OnTrac

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.

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

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.

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.

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!

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

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

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,

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

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.

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,

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.

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,

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.

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?

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

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 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.

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.

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