Hansen Bros. Moving & Storage Reviews (103)
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Hansen Bros. Moving & Storage Rating
Address: 10750 Aurora Ave N Ste A, Seattle, Washington, United States, 98133-8883
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Everyone I dealt with was awesome. I will be calling you all again for help with my other stuff.
Thank you!
This was my second move with you guys. The first was fabulous and this second move 2 years later was too. This present move was over 2 days. Josh R. and Amadou K. worked each day and Bob M. and Corey S. each took a different day. They all worked well together, and very fast and efficiently, They seemed to enjoy what they were doing and working with each other. They were extremely professional and friendly towards me and accommodated whatever I asked. they worked out a couple small old furniture issues my furniture had that wasn't anything to do with them but they quick fixed it up anyway to make it even better than before. That was above and beyond expectations –so kudos to these guys! I was extremely thankful the office folks were able to make a very short notice change to the dates for my move and everything worked out so well Thank you to everyone! really great work.
This was my first time using a professional moving service and Hansen Bros. set a high standard for any other moves I make. They were extremely responsive both on the phone and e mail, the movers showed up on time and took extremely good care of my belongings, and used their time well. When the elevator was out of service instead of waiting around for it to be working again, they carried my furniture down from the third floor to the truck. I definitely recommend Hansen Bros. for a smooth move.
Thank for taking the time to offer your positive feedback! We appreciate it.
Kyle, Josh and Amamadou were great! Good team and made it rather nice/fun to go through a tedious process. Highly recommend.
Thank you for your positive review!
John, Stephen and Booker were amazing. I will only use Hansen Bros. and will always recommend you!
Thanks for the positive feedback!
Hansen Bros Moving (Lynnwood branch) conducted my local, residential move on 5/27/20. When the team of 3 movers arrived, the lead mover, Antonio, wanted me to sign & initial some contract sections, which I asked him to explain first. He couldn't, and just said he needs them signed. Then he tried to have me sign off on 10 hours of moving before they started, when the original estimate (conducted in my home by Hansen Bros. estimator) was around 8 hours. I told Antonio I'd sign off on the hours when the move was done. He argued with me, and we both called the moving company office for clarification. Several neighbors who were outside during Antonio's phone call told me it was so heated that they were going to come over and see if I was okay. After wasting about 45 minutes with Antonio & the moving office, the company told me they'd waive 30 minutes of billable time. I asked for another moving team because I was very uncomfortable with the mover's attitude at that point, but Carl & Kevin said that 'these guys were good' and that 'Antonio has over 10 years of experience.' During the entire move, when I pointed out what items needed to be loaded on the truck, Antonio ignored me, complained, or didn't even load some of the items. He kept saying there wouldn't be enough room on the truck, when there was plenty of room. The other 2 movers loaded some of the items, and verified there was plenty of room left. After the move, I had to come back & rent a *** truck for the stuff that was left. If Antonio had moved the rest of the items I asked about, I could have taken the other items in a few carloads.
After the move was done, I saw that the movers had damaged the den door frame trying to move the treadmill because they didn't use protective padding or blankets. They also left black scuffs and marks all over the door and frame. They also used all three bathrooms (after I had the house professionally cleaned), instead of just using the downstairs guest bath like I asked. That also increased the Covid-19 risk, so I had to pay for the other 2 bathrooms to be re-cleaned after the move.
When I was unpacking & cleaning, I saw that the movers had damaged my sofa (ripped the fabric around the footrest release), and had totally ripped the heavy seams along both sides of my king-size mattress. The mattress rips cannot be repaired, and they are big enough to expose all of the coils & foam inside, so I have to buy a new mattress. My medication bin, which I hand-carried & put in an upstairs closet prior to the move, was missing when I looked for it later. The bin had 2-3 bottles of a controlled sleeping medication and 2 bottles of muscle relaxers. As of today, 7/7/20, I still haven't found the bin.
