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Business Profile

Mechanical Contractors

C J Hansen Company Inc

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for C J Hansen Company Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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C J Hansen Company Inc has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:02/15/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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've been a customer of **** **********************'s for 30 years. I "had" always loved the company & have referred them three or four dozen times over the last 30 years, I have personally spent thousands and thousands of dollars with this company. However, I'm having an issue with them currently that is not being resolved. I had some repair work done on some new units that I purchased from them. These are mini splits for new commercial/residential construction that I had recently completed in downtown *****. Of the 6 units I have had to have two pumps replaced under warranty this took their service technician 1 & 1/2 hours to do this. Then a few months later a different technician came to replace another pump not under ************* bill me 3 1/2 hours to do this? 3 1/2 hours is unreasonable for one pump when two pumps were replaced in 1 1/2 hours previously. Not only was there another pump that needed to be replaced, but one of the units wasn't working at all, it was not a pump issue, this was one of the pumps that was replaced under warranty. After checking the roof unit it was reported as a communication issue between the new mini split head and the unit on the roof (all installed & purchased through **** Hansen). I was told the roof unit and the mini split head were not speaking to each other and told to hire a electrician. I have asked **** Hansen to resolve this issue of billed service time with me because I do not believe I should have to pay for an inexperienced technician to do something that an experienced technician can and did do in 1 1/2 hours. I've talked to this new technician he was belligerent, told me I could take my business elsewhere. I will do so sadly but I would really like to have this over billing issue resolved. It is like price gouging an old valued customer, why? I'm saddened to have to put in this complaint but things have drastically changed at **** Hansen, I think the public and our community should be aware. Respectfully submitted, ****** *****

      Business Response

      Date: 03/13/2025

      We have been very active in attempting to communicate with Mrs ***** over the past 3 months and this is very much on our radar. Mrs. ***** has berated our Office and Field personnel over the years.

      ******, thank you for sharing your feedback. We appreciate your 30 years of loyalty and understand your frustration with the recent mini-split repairs at your downtown ***** property. We value your business and want to address your concerns.

      We've reviewed the service records for this job. The replacement of the two condensate pumps on this newer mini-split model did require additional time due to the necessary rewiring for the new condensate pumps, as recommended by the manufacturer. This differed from the simpler condensate pump replacement process you experienced on the older model of condensate pumps. Our technician, who has over a decade of field experience and was rigorously trained through the Union Apprenticeship, followed standard procedure in consultation with the manufacturer for this particular model. We understand your concern about the billing for this, and we'd be happy to clarify the charges based on the actual work performed.

      Regarding the other issues, we're glad the electronic refrigerant valve issue was resolved on-site. For the bedroom unit that wasn't working, our technician correctly diagnosed a broken high-voltage power wire. This requires a qualified electrician as our technicians are not licensed to perform this type of electrical work.

      On multiple occasions we've attempted to reach out to you via phone and email to discuss these matters further and provide clarification. We value your business and hope you'll reconsider your decision. We stand by the work performed by our experienced technician and believe the charges accurately reflect the services provided.

      Customer Answer

      Date: 03/13/2025

       
      Complaint: 22947385

      I am rejecting this response because: I was never informed I had different kinds of mini splits when I bought them all at the same time I assumed I was purchasing all of the same model and make. That information that they were different was never disclosed to me nor have I ever received the warranty book or installation manuals on any of these mini splits. I was told I would be given that information, but it has never been provided to me and I have asked several times for the manuals and the warranties on these mini splits. It is only a secret within your company that you sold me different makes and models, that is not good customer service nor is it acceptable. I also truly find it unexpected, I never expected you to do that without disclosing that information to me. I was ONLY unhappy with one of your brand new service technicians. I have never berated any of your other staff, nor would I. I've been your customer for 30 years and I truly enjoyed working with all of them from your sales team to your installation team, except for this brand new person who was belligerent with me. I do not accept your response. It is not true, this is very unacceptable especially for you to lie!

      Sincerely,

      ****** *****

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