Estes Express Lines

Review: Delivery company delivered a [redacted] cabinet that was very broken glass. Glass was on the street from their delivery so they knew it was broken and delivered it anyway. Then they refused to pick up the box of broken glass and said I had to contact the company I ordered it from. I contacted [redacted] And they said they would authorize them to pick it up. But They did not. They delivered this large box of broken glass on my driveway, Tuesday, November 4, 2014. I emailed them the same day. I have been trying to get this picked up all week, and I was promised numerous phone calls back, and I did not receive a call back ever from Estes Express. I talked to them because I called and they promised a solution but never called me back. As of Friday November 7, it still has not been picked up.Desired Settlement: A large box of broken glass on my driveway must be picked up and cleaned up immediately.

Business

Response:

Please advise the Estes pro number (freight bill number) for our investigation.

Thank you,

Claims Supervisor

Estes Express Lines

Review: Originally I had scheduled a pickup going from Wayne, NJ to Michigan. I had one pallet ready with 66 small boxes and 18 big boxes containing flavored tobacco. When the driver came to pick up the pallet he dropped the boxes off of the hand jack broke all the boxes onto the street then suggested to split the boxes into 2 pallets first pallet 66 of the smaller boxes and 2nd pallet with the 18 bigger boxes. Driver then took the 2 pallets to North Bergen, NJ Dock where they acknowledged receipt of the 2 pallets instead of the 1 original pallet., I was also told that driver #** had the 2 pallets in his possession going to Pennsylvania, then to Michigan. At the time of delivery only 1 pallet was delivered with the 66 smaller boxes and the 2nd pallet was never delivered. This had been going on since March 13, 2014 and still they cannot locate my merchandise valued at $29,948.27. I've filed a claim they approved a claim for only $1,400.00 which does not satisfy my loss and is ridiculous with the amount they are paying me back. Everytime I make a phone call they have no knowledge of anything about the loss of my shipment. They are also extremely very rude on the phone and don't care about your problem that you are experiencing with them. Customer service is rated at -10. I believe my shipment was stolen by one of their employees. Not a trusted company to ship with whatsoever.Desired Settlement: Total loss for the [redacted] is valued at $29,948.27 I've submitted all receipts to them. Will not accept no less than my valued amount. I cannot take any loss for this shipment, due to the fact that customs fees, shipping form overseas, product flavorings, 1000kgs of Tobacco, packing cans etc...

Business

Response:

Please advise the pro number or claim number so I can look into this complaint.

Thank you,

Claims Dept.

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.

Hello, this problem is not resolved , they r not willing to pay for my lost , they made a big mistake by not changing the bill of landing also they r not give me any paper work from they time and date that my shipment left from the first location until last location , they have a lot of problem with other people I saw it on yelp after this happened to my , they r saying to me I only can get these paper if I take them to court pls help me I am out 29000 and change and the told me they only can pay 1400 plus my cost of shipping , I don't think this is fair .

Review: I had 80 units of [redacted] shipped to me from [redacted] warehouse with tracking #[redacted]. [redacted] shipped them out on pallet however when the shipment arrived the package collapsed and items were all over the truck floor and only 76 units were found and delivered. estates express driver wrote down on the receipt 76 units were delivered and I signed for that 76. I did open a case and report this to [redacted]. However, estates express did not report this to [redacted]. [redacted] states I will not be reimbursed as estates express did not report shortage in shipment and it is considered as received in full. They closed the case without reimbursement. This is a loss that estates express should cover.

Last time I submit a complaint (Complaint ID:[redacted]) I got response as "[redacted] files claims on behalf of their customers. We recommend that this customer contact [redacted] for reimbursement or replacement and in turn they will file claim with Estes Express Lines. " That is not acceptable as [redacted] already decline my case due to estates express's remorse.Desired Settlement: I need a supervisor from estates express step out contact me and contact [redacted] to let [redacted] know I have 4 units in short and I need reimbursement!!!

Business

Response:

We will send [redacted] your information.

Thank you,

Claims Supervisor

Estes Express Lines

Consumer

Response:

[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.]

