First Impression Security Doors, Inc.

I purchased an iron gate and railing for the front porch . The gate was very heavy duty. The scrolls on the kick plate were great. This is a solid, secure gate. The color of the gate turned out perfect with the other furniture that is on the porch. I could be more pleased with this product and company.

Very professional and very well done craftsmanship. We are very pleased with the installer..Very HOT that day but he kept working and we kept him in Ice Water. The work on making our custom doors was outstanding craftsmanship. Would highly recommend this business to anyone..JOB well done Thank-You

Has used this company for several jobs and their service and product are always excellent.

I recently purchased a front entry security door from First Impressions at the Tucson showroom. All aspects, including the specifics of design, cost and installation, were handled professionally and in a timely manner. [redacted] in the Tucson office is extremely competent and guided us through the process. [redacted] is a first class finished workman who was polite and punctual. I highly recommend First Impressions to neighbors and friends.

Review: First install , Door manufactured incorrect , could not install informed 7 days to correct, Poor customer service at that time. SECOND attempt door missing part most of it installed , I was told the missing part would be shipped to me , this was over a month ago and still no part form them , I called them again but I really dont think anything will happen.This company should be fined for saying we care about Quality and customers but really suck at it .Desired Settlement: mail the part to me as you said.

Business

Response:

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.

Consumer

Response:

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.

Business

Response:

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[redacted]

These are beautifully designed doors that will provide true security. After looking at other manufacturers, we recognized the quality. The pricing includes everything; lockset,keying to match your existing locks, installation. The door was installed as scheduled. Everyone was very professional and helpful.

First Impressions provided a great experience from the initial sales call to the installation. Both of the gentlemen involved were knowledgeable, on time and courteous. All my needs were met and I love the new security door. It looks great and is really sturdy and functional.

We wanted a security door that would also provide air flow. While it is too warm to use it now, we look forward to a few cool mornings before fall. Our salesman [redacted] was courteous, professional and extremely honest. We were given a quote at their sales office, that we would have paid, but he let us know about a sale on the door we selected. We were very impressed! We were told the door would be installed in a month but just over 2 weeks it was installed . Our installer [redacted] was friendly and professional. We are very happy with First Impressions!

Excellent product, service and installation This is the third time that we have used First Impressions and we have never been disappointed. Great Company!

I have worked with First Impression Security Doors to purchase two beautiful custom iron security doors. We were so impressed with the great quality of the products. Also, our entire experience was very pleasant - from the sales person to the installation - everyone was so pleasant. I would highly recommend this company for any security doors, iron gates, or other custom iron products.

IT IS SO REFRESHING TO FIND A COMPANY THAT PRIDES THEMSELVES IN CUSTOMER SERVICE AND SATISFACTION. WE HAD PROBLEMS WITH THE LOCK 10 MONTHS AFTER THE DOOR WAS INSTALLED. THEY WERE SO CONCERNED AND IMMEDIATELY FIXED THE PROBLEM WITH NO HASSLE.

Review: Called First Impressions for service on security door. It was not latching properly, and hinges were squeaking badly. Call taker suggested using WD-40. I agreed that would probably fix the squeak, but wouldn't correct the latching problem. A service call was scheduled. The service tech, [redacted], came as scheduled. I explained the problem. He looked at the door and asked if it ever did latch, or lock properly? We said it has never locked properly, and probably didn't latch either. We always opened the door, turning the handle, assuming it was latched. He took one look at the strike plate, and said it couldn't have latched properly, because the latch and strike plate weren't even lined up correctly during the installation. I then shared a story with [redacted] regarding the original installation. The first installer was a new employee, and had considerable difficulty with the install. He didn't complete the job the first day due to darkness. The next day, a different installer came out, looked at the work done by the first installer, and said it was installed incorrectly. He then took it apart, and reinstalled the door. Fast forward to current problem. [redacted] said it was definitely an improper install issue. I asked about the lifetime warranty on the installation. He said it should be covered. He called his office from my house, and spent at least 15 minutes on the phone explaining the issue to his supervisor, [redacted] agreed with [redacted], but had to refer it to the Service Dept. They came back and said it wasn't covered, and to get $85.00 for a service call. [redacted] was very apologetic, said he didn't feel I should be charged for repairing an improperly installed door. I reluctantly paid the $85.00, and wrote a complaint on the comment form that I signed, saying I was unsatisfied with the service charge. I appreciate [redacted]'s honesty, in explaining to me this was their problem, and they should fix it, NO CHARGE.Desired Settlement: I shouldn't have been charged $85.00 for service charge that was a result of an improper installation. The security door comes with a lifetime warranty on the installation. I would like a refund check in the amount of $85.00.

Business

Response:

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.

I had my security door installed by First Impression about 3 years ago. I recently had an issue with my door being damaged by a servie person who was coming to install my new washer and dryer. I was very upset, as I paid a premium for a very elegant security/screen door for my home. I called First Impression's service department, and luckily reached their service manager [redacted]. I was expecting to hear how they had no liability in this matter, and would have to incur a hefty fee to return my door to it's original condition. BOY WAS I WRONG.. [redacted] took care of me like I was part of the family. There were some costs involved, but I never fealt for a second like he was trying to make an extra buck off of me. Thank you so much [redacted], you are blast from the past. When service meant something.

