UPDATE: This was originally a 1-star review (and the original review is retained below, for context). I'm bumping it up to 3-stars to reflect the eventual resolution that occurred after I'd posted the review and drawn attention to the episode. It's import to note two things: First, that had I not posted the review, the original experience would have been all that occurred - the person who berated me in the office clearly felt it was their prerogative to do so. Second, that while I received a categorically different experience when eventually dealing directly with the owner, I had no further interaction whatsoever with the person from the first episode, and cannot speak to claims that the problem has been "corrected". Nevertheless, I gladly attest to the fact that after I logged my complaint (here and directly via their website), the owner quickly reached out to me, apologized, and asserted that my experience was an anomaly and not consistent with their policies or the expectations for their employees. I agreed to reschedule and the desired work was done to my vehicle, fairly and efficiently. I ended up communicating with the owner multiple times and he is clearly a wily veteran of automotive repair as well as a genuinely nice person, who is sincerely engaged in his business and understands the mutually beneficial effects of nurturing a positive relationship with customers. I just wish that philosophy had been more thoroughly adopted by all of their staff. It would've avoided a lot of aggravation and stress on both sides. I would consider using Auto Sense for future repair needs, although I can't help but be hesitant, wondering what kind of treatment I'll get if I don't ask for the owner by name. If this were a review for "Ken, the owner of Auto Sense", it'd be 5 stars. Combine that with the original 1 star for Auto Sense, and they get a 3. --------------------------------------------------------------------------- [this is the original review] Horrible. Absolutely reprehensible attitude. I was berated for being late for a service appointment, which had stemmed from confusion after THEY had changed my original appointment. I'd started calling them to confirm at 7:30a, but they don't "open" until 8 and nobody bothered to pick up the phone until 8:05. So, whatever, they confirm and I tell them I'll be there ASAP, and I'm there 15 mins later. I'm accosted as I walk in and told that I've "wasted" their time. This is for an appointment that they moved after screwing up my first appointment because they couldn't figure out when their MD inspector was going to be on-site. This is for an appointment that they claim will take ~2hrs. He then tells me he's got 5 inspections to get done that morning and I've messed up the whole schedule. Well 5*2=10hrs, so I think their schedule got messed up before I was ever involved. I saw the garage, and it had one, maybe two cars in it, with probably 4-5 empty bays. If they're not operating at peak efficiency, on that morning or any other, it sure isn't because I'm a few minutes late. And even if I did inconvenience them and put a few minutes of lag into the day, that's absolutely no excuse for treating a customer with that kind abusive and belligerent attitude. The guy acted like he wanted to pick a fight with me, IN HIS OWN OFFICE! Unbelievable. I wouldn't trust them walking down my street, let alone to work on my car. read more

The oil burning smell from engine compartment of my BMW X3 has annoyed me for several months. With positive reviews on webs, I decided to bring it here for diagnosis and repair . Big Ken and his team are very professional and helpful to identify the problems and quoted for parts and labor promptly. Within 2 days , car was ready for pick up in excellent conditions. I met Big Ken , Rose and Little Ken , what a wonderful costomer focus "Father-Son-Mom "entrepreneur. They deserve a gold medal in auto services industry . read more

Amazing and friendly people! Came here because my normal place I trusted was too far away. They have yet to do me wrong. The pricing has been good, and the one case where I got a part installed that failed due to the manufacturer defect, they quickly fixed without and problems. They have been honest and upfront about exactly what needs to be fixed, and I have checked their statements with other mechanics to confirm what was said was true. Without a doubt, this place has fully earned my trust! read more

I have been a customer for many years and refer others when aware of their car service needs. I appreciate the overall process used by Autosense and their communication style regarding required and recommended services. The services have always been performed properly and completely. They have always taken the time to answer questoons and provide information. Reasonable prices for the experience of the team and work performed. Plus Ken actively gives back to the community! Try them out. read more

New to MD and I needed some major work done so I was looking for a place. Believe the good reviews. I had to get an engine replacement and they were helpful along the whole way, explaining what needed to be done and updating me on the status. They were willing to tell me what needed to be worked on in the future and what they came across on the way. Would definitely recommend and return in the future for any needed work read more

Always courteous and absolutely fair and justifiable pricing. The work is always clean and never have any recourse of problems.Love talking with Rose she so inviting and such a pleasure to speak with.Ken and Lil Ken do quilty work and explain everything to you.Thank you Auto Sense we are customers for life. Recommend highly for service for all aspects for your car. read more

I have taken a trailer here for inspection which was a great experience and recently I brought my car here to get my starter replaced. Fantastic pricing compared to local dealers and mechanics. The owner is a very up front and honest guy who really explains what is going on with your vehicle with a no pressure approach. read more

I was towed from the interstate by AAA to this facility. It is a clean, family run business and the people couldn't have been more helpful. My car was repaired in very short order and the bill was less than I expected. This place is a little off the beaten path but well worth finding! read more

This is the only place I take any of my vehicles for anything you Will not find a more honest and better set of technicians anywhere I suggest everyone stop by and tell me they do good work but as well make you feel good about he big decisions you have to make because things do bring read more

I recommend auto sense to everyone i know. They always do a great job. Thank you ken for going out of your way to the point of having a worker stay late to puck up my wife at work to get the car from you at the shop. That was a big help to me. read more

Had a great experience with Auto Sense. Took in our van with AC problems. They gave me updates as the work progressed, and I am pleased with the results. Staff was friendly and professional. I would go back. read more

I had a dead battery on one of the coldest days of the year. Called Auto sense, had a new battery installed in less then 1/2 hour. Great service always. You can trust these guys. Carol from Severn read more

Had my tires put on here and they were able to fit me in last minute and finish up in a timely manner. The staff and owner were extremely helpful and even gave my boyfriend some advice on his car. read more

I've went to this shop with 4 different vehicles and they were on point every time. A little pricey but worth it for a job done right. Excellent customer service, family oriented and respectful. read more

Auto Sense is my go to place for all of my vehicles. They are convenient, quick, and have reasonable prices. I love that Little Ken remembers me and my vehicles. Friendly and honest! read more

I've been there twice at the recommendation of a friend. They did a very good repair job within a reasonable cost. I'm a regular customer now. My wife takes her car there now. read more

Came here for a Maryland safety inspection. Incredible customer service and personable staff all the way around. Will come back here for any future service, no question !! read more

Working with the folks at auto sense makes sense. Always great service. Mechanics are very knowledgeable about all things car and truck related ...pricing not bad either read more

My experiences at AutoSense have been great! Everyone is friendly, knowledgeable, and honest! They have brought new life to my vehicle and I couldn't be more pleased! read more