Complaints

This profile includes complaints for 1-800-HANSONS's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  1-800-HANSONS

  977 E 14 Mile Rd Troy, MI 48083-4519

  
• 

  1-800-HANSONS

  6475 Technology Ave Suite E Kalamazoo, MI 49009-7133

  
• 

  1-800-HANSONS

  2214 S Cedar St Holt, MI 48842-1204

  
• 

  1-800-HANSONS

  3995 Fashion Square Blvd Ste 10 Saginaw, MI 48603-2268

  
• 

  Hansons Window & Siding

  2707 S Carolyn Ave Sioux Falls, SD 57106-0791

  

The 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:09/05/2024

  Type:Service or Repair Issues
  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.

  Had a new roof installed. They where suppose to install a bathroom roof vent, they never installed it and they are giving me the run around about coming back and installing it.

  Customer Answer

  Date: 09/09/2024

  From: ********************************* <******************> 
  Sent: Friday, September 6, 2024 2:25 PM
  To: Complaints <****************************************************>
  Subject: Re: You have a new message from the BBB complaint #********.
  
  You don't often get email from ******************* Learn why this is important 
  
  Please note they finally finished the repairs so please close your file 
  
  Thanks
  *****
  Sent from my iPad
  

  
  

  

  Business Response

  Date: 09/20/2024

  We are sorry you feel ignored as a fact the previous  service was completed and a follow was to be confirmed .

  A message to contact you has been sent and we are sure the matter will be resolved .

  Thank you for your patience

  Customer Answer

  Date: 09/20/2024

  [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:09/03/2024

  Type:Service or Repair Issues
  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.

  We started the process of getting new siding and windows on our house in February of this year. It was suppose to be completed by June. We decided to go with 1-800-Hansons. Big mistake. We have taken countless days off work to stay home for installers to not even show up. Today is another day of that. My husband is home from work today because 1-800-Hansons installers were coming back yet again to fix mistakes that were made. They were supposed to be at our house between 8am and noon. Still haven't shown up and apparently nobody from 1-800-Hansons can get ahold of them. This happens every time something is to be done at our house. The outside corners of the house were supposed to be white and not the same color as the house, but we said it was fine the way they did it just so we wouldn't have to deal with the mess of getting it redone the right way. Siding is literally falling off our house in places because it wasn't installed correctly. That is what they are supposed to be coming today to fix. We have waited months. We have also had to have a window fixed as the lock broke the very first time we opened the window. We had to buy all new outside lights on the house because they were wired wrong and could have burnt our house down. Then they just screwed them to the house with huge 6 inch screws because the crew didn't know what they were doing. Numerous things have gone wrong and I will never do business with 1-800-Hansons again. I am very disappointed. The salesman sat in our house praising this company only to pad his pockets I think. I feel like we should get some sort of a discount or something since nothing has gone right and we have had more out-of-pocket expenses due to 1-800-Hansons mistakes. I just expected things to be done correctly and professionally after paying that much money for services and products. No matter what we do, we can never get anywhere with anyone on the phone. This whole process has just caused nothing but headaches unfortunately.

  

  Business Response

  Date: 09/20/2024

  We are sorry for the delays and appreciate the comments as we will address the team.

  The scheduled service is set 09/23/2024 and we are sure a satisfactory conclusion to the warranty issues.

  Customer Answer

  Date: 09/20/2024

  [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:
  
  Once again, my husband took today off to stay home to be here when 1-800 Hansons was supposed to come. They cancelled and rescheduled at 11:30 today. We want compensated or something for all the things that have gone wrong and for the expenses we have had to pay out of pocket for all the mishaps with them. This happens every single time. Nothing changes. I dont know what they are planning on doing to fix the issue. We thought if we went with a big, well known company that we wouldnt have any issues. We were wrong.

   
  Regards,
  
  ****** ****

  

  Business Response

  Date: 10/02/2024

  We are sorry the warranty services were delayed and are happy to see all required issues are completed.

  Unfortunately, there is no arrangement that can be made for renumeration for warranty issues including delayed appointments.

