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

  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:11/03/2023

  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.

  Our home was sided late September while we were out of town and the house looked very nice, but supplies was left in the driveway and the downspouts were left laying on the grass all around the house. The button-up seemed undone and I had questions about it. We go into our home to find that our gas stove is no longer working. We have to light the stove with a lighter. We can't use the oven at all. We also had no electricity to our bathroom and the light sconces to our driveway, which is right on the other side of the bathroom wall. We had communication with them a few times and initially, it seemed that they really wanted to rectify this situation and set up an electrician to come out. However, no one ever came to address these issues and only came to pick up the supplies. Everything has been the responsibility of another person, which makes it more frustrating. I sent photos, at their request, and still no action. The electrician they tried sending keeps canceling and we are still in the same situation. Now it feels like they just don't give a c*** about these issues. I'm sure that if this had happened to one of them, it would have been taken care of immediately. BUT we still have to pay the bill, right? At this point, we feel that we're going to be paying for junk. A review has not been done because there would be nothing nice to say. It would really be refreshing to be treated like we matter.

  

  Business Response

  Date: 11/16/2023

  We are sorry there were issues.

  Requests to contact ******* were made twice in October. With no response. A inspection has been set.

  We look forward to a satisfactory conclusion.

   

• Initial Complaint

  Date:11/01/2023

  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.

  I hired them to roof my home for $6300 not including permits which was an additional $210. I paid $2310 upfront which was 1/3rd of the bill and the payment for permits. After completion of the job per ******** many things were incomplete, including 1). fascia was left off the front right side all the way to the gutter. 2). The siding on the left side above the attic vent was not replaced after removal by them leaving exposed wood, and 3). the satellite dish was removed by ********, but left hanging by the wires on the back of the house (looks unprofessional and could damage siding or other aspects of property in the wind. Wind is reason I needed a new roof in the first place). I have many pictures to represent my dissatisfaction of the issues. They demand full payment daily even after many conversations about completion of the job. I have no problem paying the contractual amount and have the monies in a account, but ONLY after full completion of the job. Another bad faith situation is them sending a survey pushing for a positive rating on a daily basis as well. Need help uploading the oics of proof, thank you.

  

  Business Response

  Date: 11/16/2023

  Payment due upon "SUBSTANCIAL COMPLETION "per the contact that was signed. 

  no voice mail set up we have tried. 

  contact ******************* -----   ******************************** for and [prevent legal actions. 

  you are not responding to the texts and emails sent. 

• Initial Complaint

  Date:11/01/2023

  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 financed through hansons for window replacement. The total cost (including a yet to be scheduled gutter replacement job) was *********, loaned via greensky banking. They arrived on Friday, October 27, 2023 around 9:05 am. Around 11:25, one technician contacted a supervisor regarding a large bay window and bushes. The supervisor "*****", according to the technicians angry tyrade, implied the technician was calling to "leave and not finish the job". The entire rant is on video via security cameras. The technician is then recorded stomping, kicking, and snapping my bushes in anger. I did offer to trim or offered for them to trim said bushes and was told no, they would "figure it out". 1 technician is recorded offering to place a board of plywood ****************** and window to help push the bushes back and the other is recorded stating, "no, I don't give a fuck". Both technicians are then recorded tossing materials at a hanging planter and breaking said planter while doing so. I also was tasked with picking up screws, nails, and small scrap from my yard to keep my pets and children safe. Hansons is refusing to talk to me regarding this matter (call placed 10/30, 11/1, both times told the resolution department would reach out and I never recieved a call). On 11/1, the receptionist stated that per the contract, shrubs and **** damage is not covered via their company. However this was not just working shrub damage. This was malicious destruction of property. And it is all recorded on video via security camera from 2 different angles. I am happy to send said videos if desired.

  

  Business Response

  Date: 11/16/2023

  we are sorry an issue arose service is scheduled and a consideration for the issues as a refund is entered.

  we look forward to a satisfactory conclusion.

  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:10/27/2023

  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.

  So I agreed to have Hansons put a roof on my house. This is a insurance job from the tornado and hail damage on June 15 2023. I was told that it would price match what insurance was or willing to pay the sales rep went over the insurance info and all it included. I made it very clear no upgrades on roof. I was told I would get the special offers they are running . I had two different prices also asked multiple times for weeks for updated info . My insurance adjuster says they charging a project fee that insurance isn't willing to pay . I was never told or any info I recived said there was a project fee. There is a over a 4 thousand dollar difference. I also had damage to my concert side walk that is new only 60 days ago they took wood coast off for. But I also had no project management no communication evey time I called with questions or concerns someone new. It has been a horrible experience with them. I feel like they are taking advantage of cousmer. **** have been harassment with the final payment that I'm waiting for insurance to release. **** are telling me I need to finance the balance . Telling me they don't deal with insurance but have and had from day one. **** were made very clear this project was insurance not a personal choice to get a new roof. It was damage in tornado. I would like ****** to remove the extra fees they didn't disclose and give me the price I was told from the day I was with sales rep. **** changed the pricing.

