Complaints

This profile includes complaints for Estes Express Lines's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Estes Express Lines

  3901 W Broad St Richmond, VA 23230-3962

  
• 

  Estes Express

  1025 26th St Bakersfield, CA 93301-2450

• 

  Estes Express Lines

  14727 Alondra Blvd La Mirada, CA 90638-5617

• 

  Estes Express Lines

  PO Box 26862 Charlotte, NC 28221-6862

• 

  Estes Express Lines

  Route 15-501 South Aberdeen, NC 28315

The 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:12/05/2023

  Type:Delivery Issues
  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 had a delivery done by this business and the driver would not bring the item inside the building because he said that there was an incline to the sidewalk, and then we brought a large cart for the items to at least be placed on so that we could bring the items inside. He then refused to place the items on the cart and told the maintenance staff "to get a real job". This started before he even arrived at the building when he called to verify where to drive into the lot. I told him he could just pull in front (he argued about that not even knowing the location) I asked about dropping the stuff in the building, he said if there was room to fit the cart with the pallet that he could (there is plenty of room and even though he doesn't know the location he argued). All in all, the driver was super unprofessional and rude and if I were the owner of the company really consider whether or not I wanted him being the face of the business when delivering items off trucks with their name on them.

  

  Business Response

  Date: 12/06/2023

  Please advise the Estes freight bill number.

  Thank you!

  *************************

  Estes Express Lines 

  Customer Answer

  Date: 12/06/2023

  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.
  
  Please see attached!
  
  Regards,
  
  *****************************
  
  
  
  
  

  

  Business Response

  Date: 12/06/2023

  This complaint is in regards to Estes freight bill number 080-0881297.  We apologize for any issues with the delivery.

  We will contact the local terminal manager so he/she can counsel the driver.

  Thank you! 

  *************************

  Estes Express Lines 

• Initial Complaint

  Date:11/30/2023

  Type:Delivery Issues
  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 was supposed to get a delivery on Monday11/27. Waited all day and no one arrived. The delivery address is over an hour from my home address. Got a text late Monday night that delivery was schedules for next morning . I called right away since I had an important doctor ************ I was later told that I 'refused delivery" What the hell????? I called over 20 times to Humble trucking and Estes trucking. Humble trucking does not answer the phone only voicemail. eStes picks up, puts you on hold for an eternity and then goes to voicemail. I got a call Wednesday to expect a two hour window texted me for Thursday deliver. Supposed to be 7:15 to 9:15 Thursday morning. It is now 2 oclock. I have made MANY MANY calls and MANY MANY voicemails. Absolutely worst customer service ever. I cannot have my husband drive over an hour each way and wait around all day for no one to show up. These are paver tiles, and need to inspect so that any breakage is noted.

  

  Business Response

  Date: 12/04/2023

  Please advise the Estes freight bill number so we can investigate the complaint.

  Thank you!

  *************************

   

  Customer Answer

  Date: 12/04/2023

  Hello,  After much frustration and many missed appointments by Estes, I finally received my shipment today and am resolving the complaint.  Thank you
  
  

• Initial Complaint

  Date:11/20/2023

  Type:Delivery Issues
  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 purchased 28 cases of flooring from *********** On October 14, 2023 Estes Express made a delivery to our home. We were not home at the time. When we arrived home later that day we noticed that a gazebo was delivered, not flooring. We made several phone calls to Estes and sent several emails with no response. Finally, we received a call back that the gazebo would be picked up. Apparently our flooring was delivered to the customer who was supposed to receive the gazebo. Estes picked up the gazebo from our house and delivered it to the correct person but failed to pick up our flooring from this person and deliver it to us. We have been going back and forth with emails and phone calls with Estes Express and are not getting any resolution. I have called ********** and they said because the order shows as "Delivered" there is nothing they can do. I have filed a dispute with my ********** Credit Card and have had zero response from them. We charged $2200 on our ********** credit card for the flooring. Our tracking number with Estes is 2181904867.The two contacts at Estes Express that we have been dealing with are:*******************************, Terminal Manager ************** ********************************************************************************************** *************************, Operations Manager ************** ***************************************************************************

  

  Business Response

  Date: 11/21/2023

  Please advise the Estes freight bill number so we can investigate this complaint.

