First Impression Security Doors

First Impression Security Door installed 1 courtyard gate and 3 railings at our front yard. I was skeptical to work with this company after reading all the Unilocal reviews, but still decided to give them a shot. Lots of things went wrong during the whole process — Sales meeting got cancelled, design wasn’t drafted on the promised time, walls were damaged during gate installation. So why 5-​star? Because they have the integrity and capability to make things right in a bad situation. The world is not perfect, so a company that knows how to solve issues professionally is just as critical as doing the job right the first time.
Details in categories:
Sales — We worked with Roger on sales. It’s not easy to find a sales rep. who is both honest and knowledgeable. He missed a couple scheduled appointments due to personal reason (and it’s understandable) and gave us a choice to work with another sales rep., but we decided to stick with him even though we knew it would take much longer to get the deal closed. The wait was worth a while.
Design — The CAD design due date got pushed back a few times. I was frustrated and the management got involved. I was contact by Cory, a Director at First Impression. He assured me that the delayed on CAD design won’t cause a delay on the installation, and he did fulfill his promise.
Installation — Aaron is the field technician who came and installed the gate and railings. Our job was a bit more complicated because we have faux stone walls that needed to be cut prior to the installation. Aaron installed 3 railings perfectly, but the gate installation was a mess. He ran out of diamond wheel cutter and decided to use an alternative tool and that just did not turn out right. We had quite a bit of damages on our stone wall. Aaron admitted his mistake and took extra time to repair the stones, but the repair didn’t go well because that’s not his specialty. He did let the management know that the repair did not meet his expectation, so Cory scheduled a mason for the final repair. This is the part we don’t understand — We like Aaron, he is honest and obviously has the right skill set (again, railings installation was perfect), so we are not sure why he decided to continue when he ran out with the right tools. If you have stone walls and need something installed from this company, make sure they are using the right tool so you don’t have to go through the mess we had.
Gate and railing — They use quality stuff. Their pricing is a bit more expensive than their competitors (I also got quoted from 4 other companies) but I can see what I am paying for. If you don’t want to deal with cheap gate and railing, go with this company. By the way, some other gate installation companies will want to remove faux stones in order to install railings, but this company has a way to do the installation without removing the stones.
Management — I respectfully disagree with other negative reviews when it comes to communication and repair. Through my experience with all the things that went wrong, I NEVER found hard to communicate with First Impression’s management. Cory pretty much leaded all the communication and decisions and got other managers involved. He always responded my e-​mail within 48 business hours and worked out a fair solution that meets satisfaction. He is knowledgeable, professional and capable to turn a negative experience to a positive experience. He said that fabrication is his company’s biggest strength, but as far as I can tell, he and his team are the biggest strength of his company.
Repair — They got this guy name Matt to repair the stone walls. Let’s just say Matt knows what he is doing and he did an awesome job on the stone repair to the point that I can’t even tell there was any damage done during the installation.
Great company, not all the «BBB A+ rating» companies can keep this kind of standard in my opinion.

I could not be more pleased with the quality and workmanship of the door that was installed on my client’s home. Absolutely beautiful and exceeded my expectations. The custom door that I designed is flawless and exactly how I had drawn it. Cannot recommend First Impressions more!

I thought this was going to be a great experience after all of the pleasant phone calls I’ve had with this company. My fiancé and I met with a man who gave us a price for all of our windows except the north facing ones because SRP doesn’t refund us on those. We paid in full and later we scheduled a time for someone to come out and measure the windows to do the install today. My birthday. I come home from work and notice that we’re missing screens. Then I notice one window is half done. Half of it doesn’t even have a screen. Then the doozey. There’s a GIANT CRACK right down the middle of my large living room window. Like a giant squiggly crack. I called and left the company 2 voicemails. I think I’m more angry that they didn’t call me not even once today to let me know they they were A out of screens to fit my windows and B they cracked my living room window! I am FURIOUS. I will be notifying SRP about the lack of care and concern that they have shown us.

