OnTrac

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 consider this complaint resolved.
Regards,
[redacted]

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 complaint received by the customer, I have addressed Mr. [redacted] concerns with the local delivery facility.  Our records indicate that our driver had Mr. [redacted] shipment out for delivery on June 17, 2015, but was at the wrong location when the shipment was...

scanned as attempted.  The shipment did go back out for delivery the following business day (June 18, 2015) and was delivered correctly.  To address Mr. [redacted] concerns, I have filed a formal complaint with the local delivery facility and spoken to the Manager to address the delayed delivery.  This issue has been addressed with the delivery driver and the driver’s supervisor to ensure that it does not happen again. I have made contact with Mr. [redacted] via email to apologize for his less than stellar experience with OnTrac and to advise of the actions we have taken to address his concerns.  Additionally, I have provided him with my direct contact information so that he can contact me directly for any additional follow up, questions or comments now or in the future.  Best Regards, [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.]
Better...

Business Bureau:
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 sign for and 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.  Unfortunately, we have not been able to confirm if the driver possibly mis-delivered the shipment to an incorrect address or apartment.  We have notified the shipper of this issue to help ensure that the refund requested by Mr. [redacted] is not disputed 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 to Mr. [redacted] resides, even if the shipper requests the shipments be left without obtaining a signature so that this does not happen again. I have attempted to contact Mr. [redacted] directly to apologize and provide him with the actions we have taken to address his concerns; however I have not heard back from him.  I have left Mr. [redacted] a voicemail with my personal contact information so that if he has any future questions or concerns, he can contact me directly for assistance.  [redacted]
[redacted] Customer Care Manager

Hello, Based on the complaint received by the customer, I have addressed his concerns with the local delivery facility.  Upon review of the tracking number provided by [redacted], our records do confirm that these shipments were delayed in delivery.  2 separate attempts were...

scanned by the same driver who was at the incorrect delivery address when attempting to deliver. The shipment was delivered successfully on the third attempt.  I contacted the Manager of the local delivery facility to review the details and a meeting was held with the driver and his Supervisor to address [redacted]’s concerns.  The driver stated that he did not realize that he was at the incorrect address because the shipment was addressed to an individual and the delivery address is a business location.  To ensure that this does not happen again, we have updated our data base with the business name information and hours of operation for [redacted]’s delivery address.  Additionally, the Manager of the local delivery facility has advised that this driver will be removed from making future deliveries for OnTrac. I have attempted to contact [redacted] directly via phone to apologize for our less than staller performance regarding the delayed delivery of her shipment, but the phone number provided is not in service.  I have followed up with her via email to advise what happened and the actions being taken to ensure that this does not happen again.  Additionally, I have provided her with my direct contact information so that I can assist her directly with any future issues or concerns.Best Regards,[redacted]Customer Care Manager

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.I contacted the company on the day of the original delivery when the driver left my apartment complex without bringing my package to my apartment. I called the number that he called me from which was ###-###-#### on 3/23/15 at 7:13 pm. I also reached out to [redacted] and reported the issue to them. They sent a message  to OnTrac to ask them to return the package to them. After having the package for a second day, they still did not attempt delivery until late in the evening. Even after I spoke with OnTrac and informed them that if the driver was only going to stop at the first office, they would close at 5pm. The driver told them that he needed a key code in order to get to my apartment which is untrue. On the third day I drove to the office in Phoenix and picked the package up myself. And they have my signature on the receipt. This representative has not attempted to resolve any issue in my opinion. This was my first experience with OnTrac and it will certainly be my last. The only reason for the complaint was because of the lack of concern on behalf of OnTrac representatives. The the dishonesty of the driver who did not deliver my package. I have no faith in this company at all.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  On  Saturday, January 7, the 9 past due packages from On-trac were finally delivered to my front door, so I consider this complaint resolved. More importantly, this morning, during my telephone call with Eddie B[redacted], Customer Care Manager, I was assured the delivery issues have been addressed with the Vancouver, WA and Bend, OR facilities to avoid conflicts such as this in the future. I was provided personal contact information for Mr. B[redacted] in the event of future problems. I fully intend to hold him to his promise to rectify the unacceptable level of customer service at these facilities.I don't know which one of my actions (email to the COO of On-trac, or the Revdex.com Complaint) finally brought this issue to a resolution, I am just happy that 2 days after filing my complaint the 9 packages showed up (in the middle of a snow storm) and that someone in charge is seriously looking into correcting the problems at these facilities. So thank you for your assistance, Revdex.com!
Regards,
Marita S[redacted]

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]

This is in response to Deborah from OnTrac and additional information she has requested to help resolve my delivery issues with OnTrac companyMy OnTrac Tracking Number: [redacted] The reps I spoke to was Justin and Anthony

