Diamond Certified Company Report

Old Town Glass

Diamond Certified Company Report

Old Town Glass

Diamond certified ratings dashboard
CUSTOMER SATISFACTION i
Customer LOYALTY i
Helpful Expertise i
Company Credentials i
  • Workers Compensation
  • Liability Insurance
  • License Verification
  • Business Practices
  • Current Complaint File
  • Legal & Finance
Phone SURVEY RESPONSES FROM 350 VERIFIED CUSTOMERS i

Angie I.

VERIFIED Old Town Glass CUSTOMER

1 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

It was a fair price. They did a good job. My seals still work and my screens still fit perfectly. They did a great job.

They were professional, they knew what they were doing, quoted a reasonable price, cleaned up after themselves, and made sure the windows were spotless by the time they left. They were on time, quick, and fast.

Gerald W.

VERIFIED Old Town Glass CUSTOMER

2 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

They go out of their way to please.

Quality service and very little red tape, I'm totally satisfied. They're a '10', and there is no room for improvement.

Joanne W.

VERIFIED Old Town Glass CUSTOMER

3 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

I got the best deal. They were thorough and they honored my estimate a year later, even though it took me that long to decide. If I ever need another window, I'll call them again.

When I went in, I got excellent customer service. They took the time to explain everything and gave me their undivided attention. They were friendly. The estimate was clearly written.

Read All 350 Survey Responses at Ratings View
Diamond certified VIDEO PROFILE
Diamond certified company PROFILE

John Pope, Owner/Manager

Old Town Glass is a residential and commercial glazing contractor and window and door product expert. As a full-service firm, the company installs, repairs and services a variety of glass products made by several leading manufacturers, including Marvin Windows and Doors, Milgard Windows and Doors, and Integrity Windows and Doors. Its AAMA InstallationMasters™ Certified window and door installers are factory-trained to install and service all the products it offers.

Owner John Pope says Old Town Glass’ success is due to its “hand-in-hand” approach to customer service. “We receive a substantial amount of word-of-mouth referrals. Our professionalism and courtesy have really resonated with our clients. They enjoy the personal attention we show them.”

Old Town Glass’ installation capabilities extend to numerous other products, including deck railings, shower glass, mirrors, skylights, shower and bathtub enclosures, and more. “We also have a large inventory of parts for older products if a customer needs to repair an old window or door,” adds Mr. Pope. “If we don’t have it in stock, we can usually get it within a week or two.”

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DIAMOND CERTIFIED RESEARCHED CAPABILITIES ON Old Town Glass

Service AREA

Marin County
Sonoma County

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SERVICES PERFORMED

Sales & Installation
Commercial & Residential
Glass, Screens, Plastics, Mirrors
Frameless Showers
Windows:
Wood, Aluminum, Vinyl, Fiberglass
Doors:
Interior, Exterior, Sliding, Front, French

BRANDS Supported
  • Glasbox

  • Marvin

  • Sky-Frame

  • Milgard

  • Andersen

  • All Weather Architectural Aluminum

  • Hope’s

  • LaCantina Doors

  • SaftiFirst

  • Integrity by Marvin

  • Arcadia

  • Oldcastle BuildingEnvelope

  • FSB

  • Rocky Mountain Hardware

  • Dorma

  • KL Megla

  • Guardian Glass

  • Agnora

  • Simpson Door Company

  • T.M. Cobb

  • Trustile

  • C.R. Laurence Co.

  • Velux

  • Wasco Skylights

DIAMOND CERTIFIED RESEARCHED ARTICLES ON Old Town Glass

Two Old Town Glass technicians install a sliding glass door on a client’s home.

Company Profile

Old Town Glass is a residential and commercial glazing contractor and window and door product expert. As a full-service firm, the company installs, repairs and services a variety of glass products made by several leading manufacturers, including Marvin Windows and Doors, Milgard Windows and Doors, and Integrity Windows and Doors. Its AAMA InstallationMasters™ Certified window and door installers are factory-trained to install and service all the products it offers.

Owner John Pope says Old Town Glass’ success is due to its “hand-in-hand” approach to customer service. “We receive a substantial amount of word-of-mouth referrals. Our professionalism and courtesy have really resonated with our clients. They enjoy the personal attention we show them.”

