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| - We had First Impression Security door install a screen door and side gate at home in December 2011. The installation went very smoothly and initially we were pleased with the installation. The door was around $1800 and side gate was $900 installed and we received what amounted to a 10% discount.
In December 2013, the door closure failed and the heavy iron screen door slammed into my heel. Thankfully, I was startled but not hurt. Called First Impression Customer Support right away and was very happy to learn of the "free screen door closer swap-out" program. It works like this: If the closer fails, remove it and take it to the nearest showroom and if they have a new one in stock they will swap a new one for your old one.
The new closer worked for over a year, but has just failed again on June 30, 2015. So I'm headed to the showroom in Gilbert to swap-out another closer.
About the time that the closer failed in 2013, I also noticed small areas of rust on the iron door and gate. The showroom salesman promised to send out some touch-up paint. But we never received it. I just got off the phone with customer support and was told they will mail some out to me in the next day or two. This time I set a reminder!
I seal the redwood on the gate each fall, but it is really very thin wood. It looks pretty but it is just so thin. I will have to replace it soon.
We also have this devilish issue where the key get stuck in the lock of the security door and will not come out. Have worked with First Impression a number of times to resolve the issue. If I am very patient and if I work with the key gently and diligently I can usually it to come out of the lock... with a little luck... eventually. But it's just a matter of time before the key gets stuck again. As a matter of fact, it's been stuck in the lock for about 5 months now and I still can't get it out. LOL! A security door with a key in it!
Anyway, First Impression is aware of the issue and explained that the "key stuck in lock" issue impacts customers where the lock was re-keyed at the time of installation. But the lock is out of the warranty (two years - but this lock issue has been an issue since shortly after the installation date) so to fix the issue, I'll need to get a locksmith out to remove the key from the lock. Ugh!
As of last week (June 2015), I also discovered that the side gate no longer latches. Customer Support advised me to file the hole just a little wider and try the latch again. If it doesn't, CS will be happy to set up a service call.
To sum this up, at first, my husband and I were very happy with our First Impression screen door and side gate. The installation process was smooth and the door and the gate worked reasonable well for just two years. In retrospect, perhaps I should have made a different choice of gate latch or been more vigilant with respect to the installation of the gate handle. I should have paid more attention to the type of wood used in the gate. Maybe I should have selected a thicker wood... or perhaps an artificial wood slat instead of redwood. Perhaps I should have insisted that the door lock be replaced as soon as it started to get stuck in the lock so regularly.
Overall, I'm coming up with a fairly neutral rating for a very pricey product and a general sense of disappointment. At one time, I would enthusiastically recommended First Impression to my friends and neighbors. Now, when people ask me about either my gate and or door, I still say that I like the products, but they have both required more maintenance than I ever expected from a door or a gate.
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