Saia LTL Freight

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I have been expecting a delivery since Friday February 13th. I am still waiting. I understand weather was bad on the 16-18 in Lexington Ky. I do believe that my barrel was lost prior to that. Starting last Thursday my vendor customer service representative tried diligently to find out where my barrel of coolant was and why it was not delivered. From Thursday on every time she called she would be told that it would be delivered either that day or the next day. By Monday I asked her to give me the tracking number and the customer service number. I then received the same story and the same promises, as did the customer service representatives. Again I state I don’t believe a customer service representative ever knowingly misrepresented the situation. I believe the terminal employee lied, maybe not the person on the phone, but the person they asked. Not until today after several phone calls I finally talked to the Terminal manager that I was told they could not locate my barrel. I want to know why the terminal could not have been honest from the beginning. If they would have been honest my vendor could have shipped a new barrel to me and I would have had it already. Now my mechanics have been forced to drain any coolant from machines that are not in use so they can keep the machines we are using working. After getting the run around for four days I am to the point that if that coolant is not here within the hour I will have to shut down production. If that is the case I will be sending a bill to your company for lost time, and any fines we may have to pay our customers for late delivery. All this could have been avoided if the people at the terminal would have been upfront to begin with. I understand that mistakes happen. We are all human, no one is perfect, but misrepresenting a situation is not the way handle it.

My frustration and beef is NOT with the Toledo sight but the sight in Athens, GA. They have THE WORSE service EVER!!!!!!!! If possible please do NOT use them, if possible use some one else. When something arrives in Seattle, WA on July 28th but it is NOT delivered until Aug 5th. THREE freaking hours AFTER promised scheduled delivery time.(who calls with a 4 digit number that pops up on caller ID and NOT leave a message TWICE) Besides WASTING my vacation hours to wait for the delivery, I ended up contacting them to find out that the delivery man "spilled" some thing and had to return to the main warehouse. I was told by a rep that the delivery person was only 30 mins away and will contact me when he is on his way to my location. Mind you, when I called it was 5pm. The delivery got here 15 mins after 9pm. (THREE hours late) Had we left for a VERY late dinner, we could have missed him. (since I did NOT have time to buy groceries or walk my dog in fear of missing the delivery.) What TERRIBLE customer service. We spent almost 300 dollars for delivery to be treated like we were not valuable customers.



Saia's mission is "At Saia Inc., success comes down to taking care of the people who matter most – our customers, our employees and our shareholders. The rest will take care of itself." Yet I truly believe they only take care of themselves and let the customers SCRAMBLE around looking for answers.