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
- 107 total complaints in the last 3 years.
- 38 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: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
Initial Complaint
Date:12/10/2024
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.
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
Date: 12/10/2024
Please advise the Estes freight bill number so we can investigate this complaint.
Thank you
******* *****
Estes Express Lines
Initial Complaint
Date:11/12/2024
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.
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
Date: 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
Date:11/07/2024
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.
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
Date: 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 Answer
Date: 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
Date:10/20/2024
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.
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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date: 11/04/2024
Our position remains the same based on our clear delivery receipt.
Thank you
******* *****
Estes Express Lines
Customer Answer
Date: 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,
******* ******Initial Complaint
Date:10/18/2024
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.
I placed an order with Lowes. They gave Estes the shipment to deliver. 30 Days later on 10.18.24 Estes Trucking called and asked that someone would be home for the delivery. I said yes, I would take the day off. They never showed or called. I called the Estes Terminal 3 times and was put on hold and hung up on three times. The fourth time I was told too bad, were not delivering we will just write it off. This is the absolute worst experience I have ever had with any company.Business Response
Date: 10/28/2024
Please advise the Estes freight bill number so we can investigate the complaint.
Thank you
******* *****
Estes Express Lines
Initial Complaint
Date:10/18/2024
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.
So I reserved a trailer to move my stuff with this company August 21. I would never recommend this company again. So theyre trying to say this my stuff dont qualify for any compensation because they dont pack the stuff. But my stuff wasnt broken before they took charge of my stuff. I spent lot of money on the stuff that came broken or gouged up. What also upsets me is they keep your stuff for a week. How the heck do I know how that driver drives and or why it takes them a week to drop off your stuff. Also they were not on time and they wouldnt also give me any money back for the person being late over an hour It was not worth $750.00 Loaded the trailer 9/13 and didnt get my stuff until 9/19. So what did they do the rest of the days. If they cant work something out with me. I will be also leaving a bad review. I will never use or recommend this company again. They also was unorganized when we showed upBusiness Response
Date: 10/28/2024
This complaint is in regards to a SureMove shipment. Please contact our corporate SureMove claims **** to dispute. The number is *********************.
Thank you!
******* *****
Estes Express Lines
Customer Answer
Date: 10/30/2024
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,
******** ********they want me to call sure move. They already denied all my claims that I sent them about my stuff. So I want this resolved by then paying me for my damaged items. I am trying to find the letter I got in the mail saying they denied my claim when I had insurance on my stuff
Business Response
Date: 11/01/2024
All SureMove claims are worked by their dept.
Any disputes will need to be handled by the correct dept.
Thank you
******* *****
Estes Express Lines
Customer Answer
Date: 11/06/2024
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,******** ********than forward it to the company because theyre not helping
Customer Answer
Date: 03/10/2025
I sent many emails to solve this issues and calls nobody wants to resolute this. They broke my stuff. Had my stuff for a week. I had to get rid of my stuff because it wasnt like when we loaded it. I paid 750 to use this companyBusiness Response
Date: 03/10/2025
This complaint is in regards to a SureMove shipment.
Please contact that department for resolution. *********************
Thank you,
******* *****
Estes Express Lines
Initial Complaint
Date:10/15/2024
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.
Company did not give me advance notice of the delivery. They sent me a text message on my phone on October 15 that it would be delivered that day. No one knocked or let me know it was delivered. They left it outside in the weather. The item weighs 410 lbs and it was not on the pallet very good. Also the cardboard box is damaged and they didnt even check to see if the product was damaged. I have contacted Lowes to pick the item up because I dont know the shape it is in and Im not unpacking it. I have pictures of the damaged package.Business Response
Date: 10/16/2024
Please advise the Estes freight bill number so we can investigate this complaint.
Thank you,
******* *****
Estes Express Lines
Initial Complaint
Date:10/07/2024
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.
There has been absolutely no movement on my Delivery in over ********************************************************************************************************* ***************[and that the company does]not have any control over the rail shipments. This item was supposed to have arrived by October 4th. Meanwhile the company is not showing any accountability. This is a disgraceful level of service and this company needs to be fined and reprimanded as all they do is lie about shipping times and freeze shipments in transit.Business Response
Date: 11/21/2024
This complaint is in regards to Estes pro number 295-8611321, Our records indicate this shipment delivered on 10/09/24.
Thank you
******* *****
Estes Express Lines
Initial Complaint
Date:09/30/2024
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 contracted with Estes to carry an irreplaceable natural fossil specimen to our customer. We packaged it according to our internal guidelines, which have been successful many times in the past. The specimen arrived broken, not as it was packaged, and having been removed from the pallet to which it was secured when it left our facility. We provided for Estes the **** (freight class) of 76020-01, which is fossils, before they accepted the load; they're now telling us that not only are they not responsible for the damage, but that fossils are on their internal "do not haul" list. We've used Estes many times in the past for moving fossils and can provide documentation to prove such. I am happy to provide copies of the email exchange I have had with their claims department.Customer Answer
Date: 10/24/2024
The company paid us $500 of the $6500+ that they owe us to shut up and go away. They termed it a "one-time courtesy" to give us a check. Needless to say, we won't be using them again, and we'll recommend that others in our industry leave them alone as well.Business Response
Date: 10/28/2024
This complaint is in regards to Estes claim #*******.
Our records show this claim was settled with payment.
Thank you
******* *****
Estes Express Lines
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.