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.
- 33 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:04/17/2024
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 made a lumber purchased in February and Estes delivered it. I asked if I needed to be home and they sure me couple of times that I didn't have to be home. when I got home we found out that they went through our yard and delivered the lumber to my neighbor's yard and they did major damage to their yard and ours. we are in April and the amount of emails and phone calls we have made are to many to count! we have been giving the round around for way too long. because of this we had to paid for out neighbor's yard repairs and for someone to move the lumber back to our yard and replaced the lumber that also got damage in the process. when the delivery was done they ran over my septic line damaging them in the process. We are in the process of getting quotes ourselves as we are almost 3 months in with no resolution. We have gone through every channel but have been ignore. We have emailed photos to everyone with no response. We have not been reimburse for any out of packet expenses as of not and nothing has been done to repair the septic line.Customer Answer
Date: 04/17/2024
I am not sure I understand the request, but hope this is what you need.
Estes Express Lines
***************
******************
**************
if you need anything else, please let me know.
thank you,
*****************************
Customer Answer
Date: 04/17/2024
attache you will find the packing slip we were giving the day of the delivery.
Business Response
Date: 04/18/2024
The safety department handles all property damage claims.
Please contact *************************** at *************************** for direction. She will advise the next steps.
Thank you
*************************
Estes Express Lines
Customer Answer
Date: 04/23/2024
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.
this is just another re-routing! what did I get when I called? another voicemail. we can not continue to leave messages and waist days upon days waiting for an answer. We need response, action, resolutions! we have chaise after too many people with emails, phone calls, voice mails with no avail. we have provided everything Estes has requested and then some. We now need action from their side. It is April 23, and my septic system and yard still have not been fixed.
Regards,
*****************************Business Response
Date: 04/23/2024
Please email the pictures to ***************************************************************************** for review. She will advise.
Thank you
*************************
Estes Express Lines
Customer Answer
Date: 06/27/2024
Hello,
I opened a complaint in April this year against Estes Express Lines.
The initial date of the incident is February 14, 2024. We have emailed multiple people regarding this incident to no avail. We have email pictures, videos, receipts, estimates, and anything else they have asked for. We have been told they will pay for the damage then that they wont, transferred us to different reps/Insurance ******** we have complied with everything they have required including phone interviews. Our septic tank have not been repair, our expenses repairing the neighbors yard, our yard and the cost of the damaged wood have not been reimburse.
The only answer we get is we are still investigating and the last email we sent have not been answered as of yet.
The driver himself admitted to me, to his dispatcher and /or ********** that he/they did the damage. Its been over 4 and a half months and with all the material/evidences we have submitted (numerous times) I am not sure what else needs to be investigated.
If we can get your assistance we will greatly appreciated.
Thank you and we look forward to your response,
Business Response
Date: 06/28/2024
Please contact ********************************* in regards to this matter. She handles property damage claims.
Her email address is ****************************************************************************
Thank you
*************************
Estes Express Lines
Customer Answer
Date: 06/28/2024
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.
We have sent multiple emails to ********************************* February 29th, March 4th, March 12th, March 19th, and March 26 2024. No response from her on any emails. We also left multiple emails and spoke with **************** and that got us nowhere as well. ************** has copies of all those emails and we also have emails sent to him in addition to phone call conversations.The last person we talked was ********************* an Adjuster for ********* Insurance and the last time she contacted us was March 31st. We emailed her for status on June 11th but we have not received a response as of yet.
Regards,
*****************************Business Response
Date: 07/02/2024
This matter has been turned over to ********* Insurance for handling.
Any follow *** will need to be to that company.
Thank you
*************************
Estes Express Lines
Customer Answer
Date: 07/02/2024
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.
We have already email, talked and interview with ********************* and we still have not hear from her. I did however sent another email to her today in hopes that she will respond. NO ONE is returning calls or emails. this has gone on for way too far. We may have to look for legal representation if no answers are given soon.
Regards,
*****************************Business Response
Date: 07/16/2024
All information has been handed over to the safety department for handling.
Thank you
*************************
Customer Answer
Date: 07/16/2024
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.
We believe that the response does not offer any solutions. If seams like it's the same "let me transfer you" answer we have been getting all along.
Regards,
*****************************Initial Complaint
Date:04/12/2024
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.
