OnTrac

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*

Hello, An e-mail was sent to the consumer on 03/07/17, advising that I would take the necessary steps to coach the two OnTrac representatives that she spoke with. I made the consumer aware, that I have pulled one recorded call thus far, and have provided the coaching to the agent. In addition I provided my contact information to the consumer as well, in the event she should need further help.

Good afternoon,I'd like to offer my apologies for your continued issues with OnTrac; clearly it is not the level of service we strive to provide. I'd like to provide additional assistance, but am in need of the tracking number of the shipment in order to do so. If you could provide it, I can be of...

further assistance. I look forward to your response so that I can work these delivery issues out, and follow up with our customer care representatives regarding follow up issues. Regards,[redacted]

Good day,I have reached out to the shipper to request the tracking number assigned so
that I can try to resolve this issue for him. I am awaiting his response.Regards,Deborah S[redacted]

Hello,   Based on the complaint received by Ms. [redacted], the driver does not deliver packages to the appropriate apartment number outlined on the delivery label.  Instead, packages continue to be delivered to the leasing office, even after multiple notifications were provided to the...

driver.I have reached out to the local delivery facility for assistance and I have requested that all deliveries to this address be delivered to the appropriate apartment number; under no circumstance should packages be left at the leasing office; and corrective action needs to be taken with the driver’s supervisor to ensure that this these directives are followed going forward.  Our Operations Manager advised that a discussion was conducted with the driver’s Supervisor and assured me that this will be corrected going forward. I do sincerely apologize for the less than stellar performance that has been provided by OnTrac.  It is our highest priority to ensure that packages are delivered properly and regret that we were not able to accomplish this previously for Ms. [redacted]. If there is anything that I can further assist with or future needs, please feel free to reach out to me at [redacted].   Best Regards, Xiong L*Customer Care Manager

Hello,   Based on the complaint received by the customer, Mr, [redacted] delivery was delayed deliveries as a result of the delivery driver reporting that a gate code or access code is needed to deliver the shipment.  Mr. [redacted] did contact us to advise that there is a pedestrian walkway to allow...

walk in access to the gated community.  This information was updated in our system, but the shipment did not get re-attempted until Sunday, causing a delay for the customer. To address these concerns, we have reviewed the delivery requirements for this delivery address with the delivery driver, his Supervisor and the local leadership team.  Management from the local delivery has confirmed that the delivery driver in the area where Mr. [redacted] resides is clear on how to access the community and understands the customer’s expectations regarding gaining access moving forward to ensure that deliveries are not delayed for a gate code.  In addition, we have updated our database with the access instructions so that the delivery driver will have this information for all future deliveries.  I have contacted Mr. [redacted] directly to apologize for our less than staller performance regarding the delayed delivery of his recent shipment and assured him that we are addressing his concerns.  Additionally, I have provided him with my personal contact information so that if there are any future issues or concerns, he can contact me directly for immediate assistance. Best Regards, Pamela P[redacted] Customer Care Manager

Hello, Regarding the complaint filed by Mr. [redacted] this shipment was delivered on September 11, 2015.  Mr. [redacted] submitted a claim form on September 17, 2015, requesting reimbursement for electronic equipment that was damaged in transit. Below is a copy of our Terms and Conditions, which...

specifically address fragile articles, including electronics and electronic devices, and which Mr. [redacted] pasted into his complaint acknowledging his understanding of these terms and conditions:   Declared Value: OnTrac will not be liable for your acts or omissions including, but not limited to, incorrect declaration of cargo, improper or insufficient packaging, securing, marking or addressing of the shipment, or for the acts or omissions of the recipient. We will not accept liability for items which are not fully enclosed in a carton or proper packing material. OnTrac assumes no liability for fragile articles including, without limit, electronics and electronic devices, scientific testing equipment, glass, crystal, porcelain and china. I contacted Mr. [redacted] to discuss his concerns and apologize for his frustrations regarding this matter.  I advised him that there was nothing further I could do to assist with his request based on the Terms and Conditions outlined above.  I did provide him with the contact information of our VP of Quality Assurance to discuss his concerns further and let him know that I would forward his comments regarding our terms and conditions to our Executive team for review and consideration.   Sincerely, Pamela P[redacted] Customer Care Manager

