OnTrac

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]

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.

Don't ever use this delivery company! I don't even know why anyone would still keep them running a business! They have had my package Since the 7th of this month! They don't ever answer their phones nor reply back to emails! Worst company EVER!!!! I've already put a complaint with Nordstrom Rack since the merchandise was purchased with them! The never deliver.. Always saying redeliver on next business day, but they never do! Don't use them!!

I wanted to file a complaint against ontrac in regards their process and procedures that are affecting negatively the recipient of the packages. I ordered something online and was supposed to be delivered a certain day while Tracking package online it said that the driver couldn't find the address at 1:30 p.m. that day, waiting the rest of the day hoping that the driver where would communicate with his office to verify the shipping address well it never happened now they're telling me that that package that I needed the following day will not be delivered until the following business day which would be on Monday. Spoke to a supervisor called Bryan says they only attempt to deliver once a day per Bryan B** don't get equipped with GPS

They seem to lure you in with promises of same-day delivery if ordered by noon with Amazon, but I've honestly only received one package that has been "same day" with OnTrac. They always mark it as "delivered" but I never receive my package. It's also never been stolen off of my property or dropped off at my neighbors house because I've personally been outside when it was marked as "delivered" online and I didn't see a single OnTrac vehicle on my street. Whether they lose it, deliver it to the completely wrong side of the neighborhood, or it's stolen, something is going seriously wrong on their end and I honestly cannot believe they're still in business.

This company has "lost" numerous packages that I have ordered. There is no customer service whatsoever. I have called the phone number on the website multiple times only to remain on hold indefinitely and never talk to anyone. I have emailed them, with only an automated generic response and no solutions. I have even tweeted them in a desperate attempt to resolve my problems, but they never respond to that either. The only solution is to contact the company that I purchased the item from and have them open an investigation. It just seems that this company is absolutely a fraud or a scam. Stay away!

Thanks to OnTrac (who is definitely NOT on time), an order that contained gifts for 4 people in my family was returned to the shipper after it sat in their warehouse in Salt Lake with no explanation, nor was I notified. I was on hold for over an hour with customer service to find out where my package was, and the contact form on their website only returned a generic "donotreply" email. Horrible customer service. Will never use them for shipping anything. Since the package was sent back, and I was just informed today (two weeks after it was returned) I will not be able to recreate the loving gifts I ordered for my family.

Completely incompetent and as far as I can tell who knows where my items are actually going. Every single package I've ordered from a very high-end retailer that has actually been scheduled through Ontrac has been marked "delivered" but has actually NEVER been delivered to my home. No notices were left, no knocks on the door, and no packages, every single time highly expensive products disappear and the company has to reship them to me and every time I've reached out to Ontrac I have NEVER gotten contacted back, resolution, or information where my package actually was. The last time I called and complained I had to force the woman to stay on the phone with me to determine what and where the driver delivered the package yet not a single time could anyone at Ontrac tell me where my package was. The woman tried to come up with over a dozen excuses on where the package was delivered but once I discredited each she simply stated they would "look into it" and contact me back and never once have they contacted me. This is beyond shameful and I hope whoever is getting my packages they sure are enjoying the high end products they are receiving as I have to start the waiting game all over again to get my items reshipped by a different carrier (which is not an option I get to choose or I would do that from the beginning) and the company loses money since Ontrac doesn't do anything about delivering the right packages to the right places. I've had issues with Ontrac with more than one company so I clearly know it is Ontrac and the Ontrac delivery personnel who are completely incompetent and useless. Sitting on hold for over thirty minutes before I talk to someone who still cannot give me answers and who can't even show any compassion for the situation. Ridiculous and this company is based out of my area so it's not like they are some random drivers. What a joke. I would NEVER EVER EVER recommend this company EVER!

Tuesday June 2,2015 "out for delivery"

OnTrac has had my medical supplies "out for delivery" for 5 days and has not delivered.

Claimed address was not valid - untrue

Claimed UNDELIVERABLE - OTHER REASONS

Claimed again "wrong delivery address" and again untrue.

It is now late Monday June 8 ( makes it 7 days). Previous emails verifying address go unanswered. Phone calls produce only lies.

I order books from [redacted] for my company here in [redacted],**. I never have problems with [redacted], or the [redacted] delivering my packages but every time I get package was unable to be delivered it is from On Trac. This company must be the worst run delivery company in the country. I am surprised it is still in business. I asked [redacted] to stop using them. Please join me in doing the same. Do not send a package through this company if you want it to get to it destination.

I have been dealing with the [redacted] office of Ontrac.
They allegedly delivered a package on 11/6/2014 and left it at my front door. I did not receive the package. I called immediately after it posted as having been delivered. The Customer Service agent indicated that they would contact the driver and have him return to show where he had delivered the item. After not hearing from anyone for 48 hours I called again and got the same song & dance about how their policy was to have the driver return and explain where he had left the package. At 7 days post alleged delivery, I still had not heard from anyone. I called again. I was told the same thing as before. I asked how the driver was supposed to remember where exactly he had left a package when so much time has elapsed and was told it might be difficult. He also indicated that no one had worked on the inquiry since I had originally reported because everyone was busy. I was told that they would contact me within 4 hours to indicate when the driver would return. It is now 9 hours later & I have not heard from anyone. I don't know how in the world these people stay in business. They clearly do not care about the quality of their service, do not even have the courtesy to attempt to address customer complaints nor are they competent enough to be able to actually deliver a package. When I called the shipper to have my package replaced, I was told they have a multitude of complaints against this company and it is one of the worst of their carriers. Please, if you have a choice of carriers, save yourself a headache and don't put any business with this company.

