Hansen Mechanical

At the first visit the technician says your unit needs to be sprayed off and a new filter and you’re good to go. This did not work. Second visit company decides I need a condenser/condenser coil for $1700. We went from a minor fix to a major fix. My issue is the office manager is beyond rude (see text messages below). All in all the house is still not cooling and they would like me to call another company after they’ve rendered faulty work and gladly accepted my money. Their response below will be unrealistic as the house is still not completely cooling but the customer service is despicable. Do not hire! No where to add messages- I will keep looking.

My 25-year-old furnace didn't work anymore and I put a claim through my home warranty on Saturday night. Monday a tech was already out and fixed it, but showed me why it was really no longer safe and I needed a new one. They handled it promptly through my home warranty, and by Thursday it was already installed. All three technicians were super nice, knowledgeable, and extremely patient with my 500 questions. The scheduling was fast and communication was great. I would definitely recommend Hansen Mechanical!

They were out on Friday 10/16 the techs themselves had no clue they had to call in to get advice over the phone as they weren’t sure what was wrong. Finally said control board or flame sensor. Decided to only Order one part first and was told they would be calling first thing Monday with an update. It is now 1:17 on 10/19 and I have yet to hear from them nor will they answer my calls or return them. I would not recommend them to anyone unless you want to be out of heat freezing and risk the possibility of being sick as they won’t update when parts will be in or even communicate.

Unfortunately I've had a very disappointing experience with Hansen Mechanical. All of the individuals that were sent out to work on our furnace were pleasant and seemed very knowledgeable. We were eventually able to replace the furnace via Home Warranty, which was a relief after 30+ days without heat in October/November. We are in the process of a home addition so knew the replacement furnace was only temporary until our HVAC contractor came in this Spring to re-do all our HVAC, including reassessing the furnace situation. We were originally going to eliminate the furnace in the existing part of the house, but because of having to replace it in the fall of 2019, decided to have it tied in with the new unit to supplement each other to heat the whole house. Our new HVAC contractor has been out twice so far. The first time he was out, they advised we had Hansen back out to fix the PVC that was not correctly installed when they replaced the unit. (Which was one of the line items we were charged by Hansen to complete.) Upon contacting Hansen, the owner told us that "the other contractor must've removed it because his guys said they did it." (Mind you, there is no piece of PVC in the basement that would've connected the unit and been "dismantled.") He also advised we were the lucky ones who only had to pay $800 for a new furnace, thanks to our Home Warranty. Needless to say, I didn't care to have Hansen back out to attempt and fix their first attempt at installing and figured I'd just eat the cost and have my HVAC guy fix it when he re-routed the duct work this Spring. (I did follow-up with the Home Warranty company to report this lack of professionalism, but unfortunately they never followed up any further.) Fast forward to today, my HVAC guys come out now that we're framed up to spec out what supplementary furnace we'll be installing. After twenty minutes reviewing the new furnace that Hansen installed, they've advised that they actually didn't even install the unit correctly and it was never converted to lie horizontally. Because of this, he's seeing condensation within the unit and actually surprised the unit is functioning. Now I get to spend more time on the phone with the manufacturer and Home Warranty company to attempt and get a qualified HVAC repair service to my house to correctly install what Hansen did not - and hopefully not cause any long term issues to my brand new furnace. I would not recommend using Hansen Mechanical, especially if you're not well versed in HVAC and cannot go back and ensure they installed everything appropriately per the manufacturer. If you're looking for a contractor you can trust to get the work done correctly and reliably the first time, Hansen Mechanical is not for you.

Incredible rude customer service. Had a problem with my humidifier which is covered under my home warranty. The home warranty company scheduled Hansen Mechanical to come by and diagnose. They sent a text the night before asking if anyone could be home the next day for an 11a-1p appointment to which I responded with a yes. I took the time off of work only to wait with no one arriving within the appointment time. To top it all off, one of their staff gave me a call and had the audacity to tell me that my humidifier was no covered when I have a legal document stating that it was. Terrible company who cannot reliably make their own scheduled appointments with terrible attitudes.

