OnTrac

I live in a very remote area. I have cameras, I can see for miles around, and a dirt road that shows any visits. I was home at the time they supposedly delivered literally staring at the road. They never got within 1/4 mile of my house for sure. I had given them detailed instructions AND GPS coordinates - repeatedly (they always lose the information). So they did an "investigation" which supposedly involves reviewing the GPS track and claim this showed they delivered. (Again - it is impossible for them to have been within 1/4 mile of my house without me knowing). So the company is engaging in fraud in order to aid and abet the driver either stealing or losing the package. I am PIIIISSSED OFFFFF. I've had numerous encounters with this company before where they would just lose my directions and never deliver - but this time they are lying and saying they delivered. This is criminal fraud - and their own records would prove that if they weren't lying. I also had to call them numerous times and wait on hold - and they'd lie and say they didn't have updates when a later rep said there were updates from days ago. Absolutely TERRIBLE company. Unbelievable.

Hello,Based on the response provided in the complaint filed by Ms [redacted] , she was requesting further information regarding the delivery of her packagesI attempted to reach Ms [redacted] for to discuss the issue, provide further details regarding the delivery, and to obtain accurate delivery directions, however I was not able to connect with her Unfortunately, her contact number did not provide me with the option to leave a voicemail; therefore, I was not able to provide my direct contact information.I also sent Ms [redacted] an email with my direct contact information so that we can discuss and remediate her delivery concerns.If I can be of further assistance, please feel free to reach out to me at ***@OnTrac.comSincerely,Xiong L*Customer Care Manager

Based on the information that was provided in the complaint filed, [redacted] had a shipment delivered that was not signed for and was not received [redacted] did contact our offices directly and we sent the driver back to attempt to help locate the shipment, but unfortunately, when the driver returned, the shipment was no longer at the delivery location I have filed a driver complaint with the local delivery operation to ensure this issue is followed up with by the drivers supervisorAt this point, I can offer to compensate [redacted] for the cost of the product, and they can reach out to [email protected] directly for assistance in filing a claimMy apologies for this unfortunate failure of serviceRegards, Deboarh

Good Afternoon,I apologize for this poor delivery experienceIn researching this issue, and speaking with the driver, he believed this was the same address that had previous issues with not receiving an actual signature while making a deliveryBecause of that, he opted not to follow the instruction on the shipment, which was to in fact leave the shipment without obtaining a signatureHe assures us he was trying to do the right thing, but going forward will follow the instructions /notes on the shipment.Again, I apologize for what was clearly a source of frustration for you.Regards,Deborah

The package was delivered not long ago after filing the complaint on Revdex.comI was also contacted asking for the tracking earlier today as well as on hereHere is the information Carrier: ONTRAC, Tracking #: [redacted] The package was scheduled for day delivery and was marked as delivered on that day, but it was never actually physically deliveredIt did not arrive until nearly a week has passed and I started the complaint

As with any other shipping company, our system functions off of tracking numbersI have reached out to the complainant, and requested the tracking number, but Ms [redacted] was not able to provide the tracking numberUnfortunately, I am unable to find the shipment in our system to further investigate the issue and seek resolution for Ms***To address Ms***’s concerns with the information that was available, I have issued a formal complaint with the Manager of the local delivery facility to ensure that this is addressed with the delivery driver and his Supervisor to ensure that in the future, all efforts are being made to gain access prior to leaving Ms***’s delivery locationI have sent an apology to Ms [redacted] regarding the inconvenience this has caused her and provided her with information on the actions we have taken to address her concerns Additionally, I have provided her with my direct contact information so that if she is able to locate the tracking number, she can forward it to me and I will resume the investigation on this issue for her, or to assist with any future deliveries.Best regards, [redacted] Customer Care Manager

I no longer wish to communicate with this company due to the criminal behavior of their employeesPeeling out in my driveway and staring me down as to insinuate a fight is behavior I wish and choose not to stoop down toWe've also informed our insurance provider (the sender of the packages) of this circumstance and have been told that they will no longer use this carrier due to the inability to deliver packages adequately and in a timely fashionThe contents of these packages were medical supplies and not only were they lost but once found, they were carelessly thrown over our fenceThis company's motto and trademark is a flat out lieOne look at their reviews online and it becomes clear that we weren't the only customers hurt by this company

I am currently continuing to work with [redacted] at OnTrac to resolve this issue, but we have not fully resolved it as of yetPlease keep the ticket open a bit longer until the matter can be fully researched and resolved from their sideThanks you

after reviewing numerous complaints against this company,I will 1st check to see if any company I order from does not use this company to ship anything..if they do,I will not do business with them.The reviews of this company is numerous and equal my viewpoint...it is a horrible company to deal with

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The whole reason I filed this complaint is to bring to light the faulty business practice that your company is practicingWe had an item that was placed in your care for shipping and it got damaged in the shipping process and your company refuses to take responsibility for itYour company is the only shipping company that has these types of terms and conditions and that is the reason for the complaint Regards, [redacted] ***

