Estes Express Lines

Review: ON or about 2/13/2014 we received a saw that we had ordered, upon unloading of the saw from the truck we saw that it had been damaged in shipping and stated this to the delivery driver, he made no mention that we needed to note the damage on the freight bill, nor is there a place on the bill to make those types of notes. once we had the equipment on the ground he asked that we sign for the shipment and closed up his truck and left. we called Estes and got an official claim form and proceed to fill it out thinking this was the proper procedure since we were not informed otherwise., jumping through all of there hoops, which took several resubmittals of the complete file each time to have it rejected for information they had readily available to them. they are denying our claim based on the fact we did not note any damage at the time of receipt.Desired Settlement: to cover the cost of the replacement parts to repair the machine, which is 2502.70

Business

Response:

This complaint is in regards to Estes claim #[redacted]. This claim was declined because the delivery receipt was notated in good order at time of delivery. Exceptions need to be made at time of delivery for carrier liability to be established. However, in an effort to conclude this claim amicably we would like to offer $[redacted]. This offer is a good faith compromise settlement offer.

Thank you,

Claims Supervisor

Estes Express Lines

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], 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,

Review: On 10/21/15 [redacted] shipped a safe to our client in MO. On 10/27/15 we received call from our client informing us the safe had been damaged. He sent the pictures over immediately, showing that an [redacted] had been completely broken off of the drawer face. This sort of damage would have resulted from SERIOUS impact during transit. Our safes are always packaged carefully and securely to prevent such damage so it either fell on its face in the truck after impact or it fell off the fork lift. Either way, this is on Estes.

After the pictures were sent over, we asked our broker, Unishippers to send the POD from Estes. The delivery receipt was signed, in "good condition" but our client didn't even have a chance to open it before the driver took off (a common problem I've noticed with Estes). The damage was concealed and our client never a fighting chance to notate the problem.

We initiated the return shipping of the safe so we could repair it and once all of the shipping invoices were paid, we submitted our claim to Estes. During this time, we had to order new parts to repair the safe and then reship the repaired product back to our client. Our claim# [redacted] was submitted on 1/21/16 and was denied on 2/10/16. I called/emailed to follow up and was simply told that the claim was declined as it was a clear delivery. As I mentioned above, our client didn't even get a chance to discover the damage until after the driver left! I disputed the claim, sent more materials over and the claim was denied again, saying that they found no further evidence that they're responsible and then they offered a measly amount that won't even cover the cost of a new lock.

Something needs to be done about this freight company. Estes' lack of responsibility and work ethic is truly deplorable. We are a small business and we cannot eat these costs. We had to file a claim with UPS Freight last year and they paid in full in a matter of a couple weeks. That is what a responsible company does.Desired Settlement: The offer of $479.62 is not acceptable and frankly, very insulting. We require the claim to be paid for the original listed amount, $2,267.45. This has been a very long and frustrating process and we need to be compensated for our materials, labor and shipping costs.

Business

Response:

This complaint is in regards to Estes claim #[redacted]. After review of the file I have found that this shipment delivered clear with no exceptions on 10/26/15. On 11/2/15, 7 days after delivery, damage was reported to Estes. We have previously offered $479.62 as a concealed damage compromise settlement offer. This offer didn't include any portion of the freight charges because [redacted] was not the paying party to Estes Express Lines for the freight charges. They used a 3rd party broker to coordinate the shipping for this freight. I find no evidence of carrier mishandling but our offer of $479.62 stands to settle this matter amicably. Thank you,Heather W[redacted]Claims Supervisor

