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
- 108 total complaints in the last 3 years.
- 39 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:03/29/2025
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.
Package located at facility in ***. Can NOT get a delivery appointment. There just holding our package and anticipating weeks before delivery. They threaten to charge service fees if I cancel the order how can the charge a service fee for NO service provided. Just want my expensive TV I ordered weeks ago.
Business Response
Date: 03/31/2025
Please advise the Estes freight bill number so we can investigate this complaint.
Thank you
******* *****
Estes Express Lines
Initial Complaint
Date:02/19/2025
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 had received a call from the carrier to set up a date where I would be home to receive an oversized package. 2/7/2025 was confirmed for delivery via tracking # ***-8709024. The shipment did not arrive without communication from the carrier. I reached out and the CA distribution center confirmed it was moved on their end and copied the GA distribution center. Upon following up, they stated that the shipment was still being located. I followed up two more times and the ** location has been unresponsive. The phone number is going right to voicemail. Email exchanges attached.Business Response
Date: 02/20/2025
We apologize for any delays with the delivery.
Please contact ********** for a refund or replacement and in turn they will file a claim for non delivery with Estes.
Thank you
******* *****
Estes Express Lines
Initial Complaint
Date:02/13/2025
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 ordered an vanity from Lowes on 1/30/2025 or 1-31-2025. I was told this would be delivered the first week in February. Today is 2/13/2025 and I have yet to receive my vanity. Each time I have called the delivery has been pushed back. I was told that the item was shipped and received by this company on 2/6/2025 which means, according to your policy, I should have had it on 2/8/2025. Please provide answersBusiness Response
Date: 02/14/2025
Please advise the Estes freight bill number so we can investigate the complaint.
Thank you
******* *****
Estes Express Lines
Customer Answer
Date: 02/17/2025
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,
********* *****Initial Complaint
Date:02/06/2025
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.
Reached out the Estes Suremove, a division of Estes. Cancelled a previous move, months ago due to Davon, a customer service **** unprofessionalism and overall nastiness. After receiving a quote for another move with a different *** and calling to start the process, ***** the same CSR I had an issue with cancelled my new move with no explanation. After speaking with ***** the *** who provided me a quote, I was told to call back and speak with their manager because of previous comments on my other quote. I have no idea what that means. The manager refused my call and wanted to email me after they claimed my email was not valid. I was never told why I as a veteran was discriminated against and my business was refused. I am requesting the BBBs assistance in finding out what their rationale was for discriminating against me and refusing to service me.Business Response
Date: 02/07/2025
Please contact SureMove at *************************** for further explanation.
Thank you
******* *****
Estes Express Lines
Customer Answer
Date: 02/07/2025
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,
???******* ****** ?? ?I have tried calling multiple times to no avail. This number also has no voicemail.
Business Response
Date: 02/07/2025
I apologize.
The correct number is ***************************.
Also, please note that SureMove is a separate entity of Estes Express Lines.
We have no additional information as to the complaint.
Thank you,
******* *****
Estes Express Lines
Initial Complaint
Date:01/25/2025
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 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
Date: 01/27/2025
Please advise the Estes freight bill number so we can investigate the complaint.
Thank you
******* *****
Estes Express Lines
Initial Complaint
Date:01/15/2025
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 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
Date: 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
Date:01/15/2025
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 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
Date: 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
Date:01/14/2025
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 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
Date: 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
Date:12/21/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
They dropped a 250 lb box in our driveway blocking it.Business Response
Date: 12/23/2024
Please advise the Estes freight bill number so we can investigate this complaint.
Thank you
******* *****
Customer Answer
Date: 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
Date: 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
Date:12/17/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
************************************We 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
Date: 12/18/2024
Please contact the collections department for assistance.
Thank you,
******* *****
Estes Express Lines
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