ComplaintsforWestern Express
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Complaint Details
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Initial Complaint
09/10/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I am not liable for this debt with western express. I don't a contract with the collection agency. They did not provide with the original contract as i requested.Business response
09/10/2024
It appears that this complaint relates to an employment agreement, which is outside the scope of the BBB.Business response
09/10/2024
The contract that was turned over to collections is based on an employment agreement. I have attached a copy of that document, which may be provided to the driver.Initial Complaint
08/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In May 2024, a Western Express **** (the "Company") driver hit my parked car. I ran several blocks and was able to catch up to the driver due to a red light. I told him he hit my car and requested he park so we can discuss the details but he did not and drove off. We promptly called the police and the Company. We filed a report and was told by the Company we should have our situation resolved after 8 weeks. We received an estimate from the car shop and included it in our package of documents and pictures to the Company. It has now been 12 weeks with very, very limited communication from the Company and quite frankly, nasty and non-responsive responses from the representative working at the Company who claims to be handling our claim. The matter is taking longer than expected and we are very unsatisfied with their responses to our many email communications. The representative working the claim will not give us an appropriate timeframe and at this point, that's what we are seeking. This claim has over $2K worth of damage.Business response
08/08/2024
The complainant is not a customer of **********************. This complaint stems from a third party claim filed by the owner of a vehicle. Further, Western Express is a trucking company, not an insurance company. Third party claims are addressed in the order that they are received. Supports for the claim were not received until August 1st. It has only been 7 days. This complainant is not the registered owner of that vehicle and has no standing in this claim. We only discuss claims with the actual property owners. This complaint has no merit.Business response
08/09/2024
This complainant is not a customer of **********************. He alleges that he is the spouse of a third party tort claimant. That claimant alleges that a Western Express truck damaged her personal vehicle. The claim has been processed and is being investigated now. This complainant has no legal standing in the claim and is merely filing BBB complaints in an effort to expedite the investigation. The claim was only filed on August 1. It takes time to verify all of the allegations and the claim is being worked in the order that it was received.Customer response
09/12/2024
Complaint: 22107157
I am rejecting this response because: it's not true. I don't claim to be married to my wife; I am married to my wife. We actually filed the complaint on May 21, 2024, after receiving an email from a Property Damage Processor on May 20, 2024 with a claim number. Her exact words were, "Your supports are being uploaded". We did not hear back from Western Express until we emailed them on June 28, 2024 and several days later on July 3, 2024, we received a response saying reach out to the adjuster. The adjuster then reached out to saying she was still working "toward this claim" and had the repairs been done. I replied back saying we can't afford to get it done ourselves. After some limited back and forth, we follow up yet again on August 6, 2024 and receive a slightly snarky response saying, essentially, she was swamped and I can understand that but that is when we filed the BBB complaint. I don't see where August 1, 2024 as the date the complaint was filed comes into play. Then, we submitted a supplemental demand requesting full payment because Western Express lowballed our claim by more than $500 by suggesting our dealer was charging too much on parts, meanwhile the **** on any website was the same amount charged on the estimate the dealer provided. One last note: on August 26, 2024 we wrote to the adjuster requesting a response and again on August 30, 2024 and then again yesterday, September 12, 2024 with no response.All we want is to get the work done and it's been since May that we have been dealing with this.
Sincerely,
*********************Business response
09/12/2024
Again, the complainant has no legal standing in this claim. A settlement offer was made in August. The complainant was told that the offer would be reconsidered if and when repairs are made and proof of payment for those repairs are provided. The offer will not be increased until then. The owner's other option is to file a lawsuit or file the claim through their own insurance company.Initial Complaint
07/23/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Western Express, *** has displayed derogatory behavior, dishonest business practices, discriminatory remarks, and fraudulent practices. Western Express, *** is stealing from people and settling insurance claims less than half of what should be paid out to claimants. They harass and bully claimants, are unprofessional, and make discriminatory remarks towards claimants. This is a pattern that many companies are experiencing with them. They refused to answer the phone to the repair shop to verify payment for weeks. They are letting negligent drivers operate semi-trucks and not cooperating or reprimanding continued hazardous behavior. Our driver paid $1472.89 for a mirror replacement after a negligent Western Express driver backed into her. Western Express refused to answer the phone to the repair shop to verify payment for weeks and reimbursed us only $800. They are doing this to claimants regularly and this behavior needs to stop.Business response
07/23/2024
This is a third party property damage claim submitted to our company by the complainant. The documents that were submitted with the claim contained an estimate from a non-existent, unlicensed auto body shop. We have seen estimates from this shop, submitted to our office in previous claims. The body shop's address is non existent, the telephone number to the shop is disconnected and there is no business license on file for it. The claimant never produced proof of payment to the shop where they allege the repairs were completed. In absence of a legitimate repair invoice or proof of payment to a legitimate repair shop, our adjuster was required to search for and locate the replacement parts and median labor rate and standard repair time for that area of the country. A fair offer was made and the claimant signed the release of all claims. Payment was processed and the claim is now closed.Initial Complaint
08/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Western Express trucks are being routed through my small neighborhood and on 2 occasions trucks have struck my property causing damage. The street isnt big enough to support a full tractor/trailer making a turn onto our street.On 8/2/23 at around 4:45 PM a western express truck turned left from main street onto ***** street and struck my tree's causing several limbs to break off. The truck also drove through the area where my cars would normally be parked (luckily, we were not home).On 07/01/23 at around 3:54 PM a western express truck turning right onto main street from ***** St wedged his trailer against a utility pole, the driver continued to move the truck against the utility pole which in turn ripped utilities and lines off of my home causing damage to the siding. The driver also left the scene of this accident and drove 2 miles away to a neighboring community where I confronted the driver and called the police.Business response
09/05/2023
This event was investigated by Western Express, ***** the driver identified, and any affected members of the public were notified of how to seek resolution. The driver involved was deviating from the assigned routing and has been counseled for this action. The homeowner was provided the information necessary to file a claim for property damage, which claim would then be evaluated and compensation, if necessary, made to the homeowner.
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Contact Information
Customer Complaints Summary
8 total complaints in the last 3 years.
7 complaints closed in the last 12 months.