Yesterday our 53' reefer sat three hours at Lineage's Harrison facility because their appointment portal showed "confirmed" while the dock had no record. I'm a dispatcher with fifty trucks and twelve years in the business, and that mismatch cost us two detention windows and a partial load that came back iced over. Support sent canned replies while the driver missed another drop - not acceptable when every hour eats your margin.
Their appointment scheduling portal is the real MVP - no guesswork at the dock. I’ve been hauling for nine years with three trucks down in the Southeast, and finally not sitting around waiting for a slot felt amazing. Quick confirmations and spot-on times let me plan fuel and pickups tight; it saved me hours last month.
Last week a full pallet of frozen blueberries thawd to 40°F in their dock because the temp alerts never fired - lost a shipment worth thousands and had to burn a Saturday reroute. I'm an owner-operator in the Southeast with 18 yrs on the road and their automated temp notifications are junk: emails never came, the app showed green while product cooked, and they didnt answer my calls.
Last December one of our 28-pallet loads was offloaded at their Joliet dock and left with the bay door open for nearly six hours; by the time someone noticed the temp trend we were scrambling to re-route and triage product. Their dashboard eventually showed the excursion and that visibility let me isolate which cases were damaged, so the tech side did help when it mattered. Still, the delay and slow staffing on a holiday rush cost me a client and shook my confidence more than the ruined cases did. I run 40 trucks and have been in this region for twenty years, so reliability is everything - Lineage hits the mark a fair amount of the time, but not consistently enough during spikes. Three stars: big network and useful tracking, but execution under pressure needs work.
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