Infinity from Marvin by Signature

We purchased all new windows from them for my townhouse and received awesome service so opted to use them again to install all new windows on our new home. Excellent customer service, been happy with everything so far.

This is the first time I’ve replaced ALL the windows on any home I’ve ever owned but, I couldn’t imagine it going any better. These guys came out and did an extensive survey, didn’t try to up-​sell us and really spent some time explaining the science and mechanics of the Simonton windows we decided on.
They came out the week of Christmas, and the weather was NASTY. Eddie and his crew did an incredible job replacing 14 windows in our house without even leaving a trace of evidence that they were there. It only took them 1.5 days and they were professional and clean. Randy and the front office team also offered support and were available when ever I had a question. I give them the highest mark in the field of window replacement.

This is the fourth time that I have used Signature Windows for a window/​door replacement. Needless to say, I have been pleased with their products and service each time. Randy Lucas, one of the owners, is always a joy to work with. The company offers quality window/​door products at very competitive prices. Their front office help is very professional and their workers know what they are doing. The workers show up on time, work hard, and never leave behind a mess. What more can you ask for?

I want to be clear. The rating here is not a ding against Signature overall, or even the windows. If I want to use a single description, it’s that Signature feels like they’re 50% of the task. Let me explain.
I reached out to Signature for Simonton bedroom window replacements because Home Depot’s Exteriors group was incompetent. Period. They didn’t want my money. But I wanted Simonton windows, because I did like the one Home Depot installed. Unfortunately, there are only two Simonton contractors in the area: Signature and Home Depot.
Negative #1: The gal who answered the phone when I called, was rude and didn’t know what she was talking about. I asked about Sound & Security package for windows, she didn’t know what that was (it’s right there in the Simonton brochure). I asked for a ballpark quote, she said they can’t give one. I pressed the issue and ultimately almost demanded to talk to a sales rep (I’m in sales. Ballpark quotes are par for the course.).
Brent contacted me back and we went back and forth, settling on a ballpark that made sense. We went forward with the transaction and settled on windows that met requirements, prices were in a good range. Got done within 2 – 3 weeks and they look better than I thought they would. Igor and his associate did a great job with challenging openings.
Negative #2: Brent had said that the trim was going to be stained white. It’s not, it’s stained brown.
It turns out that the future color of the siding will be a dark beige color, which should blend nicely with the trim anyway.
Negative #3: There is a gash inside one of the windows, in the embedded plastic. I don’t blame Signature for the gash, but it’s disappointing that they don’t check for defects before scheduling customer installs.
Negative #4: Signature does not do warranty work for the window. Something is submitted off to Simonton, which gets farmed out to another contractor. Signature only does new installs, but I feel that if they don’t catch defects before installation, they should be on the hook for the replacement install. Worse, you’re pawned off to the office staff, who are way more rude than your initial consultant.
So, in summary:
— Initial outreach: Bad.
— Order process: Good.
— Scheduling: Good.
— Install process: Good.
— Service/​Support: Bad.
Two bads = two stars off. I think that’s fair.