OnTrac

[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.

Regards,[redacted]

I sent an email to consumer, advising that I have reached out to the proper facility asking for additional assistance in researching her package. I have provided the consumer with my contact info via e-mail.

The email communication did not address any aspect of this complaint. Nor did it offer a resolution. I have spoken to a facility manager outside of this forum and he informed me that they were trying to hire better to resolve this issue.

the email address they sent contact information to was wrong. [redacted] is the correct address.

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.

Hello,
We were unable to contact the complainant via telephone to apologize for the

delivery concerns of her shipment and discuss the actions we have taken to

address her concerns, as well as her options; it appears the number we have

on file for the shipment is not a good number....

As a result, we were not been

able to leave a voicemail so we reached out you via

email.I thanked her for reaching out with your concerns and explained that I have reviewed the details of the shipment, and at this point

in time, unfortunately, it does not appear that we are able to locate it. I also offered her an opportunity to file a claim so that she can

be compensated for her loss. I asked her to let me know if she would like to do this so I could forward a claim form to her to complete and submit directly to me, so

that I can ensure the processing of the claim is expedited.  I am awaiting her response. 
Regards,

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.

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.

The settlement requested for this shipment was to be compensated for the products in a shipment that was not delivered. After checking our system, I see that the shipment was in fact delivered to complainant after the complaint was filed. I have reached out via email to offer my apologies for...

the service provided, clearly we missed the mark here. 
Regards,
Deborah

Based on the information that was provided in the

complaint filed by Ms. [redacted], a shipment was delivered that she was not able

to locate.FALSE. THERE WAS NO SHIPMENT TO LOCATE BECAUSE

IT WAS NEVER DELIVERED OR LEFT ON DOORSTEP. I WAS HOME THE ENTIRE WEEK THE

SHIPMENT WAS SUPPOSE TO HAVE ARRIVED. I have followed up with the local Manager of the delivery facility that

services the area where Ms. [redacted] resides to ensure that moving forward, we

request a delivery signature even if not requested to ensure delivery is confirmed. PERFECT I have communicated directly via email with Ms. [redacted] to apologize and I have

updated our data base with delivery instructions to ensure that all future

deliveries are obtaining a signature.  Additionally, I have shared the

information necessary for Ms. [redacted] to file a claim to recoup her losses.

Finally, I have provided Ms. [redacted] Customer Care Department contact

information so that if she has any future questions or concerns, she can

contact us directly for assistance. I HAVE NOT RECEIVED ANY EMAIL AND I WOULD LIKE THE

ORGINAL DATED EMAIL THAT SUPPOSEDLY WAS SENT AND RESEND IT WITH A RECEIPT

REQUIRED. I HAVE HAD TWO SHIPEMENTS COME IN VIA ON TRAC. BOTH SHIPMENTS HAVE

NOT ARRIVED ON THE COMMITMENT DATE.  FIRST SHIPMENT WAS DUE ON A WEDNESDAY AND WASN’T DELIVERED UNTIL THE

FOLLOWING MONDAY, THE SECOND DELIVERY WAS SUPPOSE TO BE DELIVERED ON A

WEDNESDAY AND WAS DELIVERED THE FOLLOWING DAY.  VERIFICATION CAN BE MADE BY THE TRACKING INFORMATION ON MY PAST TWO

SHIPMENTS.  ON BOTH TRACKING STATEMENTS

THERE WAS NO “ATTEMPT OF DELIVERY” LISTED. IN MY OPINION THE DRIVER THAT MAKES

THE DELIVERY IN MY AREA IS NOT BEING TRUTHFUL TO HIS SUPERVISOR. I PAY FOR THE

SHIPMENT TO BE DELIVERED AND I EXPECT IT TO BE DELIVERED ON THE COMMITED DATE.

NOT ONE OR FOUR DAYS LATER. I DO NOT ACCEPT THE RESPONSE MADE BY THE BUSINESS BECAUSE IT IS DISHONEST IN IT'S ENTIRETY.

I have given the tracking number each time I lodged a complaint....

The last two:[redacted]. The last complaint was a delivery to my driveway of a pkg. with a different address. I was told that OnTrac would pick it up and deliver it correctly. Two days later I delivered it myself. That recipient told me she was having the same problem: pkgs. at the end of the drive or in the bushes in front of the house, or very late delivery [11:30 pm]. I have yet to hear from the local supervisor. I have no local number so I can get an explanation.

Hello,Based on the information that was provided in the complaint filed by Mr. [redacted], he had a shipment delivered that he was not able to locate. ...

