Estes Express Lines

Review: The promised delivery date was not honored, despite having made an appointment for delivery. After I contacted the company on Thursday and made an appointment for a very specific delivery date and time, I was expecting the item to be delivered as promised--Friday between 2-4 pm. Not only did I take the afternoon off work so I could be at home waiting for the delivery but I also arranged for a crew of people to come during the weekend to construct the greenhouse and set up the plumbing, heating, etc. for the structure. When I called at 5:30 on Friday afternoon, I was told that there was no note on the invoice, therefore the item was "never loaded on the truck" and there was "nothing that could be done except for the item to be sent out on Monday.

I was obviously annoyed and relayed this in no uncertain terms. This treatment was completely unacceptable and the delay was in fact costing me a great deal of time and money that was unable to be regained. Additionally, I will now have to take Monday off from work as well, to wait around again for a possible delivery. I inquired as to what kind of guarantee I had that I could get this item on Monday, since obviously the company cannot keep their shipping in line. Instead of being assured in some fashion that the oversight was a one time occurrence, I was chastised because the representative thought I was "mean."

Customer service was sorely lacking from Estes. The representative was more annoyed at my frustration that concerned with rectifying the issue. He actually told me that if I were nicer, he would deliver it to me on his personal vehicle but that, since I was being so "rude," it would be coming as the last possible delivery on Monday, despite the fact that the delivery date was arranged between 2-4 on Friday afternoon. Apparently, the company expects customers to be pleasant and cheerful when promises are broken and will only provide quality service to clients who show no annoyance at being jerked around.Desired Settlement: I want my tem delivered.

Business

Response:

The freight is scheduled to be delivered today.We are sorry for any problems you experienced.Thank you,[redacted]Claims Dept.

Review: Note: This situation began as a delivery complaint and developed into a customer service complaint due to the [redacted] manager's total disregard of customer service. Estes shipped a large parcel for me and scheduled a delivery for Friday, June 28 between 11am-3pm. On June 28 at 2:45 pm, as the delivery window was closing, I called Estes for an update. At that time, I was told the truck would arrive in 15-45 minutes. An hour later (3:45pm) I called again and was told the truck would arrive in 20-30 minutes. I called half an hour later (4:15pm) and was told it would be 20 minutes until the delivery. I asked to speak with the manager to discuss the delay, and was told he had left the office for the day. The delivery did not take place until 4:55pm, nearly two hours after the scheduled delivery window and with no updates provided by Estes. This delay caused me to miss two business meetings and waste most of my Friday waiting for the delivery.I called Estes the following Monday (July 1) to speak with the manager, but he was not in the office so I left a voicemail for him requesting an explanation and consideration for the delay. After no response, I called Estes again on July 3 and spoke with a person who assured me they would have the manager follow up with me. Again there was no response, so I called the Estes corporate office on July 8. The corporate office said they would make sure the local manager called me. Now it is a month later and I still have had no response from the manager of Estes [redacted] facility.Not providing a customer some type of consideration for their time is a poor business practice, especially since the delivery was very late. However, ignoring customer calls, perhaps hoping I would give up, is terrible. I strongly encourage others to not use Estes [redacted] facility, as the manager has complete disregard for customer service.Desired Settlement: I would like a partial refund of my payment for the delay in the delivery (and cancellation of two business meetings) as well as the amount of time I have spent trying to contact the facility manager subsequent to the delivery. A fair amount is $200, a quarter of the cost of the shipment.

Business

Response:

I have reviewed the complaint as requested. Any request for freight charges reimbursement would need to come from [redacted], as they are the paying party to Estes Express Lines.

