OnTrac

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,

Very disappointed in this service , very unprofessional, customer service, packages delivered in wrong location or lost or never on time, and when you call about your package , they can't give you on answer, will call you later and never do.

horrible service

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.

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!!

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!

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

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,

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

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.

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

I spoke with the consumer on 10/05/16 to listen to his concerns about the service he had received. He was made aware that I could continue to look in to his issue and ensure that we exhaust all efforts to assist him.

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,

The respondent remains an anonymous, "I." Is it making another crank?  What is a "DC," btw? I have no idea how to respond to this other than...

to let you know it follows the same pattern alleged originally. There is clearly no sense of accountability or personal commitment to what CS means.  This incident is over a month old. I was cheated out of [redacted]'s Prime benefit ($49) and books ($13.26) through precisely this kind of fluff. I don't get it and maintain that its executive team never made itself available for intervention. Was this part of their design?

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

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.

[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 sent an email to the customer advising we are researching as to why this happened. He was provided my contact information as well.

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 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.

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.