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:11/17/2022
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.
On 24 September, an ESTES driver delivered a packeage in my driverway. When he drove off, he struck my mailbox, stopped, then sped off. The driver broke the mailbox post and sent my mailbox into the street. I have 2 witnesses who saw this. I filed a claim for property damage with the ESTES clims department. *************************** and ***************************. Over the last 2 months I have emailed and called numerous time, requesting the status of my claim. They have not called back once and have only replied by e-mail after I send numerous emails. Their response is always, "we have asked about the status and have not yet gotten a reply". It's now Novemeber 17 and I still have no idea if my claim has even been looked at yet. My HOA is threating to fine me if my mailbox and post are not replaced. I understand there is a claim process and it takes some time. But, ESTES should provide me with the current status of my claim and the estimated date my post and box will be replaced. They have not. It ppears to me as if they're disregarding my claim. I should not have to wait 2 moths for them to replace my damaged property. I should not have to let 2 months pass and ESTES not even able to tell me the status of my claim.
Business Response
Date: 11/17/2022
Our safety department will reach out to you regarding your claimed property damage.
Thank you
*************************
Estes Express Lines
Initial Complaint
Date:11/16/2022
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 from Lowes suppose to arrive on 11/7. It was rescheduled a couple times now. Today it was suppose to be here but truck broke down so its set for Sat now. The hub where my product has sat is 42 minutes from me. This is unacceptable! If you arent able to fulfill the dates promised then dont accept the business.Business Response
Date: 11/17/2022
Please advise the Estes freight bill number so we can investigate this complaint.
Thank you
*************************
Estes Express Lines
Customer Answer
Date: 11/17/2022
The tracking # is **********. The business is asking . I have not gotten resolution yet so please do not close complaint. 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,
*****************************Business Response
Date: 11/23/2022
We apologize for the delay in delivery.
We show this shipment delivered on 11/19/22.
Thank you
*************************
Estes Express Lines
Customer Answer
Date: 11/30/2022
[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:Beware before using this company. What a joke they are with deliveries. I have finally received delivery though
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:11/12/2022
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.
My name is ***************************** i purchased a Stealth 15x15 round pool from **************** ********************************************************************** on 10/11 the order or freight was billed to carrier company TQL **************************** which contracted delivery to ESTES ****************************************** on 10/14. I don't know when the load or freight was DROPPED AND BANDS BROKEN FROM SKID AND LOST HARDWARE FOR ASSEMBLY OF STEALTH 15X15 ROUND **** it was deliver to our residence on 10/19 on 10/22 my contractor came out to assemble noticed DAMAGE TO THE **** BEING BENT UP AND MISSING HARDWARE i reached out to **** & SPA DEPOT spoke with salesman ***** and his manager **** they informed me that it wasn't their responsibility that it was on the truck company TQL which contracted the delivery to ESTES on 10/14 we have been told that a insurance claim was filed on 10/23 and we have this damaged pool sitting in our driveway causing a inconvenience to our parking of our vehicles this has been a disaster to our lives we invested $8745.00 into this pool and we have been pulled into the middle of and insurance claim situation they we didn't ask for all we would like to request is that someone come and get this DAMAGED **** OUT OUR DRIVEWAY SINCE 10/19 AND REFUND OUR MONIES OF $8745.00 BACK TO **!!!!!!!!!!!!!!!!!!!!!!!!!!!!!Business Response
Date: 11/14/2022
Please advise the Estes freight bill number so we can investigate the complaint.
Thank you
*************************
Estes Express Lines
Initial Complaint
Date:10/18/2022
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 was delivered in the wrong location. Was called by dispatch on Friday and I gave explicit directions to call me and I would handle the delivery. This was not done. drivers delivered to schools and did not contact me. People at the school did not know the specifics of what was setup. I am now being told I would have to pay a fee to have the product moved to the correct location. Because the process was not followed this is considered an incomplete job.Business Response
Date: 10/19/2022
Any service failure claim will need to be filed by the paying party to Estes through the dispute portal.
