ComplaintsforHanso Home, Inc.

• Initial Complaint

  10/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for a standard sized pergola on June 7th with a promised delivery within 8-10 weeks. On October 3rd I attempted to contact contact Hanso by the phone number provided on my invoice. I then received a message from *****. After several interactions which, after reviewing some other BBB complaints I now believe may be a bot of some sort, or at least a canned response, was promised a full refund and that someone would be reaching out. I have yet to hear back, have followed up several times, and now am not receiving email responses. It is now going on three weeks since my initial request for refund. I would like to be refunded in full.

  Business response

  10/28/2024

  Please check your email, you should have received a refund notification already. We apologize for the inconvenience. Please contact us at ********************* if you need any other help. Thanks!

• Initial Complaint

  10/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a pergola March 29,2024. This eventually arrived in August. They offered me a refund one day and then gave me a $500 credit if I would accept the offer since it was now being sent. Once arrived, the wrong manual was sent and then a old manual needed to be sent. Apparently, this pergola was parts of the old version and updated version. There were several other issues with parts and needing a builder to return 3 times. Hanso credited me 350$. Unfortunately, one piece was missing(common louver). I have called 4 times and have been promised this will be sent for over 1 month. They are always respectful over the phone, but keep moving the date by which they can give me a tracking order. So I have a pergola that is not complete and have not been able to get this company to tell me when the last piece will arrive.

  Business response

  10/14/2024

  I’m so sorry to hear about the challenges you’ve faced with your order. I can understand how frustrating this experience must be, especially when you were looking forward to enhancing your backyard space. It’s clear that our delays have not met your expectations, and I truly appreciate your patience throughout this process.
  
  I’d like to assure you that our support team is available to assist you further. If you’d like to discuss your concerns or need any additional help, please feel free to reach out to us directly at *********************.
  
  Thank you again for bringing this to our attention.

  Customer response

  10/23/2024

  [[BBB transcription via email, see attachment]]

   

  
  The company sent me the last ****** I needed---but unfortunately, it does not fit(please see picture) The louvers arms are different in size and do not match the other * ******s. This underscores that the company has sent me parts to two different models/versions (old and new) and therefore, they send me the wrong fitting pieces. 
  
  

  
  

  Customer response

  10/23/2024

  [[BBB transcription via emails]]

   

   I feel like I have been put through the wringer with this pergola.  I think they have to either send a technician out to assess what the heck model parts I need.  There was also a problem with connecting the louvers as well with a too large washer.  Feeling hopeless/frustrated!

   

   I have contacted the company again and they are trying to "figure out" what part is needed.  This will not work---I have two different manuals because they sent the wrong one initially---and this complicates explaining what parts are needed because they don't know what model they have sent me.

  Business response

  10/23/2024

  I’m so sorry to hear about the experience you’ve had. I completely understand how frustrating it must have been to wait so long and still receive an incomplete order. I can assure you that we’re taking your feedback seriously and want to ensure you feel supported through this process.
  
  Our support team is here to help. Please reach out to us directly at ********************** and we’ll prioritize your case to see how we can address your concerns as quickly as possible. I want to emphasize that your situation is important to us and will receive the attention it deserves.
  
  Thank you so much for your patience, and we truly appreciate your understanding.

  Business response

  10/23/2024

  I’m so sorry to hear about the experience you’ve had. I completely understand how frustrating it must have been to wait so long and still receive an incomplete order. I can assure you that we’re taking your feedback seriously and want to ensure you feel supported through this process.
  
  Our support team is here to help. Please reach out to us directly at *********************, and we’ll prioritize your case to see how we can address your concerns as quickly as possible. I want to emphasize that your situation is important to us and will receive the attention it deserves.
  
  Thank you so much for your patience, and we truly appreciate your understanding.

  Customer response

  10/23/2024

  I have conveyed this information to BBB---I keep getting replacement parts that don't fit the pergola I have.  I have had a builder here 4 times and each time he finds more issues.  Currently, the ****** that was sent is a * ******, but does not fit with the other * ******s I have.  There are plastic spacers that are supposed to be used to attach each ****** to the two "flat bar" so all the louvers move together.  There is a lip on these two bars that does not allow the spacer to be used.  

