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

  387 W Dussel Dr Maumee, OH 43537-1632

  
• 

  1-800-HANSONS

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

  

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:03/26/2024

  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.

  **ve been dealing with 1-800-Hansons since last may/23 ** signed for a new roof in may 2023 (financed $23,000) **ve had nothing but problems with the roof since day one.First the crew they sent for the installation were drinking alcohol and they did a horrible job we had beer left in attic as well as roof shovels and a hole in our ceiling. ** have had Hansons out here at least 30 times and we are still experiencing roof leaks!! Its been almost a year and were still waiting for a fix!!! Please help us.ultimately we dont trust their work and we want a brand new roof.a complete replacement. ** have the contract as well as all days my husband has missed at work to make sure this job gets ****************** of the work and problems and all the dates. Way to much to uploadplease call or email .

  

  Business Response

  Date: 04/17/2024

  We are sorry for the issues, please be aware we have inspected, and a process is in place to schedule the warranty repair. 

  We do understand the frustration and will endeavor to resolve any issue with the roof warranty service.

  The claims of installer issues have been noted Thank You.

  We look forward to a satisfactory conclusion.

  Customer Answer

  Date: 04/23/2024

  [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:03/25/2024

  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 ordered 6 windows, after installation I noticed they were all crooked and the screens had gaps. I had to be persistent to make them solve the issue, they replaced the most crooked screen but it didn't fix the problem. After I kept on the issue they finally send a contractor to look at it who told me all 6 windows were installed incorrectly, damaging the windows and they all needed to be completely replaced. After his report, it still took me reaching out multiple times to get them to address this. When they came out (almost 1 year after they were initially installed), one of the new windows were broken when they carried them in the house. Hours later, they left and I realized they just reinstalled the original window (one of the previously damaged ones) since they broke the new replacement, and never said anything about it to me. Also, the walls around the windows were very damaged from the multiple times the company had to come out to fix the issues before the replacements (7 times in total they came out to my house). After all of this hassle, I called the company about their contractors reinstalling the damaged window since they broke the replacement and not even telling me about it. All I wanted was the single window to be refunded since it was damaged, reinstalled, and I was never informed about that, which seems very shady. I did not want them to come back out and reinstall a new one because of the multiple issues that happened each time they came out (ie damaged walls all in bathroom around windows, dog p*** not from my yard was tracked all over my deck and they didn't attempt to clean it, time away from work that I had to be home to let them in for repairs, etc). They would only refund me half of the price and were very rude to me during the process. During the year of these issues it was always hard to get ahold of someone and it was always difficult to get them to actually address the issues. I also have picture and video proof of all the damage as well.

  

  Business Response

  Date: 04/17/2024

  We are sorry for the issues; A credit was accepted AND AGREED TO for the one window. 

  The calls are recorded, and we cannot find any of Hansons representatives being "rude" during the interaction. We did discover the customers angst that was apparent due to the claims of issued. We are sorry for any distress during the warranty process. .

  If there is a claim of interior damage, please refer to the contract terms and conditions regarding submitting the claim to the homeowner's insurance for validation and resolution.

   

  Any new warranty issues can be submitted online.

  Customer Answer

  Date: 04/24/2024

  [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 ********, 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:
  
  A full refund was not provided for the damaged window, only a partial refund. Also, I did not report a specific instance of a rude employee on a single call when I called to discuss my numerous concerns, however, I stated that it was extremely difficult to get the company to address my concerns or even take initiative to remedy the multiple issues/mistakes that were made by the company. It was always myself who had to take the initiative to reach out to the company when their contractors would tell me that were issues instead of the company reaching out after receiving reports from their contractors, for example, when the contractor told me that all windows had been installed incorrectly and thus damaged in the installation and needed to fully be replaced, it was myself who had to reach out more once than to get the company to address this.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:02/14/2024

