Mark L.

04/12/2023 12:00:00 SA

Great bunch of talented staff and mechanical know-how.
A custom built my side gate two perfection. Paid attention to detail which made me very happy. I can tell you that if you're thinking about any kind of problem this is the company to go with if you like A1 work custom to what you want.
I would hire this company over and over on any project that I need to done. When you find perfection you stay with it.

Beth B.

01/10/2022 12:00:00 SA

Oh my gosh! I love my new security door from First Impression Ironworks! It was just installed today by Mark, who spent two hours making sure everything was perfect.

The quality is top notch and all of their doors are custom made in Gilbert. I ordered my door in late November, so be prepared for a wait for your door to be fabricated. It was worth the wait!

I found out about this company through a Val Pak coupon mailer. I got a discount for mentioning the coupon. Their prices are not cheap, but you get what you pay for!

Brad B.

1/13/2023

First Impressions ironworks has and will leave a longstanding great impression with me and all that see the work they've done. Aaron was Outstanding with the help of design and explaining all the added benefits of First impressions. My install was smooth as could be!! Anthony was a beast when it came to mounting my security door and gate. It took less than 2 hours. Amazing craftsmanship and all around experience.

Raymond I.

05/11/2022 12:00:00 SA

[email protected]
Customer service is poor. 3 consecutive weeks in a row installation was canceled the morning of installation after I had canceled several doctors appointments to accommodate their schedule. The final day of installation the tech didn't arrive, by himself, until 3:30 PM to install 3 doors. This was after coming to Mesa from the west valley. He was exhausted and my neighbors even gave him sandwiches. He didn't finish until approx 7:30 PM. FIRST Iron Works never apologized for my inconvenience.

Celia W.

2/15/2023

I LOVE my brand new Verona Front doors!!! They look amazing and I get so many compliments! Everyone at First Impressions that I spoke with was very helpful and knowledgeable and my designer Shaye was fabulous! Kudos to those who installed the doors--Hiram, Allen, Jorge and Marcellus! My doors were installed in 15 days! I highly recommend them!

D D.

1/27/2023

First impressions installed our front entryway door and two casita doors. The quality was excellent and the customer service was prompt to address any concerns we had. We've already recommended First Impressions to our friends and neighbors. They are all happy with the workmanship, as we we're.
Everything is made here in the USA. You can buy cheaper from the big name store, but you won't get the quality of workmanship like First Impressions. Do it right, the first time!

Mary T.

04/05/2023 12:00:00 SA

Don't use this company unless you are willing to deal with damage. And they don't cover it. My stucco had to be repaired, and I have damage to my tiles in my entryway. Can not recommend this company.

Cindy P.

6/29/2022

Had quite a large job done at our home by First Impression Ironworks and I can't say enough how professional everyone we worked with was. We had First Impressions fabricate and install a front security door, a front courtyard gate, and a decorative rail on the pony wall around our courtyard.

Josephine S. was our salesperson. She is extremely knowledgeable about her company and their products, and what could and could not be accomplished on our project. Josephine was also quite helpful to us in the design of our project, as I knew the basics of what I wanted, but when it came to the actual design/color/height of the rail and gate, she had quite the eye and made awesome suggestions. The completed design is beautiful.

Installation went off without a hitch and though I apologize for not remembering their names the installers were awesome, knowledgeable, hardworking and courteous.

Carla W.

10/19/2022

Very disappointed after 5 attempts to receive a return phone call.
The door was installed a month ago and there were a few issues that needed to be resolved. I have yet to receive a call back.
The receptionist doesn't even know who he works for... Unbelievable
This is the 2nd door I've purchased from them and it seems like when they receive the money, all lines of communication cease to exist. These doors are very expensive and my door looks like some random person installed it.
I will not be recommending #firstimpressionironworks to anyone.

C R.

05/01/2022 12:00:00 SA

Second time working with Gary on the purchase of another beautiful, handmade door by a company that truly cares about quality and their customers. Thank you First Impressions for another A+ experience!

Robert A.

10/19/2022

Not particularly impressed with some of the design elements of my door, 4 interior latches to latch the interior glass door (4 latches are necessary?). Plus the latches are unattractive...they look like something a handyman from a trailer park would install! You'd think they could come up with something a bit more sophisticated for a very expensive door. They don't have matching caulking, a concern for anyone with a door that's not a dark color. Frame of screen leaves a gap between the screen and door frame, this is purposeful to let water run off the glass and out the front of the door but it's a very cheap way to accomplish this function. Obvious corners where cut which compromise the aesthetics of the door in the interest of reducing their costs.

Tillie F.

03/06/2023 12:00:00 SA

I love my Security screened door. The doors are beautiful, and I can have outside fresh air whenever needed, The guys who installed the doors were very professional polite, on time, and did not leave any trash. I highly recommend First Impression Ironwork.

Wayne Z.

5/20/2022

Truly a most professional operation soup to nuts
The door is gorgeous and adds so much to the whole look. Use the best and forget about the rest hands down

Catherine H.

10/28/2022

After getting the runaround from a big chain home improvement store that wasted 6 months of our time, we decided to give First Impression a try. Not only were they $300 cheaper than the home improvement store, but they got the door built and installed in less than 3 weeks!! We absolutely love it.!

Anthony A.

1/27/2022

I have NOT had a good experience with First Impression Ironworks. My wife and I put down a deposit on a security door on November 8th 2021. We wanted to get a not in stock color for our steel security door. After several trips to the showroom to get the correct color that would match our home I asked to get my deposit back in writing to the Sales Manager on December 17 2021. That afternoon my salesperson called me and told me that he understood, I expected the funds to get refunded to my credit card before Christmas. I find that the funds have still not been refunded, and went back into the showroom to get movement on Monday January 24 2021. The salesperson in the office wrote an email to the Sales manager, I immediately left a voice mail. I still have not had any response and it is now January 27 2022. This company has not been responsive at all.

My neighbor ordered a security door on November 8th also. When the door arrived and was installed, the shop did not correctly fabricate the door and gave a partial refund.

I work in construction creating on site CAD drawings and have worked with many custom fabricators throughout Arizona and across the entire United States. In my opinion there are Fabricators that can do custom work or do a large Volume of work. It is rare to get both, This company seems to do volume and not be able to pay attention to details or in my experience deliver service after the initial sale.

Jeannie V.

11/21/2022

I love our new security door from First Impression Ironworks. It is so nice to enjoy the weather and feel secure at the same time. We also had new gates installed and they are fantastic. The quality is and design are number one! We couldn't be happier!

J S.

01/10/2023 12:00:00 SA

When we ordered with Dave everything was fine. He was eager to collect my down payment. Then when the installers came they did the best work however, there were scratches in the glass. They said oh just call customer service and they will take care of it. Jamie from customer service was the meanest and most disrespectful person I have ever met. She gave me an ultimatum while basically talking to me in her snooty tone. She said they would only repair it one time and if it wasn't good too bad! She then never answered or returned our calls. We called our project manager and he didn't help in anyway. I would never recommend this place to anyone. They do not know how to stand by their product.

S B.

03/10/2022 12:00:00 SA

I can't even tell you how pleased I am with the security door from First Impression Ironworks. The entire process from beginning to end was easy. Shaye H. was easy to work with to select the right door, color, screen type, extended frame, and handle. He walked me through what to expect and offered an excellent price for the product.
The door was ready earlier than expected. My appointment for install was scheduled right away. Gus, our installer, was clearly skilled. You can tell by the work he did. He was very nice and communicated what to expect through the whole install process and finished the job within the expected timeframe.
The door and frame looks gorgeous on our house and adds something special to our home. Now I can enjoy the nice weather and see my kids playing outside while enjoying the natural light. Thank you, First Impression, Shaye and Gus!

Carl H.

08/08/2022 12:00:00 SA

Excellent iron door and gate company. And even better, all steel/iron used in their products is American made. Excellent service after the installation too, plus lots of choices in designs. You won't be disappointed.

J C.

4/15/2021

This review was prompted by my personal experience and a fellow Yelpers experience. Their Lifetime Warranty is not a lifetime warranty. We bought a very expensive front door for our home from their Tucson location. The bottom of the door has worn out and base plate shifted. Door will no longer shut tight. Seeking a local service call but The Tucson location closed its doors. I called inquiring about a replacement of weather stripping and remount of base plate I was quoted 1. Service call 2. Parts 3. Labor totaling almost $200.00 for my lifetime warranty $1500.00 security door. When questioned about my warranty I received an uppity answer similar to other negative reviews. Service call or drive to the valley to pu needed parts! I redrilled the base plate and have to live w the rest. Obviously won't use again.

Steve R.

12/27/2022

First Impressions built and installed a pair of iron & glass doors for our main entry. They gave us dates and they were never late. The guys that did the demo of the old doors and install of the new doors were very professional and they did an outstanding job. They built a dust barrier to keep the dust from my house, cleaned everything, overall excellent job. We were quoted a price and that was what we paid, no excuses or upcharges. The doors that we bought were exactly what we asked for and matched the doors in their showroom and are high quality. My wife and I couldn't be happier.

Guy M.

06/12/2022 12:00:00 SA

Ordered a Security door for our garage. Door looked fantastic....Cost us about $2500 to install. Unfortunately, after the door was installed we noticed that the inside lock was a keyless deadbolt that anyone could access by pushing through the screen and simply turning the deadbolt. When we questioned this as to why the door couldn't be secured (after all it is supposed to be a security door), we were told for it to be secure we had to order a metal screen. So guess the lesson here is find someone who builds doors and knows the proper way to secure them (yes there are bars on the door) or simply go to Home Depot and buy a metal screen door for $800.

Amy B.

5/30/2022

It's the SECOND impression of First Impression Ironworks that is awful.
At first, they seemed attentive and professional. We ordered two large custom gates totally more than $8000 from them. After waiting months, they came out to install them and one was fabricated backwards and the other was installed incorrectly and rubs at the top and won't catch the latch at the bottom. We called them back immediate to let them know about the gate rubbing at top and gapped at the bottom and we're told that they would send someone to fix it. That didn't happen.
The misfabricated gate was delivered again for the second time several weeks later and couldn't be installed because the drop pin was welded on the wrong side. We showed the installation guy the other gate that was rubbing and not latching and he said he can't touch it because he didn't install it. ??
Then they finally called us back about the misfabricated gate we have been waiting forever on to be made correctly and the sales woman advises us that it will require another $800 for them to make the gate correctly!! We declined that ridiculous request and said we wanted to talk with someone in management to make this job right. The sales lady said she'll get back to us. And guess what... still no gate, no phone calls returned... no customer service.
On a side note, we had Affordable Gates make our 12' RV gate during all of this nonsense with First Impression. The guys at Affordable gates made us a beautiful, functional, and completely installed correctly 12' rolling RV gate! Their customer service and craftsmanship is spot on!! I wish I would have had them do the other two gates as well. Don't be swayed by First Impressions pretty pictures and empty promises. You will be disappointed. Take your hard earned money elsewhere where your business is appreciated and you'll be happy with the final product.

UPDATE:
Do not use this company!
Instead of returning my calls about completing the gate we ordered AS ORDERED they replied to this yelp review with some psychobabble about the changes we want to our order.
First Impression Ironworks, we want our gate AS ORDERED for the agreed upon price and we want our recently installed gate properly installed so it opens and closes properly. It is clear that customer satisfaction is not the priority at First Impression Ironworks. They only seem interested in advertising and attracting new customers, whom will soon find out too how little they matter after an order is placed.

Do your research. Read the reviews. We are not alone in our negative experience with First Impression Ironworks. Don't be their next victim. You deserve a quality product with good customer support for your hard earned money. This company offers neither.

UPDATE #2 June 23, 2022

Still no response from First Impression Ironworks so-called customer care department. I DO NOT RECOMMEND this company at ALL! Call their customer service number and you will find that they have 30+ administrative employees extensions to choose from! Do your homework and read all of the reviews of this company. It is my experience that all of their efforts are in garnering your business and 50% deposit but no interest in follow through for customer satisfaction beyond that. Go with a smaller, reputable owner operated company where your satisfaction drives their business. Affordable gates made my other gate in half the time, for less money, and made sure the job was done right. I wish I had had them make all three gates from the get go.

Harmony M.

12/07/2021 12:00:00 SA

We are very pleased with our First Impressions Ironworks screen door . It's beautiful , strong , and provides peace of mind security, and privacy . We love having the door open in the evening during the cooler months and not have to worry about bugs getting in . Shauwn was so helpful , patient and kind while working with us and helping us find our perfect door . Instal was great and done nicely . We are so pleased with this purchase and addition to our home. Thank you !

Renault C.

04/12/2022 12:00:00 SA

I got an estimate for a new front door on my brand new new build home. After looking at several doors I made a choice on the door and color. I put down half of the cost as a deposit $3800. After reading the contract, they will cause damage removing the old door and installing the new door and they do not fix the property back as it was before they came. So they cause damage and then expect the consumer who is paying close to 10k for a door to fix the remaining damage. After reviewing this with my warranty on my new build I cancelled the contract, all within less then 12 hours. I was assured this would be cancelled and my funds returned within 4-6 business days. It's now going on 2 weeks and my funds still aren't returned. People stay away!!! They will hold your money hostage!

Jackie V.

06/07/2022 12:00:00 SA

So where do I begin? Upon first request for a quote to final install and tweaks, every step of the way was a pleasant experience. I know! Not something you find often these days. Office staff were efficient in setting up appointments. Gentlemen that came out to give a quote and measure for our door and gate was helpful and informative. Tons of styles,colors, etc and he helped us through the process to our final selections. Delivery/install dates were accurate, which was much appreciated. Elon and his helper were extremely professional and provided quality installation service. At this point we thought we were done. Of course we were extremely happy with the product. We've had security doors in other houses in the past, but the supreme quality of 1st Impressions' door and gate was the best we've ever had! The final step was the final inspection which is a sign of a quality company. Kyle stopped by to take a look at the door and gate to make sure it was installed correctly and to answer any questions we might have. I told him our design on the gate left a gap just large enough for our small dog to escape. I had a iron piece that I was using for now, propping it up against the gate whenever the dog was out in the courtyard. It matched the gate perfectly. Kyle offered to retrofit the iron piece to fit the gate. A bit of cutting and two screws and it was a perfect solution. He did this right on the spot. Wow! That is truly beyond the normal expected customer service! Kyle, Elon, and all the support staff, THANK YOU! We love our new door and gate!

Fred R.

12/11/2022 12:00:00 SA

I already had purchased a front door from First Impressions ..i needed a front gate and some back pool fencing. They sent Derrick... who was Rude..Arrogant..couldnt be bothered..shot down every idea i had..this person has no business going on service calls. I had no such problem with other iron companies. I have a lot of Iron at my house as well. Didn't even want to consider anybody else from FI coming out after this. Re home this Person to diff. Duties. awful

Susanlynn M.

11/06/2021 12:00:00 SA

Superior service from our trip to the showroom, our in-home visit, and the amazing install for our custom created security door and gate. We are extremely pleased with our experience of hand crafted merchandise by First Impressions Ironworks.

Jim S.

2/24/2022

Bought our door in 2016 and about 2 years later had to replace The lock for $100. Just had to replace The lock AGAIN!
Not impressed with first impressions AT ALL!

Lisa R.

4/23/2022

From start to finish this company was excellent to work with. In house consultation to install the process was smooth and zero delays. Thanks First Impression this is not one of the big box store security doors it is gorgeous.

Bradley J.

8/15/2021

Here is an update to my review. First off, I appreciate the response from the company.
As you can read, First Impression's remains adamant regarding their stance on my issue/concern/review. ***Consumers reading this review*** look at my picture and draft of the design- ie. - CAD drawing. Any reasonable person will believe that the main scroll size marked and indicated as 1/2 would believe that would be the size they are to be receiving. Nowhere does the 1/2 indicate thickness or depth of the material only. As a matter of fact, nowhere does it indicate 3/4 wide scrolls as the main/consistent width for the majority of the finished piece (yes, scrolls do taper off at the end, so fully understand that part of the companies response).
What is not previously stated and part of the order is that the design was supposed to match a scroll design on an adorning door which has a 1/2 scroll, which was understood by the salesperson and reflected in the order. Never the less, I as a consumer wanted 1/2 scrolls, which I signed off on as to the CAD design, and received a 3/4 final product. Bottom line, this consumer did not receive what they wanted from First Impression and as those reading this review should know, this company remains unwilling to correct this issue unless it is on their terms.

Matt H.

10/07/2021 12:00:00 SA

Great Experience

I have used this company for two doors now and I am seriously impressed. From the quality of the door to the top notch customer service. I had an issue with the alignment of the door, which is common due to settling of the house. They serviced the door and it works like new. I highly recommend this company.

David P.

11/12/2022 12:00:00 SA

Wonderful process from sale to installation. Excellent and beautiful product, and good price.

Dan R.

10/06/2022 12:00:00 SA

Purchased a security screen door from them a few years ago. Recently a screw fell out of the door somewhere. I can not find where the screw goes so I called them. They basically said that is too bad. For $125 we will be glad to come out and put the screw back in for you. Found out that the lifetime warranty only covers the welds.
In addition, the lever door handle is getting very sloppy. Still works but seems to be either wearing out or it is just bad. Again, too bad. That is a Kwik set and I have to go to Kwik set to resolve the problem. So much for their service department.
Very disappointed in this in First Impressions. If you decide to purchase a security door from them the doors are nice but the ongoing service is certainly below par especially for the amount of money you will pay for a door. Be aware that this is not a customer oriented company. It is almost like having bought the door from three different companies.

Alan B.

01/10/2022 12:00:00 SA

I contacted First Impressions to get a quote on a new front door. The salesman showed up and handed me a book of pictures. They did not try to work with me on the design, but just wanted me to pick something. I was expecting a bit more.
I received an email the next day, that they would be sending me a quote shortly. After a month, I contacted another company. They were much more professional and I ordered a door from them. Three months later, a few days before my new door was to be installed, First Impressions finally got back to me to see if I was still interested.
If their service before the sale is this bad, imagine what would happen if you had a problem.

Vincent S.

4/28/2022

The first company in Arizona that ever had sales installation after sales after installation customer service A1. The Best ! If you plan on going somewhere else to save a couple of books not gonna mention any names like Home Depot you're out of your mind no comparison. Highly recommended first impression Ironworks

Joe V.

4/24/2022

Gary was our saleman and Divan was our installer...We couldn't be more happy with our purchase from First Impressions Ironworks. Gary also did the measurement and it was a perfect fit, Divan was the installer and he was so nice and did a awesome job. We went with the Swirl for our front door and the Plain bar for our side garage door. They look great and are high quality doors, I highly recommend this company, they were great to work with from start to finish.

Sharon P.

10/18/2022

Security door finish was coming off; called customer service, repair team came and replaced the bad parts. Very pleased with result. Very pleased with First Impressions. Good people.

Sunny S.

7/27/2021

My beautiful very hot door is facing the East...Temperature outside was 91... Temperature on inside door is 117. Guests said they can feel the heat while standing in the location of the door. I was told the door would be insulated enough that the heat would not radiate to such a high degree. Temperature of the door remains in the 90s throughout the day.
Customer service is great..Professional and friendly. But the doors need better insulation for the Arizona heat.

B C.

8/16/2022

Quality doors and gates. We got both. All are powder coated and I would recommend them to others.

Belinda W.

3/13/2022

We are very pleased with our security door . The color is so nice and my husband said the installer was nice and very professional. I'm glad our daughter referred First Impressions to us.

Nelson L.

4/23/2021

Probably the most ridiculous hard sales pitch I've seen in a while - and I'm in sales!

So we schedule an appointment for a measurement of the main door and three side doors. When the day arrives, 2-3 weeks later, sales rep asks which doors we are considering. I show him the front door and the rear patio doors. He comments that the patio doors are standard and would need to measure the oversized front door (which is what I thought he was there to do anyway). I say ok, let me know if you need anything. My wife then mentions that she needs to get on a work conference call and retreats to the home office.

Rep then asks me which door option we want. I tell him that once he measures and gives us options then we will select which doors. He then mentions that he only measures when you're ready to buy. Wearily, I look at him and tell him that we wouldn't be wasting our time having him in our home during the workday if we weren't ready to buy. Does he need to see my bank statement or anything??

He then starts to give me his iPad to select the doors from a selection of 18 pages. I don't touch other people's dirty iPads (and that has been so way before Covid), so I decline and ask that the send us the link to review and we will select the doors. Again, he is adamant that we select the doors and that he can't measure unless we do.

I tell him that it would had been wise if we had known that before the appointment and if we were sent the link of the 18 pages we had to choose from. Additionally, there was no way I would make a selection without my wife's input. I then led him to the door and wave goodbye (and he could wave goodbye to my money and his commission).

How absurd! ‍

David P.

9/20/2020

We put off calling First Impression as we heard they were waaaay expensive. Finally got the courage to call and to our surprise, gave us a great price, especially compared to the Chinese-made doors from Home Depot (To be fair, we have a Home Depot door on our back door that we paid $550 for back in 2004. It has served us well but looks like a typical jail-cell door. We wanted more style for the front and got it!)

Ther installer did a wonderful job and we love the door. We highly recommend.

Frank R.

01/05/2022 12:00:00 SA

We have had two BEAUTIFUL security doors and one gate installed by them.
Would 100% recommend them.

Brian S.

7/19/2021

First Impressions has delivered a beautiful product and customer server to support it. We bought our security door 3 years ago and was designed exactly how we wanted it. To this day, it is still beautiful and I am happy to have it on display and protecting our front door.

The only reason for 4 stars and not 5 was the initial installation. The installer stripped some screws that secure the locking mechanism. The fix at the time was to wrap wire around the screw and basically wedge it in there. Well that failed, but They sent out a tech to fix it the right way, at no charge, and 3 years later.

Again beautiful craftsmanship, great product, and great customer service.

Rose C.

6/17/2021

First Impression has done three doors for me that are beautiful. They stood by everyone.

Then I had them put in a Dog Run for us with a gate and we have a beautiful dog on the gate.

Then we needed two gates inside the house so we could shut the dogs out of certain rooms at a time they were beautiful and a nice addition to the home and they served a great purpose.

This time they really have outdone themselves. I designed a RV gate and it came out so beautiful. It was greater than anything I ever expected. Neighbors keep asking me who did it and could I give them their name and number.

The service from the office to appt times and the installers were truly the BEST!!! They were so respectful and I am so excited to give them a great recommendation.

Cynthia D.

01/05/2022 12:00:00 SA

First Impression is a fabulous company. The first contact with sales was great, very knowledgeable about products, design and help with budgeting your project. Office staff very responsive and friendly in helping to book the installation date or answer your questions. Finally, the installation staff is professional and did an excellent job on installing my project. I would definitely give this company a 5 star and thumbs up rating on sales, quality, design and manufacturing of product and installation.
Thank You First Impressions!

Dustin H.

11/12/2021 12:00:00 SA

Company reps reached out to follow up on my review and experience. They agreed that the gate was installed improperly and that they would have a follow up discussion with the persons who conducted the faulty install. The company has since remedied the faulty installation which was very much appreciated. Thank you!

David K.

1/28/2022

Gary from the design center listened to our needs and made some great suggestions. Mike the installer was very personable, he had taken the time to answer all of questions, he completed the install quicker than he had estimated. Thank you for having a professional and knowledgeable team. They are the best.
Thank you
David & Meredith K.

Toni S.

10/19/2022

I purchased two security doors from First Impressions a year ago spending almost $3500. A year later, the screen material on one of the doors partially untucked at the bottom of the door because it was cut too short to stay tucked. I called First Impressions to explain what happened hoping they could offer a solution to the problem. I explained the issue, sent them photos of the door illustrating the issue and then waited days to hear back from them. When they did call, they said they do not warranty the screens and it would cost us $110 to have the screen retucked or $200 to have the door rescreened in the event it could not be retucked, or I could take it to ACE Hardware to have it retucked for a quarter of the price. So we took the screen to ACE and were told it could not be retucked because the material was cut too short and would not stretch far enough to be retucked. I then called First Impressions back to tell them what we were told by ACE. I asked if I could purchase the screen material and rescreen it myself. Again, I was told no that they would not sell the material, and that the only solution was to pay the $110 for a service call to see if the screen could be retucked, and if the material was indeed too short, I'd have to pay an additional $90 for new material. So if the screen could not be retucked, we'd have to pay them $110 to be told what ACE told us for free. My husband and I just rescreened some old window screens and the screening materials are pretty cheap, so to be told this would cost us $200 is pretty outrageous. Since the door is only a year old and was installed last summer, we have only had the enjoyment of having the door open for a couple months last Fall and then a couple months in the Spring before it became too hot again. To have the screen fail so quickly makes me question the quality of the entire door. There are many security door companies out there..... and I am sure most would stand by their product. Unfortunately, we chose the wrong company to give our business to. The fact that First Impressions would not help us tells me this is probably a pretty common issue for them, and they don't really care about the quality of their doors once they are installed. We tried everything to find a solution that would not cost us another $200, including offering to do the work ourselves if they could sell us the material, but they were not interested in helping us unless we paid them $200 in addition to what we paid for the doors a year ago. Please look elsewhere before you make the same mistake we made and drop a few thousand dollars with this company.They do not stand behind there product or workmanship, and they do not care about their customers.

Allie M.

11/29/2021

Excellent quality and install. Good communication. Fair pricing. Definitely would recommend.

Amy L.

04/11/2022 12:00:00 SA

I called them to let them know my front door and gate is rusting and was told they can not do anything about it. Nor do they know who services their iron doors, gates and other products. I was very put off. Especially with how expensive they are. The lady,Michelle, wanted me to send pictures. After two phones calls I asked her why since she said they don't service, don't have a product they recommended nor do they have someone they can recommend to do the work on my dime. She then agreed there was no point emailing her pictures. Buyer be aware iron rusts and then it's your problem.

Leslie G.

9/30/2021

Ordered a security door and it has a regular bug screen that any butter knife can cut through. Called and to get a REAL SECURITY DOOR I had to pay $360 more. If they would be honest to begin with I would have gone with the other bid I received. I feel they bait and switch. Best thing is their customer service doesn't give a crap. They only want your cc number. So glad I started with the small door. I will not use them for the custom EXPENSIVE door. They lost my business. I would not hire them

Darlene R.

06/02/2021 12:00:00 SA

At first you might think they are pricey compared to other local dealers but you are wrong. You are paying for a quality door and professional installation. I now have these great looking unique front and back security doors that no one else in the neighborhood has. Everyone who comes to the house remarks about how good looking they are. The best part, my door can't push them open and get out like he could with my old doors.

Robert S.

12/28/2021

We have a door that was just installed beautiful door everything is what we expected for the price we paid very secure door which helps us breathe in some fresh air with the door being shut and so secure we had one minor issue with it but Kyle came out and modified the door which made it even more secure at no cost he was amazing with his Ability to modify the door. I have customers I will recommend the Security door to their house I feel 10 times safer in my house now especially when I get home.

Marion G.

10/12/2021 12:00:00 SA

This company has provided a good product. My initial review was positive and I wouldn't change it.

At this point I would like to let potential customers know the critical importance of knowing EXACTLY what you want.

I told the salesman the purpose of the courtyard security door was to provide a secure place for my small dog. Nikki stood with us as we discussed the kind of security gate that would keep her little seven pound self in the courtyard, and most importantly- off the streets.

Imagine my surprise when I watched her put her tiny feet in the bottom portion where she had a tiny ledge area to use to climb up.

She worked her way up and over. My goodness, it's about $1,500 later I still have a dog who can escape.

The important part was the response when I asked how this would be remedied. The answer: I get to spend another $350 or so to put in a screen.

Murphy came today and put in the screen. He did a great job and is a very professional and talented man, as well as a great representative for this company.

I looked at their website prior to writing this review, because I don't quite understand their corporate philosophy or ethics. They seem to be a great company and talk about respecting people, their employees, veteran's etc.
That wasn't my experience when I asked why I was paying to fix their mistake. And I didn't hear anything about a discount for Veterans when we paid our bill.

So the answer seems to be, as usual...Buyer Beware. I should have found a way to be sure the slats where close enough to keep her in because the salesman certainly didn't . He was very nice though.

Mark M.

11/21/2020

I gave the company 2 stars, actually it was between 2 and 3, but just couldn't go 3 stars after we signed the contract,. We just bought a new front door from First Impressions. The quality of the product is without question superior to the competition. But it comes at an extremely high price. Our sales person was Aaron, he was extremely knowledgeable, organized and friendly. He walked us through making the selections for our door, offering a CAD view of the selections we made. Then once we started writing it up, it turned into bizzaro world. It was like we were magically transported to the office of a finance manager at a local Chevrolet dealership. None of it was Aaron's fault, it is simply the way the owners of the company have designed the process. Upcharges for everything. Oh, you want a deadbolt? Well, we can add one for $200 plus dollars, $400 plus if you want keyless entry. The entry level deadbolt is a $79.99 kwikset from home depot look alike. It seriously looks puny on the door. All and all, our door is impressive, but with all the upcharges and add ons ended up costing almost $7000. A single door, not a double door. The installation was expertly done, 1 day, no mess.

Paul S.

03/08/2022 12:00:00 SA

We bought A security door and gate in Feb 2021 and am very happy with the design and install, however we were forced to use the lock on the outside of the door for this first time due to garage door spring breaking, and discovered the key that turns the inside of door and the gate locks doesn't work to lock the outside of the security door. SO they claim when I called that they don't deal with locks. WHAT SECURITY DOOR COMPANY DOESNT DEAL WITH LOCKS??? ISNT A LOCK PART OF THE SECURITY??? All i wanted was for a tech to come out and key the lock so my key would work. You will pay close to $4K for a non security security door and I guess hire a locksmith to secure it????? NEVER AGAIN FIND A REPUTAL FULL SERVICE COMPANY!!

Heather P.

8/20/2021

We had two doors front and back installed less than a year ago and had to call for service. I was charged 95 dollars and found out that both doors had weather stripping installed incorrectly and did not close correctly because of how they were installed. For the amount we paid for the doors I would expect better quality and better service on installing the doors. For what we originally called for that was fixed in seconds and no new screening , it came loose, the original screening was adjusted. I am not happy with this company they should back there products for at least a year without charging.

joshua n.

08/07/2021 12:00:00 SA

Fantastic product sold with no respect to their customers. My first transaction with them was great. Spent $2400 on a beautiful security door. My wife and I then decided we would like a piece made to cover the window above it to match. My first tip off to look elsewhere should have been the fact it took over two weeks to get a hold of the salesmen. It shouldn't be that hard to give a company your money.

We did end up purchasing the piece and we were told it would $250 to get a copy of the CAD drawing to review if we wanted to see the design before it would be produced and have the option of making adjustments as it was a custom piece. We did not approve the first drawing but did approve the second. After waiting for several weeks the wrong piece shows up for installation. They produced the version we did not sign off on.

I will give them credit for working to get the right piece into production and rescheduling the installation promptly. But things have gone south from there. I called my salesmen to speak with him and discuss some concerns. That was over a week and two voicemail messages ago... he can't even bother to call me after we have spent over $3500 dollars with him. So I decided to call their main phone number. I have never been treated with such disrespect. First I spoke with a lower level customer service rep. Not a whole lot of respect from her so I asked to speak to a supervisor and they weren't exactly willing to put my call through. Finally I was transferred to someone who claimed to be the director of customer service who talked down to me, scoffed at my concerns and requests, twisted every single word the came out of my mouth, and has the most condescending attitude I have come across in a long time. This leads me to believe this sort of service is part of their corporate culture and par for the course. I asked to speak to yet another level up and I was told they would be emailed about the situation. but I could not speak with them. Do you think I received any communication back? Of course not. Not even an acknowledgement of my concerns or an apology. I decided to hang back at this point and wait forever the piece to be installed before saying anything further.

Now let's talk about what happened when they did get the new piece made and installed. Not only did they leave a mess of stucco and installation dust all over my door but the screws had the powder coating scratched off and two of the screws weren't even put in all the way and did not sit flush with the piece. I called and they came out and fixed it quickly but still. For the amount of money you pay for the product none of the above should have happened. We had planned on purchasing a matching RV gate but would rather take our chances with a company that respects and appreciates their customers. They will not ever see another dime of my money.

Matthew J.

