Complaintsfor1-800-HANSONS

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called your company today 2/14/2024 to explain to them that I have 2 windows that are foggy i purchased my house in 2022 and the previous owner had replaced the windows with your company in 2019 ( ******* on the phone confirmed that) so once i mentioned that i purchased the property immediately ******* told me that they could NOT help me due to the previous owner failed to transfer the warranty to myself ( how do i know that ?) and ( how the previous owner would know to do that?) very very disappointed that a company would not stand behind their product, i also suggested if they would be ok to ******** company to stop by and give me an estimate and i am willing to pay ( even that they refused to do ) per the company policy even if the windows are under the warranty still refuse to come out and repair the issue, then i called the previous owner and i asked him he said the Hansons never mentioned anything about transferring the warranty to any new owner.

  

  Business response

  02/15/2024

  Unfortunately, Hansons has no control over the handover of a warranty The contract that the previous purchaser has very simple language and we would have gladly accepted the transfer in the allotted timeframe.

  We would recommend. Contacting a window repair company to address the issues.

  We hope you have a satisfactory conclusion.

  Customer response

  02/15/2024

  [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

  02/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1-800 Hansons at Kalamazoo/******* installed Gutter grate on the roof of our home in 2016. They offered lifetime warranty. When we asked them what if we need to replace the roof, they promised to take off before the old roof torn down, and put them back on after the new roof is installed. However, in Sept. 2023, we needed to replace our roof due to the roof leakage, we contacted 1-800 Hansons before and after roof replacement to coordinate the gutter grate taking off and putting back on. They initially sent one tech to take off partial gutter grate leaving rest as it was saying that , if there is any damage to the gutter grate during the new roof installment, they will replace with new ones, they also left the pile of old gutter grates that were taken off from the roof at our front porch. Ever since our new roof installed in Sept., 2023, we have been contacting 1-800 Hansons to request them to put the partial gutter grate back on and check the whole gutter grate as they promised. They repeatedly find a variety of excuses to delay sending a qualified tech to put the gutter grate back on and check if the gutter grate is intact, which they promised to do when they failed to take whole gutter grate off before the old roof was torn down. Their old gutter grate material are still scattered over our front porch today after more than 4 months. We have contacted their local service manager named ************************************ more than 10 times, he kept saying that he will send a tech, but no one showed up, nobody told us why even I reached out to them multiple times. The most recent failure was on 01/11/24. This company repeatedly failed their promises and discarded the request from the honest customers like us. We hope you would help to hold 1-800 Hansons accountable for the service we paid for and they promised to provide!Thank you!

  

  Business response

  02/07/2024

  We are sorry for the delays. The request has been forwarded to Hansons Service Manager to address.

  thank you for your patience.

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** replace our roof 4 years ago. In July 2023, we had damage to our roof due to tornado. Our insurance company sent their contractor to fix the damaged section. The section of the roof repaired was 1 of 7 sections on our house. The contractor informed us the roof had been installed incorrectly. The roof vents were not installed properly and as a result they said our roof would not last more than 5 yrs. We called ****** and they refused to correct the work. Stating we voided our warranty by letting others repair the roof. We asked them to just correct the incorrect work. They refused. They sent a rep out to look at the job and the ****** rep said the work was done incorrectly but they would not fix it and are no longer responsible for the issue. On January 26, 2024, our roof began to leak in a different place (not the area damaged by the tornado). We called a contractor to look at the roof and determine what the issue is (we knew we couldn't call ******). This contractor told us there is no flashing in a critical area where it would be required if the work was done properly. We have no idea how long this may have been leaking, if there is any other water damage or mold. Now we will have to engage a new contractor and incur the cost to fix our roof and dry wall. ****** DID NOT do the work they promised. The installation quality is VERY POOR. Two (2) other roofing contractors have told us the work was done incorrectly. ******** representative told us to our face, it was done incorrectly. Yet, they will not fix it. We want it fixed or compensated for the additional work we now need to fix our roof and dry wall!!!!

  

  Business response

  02/07/2024

  Warranty was voided.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** improperly installed a new roof on our home. They hired a subcontractor to do the work and it was done wrong. The roof ridge vents are installed incorrectly and now ******* is leaking water into my home. We called the company and they are not willing to correct the work. They claim we no longer have a warranty because another contractor did insurance repairs. The insurance repair was done on a small section of the roof and not in the area with the improperly installed vents or where it is leaking. I am not asking for shingle replacement or typical "warranty" work. I want them to do the job right! Or they can elect to pay us / refund us for poor work and we will hire another contractor. Please help us!

