Complaintsfor1-800-HANSONS

• Initial Complaint

  10/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We ordered windows in March of 2021, we have called several times to get an estimate on when our windows would be done. The dates we were given started with June 30th, then when we called in July we were told new date of July 31th. Then August 30th then September 7thish. When I called the first week of September I was told one of our windows was not at the wear house. That someone would call me in a few days with some more details. After I called a week later the answer I received was that they had to reorder the window that was missing. But if we want to have 18 of our 19 windows installed now they would give us a call the following week to schedule our installation. It has been two weeks and no one has called I am done waiting for someone to call. The customer service this ********************** has is horrible. I know that the personal that answer the phones are working from home but they should have a manager that assigns a customer care representative to call & contact their clients regularly

  

  Business response

  10/12/2021

  We are sorry for the delay as the supply lines from manufacturers have been backed up industry wide .A call on the first to schedule was unable to leave a message .I have emailed scheduling and the ** in ******* to reach out to ***** phone 

  Customer response

  10/14/2021

  [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

  09/28/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In May 2021 i ordered three windows. I was told by the salesman that it would be six weeks to installation. I contacted them in August but the windows were not ready. I was told they would be ready September 23, but they were not. Now they are simply saying they are saying the windows should be ready by October 29, which i really dont believe.

  

  Business response

  10/19/2021

  We are sorry for the delay as ***************** our gm has explained the eta is  not a guarantee of delivery Due to the production and delivery issues we are facing due to the Covid shutdowns an lot of delays have arisen.We look forward to a satisfactory installation ,and thank you for your patience

  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:]

  The response by the business does not provide any information as to when my windows will be installed. It has been five months and winter is fast approaching and i had expected to have the windows installed before the cold weather hits. At this point i just want a refund of my deposit to conclude this matter.
  
  Regards,
  
  *******************************

  

  Business response

  10/26/2021

  We are sorry that the supply and production across the country is backed up.The customer is aware and was told the product should be in end of this week *** we will schedule install once recieved .

  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:]
  
  Regards,
  
  *******************************

• Initial Complaint

  09/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I initially had a great experience with this company through the initial meeting and estimate for replacement gutters for my house. The installers came at the designated time (9 am 15 July 2021) and completed the job.However, the installers did not put on the correct gutters and failed to include all the purchased equipment, accessories, and products. The installers also threw dirt that had accumulated in the original gutters against the house and in the driveway, including nails. I called two weeks after the installation and scheduled a re-installation of the correct equipment for 35 days later (9am 20 August 2021). the installers did not arrive. I called at **** on 20 August and asked for an update on their arrival and was told they'd been pushed off to the afternoon. As of the time of this review, I have called ******** once a week without getting a reschedule or call back from a manager.

  

  Business response

  09/22/2021

  ************* we are sorry for the issues and lack of resolution and communication.

  ********************* VP CR has emailed the branch manager and the service manager to schedule asap and contact you immediately .

  Thank you for your patience.

• Initial Complaint

  09/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My roof has continued to leak and I have had them out to repair it several times. They were supposed to come out today, no one has been to my house. When I called they told me the work had been done. No one has been to my house nor on my roof today, for one thing, I have a dog and he woukd have barked if someone knocked on my door. They were supposed to be at my house between 9 and 12 then they changed the time to ****. I am not satisfied with rhe service of this company, at all. I have had to request time off of work to wait for them and still no service.

  

  Business response

  09/20/2021

  1-800 Hansons stands ready willing and **** to stand behind its warranty in this particular case it's obvious that we have we apologize that we've had to come out more than once but the service is completed and the roof has been inspected we anticipate there will be no further issues.
  Regarding the appointments or times missed being the fact it's an outside service no one has to be home and regarding any compensation we do not compensate for warranty appointment issues with covid-19 and staff working remotely although our team is very skilled we are stretched a bit thin and we do apologize

• Initial Complaint

  09/09/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We had siding installed January 2020. We noticed in the spring that the siding was wavy, coming loose and falling off the house. We contacted the regional manager. He had a different crew repair different areas of the house in June of 2020. The problems continued and have had multiple areas of the house with siding, trim loose and actually blown off by the wind. We attempted to contact the manager in *********** several times. After many multiple calls we were able to meet with him and the installer and did a walk around. It was agreed that much of the siding, trim, softetts would need to be replaced. This conversation was the first part of June 2021. The regional manager assured us he had enough siding to do the job. A date was set up for the end of June, however we got a call the day before and we were told they need to order siding, they said it was the wrong color. We got a call end of August to say order was in. When the installer went to pick up it was only one box. Please call

  

  Business response

  10/12/2021

  Tell us why 9/9/2021 Thuss, Justin    6:14:28 PM
  ************************,  I was out at your home mid may and walked around the home with you. We discussed areas that we were going to take care of and when the crew came out today, he was refused access to fix it. The crew did have 2 squares of siding in his truck along with a roll of coil, and some j-channel. The crew called me stating that we needed more siding because you were not satisfied with the amount of materials they had. here...

