OnTrac

Hello,Based on the complaint received by the customer, I have addressed her concerns with the local delivery facility to improve future delivery service to Ms. [redacted].  Our records indicate that our driver delivered a shipment addressed to Ms. [redacted] on April 4, 2015 to the leasing office of...

her complex instead of attempting to deliver to her front door first.  To address Ms. [redacted] concerns, I contacted the Manager of the local delivery facility and reviewed the concerns from the customer.  The Manager has discussed this issue directly with the driver and the driver’s Supervisor and the delivery driver is clear that moving forward, deliveries must always be attempted directly to the receiver and only taken to a leasing office if the receiver is not home to accept deliveries.  Additionally, I have also updated delivery instructions in our system for the customer’s delivery address with the same instructions so that if the regular driver is not working, any other driver covering the delivery area will know that this is required for any future deliveries to Ms. [redacted] address.  I have contacted Ms. [redacted] directly via email to apologize for our less than staller performance regarding the delivery method of this shipment and the delays in her receiving her shipment timely as a result.  I assured her that we are addressing her concerns.  In addition, a Manager of our local delivery facility has also reached out to her directly to assure her that this issue has been addressed at a local level to ensure this does not happen again.  Best Regards,[redacted]Customer Care Manager

Good afternoon,First, I'd like to apologize for your poor delivery experience; I assure you this is not the level of service we strive to provide at OnTrac. I would like to address your issues, but as any other shipping company, our systems are dependent on tracking numbers. Can you please forward...

me the tracking number of your shipment so that I can locate it in our system which will enable me to provide further assistance?I look forward to hearing back from you.Regards, Deborah S[redacted]

Hello,I conducted the research on the tracking numbers that the consumer provided. I was unable to pull up one of the tracking numbers,  and I made the consumer aware of this via e-mail. I also sent the consumer an e-mail apologizing for the poor customer experience she had with OnTrac. The...

consumer was made aware on 02/20/17, that she would need to contact the shipper in order to get a replacement. I provided the consumer my contact information in the event she wanted to discuss further.

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 confirmed that there is no gate code and that the customer will need to be called for access.  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 to ensure that deliveries are not delayed moving forward.  As soon as possible, we will update our database with the access instructions so that the delivery driver will have this information for all future deliveries.  I have contacted [redacted] directly to apologize for our less than staller performance regarding the delayed delivery of recent shipments and assured him that we are addressing his concerns.  In addition, I have provided [redacted] with my direct contact information so that if there are any future questions, issues or concerns with his deliveries, he can contact me directly for immediate assistance. Best Regards,  [redacted]
  Customer Care Manager

Good afternoon,We are researching this shipment and additional information will be provided shortly.Regards,Deborah

I no longer wish to communicate with this company due to the criminal behavior of their employees. Peeling out in my driveway and staring me down as to insinuate a...

fight is behavior I wish and choose not to stoop down to. We've also informed our insurance provider (the sender of the packages) of this circumstance and have been told that they will no longer use this carrier due to the inability to deliver packages adequately and in a timely fashion. The contents of these packages were medical supplies and not only were they lost but once found, they were carelessly thrown over our fence. This company's motto and trademark is a flat out lie. One look at their reviews online and it becomes clear that we weren't the only customers hurt by this company.

Good afternoon,My apologies for this poor customer experience, I assure it is not the level of service we strive to provide. I 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 area. Please email me directly so that I can assist you in filing a claim directly with OnTrac, as that will expedite resolution for you. I can be reached at [redacted]@ontrac.comAgain, my apologies. Regards,Deborah S[redacted]

Provided customer my contact info along with additional information that is needed.

I have responded to the company with the tracking number.

