Timothy CulpLocal Guide · 38 reviewsTotal number of Google reviews Timothy has written across all businesses on Google Maps, not just this one.
Review from Google · view on GoogleBought a beautiful used Getzen Cornet. Very happy with their service!
Austin Custom Brass
How the Experts Score is calculatedEach factor is scored 0–100 on absolute terms (standing in the category can only raise it), then weighted; problems flagged in review highlights or a recent slide in ratings are subtracted:Satisfaction 64%76+48.3Reliability 28%64+18.1Replies to reviews 8%100+8.2Momentum penalty43−5.7Experts Score= 69Not enough data for value; its weight is shared by the others.Grade B: A = 80+, B = 60–79, C = 40–59, D = 20–39. Needs 10+ reviews.69SCORE
BGradeLetter from the Experts Score: A = 80+, B = 60–79, C = 40–59, D = 20–39, F = under 20.
#25 of 40 musiciansPosition by Experts Score among all companies we track in this category. · better than 38%
4.8 ★★★★★ 249 Google reviews · 24 photos
95%five-star reviews
4.49★last 12 monthsAverage stars on reviews from the last 12 months only.
6.7%1–2★ in 2 yearsShare of 1–2★ reviews in the last 24 months — or the 20 newest reviews when the company had fewer than 20 in that time.
88%reviews answered by the owner
Oct 2026latest review
Austin Custom Brass at a glance
Customers frequently praise Austin Custom Brass for knowledgeable staff, competitive pricing, and secure packaging of used brass instruments. Positive reviews highlight quick shipping times and helpful guidance in selecting appropriate horns for specific playing needs. However, several low-star reviews cite inconsistent pricing information, unresponsive customer service after purchase, and difficulties with returns or custom mouthpiece orders as recurring issues.
- Google rating: 4.8 out of 5 from 249 reviews (95% five-star).
- Reviews on this page: 249 Google reviews (223 with written comments, 31 with photos).
- Owner responses: the business replied to 88% of reviews.
- Most recent review: October 24, 2026.
- Service: Musician serving Liberty, Missouri.
Data from Google, last updated October 28, 2026.
Score profile vs other musicians
Score per factor (100 = best)Each factor is scored 0–100 on absolute terms (star average, share of 1–2★ reviews, price verdicts…); standing within the category can only raise it, never lower it.. Strongest: replies to reviews and satisfaction; weakest: momentum.
SatisfactionSatisfaction · 54% of the scoreRecency-weighted star average (2-year half-life), shrunk toward the category mean by review volume; the company’s own lifetime average as the prior; absolute: 4.0★ = 0, 5★ = 100.Austin Custom Brass: 76/100 on this factor. Category median: 79.B
76
ReliabilityReliability · 24% of the scoreHow rarely jobs go badly: share of 1–2★ reviews — 60% the last 24 months (or the 20 newest if fewer), 40% all-time; 0% = 100, 15%+ = 0; the category percentile can only raise it.Austin Custom Brass: 64/100 on this factor. Category median: 76.B
64
Craft & serviceCraft & service · penalty only, up to −10 pointsGoogle review highlights: Quality, Professionalism, Responsiveness, Punctuality — how rarely reviewers flag them as a negative, per review since highlights began; 0% = 100, 5%+ = 0. Subtracted from the score (up to −10), never averaged in — clean highlights are the norm, not a bonus.Not enough reviews for this factor yet. Category median: 99.–
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ValueValue · 14% of the scoreCustomers’ own price verdicts (Great / Reasonable vs Overpriced) and Value highlights; 65% absolute (all “reasonable” ≈ 80, “great” = 100), the category percentile can only raise it.Not enough reviews for this factor yet. Category median: 93.–
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MomentumMomentum · penalty only, up to −10 pointsPenalises only a real slide: last-12-month average below lifetime (−0.5★ = 0). Still 4.8★+ over the last year, or steady/improving = 100. Subtracted from the score (up to −10), never averaged in.Austin Custom Brass: 43/100 on this factor. Category median: 100.C
43
Replies to reviewsReplies to reviews · 7% of the scoreHow often the owner publicly replies to reviews under 5★ (1–4★). Needs 3+ such reviews, otherwise not counted; 65% absolute (80%+ replied = 100), the category percentile can only raise it.Austin Custom Brass: 100/100 on this factor. Category median: 38.A
100
Bar = this company · dark tick = category median.
Star ratings
249 Google reviews we collected
- 5 stars23795%
- 4 stars21%
- 3 stars00%
- 2 stars00%
- 1 star104%
Praise vs complaints
Phrases our text analysis found in 223 written reviews
- Praise28294%
- Complaints176%
Topic share
How often each topic comes up in the written reviews
- Staff & attitude9431%
- Speed & response4916%
- Quality & results4816%
- Would recommend4314%
- Price & value3411%
- Honesty & trust176%
- Communication145%
What customers talk about
We read 223 written reviews and marked every phrase about these topics. The same colors are highlighted in the reviews.
