Complaints

This profile includes complaints for Saia LTL Freight's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Saia LTL Freight has 257 locations, listed below.

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  Saia LTL Freight

  11465 Johns Creek Pkwy Johns Creek, GA 30097-1574

• 

  Saia LTL Freight

  2650 Western Ave Knoxville, TN 37921

• 

  Saia LTL Freight

  9119 Elkmont Dr Elk Grove, CA 95624-9706

• 

  Saia LTL Freight

  90 Concord Street North Reading, MA 01864

• 

  Saia LTL Freight

  4315 Albany St Colonie, NY 12205

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered soil from Lowes on 1/5. It was free delivery in 3 days. When it did not arrive I called Lowes and they were unable to track the shipment. I repeatedly called Lowes and after a week and half with no results they told me the order was canceled. I found some local soil and picked up with my truck. The end of that week I received a SAIA bill on my door because when delivery was tried to be made I was not there. I would have never paid ******* for shipping as the soil only cost ******* and shipping was free. I called them repeatedly and they keep saying it has been resolved but they keep sending bill and have a collection. I never received any soil. This has been a customer service nightmare. This is between Lowes and SAIA.

  Business Response

  Date: 04/09/2025

  ****, we sincerely apologize for the extensive amount of communication youve had with our team to try to resolve this billing issue. We know thats super frustrating and were so sorry you had this disappointing experience with us. As we shared with you directly, this was a billing error on our part and the issue has now been fully resolved. If you have any questions or if theres anything else we can do to help, please dont hesitate to email us at ****************************************************************. Thanks, ****!

• Initial Complaint

  Date:02/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/25/2024 I had a tractor implement shipped through Saia. I entered tracking info on their website and pay the bill as soon as it was available of $385.30. I never created a login and just paid by the tracking number since I was paying the whole amount. In a letter on 1/2/2025 I was informed that I owed addition $322.50. Also informed that I owed $156.50 of that charge for liftgate pickup. The truck didn't have a liftgate and I loaded freight with my equipment. I called **** ***** the contact on the letter about this issue and was told I would get a call back which never happened. I emailed the company ************************************ with no response. Looking at the initial bill and the second bill it is a double charge with a liftgate overcharge. I can scan receipts and send them if needed.

  Business Response

  Date: 02/25/2025

  ***, were so sorry for the inconvenience and frustrating experience! After investigating further, weve adjusted your invoice to remove the liftgate fee and it now shows that the residential pickup has been paid in full. If you have any questions or if theres anything else we can do to help, please dont hesitate to email us at *****************************************

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SAIA is charging a re-delivery fee of $231.28 to our PRO#************ stating that our doors were closed on 01/14/2025 at 2:23PM. Our warehouse gates are open from 7AM-3PM M-F. "Driver attempted to deliver this shipment yesterday 1/14/25 at 2:23 pm, but the consignee was already closed". We never closed the gates early unless is a Holiday or Weather Emergency and that is always communicated to all carriers we know via email. A SAIA driver showed up on 01/15/2025 with Trailer # ****** and had 6 total pallets for us and I personally interviewed him to see if he was at our location on Tuesday the 14th, 2025. He admitted he was schedule to come to our location but never made it to our town. The SAIA terminal is in *********, ** and we are in ******, **, that's an 80 mile drive (1.5 hrs) approximately. The driver say that he called his dispatcher and told them he was not going to make it to Macomb - Farm King because they close the doors at 3PM. If the driver was in **** and never even cross the State line; how is that valid charge ? Drive was never at our location to attempt the delivery. If he had other issues during his day that keep him from going 80 miles south of SAIA's terminal how is that Farm King's fault that he was not going to make it in time for the delivery? How come he was in time the next day? I think that was poor management on SAIA's end and are trying to blame Farm King and to pay for it. I don't think that is fair towards customers to pay for the carrier's miscalculations on time/transit. SAIA has yet to send a GPS with location/timestamp where it shows he was at our location. But they will not find it because HE WAS NOT HERE!!!!

