OnTrac

Second e-mail was sent to the consumer on 08/14/16. We had reached out to the consumer on 08/01, as well to our operations dept. My contact information has been provided to the consumer.

A e-mail was sent to the consumer advising that I would like to assist her regarding her matter with OnTrac. My business contact information was shared in addition I made here aware that we would do what we could to assist further.

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]

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.

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?

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.

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The driver from OnTrac put my package unattention downstair yesterday and I see it when I wentout, he doesn't knock my door or call me but just leave there far from my apartment. This is really disappointed service but at least I get my packages finally. 

Regards,

I have reached out to the consumer via e-mail to advised that I have followed up with the assigned facility and filed a driver complaint in regards to the driver not following the instructions the consumer had requested.

I have reached out to the consumer and provide her with my direct contact information, advising I would assist her.

Hello,
 
After further research, I am unfortunately unable to locate the shipment. Our system, and the GPS data within it, does reflect that the driver was at the delivery location when the delivery was updated as 'complete'. The system data/information is what...

the Customer Care Department is able to see, which is why they could only confirm the delivery. I have opened a driver complaint, and we will discuss leaving shipments at the front door for future deliveries. I am happy to assist in the completion of a claim form so that you can get reimbursed for the loss of the shipment. My apologies on this very poor customer experience; I assure you this is not the level of service we strive to provided. 
Please do contact me directly if you would like to file a claim. I can be reached at [redacted] While I understand this does not resolve your lost shipment issue in and of itself, it will at least enable you to recoup your loss. Again, my apologies.
Regards,
Deborah S[redacted]

Hello,
Based on...

the information that was provided in the complaint filed, Ms. [redacted] had a shipment delivered that she was not able to locate.  We sent a 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 available for recovery at the delivery location.   When the driver returned to Ms. [redacted]’s address, he advised her of the mis-delivery, but did not provide details regarding the inability to recover the shipment or provide any additional details to assist with addressing Ms. [redacted]’s concerns.
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 Ms. [redacted] via email to apologize for her less than stellar experience with OnTrac and explained the actions we have taken to address this issue at a local level to ensure that it does not happen again.  Ms. [redacted] has confirmed that a replacement has been received and I have notified the shipper of the details regarding the Mis-delivered shipment.
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,
Pamela A. P[redacted]
Customer Care Manager

Hello,   Based on the complaint received by the customer, I have addressed Mr. [redacted] concerns with...

the local delivery facility.  Our records indicate that the driver who scanned Mr. [redacted] shipment as attempted on September 29th was at the wrong address at the time the shipment was scanned.  The shipment did go back out for delivery the following day and was delivered to the Lobby of Mr. [redacted] complex on September 30, 2015 at 11:34AM. 
I have contacted Mr. [redacted] directly via phone to apologize for our less than staller performance regarding the delayed delivery of this shipment, explained to him what happened and assured him that we are addressing his concerns to ensure this type of delay does not happen again.  Additionally, I have updated specific instructions for Mr. [redacted] address in our data base to request that if Mr. [redacted] is not home, that shipments be left in the lobby, and that the driver calls the customer for access to the Lobby if it is inaccessible.  I have also provided Mr. [redacted] with my contact information so that if there are any future issues or concerns he can contact me directly for assistance.
Best Regards,Pamela P[redacted]Customer Care Manager

Package said arrived but was home and it never did. Called 3 times regarding the package and kept getting told they will have driver contact me. Finally mad on the 3rd call then driver shows up 20 mins later lying to me that he dropped the package off.

Hello,Based on the information that was provided in the complaint filed, Ms. [redacted] had a shipment delivered that she has not been 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 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 spoke to Ms. [redacted] via email to apologize for her less than stellar experience with OnTrac and she has confirmed that a refund has been processed from the shipper to ensure that she was reimbursed for the shipment she did not receive.
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

Based on the complaint received by Ms. [redacted], we were able to review recent delivery information in our system and have addressed her concerns with the local delivery facility.  Ms....

