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Business Profile

Delivery Service

OnTrac

Headquarters

Important information

  • Customer Complaint:
    Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 20 complaints handled through our conciliation process.

Complaints

This profile includes complaints for OnTrac's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

OnTrac has 20 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Country
    Please enter a valid location.
    • OnTrac

      14850 Thompson Rd Chantilly, VA 20151-1029

      BBB accredited business seal
    • OnTrac

      269 W Jefferson St Syracuse, NY 13202

    • Ontrac

      2401 E Brundage Ln # B1 Bakersfield, CA 93307

    • LaserShip Inc.

      9201 King Palm Drive, #14, Suite B Tampa, FL 33619

    • Ontrac

      2247 N Plaza Dr STE D Visalia, CA 93291

    Customer Complaints Summary

    • 3,425 total complaints in the last 3 years.
    • 1,163 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/29/2025

      Type:Delivery Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered some clothes from ******** on 3/12/25. According to Ontrac tracking my package was brought to their facility in ********, ********** on 3/14/25. After it was brought to that facility the package was never moved again. It remained at this facility for almost two weeks with the delivery date changing every day until 3/27/25 when all of a sudden it says "delivered and left at front door." This is clearly a lie as I live in a building with doormen. All packages must be logged at the front desk and no one is granted access to my apartment unless they've called me and I approve. It is not possible to leave anything at my apartment door. My package was stolen by this delivery company.

      Business Response

      Date: 04/01/2025

      Hello,
      Please find our response to this complaint. Please reach out should you have any questions or concerns.

      Thank you,
      ******
      Executive Escalations Specialist
      OnTrac Customer Service
      ******************************

      Customer Answer

      Date: 04/08/2025

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

       Complaint: 23131869

      I am rejecting this response because: The package was not delivered, you're tracking was false. The front desk never received any packages from you and there is no "front door" for the package to be left at. Please provide proof that my package was delivered and what "front door" or "porch" because whomever input the tracking information lied! Is there photographic proof of this "delivered package?"


      Regards,

      ******** ********








      Business Response

      Date: 05/02/2025

      Hello,
      Please find our response to this complaint. Please reach out should you have any questions or concerns.

      Thank you,
      ******
      Executive Escalations Specialist
      OnTrac Customer Service
      ******************************
    • Initial Complaint

      Date:03/28/2025

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I made a purchase through **** on March 10, 2025 for over $179. They shipped the package through OnTrac. This was my second having a package shipped through OnTrac. The first time I encountered them, their delivery man had burned a hole through my package, with a marijuana joint. I know it was marijuana because half of the joint ended up inside my package. It is illegal to have marijuana in the state of *****. The second package was received at the OnTrac delivery hub in ******, ***** on March 17, 2025. It was then delayed through March 25, 2025. After being told that my package would be delivered day after day, I was told by a representative for OnTrac that if my package was delayed for over 7 days, it was probably stolen by someone at that delivery hub because they are know to take packages and then update the package as delivered, when in fact it never was. On March 26, 2025, at 11:30PM, that's exactly what happened. It was marked as delivered, and there was no package left behind. The representative was right. OnTrac had stolen my package. When I put a ticket in, through WINK, a chat box, in order to have OnTrac through investigate this delivery that never happened, they told me to contact Temu because it wasn't going to be delivered. I checked online, and OnTrac has hundreds, if not thousands of complaints, doing this exact thing. I just want my package with the merchandise I paid for. I'm shocked that businesses use this company knowing what they do and what they're capable of. Also, they take photos of the delivery when they are actually delivered, and there isn't a photo of this delivery. It's because they didn't deliver it. Not only that, it states on the tracking page that the package is supposed to go to *******, ***** where I live, but it was scanned as delivered in ******, *****, which is where the OnTrac delivery hub is located. It's nowhere near *******, *****, which proves they didn't deliver my package. They actually have STOLEN my package. *****.

      Business Response

      Date: 04/01/2025

      Hello,
      Please find our response to this complaint. Please reach out should you have any questions or concerns.