6/21/2022

Once we met the sales rep and determined the security door we wanted (which he made it very easy for us) the options to pay were simple and easy. great incentive were given as well. they said it would take about 4-6 weeks to order and install, it was about 2-3 weeks, how when we received the door there was a slight error, no problem, Jamie from the office retEd the door fixed the error gave me a partial refund ASAP and within 10 days the corrected door was installed. Elon the installer was so patient with us coming back twice to install. he was clean left no mess was very polite and made sure everything was corrected with the door before installing it. I highly recommend First Impression Ironworks, I feel I received great service and a high end quality door! Thank you!

Lisa M.

10/09/2021 12:00:00 SA

In need of an upgraded security door, I contacted First Impression Ironworks. George, the design consultant, was so patient as I was trying to decide on a door. The door was delivered & installed within the timeframe quoted & I have gotten many compliments on it. I highly recommend this company.

Nancy L.

09/08/2021 12:00:00 SA

My update on my review is that First Impressions has agreed to correct the door swing issue. I appreciate their working with me and doing the right thing. The door is beautiful and I am sure we will enjoy it for years to come. Thank you to all I spoke to on this issue.

Venessa B.

8/19/2020

Very unhappy with this company. They do not stand behind their lifetime warranty . I've had my entry gate for 4 1/2 years. It is rusting all around the bottom. I've expressed my concern to them and even provided pictures and was given every excuse in the book to blame me for the rusting. I asked about the lifetime warranty and was told I didn't clean or care for the gate properly. I have a cheap security screen door that bought from Lowe's 15 years ago and there is no rust on it . I spend thousands on a custom gate from 1st Impression and I'm blamed for their product failing.
I'm being told that the best they can do is offer me the cost to fix the rust which I was quoted 1100.00. Look up reviews from others. Most have the same complaint I do. Poor customer service, unprofessional, over priced, poor quality. Save yourself the frustration shop elsewhere.

Todd H.

3/15/2022

This is the third time I've used First Impression Ironworks. Good price. Great customer service. Excellent product and installation. I got three quotes. They beat one and was comparable to the other. I would recommend them to anyone.

Kay C.

11/02/2021 12:00:00 SA

Just recently had my security door made and installed by First Impressions. Not only is it of very high quality, the installation was also first class! I am extremely impressed and happy with my pur

Rick G.

6/28/2021

Worst company ever! Communication and follow-up is the most dismal I've ever experienced. I highly recommend going elsewhere.

Kristen G.

3/18/2021

We couldn't be happier with our new security doors from First Impression. Our salesperson Josephine was extremely helpful with providing us with options in our budget. We had a tough time deciding on our design and she emailed me pictures of everything so we could take our time with our choice. The service team is also excellent. We had a small issue with the deadbolt rubbing against the door and they came out the same day we called to grind it down. I highly recommend them!

Cindy V.

10/14/2021

Had our French door security door installed a few days ago. This is a very sturdy and well constructed door. Eddie and his assistant were very professional, knowledgeable and all around nice guys. I was very impressed with the care they took of our home putting down tarps and had the shop vac at the ready. Definitely get the value for your money. I would highly recommend First Impressions Ironworks.

Amber A.

7/30/2019

Compleatly wowed! This door totally enhanced the exterior of the home. We have a courtyard and we feel so much safer now that we have it enclosed. It's so sturdy and massive. The design was custom made by Jaryen and totally matches the unique windows of our home. It's truly an artisan piece. The customer service by Shannon was fast and friendly. The installation was extremely smooth by Matt. They called ahead of time, came when they said they would, installed perfectly, was quick and he did it with a smile. If your thinking about getting one you won't regret it.

Thanks
The Aguilar Family

Patti H.

2/26/2021

I called about a problem with the bottom of the door they installed last year and they were awesome. They scheduled an appointment just a few days after my call, confirmed and gave me a time prior to their visit, fixed the problem at that appointment and were professional, courteous, knowledgeable and extremely competent. I love our door and their service. I highly recommend getting a door from First Impression Ironwork!

Patti H.

DeAnn C.

3/30/2022

I'm extremely happy with my entire experience in purchasing and the installation of my new security door. The sales, customer service, installation & inspection staff were all extremely friendly and helpful! I would HIGHLY recommend this company if you want a quality security door!

Douglas R.

06/11/2021 12:00:00 SA

Initially had some mix-up but the sales rep and his paperwork and also forgetting to add the stucco on the original measurements. I realize things happen but it did delay the project.
After the install I noticed the sales rep had the door flipped the wrong way. The nice area was going into my dog, shed, garage and trash can area. As far as the side that was viewable from the backyard where I do my entertaining and that's showing the back of the door.

Afternoon talking to customer service they said they would discount and work with me however it's going to cost me $700. Clearly the sales reps fault and the company does not want to take responsibility or accountability that they should. I wish I would have checked they had 3.5 review before I move forward with them. I now see why

Dave A.

06/12/2021 12:00:00 SA

Just thought pricing was high. With all the increases with materials, it just seems as if they're taking advantage of that as well. Honestly, their product seems like a great product. Just not sure it's worth the cost they're charging.

Marshall W.

2/17/2021

The salesman was knowledgeable and efficient. We knew what we wanted so the initial appointment didn't take long. He explained that delivery and installation would be a few months away at that time. Happily, they installed our door weeks before they estimated. We are pleased with our purchase and would recommend First Impression to anyone needing a screen door or security door.

Christy W.

9/16/2020

Our front door gets so many compliments. Needed some service done to our door after the gap at the bottom was allowing to much space for critters to get in. They were easy to communicate with and set up an appointment for the following week. The guy Showed up wearing a mask and took all the necessary precautions, fixed our door and even gave us an additional weather strip for later. Door is working great. Get so many compliments on how beautiful our door is.

Naomi C.

11/11/2021 12:00:00 SA

I ordered a custom gate a few years agp and had good service so I naturally thought they would be great for a new custom front door. Boy was I mistaken! They measured for my door twice and it took 4 month for the door to arrive....now I have gaps where the door does not git, drywall damage and other issues. Worst of all is their response. No apology - more defensive behavior. $17,000 later- what a disappointment....

Carmen S.

7/13/2020

Had our front gate installed about 8 months ago and have never been happier. From the moment we called to get a quote through to the day of the actual installation we have received nothing but the best customer service. We recently had a slight issue with the alignment of the gate which might I add had nothing to do with the actual gate, but had to do with an eventual shift in the pillar as the home was a new build. I had contacted First Impressions to see if this was something they would assist us with. As a curtsy they had sent out a technician to realign the gate for us. Technician arrived earlier than stipulated fixed our issue and was very professional.

I recommend them for their quality work, pre customer and post customer service and if the need arises in the future will definitely use them again. Thank you First Impressions you have our vote!

Steve M.

2/17/2022

My security screen door needed some adjustments/corrections after being installed. The customer service team worked with me until all items were corrected. I'm now happy with the beautiful screen door. In addition to allowing airflow to pass through the front door, it provides an extra level of security and adds to the beauty of the entry way.

Tom W.

8/22/2020

We decided to go with the security door. This door is awesome, extremely sturdy and heavy. The company did a great job making sure it was done to our satisfaction and we are impressed with their quality. From a security perspective this door is hardcore, 26 years in law enforcement, I wish my door kick burglary victims would have had this on their homes. Nothing is impenetrable but this is as close as it gets! Great job First Impressions!

Bryan W.

10/22/2018

I live in San Antonio, TX and I started my journey with First Impression Ironworks back in February. I called and talked to Glenn and we went over various designs and quotes. By early April, after getting , many other business quotes and doing much research, we decided on moving forward with a security door with First Impression Ironworks. Since I was leaving the country for 6 weeks we decided to wait before making a move.

Fast forward to July 11th, we finally come to agreement after numerous back and forths on a verbal quote miscommunication. I was paying about 300 more than expected, but no big deal, we were getting what we wanted. I pay the full payment and start the process.

Fast forward to Aug. 14th, the CAD is finally finalized after numerous back and forths, I am told I will be contacted in 4-5 weeks.

Fast forward to Sept. 18th, after several calls and no answers/callbacks. I try through email. I had to escalate to a supervisor to get any action/answer.

Fast forward to Sept 25th, after being told by CAD person that they would personally see to my door being shipped by the end of the past week, I have not heard anything. I once again had to escalate to a supervisor after unsuccessfully reaching the CAD dept.

Fast forward to Oct 5th, door arrives. Measurements look good. That next week, I give the door a thorough look-over. I noticed several disheartening details about the door. I shared these things with the supervisor who I had been working with and she had me contacted by the service department. I will include their responses:

1) I noticed several areas that looked like the paint was flaking. Come to find out it was tape that was painted over and is already starting to peel.
FI Response: This is normal and they do this with all their doors.

2) The right sidelight panel does not sit flush with the frame, it sticks out over a quarter inch. I show both sides with measure mentioning and the back side separated from the weather stripping.
FI Response: This is normal and can be corrected with proper installation.

3) Door came without the $300 extra handle.
FI Response: THey would ship it out to me.

Fast forward to today(Oct 22nd), I received the handle. They sent me 2 handles(not sure why), but absolutely no hardware or instructions on to install it.

TLDR: Out of state customer that purchased security door and had way to many problems with First Impression including taking way too long

I sincerely believe First Impression Ironworks would have provided much better customer service had I been local. However, I can not recommend them to ANYONE not local. This process was a nightmare and I gave them way too much of my money to have gone through that. They tout customer service on their website, but I witnessed first hand how they treat customers they do not meet face to face. The ONLY reason I am giving them 2 stars is my wife and I do like the door. But it was NOT worth all the trouble they put us through.

Now I'm off to Lowe's to get some hardware for my guess on the best way to install this handle..

Jeff L.

8/18/2021

Thank you Ironworks the door we choose is Beautiful the installer was on time and very thrall with the install and cleaned up very nice My neighborhood has complimented on our door, and we are enjoying the look and the security of the door thank you

S K.

1/16/2022

I LOVE our security screens and they were very easy to work with too! Worth every penny!

Michelle W.

09/03/2020 12:00:00 SA

I absolutely loved my entire experience with First Impression Ironworks; from the initial phone call to the installation date. David, the sales person was amazing at listening to what I wanted. He did not hassle me and pressure me into purchasing extra features. The representatives I spoke to when making payments were extremely nice and the installation team exceeded expectations.....and my door!!!! It is so beautiful.

I have a new home and the door from First Impression Ironworks will definitely be another talking point, from guests....

Fred H.

3/26/2021

Top Quality Side Gate recently installed. Professional treatment from the salesperson who came out to the house to the office staff and finally the installation crew. Mike and Rene installed the gate in less then two hours including the clean up and hauling away the old gate. They were a pleasure to do business with from start to finish ! Thank You !

Hugh S.

10/01/2021 12:00:00 SA

Please see my email below to First Impression Ironworks, to add Melissa P who works at the front desk of customer service refuses to provide any of managements contact information to deal with these issues. As I hav been trying to get issues resolved on two doors, one which is improperly set up and not in any studs and the back double door with limited powder coating and causing rust throughout.

Melissa,

First and foremost, the individual who came out today was excellent assistance, and I thank him very much for his time and effort. Second, after discussing our rear security door with another technician and he observed the litany of damages to the door, I would like to set up a time for Shannon and another member of management to come to our residence and explain to use the nonsense reasoning that was described for the vast amount of damage to the door and see it first hand. I came across your company through multiple veterans websites as being pro-veteran for customers and employing; when I come across information like that, I want to make sure that I support those companies. But when I am told that I did not care for the door by drying it off or the fact it was my fault that I was deployed for multiple years in high threat countries for the war on terror and did not look after a door which is covered by overhead and only receives afternoon sunshine that is erroneous. I will be contacting multiple outlets through social media and veteran's business support agencies and inform them of the ill-treatment and lack of responsibility, if we are unable to fix this 100%. When a company website guarantees a product for life and both the front and the back door have been riddled with errors. If that works for everyone's schedule, I would like to set up an appointment with you at the end of the coming week for October 8, 2021.

Kat S.

5/25/2020

We loved our first entry door with them in our old house that we called them up again when we moved. We worked with Ashley and the team to design a double entry door with transom above. I was able to work directly with the CAD team to quickly design the door, and submit it to our HOA. Once approved, we were able to schedule the install 6 weeks out. The install team was amazing: they were professional, courteous, and concealed the inside of our home to minimize the dust. They were able to install everything in one day. The door is gorgeous and we are SO happy. Thank you to the team for an amazing experience and door!

Linda M.

12/31/2021

We purchased two security doors for our home a few years ago and just this November purchased one for our son and daughter in law's new home. We did look at a few other companies however they could not compare to the quality of First Impression's products. With each purchase, everyone was courteous, knowledgeable and professional from sales thru installation. We are very pleased and will continue to recommend them.

Stephanie V.

12/30/2021

This was my 2nd experience with First Impression and both have been great. This time around we worked with Shaye, who was so helpful. (We also were helped by Aaron when we went into the showroom, and he was extremely helpful as well!) The whole process, from getting a quote to ordering the door and having it installed (today!) was seamless. Shaye always responded to our questions quickly and thoroughly. He also came out to the house a second time to ensure we were choosing the right color, helped us with a custom design and was able to give us a great price within our budget. Our door was installed in less time than was originally expected, (always a bonus) and there was excellent communication with install date and an install window the morning of. Our door is absolutely beautiful; the quality is beyond what we expected, we are thrilled with the way it looks and we couldn't be happier with our experience.

Mike L.

1/29/2022

Windows have went to crab after 5 years had to replace them with a better product... Door is in good shape but the windows didnt holdup

Olen P.

02/11/2021 12:00:00 SA

BUYER BEWARE! Great product, great sales and install folks, poor customer service and architecture. The issue I ended up having with First Impression Ironworks is that while installing the gate, the installation gentleman pointed out that the gate door would not open all the way after being installed, there was a light in the way. He was going to take down the light but noted he was not allowed to put it back up. That didn't sound right to me as this should have been pointed out during the design and architecture phase so that we could have chosen to have the gate doors open to the inside. He asked his manager to call me and after a bit of an acrimonious conversation we landed on the fact that I signed off on the design/architecture and they have a contract to prove it. She did mention that First Impression Ironworks would be happy to fix the situation, for a price. True, I signed a contract, but it is not my job to notice engineering and architecture flaws, it is the job of the company I hired for their expertise in creating and installing the gate. If I was an expert in such things, I would have purchased the gate somewhere else and installed it myself and saved a signification amount a money. But I am not an expert, I hired a First Impression Ironworks for their expertise and paid a premium for that expertise. Ultimately, the gate is in and it looks very nice though it does not function fully. BUYER BEWARE as First Impression Ironworks does not take responsibility for their blatant mistakes, they use the contract for cover and offer to help via an extra bill. There are probably 20 or 30 companies I could have chosen to do this job and in hindsight I should have gone with one of them. I would NOT RECOMMEND First Impression Ironworks.

UPDATE: Rebecca, thank you for your response. I agree, the gate it beautiful but you should not be surprised by my post as I told your customer service manager that I would be giving a negative review based on my experience. You may have my credit card but I have the power of the written word. My issue is that you did NOT follow your policy regarding having a conversation about obstructions. If there was a conversation, there would have been a solution. I did NOT change my mind after the contract was signed, I was NEVER notified there was an obstruction in the first place or we would have resolved the issue. I do not wish to change the gate, nor do I wish to speak to your customer service. I simply want other potential consumers to know that First Impression Ironworks is not recommended.

Monique V.

12/29/2020

If I did this review 5 years ago when we got our first door I would have said 5 stars for sure! Now that we've moved into our second home we decided to go with them again because we loved them so much. Great service great price on time and great quality. This time around it was opposite. It's been over 6 week of waiting and finally today we got our door. Sadly it's not complete! It's missing the reef peg, we still don't have the glass door, the quality of the door knob seems cheaper, and now we have to key our own door (which we didn't have to do last time). We payed over $2000 for our door and just feel like we didnt get the quality and service to match. They sold the company back in 2017 and we can see a big difference.

M. T.

8/30/2021

Thank you for your follow up. I did forward you my name and information. There is no need to follow up with a quote or different designer. We have decided to move forward with a different company. Thanks!

Jerry D.

3/31/2021

We purchased a full framed 9' gate and a full framed security door with a screen and glass window that opens. The gate and door are beautiful and add tremendously to the look of our new home. Overall product quality is very good. Quality wise I would give them 5 stars.

In regards to the process of ordering the gate, having it measured and installed. Unfortunately in our case they had the sales person do the measuring which was incorrect. When we got the CAD drawing requesting our approval I new the gate was wrong so it had to be measured again. Again they sent the sales representative who without my helping could not get it correct. This caused delays in us getting the gate and door and if I was not involved would have caused the originally delivered product to be incorrect. I would give them 3.75 stars for the gate process.

In regards to the security door, the door was suppose to be a full frame door that covered the outside trim of the door. Again the measurement was off but in this case I did not catch it as I was told it was a standard door. When the security door was installed the outside frame did not cover all the trim on the original door both in length and width. This caused First Impressions to return with a fix that helped cover the width of the door but not the bottom length of the door. We excepted the fix as the security door does look great and we will paint the 1 of the original door frame that is not covered by the metal security door frame. I would give them 3 stars for the door process.

Overall we like the gate and door very much and would buy them again. However, when paying 8k for a door and gate the process of measuring should be better and would resolve all of these issues.

Overall our rating is calculated to 3.9 or 4 on the Yelp scale.

Kathi F.

05/12/2021 12:00:00 SA

The technicians were polite and showed us what they were doing to stop the squeaks on our door which is now about 4 years old. The door still looks new, just needed a little maintenance. First impressions were easy to work with

Ashley S.

11/18/2020

SO EXCITED FOR OUR NEW DOOR. This was an easy and seamless process! We had been wanting it done forever and kicking ourselves for not doing this sooner. Everything was quoted and delivered just as they claimed it would be. Super friendly staff and overall amazing experience! Thank you!

Jim B.

8/31/2021

After spending over 2000.00 for a custom security door one would think that perhaps someone anyone from this company would call to see if everything was good and their was no problems but not a peep nothing nada so save your $$$$ and move on

Michelle S.

04/09/2020 12:00:00 SA

Had many quotes and appointments for security doors. I ended up going with First Impressions. I felt their quality of doors and customer service was the best. I Had an appointment with Mike and he was awesome. He was super friendly, very detailed oriented, and responded quickly to my emails. It took about 3 weeks for my door to come in after I placed my order. Richard installed my door and did a great job. He was very friendly and made sure I didn't have any questions before he left. He was super quick as well. Got my door installed in about an hour. Overall I have had a great experience with this company. Will defiantly come back to them if I need another security door down the road

Christine D.

4/16/2020

I purchased a security door from them back in March of 2018. My first impression was.. great! Friendly sales rep, fair pricing, and clear expectations. The communication was excellent as they created my door and scheduled the crew. The crew arrived at the scheduled time for install and afterwards, I had a beautiful door that kept the bugs out but let the breeze in. Fast forward two years.. this door has quickly become the favorite hangout for my dogs to snoop on joggers, dog walkers, and neighborhood kids! Recently, to my dismay, the door closer pulled right out of the frame. I called in and spoke to Nila who set up an appointment for a technician to come out.

Jacob arrived at the scheduled time with a smile on his face and tools at the ready. He knew exactly what to do and fixed it so it would never happen again. He even fixed the damage the door caused when it broke free from the closer and MADE MY DAY. He was incredible.

I loved this company from the start. An experience which could have been quickly changed by how they handled my repair need two years later. But worry not.. they did not disappoint!!! Here I am with a perfect door once again. Great job First Impression, keep it up!

Christine R.

4/30/2021

Perfect solution to no security front door. This is our second custom door purchased. First Impressions has not let us down in the quality, customer service , time-frame promised or installation. Any issues we were not happy with were resolved quickly and accurately. Our installation person was quick, precise, and o time. I love our new door and you will too. Go to the showroom and even take a tour of their factory onsite. It is amazing to see how these doors are made by hand by exceptional craftsman.

Iouri K.

06/01/2021 12:00:00 SA

My wife and I recently purchased a security door. We had the pleasure of working with George Thomas, Design Sales Consultant. He was very knowledgeable, patient and courteous with a good sense of humor. He wasn't pushy and gave us all the time we needed to ask questions and compare all our options. He provided us with valuable information. Because of this, we will definitely purchase more products from this reputable company and we'll be recommending it to our friends and neighbors.

Geri M.

4/25/2018

We finally received help with this on going issue.
We want to thank our case manager Ralph Cox for listening and acting on the finish wearing off within the first year.
There was an attempt to spray paint it last November which did not work.
They have removed the gate and will completely re finish it.
I will give it 5 stars when it is returned and the powder coating does not dis color again.
Hopefully they will continue to take care of their customers if and when there are problems.
Thank you Ralph Cox!

Hyosung Y.

10/31/2020

I had my courtyard gate about 3 to 4 years ago with first impression doors and the door key broke into key hole. Today, Oct 31 around 11ish I went to the shop for get new door key handle.

There is one sales person try really hard to sell more upgrade item to pool korean couple that ignore me or other customers walk in and walk out not even say hello. I was stand there about 40 min feel like ghost at Halloween. Only reason I was waiting that long to find out how long I can get ignore and don't want to drive hour to come again to ignore like that.

Finally, he got little break in-between with pool korean couple he ask me what can he help me (with 40min wait) and I ask about door handle.
He told me they discontinue this door handle about 3 years ago and direct me where I can get it.

Which make me even more upset that feels like they sold clearance door to me. Good Luck everyone who try to get door from First Impression that probably by clearance item like new product. They are just lucky that only couple place can do Iron door at AZ.

Todd P.

11/06/2017 12:00:00 SA

Update 1/25/18 (3rd and final post)

Our saga is finally over. ( Please read to the end if you want the whole story) First Impressions has made everything right with our door and has compensated us for our frustration and time. We wish the process went smoothly from the beginning but they did the right thing in the end. If you choose to use this company be sure to advocate for yourself if you don't receive what you paid for. I'm updating my rating from 1 star to 3 stars because they corrected their errors.

10/1/2017 (Original review/1st post)

I truly wish I did more homework before doing business with this company. I was lured in by good reviews by neighbors but am in the middle of a horrible customer service experience.

Everything was going great until the door was installed. Our door has a horrible powder coat finish. It's color is blotchy. There are areas 6-12 inches long where the finish was touched up, because of damage during transport, but the color is completely different. The handle was welded together crooked and has a decent amount of weld splatter that wasn't removed before powder coating. There are numerous dings and scratches in the finish. To top it off the installer didn't even bother to clean the glass partition where our last name was written in some kind of marker....its over 12 inches long.

This company makes you take photos of all the issues and submit them before sending out anyone to assess or correct the problems. They make you waste your time to document their quality control issues so they can save themselves time.

We are now approximately 3 weeks into this ordeal with very poor communication from First Impressions on a resolution.

I can not recommend this company. Please read other reviews and you will find similar stories.

Update 10/28/13 (2nd post)

Due to a lack of response we had no choice but to go to the company headquarters and confront the customer service department. We insisted on speaking with the manager. After being lied to that she wasn't available she magically appeared. We presented our situation and she agreed that our door was below what First Impressions strives for and apologized for our inconvenience. Due to the degree and quantity of issues the door had to be removed and taken back to the production facility. We insisted on compensation of a new powder coat color and faux treatment. It was declined at first but we stuck to our guns and it was finally approved. They insist the faux treatment was provided as an upgrade and a $500 value. We know that isn't the true cost to F. I. and see it as a small token for our trouble.

Today, 2 weeks later, the door was reinstalled. To our dismay a large number of the problems were not fixed. Despite the promise that everything would be personally quality checked before delivery. We immediately contacted the customer service representatives and we are basically being told that this is all part of the normal process because this is custom work . I completely disagree. This is poor workmanship and even poorer quality control. Now the customer service manager is coming to see the door in person. Who knows what will happen from their.

Please do yourself a favor and don't use this company. In their growth they either have lost their ability to produce high quality or they are playing the numbers and hoping only a small percentage of people will call out their incompetence. Either way they are putting the burden on you.

Donna L.

12/08/2021 12:00:00 SA

My door is over 8 years old and I called for some minor touch up work on the door handle. My call was returned quickly and I was given options to repair or replace with fair prices for both options. I decided to have the repair work done and it was completed within a week and it looks brand new! Best service I have ever received, this company is top notch and exceeded my expectations when I purchased the door in 2013 and again in 2021!

Mick P.

05/09/2020 12:00:00 SA

We just recently had a new security door installed by First Impression Ironworks. They were highly recommended by many of our neighbors and now I know why. We couldn't have been more pleased with the whole process from working with Josephine, to the installer Jesus and his crew doing an awesome install. We will definitely recommend them to friends and family.

Frank D.

4/28/2021

Highly professional sales and installation. Shawn (sp?) my sales guy was prompt, courteous and knowledgeable. The installer (forgot his name) was efficient and professional. Oh...and the quality of the security door is OUTSTANDING! Couldn't be happier with the experience from beginning to end!

Nick M.

4/24/2020

Gotta say, I was a little concerned using them because some of the reviews are not wonderfull. Ended up shopping 5 or 6 different security door companies for quality and price. First Impression was undeniably the best bang for the buck based on what else is on the market. They are a premium door, but you definitely get what you pay for.

Lisa Rine was our salesperson and did an excellent job explaining all the different options to us and was not high pressure.

Took less than one month from the time we placed the order till the door was installed and done. Installer did a great job. Did the install without doing any collateral damage. Did it in a timely manner and cleaned up after himself well. Even sanitized the door due to the virus that's going around.

In the end, we have no regrets going with First Impression. They did a great job from first contact to the install and the follow up. We love our security door. Very happy customer!

Edward W.

02/04/2021 12:00:00 SA

From our visit to the showroom, to the installation, everything was done professionally, and with a high degree of quality. A special shout out to Alan & his brother, who did the installation. Plastic was put up to keep dust out of the house, and everything vacuumed up, before they left.

A local company using materials from the USA. This is a model for how a company should operate.

THANK YOU First Impression Ironworks

colleen s.

1/29/2020

This company is amazing, local company for many years. Customer service is excellent, show room with nice professional assistance. Our sales lady SHawn was so helpful, polite and excellent. Our installer Allen was amazing, nice, informative on each step of installation. Love this company, will use them again and our door is so beautiful! We will be ordering a new courtyard gate to match. Love our door! Thank you First Impression Ironworks!

Brenda M.

3/25/2021

The salesman, Michael Pargas, was knowledgeable and helpful in the design of our security gate and french door metal screen door. They were honest about the timeline for delivery/install date and we did not feel at all pressured when he was at our home.
The installer, Mark Starr was really a star. He provided accurate updates on his arrival time, and took special care and time to ensure our products were installed properly. He even took time to show us some tips on cleaning and caring for our gate and door, and was very knowledgeable about the products.
We are very helpful with the product and service we received from First Impression Ironworks.

Brenda & John
Tucson AZ

Calvin E.

1/19/2021

Love our security door! Very reasonably priced for high quality. If you need a security screen door this is your company.

Kelly W.

06/11/2020 12:00:00 SA

I have used this company now twice and was very disappointed with the second usage. Not only did the final measurement person measure 5 of the 15 windows completely wrong. Each of those 5 windows should have had one screen, this person measured for two. Not only that, the measurements were completely off so the instillation couldn't be completed. Now I'm waiting for a correction, with holes in my window frames that were not suppose to be created, paid for window cleaning that now has been ruined, and zero compensation. They are correcting their error in creating single screens like I originally ordered which is appreciated but zero care that I budgeted for window cleaning and the ability to pay them in full. I understand human error but this is a joke!

Jane M.

12/19/2020

First Impression Ironworks had been recommended to me by a neighbor, & I am so glad I had them make a replacement gate for my backyard! The gate is beautiful, well-made, & I am so happy with it. I would recommend First Impression Ironworks anytime to anyone who wants an elegant, sturdy gate.

David R.

4/21/2017

I'm very disappointed with the company. I purchased a quite expensive door, and the door arrived with an odd hole in the door around the lock. I was told these doors were precut prior to leaving the warehouse and the installer only does the installation. The installer did a great job, but I question the companies commitment to quality control.

I had to do quite a bit of calling to get someone to help me. Always passed to another person, from the installer, from the salesperson, from the complaint I finally left with the customer service group.

Why on earth the door would leave without QC is beyond me, and why they would install it with an odd shaped cut for the lock and not say anything is beyond me.

The level of effort I had to give to get a cover for the door they miscut is not acceptable for the price I paid. This is the third door I have purchased from them, and this is likely the last door I would purchase from then and would look to a competitor.

When I was told someone would contact me on Monday, it was not until Thursday when I emailed to complain that no one had I was told someone would be out 2-weeks later to fix their mistake (which is basically covering their bad cut).

Door Cost: Fair
Quality Control: Poor
Customer Service: Poor
Communication: Poor
Management Response: Poor

Update: I received a response from the owners on my issue and they offered an apology, but did not go beyond that. At least I got a follow up, but still dissatisfied with my experience. Increasing my review by one star for the reaching out.

Julia B.

11/24/2017

I am happy to report that I am now a satisfied customer. This is due to two very special people at First Impressions. Shannan in Customer Service, and Alan who if he had been my original installer would have spared me all of the negative posts. First impression is lucky to have these two working on their team. They cared enough to turn this experience around.

These are quality doors, as I stated in my previous post. Unfortunately, I had to spend a lot of time to make sure my door was installed to my satisfaction. That is why my final rating is three stars.

Thank you Shannan and Alan.

Ok, so here's the update: The door I ordered was delivered and installed. The door is great quality, everything I had hoped for and why I paid 3 times the price for a security door, and chose not to go the big box store route. The installer upon completion explained that it may take a few weeks for the weather stripping around the door to give way enough, so that I would not have to pull extremely tight on the door to close it. It was tight, but the door was also sealed nicely all away around. The day after the install I realized that the the door was not flush with the frame.

Prior to my install I got a call from Shannan in customer service , she was calling in advance of my install to make sure everything went well and that I was satisfied with my purchase. I thought that was a nice touch, and it was nice to have a contact just in case there were any issues. When Shannan contacted me after the install to see how things went, I told her how much I liked the door, but explained to her that there were issues with the door and sent her pictures. Shannan, promised me she would work with me to get the door installed correctly. She got the installer to come back out to take a look at the door frame and to make some adjustments.

So here's where it gets really bad: the adjustments they made included literally bending the door frame, removing the weather stripping, re chalking with 2 different colors. I am now left with an extremely damaged door, with huge gaps to where I can see outside. It really is so disturbing, that the fix they put in actually looks worse than the original install. What a mess.

I immediately contacted my customer service rep and notified her of the issues and sent additional photos. I was told by Shannan, that I would be contacted by this Alan guy. I am still waiting to hear from him.

To be continued.

Gene B.

9/21/2021

We were very pleased with the salesman and the product.This company is reliable and knowledgeable.We recommend them highly.

Mariel H.

1/17/2020

From our consultation in the beginning with Aaron through the installation by Richard; First Impression Ironworks was helpful and provided a beautiful end product. We will be sure to refer them to all our family and friends.

Christine G.

1/14/2021

The process for ordering and getting my door installed was seamless. Designer came to my home - socially distancing, of course, and help me choose the proper door and design for my house. In about 3 weeks time, they came and installed the door within an hour and it looks perfect. Very happy with the craftsmanship and the experience with First Impression.

Shelley S.

09/07/2021 12:00:00 SA

We purchased our front door over a year ago and it has been all we had hoped for. It seems very secure and we love the design and color of our door and screen. We went to First Impressions in Scottsdale to look at some doors in person, then someone came out to measure and talk to us about color options, etc. The website was extremely useful and we chose the door based on what we saw there. We had had a problem with the door not closing completely and First Impressions sent someone out who installed a different door latch to solve the problem. We use our front door frequently throughout the day, so it has gotten heavy use over the past 15 months. The door is on the west side of our house and becomes quite hot in the afternoon sun, so we purchased some handle covers so we can touch it to open. We would definitely purchase from First Impressions again.

Lou A.

01/03/2021 12:00:00 SA

The gate exceeded my expectations. Installation was safely and professionally done. Would use them again.

Allan L.

8/24/2020

I loved that they observed all of the COVID-19 precautions. Everything went well except for a few scheduling snafus which I think should could been handled slightly differently. Other than that the quality was excellent and I will definitelyrecommend.

Jerry A.

1/31/2019

After my first discussion I came to the conclusion they are not trustworthy. More so as the discussion continued, it became clear to me that their intentions were not going to work with what I wanted in a metal courtyard gate. We concluded the discussion. The conclusion was, best that we not do business together since I didn't trust them.