[redacted] has had ongoing concerns with shipments being delivered to her Leasing Office and not to her front door.  Unfortunately, the leasing office at Ms. [redacted]’s residence prefers to have all deliveries made to the Leasing Office as it is a secured building and they have concerns with allowing vendors unrestricted access to the building.

To address her concerns, our local Management team did visit Ms. [redacted]’s management offices to determine the best option for future deliveries.  The manager has agreed to allow us to check out an access key, complete deliveries and return the key whenever we have deliveries to Ms. [redacted] and the other residents within the building.  Our Manager also visited Ms. [redacted] while on site to apologize and review the action plan to ensure we are attempting to deliver shipments as Ms. [redacted] has requested moving forward. 

I have contacted Ms. [redacted] as well via phone to apologize for our less than staller performance regarding the delayed deliveries and assure her that we are addressing her concerns.  

In addition, I have provided Ms. [redacted] with my personal contact information so that she can contact me directly if there are any future issues or concerns with her deliveries.

Best Regards,

Customer Care Manager

[redacted].com uses these guys for Same Day Delivery, yet they do not deliver on the same day whenever they are sent to my home. Instead of actually delivering, they make a note in the system saying "delivery attempted, but customer was not home" even at times that I am home. There is never a knock on the door, a buzz on the intercom, or even a missed delivery slip. They just don't come yet say that they do. The day they finally do deliver, they just leave the package at the door. If they came the previous day, why not leave the package at the door as well? Because they lied about previously coming.

I also tried calling them to track my package and was on hold for 33 minutes before I finally hung up the phone. I never even got the option to speak with someone or even a message stating that "we have a high call volume, someone will be with you in a moment." There was only music, with indication if anyone would ever answer.

If anyone has to send or receive a package, BEWARE OF THIS COMPANY!!! They are frauds. They are a delivery service that do not even do what they are supposed to do. Deliver. Use anyone else.

Absolutely horrible experience with ontrac my parts for my truck were ordered a week ago still haven't received anything and now they stated it's delivered it's not and I've called 4 times to sit on hold for 30 minutes to get nowhere

Please note this was responded to under Case ID #[redacted].  Response was as follows:I have attempted to contact the customer but the phone number rang and then disconnected, I was not able to leave a message.Based on the information provided, I have used our internal technology...

to verify that the delivery driver was at the receiver's delivery address at the time the delivery scan was completed.  Because the receiver lives in an apartment building, it is possible that the driver requested a neighbor to sign for the shipment if the receiver was not at home.  Unfortunately, due to the time that has elapsed, the driver was questioned and does not recall this specific delivery and cannot provide us with a description of the person who signed for this shipment.In regards to the shipment arrival into another city, the receiver lives in Portland, OR.  This area is serviced by our Vancouver, OR facility and all deliveries arrive into Vancouver and are then delivered throughout the Oregon area.  As such, the shipment was routed to the correct delivery location for deivery to the area where the receiver lives.In regards to the lack of response from our Customer Service team, this is unacceptable to us as well and this is being addressed with the Representative that was assigned to respond to Ms. [redacted]'s inquiry to ensure that this does not happen again.We would like to apologize to Ms. [redacted], assure her that this issue is being addressed and work with her and the shipper as needed to ensure that she receives a replacement or refund of the items purchased that she has not received.  If you can please provide an alternate phone number or email address, I would like to make direct contact with the customer to ensure that we do everything possible to ensure that this matter is resolved to her satisfaction.Sincerely,[redacted]Customer Care Manager

They promise on time delivery, but do not hold up to that promise. When you call the customer care phone number you are put on hold for long times, even when you give your phone number for a call-back. There is no real customer service with ONTRAC. My packages were supposed to be delivered by the end of the day on 5/24/16, and still no packages by 5/26/16. All calls to customer care went unsolved and all they did was make excuses and stated they left messages to the local wharehouse with no results. They don't seem to care about the customer, but just as long as the shipper pays the money, they seem to let the recipient deal with the shipper.

The consumer was wanting to have a direct contact from management, in the event they have any issues going forward. On 12/05/16, I sent the consumer an e-mail providing my office phone, business cell phone as well my e-mail.