Ken Towerys Tire & Auto Care

"Only posting this because the online survey asked me too. My steering wheel was shaky. Called and set an appointment. Took it in at that time and was told it would be ready in about 1.5hrs. About 3hrs later got a call saying it was ready. I understand that. However I hadn’t even left the parking lot and the wheel was just as shaky as before. They told me a wheel balancing would fix it. However when I can back in not even 2 minutes later the presumably manager was on his way out and gave my key to an older gentleman (I didn’t get any names). He said out loud and bluntly that it would be a waste of time cause my tires needed replacing. I was aggravated because he made it seem so obvious but no one had told me that’s what I needed and they are the ones who suggested wheel balancing to fix the issue. The manager then came out with me and told me my tires were worn then hopped in his truck to leave. I then was more frustrated because I didn’t understand why they hadn’t just told me that was the issue right off hand and not waste an entire morning for me as well as money on the wheel balancing. I paid the $35 on my credit card and when I went back in the older gentleman told me he couldn’t refund me cause he didn’t have the cash. Told me to come back the next day for the cash. This was by far the most aggravating and confusing car shop experience I have ever had. When I asked the older man why they did the balancing he said he had a new tech and they just do what the customer asks. I don’t know cars which is why I took it in and they suggested balancing. I then took my car and bought tires from tire discounters who were friendly, professional and fast. I never went back for my money because it was a waste of time. Also the manager even said he just left tire discounters and that he regretted the change. Disappointed that it not only wasted some money, wasted my time but that they take no pride in trying to actually fix the easy solution. If they had told me from the start that I needed new tires and a balancing wouldn’t fix my issue I would’ve been fine and bought tires because I understand that was casing my problem. This wasn’t the case and I am still aggravated. Would never go back or recommend this shop to anyone."

"These guys are awesome! I'm from out of town and was having a terrible day. My mother is in the UK hospital. I was there alone with a flat. They were the closest business to me. We called and they were locking up. It was past closing time by the time I made it there and they took me in anyway. Stayed late just to help me out. Super nice and professional. They are fast and great service. Thank you all for helping me out!"

"I just walked in one morning for tires - both employees there were extremely nice and helpful"

"Yeah, we happen to stop in Lexington then at the stop and I would look for a back tire but they wanted to charge like 250 for one tire. I said no."

"I took our car there because brakes were shuttering. They said we needed all new rotors and brake pads on our 2016 Sienna for about $900. I was never convinced we needed new rotors on such a new car but my husband was out of town and I was headed on a road trip with our kids so I agreed to it. I had a bad experience with customer service while I was there which is just a side note now to the story. Three months later our rotors are completely rusted and look terrible! I brought it back and they said "well, you aren't the only one to come here with that problem." I assumed that meant there had been a recall or something and they would fix it. He then explained to me why rotors rust and how it us normal. When I refused to accept that and said I haven't seen any other Siennas or other cars on the road with this problem he said it came to what material they were made of and the quality of the material, which told me they are selling customers cheap rotors that rust. He then blamed it on the Sienna have "open" wheels. I explained the rotors they took off that were 3 years old were not rusted and we haven't seen other Siennas with the problem. He had to make a private phone call and then said they would not replace the rotors because there was nothing wrong with the function, it was a cosmetic problem. He offered to order some black coating "that usually comes on rotors to prevent rusting" to coat them with. When I said, "so a better quality rotor would've had that coating on it to prevent rust, he said yes. So whatever you do, DO NOT buy rotors from them. He said I was one of many coming back complaining about their rusted rotors. A company that wants to correct a problem (whether functional or cosmetic) should replace the rotors when they appear like this after 3 months! UPDATE: An employee replied to me review making it sound like they wanted to make it right and asking me to come by. I stopped by with all five of my kids, and I was told that what I said was not true, they argued with me about what I was told the previous day by one of their employees saying it wasn't correct, and they insisted it was normal for my rotors to rust and I was being too picky. I showed them every other Toyota Sienna driving by did not have rusted rotors and they said I was not right about it. I let them know I only stopped by because they said over the phone they wanted to make it right. I did NOT stop by to fight with them about it and that was all he wanted to do. I called Ken Towery's trying to file a complaint higher up and the person on the phone was very sympathetic and said they would want to make it right but he would have to speak with a boss about how to proceed. When he got to me he let me know he had spoke to a boss higher up and was told they would not do anything about the rotors. I have attached a picture of the quality of rotors you will receive if you get them at Ken Towery's on Harrodsburg Rd. These are less than a year old in the photo."