Unacceptable Installation, Customer Service and follow thru of my long awaited, paid for upfront and in cash, iron and glass, front entry door. My door was installed on June 8, 2015. I have had five return visits from service techs to finish the door stoop, replace glass broken during initial install, repair stucco and attempt to fill gaps as big as ½ inch or wider with foam or caulking. (Poor workmanship). I have worked patiently with customer service through all the excuses and what appear to be blatant lies, reference the delays and reasons my door has not yet been completed. Feeling defeated, I became confidant again speaking directly with Sherry Moore-​Adams, Director of Service and Scheduling, bypassing the previous customer service representatives I had been working with. However, Sherry is quickly disappointing me as well. I had several conversations with Sherry via telephone and email. I sent photographs of my door, with explanations of my concerns and the work not yet completed. I even suggested someone come out to take a look at the door and the workmanship. Sherrie assured me we could resolve the problems with the photographs and I was added to the work schedule to complete my door today, 07÷20÷15. I asked for Sherry to call me prior to the service tech coming out to my home, as this is the sixth attempt to complete my door. I felt it important to know we were on the same page on how the work was to be completed to avoid any more surprises and disappointment. Well, it’s the day of my appointment. After leaving a message and calling the general customer service telephone number, I was finally able to get ahold of Sherry. Sherry advised she would have to call me back, as she did not have all the information and she was going into a meeting. At this point, I have to ask myself, Am I being unreasonable? My answer to this is no! So, now I sit here, still waiting for the «highest quality workmanship and award winning service» I was promised. What now? I really want to whole heartedly enjoy my door. From afar, it appears beautiful, but up close the door is unfinished and workmanship around the frame and stoop is unsightly. At this point, I am looking for someone within the company who truly cares and wants to help me resolve my door situation. I will update this post following today’s visit. I am hoping for a positive outcome to increase the rating.
Well the 6^th visit was unsuccessful! Quite frankly, I’m at a loss for words.
I contacted the company asking to speak to the owner of the business, Clint Cornelius. I left a message on voice mail and received a call from Mark Johnson, General Manager. Mark was cooperative, listened to all the mishaps and referred me to Tom Vejvy, assuring me Tom would follow through and get the door completed. Tom came out to my home, noted all the problems and even pointed out some others we were not aware of. (Thank you, Tom for not being afraid to step up to make things right vs. bypassing what we didn’t see).
On August 1^st the door was completed & made us smile, finally! UNTIL LAST NIGHT, after we had a good storm. My husband came home to find water inside our home, approximately 30 feet into the front living room area and kitchen entry! After mopping up and cleaning about 3 gallons of water. My husband inspected the door to find the seals were improperly done, causing the water to enter our home! Wow! Can you imagine how we must feel at this point?!!
I called First Impression Doors, was transferred to Tom Foster the new Director of Service & Scheduling. After explaining the situation, history, expressing the urgency to have a repair tech out today or tomorrow, my response from Tom was he will call me back in a couple of hours and IF he has someone in the area may be able to arrange service! Really?!! I even said this was an emergency situation that needed immediate attention and I would take time off work. We are in monsoon and the weather forecast is useless during this season. I also related the air I’m losing ²⁴⁄₇ through an unsealed door. Tom’s response…“you can also lose air through a chimney flue”. I don’t have a chimney!!! I have an $ 8,000.00 iron and glass door, manufactured & installed by First Impression Security Doors, Tom!
Okay, so I contacted Mark Johnson directly. After explaining again and 25 minutes later, Mark called me back and is having a repair tech come to my home early this afternoon! Mark also reassured me if the repair can not be taken care of today he will make sure a tech comes back out tomorrow morning to complete the work. Thank you, Mark! (Update to follow)…
Mark provided exceptional customer service and the technician was at my home the same day to redo/​replace the door seals!
Well, it’s October 23^rd and I am now having problems with the door lock! Good luck people should you choose to use First Impression Doors. I wish you well! (I have exceeded Unilocal’s text limit). :(

First Impressions was very professional and thorough when conducting business with them.
When we walked in we weren’t sure exactly what we wanted, but the owner showed us some other doors and designs and we were able to decide from there what we wanted. Fantastic service!
Installation was so quick and efficient. Mike did a fantastic job, and by the time he left everything was cleaned up nicely and we had a beautiful gate for privacy.
The workmanship speaks for itself and you can tell the difference between first impressions door and the others in the neighborhood. Theirs stands out hands down.

Everything went well except the installation. During the initial installation in November 2014, the door bolts were not drilled straight and went through the door frame. The installer apologized & informed us that he was only 3 weeks on the job. He said a technician will come to fix it, I never received a call. I had to call and explain what happened during the initial installation. After two separate visits by two different technicians because they did not have the correct tools. The door bolts were reinserted and wood putty in the holes by a 3^rd technician at the end of December. Unfortunately for us, the last technician drilled a gouge into our front door while reinserting the bolts. I called the company, he also apologized and said to send pictures. I sent pictures and no response. At this point, I just want others to be made aware.

Just had our door installed. We are super happy with the results!
The buying process was great. Our sales consultant came over and spent almost 2 hours with my wife going over ALL the details and answering all her questions. We looked at several companies and ended up going with FISD due to how awesome the sales consultant was and the quality of their product over other companies, for roughly the same cost!
Almost all of these doors are handmade, to order, and customized to fit your exact opening. The industry standard for the door to be installed is roughly 4 – 6 weeks after purchasing. The only (minor) ding I have against this company is the scheduling.
About 3 weeks out we received a call letting us know it would be towards the end of the week. We weren’t given a specific day or time to go on. When we inquired if we could get a specific install time and day, the lady had an attitude and was a bit harsh about it.
I understand there are a lot of doors to get installed, but when you’re paying well over $ 1000+ for a door, you expect a little better service on this end. I need to take off of work at least 2 weeks in advance to be home for the install and it’s a simple consideration to provide a little less vague of an install date. I ended up being forced to take 3 days in a row just to cover the range of dates provided.
About a week out we were provided a specific day to install, but no time. Again lady was a little rude about it but we got a 4 hour window after some prodding. We weren’t asking the world, just for specific day/​time so we can plan accordingly, which shouldn’t be an issue considering the price of the product being purchased.
The day of, tech called and notified we were first door of the day, 8am sharp he was here as he promised. Had door installed in just over an hour. He took his time to go through the maintenance of the hinges and lock assembly and cleaning of the screen. He cleaned up and was on his way. Tech was superb!
We absolutely love our new door! FISD deserves the full 5 stars, won’t dock a star over a single lady who probably didn’t have her cup of coffee for the day. Check out our new door in the photo gallery!