  1800Hansons takes customer complaints very seriously and apologize for the previous issues and happy there was a satisfactory conclusion.

   

  Customer Answer

  Date: 10/02/2024

  [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:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  I dont know what 1-800 Hansons means by they are glad we have a satisfactory conclusion. I still have not been able to talk to anyone above the scheduling department. They cancelled and rescheduled again since the last response. They showed up at a different time then we were told so we werent home once again to tell them what needed to be done. I dont know what warranty work they are referring to, because this is still all from the original installation that was done incorrectly. We had to sign that the work was completed before it was even done. Nobody has reached out to me from 1-800 Hansons except the scheduling department and when I ask to talk to someone higher than them, they tell me I cant. 
  Regards,
  
  *********************

  

  Business Response

  Date: 10/03/2024

  The issue has been addressed and as stated scheduling has been in contact.

  We are sure that a "satisfactory conclusion" is what all parties are looking for. Although the issues are being addressed 9/30/2024 *******, Samantha    10:58:19 AM entered that the warranty service was completed validated with photos  
  service complete - pics uploaded. 

  Thank you again for your patiuence.

   

  Customer Answer

  Date: 10/03/2024

  [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:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  There is still trim done incorrectly on the back of our house that was suppose to be fixed on 9/30/24 when 1-800 Hansons were at our house. Like I said, they unfortunately came at a time that was not scheduled so we were not there to show them. I did however talk to someone in scheduling about that issue and she said she would order the trim and they would fix that also when they were there. Ive had it with all the back and forth. I just wish it would have been done right in the first place instead of causing all the headaches. Nobody has yet to address the issues of the outside lights all being wired wrong and us having to replace them because they were just screwed back up on the house. Or the fact that we had to take all those days off work to be home when they came just to have them no show. And lets not forget about the corners of the house being the same color as the rest of the house instead white like the purchase agreement says. We are just letting that go because I cant imagine the nightmare it would be to have 1-800 Hansons have to come out to fix that. We were also charged almost $5000 in a wood agreement and we didnt even use the wood. They went right over top of our old rotted siding instead of tearing off the old stuff like Ajay, the salesman, told us they would do. They just want this over with and to be compensated for everything that has went wrong.
  Regards,
  
  ****** ****

• Initial Complaint

  Date:09/02/2024

  Type:Sales and Advertising Issues
  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 1800hansons come out was supposed to install a 12 foot sliding door for me. They originally forgot parts and left my wall torn apart for several weeks! Two weeks before I was even contacted by ******. Finally they came to install my door and I dont believe and permits were used and it is 100% not up to code! My 12 foot header is supported by a single 2x4 on each side. The studs above the header are not even touching the header. Theres no casing used. The header has nothing but air in between the 2x12s. The foam has cracks of day light all over. Im worried about the integrity of my house now. They have left my door like this for over two weeks! While they try to fit me back on to the schedule.

  

  Business Response

  Date: 09/20/2024

  We are aware of the warranty issues and a final  service  is scheduled 09/24/2024regarding the drywall and wrapping The review of the header service is completed and we are sorry for the initial results .

   

   

   

  Customer Answer

  Date: 09/24/2024

  [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 22228553, 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:
  
  This project was supposed to be done over two months ago! And it keeps getting pushed back and pushed back for mistakes made on your end. Then I have to wait once again in line like I’m a new customer instead of just taking care of it. I gave you a chance to fix the problem once again on 9/24/24, but once again my project was cancelled and moved back another 3 weeks! Because it may rain. It rained from 10am to maybe 1030am at the latest! The dry wall could be done and literally had hours to do the outside trim with no rain. 
  I was told the dry wall needs to be cut outside which isn’t true. Because everyone knows sanding dry wall is 100x more messy than cutting it.

  once again I am super disappointed, but unfortunately not surprised. Going with Hanson has been nothing but trouble from day one. 
  
  
  
  Regards,
  
  
  
  ****** *******

  

  Business Response

  Date: 10/02/2024

  We are sorry scheduling warranty services have been delayed. The confirmed 10/01/024 service determined additional material is necessary and is scheduled for completion 10/14/2024.

