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OnTrac Customer Service Phone, Email, Contacts

OnTrac
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www.ontrac.com
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4.4 1586 Reviews

OnTrac Complaints Summary

0 Resolved
227 Unresolved
Our verdict: Engaging with OnTrac at a 0% resolution rate requires careful navigation. Deep-dive into detailed customer experiences to uncover systemic issues. Critically assess their service descriptions against actual user feedback. When interacting, document every detail, as comprehensive records are vital in such scenarios. Exploring alternatives and understanding your consumer rights are crucial steps. If necessary, be prepared to seek external advice or intervention. In challenging service landscapes, informed decision-making and proactive steps are essential for protecting your interests.
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OnTrac reviews & complaints 243

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G
9:17 am EDT

OnTrac property damage due to delivery vans

To whom it may concern yesterday July 11 2019 one of your delivery drivers used my driveway to make a uturn my complaint is they always leave tire marks on my private property that ruin my driveway we have a turnabout I'm mad because the stupid drivers keep doing this and I'm about to file for trespassing and destruction of property I have a camera and always your damn trucks show up as the problem the stupid driver deliver a package to 6854 Lucite Drive Eastvale ca please advise your drivers to use turnabout or I will sue

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11:51 pm EDT

OnTrac sorry for the inconvenience???

HORRIBLE service... I was expecting a package in the afternoon. At 4.15 I checked the tracking... It had been delivered and signed for at 3:30... just 45 min ago... BUT I WAS HOME!? The initials were not mine, I did not hear the doorbell... I called their 1-800. "Sorry for the inconvenience" is not going to do it for me! They said they tracked the driver, who apparently came to my place... and someone else signed off...!? I went around in my neighborhood and even asked around...
The only explanation then IS THAT THE DRIVER SIGNED FOR AND STOLE MY PACKAGE... and nobody will ever know?
I WILL NEVER USE THEIR SERVICE AGAIN!
Sorry for your inconvenience?

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2:41 pm EST

OnTrac delivery service

Here at 299 Fremont street in San Francisco we ask that carriers scan in there packages for our Luxor 1 room where we allow them to be placed for pickup. Our new driver scans one to get the door open and dumps the rest. We will no longer allow him in our building if he can not comply with our program and rules with not being rude with our front desk staff. Please confirm when we can expect such kindness and compliance.

Thank you

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1:37 pm EST

OnTrac delivery issues

Hello...I contacted the customer service department this morning over 2 missing packages to our address..2180 Summit Drive, Escondido. One says it was delivered to my front door (inaccurate as I have a gated home and Ontrac did not call in) and the other is showing undelivered (was supposed to be here Monday). Unfortunately, I have consistently had issues with OnTrac and OnTrac only delivering to my address and in the past have had to let online vendors know I will not make purchases if delivered by Ontrac because of the severity of the issues. OnTrac consistently delivers to a gate associated with the property that has a very large sign stating NO Deliveries and giving instructions to deliver to main residential gate, which they ignore. EVERY other delivery company has been able to successfully deliver to us, EXCEPT FOR ONTRAC. I am unsure why Amazon sent both packages (now missing) through OnTrac as my account is flagged, but the point is the first 2 orders in years set for delivery through OnTrac are missing. In fact, my gardener just informed me that the other day Ontrac delivered a neighbor's package to my lower gate and he walked it over to their house. Clearly the inefficiency of your delivery service continues and has not been resolved. I have again alerted Amazon to the issue, but wanted to make you aware in writing of the problems.

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2:32 pm EST

OnTrac delivery of packages

I have written in a complaint previously as well as complained to the delivery drivers regarding delivering packages to the addressee's unit door. This has been and continues to be an ongoing problem. I manage a condominium building with 106 units, all individually owned. All other carriers EXCEPT OnTrac deliver directly to the unit doors. Although they do have a key fob to enter the main entrance to the building, they insist on leaving all packages just inside the door. I then deliver these to the individual units they are addressed to. I am not an employee of OnTRac and should not have to finish the job that your delivery drivers fail to complete. Today, 12/12/18, they delivered a package and set it inside the entrance right underneath a sign that I had posted stating that all packages must be delivered to individual unit doors and not left at the entrance. BTW, I have also filed a complaint with the BBB since you have not gotten this problem taken care of after many complaints.

