We ordered new screens and two frames were taken out for re-screening. We had to wait for a long time (that is OK because we knew the door screens take a long time to arrive) and when the company finally came to install it turned out they lost our two small frames and had no idea where they are. They took new measurements but this problem was berried and we have never received any follow-up calls so when I called their office nobody had any idea we had an issue and where our lost screens are. There is obviously some communication problem inside the company. I had to call and write to confirm that we can finally get our rescreened window frames. I think customers deserve a bit more attention and care. read more

Old Town Glass' website says they are a Marvin dealer. I asked about Marvin windows to match some existing windows. Erik said, " Currently, we are a material supplier only and do not offer installation services." So, I asked for a referral to a contractor that will install Marvin windows. Erik said, "Unfortunately, we are not recommending anybody in the meantime. The few GC's that requested we refer them out have asked that we no longer give out their information as they are overwhelmed with requests." What good is a window company that doesn't want to sell windows? read more

Old Town Glass came to replace a mirror in the bathroom and a window in the kitchen. It had taken a long time to get the glass to arrive. The two guys--Brian and another one--had an attitude. The result was: they broke the light fixture in the bathroom, did not apologize, made excuses and left it dangling from two large pieces of red tape. The mirror--they had the wrong size, so they left the old one, under the newly broken light fixture. The kitchen window--they had the wrong size. So they turned it upside down, broke it some more, and put it back in, again, covering the mess with a huge red tape design. I asked when they'd have the right sized ones. They were surly and said they did not know. After they left, I discovered they'd left a lot of their equipment here, and left a mess where they'd been breaking things. I put the equipment and stuff outside. And when they came a week later to pick it up, they did not even thank me. I could have sold it on CL. Almost two weeks later, Brian arrived to put the right sized mirror in. I let him in. I was involved with something, and he interrupted me, asking me to come back and look at the space the new mirror was to go. He asked how the mirror should be installed--drilled into the tile or some other method, using the metal bar from the previous mirror. I am renting this house and paying a good amount of money to live here. Though I am savvy to renovations and could have answered his delimma, it is not my job, or my house. And I have better things to do with my time. So I told him to ask the homeowner, next door. Brilliant Brian then told me to "take a picture and send it to him." Well, I'm not his secretary. I told him he needs to take the picture and communicate with the homeowner directly. And I left. I texted the homeowner, and did not hear back from him. But soon I heard the drill. I walked back to the bathroom and told Brian to not drill into the tile. It would be a huge mistake to drill into the tile. He stopped what he was doing. I texted the homeowner, again asking him to come over. But Brian wasn't done being rude. So we had words. He denied that he was rude. Then, I was walking through our hallway to the living room, and Brian came walking from the opposite end, towards me, with a long screwdriver in his hand--and he did not slow or move aside to let me--the older woman, who lives here, pass. He is so rude. You cannot teach that kind of rude in school. It has to be learned from an arrogant family with no social graces and a barrel of contempt. In fact, Brian, not only rude and contemptuous, but also being a taller male walking towards me, with a long sharp object in his hand, felt menacing to me. I felt my fight reactions. I turned and told him that his not stepping aside for me to pass in my narrow hallway was rude. And I told him he'd been rude before, in each instance of my interactions with him, including the previous visit when they broke the light fixture, broke the window, failed to replace them, left us with big swaths of red tape, and had no apologies. He did not understand. He wanted specifics on how he'd been rude. So I detailed it. I've worked for decades and owned businesses, and I consult on business practices, including customer service. However, I was put off that he needed my instruction at that moment, without paying for it, and costing me for it and I mentioned how much I charge per hour for a consultation. Obviously Old Town Glass and he need that help. Brian took off his mask--in my house--and retorted, "You know what IS rude--assuming you're better than other people because you make more money." Well, that is not what I had said at all. In fact, I am not sure how much Brian makes to come harass people and break things. In fact, I had said that every business depends on good customer service, and that both the times he was allowed into my house, where I am living and working, he was rude beyond measure, and the customer service was horrible. All businesses hinge on how they treat people, I said. I gave him that freebie, and he turned it around to a paranoid insult. But Brian did not let the truth stop him! Nope, he stood in my bedroom vomiting up immature sarcastic responses, when he should have been working in the bathroom to put the mirror in. So, rather than punch him, I kicked him out. And called the company. The mirror--it is not installed. The window--it is not installed. Brian, he ruined a good day. I don't believe in having people fired--I believe in people learning how to do their jobs better from constructive criticism or real guidance from the company. But in this case--Brian's skills are not measuring, installing, or working around people. So he needs a different job. And we will never hire Old Town Glass for anything. read more

