Wayside Garage was a great place to take my vehicle. They are great at what they do. Our only complaint is the gentleman that was assisting us who was very courteous and polite, however we felt like we were being pressured to spend alot more money than anticipated. I only brought my vehicle here to get a tune up and to check on the stabilitrak system on what it would cost to fix the issue. Unfortunately we were told that we had to get 2 new front tires, a new battery and alternator before he would do a tune up. I asked him how much that would cost and he told me the price which i wont say. I thanked him and told him i cant afford all that at the moment and i will pick up my car and pay the $500 diagnosis fee. He then told me my car is unsafe to drive and it needs to be towed off the property. I appreciate your concern. My wife goes to pick up the car and was told that they typically notify the non emergency police number about an unsafe vehicle on the road. This is after I just told him I couldn't afford to get new tires and a battery and alternator along with the tune up. My wife felt threatened and i dont appreciate that. I know thats not how you meant it but you should just warn customers about there car and thats it. You dont have to mention that you usually call the police if a car is unsafe. Im sorry but i cant afford what your suggesting at the moment. I would of hoped you could understand our situation. I didn't expect to leave your place of business feeling like we couldn't afford a thing but a diagnosis. I know this is a family business and they are great at what they do. I won't allow this experience to never come here again because they are great at what they do. I want you guys to know that this is a great business and are very thorough with pictures sent to your email. Prices are expected for the quality work that they do. I will definitely go back. Thank you Wayside!!!
Thank you for taking the time to share your experience with us at Wayside Garage. There's no need to be sorry; we truly appreciate your feedback as it is an opportunity for our continuous improvement and ensuring that our communication and services align more closely with our customers' needs and expectations. We're sorry to hear that your recent visit fell short of the high standards you've previously enjoyed with us. Our number one priority is your cars safety, not only for our customers but for all road users. When we encounter vehicles in conditions that could pose significant safety risks, such as tire issues with your car, we are bound by our professional and ethical obligations to advise against driving the vehicle until those critical issues are resolved. It was never our intention to make anyone feel threatened or to imply wrongdoing because of a vehicle's condition. We're sorry if this wasn't communicated clearly and caused distress. We're taking your feedback seriously and will work on how we share our policies and reasons behind them, to avoid any unnecessary alarm or discomfort. We understand the dilemma posed by unexpected repairs, especially when they exceed the budget. Our intention in highlighting the issues with the battery, alternator, and the need for tires before the ignition tune-up was to ensure that any repairs done would be effective and not masked by underlying issues that could lead to further complications down the road. We always try to prioritize repairs based on their urgency and safety, and we aim to stay within what you can afford. This is one of the reasons we offer financing programs. Regarding the procedure to release our liability for vehicles deemed unsafe, the State of California provides us with two options: we can either arrange for the vehicle to be towed or we must contact the police. This standard practice is designed to mitigate liability and safeguard public safety. It's important to us that this policy is communicated clearly and sensitively, to avoid any distress or misunderstanding. If this caused concern or made you feel uncomfortable, we sincerely apologize. Our goal is to ensure that our customers are fully informed about their options without feeling excessive pressure or alarm. Thank you for your recognition of our technicians' skills and our commitment to quality work. Our team is passionate about being here to support your vehicle's maintenance and repairs, prioritizing your needs and budget. We are happy to further explain or discuss your concerns and how we can make your next experience better. Thank you once again for your candid review. Feedback like yours is essential for our continuous improvement. We look forward to the opportunity to serve you again, striving to regain your trust and demonstrate our unwavering commitment to your satisfaction and safety.
- Wayside Garage