Complaintsfor1-800-HANSONS

• Initial Complaint

  08/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Back in April or May of 2021, I purchased four windows and paid 2,000 in cash and the rest on my credit card. The salesman said it was going to be 3,816 and I had the windows paid in full. He further told me that I would get a receipt through email which was never received. Upon completion and a day or two later the company said I never paid cash and wanted more money. So now they are putting me in collections because of there screw up.

  

  Business response

  08/19/2021

  Hansons has no records of any cash payments and if a receipt can be provided the demand for payment will be withdrawn. Please contact ***** **** ***************** and provide a receipt. 

• Initial Complaint

  08/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hanson's installed windows in our whole house. They have a defective product. The guy they sent out to verify the problem said "yea, I have to caulk these all the time" The bay window design leaves a gap that water gets in. Now we have black mold, health issues and Hanson has been "working on it" for longer than it took to get the windows for our whole house ordered and installed. AND they told me today, that they are 5 weeks out once they get approval from the factory, which has not even happened yet. They are making no effort to expedite. (Calling once a week and asking is NOT expediting) They are LITERALLY killing me and my children.

  

  Business response

  08/19/2021

  Mrs. ****** spoke with our VP ****** in regards to these issues. The service is scheduled for 08/20 and will anticipate (weather pending) a happy conclusion. 

• Initial Complaint

  08/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted ******** regarding buckling and siding coming loose on side of house and all of garage. Had someone named ************** from Hansons main office in ******* area come out 8/13/2020 and said we needed side of house and garage siding replaced. Claimed ******** had materials but his crews were behind schedule. In September, I called service department and was told they would check on it and call back. I never heard from them so I called again a week later. Was told this time that they had to order material and they would call when that came in. Got a text message on 10/19/20 from ******** saying there was a national backlog on the materials and they could not do work until 2021. Finally, got a call July 2021 to schedule doing work 08/02/21. Was texted 07/21/21 they need to reschedule work 08/04. Then was texted 08/03 that they needed to reschedule 9/8/21. When we called them and told them that wasn't acceptable was told they would be out Saturday 08/07,. They did not show up.

  

  Business response

  08/19/2021

  We apologize for the delays the past 16 months due to Covid we have been facing a breakdown in the supply chain. We do understand your frustration with the lack of communication which will be addressed with our team. An email has been sent to the branch manager to contact you. We do try our best to be there as planned but please understand that a siding crew does not know the exact time they will finish another job or service.

  Customer response

  08/20/2021

  [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:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]  On August 19th, we received a call from *********************, VP of customer relations from ******, that he emailed the national sales manager and local branch manager but basically we had to start all over again with having someone come out and evaluate what needs to be done.  He also wanted to blame this on COVID and made me feel like I was being impatient.  No, this repair work started prior to COVID.  We have had a service technician out twice prior to 2020 who only did patch jobs. We already had someone come out last year, ***********************, who evaluated the side of the house and all of the garage needs to be redone.  They are trying to start this process over again only to delay it as they already have been doing.

  They just need to schedule a date, sooner rather than later, and come out and do the repair work correctly.

   
  Regards,
  
  ***** And *********************

  

  Business response

  08/26/2021

  We apologize that you do not feel heard in regards to this matter. We have further upped this matter to the heads of several departments and will be in touch shortly for a final resolution. 

  Customer response

  08/27/2021

  [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:] When we were contacted by *********************, ********************* of customer relations on August 19th, he asked that we give the national sales manager and the local branch manager until Tuesday, August 24h to get back with us or contact him again.  We never heard from either of the people and decided it was pointless to continue dealing with ****************.  Every time they claim they are going to contact us we don't hear back and when they did finally scheduled the main repair, they would wait until a day before or few days before the scheduled date and send a text to reschedule.  Getting tired of the communication promises and scheduling runarounds.  Both my husband and I work and we can't just drop everything any time Hansons finally decides they are going to come out.  Also, we would not just let them come out without us knowing about it since they already did a shabby job the last time whose to say they wouldn't just throw something up on the house and garage again. 

  Regards,
  
  ***** And *********************

  

  Business response

  11/02/2021

  We are sorry the communication from the manager  was not what we all would wanted ************ is scheduled for 11/11/2021 and due to the works schedules we are limited to specific days

• Initial Complaint

  08/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of purchase was 2/09/2021. Work Order#*******. Referred to as Smart Choice. Package included roof windows siding and gutters. Job is still incomplete. Have called for the past 3 weeks with no response. Newly installed roof required a major repair by siding contractor. Windows not properly installed. Portions of the older windows where left in placed. Although Hansons was informed of 2 X 6 wall construction several times, the new windows were installed without extension jams. The new windows now are recessed 2 in from the exterior wall.Siding contractor did not properly frame the windows nor did he properly seal them. Contractor also knowingly installed defective product on the home.Gutters removed and new gutters not installed since June 11th. As a result excessive water allowed to collect around the perimeter of the home which has a wood foundation.

  

  Business response

  08/19/2021

  We apologize for the disappointment, undertaking a very large install and demo sometimes does cause issues. Our VP ************************* is aware of the situation and is having the branch manager contact you to develope a scope of work for repairs. We look forward to a satisfactory conclusion. 

  Customer response

  08/19/2021

  [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:]

   

  I have texted, emailed and called since July18th, 2021 without any response and that includes the branch manager.  I want a date when this project will be completed.
  
