OnTrac

I have been in touch with customer service and they already...

have all the information. The problem is their driver is not deluvering packages and saying he/she is. The email responses make jo sense (for example: the driver has returned to delivery area, found the packages and redelivered them" false. False! There are a DOZEN customers in this area with simiar complaints. The Petaluma driver needs to be investigated. Where are the packages disappearing to? Why are they jot being delivered!?

To address Ms. [redacted]'s concerns, two members of our Management team went to the Leasing Office of the apartment building where Ms. [redacted] resides.  Per Ms. [redacted], she was informed by [redacted] at [redacted] that they did not refuse to provide us with a key fob to access the secured bulding.  Unfortunately, the person we spoke to was [redacted], with [redacted] who manages the building where Ms. [redacted] resides.  [redacted] advised that they have revoked keys to our competitors and that if we wanted to extend our deliveries past the leasing office, that we would need to come to the managment office upon arrival, get the key, deliver and return it prior to departure, which we will do moving forward. 

Additionally, upon our visit, the Management company showed our Managers where shipments are supposed to be delivered in the Management Offices and a specific area designated specifically for Ms. [redacted]'s notifications from carriers (See attached photos).  Due to the nature of Ms. [redacted]'s complaint, we advised [redacted] that we wanted to ensure that we are delivering Ms. [redacted]'s shipments to her door as requested and she agreed that we can check out the key for access for future deliveries.  At this time, we are doing everything possible to ensure that future deliveries are completed to Ms. [redacted]'s expectations.  I have asked her to please contact me directly when she places her next order for delivery by OnTrac so that I can monitor proactively to ensure that the delivery is completed as agreed upon and ensure her satisfaction. 

I have apologized to Ms. [redacted] regarding her concerns that incorrect information was provided in our response, but this was the outcome based on our discussions with [redacted] at the Property Management Offices on the day we visited to ensure this issue was addressed to Ms. [redacted]'s satifaction.

Best Regards,

Customer Care Manager

Hello,

Regarding the complaint received by Ms. [redacted], there is a claim of property damage to her mailbox, allegedly by our delivery driver.  We are unable to confirm if the delivery driver wrote on her mailbox at this time, but are taking the following action to resolve this...

issue:

I contacted Ms. [redacted] directly via telephone to apologize for the delayed response from the Manager of the local delivery facility for her address.  She advised that the cost to replace the mailbox was approximately $50 - 60 based on estimates she reviewed on line.  I offerred to compensate the customer for the replacement cost of the mailbox and she has agreed that this is acceptable to her.  She has provided me with the documentation necessary for us to process her request and we are sending compensation to her directly to resolve this issue.

I have filed a formal complaint with the local delivery facility as well and spoken to the Manager at the local terminal to review the circumstances and he will follow up with the driver's Supervisor to ensure that this is addressed locally.  I have provided Ms.[redacted] with my direct contact information so that if there are any future issues or concerns, I can assist her as needed.

Sincere Regards,[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,[redacted]

Sent customer an e-mail with my contact information advising that I would like assist  him as needed regarding his concerns.

after reviewing numerous complaints against this company,I will 1st check to see if any company I order from does not use this company to ship anything..if they do,I will not do business with them.The reviews of this company is numerous and equal my viewpoint...it is a horrible company to deal with.

RE: ONTRAC, Tracking #: C**SSN**4273

After reading a few complaints filed, I felt that I should also relay my experience with OnTrac. My package was scheduled to be delivered on Sept. 10th. I got notification though Email and text from Amazon that my package was not delivered due to (Undeliverable - Incorrect address). I did not read the message until that evening. Being that it was late Saturday, I was unable to contact OnTrac until 6am Monday morning to verify the address on file. The service representative confirmed that she had the actual correct address for my house. A change was not needed. She advised me that the package would be delivered that day (Sept. 12) by 8pm. I was home so I kept my eyes out for the delivery driver and signed up for Email notification on the OnTrac website. I never saw or heard the delivery vehicle enter my circular driveway. At 1707 hours I received an Email from OnTrac stating the POD was at my garage door. I went outside and saw my package in the middle of and halfway down my driveway. My driveway is approximately 30 yards down from the street on one end. The package was either thrown or slid down the driveway from the roadway and only even made it half way down to boot. The outer box was bashed and scuffed, in numerous locations. Lucky for me the contents was that of a tactical flashlight which is made to take abuse. The driver could have used the circular drive, which would have put him a mere 15 feet from my front door.

This is not the best delivery service in my city. I have lost more than one package through them and I have had one not even delivered recently. The tracking states that it was left at my door yet they do not leave cards or tags on my door like other delivery services. Therefore, I have no idea whether or not my package was actually delivered. Also, I do not like the fact they just drop things off at the door. I live in an apartment complex and to me, there is nothing more dangerous than dropping something off at the front door.
To list an example: I had my mom sit and wait in my apartment for a package when I learned that this company was delivering and she said she didn't even know they had come by. There was no knock or any indication that something had been left at the door. The other major delivery services at least knock. She wouldn't have known there had been something left at the door if my brother hadn't come over to ask her a question.
Also, local customer service is not the best. Getting anyone to assist is like pulling teeth and the few times there are door tags left at the door, they do not match with what number the company has. I have learned that it is better to go back to the parent company (the company that shipped my orders via this company) because I get nowhere with the local chapter.
This company may be more efficient elsewhere, but not where I live.

