Horrible customer service. The first installer did not show up after I took the day off work. When I called him, he said that he had called me and I didn't answer so he went to his next appointment. There were no incoming calls on my cell phone. A week and a half later they sent two installers out on a Friday afternoon. They installed the front door ( which was a bigger, heavier door) with no issues. When they installed the back door, they must have been in a hurry to get to happy hour because it was not installed correctly. When I went outside, there was a gap between the door and house and they had not put any weather stripping in between and the door slammed shut (the swing was not adjusted so that the door would shut gently as the front had been). We immediately called the installers who hurriedly came back and shoved weather stripping in between the door and house. The doors were installed not even a year ago on a home built in 2016. I had just bought the house and an inspection was done. I recently called and asked that a service tech come out and look at the door as the weather stripping was shriveled up and falling out again and to look at the swing again. I was informed that the service tech had fixed it. The door still slams shut and the weather stripping is once again falling out. Additionally I have a huge crack all along the side of the door in my stucco. I was told that their doors are heavy and that sometimes builders don't reinforce the door frames and that they would charge me to take the door off so that I could contact my builder to come fix my house that their door has ruined. Once again, the front door is a bigger, heavier door and no problems. It was installed correctly and is flush with the house. The back door was never installed correctly and looks like garbage now. If I wanted to have a door half assed installed, I could have gone to Home Depot and done it myself for a heck of a lot less money. It is a shame that you can spend so much money on a product that they will not stand behind. I will definitely NOT be recommending First Impressions to anyone. read more

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8/23/19 - I have updated my review from 2 to 5 stars as the new First Impression Ironworks management/ownership did what the old management did not do. They cared! Not just about a sale but about keeping customers happy. They didn't need to do this but they did. Sent a service tech out and replaced the gravity locks on both side gates and fixed my security door that now closes better then day one. The service tech Jacob was super professional and went above and beyond. Thank you Rebecca, Jacob and First Impression Ironworks team Old review. So I purchased two side gates and one security door about 2+ years ago. Both side gates have gravity locks. Issue on both side gates is the bar that sticks out on the gravity lock bends easy (probably was not hardened steel) if the door is not shut with little force. One of them totally snapped off from a little extra force. The issue with my security door is the normal knob lock does not lock unless forced. Deadbolt works fine. So I called service and no longer under warranty so basically I am on my own to replace the gravity locks which is not a big deal and get out the Dremel tool to fix the knob lock hole like it should have been when it was installed. If they would have just sent me two replacement gravity locks for the side gates I would have replaced myself and not bitched. The door and gate construction is very nice and sturdy, just closing them with correct installation and sturdy "maybe hardened" hardware is my issue. Off to Home Depot I go .... DIY time. read more

We just had a double door and single door installed. They look great. They're heavy duty and high quality. They had lots of designs to choose from. The installation guys were great. Arrived on time and worked at a good pace. I'd definitely recommend them. read more

Best ironworks in Pima County! They designed the entry gate into our courtyard and it is beautiful!

4 minutes ago If I could give a NEGATIVE 5 star review I would. So, we ordered the door and paid in full upfront before Thanksgiving. Our goal was to have the door installed by Christmas with holiday guests coming. The first door came damaged. It was mangeled and scuffed up ...installer told us to call the store and order a paint kit so we could repair it ourself! After a new piece was ordered for the perforated steel..it arrived AFTER CHRISTMAS...and it was the wrong color! Didn't match the door. The resolution was for us to have it painted black to make it "2 toned"! I could have gone to Home Depot and gotten a better door....then we get a call that the paint is not available and the initial paint wasn't the correct color we picked out at the store or from the salesperson. So, next resolution. They came back and picked up the door to take it back to Phoenix to be repainted. That was AFTER NEW YEARS...but in time for Valentine's Day! So, if you expect a custom product you WILL GET IT....it just won't be customized to YOUR CHOICES OR EXPECTATIONS! Way OVER priced for this product! It is NOT customized FYI. These come out of Texas from a manufacturer. Cookie cutter defects. No apologies...NOTHING! And their scheduling sucks! they don't even give you a time frame...who sits at home all day waiting for a $3000 door to be installed and uninstalled several times. We work! And it interrupted our work schedule several times. Take my advice...you can get a better custom door in Nogales. read more

