Complaintsfor1-800-HANSONS

• Initial Complaint

  03/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Replacement windows were ordered around 9-1-2021 with a scheduled install date of mid-November 2021. We inquired about any supply chain issues delays etc. particularly related to labor and supplies 2nd to covid, we were assured there were none. Their competitors were quoting 6 mos so this was of major importance. We still have not had our windows installed. We have received excuse after excuse most recently we were told they were done and being delivered the next week only to receive a text message stating 6 more weeks due to supplies. We placed a ********* deposit on approx 30k order, much larger than the standard 10 percent. We have asked them to refund us down to ******************************************** to place all the money into an escrow account. I have real concerns this company may be in financial trouble and want my investment protected. They have been completely non-responsive and rude when we can get a hold of them and have refused to work with us. We had a guaranteed 2mos delivery and our new supposed delivery date is 4/22/22 over 5 mos late if it even happens.

  

  Business response

  04/11/2022

  This complaint was submitted to the wrong company. My company is Hansons Interiors, not Hansons Windows. Please correct this and move it to the correct company.

  

  Business response

  04/26/2022

  We are sorry for the production and delivery issues .As of today the install was completed with a few minor warranty issues which will be attended to .Tell us why here...

• Initial Complaint

  03/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We can not get ******** to fulfill the warranty. We have called, used the online form. gone out to the *********** home show to talk to a rep in person. we can not get anyone to respond about are service issue . this has been going on for 2 years. the only time anyone has come out was last summer to look at the repair work needed they said there would order the stuff needed then nothing..... ******** just will not honor the warranty sold with this siding /windows that they installed.

  

  Business response

  03/22/2022

  1800 Hansons always stands ready willing and able to honor the warranties and agreements .We are sorry but the order was lost at the manufacturer and has been reordered ,A priority email has been sent to the Service managewr and an update will be initiuated asap.

  Again we apologize and can understand the frustration regarding communication .Please be patient and we will bring this issue to a satisfactory conclusion.Tell us why here...

  Customer response

  03/23/2022

  [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

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a new roof put on my house and garage. I am in the historic district. they failed to put the gutters back up or fix the leak in the new roof. they schedule appointments and don't show or come out and say what a bad job was done caulk something and leave. they tried to first throw my vintage gutters out in their dumpster then hid them behind my garage. I get promises and promises, but no actual action. The last time they came out the person said, I can't do this by myself, he took a piece of my gutter, saying he needed to fix it, took the building permit off my door, and left, gutters still piled up on the porch and the leaky roof. 35K should buy something other than false promises and bad work ethics!

  

  Business response

  03/18/2022

  Please be advised that this complaint has been submitted to the wrong company. My company is ******** Interiors, LLC.  This is probably supposed to be directed to ******** Windows and Siding. Please correct this error.

  

  Business response

  03/22/2022

  We are sorry for the issues  and have material and will set the service appoinment,We will be sure to communicate as thecomplaint has been forwarded to the service manager as well as the operations prsonnell.

  Thank you for your patienece

   

  Tell us why here...

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Hansons in 06/2021 to replace 10 windows throughout my home. It took a while for them to be delivered and install was eventually scheduled for 9/28/21. I have a large bay window in the front of my house that has a large arch window above a rectangular window. When the windows were replaced, I noticed the arch trim was not wrapped as the rest of the windows. I was told it needed to be coordinated with when my siding was replaced. I left it alone. 12/6/21 I reached out to my sales rep to determine who I needed to coordinate the scheduling with to finish the trim piece, and he had the ***** manager, ***, reach out as the *********** one was out with COVID at the time. *** reached out that day to get a better understanding of what I was asking for. Since the wrap would not work well with how big this window was, *** agreed on 12/8/21 that ******** would make a piece to completely replace the rotting wood trim above the arch. There was a small incident when my ****** were installing on 12/17/21 - *** forwarded my contact info to ******, regional manager in ***********. ****** was able to get the installer out on 12/21 to fix these pieces. 1/13/22 Follow up text sent to *** since he is who confirmed they would take care of it - asking about progress on trim, no response.2/15/22 Follow up text asking about status of trim piece being made that *** agreed to, in writing. No response 2/16/22 Attempted call and voicemail to ******, no response.2/23/22 Text to ****** asking for call. No call/text.3/2/22 Attempted call and voicemail to ******, no response.3/2/22 ***************** request via online channel on ******** website hoping SOMEONE would follow up - ETA in email was 5 business days - no follow up from anyone.I'm fed up with being ignored on something we paid $15,000 to complete, and it's 6 months later and I'm being ignored.Phone records and proof of texts available. Photo attached of unfinished window. Will be going to small claims for refund if needed