Thank you,

Claims Supervisor

Estes Express Lines

Review: this company was scheduled to deliver tile I had purchased through [redacted]. scheduling was extremely difficult due to my need to be in the bay area ([redacted]) where an elderly family member is in the hospital. [redacted] indicated they could deliver my tile today, october 3, between 10 a.m. and 2 p.m. this was a very inconvenient window, but I accepted it because I could still be in the bay area by 4 p.m., which was not ideal, but somewhat acceptable.this morning, I called estes to re-confirm the delivery window. I was assured the delivery would take place between 10 a.m. and 2 p.m.by 2:05 p.m., my delivery had not arrived. I called estes and was transferred to two people unrelated to my delivery. finally I was told the truck driver went rogue and decided to skip my delivery and drove much further south, to turlock, instead. I was told they'd be at my home by 2:40 (they said "in 30 minutes" and it was now 2:10). the truck finally arrived at 2:50 and they just sat there until I told them to get the tile out of the truck and put it in my garage.they took their time, and handed me a delivery receipt to sign, which I signed quickly as I was trying to leave! I was already an hour late for what I needed to do! I went inside my house to lock up and saw their truck was still in my driveway and they were taking pictures of my house!!!i went out and told them to get their truck out of my driveway and they wouldn't. I told them i'd call the police if they didn't leave.finally they left, but not after wanting to make excuses for why they didn't follow instructions. TOTALLY UNACCEPTABLE!!! they violated the law by not honoring the delivery window, and at no time did ANYBODY from their company call me!Desired Settlement: I can take them to small claims court for restitution of up to $500. I would advise them to simply send that check to me, as i'm certain they will end up paying it anyway, becuase I doubt they'd show up to court on time!

Business

Response:

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

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.

tracking number [redacted]

Regards,

Business

Response:

pro number [redacted]

We have reviewed your complaint as requested.

Your complaint outlines charges that are special damages and are not recoverable unless the carrier is given prior notification of those in the bill of lading contract of carriage.

Every effort is made to supply our customers with the service required to maintain business and allow for all customers to satisfy their schedules. It is not always possible to perform within time constraints and there was no contractual agreement prior to tender that would bind us to this liability.

In the absence of an enforceable contract for delivering at a particular time and covering the special circumstances there would be no carrier liability.

We apologize for any problems with this delivery.

Thank you,

Claims Supervisor

Estes Express Lines

Consumer

Response:

estes is apparently not familiar with the law in california governing delivery windows. I expect more .than a ridiculous blanket statement from them, as they clearly violated the law. they violated the law willfullty. when I called the company represented stated the driver did not follow the instructions he was given to make my delivery PRIOR to making a delivery in turlock.

SB 101 (Lockyer) 4 Hour Delivery Law

Chapter 1075, Statutes of 1989

Effective January 1, 1990

(Civil Code Section 1722)

Whenever a contract is entered into for the sale of merchandise to be delivered at a later date, this bill requires retailers (with 25 or more employees) to specify a four-hour time period. This applies when the presence of the consumer is required at the time of delivery. The retailer may specify this four-hour time period either at the time of sale or a later date. If the merchandise is not delivered within that four-hour period (except for delays caused by unforeseen or unavoidable occurrences beyond the retailer's control), the consumer may bring an action in small claims court against the retailer for lost wages, expenses incurred, or other actual damages up to $500.

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: [redacted] has shipped with this company for the past 7 years and has always paid them on time . periodically this company loses or damages our freight , we spend them time to file freight claims and while they send acknowledgements on the claims they never process the claims. from march 20 2015 to September 17 2015 we have given them over $ 750,000 in business and paid every freight bill. we have filed claims in the amount of $ 8,421.24 and they simply ignore them as if they do not exist . they make you chase them in hopes you will just go away. we want to be paidDesired Settlement: we want to be paid

Business

Response:

All claims have been reviewed and determined to be valid declinations. Thank you,

