Chris W
I strongly encourage anyone considering First Impression Ironworks (FII) to do their research. If you get a security door installed without issues you are lucky. If not good luck, it’s a headache dealing with this company. The CEO says “First class quality, First class value and First class care is our commitment to every customer, every custom iron product, and every home. It’s simply not true. Sorry for the long post but consumer need the full scope. After final payment, paid in full and installed on 1/21/26 I replied to a feedback email (they actually email you with a page full of links to push you to provide feedback) I advised of major issues with my door, grind marks everywhere, gouges in the metal etc (too much to list). The company stated this was industry standard and could touch up the door with a proprietary spray paint. On 1/27/26, a company technician spent 3 hours inspecting the door and takin pictures of areas of concern. Even pointing out areas I missed. After back and forth dealing with Gilbert based representatives I was told the industry standard again. Then they were willing to rework the door. Ahhh admission of a problem. But they would only sand and spray paint. Uh no I didn’t buy a door to be sanded and spray painted. I wanted a new door, the technician stated HE would leave the door and I can work with customer care to get a new one. Touch up spray paint won’t fix the 30 some odd areas of excessive grinding and visible defects of this door. They will say they are the experts, if they are this door would have never left their factory. They knowingly installed this with defects. This company went radio silent nearly two weeks after the inspection. Letters sent to CEO at the Gilbert location, emails to COO not responded too. Only after I initiated a chargeback for the whole amount as any consumer would. Only to be threatened with a lien unless I repaid 50% of the cost per the CFO advising this would provide customer care service. Round and round we went and still FII refused to do anything but now I needed to pay the entire amount! So you sold me on a nice product in your showroom, gave me a door full of issues, you had full payment did nothing to show what how and when it would be repaired correctly to what you display on your showroom or replace it and now pulling this? Pay again? Noooo this is total deception. Even more concerning, a Gilbert based representative emailed me asking that I stop posting reviews (Yelp) and cease contacting third-party agencies (BBB) about the issue. Consumers have the right to share their experiences and seek help from consumer protection agencies when disputes cannot be resolved. So we have the salesman never trying to assist and resolve, the CEO, COO, and CFO all not stepping in to resolve this, simply by replacing the door and frame! Nothing not a word. Amazing for a company priding themselves on customer service. I want a new door free of defects and once that door is delivered and I approve of it I will gladly pay for the door in full. I would never have bought from this company knowing they try and deceive customers like this and stick it to them if there are issues. This could have been resolved by replacing the door after 1/27/26 but they chose not to say a word until the money was taken back! Their response will be, fix the accounting situation, I rejected …, breech of contract, this is not how this works, we offered to do a touch up, industry standards etc. You had my full payment and knowingly installed a door full of defects, then refuse to replace it, customer service is a joke. You are right, this isn’t how it works, replace the door, stop with the deception, the excuses etc, you know you are wrong and admitted issues. You know dang well if any executive was given this door they would be putting up a fight too! Consumers should proceed with caution. Good luck if you just signed a contract, might want to rethink it.
