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Complaint Details
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Initial Complaint
01/25/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am having issues with our local Estes company in *********, **. I have asked them numerous times to notify me when they receive a shipment of ours and to schedule a delivery appointment, so we can make sure someone is available to unload the truck. On 1/23, we received a call from a delivery driver saying they will be at our location to deliver our product that day. I told the driver that no one at Estes has contacted us to set up a delivery appointment and that we are closed on that day, so there is no one there to unload it. I told the driver that no one reached out to us to schedule a delivery to confirm if that day was good for us. So, it is causing us a delay in getting our product. Also, we were told we would be charged fees, since the couldn't deliver it to use. We are being told that our local Estes does not make appointments with customers, they will just deliver the item whenever they want. This is the only company I have ever worked with that does not schedule a delivery appointment. I'm not sure what to do about this and how a delivery company does not schedule appointments with customers. This location in *********, ** is causing us serious problems with the way they do business. I'm not sure what to do in this situation and how to get them to schedule an appointment with me. Our company has been dealing with issues with this location for over a year now. I've reached out to them multiple times to fix this and to let us know when they receive a shipment of ours. Could someone please reach out to me and let me know how we can fix this issue, so that this does not keep happening. Since this location will not schedule a delivery appointment with us, it is causing us delay in shipments and the company is going to charge us fees, since our last shipment couldn't be delivered.Business response
01/27/2025
Please advise the Estes freight bill number so we can investigate the complaint.
Thank you
******* *****
Estes Express Lines
Initial Complaint
01/15/2025
- Complaint Type:
- Delivery Issues
- Status:
- Answered
The full complaint is attached. I live in a townhome community with individually owned units. Recently, our HOA allocated funds for capital improvements. This morning, a Ryder truck carrying building supplies parked directly behind my car in our limited carport space. Already parked close to the pole after a tiring workday, I couldnt confidently back out due to the trucks position. My recent LASIK surgery, with my depth perception still recovering, made it worse. When I politely asked the driver to move, explaining my difficulty and lateness for work, he insisted there was enough room. Despite my explanation, he became hostile, accused me of having a fcking attitude, and refused to move. The driver, wearing a ********** shirt with an "e" logo, claimed to own the truck and dismissed my intent to report him, declaring ********** wouldnt do sht. When I photographed the license plate, he mocked me, making rude comments about an acne patch on my face. I contacted the ********************** and learned deliveries are managed by Estes, a third-party contractor. I reached out to ********** corporate, who directed me to Estes, but my call to the ********************* went unanswered after ringing 30 times without voicemail. I am appalled that Estes allows contractors to act so unprofessionally while representing its company. Given our $5,000 HOA fees likely funded these supplies, encountering such unprofessionalism is unacceptable. I was late to work, missing an important meeting. *** informed my companys procurement teamwho use Estes servicesabout this incident, recommending they consider providers with higher standards. I trust this complaint will be addressed. Attached are photos for review.Business response
01/16/2025
I believe this is a duplicate complaint.
The terminal manager is aware and we will be handling internally.
Thank you
******* *****
Estes Express Lines
Initial Complaint
01/15/2025
- Complaint Type:
- Delivery Issues
- Status:
- Answered
The warehouse was supposed to contact me about delivering my shipment, which has been at their warehouse for several days. When I contacted them to schedule a delivery, they told me they couldn't locate my product because the only tracking info I have is with **********, and they aren't affiliated with **********. They are holding the product that I purchased hostage and should be able to locate it and deliver it in a timely fashion. This has actually happened to me before with this company, where they held an order I placed for weeks because they claimed that they didn't have my contact information. This is robbery.Business response
01/15/2025
We will need the Estes freight bill number (which is the Estes tracking number) to check the status of the shipment.