January 2024 Estes trucking/logistics delivered a ********** order to my home and damaged my property. I opened claim #*********** with ********** who said I must deal directly with Estes. After several attempts to blow me off and deny responsibility they finally connected me with ********************************* who again did everything possible to blow me off and not respond to my calls or emails. Georgia finally requested a repair quote which I sent along with pictures of the damage to her twice, but have never heard back from her again. She has stopped answering my calls and emails.Business Response
Date: 04/15/2024
All property damage claims are handled by our safety dept.
You can contact the manager, *************************** at ***************************************************************************** for an update. She will respond as soon as possible.
Thank you
*************************
Estes Express Lines
Initial Complaint
Date:03/27/2024
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 purchased a generator from Amazon (through reseller GenMart) on March 19, 2024. The order indicated that the shipment would be (a) residential, (b) done by appointment and I selected a day, but with a specific time to be determined by jointly between shipper and recipient, (c) require me to ****** the shipper into the neighborhood because it is gated and an airpark where roads are co-used by vehicles and airplanes, (d) would be dropped off right inside a door or garage, and (e) would require signature on delivery.On March 26, 2024, I noticed that the shipment (Tracking number **********) was located at the end of my driveway, outside of my property, on the private street during a rainstorm.There are multiple problems with this:1. The *** will issue a fine for blocking the taxiway (the shipment was tall enough to impede access to planes).2. The shipment was damaged (drenched in water).3. The driver never made an appointment, tailgated into the neighborhood (beyond the gate), without authorization.4. The shipment wasn't delivered right inside a threshold (door/garage).5. I never signed for the delivery.As far as I'm concerned, it was not delivered. I never signed for the delivery and the shipment never reached my property. It also arrived damaged.I contacted Amazon, GenMart, and Estes.Amazon: the dispute is between the recipient and the re-marketer (GenMart) and shipper (Estes).GenMart: Estes incorrectly coded the shipment and they will call to correct the issue.Estes:a. On the day of the issue (March 26), I contacted customer support and the dispatcher, I was told that the driver was out of the area and they are unwilling to fix the issue.b. The following day (March 27), I was called in response to *******'s inquiry and the individual again indicated they believe the package is delivered, took no responsibility for failing to delivery inside a threshold or make an appointment or for the damage. The individual refused hung up on me.Business Response
Date: 03/28/2024
The shipper used a 3rd party broker, Unishippers for this shipment.
They will file a claim with Estes.
Please contact your vendor for a replacement or refund and in turn Unishippers will file a claim with Estes.
Thank you,
*************************
Estes Express Lines
Initial Complaint
Date:03/19/2024
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.
12/28/23. Estes Delivery picked up a return Tiller I purchased from *********************** via ******** They told me the shipping fee would be about $100 and their form shows $125. I bought the Tiller with a credit card and they deducted their fee from the credit card return. Their deducted fee was $706 ! I have contacted them as well as *********************** and ******** They have refused to answer my contacts and refused to send me the rest of my money which should be about $581. I would like a resolution by them sending me the proper refund. Sales order # ***************. Pick up # ********Business Response
Date: 03/19/2024
Please advise the Estes freight bill number so we can investigate this complaint.
Thank you
*************************
Initial Complaint
Date:02/23/2024
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 the absolute worst experience with Estes. I had to take off work and hire help for three separate days because they kept getting the scheduling mixed up!Nov 10 - 1st Scheduled Delivery Date: 8-10AM delivery window. I called at 10:30 and was informed that Estes subcontracted ANOTHER delivery service that is NOT CAPABLE OF DELIVERING OVERSIZE ITEMS. The company had to then send the hot tub back. We waited around for hours for a hot tub and did NOT EVEN RECEIVE A PHONECALL . I then rescheduled the delivery for Tuesday the 14th 8-10AM.Nov 13: Phone call saying the hot tub is out for delivery. WRONG DAY! No one was around! The driver then told me he has never delivered a hot tub before and that he could not do it. I made a point to get his name so I could make sure that the delivery would come with a different driver.Nov 14 - 2nd Scheduled Delivery Date: I waited 8-10:30AM before calling to find out what was up. They told me the hot tub was not loaded that on any truck. I had taken off work again, and hired two people to help. The resolution was reschedule next day 8-10AM. The lady said she would make sure it got in a truck the next morning Nov 15 - 3rd Scheduled Delivery Date: I call 7:30 to make sure spa would be loaded up and delivered at the scheduled time. She said she she will make sure, and she made a note to not send it with the driver who was afraid to deliver hot tubs. I WAITED UNTIL 10:30AM AND NO ONE SHOWS UP. I call, she checks on the shipment for me. She sighs, "You'll never believe this. They assigned your delivery to the guy afraid to deliver hot tubs. And he doesn't start until 11AM."Long story short, I told him to come anyway and we indeed figured it out and received the delivery, but we had to wait until after 12PM!I had significant personal cost. Estes totally failed to communicate AND deliver on their promises. My total cost of lost time and paying the guys was $1,750. I would hope to recover that amount for the wasted time.Business Response
Date: 02/26/2024
We apologize for any issues with your delivery.
