OnTrac

Hello, Based on the complaint received by the customer, I have addressed Mr [redacted] concerns with the local delivery facility Our records indicate that our driver had Mr [redacted] shipment out for delivery on June 17, 2015, but was at the wrong location when the shipment was scanned as attempted The shipment did go back out for delivery the following business day (June 18, 2015) and was delivered correctly To address Mr [redacted] concerns, I have filed a formal complaint with the local delivery facility and spoken to the Manager to address the delayed delivery This issue has been addressed with the delivery driver and the driver’s supervisor to ensure that it does not happen againI have made contact with Mr [redacted] via email to apologize for his less than stellar experience with OnTrac and to advise of the actions we have taken to address his concerns Additionally, I have provided him with my direct contact information so that he can contact me directly for any additional follow up, questions or comments now or in the future Best Regards, [redacted] Customer Care Manager

Good day, While it was shared that the shipment was eventually delivered, there was clearly an issue and the best way to prevent it from reoccurring is to investigate it and find the cause. Clearly we had a failure of service, and an issue with the driver, and for that, I offer my apologies. That said, without the tracking number I am unable to properly research what transpired. We certainly are not perfect, and while it is disturbing to learn of these types of issues, I welcome the opportunity to improve because of them. I would still like to receive the tracking number so we are able to do just that. Regards,Deborah

I provided the tracking numbers of both incidents -- as I do not work for OnTrac my other obligations required my attention first It was hours from their email to the time I responded -- their answer to Revdex.com makes it sound like they had not heard from me in days or weeks NOT TRUE HOURS -- NOT EVEN FULL DAY!! Here is a copy of my response to them: ONTRAC, Tracking #: [redacted] -- hair clippers showed due by Feb 800pm -- according to Amazon they received no weather delay notice from OnTrac and your supervisors are rude/very unprofessional-- Jessica kept trying to talk over me; and when I asked for the weather notice she said I would have to get a subpoena!! that's right, A SUBPEONA Now I asked myself, a company who is telling the truth would have no problem showing the recipient of the deliver a weather delay; BUT a company that is hiding something would say "get a subpoena" AND this is YOUR SUPERVISOR Tina another supervisor, also in dire need of training on how to be professional She told me you have a 2-hour grace to deliver meaning since Amazon says by 800p it means you can deliver up to 10PM!! Now considering this is NOT the holidays and I live in a community at the foot of the observatory (we are not allowed to have more than 40watt bulbs outside-- I think it would cause myself and neighbors concern about a company driving thru the neighborhood that late in the evening [redacted] --GM—02/22/at 101p didn’t get voicemail – didn’t try back –these were expensive dog treats left thrown over the gate and left overnight because I didn't know he had been there (never rang the door bell) -- there are abundant javelina and coyotes around my neighborhood, I try very hard to discourage attracting them to my front or rear gate as once they think there's food it is difficult to get them to leave (especially javelina)Javelina are protected except during specific hunting season in AZ The GM finally did call;

Hello, Unfortunately, I have not received any voicemails from the complainant on my work phonePlease do provide her with my cell: [redacted] , or my email: d [redacted] , as I would like to get more information so that I can further investigate these issuesRegards, [redacted]

Good afternoon,The Customer Care Manager, MrsL*, has looked into this issue and will be reaching out directly.Regards,Deborah

Sent customer an e-mail with my contact information advising that I would like assist him as needed regarding his concerns

Provided consumer my contact informationAdvised that if any further issue should happen, I would be the point of contact for them

