Hansen Bros. Moving & Storage Avis 

Working with Hansen for our move from Seattle to Buffalo was a mistake. Our stuff has finally arrived, over 3 weeks past the end of the promised window.

After having a wonderful experience moving with them across town in Seattle in 2019, we figured they were worth the additional cost quoted in comparison to directly working with their transcontinental partner, Allied.

The first warning should have been that the quote was made on Allied printed materials. Salesperson was ok, although we were never warned about the upcoming situation of which they were obviously aware. Move was picked up on time by a fairly unprofessional crew that took breaks every 15 minutes and didn't bring the mattress bags we requested (they promised us this would be remedied as soon as they got to the holding facility- that never happened). Still no warning from the Hansen team of what was to come. The next day, we received a call saying that our transcontinental driver had backed out and they were going to store our stuff and find another driver.

The following 5 weeks until the move was packed onto a different van line (we were never informed that our move had been sold to someone else to complete it) consisted of numerous calls to several different customer service reps. When we were fortunate enough to catch them at a time when they weren't "in meetings all day" (having repeatedly failed to follow through on promises to call us back), they offered a laundry list of excuses that I don't care to waste your time detailing, dear reader. Suffice it to say that they weren't able to do much because they had to wait on Allied (direct calls to Allied were also basically a waste of time- I will leave a separate review for them). It was clear that they weren't losing any sleep over our family's dilemma, including needing to push a work start date back a few times.

No complaints about the line to which our move was sold (North American). Once they had our stuff they came quickly and exactly when they said it would. A few items broken and a layer of dust (probably not their fault).

Updated review, 7/13/20
After submitting a complaint to the BBB due to lack of contact from Hansen Bros. for almost a month, they responded to the BBB about the complaint very quickly. They seem to care more about their rating than actually solving customer problems directly. They made excuses for every single issue I notified them about, stating that their movers are 'trained' to do/not do the specific problems I mentioned. For example, the movers are 'trained' to clean up after themselves in the bathroom so they apparently didn't leave the grimy water spills and urine spots I saw afterwards. Hansen Bros. even claimed that the (large) mattress rips were caused by age, not the movers, because the movers are 'trained' to not use those handles. And they couldn't possibly have stolen any medications because they weren't aware the meds were there. I guess they figure no one would open closet doors to see if there is anything worth stealing? Because that never happens. They also said that I had changed the move order on the day of the move, which was an outright lie. During the in-home estimate, the estimator, Kevin, saw at least 6 large tubs in the garage, and I estimated at least 20-30 boxes after the packing was done. He noted 30 boxes to be safe. When the movers arrived, they said the list only said 4 boxes. After calls to the Hansen Bros. Lynnwood office the morning of the move, Keven said his list showed 30 boxes. Antonio kept insisting there were only 4. I fail to see how I changed the move order since Kevin saw every item that was supposed to be moved during the in-home estimate, and I was very specific. If he can't complete an inventory list accurately, or the movers can't read it, that's not my fault. Hansen Bros. continues to act unprofessionally, and without integrity, and I am very disappointed in the time & effort they spend on lies & excuses instead of trying to resolve problems with the customer.

Original Review
Hansen Bros. conducted my residential move on 5/27/20. The lead mover, Antonio, tried to have me sign off on 10 hours of move time before even starting, despite the Hansen Bros. estimator saying the move would be 8 hours. He also had me initial some sections of the contract & became pushy when I asked for clarification. We had to call Hansen Bros. for clarification because Antonio refused to do anything unless I signed the form. He got so heated during a phone call that the neighbors asked if they needed to intervene. When I asked for a new moving team because I was very uncomfortable (45 minutes of the move time wasted at that point), Hansen Bros. said these were 'great guys' and Antonio had over 10 years experience. During the move, when I asked Antonio to move specific items, he ignored me, complained, or simply didn't load the items on the truck. He kept saying there wasn't room, but the other 2 movers verified that there was, and moved some of the items.
At the new house, the movers used all of the bathrooms even after I told them which was the guest bath to use. I had the house professionally cleaned prior to the move, and had to re-clean 3 bathrooms instead of one afterwards. They also left a mess (urine on the toilet, grimy water all over the sink & floor), and called out when they 'needed to take a s***'. I appreciate humor, but that was just rude.
When they were moving a large item into the den, they didn't use protective coverings, so they damaged the door frame in several spot, and left gouges and black marks all over the white paint on the frame and door. They also ripped the sofa fabric, and tore my mattress seams so much that I have to replace it. They also stole a medication bin that I hand-carried over before the move & put in an upstairs closet.
I contacted Hansen Bros. several times in June to report the damages and theft, file a claim, then follow up. I haven't heard from anyone since 6/17, even when I asked for someone to contact me regarding the claim status. For a company that claims to be a long-term, family-owned business, they sure don't seem to care about resolving significant problems like these. I've only had 2 emails from the branch manager regarding these problems, and they were primarily about filing a claim. Jim didn't seem to concerned or apologetic about my moving experience, nor has he followed up.
Before this move, I had referred Hansen Bros. to my friends and family, but I've retracted those referrals, and at least one person who was going to contact Hansen Bros. for a move, based on my referral, changed his mind. If you're reading this review, please consider checking out other more reputable moving companies before this one.