I ordered my very expensive security door back in May. The frames (inside and out) did not fit. Technicians have been out multiple times. Weather stripping is coming off, and other things are incomplete. Several appointments were not kept on their end. I am hoping to have this resolved soon. I purchased a door from First Impressions a few years back and have been very happy. I don't know what happened to the company. I am still hopeful they will resolve these issues. UPDATE : Nov 7. I am updating my review because I now have my door issues resolved. I would give them a three, but went with four stars because the company did keep coming out until all issues were resolved. A big thank you to Jennifer (someone who works in the office) who instructed me on how to make the door open with a small adjustment with a screwdriver. Thank you to Ben who got an earful more than once, but kept techs coming out till the job was done. I am still disappointed it took sooooo long to have all the issues resolved. read more

Had a small issue with a door handle on the back gate installed by FI. I called their customer service to order a new handle ... should have known their customer service ethic was too high for me to just order a new handle. Nina asked that I send photos of the issue and within two days I had two of their crackerjack technicians out. They explained that one of the posts had settled and needed to be righted ... they did that, replace the damaged handle, and were on their way. So kudos to Nina for helping me out. Just have to say that I had a significant amount of work done inside the house and outside by FI. I have always found their technicians and sales people to be the utmost professionals. The quality of their work is outstanding: indoor stair rails, outside stair rails, outside gates, and an outside spiral staircase! read more

The best. Solid, functional and extremely beautiful security doors installed perfectly. read more

Well, a trend appears to be forming. Quality of doors themselves are top notch. But that's it. We were warned of their customer service beforehand and still decided to move forward (I know, our mistake). I even brought it up with our sales rep and he said they have made some positive changes and things were going great. So we did it. Please, coming from someone that just paid them just under $10K for a gate, a door and two rails, go somewhere else. Learn from our mistake. Their business model will most certainly not hold up over time, not at this pace. Our primary cause for frustration and lack of faith in them resides with the aftermath of installation. You would think for a company that prides themselves in quality iron work, the same would be true throughout the entire process. The carnage they left behind at my house is not worth the doors. I will now have to pay someone to come and "fix" all the damage they caused upon installation because they don't cover it. Yes, it states it in the fine print that they don't cover any reasonable damage to your stucco, paint or home during installation. "reasonable"? Who decides that arbitrary definition? Well not you as a consumer I can tell you that much. People want so desperately to just have an amazing experience from start to finish, but it's becoming harder and harder to find companies with those values and operating beliefs. If you've read this far, that means your are interested in iron gates/doors. Keep searching, take heed to those of us that are telling you what "reality" is like with this company. Yes, they may get 1/4 right, do you want to risk your money to be one of the lucky ones? I wish I hadn't. I do have an open case with customer service, they are hiding behind the contract stating they don't cover these things. Even said they shouldn't have tried to repair anything. But they did, and they did it wrong. And now not only do I have to pay someone to fix their work, but to undo the crap they did and redo it the right way. The attempted to mount the gate in the wrong place and it wouldn't open properly so they had to move it, causing more damage that they don't cover or repair. Makes sense, right? I hope in the long run they step up and do the right thing, based on all the reviews I e read here and other places it doesn't sound like they will. But if they do, I will update accordingly. Stay tuned! ****UPDATE**** 7/20/17 Have been working with Phil and the service manager and have been incredibly impressed with their attention to service and making things right. While we're not done yet, I'm incredibly confident they will see this out and do the right thing. It appears that these are "growing pains" for the company. There is no doubt of the quality of the doors, they are incredible! read more

See all

This is the third time I've used First Impression Ironworks. Good price. Great customer service. Excellent product and installation. I got three quotes. They beat one and was comparable to the other. I would recommend them to anyone. read more

