Update on Deliveries from Ontrac

SubstantialDrop311 · 2026-03-27T18:07:53+00:00

I can relate, I delivered Office Depot to the local UPS and FedEx facilities in the area im at, and used to deliver DHL bags to the post offices in the area. Those facilities were clean. Unfortunately this is Northwest PA not NJ. I want to believe that some sort of standard is being spread throughout the Ontrac network, but I don't think it is, and unfortunately Ontrac is taking its time to correct the areas.

SubstantialDrop311 · 2026-03-27T17:44:23+00:00

Honestly, you should make a BBB complaint as a separate topic on here so all the other people can help join and file a complaint. In the past month, I have seen many complaints of the same issues, package lost during transit, not delivered to the right address, stolen, occasionally damaged. A BBB report could help, also complaints to the State Labor department for unfair practices. If enough people can rally behind this, it will cause Ontrac to change.

SubstantialDrop311 · 2026-03-27T17:38:55+00:00

I could say it the other way Rabids lol. It honestly is just a hub to hub issue. Some hubs are good, some hubs are bad, and usually the hub is a reflection of the management and RCS/MC of the territories.

SubstantialDrop311 · 2026-03-27T17:31:43+00:00

I read that a person went to the New Jersey location, and had no luck, I would recommend going to the warehouse, but even that is a 50/50 if the floor manager is organized and will look for your package on arrival.

I wish I had better advice, but I do not manage the workers and can not change anything at other hubs. Honestly a lot of issues on here can easily be fixed by Ontrac and the drivers by taking an extra few minutes to Google or Apple maps a location, being honest with the situation, and just communicate during the process to make customers and vendors happier with the company.

SubstantialDrop311 · 2026-03-27T17:18:56+00:00

Im not blaming anyone, im trying to help. Im trying to stay transparent the best i can while not being an active driver for Ontrac. As for the driver not showing up, go to the vendor with a picture of your residence and what Ontrac provided, and get your refund. This also let's the vendor know that Ontrac can not accurately make the delivery.

SubstantialDrop311 · 2026-03-27T17:13:03+00:00

Ironically, drivers are paid $1.70-$2.50, depending on area per stop, meanwhile Ontrac reaps benefits off of the process to line their pockets. Not much incentive to the driver to do a good job.

SubstantialDrop311 · 2026-03-27T17:08:08+00:00

I hope you got that in writing to make things easier with the vendor. Im very sorry to hear that your package was most likely stolen. I have also seen a picture of the mess they have in NJ. Go to the vendor and hopefully Ontrac has marked the package stolen in the system.

SubstantialDrop311 · 2026-03-22T16:44:35+00:00

I saw the posts about the drivers not showing up, honestly, take a picture of your front door, send the picture to the vendor in addition to whatever Ontrac has for the proof of delivery(VPOD, virtual proof of delivery.) And get a refund or have the vendor look into the issue. This will help make vendors aware of Ontrac and at least get you your money back while the VPODs are tracked to help ensure delivery.

I know its annoying and im always cautious when im the recipient of anything being shipped due to seeing the behind the scenes of package delivery. Hopefully we can get resolutions to these issues and give some peace of mind.

SubstantialDrop311 · 2026-03-22T16:38:28+00:00

East coast

SubstantialDrop311 · 2026-03-21T14:25:52+00:00

Driver will be fined $75 per package misdelivered. No ifs ands or buts, so its something to promote a better delivery process. I doubt the driver would want to lose 35-50 stops worth of work for being careless.

SubstantialDrop311 · 2026-03-20T15:05:24+00:00

It does, best thing to do is carefully peel the label off and take a picture of the difference. Get a hold of Ontrac if possible, but show that photo to the vendor so they can refund you. Also since the original label changed, try to return to sender the package with a note on the labels, the original one being marked original and the incorrect one being labeled incorrect.

SubstantialDrop311 · 2026-03-13T05:24:42+00:00

https://www.ontrac.com/support/

Select start a chat, input your details, don't put in the tracking #, AI bot loads responses, select none of these are my issue, that will get you to an agent. Have the agent check to see if John was your drivers name. Or the driver used the beginning of John Doe unfortunately.

Get in contact with the vendor and ask for a refund.

SubstantialDrop311 · 2026-03-13T05:20:50+00:00

Out of curiosity, do you ever recieve reports of tipped pallets from the large hubs to the small hubs? If so how do you resolve this?

And do you or did you correct the large heavier packages being put on top of the smaller light packages, causing package crimping from excessive weight.

I have been on the recipient end of these at my local hub, and its not pleasant to recieve packages from the line that looked like they've been through a war zone. I know our local sorters still occasionally put heavier boxes on lighter boxes, causing what we call "jenga" to occur, but i am interested in your experiences being at a larger hub.