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Theresa McGrath
, US
Oct 20, 2021 7:21 pm EDT

OnTrac constantly drops our packages at the wrong address we then never see them, no way to track the supers when calls say no notes made. Many times pic shows the wrong address we have two addresses on the property very visible this is fraud with them with creeps of neighbors and creeps of stores sending who do not care. The next step is the Police tired of the theft. I Will report to the Dept of Transportation and BBB as well.

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Y
12:29 am EST

OnTrac my package was marked delivered but isn’t

This is the third time I'm experiencing a problem with onTrac. Previously two orders from fashion nova were marked delivered but weren't. This time it was a Sephora order. OnTrac marks delivered but the package is never anywhere to be found. It's always LOST apparently. I never experience this problem with other shipping services like fed ex, usps or ups. Just onTrac. I hate this company and I wish you would go out of business. I'm going to file a police complaint about this. This is the third time my package was stolen by you guys.

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1:28 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

OnTrac delivery - package thrown out passenger window

An amazon box (6 pounds, 15x12x11 box) was one of many packages I was expecting today. I left my gate open, so it wouldn't be left on the street. I watched as the white truck or small van pulled into my driveway, and was ready to go and meet the driver when I saw the package ejected from the passenger side window! He then pulled out of the driveway and sped away before I could even get downstairs! I tried to call ontrac, but couldn't get a live operator
I'll be advising amazon next. Unacceptable!

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3:20 am EST

OnTrac your driver/owner operator

I am a truck driver, i just had a problem, CA 99 S, november 13 2018, around midnight 00:30, with one dark colored truck, a truck that is pulling an ontrac double trailer number is 2000, another one is 2033, with plate number 4nt2189 on 2033.

The driver driving very very agressively, as i am trying to pass, he then proceed to speed up to a speed that my truck cant keep up, flip me off with the middle finger while doing it, so i slow down and get behind him, and then he slams on the brake when there is absolutely nobody in front of him, as of he is trying to make me hitting him from behind, after that, he then proceed to switch lane, slow down, get behind me and then agressively flashing the high beam multiple tine for about 10 minutes, then he go off ramp to a different highway

I am done with a loas and just trying to go home to see my family, this driver is a young india fella, i dont even know the truck company name because it is written in india letters, i am contacting you because its your company trailers and God knows what happen if i am not handling it with clear conscience and reasoning,

I hope this dont happen to other drivers, for it is very dangerous and unpleasant, i am so glad when that driver went off ramp to visalia if i remember clearly

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12:01 pm EDT

OnTrac unfulfilled delivery

On October 15, 2018 I placed an order with Home Depot for an impact tool. It was to be delivered on October 16 at around 12:48, or so OnTrac stated on their tracking system. I contacted both OnTrac and Home Depot. Well OnTrac told me to contact Home Depot because apparently they were thinking that Home Depot was going to give me a replacement or a refund. None of that happened. I'm thinking OnTrac is either screwing over Home Depot or Home Depot and OnTrac are both screwing over their customers. All I've seen so far for OnTrac are bad reviews on the web, and Home Depot isn't doing too hot either. Regardless of any of that, Home Depot told me to place a claim with my bank, and so I did. And now I'm waiting on my bank to give me a response on the battle their fighting for me. I'm gonna say like many others have; if OnTrac is gonna be the shipping company, do your self a great favor a cancel your order ASAP!

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4:18 am EDT

OnTrac lost two of my pallets

Two trucking numeber:
D10011318897404
D10011318926493

It was terrible that you guys lost two of my pallets on July, and I emailed thousands times and called hundreds times, and you guys kept saying you were investigating but not doing any researches on where two of my pallets in. They have all the Coach woman handbags and MK handnbags and worth $40, 000 at least, and you guys never take it serious. I went to the ware house in Vancouver Washington every week and they were doing nothing effective. So I drove all the way from Washington and went to the warehouse in Reno, also drove to the warehouse in LA and still can't find my pallets. How can you guys lost two of the big pallets? It' easy to check who was the driver or which truck on the date that took my pallets, they were stealing my pallets! Can you please help me again? I am facing bankruptcy if I lost these two pallets, I can't imagine how my future is if I am lost $40, 000 ad paying the penalty to my customers,I am also losing my business. Please help me find who take my pallets!

