OnTrac

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.

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.

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]

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,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

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 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,

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

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

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. ...

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

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

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

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.

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.

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.

Packages have recently been left halfway up the driveway exposed to the elements. Attempts to call and rectify the issue lead nowhere given that no one answers the phone.

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.

OK, this is pretty much a case of fraud. 1. Last week Ontrac reported having delivered an [redacted] delivery. We were home, there was no delivery. 2. Talked to Ontrac, who swore they would track the package down. Never heard from them again. 3. [redacted] re-sent the package, which arrived via [redacted] 4. Just now, a woman walked up to our front door, left an Ontrac door tag reporting they had tried to deliver a package, and took off in her Prius. Didn't knock - didn't leave a package. My wife saw the whole thing, noting later that the woman already had the door tag in her hand as she was walking towards the house. What is Ontrac's game here? To be able to tell [redacted] that they tried to deliver a package which they've presumably lost? Seriously? With people at home to see the whole thing? That's fraud.

Of many expected deliveries by Ontrac in the last year or so, not one of them was successful. My experiences encompass: packages delivered to some other address (packages never located); claimed delivery attempts but no evidence of such attempts other than once, a completely blank door tag was left; I sat in the front yard for two hours waiting for delivery--checking the online tracking every few minutes--no delivery yet a couple minutes after 9pm the tracking indicated the package was delivered; online tracking information says "other reason"(?) for failed delivery; and the worst and most recent--after 4 failed "attempts" to my home address, I asked for redirection to my work address where we have a 24-hour shipping & receiving department yet the package instead sat in Ontrac's warehouse for three days and was then returned to sender. It does not appear that this company is held accountable for any of this--just check [redacted] for a thousand other experiences just like mine.