Important information
- Customer Complaint:The complaints shown in this report reflect all complaints processed with the HQ location.
Complaints
This profile includes complaints for 1-800-HANSONS's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 262 total complaints in the last 3 years.
- 76 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/17/2025
Type: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.
I had roof, windows and gutters installed by this company and everything about it has been false information and very poor craftsmanship. My roof still leaks and my gutters are causing my basement to flood which was never an issue until the new gutters were installed. I have made complaints with the company and they sent people out to try and fix the issue with no luck at resolving the problems. At this point I would like to just be compensated for the poor craftsmanship and detail to the work they have done to my home. I am going to have to have a new gutter company come install the gutters correctly and possibly have a new roofing company come try and fix a brand new leaking roof.
Business Response
Date: 09/30/2025
WE ARE SORRY FOR ISSUES THAT WHERE UNDER WANNTY PROVISIONS.CONTRACT OF 2021.
Service was completed and unfortunately the maintenance of gutters /cleaning debris is not under the warranty.
***** be advised any work performed by any other than a Hansons authorized personal will void the warranty.
ANY FURTHER REQUESTS FOR SERVCIE NECESSARY, PLEASE REFER TO ************************************************************* request.
Initial Complaint
Date:09/16/2025
Type: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.
Contacted Hansons on Saturday May 31 2025 at 1009 regarding our gutters and 1 x 6 boards that hold our gutters up. The 1 x6 boards are rotted, cracked and the metal sheeting that protects the wood fell off. Called June 2, 2025 someone stated they would call us back. Spoke with Princess ****** on July 1 at 1556 and stated that someone will call us back. Never received a phone call back. She also emailed our contract for when we purchased our gutters and 1x 6 wood through them July of 2017. It states on the paperwork 175 ft gutters and 175 ft of 1 x 6 feet wood replacement. Also, states on the contract lifetime guarantee materials and labor. Spoke with Princess ****** again on July 22, 2025 at 1603. States that she does not see the 1x 6 wood replacement. She also stated someone will contact us. We have now called Monday August 25 at 1442 and hansons stated someone from the scheduling **** will on contact us and that our materials were ordered. Still have no received a call. Sept 12 at 1508 and sept. 16 at 1343 we have also attempted phone calls and have gotten nowhere. Each person we have spoken with states that they do not see the replacement 1x6 wood as part of the contract but the contract states materials and labor lifetime guarantee.Business Response
Date: 09/25/2025
1800Hansons takes customer complaints very seriously, we are sorry for the delay in warranty service and the communication issue.
We are happy to see the service is scheduled was confirmed with you.
We look forward to a satisfactory conclusion.
Customer Answer
Date: 09/25/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.
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:09/16/2025
Type: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.
My complaint starts from the beginning with *** my salesperson who forgot a window in the original quote. Secondly my upstairs window has been measured 5 times and 2 windows ordered both being the wrong size. I am beyond upset with your company and would like my order to be half price or more at this time. My financing also is expected to expire 9/16/25 today and yet again I'm being screwed over due to the lack of care your company does. I am not going to recommend your company to anyone after everything I have gone through. This is truthfully the worst experience I have ever dealt with and I still don't have the correct window. What is going to be done with this situation?Business Response
Date: 09/22/2025
We're sorry for the issues fortunately our vice president custom relations ****** glacier has started a process to resolve and you are financing has been extended which you are aware We look forward to a satisfactory conclusion and again we are sorry for the delays.Customer Answer
Date: 09/22/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.
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:09/03/2025
Type: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.
On August 26, 2025 I called Hansons and talked with a service representative about needing a window repaired that wont stay open and the screen door of my sliding glass door needing a new latch. The representative told me that she would input my file as a security issue in hopes it would get fixed sooner. She also told me that she did not have access to the schedule in my area(**********, ****) so someone in scheduling would call me back. So I waited until September 3, 2025 and followed up since I didnt get a call from their scheduling department. On this call I was told there was no record of the call I made the week before and that the service representative must have not had time to upload my file. I was then transferred back to service where I spoke to *****. I told ***** the same thing as I told their representative a week before but added a window that is difficult to open in our living room. ***** proceeded to inform me that since its been over a year that they need to send a service technician out to CONFIRM what I described is true at a cost of $99. Note that this wasnt mentioned the week beforebut I guess it wasnt even inputted! I declined as I was never made aware of $99 service fee when purchasing the windows. I also said that I wouldnt be using their Company to replace the windows on the East side of my home since Hansons is no longer consistent or reputable to me due to this interaction. All of this is on a recorded line. ShadyBusiness Response
Date: 09/28/2025
1-800 Hansons takes customer issues very seriously particularly warranty issues.
