OnTrac

Hello,Based on the complaint received by the customer, I have addressed her concerns with the local delivery facility to improve future delivery service to Ms. [redacted].  Our records indicate that our driver delivered a shipment addressed to Ms. [redacted] on April 4, 2015 to the leasing...

office of her complex instead of attempting to deliver to her front door first.  To address Ms. [redacted] concerns, I contacted the Manager of the local delivery facility and reviewed the concerns from the customer.  The Manager has discussed this issue directly with the driver and the driver’s Supervisor and the delivery driver is clear that moving forward, deliveries must always be attempted directly to the receiver and only taken to a leasing office if the receiver is not home to accept deliveries.  Additionally, I have also updated delivery instructions in our system for the customer’s delivery address with the same instructions so that if the regular driver is not working, any other driver covering the delivery area will know that this is required for any future deliveries to Ms. [redacted] address.  I have contacted Ms. [redacted] directly via email to apologize for our less than staller performance regarding the delivery method of this shipment and the delays in her receiving her shipment timely as a result.  I assured her that we are addressing her concerns.  In addition, a Manager of our local delivery facility has also reached out to her directly to assure her that this issue has been addressed at a local level to ensure this does not happen again.  Best Regards,[redacted]Customer Care Manager

Based on the complaint received by the customer, I have addressed her concerns with the local delivery facility to improve future delivery service to Ms. [redacted]. Our records indicate that our driver reported attempted deliveries to Ms. [redacted] on March 23, 2015 and again on March 24, 2015, stating the first time that the customer was not home and that a gate code was needed on the second attempt, prompting Ms. [redacted] to come to our office to pick up her shipment.  Ms. [redacted] has advised us that she was home when the first attempt was reported and that the gate to her building complex is open 24 hours.  To address Ms. [redacted]’s concerns, I contacted the Manager of the local delivery facility and reviewed the concerns from the customer.  The Manager has discussed this issue directly with the driver and the driver’s Supervisor and the delivery driver is clear that moving forward, deliveries must always be attempted directly to the receivers front door and that there is no gate code required for entry into Ms [redacted]’s residence.  Additionally, I have also updated delivery instructions in our system for the customer’s delivery address with the same instructions so that if the regular driver is not working, any other driver covering the delivery area will have these instructions for any future deliveries to Ms. [redacted]’s address.  I have contacted Ms. [redacted] directly via email to apologize for our less than staller performance regarding the delivery method of this shipment and the delays in her receiving her shipment timely as a result.  I assured her that we are addressing her concerns.  I have also provided her with my direct contact information so that if there are any issues or concerns with future deliveries, she can contact me directly for immediate escalation.  Best Regards,[redacted]Customer Care Manager

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.

OnTrac LIED in their response to you/to the Revdex.com Complaint.  I pointed the lie out to them & I will point it out to you.  I want the case updated to reflect that the problem was OnTrac's problem and that it was NOT caused by the Management Company at my Apartment Building.

Please read the emails below, May 22 - May 23rd.

Please respond.

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,

An e-mail was sent to the consumer and an outreach call was made informing the consumer with the most updated status. The consumers package as placed on hold for the customer to pick up.

An e-mail was sent to the consumer on 12/23/16 regarding the consumers issue. In this e-mail I apologized for the service they had received. In addition I had asked the consumer to provide the tracking number so that I could further research the issue. OnTrac utilizes tracking numbers on packages...

that allows us to check on the status of the package.

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.  Thank you so much for your help!

Regards,

OnTrac is the delivery company an online store that I purchase from. I have had numerous deliveries to my current address by OnTrac without any issues in the past. Yesterday I made a purchase and paid extra for 1 day delivery guaranteed for today (25 April 2014). I did not leave my condo at all because it was out on the truck for "delivery" at 6:46am. I did not receive a knock or anything at my door and at 4pm I checked the status again because it is guaranteed "by the end of the day" on 25 April 2014. The status showed that my package was delivered at 1:50pm to the "fd", which is front door. I opened my front door again and absolutely nothing there. I even walked around my condo complex to the 3 other entrance doors and there was nothing as well. The delivery driver left my package who knows where, prompting someone to commit a Federal offense and steal my mail because they couldn't take the extra step and come to my front door and knock.

Ontrac has a reputation for not delivering packages on time. I have experienced this on more the one occasion. They say they have delivered your package when they really haven't. Sometimes it's hours later when they actually deliver it or days later like my last experience. I ordered a package and it was supposed to be delivered sept 4. When I checked the tracking information it said it was delivered at 6:42 pm. So I checked my security cameras. No delivery truck ever came. I called them and was told they would look into it and call me back. Never got a call back. 2 days later my package arrives. 2 whole days after they said it was delivered. This is a horrible company because this is standard practice for them. No delivery company should be allowed to get away with delivering your package days after they claim to have delivered it.

