Complaints

This profile includes complaints for First Impression Ironworks's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  First Impression Ironworks

  1415 N Mondel Dr Gilbert, AZ 85233-1209

  
• 

  First Impression Ironworks

  15507 N Scottsdale Rd Ste 155 Scottsdale, AZ 85254-2156

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased front door security door to be installed 1/2/25 1/2/25 -********* called to inform arrival 3-4 -4:30 ********* called informed likely would not make it, would call in a bit to confirm. Called an hour later to confirm would not make it, they would call Monday to reschedule install. done and scheduled for 1/10 1/10/25 -showed up on time but during install determined door had defect and should be sent back to fix. Stated previous ********* should have inspected prior to taking from warehouse, which did not happen. Said someone would call later that day to reschedule install -By afternoon, no call so I called. Informed scheduler what happened and that we were unhappy with service and communication including first ********* not calling until after install window and not inspecting door for defects. Scheduler apologized and said she would share concerns with ****, suggested waiting until someone called me before reschedule install 1/13/25 -Scheduled install for 1/20. I asked about complaints shared last week, was told would share again with ****. I said I expect a call from someone 1/14/25 -Call from ***** in management, LM for me, I returned call, LM for her 1/15/25 -No call from ***** by mid-morning, I called again, spoke with *****. I restated concerns. She stated both *********s were at fault. apologized saying they strive for better. Said contract stated multiple installment attempts many happen.-I reiterated concerns were 1)poor communication on 1st install 2)mgmt never calling after complaints 3)door not inspected properly prior to installation resulting in install delay.-***** asked what I wanted. I said $500 off is fair given issue and inconveniences. ***** said would take to **** but would likely reject and I should hear back in 48 hours.-Requested they not send 1st ********* on 1/20. ***** confirmed it would not be.1/20/25 -Door installed. Nothing from **** on request for $500.-1st ********* was sent against my wishes and Jamies confirmation.

  

  Business Response

  Date: 02/19/2025

  First Impression Ironworks has fully reviewed this matter, all phone calls and visits to your home regarding the installation of the custom security door. We do apologize for the inconvenience of rescheduling or running behind. We communicate at several points that multiple trips can be expected.  Although we want to avoid this from occurring, with the custom nature of our ironwork and the installation process, delays will happen. Management did follow up with you and we apologize it did not meet your expectations. Our team provides the best communication possible and provide a 10 point quality control inspection process. There are items that will require adjustment, touch up or obstacles we are not able to overcome. The quality of your product is important and unfortunately that resulted in another trip to complete the installation. You have chosen a company that will relentlessly ensure your custom ironwork is right and installed properly for your home. We understand you have requested compensation and this is denied since rescheduling can be expected. We sincerely apologize for your frustration. Your feedback has been received and we have addressed the team to ensure communication is a top priority. Thank you!

  Customer Answer

  Date: 02/19/2025

  I do not accept this. My issue is not was the multiple trips.  It was with the quality and It was was the communication especially with your supervisor. She did not respond when the initial complaint was made. I had to call and complain twice better anyone called me. She did not call me back after stating she would in 48 hours. She lied when I explicitly asked that the initial installer not be sent back. She says he was not who would be installing but thats exactly who came to install. 

  

  Business Response

  Date: 02/20/2025

  We sincerely apologize for your experience and can assure you we have addressed these matters internally. The quality of your experience matters to us and we have addressed this to avoid future situations  The quality of your product also matters and this has been verified to be complete. If you have any issues present day that need to be addressed with your installation, questions of care and maintenance or service needs please contact us in ************* at ************ Option #3. We are happy to assist you. 

  We do appreciate your feedback, we will always take our customer's feedback to help better our company. Unfortunately we are not able to change your past experience, but can tell you we strive to ensure this is resolved and does not happen again. The scheduling request of the technician was a communication error from what it sounds like. Again, we do apologize you are not satisfied with this. Please understand, although it was requested, it may not be the best decision for your installation. The technician selected is the right person for your install and/or the availability for scheduling needs of your project. This matter is considered to be closed and there is not anything further we can provide.

