HANSONS Avis 

If you like polite customer service people who are incapable of helping you other than by way of transferring you to another extension that does not pick up, or if you enjoy being put on hold for hours listening to the same music over and over then Hansons is for you. I spent over $25,000 over the past 30 years with Hansons, and every experience was great. Service was positive, sales folks were knowledgable and customer service, well, serviced customers. That was when people cared. That is long gone at Hansons.
I had a screen door break back in June. My product has a lifetime guarantee so I called 1800 Hansons for a replacement.
They pulled my file, I ordered the door and waited, and waited and waited. I called in August and was told, "Oh, didn't they call you to measure the door?" No, they did not.
I asked to schedule a measuring, even though I was told they had the measurements on file. I was transferred to scheduling who after 45 minutes did not pick up the phone.
Frustrated I called back and after another 20 minutes, a very nice young CSR apologized and said she would transfer me to scheduling. "NO DO NOT TRANSFER ME, they do not answer"
She put me on hold and 15 minutes later a very unhappy scheduler answered the line and my measurement was scheduled for the next day. GREAT.
The very polite serviceman who came spent all of 5 minutes measuring the door only to find out it measured exactly the same as what they had on the sheet. Amazing.
He again apologized and left. I waited.
It was now the early part of September and still no door so I called again. This time the hold times were longer, the answers were less helpful and in frustration, I asked for a manager, and I got Jason.
Now Jason is a nice guy but helpless to move anything along. I had to hear about COVID, people are working remotely, blah, blah, blah. He did make some calls and got back to me promising my door would be in my house around the 24th of September.
I get it, COVID has ruined everything so I thanked Jason and waited and waited and waited.
It was now the 6th of October and still no door.
Again on the phone, again the LONG holds, the endless empty transfers. I asked to speak with Jason, got his number, and left a message.
I called back went through the hold and transfers again only to be told my door had arrived on September 16! "Well then why is my door not in my house?" I asked. "No idea," was the reply. "You have to schedule an install," was the response.
"Fine, send me to scheduling."
A full 45 minutes later 4 different transfers and no response, I ask to speak with a manager. The manager was very polite apologizer often, reached out to get the door scheduled only to be told no one was there to schedule, I was told to call back. "No I am not calling back find someone to drop the door off in my driveway and I will put it in myself"
She put me on hold for the 5th time and came back with the great news that my door will be installed tomorrow at 9 am. I thanked her and suddenly my phone rings. It's Jason saying he got an email to call me.
I explain my frustration over getting my door and he goes into well everyone is working from home, its COVID, on and on.
I told him in no uncertain terms I was VERY unhappy with the service from Hansons and he should be too. I told him I was going to write this missive and he had the gall to say "You are going to write a bad report over a free door?"
I told him my door was guaranteed for a lifetime and YES I am unhappy about the experience and I want everyone to know what to expect because well, everyone is working remotely and it's COVID you know.
So here is my experience. I can honestly rate Hansons an A for product and an F for service.
I hope this helps you be prepared for what may or, hopefully, may not happen to you. Stay well

We had 7 new windows put in a few days ago. 4 of them are defective- broken latches, can't open the windows, one holey screen.
Installer put all windows in even after seeing they had problems. And the finish work looks awful: trim on the inside has sloppy cracking caulk all over the place, corners don't meet up correctly, outside will surely have rain leak in around the gaps. It's a nightmare and no one from their company will call us or email back. DO NOT HIRE THIS COMPANY.

I had to escalate warenty issue to a VP. Here is part of the letter:
You have a HUGE defect in your Bay window product. There are seams that leave gaps to the outside that water can get in. Water gets in these seams runs down behind the vinyl and rots out the wooden platform that is an integral part of your Bay Window design. This this rotten wood is constantly wet and creates a harbor for mold. You tried to blame installation. However, the person who came out to measure and temporarily patch the window because there is literally a hole through the wood from the bottom seam into my house from the window having rotted away the wood platform said, "I have to caulk these seams every time I see these bay windows." So either you do not have the proper installation instructions or your contractors do not follow those instructions. In either case the design is flawed.
To address the other comment that 1 little window can't contaminate a house please note the pictures below. This is a 10' long Bay Window. This is a piece of rotten moldy wood that Hansen's designed and installed in my home open to my family room behind the couch where my children watch TV and play and read...
Lastly, this is a custom window. It is not a standard size. It is not something that the window manufacturer is going to have coming off the line any time in their regular production schedule. It needs to be PUT ON THE SCHEDULE NOW. If it's not put on the schedule, it will NEVER GET DONE. If it gets put on the schedule it will take 1 day. That is what needs to happen it has already been 8 weeks.

