OnTrac

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.

Provided customer my contact information in addition advised would like to discuss matter with them.

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.

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

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

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.

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]

In response to OnTrac's claim that they are awaiting a response, I replied to OnTrac's response on December 22, 2015. Please see the attached pdf for proof.
 
Thanks,

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.

Hello, Based on the complaint received by the customer, I have addressed his concerns with the local delivery facility.  Our records confirm that Mr. [redacted] shipment did go out for delivery on May 18th, but that the driver reported the shipment was unsafe to leave....

 Through our internal technology, we were able to confirm that the delivery driver was at the wrong address at the time the shipment was scanned as attempted.    The shipment did go back out for delivery the following day and was delivered to the customers Front Door on May 19, 2015 at 11:41AM.  I have contacted Mr. [redacted] directly via phone to apologize for our less than staller performance regarding the delayed delivery of this shipment and to assure him that we are addressing his concerns.  Unfortunately, I was not able to reach him directly, but I have left him a detailed voicemail and I have followed up with him via email as well.  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. Best Regards,[redacted]Customer Care Manager

This is THE WORST delivery company in the USA! How they would even get a A+ Revdex.com Rating is beyond me, please note that there are 97% negative reviews - understandably. I am currently waiting for 6 different deliveries from various merchants (Amazon and Jet, mostly). Items guaranteed to be delivered by Dec 11, still showing in the warehouse in Vancouver, Wa, 4 hrs away from Bend. I've sent several complaints to On-trac, since I can't reach them by phone. A second after sending the email (every single day this week) I get a robo-response that the item is out for delivery and for a week now it hasn't appeared and never showed as delivered. Jet has called them and was promised one order would be delivered 4 days ago and it never showed, the other ones they can't locate in their warehouse (they are 40lbs packages of cat food for a rescue, they would be difficult to miss). I sent other emails, complaining, no responses. The whole month of December I got one delivery out of 7 due, the driver dumped the two packages into a snowbank at the beginning of the 100yard driveway (plowed and easy to access), next morning they were found by a neighbor, ruined by saltwater and slush from the snowplow. I filed a complaint to on-trac no response. Probably made them made because after that they just don't deliver anything any more to us! SUCH A HORRIBLE DELIVERY SERVICE!!!

Horrible service... Company makes false delivery attempts, customer service does not respond calls, stayed on hold for 2 hours with no avail, no response on email. I waste a day off from work and not getting paid in order to receive the package scheduled, all of the sudden an update pops up "NOT HOME ON DELIVERY ATTEMPT". I called the company, since I've been home all day and was on hold for 2 hours and got to talk to nobody. This is absolutely unacceptable. They have MY package and I can't get hold of anyone at this company. No wonder there are so many complaints on tweeter.

I am an Amazon Prime member and EVERY time they ship a package to me via OnTrac, it is at least one day late. The excuse is usually weather or natural disaster, but here in southern California, it rarely even rains, so these excuses end up being untruths--I am only 20 miles from their shipping office. Furthermore, they leave the packages on the road near my rural mailbox, so they are there for anyone to stop and pick up. This is especially upsetting when the contents are expensive electronics. One of these packages containing electronics was actually left on the road during a rare rainstorm.

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,[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 based on information received from the delivery driver, attempted to provide information to Mr. [redacted].  We sent the driver back to help locate the shipment and the shipment was not delivered correctly to Mr. [redacted]’s address.  The shipment was in fact delivered to Mr. [redacted] the following day, April 4, 2014.
We have filed a formal complaint with the local delivery facility on behalf of Mr. [redacted] to ensure that Mr. [redacted]’s concerns are being addressed by the local leadership team.  I spoke to Mr. [redacted] to apologize for his less than stellar experience with OnTrac and provided him 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

Responded out to consumer, requesting tracking number for package. In addition my contact information was provided via e-mail to consumer.

An e-mail was sent to the consumer providing my contact information along with an apology for the experience she encountered. The customer is aware that she is able to reach out to me with any future issues.

Hello I sent a follow up e-mail to Mr. Huang with my contact information asking him to contact me to discuss the matter at hand.

I have already sent a letter to them outlining why I have rejected their so called apology.  They speak but they do not follow through, so  all of their words...

are empty promises that they have no intentions of correcting.  Just because you say trust me does not mean that I will blindly follow.

For some reason Amazon insists on using Ontrac for deliveries to my area. I have now had 7 deliveries from OnTrac and NOT ONE were delivered on the promised date. If nothing else OnTrac is consistent - consistently poor service and, for the life of me, I can't understand why a high quality online retail giant like Amazon continues to use them. The best way to describe the quality and reliability of service from OnTrac in a word is PATHETIC.