First Impression Ironworks

This Revdex.com complaint was immediately brought to the attention of management within First Impression Security Doors. We appreciate our customer providing feedback regarding their experience and contacted them quickly upon learning of the issue to further discuss. Our General...

Manager called our customer on Tuesday, May 5 and personally spoke to them about a solution. First Impression is currently working with our customer in an attempt to resolve this issue. 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 2002 and numerous other awards over the past 20 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 3 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 issue. The 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?

This complaint was immediately brought to the attention of upper management within First Impression Security Doors. We appreciate our customer providing feedback regarding their experience and contacted them quickly upon learning of the issue to further discuss. First Impression is currently working...

with our customer in an attempt to resolve this issue and have set an appointment on 12/29/15 at their home to complete installation. Our 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 2002 and numerous other awards over the past 20 years as the industry leader in ornamental iron manufacturing.

To whom it may concern:I am the customer care director for First Impression Ironworks and have looked into your specific concerns in detail. The door you have purchased is installed correctly and was designed correctly per the signed contract. Allow me to explain further to assist. The design...

selected by the customer has a longer bottom portion for example, due to the height of the customer's interior door handle. The interior door is measured and the First Impression door was made to not interfere with the inner door. The customer initially complained the door handle height was not correct, although it was made per the contract. It was also made that way per sales discussion otherwise the new door would hit the current interior door. This can directly be seen in the photos. There is not another way to make this door and it is shown like this on our website in some reference examples. I have discussed this with our sales and engineering department who also confirm the door in correctly installed per industry standard and ours. We stand behind our product and the quality of our ironwork. We do appreciate all of our customers and truly want them to be happy. If there is any service necessary, we will stand behind the warranty for the door. In this case, the door was correct and properly installed per all industry standards. The door was not made or installed upside down from what the customer has stated. We apologize for any confusion and thank you for your time. Sincerely, Shannon P[redacted]Customer 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.

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]

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

Our Customer Care department has spoken to the customer and explained that she ordered her door off a reference picture, and she was under the impression she was ordering the exact door. After discussing this, she agreed to keep the door so we presume this should be closed as solved.

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.

To whom it may concern:I really do understand your frustration and hesitation about presenting new information. I can assure you we can address your concerns. We have made several improvements as a company for first quality customer care and we are sincere with addressing what is needed. I cannot change your past experience, but I can impact the future one. I received the photos and appreciate you sending these over. I am setting up an appointment for a service manager to come and address all concerns. Just 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 door. All items can be done on site and it will make massive improvements to function the door properly. The tech will also touch-up the door and you will be able to notice a great difference. We look forward to seeing you and this appointment will be set up immediately. Our scheduling department will contact you right away. Thank you!Shannon P[redacted]Customer Care Director

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

To whom it may concern:We have completed this service for our customer and did a follow-up over the phone to ensure this was taken care of  on 1/4/2018 to complete satisfaction. We are happy to have resolved this concern for our customer. In 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 frame. This is an upgraded look and for any overlap not within standards, we are making necessary changes for a great presentation. We are happy to accommodate our customers and continue to advance our designs. We care greatly about the quality we are doing in our custom ironwork. Thank you for reaching out. Sincerely, Shannon P[redacted]Director of Customer Care

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 options. The last point of contact we had with [redacted] was 9/21/2017 and she refused the options given. Now I am seeing this Revdex.com case filed...

and please know we really want to assist. The original installation was done in 2014 which is out of the 2 year warranty. Therefore, the options given to the customer do impose a service fee and/or additional costs to address concerns. Currently, I have sent the information and photos supplied by the customer before to our tech support again. We are happy to examine the photos again and see if there are any other options for the customer. Please know we absolutely stand behind our product and want our customer to be happy. The previous attempts were not successful with what the customer agreed to, but we will present options after another assessment from tech support. We want the customer to have a beautiful door and trust the concerns can be addressed. I will follow up after I receive further information from our tech support with what the service entails. Again, 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 can. Sincerely, Shannon P[redacted]Director of Customer Care[redacted]
[redacted] ** [redacted]
[redacted]