The Ontrac delivery service in this area is very negligent, incompetent, and careless. Leaving packages at any location. It has happened multiple times with this company. None of the other delivery services I have used seem to have any trouble finding the right addresses. I am fed up with this company getting away with leaving my property at any location other than the address specified.

Good afternoon,
 
A member of the Leadership from Customer Care will be reaching out to the complainant to assist in resolving this issue.
 
Regards,
Deborah

Incompetence, lies, and a lack of decency at OnTrac: this company claims to have delivered packages that were not delivered, then promises to track the packages, then can't find them, but still promises "delivery by 8 pm today." We are currently waiting of delivery of three packages that were promised for last week, and continue to be "promised."

[redacted] uses Ontrac and I have had only 1 on time delivery from Ontrac out of dozens of times that I have ordered from [redacted]. Why can't you deliver as promised? I missed a race a few months ago because you were supposed to drop it on Friday, but didn't until Monday. Today is Friday and again a package was supposed to be here today 04/10/2015 and again You didn't deliver. Why do you continually not deliver on time Ontrac? I complained again to [redacted] and have made arrangements to return the package when or if it comes.

Hello,
Thank you for providing the tracking number for one of your shipments. I do see in the system comments that the Customer Care Department was contacted in regards to this. That call resulted in a driver complaint being filed, and a discussion with the driver supervisor taking place. As stated previously, it is  not acceptable to leave shipments at a USPS box, and it should not have ever happened. I have reached out personally to the General Manager of the delivery facility and asked that he follow up once again to ensure everyone has clear understanding that this is not an acceptable level of service. I apologize that you had to experience this poor level of service. What else, if anything, can I do to assist?
Regards,
Deborah

Off and On for the many years that I have used Amazon Prime, when OnTrac is shipping my package, they are prone to marking a package as delivered "on time" according to Amazon Prime's 2 day shipping standard, but the package itself is actually delivered a day or two after the official estimate. This is an extremely shady business practice, and I have no idea why Amazon would want to partner with a company that does this. Aren't you supposed to scan a package to mark it as delivered AFTER actually delivering it? How is it possible that this keeps happening, and somehow my package will mysteriously show up on a different day than when it was initially marked as delivered?

I hate that they mark my packages as delivered, when they are clearly not. We never have this happen with UPS, FEDEX, USPS.

Hello, [redacted]...

[redacted] and I have spoken regarding the damages to her front walk way/porch area due to leaking coconut oil.  I have apologized to [redacted] for this unfortunate incident and requested that she obtain an estimate to attempt to have a professional clean the area to attempt to remove the oil stain so that we can file a claim on her behalf to be reimbursed for the cost of the cleaning / repairs. 
Additionally, I have filed a formal complaint internally to ensure that this issue is addressed with the driver and his Supervisor in regards to the safe handling of this shipment to ensure that there are no future issues of this nature with [redacted] or any other customer. 
I have apologized to [redacted] directly for our less than staller performance regarding her experience with OnTrac and will continue to work with her to ensure that this issue is resolved to her satisfaction.  
Best Regards,[redacted]

Customer Care Manager

I wish to have nothing else to do with this businesses.

In reviewing the system comments, I see that the complainant did in fact receive his shipment on 11/16 at 910am. His preferred outcome is a refund of the $220 for the cost of the shipment, but since it was rec'd I do not believe this is necessary? I will reach out via email to apologize for the...

delay in his receiving his shipment. 
Regards,
Deborah

Hello,Based on the complaint received by the customer, I have addressed Mr. [redacted]’ concerns with the local delivery facility.  Our records indicate that our driver had Mr. [redacted]’ shipment out for delivery on April 22, 2015, and scanned the shipment as Undeliverable with a comment...

that the location was vacant.  Through our internal technology, we were able to determine that the delivery driver was at the wrong address at the time the scan was applied to the shipment.  The shipment was delivered to Mr. [redacted] the following day. To address Mr. [redacted]’ concerns, I have filed a formal complaint with the local delivery facility and spoken to the Manager to address the delayed delivery.  This issue has been addressed with the delivery driver and the driver’s supervisor to ensure that it does not happen again. Additionally, I have confirmed with the shipper that they have reimbursed Mr. [redacted] for the cost of his shipment.I was able to discuss Mr. [redacted]’ concerns with him, advise him of the actions we have taken and apologize for his less than stellar experience with OnTrac.  I have emailed him with my direct contact information as well so that he can contact me directly for any additional assistance he may need, now or in the future.  Best Regards,[redacted]Customer Care Manager