OnTrac

Good afternoon,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, would like to file 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 would also like to ensure that your address information in our system is correctI have copied in Matthew G***, Customer Care ManagerHe can be reached at: ***@ontrac.comPlease reach out to him directly so that he can further address your concerns, and file the driver complaint so that we can prevent this issue from reoccurring.Again, my apologies Regards,Deborah S***

Hi, Based on the information that was provided in the complaint filed by Mr***, he had a shipment that showed delivered, however he was not able to locate the packageMr*** reached out to OnTrac’s Customer Care Department to inform of the incident, however based on the confirmed delivery scan, he was referred to the shipper for refund and replacement optionsUtilizing our internal technologies, we were able to confirm that the driver was at the correct location at the time of delivery. We asked the driver back to assist with the recovery of the package and was not successful. The driver advised that the delivery was made to the correct address and to the lobby of the parking areaI have been in constant contact with Mr*** regarding the situation and have provided a step by step details of the findings. Unfortunately on 11/1, I did advise Mr*** that we have exhausted all our resources to locate the package and regret that we were not successful. I apologized for any inconvenience this may have caused and I appreciate the patience that Mr*** has provided us through this process. Mr*** has my direct contact information should he need further assistance in the futureIf there is anything further I can do to assist or any addition questions I may help answer, please feel free to reach out to me at ***. Sincerely, Xiong L*Customer Care Manager

Good morning,First I'd like to offer my apologies for the poor service experience; I assure you that this is the service we strive to provideI have requested more information on your situation, and will reach out to you directly via email once I receive itIn the meantime, feel free to reach out
to me directly at ***.Regards,Deborah

Hello,Based on the information that was provided in the complaint filed by Mr***, a shipment was delivered that he was not able to locate Mr*** did contact our offices directly and we sent the driver back to attempt to help locate the shipment The driver reported that the
shipment was delivered to the correct address, but he was not able to locate it when he returned Both myself and the Manager of the local delivery facility contacted Mr*** to confirm the description of his residence matched what the driver reported and verified that he appeared to have gone to the correct address We scheduled the driver to return again as Mr*** could not locate a notification (Door Tag) from the drivers first attempt to help locate the shipment, but before that could happen, Mr*** contacted me to advise that he located the shipment Since Mr*** had already received a replacement, we have recovered the original shipment and are returning it to the shipper as per Mr***’s request. I have followed up with the local Manager of the delivery facility that services the area where Mr*** resides to ensure that moving forward, we are delivering all of Mr***’s shipments directly to the front porch if he is not home to receive future deliveries, and to always attempt to obtain a signature, regardless if the shipper requests one or not to ensure that we get deliveries directly to someone within the receiver’s home on the first attempt and to help make sure that this does not happen again.I have communicated directly via email and over the phone with Mr*** to apologize for this issue and the inconvenience this issue has caused Additionally, I have provided Mr*** with my personal contact information so that if he has any future questions or concerns, he can contact me directly for assistance. Sincerely,*** ** ***Customer Care Manager

Hello, Based on the complaint received by the customer, we have determined the root cause of his concern. Our records confirm that Mr***’s shipment was not created by the shipper and received into our distribution facility until August 23, Mr*** did report his concerns
to us on August 23rd, which we advised him that the shipment was not received by OnTrac until August 23rd and same day delivery was not selected by the shipper. Our Customer Care agent did advise Mr*** that the delivery would be made on the next business day, August 24, 2017.We truly apologize if this has caused any frustrations to the customer and assure you that OnTrac strives to provide on-time deliveries for our customers. If there are any issues, concerns, or questions with future deliveries, he can contact me directly at ***@OnTrac.com.Sincerely,*** **

Please see the below email sent to the complainantWe are following up with the delivery driver and will compensate the complainant for his loss.Regards,DeborahGood day,I
would like to personally extend my apologies for your recent poor customer
experiences with OnTrac. I assure you that
this is not the level of
service that we strive to provide to all of our customersWhile we do not like
to receive notice of these types of issues, we do strive to provide a first
class delivery experience for all of our customers and believe that each one is
an opportunity to improve how we do businessAs such, I have filed a formal
complaint with the Manager of the local facility in your area regarding the
repeat issues with deliveries to your address, and he is following up on themAdditionally,
please do contact me directly so that I may assist you in filing claims for your
lossOn
behalf of OnTrac, and again, I extend my apologies for any inconvenience this
may have caused and look forward to hearing from you so that I get these issues
properly resolved

Hello,OnTrac works off of delivery tracking numbers in order to locate the delivery details. Each tracking number is unique and often times we are not able to search by the customer's personal information, as the information provided from the shipper may vary. We heavily rely on the tracking number associated with the delivery to ensure that we have the correct information.I reached out to MsHeeren by phone to further discuss the matter, but was not successful in connecting. I left a voicemail and followed up with an email to MsHeeren to ensure that she had my direct contact information to further discuss the matterI will await her response to ensure that we have her concerns addressed with the local delivery facility.If there are further questions or if I could be of further assistance, please feel free to reach out to me at ***@OnTrac.com. Sincerely, Xiong L*Customer Care Manager

Good afternoon, A member of the Leadership from Customer Care will be reaching out to the complainant to assist in resolving this issue. Regards,Deborah

