Complaints
This profile includes complaints for Estes Express Lines's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 105 total complaints in the last 3 years.
- 34 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/23/2025
Type: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.
This is the worst shipping company *** ever dealt with. They tried to deliver one time last week, and now just hung up on me three times while trying to get information on when they can deliver. Its time sensitive, as I am waiting on my last piece for HVAC system to install in my house that has no AC in the dead of summer heat. I will never use this company again and I advise against anyone hiring them for anything.
Business Response
Date: 06/24/2025
We apologize with any delays in receiving your order.
We will reach out to the destination terminal to verify the shipment is complete.
Thank you
Heather Lewis
Estes Express Lines
Initial Complaint
Date:06/19/2025
Type: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 am filing this complaint on behalf of myself and ***************************. We shipped something with Estes in February of this year - we paid extra for *************************** on the shipment. The shipment arrived to our customer damaged, we filed a damage claim with Estes immediately and was told by a *** they would be completing the claim, but then nothing was ever done with it. I have emailed numerous times, called both corporate and our local sales *** asking for help. The local *** *** ******* said he would get this resolved within a day or two and that was weeks ago, haven't heard from him or anyone. I have never received a response from the claims department despite all the emails I have sent and calls made. I am at a loss on how to get our claim resolved and paid. Our claim # is CL-****** & the *** who is supposed to be handling our claims is ***** ******, who NEVER responds to any of my questions, emails or anything. I have never encountered such unprofessionalism and fraud. Our claim is not complex and should have been pretty straight forward, but they refuse to resolve it or pay the claim. I need some help. Perhaps you can get a response from them! I also have email proof of every time I followed up and asked for an update and got no response. I also have emails showing ***** ****** agreeing to pay out the $2300 and resolve the claim.Business Response
Date: 06/20/2025
The claim has been sent to the account manager for this account and they will reach out to the customer with our decision.
Thank you
Heather Lewis
Claims Dept
Customer Answer
Date: 06/20/2025
Better Business Bureau:
I have reviewed the offer and/or response made by the business in reference to complaint ID 23493044, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
As of right now we have not heard from anyone at Estes to resolve this claim or complaint. Heather, the claims department manager who never responded to my numerous emails for months just responded to this BBB complaint saying it was forwarded to the account manager for our account... we have no idea who that could be. We have a local sales rep named Jim Deweese, but as far as someone managing our account, it is sad we have no idea who that person is. Because no one is managing our account or anything at Estes, I have no idea how you conduct business so unprofessionally like this. No one has reached out yet, it is now 8:30am central time on 6/20/25 and no one has emailed or called or done anything to help. I cannot agree to accept an "offer" that this complaint is resolved, it most certainly is not! No resolution has been offered as of right now, so this request is a joke. As of right now Estes is dragging their feet on approving a damage claim with clear evidence, notation and FULL VALUE COVERAGE, meaning we paid extra to insure the shipment for $2300. This claim isn't a complex one, it was straight forward and I have emails where Nancy Ingram at Estes said she was going to conclude the claim and never did. What is going on over there in Richmond? This is awful.
Regards,
Sarah BrownInitial Complaint
Date:05/07/2025
Type:Status:ResolvedMore 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 had a delivery of trex deck boards from **********. The delivery truck destroyed part of my gravel driveway, tore up the gravel and the hard plastic grid that held the gravel in place. I reported it to **********, and they reported it to their insurance company ********, which then passed it to Estes-express of ********. **** ******* of Estes does not respond once I gave her the costs of the stone gravel material. No one responds-neither Sedgwick or Estes-express. Please help with this refund for the material to fix my driveway.Business Response
Date: 05/08/2025
Property damage claims are handled by our safety ****.
We will turn over the information to the correct **** for review.
Thank you
******* *****
Estes Express Lines
Customer Answer
Date: 05/08/2025
Better Business Bureau:
I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I will not accept any rerouting of my complaint to another department of Estes. I want a check of $159 in the mail. Ai have been passed from **********, to ********, and to ESTES. No one is getting this complaint resolved.
Regards,
***** *******Business Response
Date: 05/19/2025
Ms. ******* will be in touch with the customer regarding this complainant ASAP.
Thank you
******* *****
Estes Express Lines
Customer Answer
Date: 05/20/2025
Better Business Bureau:
I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]They at Estes have not yet responded to me, either by email, snail mail, or by phone. They could have written a letter back to you and me at the same time with a copy of the correspondence indicating they owe me. I wrote to BBB because they just ignore my emails. Should I write to the president of ********** to complain about their ****************** representatives and about the Estes transportation. Perhaps I should suggest they select another transport contractor.