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID 11191364, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Estes is most definitely responsible for mishandling the shipment. We reject the unreasonable and unfair offer of $479.62. I contacted Mr. [redacted] (our client) again on 3/8/16 just to re-confirm the delivery scenario from October 2015. He did in fact re-state that the Estes driver rushed him to sign the form, not giving him a chance to inspect the shipment. He said the driver told him “I need to go, I need to go…I have a deadline…hurry up, hurry up.” Mr. [redacted] did notice that 1 pallet strap was broken and there was no IMMEDIATE VISIBLE damage. It was only when he opened the packaging that the damaged safe lock was revealed. Mr. [redacted] called us on 10/27 to inform us of the damage. How do you expect consumers to report damage if the drivers are rushing them and refusing to let an inspection happen? [redacted], the broker, was contacted on 10/30 and we let them know we needed to file a claim due to damage. We have email exchanges with dates and times. The offer of $479.62 does not cover the replacement parts and labor it took to repair the damaged safe. If the freight costs are taken out of this summary, we are still owed $1,438.85. This covers the replacement drawer head piece, replacement safe lock and the labor to complete the repair. If you need us to resubmit everything again, we’d be happy to do that as well. We did everything that we were supposed to do. We are not trying to get anything for free; we are simply requesting to be compensated for our losses. Losses like this greatly impact small businesses. Do the right thing and accept the responsibility for the damage. To suggest the damage did not occur on Estes’ watch is mind-boggling.

Regards,

Review: The shipper lost 1 of my 2 packages and did not notify me. They are still holding the second of my 2 packages. They have made the retrieval of my first package MY responsibility rather than theirs. They initially did not deliver to my correct address. After this initial attempt is when they lost the second package. They did not address my complaints. They did not return my phone calls as promised. They have not delivered on their delivery promises although I spent much time on hold listening to said delivery promises on their recording. They have not found my lost package (how can a company that advertises customer satisfaction LOSE 1 of 2 packages that are shipped together???) and they have put the onus on ME to rectify the situation. They have offered no recompense.Desired Settlement: I want 1. an admission of culpability and an apology in writing. 2. Immediate delivery of my full and complete order which they are in possession of. 3. a FULL refund of all shipping charges as they have not delivered as advertised on their recordings.

Business

Response:

I will need the Estes pro number to investigate this complaint.

Thank you,

Claims Supervisor

Estes Express Lines

Review: The delivery company FLAT OUT LIED to me regarding the delivery!!!!!!! - Original delivery date: 30 Jan 2014. - received canx call at 8:30pm on 29 Jan 2014 - Called Estes Level 2 Logistics at 0830 on 30 Jan to reschedule the delivery. I also asked as to why the need to reschedule - Technician was not available - Rescheduled delivery date of 31 Jan 2014, between 0800-1200 - delivery Tech NEVER SHOWED UP - I Called Estes Level 2 Logistics at 1300. Technician decided to take the day off after ONE delivery. - Spoke to one Customer Service Rep: [redacted]. She stated that she would call me back when she had information regarding my delivery. - 1600 rolled around, I called her back. She stated she was still waiting on information. - She stated she would call me back regardless [redacted] - she got off of work at 1730. - I called back at 1725 to speak to [redacted] - SHE WAS GONE FOR THE DAY!! - I then requested to speak to a [redacted]. - This lady never gave me her name, but assured me that I would receive my delivery TODAY, 1 Feb., and that I could expect a confirmation phone call within the next hour from the technician that had agreed to the Saturday delivery Then I called [redacted] at about 1800. I was told by a female Customer Service [redacted] that 1) I would receive a full refund of the delivery and assembly fee that I paid for($249.00); and, that she would contact Estes' Warehouse to find out what was going on, and demand that I NOT BE RESCHEDULED AGAIN. At 2130 on 31 Jan 2004, I received a phone call from [redacted] w/[redacted] informing me that he had just been given the order for my delivery at 2030. Scheduled deliver for MONDAY, 3 FEB 2014, 0900-1300 timeframe!!! MONDAY?! ESTES FLAT OUT LIED. - This guy stated that he was not aware of the assembly requirement. He asked that I text him the specifics of the treadmill so that he could look it up and be prepared for the assembly.Additionally, it took ONE week for me to finally reach someone to schedule - 45min holdDesired Settlement: For Revdex.com info only

