OnTrac

Hello, I have reviewed all of the system comments, and the complaint is accurately representedThe driver did leave the shipment with a Proof of Delivery name of 'mail room'; I have reviewed the system and the GPS data collected at time of delivery confirms that the driver was in fact at the
delivery address when the shipment was scanned as deliveredRegardless, the package was never receivedPlease have the complainant contact me directly at *** so that I can assist him with filing a claim. Our apologies on this poor level of service; clearly not the level we strive to provide. Regards,Deborah

After all this time it took for the business to read thisthey didn't even read itThe information you needed was already included in the original complaint details I've attached a picture of the complaint details so we can be sure you can find it

Revdex.com:
I appreciate that Ontrac contacted me via email and phone
regarding my complaintI received the package on 10/that was marked as delivered on 10/I recognize that mistakes happen, nevertheless I hope that Ontrac will be extra vigilant in making sure that packages delivered on-time to the correct addressI have received my package, which was my desired resolution to this complaint (** ***) and therefore have accepted Ontrac's resolution of the complaint
Regards,
*** ***

I sent the consumer an email on 06/20/16, advising that his issue is being researchedIn addition my contact information was provided

Hello, Based on the complaint received by the customer, the customers shipment was delayed due to the drivers failure to properly use the call box upon arrival for entry. 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. In addition, we have updated our database with instructions clarifying how to gain access through the customer’s gate and the customer’s phone number so that all future shipments can be delivered to the customer. The system will reflect these details to ensure that the delivery driver will have this information for all future deliveries. The Manager of the local delivery facility contacted Ms*** directly via phone to apologize for our less than staller performance regarding the non-delivery of the recent shipments and service delays that she encountered throughout the process.We truly apologize for any inconvenience this has caused. If there are further questions or assistance that I can assist with, the customer can reach out to me at ***@OnTrac.com Best Regards, Xiong L*Customer Care Manager

Mr***, Let me first begin with an apologyThis level of service is certainly not what we strive to provideI'd like to offer assistance in a couple of waysFirst, if you can provide me an actual code or number for access, I can have it hard coded into our system so it always appears
with your address, which should remove the confusion on the drivers partSecond, and most important, I agree that this should not be this difficultCan you please provide me a tracking number of one of your shipments? I can use it to identify the driver who seems to have continuous issues making delivery to your addressI'd like to file an official complaint and follow up with the drivers' supervisor.Again, my apologies, and I look forward to hearing back so that I can hopefully get this resolved once and for all. Regards,Deborah S***

Hello,I am unable to respond to this (attached) on line as this was a letter delivered via *** to our offices in *** in error Below is the response to this complaint:Hello,Based on the complaint received by the customer, I have addressed his concerns with the local delivery facility
I was able to research this issue based on the details provided by Mr*** in his complaint and our records do confirm that the shipment was delayed in delivery by business day. I contacted the Manager of the local delivery facility to review the details of this shipment and a meeting was held with the driver and his Supervisor to address Mr*** concerns and ensure that the driver is aware that this cannot happen again Additionally, we have notified the shipper of the delayed delivery to request that they refund the charges for the delivery fees to Mr*** We will continue to follow up to help ensure that this happens.I have left a detailed voicemail for Mr*** apologizing for our less than staller performance regarding the delayed delivery of his shipment and requested a call back if he would like to discuss further or if I can assist him directly with any future issues or concerns as needed.Best Regards,***
*** ** ***Customer Care and Operations Support Manager

Based on the information that was provided in the
complaint filed by Ms***, a shipment was delivered that she was not able
to locate.FALSETHERE WAS NO SHIPMENT TO LOCATE BECAUSE
IT WAS NEVER DELIVERED OR LEFT ON DOORSTEPI WAS HOME THE ENTIRE WEEK THE
SHIPMENT WAS SUPPOSE TO HAVE ARRIVEDI have followed up with the local Manager of the delivery facility that
services the area where Ms*** resides to ensure that moving forward, we
request a delivery signature even if not requested to ensure delivery is confirmed. PERFECT I have communicated directly via email with Ms*** to apologize and I have
updated our data base with delivery instructions to ensure that all future
deliveries are obtaining a signature. Additionally, I have shared the
information necessary for Ms*** to file a claim to recoup her losses
Finally, I have provided Ms*** Customer Care Department contact
information so that if she has any future questions or concerns, she can
contact us directly for assistance. I HAVE NOT RECEIVED ANY EMAIL AND I WOULD LIKE THE
ORGINAL DATED EMAIL THAT SUPPOSEDLY WAS SENT AND RESEND IT WITH A RECEIPT
REQUIREDI HAVE HAD TWO SHIPEMENTS COME IN VIA ON TRACBOTH SHIPMENTS HAVE
NOT ARRIVED ON THE COMMITMENT DATE. FIRST SHIPMENT WAS DUE ON A WEDNESDAY AND WASN’T DELIVERED UNTIL THE
FOLLOWING MONDAY, THE SECOND DELIVERY WAS SUPPOSE TO BE DELIVERED ON A
WEDNESDAY AND WAS DELIVERED THE FOLLOWING DAY. VERIFICATION CAN BE MADE BY THE TRACKING INFORMATION ON MY PAST TWO
SHIPMENTS. ON BOTH TRACKING STATEMENTS
THERE WAS NO “ATTEMPT OF DELIVERY” LISTEDIN MY OPINION THE DRIVER THAT MAKES
THE DELIVERY IN MY AREA IS NOT BEING TRUTHFUL TO HIS SUPERVISORI PAY FOR THE
SHIPMENT TO BE DELIVERED AND I EXPECT IT TO BE DELIVERED ON THE COMMITED DATE
NOT ONE OR FOUR DAYS LATERI DO NOT ACCEPT THE RESPONSE MADE BY THE BUSINESS BECAUSE IT IS DISHONEST IN IT'S ENTIRETY

