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 has 21 locations, listed below.

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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:09/08/2023

  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 hired ****** window company I think in 2017 to install 3 new double hung windows. The job entailed removing a large existing double hung window cutting the exterior wall out, large enough to install 3 new double hung windows, which ****** did. I have had numerous ongoing problems. Installers/repair people have come out to my house so many times I have lost count. Most recently on August 29th, 2023, to fix my window problems. The middle window still cannot be locked, the south window has a new problem, when raised it falls closed. I feel the first installation of my project was done incorrectly. When I make a service request month go by before repair people finally come to my house to fix my window problems. I feel they just put a band-aid on my window problems hoping I will just go away.Please help me.***********************

  

  Business Response

  Date: 09/21/2023

  We are sorry for the issues.

  A service date has been agreed upon.

  We look forward to a satisfactory conclusion. 

• Initial Complaint

  Date:09/07/2023

  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.

  July of 2022 we had windows installed by 1-800-Hansens. We have called over 10 times in a year trying to get a sliding door fixed, kitchen window fixed, and answers to why our upstairs windows leak. Last spring we were told the installer was fired and we needed new insulation as we didnt have any in our upstairs windows. We were told we would get someone to help this summer. It is September 7 and we still have no one helping. An installer was to come today, verifying through a text and email that they would come. They did not show. My husband has taken time off work without pay to wait on people. We want out money back and our windows insulated!

  

  Business Response

  Date: 09/21/2023

  The duplicate complaint has been addressed,

  The service is being scheduled asap.

  We look forward to a satisfactory conclusion.

  Thank you for your patience

• Initial Complaint

  Date:09/07/2023

  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 purchased 8 new windows and a sliding glassware Door to be installed last July 2022.I had a bad installer. I complained to the corporate office. Nothing was done about it. I have had 2 of the 8new windows fixed already but my door and 5 upstairs windows all have issues because they were installed poorly.I have been in contact w/ corporate and the ** at the local Hansons. They keep setting up days to fix them but have no showed on me 3 times and never able to fix them correctly when they do show up. Now they dont return calls and have no answers on when the remaining work will be done. I paid in full for all their work but they advertised Lifetime Transferable warranty and a lifetime guarantee. And that they are rated as a 5 star by the BBB. All False information.It has been **************************************************** full after only 8 months.

  

  Business Response

  Date: 09/21/2023

  We are sorry for the issues; *********** is in process to address the issues and we are scheduling repairs asap.

  We look forward to a satisfactory conclusion

  Customer Answer

  Date: 09/21/2023

  [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:09/06/2023

  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.

  This company installed windows in my home. They sent a professional in measure and two of the windows are the wrong size. After six week wait to remake these windows they were installed on Aug 31. The windows are not chalked and there is green installation foam coming through the windows. I have contacted the company and they said they would come and fix them. I just seem to be getting a run around. I will have to take another day off work again. I have asked for a discount and don't get an answer. I would never recommend these people and if I could rip these windows out and send them back I would

  

  Business Response

  Date: 09/21/2023

    A service appointment is scheduled for September 27th, 2023, 10AM - 2PM service issues will be taken care of them.  Work order, credit application and signed completion certificate attached.  Thank you,

• Initial Complaint

  Date:09/05/2023

  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.

  On Saturday, 8/5/2023 we had Hansons come out and give us our first measure for 4 sliding patio doors and one window. We were pleased with the amount ($15,078). We were paying cash so we gave our deposit to get these ordered,wrote a check in the amount of $4,523. On Wednesday, 8/8/2023 they came out for a final measure. On Thursday, 8/17/2023 we got a phone call from the manager (****) stating there was a mistake and we would owe $7347 MORE because their standard patio door is too big for our openings. I questioned that arent they made to fit? Like they advertise?? He said no, only windows. See attachmentfalse advertising.We canceled the order and were told if the check wasnt cashed they would send it back. But, it was cashed on 8/10/2023!So now it would take up to 10 days to receive our money back. Its now 9/5/2023. Well past 10 days! Almost 3 weeks! Now we chose a different company and our patio door are just standard. Not too big, not too small.

  

  Business Response

  Date: 09/21/2023

  We are sorry for the issue .

  Each manufacturer has proprietary specifications.

  WE have canceled the contract. 

