Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/03/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
We have had nothing but issues with this company, and have been very patient and understanding in trying to get them resolved. We purchased approximately $15k of windows/doors and had them installed with them. We had to have a door replaced soon after cause the argon gas somehow leaked out and clouded over the door. Then we were having worse draft and heating issues then before the new windows, and come to find out they never insulated around any of the new windows. Taking the trim off the outside there was visible large gaps of open space all the way around the windows. We called and they did set up a service to have a Crew out to try and properly insulate. When that crew can out the gentleman was very nice, however informed us whoever ordered our windows with the company basically had measured wrong and so our windows did not properly fit but he would do his best to insulate. He also pointed out in that visit that our two second story bedroom windows in our kids rooms where so Ill fitting that when they attempted to s**** them in they never hit anything and had one of the children leaned hard enough on the window it would have fell out and down two stories! He did what he needed and fixed this while he was on site. We then had a window break which is under warranty however I've had nothing but lack of communication front he company over the last 6 months trying to get one window pane replaced, they never have reached out to me about status, scheduling, etc I've had to make multiple calls to them over this 6 month period trying to get updates. It was found at one point my replacement was somehow lost so we had to start over and reorder it. I've just called again and she assures me the replacement is in (but again no one bothered to call me or attempt to schedule).
Business response
12/01/2021
service completed 11/19 /2021 We are sorry for the delayCustomer response
12/03/2021
[A default letter is provided here which indicates your rejection of the business's response.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:] the delay in the appointment was only one of several concerns. I would have gladly accepted a delay if that was the only issue. Your short response is just a further confirmation you don't care about how terrible my experience has been with your services.
Regards,
***************************Initial Complaint
10/29/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Had a leak in my roof around my chimney. Service tech came out to do repairs. The repairs done were not adequate and ******** sent another person out to access the work. He said that new shingles of the proper color would be installed, the siding trim that was damaged during I itial service would be repaired. Nobody has come out to do the service as promised and numerous phone calls and online service request are being ignored. Was told that service manager or GM would DEFINATLY call the next day and no call.Business response
11/02/2021
we are sorry for the communication issue and the roof leak/service .Our service team is aware and will provide the correct service shortly.
Our GM and Service Mgr have been made aware.
We look forward to a saatisfactory completion
Initial Complaint
10/28/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered two door walls and installation of the door walls from Hansons. After nearly a year of the initial install date, they have failed to install one of the doors. Also, they appear to not care at all about my case or getting my door installed. For a year I have had to call them and help them do their job, and try to procure the parts and schedule dates for my install. I have called them week after week and month after month and spent over 6 hours on the phone with them trying to figure this out. It is the worst experience I have ever had with a company in my life. The initial door install was 11/21/2020. The Main Floor door install went OK, but the basement had issues. After installing the basement door, they tried to slide the screen into place, but it would not fit. They broke the screen trying to get it into place. They thought it was an issue with the screen (about half a year later, after breaking two more screens, they would decide that the door was installed incorrectly). This kicked off a nearly year long back and forth with Hansons, with me chasing them month after month to try to get them to fix my door and and install a screen. I am still in the middle of this mess and have not received a correctly installed doorwall. I called today and they say "the parts aren't in". 11/21/20 - Initial install and failure to install basement doorwall and screen 1/27/21 - Failed attempt to install new screen.5/24/21 - Failed attempt to install new screen.After 6/01/21 - They finally figure out its not the screen and that I need a new doorwall installed. Waiting on doorwall install.Now they have been "waiting on parts" for months. If I don't reach out to them, I never hear from them. I have to call them every few weeks and hope something changes. I paid $5412 for this service. Like I said, I have spent over 6 hours on the phone with them, over nearly a year, attempting to get the door installed. Please someone help me get this door installed. Please.Business response
11/03/2021
ALTHOUGH ******************* IS NOT THE CONTRACT HOLDER WE WILL ANSWER AS A COURTESY.tHE SCREEN ISSSUE IS IN PROCESS AND WE WILL INSTALL ONCE RECIEVED .