Consumer

Response:

response is not adequate, she does not list claim numbers that have been rejected, she does not address the fact that we send the below and have had no response , request she advised claim numbers declined, the reasons and why we have not received any notification , also requests she deals with the claims that have not been addressed. below is the full list. Yvonne, the following claims are open [redacted] certified letter written to estes april 11, no response not paid [redacted] not paid[redacted] certified letter written to estes may 22, no response not paid[redacted]certified letter written to estes july 20 , no response not paid[redacted]- not paid[redacted] not paid[redacted] not paid[redacted] certified letter written august 16 , no response not paid [redacted] not paid [redacted] not paid [redacted]-not paid [redacted]-not paid 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 of why you are not satisfied with this resolution.]Regards,[redacted]

Business

Response:

We have reviewed the claims and we are not liable. We have given all the information to the claimant for the reasons of declination.Thank you,[redacted]

Consumer

Response:

Their answer is not an answer. they need to deal with each claim individually, not make such a blanket statement, please have them reference each and every claim number individually and provide a legal explanation as to why they have denied each and every claim. Thank you [redacted]

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 of why you are not satisfied with this resolution.]Regards,[redacted]

Review: HORRIBLE DELIVERY of online order!!!!! NEVER, NEVER, NEVER, NEVER order anything If it is shipped by this company in LOXLEY, AL AGAIN! Not only was it set to deliver at 1pm (PER DELIVERY CO, not me!) ...the window was between 1p-3p and I was told it would be here around 1pm! By 3pm - no freight, I called!! YES, I HAD TO CALL because NO ONE CALLED ME! I was told he was behind and there had been an issue. I asked if they could call driver to find out info and when he would be here as I had help that had been waiting ALL DAY TO HELP at this point! NO ONE AGAIN CALLED ME BACK...I called them at 3:15pm and all the guy could say was "yes maam"! He said driver was at Home Depot. I live 5 min from HD!! I was livid and yelling at him, he hung up on me. He was in NO WAY offering any help or offering to find out any further information!!! I called back and was told he would be here shortly. By 3:40pm NO DRIVER...NO CALL!!!!! My help had to leave and I had an appt. at 5pm! I was livid. I was not nice on phone. Had to call back AGAIN as I was hung up on and ask for MGR - [redacted]..ANOTHER UNPROFESSIONAL MAN - said driver "new" and all freight was loaded in front of mine and he wouldn't be here until 445pm or later!!!!!!!! I asked why this NEW driver who is clearly inexperienced was left unsupervised on his run?? He said he had already cleared the training program that he needed to and would not discuss his training practice with me??!!! I said clearly this one may need some extra help if he is now almost 4 hrs OFF SCHEDULE? [redacted] said "we've made some mistakes today but he will deliver when he can to you" --- THIS WAS SUPPOSED TO BE OK???? WOW< I've NEVER HAD THIS POOR OF CUSTOMER SERVICE!

I called HD - equally as uninterested in helping but at this [redacted]e it is 4:15pm and STILL NO FREIGHT!!!! AFTER 5min on phone, truck comes down street. Driver obviously inexperienced!!! Barely able to maneuver short truck in large cul-dul-sac! Our garbage truck is larger and they have no issue at all! He shows up and our freight is on the side - NOT BLOCKED IN like we were told previously by both guy at freight company AND MGR [redacted] and that was why he couldn't deliver to us first!!!! DRIVER SAID that is where it was loaded from HD....so Estes lied - both 1st guy AND MGR [redacted]!~~!! THEN, Driver says - THEY NEVER GAVE ME A [redacted]E TO BE HERE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! He did not help us get it in driveway but he did help lift it on to the roller in the drive....my husband alone had to get it from back of truck 25 ft to drive cause the guy can't drive his truck any better! I thought it was CURBSIDE....not middle of the cul-du-sac because I cannot drive a semi service! I then received a call from the it I had spoken to 4 [redacted]es earlier today and he hung up on me twice ===asking if I had received my delivery!!!!! I said yes, and funny thing, driver had it loaded on the side, so it was NOT blocked in like you both lied to me about AND driver said YOU NEVER GAVE HIM A [redacted]E TO BE HERE!!!!!!!!!!!!! His response in a confused manner "oh ..really?" I said "YES< that was exactly my response when I heard it" he said well, you got it now so ---- I HUNG UP!!!!!!!!!. WOOOOOOOOOOOOWWWWWWWWWWWWWW THis is UNACCEPTABLE!!!! If HD is going to use this company, I am NOW A LOWES customer!!!!!!!!!!!!!!! Furious at ESTES delivery and HD customer service! Will NO LONGER ORDER ANYTHING FROM HD again if they continue to use this company as a delivery service -----or LACK THERE OF! THIS COMPANY IN LOXLEY SHOULD NOT BE IN BUSINESS!!!!!!!!!!!!!!!!Desired Settlement: EXPLANATION OF WHY ESTES IS ALLOWED TO CONDUCT BUSINESS THIS WAY AND STILL BE IN GOOD STANDING IN Revdex.com??????? THIS IS COMPLETELY UNACCEPTABLE FOR A COMPANY!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!...⇄ I WILL NOT STOP HERE, I WILL CONTACT CORPORATE TOMORROW WITH THE SAME INFO!

