Estes Express Lines

Review: My husband ([redacted]) and I purchased a swing set for our kids on June 12, 2014. We bought the swing set on [redacted] from the vendor "[redacted]". When we received the shipping info I contacted the company (Estes Express). Arrangements were made for the swing set to be delivered today 6/26. However upon not receiving the swing set in the morning I called to verify it was still on schedule to be delivered. They informed me that their drivers neglected to load our swing set on the truck and that they could not locate the swing set. I explained to them that my son's birthday party was next weekend 7/5 and I was planning on putting it together for the party. One of their employees ([redacted]) promised she would call me back before she left for the day at 3:30 to let me know if they tracked down our swing set. She neglected to call me back so now I have no idea where our $1200.00 swing set is at or when we will be hopefully receiving it. I called to file a claim wanting our shipping money back ($404.49) do to the fact that they lost our swing set and it was not delivered on time. Their policy is that it could take up to 45 days to settle and this to me is unacceptable.Desired Settlement: I would like our shipping expenses of $404.49 refunded back to us since our swing set was not delivered when promised- do to the negligence. Also I want my swing set ASAP!!

Business

Response:

This complaint arises from Estes pro number [redacted]. We are very sorry for any problems with this shipment. We urge the customer to contact the company that shipped this to them ([redacted]) as they usually file claims on their customers behalf.

If not, please submit the claim as soon as possible so we can begin working on getitng it resolved.

Thank you,

Claims Supervisor

Estes Express Lines

Review: This Complaint is against Estes Express shipping regarding two pallets full of windshields that arrive to our warehouse damaged on May 13, 2013. Estes Express is declining our claim with the reason of improper packaging. Our company used Estes Express numerous of times with the same packaging and this had never happened and in this case Estes are saying that the package was improperly packaged why did the driver of Estes did not refuse to pick up package if it was improperly packaged. The package was obviously destroyed during the transit from where it was picked up from. Estes handled our shipment poorly and were not careful with it. They are just using this excuse to not pay for the damages. The pallets were in perfect condition, fully secured and covered on the pallet with a warning side on the top when they were picked up. We have pictures show how the pallets look like when Estes driver picked up and when we received the shipment. The pallets were total mess. Estes tried to put the pallets and products back together like if nothing had happened to it. Estes are liable and need to responsible for our loss. This is unacceptable for Estes to not accept responsibility.Desired Settlement: Estes Express to cover our loss from the damaged merchandise totaling in Total $ 15,564.70

Business

Response:

I have reviewed this claim as requested. As our declination states this freight was not properly packaged. Windshields and glass should not be stacked on top of each other. It is the responsibility of the shipper to make sure that freight is properly packaged to ensure it makes it to destination during the normal hazards of transportation.

After reviewing the information provided, I find that this is a valid declination.

Let me know if you need anything else.

Thank you,

Claims Supervisor

Estes Express Lines

Business

Response:

This claim has been reviewed by management again. Glass should never be packed on top of one another. Windshields should be crated and seperated within the crate, side by side.

Due to this information, the claim remains declined.

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.

These are

not glass windshields like one of a car, they are more of a plastic windshield

which was properly packaged and also each windshield had a protecting shield.

So the reasons why you are declining this claim are false. Now like I have said

before we have shipped these windshields before through Estes Express and never

had a problem like the one we are facing now. This comes to show that you had a

reckless driver which caused our shipment to be badly damaged otherwise the

shipment would have got to our facility in perfect condition. We need this

claim to be reopened and reviewed again. I have attached pictures of how the

windshields are properly protected and separated with protecting shields.

