Complaints

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

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• 

  1-800-HANSONS

  977 E 14 Mile Rd Troy, MI 48083-4519

  
• 

  1-800-HANSONS

  6475 Technology Ave Suite E Kalamazoo, MI 49009-7133

  
• 

  1-800-HANSONS

  2214 S Cedar St Holt, MI 48842-1204

  
• 

  1-800-HANSONS

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

  
• 

  Hansons Window & Siding

  5715 F St Omaha, NE 68117-2822

  

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:06/07/2023

  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.

  I was sold windows from Hansons on 2 different occasions for our current home (10/2018 and 11/21). For the second order (11/21) I was told I could open the windows both up down and down up and would only need to purchase screens. We open our windows often and had a lot of bugs in our house as there is no way to keep bugs out with the windows opening from the top down without full screens. Hansons agreed to replace the screens with full screens in August of 2022. The first screen order was placed using the part numbers on file. When they came out to install them on 10/27/22 the screens did not fit. They came out 3 more times to measure the windows (11/15/22, 12/20/22 and again on 2/6/23). I spoke with a manager **** several times during this and never received more than I will look into it. Hansons was out on 6/6/23 to install the correct screens and were unable to install 8 of the screens as they were not the proper size. I spoke with the service department manager ****** on 6/6/23 who was a little rude when asking how many screens are we talking about. ****** said she would look into it and get back with me. I do not have a lot of confidence at this point.In January a rock hit one of the windows. On 1/30/23 I submitted a request online (with all of the appropriate photographs as requested). I contacted Hansons on 1/30/23 and was told the window would be ordered. When Hansons called on 5/26/23 to schedule the screen install I asked about replacement window and was told it was never ordered. After speaking with the service department (****) on 5/26/23, I was assured the replacement window would be ordered that day.I am unable to open my windows in a room we spend a lot of time in. Now that it is spring this is more frustrating. I would appreciate any help to resolve this issue.

  

  Business Response

  Date: 06/07/2023

  We a4re sorry for the issues regarding the warranty for the damaged glass, it was ordered.

   

  Regarding the post install full  screen issue as the 1/2 were standard a double hung window and when a top or bottom is opened the scree slides to cover .

  With the request we will try to accommodate the remaining few screens replacement asap.

  we look forward to a satisfactory conclusion.

   

  Customer Answer

  Date: 06/08/2023

  [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 as long as it is in a timely fashion.  It has been 4 months since the last time they were supposed to install the correct screens.  I think Hansons should finally put a RUSH on the manufacturing and delivery of the screens.  I have asked for this a few times and clearly it has not happened.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  Date:06/01/2023

  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.

  Had new roof installed by ****************************/ 2013 and at that time the salesman's stated that the following two commitments: 1. free yearly inspections and 2 after 10 years an application of ************* would be applied to shingles to extend life. When contacting the company in April / 2023 they informed me the manufacturer of the shingles no longer recommended this and that a roof inspection would cost $99.00. They told me that if it was not listed in my contract it would not be honored (service Manager). The salesman who made these commitments worked for Hansons and they should honor his commitments whether they are verbal or in writing. This was a major reason why I chose to use ******** to do the work.

  

  Business Response

  Date: 06/28/2023

  WE ARE SORRY THE CONTARCT CANNOT BE ALTERED VEBALLY FOR ANY CLAIM OF INSPECTIONS OR RESPRAY 

  THE ROOF IDS FUCTIONING AS DESIGNED AND OUR WARRANTY ON THE *** INDICATES IDF A INSPECTION IS NECCESSAY A CHARGE OF $99.00 WILL APPLY.

  SHINGLE MANUFATURERES DO NOT RECCOMENDANY RESPAYS OTHER THAN THE ORIGINAL WHICH IS COMPLATED IN 2013 

  TO AVOID THE CHARGE EVIDENCE VIA PICTURES COULD BE SUBMIITED.

   

   

  Customer Answer

  Date: 06/29/2023

  [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:]  ******** salesman (company represesentative) verbal commitments were made prior to completing the 

  sale and they were a main factor in my choosing the company to replace my roof. Whether they be written or verbal they are stiill commitments and need to be honored if the company has any honor.

  The salesmen is a representative of Hansons and his word should be honored by them.  If you cannot trust a companies word then you cannot trust the compnay. Verbal commitments can be binding.

  Hansons is not a trustworthy company because they do not honor their own commitments (word).
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:05/19/2023

  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 had Hansons come out and install and replace every window in my home. This was done on May 8th, I contacted and submitted a service request for two problems that had occured.1. The contractors that installed my windows ripped on of my screens 2. One window will not stay up at all, it just slams back down. Hansons has refused to contact me and I have not heard back after two weeks. They claim there is a lifetime warranty but they will not contact the consumer after service requests are submitted. They explain it could be 5 business days, it's been 10. For spending ****** on windows I feel they should take better care of their customers. They even escalated this to management and nobody will contact me or they give me the run around. This is ridiculous, don't stand behind your products or warranties if you do nothing to help. I'm furious at the lack of communication, the workmanship, and the carelessness of the installation. This is not what 16k should have got me.