****UPDATE to my UPDATE**** After weeks and weeks of no response and then back and forth, my security screen door was finally repaired and installed correctly. I dealt with Ben, who was extremely friendly and professional during the entire time that I interacted with him. As I said from the beginning, the look of the door was great. The problem was that the hardward/screws for the door were all wrong and the colors did not match. It took way too long to get it corrected, but once it was the final outcome is the look that I paid for and expected. I give the company 3.5 out of 5 stars on my final review. The loss of stars is based on the horrible experience of trying to get in touch with customer service. It took multiple phone calls and a trip back to the sales location just to get anyone's attention. Once I had Ben's attention, he made me feel like my business mattered. My hope is that the company learned from this and stops outsourcing their customer service calls to a third party or actually better trains staff who take calls to be more pro-active and responsive. If anyone wants to use this company in the future, you will get a high quality and impressive looking security door, but just make sure you get a customer service number that connects to someone like Ben when you place your order in case an issue does come up. I believe that Ben really wants to make things right and keep his customers happy. read more

Thank you for your follow up. I did forward you my name and information. There is no need to follow up with a quote or different designer. We have decided to move forward with a different company. Thanks! read more

I just purchased my fifth security door from this company. (yes I am in my third home in the East Valley). If you are looking for security door for your home this is the company to buy it from. First Impressions is a great local company and they know how to work with HOA guidelines. They do top-notch work and you'll be happy with the door that you choose from them. My salesman Micheal is very friendly and knowledgeable. Check them out and get your free estimate. read more

First Impression Ironworks - Front door - Fences & Gates Near Me - Gilbert, Arizona

Please see my email below to First Impression Ironworks, to add Melissa P who works at the front desk of customer service refuses to provide any of managements contact information to deal with these issues. As I hav been trying to get issues resolved on two doors, one which is improperly set up and not in any studs and the back double door with limited powder coating and causing rust throughout. Melissa, First and foremost, the individual who came out today was excellent assistance, and I thank him very much for his time and effort. Second, after discussing our rear security door with another technician and he observed the litany of damages to the door, I would like to set up a time for Shannon and another member of management to come to our residence and explain to use the nonsense reasoning that was described for the vast amount of damage to the door and see it first hand. I came across your company through multiple veterans websites as being pro-veteran for customers and employing; when I come across information like that, I want to make sure that I support those companies. But when I am told that I did not care for the door by drying it off or the fact it was my fault that I was deployed for multiple years in high threat countries for the war on terror and did not look after a door which is covered by overhead and only receives afternoon sunshine that is erroneous. I will be contacting multiple outlets through social media and veteran's business support agencies and inform them of the ill-treatment and lack of responsibility, if we are unable to fix this 100%. When a company website guarantees a product for life and both the front and the back door have been riddled with errors. If that works for everyone's schedule, I would like to set up an appointment with you at the end of the coming week for October 8, 2021. read more

2 years strong and still love my door. With the amazing weather it is so nice to have the glass open and to enjoy my beautiful front door!!!! Such a great company and beautiful product!!!! I'm ready for my next purchase from this amazing company. They were so helpful. Thank you! read more

I already had purchased a front door from First Impressions ..i needed a front gate and some back pool fencing. They sent Derrick... who was Rude..Arrogant..couldnt be bothered..shot down every idea i had..this person has no business going on service calls. I had no such problem with other iron companies. I have a lot of Iron at my house as well. Didn't even want to consider anybody else from FI coming out after this. Re home this Person to diff. Duties. awful read more

After spending over 2000.00 for a custom security door one would think that perhaps someone anyone from this company would call to see if everything was good and their was no problems but not a peep nothing nada so save your $$$$ and move on read more

I ordered a gate for our courtyard. It was beautiful. I ordered a front door to match the gate. The gate is a black rustic finish. When they delivered the door it was a shiny brown. I heard a lot of lame excuses and then they finally fessed up and said they had changed suppliers and the new colors weren't the same. The salesman never said the door would not match the gate. So after paying over $6,000 for a door that's the wrong color they wanted to charge me even more $$$ to change the gate from black to brown. They simply do not listen to their customers. Do not give them any money or sign a contract until they give you a sample of the actual iron you will be getting. The salesmen are using old samples so you could end up with something completely different than what you ordered. read more