PS It had better be the right size this time - that was no installation error. That was ALL YOU.

8 weeks after the order, I'm now told it's five weeks once they have heard from the factory. Still haven't heard from the factory and they can't/won't expedite the order.

They also have never upheld their warranty on our gutter guards. Every year I have to call (because of the BAD PRODUCT clogging up and ruining my flower beds). Every year I am ignored.

5 weeks later no answer back for installation you call and ALL they say will have someone call call in couple days passes 8 - 10 days and no call

DO NOT GIVE THEM A DEPOSIT!! I had a salesman come out to my home for an estimate. I reluctantly agreed to their estimate, but was told I had 3 days to cancel and receive a full refund. I ended up getting other quotes and they were all significantly cheaper so I called to cancel on the 2nd day. I asked for an email confirmation of my cancellation, but was told I needed to call back so that the manager could have time to approve it. I called back a few hours later and was left on hold for about ten minutes, then the call was mysteriously disconnected, this happened twice. I then called from my daughters phone, what do you know, they answered right away, when I asked for the email confirmation of confirmation I was told to call back for I was informed they couldn’t give me one, but not to worry my refund would be issued in 3-5 days. It is now day 8, still no answer when I call and apparently my daughters phone has been flagged to. Thankfully I gave the deposit with a credit card so I have filed a dispute, but that may take up to 90 days. So my advice is this…don’t give them a deposit, if you do use a major credit card, have a surplus of phone numbers to call from and a recording device probably wouldn’t hurt either, since I don’t think I can’t count on them to be honest about anything that was said

Bought a home back in Oct 2020. The home had undergone a flood prior to our purchase of it and the large window that was busted out was insured to be replaced by Hansons policy. The process of replacement was underway before our move in date. We moved in and never heard from Hansons and came to realize the replacement window which was to be ours went to another customer due to poor communication on their part. Finally a contractor came over to re take measurements and told us the window should arrive at such a date as we were notified of. Time came and went and that never happened and we called Hansons and they said the contractor never gave them the measurement info to begin with so it was never ordered. Eventually a Hansons employee came to take measurements for the 3rd time. Estimated wait time 8 weeks was what he told us it would be. Well we're still waiting 10 weeks later. 9 months total wait time Hansons. Where's the window!? It's almost been a year!!!!

Great customer service from beginning to end. Very high quality windows !
Excellent price for excellent windows.
My second time using this company now.
Will be back for a third time.

I had three windows installed in a bedroom, a installation tech was very offensive and disgusting not a good experience for a older single woman to experience. Now I need a repair on a window but no one gets back to me. I need more windows installed but Hanson would not be considered from me.

Horrible customer service!! 21 months and 3 re-do’s to get the original install correct. No one returns your calls or emails! Frames were in my garage for 7 months with no answer from scheduling department!! RUN!!!

Do NOT place any value on their lifetime guarantee. My siding, aluminum wrap and roof were installed 8 -9 months ago. Each crew was a chore to work with. They left nails, material debris and garbage all over my property. They staged materials and left garbage on my neighbors properties. They didn't aluminum wrap a door they were supposed to; still not done. I am just now trying to open windows for the summer (the work was performed during winter months) and several of my windows that they sided/wrapped won't open any longer. Multiple calls, multiple appointments, hours of my time wasted on the phone and waiting for no-show technicians. They just took my money (a very healthy sum) and never looked back. 5 broken lights on my property due to their disrespectful employees. NEVER once have they corrected anything. Horrible company. Horrible service. I am still waiting for their "scheduler" to call me back (2 days now) for a 3rd attempt at getting someone out to fix the window problem. Likely another no-show. If I ever get the call. Thankfully I'm in a position to talk to people looking to do home improvements every day and have already saved many from the heartache of working with this sham of a company. Lifetime guarantee. What a joke. Didn't even get through a few months without still unresolved issues.

