Pearle Vision Center

Initial Business Response /* (1000, 5, 2015/10/23) */
Thank you for forwarding this concernWe value our relationship with all of our clientsThis customer*** have been doing business with us since We have been in business for years in good standing with the Revdex.comIt is very
disappointing to receive this complaint
We had many concerns with this vehicle due to it being a used *** car and the numerous previous modifications made to the vehicleIt is a performance vehicle with modifications to further increase horsepower***In checking our sources (***) there is no information available for this vehicleWe explained to our customer that we are unable to source parts or torque specifications for the vehicleThe client responded that he would be able to provide the parts and torque specificationsOur customer *** were aware that repairs would be expensive and would not be warrantied due to the above listed reasonsThey both agreed to this arrangementProgress of the vehicle repair was discussed with the customer on an almost daily basis
Information not presented in the complaint file:
- The vehicle is a right-hand drive ***The used vehicle was imported to Canada ***The vehicle is a performance vehicle with modifications to further increase the horsepower
- The vehicle originally came from the gentlemen *** referenced in the complaintIt then had two other owners, our customer purchased it, and now it once again belongs to the gentleman ***He experienced engine failure shortly after purchase
- The customer was strongly advised to return to the gentleman *** who originally modified the vehicleWe do not warranty engine work on performance vehiclesOur customer*** both agreed to the no warranty arrangement
- The customer references a new short block in the complaintThis is incorrectIt was a used short block from a or vehicle with approximately 200,000kms on itIt was provided by the customer
- Incorrect torque specifications:
After the original engine work was completed the vehicle was test driven at which time the engine developed a noiseWe identified the problem to be in the cam area, under the valve coverIt was requested that we disassemble to determine what was causing the noiseWe found two broken bolts which support the rear cam capThe only mechanical explanation was the bolts may have been over torquedAt that point, in questioning the customer it was determined by the customer, that the torque specs he provided for the cam caps were incorrectSpecifications provided by the customer exceeded twice the specified torqueAt this point our customer provided us with updated/hopefully correct torque specifications
- The customer was informed that the engine should be removed from the vehicle and disassembledTo repair it may have involved replacing all the bolts and possible heads if there was any thread damageThe repair was discussed with the customer who approved making the repair without re-pulling the engineThe customer was well aware there would be no warranty
- Part numbers and bolts were unavailable ***The customer was made aware at this time that the part numbers he provided for OEM bolts could not be cross-referenced by our local *** dealership
- The bolt in question meets and exceeds specifications for the OEM bolt application as provided by the customerThe bolt was more than capable of holding the foot pound torque spec
- We disagree with the other complaints
The vehicle was extensively checked & test driven before being returned to the customerThere were no leaks and no overheatingThe customer states he drove 3,000kms after leaving the shopThe customer drove the vehicle without complaint
The repair work was completed in May and July We're receiving this complaint four months later, in October Our customer no longer owns this vehicle, and hasn't owned the vehicle since August From the time the vehicle left our shop to receiving this complaint we have not seen the vehicleWe do not know how hard the vehicle was driven, and who may have attempted what repairs
Our customer is seeking compensation on a vehicle that he has already traded, that he did not bring back for assessment, that we had not received a complaint about, and that we did not have the opportunity to evaluate before it being disassembledWe are sympathetic to his situation but are not responsible
Initial Consumer Rebuttal /* (2000, 7, 2015/10/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Discussed the resolution with the business and determined that there response is fair