Complaints

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:08/15/2024

  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 reach out to company about getting my air ducts cleaned out, When tech came he said i had water in some trap once he left my AC was no longer working when it has never shut off before i only called because the air wasnt reaching my attic no they say for them to fix it i have to pay them but it was working just fine before they got there

  

  Business Response

  Date: 08/20/2024

  Hi Naki. I am sorry that you are not satisfied with your visit on 08/14/2024.  I see that the general manager reached out to you the same day to further assist and was unable to speak with you or leave a voicemail. Our technicians would not be able to make any repairs to your unit or preform any service free of charge. If you would like us to go back out and provide a service to your unit I would be more than happy to get our dispatch team to reach out and get your scheduled, ASAP. 

• Initial Complaint

  Date:08/05/2024

  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.

  Back in late 2021, I had bought a completely new HVAC system at the recommendation of Hansen Super Tech HVAC company.After getting the $10,000 costs plus installation approved for financing, they installed the unit. Then during a 6 month routine inspection, they discovered an air duct leak, which cost me an additional $2,500 to seal. Now, since April 2023, I have been trying to get a tech to come and inspect and perform maintenance on my unit.Two weeks ago I called again to schedule an inspection and maintenance appointment. I was told they wouldn't have anything available until 30 Oct 2024. That would make it almost 18 months I've been trying to have someone inspect and maintain my unit.Now, today (3 Aug 2024), the unit has completely ceased functioning properly. I've filled out their form on their "Contact Us" portion of their website and actually did manage to speak to their After Hours On-Call person. So far....no one has returned my calls. My HVAC system is still under their 10 year warranty, and I'm fearful that if I have someone else repair it, they will cease to honor their warranty.

  

  Business Response

  Date: 08/08/2024

  Hi ****************, hope this message finds you well. I see that we serviced you on 08/04/2024 and have you scheduled again for 10/30/2024. If you need another appointment before then, please let me know and I will make sure we get you on the boards, ASAP. 

• Initial Complaint

  Date:07/30/2024

  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.

  Hansen came out on 7/29/2024 at 8 am and initiated a diagnostic for the ac unit . My air was working it was just cutting off before its set temp but always came back on. Upon **** leaving my home I heard my ac unit cut off before he came down from the attic and it hasnt cut back on my temp in my home is currently 84 degrees it hasnt gotten over 76 before they came . He cut off something in the attic and its nothing he can tell me requested someone come out and do a diagnostic. **** came out and when up to the attic , "drain needs to be unclogged and it'll be $242 to repair " I advised him that Thursday would be a good time to come back out and repair . before calling Hansen ac service our air was coming on and cooling it just wasn't cooling like it normally has been On occasions the ac would cut off before reaching its set temp but it always came back on NEVER STAYED OFFAND TEMP NEVER GOT HIGHER THAN 76 degrees. App while **** was in my home the air was on , mysteriously when I denied getting services done today it stopped working and never cut back on . after several hours I called back letting them know hey maybe he flipped a switch or something but now my air is not coming back on , Everyone wants to pass the message to someone else and call and make it seem as if I'm dumb but im definitely not . no one came back out and I am taking further actions about my ac . If you know like I know you would not even use Hansen as a last resort . if I could give them 0 stars I would they don't deserve one . full of scammers and money hungry workers .

  

  Business Response

  Date: 08/08/2024

  Hi ********. I am more than happy to assist, however, we do not have any one by your name, or with your address and telephone number in our system. If you could let me know if it is possible that the account may be under another name, we can get this resolved ASAP. Thank you! 

  Customer Answer

  Date: 08/08/2024

  *************************** called and set the appointment and I was added on as a secondary contact because someone had to be home for a technician to come out . ********** ********** both numbers were used for Hansen 

  

  Business Response

  Date: 08/20/2024

  Thank you for that clarification. Upon checking the account I see that we reached out to ****** on 07/30/2024, the day after the initial service, to get our techs back out there to which he responded that he did not need us to come back out because the issue ended up being that the breaker and been accidentally shut off and nothing else. 

• Initial Complaint

  Date:05/06/2024

  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 brand new unit put in June 22nd 2023 .Every 4th day after that they were back at our home with one issue after another freon leaks ,A frame replaced ,main line leaking ,i have all info to much send to Finally October 2023 after they couldnt get outside unit together they replaced it ? November 2023 fan was knocking outside they replaced it .Now we are in May of 2024 ********** again replacing A frame ,they took fan off to chk for freon leak now its we have issues with that .Its just been awful over 20 service techs in our home ? Yes they have made system run but I dont feel its a new system after all the welding and doctoring they have done .I shouldnt have to call for repairs at all if its a new system .They never gave us a discount for this or anything ,I do not want another summer like last year calling every 4 days .I do have copies of all work done on this new system .I am lost for words .

  

  Business Response

  Date: 05/23/2024

  Hi ********************. I completely understand the frustration. Please allow me to look further into all the services and work done on the system and come to a resolution that will work for everyone. I appreciate your patience.  