In my experience, it's a waste off time to schedule an appointment with First Impression Ironworks. My First Impression was a BIG BAD Impression.

James R.

8/19/2021

This company manufactures a quality product and provides great customer service. They installed iron RV gates and a security door. The service people were professional and friendly. Because the gates were so heavy they had to install 4x4 iron columns and place then in 4 foot deep concrete. The gates look beautiful and add a degree if elegance to the property. They are not cheap, but in my mind the quality justify's the cost.

Charles M.

11/20/2020

Had a small issue with a door handle on the back gate installed by FI. I called their customer service to order a new handle ... should have known their customer service ethic was too high for me to just order a new handle. Nina asked that I send photos of the issue and within two days I had two of their crackerjack technicians out. They explained that one of the posts had settled and needed to be righted ... they did that, replace the damaged handle, and were on their way. So kudos to Nina for helping me out.

Just have to say that I had a significant amount of work done inside the house and outside by FI. I have always found their technicians and sales people to be the utmost professionals. The quality of their work is outstanding: indoor stair rails, outside stair rails, outside gates, and an outside spiral staircase!

Stephanie A.

11/09/2020 12:00:00 SA

I absolutely love my screen door. I ordered the Jazz design and it looks so good!!!!
Sales rep was so helpful in helping with color and style. The guy that came to install was very professional and knew exactly what he was doing.
Installation of the security door was done nicely.
I would definitely recommend anyone to First Impression.

Laurie A.

2/25/2020

I am so happy with my new security door. I loce that my home can have the breeze going through!! The whole process was easy and installation was great. The door was installed within a few hours and it looks awesome!!!

Brad D.

06/05/2018 12:00:00 SA

DO NOT BUY FROM THIS COMANY! I am a CEO of a company in Colorado and I don't like throwing other companies under the bus; however, First Impression has the worst customer service of any company I have dealt with in 35 years. Purchased an iron door ($10,000) and the packaging was truly horrendous. The iron door frame was bent, not enough screws for installation, along with numerous scratches. The door is useless. I have emailed and called this company over a dozen times asking for help, but I must be on a do not contact list because NO ONE will respond to our issues. They hope I will go away. News flash ... I am not going away. My advice to you: stay away.

Rebecca O. Message me your email and I will send you all my information. I'd be surprised if I ever hear back from you.

Julie r.

06/11/2018 12:00:00 SA

Avoid these people. Their idea of customer service is you are wrong we are right and we don't care if we made a mistake.
The sales person told me, no problem we do this all the time. He was over the top with how competent they were with my type of walls. Apparently there was a problem. Their solution is for me to put the latch on the outside of my gate. So when I want to go out, I need a step ladder so I can lean over and unlock it from the back side. How do you think that will look with the padlock on the outside? The customer service Jennifer manager's idea is well you need to replace your wall then it will work. She refused to problem solve; just put the latch outside that's it.

Just know these people are hostile if there is any issue even if the salesperson promises it all great.
Do yourself a favor find another company.

Travis S.

12/03/2018 12:00:00 SA

My new door was just installed. It really changed the look of the front of the house and my wife and I (more importantly my wife) love it.

The installer was Matt and I think his last name started with a B. Ask for this guy to install your door. Showed up early and was done in an hour. I liked him so much I invited him to do Christmas caroling at my house in a couple weeks.

I am a little ways away from doing it, but I will definitely have them install my RV gate.

Thanks for taking the time to read this, good luck, and Merry Christmas.

Yvonne M.

12/23/2019

I am currently locked IN my house because the latch on this door has failed. When I have reported this problem to the company in the past they have stated that I will have to pay a service fee to have this looked at. I have had problems with the latch/ doorknob from the beginning. I would not expect such a catastrophic failure from such an expensive door. While it may look nice, it doesn't serve it's purpose.

UPDATE: I did get a response from Melissa at First impression 24 hours later who advised that the lock set was not under warranty, that they no longer carry the lock set and If you need us to come and get the door open we can do that, but you are not under warranty and the cost is $95 service fee.

While I appreciate Rebecca O's response, I do not know how to message her directly. Furthermore, the delay between my issue and the company response AND the offer to charge me almost 10% of what the door cost does not make it seem to me that the company takes using a latch that locks someone in their house very seriously.

I am still appalled that this company would chose to design a door that uses a specific latch set that does not stand the test of time egregious. It appears to me that the contract for the latch set went to the lowest bidder. I did not have the opportunity to choose the latch - to comparison shop and ensure I had one that would work for me. I was never able to use the key outside my door to lock it. The screws around the mortise were alwaysloose and would cause the door to stick. Replacing the latch is also more expensive and complicated than going to Lowe's and buying an Schlege replacement. This is a company that does not stand behind their product.

Thank God my inability to get out of my house only resulted in my inability to get to church and not in further injury or catastrophe - could you imagine if there had been a fire I was trying to flee?

Kathryn B.

6/19/2019

We decided on First Impression Ironworks after doing some research and are so happy we did! They are an excellent company. The entire process from start to finish was exceptional. Our door is beautiful and we get so many compliments! Shawn Frazee was an excellent sales rep. Brett was our fabricator and did an amazing job, Richard did the tech install and was great. Adam performed the inspection a few days later. He made sure we were completely satisfied with the product we received! During the entire process we were always kept totally informed. We would highly recommend this company to family and friends!

Lauren M.

9/28/2018

We had a great experience from start to finish with the folks at First Impression. We learned about them from the home show and asked them to call around end of August. That they did!! Michael Cordes was our rep and a pleasure to work with. He was able to give me an idea of what the doors would look like installed on our house. The turn around time was so quick and it looks so good!! We get compliments every time someone comes over! He was able to match the colors perfectly! Thanks Michael and team!

Jason K.

06/05/2018 12:00:00 SA

Great end product but a painful project. The salesman came to our house and help us select a door and gate. When the installer came to put them in, he put the gate on backwards. He said the gate was made incorrectly so he had to put it on that way.

The gate was made correctly but now we needed installed correctly. The was weeks of back and forth. They wanted the sent out the same installer but I refused. The also were not good at returning my calls so I had to go down to the showroom.

They finally sent a competent installer to install the gate the right was so we are happy now.

Micheal G.

04/12/2018 12:00:00 SA

Ever since I got my gates installed from first impression it's been a major issue poor installation poor quality they spray-painted over some hinges on my gate to match the paint after six months of being in the Phoenix sun it is faded horribly they will do nothing to help the situation I've called and left several messages over the previous month including sending in emails today I was told by Bonnie that if I'm going to place a complaint online she won't relay any of my messages well thank you first impressions for giving me a lasting one that sucks!!!!!

Jody S.

7/16/2020

I have been beyond impressed with this organization since the first time I reached out for a quote. The quote process was amazing. No pressure at all from Michael Cordes. He came over and showed us all our options and left with a no pressure feeling. He emailed me that day to follow up on everything we talked about including what would be needed for my HOA. I submitted everything to the HOA which instantly got approved because it had everything needed thanks to Michael. Today was our install. Even more impressed. Our installer Richard Kenyon was on time. Went over everything with me. Did an amazing job! It looks like this door was built with our house- it looks amazing. I highly recommend this company to anyone looking for a security door!

Richard J.

1/24/2021

Great Buying Experience. Zero customer service. Had a defective lock, less than a year old. We don't fix locks. Like a car dealer saying we don't fix engines. Ridiculous. Fixed it myself with a cylinder sent from Kwikset. Beware

Michele B.

06/07/2021 12:00:00 SA

They have very high quality of furniture and it looks amazing. It is custom made just for you. The customer service is wonderful. They are always available and they answer any questions you may have. They are very expensive and the time to make the furniture is at least 2-3 months. They were also late on their delivery date. By a week. The gentleman who put the furniture together were great. They were quick, on time and precise in making sure the furniture was perfectly placed. If you have the money I would highly recommend this business.

Wayne L.

11/04/2019 12:00:00 SA

Quality door, very unprofessional company.
called them and set up and appt. to have them come out and measure. was originally told 3-4 weeks from order to installation.
We had a sales rep. come out and sure enough, we ordered a door. Rep told us that it would take 7-10 days to fabricate and do install(lie). They were very slow and the door we were having made was not super intricate. 6 days after we ordered the door, we received an email saying that it would still be another full week past the date representative promised. Now the day that we had the install planned for was going to be on a day we were out of town. We were told that we did not need to be present to have the door installed(lie). when ordering the door we were told that the installer would do his best to re-key the new deadbolt tumblers to our existing keys(lie).
upon the morning of the install, i received a call making me aware of the time he was going to be there. Told him I was not there but he could leave the keys with the house sitter. He said he needed access to opening the door several times to ensure proper fitting. Both the sales Rep and scheduler said differently.
upon completion of the door being finished, i received a picture. It looked fantastic. I asked him to go ahead and re-key the new tumbler to match existing keys. he said under no circumstances was he allowed to do this. said it was against company policy. Yet the sales Rep states it can be done. (Took under 60 seconds to do BTW).
like I said, the door quality is great. We are very happy with that, The verbal service and knowledge of everyone else, not so much. While I like the product, I will probably use someone else next time.

Vickie H.

4/14/2020

I just purchased my fifth security door from this company. (yes I am in my third home in the East Valley). If you are looking for security door for your home this is the company to buy it from. First Impressions is a great local company and they know how to work with HOA guidelines. They do top-notch work and you'll be happy with the door that you choose from them. My salesman Micheal is very friendly and knowledgeable. Check them out and get your free estimate.

Katrina L.

11/13/2018

We just got our new security door installed by First Impressions Ironworks. We received many recommendations for this company, and we are happy that we listened. We are so impressed by our sales person, Gary Stephenson. He made the process very easy and really took the time to explain the workmanship that goes into each door. The timeliness of choosing the door to installation was incredibly quick and quality of our door is astounding. We are so happy with our security door and we hope to enjoy for years to come.

Cheryl T.

06/02/2021 12:00:00 SA

We scheduled a meeting with a salesman to give us an estimate for a security door. The salesman was on time, which is always a plus, and spent an hour or so talking about the doors and measuring the space. Delivery took si MM x weeks. The man who installed the door was great, he really knew what he was doing. We love the finished product. The paint we chose matched our house trim and the door is solid, well worth the price we paid. We highly recommend First Impression Ironworks.

Natalie G.

02/01/2018 12:00:00 SA

BEWARE!! Beautiful work if you like what you Didn't order! First Impressions made my custom security screen door incorrectly. I made the mistake of paying with a check upfront to lower my cost. Can't get my door made as agreed upon in my paid sales contract nor can I get a live person to call me back to resolve. Errors can happen but what differentiates a good business is how they communicate and help to resolve their error. Multiple calls and an email to the company leader Tim Cornelius with no resolution.
How does this company have an A+ rating with the BBB? I wish I had read their FB reviews before I contracted this company. How has this locally and family owned entity stayed in business since 1995?

Chad H.

1/15/2016

If you want to change the entire look of your home, change the front door. We went from a double wood entry to a custom iron and glass door that had our neighbors envious in the best of ways.

Ordering is a breeze. The rep arrives at your home with door color palettes, glass choices, and examples for you to draw inspiration from.

Six weeks later we had our gem of a front door. The pictures speak for themselves. The install was spot on. Flawless, no mess, top notch. Some of the finest craftsmanship I have ever seen. Our only hitch was the glass vender had some quality issues which was taken care of by First Impressions. Well worth the cost.

DeAnn R.

7/17/2018

5 stars for the sales people, installer, and product! 1 star for person answering Customer Service calls. I would have given 5 stars except for the Customer Service issue.

We had a very positive experience overall with First Impression Security Doors! From the showroom in Mesa, AZ to the install - everything was done professionally with the exception of the person answering the Customer Service number.

The product has great workmanship and is a sturdy, yet attractive door.

The only issue we had (which was quickly remedied) was the incorrect deadbolt system. The door did not have to be uninstalled; the installer came back the next day with the correct deadbolt insert.

The Customer Service call (regarding the incorrect deadbolt) was answered by a very defensive and somewhat abrasive person, but the sales people and installer we worked with were great.

We love our security/screen front door and have had many compliments from visitors. We have and will continue to recommend First Impression!

Tom D.

01/12/2021 12:00:00 SA

My door was installed about 8 months ago. I love the door quality. Not cheap but a great door. I have one complaint. The door closer cylinder is worn out. So it slams all the time. Customer Service said they would fix it but they have no plans to come up with a newer heavy duty cylinder. So looks like after it wears out again I may have to re engineer their product. Like I said well made door with ineffective closer cylinder. Plus said the normally don't warrant the closing cylinder... no where does it say that on the warranty.

Scott P.

3/26/2020

Had First Impression Ironworks install a security door on our front door. Was handled in a timely manner, well built, excellent customer service at every step, including cc from Matt and the team.

Leigh F.

2/22/2021

We had a little trouble getting our initial consultation scheduled and it was a bit of a wait for install (custom fabrication and a busy client list are good problems to have!), but we couldn't be more pleased with the customer service and quality. Plenty of design choices, including several that met and exceeded our design wishes and expectations. We've already had several compliments, and are happy to recommend First Impressions.

Marty K.

10/19/2017

Well, after my last Yelp review I got a response from Tim, the previous owner, who apparently still has a financial interest in the company he sold. He generously offered to have them repaint my door for $100!

I arranged to drop the door and frame off at their facility in Gilbert, and they even helped unload it, so they knew what they received. Told me it would probably be a week or two, which was fine. After a week, they had a gal call to tell me that the rust on the steel portion of the frame was excessive and they would have to rebuild the frame for another $150, but the door itself was fine. I reluctantly told her to proceed, then got a call several days later stating the door was also very rusty and it would need to be sandblasted off site and it would cost another $450-500 !!! At this point I cant even believe they have the audacity to call me again with more bad news. It's not as if this door has been in a water laden environment. It's in a very recessed area of our entry.

So I tell Jennifer in Customer Service that I will once again pick the door up and handle the re-painting myself. When I arrive to pick up the door at the prearranged time, I load it into my truck and ask about the location of the hinges, locks and screens, etc. They have the screens, but cannot locate the hinges and locks, then run around for about 15 mins. And finally produce new hinges and associated hardware. But are out of deadbolts keyed on both sides and only have the type with a lever on one side and key on the other. Told her it doesn't really make a door very secure if cutting bug screen gives people access to the lever on the inside of the deadbolt!

Finally they have another gal call me a few days later and she says the new owner, Mark, has made the offer to give me a whopping $300 off a brand new door! After all this, I get in effect, the same $300 coupon they put in Val-Pak mailing after all this hassle! Be prepared for the worst customer service you've ever experienced!

Darlene S.

04/10/2020 12:00:00 SA

Ordered sunscreens a few years back, they are still perfect..today I had salesperson George Thomas give me a quote on patio doors.. He was knowledgable, careful wearing masks, and professional. I ordered two new sunscreens for my patio doors.. I highly recommend this company.

Anya H.

7/26/2018

UPDATE:

After moving into a new house recently, we decided to contact First Impressions to get another security door because we missed the one we got from them on our previous house. The process was just as smooth as last time, we had our consultation and door installed in just 3 weeks.

Flo and Diante installed our new door today and did an amazing job. They were both so kind and arrived exactly when they said they would. There is no mess I have to clean up outside or inside, everything is spotless. I can't believe how great the door looks!

Thank you so much! I will forever recommend First Impressions and will continue to use them for future purchases.

Very satisfied with First Impressions! We decided to get a security door for our house and when we looked at their website they had so many different options to choose from! The installation was quick and Jacob did a great job and was very informative. We are so impressed and would highly recommend this company.

Scott B.

11/01/2017 12:00:00 SA

We had a courtyard gate installed and the install was done wrong due to the salesperson not correctly detailing the order. And trying to get it fixed was extremely difficult because it took so long for someone to return a call, as the process needs to go through multiple departments. The person who handles issues with installs is a separate department, and according to him, fifteen people needing attention are ahead of me. In the end, they refused to make it right without charging me significantly more.

Read through the reviews and you will see a consistent trend - incentives for 100% of money up front, poor installs, horrible customer service.

Jack S.

06/12/2017 12:00:00 SA

Well, a trend appears to be forming. Quality of doors themselves are top notch. But that's it. We were warned of their customer service beforehand and still decided to move forward (I know, our mistake). I even brought it up with our sales rep and he said they have made some positive changes and things were going great. So we did it. Please, coming from someone that just paid them just under $10K for a gate, a door and two rails, go somewhere else. Learn from our mistake. Their business model will most certainly not hold up over time, not at this pace. Our primary cause for frustration and lack of faith in them resides with the aftermath of installation. You would think for a company that prides themselves in quality iron work, the same would be true throughout the entire process. The carnage they left behind at my house is not worth the doors. I will now have to pay someone to come and fix all the damage they caused upon installation because they don't cover it. Yes, it states it in the fine print that they don't cover any reasonable damage to your stucco, paint or home during installation. reasonable? Who decides that arbitrary definition? Well not you as a consumer I can tell you that much. People want so desperately to just have an amazing experience from start to finish, but it's becoming harder and harder to find companies with those values and operating beliefs. If you've read this far, that means your are interested in iron gates/doors. Keep searching, take heed to those of us that are telling you what reality is like with this company. Yes, they may get 1/4 right, do you want to risk your money to be one of the lucky ones? I wish I hadn't.

I do have an open case with customer service, they are hiding behind the contract stating they don't cover these things. Even said they shouldn't have tried to repair anything. But they did, and they did it wrong. And now not only do I have to pay someone to fix their work, but to undo the crap they did and redo it the right way.

The attempted to mount the gate in the wrong place and it wouldn't open properly so they had to move it, causing more damage that they don't cover or repair. Makes sense, right?

I hope in the long run they step up and do the right thing, based on all the reviews I e read here and other places it doesn't sound like they will. But if they do, I will update accordingly. Stay tuned!

****UPDATE**** 7/20/17

Have been working with Phil and the service manager and have been incredibly impressed with their attention to service and making things right. While we're not done yet, I'm incredibly confident they will see this out and do the right thing. It appears that these are growing pains for the company. There is no doubt of the quality of the doors, they are incredible!

Chris G.

03/02/2021 12:00:00 SA

I highly recommend First Impression Ironworks because of their customer service. Jennifer was wonderful setting up our appointment. Our technician, Gus honestly saved the day by getting our gate installed before our open house. We were so thankful that everyone did such an amazing job! Thank you!

Gabe P.

6/13/2018

Just had a security door installed and was very pleased with the quote process. Selection, and final price. Today it was installed and exceeded my expectations. Extremely high quality and install went flawless. Very pleased.

Lori P.

04/10/2018 12:00:00 SA

I purchased two doors through First Impression. 1 was an Iron Gate for our Courtyard and the 2nd was an iron Security Door. The Iron Courtyard Gate was delivered on time and is beautiful. The Security door was installed but while the installers were still there I noticed it had the wrong handle, we had an upgraded handle and they had installed a typical door handle. They had to remove the door and take the door back to the shop to have the correct hardware and other modifications made. This 'fix' took roughly 3 weeks.
when installation was scheduled we weren't contacted to verify the date. unfortunately it was a Saturday, the installer never called with a time window as he was supposed to so that apt did not work.

another appointment was made (3rd apt) and again the Installer never called with a window. I called the office and finally got a timeframe. He did arrive on time, installed the door, but the security screen was the wrong size and he didn't have touch up paint.

So now, I am waiting on my 4th apt, again, no call from the technician with a time frame and I can't reach anyone in the office.

So Yes, they make a beautiful door, but their service is terrible and unfortunately one impacts the other. Not happy. I was going to have them make Iron Window Guards as I have a Spanish Style house, but i'll rethink using First Impression given this experience

Michael G.

2/18/2021

The door is great, the customer service area is a joke. The First Impression is the door, the Lasting Impression is the service. Ironic, I had a friend ask me about our door today, and how beautiful it is. Yeah... Be warned. Go elsewhere.

Kathryn L.

11/07/2017 12:00:00 SA

I ordered my very expensive security door back in May. The frames (inside and out) did not fit. Technicians have been out multiple times. Weather stripping is coming off, and other things are incomplete. Several appointments were not kept on their end. I am hoping to have this resolved soon.

I purchased a door from First Impressions a few years back and have been very happy. I don't know what happened to the company. I am still hopeful they will resolve these issues.

UPDATE : Nov 7. I am updating my review because I now have my door issues resolved. I would give them a three, but went with four stars because the company did keep coming out until all issues were resolved. A big thank you to Jennifer (someone who works in the office) who instructed me on how to make the door open with a small adjustment with a screwdriver. Thank you to Ben who got an earful more than once, but kept techs coming out till the job was done.

I am still disappointed it took sooooo long to have all the issues resolved.

Bret S.

9/25/2017

****UPDATE to my UPDATE****

After weeks and weeks of no response and then back and forth, my security screen door was finally repaired and installed correctly. I dealt with Ben, who was extremely friendly and professional during the entire time that I interacted with him. As I said from the beginning, the look of the door was great. The problem was that the hardward/screws for the door were all wrong and the colors did not match. It took way too long to get it corrected, but once it was the final outcome is the look that I paid for and expected.

I give the company 3.5 out of 5 stars on my final review. The loss of stars is based on the horrible experience of trying to get in touch with customer service. It took multiple phone calls and a trip back to the sales location just to get anyone's attention. Once I had Ben's attention, he made me feel like my business mattered.

My hope is that the company learned from this and stops outsourcing their customer service calls to a third party or actually better trains staff who take calls to be more pro-active and responsive.

If anyone wants to use this company in the future, you will get a high quality and impressive looking security door, but just make sure you get a customer service number that connects to someone like Ben when you place your order in case an issue does come up. I believe that Ben really wants to make things right and keep his customers happy.

Johanan L.

05/07/2018 12:00:00 SA

The best. Solid, functional and extremely beautiful
security doors installed perfectly.

Barry B.

6/19/2020

Get ready for no return calls and no one ever trying to fix a problem, I got a door from First Impressions in 2017. From the start the lock was very hard to lock and unlock. I called and never got answer back. 3 years later still not working well, I finally got ahold of someone and there reply was 'Locks are not covered well I purchased the lock from First Impressions. They said contact lock company, no name on lock and First Impression couldn't tell me the information. It seems to stick on the jam (that would not be the lock) DO NOT USE this scam company, look at all the bad reviews.

Lorri C.

3/20/2017

We went with this company because many people were using this company in our neighborhood and said they had a great experience. First Impression is all you get the first time around. Came back for two more doors and screens and it's has been very painful. Doors were installed without the screens. Installer left a mess and didn't clean up after install. Screens were damaged, scrapped. Looks like they picked them off of a foreclosure home.

Their customer service is below par. The doors were installed on the 15th along with the screens and have yet to get a phone call. I, the customer have had to do all the calls. John Garrison is the supposedly VP of production. I get no resolution. They give me a headache. Told them their quality was horrible and they need to replace or take these screens back. Their customer service manager Jamie is rude and never just listens. Bottom line, customer service is key and they blew it. Just hope the door doesn't fall apart. Maybe by Christmas I will get the right screens and ones made with love.

Ben G.

05/10/2019 12:00:00 SA

UPDATE!!!!

I responded to the request to provide information so First Impression Ironworks could have their customer service reps reach out to try and resolve the situation. I replied with it and they have not tried to reach out. I gave them all the info they requested and nothing. The responses they give are just an act to try and get people to believe they work to resolve issues, they do not. Keep away from First Impression Ironworks at all costs. You will over pay for inferior products and poor service.

Ryan S.

6/14/2017

So far not impressed. Adam our sales rep was very knowledgeable and friendly. We started off on a high note and after paying for our door 100% upfront we were extremely excited. We signed the contract on 5/4/17 and were told it would be three or four days to receive our CAD drawings to approve. We received them on 5/12/17 and approved them right away. We were told they would call to schedule the install in 2 - 3 weeks. On 5/31/17 we still hadn't heard back so we emailed the Builder Services department and they said they could schedule the install on 6/14/17. It makes me wonder how long this would have taken if we hadn't contacted them. The install date was further out than we wanted for a pre-manufactured door but they told us 4 - 5 weeks total and this was only slightly longer so no big deal.

The day before the install we still had no communication and were getting nervous since most companies want to make sure the homeowner remembers their install date and that someone is going to be there. Also confirming the time window is nice. I get a reminder call the day before from my Barber. It seems like doing the same for a $3,000 front door would make sense. My husband reached out to Adam who was out of the office but gave him a number to call. He called and left a voicemail in the morning. No one responded. So I called the store who directed me to their install coordinator. She told me I was on the schedule for the next day and that the tech would be there around 9am. She also told me that they don't confirm with clients in advance. Before calling I had also sent an email to Builder Services again and Jamie informed me that the tech would be here between 10am and 12pm.

Experience has taught me that when YOU have to do all of the digging to get info from a contractor, it's not going to happen. But they assured us everything was set and the tech would call us when they were on the way. Since of course we had already taken time off work to be home and also setup another contractor to maximize our day off we kept the appointment. As predicted, the tech called in the morning about 8:30am to let us know that the glass was damaged and they could install the door with a wood barrier (it's going to be record high temps in the next few days) or reschedule the install when the glass arrives in the next week. Which of course we will probably have to follow up on ourselves since communication is seriously lacking at this company (with the exception of Adam the sales rep).

-----------------
We might bump up the rating depending on how the experience goes from here but our experience so far tells me not to get my hopes up. So if the glass takes another week to arrive and then we have to get BACK on their installation schedule our 4 - 5 week timeline is now at 6 - 8 weeks. And this isn't even a fully custom door. Had there been a proper QC process in place they might have noticed the defect in the glass BEFORE our install date and avoided a lot of heartache. But since we got not call before and other reviews stating the same thing, I don't think that the glass had a defect, I don't think the glass was ready and they are telling lies at the last minute to cover their tracks.

UPDATE ---------------------
Just got a call from the owner Tim. He was excellent on the phone and actually took the time to listen to the issues, took ownership and told me what he was going to do to fix it. It's amazing what just a little contact with a human being instead of voicemail will do. We are back on track and feeling much better about things moving forward. I feel confident that Tim will be there to fall back on if any other issues arise. At the end of the day I just want a company who is willing to stand behind their product and not run away from issues. Thanks Tim.

Dave N.

1/13/2021

Excellent experience with First Impression Ironworks. From first meeting to install all went smooth and the quality is second to none. Very happy with our choice and would definitely use them again.

Sheri B.

3/15/2017

Ordered a door in November to install the end of January. Installed damaged and not taken down at installation. Quote the installer someone will come out and fix it and he left. MANY calls to customer service yielded no satisfaction. Finally they were suppose to remove the door on Feb 15th and reinstall it after repair. Never removed. I returned March 1st and the door scratch still present. Finally taken to shop on March 1st with a reinstall date of March 15th.Not ready Now a reinstall on March 20th. Did not prioritize this repair. Paid in full by check with no recourse. Frame if removed will show stucco damage. Family owned. What a laugh with no customer service I can't recommend. Just reinstall my door with or without the scratch I don't care anymore
Just buyer beware if you use them

Shannon P.

02/09/2018 12:00:00 SA

2 years strong and still love my door. With the amazing weather it is so nice to have the glass open and to enjoy my beautiful front door!!!! Such a great company and beautiful product!!!! I'm ready for my next purchase from this amazing company. They were so helpful.
Thank you!

Marcy A.

10/18/2019

We moved into a new home that had an old wooden gate that looked horrible. We had the exterior of the home repainted, but the gate stood out as atrocious. We contacted First Impressions along with others and they gave us the best quote. The gate is beautiful and the workmanship is great. The workers were personable and professional and the finished product adds beauty to the home. I would highly recomment First Impression Ironworks.

Dianne S.

11/06/2019 12:00:00 SA

I hadn't intended to get a security door when I called First Impression (thinking I wanted an entry door), but when I saw how beautiful they were and reasonably priced, I placed my order and was pleasantly surprised about how quick the process was and how gorgeous my new door is.

Garrett C.

12/17/2020

Bought a great custom gate years ago. Owing to a water problem, the post of one side needed to be replaced. I called them back and got really quick professional service as they had the old records and a great installer, Jacob. He ran into a serious problem when the stucco wall the gate attached to was crumbling in critical places. Much extra time and work, but he got it fixed with no complaints, and a cheerful attitude. I couldn't have asked for a better job or more professional staff. And that includes Jennifer, who answers the phones and seems to make everything happen.

Joe R.

1/29/2019

My parents requested that a salesman come out for a quote. I was unable to attend, but assured them that we would review any proposal together. While the salesman was there, my mother texted me very stressed out. It seemed that the pressure that he was applying, was not what they had anticipated. He told them that if they didn't agree then and there, that the pricing he was offering would no longer be available.

With that, I called the office immediately. I spoke to the manager. I believe it was Rebecca, but I do not recall 100%. At the time, I wasn't going to write a review until they had an opportunity to remedy this situation.

The manager I spoke to sounded legitimately apologetic. I think that she was aware that I had been in sales for over 25 years. She even seemed a little embarrassed. She assured me that this was not typical behavior for this salesman, and that she would surely call me back later that day after she had time to speak with him. Two and a half weeks has gone by...everytime my phone rings, I pray that maybe...just maybe...it might be her. Of course I am kidding about that. But I am not joking about the fact that this manager has not bothered to call me back. It seems that she really didn't care.

I am a local Real Estate Agent. These people will not only NOT get a recommend from me...I will be certain to make sure that my buyer/sellers steer clear. The salesman is one thing. The manager being too busy to bother calling me back is beyond reproach.

Change the name to Worst Impressions. That pretty much sums it up.

Terri P.

12/06/2019 12:00:00 SA

We have gotten 2 entry doors, railing and are now having 3 gates installed. We are happy with the timeline, quality and help in all aspects of the purchases. We had heard a couple of scary stories about installation but we loved the quality of the doors so we stuck with it. We couldn't be happier that we did. We have referred 2 other people there since then.

Amy R.

09/04/2019 12:00:00 SA

When we walked into the showroom, we had no idea what we were expecting...first of all, we had a budget of what we wanted to spend, but after looking at the doors and speaking to the gentleman at the store, we picked the security door we wanted. Obviously, we went way over our budget, but the truth is, we got a very premium security door. It was well made, heavy duty and was installed within a couple of weeks and it added so much to the look of our exterior.

Marianne R.

8/18/2021

My husband and I contacted First Impression to purchase a replacement front security screen door. Customer service was excellent, with immediate scheduling for an appointment within 5 days. In the interim, we visited the Scottsdale First Impression showroom to look around and get an idea of our options; the representative was informative and pleasant. George Thomas, Design Sales Consultant, came to our home yesterday to take measurements and provide an estimate for a custom-made door. His service was outstanding. He arrived promptly, was well prepared with information about our needs and options for style, color, material, lock choices, etc. Mr. Thomas demonstrated strong knowledge of the product and process, as well as outstanding communication skills. He was friendly, respectful, and efficient: a true professional. We look forward to installation within 5-6 weeks and many years of enjoying a high-quality product.

Syd A.

11/25/2019

We love our screen door! From the salesperson to the selection of styles to the installation everything was up to the best standards! Not only does it add to the appearance of our home and screens out bugs, it also adds another level of security!

Bill G.

9/29/2017

Wow! We love our new Front security door. I can't speak to any other reviews here, but can tell you in our case we got a high quality door from a first rate company.
Brett was our sales consultant, he came to our home, showed us options and samples, never applied any pressure, was super cordial and helpful.
We called him the next day, he sent the paperwork and we placed an order.
3 weeks later and we have our beautiful front door installed, just in time for the cool weather coming our way.

Matt installed the door. This young man is top notch! Very professional and meticulous with the install. I'm very picky and a pretty good handyman so it's always hard to watch someone else working on our house. But believe me when I tell you Matt was awesome! He answered all the questions I had, gave me some good tips and super cleaned up the area when he was finished. I can't tell you how many times I've gone around after a service call and cleaned up after the tech leaves. Not with Matt. Super impressed.

I've read some other reviews and see were some have been less then happy with the customer service. I can only speak for myself and other then a small communication glitch, when trying to verify install date the whole process went very smoothly. I understand they've recently changed their phone operations and can only surmise they are working out some bugs?
At any rate, this company is top notch above board, and we couldn't be happier with the service and the end product.
We love our new door!

Jenny L.

11/08/2020 12:00:00 SA

The process was smooth from beginning to end. Jim was knowledgeable, helpful and on time. He was a great contact throughout the process. Installers were knowledgeable, professional and did a wonderful job. We LOVE our security door. Definitely would recommend and use again!

