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:12/05/2022
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.
Issue started back in Oct/Nov 2019. ******** installed windows in 2018. We started to get brown/black marks on the caulk that is in the corners of some of our windows in the winter of 2019. We also noticed we could no longer close our shades completely because our window frames were swelling. We called ********. They came out to assess, took pictures (as did I), & stated they couldn't work until the spring of 2020 due to the unpredictability of the weather & the temperatures needing to be a certain degree for everything to work. We were fine with this response. In spring of 2020, COVID hit & no one was working. Late spring 2020, we were hit by a hail storm & had to have siding & roofing replaced. We went with a different company. However, the brand new culutured rock that was installed on the front of my house is cracked in every corner of window on the front of my house. When the state began to return to work in the fall of 2020, I called about coming out to fix our windows. I had to call multiple times, and I was rerouted multiple times. They then proceeded to tell me that there was nothing wrong with my windows and the only repair I needed was for my kitchen bay window (which later I found out from a ******** employeee that these windows should never be sold in ********). This was incorrect information. Over the next two years (2020 - 2022) they have sent out several techs and maintenance managers. They finally recaulked all corners of my windows, but NEVER contacted me back about fixing my swollen window frames or fixing the discolored caulk that their poor workmanship caused. I keep getting the run around about fixing the cultured stone as they don't believe the windows are the issue (the manufacturere of the stone was even out to assess and stated it was the windows), and getting the run around about fixing my frames. I still cannot close my shades in some of my windows. They want me to make a homeowners claim which in the end will cost me MORE money.
Business Response
Date: 01/06/2023
Per the agreement "contract " Teany resultant damage is to be reported for expediting to the Home owners insurance co The contract also disclaims that drapery cannot be guaranteed to fit after fabrication of replacement.
Any warranty issues are in processus why here...
Customer Answer
Date: 01/17/2023
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:The window frame damage is a result of your company's negligent installation. The shades which no longer fit are due to the fact that your hired installers did not seal the corners of the windows. Your maintenance manager came into my home, poured water into the frame of the window and we both witnessed the corners leaking. He proceeded to then caulk the corners of the windows. This leakage swelled my window frames and leaked down the front of my house so now my shades no longer fit AND my new cultured rock is all cracked in EVERY corner of EVERY front window - it is not due to a change in window size, but a faulty installation. I gave ***** during COVID and after COVID when everyone returned to work, I now get the run around not to mention spoken to in a demeaning tone by ********* I should not have to make a homeowners claim since this is the fault of the company and their installation practices and NOT the fault of our ordering of windows. Every time I call in regard to the repair, they have the wrong repair written down. My kitchen window is always brought up. You also had a sales rep sell a window that shouldn't even be sold in the ***************** due to the weather. Now I have mold on my kitchen sill and window. Your very own technician told me about this style of window and how it shouldn't be sold. So not only was installation not done properly which caused damage, your sales rep sold me a product that clearly was going to have issues.
Regards,
*************************************Business Response
Date: 01/30/2023
We are sorry for the alleged issues ,We have serviced per warranty .
The windows are Energy Star Rated for the climate they are purchased in .
Regarding any alleged resultant damage , THE CONTARCT REQUIRES THE PURCHASER TO CLAIM ON THE HOMEOWNERS INSURANCE POLICY FOR INSPECTION AND TO BE VALIDATED .
Any claim approved will be subrogated for payment.
Tell us why here...
Initial Complaint
Date:12/05/2022
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.
Hansons was hired to install roof and gutters. The people Hansons used to do the work broke in the property. The excuse was they needed to use the utilities for their equipment. This was without my permission. The worker use a ladder approximately 35 feet high to get in a window go down the stairs and break a window to use my utilities. They also removed a chimney that I asked them not to without my consent. Also the refused to cover chimney of the property to prevent further damage. Then they did not cover the window they broke and now squirrels and other rodents can get in. Im requesting they replace the chimney and window, and discount me for the unauthorized utility use and day off workBusiness Response
Date: 12/13/2022
An agreement has been reached regarding the chimney as it was not on then contract that was signed.
A consideration has been given as a courtesy .Regarding the behavior of the crew that has been attended to internally Tell us why here...
Customer Answer
Date: 12/14/2022
[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:]
The company I just recently found out shingles the th
Regards,
*********************** because recently I sent a masonry company out . Only to find out that now Hansons also shingles the chimney and the company cant find it
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