  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 called your company today 2/14/2024 to explain to them that I have 2 windows that are foggy i purchased my house in 2022 and the previous owner had replaced the windows with your company in 2019 ( ******* on the phone confirmed that) so once i mentioned that i purchased the property immediately ******* told me that they could NOT help me due to the previous owner failed to transfer the warranty to myself ( how do i know that ?) and ( how the previous owner would know to do that?) very very disappointed that a company would not stand behind their product, i also suggested if they would be ok to ******** company to stop by and give me an estimate and i am willing to pay ( even that they refused to do ) per the company policy even if the windows are under the warranty still refuse to come out and repair the issue, then i called the previous owner and i asked him he said the Hansons never mentioned anything about transferring the warranty to any new owner.

  

  Business Response

  Date: 02/15/2024

  Unfortunately, Hansons has no control over the handover of a warranty The contract that the previous purchaser has very simple language and we would have gladly accepted the transfer in the allotted timeframe.

  We would recommend. Contacting a window repair company to address the issues.

  We hope you have a satisfactory conclusion.

  Customer Answer

  Date: 02/15/2024

  [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:]
  
  Regards,
  
  ****** (*****) *******

• Initial Complaint

  Date:02/04/2024

  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.

  1-800 Hansons at Kalamazoo/******* installed Gutter grate on the roof of our home in 2016. They offered lifetime warranty. When we asked them what if we need to replace the roof, they promised to take off before the old roof torn down, and put them back on after the new roof is installed. However, in Sept. 2023, we needed to replace our roof due to the roof leakage, we contacted 1-800 Hansons before and after roof replacement to coordinate the gutter grate taking off and putting back on. They initially sent one tech to take off partial gutter grate leaving rest as it was saying that , if there is any damage to the gutter grate during the new roof installment, they will replace with new ones, they also left the pile of old gutter grates that were taken off from the roof at our front porch. Ever since our new roof installed in Sept., 2023, we have been contacting 1-800 Hansons to request them to put the partial gutter grate back on and check the whole gutter grate as they promised. They repeatedly find a variety of excuses to delay sending a qualified tech to put the gutter grate back on and check if the gutter grate is intact, which they promised to do when they failed to take whole gutter grate off before the old roof was torn down. Their old gutter grate material are still scattered over our front porch today after more than 4 months. We have contacted their local service manager named ************************************ more than 10 times, he kept saying that he will send a tech, but no one showed up, nobody told us why even I reached out to them multiple times. The most recent failure was on 01/11/24. This company repeatedly failed their promises and discarded the request from the honest customers like us. We hope you would help to hold 1-800 Hansons accountable for the service we paid for and they promised to provide!Thank you!

  

  Business Response

  Date: 02/07/2024

  We are sorry for the delays. The request has been forwarded to Hansons Service Manager to address.

  thank you for your patience.

• Initial Complaint

  Date:02/02/2024

  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.

  ****** replace our roof 4 years ago. In July 2023, we had damage to our roof due to tornado. Our insurance company sent their contractor to fix the damaged section. The section of the roof repaired was 1 of 7 sections on our house. The contractor informed us the roof had been installed incorrectly. The roof vents were not installed properly and as a result they said our roof would not last more than 5 yrs. We called ****** and they refused to correct the work. Stating we voided our warranty by letting others repair the roof. We asked them to just correct the incorrect work. They refused. They sent a rep out to look at the job and the ****** rep said the work was done incorrectly but they would not fix it and are no longer responsible for the issue. On January 26, 2024, our roof began to leak in a different place (not the area damaged by the tornado). We called a contractor to look at the roof and determine what the issue is (we knew we couldn't call ******). This contractor told us there is no flashing in a critical area where it would be required if the work was done properly. We have no idea how long this may have been leaking, if there is any other water damage or mold. Now we will have to engage a new contractor and incur the cost to fix our roof and dry wall. ****** DID NOT do the work they promised. The installation quality is VERY POOR. Two (2) other roofing contractors have told us the work was done incorrectly. ******** representative told us to our face, it was done incorrectly. Yet, they will not fix it. We want it fixed or compensated for the additional work we now need to fix our roof and dry wall!!!!