Old Town Glass - Old Town Glass measured wrong, came out, broke the window more, and left us with this for a month. - Windows Installation Near Me - Novato, California

Old Town recently serviced my shower door, which they installed over 20 years ago. Their service was prompt and professional, and the rate charged was market. Business longevity is based on service. Old Town ticks these boxes, as far as I'm concerned. read more

The worst vendor I've dealt with in North Bay ... I called to get a sliding glass door glass replaced (broken by weed eating). OTGlass scheduled a time for an estimate and the fellow was lovely: on time, focused, pleasant. In a day I received a reasonable quote via an online app, approved the quote, & was informed OTG would be in touch soon. Never heard from them for days. I called them and they seemed unsurprised that no one got in touch and we set a time for the work to be done. Two workers showed up, did the work, and left. We'd tipped the workers on top of the $400 installation fee. As I was not home at installation, my wife later said that the door didn't operate well and would not lock. Not only did the door not operate without great force or lock, but there was glass outside the "fixed" door. Further, we had noticed a lot of glass in my driveway where they'd parked their truck. I called OTG and left a message. Didn't hear back. Called again and left message I'd be in meetings and not available until after 12/noon. They returned call next day at 7:24 am and when my wife called twice so we could coordinate timing, never heard back from OTG. I called again after noon and got call back from an obviously irritated OTG worker. They agreed to come and fix stuff... saying about the glass in driveway "probably just fell out of our truck" as though that happens all the time. No apology, nothing in the least communicating concern for the lousy work and our hours to host them. The two workers showed, and took about 1.5 hours to fix the door and seemed quite put out at having to fix door (which operated perfectly prior to their work). Moreover, they did a lousy clean up of the driveway glass, still leaving lots of glass we finally swept up. This is evidently all OT Glass does: glass; and they really communicated on the phone and live they really could not care less. Find another vendor. read more

Excellent quality of windows to choose from. You will need to hire your own installation crew. Be prepared to wait for windows to arrive due to the pandemic and demand of products. I'm super happy now that the windows have arrived. read more

they were recommended by one of our sons. We had 2 broken windows. They came out, but never submitted a bid, or called to say they weren't interested. I did email them once to follow up, but no response. Not very professional. read more

I don't know how this place stays open. I went in there and talked to a sales person (Olivia King) with a request for a bid on a few doors and a problem that I was having with some doors already purchased. She took my name, number, e-mail and asked me to send her photos of the issue I was having, assuring that she would get back with me shortly. Well 3+ weeks later...nothing. I e-mailed her the photos and reiterated my name, number etc. and nothing. A business can't be worse than by ignoring its customers. Ultimately I went to another window store where I was treated with respect. read more

I had a wild turkey fly into my large living room window and shatter the outer pane of glass. Poor guy lost his life in the process. I called for three window replacement quotes and of course asked for delivery time etc. I chose Old Town Glass and they did a great job. Moreover, the window is up several feet off the ground outside. Not an easy installation. I am really pleased with their service and will reach out to them first if I need more work in the future. Bravo Old Town Glass! read more

I am used to pretty terrible customer service having survived a major remodel of my home where I contracted directly with several contractors and installers of floors, roof, windows, etc. Old Town Glass has set a new low bar for service. I guess at some point, you just let it go as "they don't want your business", but was shocked to see that the person I was interacting with, John Pope, was the actual owner of Old Town Glass! Their service and performance on this deal simply could not have been worse. The unbelievable thing is that we wanted to use them, but John's complete and utter failure to return phone calls or pretend to act like they actually cared about us as clients made it impossible for us to select them. Stay Away! read more

You know what I hate? People who don't follow through. It ends up wasting a lot of my time. I should have checked Yelp before I bothered trying to give Old Town Glass my business. Michelle was very helpful when I walked in. We looked in a catalog and found a part and everything seemed great. One of the experts even came over to help. I left happy to have chosen Old Town Glass. Then I didn't hear anything. I called and left Michelle a message. Nothing. Next day, another message. Again, nothing. I called a third time and asked her if she got my previous messages. She said she had and that she had taken the morning off. Fine. Then we agreed more follow on steps and it has been weeks and no action or follow through. Conclusion: I will not work that hard to give a company my business. To the owners/managers of Old Town Glass: you can't keep customers happy with words of good intent and no follow through. I'm off to Home Depot to give them my business. read more