  Business response

  10/28/2024

  Thank you for reaching out and sharing your thoughts with us. I completely understand your concerns regarding the timing of resolving the issues related to your order and meeting your expectations. I want to sincerely apologize for any frustration this has caused and assure you that your feedback is taken seriously.
  
  If you need further assistance or have any additional questions, please feel free to reach out to our support team at *********************. We’ll be more than happy to review your case and provide the necessary support. Please know that we’re committed to assisting you in any way we can.

  Customer response

  11/06/2024

  I have received notification that the company is sending yet another ****** with washers that go with the old version of the Hanso model.  It is set to arrive around 11/20/24.  I will let you know once the items arrive and if that completes this situation.  ***** ******

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased two Pergolas from this company one in January of 2024 (it took 4 months for delivery) and the other in May of 2024. Unfortunately, the second one was missing a crucial part that allows the Pergola to open and close. This is a very small part that should be easy to deliver. I have been in contact ever since with the support staff at the company with no results of getting the proper part. The response is always "First and foremost, I sincerely apologize for the delay in our response. We have been experiencing a high volume of interactions, and I appreciate your patience during this time." This is always the same response, and we will get the part to you very soon. This has been going on since May and during all this time this has prevented me from opening or closing my Pergola. I have spoken to them on the phone, written emails everything I can possibly do to get the part. They've even said they have escalated it to their manager. Still, to this day of September 2024 I do not have the part. Buyer beware, the support staff of this company apparently is too busy to take care of their customers and all you get is a canned response that their working on it.

  Business response

  10/04/2024

  I’m so sorry to hear about the experience you’ve had. I completely understand how frustrating it must have been to wait so long and still receive an incomplete order. I can assure you that we’re taking your feedback seriously and want to ensure you feel supported through this process.
  
  Our support team is here to help. Please reach out to us directly at *********************, and we’ll prioritize your case to see how we can address your concerns as quickly as possible. I want to emphasize that your situation is important to us and will receive the attention it deserves.
  
  Thank you so much for your patience, and we truly appreciate your understanding.

  Customer response

  10/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me. 

  Please Note: That the part received is chromed instead of the original grey painted part that comes with the pergola. I will accept this but be aware that chrome rusts and if this happens, I will be asking for the original grey painted part in the future.

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We ordered a 10x13 Pergola with Electric features - LED lighting, Electric Roof and 2 side electric sunshades and paid the full amount ($10K) on April 30th. We were told it would be approx 8-10 weeks. I have received some progress information each time I have reached out but the dates keep slipping and moving out. When I go to call it always goes to voicemail and I leave a detailed message. I get a standard email saying they will respond with details but they don't. We've had our backyard landscaped and employed a Landscape company to do this for us. The last piece is the Pergola. We are now the middle of September with no confirmation of when it will arrive.

• Initial Complaint

  09/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased pergola from Hanso Home on 5/23/24 via contractor (Imagination Renovations). Pergola arrived with one of four corner support poles damaged. Regarding the damage, product was wrapped in protective film (good) but a metal shard was caught between the pole and the wrap scratching the finish coat. Have requested a replacement multiple times from the company to no avail. No ETA, no follow-up. The company has been completely unresponsive regarding a replacement part for a product that was paid in full more than three months ago.

  Business response

  09/24/2024

  Thank you for sharing your experience with us. I sincerely apologize for the frustrations youve encountered over the course of your order. I understand how disappointing it must be to face such challenges with your order, especially after the effort and investment youve made.
  
  I assure you that our support team is here to assist you. If you reach out to us at *********************************** we will do our best to address your concerns and provide the help you need.

  Customer response

  09/26/2024

   I am rejecting this response because: this is the same message Ive heard for 4 months. The issue is not resolved and I still have a pile of parts sitting in my yard awaiting a single replacement item. 
  
