OnTrac

Hello,   Based on the complaint received by the customer, I have addressed his concerns with the local delivery...

facility.  The delivery driver who was delivering shipments to the receiver’s location on December 4, was new and not aware that deliveries to the [redacted] campus needed to be delivered directly to the end users.  As a result, the delivery driver inadvertently delivered the shipments to the central receiving area where they remained until the Shipper advised us that the receiver was claiming non-receipt.  As soon as the shipper advised us of the issue, the regular delivery driver for the Campus was sent back to distribute the delivery to the end user.  Our records indicate and Mr. [redacted] has confirmed that he did receive the shipment of paper on December 11, 2014. 
I have contacted Mr. [redacted] directly via phone to apologize for our less than staller performance regarding the delayed delivery of this shipment and assured him that we are addressing his 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.  Additionally, to ensure that if Mr. [redacted] has any questions or concerns with future deliveries to his location, I have provided him with my direct contact information so that he can get immediate assistance as needed moving forward.
Best regards,[redacted]Customer Care Manager

Hello,

In regards to the complaint filed by Mr. [redacted] regarding inappropriate conduct of the delivery driver to his neighbor's home, I have contacted Mr. [redacted] via phone and left a detailed voicemail and sent a follow up email to him to encourage him to contact the local authorities...

in his City to file a formal complaint / report regarding this issue. I have advised Mr. [redacted] that the driver delivering the shipment is an Independent Contractor and not an employee of OnTrac. To assist Mr. [redacted] with following up on his requests for reimbursement of hotel fees, etc., I have also provided him with the name and phone number of the Regional Service Provider that contracts the drivers in his City and who would be the proper contact to submit his requests for reimbursement to along with providing detailed information regarding the driver who was delivering to his neighbor on the day in question.

I have apologized to Mr. [redacted] for this less than stellar experience with our Company and have provided him with my direct contact information in the event that he has any additional questions or concerns and also to provide to the local authorities for additional follow up as needed.

Sincerely,

Customer Care Manager

An email was sent to consumer advising that her situation was being researched regarding her package not being delivered. A service request was open on behalf of the consumer. My information was provided as well as a point of contact.

Hello,Please note that this is a duplicate complaint, previously submitted via the Oregon/Washington Revdex.com as case ID [redacted].  This was responded to on May 7, 2014.  Below is the response sent regarding this complaint:Hello,Based on the information that was provided...

in the complaint filed, Ms. [redacted], she had a shipment delivered that she has not been able to locate. Ms. [redacted] did contact our offices directly and we sent the driver back to attempt to help the customer locate the shipment, but unfortunately, when the driver returned, the shipment was no longer at the delivery location. We have made multiple attempts to contact Ms. [redacted] via the phone number provided on several occasions, but the call cannot be completed as dialed.  Based on the complaint, I also made several attempts to call Ms. [redacted] and the call could not be completed. Additionally, I sent an email to Ms. [redacted] requesting she call me back, but have yet to receive a response.Via our internal technology, we have been able to confirm that the delivery was scanned delivered at the receiver's delivery address. In addition, to help ensure that there are no issues with future deliveries, we have updated instructions to advise the delivery driver that a signature should be obtained for all future deliveries, even though the shipper may request shipments be left without a signature. On behalf of OnTrac, I would like to offer an apology to Ms. [redacted], but have not been able to make contact with her. Unfortunately, because we have not been able to help locate this shipment or make contact with Ms. [redacted], she will need to contact the shipper at this time to request a replacement or refund for the purchase.Sincerely,[redacted]Customer Care Manager

I responded to the consumer with an apology e-mail for her poor experience she had with OnTrac. In addition, I have provided the consumer my contact information stating that I would be her point of contact going forward if she should experience another issue.

This is the third time in a row this has happened. This particular time, it is worse than ever. I ordered a product via amazon and paid for same day delivery. OnTrac is used for this. The package was to arrive by 9pm Thursday the 14th of April 2016. The tracking said at 8:28pm Thursday the 14th, the package was delivered:Left at front door. It is now 10:27am Sunday the 17th of April. No package yet. I called them on the 16th. They said the carrier must have scanned the package before it was delivered. I believe they are instructed to do so. This method makes it look like they are reputable service. They are not. Same day delivery and it is now Sunday for a Thursday delivery. They are falsifying records to make themselves look good. No offer of a credit or refund on the shipping was offered. they made it sound like it was my fault they have not delivered the 2 pound package. this is the third time this has happened. I can understand a late arrival, but to regularly document it has been delivered, when it has not, is fraud to me.

I received an email stating that a delivery was coming today so I stayed home awaiting it to show up. Late in the day I went on their website to check the status and it said "delivered at 11:27 AM" My front porch is secure and nothing was left. After researching the company there seems to be a lot of similar reports. I am therefore reporting my experience as I think the drivers are not actually delivering merchandise. Feel free to contact me if you need anything further.

