First Impression Security Doors, Inc.

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.

I am a repeat customer Both of our installations were done with total professionalism, a true company dedicated to customer satisfaction, with a reputation of quality and delivering a product that totally exceeds our expectations, a job well done,

Entire process was excellent from showroom to installation. Our security door looks beautiful and adds character to our entry way. I highly recommend First Impressions!

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.

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.

We purchased, what I thought would be a good quality security screen door for our front door last year from First Impression Security Door. Within six months, I noticed a light color on the mesh screen of the door in some areas but did not know what it was. Upon further inspection, I noticed that the screen had rusting in some places but it wasn't much at the time so I left it alone. A couple of months later I noticed the rusting was getting worse and spreading. The coloring of the screen was changing to a lighter color than the rest of the door and the rust was spreading to more areas.

Since this screen is on the front door of the house and it is the "first impression" I called the customer service and got Natalie C[redacted] on the phone. She seemed to understand what the problem was and asked me to send photos. That night I sent three photos of the screen to her email address. This was on April 12, 2016. I did not hear back from her for a few days so I waited. After not getting a response from her after two weeks, I called back on April 21, 2016 and someone else in the office said she wasn't available but she would leave Natalie a note to let her know I called. Another two weeks passed without a response from Natalie again, so on May 3, 2016 I called again. I was able to reach Natalie at this time. I mentioned that I sent the pictures she requested and she claimed she didn't get the emails I sent. She then checked her emails again and apparently the emails were actually there this time. She began to say that she spoke to someone about the screen (I believe she said it was the owner) and that person said we were watering the screen. Why in the world would we be watering our screen? Funny, first she said she couldn't find the emails then she said she spoke to someone about them and they claimed we watered our screens. Doesn't sound very honest to me since she first claimed she hadn't seen the emails with the photos in the first place. I told her that it does rain in California and the screens get wet from the rain. I told her that the screens are supposed to be powder coated and if so, why were they starting to rust six months after we purchased them. And we spent a lot of money on the screens and if I wanted cheap screens I would have gone to [redacted]. She said during powder-coating it is not possible for the sprayers to get in the areas where the screen holes are. And that the screens are not under warranty and that I should have been wiping the screens down after it rains and applying [redacted] on them. I never received any kind of care instructions from the sales person I worked with and no one should have to take those ridiculous steps every time it rains! She then said that I would have to pay an additional $200+ to get them replaced. After telling her that was not an option she mentioned that I could go to [redacted] and purchase spray paint by [redacted] to spray over the rusted areas. Really?!! I asked her to send me a sample of the paint that was used for our door to see how that would look, and of course it is now June 3rd a month since the call with no paint being sent from her.

I never received any instructions on caring for the door or any warranty documents from the company whatsoever. Their site mentions, "First Impression's Ironclad Warranty and Care Protection Plan is included with every purchase and provides a lifetime structural and installation warranty to ensure years of enjoyment for your investment." Seems the "ironclad" warranty applies to them and not the customer. The doors look great but are only good if the door is covered and not exposed to normal outside elements. Basically these exterior screen doors are only good for show if protected from the elements.

Poor customer service and poor product.

Our Customer Care department has spoken to the customer and explained that she ordered her door off a reference picture, and she was under the impression she was ordering the exact door. After discussing this, she agreed to keep the door so we presume this should be closed as solved.

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] G[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. 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 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 Security Doors installed a beautiful security door at our house the quality of material and design was superior to the other competing companies. I would strongly recommend this company to my neighbors and friends.

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.

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.

The salesman who first contacted me was a super salesman! I was sold. The installation technician was terrific. The door was installed with no problems whatsoever. The door, itself, is great--ever so much more impressive than the other security doors in my home. The quality is outstanding. I cannot say enough good things about this company.

My husband and I needed a backyard pool gate before the arrival of our son. We contacted First Impression Security Doors, Inc. for an estimate for a few reasons... One, we needed a custom gate due to the unique area of the pool in our yard and secondly we wanted something made of steel that would actually hold up to outdoor elements -like the brutal Arizona heat and monsoon seasons we have in the valley. We worried a gate would be an eyesore in our yard but it looked amazing and we are very happy with the final product!! We are still able to enjoy our backyard AND keep our little guy safe from the pool with a steel made quality gate. Also, as a veteran myself, I was happy to support a veteran owned company and products made in the U.S.A. Highly recommend!

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.

[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 this resolution satisfactory.First Impressions Security Door did have Rich complete all repairs ... the appearance and function of the door is better than when originally installed!Regards,

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.

From the start from sales call and estimate was a great experience. Both installers were highly professional and friendly- these guys went the extra mile to make the customer happy. I will refer others to this company because from appointment scheduling to install this is an excellent company. [redacted] Phoenix

I am so glad I purchased security doors from First Impression for my house and my daughters house where my grandkids live, they are not located in the best neighborhood. It was important to get doors that not only looked great but were installed properly and were made of superior quality compared to something I could have gotten at one of the big box stores. From the beginning to the time the installs were complete they kept me informed and did everything they said they would do. The installer even called me back later in the day to tell me of a problem he was aware of that I hadn't even noticed. He returned that evening to make sure it was corrected and that everything was perfect. The best part is now we feel very secure with these doors because we know without a doubt they are quality doors installed properly! Thanks to everyone at First Impression for your team approach and product!