  If you need service, please contact us and we will help you. Thank you!

• Initial Complaint

  Date:05/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a new feont security screen and side gate installed last week. Yesterday when my husband went to lock the gate, the key just kept turning in circles and the deadbolt would not lock. He called the company today and was told it worked at time of install and he would need to contact the company who made the gate lock handle. We are in shock that we just spent over 4k for a gate with a new lock that does not work and when we call the company to come make it right, they dont even care or stand by their product! Our "First Impression" of this company is frankly horrible!

  

  Business Response

  Date: 05/21/2024

  Our company sincerely apologizes for the service level received and we are happy to assist you. First Impression Ironworks has no intention to inconvenience you with this matter any further and appreciate your understanding. This was an oversight on the information provided by a staff member and we are already in process of having this corrected for you. Please contact us at ************ option #3 for ************* if you have any other questions for us. Thank you for your business with First Impression Ironworks. 

  Customer Answer

  Date: 05/21/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:03/07/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contract Date 10/27/2023 Contract price $15,100. Paid $7,550 deposit, total due upon completion $7,550 (currently not complete) We wanted 6 iron security doors for our house and guest house. The salesman for FII, *****************************, talked us out of 6. We contracted 5. He took measurements and stated a standard door frame will not work at the guesthouse, but FII can create doors with wider frames to make them work. The day of installation, the installer contacted me to come look at the guest house doors as they did not fit the door frames. The front door was really bad. I asked him if the frames were wider than the other doors and he said no. I told him that was problematic because ****** knew they had to be built different to fit. The installer stated this is not the first time this has happened and told me he was going to call the office. We agreed that he would continue to install the other doors while this was being resolved. The installer let me know he talked with the office and they are going to take care of it and that he was taking the wrong doors back to the shop. ****** called to see if we could just accept the doors the way they were. I told him we could make the back door work but not the front door. The error was extremely noticeable and we shouldn't be responsible for his mistake. The installer took the wrong door (front door) and said it would take about a week or 2 to make the new door and have it installed. After about 3 weeks I called to find out if the door was scheduled for install and was told by a very unprofessional woman that unless we wanted to pay to upgrade the frame they weren't making any changes. I explained the entire situation, asked her to speak with ****** as he knows exactly what he said and it is 100% his error. She told me to read the contract and said I agreed to 2" frames, which is false. There is 0 communication in the contract about the width of the frames and a disclaimer stating the pictures are design references only.

  

  Business Response

  Date: 03/08/2024

  First Impression Ironworks has been attempting to work with you since December. We are legally obligated to deliver what you signed for on your contract, which we did. Now you have requested something different and we have to obtain your signature to proceed. We agreed to only charge you for the upgrade which you would have paid at time of sale, but you refused. The Director has already agreed to waive the upgrade for the larger frame you are requesting as a courtesy. We must obtain your permission to move forward. Additionally, our Director has reviewed the phone calls for quality assurance and unfortunately our care team has been unsuccessful with speaking with you and have been hung up on with each call. We understand you are frustrated and we want your project to be completed as well. We have spoken with your sales designer and management to complete your work. Instead of working with us directly, it appears you are reaching out to multiple social media outlets only. We are unable to resolve this if we cannot speak with you and gain the legal signature required. We have left messages and emailed explaining this to move forward. We are happy to assist you further and need you to be willing to work with us. Our company has sent you a DocuSign via Adobe Acrobat to approve the upgraded frame since December and you have not completed it. Your project and satisfaction is important to us. Please allow us to work with you and we can upgrade the frame you want. Please advise on if we can move forward and sign for the contractual changes needed. Thank you!

