First Impression Security Doors, Inc.

We were very impressed with our entire relationship with First Impressions. The sales people were knowledgeable and helpful and every commitment they made they either met or exceeded. We wanted a special design and no only was it very reasonably priced, but it turned out better than we hoped.
The originally stated it would take 2 - 3 weeks to complete our order, but we had the door installed within 10 days of placing our order.
The entire staff was very professional and followed up regularly to insure we had a convenient time for installation and they confirmed the installation date and time. The installer called the morning of the install to confirm the time and actually arrived about 15 minutes early.
I have dealt with many companies and contractors and I can whole-heartedly endorse First Impressions. Anyone who choses them will not be disappointed.

Both the estimator and installer showed up on time and were very knowledgable and professional. I think I received good value for what I was charged

Review: my problem is the gate that bought on 5/27/2014 is rusting.Desired Settlement: have a pair person make the repair to stop the gate from rusting

Business

Response:

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.

We are a returning customer and absolutely love the quality of their products as well as the professionalism if their staff and installers. We highly recommend first impressions and appreciate the new look their product gives our home, thanks!

Very good experience from sales and estimate to installation. The sales presentation was thoroughly informative and we knew exactly the product we were getting. Very good information was given on install scheduling and the installation process. The end product is excellent quality and the installation is excellent. We got the impression that "First Impression" is a polished operation of an experienced business. We would recommend them.

Great experience all around. Perfect color match of our security doors to our stucco. Looks wonderful. I highly recommend First Impression for all Security Door needs.

First Impressions Security Doors, Inc. is an upstanding company to work with. When the sales rep. came to our house for a quote, he was informative and on task with everything that needed to be done when ordering our security door. The day of our installation the installer called me to let me know he was on his way. He was courteous and got right to work with the installation of the door. He was done quickly and went over what I needed to do to maintain the door. He did a quick adjustment for the door closure and was on his way to his next stop. I was very impressed with his skills and customer service.

I received a fair quote on a security door installation and the sales person followed up as promised to measure and plan the installation. The installer arrived at the agreed upon time and completed the installation promptly and accurately. The installer told us how long to expect the installation to take, and he met the schedule with a little time to spare. The installation and cleanup was outstanding and we love the new security door.

A year ago we arranged for an estimate for a security door which was scheduled for 9AM. At 9:30 the estimator called to say he was waiting for someone and would arrive at 11AM. At 11:30 he called to say he was still waiting and would try to arrive by 2PM. Not impressed so cancelled the estimate.

A few months ago decided to give them another go and had an estimate and subsequently ordered the door, which we were told would take 6 weeks. Less than a week later we were called to tell us the door would be ready in another week because they were slow and could fabricate the door sooner.

Installer #1 arrived with the door and after an hour of banging etc he informed us the frame was smaller than the door and he couldn't make it fit (why try?) we also noticed that the door had a wreath holder that we did not ask for. Obviously the door was in stock and not made for us! Not Impressed!

A week later Installer #2 delivers our door and installs it; however, tells us he cannot install the closer as it needs a special bracket. We later inspected the door and noticed that the perimeter of the frame had huge spaces that would allow bugs etc into the house; hence sealant req'd. We also noted that he chipped a large piece of stucco off the wall. Not Impressed!

A few days later Installer #3 arrives and installs the closer. He also caulked the frame and repaired the chip, although we would need to paint it. He would accept a credit card although the company does accept them? We noticed after he left that he had painted the sealant and had smudged a significant amount along the top of the door, which I painted over. Not Impressed!

About 2 weeks later the closer started making a noise and sometimes would not close. I called First Impressions told me that the closer is not under warratyn and the reason for it not working was perhaps we opened the door too hard and I would be responsible for the cost, WHAT! Not Impressed. We arranged to have the service on a Thursday AM. A few days later the bracket holding the closer to the building dislodged. The screws did not extend into anything solid only a thin section of stucco. Not Impressed!

On Tuesday before our appointment we had a voice message reminding us of our appointment the next day in the PM? We called and confirmed Thursday AM. Thursday AM nobody showed. At 4PM service guy called to s he was on his way as we were scheduled for his last stop. SAY WHAT! I told him not to bother as I had it with First Impression.

Although First Impression called to reschedule and fix the problem I told them emphatically the I wanted nothing to do wit them again.

Not dependable, poor workmanship and in my case I believe they were not up front with me. THE END!

