OnTrac

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

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!

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.

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.

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.

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.

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.

[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,

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.

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.

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.......

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.

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.

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.

Although the company did send an...

apology and a phone number to call should any future problems arise, the company did not address the deceptive practices they engage the consumer in on their "tracking" page.  They also did not offer an explanation for why the shipment was "out for delivery" on five separate occasions, nor explain why they told the [redacted] representative that they would deliver the package the next day and did not.  The delivery was neither reliable nor timely.

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

Spoke with consumer on 10/07/16 via the telephone. Advise that pkg should be delivered today or possible weekend delivery. My contact information has been provided via e-mail.

I spoke with the consumer on 12/14/2016. He confirmed that his package was received. I apologized to the customer for the package being late. This issue has been resolved as of 12/12/2016.0

An e-mail was sent to the consumer advising I would be the point of contact. I also escalated the consumers issues further.

I sent a follow e-mail to the consumer advising that her situation has been escalated to the appropriate person. In addition, I sent an e-mail to the Ontrac representative on 9/11 and will be following up with them on  09/12 regarding this matter, until the consumer issue has been resoled.