OnTrac

Please see the below email sent to the complainant. We are following up with the delivery driver and will compensate the complainant for his loss.
Regards,
Deborah
Good day,I

would like to personally extend my apologies for your recent poor customer

experiences with...

OnTrac.  I assure you 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 facility in your area regarding the

repeat issues with deliveries to your address, and he is following up on them. Additionally,

please do contact me directly so that I may assist you in filing claims for your

loss. On

behalf of OnTrac, and again, I extend my apologies for any inconvenience this

may have caused and look forward to hearing from you so that I get these issues

properly resolved.

Good afternoon,
 
I have copied in Pam S[redacted], who manages our Claims Department on this email. She will reach out to you directly to assist you in filing a claim for this shipment. My apologies on this poor customer experience; I assure you it is not the level of service we strive to provide.
 
Regards,
Deborah

Deborah - here is the tracking number for this ONE INSTANCE, BUT IT HAPPENS...

FREQUENTLY. Whenever there is a weekend delivery scheduled actually. I can provide you many tracking numbers. 
Carrier: ONTRAC, Tracking #: [redacted]

Responded to consumer advising that we are trying to locate her package. In addition, I have provided her my contact information as her point of contact. If the package is not found, I would advise further what the consumer must do.

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.

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

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, 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]

Based on the information that was provided in the complaint filed, the complainant had a shipment ordered that was lost in transit and not delivered. ...

Our offices were contacted directly and we conducted a thorough search for the shipment, but unfortunately, we have not been successful in locating it and as a result, this has been declared a Lost Consignment.  
We have addressed this with the local delivery facility to ensure that the issue is addressed with the sort team at the local delivery facility to ensure that this does not happen again as we believe that this shipment may have been mis-sorted to another receiver in error and we have not been able to recover. 
We have spoken to the complainant directly during the additional requests for searches to ensure that they were being updated on the actions taken and to apologize for the less than stellar experience with OnTrac.  We have explained the various processes that were taken to attempt to locate the shipment.  We are more than happy to assist in filing a claim for the lost product.
Regards,
Deborah

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.

Worst delivery company, worst customer service I have ever received.

We had 3 unsatisfactory contacts with this company. On the second poor delivery I contacted the company directly. I stated my displeasure with the delivery. The first 2 deliveries we left on the ground near our mail box 4 miles from our home. I requested that future deliveries be delivered on time to my door and was assured they would correct the problem immediately.. This time the order was a day late and not delivered as stated on the tracking system. It seems my complaint, registered directly to the company was of little use

Waited all day for my package, 11:17 PM, yes that is nearly midnight, status changed to delivered. Not to my house it wasn't. Called customer service, they said the drivers scanner died and they only report in to close their deliveries out when they are done for the whole day... Bad practice, but where's my package... He submitted a request to find it but says they have to wait on the driver to go get it and bring it to me... Wait... So what it he goes on vacation? I have to wait until he returns to work before I can get my stuff?!? Again, bad practice, really really bad practice. This is the third time now that I've had very big delays in deliveries from ontrac, and going forward, I will no longer accept them as my delivery provider as there's no telling who will end up with my package or if I have to wait on the driver to return to work, maybe the next week, month?, who knows when, to get the delivery.

Yet again, for the 3rd time in 4 weeks, On-Trac have failed to deliver my package corerectly, to my address, on time and within their servce commitment time. It is IMPOSSIBLE to contact ths company as they never pick up the phone - my patience runs out when I have waited 45 minutes listening to their music without any response - something that has happened now 7 times. They never reply to emails requesting an urgent repsonse to track a package, and on the one occasion they did, it took 2 days for them to reply to my email asking where my perishable package was, and which hadn't been delivered. The response was simply "You need to contact the shipper directly"!

The shipper is as exasperated as I am, as only 2 of my last 6 regular weekly shipments of perishable food items has been delivered correctly. I cannot recommend anybody use this company who cannot be relied upon and whose customer service is totally non-existant. Management fails to respond to complaints or do anything to correct the systemic issues that are present in this company. And, finally their tracking system on-line provided no useful information whatsoever, and is most times not up to date.

This company does a diservice to the industry - disgraceful.

I ordered a tool from [redacted] and ontrac was contracted with the shipping. I paid an extra $20 for the package to arrive the next day. It never did. I called [redacted] who reimbursed the shipping cost and directed me to ontrac. I called them they said my package was sitting in the their warehouse and did t know why it had not been delivered but would make sure I got that day by 5pm. The package never showed up. I called ontrac again. Again I was told it would show the next day by 5pm. The next day still no package. It has been 6 days from the original expected delivery day and 5 days of people promising it wil be here by 5pm and 5 days of sitting in their warehouse. This is absolutely absurd. By far the worst customer service and business I have ever dealt with. I could understand one day late maybe even two but 6 days of this is unexceptable.

I live in Utah and Ontrac delivers here. They claim they deliver my packages and they never arrive. I call their customer service only to be told they will contact the driver and then follow up with me. That never happens. They never follow up, never explain where this package went. This is the second time something has been shipped from Amazon and the second time they claim to deliver a package that never arrives. I have spent numerous hours talking to 5 different people. They do not care about their customers.

We've used this service (through [redacted] orders--not our own choosing) twice. Both times, the driver reported that the package was delivered when, in fact, it wasn't. The most recent event happened today when we ordered a product through [redacted] same-day delivery. The item was supposed to arrive by 8, and showed "delivered" by 6pm. We checked both doors and it had not. There wasn't even a knock. When we called Ontrac, we received an excuse about their scanners. The rep said he sent a "page" to the driver, and the driver reported the package was delivered at 8:30p. Looking at other reviews online, others have had the very same problem. It's mind-boggling that this company remains in business. If you're able to avoid them, I'd suggest doing so. We're asking that [redacted] not use them for our packages from here on out.

Hello,
Please contact me directly so that I can help find resolution for this. I can be reached at [redacted]@ontrac.com
Thank you,
Deborah

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,

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 assure you that this is absolutely not our normal customer experience, so 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,

Customer Care Manager