Business

Response:

I will need the pro number (freight bill number) in order to look into the specifics regarding this shipment.
We are sorry for any miscommunication between ourselves and the customer.
Thank you,

Review: I placed an order for 10 shelving units from [redacted] on Aug 4th 2013. I received confirmation that they had gone out for delivery on Aug 8th. However by the 16th I still had not heard from the company nor received my merchadise. I contacted [redacted] and they told me that Estes had been trying to reach me. However, at no point did I have call from Estes. Finally I was contacted by someone on Monday morning and when I returned the call, a young man told me it would be shipped on Tuesday the 20th. On Tuesday we waited at the place of business and around 4pm I called in once more, the guy then informed me that the merchandise did not fit in the truck and was thus not going to be delivered. At no point did I receive a courtesy call letting me know of the situation. Further, I figure that if I have been waiting for my merchandise for 12 days it would be a priority to get it to me before more recent orders. He informed me that in order for it to be shipped I had to call at 8am to ensure that they put it in the truck. Really? I have to chase down the company to ship items I paid for? I called Wed 21st in the morn and was rudely yelled at by [redacted] who informed me that it was not their problem that the items did not fit or that the night crew did not enter it into the system. She yelled at me and I even had to tell her not to raise her voice. I finally received my merchandise later that day. So it took 13 days in order for me to receive it and only after I had to basically chase it down. I am truly dissappointed in both Home Depot and Estes. If I pay for the shipping it should be shipped in a timely manner and customer service should always be number one. If I ever order anything again and learn that ESTES will be the shipping company I will immediately cancel my order.Desired Settlement: I paid for a 3-5 day delivery. Because this service was not fulfilled in that timeline, I am requesting a refund of $55.00 a long with an apology letter for your poor customer service.

Business

Response:

I will need the pro number (freight bill number) to investigate this complaint.

Thank you,

Estes Express Lines

Consumer

Response:

I am not quite sure what the freight number is so I am including a copy of the confirmation email as well as the delivery receipt. Hope that helps.

From: [redacted]Date: August 8, 2013, 6:16:30 PM PDT

To: [redacted]Subject: [redacted] Shipping Confirmation for [redacted] - RETAIN FOR YOUR RECORDS

Business

Response:

I will need the bar code number at the top right hand corner of the delivery receipt.

Thank you,

Estes Express Lines

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.

Terrible customer service. I think it is a disgrace that Revdex.com gives this company a good rating, they have had 63 complaints in the past 3 years, this is a disgrace.

Review: My freight has been sitting in their warehouse for 10 days with no movement. It has cost my business a $25000 deal.

Estes received material on Dec 1. They transferred to [redacted] freight on Dec 2. [redacted] held shipment until 12-11 to ship. I called [redacted] at [redacted] on Dec 4 and he guaranteed me the material would leave his warehouse that day and arrive at my business no later than Dec 9. Between Estes and [redacted] they have lied to me, kept me on hold for over 30 minutes at a time, disconnected me after waiting for 30 minutes, and have had a "I don;t give a [redacted] attitiude" when it comes to finding and expeciting my freight.

I had a business deal llined up for $25000 that has been destroyed by this lack of service and outright lying by these two companies.Desired Settlement: I want a full refund of monies paid for shipping. I want the material delivered by Dec. 12.

Business

Response:

Please advise the Estes pro number so we can investigate this complaint.Thank you,

[redacted]Estes Express Lines

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], 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,

[redacted] On PRO[redacted] Estes trucking damaged my products during shipping. They top loaded freight onto my material and as a result did over $650 worth of damages. When I called to file a freight claim, they offered to pay me $65. That is the most rediculous thing I have ever heard. They referance some obscure small print in their paperwork. HOWEVER, I never signed nor was given that information prior to shipping. As the receiver of the item and owner, I am due the full amount from them for their obvious neglect and sub-par shipping practiceI want them to pay for the items that were damaged. The air cleaner for the engine is from 1970, they do not make them anymore. I have found one similar on [redacted] for $500. They also damaged the oil pan by crushing the motor when they top loaded freight. I had to buy a new on for $300. I want to be paid the FULL amount of $650 for the damaged caused by them.