UPDATE!!!! I responded to the request to provide information so First Impression Ironworks could have their customer service reps reach out to try and resolve the situation. I replied with it and they have not tried to reach out. I gave them all the info they requested and nothing. The responses they give are just an act to try and get people to believe they work to resolve issues, they do not. Keep away from First Impression Ironworks at all costs. You will over pay for inferior products and poor service. read more

So far not impressed. Adam our sales rep was very knowledgeable and friendly. We started off on a high note and after paying for our door 100% upfront we were extremely excited. We signed the contract on 5/4/17 and were told it would be three or four days to receive our CAD drawings to approve. We received them on 5/12/17 and approved them right away. We were told they would call to schedule the install in 2 - 3 weeks. On 5/31/17 we still hadn't heard back so we emailed the Builder Services department and they said they could schedule the install on 6/14/17. It makes me wonder how long this would have taken if we hadn't contacted them. The install date was further out than we wanted for a pre-manufactured door but they told us 4 - 5 weeks total and this was only slightly longer so no big deal. The day before the install we still had no communication and were getting nervous since most companies want to make sure the homeowner remembers their install date and that someone is going to be there. Also confirming the time window is nice. I get a reminder call the day before from my Barber. It seems like doing the same for a $3,000 front door would make sense. My husband reached out to Adam who was out of the office but gave him a number to call. He called and left a voicemail in the morning. No one responded. So I called the store who directed me to their install coordinator. She told me I was on the schedule for the next day and that the tech would be there around 9am. She also told me that they don't confirm with clients in advance. Before calling I had also sent an email to Builder Services again and Jamie informed me that the tech would be here between 10am and 12pm. Experience has taught me that when YOU have to do all of the digging to get info from a contractor, it's not going to happen. But they assured us everything was set and the tech would call us when they were on the way. Since of course we had already taken time off work to be home and also setup another contractor to maximize our day off we kept the appointment. As predicted, the tech called in the morning about 8:30am to let us know that the glass was damaged and they could install the door with a wood barrier (it's going to be record high temps in the next few days) or reschedule the install when the glass arrives in the next week. Which of course we will probably have to follow up on ourselves since communication is seriously lacking at this company (with the exception of Adam the sales rep). ----------------- We might bump up the rating depending on how the experience goes from here but our experience so far tells me not to get my hopes up. So if the glass takes another week to arrive and then we have to get BACK on their installation schedule our 4 - 5 week timeline is now at 6 - 8 weeks. And this isn't even a fully custom door. Had there been a proper QC process in place they might have noticed the defect in the glass BEFORE our install date and avoided a lot of heartache. But since we got not call before and other reviews stating the same thing, I don't think that the glass had a defect, I don't think the glass was ready and they are telling lies at the last minute to cover their tracks. UPDATE --------------------- Just got a call from the owner Tim. He was excellent on the phone and actually took the time to listen to the issues, took ownership and told me what he was going to do to fix it. It's amazing what just a little contact with a human being instead of voicemail will do. We are back on track and feeling much better about things moving forward. I feel confident that Tim will be there to fall back on if any other issues arise. At the end of the day I just want a company who is willing to stand behind their product and not run away from issues. Thanks Tim. read more

The door its self is great, the communication/customer service sucks. Day of install was suppose to be after noon and tech was suppose to call with a time. He showed up a 10AM which lucky for him wife came home early from work so he could the install. After install we noticed a gap between door and door jam. Set up appointment for saturday morning to fix and once again no call from tech in the morning and its now 3pm. Will he show??? read more

Had First Impression Ironworks install a security door on our front door. Was handled in a timely manner, well built, excellent customer service at every step, including cc from Matt and the team. read more

We went with this company because many people were using this company in our neighborhood and said they had a great experience. First Impression is all you get the first time around. Came back for two more doors and screens and it's has been very painful. Doors were installed without the screens. Installer left a mess and didn't clean up after install. Screens were damaged, scrapped. Looks like they picked them off of a foreclosure home. Their customer service is below par. The doors were installed on the 15th along with the screens and have yet to get a phone call. I, the customer have had to do all the calls. John Garrison is the supposedly VP of production. I get no resolution. They give me a headache. Told them their quality was horrible and they need to replace or take these screens back. Their customer service "manager" Jamie is rude and never just listens. Bottom line, customer service is key and they blew it. Just hope the door doesn't fall apart. Maybe by Christmas I will get the right screens and ones made with love. read more