  

  Business response

  02/07/2024

  We are sorry for the issue, But the contract terms are if an outside contractor repairs or redoes any contacted material "the warranty is voided" Hansons should have been called first .Also the outside contractor should have been informed the roof was under a warranty. An ethical contractor would not have performed any service.  

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** installed new windows for the whole home. Instead of improving energy efficiency, it got worse.I can feel the wind coming through the windows. and also, i measured the temperature through the seals where I feel air, it is 39 degrees vs 70 inside the home. temperature shouldn't drop by 20. I called for service. I guy came and I explained to him the situation with facts. he said that he is not an expert and somebody else will contact me and come to check the windows.Today, I'm surprise that a lady from ****** called me saying that everything is good with the windows and there is nothing they can do.Literally you can feel the wind coming from outside and these guys dont want to assume their responsibility and resolve the issue. this is a manufacturing defect, and I will take this to court.

  

  Business response

  02/07/2024

  We are sorry you are dissatisfied; our determination is the windows are functioning as designed.

  Customer response

  02/07/2024

  [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:
  
  Windows are leaking air. You can feel the air coming in. Also, I measured the temperature on the windows seals, it is dropping more than 20 degrees versus room temperature, which is not normal

  Windows are not functioning as designed. Instead of saving in energy, this useless investment is making my home much colder
  
  Regards,
  
  ****************

  

  Business response

  03/05/2024

  We are sorry but the inspection determined the product is functioning as designed.  

   

  Customer response

  03/05/2024

  [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:
  
  As I stated before, no inspection has been done. ****** sent a guy. he just looked at the windows without detailed inspection. Then he told me that they will send me a technician to look at the windows in detail.

  I explained to him my concerns with facts and evidence. Air is coming through, and temperature is dropping by over 40 degrees in air leakage areas. I'm not saying something wrong with Windows but obviously, they have not been properly insulated. 

  Now I need an independent third party inspect the windows because I don't trust this company anymore. If I don't see any results, the next step would be to take the case to court, and I can defend it myself. Wondering how much will this cost Hanson 

  
  
  Regards,
  
  ****************

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had multiple windows installed on 08/31/23. Once they were installed, no one came and inspected the installation. I had to have them back immediately on the basement 3 slider window as one wouldn't work correctly. They fixed that. Then a couple of months after that - I noticed I could feel air coming in on the basement window. Someone did come out to check on it. They ended up getting clear silicone caulk to seal up the window. You could physically see where everything did not mesh up and there was a small gap between the window and the frame. Now I noticed the same thing with the bay windows they had also installed at the same time. You can feel the air coming in and see where the is a space/gap between the window and the frame. I call customer service yesterday and was informed they could come out but would charge me a $99 service fee for this. I asked to speak with a manager and the told me the same thing. I am not a window expert so did not know I should have checked all of this after the install. In my opinion, I should not be charged the $99 as this was due to them not installing them correctly of checking the seal around the window. I just want someone to come out and seal the window so I do not have the air coming in. I purchased the new windows and paid the money I did so that I would be saving money, not spending more due t o leak.

  

  Business response

  01/24/2024

  We are sorry for the issues .A warranty service has been completed and we hope it was a satisfactory conclusion.

• Initial Complaint

  01/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a free consultation with 1-800 Hansons about window replacements and bathroom remodel. Then we proceeded to get a loan and get both projects done. We were promised that our windows would be great and a much better upgrade. We were initially very happy with them but now with winter here, the windows are condensating so bad that they are growing mold and have ice chunks on the INSIDE of the windows. We were told this absolutely wont happen. Additionally with the bathroom the job didnt go as planned at all. It took over a month, someone ended up getting fired over the deal and I was told we would be sent a check. We were sent one check. And then more things went wrong and we were told we would get another check of $500. We have get to see that check and that was promised back in September of 2023. Now, of course, our new bathroom has leaked twice into our basement AND all the caulk that was placed in the shower is growing mold as well. As everyone is aware, the growing of mold from our bathroom and every window in our house places serious potential health issues for our entire family. I have attempted to reach out to the company for the check and I do not get a return phone call. I havent tried with the new issues that have arose because frankly, Im so disgusted with how everything played out prior to these new issues.

  

  Business response

  01/16/2024

  Accredit was issued to the window order.

  please go to Hansons.com and submit a request for service.    

  Customer response

  01/21/2024

  [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 tried submitting a service request, when going in to enter the state, ********* does not appear so it would not allow me to submit. I am not sure what to do in that situation. When it states the a credit was issued for our windows, how was it issued? When was it issued? Was it sent as a check? Should we be seeing something in the mail? What something done with our loan? If so, no one contacted us. Additionally, I can submit a service request all day but what about previously mentioned issues with the bathroom, and now having more issues with the bathroom? Also, we were expecting partial reimbursement for that as well which has never been received. Additionally, I cannot get a hold of the guy that promised that reimbursement either. Please provide more information on all of the matters.
  
