First Impression Ironworks

We take this kind of feedback very seriously and are currently in the process of contacting the customer to resolve their concernPaula, our Sales Manager, left a voicemail yesterday afternoon and is still trying to reach ***

To whom it may concern:At this point we are wanting to follow up on a couple itemsThe field manager, Jacob who spoke with you directly will contact you within hours for a further conversationHe will discuss with you the details that were covered on the day of his visit with youIt is possible you have spoken with several representatives and we can clarify this with youAdditionally, we will schedule another site inspection to align your viewing and ours of the projectIf there is anything needing attention, we will address itAgain, please know we do care and want you to love the resultsThat is why we reordered panels of glass for youWe will provide great service and clear up anything needing attentionWe look forward to speaking with youThank you for your time!Sincerely, Shannon P [redacted]

[redacted] [redacted] Better Business... Bureau: 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.The business seems to genuinely desire a mutually beneficial solution to this complaint and the cause for the complaint appears to have been a systemic breakdown, rather than the businesses desire to defraud their customers. Regards, [redacted]

We are in the process of working with this customer and have a visit scheduled today at the home to review the details

In regards to the complaint filed we have made several attempts to resolve the concernsThe customer was extremely escalated and refusing to speak to the customer service reps trying to resolve the matterI spoke with Ms*** on 9/19/and unfortunately the customer was beyond unreasonable
over the phone screamingIt ended with her hanging up on me and since she has filed a charge backMs*** has our product fully installed and she signed our sales contractHer sales contract also shows we did build her product per the contractThe only new information provided in my conversation with Ms*** was that she was not happy with the style she selected even if we were able to service the doorThere are a few items we can service, but she has refusedAgain, this is a service attempt within all standardsWe will absolutely service the door if allowedWe do care about our customers and want to ensure they love our productMs*** is a repeat customer and we value thatPart of the issue for the customer is that our style has slightly changed and it is even betterShe does not approve of the new update such as an updated frame and other improvementsWe are proud of the enhancements made and it elevates our productHer initial purchase was yrs ago and we have made improvementsWe tried to go above and beyond by attempting to contact Ms*** again on 9/20/to offer a one time attempt to design something within reason she will likeKeeping in mind that we did build what she wanted per the contractHowever, she has not responded and she has threatened an attorney and other outletsWe are more than willing to assist our customer and we will stand behind our product 100%We want to help and we need to be allowed toAt this point, we are at a stand still pending a civil resolveWe have always been willing to assist and make every attempt to satisfy our customerThank you for your time and we do hope to provide further assistance

The options given did not outline a "service fee" but required full payment for refinished a door barely years old! I am willing to come to an agreement about this but there needs to be some communication regarding reasonable expectations of a finish on a "quality product."Please contact me to further this discussion as I would like to move forward

** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** ***
*** *** *** ** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

We take this kind of feedback very seriously at First Impression Ironworks and are committed to working with our customers to resolve all concernsOur records show that we did ask for pictures in an email, Dana responded asked us to collect pictures from Samantha, and then we responded once again to ask for the new picturesAfter not hearing back from the customer, we attempted to follow up by phone requesting that the customer respond with more details and a description of the issue to move forward We are still in communication with the customer and in the process of gathering all the information necessary to determine the next steps. Sincerely, The First Impression Ironworks Family

We are still attempting to connect with the customerOur Customer Care Manager has called times and is calling again this eveningWe hope to connect with the customer and resolve their concernsWe are also available 24/at ***

According to our records, the solution has already been achieved and the reinstall was complete March Our Customer Care Director, Phil, did reach out and leave a detailed voicemail to see if there is something missing to our records

We take this kind of feedback very seriously and have been attempting to work toward a solution with the customerOur records show that we installed on April 12, and the following service call was scheduled for May Then, a member of our Customer Care team, Amy, spoke with *** on May
regarding an appointment, but the customer said he would be out of town for the Memorial Day weekend holidayThe customer stated he would contact us when he was back in town and able to set up an appointment timeBased on the timing of this complaint, it seems as though the customer may have submitted the complaint to the Revdex.com before Amy had a chance to call back that same day, which she did

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The problem is that we did not receive ANY offer nor ANY attempt to resolve this issue They claim in their response that they are working with us, but they have not called us and when we call them, we just get shunted to voicemail The last time we communicated at all was prior to the filing of this complaint We are more than willing to work with First Impressions to resolve this once and for all, but that requires them to talk to us in the first place
Regards,
*** ***

The delivery was made by First Impressions However, the time scheduled was not met and they provided no discount for their poor customer service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

