OnTrac

I sent an email to the customer advising we are researching as to why this happenedHe was provided my contact information as well

Good morning, First I'd like to offer my apologies for the poor service experience; I assure you that this is the service we strive to provideI have requested more information on your situation, and will reach out to you directly via email once I receive itIn the meantime, feel free to reach out to me directly at [redacted] Regards,Deborah

Again....this company has lost my packageLook at all the complaints they have online!!! [redacted] THEM ALL! IM NOT THE ONLY ONE! THIS ONTRAC COMPANY DOES NOT CARE ABOUT THEIR CUSTOMERS OR THE PACKAGES THAT WERE SUPPOSED TO BE DELIVERED CORRECTLY OR NOT! UNACCEPTABLE, KEEPING THIS TICKET OPEN UNTIL THIS COMPANY FINDS THE PACKAGE AND STARTS DOING THEIR JOB CORRECTLY! I emailed you a couple links before re: all the complaintsI WILL NOT ACCEPT THIS KIND OF A BLAISE' ANSWERTHEY COULD CARE LESS, SO WHAT ARE THEY GOING TO DO ABOUT IT? DO THEY REALLY WANT TO GET SHUT DOWN? DO THEY NOT CARE ABOUT OTHER PEOPLE AND THAT PERHAPS WE RELY ON THEM FOR KEEPING THEIR WORD AND PROMISES FOR CORRECT DELIVERIES? KEEP IT ALL OPENI DONT CARE WHAT IT TAKES[redacted]

Hello, Based on the complaint received by Ms [redacted] , the driver does not deliver packages to the appropriate apartment number outlined on the delivery label Instead, packages continue to be delivered to the leasing office, even after multiple notifications were provided to the driver.I have reached out to the local delivery facility for assistance and I have requested that all deliveries to this address be delivered to the appropriate apartment number; under no circumstance should packages be left at the leasing office; and corrective action needs to be taken with the driver’s supervisor to ensure that this these directives are followed going forward Our Operations Manager advised that a discussion was conducted with the driver’s Supervisor and assured me that this will be corrected going forwardI do sincerely apologize for the less than stellar performance that has been provided by OnTrac It is our highest priority to ensure that packages are delivered properly and regret that we were not able to accomplish this previously for Ms [redacted] If there is anything that I can further assist with or future needs, please feel free to reach out to me at [redacted] Best Regards, Xiong L*Customer Care Manager

Hi,Based on the information that was provided in the complaint filed, Mr [redacted] had a shipment that stated it was delivered on 10/11/17, but he did not receive the package until 10/12/ Upon receipt of the complaint filed on 10/12/17, I immediately initiated the investigation to ensure that the driver was able to return to help assist with recovery of the package.Mr [redacted] is accurate in his statement that the delivery showed it was completed at 10:00AM on 10/11/ The delivery was made on the appropriate date, however the issue was that the delivery was made to the incorrect location The recovery of the package took place on 10/12/and proper delivery was made to the correct location to remediate the situation.I truly apologize that we were not able to meet the expected commitment date and have addressed the concern with the local delivery facility to ensure that all deliveries are made accurately and on time If there is anything else I can assist with or any questions I can answer, please feel free to reach out to me at [redacted] Thanks,Xiong L*Customer Care Manager

Good afternoonI would like to follow up with the delivery driver but cannot do so without a shipment tracking numberCan you please provide that so I can assist you? Regards,Deborah

Hello,My apologies for this incident, as well as the lack of a timely responsePlease have the complainant contact me directly at ds***[email protected], so that I can assist them in filing a claim form for reimbursement for the damages caused.Regards,Deborah S [redacted]

Hello, Based on the complaint received by the customer, we have addressed his concerns with the local delivery facility Our records confirm that Mr***’s shipment was received on August 20, and the driver did not make a delivery attempt on the expected delivery date, August 22, Mr [redacted] reported his concerns to us on August 23rd, which was immediately escalated by our Customer Care Supervisor to the local delivery facility for resolutionThe Manager of the local delivery facility reviewed this issue and attempted to contact Mr [redacted] on August 24th to reassure him that the issue would be resolved, but was not successful in getting through A voicemail was left apologizing for the delayed delivery and the Manager’s number was provided for additional issues pertaining to this matterWe truly apologize for our less than stellar performance regarding the delayed delivery of this shipment and assure you that this is not the service that OnTrac strives to provide If there are any issues, concerns, or questions with future deliveries, he can contact me directly at ***@OnTrac.comSincerely, Xiong L*

Hello,Based on the complaint received by Ms [redacted] , we have reviewed her request and will be issuing her a credit for the remaining balance of her claim I was able to make direct contact with Ms [redacted] to apologize for her less than stellar experience with OnTrac and have advised her that she will be receiving credit as requested within the next few days Additionally, I have provided her with my direct contact information so that moving forward, if she has any questions or concerns, she can contact me directly for immediate assistance as needed.Best Regards, [redacted] Customer Care Manager

