WAYSIDE GARAGE

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Wayside has worked on my diesel Jeep Liberty several times.  Each time it was after I decided I didn't have enough time to do it myself and I had already procured the parts (timing belt, idler pulleys, water pump, thermostat, oil filter, etc).  Their labor was pricey, but they did a good job as far as I and time have been able to tell.  This suspension issue was the first time Wayside needed to procure parts for this vehicle on their own.  Stacey (co-owner) briefed me after a day or so and said they were going to install Moog brand components and since they do lots of aircraft suspension and military components I was comfortable using them and gave the go ahead.  After several more days (including a weekend) I was notified the job was completed.  I went to the office to pay and was told they had not been able to find both a left and right all-in-one spring/shock assembly by Moog and had substituted Monroe all-in-one units on the front (Monroe is less costly than Moog).  I was disappointed I had not been called to see if I preferred to wait for Moog availability or would even accept Monroe parts, but the move was pending and I didn't know as much about Monroe, so I gave them the benefit of the doubt.  BIG MISTAKE.  After moving cross country only a few days later and getting settled in our new home, I began to notice excessive diving when braking and a bit of a wallowing pig feeling on the road.  So, I decided to see what Monroe components they installed (they did not include any details on the receipt or any warranty information) and I went to the Monroe website. 
Long story short, they installed the wrong suspension for my Jeep.  The front suspension they installed is for a gasoline Jeep Liberty whose engine weighs about 600-800 pounds less than the diesel.  Imagine the weight of four very large guys standing on your front bumper while you drive around town.  That is what it feels like.  While the shock in the front assembly is adequate, the springs are not.  The bump stops were actually worn shiny due to repeated slams which the weaker springs allowed.
When this problem was mentioned to Stacey, she became very defensive and first blamed her parts supplier/Monroe representative and then blamed the Monroe website for recommending the wrong part.  The part number she quoted me from her records was for the gas Liberty, and no explaining at my end could convince her there was a problem.  I had to contact Monroe technical service, provide the part number I found on the spring, and they verified it was from the bill of materials for a gasoline Liberty's front strut assembly.  I called Stacey again and she went on the defense again and now said that she had researched this part (not sure what happened to her Monroe rep.) and the website did not have the ability to differentiate between gas and diesel versions.  I assured her it did and provided the screenshots as proof.  She then said that when she researched the part it did not and blamed Monroe for only recently updating the information on what is now a nearly 10 year old vehicle.  She went on to say that she didn't know why she was talking to me and wasting her time, because she had to research parts for other customers.  I'll assume it must have been a bad day.
Monroe Tech Service told me their website is continuously updated with new products and they are aware of the different suspension requirements of the diesel, which is why they only offer shocks and not springs.  So, I find it difficult to imagine it took them 10 years to suddenly make a change on what parts they offer, as Stacey inferred.  Wayside was going to do more research and propose a solution.  At least a week later, I called several times during business hours and finally got to speak to Sam (Stacey's husband, co-owner and head mechanic).  We agreed the wrong part had been installed and he again promised he would get back to me with a solution.  Another week or more went by and I had occasion to be in Monterey on business.  So, I stopped by and caught both Sam and Stacey in the office.  All they agreed to do was to have OEM Jeep springs mailed to my house in Virginia (approx. $100 solution).  There was no offer to refund the labor I paid them to install the wrong part.  I asked them to cover the labor cost to swap the springs, which was going to take much more time than just installing the all-in-one assembly (remove, disassemble, reassemble, reinstall).  They agreed to do so, if I were to drive the Jeep from VA to CA and let them make the corrections (essentially a hollow offer and an off-handed refusal).  They expressed no regret and offered no apology.  They were looking for the quickest, cheapest way to make the problem go away.  Here is the icing on the cake:  the Jeep still leaned to the left after their ?fix?. 
I replaced the left rear shock ($60 and two bolts) and the Jeep is now sitting on the level again.  Ironically, rear shocks are the one part they didn't replace (not sure why) and they are the easiest suspension part to replace (10 minutes each side in my garage). 
Wayside is a fine garage, unless you like to overpay for service, are willing to take their word (proven to be unreliable) for the suitability of the parts  they source and install (whether truly needed or not), are willing to accept measly recompense after you are forced to exhaustively prove their work was faulty, but which doesn't come close to fixing the problem, and don't mind whether they actually fix your vehicle's problem.  Stacey was always friendly and personable, until I began to question things. 
Everyone with whom I worked in Monterey highly recommended Natales and nobody had any problems with their work, but I decided to defer to Angie's List and this is what I got.  Hopefully this review removes Wayside from consideration by
those looking for a reliable garage.
Further gripes regarding their work, which I found as I replaced the front struts myself (I am intimately familiar with my engine compartment?s prior condition, having done all previous service myself):
· Missing one battery tray mount nut
· Turbo hoses mounted beyond molded hose stop, leading to leakage and oily exhaust bypass into engine compartment, a real mess.
· Lots of wiring harnesses/hoses not remounted on frame clips.
· Air box recklessly mashed into rubber grommets, forcing two grommets into frame and unable to secure air box.
· Air box outlet hose clamp completely loose and not tightened.
· Totally missed failed lower ball joint during suspension install.
· Monroe said the strut (springs & shock) warranty is void since they were not installed on the correct vehicle.
NOTE: approx $300 of the bill was to install a trailer electric brake controller (which I supplied).

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It went very well. The job was done really well because we haven't had a problem. Someone called and told us what it was, but there wasn’t a whole lot of interaction. It was fixed and it was done. It worked out really well. They were quick about it. With regard to price, we didn’t really call around, but it sounded reasonable. With regard to quality, we haven't had a wreck again so far. With regard to responsiveness, they were really good with calling.

The reason I put down that the oil change was so cheap is because they have a service club card for around $100 you get 5 oil changes and a lot of other benefits. Wayside is like taking your car to a trusted family member. The front office is wonderful. The car is ready when they say it will be. We have gone to Wayside for years. They have be able to find out what was causing problems for example mouse eating our electrical wires which was causing the warning lights to go on. They were able to fix it in one day at a reasonable price. They go out of their way to be helpful.

I have used Wayside Garage many times. I went in for an oil change and mentioned the noise in front I was told the oil change would take 1 hour, which it did. The noise would take a little longer. Which was fine. I then looked ast the time and realized I had to be at the doctors  before he closed which was in less then 1/2 hour. I them this and was told the car would be pulled right out and jump in and go. To come back the next time I was in town to pay for the service. I have been an long time customer, but I believe this really shows their true character.