Old Town Glass’ installation capabilities extend to numerous other products, including deck railings, shower glass, mirrors, skylights, shower and bathtub enclosures, and more. “We also have a large inventory of parts for older products if a customer needs to repair an old window or door,” adds Mr. Pope. “If we don’t have it in stock, we can usually get it within a week or two.”

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Company Philosophy

“Our courteous and professional staff is dedicated to providing the best glass products for each individual customer's application. We try to simplify the buying process by offering an array of products from well respected and trusted manufacturers. Our customer-centric management style has been adopted by everyone in the company–our primary concern and the true measure of our success is our clients' satisfaction.”

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Comparative Summary

A customer in the market for glass products can quickly start to feel overwhelmed with choices. Old Town Glass believes that the answer is education. The more customers understand about their options, the more they feel empowered to make good decisions that fit their budget.

This style of customer service, what owner John Pope calls the “hand-in-hand approach,” is well-suited to Old Town Glass, a family-owned and -operated company. The company has grown largely by word-of-mouth, for which Pope credits his company’s policy of professionalism, courtesy, and personal attention.

Rather than work with subcontractors, Old Town Glass uses its own employees for all installation and service work. Because the company exercises such tight control over each project, says Pope, customers always have a place to go for good advice and straight answers–on glass type, aesthetics, customization, color, budget, or energy efficiency.

Offering full-service sales, service and installation of residential and commercial glass, Old Town Glass is a California licensed contractor with a C-17 glazing license. Its specialties include broken window repair, new construction windows, replacement windows, doors, commercial glass systems, skylights, mirrors, and custom shower and bath enclosures. Customers receive free estimates and can request an appointment by phone or via the company’s website, www.otglass.com.

Old Town Glass also fixes older products whenever feasible, a service many other glass installers are reluctant to provide.

As a high-volume business with a strong supply chain, Old Town Glass can also assure its customers competitive pricing. It installs only products from the most respected and trusted manufacturers.

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Industry Info

Websites and demos are terrific. But if you can, visit the showroom. “No question, learning about glass products from a website or home demonstration can be hugely helpful and convenient. But whenever possible, visit the showroom and experience the product for yourself.”

Valuable advice from John Pope, owner of Old Town Glass.

“For example, a two-by-three sample of a patio sliding door might look and feel great in your hands. But once it’s mounted in your home, you might find the full-size difficult to open and close,” Pope warns.

Energy efficiency has also become a high priority for homeowners, particularly in window installation. Those concerns have not gone unheeded by the industry. Most wood, vinyl or fiberglass frames on sale today—aluminum is an exception—are energy efficient. However, thermally broken aluminum is available for projects requiring the strength of aluminum and energy efficient performance.

For the best energy efficiency, consider triple-glazed panes. Fast becoming standard, these panes are separated by pockets of sealed-in air or gas and treated with a “low-E” (low emissivity) coating that reduces energy loss. The best windows also have thermally-improved or low-conductance spacers between the glass panes at the edges of the window. These spacers are necessary in any insulated glass (multi-pane) window.

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Frequently Asked Questions

Q: Can I shop for glass products from your catalog or website?

A: You can. But whenever possible, try to visit our showroom. There’s no substitute for experiencing the product yourself.

Q: Are your installers licensed and insured?

A: Absolutely.

Q: Old Town Glass is authorized by the manufacturers of its products to install those products. Is that important?

A: Yes. Most manufacturers’ warranties are invalidated if the product is installed incorrectly. Whoever you hire, you don’t want their mistakes jeopardizing your coverage under the warranty. Which also means, unless you know what you’re doing, you shouldn’t install glass products yourself.

Q: Do you sell energy efficient products?

A: Yes. We offer many options in energy efficient windows and doors that meet Energy Star requirements. We also comply with the requirement that anyone installing windows or glass in a pre-1978 home be licensed and certified by the Environmental Protection Agency.

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SELECTED PHOTOS FROM Old Town Glass

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DIAMOND CERTIFIED EXPERT CONTRIBUTOR ADVICE & TIPS FROM Johnny Pope

Expert CONTRIBUTOR PROFILE
  • Johnny Pope is manager of Old Town Glass, a Diamond Certified company since 2006. He can be reached at (415) 897-0088 or by email.