Extremely high quality product which was professionally installed earlier than promised delivery date. I would highly recommend First Impressions and will be using them again in the future. read more

There are few choices for security screen doors in the Tucson area and I am confident that I selected one of the very best in southern Arizona. I was very impressed with the content and layout of their website as well as the large number of choices available. The representative who came to my home to do the initial estimate was right on time, quite knowledgeable, and very courteous and helpful. Manufacturing time was about four weeks, which I believe is typical and fit my schedule well enough. The installation also went very well, the technician definitely had the skills necessary to do the job well, he accomplished it very quickly, and the door functions perfectly and looks great on the main entrance to my home. The price for this service may be a bit more than I might have paid with some other companies, but the quality, selection, and customer service definitely made it worthwhile. read more

We bought this door 3 years ago and it was the worst purchase we have ever made. The door is rusting and it never has latched or closed correctly. I wish we would have read reviews before purchasing this door. read more

This company is top gun. Excellent onsite rep reviewed options for our new front door/screen all in one and a new entry front gate. Work crew was excellent, fit is perfect for the new door as well as the gate. Neighbors are amazed and in awe as are we how great both look. read more

7It has been a week since my post and FSID advice they would be in touch. They have not been in touch. I must lodge a complaint with the Registrar of Contractors. Feel free to rummage around pics of my complaint and why Customer service is not their bag. https://goo.gl/R9JmD1 * Sales, a 5.0 through contract & 1.0 on after sale support * Scheduling, a 2.0. Hit date at the outset, 5.0. Return visit to install damaged screen office dispatch follow-up dropped ball. Lost 3 days for overall 1 day job. Score this negligence at -1.0. * Installation, great mechanic, 5.0. One (1) man install three (3), security doors w/ frames. Called another man for support. * Frame, Door, Hardware, set-up of frame for hardware a 2.0, o Door & frame vendor supplied, 5.0; hign quality substantial, clean welds o Hardware (dead bolt & pssge set) Kwikset; lowest grade, a 1.0; 2 color choices, 2.0, brushed nickel or dark bronze; no upgrades, score a 0.0. o Closer, several "power" choices, score 0.0; 8' door too heavy, closers not powerful enough, door from crashes on guests heel; could not reach lock-out washer w/o ladder; no mid-height due to screen cvr & no mid-door mullion; "no can do" closer refund incl in door price, so took closers. o Hinges provided best choice for any security door, 5.0. o FSID set-up of doors for hrdwre, "fail". 1.0 generous. Dead bolt and privacy bolt face plates twice the thickness of hole made for them. * Fit and finish - o Powder paint, well done, 5.0; consistent color, no "fish eyes", raw metal cvrd. o Vendor fabrication, includes cutting of holes for dead bolt, latchset handles in the door face frame; the dead bolt latch bolt and the passage set bolt assemblies cut in the edge, polished, and ground smooth by the Vendor. One of the best features of the door. o FSID inlays the patterns, 3.0. Examine screens and other components for burn holes from a hot metal cut-off in the installation. FSID prep of the doors had welding slag in the corners where the screen assembly flushes with the screen frame. My three (3) doors required field surgery. One screen was damaged. If the installer had not owned up to the damage, it would have been my problem down stream. o Touch-up paint score a 2.0, because it was (partially) done; color did not match powder coat. o Holes drilled in the jamb score a 1.0. They are cut to receive the dead bolt and latch were field rough-cut with a drill bit. Cut was touched up with paint, but the holes are still raw metal & in 2 instances, I had to file the holes to remove finger hanging spurs.. A strike was not engineered into the assembly for the latch. Door is installed for less that a week and paint is scratched off the jamb where latch drags across. * Professionalism and Customer Support score a -2.0: o Customer Service, in name only. Absolutely NOT of service. Not much else to say about their "industry standard" shtick. "Our installation is industry standard." That's their moto, be prepared. o My background is 30 years of construction. Their sales / installation Agreement makes no reference to "Industry Standard Installation". It gives no parameters. If these doors were installed on my client's home, I would not pay them 100% until the non-fitting hardware is cleaned-up. The product is engineered to "not fit". The depth provided for the hardware face plates is about 1/2 of the total depth required for a flush, face plate installation. If I were to hammer on the tabs to increase the depth, I run the risk of breaking a tab due to a bad spot weld. The problem is then mine. DO NOT expect their "industry standard" install to resemble your expectations. Know you have choices in the market. DO NOT pay 100% up front to get a 3% discount. You have no leverage for satisfaction. Pay no more than 50% down and if you're happy with the install except for a couple of minor issues, pay them a total of 90% until complete. I know better and I believed this was a forthright company. They are less than forthright. So Rebecca O. gives their canned response on 7/20/18. She didn't even check the mail today. I lodged a complaint with the Registrar of Contractors. This gives them 15 days to fix the install or get mediated by the Contracting authority. read more