Rob P.

10/06/2017 12:00:00 SA

Just moved back to Gilbert, and got a referral to First Impression from my parents, who were a past customer. We went in, really liked their products, worked with our salesperson to get a timeline scheduled for our brand-new house which was completed at the end of September. We ordered near the end of August which was supposed to give us enough time to have our door installed during the first week of October.

Everything seemed like it was going fine, the door looked beautiful when the installers came and in fact they were an hour ahead of their scheduled time of 11am. That was Tuesday

Five hours later, and seven holes in my brand new door frame later, they had to abort. The door simply wouldn't close. The installation team was excellent, walked me through the whole process and in fact they did more than I would have thought possible at the time. Very cool.

Now, they had an installation manager or engineer / some kind of tech come out and work with them on the whole the door isn't closing' issue. Also pretty cool. But the bowing on the frame was such that it was too close to the adjoining part of the frame (near to the top) to be able to bend the frame out, so the installers had to take it back to the shop. No problem.

Call my salesman around 4:30, he files a support ticket for me.

Get an introductory call at about 9:30am Wednesday, asking me to send pictures of my chiseled-through door frame (at the time of this writing, Friday 1pm, I have owned my house still for less than a week). I do so. Thursday, I call to ask for a status update, and she basically tells me that she's still trying to get feedback from the installation department.

Friday at about noon I call my CS rep and leave a pretty upset message at this point. At this time there have been no calls to tell me what's next, no updates, no offers of a discount, no communication. She calls me back about a half-hour later to tell me Your door was submitted for rework at 4:52 last night, after I had left and he didn't tell me. This is our busy time of year so it's going to take a while for production, probably 2-3 weeks.

Well what are you going to do to make this right?

We're going to put your door in.

Two or three, well even if it's done in two weeks now it'll be three weeks late -- three weeks late?

Well I'm sorry sir, but I can't really do anything about that.

Who's your immediate supervisor? Who can I talk to?

Well I'm just a Customer Service Manager, I have a lot of immediate supervisors but they're all at lunch. (This must be the most bizarre organizational tree ever).

Where is the apology? Where is the We're going to expedite this so we get it to you as quickly as possible? Where is the offer of a discount? Where is the offer to FIX MY DOOR IN THE MEANTIME?

What is the deal you guys? Why is this so difficult?

Barbie H.

8/16/2017

We are experiencing the same kind of in-Customer Service. Unfortunately, our Sales Rep, Greg, has NEVER been responsive. Only if, and only IF, I get a hold of his manager. Our initial measurements were made, NO CAD drawing follow-up was never set up?? After countless voice mail messages, our ?Rep? Greg?? Returned our call and commented how I had called in!. He re-measured again and we secured our process with 100% payment in FULL ($6400.00). So we could get that 2-3% discount. The install was supposed to be 8/1/2017. They arrived with the gate being off by 2inches... Some engineering, eh??

I happen to be an Area Manager for a Biotech company and could not let 1 of my Cancer Patients encounter 1/10th of a nightmare we have been through??

After 2 weeks of trying to get a hold of someone?? We happened onto a Michelle that was going to research this?? Finally a return call, our gate was in the warehouse just sitting there because no one knows what to do with it?? Could SOMEONE please call us??
Unhappy in Paradise Valley..... Waiting to have our Housewarming Party??
Barbie and Ken Hatzenbiler
602-469-3792

Tim T.

11/12/2016 12:00:00 SA

After identifying some initial concerns we had with the install of our door - First Impression Security Doors worked with us and did a fine job correcting the concerns we had. The end product is fantastic and we are thrilled with our new iron entry security door!

C I.

10/22/2019

We had an iron front door installed today and we could not be happier! Mike , our sales contact measured perfectly, making changes to the design was fast and easy and our installers,Jorge and Eddy did a perfect job. Thanks to all. Great Job!

Samantha S.

8/22/2020

What a wonderful experience! The salesman explained the process to us and was not a pushy salesman. We wanted a simple front security door and that's what he showed us. The prices were very competitive. We had shopped at Home Depot first and was told we would have to pay an additional $600 for them to put a frame on our stucco because we did not have one. First Impressions was able to install right on the stucco. I would recommend this company to anyone.

Chris S.

10/13/2020

First Impressions is awesome. Beautiful, well-built door, professional company, knowledgeable and professional staff. It does not get better!!

Jen S.

07/11/2019 12:00:00 SA

My husband and I are more than happy with the quality of our gate and the service we have received from First Impressions. Our sales rep was Derek and he's always been prompt in his correspondence with us. He gave great guidance on the design and install of all our gates. He was very knowledgeable and patient. We have a front gate, a side gate and back door gate from First Impressions. They look so elegant and also offer added security. We couldn't be happier with our purchase. We also get tons of compliments from our neighbors. It gives our home great curb appeal and provides an extra sense of safety for me and my family.

Rebecca V.

12/04/2020 12:00:00 SA

We love our door, high quality best installation and friendly service. These doors are a must have it your way.

Lisa E.

8/16/2016

would never ever buy a security door from this company
Had trouble getting return email and phone calls
Simple repair $385.00 and that was without the second service call charge
Would of been less frustrating to buy a whole new door
Customer service? Not

Donna B.

9/27/2018

This is my second and FINAL review of First BAD Impression.
We purchased the same door that is in their showroom. That's is where it stopped. The door in the showroom is a quality controlled door...we got the door that had LOW quality.
We made the 50 percent deposit. The door arrived and was installed . The installers are great...and the repairs that followed were done by good technicians. However, they could only fix...non manufacturing problems...crooked door handle...adjusted the door that was lacking a good fit. Over a six month period, three techs came and did their best.
Now, for the punchline...my husband was out of town during the installation, so, he thought he paid the balance but had not.
The ONLY reason we continued to get phone calls from First Impression was...we owed the balance. I told them as soon as the door was to our satisfaction, we would make the final payment. I was told if I did not pay the balance...further action would have to be taken.... We have NEVER had anyone say this to us. We have had a hundred thousand dollars of maintenance done at our home.
My biggest problem is...we were told by no less than 5 customer service advisors that they were aware of the problem of QUALITY CONTROL.
DO NOT purchase a door from their company unless you are looking for a poor quality yet high priced door.

Katie W.

08/06/2019 12:00:00 SA

The new screen door from Iron Works is a real eye-catcher. I love it and, based on the feedback that I have received, so does everyone else. Who knew that such a simple change, would garnish so many compliments. From start to finish the project went very smoothly. Richard, the person who installed the door, was awesome and very detail-oriented. I would definitely recommend Iron Works to others.

David W.

10/25/2017

When my husband and I were building our home we wanted a front door that would make a statement; and First Impressions gave us that opportunity.
It was style and beauty that first drew us to their doors at a Home Show; but it's the quality and durability of their door that we also love.
From beginning to end the process was easy. The Customer Service and follow-up was just another reason that we went back to First Impressions to order another door for our second home; and they didn't disappoint. I would recommend this company to everyone I know. They are wonderful!

Gale S.

11/17/2016

We recently installed a heavy duty security door on our home in Chandler as well as a new side gate and we LOVE this company! Stan Longfellow was especially helpful in choosing the door we wanted and was able to accommodate our request to have the door and gate ordered and installed immediately. We were very happy with the Security Door installer Chris Perez and Gate installer Jacob Holloway as they were both perfectionists in all things and we appreciated their fine expertise. We HIGHLY recommend First Impression Security Doors for your home. Larry and Gale Sirrine

Jim K.

9/25/2020

We had a wonderful experience with both the final product as well as Customer Service. Jennifer in the office was amazing to deal with when we had some installation concerns - she went out of her way to ensure that we would be fully satisfied with the end product. Jacob measured and installed our security door, and he was also terrific to deal with. Overall a great experience with First Impression Iron Works - highly recommend them!

Jane M.

9/23/2020

Love my gate as the former was an eyesore. First rate installation & follow up. As it is large we're loving the way it makes the front of our house look. Highly recommend using this company

Elise S.

6/19/2019

We used First Impression for our indoor stair railing and could not be more satisfied, with the exception of the salesman we were given. The salesman SEEMED very knowledgeable when he came out for the initial measure, but lacked communication skills and following up with us about our quote. He did not know all that was needed or required to accomplish the project (temporary railing, two days for measurements, and many standards and codes the new rail would need to follow), so better training of the sales team would be to the company's benefit. Despite all the confusion at the start of the project, the installers and builders made up for it and the quality of work deserves five stars. Chris and his install team were professional, worked quickly, and went over mistakes that the salesman made and adjusted them so that our railing came out perfect. The final install was done in one day and the guys made sure it fit exactly right. Our new rail completely changed the entire look of our living space. You can trust them to make you happy!

Mike K.

09/06/2018 12:00:00 SA

THEY SAY YOU ONLY GET ONE CHANCE TO MAKE A GOOD FIRST IMPRESSION

Calling your company First Impression (a bad idea) is almost a 100% guarantee that you're gonna eventually wish you hadn't. It's kinda like naming your favorite pet, LUCKY (another bad idea), an almost 100% guarantee that the poor little beast will suffer a very horrific and untimely end.

I bought an historic house in downtown Phoenix. It needed some security doors installed to deter local druggies/urban outdoorsman. Because the home is unique, the doors needed to be unique as well. So, no crappy Home Depot security doors would do. I wanted elegant and secure. I knew I'd pay more, but I knew it would be worth it.

FIRST IMPRESSION: BAIT AND SWITCH
I learned about First Impression Ironworks through an advertisement offering a discount on certain custom doors. I had a sales rep come out, picked my style and color, and got measurements and a quote. Two doors would run me $950 per door with installation. It was more than I expected, but I figured keeping downtown creepers at bay was well worth the price. I signed the contract and gave the guy half down as a deposit. A week or so later, the install guy came out for final measure and told me my door frames wouldn't allow an inside frame install like I wanted. He said he'd have bolt them to the outside of the door frame and this would cost me $350 more per door for extra materials and install time.

SECOND IMPRESSION: THEY CAN'T MEET A DEADLINE
They had me by the balls at this point and I needed the doors -- and my balls -- so I agreed to an install for 4-6 weeks out. Three days before install, I get a call saying they didn't have the doors completed and it would be another 2-3 weeks before they could come out. Pissed off doesn't even begin to describe what I was feeling at that point.

THIRD IMPRESSION: BAD WORKMANSHIP
The second Install date arrives and they send only one guy to do an install that should've been done by two guys. These doors were big and heavy. After the work was done and the guy left, I noticed a few things that weren't right. All the bolts and screws were visible and accessible on the exterior of the doors. Any first-time home invader with a set of basic Harbor Freight tools and a 5th grade education could easily dismantle them.

The back door framing material wasn't flush with the house in many spots. The top of the door had a quarter inch gap between the house and the frame. Great if you like rain pouring into your house; not so great if you don't. Other issues included: a back security door that wouldn't close properly. A front door bottom that scraped against the concrete patio. A lock cylinder that kept jamming up. Can you guess what my impression of First Impression was at this point? So, I set up a service call to have repairs done. One week in and I had to repair a handful of serious issues I never expected at that price point.

Fast forward a year... screws falling out, back door still won't close correctly, and the front lock cylinder jams all the time. I call for service. They tell me I'm two months out of warranty and it'll cost me 100 bucks. I fight to get the price reduced. A guy comes out and messes with the lock. Puts a missing screw back in and adjusts the back door. Within one week, the front door lock cylinder is jammed again. I pull the hardware off the front door and investigate. The hardware screw hole and the door frame screw hole don't align. Not just a crappy hardware thing, but a crappy workmanship thing as well. Unbeknownst to me, they had forced a screw in at an extreme angle to make it fit. Probably what caused many of the jamming issues.

The icing on my security door cake was when case manager, Tatum Percival, tells me in her best FUZZY LOGIC that First Impression isn't responsible for faulty hardware they put on their doors because they don't make the hardware. WOW! That would be like Southwest Airlines saying they're not responsible for any crashes due to faulty landing gear on their planes because a third party manufacturer makes the landing gear for their planes. Alrighty then! What about the poor workmanship on YOUR product? Anyone on your end taking responsibility for that?

MY FINAL IMPRESSION: An expensive and poorly constructed security door that doesn't keep you secure isn't a security door...it's just an expensive and poorly constructed door. Buyer beware!

*I'll be adding a link to my video review of First Impression Ironworks soon!

Michelle J.

9/14/2016

I had such a great experience from the salesmen to the installer!! What a great company and great customer service! Love that they make the product here in Arizona and hire vets! Thank you for my beautiful front door!!! I love it!!

Taylor 8.

8/27/2018

The worst company I have ever dealt with. The salespeople are amazing but we have spent $10,000 with this company and both installations have been nightmares. Why we bought a second gate after the first is our fault. The first gate was installed uneven and lopsided. You pay $5000 for a gate and they send a $8 an hour guy to install. Trying to deal with customer service is the WORST. Jennifer talks to you like you are a child and gives no help only a condensing voice telling you nothing is their fault. Our gate was hung and then fell off. They re hung it and left it over the weekend. They said it was safe to open. It fell off!!! This is a $4000 gate that takes two men to lift. So awful. Jennifer needs to be fired. She hates her job and is so rude. I hope someone from the company sees this review. We will never recommend first impressions which is sad because the salesperson Gary was very very nice. STAY AWAY!!!!!! It says the owner reached out. They did ask for more detailed information on yelp to contact me. I gave it to them and no one called me. Don't be fooled with a response to my review. No one has responded!!! It's so shocking. We still don't have a put gate hung.

Stacie H.

11/02/2018 12:00:00 SA

I had this company make my custom ordered sun screens for my house. Totally dissatisfied with there service and application of my screens. They were referred to me by a friend who had their screens put on about a year and a half ago. I already had sunscreens on all my windows and door, but they were stained and faded. The salesman, Charles came out, measured all windows, took pictures of all windows, had me pick my color of screens. After the usual negotiations about price I agreed to purchase screens. He wanted 100% payment up front, which I'm glad I only agreed to give him half of the $680. He NEVER told me the new screens would be screwed into my window frames. My old screens were screwed into my house using the little white clips, and COVERED my entire window. I told him we were having our house painted and all the existing screw holes would be filled, so they would have nice fresh areas to mount the screens. Never said they don't do it that way. When they came and installed the screens on the house, unfortunately I wasn't present during the install. The technician was paid the balance due by my husband, who was working and just did a quick inspection. Once I saw the install, I was appalled at the way they are mounted into my window frames, leaving at least a half inch of old, yellowing vinyl frame showing around all edges. They look as if the measurements were short and they tried to make them fit. The guy I spoke to at the office, Ralph, promptly told me that screwing them into the frame is their policy but he would have the salesman contact me. I promptly stopped payment on the check. The salesman came out, took pictures of my screens, then took pictures of my friends house who referred me, and said he would send them in. He did not deny that he never told me they would be screwed into my frames. Eventually I got another call from Ralph, who said it is company policy to install them that way and my friends' were installed differently, since they have fascia board around their windows. If I had been told about this company policy and known that my screens were going to be mounted differently, I would not have hired this company. I asked Ralph to make new screens and mount them the way my old ones had been or come take off their screens and give me my money back. He denied both requests. I even told him I would sign a document relieving his company of any liability in damage to my house. Still denied. I then said I would not be referring anyone, would use social media to inform people of their terrible customer service, and go as far as small claims court. No where in their contract does it say they would be screwing into the frames or that the screens wouldn't cover the windows. Again, the salesman never told me my house would look any different. Ralph told me I should have had our painter paint our window frames, and then we wouldn't have this problem. Really? His only resolution to this was to say if I paid him today, he would take off $100. I DON'T WANT MY SCREENS TO LOOK THIS WAY. DON'T YOU GET IT!!!

If you don't want your windows to look like crap, don't use First Impressions.

Melanie E.

1/23/2017

I had great customer service with every employee that I encountered from the person who set the appointment, the person who helped me select and fine tune all the details, to the person who installed the door. I'm a very happy customer.

Dwennett L.

8/19/2020

The door is amazing. It looked way better than I expected. They came in a mask and they installed the door exactly on time. I can not believe how beautiful my door look and my house has a luxurious appearance. My home now does not look like a cookie cutter, the door added a BIG difference. Very classy.

Nicole B.

05/07/2019 12:00:00 SA

I had my screen door serviced today and the technician Miguel was excellent. He listened to my issues and concerns and fixed all my issues and gave me tips on keeping my door looking good. He will be the person I request for any service needs going forward. A+ service

Jim K.

9/25/2020

We had a wonderful experience with both the final product as well as Customer Service. Jennifer in the office was amazing to deal with when we had some installation concerns - she went out of her way to ensure that we would be fully satisfied with the end product. Jacob measured and installed our security door, and he was also terrific to deal with. Overall a great experience with First Impression Iron Works - highly recommend them!

Jane M.

9/23/2020

Love my gate as the former was an eyesore. First rate installation & follow up. As it is large we're loving the way it makes the front of our house look. Highly recommend using this company

Elise S.

6/19/2019

We used First Impression for our indoor stair railing and could not be more satisfied, with the exception of the salesman we were given. The salesman SEEMED very knowledgeable when he came out for the initial measure, but lacked communication skills and following up with us about our quote. He did not know all that was needed or required to accomplish the project (temporary railing, two days for measurements, and many standards and codes the new rail would need to follow), so better training of the sales team would be to the company's benefit. Despite all the confusion at the start of the project, the installers and builders made up for it and the quality of work deserves five stars. Chris and his install team were professional, worked quickly, and went over mistakes that the salesman made and adjusted them so that our railing came out perfect. The final install was done in one day and the guys made sure it fit exactly right. Our new rail completely changed the entire look of our living space. You can trust them to make you happy!

Mike K.

09/06/2018 12:00:00 SA

THEY SAY YOU ONLY GET ONE CHANCE TO MAKE A GOOD FIRST IMPRESSION

Calling your company First Impression (a bad idea) is almost a 100% guarantee that you're gonna eventually wish you hadn't. It's kinda like naming your favorite pet, LUCKY (another bad idea), an almost 100% guarantee that the poor little beast will suffer a very horrific and untimely end.

I bought an historic house in downtown Phoenix. It needed some security doors installed to deter local druggies/urban outdoorsman. Because the home is unique, the doors needed to be unique as well. So, no crappy Home Depot security doors would do. I wanted elegant and secure. I knew I'd pay more, but I knew it would be worth it.

FIRST IMPRESSION: BAIT AND SWITCH
I learned about First Impression Ironworks through an advertisement offering a discount on certain custom doors. I had a sales rep come out, picked my style and color, and got measurements and a quote. Two doors would run me $950 per door with installation. It was more than I expected, but I figured keeping downtown creepers at bay was well worth the price. I signed the contract and gave the guy half down as a deposit. A week or so later, the install guy came out for final measure and told me my door frames wouldn't allow an inside frame install like I wanted. He said he'd have bolt them to the outside of the door frame and this would cost me $350 more per door for extra materials and install time.

SECOND IMPRESSION: THEY CAN'T MEET A DEADLINE
They had me by the balls at this point and I needed the doors -- and my balls -- so I agreed to an install for 4-6 weeks out. Three days before install, I get a call saying they didn't have the doors completed and it would be another 2-3 weeks before they could come out. Pissed off doesn't even begin to describe what I was feeling at that point.

THIRD IMPRESSION: BAD WORKMANSHIP
The second Install date arrives and they send only one guy to do an install that should've been done by two guys. These doors were big and heavy. After the work was done and the guy left, I noticed a few things that weren't right. All the bolts and screws were visible and accessible on the exterior of the doors. Any first-time home invader with a set of basic Harbor Freight tools and a 5th grade education could easily dismantle them.

The back door framing material wasn't flush with the house in many spots. The top of the door had a quarter inch gap between the house and the frame. Great if you like rain pouring into your house; not so great if you don't. Other issues included: a back security door that wouldn't close properly. A front door bottom that scraped against the concrete patio. A lock cylinder that kept jamming up. Can you guess what my impression of First Impression was at this point? So, I set up a service call to have repairs done. One week in and I had to repair a handful of serious issues I never expected at that price point.

Fast forward a year... screws falling out, back door still won't close correctly, and the front lock cylinder jams all the time. I call for service. They tell me I'm two months out of warranty and it'll cost me 100 bucks. I fight to get the price reduced. A guy comes out and messes with the lock. Puts a missing screw back in and adjusts the back door. Within one week, the front door lock cylinder is jammed again. I pull the hardware off the front door and investigate. The hardware screw hole and the door frame screw hole don't align. Not just a crappy hardware thing, but a crappy workmanship thing as well. Unbeknownst to me, they had forced a screw in at an extreme angle to make it fit. Probably what caused many of the jamming issues.

The icing on my security door cake was when case manager, Tatum Percival, tells me in her best FUZZY LOGIC that First Impression isn't responsible for faulty hardware they put on their doors because they don't make the hardware. WOW! That would be like Southwest Airlines saying they're not responsible for any crashes due to faulty landing gear on their planes because a third party manufacturer makes the landing gear for their planes. Alrighty then! What about the poor workmanship on YOUR product? Anyone on your end taking responsibility for that?

MY FINAL IMPRESSION: An expensive and poorly constructed security door that doesn't keep you secure isn't a security door...it's just an expensive and poorly constructed door. Buyer beware!

*I'll be adding a link to my video review of First Impression Ironworks soon!

Michelle J.

9/14/2016

I had such a great experience from the salesmen to the installer!! What a great company and great customer service! Love that they make the product here in Arizona and hire vets! Thank you for my beautiful front door!!! I love it!!

Taylor 8.

8/27/2018

The worst company I have ever dealt with. The salespeople are amazing but we have spent $10,000 with this company and both installations have been nightmares. Why we bought a second gate after the first is our fault. The first gate was installed uneven and lopsided. You pay $5000 for a gate and they send a $8 an hour guy to install. Trying to deal with customer service is the WORST. Jennifer talks to you like you are a child and gives no help only a condensing voice telling you nothing is their fault. Our gate was hung and then fell off. They re hung it and left it over the weekend. They said it was safe to open. It fell off!!! This is a $4000 gate that takes two men to lift. So awful. Jennifer needs to be fired. She hates her job and is so rude. I hope someone from the company sees this review. We will never recommend first impressions which is sad because the salesperson Gary was very very nice. STAY AWAY!!!!!! It says the owner reached out. They did ask for more detailed information on yelp to contact me. I gave it to them and no one called me. Don't be fooled with a response to my review. No one has responded!!! It's so shocking. We still don't have a put gate hung.

Stacie H.

11/02/2018 12:00:00 SA

I had this company make my custom ordered sun screens for my house. Totally dissatisfied with there service and application of my screens. They were referred to me by a friend who had their screens put on about a year and a half ago. I already had sunscreens on all my windows and door, but they were stained and faded. The salesman, Charles came out, measured all windows, took pictures of all windows, had me pick my color of screens. After the usual negotiations about price I agreed to purchase screens. He wanted 100% payment up front, which I'm glad I only agreed to give him half of the $680. He NEVER told me the new screens would be screwed into my window frames. My old screens were screwed into my house using the little white clips, and COVERED my entire window. I told him we were having our house painted and all the existing screw holes would be filled, so they would have nice fresh areas to mount the screens. Never said they don't do it that way. When they came and installed the screens on the house, unfortunately I wasn't present during the install. The technician was paid the balance due by my husband, who was working and just did a quick inspection. Once I saw the install, I was appalled at the way they are mounted into my window frames, leaving at least a half inch of old, yellowing vinyl frame showing around all edges. They look as if the measurements were short and they tried to make them fit. The guy I spoke to at the office, Ralph, promptly told me that screwing them into the frame is their policy but he would have the salesman contact me. I promptly stopped payment on the check. The salesman came out, took pictures of my screens, then took pictures of my friends house who referred me, and said he would send them in. He did not deny that he never told me they would be screwed into my frames. Eventually I got another call from Ralph, who said it is company policy to install them that way and my friends' were installed differently, since they have fascia board around their windows. If I had been told about this company policy and known that my screens were going to be mounted differently, I would not have hired this company. I asked Ralph to make new screens and mount them the way my old ones had been or come take off their screens and give me my money back. He denied both requests. I even told him I would sign a document relieving his company of any liability in damage to my house. Still denied. I then said I would not be referring anyone, would use social media to inform people of their terrible customer service, and go as far as small claims court. No where in their contract does it say they would be screwing into the frames or that the screens wouldn't cover the windows. Again, the salesman never told me my house would look any different. Ralph told me I should have had our painter paint our window frames, and then we wouldn't have this problem. Really? His only resolution to this was to say if I paid him today, he would take off $100. I DON'T WANT MY SCREENS TO LOOK THIS WAY. DON'T YOU GET IT!!!

If you don't want your windows to look like crap, don't use First Impressions.

Melanie E.

1/23/2017

I had great customer service with every employee that I encountered from the person who set the appointment, the person who helped me select and fine tune all the details, to the person who installed the door. I'm a very happy customer.

Dwennett L.

8/19/2020

The door is amazing. It looked way better than I expected. They came in a mask and they installed the door exactly on time. I can not believe how beautiful my door look and my house has a luxurious appearance. My home now does not look like a cookie cutter, the door added a BIG difference. Very classy.

Nicole B.

05/07/2019 12:00:00 SA

I had my screen door serviced today and the technician Miguel was excellent. He listened to my issues and concerns and fixed all my issues and gave me tips on keeping my door looking good. He will be the person I request for any service needs going forward. A+ service

Suzy A.

3/18/2018

If I could give this place a ZERO star I would be I can't. Very disappointed with the service and quality of product this company provides. We ordered our door and it came and that's when the problems started. Installation guys damaged our walls putting it in. The dropped the door and damaged the iron. Putting the lock in they forced it so hard the stripped the screw. The scratched the door in several spots and proceeded to touch up with the wrong color leaving our door looking like a 3 year old painted it. There were even more problems but I don't want to get into it. More problems started trying to get the door fixed. From customer service department and on. Sent someone to take a couple photos of the damaged and he comes at 8:00PM obviously I don't know how your gonna see anything in the dark. Then again. Yet we get Bonnie emailing us asking for photos and we send them the photos and now we have someone coming again at the end of the month to do an inspection.
DO YOURSELF A FAVOUR AND KEEP SHOPPING.
This company is just too busy and doesn't care about customer service or lack there of. Very disappointed in the quality and service. I will provide and update if needed.

April 13 here is an update. Someone came at the end of March and said he will have someone come and take the door down and get it fixed. We haven't heard anything since that day. Numerous calls go unanswered and no idea what is going on with this place. Please do your research and ask around before going with this company.

Jennifer B.

3/15/2019

I just had sunscreens installed and they look absolutely AMAZING!!! They sure do make my house have that much of a better curb appeal and I can't wait to save energy this summer when the heat is baring down. Jesus did an AMAZING job and was so polite and friendly. Thank you so much!!!

Tina H.

1/27/2017

We love our massive 15ft dungeon door from this company, Jennifer with the sales team helped us out when we had an issue with a hinge and Aaron came by and welded on site so we didn't have to have it taken back in for repairs. We get all kinds of compliments from neighbors on the door and I am very happy with the customer service response.

Rob B.

3/16/2018

The same lady who we dealt with to try come to an agreeable solution contacted me again after the poor reviews. She was angry and frustrated and again accused me of being wrong and offered the same fixes at our expense. We never asked for a new gate, or any type of refund. We just wanted a usable gate after spending $1000. I am now to the point where we don't want anything from this company and are hopeful no other hardworking family has the same experience. I'd be happy to speak to a manager or owner since we were never given that priveledge. Our last name is Bowser.

Melissa P.

6/18/2019

I love my security door! I have had it installed for just over a year now and it looks great and works great. I get compliments from all who see it.

Merlinman1 P.

06/12/2019 12:00:00 SA

I am extremely pleased with the way my gate looks. I wasn't too sure exactly what I wanted, but your salesman was very helpful and gave me suggestions which turned out perfectly. I only wish is that I would have done this years ago.

Valerie S.

7/14/2017

I have purchased over the years 4 doors and a gate from First Impression. Every thing is good till it comes to service when things do wrong.

In the June, we noticed the gate was rubbing and very difficult to open all of a sudden. We called to get the gate serviced, as the gate is less than 2 years old. We scheduled the service for the gate, cleared our work schedules and the service call was cancelled. I get it, thing people get sick and issues arise.

The customer service people call to reschedule and when I tell them I can't accept that date, due to the fact we will be out of town, they tell they will call back. Over a hour later no call back.

Now no service appointment and the gate can not be used, with out damaging the coating and metal itself.

Wonderful customer service.

Will tell friends to use, only if you think you don't need repairs or service.

Thomas D.

12/08/2018 12:00:00 SA

We purchased a Security Screen door from First Impression Ironworks on December 1, 2018. After speaking with Design Sales Consultant Gary Stephenson at the showroom and in our home, the door was delivered and installed on December 8th.
Gary and Richard (the installer) were both amazing - very friendly, helpful and knowledgeable. Gary was very helpful and patient as we chose our design; Richard was also very helpful and professional. The door is beautiful and was installed precisely.
The door greatly enhances the appearance of our front entrance. We are completely satisfied with First Impression Ironworks and would recommend them to anyone looking for quality Customer Service and a quality Security Screen door!

Marsha W.

7/22/2019

Love, love my door. The service was great until door was installed. It took a couple of calls to get someone to come make a minor adjustment. Otherwise all was good and I get compliments all the time.

George A.

02/11/2021 12:00:00 SA

A couple of my neighbors recommended First Impressions for their court yard gate so I didn't bother checking reviews. They were satisfied. The sales process was what you could expect. Nice guy, threw in the door handles, did measurements and left. The price was high but not ridiculous. He told us it would be 8 weeks to install. Oh well. Install date was almost 10 weeks actually. The install day finally came. The installer called to say he'd be there between 1 and 2pm. Then it started to rain so he called again to say we needed to reschedule two days from now. Disappointing but OK. Two days later he's back. Very nice guy but I could see he was not very confident he could install the gate. Measurements were off and how they had planned to attach the gate to the walls would have looked terrible and not very secure. After several phone calls to the office it was decided not to attempt the installation. I had now lost my patience. I did get a call from the manager who told me that someone from the engineering department would be coming out to remeasure. In two days. Two guys did come out and took their time and were very precise After they left I started reading reviews and after reading some pretty bad ones I became concerned we had chosen the wrong company. So another week goes by and it's time for the second attempt. Different installer but just as nice as the first one. He knew exactly what to do and spent a lot of time making sure it it was installed right. I'm sure he wasn't comfortable having me watching like a hawk. At the end of the day he and another guy did a great job and we are 100% satisfied. There are some bad reviews here but other than the delays and the first attempt to rig the install, I would recommend this company. I would also caution you not to accept the sales person's measurements if there is anything a little unusual about the area where you need work. Had the engineering guys come out right after the first measurements and double checked, we would have saved a lot of anxiety and time. It looks great, professionally done, and we are happy.

Suzy A.

3/18/2018

If I could give this place a ZERO star I would be I can't. Very disappointed with the service and quality of product this company provides. We ordered our door and it came and that's when the problems started. Installation guys damaged our walls putting it in. The dropped the door and damaged the iron. Putting the lock in they forced it so hard the stripped the screw. The scratched the door in several spots and proceeded to touch up with the wrong color leaving our door looking like a 3 year old painted it. There were even more problems but I don't want to get into it. More problems started trying to get the door fixed. From customer service department and on. Sent someone to take a couple photos of the damaged and he comes at 8:00PM obviously I don't know how your gonna see anything in the dark. Then again. Yet we get Bonnie emailing us asking for photos and we send them the photos and now we have someone coming again at the end of the month to do an inspection.
DO YOURSELF A FAVOUR AND KEEP SHOPPING.
This company is just too busy and doesn't care about customer service or lack there of. Very disappointed in the quality and service. I will provide and update if needed.

April 13 here is an update. Someone came at the end of March and said he will have someone come and take the door down and get it fixed. We haven't heard anything since that day. Numerous calls go unanswered and no idea what is going on with this place. Please do your research and ask around before going with this company.

Jennifer B.

3/15/2019

I just had sunscreens installed and they look absolutely AMAZING!!! They sure do make my house have that much of a better curb appeal and I can't wait to save energy this summer when the heat is baring down. Jesus did an AMAZING job and was so polite and friendly. Thank you so much!!!

Tina H.

