OnTrac

[redacted]
Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], at this time the interim response is satisfactory to me.  Final resolution would be contingent on further follow-up by the company (they have indicated someone will be contacting me) and will wait for the business to perform this action, and determine if the outcome is considered satisfactory at that time.
Regards,
[redacted]

I am attaching a photo to support my contention that the OnTrac driver serving our area is making absolutely no attempt to deliver packages to the front door of residences as your reply to the Revdex.com would suggest.  This picture was taken  yesterday, August 10th.  Your driver continues to simply throw the packages on the ground next to the mailboxes on the street.  The driver in question is a middle-aged African-American male driving a Toyota Prius or a similar small vehicle.  The residents in this area have filed several complaints including myself about this practice and we will not relent until the practice is discontinued.  We have had packages stolen and lost as a result of the laziness of this employee and we strongly recommend that you take appropriate action to correct this behavior.[redacted]

Hello,This is a Duplicate Complaint.  Original complaint from the Denver Revdex.com - Case #[redacted]  Response sent to [redacted] Revdex.com on 01/13/15 is below.  Hello,Based on the information that was provided in the complaint filed by Mr.**, a shipment was delivered that he has not been able...

to locate.  Mr. ** did contact our offices directly and we sent the driver back to attempt to help locate the most recent shipment, but unfortunately, when the driver returned, the shipment was no lo**er at the delivery location.I spoke to Mr. ** on January 13, 2015 to apologize and advised him per his request that we have notified the shipper of this issue so that Mr. ** can be reimbursed for the cost of his purchase and/or receive a replacement.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,[redacted]Customer Care Manager

Good day,I have reviewed all of the shipment details, and see that the complainant reached out to our contact center to share his concerns. As a result, a driver complain was filed with the driver's supervisor, and a discussion was had. I'll have the contact center follow up once again to ensure that the driver completely understands that delivery to the top of the mailbox simply is not acceptable. Should another incident occur, I'd like to have the complainant reach out directly to me. I can be reached at ds[redacted]@ontrac.com.My sincere apologies for this clearly less than stellar customer experience. Regards,Deborah

Hello,   Based on the response from Ms. [redacted], I reached out to the local delivery facility to advise of the additional information that was provided.  The issue was thoroughly addressed with the driver’s Manager to ensure that deliveries are made to the individual addresses provided on the label and that no packages are left in a general area for pickup. I do sincerely apologize for any frustration and inconvenience this has caused and assure you that we have taken all corrective measures to minimize further delivery concerns. If there is anything that I can further assist with or future needs, please feel free to reach out to me at [redacted]   Best Regards, Xiong L*Customer Care Manager

A follow up e-mail was sent to the consumer on 01/27/17, advising them of the current situation that has transpired due to unforeseen weather conditions. OnTrac is making every effort to get each package delivered. As a ground transportation company, at times we weather conditions that are out of our control. I made the customer ware of this and I provided the customer my e-mail and contact information to discuss further.

Hello,I have personally made contact with Ms. [redacted] today to further discuss the challenges that she has encountered while interacting with our local delivery facility management team and our Customer Care Department.Ms. [redacted] provided me with the appropriate tracking number regarding this incident and a thorough overview of her interaction. I advised her that I will thoroughly review the information and reach back out to her once the resolution has been obtained from all sources.I apologize again for the frustrations the customer has encountered and ensure that her concerns will be remediated to minimize future delivery challenges.I will continue to touch base with Ms. [redacted] until the matter is resolved.  I provided Ms. [redacted] my direct contact information should she need further assistance or has additional questions.  If I can be of further assistance please feel free to reach out to me at [redacted]@Ontra.com.Sincerely,Xiong L*Customer Care Manager

Hello,I truly would like to be able to research this shipment issue, but am unable to do so with out a shipment tracking number. While the complainant did respond, he simply stated that he did not accept my response. I understand he is frustrated, but I am not able to do much without having a shipment to reference. If he could provide me a tracking number, I can further investigate the issue. If he does not, I can only offer my apologies for the poor customer experience he received. Anything you can do to help me help him by getting the shipment information would be greatly appreciated.Regards,Deborah

Hi,Thank you for providing us with the feedback and concern.  We would like to ensure that this issue is properly investigated and addressed by the local facility.  In order to do so, I would need further information to proceed.Please provide me with the tracking number (s) associated...

with your delivery.  Once received, I will ensure that it is the issue is looked into and that we are able to provide a resolution to minimize any further delivery issues.If you have any questions or concerns, please feel free to reach out to me directly at [redacted].Sincerely,Xiong L*

He's responding...

like this is the first time he's heard anything about this and that is so unprofessional and disingenuous. If he bothered to check his own company's customer service communications he would know that EXTENSIVE MULTIPLE CONVERSATIONS including specific tracking information already took place in several email exchanges and phone calls. What a dishonest, unaccountable response.