I sent an email about the damages and medication bin theft on 6/10/20, and Jim Mueting (branch manager) replied on 6/11, and cc'd Carl K (operations manager). Jim said that I need to complete the attached claim form, and a third-party vendor would follow up. He said that they take the matter of theft 'very seriously', but said that most 'missing items' are found after a move. I was encouraged to file a police report. I emailed the claim form information to Jim on 6/16, and he replied on 6/17 that a claims vendor would contact me directly. When I didn't hear from anyone, I emailed Jim on 6/28 asking when the claims vendor would contact me, and asked for a response by 6/30. I haven't heard from anyone at this company, or a claims vendor, since Jim's email on 6/17.
On the claim form, I was asking for $3500-4000 based on the damages, since the main issue is having to buy a new mattress. The model, size, and type of mattress I have is around that price range. I can probably repair, to some extent, the other damages, but all of this takes time, effort, and money.
We sincerely apologize that
the moving services provided by Hansen Bros. Moving & Storage fell short of the consumer's expectations. After over 130 years in business, we take customer
satisfaction very seriously and would like to take this opportunity to respond
to the concerns reported to the Revdex.com and the consumer's simultaneous online postings of 1-star reviews on Google and Yelp.Our Relocation consultant visited the consumer's residence in Bothell, WA to perform an on-site survey on
Saturday, May 9, 2020 at 2:00pm. During the walk through the consumer identified the
items they wished to have moved (bulky pieces of furniture and approximately 30
cartons) and they were clearly notated on the inventory list and estimate that our consultant created and the consumer accepted with their signature. The move to Lake Stevens,
WA was scheduled for Wednesday, May 27th and our office called the consumer on Tuesday, May 26th to confirm their plans had not changed and to let them know our crew would be arriving the next morning to perform the move. The consumer gave no indication that plans had changed and when the moving crew arrived on
May 27th, the crew lead did a walk through of the residence
with the consumer to ensure the estimate fully reflected the belongings to be moved.Move Change Order: During the walk through the consumer identified a substantial
volume of belongings to be moved that had not been included in the estimate and
inventory they had previously agreed to and signed. As such, in accordance with
WUTC regulations and company policy, the crew lead created a change order to
accommodate the time, beyond the estimate, that would be required to move the
additional belongings. The crew lead encountered resistance from the consumer regarding this
change order and the project was delayed for approximately 30 minutes while
this matter was resolved with the crew lead and our office. We apologize for any
difficulty the crew lead had explaining the change order required by the new scope of
work and he has subsequently received some coaching on his approach during such
challenging situations. Per WUTC regulations, the cost a household goods
carrier charges is constrained by the original estimate unless a change order
is signed prior to service being delivered. As such, the consumer's proposal to “sign off
on the additional hours when the move was done” was not an acceptable approach. Given the circumstances and in the interest of customer services, we elected
not to charge the consumer for the 30 minutes consumed by the resolution process.
The final charge for the move from Bothell, WA to Lake Stevens, WA was
$1,867.00 vs. the initial estimated cost of $1,598.00.Moving Truck Loading: In order to ensure the most efficient use of cargo
space use and the greatest protection of customer belongings, professional
movers load items into their moving trucks in a deliberate manner that is often
irrespective of the locations in the residence. The crew lead and his movers had a plan
for the loading and we apologize if their plan was not adequately communicated
while the consumer was giving direction about the items they wanted to have loaded on the
moving truck. Bathroom Usage: Our moving crews are instructed to ask the customer
for permission to use their restroom and to leave it as clean as they found it.
