First Impression Security Doors, Inc.

First Impressions Security Door's Customer Service Representative, Natalie, reached out to me.   After...

several conversations with her, they have agreed to replace the side light on my security door at no cost to me.   I look forward to having this behind us.  

Regards,

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.

Wonderful company to use. Great people and great products.

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 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 is a top rate company. We have used them before & the our daughter & son-in-law got doors.

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.

First Impression was the best to work with from the initial process, to the final installation!

On August 29, 2016, First Impressions installed a beautiful security door on my home. It is very well made and enhances the front of the house. The salesman, scheduler and installer all were very professional and helpful, answering all my questions. They were prompt and efficient. Overall, I am very happy with my purchase.

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,

First Impression Security Doors has earned our industry

leading reputation over the past 20 years by consistently providing the highest

quality products and award winning customer satisfaction, including maintaining

an A+ rated accredited membership with the Better Business...

Bureau.  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. We understand Ms. [redacted] is not happy with her experience. Currently

her balance due with First Impression is $1748.36, which is 50% of the total project

price. The railing portion of the project has been manufactured but has yet to

be installed. First Impression will absorb this loss, will not install the

railing and credit Ms. [redacted]’s account the total railing portion of this

project equaling $748. The gates portion of the project has been completed, Ms.

[redacted] is essentially asking for an additional $1000 credit off the price of

the gates in addition to the discount she already received on the initial sale.

First Impression will meet Ms. [redacted] half way on her request and credit her

account $500 once the remaining balance due of $500.36 has been received by

First Impression. We agree to provide this additional credit since Ms.

[redacted] is not happy with her experience and First Impression fell short of

meeting our industry leading standards. In summary, Ms. [redacted]’s balance due

is currently $1748.36 - $748 credit railing project price - $500 credit gate

project upon receiving balance due = $500.36 balance due to First Impression.

Ms. [redacted] will need to contact First Impression at 800-731-1104 and press option

#4 for our Installation Department to submit balance due payment.

From the initial discussion, to the purchase, to the installation, everyone was great to work with. The finished product is just as ordered and looks fantastic. I am happy with our purchase and would recommend them.

I would like to compliment First Impression Security Door Company for both the beautiful quality of their product and also for the integrity of their installer craftsman, [redacted]., who worked non-stop for several hours and presented us with 2 PERFECT installed doors.
The sales order / measure appointment was quick and easy, even though there were hundreds of color choices! They took a 50% deposit at order and the final payment after installation approval.
The manufacture was FAST, and the install was flawless. I would recommend First Impression to family and friends. I am 100% satisfied customer!

Review: I purchased a front door and gate from First Impressions Security Door (FISD). I coordinated an installation day with FISD per the Contract. Installation work remains unfinished and improper a week later, and to date evidently uncorrectable by FISD. I've attempted to have FISD complete the front door installations with two subsequent installation visits this past week, and still, after three appointments, the front door is not completely installed; the front door remains without a complete threshold and is messily sealed.

Further, today I found a sheared off bolt head on the gate installation and the front door lock failed/jammed in the open/unlocked position. I've already written an e-mail, about the incomplete front door, to our Sales person, Paula M[redacted], who replied "I wanted to respond to your email below to let you know that I am going to forward your email to the owner of the company, so that they are aware of what occurred and can work with installation to resolve any outstanding issues. The company does not like to have unresolved issues, so I trust that they will get any remaining issues taken care of shortly." FISD coordinated another installer today (3rd attempt to complete the door installation), but the installer (Frank) stated another person was to complete the threshold.

During each of the three installation appointments the FISD installers stated 'another installer will need to finish the remaining work'.Desired Settlement: I request that FISD hire/contract an independent competent door installer that can 1) complete the threshold installation with the part that was removed from the premises by the first FISD installer, 2) repair the front door lock and 3) remove the sheared bolt from the gate installation and replace with a same design bolt.