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.I contacted the company on the day of the original delivery when the driver left my apartment complex without bringing my package to my apartment. I called the number that he called me from which was ###-###-#### on 3/23/15 at 7:13 pm. I also reached out to [redacted] and reported the issue to them. They sent a message  to OnTrac to ask them to return the package to them. After having the package for a second day, they still did not attempt delivery until late in the evening. Even after I spoke with OnTrac and informed them that if the driver was only going to stop at the first office, they would close at 5pm. The driver told them that he needed a key code in order to get to my apartment which is untrue. On the third day I drove to the office in Phoenix and picked the package up myself. And they have my signature on the receipt. This representative has not attempted to resolve any issue in my opinion. This was my first experience with OnTrac and it will certainly be my last. The only reason for the complaint was because of the lack of concern on behalf of OnTrac representatives. The the dishonesty of the driver who did not deliver my package. I have no faith in this company at all.

Regards,

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID 11687371, 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,

I provided my contact information and advised the customer that I would be happy to discuss his concerns with what transpired.

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.

If the Van says "Ontrac" on the side of it, please take some ownership for your company. Do not provide me with information that you have a contracted with. I have left voicemails with the numbers you have provided me and nobody will return my call. These contractors know they can get away with this behavior because your company can't do anything about it! If there truely is nothing your company can do for me in regards to this gentleman's behavior thats fine. But don't hide behind excuses. 

Regards,

Based on the complaint received by the customer, the customer has had shipments returned to the shippers and not delivered to the receiver’s address.  Upon investigating this issue, a third party (Shipper) had reported a potential fraudulent delivery associated with the same address that this...

customer is located at.  As a result, we were asked to stop deliveries to this address and return them to the shipper.  While this was updated in our system to accommodate one shipper’s request, it inadvertently caused us to return all shipments destined to the receiver’s address in error.To address these concerns, we have reviewed the delivery requirements for this delivery address with the delivery driver, his Supervisor and the local leadership team.  In addition, we have updated our database with instructions clarifying that only shipments from the Shipper who specifically requested we stop delivery be held and returned so that deliveries from other companies can be delivered to the customer.  The system will reflect these details to ensure that the delivery driver will have this information for all future deliveries. I have attempted to contact [redacted] directly via phone to apologize for our less than staller performance regarding the non-delivery of the recent shipments and to advise directly the steps we have taken to address the customer’s concerns, but I have not received a call back.  In the message left apologizing for these issues, I have provided [redacted] with my personal contact information so that if there are any future issues or concerns, I can be contacted directly for immediate assistance.                                Best Regards,[redacted]Customer Care Manager

Hello, Based on the complaint received by the customer, I have addressed his concerns with the local delivery facility.  Upon review of the tracking number provided by...

[redacted], our records do confirm that these shipments were delayed in delivery.  2 separate attempts were scanned by the same driver who was at the incorrect delivery address when attempting to deliver. The shipment was delivered successfully on the third attempt.  I contacted the Manager of the local delivery facility to review the details and a meeting was held with the driver and his Supervisor to address [redacted]’s concerns.  The driver stated that he did not realize that he was at the incorrect address because the shipment was addressed to an individual and the delivery address is a business location.  To ensure that this does not happen again, we have updated our data base with the business name information and hours of operation for [redacted]’s delivery address.  Additionally, the Manager of the local delivery facility has advised that this driver will be removed from making future deliveries for OnTrac. I have attempted to contact [redacted] directly via phone to apologize for our less than staller performance regarding the delayed delivery of her shipment, but the phone number provided is not in service.  I have followed up with her via email to advise what happened and the actions being taken to ensure that this does not happen again.  Additionally, I have provided her with my direct contact information so that I can assist her directly with any future issues or concerns.Best Regards,[redacted]Customer Care Manager

Hello,
I truly would like to be able to research this shipment issue, but am unable to do so with out a shipment tracking number. While the complainant did respond, he simply stated that he did not accept my response. I understand he is frustrated, but I am not able to do much without having a shipment to reference. If he could provide me a tracking number, I can further investigate the issue. If he does not, I can only offer my apologies for the poor customer experience he received. Anything you can do to help me help him by getting the shipment information would be greatly appreciated.
Regards,
Deborah

I no longer wish to communicate with this company due to the criminal behavior of their employees. Peeling out in my driveway and staring me down as to insinuate a...

fight is behavior I wish and choose not to stoop down to. We've also informed our insurance provider (the sender of the packages) of this circumstance and have been told that they will no longer use this carrier due to the inability to deliver packages adequately and in a timely fashion. The contents of these packages were medical supplies and not only were they lost but once found, they were carelessly thrown over our fence. This company's motto and trademark is a flat out lie. One look at their reviews online and it becomes clear that we weren't the only customers hurt by this company.