Mr. [redacted] did contact our offices directly and using our internal technology, we were able to confirm that the shipment was not delivered correctly to Mr. [redacted]’s address.  The driver was sent to recover the delivery from the incorrect delivery address and the shipment was delivered to Mr. [redacted] as soon as the issue was identified.
We have filed a formal complaint with the local delivery facility on behalf of Mr. [redacted] to ensure that Mr. [redacted]’s concerns are being addressed by the local leadership team.  I have spoken directly to the General Manager of the Delivery facility that services the city where Mr. [redacted] resides, and have received confirmation that this issue has been reviewed with the delivery driver and the driver’s Supervisor to ensure that this does not happen again.
I attempted to contact Mr. [redacted] to apologize for his less than stellar experience with OnTrac and provide him with my personal contact information so that if he has any future questions or concerns, he can contact me directly for assistance, but he has not responded to my request for a call back. 
Sincerely,
[redacted]
Customer Care Manager

I ordered a package from Amazon with Same day delivery expecting it to come around 9pm. I never got the package at 9pm and the tracking said that it will be delayed due to a weather or natural disaster issue. There was no issue with the weather and the tracking said it was delayed at 8:39pm and will be delivered asap. It wasn't even 9 pm yet. I called Customer Service which was horrible and they said it will get there at 9pm again. What is the purpose of me getting it the same day if I can't get it on time? Pls watch out for this company.

Regarding the complaint filed by Ms. [redacted], this shipment was delivered on June 9, 2014 to [redacted], and was then requested to be recovered and returned to Ms. [redacted] on June 25, 2014.  We were initially contacted by Ms. [redacted] on July 3, 2014, via phone call to our Customer Care...

Department regarding the whereabouts of her shipment. A search was initiated and it was determined that Ms. [redacted]s shipment was inadvertently returned to another customer, and then deemed lost as we were unable to recover the shipment and forward it to Ms. [redacted].  As a result, Ms. [redacted] was advised that she should file a claim for the lost shipment.  On July 18, 2014, a claim was initiated and processed on August 27, 2014. Because Ms. [redacted] advised there was no declared value, a credit of $100 was applied to her account for the claim submitted.  Below is a copy of our Terms and Conditions, which outlines our liability when no declared value is made: Declared ValueUnless a greater value has been declared on the shipping manifest, or when the consignee accepts liability of the shipment via signature on the delivery notice tag, the company’s maximum liability will be limited to $100 for loss or damage or the actual value of the package contents, whichever is less. I contacted Ms. [redacted] to discuss this issue and advise her that we should not have accepted her original painting as per our terms and conditions (see below), but did understand her frustration in regards to the error of the shipment being sent to the incorrect customer and ultimately lost as a result.  I let her know that I would attempt to have another search completed and requested that she send me an invoice showing the value of the shipment and any photos that would help us to identify her shipment.  At that time, Ms. [redacted] advised that she would be willing to accept payment for half the original value of $3,000.00 to resolve this issue if the shipment could not be located.  I advised her that I would get back to her.What We Will Not ShipOnTrac reserves the right to decline the shipment of certain items. Items we will not ship include, but are not limited to: illegal goods, cash or cash equivalents, negotiable instruments, stamps, coins, jewelry, precious metals, original artwork, antiques, one-of-a-kind items, furs, live animals, fuel of any kind, or any type of perishable goods.As of today, the shipment has still not been able to be located.  To resolve this issue, we will be settling this directly with Ms, [redacted] to compensate her for her loss.  Payment via check will be made directly to her via USPS  We have also held follow up discussions with the local pickup and delivery facility that sent Ms. [redacted]’s shipment to the wrong customer to ensure that they take steps to make sure that this does not happen again.  I have left a message for Ms. [redacted] to apologize for her less than stellar experience, advise her of the results of our investigation and the next steps in regards to compensation. Sincerely,[redacted]Customer Care Manager

Never,never prompt delivery for many months

Horrible service! Takes numerous calls and emails to reach them

Absolutely unacceptable!

> Several times packages were left on the street.

> No attempt was made to call the front door.

> I stay home specifically to open the door.

> The worst delivery service!

Access code was emailed several times,still they don't deliver

Managers don't call back

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Regardless of OnTrac's terms and conditions, I paid for a service and service was not preformed intern my company suffered a monetary lost. OnTrac should be responsible for damaged they caused my company. Regards,[redacted]

An e-mail was sent to the consumer advising that I would be her point of contact if an issue should arise. My e-mail and Business number were provided.

Ordered items from Amazon. Package was listed through the Ontrac tracking as out for delivery for 2 days. Package never showed up. Worst company ever. They will not answer the phone. On hold for over an hour twice!

[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.]*rong>

I have reviewed the response made by the business in reference to complaint ID 11693768, and find that this resolution would be satisfactory to me.

Regards,

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