Ken Caryl Glass

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I got several bids for a glass rail for my loft, with and without posts and hardware. I ended up installing the clamps, hardware, and posts myself and then Ken Caryl Glass came and measure for the glass. They sent back the measurements and pricing. I put in a 50% deposit. In two weeks, 4/16/2012, the glass came in and I picked it up, paid the remainder, and brought the glass home only to discover that the glass didn't fit. The cutouts made in the glass were measured wrong, the glass was still covering the pin locations which meant that the glass was not securable to the hardware. These pieces of glass are tempered to withstand breaking and also means that it cannot be recut to adjust for the measurement errors.

I called Ken Caryl the same day that I tried to install. I was told that it was my problem because I had the wrong clamp and pin hardware. How can the clamp and pins be wrong, since they were already in place when the company came out to measure for the glass. They knew exactly what was needed and what I had before cutting the glass.

I was given two options: buy new clamps or buy new glass, both at my own personal expense. I chose the third option, which was to dispute the charge through my credit card company. I'm still in the midst of that whole process, its been several months. On 8/14/2012, I was called by a Beth, i think she is the owner, and she basically said that my clamps wouldn't hold if they made the glass the way that I wanted. I have had several second professional opinions on this matter which say my clamps will hold the glass and have everything in writing. I have been proven right that my clamps are just fine and would hold the weight of the glass that we had wanted, but Ken Caryl still won't admit any fault. Beth has now said that Ken Caryl are just going to take me to Small Claims Court because my credit card company has put a hold on the money. I said that was fine. Whatever would resolve the dispute.

Beth has finally offered to buy me new clamps that she says would fit the glass cut. She won't verify or guarantee that the new clamps will rectify the problem. I might accept that only if they will do the install, since I had already installed the first set of clamps myself and do don't know if the new clamps will fix the problem. She wants me to install and says that the clamps "should work" and if not, then they will give new glass. They want me to just trust them it will work, just like the glass was going to fit the first time. During this whole process, they have NEVER come out to my house to verify or look at the problem that I've brought to their attention.

This is the worst company I have dealt with in my life. They have the worst customer service from the top to bottom. Everyone from the receptionist to the owner have all been rude and no help. I have zero idea how they are still in business they way they treat people. I guess because I paid them almost $2000. What a rip off!!! Save yourself time, money, and effort and don't use Ken Caryl Glass. You have been warned.