OnTrac

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

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

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,
 
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]

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.

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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,

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

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

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.

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.

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.

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.

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.

The worst shipping carrier service out there! Almost always two days or more late, even when you call to complain and they promise to bring your package that day, it only happens half of the time. I'm trying to do business with companies that do not use OnTrac!

Horrible service, so far they have lost three packages of mine, commitment day was September 2nd, no package so I called them to ask when I could expect delievery, I was told my package had been lost and Id have to contact amazon.

Now my wife just recieved a email stating her to packages were also lost and she would need to contact jet.com, I will no longer buy from companies that use ontrac.

Waiting for a package from Amazon via OnTrac. Should have arrived Wednesday, still not delivered by Saturday. .Wednesday, OnTrac says they couldn't find the address. Thursday same thing. (UPS and others never had this problem). Friday, still no delivery. Saturday, Amazon called them and they said they had mechanical problems and they wouldn't be able to delivery until Monday (we'll see). UNACCEPTABLE.

Customer Service wasn't much help when they answered the phone.

This business is the most unprofessional delivery service I have ever encountered. Their customer service does not answer the phone - On 5 different occasions when trying to locate an undelivered item my call to the "Track a Package Option" was put into a music hold, for 55 mins, 35 mins, 40, mins - the other times I just gave up - and I never got to speak to a customer service respresentive despite the fact that the On-Trac website shows they are open to Midnight to take calls. On one occasion my delivery was delivered to the wrong addresss. Not being able to speak to anybody on the phone (see above) I sent an email. I got a response 2 DAYS LATER to say I needed to contact the shipper - for an error that OnTrac had made by delivering to the wrong address. On another occasion an item marked PERISHABLE WAS LEFT AT THE GARDEN GATE, RATHER THAN AT THE FRONT DOOR - in the blazing Arizona sun! And now my next perishable item, due for delivery on June 8th, as at 9.00pm still has not been delivered .... and I have been on hold for 45 minutes trying to contact the company.

With procedures and service such as this, this company does not deserve to be in business, and I CANNOT RECOMMEND THAT ANYBODY USE IT FOR ANY SHIPPING. Not to have any resonable means to track a package is completely unacceptable, and the total absence of customer service, timely performance and general incompetence should be a warning to anyone considering the use of this company.

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.

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

[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.