When asked, the crew members on this project reported they had properly cleaned
up after themselves. In the event that more than one of the bathrooms was
indeed used, this was certainly not by design and we apologize for any
inconvenience caused.Missing Medications: For clarification, the designated “medication bin” the consumer has reported as missing was not packed, handled, or moved by our crew
members (their statement – “My medication bin, which I
hand-carried & put in an upstairs closet prior to the move”). As such, the crew
members would not have known what the bin contained nor would have had the time
or inclination to check containers that were packed and handled by the consumer. The accusation of theft of the medications is inconsistent with our experience with these moving crew members – each has passed a rigorous background check as a
condition of their employment. Our hope is that the missing medications are
discovered as the consumer performs a complete unpacking process in their Lake Stevens
residence. In the unlikely event they do not locate the missing medications, we
recommend they file a report with local authorities so this may be investigated.Moving & Transit
Related Damages: We received the consumer's claim form on June 17th, 2020 and immediately forwarded it to our
professional restoration and furniture repair partner for the purpose of having
their adjuster perform an on-site visit to review the damage, determine what
was caused by handling and transit, and to make appropriate repairs in
accordance with the standard level of valuation protection chosen by the consumer for the
move ($.60/lb./item). In most cases, the partner makes contact with our
customer within several business days but, unbeknownst to us he had been out of
town for family matters. We were finally able to reach him on Tuesday, July 7th and he stated he would be able to perform an on-site visit at the consumer's home
sometime this week. It appears that visit is now scheduled for July 18th. Please be aware that per the photos the consumer provided, the damage to their mattress appears seems to be isolated to the
integrated handles, which are known to naturally decompose with age, and our
crew members are thus trained not to use such handles to move mattresses for
customers.Again, we truly regret
falling short of the consumer's expectations and apologize for the concerns associated
with their move. We’ll look forward to working toward resolution of the handling
& transit-related damage claims with the consumer once we’ve received the report
from the on-site visit by the adjuster.Respectfully,Hansen Bros. Moving &
Storage
Complaint: ***
I am rejecting this response because:
The response by Hansen Bros. is inaccurate, and I did not make any changes to the original move order from when the estimator was in my home for the original move quote. Hansen Bros. also failed to send me any paperwork, via email or otherwise, prior to my move, and I was not aware of, nor did I agree to, any 'change order' when the movers arrived on 5/27. When the lead mover, Antonio, asked me to sign documents, including having received/read the Rights & Responsibilities guide, I said that I didn't receive this guide, and asked for clarification regarding what I was being asked to sign. When we called the Hansen Bros. Lynnwood office regarding these issues, Carl emailed me the guide (dated that morning). When I said I didn't want to sign off on 10 hours of move time, since the estimate was 8 hours, and I'd sign that document after the move was completed, Antonio became argumentative, and said that he 'gets yelled at when papers aren't signed' and 'people don't pay', and other comments that didn't pertain to me or my move. When I mentioned this to Kevin & Carl, they told me that 'sometimes there are language barriers', and that I could sign the move hours paper after the move was done. At no time was I told anything about a 'move change' order. Antonio also said that his move list was only for 4 boxes, and he seemed upset that there were more. When the estimator, Kevin, did the in-home quote, he observed 6 large tubs in the garage, and I estimated that there would be 20-30 boxes once I finished packing. He noted 30 boxes on his inventory, which was one of the issues I had to call them about on the day of the move. Carl & Kevin both said that their inventory list noted 30 boxes, but Antonio kept insisting that it didn't. I saw that there was plenty of room on the truck for the items I asked the movers to load (after all of the furniture had been loaded), and I even grouped these items so they would be easy for the movers to see & carry. Antonio was the only one who was rude when I noted the items to load.
The mattress the movers damaged was in excellent condition prior to this move. I change the bedding weekly, and there were no tears, even small ones, until after the move. This can be verified by other people as well. The large tears indicate that the movers did indeed use the soft handles to move it, even though the company claims they are 'trained' not to.
Regarding the medication bin, I moved it myself so I could place it in a private location (closet), but the movers were around the house unsupervised for much of the move. It would have been very easy to open the closets, see the medication vials inside the clear plastic bin, and steal the small bottles. My friend came over the day after the move and saw the grimy water left all over the bathroom sinks & floor, and the urine spots on the toilet seat, so clearly, the movers did not clean up after themselves as the company states they were 'trained' to do.