Business

Response:

I will need the pro number to investigate this complaint.

Thank you,

Estes Express Lines

Review: Following is the text from an e-mail sent to EsteSure move.[redacted], Thank you for your correspondence and attention to my claim. Attached is the actual costs I have incurred as a result of your company's failure to protect my personal property from damage during my move. As you can see, my actual out of pocket expense amounted to $ 2027.41. Although I initially included the bedroom set in my claim, thankfully we were able to salvage it and are using the bedroom set. Not so for the sofa sectional and box-spring/mattress. I have included documentation regarding the purchase of the new furniture to replace the damaged as they could not be salvaged. Although I did not claim the expense (certainly outside the contract) for staying our first night in Missouri at an [redacted], I think it is important to point out as a concrete example of the inconvenience that your company's negligence caused. The next day we were able to buy and have a new mattress delivered so we could spend our 2nd night in our new apartment. I think the root cause of the damage is that your company is not adequately prepared to transport an individual's household items. Estes is essentially a commercial freight company. Of course that's why your contractual liability for damaged "freight" is expressed on a per pound basis. But my personal belongings are not freight. It can be argued in Small Claims Court that my actual damages be treated as such, as personal belongings, not freight. I think it is implicit in the contract that my personal property would be delivered undamaged; and any loss would be reimbursable at the actual costs incurred, not on a per pound basis as freight. That being said, I believe a fair settlement is $ 1899.22. This excludes the night spent at the [redacted] and only covers the actual costs incurred to replace the damaged furniture. Thanks you for your consideration in this matter. I await your response. [redacted]Desired Settlement: In the Complaint Description above, I have cut and pasted the text from an e-mail sent to Estes SureMove regarding damage to property during a move.Estes SureMove was negligent while transporting my household furniture from Michigan to Missouri. Some of the furniture was ruined and I had to replace. They have offer a $[redacted] settlement, which is not acceptable as my actual out of pocket losses are $1899.22. The company has been arrogant and unresponsive to my complaint.

Business

Response:

We have settled this claim amicably.

The customer has been informed of the payment details.

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

Worst company in the business. They came to pick up a treadmill twice and walked away twice. They are blaming [redacted] saying that its not packaged properly. [redacted] says since I'm the end user it's not my responsibility. Now they refuse to take my calls.

