OnTrac

This company is horrible! They say they deliver packages when they don't. Then I go to their office and it is in shambles with boxes everywhere. I asked the employee at the desk if it was possible the driver made a mistake about the delivery and he told me he would inform the driver and have it delivered the next day. Well the next day came and went..still no package.

Hello,Based on the complaint received by the customer, I have addressed her concerns with the local delivery facility.  Our records indicate that our driver was delivering on April 3, 2015, and during the day, the handheld scanner stopped transmitting due to technical issues beyond...

our control.  When updates were being entered into our system manually, the driver inadvertently reported the shipment had been delivered when in fact it was not due to the driver falling behind schedule on his delivery route on the expected delivery date.  The shipment did go back out for delivery the following day and was delivered directly to the customer on April 6, 2015.  Additionally, the shipper sent a second (replacement shipment) which was delivered on April 8, 2015.  The Manager at the local delivery facility was able to make contact directly with receiver [redacted] to confirm both shipments were received and to apologize for the delivery issues that [redacted] experienced due to incorrect information entered into our system.  I have attempted to contact [redacted] directly via phone to apologize for our less than staller performance regarding the delayed delivery of this shipment and to assure her that we are addressing her concerns.  I was not able to make direct contact, but I did leave a detailed voicemail with my direct contact information so that she can call me directly now or in the future if there is anything further I can do to assist her.  Finally, the Manager of our local delivery facility has also confirmed that this issue has been addressed at a local level with the driver and the driver’s Supervisor to ensure this type of delay in delivery and reporting of inaccurate information does not happen again.  Best Regards,[redacted]Customer Care Manager

We live in a split level home, which means you have stairs to climb before you get to our front door. I witnessed the delivery driver get out of the van, and without stepping another foot hurl our package a good twenty feet against our front door. I guess I should be glad it was a book instead of something fragile, but I've never personally experienced such lazy and negligent action from a delivery driver.

Hello,In regards to the complaint submitted, I have Ms. [redacted] to discuss this issue with her.  Our records indicate that the shipment referenced in the complaint was delivered on January 20, 2015.  Ms. [redacted] did contact us directly to advise that she could not locate the...

delivery.  Our driver returned to the delivery address yesterday to confirm that he delivered to the correct location and the shipment was no longer at the front door where it was delivered previously.  We have confirmed via our internal technology that the driver who delivered the shipment was at the correct delivery address at the time the delivery scan was completed.  To prevent this from happening again to any future deliveries for Ms. [redacted], I have updated instructions for this delivery address to advise the delivery driver that shipments should not be left at the front door moving forward if the receiver is not at home to sign for and receive the shipment.  I contacted Ms. [redacted] yesterday to apologize for the inconvenience.  She did confirm that the shipper has already sent her a replacement which she has received, so we will follow up with the shipper as needed for the cost of the replacement product.  Additionally, I did attempt to contact Ms. [redacted] back again yesterday afternoon to update her regarding the attempt by the delivery driver to verify the delivery location and confirm that her shipment was not mis-delivered to a neighboring apartment.  I was not able to reach her personally the second time, but did leave a detailed voicemail with updates on the actions that were taken to attempt to resolve this issue.  I have also invited her to contact me directly if she has any specific directions/instructions she would like us to follow for future deliveries, or if there is anything additional I can do to assist her, now or in the future. Sincerely,[redacted]Customer Care Manager

This company has the worst customer service I have ever seen. I was on hold for 35 minutes before any one picked up and then I gave her my tracking number and she put me back on hold for another 5 minutes. Said she couldn't find my info, to give her the number again, then says there it is. She never looked it up put me on hold and came back clueless. I'm calling Anthropologie and let them know how awful this shipping company is. Didn't give me any updates on my delivery. It's like they didn't know. Don't use this company.

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,[redacted]Customer Care Manager

Upon further review of this Revdex.com complaint. I have reached out to the facility that the consumer was referencing and provided them with the details as to the concerns this consumer has. I have asked they the make an outreach call to the consumer in order to discuss this matter. In addition, my...

e-mail and contact phone number was provided to the consumer. This issue was escalated by myself to the necessary parties within OnTrac.

Hello,

In regards to the complaint submitted, by Ms. [redacted], I have reached out to her and we have resolved this...

complaint.  Ms. [redacted] was concerned that several recent deliveries were being scanned as delivered, but she was not receiving them.  Upon investigation of this issue, our driver did return to the delivery address and it was determined that Ms. [redacted]s shipments were being left at a neighboring apartment complex that is very similar to hers.  The shipment was recovered and delivered to Ms. [redacted] and the driver did apologize directly to the customer for the error.   I followed up with Ms. [redacted] today and she did confirm that this is a common error that is made by other delivery companies as well.  Although this should not happen, Ms. [redacted] was glad to know that this was not an issue of the driver taking her shipments or falsifying delivery scans.