I had an order placed with [redacted] to be delivered by this company and both times it never arrived. I spent time on the phone with [redacted] (who immediately placed a new order for me), and with OnTrac to figure out what happened, and never received an answer why the two packages never came. Both times, they appeared delivered but I was home and they obviously never arrived (as confirmed by our gate guard who logs all vehicles entering). So, I will never use this company of my own volition, and if [redacted] continues to use them, I will cancel my prime membership. Would not recommend this company to anyone, ever.

The last couple of weeks my Amazon Prime orders have been delivered by Ontrac shipping services. Each delivery was made by a random unmarked personal minivan no uniforms or anything identifying this vehicle or the occupants of the vehicle as working for OnTrac. The only way I know it was OnTrac was by looking up my account on Amazon to see the tracking information indicating OnTrac was the company assigned to deliver. In addition, I observed one of the minivans driving at an excessive speed disregarding the posted 25 mph speed limit in our gated community. I have already contacted Amazon letting them know I will discontinue my ordering through them if they continue elect to ship my items via OnTrac.

The OnTrac response says to simply call them. I have been calling them since early December and getting no action.
And the person asking for the call is the one I have been talking too.
See attachment for more details.
Thanks, [redacted]

Good day,
 
My apologies for the lack of customer satisfaction and poor customer experience. To further investigate this issue and try to find a resolution for all, I am in need of a shipment tracking number. If the complainant can provide that, I am more than...

happy to see what I can do for them.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

Another Ontrac fail. So I suppose that when a company online sets up a 2 day shipping guarantee, Ontrac just ignores it. My order online said "Arriving today by 8pm". However, when I track my package on the Ontrac website, it has a Service Commitment Time for 3 days later.

I tried calling the 800 number on their site but never got through to anyone. After reading up on this company it has become quite obvious that they are unreliable and cannot compete with other more reputable companies.

Can someone explain how On Trac has an A+ Revdex.com rating and 96% negative reviews. This makes no sense. Typical complaints - late deliveries, tracker updated as delivered and box shows up 5 days later, perishable items left at a gate 2 miles from our house! I've continued to complain to the company I've ordered from and have started requesting a different delivery company. I'm amazed they have been in business for so long.

Hello,
I have reviewed the system comments and they reflect that the mis-delivered shipment was located and delivery was made. Can the complainant please confirm that's the case so that I can take proper next best steps? I see several issues here, communication being...

key, and would like to ensure they are all properly followed up on. My apologies, clearly this is not the service we strive to provide,
Regards,
Deborah

Hello, Based on the complaint received by the customer, I have addressed his concerns with the local delivery facility.  Ms. [redacted] provided me with the tracking number referenced in her complaint and our records do confirm that the shipment was...

delayed in delivery.  Two separate delivery drivers failed to ensure successful delivery on the first attempts. The shipment was delivered on the 3rd attempt and signed for by Ms. [redacted].  I contacted the Manager of the local delivery facility to review the example provided and a meeting was held with the drivers and their Supervisor to address Ms. [redacted] concerns.  To ensure that this does not happen again, the Manager of the local OnTrac facility and I called Ms. [redacted] to discuss her concerns and provided her a list of local contacts that she can reach out to directly moving forward with any questions, issues or concerns. I have apologized to Ms. [redacted] for our less than staller performance regarding the delayed delivery of her shipment and I have followed up with her via email as well.  In addition, I have provided her with my direct contact information so that I can assist her directly with any future issues or concerns as needed. Best Regards,

[redacted] Customer Care Manager

OnTrac drivers will lie about packages being delivered. This is the second time that this has happened with OnTrac within the past 2 months. A package was supposed to be delivered today and I have been home waiting for the package. I was in my living room tonight with the front door open and I know for a fact that no delivery person ever came to the front door. I updated my tracking page and it updated to "package delivered to front door at 8:37pm" which is a LIE. I was sitting on my couch with a clear line of vision to the front door at that time, and know that there was no delivery attempt made. I called customer service and was put on hold for 32 minutes. I have no idea how they are still in business. Look up OnTrac reviews online, and there are so many people experiencing the same issue that I am experiencing.

Hello,Based on the information that was provided in the complaint filed, Ms. [redacted] has had  shipments delivered that she did not receive.  Ms. [redacted] did contact our offices directly and we sent the driver back to attempt to help locate...

the shipments, 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 both delivery scans were completed based on the examples provided.  That being said, this is a large complex with multiple buildings and multiple units within.  There is a mailroom at the receiver’s complex and the driver delivered one to the mailroom area and the second to the receiver’s front door.  I have followed up with the local Manager of the delivery facility that services the area where Ms. [redacted] resides to ensure that moving forward, we attempt to obtain signatures for all deliveries to Ms. [redacted].  Additionally, I have updated these instructions for her delivery address so that in the event the regular driver is not working, anyone covering the deliveries in this area will also have the information available so that this does not happen again.I have attempted to contact Ms. [redacted] directly to apologize and provide her with the actions we have taken to address her concerns, but I have not heard back from her.  I have sent her an email as follow up with the actions we have taken and provided her with my personal contact information so that if she has any questions or concerns regarding this issue or future deliveries, she can contact me directly for assistance. Sincerely,[redacted]Customer Care Manager

I purchased a product from REI who used OnTrac for the shipping service. The package was scheduled for delivery on 01/07/16. There has been absolutely no communication as to where my package is. I have tried to track it and there is limited information. I have attempted to call customer service several times. I don't even know if there are humans manning the phones. I left my number in their automated service with no returned call. This is the worst delivery experience I have ever had!