Beware......customer service is horrible They don't give refunds So we're stuck with a door we didn't pay for Had to settle Use a different door company read more

Everyone was professional, from GoArt visit where we provided many options and no pressure, to the staff the coordinates the install dates, and the installer who was very knowledgable about the products, and did a great job installer our iron gate and metal French doors in our courtyard. Highly recommend them. read more

We love our security door from First Impression. From the sales rep to the installer to the repair techs and the folks in the office, they have been great. The door is beautiful and functional. When a few of the bolts came a little loose, they had repair techs out the next day. The techs spent a considerable amount of time checking everything and made adjustments. They also made sure that we knew we could order touch up paint from Customer Care to cover any scratches to preserve the door and the best way to clean it. I messaged Customer Care online and got a response the same day letting me know the paint would be on its way. read more

Great new gate installed by Edward Kinkade and Jonathan Manual. Quality product and workmanship. Clearly these guys know what they are doing. read more

I love the security door I ordered. Unfortunately they measured it wrong and had a 3/4" gap on one side. Because it was measured wrong they had to cut into my house (which the contract says they can do). I wasn't home otherwise I would have told them to leave. I tried calling their customer service where you get transferred all around voicemail where you have to leave a message because they are too busy to talk to you. Probably handling other complaint calls. They never call you back. When I did get to Customer Service they said they were always there to take my call...NOT...got voicemail jail there also. I've never seen such AWFUL CUSTOMER SERVICE in all my 65+ years. Run away from these people and go with another vendor. Two of my neighbors had problems with them also. One had to have the door totally remade because it was measured wrong. The only saving grace was the installer Alan who told me the truth and I could actually talk to. First Impressions needs to rethink their quality control and customer service if they want to stay in business. If you're thinking of using them......my advice is DON'T...and RUN AWAY AS FAST AS YOU CAN. read more

Shortly after my review I submitted a complaint with BBB. I was then in contact with Director Shannon who made sure doors were fixed and also upgraded my back door for the inconvenience. Thank you Shannon my doors are beautiful! read more

Buyer beware my family hired this company for a security door. We order the door in 2009 and we got the extra coating for protection against rust. The door not even ten years later has rusted. They came out once two years later to coat it again and it did nothing. Horrible costumer service. Horrible management. Take a look at the pictures for yourself it's not a cheap door and rust easy. This company is completely over priced and judging by some other reviews I am not alone. If I could give zero stars I would for this company. Do not buy from this company. read more

