OnTrac

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.

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

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 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.

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 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]

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.

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!

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,

[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 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!

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.

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.

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

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.

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 able to be located and was confirmed received by Mr. [redacted] today. 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 to the correct location so that this does not happen again.I have communicated directly via email with Mr. [redacted] to apologize and I have updated our data base with delivery instructions to ensure that all future deliveries are given directly to the customer and not left in or around the mail box, which is remote from the receiver’s home.  Additionally, I have provided Mr. [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

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,

I have called more than 10 times regarding the delivery problem that I am experiencing. The driver always left the A[redacted] packages on the public driveway, and never delivery to my gate. On the other hand, the driver will make the false statement by saying it delivered to the front gate. It happens all the time.
It makes no difference by file a compliant to Ontrac customer service. The rating for OnTrac delivery is less than 2 stars, and it seems OnTrac takes no action against their driver's wrong doing.

Hello,This is a Duplicate Complaint.  Original complaint from the Denver Revdex.com - Case #[redacted]  Response sent to [redacted] Revdex.com on 01/13/15 is below.  Hello,Based on the information that was provided in the complaint filed by Mr.**, a shipment was delivered...

that he has not been able to locate.  Mr. ** did contact our offices directly and we sent the driver back to attempt to help locate the most recent shipment, but unfortunately, when the driver returned, the shipment was no lo**er at the delivery location.I spoke to Mr. ** on January 13, 2015 to apologize and advised him per his request that we have notified the shipper of this issue so that Mr. ** can be reimbursed for the cost of his purchase and/or receive a replacement.I have provided Mr. ** 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

An e-mail was sent to the consumer advising that the situation was still being researched. I have reached back out to operations to advise that would be assisting regarding this matter.