1-800-HANSONS (Madison Windows)

Probably the worst home improvement experience I have had. #Delays #Lies #BadCommunication I contacted this company because I was in need of new gutters and a roof. The estimate went generally well. One of my important questions was: What is the expected time for installation? My salesperson told me: were looking at 6 to 8 weeks. I asked how many sheets of plywood were included in the estimate and was told: We dont do that; as long as it isnt the whole roof, we just take care of it. Also, the salesman said they would have no problem coordinating with my solar panel company to have those taken down while the new roof went up. None of these responses turned out to be accurate. After the deposit was paid, the company basically went no-communication. I followed up many times over both email and phone as the weeks passed by. I called many times; I received multiple: we will have someone call you back by the end of the day responses, but I was never called back. I got a message on a Monday, 12 weeks in, that my appointment was scheduled THAT WEEK. I had to call back to find out when the install was scheduled. They literally didnt want to tell me the day or time, but finally relented when I explained about the solar panels. I was scheduled for Thursday morning. After further pressing, they gave me contact information for the foreman of the roofing crew. I was never able to get in contact with this foreman. My solar company was never able to get in contact with this foreman. The customer support person explained that the supplies and dumpster would be dropped off the day before. At about 4:30pm the day before installation (Wednesday) I contacted support again because no dumpster had been delivered, and was informed that my install had been pushed back a day (to Friday) and they just didnt inform me. Thursday morning I woke up to a roofing crew at my door (what happened to Friday?). The crew got to work and after all of my shingles were off, we realized that there were 2 problems: First, they didnt have some of the supplies, and second, the delivered shingles were not the color I ordered. When we realized this, I emailed my salesperson that there was a problem, and surprisingly, he called me back. I explained the situation and how concerned I was. The crew broke for lunch, and afterwards the missing supplies were delivered. I decided to let them put up the delivered shingles (what else was I supposed to do? My roof had been removed and rain was on the way). The Operational manager for the company contacted me and we talked through the current state of things. He told me that he would be contacting the regional manager to encourage him to do something to make things right given the situation. Several days later, another crew came out for my gutters. As they were wrapping up, I was called by my project manager for payment. At no time had I been informed she existed or I was supposed to be contacting her for things. She had no idea about the delays, missing supplies, wrong colored shingles, etc. She asked me to explain, and she decided to take $200 off my bill for my troubles. She took my payment over the phone. When I compared my emailed receipt with my estimate and realized it was too high by a few hundred dollars, I emailed my salesperson and he said the extra cost was for plywood followed by: Having said that- [Manager] will be taking care of that charge and much more for you due to the issues that have been had. The salesperson said that the manager would contact me a couple days later. He did not contact me. I got a call from some other manager a different day to talk about the cluster**** that was my experience. He apologized profusely and said they were going to do something: to make this right. To this day, I have yet to be contacted by the regional manager.