First Impression Security Doors, Inc.

Great product and service. The two installers were professional, explained how to care for the door, and did a great job ([redacted] and [redacted]).

First Impressions exceeded all expectations so far with regards to the sales, construction, and installation of our security door.

Review: We have waited at home four separate time to have our screens installed on our home. On the fourth time they did not show up the owner and instal mgr. promised that they we be installed on the visit number five. On the of visit number we receive a call we have to still measure or screens that was supposed to be done a month ago. We try to call and talk to people in charge and just get excuses and passed off and have to leave messages and no calls back. It is partially our fault we paid in full in advance to save some money. They already got paid so why finish the job.Desired Settlement: We would like the job to be finished properly and at a discount. We have already been here for five appointments, taken time off work to be here and they never show up. They need to so up when they say they will.

First Impression Security Door was a good experience and a positive one for my wife and myself. While at a Home Show we encountered their booth and liked the sample doors they had out. We made an appointment and the next day their representative came out to our house. We decided on two doors that were very reasonably priced. Three weeks later the doors were delivered and installed. It was truly a good experience. My wife and I were impressed by First Impression's professionalism and helpfulness.

My wife and I are very happy and completely satisfied with our new outside iron gate that we ad purchased and installed by First Impression Security Doors.
The outside gate looks beautiful and adds security and beauty to our home.
They were very helpful throughout the entire process, and the quality of their products are top-notch. The installation was done very well and in a timely manner.
We would use this company once again for any security doors or gates that we were going to install.
We give them our highest recommendation!! [redacted]

This company sells faulty lock products that break shortly before or after the warranty is up. A door latch should never leave you stranded in or out of the home. Especially a security door. It should be called a lack of security door. When under the warranty it was replaced with only one problem, getting locked out of the house. The same issue happened again where a piece in the lock is made of cast metal breaks after 2-3 years. We had the same lock break twice now and leave us locked in and out of our house. Imagine if there was a fire and this happened. When we called for service they said it would cost 80 dollars to replace the mechanism if I did it myself and 195 to have them come out and fix it. Wow some product! I would not recommend these doors to anyone concerned with safety.

working with First Impression Security Doors has been a very positive one. The sales person was first class. He arrived on time and listened carefully to our needs and helped us pick the door that served those needs. Delivery of the door was on time as well. The door was made very well and the installation was perfect and better than we could have imagined. Thanks First Impression. We will be calling you for our next door requirement.

We love our new door and working with First Impression was an excellent experience from first to last. They have a wonderful product line and are very reliable.