Business

Response:

This complaint is in regards to Estes claim #[redacted]. After review I find that this claim was worked properly. Our tariff limits our liability for any used, refurbished, rebuilt items to .10 cents per pound. This freight was a rebuilt engine. This is our policy and the claim will be reopened once an amendment is received. Thank you, [redacted]

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], 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,

Date Sent: 2/3/2015 12:51:22 PMI have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Estes trucking did REAL damage to this motor. I had to SPEND $600 to fix what Estes BROKE. Those parts had to be replaced in order to get the engine to run. You cannot refer to some small print obsolving you from responsibility. I never signed nor agreed to those terms prior to shipping this item. Estes was NEGLEGENT when the top loaded another pallet of freight on this engine. Your blatant neglect damaged those parts beyond repair and new ones had to be purchased. This damage was caused by willful neglect and improper loading procedures by Estes.I will not accept your rediculous offer of $65. I want the full amount I have requested or I will take to litigation. Regards,[redacted]

Business

Response:

Our offer was .10 cents per lb, not 10%. Thank you, [redacted]

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

They did over $600 worth of damage to a $3800 item and want to calculate damages based on the weight of the item? That makes ZERO sense and unacceptable. Nowhere was this policy explained, given to me, or signed by me.Their neglegence and direct disregard for my shipment resulted in these damages.

Regards,

Review: I used Estes to deliver equipment I purchased, only to have it delivered after having been damaged. The driver admitted the damage and called it in to his supervisor/dispatch. I filed a claim and then started the nightmare, I made numerous calls to Estes asking about my claim, which the said they had not received the first 3 times I sent it directly to the fax number given. After [redacted] finally admitted receiving my claim, I started getting the runaround all over the company. [redacted] was rude, condescending and challenged my claim numerous times. After 23 calls to Estes, I attempted to reach her supervisor. After a few attempts, I finally went up the ladder to speak with Brian Johnson, who researched and said that he would pay the claim. I then got another call from [redacted] challenging the claim and lack of paperwork. I had all the proper paperwork, signed receipt and pictures of the damage, the same info I had sent numerous times. After several weeks, I started calling again, now speaking with Brian Johnson(who claimed he didn't know where the check was) and was told to contact [redacted], whom once again wanted to play a cat and mouse game with the check. After 5 months, I have lost a client, suffered damages and had to replace the damaged piece for a client of mine. I have also incurred storage fees on top of that. Still no check.....................I will be pursuing legal action and contact every consumer group possible to get restitution for my claim and damages suffered to my company.Desired Settlement: I want to receive the check and have it clear, I would like an apology from [redacted] and any additional damages I would like to hear what they deem to be fair.

Business

Response:

This complaint is in regards to Estes claim #[redacted]. We have made every effort to conclude this claim amicably. In fact we have cut the check and have made numerous attempts to trade the salvage for the check. We have been told [redacted] needed the check before he would release the goods. This is not how the claims process works. We have been more than agreeable to get this matter satisfied.

If [redacted] has any further questions, he can always contact myself or [redacted] to settle. Otherwise, he can proceed how he deems necessary.

