ComplaintsforEstes Express Lines

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  07/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello!On February 12th, I placed an order with ********** which was delivered on February 17th. During delivery, the delivery driver damaged the gutters above the garage. I worked with ********** to report the issue who then referred me to ******** (their claims management vendor). ******** then did an investigation and filed a claim on my behalf with Estes Express Lines (the business responsible for the damage). I was then referred to Estes to settle the issue on April 18th. I was provided a claim number and an email to reach out to as I was directed to provide all further communication to Estes. Estes did have an agent reach out to me via Email on April 23rd (*********************************) who asked for photos and a statement of the incident. I responded with photos and a statement later that day. Since April 23rd, I have been following up with Estes almost weekly and have not received any response. I have left 2 voicemails on Georgia's phone line (which was in her email signature from her original email chain). I have called the Estes express customer service line who were able to forward me to Georgia's manager (****************). I have left 2 voicemails on his phone line as well. I also have emailed him regarding this issue (with no response). I was even provided ******* manager (***************************) whom I have left a voicemail with.I have called repeatedly and haven't gotten an answer on both ******* and ******* phone. I was also directed to *********************** who I left a message with (June 10th). She had her employee reach out to me to let me know that ******'s team does not handle home damage issues. Her employee told me she would reach out to ***** and *******. I contacted ****** (via email) again who did copy me on her employee's original June 10th email to *****/Georgia and asked them to follow up. I still have not heard from Estes regarding this issue and I need resolution as I still have damage to my home from their delivery service. Can provide email files if needed.

  

  Business response

  07/03/2024

  From our safety department:

  Thank you!

  We are waiting to receive some information from the assigned investigating manager.
  
  I followed up with that manager and I will reach out to the customer.
  
  Thanks,
  
  *********************************
  Estes Logistics
  Safety Compliance Processor
  P: *********************
  www.estes-express.com

   

  Customer response

  07/03/2024

  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.
  
  Georgia has not reached out to me as indicated in her response to make contact. I have not heard from her since April 23rd and this claim has been opened for over 2 months without any timeline/expectation set on how long the investigation would take. I need regular, frequent communication from Estes providing status updates on my claim highlighting that the process is moving towards completion. This is what any reasonable person would expect that is going through a claims process after damage to their home/property. 
  
  Regards,
  
  ***********************************
  
  
  
  
  

  

  Business response

  07/05/2024

  She advised on 7/3/24 she was working on this matter and will follow up.  Due to the holiday, please allow time for her to reach out.

  Thank you

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

  Estes Express Lines 

• Initial Complaint

  06/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I shipped 2 ladders to ** with a value of $2,117. and I paid Estes $610.94. The ladders showed up badly damaged and Estes refuses to take responsibility claiming I did not ship them correctly. The one ladder was damaged so badly because Estes warehouse men took it off our pallet. We had it secured to the pallet so they just kept pulling until it came off and then dragged it on the floor. You can tell by the damage that was sustained. How is that a packaging issue? (I'd like this answered) The other ladder was shrink wrapped on top of that ladder, which wasn't a problem before with Estes, but for some reason now because they don't want to take responsibility it is an issue. Not only that, when it was finally delivered to the customer, the warehouse men put it on a flimsy pallet on it's side not even how we shipped it. I assume they did that to gain space in the truck. However, I paid for my spot so the product should have been shipped the way I packaged it. Not to mention YOUR driver thought it was hilarious how damaged the product was, my customer took a picture of him laughing because he was highly upset and applaud at your employee's behavior. Clearly Estes is NOT looking out for it's customers and doesn't care about getting your products to their destinations in one piece or unharmed. Every other trucking company I have dealt with that has damaged one of our products has taken responsibility and paid the claim. Estes is the only one that blames the customer. Terrible customer service and just a terrible company all around. If you want to see pictures contact your employee *************************** ************ , Claim #SHP4931060 or contact me I will be happy to provide you with all the documentation. Make sure she shows you how it left our facility and the pitiful way you delivered it to my customer. ABSOLUTELY no pride in how you handle a customers product. What a disgrace!

  

  Business response

  06/26/2024

  This complaint is in regards to Estes claim #*******.

  This claim was filed by the 3rd party, Basingen Group.

  Any future communication,disputes,or settlements will need to be through Basingen as they are the claimant.

  Thank you,

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

  Estes Express Lines 

• Initial Complaint

  06/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The shipping provider damaged my neighbor's property. I have reached out to their claims and safety departments several times over the last few weeks and they have not responded to the complaint or tried to contact me regarding this issue. I have had to pay out of pocket to have my neighbor's house fixed and I am attempting this resolution before taking them to court.