To ensure that this does not happen again to any future deliveries for Ms. [redacted], I have updated instructions for this delivery address to advise the delivery driver the name of the Apartment complex that Ms. [redacted] is located in, and provided the access instructions for all future deliveries to her address.  I have apologized to Ms. [redacted] for the inconvenience this has caused her and she is satisfied with the actions we have taken to ensure this type of issue does not happen again.  I have also invited her to contact me directly if she has any issues or concerns with any future deliveries.

 

Sincerely,

Customer Care Manager

Hello,Based on the complaint received, I reached out to Mr. [redacted] and confirmed that this issue was resolved in September, 2013.  Mr. Welber's concern was based on damages to his property while a driver was making a delivery to his address.  Mr. [redacted] did contact us directly and...

was provided the documentation needed to file a claim.  The claim was processed and Mr. [redacted] has confirmed that this issue was resolved as of September 30, 2013.As follow up, I did apologize to Mr. [redacted] for the issues with his delivery and the damage to his property and have provided him with my direct contact information so that if there are ever any future issues or concerns, he can contact me directly for assistance.Best Regards,[redacted]Customer Care Manager

Hello,

Based on the complaint received by Mr. [redacted], he advised us that payment had not been received for services completed on behalf of OnTrac for a third party.  As a result of this oversight, payment was recovered as quickly as possible and has been forwarded...

directly to Mr. [redacted].  I contacted Mr. [redacted] to advise that payment was being delivered to him and he has since confirmed receipt of the payment.  I have apologized to Mr. [redacted] for the inconvenience and provided him with my direct contact information so that if there are any other issues or concerns in the future, he can contact me directly for assistance.

Best Regards,

Customer Care Manager

I do not consider the matter resolved until such time as I either find a package delivered  to the proper location, or  I  communicate directly with the...

driver about where the packages should be delivered.  Since the original complaint I have spoken to ONTRAC customer Service at least 3 times and have been assured that my  delivery preferences are on file and would be complied with.  Today I returned home from shopping to find another package in front of the garage in the full sun. [redacted]

I have dealt with this company while ordering from Amazon. This is the worse shipping company out there, I have notified amazon to stop using them for my stuff. They either lose the package, deliver to the wrong location, leave it in spots you can't even find and say "left it with manager.? I have spoke to the managers at the facility near me, they were rude, ignorant, and probably shouldn't be in management. I deal with nothing but mns when I call the service center, I give them tracking information they can't find in the system. This place should no longer be in business as bad as it sounds, I believe the employees would benefit from them closing doors.

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,

Winston W*

I tried contacting the consumer on 10/31/16 to discuss this matter further. I briefly spoke with his spouse today. A driver complaint has been filed, in addition the issue was escalated to the GM at the facility. I sent the consumer an e-mail asking that he contact me when he has a moment to discuss further.

This issue has NOT been resolved nor has the company made any attempt to resolve it.

Good afternoon,
 
My apologies for this poor level of service. I see that the shipment was in fact scanned as closed, and after checking the system comments and verifying GPS data, the driver was not at the proper location. That said, I do see that the shipment...

has in fact been delivered, and according to the GPS data on the delivery scan, at the correct location. 
Is there anything else I can do to provide further assistance? Again, my apologies; the first attempt should have been made at the correct delivery location.
 
Regards,
Deborah

Hello,
 
First, I'd like to offer you my apologies for this entire experience. I assure you it is not our norm. Can you please provide me with a tracking number of the shipment? That will enable me to retrieve all of the data from the system so that I can...

properly investigate all of your concerns, including ensuring this driver does not make future deliveries to your home. 
Thank you,
Deborah

Good day,
 
I'd like to offer my sincere apologies for the delivery issues, as well as the lack of follow up. The system does show that the complainant called in, and the system has been updated with the gate code info needed for the driver to gain access....

Additionally, it shows that the shipment was left by the front door. The address displays a unit number, so it appears that this may be either an apartment or condo unit, which we discourage the drivers leaving shipments at front doors due to the amount of foot traffic. I'd like to help the complainant in the filing of a claim if the shipment was not actually received. Please have them contact me directly. I can be reached at [email protected] 
Regards,
Deborah

Terrible customer service. No regard for resolving issues

Good day,
 
I would like to investigate this incident further, but need the shipment tracking number to do so. If the complainant can provide that, I am more than happy to see what can be done. My apologies that it has come to having to file this complaint to...

provide assistance. 
Regards,
Deborah