BBB Accredited Business since
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This company offers chimney cleaning and repair, chimney building, fireplace repairs and new gas or wood fireplace/inserts.
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A BBB Accredited Business since
BBB has determined that Hansen & Sons Chimney & Fireplace Co. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Hansen & Sons Chimney & Fireplace Co. include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 1 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||5|
These agencies may include:
Type of Entity
Business ManagementMr. William Hussel, Owner
Chimney Builders & Repair Home Improvements Mason Contractors Fireplaces Chimney Cleaning Chimney Cleaning Equipment & Supplies Contractors - Retaining Wall Masonry Contractors (NAICS: 238140)
Products & Services
Hansen & Sons Chimney & Fireplace Co. sells the following brand(s): Regency
Hours of Operation
|M||:||8:00 AM - 4:00 PM|
|T||:||8:00 AM - 4:00 PM|
|W||:||8:00 AM - 4:00 PM|
|Th||:||8:00 AM - 4:00 PM|
|F||:||8:00 AM - 4:00 PM|
|S||:||9:00 AM - 3:00 PM|
Refund and Exchange PolicyThis company has a "You Cant' Make a Mistake" Policy:
- No Mess Guarantee
- 100% money back guarantee
- Lifetime Warranty - most items
- Guarantee low price policy
Service AreaAll of Dane County
Alternate Business NamesHansen & Sons MW Industries of Wisconsin, Inc.
Industry TipsContractor Certification (Dwelling) Home Improvements
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Additional Email Addresses
- - Customer Service
- - Communication/Mass Email
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating Overview
BBB Customer Reviews Star Rating represents the customers opinions of the business. The Customer Review Star Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score. Below is the Customer Review Star Rating scale.
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB Customer Review Star Ratings are not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Star Rating in addition to all other available information about the business.
Problems with Product/Service
Read Complaint Details
Complaint: In December we contacted ****** & Sons about installing a new fire place to replace the existing one. **** ****** came to the house did an assessment, and on his recommendation we agreed to a Regency EX90 wood burnign fireplace to replace our old one. **** told us the fireplace could be used to supplement the heating upstairs ( the fireplace is in the family room in the basement) and reduce the use of our furnace. I asked if the fireplace would be hooked up to the hot air ducts fir the house; **** said they would only need to install two cold vents into the cold air ducts and the hot air would go thru them to bring the heat upstairs ( this didn't sound right to me but **** insisted it would work). The work was done Jan. 20. Upon completion we couldn't get any haet upstairs and notified **** ****** about it. Feb. 7 ********** came out to the house to look at the installation, and said it would be solved by enlarging the cold air duct recently cut into the ceiling and adding three more. **** had **** ( one of the employees who had installed the new fireplace and cold air return in the basement) come out February 18 to enlarge the existig cold air return and add three more (all wewre 4" x 10"); **** then told us he had measured wrong abnd only three of the ducts ere hooked up to the old air return and the fiourth was a dummy. I called **** ****** Tue. Feb 19 to let him know the installation of the three ducst and about the dummy, and we still had no heat going upstairs. **** said he would see about having the fireplace ducted to the hot air ducts from the furnace but he ahd to discuss it with **** ****** before it could be done. Feb 27, **** ****** called and said he would have the fireplace ducted to the hot air ducts in the house; later he called and said he changed his mind and would duct the fireplace to the cold air ducts. He came to the house March 1 and siad the furnace didn't have enough suction to draw the heat from the family room into the cold air ducts, so something had to be wrong with the furnace; I told I had talked with ******** who installed the furnace, and they said because it was high efficiency, the fan operatesd at a slower speed. (I asked **** if he or **** had checked the type of furnace before deceidng on how to do the installation, and he sadi even if he had checked it, he didn't see that kind before so it wouldn't have meant anything to him --I assumed checking the customer's type of furnace and heating system was a part of the process determining the installation). I asked again about ducting the fireplace to the hot air ducts but **** insisted on hooking them to the cold air ducts (other fireplace installers told me they duct the fireplace to the hot air ducts). Mar. ( ***** and **** from ******'s came and ducted the fireplace to cold air ducts as they were told. Some heat from the fireplace does go to the ciold air ducts and into the furnace; however, by the time the hot air from the fireplace gets into the furnace it has cooled off. In addition, this also requires that I have the blower on the furnace at full speed, even if the furnace itself is not on thereby causing me to have to run the furnace MORE instead of LESS as I was told at the time of signing the contract. My wife and I told we felt like he was using our house to experiment with and we didn't appreciate it; He told me he had done the same thing for a customer in Milwaukee area and it worked well- was this the only other installation of this kind he had done with the cold air ducts. I feel although I amde it clear to **** ****** that I wanted the fireplace ducted to the hot air ducts, it was his priority to duct it to the ciold air ducts for his own purposes. I now have a fireplace that I have to use the furnace blower at full speed constantly to try and move some heat from the fireplace through the rest of the house, contrary to what I was told initially, and have three unnecessary cold air ducts in the family which are blocked off in addition to another dummy return. We also had to have a wall removed ( enclosing the fireplace) which we finished; the wall will be repalced with dry wall but we will again have to finish the drywall to be consistent with the rest of the fireplace enclosure. I do have pics of the finished work the first time, the side wall being removed for the duct hook up to the cold air return, the new duct hook up, and of the four ducts in the family ceiling.
Desired Settlement: I would like to have a significant adjustment to the bill for all the inconveniences we've gone through over since westarted this in January and feel **** ****** shoud be reprimanded for basically guessing at how he did our installation. I assumed suince he had been doing this for fifty years he would have checked the kind of heating system we had and plan the installation form there; instead he deceide on an install and after it didn't work right, hye finally called the furnace manfacturer who convinced him the furnace was operating correctly and he ahd made incorrect assumptions about how to install the system. I am tired of dealing with this the last two months and want it to end I am still waiting to hear when he will send the people out to finish enclosing the fire place.
On Fri, Mar 15, 2013 at 10:22 AM, *** **** *********************** wrote:
BBB's Final Determination: Consumer accepted resolution offered by the business.