OnTrac

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

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

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

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

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.

OnTrac has been a carrier three times for random orders I have placed. Three times I have had problems. The first time, the product was lost/damaged. The second time it was stated as delivered, it was not. It took several calls with lots of time on hold. When I finally reached Customer Service they contacted driver who then delivered the package the day following the phone call to Corporate. Driver did not have an answer when I asked how he had the package when it been recorded as delivered several days prior.

Now, for the third time, it was tracked and recorded as being delivered at the front door on October 10th. We were home, and there was no delivery. I called 3 days in a row before finally reaching a person. As of October 18th, still no package, and still no reply as to where my package is. Rep. said driver was contacted and that he had delivered it to a neighbors house. (Remember it was recorded as being delivered to the front door). When I said not possible, we have only 4 neighbors and we are all in contact, they called driver back but he would not answer phone.

I finally had to contact Amazon, they refunded my account and I have re-ordered the item. Hopefully OnTrac will not be selected as carrier again.

We had to call the police to intervene after an OntTac driver parked outside our home for hours. This happened after reporting the driver to OnTrac for throwing a package of fragile electronics onto the cement. When questioned about it the driver responded with profanity. After photographing the van to get the company information the driver parked out side our home. I had to call the police to remove them and now packages to be delivered via OnTrack from Amazon and "getting Lost" it is obvious what is happening here.

OnTrac is a horrible delivery service. I have been working with a food delivery service to provide meals weekly to my apartment. We have provided detailed delivery information both to the service as well as to OnTrac on how to get into the building and deliver the package.

Either this information is not being delivered or it is being completely ignored. For the past three weeks, the package has not been delivered, and has ended up being destroyed as the food product is spoiled after 24 hours. There has been no communication from OnTrac about the failed delivery. When I try to contact customer service in a timely manner about a same-day re-delivery attempt to avoid having the product thrown away, I never receive the promised follow up call and the package is labeled as a next-day redelivery, which does not work for the product I have ordered.

Terrible customer service. Terrible delivery. This company needs to be avoided at all costs, as I imagine they are costing businesses money with their terrible service.

ONTRAC will lie about a package being delivered or attempted to be delivered to make themselves look good. I was given this information by an ONTRAC rep. They promise a package to be delivered by a certain time. What they do is they say it was delivered or attempted to be delivered to give the appearance that they are living up to their gaurentee. For me they have not once delivered on time. It is always at least a day or too late and they will deliver after their closing time. Near midnight for their local area.

I have been in business for over 30 years, this is my first experience with OnTrac. According to the company's website and tracking tool, my package was delivered to someone named '[redacted]'(in [redacted]) and at the same time was returned to [redacted](over 300 miles away). Obviously this company defrauds the public, and now I see that the Revdex.com helps them hide it.

Please be advised, OnTrac is owned and operated as a criminal enterprise. I have yet to have any positive outcome from communicating with the employees. Despite the rating here, OnTrac is a band of thieves.

Ontrac is horrible. I ordered one day shipping on [redacted] and have no idea where the package is. Do not use ontrac.

Multiple deliveries from this company. Not a single time, EVER, has my package arrived on time, or even within 48 hours of quoted delivery time. At the time I am writing this there are 47 complaints specifically about delivery issues with the Revdex.com. Why in the world does this company still have an A+ rating??!!

Hello,  Based on the complaint received by the customer, I have addressed the concerns with the local delivery...

facility.  The customer has had delayed deliveries as a result of the delivery driver reporting that a gate code or access code is needed to deliver the shipments.  The customer has confirmed that there is no gate code and that the customer will need to be called for access. 

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 to ensure that deliveries are not delayed moving forward.  As soon as possible, we will update our database with the access instructions so that the delivery driver will have this information for all future deliveries. 

I have contacted [redacted] directly to apologize for our less than staller performance regarding the delayed delivery of recent shipments and assured him that we are addressing his concerns.  In addition, I have provided [redacted] with my direct contact information so that if there are any future questions, issues or concerns with his deliveries, he can contact me directly for immediate assistance.
Best Regards, 
[redacted]

 
Customer Care Manager

Hello, Based on the complaint received by the customer, I have addressed Ms. [redacted] concerns with the local delivery facility.  Our records indicate that our driver had Ms. [redacted] shipment out for delivery on December 31, 2014, but was unable to attempt delivery prior to the end of the day. The shipment did go back out for delivery the following business day (January 2, 2015) and was delivered directly to the Leasing Office at Ms. [redacted] residence at 3:43PM. To address Ms. [redacted] concerns, I have filed a formal complaint with the local delivery facility and spoken to the Manager to address the delayed delivery. This issue has been addressed with the delivery driver and the driver’s supervisor to ensure that it does not happen again.I have made multiple attempts to contact Ms. [redacted] to discuss her concerns and apologize for her less than stellar experience with OnTrac but have not been able to connect with her directly via phone.  As a result, I have emailed her to advise of the actions we have taken to address her concerns and provided her with my direct contact information so that she can contact me directly for any additional follow up, questions or comments now or in the future. Best Regards,[redacted]Customer Care Manager

[redacted]...

[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 will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Hello,
 
As previously stated, the system comments to not offer an explanation for the delay. Seasonally, the holidays are traditionally a very high volume time of year for us, and this may have been the cause, but with out system comments supporting that, I would merely be speculating. Even if that were the cause, it is still not an acceptable explanation. We simply failed here, and other than apologize again, am unsure of what else to do the satisfy the complainant. So again, I offer my apologies for this failure of service. Clearly it is not the level of service we strive to provide.
 
Regards,
Deborah

I provided my contact information advising Mr. [redacted] I would like to discuss his concerns. My contact information was provided.

I sent the consumer an e-mail with my contact information advising that I would be happy to speak with them regarding this matter.

I ordered Christmas gifts for my young child through Amazon. The date to be delivered by was December 8, 2016. So I checked tracking and on the 8th it said out for delivery. No package ever showed. On December 9th, out for delivery, no package. After days of this I called the carrier, Ontrac, to find out what was going on. That was the 14th. I was told the manager was informed and would call the driver. Then I would get a call with an update. After a few hours of hearing nothing I called them back. There was a note saying the manager told the driver he/she had to deliver that day...no delivery. So the morning of the 15th I called again. This time I was told the drivers hadn't left yet so the manager would talk to the driver and they'd call me back. 4 hours later no call so I called again. This time I'm told she has no idea what's going on and that maybe it's lost, but she'd call me back. 3 hours later still did not receive an update so I called Amazon and cancelled my order. I will never order through a company that uses OnTrac again. I now have to go shopping a week before Christmas because they are incapable of doing their job.

My package has been siting in there facility since December 2...It was a gift that was supposed to be delivered on december 2nd, ordered on November 20...After leaving me on hold for 30 minutes they finally said they have no idea when they will deliver my package, because there busy do to unforeseen circumstances...This company is the worst and it would appear to me that they are stealing peoples packages. I am considering filing a police report for fraud. I will defiantly not order from anyone who uses OnTrac for delivery.....