   

   

• Initial Complaint

  Date:05/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We went to the showroom, decided on a screen door, they sent a rep to our house to measure and go over details. We were interested in the glass insert so on warmer/colder days we could still have the light come through. I asked the rep several times if the glass insert would rest against our front door when fully opened, or if the glass would stick out straight (not fully resting against our front door) because of the door frame. I was concerned because I did think the door frame would cause an issue and elaborated that it would bother me if it did not indeed rest against the front door. He assured me that they sell many screens with the glass insert and it would rest against our front door when both were opened all the way. The glass insert DOES NOT rest against the front door and now I am unbale to use the door as a screen door. If I have any other window or door in the house open at the same time as the glass insert the wind slams the glass shut. The glass not resting against the front door creates a pocket and the wind blows the glass shut. I spent $2733 dollars on a screen door that I cannot use as a screen door. I have reached out to discuss options, they have decided it is not their problem. An option given was to only open the glass and keep all windows closed. I emailed the rep that came to my house to sell ** the door and let him know that the glass does not rest on the door, and he again said it should. I have attached photo of the email.I am not the expert in screen doors, they send a rep to our house to discuss the details, I very clearly asked the questions and was assured it would not be an issue. Now that it is an issue it is my problem and not theirs. Nearly $3000 dollars for a screen door that is not able to be used as a screen door.

  

  Business Response

  Date: 05/12/2023

  Good afternoon. With your security door installation we are unable to present an option to keep your glass open. However, we *** be able to help you understand why the "ghost swing" might be happening causing the glass to slam. Have you confirmed it will slam or closes on it's own even after all other doors in your home are in the closed position? The reason we ask this is because if other doors are open this creates airflow to exit through the security door, causes a draft which then closes by force the glass frame door. A possible option to stop this or something that *** be successful is to apply some pressure to one or more of the hinges to create some friction on the glass frame to slow down or prevent the ghost swing. Adding Teflon tape to the hinge pins can also help in creating added friction to stop the ghost swing from happening. Your security door is properly installed and sounds as if you are experiencing am airflow draft. If you have further questions, please contact our customer care at ************ Option #3. Thank you!

• Initial Complaint

  Date:05/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had an iron exterior door with mesh screen installed on our home by First Impressions Iron Works, ******* in May/June 2021. The door has a 2 year warranty from First Impressions. We started to see rust forming on the mesh part of the door and contacted First Impressions. The mesh is powder coated and should not be rusting in such a short time. I contacted First Impressions to seek assistance with the rust issue. I was asked how I cared for the door and told them we wiped it down with water if needed. I supplied First Impressions with 2 photos of the door. One showing the entire door, the second showing the rust. ********, customer care, advised me that I had improperly cared for the door and had caused the rust and calcium deposits on the door frame. There are no calcium deposits on the door frame. ******** implied that the door must be getting hit with a lot of water to cause the rusting and calcium deposits. I told ******** the door does not get hit by any sprinklers or other type of continuing water and again that there were no calcium deposits on the door. I reminded ******** that this is an exterior door and should be able to handle the limited rains that we receive here in **. *****, a customer care manager, contacted me and told me she had made the determination that I had caused the calcium deposits on the door and First Impressions would not be warrantying the door. I again told ****** that there were no deposits on the door and invited her or another First Impressions care person to come and inspect the door. Our home is approximately 15 minutes from their ******* location. I offered to stop by the ******* location to discuss this with ******** following a meeting I had scheduled that afternoon near their office. I spoke with ***** that afternoon and he advised me that WD40 is used often in the business and may remove the rust. I attempted to remove the rust this way. First Impressions refuses to send out a rep to inspect the door.