      Thank you,
      ******
      Executive Escalations Specialist
      OnTrac Customer Service
      ******************************

      Customer Answer

      Date: 04/08/2025

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

       Complaint: 23130222

      I am rejecting this response because:

      This is your generic response to all of your complaints. I have taken the time to go through and read the other hundreds of complaints against this company, and all of your responses are the same to every single person. I have been told by an OnTrac employee, that this is an automatic response you give, and that no one actually reads any of the complaints through the BBB for this company. You have just proved YOUR employee correct. You scanned my package as delivered, but it was never delivered. In fact, you have it scanned in as delivered in ******, *****, where your delivery hub is located. I do not live in ******, *****, and I didnt receive my package. You do this to a lot of peoples packages. When an employee had stolen a package, you either track it as DELAYED, and after a few days, you track it as delivered, when you know there was no delivery, just so you can lie and say it was, like you are doing right now. I know for a fact that when you actually deliver a package, you take photos of the delivery as proof of delivery. You clearly dont have any photos from my package being delivered, because it was never delivered. ONTRAC IS A COMPANY THAT STEALS PACKAGES FROM HARD WORKING CUSTOMERS. THEY LIE ABOUT DELIVERING PACKING, AND CAN NOT PROVE SUCH DELIVERIES. ONTRAC NOT ONLY EMPLOYS THIEVES, THEY ALSO EMPLOY DRUG DEALERS AND DRUG USERS. During the ONLY delivery OnTrac actually made to my house, I found marijuana inside my package, put there by an OnTrac delivery man that burned a hole through my package because he was smoking marijuana while delivering packages on behalf of OnTrac. I found a good amount of marijuana in my package. THIS DRUG IS ILLEGAL IN THE STATE OF *****. ONTRAC CARES NOTHING ABOUT THE **** OF STATE, and PLACES CUSTOMER FREEDOM, LIVES and HEALTH IN DANGER. YOU NEED TO BE INVESTIGATED AND SHUT DOWN BY THE *** AND ************************. I WILL BE FILING A COMPLAINT AGAINST YOU WITH THEM AS WELL. 


      Regards,

      ******* ******








    • Initial Complaint

      Date:03/27/2025

      Type:Delivery Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased pokemon cards for my son's bday and I got texts saying it couldn't be delivered because no one was home to sign for it. Someone was home and I have a ring camera showing that no one came to the door or rang the doorbell. The next day I got a text saying they couldn't deliver it because there's an access code needed at the delivery address. It's a house with no gate and no access code needed of any sort. I tried to contact ontrac and the live text support agent wasn't helpful at all and just kept saying they will try again to deliver it. The phone number for ontrac just hangs up on you. They wouldn't allow me to change the delivery address either. I called ******* and complained as well. I can't get any help to actually receive this package. They pretend that they tried and no one ever actually comes to my house. Worst experience ever. At this point, I'm just going to dispute the charge and buy elsewhere. It is beyond frustrating

      Business Response

      Date: 03/31/2025

      Team,


      Please find our response to this complaint. Please reach out should you have any questions or concerns.


      Thank you,
      Sierra
      Executive Escalations Specialist
      OnTrac Customer Service
      ******************************
    • Initial Complaint

      Date:03/26/2025

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My delivery was not delivered. I cant speak to anyone for help. This is the 5th package this company loses that needs to be delivered to my house.

      Business Response

      Date: 03/27/2025

      Hello,
      Please find our response to this complaint. Please reach out should you have any questions or concerns.

      Thank you,
      ******
      Executive Escalations Specialist
      OnTrac Customer Service
      ******************************
    • Initial Complaint

      Date:03/26/2025

      Type:Delivery Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      - LaserShip in ******, ** is the OnTrac carrier for ******. Any packages that are delivered by OnTrac in ****** are delivered by them - LaserShip has lost/missorted/delivered weeks late 3 packages of mine in the last 4 months. 2 other packages through them have arrived on time. - The latest package was sent by ******, purchased on Feb 27, 2025. LaserShip claims it was delivered Mar 2. It was not.- The carrier did not take a photo of the delivery, it was not delivered to any of my immediate neighbors, there was no delivery on my door camera that day.- I first created a claim with OnTrac on Mar 3 and they said they would contact the carrier and if the package wasnt found or delivered in 48 hours I would have to contact the sender. It was not found.- I contacted ****** on Mar 6 and they said they would create a claim with the carrier and it would take up to 14 business days to process. This time has elapsed and the carrier still hasnt processed the claim.- Ive tried contacting OnTrac about this and the other claims for other packages several times. The only way you can contact OnTrac customer support is through Live Chat. The agents there will not do anything other than tell you to contact the sender if the claim goes beyond 48 hours. They will also not give you a a phone number to contact support.- LaserShip in ****** currently has a 1.5 star rating with 248 reviews on ******. Most reviews are 1 star with reports of losses and thefts

      Business Response

      Date: 03/31/2025

      Hello,
      Please find our response to this complaint. Please reach out should you have any questions or concerns.