  

  Business Response

  Date: 02/07/2024

  Warranty was voided.

• Initial Complaint

  Date:01/26/2024

  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.

  ****** improperly installed a new roof on our home. They hired a subcontractor to do the work and it was done wrong. The roof ridge vents are installed incorrectly and now ******* is leaking water into my home. We called the company and they are not willing to correct the work. They claim we no longer have a warranty because another contractor did insurance repairs. The insurance repair was done on a small section of the roof and not in the area with the improperly installed vents or where it is leaking. I am not asking for shingle replacement or typical "warranty" work. I want them to do the job right! Or they can elect to pay us / refund us for poor work and we will hire another contractor. Please help us!

  

  Business Response

  Date: 02/07/2024

  We are sorry for the issue, But the contract terms are if an outside contractor repairs or redoes any contacted material "the warranty is voided" Hansons should have been called first .Also the outside contractor should have been informed the roof was under a warranty. An ethical contractor would not have performed any service.  

• Initial Complaint

  Date:01/24/2024

  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.

  ****** installed new windows for the whole home. Instead of improving energy efficiency, it got worse.I can feel the wind coming through the windows. and also, i measured the temperature through the seals where I feel air, it is 39 degrees vs 70 inside the home. temperature shouldn't drop by 20. I called for service. I guy came and I explained to him the situation with facts. he said that he is not an expert and somebody else will contact me and come to check the windows.Today, I'm surprise that a lady from ****** called me saying that everything is good with the windows and there is nothing they can do.Literally you can feel the wind coming from outside and these guys dont want to assume their responsibility and resolve the issue. this is a manufacturing defect, and I will take this to court.

  

  Business Response

  Date: 02/07/2024

  We are sorry you are dissatisfied; our determination is the windows are functioning as designed.

  Customer Answer

  Date: 02/07/2024

  [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:
  
  Windows are leaking air. You can feel the air coming in. Also, I measured the temperature on the windows seals, it is dropping more than 20 degrees versus room temperature, which is not normal

  Windows are not functioning as designed. Instead of saving in energy, this useless investment is making my home much colder
  
  Regards,
  
  ****************

  

  Business Response

  Date: 03/05/2024

  We are sorry but the inspection determined the product is functioning as designed.  

   

  Customer Answer

  Date: 03/05/2024

  [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:
  
  As I stated before, no inspection has been done. ****** sent a guy. he just looked at the windows without detailed inspection. Then he told me that they will send me a technician to look at the windows in detail.

  I explained to him my concerns with facts and evidence. Air is coming through, and temperature is dropping by over 40 degrees in air leakage areas. I'm not saying something wrong with Windows but obviously, they have not been properly insulated. 

  Now I need an independent third party inspect the windows because I don't trust this company anymore. If I don't see any results, the next step would be to take the case to court, and I can defend it myself. Wondering how much will this cost Hanson 

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

• Initial Complaint

  Date:01/17/2024

  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 had multiple windows installed on 08/31/23. Once they were installed, no one came and inspected the installation. I had to have them back immediately on the basement 3 slider window as one wouldn't work correctly. They fixed that. Then a couple of months after that - I noticed I could feel air coming in on the basement window. Someone did come out to check on it. They ended up getting clear silicone caulk to seal up the window. You could physically see where everything did not mesh up and there was a small gap between the window and the frame. Now I noticed the same thing with the bay windows they had also installed at the same time. You can feel the air coming in and see where the is a space/gap between the window and the frame. I call customer service yesterday and was informed they could come out but would charge me a $99 service fee for this. I asked to speak with a manager and the told me the same thing. I am not a window expert so did not know I should have checked all of this after the install. In my opinion, I should not be charged the $99 as this was due to them not installing them correctly of checking the seal around the window. I just want someone to come out and seal the window so I do not have the air coming in. I purchased the new windows and paid the money I did so that I would be saving money, not spending more due t o leak.