  

  Business Response

  Date: 05/05/2023

  We understand you want your mesh resolved and we can address this. Allow me to clarify some with rust and elements for care & maintenance. What you see on the mesh is surface rust, flash rust or hydrated iron oxide caused when iron reacts with oxygen, water or both. This can be expected and why we inform every customer of normal care & maintenance. If products are not properly cared for, then a higher element of rust and corrosion will occur. Unfortunately, our elements play a role into care of our products. Typical rain will not cause calcium build up on the steel as seen in one of the photos you supplied on the top of the doors. This is caused from hard water sitting on the product.  The photo you supplied of the mesh shows surface rust and before it develops more and starts eating the powder finish, it needs to be addressed. Cleaning with WD-40 can be effective. Your mesh shows surface rust and any water element will increase the spread. Our company initially responded to your request for re-powder coating your mesh and was informed you clean your doors with water. This is why our care agent responded by guiding you toward better care & maintenance. After learning more about the situation, you need a service to address the mesh which is $110.00; can ensure the mesh is clean and touched up with a specified spray color that is formulated to match your powder coat. I am happy to do this as a one-time courtesy but in the future, you can expect a service fee to be applied. If you want the mesh repowdered, which I do not see is needed then it's a higher cost. The pricing was quoted at a discount. You are correct, we did state an inspection was not needed since we clearly diagnosed the problem. We value your time and do not see any reason to conduct an inspection to inform you of the same information. The only update is that I am approving a one-time service for the mesh at no charge. Let us know if we can schedule this for you. I hope this will satisfy your concerns. 

• Initial Complaint

  Date:01/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had the Ironworks people fabricate and install an iron gate at the entrance to our courtyard. It was done well and looks very good. The locking mechanism finish weathered and is flaking off. The gate is covered by the archway entrance. When I called they said they had been having this problem often. It was a "bad" batch of door locks. Their response was that they would change it of $110 dollars. We were days after the 2 year warranty was up.I always like a company with integrity, They don't seem to have it.

  

  Business Response

  Date: 01/05/2023

  We understand you are concerned with your hardware currently and are happy to assist you. We can waive the service fee and installation of $110.00 as a one-time courtesy for you. The handle has been installed since December ********************************************* replacement from the elements. Elements such as our ******* heat or Monsoon season can play a hand in deteriorating hardware. The charge for a new handle replacement is $50.00. We no longer carry the Schlage handle sets, but do carry Kwikset handle sets which are similar to the model you have on your product. If you would like to proceed with this option, we can set up the installation of a new handle set at $50.00 and again, we will waive the $110.00 fee.  The 2-year warranty is for the powder coat finish and the hardware item peeling is not an item we coat at our facility. This is a maintenance item that would require replacement from time to time. We do hope this will help resolve your concern. Please contact us at ************ Option #3 for ************* and we can schedule this for you as soon as possible. Thank you!

  Customer Answer

  Date: 01/05/2023

  Sorry but that solution is not reasonable either. I looked on the Amazon website and found a replacement for the handle set for $28.00. It was an exact replacement. As I was reading i found the Schlage warranty policy for residential installations. It basically said the finish was good for at least 5 years if not lifetime. They are sending me a replacement free of charge. I will not need your company to manage the 2 screws that hold the lock set on for me. 

  

  Business Response

  Date: 01/06/2023

  Good morning, you are correct, Schlage does have a 5 year finish warranty. We are happy they are replacing the handle for you and we should have informed you of that as well. Please accept our apology if this was not reviewed with you at the time of the call. It is an option to contact the manufacturer of the hardware although we are unable to guarantee they will replace it. Happy to hear they are assisting with the replacement and if you would like us to install this for you, we will. Please let us know and we can do the install when you receive the handle at no charge. Again, we do apologize for any miscommunication or understanding of options.  Thank you and we do encourage you to contact us to replace if needed. 