  Thank you

  *************************

  Estes Express Lines 

  Customer Answer

  Date: 11/21/2023

  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: 11/21/2023

  This complaint is in regards to pro 218-1904867.

  We apologize for any issues with this delivery.  ********** is the paying party to Estes and they will file a claim with Estes for the merchandise.  Please use this response as Estes' authorization for ********** to proceed with their claim filing.  In turn they will give the customer credit/replacement.

  Thank you

  *************************

  Estes Express Lines 

  Customer Answer

  Date: 11/21/2023

  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,
  
  *****************
  
  
  
  
  

  Customer Answer

  Date: 11/30/2023

  ESTES EXPRESS TRACKING NUMBER ********** On 10/6/2023 we made an online purchase with ********** for 28 cases of ****** Oak flooring. On October 14, 2023 Estes Express delivered boxes to our driveway. We were out of town at the time and when we returned that night we noticed the boxes were marked "GAZEBO". We immediately contacted Estes Express and could not get any response for several days. Finally we were contacted by Estes and told "yes we delivered your flooring to the person who should have received the gazebo. We will pick up the gazebo and bring you your flooring." The next day the gazebo was picked up and our flooring WAS NOT delivered. After weeks and weeks of phone calls and emails with Estes assuring us that they would be delivering our flooring, we were told that the person who it was delivered to claims they no longer have it and there is nothing that Estes can do at this point. I contacted ********** customer service and was told to file a dispute with the ********** Credit Card, which I did. Last week I filed a complaint with the BBB over this same issue and received a response that I was to let ********** know they were authorized to pursue a refund with Estes. I forwarded that information to **********. Today I received a letter from ********** that states my dispute is denied and that I am responsible for the amount of $2,023.62 because it shows the product was delivered. YES IT WAS DELIVERED BUT IT WAS DELIVERED TO THE WRONG PERSON AND ESTES EXPRESS IS WELL AWARE OF THIS. The 2 people I have been dealing with at Estes are ************************* and *******************************. The Estes tracking number is **********. Here is the information for the Estes representatives we have been in contact with: ******************************* Terminal Manager ************** ********************************************************************************************** ************************* Operations Manager ************** *************************************************************************** Neither have been helpful in getting this issue resolved. BECAUSE THE DELIVERY CONTRACT IS BETWEEN ESTES AND ********** THERE IS NOTHING THAT I CAN DO.

  

  Business Response

  Date: 11/30/2023

  There isn't a delivery receipt for this shipment,  ********** is the paying party to Estes and therefore must file a claim on this shipment with Estes.

  Please contact them and their corporate office will file with Estes.

  Thank you!

  *************************

  Estes Express Lines 

  Customer Answer

  Date: 11/30/2023

  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.

   

  There is no delivery receipt because the flooring HAS NOT EVER BEEN DELIVERED TO OUR HOME. It was delivered to the wrong address, Estes is aware that it was delivered to the wrong address and refuses to make this right.   They know exactly who and where it was incorrectly delivered to and refuse to pick the flooring up and deliver it our address (the correct address).   I have been in contact with ********** and because the delivery status shows "DELIVERED" they are saying there is nothing that they can do and I am responsible for the charge on my credit card for the flooring.  Yes the flooring was delivered  - BUT IT WAS DELIVERED TO THE WRONG PERSON AT THE WRONG ADDRESS!!!!!!!

  
  
  Regards,
  
  *****************

  **************
  
  
  
  
  

  

  Business Response

  Date: 11/30/2023

  Home Depot will need to file the claim with Estes.

  Thank you

  *************************

  Estes Express Lines 

  Customer Answer

  Date: 11/30/2023

  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 tried getting ********** to file a claim and THEY WILL NOT.  Because the Estes delivery status shows "DELIVERED" they are refusing to do anything about it.  It was in fact delivered BUT TO THE WRONG PERSON AT THE WRONG ADDRESS.  This was Estes mistake, not **********.  I am getting nowhere with Estes and nowhere with **********. 

