How An Online Store Grew into a Branded Multi-Shop Operation

“Every company’s greatest assets are its customers because without customers there is no company.” – Michael LeBoeuf

This customer-centric mindset grew Urban Autocare from a humble, one-technician shop off the beaten path to an expanding company with several locations. The growth trajectory of Urban Autocare in its 13-year history truly inspires other shop owners.

As a result, we wanted to do a special shout-out to this phenomenal shop. Its dedication reflects a major proponent of Shop-Ware’s mission – creating a customer-centered, transparent car repair experience. Having the best shop management software in its shops also played a key role.

Meet Urban Autocare

Starting with Avalon Motorsports, Brian Sump acquired the business as an online performance parts store in early 2007. Next, he hired Phil Carpenter, now Urban Autocare’s Director of Operations, as his first employee later that year.

Seven years later, Brian acquired Autotailor, which had been serving the Uptown and City Park West neighborhoods at a high level for more than 21 years. Brian and his talented team ushered in a new brand with a fresh new look. All the while, they retained the key elements that Autotailor customers loved most.

A Growing Brand

His love for growing the 17th Avenue community and the loyalty of its residents drew Brian in. He showed the same commitment to improving Denver’s historic districts and offering a unique outlook on customer care. Those hallmarks have made Urban Autocare an auto repair industry leader.

Four years later, they acquired Sundance Automotive in Lakewood then South Kipling Automotive last year, turning them all into Urban Autocare locations.

The Awards Rolled In

The revamped brand has since been recognized numerous times for their award-winning customer service. They are the recipients of the BBB Torch Award for Marketplace Trust and ASE’s Blue Seal of Excellence.

We recently were honored to sponsor an episode of Carm Capriotto’s Remarkable Results Radio Podcast, an invaluable education resource to the industry. In this episode, Phil Carpenter, Urban Autocare’s Director of Operations, dives into the story of the brand’s humble beginnings. He details how he rose from the shop’s single technician to the Director of Operations of several locations. Listen to Phil’s inspiring interview.


The Takeaway

Phil is an all-around great guy and a tremendously valuable member of the Shop-Ware advisory board. We were lucky enough to spend some time with him when he flew out to San Francisco for our annual board meeting before the COVID lockdown. Shop-Ware sales manager, Monique, was sad that she had to head back to Nashville early but we made sure to include her.

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* Photos, bios, & images courtesy of Urban Autocare & Shop-Ware

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