Johnny Pope: Top Glass

By James Florence, Diamond Certified Resource Reporter

NOVATO — Despite being the son of a glass industry professional, Johnny Pope had no intention of following in his father’s footsteps, opting instead to work in the financial sector. Following a minor career setback, however, what was supposed to be a temporary fill-in at his father’s business resulted in a permanent change of direction. “I was working for Charles Schwab’s international division in London, when the company decided to divest its international business units, leaving me with the choice to continue working for them domestically or go in another direction,” he recounts. “While deliberating on my next move, I offered to look after my parents’ business for a couple of weeks while they went on vacation. Eleven years later, I’m still here!”

While his former career in international finance may seem about as far removed as can be from his current vocation, Johnny says his past experience nonetheless continues to come into play. “We recently started an account with an international supplier, so it feels like things have come full circle,” he says. “Thanks to my professional background, it’s been a pretty smooth transition. If I didn’t have that experience, I think I’d feel a lot more intimidated.”

A lifetime resident of the North Bay, Johnny says the Bay Area’s cutting-edge character makes it a challenging and exciting place to be a glass professional. “We’re in a unique environment where everybody wants to push the envelope in terms of design, materials and sizes. Every job is different and every client has a challenging issue they want us to solve.”

Outside of work, Johnny spends the bulk of his free time with his wife, Sierra, and their two daughters, Julia and Mia. As if a full-time career and family weren’t enough, he also volunteers his time with Marin County Search and Rescue. “As Support Director for the Search and Rescue team, I’m in charge of all of our training and equipment,” he says. “Between that, my regular job and my family, all of my time is pretty much accounted for.”

In his life and career, Johnny espouses the importance of keeping priorities in order. “At Charles Schwab, we were taught that by putting the best interests of our clients first, the business would grow organically,” he explains. “That’s something I continue to apply in my current career. I make customer satisfaction my foremost priority.”

Ask Me Anything!

Q: What’s your favorite sports team?
A: The San Francisco Giants.

Q: What’s your favorite style of music?
A: Country.

Q: What’s your favorite snack?
A: Fruit juice smoothies.

Q: Are you an early bird or a night owl?
A: Night owl.

Q: Pancakes or waffles?
A: Waffles.

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Expert articles
  • Minimalist Innovations in Window and Glass Door Design

    NOVATO — As the United States glass industry continues to focus on energy efficiency, we’ve seen a widespread adoption of European door and window technologies. Historically, Europe has had more stringent energy efficiency standards than the U.S., which is why much of their technology and designs are ahead of ours.

    An interesting characteristic of many European door and window products is their minimalist design. One example of this is frameless glass door systems. With a subtle aluminum profile just on the edge, the doors on these systems consist almost entirely of glass. Yet, despite the near absence of auxiliary insulation, they’re still thermally efficient.

    Another example is European aluminum-framed windows. Aluminum isn’t known for being a great insulator, which is why vinyl window frames were developed. However, these modern aluminum-framed windows still manage to have a high insulating value. This is achieved by filling the insides of the frames with a special insulation that acts as a thermal barrier between the interior and exterior of the home.

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  • Differentiating Glass Types

    NOVATO — While it may seem straightforward from an outsider’s perspective, the glass industry is actually extremely complex and involves several different product styles and applications. Here are a few of the major classifications into which most glass installations fall:

    Double-pane
    Double-pane is the most common type of glass installation found in both residential and commercial settings. Double-pane windows generally consist of two pieces of quarter-inch glass that are separated by an air gap. Due to their design, modern double-pane windows are able to provide far greater insulation than their single-pane predecessors. The insulating properties of today’s double-pane windows are further augmented by the application of low-E coating—an invisible glaze that significantly reduces heat transfer.

    Single-pane
    While conventional single-pane windows have largely been phased out in favor of double-pane, there are still several interior glass applications that fall into the single-pane category. Some of these include shower doors, glass walls or office partitions, and ornamental pattern glass installations.

    Laminated glass
    Constructed from multiple pieces of glass held together by an interlayer of vinyl or polycarbonate, laminated glass won’t shatter when the surface is broken, which makes it a good choice for guardrails or other applications where safety is a top concern.

