OnTrac

I ordered several items from Amazon.com and used same-day shipping. OnTrac was the carrier who was supposed to deliver my package. OnTrac mis-sorted my package and had to reschedule delivery for the next day. At that point, I had to contact Amazon so I'd be refunded the same-day shipping fee.

The next day arrived and once again, my delivery was rescheduled to be delivered the next day by 9pm. The next day came and my order still had not arrived. When I tracked the package online, it showed 'out for delivery'. It was after 9pm and it had been 'out for delivery' since 10am that morning. When I contacted OnTrac, the customer service representative on the phone told me she'd check on the status of my shipment and get back to me. She called while I was at work and left a message telling me my package had been delivered yesterday at 2pm and 'left at the door'. There is absolutely NO reason a package should be left at the main entrance of an apartment building. The package was not left at the front door of an individual apartment unit, it was not left in the leasing office (which was where it was supposed to have been left), it was left at the main entrance of the whole apartment building. Not only is this unacceptable, it is negligence and stupidity on the part of the delivery driver. I checked with the building's front desk concierge (where my package was supposed to have been delivered) and he confirmed the package had never arrived.

When I contacted OnTrac again, I was informed that the driver would be going back to "retrace his steps" to find out where the package was and that I would be contacted after this was completed. OnTrac never contacted me again and I am still without my package. I ended up having to contact Amazon and ask to be refunded. If you live in the Burbank/Valley Area and are thinking about using same-day shipping or OnTrac for any type of delivery service, you may want to think again. Their customer service is lacking and, evidently, they have drivers who don't know what they're doing.

Every time this business was used to ship me a package, they couldn't deliver it for some reason or another; most often it was because the driver couldn't find the address even though [redacted], And other delivery services find it without any problems or issues.

I received a confirmation that my package was delivered by text message from [redacted]. I went home to see that neither my leasing office or doorstep had received a package. I reported this to [redacted], and also reported this to OnTrac's form submission on their website. After not receiving a response, I called OnTrac and spoke with Customer Service. I was told that they would attempt to find the package.

Three days later, I received confirmation that they would check with the delivery driver.

Four days later, I received an email after writing a [redacted] to OnTrac about my experience. A second customer service representative looked into the package mission.

Five days later, I received a confirmation from OnTrac's Jonathan E[redacted]

Customer Solutions Advocate that my package would be delivered by 9 PM.

Six days later, after not receiving the package the evening prior, I was told by Jonathan that my package was "misdelivered" and could not be retrieved.

I was then asked to report my package as lost to the shipper.

Luckily, I had purchased this company with an excellent customer service policy. If I had in fact had a purchase delivered from a smaller company, I would be out $85.

There's a reason for mostly bad reviews. I had two, not one, but TWO packages left at my "front door" of my multi unit building. Packages are nowhere to be found. Let me just say, I'm an online shopper and have NEVER had a package stolen from my door. When I called Ontrac, I was told they were sending a message out to driver to see if he had more info. The next day, no updates. I called back and they said they hadn't heard from driver. I'm thinking, you're no [redacted] in size, pick up the phone and call the damn driver. So now I'm told I have to wait until driver messages back with update. Could be 2 more days or more depending on driver's schedule. I'm considering my packages gone if it has to take 2-3 days to figure out which "Front Door" it was left at.
There advice was to contact the sender to send new product or get a refund if I didn't want to wait. Who the [redacted] wants to call 800 numbers and deal with that mess? Bad service, bad solutions!

This has been the WORST experience I have ever had with a company. I ordered from [redacted] (Prime 2 day shipping) and ONTRAC told [redacted] that my package was delivered on Monday Dec 29 2014 12:13PM. I work from home and checked multiple times that day, but there was no package. The tracking on there website said INCORRECT STATUS CODE ENTERED

Dec 29 2014 2:51PM. But this did not appear on their website until after 8 pm that day. Each day after that, I never recieved the package, but the site would say "Out for delivery" in the morning, then "REDELIVER ON NEXT BUSINESS DAY" at night. I emailed the company, and received the standard "we will look into it and get back to you", but never received anything after that. I also was on hold multiple times with their customer service and was given the run around.

Today, January 2, 2015 I was able to actually reach a customer service agent who was helpful. She told me that the package had been delivered to the wrong person (who lives in a city 225 miles south) and that it was at a facility. The expensive computer part I ordered and NEED for work was delivered to the wrong person? My street name isnt even in that city! Luckily they were honest and reported back to ONTRAC that it was not their package.

But since the package has been marked as delivered, [redacted] has not been able to help me beyond "File a Complaint and we will investigate"

Needless to say, I have spent a whole work week without the part I need and have been lied to by this company. I don't know how they have such a high [redacted] Rating when so many customers have had complaints similar to mine.

Here is the information pasted from their tracking website.

Detailed Tracking Info:

REDELIVER ON NEXT BUSINESS DAY

Dec 31 2014 9:10PM

SaltLake

OUT FOR DELIVERY

Dec 31 2014 11:42AM

SaltLake

REDELIVER ON NEXT BUSINESS DAY

Dec 31 2014 10:48AM

SaltLake

REDELIVER ON NEXT BUSINESS DAY

Dec 30 2014 4:45PM

SaltLake

INCORRECT STATUS CODE ENTERED

Dec 29 2014 2:51PM

Corporate

DELIVERED

Dec 29 2014 12:13PM

SaltLake

OUT FOR DELIVERY

Dec 29 2014 7:58AM

SaltLake

PACKAGE RECEIVED AT FACILITY

Dec 29 2014 6:52AM

SaltLake

PACKAGE RECEIVED AT FACILITY

Dec 28 2014 1:49PM

Reno

DATA ENTRY

Dec 27 2014 2:41PM

Reno

Screen shot @ [redacted]