  

  Business response

  03/16/2022

  The VP CR Has sent a priority message to the management involved and directed a resolution asap .

  1800Haznsons stands ready willing and able to service the window trim and we are sorry for the delay and communication breakdown.

  We look forward to a satisfactory conclusion

  Customer response

  03/16/2022

  [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:
  
  They also said they would fix it in December. I'm not agreeing to close this complaint until it's been actually resolved. Yes, management has reached out and offered a resolution but it was sent to the ** for approval and I, as of this message at 3:20 pm CST have not received communication regarding the compensation I requested or a confirmed appointment time to fix it. Thank you for your understanding.
  
  Regards,
  
  *****************************

  

  Business response

  06/14/2022

  We arevsorry there was issues but the service is completed and under warranty.

  The terms and condition prohibit lawsuits in disputes but require Arbitration with the ******************************** and fees and legal costs are not recoverable .

  We hope the products serve your needs for many years .

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Windows were installed on 10/13/2021 the sales person *********************** ordered the wrong window for the bathroom. It was to be frosted and came as a regular clear window. I then spoke with ****** at hansons ************ letting her know the wrong window was received as well as another window did not properly latch. She stated she would Get them re order and time would be **** weeks. I requested partial credit due to sales person error she stated she would talk to manager and call me back and never did. Called her again she said she was waiting for me to confirm if I wanted the windows re ordered. However we confirmed on our prior phone call she placed the order. I also asked her about the credit due to sales person error she said she would ask manager again. Fast forward to February 2022 no calls or contact from Hansons or ****** I called left her a voicemail she text me her manager was out of office and would ask about the credit and windows was due to be in 3/1/2022 week. Now here it is 3/15/2022 and I have again not heard from ****** or anyone at Hansons regarding the replacements, recaulking, or credit due to sales persons error in ordering. I had to order a sheet from Amazon to place over bathroom window so you could not see in from the outside.

  

  Business response

  03/16/2022

  We are sorry the error and the communication breakdown.

  Aneta was moved unfortunately due to production and shipping constants .

  We expect delivery and will schedule asap  once recieved.

  Regarding a courtesy discount We do not have a process standard but will consider once satisfied and completed service .

  Once completed contact ********************* VPCR @    **********************************   Please reference order 323330.

  Thank You

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired to install a new roof and they did. They did not clean up roofing materials or nails after snow melt. Had 2 separate appointment in which they never showed up to clean my cutters, yard and driveway from debris, nails and other roofing material. I made the mistake and released the funds prior to the cleanup. My hopes of them honoring their work and providing good customer was disappointing. I used them prior without issues but i should of known better. Buyer beware

  

  Business response

  03/24/2022

  We are sorry for the issues regarding the clean up .

  The service has been rendered and a courtesy adjustment  to the **** has been entered'

  Thank you for your patienceTell us why here...

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a contract with ****** and got a loan through them to pay for my windows. They told me no interest till after a year. I just notice that they have been charging interest every month from when I got the loan. ****** basically lied to me. If I knew this loan would charge me interest I would have never applied for it.

  

  Business response

  03/16/2022

  We nare sorryb for the issue you are aware the docs were presented for signature .

  Please be aware all credit sourses require the score to attain 0% .

