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

  387 W Dussel Dr Maumee, OH 43537-1632

  
• 

  1-800-HANSONS

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

  
• 

  Hansons Window & Siding

  5715 F St Omaha, NE 68117-2822

  
• 

  1-800 Hansons

  1220 Capital Dr SW Cedar Rapids, IA 52404-8974

  

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:12/25/2023

  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.

  *************************************************************************************************************************************************************************************************************** I paid $29,000 mto repllace 11 windows and one patio door on 6/29/23. I have had nothing but trounle. The complaint I want to file with the BBB is in regards to my patios door. I had a perfectly working door. The sales representation told me I needed to replace the door with their "more energy efficient door." I showed him to dog door panel that was present and told him the door needed to accomidate that. He assured me that the new door would allow for the dor door panel. When the door finally came( after they had to reorder it), it did not accomidate the dor door. I bought a new door door to ry to fix the problem. WHen it became codl out, it became evident that there was a nearly one inch gap between the sliding glass doors that wind, air, and cold blew through. My living room was 60 degrees when the house heat was set at 70. I notified ******** and they sent a service representative out. Their response to me was that "this is your problem" and they would not fix it. I now have an expensive sliding glass door that will not seal. I have temporarily solved it by putting foam in the crack. I believe that ******** should be responsibile for this problem as I told the sales rep that I used a dog door and he assured me that the new door would accomidate that and be "more energy efficient." Instead I got a one inch direct communication with the out of doors between the sliders.Possible solutions include refunding my money, replacing the curren tdoor wiht a ******** product that will seal, or ******** paying for me to **** someone to install a dog door in the adjacent wall of my house.

  

  Business Response

  Date: 01/16/2024

  SERVICE WAS COMPLETED AND THE DOGGY DOOR IS NOT INSTALLED BY ******'s AND NOT WARRANTIED 

  Customer Answer

  Date: 01/16/2024

  
  
  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:

  No one is asking them to commetn on or cover the doggie door. The problem is that their door will not close with the doggie  door inplace and I made it clear to the Hansens' installers that I needed to keep a doggie door inserted next to the door. He told me the new door would work just fine with the doggie door which is grossdly incorrect.

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

• Initial Complaint

  Date:12/18/2023

  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.

  Several weeks ago i ordered a sliding glass door from 1 800 Hansons, and applied for credit to purchase it. After thinking about it for a few weeks, we decided that we could not afford the window, and did n ot want to put the window on credit, so called 1 800 Hansons to cancel the order. They are telling me that it can not be cancelled because the the door is made and going to be delivered in 6 weeks. I informed them that I got an email this morning saying it was still 8 - 10 weeks before it would be installed. When I tried to speak to someone about it, they did nothing but argue with me about the email and refused to let me speak to a manager, so I called back and asked to speak to a manager directly. After waiting for nearly 15 minutes, a different employee also told me I could not cancel it, and instead of trying to find a solution, just started threatening me. I do not have the money to buy a $6000 window, and never signed any paperwork from the loan company, so I am not sure why i can not cancel my order, especially if is is still 10 weeks before the time it is supposed to be done and installed. No one ever told me when we ordered the window, that I could not cancel the or I would have never ordered it that day. Please help

  

  Business Response

  Date: 01/02/2024

  We are sorry for the issues, But the door is ordered, and financing approved we dispute that a manager did not speak in regards.

  The cancellation period is 3 business days from the day you Signed the contract. 

  Please be aware of the breach of contract conditions in your order. 

• Initial Complaint

  Date:12/03/2023

  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.

  First of all they took over 15 months to complete the project. 1st issue.They also removed the siding off of my house when they were supposed to do the detached garage. They did correct the house. Then they put the wrong size of siding on the garage. They told me they will not fix it because I received new siding on my house. There was nothing wrong with the house and I feel I had a better product prior to the mistake.2nd issue.They installed the rain gutters to where the water will not drain.3rd issue Removed all light fixtures and didn't reinstall. Now they are missing.4th issue.They damaged the new windows during the siding install.5th issue.They would schedule days and not show up or call. I have multiple missed days from work witch cost me thousands.

  

  Business Response

  Date: 01/02/2024

  We are sorry for the issues; at this time the installation is completed and look forward to many years of satisfaction

• Initial Complaint

  Date:12/01/2023

  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.

  April 2022 there was a storm that damaged the screen to the lower level exterior sliding patio door. At that time ****** *********************************************** inspector told me the entire composite door would need to be replaced at a cost of $5,000. I paid half down and waited for a year for the door to be shipped and the job to be scheduled. The door was replaced incorrectly and as a result, the door wouldn't close and latch properly. The inspector from ****** *********************************************** said that the door would need to be replaced unless the screen could be adjusted to level the screen to match the sliding door. It took another seven months for the screen to come in, however, that screen was the wrong color and the wrong size. When the correct screen in the correct color came in, the inspector tried to install and level, however, when opening, the door fell right out onto the patio cement. Now the inspector confirms that the composite door and screen will need to be taken out again and be reinstalled to be level. However, as it is now winter in ************, he recommends that it be scheduled for next spring. All this time I have been receiving phone calls from ***** ****** demanding that I make full payment. I explained that I would not be paying in full for a job not completed, as there would be no guarantee of final completion if final payment were made prior to final completion. I am now requesting that I receive a response from ****** *********************************************** in writing to do the job and do it right prior to full payment. At that time I will gladly pay. Thank you for your attention to this matter.

