OnTrac

Please see the cut and paste of my email to Mr***; his complaint did not have a valid tracking number so I cannot locate the shipment in our systemI await his response. Regards,*** Dear Mr***,I would like to personally extend my
apologies for your recent poor customer
experience with OnTrac. I assure
you that this is not the level of service that we strive to provide to all of
our customersI would like to see what I can do to assist, but am in need of
the tracking number for your shipment to do soThe tracking number provided in
the Revdex.com complaint is missing a few digitsCan you please provide the full
number so I can follow up with the delivery facility and customer care team
regarding your concerns, and attempt to locate your shipment?On behalf of OnTrac, and again, I
extend my apologies for any inconvenience this may have caused and look forward
to hearing from you soon so that I may assist you in resolving this issue

Sent consumer and email and advised as to what we have done at this point in timeIn addition my contact information was provided to the consumer

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,
*** ***

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

An apology was sent to the consumer about the poor customer experience they had with OnTrac. In addition, I provided both my e-mail and telephone contact numbers, in the event the consumer wanted to discuss further. In this specific situation, the consumer ,that she would
need to reach back out to the shipper. The consumer may ask the shipper for a replacement or refund if warranted

Hello,Based on the complaint received by the customer, I have addressed Mr***’ concerns with the local delivery facility. Our records indicate that our driver had Mr***’ shipment out for delivery on April 22, 2015, and scanned the shipment as Undeliverable with a comment that the
location was vacant. Through our internal technology, we were able to determine that the delivery driver was at the wrong address at the time the scan was applied to the shipment. The shipment was delivered to Mr*** the following day. To address Mr***’ concerns, I have filed a formal complaint with the local delivery facility and spoken to the Manager to address the delayed delivery. This issue has been addressed with the delivery driver and the driver’s supervisor to ensure that it does not happen againAdditionally, I have confirmed with the shipper that they have reimbursed Mr*** for the cost of his shipment.I was able to discuss Mr***’ concerns with him, advise him of the actions we have taken and apologize for his less than stellar experience with OnTrac. I have emailed him with my direct contact information as well so that he can contact me directly for any additional assistance he may need, now or in the future. Best Regards,*** ***Customer Care Manager

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,
*** ***

Hello, Based on the complaint received by the customer, I was able to research this issue based on the details provided by MrAllen in his complaintOur records do confirm that the shipment was delayed in delivery, resulting with the original shipment not being received by the customer.We received this package on 8/and it was scheduled to be delivered on 8/21. Our driver did take this package out for delivery on 8/21, but failed to make the delivery with no reason provided. When the customer reached out to OnTrac on 8/22, our Customer Service agent opened a service ticket to have the facility provide an ETA for delivery or more information regarding the locality of the package. The facility researched the issue further, but was not able to determine the locality of the package. At this time, we notified the shipper of the delay to ensure that a replacement could be provided to the customer and if the package was located, we would return the shipment back to the shipper.On 8/23, our local operations team did notify our Customer Service department that they had been able locate the package for delivery. Since we had already asked the shipper to reship and advised the return of the original package, we were unable to deliver the original package.The return shipment was received by the shipper on 8/28. The failed delivery attempt was addressed with the local management team to ensure that this does not occur going forward and that proper information is provided regarding non-delivery attempts. I also address the Customer Service representatives that assisted the customer in this matter to ensure that proper follow through is provided to each customer.I have personally followed up with the customer regarding this matter. If there is anything else I can assist with, please feel free to reach me at ***@OnTrac.comBest Regards,Xiong L*