  We look forward to a satisfactory conclusion.

  Customer Answer

  Date: 10/08/2024

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22228553, 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:

  needing more materials is not an acceptable excuse. (All I have heard is excuses since day 1) The contractors were aware of the materials needed and yet Hanson sent new contractors that had no idea what they needed. How about the cancellation because of rain and rescheduling a month away when it didn’t even rain? 
  How about the fact you came to installl my door on Aug 2 and forgot parts because my door wasn’t inspected prior to scheduling?

  how about the fact I as a customer had to call you back and teach you how to properly frame a door? Because you almost destroyed my house.

  Or how about the fact I had to call you back to tell you my door wasn’t installed straight or level after I had already called you back to fix the framing.

  how about the fact we’re almost to 3 months from the original install date. That means three months of not being able to use my family room? 
  

  This has been the worse customer service I have ever experienced.

   

  and yes it’s still not done 
  
  
  
  
  Regards,
  
  
  
  ****** *******

  

  Business Response

  Date: 10/10/2024

  We are sorry for the delay ,The warranty parts have been ordered and a communication was sent to update the status.

  We will schedule as soon as received and assure a satisfactory conclusion .

  Customer Answer

  Date: 10/10/2024

  [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 22228553, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response.

   

  on top of all the other issues I’ve had to address, I’ve just become aware of two studs that are not level. They’re actually off by almost 3/4” 

  this will need addressed before drywall and casing can be finished. 
  I will need Hanson to come out for a 5th time to reinstall my door. 
  Hopefully 5th time is a charm! 
  
  Unfortunately I will have to reject all offers until my door is fully installed 
  
  
  
  Regards,
  
  
  
  ****** *******

• Initial Complaint

  Date:08/24/2024

  Type:Product Issues
  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.

  cancel the service said I had 3 days to cancel well the salesman put the money in a account did not put it back into my acccount,Aug 23 was cashed after I told him to cancle

  

  Business Response

  Date: 08/28/2024

  1800Hansns takes customer complaints very seriously and look to resolve as soon as possible.

  The initial cancel was not made with a written and signed cancel form which was provided at the time of sale. The customer call *** cancel was forwarded but required a due process to refund.

  Be assured the refund has been processed and thank you for your patience.

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair Issues
  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.

  May 7th 2024 Hansons brought windows that I ordered in Feb. Windows did not fit leaked water and had air coming in. Door wall did not shut all the way. I had 1/4 inch opening. ******** ordered another door wall and new Window shashes to try to fix the problem. July 29th new Door wall came still did not fit and New Window shashes did not fit, still had air and water coming in. Hansons had the manufacturer who made the Windows come with the Supervisior to look at Windows Aug. 5th. Manufactuere kept telling me what a great job ******** did and told me that it was NORMAL for air leakes and water leakes with double hung windows. I do not believe this. I have talked to other residents/neighbors that have the same windows - they do not leak or have air come in with the double hung. I have tried to contact the boss who at one time was talking to me. He has not returned phone calls and he has not sent me the promised e-mail that I was going to get to let me know how they would fix water leaks and air that comes in. They have ordered another door wall-this will be the third one! I would like to go to another window company I do not have faith that Hansons or their manufacturer can give me windows that fit. I have had to buy lots of plastic and do lots of laundry to help cover wood floors with sheets and blankets. Wood floor is ruined by slider. I asked hansons to take photos they did not, I have photos of water and ruined floor. Winter is coming and I need Windows that work, I do not think ******** can do this. What can I do to hire another company and not pay ********.

  

  Business Response

  Date: 08/20/2024

  1800Hansons takes warranty issues seriously.

  The completion has occurred, and the warranty service requested along with a part ordered is in process and we know this has been communicated.1800Hansons always syands ready willing and able to address any warranty requests .

  The refusal to pay the lender may cause a negative credit report we recommend continue the agreement .

   

  We look forward to a satisfactory warranty service and many years of use of the products. 

