Hansen Bros Moving & Storage

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).

Move size: 3 Bedroom Home Service cost: $7300

We recently used Hansen Bros to pack

and facilitate a move from Seattle to the Atlanta area. While our packing crew was extremely friendly and quick on the first day, the aftermath didn’t match expectations. I expected such great things!

Our experience when our goods were delivered revealed many things lacking in our cross country move. Our truck was 2 days past our contracted delivery date. Vintage furniture was gouged and breakables and lamps broken due to haphazard packing techniques. Our Dyson stick vacuum had its cord cut because it was too difficult to find the plug? An expensive item was missing. And when we went to complain, we were told WE were to blame for having more things than estimated (we paid for the additional, underestimated weight and packing services. Square footage was based on Zillow not on asking us directly). That WE were not prepared. An amazing amount of deflection for a service that cost well over $20k.

Maybe they’re great in town, but for complex moves communication, clarity, care with delicate items and customer service are not their strong suits.

Move size: 3 Bedroom Home Service cost: $22500