  Customer Answer

  Date: 10/30/2023

  My main issue is when sales rep was at my home I was told total price was ****** then I would receive my discount there were running. Those discount were ****. And my total for project would be ******. **** are saying the opposite of what I was told with sales rep. **** did have to redo contract to remove windows that wasn't being done. I'm very disappointed in the customer service as well. Had many issues with getting emails and paperwork that I asked for or requested.  

  

  Business Response

  Date: 11/01/2023

  The contarct is with the complainant not an insurance co, Per the contract additional wood required and agreed to is added to the initial price,

  At this time the complainant is in breach and legal remedies are forthcoming we hope for a satisfactory conclusion

  Customer Answer

  Date: 11/02/2023

  I have asked for the price of shingles and they tell me they don't provide that. I don't understand that. Also have explained I'm waiting for insurance to close project out and issue me final payment.  Hansons is being very difficult and threatening wanting me to finance balance I will not do that. When I was told this wouldn't be a issue to get me to go with Hansons.  I'm not having no issues with other companies that doing work on payment or waiting for final payment they all new a ************ is insurance work. Tornado damage I also have reached out to state officials for help with this matter I'm very upset and don't understand at all. 

• Initial Complaint

  Date:10/25/2023

  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 have been trying to work with Hansons service department for 14 months. They did work on the exterior of my house and a few months later there was a hail storm. I filed a claim with my insurance and then reached out to Hansons so they could repair the hail damage to my house which included repairing things they had already replaced. It has been 14 months of the run around and times of no response. I am trying to get an estimate from them that covers the damaged items listed in my insurance claim. They have had the itemized info on the damage from my insurance for that entire time. They have requested that same estimate multiple times. It should not be this difficult to get an estimate for hail damage. I want to get an estimate for the hail damage repair so I can figure out if I need to reach back out to my insurance and get my house fixed. I paid them $100 last year to come out and look at the damage on my house and they have done almost nothing since then.

  

  Business Response

  Date: 11/01/2023

  Storm/Hail is not a warranty valid service. The windows are.  Ready to be scheduled and refusal has caused a breach of contract.

  The request for insurance re[pairs are noted but only based on schedule availability. A date was offered and refused.

  Customer Answer

  Date: 11/01/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20782180, 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 business provides a lifetime guarantee on my roof that is voided if anyone but them complete repair work. Repair work is needed because of the hail damage. I'm trying to get a quote to pay them for this work as I want to keep my lifetime guarantee intact. The roof was less than a year old when the hail storm occurred.
  
  
  
  Regards,
  
  
  
  ******* *******

• Initial Complaint

  Date:10/24/2023

  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.

  I have had good and bad experiences over the past two months dealing with Hansons. We got our roof redone and had zero issues. The team was polite and kind, and the roof looks great. However, we also got our gutters redone. There were a few areas of concern I had prior to signing a contract, that I was assured would be handled. 1. the current/old gutters were not pitched and water was pooling 2. the facia needed to be replaced in a small 2-foot section that wasn't loadbearing but was clearly rotted through 3. connect a gutter piece from the second floor to the first, so the water wasn't just emptying onto the first-story room. I was assured all these things would be taken care of, they would work perfectly and look great.Fast forward a few weeks, when the new gutters were installed and visually looked fine. However, they leak at every single seam. They are not pitched at all, water was still pooling and leaking over the sides, which now is getting behind my siding which wasn't happening before. The second story was not connected to the first, in fact, they made that worse by changing the angle the water was draining onto the roof, which pushed more water toward the siding on my house.We were able to get the team back out and they only addressed one section of the gutters, even though they were supposed to uninstall and reinstall every section to pitch them correctly and caulk them. The second story is still leaking and not pitched correctly. I don't even think they looked at the back of the house.It shouldn't take multiple visits to correctly install a product that you say you know how to install and sell to numerous customers. I have talked to probably 10 people at this point and no one seems to be able or willing to help us get the product we paid for to work correctly. I just want my gutters to work correctly without having to make multiple phone calls to get this corrected or having to do it myself.

  

  Business Response

  Date: 11/01/2023

  service has been rendered. regarding the warranty requests  

  Customer Answer

  Date: 11/01/2023

  [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:
  
  It's not a warranty issue if the products purchased have not been correctly installed. To date, I have had three visits to my home to remedy the situation. My concerns are due to the improper installation of your product, i.e. gutters, and their inability to work as required, which would be to collect water and direct it toward a downspout, rather than to allow it to pool and direct toward the facia board. Your response is **** and thoughtless. I have not received a phone call or communication from anyone to discuss my experience, and instead have been ignored, talked down to and dismissed when I have sought assistance. Why is requesting the product I am paying thousands of dollars for to work properly something that has taken minimally three visits to correctly install, and is something that is dismissed without a second thought? An improper installation is NOT the same as a warranty defect. I do not appreciate being dismissed in my multiple attempts to talk to someone about this problem, which is why I filed a complaint. Clearly you do not care about your customers once they've signed a contact and/or paid money for your product. 
  
  I encourage you to do better and take the time to find out why someone has filed a complaint. 
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 01/24/2024

  We have taken note of your concerns. And have alerted our teams Thank you. 

