OnTrac

Good afternoon, I'd like to offer my sincere apologies for this less than stellar customer experienceI have reviewed all of the system comments, and am able to see that the shipment has in fact been delivered, but was delivered after the expected delivery dateUnfortunately, there are not
system updates that offer an explanation for the delayI have filed a driver complaint with the local manager so that they are aware and can follow up with the driver supervisorAt this point, is there anything else I can do to assist? Again, my apologies. Regards,Deborah

Good morning,My apologies on this clearly frustrating situationI have copied in Alex V***, who manages the team of folks who manage our independent contractor modelIt is true that we face challenging situations because of the model, but have yet to not be able to find suitable
solutions to the challengesAlex is out of office until Wednesday, but do reach out to him directlyHe will get directly involved with the situation and get you taken care ofAlex, I'll send you a copy of the documented complaint via separate email so you have the background on it.Again, my apologies, but am confident we'll get this resolved quickly for you.Regards,Deborah

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), etc. Unfortunately until I have the tracking number (s), 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. Thank you

Hi,Based on the complaint filed by Mr***, I would like to personally extend my apologies for the recent poor customer experience with OnTrac, specifically relating to the improper delivery of packages to the residence. I assure you that this is not the level of service that we strive to provide to our customersWhile we do not like to receive notice of these types of issues, we do believe that each one is an opportunity to improve how we do businessThis concern was addressed with the local delivery management team and they have ensured that proper delivery will be made going forward. I have also placed permanent delivery instructions regarding where the apartment is located to ensure that each driver has the information readily available for each delivery.I attempted to reach out to Mr*** on 11/to further discuss the situation, but was not able to get through. My Operations Manager also attempted to reach out to Mr*** on three separate occasions to discuss the matter and to advise him of the resolution, however he was not able to connect. Messages were left with both of our contact information for follow up.On behalf of OnTrac, I extend my apologies for any inconvenience this may have caused and look forward to receiving another opportunity to assist your shipping needs in the future.Please feel free to contact me at ***@OnTrac.com if I can be of further assistance.Sincerely, Xiong L*Customer Care Manager

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Sorry but this is a account of what actually happened. I receive notifications from *** based on when the packages are scanned for deliveryThere are two time stamps for each scan: One for the time the item was ACTUALLY scanned (for whatever reason, whether it's being received by a shipping facility or being delivered to my door step,), which is when *** sends me a notificationwhich is based on the time the input was received from the scannerThen there is a time stamp that displays when the item was "delivered" which is displayed within that notification and is input by the controller of the scanner.I received a notification from *** at approximately 10:AM for other packages delivered by OnTrac (with different tracking numbers.) I was home at this time and went out to collect the itemsThe item in question was not part of this shipment (different tracking code.)The stamp for delivery of the item in question states it was delivered at 10:AMIf it was delivered at 10:AM, why wasn't it on the steps with the other items? Later that day, I received a notification from *** at approximately 7:PM for the package in question. I was not home when I received this notification, but when I did get home, the package wasn't anywhere on my property (I searched in accordance with ***'s missing package criteria.)The next morning (the day after the item was scheduled and scanned as delivered, but was no where to be found), at approximately 10:AM, the item in question was delivered to my doorstep, the way it should have been the previous day. Clearly, the item was scanned and logged as delivered without actually being deliveredThis is advertising and a breach of contract with *** *** services and their customers

Hello,Based on the information that was provided in the complaint filed by Ms***, she had a shipment that was not delivered on the appropriate delivery date and then showed delivered, however she was not able to locate. Ms*** did contact our offices directly for further
assistance, but was referred to the shipper for further resolution. Using our internal technology, I did confirmed that the delivery was scanned at Ms***’s location at the time of delivery. At this time, I will have to refer Ms*** to the shipper for refund or replacement options and the shipper will begin the claims process with us.I did reach out to the local delivery facility to express Ms***’s delivery concerns and was assured that precautionary measures will be taken in the delivery of shipments going forward.I attempted to reach out to Ms*** to apologize for the less than stellar performance and to further discuss my findings, however was not able to connect with her directly. I did leave my direct contact information for follow up should she need further assistance.If there is anything that I can further assist with, please feel free to reach out to me at ***@OnTrac.com.Sincerely,Xiong L*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), 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

Good afternoon,Thank you for reaching out for assistance through the Revdex.comI apologize for this unfortunate situationAs with all shipping companies, our system works off of tracking numbersCan you please share the shipment tracking number so that I may locate it in our system and try to resolve this issue for you?Regards,Deborah

Hi, I have reached out to Ms*** via email for further information in order to address the complaint that has been provided. I have sent an apology letter via email and advised Ms*** of the information I need and the corrective actions that I
will be taking to help ensure that this does not happen again. This includes researching the delivery issue and following up with the local facility management team and the Customer Care department to ensure that all personnel involved with the handling of this situation is properly addressed.Should there be any questions or if I can assist any further, please feel free to reach out to me at ***.Thanks,Xiong L*