Regards,
***** *******Business Response
Date: 05/20/2025
Per our safety dept:
We have reached out to the customer since the first complaint was received and informed the customer we have requested the check and once we receive we will update her.The payment is in process and the customer will be advised when it's sent.
Thank you
******* *****
Customer Answer
Date: 05/20/2025
Better Business Bureau:
I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
plesse give me the email and cell phone of this Estes *** or responder as otherwise I am back in this black hole of no accountability. **** ******* of Estes did not respond after I sent the required estimate e***air driveway.
Regards,
***** *******Business Response
Date: 05/21/2025
**** ******* is the adjustor handling your claim.
She will advise when payment is issued.
Customer Answer
Date: 05/21/2025
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
Regards,
***** *******Initial Complaint
Date:04/24/2025
Type: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.
The driver knocked on my door. I asked if he needed me to do anything. He said no. Later, I look out there and my order is on a pallet in the middle of the street. Estes notified. **** says theres nothing she can do . As Im old. I cant move it. Theyre gonna tow it. **** says hold for her manager to connect me. ****** comes on and she talks down to me. After the first few insults, I stated there's no way youre a manager because Im the director of patient care services and I would never talk to anyone like that. She admitted shes not. I said oh my God, I want to speak to your manager. She then says shes gonna get *****. I said OK so Megans your manager well shes not a manager we dont have a manager here today. Who is the owner of the company? I dont know who that is whats the name of your boss ********. Everyone that I asked did not know who to email for anyone higher in the corporate office who the CEO, COO, or even chain of command ie. *****, and son ****. I mean blatantly lying about being managers is over the top. Its supposed to be recorded. I told her I have a picture of it in the street. She said well, call **********. I had to spend money to get my neighbor to get somebody to come here because I live in a retirement community and move all ofthat stuff that was in the middle of the street onto my property. Because I am physically unable to do so, which is why I hadit delivered in the first place. They said its not their fault. Its Home Depots fault. ********** said it was their fault and they had to fix it so so Im upsetabout this and I dont want it to happen to any other old people that cant do. I dont have the money to even pay other to do something that was already paid for. I told her they could put it in my driveway. I said when he asked me at the door, he said nothing I didnt know was on a pallet and the manager made me feel stupid cause I didnt know it was gonna be on a pallet. Thank you.Business Response
Date: 04/25/2025
This complaint is in regards to Estes freight bill number 040-8168574.
We apologize for any issues with delivery. This was a curbside delivery. The shipment wasn't tendered to Estes for inside delivery instructions.
Again, we apologize for any inconvenience. Estes performed the services requested on the bill of lading.
Thank you
******* *****
Estes Express Lines
Initial Complaint
Date:03/29/2025
Type: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.
Package located at facility in ***. Can NOT get a delivery appointment. There just holding our package and anticipating weeks before delivery. They threaten to charge service fees if I cancel the order how can the charge a service fee for NO service provided. Just want my expensive TV I ordered weeks ago.Business Response
Date: 03/31/2025
Please advise the Estes freight bill number so we can investigate this complaint.
Thank you
******* *****
Estes Express Lines
Initial Complaint
Date:02/19/2025
Type: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 had received a call from the carrier to set up a date where I would be home to receive an oversized package. 2/7/2025 was confirmed for delivery via tracking # ***-8709024. The shipment did not arrive without communication from the carrier. I reached out and the CA distribution center confirmed it was moved on their end and copied the GA distribution center. Upon following up, they stated that the shipment was still being located. I followed up two more times and the ** location has been unresponsive. The phone number is going right to voicemail. Email exchanges attached.Business Response
Date: 02/20/2025
We apologize for any delays with the delivery.
Please contact ********** for a refund or replacement and in turn they will file a claim for non delivery with Estes.
Thank you
******* *****
Estes Express Lines
Initial Complaint
Date:02/13/2025
Type: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 ordered an vanity from Lowes on 1/30/2025 or 1-31-2025. I was told this would be delivered the first week in February. Today is 2/13/2025 and I have yet to receive my vanity. Each time I have called the delivery has been pushed back. I was told that the item was shipped and received by this company on 2/6/2025 which means, according to your policy, I should have had it on 2/8/2025. Please provide answersBusiness Response
Date: 02/14/2025
Please advise the Estes freight bill number so we can investigate the complaint.