Not well! I have a home warranty through AmericanHome Shield and they originally sent Able for first trip then Hansen Mechanical. Hansen made 8 trips and even replaced the unit and STILL no working air. Hansen tried to blame on Able's original visit but with new unit and multiple parts replaced they should take responsibility. I never received any working unit it would freeze within 2 hours of their departure. Hansen would take days to send a repair person and I felt they were all very young and lacked experience. This showed through as they never were able to repair my old unit or get their new unit operating. I ended up going with another company and paid out of pocket and the unit was installed and working great with NO issues. It's sad I have a warranty and had to do this. While I didn't pay out of pocket to Hansen they had submitted several thousand dollars to my warranty company in claims. I did pay out of pocket for the new unit and that amount is listed below in cost of service. Also the dates of service was months of service from beginning of May until end of June.

Minor repairs required.

I, too, have had A/C issues and needing to have home warranty replace a unit. The service tech was prompt and on the two visits, seemed to do good work. however, in dealing with the office personnel, i found her to be rude and argumentative. in questioning the correct arrival time of my appointment, i referred to a text that i was sent that stated the arrival time to be between 9:00am and 3:00pm CDT. the wonderful office person (i believe her name to be Kim) explained to me that even though i read verbatim the text, it didn't say what i said. she refused to complete my service, told me i would have to find another contractor. she stated she would call the warranty service provider and refuse to complete the work. (in all fairness, in the frustration of being told the text didn't say what i read, i did use a single cuss word.) I have requested to speak with the owner of the company, requested he call me directly but after 48 hours, he has yet to do so. i would not recommend this company to anyone for the way they treat customers on the phone. *update* the owner did return my call on 9-28 at 16:09 hours. the request was made for the call on 9-26 at 15:53hours. 48hours, 6 minutes later.

Never, ever use them! Hansen came yesterday to fix my AC. They sent a teenager to do it who clearly didn't know what he was doing. He spent 2 hours beating the blower saying the motor was rusted in and literally wouldn't come out. I called to ask the owner if there was someone more experienced who might be able to fix it and she literally started screaming at me about how I was trying to run her business and promptly hung up on me. Clearly, someone else needs to run it. Fortunately, due to her tantrum and the kid leaving, I had my AC fixed within 3 hours once I got someone who actually knew what they were doing. In fact, the motor that was "impossible" to get out was out within 40 minutes and my AC was working an hour later (which only took so long because he damaged the blower in his hammering festival)...check it out, I even have photographic evidence! Also, he overfilled the Freon by almost a pound. So we got that fixed as well once someone who was qualified arrived. So, thank you, Mrs. Hansen for throwing your fit and leaving. It allowed me to actually have a working AC. Apparently, this is a common experience as the second company I called very reasonably wanted to know who stopped the service in the middle of completion. When I said it was Hansen, she literally said, "Oh, Lord, them again." Indicating that I am not a one off issue, but a regular occurrence.

Horrible

Came out for AC service and after the second attempt to fix the same problem they are requesting that I call my home warranty company to submit another work order (more money for them) I tried calling several times and Hansen would only respond with a text message. I've never actually spoken to anyone, only by text. After I said maybe I should have my home warranty send somebody more qualified out, Hansen responded with a text that said LOL. Extremely unprofessional and unqualified.

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Our home warranty company subcontracted out to Hansen, and they came to the house twice. They replaced a part, which broke the next day, and then they said they could not come back out for 3 more days to fix the AC! We called the warranty company back, and they provided another provider. This new provider called us, and once they found out Hansen was at fault, they refused to come. They said they were tired of fixing Hansen's problems, and that he's had to fix 30 of their mistakes in the last two weeks!! Terrible customer service, and they clearly don't do a good job, or even know what they are doing. I would stay FAR away, don't even consider them for the job

They are terrific. These guys are quick, good, and professional. They are a good company. We have used them 3 times now.

I would not use this company! I use american home shield insurance and they contract out to this company. They came out found out a part was broken on my furnace. I had to call them back a week later to see when they were going to fix my furnace. They eventually came out another week later! If you call them they don't call you back for at least a day. When they left I tried my furnace out it still didn't work. So I called and left them 4 voicemails without a call back. I had to call american home shield again. They finally called me back and the lady was extremely rude and told me I would need to pay her another $100 to come back out even though they never fixed the issue in the first place. I told her I wouldn't and she hung up on me....STAY AWAY!

They were excellent. My furnace went out in the middle of the night and I called them at 5 o'clock in the morning. They were prompt, quick and efficient. He told me what was wrong. I would hire them again.

They were professional and got the job done right and I have not had any issues since and it has been over a year.