Complaint Review: SAIA

Well to start out the shipper qouted a price for the delivery and when the lady called me to set up the delivery date and time I verified the cost of the shipping and she told me 280 and some change. At this point I was getting mad because the price was almost 100 dollars more than qouted becasue of the tail gate and fuel surcharge. At this time I asked the lady if i could change the adress to a location that would not be a resident delivery and we could reduce the cost of the delivery. At that time she informed me that the shipper would have verify the change of adderess and that would not be a problem. So I called James the shipper to have him change the adress and he tells me that is would be a 40 or 45 dolar charge to have them change the address at this time in the process. So I called the company back and spoke to the same lady and told her to go ahead and leave the adress alone and have them ship it to my house.

The day of the delivery the driver calls me and tells me that he could get to my house because he is driving a semi and can not get on my street. He tells me where he is at and I laughed because it is exactly where I wanted to change the adress to anyway. This plays a big part in the story later.  So I make arrangements to get a truck that I can make his delivery in. I drive over to the parking lot and the driver brings the pallet to the back of the truck and I said to the driver well heck the pallet I thought was only 36" wide in the picture that was sent to me from the shipper. But I have been in delivery business and we have transfered materials onto wider pallets to use a pallet jack to make deliveries.  So the driver brings the pallet to the back of the truck and I asked a local business if I could have some one use a forktruck to unload the pallet from his truck to mine. So the driver David tells me that I could call the customer service department and explain to them the situation and that I could probably get some money back.  AGAIN REALLY WAS NOT MY PROBLEM BECAUSE IT WAS TO BE DELIVERED TO MY HOUSE.

So now I have to get this thing to the house which I only live 1600 feet from the parking lot. ANOTHER KEY POINT. I could not cut the band which there was not band in the origianl picture and cut the shrink wrap till I had it at the location where it would be safe to open and cut the band to inspect. So I drove home and took all the shrink wrap off the from around the botton side and the cardboard that was covering the motor to located the box. Which to my suprise it was no there. So I called the driver David on the phone. He called his supervisor on the phone and told him that he was aware of the box not being on the pallet that I would get a call in 2 days to set up a delivery of the missing box. So I called the shipper and told him that the box was missing and he asked me if the driver was aware of it and that the bill of lading was marked and I informed him that the driver did tell me that he marked the bill of lading and that his supervisor was aware of it to. So the shipper said to finish unpacking the motor and make sure that there is nothing else wrong with the motor. So I cut the front of the shink wrap off and find the pulleys and alternator is damaged. Looked like someone had raked the front of the motor with a pallet that was going in from of it. So I called the driver again and I meet the driver and me and him finish unpacking the motor and he also finds more things that are damged  and took pictures with his company Iphone. I also took pictures and he said that they would go to his supervisor and the would be turned into claims dept. I looked at his phone to see if his pictures was as good as mine so i know he had the pictures. ANOTHER KEY POINT TO REMEMBER.

So I filed the claim online and I got an email stating that they neede a list of the items that was missing and the parts that was damaged. So I did put a list of the items that was missing and damaged in an email back to the the same email that sent it to me. I WILL MAKE A NOTE THERE WAS NO CLAIM FORM ATTACHED TO THE EMAIL THAT THEY REQUESTED AND LIST OF ITEMS.  I do have all the copies of the emails. So i wait for a few days and I call the claims department and they tell me there is nothing in the system and they have no idea what I was talking about. So I send out an email to the claims dept wanting to know why no one knows anything about my claim. So I asked for the manager of the claims dept and I get a really nice person named LISA on the pone and proceeds to tell me that I did not do this and that and I tried to explain to her that the shipper and myself have made the attempt several times and I could not  get a word in. YUP ONE OF THOSE CONVERSATIONS. So LISA sends me a copy of the claim form on 10/15/2014 that the shipper has tried to fill out and HE JAMES told me he is not sure why they are draging there feet. MIND YOU I COPIED BOTH THE SHIPPER AND LISA IN THE SAME EMAIL ABOUT DOING THIS CLAIM FORM AGAIN. So the shipper emails me again that the manager at the seiyu terminal insured JAMES the shipper that this problem will be taken care of on the next Monday morning and that he expidite the claim promptly. So I am thinging this is going to finally come to an end. NOPE.

So I email LISA and inform her that the facility manager said that he was going to expedite the claim for me and the shipper to bring this to a close. Lisa calls the facility and talks to the MANAGER and comes back that they know nothing about a claim. So LISA emails me and asked me if I knew the name that the shipper was working with on this claim and so I emailed the shipper with LISA attached to the email. And it stated James can you please email me and LISA the name of the person that was to be handling this problem. So I am mad the SHIPPER JAMES is mad and SENDS me a text message stating that he does not have the time to be deling with the shipping company and he has no idea why the are dragging their feet and making him file the claim so many times. So he told me to file the claim by my self! so approx 10 or 14 days I still do not hear nothing from anyone So now I did all the leg work again and filed the claim on my own again I send all the pictures and the forms with all the replacement parts. So on 11/4/2014 I sent an email wanting to know where the statis of the claim was.

READY Here comes the depressing part. I get an email from the INVESTIGATOR KELLY just to inform me that the whole claim has been denied. The driver and my self did not mark the bill of laiding that anything was wrong. BUT REMEMBER EARLIER THE DRIVER SAID HE MARKED THE BILL AND CALLED HIS SUPVISOR. that was just for starters. Also that she sent out an email to all facilities to look for this "BOX". REMEMBER DRIVER CALLED SUPERVISOR AND HE KNEW BEFORE DELIVERY the box was missing. So we are 8 weeks still LOOKING for this "BOX". Well guess what she get no reply or gets a response of no one knows anything about this box. Also remember they was to call me in 2 days to schedule a delivery to bring me the box.  Also in the email KELLY determines that is all happened after post delivery and can not find any evidence to process this claim. HELLO WHERE DID THE DRIVERS PICS GO. 

I called LISA and explained to her I wanted to know why all of the claim was denied. LISA's response was we received one pallet and we shipped you one pallet (NOT THE SAME ONE IT WAS SHIPPED ON) and that i signed for it and the driver is not aloud to write anything on the bill (EVEN AFTER THE DRIVER STATED HE MADE A NOTE ON THE BILL AND SPOKE TO HIS SUPERVISOR). So after I sent her the invoice of the shipment I told LISA so if I order 1 pallet with 48 carton and I receive a pallet with one case on it I am to just deal with it. NOW REMINDER LISA has been involved with this for 8 of 12 weeks and knows all the emails and the back and forth going on.

So here I am now at the mercy of the DRIVER that told me that he made a note on the BILL and that he called his supervisor about the missing box and the damaged. AND do not forget the PICTURES he took. They tell me now that they are going to get a statement from the driver to see what he remembers.

Now I am down to the DRiver to be honest to get a 3400.00 claim fixed. Hell they did not even ok to fix what was HIDDEN damage. They did not offer a refund on the delivery charge. NOTHING.

So GOD WILLING and some honesty in business practice that whey will make a 3680.00 dollar decision about making this right.

I HAVE ALL THE EMAILS TEXT AND PICS. and BY the way they did not even responde to the BBB #27380327