Complaints

This profile includes complaints for Hansen Bros. Moving & Storage's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hansen Bros. Moving & Storage

  10750 Aurora Ave N Ste A Seattle, WA 98133-8883

  
• 

  Hansen Bros. Moving & Storage

  2902 Lincoln Way Lynnwood, WA 98087-1205

  
• 

  Hansen Bros. Moving & Storage

  6860 Coal Creek Pkwy SE Newcastle, WA 98059-3121

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Hansen Brothers to assist with an interstate move. On the day of the move (March 4, 2025), the movers used dollies to transport boxes and, in the process, scratched my floors. These were deep scratches that they did not notice until I pointed them out. I immediately asked them to stop using the dollies and carry the boxes instead. I also requested that they document the damage by taking photos.I had to initiate contact with the Hansen *************** to report the damage and followed up again the next day, as no one reached out to me. My contractorsalready working on other repairs in the homeinspected the floors and confirmed the damage was extensive. They advised that the floorboards would need to be replaced. Hansen Brothers then sent their own flooring consultant, who initially agreed that replacement was necessary.However, after internal discussions, Hansen Brothers informed me that their consultant had changed their assessment and now believed replacement was unnecessary. Instead, the office manager applied filler to the scratches. This solution is inadequatethe damage remains clearly visible.I am preparing to sell my home, and this damage has negatively impacted its value. Despite clear evidence and an initial recommendation to replace the floors, Hansen Brothers has refused to take responsibility, offer reimbursement, or provide even a partial refund. Their handling of this matter has been evasive and uncooperative.

  

  Business Response

  Date: 03/25/2025

  The consumer hired Hansen Bros. Moving & Storage as an agent for **************** for their interstate move from ********** to **********. Hansen Bros. Moving & Storage picked up the consumer's shipment on Tuesday, March 4th, 2025, and the consumer notified Hansen Bros. management that the moving process resulted in several scratches on her 10+ year old wood floor. The moving crew took photos of the reported floor damage and provided them to Hansen Bros. management upon their return to the office.
  
  On Wednesday, March 5th, 2025, Hansen Bros. called the consumer to discuss the floor damage and learned that the consumer had their own contractor (already preparing the home to go on the market) assess the damage with the intent to perform a repair. Hansen Bros. also sent the photos of the floor damage to its professional flooring vendor, who responded that more information was needed to be definitive, but they didnt think a proper repair could be completed without replacing the damaged floorboards.  Hansen Bros. then contacted the consumer to determine if they had retained any extra floorboards from their original installation 10+ years prior, but unfortunately, they did not. Building management was contacted to see if they had any spare matching floorboards for replacement, but the flooring in the consumers unit was different than the flooring installed in all the other units in the building. The Hansen Bros. professional flooring vendor was scheduled for an onsite visit on Friday, March 7th, to assess the damage, and the consumer sent a message stating that her contractor was also going to have their flooring vendor onsite that same day.
  
  Both flooring vendors reviewed the damaged floorboards as scheduled on Friday, March 7th , and the consumer emailed Hansen Bros. management late in the day stating, "Hi ****, Hope you're doing well, it was good to connect this morning.  The contractor came over today. We tried two different types of pens this morning, and they will not work; the gouges are too deep. He's going to try to fill it in with some wood filler tomorrow, and if it doesn't work, we're going to have to replace the floorboards. He doesn't think we're going to be able to match it completely though, so it will be a bit different, which is frustrating. In terms of next steps, should I have him send you the invoice directly? Thank you."  Hansen Bros. responded by email on Friday, March 7th, and agreed to pay for the consumers contractors efforts.
  
  The consumer's contractor agreed to try to find matching floorboards that would be suitable as well as trying a different filler on the damaged floorboards. The Hansen Bros. professional flooring vendor reported that without documentation of the specific flooring make, model, and specific color/pattern, it would be nearly impossible to match the existing floorboards. Further, without knowledge of how the flooring was installed, they were concerned that pulling one of the damaged floorboards could likely cause additional damage to the flooring. On Friday, March 7th, the consumer sent an email stating, "Hi ****, This is what were going to do. We will try to fill it and stain it on Monday to see if that can work.  Simultaneously, they think they have found something similar, but Floor and Tile need to order the boards, and it will take at least three weeks to arrive. We dont know if those will match because there is no sample available. What do you suggest we do if my contractors are not able to find the right floorboards? Would **** be able to source them? What are your suggestions?  Im quite concerned with this timeline because it will delay my ability to put this on the market."
  