Regards,

Review: I purchased a 250lb generator and it was shipped using Estes. The generator was mounted to a pallet with a box covering the sides and top. The box had two metal bands strapping it down to the pallet. The box also had with screws along the bottom fastening it to the wood that was holding the generator in place. The box had a large cone attached to the top to prevent stacking. Upon delivery the box did not have the cone and only one metal strap. The box should have arrived with the bands and cone in-place or along with regardless of their condition. The cone itself would have been a clear indication that there was a problem as the whole pallet/box was dropped upside down, hence the cone would have been smashed. When the pallet/box was dropped upside, thus the cone was smashed. Inside the box the generator broke loose from the pallet and fell to the top of the box. The pallet/box remained upside down for some period as paint from the top of the generator was rubbed off onto the top inside of the box. While under Estes control someone removed the box from the pallet and attempted to reattach the generator to the pallet. The box was then placed back over the generator and one metal strap was installed. It is unknown what happened to the smashed cone as previously stated it did not arrive with the shipment. The [redacted] told me that there is a major problem with the fact that Estes altered the packaging. In other words, Estes can not remove damaged packaging. Everything that was shipped has to be delivered. Removing damaged packaging demonstrates the intent to conceal the damage.

The shipment arrive several days late. A called Estes several times to find out the status/location of the shipment and they could not tell me where the package was. After several days I received a call that the package would be delivered the next day between 11:00 am and 4:00 pm (as noted on the delivery receipt). The next morning I received a call from the delivery driver around 8:15 am stating that he would be at my house at 8:30 (>= 2.5 hours early). I told the driver that I would not be at home as I had to take my son to school by 8:30. We agreed to meet at 8:40. Approximately 8:25 the driver pulled up in front of my house, right as I was leaving. I told him I had to go but he said he would be really quick. He unload the pallet and wheeled it into my garage. He had a very hard time getting the pallet jack out as the wheels had to go over woods cross members of the pallet. In the progress of removing the pallet jack the driver damaged the pallet and violently shook the box around. He placed the freight bill on the top of the box and asked me to sign it at the bottom and initial that is was a residential delivery (also at the bottom). There was no mention that I needed indicate the condition of the package. Keep in mind that the box and pallet looked fine except for the minor damaged just cause by the driver --- there was no noticeable damage other than what the driver just inflicted. I closed my garage and ran to my car as my son was late for school (leaving the driver to close up his truck etc). Upon returning home I took a couple pictures and then removed the metal band and box cover off to find the damaged generator. Oil was all over the inside of the box, parts were broken and had fallen off and were laying on the pallet (covered by the box). Immediately I took pictures and started placing phone calls to Estes and the company I purchased the generator from. The local Estes office asked me if I had marked the freight receipt as in "Good Order", they directed me to the top of the receipt and that is when I discovered that there was a section to note the condition and that the driver has marked it as in "Good Order"---the driver had marked this sometime prior to delivery. I called Estes corp offices and they quickly sent out a damage inspector. The inspector arrived at my home within a few hours of receiving the package (December 5, 2013). As previously note the damage inspector concluded that Estes did drop the pallet on it top, that they did take steps to conceal the damage, that they did remove/discard the damaged packaging, and that it was likely that the delivery driver used the delivery time to his advantage in effort to get me to sign the receipt.

I have filed the appropriate documentation with Estes to no avail. I have made numerous calls to people in the Estes claims office, the calls were never answered. I have left several messages for the manager of the claims department---the calls were not returned even though their phone messages state that calls would be returned. The claims department finally responded (01/16/2014) with "our claim has been reviewed and will remain declined for reasons previously stated" which was "according to our records delivery was made clear, complete, without exceptions, and with out any indication of carrier mishandling. On the basis of our clear delivery record and because the file contains insufficient evidence to substantiate carrier liability, you file is respectively declined in full".

Once again the Damage Inspector's report should show that:

The damage was concealed

Estes dropped the pallet/box on it's top damaging the contents

Estes removed/discarded the damaged packaging, took steps to conceal the damageDesired Settlement: Promptly acknowledge the problems that occurred to my shipment while under their control, correct the findings/status of my Concealed Damage Claim, and pay the claim as submitted.

Business

Response:

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,

Claim Supervisor

Consumer

Response:

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,

Customer disservice. Disorganized and uncaring. They don't answer the phone nor return messages. The information posted about delivery times is grossly inaccurate. Very unprofessional. Avoid them if you can.