  

  Business Response

  Date: 01/17/2024

  Hansons wants to expedite the service. The payment per contract is due on substantial completion .

  As the door is not exposed and has a structure overhead the warranty service should occur Now! Neglecting or not allowing Maintenace could cause a voided warranty. We look forward to an amicable resolution. 

• Initial Complaint

  Date:11/22/2023

  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.

  April 2023 signed a contract. To replace our windows and came out but didnt have the correct measurements. Came out a second time and once again didnt have a the correct measurement for my bay window that was August. And now in December wants to install the windows. We have been telling we didnt want the windows since May. They wont let us out of the contract.

  

  Business Response

  Date: 11/29/2023

  Breach of contract will cause legal ramifications. 

  We are attempting to reach you to schedule. 

  Please reach out to schedule 

  Wea rte sorry for the delays and look forward to a satisfactory comnclusion

  Customer Answer

  Date: 11/29/2023

  [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 unsatisfactory to me but they do not want to just let us out of this contract. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. 

  Regards,

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

• Initial Complaint

  Date:11/22/2023

  Type:Customer Service 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.

  In Aug on the 29th I took a home equity loan on my house to pay for roof repairs. In September they gave several different days that a crew would be out to replace ******* when they first contracted me they saidI the materials were there waiting to be checked by them and to schedule a time to do the installation a crew showed up about first week in October only to discover the materials hadnt been delivered the materials finally came in on first week of November they set an installation date of November 6 the materials that came were out in the weather getting rained on . Ive called several times to get an installation date they said they were trying to schedule a crew the loan I applied for is only good till December 20th basically Ive waited 3 months still no installation date

  

  Business Response

  Date: 11/29/2023

  We are sorry for the delay a skill shortage has been the cause.

  We have communicated and will schedule soon. 

  Thank you we look forward to a satisfactory conclusion 

• Initial Complaint

  Date:11/21/2023

  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.

  Our experience with Hansons starts in December 2021 when we called and got quoted $38,000 for our project. We ended up getting a second quote in December 2022 for $51,000, a 25% increase. The contractor was going to start our project in March, but then delayed until May. They were here for a week, then left, leaving our project unfinished and framing wood exposed. The installers also left nails and pieces of cut aluminum all over my yard where my children play. Hansons did not update us on the delay until July, and I had to call them to find out why they were not completing the project. I also asked for someone to look over the project prior to completion, as we already had installed pieces coming off and many areas that were incorrectly installed. The person they sent found many issues, and told me they would be resolved by the installers. The installers did not come back for two more months. In September, they finally came to finish the job, but they broke or lost a few things that I had to replace. Despite the inspector that Hansons sent, the installers left having only fixed a couple of the issues.Due to the poor quality of this installation, I have also had to have several service calls to fix various problems before this project has been completed. They have been out here even in October.I am not proud of my house. There are many gaps and areas where they cut corners. I have been patient for over eleven months now, and I have tried to give the company an opportunity to make things right. However, I have not been heard despite my multiple calls and attempts. We are almost a year into this project, and we are still trying to get these issues resolved. And the refund I'm asking for is a total price of $35,000, just under what they quoted me the year prior. They claim to not understand where I am getting that number, and rather than accepting responsibility for their installers, they are doing everything they can to avoid giving me any kind of refund.

  

  Business Response

  Date: 11/29/2023

  we are sorry for the issues.

  A message was left 11/28/2023 to set service appointment. Please respond.  

  we look forward to a satisfactory conclusion.

   

• Initial Complaint

  Date:11/15/2023

  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.

  In May 2023 ordered a shower from 1-800-Hansons. We were told it would be a 1 to 2 day job. In August 2023 they came out worked for 2 days to put in the shower. There were a number of problems with the installation, one there is a ***** in the trim and not ******* round on the bottom of the shower. The installer after coming out 3 more times said he was done on his side and left. After conversations the company has scheduled 3-4 times to come out and fix the ***** and the shower is dripping. Each time the company cancelled and the last time said they didn't know when they would be scheduling to fix the problems. It's also interesting that after each time the contractor came out, I would get an email wanting me to sign off that the project was done, which I have not.