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,

Review: Estes Express was to deliver a new hot tub cover that I ordered. They were scheduled to deliver on Wednesday May 29th in the afternoon. I was at home waiting all afternoon. They did not come. The next day someone called me an apologized that they had failed to put it on the delivery truck the day before, but they would get it to me the next day. Why they could not have called the day they forgot to load it and let me know not to sit around waiting for 5 hours I do not know. I was unable to rearrange my work schedule to be at home for another 5 hours the next day, but I needed the cover delivered so I reluctantly left the note approving delivery. They did bring it, and it was clearly damaged by a forklift as there is a puncture hole through the box and through the hot tub cover. The box was torn at both ends, has forklift blade holes in it and large men's work boot foot prints all over it. Now the manufacturer won't help me because I left that note, and Estes Express has now sent me to 2 different people who both keep sending me back to the manufacturer who then sends me back to Estes. After 14 days of trying to find a resolution, I still have a useless hot tub cover, no refund of the $354.95 I spent, no replacement ordered, and nothing to show for hours and hours of chasing the circle of parties involved all sending me somewhere else for something that is clearly Estes Express's fault.Desired Settlement: After this much trouble dealing with the manufacturer being unhelpful and Estes Express being totally useless I want a refund so I can go buy one locally from a more reputable company that would not need to use a freight service.

Business

Response:

This complaint is in regards to L2L Claim #[redacted], pro number [redacted].

We have declined this claim to [redacted] based on our agreement with the shipper, [redacted], that they will file all claims for their customers.

I have been in touch with [redacted] letting them know about the circumstances and they will be in touch with [redacted]. We will conclude the claim with the shipper, [redacted].

Thank you,

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,

Estes has repeatedly told me to go back to the manufacturer. The manufacturer denies the claim every time saying that it is Estes Express who damaged it and their issue since I had to leave the note for it to be delivered since they failed to show up on the scheduled date. Estes Express needs to correct this issue not pass me along and continue the run around I have been run through for 2 weeks now. There is no excuse for a forklift hole in a hot tub cover in a box with enormous letters saying No Forklifts! They clearly damaged it, and now don't want to take responsibility and just keep passing me around.

Business

Response:

I have put in the reqeust at [redacted] for them to file. I will conclude the handling with them.

Due to our agreement with [redacted] I cannot process claims with their customers.

Thank you,

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.

[redacted] at Estes has not repeatedly told me over the last 3 weeks that this should be filed with Prestige. She will not however provide any contact information for who there would handle it, and the one person that I have been able to reach there has refused the claim twice stating it is Estes Express's liability. See below for the text from the manufacturer. I believe this is Estes Express's way of passing the buck around and around so long that consumer's give up. This is ridiculous. If someone at Prestige is willing to be responsible for it and provide a refund then [redacted] should be willing to give me a contact there that will confirm that. She is not- and they are saying no way. So, is she just lying and giving me the run around for now 3 weeks? That is my guess. Estes Express damaged the merchandise with a forklift. The box is a mess and has men's work boot shoe prints all over it for heaven's sake! Own up to that your driver's and workers messed up and pay the refund!

Here is the refusal from the company I bought it from:

[redacted],

Review: We hired Estes Express through a 3rd party to deliver a commercial mower and paid $578.77. We took pictures of the mower prior to placing it on a sturdy pallet with 4x4 wood slabs and used heavy duty binders to secure the unit. We then wrapped it in thick cardboard/shrink wrap and took more pictures. The driver picked up the item on 8/10/2015 and signed a form stating the item was in "good and proper condition for transport." The mower was loaded on truck #[redacted] without issue.

When the mower was delivered to [redacted] in New Ulm, TX it was very "loose" on a different pallet with weaker straps that had been broken due to incorrect handling. There were marks and damage on the underside of the mower and battery compartment indicating the Estes employee that transferred the shipment had missed the pallet with the forks from the forklift and had actually picked the mower up by the frame instead of using the pallet. This caused significant damage to the underside of the mower and destroyed the rear left tire, stabbing a piece of wood from the pallet into the mower tire. Also, during transit or at the shipping facility it was very clear that something very heavy had fallen on top of the mower damaging the platform and bending the steel control arms. So our mower, that left our facility in verified good condition by their driver, arrived with significant damage to the top and underside of the mower and on a different pallet. The recipient took pictures after the wrapped mower was unloaded and unwrapped.

