OnTrac

Hello,In regards to the complaint filed by Mr. [redacted], I was able to make contact with him to obtain the delivery tracking number.  The delivery he was expecting was delivered to someone that he was not familar with.  After investigating the issue and using our internal technology,...

we confirmed that the shipment was delivered to Mr. [redacted] leasing office and not to his front door.  To resolve this issue, we sent the delivery driver back to Mr. [redacted] apartment complex to recover the shipment and deliver the shipment directly to Mr. [redacted].  Once we received confirmation that the delivery had been corrected, I contacted Mr. [redacted] again to confirm that he had received his shipment.  In addition, the local Manager of the delivery facility has addressed this issue with the delivery driver and the driver's Supervisor to ensure that this does not happen again.  We have also updated delivery instructions in our data base to alert the delivery driver for all future deliveries to ensure that shipments are delivered directly to his front door and not left with a third party.I have apologized to the customer for his less than stellar delivery experience and have provided Mr. [redacted] with my direct contact information so that if he has any additional concerns now or in the future, he can contact me directly for assistance.Sincerely,[redacted]Customer Care Manager

Hello,In regards to the complaint submitted, I have Ms. [redacted] to discuss this issue with her.  Our records indicate that the shipment referenced in the complaint was delivered on January 20, 2015.  Ms. [redacted] did contact us directly to advise that she could not locate the delivery....

 Our driver returned to the delivery address yesterday to confirm that he delivered to the correct location and the shipment was no longer at the front door where it was delivered previously.  We have confirmed via our internal technology that the driver who delivered the shipment was at the correct delivery address at the time the delivery scan was completed.  To prevent this from happening again to any future deliveries for Ms. [redacted], I have updated instructions for this delivery address to advise the delivery driver that shipments should not be left at the front door moving forward if the receiver is not at home to sign for and receive the shipment.  I contacted Ms. [redacted] yesterday to apologize for the inconvenience.  She did confirm that the shipper has already sent her a replacement which she has received, so we will follow up with the shipper as needed for the cost of the replacement product.  Additionally, I did attempt to contact Ms. [redacted] back again yesterday afternoon to update her regarding the attempt by the delivery driver to verify the delivery location and confirm that her shipment was not mis-delivered to a neighboring apartment.  I was not able to reach her personally the second time, but did leave a detailed voicemail with updates on the actions that were taken to attempt to resolve this issue.  I have also invited her to contact me directly if she has any specific directions/instructions she would like us to follow for future deliveries, or if there is anything additional I can do to assist her, now or in the future. Sincerely,[redacted]. [redacted]Customer Care Manager

Hello,Based on the complaint filed, I called Mr. [redacted] to apologize for the inconvenience that he experienced as a result of his shipment being returned to the shipper.  Mr. [redacted] was unable to provide me with the tracking number for this shipment, but we were able to locate his address in our...

data base and have updated instructions for the delivery drivers for any future deliveries that may be addressed to Mr. [redacted] advising that the driver will need to utilize the call box upon arrival and ensure that a door tag is always left if Mr. [redacted] is not home to receive deliveries.I have provided Mr. [redacted] with my direct contact information so that if he has any additional issues or concerns, now or in the future, he can contact me directly for assistance.Sincerely,[redacted]Customer Care Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]

Hello,Based on the information that was provided in the complaint filed, Mr. [redacted] had a shipment delivered that he did not receive.  Mr. [redacted] did contact our offices directly and we sent the driver back to attempt to help locate the shipment, but unfortunately, when the driver...

returned, the shipment was no longer at the delivery location. 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, however, this is a large complex with multiple buildings and multiple units within.  We have confirmed with Mr. [redacted] that he has already received a replacement from the shipper.  Additionally, I have followed up with the local Manager of the delivery facility that services the area where Mr. [redacted] resides and this has been addressed with the delivery driver and his Supervisor to ensure that moving forward this does not happen again.I have contacted Mr. [redacted] directly to apologize and provide him with the actions we have taken to address his concerns.  Additionally, after talking with Mr. [redacted], I have updated our data base with delivery instructions for all future deliveries to advise the driver to knock first and if Mr. [redacted] is not home, to leave shipments on the back patio instead of at the front door.  I have provided Mr. [redacted] with my personal contact information so that if he has any future questions or concerns, he can contact me directly for assistance. Sincerely,[redacted]Customer Care Manager

Hello,   Based on the response filed by Mr. [redacted], it was confirmed that the driver incorrectly scanned the package delivered on 11/29, when it had not been.  The issue was corrected on 11/30 to remove the incorrect scan.  On 11/30 and 12/01 the driver did not mark these packages delivered on those specific days as mentioned in the complaint.  The driver however did not attempt to deliver on 11/30 and 12/01 as required.The non-attempts and inaccurate scan was addressed with the local delivery facility and corrective action has been taken to ensure that proper deliveries are made going forward.I apologize for the less than stellar performance that Mr. [redacted] has received and assure that all measures have been taken to minimize future delivery concerns.If there is anything that I can further assist with, please feel free to reach out to me at [redacted]@OnTrac.com.Best Regards, Xiong L* Customer Care Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]

