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]

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

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,

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

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.

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.

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]

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 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.

This is the second time I've had an issue with this company. First was on Nov 2nd, 2016 & today Dec 6th, 2016.

The first time, a package was left for me OUTSIDE of my apartment building downstairs, where anyone could grab it. I didn't even know until a kind neighbor brought it up and told me. I had called their customer service, they said I'd get a call back form upper management within 48 hours to explain how my issue would be resolved & what action would be taken. Today's was left also downstairs of the complex again, and I luckily came home before someone could grab it. I called the company again and was lectured on what "ground delivery" meant and this time she said she made a note on my account that packages could only be left with management of the complex or with me personally. This is beyond ridiculous and terrible business!

Horrible Horrible service. Can never deliver on time or to the right state. Worse service and they lie about delivering. Said my package was delivered and three days later it showed up. Amazon is using them and now prime is not 2 day shipping. It's more like 6 day shipping. Horrible customer service too.

Packages left by side of road, thrown into bushes or yard, left in middle of access road. Packages often damaged. Packages left in rain, snow, sleet without being placed inside plastic bag. Have had multiple incidents where tracking status shows item as "delivered" on certain day, specific time but it wasn't. I'm elderly, disabled and rarely leave home. Can hear/see if package put on porch. Have had packages magically appear days after being supposedly delivered. Or never show up.

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!

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 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.

I ordered a few items from [redacted] who decided to split the delivery into 2 shipments. One from [redacted] and the other from [redacted]'s website is very sparse and offers limited information about what is actually going on about your package, but that was OK, no big deal. The website says it was scheduled to be delivered on 4/8. It made it as far as Denver before the website stopped showing any progress. The 8th came and went with no delivery, not even a change in status. The package sat 60 miles away for almost a full day. I then called [redacted] on the 9th to find out the status of the package. The rep informed me that the status of the package was 'lost'. 'Hmmm...ok, what can I do for some recourse' I ask.Get in touch with your sender and see if they can send a replacement'. Ok. [redacted] says that now the website says the package is 'Out For Delivery'. Interesting. I contacted each customer service about 10 minutes apart, mind you. So were you waiting for me to complain about the package before you actually decided to deliver it? I get many packages delivered all year round and have never had an issue with a package just being 'Lost' and then miraculously found 10 minutes later. I won't ever use them again and will never shop from any place that uses them for shipping.

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]

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

Hello,
I have read Mr. [redacted] response, and his statement that he has been speaking to me. I assure you I have not spoken to Mr. Brunner, but would like to. We do have other Deborah's in the Customer Care Department, so perhaps it was one of them and he assumed it was me?
Please ask that he reach out to me directly so that I can assist him in his efforts to resolve this situation.
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.]*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,