While it is normal for a freight company to require notes on a delivery bill of lading noting damages, the Estes driver rushed an employee for a signature without allowing proper time for inspection and left.

The repair claim filed was for $920.24-actual cost of the repair on the $8,900 mower. The claim was denied twice by [redacted] After their driver signed off on the unit being in good condition, there is NO OTHER EXPLANATION FOR THE DAMAGES.Desired Settlement: We paid for this delivery to be insured in case of damages. I want the claim I filed in the amount of $920.24 to be paid because there is no other explanation for how this mower arrived damaged when their driver signed a form verifying it was in good condition when he picked it up. Whether their drivers are encouraged to be in and out of stops as quickly as possible, or if their driver knew the unit was damaged and did not want to wait for inspection, the driver should give the recipient an "un-rushed" opportunity to inspect the delivery before requesting a signature from the recipient. Further, our pictures document the delivery and it makes no sense that we could have damaged the mower and put it on a different pallet AFTER it left here. I fully believe the claim was denied because the amount is not large enough to warrant litigation.

Business

Response:

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]

Consumer

Response:

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,

Review: I ordered over $10,000 worth of marble and tile to remodel a home and called Estes on April 9, 2014 to schedule the delivery. They told me to be at home on Monday April 14 between 11am and 5pm for delivery. When 5pm came and went I called Estes to see if they needed to reschedule and was told that my shipment had been sent to a salvage yard in Virginia and was "now the property of Estes". I never authorized this and neither did the company that provided the goods. When I contacted Estes to resolve this, they completely ignored me for ten (10) days. I have asked for the contact information for an Estes employee to file a claim. This request was ignored. I requested the shipment be rerouted from the salvage yard to my home. That request was ignored. I requested any evidence that I, or [redacted], signed any form authorizing the disposal of a very expensive shipment. That request has also been ignored.

Today is the tenth day of being ignored so I am filing this complaint with the Revdex.com. I have lost well over $10,000 due to Estes and I am simply being ignored. I scheduled the delivery. I hired people to wait around all day and help me with the delivery. The delivery never showed up and now I fear it's gone for good. I can't believe they would just completely ignore me. This needs to be resolved.Desired Settlement: Either:

A) Reroute the goods to my house and deliver them in original condition, or;

B) Refund me for the cost of goods

Business

Response:

Dispositon of the freight was give to us by the shipper ([redacted]). However, a claim form can be found on our website or you can call [redacted] ext [redacted] to get one faxed or emailed to you.

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.

I have requested proof, in the form of a signed form authorizing the salvage of the shipment by either an authorized [redacted] or [redacted] employee. I keep being told it was "authorized" by [redacted] but continue to recieve absoloutely no proof as to why [redacted] would throw out ~$14,000 worth of their product that was to be delivered to me. This entire claim by Estes is not only illogical but unfounded as well.

Regards,

Review: This company has complete disregard for proper business ethics. We utilized this company to ship merchandise and will never use this company again. They did not follow the special instructions given when shipping our merchandise, not to [redacted]... When the shipment arrived the boxes were stacked three high. When the driver was asked for permission to inspect the product, the request was denied. I feel that this company needs to establish a solid satisfaction guarantee to the client. I will never put myself through such turmoil again, and I don't think anyone that wants a complete hassle free service should hire this company. A claim was submitted with the company immediately after the boxes were broken and evident damage was noticed. The claim was immediately declined due to a "clear delivery". When asked to define the meaning of "clean delivery", they replied "You should have stated damage at the time of signing for the shipment arrival". We were advised contrary by the driver. Damages to the merchandise were noted and pictures were taken. Unfortunately, the product was unrepairable and when a full refund was requested, it was denied through their claim's department. They get an F grade in my opinion.Desired Settlement: A full refund was requested to their claim's department and denied immediately after. It was evident that no real or serious investigations take place when considering a true claim resulting in a positive turnout. They took no action other than a simple yet unacceptable No. A refund in the amount previously requested of $1524.80 will satisfy our complaint.