Hi,I truly want to address any frustrations that the customer has experienced.  In order for me to proceed, I do need further information, such as the tracking number associated with the delivery, in order to thoroughly investigate and resolve the any challenges that were encountered.  I made a second attempted to reach out to Ms. [redacted] by phone and email, but was not successful in getting in touch.  Please feel free to email me at [redacted] with any additional information or further questions.Thanks,Xiong L*

Hello,As with any other shipping company, our system functions off of tracking numbers. I 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 back. Unfortunately 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 customer. I assure you that this is absolutely not our normal 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,[redacted]Customer Care Manager

The respondent remains an anonymous, "I." Is it making another crank?  What is a "DC," btw? I have no idea how to respond to this other than to let...

you know it follows the same pattern alleged originally. There is clearly no sense of accountability or personal commitment to what CS means.  This incident is over a month old. I was cheated out of [redacted]'s Prime benefit ($49) and books ($13.26) through precisely this kind of fluff. I don't get it and maintain that its executive team never made itself available for intervention. Was this part of their design?

Hello,
 
Based on the complaint received by Ms. [redacted], I have addressed her concerns with the local delivery facility. Ms. [redacted] has requested that when deliveries are being made to her address, that the delivery driver ring her bell and obtain a signature at the time of delivery to...

ensure that she is receiving her shipments at the time they are delivered. 
We have updated these instructions in our system for Ms. [redacted]’s delivery address and the local Manager has addressed these concerns with the delivery driver and his Supervisor to ensure that there are no future issues.  I have contacted Ms. [redacted] directly via email to apologize for our less than staller performance regarding the delayed deliveries of her previous shipments, updated her on the status of a current delivery she is scheduled to receive today and assured her that we are addressing her concerns.  In addition, I have provided my direct contact information to Ms. [redacted] so that if she has any additional issues or concerns, she can contact me directly for additional assistance, now or in the future.
Best regards,
[redacted]
Customer Care Manager

Hello, I sincerely apologize for any delay of delivery that the customer has encountered.  As with other shipping company, our system functions off of tracking numbers. Unfortunately, I am unable to find the shipment in our system to further investigate the issue and seek resolution...

for customer.  I reached out to the customer via phone to obtain further information regarding the delivery, but was not successful in getting through.  I did leave a voicemail with my direct phone number and followed up via email to express my apologies for the less than stellar performance that was encountered. 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

Good Afternoon,I apologize for this poor delivery experience. In researching this issue, and speaking with the driver, he believed this was the same address that had previous issues with not receiving an actual signature while making a delivery. Because of that, he opted not to follow the...

instruction on the shipment, which was to in fact leave the shipment without obtaining a signature. He assures us he was trying to do the right thing, but going forward will follow the instructions /notes on the shipment.Again, I apologize for what was clearly a source of frustration for you.Regards,Deborah

I have given the tracking number each time I lodged a complaint. The last...

two:[redacted]. The last complaint was a delivery to my driveway of a pkg. with a different address. I was told that OnTrac would pick it up and deliver it correctly. Two days later I delivered it myself. That recipient told me she was having the same problem: pkgs. at the end of the drive or in the bushes in front of the house, or very late delivery [11:30 pm]. I have yet to hear from the local supervisor. I have no local number so I can get an explanation.

I sent an email to the consumer on 12/19/16 expressing my apologies and advising what they must do in order to have the product replaced. My e-mail states that the consumer is required to contact the merchant to request a replacement or reimbursement. I have also provided my contact information to...

the consumer for any further questions they may have.

Sent Consumer an e-mail with my contact information, advising that I would like to try and assist her, regarding her issue she experienced.

Guys and Gals,From an e-mail sent to you earlier that you said was not needed. Here are a couple of photos from an Amazon delivery today. The box has "ONT2" on it so I am assuming OnTrac as its placement is "normal" OnTrac. Amazon order [redacted] Tracking number [redacted]   Put on the back patio wall which is in plain view of passers by and out of my view. I only found it because I was taking out the trash. Thanks, [redacted] Cell [redacted]

I was contact by Eddie B[redacted] with Ontrac Customer Service on March 21st by phone and by email. The expectation was that I would be hearing from the Vendor Manager soon with a resolution. That has not happened. Email communication attached with specifics.This is not resolved.