  Regards,
  
  ***************************

  

  Business response

  08/26/2021

  We apologize for the delays and this is being sent to the regional manager *********************** who is in charge of all branch managers. We are working on a resolution and this will be handled swiftly. 

  Customer response

  08/27/2021

  I request [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 

  I request that *********************** come to my residence and review these issues personally so that both parties agree on the resolutions and timing. Its been 6 weeks since anyone has attempted to contact me on the current status on addressing incomplete work or open concerns on work completed. 
  
  Regards,
  
  ***************************

  

  Business response

  11/02/2021

  e are sorry for the delay.A inspection is set for 11/02/2021 We look forward to a satisfactory conclusion to the issues .Thank you for your patience

• Initial Complaint

  08/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We regrettably had our windows replaced by Hanson’s in 2017. We have had nothing but problems with the Windows since. The latest was May, 2020 we reported one of the windows had a broken seal. They ordered a replacement for it. We told them we needed it before the end of September. It was received in Oct, 2020. We told them we need to get it scheduled when we get back in May of this year. No problem we were told - they came May 25th, 2021 and the window was the wrong size. Frustrated we asked if they could expedite the ordering of the window - told it was going to be in mid July, installation to be July 26th. Well I just got of the phone with them today, 8/2 and they are not sure when window will be in. I have tried calling ****** ****** but no luck there. This company really needs to be investigated. Will not recommend them.

  

  Business response

  08/26/2021

  Hello, it appears we have been in contact with you and you're scheduled for repairs on September first. We do apologize for the delay but it is difficult to schedule due to Covid. 

• Initial Complaint

  07/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order # 88361 04-20-21 roof job ***** ******* ******* ** ***** 1800-Hansons **** ******** After the crew stopped showing up I decided to call the office to see when the work would be completed and that is when I was told the work was done. I sent them pictures so they could see the condition of the roof. I was told by manager (**** *******) that the roof and the venting was supposed to look like that and the shingles will look better once the heat from the sun lay down the edges near the gutter. It has been extremely hot and humid with record high heat and the roof still looks incomplete. The heat from the sun has not changed the look of the roof.They want me to sign a completion certificate even though I'm not completetly satisfied and say if I don't they will take me to court. The salesman didn't give me any examples of what the venting could look like or show me options. Told I can get the venting removed for a fee and the roof won't be guaranteed and won't pass inspection.

  

  Business response

  07/30/2021

  An offer was made to remove the required edge venting which has a slight contour and may seem to be an incorrect install but is required by code when there is no other alternatives to ventilate the home. If you would like this removed then a sign off is required, please contact Mrs. **** as the contract has not been paid and warranties can be voided her email is *****************. The hot weather will lay the shingles down but they can be inspected to confirm they are within code. 

• Initial Complaint

  07/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hansons has been impossible to get a hold of. They 'finished' our siding about two weeks ago, they were suppose to come back for a service call to caulk and add some screws and put the utility pole back where it goes. We had a date, they never showed up and we're still waiting for them to contact us. It's been two weeks since we made the service call appointment. They definitely need to train their crews more...ten screens were replaced, we've founds hundreds of nails and sharp pieces all over the yard, they expect us to caulk and screw what they should have. I have tried to contact them many times, I keep getting no one and nowhere. We just need someone to come out and finish their job.

  

  Business response

  07/30/2021

  We apologize for the delay in response for warranty service a priority email has been sent to the branch manager in Lansing and also the service manager from corporate his email is [email protected]. We look forward to a satisfactory conclusion and apologize for the crews mistake. 

  Customer response

  07/30/2021

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID 15684975, 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,

  ****** And **** ***

• Initial Complaint

  07/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Hanson's install a new roof and eavestrough in August 2020. I have reached out to them in June of 2021 due to problems with the eavestrough leaking and causing damage to the fascia of my home. I have had a repair crew out on 2 occasions with no resolution to the leaking eavestrough nor the rotted fascia. I can not reach or receive any acknowledgement (phone or email) from the manager at the Kalamazoo office. I can provide exact dates and times, photos and videos if needed.

  

  Business response

  07/30/2021

  A service repair man was present at the home on 7/02/21 and no resident was home. ************************** can be reached in regards to the message she left Mrs. ****** to call for the issues. An email has been sent to the branch manager and the service department on your behalf and we look forward to a satisfactory conclusion. 

  Customer response

  07/30/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 15683258, 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:
  
  My last contact from Hanson’s was indeed 7/2/2021 when I sent a video of the leaking eaves trough.  I was told this may require ordering some additional supplies.  I requested a status update by email to ******** on 7/14/2021.  I have yet to receive a reply and still have leaking eaves toughing and rotten fascia.
  
  Regards,
  
  ******** ******

  

  Business response

  08/19/2021

  We apologize that there were issues during the install and with your product. We are aware that on 08/05 the service was completed. We look forward to many years of satisfaction with your warranty. 

  Customer response

  08/19/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 15683258, 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:
  
  A contractor was indeed at my property on 8/5/2021.  He told me he would need to order parts to fix the non functioning eaves trough and to fix the damage to my fascia.  I have yet to have any further contact from Hanson’s about the repairs.  I have further video evidence from 8/6/2021 showing that there is no fix to the problem
  
  Regards,
  
  ******** ******

  

  Business response

  08/26/2021

  Hello, we are awaiting on parts delivery and we will schedule the final repair as soon as they arrive. We once again apologize for the delay but you will be contacted upon parts arrival. 

*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. ↩