OnTrac

Deborah - here is the tracking number for this ONE INSTANCE, BUT IT HAPPENS FREQUENTLYWhenever there is a weekend delivery scheduled actuallyI can provide you many tracking numbers. Carrier: ONTRAC, Tracking #: ***

I have reached out to the complainant to extend my apologiesIn reviewing the comments, it seems there were several issues on both parties partThe address was incomplete, and then it was mis-delivered and we were, after several attempts, unable to retrieve it, as the recipient of the package was
not home, and was not responsive to the notes left at the delivery addressI have also explained that while the website for the local operation states 'closed' it is because we are not open for pick ups and deliveries, but we do in fact have staff and drivers performing their dutiesI await the response of the complainant to see what else I can assist with, as her actual desired settlement was not one that I could actually provide assistance withWhile unfortunate, certainly not our typical level of service. 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,
*** ***

Eddie B*** emailed me on October and told me he would be helping me
with the Revdex.com complaintHe asked me for the tracking numbers of the packages that had been delivered in the middle of my drivewayI emailed him back on the same day (see attached PDF)I repeated the background story for him, provided tracking numbers, and attached photos of the packages the OnTrac driver had left in the middle of my drivewayIt has been over a week since I wrote to Eddie and have received no response at all

[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 the resolution would be satisfactory to me (not having the driver deliver to my house)I have emailed them multiple times before with the tracking information, which concerns me as to why they need to ask for it again I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

In regards to the complaint submitted, I have contacted Ms*** and she provided me with the tracking numbers associated with her complaint Our records indicate that the shipment Ms*** advised was not received, was reported as delivered on November 11, The customer
contacted us directly on November 13, to advise that she could not locate the delivery, but there was a shipment delivered to her for a 3rd party As a result of this complaint, we did have our driver return to the delivery address and the shipment was no longer at the front door where it was reported as delivered on the 11th We also had the delivery driver check with the 3rd party address to determine if the shipments were delivered to the wrong location to be recovered, but the 3rd party receiver has not been available to confirm if they received Ms***'s shipment in error so that we could recover and deliver to her if located Based on my communication with Ms***, I have made multiple attempts to contact the shipper on her behalf to advise of the situation Unfortunately, they have not responded to our requests for a call back I have advised Ms*** at this time, she will need to reach out to the shipper directly for assistance with a refund or replacement of the items she ordered and requested she provide them with my contact information if additional information is needed to help resolve this issue with the shipper. I have sent an email to Ms*** to apologize for this issue and have advised her of the actions we have taken to help resolve this issue for her I have also invited her to contact me directly if she has any additional questions or concerns regarding this shipment and for any future deliveries.Sincerely,*** ***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 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,*** ** ***Customer Care Manager

I was sent an email from the OnTrac customer care manager asking me to call himCalled twice with no answerLeft a message with my contact info and have gotten no responseI have received an email from a request for information on my undelivered package that stated it was delayed due to bad weatherThe weather is not the issue any moreI believe my package has been dumped in the warehouse that our local news found that OnTrac was dumping packages instead of delivering themThis package contains over $worth of productThis is unacceptable

Based on the complaint received by the customer, our records do confirm that Mr***’s shipment was delayed in delivery. The package was scheduled to be delivered on August 24, 2017, however due to the late arrival of the transporting cargo, the delivery facility was not able to meet
the original delivery commitment date and timeMr*** did reach out to us on August 25, to inquire about his package. Our Customer Service agent opened a service ticket to address the issue. Mr*** was accurate in his statement that the Customer Service agent did not follow up with him accordingly, therefore he had to reach back out to OnTrac on the same day to obtain the status. The 2nd Customer Service agent did advise him that the shipment would be delivered on Saturday, August 26th, which was the commitment date that was provided by the local delivery facility. We failed to meet the new commitment date and time. Mr*** reached out to us twice on August 28th for a status update and was advised of the extended delayed situation and was directed to reach out to the shipper to replace the immediate need. The shipment was delivered on August 29th, however this was days past the delivery commitment dateI have reached out to the local delivery facility to address our failure to meet the delivery expectations that were set during the delay. I have attempted to contact Mr*** directly via phone to apologize for our less than stellar performance and the lack of follow up from our Customer Service team. I was not able to speak with him directly and have left him a voicemail with my direct contact informationShould there be any additional questions or concerns, I can be reached at ***@OnTrac.comThanks, Xiong L*

It was not just on 11/28, but for days in a row, it was claimed that the package was delivered, while it was notIf there is a delivery failure on one day, why is it not prioritized for the subsequent day? Why did the driver lie on separate days about the delivery? I can believe once is a mistake, but days in a row reveals intent and incompetent supervisionWhat have you done to give me more confidence next time?

An e-mail was sent to the consumer to address concerns they had with OntracMy contact information was provided

Ms***,My apologies for this poor customer experience, I assure it is not the level of service we strive to provideI agree, this performance is simply not acceptable, and as such, I have filed a driver complaint with the driver supervisor so that he can review the issues and concerns with the
driver assigned to make deliveries in your areaI see that you contacted OnTrac; can you please share whom you spoke to and if you still need to be contacted? Again, my apologies; please feel free to call me directly at ***so we can discuss next best steps. Regards,Deborah S***

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,
Winston W*

I spoke with Mr*** on 03/24/17, via the telephone to touch base about his situationMr***, did state that he spoke with the OnTrac representative on 03/24/MrH*** was made aware that this individual who contacted him, would be assisting in resolving his claimI did mentioned to Mr***, that he is more than welcome to reach out back to me, if he should need my help

I spoke with consumer today, via the telephone to express my apologies to her, about the poor customer experience she had with OnTrac. In addition, I have provided the consumer with my contact information in the event she should have any further issuesThe consumer was content with me
reaching out to her and discussing this matter

I responded to the consumer on 12/08/16, asking that they provided the OnTrac tracking number so that I may further assist themThe consumer did not provide this within the Revdex.com complaint they filedAn e-mail was sent with instructions on what is neededIn addition my contact information was
provided as well

i’ve already spoken to customer serviceThey state that the package was delivered when it clearly wasn’t and my neighbor can testify to that because your door was open all day because she usually watches out for my packages she stays home every day due to injuriesCustomer service has been less than helpful and I don’t need them to tell me that again with a generic message your package was deliveredIf you read the yelp reviews this is an ongoing issue and they do nothing to change itThe Manager itself is rude arrogant and just completely unhelpful

I have reached out to the complainant requesting the tracking number so that I may investigate the status of her outstanding deliveryI await her response. Regards,Deborah

Hello, I sincerely apologize for the frustration that the customer has encountered with the delivery of his packages. As with other shipping companies, our system functions off of tracking numbersUnfortunately, I am unable to find the shipment in our system to further investigate the
issue and seek resolution for customer If the appropriate tracking number associated with this delivery can be provided to me, I will definitely take this opportunity to review and address any service challenges that has occurred. If there are further questions or if I could be of further assistance, please feel free to reach out to me at ***@OnTrac.com. Best regards, Xiong L*Customer Care Manager

An e-mail was submitted to the consumer, apologizing for his late deliveryIn addition, I have provided the consumer my contact information in the event he should need any further assistance