Hansen Super Techs

Michael W.

I called in response to a Facebook Ad. They Customer Service rep was a very sweet person. She was unable to get me scheduled under the special offering but got me a service call for the same day. I reported vent leaks that took out one of my ceiling tiles. I was told that they could do a free vent analysis when they got there to inspect. I paid a $25 dollar fee and hung up on good terms. My stress subsided, and as a customer, I felt good about my decision. Well, fast forward to an hour and a half later. I get a call from a different rep stating that """"Unfortunately, we are unable to come out because you reported prior damage, so that will be a liability for us."""" I've never heard a more confusing and frustrating response from a CS rep in my entire life. I asked why it was a liability and that if they needed me to I'll sign a waiver. Her response was, """"I'm sorry, but we don't do waivers. My manager has already said no."""" I just kept asking why and reiterating that I have an AC emergency this could be bigger than the one leak. Just puts me on hold twice, then I get the manager. I simply ask her, """"Can you help me understand why there is a liability?"""" She explained to me that you're a new customer, we have to protect ourselves and brought up the waiver. Okay I understand that cause I do underwriting work, so I asked her why she is all of a sudden okay with a waiver if her rep originally told me there was no waiver. I work in entertainment and often times your greatest need can be the trojan horse that knocks down your clay wall, right? She got frustrated with me and kept saying that she would do it, but she wouldn't answer my question, and I explained why and told her that I'll sign a waiver, but I want it understood that if I sign this waiver it's not going to include work you do or issues I have prior to inspection later on because then that doesn't protect me you get paid then I'm out more money I don't have any AC and poor health. I didn't bring up my wife, but she has a liver issue and no working AC means if it's outside its inside and her immune system is shot. The manager got emotionally offended like I was attacking her person, and replied, """"Well ,since you don't seem to be (stumbled words) understanding of (beat) we're a business then I just don't...at this point I don't feel it's safe for us to come out there to your address, and (beat) we shouldn't...I don't think this is going to work."""" For a $1000.00 I will host a customer service seminar to your entire staff that will teach them how to effectively communicate without emtions involved on such a level that even the worst person not sincerely trying to get their AC fixed will affect their feelings. I'm beyond astonished, in the bad way, that FOR ONE: This company doesn't have waivers built into their infastructure, TWO: That somehow being a new customer somehow makes me a risk to their bottom line, that my damaged cieling tile is going to reflect their AC work. Like come on lady...really. What does my cieling tile have to do with your technicians working on my AC? What?! Isn't that the point of a Heating & Air Company? THIRD: I'm glad this didn't work out because she still never answered to me why she was so giddy about the waiver that I brought up. Which makes me feel like I was about to get the worst visit ever, highly over charged, and ghosted. And from the look of these piss poor reveiws from other customers I was right to trust that faculty that told me that something didn't add up. I was rude at the end, but I just can't stand those who A, can't control their own emotions, and B, who look to take advantage of a bad situation. I really put my trust in this call because I had a real problem. I liked their ad, but from a business owners perspective this companies ad copy and prerecorded messages that preach to have your back is a farse. This company as infastructure issues, denotes new customers under risk management assessments, they offer no unique USP, and I can't image their CLV count is impressive enough to stand out passed they chose a business that currently is always going to be an economoic comodety. My only good experience was that was sweet Customer Service Rep who was more professional than the manager who couldn't evern compose herself long enough to answer a question. Walmart treats their customers like criminals too. Continue to do so to new customers and see how far Hansen's get in a decade or so. I do not reccomend this company service in area in my neighborhood in Biloxi and if that hurts the techs, then they should look for work in their own damn state or find a better job who's reputation is founded on good customer relations, communication, transparency, and quality work. I want make a point that my review does not reflect on the quality of the technicians employed with Hansen's. It reflects the horrible professional communication and utter disorganization of business practice within the dispatch or managing office.

Manuela S.

Spent over $15000 on a whole new ac unit and duct work one year ago. My thermostat shows it's 81 degrees and it's set to 70. Should have done more research and gone with a different company. After about a dozen service calls it gets worse every time they come

Terre A.

WARNING!!! WORST HVAC company EVER!!! Family's business A/C not cooling. Called Hansen's. Said they needed a new unit to the tune of 15K. After calling for another price, ended up just needing Freon. The only thing good about Hansen is their TV advertising!!!

