ComplaintsforSaia LTL Freight

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Saia was to deliver 8 large pieces of equipment for my business. It was scheduled to be delivered in mid September. I called them to coordinate the date and time and they said that they could not deliver because they do not have (1) a flatbed truck and forklift and (2) men to deliver. They told me I need to either carry these packages off thier truck myself (I am a 5 ft 3 person) or come to pick up with a U-HAUL. Basically, I need to take my time and money to do the job that they were hired to do. I was a bit confused because somehow they were able to get the packages on their truck and they accepted the order, so why all of a sudden are they not able to drop it off? They then told me that they will send this package back to ** and there are charging overnight fees for holding the package. I told them that they will have to speak to the company that hired them as a shipper because as far as I know, I paid for shipping and expect the package to be delivered. I called the company I ordered my shipment from and they are as confused as I am about this. Now, they have to pay a high price to get my shipment back. This seems like a ****** more than a business deal. I need to open my business but cant unless I pay a large sum of money for shipping, which I already paid for and never agreed to pay more. I had two packages delivered by ABF freight with a flatbed truck and forklift with no problem. If they are a delivery and freight company, why cant they actually deliver a large shipment? I am at my wits end here.

  Business response

  11/05/2024

  Were so sorry for the frustrating experience and inconvenience this situation caused for your new business, ********. To answer your question, we were able to pick up the shipment because the shipper had a dock and forklift to load it onto our trailer. Unfortunately, due to the size and construction of the crates, it would have been unsafe for our driver to offload without a forklift, and we dont perform 2-man deliveries with forklifts. This type of special delivery requires a partner carrier at an additional rate. We know this was a challenging situation and were happy to see that your shipment was picked up at our dock on October 23. If you have any questions, please dont hesitate to reach us at ****************************************************************.

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased three sets of blinds from The ********** in *****, **. Four boxes were delivered by SAIA LTL Freight. I questioned the driver regarding the fact that we had only three blinds ordered, yet four boxes. I asked him for a packing slip, or a bill of lading and he told me it was all computerized and he had no paperwork for me to accept or sign.Upon installation, our contractor informed me that we had an extra package. In the interest of honesty and integrity, I reached out to ****** at SAIA - ******************* and he transferred me to and individual that had been looking for a missing delivery to ***** ******* (in ************, ** area). The SAIA personnel expressed appreciation for me reaching out and wanted to arrange a pickup as soon as possible - 21 May 2024. I received a text message from ************** indicating the SAIA driver wouldnt be able to pick up on 21 May 2024, but they would call when they were headed to me on the following day. I had a one-hour commitment on 22 May 2024. I set the extra package outside, securely on a concrete bench, in the case that the delivery driver would pick up during my one-hour commitment. Upon returning, I noticed the package had been picked up no call, no notification. Thereafter, I also noticed that one of the concrete curbs, lining the driveway, had been damaged.I called SAIA (******) and he transferred me to ***** ******** *************************************** ***** referred me to ***** ******, Casualty Claims Adjuster. I worked with ***** - provided him with the details of what had transpired, multiple rounds of photos, contact information, etc. Eventually, SAIA denied our claim due to lack of evidence. I have tried to resolve this with SAIA, ************** and their insurance (Sedgewick) and Levelor (blind provider) and their insurance (Chubb) without any resolution. The cost to have the broken curb removed and replaced is $300.00.

  Business response

  10/11/2024

  Hi *****, Thank you so much for alerting us to the extra blind you received and for allowing us to pick it up and get it to the correct owner. Our initial delivery was 5-13-2024, we picked up the extra blind on 5-22-2024, and you contacted us about the damaged curb on 5-28-2024. Our claims investigation found no evidence to tie the damage to our driver. The claim was denied due to no eyewitnesses to support the claim that Saia caused the damage, nor that the damage occurred on 5-22-2024. Please let us know if you have any additional questions, were happy to go over the denied claim in more detail.

  Customer response

  10/17/2024

   
  Complaint: 22364603
  
  I am rejecting this response because you have not offered to compensate us for the sustained damage to the driveway curb.  

