Complaints

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:03/09/2023

  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.

  We did a load with **** from Sarisa, from the beginning everything was wrong, It was a **** miles load loading on Wednesday and delivering on Friday our truck was stuck at the pickup for over 7hr which delayered his delivery time he got loaded at around 9:30pm on Wednesday. Driver couldn't make it on Friday before receiver cut off time so ************ with this load over the weekend. We requested a detention and layover for keeping the load over the weekend on our trailer and they refuse to pay anything and just ignored all our emails and calls. We tried to reached out to a supervisor and were transferred to ****. **** said he will se what he can do and give me a call after that. **** never got back to me and i was not able to get a hold of him as well (called many times). Then we tried to get a hold of a different supervisor and got a hold of ******* who clamed to be a supervisor as well. he new exactly about this load and the situation and he admitted that **** messed up and its totally his fault ( call recording available) but he checked with upper management and was told that they don't have money to compensate us. So ******* will not take responsibility for their agents mistakes that cost us a lot of $$$ and will not compensate nothing, like 0 dollars for taking the liability and keep this load over the weekend on our trailer, $0 for driver pay that could not do another load over the weekend and make some money because he was stuck with their load on our trailer, $0 for carrier that has a huge operation cost and not able to cover this cost because of this situation. Very unprofessional and unacceptable behavior.

  

  Business Response

  Date: 03/17/2023

  I'm sorry for the experience you had.  It's our understanding that the load was booked with an ETA of 3pm for pickup.  Arrival to the shipper was later than 3pm to which may have caused the work-in status and created the delay.  Also, the accessorial request came a day after delivery, which was four days after the original delay at the shipper.  Given these circumstances our request for detention was denied.   We work hard to communicate delays to our customers in real-time and hope we can work together again in the future.  

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19562586
  
  I am rejecting this response because: The appointment time was 1:30pm eastern time (will attached paperwork from the shipper with actual appointment, time) load was booked at 12:30 eastern time on 2/22/23. We told **** we can't make the 1:30pm because our truck is 2hr away and we gave a 3pm rough ETA. **** promised he will move the appointment to 3pm but he never got the confirmation from the shipper (call recordings available) so the actual appointment time was 1:30pm and we couldn't make this time from the beginning. **** asked as to stay on the load even he wasn't able to get us a later appointment because this is a hot load and he said they will load us quick even if we are late for the appointment (call recording available). Detention and layover was requested multiple times over the phone and email. 1st request via email was sent next day on 2/23/23 at 8:47am to ****'s email (attached screenshot) next morning after pickup. Then another request was done on Friday and Monday as well, till **** and other Sarisa reps stopped answering the phones and not answering our emails. Also attached a screenshot from **** where he admits that it was a mistake on his side with the pickup time. Also have a call recording with **** ( Sarisa supervisor) admitting that this was totally ****'s mistake and they write him up because of this situation. All the recordings can be provided per request.
  Sincerely,
  
  *****************

  

  Business Response

  Date: 03/27/2023

  We apologize again for the situation.  We agreed the load was set up for failure to begin with and offered reasonable compensation to help share the burden of your operational costs.  Moving forward we will not be agreeing to work-in status past the appointment to eliminate these issues in the future.  

  Customer Answer

  Date: 03/27/2023

   
  Complaint: 19562586
  
  I am rejecting this response because: The problem was not solved. 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 04/07/2023

  We apologize for the inconvenience caused by working in at the shipper, causing a delay to delivery and a layover.  We offered reasonable compensation to help offset the additional cost to your business.

  Customer Answer

  Date: 04/07/2023

   
  Complaint: 19562586
  
  I am rejecting this response because: the compensation offered was not reasonable, originally for 3 additional days we had to keep the load on our trailer we requested $1550 before filing BBB complain. After filing the complain with BBB they offered us $500 (unreasonable offer), we came down to $900 (very reasonable offer) just to settle this and move forward but never got response from Sarisa.
  
  Sincerely,
  
  *****************