See all

Ordered a door in November to install the end of January. Installed damaged and not taken down at installation. Quote the installer someone will come out and fix it and he left. MANY calls to customer service yielded no satisfaction. Finally they were suppose to remove the door on Feb 15th and reinstall it after repair. Never removed. I returned March 1st and the door scratch still present. Finally taken to shop on March 1st with a reinstall date of March 15th.Not ready Now a reinstall on March 20th. Did not prioritize this repair. Paid in full by check with no recourse. Frame if removed will show stucco damage. Family owned. What a laugh with no customer service I can't recommend. Just reinstall my door with or without the scratch I don't care anymore Just buyer beware if you use them read more

I have been beyond impressed with this organization since the first time I reached out for a quote. The quote process was amazing. No pressure at all from Michael Cordes. He came over and showed us all our options and left with a no pressure feeling. He emailed me that day to follow up on everything we talked about including what would be needed for my HOA. I submitted everything to the HOA which instantly got approved because it had everything needed thanks to Michael. Today was our install. Even more impressed. Our installer Richard Kenyon was on time. Went over everything with me. Did an amazing job! It looks like this door was built with our house- it looks amazing. I highly recommend this company to anyone looking for a security door! read more

Wow! We love our new Front security door. I can't speak to any other reviews here, but can tell you in our case we got a high quality door from a first rate company. Brett was our sales consultant, he came to our home, showed us options and samples, never applied any pressure, was super cordial and helpful. We called him the next day, he sent the paperwork and we placed an order. 3 weeks later and we have our beautiful front door installed, just in time for the cool weather coming our way. Matt installed the door. This young man is top notch! Very professional and meticulous with the install. I'm very picky and a pretty good handyman so it's always hard to watch someone else working on our house. But believe me when I tell you Matt was awesome! He answered all the questions I had, gave me some good tips and super cleaned up the area when he was finished. I can't tell you how many times I've gone around after a service call and cleaned up after the tech leaves. Not with Matt. Super impressed. I've read some other reviews and see were some have been less then happy with the customer service. I can only speak for myself and other then a small communication glitch, when trying to verify install date the whole process went very smoothly. I understand they've recently changed their phone operations and can only surmise they are working out some bugs? At any rate, this company is top notch above board, and we couldn't be happier with the service and the end product. We love our new door! read more

We are experiencing the same kind of in-Customer Service. Unfortunately, our Sales Rep, Greg, has NEVER been responsive. Only if, and only IF, I get a hold of his manager. Our initial measurements were made, NO CAD drawing follow-up was never set up?? After countless voice mail messages, our ?Rep? Greg?? Returned our call and commented how I had "called in!". He re-measured again and we secured our process with 100% payment in FULL ($6400.00). So we could get that 2-3% discount. The install was supposed to be 8/1/2017. They arrived with the gate being off by 2inches... Some engineering, eh?? I happen to be an Area Manager for a Biotech company and could not let 1 of my Cancer Patients encounter 1/10th of a nightmare we have been through?? After 2 weeks of trying to get a hold of someone?? We happened onto a "Michelle" that was going to research this?? Finally a return call, our gate was in the warehouse just sitting there because no one knows what to do with it?? Could SOMEONE please call us?? Unhappy in Paradise Valley..... Waiting to have our Housewarming Party?? Barbie and Ken Hatzenbiler 602-469-3792 read more