Review: filed 4 separate loss damage complaints with this company, they promised to pay 1 and never did . they ignore my letters and phone calllsDesired Settlement: payment of all outstanding freight claims

Business

Response:

We will need to know the Estes claim numbers or pro numbers to check into this complaint.Thank you,[redacted]Claims Supervisor

Consumer

Response:

Claim numbers:[redacted],[redacted],[redacted],[redacted]

Business

Response:

All claims listed are approved for settlement payment.Thank you, [redacted]Claims Supervisor Estes Express Lines

Consumer

Response:

can you have them clarify what claim numbers they are paying, how much they are paying for each and when the payments will be made.[redacted]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]

Review: Related to a complaint against [redacted], repeated failure to deliver the [redacted] provided installation folks that had no idea what they were doing. Return of unit delayed thrice now, company could not find a box for return, then pawned the return off to some local moving company that has no idea what is going on.Desired Settlement: Pick up the machine as requested by [redacted]. Stop screwing around waiting for the 30-day money back guarantee to expire. Get this done, give me my money back, and let me buy a treadmill from another vendor.

Business

Response:

Please advise the Estes pro number or tracking number for investigation of the complaint.

Thank you,

Consumer

Response:

Found what they are looking for. PRO number is [redacted].

This delivery company is the worst that you can have your order with.There associate that "halp you" over the phone are so unprofessional and mean that I was shock how someone I pay to make my delivery can treat me like that.The first time they call me, the lady on the phone was screaming at me instead of talking and when I call to ask when my order will be deliver they just hang up on me

I was very satisfied with the delivery I just received. The driver called to let me know he was on his way. When he arrived he was very nice and professional. He placed the shipment in the garage as I had requested with no problem. Thank you!!

Review: [redacted]I ordered a [redacted], which Estes Express delivered to me. The driver dropped off the cooler and forged my signature. I never signed for this cooler. This cooler I received was very damaged. I can prove what my signature looks like and can show that my signature is not the one on the paperwork. I have tried to get Estes to send me a new cooler and was told they will not and they will not do anything regarding a forged signature from there driver.Desired Settlement: I think the Business needs to send me a new cooler and fire this driver for forging my signature and lying about it to his boss. I paid roughly $1,300 for a brand new Metal Frio cooler. I will not settle for a damaged cooler. I paid for a new cooler and recieved a damaged cooler.

Business

Response:

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

Thank you,

Estes Express Lines

Claims Dept.

Review: Worst company in the business. They came to pick up a treadmill twice and walked away twice. They are blaming [redacted] saying that its not packaged properly. [redacted] says since I'm the end user it's not my responsibility. Now they refuse to take my calls. I've been trying to send this POS back for 2 months now. [redacted] FITNESS ([redacted]) is a rip-off and ESTES Shipping is very unprofessional and incompetent. STAY AWAY.Desired Settlement: They need to pick this item up. They made miss 2 days of work to wait for a 5 hour pickup window and both times they showed up with 1 single driver and both times the driver refused to pick the item up.

Business

Response:

Please advise the Estes pro number or freight bill number so we can research this complaint.
Thank you,

Consumer

Response:

ESTES refuses to provide me with any info. They use my address for tracking. The have NEVER provided me with anything but a hard time. They are incompetent unprofessional and very rude. They refuse to pick up my treadmill as required by [redacted] They have told me not to call them again and that my problem is not with them??? They are the ones refusing to pick up my item!!!

Business

Response:

[redacted] called from the business. She states that the pro number would be on the delivery receipt and that would be similar to a barcode used for [redacted] tracking.

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 spoke with the customer to talk about the issues concerning the pro number. He said that he can try and locate this number, but it was provided to him in November when this whole mess began. He did not understand the business saying they could not find him or look him up because the local store was able to look him this entire time with just his name, address, and phone number, so the business saying that there was no way to look him is a lie and they are just trying to ignore the situation. He believes that the business is just practices poor business practices because they are tired or dealing with him and do not want to deal with their incompetence.
The first time the business came out to pick up the items they only sent out one man to pick it up, he couldn’t do it on his own and refused to pick it up and then left. The second time the business went to pick it up the same man (from the first time) came and couldn’t pick it up on his own and refused to do so and left. It took a third time to have someone (again the same man as before) to come out, and this time he was able to pick it up. Yes the item has since been picked up but the business did nothing to help this customer during the process. He even said that if on the third time they had sent a different man or the same man and another worker to help him he would have understood. However, they did not do anything different throughout the entire process.