1/27/2017

We love our massive 15ft dungeon door from this company, Jennifer with the sales team helped us out when we had an issue with a hinge and Aaron came by and welded on site so we didn't have to have it taken back in for repairs. We get all kinds of compliments from neighbors on the door and I am very happy with the customer service response.

Rob B.

3/16/2018

The same lady who we dealt with to try come to an agreeable solution contacted me again after the poor reviews. She was angry and frustrated and again accused me of being wrong and offered the same fixes at our expense. We never asked for a new gate, or any type of refund. We just wanted a usable gate after spending $1000. I am now to the point where we don't want anything from this company and are hopeful no other hardworking family has the same experience. I'd be happy to speak to a manager or owner since we were never given that priveledge. Our last name is Bowser.

Melissa P.

6/18/2019

I love my security door! I have had it installed for just over a year now and it looks great and works great. I get compliments from all who see it.

Merlinman1 P.

06/12/2019 12:00:00 SA

I am extremely pleased with the way my gate looks. I wasn't too sure exactly what I wanted, but your salesman was very helpful and gave me suggestions which turned out perfectly. I only wish is that I would have done this years ago.

Valerie S.

7/14/2017

I have purchased over the years 4 doors and a gate from First Impression. Every thing is good till it comes to service when things do wrong.

In the June, we noticed the gate was rubbing and very difficult to open all of a sudden. We called to get the gate serviced, as the gate is less than 2 years old. We scheduled the service for the gate, cleared our work schedules and the service call was cancelled. I get it, thing people get sick and issues arise.

The customer service people call to reschedule and when I tell them I can't accept that date, due to the fact we will be out of town, they tell they will call back. Over a hour later no call back.

Now no service appointment and the gate can not be used, with out damaging the coating and metal itself.

Wonderful customer service.

Will tell friends to use, only if you think you don't need repairs or service.

Thomas D.

12/08/2018 12:00:00 SA

We purchased a Security Screen door from First Impression Ironworks on December 1, 2018. After speaking with Design Sales Consultant Gary Stephenson at the showroom and in our home, the door was delivered and installed on December 8th.
Gary and Richard (the installer) were both amazing - very friendly, helpful and knowledgeable. Gary was very helpful and patient as we chose our design; Richard was also very helpful and professional. The door is beautiful and was installed precisely.
The door greatly enhances the appearance of our front entrance. We are completely satisfied with First Impression Ironworks and would recommend them to anyone looking for quality Customer Service and a quality Security Screen door!

Marsha W.

7/22/2019

Love, love my door. The service was great until door was installed. It took a couple of calls to get someone to come make a minor adjustment. Otherwise all was good and I get compliments all the time.

George A.

02/11/2021 12:00:00 SA

A couple of my neighbors recommended First Impressions for their court yard gate so I didn't bother checking reviews. They were satisfied. The sales process was what you could expect. Nice guy, threw in the door handles, did measurements and left. The price was high but not ridiculous. He told us it would be 8 weeks to install. Oh well. Install date was almost 10 weeks actually. The install day finally came. The installer called to say he'd be there between 1 and 2pm. Then it started to rain so he called again to say we needed to reschedule two days from now. Disappointing but OK. Two days later he's back. Very nice guy but I could see he was not very confident he could install the gate. Measurements were off and how they had planned to attach the gate to the walls would have looked terrible and not very secure. After several phone calls to the office it was decided not to attempt the installation. I had now lost my patience. I did get a call from the manager who told me that someone from the engineering department would be coming out to remeasure. In two days. Two guys did come out and took their time and were very precise After they left I started reading reviews and after reading some pretty bad ones I became concerned we had chosen the wrong company. So another week goes by and it's time for the second attempt. Different installer but just as nice as the first one. He knew exactly what to do and spent a lot of time making sure it it was installed right. I'm sure he wasn't comfortable having me watching like a hawk. At the end of the day he and another guy did a great job and we are 100% satisfied. There are some bad reviews here but other than the delays and the first attempt to rig the install, I would recommend this company. I would also caution you not to accept the sales person's measurements if there is anything a little unusual about the area where you need work. Had the engineering guys come out right after the first measurements and double checked, we would have saved a lot of anxiety and time. It looks great, professionally done, and we are happy.

Mary G.

06/02/2017 12:00:00 SA

Awesome experience with First Impression Security Doors! From the quality and recommendations of our sales representative to the installation of the doors! Top notch company!

Our installer, Matt, was very professional and completed meticulous work! The quality of the doors are superb! The doors turned out perfect! More beautiful than we expected! Would recommend First Impression's!!!

Nancy C.

01/09/2018 12:00:00 SA

UPDATE: i am moving up to four stars from two, then three. After playing phone tag and sending emails. An appointment with a service rep from First Impressions happened TODAY (June 21, 2018). This service rep installer works for First Impressions (not a subcontracted installer with no personality and in a hurry) , this Fiest Impressions service tech was professional, cared for my needs and did an excellent job reinforcing the door, adding a door pull that worked (so it doesn't slam against the wall anymore), and added a wreath peg! He even filled in the gaps that I was concerned about that was not conpleted originally. Thank you First Impressions! ..... The security door I purchased is beautiful. I love it. BUT, I am very disappointed with the process and installation. Ordered the first week of December 2017, was told it takes about three weeks, should get door installed around December 22, 2017. Received a call about a week later, giving me a date to install January 2, 2018. First disappointment.
Then installation is done, he was on-time, had wrong color of door handle and lock. It is not marked anywhere on my copy of the order form. And I know I discussed with sales person Gary, as I wanted satin nickel to match my other doors in home. Called customer service, they had ORB on second page of contract. No problem, installer, had someone come to drop off. Second disappointment, I had to make that phone call.
Then after installer is finished, he did not change the doors to match my keys, told my husband he could do it. Later that day, when husband is home from work, he does it. Double door lock does not work. Since husband did it, customer service told him to fix it. Second call to customer service in two days. Third disappointment.
Then, we actually went out the front door for first time two days later and the door flew open and it the side of house, there is no door closer on the door! I called customer service again, I was able to pick up a door closer, the installer did not install, didn't say why he did not install. Again, my husband installed. The door closer I picked up from First Impressions was not the right size. The door would only open 1/3 the way, not even half way. Husband removed it and probably reason why installer did not install. Fourth disappointment.
Then, I went to put my welcome wreath on the wreath peg that was part of the order for the door - NO wreath peg!! Have not called the customer service yet about that one, not even sure how they can fix it and very unhappy! Fifth disappointment, and that one is a major one and reason they only got three stars!!

Jack S.

8/14/2018

I called today about getting service on gates we purchased 4 1/2 years ago.

Tatum was extremely helpful and made me feel good about calling for service. We know walls and foundations shift and settle and its good to be working with companies that understand the issues and are willing to service the products they install. If the service technician is as good as Tatum, we will be extremely satisfied.

Alison B.

11/15/2019

Very disappointed in the installation. Gate in 2 weeks and already needs adjusting. When I called, they wanted me to examine gate and tell them the problem vs just send someone to do that and fix it. This gate was $$$$$ and I do not expect to do ANYTHING regarding repair- especially since it has only been opened 4 times since installation! So it takes a week to get service- and I cannot open the gate, cannot be there to make sure it works due to their travel time. No repeat business from me. They made something that should have been simple annoying.

Michelle O.

4/27/2017

As of 4/25/2017 I have heard from a sales manager that the owner had asked to call me. They have rearranged their schedule and have us in for Thursday (4/27/2017) to fix our door.

As of 4/27/ 2017 First Impression kept their word and fixed my door which I absolutely love now! Thank you to Tim C and Teri for taking care of us.

Deb S.

10/31/2018

I've had my door for 14 years. The quality is exceptional. I had my screen rescreened and the work was great. These people are the real deal. They care about the customer and take pride in their work. Thanks First Impressions.

Alison G.

4/25/2020

I bought a security door from them in 2013. The door is beautiful and works great 7 years later. The only problem was the paint at the bottom of the door has separated and peeled off. Fast forward to last year when shopping for a security door for my daughter's new house. We talked to the First Impression's salesman who was extolling the lifetime warranty and I remarked that the paint had peeled from the bottom of my door. He assured me it was covered and would be repaired. I was happy and called to get my door looking like new. Now a year later and multiple calls today I received a packet in the mail with two bottles of touch up paint. I guess this is what they mean by lifetime warranty. The door works great but the customer service and warranty work are sorely lacking.

Jim O.

12/16/2015

I rarely am completely satisfied with a purchase, but First Impression did it for me. The Gilbert showroom was excellent, although understaffed with only one person. Stan kept his cool and politely juggled myself and 2 other couples and was able to finally answer all my questions and fully explained the product line, plus the manufacturing and installation process.

A few days later Stan came to my home (on time) and took the order/measurements and offered options. My door needed a wider outer frame to install properly which he said they would take care of at no charge. Didn't try and up-sell features and took his time making a full set of measurements. My installer Clay was just as professional and did an outstanding job with the install. Again, on time, pleasant and professional.

Door looks and works beautifully. My wife and I love it.

Lisa G.

1/26/2018

Go elsewhere for your ironwork. Yes, the door is beautiful- hence the two stars instead of one, after the headache of dealing with them for a month. First install took 8 hours and it wasn't complete because the casing didn't fit (mismeasured by salesperson). Therefore, we were left with gaping drywall around door frame for almost a month during the holidays. Customer service not good and no empathy for us during their error. Second install-still the wrong casing. Another two weeks and after the holidays they came with the correct casing. Third times a charm I guess is their motto. It was a terrible experience and although the owner finally stepped in after we requested a discount and took a couple hundred off we are still dissatisfied customers who won't be returning for any ironwork at First Impressions.t We

John I.

06/04/2020 12:00:00 SA

First Impression Ironworks did a great job of manufacturing and installing our security gate! We will be buying another gate from them as soon as we can afford to do so!

Stella R.

9/29/2017

First off, they were scheduled to install our door on September 20th, between 9-11am. They did not arrive at my house to install the door until approximately 6pm! When they were done, they did not put back any of the few decor we had by the front door back, ok whatever. We look at our door and there are splotches of irregular color on the screen and two ugly welding marks right in front of the door. I'm livid! How do you finalize this type of work and bless it off to be installed to a customer who just paid $1,400.00 for a new custom security door?!?!. So I take photos and email them. They email me three days later stating that someone will call me within 24 business hours to schedule someone to come out. Well, I finally get a call back this morning, September 29th (9days after install) asking to schedule October 16th (21 days after initial install to come get the door). I ask them why I have to wait 2 weeks for them to come fix their lousy work? They tell me it's because this is their busiest time of the year. Well, Not My Problem. If you would have done it right the first time, and properly inspected the work, we wouldn't be here!(Plus, October 16th just means coming to get the door, not having the door fixed and reinstalled). So after scheduling them on the 16 to get the door, they will probably call us next year sometime to schedule a time to come reinstall the new door. So technically, if you buy a security door from this business , you will spend about $1,400.00, they will NOT do it right the first time (I know this because a coworker used them before I did and told me they had the same issue, but I was hopeful) and spend five months fixing the initial issue. Totally not worth the money and time wasted! Do not use this company whatsoever!

Eva K.

07/01/2015 12:00:00 SA

We had First Impression Security door install a screen door and side gate at home in December 2011. The installation went very smoothly and initially we were pleased with the installation. The door was around $1800 and side gate was $900 installed and we received what amounted to a 10% discount.

In December 2013, the door closure failed and the heavy iron screen door slammed into my heel. Thankfully, I was startled but not hurt. Called First Impression Customer Support right away and was very happy to learn of the free screen door closer swap-out program. It works like this: If the closer fails, remove it and take it to the nearest showroom and if they have a new one in stock they will swap a new one for your old one.

The new closer worked for over a year, but has just failed again on June 30, 2015. So I'm headed to the showroom in Gilbert to swap-out another closer.

About the time that the closer failed in 2013, I also noticed small areas of rust on the iron door and gate. The showroom salesman promised to send out some touch-up paint. But we never received it. I just got off the phone with customer support and was told they will mail some out to me in the next day or two. This time I set a reminder!

I seal the redwood on the gate each fall, but it is really very thin wood. It looks pretty but it is just so thin. I will have to replace it soon.

We also have this devilish issue where the key get stuck in the lock of the security door and will not come out. Have worked with First Impression a number of times to resolve the issue. If I am very patient and if I work with the key gently and diligently I can usually it to come out of the lock... with a little luck... eventually. But it's just a matter of time before the key gets stuck again. As a matter of fact, it's been stuck in the lock for about 5 months now and I still can't get it out. LOL! A security door with a key in it!

Anyway, First Impression is aware of the issue and explained that the key stuck in lock issue impacts customers where the lock was re-keyed at the time of installation. But the lock is out of the warranty (two years - but this lock issue has been an issue since shortly after the installation date) so to fix the issue, I'll need to get a locksmith out to remove the key from the lock. Ugh!

As of last week (June 2015), I also discovered that the side gate no longer latches. Customer Support advised me to file the hole just a little wider and try the latch again. If it doesn't, CS will be happy to set up a service call.

To sum this up, at first, my husband and I were very happy with our First Impression screen door and side gate. The installation process was smooth and the door and the gate worked reasonable well for just two years. In retrospect, perhaps I should have made a different choice of gate latch or been more vigilant with respect to the installation of the gate handle. I should have paid more attention to the type of wood used in the gate. Maybe I should have selected a thicker wood... or perhaps an artificial wood slat instead of redwood. Perhaps I should have insisted that the door lock be replaced as soon as it started to get stuck in the lock so regularly.

Overall, I'm coming up with a fairly neutral rating for a very pricey product and a general sense of disappointment. At one time, I would enthusiastically recommended First Impression to my friends and neighbors. Now, when people ask me about either my gate and or door, I still say that I like the products, but they have both required more maintenance than I ever expected from a door or a gate.

Jeffrey A.

11/12/2015 12:00:00 SA

What a great experience. From start to finish everybody we came in contact with was nice, knew their stuff and did exactly what they said they would.

You may be tempted to shop elsewhere, such as a big box retailer. Don't. Locally made, great fit and finish. Any money you think you save will be long forgotten getting it done right and better by First Impression.

Really wish I could figure out more stuff for them to do for us.

Kim W.

10/03/2018 12:00:00 SA

First Impression is fabulous. Easy to work with, customer satisfaction is great. The work they do is the best we have seen. We highly recommend this company for any iron work you may have.

Alicia M.

9/21/2017

Run! Don't walk. Ordered a custom $8500 door installed 6/2014. We moved in Nov 2014. Looks HORRIBLE already. HUGE rust spot, all screws rusted, discolored top to bottom. Not near a pool, sprinklers, any water whatsoever. Under a beautiful extended overhang with rock landscaping on both sides. Was told I can re-powdercoat at my expense! My landscapers do NOT wash the front door. But we travel and apparently don't towel off the front door after rainstorms. !!!???? WHO DOES THAT? This was supposed to be an investment in a beautiful, low-maintenance door. If our sons hosed off the door and didn't towel it off, it maybe happened twice. In 3 years. Final straw was no desire to even patch the ugly thing or make this right. I had been way too complacent about our past grievances. Latch broke over a year ago so we can only open one half, too bad, out of warranty. Ordered an 8/0 door (standard construction terms) got an 8 foot finished size door so it is shorter than every other door in my home and we had to reframe the entry or wait 6-8 weeks and dispute the order since CAD drawings said 8' exterior size in microprint (eager to move in we moved on in good faith that we still had a quality product).
Bottom line: They'll tell you what you want to hear. There is NO WARRANTY. These are HIGH MAINTENANCE. Feel free to contact me to see my ugly door. Pegasus Airpark neighborhhood. I have my original receipt. This door belongs in a dumpster. MONEY WASTED!!!! I should've hired Sherwood, or one of the other door companies. This review will probably be pulled by them, but I figure I will put in $8500 worth of my time into preventing other people from experiencing this devastation. BUYER BEWARE.

A S.

9/16/2019

So now I have had a complete failure on one of my main doors. $150 to have them fix it. And get this, they don't even routinely stock the parts because they went to a different lock manufacturer for the new doors so even if I wanted them to completely replace to crappy cylinder locks with another more effective lock, which I do, I can't. So basically all my doors are safety and fire hazards because I could not get out of them urgently if I tried! Take your business elsewhere! And if I perish in a fire, sue!

Deborah A.

11/03/2017 12:00:00 SA

I am really not sure how to rate this. Love the design of the door.
I feel the door is made well. The installation crew did a really crap job of it, therefore when the door closed it closed with such a bang that it could be heard across the street and it actually woke up the next door neighbor, When the door was adjusted not to bang, it did not latch closed. When having a security door, it is always good that said door is secured when it is closed. There were gaps between the screen and frame and then gabs between the frame and the doorway.
I called and sent e-mails about the workmanship of the installation and our disappointment. Getting a response from the salesman who gave us his business card just in case we had a problem was useless. This from a man who told us at our dining room table that customer service was a big priority at First Impressions. I didn't find that to be the case at all.
Finally today Kyle came out to take a look. Kyle did an amazing job. I think First Impressions should have more people like Kyle work for them. He saw right away what the problems were and fixed them, I forgot to mention when I mentioned the noise to the installers, they grabbed their tools and took off without looking back. Thanks Kyle for taking pride in your work.

Britney B.

07/10/2015 12:00:00 SA

I cannot believe how beautiful our front entryway doors are. They are awe inspiring. I cannot stop staring at them. I sat outside in a lawn chair last night and just watched them. They are like a work of art, fit for a museum! I already have an inkling, I will be a repeat customer.

Brian C.

1/19/2018

I purchased a security door from first impressions in 2017. It appeared to be a well made & attractive door. At the time of installation I was happy with the door. I was particularly pleased with the lifetime warranty. After about 6 months I began to have problems with the door. It would not latch about 75% of the time when the door would close. If you did not manually turn the handle the door would not close all of the way. I called for a service call and whoever I spoke to was hesitant to send anyone out. Their solution was for me to see if I could try to make some adjustments myself with a file. After rejecting that suggestion a service call was scheduled and I was generally pleased with the employee that worked on my door.
Fast forward a few months and the door is having the same problem. I called for a service call and again whoever I spoke with was hesitant to send anyone out. Their response was that I might just have to turn the handle to make it work. She also said that maybe it was my door frame and that's just how these doors work.
That is not acceptable to me. I wish that I had not purchased a door from First Impressions. I will update if the situation improves.

Emily L.

09/01/2017 12:00:00 SA

We are not impressed. We still have not received a working door and we ordered in April. Communication is horrible. Be prepared to get to voicemail and no call back. It should not take nearly half a year to get a security door.

Ryan P.

10/05/2016 12:00:00 SA

Great Service and price. Door was delivered and installed on time and perfectly by a professional. Went above what I expected.
Thank you First Impressions for such incredible quality and service.

Mindi M.

1/23/2017

We heard great things regarding First Impressions so once we decided to invest in a security door we knew where we wanted to go. The salesman was nice, and we only had to wait 3-4 weeks for install. When it came time for installation the installer showed up and got to work. He was super fast and I was initially really impressed with him. When he was finished we went outside to look at our beautiful new door. Immediately I noticed a huge scratch the entire length of the door. When I asked the installer about it he said oh, I didn't noticed that. He went to his truck, pulled out some sort of spray, and quickly sprayed the scratch. He said if this doesn't fix it, call and they will take care of you.
It was obvious that his spray did nothing to the scratch. As soon as he left we called to let them know about the scratch on the door. We gave our info and was promised a call back. After waiting several days with no call, we once again called back. Same story.. we left our number and no one returned our call. Finally the third time I called I told the woman that I would wait to actually talk to someone because a week and a half has gone by and we hadn't spoken with anyone regarding our issue. I then spoke with Jason Lord who is a manager in the service department to my knowledge. He asked me to email him pictures of the door. He was quick to respond to the initial email and called back stating that he would send someone out to fix the door.
A week later the same installer who installed he door showed up to repair it. We weren't home when he arrived and showed up just as he was finishing. He stated that he sanded the scratch down to the metal and put 8-10 coats of some sort of spray on it to cover the scratch. Well... the door not only looked WAY worse, but while he was doing his several coats of spray he failed to protect our house and got loads of dark overspray on our newly painted house.
I called Jason lord and again was advised to send pictures. I waited several days with no response. We finally called him back and he stated that the email went into his junk email. He scheduled for a supervisor to come out another week later to look at the situation.
When the supervisor Dom came over he initially wanted to try to fix it. At this point I said I wanted the door to be taken off and re-powder coated since it looked much worse that it did before they tried to repair it. He took pictures, sent them to his superiors and waited for a reply. In the meantime Jason called my husband and spent 30 minutes trying to talk him out of having them take the door back. Finally they agreed to take it back and fix it the right way.
Re installation was scheduled 3 weeks later. We were advised to send more pictures of the overspray on the house (after us and Dom sent pictures) and the info on the paint color of our house. When Dom came to reinstall he hadn't heard anything back about fixing our wall with the overspray. We have yet to hear back from Jason. We purchased this door on 11/07 and today is 01/23. The new door is beautiful but we are left with lots of black overspray on our house.
With the reputation of this company I am highly dissatisfied and disappointing that this was our experience. All I wanted was a beautiful security door. What I got was a headache, lots of emails and phone calls without any full resolution. I expected much more from this company.

Ed M.

11/13/2017

From reading all the bad reviews about product quality and customer service, I am no longer interested in purchasing a security door and gates from First Impressions, its a shame as years ago they had a quality product.

Iliana W.

8/26/2017

Just some free advise for anyone contemplating doing business with this company. Don't ignore the negative reviews on this website like I did. They are absolutely accurate when they identified service, communications and quality control has major problems. I just finished going through a horrendous experience with First Impression and experienced all the major problems mentioned in other reviews. Avoid them like the plague. I don't know how they are still in business.

Nancy M.

05/02/2017 12:00:00 SA

I got a mailer in the mail and called First Impressions for an estimate! Les Townsend came out and gave me an estimate, which was the highest of the 3 I had gotten! I went to the Home Show on 4/29/17 and told the lady at the desk that I had just gotten an estimate from them and I asked if i could get their Show special of 10% off! She said No since the estimate was already given to me on 4/27/17 - 2 days apart! Now that IS NOT the right thing to tell me when I was a Potential Client! She is very definitely a detriment to the company along with being rude!

Tom A.

12/31/2019

So often I can take excellent customer service for granted!!! Life goes by so fast it is easy to not take a moment to show appreciation to those that deserve it. My 5 Star review starts with my wife calling First Impression for non-warranty work we need for a door we had purchased several years ago. After she scheduled the appointment she commented to me how helpful and accommodating the representative was. Today I had the privilege to meet the service tech at my house. His service, friendliness and the time he took to explain what he did truly went beyond 5 stars. Thank you First Impression Ironworks...

Tracey A.

8/22/2018

My door turned out amazing ! The quality is great and it looks beautiful. The installers did a great job. Took their time in this AZ heat and and made sure it was done right. Thank you John O. And Quentin I appreciate your hard and dedicated work ! You both did an amazing job

Ann L.

6/14/2017

This is an update to our first review. We were contacted by head of engineering to make this right. He came to our home and measured for a new screen. The new screen was installed and it is good. We were assured the President of the company is taking all these complaints seriously and has moved to a cubicle in the Customer Service Dept. They have hired more people to handle issues in Customer Service. However, we still had a number of failed communications while the company was trying to schedule a date for replacement. Our door is quality and we are now satisfied with the product. However, Customer Service and how they communicate inside the company still needs improvement.

Brooke T.

08/10/2017 12:00:00 SA

Customer service is HORRENDOUS. To make a long story short -- our custom-design gate was manufactured and installed improperly. It has been six months and we are still trying to get everything fixed. We have dealt with at least five differently people because employees at First Impression routinely quit without notice and without passing their accounts on to someone else. It's unfortunate because their product is beautiful and high quality, but dealing with them is an enormous headache. We would never use this company again.

Marcia A.

7/18/2018

Even tho we chose to go with another security door company, we felt that it was necessary to comment on the EXCELLENT Sales Associate Kevin who came out to present for First Impression Ironworks. He was so informed on the product, completely congenial, and we just adored him. Had we not read BBB and Facebook reviews on the company we would have DEFINITELY gone with FI Ironworks based solely on our interaction with Kevin! Excellent employee!

Gloria M.

11/17/2017

This review is not meant for First Impression Security Doors, but SPECIFICALLY for one of their technicians, CHRISTIAN DAVID ALLEN! When no one else seemed willing or able, Christian was finally the one to GET THE JOB DONE!

3 1/2 months prior to meeting Christian, I had ordered a $2099 Clearview Exclusive Security Screen Door with a single cylinder deadbolt and KWIK lock mechanism so I could key the KWIK lock with my house key. The door is beautiful, but it wasn't delivered with a KWIK lock. The key to lock/unlock the door was a different key than my house key. After several attempts made by other other technicians coming with the wrong tools, (you would have thought that they had never installed a KWIK lock before!) First Impression finally sent Christian to my house. Again, they had sent him to my house with the wrong tools/equipment!

On the same day Christian came over for the first time, I received in the mail a PAST DUE 61-90 Days bill for work that hadn't even been completed yet! I still didn't have the kind of lock agreed upon in the sales contract. I was livid, to say the least! Christian let me rant and rave a bit, just stood there, polite, courteous, and calm and then went to work with a smile on his face. He worked with what the company had given him. It looked a mess! I was NOT happy!

Christian showed up very early the next day and I was still frustrated and not at all happy with First Impression Ironworks. He let me rant and rave a bit and just stood there, calm, courteous, and professional and then he got to work. He arrived with the proper lock. He had started his work day before hours and bought the kind of lock required on his own time with his own money SO HE COULD GET THE JOB DONE!

First Impression Ironworks is lucky to have such a fine young man working for their company. He is diligent, kind-hearted, intelligent, professional and courteous; an all-around likable guy! He exudes qualities characteristic of high level managers, all with a smile on his face! He is the kind of person First Impression needs to employ to help them create a positive direction for First Impression Ironworks! They are lucky to have him! At only 30 years old, I'm sure Christian has a bright career/future ahead of him! He is an all-around beautiful young man that moms hope to inspire in their own sons!

Leslie O.

6/27/2019

We worked with Mike Cordes. He came to our house and gave us an estimate, measured, and wrote up a contract. He was great to work with, keeping us informed of every step. The installation was seemless, being done within an hour. I would definitely order from them again.

Roxana P.

11/29/2017

Purchased a colonial security door. It's gorgeous!!!! Great quality and amazing addition to my home. Ordering and installation process was made so smooth and easy.

Jennifer P.

6/25/2018

I love my security door. The installer worked hard to make sure everything was done correctly. Very nice experience.

Maui R.

7/25/2019

I would not recommend this company. They do not stand behind their product. I purchased a beautifully designed screen security door. The screen pulled away from the frame within the first two weeks. I want to emphasize that I rarely use this door. Like most of us, I leave and enter my home through the garage. So the front security screen door is rarely used and only lasted two weeks. After many, many angry phone calls with customer service, someone was finally dispatched to reattach the screen. That repair lasted about one week. So I still have a section of screen that is pulled away from the frame on a very expensive door. Do not use First Impression Ironworks. Their customer service is terrible.

Jerry L.

5/31/2018

First Impression Ironworks finally came through. It was a bit of a struggle, but they made it right. Adam came out and took care of the doorbell wire problem. He was great. The door is perfect.

Deb G.

11/15/2019

We purchased an Iron Security Door from this company and were extremely pleased with the quality of the door. Salesman to installment went smooth as silk. Very happy with our door and highly recommend them to anyone looking for an iron door. Reasonably priced and looks great!

DM C.

02/08/2015 12:00:00 SA

We just had a security door installed by First Impression and we are so impressed.
They have a huge selection to choose from and are flexible with installation. It took four weeks for them to build our door then installation took only 2 hours. Their staff is very professional and communicates every step of the way. Our installation tech Austin was great. He showed us how he installed the door, how to use, expectations and warranty info. We'll be going back to this company to install more doors in our home. This company far exceeded our expectations!

Sandra Y.

06/08/2017 12:00:00 SA

This is an update to my previous review. After being asked to remove the review by the business I asked them to refund 100% of my payment and they did.
So my opinion has not changed except for the fact that they did finally refund all monies paid to them. For that I am appreciative. Thank you 1st Impressions

Ron P.

10/13/2020

We purchased a courtyard entry gate a couple years ago. We have received multiple compliments about the gate's appearance. Over time the gate needed adjustment as it was not closing properly. I called First Impressions and spoke to Jennifer who set up an appointment for me and called the day before my appointment to remind me. She was professional and helpful, giving me all the information I would need. Thurman was the technician. I cannot day enough about Thurman's attention to detail and desire to be sure we were satisfied with the work performed. One side of the gate needed to be rehung to bring it into alignment with the other side. He did that and then, after inspecting the gate further, replaced two gate rollers, realigned both gate catches to better connect with the rollers, applied foam tape so the gate would close smoothly, re-drilled the deadbolt latch for smooth operation, and moved two door handles for better fit. All of these repairs were above and beyond what I asked for. I'm confident many technicians would have been down the road long before these added repairs were done. He then asked me repeatedly to check operation to be sure I was satisfied. When finished the gate was better than new. If only more businesses had employees like Jennifer and Thurman. I couldn't be more pleased with First Impression's customer focus and attention to detail for complete customer satisfaction.

Mathew S.

11/10/2018 12:00:00 SA

After 2 years, First Impressions has decided to take my family to collections for an unpaid balance on our account. First Impressions is asking us to pay them a balance in full for a job that took them over 6 months to complete. We have received exactly 3 invoices from First Impressions in 2 years, and they come about every 6 months. Each time, I patiently explain that they did not deliver on their end of our contract. I explain that 6 months and multiple iterations of work, with multiple-month long gaps in between is not an acceptable or reasonable expectation for a job. I explain that sending service technicians out to your house multiple times to correct the work is not part of the contract. First Impressions will tell you that they finished the job, and how it was done, or how long it took us irrelevant. The revolving door of people whom you will work with at First Impressions is comical. Each one will admit to you that First Impressions has a lot of problems. One even told me that they are growing so fast, and are so busy with new work, that their quality has eroded, and there is no time for customer service. Each new employee will admit to you that the work the last person did was incorrect, and will tell you that the last person on your job was the problem. They will tell you that the person who did your job no longer works for First Impressions. Therefore, it is not their fault. Sometimes it is the glass people's fault - because they send that out (that means they can't control it, and it is not their responsibility). Sometimes they will tell you that they are so busy, that the guy who came out to do your job was not really trained to do your job. He works in a different department, and that's why the work was wrong. I even had one senior staff member tell me that the gentleman who scoped my project is blind from so much iron welding, and therefore has trouble reading designs. That's why my project was installed wrong (that's not their fault either - a project manager who went blind from welding iron at an ironworks provider). They will ultimately send a fixer to your house to personally manage the correction of your mess. His name is John Garrison, and he is excellent. He will ultimately get your job completed properly, but it has now been 6 months. Is that OK? First Impressions thinks so. John will tell you to contact the VP of Customer Service, Shannon Peterson to explain your experience. Shannon sits right next to the CEO, and will handle your case personally. Shannon will not respond to your email. Then, a month later, you will receive an auto generated email from Ms. Peterson asking you about your experience with First Impressions. You will send your experience back to her again, with an offer to pay your bill, if Ms. Peterson or the CEO will simply write you back, and explain to you in writing how they feel that First Impressions delivered on its contract. You will receive no answer, but 6 months later you will receive another invoice. Then, after 2 years, this company will contact you again for your unpaid balance. They will tell you that they have come a long way, and have made many improvements. You can tell than that you do not want to start all over, and that you should not have to try to explain all of the problems again 18 months after the job was competed. You can ask them to simply look at your last email, where you offered to pay them, if they would just call you back. They won't, they will simply take you to collections. I have told First Impressions that I would not post my experience to social media if we could simply work this out. Obviously, that has not happened, so here we are. This company is deplorable, and my friend is having an identical experience. There are many options in Phoenix for custom iron work. Do your homework, and avoid First Impressions. Read the other one star reviews - they are almost all the same issues, and there is a LOT of them. This company is an absolute mess, and many customers are having the same problems.

Derrick M.

9/15/2014

So often companies ignore constructive criticism. But I've got to say, first thing this morning Mike West from First Impression called and admitted the screw up apologized profusely and took full responsibility.

So we are going to try again and set another appointment.

Maybe you do get a second chance to make a First Impression!

Roxane D.