    Read moreRead less
Expert video tip
  • Video: European Glass Technologies

    Complete Video Transcription:

    NOVATO — Sarah Rutan: As the U.S. glass industry continues to focus on energy efficiency, more manufacturers are adopting sophisticated European technologies. Today we’re in Novato with Diamond Certified Expert Contributor Johnny Pope of Old Town Glass to learn more.

    Diamond Certified Expert Contributor, Johnny Pope: With the recent change in California’s Title 24 requirements, as the industry has been driving towards more energy-efficient construction, and energy for energy-efficient buildings, there’s been a wide adoption of European window and door technologies in the U.S. market. One of the reasons for this is Europe has had more stringent energy-efficient codes than the U.S., historically. And so, with windows and doors we’re starting to see products, you know, that rely on the design of the system in order to make them more efficient.

    For example, this is a frameless door system. So, both the top and bottom of the system are just glass. The glass actually rides inside the track. Whereas, the aluminum profile is just on the edge. And it’s still thermally efficient, aluminum profile. For example, like, the windows we have here, these windows have high insulating value. So, basically, the windows, themselves, have aluminum on the inside and outside. But they’re actually filled full of special insulation that are designed to act as a barrier between the interior and exterior. And this is all really, you know, the reason these are being adopted is to help California move forward with the goal of more efficient energy structures by 2020.

    Host, Sarah Rutan: To learn more from local, top rated companies, visit our Diamond Certified Expert Reports at experts.diamondcertified.org.

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  • Video: Options for Glass Products

    Complete Video Transcription:

    NOVATO — Host, Sarah Rutan: If you’re thinking about installing a new glass product in your home, you’ll first want to understand your options. Today we’re in Novato with Diamond Certified Expert Contributor, John Pope of Old Town Glass to learn more.

    Diamond Certified Expert Contributor, John Pope: Today we’re going to talk about different glass types. Your typical glass that you’d find in a window or door, whether it’s residential or commercial, is double paned. Double paned glass is made up of two pieces of glass. That’s what you’d find in a window. You actually have two pieces of glass with an air space. And what that does is it provides an insulating value similar to wall insulation that actually isolates the interior from the exterior, more so than if you just had a single pane piece of glass, which would just be one single pane separating the interior from the exterior.

    So, in double pane glass there’s a couple different options. These are all examples of low-e glass. Low-e glass is a double pane glass that has a coating on it to make it more energy efficient. So, what you’ve got is a piece of quarter inch glass, a spacer bar, and then another piece of quarter inch glass.

    In interior glass application, shower doors, heavy glass, we have monolithic, or single pane glass. This is an example of a sliding door that you could use as a closet door or as the entry to an office system.

    Within side that family of single pane or monolithic, like in this case, this was used as an office partition, we have options for that. This is actually pattern glass. So you’ve got single pane pattern glass; in this case it is actually an obscure pattern that the further you move away from it, you can’t see through. Satin natural matte Lux, which is this type of glass. We want more of an obscure pattern. This is another type of pattern glass, which is baroque, where you can see through it but it diffuses the view as you look through the glass.

    One of the other glass types we use that is used a lot in commercial, guard rail applications, and/or deck rails, or in areas where you’re worried about things breaking, is laminated glass. In this case, this is glass that we’d use in a heavy glass rail, where you did not want a top cap on it, or in an application where if the glass breaks you still don’t want the glass to fall apart or fail.

    In this piece is two pieces of three-eighths monolithic glass, or single pane glass, sandwiched together with an inter-layer from DuPont. And it’s a 0.060 inter-layer so this glass is almost an inch thick, but it’s really made of three components. If we were to break this glass the glass will still stay standing.

    Host, Sarah Rutan: To learn more from local top-rated companies, visit our Diamond Certified Expert Reports at experts.diamondcertified.org.

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Old Town Glass WEBSITE AND EXTERNAL FEED
  • Old Town Glass SOCIAL MEDIA FEEDS
Diamond Certified RATINGS ON Old Town Glass
Diamond certified ratings dashboard
CUSTOMER SATISFACTION i
Customer LOYALTY i
Helpful Expertise i

Each surveyed customer was asked, “If you needed any helpful expertise, did this company provide that expertise?” To calculate this score, total “Yes” responses were divided by total responses (excluding those that stated they hadn’t needed any expertise).