  To speak to your response, I did try to reach SAIA on 26 May 2024.  I left a message, and my call was returned on 28 May 2024.   As mentioned in my original claim, SAIA had committed to reaching me before they returned for the pick-up.  They did not.  Had I received notification, I would have made it a priority to be available upon the driver's return.  I wanted to be present as I had provided direction to the delivery driver upon initial delivery. 

  The photographs clearly show dual tire tracks up against the broken curb section.  We have been in this house for 20 years and we have never had this issue with a broken curb.  Furthermore, ******************** is not a through street and less than 3 miles exist before it dead ends.  True, we do not have an eyewitness or an exterior camera that captured the event.  However, no damage existed before the return truck arrived.  After the pick-up, the damage to the curb was evident, and photographs show it was a delivery truck.

  I am asking that SAIA reconsider compensation of $300.00 for curb replacement. 

   Sincerely,

  ***** ******

  Business response

  11/01/2024

  Hello *****, Please know that a thorough investigation of your claim has been completed. We reviewed the documentation provided and reviewed objective data points including, but not limited to, the trucks GPS. The ******** indicates that the driveway was not used when we arrived or departed. Our financial obligation is only for damages which Saia and/or our driver are legally responsible. We regret that no payment can be made for your loss.

  Customer response

  11/06/2024

   
  Better Business Bureau:

  SAIA, you win.  Congratulations on being another company that fails to be accountable for their actions.    

  I find it laughable that you concluded that the truck didn't enter the driveway base on an evaluation of the *** tracking.  The damaged occurred on the concrete curb nearest the street.  You should have been able to discern this based on your thorough evaluation of my photos.  Even if you had the most advanced *** tracking system (centimetric accuracy), you wouldn't have noticed it deviating from the street, because the damage occurred adjacent to the street!

  I went out of my way to help you due to your delivery failure, pursued this in all the right ways and you have beaten me down with your various reasons to deny my claim.  I am very disappointed with your response and this outcome but can no longer afford the time or effort to try and make you responsible.    

  I have reviewed your pathetic response made by the business in reference to complaint ID ********, and find that this resolution to be ridiculous but no longer wish to pursue this complaint.  

  ***** ******

• Initial Complaint

  09/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased item online from ********** on Aug 27, 2024. Stated delivery date was Aug 30, 2024.Tracking showed delivery scheduled for Aug 30.Tracking showed item moving back and forth, but clearly in **************** where I live on Aug 31, 2024, and again on Sept 3, 2024. ********** now tells me it won't be delivered until Sept 9, 2024.SAIA automated **************** asked me for call back information. I gave it to them, and twice received a call back, but each time was hung up on before I could speak with anyone.

  Business response

  09/17/2024

  Were so sorry youve had a frustrating delivery experience with us, *****. We were unable to reach you with the contact details provided by **********, and, unfortunately, that delayed your delivery. On 8/29/24 we tried to call ************ (the number provided by **********) and the call failed and said unavailable. On 9/3/24, we opened a case with ********** to get additional contact information and they provided an email address *********************** which we emailed, with no response. We contacted ********** again on 9/5/24 and, on 9/9/24, they provided ************. Once we had that phone number, we were able to reach you on 9/9/24, schedule an appointment for 9/10/24, and successfully deliver at 7:34am. We hope delivery went smooth, and again we apologize for the unexpected delay. Regarding the issue you had with our courtesy call back feature, we appreciate you bringing that to our attention, and our IT department is already investigating further to ensure this isnt an ongoing issue. 

• Initial Complaint

  06/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Saia Ltl Freight has had my package in ********** for over 4 days and won't deliver it to Atech in **********, ** for them to deliver to me.This is unacceptable as I have deadlines on receiving the package.

  Business response

  06/19/2024

  We apologize for the delay! Upon investigation, we found that your freight arrived at our **********, CA terminal on Saturday, 6/15/24. The freight arrived at our *********************** this morning and will be handed off to Atech, the partner carrier, today. We will work with Atech to ensure delivery as quickly as possible. Standard transit shows the due date as tomorrow, 6/20/24. We emailed and left a voicemail to communicate these details directly, but please dont hesitate to reach out if you have any questions or if theres anything else we can do to help. 

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I returned a bench seat for my truck through summit and they sent SAIA to my house to pick up the old seat. The driver asked me for a bill of landing but I didnt have any because summit never provided me with one. Soon after SAIA billed me for almost $800 for a 4 mile trip to summit for the seat. Then they kept sending me late notices even though I told them and summit told them I shouldnt have been billed. Now Im being billed yet again because they sent a truck to my house for some unknown reason. Ive lost all patience with these people.

