OnTrac

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

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 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.

Never delivered my package, was on hold over the course of 4 days for over 2 hours and never got an answer

this is the worst delivery company. they are too lazy to even go to your door and half the time do not even bother to deliver it and instead claim you were not home or they delivered it, only to actually deliver it days later. avoid them and boycott companies that use them or insist on another method.

Worst shipping company ever. 80% of packages are delivered late, or to the wrong address, or not at all. Their web site will say "out for delivery" for 3-5 days before you get the package (if you are lucky). UPS andFedEx at least say "delivery rescheduled" and give a reason. These guys just leave your package sitting on their truck without rescanning, for days on end. Call the customer service number, wait on hold 10 minutes, and you'll be told they don't have any idea where the package is, and can't get hold of the driver to find out. Horrible, horrible service. DO NOT USE THE SCAM ARTISTS. Try Googling "Ontrac sucks" and you'll see details from hundreds on unhappy customers.

I have had the misfortune of having a package handled by this company twice. Both times promising same day delivery and both times delivered to the wrong address. The first time I was fortunate enough that the recipient was an honest person. Avoid this fiasco if you can - I wish online retailers would stop using them.

Ontrac delivered a package to me from [redacted]. I specifically requested the package be delivered to my door as I am disabled. [redacted] assured me the instructions would be on the label. They were not. However, the young man I spoke with at Ontrac informed me the drivers are supposed to deliver to the door and if no one answers, they are to leave at the office. No one came to my door.

In closing, either you and/or [redacted] show extremely poor customer comments, yet they are highly rated by[redacted].

Hi,

Let me start by saying that a google search of "OnTrac review" will agree with everything I have to say.

OnTrac is easily the worst company I've ever had to deal with. They seem to be apathetic towards their customers, especially when you want to find out why your package hasn't arrived yet. Every review I've read pins them as liars and thieves, which I more than agree with. I don't know how it's possible for them to still be in business with the truly AWFUL service they provide. I'd call them and complain personally, but I fear that they'll decide to "lose" my package because I complained.

OnTrac is staffed by liars and thieves, and I truly hope to never have to deal with them again. Please review their practices and confirm that they actually deliver what they say they do, when they guarantee it no less.

4 packages out of many that I have delivered from [redacted] were sent through Ontrac. Not only did NONE of them arrive, but 2 were marked delivered (obviously they weren't) and 2 from back in February and August 2013 are still "Out For Delivery". This is the worst shipping company EVER. I had [redacted] note on my account NOT to send with Ontrac ever again or I will be cancelling my prime membership and taking my business elsewhere. HATE this company! Stay far, far, far away from Ontrac.

Hello,Based on the information that was provided in the complaint filed by Ms. [redacted], she had a shipment delivered that she was not 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, the shipment was no longer at the delivery location.  Using our internal technology, we have confirmed that the delivery was scanned delivered at Ms. [redacted]’s delivery address.  We have taken steps to update instructions for future deliveries to ensure that the delivery driver has instructions to obtain a signature for all future deliveries to this address as it is not safe to leave if the receiver is not home to accept shipments.  Additionally, the local Manager of the delivery facility in Ms. [redacted]’s location has addressed this issue with the driver and the driver’s supervisor to ensure that this does not happen again.I have attempted to contact to Ms. [redacted] to apologize and provide her with information on the actions we have taken, but I was not able to make direct contact with her.  I have left her a detailed voicemail and sent an email to apologize to her for the inconvenience and advise her of the actions we have taken to address her complaint.  I have also contacted the shipper on her behalf and they have confirmed that a full refund has been processed for this product.I have provided Ms. [redacted] with my personal contact information so that if she has any future questions or concerns, she can contact me directly for assistance. Sincerely,[redacted]Customer Care Manager

Hello,Based on the information that was provided in the complaint filed by Mr. [redacted], a shipment was delivered that he was not able to locate.  Mr. [redacted] did contact our offices directly and we sent the driver back to attempt to help locate the shipment.  The driver reported that...

the shipment was delivered to the correct address, but he was not able to locate it when he returned.  Both myself and the Manager of the local delivery facility contacted Mr. [redacted] to confirm the description of his residence matched what the driver reported and verified that he appeared to have gone to the correct address.  We scheduled the driver to return again as Mr. [redacted] could not locate a notification (Door Tag) from the drivers first attempt to help locate the shipment, but before that could happen, Mr. [redacted] contacted me to advise that he located the shipment.  Since Mr. [redacted] had already received a replacement, we have recovered the original shipment and are returning it to the shipper as per Mr. [redacted]’s request. I have followed up with the local Manager of the delivery facility that services the area where Mr. [redacted] resides to ensure that moving forward, we are delivering all of Mr. [redacted]’s shipments directly to the front porch if he is not home to receive future deliveries, and to always attempt to obtain a signature, regardless if the shipper requests one or not to ensure that we get deliveries directly to someone within the receiver’s home on the first attempt and to help make sure that this does not happen again.I have communicated directly via email and over the phone with Mr. [redacted] to apologize for this issue and the inconvenience this issue has caused.  Additionally, I have provided Mr. [redacted] with my personal contact information so that if he has any future questions or concerns, he can contact me directly for assistance. Sincerely,[redacted]Customer Care Manager

Provided the customer my contact information and advised I would like to discuss his concerns further.