Company Credentials i
  • Workers Compensation
  • Liability Insurance
  • License Verification
  • Business Practices
  • Current Complaint File
  • Legal & Finance
Phone SURVEY RESPONSES FROM 350 VERIFIED CUSTOMERS i
Old Town Glass : Average 9.0 out of 10 based on 350 unique customer surveys of customer satisfaction.

Angie I.

VERIFIED Old Town Glass CUSTOMER

1 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

It was a fair price. They did a good job. My seals still work and my screens still fit perfectly. They did a great job.

They were professional, they knew what they were doing, quoted a reasonable price, cleaned up after themselves, and made sure the windows were spotless by the time they left. They were on time, quick, and fast.

Gerald W.

VERIFIED Old Town Glass CUSTOMER

2 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

They go out of their way to please.

Quality service and very little red tape, I'm totally satisfied. They're a '10', and there is no room for improvement.

Joanne W.

VERIFIED Old Town Glass CUSTOMER

3 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

I got the best deal. They were thorough and they honored my estimate a year later, even though it took me that long to decide. If I ever need another window, I'll call them again.

When I went in, I got excellent customer service. They took the time to explain everything and gave me their undivided attention. They were friendly. The estimate was clearly written.

Bill

VERIFIED Old Town Glass CUSTOMER

4 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

Highly recommended, they have been around a long time. They have knowledgeable people, good product, and great prices.

The people always take care of me. I've been using them since before Diamond Certified.

Bruce

VERIFIED Old Town Glass CUSTOMER

5 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

They have been around for a really long time. I wouldn't use any other glass company.

They have good prices, good products, and great people.

Cathy

VERIFIED Old Town Glass CUSTOMER

6 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

Use them. They are good, long time business, personable, everything is good.

It was the ease.

Dan

VERIFIED Old Town Glass CUSTOMER

7 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

They have been very helpful to us, very professional, and honest about what will work best in each area. They were able to show us a couple options in different price ranges. It was good.

They gave us a range, not just one price and one option.

Jim

VERIFIED Old Town Glass CUSTOMER

8 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

One of the better glass companies I have had the pleasure of finding. They have good prices, good turnaround times, and make sure things are how we expect.

They care about the quality of their work.

Ryan

VERIFIED Old Town Glass CUSTOMER

9 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

If we ever are in need of glass work, custom window work, anything custom glass really, they are our guys.

They are extremely talented.

Nancy R.

VERIFIED Old Town Glass CUSTOMER

10 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

They're a well-established company in Novato and they are reliable.

I appreciated their customer service and helping me make a decision and their follow-up.

Jon O.

VERIFIED Old Town Glass CUSTOMER

11 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

Use them.

They did a quality job.

Tony M.

VERIFIED Old Town Glass CUSTOMER

12 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

They really know their stuff and they've done some very artistic stuff for me that I had to have done. I am very happy with them.

When I went in, everyone was friendly.

Frank F.

VERIFIED Old Town Glass CUSTOMER

13 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

The last time they came out, they did a great job. It was fast and there was no damage. They did a great job and by the next day, they had the glass in and it was very clean.

Fast service

Rob P.

VERIFIED Old Town Glass CUSTOMER

14 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

They did what they said they were going to do.

I like that they're really nice people.

John V.

VERIFIED Old Town Glass CUSTOMER

15 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

A little on the high side, price wise, but they were dependable.

Dependable

Paul B.

VERIFIED Old Town Glass CUSTOMER

16 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

Honest, competent with great service

Their expediency in getting the work done and bids in

Kendra P.

VERIFIED Old Town Glass CUSTOMER

17 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

They took care of our problem and we haven't needed them since.

Ease of use

Mike A.

VERIFIED Old Town Glass CUSTOMER

18 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

I think they're a good company and responsive.

Location

Adrian I.

VERIFIED Old Town Glass CUSTOMER

19 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

It's a reliable service company.

Prompt service

Maxx T.

VERIFIED Old Town Glass CUSTOMER

20 of 350

Quality 10
10 10
Loyalty Yes
CRITIQUE

I would use them and we recommend them to people that ask us about glass companies. Being a tile place, we primarily use them for shower enclosures.

I liked their service and they're local to us.

Read All 350 Survey Responses at Ratings View