First Impression Ironworks

To whom it may concern:I really do understand your frustration and hesitation about presenting new informationI can assure you we can address your concernsWe have made several improvements as a company for first quality customer care and we are sincere with addressing what is neededI cannot change your past experience, but I can impact the future oneI received the photos and appreciate you sending these overI am setting up an appointment for a service manager to come and address all concernsJust so you are aware, we will need to uninstall the door, make proper adjustments and replace some items with the door and then reinstall the doorAll items can be done on site and it will make massive improvements to function the door properlyThe tech will also touthe door and you will be able to notice a great differenceWe look forward to seeing you and this appointment will be set up immediatelyOur scheduling department will contact you right awayThank you!Shannon P [redacted] Customer Care Director

I did not pay > $for a cobbled together, repaired doorI paid for a newly manufactured door according to the stated specifications in the sales contractThe only acceptable resolution is for the seller to manufacture a new door per the contract, ship it to me, have it installed, and arrange for the return of the original, used, defective doorIt is unacceptable that they try to "fix" this one, and that I am deprived of the use of a screen door during that interval

This complaint was immediately brought to the attention of upper management within First Impression Security DoorsWe appreciate our customer providing feedback regarding their experience and contacted them quickly upon learning of the issue to further discussFirst Impression is currently working with our customer in an attempt to resolve this issueOur goal at First Impression is to provide a total customer satisfaction experience and we work with our clients to accomplish this, evidenced by our A+ accredited Revdex.com rating since and numerous other awards over the past years as the industry leader in ornamental iron manufacturing

To whom it may concern:We are truly sorry for the loss in communication with our customer [redacted] and we will be more than happy to mend the situationWe did receive the communication given on 8/21/from Penny as indicatedWe had a loss in communication with further scheduling of this concern after that pointWe are currently discussing this issue with the technician to provide any additional information needed I would like to see a few pictures please of the work that needs to be complete so I can assess the job properly, and help resolve any issues for the customerMy information is listed below and I will absolutely address as soon as possiblePlease feel free to send photos to my direct email address or text photos if convenient for the customerPlease know we want to help and take care of our customersI apologize for the delay in time and we can schedule a service accordingly to finish the workWe appreciate all feedback given and we take it very seriouslyThank you for your time and we do look forward to addressing any concernsSincerely, Shannon P [redacted] Director of Customer Care [redacted] ** [redacted] *** [redacted]

To whom it may concern:Thank you for sending a copy of the contract from Yes we want to assist you and will put this with your current caseI will waive the $service fee this time and send a technician to assist with the hinge/screwsThis is for customer service purposes and not due to a warranty concern Keep in mind the lifetime installation warranty is listed if this was part of the installationGiven this is from 2006, we cannot verify this is from installation and would not qualify this as part of that warrantyYou are also past the limited year and year warrantyWe did send you parts and we will send a technician to service the doorHowever, any future service needed will have a service fee of $plus parts where necessaryI will email you and confirm the scheduled service dateThank you!

To whom it many concern:First of all I would like to apologize for your recent experience with usWe are so sorry for the loss in communication with our companyI have given this information for feedback to the sales team and installationI saw with your installation there was a necessary reschedule from the initial install date of 10/28/We do apologize for the inconvenience and we do not like to reschedule appointments unless absolutely necessaryYou are rescheduled for install on 11/19/and I see that a confirmation call was made on 11/14/We would like to complete your install for your beautiful security doorWe appreciate you as a customer and have documented your complaint with communicationIf you have any further questions please contact our customer care department at ( [redacted] option for installation and option for serviceWe are happy to assist you! Thank you and we look forward to seeing you on 11/19/2017.Sincerely,Shannon P [redacted] Customer Care Director

