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 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

[redacted]...

[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,

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 advised the consumer that we our researching this issue in order to rectify the situation. I provided my contact information to the consumer as well.

The business response is not truthful.
Attached please find the entire thread of email communication I have had with Ontrac thus far.  In the most recent email I received from ontrac, I...

was asked (the second time) to contact the vendor (shipper) to resolve the matter.  Nowhere did Ontrac provide any contact information other than its official customer cr, and nowhere did Ontrac indicated that it is willing to resolve this matter directly with me.  I actually called Ontract at the toll-free customer cr three times before.  The first two times I was on hold for an extended period of time without being able to connect to anyone.  The third time I left a call-back number but never received a response either.

There was no explanation why my package was 4 days late (paid for same day shipping). There was no explanation as to why their...

drivers consistently lie about delivering packages under their "tracking" info. There was no remorse  or shock that they provide such a terrible service. There was no offer to attempt to fix their business practices. There was no acknowledgment that they consistently fail to fulfill the service they are paid to do. This company is committing fraud as I'm sure they get paid for "same day" delivery quite well, yet they never fulfill that service to the recipients.

Sent Consumer an email with my contact information. Advised that I would be the point of contact  to help them and to listen to any concerns they may have.

I have reached out the consumer, in addition my contact has been left. The consumer was advised as to what steps are needed to resolve the issue.

I've attempted to contact ontrac but have not received any response to my email. I've also not received my item nor have I received any reimbursement. I'm still waiting

Worst delivery service I have ever had to deal with. They make USPS look good. First they delayed my package by 1 day.....fine.....it happens it's the holidays.......then by another day.......then they say the package is delivered when it was NOT! That or my package was stolen. Apparently this happens to a lot of people that had to deal with OnTrac. I tried calling and was put on hold now for 24 minutes and counting.......

Worst shipping company ever. Couldn't find my address and then instead of trying to redeliver it the next day after explaining to them how to get there they just returned my package to the seller.

We have ordered items from Amazon, and they have been shipped using Ontrac. Ontrac continuously misdelivers the items. They apparently cannot read roadsigns or mailboxes. We reside on EAST Gamebird and Ontrac consistently delivers to WEST Gamebird. Are the Ontrac drivers illiterate? We have spoken with both Amazon and Ontrac to try to resolve this ongoing issue, however, they either don't care about their customers or they or just totally irresponsible in the performance of their duties.

On Trac was supposed to deliver my package on 1/27 however today is 2/1 and they still misplaced my package. I called several supervisor and they all say they're doing something but when you talk to the second supervisor they say they only wrote a note but did not take another step. This all started when the delivery guy scanned the package delivered on 1/29 when it was still in his truck and was never delivered. At this moment my package is lost and no one at ontrac can help me or figure out this mystery! If I have to choose a carrier it will never be ontrac I'm not sure how they've stayed in business for so long! This isn't the first this has happened either.

This package was supposed to arrive on Tuesday November 10 as it was ordered Express Delivery. The delivery did not arrive. The office was closed on Veterans' Day. The package was not delivered the following day as offices close at 5 PM. Many people were counting on this timely delivery.
I am obviously extremely disappointed and will never rely on them again. I did receive a nice automated reply to my inquiry that did absolutely no good.

I ordered a computer part from a local computer company in my hometown and they had it shipped through this lousy company ontrac. We got charged for over next business day shipping and well it never showed cause of what they say unforseen weather conditions? uhh yeah right.. Called them and it took them 1hr 22min to contact me back and when they called the woman was like ohh Im so sorry for this but it's been put on a truck today and it will be here today before midnight? WTH?? Worst company ever do no do shipping business with this company!

OnTrac Shipping is one of the courier organizations to which Amazon is now outsourcing, and despite my payment for one-day delivery, I see that my package is still in OnTrac's Tucson distribution center three days later.

Hello,  I have reached out to Ms. [redacted] and apologized for her less than stellar experience with the delivery of her...

shipment.  Our records indicate that our driver attempted to deliver this shipment to the address that was listed on the shipment label and stated that the address was not correct.  Ms. [redacted] did contact us to request a change to the delivery address later the same day. 
I explained to Ms. [redacted] that because of the nature of the products this Shipper sells, they have very strict rules in place regarding re-routing shipments or updating addresses.  We did reach out to the shipper to request authorization to change the address as requested, but did not receive a response to our request.  On May 8, 2014, Ms. [redacted] called us again to advise that she no longer wanted the shipment and requested that we return this to the shipper as she no longer wanted the shipment.  This shipment has been processed for return today per Ms. [redacted] request.   Ms. [redacted] confirmed that although frustrating, she does understand the security measures in place.  To further assist Ms. [redacted], I have provided herwith my direct contact information for any further questions or concerns she may have regarding this shipment or any deliveries in the future that may be delivered via OnTrac.    Best Regards,[redacted]Customer Care Manager

I would like to assist Mr. G[redacted] with his concerns. My contact information is provided ###-###-####. Thank you; Eddie Baldenegro

On 09/01/2016; I spoke with the consumer in regards to the service she was provided. During this conversation the consumer shared with me, that she was frustrated because we have either lost packages or not delivered them timely. I advised the consumer that would help her going forward if any...

issue should happen again. I provided her my e-mail and cell phone number.