We take this kind of feedback very seriously and are attempting to get more information from the customerOn May 9, the customer reached our customer service department and left a message stating she needed an email response back from a repWe emailed the customer twice asking for more information
describing the issue, and the customer said simply to "talk to Samantha." We need a little more information in order to understand the details of the concern and are hoping the customer will be able to reply to the emails asking for thatThe customer emailed us at our *** ***l, so we were in communication, and then it appears we did not receive a reply after asking for more information the second timeUnfortunately the message that was first left on May does not refer to anything other than asking for a call back, so we really need a response from the customer in order to move forward and address any service concerns

We take this kind of feedback very seriously and have been working with the customer to address their concernsAttached is an email string between the customer and our Director of Customer Care.We visited the home on June 1, and on June 3, the customer replied that the remaining issues were addressedOnce we submitted this confirmation to the Revdex.com, we got an alert via Revdex.com that the customer had more issuesThe customer did not contact us regarding those new issues and went directly to the Revdex.com instead of communicating with our teamWe would not have addressed this review under that impression if we had heard back from the customer prior.Per our discussion with the customer, we created a list of items to be addressed by the technician, and did complete those, and sent a refund check as wellWe are attempting to work directly with this customer and were surprised to receive this update from the customer with additional information requested for the productWe previously confirmed with the customer and were under a different impressionWe are still committed to working with the *** and waiting for a response to our Director of Customer Care

I have attached my last communication with the business for your review explaining our position. We ordered two custom doors and the only resolution the business has offered us is to place a shim in our already bulky door to fix their measurement error. Note the scratches pictured in the attached PPT on the door after only a month; what would this door look like in two months, 6, a year? I was told by the business that I could fix the scratches with touch up paint. I absolutely did not hang up on any customer service employee. I have taken every call made to me so their comments about me refusing to speak to their customer service reps is simply not true. What is true is I will not accept their band-aid repair to my custom door.You will see by the attached power point that I absolutely did not receive the door that I ordered. We went over several examples of what we were expecting, with our salesmen, we did not receive that product.We told the company that we want them to de-install the doors and to issue us a full refund. They threatened to charge us a restocking fee which is illegal when you receive a defective product and or a product that you did not order

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***

To whom it may concern: I am glad you reached out again although, unfortunately through the Revdex.comI do sincerely apologize, but we have clearly missed communication with one anotherI am eager to assist youWe have made several attempts to reach you and the last attempt was the first week of SeptemberThe Revdex.com closed out the initial complaint due to no response from the customer. Please see the following response from the initial Revdex.com complaint sent to you in August as follows: We are truly sorry for the loss in communication with our customer *** *** 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 concernsI will go ahead and schedule a service with a service manager and proceed to address your concerns as of today 10/17/Please know we have drastically changed our customer service and increased our responseWe needed to make adjustments and our customers are a high priorityWe look forward to seeing youI will send you a confirmation email with a service date from your customer caseThank you!Sincerely, Shannon P***

We take this kind of feedback very seriously at First Impression Ironworks and are committed to working with our customers to resolve all concernsOur records indicate that we completed a service call on May 22, and repaired the lockWe have not yet heard back from the customer if there is
still an issue, or if the complaint was submitted prior to the scheduled service appointment. Sincerely, The First Impression Ironworks Family

First Impression is responding to the complaints filed with the
Revdex.com regarding one security/screen door installed for *** *** We
have attempted to work with *** and resolve her issues but have discovered
that her quality standards and expectations are far beyond the norm and we
believe that it will be impossible to meet her requirements for perfection
The Owner of the business, Tim C*** visited her home the morning of
December 14, and spent approximately hours with this customer
Tim in no way pressured *** into signing anything, he simply documented
her requests and touch-ups that our company could commit to There are
some extremely minor blemishes that are completely with steel mesh and
our powder coating process These blemishes are difficult to see with the
naked eye in fact *** rejects any blemishes that come with a
custom made iron door that is welded by hand, powder coated by hand and
installed by our trained technicians on site We request that the Revdex.com
intervene and help resolve the complaints from this customer Tim
Cornelius did document the agreed steps to address some of the very minor issues
that *** Law has with the beautiful custom security/screen door we
installed for her *** did sign the document, but there was
absolutely no pressure to do so Tim simply asked her if she would sign
the hand written agreement and she did She did not receive a copy
because *** does not have email capability and she was fine with my
agreement to U.Smail her a copy and our installer would also bring her a copy
when we came back to perform the service Now she is stating in negative
terms that she didt get a copy? Having received yet another complaint on
the same door today, we are not able to complete the service work for this
customer and we have a signed agreement on the work to be completed It
is disappointing that we were not able to reach agreement with this customer
and we look to our long standing partner, Revdex.com of Central Arizona, to intervene
and help First Impression has a flawless record with the Revdex.com as a proud
A+ Rated Accredited Member since 2002. See attached letter mailed to *** Law 12/17/via US mail since customer indicated she does not have email