  Business Response

  Date: 02/06/2025

  Were so sorry that youve had a disappointing experience with us! Unfortunately, since you arent the billing party, were unable to provide billing information, but please know that we have investigated further and have contacted them to share an update. Hopefully, youve already heard from them, but, if not, please reach out to them directly for additional details. Thank you!

• Initial Complaint

  Date:01/02/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  we own a gas station in *********, ****. in our store a bitcoin company named crypto base put a bitcoin machine. after a year they called us and they want to put their machine in ******* so they told us some one come and lift the machine. after all this SAIA send me a bill moving someone else machine from **** to *******. I called them and lady on the phone told me i can not do anything that's horrible. Its not fair to bill us for transporting someone else stuff, i never placed this order so why they are sending me someone else ******* really apricate if they correct their invoice .

  Business Response

  Date: 02/06/2025

  Rana, were so sorry you had this frustrating experience with us. As we shared with you directly, this was a billing error on our part and the issue has been resolved. If you have any questions or if theres anything else we can do to help, please dont hesitate to email us at ***************************************** Thanks, Rana!

• Initial Complaint

  Date:12/13/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Attached is a PDF with a more comprehensive request and invoice **************** is only a summary.Over the past 30 days, we have diligently attempted to resolve these issues with SAIA. Despite exchanging approximately 100 emails, our efforts have not yielded a satisfactory resolution. Some representatives have acknowledged the discrepancies, and we initially believed the matter was being addressed. However, recent interactions suggest ************ summarize, we request the following resolutions:A refund of $128.53 and removal of the $39 balance for PRO #***********.A refund of $129.50 for the excessive Limited Access Fee for PRO #***********.I remain optimistic that SAIA can address these concerns in good faith. Once resolved, I look forward to continuing our partnership and exploring ways to further strengthen our collaboration.Thank you for your attention to this matter. Please do not hesitate to reach out if you require additional documentation or clarification.

  Business Response

  Date: 12/30/2024

  ****, we sincerely apologize for the extensive amount of communication youve had with our team to try to resolve your billing concerns. Regarding Pro#***********, the $39.00 fee was applied when the class was adjusted after inspection of the freight. As a courtesy, we've removed the $39.00 from your account. Regarding Pro# ***********, a limited access fee of $129.50 was added in error by the driver for a school delivery. We've removed this charge from your account and issued a refund, since the freight charges have already been paid in full. If you have any further questions, please dont hesitate to reach out to us at ****************************************************************. Thanks, ****, and, again, were so sorry youve had this disappointing and frustrating experience.

  Customer Answer

  Date: 12/31/2024

   
  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

  Date:11/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had very good experience with SAIA LTL in the past and have been very happy with their service. On a recent shipment they mistakenly applied a charge for a liftgate even though the consignee had a forklift and did not use the liftgate. We do have photos of this delivery and it clearly shows that the forklift was used and no liftgate was used.I have also contacted them directly and through Mothership, the third party logistics provider on this shipment.

  Business Response

  Date: 11/15/2024

  ********, thank you so much for letting us know that youve been happy with our delivery services - we love to hear that! At Saia, our goal is always to deliver on the first attempt, so we try to prepare with the equipment needed to successfully unload, which is what prompted the shipment to be loaded on a liftgate trailer and led to the computer generated liftgate fee. Were so sorry for the mistake and weve already removed the liftgate fee from your account. Also, since this is a repeat delivery location for us, weve added a code to ensure our team has visibility that a forklift is available at the delivery site and no liftgate is required, which should prevent this from happening again in the future. If you have any questions or if theres anything else we can do to help, please dont hesitate to reach us at ****************************************************************. Thank you, ********!