Thank you
******* *****
Estes Express Lines
Initial Complaint
01/14/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The full complaint is attached.I live in a townhome community with individually owned units. Recently, our HOA allocated funds for capital improvements. This morning, a Ryder truck carrying building supplies parked directly behind my car in our limited carport space. Already parked close to the pole after a tiring workday, I couldnt confidently back out due to the trucks position. My recent LASIK surgery, with my depth perception still recovering, made it worse. When I politely asked the driver to move, explaining my difficulty and lateness for work, he insisted there was enough room. Despite my explanation, he became hostile, accused me of having a fcking attitude, and refused to move. The driver, wearing a ********** shirt with an "e" logo, claimed to own the truck and dismissed my intent to report him, declaring ********** wouldnt do sht. When I photographed the license plate, he mocked me, making rude comments about an acne patch on my face. I contacted the ********************** and learned deliveries are managed by Estes, a third-party contractor. I reached out to ********** corporate, who directed me to Estes, but my call to the ********************* went unanswered after ringing 30 times without voicemail. I am appalled that Estes allows contractors to act so unprofessionally while representing its company. Given our $5,000 HOA fees likely funded these supplies, encountering such unprofessionalism is unacceptable. I was late to work, missing an important meeting. *** informed my companys procurement teamwho use Estes servicesabout this incident, recommending they consider providers with higher standards. I trust this complaint will be addressed. Attached are photos for review.Business response
01/15/2025
Thank you for advising Estes of this issue.
We will send the complaint to the ******* terminal manager for handling.
******* *****
Estes Express Lines
Initial Complaint
12/21/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
They dropped a 250 lb box in our driveway blocking it.Business response
12/23/2024
Please advise the Estes freight bill number so we can investigate this complaint.
Thank you
******* *****
Customer response
12/23/2024
[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: *********************************************************************************.This is the information the company wanted.
Shipper# IF1017268
Regards,
******* ******Business response
12/26/2024
This is not our freight bill number.
Our freight bill number is a 10 digit number found on the bill of lading or delivery receipt.
Thank you
******* *****
Initial Complaint
12/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
************************************We manufacture ***** approved N95 respirators. Estes Express Lines is a former carrier we used in the course of business. There have been ongoing issues and pending disputes. We have an outstanding balance of $29,463.15 which we have been making scheduled payments towards even though we have these disputes.Estes sent the attached notice that they will be sending us to collections and charging us $297,017.92 if our outstanding balance of $29,463.15 is not paid in 30 days. They are referencing a tariff EXLA 105 series, items 720 and ****** as their authority to charge the additional $267,554.77.Researching this "Tariff" I only find reference to Estes own policy.There must be laws to protect businesses from other companies charging excessive penalties. Excess of 10 times the amount owed.Business response
12/18/2024
Please contact the collections department for assistance.
Thank you,
******* *****
Estes Express Lines
Initial Complaint
12/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been waiting to receive a shipment from this company since Nov 22. The first delivey attempt was on Nov 26. with no communication that the shipment was out for delivery. I called Estes 30 mins after to see about getting this redlivered. They attempted to reschedule the delivery for Dec 3 which i informed them was not possible as I was traveling for a business trip and would not be available until Dec 6. On dec 2nd a delivery was attempted and again on the 3rd.Business response
12/10/2024
Please advise the Estes freight bill number so we can investigate this complaint.
Thank you
******* *****
Estes Express Lines
Initial Complaint
11/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered 33 cases of vinyl flooring from ******. Estes was used for shipping of my flooring. When being unloaded at my home the flooring all fell off the truck from the very top. It did not fall off as a big unit but more individually and very quickly and every single box has damages. The driver wrote on the delivery bill what had happened and a photo was taken for record of the boxes untouched as they lay. Estes denied the claim and now wants to me find out a different amount for the claim to be fixed. I find it very unprofessional for the company with compelling evidence that this was their drivers fault to deny a claim and try to make the customer figure out how much is good and bad. I want them to replace it all and they can figure the rest out. I paid for undamaged flooring. I did not pay to have to figure out what I can and cannot use for my home.Business response
11/13/2024
This complaint is in regards to Estes claim #*******.
The claim was declined as the shipment was signed for in good order at the time of delivery.
