First Impression Security Doors, Inc.

We take this kind of feedback very seriously and have been working with the customer to address their concerns. Attached is an email string between the customer and our Director of Customer Care.We visited the home on June 1, and on June 3, the customer replied that the remaining issues were addressed. Once we submitted this confirmation to the Revdex.com, we got an alert via Revdex.com that the customer had more issues. The customer did not contact us regarding those new issues and went directly to the Revdex.com instead of communicating with our team. We would not have addressed this review under that impression if we had heard back from the customer prior.Per our discussion with the customer, we created a list of items to be addressed by the technician, and did complete those, and sent a refund check as well. We are attempting to work directly with this customer and were surprised to receive this update from the customer with additional information requested for the product. We previously confirmed with the customer and were under a different impression. We are still committed to working with the Klopmans and waiting for a response to our Director of Customer Care.

This issue was immediately brought to the attention of upper management, First Impression takes all feedback from customers very seriously and we pride ourselves on providing total customer satisfaction over the past 20 years as our industry leading reputation demonstrates....

We apologize to our client for the mistake that was made during the installation process and the miscommunication that occured with charging for a service call. See the attached refund check stub, First Impression has met our client's desired resolution and mailed a refund check for $85 on Friday, 1/23/15.

First Impression makes high quality security doors, so expect to pay more. We could not be happier with the door we selected and the options we chose. The sales person, [redacted], was extremely helpful, making sure we got the door we wanted. The installer showed up when they said he would, installed the door quickly and professionally. We are very pleased with First Impressions and we would recommend them to anyone that is thinking about installing a security screen door.

[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.  At this time I will consider this complaint resolved.

Regards,

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.

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.

Please see attached letter with pictures.
 
Dear Revdex.com,
Our company believes this complaint is resolved and the communication was as described by First Impression. FISD has completed the action that Mr. Gary D[redacted] requested in his formal complaint to the Revdex.com, which was to “Finish the Job – Mail the part to me as you said.”
We have made every effort to resolve the issue with the customer up to and including this resolution. Enclosed are the screenshots of the emails between Mr. D[redacted] and our Customer Care department. Please also reference the tracking number (FedEx Tracking # [redacted]) that shows the part that was sent to the address Mr. D[redacted] requested in his email below.
First Impression takes this type of feedback seriously and we work with our clients in an attempt to achieve total customer satisfaction, evidenced by our A+ Revdex.com rating and accreditation since 2002. Please do recommend any other action that FISD could take to consider this matter resolved, as it does not appear Mr. D[redacted] is asking for anything that has not already been completed, and FISD is committed to resolving any and all customer service issues to the best possible outcome.
Sincerely,
Brie [redacted]
Marketing [redacted]
First Impression Security Doors

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.

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.

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.

First Impression Security Doors, Inc. December-05-2016

Three years ago, we had our First Impression Security Doors, Inc. installed. Including a security screen door in the front of our home. Looked beautiful. My wife wanted to change the screen color because we had the house painted a little darker color [ ladies love to change colors all the time].

I removed the screen and took it to the Gilbert, Arizona sales office. The screen replacement we used the same frame just wanted the screen color changed. The promise date was missed communicated we drove down to pick up the screen and it was not ready. Their repair center is a bit of a drive from where we live. It was re promised for another few days, to be ready. Got delayed again, second trip. I was rather frustrated over the delay and one person did not return my two-phone call.

I requested if they have a manager that can call me [they were hesitant at first to notify the manager] and help me resolve this situation. Very same evening after 5:30 pm I received a call from Natalie, Customer Care Director, Wow! I thought she assured me she would investigate the situation and get back to me. She kept her word second phone call from Natalie, I missed a call from her around 5:45 pm and at 8:30 pm she called me at home that’s going above and beyond to help a customer.

Went over this situation and took care of my screen door and replaced the old frame and the screen at $$$ no charge. It was not a big charge however her level of service and assuring me, how important the customer is. Their company is “Independently Owned and Operated”.

Customer Satisfaction is Important to Natalie, Customer Care Director.

An old saying don’t keep telling the customer you care SHOW THEM!!!!

Horrible customer care until you write a review that can be seen by the public. Then tried to confuse me and make me sign a contract for 50 dollars to not contact Revdex.com and remove my negative post on Face book. Then told me that bent solar screens are to be expected when you order them with a grid pattern. Called me at 9 pm at night upset that I posted pictures on Face book of there "fixed install" that was still bent out.

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.

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.

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.

This company is incorrect in the dates and information , I as the Customer filed with the Revdex.com during the time talking with them in Emails which I have as a record of, I was switched from one person to another person and after I filed with the Revdex.com which was 2 days later  the company said  I would get the part , hard to be leave the replace part wasn't safe with a sharp burr on one side , This company pleaded with not to go to the Revdex.com but I knew after the issue I had time after time it was the right thing to do so others would know....... My feeling is this company is happy with the customer as long as it is going the company's way and not working 110% for the consumer to resolve issues.  Why cant this company do first pass Quality for the customer. I will not be recommended to any one , customer service was very poor and timely to resolve for my issue.

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.

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.

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.

Horrible customer care until you write a review that can be seen by the public. Then tried to confuse me and make me sign a contract for 50 dollars to not contact Revdex.com and remove my negative post on Face book. Then told me that bent solar screens are to be expected when you order them with a grid pattern. Called me at 9 pm at night upset that I posted pictures on Face book of there "fixed install" that was still bent out.