“Great shop bought a nice used piccolo a few years ago and if I could play it better I’d say it’s great, and the little bit I can play is great.”
“Completely unnecessary and unprofessional way to handle a straightforward question from a previous customer.”
“Quick fulfillment and excellent packaging for shipment.”
“However, after I made the purchased and ordered the horn, they’ve been unresponsive to my emails and phone calls inquiring about the order.”
“I had a great experience trying some flugelhorns and purchasing one of the ACB doubler horns.”
“If you're looking for a reputable place to purchase a good instrument online and don't want to take chances on a sketchy or foreign business, look no further.”
“Stay away.”
“ACB was great to work with, and I got a fair price.”
“Overpriced trumpets”
“I honestly thought I would be walking away with the most expensive horn there.”
“I recently wanted to purchase a AR from ACB and one of the sales representatives tried to scam me on the price.”
“He listened to my needs and wants and then proceeded to grab horns that might fit my needs.”
People customers mention
- Trent 32 reviews
- Josh 21 reviews
- Eric 10 reviews
- Roman 5 reviews
- Flugelhorn 5 reviews
- Doubler 4 reviews
praise complaint · found by our text analysis, Google review wording unchanged.
Recent reviews
JohnLocal Guide · 22 reviewsTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 4 days ago★★★★★
I am more than just happy with my experience with ACB. You can tell that they love what they do and I will 100% consider using them if I ever plan to buy another brass instrument. I just received my trombone that I ordered and it was packed with care. They also sent me everything I would need accessory wise to…
Joe8 reviewsTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · a week ago★★★★★
I've purchased 3 horns from ACB; two cornets and a flugelhorn. All are from the Doubler's line and all are excellent horns. Played a jazz set on the flugel just a couple of days ago. Good and managable tuning tendancies and EXCEPTIONAL pricing and service. Quick fulfillment and excellent packaging for shipment.…
Shawn7 reviewsTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · a month ago★★★★★
ACB provides incredible customer service! I called in the morning, my order was in the mail that afternoon!
Andrei9 reviewsTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · a month ago★
I recently wanted to purchase a AR from ACB and one of the sales representatives tried to scam me on the price. One day they said one number, the next day another. Also regarding financing they told me they accept one method, then the next day only through Affirm. Very contradicting. I’m a current ACB trumpet owner…
A2 reviewsTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 2 months ago★★★★★
Great shop bought a nice used piccolo a few years ago and if I could play it better I’d say it’s great, and the little bit I can play is great. One of the most comfy mouthpieces I have. I was in KC in January I went to check it out sadly they weren’t open for walk ins but every experience I’ve had from them has been…
Daniel6 reviewsTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 2 months ago★★★★★
Had an excellent time trying out trumpets today! They had a huge selection, and Roman the sales rep was very knowledgeable. He was able to find a perfect recommendation for me, and it plays like a dream!
Photos
Customer reviews
4.8 ★★★★★ 249 reviews on Google · rating breakdown
Reviews from Google, shown as published (original wording, unedited).
Team members customers mention
John DLocal Guide · 22 reviewsTotal number of Google reviews John has written across all businesses on Google Maps, not just this one.
Review from Google · view on GoogleI am more than just happy with my experience with ACB. You can tell that they love what they do and I will 100% consider using them if I ever plan to buy another brass instrument. I just received my trombone that I ordered and it was packed with care. They also sent me everything I would need accessory wise to properly maintain my beautiful new Adams Trombone. The price was excellent as well. I wasn't expecting a lot from ordering online and they just raised the bar in what customer service should be without having to ask for it.
Response from the owner · 4 days ago
Thank you so much for your kindness and support of the shop! Welcome to the Adams Family! Enjoy the new instrument and please let us know how we can further help you! Best, Trent
Joe Babcock8 reviewsTotal number of Google reviews Joe has written across all businesses on Google Maps, not just this one.
Review from Google · view on GoogleI've purchased 3 horns from ACB; two cornets and a flugelhorn. All are from the Doubler's line and all are excellent horns. Played a jazz set on the flugel just a couple of days ago. Good and managable tuning tendancies and EXCEPTIONAL pricing and service. Quick fulfillment and excellent packaging for shipment. If you're eyeing a purchase from ACB, don't hesitate, PULL THE TRIGGER! Trent and the gang will take good care of you.
Response from the owner · 4 days ago
Thank you for your support of the shop! We are so thankful to be a part of your sound. Best, Trent
Rallsfam B8 reviewsTotal number of Google reviews Rallsfam has written across all businesses on Google Maps, not just this one.