6/29/2018

Tatum Percival was a huge help in helping me get a new deadbolt for my redwood gate installed by First Impressions Ironwork a few years back. Unfortunately I had misplaced the key and it was a special lock that was not easy to replace. Not only was she able to get the lock replaced and with new keys, she helped coordinate it so that the keys would get mailed to my real estate agent since I'm now out of state. She was even able to get me in sooner since an appointment opening popped up unexpectedly. So thank you again for your help Tatum! Couldn't have done it with you. Superb customer service!

G M.

02/02/2017 12:00:00 SA

This is an update to my previous review. Someone from first impressions finally came out to address the quality issues with my security door. The technician touched up the paint to my satisfaction, but did nothing to address the poor quality welding. Apparently irregular, poor quality welds are a hallmark of first impressions custom made doors. If you want uniform aesthetically pleasing welds you need to buy a cheaper mass produced door from one of the big box home improvement retailer.

Someone is coming out a second time to try to rework the welds. Will update afterwards

Update: someone came out and reworked the welds to my satisfaction. Very competent technicians.

Jody B.

6/14/2018

Terrible Customer service told one thing by sales person one thing by installer another thing by customer service. The company does not stand by there product would not recommend this company at all. From start two finish extremely long time.

Sue W.

9/26/2019

Had a front entryway gate installed today.....sales guy Aaron Lopez and the installer Richard were top notch. Quality of the gate is excellent. This is the second time we have used First Impressions and will likely use them again. I recommend them highly.

Kim M.

10/10/2016 12:00:00 SA

My experience was fantastic with First Impression from the in-person consultation at my home to the finished high quality product. Our salesperson was so responsive and helpful as I was deciding on the features of my iron entry door and RV gate. Installation went great too. I absolutely love how this has changed the look of my whole house! Highly recommended.... thank you!!

Rona L.

2/20/2015

This was the the most flawless exprerience I ever had. Fantastic customer service. Jeff who came to give me and estimate was amazing and the amazing installation guy was terrific. My door is the nicest securtiy screen door in my entire complex.

Ken K.

12/17/2017

Had a great experience with this company. We had issues with design approval with our HOA and they were very accommodating. Customer service was outstanding! The final product looks great!

Randolph W.

5/27/2016

We had an appointment to measure for our front doors this evening after work. Nobody showed. Nobody called. Strange way to do business.

Bill M.

2/28/2017

Ok first let me start by saying that we pick out the wrong color that color being Clay Pot. When the doors were installed we were very displeased with the color choice (too orange), but then again we pick it. So we contacted First Impression through email and then received a phone call from the OWNER!! Image that the owner took time to see what could be done to fix the problem that was ours to begin with it. Within two-days they were at our house to remove the doors to fix the color at a reasonable price that we both agreed upon. Thank you Tim!! YOU GUYS ROCK. Best Iron Security Door company anywhere.

Heather D.

10/20/2016

We love our gorgeous custom gate from First Impression!! Superior quality...made in the U.S.A. and it looks amazing! Would highly recommend!!! Thanks First Impression!

K G.

5/15/2016

I have used them before and the quality and workmanship is definitely the best in the market, but you definitely pay for that as well.
This time I was still satisfied with their work and with the installation itself. But I am taking one star off because the scheduling department screwed up my appointment because of which I had to miss my medical appt and was still charged for it. I was told on the phone that I was to expect them in the morning, but the technician showed me how I was his first appointment in the afternoon. Get your act together, Scheduling department!

Arch J.

12/01/2016 12:00:00 SA

As an update to previous review, I called for a warranted issue (lock didn't seem to be working the way I expected). Natalie called the day before the appointment, concerned about my previous 3 star rating, asking how they could improve. I outlined by appointment setting issue, and her response was that people were complaining if they set a time and didn't make that timeframe (call and advise of delay?). She also told me for my door installation and this lock maintenance, I didn't need to be home. Would have solved a lot of consternation if I had been told that initially, but the appointment setter for the original installation never mentioned this to me.

So we set a window of 8:30 to 11:30 the next morning for my lock issue. Tech showed up at 9:45 AM. Good deal. Very happy over all, but can't get all the way past the initial install appointment issue.

Tony L.

7/23/2019

I was searching for a long time with a lot of different vendors. The rep that arrived had a lot of input to help evaluate what we wanted and what would actually work in our entryway. We've had the gate for over a year now and the gate ordered turned out great, everyone has nothing but great comments on it. I would recommend them to everyone who needs a very sturdy/reliable gate

Lois M.

9/28/2017

Still very dissatisfied and getting nowhere fast with this company. Last week, the installer ruined the z-bar by cutting it incorrectly. He was told by his supervisor to install in anyway, which I refused to allow. I sent him and the door & screen back and said to reschedule another install date. A follow up phone call with Bonnie, who was at least trying to be helpful, was unsatisfactory also. All she could tell me is that there is a re-work order on it, but the z-bar has to be re-manufactured and she had no way to tell me how long this will take or when I can expect a finished installed product.

Update: 9/27/17. The third installer returned and completed the install. He (Brad) was very professional, competent, and handled the installation beautifully, even though it had become dark by the time he finished. The door looks great and I am finally satisfied that I got the product I purchased. The company really needs to improve its customer service with the telephone system (get a live person, not a recording) when you have to wait sometimes several days for a call-back. Bonnie was very helpful in trying to get the door installed after the two failed attempts.I believe she worked on my behalf behind the scenes to get this done. She returned phone calls, and was trying to deliver good service.

Sue J.

04/02/2014 12:00:00 SA

We had an appointment with this company yesterday. No call, no show.
Nice way to do business.

Sam F.

10/25/2016

Four houses and five security doors and a railing later, we are still very satisfied with the quality of the products we have purchased. Is the company perfect? No...but who is? It's always an issue when you have to hire employees that don't care as much as you about a company. In general, every door was installed and work perfectly. The quality is what I would expect. On the oldest install, it has been over 10 years. That door still performs like new. Our new home has excellent quality as well. If you are comparing your purchase to what you would get at Home Depot, go to Home Depot. This company is for someone who wants more upscale products for the home.

Lawrence W.

11/10/2014 12:00:00 SA

We had a very nice set of french double security doors installed from First Impressions. From the salesperson that came out to present their goodies to the installer, and completed installation they were terrific.
We would highly recommend this company. Thank you!

Sandy W.

4/29/2017

We recently purchased an iron security door from First Impressions. I have to say that from beginning to end; the experience was flawless. We researched other companies and are so happy we went with them. From picking out the door and having the knowledge of our salesman to help us get it right was a value. Once delivered and installed we were thrilled at how beautiful the door actually was. The install went well and the installer left with totally cleaning up his work area. We know that if we were to have any issues that they would come back and take care of them; but so far so good.
Thank You First Impressions- you are a first rate company !
DW & SW

Donna K.

07/02/2019 12:00:00 SA

I am so sorry I didn't write this in May. I was just recovering from surgery and just spaced. This was a fantastic place. From the person who came to the house to discuss my needs for having a security door in my home. He understood exactly what I wanted. When they called to schedule the appointment for installation, they were very friendly. Finally, the man that came and installed the door was fantastic. I wish I had the names of everyone. it was all completed in a week. Thank you from Anthem, AZ. Installed on the 10th of May, 2019

David D.

04/05/2019 12:00:00 SA

Salesperson at show lacks integrity. He gave us a base model quote for a custom door, just to secure an in-home sales call. This is what they pay him incentive to do, so they say anything just to get an appointment. The actual door was double the price but First Impression made it right in the end.

Steve G.

6/20/2019

My wife and I LOVE! LOVE! LOVE! our new security door and gate from First Impressions. The materials, workmanship, and overall quality of the product is exceptional. Shawn (sales rep) was patient with us on the design and answered all our questions. We had an issued with our block wall not being able to support the gate and Jennifer (customer service) provided guidance on having the wall reinforced and was more than accommodating when I had to reschedule the reinstallation 3 times. Richard (installer), was very professional and detailed. He had to tweak our threshold and make many adjustments to ensure our security door went in perfectly. He did the same with the gate to ensure it also was hung perfectly. The whole experience with First Impressions was amazing, the security door and gate are beautiful and make a huge difference to enhancing the overall aesthetic of our home! A+ service and product! I can't recommend them enough! First Impressions will have my business when I replace my RV gate next.

Mike H.

03/09/2019 12:00:00 SA

Very happy with the service I received in our home today from Aaron Lopez. He came out and gave us an in home estimate today. We we're definitely in the market for a new front door, however we were kind of browsing around. With the experience and helpful knowledge from Aaron is was clear we found the right company, and the price was more than fair! 4-6 weeks once it's installed I will update on the actual install, but without seeing their work I feel 100% confident in Aaron.

Jenny A.

5/25/2016

The sales person who came was nice but was a typical salesperson, assuring me that I am getting every possible discount they could possibly get in. With the final price, it is still very spendy so they are not fooling me. The installation went well and the doors are beautiful! They have a little hook on them which was a nice surprise so I can hang a Wreath at Christmas.

Mike M.

04/05/2018 12:00:00 SA

Apathetic attitude in problem resolution. Love the door, was floored at customer service. Both on the phone and in person visit. I had a standard door put in 4 years ago paid about $1000 . For the last six months or so the door won't close all the way. I say a simple adjustment is in order. I was told nothing is simple by one of the customer service girls. Was also told I could use a rubber mallet and a file to troubleshoot the problem. Wanted $90 for a service call. My fault, I figured by their business plan on their website that Our award winning customer service is our #1 priority would kick in by now. Was told that the door has a two year warranty on weld points. My warranty had expired. I asked them just have an installer drop by when they are in the neighborhood on a job, I just need a simple adjustment. Nothing urgent. Well stupid me. I figured for the pricy doors they would bend over for their customers. Obviously customer service isn't their #1 priority as evidenced by the Yelp reviews. And for four years I have been giving recommendations on NextDoor for First Impressions. No more. Just couldn't give them $90 for what I feel they should have come out with a smile and a thank you.

Karen F.

10/19/2016

Met this company at a home show in 2010. We have been a customer ever since. First had a new front door designed and installed. It was so gorgeous that all my neighbors wanted to know where we had purchased it. Later had courtyard gates installed to match the front door. The designs were on point and the installation and workmanship were fabulous. We recently had interior door gates installed. All our doors were installed by professional installers and when an issue occurred with the doors not fitting properly, the installer came back and corrected the problem. Working with Clint Cornelius and his staff is the best experience we have had with any trade in the valley. I would highly recommend First Impression for their product and workmanship. Thank you Clint!

Daniel O.

6/26/2018

Sales and installation outstanding. Service awful. Door latch no longer works without extreme pulling. No one has called back to schedule service. I bought due to this being a local company. But very disappointed.

Carrie C.

8/28/2018

Where to begin? Not sure how this business continues to stay alive.
I would like to give 5 PLUS stars to Tatum Percival and Jesus who both were able to resolve this issue that began that first of July.
I was given extremely poor, rude, unprofessional advice from all other people I spoke to among of which ... Allen that hung up on me, Jennifer that gave me the run around... you can get the part at Az. Hardware or any hardware store which in fact, the part had been discontinued ..I discovered after running to mesa and many different hardward stores.
Tatum was the only person that went over and beyond to talk to engineering, to find the part, to set up the service call. She did this before and after her scheduled hours at this rude store.
People on the phone were rude, well, we are in Gilbert and you live on the westside so it may be a while to get to you. WRONG. Jesus called hours before and came promptly to my house 15 minutes before his stated time.
Before I spoke to Tatum... I was told that if I could not find the part (right, cuz it did not exist) that I could pay upfront a service charge or find the part and they would charge $95 to install.
I would get calls for me to return... when I called... that person is gone. what do you want? when they initiated the call.
Michelle, Melissa.... all would argue with me... no you cannot be the first call of the day ... uh, yes I was thanks to Tatum.
Tatum and Jesus. I wish you the best in your futures endeavors.. please know that you both are appreciated. I am so glad this continuing problem that caused many hours of grief, time, gas, frustrating is over. Would never ever want anyone to go through this discouraging, hateful, unrespectful company.

P B.

5/17/2016

I purchased a security door from First Impression in 2008. It remains as nice as the day I purchased it. I recently needed the door lock replaced. The technician, Daniel, ordered and installed the proper lock version for my older door in a matter of minutes. He was so pleasant, positive, and customer oriented. Excellent products and service. Highly recommend this company.

Wendi S.

5/24/2018

The entire experience with FIRST IMPRESSION Ironwork has been an impression I hope to forget! EVERY SINGLE dept: customer service, install & service team, sale team, the front desk/operator are non-responsive (multiple phone calls, multiple emails - at ANY time of the day) - does ANYONE answer the phone???? And, the tone of the people who do call back is EXTREMELYY condescending, the lack of follow-up, attention-to-detail, and workmanship - is seriously some of the worst I've encountered. EVERY group passes the buck....NO ONE takes ownership of the issue and resolves it to the customer's satisfaction. I've asked for the name of the President/CEO/Owner multiple times - was told, he retired and Customer Care (should be renamed to Customer - DONT Care) is in charge?? WHAT? Then I was told the info is on their web-site, which it is NOT. Finally today, someone tells me it's available on BBB - but, yet another example of NO ONE taking ownership to solve a question, issue, concerns. Why can't they just say the name of the CEO: Mark Baraghimian??? We purchased a security door, which had multiple chips, scratched, mis-matched paint, the door wouldnt stay open, the screen wouldnt stay open and the installer put the wrong door face panel, so, he drilled multiple holes in the door - which they tried to rubber fill....after 3 visits, they fixed the holes and most of the chips/paint - but not all.....it's been over 5 weeks (we closed on April 13 and it's now May 24th) and it's still not fixed - still waiting for Customer DONT Care to call and get it fixed. And, yesterday, we had a brand new gate installed...which looked like the installer drug the gate on the ground before installing it. When I called and sent pictures, I was told....the paint is within standards for faux painting - WHAT?? They MISSED spots....it looks HORRIBLE - not even sure how they could stand behind/put their name on the product that was delivered/installed yesterday. Keep in mind, we've now spent almost 10k on 2 doors that are our first impression to our new house and they are the LAST thing I'd want anyone to see. If I could give a MINUS stars, I would. I'm suppose to receive a call in 1 hour, let's see if that happens. UPDATE: They did call as promised, and they did send their best detailer/finisher to work on the gate - Tommy did a great job.....however, Jennifer (from Customer DONT Care) did a follow-up call with my husband this morning and started arguing with him about the standards of faux finishing.....and ended by saying: well then, I guess I'm wrong and your right.......beware - this is First Impressions CUSTOMER SERVICE!

michael m.

10/23/2013

10/24/18 Updated review 5 stars
Its nearly 5 years since we had the doors installed and they have held up well. One of the locks had a problem, but the guys came out and repaired that. One of the best investments we have made to the house. great for keeping the bugs out, keeping the house secure and allowing us to keep the doors open for a through breeze most of the year...

4/29/1 Updated review 5 stars
Well we have had the doors for well over year and I must say it's been one of our better investments. Other than the initial problems with the locks, they have held up well and look great. It's a pity we didn't have them installed years earlier. We can safely lock the 2 outside doors and leave our main front and back doors open all night to let a through breeze. It's great.

12/1/13 update review (4 x star)
Locks seem to be holding up well and very happy with the doors otherwise.

11/7/13 updated review (3 x star):
First Impressions finally did the right thing and sent out a more experienced technician. Both locks repaired without fuss. I guess the first technician they sent was very weak and gave me the run around with some ridiculous stories. I must admit I do like the quality of the doors and install was good. So not sure whether or not I should over-look this hiccup in service. upgraded from 1 x star to 3 stars. If the locks hold up i will move up to 4 stars

Initial Review: (1 x star):
Nice doors and good initial install. However, we have had a lot of problems with the locks. Key wouldn't come out when fully turned. We had the service guy come out and he said he couldn't replace the lock until it fully fails!!! We have to go through all kinds of contortions to get the keys out - it seems it has to be aligned up and down correctly before you withdraw the key. Now the front door is doing the same thing. That's just totally ridiculous... and incredibly frustrating. The doors are only approx less than a year old.

If I had read all the bad reviews I see on Yelp about this company - I should have gone elsewhere - stupid me for not looking first.....

Joni H.

12/18/2018

Just got a security screen door installed. It is beautiful and Richard the installer was quick and competent. Some aspects of the entire process were frustrating (CAD department was a little confused ) however most other parts were good. I did look at other companies but no one had the design or quality I wanted. I am glad I chose First Impression. Sales person David was always responsive and accommodating.

Al D.

07/07/2016 12:00:00 SA

I just wanted to say how beautiful my gate is . The install guys were great . Positive attitude , did not use bad language and most important my gate is perfectly even . Thank you Al DiEva

Neema E.

11/03/2013 12:00:00 SA

We needed a security door with metal screen to front door and a window guard to a side window on our garage. From the initial contact to installation, First Impression met every expectation. We called a few other companies and were getting the run around. When we called First Impression, we were greeted by a pleasant girl on the phone who scheduled our free, in home estimate.

The pricing was slightly higher than what we were hoping but the quality is worth it. You get what you pay for. The in home salesman was pleasant and described the types of doors we could get, the time it would take to deliver and install and measured another door for us that we might want to have serviced in the future. We paid upfront and received a cash discount as well as our $100 off for being an Angie's List client. We were called the next day for the scheduling a month later.

A day before our scheduled installation, we received a confirmation call and I received a call on the day of when my technician was on the way. This is how ALL COMPANIES SHOULD DO BUSINESS! Michael showed up on time and went through the process of installation with me. He was friendly, efficient and clean. Installation took about 4 hours from start to finish.

Total price was $1,500 and time from initial consultation to install was about a month.

C J.

07/04/2018 12:00:00 SA

I agree with other reviews but didn't listen. Gave the company my business and my advice now is find another company. RUN!!!! Customer service, installation and product is beyond being satisfactory. It was horrible. After 3 months They actually sent doors out to be installed knowing they were made wrong! Our sales rep quit, customer service rep quit, and Ralph Cox stopped answering his phone as well. They sent a repairman out to fix it after waiting months WITH THE WRONG DOOR HANDLE. Finally after months of aggravation they took the door off, waited another six weeks and remade it. It only took nine months!!!!

Lewis D.

3/28/2017

I am very impressed with First Impressions Security Doors. Tom, the salesman, was very knowledgeable and professions. The courtyard gate was installed while I was at work, then later the installer returned to re-key the lock to match my house keys.

Laura P.

7/14/2017

Run somewhere else for your door and gates! These guys talk a good game but come up short on quality of product and installation. If you have a problem with your door even a second after installation they are not willing to help you.

Todd T.

1/31/2016

Well done!!! The entire team did an outstanding job, as promised. The initial on-site consultation with Ashley was perfect. She took the time to outstand our vision and translated that into their recommended solution. The CAD/design team worked hand in hand with us on the layout of our door design and was able to accommodate our unique requests. And lastly, the installation team (Mike and Nathan) did a superb job. They were very clean, efficient, and thorough. We have and will continue to recommend First Impression to all of our neighbors and friends.

Adam B.

4/14/2018

I don't normally review on yelp but for for the cost of this gate and the service we are getting I think it's important to share. I purchased a gate from this company almost 4 years ago for 3300 and was sold by their lifetime warranty. The first issue has was with the lock kept breaking and they would come fix it until Year 2 then we needed to buy new one. This year the paint on the gate started to bubble up. This also not covered under their life time warranty and will cost to get this fixed. I would read the contract before signing cause that's all they refer to. Not good customer service and the products don't last.

Bill C.

01/07/2014 12:00:00 SA

My sister in law purchased a door from these folks and my wife loved it when she visited tucson last time. After checking with several door companies in Denver (where we live) we called Shane and got an estimate. The price was reasonable and the door could be shipped to us.

We worked with a designer and while it took several designs to get it just right we got there. Our door is 9 feet tall so there was a lot of tweaking involved. Her patience and responsiveness was much appreciated.

Within three or four weeks the door arrived (all 410 pounds of crate, door, glass and screen). It truly turned out perfect. The door is exactly what my wife wanted and she couldn't be happier. We drive by our house and she always says Look at that beautiful door. Getting a little tired of that but Happy wife, happy life.

There were a couple of minor issues but they have been addressed to our satisfaction. In my opinion, the mark of a good company isn't whether they are perfect, but how they handle issues.

The forks at FISD were always patient, professional and helpful. Their prices are very reasonable considering the quality of their products.

Sherry M.

10/29/2018

I just ordered an Iron Entry Door, a Courtyard Gate and some railing. I am so excited. I have purchased before a few years ago for another house but this was a felt like different experience. It was about me and what I wanted and the consultant was amazing..cant wait to post photos!!!

Ben C.

07/12/2013 12:00:00 SA

I will not use First Impression again, we purchased a gate door and a front screen door from them. The workmanship appeared good when new, but they had the wrong type of lock that I needed, asked them to change it and they want extra money for it. We paid for it and they wanted the old lock back, I told the guy we paid extra for the new lock and he can't have it.

Rust at bottom started to show after 3 years, I know powder coating is not rust free but they should not rust this quick.

They were also the most expensive vendor out there when we were shopping around.

Jim J.

2/19/2019

Great overall experience, ultra-luxurious and great looking door! Sales experience 4 out of 5, time to complete and install security door 5 out of 5, look of the door, quality of the door 5+, showroom experience 5+. Although the security door is exactly what I ordered, upon installation it exceeded my expectations. My installation application presented some challenges due to the trim on my home being crooked and slightly warped. However, the installer handled these issues quickly and with ease...entire installation took 1.5 hours. I will be ordering more products in the future. Thanks First Impressions!!

Kellie K.

2/19/2019

Just had a security gate installed. Fantastic company to work with. The gate is amazing! The entire experience was fantastic. The staff knows their stuff, they are on time, courteous and quick. If you need a gate, security gate or screen door, don't bother looking anywhere else, go with First Impression Ironworks!

Jacqueline I.

10/16/2016

First Impressions made the process painless for repairing an annoying broken gate I had been dealing with for years!. I was thrilled that the tech was able to come out quickly to measure and gave me lots of great ideas for a replacement gate. I appreciated him giving me ideas of what I needed and I did not feel the sales pressure I have felt from other companies. He also informed me my door swung the opposite way it should according to code and they installed the new door correctly. My new gate is beautiful, opens and shuts with ease and quietly. Everybody I dealt with from the sales person to the installer was polite, informative, timely and extremely professional. I highly recommend this company to everyone and am looking forward to using them for an iron entry at my house!

Ewa M.

06/11/2018 12:00:00 SA

Really disappointed with the customer service. They did the courtyard gate and my security door for me previously. Had a quote done for my side gate but after quite sometime I called to proceed with the side gate. They informed me the prices went up and that they would have to re-quote it which I said was fine. I told the sales guy Mike Cordes to have it match my other gates. I even have emails requesting that. He told me he would look at my old contracts to make sure they get it correct. They came to install and is doesnt match at all. Not the texture not the color and not the high gloss finish. When I called Jennifer first told me that they could get that color but it would cost $300 extra. Then she came back to say no but they would give me $200 off. I went by the showroom to look at the options they had and none of them are close. They are refusing to work with me. I even found a different brand of paint that matches but they won't work with me to fix the problem. Jennifer also told me there's only one handle but when I went to the show room I saw several options available which none were offered to me. Another woman I spoke to didn't even know who owned the company. How do you work for someone that signs your check and not know their name. Beautiful gates - poor sales staff and customer service.

Jim E.

7/18/2018

Couldn't even get them to give me a real estimate (not a quote, mind you) when I told them dimensions and the models I was interested in.

Linda C.

04/08/2016 12:00:00 SA

I love my security doors. The service and quality of this company is impeccable! I have purchased their doors for another home years ago and loved the quality and the snug fit. We live in the desert and need to keep the bugs out. This local company seems a bit higher cost but worth it. Highly recommend them.

Heather W.

01/08/2017 12:00:00 SA

Recently had a gate installed on my brand new home and the installer damaged my stucco in 2-3 areas then tried to patch it however it was done poorly and it needs paint. When my husband asked how First Impression planned to fix the damage installer said We are not stucco guys. Call your builder. My husband has called company 3 times since to get damage fixed and sent pictures with no response yet. We spent over $2300 on our gate and they clearly did a poor job measuring and do not stand behind their work. Very unsatisfied customer!

J E.

6/24/2012

With another round of First Impressions contacting me, They have come to the conclusion that the gap/unsquare door build is within their acceptable tolerances.
Also the difference in powdercoat color between the door, frame and Z bars seem natural and acceptable to them as well.
I'm being told that my color option rustic iron is custom mixed by them and this color is the ONLY finish that has this characteristic.
If this is true, The customer should be WARNED while still in the ordering/building process & not left as a surprise!
In a few days I am expecting some new hardware as we are going to try to shift the door frame to get an even gap.
On the possessive side of things, They worked with me on getting the correct gap between the door and door frame on the hinge side.
I had to remove the lower hinge, install the hinge screws in a second set of holes that were pre-drilled on the frame and drill 3 new holes in the door.
I also received a new unscratched door handle set and the correct keyed deadbolt lock.

I'll be back with more updates.

********** UPDATE 7/5/2012 **********
3 stars now for First Impressions
I received the new hardware which was sent very promptly.
After several more phone conversations with First Impressions, I now have a proper gap between the door & frame.
They have been more than helpful on resolving the fitment issues.
Next on the list, they are going to try to resolve the fitment issues with the screen sashes.
If/When the sash issues are fixed,
All that would be left to resolve is the multicolored Rustic Iron powdercoat variances between the door, door frame, Z-bars & expander.

Again, I'll be back with more updates.

S S.

3/21/2018

Still waiting for our screen window grids to be installed, we signed and paid Jan29/18. Such poor service from this company. They say they are busy with customer care so what does that tell you!!!!!!!!!!!!

Charlotte L.

4/21/2013

We used this company to get a small gate made for our new porch, as well as a little bar detail for the porch wall. The representative that came to show us samples and plan our design for us was really nice, we had a great time planning everything out with him!

It took a bit of time to get the parts ready to come be installed, but this was to be expected with a custom design, we had no problem with it. The guy that came to install the items was nice, but very quiet. After he installed everything he told us there were no problems and had us sign a paper saying the same. It was only after he left that we realized that he damaged our porch wall quite a bit when installing a rail. The rail must have been a little short and when he drilled it in it pulled one of the cinder blocks up and left a huge gap that we had to later fix. We were not very upset about it and would have gladly fixed it ourself either way, but I was disappointed that the employee that installed the rail told us that there were no problems and didn't point this out to us. This is the only reason they are getting a 3 star from us instead of a 5 star. Honesty is important!

Peggy F.

5/15/2018

We received our doors on time and they were beautiful, but our story does not end there. They forgot to install our wind catcher and our deadbolts faceplates looked like a 2-year old installed them. I guess I should have paid more than 10k for a quality uplift. Attention to detail is not their strong suit. With all of that said, we had to go through the service department to get these items fixed which was understandable. It took several days to get a call back and once they scheduled the work it was 3 plus weeks out. I am in the sales, service business and if my techs do an install and there is an issue, we are out there the next day correcting it. It is obvious this company does not have the same philosophy. I guess that is what you get when you prepay, it leaves you no recourse. We finally got our issues fix so my hope is we don't have finish issues like a lot of yelpers have posted. Beware of this company. You might get lucky .

C J.

4/30/2008

Still love the security screen that was installed in 2005. They had a huge design selection, and they altered one of their existing designs to create the desired look. They matched the color of the door at no extra charge, since it was one of their regular colors--again, a large selection.

The installer did a great job putting in the screen door and extending the threshold to keep out bugs, and they sent someone back twice under the warranty to make the necessary adjustments. Also toured their facility in Gilbert, and saw where/how the doors are made, which was fun to see. Addendum: Here it is over a year since posting this review, and they sent someone out today to adjust the door and he also took time to remove/clean the screens and frame, and check the caulking. Same good service as always. Still highly recommend.

Update: Just re-read my review; it has been six years since this screen door was installed, and I am as happy with it now as I was in 2005.

Jerry B.

03/07/2018 12:00:00 SA

I wish there was a way to leave zero stars because I would for this business!! After waiting over 2 months for my door then getting the run around they finally showed up to install and I had to turn the door away because of the poor quality. They showed up again 2 weeks later and installed the door partially then quit after running into problems. 2 weeks later now their third attempt they once again leave without completing the install. I attempted to contact the company on multiple occassions and their customer service department and they refused to provide me with a managers name that would be able to help me get my door installed, I was told the manager takes over 1000 of these calls a month so they could not take my call. To date my door has still not been installed correctly. Do not fall for the pay in advance and get a discount scam, once they have your money they could care less about customer service!! Never ever ever will I ever purchase a door from this company again!!!

Jeff E.

06/09/2017 12:00:00 SA

Once the check was cashed, the nightmare began. Salesman could not have been better. Gave us what we thought was a great price on sunscreens for the entire house. We paid in full that day by check, which saved us some money, which was our first mistake. Got a call two days later with dates for the final measurement, and installation. Final installation tech was a no call no show. I called the next day to see what happened, and was told he was running late, and had to end his day. Apparently he was running too late to call. Re-scheduled for the following day, and asked if this would back up my installation date for the following week. The lady on the phone assured me the installation would go on as scheduled. Morning of the installation, I get a call cancelling, because the screens aren't done, and they're not sure when they'll be ready. I call back two days later, and get apologies, and an install date for the following morning. Installer comes the next morning, and the first thing he says is the screen for the big window wasn't ready, so they'll have to come back out to do that one. Additionally, the screens for the front of the house did not have the cross bars installed as ordered and paid for. So those go back in the truck, and will have to be installed at a later date. Installer puts the rest of the very poorly made screens up. As others have posted, mine have scratches and rubber gunk residue on the frames, and gaps where the frame pieces are joined. Far from the quality we expected. I'd much rather have the screens removed, and my money back.
Received a voicemail from the service department last night saying they want to finish installing the remaining 5 screens in 11 days!!!
I would advise to stay away from this company, and definitely don't pay upfront if you choose to use them.

Update 6/9: Issues are still not resolved. During the installation of my replacement screens, the installer broke one of my windows by screwing into the glass. Glass company was out three weeks ago to measure for the replacement pane. Still waiting for them to come and repair the broken window.

Mike P.

12/01/2017 12:00:00 SA

Not sure if this company is purposely trying to lose business, or just incompetent. We had purchased a $10K door from them about 6 years ago and were mildly impressed; not a perfect experience but worked out ok in the end. When we recently moved and were ready to place a new door, we essentially gave them a sure shot at the new business...just come out, give us a price, timeline and we'll write you a check. After coming out for a 1st visit, they wouldn't give us any visuals without a $500 deposit; from there it took 3 weeks to get a price. After 10+ emails asking for a status so that we could finalize the contract, we finally gave up at went to their competitor in Tempe. Within 24 hrs of the 1st phone call to them, we had price, delivery, drawings (no charge) and a signed contract with them. Stay away from First Impressions....no clue on how their staff is running the business!

Denis D.

11/19/2015

Good product. Terrible follow through and service.

The salesman disappeared after closing the deal and handed us off to production. Everything seemed to be going well until they failed to show up to install the door on the day it was scheduled. After some negotiation they agreed to send the installer back first thing the next morning. The door he brought was missing a wreath hook that was on the original order but we elected to overlook it. He installed the door but left a mess behind. He could not rekey the locks to match our house key so we had to schedule yet another appointment and wait through a 4 hour window for them to arrive (even the cable company gives 2 hour windows...). On the third trip the tech arrived and installed incorrect door hardware (it was supposed to be upgraded hardware with a rubbed oil finish). When I contacted the service manager she tried to tell me I must not know the difference between cheap painted hardware and the oil rubbed hardware we ordered. I demanded that it be replaced and she finally relented. On the 4th appointment the installation was finally completed. I tried on 2 occasions to contact Tim Bartholomew, the owner, to express my discontent. He never returned a call.

We made the mistake of paying in advance since the company seemed reputable. DO NOT MAKE THIS MISTAKE YOURSELF! if you choose to deal with this company make sure you hold back some money to retain leverage. It may keep you from getting the same poor service we received. While I am satisfied with the finished product I would not recommend the company.

Vince C.

11/27/2016

Update 11/27/16.

We finally had the door completed in mid November. Once again I have to say the door is spectacular. I want to give them 3.5 stars, but I can't so I'll round to 4.

After my previous review things went much smoother. There were three additional trips that occurred, but all occurred on the day we were scheduled.