  We appreciate your patronage 

• Initial Complaint

  02/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I entered into a contract with Hansons on Nov 8th 2021 for windows to be replaced. The salesman ( ***********************) sat in my dining room and told me the timelines for the installation. I stated that we could not wait that long and explained it will get extremely cold in there for the winter time. He suggested some cling wrap etc to stop the cold air coming in but also decided to call him manager to see if it could be expedited. Once he confirmed it could be expedited he told me it would be completed within 8 weeks so we agreed on the job. Fast forward a few weeks I started to receive texts and email that the "receipt" of the windows was ***** weeks away. I started to reach out to Hansons and the **************** lady stated that the system was correct so I asked for the sales man to return my call to discuss this "Change" in delivery. ***** did not return my call so I ended up calling him and he explained that the system is incorrect and the Lady I spoke to was mistaken (all the usual excuses) he again reassured me that the windows will be in sooner as they used a quicker builder. A few weeks passed and the text and emails started to come in again so I responded to the text. I received a call almost immediately from ****** and she stated that I responded to an unattended number but she understands that I had concerns on delivery of my windows; we went over the story and she stated she would work on the issue and I could call her anytime. Speed forward a bit more to January 2022 as I have heard nothing and the utility bills have started to skyrocket I called ****** back and she (1) did not recall our conversation; (2) now she was on the same story as everyone else and that the windows are slated for sometime in March. I explained that this is unacceptable and that from the beginning I feel lied to and deceived, she apologized and stated she would check again, now I am being told that the builder is not staffed and they have a date of Mar11, Never Again !!

  

  Business response

  03/16/2022

  We are very sorry for the delay in manufatCuring and delivery as a portion of the units are custom design.

  Unfortunately the delivery time that was told is subject to the process and etas.

  We look forward to a satisfactory conclusion and hope you will enjoy your windows for years to come

   

  Customer response

  03/17/2022

  [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:
  
  If you tell a customer that a job would be completed at a certain time you should honor that, I keep getting different excuses as to why the timelines cannot be met. This is unacceptable and the Job has not been completed I have extra costs now due to heating a house with an open winter throughout the winter, Hansons promised it was going to be completed 3 months ago. This is not acceptable and I refuse to let them off the hook for this 
  
  Regards,
  
  ***************************

  

  Business response

  06/15/2022

  Wevac re sorry that production and deliverys are stressed and appreciate your position as the order was canceled .

  Customer response

  06/15/2022

  [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

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought windows from Hansonss approx 3 yrs ago. Warranty is giving me a brush off. 2 front windows I cant lock. Had many calls and just run around. Appointment in October they cancelled day after. Today they hung up on me after 12 minute wait and now wont answer.manager will not call back.

  

  Business response

  01/26/2022

  WE ARE SORRY FOR THE DELAYS AND COMMUNICATION ISSUE AS WE ARE STILL IN A HYBRID WORK REMOTE STATUS.

  AN UPDATE RE: PARTS AND SCHEDULING HAS BEEN PROVIDED 01/25/2022

  Customer response

  01/26/2022

  [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:]
  
  RegardsThis is the same response I get them nothing!,
  
  *************************

  

  Business response

  02/01/2022

  The initial response was that the eta has been messaged to the customer and we will install as soon as tey are delivered ,expectatrion within two weeks .

  We are sorry for the delays in production and shipping .

  The missing parts are on the order .

  Thank you for your patience

• Initial Complaint

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****- hansons put siding on my house 2 years ago and within 2 weeks it was falling down around our ears, i cant tell you how many times they have sent a man out and put a couple nails in and leave, well im sick of it i shouldnt have to hear my neighbors call me every month and tell me hey your siding is coming down again! i want them to come take it down and put it up properly or give me my money back and they can take this c*** job and shove it.

  

  Business response

  01/10/2022

  We are sorry there uis an issue We have escalted T to the Branc Mgr and the Service manager to foollow upell us why here...

*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. ↩