The installer needs to have the authority to execute all remaining work and repairs, something the FISD installers have told us three times they cannot do.

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. 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.

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 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,

On September 17, 2014, we ordered a new security door for our back pati from First Impressions.

On October 20, 2014, we had the new door installed by two of their employees. The whole installation was very unprofessional.here is a list of our negative experiences with this company, who we will not refer to any of our family or friends.

1) one installer arrived to our house late.

2) both dressed sloppy and portrayed an unprofessional look.

3) both men arrived in unmarked vehicles, one car and one truck. Personal vehicles? It looked like it.

4) The appointment was set for 8am start time. They started by 8:30. It was very disturbing and uncomfortable for us that by 10:30, they had asked to use our bathroom 5, yes 5, times!

They used the bathroom 2 more times before we locked the doors to keep them from creeping into our kitchen unexpectedly. Also, we had to clean our bathroom before using it, since they left toilet paper on the seats, left the seats up, left crap in the toilet, and left our hand towel filthy dirty.

5) my wife called me from home to say, "I don't like these guys that are working on our door. They make me feel very uncomfortable and violated. One guy is standing up against the couch and casing out your video equipment, and is constantly staring at me through the windows. We felt they were using the restroom so many times, so they could see everything in our hone valuable enough to come back and steal, knowing exactly where everything is located.

Our hearts were racing, and we could not wait for the moment they would finally leave. The minute they left, my wife filed a complaint with two employees. It was said my wife would receive a return phone call, but never did..

5) Also, the total lack of respect towards my family and our property was the fact that they were SMOKING on the job, in my front yard and back yard. We found, and threw away their filthy disgusting cigarette butts that they left on our pool deck, driveway, and on top of our electrical breaker panel. I and my family members do not smoke. This is our home. Where is the professionalism and respect???

We are appalled by this

6) My wife placed another phone call on Thursday, since nobody called her back since she called in on Monday.

After nobody responded by Friday, I asked my wife for their phone #, so I could call. I spoke to two supervisors, and voiced my concerns.

Neither one asked to compensate us in any way outside of offering to re-key our lock, and clean our bathroom. We had already done this.

One supervisor said he hopes We don't judge their service based on our experience because they don't do business that way. Really? This IS how you do business, so how should we judge our experience with this company?

Thanks for listening but not offering to make it better.

This is not the service we expected, or paid for. Had we known this was going to be what we paid for, we would not have used this company to replace our back door.

Disappointed, especially for the lack of concern once we addressed the issues with the supervisors in charge.

Based on our experience, this company gives contractors a bad name.

HAVE HAD 3 SECURITY DOORS AND A PATIO GATE INSTALLED BY FIRST IMPRESSION. QUALITY AND WORKMANSHIP EXCELLENT AND INSTALLATION TIMELY. INSTALLATION REPRESENTATIVES HAVE ALWAYS BEEN PROFESSIONAL AND PLEASANT. AN AREA OF CONCERN AROSE AND WAS ADDRESSED IMMEDIATELY. WE ARE IN NORTHERN ARIZONA, ATTENTION TO OUR NEEDS HAS ALWAYS BEEN EXCELLENT

Excellent experience from beginning to end. Great sales, installation and service. Very pleased in all respects.

I purchased an entry door from First Impression Security Doors a month ago. From start to finish, they delivered! The sales representative was able to meet on a Saturday, and was very professional. He answered all of my questions, and was prepared with samples of colors and finishes. It was ready before the time expected, and received a phone call to schedule the instal, and the woman on the phone was very professional and friendly. The installer called a half an hour before arriving, as promised, and was efficient and also professional. I could tell he was a hard worker who cared about doing a good job. I would recommend this company to family and friends, they are first rate.

First Impression has beautiful products and a nice procedure. You always know what is happening next, they deliver what they promise, staff is courteous and prompt, and I enjoyed the experience. Most of all, I love my door. It's gorgeous and I get nothing but compliments!!! Thank you!