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| - UPDATE: i am moving up to four stars from two, then three. After playing phone tag and sending emails. An appointment with a service rep from First Impressions happened TODAY (June 21, 2018). This service rep installer works for First Impressions (not a subcontracted installer with no personality and in a hurry) , this Fiest Impressions service tech was professional, cared for my needs and did an excellent job reinforcing the door, adding a door pull that worked (so it doesn't slam against the wall anymore), and added a wreath peg! He even filled in the gaps that I was concerned about that was not conpleted originally. Thank you First Impressions! ..... The security door I purchased is beautiful. I love it. BUT, I am very disappointed with the process and installation. Ordered the first week of December 2017, was told it takes about three weeks, should get door installed around December 22, 2017. Received a call about a week later, giving me a date to install January 2, 2018. First disappointment.
Then installation is done, he was on-time, had wrong color of door handle and lock. It is not marked anywhere on my copy of the order form. And I know I discussed with sales person Gary, as I wanted satin nickel to match my other doors in home. Called customer service, they had ORB on second page of contract. No problem, installer, had someone come to drop off. Second disappointment, I had to make that phone call.
Then after installer is finished, he did not change the doors to match my keys, told my husband he could do it. Later that day, when husband is home from work, he does it. Double door lock does not work. Since husband did it, customer service told him to fix it. Second call to customer service in two days. Third disappointment.
Then, we actually went out the front door for first time two days later and the door flew open and it the side of house, there is no door closer on the door! I called customer service again, I was able to pick up a door closer, the installer did not install, didn't say why he did not install. Again, my husband installed. The door closer I picked up from First Impressions was not the right size. The door would only open 1/3 the way, not even half way. Husband removed it and probably reason why installer did not install. Fourth disappointment.
Then, I went to put my welcome wreath on the wreath peg that was part of the order for the door - NO wreath peg!! Have not called the customer service yet about that one, not even sure how they can fix it and very unhappy! Fifth disappointment, and that one is a major one and reason they only got three stars!!
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