Hello, Based on the complaint received by the customer, I have addressed his concerns with the local delivery facility. Based on the feedback provided by Mr***, a shipment was mis-delivered to his address and was not recovered timely. Further, a driver left a note using a
delivery manifest that had other customer addresses printed on the other side. The Manager of the local delivery facility has reviewed this incident and a meeting was held with the driver and the Driver’s Supervisor to address these concerns and ensure that this does not happen again as we do want to do everything possible to protect the privacy of all of our customers. Additionally, per the instructions in Mr***’s complaint, we have updated our data base with instructions to please call Mr*** prior to attempting deliveries moving forward and we will do everything possible to ensure that this is done as requested. I have attempted to contact Mr*** directly via phone to apologize for our less than staller performance regarding the misdelivered shipment and the incidents that occurred when the driver was attempting to recover the shipmentI have left him a voicemail and provided him with my direct contact information so that I can assist him directly with any future issues or concerns, or if he would like to discuss this incident furtherBest Regards, Pamela P*** Customer Care Manager

I have reached out to the complainant to request a tracking number for the shipment so that I can research her delivery issues and resolve her concernsI await her response. Deborah

Hello,Based on the information that was provided in the complaint filed by Ms***, she had a shipment that showed delivered, however she was not able to locate the packageMs*** reached to OnTrac’s Customer Care Department on 12/19/to inform of the incident and a request was filed to the local delivery facility to review and remediate the situation.I reached out to Ms*** via email to further discuss the situation and Ms*** advised that the package was delivered on 12/20/by an individual who stated to be a neighbor. Based upon Ms***’s information, I reached out to our local delivery facility to address the improper delivery of her package. Our delivery facility has taken corrective action to ensure that deliveries are made properly going forward.On behalf of OnTrac, I truly apologize for the less than stellar service Ms*** has receivedI have provided Ms*** with my direct contact information should she need future assistance or has further questions. If there is anything further I can do to assist, please feel free to reach out to me at ***@OnTrac.com. Sincerely,Xiong L*Customer Care Manager

Hello, After further research, I am unfortunately unable to locate the shipmentOur system, and the GPS data within it, does reflect that the driver was at the delivery location when the delivery was updated as 'complete'The system data/information is what the Customer Care Department is
able to see, which is why they could only confirm the deliveryI have opened a driver complaint, and we will discuss leaving shipments at the front door for future deliveriesI am happy to assist in the completion of a claim form so that you can get reimbursed for the loss of the shipmentMy apologies on this very poor customer experience; I assure you this is not the level of service we strive to provided. Please do contact me directly if you would like to file a claimI can be reached at *** While I understand this does not resolve your lost shipment issue in and of itself, it will at least enable you to recoup your lossAgain, my apologies.Regards,Deborah S***

Hello, As with any other shipping company, our system functions off of tracking numbersI have reached out to the complainant, and requested additional information, such as the tracking number(s), etc. Unfortunately until I have the tracking number (s), 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

Hello,Based on the information that was provided in the complaint filed, Ms***-*** has had shipments delivered that she did not receive Ms***-*** did contact our offices directly and we sent the driver back to attempt to help locate the shipments, but
unfortunately, when the driver returned, the shipment was no longer at the delivery location. Through our internal technology, we have confirmed that the delivery driver was at the receiver’s location at the time both delivery scans were completed based on the examples provided That being said, this is a large complex with multiple buildings and multiple units within There is a mailroom at the receiver’s complex and the driver delivered one to the mailroom area and the second to the receiver’s front door I have followed up with the local Manager of the delivery facility that services the area where Ms***-*** resides to ensure that moving forward, we attempt to obtain signatures for all deliveries to Ms***-*** Additionally, I have updated these instructions for her delivery address so that in the event the regular driver is not working, anyone covering the deliveries in this area will also have the information available so that this does not happen again.I have attempted to contact Ms***-*** directly to apologize and provide her with the actions we have taken to address her concerns, but I have not heard back from her I have sent her an email as follow up with the actions we have taken and provided her with my personal contact information so that if she has any questions or concerns regarding this issue or future deliveries, she can contact me directly for assistance. Sincerely,*** ** ***Customer Care Manager

Good day, First, I'd like to offer my apologies for your poor customer experience. Can you please provide me the tracking number of your shipment so that I can retrieve the shipment information out of our system and follow up on all of your concerns? Regards,Deborah

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
Carolyn Mc***

Hello,
In regards to the complaint submitted, by Ms***, I have reached out to her and we have resolved this complaint. Ms*** was concerned that several recent deliveries were being scanned as delivered, but she was not receiving them. Upon investigation of this issue,
our driver did return to the delivery address and it was determined that Ms. ***s shipments were being left at a neighboring apartment complex that is very similar to hers. The shipment was recovered and delivered to Ms*** and the driver did apologize directly to the customer for the error I followed up with Ms*** today and she did confirm that this is a common error that is made by other delivery companies as well. Although this should not happen, Ms*** was glad to know that this was not an issue of the driver taking her shipments or falsifying delivery scans
To ensure that this does not happen again to any future deliveries for Ms***, I have updated instructions for this delivery address to advise the delivery driver the name of the Apartment complex that Ms*** is located in, and provided the access instructions for all future deliveries to her address. I have apologized to Ms*** for the inconvenience this has caused her and she is satisfied with the actions we have taken to ensure this type of issue does not happen again. I have also invited her to contact me directly if she has any issues or concerns with any future deliveries
Sincerely,
*** ***
Customer Care Manager