Business

Response:

I have reviewed this complaint. It is the consignee's responsbility to sign for any damages or shortages at time of delivery. After the freight is signed for in good order, carrier liability ends.

After careful review, this is a valid declination and our decision remains the same as previously stated.

Let me know if you have any questions.

Thank you,

Claims Supervisor

Estes Express Lines

Worst customer service I ever had. I ordered icemaker worth $5500.00 which was badly damaged. The delivery guy was in so much rush that he did not wait for us to make sure ice maker is not damaged. We file for claim which was denied. It is over a month I have been trying to get hold of claim investigator but she never replies to my email or call me back. So tired of leaving voice mails and writing emails. I called again today to see if I get some help from her supervisor.

Review: I am the receptionist at a salon, and we ordered a vending machine that Estes delivered, upon checking the machine and having the driver leave, we then noticed when it was being brought inside that the top of machine has a huge dent on the top that only a person over 6 foot can see, which was the electrician that came to move it and hook it up. Estes is denying the claim to fix it or pay us damages, due to the fact that we threw out the packaging and moved it inside. NONE of this was told to us in the claims process. At this point they are ignoring my attempts to contact them by phone . We were not aware that an indoor vending machine needed to remain outside in it's packaging to acquire further damage in order to have a claim settled. I would like to be able to repair the machine, and they are not offering an amount to do that. I find their lack of response or willingness to settle this matter after 3 months, to be bad business.Desired Settlement: We would just like a settlement to reflect the amount to fix or replace the top portion of the machine.

Business

Response:

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

Thank you,

Claim 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.

[the estes claim # is [redacted] pro # [redacted]

Regards,

Business

Response:

This complaint is in regards to Estes Claim #[redacted]. After review I have noticed that we have settled this claim with the customer for a compromise payment.

We consider this matter closed.

Let me know if you have any questions.

Thank you,

Claims Supervisor

Consumer

Response:

[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.]

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,

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.

Review: Estes Express accepted a bid to make a delivery of heavy equipment ($25,000 [redacted]) to a rural residential location with full knowledge that there was no loading dock. They continue to send an 18 wheeler to the location who cannot make the delivery even after repeated phone calls and conversations. Estes dispatcher (none of the personnel will identify themselves) acknowledged that a smaller truck needs to be used to make the delivery.Their lack of attention to detail raises concerns about how the heavy equipment is being handled and stored and what damages have occurred since the equipment has been in their possession. As of today, December 31st, 2015 my equipment has still not been delivered.Desired Settlement: The business has an obligation to fulfill their contract to deliver my equipment ($25,000 [redacted]) in good condition. $594.84 is the freight charge assessed by Estes.

Business

Response:

Please advise the Estes pro number so we can contact the local terminal manager.

Thank you,

Heather W[redacted]

Estes Express Lines

Review: I have use this company to deliver my furniture to my new home in [redacted]. Upon arrival of my furniture I saw that a lot of my things have been broken. Specially my antique cabinet which is worth a lot to me. I have filed a claim with the company "Claim No: [redacted]" but I was denied. I'm very frustrated with their service. First they made me wait for my furniture 3 hours after the appointment where I had already hired people to help me unload. Then afterwards they push me to sign the release form before I could properly inspect my furniture. After filing a claim they made me wait for over a month without any word. Then out of the blue I was denied. Not even having them come by and take a look at the damages. I have sent pictures with my complain and that still was ignored.Desired Settlement: I would like them to pay for the damages they have caused.

Business

Response:

This complaint is in regards to Estes Claim #[redacted]. The freight was signed for in good order at time of delivery. A letter has been sent to the broker regarding this claim. Our position is that this freight delivered clear and complete as signed for.Thank you, [redacted]

Review: This Revdex.com complaint is to resolve a billing dispute. I was quoted one price then, just before my shipment was delivered, the price had more than doubled. Now I've received 2 additional bills with different amounts, that I shouldn't have been billed. Here are the facts:

On 10/16/2013 I received quote [redacted] for $444.96 from xxx in ** to move my son’s household goods from his residence there to my home in ** as he was moving. To complete the quote, I was asked by xxx:

• Whether both pick-up and drop-off locations were residential, my answer was “yes” and I gave her addresses to both locations.

