OnTrac

I have reached out to the complainant to extend my apologies. In reviewing the comments, it seems there were several issues on both parties part. The address was incomplete, and then it was mis-delivered and we were, after several attempts, unable to retrieve it, as the recipient of the package...

was not home, and was not responsive to  the notes left at the delivery address. I have also explained that while the website for the local operation states 'closed' it is because we are not open for normal pick ups and deliveries, but we do in fact have staff and drivers performing their duties. I await the response of the complainant to see what else I can assist with, as her actual desired settlement was not one that I could actually provide assistance with. While unfortunate, certainly  not our typical level of service. 
Regards,

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,

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

The OnTrac delivery carrier is a total fraud and scam. I'm always having the same issue with them over and over again in case any sender use them to deliver package to me. They state that the package was delivered. But in fact it never was. Every time I'm forced to open a claim with sender to investigate this fraud. All online retailers ([redacted], etc,.) who use OnTrac service must seriously consider to stop using them if they don't want to lose customers.

While they say they will "look" into the issue, I have not seen any...

results.  No word on whether the package was found.  No word if the package will be delivered.  No word if any monetary compensation will be provided.  As of this moment, NO resolution has been reached.  I will not accept OnTrac's reply as a resolution.  I have been promised and assured over the phone numerous times on numerous days that it will be resolved.  Those promises have never been met....

An e-mail was sent to consumer on 10/16 advising that I have sent in a research request in to our facility for further assistance. In addition my contact information was provided to the consumer.

Hello,

In regards to the complaint submitted, I have contacted Ms. [redacted] via email and she provided me with the tracking numbers...

associated with her complaint.  Our records indicate that the shipment Ms. [redacted] advised was not received, was delivered on November 5, 2014.  The customer contacted us directly on November 7, 2014 to advise that she could not locate the delivery.  As a result of this complaint, we did have our driver return to the delivery address and the shipment was no longer at the front gate where it was delivered on the 5th. 

We have confirmed via our internal technology that the driver who delivered the shipment was at the correct delivery address at the time the delivery scan was completed. Based on my communication with Ms. [redacted], I have contact the shipper on her behalf to advise of the situation and they confirmed that they will reach out to her directly to assist with providing her with a refund for the items purchased.  I have also provided Ms. [redacted] with the shipper’s phone number and the name of the representative that I spoke to regarding her issue. 

 

I have sent an email to apologize for this issue and have advised her of the actions we have taken to help resolve this issue for her.  I have also invited her to contact me directly if she has any additional questions or concerns regarding this shipment and for any future deliveries.

Sincerely,

Pamela Peglar

Customer Care Manager

Hello,

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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

OnTrac is the most untrustworthy delivery carrier I have dealt with. Whenever Amazon or some other company has sent me packages through OnTrac, I have never received it in a timely manner. They lie on the tracking by claiming they have attempted delivery or have delivered when in fact they still have the packages.

Hello,  

0in 0pt;">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

I have reached out to Ms. [redacted] and provided a letter of apology as of  06/10/16 along with my contact information.

I ordered an item from [redacted], which uses OnTrac for their deliveries. Took the day off of work to wait for the package as I had payed extra money to get next day shipping. Waited all day, with no luck, even though their website said it was out for delivery. 8 o'clock, 9 o'clock came around with no delivery. Checked their website, it said that I was not home at the time of delivery, not true, because I was home all day. Gave them a call at 9:00 pm, they said that their driver left a message for them stating that he did not leave the package because my dogs were on my front yard, I don't own any dogs. [redacted] sent me an email stating that delivery was not made because the business was closed, but its not a business, its a house. I have surveillance cameras around my property, it never shows anyone attempting to deliver any packages. Obviously the driver lied, what this company is doing is fraud, they charge next day delivery rates and do not deliver by lying to the customer. If you search for reviews, there are thousands of them with the same story. This has to stop.

Good afternoon,
 
My apologies for this poor customer experience, I assure it is not the level of service we strive to provide. I agree, this performance is simply not acceptable, and as such, I have filed a driver complaint with the driver supervisor so that he can...

review the issues and concerns with the driver assigned to make deliveries in your area. Again, my apologies; do reach out directly so that I can assist with the filing of a claim. I can be reached at [redacted]
 
Regards,
Deborah S[redacted]

Ms. [redacted],
Thank you so much for providing me a tracking number. I agree, this performance is not acceptable. I have filed a complaint with the drivers' supervisor so that he can review the issues with him.

Again, my apologies; what else I can do, or how can I be of further assistance?
 
Regards,
Deborah S[redacted]

I have had numerous bad experiences with this company. [redacted] and [redacted] use them and I have had nothing but terrible trouble retrieving my packages. When I call them to dispute or figure out where my package is they say one thing and never fulfill their end. I have had to call multiple times concerning the same issue and they will tell me I will get it the next day and it doesn't happen. As a delivery service they are absolutely the worst I have ever dealt with, and I think big companies should know the type of business they are running because it is causing me to think negatively about some really amazing companies. I have contacted [redacted] about this issue already. On Yelp this company has terrible reviews and as a customer who enjoys shopping online and who can't choose what delivery service a company someone uses to deliver packages it makes me want to not use them ever again. I hope this can be an issue brought up with them because there is nothing better about this business.

I had a package delivered last week by another company earlier in the day. Later in the day I had another package delivered by OnTrac. The girl came up to the house, examined the first package that was already there, and rang the doorbell. She looked around, looked at the first package again, and knocked on the door. Then, she dropped off the package that she was delivering and left with the first package that was already there. This was all recorded on hi-res video. Reached out to OnTrac by email explaining things and requesting that I send them the video and they replied stating that a "driver complaint was issued" and that it "will be addressed by management". They didn't apologize that someone representing their company stole a package from me, nor did they ask what was stolen or if they could make the situation right. I sent another email that day requesting the contact information for the Customer Service Manager and they did not reply to my request. I find this unacceptable, disappointing, and disgusting. Their representative committed a crime and by their response they don't seem to care. If I have any say in it I will never use this company again as their follow-up and customer service is non-existent.

In defence of OnTrac, Amazon delivery service. I had one negative experience where my package was delivered to wrong address. I was upset but they did all they could to promptly address it. I live on a new street, not on a map, no street sign, 3 streets with same name. Packages have been delivered promptly and on time since. I would not want the job. Thanks OnTrac.

Waited 8 hours for my delivery at home as it was supposed to be delivered 'today by end of day'. No time window. Then I left for 10 minutes to get food to go a block away, came back, and wouldn't you know - that's of course when they came. No phone call, no text, just a note. And when I called Customer Service, there was nothing they could do as they said they couldn't contact the driver. However, when we re-scheduled for the following week (keeping in mind I need to get approval to work from home AGAIN), they said "great - we just paged the driver to let him know". Interesting that the driver can be notified of future events but not current ones. It is ridiculous in this day and age that they do not give time delivery windows. Am I not supposed to leave my apartment ALL DAY? How am I supposed to get food? Stock up for the winter? I guess so.

I have two packages lost by Ontrac. They claimed that they delivered my package at 9:58am, when there're 3 people at home. However, none of us heard anything or found anything. And you'll never get through their customer service phone number.