ComplaintsforHansen Bros. Moving & Storage

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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 response

  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 response

  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

  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 response

  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 response

  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

  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.

• Initial Complaint

  02/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hansen Brothers took possession of *************************************** ******** cabinet on 11/02/****. It was placed in storage at the Newcastle warehouse and monthly fees were paid for nearly 20 years. Upon ******* death in June 2021, I contacted Hansen Brothers as executor of Mr. Lundber's will, but the warehouse was unable to locate the item. After repeated delays, dead ends, staff retirements, etc., I was finally sent a claim form which was filed on October 23, 2021. The claim was for $2,795, the value of an identical cabinet recently sold online, as well as $4,181 for the 226 months of storage fees, averaged between the **** cost at $16.75 and the 2021 cost at $20.25, for a total investment lost of $6,976.00. I've sent this information, as well as pictures of the cabinet in the house and the same model cabinet for sale to a shifting cast of Hansen Brothers employees over the past eight months, but apparently none of that is on file. I have numerous emails acknowledging the loss and promising remediation, but each time I'm passed to a new contact, they quickly disappear, and I have to start the process, again. I'm now in touch with an insurance adjuster, ************************* - ******************************** and I'm filing this complaint to encourage completion of the claim, since each new representative has promised, but not delivered, that.

  

  Business response

  02/22/2022

  ******************** filed his claim with the Branch Manager of one of our locations, who issued a dock search of the facility to locate the cabinet.

  
  After failing to locate the piece of furniture the branch manager requested dock searches from our other facilities in the event the storage had been transferred.
  During this time, the Branch Manager retired and passed the claim information to our leadership team to resolve.

  
  Having received the negative dock search from the other branches, we spoke with ******************** and sent the claim information to our insurance firm for final resolution.
  ******************** was advised that once the claim had been sent to the insurance company, that Hansen Bros. would have to step back to allow the insurance company to adjudicate the claim fairly. We did however make sure that the insurance company information and communications were shared with ********************.The adjuster has been in contact with ******************** and we hope to have the claim resolved in a timely manner.

  
  ******************** chose released liability in the terms of his storage contract,however, we have spoken with the adjuster and agreed to an equitable resolution above and beyond the requirements of our contract.

  Customer response

  02/22/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Hansen Bros. obviously did not forward the claim to their insurer,since when I contacted ********************, the assigned Claims Specialist, directly on 2/18/2022, he asked that I send it to him, as he had received nothing from Hansen Bros. other than a request for guidance.  Per ********************, the guidance involved an item with a ship date of 1/31/2022 and a loss date of 2/2/2022, while Mr. ********* cabinet shipped on 11/2/2002 and was in paid storage with Hansen Bros. for nearly twenty years.  Despite their claim to the contrary, Ive received no information from Hansen Bros. about this process, except for a ccd email on 2/8/2022, saying I would hear more within 48 hours, which I didnt.
  

  I was told that due to a software upgrade, the conditions of Mr. ********* original arrangements were no longer available, but now theres a reference to his original contract and liability, none of which has previously been mentioned.  I dont understand how both of these conflicting Hansen Bros. assertions can be true.

  Ive been in contact with Hansen Bros. for eight months:  Four months during which time the dock searches were allegedly performed - before Hansen Bros. finally sent a claim form; then four months since I submitted the claim form, during which time, again, virtually nothing has happened. 

  Every few weeks, hearing nothing from Hansen Bros., Ive had to renew the discussion which would result in being passed to a new representative which then required resubmitting the previously submitted documentation.  This has included sending photos of the cabinet itself, only to be sent back a photo of a completely unrelated cabinet with the claim that it is ************************.   

  Whomever the Hansen Bros. respondent was in this case has obviously not been involved for the eight months I have been.      
  
  Sincerely,
  
  ***************************

  Customer response

  02/24/2022

  Hello - The claims adjuster emailed me today that he is waiting for a response from Hansen Bros.  I assume I can't do anything until he gets that response.  Thank you!

  

  Business response

  02/25/2022

  We responded to the adjuster within 4 hours of his email to ********************. The claim has been finalized and we are now waiting for the claim settlement authorization from ********************.

  Customer response

  02/28/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  

   

  While the settlement offered by Hansen Bros. is acceptable, based on how this process has gone to date, I'm leaving the complaint open until I actually receive reimbursement.

  
  Sincerely,
  
  ***************************

  

  Business response

  05/23/2022

  A critical update for Complaint ID ********. Prior to the loss claim being settled financially for the missing ******** cabinet stored with our company for almost 20 years, it was found in good condition in a rarely accessed, secure location within our large warehouse. Upon discovery, arrangements were made to deliver the ******** cabinet to the claimant (***** ********) at no charge. This delivery has already been completed and the loss claim initiated for the ******** cabinet has been terminated. We truly apologize that the return of the ******** cabinet to the claimant was delayed.

*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. ↩