OnTrac

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 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

Good day,I have attempted to review the information in our system, but find the tracking number provided to be missing some digits. As such, I was unable to pull up the shipment information. If the complainant could provide the full tracking number so that I can research this failure of service that would be great. I'd love to be able to provide additional assistance, and perhaps resolve the poor customer experience that has occurred.Regards,[redacted]

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), 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.

Good day,My apologies, while I see the pdf of your email, I was unable to locate it in my email folders. Now that I have it, and the tracking number of [redacted], I will file a driver complaint so that the local General Manager can speak with the driver supervisor to ensure proper delivery is made going forward. I agree with you, it just should not be a continuing issue, and for that, I apologize. What else can I do to be of further assistance here?Regards, Deborah

An E-mail was sent to the consumer requesting that he provides the tracking number to me. As with any 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 Mr....

[redacted], until the tracking number is provided. I have provided my contact information to the consumer as well.

[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.I CAN ONLY HOPE AND PRAY THE PROBLEMS DO NOT CONTINUE.
Regards,
[redacted]

Hello,Based on the complaint received by the customer, I have addressed her concerns with the local delivery facility.  Our records indicate that our driver was delivering on April 3, 2015, and during the day, the handheld scanner stopped transmitting due to technical issues beyond our...

control.  When updates were being entered into our system manually, the driver inadvertently reported the shipment had been delivered when in fact it was not due to the driver falling behind schedule on his delivery route on the expected delivery date.  The shipment did go back out for delivery the following day and was delivered directly to the customer on April 6, 2015.  Additionally, the shipper sent a second (replacement shipment) which was delivered on April 8, 2015.  The Manager at the local delivery facility was able to make contact directly with receiver [redacted] to confirm both shipments were received and to apologize for the delivery issues that [redacted] experienced due to incorrect information entered into our system.  I have attempted to contact [redacted] directly via phone to apologize for our less than staller performance regarding the delayed delivery of this shipment and to assure her that we are addressing her concerns.  I was not able to make direct contact, but I did leave a detailed voicemail with my direct contact information so that she can call me directly now or in the future if there is anything further I can do to assist her.  Finally, the Manager of our local delivery facility has also confirmed that this issue has been addressed at a local level with the driver and the driver’s Supervisor to ensure this type of delay in delivery and reporting of inaccurate information does not happen again.  Best Regards,[redacted]Customer Care Manager

A response was sent via e-mail to the consumer on 01/25/2017. The consumer was made aware that she would need to furnish the tracking number so that I could assist further. I provided my contact information to the consumer as well.

Here’s a list of tracking numbers (that I still have the emails for – who knows if there are more) and each one of them was either … Not Delivered to My Apartment, Lost, or Broken.  Please do not knick pick things and try to distract from the fact that your delivery drivers disregarded the shipping labels that state “APT B / IN THE REAR.”  I have a video that clearly shows that your drivers disregarded the shipping labels – and if the Revdex.com would like me to upload them – I gladly will.   [redacted]     May 08, 2017 [redacted]     September 29, 2016 [redacted]     October 18, 2017 [redacted]     October 11, 2017 [redacted]     May 01, 2017 [redacted]     May 01, 2017

[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 have been able to make contact. At this time they are reviewing the calls/e-mails as to determine where the breakdown in communication occurred. I have received my package, and at this time simply work to find a happy medium as to avoid problems like this in the future for anyone.
Regards,
[redacted]

Hello,Based on the response provided in the complaint filed by Ms. [redacted], she was requesting further information regarding the delivery of her packages. I attempted to reach Ms. [redacted] for to discuss the issue, provide further details regarding the delivery, and to obtain accurate delivery directions, however I was not able to connect with her.  Unfortunately, her contact number did not provide me with the option to leave a voicemail; therefore, I was not able to provide my direct contact information.I also sent Ms. [redacted] an email with my direct contact information so that we can discuss and remediate her delivery concerns.If I can be of further assistance, please feel free to reach out to me at [redacted]@OnTrac.com. Sincerely,Xiong L*Customer Care Manager