  I have attached the Estes delivery receipt showing a delivery date of October 14, 2023 by *************  We were out of town on October 14, 2023 and my husbands name is ****************  He did not sign this receipt "Rom M."  

  Also, the delivery information ********** has is showing a delivery date of October 23, 2023.  I have attached a copy of that delivery information that ********** sent to me when they declined my dispute.  

  ******************************* and ************************* of Estes know exactly where this flooring was incorrectly delivered to and are doing nothing to correct the situation.  They have since changed the delivery status to "Delivery Attempted."  
  
  Regards,
  
  *****************
  
  
  
  
  

• Initial Complaint

  Date:11/16/2023

  Type:Delivery Issues
  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 placed an order back in October for custom countertops. Well, my initial expected delivery date was 11/02. I received a text with estes tracking number that showed my items were delivered to the distribution center on 11/04. No biggie I can wait. Well, I received partial order only 2/4 of my countertops were delivered on 11/10. I called and was told by a supervisor they had just received my other two countertops that morning of 11/10. 11/15 still no update or delivery I call back and now am being told they lost my 2 countertops and have no expected delivery time or resolution. I have my contractors that have been working in my home if not received no later than this Saturday 11/18 they are moving on to a different project and I will have to get another quote for countertop installation afer December 11. I will now have an unfinished kitchen right before hosting Thanksgiving dinner at my home. Estes really dropped the ball and by the looks of it it's a frequent occurrence with this company. My tracking number 010-852-0326 says my order has been completed and delivered and that is not true I am still missing two items from my order.

  

  Business Response

  Date: 11/16/2023

  We apologize for any issues with the delivery.

  Any claim for this shipment will be filed by Lowes.  Please contact them for replacement/refund and in turn they will file any claim with the carrier.

  Thank you,

  *************************

  Estes Express Lines 

• Initial Complaint

  Date:11/07/2023

  Type:Service or Repair Issues
  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 a patio sectional couch from ****** on August 6 2023 and Estes was supposed to deliver it. I still do not have my couch. I have called more and emailed more times than I can count and either get the run around, transferred to people who don't answer, or can't get through at all. I email and I don't get responses. I heard back one time that they would deliver it on Oct 2, but it did not get delivered.

  

  Business Response

  Date: 11/08/2023

  This complaint is in regards to Estes freight bill number 184-8299234.

  We apologize for the delay in delivery.  We show this shipment delivered to the customer on 10/20/23.

  Thank you

  *************************

  Estes Express Lines 

  Customer Answer

  Date: 11/08/2023

  [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:11/01/2023

  Type:Product Issues
  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.

  Was supposed to receive a total of 5 pallets I received 3. The company is unable to help me locate the other 2 pallets. They give me the run around about how lazy their employees are. I hope they find them the value is $2800 for one and $1000 for the other pallet. I personally would not use this company ever in my life again and I will always encourage everyone else to do the same!

  

  Business Response

  Date: 11/02/2023

  Please advise the Estes freight bill number so we can investigate this complaint.

  Thank you

  *************************

  Estes Express Lines 

  Customer Answer

  Date: 11/02/2023

  BOL 0878227766
  *******************
  
  
  
  

  Customer Answer

  Date: 11/02/2023

  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,
  
  *******************
  
  
  
  BOL 0878227766
  *******************
  

  

  Business Response

  Date: 11/03/2023

  This complaint is regarding pro number 0872456421.

  We apologize for the shortage on this delivery.

  Please contact your vendor for a replacement/refund.

  The vendor used a 3rd party broker that will file the claim directly with Estes.