Estes was difficult to deal with and lied to me entirely about the first scheduled delivery. They were unable to diliver my sofas on the second scheduled delivery and by the third scheduled delivery I had to tell them I would report them to the better business beareau of California. I urged the company I purchased the sofas from not to continue to do bisiness with them for all the delays caused. They also refused me the opportunity to speak with a manager and have said they would call me back but never did, which means they lied again. I feel the only reson I ever recieved my sofas at all was by contacting the better bisiness beareau to report them and I discovered they already have 63 consumer complaints filed! I plan to continue the filing process against estes if they neglect to have their manager return my calls. They also were unable from completing the entire set up of my sofas and I had to contact customer service from the seller to find out where the legs to the sofa were located and put them on myself since they left before I could complete my call. I stayed here for over a week with no sofas in my living room because they were too unresponsive and careless to rectify my needs in a timely manner. I copuld have used the yellow pages and hired movers to fullfill my order on time. They deliberately refused to make the delivery on time and sent only a driver and told me they planned to leave my sofas on the curb instead since nobody could arrive with him to move them inside even though I paid them to. That is why I told them I would report them and still not one of their managers has bothered to contact me in over a week regarding this.

I cannot believe this company gets this kind of rating with Revdex.com makes me lose faith in them. Will never use again . Service terrible and they treat you terrible and they sub out to smaller truck company's that treat you very disrespectful . Was suppose to have a Tuesday delivery which was 23 I write this on the 31 of dec and still don't have has held up my entire business move!! The worst is I didn't even pick this company where I purchased my product hired them .. This company never even tried to contact me after there 1 man delivery could not unload item himself . Claiming they did not know what was inside how big it was ect when clearly. Marked on side of crate it stated it weighed 800 plus pounds so clearly one person cannot unload that and get in side. Which I ask in advance if I needed any manpower lift ect no they said the company paid for inside delivery so your job to know what your hauling and what you need you took the job you should know details!! This company is a nightmare!

Review: Ordered an item that needed to be delivered to residence. Got a window of 10:00 to 2:00pm from company. I asked the company to tell driver to give a call 1/2 hour before delivery. I asked that big truck did not come on to driveway due to a decorative covering on driveway that would crack if large truck came on to it. By 2:00, no call, no delivery. Called company were I orded the item from, they gave me the number to the shipping company named ESTES. I called there, and they said that he was not near my location yet. I again said I didnt want the truck on my driveway, and they said they got the info about that already. 4:00pm the doorbell rings. I look out side, and there is a huge truck parked on my decorative driveway. I was so upset, and told the driver that he was supposed to call and that big heavy trucks are not to be on the driveway, and he said nothing. I am so upset. I called the company he works for, and they said they were sorry, that it was written down all over my paperwork that he wasnt to drive on my driveway. What do consumers have to do? I guess we just have to pay for the damage done by such an incompetent shipping company such as ESTES.Desired Settlement: would like driver of truck talked to , to take responsibility for not following customer request of not to go on driveway. He could have handled the whole terrible delivery much better. He could have called as was told me he would, he could have let me know that he would be over two hours late, and he could have at least said something when he saw that I was upset about him bringing his large heavy truck on my driveway as I pleaded for them not to have him do. I would like an email addressing this issue from the company so that at least I know they had to listen.

Business

Response:

We are very sorry for any problems with your delivery. Please contact [redacted] in our safety department. She handles property damage issues. Her email address is [redacted].

Thank you,

Claims Supervisor

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,

I want at least the driver of the truck to be talked to about his inability to follow instructions, thereby putting my property in danger of damage. All the company said was that they were sorry for my damage, not that they were sorry for their employee who couldnt follow simple instructions. This employee should at least be documented as not being able to follow instruction, if not terminated.

Consumer

Response:

I was contacted by an adjuster who told me what I needed to to do take this complaint forward. I am to get estimate for repair to my driveway, take pictures, and send it to him. I am in the process of getting the estimate, and will as soon as possible, get information to adjuster for review. Thank you

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.