First Impression Ironworks

[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 [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 did repair the lock and Mr. [redacted] is satisfied. We were in the process of scheduling this service, but the complaint was filed. Everything is complete at this point.

We do show that Mr. [redacted] has an appointment for tomorrow, although he is out of town. The technician is going to install the latch plates as discussed.

Yes, I met with First Impressions on 12/4/15. We were not able to make much progress since the owner was not willing to address the items on my complaint and just wanted to hash and rehash what I had written. I tired to address the dirty door, damaged mat and damage to my front door. Ultimately  we agreed to set up an appt for Tim and two of his staff to come to my home. I sent Tim a text message and he agreed to meet on 12/14/15 at 9:20 am. He and a tech showed. They looked at the door and now he is refusing to do some of the original repairs that a tech supervisor and service manager approved. I was given an ultimatum to take the money I paid for the door or accept the repairs he is now willing to do. According to him the repairs that were listed are not necessary although most of the crews are nicked up and the touch up paint may not match up. I asked him to leave  my home several times and let me think about what I wanted to do since he was not willing to work with me. Yet he remained and kept telling me we need to resolve the mater one way or another today. He had written up a paper that stating what he wanted to fix and asked me several times  to sign it. I did not get a copy of the doc and he said he would mail a copy to me and send a copy with his tech. He stated he did not want to work with anyone else on this issue.  I felt and still feel I was pressured to sign it or not get any repairs at all. Eventually, after two hrs with him in my home, I signed the document and noted on the document, that he was not willing to do the original repairs. This was part of my original complaint, that I am told one thing and then it is switched to something else. I am happy that he is willing to fix the door jam and my front door that were damaged and we agreed on how those items should be repaired. He also agreed to replace my door mat and provide a new lock and keys . However, the original repairs that I had expected to be done per a written document dated 11/9/15 for the door were no longer an option for me per Tim. He is only willing to paint over the scratches or ignore them. The hole in one area behind where the lock goes in at, will not be repaired at all. I believe a 3rd party should be involved to settle this matter.

FISD has completed service with the desired settlement to swap out locks. In addition, our Customer Care Director did phone Mr. [redacted] and he reported that is very happy. Our Customer Care team also sent out a card with a small token of our apologies and gratitude for his continued patienced. We...

consider this to be completely resolved.

I did not pay > $1300 for a cobbled together, repaired door. I paid for a newly manufactured door according to the stated specifications in the sales contract. The only acceptable resolution is for the seller to manufacture a new door per the contract, ship it to me, have it installed, and arrange for the return of the original, used, defective door. It is unacceptable that they try to "fix" this one, and that I am deprived of the use of a screen door during that interval.

As if to perfectly illustrate my point, I have received no contact from anyone at First Impression Sec. Doorsas of today, 9/18/2017, to set up a time for the ongoing paint issue.  This is what I mean when I say their customer service is deplorable.  I have waited an ADDITIONAL 10 days for them to do something as basic as coordinate an appointment time, and they couldn't do it.  Now, as is the case with them, I'll be put at the "back of the line" yet again and will have to wait at least another 10 days, which will end up being another month long wait. I want my money back. [redacted]

Revdex.com:
This has been resolved to my satisfaction. 
Regards,

To whom it may concern:Good afternoon! I am the customer care director for First Impression Ironworks. First of all I want to apologize for your past experience with our company and we are focused on resolving this concern. I 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 9/6/2017. 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-up. TJ 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 possible. However, I see as of right now the future schedule date is 9/18/2017. Again, we want to ensure the right person is sent for the job to address the touch up where needed. We appreciate your patience and please know you are a valued customer. We never intended to disappoint you and we truly want to address this for you. Thank you for your time and we look forward to our future visit with you. We stand behind our product 100% and we want you receive first quality service going forward. Sincerely, Shannon P[redacted]Director of Customer Care[redacted] ** [redacted]z

Our Customer Care Director reached a resolution with the customer and was under the impression he would update this complaint. Mark was not aware that his credit card was credited $949.50 had he known he would not have put out a Revdex.com complaint, but then he was asking for $300.00. Our CC Director...

explained to him that there was only $200.00 left on the table not $300.00. He checked his paperwork and said "you are correct." He was satisfied that $200.00 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.

