First Impression Ironworks

The design of the door is beautiful and it has a good solid feel to it. However my entry door should have never left their manufacturing facility. The major issue of a misaligned hinge could have been discovered by a cursory glance, let alone by the kind of quality control inspection a nearly ten-thousand-dollar door should merit. The technician continued to bungle the installation by gouging the door, performing a lousy caulking job and leaving insulation sticking out over the top of the door jam. He left saying everything was OK, however he failed to put a pin in the hinge and installed the deadbolt lock with the screws to the outside! After reporting my concerns, First Impressions sent out two different technicians to rectify the issues. The second crew handily corrected the problem with the hinge, reinstalled the deadbolt and patched some dings and dents. I have received a letter of apology from the Director assuring me they have put steps into place to improve the quality control and installation process.

10 of 11 window guards with designs came out perfectly, but the 11th had an extra piece that was not part of the design. The single security door is fine, but the double doors did not fit properly, had sharp, rough holes left for the latches, and the screen door that went in between were ruined in the installation. 5 window guards had extra holes drilled in the siding and 3 penetrated the interior walls. The company sent someone to look it the problems and offered to re-do, but that would have compromised the siding & framing further, and we would not trust them to do over what they could not get right in the first place. No refund to compensate for damage or repair. No response from CEO. Communications were not good at any point. No response to phone calls once they got the deposit. I had to go to the office to get the installation date. Had more work to be done, but not by this company.

Awful so far. The appointment to install was set for 9/11/17. The installer called at 5 pm saying he would arrive in 1 hour, and it would take 2-3 hrs to complete. Since it would by then be dark, I said he'd have to reschedule because I wouldn't accept an installation by flashlight (his suggestion). The next installation appointment was the following week. That installer arrived in the morning and started the job. He then incorrectly cut the z-bar and wanted to "jerry-rig" it so he could complete the installation. I said no, that it must be correctly installed or not at all. He called his supervisor, who also wanted him to install it anyway, saying they would return to fix it. There are many reviews on line about this company not returning to fix improperly installed doors, and simply refused to get into that. I even overheard this supervisor ask the installed "how did the client even know it was incorrectly cut"--implying that if they could get away with, he would try to pull the wool over my eyes. I spoke with this supervisor and refused to allow this. He wanted me to keep the door here until they could return, but I refused that, since that would place all liability on me for the condition of the door. He intimated that the door could be damaged while in their possession, which I said would be their liability, not mine. I am now waiting for them to tell me when they can complete this job. They tell me the z-bar has to be re-fabricated and they can't tell me when that will be ready. They can't even give me an estimate of when it will be ready! I am still waiting for a call-back. They now are not returning my phone calls. My next move will be to file a complaint with the BBB. UPDATE 9-28-17 This is an update to my previous review. Yesterday, a third installer, Brad, called me at 3:40p and said he would arrive in 30 minutes. While this was a total surprise because I hadn't been told he was coming today, I was able to accommodate his arrival. It was a little after 4 p when he started, and he completed the job just before 7p, in the dark. I was nervous that he wouldn't be able to see well in the dark, but the installation went very well. He was excellent, very thorough, pleasant, communicative, and did a great job. The door looks great, and I am finally satisfied that I have the product I purchased and I like it very much. I have to compliment Bonnie in Customer Service who also was responsive to my frustration with the failed prior installs, and worked hard behind the scenes to get this done for me. Had I not had the previous difficulties with the installations and attempts to communicate with the company, I would recommend them to others, but they really need to improve their telephone response capacity (e.g. get a live person, not a recording) and be more realistic in sending their installers to Tucson so that they can arrive with plenty of hours of daylight to install the product.

I believe I was satisfied with the price. It was a very good experience with them. The quality of the work was very high. The product they produce looks great. We have received a lot of compliments on it.

Paid in full $1700.00. Door was installed poorly, it didn't latch, lock, or close properly. The hardware didn't like up on the door and there were no security screws. 2nd visit An ex-con responded to fix the door. He decided a 10# sledge would fix it and began to beat on it. This went on for literally 6 months. Phone calls, emails, personnel changes. Finally an installed arrived who was professional, clean. It took him 6 hours to fix all the problems. The now looks and functions perfectly. I love their product, they just need a better installation team.

