OnTrac

This shipping carrier completely failed to deliver my package. I received an email stating that my package was delivered during a time period when I was home. I tried to call OnTrac but was unable to reach a person live over the phone. It's been one week now and the package still hasn't been delivered. I have resolved the issue with the company that used this shipping carrier.

I read reviews for OnTrac on Yelp to see if other customers have had a similar experience. I was astounded by the stream of negative reviews, frequently reporting that packages are either never delivered or delivered several days late, despite OnTrac indicating that the package has been delivered. It goes without saying that it is unacceptable for a company to routinely lie about packages being delivered.

Additonally, their online package tracking system lacks any useful information and it's extremely frustrating that you cannot reach a customer service representative over the phone.

This appears to be a problem primarily in Washington state.

Hello,

Based on the information that was provided in the complaint filed, Mr. [redacted] had a shipment delivered that he has not been able to locate.  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 to the address where the shipment was mistakenly delivered to, the shipment was no longer at the delivery location.  

We have addressed this with the local delivery facility to ensure that the issue is addressed with the driver and Driver Supervisor to ensure that this does not happen again. 

We have provided this information along with our apologies for the less than stellar experience with OnTrac directly to Mr. [redacted] via email as we have been unsuccessful at attempts to make direct contact via phone.  In addition, we have notified the shipper of the mis-delivered shipment so that a replacement or refund can be issued to Mr. [redacted] as quickly as possible.

Sincerely,

[redacted]

Customer Care Manager

They called me and the only thing they said was: We are investigating... they've been investigating for one month and nothing happens.

I sent a follow up e-mail on 10/19/2016 to consumer advising that I would need the tracking number of the package so that I may further assist him. Customer has been provided my contact information as well.

I sent the consumer an email requesting the tracking number to her package. I was unable to locate by a name search. The consumer was provided my contact information. ...

I personally wasn't having anything delivered to me but I had an encounter with one of their delivery drivers. Came into my housing area and turned right, the delivery van was on the wrong side of the road and I almost hit the van. I asked the driver what her issue was and told her she could have caused an accident and the driver began cussing and calling names. I asked for name and can number number when she sped off almost hitting the front of my car. Picture was taken of license plate and company called.

This is the worst shipping company I've ever encountered. I ordered a couple of dresses through [redacted] and it had a commitment date of 7/8. It has been two days and I have not received my items and have not had any update of its whereabouts. [redacted] should use a more reliable service such as [redacted].

Bad customer service, one day late for delivery and customer service doesn't really help instead give you more numbers to call and delivery person are so ghetto.

I guess I am adding to the other horrible reviews of this company.
I ordered from [redacted] and they use OnTrac for customers here in [redacted]. My package was supposed to be delivered on Jan. 30th, of course, here it is Feb. 4th and no delivery. According to OnTrac's tracking site it says its is a "wrong address". Since it is my husband's business address and he receives packages from [redacted] and [redacted] with no problem, we know it is definitely not a "wrong address". When I pointed this out to the OnTrac customer service "manager" she said the driver said the delivery address is a vacant building. Hmmmm....... So now my package shows as "Held in Warehouse". I asked if I could just come pickup my package they told me I had to call [redacted] and [redacted] had to call them and place the package on "hold for pickup". I called [redacted] customer service to ask them to do this and the rep said "I don't know why OnTrac keeps doing this - telling our customers they have to call us to get their packages"
So the OnTrac customer service rep and manager I talked to both lied to me about needing [redacted] to clear me getting my package. In addition, while OnTrac would give me the address for their warehouse, the customer service rep refused to give me a telephone number or the hours they are open. The manager finally gave me the hours, but not the phone number. So finally, 5 days after my package was supposed to be delivered, with help from [redacted], my husband may be able to pick it up for me. Just plain horrible service from this company.

For the third time Ontrac delivered my package three days late after I paid for one-day shipping. When I try to track my packages it always says "on time" and "out for delivery" but then nothing arrives and the next day it goes "out for delivery again. Stick to [redacted] they are the best.

