OnTrac

Revdex.com:
The package was received, but in excess of three weeks after being received locally by...

the transport company.  I consider this issue resolved but do feel the service and communication from OnTrac was severely lacking.  OnTrac representative gave me verbal guarantee that the package would be delivered on the day I made this complaint yet it was nearly a full week later that it finally arrived.  
Regards,
[redacted]

Hello,   Based on the complaint filed, Mr. [redacted] had a delivery that was scheduled to be delivered on 11/28 that showed delivered, however he did not receive.  After researching this issue, it was confirmed that the driver incorrectly scanned the package delivered, when it had not...

been.  Mr. [redacted] reached out to OnTrac on multiple occasions to inquire about the status, however based on the shipper’s requirements, he was referred to the shipper for further assistance. I did reach out to the local delivery facility to discuss Mr. [redacted] delivery concerns.  The concern was addressed with the driver’s supervisor and the proper process was thoroughly discussed to ensure customer satisfaction.It is our highest priority to ensure that packages are delivered appropriately and regret that we were unable to accomplish this for Mr. [redacted].  If there is anything that I can further assist with, please feel free to reach out to me at [redacted]@OnTrac.com. Best Regards, Xiong L* Customer Care Manager

I responded to the consumer advising them at this time we have not located the package. The consumer was advised that they would need to contact the shipper to ask for a replacement. I provided my contact information as well to the consumer.

On 01/10/17, I spoke with the consumer via the telephone. I expressed my apologies to her for the service she had received through OnTrac. At this point in time, all her packages had been delivered. In addition, I advised the consumer that I would provide her my contact e-mail and phone number in...

the event she should have any further issues. I sent a follow up e-mail to the consumer on 01/10/17 with my contact information.

I have given OnTrac the tracking number and received one email telling me to contact the shipper and 2 emails telling me that they are sorry, but I have NOT received either of my packages yet

Hello,   Based on the complaint received by the customer, I have addressed Ms. [redacted] concerns with the local delivery facility.  The shipment was initially delayed because the apartment number that was provided on the address line sent to us by the shipper did not transmit to the...

label due to reaching the maximum character length, so the driver did not have the apartment number when trying to deliver.  Ms. [redacted] contacted us directly and provided the needed information, but then the shipment was listed as missing.  This was a result of a lack of scanning by the driver and his Supervisor, and failure to return the shipment to the main offices for updates when requested.     Because of the delay, the shipper requested that we return the shipment and a new order was sent to Ms. [redacted] to ensure that she received her shipment without additional delays.  We have reviewed the process internally and the Manager of the local offices has committed to revising the scanning process for deliveries to the area where Ms. [redacted] resides to ensure that this type of mis-scanning does not occur moving forward.  I have attempted to contact Ms. [redacted] directly via phone to apologize for our less than staller performance regarding the delayed delivery of her shipment and left a detailed message to advise her that they are reviewing this incident in detail to change existing processes at a local level to ensure that this issue is resolved for all customers.  Additionally, I have provided Ms. [redacted] with my direct contact information so that if she would like any additional follow up regarding this matter, or assistance with any future issues or concerns, she can contact me directly.  Best Regards, Pamela P[redacted] Customer Care Manager

Hi,Based on the information that was provided in the complaint filed, Mr. [redacted] had a shipment delivered that he was not able to locate.  Mr. [redacted] did not reach out to OnTrac to inform of the incident to provide us with an opportunity to resolve his concern.I initiated an investigation...

requesting the driver return to the delivery location to assist with locating the package.  On October 12th, 2017, the driver advised that upon his return, they were able to recover the package and Mr. [redacted] currently has the package in his possession.  I reached out to Mr. [redacted] to confirm the information, but was not successful in connecting with him.  I left a message regarding the findings and apologized for any inconvenience this may have caused.  I provided my direct contact information for follow up, but have not heard back from Mr. [redacted].If there is anything else I can assist with, please feel free to reach out to me at [redacted].Thanks,Xiong L*Customer Care Manager

[redacted]...

[redacted]  [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]

I ordered a package from bath & body. Ontrac state delivered 12/1 behind my gate. I was home all day no package or knock on gate , I even have a dog so they couldn't put behind gate! I called customer service they can't do anything!# This happened to me before with an Amazon delivery. THEY LIE OR THERE DRIVERS ARE BLIND!

Awfull customer service with poor tracking history. Because of mistake made by shipper, on a box was wrong recipient name. I returned the box to the driver men immediately and after this the box is disappeared but tracking showed it was delivered. I had a very unpleasant experience with a shipper and now I'm looking as a fraud. All my attempts with a customer service to figure out the problem failed. They did anything to found out what happend with the package. Tracking still shows I got it.

Hello,

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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),  names of employees, 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. 
 
Best regards,
[redacted]
Customer Care Manager

Second time using ontrac to recieve a product, second time they lie and say they delivered but didn't. This time delivery person claimes he tried dropping off product but I refused it. ALL LIES HE NEVER SHOWED UP TO DROP PACKAGE OFF. CAREFUL WITH ONTRAC THEY LIE ABOUT DELIVERING PRODUCTS.

Hello,

 

Based on the complaint received by Ms. [redacted], I have addressed her concerns with the local delivery facility. Ms. [redacted] has requested that when deliveries are being...

made to her address, that the delivery driver ring her bell and obtain a signature at the time of delivery to ensure that she is receiving her shipments at the time they are delivered. 

We have updated these instructions in our system for Ms. [redacted]’s delivery address and the local Manager has addressed these concerns with the delivery driver and his Supervisor to ensure that there are no future issues.  I have contacted Ms. [redacted] directly via email to apologize for our less than staller performance regarding the delayed deliveries of her previous shipments, updated her on the status of a current delivery she is scheduled to receive today and assured her that we are addressing her concerns.  In addition, I have provided my direct contact information to Ms. [redacted] so that if she has any additional issues or concerns, she can contact me directly for additional assistance, now or in the future.

Best regards,

Customer Care Manager

An e-mail was sent to consumer advising that the package was delivered on 11/03/16, I provided the consumer my contact info to advise I would be more than happy to speak with them further. I apologized for any confusion regarding his delivery.

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.

I reached out to the consumer regarding his experience with Ontrac. I provided my contact information as well a DC was issued regarding this issue.

They had my information because I received this response on Monday. I replied to Eddie's email. Still no reply.

OnTrac's records show that a package was delivered to my front door today at 12:15 pm. It was never delivered. My entire family was home all day and never saw a delivery truck, an employee of OnTrac or a package.

I was on hold on the phone today for more than an hour, only to be told that they would try to find the package tomorrow. Customer service was horrendous -- one representative said she would call me right back, and didn't. The other had nothing to say. I have not received any replies to 4 separate emails.

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

OnTrac drivers are careless and lack basic package delivery skills. Apparently, my package was left on the front step by the driver. No knock on the door and the doorbell was not rung. Well, the delivery address has major foot traffic and it could have been picked up by any passerby. After I complained to OnTrac, they sent their driver 5 days later to retrace his steps. Now, they determine that the driver delivered my package to the incorrect address. In this day in age, what it cannot determine where to deliver a package? Now, I'm incovenienced and have to wait for an investigation to take place. Never trust your packages to OnTrac! If UPS and Fedex can get it right, then why can't OnTrac do the same? By the way, where the hell did OnTrac come from? Never heard of them until this god awful experience!