• What was the type of goods being shipped? I answered “common household goods”. She told me then she would apply code #50 to my shipment.

• What did I estimate the weight to be? My answer was “500 pounds”.

• Would we need to have lift gates on the truck to pick-up and deliver our son’s pallet? My answer was “yes”

xxx gave me the quote number via telephone and said she would send the quote immediately over to the terminal manager. She then provided me the phone number to contact XXX, the terminal manager in **, to schedule the pick-up.

I immediately called XXX and confirmed with him that he had obtained my quote #6762069. During this conversation I confirmed with him that my quote pricing included:

• pick-up and delivery at both residential site addresses

• estimated weight

• lift gates to be used at the pick-up and delivery locations

He then asked me to fill out Bill of Lading, which I received from xX, and return it to him. He ended the conversation telling me that pick-up would occur between noon and 5pm the next day and that he would contact me if pricing changed.

In the Bill of Lading email I sent to XXX, I confirmed the pick-up and delivery location AND once again, requested that he contact me once they had weighed the pallet to confirm all billing costs per the quote I received. I did not receive a call from anyone in **, so I was left to believe quoted pricing HAD NOT CHANGED.

I received a call from an Estes driver within a week to let me know he was on his way and that the amount of money I owed was more than twice the amount I was quoted. When I balked at this issue, I was asked to contact XyXy at Estes in **. XyXy informed me that my quote did NOT include residential pick-up and delivery charges OR lift gate charges at both sites, and the delivery ALSO exceeded the estimated weight by 114 pounds. When I conveyed to XyXy that I had confirmed all of these costs, several times before the process began, she advised me to make out my check for the amount on the quote, that she would take care of this and adjust the billing according to the quote I received. The delivery was made within 30 minutes of that call on 10/22 as a result.

I believed all had been taken care of, as I was told by XyXy it would be, until I received another call from XyXy on 11/7 telling me that I owed another $446.07 for residential pick-up and delivery, lift gate charges, and weight under-estimation all which was NOT included within the original quote. When I disagreed with her, she told me she would call me back. Two days later, I received two bills. One bill is for $446.07 and the other is for $419.07. I have already paid for delivery of this shipment.Desired Settlement: Remove and eliminate ALL billing that is over and above what I have already paid according to the quoted price for this delivery.

Business

Response:

Please advise the pro number (freight bill number) so I can investigate this complaint.

Thank you,

Estes Express Lines

Consumer

Response:

I have received a request for more information made by the business in reference to complaint ID [redacted]. The PRO Number requested is: [redacted]

Regards,

Business

Response:

We will void out the remainder of the bill.

Thank you,

Estes Express Lines

Review: Poorest Service

I ordered some scaffolding from [redacted]. The package was given to Estes-Express PRO # [redacted] The package arrived the [redacted] terminal on 09/19/2014. I received a call on Wednesday the 24th, that the package would be delivered on Thursday 09/25/2014. I stayed home all day waiting for this package - no PHONE call received on Thursday. I had a job to do over the weekend so waited for nothing. Finally as I am on the road to rent an a scissor lift, I got a call from an Estes driver on 09/26/2014!!!! That is Friday not Thursday!! Return to sender - Poorest Service I have ever received from a trucking company.Desired Settlement: An apology would do, but really I'll never use Estes Express if I have any prior knowledge that they are the deliverer.

Business

Response:

We apologize for any delay in getting this shipment to you.

Thank you,

Consumer

Response:

Apology accepted. I will refuse to do business with companies that use Estes for my deliveries.

Review: I purchased an elliptical and a few other items on April 7, 2014 from [redacted]. The ordering process from [redacted] was excellent but that was the last positive experience I endured with this transaction.

My order shipped on April 8, 2014 and everything NOT being delivered by Estes [redacted] arrived in a timely manner. The elliptical unfortunately was sent by Estes [redacted] and as of yet the item hasn’t arrived.