To Whom It May Concern:We have worked with [redacted] despite being out of warrantyThe door was purchased in The issues presented appear to be wear and tear, but do not present as a defectWe rarely extend warranties, but as a gesture of good faith, extended hers one year and started the service call after the original warranty had expired [redacted] stated that our Customer Care Director had offered her a year warranty, instead of the year warranty that was on record and expired in April We asked for the emails to support that, since we have no documentation and very seldom extend warranties, let alone for such a length of timeWe have never received the documentation [redacted] stated came from our Customer Care Director to support the offer for a year warranty.In the email attachment, you'll see the offer we extended once again to [redacted] to have us service her door one last time at no costOur only stipulation was that [redacted] would have to agree to accept this one last free service call, and pay for future service calls outside of the warrantyWe did not receive an agreement from [redacted] on that, and have not scheduled another callWe are more than willing to assess the issues, but the questions regarding the finish are far outside of the warranty period.In addition, our Customer Care Director has given [redacted] her cell phone number and stated she would try to connect with her to again review the need to pay for service calls outside of the warrantyOur offer to visit once more to review these issue stands as long as it is understood that the service calls are outside of warranty

FISD has completed service with the desired settlement to swap out locksIn addition, our Customer Care Director did phone Mr [redacted] and he reported that is very happyOur Customer Care team also sent out a card with a small token of our apologies and gratitude for his continued patiencedWe consider this to be completely resolved

This install has been completed and was in the process of being completed when the complaint is filedThe [redacted] family is satisfied with their install

Good afternoon! I do apologize for any miscommunication and we absolutely can resolve your concernThe lock does overlap a portion of the frame which is within industry standard, otherwise the lock would not fit in the area placedThis is a more upgraded frame and style that we are doing, which is a great upgrade for our designsHowever, since you are not 100% satisfied with the overlap on the frame we have you scheduled for service on Saturday 12/30/We are more than happy to adjust this by adjusting the frame of the steel mesh and making the lock more flush to the door as requestedThe installer is already scheduled and completely trained within the fieldWe are confident in the service and work that will be doneThe technician will also inspect the door and ensure everything is complete before leavingAgain, I do apologize for the miscommunication and we have addressed any issues internally with thisThank you for your time and please know we highly value our customersWe do appreciate your business and please reach out to us at customer care with anything furtherThank you!Sincerely,Shannon P [redacted] Director of Customer Care

As indicated in the attached picture (Lifetime Installation Warranty circled), the screws and the hinges are clearly covered - for life In addition when I first called to get a repair, the customer service resprentative stated that there would be a charge for the service call I stated that I had a lifetime warranty which she replied that the warranty does not read that way and I said mine did I received a call back from this customer service representative who admitted upon pulling my original contract that in fact my warranty does and would cover the repair.I received another call sometime after in which the same customer service representative said that someone in another department had told her no, the repair would not be covered She offered to send screws for a self repair which, as I indicated at the time, is not going to fix the issue as the screw does not tighten indicating the actual hole may not take a screw

Revdex.com: This has been resolved to my satisfaction Regards,

As if to perfectly illustrate my point, I have received no contact from anyone at First Impression SecDoorsas of today, 9/18/2017, to set up a time for the ongoing paint issue This is what I mean when I say their customer service is deplorable I have waited an ADDITIONAL days for them to do something as basic as coordinate an appointment time, and they couldn't do it Now, as is the case with them, I'll be put at the "back of the line" yet again and will have to wait at least another days, which will end up being another month long waitI want my money back [redacted]

Good afternoon!I am the customer care director for First Impression Ironworks and happy to address your concernI am so sorry this has been a serious miss of communicationFirst I would like to ensure you have the phone number for our customer care department at (480) 924-option Next, we will absolutely address this for youUnfortunately we don't have anything logged since July from you and that was during the last service visitI have started that information today for a new case called inIn looking at past case history I was able to see some areas of reveal around the latch plate and touneeded in some areasI also noticed a note stating possible powder coat flaking and need to see a better description of this to proceedAre you still having issues around the latch plate with a reveal? Can you please email me a recent photo of the powder coat area letting me know where this located too? For instance, interior or exterior? Lower portion or top of door? You can reply directly to me at my email located below with the photos and details of service necessaryI will be happy to execute the plan to address your concernsThank you for reaching out and I do apologize we did not connect soonerWe are here for you and available to assistI look forward to hearing from youSincerely, Shannon P [redacted] Customer Care Director [redacted]