   

• Initial Complaint

  Date:01/16/2024

  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.

  Tech came out to fix thermostat cut a bunch of wires inside and out. Caused our unit to stop working. Then refused to send anyone out to fix it.

  

  Business Response

  Date: 01/30/2024

  Hi ******************. I am very sorry to hear about your experience. I am looking into this with the local management and will get back to you ASAP. If there is anything else you can provide to me, please do not hesitate to provide it here. 

• Initial Complaint

  Date:09/22/2023

  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.

  April 16, 2023 Hansen came out to check the air conditioner which was not cooling. We were told by *** and ***** that it was better to get a completely new system because ours was a few months from being 15yrs old, our system wasn't big enough for our house to properly cool, and if we just paid to fix our current system it would go bad in about a year. So we opted to replace the system. They offered 10yr parts, labor and maintenance with our system. One of the main problems was that the ductwork was leaking from condensation in the attic especially around the system in the closet in the house. The wood was rotten from moisture. We were assured that all of that would be replaced including the ducts. *** told us that our ducts were too small and all of that would be replaced. After reading the estimate before signing I realized that noting was mentioned about the duct work being replaced. So Geo changed the estimate to include the duct work. After changing the estimate and me signing he went to his truck and then came back and said the ipad was not working properly because of the signal and I needed to sign again. So I signed again. Fast forward to 9/22/23 Hansen came out for a service call because one side of the house is still not cooling properly and the outside system is making a loud noise. **** came out and told me that the ducts are leaking air into the attic and I need a new compressor. I told him that they replaced the ducts and the compressor with the new system and he said no they didn't replace the ducts, they just cleaned them and the condensers have been going bad alot from their current manufacturer. He called and spoke with ***** and some other female manager over him and they both said it was not in the agreement to replace the ducts. **** explained that I have 3 different emails of the agreement from that day. Their response was my $13K system would have been $25K if the ducts had been included. I feel that they changed the estimate.

  

  Business Response

  Date: 09/26/2023

  Hi ******. I will be connecting with the local office to get additional information and we will be in contact with you withing ***** hours. 

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20643042
  
  I am rejecting this response because: Hansen still has work to finish at my house. Im trying to be patient but I am utterly dissatisfied with the quality of work even after this complaint. At this point I just want things fixed properly. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/17/2023

  Hi ******. Upon speaking with the general manager, she confirmed we did not sell your a duct replacement and instead provided you a duct cleaning, free of charge. I am more than happy to get with local management and see what can be done as far as a discount to do a duct replacement for you. 

  Customer Answer

  Date: 10/30/2023

   
  Complaint: 20643042
  
  I am rejecting this response because: Hansen has still left my air conditioner system, that they replaced after 5 months of installing the new system, looking homemade. Theyve patched things inside and outside and left them looking tacky. Someone came back and patched them even more and it looks ridiculous. At this point I just want what was done completed correctly. It did not look like this before they came to replace the line that was leaking. I now have a hole in my siding thats poorly patched with yellow foam visible on the outside of my siding as well as coming out of the ground. I also have a sunken poorly patched ceiling around the air conditioner in the closet in the house where the air conditioner is stationed. Please and pretty please just get these problems fixed so I can be done with this. There shouldnt have been a problem and I didnt anticipate having ANY problems so soon after replacing the whole system, $13,000 worth of work. I didnt have these many problems in the total 15yrs of having my other system that was replaced! 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/14/2023

  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 a brand new ac system, inside, outside and complete duct work installed by Hansen air and spent over $15,000. Since then they had to come out over 20 times and can not get my house cold. They replace parts, add vents, remove vents.... By now they told me there is nothing else they can do unless I buy a split unit from them to keep my garage cold. They should have explained all of this to me before they replaced everything. I feel that they took advantage of me when they sold me the system and made promises they did not keep. I am living on disability, raising a two year old autistic granddaughter and can not afford to spend any more money. But I do need my ac to work how it's supposed to. I turn my thermostat to 70 degrees and throughout the day the temperature in the house gets to 79 degrees. I would like to get a refund and have them get all their stuff so I can start fresh with another company. This has been going on for about a year and have have been to my house over 20 times.

  

  Business Response

  Date: 08/14/2023

  Hi *******, 

  I see that we installed your unit back in 2021 and have serviced it a few times. I have connected with local management to get further details about the problems you have been facing and either myself or them will connect with you within the next 24 hours. 

  Customer Answer

  Date: 08/16/2023

  The new system was installed on December 10, 2021 for $13,800 with a 10 year warranty. They added outlets in the garage in March 2022 for an additional $1,200.

  Customer Answer

  Date: 08/18/2023

   
  Complaint: 20460007
  
  I am rejecting this response because:

  Every time they come out trying to fix it a new problem comes up. After about 30 attempts to get my house cold I really don't want them to come back and cut more holes, add more vents, close off vents for the next person to reopen them again. I feel they mislead me to sell me a new system.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/07/2023

  Hi *******. Upon speaking with local management they informed me that they have done all then could to get the current unit to properly cool but it is undersized and the only solution would be to upsize. I have advised management to reach out to you to explain the process and what that will look like. 