As you are a third part vendor who was contracted by [redacted] to fulfill their shipping needs, they have already replaced the item that you failed to deliver. Having done so, I no longer in the loop and will not be communicating any further with OnTrac in regards to this situation. However, I am certain that [redacted] will be following up in the near future in order to discuss the mishandling and disappearance of the package. TY

The package was delivered not long ago after filing the complaint on Revdex.com. I was also contacted asking for the tracking earlier today as well as on here. Here is the information.             Carrier: ONTRAC, Tracking #: [redacted]  The package was scheduled for 1 day delivery and was marked as delivered on that day, but it was never actually physically delivered. It did not arrive until nearly a week has passed and I started the complaint.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The whole reason I filed this complaint is to bring to light the faulty business practice that your company is practicing. We had an item that was placed in your care for shipping and it got damaged in the shipping process and your company refuses to take responsibility for it. Your company is the only shipping company that has these types of terms and conditions and that is the reason for the complaint.
Regards,
[redacted]

I spoke with Mr. [redacted] on 12/08. I advised Mr. [redacted] that a driver complaint was issued and that I have followed up with the appropriate person at the facility to escalate his issue. In addition, I provided my contact information to Mr. [redacted] so that he could reach out to me directly if another issue should occur.

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 customers call box 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.  Additionally, the driver has been given detailed instructions for future access to ensure that it never happens again. The Manager of the local delivery facility and I have both contacted [redacted] directly via phone to apologize for our less than staller performance regarding the delivery issues of the recent shipment and to advise directly the steps we have taken to address his concerns.  Additionally, [redacted] has been provided with both my contact information and the local Manager so that if there are any future issues or concerns, we can be contacted directly for immediate assistance.                                 Best Regards,[redacted]Customer Care Manager

Hello,Based on the information that was provided in the complaint filed by Ms. [redacted], she had a shipment delivered that she was not able to locate.  Ms. [redacted] did contact our offices directly and we sent the driver back to attempt to help locate the shipment, but unfortunately, when...

the driver returned, the shipment was no longer at the delivery location.  Using our internal technology, we have confirmed that the delivery was scanned delivered at Ms. [redacted]’s delivery address.  We have taken steps to update instructions for future deliveries to ensure that the delivery driver has instructions to obtain a signature for all future deliveries to this address as it is not safe to leave if the receiver is not home to accept shipments.  Additionally, the local Manager of the delivery facility in Ms. [redacted]’s location has addressed this issue with the driver and the driver’s supervisor to ensure that this does not happen again.I have attempted to contact to Ms. [redacted] to apologize and provide her with information on the actions we have taken, but I was not able to make direct contact with her.  I have left her a detailed voicemail and sent an email to apologize to her for the inconvenience and advise her of the actions we have taken to address her complaint.  I have also contacted the shipper on her behalf and they have confirmed that a full refund has been processed for this product.I have provided Ms. [redacted] with my personal contact information so that if she has any future questions or concerns, she can contact me directly for assistance. Sincerely,[redacted]Customer Care Manager

I sent an e-mail to the consumer requesting that they provide me with the tracking number. The customer was made aware that OnTrac operates off of tracking numbers and this is needed in order to further assist. In my e-mail to the customer, I provided my contact information as well.

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

[redacted] is the tracking number.  The box box showed up on the 20th rolled up on a dolly by a stranger claiming to be a neighbor. We know everyone in our small neighborhood. The box was also inside two other boxes. So this ‘neighbor’ just happened to hv a dolly. She failed to introduce herself. Very creepy.

There was no explanation why my package was 4 days late (paid for same day shipping). There was no explanation as to why their drivers...

consistently lie about delivering packages under their "tracking" info. There was no remorse  or shock that they provide such a terrible service. There was no offer to attempt to fix their business practices. There was no acknowledgment that they consistently fail to fulfill the service they are paid to do. This company is committing fraud as I'm sure they get paid for "same day" delivery quite well, yet they never fulfill that service to the recipients.

An e - mail was sent to the consumer requesting that we chat regarding her concern. At this point in time, we are making every effort to have packages delivered. Being that we are a ground transportation company, at times we face weather conditions that are out of our control. My contact number was...

provided to 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 [redacted], and find that this resolution would be satisfactory to me. [redacted] and I are working through a resolution.  She is waiting for my repair estimates.  Upon receipt, I will forward to [redacted] and will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

On 09/01/2016; I spoke with the consumer in regards to the service she was provided. During this conversation the consumer shared with me, that she was frustrated because we have either lost packages or not delivered them timely. I advised the consumer that would help her going forward if any issue...

should happen again. I provided her my e-mail and cell phone number.