On Tuesday, July 21 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 call. First 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.

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 $85 charge. We 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 ordered. In 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 warranty. However, 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 $85 fee one more time and will come out to adjust and align the door to close and lock. You 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.

First Impression Ironworks takes this kind of feedback very seriously and has previously worked with the customer to address past issues. We acknowledge that there were challenges with this install, however we did respond in a way that we would term “above and beyond”. The case was assigned at...

a Director level, and numerous directors communicated with and visited the home of the customer to listen and see the concerns. We pulled the entire door and offered up participation of the client in our QC process, which resulted in the customer inspecting the door before and after proposed solutions were implemented. We visited the home to reinstall while the customer closely inspected throughout the entire process, a last visit to install the screen and adjust the rain guard on 3-10-17. The customer appeared to be happy with the final adjustments, any new or ongoing issues were not known until the complaint was filed. Our proposed settlement is to schedule a service call to further evaluate any issues, which was scheduled with the customer for 6-1-2017.

To whom it may concern:At this point we are wanting to follow up on a couple items. The field manager, Jacob who spoke with you directly will contact you within 24 hours for a further conversation. He will discuss with you the details that were covered on the day of his visit with you. It is possible you have spoken with several representatives and we can clarify this with you. Additionally, we will schedule another site inspection to align your viewing and ours of the project. If there is anything needing attention, we will address it. Again, please know we do care and want you to love the results. That is why we reordered 8 panels of glass for you. We will provide great service and clear up anything needing attention. We look forward to speaking with you. Thank you for your time!Sincerely, Shannon P[redacted]

To whom it may concern:Thank you for sending a copy of the contract from 2006. Yes we want to assist you and will put this with your current case. I will waive the $90.00 service fee this time and send a technician to assist with the hinge/screws. This is for customer service purposes and not due to a warranty concern.  Keep in mind the lifetime installation warranty is listed if this was part of the installation. Given this is from 2006, we cannot verify this is from installation and would not qualify this as part of that warranty. You are also past the limited 2 year and 5 year warranty. We did send you parts and we will send a technician to service the door. However, any future service needed will have a service fee of $90.00 plus parts where necessary. I will email you and confirm the scheduled service date. Thank you!

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 by stripping and reapplying the powder coat to the product. 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.

To whom it may concern:First Impression Ironworks has made several attempts to make amends and we do believe in taking excellent care of our customers. The only answer that will satisfy the customer is to provide the service for free. This is a non-warranty issue and has been clearly detailed within our warranty information. I have agreed to waive the service fee of $90.00 previously and will agree to waive the lock fee per request. If any other charges may need to be charged during the time of the service, we will not waive those fees. We have been very generous for Mr. [redacted] and want to mend our service.  I need to make it clear by our warranty policy we will not waive further service fees, because the customer is truly out of warranty. This is a courtesy and we will be happy to waive this once. We will truly stand behind our product and understand Mr. [redacted] is having lock issues and we want to help resolve them. Thank you for your time and we look forward to assisting our customer. I hope this finds a great resolution. Sincerely, Shannon P[redacted]Director of Customer Care[redacted] ** [redacted]

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]

To whom it may concern: After full review of the photos we still remain with the same conclusion and the doors do not appear to have a general care and maintenance look. For instance, the pitting in the concrete stoop indicates hard water stains caused by excessive water exposure. As well as what appears to be run marks coming from the handles that normally appear if a door has been sprayed down directly. The finish of the doors failed because general care and maintenance was not done or appears to not be done. I will be more than happy to send another brochure for care & maintenance and/or visiting our website for this information is accessible at www.gotiron.com for convenience. To assist the customer with bringing back the powder coat and future beauty of the door, we provided information to re-powder coat them for a total cost of $575 per door. This covers the uninstall, stripping and treatment of the doors, powder coating and reinstall of the doors. We are more than happy to arrange this service for the customer since they are past the 2 year warranty. If the doors are cared for with minor cleaning, the powder coat should last several years. I hope this information is helpful and please know we are willing to assist. If I can set this appointment up for the customer, please let me know. Thank you for your time. Sincerely, Shannon P[redacted]Customer Care Director

Our Customer Care Direct has left two voicemails with this customer, but has not been able to get in touch. We are actively pursuing a resolution and hoping the customer will return our calls.