  Customer Answer

  Date: 08/21/2024

  [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:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  

  The accont has never been finished windows never fit, they are the wrong size they leak water and air. The manufactor told me that this was normal. Hansons never told me job was finished. We  did discuss a discount but supervisior  told me that he would discuss a discount when job was finished. Job is not finished windows still do not fit and door wall does not work at all. 

   

  I would like to go to another company and give Hansons windows back. They left garbage in my yard, one of the men argued with me even screamed at me my neighbor heard and came to see what was wrong. They left windows screws in my driveway, and I had to get my tire changed. 

   

  Windows do not fit air comes in and water

  Door wall does not fit 

  
  Regards,
  
  *************************

  

  Business Response

  Date: 08/28/2024

  1800Hansons has taken the information provided and have alerted the appropriate team mambers.

  The warranty calim of a defective product has been addressed with the manufacturer and an update will be forthcoming regarding the solution .

  We look forward to a satisfactory conclusion.

• Initial Complaint

  Date:08/13/2024

  Type:Service or Repair Issues
  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 am writing to file a formal complaint against ******** Windows regarding their handling of my warranty request and the overall lack of customer service I have experienced.As a new homeowner, I purchased my house from a woman whose husband previously managed all financial and repair matters. Unfortunately, he passed away unexpectedly, and the seller was unaware that important information about the homes repairs and warranties needed to be disclosed to me. After the sale, she found the relevant documentation during a local festival and delivered it to me. I immediately contacted ******** Windows to request an exception regarding the warranty transfer.Initially, I reached out to a representative named ***********************, who assured me that she would forward my request to her manager. However, I did not receive a response until I sent multiple follow-up emails to *****************************. While ****** eventually replied, she informed me that the company does not make exceptions to the warranty policy.In my attempt to escalate the issue, I requested to speak with Regional Manager ****. He acknowledged that exceptions have been made in the past but stated that my situation would not qualify for such an exception. This response was disheartening, especially considering the circumstances surrounding my purchase.Additionally, there are necessary repairs needed on the roof and windows, completed in 2018, which are now not covered under warranty due to ******** refusal to allow the transfer of the warranty. I find this policy to be unreasonable and lacking in customer consideration.I believe my situation deserves a more compassionate review, given the unique circumstances surrounding my home purchase. I urge the Better Business Bureau to assist in resolving this matter and to encourage ******** Windows to adopt a more customer-friendly approach.Thank you for your attention to this complaint. I look forward to your assistance in this matter.

  

  Business Response

  Date: 08/14/2024

  1800 ******** requirements for a one time  transfer is available on the Hansons.com website "warranty ".

  The requirement is within 90 days of a purchase of the home a transfer can occur without cost.

  After 90 days and up to one year a transfer fee of 10 % of the original contract price will be accepted upon management approval  "This is the only exception !"

  We are sorry Hansons cannot offer a warranty at this time .

  I

   

  Customer Answer

  Date: 08/14/2024

  [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:
  
  Nothing is being resolved 
  
  Regards,
  
  ****************************************

• Initial Complaint

  Date:08/06/2024

  Type:Service or Repair Issues
  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.

  6/13/2024 Amount paid ***** We are first time home buyers and the roof on the house needed to be ***laced before we could apply for homeowners insurance through State Farm *****************. The roof was completed and looked off but the first few rains were light around here and we had no issues. Today we had a more steady rain as compared to a drizzle and water is coming into our bathroom. Pouring in. We have 3 buckets already full. Its getting into our electrical and now Im worried about if its just been sitting in the attic from the smaller rains producing mold. I talked to a service ***resentative and they said there was nothing they could do until a service *** came out sometime later this week(when it dries) and I would have to use home owners insurance. I said so basically youre telling me there is nothing I can do and she put me on hold came back and said her phone wasnt working to contact service and they would call me back before Friday and hung up.

  

  Business Response

  Date: 08/10/2024

  The warranty service is set for today and had to be rescheduled .We are sorry for the leak issue ,Please refer to the Terms and Conditions regarding any interior issue that may arise .