Review: I bought a custom door from this organization, I tried to pay the sells person who came to my house , but he was "too" busy to meet for several days so I went into the store and paid there. I tried to get a written receipt but I was advised the sales person would mail me one. After several days of waiting and no response I called and spoke with Jane P[redacted]she promised to send me over a copy of my receipt but all I got was a one sided document with a generic bill. When I tired to print it out, I could not get the whole page to print even when I reduced the image. I called the sale guy back and finally got a copy of a piece of paper that showed how much I paid and a statement it was for a security door. I never got my original sales receipt showing what I bought with the actual date I bought it with all the fine print on the back. I scheduled the door to be installed on 10/16/15 at 1pm. The guys did not show up until after 3:30 pm. He started to install the door and I pointed out a few concerns but he stated he had to put the door up anyway. I now understand the techs do not get paid unless they install or do the repair they were directed to do by the company. My door frame was damaged after the door was taken off and put on at least three times and when I asked the young man to repair the damage with some wood glue he responded he did not have any and he does not do those types of repairs, I would need to call the office next week to see if they could assistance me. He only had some silicone but was not sure if it would hold up in the summer heat. I did not sign the install papers and wrote on the paper's that I did not have my sunscreens that were suppose to come with the door. The installer did not know I had ordered them and they were not made and ready at delivery. My front door was also scratched up by the installer when he was putting the steel mesh screen into the security door. One of my door mats was also torn up when the installer pulled a large potted planter on top of it from near the door. The mat can not longer be used. These items were brought to installers attention while he was on sight. The door frame has lots of knick and places where the paint has been knocked off the frame and it's screws, the door has nicks in it where the paint was knocked off and the installer put some different color paint over the nicks. The lock was not on tight and moved around if touched. The steel mesh has lots of deformed spots where the pattern is not uniform and the steel metal has numerous spots where it is not properly painted and I can see the gray steel metal. There are other areas where the mesh has nicks in it and I have sent the company pictures of the nicks in the mesh, the damage to my front door, the door frame and the mat. There are also lots of small holes in the design at eye level that takes away from the beauty of the door. The security door also has some small holes in the upper right corner and the texture of the door in that area is rougher than the rest of the door. Near the lock are small notches that sit up on the steal door and is not part of the design. The bottom and top frames is not straight nor do they look professional. It is my understanding they are willing to replace these two items and give me a lock that is not scratched up. The current lock does not stay locked and is often found unlocked after checking to make sure it is locked. Then there is the ground in dirt that came on the door with the numerous finger prints all around the door. When the tech came out he tired to clean them off and then stated he could not get all off without ruining the texture so the door is still dirty. I was informed by your sales rep and Jane P[redacted] and the guy in the store that the screens would be easy to put in and out, and I would not have to unscrew anything to switch the screens from the mesh to the Sun Screens that I have not gotten yet. When I asked the installer , he did not know I was suppose to get sun screens, and he said the door opener belonged in the middle of the door, not at the top as in the models in the store or the way your representatives explained it to me with them knowing I had a 9 foot door. I had a friend call in my concerns, and he was instructed to have me e mail pictures. I did not know how to e mail the pictures so I went into your office in Gilbert and George helped me by showing me how to send pictures from my phone. I showed George the damage to my front door, the mat in front of my door, the damage to the wooden door frame, the whole in the security frame where it is suppose to keep the deadbolt, flaws to the mesh screens, the dirty and hand prints on my door. He informed me all these items would be fixed. Natalie makes arrangements with my friend to have a tech come out to my home and look at the door to see the condition of the door. He arrives on time at 10 am. I am home sick , I unlock the door and he exams the door, then he goes to his truck and sits there 30 minutes for more. I walk my doors and come back home, he is still sitting there as I go into my home. The tech knocks on the door again, now he says he wants to tight the door lock so I say ok. Then he says he can fix the jiggered edges on the door. I respond by saying I expected a professional job and I did not want it to be too short. He leaves again and then comes back to say he needs to measure for the sun screens I asked him why since they have the dimensions the security door. I let him do the measurement. Then he starts trying to clean the hand prints and dirt from the door which he says came from the shop when they were making the door and using grease. He informs me He can not get all the dirt and grime off the door without damaging the texture. Then he calls someone on the phone and Natalie calls me demanding that I allow her worker to do whatever he wants to try to correct the flaws with the door. I inform her , he was only suppose to come out and see what needed to be done to the door. They did not have appointment to do repairs and I did not feel well. Moreover, I wanted to know what the repairs were going to be. I was advised she did not need to share that information with me and she was going to call my friend to get the job done. I advised her , I paid for the door and she would need to send me a written letter by mail indicating what repairs were going to be done. I stated this twice. Then I asked her to have her supervisor to call me. I never got a call from him so I called and left two message for him but he did not call me back. Then on Sunday night at 8:37pm, Natalie calls me at home and says she wants to speak with me, I inform, I do not wish to speak with her and I did not want her to contact me again. I reminder, that I had requested to speak with her supervisor. When I arrive at work on Monday, I get a call from Natalie from Sunday at 8:47pm stating I have to call or her I will not get my door fixed. I did not call her back. Unknown to me, Natalie makes arrangements with my friend to come to my home do some repairs and has him to believe they are going to give me new mesh screens , when in reality they ere going to drop off some sun screens. I did not have any paint to match my trim at the house and I wanted to be home to see what was going on. I found up late the night before that this was the arrangement Natalie came up with knowing I wanted to speak with her supervisor. The my friend found out he had a conflict at work and would not be able to make the appointment anyway. I then get a call from Bob Neckess from HR at First Impressions who says he is here to help me and wanted to get the matter resolved. I agree to meet at Divisional director or Natalie's supervisor on Veteran's at 2pm to see what I see and discuss the door. They no show no call. Then at 5pm some service guy comes and says he is here to do some work on the door. I ask him the regional director is ? He does not give me a response.Desired Settlement: I want a professional polished door without all these flaws. I expect my door to look like the ones in the store. No make shift , patch work or anything like this. The door was suppose to be brand new, not a reject from someone else. I expect them to say what they mean and keep their word. Door the repair that they sent my friend and the ones discussed here. I want to have my mat replaced. I no not expect to be told one thing and then presented with something else. Be it item I paid for or the staff I am dealing with. It is rude to tell me a director will meat me and then told the next day they are too busy to meet me and be left a vice message the I need to explain why I sent their worker away when they were not honet in the frist place as to who they ere sending.