I paid Hansons to have my roof, gutters and down spouts done alone with other work I asked my sales person if it could be done and he replied...Yes! Well most of the work was done poorly, sloppy and unprofessionally. Old parts on new parts, what I was told I was getting I didn't received. I called several times about this matter and had no real results until I spoke with Marilyn, she called back when she said she would and sent someone out that DAY! not a week or two later and still did nothing about the problem but lie, she took care of this awful situation. Thank you Dan for coming and fixing the problem it was a pleasure talking with you. I rate Hansons one star.... THE COURTESY OF MARILYN... I RATE FIVE STARS....WORKMENSHIP OF DAN.....FIVE STARS.

My roof was replaced a couple of weeks ago. Most of the work was good, but when I spoke with one of Hanson's representative about a concern, I was dismissed. A couple of threats later, Dan was sent out to make a token repair. He reviewed the workmanship and determined there was more to do than he was led to believe.

He assured me that he'd be back to make the repairs the next day. Hanson's Marilyn called to confirm the conversation I had with Dan. The next day, Dan and the original crew showed up early. Dan took the opportunity to make this a learning experience. Repairs were made quickly. Marilyn made a follow up call to ensure I was pleased. Thank you to both Marilyn and Dan.

I’d like to give a BIG shout out to Shantae! I’ve been having nothing but issues for awhile and she fixed it within a matter of minutes! She’s so fantastic at what she does and deserve a BIG SHOUT OUT FOR THE PEOPLE IN THE BACK!! Hanson’s please give this women a raise to while your at it! She’s the best and deserve to be recognized!

This is a horrible hack company. I wish I wouldve read the reviews first before the roof installation. 10k later and the installers dumpster is still in my driveway 2 days after the job was completed. Every time I call no one answers the phone. I text my service rep and he keeps saying he'll see what he can do. Nothing! In the meantime were parking our 2 cars on the street. Crazy. I only give one star cause I had to give this review. This is a nightmare.

We have used Hanson's for all of our window needs in the past. David (no last name provided) came out to give us a quote. He walked into our home and turned his nose up right away as we are in the middle of a move and there are boxes and items around the house. I told him exactly what I was looking for and he asked me 3 different ways/times if my husband was available. I explained I am more then capable of making decisions and did not need my husband's permission. He then proceeded to ask me personal questions and continued to insult me. After I cut him short as I didn't need a 3 hour presentation (nor did I care to hear him bash every other company) and was attempting to work from home, he got even more agitated. When he finally gave me a quote and I told him I needed to think about it he again told me to call my husband. He also kept trying to give me "incentives" to sign up that day as I would "never get such a good deal again; and it would be difficult to get someone scheduled to come out again". I politely declined again and he stormed out of my house like a child. He left zero contact information. I called Hanson's and asked for a callback and never received one. I have inquired online as well. It is an absolute shame that a company like Hanson's doesn't value customer service.

I finally got my problem with the vents on the outside of my house taken care of today. I had been contacting Hanson's off and on since December 2020 regarding the problem. It was almost impossible to get a return call from them so I had to constantly contact them. Several times they came out with the wrong vents. On Saturday April 24, 2021 Kris Casey ( their employee) came to the house but once again they had sent the wrong size vents. Kris told me he would take care of the problem and be back ASAP.
Today Kris Casey (their employee) gave out and replaced the vents, he was very helpful, got the job done in a very short time and was very professional. Hanson's needs a few hundred more like Kris.

We are very happy with our windows from Hanson’s. We needed slight service and they were there to fix 2 screens. From beginning to end, pleased with all of those involved. We had 1 issues and they went beyond to make up for it. Thank you Hanson’s.

I called to get my screen repaired on 4/8/21. the only dated they had to pick up my screen is 4/30/21 between 11-1. I've been with hansons since 1996 amd had all my windows replaced in 2 homes and this is how they treat their customers?????
Really!

I’m in Michigan, I have been sooooo patient with Hanson’s but today I hit my wall. After waiting since December for my second replacement of 7 windows only 3 fit.
Zero communication from the company, unanswered voice messages, they changed my install appointment and then never showed up. I wish I NEVER got involved with them.

Definitely would not recommend Hanson’s! All they care about is getting your money. Communication is basically non existent, never knew when installers would show up because no one would bother to call to let you know. Their contractor they use for Denver and surrounding area’s, Justin with Justntime construction was the worst!!!! Never completed paperwork for midway install the city needs and of course didn’t get the city scheduled to come do the final inspection. Won’t return phone calls to get it done but of course they want payment for the permit . Stay away from this horrible company because you will definitely regret if you do.