Thank you
*************************
Estes Express Lines
Customer Answer
Date: 10/20/2022
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,
*****************************
Estes representative explained to me that they would charge me for a return visit. The details for the delivery was not met. I was very specific as to the delivery steps that did not get followed.Initial Complaint
Date:10/10/2022
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.
Mover beware! The truck arrived without all the materials to hang the partition and move the rafter columns. Then after the driver installed the low quality partition and it later collapsed resulting in damage to our property, the company refused to cover these damages and refers us to the insurance, which likewise refused to cover the damages. So we are out with very damaged furniture and the company refuses to do anything about it despite that it was their flimsy partitions fault, resulting on the other freight slamming into our stuff (causing the damage).Business Response
Date: 10/18/2022
Please advise the Estes freight bill number.
Thank you
*************************
Estes Express Lines
Customer Answer
Date: 10/19/2022
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,
*******************************
Contract ID for ********************** Sure move was SD14873Business Response
Date: 10/20/2022
Please contact SureMove claims **** to file any claims.
If a claim has already been filed you can contact their claims **** for further assistance.
Thank you
*************************
Estes Express Lines
Customer Answer
Date: 10/22/2022
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 contacted claims department, filed a claim, and was denied.
Business Response
Date: 10/24/2022
SureMove claims has their own claim department. If you are not satisfied with the outcome you can contact the Manager for further assistance. Telephone number is *********************.
Thank you
*************************
Estes Express Lines
Customer Answer
Date: 10/24/2022
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 tried this and despite the damage being due to sure move, no further response was received from sure move over the past several months.Initial Complaint
Date:10/02/2022
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.
Purchased a vanity from ****** online. The vanity has remained undelivered in a Kent ********* in WA. The tracking has froze and no communication from Estes on what has happened to my order and why there hasn't been any movement since 9/26/22. Spoke to ******** from the critical time delivery department. ******** was extremely unpleasant to talk to and was basically rude throughout the call.Business Response
Date: 10/03/2022
We apologize for any issues with your delivery.
Please contact Lowes or a refund or replacement and in turn they will file a claim with Estes.
Thank you
*************************
Claims Dept
Estes Express Lines
Initial Complaint
Date:09/28/2022
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.
Estes Express made a delivery to the building I manage in April of 2022. During this delivery they broke the tile in the elevator. This issue was reported to them and they indicated that they would reimburse the cost of repairs. They supposedly sent the reimbursement check via ***** on 9/1/22 but I still have not received it. They have now completely stopped responding to my emails and voice messages.Business Response
Date: 09/28/2022
This complainant is handled by our safety dept.
We will advise them to reach out to the customer asap!
Thank you
*************************
Estes Express Lines
Customer Answer
Date: 09/30/2022
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 still have not been contacted by anyone.
Regards,
***********************Business Response
Date: 10/03/2022
You can reach the manager of the safety **** at *********************. Her name is ****************************
Thank you
Customer Answer
Date: 10/07/2022
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 called contact provided and no one answered or returned call. This is still being ignored by Estess-Express
Regards,
***********************Business Response
Date: 10/12/2022
We will advise the safety dept.
