OnTrac

Sent consumer an email with my contact information. Advised consumer would like to assist regarding this matter. An e-mail was sent to the consumer.

Hello,Based on the complaint received by the customer, I have addressed Ms. [redacted] concerns with the local delivery facility.  Our records indicate that our driver had Ms. [redacted] shipment out for delivery on April 8, 2015, and scanned the shipment attempted, but did not deliver.  The...

shipment did not go back out for delivery the following business day (April 9, 2015) and was delivered to the customer today, April 10, 2015. To address Ms. [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 was able to contact Ms. [redacted] directly today to discuss her concerns and apologize for her less than stellar experience with OnTrac.  I have advised her of the actions we have taken to address her concerns and offered to provide her with my direct contact information so that she can contact me directly for any additional follow up, questions or comments now or in the future.  She thanked me for the call but declined to take down my contact information and advised that there is nothing further we can do to assist her at this time.Best Regards,[redacted]Customer Care Manager

Hi,Based on the information that was provided in the complaint filed by Ms. [redacted], she had a shipment that showed delivered, however she did not have the package in her possession.  Ms. [redacted] did contact our offices directly on 7/21 and we were able to identify that the delivery did...

have an incorrect disposition scan of "delivered".  The disposition was corrected and the driver scanned the package out for delivery again on 7/21.  Unfortunately the package was not delivered until 07/24.  We did confirmed with Ms. [redacted] to ensure that the package was in her possession.We have taken steps to address the issue with the driver's supervisor to ensure that the driver utilizes correct delivery scans and that all deliveries are made in a timely manner.Should you have any questions or if I could be of further assistance, please feel free to reach out to me at [redacted].Thanks,Xiong L*

Hello,Based on the information that was provided in the complaint filed, Ms. [redacted] had shipments delivered that she has not been able to locate.  Through our internal technology, we were able to confirm that the shipments were delivered to the incorrect address, approximately 2 blocks from...

Ms. [redacted]’s location.  We sent the driver back to attempt to help locate the shipments, but unfortunately, when the driver returned to the address where the shipments were mistakenly delivered to, the shipments were 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 Drivers Supervisor to ensure that this does not happen again. I attempted to call Ms. [redacted] to apologize to her for the inconvenience this has caused her but I was not able to make direct contact with her.  I have left her a detailed voicemail and have sent her an email as well to apologize for her less than stellar experience with OnTrac and explained the various processes that were taken to attempt to locate her shipments.  In addition, I have offered to notify the shipper of the mis-delivered shipments so that a replacement or refund can be issued to Mr. [redacted] as quickly as possible.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

Revdex.com:
The driver from OnTrac put my package...

unattention downstair yesterday and I see it when I wentout, he doesn't knock my door or call me but just leave there far from my apartment. This is really disappointed service but at least I get my packages finally. 
Regards,
[redacted]

[redacted]
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]

Provided customer my contact information requesting a call and additional information.

Good afternoon, I have copied in Pam S[redacted], who manages our Claims Department on this email. She will reach out to you directly to assist you in filing a claim for this shipment. My apologies on this poor customer experience; I assure you it is not the level of service we strive to provide. Regards,Deborah

While they say they will "look" into the issue, I have not seen any results....

 No word on whether the package was found.  No word if the package will be delivered.  No word if any monetary compensation will be provided.  As of this moment, NO resolution has been reached.  I will not accept OnTrac's reply as a resolution.  I have been promised and assured over the phone numerous times on numerous days that it will be resolved.  Those promises have never been met....

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 from our Billing Department, and will reach out to you directly via email once I receive it. In...

the meantime, feel free to reach out to me directly at [redacted]. Regards, Deborah

Good day, I'd like to offer my sincere apologies for the delivery issues, as well as the lack of follow up. The system does show that the complainant called in, and the system has been updated with the gate code info needed for the driver to gain access. Additionally, it shows that the shipment...

was left by the front door. The address displays a unit number, so it appears that this may be either an apartment or condo unit, which we discourage the drivers leaving shipments at front doors due to the amount of foot traffic. I'd like to help the complainant in the filing of a claim if the shipment was not actually received. Please have them contact me directly. I can be reached at [email protected] Regards,Deborah

I spoke with the consumer on 07/13 via the telephone. I advised Ms. Johnson of the steps I have taken to ensure proper that this situation does not happen again. I documented her account and provided my contact information.

In reviewing the system comments, I see that the complainant did in fact receive his shipment on 11/16 at 910am. His preferred outcome is a refund of the $220 for the cost of the shipment, but since it was rec'd I do not believe this is necessary? I will reach out via email to apologize for the...

delay in his receiving his shipment. Regards,Deborah

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 have already sent a letter to them outlining why I have rejected their so called apology.  They speak but they do not follow through, so  all of their words are...

empty promises that they have no intentions of correcting.  Just because you say trust me does not mean that I will blindly follow.

Hello,Based on the complaint received by Ms. [redacted], we have reviewed her request and will be issuing her a credit for the remaining balance of her claim.  I was able to make direct contact with Ms. [redacted] to apologize for her less than stellar experience with OnTrac and have advised her...

that she will be receiving credit as requested within the next few days.  Additionally, I have provided her with my direct contact information so that moving forward, if she has any questions or concerns, she can contact me directly for immediate assistance as needed.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.]
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.
Regards,
[redacted]

Good morning, First I'd like to offer my apologies for the poor service experience; I assure you that this is the service we strive to provide. I have requested more information on your situation, and will reach out to you directly via email once I receive it. In the meantime, feel free to reach...

out to me directly at [redacted]. Regards,Deborah

The settlement requested for this shipment was to be compensated for the products in a shipment that was not delivered. After checking our system, I see that the shipment was in fact delivered to complainant after the complaint was filed. I have reached out via email to offer my apologies for the...

service provided, clearly we missed the mark here. Regards,Deborah

Hello, I sincerely apologize for the less than stellar performance that has been received by the customer.  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 and any previous deliveries 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