First Impression Ironworks

On Tuesday, July our Director of Service, [redacted] spoke by phone with our customer [redacted] ***Our customer stated that the issues in question have been resolved and thanked our Director of Service for the follow up phone callFirst Impression requests the Revdex.com reach out to [redacted] to confirm all issues have been resolved and then notify First Impression that this complaint has been closed as resolved with the Revdex.com

Thank you for taking the time to provide valuable feedback, your concerns were immediately brought to the attention of managementOur customer satisfaction team has contacted you and outlined the remaining steps to complete pending issues In addition we will schedule these repairs in a timely manner until this matter is resolved First Impression has an industry leading reputation and year history of delivering the highest quality products and customer satisfaction We take issues like these seriously and will work with you to resolve them

Our Customer Care Director reached a resolution with the customer and was under the impression he would update this complaintMark was not aware that his credit card was credited $had he known he would not have put out a Revdex.com complaint, but then he was asking for $Our CC Director explained to him that there was only $left on the table not $He checked his paperwork and said "you are correct." He was satisfied that $would be credited back and he again was not sure how to contact Revdex.com to resolve but she explained to him and sent directions and he said he would contact the Revdex.com to indicate the resolution and his updated understanding of the charges

To whom it may concern:Good afternoon! I am the customer care director for First Impression IronworksFirst of all I want to apologize for your past experience with our company and we are focused on resolving this concernI did see that a customer care expert has been working with you and a master field technician who also works within our engineering department did visit your home on 9/6/TJ was able to fix your lock on this date and do an extensive assessment on your door to address your concerns for the spray and touch-upTJ was able to give that assessment to us and because we want to ensure the correct person is sent to service your door in the near future, we are scheduling as soon as possibleHowever, I see as of right now the future schedule date is 9/18/Again, we want to ensure the right person is sent for the job to address the touch up where neededWe appreciate your patience and please know you are a valued customerWe never intended to disappoint you and we truly want to address this for youThank you for your time and we look forward to our future visit with youWe stand behind our product 100% and we want you receive first quality service going forwardSincerely, Shannon P [redacted] Director of Customer Care [redacted] ** [redacted] z

We take this kind of feedback very seriously are attempting to work out the scheduling with the customer

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

We take this kind of feedback very seriously at First Impression Ironworks and are committed to working with our customers to resolve all concernsOur Customer Care Director spoke with [redacted] last week and has a service appointment on June Sincerely, The First Impression Ironworks Family

every solution they want to provide as a potential resolution includes a fee This has been an ongoing issue so I am surprised by the response that this came out of the blue I have had multiple logged calls and complaints about the lock and every time they expected me to pay for a defective lock This is the same locking mechanism that they no longer include in new doors due to the many problems Only solution which is satisfactory would be a replacement lock at your expense ***

First Impression requests that the customer update us with the current status of this complaint to confirm the time the crew showed up, before comparing our records.Thank you

We take this kind of feedback very seriously and are currently working with the customer to resolve their concernsA Customer Care Manager was in contact with Jennifer as recently as yesterday to confirm, and she has an upcoming appointment tomorrow

We are very sorry for the frustration, however we would like to point out to you that our Customer Care rep was correct to create a service call with an $chargeWe are clearly past the two-year warranty.In regards to the lifetime warranty on the structural aspects of the door-- all of our doors are designed with hinges and other mechanisms that are structurally sound for the weight and operation of the design custom door.In many cases the existing home's wall that the door is secured to may itself not be structurally strong enough to support the weight of the custom door orderedIn the contract it clearly states that the customer is responsible for the structural integrity of the wall that the door is mounted to.In this case we have made numerous adjustments and repairs to get the door aligned so close and lock properly under the two-year warrantyHowever, we believe that it is the wall that may need to be built up to be more robust to support your door.And though we are past the two-year warranty we will waive this $fee one more time and will come out to adjust and align the door to close and lockYou shouldn't dissipate that the door will again go out of alignment until you are able to have your wall assessed and structurally build stronger

