First Impression Ironworks

To whom it may concern:We value any feedback and take it very seriouslyFirst Impression Ironworks was not aware of any recent lock issues and did not receive any phone calls from Denise and Brian MeythalerThis issue coming from the Revdex.com was surprising and we are willing to assist our customer
with the lock issueAttached is an email sent to the customer today 8/14/in hopes of resolving any concerns for the Meythaler familyWe are more than happy to address concernsPlease see attached email sent.Thank you!Shannon P***Director of Customer Care*** ** *** ***
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I was never told the door handle would not be as high as it isThe sample door that I viewed did not represent thatThe doors that I viewed have the door either centered or the larger part of the door at the topI understand that it needs to be slightly off so it doesnt' interfere with the other door knob but not 10"I was told they did this because the position of my front door knob was not standard, which is incorrect. It is standardNo where on the contract are there any measurements. Every excuse has been madeThe door is not done correctly and needs to be replaced or return my money

Please allow until next week for our Customer Care Director to speak with *** and reach a resolution

The customer care representative from First Impressions did reach out to me She seems interested in trying to resolve this matterShe did confirm there was a two year extension on the warranty (as verbally stated to me by "***" back in 2015). I disagree that this is "wear and tear" I have been of that impression since the door was under a year old when the random chipping started occurring If a rarely used $4K front door starts chipping at less thanyr age, I don't consider that "normal" at all This is why *** agreed to the warranty extension Subsequent attempts by First Impressions to fix the problems have been unsuccessful and in some instances made the problem worse (as seen by the Nov repair causing blistersing which "popped" & Feb repair to that repair which resulted in pitting). sent more pictures of the mult random chipping and the mult places of pitting & blistering to Shannon Peterson, customer careShe responded yesterday with the "good news" that the door can be repaired without removing itThey are ascribing the "blistering" to welding spots and seem to think that repairing them will fix all the finish problems I must say I am willing to try, but doubtfulThey offered to schedule repair I told her days and time we are available But, I also dont' want the repairs done when it is blistering hot and the heat may affect the repairs The technician who did the repairs in November that resulted in blistering, stated on his return visit that he thought it blistered because it was "too cold" on the day he did the repairs. I am willing to give them another opportunity to do on site repairs and see if the random finish problems stop But, I also want a guarantee they will support this until at least December, if problems continuePast that time, if the problems continue, (and I have no reason to believe they won't since they have gone on for at least years) I have no idea what I am expected to do

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

Revdex.com:
First Impressions Security Door's Customer Service Representative, Natalie, reached out to me. After several conversations with her, they have agreed to replace the side light on my security door at no cost to me. I look forward to having this
behind us.
Regards,
*** ***

To whom it may concern:We truly understand Ms*** is frustrated since she chose a darker powder coat compared to the lighter powder coat from her first purchase years agoHowever, we clearly have a signed contract from her and her new product has been built per her contracted purchase and choices made by Ms***Again, we appreciate her being a repeat customer and want her to be satisfiedWe can service the door for touch up, but we cannot be held responsible for her pets scratchesIt is clearly indicated that pet damage is not covered under warrantyWe have looked at the power point presentation that Ms*** sent and it is evident the damage is caused by her petsShe clearly indicates this as well and we cannot cover pet damageThe door is not defective and we built it according to the specifications she agreed toTherefore, we cannot approve a refund for a door fully installed on her homeWe are more than willing to assist in a service for the customer. Thank you!*** ***Customer Care Director

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 Mr*** was scheduled for service earlier this week on Monday, May Currently we are waiting for positive confirmation
from Mr*** to ensure all his concerns were resolved at this service appointment Sincerely, The First Impression Ironworks Family

Ms*** thank you for taking the time to provide your feedback, this complaint was immediately brought to the attention of senior management within First ImpressionOn Friday, December 4th our owner met with you to discuss the details of the issueAs a result of that meeting, it was agreed that
next steps are for First Impression to visit the job site to assess and provide solutionsAs of yesterday, Monday, December 7th our owner Tim C*** has not received contact from you regarding a date and time for the site visit that is convenient for youPlease contact us at your earliest convenience so that we can schedule this visit and continue the resolution processThank you for your patience and for continuing to work with First Impression as we resolve the issueFirst Impression has been an A+ rated accredited member of the Revdex.com since and we take all issues like this very seriously and work with our clients in an attempt to achieve total customer satisfaction

