OnTrac

Ontrac has been the carrier for my first two [redacted] orders since I've been stationed at [redacted] AFB. I have received neither of the orders. Their delivery tracking system is useless, as it claims packages are delivered hours away in Sacramento, and customer support is unhelpful and slow to respond. I am very upset I am forced to rely on Ontrac and have no other shipping choices from [redacted], but because of Ontrac's useless service [redacted] has probably lost my business. This is only due to Ontrac's incompetence.

I don't understand how this company is still in business. This is the second time this has happened to me this month with OnTrac, I purchased a package (first from Amazon, 2nd from Honest Company) and never received it. Yet Ontrac claims to have delivered my package to my front door with a date, time and a location where package was left. When I call them to rectify the situation the say they are going to send the delivery driver back to my home to confirm where package was left. And the driver never returns. I am now in a position where I have to call the vendors and request either reimbursement or a another package, that again mat not arrive. It's incredibly frustrating and a huge waste of time for me. OnTrac is an awful company and something should be done to shut this company down.

HORRIBLE!!! Avoid at all cost! These is via Amazon have stolen several items from me...how? They state item was delivered (I was home with security door open to hear when they would come) but it was NOT. I immediately called Ontrac who said oops no idea where the package is. So, I contacted Amazon who sent another one and again with this company with the exact same thing happening...said it was delivered when it was not and this time I was in the front yard working when I received the text that it was delivered. That was several months ago.

Now on this past Sunday a new order was to be delivered by 9pm and at 8:30 received the text that it would not be delivered as promised (Amazon Prime next day ) and would come sometime in the next 5 days. I contacted Ontrac who stated it was Amazons fault and to deal with them. So once again I contacted Amazon who sent out another item as the first one was "lost" and again using this same company. Now the 2nd one was to arrive last night by 9pm and guess what??? At 8:30 I got a text that it was delayed and would arrive someday in the next 5 days. I might add the original order was never received. And Ontrac won't answer their phone. I do not like this company. It seems anytime Amazon uses them they screw up, usually a late delivery. They can not be trusted. I have complained to Amazon but they continue using them even with all the negative reviews of which all seem to be from shopping at Amazon.

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.

ordered an item from [redacted] via [redacted] service. Ontrac reported to [redacted] that they delivered our item to our front porch on Friday at 11:15 am. I was home. Our security cameras clearly depict that no attempt, no drive by nothing..we live on a rural country loop with NO traffic. called ontrac on sat. said they would call back. no call. called amazon, connected to ontrac, sd would contact supervisor of delivery person, could not reach them. They deliver on saturday, still no package, clearly outside of amazon prime parameters and they are LYING saying they delivered it. Got a call today MONDAY saying it would be delivered on Tuedsay SIX days after ordered, FOUR full days out of prime parameters. ONTRAC is the worst delivery service there is. Tracking numbers are available

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]

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

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.

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

Ontrac is extremely unreliable, racist, liars. Told me I was not at home for my delivery. I have been sick at home after back surgery so there is no way that could be. After that the sales rep blamed the no delivery on the driver "cause he's mexican"

They never attempted to deliver my package. I know for a fact.

And trying to put the blame on Mexicans and not horrible employees is just sad. Now they have no idea where my package is. They should be put out of business. All they have said is "We'll call if something comes up"

Good day,
 
I have reached out to the shipper to request the tracking number assigned so that I can try to resolve this issue for him. I am awaiting his response.
 
Regards,
Deborah S[redacted]

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

Hello, Based on the complaint received by the customer, I have addressed his concerns with the local delivery facility.  After researching this issue, the regular driver for the delivery route in the area where Ms. [redacted] resides was off on August 3rd.  A new driver...

was covering the delivery route and was not able to locate Ms. [redacted]’s address.  Ms. [redacted] did contact us directly on August 4th and we updated delivery instructions to alert the delivery driver that the address was off a dirt road.    The shipment did go back out for delivery the following day with the regular delivery driver and was delivered directly to the customer on August 4, 2015 at 7:31PM.  I have attempted to contact Ms. [redacted] directly to apologize for the delay and assure her that we have addressed this issue with the new driver that was covering the deliveries on August 3rd in an effort to ensure that we are addressing her concerns to ensure that this doesn’t happen again, but I have not been able to make contact with her.Best Regards,[redacted]Customer Care Manager

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.

A follow up e-mail was to the consumer on 11/03/16 to requesting to discuss her matter further. The consumer was going to send some examples for me to review.

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

I have not received any correspondence from this company via email or telephone. Only on my part in regards to the package missing has there been contact and it was me who called them and emailed them.

Sent consumer an email requesting that the tracking number be provided so that I may research her issue. My contact information was provided.

I provided my contact information to the consumer. In addition I had asked for the tracking number to better assist them.

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,