• Initial Complaint

  Date:11/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Earlier this year my husband and I went to the showroom in ******* to look at their security doors. While there, I took a picture of the color of the door I liked to be able to see it on our house when we got home. A few months later, we decided to order the security door. We had a sales rep come to our house and I had a drawing of the style of door we wanted and showed him the picture I took from the showroom. He immediately told me the color was rustic iron and showed me the color on the color swatch. I told him, that doesnt look like the same color. To which he replied, its going to look different when its on the door. Trusting he knew what he was talking about, we ordered the rustic iron color. After installation of the security door, I immediately noticed it is not the color I had wanted. It was a brown door and the color I had wanted was more of a gunmetal gray. Please see the picture for reference. I called the company to let them know, and they told me they would send out someone to look at the door. The next week someone came, I showed him the exact same picture I showed the sales rep, and he said thats not rustic iron that is the black (cant remember the name he called the color. Anyway, he took a picture of our door and had me send him the picture I took of the door in the showroom and told me customer care will be in touch. Several days passed and I didnt hear from anyone. So I called to inquire. The women on the phone tells me upon investigation, you did receive the door you ordered. If you would like it repainted it will be an additional $900 to have it painted the color you wanted. I was SHOCKED. She was completely rude on the phone, Ive never received such HORRIBLE customer service. After asking to please get me to someone w/ hire ranking, she declined. I ended the conversation and told her I would be disputing the charge with my CC company b/c I did not receive the door I ordered. She replied I will dispute it also.

  

  Business Response

  Date: 11/14/2022

  First Impression was informed you were not satisfied with the color of the door, and we can assist with changing this for you. The custom product installed on your home on 10/11/2022 matches the signed contract we are obligated to uphold. We have reviewed for any error, and none were found. We delivered the product correctly you purchased. We understand what you are explaining and have chosen to discount the option to change the color to accommodate your request, however this is not a simple request. The product requires removal, a third party to strip/sandblast the product, ******************, possible faux application based on your decision, quality control and reinstallation. Our company is not looking to profit from the decision to change the color, we are accommodating this process so are satisfied with the color. We have offered pricing to modify your door and encourage you to contact us if you would like to proceed. We gave two options which are: If you pay the full bill, which is now overdue, then we can change the color for you as a courtesy. If you want the faux, then you would have been charged for the upgrade anyway if the choice is black ***** rub. That charge is $600.00 minimum; Or if you want to change it to silver texture, then you would need to cover the removal and reinstallation which is $485.00. We are waiving a large fee and process for your satisfaction. 
  We are happy to help you and want for you to enjoy your custom ironwork. You have processed a chargeback for an item fully installed to the contractual agreement on your home, therefore, we are not able to assist further until this situation has been rectified with our accounting department. Please reach out to ************ Option #7 to resolve. Then if you want to proceed with the options given, we are here for you. We hope you resolve the financial obligation, and we can assist you with the service you are requesting. Thank you!

• Initial Complaint

  Date:10/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contracted to put in an Iron Gate on our porch back in July 11th paid them $1575 as a deposit with the remainder due on completion. The door was installed on the 26th of Sept. we then paid the balance of $1575. we noticed that the door had no doorstop and found that unusual as it was a heavy wrought iron door . Well of courser the first person that walked in opened the door fully the door handle or k*** crashed into our stucco and dented it , this will keep happening . We called them to put in a doorstop and the lady that answered told my wife she could just buy a "little thingamig" to put on the wall from ********** , paint it and that will fix the problem . Needless to say ii don't think a $3100 door should have a "thingamajig ." . When they called me back they said it would cost $110 labor plus $85 for a doorstop to have the problem solved . i thought this should have been disclosed upfront and its a terrible way to do business .! ! After sale for additional profit . I would not recommend this company!

  

  Business Response

  Date: 10/14/2022

  We apologize if this was not explained thoroughly and can offer more information. We do offer a gooseneck door stop which is made for iron entry doors and the inside of homes. We don't offer a gate stop due to this product being installed outdoors onto different surfaces which are expected to not be level. A gooseneck stop is typically 2" high and often will not work for a gate installation.  Depending on the type of ground, a door stop can be ineffective outdoors and this why we don't offer them. Our objective is to ensure we install the best quality product and that includes the hardware we use as well. I have reviewed your surrounding area and we can possibly install a gooseneck door stop onto your pavers. If you would like to schedule this, the cost of the stopper is $85.00 and we will waive the service fee for you. We cannot guarantee this will work and if we come out and find this install is not advised, we will refund the $85.00 for you. FII is not responsible for pavers that *** crack or break during the install process. If you would like to schedule this, please call ************ option #3 and ask for scheduling please. We are happy to assist you where we can and wanted to explain this further for you. We appreciate your business and hope to resolve your concern. 
  

