OnTrac

Mr. [redacted],
 
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 to me if there is anything else I can do, or be of further assistance.
 
Regards,
Deborah S[redacted]

I have never once received a package from OnTrac on time. I have had multiple deliveries made by them in the past 2 months, and each package is anywhere between 1 day to 4 days late.

I paid for next-day shipping on my most recent package and received it 4 days later.

I called customer service when my first package was late and they didn't even know where it was. I was put on hold for an extended period of time and they still couldn't help me. They told me they'd call back and never did.

I do not know how this company is still in business. I have never once received a package on time from them, no matter what rate I pay, and their customer service is a terrible.

I've never had a late package to my address from any other carrier, so I know it's not my location that's the issue.

I've also never left a bad review like this for any company, but this is unacceptable and needs to be remedied.

Good day,
 
First, I'd like to offer my apologies for your poor customer experience.  Can you please provide me the tracking number of your shipment so that I can retrieve the shipment information out of our system and follow up on all of your concerns?...

 
Regards,
Deborah

OnTrac was supposed to deliver a package to me from Amazon, but marked it as an "Incorrect Address". This is obviously a false claim, as I have been ordering packages from amazon for years. Based on complaints filed with the Revdex.com, I would say that they fail to address their pattern of failure. I would recommend this company to no one, and the fact that this company has an A+ rating discredits the Revdex.com and their accreditation system.

I looked into tracking my packages 3 days after they were shipped on a non rush delivery order. To my surprise, the tracking had details that the package was delivered 2 days earlier. I work from home, and heard no knocks on my apartment door that day. I also went outside... and well you guessed it the package wasn't there. I reached out to OnTrac's customer service center through their website, provided them with the tracking details and what happened, and they have now been waiting 7 days to hear back from a driver about his scheduled revisit to the location "to conduct a thorough search in an effort to assist in locating your package." This company doesn't seem to have their business together, and they seem extremely shady.

Hello,
While I truly understand the level of frustration of the complainant, I am unsure of what else to do to resolve this complaint. We were unable to retrieve the shipment that was mis-delivered; I explained that while our website states 'closed' we do actually have staff on site and working, we are just not open to the public, and I offered apologies. The overall experience was poor on many levels. If the complainant could request a reasonable resolution I would be happy to work with them on it and see what, if anything, I can do.
Regards,

This company is the worst! After staying home every night this week in order to ensure I got my package, they still returned it to sender. When I called customer service, the punk 19 year old kid working, demonstrated an unnecessary amount of attitude considering it was their mistake. "According to their records" 3 attempts were made to deliver my package. Totally false. I was home. Not a single attempt made all week. Are your delivery drivers just too lazy to actually deliver packages? Or is it normal practice to falsify your records? And your company doesn't leave any sort of written notice that they attempted delivery? Even though EVERY other company that delivers packages has the sense to leave a sticky note on the door? It's an unacceptable way to run a company. I have no clue how you manage to stay in business.

Worst shipping company ever. [redacted] uses ontrac to ship me supplements and the first time I ordered something from them this year it came broken. The box was just thrown on the concrete and busted open and damaged the contents. The second time I ordered something it came no problem. The most recent order has yet to arrive and shows up as "staged for delivery" in the tracking info on OnTrac's website. It updated the tracking info 4 times with the same status "staged for delivery". The package was supposed to come two days ago. Still waiting. Hopefully they don't damage the contents again which would mean I have to go to FedEx to ship it back to bodybuilding.com. I've read numerous negative reviews about this company from people with Amazon prime. I won't be doing business with any company that uses OnTrac in the future.

Hello,Based on the information that was provided in the complaint filed by Ms. [redacted], she was expecting a delivery that was scanned delivered, but she was not able to locate.  Ms. [redacted] did contact our offices directly and using our internal technology, we were able to confirm that...

the shipment was not delivered correctly to Ms. [redacted]’s address.  The driver was sent to recover the delivery from the incorrect delivery address and the shipment was delivered to Ms. [redacted] as soon as the issue was identified.  Additionally, Ms. [redacted] had another shipment that was due for delivery last week that was not delivered until today.  This shipment did arrive at the destination facility on the expected delivery date, but was not scanned out for delivery until this morning.I have filed a formal complaint with the local delivery facility on behalf of Ms. [redacted] to ensure that Ms. [redacted]’s concerns are being addressed by the local leadership team.  I have spoken directly to the General Manager of the Delivery facility that services the city where Ms. [redacted] receives her shipments several times, and have received confirmation that this issue has been reviewed with the delivery driver and the driver’s Supervisor to ensure that this does not happen again.  To ensure that future deliveries are completed accurately and on time, the driver’s supervisor is going to personally oversee these deliveries until he is confident that they will be delivered without incident and to ensure that Ms. [redacted] does not experience any future delayed deliveries.I have corresponded with Ms. [redacted] several times via email and have attempted to contact her directly via phone today to apologize for her less than stellar experience with OnTrac, advise her of the actions the local OnTrac facility is taking and provide her with my personal contact information so that if she has any future questions or concerns, she can contact me directly for assistance.  I was not able to connect with her via phone, but did leave her a voicemail and have followed up with an email to apologize again and advising her of the actions taken. Sincerely,[redacted]Customer Care Manager

I sent the consumer and e-mail advising that I would need the tracking number of his package, so that I may further assist him. As with any shipper, the tracking number is a key component when researching items as such.

