Hansø Home Anmeldelser 

Installation crew was very knowledgeable and considerate to protection of my property. They were also very professional .

Well John helped me through the order process. So far so good. We shall see how it goes.

Don't compare this to a cheap Costco pergola
I’m leaving this review because Hanso reached out asking for my genuine feedback, and honestly, I’m happy to support them. I read some complaints about the price, but people need to realize this isn't a flimsy Costco pergola. Do yourself a favor: look at the instruction manuals of other brands and check the total product weight. Hanso uses basically three times the aluminum. The structure matters most, and this thing is built like a tank. From my initial phone order to the delivery and their installation service, everything went perfectly smooth.

We started talking to Hanso last October.
We were installing in a condo and needed shop drawings of the cassette for our structural engineer. This request made in a dozen different texts, emails and phone calls and took months.
All phone calls go to 'call centers' and set off a process that includes referring to a Hanso Team Member that responds within several days by email. Even when requesting a phone call and not a scripted email response, Hanso responds by email.
The immediate response is a request from Hanso for five star rating. After giving multiple one star ratings and writing, Hanso has not responded to our concerns.
All answers provide by Hanso Team Members seem to be scripted responses or AI generated word salads.

Last fall, Hanso said shipping would be in a few weeks.

By the time we had given up on receiving shop drawings, Hanso said delivery would be in 10-14 weeks after our 50% deposit.
Soon after making the 50% deposit and ordering, Hanso was sending requests then demands for full payment.
We balked, pointing out that we would have no leverage after making the final payment.
Hanso claimed that our awning was here but for final "allotment" and "release" (we had already paid the deposit to get on that allotment) to be released we would need to make the final payment.
We reluctantly did.
We asked Hanso for shipping info.
Only then did Hanso reveal that they would not honor their promise of 10 weeks, then 14 weeks...
This week Hanso marks 15 weeks and counting with no shipment.
Hanso now claims that they should be shipping from their 'distribution partners' by mId July.
We are furious with Hanso.
No employee will provide their name nor where they are. Some are working from the Philippines.
Hanso has no real office that we can find.
The six distribution warehouses listed on Hanso web site are no longer active.
The 'Hanso factory' in Nashville is a transhipping warehouse with no Hanso listing or phone number.
The Hanso office address is for an office building that does not list Hanso.
There is no office phone number that you can reach an actual Hanso employee.

Hanso promised weekly updates, but Hanso is not doing so.
If and when they ship our awning to the west coast, the long days of summer will be gone.
Hanso's refusal to admit delays have caused us to cancel our travel plans for this summer.

I have been watching Hanso for quite a while and when I was ready I asked for the 10X13 model could be attached to my manufactured home. I received my answer "yes" the same day. Talked to a very nice senior tech and decide to Order the Pergola the same day. Thanks guys for talking with me and meeting my requirements.

Very happy with my experience
They answer every question I asked they provided me with every detail I needed to know there were kind and professional.

the person Sue from Hanso was very helpful with the information and ordering.

The delivery of the pergola was delayed for an unreasonable amount of time after I had submitted payment. The installation, however, went very smoothly once the item arrived at my home. I am concerned about the next step in the process as I have requested cancellation of 3 heaters, which have yet to arrive. I sent my cancellation by email to the representative with whom I placed the order but have received no acknowledgement of my request. Perhaps I will have to amend this rating.

I am a new customer to Hanso and ordered a pergola on June 10, 2026 in the hopes of having it installed by a family friend as soon as possible. My reason for wanting this installed quickly is that I have many devastating chronic progressive medical issues that leave me immunosuppressed (among other things) and must maintain strict isolation precautions. This makes it difficult (and sometimes impossible) to socialize with people -- especially indoors, unmasked or for meals (so holidays are rarely celebrated on the actual day, together). It takes much planning for the few people left in my life to quarantine prior to seeing me in person, and my life has become very small. This pergola would allow me to socialize with my child and my best friend without fear of contracting an illness (and regardless of the weather!), and I would not have to miss out anymore. It also would extend the season in fall and spring for me by still being able to be outside with space heaters/firepit/chimenea – without bothersome insects, too! This may sound silly to someone not struggling with these issues. It’s hard to put into words how challenging and lonely this situation has become for me.

I called and spoke with Kyle on a couple of occasions and asked if it was possible to expedite the order, even though I am aware that there is a 10-16 week window for delivery from the order date. I explained that I have medical issues that preclude me from being indoors with friends and family, and I live in Massachusetts, so the summer is quite short. It is the only way I can avoid isolation for this short period and still entertain without the sun beating down, and without being bothered by insects.
Kyle was a very good listener; he seemed to care and understand my situation immediately. He told me he would bring this to the attention of his boss and see if anything could be done. He contacted me back on more than one occasion to get more information that was needed to move forward. He was very kind and compassionate; it felt like he and his boss – the whole Hanso company -- was family.

I would recommend your company to anybody looking for a pergola, and I would give Kyle the highest praise possible (a raise even, if possible….whatever he is getting paid, it is probably not enough). In today’s world full of tension and short on empathy, this was a life-changing experience I had with Kyle and with your company, and if I were his mother, I would be very proud of him.

In my final exchange with Kyle, he informed me that he will reach out this week with a tracking number when it gets generated and that the item will be shipped next week. He called me that final time to make sure the details of the order were correct and instead of having to wait possibly up to mid-September, now I get to have this item shipped next week and enjoy time with my friends and family without fear or anxiety or isolation. I cannot tell you how much this means to me. Thank you seems insufficient. I can only tell you of this experience, recommend others your way, and pay it forward in my own life.