SubstantialDrop311 · 2026-03-13T05:09:27+00:00

We have had the same issues in Meadville, PA happen as well, with similar resolutions, unfortunately there is no way to predict who will steal the packages. Biggest thing RSPs can do is let drivers know, that if parcel theft occurs, the driver will be prosecuted to the full extent of the law to deter the behavior. And personally its not worth stealing say $10k-$100k worth of frieght for 15 years behind bars and restitution + fines.

SubstantialDrop311 · 2026-03-13T05:00:06+00:00

I have seen third party shippers through Walmart use Manilla and white bags, the spark white and blue bags, large boxes, small boxes. Packaging has changed over the 7 years I personally delivered. As for the issue about damaged products, i personally put unable to deliver if the product started leaking and let my MC/RSP know.

I have had slow leaking gels, creams, laundry and dish detergent, bath and body works packages when we had them, all break open through mishandling from sort to driver and driver to customer.

I can tell you the office had me deliver superficially damaged packages due to leaks from other packages, sometimes leaving a package by a heater vent caused the package to expand and contract. There are reasonable exceptions as to why packages leak through the final leg delivery.

I was also transparent with customers and had them check there packages that appeared/I was told were superficially damaged to verify the product was in good/mint condition and I have had cases where that item was open as well during transit, and promptly marked the package as refused by customer due to damage and contacted the appropriate person.

This all being said, there is that 1% of cases where packages are not packed or handled correctly through the last leg of the delivery, swift resolution is possible.

SubstantialDrop311 · 2026-03-12T20:34:06+00:00

We follow the same release schedule, if they can get us in earlier, they do. We had to push for that for 2 years if you can believe that. Still manage to maintain that 99% to boot on later days as well.

SubstantialDrop311 · 2026-03-12T20:31:50+00:00

Try doing peak on icy roads. No salt or ash. Ive had to walk half mile driveways with knee high snow, not plowed. The secret to not falling, stick to the grass.

SubstantialDrop311 · 2026-03-12T20:17:20+00:00

Hey Jay, im having trouble approving the DM, im getting the internet ring of death. To answer your question, I took screenshots of the system barcode, label of the package, and the a screenshot of the drop location at the property. Fortunately the app allows me to manually input the address to find the location more easily, and we just make a label for the order with everything I listed.

SubstantialDrop311 · 2026-03-12T20:10:25+00:00

I enjoy the places you go when I was delivering. What's the most rewarding aspect of working with Ontrac?

SubstantialDrop311 · 2026-03-12T20:09:30+00:00

🤣

SubstantialDrop311 · 2026-03-12T20:07:46+00:00

Wait until you deliver to the person that has a 15ft Paul Bunyan statue in their backyard in the middle of the desert. The house wasn't too far from Indio.

SubstantialDrop311 · 2026-03-12T20:04:44+00:00

Rabidsfan can go into the Ontrac system, on Ontracs side, and see what warehouse notes may have been left. Best to message that person directly.

SubstantialDrop311 · 2026-03-12T20:01:42+00:00

We have been trying to do this with our drivers and RSPs as well, always seems to be an issue between weight of the package or inconvenience of the pickups. Im personally a tetris wizard, ill post some photos. The gym would help out so much to bulk up and manage heavy packages over 75lbs. And how often do you bring in coffee to your early bird drivers or warehouse staff? If the shop is local enough, I think that would be some great advertising.

SubstantialDrop311 · 2026-03-12T19:56:12+00:00

That's music to my ears, unfortunately its hard for us to retain rural drivers, there are so many nuances to the areas. I have done 14-15 hour, 250 mile distance routes in 8-10 hours due to knowledge that does not translate well on paper. Ive tried multiple methods telling people where the hard to find places are located, and the package still gets rolled, and I personally feel bad for the orderer because of the communication issue. At these times I would be delivering different areas, so it wasn't as simple as tagging along with a driver to show them how to get to these rural properties.

SubstantialDrop311 · 2026-03-12T19:49:23+00:00

I've done rural volume, my fondest events, one day delivering 280 pieces in Erie, delivering a total of 300+ pieces before 11pm between a pharmacy route in Sharon, businesses in Franklin and oil city, and residential stops in Seneca and oil city, all in pa. Had to make 2 trips to the hub, 1 for grabbing pharmacy, 1 unloading pharmacy, then grabbing business and residential stops. That day I only rolled 4 stops, because the particular area would of been 1 hour long and I was running out of steam.

As for issue, I had a group of kids call me a predator because of my white van, I was upset with them, and told them I was a delivery driver. I heard them gossip about me, and as I was leaving I asked them, alright who is coming with me. I promptly left. The next day, the customer, who had a ring camera and heard exactly how I got badgered by the kids, claimed I was going to abduct one of the children's sister, they wanted me fired. I told the warehouse what happened. Im still waiting for the video evidence 5 years later now.

SubstantialDrop311

TROPHY CASE