Hello, I sincerely apologize for any delay of delivery that the customer has encountered As with other shipping companies, our system functions off of tracking numbersUnfortunately, I am unable to find the shipment in our system to further investigate the issue and seek resolution for customer If the appropriate tracking number associated with this delivery can be provided to me, I will definitely take this opportunity to review and address any service challenges that has occurred If there are further questions or if I could be of further assistance, please feel free to reach out to me at ***@OnTrac.com Best regards, Xiong L*Customer Care Manager

Hello,Based on the information that was provided in the complaint filed, Mr***, 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 shipment, but unfortunately, when the driver returned, the shipment was no longer at the delivery location Through our internal technology, we have confirmed that the delivery driver was at the receiver’s location at the time the delivery scan was completed We have notified the shipper of this issue to help expedite a refund or replacement for Mr [redacted] and I have followed up with the local Manager of the delivery facility that services the area where Mr [redacted] resides to ensure that moving forward, we attempt to obtain signatures for all deliveries since it may not be safe to leave shipments at the front door of Mr***’s residence I have also asked Mr [redacted] to advise me if there are any other specific delivery instructions he would like to have added to his delivery address to ensure that this does not happen againI have sent an email to Mr [redacted] to apologize and provide him with the actions we have taken to address his concerns Additionally, I have provided Mr [redacted] 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

Good day,I have reviewed all of the shipment details, and see that the complainant reached out to our contact center to share his concernsAs a result, a driver complain was filed with the driver's supervisor, and a discussion was hadI'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 acceptableShould another incident occur, I'd like to have the complainant reach out directly to meI can be reached at ds [redacted] @ontrac.com.My sincere apologies for this clearly less than stellar customer experienceRegards,Deborah

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

Hello, Based on the response filed by Mr [redacted] , it was confirmed that the driver incorrectly scanned the package delivered on 11/29, when it had not been The issue was corrected on 11/to remove the incorrect scan On 11/and 12/the driver did not mark these packages delivered on those specific days as mentioned in the complaint The driver however did not attempt to deliver on 11/and 12/as required.The non-attempts and inaccurate scan was addressed with the local delivery facility and corrective action has been taken to ensure that proper deliveries are made going forward.I apologize for the less than stellar performance that Mr [redacted] has received and assure that all measures have been taken to minimize future delivery concerns.If there is anything that I can further assist with, please feel free to reach out to me at ***@OnTrac.com.Best Regards, Xiong L [redacted] Customer Care Manager

I responded to the consumer on 12/15/I extended a formal apologize to the consumer and advised the consumer that I would be more than happy to discuss the matter with himThe customer did not provide any type of tracking number for me to review his issue in detailMy contact information was provided to the consumer as well

Hello, Regarding the complaint filed by Mr [redacted] this shipment was delivered on September 11, Mr [redacted] submitted a claim form on September 17, 2015, requesting reimbursement for electronic equipment that was damaged in transitBelow is a copy of our Terms and Conditions, which specifically address fragile articles, including electronics and electronic devices, and which Mr [redacted] pasted into his complaint acknowledging his understanding of these terms and conditions: Declared Value: OnTrac will not be liable for your acts or omissions including, but not limited to, incorrect declaration of cargo, improper or insufficient packaging, securing, marking or addressing of the shipment, or for the acts or omissions of the recipientWe will not accept liability for items which are not fully enclosed in a carton or proper packing materialOnTrac assumes no liability for fragile articles including, without limit, electronics and electronic devices, scientific testing equipment, glass, crystal, porcelain and chinaI contacted Mr [redacted] to discuss his concerns and apologize for his frustrations regarding this matter I advised him that there was nothing further I could do to assist with his request based on the Terms and Conditions outlined above I did provide him with the contact information of our VP of Quality Assurance to discuss his concerns further and let him know that I would forward his comments regarding our terms and conditions to our Executive team for review and consideration Sincerely, Pamela P [redacted] Customer Care Manager

Good morning, First I'd like to offer my apologies for the poor customer experience; I assure you that this is the service we strive to provideI have requested more information on your situation, and will have take the appropriate correct actions once I receive them.In the meantime, feel free to reach out directly to Pam S [redacted] (I have copied her), and she can assist you with filing a claim so we can get that piece of the issue resolved for youPam, I'll send you the original message so you have the background ahead of time and are prepared to assistRegards, and thank you for allowing to work to resolve this for you.Deborah Stevens

Revdex.com: 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] ***

Revdex.com: The driver from OnTrac put my package unattention downstair yesterday and I see it when I wentout, he doesn't knock my door or call me but just leave there far from my apartmentThis is really disappointed service but at least I get my packages finally Regards, [redacted] ***

An email was sent to the consumer with my contact informationI had requested additional information from the consumer to further assist