Business Profile

Delivery Service

OnTrac

Headquarters

BBB Accredited Business A+Rated by BBB

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

Customer Complaints Summary

3,423 total complaints in the last 3 years.
1,150 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.

Initial Complaint
Date:04/09/2025
Type:Delivery Issues
Status:
ResolvedMore 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 a package from a store that was shipped via LaserShip on March 26. As soon as they took possession of the package, it was rerouted. That was in ******, *******. I have tried to reach out to support, who said they would help, but I have heard nothing back. The store I ordered from is willing to give me a refund but Im really frustrated because I wanted the product and it is now sold out. I looked more online and found this ex-employee whistleblower on Reddit reporting that he worked around the ******* region and that theft is rampant. Here is the link: ****************************************************************************************************************
Business Response
Date: 04/17/2025
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: 04/22/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ******
Initial Complaint
Date:04/08/2025
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.
My package that was supposedly delivered was delivered on 4/7 at 6pm. When i went to get the package it was no where to be found. The picture that was left was a photo shopped photo of my door. with a blurry edited package on the ground. i contacted customer service and they redirect me and tell me to contact my seller. *** spoke to ************* just leave the chat and tell me itll take 2 business days to review my case. and ive gotten no updates or help. the pictures ive inserted show that those are two completely different doors.
Business Response
Date: 04/14/2025
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:04/08/2025
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.
Was expecting a delivery from OnTrac today, so I made sure I was home to receive the package. At 3:40pm I receive a message that delivery was "attempted" but unsuccessful. I reached out to OnTrac's support via web chat. I explained my situation, told the agent "***" that I was home awaiting my package and that there was no attempt made. I was told bluntly that my package would be re-delivered in 1-2 business days. When I took umbrage with that response the agent ended the chat without addressing my issue. I understand that things happen with deliveries, but I feel no attempt was made, and I cannot make myself available for the delivery again only for a chance the same thing may happen. There was no attempt from OnTrac to assure me this wouldn't happen again.
Business Response
Date: 04/14/2025
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:04/07/2025
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.
1.Order number: A336987063 Order Date: Mar 19, 2025 Delivery Date: Mar22***** Order total: $167.78 Items Ordered: Patagonia Windshadow Insulated Jacket - Men's 2.Order number: A337481354 Order Date: Apr 1, 2025 Delivery Date: Apr 6 ***** Order total: $$68.83 Items Ordered: Patagonia R1 Pullover - Men's I placed two orders on REI, which were originally scheduled for delivery by Friday. However, both packages were delivered on Saturday. Unfortunately, the delivery address was closed on Saturday and Sunday, and when the warehouse reopened on Monday, the packages were nowhere to be found.1.REI has shifted responsibility to a third party 'freight forward' company without coordinating with the delivery company to address the lost packages.2.After the first package was lost, I explicitly requested that REI prevent weekend deliveries to avoid this issue. However, REI took no action, resulting in the second package also being delivered on ************* request for a refund for the lost packages has been denied.I strongly request that REI either assist in locating the missing packages or issue a refund for the payments I made. This recurring negligence and lack of accountability are unacceptable. Please resolve
Business Response
Date: 04/08/2025
To whom it may concern,
The customer has been given accurate information from our Sales & Customer Support team.
Because they used a third-party freight forward to transfer their orders outside of *****************, we are not able to replace or refund packages that our shipping partners list as delivered. They need to work with their freight forward contractor for resolution.
Thank you,
~REI Customer Service
Business Response
Date: 04/17/2025
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: 04/23/2025
[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: 23174132

I am rejecting this response because:
Ontrac instructed me to contact REI, but REI told me to reach out to the forwarding company. The forwarding company stated they haven't received the package, so REI & Ontrac also hasn't provided any proof of delivery. Currently, the package is still marked as lost and none of my issues have been resolved.

Regards,

**** ****

Business Response
Date: 05/16/2025
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.