Kris Su
My email is [protected]@gmail.com
[protected]

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12:30 pm EDT

OnTrac deliveries

Their drivers are extremely unprofessional and drive unmarked, damaged vehicles, which they park in personal driveways and leave oil stains. They leave packages on walkways out in the rain, rather than near the front door and under a overhang. I'm tired of having packages delivered and not knowing it. They leave the packages where they are easily visible from the street, subjecting them to possible theft.

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Marianne Montrose Hebner
, US
Dec 03, 2018 2:29 pm EST

This happens with every OnTrac delivery. Oil stains or the package is left near the street rather than on the front porch as the sign on the gate asks

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10:13 pm EDT

OnTrac deliveries not received

I have never had any delivery issues until people started sending things via OnTrac. In the past 3 weeks, 6 deliveries are either missing or left where they were not supposed to be left and I had to go searching for them hours later, even though I was home all day waiting to receive the packages. The delivery instructions for each was very clear that they should be delivered to my corner apt (where I was home) and noone ever knocked on my door. I wrote OnTrac every time because I could never get through on the phone. 6 deliveries! 8 notes! The co. said they marked my account to make sure the driver was bringing them to my apt. door and I think all they did was write that is where it was delivered by didn't actually bring it up, because we were here. Too much time spent tracking things down, writing each company and money lost on items not found. The only common factor on all of these deliveries is OnTrac. No other issues with any other carriers or deliveries and in fact I know my other delivery folks by name - BECAUSE I SEE THEM ACTUALLY DELIVERING THE PACKAGES. I am canceling some future business orders because they use OnTrac and have already let those companies know, so OnTrac is costing a lot of people money with their poor service and customer service.

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1:03 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

OnTrac delivery person - tripping hazard

Hello,

I am writing from the Uptown Apartments in Oakland Ca (500 William, 600 William, 601 William and 1951 Telegraph Ave). We are a large residential community with 2, 000-3, 000 tenants, many of whom use OnTrac's services. Our community has a package processing room where we receive hundreds of packages a day. This is a valuable and streamlined service we provide to our customers as well as our delivery persons.

We have had very good service and good working relationships with our OnTrac delivery drivers until recently. We have had Nassir, Eric (both great) and recently a new woman whose name I do not know. Yesterday, 9/12/18. around 5:40pm, she delivered a visibly damaged package that leaked a significant amount of beet juice all over our office. It has even stained our parts of wall which will need to be repainted.

I witnessed this happen and immediately went to back to get cleaning supplies, fully expecting this delivery person to help. It is noted that when she dropped the box she yelled "oh [censored]" in a space where many of our residents were present. We find this highly unprofessional. By the time I came back, she was already in her car preparing to leave. My security staff informed me she said "sorry" and walked away. Not only did the beet juice stain our floor and walls, it presented a significant tripping hazard to our staff.

In addition to taking incredibly poor care of our customers packages and being so disrespectful as to walk away from a tripping hazard, this delivery person arrives consistently between 5:30-6pm. We are staffed to have all the packages processed by 6pm. So when she arrives late it causes issues for the staff member working at 6pm. It also causes a lot of heartache for a residents because she delivers so close to our package hours end time.

We are requesting a new OnTrac delivery person to service our community and that that person arrives during the standard business hours of 9-5pm. If you cannot accommodate that request can you please work with your staff member to improve her attitude?

Thank you,
Jordan Mulvihill
[protected]@forestcity.net
[protected]
theuptown.net

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3:07 pm EDT

OnTrac inability to invest in improving your reputation or elevating level of expectations of your employees

Not once have we ever had a package that was delivered by OnTrac go smoothly. Often delivered to wrong address, never delivered on time and no sense of pride or professionalism by delivery drivers (i.e., packages thrown from vehicle, left in driveway etc.).