PROFESSIONAL WINDOW INSTALL Great family business that delivers as promised. Had windows installed in my condo. Work done well except for a crimp in one window screen at completion of install. Showed the installer and had a replacement ordered and installed a week later. Their ability to take care of this minor issue in a professional and timely manner impressed me. read more

I have had a french door installed and ordered numerous windows from Old Town Glass and have always had a great experience. Jody has always responded quickly when I email and is great with details. What I like about OTG is that they broke down the cost between labor and material so I went to Freidman Brothers to compare prices of all the windows and OTG was actually a bit cheaper so I went with them. Also the installation of the french doors was seamless. I had another set installed in our dining room by a different company and was not as happy with the finished product. They just didn't have the same attention to detail. All the windows I ordered (8 of them) came in and were perfect. The only glitch was that two of them had the wrong handle style. Jody ordered the new ones right away and they were easily replaced. I see that there are some other reviews on here that are not favorable and I'm really surprised. I have had nothing but great experiences with them! read more

Scott (and the rest of the team) is amazing to work with! Very quick to get pricing back, and super knowledgeable and communicative.

Just went in to look into order Milgard sliding glass doors, great customer service! Entering the building, I was greeted immediately and got right down to business. Everyone was so incredibly friendly and knowledgeable giving me all sorts of advice for what I should purchase. As I went to order I was not only given several options for my purchase but also given detailed explanations of different aspects of ordering I would need to know. She explained title 24 glass and different types of screening (I have cats) and went over the different prices. They happily printed out several different quotes for me to take home and discuss with my family, writing little notes on each to remind me of the difference between them. All and all, this a classic family business that is wonderful to their customers and deserves your business. read more

Called to have two windows repaired (we live on a golf course) and was told that they were booked for estimates until the middle of December and Installation would not take place until January. They are the Milgard distributor in town, and we have Milgard windows. Disappointed a local company would not be able to fix a broken window. read more

Mike did a great job for us. We appreciated him finding the best product at the best price. Thank you, Mike!

Maybe these guys are good if they actually get back to you in a decent amount of time. But I would not know because they did not. It took over 4 days for them to respond to my voicemail. Fail. read more

I cannot believe the lousy customer service from this company! I am absolutely amazed how these people stay in business with the amount of incompetence we recently encountered. We had just moved out of Novato and needed new mirrors in our Novato condo for renting it. Twice they screwed up the measurements, which meant my husband had to drive an hour each way THREE times back to the condo to meet them. Third time they got it right, but barely. When we told them this had been a huge inconvenience we were told it wasn't their fault but who they send the mirrors out to. As a customer, I really don't care! Take some lessons in customer service and accept responsibility, don't pass the buck! An apology would have at least been nice. Even worse, they left us hanging about installing new screens at our new house acting like it was too much of a pain to drive out of Novato. So you don't care about inconveniencing us, but it's too much for you to drive out for a customer. At this point, we had already spent quite a few bucks with them on reglazing windows etc. and we were planning to do a lot more with them with our new house, replacing all of the old skylights, but this was the last straw. We decided to just pick up the one sliding door screen that we had ordered and not bother waiting til god knows when they could install it. When we went to pick up the screen which we had ALREADY paid for, they said it had not been made yet - when it had been measured over 2 weeks ago!! In fact, no one could tell us what was going on with the screen, we waited over 10 minutes while they tried to 'find' it. We were so done at this point we demanded they credit us for the screen and walked out. We called another company and within an hour they had someone out measuring and had scheduled install in a few days. read more

Bought $4000 worth of Milguard windows from Old Town. Almost all the windows were delivered with over spray paint on the glass. Unfortunately because the windows were dusty from being on the job-site our contractor didn't notice the paint until after the windows were installed. Called up Old Town and they said, point blank, that the mistake was my problem and that I had to work with Milguard to remedy the issue. Wow. So I buy something from you and you tell me it's my problem to work with the manufacturer? Unbelievable. In the interest of resolving the issue I did, in fact, work with Milguard. Unfortunately Old Town, as the dealer who sold me the windows or perhaps because they were the nearest dealer, were the ones to service them and replaced the panes of glass that had over spray. This joke of a business could not even do that right and had to make two trips as they forgot some panes the first time. Two days I had to take off work because of these idiots. Old Town failed on several accounts: 1. Not inspecting the windows received from the manufacturer for damage or defects before they sold them to me 2. Not taking ownership of the problem once they were made aware of it and treating the customer that had just handed them $4000 a few weeks before like crap 3. Not fixing the problem in an expedient or competent manner 4. And, not that I was expecting it, no follow up, nothing Looking at these other reviews I don't think Old Town will be around for much longer. They have no idea what customer service is. Months later it still blows my mind that Old Town told me to contact the manufacturer about the defective windows! I didn't buy the windows directly from the manufacturer. I bought them from you you idiots! read more