WE A
Initial Complaint
10/27/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
on 8/14/2021, i purchase a contract from **** ****** , to replace a 16x16 roof and a 16 foot gutter. the roof was installed on or about 8/30/2021 only the roof was installed that day. on or about 9/7/2021 i called about the gutter not being installed to no avail, it wasn't until 9/15/2021 that the gutter was installed. after the install, i had to back on 9/21/2021 because of standing water in the gutter but to no avail, a day later ****** called back and gave me a 10/12/2021 appointment . ****** sent the tech but didn't repair the problem. it wasn't until 10/25/2021 that a tech came out but to no avail stated he needed help. as of 10/26/2021 i had to call ****** about an appointment , in which i was given an appointment for 11/17/2021. to date 10/27/2021. this is totally unheard-of and unexpectable. P.S. I WAS GIVEN MORE SUPPLIES THAN NEED.Business response
10/28/2021
We are sorry that there's a delay in resetting your gutters the job is completed otherwise then the service do appreciate your patience unfortunately there was help needed to do this for safety reasons.
There is no compensation available for service or warranty issues will you do appreciate the fact that you are our customer we look forward to a satisfactory conclusion based on the available dates to get this completed thank youInitial Complaint
10/25/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bay window installed in 2012. Now leaking, cant get a response from HansonsBusiness response
10/26/2021
We are sorry the 13 yeaqr old window has an issue ,The customer was made aware the resolution is under the service review and a contact once the plan is madeInitial Complaint
10/24/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Hansons issue Save/Save 2021 ********************* <********************>Jul 20, 2021, 11:18 PM to me Hi, ********************* here. Please be advised that we are still waiting for replacement lower sashes on all four of the warped and defective double hung windows that you installed in April 2021. I did receive your service request in regards to the windows, Eta for the windows are 8/20/2021 once received we will follow up with you and set a service appointment.Thank you,***************************** | Service Analyst of 1-800-Hansons, LLC ****************************************************************|P:************ E: ************************************ Your Trusted Home Improvement Expert for a Lifetime!****************************** Oct 14, 2021, 2:52 PM (10 days ago)to me Good afternoon, I do apologize, I reached out to the manufacturer who advised me they cancelled the order thinking it was a quote.. I had them reorder the 3 sashes and set of balancers. Please allow more time as the order is now in production.Thanks,****** From: ********************* <********************>Sent: Thursday, October 14, 2021 1:17 PM To: ****************************** <************************************>Subject: Re: ****** Hansons ********************* <********************>Oct 15, 2021, 1:35 PM (9 days ago)to ****** Hello again ******:Please be advised that you are replacing 4 window sashes on the double hungs plus balancers (not 3) or whatever is required to allow the top sashes to stay up when lowering the bottom sashes. I don't know how this mistake happened but I would like to speak to a supervisor or someone in management about this stupid mistake. I am still considering legal action at this time. What is the current ETA on the windows. This whole situation is unacceptable and Hansons needs to make it right with fair compensation for the company's negligence. This situation has caused injury, stress, and inconvenience to my family. Please respond.********************* ************ Note: We have not received any reply to this last email and the email address no longer works.Business response
10/26/2021
You're very sorry for the inconvenience warranty work is not compensated for there was an honest mistake that occurred we apologize.
The email for *************************** is inactive as she is no longer a member of our team the email address to our service manager can be found on our website at the service request link.
Service manager is ****** and her email is ************************************
We look forward to a satisfactory conclusion to the issuesInitial Complaint
10/18/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had ******** out to replace some windows and Then they came out to check the newly installed windows and the repair person stated that they would have to order two new screen's (Two or Three Month's ago) and today I received a phone call asking if my screens were ever replaced and I was told that they screens were never ordered - I wish to know what the h*** they are doing over there at ******** I would like to have someone with a little authority to contact me about this issueBusiness response
10/19/2021
We are sorry the service parts were delayed .The warranty parts are in and will be scheduled for delivery asap.
Thanks for your patience.
Regarding any compensation we do not compensate for a delay in screes and are very happy to conclude the service .
Customer response
10/19/2021
[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:]Ii was told that this would be taken care of two months ago and I was just told yesterday that NOTHING was ordered for me and that they would have to be ordered before they could schedule the replacements - So who do I believe YOU or the Repair shop that had contacted me yesterday 10/18/2021
Until I see the replacements I will not close this complaint
AND be sure I will get on social media and make sure customers know that once you people get paid for your services you DO NOT stand behind your work or your Warranty I am very disappointed in using you again for my replacements
Regards,
*************************Business response
10/26/2021
We are sorry but the screens are ordered and hopefully with the supply production backlog will be in soon.We do not compensate for a "screen"
looking forward to a satisfactory conclusion to the servicer
Customer response
10/26/2021
[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:] I will wait and see if I get the replacements BEFORE Christmas
Regards,
*************************Initial Complaint
10/16/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I went with ******** about a year and a half ago for a new roof, blown insulation and new gutters. At the beginning of this month I noticed a major roof leak above the furnace and water heater. I had to contact ******** SEVERAL times before the service guy came out. He said that the pipe from the furnace through the leak needed a ****** or boot and that would be repaired my heating company. When contacting ******* Heating, I was informed that this issue is, in fact, the responsibility of the roofing company. I have contacted ******** again, SEVERAL times and have not heard back from them. The roof has a lifetime warranty. I have ceiling damage as well as wet insulation now as a result of ******** negligence. I am forced to pay for this damage that is caused by faulty workmanship by ******** when the roof was installed. PLEASE HELP!Business response
10/19/2021
We are sorry that there is an issue with the roof ************ to repair is today 10/19/2021 and we look forward to a satisfactory conclusion.
