OnTrac

Hello,

Based on the information that was provided in the complaint filed, Ms. [redacted] had a shipment delivered that the receiver...

has not been able to locate.  Ms. [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 to the address where the shipment was mistakenly delivered

to, the shipment was no longer at the delivery location.  

We have addressed this with the local delivery facility to ensure that the issue is addressed with the driver and Driver Supervisor to ensure that this does not happen again. 

In addition, we have contacted Ms. [redacted] to apologize for her less than stellar experience with OnTrac and explained the various processes that were taken to attempt to locate her

shipment.  In addition, we have confirmed with her that we have notified the shipper of the mis-delivered shipment so that a replacement or refund can be issued to Ms. [redacted] as

quickly as possible.

Sincerely,

[redacted]

Customer Care Manager

I sent the consumer an e-mail on 10/22/16, advising that I would need the tracking number that was provided to them, so that I may further assist. My contact information was provided to the consumer, regarding this matter.

This is a horrible business with terrible management and customer service. I ordered a product through a third party company (Amazon). This third party contacted with On Trac to deliver the product with 2 day delivery (Wednesday). I received notice on Wed that the lousy driver was unable to locate my address. I called and provided my cell phone number and a google map. It is now Monday and I still have not yet received my product. I have called repeatedly, spoke with the manager. All I am told is that the product "didn't make it onto the truck for delivery" (three days in a row). I have read several similar reviews. Shame on Amazon for their continued loyalty to such a poorly run business!!

My first order with Ontrac was late by about two weeks due to their inability to even pick up a phone or write an email to let me know the driver couldn't get into my gate at my apartment complex, despite the fact that [redacted] has on every occasion. Second time, I ordered a lotion applicator which was delivered to a neighbor. Luckily the neighbor could read my apartment number - too bad the OnTrac delivery person couldn't. Fortunately, the neighbor did the one thing that the OnTrac flunkee couldn't - my neighbor delivered my package. It wasn't the cost of the package as much as it is the potential of what might have happened, had it been a $1000+ item that I'd ordered from [redacted], like the Microsoft Surface Pro 2 that I ordered last year. Let [redacted] know that you won't put up with OnTrac. [redacted] may be late with their shipments, but at least they do get there eventually (in my experience at lest).

OnTrac is so very OFF TRACK. A delivery company should be very capable of just that: Delivering. But they cannot manage to, "have drivers available"? Which is what I was told after the customer service rep. I contacted had called the local dispatch facility to inquire of my package. A package, that according to OnTrac's website was "Out for Delivery" for ELEVEN HOURS before being RETURNED to the dispatch facility with NO EXPLANATION for not delivering.
Bad business, bad customer service and BAD Revdex.com for rating this horrendous company as such after seeing the reviews from CUSTOMERS. Obviously, a company's promises aren't the only thing consumers can't trust, we can't even trust the organizations that are supposedly rating these companies objectively.

Every experience I've had with this company has been negative. I would completely avoid them if I could but since this is one of the delivery companies that [redacted] uses.
One of my first experiences with them, I had ordered a watch for one day delivery. I paid the extra postage for it. They failed to deliver the package. I did not pay the extra postage to have it delivered in two days. I am [redacted] with [redacted], I do not pay extra for two day delivery.
On the most recent encounter with this company, I was expecting a package but looking in [redacted] to track it. To my surprise the note stated the "business was closed". The package is suppose to be delivered to residence. There was no knock or door bell rung. I would have heard either since I was sitting in my living room by the door watching television.
I don't know what the policy is for this company but, in my expirience, they do not deliver when they are suppose to. To top it off, I have been trying to call their customer service for the last half hour with no answer. What kind of sham company is this? Like I stated before, I would avoid them if I could. So if you can, avoid this horrible delivery service.

I have reached out to the complainant to offer my apologies, as well as request that they get with me directly so that I can assist them in filing claims for their lost/damage goods. Additionally, I have contacted the local delivery office and requested they remove the driver from making...

deliveries to this location going forward, and they contemplate removing him completely. I am awaiting a response from the complainant regarding filing a claim. 
Regards,
Deborah

I placed an order with [redacted] in October 2015, which was shipped on October 29th, 2015. Originally, according to OnTrac's tracking system, my package arrived in California on/about the 31st of October and was originally slated to be delivered on November 2nd.
Looking at the tracking information (tracking number C**SSN[redacted]) through the [redacted] site, went from Fremont, CA to Hercules, CA and from there out for delivery. Looking up the same tracking number on the Ontrac website, it shows my delivery went from Hayward to Concord and then out for delivery. This makes zero sense to me, but since they are all cities in the SF bay area, I can at least partly understand a situation where the tracking system might get crossed up. What I cannot understand is why there was no explanation as to why the delivery did not occur on November 2nd, or why there was not even an attempt made on November 3rd. I do not live in an apartment or gated community, my house is not new, and the streets and house number are all clearly marked, so had an attempt even been made to deliver there should have been no issue. There is generally someone home during the day, so there is little chance the delivery would have been missed.
I made two attempts to reach customer service, one on November 5th and one on November 11th. The only response I received from the customer service rep was that my package was still missing, after which I received no follow up. It is now over two weeks since the I was supposed to receive my order, which to me is an unacceptable amount of time to leave a customer with zero resolution. Even a message saying that it was lost would have been preferable to being ignored. Happily, [redacted] has been excellent about resolving the issue, but I sincerely hope that OnTrac reviews its procedures and corrects the issues that seem to be fairly common.

