OnTrac

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

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,

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]

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

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

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.

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!!!

AFTER DAYS OF UNDELIVERED PACKAGES AND NUMEROUS CALLS TO THE 800 NUMBER I HAVE YET TO RECEIVE PACKAGES OR HELPFUL CUSTOMER SERVICE. MY PACKAGES ARE LOCKED IN A LOCAL WAREHOUSE WHICH I AM UNABLE TO ACCESS OR CONTACT ANYONE WHO CAN. I RUN A BUSINESS THAT RELIES ON PRODUCTS ORDERED BY CUSTOMERS TO BE DELIVERED AT A TIMELY MANNER, I NOW AM LOSING BUSINESS AND INCOME FOR MYSELF AS WELL AS MY EMPLOYEES. IN THE LAST 12 MONTHS I HAVE 21 PACKAGES THAT WERE EITHER UNDELIVERED AND RESENT THROUGH A DIFFERENT COMPANY OR DELIVERED MORE THAN 24 HOURS AFTER SCHEDULED DELIVERY. UNFORTUNATELY MY DISTRIBUTORS GET A VERY LOW PRICE FROM ONTRAC AND CONTINUE TO USE THEM AS THEIR "PREFERRED" SHIPPER. I WILL BE CLOSING MY ACCOUNT WITH THEM IF THEY DO NOT SWITCH. ONTRAC HAS NO ANSWERS AS TO WHY THE PACKAGES ARE NOT GETTING DELIVERED ON TIME AND NO INDICATION THAT THEY WILL TAKE CARE OF THE MATTER. MY "ONTRAC THAT GOT OFF TRAC" FOLDER WILL BE NO MORE

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.

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.

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.

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

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

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,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

Based on the information that was provided in the complaint

filed by Ms. [redacted], a shipment was delivered that she was not able to

locate.  I have followed up with the local Manager of the delivery

facility that services the area where Ms. [redacted] resides to ensure that...

moving

forward, we request a delivery signature even if not requested to ensure

delivery is confirmed. I have communicated directly via email with Ms. [redacted] to

apologize and I have updated our data base with delivery instructions to ensure

that all future deliveries are obtaining a signature.  Additionally, I have shared the information

necessary for Ms. [redacted] to file a claim to recoup her losses. Finally, I have

provided Ms. [redacted] Customer Care Department contact information so that if she

has any future questions or concerns, she can contact us directly for

assistance.

As requested, I am including the tracking number from the most recent order:  [redacted].  This tracking number should be visible under the provided Order number:  905341623.  Unfortunately, there is only one other order available on vitacost.com under my account which came with minor damage to one product on the inside of the box (Order #[redacted], Tracking [redacted]).  That issue went unreported because I get tired of having something happen every time these packages are delivered.  My companion and I both have placed orders, but I am not sure what the order and tracking numbers may be.  Also, the running history of problems with the delivery of orders would date prior to 2015, so not all those orders would be available.  Our initial order prior to vitacost using OnTrac was the only order with which we have not had a problem as the USPS was used.