Ken's Crescent Springs Service LLC KY 41017

A

Amber Bremer

I had my first, and hopefully last, experience with Ken’s over the weekend. Our vehicles were towed, and while the situation was our fault, what followed was one of the rudest customer service encounters I’ve ever had. As someone who works in customer service, I approached the initial call with positivity and friendliness. Kevin, on the other hand, was curt and dismissive. He later claimed he was right next to our house and would’ve cut the fee in half had we come out, something we couldn’t have known. During pickup of the vehicles, Kevin berated my husband behind his back in front of myself and my son, and mentioned that if the kids had backed in, he might’ve made a deal. Instead, he charged three full time college students, two 18-year olds and a 19 year old, $340 each for vehicles held overnight. He knew we lived next door and even admitted, “Had you come out, I’d have charged you half and left the cars.” What if they didn’t have a support system? The daily fee would’ve added up quickly. I understand mistakes have consequences, but where’s the compassion? To make matters worse, the owner consistently responds to concerns with hostility and zero accountability. There’s no effort to understand, no ownership of how situations are handled, just blame and deflection. At one point, he even bragged about towing the neighbor across the street, which had nothing to do with our situation and felt completely inappropriate. This felt less like a business and more like a predatory operation. If this is what success looks like, maybe we’re all in the wrong line of work. At the end of the day, one LEGO isn’t enough. I hope he steps on two. One on each foot.

P

Patricia Fouts

I appreciate their attention to detail and great customer service. The diagnostic test informs me of upcoming repairs. Kevin takes time to explain the report and answer questions.

M

Matt Sharp

Their dispatcher told me he'd be able to meet me in 1 hr and was right on time. He was knowledgeable about the process for towing my truck and had me to a dealership within about 40 minutes of the whole process. I had no idea what the cost would be, but it was less than I had in my head so all good there as well. I would definitely use again.