I have given the tracking number each time I lodged a complaintThe last two: [redacted] ; [redacted] The last complaint was a delivery to my driveway of a pkgwith a different addressI was told that OnTrac would pick it up and deliver it correctlyTwo days later I delivered it myselfThat recipient told me she was having the same problem: pkgsat the end of the drive or in the bushes in front of the house, or very late delivery [11:pm]I have yet to hear from the local supervisorI have no local number so I can get an explanation

Hello,I have personally made contact with Ms [redacted] today to further discuss the challenges that she has encountered while interacting with our local delivery facility management team and our Customer Care Department.Ms [redacted] provided me with the appropriate tracking number regarding this incident and a thorough overview of her interactionI advised her that I will thoroughly review the information and reach back out to her once the resolution has been obtained from all sources.I apologize again for the frustrations the customer has encountered and ensure that her concerns will be remediated to minimize future delivery challenges.I will continue to touch base with Ms [redacted] until the matter is resolved I provided Ms [redacted] my direct contact information should she need further assistance or has additional questions If I can be of further assistance please feel free to reach out to me at ***@Ontra.com.Sincerely,Xiong L*Customer Care Manager

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.I contacted the company on the day of the original delivery when the driver left my apartment complex without bringing my package to my apartmentI called the number that he called me from which was ###-###-#### on 3/23/at 7:pmI also reached out to [redacted] and reported the issue to themThey sent a message to OnTrac to ask them to return the package to themAfter having the package for a second day, they still did not attempt delivery until late in the eveningEven after I spoke with OnTrac and informed them that if the driver was only going to stop at the first office, they would close at 5pmThe driver told them that he needed a key code in order to get to my apartment which is untrueOn the third day I drove to the office in Phoenix and picked the package up myselfAnd they have my signature on the receiptThis representative has not attempted to resolve any issue in my opinionThis was my first experience with OnTrac and it will certainly be my lastThe only reason for the complaint was because of the lack of concern on behalf of OnTrac representativesThe the dishonesty of the driver who did not deliver my packageI have no faith in this company at all Regards, [redacted]

I would like to be able to further investigate these issues, but in order to do so would need to obtain at least one shipment tracking number so that I may access system informationOnce received, I'll be able to further investigate, speak to the drivers supervisor, and find a resolution hat is hopefully acceptable to all partiesThe complaint is valid, deliveries should not be left in this manner, and for that I apologizeI look forward to receiving the relevant tracking info so that I can follow up on this Regards,Deborah

I am attaching a photo to support my contention that the OnTrac driver serving our area is making absolutely no attempt to deliver packages to the front door of residences as your reply to the Revdex.com would suggest This picture was taken yesterday, August 10th Your driver continues to simply throw the packages on the ground next to the mailboxes on the street The driver in question is a middle-aged African-American male driving a Toyota Prius or a similar small vehicle The residents in this area have filed several complaints including myself about this practice and we will not relent until the practice is discontinued We have had packages stolen and lost as a result of the laziness of this employee and we strongly recommend that you take appropriate action to correct this behavior[redacted]

An e-mail was sent to the consumer advising that the situation was still being researchedI have reached back out to operations to advise that would be assisting regarding this matter

Hello,In regards to the complaint submitted, I have Ms [redacted] to discuss this issue with her Our records indicate that the shipment referenced in the complaint was delivered on January 20, Ms [redacted] did contact us directly to advise that she could not locate the delivery Our driver returned to the delivery address yesterday to confirm that he delivered to the correct location and the shipment was no longer at the front door where it was delivered previously We have confirmed via our internal technology that the driver who delivered the shipment was at the correct delivery address at the time the delivery scan was completed To prevent this from happening again to any future deliveries for Ms [redacted] , I have updated instructions for this delivery address to advise the delivery driver that shipments should not be left at the front door moving forward if the receiver is not at home to sign for and receive the shipment I contacted Ms [redacted] yesterday to apologize for the inconvenience She did confirm that the shipper has already sent her a replacement which she has received, so we will follow up with the shipper as needed for the cost of the replacement product Additionally, I did attempt to contact Ms [redacted] back again yesterday afternoon to update her regarding the attempt by the delivery driver to verify the delivery location and confirm that her shipment was not mis-delivered to a neighboring apartment I was not able to reach her personally the second time, but did leave a detailed voicemail with updates on the actions that were taken to attempt to resolve this issue I have also invited her to contact me directly if she has any specific directions/instructions she would like us to follow for future deliveries, or if there is anything additional I can do to assist her, now or in the futureSincerely, [redacted] * [redacted] Customer Care Manager

Hello, As with any other shipping company, our system functions off of tracking numbersI have reached out to the complainant, and requested any additional information, such as the tracking number(s), names of employees, etc., but have yet to hear backUnfortunately until I do, I am unable to even find the shipment in our system, let alone further investigate the issue, and seek resolution for the customerI assure you that this is absolutely not our customer experience, so I really would like to dig into the details and find out exactly what has transpired and why, but until I hear back, I am unable to do so Best regards, [redacted] Customer Care Manager

I have responded to the company with the tracking number

This issue has NOT been resolved nor has the company made any attempt to resolve it