OnTrac

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.

Terrible service. Never heard of them before and I saw my 2 day shipping package was through them. Tracking system not accurate or up to date. My package was miss-delivered to another state and no one called me. I called their "customer service" line and sat on hold for 35 minutes until an apathetic receptionist answered and told me it was delivered to the wrong state somehow.

I emailed the retailer and they told me they have had a lot of terrible experience and complaints with them, then I googled them and honestly, you cannot even find 1 positive review online. Certainly not one on the [redacted] site

Not sure who they are paying at [redacted] for an A+ rating.

Hello,Based on the complaint received by Mr. [redacted], I have addressed his concerns with the local delivery facility. ...

Our records indicate that Mr. [redacted]’s delivery was scheduled for April 21, 2014. Unfortunately, we were not able to complete the delivery on the 21st.  The shipment did go back out for delivery the following day and was delivered to the customer’s front door on April 22, 2014 at 8:35AM.  I have communicated directly via email with Mr. [redacted] and have apologized for our less than staller performance regarding the delayed delivery of this shipment and assured him that we have addressed his concerns with the delivery driver.  In addition, I have provided Mr. [redacted] with my direct contact information so that if there are any future issues or concerns, he can reach out to me directly for assistance.
Best Regards,[redacted]Customer Care Manager

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

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 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,

Eddie B[redacted] emailed me on October 22 and told me he would...

be helping me with the Revdex.com complaint. He asked me for the tracking numbers of the packages that had been delivered in the middle of my driveway. I emailed him back on the same day (see attached PDF). I repeated the background story for him, provided tracking numbers, and attached photos of the packages the OnTrac driver had left in the middle of my driveway. It has been over a week since I wrote to Eddie and have received no response at all.

Based on the information that was provided in the complaint filed, [redacted] had a shipment delivered that was not signed for and was not received. 

size="3">[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.  I have filed a driver complaint with the local delivery operation to ensure this issue is followed up with by the drivers supervisor.
At this point, I can offer to compensate [redacted] for the cost of the product, and they can reach out to [email protected] directly for assistance in filing a claim.
My apologies for this unfortunate failure of service.

Regards,
Deboarh

Ms. [redacted],
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, and as such, I have filed a driver complaint with the driver supervisor so that he can review the issues and...

concerns with the driver assigned to make deliveries in your area. I see that you contacted OnTrac; can you please share whom you spoke to and if you still need to be contacted? Again, my apologies; please feel free to call me directly at [redacted]1 so we can discuss next best steps.
 
Regards,
Deborah S[redacted]

Responded to customer left advising of my contact information etc. I stated I would be happy to address her specific issue. She did not provide a tracking number for me to see whom she dealt with.

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.

Terrible company. After waiting around all day for my package, then waiting on hold for over an hour I was told by an incredibly rude "customer service" (HA!) person "sorry we lost your package/TV, contact best buy to figure it out". Awful.

Total incompetence in delivering a parcel. They apparently tried 4 times, each time returning back to the warehouse with a note on their tracking website of "Wrong Delivery Address". After the first failed attempt we even provided a map, directions and a picture of our house but they were still unable to find it.

Stay away from OnTrac at all costs.

This is the worst delivery service I have ever encountered. All you have to do is look up the reviews from customers and you get the feeling they should not be in business. My package is now 2 days late. I spoke with someone at the company this morning, after waiting a half hour for someone to actually pick up. The guy was a complete [redacted] on the phone. He didn't acknowledge that my package was late. I offered to clarify any problems they may have with my address, I asked if they had questions, I even gave them my address again, which I know he didn't even bother to confirm. All he said was, "we have your address" Then he hung up. How are they allowed to work with such negative reviews? No one is doing anything about the horrible service they provide. I didn't have a choice of carrier, I ordered through Amazon. Believe me, I will not be using them EVER again.

Ontrac "tried" to deliver my package several times. I contacted ontrac and told them that they needed to try and use more than one GPS system to find a house as some do not have correct mapping. I emailed them the correct address with a map. They said it would be a few days before the person in the warehouse would get the email as they are really backed up. AWESOME! Terrible service, even worse that Amazon would choose to use them as a delivery service.

This was my second encounter with Ontrac - I was delivered a box containing food items. The box had clearly been cut open and was not done so by the company providing the food (you can't ship an open box). In addition, the driver did not come in an OnTrac vehicle, he came in a Uhaul mini-van. When I asked why the box was cut opened, he just said I bring it and I'm not responsible.

During my first encounter, they decided they couldn't find where I lived and never delivered the package. When I tried to call, and I tried many times, they never answer and they did not update the site, nor did they answer my email.

When I ordered from [redacted], my order was split and was to come in two deliveries. The first item came to me with no problems through UPS and USPS. The second item was to be delivered by OnTrac. I watched the tracking for the almost 10 days. It came near my location and back to be held because they couldn't seem to find the address, three different days. Then, they sent it back to the provider. I tried to call without success and also filled out a customer complaint to get it delivered, but I never got the item! I would never recommend using this service.

On 10-7-15 I order a Nintendo ds3 XL and two video games from Wamart.com. The DS3 and one of the games were to be deiiverred through ontrac on 10-12-15 according to [redacted]. when I tracked it, the site said that it was delivred on 10-8-15. IT WAS NOT. I live in a complex where you can call up stairs and have the person actually receive their package. Called [redacted], and they said "we'll send out a replacement package". On [redacted] it said the package was supposed to be delivered on 10-14-15, and guess who they sent it through?OnTrac. This time I waited outside for my package to show up, and it NEVER showed up. I checked the site to see an ETA, there wasn't one. This morning I get a email that said it was delivered at 11:00am on 10-15-16, to my front door. There call center is no help. there complaint department is no help. I got my money back from [redacted](the other video game was shipped through [redacted]) But now I do not feel comfortable ordering things from [redacted].com due to the fact that I have no say who they partner with when sending packages.

Every Package that was delivered by OnTrac from [redacted] has been misplaced. I've had 4 packages delivered by them and each one delivered to the wrong address. This time, on their package tracking it says delivered to [redacted] and I live in [redacted]. about 25 miles away. Their customer service representative is a very negative experience. They make you feel like Im stupid because they say "It says it was delivered!!" Well I was home all day waiting for the package and it was never delivered. I have no Idea how they landed a carrier contract with[redacted]