A priority message has been sent to the service department and management on your behalf.
Regarding . The $99 fee The inspection requires if other parts may be needed this is something that may be unknown to you it is also located on our website.. We look forward to a satisfactory conclusion thank you.
Customer Answer
Date: 10/03/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.
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:08/29/2025
Type: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.
I had a screen serviced here and they gave me the hours to pick up which was Monday - Friday 8 am to 4:30 pm. I come here on Friday 8/29 at 4 pm as I have limited time to get off of work to pick up and no one is here. The company does not adhere to their own hours of operation.Business Response
Date: 08/30/2025
So sorry!
You . You're welcome to call first to make sure that the holiday hours did not interfere with normal processing of our normal business day Please be assured by calling first to make sure your screen is Available, are happy the FREE warranty service was available to you!!!
Initial Complaint
Date:08/27/2025
Type: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.
Ordered new windows and they installed the wrong one even though I told them it was wrong and they said they would come back and put the right one in, now they refuse to put the right window in. The other window has poor craftsmanship, and they refuse to fix the problem with either.Business Response
Date: 08/28/2025
Hansons take customer concerns seriously, this issue that is claimed was inspected by our Branch Manager, who was asked to leave} and all contractual specifications were met.Any future service request are covered under the warranty agreement. See Hansons .com
We are sorry that your expectations were not what we had hoped.
Thank you
Initial Complaint
Date:08/23/2025
Type: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.
I hired 1-800 Hansons for a new roof and 3 new windows back on 1/29/22. The windows were set to be installed 5/13/22, but we're pushed back numerous times (delays on Hansons) and the first attempt to install was 10/24/2022. The subcontractor they sent out (Rosewall Windows) did a terrible job which required several attempts thereafter to remedy. After a handful a service requests to shim and adjust the windows to where I could operate them and a demand letter from my attorney they finally completed the initial window installation a year later! Fast forward to the spring of 2025. 2 of the 3 windows are back the not working correctly and the south wall window won't even open. I called Hansons 3 times and finally got **** from their ****** office to come inspect the windows. He confirmed the company they "used to use" was Rosewall Windows and they did a terrible installation here and he would have all 3 windows.l removes and new windows installed. That was on 4/1/25. I have since called a dozen times, escalated the matter 5 times, even had the *** conference **** in after I started getting conflicting status updates. **** had told me the windows were getting replaced entirely. The service **** would later tell me the windows were still being made and then a month later they say they don't even see an order for new windows. It's a runaround every time I seek answers and for $20,000 I expected a h*** of a lot more quality and communication! The only time Hansons jumps up to complete a task after they already have been paid is when they are forced to by an attorney demand in fear they will be sued for services.not rendered or a class action suit which they have many against them. I paid 4 times the normal cost for 3 windows under the sales pitch that they would provide an amazing product and service! Unfortunately this was a scam job by the local office to charge a premium then hire thr cheapest contractor possible then ghost their clients after!Business Response
Date: 08/26/2025
THANK YOU FOR TAKING THE TIME TO SHARE YOUR Experience sincerely apologize that your expectations have not been met.
A priority message has been sent to senior management, and you will be contacted soon.
We look forward to a satisfactory conclusion to the warranty service.
Initial Complaint
Date:08/22/2025
Type: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.
I called Hansons because I needed a new slider door installed. The salesman came out and we discussed what door I wanted and I told the salesman there was damage and rot around the door that needed to be fixed and he explained to me they have a team to fix it and it would be addressed. I gave a deposit of $2,250.00 to get things started. They completed the door and set up an appointment to install it. They arrived and informed me they would not be able to install it. They would have to get another team out there to do it. Another team came about two weeks later and they said they could not install it because of the damage and they would have to send another team out to install it. About two weeks later another team came out and they said they couldnt install it and they contacted Hansons and told them they couldnt install the doo. The last team that came out said they were not qualified to install the door as the other teams also said they were not qualified to fix the damage either. So I called Hansons 8-22-25 to get a refund and they said they could not install the door. They didnt have anyone qualified to install the door I would like a full refund. They didnt install the door so I would like a full refundBusiness Response
Date: 09/05/2025
Thank you for alerting us bto the issue
We are sorry the previous structure issue prevented the installation of then DW
We made more than one attempt.
The refunds were processed, and we are sorry they were delayed.
Initial Complaint
Date:08/21/2025
Type: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.