  Thank you,

  *************************

   

• Initial Complaint

  Date:10/19/2023

  Type:Service or Repair Issues
  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 started calling Estes Express Monday, 10/16/2023 to request to pay for service delivery into the school. They don't take payments from other companies. Estes reps could not narrow down window for delivery, only 9am-12pm and they want us to have an employee sit there waiting with a pallet ***** This is a school and was a grant ***** for a book vending machine for elementary students. Estes said they have another department that does white glove and to call them, they cannot transfer to one of their own departments? White glove does do any extra services, but call back the morning of the shipment to get a shorter time window. Called this morning 10/19 and the rep said we don't do it and wouldn't give her name, I asked for a supervisor and another lady came on. I asked if she was a supervisor and she said no, she would not give her name. I asked for a manager and the lady was rude and condescending. I was placed on hold for over ************************************************** She made statements like I'll show her and make her wait and other derogatory comments. I finally got ********************* who stated she was a manager, she said the delivery window is **** now. I asked a smaller delivery window and she would have to check with an OPS manager which gave a window of 11am-12pm finally.

  

  Business Response

  Date: 10/27/2023

  We apologize for the issues with delivery.

  Thank you,

  *************************

  Estes Express Lines 

  Customer Answer

  Date: 10/27/2023

  [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:10/11/2023

  Type:Service or Repair Issues
  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 called to schedule a delivery on Monday 10/09 for today 10/11 . I took off of work, had somebody set up to move and hook up the spa, and waited all day. When the window was closing for them to arrive, I called I spoke to a representative who told me not only was my spa not coming, I could not speak to anyone else, refused a new delivery date, and laughed at me. If anyone would like to review the call, the number I dialed was ************. The time of the call was 1:19 pm MST. He found it appropriate to belittle me and enrage me purposefully playing telephone tough guy in the worst Customer experience ever. I called back and asked to speak with a supervisor and found out that my spa had arrived and then had been shipped out again in error because the tracking systems werent working. First, I was told that the phone systems werent working on Monday and there is no way I couldve received a call . Eventually, I confirmed that they did in fact schedule an appointment for the wrong day, and that they did not reach out to me to let me know that they werent coming. I was also told that they had no idea who answered the phone so they couldnt follow up with the way that I was treated. I am told that it must have rolled over to the corporate office, and that no men are employed in tge ******* office. I am promised that the spa will be retrieved and sent to my house on Saturday, once again, with a call a half an hour before . However, as I was hanging up that call, I received another call from Estes saying that they had the spa and that they didnt deliver on weekends. I am out a days worth of work, I have to reschedule the electrician, I have to reschedule for someone to move the spa from the curb to the backyard, and Im still not certain where my spa even is.

  

  Business Response

  Date: 11/01/2023

  We apologize for any issues with delivery.

  Please advise the Estes freight bill number so we can investigate this complaint.

  Thank you,

  *************************

  Estes Express Lines 

• Initial Complaint

  Date:10/03/2023

  Type:Delivery Issues
  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.

  Order for tiles was placed through *********** they use this company for shipping, company canceled the order delivery multiple times, we were unable to reach the carrier. That order was canceled, this was September 10 ************** recommendations due to them being unable to reach the carrier. A week later, after speaking with ********** staff order was resubmitted. On September 20 that second order was placed. Attempted to contact shipping company, no response, Emailed with no response. On September 30 All of the lines and website became not functional for the Estes shipping company. ********** has no ability to control this, unable to reach any staff at shipping company. No information has been provided to customers. Inappropriate business practice. I am unable to cancel. Nor locate the order and the items.

  

  Business Response

  Date: 10/25/2023

  We apologize for any issues with delivery.  ********** will issue a refund/replacement for any missing product and in turn will file a claim with Estes.

  Thank you

  *************************

   

• Initial Complaint

  Date:09/30/2023

  Type:Delivery Issues
  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.

  My order was delivered to the wrong address. *********** I tried to call them for hours with no response. They told me it was properly delivered, yet it was delivered to another home.

  

  Business Response

  Date: 10/24/2023

  We show the 3rd party for this shipment is Build.com.  They file all claims for their customers.  Please contact them for a replacement/refund and in turn they will file with Estes.

  We apologize for any issues with delivery.

  Thank you

  *************************

   

  Customer Answer

  Date: 10/24/2023

  [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,
  
  ****** .*****