Hello, Based on the complaint received by the customer, I have addressed his concerns with the local delivery facility.  Based on the tracking numbers provided by Mr. [redacted], our records do confirm that these shipments were delayed in delivery.  2 separate delivery...

drivers were unable to locate the receiver’s home on the first attempts. The shipments were delivered the following day as the drivers both reported they were unable to locate the customers address.  I contacted the Manager of the local delivery facility to review both examples provided and a meeting was held with the drivers and their Supervisor to address Mr. [redacted] concerns.  In both instances, the drivers stated that they were not able to locate any signage showing the actual address visible from the street and due to closed construction fences, did not feel it was safe to leave the shipments.  To ensure that this does not happen again, we have updated our data base with the cross street information for Mr. [redacted] home, and his phone number, which he provided previously so that they can call for directions if needed.  Additionally, we have reminded the delivery drivers that they can call into our Operations Support Center to get directions while on route, or we can call the customers for directions on their behalf to ensure timely delivery.  The Manager of the local delivery facility also will be monitoring for shipments going to Mr, [redacted] address to help monitor to ensure that there are no issues with future deliveries.I have attempted to contact Mr. [redacted] directly via phone to apologize for our less than staller performance regarding the delayed delivery of his shipments, but his voicemail states he is unavailable until the end of the month.  I have left him a voicemail and I have followed up with him via email as well.  In addition, I have provided him with my direct contact information so that I can assist him directly with any future issues or concerns.Best Regards,[redacted]Customer Care Manager

I responded to the consumer on 12/08/16, asking that they provided the OnTrac tracking number so that I may further assist them. The consumer did not provide this within the Revdex.com complaint they filed. An e-mail was sent with instructions on what is needed. In addition my contact information was...

provided as well.

I placed an order with Amazon to a business labeled as do not deliver on weekends. I received a notification that the package was being delivered, however it was Sunday and specified the address was a business address.

I received two missed calls and a voice mail asking if they could leave the package since it needed a signature.

Shortly after that I received a text from Amazon letting me know the package was going to be re-delivered on Monday.

Monday come and goes still not package. I called and was told they would reschedule for Tuesday and here I am still no delivery. I know when I call they will tell me the same as yesterday.

In regards to the complaint submitted, I have contacted Ms. [redacted] 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 reported as delivered on November 11, 2014.  The customer...

contacted us directly on November 13, 2014 to advise that she could not locate the delivery, but there was a shipment delivered to her for a 3rd party.  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 door where it was reported as delivered on the 11th.  We also had the delivery driver check with the 3rd party address to determine if the shipments were delivered to the wrong location to be recovered, but the 3rd party receiver has not been available to confirm if they received Ms. [redacted]'s shipment in error so that we could recover and deliver to her if located.  Based on my communication with Ms. [redacted], I have made multiple attempts to contact the shipper on her behalf to advise of the situation.  Unfortunately, they have not responded to our requests for a call back.  I have advised Ms. [redacted] at this time, she will need to reach out to the shipper directly for assistance with a refund or replacement of the items she ordered and requested she provide them with my contact information if additional information is needed to help resolve this issue with the shipper.  I have sent an email to Ms. [redacted] 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,[redacted]Customer Care Manager

I have reached out to the consumer to advise that at this time we do not have his package. My e-mail states that the consumer would need to follow up with the shipper in order for the package to be replaced.

I have sent the consumer an e-mail requesting to further assist him. His situation involved a perishable item. I wanted to advise as to what the protocols are regarding perishable items. ...

[redacted]...

[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], at this time the interim response is satisfactory to me.  Final resolution would be contingent on further follow-up by the company (they have indicated someone will be contacting me) and will wait for the business to perform this action, and determine if the outcome is considered satisfactory at that time.

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,

I don't understand the A+ rating of this company from the Revdex.com! My review of ONTRAC is so very similar to all the other negative reviews that it's scary. Yet the company is still in business, and being used by a reputable companies for shipping products to loyal customers.

My experiences with ONTRAC is that they either choose not to deliver or deliver

to the wrong address 8 out of 10 times. YET my orders always say delivered! I cannot help but think this may be on purpose. Why do so many people have the very same identical complaints? I wish that all companies would stop using ONTRAC.

I cannot tell you how many times I have had to call the places from which I order to find out where my delivery ended up. I have had refunds issued for fear of re-ordering and having this company "deliver" my items. .

OnTrac claims to have delivered an Amazon order to our rural house at 10:30pm. After we called to let them know we did not receive it, we requested that the driver explain where he left it or to come back and show us. After a few phone calls back and forth to someone, not in our town, they said that the driver went back to our house at 2:30pm a day later and spoke to the person they delivered to, who confirmed that yes they received the package. I let OnTrac know that this was not true, that he either went to the wrong house again or he is not telling the truth. They simply stated that they closed the case and that Amazon would be responsible. I asked them to not deliver to my house again.