Complaintsfor1-800-HANSONS

• Initial Complaint

  06/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had ******** do our roof a few years ago, had to call them back out numerous times because it leaked. We have a lifetime warranty on all aspects of the roof. They came out over the winter, left a nail and part of the old roof sticking through my new shingles. Called they sent someone out who couldn't believe what he saw, said the roofers who did this are not roofers but a joke. He removed the nail and old roof from under new shingles and put black tar on.( It's a brown roof) Said he would put in work request and tell his boss the shingles need to be replaced. Never heard anything from ********, I have since put in two service requests that were unanswered. I didn't pay nearly $10,000. To have my roof tared because their roofers made a mistake.i want it replaced. I have pictures of the nail sticking up from under shingles and sent to ********, but it's too large to send in this complaint. The same roofers also broke.my mailbox, and refused to come back out because I gave them a one star review.

  

  Business response

  06/16/2024

  We are sorry for the issues

  The service manager has been notified and will follow soon.

  We look forward to a satisfactory conclusion

  Customer response

  06/22/2024

  [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

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I put money down on an order with the understanding ( and in writing) That I could cancel within 3 days if I needed to . I did have to cancel my order on day 2 and they cashed my check anyway. Now I have to fight with them to get my money back in small claims court. I am so upset with 1-800-Hansons, they have zero response to customer service. They assured me my check was on the way but it has been 3 weeks and still nothing.

  

  Business response

  07/02/2024

  We are sorry there is an issue regarding the request to cancel and receive a refund 

  A message on behalf of you has been sent to our regional manager to address 

  We are sure there will be a satisfactory conclusion 

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted 1-800-Hansons to replace my roof and windows.They said they would remove and replace all the old wood from the surface of the roof after removing the old shingles. They didn't do this. They simply removed the old shingles and then put new wood over the old and added the new shingles. They then said they were going to add an additional ***** dollars to the roof total. When I complained about it and said this is not the Job I contracted for and wanted an explanation I was told this is the way it is done and they were perfectly within their rights to do the roof the way they did it and were comfortable referring the matter to their legal depth. Help! My Wife and I are retirees and have no idea how to proceed.

  

  Business response

  06/24/2024

  We are sorry that you have concerns regarding your roofing job everything that we do has to be compliant to be under warranty which it is but on your behalf we have sent a message to the local regional sales manager in Saginaw on your behalf you should be hearing from someone shortly thank you.

• Initial Complaint

  05/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Complaint to the Better Business Bureau On May 27, 2024, I had a scheduled appointment for a property I own. As this was the only available day that worked for me, I flew in from ******* and drove a couple of hours to be at the home for the appointment. ******* had required that I provide photos of the house through their app, which I did, uploading the images two hours prior to the scheduled meeting time.I was then called by a sales representative who informed me that there had been a mistake with the booking. I expressed my understanding of the mistake, but emphasized that I expected someone to still show up for the appointment. The representative stated that they would call the General Manager.After waiting for over an hour, I called back and spoke to another individual, who told me that they could only email the management, not directly contact them. This has resulted in a waste of my time, as I had to take time off on a holiday to accommodate this appointment.I expect a resolution to this issue, as the lack of follow-through and inability to reach management is unacceptable. Please let me know how this can be addressed.Thank you for your assistance.Sincerely,***********************

  

  Business response

  05/30/2024

  1800 Hansons takes all consumer complaints seriously and we regret the that this issue has caused the complaint.

   

  We have taken steps to ensure this issue will not occur again and correctios are being made.

  If further communication is required, please contact.

  *************************
  Vice President ******** Relations
  ***********************
  977East 14 Mile Rd.
  *******************
  **********************************
  Office ************

   

  Customer response

  05/31/2024

  [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

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  November 29, 2023, I paid a deposit of $14,400 for windows and siding so Hansons would start the ordering process. They began the window installation on February 14, 2024. Two windows had broken panes and it was explained to me that they would install them as is for now because it was only one layer of glass that was cracked and they would be able to do a quick window sash exchange to replace the cracked ones as well as another window pane that had an inside seal that was all messed up. They assured me it would be a quick fix. They also brought two garage windows and one was not the correct size, so they would not install either one until the other window was there and ready to go in together. After the first set of window installers left, I noticed the inside vertical trim was cut too short on several of the windows and filled with caulk masquerading as wood. I called the same day and requested that this be corrected on the next visit. I also mentioned that there were smudges on the glass of some of the windows that was not coming off with several cleanings and I was told they would have the crew use a special cleaner to remove the glazing residue that I could not get off.. The next crew that showed up for the windows, had neither of the sashes for the cracked sunroom window / messed up inside seal (same window), and the Wrong sash for the cracked basement window. All of these needed corrections were Preceeded with pictures to avoid confusion. That was Unsuccessful. On Thursday, May 16th, 2024 ******** Scheduled an appointment for the window crew to show up between 8am and Noon. this appointment was a no show and I had to contact them to find out when their crew was coming. They told me they were not going to make it that day and would schedule me to be the First Appointment on Saturday, May 18, 2024 at 8 am. Again, no call, no show. I called to see where my crew was and asked when they would arrive. I received a text message stating they would get here between 1pm -3pm on Saturday, May 18, 2024. It was after 4 pm, so I left to attend another obligation. While enroute, I received a call from 1-800 Hansons around 4:20. pm that the crew was at my home and no one was home. I am furious, again there. was NO communication letting me know someone was going to be here on this day since the time I was told they would arrive had already expired. I have had to rearrange my life multiple times for appointments they do not show for..

