Prime Glass & Mirror

Went in for a broken window. Paul took care of me taking measurements and cleaning off the shards. It’s great they open on Saturdays so I don’t have to take time off work for a visit. After a week or so the replacement IGU was in and the window was good to go. Painless experience.

The guy came out and he seemed professional.
I liked his design ideas. He ‘got it’ in my opinion.
Then I got the price.
It was just greater than $ 1900.00. I responded saying that the price was high.
Within a few days I was told (via email) that they’d give me a deep discount.
Sounded good!
(WHY they started so high and then lowered it so much… is not known to me)
Anyway, my wife and I had guests and so I did not get back to them right away. In fact, a few weeks passed before I responded asking if we could go to the next stage… for example: draw up an agreement, set a date to start, agree on the design, etc.
So, what happened next?
No response.
I’m not really sure what this is indicative of but it does not seem very professional.
This week I shall contact them again and then I shall update this post.

I needed a piece of glass to protect a wood table top, and I was particularly concerned that I’d order it and it’d be off by a quarter or even an eighth of an inch, which would bug me for years to come! They assured me over the phone that if I took careful measurements, they would see to it that it’s perfect. Well they weren’t kidding! When the moment of truth came and I placed the glass on the table, I was shocked at how perfect the fit was! Prime Glass & Mirror clearly knows how to do it right, and I’m very glad I ordered through them!

Despite having used Unilocal for years, I have never registered for an account. No particular reason. Today I decided to write my first review ever… why? Because I just had extraordinary service from Prime Glass in Watertown! I recently renovated a basement bathroom (small space and low ceiling) and had three companies come for quotes for a frameless glass shower. The 1^st company had some ok ideas but wouldn’t consider doing it frameless unless one panel on this neo-​angle shower went all the way to the ceiling to guarantee stability of the glass door being hinged to it. They strongly recommended a header be used. The second company didn’t have any other ideas and would only do the header as well. In addition they were more than a thousand dollars more than the Prime estimate. I was getting ready to travel and wanted to get a third estimate so I called Prime fully expecting not to get an appt. until after the holidays. Diane answered and said she would try to get someone out asap and would it be ok to call my cell. A few hours later, Larry the owner called and said he was on his way! He was there in 20 minutes and was pleasant and knowledgeable. I asked a million questions and he answered every one. He said without even hesitating that he could do it frameless. I was skeptical. I asked more questions and he answered them all with patience. He even redid all his measurements to make sure. I think he spent twice the amount of time the other two companies did. Not because he was slow but because he wanted to make sure I was satisfied. He assured me that if I wasn’t satisfied or it didn’t work that he would come out and do it all over with not a single cost to me. He left and I pondered my three options. I really wanted to go with Prime but was still concerned why these two other companies would firmly not do this neo angle shower completely frameless. I decided to wait a week before making my decision. After a week I called Prime back and spoke with Paul and explained my concern again. He wasnt sure why they wouldn’t do it but he did say that they had done similar bathrooms and they had all been fine. He also firmly stood behind the customer satisfaction policy and stated that they wanted us to be completely happy with it or they would do it all over no charge. So, I went with Prime! After that I realized I got so caught up in my concern about the stability I forgot to add to my order that I wanted low iron glass and a towel bar. Diane was nothing but pleasant and helpful when I called back and made sure it got added. The two gentlemen (Hector and Sergio) who came to install my glass were friendly, neat, tidy, efficient and did a fantastic job! I can’t say enough good things about this company. I would hire them again in a second! Thank you Prime!

Great people, super friendly. Steve, the new manager for the past couple years, is great to work with and will help you to get exactly the piece you need. Paid extra attention to details to make sure I got what I was looking for.
And very willing to answer questions– I don’t think they work with that other guy anymore, which is good news!

Very skilled work by Larry and Steve– father and son owned business. Really appreciated the beautiful glass I got. Custom bathroom pieces are really their speciality.
I run an apartment building and we will be back for all our glass work as we remodel the apartments.
Good service, good price, good people.

Thanks so much for your help Steve and crew!
I’ve been buying mirrors for my business from Prime Glass for 3 yrs. and I’ve always been satisfied with their work. They have great people (especially now under new management) willing to educate you on the whole process from design to installation to care. Every project I brought to Steve and his people was met with enthusiasm and completed exactly to my needs. I highly recommend them!

Excellent business! I’ve never gone out of my way to write a review on Unilocal before, but I couldn’t thank these guys enough — I believe the company is now recently under new ownership/​management. Called early Saturday morning after searching (and calling) for an hour to the other local «big guys», who do not do custom glass pieces or cutting (and were not helpful at all), then called Prime Glass and long story short, had 2 beautiful custom cut glass shelves done within 3 hours. Steven the manager is exceptionally helpful and willing to help — save yourself the time, money and frustration of searching around with the chains and just call these guys — they get the job done!

Summary: customer service — none. usage of email — dinosaur age
This is prob one the worst places that I have to deal with during my year long renovation project. and all I wanted from this place is a shower door and a splash guard.
Tom, the person who came twice to my place to take measurement, is obviously very knowledgable of this area. However, mind you, what I want to do in this space is not difficult/​complicated.
After I have signed the contract and emailed it back to Tom, after several weeks, I didn’t hear anything back.
I called Tom and asked him when can i put down my deposit so that we can get the project going. he claimed that he never received the email, and that he’ll check his inbox and get back to me.
A couple more weeks gone by, I still have not heard back from him, I called again. and this time, he said that he’ll need to come back and measure AGAIN. Sure, I do understand that you want things to be perfect, but in reality, nothing has changed since the last time he was here [come on, you think my finished bathroom has moved???]
After I express my concern with his communication style, he turned it around and telling me that I am a difficult customer. He thinks that working with me will be tough and when things get dragged out, it’s a signal that it’s problematic. I am sorry, sure, it took me awhile to get all the quotes and make a decision on it, but he is equally at fault as well! In his «old-​school» mentality, he thinks he has seen all sorts of customer, and he is drawing a conclusion based on his «professional experience»
Needless to say, I am on the quest to find someone else. I will post another review on that one.

If I could rank them no stars I would. Brought a window in for repair and the guy got tired of my questions so he grabbed my window and tossed it outside of his store… this was the owner or manager. Makes me sick to my stomach that a place like this is in business. Anyone who had good exp there must not have been there when this manager was there. My mother was with me and she’l started yelling at this man, I had to pull her away. Worst customer service I have experienced in my life. There is a small glass shop in Waltham I ended up going to and he took great care of me!

I completely agree with the other single-​star ratings. Terrible customer service. People who work there are rude and argumentative with customers. Unfortunately there are not many other options in this area so they think they can get away with it.

This place was re only place who would cut a custom sized mirror the same day. I was told 4pm but I came early. They got it cut and polished beautifully in just 15 minutes. The mirror looks fantastic and is a perfect fit in a very tight space! I am going back to ask for a quote on a tabletop glass!

Had great experiences with Larry over the years. Friendly, informed, honest and great quality service… Changed for this Co. after working with another local Co. for years and having to wait for months to get the pieces delivered. He came and did the job asap and I never had to ask him to redo anything. Will recommend!