Thank you,

Estes Express Lines

Review: On Wednesday, July 17, 2013, ESTES delivery service arrived on a whim with our delivery from [redacted]. The items were commercial grade refrigerator, freezer, deep fryers (3), and gas range with oven. No one was present at the [redacted] where the items were to be delivered...it is a new restaurant in the works. A 24-hour phone call with appointment arranged was the protocol. However, the protocol was not followed which was admitted to myself during a phone call with the terminal boss of ESTES. Once the driver called, around 3:00pm, I was 45-minutes away. I had to scramble to find an employee from another one of my businesses to arrive to aide. The employee then called with information that the driver had done his job by just performing the transit portion. In order for the items to be removed from the ESTES truck we had to provide manpower which were were fully expecting. Note, had there been an appointment slot set up, there would have been plenty of manpower...that was the idea. I then called the boss as suggested by the delivery truck driver. The boss said to talk to the delivery truck driver once again. I then spoke to my employee to request that the truck driver help in the delivery of items into the building. The solution was $100.00 cash. This is absurd! A female employee of mine also showed up to hold the door open for the truck driver and my other male employee. The truck driver told the female employee that he might knock her breasts off by the end of this. This leaves me speechless. My daughter called ESTES on Friday, July 19, 2013 and spoke to the Rhonda (customer service), terminal manager, and boss. The boss admitted several times over that there should have been a 24-hour prior to delivery phone call made by ESTES to [redacted] and an appointment made for the physical delivery. My daughter then said due to the lack of a phone call we paid $100 cash for the completion of the delivery. The boss said nothing. He then went on to assess the crude comment. He informed her that the driver was an ex-deputy sheriff with no such history. I have two employees who say otherwise! He then exclaimed that because we had no manpower present that his driver had to remove one cardboard box from the two-door freezer to get it through the doorway. My daughter told him that this would not had been whatsoever an issue had the appointment phone call been made. He continued to go in circles attempting to pen this problem on us. Not going to happen. You do not treat people like this. My daughter eventually hung up the phone since NO progress was ever made.Desired Settlement: $100 cash refunded and the employer acknowledge the lack of respect and protocol

Business

Response:

I have set this up for a refund in the amount of [redacted]. Check will be mailed next Friday.

We are sorry for any problems with this delivery.

Thank you,

Estes Express Lines

I recently ordered a slide for my daughter's treehouse from [redacted], After placing order, I got a phone message from Estes only 3 days later saying they had package and wanted to set-up delivery. I thought this was great and called back the same day and they informed me they could only deliver in my area (rural area in VT about 75 minutes from Albany, NY) on Mondays (this was almost a week out...but was still well within delivery timeframe...so no big deal). I had to be present from 10-4 to accept delivery. I waited all day...nothing. I called the next morning...was told their records showed they left a message and call was never returned. I relayed entire conversation...and they verified fact that they only delivered in my area on Mondays and other details...but still acted as if I was at fault, since I didn't have name of person I talked to. They said they couldn't deliver until the next Monday...however, mentioned the reason was that Mondays are when smaller trucks go out to the more rural areas where bigger trucks might not be able to navigate...if they could unload from semi they could come the next day. Although we live on a rural route, the roadway is quite wide and clear, semis have stopped on edge of road and unloaded deliveries in the past, and there are lots of turnaround places...so told them I thought that was possible. So they set up to deliver next day...no time given...but they said they'd give a 30 minute courtesy call. I sat around...finally went out to mow the lawn about 1 PM for two hours...of course, when I came back in I had 3 messages. Two were from truck driver...said he was almost in area and couldn't find my address (his message indicated he had transposed two of the three numbers in the route...I confirmed my input of address was correct...and, in fact, the dispatcher later confirmed address on invoice was correct). He said that since I wasn't answering the phone, he was going to have to skip by me. I also had message from dispatcher saying since I wasn't home as agreed, I would be charged a delivery fee. I called in...was told I was too late...driver had moved on...and was again told I'd be accessed a delivery charge for not being present. I expressed my frustration that I had been home and now had lost two days because of two errors on their part (the opportunity cost of these two days of lost productivity/income far exceeded cost of slide)...and, further, I was now being threatened with a delivery charges. They passed me to someone who I took as a supervisor who said he would see what he could do and call back. I never got a call back. I called the evening of next day and the woman I talked to told me the computer showed I had been scheduled for delivery for the following Monday (guess nobody was going to tell me). Again, I had to be home from 10-4 (third day of lost productivity). They did finally delivered at 4 on that third try (in a rented [redacted] truck...?). The box was covered with no less that a half dozen stickers that said this box had left warehouse in perfect condition...but it was badly mutilated. Two friends who happened to be there at time and helped me with the unload found this extremely humorous...it was that bad. Luckily, the slide of solid plastic was not affected...but if it had been anything less solid/sturdy it surely would have. Final catch was the box was sitting on a 10-12 ft wooden pallet in the truck...driver said I was required to take pallet too and was up to me to dispose of it. What? In end, slide cost me far more than double advertised cost (because of lost opportunity cost of time spent sitting at home)...not to mention lots of frustration.