I will not hire these people again. I purchased Milgard windows from Old Tow Glass a few years ago and they also did the installation. Recently a sliding door stopped working so I called Old Town Glass . They sent someone to look at the problem and declared that the window needed new rollers. They would charge $350 for the repairs but admitted (after being asked) that the windows had a lifelong warranty from Milgard and that Milgard would come to do the repairs. I called Milgard and it took a few weeks during which I could not use the door. When they came they told me that the door was simply off the tracks and they put it back on the tracks in less than 30 seconds!!! Obviously this makes me question Old Town Glass ethics or competence or both. read more

They just did our porch sliding glass door and all the windows. The windows look good, but they didn't totally clean up after themselves and someone left a metal scraper on my desk. Forgotten tool or something for me to remember them by? read more

Sh%$^& customer service from this company! It took weeks to get back to me with an estimate. Finally when I got the estimate it was $20K more than the same material and installation compare form two others companies in SF. One estimate was $10k, the second was 12K and OT want it $30K. They simply could say that they didn't want to do the job. Seriously 20K over the same thing from two different company for SF. Thanks but no thanks. Old town is getting old! Call Glass All in SF they will be there the same day to talk to you in person. read more

I have used Old Town Glass for many years and it is still Good fair pricing and quality service. They came for my shower door that was not closing or opening properly and determined it needed a new hinge, they ordered it and called me when it came in and came right out to install it. Cleaned up after they were done and I couldn't be happier. read more

Staff from the front desk to the installers were very helpful and professional. Working with OTG staff was the easiest part of my bathroom remodel. Installers arrived on time, made sure to work cleanly, and did not leave until I inspected and was happy with my product. I love my frameless shower doors and shower screen. I will be using Old Town Glass for any and all of my glass, window or mirror projects in the future. read more

Old Town Glass - Windows Installation Near Me - Novato, California

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We needed to replace the glass on our sliding door and found Old Town Glass in the Diamond Certified Guide and decided to give them a try. It was one of the best decisions we ever made. They came by that very same day to provide an estimate and after we gave them the OK, they ordered the glass. Everyone that I dealt with there was very helpful and professional. Old Town Glass was also able to help get us scheduled the very same day the glass arrived. This was a lifesaver because the shattered glass finally started to come off the door that same day and with a kids at home that's not good. The two gentlemen that arrived to replace the glass were very professional and were able to knock the job out very quickly. They even vacuumed up all the debris and made sure there was no glass bits on the floor. We are very satisfied with their service and attention to detail. Highly Recommended! read more

I would have to agree with many other reviews here. Poor customer service. How hard is it to prepare a quote? After multiple emails, several weeks of waiting for a quote on a few new windows, I finally had to give up. What a waste of my time. Are you listening, Marvin Windows? These guys are making you look bad. Don't waste your time here. read more

Horrible experience. Was treated with total disregard and disrespect, wasting a lot of my time. John came out to take measurements and promised an estimate the next day. One week later, no estimate. 3 phone calls not returned. Finally I was told John's notes are missing. Well people make mistakes, so I agreed to have John come out again and measure. Again no estimate or call back. Then was told they had sent it, but it came back as spelled my name wrong. They did not think further action on their part was required. When the estimate finally arrived, only a number- no measurements, no itemization. Apparently they do not like jobs where the size of the window is changed. But I had a contractor and just could have purchased the windows from them if they had treated me appropriately. Apparently I am not the only one- see Mary F review- so BEWARE of dealing with Old Town Glass. read more

When Zack from Old Town Glass comes to look at your project he will give you a fair and accurate price. He has a vast product inventory and is incredibly knowledgable about his products. read more

