OnTrac

Good day, While it was shared that the shipment was eventually delivered, there was clearly an issue and the best way to prevent it from reoccurring is to investigate it and find the cause. Clearly we had a failure of service, and an issue with the driver, and for that, I offer my apologies. That said, without the tracking number I am unable to properly research what transpired.  We certainly are not perfect, and while it is disturbing to learn of these types of issues, I welcome the opportunity to improve because of them. I would still like to receive the tracking number so we are able to do just that.  Regards,Deborah

[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]

Hello,Based on the information that was provided in the complaint filed, Mr. [redacted], he had a shipment delivered that he has not been able to locate.  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.  We have notified the shipper of this issue to help expedite a refund or replacement for Mr. [redacted] and 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 attempt to obtain signatures for all deliveries since it may not be safe to leave shipments at the front door of Mr. [redacted]’s residence.  I have also asked Mr. [redacted] to advise me if there are any other specific delivery instructions he would like to have added to his delivery address to ensure that this does not happen again. I have sent an email to Mr. [redacted] to apologize and provide him with the actions we have taken to address his concerns.  Additionally, 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

Good day, I have reviewed Ms. [redacted]s comments, and unfortunately, have little to offer except an additional apology and request an opportunity to try to make this right. The person who was responsible for processing complaints, and who responded that an email had been sent to Ms. [redacted], is no longer with OnTrac. I can only at this point ask that Ms. [redacted] contact me directly so that I can try to get resolution for all involved. She can reach me directly at ###-###-####, or via email at [redacted]@ontrac.com. Regards,Deborah

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

Upon further review, when this issue was brought to OnTrac’s attention on 06/02/2017, we did file a Driver’s Complaint to the local facility to ensure that the mishandling of the package was addressed with the driver’s supervisor.  On 06/02/17, our Operations Manager from our Concord facility did reach out to [redacted] apologizing for the situation and our Operations Manager did advise her that our Shipper initiated a claim and the claim was paid out to the shipper for the loss.I reiterated this information to [redacted] and advised her that should she need anything further than what has been done or has any further questions, to reach out to me directly.

Hello,Based on the information that was provided in the complaint filed, Mr. [redacted] had a shipment delivered that he has not been able to locate.  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 have communicated with Mr. [redacted] via email to apologize for his less than stellar experience with OnTrac and explained the various processes that were taken to attempt to locate his shipment.  In addition, I have notified the shipper of the mis-delivered shipment so that a replacement or refund can be issued to Mr. [redacted] as quickly as possible. 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

[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]

Hello,I have reviewed the system comments and they reflect that the mis-delivered shipment was located and delivery was made. Can the complainant please confirm that's the case so that I can take proper next best steps? I see several issues here, communication being key, and would like to ensure...

they are all properly followed up on. My apologies, clearly this is not the service we strive to provide,Regards,Deborah

I have reached out to the complainant to request a shipment tracking number so that I can further assist her. I have advised that if we truly cannot locate the shipment, I would assist her in filing a claim for the lost goods. Regards,Deborah

Good morning, First I'd like to offer my apologies for the poor customer experience; I assure you that this is the service we strive to provide. I have requested more information on your situation, and will have take the appropriate correct actions once I receive them.In the meantime, feel free to...

reach out directly to Pam S[redacted] (I have copied her), and she can assist you with filing a claim so we can get that piece of the issue resolved for you. Pam, I'll send you the original message so you have the background ahead of time and are prepared to assist. Regards, and thank you for allowing to work to resolve this for you.Deborah Stevens

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. Unfortunately until I have the tracking number, 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.

