OnTrac

Hello, On 03/14/17, via the telephone I spoke with Mr [redacted] about the poor customer experience he had with OntracDuring my conversation with Mr [redacted] , I advised him that I would be filing a drivers complaint on his behalfIn addition, I made Mr [redacted] aware that I would like to give him my contact information in the event he should need any help going forward

Hello,Based on the information that was provided in the complaint filed, Mr [redacted] had a shipment delivered that he did not sign for and he did not receive Mr [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 Unfortunately, we have not been able to confirm if the driver possibly mis-delivered the shipment to an incorrect address or apartment We have notified the shipper of this issue to help ensure that the refund requested by Mr [redacted] is not disputed and I have followed up with the local Manager of the delivery facility that services the area where Mr [redacted] resides to ensure that moving forward, we attempt to obtain signatures for all deliveries to Mr [redacted] resides, even if the shipper requests the shipments be left without obtaining a signature so that this does not happen againI have attempted to contact Mr [redacted] directly to apologize and provide him with the actions we have taken to address his concerns; however I have not heard back from him I have left Mr [redacted] a voicemail with my personal contact information so that if he has any future questions or concerns, he can contact me directly for assistance [redacted] Customer Care Manager

Hello,Based on the information that was provided in the complaint filed, Mr [redacted] had a shipment delivered that he did not receive Mr [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 locationThrough our internal technology, we have confirmed that the delivery driver was at the receiver’s location at the time the delivery scan was completed, however, this is a large complex with multiple buildings and multiple units within We have confirmed with Mr [redacted] that he has already received a replacement from the shipper Additionally, I have followed up with the local Manager of the delivery facility that services the area where Mr [redacted] resides and this has been addressed with the delivery driver and his Supervisor to ensure that moving forward this does not happen again.I have contacted Mr [redacted] directly to apologize and provide him with the actions we have taken to address his concerns Additionally, after talking with Mr [redacted] , I have updated our data base with delivery instructions for all future deliveries to advise the driver to knock first and if Mr [redacted] is not home, to leave shipments on the back patio instead of at the front door I have provided Mr [redacted] with my personal contact information so that if he has any future questions or concerns, he can contact me directly for assistanceSincerely, [redacted] Customer Care Manager

I have not received any correspondence from this company via email or telephoneOnly on my part in regards to the package missing has there been contact and it was me who called them and emailed them

Good day, I'd like to offer my sincere apologies for the delivery issues, as well as the lack of follow upThe system does show that the complainant called in, and the system has been updated with the gate code info needed for the driver to gain accessAdditionally, it shows that the shipment was left by the front doorThe address displays a unit number, so it appears that this may be either an apartment or condo unit, which we discourage the drivers leaving shipments at front doors due to the amount of foot trafficI'd like to help the complainant in the filing of a claim if the shipment was not actually receivedPlease have them contact me directlyI can be reached at [email protected] Regards,Deborah

I spoke with the consumer on 12/14/He confirmed that his package was receivedI apologized to the customer for the package being lateThis issue has been resolved as of 12/12/

Hello I sent a follow up e-mail to MrHuang with my contact information asking him to contact me to discuss the matter at hand

I provided my contact information and advised the customer that I would be happy to discuss his concerns with what transpired

Guys and Gals,From an e-mail sent to you earlier that you said was not neededHere are a couple of photos from an Amazon delivery todayThe box has "ONT2" on it so I am assuming OnTrac as its placement is "normal" OnTracAmazon order [redacted] Tracking number [redacted] Put on the back patio wall which is in plain view of passers by and out of my viewI only found it because I was taking out the trashThanks, [redacted] Cell [redacted]

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

Revdex.com: 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, Darleen R [redacted]

After review of the shipment history, our system reflects that multiple attempts were made, separate door tags being left each time, but an actual delivery was not ever made, and then a return to sender request was approved by the shipperThe complainant called in to stop the return to sender, but the shipment has already been processed out of the facilityI will reach out to the complainant and offer my apologies, but unsure of how or what else I can do, so I will ask that as wellRegards,Deborah

Hello, I sincerely apologize for any delay of delivery that the customer has encountered As with other shipping company, our system functions off of tracking numbersUnfortunately, I am unable to find the shipment in our system to further investigate the issue and seek resolution for customer I reached out to the customer via phone to obtain further information regarding the delivery, but was not successful in getting through I did leave a voicemail with my direct phone number and followed up via email to express my apologies for the less than stellar performance that was encounteredIf there are further questions or if I could be of further assistance, please feel free to reach out to me at ***@OnTrac.com Best regards, Xiong L*Customer Care Manager

I sent the consumer and e-mail advising that I would need the tracking number of his package, so that I may further assist himAs with any shipper, the tracking number is a key component when researching items as such

Hello,Based on the complaint filed, I called Mr [redacted] to apologize for the inconvenience that he experienced as a result of his shipment being returned to the shipper Mr [redacted] was unable to provide me with the tracking number for this shipment, but we were able to locate his address in our data base and have updated instructions for the delivery drivers for any future deliveries that may be addressed to Mr [redacted] advising that the driver will need to utilize the call box upon arrival and ensure that a door tag is always left if Mr [redacted] is not home to receive deliveries.I have provided Mr [redacted] with my direct contact information so that if he has any additional issues or concerns, now or in the future, he can contact me directly for assistance.Sincerely, [redacted] * [redacted] Customer Care Manager

Good afternoon,The complainant has stated that they do not wish to have further communication with OnTrac, but has also, apparently, stated the issue is not resolvedI am unsure at this point what additional steps I can take to resolve the issue, but if complainant wishes for me to attempt to do so, I am more than happy to assist.Regards,Deborah

I sent a follow up e-mail to Ms [redacted] with my contact informationI had advised her that I would be happy to try to help her in any way possible

Hi,Based on the information that was provided in the complaint filed by Ms***, she had a shipment that showed delivered, however she did not have the package in her possession Ms*** did contact our offices directly on 7/and we were able to identify that the delivery did have an incorrect disposition scan of "delivered" The disposition was corrected and the driver scanned the package out for delivery again on 7/ Unfortunately the package was not delivered until 07/ We did confirmed with Ms [redacted] to ensure that the package was in her possession.We have taken steps to address the issue with the driver's supervisor to ensure that the driver utilizes correct delivery scans and that all deliveries are made in a timely manner.Should you have any questions or if I could be of further assistance, please feel free to reach out to me at [redacted] .Thanks,Xiong L*

Based on the information that was provided in the complaint filed, the complainant had a shipment ordered that was lost in transit and not delivered Our offices were contacted directly and we conducted a thorough search for the shipment, but unfortunately, we have not been successful in locating it and as a result, this has been declared a Lost Consignment We have addressed this with the local delivery facility to ensure that the issue is addressed with the sort team at the local delivery facility to ensure that this does not happen again as we believe that this shipment may have been mis-sorted to another receiver in error and we have not been able to recover We have spoken to the complainant directly during the additional requests for searches to ensure that they were being updated on the actions taken and to apologize for the less than stellar experience with OnTrac We have explained the various processes that were taken to attempt to locate the shipment We are more than happy to assist in filing a claim for the lost product.Regards,Deborah

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