  

  Business Response

  Date: 01/24/2024

  We are sorry for the issues .A warranty service has been completed and we hope it was a satisfactory conclusion.

• Initial Complaint

  Date:01/13/2024

  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.

  We had a free consultation with 1-800 Hansons about window replacements and bathroom remodel. Then we proceeded to get a loan and get both projects done. We were promised that our windows would be great and a much better upgrade. We were initially very happy with them but now with winter here, the windows are condensating so bad that they are growing mold and have ice chunks on the INSIDE of the windows. We were told this absolutely wont happen. Additionally with the bathroom the job didnt go as planned at all. It took over a month, someone ended up getting fired over the deal and I was told we would be sent a check. We were sent one check. And then more things went wrong and we were told we would get another check of $500. We have get to see that check and that was promised back in September of 2023. Now, of course, our new bathroom has leaked twice into our basement AND all the caulk that was placed in the shower is growing mold as well. As everyone is aware, the growing of mold from our bathroom and every window in our house places serious potential health issues for our entire family. I have attempted to reach out to the company for the check and I do not get a return phone call. I havent tried with the new issues that have arose because frankly, Im so disgusted with how everything played out prior to these new issues.

  

  Business Response

  Date: 01/16/2024

  Accredit was issued to the window order.

  please go to Hansons.com and submit a request for service.    

  Customer Answer

  Date: 01/21/2024

  [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:] I tried submitting a service request, when going in to enter the state, ********* does not appear so it would not allow me to submit. I am not sure what to do in that situation. When it states the a credit was issued for our windows, how was it issued? When was it issued? Was it sent as a check? Should we be seeing something in the mail? What something done with our loan? If so, no one contacted us. Additionally, I can submit a service request all day but what about previously mentioned issues with the bathroom, and now having more issues with the bathroom? Also, we were expecting partial reimbursement for that as well which has never been received. Additionally, I cannot get a hold of the guy that promised that reimbursement either. Please provide more information on all of the matters.
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 03/05/2024

  We care sorry for any issues Please be aware we do compensate for warranty issues,

  If service is required, please access Hansons .com and submit your request, we look forward to a satisfactory conclusion.

   

• Initial Complaint

  Date:01/10/2024

  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.

  Bought a 3 pane replacement window. Was told before constuction of window it was to large to accomodate 3 panes..settled on 2 pane, with manager telling me it would have equivalent efficency. After initial install windows and svreens did not work properly. Installers came back out for adjustments..also at that time installers recommended new sliding sashes be built as originals were defective. Installed two new sashes ti window. Only to find out one of them was still defective...they send another new one, at this install it was discibered they sent wring one. During all this there is still a issue of the window frame itself moves when the wind blows. They sent the manufacturer out to assess. He told me it should of been built in a diffrrent configuration to make it sturdier. Window company now states thrre is nothing wting with the window or installation. Currently still waiting on new sash.

  

  Business Response

  Date: 01/16/2024

  we respect your concern; the window is correct and is under warranty and a sash is ordered.

  unfortunately, there are no provisions for compensation for warranty requests.

  We look forward to a satisfactory conclusion to the servcie. 

  Customer Answer

  Date: 01/16/2024

  [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:]
  
  Regards,
  
  *************************

  Customer Answer

  Date: 01/16/2024

  Window is not correct..the window still moves when wind blows. This is not satifactory. Nor is it normal..a window should not move....ever...

  

  Business Response

  Date: 03/05/2024

  Service is set with homeowner. SW Mr. to sch appt for 2/29. Mr. stated he would like tech to leave materials and he would install himself. Mr. stated to leave materials at small garage door. Thank you