OnTrac

I sent the consumer an e-mail advising that I would reach out to our IT Dept to see if we could further assist regarding his concernIn addition my contact information was provided to Mr [redacted]

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

Good afternoon,My apologies for this poor customer experience, I assure it is not the level of service we strive to provideI agree, this performance is simply not acceptableCan you please email me directly and share the tracking number on the shipment, as well as any details of who you spoke to? I'd like to follow up with the individuals responsible for the multiple fails here, and get this resolved once and for allAgain, my apologies; I look forward to hearing from youI can be reached [redacted] Regards, [redacted]

Good day, I would like to investigate this incident further, but need the shipment tracking number to do soIf the complainant can provide that, I am more than happy to see what can be doneMy apologies that it has come to having to file this complaint to provide assistanceRegards,Deborah

I have reached out to the complainant to offer my apologies, and asked that they contact me directly so that I can assist them in filing a claimI am awaiting their responseRegards,Deborah

Hello,Based on the information that was provided in the complaint filed by Ms [redacted] , she was expecting a delivery that was reported as attempted times, but she only received notification once Ms [redacted] did contact our offices directly and arranged to pick up her shipment from our local offices in [redacted] , AZ Using our internal technology, we were able to confirm that each time the delivery driver attempted delivery, he was at the receiver’s location Unfortunately, we cannot confirm that the driver actually left the door tag notifications at the right door, only that he was at the receiver’s apartment complexThe Manager of the local delivery facility has met with and discussed Ms [redacted] ’s concerns with the delivery driver and his Supervisor to help ensure that this does not happen again Also, we have updated delivery instructions for Ms [redacted] ’s address to ensure that a door tag is left in a visible location on her front door for every attempt along with confirmation that she will sign and leave the door tag when needed Additionally, we have coached the Customer Care Advocate who assisted Ms [redacted] when she called us so that our Customer Care Advocate is aware of the perception that she portrayed to the customer and to prevent this from happening again.I spoke to Ms [redacted] today to apologize for her less than stellar experience and to advise her of the actions that we have taken to address her concerns I have provided Ms [redacted] with my personal contact information so that if she has any future questions or concerns, she can contact me directly for assistance Sincerely, [redacted] * [redacted] Customer Care Manager

I sent an email to consumer, advising that I have reached out to the proper facility asking for additional assistance in researching her packageI have provided the consumer with my contact info via e-mail

I sent Ms [redacted] and email with my contact information todayIn addition we have taken action to resolve the issue that transpired

I already received a response about the package, they had already researched it and found out that they LOST IT, and they should know thatThis is one of at lease THREE packages that I can remember in the last years that they LOSTAnd I will add that that is only out of or times that they delivered to my addressThe other times they just delivered to my local post office and my mail man delivers the packageHere is the email response I get from them about the package.Hello, Thank you for your email correspondenceUnfortunately, your package went missing during transit and after performing an extensive search we have been unable to locate your packagePlease reach out to the shipper for replacement optionsOn behalf of OnTrac we apologize for any inconvenience this may have caused youIf you have any further questions or concerns regarding your package, please contact us at [redacted] or on our website at [redacted] Best Regards, Doroti SWebCS [redacted] -----Original Message-----From: [redacted] ] Sent: Wednesday, May 17, 4:PMTo: [redacted] Subject: Re: Recipient ETA Request for [redacted] It says "Stockton Facility"....Did it leave the Stockton Facility? These items CANNOT be replaced, so I would appreciate it if you would try to find my package! [redacted]

A follow up e-mail was sent to the consumer on 01/27/17, advising them of the current situation that has transpired due to unforeseen weather conditionsOnTrac is making every effort to get each package deliveredAs a ground transportation company, at times we weather conditions that are out of our controlI made the customer ware of this and I provided the customer my e-mail and contact information to discuss further

Hello, On 03/22/17, I reached out to the consumer via e-mail, to extend my apologies for the poor customer experience she had with OnTracIn addition, I made the consumer aware that a driver complaint was also issued on her behalfI also provided the consumer with my contact information in the event she should need further help

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 confirmedI 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 lossesFinally, 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

Hello,I have read Mr [redacted] response, and his statement that he has been speaking to meI assure you I have not spoken to MrBrunner, but would like toWe do have other Deborah's in the Customer Care Department, so perhaps it was one of them and he assumed it was me? Please ask that he reach out to me directly so that I can assist him in his efforts to resolve this situation.Regards,Deborah

Hello, An e-mail was sent to the consumer on 03/07/17, advising that I would take the necessary steps to coach the two OnTrac representatives that she spoke withI made the consumer aware, that I have pulled one recorded call thus far, and have provided the coaching to the agentIn addition I provided my contact information to the consumer as well, in the event she should need further help

An apology e-mail was sent to the consumer. In the BBB complaint, the consumer did not provide the tracking number. As with any other shipping company, our system functions off of tracking numbers. The request was made to the consumer asking that he provide that information. In addition, my contact... information was provided to the consumer.

I submitted a response to the consumer providing my contact informationI also advised the consumer that I would be the point of contact person that would be able to assist regarding the situation they experienced with Ontrac

A response was sent on 03/15/to the consumer advising that I have filed a driver complaint on his behalfI also provided my contact information for any future concerns he may have

Hi,Thank you for bringing this to our attention. We apologize for any frustrations that the customer has encountered and assure you that we will do everything possible to resolve any delivery concerns that the customer has encountered. Due to the limited information that was
provided, we did reach out to Ms*** by phone and email to assist us with more details regarding the delivery in order to remediate the issue. We were not successful in getting in touch with her, however I have provided Ms*** with my personal contact information so that if she has any additional information, questions or concerns, she can contact me directly.Thanks,Xiong L*

[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 *** 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.I don't have Deborah's contact information to recover my loss.
Regards,
*** ***

Ms***,Thank you so much for providing me a tracking numberI agree, this performance is not acceptableI have filed a complaint with the drivers' supervisor so that he can review the issues with himAgain, my apologies; what else I can do, or how can I be of further assistance? Regards,Deborah S***