  

  Business response

  05/21/2024

   Hansons takes all consumer complaints seriously and we regret the communication and scheduling issues.

  A message has been sent to management regarding expediting the scheduled services. 

   

  We look forward to a satisfactory conclusion.

  Customer response

  05/22/2024

  [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 am rejecting this response. The last communication from Hansons was that they would call me on Monday,, May 20, 2024 to Again reschedule an appointment for the work to be done. They have NOT contacted me.
  
  Regards,
  
  *****************

  

  Business response

  06/26/2024

  Records indicate that there has been contact made I've assured our team that you're complaint needs priority and I have responded accordingly to management to contact you

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  **ve been dealing with 1-800-Hansons since last may/23 ** signed for a new roof in may 2023 (financed $23,000) **ve had nothing but problems with the roof since day one.First the crew they sent for the installation were drinking alcohol and they did a horrible job we had beer left in attic as well as roof shovels and a hole in our ceiling. ** have had Hansons out here at least 30 times and we are still experiencing roof leaks!! Its been almost a year and were still waiting for a fix!!! Please help us.ultimately we dont trust their work and we want a brand new roof.a complete replacement. ** have the contract as well as all days my husband has missed at work to make sure this job gets ****************** of the work and problems and all the dates. Way to much to uploadplease call or email .

  

  Business response

  04/17/2024

  We are sorry for the issues, please be aware we have inspected, and a process is in place to schedule the warranty repair. 

  We do understand the frustration and will endeavor to resolve any issue with the roof warranty service.

  The claims of installer issues have been noted Thank You.

  We look forward to a satisfactory conclusion.

  Customer response

  04/23/2024

  [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

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered 6 windows, after installation I noticed they were all crooked and the screens had gaps. I had to be persistent to make them solve the issue, they replaced the most crooked screen but it didn't fix the problem. After I kept on the issue they finally send a contractor to look at it who told me all 6 windows were installed incorrectly, damaging the windows and they all needed to be completely replaced. After his report, it still took me reaching out multiple times to get them to address this. When they came out (almost 1 year after they were initially installed), one of the new windows were broken when they carried them in the house. Hours later, they left and I realized they just reinstalled the original window (one of the previously damaged ones) since they broke the new replacement, and never said anything about it to me. Also, the walls around the windows were very damaged from the multiple times the company had to come out to fix the issues before the replacements (7 times in total they came out to my house). After all of this hassle, I called the company about their contractors reinstalling the damaged window since they broke the replacement and not even telling me about it. All I wanted was the single window to be refunded since it was damaged, reinstalled, and I was never informed about that, which seems very shady. I did not want them to come back out and reinstall a new one because of the multiple issues that happened each time they came out (ie damaged walls all in bathroom around windows, dog p*** not from my yard was tracked all over my deck and they didn't attempt to clean it, time away from work that I had to be home to let them in for repairs, etc). They would only refund me half of the price and were very rude to me during the process. During the year of these issues it was always hard to get ahold of someone and it was always difficult to get them to actually address the issues. I also have picture and video proof of all the damage as well.

  

  Business response

  04/17/2024

  We are sorry for the issues; A credit was accepted AND AGREED TO for the one window. 

  The calls are recorded, and we cannot find any of Hansons representatives being "rude" during the interaction. We did discover the customers angst that was apparent due to the claims of issued. We are sorry for any distress during the warranty process. .

  If there is a claim of interior damage, please refer to the contract terms and conditions regarding submitting the claim to the homeowner's insurance for validation and resolution.

   

  Any new warranty issues can be submitted online.

  Customer response

  04/24/2024

  [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:
  
  A full refund was not provided for the damaged window, only a partial refund. Also, I did not report a specific instance of a rude employee on a single call when I called to discuss my numerous concerns, however, I stated that it was extremely difficult to get the company to address my concerns or even take initiative to remedy the multiple issues/mistakes that were made by the company. It was always myself who had to take the initiative to reach out to the company when their contractors would tell me that were issues instead of the company reaching out after receiving reports from their contractors, for example, when the contractor told me that all windows had been installed incorrectly and thus damaged in the installation and needed to fully be replaced, it was myself who had to reach out more once than to get the company to address this.
  
  Regards,
  
  *****************************

• 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.

*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. ↩