Additionally, I recently received a call from the Customer Care Director. She had reviewed my case and called to apologize for the inconvenience we had gone through. I truly appreciated her taking time to acknowledge the headaches.

Bottom line is that I believe this is a good company and I hope their internal departments learn how to communicate better for a better customer experience. I will recommend this company to other, but with the caveat of what we went through.

Terri G.

12/01/2015 12:00:00 SA

No disappointment with First Impression Security Doors! This company was recommended by other owners in our condominium development. They were prompt, efficient and appropriately priced. It's always a pleasant surprise (though it shouldn't be) when a business does what it says it will do, when it says it will do it. We recently used a subcontractor from Home Depot to do some work and it was a totally different experience. Lesson learned. Sometimes you have to remember--you get what you pay for. In this case, we definitely got our money's worth!

Adrianna L.

10/31/2017

Worst customer service ever!!!! After going back and forth for three months, I still do not have a workable front gate!!! This company needs to re-structure and hire staff who can do the work. Never referring or using them again.

Adam A.

10/16/2017

I can't stress enough how poor the customer service is for this company. They build a great product however it took four months to get it installed. They installed it in improperly and incompletely the first time and damaged my wall. I requested to speak to the head of customer service twice through my customer service rep and got no response. My mistake was paying in full upfront.

Tukeefoodie T.

02/08/2018 12:00:00 SA

I echo the other reviews listed here. Ordered a very expensive door (8k) after a friend used them and said they had a wonderful experience and received a fantastic product. Sales process was great and the salesman was fun to work with.
Door arrived 4 weeks later and the measurements from the salesman were off, as in 3 inches too tall and an inch shorter on both sides. The installers are subs-so just know you are not dealing with first impressions installers (my sub was good though). Because the measurements were off, they had to literally cut into my house/stucco/drywall-which of course I am now responsible for painting and repairing. The sub was unable to get touch up paint to work and did not have the correct length threshold cover-said he'd call me that night to schedule when he would come out-no call and he didn't answer my calls or texts the next few days.
Finally had to call the Customer Sales Dept. after the sub blew me off and yes, had to send pictures to them. Also discovered the low e glass I paid extra for was not installed so they had to reorder the correct glass and have yet another sub come out to install. I only caught this because they left the sticker from the glass manufacturer on the glass insert by accident. However, they were truthful when I asked them to check on the Low E because the sticker never said it was Low E.
They didn't seal the outside of the door with caulking against the stucco (not sure if that's included but feels like it should be). They also forgot the peep hole and had to get another sub to come install that and the threshold cover.
When I complained to customer service they basically said the company was growing and this is an example of growing pains. That's admirable to acknowledge it but if you read the reviews listed on yelp, they haven't fixed it so...lots of neighbors asking about my door and I haven't referred first impressions to one of them.
Once the saga is over, it will be a beautiful door, but it's been a long frustrating process when it didn't need to be. I am happy your company is growing, but you will lose future customers if your service doesn't improve and your reviews don't get better.

Elaine W.

04/05/2017 12:00:00 SA

Beautiful doors. Good salespeople. Sub-par customer service. I have four doors from this company. There were issues after the first installation & I gave up trying to reach them to do a repair. When I bought three more, I also arranged for repair on the first one. Scheduling installation was not easy. Conflicting dates/times, confusing information, just not very well handled. After the installation, noticed a problem with the repair. It took many phone calls and emails to get a repair scheduled. The first repair appointment didn't go well - the repair person didn't arrive on time. Then, another round of phone calls and emails to get the second appointment. The time frame for arrival was sometime after 1pm. The person never arrived. No apology, no follow up, can't reach customer service now. And there is a second repair issue with one of the first doors, some shoddy workmanship in installation. The company uses the excuse that they are located in Gilbert & Tucson is difficult. What's troubling about this is that I saw the company selling doors at an event in Tubac -- and how are they supposed to schedule installation and repair at a location that much further away when they can't do it in Tucson? I still hold out hope that they will eventually call and schedule the repair. A girl can dream.

Doug P.

7/24/2017

I bought a court yard gate in 2014 and I have to say it looks beautiful. However in the last few months it has began to sag. I was told it was not covered under the installation warranty because it has been installed over 2 years ago. I understand this however after removing the gate myself and preparing to fix the sag myself I discovered that it was installed improperly. The lag bolts that hold the heavy gate into the block wall were installed only 3/4 of an inch from the edge of the wall. This does not allow a strong hold for such a heavy gate. The gate was not centered on the opening to allow for the gate lag bolts to be anchored in the center of the block which would have given the gate a firm mount. Secondly the installer only used 2 bolts for the gate instead of three. There are three holes in the mounting bracket. Three lag bolts should have been used. The installer did a poor job which caused the gate to become loose. I should not have to pay 350.00 for the gate to be rehung when the installer did not do his job correctly the first time.

C B.

07/11/2009 12:00:00 SA

Randy, the rep from First Impressions Security Doors came out today. Very thorough and knowledgeable. The prices are high but reflective of the quality. Update to come after installation.

WOW! They installed my gate FOUR days later! Looks great!

Doug S.

6/21/2017

If you are considering purchasing your security doors from First Impression, buyer beware! This company is NOT CUSTOMER CENTRIC. Their focus is on selling products first, and installing and creating value with their current customers, second. We spent over $3,800 on two security doors, paid upfront in full, and when we they incorrectly made one of our doors, we had to wait two months to get our replacement front door installed because they were too busy. We will never do business with them again since they do not value their customers in our opinion.

Rob R.

5/15/2018

We have had our security door for about 3yrs. Last week the mechanism in the door failed and it would not open. This is our front door and the fire exit for my kids' rooms so very important to correct immediately. While at first we received some resistance, I escalated it and I was put in touch with John Garrison. John embodies the tenants of customer service! He came out at 5:30 on Friday night and worked on it for over two hours. He would not leave until the door was functioning perfectly. He replaced the mechanism at no charge out of warranty due to the failure of it and made sure we were 100% happy. Ralph followed up Monday morning to ensure we are happy. Good move! A story of turning a bad experience into a fabulous one. Definitely recommend them!

Bryan C.

3/21/2015

We had First Impressions install solar screens on our old house and it looked amazing. When we moved, one of our first calls was to First Impressions for solar screens on our new (but not new) house. Again, awesome job. Then we had them install a very nice RV gate. Neighbors were stopping to look at the gate for months. Install was a single day job. We had a hiccup with wood treatment, but they took care of the issue quickly and like pro's. As a 3x customer since 2006, I'd recommend them to anyone!

Marie D.

9/26/2016

The security door is great! The service is horrible. They make you wait all day long with a 30 min call when the tech is on the way. It is unfair to think the customer should wait all day! What happened to Customer Service? The procedure needs to be changed because it is a full day of work lost!!

Mike T.

03/06/2015 12:00:00 SA

We are incredibly happy with our new security door and the process involved in getting it. The salesman at store managed 3 different customers with such ease and professionalism. Within 30 minutes of talking with him about what we were looking for he had the perfect door picked out. Cost was right in line with others we checked out but the quality was top notch. 5 weeks to get but they got it in and installed in 3. Installers were polite and very professional. We would highly recommend you purchase your door from here.

R P.

3/14/2018

SO HAPPY with my Security Screen Door from First Impressions.. EXCELLENT quality, and GREAT customer service. Highly recommend them... I worked with Shauwn who came to my house and showed me my options and even photo shopped the doors I was thinking about, onto my existing door so I could see what it would look like.... Made is so easy to make a decision.... QUALITY customer service and QUALITY craftsmanship.

Alli M.

04/07/2015 12:00:00 SA

We had First Impression install a security door on our front door in September of 2012. Even though the door looks nice in terms of design we have had functionality issues with the door in terms of the performance of the slimline lock/handle and ease of opening the door.

First Impression came out recently and addressed several issues with the door and it is definitely easier to open now. We appreciate their willingness to work with us to resolve these problems.

Gail D.

4/15/2015

This is the second home that we've contracted First Impression to install security doors for us, and we love them. They're very high quality and secure. There's a beautiful selection of designs to choose from and we're extremely happy with our doors. We received very professional advice and guidance in choosing just the right doors for our new house and we love the way they look!

Andrew A.

12/28/2016

We love our security door and have only had it several months. Christmas Eve the lock mechanism broke and we are unable to open or close the security door. I've called them 3 times (albeit the first two were over Christmas Day and the day after) I called multiple times yesterday speaking with actual people and explained we can't open the front door and the only way we can get out of the house is from the garage or back door. That we need someone to come out so we can use our front door and no one has responded. You would think a local company would understand the importance of someone's front door not opening and literally being locked in.

Mike P.

5/24/2015

Never wrote a review before but after the horrible service I encountered at the Gilbert showroom, just had to share.

I came in to pick out a glass insert for my door that First Impression already installed for me two years ago. I spoke to George in the service depart which was great and very helpful, but I wanted visit the showroom to see what other glass options there may be. When I arrived at the showroom, there was no one to greet me, I walked past a meeting room where two guys were working, I'm sure they heard me come in. I stood in the showroom for nearly 30 minutes until I walked into another office and asked a worker sitting behind a computer if there is anyone there that can help me. He then asked one of the guys in the meeting room to come out and help, he didn't seem too happy that I pulled him from his training/meeting. He hurried me along in picking out glass options and then excused himself to go back into the meeting leaving me there once again alone, I then just left.

I heard on the radio for people to visit the Gilbert showroom all the time, I sure hope this is not the norm, I wouldn't think anyone would be buying these doors.

These doors are not cheap by any means, and for me to put down another $300 for a custom glass insert I would expect a little better customer service. I will need to purchase the glass since they did design the door and I'm stuck with this company.

I would of given one star, but George in customer service was a pleasure to work with over the phone.

Gilbert Showroom Customer Service = TERRIBLE

Amy E.

10/20/2016

Salesman was great and patient with me as we picked out my door. Unfortunately when the man came to install it, the door was made incorrectly with the handle on the wrong side. Only after the installer drilled holes into the stucco of the house did he realize the door was made incorrect. They did rush the corrected door to me, but it has given me numerous issues since installation. The quality of the metal is not as sturdy as a previous security door I purchased elsewhere. It rattles and vibrates each time it is opened and closed. The door continues to come unhinged because the installer used too small of screws. When I called the company I was told I would have to pay to have a service technician to come out to check on the issues I was having with the door. Big disappointment.

M P.

6/23/2014

I think honesty is sometimes the best policy. We had a backyard block wall that had to be destroyed and a gate put in its placed. I called First Impression in mid April. They looked at the project, and gave me an estimate for construction of the gate. They said they'd give me a call for the estimate on demo of the block wall. It is now mid june, and haven't heard anything from them. I then had Great Gates scheduled for an estimate 3 weeks after First Impression. They provided a detailed estimate, I went ahead with the project and they've been mailing me updates. Needless to say who I will go with for our $10k+ front double iron entry door project. It won't be First Impression.

Eileen W.

03/07/2015 12:00:00 SA

We live our new first impression doors! All you have to do is open the door once compared to the large box hardware stores selection to feel the difference in quality - and First impressions was less $$$!

John M.

9/17/2016

Our door was reinstalled today and it is beautiful and functions great. The reason for the 3 stars is that our door initially had crooked pickets and then the process to get it fixed took close to two months. I would still recommend the company, but my suggestion would be to actually go look at your door before it gets to your house to make sure that nothing is off about it. My assumption is that our experience was unusual. First Impressions makes beautiful products and we are very happy with our door now that it is fixed and installed. Had we seen our door before it was installed, we could have caught the issue sooner and it would have made the experience much better. We were grateful that the company did honor their value for quality and they did correct the issue.

Cindy P.

10/19/2017

This year we purchased our second heavy duty front iron door from First Impressions. We had purchased one for our previous home approx. 5 years ago and loved it. We decided to buy another for our current new home. These doors are gorgeous, but they are not inexpensive, close to $5,000. You'd think paying this kind of money the customer service would be good. I don't know what happened to the company over the past 5 years, but they are horrible to deal with now. On this current door, they painted it a different color than we had picked at purchase time. After 6-8 weeks of weekly calling them that they needed to fix it, it was finally repainted almost 2 months later. They ignored us at every turn they could. Once they take your money forget getting anything out of them. 4 months in, the door needs adjusting, which is normal on occasion. I called and it's difficult to get through or to get them to call back. They service lady was really nice, I have to jump through hoops to get them to come out. I have to send in photos of the door, which I did. The door won't lock unless you push extremely hard on the door. I have yet to get an appointment. I'm sure I'll have to call back. This is the last product I will purchase from this company. We just put in an iron side gate and purchased it from Whiting Iron. They were easier to work with for sure and they have a very similar product!! My neighbor would not purchase from First Impressions after she saw our issues this time but purchased from Whiting Iron instead.

Matthew H.

7/15/2011

I am very pleased with my security door. I have to say, I have one of the most beautiful doors in my neighborhood! I got a new design and wasn't sure how it would look, but it has exceeded my expectations!

Our sales consultant was very helpful in the designing our door. He offered options like a faux arch and a wreath hook. We took our door to the next level with specific custom touches that nobody else will have.

It has been about six months since we had our door installed, and it has held up very well. The door glides smoothly shut, and it slows down before it latches. We receive many compliments on our door. We also love that we can keep the front door open when the weather is nice!

D B.

05/08/2017 12:00:00 SA

First impressions makes a beautiful custom gate!! And for service, Ben Dass has been excellent to work with!!!

Jeff S.

10/08/2017 12:00:00 SA

I have not heard from First Impressions since they installed my door and refused to make the door useable. After reading the latest reviews does not look like they care about their customers. I would not use this company.

Megan H.

10/07/2017 12:00:00 SA

Update. So after contacting customer service I was connected to Jennifer. She was very good with staying in touch with me all week. Yesterday Matt was out and did all of the adjustments to our door. The door looks to be pretty bug tight now like our front door is. I had a different customer service experience than others have posted on here. My problems were taken care of in a timely manner. I just wanted to let people know that customer service handled everything very well this week. Hopefully they will continue to get better with that and provide the good customer service I had this week.

Kathy H.

02/02/2019 12:00:00 SA

We had been happy with our Security Door until the frame holding the screen to the door needed replacing. We didn't mind replacing the frame and screen, eventually things do wear out in our harsh climate. We took the screen and frame to First Impression for replacement. When we picked up the screen and frame there were no holes drilled into the frame to re-screw it onto the door. We asked if they could drill holes in the frame and were told Oh we don't do that. We then asked if they had kept the old frame so we could use it as a template to drill holes in the new frame and were told we threw that away. We are so disappointed in the half-finished-can't-possibly-install-as-is screen replacement. Now what? We're supposed to hire someone to drill the holes for us? Do not buy a door from this Company unless you have a backyard shop in which to finish any repairs the door might need down the road.

Beth D.

10/23/2018

Sales person Mike was great when he came to our house for a quote, promised the best on a new security door. We had to stop at the store to pick up a sample, the gal in the office was rude, I don't know anything about this, no one told me about you coming to pick anything up. After her complaining for over 5 minutes she gave us a sample. Time for installation, they hire outside company for this, the guy was great. The door was a mess, very poor workmanship on a door that we paid over 1200.00 for. The installer stated that all doors are inspected prior to leaving the shop. Not in this case, we made him take the door down and return it, he agreed. Called our sales person who said he would follow up. A week later received a call that the door would be installed in another 2 weeks. Door came, the color was slightly different than the door frame. Called again, someone would get back to us, never happened from customer service nor from our sales person. As others, we paid up front. First Impressions Customer Service is terrible, WOULD NOT recommend.

Peggy P.

5/28/2016

There is absolutely ZERO customer service with this company. They do not respond to calls or emails promptly and then schedule appointments and do not show up. They take your money and toss you out with the trash. Almost $3000 spent and then treated like this?! Take your money somewhere else.

Lynn B.

8/16/2014

Very easy to work with all the way through the process. The salesman was knowledgeable and listened to what our needs/wants were. There was no high pressure to contract for a higher priced door. The installation was quick and professional. I highly recommend this company for your security door!

Ada L.

05/09/2016 12:00:00 SA

If you are going to buy doors from First Impression Security Doors let me give you some advise. They have beautiful doors mind you but here are somethings I wish I did. Go down and inspect the doors before they show up at your house. Our doors had a few defects/flaws on them even after going through their quality control, even the glass had a scratch on it. The design approval they sent us to sign off on had the measurements wrong!! My husband an engineer caught the error but an average person would never think to check that assuming the company knew what they were doing. And if you read the contract, you are responsible for any errors as you are signing off on the drawing....so be careful. But they are beautiful doors.

Mark B.

8/29/2017

I love my iron door, the workmanship is outstanding. The installation was tricky and it took a couple of trips to make it perfect, but it is gorgeous. I highky recommend them.

D. M.

10/29/2016

First Impressions installed a security screen door for the front of my house nearly 6 years ago and I love the color and design combination as much now, as the 1st day they put it in. It is truly quality workmanship, the kind of added security I was seeking. In fact, I was so pleased with the front door, I decided to put in security screen doors for my sliders in the back of the house too. I received several compliments from neighbors when I put the front door in and have continued receiving compliments over the years. Terry was incredibly helpful when I bought both doors and so patient during my decision making process. She wanted to ensure I would be happy for years to come and I am!! I would highly recommend First Impressions if you are looking for a beautiful security screen door with high quality construction and great customer service!

Sherri T.

07/08/2017 12:00:00 SA

I purchased my screen door for over $1600 less than a year ago and have had multiple issues. The response of the customer service department is to take a message to forward to the techs who then take several days to get back to me. Unfortunately, the response is to send me an email asking for additional information which is answering questions that had already been answered in the initial call. ***update***. They did make this right and fixed the door.

Justin B.

6/26/2017

Saw them at the home show and made an appointment. Greg came out to give an estimate and we designed the gate for the courtyard. We had to get approval for the HOA. I called about a week later to First Impressions to let them know they gate had been approved by the HOA. Took about 3 weeks to build and then they called to schedule a time to install the gate. We absolutely love the look and quality of the gate.

James C.

11/11/2013 12:00:00 SA

Let me start by saying I attempted to use this company and my review is not based on their products or install abilities. I contacted First Impressions after speaking with them at the home and garden show about a small project for two decorative window coverings which they said was not too small of a job and would be able to take on. They instructed me to contact them after the show with dimensions and other details and would be happy to work on this. I supplied photos and dimensions and in a reasonable amount of time I was given a quote of $500. The salesman Shane then followed up and said the owner feels $600 was more reasonable. I politely declined based on the new price and said I would shop around and circle back should I change my mind. Approximately 6 weeks later I contacted Shane again and said I would like to move forward, I resent photos and dimensions per his request and he said he would get back to me the next day after speaking with the owner. After 20 days and a few follow-up emails from me (all of which were polite and simply asked if there was any update) I was finally (politely) informed that First Impressions could not take this project at this time. I inquired if it was because the job was too small and received a reply with a very brief apology for the inconvenience. While all correspondence was polite I simply cannot recommend a company that changes the price on you, then takes 20 days to respond and turns down your business. Too bad too their products look very nice on the website.

Just a brief update 6/13/14: Since the time of this review I contacted Great Gates who designed and built the product I needed and at a price lower than the original quote provided by First Impression. I have now used Great Gates for a few different projects and have been satisfied with their service.

Julie L.

6/15/2017

Our gate was installed and was beautiful however we realized our small dog could squeeze through part of the gate. We were quickly given several options to fix this problem. First impressions gave us a steel attachment that we could use at our discretion. Problem solved. This matches the gate perfectly and can be removed easily when not needed. Thanks for solving this issue and making it easy!

Thomasina M.

8/24/2016

Did an excellent job...from estimate to completion. Answered all my questions, offered solutions to unique structural issues, and delivered a quality, beautiful product. About to order another gate from them and would recommend to all!

Steve G.

5/23/2017

Worst customer service I have ever seen. We had an entry gate to our courtyard installed two weeks ago. The installer could not figure out the salesman's drawing and measurements so improvised and installed it the way he decided it should be. Now the gate is not centered at the point of entry which left a wide gap on one side between the support post and house. He filled in the gap with about 10 silver colored shims at all three mounting points. Terrible eye sore. When I asked if he couldn't somehow cover them he told me I would have to hire a separate contractor to fix his mistake. The gate does not hang level or even. Contacted customer service the next day. Supplied pictures of the problems (there were more than I listed above) at their request and was told someone would be contacting me within 72 hours. Never happened. Two more calls and both times the person answering at customer service said they would refer it to the management team. I tried to explain that it had already been assigned to the management team. Both times it fell on deaf ears and I was told I would be contacted within 72 hours. Called again today. Same result. Now the gate has pulled away from the house. Apparently the installer didn't anchor it to a stud. We were hoping to order matching security doors. Yeah, that's not going to happen

UPDATE
I have been in contact with Tim Cornelius (owner of First Impression) since the installation and customer service complaint started. Today an installer (Clay) arrived to finally remedy the problem. Clay should be the only installer for FI (I know, that's not possible). Clay was on time, knowledgeable, professional, and friendly. The gate now hangs perfectly and we could not be happier with the final result

John M.

2/19/2016

I purchased a security door from them from their Exclusive line. They had to come out 3 times to get it right and I had to keep calling because their communication wasn't up to my expectations. In the end they delivered and made it up to me. The end product was a very beautiful high quality door.

Mike F.

4/14/2017

Horrible Warranty! They did a poor job installing my security gate, it no longer closes properly. When I asked for someone to come look at it they immediately said it would be $90 for the service call. Very poor service. I expect more from a $2k security gate.

John E.

6/13/2018

We purchased our over $2000 security screen door in 2012. While we loved the beauty of the door, we have always had issues with the screen coming out. But having to reorder the whole screen frame has been a nightmare. Starting with Manuel who answered the phone, over talking me, not knowing what he is talking about, not transferring me to the associate that handled the reorder, not transferring me to a supervisor and said he would call me back to let me know the status but left a message basically saying he didn't know, that was Friday. I called today Wednesday and again Manuel answered the phone, said I would need to speak with another associate but she wasn't in so I asked for the supervisor which he refused once again. He said there was nothing more he could do and hung up the phone. Thats right he hung up on me! I called and spoke to billing to see if I could get around him to a supervisor which I have not hear back from again. Left message on Friday with her as well. I have proof that the screen was ordered on 6/1/18 but they just billed the card yesterday so I think the order never got placed. If it wasn't a custom door I would just go somewhere else but I need the door to match my existing door. UGH!

Tonjah W.

06/12/2014 12:00:00 SA

This is the second time I have used First Impressions at two different residences. They have great customer service and quality doors. I was lucky enough to have my door installed on my birthday, they arrived on time as promised. The door was absolutely gorgeous. My front door is red so I had to match it. I ordered the Napa in Montero Red and it was the perfect match. The door was installed three weeks earlier than expected. The installer was very nice, had me view the door prior to installing to ensure it was what I ordered. He explained the maintenance and upkeep, safety of keeping the key near the door in the event of an emergency. The entire experience was flawless. Terry Hardin was my sales person for both transactions. I highly recommend, if you need a quality security door, First Impression is the only way to go.

Barb B.

04/11/2016 12:00:00 SA

We had the front door done about a year ago with First Impression Security Doors and it looked so good that we had the back door also done. Great quality doors and Nick our installer was very friendly and professional .

Marlene B.

7/13/2013

I live in the SF bay area and wanted to add security screen door. i looked on the web and found first impressions security doors with an SF phone number. So I called and got routed to Gilbert, AZ. I was quoted a few prices and I was interested in getting a detailed quote. Tracy said he would email me and I could send him a picture of my front door. That was on July 5. I waited over a week for the email and no response. I called their office today, July 13, and no one from the national sales team was working. Well I guess they don't need my business. I've given them 2 chances to win my business but I guess they don't want my order. I'll go with another business that provides better sales support.

S M.

4/26/2017

Why is it when there is a poor rating there is no follow up from the company but if there is a high rating the company replies to the comments. Seems like they should be following up on the poor ratings to help themselves. With this alone I will not buy a door from them.

N A.

3/21/2012

In February, we went to the West Phoenix showroom looking for a security door. We immediately got the feeling of a 'hard sell. They wanted to know our names, where we lived, etc. While the sales staff was knowledgeable about the doors, they were quick to bad mouth their competitors' quality. They also claimed that Home Depot doors cost the same. Since we have been shopping around for doors, I know this is not the case. We asked if First Impression has a discount for paying in cash as opposed to by credit card. The salesman said he would have to ask, got out his flip phone, looked at it, but never made a call or sent a text message. Later, I asked again if there is a cash discount. The salesman opened up his phone and closed it right away, then told us it was 10%. We value honesty, and he could have told us up front what discount he was willing to give us without trying to make it look like he was asking someone.

During this same conversation he was again pushing us to purchase a door and without either one of us asking about the subject he told us that he doesn't get commission, he's just an hourly employee. As if that was an excuse for the hard sell tactics. Later that week I called the main contact number and spoke with a different employee at another showroom. I explained that we had visited the West Phoenix showroom and spoke with a different salesman and we had some more questions about the doors. He then told me that since we first spoke with someone else we should talk to him again because salesmen get commissions. Surprised by this I told him that the first salesman specifically said that he was not a commission employee. He then tried to backtrack and say that some employees are and some are not. Again, I felt like I was lied to. I asked the the new salesman to check into pricing for a different door and he took my contact info and said he would contact the owner, but since owners are difficult to get a hold of he would call me back in 3 or 4 days. He never called back and it has been a month since that conversation.

Needless to say we had a poor customer service experience at First Impression and were not willing to invest over $1000 in the company's product.

Sarah B.

3/15/2013

Great products but I had the strangest installer. I bought 3 products with three different installation dates. The same installer for all jobs. The company has you sign off on the completed work and complete a satisfaction survey while the installer is staring at you. Awkward. The installer had to borrow an extension cord on the third job. At the end, he never bothered to wrap up the cord to return it to me. He left it strewn across the driveway. I was glad to get rid of him.

N W.

1/15/2011

I ordered a security screen door from the company. Since I work during the week, I scheduled a weekend install for my door for when it was finally completed (they only install on Saturdays every other weekend).

So 3 weeks later, I'm waiting for my installer who according to the person who had set up my appointment should have worked on my door from 8-10 am. Around 10, I finally call the company because I'm tired of waiting and I understand sometimes things happen, but I'm told I was scheduled for that afternoon instead. Of course I wasn't expecting that and had already made other plans for my afternoon! Now it will be another 2 weeks for my door install because I rescheduled for a day when I could be home. (They will do the install for you if you aren't home but my preference is to be there if I plan on spending more than a grand on a door!)

If you choose to go with this company, you may want to call the day prior to confirm your appointment/install since I obviously wasn't on their schedule in the time frame given to me by whoever set up the installation.

Good luck if you decide to use this company. It will be a month for me to get my security door now!

Lisa H.

01/08/2016 12:00:00 SA

Beautiful door. Don't buy from them if you still want your doorbell to work. The installer pulled our wires loose somewhere in our home and it's not repairable.
The sales person told me to make sure there was extra wire and they'd put the doorbell aside and it would be okay. Well, not true. A call to the company got me no where. No compensation for the damage. They hide behind their disclaimer and won't accept any responsibility.
Sad that they don't care any more about their customers. If you are looking for a security door, go somewhere else! There are lots of other choices.

**UPDATE**
After filing this review and a complaint with the BBB, they finally wanted to hear about my problem. The first person that called offered me a wireless doorbell which wasn't a solution for us as we needed the power source to work for a camera doorbell we were about to have installed. Then a customer service manger called me. She knew where I worked (not sure how) and brought my place of employment into the conversation as she lectured me on don't I know how bad reviews hurt a small family-owned business?. Finally after about 10 minutes of her trying to shame me for writing an honest review of our experience with this company, I told her to wrap up the conversation as she wasn't even going to give me an idea of what they were willing to do to correct this situation until I took down my review and withdrew my complaint with the BBB. I wasn't willing to do that. More shaming and no resolution over the course of every conversation and email with them. Then they told me they'd pay part of the repair but only if I'd remove this review and my BBB complaint. I still wasn't willing to do that. So we had 3 electricians look at the doorbell and all 3 stated that the new First Impression door was in the way so they were unable to even give me a good estimate as it depended on what they uncovered under the door. I contacted First Impressions who continued their attempts to shame me for reviewing them, however they were even unwilling to uninstall the door so we could get the doorbell fixed. The director of customer service proceeded to tell me just exactly how to fix the doorbell although he is not an electrician and was never at our house. After telling him that if he could fix it that easily, to please do so, they closed the BBB complaint and cited their disclaimer.
This is the worst lack of customer service I've ever seen and quite frankly shocking. How many unhappy customers do they shame into taking down bad reviews and complaints?

Tyler H.

8/15/2010

We used First Impression Security Doors twice in the past 6 months or so. We had them put in a security door which looks amazing for the price. We then had them put sun screens on our windows which also look great.

I'd give it a 5/5, however the only thing that stops me from doing so was the installer was a little sloppy. Was an extremely nice guy, but left two holes in the door (hard to see) due to bad cuts/measurements.

James G.

5/27/2014

Today we had our security screen door serviced and the piston replaced after several years of use. When the technician finished, the door looks brand new! He went over and above what we expected. We recommend First Impression again and will tell our family and friends to use this company in Gilbert.

CT G.

3/20/2013

Had a similar experience as JE. Purchased an expensive but very nice security door that still is not installed correctly after three times. Like the door so Now looking to hire my own installer and have it done right. Suggest you find another security door company.

Anna A.

1/18/2014

Love the new doors that they installed. We had 3 doors installed (two single doors and one double) - which makes 4 in total. Everyone is very professional - from Bobby our sales person to Matt the installer. My only disappointment is that I don't have another door. :-)

R Q.

1/13/2017

I'm having similar experience that others have posted here. I've been trying to work with the service department for several weeks, but it's very difficult to reach them by phone and email. The hinge pins in the gate they installed in 2013 have already worn out enough to drop the angle of the gate slightly so it needs to be lifted in order to open/close the deadbolt. It's already been determined with the service department that we do not have a settling issue, but worn out hinge pins. This is a heavy gate and I'm the only one in the family that can lift it to lock/unlock it. Keep this in mind when shopping for a gate and ask about the life expectancy of the hinges being installed, otherwise, expect to pay a lot for repairs every 3-4 years or less if you use your gate frequently. In our case, we typically only open this gate about 10 times per month. I will continue trying to reach the service department manager and hopefully we find a solution to our issue.

Mahar C.

8/22/2018

great product. good service. install timely. good value. would use again.

Holly M.

11/07/2015 12:00:00 SA

Not happy with the product and can not find resolution; just a lot of run around. No answers phones here except to get you check. Save yourself by shopping somewhere else. Custom does require standards and warranty of some sort. Our front door is warped in less than 6 month. thought it was too heavy at installation and voiced this but to no avail; not its messed up and can not close. We are done and will be ordering a new door from a more respectful company. You are a joke First Impression Security doors.

Lori R.

9/20/2017

I thought I had reviewed on this site before but it must have been on their site. Like other people are saying, they DON'T stand behind their work. My door lock did not work from the beginning and they came and fixed it. That lasted a short time and when I sold my home earlier this year I found out that the door lock wasn't working again. We never went through the front door so had no idea. If you were outside you could not get in but you could get out from the inside. I called them and they told me I would have to pay them to come out and fix it. I will not pay them to come and fix their screw-up. Then they said they would discuss with the Mgr. and get back to me. Same story, it was out of warranty (2 yrs) so they aren't responsible for the door after that. I told them that the next house I am buying, I was having the same doors put on it and I would have those people fix it.... it didn't cost me anything. About 2 months later I got a call from a person that was about 10 minutes away and was heading to my house to fix it (for a fee) and I told him he wasn't coming to MY house and I didn't authorize the fix. They lost my business and everyone else I have told about this. I was also at the home show in the spring and I have (had) a big mouth. A 2 year warranty on something that expensive is ridiculous. Just enough time for it to rust and fall apart and they are not liable. Like the other people say....stay away. Oh and I was also told by a former employee that they come up with a price for your door based on your possessions. If they think you have money they charge more. Pathetic!

Rivka B.

09/10/2011 12:00:00 SA

Had security doors installed by a different company, but they cannot compare to First Impression Security Doors. From interest to installation, it went like clockwork, handled by professional, efficient staff. The door is beautiful, safe & secure, and the pet screening still allows us to see our beautiful western view. It is so great to be able to air out the house with a door that is flush to the bottom, ensuring that scorpians & other little critters will not enter. I only wish we had found them sooner !