I have had previous bad experiences with OnTrac, but I was still hopeful that I would get my package that I had ordered through [redacted]. Their first excuse was that they needed the gate code. I was 90% certain that the gate was still broken and standing open on the night in question, but I called and gave them the code. The next "attempted delivery" they claimed that I was not home and that they had left a door tag. I was home and I have 2 dogs that bark when anyone knocks. I would have noticed. I called back again and mentioned how strange it was that I didn't hear a peep, and when could I expect that they would really deliver my package. They assured me it was going out that day and I would have it by end of day. I watched the tracking number and it never left the facility. At this point I decided that it wasn't worth the hassle. I contacted [redacted] and asked them to please fix this. They immediately apologized and refunded my money. I have continued to watch the tracking number out of curiosity and apparently they are still "attempting delivery." As before, I was home at the times that were listed. If you have a choice, steer clear of this company. If you are still considering them read the [redacted] reviews.

First let me say that their customer svsc reps are the most unprofessional assoc. I have ever dealt with. They kept referring to my husband as my friend. Their delivery service has got to be the worst. All day it said our package was out for delivery and that their last delivery is at 8:00pm. Since our package did not arrive by 8pm we called their customer svsc and were advised that our package would still be delivered. Since we live in a gated community we called the guard house to advise them they we were expecting a package and were unsure of the delivery time. At 9:30pm the package still not arrived so we called the customer svsc line again and were told that it would be delivered on Saturday by 3pm. When we woke up on Saturday morning to check the delivery statis it said that it had been delivered at 7:08pm on Friday to our Front door. No package was delivered so once again we were on the phone to their customer svsc number again to find out where our package was. They advised us that they would look into it and call us back. 4 hours later we still had heard nothing so we called pack. This time when I called I was told that they would contact the driver and have him retrace his delivery route and have him redeliver the package and that we should have it between 5pm and 6pm. This is by far the shadiest delivery company I have ever dealt with. I have contacted the company that sent the package and let them know that the package is missing. I would not recommend using this business

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

Hello,I am unable to respond to this (attached) on line as this was a letter delivered via [redacted] to our offices in [redacted] in error.  Below is the response to this complaint:Hello,Based on the complaint received by the customer, I have addressed his concerns with the...

local delivery facility.  I was able to research this issue based on the details provided by Mr. [redacted] in his complaint and our records do confirm that the shipment was delayed in delivery by 1 business day. I contacted the Manager of the local delivery facility to review the details of this shipment and a meeting was held with the driver and his Supervisor to address Mr. [redacted] concerns and ensure that the driver is aware that this cannot happen again.  Additionally, we have notified the shipper of the delayed delivery to request that they refund the charges for the delivery fees to Mr. [redacted].  We will continue to follow up to help ensure that this happens.I have left a detailed voicemail for Mr. [redacted] apologizing for our less than staller performance regarding the delayed delivery of his shipment and requested a call back if he would like to discuss further or if I can assist him directly with any future issues or concerns as needed.Best Regards,[redacted]Customer Care and Operations Support Manager

[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 the resolution would be satisfactory to me (not having the driver deliver to my house). I have emailed them multiple times before with the tracking information, which concerns me as to why they need to ask for it again.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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.

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

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

Good afternoon,
My apologies for this poor customer experience, I assure it is not the level of service we strive to provide. I agree, this performance is simply not acceptable. Can you please email me directly and share the tracking number on the shipment, as well as any details of who you...

spoke to? I'd like to follow up with the individuals responsible for the multiple fails here, and get this resolved once and for all. Again, my apologies; I look forward to hearing from you. I can be reached [redacted]
 
Regards,

I sent the consumer a follow up e mail regarding the issue. I provided a status up to him via a voice mail message.

I am seriously confused here. Revdex.com has given this rip-off outfit 3.70 out of 5 stars and an A+ rating. They have listed 188 reviews of which 97% are negative. They have received 230 complaints. My experience is pretty much the same as everyone else. I placed an order with Amazon, who chose to ship with OnTrac. The shipper did not deliver the product due to an "invalid address." Even though there were three components to the order, all three with the same address, and the other two components were delivered by other carriers with no problem. After three attempts, I finally reached someone at OnTrac and they had no idea why the failed delivery, but assured me the product would be delivered the next day. Amazon has 22 pages of complaints about these crooks and still uses them. If your order status shows OnTrac as the carrier, I suggest immediately cancelling the order and re-order requesting a different carrier. I recommend taking your business elsewhere if Amazon continues to use this carrier. Be sure to let Amazon know your reason and displeasure at their choice of carriers.

package not delivered properly once and package lost once

I ordered an item from Amazon, I get prime so I was expecting the package. The day comes around and I don't receive it. There are also no updates on where the package is. I contacted them and they said it was lost. I've now been trying to get in contact with them again for an update. But yet nothing. Worst experience in shipping I've ever had and I ship to Germany all the time. If a package going across the ocean doesn't get lost how does this get lost within the US. Very disappointed.

Horrible service, drivers can never "find" an address even one they have delivered to before. Pay for two day service and get it in a week if you are lucky. And good luck with the customer service number, over 2 hours on hold and still didn't get through.

HORRIBLE, AVOID AT ALL COSTS.

Amazon uses OnTrac for same-day delivery. Unfortunately. This company marks things delivered that haven't even been attempted. I have been forced to use the delivery company three times and this will be the last time. They should not be in business. They should not consider themselves a delivery company. Basically, they pick up packages, drive around with them all day, report them delivered (signed by FD) and then return them to Amazon or worse, pilfer them. Shame on Amazon for using this company.