Review: we had some product delivered to my work by this trucking company, they had someone who does not work in the shipping department sign for it. after that person sign for it and they gave us a copy they filled out the documents they turn in, falsifying what we signed for . when I returned to find the product delivered I discovered it was missing some product, I have been working with different people in the claims department to resolve this but they are unwilling to admit that they did anything wrongDesired Settlement: I want the driver to be held responsible for falsifying documents, and the company to pay out the claim for the missing product

Business

Response:

The pro number in question delivered clear & complete. No exceptions were noted at time of delivery. We have fully investigated this claim and found we are not liable. We had offered 1/2 of the claim amount as a good faith compromise settlement offer, but it was rejected. The file remains declined as previously stated.

Thank you,

Heather W[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 of why you are not satisfied with this resolution.]

Regards,

as shown in the atached document the paperwork was filed out after we signed for it, still a falsification of a document that is illegal and makes the signature invalid

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 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. This is a loss that estates express should cover.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:

[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.

Thank you,

Claims Supervisor

Estes Express Lines

Review: We are importers of a food product from [redacted]. Our first shipment was detained at the border by the [redacted] for laboratory analysis, which is standard. Our Broker, [redacted], had our shipment placed on a skid and shipped it as "one pallet", weighing 600 lbs, on 1/17/2014 with Estes Express. Our broker chose this company and we put our faith in his choice. What was on the pallet was twenty bags of product, each weighing 10kg, and three white buckets of product, each weighing 10kg. We have documents from the [redacted] that verify the number of items they released for shipping. We also have proof of the weight verification of our pallet at the Estes Express [redacted] terminal, which was 565lbs. We were told the original weight of 600lbs was an estimate based on the known weight of the product plus the weight of the pallet. Our product was reloaded in [redacted], stopped in **, but was not unloaded. It was unloaded in [redacted] and reloaded there. Estes is claiming there is no weight verification from **. It arrived in [redacted], ** on 1/22/2014 weighing 260lbs, which is 305 pounds less than the weight obtained in [redacted].

First, they never called me to inform me the product had arrived in [redacted], and it was not listed as such on their tracking system. I called and they said the broker had us pay for delivery to a residence and that they could deliver it to me the next day, 1/23/2014. I explained that I didn't think we had paid for residential delivery. She, [redacted] in [redacted], put me on hold, came back and said it appeared there was no payment for a lift gate and that I would have to come for the shipment to the [redacted] terminal. I was traveling from [redacted]. When I arrived, they brought my pallet down a ramp on a forklift, and I thought it odd the top of the pallet was wobbling about, barely staying on the skid. The forklift driver lifted the top for me and there were only SIX of the TWENTY bags we paid for and had shipped with Estes Express. The three white buckets were also present. The forklift driver looked on his forklift computer and said the receiving weight on this pallet in [redacted] that morning was 260lbs. He reweighed right there for me and confirmed that weight. We both went in the office and he told the office staff the weight was "way off". Shari Kay printed off the weight verification for me from [redacted], but did not give me one from [redacted]. I had my busy toddler with me and didn't think to request it or a statement from them. Later I called and she said their weight was not recorded. I asked for a statement to be emailed or mailed, and even made the request with her supervisor, and I have not received anything.

I did file a claim and originally [redacted], the claims agent, responded that because the "pallet was intact" on delivery that they were not liable. I advised I would be getting our attorney involved if I didn't hear directly from her or her supervisor regarding the decision ( I have never been able to speak directly with her or her supervisor despite many attempts to do so). I got an email stating they would consider liability of $2.35/lb of product under their [redacted] Tariff Rules and advised me to resubmit my claim, requesting $2.35/lb. We had originally requested retail value of our product, but the partners at [redacted], [redacted] are in agreement to accept the purchase value of the product, which is $3.75/lb, plus prorated shipping reimbursement for the weight of the product actually delivered. I advised [redacted], via email, of our new request, and she responded that they will not consider any liability above $2.35/lb.

