Rockport Automotive, Inc.

unknown

Short Version:
I was promised one brand of parts, received multiple. When I dug deeper I discovered they charged me almost 100% extra per part. Shame on me.
Detailed Version:
My muffler rusted away over a holiday weekend, I needed it replaced.
I called ahead and they inspected my car right away. It was simply the muffler and resonator pipe, no other problems found.  They quoted me a price and I insisted on the muffler with the lifetime warranty. The price was a hundred dollars higher than the other quote I got for the competition but they quoted me an inferior muffler.  I should've shopped online...
I came in for the appointment but either they or the manufacturer goofed because the new muffler didn't fit. I had drive until the next appointment WITHOUT ANY MUFFLER.  Rockport Automotive might've said oops and sorry.  The rusted muffler I drove in with was quieter than the nothing that I was sent away with.  I laughed it off, so did the neighbors.
The "correct" muffler was installed promptly during the next appointment. No discount for being sent off without a muffler. On the new invoice I saw the part number was completely different, so I asked about it.  Turned out they installed a different manufacturer's muffler.  When I asked them for proof the lifetime warranty for the new brand, they struggled to prove this muffler had ANY warranty.  I was even told at one point it had NONE.  They had no idea what they were arguing as it changed every few minutes, aside from "no refund".  I was bounced from the owner to the manager to the owner again.  Eventually they got it together and proved the muffler does have a lifetime warranty.
While all this was happening I priced out the parts they sold me.  I asked the owner about their standard mark up, he said "about %50".  I discovered Rockport Automotive charged me almost double each item's cost.  The $100 pipe had become $190, the $140 muffler was $270.  When I asked him for an explanation he told me he didn't have to explain anything.  The owner then "bet" that I couldn't get the items for the prices I found through NAPA and AutoZone. I tried to take up his offer but he quickly backed down refusing to refund the difference between any price I could find locally.  He even tried to tell me he didn't get the parts from the local AutoZone and NAPA stores (they already told me that's where they got them...).
In the end, I have a muffler with a limited lifetime warranty, no refund or discount for the shenanigans. But I did get lots and lots of double talk.
All said and done:
I paid $480 for $250 in parts (the round trip to the store is 30 minutes, that's a $460 per hour errand boy), plus $80.50 in labor (they might've charged me for "installing" the wrong muffler), plus $40 shop supplies (was that one shop rag silk?), plus tax. 
Total: $627.
I'm in the wrong business.
(If anyone wants I can provide the receipt and links to the parts priced online.)

Justin gave me the "White Glove" treatment. Always looking out for my interests. Had the work performed almost before the engine could cool!

Called Justin and described problem. He got me right in, pulled the tire, plugged it, and was back on the road in minutes. It doesn't get any better!!

Noticed above problem on changing oil. Recommend above repairs. Were done promptly, reasonably priced.

They were friendly and quick. Took me in ahead of others because I was in trouble. Got it done and got me out of there. They are quite professional and decent people.

All went well.
There was a muffler / catalytic converter combination, and there was a problem with the rear of the muffler.
The estimate to replace with original-equipment was very high...
The team took the time to look for other equivalent parts, and found a muffler-only replacement option that was more like what we felt should be spent on a 6-year-old vehicle, which was probably 1/3 the cost for the single-piece orignal option.
We have used Rockport Auto for several years since moving to the area. They've worked on 4 of our vehicles.
Very knowledgeable, and trustworthy, we always felt we got the right service.
I've seen that the ownership has changed hands recently, so we'll need to provide an update following that.

It is great to find service of this quality for a foreign car in this area. The closest MB dealers are 2 hours away in Portland and Bangor. It was a pleasure during business with Rockport Automotive and I would recommend them for their service and professionalism. The shop is under new ownership and is well managed and offers excellent value