  We look forward to a satisfactory conclusion

• Initial Complaint

  Date:08/05/2024

  Type:Order Issues
  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 signed an agreement with 1800 hansons on approximately 6/25/24 , at which time I paid them $6800 by ACH, The work was completed supposedly on 7/13/24. I told them 2x that I worked for the department of corrections and we were having issues at the prison and I had not been able to inspect the work done on my parents house which was about an hour away from my house. I stated as soon as I was able to, I would pay them. I told them on 7/25/24. I would be able to inspect it over the weekend, On 8/2/24, they charged my account by ACH which I did not approve.

  

  Business Response

  Date: 08/05/2024

  1800Hansons takes complaints very seriously, but is this circumstance the substantial completion of the project has been completed per the contract and as agreed in the terms ACH is automatic after 5 days for the unpaid balance,

  Unfortunately, we cannot refund as the contract terms have been met.

  1800Hansoms values your business and hope the product and installation is enjoyed for many years.

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  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.

  On November 15 2022, I signed an agreement with ******** to have 2 double hung, 1 bay window and 1 large half moon window replaced in my home.The entire job was expected to *********** weeks for production and installation would be within 1 month from then. The 2 double hung windows were eventually installed but do not open and close properly. When the technician arrived to fix the sashes of windows he stated and wrote a statement that said the windows must be sliders because double hung windows are too large. They were unable to install bay and half moon window because they were the wrong size and wrong color. Several months later when the bay window was installed the installer cut the structural support cables causing the window to then sag over time.They also knocked brick loose on the sides of the bay window. After 3 times of the half moon window arriving the incorrect size and nearly 1 year. I paid a private contractor to take care of that portion of the job. I have repeatedly asked for a sit down meeting with representatives from ******** to discuss a job nearing the 2 year **** that is still not complete. I have since been contacted by a collections service from ******** requesting full payment for 4 windows installed correctly. At this point I have 1 bay window that supports were recently installed to correct as much of the issue as possible. 2 double hung windows that don't work, and a large half moon window that I hired a private contractor to complete I still have to hire a ***** to fix brick and all bricklayers I have contacted said a patch job such as that will not be cheap and the brick and mortar will not match since the brick were laid 30 years ago. I am being asked for full payment when 1 window is partially corrected except for the brick repair. 2 non functioning windows and the only window I am pleased with was by someone else. I am willing to pay for bay window minus brick repair and would like to hire someone else to replace other 2 windows.

  

  Business Response

  Date: 08/10/2024

  1800Hansons has completed its contract and warranty issues have been addressed .As of this date  08/10/2024 all attempts to communicate have been ignored .1800 Hansons stands ready willing and able to proceed with its process as indicated in the correspondence that has been sent .

  We hope for a amicable solution .

  Customer Answer

  Date: 08/20/2024

  This my response to ******** regarding complaint # ********
  
  On Fri, Aug 16, 2024, 4:39 PM ************************* <******************> wrote:
  The estimate for the brick repair is $1200.  As far as the 2 double hung windows that will not close, the windows installer signed a statement on april 8 2024 declaring that the opening is too large for double hung and must be changed to a slider. Any attempt to repair will warp from the weight and will go back to this again.  This appears to be accurate because he has repaired those windows already and it happened again not long after.  The salesman I informed of this told me the installer is wrong and the windows are fine as double hung.  
  I still want the sit down meeting with your representatives that I have requested several times.  Somehow in our file you are still unsure of if you installed the large half moon windows that I had to pay a separate contractor to take care of.  This cost also needs to be deducted from the total payment.  I would also like a response on what an acceptable amount of time for a job to be completed is?  We agreed in November of 2022 to use your business for this project.  We are approaching the 2 year **** of mistake after mistake and a lack of accountability from Hansons.   Reach out with how you would like to rectify this situation. Please email my husband at ****************** for further correspondence.
  