The charges requested for delay/lost time/labor are not recoverable in the claims process.
Thank you,
*************************
Estes Express Lines
Customer Answer
Date: 02/26/2024
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.
Estes failed to meet the basic requirements of honoring their word, and their staff made promises that they never kept. Because of their disregard for the promises they made, this caused financial damages on the separate occasions that I've already outlined. They were paid for a level of service that they utterly failed to deliver on.
Regards,
***************************Business Response
Date: 03/01/2024
The customer can fill out a claim form for review.
The form can be found on our website under forms library.
Thank you
*************************
Estes Express Lines
Customer Answer
Date: 03/08/2024
[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 PROVIDED that it resulted in an approval of my claim. 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:02/17/2024
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.
The delivery driver for this business damaged our property in the delivery. Drove his truck where he clearly shouldnt have, drove onto our patio and broke a stone. Then into our yard from trying to maneuver back down our driveway. We clearly have other areas he could have parked/ delivered and he chose to drive a massive truck up a very short residential private circular driveway in a 35 ft truck.Business Response
Date: 02/19/2024
Please contact our safety dept. They handle property damage claims.
***************************.
Thank you
*************************
Estes Express Lines
Initial Complaint
Date:01/24/2024
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.
Liftgate charge refund was approved by the business because liftgate service was not provided at delivery. Driver arrived without a liftgate and a refund of $200. Estes Express emailed on 3/20/23 to say the charge for liftgate was removed. I emailed and called for months to get the refund processed and have numerous emails stating it was approved but no payment was sent. Since then I have been sending emails requesting a refund to different departments. Company continues to acknowledge that a refund is due but provide no reply when I ask how it can be processed.Business Response
Date: 01/25/2024
Please advise the Estes freight bill number so we can investigate this complaint.
Thank you
*************************
Estes Express Lines
Customer Answer
Date: 01/25/2024
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 because the business didnt provide a resolution.Attached is the screenshot with account number and inquiry ID that was previously provided by the business stating a refund was due.
Its been close to a year, fair outcome is refund with interest and explanation why numerous employees failed to reply.
Regards,
*********************************Business Response
Date: 01/26/2024
This was an EFW shipment.
*************************** is working on this complaint. Please email her at the email address below for resolution. She is currently working on the issue.
Her info is:
*************************** | Director, Accounting**************************************
Thank you!
*************************
Estes Express Lines
Customer Answer
Date: 01/26/2024
After a *year* of regular emails to various employees, as well as phone calls, trying to understand who I should be emailing, following more emails, I dont have faith the company will do the right thing unless another party (such as BBB) is involved. I have waisted too much time on this company.
I previously notified Estes that I will be contacting BBB, but again, zero reply, until I actually did so. I would like to proceed with the complaint instead of trying again what hasnt worked for a year.
Regards,
*********************************Business Response
Date: 01/26/2024
In order to resolve the issue you will need to reach out to *****************
Thank you
*************************
Estes Express Lines
Customer Answer
Date: 01/26/2024
Business still has not reached out to me, to provide a resolution.
Business Response
Date: 01/26/2024
EFW is a separate entity of Estes Express Lines.
We have given the contact information for **************** to resolve the complaint.
She is working on the matter. The customer can email **************** for resolution.
Customer Answer
Date: 02/05/2024
Hello.
It looks like my complaint (21192894) was closed. That was not my intention. I followed the instructions provided by the company and emailed the contact provided on 1/29/24. I then followed up with them on 2/1/24. No resolution was provided to me.
Kindly reopen the complaint.
Attached are screenshot for proof.
Business Response
Date: 02/05/2024
From EFW:
We did not do any business with EIG Living.
Our customer is ************** *** under shipment#***-7628880/017-7759438.
This did deliver to EIG Living, but we did not invoice them.Since EFW didn't invoice EIG, they wouldn't have a valid dispute with EFW. The dispute would need to be taken up with the paying party to EFW, Eichholtz.