On April 17, 2014 I received a call to schedule delivery, the first available date was April 23, 2014 but I wasn’t available due to other obligations. The next date was April 25, 2014 and I rearranged my schedule to accommodate delivery.

On April 24, 2014 at 7:19PM I received a call from Estes [redacted] stating they hadn’t received confirmation from the delivery company and wanted to reschedule my appointment. I informed the representative that I rearranged my schedule for delivery and needed the item on Friday. The caller stated they would escalate the issue and I would receive a call back.

I contacted [redacted] to make sure I would receive a full refund if the item wasn’t delivered and requested they escalate the issue as well. Estes [redacted] didn’t provide a timeframe in regards to when I would receive a return phone call therefore I contacted them an hour later to inquire about the shipment. The representative that answered the line stated they were working on the situation and I should call back on April 25, 2014.

I contacted Estes [redacted] again on April 25, 2014 around 10am and was told they were working on the issue and someone would contact me back shortly. I didn’t receive a return phone call and contacted Estes [redacted] a second time at 1pm. Once again I was told they were working on the issue and someone would call me back shortly. More than two hours pasted and I still hadn’t received a call so I contacted Estes [redacted] a third time at 3:45pm. Again I was told they were working on the situation and someone would call me. I informed the representative that due to the time I didn’t think anything would be delivered nor did I believe anyone was going to call. She agreed that nothing would be delivered and stated the next available date was May 2, 2014. She felt the item would be delivered sooner but didn’t know when and said someone would call me.Desired Settlement: I will not wait until May 2, 2014 to have this item delivered, if [redacted] wants to complete this transaction and Estes [redacted] wants to get paid for delivery this needs to be resolved on or before Wednesday April 30, 2014. I have rearranged my schedule for the last time and waited a very long time for this item. Therefore I need the item dropped off before 10am, I don’t need the item assembled but I do want what I paid $179.00 for. If my request can’t be accommodated for any reason, Estes [redacted] can ship the item back to [redacted] and I’ll never do business with either company in the future.

Business

Response:

We are working with our installs company to get in touch with the customer to resolve this matter to their satisfaction.

Thank you,

Claims Supervisor

Estes Express Lines

Consumer

Response:

[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.]

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

Regards,

Review: I ordered a 4 piece lanal patio furniture from target which was handled by this business. They received it a month ago and when I call they keep telling me someone will deliver it. It has been a month of lip service and being put on hold for hours a day and I need help getting my product. the tracking number is [redacted] with efw. the name the purchase is under for this company is [redacted]Desired Settlement: I want my product asap

Business

Response:

The tracking number given is not valid. Please contact EFW claims supervisor:[redacted] – Supervisor EFW Corporate Administration Estes Forwarding Worldwide (EFW) | OFFICE: 855-433-9669 Ext 4596She will be able to assist you.Thank you, [redacted]Claims Dept.

Consumer

Response:

I have reviewed the offer and/or response 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 for filing claim

Regards,

Business

Response:

See previous message to contact [redacted], manager of the EFW Claims Dept. She will help guide you through the claims process.Thank you,[redacted]Claims Dept.

Review: I paid for delivery of a treadmill. I spoke with a representative on several occasions regarding this delivery (including getting insurance information from them so that when they delivered the treadmill they would be insured if they messed up the HALL WALLS or THE ELEVATORS. On the day of the delivery they refuse to deliver the trad I'll to my door. They say the will only deliver the treadmill to the curb. NEVER, NEVER did anyone tell me that they would refuse to deliver to my apartment on the 8TH FLOOR! Not when I purchased it, not when I spoke with the rep to get INSURANCE INFORMATION from them and not when they called to confirm delivery (including to my apartment ON THE 8TH FLOOR). I WAS NEVER TOLD THEY WOULD REFUSE TO DELIVER THE TREADMILL TO MY APARTMENT. I Paid full price for full delivery and they refused to deliver it. I called them and tried to get a refund, but they refused. They have been paid and don't care. In addition the treadmill arrived cracked and something is rattling around inside of it.Desired Settlement: I did not ask to have treadmill tossed at my curb. I paid to have it delivered to my apartment, and went to the trouble to get insurance so that you would not mess up my apartment and building walls during the delivery process. To say too bad we didn't deliver and we don't care about your problems is unacceptable.