Based on the information that was provided in the complaint filed, the complainant had a shipment ordered that was lost in transit and not delivered.  Our offices were contacted directly and we conducted a thorough search for the shipment, but unfortunately, we have not been successful in...

locating it and as a result, this has been declared a Lost Consignment.   We have addressed this with the local delivery facility to ensure that the issue is addressed with the sort team at the local delivery facility to ensure that this does not happen again as we believe that this shipment may have been mis-sorted to another receiver in error and we have not been able to recover.  We have spoken to the complainant directly during the additional requests for searches to ensure that they were being updated on the actions taken and to apologize for the less than stellar experience with OnTrac.  We have explained the various processes that were taken to attempt to locate the shipment.  We are more than happy to assist in filing a claim for the lost product.Regards,Deborah

The OnTrac response says to simply call them. I have been calling them since early December and getting no action.And the person asking for the call is the one I have been talking too.See attachment for more details.Thanks, [redacted]

I received a message from the consumer on 03/06/2017, stating the following, “ Thank you. I do appreciate your message and attempt to reconcile.” This is after my apology was sent and asking to be provided the tracking number. At this point, the consumer has not provided me with the tracking number, therefore, I am unable to research his complaint.     My below e-mail was sent to [redacted] on 03/03/2017 at 6:42 PM MST. I would like to apologize for the poor customer experience you have had with OnTrac. In addition, I would like to help you further. If you would please provide me with the tracking number, I will research what has transpired and reach back out to you with the findings. In addition, I would like to give you my contact information below.

Hello, Based on the complaint received by the customer, I have addressed his concerns with the local delivery facility.  After researching this issue, the regular driver for the delivery route in the area where Ms. [redacted] resides was off on August 3rd.  A new driver was covering...

the delivery route and was not able to locate Ms. [redacted]’s address.  Ms. [redacted] did contact us directly on August 4th and we updated delivery instructions to alert the delivery driver that the address was off a dirt road.    The shipment did go back out for delivery the following day with the regular delivery driver and was delivered directly to the customer on August 4, 2015 at 7:31PM.  I have attempted to contact Ms. [redacted] directly to apologize for the delay and assure her that we have addressed this issue with the new driver that was covering the deliveries on August 3rd in an effort to ensure that we are addressing her concerns to ensure that this doesn’t happen again, but I have not been able to make contact with her.Best Regards,[redacted]Customer Care Manager

I am out of the country until the end of December and can’t get this information until I get home

Based on the information that was provided in the complaint
filed by Ms. [redacted], a shipment was delivered that she was not able to
locate.  I have followed up with the local Manager of the delivery
facility that services the area where Ms. [redacted] resides to ensure that moving
forward, we...

request a delivery signature even if not requested to ensure
delivery is confirmed. I have communicated directly via email with Ms. [redacted] to
apologize and I have updated our data base with delivery instructions to ensure
that all future deliveries are obtaining a signature.  Additionally, I have shared the information
necessary for Ms. [redacted] to file a claim to recoup her losses. Finally, I have
provided Ms. [redacted] Customer Care Department contact information so that if she
has any future questions or concerns, she can contact us directly for
assistance.

I have reached out to the complainant to offer my apologies, and asked that they contact me directly so that I can assist them in filing a claim. I am awaiting their response. Regards,Deborah

Good afternoon,Thank you so much for reaching out with your concerns. It appears we believed we solved this issue, but clearly we did not. For that I'd like to offer my apologies. Would you please provide me with the tracking number of the shipment so that I may access it in our system? That will...

enable me to take the proper corrective actions and resolve this once and for all.Regards,Deborah

Good day, My apologies for the lack of customer satisfaction and poor customer experience. To further investigate this issue and try to find a resolution for all, I am in need of a shipment tracking number. If the complainant can provide that, I am more than happy to see what I can do for...

them.Regards,Deborah

Hello,Based on the information that was provided in the complaint filed by Mr. [redacted], he had a shipment delivered that he was not able to locate.  Mr. [redacted] did contact our offices directly and using our internal technology, we were able to confirm that the shipment was not delivered...

correctly to Mr. [redacted]’s address.  The driver was sent to recover the delivery from the incorrect delivery address and the shipment was delivered to Mr. [redacted] as soon as the issue was identified. We have filed a formal complaint with the local delivery facility on behalf of Mr. [redacted] to ensure that Mr. [redacted]’s concerns are being addressed by the local leadership team.  I have spoken directly to the General Manager of the Delivery facility that services the city where Mr. [redacted] resides, and have received confirmation that this issue has been reviewed with the delivery driver and the driver’s Supervisor to ensure that this does not happen again. I attempted to contact Mr. [redacted] to apologize for his less than stellar experience with OnTrac and provide him with my personal contact information so that if he has any future questions or concerns, he can contact me directly for assistance, but he has not responded to my request for a call back.  Sincerely, [redacted] Customer Care Manager