• Initial Complaint

  Date:08/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First Impressions previously installed an iron gate to our courtyard. In June, 2022, I ordered a front door to match the gate. The same color was on both invoices and the salesman said the door and gate would match. The gate is a rustic finish black color. The door they delivered is a shiny brown. I heard a lot of excuses until they finally told me that they had changed suppliers and even though the colors have the same name, they are different colors. After paying over $6,000. for the door, they wanted me to pay more $$$ to have the gate sanded down and painted to match the door. That's after I told them at least ten times that the door needed to be the same color as the gate. That's what they promised me and they breached their contract by not providing the right color door.

  

  Business Response

  Date: 09/08/2022

  We understand what the customer wants to achieve and have been trying to work with ******** on a solution to her satisfaction. The new installation of her iron entry door matches our current blend and samples shown throughout the company. This installation is correctly done to the contract. We also verified the samples shown from her sales designer are correct. Unfortunately the custom color blend ******** wants to achieve is not available. The color of her gate that was installed in 2020 is no longer available and was discontinued. We want the customer to be happy and recommended matching the gate to the new and current install we just did for her. First Impression has presented an option to update the gate installed to match the iron entry door. Since this is 2 years old we gave her a quote which would allow her to update her gate to the current color blend to match and renew the powder coat warranty. The customer refused all options wanting only the original color blend that was on the gate from 2020 and has resorted to negative social media and other outlets. We have been willing to work with ******** and she does not like our answers. We are unable to produce this custom color for her otherwise, we would.

  Here is what we can offer:

  Option #1 Update the gate to the current color that matches her Iron Entry door at no charge. No new warranty will be given for the gate. Total quote = $0.00

  Option #2 Update the gate to the current color that matches her Iron Entry door at the discounted price quote given which will have a new 2-year powder coat warranty. Total quote = $400.00 waiving cost for removal, installation and labor as a courtesy. 

  Option #3 We can offer a discount on the new purchase 

  Our company is happy to help with the process and continue working with her. We encourage ******** contact us and select an option we have provided for her. 

  Thank you!

  Customer Answer

  Date: 09/09/2022

  I ordered the door to match the gate.  The salesman wrote the contract for the door to match the same color as the gate "Rustic Iron".  At no time did the salesman indicate that the color would be different.  The gate matches the wrought iron lighting fixtures so changing the color of the gate from black to brown would only make matters worse.  Since I was very clear about the door matching the existing gate, the salesman should have told me the company could not match colors.

  As for social media, prospective buyers need to be aware that the company is having issues with their new supplier providing consistent paint colors.  This is a $5,000.+ decision and buyers shouldn't be misled as to the color of iron they are getting.

  

  Business Response

  Date: 09/11/2022

  First Impression has custom built, delivered and fully installed the iron entry door you are contracted for in the correct color. This order matches the sample and has been verified to be correct. After installation, the customer has stated they want the iron entry door to match the color on the gate which was installed in 2020. We are unable to match the gate exactly and the blend is no longer available. Additionally, the gate is 2 years old and will have a variance due to normal wear and tear from the elements after installation. Our company has completed the customer chose on the contract in full. The customer has expressed she is disappointed and her expectations were something different. Therefore, our customer care department has given options and offered to update and match the gate to the new iron entry door color blend. The customer has refused all options. There is nothing further our company can do for the customer and we will notate the options given. These discounts and accommodations will expire in 30 days. 

  Customer Answer

  Date: 09/12/2022

  The salesman knew the door color was to match the gate.  He even checked to make sure the right color was specified on the contract for the door "Rustic Iron".  If you changed colors then you should have told me before you manufactured the door.  I had no way of knowing you changed vendors and the color would not match.