  

  Business Response

  Date: 05/23/2023

  We are sorry for the issues ,A service ticket has been issues and communication with MRS HAS BEEN DONE.

  5/16/2023 y   12:13:54 PM
  Support Ticket Submitted: MS called requesting follow up on order, informed MS we received pictures and T2 is working on getting SOW MS requesting a around about date for completions informed MS I would reach out for updates  
  we LOOK FORWARD  TO A SATISFACTORY COMPLETION ONCE SCHEDULED 

• Initial Complaint

  Date:04/17/2023

  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.

  Windows installed approximately 6 to 8 weeks ago. Screens were not installed and I cannot get anyone to call or schedule a date to complete the job.

  

  Business Response

  Date: 04/18/2023

  We are sorry for the lack of update regarding the production and delivery of the screes ,

  A priority message has been sent to the *************************** to alert to the eta .

  WE LOOK FORWARD TO A SATISFACTORY CONCLUSION 

• Initial Complaint

  Date:04/13/2023

  Type:Billing 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 March 28 hansons replaced my roof for which I was charged $11817 that included a **** check and **** financed they were supposed to remove the old roof, 2 skylights and an old furnace chimney. Then install a ridge vent and intake vents and reshingle the roof. They did not install the intake vents and charged me $320 for four new boards that they said were required. I was told by the installer that we would receive a credit for the unused material when I called ****** told me no credit that it was a package deal but I was never given the option to have the intake vents installed they choose not to install them. This was not part of the contract they were supposed to install them furthermore they did not use the boards they charged me for. I have pictures of all the materials not used. As they refuse to give me a credit I have not signed the adjusted financing and they have threatened legal action. I would like a billing adjustment of $1000 for the unused materials.

  

  Business Response

  Date: 04/13/2023

  essage: 2 things: 1. Your contract says "intake ventilation as needed". It was determined by the installers that intake ventilation was NOT needed and was therefore NOT installed. I will send a copy of your contract in just a minute. 2. As far as the wood, extra materials are taken to every job. You were only changed for the wood that was used. Once the job was complete, the materials that were not used are taken back to use on the next job. The additional charge for your job was appropriate and we cannot issue a refund or a discount. Please finalize the necessary documentation to avoid collection efforts. Thanks....

  Customer Answer

  Date: 04/13/2023

  [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:
  
  [1 if the installer had brought extra wood with them why did they leave when they had a job the next morning? 2 I was never allowed time to go over contract was told that if I didnt sign that night some of the discounts would not be applied.  The contract was read by the sales man and he said the installer would make the call on the wood but never mentioned the vents.You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  *************************

• Initial Complaint

  Date:03/25/2023

  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 have once again been told that the leaking windows have been prepared the week of March 19th 2023. ******** has been her numerous times assuring us they have found the problem and it has been resolved. Now today March 25th the windows are leaking again. Prior to the installation of the new windows from ******** there was never an issue so something they did or didn't do is the issue. I am at a loss for words on this and exhausted from the constant assurances that everything is fine and it never is. I have discussed this with several people in the construction business and the typical reply is that either the windows do not fit properly and need to be replaced (possibly a different type) or an awning of some type needs to be installed to shield the windows from the direct rain driven by the wind off of the lake. Hundreds of thousands of windows are installed/replaced all over the country in ever setting and climate imaginable and they do not leak. Perhaps ******** needs to have another company look at this problem and provide their opinion on what needs to be done to correct the issue. Please help us get this problem resolved once and for all, Thank You for your assistance.

  

  Business Response

  Date: 04/07/2023

  **************** is no longer the homeowner and the service is being processed via a warranty transfer to the new occupant .Thank you for your patience Tell us why here...

• Initial Complaint

  Date:03/23/2023

  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 have a lifetime guarantee on our windows purchased.They have been inoperable for 2 years now. We first waited on parts for a year.We have had multiple service techs come out either not having parts needed, having the wrong parts, replacing with the wrong parts and most recently damaging 3 large double hung windows in our living room in January 2023. I was told that the parts would be ordered and they were not. I had to once again call them to find that they were not ordered. They made me send pictures of the damages, which took up my time and I told them since the windows can't be opened or tilted you won't be able to see all the damage. I was told if they couldn't then they would schedule another inspection. I was also told I would hear back either way. I did not. It is now March and I had to seek them out again speaking with a supervisor. She made an appointment and told me they don't have all the parts once again so she would have to call back. She also did not. Another gal, ***** called, she was rude and because I knew what parts were needed I asked her to tell me what they were bringing, but she refused to stating they have it all. Well, in addition, since the last guy broke all the pins and chipped away parts of the window, the windows let in a lot of cold air because they don't close properly. I want compensation for the heat in my house lost. The windows also now constantly have moisture in them. I can't clean them because they don't operate. We have had multiple appointments cancelled in the past and yet again today. They called (NOT the primary line) this morning the day of to once again cancel and said we will get a call another time to re-schedule. They woke my grandkids up. We have taken time out of our schedule again and again. I wan't to be compensated with money and my windows and trim that were damaged to be fixed immediately.

