Manassas Shell

Review: On 6-6-14, I went in for an oil change for my 2002 [redacted]. They performed the service and upon completion, they recommended I replace two (2) engine mounts. Matt (The Manager) worked up a quote for each engine mount and were verbatim as follows: "REC FOR FRONT ENGINE MOTOR MOUNT $165.00" and "REC FOR REAR TORQUE ENGINE MOUNT $144.00." I paid for the oil change and received my invoice containing the aforementioned recommendations.

On 6-19-14, I went back to Manassas Shell and asked if I could purchase the parts, bring both in, and have them installed by Manassas Shell. Matt stated, "Yes." I asked "Which parts are they?" and I furnished a parts and price list with every engine and transmission mount itemized and listed for the 2002 [redacted]. He said, "I don't know which parts they are," so I prepared to leave to get a second opinion on which motor mounts required replacement ." He said, "I will copy the parts and price list and get back to you." He proceeded to make a copy of the list I furnished him on his Xerox copier located behind his seating area. I asked him, "Do you do price matching for same parts?" He said, "Yes, we price match." I then asked again to clarify, "So you are telling me you will price match the parts shown on THIS price list here?" He looked at the parts and prices and confirmed, "Yes." I gave him authorization to order the parts and I relinquished my opportunity to order parts myself for installation by them.

On 6-20-14, I received a call from Matt and he informed me the parts were in. At approximately 12:00pm, I brought my car in for two (2) engine mount repairs. Prior to handing him the keys, I asked again, "So you are price matching my parts on the list I gave you, right?" He said, "Yes, I gave you the discount and it saved you around $40." I said, "Ok." At this point, I was not shown an estimate for the parts and labor on the forthcoming repair work.

Approximately 45 minutes later, Matt informed me my repair was done and it was time to pay. He told me the cost was "$320.36." I asked if he price matched, and he said "the discount was already applied and reflected in the pricing." I paid, received the invoice, then picked up my car.

I pulled out my price list and compared to his invoice parts pricing and his prices included 100% markup above my listed parts prices I provided to him. Matt told me "the parts he installed were not shown on my list." He claimed it took him 6 hours to find the correct parts and he said his prices were only a few dollars more than his cost for the parts. I said, "That's odd, all the engine and transmission mounts were shown on the list I provided you. Can you show me which parts you had to order that were not on the list?" He attempted to look on his computer, but could not find the parts. He then told me to look up the parts myself and that the parts numbers were listed in my invoice. I said, "Ok," left, and went to conduct my own research. I drove back to my office located 3 miles away.

I popped my hood and located the two parts he installed: The OES Passenger Side Motor and Transmission Mount and the [redacted]. I took a picture of the two newly installed parts. I looked at my list and both mounts WERE shown on my list.

The OES Motor mount on my list was priced at $40.95 and the [redacted] Motor Mount was listed at $37.95.

I called Matt back and told him I felt I was lied to and felt like he tricked me. I asked him, "I thought you were going to price match? Your invoice says this at the top, 'PRICE MATCH ENGINE MOUNTS RECOMMENDED HERE PREVIOUSLY.' " He said, "I gave you the discount on the parts." I asked, "Where is the discount?" He said, "The listed price for each item was around $170 and I only charged you roughly $90 each. That's how much I paid for them." I said, "That is not a price match. I gave you a price list for each part." He then retorted, "I have a business to run. I've been very helpful to you and I am not price matching." I said, "Well, if you would have told me in the first place that you would not price match, I would not have authorized you to perform the repair. I would have ordered the parts myself and bring them in for you to install." He later told me the truth. He said, "Okay, I paid $50.25 for one and $45.02 for the other." I asked if he would revise the bill to reflect his cost for each item then. He said, "No, I told you I have a business to run. I am not going to give you anything." I asked if I could come see him at the shop. He said, "No, I am too busy and there is only one person working here at this time." I asked, "Can you help me out? Are you going to match the price?" He said, "No." I concluded and said, "Then we don't have anything else to say to each other." Then we both said bye and hung up.

Matt called me back approximately 15 minutes later at 2:00pm, offering a quasi-solution. He said that he would still not give me a price match like he guaranteed, but offered to let me bring in parts in the future and have them installed at discounted labor rates. I asked if I could come in to talk about a possible resolution. He suggested we meet during the week of June 23rd, and continued to state he could not price match.

Our conversation concluded at that point.

Ultimately, I was lied to and deceived into thinking he would price match my required parts. It was not urgent for me to make these repairs, so I knew I could order the parts myself, then bring them in. Matt lied to me on multiple occasions: 1.) He told me he would price match 2.) He said he gave me a $40 discount prior to repair work 3.) He said he gave me a $60 discount, which did not show up on the invoice, but was already deducted from the parts price and the repair work was done 4.) He told me he had to order engine mounts that were not shown on my list which required 6 hours of work to locate, but in fact WERE on my parts and price list and 5.) He told me the costs for the parts were what he priced in his invoice to me, give or take a few dollars.

I feel if I were to try to work things out with Matt that he would lie to me again and not honor his word. It was clearly written on my invoice: "PRICE MATCH ENGINE MOUNTS RECOMMENDED HERE PREVIOUSLY" and Matt did not want to honor that.

I can furnish all evidence required to verify my claim, including pictures of the items installed, parts and price list provided to Matt, and invoice which acknowledges he was supposed to price match.Desired Settlement: I would like to converse and deal with either an Area Manager or the Owner of this Manassas Shell. I will furnish him all documentation I furnished to Matt, including 1.) My parts and price list 2.) Original quote of $165.00 + $144.00 for two motor mount, respectively and 3.) the invoice showing the repairs performed with parts and labor pricing and the statement that reads, "PRICE MATCH ENGINE MOUNTS RECOMMENDED HERE PREVIOUSLY."

I would like to seek the price difference in a refund between what I was charged and the price match price.

For the OES Genuine Passenger Side Motor and Transmission Mount, I was charged $91.40, but the price match should be $40.95.

For the [redacted] Motor and Transmission Mount, I was charged $98.00, but the price match should be $37.95.

I am seeking a refund of ($91.40 - $40.95) = $50.45 and ($98.00 - $37.95) = $60.05 for a total refund value of $110.50 plus tax.

I can furnish all evidence to substantiate my perspective.