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 19 locations, listed below.

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  1-800-HANSONS

  977 E 14 Mile Rd Troy, MI 48083-4519

  
• 

  1-800-HANSONS

  4155 40th St SE Grand Rapids, MI 49512-4121

  
• 

  Hansons Window & Siding

  2707 S Carolyn Ave Sioux Falls, SD 57106-0791

  
• 

  1-800-HANSONS

  3788 W 2270 S Ste D Salt Lake Cty, UT 84120-2371

  
• 

  1-800 Hansons

  3405 SE Crossroads Dr Ste B Ste. B Grimes, IA 50111-5051

  

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:09/06/2023

  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.

   

• Initial Complaint

  Date:06/22/2023

  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.

  Shed **** replacement, scheduled for Monday, June 19th & expect the crew to arrive between ****. Woke up to my Ring Doorbell going off around 7am. 5 men were there. Asks me about the ******************** not being there & told him I have no idea. Said he'd call his boss & see what's going on. Get a call from scheduling & told materials should be delivered on Wednesday, 21st. Wednesday morning, I hear my motion notification going off alot. See someone walking around the now dropped off **************** myself together to see why someone is creeping around my yard. I go outside & theres one man with his van ****** out front. He asked me about my service but asked me if I booked through a different company. I asked, do you mean Hansons? & tell him that the materials havent been dropped off yet. He said he'd call his boss & see what's going on, but that he may be able to get started. He eventually set up his ladder in the backyard & proceeded to lean on the ladder, scroll on his phone, & hit a weed pen. (I know the difference between a nicotine & a weed pen. I don't judge him too harshly, but I think it's very unprofessional)Materials eventually got delivered & once the roofs underlayment was exposed, I could see rotten wood. I stopped him when nailing plywood down & called the company on why materials are not here for those rotten spots that need replacing; & was told that they don't do that. No remedy for the situation.He pulled off the drip edge & the rotten wood became 100x worse. The installer said he'd fix it on the side b/c they werent getting back in touch. I kept calling & they said theyll reach out to him and he'll fix it because it is very damaged now.He said hed be back "at 8-8:30, maybe". & left materials in my front yard that I moved around back to not get stolen. + I noticed the wood was bowed.I look online and see there's a 40% off Summer ******* that I was not offered to begin with , or even as reconciliation for how awful this experience has been.

  

  Business Response

  Date: 07/06/2023

  management is aware of the issues we are sorry and glad the contract was completed .all promotions available are provided at time of sale ...

  The Classic package selected and installed is a great value.

   

  We hope you will enjoy your new garage roof

   

  Customer Answer

  Date: 07/09/2023

  [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:
  
  This business handled this whole situation unprofessionally and with complete lack of care. The charges that I am subject to are not worth the work that was done. I don't believe there is any practice in place for these installers to be doing consistent and well manufactured work. The roof on my shed is still bowed and looks very sloppy. This large company can continue to operate yet only produces mediocre work with no care on customer service and satisfaction. They move as quickly as possible, tell you that you don't need to be home for installation so you can't document the terrible job they do, and try to close your sale without any consideration on what the customer is truly paying for. I also let the company know that my installer was smoking a marijuana vape pen on my property at the beginning of installation and they did not care about this illegal safety issue. There are so many other instances during this fiasco that I cannot fit into the allotted time to type out, so I will attach the documentation I was able to get during my installation to show how unprofessional and unsafe this company is. 

  At the time of my installation, there was a 40% off ************** discount that was not applied to my overall service. I was able toget that promotion on the extra materials that were needed, but not to my overall service. I do not understand why the company would give that offer to anyone else booking with them the same day I received my service but refused to apply that to my total service. The 40% off my total would be a more fair price range for the service I actually received. The company should also send an outside professional to inspect the work they provided to get further documentation that the work that they are providing and charging for is completely inadequate and should be illegal. Not only can you see the bowing from the outside of the shed, but the inside looks like it was done by someone unlicensed with no knowledge of rebuilding a sound structure. I still do not understand why their sales reps do not provide a closure inspection during their consultations to understand the full scope of a project so their installation team is truly prepared and knowledgeable for the work their about to take on. 

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

  

  Business Response

  Date: 09/26/2023

  We are sorry for the issues and are glad the install is complete and paid.

  All promotion discounts were applied at the time of sale, Thank you for your business.

• Initial Complaint

  Date:06/21/2023

  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.

  ******** was out last Thursday June 15 2023. She was here almost 2 hrs. Gutters roofing siding windows. She said she would have estimates by Friday, the next day. I told her Monday was OK too. Never heard anything back. Called today Wednesday Jun 21, 2023. Call her now she said no to siding and roofing work per her boss. Said she had "Family emergency" which I believe is untrue. Then she sent me an email estimate/quote for almost $18,000 for cheapo btw aluminum gutters on my modest home. AND another almost $18,000 quote for 2 windows in white, not even beige/almond to match my home. Is this a joke? I'm an influencer and will warn others to not bother with 1800HANSONS!!! Wasted a WHOLE week of my valuable time for nothing!

  

  Business Response

  Date: 07/06/2023

  The appointment for /siding /gutters and a window was provided all promotions and we are sorry you declined our offer.

  We hope you are successful. With your home improvement project..

   

• Initial Complaint

  Date:06/21/2023

  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 ordered windows a couple months ago they called to schedule an install when they came in. Install was suppose to be 6/16 between 8 and 10 am. They called shortly after 9:30 and said they will not be coming at all. I already missed a day unpaid from work so I spoke to a manager and he said he would reimburse me my lost wages and would call me on 6/20 to discuss further. Called him twice with no answer or call back. I rescheduled install to 6/21 between 8 and 10. At 10:30 they still werent here so i called the office and they said window guys havent even checked in with them either and that the manager would be in contact with me. I called manager twice with no answer or call back. I yet again missed another day of unpaid work. I just want my 2 days of work wages reimbursed via check and have them come do the job or reimburse my lost wages and cancel my order completely with no charges

  

  Business Response

  Date: 07/10/2023

  We are sorry for the installation issues .A message was sent to the manager to action asap.

  We do not reimburse wages ,Although a consideration may be given regarding the financed amount as no down payment was paid .

   

  We look forward to a satisfactory completion of the order

  Customer Answer

  Date: 07/10/2023

  [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:
  
  I was told on the phone id get a reimbursement check of some sort. I still cannot get a response for installation. At this time i just want my order cancelled at no penalty and not be charged for anything
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 09/26/2023

  Wea re sorry the issues, we are happy to see the completion. And payment