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:03/21/2023
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 was paid by Quality Baths to deliver a $5000 bathtub in front of my house. Instead, they left the 300 pound item at the BOTTOM of my driveway, partially blocking it, and not EVEN ON MY PROPERTY. That's easily seen in the photo evidence, where my number plate is yards back from the tub they carelessly dumped. There was no contact before the delivery nor an attempt to place the item by the garage, like EVERY OTHER delivery and curbside shipment ever received. |It's not even that they did the bare minimum, this company demonstrated negligence and laziness on the highest order. I reached out to customer service and the dispatch, and they were an absolute disgrace. This company is a disgrace.
Business Response
Date: 03/21/2023
Please advise the Estes freight bill number so we can look into the complaint.
Thank you
*************************
Estes Express Lines
Customer Answer
Date: 03/23/2023
034 804 ****Business Response
Date: 03/23/2023
Thank you for that information.
The shipping charges are being billed to the shipper, Rohl **********.
Any request for a refund or dispute will need to be requested by the paying party to Estes.
Thank you
*************************
Estes Express Lines
Customer Answer
Date: 03/23/2023
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.
Look at the dismissal of this response. Not our problem. No effort or courtesy or work ethic here. What a poor and embarrassing way to run a company. Im in touch with the vendor, and others, who are reevaluating business with Estes. Apparently the lack of reliability, communication and service is becoming a well known fact. Glad this BBB complaint is open for the public to see as well This company and its employees are the worst ******* has to offer.
Regards,
************************************************Initial Complaint
Date:03/11/2023
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.
Had a delivery where my garage light was damaged. Estes Express was unresponsive multiple times to the business that had used their services to ship the order and later to myself in regards to discussing remedy for the damage. I have given up waiting for a response and instead is filing this complaint.*** business response to me..."Hello **** *** carrier is ESTES EXPRESS and the tracking number is **********. Please contact the carrier directly at ************************* and provide the tracking number as reference for immediate assistance.Thank you Customer Support "Business Response
Date: 03/14/2023
Please advise if this was property damage or cargo damage to the item being delivered.
Thank you
*************************
Estes Express Lines
Customer Answer
Date: 03/22/2023
Hello BBB,The transport of the large package on a hand cart appears to have hit/damaged a garage light along the location of the delivery path.Best regards,***Business Response
Date: 03/22/2023
Please contact our safety department for property damage claims.
*****************************************************************************
Thank you
*************************
Estes Express Lines
Initial Complaint
Date:03/03/2023
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 has had my shipment since 2/23 I talked to them 2/27 and gave explicit instructions to leave the pallets at the end of the driveway dont come up driveway . They agreed. 3/3 I find out that Estes came to deliver 3/2 ( no updated out of for delivery or phone call either ) and they tried to come up driveway and my dogs were out so they left . No phone call or no update I call 3/3 and they drop my call 3 times - was on hold and call dropped from 4pm to 6pm - when I did talk to 3 customer service people they couldnt confirm for me when they would redeliver - they use final mile and couldnt get a firm date We literally have contractors lined up to dig a pool and we took off from work next week to work on this Totally unacceptable Its now after 6 on a Friday - they are now closed and I have contract digging pool Monday - I need the shipment Monday - we will be home tracking number : : 038-2718295Business Response
Date: 03/06/2023
Please contact the delivering terminal to follow up with the delivery status.
The terminal number is ************.
Thank you
*************************
Estes Express Lines
Initial Complaint
Date:03/03/2023
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.