Review: Hello,Tracking: [redacted] have had a shipment that was sent out by [redacted] (bathroom products) back in October. This is a large shipment of a bathroom glass door. I have been waiting for ths shipment for a while now and have contacted Estes 6 times in total to get an update on this shipment. EVerytime I have spoken to someone, I have been promised a call back (and they have taken my phone number to get back to me) but neither have they called back nor do they have any idea about the shipment. The last time I spoke to an agent, she said that they have lost the shipment and cannot track it and will initiate a "search" and I should hear back by the followign week, which was the 3 rd week of November. At this rate, not only am I frustrated, but don't believe they know what is goign on with my shipment or have any interest in resolving or helping me. It seems like I am going in circles trying to get information on this shipment. I would appreciate if you can intervene and get them to resovle this matter ASAP.Desired Settlement: I wanted to see if they cannot delvier the shipment within the next few days, I would like a full-refund of $419.43 ([redacted], Levity 48-1/4 in. x 74 in. Frameless Bypass Shower Door with Handle in Nickel). Any help with this matter will be greatly appreciated.Thanks,[redacted]

Business

Response:

Please contact the company you bought it from, [redacted] and they will send a replacement. In turn they will file claim with Estes.

We are sorry for any problems with this shipment.

Thank you,

Review: We purchased equipment from a manufacturer in Ohio. They paid for and shipped the equipment to us using Estes Trucking Company. The trucking company damaged the equipment and acknowledged the damage on the bill of laden ( Bill of Laden # [redacted]). I filed a claim ( Claim # [redacted]) for $300.00 and they denied the claim. We were given no reason and they will not return phone calls. I left messages for [redacted] with no response.Desired Settlement: I would like the eqyuipment that we purchase repaired by the trucking company that damaged it.

Business

Response:

For Estes Claim #[redacted], we have requested a copy of the original invoice where it was purchased from [redacted]. To date we have not received this documentation. Once we receive it, we will reopen the claim. The original invoice is a required document for all claims.

Thank you, [redacted]

Review: We order a shipment to be delivered by Estes Express on February 4, 2014 and was scheduled for delivery for February 7, 2014 from outside of Columbus, Ohio shipping to Austin, Texas. I was called on the delivery date and was told because of the weather the shipment was postponed until the next Monday,February 10. The shipment on Friday was in Memphis, TN at this point. It is now February 12 and we have still not received our shipment yet from Estes Express. We then called not only to get a rude individual name [redacted] but also got hung up on!! Terrible company to do business with would not recommend this company to any other person.Desired Settlement: We will pay $349.12 for the shipment to be shipped to us so that is what I feel like I need back.

Business

Response:

We are sorry for any problems you have had with the delivery of this shipment. Due to severe weather issues across the United States some shipments have been delayed. You can file a claim for your shipping charges if you feel reimbursement is needed, but we cannot void the bill until that action has been taken.