Thank you,
*****
Corporate Escalation Specialist
******************************
Customer Answer
Date: 05/26/2025
1.Order number: A336987063 Order Date: Mar 19, 2025 Delivery Date: Mar22,2025 Order total: $167.78 Items Ordered: Patagonia Windshadow Insulated Jacket - Men's
According to the content of the attachment, OnTrac is unable to locate my package. Please, as the seller, ***, refund my order amount.
Customer Answer
Date: 05/26/2025
[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: 23174132

I am rejecting this response because:
1.OnTrac did not help me find the package.
2.REI has still not refunded the amount for order A336987063.

Regards,

**** ****
Initial Complaint
Date:04/07/2025
Type:Delivery Issues
Status:
ResolvedMore 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/Ontrac has not delivered my packages, or not delivered them on time four times since December 2024, and two other times in the last year. There is no reason for this, as other delivery services such as *** and ***** manage to deliver my packages with no problem. There is a bin at the top of the road labeled packages, so they dont even need to come down the driveway. I am now awaiting another package that theyre having trouble delivering.
Customer Answer
Date: 04/08/2025
I went back into my email history and see that I had created cases for OnTrac/Lasership package delivery issues SIX times since August 2024, with five of the cases since December 1, 2024. It is unacceptable, in my opinion, and stressful and time-consuming for me to follow the missing packages and call the businesses to get my money back if the package is missing altogether.
Customer Answer
Date: 04/08/2025
The package was finally delivered today. However, I would still like the BBB to note that Lasership/Ontrac is not a good company to do business with, as Ive had to file six cases for undelivered or late-delivered packages since August 2024.
Business Response
Date: 04/09/2025
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:04/07/2025
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 from a Company Called FragranceNet. They shipped via a Company Called OnTrac. I signed up for status notifications about my package. My package was supposed to be delivered 4/4/25 In which the driver that day claimed they were unable to deliver it. My neighbor has cameras so her footage showed nothing of them coming. I ***orted it to a ******* on 4/4/25 she asked if there was a bell code and I told her no, that they are to ring my bell which is ****** as our entire building has no names on the bells just our address and unit number. She said she will include that in the delivery instructions. As I was eager to get this package because it was a birthday gift for my mom.. I receive a text yesterday morning stating my package was out for delivery AGAIN on 4/5/25 which is my mom's birthday so I was hopeful that i would be able to give it to her only for me to get another text stating the same thing they're unable to deliver. Once again my neighbor camera showed no one from this company. I chat with a *** again **** who read what was left in the delivery instructions with last *** and that he will include it again for deliver today on 4/6/25 Once again I get at text at 3:47 p.m. stating the same thing I chatted with a Tierra who told me she will escalate my complaint. I paid a lot of money for this gift only to have a special day ruined with no resolve.
Business Response
Date: 04/08/2025
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: 04/09/2025
[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: 23168156

I am rejecting this response because:

Regards,

******* ********
Initial Complaint
Date:04/07/2025
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 had a package was was to be delivered from the seller ******** to the provided address by OnTrac. On Saturday, March 28th, 2025, I got a notification that the package could not be delivered since the business it was to be delivered to was closed. I chatted with a live agent who updated the business hours and said it would go out the following Monday between the hours provided. The package did not go out until the next Friday, April 4th,2025. I chatted with multiple agents, all giving different reasons as to why the package had not gone out yet. The package was delivered on Friday outside of the hours provided, and now the package cannot be found despite the company saying it was delivered. I am being told to contact the seller, in this case ********, who dispatched by package over 10 days ago, now, when asked why I would contact them, the OnTrac representative says they do not know. They cannot provide any confirmation of where the package was delivered or any kind of photo evidence. They are taking no accountability for delivering outside of business hours, for not getting any proof of the delivery or for being able to really confirm it even was discovered. I received no notification on my app, like with other deliveries, that the package had even gone out or that it was delivered.
Customer Answer
Date: 04/07/2025
This is a chat i had today with ontrac that my package was not delivered, they offer no compensation for not being able to deliver my package
Customer Answer
Date: 04/08/2025
The company has confirmed they cannot locate the package, no compensation at all has been offered.
Business Response
Date: 04/09/2025
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: 04/16/2025
[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: 23170737

I am rejecting this response because:
The package was never delivered this is confirmed by the building they state they delivered it to. When asked the company On Trac could not provide any proof other than just saying they did. I have confirmation that I have provided that it was never delivered. Furthmore they show two different supposed delivery times 1am and 9am further proving it was not delivered since how it it possible it would be delivered twice?

