I would always pay a higher labour rate to guys like Ken or Jash to work on my car for a discounted price on parts. A high labour rate is not just for the fancy signs out the front of the building, its also the experience, and the use of their equipment you are buying, and as Jash mentioned loyalty to people these days is quite highly rated.
Most places quote retail on email (I do) as most emails are not taken overly serious. ALOT of emailers are keyboard warriors with nothing better to do than get quoted on work they have no financial meansor intentions to get, which is just a waste of time for the company.
My thoughts are, if you dont like Ken or the way he does business, and you cant go to his shop and sit down face to face and chat to him in a civil manner about the quote or problems you are having, then you dont really have a place to bag him out, especially publicly.
Oh and for the record, I have never used used Ken.
Thats just my thoughts.