OnTrac

I have reached out to the complainant to request a shipment tracking number so that I can further assist her. I have advised that if we truly cannot locate the shipment, I would assist her in filing a claim for the lost goods.
 
Regards,
Deborah

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The whole reason I filed this complaint is to bring to light the faulty business practice that your company is practicing. We had an item that was placed in your care for shipping and it got damaged in the shipping process and your company refuses to take responsibility for it. Your company is the only shipping company that has these types of terms and conditions and that is the reason for the complaint.

Regards,

Hello, 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 thisis 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

I sent an e-mail to consumer on 10/31/16, requesting that the consumer provide me with the shipping tracking numbers so that I may further address any concerns she may have. In addition my contact information was provided.

Hello,Based on the information that was provided in the complaint filed by Mr. [redacted], he had a shipment delivered that he has not been able to locate. ...

Mr. [redacted] did contact our offices directly and we sent the driver back to attempt to help locate the most recent shipment, but unfortunately, when the driver returned, the shipment was no longer at the delivery location.  Using our internal technology, we have confirmed that the delivery was scanned delivered at Mr. [redacted]’s delivery address.  
We have taken steps to update instructions for future deliveries to ensure that the delivery driver has instructions to ring the buzzer and the customer will come and open the door, and have requested that the delivery driver obtain a signature for all future deliveries to this address as it is not safe to leave if the receiver is not home to accept shipments.  Additionally, the local Manager of the delivery facility in Mr. [redacted]’s location has addressed this issue with the driver and the driver’s supervisor to ensure that this does not happen again.
I have attempted to contact to Mr. [redacted] to apologize and provide him with information on the actions we have taken, but I have not heard back from him.  I was able to make contact with his spouse and did apologize to her for the inconvenience.  She has confirmed that a replacement has been sent by the shipper and received by Mr. [redacted].
I have provided Mr. [redacted]’s spouse with my personal contact information so that if he has any future questions or concerns, 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. The business has performed this action. This complaint has been resolved.

Regards,[redacted]

I have already contacted Ontrac about the issue and all the told me was to...

contact the seller (Amazon) which I have done and have been refunded. I have since ordered other things through Amazon which has been and is being shipped through Ontrac we have it arranged that they have to ring the doorbell and wait for one of us to answer the driver the last time was very rude and short tempered like it was a burden to have to do it this way and not just dump the package and leave. The people we seek to on the phone also have been very rude the just keep saying they understand but when we ask if this has ever happened to them the day no in a very rude way.

This is the 2nd time I've ordered from Amazon in a two week period and OnTrack has been the carrier and my package has not been delivered by the guaranteed time. They had the most recent package at their Phoenix facility at 6:40am on the 9th of July and it was supposed to be delivered before 9pm the same day (I have Amazon Prime and ordered on the 8th). I spoke to the OnTrac representative Saturday evening after the package didn't show up and was told it was never even put on a vehicle for delivery and that they would expedite it for delivery today. I called Amazon today and they tried to contact OnTrac and they got a message that they are closed on Sundays. I paid additional shipping charges for this package to be delivered on SATURDAY and was guaranteed a Saturday delivery. OnTrac is making Amazon look bad and possibly causing them to lose customers. OnTrac needs to lose their contract with Amazon. At the very least, they need to stop accepting packages they KNOW they will not deliver on the date promised.

If I see that OnTrac is the carrier for any of my future Amazon orders, I will cancel the order and call Amazon immediately to tell them why. I will also contact the seller if it isn't Amazon and let them know the reason for my cancellation. I know for a fact I am not the only customer this has happened to as I've posted on Facebook and had friends state similar experiences when OnTrac was the carrier. I also checked their Yelp reviews and added one of my own. I WILL be making a call to OnTrac corporate tomorrow.