I contracted with 1-800-HANSONS for repair work at my property, and my experience has been extremely disappointing. The work was not completed professionally, several contracted tasks were never finished, and the quality of the work that was performed was substandard. I raised these concerns with Hansons through their representatives, including ****** ****** and ***** ******. A second crew was sent to address the problems, but not only were the original issues left unresolved, additional problems were created.Despite repeated attempts to communicate, Hansons has not provided a fair or complete resolution. My last written communication to Hansons (including ***** **** and ***** ******) made it clear that the work was unfinished, that I disputed the charges, and that my understanding with their representatives was that all additional charges would be waived. Hansons never followed up with documentation to the contrary.Instead of resolving the matter, Hansons began sending aggressive final demand letters threatening liens and legal action for over $10,000 in charges on work that remains incomplete and defective. They are now pursuing collections and court action against me despite never completing the job as agreed.This experience has been stressful, time-consuming, and costly. I would strongly caution anyone considering Hansons to carefully review their contract and to be prepared for significant challenges in getting promised work completed. Based on my experience, Hansons has not honored their commitments, has failed to provide professional workmanship, and has resorted to aggressive collection tactics instead of resolving legitimate customer concerns.Business Response
Date: 09/22/2025
I'm sorry that there is a conflict but substantial completion as per the contract has been done and payment was due this is in litigation for non Payment. I'll public comments in regards to this are considered evidence and will be forwarded for review to our attorneys.
Customer Answer
Date: 09/22/2025
[A default letter is provided here which indicates your rejection of the business's response.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
I respectfully disagree with Hansons characterization of this situation.
The work performed at my property was not substantially complete, nor was it performed to professional standards. Multiple contracted items were left unfinished or improperly installed. The first crew entered the property on the wrong day without notice, causing distress to my tenants, and then the rescheduled crew were observed smoking marijuana on my property. A 3rd crew was later dispatched, but the workmanship remained defective and new issues were created.
I raised these concerns directly with Hansons representatives and my understanding from conversations with Hansons personnel was that we would part ways with no balance due, given the circumstances.
For Hansons to now claim substantial completion and pursue payment on work that is incomplete and damaging to my property is misleading. My public comments are truthful and supported by documentation, photographs, and witnesses. I will continue to defend my position through the proper legal channels.
My experience reflects a serious lack of accountability and customer care, and I stand by my original complaint.Business Response
Date: 09/30/2025
Issues have been addressed, and the fact of an unpaid balance is in legal status. No warranty exists, and no adjustment or compensation is due.
Customer Answer
Date: 09/30/2025
[A default letter is provided here which indicates your rejection of the business's response.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
Hansons has not offered any resolution at this time.
Regards,
**** ******Business Response
Date: 10/01/2025
Resolution has been offered and been refused That's why we've enforced the contract and there is a judgment lien on the property.
Customer Answer
Date: 10/01/2025
[A default letter is provided here which indicates your rejection of the business's response.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
Hansons is now just repeating itself over and over in an attempt to close the claim. Sad.
Regards,
**** ******Initial Complaint
Date:08/17/2025
Type: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.
I had ordered windows from 1-800-Hansons. The installers told me that they could not install the windows because they were too big. My complaints about Hansons - first they never contacted me. I had to always call them. Second nothing was discussed with me about the windows. If they are truly too big, what guarantees do I get if there is any damage done to the structure of my house in time. How will I know if these are installed correctly. I have lost all faith in this company and fell I should be able to get out of this contract with owing them nothing. I reached out to the customers service manager who left me a message, I called her back and she never returned the call. I called my salesperson who was surprised to hear than I had concerns about the incorrect size of the windows and that I was have issues with ****** and the installers. He has never called me back after that. I talked to the operation manager, ****, who tried to help but when the installers never showed and I called to see if I could cancel my order he did nothing to keep my business and passed me to cancelation ****** and washed his hands of me. This is only a small part of how I was treated. There is so much more. I have lost all faith and respect for this company and feel I should not be responsible for the cancelation penalty. They can donate these windows to Habitat and write the cost off.Business Response
Date: 09/10/2025
the affirmed contract and reduction in cost 08/07/12025 reaffirmed the contracture obligations to allow install of the windows.
We realize an error in measure occurred, but that has been rectified and the Hansons is prepared to install and have been refused.
We can assure that the product and installation will be of the highest quality "under a lifetime warranty"
The contract calls for payent upon substancial completion as such no paytment would be due until that time .
WE HOPE YOU WILL RECONSIDER AND PLEASE CONTACT OUR VP CR ****** ******--- ********************************** Ph ************
we look forqward to a mutually aggreed resolution .
Thank you
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