OnTrac

Hello, Based on the complaint received by the customer, I have addressed his concerns with the local delivery facility.  Based on the tracking numbers provided by Mr. [redacted], our records do confirm that these shipments were delayed in delivery.  2 separate delivery...

drivers were unable to locate the receiver’s home on the first attempts. The shipments were delivered the following day as the drivers both reported they were unable to locate the customers address.  I contacted the Manager of the local delivery facility to review both examples provided and a meeting was held with the drivers and their Supervisor to address Mr. [redacted] concerns.  In both instances, the drivers stated that they were not able to locate any signage showing the actual address visible from the street and due to closed construction fences, did not feel it was safe to leave the shipments.  To ensure that this does not happen again, we have updated our data base with the cross street information for Mr. [redacted] home, and his phone number, which he provided previously so that they can call for directions if needed.  Additionally, we have reminded the delivery drivers that they can call into our Operations Support Center to get directions while on route, or we can call the customers for directions on their behalf to ensure timely delivery.  The Manager of the local delivery facility also will be monitoring for shipments going to Mr, [redacted] address to help monitor to ensure that there are no issues with future deliveries.I have attempted to contact Mr. [redacted] directly via phone to apologize for our less than staller performance regarding the delayed delivery of his shipments, but his voicemail states he is unavailable until the end of the month.  I have left him a voicemail and I have followed up with him via email as well.  In addition, I have provided him with my direct contact information so that I can assist him directly with any future issues or concerns.Best Regards,[redacted]Customer Care Manager

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

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.

[redacted]...

[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], at this time the interim response is satisfactory to me.  Final resolution would be contingent on further follow-up by the company (they have indicated someone will be contacting me) and will wait for the business to perform this action, and determine if the outcome is considered satisfactory at that time.

Regards,

I have sent the consumer an e-mail requesting to further assist him. His situation involved a perishable item. I wanted to advise as to what the protocols are regarding perishable items. ...

I have reached out to the consumer to advise that at this time we do not have his package. My e-mail states that the consumer would need to follow up with the shipper in order for the package to be replaced.

I responded to the consumer on 12/08/16, asking that they provided the OnTrac tracking number so that I may further assist them. The consumer did not provide this within the Revdex.com complaint they filed. An e-mail was sent with instructions on what is needed. In addition my contact information was...

provided as well.

I sent the consumer and e-mail advising that I would need the tracking number of his package, so that I may further assist him. As with any shipper, the tracking number is a key component when researching items as such.

on track delivery obviously hires ies, who leave packages by mailboxes on the street for anybody to steal it. incompetent company, zero responsibility..

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.

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 is the worst delivery company I have ever had to deal with. I was harassed by my delivery driver because of my building's buzzer system. Then I was called by the company and confirmed with them that they would call me on my phone to deliver my package. 2 failed delivery attempts later they refuse to answer my calls or deliver my package. I will never again use this service.

NEVER EVER USING ONTRAC AGAIN!!

OnTrac was supposed to deliver me a package from Kohls. They marked it as delivered to my front door (which I was home and never received). I got a call 3 1/2 hours later stating that the driver marked it as delivered but needed my apartment number so they were checking up to see if I got it (which I didn't). They started an investigation, and said I would receive a phone call. A week later I called them back and the nice man on the line told me to file a claim with Kohls so that they can pay for my lost package. He informed me that everything he was reading was basically complete BS and that it looked like I'd never get my package. They marked my package as lost when in reality the driver just failed to deliver it and probably kept it for himself.

Long story short. OnTrac can kiss my [redacted].

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.

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

[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 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

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,

Hello,   Based on the complaint received by the customer, the customers shipment was delayed due to the drivers...

failure to properly use the call box upon arrival for entry. 
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.  In addition, we have updated our database with instructions clarifying how to gain access through the customers call box and the customer’s phone number so that all future shipments can be delivered to the customer.  The system will reflect these details to ensure that the delivery driver will have this information for all future deliveries.  Additionally, the driver has been given detailed instructions for future access to ensure that it never happens again.
The Manager of the local delivery facility and I have both contacted [redacted] directly via phone to apologize for our less than staller performance regarding the delivery issues of the recent shipment and to advise directly the steps we have taken to address his concerns.  Additionally, [redacted] has been provided with both my contact information and the local Manager so that if there are any future issues or concerns, we can be contacted directly for immediate assistance.
                                Best Regards,[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.
I CAN ONLY HOPE AND PRAY THE PROBLEMS DO NOT CONTINUE.

Regards,