Rated 1 out of 5 by MMQhomeowner63 Terrible Experience All the Way Around and Getting Worse
Given Old Town’s incompetence and costly mistake and many other failures, we will be going elsewhere for our future window and door needs. Here is our story after spending over $11,000.00 with Old Town. We are remodeling an entire home in Marin where we recently moved. We extensively remodeled our prior home on the SF Peninsula using Milgard windows. We were very pleased with the supplier and Milgard – no problems whatsoever. When we moved to Marin, we reached out to Milgard to once again purchase windows. Milgard referred us to Old Town Glass in Novato, CA. We requested that Old Town come out and give us an estimate for a portion of the windows as we are doing the remodeling in stages. We received an estimate for the windows plus labor for installation by Old Town. While Old Town prices were competitive for the windows, its labor costs were significantly higher that anyone else from which we received quotes. Thus, we decided to purchase the windows without Old Town labor and looked to another contractor for the installation. When we were ready for the next phase, we again had Old Town come out and give us an estimate. We later purchased a Phantom screen system and had them install it. This is where our problems began. There were significant delays in receipt of the window orders which we could live with. They also seemed to have lost our screen order and the receipt and installation took much longer than originally promised. When the windows finally arrived, one window (which was supposed to be the same size as the first hall window) came in significantly larger than what it was supposed to be. In fact, it was about 6 inches longer than the existing window opening. As a result, we could not use the window as it was significantly taller than what would have worked even if we made the current opening larger. We would have made the opening larger if we could, but we would have been into the header and roof. Thus, the window was completely unusable and there was no other place to use it in the house. We went back to Old Town because they did the measurements. Not only did the owner refuse to speak with us after numerous requests, his staff repeatedly said it was all of our fault because we were solely responsible for measurements if we were not using Old Town for installation. Now, if it was a couple inches off, we could have dealt with the situation, but this window measurement was way off. We relied on Old Town as the expert to measure the windows accurately. We also could not believe that they would not work something out with us after ordering over $11,000.00 in windows from them and we were intending to place significant additional window and door orders from Old Town for our next phases of remodeling. Old Town refused to work with us. After some discussion with Milgard and our offer to financially participate in the purchase of a replacement window, Milgard helped negotiate a replacement window for half of the original cost. Milgard was essentially willing to sell the window to Old Town at a significantly reduced price and we were going to pay a significant sum. Thus, Old Town bore no financial loss in the situation.
April 4, 2016
Rated 2 out of 5 by Marin101 Rude and Lazy
They have the worst customer service in Marin hands down. I got their number off of this site, called and made an appointment for a repair of our sliding door which was out of warranty. One screw came out from underneath the door. The guy was half an hour late, told me the repair will take 20 mins but I'll be charged for an hour ($150) and he doesn't have the parts (why did you show up without parts when I described the problem exactly over the phone), told me that they recommend replacing tracks (even though mine are working fine). The technician expressed dissatisfaction with driving "all the way" from the neighboring town (lol!). I said that's fine, please give me an estimate and I'll make a decision on the tracks later. The low estimate was $500 for the tracks. Plus the broken screw $150. The technician called the office and spoke for about 10 mins, while freely walking on my deck and observing the the construction down in the backyard, even though I don't remember inviting him to the deck. Lol! Then they made it clear to me that they aren't going to fix the door without having me replace the tracks. Both the technician and the office manager (Dave) announced like they were doing me a huge favor that they won't be charging me for the visit. That is when my jaw dropped and I reminded them that their estimates are free and they didn't do any work. When I made it clear I want the issue with the screw to be fixed first, they told me to find someone else.
I later called another company and mentioned replacement of the tracks and they told me that the tracks should NOT be touched unless they are not working properly.
Yelp reviews on this business account for 2 miserable stars. I wish I looked at Yelp first before contacting them.
P.S. The site doesn't allow to save one star review so I was forced to check two stars. :)
October 16, 2015
Rated 5 out of 5 by Rockon This family operated company is one of the best in Marin County.
We have used Old Town Glass for several years on quite a few projects including new construction and remodels. They have incredible service and knowledge of their products. We completely gutted an apartment building in San Rafael and used Milgard replacement windows. They are beautiful. The white vinyl finish and dual pane windows cleaned up the outside appearance of the building. It was built in the early 1900's, so the insulation improvement was substantial. The windows handle and move very smoothly with locking devices that make our tenants feel safer. We easily installed the windows and are very satisfied.
March 27, 2014
Rated 5 out of 5 by GBode Who's Down With OTG!?
Yeah! You know me!!!
The entire staff at OTG is wonderful! Extremely helpful and knowledgeable. Hardworking, passionate, and detailed oriented, this family owned business is top-notch!
Thank you OTG for all your hard work and help!
March 25, 2014
Rated 5 out of 5 by Coopers947 Best advice and products
We just bought a new house and the windows were way too old. We spoke to Michelle at old town glass and she was incredible. They came out to do an estimate and got started so quickly. Got the best product for our house, and most importantly it all looks amazing!
March 25, 2014
Rated 5 out of 5 by Facilities All around great!
When I use a company that I am happy with then I am excited to recommend them and Old Town Glass is one of them. I run a couple different commercial buildings and always go with these guys. My whole family uses Old Town Glass. My brother is a general contractor, my dad runs a large commercial building, and all the other members of my family and friends. Residential or commercial. I have seen both sides and always with success. I have worked with them on mirrors, showers, windows, and storefronts, doors, etc. They have been around for a long time and there is a reason for that.
March 25, 2014
Rated 5 out of 5 by Erin44 Professional, knowledgable, and OUTSTANDING customer service!
We were looking for someone to replace all of our windows in our home in San Francisco. Since we live in the top unit of our building, this was going to be an extremely challenging job. The staff at Old Town Glass worked with us through the entire process, ensuring that we were receiving the best product and price. From purchasing to installation, the entire process ran smoothly and quickly. The customer service at Old Town Glass is exceptional and their staff is knowledgable about all of their products. We couldn't have had a better experience!
March 23, 2013
Rated 5 out of 5 by Theresa24 Great product, outstanding customer service.
Old Town Glass did a glass, custom door in my home. I had pictures of what I imagined the finished project would look like. They understood what I wanted, verified the dimensions, and came and installed the door within the week.
Their customer service was excellent, the finished project was well done within a reasonable price. I've recommended them to several family and friends and they had similar, pleasant experiences.
March 22, 2013