OnTrac

Hello,
Based on the complaint received by the customer, I have addressed her concerns with the local delivery facility to improve future delivery service to Ms***
To address Ms***’s concerns, I contacted the Manager of the local delivery facility and reviewed the concerns from the
customerThe Manager has discussed this issue directly with the driver and the driver’s Supervisor and the delivery driver is clear that moving forward, shipments must be scanned delivered at the time of delivery, and if delayed, comments need to be provided so that accurate updated information can be provided to our customersAdditionally, we have reviewed Ms***’s concern without our Customer Care staff regarding the lack of updated information provided as we do have methods of communication to obtain updates from our drivers, the drivers’ Supervisors and our Operations facilites
I have contacted Ms*** directly via email to apologize for our less than staller performance regarding the delayed delivery of this shipment and the lack of information provided by the Customer Care staff as wellI assured her that we are addressing her concernsIn addition, I have provided her with my direct contact information so that if there are any issues or concerns with future deliveries, she can contact me directly for immediate escalation
Best Regards,
*** ***
Customer Care Manager

Hello, I spoke with the consumer on 03/21/about the damage that happened on his propertyThe consumer is aware that I have escalated his matter and I made him aware that someone would be following up with himI mentioned to the consumer, if he does not hear from someone by 03/23/17,
to please follow back up with me and I will reach out as needed

A Driver complaint was issued on behalf of the customerIn addition, an outreach e-mail sent to the facility mgr asking that they reach out to the consumer

The tracking number is the one provided by the vendor, the one used to access the status of my package in Ontrac's system by myself and the numerous Customer service and escalation team members who have worked on my claimI believe OnTrac is deliberately withholding resolution of this issue due to the numerous errors they have made

Hello, Based on the complaint received by the customer, I have addressed his concerns with the local delivery facility Our records confirm that Mr*** 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, at 11:41AM I have contacted Mr*** 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,*** ***Customer Care Manager

The last part of this response is a straight up lie No one from Ontrac tried to contact me directly after submitting my complaint to Revdex.com I repeatedly gave them my phone number and asked them to call me, which they never did They also have my email address, but did not send me any response after blowing me off when I told them I did not receive my package Their customer service phone line is automated only and I have not been able to talk to a person about this.I don't appreciate Ontrac's refusal to accept responsibility here by insisting they delivered to my house They did not deliver anything to my house It took good samaritains and and another week before my package made its way to me The wrong recipient of my package dropped it off with a neighbor who brought it by my house, by this point the package was soaked through with water and completely covered in dirt.Ontrac did NOT deliver my package to the correct address Ontrac refuses to admit this Ontrac did NOT try to reach out to me after filing my Revdex.com report.I do finally have my package now, but it was only because of the kindness of other people living nearby.Ontrac needs to accept responsibility for their error and make corrections to their system so this does not happen again

the responde the business sent does not apply to the issue the package is not mission it is sitting Iintractable facility and they are refusing to deliver itThey have my package and won't give it to me therefore that is not anyone's responsibility but there'sThey are shifting blame to me and the company I ordered the package from when all they have to do is deliver my package

Good day, I have reached out via email directly to the complainant requesting the best number/time to call so that I may gather more information regarding the situation and assist in getting this resolvedSpecifically, I am looking for more details regarding the incident, who he has spoken to,
who was not responsive, and what, if anything, has been done up to this point.I await his response Regards,Deborah

I provided my contact information advising Mr*** I would like to discuss his concernsMy contact information was provided

Hello, Based on the complaint received by the customer, I personally reached out to Mr*** on August 21, to further investigate the issue. Mr*** reached out to me via phone on August 23rd to provide an overview of his concerns and thorough delivery instructions for his property. I have updated permanent delivery instructions on how to obtain access to his property to minimize future delivery issues. I have also provided all video and camera footage to the local facility Manager for a better understanding of the delivery location. This information was shared with the driver’s supervisor to ensure that all deliveries are made to the front door as requestedI have reassured Mr*** that it is our highest priority to ensure that all deliveries are made appropriately. I have also provided my personal contact information should he have any questions or concernsWe apologize for any continuing frustrations that the customer has experienced and are making every effort in minimizing future impacts. I will continue to touch base with Mr*** to ensure that 100% customer service is provided at all timesSincerely, Xiong L*