OnTrac has the laziest drivers I have ever seen and the company doesn't care. I have sent Mr. Robery Humphrey's several emails about the horrible service, or should I say lack of service, we get at our condo complex and they don't seem to care. Drivers either don't deliver packages then lie and say they did, or just don't deliver the package at all, like today, they say they did. This company should not be in business. I am disabled and I have to go search for my packages since they aren't at my door and I know for sure they weren't stolen.

I had the shipping company issue me a refund and they notified ontrac to return the package to them.

Hello, In regards to the complaint submitted, I have reached out via email

to extend my apologies on behalf of OnTrac for this poor customer service, and have assured her that this is not the level of service that

we strive to provide to all of our customers. While we do...

not like to receive

notice of these types of issues, we do strive to provide a first class delivery

experience for all of our customers and believe that each one is an opportunity

to improve how we do business. As such, I have filed a formal complaint with

the Manager of the local delivery facility for her shipment.  The issue has

been addressed with the delivery driver and the driver’s supervisor to ensure

that it does not happen again.Regards,
Deborah S[redacted]

I had ordered a package through [redacted] and opted for the two day shipping. I know it's the holidays so I usually give an extra day for the delivery to come through. Per the tracking code, my package was shipped on 12/13/15 and was supposed to be delivered by the end of the day on 12/16/15. No delivery. Decided to give them the benefit of the doubt and Waited for the next day, still none. I checked my tracking code again and my package had been in transit (in the town I live in) for three full business days beyond the intended delivery date. Actually, there wasn't even an update for the days after that. I emailed the carrier several times and received only automated responses. I'm pretty sure they don't even have actual representatives manning their general inquiry inbox or hotline. The automated email basically said: "If it says it's in transit, it's probably out for delivery. If you haven't received it yet, there are other delivery commitments before yours". While I completely understand there may be other commitments before mine, how was my stuff in transit for at least 3 business days in the city I live in? I also tried giving them a call, but I waited for 2++ hours and didn't even get any assistance. I'm very certain they stole my package and I ended up asking for a refund from the company I ordered from. To all, avoid them at all costs.

Hello,Based on the complaint filed, I called Mr. [redacted] to apologize for the inconvenience that he experienced as a result of his shipment being returned to the shipper.  Mr. [redacted] was unable to provide me with the tracking number for this shipment, but we were able to locate his address...

in our data base and have updated instructions for the delivery drivers for any future deliveries that may be addressed to Mr. [redacted] advising that the driver will need to utilize the call box upon arrival and ensure that a door tag is always left if Mr. [redacted] is not home to receive deliveries.I have provided Mr. [redacted] with my direct contact information so that if he has any additional issues or concerns, now or in the future, he can contact me directly for assistance.Sincerely,[redacted]Customer Care Manager

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

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.  We have notified the shipper of this issue to help expedite a refund or replacement for Mr. [redacted] and I have followed up with the local Manager of the delivery facility that services the area where Mr. [redacted] resides to ensure that moving forward, we attempt to obtain signatures for all deliveries since it may not be safe to leave shipments at the front door of Mr. [redacted]’s residence.  I have also asked Mr. [redacted] to advise me if there are any other specific delivery instructions he would like to have added to his delivery address to ensure that this does not happen again.
I have sent an email to Mr. [redacted] to apologize and provide him with the actions we have taken to address his concerns.  Additionally, 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

This OnTrac delivery service is the worse service I have ever experienced. I've never had a problem receiving a package. I leave detailed instructions and companies usually follow them. All I said was call when you get to the gate. Never received a phone call. Someone is home all day, so no one ever tried to contact me. I wrote an email asking where my package was and just received one back saying that it was returned to sender. Today, 2 weeks later, I still have no package. Worse company ever.

A e-mail was sent to the consumer advising that I would instruct him as to what the next steps are to be taken. I provided my contact number.

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]

An e-mail was sent to the consumer on 10/16/16, advising that I would be her point of contact, in addition the consumer was advised that I would need her OnTrac tracking number to further assist  her.