B H.

7/15/2012

The company specialists came back 7/12.
The height of the gates/posts is now correct.
A problem I hadn't mentioned in my original post was 2 of the entry way fences were initially installed fully touching the concrete. Mike (FI) took those back on his next to last visit, had them cut/repainted & they were installed 7/12 (no longer touching the concrete).
They also drilled the cane pull holes (in the concrete) larger, so I don't have to wrestle with the pulls.
We appreciate having these items resolved; but it's a disappointment they were not installed properly in the first place.

The item that remains outstanding is the damage to the gates and posts.
This is where my expectations as a customer and (according to conversations with the company's owner - which, at one point, left me in tears) are different.
To be clear - this is what I expected:
1) professional installation
2) no damage to the products (we expected imperfections, but not damage)
(we didn't pay for damaged gates - well, I guess we did, since that's what we have now).
What the owner explained to me - regarding the damage, is this is big, heavy iron, if someone told you there would be no nicks/dings, they'd be lying.
As a customer, I wasn't aware that I should ask what their acceptable tolerance for damage is. Obviously, my tolerance is zero.

As far as what exactly IS the damage - the largest scratch (down to the metal) is approximately an inch in length - spanning the whole corner, the crest of the large RV gate was scraped significantly (in my opinion - obviously, the owner feels differently). There are several other scrapes on a large post and then multiple dings (again, to the bare metal) on all 3 gates. The company did touch up the scrapes with paint, but damage is damager - it's noticeabe.

I hope putting our experience on Yelp will help others make an informed decision.

Bruce H.

09/01/2015 12:00:00 SA

After visiting several iron door companies in the Phoenix area my wife and I concluded First Impressions would provide the superior product install and customer service should we have any issues. That perception and conclusion turned out to be based on smoke and mirrors at First Impressions. The initial install of our new iron front entry door was a fiasco. Because the door itself was not manufactured plum and square the upper door catch roller hit the edge of the striker plate. Scored all the powder coat off the edge of the door. The door threshold was badly measured and cut on site leaving large opening between the door sweep and the thresh hold for both critters and air to leak out. from under the door. In addition the door had over 30 spots where thee powder coat had come off, either in transit or during install. In fact as one of the installers was removing painters tape during the caulking process of install, she observed pieces of powder coat come off with the tape.

Needless to say we did not pay the second half payment for this door and thus began the run around from First Impressions. After several weeks of getting virtually no response from the company main office a technician was sent to the house to inspect the door. Upon his inspection he concluded that the door was both manufactured to tolerances and installed to the same. Upon hearing him make these conclusions I began to explain to him that his assumption and conclusions were incorrect based upon laser measurements I conducted for him. Having installed a door or two in my life I had just enough knowledge to be dangerous. At the same time my wife designs furniture for furniture manufacturers. In her business, she has worked with powder coated iron through many different manufacturers. She is a knowledgeable consumer. Knowing full well that properly prepared and powder coated iron should not flake off with painters tape.

After more weeks of indifference by First Impressions we were contacted and told that a crew would be out to remove the door, put in a temporary interior hollow core front replacement door while they re-engineered and re-powder coated our iron entry door. Two more weeks went by and the repaired door was delivered and installed. While the powder coat issues appear corrected, the overall install leaves much to be desired. I have had to make adjustments to the weather stripping used on this door along with making further adjustments to the threshold and door sweep. During the second installation of the door sweep and threshold I commented to the installers that the sweep attached to the bottom of the door was not installed properly. They had left jagged edges of the sweep sticking out at 5/8 from the edge of the door. I pointed out that not only was this extended piece pressing on and distorting the weatherstripping on the door jam but more importantly it was a serious safety hazard. Because the edges of this piece were very sharp hitting someones ankle or foot in the process of the door being opened or closed could be serious. The installer said he would grind this piece down as I requested it be properly sized for the door. As he took out his grinder I offered to cut it for him with my power saber saw and an appropriate blade. Upon doing so he took the piece and said to me that makes a nice clean cut with no jagged edges. When I asked him why he didn't have such a saw in his tool supplies he stated they don't supply this.

Our conclusion in purchasing from First Impressions is very simple. Iron entry doors while they look impressive are clearly not engineered with precision. If you are concerned about energy savings this may not be the type of door to use. As for First Impressions we found their lack of communication and indifference to our problem surprising. Yes the door was repaired but it does not exhibit the same fit and engineering displayed in the samples at the showrooms. And their willingness to elongate the repair process told use they were hoping we would just go away. That we will because we have an iron gate to replace at our courtyard entry. I assure you we will look elsewhere for this product

Beth S.

4/29/2017

So disappointed. We opted for a security door with hinged glass. We were told that First Impressions was the only company who offers this feature. Well, there's a reason for that - it DOESN'T WORK PROPERLY. When the hinged glass is open and you open the security door, the hinged glass follows and hits you in the back. When you close the security door, the hinged glass bangs against your inside wood doors, gouging the wood and marring the finish. I asked someone to come out and fix it, thinking maybe there was an adjustment that could be made, but the repair person said there wasn't, agreed with me that it was a design flaw, and expressed surprise that no one had complained about it. But he couldn't fix it - said he would report it to their engineers and someone would be in touch. That was several weeks ago - I'm not holding my breath. In addition, the lock sticks, despite having been fixed. The installation didn't go smoothly either - some parts were missing ??? and had to be installed at a later date. It took several phone calls to schedule installation of the missing parts and to have the hinged glass looked at. We paid $4200 for a door with design flaws and got very poor customer service. Do NOT buy this door.

Marcia S.

08/07/2018 12:00:00 SA

Buyer beware on this company. They over promise and under deliver. We love the enclosure (door with sidelights), but the installation crew is pretty untrained. Our problems however may have started with our salesman in that he said we would not have much of a gap between the frame and the walls. The gap turned out to be nearly one inch all the way around! Had to hire an experienced painter to fill in with rope foam, caulk it, and then paint it. The painter did a spectacular job, but I don't think we should have had this problem -- probably a mismeasurement by the salesman. The installation crew did not want to go out of their way to clean the door and didn't want to modify the door sweep on the bottom which stuck out from the frame -- they finally did it after I continued to complain. One edge at the bottom showed exposed metal and, again, I had to ask them to do touch up. Nothing was done willingly by this crew! Let's be clear: The enclosure is beautiful (it cost over $3,000), but going through the installation was very difficult. If you use them, make sure you go through everything with them, especially the gaps you may be left with to repair on your own!

Laurie M.

4/15/2014

We just moved moved to Goodyear and were looking for a security door. When I called First Impression and they immediately were helpful, kind and knowledgeable. We purchased a front door and double doors for the patio in the Tuscan look. They are absolutely gorgeous!! Everyone that comes to the house just loves them. In fact, I called back and ordered another one for the back laundry room door.

From the salesman, to the installer, to the receptionist; everyone with this company is a 5 STAR!!

TJ W.

03/06/2017 12:00:00 SA

Nice looking door (which it should be considering how expensive it was!) but.... the post-order process (meaning after they've collected payment) is one of the worst,most time wasting experiences I ever had. Almost a month of scheduling, followed by last minute cancellations and excuses. Purchased the door on Dec 9; on Dec 13 I was notified that my install date would be Jan 6. On Jan 5, I was notified they overbooked and I had to rearrange my life to accommodate a new schedule date of Jan 9. Really nice/professional tech arrived and told me that they didn't have the right size bolts for the frame, blammed the salesman for measuring it incorrectly, then told me they'd have to go back to the shop to get the powder coated, correct size bolts. A few minutes later the tech informed me that his shop told him to improvise the install with the bolts the tech had. That resulted in black, plastic plugs being used to cover the holes on the beautiful copper colored door. Then there were pieces that were cut to the right size that needed to be manufacturered and powder coated -- something wrong in that shop--they kept saying they couldn't complete the install because the various pieces weren't powder coated. Finally got the door installation completed in February It looks nice, but it was a journey of frustration getting there.

Raj M.

5/17/2015

As usual I did a bunch of research before visiting the showroom for first impression security doors. The sales person Kade was excellent in providing all options with absolutely no pressure. The door was installed and quality is better than expected. I had spent about the same amount of money previously with Home Depot for a substandard and cheap quality door. No regrets in going with first impression doors. Great job. Keep it up.

Kristin M.

01/12/2016 12:00:00 SA

Our screen security door is lovely but the after purchase service is lacking. A part was replaced shortly after installation and spray painted. Didn't match the door and now has really faded. Called about a replacement screen for another door and was rudely informed that if it wasn't their door, they weren't interested in helping. Don't think I would do business with them again.

Michael S.

01/09/2016 12:00:00 SA

We purchased our front two security doors about 9 or 10 years ago. The first problem we ran into was our doors are a tan color to match our house. When I arrived home for the install that day, the guy was getting ready to put up a forest green color. They fixed it but really gave me no explanation on how this happened.

Now, in 2016 my complaint with them is this. One of the most important items when purchasing a security door is the locking mechanism. If that does't work, you don't have SECURITY doors. Well, I am having to replace my handle assembly for the 3rd time because a metal piece on the interior that pushes the lock out broke again. I was informed by the locksmith from their company that this particular brand was only lasting about 5 years. Basically a design problem and they don't use that brand anymore. My first contact, they said they would waive the travel fee of $85 and only charge me $45 for the lock. Now, I get the call and since it isn't the lock per say but the whole assembly, he wanted to charge me $85. I told him I shouldn't have to pay anything since this is the 3rd lock I have had to purchase. When I told him I wanted to speak to the owner, he lowered the price to the original $45 they quoted me. What a company that says they will stand by their material and quality but apparently not their hardware and locks.

Brian J.

3/22/2012

They have come out and corrected all issues in a fast manner. Kudos to the company for stepping up and fixing any issues.

Mike R.

01/06/2018 12:00:00 SA

First Impressions had to reschedule the installation of my iron door three times. First, after the install was scheduled for weeks, I was told the glass insert was not the right size. We rescheduled for a new date. Then, after several weeks, the new glass was found to be scratched and/or warped. A third date was now chosen, again several weeks out. Then, immediately before the third date, I was told that the glass had not been received. After receiving a voice message that the glass was not in, I called to reschedule and did not get a call back. After a few days, I followed up and was made to feel as though I did not return the call. I asked the person in scheduling to somehow make it right for the inconvenience caused by repeated rescheduling and getting the door approximately 2 months after it was supposed to be installed (I recommended discounting the price or adding a touchpad entry). The person essentially said that it was not her job and that I should contact someone else at the company. Told her that I was already inconvenienced enough and that she should make the effort to make things right. She also claimed that nothing was First Impressions' fault. I told her that it was the company's fault because they continued to rely on a glass company that failed several times. Absolutely nothing was done by this company to satisfy this customer that pre-paid for a $5k door. I blame myself to some extent because I was warned by others of issues with First Impressions, but the salesperson assured me that they had their earlier quality issues ironed out. Last, the door is great quality and the install went smoothly.

Michelle S.

11/18/2015

The installer came out hours than scheduled and installed the door in the dark. After a day or so the door wouldn't close all the way on it's own. Company called and wanted to charge us to come out, they said it was the step plate, someone came out and fixed it. A day or so later again the door wouldn't close on it's own. Someone came out and said it's the locking mechanism, order a new part. Someone was scheduled yesterday and sat home all day but no one showed up because the installer was running behind. They finally came out today and fixed the locking mechanism but I forgot to mention the screen was supposed to be pet screen not metal, but they brought the incorrect one. Instead of ordering another one, they want to touch up the one we have. The door looks nice, but not worth the hassle, my time is worth more than this.

Michelle A.

11/16/2015

We have had what has amounted to a very unimpressive product. Looks great and we love the look, but . . . We had an installation that had to be totally redone and a new door remade. Luckily, my husband was very knowledgeable about how the door should be installed and what a quality installation was, and this was not. With persistence and a struggle that we should not have had to endure or even pursue, they reluctantly made the new door and sent out someone who actually seemed to care about the installation. We were happy with the door at that point. That was back about three years. Fast forward to 11/2015 and it is now a different story. They tout that the powder coat is durable, lasting for years, etc. Well, the screws are rusting, the seams are rusting, and to no avail to get anything done, Jason Lord, supervisor of customer service, only responded with, It's a two year warranty. A quality powder coat should show no rust in this short amount of time, especially here in Arizona where there is hardly any moisture most of the year. Draw you own conclusions. . . . but my advice, go somewhere where they care about quality and customer service.

Pamela H.

10/18/2017

My review is a bit different than many I have reviewed on this site. We had bought our security door earlier in the year and with moving, unpacking, etc., I'm just now getting to my review. We had a great experience with the company. Tom was our sales rep. that came by and took measurements, order, etc. Door was completed and delivered. Unfortunately, due to the odd color of our front door, the color we had chosen did not match. Luckily, prior to installing the door, the installer asked us to check out the color as he was getting ready to put it up. Many other installers would have just put it up without double checking with us...our installer was fantastic. He took the door back and we submitted another color. That door came back and still did not match (not First Impression's issue...issue w/ the color of our door and door frame--hard to match). Tom came back out and discussed options...he even went to the HOA to show what we were thinking of doing, discussed it with them, and had the door/color approved! I am extremely happy with the customer service we received from Tom and our installer (wish I could remember his name). We have had so many compliments on our door! We really like our security door and that way it looks!! It is great to have the door at this time of year--as the weather cools at night, you can front door open...this is a very secure/sturdy door!

Charlotte S.

10/07/2015 12:00:00 SA

I love my security screen door because it doesn't look like one. We lost the keys and need a new lock so, I'm dinging one star because my husband called for a replacement lock set but hasn't had a call back. I will call again tomorrow. Love the door!!

Natalie W.

02/03/2017 12:00:00 SA

I'd like to take this opportunity to acknowledge Samantha Tindell of First Impression's Customer Care Department. Samantha took the time to address to what appeared to be an initial misunderstanding from Sales regarding the movement of my doorbell to accommodate installation of our new security door (which by-the-way, my wife and I simply LOVE)! Without going into too much detail, I was initially informed that I had no ($) recourse via company's liability provision when I noticed my doorbell did not work pursuant to said installation! Notwithstanding, this did not sit well with me, as my wife and I had to purchase a new doorbell. Samantha worked with First Impression upper management to address and resolve my concerns. Based on her handling of the situation, I sincerely believe Samantha epitomizes the term customer satisfaction, restoring our positive First Impression! We will not hesitate in referring this company to friends and neighbors for security doors! Sincerely, Al and Natalie W.

John L.

06/03/2014 12:00:00 SA

I bought 5 security doors from this company. The total was 6800.00 for really nice iron security doors. They look great but the quality of the levers and mechanical closers are horrible! They sell you up front with their lifetime warranty on the frame and door installation but forget to tell you aout the 2 year warranty on the mechanicals and levers. I had major problems with the install of one set of back doors and they actually put the doors on the wrong way! They did send a guy out to fix it right away. But come on, he put them on backwards! I am very happy with the look and feel of the doors themselves but the door handles and pneumatic closer for the doors wear out fast! I had to have the guys out twice in the first two years to fix the pneumatic closers one more than one door. But now after 3 years I called for a repair guy and they want 85.00 for the first hour for labor to fix it! I dont need a plumber or electrician! Just a handyman! I dont know about you, but when I spend 6800.00 for doors the company should give me a better deal on a service charge after only 3 years. They really pushed the lifetime warranty at time of sale but then when I called them for a repair after only 3 years they want 85.00 not including parts to fix it!? Not a good way to keep customers referring your company. I guess the name fits the service. The First Impression is great but the second and third are horrible!

Alex C.

12/15/2015

We live in Virginia and several years ago we purchased five security screen doors from First Impression and had them shipped out east. We couldn't find any better product available than what First Impression is making, so paid the extra freight to have the doors shipped to us. The sales rep was easy to work with and was even flexible enough to allow me to adapt one of their designs to my own artistic leanings.
The doors themselves are heavy, quality construction and artistically beautiful.

The powder coat finish on the doors looks great, though we do have one or two areas where the paint is peeling and the door is rusting. But stuff happens and the company provided some touch-up paint when we bought the doors, so we can take care of that ourselves.

My only real dissatisfaction has been with the slimline locks they use with their doors. The plugs in the locks are Schlage, but not the lock mechanism, and we have found that they just don't hold up as well as I would have hoped, given the quality of the doors overall.

After about two years we had one lock freeze up on us in the locked position, preventing anyone from going in or out of the front door. To their credit First Impression replaced the lock without charge.
The lock on a second door (side porch) froze with the key in it a year or so after that, and to their credit, First Impression has offered to replace the second one for free as well. Because we have yet a third lock starting to tighten on the key when we try to remove it, I'm feeling a little frustrated with what seems to be a repeat issue with these locks. After calling First Impression I've been told that just this year they replaced the locks they were using with a new and better lock by a different manufacturer, and have offered to send two of the new locks to replace the two currently giving us trouble - a very generous gesture.
I'm hoping these new locks by a different manufacturer will take care of the only real complaint I've had.

The locks are the only reason First Impression didn't get 5 stars from me. If these new locks fix that problem, I'll be changing my rating from 4 to 5 stars.

Daniel A.

7/26/2015

So let me start by saying we really like the new iron security door and the quality of the product....but dealing with the company and our overall experience was not pleasant.
From the time we ordered the door to the time it was installed including several return trips to complete the installation and fix mistakes it took 3 months. (4) times I had to take off work to meet these people at my home, when it should have been installed in (1) trip.

The first installation trip was cancelled by First Impressions (FID) at 11 am the day of the installation....even though the day before they called to say everything was good to go.....at 11 am they told me my door wasn't ready but could not say why. They later told me the powder coating was done incorrectly and only noticed it the day of the install. It was rescheduled for a Saturday....and that installation did not go well wither!!

The interior threshold was cut too short and could not be installed, the rain guard at the bottom of the door was not long enough to seal the door from weather so that needed to be replaced, they did not have caulking material on their truck to seal around the exterior door trim to the house...so that was incomplete. They installed the latches on the interior glass panel incorrectly so the interior glass panel jammed shut and could not be opened without prying it open. The installer tried to tell me it was a defect in the building process....I sent a video to FID to show them they installed the latches incorrectly which created the problem. There was hole in the screening material..that needed to be replaced. The interior caulking job was sloppy and bubbly...need to be redone. There were scratches on the latch edge of the door...my retired neighbor later told me he watched them drag the door off the truck when they unloaded it...instead of picking it up....and scratched it. And the installers had to ask to borrow my broom dustpan and dustvac to clean up as they did not have anything with them to clean up my house.
The whole install was completely unprofessional and not completed in a workman like manner....I know, I am a Project Manager for a commercial contracting company. So after many phones calls and sending FID videos of the problems they did send out a senior installer who was with the company for (7) years.
He said FID is having growing problems, quality control problems and problems keeping or hiring qualified labor to keep up with the orders.

He agreed with every issue I showed him and said he would be back to make all the repairs himself. He came back 1 1/2 weeks later and fixed all the issues...he was there 4 hours but fixed everything.....finally! He was a competent person....finally.

When we first had a problem I called my sales person to see what they could do......not much was the answer! And I got zero discount for all the time off work I needed to meet these people.... (4) trips in total. They said they gave me 20% off the retail price a the time we ordered the door but that was all they could do for me.
The final cost of the door was $4800. My wife would have cancelled the door if she could have she was so unhappy with this company and the experience.
I will say, at the end they made it right....it took many phone calls but the service department made it right.....its just unfortunate that they sell such a quality product but are lacking in quality control when its built and cannot find qualified labor to install it correctly and neatly the first time. Our HOA is self managed.....I already told them about the experience and they will let all my neighbors know about our poor experience.

Justine S.

7/19/2013

We have purchased 2 doors and 2 gates from them and we are discussing a 3rd door. The doors are beautiful and their workmanship is unbelievable--great job with the touch up of stucco and dry wall. Met all of our time lines. Made in USA--Gilbert, AZ. The front door has been installed since 2006 and the back door since 2010.

jim b.

12/19/2013

First Impressions is all they are about. We worked with the sales person, picked a door, picked the upgraded screen and it was very professional. After we received the door and it was installed we had to call the company back because it was not installed correctly. No problems they came right out.
The reason we went with this company is because of the warranty and sale pitch on how we have no worries in getting stuff done if there were issues. So, we went with the more expensive screen, dark made for animal abuse and we have a dog that jumps on everything. Screen doors are no obstacle for our family dog. Our point to the sales person was this fact. He said not to worry, the screen is made for that and is more expensive because of the extreme abuse this screen can take. We were also told if a nail gets caught in the screen (from an animal) or is pushed in no problem, the screen is made to go back into shape. If not we will come out and repair or replace.
We received a few calls after installation, told them about issues and they were fixed. All the issues were because the install was not done correctly.
We finally had an issue with the screen. For the reason we purchased the more expensive screen and went with this company was because of the sales pitch on the craftsmanship and warranty. The screen started coming apart from the door. Only 6 months of having the door, we called for someone to come out and repair it. REMEMBER the salesman gave us the sales pitch and we looked at the warranty, sure looks like what the salesman said.
My wife calls about the problem and we need someone to come out and repair it. 'SURE said the person on the phone, $85.00.......... Eighty five dollars! NOT what we were told. So we took some time and fixed it ourselves.
The point being, if there are charges to come out at least during the first year, when we were told its under a warranty, that should be said up front. Not surprise us when it's time to get a repair. We probably still would have made the purchase, only we would have known there was not warranty on the screen.

Emily G.

10/05/2015 12:00:00 SA

Our door looks great. However, it is not functional. I had to make a big fuss to get them to come out after the install and they came out about a week later only because I demanded that (after giving them several days' notice). They originally keyed the security door to the same key we use for the rest of the house. Then told us that they couldn't because our lock 'was too old'. I was so warn out that I agreed. So, now we have a different key for our security door. Super inconvenient for us as the customer but made it easy to fix it for First Impressions. HOWEVER, Now we are back to square one and can lock the door from the inside but can't unlock it from the outside. The trim around the door also looks a bit sloppy after spending $1200 on a security door. Looks like I will have to call them AGAIN. Two trips to get a working security door. I believe a discount is in order, but was never offered.

Ricardo M.

05/07/2015 12:00:00 SA

I did my due diligence relative to quality of product/price comparison. in my opinion front end customer experience comes down to sincerity and product knowledge of the sales rep... hard to argue the quality of product, but very disappointed and certainly not pleased with not being informed about the actual Door Handle being a passive Door Handle being an outside Security Door/Gate. after spending nearly 800 dollars for a security gate I would anticipate the door handle to lock. I am certainly not expecting to learn about this after the fact. definitely not after its installed. who in their right mind would want a door where the handle turns freely. this is an unsolicited invitation of curiosity to the rest of my home for those with bad intent. unfortunately this is the world we live in today. hence why I believe it should be a locking handle.

Jeanne L.

3/18/2016

We highly recommend First Impressions Security Doors if you're in the market for a decorative iron front door for your home or business. I'm going to give them an A because all's well that ends well. In other words, the final door installed in my home is really gorgeous and comparable to all the impressive photos of their products online and in print, as well as the samples in the showrooms. However, the door they delivered the first time was not, in my opinion, up to their quality. I was extremely apprehensive that they would disagree and it would be a big hassle. But to my relief, both my sales rep and the Customer Service Manager agreed. To fix the issues (unsightly depressions and sloppy welds) they took both the door and frame away and gave me a temporary wood door. The temp door didn't look great, but I did not care at all for what some people would think is a huge inconvenience. When they fixed the flaws and it came out of the kiln (which bakes on the powder coat), the Customer Service Manager called to tell me that some of the flaws could still be seen and offered to do it again. I was really thrilled and appreciative of his care and, again, did not mind at all the delay in getting the door done right. You have to realize that these doors are all handmade. As a dentist, I am very accustomed to receiving from a lab the occasional crown that is made poorly when normally they do beautiful work. It happens. I even went down to their factory and was amazed at how many doors they had in various stages of manufacture --- and they all looked great. So I am convinced that my door delivered the first time was just an unfortunate oversight and I doubt this happens very often. As I said, the door they ultimately delivered is just beautiful, and I love how they have little rollers that help close the door softly and securely. I also love the window that opens to a screen so you can get airflow. Now that I've lived with the door for a couple weeks, the only semi-critical --- or perhaps semi-quizzical --- observation I have is why was the door hung to swing in instead of swinging out. If it swung out, then we wouldn't have to worry about unthinkingly opening the door with the glass already open and in danger of banging into the wall. Had I known that before I started all this, I would have asked for a door that swung out instead of in. But perhaps there's a reason doors swing in and I just don't know it. Again, I doubt you will be disappointed if you buy one of their doors.

Nasim G.

12/16/2011

I purchased a security door from this compay 5 years ago and paid what I thought was a fair price. Fast forward 5 years, I moved and needed to purchase another door. I was thinking about going with this FISD since I had a good experience previously. However, this time around I had more time to shop arround and sure enough, I was able to find a better quality door for half of the price of what I paid for 5 years ago. So, you be the judge.

Jennifer P.

02/11/2015 12:00:00 SA

We had First Impressions install a security screen door and a side gate. They were professional and completed all the work on time. We were impressed with the workmanship and are very happy with the final look. We would highly recommend this company.

Jerry M.

6/18/2014

First Impression this company is across the board a great business. From the start of the process to the install I was working with true professional people. I cannot express enough what a great job they did.

Bill P.

3/27/2012

The company did come out and make the necessary repairs, the gate looks pretty good now.

C M.

6/24/2011

The doors looked great when they got them done! However now that WE have to replace a screen (they will replace it for a cost) we found a screw broke off and the frame bent in half when we unscrewed the frame. Shoddy work!. Upon closer inspection the doors aren't even the same. Won't use them again. Have problems with the door closures have adjusted many times ourselves. They won't send someone to look at them, instead we will mail you new parts & you install it & send the old ones back. Again....The last words they told us, you have ANY problems just call we will be back to fix ANYTHING. Don't believe it.

Smidget Q.

11/27/2014

I like our front door to our dream home. For 7 grand you would think First Impressions would come out and clean the door once last time after construction. NOPE. Maybe for 8 grand they would clean their final product. The FORD Family.

J. S.

1/30/2011

We could not be more pleased with the quality and beauty of our security doors and the outstanding customer service we experienced with everyone we worked with at First Impressions. Our doors were done perfectly and quickly and were installed in record time. Everyone was so helpful and professional - from our sales rep (Roger in Tucson) to our installers that I am compelled to write my first ever yelp review just to commend them on a job very well done. Bravo First Impressions!

Matt W.

1/28/2015

Horrible service and communication to existing customers. I was already a First Impressions customer when I called to have a frame redone on a gate that they had built and installed. I didn't have an issue during my first experience. However I called almost 7 weeks ago to have a new frame built because the one they built was pulling out of the wall. First appointment was cancelled because they were caught up on another job. Not a big deal so they rescheduled. Next appointment, tech is confused on what has to be done and after explaining to him, he starts to measure the gate for the new frame....incorrectly. I had to stop him and show him how to measure everything. I've worked in construction and done machine/metal work so I knew what had to be done. Weeks go by without any word. I call the service department and they say they have to research and will call me back that day. Three days go by and no word. I call again and am told I will get a call back that day. Again no word and a week goes by. I call again, same result. After five weeks I finally get an answer that everything was lost and they have to come back to remeasure. They come back to remeasure, but tech still unsure of what had to be done. After leaving I get a call from service manager that the tech will be out today (not knowing he was already there and left). He tells me he feels bad about the situation and will handle my work personally. He says I will get a call back that day with a quote and details. No call...three days go by and I call service again. I get the same service..told I will be called back that day and no call. Three days go by and I call again. Again..I'll get a call back that day...no call back. Three more days go by and I call again. Email sent while I'm on the phone to get details on price and timeframe. I get a call back at the end of the day to tell me total cost..for a simple frame steel frame powder coated and install...$600 which is just under half of what I spent for the gate. I told them absolutely not and am furious with how I have been treated as an existing customer the past 7-8 weeks. If you are considering using them take this story as a warning of the service you will receive as an existing customer. I will never use them for any other work. They do not care in any respect that they have done one of their customers wrong. They are only about getting as much money out of you as they can.

Jim F.

07/12/2012 12:00:00 SA

Original review was not good. Issues with 2 of 3 doors purchased. Both now resolved to our satisfaction. However, resolution took time (weeks and months) and effort (many, many phone calls and multiple visits to home). Wish we had dealt all along with employee who reinstalled door today. He was professional, courteous, efficient, personable and cleaned up after job. Not sure I would use company again or recommend. Can say finally after being the squeaky wheel we did get quick action, but sad it had to come to this in the first place. Overall, thrilled to have 3 complete, matched and functional doors on home. And, they did make it right in the end. Thank you, Clint.

Fred C.

03/10/2014 12:00:00 SA

Recently had a iron door installed for our front door. The product is excellent, and provides a very high level of security for the front entrance. The sturdy iron construction is is a 10....and the look of the door is fantastic to say the least.. The screen feature is great, being able to see out, but unable to see inside the house. I can not give enough praise for the value and quality of the product. The installation was done very professionally!

Tom E.

09/12/2013 12:00:00 SA

Our sales guy Kurt was very helpful. He showed us all the options and styles and then custom designed an entry gate that fit out taste and budget. Matt the installer showed up right on time and was very professional and courteous. We're very happy with the result which should add to the curb appeal and value of our home.

Claire F.

08/07/2013 12:00:00 SA

I just had an iron enclosure gate installed at my courtyard. It is beautiful. The salesperson was great to work with. He was not pushy and did not try to upsell us. We were told it would take 6-8 weeks for install, which we were not happy with, but felt that was beyond anyone's control. To our surprise, we were called within a week of signing the contract and the install was scheduled for 4 weeks later. The installer called promptly and had the gate installed within a few hours. It looks so much better that I thought it would. I got it for security purposes #1, but I'm so please at how beautiful it looks.

Rhonda W.

8/22/2012

First Impressions makes a quality product at a good price.Although the initial installation did not go as planned the company stayed in close communication with us and were quick to rectify all the problems to our satisfaction. It is a lot harder to provide great customer service when everything does not go as planned, and this company definitely delivered. Would recommend them and buy from them again.

G W.

3/23/2013

I just received a First Impression coupon and thought WOW.....it's been almost 8 year s since we had our screen door put in by this company. Looking back, it was a very good experience. They arrived as scheduled and did a very nice job. The door is lined up fine and everything works. Now, almost the 8 years later, things are still good, no rust, and we feel it was well worth the price! Thought it was worth mentioning too since people usually only think to do reviews when they're upset.

Betty C.

9/23/2013

This is an update to my review from 9/3/2013. Shortly after I wrote the review for First Impression Security Doors, I received a call from Tom. He addressed some of the issues I had such as the small rust spots that were forming and explained to me what they were and how to resolve them. He had expressed to me how much they value the customer and was apologetic for the miscommunication during the installation process. He insured me that he would be addressing it in their meeting. A week after that conversation, Tom followed up with me. He had told me that the owner of the company was making strides to fix their protocal. First Impression also wanted to send me something for my troubles and my time wasted while waiting for the installation process to be complete. I did not expect to receive anything nor was it necessary. With Tom diligently following up with my review, presenting it to the owner of First Impressions and the token of gratitude, it's made me reconsider my views of being a valued customer at First Impressions.

S. M.

12/08/2013 12:00:00 SA

The service we received from First Impression (Gilbert location), from our initial contact with salesman Adam to installers Miguel and Isaac, was superior. All of our many questions were addressed upfront in several visits to the showroom as well as a home visit by Adam to show us additional samples, answer more questions, give us an estimate, and take measurements. Installation of the iron entry door, which occurred three weeks from the signing of the contract, went beautifully. We received a courtesy call prior to installers' arrival, and they were prompt, polite, respectful, cheerful, clean & meticulous in their work. The morning after installation, we discovered that our keys did not work in one of the locks, so we scheduled a return visit to repair the broken lock. It was repaired within a week, which was fine since there are two locks on the door so we had another lock available to use. The price of this door came in well below an estimate we got from another door company for a similar door that did not have the possibility of a screen option, which was one of the reasons we wanted a new door to begin with. We love our Bristol door with the screen option. The door's functionality is matched by its excellent quality and good looks. It transformed the look of the entire front of the house. We also received two follow-up calls from First Impression to ask if we had any questions, problems, or feedback. The company has been--well--impressive! We will definitely use them again in the future if the opportunity arises.