OnTrac

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

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.

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.

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.

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.

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.

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.

package not delivered properly once and package lost once

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]

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 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.

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

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.

Based on the information that was provided in the complaint filed by Ms. [redacted], she had a shipment delivered that she was not able to locate.  Ms. [redacted] did contact our offices directly and we sent the driver back to attempt to help locate the shipment. The shipment was able to be...

located and was delivered to Ms. [redacted] on April 27, 2015.  Through our internal technology, we have confirmed that the delivery driver was at the receiver’s location at the time the delivery scan was completed.  I have followed up with the local Manager of the delivery facility that services the area where Ms. [redacted] resides to ensure that moving forward, we are delivering all of Ms. [redacted]’s shipments to the correct location.I have communicated directly via email with Ms. [redacted] to apologize and she has confirmed that she received her shipment.  Additionally, 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,Based on the complaint received by the customer, I have addressed Ms. [redacted] concerns with the local delivery facility.  Our records indicate that our driver had Ms. [redacted] shipment out for delivery on April 8, 2015, and scanned the shipment...

attempted, but did not deliver.  The shipment did not go back out for delivery the following business day (April 9, 2015) and was delivered to the customer today, April 10, 2015. To address Ms. [redacted] concerns, I have filed a formal complaint with the local delivery facility and spoken to the Manager to address the delayed delivery.  This issue has been addressed with the delivery driver and the driver’s supervisor to ensure that it does not happen again.I was able to contact Ms. [redacted] directly today to discuss her concerns and apologize for her less than stellar experience with OnTrac.  I have advised her of the actions we have taken to address her concerns and offered to provide her with my direct contact information so that she can contact me directly for any additional follow up, questions or comments now or in the future.  She thanked me for the call but declined to take down my contact information and advised that there is nothing further we can do to assist her at this time.Best Regards,[redacted]Customer Care Manager

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.

I spoke with Mr. [redacted] on 12/08. I advised Mr. [redacted] that a driver complaint was issued and that I have followed up with the appropriate person at the facility to escalate his issue. In addition, I provided my contact information to Mr. [redacted] so that he could reach out to me directly if another issue should occur.

An e-mail response was sent to the consumer on 12/14/2016, advising that a tracking number would need to be provided in order to further assist them. My contact e-mail was provided to the consumer, asking them to please provide that information.

Hello,Based on the information that was provided in the complaint filed, the customer had a shipment delivered in November that was not able to be located.  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, the shipment was no longer at the delivery location.   We have verified through our internal technology that the delivery driver was at the correct address at the time the delivery scan was completed.We have taken steps to ensure that moving forward the driver will attempt to obtain a signature when completing deliveries to Ms. [redacted] address, regardless if the shipper requests us to leave the shipment without a signature so that they are not left inside the security gate, where they may be visible to passersby who may pass by her front door.  These instructions have been updated in our system so that the driver will be aware that it is not safe to leave shipments at the front door when Ms. [redacted] is not home on all future deliveries.A phone number was not provided for the customer on this complaint, but I have emailed Ms. [redacted] to apologize for her less than stellar experience with her delivery and 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 the customer, I have addressed the concerns with the local delivery facility.  The customer has had delayed deliveries as a result of the delivery driver reporting that a gate code or access code is needed to deliver the shipments.  The customer has...

confirmed that there is no gate code and that the customer will need to be called for access. 

To address these concerns, we have reviewed the delivery requirements for this delivery address with the delivery driver, his Supervisor and the local leadership team.  Management from the local delivery facility made direct contact with the complainant to address her concerns and advise of the actions being taken to ensure that deliveries are not delayed moving forward.  In addition, we have updated our database with the access instructions so that the delivery driver will have this information for all future deliveries. 

I have contacted [redacted] directly via email to apologize for our less than staller performance regarding the delayed delivery of recent shipments and assured her that we are addressing her concerns.  In addition, the Manager of our local delivery facility has also confirmed that this issue has been addressed at a local level to ensure this type of delay does not happen again.  I have also provided [redacted] with my direct contact information so that she can contact me directly if she has any future concerns.

Best Regards,

Customer Care Manager