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. We received a check from OnTrac for $366.30, thanks for resolving the issue in a timely fashion.Regards,[redacted]

I was looking for a way to report this, and I am not sure what to do, but Ontrac regularly reports packages to be delivered before they deliver them, showing that they were dropped at the office or signed for. I have had this happen 4 or 5 times while ordering through [redacted], and they lie about the delivery times to meet the Prime shipping requirements.

The customer had requested that OnTrac address his concern regarding poor service he had received. I reached out to the customer via e-mail on 06/18, providing a formal apology. In addition my e-mail and phone number was provided to the customer so that I would be his point of contact if another issue should arise. The customer responded back to me, via e-mail thanking me for addressing his issue. ...

Provided consumer my contact information. Advised that if any further issue should happen, I would be the point of contact for them.

I have lost 7 separate deliveries send via Ontrac because the carrier keeps leaving the packages in the public and un-secure mailroom.

My apartment complex has a front desk connoisseur that receives all packages from other carriers. [redacted], and [redacted] have no issue leaving packages with the front desk.

For some reason Ontrac will not, resulting in constant theft. I have told [redacted] to stop shipping via Ontac due to a complete lack of common sense for delivery realities, but sometimes packages still get shipped via this subppar Ontrac service.

I will keep this simple: DO NOT LEAVE PACKAGES IN A PUBLIC LOCATION BECAUSE THEY WILL GET STOLEN.

Good afternoon
I would like to follow up with the delivery driver but cannot do so without a shipment tracking number. Can you please provide that so I can assist you?
 
Regards,
Deborah

Hello,
 
I have reviewed all of the system comments, and the complaint is accurately represented. The driver did leave the shipment with a Proof of Delivery name of 'mail room'; I have reviewed the system and the GPS data collected at time of delivery confirms...

that the driver was in fact at the delivery address when the shipment was scanned as delivered. Regardless, the package was never received. Please have the complainant contact me directly at [redacted] so that I can assist him with filing a claim. 
Our apologies on this poor level of service; clearly not the level we strive to provide.
 
Regards,
Deborah

Waiting for package that was supposed to be delivered a week ago. I have tracking information and have been able to watch the activity of my package where it went from Seattle to Grants Pass (where it is supposed to be delivered), to Medford, to Vancouver, back to Medford where it looks like it is just sitting. Emailed OnTrac customer service and called the number listed asking about status of my package sitting in Medford and this person really didn't have a clue. I did get an email back saying my issue has been submitted. Still no answer or package. How can a business with so many delivery issues have so many stars??? I would never choose this freight company, actually I had never heard of this company until this week.

They said they delivered a package on Nov. 4. Never received it. I was suppose to receive this package between Nov. 3-7. My first contact with them they said they were having trouble delivering it. No reason what the problem was. Then they told me it was delivered Nov 4th. Then they told me, yesterday, Nov. 10 they would deliver my package by 7 pm. No package ever arrived. Then they said the driver couldn't find it. Now they say that I will have to go through my credit card company and ask for a charge back, as they say it was delivered. After reviewing hundreds of complaints about this company, I believe it needs to be investigated as to where all of this "undelivered" merchandise is ending up.

I responded to the consumer on 12/15/16. I extended a formal apologize to the consumer and advised the consumer that I would be more than happy to discuss the matter with him. The customer did not provide any type of tracking number for me to review his issue in detail. My contact information...

was provided to the consumer as well.

Was supposed to have package delivered today but the driver decided to turn around and log in that it is undeliverable because I am in a gated community. Instead of calling me so I can let him in he just left. Never had this problem before with any courier for delivery. Will make sure that shippers will not use them when I place an order otherwise I will not order from that company.

As with any other shipping company, our system functions off of tracking numbers. I have reached out to the complainant, and requested the tracking number, but Ms. [redacted] was not able to provide the tracking number. Unfortunately, I am unable to find the shipment in our system to further investigate...

the issue and seek resolution for Ms. [redacted]. To address Ms. [redacted]’s concerns with the information that was available, I have issued a formal complaint with the Manager of the local delivery facility to ensure that this is addressed with the delivery driver and his Supervisor to ensure that in the future, all efforts are being made to gain access prior to leaving Ms. [redacted]’s delivery location. I have sent an apology to Ms. [redacted] regarding the inconvenience this has caused her and provided her with information on the actions we have taken to address her concerns.  Additionally, I have provided her with my direct contact information so that if she is able to locate the tracking number, she can forward it to me and I will resume the investigation on this issue for her, or to assist with any future deliveries.Best regards,[redacted]Customer Care Manager

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]