  

  Business response

  06/14/2024

  All information has been sent to our corporate safety dept.

  They will advise as soon as possible.

  Thank you,

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

  Estes Express Lines 

  Customer response

  06/14/2024

  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.
  
  This us the third time I have been told the safety department has received my complaint and they continue to fail to reach out to me. 
  
  Regards,
  
  ***********************************
  
  
  
  
  

  

  Business response

  06/14/2024

  The safety department's managers email address is ***************************************************************************** if you would like to follow up with her directly.

  Thank you! 

  Customer response

  06/15/2024

  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've done that and she has not responded.
  
  Regards,
  
  ***********************************
  
  
  
  
  

  

  Business response

  06/17/2024

  ****************** will advise as soon as possible.

  Thank you

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

   

  Customer response

  07/02/2024

  Hi,

   

  Can you reopen this complaint please?

   

  The reason I did not respond was I emailed the people provided in the business' response and I was waiting for them to reply. They have not replied. I have also filed a report with *********** who is the company that hired this shipper, and ********** also has not heard back from them. I would like to reply to the business that I am going to take them to small claims court if they don't respond. 

   

  Thanks!

  

  Business response

  07/02/2024

  I have been advised by the safety **** that the contractor has been attempting to contact the homeowners.  The complainant/consignee for this shipment is not the owner of the property.  

  The contractor will work directly with the property owners.

  Thank you

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

  Estes Express Lines 

  Customer response

  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.
  
  I have already repaired the damage to the property owners house on my own dime due to Estes lack of responses to me and I am the person who is due reimbursement for the expenses of the repair. 
  
  Regards,
  
  ***********************************
  
  
  
  
  

  

  Business response

  07/03/2024

  We will advise the safety **** of your response.

  Thank you,

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

  Estes Express Lines 

  Customer response

  07/05/2024

  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.
  
  Please have them reach out to me specifically. I have attempted to contact the business by phone 3 times and every time I was told my complaint was passed along and someone would reach out to me within 24 hours. I have additionally sent several emails to the claims department, safety department, *************************** the Sr. ******** of **************** ****************, and *********************************. ****** directed me to ***** and *******. ***** and Georgia are ignoring every email I have sent them. I have also posted on Estes ******** page, which was ignored as well. They have additionally ignored three letters from ************************* with ******************************* ********, requesting that they contact me specifically. I have threatened small claims court several times but will file by the end of next week if I am not responded to. I have provided $550 worth of repairs to my neighbor's house that Estes' driver damaged well over a month ago. It's impossible that any of these individuals are unaware that I am seeking recompense for the damages that I have covered, which I have several Ring Camera videos of. Estes is specifically ignoring me because they are in the wrong and hope I will go away. This is a very cut-and-dry situation that should have been resolved weeks ago.     
  
  Regards,
  
  ***********************************
  
  
  
  
  

  

  Business response

  07/15/2024

  All information has been sent to our safety **** for handling.  They will advise as soon as possible.

  thank you!

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

   

• Initial Complaint

  06/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We recently had a very disappointing experience with Estes Express Lines. We purchased new wheels that were shipped on two pallets to my business. On 06/04/2024, the driver arrived before business hours to deliver the pallets. When we unloaded the pallets, we noticed there were only 26 boxes instead of the expected 30. The driver handed us a ***, and we crossed out 30 and wrote 26 to indicate the shortage. We signed the *** and informed both the sender and Estes.Estes then asked me to provide the original receipt, the ***, and fill out a form. I also included a video of the pallets being unloaded and a picture showing the loose plastic on top of the pallet, indicating it was not intact. A day later, they declined the claim, saying we did not notate the shortage. This shows two things:1. They train their drivers to give bogus papers to sign upon delivery. However, my copy clearly states we received 26 boxes, not 30.2. They completely ignore videos and photos to avoid taking responsibility.Estes Express Lines is dishonest and untrustworthy. I will never ship with them again, and I strongly advise others to avoid them as well.

  

  Business response

  06/06/2024

  We have reviewed the complaint and the associated claim with pro number 045-2100385/Estes claim #*******.  Our records show Estes was tendered 2 pallets and the pallets delivered intact.

  However, in an effort to conclude this claim amicably Estes will offer $289.33.

  Let us know your agreement for payment.