I provided the tracking numbers of both incidents -- as I do not work for OnTrac my other obligations required my attention first.  It was 19 hours from their email to the time I responded -- their answer to Revdex.com makes it sound like they had not heard from me in days or weeks.  NOT TRUE 19 HOURS -- NOT EVEN 1 FULL DAY!!  Here is a copy of my response to them:  ONTRAC, Tracking #: [redacted] -- hair clippers showed due by Feb 28 800pm -- according to Amazon they received no weather delay notice from OnTrac and your supervisors are rude/very unprofessional-- Jessica kept trying to talk over me; and when I asked for the weather notice she said I would have to get a subpoena!!  that's right, A SUBPEONA.  Now I asked myself, a company who is telling the truth would have no problem showing the recipient of the deliver a weather delay; BUT a company that is hiding something would say "get a subpoena"   AND this is YOUR SUPERVISOR.  Tina another supervisor, also in dire need of training on how to be professional.  She told me you have a 2-hour grace to deliver meaning since Amazon says by 800p it means you can deliver up to 10PM!!  Now considering this is NOT the holidays and I live in a community at the foot of the observatory (we are not allowed to have more than 40watt bulbs outside-- I think it would cause myself and neighbors concern about a company driving thru the neighborhood that late in the evening.  [redacted]  --GM—02/22/17 at 101p didn’t get voicemail – didn’t try back  –these were expensive dog treats left thrown over the gate and left overnight because I didn't know he had been there (never rang the door bell) -- there are abundant javelina and coyotes around my neighborhood, I try very hard to discourage attracting them to my front or rear gate as once they think there's food it is difficult to get them to leave (especially javelina). Javelina are protected except during specific hunting season in AZ.  The GM finally did call;

As with any other shipping company, our system functions off of tracking numbers. I have reached out to the complainant, and requested the tracking number, but Ms. [redacted] was not able to provide the tracking number. Unfortunately, I am unable to find the shipment in our system to further investigate...

the issue and seek resolution for Ms. [redacted]. To address Ms. [redacted]’s concerns with the information that was available, I have issued a formal complaint with the Manager of the local delivery facility to ensure that this is addressed with the delivery driver and his Supervisor to ensure that in the future, all efforts are being made to gain access prior to leaving Ms. [redacted]’s delivery location. I have sent an apology to Ms. [redacted] regarding the inconvenience this has caused her and provided her with information on the actions we have taken to address her concerns.  Additionally, I have provided her with my direct contact information so that if she is able to locate the tracking number, she can forward it to me and I will resume the investigation on this issue for her, or to assist with any future deliveries.Best regards,[redacted]Customer Care Manager

Hi,Thank you for notifying us of the delivery challenges that are occurring.  We can definitely ensure that the local management team is aware of these concerns and addresses them accordingly.  We can also add permanent delivery instructions to this delivery address to ensure that all...

deliveries are completed according to the customer's request.In order for me to being the investigation and properly address these situations, I would like to obtain more details.  If the appropriate tracking numbers associated with these deliveries can be provided to me, I will definitely ensure that it is immediately addressed.If there are anything further that I can do or if I can address any other questions, please feel free to reach out to me at [redacted].Thanks,Xiong L*

[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, if followed through. To date, I have received no such apology letter or contact information.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.  
Regards,
[redacted]

On 08/25, I have a follow up conversation with the consumer [redacted]. She did advise...

me that her reimbursement for her damage gate was taken care of. I provided her my contact information and advised if any further issue should arise, I would be her point of contact. The customer was content with the resolution.

An apology e-mail was sent to the consumer. In the Revdex.com complaint, the consumer did not provide the tracking number. As with any other shipping company, our system functions off of tracking numbers. The request was made to the consumer asking that he provide that information. In addition, my contact...

information was provided to the consumer.

Hello, Unfortunately, I have not received any voicemails from the complainant on my work phone. Please do provide her with my cell: 6[redacted], or my email: d[redacted], as I would like to get more information so that I can further investigate these issues. Regards,[redacted]

Good afternoon,The complainant has stated that they do not wish to have further communication with OnTrac, but has also, apparently, stated the issue is not resolved. I am unsure at this point what additional steps I can take to resolve the issue, but if complainant wishes for me to attempt to do so, I am more than happy to assist.Regards,Deborah