I sent a response to the consumer on 12/14/2016, advising that his issue was escalated further and is being addressed by the facility. To be specific a driver complaint was issued and my contact information was provided to the consumer as a point of contact.

Delivery service from Kent, WA location hired a subcontractor to deliver an oversized recliner. This company left the box in the rain 7 miles from residence. Didn't call to notify us. Was contacted by Northwest Track that a box was dropped IN THE RAIN at their entrance that belonged to us but driver never said anything to the business. We had to physically pick up the oversized package ourselves which was very difficult. This is why you pay for delivery of goods that are oversized. The attitude of this company after NUMEROUS calls is "what do you want us to do about it!" How would you like a $900 chair dumped in the middle of a parking lot with no notification. Thank goodness for the kind folks at Northwest Track as they contacted us about the strange box at their business location.

It takes a lot to get me angry but I have had enough of Ontrac delivery employees. I have never had so much trouble dealing with incompetent employees who are clearly untrained. Unethical and dishonest delivery service should be their name. This is the 3rd time that they have marked my package as "delivered" when it was not delivered to me. The 1st incident they delivered my package to a completely wrong address. The retailer had to reship my order to me because of the carelessness of the Ontrac employee. The 2nd incident they said my package was delivered on my front door. There was no Ontrac employee that even came to my front of the building. I have surveillance cameras all over the building so it's easy to see when they're lying. Today is the 3rd time they have marked my package as "delivered" when they did not deliver it. I reviewed the surveillance footage and it appears the Ontrac employee approached the front door of the building, tried to gain access then left with the package. The problem is that he took the package with him but marked the status as DELIVERED. Why does Ontrac have so many dishonest employees? Is there no criteria or standard to hiring someone? It has gotten so bad that I refuse to allow retailers to use Ontrac to ship things to me because I am certain that it will never reach me, because of the poor level of service of their delivery employees. I always tell them to ship things to me using fedex or ups. Yes, I may have to pay more when using them but at least I know for certain that I will actually receive what I order. When I try to call customer service, I am listening to elevator music for 10-15 minutes and I am never transferred to a live agent/person. What is going on, Ontrac?

A package was scheduled to be delivered yesterday, but the driver showed up during non-business hours and left a note that a first attempt was made for delivery. When I reviewed the tracking information today, it was noted to be out for delivery. However, it never arrived and no call tag was left. I sent an email to On Trac and got an automated response a few minutes later. No details, just a generic message that "your package is out for delivery". Tried calling, but the hold time is extremely long. Horrible customer service. I'll try contacting customer service from the website I ordered from, to see if they can offer assistance.

I had a package be sent by Amazon and it was sent through OnTrac. I paid extra for a 1-day delivery, and to my surprise, the package was listed as delivered at 7:13 P.M., but no package was in sight. And, to make it worse, it was signed by an FD. I would assume it means "Front door", which is strange since there are no one to receive the package in my building. The carrier had to push a button, be let in and leave the package in the mailbox.

The funny thing is that after that, one day AFTER the promised delivery, the online tracking stated "Incorrect status code entered", and no sign of the whereabouts of my package. So, I contacted OnTrack, asked for an update, and after a couple of hours they promised to deliver on the next day, and they once more did not.

I am honestly enraged by this ridiculous service, because I explicitly paid for a quick delivery and still, after 3 days I don't even know where the package really is.

I hope that either OnTrack works on training better employees or disappear from the market after giving this level of service to so many people.

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]

Hello,

In regards to the complaint submitted, I have attempted to contact Ms. [redacted] to discuss this issue with her but...

have not been able to make contact due to voicemail box full and

unable to accept messages.  Our records indicate that the shipment referenced in the complaint was delivered on August 14, 2014.  Ms. [redacted] did contact us directly later that same

night to advise that she could not locate the delivery.  Our driver did return to the delivery address the following day and the shipment was no longer at the front door where it was

delivered the day prior.  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 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 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.  Because I have not been able to make contact with Ms. [redacted]

to apologize for the inconvenience, I have sent an email to apologize for this issue and have advised her of 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 specific directions/instructions she would like us to follow for future deliveries.

 

Sincerely,

Customer Care Manager