Ordered Phantom Screens through Old Town Glass in Novato, California. High Tech Screens is the distributor and the manufacturer of the screens for Old Town Glass. I contacted High Tech Screens first before making a purchase through Old Town Glass. I spoke with RICK about coming out to measure 2 doors (small job I admit) and see sample colors. Rick informed me, very clearly, he WOULD NOT come out to measure until I purchased the Phantom Screens and paid in full. After a bit more conversation about my unwillingness to purchase a product I haven't seen sample of, Rick told me to go to Old Town Glass and look at the office samples. I did go to Old Town Glass......there were no samples to view. The samples were out on a job (as a distributor one would think 2 samples pallets would be given to retailers...one for office/one for jobs). I did place my order with Old Town Glass because they did come out and measure & show samples. I was told 2 weeks for installation on May 3, 2016. High Tech Screens failed to manufacture the screens until after June 3, 2016. I called for status, Old Town Glass said Rick hadn't gotten parts from Phantom Screens... I called Phantom Screens on Tuesday. On Wednesday, Old Town Glass called and scheduled installation for Thursday. The screens were not at all to the standard of PHANTOM SCREENS installation guidelines.. Many issues...Handle upside down, sill screwed in askew, screws missing, large gaps between screen and original construction and colors of parts inconsistent. The installer clearly wasn't sufficiently trained (this is responsibility of distributor) but he did advise us he would inform his office & High Tech. We never heard back from Old Town Glass or High Tech Screens & Shades. So I sent an email with photos to all entities... Phantom Screens, High Tech Screens & Shades and Old Town Glass. Still no word...... so I went to Old Town Glass to get a status..... I was told they were coming to my home that very same day.... but we were never contacted in anyway. Had to rearrange our schedules. Peggy, Rick's Wife & Office Manager, insisted my experience of Rick WAS NOT WHAT HAPPENED. She also put all responsibility on Old Town Glass. Items that could be fixed are fixed but some items cannot be corrected. The screens are not up to the Phantom Screen standard - great reputation - as we were hoping and what we paid more than full price to get. Average price per Phantom Screens is $449.00. We paid over $500.00/per screen. Seriously disappointed in the product, but much more so in the "customer service". read more

We used this company on our remodel and they were wonderful. I first called to set up an estimate and spoke to a women on the phone. She was super helpful and explained the entire process. We had an estimator come out to our house and measure for new Patio door, windows in our living room and kitchen. The estimator gave us lots of options based on what our house looked like and what we were trying to achieve. He also recommended for us to visit the showroom so we can see the options. The showroom was very helpful and the staff was great at answering questions and showing us the samples. We debated between Marvin and Milgard Essence. We ended up going with Marvin. We are so happy we did go with Marvin. The windows turned out beautifully. Old Town Glass did the installation and the installer explained the waterproofing they used which we felt was super important. My husband is hard to please as he grew up in construction and thinks he knows everything. I guess they use a different type of flashing than he had ever used. Once he learned he was sold! :) Old Town Glass, will be doing more work for us hopefully soon. read more

We have always used Old Town Glass in the past and had really great experience with them. This time the owner's son came out and tells us that he can probably get the latches on the Marvin windows that failed taken care of under warranty, despite being a little out of warranty, we of course believe him. He told us that and then not a word. For weeks. A few calls later and we finally learn that the parts were never ordered. So we start the process all over. They send a bid which is much higher than we were quoted - and then it takes months to get the parts and them to come install them. They finally come and install them, not covered under warranty, and broke a cleat on the window in the process. Not great customer service and over promised stuff that they clearly shouldn't have. Bummed. read more

Over the years I have used many of the larger Glass companies in Marin. Old Town Glass is the best. Reasonable rates, excellent workmanship, and very accommodating to the individual situation. Very friendly, honest, local, real humans. A few months ago had them install a large mirror and most recently, replace old skylights. I was so impressed with both the office and the installers, the craftsmanship was the cherry on the top. Both times, the work areas were left impeccably clean leaving no trace. How refreshing to be treated with consideration and respect for my time and requirements! read more

We recently went with Old Town Glass to purchase and replace our home windows and we are very pleased! Not knowing where to begin with such a large investment, we started by just getting a few estimates in town and one with a larger company. Unlike the other estimates, Old Town provided detail broken down by each window. This allowed us to work with them and make adjustments which helped to bring down the costs. We actually understood what we were purchasing and felt confident with our decision after spending each weekend (for a month) popping in their shop with questions and making tweaks. Angelina was very knowledgeable, patient and always friendly. They did everything we were expecting and did it well with no delays. Even our painter that followed asked who we went with as he thought they did a great job with the finishing details. We would wholeheartedly recommend Old Town Glass. read more