Lee J.

Why in the world would anyone use this company is beyond me. Terrible service, unskilled technicians, price gouging and no moral compass at all. New unit, new unit, new unit... This is there goto for just about every job. Read the other reviews if you dont believe me. I've used them several times and I am done! They run commercials all the time about how quick they are to check out your issue but when you call, they told us they aren't taking on new customers!? What?! I am not a new customer, and that BS contradicts your advertising. So glad Batchelor & sons were quick and responsive.

Laquitta J.

The tech was nice and seemed to be knowledgeable, but I do not recommend this company. I was told that I needed to get a new unit, and I agree since the one we have was manufactured in 2004. I'm actually scheduled to get one installed by another company. I asked if there was a way to get my air on until a new one could be installed and was told no. Then, we received an outrageous estimate for a new unit, which prompted me to get a second opinion. Once the other company made it, they had my air back on in less than 5 min. The price the other company is charging is half of what we were quoted by Hansen for a whole new unit. Since they are installing our new unit, they did not charge us a penny for coming out to get our unit back on so we aren't sitting in a hot house until our new one is installed. Hansen offered none of this. They just quoted prices for what they say was broken, and the new unit and stated there was no bandaid until the new unit is installed to get my air running which was odd due to the other company having it up and running in less than 5 min.

Ke I.

My business requested a technician to come out and check my air conditioner unit to see why it wasn't working. When the guy came out, he told me he wouldn't charge me to look at it. Then he told me it would cost $1,950 to fix but it was no guarantee that it would work, I should just replace the entire unit. He then started going back and forth to his car, eventually replacing only the thermostat, that I didn't ask to be replaced, and charging me $340.00. I asked him if he needed to go outside to look at the unit and he said no, I don't need to go outside. They charged me $340 and my AC still didn't work after him leaving. Someone else came to my business, recommended an independent technician and they came out and actually fixed my unit! I had a line unplugged and had the technician from Hansen went outside, he would have noticed it instead of trying to get me to buy a whole new ac unit. I would NOT RECOMMEND using this business.

Dennis H.

I wouldn't recommend this company to anyone. Unit is less than a year old and can't get a service tech to respond after hours. We we're told immediately it would be tomorrow

Erhick B.

BEWARE! These people will rip you off, straight up scam artists!! All they are interested in is selling you new unit, they constantly tried push financing a new unit on us and talk us out of fixing our old unit. Our unit was 2 pounds low on refrigerant, and they never performed a leak test to determine where it was actually leaking from, they just said that the coil was leaking in my attic, and if they charged my unit it would all just leak right back out. But they did tell me if I wanted to charge it, the price would be $700 plus labor. On top of all that the supervisor """"Chris"""" who I was speaking with on the phone the entire time was rude and extremely condescending. I will absolutely never have them step foot on my property again. I had a local company come back out, they found and fix my leak and charge my unit for $200.

Heath G.

Extremely unprofessional salesperson (would become agitated and scream during calls). Installation team damaged washer and dryer along with numerous interior walls. Sheetrock team did not arrive for a week. Extensively overpriced. Avoid like the plague.

Edward L.

Hansen HVAC installed our HVAC in our newly built home in 2020. A couple of weeks ago during routine preventative maintenance the tech found a refrigerant leak in one of the air handlers. He said the defective coil was covered under warrantee but the labor to replace was $2K. I flipped out. Asked the tech how long to fix and he said 3 hours. I asked how much an hour and he said $80. I said ok, so we're up to $240, what's the rest? He said , um, there will be a torch charge. I asked how much - he didn't know. I said what else? He said, um, we're going to need to re-fill the refrigerant. How much? About $500. I said so now we're up to about $750. What's the rest. He said I don't know. That's what my boss quoted. I told him to forget it. I sent an email expressing my displeasure to Hansen. DID NOT GET A RESPONSE. So yesterday another HVAC contractor did the repair. $400. I called Hansen and asked for an owner or manager to give them a piece of my mind. The receptionist would not connect me and said she'd give them my message. I HAVE NOT GOTTEN A RESPONSE. Obviously the new owners don't care about an existing customer, nor do they care about their reputation.