First Impression Security Doors, Inc.

Very nice looking door, well built the installation went smooth. Very pleased.

Review: When our door was installed on 3/21, it was installed with a schlage lock. I told Nick K[redacted], our sales person, on 1/4/16 that we would need a kwikset lock. I let Nick know on 3/21 that the error was made. He

recommended that we contact the service department. We called the service department on 3/22 and have never received a call back. I requested help from Nick again 3/29 and his solution was to send an email. I called the service and sales departments on 3/31 and could find no live person to talk to get resolution or even an appointment to get our lock fixed. But they promised to send emails to the Director of Customer Care.

I am at a loss at how easy it is to talk to someone at First Impressions when you want to buy a door and how difficult it is to get someone's attention when the installation is complete.

It has been 11 days since our installation and I still have not been able to get anyone at First Impressions to address the issue.Desired Settlement: Send a technician to with a Kwikset compatible lock in brushed nickle finish and replace the schlage lock that was initially installed.

Business

Response:

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.

Review: Our gate was installed roughly a year and a half ago, with a two year warranty. In this time, we have used the gate in a typical manner. This includes shutting the gate, opening the gate, and propping the gate open so that cars can be driven through it.

The original gate design has no method to inherently prop the gate open, so we've used concrete blocks for that purpose. Those gates are very heavy, so those haven't always been sufficient to keep it fully open.

After a year and a half of this, the gate no longer closes. One side is out of plumb and is notably warped/twisted.

This requires that the gate be fixed and then upgraded so that it is day-to-day usable (easier to close; easier to open; easier to prop it open and keep it propped open). We consider the lack of those upgrades a part of a deficient original design BUT are willing to meeting First Impressions half way on this.

That is, we will pay for the needed upgrades, but we expect First Impressions to honor their warranty to fix the gate in the first place.

First Impressions has refused to honor their warranty and instead claims that using the gate as described somehow invalidates the warranty. It is unclear how using a gate how gates are supposed to be used is in violation of a gate's warranty.Desired Settlement: I simply want First Impressions to honor their warranty and fix the gate one final time.

Business

Response:

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.

Consumer

Response:

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,

Business

Response:

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.

Our daughter had purchased doors from First Impression. We liked them and later we purchased some for our home. Everyone was nice and the product was what we wanted. The installer did a real good job. We were pleased with the whole experience.

knowledgeable sales rep, efficient door installation, vast selection of doors/accessories, price was acceptable, good web site

Review: First Impression Security Doors, Inc Having purchased a security door from First Impression Security in the past with no issues, My husband & I chose to use them again. On August 1, 2013 I had a salesman from come to my home. I knew what design door I wanted installed and showed the salesman. The salesman was nice, but he was very quick to get the sale. He did not take the time to tell me about, let alone show me the options that came with the chosen door. The security door that we purchased from them in the past was right next door (since we now own the neighboring home). My husband & I took the salesman next door to see it. And we stated that we wanted that exact type of door. We then went back inside and the salesman took out a sales order form and started circling the security door details. It would be three weeks before installation. He then had me sign the contract and he was on his way.

When the guy came to install the door, he said, I am going to bring the door up to your front door so you can see if it is the right door. When he brought it up, I looked at the design and said yes that is the design I chose. He then started installing the door. During this time, My husband came home and I had to leave to run an errands. When he got done, he asked my husband to sign the completion receipt.

When I returned home and noticed the type of lock that was on the door, I immediately contacted the company to let them know that this was not the type of lock I wanted. I wanted the type that was on my old house that I showed the salesman when he came. Not to mention, the salesman also circled the double deadbolt, which I did not ask for nor did he explain what that was! I was told by the lady on the phone that nothing could be done about it. She kept saying that I had a slime line lock. I said “what the heck is slim line?”, since the salesman never mentioned it or discussed any options. The lady on the phone said “it’s the type of lock that was installed on your door”. This is not the lock I wanted. I told her over and over that I can’t see this tiny little key hole and its day time! I can’t image trying to get out in an emergency in the dark! She then transferred me to another lady who told me the same thing; there is nothing that can be done. I quickly looked on their website and said I wanted the classic lock. That is the lock that was on the previous door we had purchased at the home next door, which is a much bigger design and much easier to see. I let her know that I was very dissatisfied with this type of lock and wanted the classic lock installed. She said they would discuss it in a meeting in the morning and let me know the next day. When she called the next day, she told me that if I wanted the classic lock, it would cost me $325 and they would have to cut into the design of my door. This door cost me $2,000 and I did not want the design ruined! Or she said we could put a thumb turn lock on the inside of the door. BOTH were not an option I care to have. I am furious that this company is not willing to install a new door with the design and classic lock. The bottom line is I CANNOT see this tiny keyhole! And I worry about the safety of my family in an emergency. These slim line locks should be illegal for business like First Impression Security inc. to sell.Desired Settlement: A new door with my design choice with the classic lock that I wanted with NO cost to me at all.