First Impression Security Doors is an *outstanding* example of both quality product and excellence in customer satisfaction. From our initial contact with the design center personnel through to the installation team, I have nothing but accolades for them. I would unreservedly recommend First Impression Security Doors for anyone desiring a finely crafted custom door. 6 stars!

My wife had saved a flier from First Impressions that we received in the mail. In a conversation we had with a neighbor, he told us of his wonderful experience in working with First Impressions, aside from receiving and installing a great product at his home.

First Impressions provided us a product that not only will we enjoy, but add value to our home. The whole process was not rushed, no sales push or pressure. The beautiful products sold themselves.

It was just a matter of my wife and I to make a sound decision. We're extremely happy with the outcome.

Review: On Feb 10, 2015,, we met with a sales rep and discussed our need for a screen door. During this visit we ordered, signed papers, paid in full for the ordered door. We were told that we would have our door with 4-6 weeks. We were told that First Impressions does a wonderful job & that it is satisfaction guaranteed. We have had nothing but issues with this company. So far, we have waited 6 different times for company to deliver our completed door. We still do not have the complete door up. We have dealt with the fact that the installer was running late & I agreed to wait to have the door installed. (This was after being told they would here early and I received the call at 3:45). We then waited 10 more days for the door to be delivered & when delivered, it did not fit as the salesman measured the door wrong. Then we waited to have the door made again. ( I had other issues before this as the company emailed me paperwork asking for my signature, but emailed it to the wrong email address as someone typed my address wrong. No one notified me about this. I actually called in wondering when my door was going to be delivered. I had never been told I would be needing to initial anything. I had been told everything was signed & our check had been cashed a month before I called in about the delivery of the door. When I called in, I was told that we had never ordered a door and we're not in the computer. When I told them that they had cashed my check, I was told they would look into it & they would call me back that day. I did not hear back until I called again the next day. So after this delay, the door was made, delivered & did not fit. They remade it. It was delivered, but they forgot to remake the screen to fit the door. So door was put up, but NO screen. They brought out another screen. It did not fit. They set up another day to come out and the screen 'fell' off the truck. The screen needed to be made again. Finally...today, they arrive to put up the screen & it does not fit. I have had it. I want the door taken down! I do not trust anything they do. I want my money back with the 18% interest & administration fee they would have charged me IF I did not paid on time. We are talking 3 months & I am very upset about this! I sincerely cannot believe that this company has a glowing rating with the Revdex.com and with all the other places listed on their web site. I am very disappointed. I do not trust what I am told by the company.Desired Settlement: I want my door taken off my house. I want the entry way to look like it did before they put up the door. (No holes where they screwed the door into my entryway.) I want interest on my money as I paid the total price at time I ordered the door. I feel I should get the 18% interest for 3 months as they charge their customers as is stated on the paperwork.

Business

Response:

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.

Consumer

Response:

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,

Very pleased with the product and customer service. My security door is a beautiful, quality product. The price was very reasonable, and they gave me a two discounts--for making an appointment at a fair and then for placing my order at the appointment. There was no high pressure sale, and the rep took a lot of time showing me all of the style and color options. The installer was courteous and spent extra time showing me how to correctly operate the door and ensuring everything worked right. I have recommended this company to friends and will continue to do so. All of their work is custom made-to-order.

I had a great first interaction getting someone out for ideas and design, then the sales person did indeed give me recommendations and even took a picture of the door where I wanted a full gate and superimposed a picture of the gate I wanted over it. This made it super easy to communicate w/ the [redacted] board and to commit to buying the gate. Further, installation was perfect and included instructions on care, how the door works (double locking) and the warrantee information. I had another gate company over and didn't have as much as a good first experience.

Great service. Will do business with them again.

Review: March of 2015 I went to First Impressions to look at security gates. We spoke to a sales person named [redacted]. he provided estimates and other features for their gates. He appeared to be persistent in selling a gate. I chose a gate and had him make measurements. During July I placed the order and paid 50% deposit amounting to over $1200. When I moved into the new home I found out that the gate had to be approved by the homeowner's association. I contacted [redacted] to wait until it was approved. Upon immediately receiving approval within a week I contacted [redacted] S. and told him all was approved and the gate could go forward. [redacted]. acknowledged the go ahead. They scheduled a deliver install date of August 13, 2015 between 830 am and 1030 am. I called two days prior to delivery to confirm everything was good to go and arrange payment and someone to be there for the install.

