First Impression Ironworks

To whom it may concern:I am the customer care director for First Impression Ironworks and happy to assist the customer in addressing their concern. The door in question needs to be shipped back to us first and we will pay for the shipping cost. We need this door back in order to address the concern...

and then we can address all concerns with the door. Next, once the door has gone through an additional quality control check we will ship it to the customer. We are happy to assist and apologize for any shuffle the customer received in conversation. Please let us know when the door can be sent back to us and we will immediately start the progress on the door. When returning the door, we only need the door so you can keep all hardware at your home. Thank you for your time and we look forward to hearing from you. Sincerely, Shannon P[redacted]Customer Care Director

To whom it many concern:First of all I would like to apologize for your recent experience with us. We are so sorry for the loss in communication with our company. I have given this information for feedback to the sales team and installation. I saw with your installation there was a necessary...

reschedule from the initial install date of 10/28/2017. We do apologize for the inconvenience and we do not like to reschedule appointments unless absolutely necessary. You are rescheduled for install on 11/19/2017 and I see that a confirmation call was made on 11/14/2017. We would like to complete your install for your beautiful security door. We appreciate you as a customer and have documented your complaint with communication. If you have any further questions please contact our customer care department at ([redacted] option 2 for installation and option 3 for service. We 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

We have not agreed to remove our complaint regardless of their beliefs. We still have issues with all three doors we purchased from First Impressions;1. Front door frame has 6 holes from where original installer mounted automatic closer. No one from First impressions has repaired those holes or offered to repair those holes. 1 a. Trim piece is pulled away from the main part of the door frame.2. Rear patio door still has a gap at the bottom so we are not receiving the side to side sweep coverage promised by their sales rep.3. Master Bedroom, Door still shows the attempted repair marks on the outside of the door. The attempt to blend the paint is not working it is obvious that there was some sort of repair made. Door was manufactured backwards causing the door to be hung backwards which has resulted in the needed repair work to be done. They 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 blended. So no we are not satisfied with the repairs or service (or lack there of) to date. For the cost of these doors the should have been done correctly. Their statement to us about the discount we received does not take away from the poor quality and poor service we have received to date.

I have attempted multiple times via phone to see when and how my doors will be fixed.I spoke with Loreen, Customer Service Rep., on 8/31/17.  She asked for photos and I explained :1) that I previously emailed multiple photos on 8/1/17 to Jordan, who had confirmed receiving all 14 photos2)  on 8/15/17, Daniel, Service Tech, came to my house to make repairs and he explained that he would need at least 4 hours to make all the repairs and that he was not slated enough time that day.  Daniel took the dented screen and no one has brought back a new one.  Daniel stated that Customer Service would be in touch with me to schedule a repair date.  I am still waiting for that date and phone call.On 9/28/18, I left voice mail messages on the Service Repair line and for Shannon Peterson.   Loreen, Customer Service Rep., stated that I would get a call from scheduling to make repairs soon.  I asked her for a time frame and she stated that I would be contacted soon and that I would “be pleased with the repairs”.   I have not heard back by phone or email.  I have paid them in full (my husband wanted to take advantage of a cash discount), so they are not incented to make any repairs.  I am beyond frustrated and will never use this company again.  I appreciate anything you can do to assist me in getting my doors repaired.  [redacted]

This 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. First Impression is currently working...

with our customer in an attempt to resolve this issue. Today, 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 2002 and numerous other awards over the past 20 years as the industry leader in ornamental iron manufacturing.

Good afternoon!I am the customer care director for First Impression Ironworks and happy to address your concern. I am so sorry this has been a serious miss of communication. First I would like to ensure you have the phone number for our customer care department at (480) 924-1104 option 3. Next, we...

will absolutely address this for you. Unfortunately we don't have anything logged since July 2017 from you and that was during the last service visit. I have started that information today for a new case called in. In looking at past case history I was able to see some areas of reveal around the latch plate and touch-up needed in some areas. I also noticed a note stating possible powder coat flaking and need to see a better description of this to proceed. Are 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 necessary. I will be happy to execute the plan to address your concerns. Thank you for reaching out and I do apologize we did not connect sooner. We are here for you and available to assist. I look forward to hearing from you. Sincerely, Shannon P[redacted]Customer Care Director[redacted]

On may 22 the front door security door was installed and the rear security door screens were taken off and new white frame ones installed. However, the two bedroom window guards were manufactured too small and could not be installed! Today is May 26 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 disconcerting. No one wants to tell you anything!

To whom it may concern:I have thoroughly read your complaint and I have seen that we addressed your concern on 11/9/2017.  One of our customer service representatives mailed you new screws and touch-up paint as requested. We also gave an option to service the door for $90 service fee plus parts...

since you are outside of the 2 year warranty. Our lifetime warranty is based on our ironwork. We absolutely want to assist our customers when we are able to. Again, since you are outside of the 2 year warranty, we mailed you screws and touch-up at no cost. We emailed a PDF for touch-up application. We also offered to provide the service outside of warranty for the service fee. We are still willing to provide the service for our service fee if you would like. Please contact our customer care department if you would like to request this service and we can take care of you. The door was purchased in 2006 so outside of the warranty, this is how we can resolve your concern. We are happy to help you! Thank you!Sincerely, Shannon PetersonCustomer Care Director

Thank you for taking the time to provide valuable feedback, your concerns were immediately brought to the attention of management. Our 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 20 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 records indicate [redacted] has already been working with our Customer Care team and has reached a resolution. He is scheduled to have our team out there today, November 23.

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 [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action has not been completed.  First Impressions has not installed screens or glass or corrected improper installation as of yet.
Regards,
[redacted]

I responded to a Jeremy back on 5/10/17, I believe it was, when I received a response. What I asked was that he reach out to Samantha Tindell and ask if he can get the thread from her. I also asked that he teach back out to me if he was unable to gather the info from their customer service rep and I would be happy to get it to him. I never received any additional response from First Impression so I was under the impression that the business was reviewing the email thread they received from their employee. I'd like to make it clear that the business reached out only once and my response was more than "talk to Samantha"

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

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. 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.

Good afternoon! I do apologize for any miscommunication and we absolutely can resolve your concern. The lock does overlap a portion of the frame which is within industry standard, otherwise the lock would not fit in the area placed. This is a more upgraded frame and style that we are doing, which is...

a great upgrade for our designs. However, since you are not 100% satisfied with the overlap on the frame we have you scheduled for service on Saturday 12/30/2017. 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 requested. The installer is already scheduled and completely trained within the field. We are confident in the service and work that will be done. The technician will also inspect the door and ensure everything is complete before leaving. Again, I do apologize for the miscommunication and we have addressed any issues internally with this. Thank you for your time and please know we highly value our customers. We do appreciate your business and please reach out to us at customer care with anything further. Thank you!Sincerely,Shannon P[redacted]Director of Customer Care

The correct screen and color has been installed as of today. Thank you.

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

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

since my complaint was submitted the scheduled repair was never completed.  The "rework manager" had scheduled a technician to arrive on May 19, 2017.  The technician never showed. I called the "rework manager" and left a message that the technician never showed.  I then emailed the "rework manager" with the same informatio.  To date I have not been contacted by anyone at First Impression.  I would appreciate one of two options:  1) send me, by [redacted], 4 striker plates for my door and allow me to effect the repair.  2.  Give me a direct telephone number so that I can talk with a decision maker who can resolve this issue. My cell number is [redacted]