Business

Response:

Management within First Impression Security Doors was immediately notified upon receipt of this Revdex.com complaint. We are in the process of communicating with our client in an attempt to meet their desired resolution. First Impression has built our industry leading reputation on total customer satisfaction since 1995 and has maintained an A+ rating with the Revdex.com since becoming an accredited member in 2002. We take all customer complaints very seriously and are attempting to resolve this issue with urgency.

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 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,

I paid for 2 security doors & 13 Window sunscreen! 1.The color of the security doors was painted different from what we picked!2. Sales man Kurt A[redacted] came by our house & showed me the sample colors! We chose one that was very close to our exterior color of our house! We didn't sign the contract same day we had to get a few more estimates! When we decided to go with first impression doors & chose the color silver texture! kurt told my to stop by showroom to sign a contract! When I got there Kurt was helping customers by the time they left the showroom it was 5 minutes before closing 5:00pm!& Kurt told me he has an appointment at 5:45 pm! He wrote up the contract very quickly & he was rushing me to close! Kurt mixed up my door color with the customers he was helping before closing! When they came & installed the 2 doors front & back patio I wasn't home! When I got home I saw the color was brown & not silver! This was 04-17-16! I have been trying since 04-17-16 to have them change the door color because the sales man wrote in wrong color & we didn't choose that color & it doesn't match our exterior color of our house! & I told customer service Natalie C[redacted] that I would write Revdex.com! Then the next day the owner Tim C[redacted] called me & told me if you drop Revdex.com complaint I will take care of it for you! I asked Tim how do I know if I drop the complaint you would keep your word? He responded you are going to have take my word for it & Trust me! Next day I called Revdex.com & dropped the complaint! To my surprise Tim reneged on his word! Then I called Revdex.com & reopened the complaint! as far as window screens were given 4/25/16 installation date, but a lady from service named Michelle called me on same day of installation & told me I apologize the installer won't make today! I asked her I have made this appointment 5 weeks ago why isn't he coming? Michelle told me some one at service made a switch & the other guy doesn't install sunscreens! I asked her when can he come to install? She told me tomorrow 04/26/16 between 3-5 pm! The installer called me at 2:00 pm on 04/26/16 told me mr. [redacted] I'm sorry but I lost your window measurement & I need to come to your house to take measurement again! I asked him your kidding right? He told me no I'm not I'm sorry! I told him I have had enough of this go back & tell your boss to give me credit back on my credit card! I have not gotten any credit back since then & I'm disputing the $3000 charges with my credit card bank! Take my advice if you go with this company & you have a problem with your order & you will! file a complaint with Revdex.com DO NOT FALL FOR THE TRICK IF THEY TELL YOU DROP THE COMPLAINT THEN WE WILL HELP YOU! DON'T DO IT! I FELL FOR THEIR TRICK,BUT DON'T BE A VICTIM TOO! DON'T TAKE THEIR WORD FOR IT UNTILL THEY FIX THE PROBLEM!

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.

I cannot complain about the service because we never got that far, but we're certainly not impressed with this company.

Apparently First Impression is not interested in following up with their potential customers. We were in the market for a security gate for our home and a representative came out to give us a quote. After meeting him and seeing some examples he sent to us, we decided we wanted to work with him on a design, but our emails were not returned. We even visited the showroom and gave our name there; not one person followed up with us. I guess they didn't need our business.

Pretty bad First Impression I would say.