  
  

• Initial Complaint

  08/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  BBB, on May 13, 2024 we ordered a Pergola from Hanso Home Inc. This expense was charged to our credit card in total of $6,870.18 Since May we have had very limited correspondence from Hanso to the status of our order. I have called numerous times with a very slow or no response. Looking to get full refund.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  The advertisement from the company website is false and misleading. I ordered my pergola in March and 5 months later I have still not received my item purchased for over $7000. The shipping company stated they were not paid by Hanso to deliver what I ordered. I am concerned this company is a scam and not operating as a legitimate business with misleading and false statements. I am awaiting a refund of what I paid.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a pergola from Hanso homes on March 29th for a 10X13 pergola and heater, and paid for the order in full at the time ($7,234.06). The delivery time was estimated at 6 - 10 weeks. It is now been nearly 20 weeks and I have not received my order. I have reached out to the company multiple times via email and phone and have not received any feedback about if and when my item will be delivered. There has been a tracking number on my account for two weeks, but it does not link to anything nor does it say who the carrier is so I have no idea if the item has actually been shipped.

  Business response

  09/10/2024

  Thank you for reaching out and sharing your concerns. We completely understand how frustrating it must be to experience such an extended delay, especially after anticipating the delivery within the expected timeframe when the tracking number didn't provide the expected information. Your experience is important to us, and I assure you that we take this matter seriously. 
  
  To ensure that we address your specific situation with the attention it deserves, I would kindly ask you to contact our support team at *********************************** They will be able to look into your order in more detail and provide assistance.
  
  We value your trust in Hanso Home, and I want to assure you that our team is dedicated to supporting you. Please reach out at your earliest convenience, and we will be ready to assist.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  purchased a pergola from Hanso Home on March 12, 2024. I paid estimated 4950.00 for the product. they informed me that they will deliver the product in 10 to 12 weeks. Once purchased no responds from Hanso Home about the product. I contacted them several times, they promised to shipped product and will email tracking number, again no tracking number, again call again and given the same answer. Do not have faith in this company and afraid I have lost my money. I saw this ad on facebook. They need to be out of business because they are making false promise they cannot keep. I will see what legal action I can take against them.

  Business response

  08/12/2024

  Thank you for reaching out. We apologize for the extended issues with your order and for the trouble this caused you. We wish we were able to provide a faster resolution and provide you the service you deserved. We know this purchase means a lot to you and we appreciate you giving us a chance to do our best. Thank you again for your patience and being our customer. Our records show your pergola was delivered now. We hope you are enjoying the pergola and that you'll be able to find positive aspects of the experience now that the pergola is with you! Please let us know if you need anything else by emailing us at support@hansohome.com.  

• Initial Complaint

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Dear BBB, We purchased a pergola, a sun shade, and 2 heaters from Hanso Home on March 22, 2024. We paid $8,069.00. Our purchase initially arrived on June 13, 2024. My husband and team removed all furniture from our patio and moved all the pieces near our patio to begin assembly only to find that the 4 major posts shipped were incorrect and no assembly could not begin. He had to move all the parts (which were many and heavy... required a forklift to deliver) back to the front filling a full bay of our garage. Hanso agreed to send the correct parts. The new posts arrived on 6/26/2024, but instead of 4 posts, Hanso only shipped 2 of the 4 posts we needed. Before opening the new box, my husband again moved everything only to find he could not begin and had to move everything back again. Hanso has been telling us that they will ship the 2 remaining posts for the last month. It's now July 23 and they do not know when they will be able to ship the two missing posts. This entire time (since 6/13/2024) we have not been able to use our garage. At one point, Hanso refunded $350 to apologize for the delay. Additionally, we purchased the pergola to install for my daughter's grad party on 6/2/2024 and for the summer. Since it has not fully arrived, we missed the party. And, my husband is a teacher and goes back to work in 8 business days; therefore, we've not been able to use at all this summer and in the meantime have not been able to use our garage bay and have had to expose our vehicle to the elements for the last 2 months. This has been a completely unacceptable experience. We would like the 2 missing (and originally incorrect) posts to be delivered ASAP. We believe Hanso should provide a refund for our terrible experience.

  Customer response

  08/16/2024

  Hi ******,

  I have forwarded by email new correspondence from Hanso.  However, we've not yet received the promised refund.

*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. ↩