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:10/15/2024
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.
Company did not give me advance notice of the delivery. They sent me a text message on my phone on October 15 that it would be delivered that day. No one knocked or let me know it was delivered. They left it outside in the weather. The item weighs 410 lbs and it was not on the pallet very good. Also the cardboard box is damaged and they didnt even check to see if the product was damaged. I have contacted Lowes to pick the item up because I dont know the shape it is in and Im not unpacking it. I have pictures of the damaged package.
Business Response
Date: 10/16/2024
Please advise the Estes freight bill number so we can investigate this complaint.
Thank you,
******* *****
Estes Express Lines
Initial Complaint
Date:10/07/2024
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.
There has been absolutely no movement on my Delivery in over ********************************************************************************************************* ***************[and that the company does]not have any control over the rail shipments. This item was supposed to have arrived by October 4th. Meanwhile the company is not showing any accountability. This is a disgraceful level of service and this company needs to be fined and reprimanded as all they do is lie about shipping times and freeze shipments in transit.Business Response
Date: 11/21/2024
This complaint is in regards to Estes pro number 295-8611321, Our records indicate this shipment delivered on 10/09/24.
Thank you
******* *****
Estes Express Lines
Initial Complaint
Date:09/30/2024
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.
We contracted with Estes to carry an irreplaceable natural fossil specimen to our customer. We packaged it according to our internal guidelines, which have been successful many times in the past. The specimen arrived broken, not as it was packaged, and having been removed from the pallet to which it was secured when it left our facility. We provided for Estes the **** (freight class) of 76020-01, which is fossils, before they accepted the load; they're now telling us that not only are they not responsible for the damage, but that fossils are on their internal "do not haul" list. We've used Estes many times in the past for moving fossils and can provide documentation to prove such. I am happy to provide copies of the email exchange I have had with their claims department.Customer Answer
Date: 10/24/2024
The company paid us $500 of the $6500+ that they owe us to shut up and go away. They termed it a "one-time courtesy" to give us a check. Needless to say, we won't be using them again, and we'll recommend that others in our industry leave them alone as well.Business Response
Date: 10/28/2024
This complaint is in regards to Estes claim #*******.
Our records show this claim was settled with payment.
Thank you
******* *****
Estes Express Lines
Initial Complaint
Date:09/10/2024
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.
The driver for the company was horrible. He had my pallet of tiles thrown all over his truck. My friend ***************************** who drove my trailer to go meet the driver to pick up my tiles was the witness to what happened. My friend **** saw all my tiles all over his truck he was helping him put them back on the pallet, the driver was mad and dropping the boxes of tiles. My friend said their were broken tiles in his truck. After they were on the pallet again, the driver was using the pallet driving thing to put them on my trailer and he was going too fast and hit the tailgait and the tiles went all over my trailer, as you can see in the picture. Unfortunately the driver wouldn't let my friend take pictures of the tiles left behind in his truck. When **** returned, 5 of the 29 boxes of tiles were not there and 5 more boxes were broken. I called ********** and they said they will look into it but I had to purchase more tiles until or if all this gets straightened out. ********** is the company who I ordered from. The order # is WM79606218 Mazzari tiles 29 boxes. I paid $257.73 yesterday for 5 more boxes which I need 5 more on top of that to finish my job. I don't have the money to keep buying more tiles. Now the tile contractor is coming Monday and he won't be able to finish the job.Thank you for your helpCustomer Answer
Date: 09/13/2024
My complaint has been resolved by estes and *********** Thank you
Initial Complaint
Date:09/06/2024
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 still have not recieved my purchase as promised. Estes your delivery service can guarantee a date It is a different excuse each day. Keeping say they have the product but don't have any updated information. I was due to receive my purchase by 9/3. It is 9/6 and I have contractors waiting and they still don't have a date for delivery.Business Response
Date: 09/25/2024
Please advise the Estes freight bill number so we can investigate this complaint.
Thank you,
******* *****
Estes Express Lines
Initial Complaint
Date:08/26/2024
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 shipment arrive on July 8, 2024. I have photos of the package before delivery (from the shipper) and when it was dropped off. In the photos of the delivery you can see some damage to the packaging. I have been working with the shipper to file a claim for damage during shipment but it has been denied due to non-refusal of the shipment. I did not sign for the package and the delivery man did not provide any paperwork. I didn't realize how bad the damage was until I opened the package later that day. I immediately contacted the shipper letting them know of the damage. I'd like Estes to take responsibility for the damage that occurred during shipping.Business Response
Date: 09/25/2024
Please advise the Estes freight bill number so we can investigate this complaint.
Thank you,
******* *****
Estes Express Lines
Customer Answer
Date: 09/26/2024
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 am including some identifiers as requested by Estes. Some of which should have appeared in my original attachments.PRO#: 044-8193586
Master BOL: 3598
Quote#: LGHLF2F
Regards,
***** ***Business Response
Date: 10/11/2024
This complaint below is for Estes freight bill number 044-8193586. We dont have a claim on this pro and all claims are to be filed by the shipper, Unico, with Estes.
