OnTrac

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

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).

I sent an email today to the consumer advising that a Ontrac driver would be returning today to reconfirm the delivery of the package. In addition I provided my contact information.

Sent e mail to customer with my contact information. In addition I had requested the customer to provide me the tracking number.

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!!,

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

[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]

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,

I have reached out to the complainant to request a tracking number for the shipment so that I can research her delivery issues and resolve her concerns. I await her response.
 
Deborah

I have reached out to the complainant to offer my sincere apologies and, even though she did not request it, have filed a formal complaint with the local delivery facility so they can get with the delivery driver. I have also reached out to the customer care department to share her concerns over...

long hold times as well as the lack of information provided by the agents.  I also shared with her that this particular customer (Sephora) actually requires us to refer callers back to them, so this may be part of the reason for the lack of sharing of information. 
I have asked that she reach out to me directly should she have any other issues or concerns.
Regards,
Deborah

Hello,In regards to the complaint filed by Mr. [redacted], I was able to make contact with him to obtain the delivery tracking number.  The delivery he was expecting was delivered to someone that he was not familar with.  After investigating the issue and using our...

internal technology, we confirmed that the shipment was delivered to Mr. [redacted] leasing office and not to his front door.  To resolve this issue, we sent the delivery driver back to Mr. [redacted] apartment complex to recover the shipment and deliver the shipment directly to Mr. [redacted].  Once we received confirmation that the delivery had been corrected, I contacted Mr. [redacted] again to confirm that he had received his shipment.  In addition, the local Manager of the delivery facility has addressed this issue with the delivery driver and the driver's Supervisor to ensure that this does not happen again.  We have also updated delivery instructions in our data base to alert the delivery driver for all future deliveries to ensure that shipments are delivered directly to his front door and not left with a third party.I have apologized to the customer for his less than stellar delivery experience and have provided Mr. [redacted] with my direct contact information so that if he has any additional concerns now or in the future, he can contact me directly for assistance.Sincerely,[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.]

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,

In regards to the complaint submitted, I have contacted Mr. [redacted] to discuss this issue with him and offered an...

apology for his delayed delivery.

 

To ensure that this does not happen again to any future deliveries for Mr. [redacted], I have updated instructions for this delivery address to advise the delivery driver that shipments

should not be left at the front door moving forward if the receiver is not at home to sign for and receive the shipment.  Additionally, our local delivery facility is reviewing this issue

with the delivery driver and his Supervisor to ensure that the concerns brought forth by Mr. [redacted] regarding the delayed delivery of his shipment are addressed. 

 

I have sent an email to Mr. [redacted] to apologize for this issue and have advised him of the actions we have taken to ensure this type of issue does not happen again.  I have also invited

him to contact me directly if he has any specific directions/instructions he would like us to follow for future deliveries.

 

Sincerely,

Customer Care Manager

Our office has had a problem with our deliveries for months now, since last year. I order the supplies for our office so my name is on the box(es). When the packages are delivered there are various people that answer the door but I am not one of them. Instead of the delivery person asking the name of the person who is signing for the boxes, he puts my name as the "signed by" name. I've never had a problem with any other delivery service forging the "signed by" name, even OnTrac up until about September 2015. I've tried calling Staples at least eight times (the company with the OnTrac contract) and OnTrac directly three times. I always get the same response. That a manager from OnTrac will call me regarding the issue but I never get a call.

Today while the OnTrac delivery person was at the door, I watched as he delivered the packages and didn't ask the woman who signed for them what her name was. I then asked him what name he was going to put as the "signed by" name and he said that he was going to put the name that's on the boxes. I then told him that I don't want to be responsible for the packages if I didn't receive them and by him putting my name it indicates that I received them. He then raised his voice and began arguing with me. He told me that the packages are "safe" because they're in our building and not outside and that "no one is going to take them". (This is a public building, with several people in and out.) He told me that if I'm not happy with OnTrac that I should get another delivery contract somewhere else. (I don't work in that department but because of this would change if I could). Every delivery service (UPS, FedEx, etc) has the "signed by" section for a reason, and I told him that. It's about accountability. He stated that it's too bad if I don't like it and that he is going to continue to put my name in the "signed by" section whether I answer the door or not and whether I like it or not.

I need help. I've spend hours now on hold, or on the phone trying to resolve this issue. I have never had to deal with someone so condescending and dismissive when what I was asking was something that he should already be doing. He was a horrible representation of your company. I've dealt with OnTrac for several years and have otherwise had pleasant, professional experiences. Can someone please make sure this doesn't happen again? Not just to me but to anyone. We're not asking for anything other than the basics of any delivery service.

This company lies. I have had a couple packages, one from Amazon and one from Zulily, shipped by OnTrac. Not only did my packages never make it to my home, the driver repeatedly lied about delivery attempts and an incorrect address. I have called in six times to fix the issue, offered detailed delivery instructions including my phone number, and been placed on hold numerous times. Each time I call, I am assured the issue is resolved and I will receive my package. I have yet to receive any of my orders which I have bought and paid for in full. Amazon refunded my money and deemed the package lost. I am still waiting on my Zulily order. At this point, I am planning to drive the forty minutes to pick up my package in person since I know it will never reach me. I paid money for a delivery and now have to spend more money and time on gas to pick up my order.

I submitted a response to the consumer providing my contact information. I also advised the consumer that I would be the point of contact person that would be able to assist regarding the situation they experienced with Ontrac.

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

Good afternoon,
 
I'd like to offer my sincere apologies for this less than stellar customer experience. I have reviewed all of the system comments, and am able to see that the shipment has in fact been delivered, but was delivered after the expected delivery...

date. Unfortunately, there are not system updates that offer an explanation for the delay. I have filed a driver complaint with the local manager so that they are aware and can follow up with the driver supervisor. At this point, is there anything else I can do to assist? Again, my apologies. 
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.]

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.
I CAN ONLY HOPE AND PRAY THE PROBLEMS DO NOT CONTINUE.

Regards,

Ontrac has always delivered my [redacted] and [redacted] Warehouse packages overnight and for cheaper than what [redacted] and [redacted] would charge for 5-day shipping! They deliver in the mornings with smaller, less official vans whereas the big services come in the afternoon with professional trucks. I'm surprised to see so many negative reviews online because I haven't heard anything bad in person around [redacted], where I live.