Business

Response:

Ms. [redacted] thank you for taking the time to provide your feedback, this complaint was immediately brought to the attention of senior management within First Impression. On Friday, December 4th our owner met with you to discuss the details of the issue. As a result of that meeting, it was agreed that next steps are for First Impression to visit the job site to assess and provide solutions. As of yesterday, Monday, December 7th our owner Tim C[redacted] has not received contact from you regarding a date and time for the site visit that is convenient for you. Please contact us at your earliest convenience so that we can schedule this visit and continue the resolution process. Thank you for your patience and for continuing to work with First Impression as we resolve the issue. First Impression has been an A+ rated accredited member of the Revdex.com since 2002 and we take all issues like this very seriously and work with our clients in an attempt to achieve total customer satisfaction.

Consumer

Response:

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.

Business

Response:

First Impression is responding to the 2 complaints filed with the

Revdex.com regarding one security/screen door installed for [redacted] We

have attempted to work with [redacted] and resolve her issues but have discovered

that her quality standards and expectations are far beyond the norm and we

believe that it will be impossible to meet her requirements for perfection.

The Owner of the business, Tim C[redacted] visited her home the morning of

December 14, 2015 and spent approximately 2 hours with this customer.

Tim in no way pressured [redacted] into signing anything, he simply documented

her requests and touch-ups that our company could commit to. There are

some extremely minor blemishes that are completely normal with steel mesh and

our powder coating process. These blemishes are difficult to see with the

naked eye in fact. [redacted] rejects any normal blemishes that come with a

custom made iron door that is welded by hand, powder coated by hand and

installed by our trained technicians on site. We request that the Revdex.com

intervene and help resolve the complaints from this customer. Tim

Cornelius did document the agreed steps to address some of the very minor issues

that [redacted] Law has with the beautiful custom security/screen door we

installed for her. [redacted] did sign the document, but there was

absolutely no pressure to do so. Tim simply asked her if she would sign

the hand written agreement and she did. She did not receive a copy

because [redacted] does not have email capability and she was fine with my

agreement to U.S. mail her a copy and our installer would also bring her a copy

when we came back to perform the service. Now she is stating in negative

terms that she didt get a copy? Having received yet another complaint on

the same door today, we are not able to complete the service work for this

customer and we have a signed agreement on the work to be completed. It

is disappointing that we were not able to reach agreement with this customer

and we look to our long standing partner, Revdex.com of Central Arizona, to intervene

and help. First Impression has a flawless record with the Revdex.com as a proud

A+ Rated Accredited Member since 2002. See attached letter mailed to [redacted] Law 12/17/15 via US mail since customer indicated she does not have email.

First Impression Security Doors gets 10 Stars out of 10. They were honest and accurate with their estimate of the cost, complexity and length of time it would take to install the door. They delivered exactly what they said they would, on schedule, without any additional costs or hidden problems.

Their installation people were top notch technicians able to address a complicated installation with skill to match.

I had security doors and a security gate installed by First Impressions at the end of 2012 and I have been completely satisfied with everything. The salesperson wasn't pushy and answered all of my questions. The gentleman who installed the doors and gate was wonderful. He worked very hard and got everything right. Fantastic job.

The security door for our home was exactly as described and installed in a thoroughly prompt and professional manner.

Good job from ordering to installation. Thanks to [redacted] for his installation and professionalism.

Our front entry gate turned out beautiful. The whole process went smoothly from the time the salesman first gave us an estimate until the gate was installed. I recommend First Impressions without reservation!

I ordered a security door from first impressions. They brought the door to install. The door was made improperly. They tried to give me a "small discount", I told them I wanted what I ordered. They took the door and remade it. When the door was ready to be brought out again they wanted me to give them another 4 hour window for installation. I told them NO I have already given you a 4 hour window. You need to tell me when you will make the installation and I will give you a one hour time frame.
When the door was installed the installer gave me an invoice for the balance and it was over $300 dollars higher than it should have been. I had to call the office again and find out what they were trying to pull. Finally got that figured out. During the time between installations I tried to reach my sales guy and the company owners multiple times and not one of them would return my call. Never do business with them.

First Impression Security Doors has been a delight to work with since our first visit about a month ago and through the actual install earlier this week. We took a tour of the factory last week and were extremely impressed with the quality and workmanship that goes into every detail of the finished product. Most of all we love our new door and the added measure of security and value it lends to our house. We have proudly mentioned your products and services to friends and expect that you'll be hearing from some soon. Many thanks, Bob & Susan S.[redacted] in G.[redacted]

We recently had a security screen door installed on our home by First Impression Security Doors. We couldn't be happier with our doors. They have more than exceeded our expectations.

First Impression Security Doors have set themselves apart from the other manufacturers from the quality of the product to the end result, you're completely satisfied.

We look forward to having more work done in our home with this company.

The doors are awesome and the installers were great. Very knowledgeable and meticulous in the installation process

Wonderful service from start to finish. Beautiful results. On time with appointments and installation. Couldn't ask for better!

Sun screens are very good quality and installed professionaly and on time.