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
- 257 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:10/21/2025
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.
I had a defective window from Hansons. A replacement window was ordered from the company. I called in September 2025 and they said that the window had arrived and they scheduled an appointment to install the new window the first week in October 2025. two days later they called and cancelled the appointment and said they would reschedule an appointment at a later date. I have called to reschedule the appointment and no one answers the the phone in the scheduling department. I have left voice mail to have them call me back with no results. when I call the main phone the employee transfers me to scheduling and I get the same results. I have asked to speak to a supervisor and have been told there is no one to talk to
Business Response
Date: 10/28/2025
We are sorry for the warranty service delay and communication issues.
We are happy the service was completed satisfactorily on 10/22/2025
thank you for your paatience.
Customer Answer
Date: 10/28/2025
[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:10/07/2025
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.
In July we purchased windows from Hansens window company. They were installed in the beginning of August of this year. The day after I noticed that three of the windows would not stay open so I called the company and they sent out someone to fix the problem. The technician said he had to order a part and when it came in, they would be back. It has been two months and no solution. I have made several calls and had not gotten any satisfaction. I have emailed called and I am getting the run around. I even sent them pictures of the window serial numbers and they said parts were ordered yet I am still waiting. Thank you for your help ***** ******Business Response
Date: 10/07/2025
Wea re sorry there is a warranty issue, you are correct the parts are ordered, please be patient. Once received we will schedule the warranty service as soon as possible .
We look forward to a satisfactory conclusion
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.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.