[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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted] [redacted]
  The total loss is :ORDER DATEOct 12, 2015ORDER TOTALUS $28.76See descriptionOrder All Natural Wood Chinese Checkers with Wooden Marbles by Brybelly NewView similar itemsView seller's other itemsMore actions1 item sold by home-galleryAll Natural Wood Chinese Checkers with Wooden Marbles by Brybelly New( 311382646246 )Quantity: 2Add note ORDER DATEOct 12, 2015ORDER TOTALUS $28.76See descriptionOrder All Natural Wood Chinese Checkers with Wooden Marbles by Brybelly NewView similar itemsView seller's other itemsMore actions1 item sold by home-galleryAll Natural Wood Chinese Checkers with Wooden Marbles by Brybelly New( 311382646246 )Quantity: 2

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 thisis 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

Hello,Based on the information that was provided in the complaint filed, Ms. [redacted] had a shipment delivered that she has not been 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 to the address where the shipment was mistakenly delivered to, the shipment was no longer at the delivery location.   We 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 spoke to Ms. [redacted] via email to apologize for her less than stellar experience with OnTrac and she has confirmed that a refund has been processed from the shipper to ensure that she was reimbursed for the shipment she did not receive. 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

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 reported attempted deliveries to Ms. [redacted] on March 23, 2015 and again on March 24, 2015, stating the first time that the customer was not home and that a gate code was needed on the second attempt, prompting Ms. [redacted] to come to our office to pick up her shipment.  Ms. [redacted] has advised us that she was home when the first attempt was reported and that the gate to her building complex is open 24 hours.  To address Ms. [redacted]’s 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 receivers front door and that there is no gate code required for entry into Ms [redacted]’s residence.  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 have these instructions for any future deliveries to Ms. [redacted]’s 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.  I have also provided her with my direct contact information so that if there are any issues or concerns with future deliveries, she can contact me directly for immediate escalation.  Best Regards,[redacted]Customer Care Manager

Based on the information that was provided in the complaint
filed, Ms. [redacted] had a shipment delivered that she did not sign for and she did
not receive.  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.  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. At this point, I can offer to compensate Ms. [redacted] for the
cost of the product.  I will contact Ms. [redacted] directly to apologize and
provide her with the actions we have taken to address his concerns.  Additionally,I will provide Ms. [redacted]
with my personal contact information so that if she has any future questions or
concerns, or would like to file a claim, she can contact me directly for assistance.

An e-mail was sent to the consumer on 02/21/2017, apologizing for the lost package. In addition on 02/07/17, the consumer was made aware that they would need to contact the shipper to seek a replacement, since we could not locate the package. I provided my contact information to the consumer as...

well, in the event he would like to chat further or if in the future he should need additional assistance.

An e-mail was sent to the consumer on 12/23/16 regarding the consumers issue. In this e-mail I apologized for the service they had received. In addition I had asked the consumer to provide the tracking number so that I could further research the issue. OnTrac utilizes tracking numbers on packages...

that allows us to check on the status of the package.

[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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted] The tracking # is    [redacted]I would like in writing that my packages will be delivered to my door, not nearly a mile away.

I already received a response about the package, they had already researched it and found out that they LOST IT, and they should know that. This is one of at lease THREE packages that I...

can remember in the last 2 years that they LOST. And I will add that that is only out of 4 or 5 times that they delivered to my address. The other times they just delivered to my local post office and my mail man delivers the package. Here is the email response I get from them about the package.Hello,      Thank you for your email correspondence. Unfortunately, your package went missing during transit and after performing an extensive search we have been unable to locate your package. Please reach out to the shipper for replacement options. On behalf of OnTrac we apologize for any inconvenience this may have caused you. If you have any further questions or concerns regarding your package, please contact us at [redacted] or on our website at [redacted]Best Regards, Doroti SWebCS[redacted]-----Original Message-----From: [redacted]] Sent: Wednesday, May 17, 2017 4:01 PMTo: [redacted]Subject: Re: Recipient ETA Request for [redacted]It says "Stockton Facility"....Did it leave the Stockton Facility?   These items CANNOT be replaced, so I would appreciate it if you would try to find my package![redacted]

Hello,   Based on the complaint received by the customer, I have addressed Mr. [redacted] concerns with the local delivery facility.  Our records indicate that the driver who scanned Mr. [redacted] shipment as attempted on September 29th was at the wrong address at the time the shipment was...

scanned.  The shipment did go back out for delivery the following day and was delivered to the Lobby of Mr. [redacted] complex on September 30, 2015 at 11:34AM.  I have contacted Mr. [redacted] directly via phone to apologize for our less than staller performance regarding the delayed delivery of this shipment, explained to him what happened and assured him that we are addressing his concerns to ensure this type of delay does not happen again.  Additionally, I have updated specific instructions for Mr. [redacted] address in our data base to request that if Mr. [redacted] is not home, that shipments be left in the lobby, and that the driver calls the customer for access to the Lobby if it is inaccessible.  I have also provided Mr. [redacted] with my contact information so that if there are any future issues or concerns he can contact me directly for assistance. Best Regards, Pamela P[redacted] Customer Care Manager