  Business response

  05/28/2024

  Were so sorry for the inconvenience! ********* Logistics originally scheduled us to pick up your returned bench seat on 03/22/2024, and the original invoice was billed per the document received by the driver, at time of pickup. This invoicing issue was resolved once it was brought to our attention. Regarding the 2nd invoice received, ********* Logistics scheduled us for another pickup for 04/26/2024. We sent a driver to the location, per the pickup instructions, which generated an invoice for Vehicle Furnished/Not Used." Once you contacted our **************** Team on 05/22/2024, we immediately updated the invoice to *************************** Logistics instead, so you should receive no further communication. If you have any questions, need additional assistance or if theres anything else we can do to help, please dont hesitate to reach out to us directly at ****************************************. Thank you!

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have told the ladies in ******** to STOP CALLING ME to schedule freight delivery to text ************ me or email **************************** Its 2024 nobody answers the phone anymore everyones phone is on silent. Everytime they deliver freight to ********* Motors **************************************** the freight is always late

  Business response

  05/20/2024

  We value your business and are so sorry for the the frustrating experience! Weve checked our system and see that your account was correctly marked on May 14th to indicate your preference for email appointments. On our end, it appears all communication has been handled via email since then. Unfortunately, we do not offer appointments by text. If you have any questions, need additional assistance or if theres anything else we can do to help, please dont hesitate to reach out to us directly at ****************************************. Thank you!

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered an A-COIL , and an AC CONDENSER unit from ********* supply house in ****** **.. I paid ****** to ship this to my address in ***********, **********. I paid for this in January on the 2nd of 2024 and It took till the 15th of January to receive it. I had been out of work due to the union strike for going on eight months. I work 12 hours plus a day Monday thru Friday and Saia does not deliver on weekends. By the way this whole time I have gone with out heat since the beginning of December. So I call this saia and ask them to *************** so I can start installing it on the weekend. they sent me an email to sign for it and I sent this email back with directions ," To place into my yard and close the gate and if it's raining please put under porch and call me when you are here to deliver it." The unit was placed on my drive way and I never got a call. When I got home the evening it was delivered I was really happy to see it . I took a picture right away to send to my mom to show her I finally got it. Then after sending that picture text , I started to open and move the package into my garage . I noticed a couple of rips and a hole in the box. I opened it and the unit was damaged bad. I called ********* and told them . They said they sent it out brand new and I should put a claim into saia. The guy at ********* asked if the refrigerant was not compromised and I looked into the unit and saw the oil on the inside of unit ,That means that it has a hole in the coil deeming it to be completely damaged and not working at all ever. It can not hold a charge. I called saia right away , literally minutes after finding out about the hole. I got the email for the claim . I am not really savvy on the computer and also I am working very long hours, it took me a few days to upload pictures and fill out the claim form . I just got an email today February 21 telling me my claim has been denied because I sent the email to deliver it without my signature. They broke my machine.

  Business response

  08/28/2024

  Hi *******, We're so sorry that you had this frustrating experience and we feel terrible for our delayed response to your BBB complaint. We've only recently gotten BBB notifications and access to respond to complaints and reviews here. Upon our investigation, we found that your claim was paid on 04/12/2024, but if you have any further questions, please don't hesitate to reach out to ****************************************. 

• Initial Complaint

  11/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Sept 6 my order for a shower stall is sent to American standard to be shipped via SAIA to me in ****** ** by the 11th.Saia picked up the stall and from there it went to PA for about a week, then back to **** and passes the date it was to be delivered. I tried to cancel/stop the shipment but ***** advised me to wait till it got to ****** then refuse shipment to ******. I did that, talked to Saia and they agreed. I thought that was the end of it. Today, 11/24 I get an invoice from SAIA for $2879.46 due on 11/30.In the envelope were various invoices some indicating they picked up the shower stall in ****** and I sent it back with it being billed to me. That never happened. There is also an invoice with DAMAGED written across the invoice... Who damaged it and why aren't they being billed? SAIA also claims that the 56 lb shower walls are now 295+...did they add something to the shipment that had nothing to do with me. American standard shows weight of the shower walls at 42 lbs.Something is very wrong here... I never received the shower, delivery was refused when it was still in ******. I would never agree to send back a $500 item for $2800.Iwould have paid the 500 and kept it.This bill was sent out with nothing proving I ever agreed to it, because I didn't, no signature from me. No real explanation about what happened to the shower walls... How and when were they damaged.I have talked to lowes and they are investigating. Unable yet to talk to SAIA, I need to calm down first, this feels like an assault.