  

  Business Response

  Date: 11/29/2023

  We are. Sorry for the delay in service. a message was left.  scanned BCI service *** to file for side panel
  T669316
  
  
  11/22/2023 *****************************;   12:48:47 PM
  Called and left vm for customer providing update on parts ordered.

  we look forward to a satisfactory conclusion

  Customer Answer

  Date: 11/30/2023

  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:
  
  Hansons have said they have ordered what they need. The one to two day job has taken over 3 months and its still not done 
  
  Regards,
  
  *************

• Initial Complaint

  Date:11/09/2023

  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 September 29th we had ******** from 1-800 Hansons out to give us a quote for 10 new windows in our home. We accepted the quote that day and we were verbally told by ******** someone from the office would be calling in 4-6 weeks to set up our installation date. It is now 1 day shy of 6 weeks (November 9th) and I decided to call the **************** number to ask about our installation date. A was able to speak with a manger who informed me that ******** had left so many unanswered questions on my account that the order was never submitted (why would no one from the office call me, or ********?). Now they are backed up with the Holiday season approaching and I was told our installation date would now be another **** weeks. I was disappointed hearing about how unorganized the company was, I requested to cancel. The manager then informed me that I would be subject to a penalty. When speaking with ******** via text message, she informed me that I actually have NO contract. How can I be charged a penalty for simply not wanting a service (given the order was never made) if no contract was signed?

  

  Business Response

  Date: 11/16/2023

  The response from our team YOU DONT HAVE A CONTRACT. WAS DUE TO THE REQUEST TO CANCEL.

  DUE TO CHANGES A REFUSAL OF A COURTESY DISCOUNT IT IS CANCELED." 

  Customer Answer

  Date: 11/16/2023

  [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:11/08/2023

  Type:Sales and Advertising 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 house roof was damaged by a tornado and we had the insurance company fix the small section damaged. The contractor that fixed it informed us the roof vents were not installed correctly. We called ****** they inspected them agreed they were not right but refused to correct and said we voided our warranty by letting the insurance company contactor touch our roof. We want the work done correctly by ******. This is not warranty work it is correction ti improperly done work. Had we not had work done we would never had known

  

  Business Response

  Date: 11/16/2023

  Due to our inspection damage occurred due to storm a independent contractor repaired a large area the roof Hansons installed. 

  All contractors and insurance **** are aware if a repair is done to a roof under warranty, It should be completed by the original co.

   

  Customer Answer

  Date: 11/17/2023

  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:
  
  We did have storm damage to a section of our roof.  Our insurance adjuster provided us with a vendor to fix the damage.  While the contractor was fixing the section of the roof, they informed us that ****** had installed the roof ridge vents were installed incorrectly.  Had we not had this contractor do this work, we would have never known the work was done incorrectly.  Ultimately, due to the improper installation of the ridge vents, we were told this would cause significant damage to our new singles and that some of them are already showing excessive wear.

  We then called ****** to report this and ask them to correct the mistake.  They told us because we had another contractor work on a section of our roof, our warranty was voided.  But we are not asking them to do "Warranty" work.  We are asking them to correct work that was done wrong.  ****** sent someone to our house to inspect and confirmed the roof vents were installed incorrectly.  ****** subcontracts out work.  The subcontractor did the installation WRONG!  They should be responsible for doing the professional work correctly!  

  In response to the voiding of our warranty.  My insurance agent, adjuster, and contractor, all said they have never heard of a company voiding warranty for another company doing damage repair.  They have been in the business for 20+ years and have never heard of a company voiding a warranty for another company doing damage repair.  They didn't inform us of this risk, because they said it has not happened before in the history of their career.  BUT AGAIN, THIS REQUEST ISN'T FOR WARRANTY WORK -- I WANT ****** TO DO THE WORK RIGHT AND FIX THEIR MISTAKE.  They can also choose to compensate us, so we can hire a contractor to come and FIX the issue.  

  It was lucky on our part that we had a contractor look at the roof to avoid our $25,000 new roof from being ruined due to the ridge vents being improperly installed.  We have 30 yrs shingles and the contractor told us that our shingles would be destroyed in 5 years if we don't have proper ventilation.

  I can get a statement from our Insurance Adjuster and the Roof contract that repaired a small section of our roof.  They will both validate that ****** installed our roof ventilation incorrectly.  ****** inspector also told my husband the vents were installed incorrectly but would not be repaired.  The ****** Vice President we spoke to said, "Go ahead and get a lawyer.  We have a lot of lawyers."  They will not stand behind their work and don't care that it was done incorrectly.  They just keep saying - "You voided your warranty".  

  We just want the professional installation work that we paid for.  We are not asking for "warranty" work.  They didn't do the job correctly and now they should come back to fix it!!!

  Please reach out to me if you need additional information.
  
  Regards,
  
  *************************

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

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

  Customer Answer

  Date: 11/17/2023

  Below is the information I received from my Insurance adjuster.  In his experience, this is what he has seen done.  

  ONCE AGAIN, I AM ASKING FOR ****** TO DO THE WORK RIGHT.  THIS ISN'T A WARRANTY JOB, IT IS FIXING WORK THAT WAS DONE INCORRECTLY.  

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

  Hello,
  It is my understanding that when the roof needs an emergency repair. The portion of the roof repaired by a different company will be under warranty by the new contractor. For example, if contractor A replaced your whole roof would warranty their work. Then if you have contractor B repair or replace a section of the roof. Contractor B would warranty the section repaired and contractor A would warranty the rest of the roof for their work.
  
  *********************
  Senior Adjuster | *********************
  P.O. Box ***** *******, ** *****
  P:************ | C: ************ | F: ************
  
  Visit our website: FarmBureauInsurance.com