OnTrac

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

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

[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 11693768, and find that this resolution would be satisfactory to me.
Regards,
[redacted]

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 [redacted] it's the tracking number she wants I don't have her email she emailed me once and I accidentally deleted it.
Regards,[redacted]

Hello,Based on the information that was provided in the complaint filed by Ms. [redacted], she had a shipment that showed delivered, however she was not able to locate the package. Ms. [redacted] reached to OnTrac’s Customer Care Department on 11/08/17 to inform of the incident and a complaint was filed...

to the local delivery facility to review and remediate the concern.Utilizing our internal technologies, we were able to confirm that the package was delivered to the appropriate location at the time of delivery.  Our local delivery facility sent the original company driver back to the delivery location to assist with the recovery of the package, but was not successful.  Our Operations Manager personally reached out to Ms. [redacted] on 11/10/17 to advise of the findings and apologized for the ongoing issues that she has encountered.  Our Operations Manager did assure that future deliveries at this location will be closely monitored to ensure minimal service issues going forward.On behalf of OnTrac, I truly apologize for the less than stellar service Ms. [redacted] has received.  If there is anything further I can do to assist or any addition questions I may help answer, please feel free to reach out to me at [redacted]@OnTrac.com.  Sincerely,Xiong L*Customer Care Manager

I am currently continuing to work with [redacted] at OnTrac to resolve this issue, but we have not fully resolved it as of yet. Please keep the ticket open a bit longer until the matter can be fully researched and resolved from their side. Thanks you.

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.

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,
Darleen R[redacted]

I sent Ms. [redacted] and email with my contact information today. In addition we have taken action to resolve the issue that transpired.

On 03/23/17, I sent an apology e-mail to the consumer about the poor customer experience they had with OnTrac. In addition, the consumer did not provide a tracking number with her Revdex.com complaint. The request was made that she give me this information, so that I could...

research and follow back up with her. I also provided my contact information to the consumer as well.

Hello,OnTrac works off of delivery tracking numbers in order to locate the delivery details and resolve the specific matter.  Based on the response, Ms. Romley is out of the country and will not be able to provide a tracking number until her return.I reached out to Ms. Romley via email and provided my direct contact information so I can assist her with her delivery concern.  I will await her response to ensure that it is addressed appropriately.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. Sincerely, Xiong L*Customer Care Manager

I would like to be able to further investigate these issues, but in order to do so would need to obtain at least one shipment tracking number so that I may access system information. Once received, I'll be able to further investigate, speak to the drivers supervisor, and find a resolution hat is...

hopefully acceptable to all parties. The complaint is valid, deliveries should not be left in this manner, and for that I apologize. I look forward to receiving the relevant tracking info so that I can follow up on this . Regards,Deborah

Hello, Mr. [redacted] raised concerns about the delivery driver parking in his driveway, parking on the wrong side of the street and dangerous driving in general, as well as the delivery driver failing to ring the doorbell at the time of delivery to ensure that he is alerted at the time of...

delivery. We have addressed Mr. [redacted] concerns with four separate drivers who deliver in his neighborhood to ensure that they are aware of these concerns and to ensure that there are no future issues. I have contacted Mr. [redacted] directly to apologize for our less than staller performance regarding the driving habits of the drivers and assured him that we are addressing his concerns.  In addition, I have provided my direct contact information to Mr. [redacted] so that he can provide a recent tracking number so that we can update our database with instructions to please ring the doorbell upon arrival moving forward.  He is also going to forward me video of recent deliveries so that we can follow up directly with the delivery driver that delivered on the dates that these incidents occurred.  I have invited Mr. [redacted] to contact me directly for additional assistance, now or in the future.Best Regards,[redacted]Customer Care Manager

An email was sent to the consumer with my contact information. I had requested additional information from the consumer to further assist.

Hello,Based on the information that was provided in the complaint filed by Ms. [redacted], she was expecting a delivery that was reported as attempted 3 times, but she only received notification once.  Ms. [redacted] did contact our offices directly and arranged to pick up her shipment from our local...

offices in [redacted], AZ.   Using our internal technology, we were able to confirm that each time the delivery driver attempted delivery, he was at the receiver’s location.  Unfortunately, we cannot confirm that the driver actually left the door tag notifications at the right door, only that he was at the receiver’s apartment complex. The Manager of the local delivery facility has met with and discussed Ms. [redacted]’s concerns with the delivery driver and his Supervisor to help ensure that this does not happen again.  Also, we have updated delivery instructions for Ms. [redacted]’s address to ensure that a door tag is left in a visible location on her front door for every attempt along with confirmation that she will sign and leave the door tag when needed.  Additionally, we have coached the Customer Care Advocate who assisted Ms. [redacted] when she called us so that our Customer Care Advocate is aware of the perception that she portrayed to the customer and to prevent this from happening again.I spoke to Ms. [redacted] today to apologize for her less than stellar experience and to advise her of the actions that we have taken to address her concerns.  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]. [redacted]Customer Care Manager

Good afternoon, I would like to further investigate, and follow up with the driver supervisor, but in order to accomplish that I will need the shipment tracking number. Can you please provide it so I can investigate this unfortunate issue further? Thank you,Deborah

The so called reaching out to me and waiting for my response happened the same day this response was submitted to Revdex.com. Of course they were waiting for my response... they literally just sent me an email then told Revdex.com they couldn't do anything because they hadn't heard from me... doesn't matter anymore anyway. Going on 5th day of my package missing the guaranteed delivery date I just canceled the order all together.

Hello, Based on the complaint received by the customer, we have addressed his concerns with the local delivery facility.  Our records confirm that Mr. [redacted]’s shipment was received on August 20, 2017 and the driver did not make a delivery attempt on the expected delivery date, August 22,...

2017.  Mr. [redacted] reported his concerns to us on August 23rd, which was immediately escalated by our Customer Care Supervisor to the local delivery facility for resolution. The Manager of the local delivery facility reviewed this issue and attempted to contact Mr. [redacted] on August 24th to reassure him that the issue would be resolved, but was not successful in getting through.  A voicemail was left apologizing for the delayed delivery and the Manager’s number was provided for additional issues pertaining to this matter. We truly apologize for our less than stellar performance regarding the delayed delivery of this shipment and assure you that this is not the service that OnTrac strives to provide.  If there are any issues, concerns, or questions with future deliveries, he can contact me directly at [redacted]@OnTrac.com. Sincerely, Xiong L*

I have been in touch with customer service and they already have all the...

information. The problem is their driver is not deluvering packages and saying he/she is. The email responses make jo sense (for example: the driver has returned to delivery area, found the packages and redelivered them" false. False! There are a DOZEN customers in this area with simiar complaints. The Petaluma driver needs to be investigated. Where are the packages disappearing to? Why are they jot being delivered!?

Hello,While I truly understand the level of frustration of the complainant, I am unsure of what else to do to resolve this complaint. We were unable to retrieve the shipment that was mis-delivered; I explained that while our website states 'closed' we do actually have staff on site and working, we are just not open to the public, and I offered apologies. The overall experience was poor on many levels. If the complainant could request a reasonable resolution I would be happy to work with them on it and see what, if anything, I can do.Regards, [redacted]