NEVER GIVE THIS COMPANY ANY BUSINESS EVER!!! I wish I could give them 0 stars since 1 star is utterly undeserving. Why I feel this way is due to an accident about a month and a half ago with one of their drivers and myself on my bicycle. I called the main number for the customer service to report that one of their drivers while on my way home had struck me on my bike and just drove off after damaging the bike and injuring myself in the process. What had happened was I was coming up to a side road that connected to the main road I was riding on. Now, I saw this driver coming up to the light doing at least 50 mph down a residential none the less which was 30 MPH... The driver upon getting to the end of the road to turn right decided he was more important than on coming pedestrians. He pulled right up past the line instead of stopping at it and NEVER ONCE looked to his right to see if anyone was coming from that direction. Which I wear a florescent Orange shirt so how could you not see me is beyond me, but also proves my point of him NEVER looking to the right before turning. Upon me getting to the light he kept creeping up further and further even though he could NOT turn at all due to TOO MUCH TRAFFIC. I thought I was going to be able to pass in front of him and made my way up to the vehicle at the moment I got in front of him is where he decided he was going to turn at that time. Upon doing so I had to slam on my breaks skidding towards the front bumper, and he still did not stop! As my tire hit the front bumper and then he continued to drive over the top of my front tire with his bumper I screamed at him to STOP! and FINALLY he decided to look at me and stop. Now after this I pulled my bike out from under his car and came to the driver window yelling at him telling him he was a mn for not stopping and how did he not see me... After I said what I said he rolled his window down and said is that all and then proceeded to drive off not even giving me any information on himself or his insurance. I got part of his license plate and called the main C/S number to file a complaint and find out what they would do to fix my bike and help me get medical attention since he decided I was not important enough to stop for even though I was limping and had just slammed into the front of his delivery van from him not paying attention. I called a total of 5 times before I FINALLY got a call from the manager leaving me a voicemail with his name and telling me we needed to talk to resolve this but left NO NUMBER FOR CALL BACK! What is even better is he called another person to address their issue but called me and did not realize it and he actually left that WOMAN a call back number to reach him to talk. This really made me mad as heck! I called him and questioned his managing skills and morals as a person and he would not talk to me he hung up on me 5 times in a row but the thing that got me was the first call before he hung up for the first time what started it all was I told him the person that hit me should be responsible for the damage to my bike and my injuries and he told me I needed to shut the hell up and listen if I wanted anything from them. At that point I was floored I said excuse me? I will drive down to your center with the police if you don't want to help since a HIT AND RUN IS A FELONY!!! After that he hung up on me and would not talk for the 5 other times I called, But this girl that worked in the office got on the call the one time and told me it doesn't matter what you do we are not responsible for the drivers they are subcontracted and they have their own insurance so it wouldn't hurt us anyway so sorry its not our problem... I thought this was so disgusting and demeaning I wanted to hurl!!! So as I said DO NOT GIVE THEM ANY BUSINESS they are underserving of anything from anyone because they obviously do NOT care about doing the right thing and making sure the person that was almost killed by their driver is okay! DISGUSTED and FURIOUS!!!

I ordered wedding invitations through Zazzle who used OnTrac as a middleman to deliver. OnTrac didn't have an appointment with the post office and tried to drop off three pallets of packages and the post office refused the drop. Instead of OnTrac making an appointment they held all the packages in their warehouse. They refused to deliver, mail, ship, take back to the post office etc. They would do nothing even though they had my package and it was a week late already. Zazzle had to recreate all invitations and re-ship using UPS. Horrible experience and even worse customer service.

Good afternoon,
First, let me apologize for this poor level of service; clearly it is not the level of service we strive to provide. Can you please provide some additional details so that I may follow up and help you get this resolved? To locate the shipment in our system, I'd like the...

tracking number. I should be able to then follow up with the whereabouts of your shipment, the reps you spoke to on the phone, and any one else who worked on your delivery issue.I look forward to hearing from you soon so that I may assist you further.
 
Regards,
Deborah

I find that this business is not following delivery due dates for not just my shipment but for many of their customer's clients. I think UPS or FED EX can much better handle Deckers.com and Amazon Deliveries. However, I can only make suggestions to the vendors I'm purchasing product from. I cannot control that they are utilizing poorly run companies such as ONTRAC.  I still want to know why my product stayed 30 minutes from my home at OnTrac's warehouse for nearly a week.

Hello,
After further research, it appears that the driver was in fact at the delivery location when the package was scanned as delivered. That said, the driver is to use his/her good judgment on leaving shipments in a safe location. Generally speaking, outside of an apartment door is not...

deemed safe, only because of the foot traffic in apartment complexes. I have filed a complaint with the local General Manager regarding the drivers' actions. I have also filed a complaint with the contact center managers on the lack of follow up by the representatives. None of the actions taken represent the level of customer service that we strive to provide, and for that, I offer my apologies. Please have the complainant contact me directly so that I may assist him in filing a claim to reimburse him for his loss. While this does not resolve the issue completely, as the shipment is not able to be located, I am hoping to at least resolve the financial loss that was incurred. I can be reached at [email protected]
 
Regards,
Deborah

Good day,
I have reviewed all of the shipment details, and see that the complainant reached out to our contact center to share his concerns. As a result, a driver complain was filed with the driver's supervisor, and a discussion was had. I'll have the contact center follow up once again to ensure that the driver completely understands that delivery to the top of the mailbox simply is not acceptable. Should another incident occur, I'd like to have the complainant reach out directly to me. I can be reached at ds[redacted]@ontrac.com.
My sincere apologies for this clearly less than stellar customer experience.
Regards,
Deborah

Every time I have ordered a package from [redacted].[redacted] that is required to be shipped through on trac I have encountered the following unfortunate experiences:

Package #1-On promised delivery date, package was deemed "Undeliverable-Not Home". There were multiple problems with the above claim cited by OnTrac:

1. I was home ALL DAY-the doorbell NEVER rang, and there was NEVER a knock on the door to alert that anyone was attempting to leave a package.