To whom it may concern:I have thoroughly read your complaint and I have seen that we addressed your concern on 11/9/ One of our customer service representatives mailed you new screws and toupaint as requestedWe also gave an option to service the door for $service fee plus parts since you are outside of the year warrantyOur lifetime warranty is based on our ironworkWe absolutely want to assist our customers when we are able toAgain, since you are outside of the year warranty, we mailed you screws and touat no costWe emailed a PDF for touapplicationWe also offered to provide the service outside of warranty for the service feeWe are still willing to provide the service for our service fee if you would likePlease contact our customer care department if you would like to request this service and we can take care of youThe door was purchased in so outside of the warranty, this is how we can resolve your concernWe are happy to help you! Thank you!Sincerely, Shannon PetersonCustomer Care Director

Our Customer Care Director has reached an agreement with this customer offline and we are expecting this to be closed per the customer's request to the Revdex.com

Our Customer Care Director has worked with ***The last service call was February 27th [redacted] is satisfied with the work and agreed it is 100% done

First Impression has been in contact with Mr [redacted] in addition to visiting the job site to review the issues and concerns directly with him Both parties have come to an agreement and have put a plan in place to resolvethe issueMr [redacted] agreed on timeframe, cost and scope of work to be performed to satisfy his concerns

On may the front door security door was installed and the rear security door screens were taken off and new white frame ones installedHowever, the two bedroom window guards were manufactured too small and could not be installed! Today is May and I have not heard from anyone at first Impression as what is going to be done or how long it may take! This is the part that I find disconcertingNo one wants to tell you anything!

To whom it may concern:We have completed this service for our customer and did a follover the phone to ensure this was taken care of on 1/4/to complete satisfactionWe are happy to have resolved this concern for our customerIn addition, for informational purposes please know that all of our showrooms show an minor overlap of the lock due to our high quality frame and extra width that is given on our new frameThis is an upgraded look and for any overlap not within standards, we are making necessary changes for a great presentationWe are happy to accommodate our customers and continue to advance our designsWe care greatly about the quality we are doing in our custom ironworkThank you for reaching outSincerely, Shannon P [redacted] Director of Customer Care

Our records indicate [redacted] has already been working with our Customer Care team and has reached a resolutionHe is scheduled to have our team out there today, November

We have not agreed to remove our complaint regardless of their beliefsWe still have issues with all three doors we purchased from First Impressions;Front door frame has holes from where original installer mounted automatic closerNo one from First impressions has repaired those holes or offered to repair those holesaTrim piece is pulled away from the main part of the door frameRear patio door still has a gap at the bottom so we are not receiving the side to side sweep coverage promised by their sales repMaster Bedroom, Door still shows the attempted repair marks on the outside of the doorThe attempt to blend the paint is not working it is obvious that there was some sort of repair madeDoor was manufactured backwards causing the door to be hung backwards which has resulted in the needed repair work to be doneThey should have replaced this door with the correct manufacturing process to be hung in the direction we requested so that holes would not have to be filled in or paint to be blendedSo no we are not satisfied with the repairs or service (or lack there of) to dateFor the cost of these doors the should have been done correctlyTheir statement to us about the discount we received does not take away from the poor quality and poor service we have received to date

Our company has completed the action that MrGary D [redacted] requested in his formal complaint to the Revdex.comWe have made every effort to resolve the issue with the customer up to and including this resolutionThe part he has requested was already shipped before the complaint was received by Revdex.com Initial contact was made by MrD [redacted] on January 5, We replied via email to MrD [redacted] on January 5, and did not receive a response until he called back on January On January 11, he scheduled a time to have it completed by our technician on January He then called back to change his mind and decided he would do the work transmitted via email, because he stated he did not trust our installer to finish the job correctlyOur Customer Care Manager, Natalie, spoke to him on January 12, and he agreed to have the part sent to his home in ArizonaWe shrink wrapped the part and put it on his porch On January 12, he requested then to have the part sent to an address in Washington, as he was out of townNatalie received the address at that timeOur Director of Customer Care, Shauwn, expedited the request and had this part mailedOn February 2, 2016, the package containing this part was picked up from our facility by FedEx (Tracking # [redacted] ), and by Friday, February 5, 2016, it was delivered to the customer’s front door at his Washington address Every effort was made to expedite a resolution for this customer, although he left town abruptly and was very difficult to work with from a distanceMrD [redacted] chose to fix the remainder of this missing custom made piece himself, and the fact that he is no longer in the local area has made it challenging for us to get the needed part to himIf he was in town, we would have been able to get the missing part to him and resolve this a month agoMrD [redacted] also chose not to have our qualified technician install the piece for him