Good afternoon,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, would like to file 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 area, and either locate your package or assist in the filing of a claimI have copied in Matthew G***, Customer Care ManagerPlease reach out to him directly so that he can further assist youHe can be reached via email at ***@ontrac.comAgain, my apologies; do reach out directly to me if there is anything else I can do, or be of further assistance. Regards,Deborah S***

On 02/28/17, I reached out to Mr*** via e-mail, and ask that he provide me with the tracking numberAs with any other shipping company, our systems functions off of tracking numbersUnfortunately until I hear back from Mr***, I am unable to even find the shipment in our system,
let alone further investigate the issue and seek resolution for the customer

I did receive phone call that I do need to respond to, but no e-mailI need time to call the company back and see what their response will be

Hello,Based on the response from Ms***, I reached out to her via email and phone to ensure that her concerns were properly addressed. We were able to connect and further discuss the matter.I filed a formal complaint to the local delivery facility advising of the additional information provided by Ms***. Our local delivery Management team is looking into the matter further to ensure that all deliveries are made to the proper location going forward.In speaking with Ms***, we determined that there is a discrepancy when utilizing GPS to locate her address. She kindly provided me with a screenshot of where Google maps indicated her location was vswhere she is actually located. This information has been provided to our Operations Management team to ensure that there is a clear understanding of the delivery location going forwardI am awaiting the final resolution from our Operations Manager to confirm that the concern has been addressed with the appropriate partiesI will reach out to Ms*** personally to provide the information. Ms*** has also been provided with my direct contact information should she have further questions or needs additional assistance.If I can be of further assistance, please feel free to reach out to me at ***@OnTrac.com.Best Regards,Xiong L*Customer Care Manager

I have reached out to the shipper to apologize and have requested the shipment tracking number so that I may be of further assistance, as I am unable to research the shipment with out itI await a response from the complainant. Regards,Deborah

Hello,We were unable to contact the complainant via telephone to apologize for the
delivery concerns of her shipment and discuss the actions we have taken to
address her concerns, as well as her options; it appears the number we have
on file for the shipment is not a good numberAs a
result, we were not been
able to leave a voicemail so we reached out you via
email.I thanked her for reaching out with your concerns and explained that I have reviewed the details of the shipment, and at this point
in time, unfortunately, it does not appear that we are able to locate it. I also offered her an opportunity to file a claim so that she can
be compensated for her lossI asked her to let me know if she would like to do this so I could forward a claim form to her to complete and submit directly to me, so
that I can ensure the processing of the claim is expedited. I am awaiting her response. Regards,***

Hello,Based on the complaint received by the customer, I have addressed the concerns with the local delivery facility. The customer has had delayed deliveries as a result of the delivery driver reporting that a gate code or access code is needed to deliver the shipments. The customer has
provided us with the universal gate code for access to his residential neighborhood. To address these concerns, we have reviewed the delivery requirements for this delivery address with the delivery driver, his Supervisor and the local leadership team. Management from the local delivery facility has confirmed that they will provide a copy of the written authorization letter from the receiver to the delivery driver to ensure that deliveries are not delayed moving forward. In addition, we have updated our database with the access instructions so that the delivery driver will have this information for all future deliveries. I have contacted *** directly to apologize for our less than staller performance regarding the delayed delivery of his recent shipment and assured him that we are addressing his concerns. Additionally, I have provided *** with my personal contact information so that if there are any future issues or concerns, he can contact me directly for immediate assistance.Best Regards,*** ***Customer Care Manager

Hello,Please contact me directly so that I can help find resolution for thisI can be reached at ***@ontrac.comThank you,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), 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

Hello, Based on the complaint received by Mr***, we were able to review the details of his delayed delivery in our system and have addressed his concerns within our customer care department and with the local delivery facilityTo address the customer’s concerns, I have reached out to
the Manager of the local delivery facility, who has confirmed that Leadership changes are being made in the area where Mr*** resides, which should immediately ensure that shipments in the area are not delayed again moving forward. While speaking to Mr***, he explained that he experienced additional frustration when he was calling in for updates and could not get a definite ETA from our customer care team. I have assured him that after reviewing the information documented in our system, we will be reviewing the situation with all members of our customer service team who spoke to him to help ensure that they identify how they can be of greater assistance to all of our customers moving forward. I have apologized to Mr*** via phone for our less than staller performance regarding the delayed delivery and his overall customer service experience and assured him that we are addressing his concerns. In addition, I have provided Mr*** with my personal contact information so that he can contact me directly if there are any future issues or concerns with his deliveriesBest Regards,
*** ** *** Customer Care Manager

Hello, First, I'd like to offer you my apologies for this entire experienceI assure you it is not our normCan you please provide me with a tracking number of the shipment? That will enable me to retrieve all of the data from the system so that I can properly investigate all of your
concerns, including ensuring this driver does not make future deliveries to your home. Thank you,Deborah

Based on the information that was provided in the complaint filed by Ms***, she had a shipment delivered that she was not able to locate. Ms*** did contact our offices directly and we sent the driver back to attempt to help locate the shipmentThe shipment was able to be
located and was delivered to Ms*** on April 27, 2015. Through our internal technology, we have confirmed that the delivery driver was at the receiver’s location at the time the delivery scan was completed. 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 are delivering all of Ms***’s shipments to the correct location.I have communicated directly via email with Ms*** to apologize and she has confirmed that she received her shipment. Additionally, I 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,*** ** ***Customer Care Manager