I have had both an excellent experience and a not so wonderful experience with First Impression. To their credit, after I made the company aware of my dissatisfaction, they did fix the problem in a very timely manner (within a week). I had a security screen door installed at my front door in November, 2012. That experience was excellent. The large number of designs available gave me the opportunity to install a door that was very pleasing design wise, one that did not even remotely suggest the "jail cell" look that had me avoiding security screen doors for years. The sales rep was very professional and helpful during the in-home appointment. He worked out a schedule with me since I had to get HOA approval before the door could be installed. The actual installation at my home took a tad longer than I expected (most of the afternoon) but this step also seemed to be fine. For the next 10 months I was very happy with the door and how it enhanced the appearance of my home. Then one day I noticed the screen at the bottom of the door was buckling outwardly. Since this was the first security screen door I'd ever owned, I wondered if this was due to the extreme heat here in the Phoenix, AZ metro area in the summer. I called the company's service department, basically with the intent of finding out if the screen would become taut again with cooler weather and, if not, whether I could do some DIY adjustment and how. Service asked me to send some photos. It was only when I was taking the photos that I noticed the very bottom metal cross-piece holding in the screen was bent in an upside down vee. I had to crouch down to ground level to see it. Upon receiving the photos, the service rep said with 1,000% certainty that this was not a warranty covered problem, that the door had been damaged. I was extremely puzzled and not at all happy with his assessment, especially since I did not initially contact them with a warranty issue. I even reviewed my entire appointments calendar since the door was installed and could find no visit by family, friends, or contractors that would have damaged the door. No small children nor pets in my home either. I also felt the service rep could have been a lot more helpful since I had to initiate a lot of questions to learn about alternatives, such as paying myself for a replacement part, whether it could be shipped, etc. I then wrote a very long and detailed email to the company describing what happened and the nature of my dissatisfaction. Within about 2 hours their service manager called me. He offered to replace that entire section of the door at no expense to me. The appointment was scheduled for exactly one week later. The installation was done yesterday and the technician even tweaked a couple of other minor issues. I have decided to put my comments under the Neutral category because: 1) it would not be totally honest to say that absolutely everything was wonderful, obviously there was a problem that was not initially handled well by the service rep 2) to their credit, First Impression did immediately take care of the problem very expeditiously at no cost to me once I had communicated my dissatisfaction 3) I have been extremely satisfied with the appearance of the door and how it enhances the value of my home. I WOULD recommend First Impression but I would also feel obligated to inform friends of the totality of my experience. No company is 100% perfect; how they follow up when informed of problems, even when First Impression and I as the customer were at totally opposite ends as to the source of the problem (post-installation damage vs. either fabrication or installation issue), says maybe much more about the company than a glowing review with everything just A-OK. It's nice to be lucky but it's also nice to get excellent post-installation service.

Love the door! Great quality and reasonable prices. Both our sales rep and installation rep were knowledgeable and very courteous. I highly recommend them.

The company was very helpful while we were choosing the design for our door. The installer was on time and did a very professional job.

Top of the Line Company

Good job. On time.

First Impressions was not the least expensive, but absolutely the best choice. Their product and service was excellent and will last at my home for years to come.

