OnTrac

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.

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,

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 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.

I was not given any phone number to reach anyone at your company directly! I was told that someone would follow up with me once they contacted the driver.

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]

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.

I have reached out to the complainant requesting the tracking number so that I may investigate the status of her outstanding delivery. I await her response.
 
Regards,
Deborah

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

delivery facility. Mr. [redacted] has requested that when deliveries are being made to him address, that the delivery driver not leave items at the end of the drive, but come to his residence and make proper delivery. These requests are not unrealistic, and are in fact what should be occurring already. My apologies that he had to write in to get assistance in resolving this issue.
We have confirmed these instructions are in our system for Mr. [redacted]’s delivery address and the local Manager has addressed these concerns with the delivery driver and his Supervisor to ensure that there are no future issues.
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 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,

[redacted]  The total loss is :
ORDER DATEOct 12, 2015
ORDER TOTAL
US $28.76
See description
Order All Natural Wood Chinese Checkers with Wooden Marbles by Brybelly NewView similar itemsView seller's other itemsMore actions
1 item sold by home-gallery
All Natural Wood Chinese Checkers with Wooden Marbles by Brybelly New
( 311382646246 )
Quantity: 2
Add note
 
ORDER DATEOct 12, 2015
ORDER TOTAL
US $28.76
See description
Order All Natural Wood Chinese Checkers with Wooden Marbles by Brybelly NewView similar itemsView seller's other itemsMore actions
1 item sold by home-gallery
All Natural Wood Chinese Checkers with Wooden Marbles by Brybelly New
( 311382646246 )
Quantity: 2

Please see the cut and paste of my email to Mr. [redacted]; his complaint did not have a valid tracking number so I cannot locate the shipment in our system. I await his response.
 
Regards,

 
Dear Mr. [redacted],I would like to personally extend...

my

apologies for your recent poor customer experience with OnTrac.  I assure

you that this is not the level of service that we strive to provide to all of

our customers. I would like to see what I can do to assist, but am in need of

the tracking number for your shipment to do so. The tracking number provided in

the Revdex.com complaint is missing a few digits. Can you please provide the full

number so I can follow up with the delivery facility and customer care team

regarding your concerns, and attempt to locate your shipment?On behalf of OnTrac, and again, I

extend my apologies for any inconvenience this may have caused and look forward

to hearing from you soon so that I may assist you in resolving this issue.

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.

This company is the worst delivery company I have ever encountered. I've had only 2 packages delivered from them in the last 2 years and they will be my last 2 as I will make sure they are not used to deliver any of my packages. First experience was around summer 2015. The company was 3 days late on a set of ATV tires that they claimed they delivered 2 days prior on there online tracking system. We went to there warehouse and asked about our package they had no clue what we were talking about so we asked to speak with the manager (that was no help at all). Gave the manager our contact info and they were supposed to follow up and never did. The next day the package ends up at our door. Never a word from the company. Second mishap. (Dec 2016) Delivery 1 day late. Loud bang at the front of the house like they threw the package at the house. No knock, no doorbell and they left the package out near my garage on the corner of the house in the open where open for everyone too see instead of by my door for which I have a covered porch (Another 15 ft to set the box out of site of the cars on the street an by my door is all I would expect. Do yourself a favor an avoid this company at all costs.

Hello,

Based on the complaint received by the customer, I have addressed her concerns with the local delivery facility to improve future delivery service to Ms. [redacted].

To address Ms. [redacted]’s concerns, I contacted the Manager of the local delivery facility and reviewed the...

concerns from the customer. The Manager has discussed this issue directly with the driver and the driver’s Supervisor and the delivery driver is clear that moving forward, shipments must be scanned delivered at the time of delivery, and if delayed, comments need to be provided so that accurate updated information can be provided to our customers. Additionally, we have reviewed Ms. [redacted]’s concern without our Customer Care staff regarding the lack of updated information provided as we do have methods of communication to obtain updates from our drivers, the drivers’ Supervisors and our Operations facilites.

I have contacted Ms. [redacted] directly via email to apologize for our less than staller performance regarding the delayed delivery of this shipment and the lack of information provided by the Customer Care staff as well. I assured her that we are addressing her concerns. In addition, I have provided her with my direct contact information so that if there are any issues or concerns with future deliveries, she can contact me directly for immediate escalation.

Best Regards,

Customer Care Manager

Absolutely the most horrible delivery service. I will never order anything else for [redacted] because they use this delivery service. The customer service agent that finally called me back after first sitting on hold for an hour and then waiting for a call back for about 2 hours, was very rude and not empathetic at all. My package arrived a day late at 7:57 at night. The delivery person crept up to the door and had I not been sitting on the couch I would not have notice that it finally arrived. When I opened my door the drive did not acknowledge me at all for fear that I was going to say something mean.

This is my SECOND horrible experience with them. I will never use this service or any company that I know uses this service for delivery.

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,

OnTrac deliveries from [redacted] typically miss the "guaranteed" deadline. OnTrac has on occasion marked packages on their website as "delivered" a day before they arrived at my house, they routinely leave packages outside my gate or underneath my street-side mailbox, and most consistently they fail to deliver on time (or provide accurate estimates as to when late deliveries will arrive). I have strongly requested to [redacted] multiple times to discontinue use of OnTrac given their greater than 50% error rate. In general, I would discourage all companies from using OnTrac -- I would happily pay an extra few dollars per shipment to use either USPS or UPS or [redacted].

Several times I have had packages that show delivered but were never delivered (I was home each time). I will contact the company the next day and a few times the packages will "magically" appear. However, each time I'm told to contact the shipper and am dismissed by OnTrac. Many packages never make it to my residence.

Hello,   Based on the complaint received by the customer, I have addressed Mr. [redacted] concerns with the...

local delivery facility.  Our records indicate that our driver had Mr. [redacted] shipment out for delivery on June 17, 2015, but was at the wrong location when the shipment was scanned as attempted.  The shipment did go back out for delivery the following business day (June 18, 2015) and was delivered correctly. 
To address Mr. [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 have made contact with Mr. [redacted] via email to apologize for his less than stellar experience with OnTrac and to advise of the actions we have taken to address his concerns.  Additionally, I have provided him with my direct contact information so that he can contact me directly for any additional follow up, questions or comments now or in the future. 
Best Regards,[redacted]Customer Care Manager

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I [redacted] it's the tracking number she wants I don't have her email she emailed me once and I accidentally deleted it.

Regards,[redacted]