It seems like this company excels at making excuses for any type of problem, including the lack of contact/follow-through on this claim. When I emailed Jim & Carl after not hearing from a claims adjuster, they could have contacted me, another adjuster, or let me know the adjuster wasn't available. Again, lots of excuses but no legitimate attempt to take responsibility for the problems or trying to resolve anything. I have posted my (continued) experiences with Hansen Bros. on several moving review sites, and will continue to make other aware of how dishonest & unprofessional this company is until I have a satisfactory resolution. I will consider this claim resolved when the owner, or one of the executive managers, is involved in resolving these ongoing issues, and when I am refunded the price of a new mattress.
Sincerely
The crew was so great. They were efficient, careful, on time and very pleasant to work with. We are so glad we chose Hansen Bros.
3rd time moving with Hansen Bros. Definitely recommend. Great job again.
Thank you!
Dallas, Stephan, Brian, Mike, and AJ were all amazing. They made the move seamless and easy and worked incredibly fast and efficiently. I would go with Hansen Bros for any future moves and would recommend them as well.
Thanks for leaving such positive feedback!
The crew worked very hard and showed a lot of concern about putting things where I wanted them. They were very careful with our things, and very polite.
Thanks for your review!
wrote:
Just wanted to add that Hansen Bros. was outstanding. After 5 moves throughout my career…this was the absolute top of the line from a moving company. Kudos to the entire Hansen Bros. team!
Thanks for your positive feedback!
Fantastic job, consistently, with prompt, careful, efficient, considerate, polite and positive service from the initial call to the last box and piece of furniture offloaded and in place! We are multi-generational clients and perpetually recommend Hansen Brothers to anyone who needs moving service. ??
I've used Hansen Bros. twice now over the past few years, and I've been extremely pleased with their service. Dave A, my main point of contact for both moves, was always friendly and responsive. The movers themselves were courteous, energetic, and careful. And both moves went smoothly and finished early which meant they were cheaper than estimated. I highly recommend Hansen Bros!
We appreciate you taking the time to post your review. Thanks!
Excellent service!! Would definitely recommend their services and would use them again!!
Thanks for your positive feedback!
Kyle, Eric, Antonio, Eddie, and Taylor did a wonderful job moving us. We enjoyed working with them. They were very accommodating and professional. Moving is stressful. The Hansen move team definitely did not add any stress, only relief. Thank you. I think we have one more move in us and we will be calling Dave of Hansen Bros. again.
We appreciate your business and review. Thanks!
Hansen Brothers Moving & Storage provides superlative service, both locally in the Puget Sound area and for interstate moves. I recently moved from Mukilteo, WA to Albuquerque, NM. Every single thing, from the estimator's walk-through and estimate, to a date change, to loading my belongings in Mukilteo, to the interstate truck, to the unloading and placing of my belongings in my new apartment, went perfectly. I am a very happy customer!
Thank you for the positive feedback!
Hansen Bros. need a great job from beginning to end of the process of moving my personal items from one location to another. They were prompt, friendly, hardworking and very accommodating for my needs. I would use them again and recommend them to all.
Thanks for your kind words. We appreciate your patronage.
I make special mention of Nicole N and George E who steered me through a tricky move into a senior community during the Covid-19 crisis. Wasn't sure it would happen when it did, but it did thanks to them.
Thanks for the kind words!
Was able to move within the city amid the stressful and unknown of the COVID-19 pandemic. From helping us schedule and get set up with boxes, to the three efficient and willing movers day of, this move could not have gone better. Everyone on the Hansen Bros team was professional and got the job done faster and better than I could ever have myself! 100% would use Hansen Bros again and would recommend to anyone needing a similar service.
Thanks for your positive review!
Great service and communication. I've used you all twice and will use you again. I will also refer you all to anyone I know that is moving.