  Regards,
  
  ***************************

  

  Business response

  03/05/2024

  We care sorry for any issues Please be aware we do compensate for warranty issues,

  If service is required, please access Hansons .com and submit your request, we look forward to a satisfactory conclusion.

   

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a 3 pane replacement window. Was told before constuction of window it was to large to accomodate 3 panes..settled on 2 pane, with manager telling me it would have equivalent efficency. After initial install windows and svreens did not work properly. Installers came back out for adjustments..also at that time installers recommended new sliding sashes be built as originals were defective. Installed two new sashes ti window. Only to find out one of them was still defective...they send another new one, at this install it was discibered they sent wring one. During all this there is still a issue of the window frame itself moves when the wind blows. They sent the manufacturer out to assess. He told me it should of been built in a diffrrent configuration to make it sturdier. Window company now states thrre is nothing wting with the window or installation. Currently still waiting on new sash.

  

  Business response

  01/16/2024

  we respect your concern; the window is correct and is under warranty and a sash is ordered.

  unfortunately, there are no provisions for compensation for warranty requests.

  We look forward to a satisfactory conclusion to the servcie. 

  Customer response

  01/16/2024

  [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,
  
  *************************

  Customer response

  01/16/2024

  Window is not correct..the window still moves when wind blows. This is not satifactory. Nor is it normal..a window should not move....ever...

  

  Business response

  03/05/2024

  Service is set with homeowner. SW Mr. to sch appt for 2/29. Mr. stated he would like tech to leave materials and he would install himself. Mr. stated to leave materials at small garage door. Thank you 

• Initial Complaint

  01/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We installed 4 new windows and one door wall in 2022. When Hansons rep was originally selling us windows he stated it would be a three month wait. It ended up being over 6 months. They measured door wall incorrectly so they had to reorder the door and come back again. Second time they came back the door was wrong color. Windows were all scratched and had nail holes in them. They came to fix that third time. 4th time I called them was for air leak. Now is the fifth time I am calling them because they didnt install seal bulbs and air is leaking all through the house. Everyone I speak to states they charge $99 inspection fee. Why would you charge me inspection fee for something you never installed correctly? I had nothing but problems with this company.

  

  Business response

  01/16/2024

  Tell us wAdvised Mrs that we have her bathroom **** ordered and apologized for the confusion. Mrs is more upset about us not doing anything with her doggie door *** here...

  Customer response

  01/16/2024

  [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 have no idea what this response is referring to. To begin with they never touched my bathroom to now respond that they ordered a sash. Also I dont have a doggie door. I am not satisfied with these responses nor do I know what they are talking about. I referred to them messing up 4 of my windows and door wall. 
  
  Regards,
  
  ***************************

  

  Business response

  03/05/2024

   We are sorry if there was misinformation. 

    A stated previously any request for warranty service requires a $99.00 inspection fee

   

  We look forward to providing servci8e once the fee is paid. 

  Please go to Hansons .com and resubmit the service request. 

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted ****** about a new roof needed for my home. ******** came out in June with an estimate and again and July 24, 2023. The cost was to be discounted if I accepted within 3 days, I am 77 yrs old and felt pressure as I wanted to get an additional estimate but was told that I needed to sign to receive the discount. The work order was signed on July 24th to receive the discount and made a down payment of $8754.00 to secure the deal. Work started in August and completed in a day and a half and the crew left without letting me know. My son came over to examine the work and found that rolled roofing was used and it was supposed to be all shingles, when the trim was taken off, the siding was torn in multiple places, the flashing on the chiminey was incorrect, did not raplace the facia correct and the downspouts were left hanging. The crew left wires for the heated gutters hanging. I attempted to work with the company and they had someone come out and walk through and look at the work and he would go back to the office and make an additional work order, I was told that if the siding could not be fixed, money would be deducted from the balance owed. Supplies were ordered and work began to fix the rolled roofing; however, the siding was never repaired and they could not repair as it was not their issue. I have tried multiple times to work with them on the balance owed in the amount of $17,000 to no avail, I just want my siding fixed, I am a 77 yr old widow and willing to pay my debt but they are not willing to work with me. I felt pressure signing the contract in the first place. I just want the siding fixed as they are the ones who destroyed it.

  

  Business response

  01/16/2024

  we have left messages to schedule1/12/2024 ******, Pamala    10:03:12 AM
  LVM on main number requesting call  back to sch. Sch w SP Con 1/17 or next avail. 

   

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