An e-mail was sent to consumer regarding next steps and what needing to happenIn addition a driver was sent back to the residence to speak with her about that packageI have also provide my contact number so that the consumer would have a direct OnTract contact

I do not consider the matter resolved until such time as I either find a package delivered to the proper location, or I communicate directly with the driver
about where the packages should be delivered Since the original complaint I have spoken to ONTRAC customer Service at least times and have been assured that my delivery preferences are on file and would be complied with Today I returned home from shopping to find another package in front of the garage in the full sun. *** * ***

I do apologize, and can certainly refund the shipping chargesThat said, I’d like to also look further into what is causing the delaysTo do so, I would need to obtain the shipment tracking number

Hello,  [redacted] and I have spoken regarding the damages to her front walk way/porch area due to leaking coconut oil.  I have apologized to [redacted] for this unfortunate incident and requested that she obtain an estimate to attempt to have a professional clean the area to attempt to...

remove the oil stain so that we can file a claim on her behalf to be reimbursed for the cost of the cleaning / repairs.  Additionally, I have filed a formal complaint internally to ensure that this issue is addressed with the driver and his Supervisor in regards to the safe handling of this shipment to ensure that there are no future issues of this nature with [redacted] or any other customer.  I have apologized to [redacted] directly for our less than staller performance regarding her experience with OnTrac and will continue to work with her to ensure that this issue is resolved to her satisfaction.   Best Regards, [redacted]
Customer Care Manager

Hello, I sincerely apologize for the less than stellar performance that the customer has experienced. As with other shipping companies, our system functions off of tracking numbers. Without OnTrac’s tracking information, I was not able to locate the shipment in our system to further...

investigate the issue and seek a resolution for the customer.  If the appropriate tracking number associated with this delivery and any previous deliveries 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 [redacted]@OnTrac.com. Best regards, Xiong L*Customer Care Manager

Hello, Based on the complaint received by the customer, I have addressed his concerns with the local delivery facility.  Based on the tracking numbers provided by Mr. [redacted], our records do confirm that these shipments were delayed in delivery.  2 separate delivery drivers were...

unable to locate the receiver’s home on the first attempts. The shipments were delivered the following day as the drivers both reported they were unable to locate the customers address.  I contacted the Manager of the local delivery facility to review both examples provided and a meeting was held with the drivers and their Supervisor to address Mr. [redacted] concerns.  In both instances, the drivers stated that they were not able to locate any signage showing the actual address visible from the street and due to closed construction fences, did not feel it was safe to leave the shipments.  To ensure that this does not happen again, we have updated our data base with the cross street information for Mr. [redacted] home, and his phone number, which he provided previously so that they can call for directions if needed.  Additionally, we have reminded the delivery drivers that they can call into our Operations Support Center to get directions while on route, or we can call the customers for directions on their behalf to ensure timely delivery.  The Manager of the local delivery facility also will be monitoring for shipments going to Mr, [redacted] address to help monitor to ensure that there are no issues with future deliveries.I have attempted to contact Mr. [redacted] directly via phone to apologize for our less than staller performance regarding the delayed delivery of his shipments, but his voicemail states he is unavailable until the end of the month.  I have left him a voicemail and I have followed up with him via email as well.  In addition, I have provided him with my direct contact information so that I can assist him directly with any future issues or concerns.Best Regards,[redacted]Customer Care Manager

Hi,We truly apologize for any inconvenience and frustration this has caused.  OnTrac strives and is committed to provide first class delivery service to all their customers.  We have reviewed the complaint filed by Mr. [redacted] and have placed permanent delivery instructions at his...

address to ensure that all packages are delivered to the front door only.  This should minimize any delivery issues going forward.Should there be any questions or concerns, please feel free to reach out to me directly at [redacted].Thanks,Xiong L*

I have already contacted Ontrac about the issue and all the told me was to contact the seller...

(Amazon) which I have done and have been refunded. I have since ordered other things through Amazon which has been and is being shipped through Ontrac we have it arranged that they have to ring the doorbell and wait for one of us to answer the driver the last time was very rude and short tempered like it was a burden to have to do it this way and not just dump the package and leave. The people we seek to on the phone also have been very rude the just keep saying they understand but when we ask if this has ever happened to them the day no in a very rude way.

I have reached out to Ms. [redacted] and provided a letter of apology as of  06/10/16 along with my contact information.

I will be waiting for your response.  Please tell me why Ontrac never explained to me where is the garage door that the tracking number states it delivered to (no garage door on property), and why wasn't it delivered to the front door when there is no obstacle and less than a hundred feet between the street and the front door.  Also like to know why Ontrac is still saying the package was delivered to the correct address and just ignoring the other relevant data on the delivery (no garage door on property and easy access to front door).

The "internal" delivery confirmation that OnTrac provided said the package was delivered "Behind The Gate".  However, my property does not have any front or back gates.  There is no fencing whatsoever on my property.  OnTrac has not responded to explain this specific detail and continues to skirt this issue.  The package is still missing and the regional manager did NOT contact me.  If it was delivered at all, clearly the package was delivered to the wrong property if the driver recorded "Behind The Gate".  I would like a response from OnTrac regarding what/where the gate is?

I provided this customer my contact information and have made them aware that we are reviewing his complaint surrounding his situation.