Next step is to complain to the BBB. Baffled why this company does not set higher standards and expectations of themselves and those they employ. The internet is full of examples of poor performance by OnTrac that any self respecting business would use as motivation to change their business practices and reputation.

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9:46 am EDT

OnTrac delivery

I was sent an email stating my package was delivered which it was not. I even checked my mailbox and there was no package. I call customer service next day and was told my package may have been delivered to a nightclub. OnTrac deliverers are incompetent. Who leaves a package at a club when my address states APT #? Worst carrier service. Will sue...

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11:28 pm EDT
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OnTrac merchandise never received!!

I was home all day today and saw one of your trucks outside my home. I opened the door and noticed the driver was not in the driver's seat so I assumed he/she was looking for whatever they were going to deliver. After waiting several minutes no one ever came to the seat so I shut my door. I opened it again and still no one in the seat or visible. I again shut my door. Minutes later I look out and the truck is driving away by a male driver. Hours later I received a message stating my package was delivered to my front door. This was an absolute lie! The driver NEVER got out the truck nor did he come to my door and deliver anything! I called the customer service line and was told they wouldn't and couldn't open up an investigation because the package was scanned! What?! This employee lied! I paid my money for merchandise not for a company to STEAL it! This is totally unacceptable and what's even more upsetting is more people have experienced the same thing! Look at the Yelp reviews! I want an investigation immediately!

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7:47 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

OnTrac driver complaint

I want to complain about one of your drivers who was delivering in the Carmel Valley area today [protected]) today, July 10th, 2018. A short hair heavier set fellow.

I was riding my bicycle with a friend today through our neighborhood and he harassed us twice (neither times we were even on the same road as him) in which he screamed and yelled profanities, flipped us off, etc... and then he came to my house later for a delivery in which my wife informed me he was hostile towards her and our dog, and I hadn't even mentioned to her yet about my incident. And then he showed up a 3rd time to my mother in laws house in a small neighborhood with children and was driving extremely recklessly!
I chose not to engage with the driver today, but something/someone needs to be accountable for this, especially in a company vehicle.

Thank you,

-Casey

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7:40 pm EDT

OnTrac "delivery"

Worst delivery company EVER. Amazon has used them 7 times to "deliver" to my home. Two items never arrived--"lost in transit"--and the other 5 times the item arrived days later. NOT ONE ON-TIME DELIVERY TO ME. OnTrac's website always shows the same thing: that the package was delivered to OnTrac's holding facility near my house, on the day after I placed my order, that it will be delivered later that day, yet it never arrives on time. Here is one example of an item that was supposed to arrive on Tuesday (this is from Amazon's website): "Now expected by Saturday We're sorry your package is late We're working with the carrier to get your package back on track, and we'll let you know when your package is out for delivery. Please come back Sunday if you still don't have it and we'll help you out." Was expected Tuesday, July 3 Finally, I called Amazon and told them to "deprioritize" OnTrac. In other words, Amazon will use UPS, Fedex, and pretty much any other delivery company. You CAN demand that companies like Amazon not use OnTrac. DON'T EVER USE "OnCrap" and insist that companies you deal with NEVER use them.

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11:54 am EDT

OnTrac package not delivered on time

Ontrac is not customer service friendly.
Packages should of been here on Friday didn't leave warehouse on Friday... Manager sataed I can pick up at warehouse but can't give me the address until it is confirmed to be held...Gave him my cell number as I was going to be in the area the next day (Sat) NEVER CALLED BACK...
Talked to another manager stated my packages will be delivered by 3pm Monday...I asked to do a surise service as I have not reveived them in a timely manner and was not called back so I could pick them up at the warehouse...It is ALL ABOUT THE MONEY NOT CUSTOMER SERVICE...
VERY POOR CUSTOMER SERVICE AND NOTCUSTOMER FRIENDLY

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12:26 pm EDT

OnTrac lied about delivery

Per their tracking information, a package was supposed to have been delivered to my front door. This is impossible, as there is a locked gate across the driveway, and there were 3 dogs between the gate and my house at that time, plus I was home - nobody was at my front door! When I called Ontrac, the representative kept insisting, that the package was scanned at my location and thus must have been delivered. She completely denied the possibility, that the driver may have made a mistake, or kept the package for him/herself (it contained expensive electronics). She was not willing to have the driver contact me, which would have cleared the problem up quickly. The rep's supervisor was equally unhelpful and stone-walling me.