   

  I have emailed the service manager and GM to schedule completion asap.We are sorry for the confusion 

  Customer response

  10/14/2021

  [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:]
  
  Regards,
  
  ********************* This is in response to what ******** responded to BBB. The installer for ******** came to our house to work on the siding, trim and soffit. He told us when he went to pick up materials there was a box of siding only. He asked if we would rather wait until all materials were available and we agreed that would be a better plan. We then contacted the regional manager to inquire about materials. He said he was ordering what was needed. That was 5 weeks ago. We did contact him to ask about when the materials would be here. He said he contacted the supplier 3 times and couldn't get an arrival time. So the question is if ******** said they had what was needed, why are we still waiting for supplies. Something does not add up. After several requests to have the regional manager contact us by phone or in person, we have gotten no response. So we certainly did not refuse services as ******** stated, we only agreed with the installer to wait until all materials are available. Since the manager was last at our house in May, more and more issues have occurred. We have asked him to come and evaluate the situation, but he has not done so. We can provide many photos if needed

  

  Business response

  10/19/2021

  Tell us wh10/12/2021 Thuss, Justin    1:06:12 PM
  Have been in contact by email with HO since we were last out at the home. Last communication was on 10/7 informing them that we have delays in getting siding and i would let them kow as soon as we have it iny here...

  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:]
  
  Regards,
  
  ********************* The main issue is not being addressed. We have asked ****** several times to come back to our home to evaluate the problems that have occurred since he was last to our home in May. He has not done so. We have also asked for him to call us which he has not done. We have had 2 other installers evaluate our siding, soffit and trim. They have both stated that the siding was installed improperly and that our 30 year old cedar siding which was in poor condition should have been removed prior to vinyl siding installation. We did discuss if the cedar would need to be removed and were told by the salesman and ****** that it was not necessary. The siding continues to come loose and nails falling out. We just want our siding, trim, and soffit to be installed properly. We have many photos of the problems to show the extent of how poorly the installation was done

  

  Business response

  11/03/2021

  Based on the customer request that we aquire more material and we are looking to suppliers for the amount.

  Please be aware Hansons stands ready willing and able to resolve the warranty issue .

  Customer response

  11/04/2021

  [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:]
  
  Regards,
  
  *********************

  

  Business response

  11/09/2021

  We are sending the manufacturer to acess.Although we wanted to sevice it was refused by the customer as he **** the amount of material was inadequite

  Customer response

  11/10/2021

  [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:]
  
  Regards,
  
  ********************* We rejected this response. We did not refuse services. We were told by the installer that there was only one box of siding and nothing else such as siding and soffit material. In discussion with the installer it was decided that it would be best to wait until all materials are in.....but since no one from ******** has been here to evaluate after numerous requests to do so. In the last 6 weeks even more siding is loose and coming off. We were promised the end of May that some one would come and completely evaluate the situation but it didn't happen. We are tired the run around.

  

  Business response

  12/01/2021

  the constant replies are the samae the siding will be inspected and the service that was refused will be reset

  Customer 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:]
  
  Regards,
  
  *********************

• Initial Complaint

  09/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hansons installed roofing on my house back in 2016. At that time they installed new ridge vent but failed to cut the opening in the wood below to allow air to flow through the vents. Therefore the ridge vent is purely decorative and not functional. I have been trying since the roof was installed to get this fixed and received numerous promises and missed appointments other than one person who came out to look at it and verify the incorrect installation in May 2021. I am tired of broken promises and am ready to file suit unless I can get this resolved quickly and not just more promises.

  

  Business response

  09/21/2021

  The service was completed 07/23/2021 and no further correspondence has been recieived from ************** .we consider this a closed matter 

• Initial Complaint

  09/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hansons installed our roof, gutters, siding, and several windows over the years. We have had problem after problem with leaks. I have spent over 30 hours waiting for installers and service crews to come out to assess and repair the issues. Last week, the service crew came out for the sixth time this year to try to fix the same gutter leak. I was told that the gutter was never installed properly and would have to be replaced. They replaced the entire section of gutter on the front of my house and garage. They still leaked. When they came out again, this crew said the last crew did not pitch the gutters correctly. They repitched the gutters, they still leak. After two more crews came out and gunked a boatload of sealant into the gutter cracks, TWICE, they still leak. My time is worth at least $30 an hour for all the waiting, no shows, late arrivalsI have received calls from ****, ******** ******* and *****. There is still no resolution. This leak is going to result in ice.

  

  Business response

  09/21/2021

  **** ******** stands ready willing and able to attend to the service and it is scheduled  09/24/2021 .We are sorry for the delay.

  Customer response

  09/22/2021

  [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:]

  This will be the seventh time they have been out to repair the same issue.  I do not consider this closed until the repair has been completed and the gutters no longer leak.
  