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Worst customer service experience ever. First Impression has gone downhill during the past two years. The reason I paid extra to buy from First Impression was I wanted to match the new gate color to my original door color. I'd been happy with my first door and installation (although they did install the door handle upside-down). This time around they really struck out. Strike 1. The gate was delivered, on 2/28/17, ready for installation but missing the screen, the door handle, and the sweep I'd ordered. I paid an extra $200 for their paint color match to my original door. The gate was not even a close match. The tech supervisor suggested that I accept it and just look at it in a different light. I called our salesperson, Layne. He wasn't available and texted, "They do not tell reps anything. Please, in the AM call 1.800.731.1104. Ask them and they should be able to let you know what's going on." No help from the salesperson. He didn't even give me a contact name. Strike 2. The repainted gate was delivered a month later, on 3/28/17, missing the screen and the color was still off (see pict). To stop the nightmare - we accepted the color and noted we still needed the screen. Strike 3. Two plus weeks later, 4/4/17, after promising to be finished by my noon departure for the airport, the tech arrived just minutes before noon. I was not a happy camper. I almost missed my flight. The tech tried to install a screen that was too small for the gate. Design flaws meant he had to install it inside-out as the design impeded the screen. In attempting to do so, he drilled multiple holes into my gate and into the screen. See picts. Strike 4. On 4/6/17 Jason Clifford, a manager, promised he'd fix all gate holes and put a new screen on before I returned from my vacation. I returned on the 17th to no repair. Strike 5. Unbelievably, a month after the screen was delivered, on 5/1, the tech arrived with a non matching and incorrectly sized cheap black screen not designed for my gate. I decided it was less stressful to make the gate as presentable as possible so I would never have to deal with the incompetency of this company again. I asked the tech to fill in all of the gate holes to prevent future rusting. I requested that he center the existing screen and touch up the holes in the screen. He was actually their best employee so far. I'm not happy with the results but considering my non-options, it's good enough to pass. I will never do business with First Impression again. I did not get a refund for the paint expense. I did not get a refund for the door handle they did not install. I missed five days of work waiting for their reps. I've listened to disgruntled employees complain that although prices have gone up, their wages have gone down. Employees complained about no one listening to them. They complained about having to pay for their work cell phone usage while using their phones to work on the job. First Impression is a company in need of a management overhaul. Proceed at your own risk when dealing with it. read more

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First Impressions. 3 star average on Yelp suggests a 40% failure rate. Without writing pages, suffice it to say my experience was 100% failure: sales, manufacturing, scheduling and customer service. As an organization, they lack a unified purpose. To be fair, I eventually have two functional gates. The attempts at getting to this point is the issue. Later, while I was out of town, I had a message from someone on his way to inspect their job for "quality." I am really sorry I missed him, as I had a lot to share. I called back with a couple of questions, but never got a response. Don't waste your time with First Impressions. read more

I LOVE, LOVE, LOVE my new iron entry double front doors and my security doors. They are beautiful! Everything went smoothly from the design and estimate to the installation. Everyone that I had the pleasure of working with was helpful, knowledgeable and professional. The doors were even completed ahead of schedule! Very happy with my beautiful new doors. Thank you First Impression Ironworks! read more

My door is a great design, is well made, and has completely transformed the entrance to our house. It took awhile to complete everything and kudos to their customer service (Jason) who was very attentive and followed up to ensure even the small things were attended to. The follow up customer service person, Rich, was excellent. We are very satisfied with the door and would highly recommend First Impression. read more

They are unprofessional and don't do what the customers want! I asked them to come out and change the latch to be on the inside of the gate instead of on the outside-they said no-then the installer had to use the restroom and ask if I was ok with him urinating against my wall- I asked if he, since he had passed places he could have used the restroom instead of my house he says I guess so... I told him I wasn't comfortable with him using my facilities then, after installation my lights no longer worked on my posts so I called to say hey, they were working but now they don't and some woman tells me that they only drill 6" into posts and it wasn't their problem that my lights worked before installation and not now... They are quick to take your money-will not recommend them to anyone! read more

