First Impression Security Doors, Inc.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

“First Impression strives for total customer satisfaction on a daily basis in all areas of our business, occasionally we fall short of our high standards and in this case made a few mistakes along the way” THIS CANNOT BE SAID WITH A BALANCE OWED. Since my original request was “consider this sale PAID IN FULL; they don’t have to come to my house for anything”.  No product or service was expected to be guaranteed. Upon owing a balance, I would expect the FOOTPADS REBUILT TO HAVE FOUR BOLTS AND FINISHED SIDES, THE PILLAR WHERE CEMENT WAS TAKEN OFF FROM RAILING TO BE REPAIRED.  WORK SHOULD BE COMPLETED BY JUNE 6, 2014, AND LIFETIME WARRENTY ON PRODUCTS AND INSTALLATION WILL BE WARRENTED.  After reviewing previous customer complaints, First Impression is known to delay repairs and installations to the point of customer dissatisfaction. Any future repairs will be expected to be completed in a reasonable amount of time, or future complaints will be submitted to Revdex.com. 

Regards,

This is a top-notch company to deal with. They come to the client, offer exceptional suggestions for products, and then schedule installation in convenient ways. Their customer service seems to put the customer first.

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 customer had agreed to remove their complaint earlier this week after speaking with our Customer Care department.

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,

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.

Had bought 7 custom security doors for my home a few years ago and had so many issues with it, from damaged doors to screens been torn. It took them forever to replace some of them. Not all were replaced. Anyways, I just extended my home and need to order more custom security doors to match my current ones and since they have the matching ones, I decided to buy from them. Well I have been speaking to them for over a month now and no response on when they will order my doors. They keep giving me the run around saying by tomorrow I will get an invoice, well its been over a month and still no invoice. I have and left messages and spoke to them regarding this so so many times. They don't care about customer service. I even left a message for the owner and he too didnt reply. I would strongly discourage anyone from doing business with them.

Our company has completed the action that Mr. Gary D[redacted] requested in his formal complaint to the Revdex.com. We have made every effort to resolve the issue with the customer up to and including this resolution. The part he has requested was already shipped before the complaint was...

received by Revdex.com.   Initial contact was made by Mr. D[redacted] on January 5, 2016. We replied via email to Mr. D[redacted] on January 5, and did not receive a response until he called back on January 8. On January 11, he scheduled a time to have it completed by our technician on January 13. He then called back to change his mind and decided he would do the work transmitted via email, because he stated he did not trust our installer to finish the job correctly. Our Customer Care Manager, Natalie, spoke to him on January 12, and he agreed to have the part sent to his home in Arizona. We shrink wrapped the part and put it on his porch.    On January 12, he requested then to have the part sent to an address in Washington, as he was out of town. Natalie received the address at that time. Our Director of Customer Care, Shauwn, expedited the request and had this part mailed. On February 2, 2016, the package containing this part was picked up from our facility by FedEx (Tracking # [redacted]), and by Friday, February 5, 2016, it was delivered to the customer’s front door at his Washington address.   Every effort was made to expedite a resolution for this customer, although he left town abruptly and was very difficult to work with from a distance. Mr. D[redacted] chose to fix the remainder of this missing custom made piece himself, and the fact that he is no longer in the local area has made it challenging for us to get the needed part to him. If he was in town, we would have been able to get the missing part to him and resolve this a month ago. Mr. D[redacted] also chose not to have our qualified technician install the piece for him.

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,

Really enjoy our new door. Sales and installers were very professional and delivered an on time installation. I would recommend first impression to anyone looking for new doors.

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.

LOve my new Security Scrren door. Was a good price and looks great. Was installed great and in a timely manor. Love this company!!

Very happy with our doors. Made in USA.Natalie was great to work with.

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.

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.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The problem is that we did not receive ANY offer nor ANY attempt to resolve this issue.  They claim in their response that they are working with us, but they have not called us and when we call them, we just get shunted to voicemail.  The last time we communicated at all was prior to the filing of this complaint.  We are more than willing to work with First Impressions to resolve this once and for all, but that requires them to talk to us in the first place.

Regards,

First Impression has been in contact with Mr. [redacted] in addition to visiting the job site to review the issues and concerns directly with him.  Both parties have come to an agreement and have put a plan in place to resolvethe issue. Mr. [redacted] agreed on timeframe, cost and scope of work to be performed to satisfy his concerns.

[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,

Ms. [redacted]’s claim that “First Impression is known to

delay repairs and installations to the point of customer dissatisfaction” is

simply false. First Impression would not have become the #1 ornamental iron

company in Arizona over the past  20 years, won numerous awards for providing the highest quality and service, and

earned an industry leading reputation if this was true. Upon further reviewing Ms.

[redacted]’s past correspondence with First Impression and this Revdex.com complaint,

it’s apparent she will not be satisfied with anything less than her original

Revdex.com “Desired Settlement” of “I would like First Impression to consider this

sale as PAID IN FULL; they don’t have to come to my house for anything.” First

Impression will honor this desired settlement with the understanding that this

Revdex.com complaint will be filed as “Resolved”. First Impression will retain a copy

of this Revdex.com complaint and Ms. [redacted]’s desired settlement as proof of resolution in this matter.

[redacted]...

[redacted]

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,