It is perfect! Exactly what I ordered in the color I wanted. It really looks good on the front of the house. They have so many designs to choose from. It takes a little while for them to deliver the door because it is custom-made. It also comes with a wreath hook so I am able to display all of my wreaths throughout the year. I like that it is lockable from the inside and is keyed to the rest of the doors in my home which is very convenient.

Everything from the bid to the installation was excellent and very professional. I will be using them for an additional door in the future.

Met with Sale Rep David on May 14, 2015 to obtain a quote and order the gate. Have had three other gates manufactured and installed by First Impressions. As there was a gate right next to where the new gate was to be installed, I wanted it to match. David offered ways to reduce the price but I did not take him up on them as they would result in the gate looking a little different. After all the details of the gate were decided on, David quickly developed a quote which I agreed to. I paid half down. About 1 to 2 weeks later I received a call from First Impressions to schedule the install date. The earliest appointment they had available was June 29th which I accepted. One installer showed up as scheduled (he called en-route to let me know their projected arrival time which was nearly right in the middle of the schedule window). The installer, Danny, was very professional and obviously knew how to install gates. I did not time him, but it seemed less than an hour and the gate was installed. Danny was meticulous to ensure the gate was centered with equal gaps on both sides of the gate. He also keyed the gate to the same key that I used for the other gate. Before Danny left, I noted that one of my previous gates key would not work. Danny removed the lock and re-keyed it in about 5 minutes. We are extremely happy with the gates and I highly recommend First Impressions - their people are very knowledgeable, personable, respond quickly and they support and stand behind their products. Their gates are not inexpensive however, for the quality of the product, the price is reasonable. It feels good to work with a US company that manufactures their product in the US with outstanding quality.

Very easy to work with. I saw sample doors at their showroom. They came, measured, and helped me select color, finish, etc. Doors are large and non-standard size. Everything done quickly and professionally. Took a few weeks for doors to be made. They are beautiful. Very pleased.

When looking for a security door company in early December 2014, I phoned one other A rated company and First Impression. The other company told me approximate prices of doors and said to call back if I had questions. First Impression wanted to set up an appointment to look at what we wanted done (security door for sliding door, front security door and door for arched entry way in a courtyard area). We went over all options and decided to go with First Impression due to their responsiveness, price, and the fact that the doors are made in Arizona. We were told that the actual install date would be mid to late January. Everything was installed on January 19, 2015. The install went okay, but the installer tried to convince me no less than three times that we should not have the door locks keyed like our front door. We opted to have them keyed alike for a reason and i told him each time that we wanted them keyed alike. If a customer tells a contractor that they want something done a specific way, that contractor should not continue to push back. It is my choice, not theirs. The build quality of the front door and sliding door security doors is better (but there are issues with the door locks) than what you would buy from a big box store and have to install yourself. However, I cannot say the same for the security door for an arched entry way in our courtyard. On the left side of the frame where it starts to arch, are minor issues, but that could probably be chalked up to the bending process. However, the right side looked like someone beat it with a sledgehammer. It shouldn?t have made it made it past quality control. I got in touch with First Impression and explained everything. The person I spoke to wanted to blame it on someone using a grinder too much, even though I knew better based on just looking at the depression and one side bulging out. They explained that they would take the whole door and frame off, take it back to their shop, determine what needed to be done and get it fixed. Total turnaround time would be about 10 days. They removed the whole door and frame and turnaround time was about 10 days. However, I was not home when it was reinstalled and the person doing the install did not verify whether or not the deadbolt went into its hole. It did not. A few days after reinstall, Natalie called to see how things went. I called her back and she not only had a hard time finding my information, she swore up and down that she did not call on the day she did call. I found her to be a bit confrontational and accusatory in her tone and choice of words. Build issues: The rear door and front door can be difficult to get the deadbolts set. You have to work too hard to ensure that the door is completely closed, or there is no way that the deadbolts will set. I am not fond of the fact that I just about have to slam the doors just to ensure that the deadbolts will set. The arched entry way door seems to be good, although it should have been right the first time. They should not have delivered and installed a door that looked as if the frame was beat on by a sledge hammer. They should not have reinstalled the frame and door and not verified that the deadbolt would set. Recommendation: The ONLY positives I can say for First Impression is that when I first called them, they were very eager to actually come out to see what we wanted done instead of quoting prices over the phone. I also found the sales person pleasant and easy to work with. Aside from that, I experienced way too many problems to recommend this company to anyone. While I will still make them abide by the terms of the warranty, I would not use them for any new installs.

