OnTrac

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

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!

[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,

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

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

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

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.

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.

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.

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.

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

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].

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.

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.

Good day,
 
I have reviewed Ms. [redacted]s comments, and unfortunately, have little to offer except an additional apology and request an opportunity to try to make this right. The person who was responsible for processing complaints, and who responded that an email had been sent to Ms. [redacted], is no longer with OnTrac. I can only at this point ask that Ms. [redacted] contact me directly so that I can try to get resolution for all involved. She can reach me directly at ###-###-####, or via email at [redacted]@ontrac.com.
 
Regards,
Deborah

Hello,Based on the information that was provided in the complaint filed, Mr. [redacted] had a shipment delivered that he has not been able to locate. ...

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. 
I have communicated with Mr. [redacted] via email to apologize for his less than stellar experience with OnTrac and explained the various processes that were taken to attempt to locate his shipment.  In addition, I have notified the shipper of the mis-delivered shipment so that a replacement or refund can be issued to Mr. [redacted] as quickly as possible.
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 with an apology in regards to his delayed shipment. I did advise the customer that our records show that his package is out for delivery as of today. My contact information was provided as well.

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 reached out the consumer via e-mail and left a voice mail message for her. I advised her that we have not located the package at this time and wanted to make her aware of the next steps regarding her issue.

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