Thank you,

Claims Supervisor

Never have I ever had conversations like the ones I have had with Estes. I've been calling to track my small box that left Las Vegas on 12-17-15. On 12-29 I found out that they have had my package in Phoenix, AZ for the last 10 days. Why? They don't know. Silence. Anything else we can do for you? Why yes, can you find my package and call me? Sure.
Obviously I received no call back.
Call again on 12-31-15 and was told the package was in Memphis, TN. WHAT? It skipped right over [redacted], ** where we are and went to TN?
When will we get it? Sorry, you'll need to call your shipper for that information. HUH? You can tell me what your plans are with my package? No. Sorry.
How about putting me on hold and calling Memphis to see if they know anything. OK.
DUH!!!!
She comes back on the line and says we'll see package on Monday 1-4-16.
Whether we get it or not will not change the fact that NO ONE should ever use this company. They do deserve to stay in business. The world would be better served without them.

I really want to give thanks to the hard work and dedication from Estes. We have had a complicated move,

and alone that is full of stress. Working with this company has been a blessing. They have taken the worry out of how to move our household. There prices were by far the best, not only was that a benefit the knowledge and understanding have been priceless!

I did my research before this move, I strongly recommend Estes to anyone needing moving services.

Review: I placed an order with [redacted] for 2x cedar pergolas and Estes was contracted by [redacted] to facilitate the delivery. I received a call from Estes terminal in Auburn WA on 7/17/15 to set up a delivery date for 7/21/15 between 8am-12pm. This delivery never happened. I. Called in at 12:30pm on 7/21/15 to enquire what had happened and was told that it was not loaded onto the truck for delivery, I asked when it was going to be sent out and was not given an answer. I asked to speak to a supervisor and was transferred to the terminal manager [redacted] Hernandez who apologized and said because of the holiday they were too busy but guaranteed me that I would receive the shipment that day and that he would personally call me when the truck leaves for delivery.

At 6:40pm that evening I got a call from the Estes driver saying that they could not locate the shipment so he will not be delivering it.

On 7/22/15 I called Estes to speak to [redacted] to find out what had gone wrong, I left numerous messages for him to get back to me and to date have had no response. I have spoken with the tracking department( mainly to [redacted]) who was unable to give me a honest response as to what had gone wrong and how it would be rectified.

I went further to say that if the shipment was there I would arrange for it to be picked up so that they didn't have to worry about a delivery as they were too busy. It is now 7/24/15 and still no response!

Business

Response:

Please contact your vendor, [redacted] They will file a claim on your behalf and either issue credit or a replacement.We are sorry for any problems with this delivery.Thank you,[redacted]

[redacted]Estes Express Lines

Review: ESTES delivered my mobility scooter damaged due to their service. The palette was broken in half and then in pieces. It had been placed on another pallet underneath the damaged one and retied through both. It was shrink wrapped all around so the damage could not be seen. It Looks as if it has been dropped and hard. The speed control does not work at all and the back antitip wheel holders are bent beyond use, qone wheel completely broken off, messed up bumper and minor scratches. They knew the scooter was damaged before delivery because the broken wheel was poked through the shrink wrap and sitting on the seat. I am completely home bound during the winter. I was confined to my bed and a recliner for the last four weeks. My husband signed to accept the delivery but did not place the check in the box for good delivery. That was done after the fact, probably the driver, he did not mention the broken palette or tell my husband to check out the shipment. When my husband opened the shrink shrink wrap he-discovered the broken palette and after that the extent of the damage. It was one week later that I emailed [redacted], Peoria, AZ regarding the damage. I was still abed and my husband did not want me upset more over this so he ask me to wait until I felt better to try to get something done about this mess. [redacted] has been dealing with them and they refused my claim, it is being processed again but I do not expect things to change.

First they blamed us because my husband signed for the delivery, and I waited one week before reporting the damage. Now it seams they are trying to blame [redacted] for the packing. It also took an unreasonable amount of time to get the scooter from Little Rock, AR to my home 35 to 40 miles away. I believe that the scooter was damaged in LR because I told the driver it must be on a smaller truck and he said they wanted him to deliver it anyway. He said you call Victory and you tell her.Desired Settlement: I want a complete refund for the scooter $889.00 and shipping back to [redacted]. It is dangerous to use as it is and the uncertanty of other things showing up wrong as a result of the damage. I need the money so I may purchase a new scooter. It is a sad day when you have to go to all this trouble to get people to just do the right thing. Cheating a handicapped woman is just not acceptable business practices.