Review from Google · view on GoogleAbsolutely wonderful company and people. I just recently drove from TN to KC to work with ACB in a quest for “The Horn”. From the moment I walked through the door, I was treated like a VIP. Every single employee was kind and helpful. I spent a majority of the day with Roman. He was fantastic. He listened to my needs and wants and then proceeded to grab horns that might fit my needs. He was very effective in asking all the right questions to help me dial in the best horn for me. I honestly thought I would be walking away with the most expensive horn there. However, I found that the perfect horn for me was a Bell BT-11 horn. The setup was exactly what I wanted. I tried a bunch of other brands and even multiple Bell trumpets. However, the BT-11 was built for me. They took me to lunch at the diner next door which was fantastic. Trent was a genuinely great guy. I appreciate the fact that he took the time to talk with me about a variety of topics. Eric was so incredibly helpful, especially in getting my appointment scheduled. Chacko was super nice and very helpful get things rolling the moment I arrived. I give my highest recommendation to ACB. I am a customer for life. I will be referring folks to them for years to come. Thank you for a truly wonderful experience!
Response from the owner · 4 days ago
Thank you so much for your kindness and support of the shop! We appreciate you!
Shawn Halquist7 reviewsTotal number of Google reviews Shawn has written across all businesses on Google Maps, not just this one.
Review from Google · view on GoogleACB provides incredible customer service! I called in the morning, my order was in the mail that afternoon!
Response from the owner · 4 days ago
Thanks so much Shawn! We appreciate your support of our small business!
Andrei Blindu9 reviewsTotal number of Google reviews Andrei has written across all businesses on Google Maps, not just this one.
Review from Google · view on GoogleI recently wanted to purchase a AR from ACB and one of the sales representatives tried to scam me on the price. One day they said one number, the next day another. Also regarding financing they told me they accept one method, then the next day only through Affirm. Very contradicting. I’m a current ACB trumpet owner however due to these inconsistencies I’ve noticed, I will never do business with them again
Response from the owner · a month ago
We absolutely never try to scam anyone. This is an absolute flat-out lie. Since you've had previous experience with us at Austin custom brass, you know this can't be true. We're always here to help you!
Timmy Vlad4 reviewsTotal number of Google reviews Timmy has written across all businesses on Google Maps, not just this one.
Review from Google · view on GoogleVery disappointing experience. I’m a previous ACB customer and have recommended them to others, but after my latest interaction I won’t be doing either again. I contacted Trent after being referred to him for his expertise, simply asking for an independent, unbiased second opinion on the finish of a trumpet. Once he learned I purchased this particular instrument directly from the manufacturer, he called my request “pretty offputting” and characterized buying direct as “circumventing the dealer network.” For context, I’m in Canada, where purchasing through a U.S. dealer also means additional cross-border costs. I wasn’t asking ACB for warranty work, repairs, or anything related to the sale, just a professional opinion on a few photos. I respectfully explained this, including that I had already spoken with the manufacturer about the issue. Rather than simply declining to help, he responded by asking that I no longer contact them. Completely unnecessary and unprofessional way to handle a straightforward question from a previous customer. Based on this interaction and my previous purchasing experience with ACB, I won’t be returning or recommending them again.
tony costa6 reviewsTotal number of Google reviews tony has written across all businesses on Google Maps, not just this one.
Review from Google · view on GoogleDidn’t appreciate the snarky remarks I’ll take my future business elsewhere.
Response from the owner · 2 months ago
Wow I guess when someone responds in an honest way that's snarky? I think it's pretty low to leave a 1-star review because you can't afford something more expensive and then you blame the shop for trying to convince you to not spend money on something that wouldn't have be as good as what you wanted. Have a good day.
Baba FletchLocal Guide · 95 reviewsTotal number of Google reviews Baba has written across all businesses on Google Maps, not just this one.
Review from Google · view on GoogleWas able to get a GREAT trumpet within my budget.
Response from the owner · 2 months ago
Thank you so much for your support of ACB! We couldn't do it without you! Thanks for letting us be a part of your sound. Best, Trent
A Marcoux2 reviewsTotal number of Google reviews A has written across all businesses on Google Maps, not just this one.
Review from Google · view on GoogleGreat shop bought a nice used piccolo a few years ago and if I could play it better I’d say it’s great, and the little bit I can play is great. One of the most comfy mouthpieces I have. I was in KC in January I went to check it out sadly they weren’t open for walk ins but every experience I’ve had from them has been great and I love yalls mini lessons on YouTube.
Response from the owner · 2 months ago
Thank you for your kind words and we hope to show you around the shop the next time you may visit KC! Best, Trent
Business details
- Address: 7000 Universal Ave, Kansas City, MO 64120
- Phone: (816) 410-0826
- Website: austincustombrass.biz
- Service area: Liberty, MO