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20460007
  
  I am rejecting this response because:

  They were aware of the size of my house when they sold me the unit and kept saying that it is actually bigger than what I would need.  Hansen passes the blame from one thing to another. I do not want them to do anything else to my house, they came way too many times already. I lost trust in whatever they tell me I need by now 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/03/2023

  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 I would to state I'm a Disabled Veteran on a pension, and my wife is recovering from a stroke, so our funds are very limited. 10 months ago I spent over $18,000 on a brand new HVAC system for my home from this company. Everything is brand new. Due to the cost the company financed if thru ***** Fargo, costing me $300 a month. Since the beginning of summer the unit has failed constantly. We enjoy keeping our temperature between 71 & 73 degrees, which the unit fails to maintain, if we set the temp at 73 the lowest it gets is 75 causing the unit to run constantly. Thus running our power bill, that used to average $175/200 a month with the previous unit that we were told by the company rep needed to be replaced. To now costing us upwards of $350/400 per month now. the company has been here 5 times so far this year, and thats not counting the 3 no-shows. I can't call another company for fear of voiding my warranty.

  

  Business Response

  Date: 08/10/2023

  *******, 

  I am so sorry that this has been your experience with Hansen Air, as we pride ourselves on 100% customer satisfaction. I have reached out to local management to get a tech out to the property ASAP to service the unit and will be working with them to further rectify the situation. Again, I am terribly sorry for this inconvenience. You will be hearing from the local office very soon! 

• Initial Complaint

  Date:05/03/2023

  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.

  Hansen was hired to deliver and install an electric generator in 2021. They did deliver, but only partially installed. The tech left the house, leaving the owners manual on the front porch and never spoke to **. The generator would not start. Thinking it needed a battery, I contacted the company I purchased it from. The battery did come with the unit. I was told by a Hansen representative that the installer walked off the job/quit the company that day. I had to hire another company to complete the installation. I did not hear from Hansen again until October 2022 when receiving a bill for the complete installation of $3700. My attempts to reduce the bill with Hansen have been unsuccessful. I do not understand why it takes a company over a year to send me an invoice; especially for services that were not completed. Further, I don't understand why we could not have come to some reduced agreement. I do agree that the generator was delivered, and was partially installed. However, it is not reasonable for me to pay for two installations of the same unit.Thank you,

  

  Business Response

  Date: 05/19/2023

  She got an estimate in House Call Pro for us to install a customer provided ****** and ******** generator for $3700.
  
  
  09/13/2021 - She called to confirm the estimate and schedule the job.
  09/17/2021 - Generator was dropped off
  09/19/2021 - Original scheduled install date but unable to complete due to rain (resched)
  09/29/2021 - Install date- tech notes were: Completed install but Gen did not start. May need new control board ****** ******* was the install technician and he did have POOR communication skills and never advised office the generator was not working nor did he advise the customer**
  
  
  Unsure of date (call not recorded)- customer returned a call stating that the generator was not working and needed someone back out. We do not warranty customer supplied equipment, so advised customer of those details and if issue was with the generator there will be additional charges, scheduled a follow up call for 10/27/2021- 
  
  
  10/22/2021- Customer called back to the office and expressed her concerns about the install. She verified the install was complete, that she got with her cousin, ***********************, and he stated it was just missing a battery. She canceled the follow up appointment, I offered to have our guys go evaluate total installation, at no charge, after he installed the battery. Customer refused. I finally got her to agree to follow up with us, via phone call, after her cousin installed the battery, just to make sure the generator was in working order. Conversation ended well with laughter and it has been no contact since. 
  
  
  Her phone number is all we've had on file so no way to send an invoice but paper mail, which has been done on several occasions, as well as MANY MANY phone call attempts and text attempts. 
  
  
  She is now claiming no one has EVER attempted to contact her on the balance she owed, that the installation was never complete and that the battery was never the issue (she says now it came with one), and that she WILL NOT pay the balance. She stated we need to adjust the balance owed, and she'll "consider" payment. 
  
  
  This customer has never used our services before the generator installation, nor has she attempted to use us since. Even stated, and I quote "If you wish to move forward with a collection agency, that is your prerogative.   However, I will dispute the charges and report you to the Better Business Bureau of Mobile. I look forward to hearing from you on your choice."
  
  
  All of our electrical work is warrantied, one year from the date of install so I discussed this situation with *** at the time and verified, that if the installation was not done properly, we would send our Master Electrician back out to reinstall the generator correctly, free of charge, but haven't been able to get in contact with her since.
  
  

• Initial Complaint

  Date:07/18/2022

  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.

  4/11/2022 Hansen Air Pros came and installed indoor and outdoor unit and seal duct work. I paid $********. They did not do what was quoted and fogged whole house. Resent crew to fix issues. 6/25/2022 came home from vacation to find home flooded. Water dripping down unit floors damaged water under house.