Giang Nguyen Local Guide
10 Mar 2026
The owner, Chris, reached out to me to hear about my experience and see how he could apply improvements to their overall process to better the experience for future guests, and to see if he could get whatever I had come in for initially taken care of.
I appreciate a business owner taking accountability and turning a negative customer experience into something to learn from.
I may have had a bad experience, myself.
We all have our off days/situations, work stress, etc.
This auto shop has a great owner and others should give this shop a try.
Thank you, Chris, for caring and assuring my complaints/feedback aren’t falling on deaf ears!
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It was a subpar experience for me at Open Road.
They didn’t keep me updated on the status of working on my vehicle and were not once apologetic on the delay or the whole situation.
No one was outright rude - just inconsiderate, discourteous service provided.
I was recommended this shop as we moved to this area in the past year and were excited to finally get to give the shop a go, but we will continue driving 25min to our usual auto shop.
Dropped the keys before 11am. Quoted ~2 hours until they could do the complimentary inspection to see what’s wrong and give quotes since they were short a tech that day.
I call at 2:24pm, 3.5 hrs later, to check on the status. And Tim tells me they actually hadn’t gotten a chance to take a look at it yet, but once the tech gets back from break, they’ll be able to take a look at my car right away.
An hr later, I come by in-person, and my car is parked in the same spot.
Tim asks me how can he help me when I get to the desk… which didn’t help my discontent at the whole situation. So I told him my car was the one parked out front and I wanted my keys back bc another shop has time to get my car in now - he tries to keep my business by saying the other shop would still need to get the car in the bay to take a look… once again saying that once the tech returns from lunch, he’ll have my car in. Mind you, he already said that the hour earlier.
And then he takes a call and doesn’t ask them to hold when still not done with talking to me completely…
It’s okay if the shop doesn’t have the time to take a client in, just be honest so the customer can decide if they are able to wait or look elsewhere. People need their cars to get to work, and don’t have all day to maybe get their cars worked on.
That day was actually my birthday too (Tues 2/24)! Left a bad taste even though i held my composure.
Extra star rating was for Robert who I spoke with over the phone in the morning - he was helpful and courteous.
Thank you Giang for taking the time to talk with me and for updating your review. I’m truly sorry your visit didn’t reflect the level of service we aim to provide every customer.<br><br>Your feedback was invaluable and has already helped us make improvements to better communicate timelines and updates.<br><br>I’m grateful for the opportunity to listen, learn, and work toward a better experience for you and for all of our customers. Thank you for your understanding and for recognizing our commitment to doing right by the people we serve.<br><br>Owner, Chris