Thank you
*************************
Estes Express Lines
Initial Complaint
Date:09/21/2022
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 made an order for a sofa from Overstock and paid extra for the sofa to delivered to my room of choice. (white glove service). Estes is the carrier/dispatch company used to deliver my sofa. My sofa was scheduled to be delivered to my residence on 9/14. On 9/14 i received a call from the dispatcher saying he was 10 mins away and I asked him where it meet him to bring my sofa inside. He was rude and said he only had instructions to deliver the sofa at the front door and I tried to explain that it wasnt the case he was rude with me over the phone. The dispatcher took the sofa back. So I called Estes and explained to them what happened and they werent very helpful except they said there must have been some miscommunication because they didnt have instructions to deliver the sofa to my room of choice. I then called ********* and explained to the what happened. They confirmed that I indeed ordered white glove service and said they would communicate with the carrier to ensure that my sofa is delivered asap. Ive been on the phone everyday with Overstock and they havent been able to get in touch with Estes. Its been a week now and still dont have MY sofa which I paid $1400+. This is unacceptable. The Overstock rep was on hold with Estes for over 45 mins and has left a voicemail and no one answered or got back to her. Words cannot even begin to express how livid I am. I tried calling Estes myself and got zero response. They are ignoring our calls and inquiries. This 100% unprofessional. My sofa is already in the local warehouse of my area, all I need them to do it is deliver it. At this point they are intentionally withholding my property that I paid for from me. I was promised that my sofa would be delivered this week and I still dont have it. I will be out of town this weekend so it is imperative that have my sofa delivered tomorrow. Please help me resolve. I need my sofa delivered by Friday. Ref # for sofa PRO#**********.Business Response
Date: 09/22/2022
Estes is waiting for approval for inside delivery charges from the paying party. We will advise when the charges are approved.
Thank you
*************************
Estes Express Lines
Initial Complaint
Date:09/12/2022
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.
Ordered a door from Lowes and it was estimated to be delivered by 9/12 but then i receive a message from a random company called Estes that they have my door and it will be delivered immediately. It has been 10 days now and no door, everyday they move the shipping day by one day. They are not open on weekends and dont answer emails.Business Response
Date: 09/12/2022
Please advise the Estes freight bill number.
Thank you
*************************
Estes Express Lines
Customer Answer
Date: 09/14/2022
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.
1721251842 tracking number. Where the fudge is my door?
Regards,
***************************Business Response
Date: 09/15/2022
A claim will need to be filed.
Please contact Lowes for a refund or replacement and in turn they will file the claim with Estes.
We apologize for any issues with your delivery.
Thank you
*************************
Estes Express Lines
Customer Answer
Date: 09/15/2022
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 called the ********* estes office today and yesterday and the day before and it is always the same, we will deliver it the next day. I was told, today by a person named *****, if I really need the door, I should stop by and pick it up. I filed a claim with *****. I am afraid that estes has damaged the door in some way and they dont want to deal with the consequencesI really hope you guys go out of business. Whats is the point of a freight company that requires the costumer to actually do the shipping themselves?
Regards,
***************************Initial Complaint
Date:08/04/2022
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 purchased furniture from Amazon on July 21st 2022. The order was picked up by Estes Express on July 25th. I watched the tracking through amazon web page. All of a sudden on July 27th amazon web page said my shipment was delivered to me. No it wasn't! On July 27th, First I called the company that manufactured the furniture who then referred me to amazon. Amazon says they cannot do anything until Aug.3rd. So I called Estes Express on July 28th, I was told at that time that my furniture was at the estes terminal in ***************. *************** is only 40 to 45 minutes from my residence. I was told on the 28th that the shipment would be delivered when they had other deliveries in my area. I called Estes again on July 29th, at that time I was told that my shipment would be delivered on Wed Aug.3. was not delivered so I called mid day on Aug 3rd and was again gave the run around. I asked the lady on the phone if I could talk to her supervisor, I talked with him and he was very rude, so I asked to speak to his superior, I talked with a lady in ******* **. Now they are saying that they cannot deliver to me or that they are working it out. They are holding my furniture for some reason. As far as amazon knows the shipment was delivered because Estes scanned it wrong. Please help me. I am getting no where with these people other than every day another excuse. I do not want to get a refund from amazon as I need this shipment.Business Response
Date: 08/05/2022
We are sorry for any issues with your delivery. If delivery hasn't been made you will need to contact Amazon for a refund. In turn they file all claims with Estes.
Thank you
*************************
Estes Express Lines
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