We had less than a desirable experience with First Impression Security Doors, Inc. Specifically, we took issue with the work crew and [redacted], the owner's son. First, let me say that my husband knows construction. He was present at the first installation and determined that the steel frame constructed for the door did not fit the actual door that was made, and should never have left the factory. It was obviously not fitted correctly at the factory. This caused the crew to need to grind down parts of the door and go through the powder coating, thus breaking the baked on powder coat seal. At completion there were major issues, i.e., uneven spacing around the door,unevenness at the threshold, and major sticking upon opening and closing of the door, amongst other problems. It was just never going to be correct as it was. The installer of the door was pleasant but was less than quality-oriented. We had strongly requested that their "best" installers install the door because of my husband's knowledge of a quality installation. The installer of the door (we had a gate as well) had only been with the company a very short time. Needless to say, we were very disappointed and contacted [redacted]. He sent out his QA crew promptly, who saw the problems and relayed them back to [redacted] with pictures. My husband saw and felt that nothing short of a new door was going to correct the problems and be what we paid for. We requested a new frame and new door be made.

[redacted] fought hard against redoing the door for obvious reasons, and it was an unpleasant battle, though [redacted] finally did consent to making a new door after some bitter debates. He assigned his best, [redacted], to install the new door. And, boy, did [redacted] do the job. He was friendly, courteous, and most importantly knew what he was doing. He went above and beyond. We were very pleased with the second door, but why did there have to be a second one and all the headache! First Impressions could have avoided the HUGE headache it caused everybody by just listening and extrapolating the fact that we would know a good job from a bad job and to send, as we asked, their best crew. However, any crew would have had a problem getting this "round peg into a square hole," kind of door. Thank you so much, [redacted]. You were great.

We had to spend time from our jobs to watch the original crew, and had to make a trip down to okay the second door per [redacted]'s request. He knew the problems, and it seemed absurd that we would have to take our time. He should know what a quality door should be.

Bottom line, the first impression on the first door would not have been good.

If you want to use First Impression Security Doors, make sure [redacted] oversees the installation, otherwise watch them like a hawk or go elsewhere.

The Service was great. They also worked with us when we had to get approval from our HOA and thought there would be a delay because we had to wait. There was no delay and they installed the door on the same scheduled day and the door looks great and works nice thank you guys

I'm so happy with the new security door! It's absolutely beautiful and adds value to the house. And, it's so nice to be able to open the door and get some fresh air while still feeling secure.

They did a great job - would recommend them to anyone.

Review: I am posting this warning because I feel it is a safety issue and problem was not ever taken care of. Even after pleading with my sales rep and two managers to resolve our security concern, as well as providing them with a simple solution, they were unwilling to commit to anything.

Situation:

FRIDAY..... A First Impressions tech came out to install our 2nd security door. My husband brought him a key as he was apologizing for damaging our door and wood frame. After a while, he proceeded to come to the front door and ask for another key to set the door lock. My husband gave him the second key - stating he had already given him a key - and asked him to check his pockets and belongings to find the first key. We confronted him and wrote on his paperwork the key was missing( we did not get a copy & were sent an e-mail requesting our survey- did he turn it in?) We saw him looking in his truck for the key and he never denied that he did not receive it.

We live in a new community with a lot of workers and extra traffic. There has been theft previosly reported in the area. It would be possible for someone to easily be walking by, see the key on the ground, and pick it up if the tech dropped it in front of our home. The key not only opens the security doors, but, every other door to the house and garage. This could potentially give someone complete access to sneak in and either steal our belongings or do a violent crime. YOU CAN NEVER BE TOO CAREFUL!

I immediately called the office as he was leaving and stated that the tech lost one of our keys thinking they would sense my extreme urgency to get this resolved. They said they would get back to me.

SATURDAY..... First Impressions called and said they would need to contact the tech and get a manager involved. They said someone would call me on Monday.

MONDAY..... Fist Impressions left a message on my home phone - not my cell, as requested. My husband called and had to contact them after he got home from work. I called my sales rep saying how concerned I was that no one was responding to my issue. Then, after 5:30 pm a manager called my cell phone saying that they contacted the tech and he denied getting a second key. They wanted my husband to call him and work it out. It turned into a battle of who was right, instead of just fixing the situation. They again said they were working on it. And finally after that, another manager called me angry because I kept calling and felt like no one was responding to me. They promised to call Tuesday morning.

TUESDAY..... No Call / nothing

WEDNESDAY.... No Call / nothing

RESOLUTION..... I realized they were not going to call back. After 5 uncooperative frustrating days, I finally resolved the issue myself. My husband is out of town and I am scared of going into my own home alone. I decided to do what I asked First Impressions to do to resolve the issue on Monday.

A trip to Home Depot to purchase a key set called kwikset. Then resetting the locks. Let me tell you how angry I am! It took 5 minutes to reset 8 separate locks (of course the security doors are not changed - keyed the same as the missing key)

I mentioned we had kwikset locks on Monday after they asked me what my solution would be. That did not go any further. They stated their installers are not locksmiths and they trust their installers.

THOUGHTS..... They did not seem at all concerned for my family's safety and security. This company is good if you have no issues. But again beware. If something goes awry, you might not appreciate the lack of support you get from First Impressions. And be prepared to handle the situation yourself. They put me under an extreme amount of stress and worry that was completely unnecessary. I could not believe they feel customer satisfaction is there #1 priority after this experience.Desired Settlement: As they put it to me...what do you think is a fair resolution?

Over $2400.00 on doors, took 3 days off- 2 for 2 install days and 1 to track down,buy, and secure our home with new keys, all the time, stress and worry, pleading with your staff. And, I want an apology for all my trouble too. Where can you feel safe if you don't feel secure at home?

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.

The sales and installation people were knowledgeable & courteous, a top rate experience. They are heads above the competition, we had several quotes from other local companies for this job. I highly recommend them, and the product is beautiful an well made too.

Great job! thorough and organized!