Regards,

***** Eugenia ******************************************
Initial Complaint
Date:04/06/2025
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.
OnTrac delivery is operating a dishonest business. My package from ****** was delivery exceptioned due to inclement weather. Arizona did not have any element weather yesterday. I contacted customer service and they stated it was a mechanical issue at the warehouse. When inquiring about the lack of integrity and dishonest information, the agent could not provide justification. In reviewing their instagram, this company has a history of stealing and dishonest practices.
Business Response
Date: 04/14/2025
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:04/04/2025
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.
Complaint Summary:Package Marked as Delivered but Never Received Complaint Details:I am filing this complaint due to an ongoing issue with Lasership/Ontrac regarding few recent deliveries. My packages (Tracking #C12155633540808/C12155633578932 /1LSCXLN004NH9U1/1LSCXLN004NXJDM/1LSCXLN004MW5RG ) were marked as delivered on 2/18/2025, but I never received it. There was no delivery attempt at my address, and no package was left at my door, mailbox, or with neighbors. Also, I did check my front and back door camera, there were no delivery driver stopped or passing during the date.I attempted to contact Lasership customer service, but received no helpful assistance. I was either met with automated responses or told to contact the sender, which I have already done. The sender confirmed that Lasership is responsible for the delivery, and the tracking shows it was supposedly delivered yet I have no package.This situation is unacceptable and reflects a lack of accountability in Laserships delivery process. I am requesting a full investigation into the delivery, proof of delivery (e.g., photo or ********** and proper resolution whether it be re-shipment or a refund through coordination with the shipper.This is not the first time I or others have experienced issues with Lasership, and I believe it warrants BBB attention.
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
******************************
Customer Answer
Date: 04/18/2025
[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: 23163456

I am rejecting this response because:
Dear *****,

Thank you for your response and for conducting an internal investigation regarding my lost package.
While I appreciate your effort, I am disappointed that the package could not be located. This situation has caused a great deal of inconvenience, and I was hoping for a more satisfactory resolution. I understand your suggestion to contact the seller, and I had already done so, but the seller has declined to assist on the grounds that those packages were marked Delivered.
Since OnTracs internal review was unable to locate my package, I respectfully request that OnTrac provide any formal documentation or report of your investigation findings, as I may need it for filing a claim or seeking reimbursement.
1.Officially declare the shipment as Lost, accompanied by a brief report of your investigation findings. (PLEASE INCLUDING THE TRACKING NUMBERS)
2.Provide any documentation I will need to submit a claim or seek reimbursement.
3.Detail the steps I should follow under OnTracs loss-compensation policy.

I appreciate your assistance and look forward to receiving the requested documentation at your earliest convenience.
**** ***

Business Response
Date: 05/16/2025
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.

Thank you,
*****
Corporate Escalation Specialist
******************************
Initial Complaint
Date:04/04/2025
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 gym clothing from a brand who decided to use OnTrac to handle shipping. My package is valued at $261. Monday 3/31/25 at 5:29pm I received a notification that my package had been delivered to the mail room. No photo or any proof it was delivered was ever provided to me, not only was the package not there, there was no access to the complex gates or mail room due to a power outage following a storm. I filed a complaint with OnTrac's customer service, was not able to actually speak to anyone and made to wait for 2 days while they "investigated". After these two days I was told the package is marked delivered and the investigation is complete. I am also in the process of filing a police report as I believe OnTrac/one of their employees stole my package containing $261 worth of goods.
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
******************************

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OnTrac is BBB Accredited.