I'd say ok. They did a great job on our security door, we wanted another door replaced and couldn't get the sales rep to keep his 4pm Friday appointment so we went with another vender. I'd have to say my security door is well done and very heavy duty. read more

I love the product this company makes. Although I had to wait a long time for my door and gate to be created; it is beautiful. I must say that I was not very fond of the salesperson I worked with, Michael. He was great the first time he came out. Was polite, answered all my questions and took time with me. However, after the sale was made each contact, I had with him left me feeling like I was bothering him. I had a unique situation with a gate and felt like he was talking down to me. Also, the person that came to deliver and set up my door and gate was a bit frustrating. I have a light right by the door and his comment was I can take the light off the wall to install the door but can't put it back on. What? I told him, I can't reinstall that and we need to find a way to install without removing the light. A half hour later he had the door installed and apparently the light was not an issue. I wish he would have held this comment versus freaking me out that he would not do the install after waiting 3 months for the product. I would like to order future doors for my back and side of the house but will not work with this company again mainly due to how I felt with the sales rep and the installation. read more

Bobby is the man. He came out after our beautiful security gate was installed and replaced the deadbolt. This dude had such a great attitude and I and always want to please- professional, informative and polite. He's awesome!!! Highly recommend. read more

From showroom through installation, we received top notch service, attention to detail and exemplary customer service. Our doors and gate are beautifully crafted, and the install team did an amazing job. Worth the investment and a model for customer service. read more

My sales person was very helpful picking my design and made the purchase process very easy. I just had my door installed and love it!

This is a follow-up to my previous review. First impressions redid most of the work without complaining. The gate and front entry now look good and I had no problems with scheduling or reinstallation. I'm thankful they stand behind their work. read more

Beware, do your research. My experience with customer service is terrible. They did a poor job measuring and a poor job building a gate and front entry door. There are large gaps, and instead of fixing them they covered them up with pieces of metal they screwed to the door. The bolts holding the security door in are on the outside, so much for security. Customer service does not return phone calls and when you do get ahold of them they have is excuses. Multiple trips and missed appointments, it took four trips just to get all the pieces here. My first impression second impression and third impression are not good. I'm going to have to call another company to come fix everything, this will cost me even more money. With all the bad reviews and them not responding to any of them should tell you how they feel about their customers. Beware, go somewhere else. read more

I made an appointment in person for a home evaluation/estimate. They failed to show up at my home and then they claimed that I was "unavailable". Very poor customer service. read more

Whew, finally got the squeaks out of the door after three service calls. The first one repaired the latch but not the squeaking, the second was a no show, and the third promised for first thing in the morning occurred closer to noon. Had to call them to get that information. The total time it took for the repair was over a month. Very difficult to schedule an appointment;a customer service person told me to get silicone and repair it myself. The level of dysfunction and lack of organization makes the Trump administration look like a well oiled machine. The First Impression management needs to address themselves to lasting impressions! However, they probably won't respond to this because they failed to respond to a message posted on their website. 8/2 The saga continues. Tim the owner replied to this post apologizing for my "inconvenience". I replied that is was more a nightmare and asked if he had the courage to call me and gave him my number. He replied that he had referred this matter to Customer Care. That department hasn't called and neither has he. Is it a wonder that despite many similar complaints regarding service that the service hasn't improved? I think not! Until Tim owns the company mistakes, the present toxicity will continue. My lasting impression of First Impressions ? A company not to do business with. read more

Had a beautiful gate installed in my outside patio wall by Edward and Johnathan. The entire process from choosing & ordering to installation was quick and efficient. My third purchase from First Impressions. read more

The first three screens I bought went well, the fourth has been a very bad experience. Took over a month to install the digital lock correctly. Now the screen is coming out of the frame after only 90 days and "it's not covered under warranty". They want me to pay to have it fixed. I've given them about $9,000. in the last few years..... I do not recommend using this company. Don't value return customers apparently. read more