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22555179
  
  I am rejecting this response because: 

  This is a repeat error for which they are charging me for, even they they replied to the BBB Business response that they "added a code to ensure our team has visibility that a forklift is available at the delivery site and no liftgate is required, which should prevent this from happening again in the future." I am attaching a photo of the liftgate in use on a shipment that SAIA falsely claimed that there was no liftgate In addition, the correct weight was provided by the manufacturer of the items in the shipment and SAIA claimed that the manufacturer's weight report was not correct and they would use a different weight in order to add other additional charges 11/15/2024 ********, thank you so much for letting us know that youve been happy with our delivery services - we love to hear that! At Saia, our goal is always to deliver on the first attempt, so we try to prepare with the equipment needed to successfully unload, which is what prompted the shipment to be loaded on a liftgate trailer and led to the computer generated liftgate fee. Were so sorry for the mistake and weve already removed the liftgate fee from your account. Also, since this is a repeat delivery location for us, weve added a code to ensure our team has visibility that a forklift is available at the delivery site and no liftgate is required, which should prevent this from happening again in the future. If you have any questions or if theres anything else we can do to help, please dont hesitate to reach us at ****************************************************************. Thank you, ********!

  
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 02/04/2025

  ********, thank you for bringing this to our attention. Were so sorry that youve had another disappointing delivery experience with us. After investigating further, we see that a code was correctly added to your account to indicate a forklift is available on site, so this was an unfortunate mistake on our part. The additional liftgate fee has been removed from your account and we have discussed this situation with the terminal manager and delivery driver, to ensure this isnt an issue again in the future. Please accept our deepest apologies for the inconvenience and frustration. If you have any questions or if theres anything else we can do to help, please dont hesitate to reach us at ****************************************************************. 

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase an item from ********** which they were shipping with SAIA. Saia ***led me on 11/13/24 and schedule delivery for 11/14/24. I stay home all day due to their whole day window byt not one showed up. I ***led ********** which referred me to SAIA. I ***led SAIA and spoke to someone by the name ********. She apologized and said she just shceduled me for Monday 11/11/24. Today, nothiing was recevied and no one ***led.again I took time off to swait for them. I ***led again, and now ******** said it was scheduled for tomorrow. She is very unprofessional and a liar. They wasted two days of my time. I asked her to speak to her manager and both times she made it sound like she was transfering hte *** but hung up. She is very unprofessional. This company is so unprofessional. I will make sure my future orders avpid SAIA for shipping.

  Business Response

  Date: 11/14/2024

  ****, we sincerely apologize for the missed delivery appointments and any inconvenience this delivery has caused you. We acknowledge that we should have communicated more effectively regarding the situation. Unfortunately, deliveries to residential locations using tractor trailers can indeed be challenging, even for our most experienced drivers.
  
  We understand that you were able to speak with our Terminal Manager to coordinate the delivery for 11/12 and the matter has also been addressed with our team to ensure we are providing a better experience for our valued customers. 
  
  We want to assure you that we value your feedback and take your concerns seriously. If you have any questions or if there is anything further we can assist you with, please do not hesitate to reach out to us at ****************************************************************.
  
  Thank you for your patience and understanding.

• Initial Complaint

  Date:11/10/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my extreme disappointment with the service I received regarding my bedroom furniture order placed on October 14. This delivery was essential as I was expecting guests, and I made the purchase well in advance to ensure it arrived on time. Unfortunately, not only did the delivery arrive two weeks late, but upon opening the boxes, I discovered that parts of the bed were missing and the dresser was completely ********* make matters worse, according to BrandsMarts policy, they only offer refunds, not exchanges. However, the items must first be picked up and scanned by SAIA before the refund can be processed. The longer this takes, the longer I am left sleeping on the floor, adding even more inconvenience and stress.I submitted a complaint over a week ago and have yet to receive any response or resolution. The lack of communication has only added to the frustration, as I am left with incomplete and damaged furniture and no updates.

  Business Response

  Date: 11/13/2024

  Were so sorry youve had this frustrating delivery experience, ******, and for the lack of communication that followed. After investigating further, we did not see that a pickup was ever scheduled for the damaged product. We contacted the shipper on your behalf, and spoke with **** *******, who advised they sent you a new Bill of Lading for the damaged goods and asked that you work with Saia to schedule the pickup. Once we obtained that information, we left you a voicemail and email, so we can help facilitate scheduling the pickup. Please contact us at your earliest convenience and well get this issue resolved ASAP. Thanks, ******, and we look forward to hearing from you!