Hi,Based on the information that was provided in the complaint filed, Mr. [redacted] had a shipment that stated it was delivered on 10/11/17, but he did not receive the package until 10/12/17.  Upon receipt of the complaint filed on 10/12/17, I immediately initiated the investigation to ensure that the driver was able to return to help assist with recovery of the package.Mr. [redacted] is accurate in his statement that the delivery showed it was completed at 10:00AM on 10/11/17.  The delivery was made on the appropriate date, however the issue was that the delivery was made to the incorrect location.  The recovery of the package took place on 10/12/17 and proper delivery was made to the correct location to remediate the situation.I truly apologize that we were not able to meet the expected commitment date and have addressed the concern with the local delivery facility to ensure that all deliveries are made accurately and on time.  If there is anything else I can assist with or any questions I can answer, please feel free to reach out to me at [redacted]Thanks,Xiong L*Customer Care Manager

After review of the shipment history, our system reflects that multiple attempts were made, separate door tags being left each time, but an actual delivery was not ever made, and then a return to sender request was approved by the shipper. The complainant called in to stop the return to sender, but...

the shipment has already been processed out of the facility. I will reach out to the complainant and offer my apologies, but unsure of how or what else I can do, so I will ask that as well. Regards,Deborah

I responded to the consumer on 12/15/16. I extended a formal apologize to the consumer and advised the consumer that I would be more than happy to discuss the matter with him. The customer did not provide any type of tracking number for me to review his issue in detail. My contact information was...

provided to the consumer as well.

Hello,Based on the information that was provided in the complaint filed by Mr. [redacted], a shipment was delivered that he was not able to locate.  Mr. [redacted] 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 able to be located and was confirmed received by Mr. [redacted] today. I have followed up with the local Manager of the delivery facility that services the area where Mr. [redacted] resides to ensure that moving forward, we are delivering all of Mr. [redacted]’s shipments to the correct location so that this does not happen again.I have communicated directly via email with Mr. [redacted] to apologize and I have updated our data base with delivery instructions to ensure that all future deliveries are given directly to the customer and not left in or around the mail box, which is remote from the receiver’s home.  Additionally, I have provided Mr. [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 email on 06/14/16 to the consumer at: [redacted] providing my contact information and advised that I would assist them regarding this matter. The original complaint was filed on 10/27/15.  The consumer was concerned with his customer experience.

A response was sent to the consumer on 12/08/16, advising that I would need the OnTrac tracking number to further assist them. The consumer provided the order number, which is not tied to how OnTrac searches for packages. We utilize the tracking numbers.  In addition my contact information was...

provided to the consumer as well.

Hello, Based on the complaint received by the customer, I have addressed his concerns with the local delivery facility.  Ms. [redacted] provided me with the tracking number referenced in her complaint and our records do confirm that the shipment was delayed in delivery.  Two separate...

delivery drivers failed to ensure successful delivery on the first attempts. The shipment was delivered on the 3rd attempt and signed for by Ms. [redacted].  I contacted the Manager of the local delivery facility to review the example provided and a meeting was held with the drivers and their Supervisor to address Ms. [redacted] concerns.  To ensure that this does not happen again, the Manager of the local OnTrac facility and I called Ms. [redacted] to discuss her concerns and provided her a list of local contacts that she can reach out to directly moving forward with any questions, issues or concerns. I have apologized to Ms. [redacted] for our less than staller performance regarding the delayed delivery of her shipment and I have followed up with her via email as well.  In addition, I have provided her with my direct contact information so that I can assist her directly with any future issues or concerns as needed. Best Regards,
[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]

I sent a follow up e-mail to Ms. [redacted] with my contact information. I had advised her that I would be happy to try to help her in any way possible.