Business

Response:

Business

Response:

This complaint is in regards to Estes claim #[redacted]. The shipper, [redacted] has filed a claim with Estes. Since all correspondense/payments will go to them, Ms. [redacted] will need to follow up with them because they are the formal claimant with Estes.Thank you, [redacted]Claims Supervisor Estes Express Lines

Consumer

Response:

The last message I got was Estes Shipping saying that since [redacted] had filed a complaint that I should deal with them. Right now they are saying that if they are libel for anything it is the.10 I don't know what this is, since they are ignoring the Revdex.com claim and only dealing with[redacted]. Is there a way I can continue this complaint? They have not offered a resolution yet. I do not intend to let this go, because what they are doing is wrong. Accidents happen I understand that, but if your honest you take responsibility. They must have insurance to cover such things or they are treating all accidents the way they are treating my claim. I really need a mobility scooter but must have the $899 back in order to get another one. I have even tried to find a place that could fix it and there aren't any in AR.Could you give the email of the Attorney General in VA.

Review: I was expecting a shipment form NJ. I wasn't given an exact shipment date by the shipping company event thought I asked. I worked with this company before and they had a shipping address for me on file already. It happens that I sold my house in the same timeframe when the shipment supposed to arrive to NC. Since the shipment was delayed due to the bad weather in the Eastern part of the US including NC - the shipment reached NC few days after I moved. There was no attempt of delivery as yet. When I was informed that the shipment was finally in NC and ready for delivery - I asked them to change the shipment address which is about 20-30 minutes from where they are based. My previous address was over an hour away from ESTES. They made a big deal and said that they won't deliver unless I pay them $100 for the change of address. My issue with the situation is that they wouldn't give me an exact delivery date so I couldn't give them an exact delivery address. I understand if they would charge me for attempted delivery to my old address but I did let the know in advance. Wouldn't there be any problems with the weather they would have delivered my shipment to the address on file.

The other issue I had with this company which is a big one as well - was that when they finally delivered my shipment nearly all my merchandise fall from one of the pallets and was bouncing all over all over the truck. 50% of the boxes had dents and some where even ripped. I would never do business with them again!Desired Settlement: I want ESTES to refund me my $100.

Business

Response:

The paying party of the freight charges is [redacted]. Any disputes in regards to freight charges must come from them.Thank you,[redacted] Claims Supervisor

Review: Estes Express was hired to deliver a rack to me from the manufacturer. Estes Express ran over the rack with a forklift (apparently) damaging it in two spots that were not apparent until the packaging was removed. Estes Express claims department will not take responsibility for the damaged shipment because I signed for the order "in good condition." Again, damage was not apparent until packaging was removed.Desired Settlement: I need a replacement rack.

Business

Response:

This complaint is in regards to Estes claim number #[redacted]. At time of delivery, this freight was signed for clear and in good order. There was no notation of damage at time of delivery. Therefore, this claim was declined. I have reviewed and found this to be a valid declination.

Let me know if you have any questions.

Thank you,

Claims Supervisor

Estes Express Lines

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Estes Express made no offer to correct their error. Further, the response does not acknowledge that the damage was not apparent (or not noticed) until the packaging material was removed. They ran over this rack with a forklift (I believe), and are avoiding making it right. [redacted] and [redacted] have photos of what the rack looked like the moment I took the packaging off -- there is no question that it was damaged during transit. I am floored that they are maintaining a position of non-responsibility when the photos so clearly depict the problem. I have been working with the vendor and the manufacturer -- hopefully so they can find a more reliable shipper for my replacement rack and for the rest of their customer base. Estes Express needs to take responsibility for the problem they created.

Regards,