First Impression Ironworks takes this kind of feedback very seriouslyWe have attempted to contact the customer to confirm that the solution discussed over the phone in May was appropriate, but have not confirmed with the customer yet

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before
sending it.]
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 At this time I will consider this complaint resolved
Regards,
*** ***

To whom it may concern:We have thoroughly answered the complaint and the door in question has been installed properly and per the sales contractI have also attached a photo of the customer's installed doorIn the photo please notice the interior handle is located at 35" and how the First Impression Ironworks door is made properlyThe measurements were done to custom make the door and not interfere with the interior doorTherefore, our door and handle has to be made higher than 35"Typically the standard is 40" unless otherwise noted per custom measurements per clearanceThe middle screen area and handle are correctly placed per the design, contract and industry standardThe security door is custom made as this is to not interfere with the customer's current interior door handle alsoThe photo clearly shows the interior door handle and if this was made differently, there may be an interferenceWe do not see anything wrong with the install and the customer has received exactly what they invested inWe are proud of the door represented on the customer's homeThank you for your time! We look forward to the close of the caseThank you!Sincerely, Shannon P***Customer Care Director

This company is incorrect in the dates and information , I as the Customer filed with the Revdex.com during the time talking with them in Emails which I have as a record of, I was switched from one person to another person and after I filed with the Revdex.com which was days later the company said I would get the part , hard to be leave the replace part wasn't safe with a sharp burr on one side , This company pleaded with not to go to the Revdex.com but I knew after the issue I had time after time it was the right thing to do so others would knowMy feeling is this company is happy with the customer as long as it is going the company's way and not working 110% for the consumer to resolve issues. Why cant this company do first pass Quality for the customerI will not be recommended to any one , customer service was very poor and timely to resolve for my issue

The customer has requested texts only to communicateIn our "What to Expect During Your Installation" document sent out via email and handed as a paper copy with every purchase, we describe that we do not pay for time off work and may need more than one visit to ensure a custom fit. The
balance due is $1,

The confusion has been created by first impressions over the past 6 months. No one has taken responsibility for this project. It has been passed to multiple people who have made promises that they will see this through to the end. The customer satisfaction has not happened! In the last installation the glass was scratched again and the frames don't fit. There has been no communication since the last instal, there has  been zero verification about completion to me. No field manager has come by to verify completion of this project. If first impressions believes that this job has been completed to the customers satisfaction, there company is in Big trouble. If they are comfortable with this quality that represents their company, I have doubts that we will be able to reach a resolve. In their message they state they believe the job is complete. If so, why haven't they requested final payment. Thank you,[redacted]

This customer had agreed to remove their complaint earlier this week after speaking with our Customer Care department.

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 and have worked with the customer to achieve total customer satisfaction. This issue was resolved a week ago, and [redacted], wife of [redacted], stated she would connect with the Revdex.com to confirm this as she is the customer listed in our system. If there are any...

further concerns, please let us know so we many work toward a resolution.

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 situation. We did receive the communication given on 8/21/2017 from Penny as indicated. We had a loss in communication with further scheduling of...

this concern after that point. We 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 customer. My information is listed below and I will absolutely address as soon as possible. Please feel free to send photos to my direct email address or text photos if convenient for the customer. Please know we want to help and take care of our customers. I apologize for the delay in time and we can schedule a service accordingly to finish the work. We appreciate all feedback given and we take it very seriously. Thank you for your time and we do look forward to addressing any concerns. Sincerely, Shannon P[redacted]Director of Customer Care[redacted] ** [redacted]

To Whom It May Concern:We have worked with [redacted] despite being out of warranty. The door was purchased in 2013. The issues presented appear to be normal wear and tear, but do not present as a defect. We 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 2 year warranty, instead of the 1 year warranty that was on record and expired in April 2017. 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 time. We have never received the documentation [redacted] stated came from our Customer Care Director to support the offer for a 2 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 cost. Our 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 warranty. We did not receive an agreement from [redacted] on that, and have not scheduled another call. We 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 warranty. Our offer to visit once more to review these issue stands as long as it is understood that the service calls are outside of warranty.