  On the morning of Monday, March 10th, the consumer informed Hansen Bros. that her contractor would be onsite at the unit around 10:30 am. Hansen Bros. was already scheduled at that time, but made an onsite visit later that day, and the consumer shared contact information for her flooring vendor. Hansen Bros. contacted that vendor and agreed to meet onsite on Wednesday, March 12th at 8:30 am. Hansen Bros. arrived on-site early and waited, but the consumers flooring vendor didnt show up or respond to text messages or calls, so Hansen Bros. departed at 9:30 am. Hansen Bros. notified the consumer of the flooring vendor's no-show, and she then attempted to contact the flooring vendor without success. Hansen Bros. and the consumer agreed to move forward without her flooring vendor and then held several phone conversations over the following days. The consumers contractor was on vacation at that time, but agreed to look at the flooring damage again when he returned. On Monday, March 17th, Hansen Bros asked the consumer for access to the unit on Tuesday, March 18th in order to attempt to repair the damage. The consumer requested that the floorboards be replaced by the Hansen Bros. flooring vendor, but that vendor stated, I wouldn't feel comfortable taking up any boards without having extra.  We may not be able to match the flooring, and the boards are missing. Also, it is hard to tell how much damage could be done by removing a board without knowing how the floor was installed.  If the floor is glued down to the gypcrete, it can cause 3-4 boards wide and long damage. I wouldn't want to take on this job, too much liability if something goes wrong." While onsite, Hansen Bros. assessed the original repair attempted by the consumers contractor that repair attempt included wood filler and a stain, which was unfortunately not the same color as the floorboards and really stood out. Hansen Bros. was able to rework the repair and made the floor look better than it did prior to their visit. Photos of the repaired flooring were sent to the consumer.
  
  On the morning of Wednesday, March 19th, the consumer sent the following email message: "Hi ****, Thank you for sending the photos yesterday. Do you still see the pen marks over the damage? Can we please discuss next steps? Thank you."  Hansen Bros. then responded by email with the following message: "Hi *****,  No Problem!!! It actually looks a lot better than it did when I started.  While you don't see pen marks, the stain your contractor and his floor vendor used is visible, but only when you really get close, as you can see in the pictures. There is nothing more I can do about that. I don't know what type of stain they used, but trying to remove what they did is not something I feel comfortable with, and I don't want the liability for their attempt, as I think it will cause more damage to the floor.  My flooring vendor, after some more thought, is not comfortable taking up any of the boards since there are no boards on hand to replace them with.  The worry is that if they are not able to match the flooring, then the floor is completely missing boards.  They also don't know how the boards were installed, and they can't tell how much damage could be done to the surrounding doors.  If the flooring is glued down, it could cause damage 3 to 4 boards wide and long.  It just ends up being too much liability for them if something goes wrong, and I think you can agree that nobody wants to make this worse.  At this point, I have exhausted all my options, and there isn't anything more I can do. Given the age of the floor and the other imperfections throughout I believe it is best not to do anything else that could cause any further damage."
  
  The consumer then replied with, "Hi ****,  I'm pretty disappointed in the outcome. This floor was in good condition when the movers arrived and has gone through significant damage in just a short period of time. In addition, when your flooring consultant came, he was very convinced that the floorboards needed to be replaced, so I'm not sure why he has changed his mind. The same factors that existed when he made that determination are still present.  In addition, during the move, the movers did not sufficiently protect my couch, and it has been soiled during the move. I am now having to work with the claims process as well. This has been a pretty disappointing experience overall. I would like a partial refund on the move, as these floors are going to impact my ability to maximize my house value when I sell it. I will also be asking my contractor to send you an invoice for the work and time he added to resolve this. I will start a separate thread with the three of us.  Please let me know how to proceed with the partial refund. Thank you."
  
  Hansen Bros. then replied in return, "Hello *****, I completely understand your disappointment with the outcome regarding the damage to your floors. While our floor consultant does believe the boards need to be replaced, without spare boards on hand, it becomes a risky endeavor. As I stated previously, both by email and over the phone, pulling the boards could cause further damage to the floor by damaging boards that are not damaged now, since it cannot be determined how they were installed. Also, with the floor being installed over 10 years ago, there is no guarantee that the specific flooring can be sourced to replace any boards that are removed.  This makes it extremely difficult to match material and color.  I am sorry to hear about the damage to your sofa.  I see you have started a claim with ****************, and they will work through that process with you. Unfortunately, the payment for the move and the settlement of claims are two totally separate entities. We cannot offer you a partial refund of your moving costs in an effort to settle any claims issues. Your move was done under the authority of ****************, and the sofa claim resolution will be determined by the **************** claims department. In regard to the floor, I have done all I can to repair the damage. I agreed to allow your contractor to attempt to repair the damage. I had my flooring vendor send someone out to get their opinion and did my best to repair the damage myself.  Although the outcome did not end up being what any of us wanted, there is nothing more we can do at this point without making things worse. I sincerely apologize that you are in this situation and that your move experience fell short of your expectations. I will await the invoice from ****** under the separate email thread you started with the three of us."
  
