OnTrac

Good afternoon,My apologies for this poor customer experience, I assure it is not the level of service we strive to provide. I agree, this performance is simply not acceptable. Can you please email me directly and share the tracking number on the shipment, as well as any details of who you spoke to?...

I'd like to follow up with the individuals responsible for the multiple fails here, and get this resolved once and for all. Again, my apologies; I look forward to hearing from you. I can be reached [redacted] Regards,[redacted]

Good afternoon,First, let me apologize for this poor level of service; clearly it is not the level of service we strive to provide. Can you please provide some additional details so that I may follow up and help you get this resolved? To locate the shipment in our system, I'd like the tracking...

number. I should be able to then follow up with the whereabouts of your shipment, the reps you spoke to on the phone, and any one else who worked on your delivery issue.I look forward to hearing from you soon so that I may assist you further. Regards,Deborah

Hello, On 03/14/17, via the telephone I spoke with Mr. [redacted] about the poor customer experience he had with Ontrac. During my conversation with Mr. [redacted], I advised him that I would be filing a drivers complaint on his behalf. In addition, I made Mr. [redacted] aware that I would like...

to give him my contact information in the event he should need any help going forward.

The business response is not truthful.Attached please find the entire thread of email communication I have had with Ontrac thus far.  In the most recent email I received from ontrac, I was asked...

(the second time) to contact the vendor (shipper) to resolve the matter.  Nowhere did Ontrac provide any contact information other than its official customer cr, and nowhere did Ontrac indicated that it is willing to resolve this matter directly with me.  I actually called Ontract at the toll-free customer cr three times before.  The first two times I was on hold for an extended period of time without being able to connect to anyone.  The third time I left a call-back number but never received a response either.

In regards to this consumers issue. The request is a protocol that is being followed by the shipper. The package is listed as missing. The protocol is to have the consumer reach out to the shipper in order to ask for a replacement or refund. At this point, we have followed the necessary steps in trying to resolve the consumers issue. This information has been shared with the consumer.

Hello, I sincerely apologize for any delay of delivery that the customer has encountered.  As with other shipping companies, 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 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 afternoon, I would like to provide further assistance, and see what I can do to get this resolved for you, but need a shipment tracking number to do so. Can you please provide that so I can try to amend this unfortunate situation? Thank you,[redacted]

Hello,After further research, it appears that the driver was in fact at the delivery location when the package was scanned as delivered. That said, the driver is to use his/her good judgment on leaving shipments in a safe location. Generally speaking, outside of an apartment door is not deemed safe,...

only because of the foot traffic in apartment complexes. I have filed a complaint with the local General Manager regarding the drivers' actions. I have also filed a complaint with the contact center managers on the lack of follow up by the representatives. None of the actions taken represent the level of customer service that we strive to provide, and for that, I offer my apologies. Please have the complainant contact me directly so that I may assist him in filing a claim to reimburse him for his loss. While this does not resolve the issue completely, as the shipment is not able to be located, I am hoping to at least resolve the financial loss that was incurred. I can be reached at [email protected] Regards,Deborah

Our sincere apologies for this failure of service. I would like to further investigate, but in order to do so will need the shipment tracking number. If that can be provided, I can perhaps find an acceptable resolution to this unfortunate situation. Regards,Deborah

Hello,   I sincerely apologize for any delay of delivery that the customer has encountered.  As with other shipping companies, our system functions off of tracking numbers. In the complaint, the tracking information may have been entered, but the information was removed and I am unable to...

review it.  Unfortunately without it, I was not able to locate the shipment in our system to further investigate the issue and seek resolution for 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].   Best regards,   Xiong L* Customer Care Manager Tell us why here...

Hello,   Based on the complaint received by the customer, I have addressed his concerns with the local delivery facility.  The delivery driver who was delivering shipments to the receiver’s location on December 4, was new and not aware that deliveries to the [redacted] campus needed to be...

delivered directly to the end users.  As a result, the delivery driver inadvertently delivered the shipments to the central receiving area where they remained until the Shipper advised us that the receiver was claiming non-receipt.  As soon as the shipper advised us of the issue, the regular delivery driver for the Campus was sent back to distribute the delivery to the end user.  Our records indicate and Mr. [redacted] has confirmed that he did receive the shipment of paper on December 11, 2014.  I have contacted Mr. [redacted] directly via phone to apologize for our less than staller performance regarding the delayed delivery of this shipment and assured him that we are addressing his concerns.  In addition, the Manager of our local delivery facility has also confirmed that this issue has been addressed at a local level to ensure this type of delay does not happen again.  Additionally, to ensure that if Mr. [redacted] has any questions or concerns with future deliveries to his location, I have provided him with my direct contact information so that he can get immediate assistance as needed moving forward. Best regards,[redacted]Customer Care Manager

Good afternoonI would like to follow up with the delivery driver but cannot do so without a shipment tracking number. Can you please provide that so I can assist you? 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 11687371, 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]

Based on the information that was provided in the complaint filed, [redacted] had a shipment delivered that was not signed for and was not received.  [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.  I have filed a driver complaint with the local delivery operation to ensure this issue is followed up with by the drivers supervisor. At this point, I can offer to compensate [redacted] for the cost of the product, and they can reach out to [email protected] directly for assistance in filing a claim. My apologies for this unfortunate failure of service. Regards, Deboarh

Hello, As previously stated, the system comments to not offer an explanation for the delay. Seasonally, the holidays are traditionally a very high volume time of year for us, and this may have been the cause, but with out system comments supporting that, I would merely be speculating. Even if that were the cause, it is still not an acceptable explanation. We simply failed here, and other than apologize again, am unsure of what else to do the satisfy the complainant. So again, I offer my apologies for this failure of service. Clearly it is not the level of service we strive to provide. Regards,Deborah

Good Day,I'd like to first apologize for your poor customer experience, but I'd also like the opportunity to follow up. In order to do so, can you please provide the tracking number of your shipment so that I may locate it in our system?Thank you, and I look forward to hearing back from...

you. Once the shipment tracking number is received, I'll reach out to you directly.Regards,Deborah S[redacted]

I have reached out to [redacted] at the phone number listed below as well as sent her a follow-up email with all of my contact information. At the phone number listed, I am unable to leave a voicemail. Xiong reached out her last week as well to address her concerns and inquire on the other tracking numbers mentioned in her complaint. We have yet to hear anything back from her. After reviewing the details of this complaint, it appears OnTrac did not receive this shipment until 6/5/2017 at our Stockton facility. From our Stockton facility to the Denver location where it delivered is a two-day transit. This particular package delivered on the expected delivery date of 6/7/207.

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.  Please provide the appropriate tracking number associated with this delivery and 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 afternoon,  My apologies for this poor customer experience, I assure it is not the level of service we strive to provide. I agree, this performance is simply not acceptable, and as such, I have filed a driver complaint with the driver supervisor so that he can review the issues and...

concerns with the driver assigned to make deliveries in your area. Again, my apologies; do reach out directly so that I can assist with the filing of a claim. I can be reached at [redacted] Regards,Deborah S[redacted]

A letter of apology was sent to this customer along with my contact information.