Complaints

This profile includes complaints for Hanso Home, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hanso Home, Inc.

  Copley, OH 44321-1762

• 

  Hanso Home, Inc.

  1007 N Orange St Fl 401 Wilmington, DE 19801-1239

• 

  Hanso Home Inc.

  1007 N Orange St Fl 4 # 401 Wilmington, DE 19801

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/15/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed order # ***** on 8/19/2024 for a 13x13 and a 13x19 pergola kit. These were delivered on 11/30/2024. We received 32 incorrect parts and notified Hanso support on 12/4/2024. We were told we would receive replacement parts for the pergola slats and drivers asap. We have subsequently placed multiple calls about when we would receive the parts only to be told they are out of stock and would be in soon. Each time we have been told ********, the manager, is actively working on the issue. I made my 4th call today and was told the same thing from the original salesman ***. I would appreciate any assistance BBB can offer.

• Initial Complaint

  Date:11/24/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/22/2024 Hanso Homes charged my credit card $6,444.00 for a 10'X13' pergola to be delivered to my home Invoice #D5396. Hanso Homes communicated on August 22, 2024 (****, Senior Product Specialist) the following:"Dear ****,We've received your payment and your order is in progress. Our concierge support team will keep you updated on every milestone.They'll provide you with every milestone of the process. Manufacturing Started Manufacturing Core Parts Manufactured AluminumExtrusions Color Coating Packaging Tracking information To provide feedback on your experience and assistance from **** *****, kindly visit TrustPilot: [On11/4/2024 I communicated the following:"Hi ****,I sent an email this past Friday to ********************************** as your August 22 email advised but I haven't received a response.I was wondering whether you could provide an update as to when you will ship our pergola?Payment Receipt ORDER NO #*****ORDER DATE 21 August, 2024 10:51 PM"After repeated attempts to reach a manager, ******** of Hanso communicated on Nov 18, 2024 the following"Hi there, ****,Thank you for sharing your concerns. I understand the frustration you've experienced, and I want to sincerely apologize for the time and confidence lost with Hanso. As the supervisor, Id personally like to take responsibility and help turn things around for you. Additionally, to thank you for your patience, Id love to include one of our new Hanso Hi-Fi Outdoor Bluetooth Speakers as a gift. This mountable speaker is designed for outdoor enjoyment, valued at $590, and would be a perfect addition to your pergola setup.If you're open to discussing this further, Id be grateful for the chance to ensure your satisfaction. Please let me know if I may proceed, and Ill personally see to it that your order is handled with the highest priority.************ (09:00-18:00 EST).On 11/24/2024, I am still waiting for my refund. Hanso will be deducting a 15% restocking feed!!

• Initial Complaint

  Date:11/06/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered and paid for the pergola in full on August 3, 2024. At the time time, delivery was estimated 8 weeks. It has now been 13 1/2 weeks. The latest email says shipping is estimated in another 2-4 weeks, plus 10 days for delivery, thus arriving in the middle of December. This will require assembly in the winter and obviously we have not been able to enjoy the pergola in the fall months. The company has possessed $9,100 of our money for this entire time. Their customer service response has been abysmal. They ignore emails and phone calls. When they do respond days or a week later, it is a standard, canned message that they are custom manufacturing our item which takes time. At this point, I would like to request immediate delivery or a full refund, because the company is not fulfilling their obligations.

• Initial Complaint

  Date:10/14/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:10/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:09/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:09/06/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:08/29/2024

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:08/26/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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.