The negative reviews are oh-so on the mark. My first contact with the Old Town Glass was promising, as I visited the store two weeks ago to inquire about a frame-less shower enclosure. At that time a young lady gave me computer-generated estimates ranging from $2,400 to $3,000, dependent on hardware, spotting protection, and glass quality. When I tried to schedule a measurement the following week, the man to whom I spoke had no information about me or the estimates, even though my information had been entered into the computer in front of my eyes. Nevertheless, we agreed on scheduled time. Three days prior to the appointment, I rescheduled because of a conflict. A day later the company called to reschedule for another day at a 2:00-3:30 pm window. After rushing home from a dental appointment to arrive before this appointment, I waited until 3:45 pm, when the company called saying that a rep would not be able to come after all. Though I was very irritated, I again rescheduled. Underlying my irritation is the fact the company's original estimates are by far, the highest of the four contractors to whom I have spoken and I'm at a loss to figure out a reason for the premium. It is certainly not because of customer service. If I am having this much trouble getting a measurement, I would be out of my mind to pay extra for future agony, and I have decided to just cancel my rescheduled appointment and move on instead. read more

I am very surprised by a lot of the reviews that have been given to Old Town Glass. I have been using this company for years and have found they are always helpful and courteous. I purchased an entire house of Milgard windows from them. Anytime I have had a question or even concern I have called the office and they will send out the owner himself to check on anything. One time I called because my door wouldn't lock and John came out and adjusted it and didn't charge as he was able to fix with no parts! That is customer service! I have used them for screens every few years....I have dogs. They are able to re-screen on at there shop and normally take just a day or two to get the screens back to me. They have delivered and installed for me. All of there installers have been very polite and knowledgeable. I just recently had to call Milgard for a warranty part and I found out that they are backed up in there service department so they are sending work to Old Town Glass. I called Old Town and spoke to Michelle. She was so helpful on the phone and explained the process to me. They will be coming out to check on my glass that has gone bad in my kitchen window. I can't tell you how great it is to have a reliable local company. read more

Like others have posted business must be good for them because it took them 5 weeks to get a quote. And when I called to find out where it was they had no record of the visit. Not professional. No apology. Not getting my business. read more

Our Marvin Doors are 14 years old and needed repairs, and Old Town was an authorized dealer for Marvin. Started out great, someone came by checked out the several doors and their problems, and said an estimate would soon follow. After several weeks and calls later - still not even a return call. Decided to try again a few months later and after 3-4 emails and phone calls reminding them about our needing an estimate - still no call, email, ANYTHING! Unbelievable and I'm taking my business elsewhere! read more

Given Old Town's incompetence and costly mistake, failure to deliver when promised, failure to communicate, horrible customer service, and over priced labor costs, 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. Our first order totaled $5,365. When we were ready for the next phase, we again had Old Town come out and give us an estimate. Our second order totaled $4,734 plus we later purchased a Phantom screen system and had them install it for $950. 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. This window cost $650 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. When Old Town refused to work with us, we contacted Milgard concerning the problem since it had referred us to Old Town in the first place. You cannot purchase windows directly through Milgard, you must go through one of their dealers. Initially, Milgard was sympathetic but stated that its hands were tied. After some discussion 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 - only we did. Take your business elsewhere if you are looking for competence, responsibility, and good communication and customer service. read more

We used Old Town Glass for our Marvin Windows on an addition/remodel. First, I want to say, that we worked with Scott, who during the selection/order/delivery process was wonderful. The problems began when we discovered that one of the french doors was no longer locking (3-6 months after installation). The doors had shifted and the lock no longer fit in the hole. Well, 4 calls later, having spoken to 3-4 different people there, and each one promising an answer or follow through... still no locking door. No one ever called me back!! Now in fairness, Scott just happened to be on vacation when all this happened, and on the final call someone finally told me that the contractor was liable, but after spending thousands of dollars with this company, I expect better customer service/more follow through. And the thing that sticks in my head is that not a single person apologized for the multiple delays. I could be wrong, but this seems to be a trend in customer service in general that I've noticed...when someone is in the wrong, they never apologize. How about we start charging these companies for OUR time that has been wasted due to poor customer service. Despite our originally good experience with Old Town Glass, I would definitely have pause in working with them again after this most recent experience. read more