  As of today, 3/25/2025, Hansen Bros. has not yet received an invoice from the consumers contractor but intends to pay this invoice, presuming the amount charged is commensurate with the limited repair performed.  While we realize it is not the BBB's goal or mandate to adjudicate claims, we wanted to show we have certainly responded to and communicated with the consumer in a timely and professional manner.  We will continue to interact with the consumer to reach the proper conclusion for this matter.
  

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23110049
  
  I am rejecting this response. The business has quoted the email exchange but has not proposed a path forward so there is nothing I can reject or accept. 
  
  Thank You,
  
  ***** ****

  Customer Answer

  Date: 04/07/2025

  Yes, my contractor emailed an invoice on Mar 21, 2025. On Mar 25, 2025, I realized that that the Mar 21 message did not include Hansen Brothers on the email for the invoice so I forwarded it to **** ***** of Hansen Brothers on that date. 

  I responded to **** via email on Mar 31, 2025 to say that in a previous discussion, I would be open to a partial refund, though I did not specify an amount. In that previous discussion, he disagreed with the idea of a partial refund. I brought up the partial refund again in the Mar 31, 2025 email but as of today (Apr 7, 2025), there has been no response to the Mar 31 email.

  Thank you.

  

  Business Response

  Date: 04/16/2025

  In an email correspondence with the consumer on March 20th, it was explained that payment for the moving services and damage claim remuneration were separate and distinct matters. We neither declined responsibility nor intent to provide compensation. Further, we agreed to allow the consumer's hired contractor to attempt a repair to the damage, we paid for our professional flooring vendor to perform an onsite assessment, and we also attempted to repair the damage ourselves (which was unfortunately derailed by the mismatched stain applied by the consumers contractor). Based on the professional opinion of our flooring vendor, we informed the consumer that in addition to the floor being over a decade old with associated wear and tear, we were unable to source an exact match for the damaged floorboards and attempting to remove/replace those floorboards would inevitably cause additional damage to the surrounding floorboards. 
  
  The consumer did indeed forward us an invoice from her contractor on March 25th in the amount of $500 for the overtly unsuccessful repair he attempted.  On March 27th, we responded to the consumer, reinforcing our intent to identify a mutually acceptable resolution and asking the consumer for specifics about what an acceptable resolution would entail.  On March 31st, the consumer responded, stating she was open to a proposal but without any indication of what she was seeking. As we were engaged in a large commercial project at that time, we responded to the consumer's email on April 8th.  We apologized for our delayed reply and offered the consumer a monetary settlement for the floor damage.  As of today, April 16th, we have not yet heard back from the consumer in response to our compensation offer and will continue to work in good faith with this consumer to provide a mutually acceptable settlement.
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:05/01/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had them moving our stuff locally within 10 miles. ****** them to come pack and store. Also needed them to help with many items like tvs, pool table, couches etc. we had a person who did the walk through and tagged everything. first, they came late, minimum crew, they left early. Didnt finish, I complained and they came and packed up. For the final delivery, came late again, they forgot to label boxes, left things everywhere without assembly and left early. This move costed us close to $30k locally and the project manager doesnt pick up calls. They try to modify estimates mid job or refuse to work.

  

  Business Response

  Date: 05/08/2024

  Thank you for the opportunity to address the consumer's complaint. 
  
  One of our estimators did an initial walk-through with the consumer so we could provide an estimate for services.  The consumer signed an estimate to have items packed and removed from their home and placed in our storage until they settled on a new home.  Noted in the estimate signed by the consumer was a single slate pool table that would be "disassembled and crated by 3rd party" along with the removal of TV's from walls.
  
  Per our records, the crew was on time to load and deliver their belongings into our storage and we had adequate staff onsite to assist the 3rd party service provider with crating the pool table slate.  While on-site, the consumer made changes and asked for additional 3rd party services which were agreed to and provided. The consumer had not performed the downsizing as they had intended (and notated on the estimate paperwork) which required additional packing and increased the weight of the shipment. This move was completed on schedule and in full accordance with the moving services as contracted.  Consumer's items were stored for about one and a half months before being delivered to the new home. 
  