  Thank you,

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

  Estes Express Lines 

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Estes delivered some construction materials to my home (purchased at **********)Delivery driver tried to drive into my backyard, after several days of rain, to drop of lumber and other supplies for the building of a deck. He got stuck and then tried to get back out. - destroyed a large portion of my lawn - dented down spouts on the side of the house - tried to get traction using wood pallets and rubber floor mats from my car As a result, I had to pay a lawn guy to come over to clean up pallets, dirt piles and repair lawn.The downspouts are still dented and the car mats were destroyed. See photos in attached emails.The company was helpful over the phone, and via emails, but NEVER followed up on anything. They even contacted me requesting an address where they could send a check - but I never received anything from them, and now they no longer respond to my emails.This delivery occurred on February 2, 2024 - it has now been FOUR MONTHS!All I ask is to repay me for the damages ($500) to cover lawn repairs and payment for ruining my car floor mats.

  

  Business response

  06/04/2024

  We have sent the information to our safety ***** who handles property damage claims.

  They will be in touch with the customer regarding this matter.

  Thank you!

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

  Estes Express Lines 

  Customer response

  06/07/2024

  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.
  

  You were successful in getting the company to reply that they are checking with their claims department - and I do appreciate that.  BUT:. 

  This is what they have been doing for four months (replying that they are working on the claim).  I will not be satisfied until they agree to reimburse for the damages they caused at my home.

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

  
  

  

  Business response

  06/10/2024

  The safety **** will advise as soon as possible.

  Thank you

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

  Estes Express Lines 

  Customer response

  06/10/2024

  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.
  
  Still waiting for something more than "we will get to it".  They have been responding that way for months.

  I would like to wait and see what they actually do.
  
  Regards,
  
  *******************
  
  
  
  

  
  

• Initial Complaint

  06/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My issue is with one of your drivers. I have a photo of his truck and him. Thursday morning, May 30 , At 6:35 AM Your driver proceeded to run the red light on Runway Dr in ****** Az turning right onto *********** we all had to slam our brakes on then as we continued up over the overpass, he then pushed his way into the left lane almost hitting the car in front of me If she not slammed her brakes, he wouldve took out the front of her car , which almost caused a chain reaction with the rest of us behind her. She was clearly upset, which I Totally understand as she had three young children in her vehicle. Please talk to this driver before he hurts someone. Thank you for your time

  

  Business response

  06/03/2024

  Please email your complaint to our safety manager for her handling.  Her email address is *****************************************************************************

  Thank you,

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

  Estes Express Lines 

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/23/24 Our organization had a guarantee of delivery. Right up through 7pm, after the delivery was 4 hours late, promises of delivery. ***, after lie, recorded call after recorded call, the lazy driver never showed up. A look to the history of this rogue organization shows that they have continuously defrauded shippers and consumers. Complaints range from damages, to theft to non-delivery. In our case, we have a non-delivery. This caused us to cancel the entire order, which was time sensitive. We paid 6hrs of overtime awaiting the shipment. We intend to recover ****** in overtime pay, directly from Estes. The no-show was intentional.

  

  Business response

  05/23/2024

  If this was a guaranteed/time critical shipment, please file a claim with time critical for your expenses.

  Thank you,

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

  Estes Express Lines 

• Initial Complaint

  05/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered a tub from ********** on 5/6/2024. The tub was shipped via ESTES. PO # ********. When the item was delivered it arrived in a damaged box that had several puncture marks and looked like it had been dropped. The driver was rather rude and INSISTED that we could NOT inspect the box prior to signing. This is all caught on camera via our home security system. The driver threatened to leave with the box even though it says on the box do not accept prior to inspection. Well after we signed since the driver was going to leave we opened the box and found multiple blemishes, scratches and a hose missing. The item is not in new condition but rather a damaged condition. I am asking Estes be held responsible for the damage of my product and also they educate their employees on what the proper protocol is for delivery of a product to a customer.

  

  Business response

  05/21/2024

  This complaint is in regards to Estes freight bill number 165-2558119.

  We have made notes in our system that damage was reported.  Please contact ********** for a refund or replacement and in turn they will file with Estes.

  Thank you,

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

  Estes Express Lines 

  Customer response

  05/21/2024

  Better Business Bureau:
  
  I have reviewed the response and ********** offered me 10% back. This is unacceptable.  The hose is completely missing and multiple areas of the tub are damaged.  Estes driver acted inappropriately requesting us to sign prior to inspection. 10% refund does not cover the cost of delivery, the cost of the hose, or any where near the cost of my time. I am requesting Estes reimburse me for my purchase as their driver never should have forced us ON CAMERA to sign or attempt to haul the tub away. 
  