Hello, Based on the complaint received by the customer, Mr, [redacted] delivery was delayed deliveries as a result of the delivery driver reporting that a gate code or access code is needed to deliver the shipment Mr [redacted] did contact us to advise that there is a pedestrian walkway to allow walk in access to the gated community This information was updated in our system, but the shipment did not get re-attempted until Sunday, causing a delay for the customerTo address these concerns, we have reviewed the delivery requirements for this delivery address with the delivery driver, his Supervisor and the local leadership team Management from the local delivery has confirmed that the delivery driver in the area where Mr [redacted] resides is clear on how to access the community and understands the customer’s expectations regarding gaining access moving forward to ensure that deliveries are not delayed for a gate code In addition, we have updated our database with the access instructions so that the delivery driver will have this information for all future deliveries I have contacted Mr [redacted] directly to apologize for our less than staller performance regarding the delayed delivery of his recent shipment and assured him that we are addressing his concerns Additionally, I have provided him with my personal contact information so that if there are any future issues or concerns, he can contact me directly for immediate assistanceBest Regards, Pamela P [redacted] Customer Care Manager

An E-mail was sent to the consumer requesting that he provides the tracking number to meAs with any other shipping company, our system functions off of tracking numbersUnfortunately, I am unable to find the shipment in our system to further investigate the issue and seek resolution for Mr [redacted] , until the tracking number is providedI have provided my contact information to the consumer as well

Good afternoon, I would like to further investigate, and follow up with the driver supervisor, but in order to accomplish that I will need the shipment tracking numberCan you please provide it so I can investigate this unfortunate issue further? Thank you,Deborah

Hello, I sincerely apologize for the less than stellar performance that has been received by the customer As with other shipping companies, our system functions off of tracking numbersWithout OnTrac’s tracking information, I was not able to locate the shipment in our system to further investigate the issue and seek a resolution for the customer If the appropriate tracking number associated with this delivery and any previous deliveries can be provided to me, I will definitely take this opportunity to review and address any service challenges that has occurredIf there are further questions or if I could be of further assistance, please feel free to reach out to me at [redacted] Best regards, Xiong L*Customer Care Manager

[redacted] is the tracking number The box box showed up on the 20th rolled up on a dolly by a stranger claiming to be a neighborWe know everyone in our small neighborhoodThe box was also inside two other boxesSo this ‘neighbor’ just happened to hv a dollyShe failed to introduce herselfVery creepy

I responded to the consumer advising them at this time we have not located the packageThe consumer was advised that they would need to contact the shipper to ask for a replacementI provided my contact information as well to the consumer

I received a message from the consumer on 03/06/2017, stating the following, “ Thank youI do appreciate your message and attempt to reconcile.” This is after my apology was sent and asking to be provided the tracking numberAt this point, the consumer has not provided me with the tracking number, therefore, I am unable to research his complaint My below e-mail was sent to [redacted] on 03/03/at 6:PM MSTI would like to apologize for the poor customer experience you have had with OnTracIn addition, I would like to help you furtherIf you would please provide me with the tracking number, I will research what has transpired and reach back out to you with the findingsIn addition, I would like to give you my contact information below

Revdex.com: 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, [redacted]

I spoke with Mr [redacted] on 12/I advised Mr [redacted] that a driver complaint was issued and that I have followed up with the appropriate person at the facility to escalate his issueIn addition, I provided my contact information to Mr [redacted] so that he could reach out to me directly if another issue should occur

An email was sent to consumer advising that her situation was being researched regarding her package not being deliveredA service request was open on behalf of the consumerMy information was provided as well as a point of contact

Hi,Thank you for notifying us of the delivery challenges that are occurring We can definitely ensure that the local management team is aware of these concerns and addresses them accordingly We can also add permanent delivery instructions to this delivery address to ensure that all deliveries are completed according to the customer's request.In order for me to being the investigation and properly address these situations, I would like to obtain more details If the appropriate tracking numbers associated with these deliveries can be provided to me, I will definitely ensure that it is immediately addressed.If there are anything further that I can do or if I can address any other questions, please feel free to reach out to me at [redacted] .Thanks,Xiong L*

The settlement requested for this shipment was to be compensated for the products in a shipment that was not deliveredAfter checking our system, I see that the shipment was in fact delivered to complainant after the complaint was filedI have reached out via email to offer my apologies for the service provided, clearly we missed the mark hereRegards,Deborah

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: 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, [redacted] The tracking # is [redacted] I would like in writing that my packages will be delivered to my door, not nearly a mile away