OnTrac

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

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 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.

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.

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.

This company is the worst with deliveries. They have repeatedly failed to deliver packages on time, failed to deliver packages after admitting their own errors, and failed to deliver packages with all the items inside.

They say they cannot get inside my complex due to a lack of gate code, but I give the gate code and they still fail to deliver. Their Yelp review in Orange County, California is nothing but 1 star reviews. Not a mixture. ALL 1 star reviews. If they allowed 0 stars, I'm sure it would be 0.

I was expecting a package with 4 items for same day delivery. 6 days later, and multiple failures (and screw ups on their part), I still don't have all 4 items. I think they are lying about trying to deliver and just marking my order as "couldn't deliver because of gate code" especially when they send that notice 1 minute after the delivery deadline.

There website tracking said package was out to be deliver but they never came by, I was home waiting all day. Said redeliver but again home all day. No attempt was made by ontrac. I called their number but never got a call back. Amazon said they reurned the package to Amazon but the tracking said it was held at wherehouse. Never had a package not a rive until OnTrac.

The last 3 times that Ontrac has delivered packages to my house (and allegedly placed in the locked lobby), they are never there when I go to pick it up. However, all other packages by FedEx, UPS, and USPS are never stolen. I'm starting to think that Ontrac may not deliver these packages or perhaps the packages have been stolen by the drivers themselves. I find it very odd this only happens with Ontrac, and every time Ontrac has delivered my packages.

OnTrac has consistently delivered mail to our address and we have called their customer service line to no avail. We have even put a sign up and that has not helped. They have left packages requiring a signature out in the hallway and this is a public building. As I shop at [redacted] some of my items I shop for that come to my home that should be Same-Day delivery were not delivered because OnTrac put that the "Business" was closed. My home was closed. They are NOT a good company,

I ordered one day delivery on Amazon and was expected to be here on September 4 2015. It's now the next day. I check my package on Ontrac website and it says that my package was attempted to deliver but they lied. I was home and when they didn't bother to ring the fken doorbell or knock on the door. This is so unprofessional. I pay for one day delivery and expect it to be here the next day. I'm the customer and I paid. Waste of my money. Amazon needs to get rid of Ontrac.

I ordered a package from [redacted].[redacted] that was shipped with one day shipping by OnTrac. The item had a guaranteed delivery date and did not show up. The package was then delivered the next day and the tracking information was changed to say that it was delivered the day before so I can't make any complaint because their info shows it was delivered the correct day.

Hello,

Based on the complaint received by the customer, I have addressed his concerns with the local delivery facility.  Our records indicate that our driver was delivering on July 23, 2014 without a handheld scanner to capture real time delivery activity.  When...

updates

were being entered into our system manually, the driver inadvertently reported the shipment had been delivered when in fact it was not due to accessibility issues caused by local construction blocking the driver’s access to the receiver’s location on the expected

delivery date. 

The shipment did go back out for delivery the following day and was delivered directly to the customer on July 24, 2014 at 2:55PM.  I have contacted Angelo 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.  I have also provided

Angelo with my direct contact information so that if there are any issues or concerns with future deliveries, he can contact me directly for immediate assistance.

Best regards,

Customer Care Manager

Hello, Mr. [redacted] raised concerns about the delivery driver parking in his driveway, parking on the wrong side of the street and dangerous driving in general, as well as the delivery driver failing to ring the doorbell at the time of delivery to ensure that he is alerted at the...

time of delivery. We have addressed Mr. [redacted] concerns with four separate drivers who deliver in his neighborhood to ensure that they are aware of these concerns and to ensure that there are no future issues. I have contacted Mr. [redacted] directly to apologize for our less than staller performance regarding the driving habits of the drivers and assured him that we are addressing his concerns.  In addition, I have provided my direct contact information to Mr. [redacted] so that he can provide a recent tracking number so that we can update our database with instructions to please ring the doorbell upon arrival moving forward.  He is also going to forward me video of recent deliveries so that we can follow up directly with the delivery driver that delivered on the dates that these incidents occurred.  I have invited Mr. [redacted] to contact me directly for additional assistance, now or in the future.Best Regards,[redacted]Customer Care Manager

I informed her that it was EVENTUALLY delivered, so she doesn't...

need a tracking number to look at the status. Having that information in now way changes the way they went about taking care of their customer, and I'm not the only one who has had major issues with this company. All you have to do is google "OnTrac" and you will see tons of reviews with the same complaints that I presented when opening this complaint.

I received an email from Deborah S[redacted] (Ds[redacted])  stating that she had been trying to contact me via phone.  I called her at her "direct" line [redacted], and left a message with my direct phone number as well as information that I had witnessed an Ontrac Representative unloading a van of packages to unit F42 at A Family Discount Storage,  [redacted].  I know this because I also have a storage unit at this facility, and I witnessed a storage unit 60% full of packages, the majority of which had [redacted] Branding.  I made several attempts to directly contact Ms S[redacted] and never received a response back.  
 
My expectations for resolutions have not changed.  However, additionally I feel that some additional research to that storage unit should be done.  If this happened to me, how many others did it happen to?

I appreciate that Ontrac contacted me via...

email and phone regarding my complaint. I received the package on 10/18 that was marked as delivered on 10/5. I recognize that mistakes happen, nevertheless I hope that Ontrac will be extra vigilant in making sure that packages delivered on-time to the correct address. I have received my package, which was my desired resolution to this complaint ([redacted]) and therefore have accepted Ontrac's resolution of the complaint.

Regards,

The package was received, but in excess of three weeks after being...

received locally by the transport company.  I consider this issue resolved but do feel the service and communication from OnTrac was severely lacking.  OnTrac representative gave me verbal guarantee that the package would be delivered on the day I made this complaint yet it was nearly a full week later that it finally arrived.  

Regards,

Hello, As with any other shipping company, our system functions off of tracking numbers. I have reached out to the complainant, and requested any additional information, such as the tracking number(s),  names of employees, etc., but have yet to hear back. Unfortunately...

until I do, I am unable to even find the shipment in our system, let alone further investigate the issue, and seek resolution for the customer. I really would like to dig into the details and find out exactly what has transpired and why, but until I hear back, I am unable to do so. Best regards,[redacted]Customer Care Manager

Hello,Based on the information that was provided in the complaint filed, Mr. [redacted] had a shipment delivered that he did not receive.  Mr. [redacted] did contact our offices directly and we sent the driver back to attempt to help locate the shipment, but unfortunately, when the...

driver returned, the shipment was no longer at the delivery location. Through our internal technology, we have confirmed that the delivery driver was at the receiver’s location at the time the delivery scan was completed, however, this is a large complex with multiple buildings and multiple units within.  We have confirmed with Mr. [redacted] that he has already received a replacement from the shipper.  Additionally, I have followed up with the local Manager of the delivery facility that services the area where Mr. [redacted] resides and this has been addressed with the delivery driver and his Supervisor to ensure that moving forward this does not happen again.I have contacted Mr. [redacted] directly to apologize and provide him with the actions we have taken to address his concerns.  Additionally, after talking with Mr. [redacted], I have updated our data base with delivery instructions for all future deliveries to advise the driver to knock first and if Mr. [redacted] is not home, to leave shipments on the back patio instead of at the front door.  I have provided Mr. [redacted] with my personal contact information so that if he has any future questions or concerns, he can contact me directly for assistance. Sincerely,[redacted]Customer Care Manager

that is because it arrives three days late and not only three days late and almost didnt arrive on the third daysaying that my so-called home a.k.a. business was closed even though there was a sign in the front door to drop off the package and your apply a month later that is crap