  Regards,
  
  ****+6 ********
  
  
  
  
  

• Initial Complaint

  05/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a 7 piece dining set (and a corner shelf) from La Fuente Imports online in April 2024. To fulfill shipping, La Fuente used Estes Express. Upon receiving the boxed shipment on 29 April near 4 pm, I asked their driver to stay for the full unpacking to which he responded to write subject to full inspection on the receipt shipping bill of laden. This can be seen in the attached document. Upon full inspection the next morning, the broken chair was discovered. I immediately called Estes. They have denied my claim as of 8 May as can be seen in attached documents. Email sent to Estes express after they denied my claim for $247 for a chair they damaged during shipment:I am a bit confused by this outcome. I am 100% positive from very carefully unpacking this shipment that the damage caused to the chair was not made by me. Did you receive the pictures of damage?There seems to be 3 explanations: 1) Estes is claiming that La Fuente Imports packaged up a damaged chair and sold it to me without my knowledge obviously, or 2) Estes damaged the chair during shipment, or 3) I unpacked and damaged the chair and have falsely made a claim. ********* has already told me they did not sell me a broken chair. It would be a wild accusation by Estes to infer that I am falsifying a claim (with pictures) for a broken chair.I feel compelled to begin a Better Business Bureau complaint, since I cant imagine what other pictures or information Estes requires. This will seem like a wild waste of my time for $246, but I feel compelled to do so if Estes is in the practice of breaking their customers items during shipment and denying claims which seems to be the case.Please advise how Estes proper would like to proceed or if there is some reasoning I am not aware of. Please give me a call if this is best discussed over the phone, as Im just simply confused by Estes lack of action is what is clearly faulty shipping caused by your company.Thank you,*****************

  

  Business response

  05/09/2024

  This complainant is in regards to Estes claim #*******.  We have reviewed the file and the delivery receipt is signed for in good order at time of delivery.  

  In an effort to conclude the claim amicably we can offer 1/3 of the claimed amount, which is the industry standard for concealed damage claims.   Our offer is $82.00.

  Thank you,

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

  Estes Express Lines 

  Customer response

  05/09/2024

  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 appear below.
  
  It is simply not true that I accepted the shipment in good order. The forms clearly show this was subject to a full inspection. It took me an hour the next morning to unpack all the wrapped items and unstuck heavy furniture which required assistance. I clearly wrote, per your drivers instructions, that the items were subject to a full inspection. Your training of your drivers should be amended if they are not allowed to tell customers that. Otherwise, I would have kept him there the full hour to meticulously inspect after unwrapping. If I had not written subject to full inspection, then I would conclude you were correct in saying that I accepted the order in good condition. What you are claiming is untrue. I respectfully request you to remedy this in full now.
  
  Regards,
  
  ***********************
  
  
  
  
  

  

  Business response

  05/09/2024

  There aren't exceptions on the delivery receipt.

  Without damage/shortage exceptions, carrier liability cannot be established.  

  Subject to inspection isn't a valid notation.

  We have made a good faith offer, which isn't an admission of liability.   That offer will be in place for the next 15 days.  After that time frame our decision will revert back to the original declination of declined in full.

  Thank you

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

  Estes Express Lines 

  Customer response

  05/09/2024

  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 appear below.
  
  An official representative of your business told me subject to full inspection was a valid way to annotate damage. Even if your official policy is otherwise, you should not train your official representatives to lie to customers. This would hold up in a court of law. In good faith, I signed what your official representative told me to which saved his day probably an hour of sitting there watching me unpack. I am very displeased with this offer and would rather keep this as an open complaint against your company than ****** a measly $80.
  
  Regards,
  
  ***********************
  
  
  
  
  

  

  Business response

  05/09/2024

  Our position remains the same.

  Thank you

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

   

  Customer response

  05/09/2024

  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 appear below.
  
  Thank you for your final resolution action. I do not find it satisfactory and want this claim to remain open to contribute to a detrimental BBB rating for your company. While I understand as an Air Force ******** ******** Airlines pilot and a personal business owner the importance of customer service, I also know that my small complaint will not impact your company much at all. However, if even one additional customer reads this review and can benefit, it is well worth the $84 settlement you attempted to provide me. Furthermore, your official employee acted in bad faith by telling me that subject to further inspection would suffice to annotate damage upon unpacking. In good faith, I allowed the employee to leave trying to do a kindness. In the end, I find myself on the losing end of a bad faith engagement by your employee. If BBB can further step in to escalate this matter, I would appreciate it.
  
  Regards,
  
  ***********************
  
  
  
  
  

*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. ↩