By the way, the weight of the missing 14 bags (10kg each) of product is 308lbs, which is consistent with the weight differences between [redacted] and [redacted].Desired Settlement: We want $3.75/lb of undelivered product. That would be 308lbs multiplied by $3.75. We also want shipping reimbursement for the actual weight that was delivered versus the weight we paid for. We paid for a 600lbs delivery and only got 260lbs.

Business

Response:

I will need the Estes Claim # or pro # in order to investigate this complaint.

Thank you,

Estes Express Lines

Consumer

Response:

Our claim and reference numbers: claim # [redacted], reference # [redacted]

Business

Response:

I have reviewed this complaint as requested. All shipments by Estes Express Lines follow our tariff. Our tariff has a maximum liability for each class. This freight moved at class 60, which has a maximum liability of $2.35 per pound. This is not unlike any other trucking company which also carries rules and regulations such as this. We do offer extra value coverage if your invoice cost exceeds our liability. This was not purchased on this shipment. After review, we have declined this claim until amended to the maximum liability listed above. I have reviewed this claim and find that it was worked correctly and the declination is valid.

Let me know if you have any questions.

Thank you,

Estes Express Lines

Review: I ordered a commercial lawn mower from [redacted] May 29 2015 online, [redacted] informed that it will ship by June 5th, I waited patiently for a telephone call from the trucking company that was to deliver the merchandise (Estes Express Line).

Since I haven't heard from Estes Express Line earlier that day June 8 2015, I decided to call them to get an appointment to have my order delivered, one of Estes Express Line phone reps gave me a time that they will deliver, and the time that was given was 8am to 12pm, I figured that will be okay, so I waited and now its12:30pm, haven't gotten a phone call letting me know that they are running late, my work schedule was compromise, so I called Estes Exprees Line and [redacted].

Estes Express Line said that they could deliver the merchandise by 2pm, I had to be at work by that time "not exceptable" I ask [redacted] could they deliver by 5pm they said "no" she wanted me to have her Mangaers name [redacted] . My customer compliant is why have the consumer to pick a schedule for delivery if you'll not going to keep a schedule, I was inconvience of my time waiting on a scheduled delivery that never happen.

Now I have to take the chance of not getting my merchandise for them not delivering or stolen because no was to recieve or sign for the delivery.Desired Settlement: The outcome should be that Estes Express Line deliver the product during the time they scheduled or don't have consumers to schedule a time. When Estes Express failed to fulfill the scheduled obligations Estes Express should deliver the merchandise even when its an inconvient for them the drivers and the company.

In my case I still haven't received mechandise.

Business

Response:

This complaint is in regards to pro [redacted] I show delivery was made clear and complete on 6/10/15.We apologize for any problems the customer felt they had regarding this delivery.Thank you,[redacted]

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,

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

I ordered a 55" tv from target a couple weeks ago I just received it today, thank god I looked at the tv because the box was opened and busted , the tv was busted so bad it looked like Estes played tennis off of my tv, I was so disappointed and that's not even the words to describe how mad I am right now right before Christmas! This is the worst freight company and I should of known better by the reviews but I thought maybe giving them a chance I would receive better service. They should NOT be in business and I will never have them ship anything again I'm better off paying someone to drag it across the world on a wagon then this company! Poor poor poor! And when I called they had no concern what so ever! I don't foresee your business surviving if you continue to trash customers belongings like you do!

Worst experience in all my life. their customer service is beyond screwed up. I actually considered using a thesaurus to look up words that mean the same as screwed up but only words I can think of are four letter words!! DO NOT USE THIS COMPANY EVER EVER EVER