OnTrac

I sent an email on 06/14/16 to the consumer at: [redacted] providing my contact information and advised that I would assist them regarding this matter. The original complaint was filed on 10/27/15.  The consumer was concerned with his customer experience.

I cannot believe Revdex.com high rating of this company which leads me to mistrust ANY of Revdex.com ratings. This company routinely lies on it tracking website. It claims packages have been delivered when they have not. Sometimes your package will show up 2 days AFTER they claim it has been delivered, and sometimes not at all. This has been especially egregious since [redacted] started using them and it has made me think twice about giving all my business to [redacted]. You cannot trust this company.

Hello,
 
Unfortunately, I have not received any voicemails from the complainant on my work phone. Please do provide her with my cell: 6[redacted], or my email: d[redacted], as I would like to get more information so that I can further investigate these 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.
I don't have Deborah's contact information to recover my loss. 

Regards,

Ontrac has the worst delivery service. We have home cameras all around our house. Besides that I had family at our house the exact time Ontrac said their driver delivered the package. Driver put FD for delivery. Looked all over the house, including the Front Door and looked on the video from the cameras. Ontrac never even came to our driveway, nor did the drive up our 50ft driveway. They have done this several times and each time they say the same thing, that it was delivered. I call and complain and not all the time but sometimes they show up. BEWARE of their scamming delivery drivers and he prepared to be on hold for at least 45 minutes to get to a representative.

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 shipper. The complainant called in to stop the return to sender,...

but the shipment has already been processed out of the facility. I 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 well. Regards,
Deborah

An e-mail was sent to the consumer advising that I would like to speak with her. I would like to explain to her how she would need to proceed. My contact information was provided to the consumer.

Again....this company has lost my package. Look at all the complaints they have online!!! [redacted] THEM ALL! IM NOT THE ONLY ONE! THIS ONTRAC COMPANY...

DOES NOT CARE ABOUT THEIR CUSTOMERS OR THE PACKAGES THAT WERE SUPPOSED TO BE DELIVERED CORRECTLY OR NOT! UNACCEPTABLE, KEEPING THIS TICKET OPEN UNTIL THIS COMPANY FINDS THE PACKAGE AND STARTS DOING THEIR JOB CORRECTLY! I emailed you a couple links before re: all the complaints. I WILL NOT ACCEPT THIS KIND OF A BLAISE' ANSWER. THEY COULD CARE LESS, SO WHAT ARE THEY GOING TO DO ABOUT IT? DO THEY REALLY WANT TO GET SHUT DOWN? DO THEY NOT CARE ABOUT OTHER PEOPLE AND THAT PERHAPS WE RELY ON THEM FOR KEEPING THEIR WORD AND PROMISES FOR CORRECT DELIVERIES? KEEP IT ALL OPEN. I DONT CARE WHAT IT TAKES....[redacted]

package says delivered, NO PACKAGE. what a scam of a business.

I spoke with the consumer via the telephone and expressed my apologizes for his experience he has had with OnTrac. The consumer was content with having my information for any future contact.

I made a purchase on sephora and used the new "ontrac" delivery services and that was a huge mistake. I place my order on dec. 5 2014 and it was suppose to arrive on dec. 9 2014. I called because it was getting late (7:00pm) for a delivery. I made several attempts to call and get a answer and I actually got hung up on more than once!!!!! After literally an hour of trying to get someone to talk to, I finally got some answer. They don't deliver after 5:00pm and they don't know exactly where it's at!!!!! It's not in Boise Idaho and the next destination isn't known?!!!! What! So I'm waiting still for my delivery. Will never use "ontrac" again. I will be letting sephora know about their new delivery services and the disrespect they give to customers.

Absolutely the worst deliver company ever. They say they delivered an Amazon Prime package to our house, but we were at our home all day and the outside video shows they never came to our house. Had to call their HORRIBLE "customer service"three times, wait on hold for 20 minutes and each time they said we will get back with you in 10 minutes. They never called me back, ever. Four days after the package was guaranteed for delivery by Amazon Prime, I got an email that said "our driver came back and check everywhere, but could not find your package. So Sorry. Contact your vendor". Well he never found it BECAUSE he never delivered it to begin with and our outside video show again that their driver never came back to look for it. This company lies and I believe their drivers either take or destroy packages. I have asked Amazon to NEVER EVER deliver package to me via this company or I will no longer purchase from them. I will pay exact never to have they come to my house.

Good day,
 
I have reached out via email directly to the complainant requesting the best number/time to call so that I may gather more information regarding the situation and assist in getting this resolved. Specifically, I am looking for more details regarding...

the incident, who he has spoken to, who was not responsive, and what, if anything, has been done up to this point.I await his response.  
Regards,
Deborah

[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. [redacted] and I are working through a resolution.  She is waiting for my repair estimates.  Upon receipt, I will forward to [redacted] and will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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,

With the last three months ontrac has lost my package three times. The company left the package without notification and left the package in clear view to the street where people could just take them. We complain over the phone but they seem to push for a "contact the seller" approach rather than doing anything helpful.

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,

It's a courier service. They deliver parcels/packages, big or small. The amount of contact and customer service they have is limited. You either deliver packages (don't even knock just set on door step and run), or answer a phone handling calls. Most times the company OnTrac would leave a solid $500 box worth of goods on my step no knock. Sad to say but once I place an order and see it is them I get upset and worried about what difficulties I will have this time.

Absolute fail to order stuff on Dec 27th, but when I caught wind deliver is on Dec 31st, I was more than thrilled. Realizing it is OnTrac I placed a phone call to see where the driver is and if the delivery will be done. Was informed they had no info but it is out for delivery. I tried back when it started getting closer to the end of the business day, they said they would page the driver to continue the deliver. The time passed even though they said sometimes can deliver up to 9pm with [redacted] packages. Well my third phone call didn't go nicely. I was explaining situation to the representative that I reviewed the website and business is closed on Saturday-, she cut me off taking a stern almost snappy yelling voice, and in a job where tonality and customer service mean everything this is where I lost it, she cut me off with, "CALL BACK SATURDAY MORNING AND YOULL GET YOUR PACKAGE" and that was it. Nothing else besides telling me to call back when the business was closed. Of course this was only a matter of a few days ago... I am still waiting for my package that she promised to me. Filed complaint through [redacted] as well.

Hello,Based on the complaint received by Ms. [redacted], we have reviewed her request and will be issuing her a credit for the remaining balance of her claim.  I was able to make direct contact with Ms. [redacted] to apologize for her less than stellar experience with...

OnTrac and have advised her that she will be receiving credit as requested within the next few days.  Additionally, I have provided her with my direct contact information so that moving forward, if she has any questions or concerns, she can contact me directly for immediate assistance as needed.Best Regards,[redacted]Customer Care Manager

A response was sent to the consumer on 12/08/16, advising that I would need the OnTrac tracking number to further assist them. The consumer provided the order number, which is not tied to how OnTrac searches for packages. We utilize the tracking numbers.  In addition my contact information...

was provided to the consumer as well.