OnTrac

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

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,

Good day,
 
First, I'd like to offer my apologies for your poor customer experience.  Can you please provide me the tracking number of your shipment so that I can retrieve the shipment information out of our system and follow up on all of your concerns?...

 
Regards,
Deborah

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

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

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.

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.

I had a package tendered by a shipper to Ontrac Delivery Service and was supposed to be delivered om 15 Sep under tracking [redacted]. Later that day, I saw that the tracking reflected that it was delivered to our front door but I didnt see any package. I called the Toll Free number and was told that the driver will try to check and verify if it was misdelivered. In the next two, I made a few calls but got nothing. This morning, 17 Sep, I made another call and spoke with a certain Jessica. She was not very helpful at all and when I asked if they have any feature in their website where I can express my experience, she hanged up. Very poor customer service!!,

OnTrac claims to have delivered an Amazon order to our rural house at 10:30pm. After we called to let them know we did not receive it, we requested that the driver explain where he left it or to come back and show us. After a few phone calls back and forth to someone, not in our town, they said that the driver went back to our house at 2:30pm a day later and spoke to the person they delivered to, who confirmed that yes they received the package. I let OnTrac know that this was not true, that he either went to the wrong house again or he is not telling the truth. They simply stated that they closed the case and that Amazon would be responsible. I asked them to not deliver to my house again.

I don't understand the A+ rating of this company from the Revdex.com! My review of ONTRAC is so very similar to all the other negative reviews that it's scary. Yet the company is still in business, and being used by a reputable companies for shipping products to loyal customers.

My experiences with ONTRAC is that they either choose not to deliver or deliver

to the wrong address 8 out of 10 times. YET my orders always say delivered! I cannot help but think this may be on purpose. Why do so many people have the very same identical complaints? I wish that all companies would stop using ONTRAC.

I cannot tell you how many times I have had to call the places from which I order to find out where my delivery ended up. I have had refunds issued for fear of re-ordering and having this company "deliver" my items. .

I placed an order with Amazon to a business labeled as do not deliver on weekends. I received a notification that the package was being delivered, however it was Sunday and specified the address was a business address.

I received two missed calls and a voice mail asking if they could leave the package since it needed a signature.

Shortly after that I received a text from Amazon letting me know the package was going to be re-delivered on Monday.

Monday come and goes still not package. I called and was told they would reschedule for Tuesday and here I am still no delivery. I know when I call they will tell me the same as yesterday.

Worst shipping company ever. [redacted] uses ontrac to ship me supplements and the first time I ordered something from them this year it came broken. The box was just thrown on the concrete and busted open and damaged the contents. The second time I ordered something it came no problem. The most recent order has yet to arrive and shows up as "staged for delivery" in the tracking info on OnTrac's website. It updated the tracking info 4 times with the same status "staged for delivery". The package was supposed to come two days ago. Still waiting. Hopefully they don't damage the contents again which would mean I have to go to FedEx to ship it back to bodybuilding.com. I've read numerous negative reviews about this company from people with Amazon prime. I won't be doing business with any company that uses OnTrac in the future.

Every time I used them, the items were delayed by at least two days without explanations.

On 12-DEC-2014 I placed an order with [redacted] to have a package shipped to California. The expected delivery date was 16-DEC-2014. On 12/16/14, I received a text message from the delivering carrier - OnTrac (Corp office in[redacted],**) - indicating the driver had attempted delivery at 9:25pm on 12/16/14 and the "business" was closed. First, if the driver had actually gone to the location they would have (1) seen it was a residence, and (2) seen the residents were home at the time of supposed delivery attempt. No door tag was left (as is their usual action with a residence) which was another indicator the driver never made the attempted delivery as his activity indicated. When I contacted the company, they contacted the driver directly. Approx. an hour later the package arrived at the residence, and the home owner indicated the driver used the box to smash a snail when he left it at the front (driver did not attempt to go to the door though homeowner was there). The homeowner then had to clean smashed snail off the box and themselves. I have every reason to believe the driver fraudulently recorded activity he did not conduct and then retaliated against the shipper of his delivery (me) by purposely smashing the snail with the delivery in order to get back at me (for pointing out he lied about the attempted delivery) and hurting my friend with the gunk on the box. If you use [redacted], I encourage you to request a more reputable delivery carrier be used for your shipment(s).

Hello,Based on the information that was provided in the complaint filed by Ms. [redacted], she was expecting a delivery that was scanned delivered, but she was not able to locate.  Ms. [redacted] did contact our offices directly and using our internal technology, we were able to confirm that...

the shipment was not delivered correctly to Ms. [redacted]’s address.  The driver was sent to recover the delivery from the incorrect delivery address and the shipment was delivered to Ms. [redacted] as soon as the issue was identified.  Additionally, Ms. [redacted] had another shipment that was due for delivery last week that was not delivered until today.  This shipment did arrive at the destination facility on the expected delivery date, but was not scanned out for delivery until this morning.I have filed a formal complaint with the local delivery facility on behalf of Ms. [redacted] to ensure that Ms. [redacted]’s concerns are being addressed by the local leadership team.  I have spoken directly to the General Manager of the Delivery facility that services the city where Ms. [redacted] receives her shipments several times, and have received confirmation that this issue has been reviewed with the delivery driver and the driver’s Supervisor to ensure that this does not happen again.  To ensure that future deliveries are completed accurately and on time, the driver’s supervisor is going to personally oversee these deliveries until he is confident that they will be delivered without incident and to ensure that Ms. [redacted] does not experience any future delayed deliveries.I have corresponded with Ms. [redacted] several times via email and have attempted to contact her directly via phone today to apologize for her less than stellar experience with OnTrac, advise her of the actions the local OnTrac facility is taking and provide her with my personal contact information so that if she has any future questions or concerns, she can contact me directly for assistance.  I was not able to connect with her via phone, but did leave her a voicemail and have followed up with an email to apologize again and advising her of the actions taken. Sincerely,[redacted]Customer Care Manager

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 consider this complaint resolved.

Regards,

[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.]

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,

Carolyn Mc[redacted]

Reached out to consumer via telephone to make contact. I had left a message on her voice mail with my contact information.

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,

In regards to the complaint submitted, I have contacted Ms. [redacted] 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 reported as delivered on November 11, 2014.  The customer...

contacted us directly on November 13, 2014 to advise that she could not locate the delivery, but there was a shipment delivered to her for a 3rd party.  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 door where it was reported as delivered on the 11th.  We also had the delivery driver check with the 3rd party address to determine if the shipments were delivered to the wrong location to be recovered, but the 3rd party receiver has not been available to confirm if they received Ms. [redacted]'s shipment in error so that we could recover and deliver to her if located.  Based on my communication with Ms. [redacted], I have made multiple attempts to contact the shipper on her behalf to advise of the situation.  Unfortunately, they have not responded to our requests for a call back.  I have advised Ms. [redacted] at this time, she will need to reach out to the shipper directly for assistance with a refund or replacement of the items she ordered and requested she provide them with my contact information if additional information is needed to help resolve this issue with the shipper.  I have sent an email to Ms. [redacted] 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,[redacted]Customer Care Manager