Thank you,
******* *****
Estes Express Lines
Initial Complaint
11/07/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered some equipment from ********,who chose ESTES for transporting;however,i have not receive my equipment and when I go into the ESTES website,It advises that the equipment is on it way to my city ***** and again it states that the equipment is in *********I ordered the equipment back in the early part or late part of September and when I call requesting confirmation, i get contradicting information as well as, it is lost and looking for the equipment. I even got a text that it was delivered and when I called I asked where did they drop off the equipment, I was told it was an error and now I am still waiting and when I called troybilt, the support person hung up on me. ******** further reported me to the credit bureau for the price owed and I disputed it,due to my equipment is out there somewhere no one are calling me to inform me on the *********:**********,case ********,troybilt case SG: ******Business response
11/07/2024
This complaint is in regards to Estes freight bill number 117-1027143.
This product was lost in transit and we apologize for the error.
The shipper (your vendor) will file a claim with Estes for this product.
Please use this email as verification of the lost product so they can reverse any action on their part.
Thank you
******* *****
Estes Express Lines
Customer response
11/07/2024
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
****** L ******* JrInitial Complaint
10/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I shipped a fire table back to the manufacturer, **********, to exchange for a smaller fire pit. Estes Shipping agreed to transport for $500.40. I securely packaged the table prior to pickup. The driver approved the packaging and assured me it was covered for any damage that might occur during transport. Amish Yard called the day following the package's arrival and informed me of major damage. I received pictures of the package with the wrapping torn. The cost of replacing the damaged table top was $627. I called to obtain a claims form, completed the form as quickly as possible, but was denied. ******* at Estes Shipping stated that my claim form arrived outside of the 5 day time frame required to report hidden damage. Nothing on the claim form states the 5-day time limit; in fact, it states a 90-day time frame. Furthermore, the damage was not hidden. The only response I was given was the slip completed by the driver stating the delivery went well. He had no pictures to confirm that statement.Business response
10/28/2024
This complaint is in regards to Estes claim #*******.
After review our position remains the same on this claim. This shipment was delivered in good order and was a return with prior transportation & unknown condition.
Thank you,
******* *****
Estes Express Lines
Customer response
10/31/2024
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 Shipping has no visible (image) proof that the package arrived at ********** undamaged. However, Amish Yard provided images of the fire table with the packaging torn and the damage visible and congruent with a fork lift missing the pallet when picking up the package. The torn wrapping shows that it was wrapped, and the driver approved the wrapping prior to loading it.I would settle for $400 reimbursement. Estes Shipping has no proof while I have provided images that reflect poor handling of my package. Had I known the shipping company was shifty, I would have taken more pictures prior to shipping.
The entire procedure was unprofessional and shady. I was not even provided a bill of lading. I had to quickly take a picture of the label attached to the package right before the driver loaded it onto his truck so I would have a reference number.
I believe the evidence of damage during shipping is obvious. Amish Yard concurs and stated that the table was improperly handled during shipping.
Regards,
******* ******Business response
11/01/2024
Even if the delivery receipt had been noted (which it was not), Amish Yard is in possession of the product and any claim with Estes would need to be filed by the correct party.
Our position remains the same on this claim as filed.
Thank you
******* *****
Estes Express Lines
Customer response
11/01/2024
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 paid for the shipping, therefore I am the correct party to file the claim. You are creating this lame loophole late in the game.
Regards,
******* ******Business response
11/04/2024
Our position remains the same based on our clear delivery receipt.
Thank you
******* *****
Estes Express Lines
Customer response
11/04/2024
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 a scam. If you cared about your reputation, you would have a process in place to legitimately defend your stance. You have my money and have chosen to keep it knowing there was an issue with this delivery. Shameful.
Regards,
******* ******
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Contact Information
3901 W Broad St
Richmond, VA 23230-3962
Business hours
Today,8:00 AM - 5:00 PM
MMonday | 8:00 AM - 5:00 PM |
---|---|
TTuesday | 8:00 AM - 5:00 PM |
WWednesday | 8:00 AM - 5:00 PM |
ThThursday | 8:00 AM - 5:00 PM |
FFriday | 8:00 AM - 5:00 PM |
SaSaturday | Closed |
SuSunday | Closed |
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Get a QuoteCustomer Complaints Summary
113 total complaints in the last 3 years.
39 complaints closed in the last 12 months.
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