Excellent Quality and Excellent Installation Delivered on schedule!

everything was done as promised. Sales and installation people were prompt and professional. Door is well constructed and looks beautiful.

Provider sent representative to home to measure all 3 door openings and brought samples of color choices. Designs were selected ahead of time from First Impressions web site, which saved time during the measuring and ordering process. Cost for 3 doors was very reasonable. The doors were ordered and made in AZ and installed 3 weeks later in one day. The frame and doors fit perfectly and look great.

The company rep was very detailed in the type of products to be used, made recommendations as to styles, answered all my questions and took measurements and photos of the door opening and window. Very professional and on time! I was pleased that the work could be done earlier than thought. Michael and Danny called ahead and arrived on time. Both wasted no time in getting started, answered questions I had and I wished more than once that they had done other work for me...no I won't mention the other company's name. Thanks a lot for the great job on such a hot day!

As promised, I was contacted about 2 weeks prior to installation of the door and given particulars regarding the schedule of installation. On the scheduled day of installation I was contacted by the installer (Matt) about 30 min. prior to arriving. Upon arrival Matt showed me the door and gave me an estimated time of completion. Very professional installation and I couldn't be happier with the finished product. Matt went over and above my expectations regarding keying the new lock, explaining warranty, care of product and complete cleanup. Again, my expectations were more than exceeded. I will not hesitate to recommend First Impressions Security products to anybody that asks.

Their office pre-schedules a date and time. The installers bring the pre-fabbed door and grille, and mount them to the existing door & window frames. They also installed a deep custom threshold that eliminates trapping water between the wood and screen door sills, and which also provides a bugproof seal. This also keeps the screen door sweep off the ground when opened. The first window grille was mis-drilled, so they simply took it back and returned another time to install a correct unit. No hassles or 'we'll make it fit'. The screen door used a narrow integrated lever and deadbolt, avoiding the squarish insert a normal deadbolt requires. The grille however has to use a standard deadbolt, this to allow cleaning the outside of our non-opening window. Otherwise it would just bolt on and look a bit neater. The price was on the high side, but the materials and workmanship were both excellent quality, including color-matched powder coating. They touched up over the install hardware, caulked everywhere needed, and re-keyed to our existing locks. They also verified no gaps or openings; the screen door seals tight to a felt weatherstrip. Install took around 2.5 hrs, and they both called ahead & met their appointment time. They cleaned up thoroughly. The perforated-metal grille seems to keep out bugs just fine. We have not yet had a heavy driving rain to test the threshold, but it resists hose sprays.

A few years ago, my wife and I were in the initial phase of looking at upgrading our entry door to a set of iron ones. We met the folks at First Impressions at a local home show, and had them out to look at our house/etc. The experience from beginning to (temporary) end was fantastic. The folks local to Tucson were really good to work with back then. Unfortunately, an emergency came up and our available funds had to go towards something else. Our plans were delayed. We communicated this to the folks at First Impressions and said that we would be back for sure. Fast forward to this past January, and we call First Impressions to re-initiate a bid and finally get an entry door, gate, and a window overlay done. We were set up with a gentleman from Phoenix (name withheld) to work with us. He came out promptly to measure things and talk to us. Honestly, that was the last positive experience we had with the company. Over the next two months, we continually got the run-around from their salesman. Every time we would call it would go to his voicemail, and he would very rarely return calls. When he would, he would talk about "retail" pricing and how he was going to get us the "best deal possible" but would never actually speak any real numbers out of his mouth. It took over a month and a half to even get any basic numbers out of him! We had asked him to give us a bid on some other wrought iron railing as well, and we actually never got that from him even after several months. Each time he would call us back, he would have the excuse that he was in a meeting. Several times he would say that they were actually talking about our specific bid. There was nothing cosmic about our situation or what we were wanting done. After three months of getting the run-around, I began looking around at other companies and got other bids. My wife and I had stopped by the Tucson-based store twice to complain about the lack of service we were getting, with no result. Finally, on the third trip and a very pointed e-mail we "began anew" with a Tucson-based salesman. It was a better experience (because he would actually return calls and e-mails), but the price ended up jumping several thousand dollars from the price we were finally quoted by the previous individual, as well as several thousand higher than the original bid we got a few years prior. At this point, I was fed up. We ended up going with another Phoenix-based business and we couldn't be happier so far. The communication is night and day from what we got with First Impressions. E-mails returned immediately, drawings done fast, etc. I wish the quality were the same, but the price is much better and it's still a pretty nice product. We wanted to go with First Impressions very, very badly, but we have to stand on principle and cannot reward abysmal customer service with our money. My advice to anyone shopping with First Impressions is to be very wary of their sales staff, particularly one individual based in Phoenix. We were impressed with the quality of the product, but the level of customer service is very lacking compared to what it was a few years ago. There was nothing we did on our end to deserve the run-around we got from their salesman, and our complaints about him to other employees did not produce any results. We were ready to sign a contract, cash in hand, and we couldn't give our money to them because we were ignored. That's not a way to treat a customer, heck that's not a way to treat another human being. For this reason, I cannot and will not recommend this company.