  
  

  Customer Answer

  Date: 08/20/2024

  [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:
  
  

  This my response to ******** regarding complaint # ********

   

  On Fri, Aug 16, 2024, 4:39 PM ************************* <******************> wrote:

  The estimate for the brick repair is $1200.  As far as the 2 double hung windows that will not close, the windows installer signed a statement on april 8 2024 declaring that the opening is too large for double hung and must be changed to a slider. Any attempt to repair will warp from the weight and will go back to this again.  This appears to be accurate because he has repaired those windows already and it happened again not long after.  The salesman I informed of this told me the installer is wrong and the windows are fine as double hung. 
  I still want the sit down meeting with your representatives that I have requested several times.  Somehow in our file you are still unsure of if you installed the large half moon windows that I had to pay a separate contractor to take care of.  This cost also needs to be deducted from the total payment.  I would also like a response on what an acceptable amount of time for a job to be completed is?  We agreed in November of 2022 to use your business for this project.  We are approaching the 2 year **** of mistake after mistake and a lack of accountability from Hansons.   Reach out with how you would like to rectify this situation. Please email my husband at ****************** for further correspondence.

  
  Regards,
  
  ***********************

  

  Business Response

  Date: 08/20/2024

  The contract was completed as agreed.

  The request to contact 1800Hansons regarding any concerns and also regarding the breach of contract due to nonpayment has been communicated numerous times by voice messages and letters and emails including a demand to contact 1800Hansons attorney "they have been ignored" as of today.

  The BBB is exemplary recourse to communicate ,1800Hansons does not understand how a response to a complaint was refuted and messaged and yet no direct communications to address any claim of an issue are being communicated directly to 1800Hansons. .   

  Customer Answer

  Date: 08/21/2024

  [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:
  
  Your business has still not repaired the 2 double hung windows that do not open and close properly. Your technician has taken photos and acknowledged that brick were knocked loose while installing the bay window.  This has not been repaired yet.  ******** has also looked at and has no record of installing the large half moon window but has not acknowledged that I had to hire a private contractor to perform that portion of the project.  As for numerous emails and written letters, the only letter I received was requesting a renewal of the finance contract ( this is because the original contract was for one year and we are approaching 2 years without completion). The only letter I received also requested full payment for a job that was only completed partially and still has fixed 2 non functioning windows, fixed loose brick or removed the portion of the bid for the window that your company did not do 
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 08/22/2024

  As commented before numerous attempts have been made including legal letters being sent to the name on the contract which is not the complainant we've made numerous tries and attempts messages and have had no responses a call came in yesterday and our legal department will contact you in regards to a solution. 

  We. Look forward to this being amicable

  .

  Customer Answer

  Date: 08/25/2024

  [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:
  
  ******** has sent the BBB correspondence claiming that all issues are resolved and that they have made numerous attempts via email and letters requesting payment.  We have received 0 letters requesting payment.  ******** has now reached out offering to fix the 2 doublehung windows that the installation technician has stated are both faulty and also will never function correctly due to the size.  It is more than misleading for Hansons to claim all work is complete and then offer to fix current issues and also offer to now deduct the price of me paying a brick ***** for repairs and what I already paid an independent contractor to install the architectural window.  I want ******** to acknowledge the list of errors and mistakes to the BBB instead of claiming to the BBB that all is well and then email me finally to find some resolution and to half heartedly admit the shortcoming of the company.  For these reasons I still reject the lack of accountability and responsibility being shown by ********. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  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.

  We began our service request with ******** on 3/29/24. The job is a small repair to soffits on a garage roof. After over a month of waiting for materials to come, the first repair person came alone and was not able to complete the job due to not having correct equipment and an occupied bird's nest. We requested an appoinment to be rescheduled in 3 weeks for the bird's to leave the nest. After rescheduling for 6/3, they was a no-show apointment and later a return again with incorrect equipment due to a lack of communication from the office to the technicians. The company has lied to us about when the return visit was rescheduled at least twice and has not helped us to get an appropriately scheduled return visit to complete the work. This complaint is not toward the technicians, just the sales person who over-promised and the customer service department. We have yet to have work completed on 7/8.

  

  Business Response

  Date: 08/10/2024

  1800Hansons takes customer issues seriously and as the service records indicate the completion was on 07/24/2024 

  with a courtesy discount which was accepted in the amount of $519.00 Hansons has considered this an amicable solution and the agreement that the file was completed .

  We hope many years of enjoyment for the product.

  Customer Answer

  Date: 08/16/2024

  [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,

  ***********************