• Initial Complaint

  Date:10/11/2023

  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 February 2023 an ice storm tore the siding off the side of my home. It was caused because a limb fell on the wires that run from the power pole across the street that in turn attach to my house. Hansons had run a defunct telephone wire up the wall inside the siding, then through the siding and attached it to the other power lines. I called and the said it was not covered under warranty. So I checked with my insurance company and they would cover all but ******* because of my deductible. The total due was paid to Hansons in April. I am still waiting for the repair to be done. They keep scheduling installation and canceling. As of today they are saying because of rain in my area I am on the schedule for next Thursday Oct. 19th! I will believe it when I see it! It has been 6 months since I paid for the labor and materials!

  

  Business Response

  Date: 10/12/2023

  We are sorry for the issues you are claiming We are scheduled for 10/19/2023 8am -12 noon weather pending.

  We look forward to a satisfactory conclusion.

  Customer Answer

  Date: 10/12/2023

  [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 reserve the right to keep this claim open until such time the repair has been completed. The "weather permitting " clause has allowed them 6 months to schedule and reschedule!! This is ******** and they wasted many months of good weather.
  
  Regards,
  
  *********************

  Customer Answer

  Date: 11/04/2023

  On Oct 16, 2023 Hansons arrived at my home, even though it was not the date I was told they would arrive. I was happy that finally my siding was going to be fixed! However, the contractors informed me the siding the had been given did not match my house! I needed Dutch lap style and the siding they brought was straight typical siding. The contractors were very nice and did fix the facia that also had been damaged in the storm. They also removed the siding that had been hanging and banging against the side of my house since Feb 2023! I have called twice since this incident! All I am being told is it is too soon to have any update and they will let me know when they have info! I am extremely frustrated! Please help and let me know what else I can do!

  Customer Answer

  Date: 11/30/2023

  On Nov. 9, 2023 I called Hansons to inquire about my siding repair status. I was informed that the new siding had just been received that day. I was informed that the contractors would be contacting me to set up an install date. I still have not heard anything!!

  

  Business Response

  Date: 01/24/2024

  We are sorry for the delay as you are aware the scheduled. Service "weather pending. Will be completed. We look forward to a satisfactory conclusion.   

• Initial Complaint

  Date:10/06/2023

  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.

  Salesman *********************** calculated a ****** monthly payment to cover the cost of repairing my garage. The final payment came out to be ****** per month. The increase in payment is nearly 84%, which is completely out of my budget. This was explained to salesman *********************** when he visited my home. When my mother *********************** asked **** why the payment went up so dramatically, he replied:"it's the bank's fault. My name is ***********************, not *********************." HUH ????? **** later claimed to have a meeting with his manager to address the situation. That was at least three days ago. Further, **************** informed us that we HAVE to sign the contract. AGAIN - HUH ????? THERE IS NO ACCOUNTABILITY HERE, NO MINDFULNESS AND NOTHING THAT RESEMBLES CUSTOMER SERVICE OR EVEN COMMON COURTESY, ONLY THE SINGLE-MINDED DRIVE TO GET PAID.

  

  Business Response

  Date: 10/12/2023

  we are sorry the response was not forthcoming. From the representative.

  Credit plans and the decision rests with the ******* and unfortunately the plan requested was unavailable.

  We would not want any pressure to our customers as such the order has been cancelled. Thank you.

   

   

  Customer Answer

  Date: 10/16/2023

  [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:
  
  Hansons had financing drafted for me - in addition to the loan with *********** - that was never disclosed to me at all. How could Hansons have paper on me and not tell me about it ????? SCAM !!!!!
  
  Regards,
  
  *********************

• Initial Complaint

  Date:10/06/2023

  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.

  My complaint is with Handsome windows. The top part of my new windows have condensation in the early mornings. Never had this before with my old windows. I did what they said to do to stop the condensation, it did not work. I try calling but no resolve.

  

  Business Response

  Date: 10/12/2023

  We have had conversation with the issue.

  9/12/2023 ***************************;   9:45:05 AM
  Mrs ****** and stated her window are fogging up informend Mrs this may be condinsation sent Mrs the email for the possiabilty of condinsation 

   

   

  The new windows are extremely insulated. With the change in weather the humidifier needs to be adjusted down. Also, ventilation is required.

  An example a car window has condensation Solution open a window for ventilation to offset the high humidity. The new windows are working as designed.

   

   

   

• Initial Complaint

  Date:09/27/2023

  Type:Sales and Advertising 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.

  In May we had 1-800 Hansons come out and replace the gutters, wrote a check to fix that. They had cut the skirting off the gutter, and now are refusing to replace the skirting that was in great shape. They said it was the roofers jobs to come out and install that. We had a roofer come out, and they said it was the gutters peoples job not to cut that off. So now we have called them 9/26 they were supposed to come out, they didnt me. My daughter in law had scheduled them to come out on 9/27, they didnt. Allegedly they said 9/28 they will come out. we just want the product fixed, at their error and no additional cost to us.

  

  Business Response

  Date: 09/28/2023

  We are sorry for the claim of an issue. An inspection and or service is scheduled 09/28/2023 we look forward to a satisfactory conclusion.