As soon as we walked in I could tell that the sales guy thought we were bothering him. There was another couple there so he had to multi task! OH NO! He told us to go home and look online not knowing we had cash and we were ready to spend on a security door. Can't shop online if we don't know the prices. Duh! Must have been our ethnicity because the other white couple had his full attention. We won't waste our $$$$ here. Looks like we avoided shoddy install by looking at the other reviews so that is a define plus. Our First Impression is NOPE! read more

My wife and I went in to pick out a door on a Saturday morning. It's a small store, not a huge selection. There was one other couple in the store, and one salesperson. After walking around the store for about a half hour while being totally ignored by the salesperson, we left. If you're expecting service, or even common courtesy, you'll probably want to look elsewhere. read more

Update of my review of 2-2-17. Am informed salespersons are now instructed to advise purchasers that not all parts are made by First Impression, and that those parts are not warranted beyond 2 years. First Impression was kind enough to refund me the charge I paid to fix one of those parts, even though it was just beyond 2 years. read more

We contacted First Impression Doors at one of the home shows. We set up an appointment and a salesman came to the house. He was very helpful and helped us pick out a design. That design was not what we received. When the subcontractor came to install it was missing parts. He had to reschedule. He told us he would return the next day between 6-6:30 AM. At 8:30 we called and found out he wasn't coming until 11:00. He had the door installed before we realized it wasn't the design we chose. The lock was a keyed lock and not the lock we wanted. If there was a fire someone could get killed if the key wasn't in the lock. In a lot of states that is against code. We were told that someone would call in the morning to straighten this out. No one called. We called and left several messages. Several days later, we finally spoke to someone. They knew nothing about it. Asked for pictures to be emailed. Never heard back again. Called again. Spoke to someone else. Emailed again. Never heard back. Kept calling but no one returned calls. Finally spoke to someone else. By this time it was 6 weeks later. She couldn't believe it wasn't taken care of. She spoke to a supervisor. After that the 2nd person( I emailed to) finally called back and said they would send a welder out. This is a powder coated door. Welding on it ruins the finish. The welder cameout. His welder was broken. He at least changed the lock. 2 weeks later a welder came out without letting us know they were coming. The door is fixed but the finish is ruined where it's welded. The door is a good product but customer service is terrible!!! All of this took 8 weeks!!! read more

The customer service for this company is non responsive once your doors are installed. I purchased doors from them 8 years ago and was never given the proper final hardware and after several months of calling with no response I gave up on it. I recently purchased doors from this company again for our new house hoping things had improved. The doors did not fit as promised and no one will call me back to resolve the issue after several messages to the company. A technician even came out after the install and saw the problem and promised someone would call me back to measure for casings to hide the gaps but no one has ever called. I was also promised a refund on the $400+tax for a stoop cover that was sold to me that I didn't need and I still have not received the refund. I must say though that the installers were amazing both times and meticulously cleaned the site after both installations. read more

My husband and I walked into the showroom on a Saturday without an appointment. The sales person was busy with another couple. We were greeted with a "I'll be with you shortly." We looked around while we patiently waited. The salesperson finished his business with the other couple and assisted us. We scheduled an appointment to meet at our home a few days later.In the meantime, I researched the company online and was shocked to see all the negativity on Yelp and BBB. The salesperson met us at our home when scheduled and took some preliminary measurements. Later that day we received a quote for the doors. We decided to purchase the doors. We spoke to the salesperson and discussed the many, many, negative reviews, but decided to give them a try since the doors were of great quality and beautiful. The doors were ready to be installed the same week I was hosting a special event at my home. Based on the reviews, I opted to push the install back to the following week just in case something went wrong. Two very nice employees arrived to install our double doors during the monsoon season. They had to stop for a moment a couple of times, due to lightening, and they were there for hours, but the install went as planned and the doors are gorgeous. I'm really sorry I didn't do it the week prior so all of my guests could have seen my stunning new doors. read more

Awaiting their response to correcting a door they installed that is defective. Will update if they stand behind their product.