Just moved back to Gilbert, and got a referral to First Impression from my parents, who were a past customer. We went in, really liked their products, worked with our salesperson to get a timeline scheduled for our brand-new house which was completed at the end of September. We ordered near the end of August which was supposed to give us enough time to have our door installed during the first week of October. Everything seemed like it was going fine, the door looked beautiful when the installers came and in fact they were an hour ahead of their scheduled time of 11am. That was Tuesday Five hours later, and seven holes in my brand new door frame later, they had to abort. The door simply wouldn't close. The installation team was excellent, walked me through the whole process and in fact they did more than I would have thought possible at the time. Very cool. Now, they had an installation manager or engineer / some kind of tech come out and work with them on the whole "the door isn't closing' issue. Also pretty cool. But the bowing on the frame was such that it was too close to the adjoining part of the frame (near to the top) to be able to bend the frame out, so the installers had to take it back to the shop. No problem. Call my salesman around 4:30, he files a support ticket for me. Get an introductory call at about 9:30am Wednesday, asking me to send pictures of my chiseled-through door frame (at the time of this writing, Friday 1pm, I have owned my house still for less than a week). I do so. Thursday, I call to ask for a status update, and she basically tells me that she's still trying to get feedback from the installation department. Friday at about noon I call my CS rep and leave a pretty upset message at this point. At this time there have been no calls to tell me what's next, no updates, no offers of a discount, no communication. She calls me back about a half-hour later to tell me "Your door was submitted for rework at 4:52 last night, after I had left and he didn't tell me. This is our busy time of year so it's going to take a while for production, probably 2-3 weeks." "Well what are you going to do to make this right?" "We're going to put your door in." "Two or three, well even if it's done in two weeks now it'll be three weeks late -- three weeks late?" "Well I'm sorry sir, but I can't really do anything about that." "Who's your immediate supervisor? Who can I talk to?" "Well I'm just a Customer Service Manager, I have a lot of immediate supervisors but they're all at lunch." (This must be the most bizarre organizational tree ever). Where is the apology? Where is the "We're going to expedite this so we get it to you as quickly as possible"? Where is the offer of a discount? Where is the offer to FIX MY DOOR IN THE MEANTIME? What is the deal you guys? Why is this so difficult? read more

I absolutely love my screen door. I ordered the Jazz design and it looks so good!!!! Sales rep was so helpful in helping with color and style. The guy that came to install was very professional and knew exactly what he was doing. Installation of the security door was done nicely. I would definitely recommend anyone to First Impression. read more

We moved into a new home that had an old wooden gate that looked horrible. We had the exterior of the home repainted, but the gate stood out as atrocious. We contacted First Impressions along with others and they gave us the best quote. The gate is beautiful and the workmanship is great. The workers were personable and professional and the finished product adds beauty to the home. I would highly recomment First Impression Ironworks. read more

first door didn't fit, second door installer damaged door and house, and didn't think it was a big deal. when confronted, got attitude and said was his work against mine, even though i had pictures. third door was damaged before even coming off the trailer. had to fight to get company to look at fixing the damage caused by their installer. now they said will fix damage but refund door. or can have door and they will attempt to hide the damage as they now say that most installs damage homes since they are custom door. stay far far way from these people. read more

See all

Ordered sunscreens a few years back, they are still perfect..today I had salesperson George Thomas give me a quote on patio doors.. He was knowledgable, careful wearing masks, and professional. I ordered two new sunscreens for my patio doors.. I highly recommend this company. read more

I hadn't intended to get a security door when I called First Impression (thinking I wanted an entry door), but when I saw how beautiful they were and reasonably priced, I placed my order and was pleasantly surprised about how quick the process was and how gorgeous my new door is. read more

I'm extremely happy with my entire experience in purchasing and the installation of my new security door. The sales, customer service, installation & inspection staff were all extremely friendly and helpful! I would HIGHLY recommend this company if you want a quality security door! read more

When my husband and I were building our home we wanted a front door that would make a statement; and First Impressions gave us that opportunity. It was style and beauty that first drew us to their doors at a Home Show; but it's the quality and durability of their door that we also love. From beginning to end the process was easy. The Customer Service and follow-up was just another reason that we went back to First Impressions to order another door for our second home; and they didn't disappoint. I would recommend this company to everyone I know. They are wonderful! read more

When we walked into the showroom, we had no idea what we were expecting...first of all, we had a budget of what we wanted to spend, but after looking at the doors and speaking to the gentleman at the store, we picked the security door we wanted. Obviously, we went way over our budget, but the truth is, we got a very premium security door. It was well made, heavy duty and was installed within a couple of weeks and it added so much to the look of our exterior. read more