Thank you
******* *****
Estes Express Lines
Customer Answer
Date: 02/17/2025
Better Business Bureau:
I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
********* *****Initial Complaint
Date:02/06/2025
Type: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.
Reached out the Estes Suremove, a division of Estes. Cancelled a previous move, months ago due to Davon, a customer service **** unprofessionalism and overall nastiness. After receiving a quote for another move with a different *** and calling to start the process, ***** the same CSR I had an issue with cancelled my new move with no explanation. After speaking with ***** the *** who provided me a quote, I was told to call back and speak with their manager because of previous comments on my other quote. I have no idea what that means. The manager refused my call and wanted to email me after they claimed my email was not valid. I was never told why I as a veteran was discriminated against and my business was refused. I am requesting the BBBs assistance in finding out what their rationale was for discriminating against me and refusing to service me.Business Response
Date: 02/07/2025
Please contact SureMove at *************************** for further explanation.
Thank you
******* *****
Estes Express Lines
Customer Answer
Date: 02/07/2025
Better Business Bureau:
I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
???******* ****** ?? ?I have tried calling multiple times to no avail. This number also has no voicemail.
Business Response
Date: 02/07/2025
I apologize.
The correct number is ***************************.
Also, please note that SureMove is a separate entity of Estes Express Lines.
We have no additional information as to the complaint.
Thank you,
******* *****
Estes Express Lines
Initial Complaint
Date:01/25/2025
Type: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 am having issues with our local Estes company in *********, **. I have asked them numerous times to notify me when they receive a shipment of ours and to schedule a delivery appointment, so we can make sure someone is available to unload the truck. On 1/23, we received a call from a delivery driver saying they will be at our location to deliver our product that day. I told the driver that no one at Estes has contacted us to set up a delivery appointment and that we are closed on that day, so there is no one there to unload it. I told the driver that no one reached out to us to schedule a delivery to confirm if that day was good for us. So, it is causing us a delay in getting our product. Also, we were told we would be charged fees, since the couldn't deliver it to use. We are being told that our local Estes does not make appointments with customers, they will just deliver the item whenever they want. This is the only company I have ever worked with that does not schedule a delivery appointment. I'm not sure what to do about this and how a delivery company does not schedule appointments with customers. This location in *********, ** is causing us serious problems with the way they do business. I'm not sure what to do in this situation and how to get them to schedule an appointment with me. Our company has been dealing with issues with this location for over a year now. I've reached out to them multiple times to fix this and to let us know when they receive a shipment of ours. Could someone please reach out to me and let me know how we can fix this issue, so that this does not keep happening. Since this location will not schedule a delivery appointment with us, it is causing us delay in shipments and the company is going to charge us fees, since our last shipment couldn't be delivered.Business Response
Date: 01/27/2025
Please advise the Estes freight bill number so we can investigate the complaint.
Thank you
******* *****
Estes Express Lines
Initial Complaint
Date:01/15/2025
Type: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.
The full complaint is attached. I live in a townhome community with individually owned units. Recently, our HOA allocated funds for capital improvements. This morning, a Ryder truck carrying building supplies parked directly behind my car in our limited carport space. Already parked close to the pole after a tiring workday, I couldnt confidently back out due to the trucks position. My recent LASIK surgery, with my depth perception still recovering, made it worse. When I politely asked the driver to move, explaining my difficulty and lateness for work, he insisted there was enough room. Despite my explanation, he became hostile, accused me of having a fcking attitude, and refused to move. The driver, wearing a ********** shirt with an "e" logo, claimed to own the truck and dismissed my intent to report him, declaring ********** wouldnt do sht. When I photographed the license plate, he mocked me, making rude comments about an acne patch on my face. I contacted the ********************** and learned deliveries are managed by Estes, a third-party contractor. I reached out to ********** corporate, who directed me to Estes, but my call to the ********************* went unanswered after ringing 30 times without voicemail. I am appalled that Estes allows contractors to act so unprofessionally while representing its company. Given our $5,000 HOA fees likely funded these supplies, encountering such unprofessionalism is unacceptable. I was late to work, missing an important meeting. *** informed my companys procurement teamwho use Estes servicesabout this incident, recommending they consider providers with higher standards. I trust this complaint will be addressed. Attached are photos for review.Business Response
Date: 01/16/2025
I believe this is a duplicate complaint.
The terminal manager is aware and we will be handling internally.
Thank you
******* *****
Estes Express Lines
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