Estes Express Lines

I ordered online and I guess the company had to get a 3rd party delivery service, because my items were big. Well, the freight was lost. I started to panic but was able to get a hold of the the freight company, Estes Express. It took a while, but the lady I talked with was unbelievable!! I think her name was Carolyn B[redacted] (I asked her, but I'm not sure the spelling). She is based in [redacted]. She was amazing. She personally walked and check the trailer and she got back to me quickly. She was so understanding and her demeanor kept me calm. I will be sure to use Estes again and tell everyone who needs freight delivered, because of Carolyn. She was funny and a pleasure to talk to. I knew my stuff was in good hands. She even gave me a follow up call to make sure everything was ok, when it was finally delivered. She is a great asset to the company.

I've been hearing the recording while on for this company which claims to pride itself on service. However, I can honestly say this is the worst service I've ever received. I had a furniture delivery scheduled for Saturday June 20 which was needed for a Father's day celebration that next day which never arrived. I called repeatedly to get a live person, left messages via voice mail and email and no one ever responded. By the time Monday came around no one ever call me either. I had to reach to the vendor where I placed the order so they can tell me what was happening. As it turned out the truck "broke down" and by the way they have no office hours on Saturday but when you call the message that plays leads you to believe they do. Of course management at this company is so incompetent that drivers are not trained to at least call customers in the event of any issues arise or to set up a recording alerting customers about their office hours. After many more aggravating phone calls my delivery was re-scheduled for today with window of time for this morning but once again I did not get it. Again no phone call. I had to call back to inquire about status of my delivery but by now I don't have anyone who can sign for it so tough luck for me as the customer service rep stated. What can I say. I would avoid at all costs doing business with this transportation company. They are the worst.

I am presently stuck in Concordia, MO due to a defective trailer axle assembly. A replacement was shipped via Estes Express from Utah on 2 day ground. It is now 3+ days. Just to be clear, there is the service economy and the lip-service economy. Estes Express conforms to the latter.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], 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: [redacted].
Regards,
[redacted]

This complaint is in regards to Estes claim #[redacted].
The shipment delivered clear in good order with no exception of damage.
However, we have extended a good faith compromise settlement offer to the customer directly and we are waiting for his response.
Let me know...

if you have any questions.
Thank you,
[redacted]
Claim Supervisor

[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.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], 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: [redacted]
Regards,
[redacted]
Yes they delivered it, and the guy who made the delivery([redacted]) was very apologetic, the big issue was that they schedule my delivery in and a block of time which was between the hours of 8-12 pm, and Este Express Line act like it was my fault that I couldn't wait until 2pm for a delivery, I figure if you make a schedule, keep a schedule or just let us know that we have a delivery for you today and we will call with a 30minute window when we are ready to deliver.    Thanks and for forgive me for my rant.....I believe in good customer service
[redacted]

This shipment delivered clear and in good order.  No exceptions were taken at time of delivery.  However, in an effort to conclude this claim amicably we would like to offer $306.75 to conclude this claim.  This offer represents a good faith compromise settlement.Thank...

you,[redacted]
[redacted]

Revdex.com:We have reviewed the offer made by the business in reference to complaint ID [redacted], and find that the likelihood of reaching a resolution that would fully compensate our company is unlikely. Therefore, we accept the offer for partial claim payment and we 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: [redacted]  We appreciate your assistance with this matter.
Best regards,
[redacted]

I used Estes Sure Move to move my belongings from NC to CO. I was able to pack it in the space I wanted..the rate was fantastic,almost 1/2 of other u-pack-it companies. The drivers came on time and delivered on time. I had constant phone communication during the whole process and the district office was very accommodating to my every need and question. I recommend using Estes Sure Move if you are able to pack and load your own possessions for your move.

I will need the Estes claim number or pro number to investigate this complaint.
Thank you,
[redacted]
Claim Supervisor

I ordered a package through [redacted]s on the 9 August, they shipped it to me via Estes on 10 August. I contacted Estes on the 17 August to find out where my package is as there is no information listed on the "track my package" link I was sent and based on the shipping method I selected, I should've gotten it by now. They told me "Oh, it just got to the residential dock yesterday in Denver. They will call you by the end of business today to schedule your delivery."
So on the 18th, I hadn't gotten a call, and I called again. I was told, "Oh it just got to the residential dock, they should call you by the end of business tomorrow to deliver it."
Here we are on 19 August. I JUST got my call, they are coming to deliver it tomorrow, because "It just got to the residential dock".
I'm so disappointed. I should've received my package on the 17th AT THE LATEST, and everytime I've called, I've been lied to.

We apologize for any delay in getting this shipment to you.
Thank you,
[redacted]

[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.]
Revdex.com:
In reference to complaint ID [redacted], the item was delivered on Tuesday 4/29/2014 and I consider this complaint resolved.
Regards,
[redacted]

Please advise the Estes pro number (freight bill number) so I can let our safety department know of your complaint.
Thank you,
[redacted]
Estes Express Lines

[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.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], 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: [redacted].
Regards,
[redacted]

[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.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], 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: [redacted].
Regards,
[redacted]

I ordered a tool box from [redacted] on the 10/12/2014 the toolbox was shipped from California and now being 11/19/2014 no record of items where abouts called estes and was told it will be in Chicago on the 18th well not so checked with [redacted] toaday they told me now I wont get it till the 26th of the month I'm total pissed off I expected in a couple of days I could have bought it from [redacted] and took it home the same day either they produce this item or I go to [redacted] and request my money back...

The [redacted] item (Christmas Gift) I purchased was shipped on 12/6/16. It arrived at the EFW local warehouse, and scanned in on 12/15. Deborah, from EFW left a message for me on 12/15 saying, ‘the item was received, waiting on confirmation to deliver the item to you’. No response after that. I called EFW on 12/20 and they told me to call them Tuesday after Christmas. I then called [redacted] to find out the status of my item. They contacted EFW. [redacted] said EFW was going to do a “Dock Check.” The status from EFW continued to be the same. Finally, on 12/29, [redacted] said EFW located the item but it was damaged and was being returned. The same day I received a message from Deborah (EFW) again. She said, “your item was never received by us, so you need to take it up with [redacted] and call them. Really? This company has been unreliable, unorganized, and uncooperative. If it wasn’t for the employee at [redacted] who provided a lot of help, I would still be waiting till next Christmas for my package.

I was quoted 5- business days for delivery and a cost of $632. Estes lost my shipment, no easy task, as it was 8 1/2' long and 6' wide. It was delivered 30 days after it shipped. As well it was seriously damaged, and the driver assured me that I could accept the freight, noting that it was damaged on the paperwork, and still receive compensation from Estes. My freight was rare classic car body parts, worthless in the condition they were delivered. I had pictures of the parts prior to them being shipped so I could prove what damage Estes had done. At a body shop, I was quoted for $2700 to repair that damage. Estes would not admit responsibility, nor did they attempt to make the situation right, instead fighting me and offering me incomplete excerpts from their company policy. Estes refused to even reimburse me for the shipping, offering me $50. I will never do business with Estes in the future and will advise anybody else I encounter to do the same.

Initial Business Response /* (1000, 5, 2016/05/27) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
The main issue here was poor communication from the previous management team. The facts are the two lease agreements are expired past 30+ days. When...

an account gets past due 30 + days we have no choice but to call references and work numbers provided by the customer. Her account was set up by an employee who no longer works here and was not explained to her properly. I have spoken to the customer and resolved the issue.
Initial Consumer Rebuttal /* (2000, 7, 2016/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)