OnTrac

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 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

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

[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
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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

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,

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

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

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

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.

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.

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.

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.

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.

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.

For the second time, [redacted] has used OnTrac to deliver items I have ordered from them. On both occasions, OnTrac's data about delivery of the package was not accurate. I contacted OnTrac and was told it might be a driver error (The customer service rep suggested the driver hit the wrong key on on their computer at the time of delivery). This company has a VERY poor history when it comes to performing their job. [redacted]'s affiliation with this company is concerning to me. If I required a product from [redacted] and it was without fail necessary that it arrived on time, I would look elsewhere as I can not trust OnTrac to get items delivered on time.

We have a sonsiten problem with Ontrac. We use [redacted] and [redacted] uses Ontrac for low level purchases. As an [redacted] Prime Member I pay extra to have items shipped to home by a certain time. EVERYTIME I use Ontrac they NEVER show up on time. They dont call and will even lie on the weather if they dont deliver the package. I order a charging cord for my tablet and pay extra for next day delivery. I got three days later. Currently I am sitting on hold trying to put a hold on the package my wife ordered and she hung up after an hour. Now it's my turn and i've been on hold at ###-###-#### now for 19 minutes and counting. I pressed 1 after dialing ###-###-#### to speak with a representative and no one answered the phone. Still on hold 21 minutes and counting. Is there no accountability for this company? Who will help consumers get packages delivered to them? Please do not use ONTRAC!

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].

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.

Several times I have had packages never received that OnTrac claims were delivered. A case in point is that I received a text message that my package was delivered by them at 12:12pm today. I just got off the phone with Amazon and they stated the delivery will not be until tomorrow!!!! This is not an exception but the rule with this company.

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]