  Per our records, our crew also arrived on time to deliver the storage.  The delivery was scheduled about a week prior to the consumer's desired date which left no time to assess access at the new home.  Upon arrival, it was determined that additional crew members were needed to deliver the pool table slate to its desired location due to safety concerns raised by the lead crew member on site.  We presented a change order to the consumer for this additional labor which they would not sign.  Even though a change order was not signed, we still provided the additional labor without compensation.  As with the prior move this move was also completed on schedule and as contracted.
  
  The total cost of services provided was significantly less than the $30,000 stated by the consumer.   Following an internal audit of the 3rd party services, the consumer received a refund based on an adjustment of actual work performed. 
  
  While were aware we fell short of the consumer's expectations, we have been and are still in open communications with them. In regard to the complaint of parts still packed in boxes being needed to assemble furniture and fixtures, we have twice offered to send crew members (free of charge) to assist with the unpacking of boxes to find the needed parts.  However, the consumer has declined these offers to date.  We have fulfilled our contractual obligations, furnished some services without compensation, and offered assistance finding the needed parts at no charge although the consumer has not accepted that offer. As all services have been provided as contracted, we do not believe there is merit to this complaint nor is there any basis for further financial recompense. We understand the matter isnt necessarily closed, however, there isnt anything further we can do for the consumer past what we have offered.

• Initial Complaint

  Date:02/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May of 2023 Hansen **** Movers of ************************************* were hired by *********************, the previous owner of ************************************************************************* to move her personal property from the house to her new residence. In the course of performing this move, employees of Hansen **** Movers struck and damaged the frame of the downstairs sliding glass door and the screen. The door does not latch and the frame is visibly damaged. This damage was observed by current owners ******************* and *********************, along with their agent *****************. The damage was brought to the attention of the movers who verbally confirmed to all three parties that they had caused the damage in the course of moving and that their company and insurance would make it right.Repeated attempts to work with Hansen **** to be made whole for the damage they have caused have not been successful. They have been spoken to via phone and email by both the homeowners and the buyers and sellers agents to resolve this issue without success. Hansen **** has sent representatives to the site who have fabricated excuses like home settling or heat warping having caused this damage and have ceased working with us towards resolution. The home did not settle in **** more than a decade after construction, and there was no excess heat.We have photos of the area before Hansen **** caused the damage, including a home inspection report and a 3D walkthrough made for the listing showing no damage. We also have had multiple estimates from local companies for replacement (repair is not possible) who have all stated unequivocally that this was impact damage. There is related paint chipping near the impact as seen in before and after photos. Photos will be submitted with the complaint.

  

  Business Response

  Date: 02/13/2024

  I will pass along this information to the relevant office which performed the move.  We will follow up when we have more information.

  Customer Answer

  Date: 02/13/2024

  There is no resolution proposed in this message, its just a we see it. Do I need to accept or reject this or can I wait for an appropriate response?

  Customer Answer

  Date: 02/13/2024

  There is no resolution proposed in this message, its just a we see it. Do I need to accept or reject this or can I wait for an appropriate response?

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21284149
  
  I am rejecting this response because:

  As per this message there is no resolution yet for the issue. It is still pending on their end.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 02/13/2024

  While moving our customer out of this address the glass door was open and the screen door mostly open- the legs of the item we were moving caught the screen door and damaged it.  The Frame of the door was (as with most screen doors) was more screen and less frame -- bent to the point that it needed to be replaced
  We replaced the screen door on or about June 30th, 2023. (It had to be ordered)
  *****, our driver, who has experience in replacing windows and doors replaced the screen door for us
  While ***** was on site it was noted that the latch on the glass door was not lining up right.  While ***** was there, he tried to make adjustments for them however, this was preexisting damage and there was only so much he could do.  We did not run into the glass door.

  Attached is a copy of the receipt from the door we purchased and replaced.

  
  

  Customer Answer

  Date: 02/22/2024

  This is in no way resolved. The company caused the damage and needs to resolve it. They hit the frame of the door on one side and the screen door on the other. It's an opening and they impacted on both sides. The photos clearly show damage to both sides that is new and was confirmed by the employees on site that they caused the damage indicated. ***** was sent here to try to dissuade us from following up, we've already confirmed with multiple industry experts who actually work in the industry that this was impact damage. We have photos with timestamps showing before and after and multiple witnesses to the employees of the mover having caused and taken responsibility for the damage.

  Customer Answer

  Date: 02/22/2024

  I did respond to the complaint. I have re-responded again, please do not close this as there is no acceptable resolution yet.
  

  

  Business Response

  Date: 04/03/2024

  We have been in close communication with the consumer.  In good faith, we have decided to bring in a company to provide complete repair of the door frame.  The work is scheduled for later this month.  We will provide another update when that work has been completed.