Our search included no less that five suppliers. We began with First Impressions and ended with First Impressions. We had the most positive experience beginning with Ms. Debra Scofield in the Tucson sales office to Matthew the installer; who by the way was the only installer and completed the job in less than six hours after arriving from Phoenix around 10:30 a.m. The purchase and installation of our doors and entry gate was the most positive vendor experience since arriving in Tucson in 1982. The professionalism and product quality cannot be overstated. If what is desired is a quality product at a competitive price and professionally installed First Impressions is the vendor. This was absolutely the most positive experience! We love our new doors and they are something that has enhanced our new home and something we are extremely proud of.

First Impressions was responsive, professional, and produced a beautiful, quality product that is the envy of the neighborhood. Their service was above and beyond our expectations. We highly recommend them to everyone.

Met with Sale Rep David on Feb 13, 2014 to obtain a quote. Had visited their showroom on the north west side of town the prior week and scheduled the meeting. Was very impressed with the gates I had seen in their showroom. I reviewed the photos they have on their web site prior to meeting with David and had a preliminary idea of what we wanted. I was very impressed with David's knowledge of gates and installation requirements including those associated with swimming pools. David advised me what I could do and should do. We settled on a design for the three gates, two normal 5 ft gates and a 8' arched gate. He provided a quote. After discussing separately with my wife, I meet with David a week later and modified two of the gate designs and we signed a contract. Was told it could take 4 weeks to make but was contacted a week later to schedule delivery in a week. Two installers showed up as scheduled (they called en-route to let me know their projected arrival time). The installers, Ryan and Kirk, were very professional and obviously knew how to install gates. Ryan and Kirk completed the installs in about 4 hours. Approximately 3 weeks after the gates were installed, one of the bomber springs broke. I call First Impressions and they had a service tech out within two days and replaced the spring. I was concerned the gate wasn't closing reliably and he installed a second bomber spring. It has worked perfectly ever since. We are very happy with the gates and I highly recommend First Impressions - their people are very knowledgeable, personable, respond quickly and they support and stand behind their products. Their gates are not inexpensive (thus the C rating for price) but they do exude quality. I would not hesitate to use them again.

The work was well done and on time. It is a little expensive, but the quality is worth it.

Everything from the initial consultation to the measurements to fabrication and installation went flawlessly. They had a very fair price and a very high quality product. It was an expensive item to purchase, but you get what you pay for with First Impression! Couldn't be happier with our purchase and have reccomended to friends! Our builder, Maracay, even asked us who put up the gate because they thought it looked so great!

Our showroom and installation experiences were both excellent.

The job was flawless from beginning to end. We were replacing an existing walk gate on one side of our home and changing the walk gate on the other side from a walk gate to a double drive gate. The salesman arrived exactly on time. He showed us many styles and designs to choose from and understand exactly what we wanted. We told him we would call in a couple of days with a decision and actually changed our mind on what we wanted over night. We called him the next day and he came to our home again that same day and measured again gave us a quote immediately. He gave us a window when we could expect the gates to be ready and installed. We were pleasantly surprised that they were ready earlier than estimated and installed immediately. They are just beautiful and are more than we hoped for. We have had many compliments from neighbors and people walking past our home on the appearance of the new gates. The installers were professional and cleaned up every bit of dirt or rock that was disturbed by the installation. The gates work perfectly. We would highly recommend this contractor and would use their services again any time that we needed anything like this.

This is our second security screen - earlier in the year we ordered a security screen for our front door. The quality of their doors is the best we've seen after looking at various vendors, and the service exceeds expectations (on both doors they've come in earlier than promised).They are not the cheapest option but they do custom work - neither of our doors were standard sized, and for our french doors another firm said it could not be done (because of the size, framing, etc.) while First Impressions figured out a way.