      Thank you,
      ******
      Executive Escalations Specialist
      OnTrac Customer Service
      ******************************

      Customer Answer

      Date: 04/08/2025

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

       Complaint: 23119319

      I am rejecting this response because:

      This is the same way they respond to my inquiries via live chat support. It leaves me no recourse beyond the actions Ive already taken. There is a systemic issue at this facility that needs to be addressed. 

      Regards,

      ****** *****








    • Initial Complaint

      Date:03/25/2025

      Type:Delivery Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order with REI on 3/21. On 3/23/25 Ontrac did not deliver my parcel. They stated I refused it which I did not. I chatted with a representative that the parcel would be held for pickup and to wait for instructions. 48 hours later I had received no information so I chatted again and was told they no longer allow pickup and that my parcel was at a **************** 1 1/2 hours from where I live and to wait for pickup instructions. I stated I was just told there is no pickups and I wouldnt drive that far for a delivery. She clarified my delivery instructions and that The parcel would be delivered in 1-2 days I contacted REI to file a complaint and was told a new order would be shipped via ***. Got a message from OnTrac stating my parcel was delivered. I went to look for it only to find it nowhere. I went into the delivery message and found the parcel was being returned to REI. Ontrac is the most incompetent delivery company *** dealt with. From here on I will request another delivery service if I order from *** again

      Business Response

      Date: 03/26/2025

      Hello,
      Please find our response to this complaint. Please reach out should you have any questions or concerns.

      Thank you,
      ******
      Executive Escalations Specialist
      OnTrac Customer Service
      ******************************
    • Initial Complaint

      Date:03/25/2025

      Type:Delivery Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 3/24/25, OnTrac claimed to have delivered a package to me, but they did not. The picture they sent me was of an undescript package in front of a location that was not my home. They stole the package - which was a high value item - and when I contacted them about the theft multiple times, they kept insisting it was delivered. It was not delivered. OnTrac stole the item.

      Business Response

      Date: 03/26/2025

      Hello,
      Please find our response to this complaint. Please reach out should you have any questions or concerns.

      Thank you,
      ******
      Executive Escalations Specialist
      OnTrac Customer Service
      ******************************
    • Initial Complaint

      Date:03/24/2025

      Type:Delivery Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered 2 pairs of shoes via ******. The shoes were not delivered to my address. OnTrac shows as delivered but in a completely different state. ****** was unhelpful in asking me to ask neighbors, but by the photo alone, you can see the delivery is not like any home in our neighborhood. No way to reach anyone from this company as it's all automated online.Why were my shoes stolen and sent to someone else? Has my data been breached and is now not safe with my address, credit card information, etc?As a disabled veteran, I deal enough each day with stress, but for your company to blatantly commit fraud and steal deliveries from ****** to regular people has to be fixed.

      Business Response

      Date: 03/25/2025

      Hello,
      Please find our response to this complaint. Please reach out should you have any questions or concerns.

      Thank you,
      *****
      Executive Escalations Specialist
      OnTrac Customer Service
      ******************************
    • Initial Complaint

      Date:03/24/2025

      Type:Delivery Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My package has been delivered to the wrong address and I have no idea where it is. The proof of delivery photo is not the apartment complex where I live. This is the 3rd time this has happened with OnTrac. I dont understand why packages cant be delivered to my apartment. This is an order worth over $200 and is ridiculous that packages cant be delivered to the correct address.

      Business Response

      Date: 03/25/2025

      Hello,
      Please find our response to this complaint. Please reach out should you have any questions or concerns.

      Thank you,
      *****
      Executive Escalations Specialist
      OnTrac Customer Service
      ******************************
    • Initial Complaint

      Date:03/24/2025

      Type:Sales and Advertising Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This is a delivery company that does not deliver anything. I have had orders in the past use OnTrac that never came. I had an order out for delivery on 3/11/25 that they said they attempted but they did not. They said they returned the package to the seller but it says it is just sitting at their facility and the merchant will not refund me or resend the package.

      Business Response

      Date: 04/11/2025

      Hello,
      Please find our response to this complaint. Please reach out should you have any questions or concerns.

      Thank you,
      *****
      Executive Escalations Specialist
      OnTrac Customer Service
      ******************************

      Business Response

      Date: 04/21/2025

      Hello,
      Please find our response to this complaint. Please reach out should you have any questions or concerns.

      Thank you,
      *****
      Executive Escalations Specialist
      OnTrac Customer Service
      ******************************

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