I don't accept there apologies because they all have been lying and giving me the run around it took for me to contact Revdex.com to get a accurate response it's been almost months still no refund but I was told they giving it to shoe palace

My apologies on this poor level of serviceI am having a member of Customer Care leadership issue a driver complaint, and have asked the Claims Manager to reach out directly to the complainant and assist in the processing of a claimClearly this is not the level of service we strive to provide,
and do appreciate you bringing this situation to our attention; if we are unaware of service issues we cannot address them. Again, my apologies.Deborah

An e-mail was sent on 01/30/to the consumerWhen reviewing the tracking number the consumer provided, we show that package has now been delivered on 01/28/I provided my contact information to the consumer as well

Even though the company states,”I have sent the consumer an e-mail asking additional questions to them and provided my contact information." They did not reach out to me following my complaint
The only response I received was the generic, auto response email that they sent me when I emailed their customer support with my complaint on July 6thThey did not clarify anythingI’ve attached the document hereThe person that actually took the few seconds to respond to your comment could have taken a few minutes to actually reach out to me instead of lyingThis company clearly has no accountability for their actionsI’ve reached out to their company as well as the Revdex.com and I’ve only received correspondence back from the Revdex.comTheir email even states that someone will reach out to me soon with an update and I’ve received nothing from themThis has only made my opinion of them worse

Good afternoon, My apologies for this poor level of serviceI see that the shipment was in fact scanned as closed, and after checking the system comments and verifying GPS data, the driver was not at the proper locationThat said, I do see that the shipment has in fact been delivered, and
according to the GPS data on the delivery scan, at the correct location. Is there anything else I can do to provide further assistance? Again, my apologies; the first attempt should have been made at the correct delivery location. Regards,Deborah

I would like to assist MrG*** with his concernsMy contact information is provided ###-###-####Thank you; Eddie Baldenegro

Hello,Based on the information that was provided in the complaint filed by Mr***, he had a shipment delivered that he has not been able to locate. Mr*** did contact our offices directly and we sent the driver back to attempt to help locate the most recent shipment, but unfortunately, when
the driver returned, the shipment was no longer at the delivery location. Using our internal technology, we have confirmed that the delivery was scanned delivered at Mr***’s delivery address. We have taken steps to update instructions for future deliveries to ensure that the delivery driver has instructions to ring the buzzer and the customer will come and open the door, and have requested that the delivery driver obtain a signature for all future deliveries to this address as it is not safe to leave if the receiver is not home to accept shipments. Additionally, the local Manager of the delivery facility in Mr***’s location has addressed this issue with the driver and the driver’s supervisor to ensure that this does not happen againI have attempted to contact to Mr*** to apologize and provide him with information on the actions we have taken, but I have not heard back from him. I was able to make contact with his spouse and did apologize to her for the inconvenience. She has confirmed that a replacement has been sent by the shipper and received by Mr***I have provided Mr***’s spouse with my personal contact information so that if he has any future questions or concerns, he can contact me directly for assistance. Sincerely, *** ** *** Customer Care Manager

I sent an e-mail to customer providing my contact informationIn addition I advised the customer that I would assist them regarding this matter

Hello, In regards to the complaint submitted, I have reached out via email
to extend my apologies on behalf of OnTrac for this poor customer service, and have assured her that this is not the level of service that
we strive to provide to all of our customersWhile we do not like to
receive
notice of these types of issues, we do strive to provide a first class delivery
experience for all of our customers and believe that each one is an opportunity
to improve how we do businessAs such, I have filed a formal complaint with
the Manager of the local delivery facility for her shipment. The issue has
been addressed with the delivery driver and the driver’s supervisor to ensure
that it does not happen again.Regards,Deborah S***

Hello, I sincerely apologize for the frustration that the customer has encountered with the delivery of her packages. As with other shipping companies, 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 customer If the appropriate tracking number associated with these deliveries can be provided to me, I will definitely take this opportunity to review and address any service challenges that has occurred. If there are further questions or if I could be of further assistance, please feel free to reach out to me at ***. Best regards, Xiong L*Customer Care Manager