  

  Business Response

  Date: 03/23/2023

  The service is scheduled for today 03/23/2023 we look forward to a satisfactory conclusion to the warranty issues 

  Regarding compensation there is nothing contractual regarding refunds for warranty issues or parts  scheduling delays .

  We appreciate the patience as we work through to a completion of service . Tell ** why here...

  Customer Answer

  Date: 03/23/2023

  [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:
  
  Your company once again cancelled todays appointment at the last minute and has not rescheduled it! I requested to speak to a manager. Funny because once again the excuse was they are in a meeting. I was promised a phone call before the end of today and that did not occur.

  Obviously, you can not readyour company technicians have broken our windows and they dont function now for two years. You cant get it right and keep damaging the windows and our home. You keep wasting our time and cancelling appointments at the last minute and say someone will call us to reschedule and that never happens! 
  

  Please send me the so called contract ASAP and yes this is not normal and Im entitled to compensation for the unnecessary stress, taking off work multiple times and causing my heat bill to rise because you broke the windows and caused damage. 
  

   
  
  Regards,
  
  ******/*************************

  

  Business Response

  Date: 04/26/2023

  W e are sorry for the issues of you 13-year-old contract. Windows are reordered, and we will advise as theeta is determinded to scghedule .

  Unfortunately, warranty service is not something that is compensated f for .

  we look forward to a satisfactory conclusion.

• Initial Complaint

  Date:03/20/2023

  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 previously had a compliant with ******** for not cleaning my gutters. I had to pay a company to clean them. In the midst of that, one of their roofers came out to check out my property, ***** to be exact. He stated the debris from the gutters applied pressure and made slight holes into the gutters. So, I had them filled out of my own money. However, the holes won't stay closed and I have various leaks because of the previous pressure from debris that ******** left. I just had a company come out and they are advising that my gutters now need to replaced. So, ******** should split the bill on that because of all the stuff left in my gutters.

  

  Business Response

  Date: 03/23/2023

  Normal Maintenace is required with gutters .Tell uhANAONS DOES NOT COMPENSATE FOR A HOMEOWNERS ISSUE WHEN WE DID NOT INSTALL THE GUTTERSs why here...

• Initial Complaint

  Date:03/17/2023

  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.

  Hansons installed a new roof for us several years ago. We discovered a leak in the roof several months ago that is now penetrating the inside of the house, in the pantry. There is black mold growing in the pantry and the material is disintegrating. We have called Hansons numerous times to address this issue. They have sent out repair crews on two separate occasions and they advised us (came in February and March 2023) that they could not do a repair until the weather improved. We have had numerous sunny days with no ice or snow in the affected are of the roof, yet they have failed to send out a repair crew to fix the problem. We have made many phone calls to Hansons to try and get someone to come out and repair the roof. The damage to the inside of the house is getting worse, black mold and destruction of the inside of the wall and floor.

  

  Business Response

  Date: 03/23/2023

  Wex are sorry for the delay A service has been confirmed 04/04/2023

  Per the contract resultant damage needs to be addressed with a claim to the home owners insurance asap .

  We look forward to the warranty service being completed  

  Customer Answer

  Date: 03/23/2023

  [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:
  
  While it is true that ******** responded and set a repair date, I am reluctant to close this complaint due to our experience with their follow up in the past. They have showed up with either no material, the incorrect material or not enough material to complete the needed repairs. It took them months to attend to the last complaint we had about our roof. They either didn't show up, showed up no material, or showed up with the wrong material. If they show up this time, weather permitting, with the correct material to fix the roof I will consider this complaint closed.
  Regards,
  
  *****************************

  Customer Answer

  Date: 04/26/2023

  They resolved the issue by showing up and doing the repair.

• Initial Complaint

  Date:03/13/2023

  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.

  Our windows were installed June of 2022.Our windows are already leaking. It took two months to get them out after I threatened a lawsuit. They have identified the issue with the window but have stated that they "Don't have approval" to make the repair. They have continued to state that they cannot make the repair even though it is clearly a warranty issue and clearly within the 50 year warranty that comes with the windows.

  

  Business Response

  Date: 03/23/2023

  We are sorry for the delays in your warranty service ,

  our service department has ordered the material to address the issue with the window.

  1800 hANSONS SATNDS BEHIND THEBWAARANTY AND LOOKS FORWARD TO A SATISFACTORY CONCLUSION us why here...

  Customer Answer

  Date: 03/24/2023

   

  
  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 issue was reported MONTHS ago. I can go pick up these strips anywhere. The technician onsite even said he is "awaiting approval to purchase the necessary materials". They have no lead time on the materials. This is an issue not only with my house but according to the technician, many houses. They are lying about the material ordering. They have refused to offer any sort of lead time or proof that they have ordered the necessary parts. 
  The lack of effort into this matter is shown from Hansons in their inability to give any information or even just use a spell check before responding. 
  
  Regards,

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

  

  Business Response

  Date: 06/28/2023

  Tell us 5/16/2023 ***********************;   8:54:17 AM
  Weather strip replaced on dining room DW
  [Customer Satisfied]
  
  5/10/2023 ************************;   5:00:01 PM
  Confirmed srvc w/ customer for 5/***** here...