HANSONSReviews of hansons.com

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.