Hello, Based on the information that was provided in the complaint filed, Ms*** had a shipment delivered that she was not able to locate. We sent a driver back to attempt to help locate the shipment, but unfortunately, when the driver returned to the address where the shipment was
mistakenly delivered to, the shipment was no longer available for recovery at the delivery location. When the driver returned to Ms***’s address, he advised her of the mis-delivery, but did not provide details regarding the inability to recover the shipment or provide any additional details to assist with addressing Ms***’s concernsWe have addressed this with the local delivery facility to ensure that the issue is addressed with the driver and Driver Supervisor to ensure that this does not happen again. I have communicated with Ms*** via email to apologize for her less than stellar experience with OnTrac and explained the actions we have taken to address this issue at a local level to ensure that it does not happen again. Ms*** has confirmed that a replacement has been received and I have notified the shipper of the details regarding the Mis-delivered shipmentI have provided Ms*** with my personal contact information so that if she has any future questions or concerns, she can contact me directly for assistance. Sincerely, Pamela AP*** 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, *** *** Customer Care Manager

[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,
*** ***

An E mail was sent to the consumer with my contact informationIn addition the consumer was made aware that any outstanding issues would be address in a timely manner

We appreciate the response and the assurance that packages will not be left at our leasing office, but our biggest concern is with packages being dumped at buildings close to the entrance. Yesterday four packages were left at AE building for residents in other buildings on the property. Earlier this month packages were left at a single resident door. None of these packages belonged to that resident and one of them was not even intended for delivery at our property. We hope that all of our residents would bring or report packages that don't belong to them to the leasing office, but this may not be the case. I have attached photos sent in by one of our residents of the packages left near doors of the AE building. None of these packages were intended for those doors or residents of those buildings. *** *** Mission Hills

I have reached out to the complainant to offer my sincere apologies and, even though she did not request it, have filed a formal complaint with the local delivery facility so they can get with the delivery driverI have also reached out to the customer care department to share her concerns over
long hold times as well as the lack of information provided by the agents. I also shared with her that this particular customer (Sephora) actually requires us to refer callers back to them, so this may be part of the reason for the lack of sharing of information. I have asked that she reach out to me directly should she have any other issues or concerns.Regards,Deborah

Hello,Based on the information that was provided in the complaint filed by Ms***, she was expecting a delivery that was scanned delivered, but she was not able to locate Ms*** did contact our offices directly and using our internal technology, we were able to confirm that the
shipment was not delivered correctly to Ms***’s address The driver was sent to recover the delivery from the incorrect delivery address and the shipment was delivered to Ms*** as soon as the issue was identified Additionally, Ms*** had another shipment that was due for delivery last week that was not delivered until today This shipment did arrive at the destination facility on the expected delivery date, but was not scanned out for delivery until this morning.I have filed a formal complaint with the local delivery facility on behalf of Ms*** to ensure that Ms***’s concerns are being addressed by the local leadership team I have spoken directly to the General Manager of the Delivery facility that services the city where Ms*** receives her shipments several times, and have received confirmation that this issue has been reviewed with the delivery driver and the driver’s Supervisor to ensure that this does not happen again To ensure that future deliveries are completed accurately and on time, the driver’s supervisor is going to personally oversee these deliveries until he is confident that they will be delivered without incident and to ensure that Ms*** does not experience any future delayed deliveries.I have corresponded with Ms*** several times via email and have attempted to contact her directly via phone today to apologize for her less than stellar experience with OnTrac, advise her of the actions the local OnTrac facility is taking and provide her with my personal contact information so that if she has any future questions or concerns, she can contact me directly for assistance I was not able to connect with her via phone, but did leave her a voicemail and have followed up with an email to apologize again and advising her of the actions taken. Sincerely,*** ** ***Customer Care Manager

I informed her that it was EVENTUALLY delivered, so she doesn't need a tracking number to look at the statusHaving that
information in now way changes the way they went about taking care of their customer, and I'm not the only one who has had major issues with this companyAll you have to do is google "OnTrac" and you will see tons of reviews with the same complaints that I presented when opening this complaint

In response to OnTrac's claim that they are awaiting a response, I replied to OnTrac's response on December 22, Please see the attached pdf for proof. Thanks,***

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 second e-mail was sent to the consumer on 01/27/17, providing my telephone number requesting that we chat about this matterI have further information regarding this delivery that I would like to confirm with the consumer

[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,
*** ***