Business

Response:

This complaint is in regards to pro number [redacted]. We regret any problems with this delivery. Please contact [redacted], the shipper and company this was bought from and they will file claim on their customers behalf.

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.

The treadmill was delivered by [redacted], not [redacted].

Regards,

I'm 72 years old and have worked with many delivery services and express lines. This is by far the worst I've ever used.

I'm a VA caregiver for a paralyzed vet, I assisted him in ordering a storage shed from [redacted]. The shed was via Estes express lines. The shed was coming to Glendale,az and was in Phoenix,az ,on the internet web site, on 4/12 2015.

On Monday afternoon I called Estes express lines to check on delivery as the web site said delivery on 14 or 15. My wife had a doctors appointment on the 14 so want to see about when. Was told it was to be delivered on the 14th. My wife changed her appointment to the 15th.

Monday afternoon 13th called estes express lines in Phoenix,az and was told it would be delivered on the 14th. It also appeared on line as delivery on 4/14. 11:30 on 14th called Estes and was told the order was for delivery on the 14th but they didn't see an out for delivery notice. Told to contact [redacted] at extention [redacted]. did so and she told me I hadn't called them to schedule a delivery.I had called on the 13th even though [redacted] said they were to call me and they didn't. [redacted] would not schedule a delivery around my wifes doctors visit on the 15th so they will hold it till 16th.

When I called them on the 14th to check on delivery at 11:30 AM was put on hold, at 12:00pm I was hung up on. Had to call back and leave a message for [redacted]

Last time anyone should have to deal with Estes express lines in Phoenix,az

Review: Issue #1

I ordered a product on the [redacted] website. The shipment was contracted with Estes Express Lines. A tracking number was provided to me to track the product on the Estes Express Lines website. The site gave me an ETA for delivery. But when the time came to receive the product, the site no longer had deliever status available. Days later there was no product delivered. I finally called Estes to find out what had happened. To my surprise, I was told that they were waiting for me to call to schedule the delivery locally! But there was a problem. The product was shipped to Illinois, but the delivery address was supposed to be New Jersey. How they got a Illinois address is a mystery. So I had to wait for another week or so to receive the shipment. Had I not called Estes directly, I would have waited even longer.

Issue #2

Two weeks ago, I ordered another product on the [redacted] site. Estes Express Lines again was handling the shipment. This time Estes Tracking information stated that the product was delivered but I never received it. I called Estes and found out that "Delivered" for them means that their local terminal received the product and that the customer would be contacted to schedule a delivery!! So I was told to wait for the next day and I would get a call. The next day came, no calls.

My experience with Estes Express Lines has been very frustrating. Their service is very unreliable and it is a poor reflection on [redacted] customer service.Desired Settlement: Update your tracking system to give customers consistent and reliable information.

It's fine if Estes Express Lines has a definition for "Delivered" status different than what it usually means, then please have a status description or comment to explain what the status means.

Business

Response:

I show both orders delivered clear and in good order. Let me know if you have any questions.Thank you,

[redacted]Estes Express Lines

Consumer

Response:

I have reviewed the offer and/or response 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.

The company is completely ignoring the issue. The packages were delivered, but late and after the company gave incorrect information on their website. They shipped my product to the wrong state. They need to explain what measures they will put in place to ensure better customer service going forward.

Regards,

Business

Response:

We apologize for any delay and will address the issues internally.Thank you,[redacted]

Worst Company Ever! No exaggeration here. They were supposed to deliver our closet and they never called or showed up. I had to call them, then they promised it would be delivered the next day. Same thing, no call and no one showed up. This went for three days, then I asked to speak to an Operations Manager. Told he was busy and said he would call back. They never called back, called them again on Monday. They said they would have it delivered on Tuesday, same thing no one showed and no one called. This went on for another week until we were told they lost our order! Why didn't they just say that in the first place!!