This complaint was immediately brought to the attention of upper management within First Impression Security DoorsWe appreciate our customer providing feedback regarding their experience and contacted them quickly upon learning of the issue to further discussFirst Impression is currently working with our customer in an attempt to resolve this issue and have set an appointment on 12/29/at their home to complete installationOur goal at First Impression is to provide a total customer satisfaction experience and we work with our clients to accomplish this, evidenced by our A+ accredited Revdex.com rating since and numerous other awards over the past years as the industry leader in ornamental iron manufacturing

The lock was not the o my problem and let me mention that the locks on your showroom door do not overlap - this is advertisementThe salesperson did not mention this eitherBeing able to see the guts of a lock is not industry standard, I called around to other business that install iron doorsThe other issues is that there is a huge gap I between the iron screen and the door, that you failed to address

This complaint was immediately brought to the attention of management within First Impression Security DoorsWe appreciate our customer providing feedback regarding their experience and contacted them quickly upon learning of the issue to further discussFirst Impression is currently working with our customer in an attempt to resolve this issueToday, May 5th both First Impression and our customer agreed that we will arrive on Saturday, May 9th for installer Rich Silcock to complete the following work in an attempt to meet the desired settlement:Replacing the sheared bolt for footplateThreshold adjustmentClean and seal up doorClean caulkingInstall rainguard Our goal at First Impression to provide a total customer satisfaction experience and we work with our clients to accomplish this, evidenced by our A+ accredited Revdex.com rating since and numerous other awards over the past years as the industry leader in ornamental iron manufacturing

To whom it may concern:Good evening! I am the customer care director for First Impression Ironworks and want to be able to assist our customer with some optionsThe last point of contact we had with [redacted] was 9/21/and she refused the options givenNow I am seeing this Revdex.com case filed and please know we really want to assistThe original installation was done in which is out of the year warrantyTherefore, the options given to the customer do impose a service fee and/or additional costs to address concernsCurrently, I have sent the information and photos supplied by the customer before to our tech support againWe are happy to examine the photos again and see if there are any other options for the customerPlease know we absolutely stand behind our product and want our customer to be happyThe previous attempts were not successful with what the customer agreed to, but we will present options after another assessment from tech supportWe want the customer to have a beautiful door and trust the concerns can be addressedI will follow up after I receive further information from our tech support with what the service entailsAgain, the customer is out of warranty and we have our policy.Thank you for your time and we look forward to assisting the best we canSincerely, Shannon P [redacted] Director of Customer Care [redacted] ** [redacted]

This Revdex.com complaint was immediately brought to the attention of management within First Impression Security DoorsWe appreciate our customer providing feedback regarding their experience and contacted them quickly upon learning of the issue to further discussOur General Manager called our customer on Tuesday, May and personally spoke to them about a solutionFirst Impression is currently working with our customer in an attempt to resolve this issueOur goal at First Impression to provide a total customer satisfaction experience and we work with our clients to accomplish this, evidenced by our A+ accredited Revdex.com rating since and numerous other awards over the past years as the industry leader in ornamental iron manufacturing

I have grave reservations that yet another customer care person requires that I resubmit information that has been effectively communicated times already, twice with photos In addition, the installer and a customer care specialist both meet with me on site, the installer multiple times There should be documentation of their visits and inspections of the defects Validation of the defects has not been at issue, just getting competent and timely follow through to resolution has been the issueThe replacement of the frame member that has the damaged power coating and fabrication of a lock shield to reduce the gap were the recommended and agreed upon repairs Customer Care’s response and requests is yet another restart of the whole process This is the third time photos have been provided Based on the lack of information logged from previous customer service calls it seems a need for better documentation and accountability is called for How can this be accomplished?