I am awaiting the delivery of a piece of furniture that I ordered the shipping progress was going great till estes received my package. They picked up my package on 2/8/23 and reported an estimated 4 day delivery the item had made it to there hub in my state by 2/10/23 and they reported it as given to final delivery agent on 2/13/23 it is now 3/3/23 and I have attempted to reach out to estes customer service several times the first time I requested information on 2/21/23 they stated they had requested information and would reach out to me by phone. I never received a call. It then reached out again two days later 2/23/23 by email again requesting an update and never received a response. On 3/1/23 I attempted to call the number listed on there site and no one answered the phone. I then sent an email again requesting an update. I received a response from customer care on the morning of 3/2/23 stating that they had forwarded my request to the hub in my state for further assistance. It is now the afternoon of 3/3/23 and I have yet to receive any update on my shipmentBusiness Response
Date: 03/06/2023
Please contact the local delivering terminal for an update.
Their number is ************.
Thank you
*************************
Estes Express Lines
Initial Complaint
Date:03/01/2023
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.
An order was placed with ****** ******************* on 2/22/23 and supposedly shipped by Estes on 2/24/23. From 2/24/23 through 2/27/23, I stayed home EVERY day waiting for the item, which was supposed to be signed for and more importantly I needed put INSIDE my garage because I cannot lift it. When the item had NOT arrived by 5:00pm yesterday I needed to go out, when I came back it had been delivered. They sent an email at 5:04pm and delivery was confirmed at 6:07pm. I need Estes to retrieve the item and take it to the ****** *********************** at ****************************************************************************** to have the $59.00 delivery fee refunded for totally unacceptable service.Business Response
Date: 03/01/2023
The customer will need to contact Lowes to make arrangements. They will handle with Estes directly.
Thank you
*************************
Estes Express Lines
Initial Complaint
Date:01/09/2023
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.
In June 2022 I had a delivery for a pallet of tile. The driver could not get to my house and said he could instead load the pallet into my truck, 2020 Ram **** Laramie, and I backed up to his truck. He told me where to stop and I got out and mentioned I could come back more if needed. He said that was fine. Then he drove his electric pallet **** onto my tailgate and crushed it. I expected him to just drop the pallet on the end of the truck and push it in but he instead drove onto my tailgate and crushed it. He then backed back up into his truck, shut his door and commenced to saying alright have a good day. To which I finally was like did you see what you did to my truck?! He then sighed and said yeah that was a lot of weight. He was not going to say a word. I asked him what he was going to do to it and he said call the company and they would take care of it. I did call the company and spoke to his boss. His boss then got me set up with the insurance company who then told me the driver told them I had my truck in neutral which is why he ruined my tailgate so it was supposedly my fault. I told them that was a straight lie and they said they can't prove it so they wouldn't pay for it. I fought them for weeks and months and they have offered as a final offer **** of the **** it cost. I'm still fighting them and they ignore me and won't even respond to me. Seriously the worst company I've ever dealt with and I will tell anyone who wants to listen how horrible they are. ********** told me they would look at dropping Estes for deliveries. I have spent an absurd amount of money at ********** and they've used estes for some of them. I told them in no uncertain terms do I want Estes delivery my items. Could easily have corrected this and just paid for the tailgate that the driver destroyed. Could've made that cost up 5 fold by now if they hadn't fought this. The Business hasn't tried to resolve the problem. PO#: ********.Business Response
Date: 01/09/2023
Property damage claims are handled by our safety dept. Please contact ********************* for their handling.
Thank you
*************************
Estes Express Lines
Customer Answer
Date: 01/09/2023
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.
This was not helpful, did not resolve anything. Told me to contact them which Ive already done dozens of times. I called again, number said they were off, called another number left another voice mail. Literally going out of their way to ensure Im not taken care of. Ive already spoken to quite a few people from estes and they are not helping me. Will continue to try but want others to know what they will be dealing with and hope to see their rating drop.
Regards,
*****************************Business Response
Date: 01/10/2023
We will advise the safety department of the complaint.
Thank you
*************************
Estes Express Lines
Initial Complaint
Date:12/08/2022
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.
The driver for the ESTES company came to make a delivery for me. He knocked the door and when I opened it I saw him just speed of in the delivery vehicle. He didnt even bother to take a second glance to ensure that the was open.Business Response
Date: 12/08/2022
Please advise the Estes freight bill number.