On August 13th at 1030 nobody had ever stopped by for the delivery. I called to find out where they were. I was told they had pulled install and delivery due to HOA hold. I was very upset and told them that was not the case and I had called two days prior about delivery. They said there was nothing from the sales person and they would refer the matter to him. I told them explicitly that [redacted] was to call me immediately.

Several hours later still no call. They have absolutely no customer service except when they want to sell one of their high priced gates. They know they are wrong and they will not fix the issue. I have no alternative now but to file a small claims case against them.Desired Settlement: I want either a full refund or a partial refund with immediate delivery and install

Business

Response:

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.

Consumer

Response:

The delivery was made by First Impressions. However, the time scheduled was not met and they provided no discount for their poor customer service.

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,

Review: 5/22/2015

Notice of Complaint against FIRST IMPRESSION SECURITY DOOR, INC.

Roc #[redacted]

Horrible Experience with Purchase of Security Door.

I placed an order on 3/31/15 with Adam, a sales person out of the [redacted] office for a custom security door with glass insert and other options. An install date was given as May 8, 2015. Price paid down was $1100.00 with a balance due of $1099.00 on install. During the install the installer stated the Glass insert was not ready but they would call me next week to schedule the install.

After the install, the door opened and closed until the next day. I also questioned the threshold plate that was installed with an open gap several inches beyond the concrete threshold which looked unfinished, however he told me that was fine. No matter how far you opened the door it started to come back and bang against the frame and not latch, unless you pulled down on the door handle and pulled it shut.

After the weekend the following week we called and spoke to Adam, who is in sales and sales we would have to go to service and gave the number. Talked with a George whom did not know anything about missing glass and would get back to us. Waited and called again talking to Michelle and George whom said they would check on it and get back to us. The only get back to us was leaving us a message he is waiting on response and will let us know. I called George on 5/22/15, explained I have still no info or feedback on anything we have reported on the door, not even to service the latch issue. He said he would have to check and get back to me which I informed George the “get back to me statements” are over, I need to know what is going on or get me to someone, like a Manager or Owner who has customer service as a business interest to talk to me. Each time I asked he would not listen and proceed to tell me how I could add WD-40 and turn a screw to adjust the door. Needless to say he was informed I have paid them over $2000.00 and have a door not operating correctly, and I am not working on the door, I am requesting to have someone come out and service and get me in contact with your superior. After several more round of repeated request he puts me on hold for 5 to 10 minutes, comes back on the line and says the glass failed out quality inspection and was rejected, which I said that’s great this is the first news we have in weeks, and you have had the order for going close to 2 months. Ok when can I expect it, he says I don’t know. I asked when I can expect the repair on the door, he says I already told you and your wife how to fix it. It took another 10 minutes of back and forth conversation trying to explain to George, I paid Thousands of dollars for a product that is clear of defects and installed to my expectations and have yet to have that completed. I asked again for supervisor/manager to speak to, he says there is no need he is doing what they told him to do. He puts me on hold for another 5 to 10 minutes and when he comes back he says that he can put me on the calendar for service 6 more days out. I ask what is with his manager coming to the phone and he says he is busy on a call, not even to offer to call me back.

This has obviously caused mistrust of the contractor, since he has been paid, disgust and very stressful over everybody we have spoken to try to get resolved or at least a reasonable explanation.

Since I cannot get the interest of First Impression Security Doors, Inc. to contact me with results, information or refunds, I am forwarding my concern/complaint to all organizations that might be of assistance in this matter or make aware of issues with a consumer paid to contractor not responded to.

Regards [redacted]Desired Settlement: Explain lack of Customer Service concern, refusal of managment to respond, price adjustment for stress and aggravations lost time

Business

Response:

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.

Consumer

Response:

[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.]

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,

I liked the door better than pictures and installation was first class.

Was very well pleased with the quality of the blinds, and how friendly they were.

Cannot say enough good things about First Impression Security Doors. I have had to buy and sell homes the past ten years and in each home I installed First Impression doors - for single and patio sliding doors. Not only do the styles beautify your home, but the security the doors provide is comforting and permit me to sleep better at night! The purchase and installation of the doors always occurs without a hitch. Maintenance and warranty issues A+. Ask for [redacted] to install - he's great:)