  Business response

  08/28/2024

  Hi *****, We're so sorry for the stress caused by this frustrating experience, and we feel terrible for our delayed response to your BBB complaint. We've only recently gotten BBB notifications and access to respond to complaints and reviews here. Upon our investation, we found that a billing correction was made and that, ultimately, you were not responsible for any freight charges. If you have any further questions, please don't hesitate to reach us at ***************************************** Thank you, *****, and again, we apologize for the disappointing experience.

  Customer response

  08/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Saia Motor Freight has lost my business in ******* *****. I have been dealing with SAIA since **** when I was a manager of WO Supply, then as a partner to Service *************** and now my company Energy Import Products. The driver we had is rude and abusive, they have lied many times about when we have been available for delivery and they constantly harass us about COD payment. We have been in business for 22 years. I am sure we could have worked something out. Recently a driver called to tell me that he tried to make delivery and we were not at the facility at 5pm. I was at the facility. He became very irritated and then asked me who I was and what my position was in the company. I told him that my name is ********************* and I own the company. He got real quiet. Currently we have a shipment that we have waited to be delivered for a week. Do not get on the blacklist of SAIA. You will be lucky to receive your freight. I think they have forgotten that we have choices. After 30 years of dealing with SAIA Motor in the ****************** Industry it is time to look for another solution when it comes to freight between ******* and *********

  Business response

  11/07/2023

  The Saia driver attempted to deliver this shipment on the due date of 10/18.  Nobody was available to receive shipment.  Driver stated that "normally the neighbor signs for the shipments" but this shipment required a check to deliver.  We attempted to reach the consignee via email to ******* on 10/20.to determine a better delivery time.  ******* responded on 10/23 that a check would be ready at time of delivery.  ************ asked for 10/24 delivery and we delivered on that day.    

  Customer response

  11/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not worth my time to pursue.  The complaint was also directed to the driver who told me on the phone to "F off" and then asked me what my position was with my company.  When I told him that I owned the company he hung up.  As for the "checks". Saia has serious accounting problems.  We send checks, they ask for more checks.  We have over 10M in open commercial credit.  To force us to have a check ready when shipments are delivered is something that was done in the 1980's.  When we pay online they still want a check.  *********** has gone from a reliable carrier to a circus.  I am very sorry about that.  We have switched everything over to AAA ******. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered a PTAC (air conditioner unit) on Amazon through a company by the name of ************. Responsibility for residential delivery was accepted by SAIA, Pro Number ***********. I was contacted by a SAIA representative, ***************, in their *****, ** office to find a date for delivery. I gave him a date that I could make work for delivery; *************** said that date should work. I was informed at that point they would be unable to physically deliver to my address (on a public road that has previously handled tractor trailer ******* traffic). He said sending any other truck besides an 18 ******* was not an option; the item could easily fit in a van or the bed of a pickup truck. He said I would need to meet the truck on a main highway with my personal pickup truck. My other option was to pick up the item at his office, which was 60 miles away. Given these 2 options, I chose to meet the delivery truck on a highway near my house. I was never contacted to schedule a time for delivery, so I called SAIA on the morning of the day that delivery was planned. At this point, I was only given a 1 hour window to be available to meet his delivery truck in a highway, and I could not accommodate that time. At this point, I offered to pick up the item at his office the next day, but this was refused. He refused to allow me to meet the truck anytime from 4p onward or the next morning. In order to receive the item, I wound up having to cancel some appointments and rush to meet the delivery driver ********************************************************* my case, shipping was paid by the seller (and not by me, the buyer). A decent company would compensate me for my mileage, time, and inconvenience. SAIA should not be accepting responsibility for delivery for items going to addresses they cannot service. Especially for residential deliveries, a time window should be scheduled.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