Review: On October 26, 2012, I received a quote to have an iron fence and gate installed in my backyard to keep my dog from pulling the drip system from our trees. When the quote came back at $1374.66, my husband and I decided to wait, we put chicken wire around our trees and plants. On March 8, 2013, we went to the “Home Show, Booth #’s 407 & 409”. The promotion was, “10% OFF Any Door or Gate, plus place a $50.00 deposit and receive $50.00 additional.” I scheduled an appointment for March 18, 2014. At this time we also wanted a security gate for the front entrance to our home. I told the scheduler, “I already had an estimate for a back gate”. He said, “Great! You will get 10% off that too”. On March 18th, [redacted] came over and measured my front entrance and re-measured my back. I don’t know how we moved more into doors, than front gates, but he convinced me that a security door would be good because I could also keep my front door open during some cool evenings. I showed him my previous estimate for the back gate and he told me, “The sales person was new, and my estimate was incorrect”. My charge for the Security door, and the back gate with fence, (same items from estimate 10/26/12), was $3318 minus a $600 discount, but he was now charging me $300 more from my first estimate. My total including tax was $2855.80. The next day, March 19th, I called told them my husband did not want a door, he wanted a security gate, (He works nights and he felt the gate was further from the front door). [redacted] came over on a Saturday, March 31st, and wrote a new sales order. The new amount was now $4160 with an $832 discount. My total including taxes was $3496.73. I paid $1748.37, half down with my debit card. We were told it would take two to three weeks for installation. I had my first installation on April 18, 2014, at this time we took out all the chicken wire in our backyard. The installer had to CUT the foot pads for the gate because they were hanging over the patio, and rather than four bolts to the ground there are two bolts in each foot pad. He welded at my home so the foot pad edges are not smooth, and he painted the sides where he welded. The powder coat was peeling off the fence, so he was only able to install the back gate. The front gate was measured incorrectly and had to be taken back and the side posts had to be raised about three inches. Two days before Easter, I was having all my family over, and I only had a side gate installed. I spoke with Kirk, he said they would have the fence and the front gate done in a week. I asked for a discount for the inconvenience, and he said he could not because I already received a large discount. I told him I wanted my husband home and it was rescheduled for May 2, 2014. On May 1st, there was a message on my phone from “[redacted]” that the back fence was still peeling, and they had to rebuild the fence, therefore it could not be installed. I called and spoke with Installation and told him I had a different card that I would be using to pay the balance. He said, “We take final payment when the job is done”. I rescheduled for May 15, 2014. On May 14, I had a message from [redacted], that the fence had to be re-fabricated and the scrolls would be different, and it would be another two weeks. By this time, I am done. My dog has been pulling out our drip lines because we took down the chicken wire. I called back installation and left a message for them to come and pick up the gate. I also said, “Why has it taken two weeks for you to find out that the power coat it still not sticking?” On May 15, 2014 at 11:40 a.m., I called ###-###-####, option 3. The recording said, “Leave a message”. I called back and pressed option 6 for “Service”. I think the person’s name was “[redacted]”? I asked to speak to a Manager, she asked what this was regarding, I told her an installation problem. I gave her my name and my address, and other information about my problem. I told her I was a teacher and that I was calling during my lunch and that I only had half an hour. I was then transferred to “[redacted]”. I asked her title and she said, “Scheduler”. I told her I asked to speak to a Manager, she asked what the problem was, I told her, I just told the other girl, I don’t have time to tell everyone who picks up the phone who is not a Manager. I explained that I was calling during my lunch. She asked, “Do you have about 10 minutes”. At this time it is 11:45, I told her, “yes”. I am holding for a while thinking she is explaining to the Manager, relaying that I am upset. When the next person gets on the phone, it is “[redacted], the Senior Scheduler”. I am now upset. I tell her I asked to speak to a Manager. She then says, “What is the problem?” I am so mad because I told the person who took the call, I told the person who transferred the call to [redacted] and now [redacted] is asking. I tell [redacted] that I my problem is with an installation that has not been installed, and I want to speak to a Manager. She tells me there are 15 managers and she wants to know which one to direct me too. I told her, “I said this was an installation problem to each person that I spoke with!” I begin to tell her, “I told the first person, ([redacted]), she transferred me to [redacted], who is a scheduler, who put me on hold for a long time so I assumed she was telling the Manager, so why do I keep getting a SCHEDULER!” All this time, she is talking when I am taking. I finally tell her, ”If you would shut up and listen”. She hears me and says, “Ahh, I don’t have to stay on the phone and hear this, I can disconnect this call if you are going to talk to me that way”. By this time it is 12:00 p.m. and I had to pick up my students from lunch so I disconnected the call.

When I got home from work, I had a message from [redacted], in Service. He says, “I understand you just called and have a problem”. I have not called back because I am unable to resolve this issue. I would consider this a bad business deal, and poor quality product and service. I would like First Impression to consider this sale as PAID IN FULL; they don’t have to come to my house for anything.Desired Settlement: I would consider this a bad business deal, and poor quality product and service. I would like First Impression to consider this sale as PAID IN FULL; they don’t have to come to my house for anything.

Business

Response:

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 Revdex.com. 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.

Consumer

Response:

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,

Business

Response:

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.

They build and install an excellent product. A neighbor had a large gate installed and it was very nice so we gave them a call. Excellent! We plan on getting two more of their security doors. Every person we had contact with was very courteous and professional. The installer was very skilled and the finished product looked like the entrance to a mansion!

Great Company! I Love our new iron work . This company was a pleasure working with. Thank you.

Great experiance start to finish. I feel we have the nicest door in our neighborhood. It looks great and the security provides us such peace of mind. We love the air flow it gives too... wish we had done this years ago.

We love our new First Impression Security Doors! They greatly improve the apperance of our house. The installation was flawless and the doors operate perfectly. Highly recommend First Impression Security Doors!