Customer Answer
Date: 10/18/2024
[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 ********. Using Este's reply, I was able to continue conversations with the shipper and have concluded the shipper did not properly process my claim and falsely communicated Estes had denied the claim. The shipper has escalated the claim internally and may be reaching out to Estes. Thank you for the confirmation.
Regards,
***** ***Initial Complaint
Date:08/19/2024
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.
Estes express had a delivery driver damage my driveway to the tune of $8000. A **************** has deemed it unable to be repaired and a safety hazard. Estes THD Claims and Dyson White have dodged my calls for a month now. No emails or phone calls are answered, no voicemails are returned, their customer service line is even disconnected when you press it as an option. The claim continues to remain unhandled, without any sort of communication at all.Business Response
Date: 10/28/2024
Hey ****,
Will you send me the link again to make a response?
We resolved this claim back in September, See copy of payment to customer attached.
Thank you
Dyson White
Estes Logistics
Senior Safety Manager
*********************
************************************************************************************************************************************************
Customer Answer
Date: 10/29/2024
[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:08/11/2024
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.
Delivery issues:I ordered an electric fireplace from ********** and they shipped it using Estes Express shipping. The shipping was delayed and i sold my home and requested over a period of 10 days to make sure either they deliver it on time or reschedule to new address. ********** also reached out to them and requested change of address. On Friday i receive a message that the package is getting delivered to the old address where i dont live anymore. I reached out to the company again to change it but now they have assigned a window of delivery again to the old address. i am not able to change or cancel and nor will anyone confirm anything for me. Please help me correct the shipping address or cancel the order and ger refund.Business Response
Date: 08/12/2024
Please advise the Estes freight bill number so we can investigate the complaint.
Thank you
*************************
Estes Express Lines
Customer Answer
Date: 08/12/2024
Better Business Bureau:
Hello,i was able to cancel the order and dont want to go ahead with this. They still didnt deliver or update it to correct shipping address but i was able to cancel the order. thank you for taking the time to look at this.
I would like to cancel this complain
Regards,
*************************Initial Complaint
Date:07/12/2024
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.
Ordered items from **********. The delivery driver hit and knocked down part of my fence/gate in front of my house. This is all on video. Have followed the process to make a claim for the money from *********** This has lead me through many different companies and people to the last, Estes Logistics, Dyson White. At first I was given the incorrect phone number to contact this person. I had to get an e-mail and talk about lawyers before this person would call/e-mail me back. After that all seemed to be good. He sent the checks for the quote of the fence repair company that was going to fix my fence and one to me to replace my mail box (this was a simple one that hangs on the wall). Though ***** lost/destroyed the checks, I have informed ***** White of this with a screen shot of the message from ***** and he can check for himself from the tracking number. He did respond to my first e-mail when I informed him the first time I noticed the checks were not getting to me. He just replied to keep him informed of what I wanted to do. He has not contacted me back since. I have noticed with this company that NO ONE answers the phone at all, no matter what time of day and won't call back even after leaving voice mails. The only time I have talked this person is after the first e-mail as I talked about contacting a lawyer since I was provided with an incorrect phone number.Now I have already had the fence fixed and forced to pay out of my own pocket. I would like to be repaid. Please help me get my money from this company. Cost of repairs to the gate and mail box totaled $911.13.Business Response
Date: 07/15/2024
A representative from our safety department will be in touch as soon as possible. We have relayed all the information to them.
Thank you!
*************************
Estes Express Lines
Customer Answer
Date: 07/15/2024
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 am already past that initial safety department and talking to a Senior Safety Manager who is not communicating in a fast timely manner. This is holding up the process of returning compensation for the indecent that occurred.
Regards,
*****************************Business Response
Date: 07/23/2024
To Whom It May ****************** team has been in communication with ********************** over the past few days. We have a plan in place.
There was some intial confusion with her not being able to receive the settlement check that we sent to her via ****** This was not her fault, ***** lost the package.
A new check has been requested and we hope to send to her by the end of the week.
Customer Answer
Date: 07/23/2024
[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:07/05/2024
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 5/13/24 Estes delivered a lawnmower purchased from *********** The driver turned around in my grass causing large ruts to include my ***** bed field. I have video and pictures of the damage. I was contacted by **************** from Estes but his communication has ceased and I have not received any relief for the damages.Business Response
Date: 07/15/2024
The information has been sent to our safety department.
Someone will be in touch as soon as possible.
Thank you!
*************************
Estes Express Lines
Customer Answer
Date: 07/15/2024
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.]
My complaint has not been resolved from this response.
Regards,
*********************Customer Answer
Date: 08/09/2024
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.The business has not reached out to me, and my damage has not been repaired.
Regards,
*********************Business Response
Date: 08/14/2024
******,
I'm sorry it has taken us so long to respond to this matter. I've sent this to the department that can handle this issue for you. *********************** has been assigned to your claim, and she will be reaching out to you for photos of the
damage. From there, she will submit the claim to our delivery agent. This process has a 10-day turnaround time. Thank you for your patience. If you don't hear from ***** in the coming days, you can reach out to her at *************************************************************************.Customer Answer
Date: 08/14/2024
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 have received an email and responded with pictures. I prefer to keep this complaint open until the damage is fixed.
Regards,
*********************
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