We are the proud and very happy owners of 2 products from First Impressions, a side yard gate and a beautiful security door. We Love, Love, Love our new doors! Both products exceeded our expectations for design, installation and the finished product. The security door has the effect of making our entry more elegant but also enhances the room from the inside! I am very happy with First Impressions from the first initial design meeting with Shawn to the communication for appointments and the courtesy and efficiency of the installer, Eddy and inspector, Kyle. We highly recommend First Impressions! read more

After identifying some initial concerns we had with the install of our door - First Impression Security Doors worked with us and did a fine job correcting the concerns we had. The end product is fantastic and we are thrilled with our new iron entry security door! read more

My security screen door needed some adjustments/corrections after being installed. The customer service team worked with me until all items were corrected. I'm now happy with the beautiful screen door. In addition to allowing airflow to pass through the front door, it provides an extra level of security and adds to the beauty of the entry way. read more

My husband and I are more than happy with the quality of our gate and the service we have received from First Impressions. Our sales rep was Derek and he's always been prompt in his correspondence with us. He gave great guidance on the design and install of all our gates. He was very knowledgeable and patient. We have a front gate, a side gate and back door gate from First Impressions. They look so elegant and also offer added security. We couldn't be happier with our purchase. We also get tons of compliments from our neighbors. It gives our home great curb appeal and provides an extra sense of safety for me and my family. read more

This is my second and FINAL review of First BAD Impression. We purchased the same door that is in their showroom. That's is where it stopped. The door in the showroom is a quality controlled door...we got the door that had LOW quality. We made the 50 percent deposit. The door arrived and was installed . The installers are great...and the repairs that followed were done by good technicians. However, they could only fix...non manufacturing problems...crooked door handle...adjusted the door that was lacking a good fit. Over a six month period, three techs came and did their best. Now, for the punchline...my husband was out of town during the installation, so, he thought he paid the balance but had not. The ONLY reason we continued to get phone calls from First Impression was...we owed the balance. I told them as soon as the door was to our satisfaction, we would make the final payment. I was told if I did not pay the balance...further action would have to be taken.... We have NEVER had anyone say this to us. We have had a hundred thousand dollars of maintenance done at our home. My biggest problem is...we were told by no less than 5 customer service advisors that they were aware of the problem of QUALITY CONTROL. DO NOT purchase a door from their company unless you are looking for a poor quality yet high priced door. read more

We recently installed a heavy duty security door on our home in Chandler as well as a new side gate and we LOVE this company! Stan Longfellow was especially helpful in choosing the door we wanted and was able to accommodate our request to have the door and gate ordered and installed immediately. We were very happy with the Security Door installer Chris Perez and Gate installer Jacob Holloway as they were both perfectionists in all things and we appreciated their fine expertise. We HIGHLY recommend First Impression Security Doors for your home. Larry and Gale Sirrine read more

See all

We used First Impression for our indoor stair railing and could not be more satisfied, with the exception of the salesman we were given. The salesman SEEMED very knowledgeable when he came out for the initial measure, but lacked communication skills and following up with us about our quote. He did not know all that was needed or required to accomplish the project (temporary railing, two days for measurements, and many standards and codes the new rail would need to follow), so better training of the sales team would be to the company's benefit. Despite all the confusion at the start of the project, the installers and builders made up for it and the quality of work deserves five stars. Chris and his install team were professional, worked quickly, and went over mistakes that the salesman made and adjusted them so that our railing came out perfect. The final install was done in one day and the guys made sure it fit exactly right. Our new rail completely changed the entire look of our living space. You can trust them to make you happy! read more

See all

I will not use First Impression again, we purchased a gate door and a front screen door from them. The workmanship appeared good when new, but they had the wrong type of lock that I needed, asked them to change it and they want extra money for it. We paid for it and they wanted the old lock back, I told the guy we paid extra for the new lock and he can't have it. Rust at bottom started to show after 3 years, I know powder coating is not rust free but they should not rust this quick. They were also the most expensive vendor out there when we were shopping around. read more

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. read more