2. In the event a resident is "not home" PER OnTrac, a delivery slip must be left by the driver to indicate a delivery attempt was made. I NEVER received a delivery receipt. 3. The promised delivery date was on a Friday and there are no deliveries to my area ([redacted]) on Saturdays, therefore I was forced to wait until the following Monday to finally receive my package even though the delivery error was through no fault of my own. 4. My package should NOT require me to be home to receive it in the first place.

Package #2-On promised delivery date, package was deemed "Undeliverable-Other Reasons" 1. After speaking with customer service and explaining this was the SECOND time IN A ROW, that I have experienced this problem, I inquired what the "Other Reason" was in reference to. Given that, on this particular date, I sent an email to OnTrac stating that my package was to be delivered whether I was home or not. At first, the supervisor stated that "The driver probably did not deliver it because they did not feel it was safe to leave at the door step", to which I replied "I gave the driver permission in my email to you prior to delivery stating that in the even the driver did not feel comfortable leaving my package directly at the doorstep, to please place my package behind one of the columns that surrounds my house, or behind a planter, all of which are not conspicuous and hidden from public view". After explaining that the supervisor called the driver's supervisor and spoke to them. When she came back on the line, she explained that unfortunately she was informed that the "Other Reason" was in reference to the driver NEVER making even the ATTEMPT to deliver my package that date. Once again, I was forced to wait out another delay

Package # 3 On promised delivery date, package was deemed "Undeliverable-Other Reasons"

1. I called customer service, waited ONE HOUR ON HOLD just to speak to an agent. 2. Had to hold a short time again when I requested a supervisor (at this point, I will only speak to a supervisor whenever I have dealings with this company). 3. Supervisor stated that the "Other Reason" in this case was that the sorting facility PUT THE PACKAGE ON THE WRONG TRUCK. Because of that, the supervisor assured me that the package would be put on to the correct truck and would be delivered to my residence no later than 11 AM the very next day. It is currently the very next day and my package has STILL NOT BEEN DELIVERED. I called the supervisor back to inquire why ANOTHER DELAY? I also informed the supervisor that it will be more than unacceptable if the package is not delivered TODAY because it is now a Friday, thus if it is missed today, the company will not honor a Saturday delivery even though it is always through their own faults that I have never received a package on time.

As a result, I am submitting this negative view of this company. I encourage all vendors currently utilizing this delivery service to terminate their contracts with them.

Was given tracking number by OnTrac with a delivery by end of day for specific date and signature required. Waited all day then at 7pm web tracking was update for delivery following day! Called cooperation and was given option of call back. 3 hrs later received call back and it quickly disconnected. After repeating the process, spoke to someone that could give me no help. When asked to speak to a supervisor, I was told they had gone to lunch, this is at 10:45 PM. The representative took my phone number and assured me I would receive a call back, no call came. Their advertisement states "on time delivery for less" what a joke! This is my first and last experience with this particular delivery service.

Good day,
My apologies, while I see the pdf of your email, I was unable to locate it in my email folders. Now that I have it, and the tracking number of [redacted], I will file a driver complaint so that the local General Manager can speak with the driver supervisor to ensure proper delivery is made going forward. I agree with you, it just should not be a continuing issue, and for that, I apologize. What else can I do to be of further assistance here?
Regards,
Deborah

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.....

Every experience I have had with OnTrac has been a nightmare. Their drivers mark items as delivered when they have not been, and deliver them days later. They have had items lost for weeks at a time, the tracking will state that the package has not been received but the item mysteriously shows up anyway after a great deal of time. Their customer service representatives rarely answer email requests and do not read them, giving entirely irrelevant answers to your questions. They do not answer their phone, I have personally been on hold for 2 hours with them before giving up entirely. Avoid using them at all costs.

Hello,Based on the information that was provided in the complaint filed by Ms. [redacted], she was expecting a delivery that was reported as attempted 3 times, but she only received notification once.  Ms. [redacted] did contact our offices directly and arranged to pick up her shipment from...

our local offices in [redacted], AZ.   Using our internal technology, we were able to confirm that each time the delivery driver attempted delivery, he was at the receiver’s location.  Unfortunately, we cannot confirm that the driver actually left the door tag notifications at the right door, only that he was at the receiver’s apartment complex. The Manager of the local delivery facility has met with and discussed Ms. [redacted]’s concerns with the delivery driver and his Supervisor to help ensure that this does not happen again.  Also, we have updated delivery instructions for Ms. [redacted]’s address to ensure that a door tag is left in a visible location on her front door for every attempt along with confirmation that she will sign and leave the door tag when needed.  Additionally, we have coached the Customer Care Advocate who assisted Ms. [redacted] when she called us so that our Customer Care Advocate is aware of the perception that she portrayed to the customer and to prevent this from happening again.I spoke to Ms. [redacted] today to apologize for her less than stellar experience and to advise her of the actions that we have taken to address her concerns.  I have provided Ms. [redacted] with my personal contact information so that if she has any future questions or concerns, she can contact me directly for assistance.  Sincerely,[redacted]Customer Care Manager