Thank you
*************************
Estes Express Lines
Initial Complaint
Date:12/07/2022
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.
2/6/22 Filed a claimed with Estes one February 6 of 2022, because they were contracted out by ********** to deliver, they were using a Penske rental tractor, they were making a delivery to my neighbor, when the driver thought it would be a good idea to use my ******** and front yard to turnaround in, causing Emmy ******** to crack, and destroy my front yard, i since spent $1400 getting my yard fixed and havent touched the cracked ********, reached out to the company and filed a complaint and they have not replied or tried anything to make this rightBusiness Response
Date: 12/07/2022
The safety department handles all claims for property damage. You can contact the safety **** at ********************* to follow up.
Thank you
*************************
Estes Express Lines
Customer Answer
Date: 12/13/2022
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. I reached out to by calling the phone number provided, and was told that a certain person handles the claims and will have them reach out to me this was on Wednesday 12/7/22, its is now Tuesday 12/13/22 and still crickets from the company
Regards,
***************************Business Response
Date: 12/14/2022
The customers information has been turned over to the safety **** and they will be reaching out.
Thank you
*************************
Estes Express Lines
Initial Complaint
Date:12/07/2022
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.
The Estes ***************** is completely unprofessional and refused to provide us with a fair and acceptable resolution. We filed a claim for a lost shipment (Claim #: ******************* Bill #: 297-2082995) on August 1, 2022, and we communicated back and forth with their Claims Representative, ***************************. We paid $2,100 for the lost products as stated in the invoice we submitted excluding the freight fee that we paid them directly. We also missed an enormous amount of gross sales and profit because we ran out of stock when they lost the shipment. At first, they tried to reimburse us with only $700 which is way lesser than what we paid for the products and the freight. We told them that we spent $2,375.90 in total on the lost shipment as stated in our commercial invoice and the lost products' retail value is more than $8,000, so we'd only accept a reimbursement equal to or no less than the amount stated in the invoice that we submitted plus the freight fee. We submitted all the information and documents they requested for the claim, but they still issued a check for only $700 that we never agreed to as a client. They provided us with an unfair and unacceptable resolution for our claim, and we won't accept the check that they issued. Now *************************** is telling us that if we return the check, they will charge us another 30% fee. It's very easy to communicate with them when setting up shipments because they could profit from it, but so hard to get proper assistance when it comes to resolving this simple issue. We set up shipments frequently and we would never choose to do business with Estes Express Lines again. We're completely disappointed with their service. We have attached some documents for reference.Business Response
Date: 12/07/2022
This claim has been paid to our claimant the broker for this shipment, Coyote Logistics.
Any follow up will need to be with Coyote as they are our claimant and the payee on this claim.
Thank you
*************************
Estes Express Lines
1635462
Customer Answer
Date: 12/07/2022
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.
We tried multiple times to pursue this claim with Coyote, but Estes claims department keeps invalidating facts of the issue and issued a check of only $700. We never agreed to be paid only $700 for products worth more than $2,300. ****** claims department has advised us to pursue the claim directly with Estes, but Estes claims department is completely unprofessional in responding to our emails and is unwilling to provide us with a fair and acceptable resolution. I have attached the email from Coyote regarding this claim.
Regards,
*************************Initial Complaint
Date:11/28/2022
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.
On Nov 2nd, they delivered a carport kit. Somehow, they punched a hole in the bottom box and damaged the roof panels for the carport. I know there was a $500 charge for delivery and getting damaged materials is not part of their service. I contacted Estes and the receptionist said to go back to ****** who sold me the carport for a claim. This does not have a great deal help.Business Response
Date: 11/29/2022
Any claims where Lowes is the 3rd party are filed by *************************** as they are the paying party to Estes.
The customer can contact Lowes for a replacement/refund and in turn they will file with Estes.
Thank you
*************************
Estes Express Lines
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