Good afternoon!Thank you for your patience. We have placed a new door into production for you and will send to your location once it passes our quality control. If you have any further questions please contact me via email or at ([redacted] ext. [redacted]. Again, we do appreciate your business and hope this finds you a very satisfied customer. Thank you for your time!Sincerely, Shannon P[redacted]Customer Care Director

To whom it may concern:I am the customer care director for First Impression Ironworks and want to apologize for the time delay in resolving this situation for the customer. Unfortunately, there are stages we have to take with attempting to solve the concern. We do care about resolving this quickly...

and have been actively working with the customer on this matter. We have arranged to clean the carpet for the customer and that did not work. We requested an estimate for the carpet to be replaced in that area and she has been actively speaking with a service manager. Samantha, our service manager has been speaking with the sales representative and the customer to resolve. As of 9/26/2017 we received information the estimate is between $250-300 to replace the carpet and the customer would either like that applied to a new purchase or reimbursed for the carpet. A voicemail was left for additional follow up and waiting for a response from Toni. Although we have not physically seen an estimate, we are happy to oblige this request. We have always had every intention to assist the customer and we are confused as to why this went to the Revdex.com when we are actively working to resolve this. We would like to ask for agreeable terms to proceed and move forward with addressing concerns for the customer. We appreciate our customer's business and want to maintain a great partnership. As far as we can see, this is being processed forward. We really do care and want our customer to be happy. We would like to see a cease on any further complaints and reach a great understanding. I apologize if there was a failure in communication at any time, but we are completely aware of our customer's situation. We want to help and address the concern. I would like to maintain the point of contact with Samantha to avoid any confusion in the future. I will follow up on the case and ensure the customer's situation is positively resolved. Thank you for your time! Sincerely, Shannon P[redacted]

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.

To whom it may concern:I am the customer care director for First Impression Ironworks. I have read your complaint thoroughly and I am slightly confused about if this is still a concern. We care very much for our customers and want to ensure you are receiving a high level of service. I know your...

glass was indeed scratched prior and our company removed and installed 8 new pieces of glass with 8 new frames on 10/17/2017. This was verified to be complete. We also had a field manager come by who spoke directly with you about the situation and to inspect the job. We wanted to ensure this was done correctly and we were able to mend the situation. I apologize this happened in the first place, but I am happy we were able to fix the situation for you. Again, we replaced all glass and frames brand new and confirmed this was accurately done. Thank you for your time!Sincerely, Shannon P[redacted]Customer Care Director

Our company has completed the action that Mr. Gary D[redacted] requested in his formal complaint to the Revdex.com. We have made every effort to resolve the issue with the customer up to and including this resolution. The part he has requested was already shipped before the complaint was...

received by Revdex.com.   Initial contact was made by Mr. D[redacted] on January 5, 2016. We replied via email to Mr. D[redacted] on January 5, and did not receive a response until he called back on January 8. On January 11, he scheduled a time to have it completed by our technician on January 13. 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 correctly. Our Customer Care Manager, Natalie, spoke to him on January 12, and he agreed to have the part sent to his home in Arizona. We 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 town. Natalie received the address at that time. Our Director of Customer Care, Shauwn, expedited the request and had this part mailed. On 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 distance. Mr. D[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 him. If he was in town, we would have been able to get the missing part to him and resolve this a month ago. Mr. D[redacted] also chose not to have our qualified technician install the piece for him.

We take this kind of feedback very seriously at First Impression Ironworks and are committed to working with our customers to resolve all concerns. Our Customer Care Director spoke with [redacted] last week and has a service appointment on June 7. Sincerely, The First Impression Ironworks Family

This is to confirm your scheduled appointment for 9/28/2017 with a service manager. Thank you for your extreme patience and please know it is our intention to address all concerns for you. We are only sending a service manager and look forward to seeing you on this date. As a company, we have made great improvements to our customer care department recently. I understand this does not erase the past experience for you, but we want to move forward and bring your project to a beautiful completion. I sincerely apologize for your past experience and hope we can build some new trust with you. Thank you for your time!Sincerely,