  Regards,
  
  *****************************

  

  Business response

  10/12/2021

  Tell us why 9/29/2021 ******, Wendy    9:20:50 AM
  uploaded gutter pics to file
  svc complete - see below notes from crew
  
  
  9/28/2021 Entry, System    7:18:24 PM
  Complete no charge, removed bad miter right side of garage and reinstalled a new one and hose tested with customers, it didn't leak and they were happy with work
  
  here...

  Customer response

  10/13/2021

  [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

  09/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased siding and roof in April. Roof was put on but still having leaks. Roofer came out and said when siding is done they will fix the roof. It has been 6months of me calling emailing texting Hansons. I keep being told due to covid siding isnt in yet. I was given dates of June July end of august and each time no one came and I called. Now Im being told they dont know when it will come in. The siding is in ***************** however the system may have it but holding for others I was told. I was told my comments have been sent to many different people but still I have no follow up or answers. No one knows anything. I tried canceling my order and was told I cant due to my contract. We had a tornado that came through and messed up our siding even more. Other neighbors have had theirs fixed mine nope! I want what was promised. This is not okay to do to customers. I have had so many issues with them even with windows l had installed. Buyer beware. They are all about getting the sale

  

  Business response

  09/20/2021

  *************** was completed on June 19th 2021 there have been no follow-up calls from MsBayes regarding any other issues ******** always stands ready willing and able to attend to their customers under their warranty unfortunately the delays that occurred are due to the supply chains throughout the country and production not at its full capacity we do apologize

  Customer response

  09/22/2021

  [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 had a roof put on in June. My siding has not been completed. I have called ****** from ****** at ************* and have every text message she and I have had. Please see attached. My roof is leaking when it rains and last time I spoke was that my siding may be done in October. This is crazy that I get the response I have not called anyone. Please look into my actual orders. Then respond. 
  
  Regards,
  
  *********************

  

  Business response

  10/12/2021

  The last note in the file
  6/19/2021 Salinger, Anthony    5:15:26 PM
  Job completed customer satisfied.
  [Customer Satisfied]

   

  If there are issues there id=s no documentation of a request.I have fwd'd your concern to ****** Our service mgr

  ************************************ and our GM 

  Customer response

  10/14/2021

  [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:
  
  I would like a certificate for my completed job for my roof. However my siding is still not in on the order from March. 
  
  Regards,
  
  *********************

  

  Business response

  10/19/2021

  The certificate has been mailed on the 16th of October 2021 regarding the siding again the supply chain and manufacturing is bogged down throughout the country in the home improvement and building industry we hope you will be patient as soon as everything is received with the special order product we will schedule it and I'm sure it will come to a satisfactory conclusion for the installation thank you for your patience

• Initial Complaint

  08/23/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I BOUGHT windowsawindows and had a seal break had ******** come out in February and the tech told me he'd order a replacement.My first call to inquire where my window was was in May ***** then I've called a couple times a month the last being August 12 still can't get any answers where my window is.i was told I 2 occasions I didn't have an order for replacement.I had 2 times I was told someone was checking into it and would call me.The last time in August had to leave a message they would get back with me in 1 business day its now been 3 days since then.Im sick of people not following thru winter is coming would like my window in please

  

  Business response

  09/20/2021

  1-800-hansons apologizes and certainly empathizes with the situation regarding the delays our customers are very meaningful to us and their satisfaction especially.
  Regretfully the window was not ordered as quickly as should have been we placed the order and the supplier was to deliver it we had an ETA and unfortunately it was not on the truck it was either delivered to another location or never box for delivery.
  This is not unusual since the supply chain has been broken with the covid-19 issues.
  We have an acknowledgment from our supplier on September the 7th and anticipate that the product will be here shortly and we will install it as soon as it arrives and has been inspected we thank you again for your patience

  Customer response

  09/22/2021

  [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

  08/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The issue occurred June 20 21 I recently purchased windows and screens from ******. In June 2021 I noticed that the bathroom screen was damaged. I called Hansons they sent a technician who is going to repair the screen on the spot.He was unable to do so.So he took the screen back to the warehouse.I was told it would be repaired and the technician would bring it back out within a two weeks or so. I waited until the end of July. Since I hadnt been contacted by the company I called them. I was told that the screen was not ready yet. I ask why I hadnt been notified and they apologize.I waited another Month and contacted Hansons again. I was told that the screen was ready. But they no longer sent technicians out to install screens. I asked how was I supposed to know that if they didnt contact **** was told that if I wanted the screen back I would have to drive to **** ******** and pick it up.I spent $10,000 with ******. They should honor their agreement.

  

  Business response

  09/07/2021

  We're so sorry that due to the shortage of help it's impossible for us to be able to deliver a screen it is available for pickup between 9:00 and 4:00 at *********************************** just east of **** r we apologize for the inconvenience but the screen repair was free but unfortunately we cannot deliver thank you

*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. ↩