Regarding the furnanc e pipe ,normally an HVAC company would do a metal boot .
Customer response
10/20/2021
[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:
The heating and cooling company was just here. They will not replace the furnace pipe because it will impact the shingles (different size). Also, a general manager from ******** in Saginaw called me yesterday. He was VERY unprofessional and quite rude. He refused to do any further repair until the furnace pipe is replaced. Now the heating and cooling company tell me they won't replace the pipe siting that there is no need. He recommended more tar be applied to the area by my roofing company. ******** told me yesterday that the pipe is "an unconventional size" and they do not have this material.I would like to point out a few things here. In my 17 years in this home, the roof has never leaked above the furnace. Secondly, there was ******************** my roof to include the area around the furnace pipe. I've NEVER been told that the furnace pipe needs to be replaced until yesterday. I was told it needed a ******. Lastly, why would I spend thousands of dollars on a new roof and not have the pipe replaced if I was told to. Why would ******** replace my roof in the 1st place with a bad furnace pipe? The "gentleman" told me yesterday that he was sending this information to their legal dept.
So due to poor workmanship and lack of integrity by NOT standing behind their supposed "Lifetime Warranty", I am left with a brand new roof that leaks above my furnace, wet blown insulation in my attic and a water damaged ceiling.
At one point, ******** suggested to me that I submit a claim to my home owner's.
Regards,
*********************************Business response
02/01/2022
Very sorry for the issues that have occurred but with regard to any damage that *** have occurred please contact your homeowners insurance as that's what the contractual agreement is between ***** ******** and it's customers any reimbursement for deductible would be done once it's subrogated with regard to the service this has been prioritize and sent to our service manager to contact you thank youBusiness response
02/16/2022
We are sorry an issue regarding alleged damage .
The contarct between 1800 Hansons and the customer indicates it must be reported to the homeowners insurance co .
The attorney can look at the terms and will see that was agreed to .
If the inspection determines a roof issue they will handle the repairs and subrogate .
Th HVAC PIPE HAD BEEN PREVIOUSLY REPAIED {WE HAVE PHOTOS } The roof was not leaking
Customer response
02/17/2022
[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:Yes, the roof was leaking. ******** replaced the boards in the area of the leak. This is a ******** issue. Period.
Your response will always be rejected until you repair all of the defective workmanship.
Regards,
*********************************Initial Complaint
10/14/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I purchased windows to be installed and they were not installed correctly. The rotted frames were not replaced, instead some were covered up. Other windows were left with clear exposed dry rot on them. Aside from the windows installation being done incorrectly, the outside trim was not replaced either. When I attempted to resolve this with the general manager I was told they were unwilling to fix the issue and threaten to take me to court and put a lien on my home.Business response
10/15/2021
The contract was fulfilled and no verbal agreements not substanciated in the contract are accepted .The job was insttlled according to specs agreed .
Our photos indicate the exterior was sealed and capped with aluminum trim and the wood is protected from the elements .the install was completed and the customer refused to pay as they claimed they had no money after purchasing and accepting delivery .A crdit was extended and customer is in ***** as they refuse to sign off.Tell us why here...
Initial Complaint
10/12/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
My husband and I have made left several messages about two windows and two screens that need fixed on our house that we just had installed in June of this year. We did get through to them to get two windows and screens to get replaced, they say they are in, but now will not get back with us to install them. We have mad numerous calls and emails with no response back. I have now stop my automatic payment to them, and left a message stating that I will be getting a hold of the better business bureau. I will also be calling the finance department today, letting them know I will not make another payment until this issue is fixed.Business response
10/13/2021
We are sorry for the delay as delivery from suppliers are behaind ,on that note in the first week of September an additional window was needed as a bird hit the glass .This stalled the completion of original service.
Glass breakage is covered at no charge for the acccident ,This is why we have the best warranty.
Regards
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
317 total complaints in the last 3 years.
95 complaints closed in the last 12 months.