With love,
Bobbie Z.

Attentive rep answering questions. To be clear, this is not a review of anything but the ordering process. I don't get the product for 10-14 weeks.

Not sure anyone will ever read this review. The first one I wrote was removed. This company has a pretty website and they take your money quickly. November 2024 I purchased a pergola for $12,000 and had no problems buying it. My pergola has been broken for more months than it has actually worked. They won't replace parts. You have to beg plead and threaten to get apart once it breaks. They have a 10-year warranty but they in an email that I can share to the world told me that they will not send me parts for my broken left side that opens my louvers.
Do not buy from this company. They will not honor their 10-year warranty. Their local companies in the Bay area that produce a quality product and they'll install it. Unlike Hanzo. Hanso delivers it in your driveway and that's the end of their responsibility

I received a response back from Hanso. Every time they respond it is with another lie. Please allow me to set the record straight. Martina someone in your company has misinformed you.

Thank you for your feedback. I understand your frustration, and I want to acknowledge that your experience has not been what we would hope for any of our customers.

That said, I do want to respectfully clarify a few points for accuracy:

Hanso: When you first reported the motor issue, we approved a replacement under warranty without hesitation.
KIM: Are you kidding me. I had to threaten legal action (which is not off the plate yet) and finally after 8 months of begging, emails, calls and frustration I received the part. Which is documented to have only worked for 2 months and now it is broken again. You sent me a faulty or refurbished part as part of you quality practice. The best action you can take is to fix the pergola louver motor (since the unit is only 1 year old. The unit sat in boxes in my backyard because you have no installers.
Hanso: While there were delays due to a warehouse transition, we kept you updated throughout and shipped the replacement motor.
Kim: This is absolutely not true. We found out about a warehouse move to Memphis after we threatened legal action. All Hanso did was ignore or send us generic emails that had absolutely no information. But the fact is your warehouse move is not my problem. I spent $12K on a unit that is suppose to have a 10 year warranty. The warranty does not say we will send you parts only when we have them or are not in a move. The logistics team should have parts on hand to service customers. I cannot help that you are a poorly run company. The unit has been broken more that it has worked and that is not acceptable.
Hanso: Despite our warranty not covering labor, we made a one-time goodwill exception and covered installation costs, along with additional compensation and all shipping expenses.
KIM: Again more lies. I paid for shipping. I will be happy to provide you the invoice. I paid for installation with a credit on my account. Hanso did select and coordinate the installer to come out to my house but I PAID FOR EVERYTHING. Again your people have set you up for failure. Just because you say something does not make it true. It just shows incompetency. If you want to actually discuss the facts please reach out directly. I would be happy to provide you the real information with a timeline.

Hanso: I understand your frustration with the timeline, but the parts were bolted I have no way of identifying if it used or new part. But the installer that you selected and I paid for should have at the very minimum a 90 day warranty. The part broke after 2 months. Please send an installer back to replace part. I would expect the 90 warranty on labor to start again.

Please feel free to reach out to me directly - I'm happy to help.

Best regards,
Martina | Brand Reputation Manager
Hanso Home Inc

Though there were delays on receiving the pergola parts. I'm satisfied with the quality. I'm still waiting for the heater that didn't arrive yet.
As for the installation, it went smoothly. The Technician was patient and understanding in explaining the process and answering questions that I had.

Worth the Wait — Great Experience with Hansø Horizon

After about a year of research and conversations, we finally pulled the trigger on a Hansø Horizon Smart Pergola — and I am glad we did.

I first connected with James back in the summer of 2025, and he stayed in touch with me throughout the entire process. When the time was finally right, he was still there and ready to help. I also worked with Kyle to arrange professional installation through Hansø, which was important to us.

The ordering process was smooth, and when I needed to make a last-minute adjustment to the order, it was handled immediately and without any hassle — corrected right on the spot.

I have only just placed the order a few days ago, so I cannot yet speak to the finished product, but based on everything so far — the quality of the conversations, the responsiveness, and the product itself — I have every reason to believe we made the right choice.
Do your homework, talk with their team, and I think you will feel the same way. I cannot wait to sit under it!

From ordering to installation...we are thrilled we went with Hanso. Kyle was very professional and an expert in "hand holding". He answered all questions and assured us of a seamless installation. And seamless it was...we couldn't be happier!

The pergola is extremely stable and secure. We went with having it installed instead of DIY. Two installers had it up in less than 3 hours, including leveling the pergola in our slightly sloped yard. This is a nice addition to our Retire In Place plans. Now on to the decor...!

Vlad was fantastic. Gave me all the information I needed, answered all my questions, and got us the pergola we wanted. Excellent customer service!

Thank you James for helping us select our Pergola
style. We appreciate that you took the time to explain the different options and styles. Also, we were happy to call you and always talk with you instead of waiting
for answers. You gave us information in a timely manner. We look forward to our Pergola!

Absolutely the best choice in pergolas. Hanso is a great company with fantastic customer service. The delivery and installation were quick and professional. My husband and I could not be happier. Special shoutout to Kyle- thanks for taking care of us. You and your company exceeded our expectations.

Craig the Salesman was fantastic...knowledgeable, patient and high level of customer service. He answered all of our questions and got my business. Looking forward to receiving our beautiful Pergola.

Delayed by a week, but fantastic support team

Our delivery was delayed by about 6 days due to a freight carrier issue, which was a bit frustrating at first. However, HansoHome's customer support was incredibly responsive. They tracked the shipment down, kept me updated daily, and even followed up after delivery to make sure everything arrived safely.
Excellent customer service makes all the difference when buying big items online. The pergola itself is stunning and very well-engineered.