• Initial Complaint

  Date:10/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint involves SAIA as a company including but not limited to its driver ***, Paducah KY in house manager **** *******, **************** Supervisor **** *******, and her supervisor Yosen. As well as a Dispatch employee named ****. We received a call from this company on Friday October 25th from **** who told us that our delivery was going to be 932 pounds and eight feet long. Who proceeded to talk to us that we would be working as a team to find a way to get this package up our driveway. In order to aid in the process I was able to convince a team of individuals from a job we have going on at our home to help with their trucks and their time. When I called on Monday to confirm the first ****** I spoke to assured me that the delivery would still be in by 5pm as the day continued I called again to verify this which was then when I was informed that my delivery was not coming Tuesday so I had to work to get the people and their tools to come back and was promised by ****, and the manager **** , and their boss that the product would be here between 1:30pm and 4:00pm. On Tuesday I received a call that my delivery would come early and I had an appointment so I was not able to be home which is why I locked in the time range I mentioned. Then the delivery ended up not arriving to my home until 5pm when my crew had already left for the day. *** the truck driver spoke to his boss ****** when they arrived because they could not even get the package off the truck and ****** on the phone call I could hear told him to tell me they would mark it as a return and any fees would be on me as the customer even though they could not remove it from the truck. Then after this news acted like I should have known someone with a tractor to do their job. I found someone who had to drive in the dark 30 min and who I had to pay $400 out of my pocket to do their job. This company takes full advantage of people in need and I am seeking financial compensation due to this matter.

  Business Response

  Date: 11/05/2024

  Were so sorry that you had a frustrating experience with us, *******. After investigating further, we see that your delivery was originally scheduled for 10/28, and we were unable to honor that commitment when the shipment unexpectedly arrived a day later into the delivering terminal. We understand this was an inconvenience for you and we definitely should have notified you in advance of the change. We offer curbside delivery to our residential customers, but, due to the large size of your pallet, the drivers pallet **** and lift gate weren't sufficient to offload the pallet safely. We know this created a challenging situation, and we really did our best to work with you to get the pallet delivered safely. We also want to assure you that your contact details are secure with us, and that the only way to access that information is by knowing the Pro # and origin or destination zip code. Please dont hesitate to reach out to us directly, at ****************************************************************, if you have any additional questions.

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22493230
  
  I am rejecting this response because:

  As I have mentioned we had to pay to have the delivery completed and the manger that informed *** the driver who came to our house said that we would have to pay any fees that would have occurred from your company not being able to deliver this product. It is not acceptable that I was told to "Figure it out" and that the delivery that was residential was not able to be delivered from the truck to the curb. Furthermore being asked why I don't have a forklift or another way to unload this and take the liability for myself possibly getting hurt or the product being damaged is not an acceptable response in situation.

   

  In regards to the information that was shared I have a screen shot documenting the order that has my wife and I's full first and last name, both of our phone numbers, our full address. Which is more than enough information for someone to steal your identity and I also have the name and phone number of the customer who was on the receiving end of our information to show that not only did I receive this call with him reading me all of my information as well as that he is also concerned with the safety of his personal information.  This is not only an abuse of trust but a misuse of private information. Why I know companies like yours will sell basic information to other companies but giving this information to another customer is not in your or any companies right.

  I am not seeking only an apology but a resolution including but not limited to being reimbursed for the fee I paid to have the item taken off of the truck. I am also looking for a real resolution in the leaking and misuse of me and my wife's personal information from your company. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 11/25/2024

  *******, over the last few days, we have left you voicemails and emails using the phone number and email address included in your complaint. Will you please contact us back at your earliest convenience? We would love to talk with you directly to learn more about your concerns, provide you with additional information and help resolve any remaining issues. Thanks, *******, and we look forward to hearing from you.
  

• Initial Complaint

  Date:10/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 ****************************************************************.