Good afternoon,The Customer Care Manager, Mrs. L*, has looked into this issue and will be reaching out directly.Regards,Deborah

Hello,My apologies for this incident, as well as the lack of a timely response. Please have the complainant contact me directly at ds[redacted][email protected], so that I can assist them in filing a claim form for reimbursement for the damages caused.Regards,Deborah S[redacted]

I have reached out to the complainant to offer my apologies, as well as request that they get with me directly so that I can assist them in filing claims for their lost/damage goods. Additionally, I have contacted the local delivery office and requested they remove the driver from making deliveries...

to this location going forward, and they contemplate removing him completely. I am awaiting a response from the complainant regarding filing a claim. Regards,Deborah

With the information provided and reviewing the attached photos; it appears the shipments in question are not from OnTrac. OnTrac tracking numbers start with a B, C or D; those shown in the photo begins with TBA. I have reached out to Mr. [redacted] via telephone to notify him of this. In the discussion, other deliveries from OnTrac were uncovered, and I have filed a formal complaint with the local facility so the ongoing concerns can be addressed.

Hello,
In regards to the complaint submitted, I have contacted Ms. [redacted] via email and she provided me with the tracking numbers associated with her complaint.  Our records indicate that the shipment Ms. [redacted] advised was not received, was delivered on November 5, 2014.  The customer...

contacted us directly on November 7, 2014 to advise that she could not locate the delivery.  As a result of this complaint, we did have our driver return to the delivery address and the shipment was no longer at the front gate where it was delivered on the 5th. 
We have confirmed via our internal technology that the driver who delivered the shipment was at the correct delivery address at the time the delivery scan was completed. Based on my communication with Ms. [redacted], I have contact the shipper on her behalf to advise of the situation and they confirmed that they will reach out to her directly to assist with providing her with a refund for the items purchased.  I have also provided Ms. [redacted] with the shipper’s phone number and the name of the representative that I spoke to regarding her issue. 

 

I have sent an email to apologize for this issue and have advised her of the actions we have taken to help resolve this issue for her.  I have also invited her to contact me directly if she has any additional questions or concerns regarding this shipment and for any future deliveries.


Sincerely,

Pamela Peglar

Customer Care Manager

Although the company did send an apology...

and a phone number to call should any future problems arise, the company did not address the deceptive practices they engage the consumer in on their "tracking" page.  They also did not offer an explanation for why the shipment was "out for delivery" on five separate occasions, nor explain why they told the [redacted] representative that they would deliver the package the next day and did not.  The delivery was neither reliable nor timely.

An e-mail was sent to the consumer on 12/19/16, advising that in order to assist them, they would need to provide the OnTrac tracking number. In addition, I provided the consumer my contact information as well. As a logistics company we operate using the OnTrac tracking number in order to reference...

package.

[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 read Mr. [redacted] response, and his statement that he has been speaking to me. I assure you I have not spoken to Mr. Brunner, but would like to. We do have other Deborah's in the Customer Care Department, so perhaps it was one of them and he assumed it was me? Please ask that he reach out to me directly so that I can assist him in his efforts to resolve this situation.Regards,Deborah

Hello, On 03/22/17, I reached out to the consumer via e-mail, to extend my apologies for the poor customer experience she had with OnTrac. In addition, I made the consumer aware that a driver complaint was also issued on her behalf. I also provided the consumer with my contact information in the...

event she should need further help.

I sent the consumer an e-mail advising that I would reach out to our IT Dept to see if we could further assist regarding his concern. In addition my contact information was provided to Mr. [redacted].

Good morning,Thank you so much for sharing your delivery issues with us. I am having your situation researched and should have more information soon, and will reach out to you directly via your email. It may be a day or so given this is a holiday week. Feel free to reach out to me directly at...

[redacted].Regards,Deborah

Good day, I would like to investigate this incident further, but need the shipment tracking number to do so. If the complainant can provide that, I am more than happy to see what can be done. My apologies that it has come to having to file this complaint to provide...

assistance. Regards,Deborah