Thank you,*************************** | Director, Accounting
Estes Forwarding Worldwide (EFW) | D: *********************Customer Answer
Date: 02/06/2024
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.
The companies trying every tactic to not honor the refund they approved in writing to me. I have clear communication from them that a refund was coming now they are saying I was not a customer.Eichholtz was the company I ordered from. The shipping and liftgate was charged separately and paid my me. When the driver arrived without a liftgate I had to scramble and get employee to unload the shipment, essentially paying twice.
After almost a year of having me contact numerous departments and forms where they clearly say a refund will be issued now they are trying **********.
Regards,
*********************************Business Response
Date: 02/06/2024
The issue will be handled with the paying party to Estes.
They can contact EFW for any questions.
Thank you
*************************
Customer Answer
Date: 02/06/2024
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.
Since we have all communication promising a refund from directly from Estes that is addressed to my email, I will be pursuing payment from them. If Estes wishes to loop in Eichholtz into the communication they are welcome to do so.Regards,
*********************************Business Response
Date: 02/07/2024
We don't refund the non paying party to Estes for any overcharge or disputes.
Initial Complaint
Date:01/13/2024
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 Booked a shipment with estes cargo. And have used them alot before. Upon shipping 2 semi truck engines. We put engines on a pallet and secure them. Ive ahipped over 8 engines just in **** and not one has had a problem with shipping. Upon shipping we took picture of the engine before loading into the truck. Then we took pictires again when truck was delivering the engines. And the one engines pallet was broken but engine was completly fine. The other engine lookes like it was flopping around in the trailer for a few days. Upon inspection the pallet used to ship wasnt anylonger with the engine. And straps were gone. And heavy damage to the engine. Upon inspection of the damage it is shown that the engine was damaged by a forklift on the oilpan which tells me the operator at estes had stuck forks though the pallet and hit the engine possibly causing the pallet to break and damaging the engine and causing it to fall. Over 40 engines sold and shipped since june of 2023 and this is first engine destroyed. I filed a claim with estes on 1/8/****. And by 1/12/**** i already had a notice stating they would not pay the claim and it was our fault due to pallet. But the other engine that was on the truck was same pallet and forks broke the pallet and clear as day they can be seem forks through side.and was actually strapped inside the trailer the other engine was not. So based of the quickness of the investigation and the proof i had/pictures of engines damages, engine inside the trailer of estes. And picture befors it left shipping post. I dont think estes wants to lay the claim so they put it on the customer. I spent ******** dollars on an engine for a truck just to have completly destoryed in shipping. And they do not want to take accountability. I would just like them to pay me what i spent on the engine or. Pay for the parts to fix the engine back to where it was when i shipped it back to my home garage.Business Response
Date: 01/15/2024
Please advise the Estes claim number so we can investigate this complaint.
Thank you
*************************
Estes Express Lines
Initial Complaint
Date:12/31/2023
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 ordered an item off of Walmart.com and Estes is the one assigned to deliver it I ordered it on the 20th December and it had an estimated delivery date of 26 December. I have checked it every day and the deliver date continues to change it is now stating 1-5 January. The tracking number is **********. To continue to change the delivery date on an item that there website states has shipped is highly unprofessional. I would like to know where my item is and when I should receive it. I paid close to ***** dollars for this item and I demand answers.Business Response
Date: 01/02/2024
We apologize for any issues with the delivery.
We will contact the destination terminal for an update and ask they reach out to you regarding delivery.
Thank you
*************************
Estes Express Lines
031-2731814
Customer Answer
Date: 01/02/2024
[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:12/16/2023
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 was contracted to transport 10 pallets of fabric and they only delivered 8 of the pallets. When we contacted, them the representative said that they would find the 2 additional pallets and deliver them to our customer.When the were unable to find the pallets they claimed that they actually restacked the pallets and combined the 10 pallets into 8 pallets. This is not true and rather than find the missing pallets they are making up a story since these pallets were not stackable, In fact, it was clearly written TEN TIMES on the instructions provided to Estes Express that the pallets were not stackable. It also states in Special Instructions DO NOT STACK!! FABRICS ARE VERY SENSITIVE AND EASY TO DAMAGE!!!!We would like them either to deliver the 2 missing pallets to our customer or compensate us for the lost fabric, the amount to be determined. The money I paid was for the freight service and does not reflect the cost of the missing merchandiseBusiness Response
Date: 12/18/2023
We apologize for any issues with delivery. If a claim needs to be filed, the claim form can be found on our website under Forms Library.
Thank you
*************************
Estes Express Lines
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