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Daniel Rynne
, US
Aug 03, 2018 3:58 pm EDT

Just had a very similar situation last night. Driver said the package was delivered when it clearly wasn't because I was standing at my front door at the time they said it arrived. Customer representative refused to believe that there were any other possibilities and her driver was not wrong. Her only answer was "we delivered the package and so the problem is between you and Amazon". Worst company ever. I wish Amazon would dump them and use more of their own drivers, we never have any trouble with them.

OnTrac Customer Reviews Overview

OnTrac is a logistics company that specializes in regional package delivery services within the Western United States. They offer a range of shipping options including overnight delivery, as well as two-day and ground services. OnTrac aims to provide a cost-effective alternative for businesses and individuals looking to ship parcels quickly within its service area. Their network is designed to facilitate timely deliveries, with a focus on customer satisfaction through tracking and support features.

OnTrac In-depth Review

Overview: OnTrac is a shipping company that provides fast and reliable delivery services. With years of operation, they have established a wide geographical coverage.

Service Quality: OnTrac excels in delivery speed and reliability, ensuring that packages reach their destinations on time. Their tracking information is accurate and up-to-date, giving customers peace of mind. They handle fragile or sensitive items with care, minimizing the risk of damage. Customer satisfaction ratings are consistently high.

Pricing and Value: OnTrac offers competitive pricing compared to other shipping companies. Their pricing structure is transparent, with no hidden fees or surcharges. Customers find that OnTrac provides excellent value for money in terms of service quality.

Coverage and Reach: OnTrac covers a wide range of areas and regions, ensuring that packages can be delivered to various locations. They also have international shipping capabilities, making it convenient for businesses with global operations. Expedited and same-day delivery options are available for urgent shipments.

Customer Support: OnTrac's customer support is readily available and responsive. Customers find it easy to contact them for assistance. They provide helpful support with tracking, claims, and inquiries. Customer support representatives are professional and knowledgeable.

Technology and Tracking: OnTrac's website and online platform are user-friendly, allowing customers to easily navigate and access the information they need. Tracking information is accurate and updated in real-time. They offer integration with e-commerce platforms and business systems. Their mobile app provides convenient functionality and features.

Environmental Responsibility: OnTrac is committed to sustainability and eco-friendly practices. They actively work to reduce carbon emissions and minimize their environmental impact. They use alternative fuels and energy-efficient vehicles. OnTrac also partners with environmental organizations and initiatives.

Industry Reputation: OnTrac has a strong standing within the shipping and logistics industry. They have received awards and recognition for their exceptional services. They have established partnerships with reputable companies and organizations. OnTrac holds industry-specific certifications and accreditations.

Security and Insurance: OnTrac takes measures to ensure the safety and security of packages during transit. They offer insurance options for high-value or fragile items, providing additional protection. Their claims process is efficient, resolving issues promptly. Customers can trust OnTrac to protect against loss, theft, or damage.

User Reviews and Testimonials: User reviews and ratings from various sources highlight OnTrac's positive reputation. Satisfied customers praise their reliable services and excellent customer support. Some common complaints or issues raised by users include occasional delays. Overall, users have a positive sentiment and consensus about OnTrac.

Conclusion: OnTrac is a reliable and trustworthy shipping company that excels in delivery speed, service quality, and customer support. They offer competitive pricing, wide coverage, and environmentally responsible practices. OnTrac is recommended for businesses and individuals with various shipping needs. It is a reliable choice for those seeking fast and reliable delivery services.

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Phone numbers

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Website

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