• Initial Complaint

  Date:08/22/2023

  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 new windows and door wall installed when we purchased our home. Since then, we have a door wall that continues to leak into our basement when we get a VERY HEAVY rain. We call the company it takes them forever to send someone, and they always send the guy that installed the door. The door continues to leak and they send the same guy again. We have requested someone new and they never do. They have not taken the door out and inspected. This recent time they sent same guy and he is blaming our deck. Nothing was attached to the house or to the door and the door is leaking.We tried calling and some guy named ***** says that bc the **** (The person who comes out every time) said it isnt the door, they will not honor the leak.We have had them spray and watch the leak start and still have not fixed this. It continues to leak into our basement, water soaking j to subfloor and new floors in kitchen.We want this fixed. If they cannot fix it then they can give a refund so we can get another company to put in a door that will not leak.

  

  Business Response

  Date: 08/23/2023

  1800 Hansons has a provision #3 in the contact terms and conditions regarding consequential. Damages, please contact your homeowner's insurance.  claims department 

  the inspection will either validate the of defective part or confirm the issue is unrelated.

  1800 Hansons has inspected, and our determination is we are not at fault.

  1800Hansonms always strands ready willing and able to address substantiated claims. Per the warranty .

  We hope for a timely and satisfactory conclusion. .

• Initial Complaint

  Date:08/21/2023

  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.

  On 02/01/2019 we purchased all new windows/sliding doorwall in our house at a cost of over $15,000. Per our contract, these windows come with a lifetime transferable warranty, including glass and mesh screen repair, at no cost. And we have in fact had repair work done over the past few years with no charges incurred.This weekend our sliding screen door will not freely move. We filled a service ticket (#*****) and received a call from ******** on 08/21/2023. When requesting repairs for the screen door we were informed that ******** now charges a $99 inspection fee prior to repair. We advised the ******** call taker that our repairs were supposed to be free of charge with the woman advising that this new inspection fee was implemented approximately 2 years ago. I feel that this is a breach of contract and not the type of fee free service we were promised (in a written/signed purchase contract) when we purchased our ****** products. I don't understand how a company can freely change the terms of a contract and impose fees that are not set forth in the original contract. ******** actions and failure to comply with their own (agreed upon and paid for) contract, and continue to provide fee free repairs, constitutes nothing short of breach.A desired resolution is to have ******** abide to the terms of our original signed contract guaranteeing free lifetime repairs and complete the sliding screen door repair at no cost to us.

  

  Business Response

  Date: 09/21/2023

  We are sorry for the issue. Without the inspection fee we cannot determine the correct action 

  We hope for a satisfactory conclusion

  Customer Answer

  Date: 09/25/2023

  [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:08/07/2023

  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.

  On May 4 2023 I submitted a repair request for a broken bow window crank handle that is preventing the window from being opened. Over multiple calls in to support I was eventually told the part needed to be ordered and it would take 6-8 weeks to get this part and that date was from May 31 2023. After waiting approximately 10 weeks I called back on Aug 7 2023 and was told I was given the wrong information and the part really wouldn't arrive for 12 weeks from May 31 2023. This means that I have not been able to open one of my main windows for 4 months before the part will even arrive, this does not count any additional time for scheduling a tech to perform the repair work. The failure to receive appropriate, timely and accurate information despite of multiple contacts with support is completely unacceptable.

  

  Business Response

  Date: 08/08/2023

  We apologize for the miscommunication regarding the serial number a service has been scheduled for August the 12th 2023 to address the locking mechanism on your window we look forward to a satisfactory conclusion thank you

  Customer Answer

  Date: 08/14/2023

  [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:07/22/2023

  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.

  Had my roof replaced my these guys and it cost 26k. They messed up on the install we have missing underlayment, intake vents for the attic that are in my walls, an intake vent that is leaking and has now caused drywall damage to my main floor bathroom. It has now been two months since the install and we are fighting to get them back out here to fix their mess ***

  

  Business Response

  Date: 09/21/2023

  we are sorry for the issue.

  Our regional manager has communicated /and awaiting signature to settle the account. 

  we look forward to a satisfactory conclusion. 

• Initial Complaint

  Date:07/18/2023

  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 purchased a new roof through hansons and when it was completed, they asked if it looked good. I stated yes. Only to find out that my gutters are completely clogged with roofing debris and my gutter guards are damaged in areas. I own a two story home with no means to reach the gutters on that section. There warranty for service is not holding true. They told me they are not going to remedy the situation.

  

  Business Response

  Date: 07/19/2023

  Tell us 7/19/2023 *****************************;   9:45:10 AM
  Called and left vm with customer of svs appt date and time and also let them know they do not need to be home for this. Left my call back number if they have any questions.
  
   
  Service Scheduled for 7/25/2023

  Wecare sorry for the delay in responding and look forward to a satisfactory conclusion.