Awful service!!! Why would you use these clowns Sephora. My package has been held in a Vancouver warehouse since 12/19/16. Can't get through to anyone, they say they will call back and they don't. Where is my package!!!

I responded to the consumer on 12/15/2016 regarding his issue. A formal complaint was filed on his behalf against what had transpired with the consumer. In addition I provided a formal apologize to the consumer, via e-mail. The consumer was provided my contact information in the event any further...

issues should happen.

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 this is 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,

Customer Care Manager

First off they literally just drop off your package. They knock on the door and quickly run away. They don't wait for you to answer the door to accept the package. That's also if they decide to drop off your package that day. I have had them claim three times now that they couldn't gain access to my building. Mind you there is a buzzer directly on the door, and right on the buzzer is the offices' number, along with a list of all tenant's number. And I hate to state the obvious but it's L.A. everyone lives in a building! So the drivers should be educated on the proper procedures to enter a building. Your a delivery service! Kind of delivery service 101 right?

When I called to speak with OnTrac about this, they said the drivers overlooked it and refused to deliver my package even though they are getting paid for that same day delivery fee that they are getting from Amazon. I spoke with 3 CSA's and all 3 of them promised me they put it on my address to contact the office to gain entry. Obviously they lied 3 times. Just so you know it took over 2 hours this last time to get through to OnTrac. 2 HOURS!!! That's obscene!

For My current issue. They "tried" to deliver my package yesterday. They claimed once again they could gain access to my building. I called and spoke with a CSA who said he would make a notation and it would be on the drivers scanner to buzz the office. I get a notification today again from Amazon that my package was not delivered because they could not gain access to my building. I called immediately and inquired about this. The CSA says the driver must have overlooked the buzzer. I said it's on the door and you have the notation to buzz the office, he said yes. He said he will not arrange for the night crew to take it. I said that's unacceptable because it was your drivers mistake. I asked for a manager and a lady said she would have the evening team take my package. I sat in my lobby because I don't trust the integrity of this company. I sat there from 5pm -7:30pm. I got an alert on my phone at 7:24pm saying the driver was unable to gain access to my building. Funny I was sitting in the lobby entrance. This company is not doing their job and it's not acceptable. They need to be checked in on and be held accountable to what they are not doing as a delivery service.

We have reviewed your response and do take our standing with the Revdex.com very seriously.  We will approve the claim request submitted by Mr. [redacted] as a show of good faith and to ensure that this issue is resolved to your satisfaction.  If any further information is required from OnTrac, please do not hesitate to let me know.Best Regards,[redacted]Customer Care Manager

I cannot imagine why any business would use this service as an alternative to UPS, Fed Ex, even the U.S. Postal Service. I have only recently heard about this company and in this single week, I have NEVER been able to reach this company on their ONLY PHONE LINE with less than a 25-30 minute hold time. They offer a call back, but don't return the call for at least 24 hours and normally they just leave a message to call them back (yes, for another 25-30 minute hold time). Their delivery services seem to be hap-hazard. They left a delivery tag in a location it would never be seen. When the tag was completed and left on a front door, they NEVER CAME BACK and NEVER PICKED UP THE COMPLETED TAG. After another two calls (25-30 minutes each), they said they had delivered the item. It had NOT BEEN DELIVERED. They did not reference any tracking information on any of their documents, so there was no way to resolve this issue without the EXTENDED HOLD TIMES. When asked for a phone number to contact management, they do not have one. Please think twice (or maybe for 25-30 minutes) before using this company.

This is in response to Deborah from OnTrac and additional information she has requested to help resolve my delivery issues with OnTrac company
My OnTrac Tracking Number: [redacted]
The reps I spoke to was Justin and Anthony

I have reached out to the shipper to apologize and have requested the shipment tracking number so that I may be of further assistance, as I am unable to research the shipment with out it. I await a response from the...

complainant. 
Regards,
Deborah

Driver smokes in the delivery van on the job and on customer porch when delivering items. Smoke contamination on delivered products an in customer house.

This company provides very poor service and they continually fail to deliver my packages to the correct address. I would never voluntarily ship with OnTrac, but I continue to receive packages from them, because I use [redacted] and [redacted] is shipping some of my packages with OnTrac. I have filed a complaint with [redacted] requesting that none of my packages be delivered with OnTrac. as you can see by surveying [redacted], OnTrac provides overwhelmingly horrible service in the [redacted] area:

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I order from Sephora ( a make up company ) and they use OnTrac. The people working for OnTrac, does not care. I live on the second floor of an apartment building they the OnTrac person just threw my package up. I could have ordered perfume or something breakable, but they don't care.

Good day,
I have attempted to review the information in our system, but find the tracking number provided to be missing some digits. As such, I was unable to pull up the shipment information. If the complainant could provide the full tracking number so that I can research this failure of service that would be great. I'd love to be able to provide additional assistance, and perhaps resolve the poor customer experience that has occurred.
Regards,