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

3,422 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:04/03/2025
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.
The delivery driver that works for this company marked my package as delivered and even took a picture to show it was delivered but he is on camera seen picking the package up and leaving with it. I filed a complaint with the company and they never resolved the issue. I never got my package. Worst delivery company ever
Business Response
Date: 04/04/2025
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: 23158645

I am rejecting this response because:

Regards,

******* *****
Initial Complaint
Date:04/03/2025
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.
The company mentioned in this complaint has violated my rights on several occasions. It has happened in the past that my packages have been dropped off at other addresses or delivered out of date. And now I've had a similar problem again. On Monday I was supposed to receive a large package of equipment I ordered. And these people have held the package at their warehouse and told me to contact them. I called them 3/31/25 and clarified their doubts. They agreed to deliver the box in ***** hours after my call. Later in the day. They tell me that they do not deliver to my area of residence. I have been using their services for years and now they come out with this unfounded excuse. I want my package. And I want the corporate office to resolve these abuses from them.
Business Response
Date: 04/04/2025
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:04/02/2025
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.
OnTrac has been one of the worst companies to work with to resolve issues that have occurred as a result of their business practices. Like many other customers, companies such as ********* ship products with OnTrac. Unfortunately, the 2 pair of shoes that were ordered never arrived to my apartment's mail room despite being marked as delivered. Unlike other shipping solutions, there is no photo evidence of the package being delivered and no phone line to call.When talking to customer support, the same standard answer is constantly given. From both their automated system and customer service is that "Our ********************** records indicate this package was delivered; however, we understand you did not receive it. Unfortunately, due to the amount of time that has passed since the date of delivery, we are not confident that an investigation will yield recovery of the package at this time. Please contact your seller for further assistance." They give you a mere 48 hours after the time of so-called delivery to file a claim for this so-called investigation, which was not possible since ********* provided me a tracking number after this period of time.The most frustrating experience is simply that they tell me to contact the seller regardless of what information I inquire. I continued to call ********* and they reasonably told me each time to file a claim with OnTrac, which again, is not possible. The customer service team at ********* have noted that many customers have had the same poor experience with OnTrac. Online customers have noted that the independent drivers may misplace or sometimes even steal packages, without any recourse.I would appreciate being actually able to file a claim for the 2 pair of shoes that never arrived to my apartment in *********.
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
******************************
Initial Complaint
Date:04/02/2025
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 Saks Fifth Avenue on 3/18/25. I received an email on 3/21/25 that my package was delivered. I live in *************, and can only receive packages if someone rings my bell (there is always someone at home). However, no one rang the bell and I never received the package. I then looked at my front camera footage at the time that the package was allegedly delivered, and saw that a delivery person from OnTrac never entered my yard, but tossed a box over my gate, and promptly left. Subsequently, the contents of the package were stolen. When I contacted Saks, they said to speak with OnTrac. When I spoke with OnTrac, they said they would investigate and get back to me. They never did. I reached out to them again today and they told me to speak with Saks and they could not help. OnTrac refused to take responsibility for not appropriately delivering a package when they are in fact a delivery company. There are two signs on my brownstone that say please ring bell and do not leave packages unattended. I am now out more than $300 with no recourse.
Business Response
Date: 04/04/2025
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: 23153573

I am rejecting this response because:

I have a screenshot (attached) of the video of the On-Trac driver throwing the package over the gate of my brownstone in *************. The driver did not ring the bell (there was someone home) or bring the package to the door and place it in an area that is not visible. On-Trac is supposed to deliver packages, not toss them and assume they will be received.

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:03/31/2025
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.
Claims package is delivered and its nowhere to be found. They claim they did an investigation, when all I wanted to know was if they could ask the driver where they left the package in hopes I could locate it. They didnt bother to do that and just say to contact the seller. How is it the sellers fault that they cant do their job correctly. Useless company who probably stole the package themselves
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
******************************
Initial Complaint
Date:03/31/2025
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.
I was expecting the package March 26th, ****************************************************** *****, ** at 1:36 A.M. Package never went out for delivery nor has the information changed or has been updated since then. I have only been able to chat with a *** and had an investigation started and nothing has been resolved. Today is March 31st, 2025 no package and no update. I'm starting to feel like the package has magically disappeared how convenient.
Business Response
Date: 04/02/2025
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
******************************
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: 04/17/2025
[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: 23141157

I am rejecting this response because:
The shipment was never delivered to my home. I did noticed that a few days later it showed as delivered and the history of of the shipment is not accurate. Once again I never received the shipment.

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:03/29/2025
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.
Was trying to get info on why a package is sitting halfway across the country for several days and treated as if I was an idiot. There's no updates, package has been scanned 3 times in 15 minutes day it was received and that's the last update. No out bound, no estimate of arrival, now reason why it's still reading as if it's in **********. Tierra was my "help agent" and didn't offer any good information besides "traveling within our network" what is that even supposed to mean for a company marked on ****** as "last mile delivery"? I'm nowhere near **********!
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
******************************
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.
Today I received a package from OnTrac (1LSCX0C21992331) and once again (this is a routine event with this company) my package was left literally in front of a sign that tells delivery people NOT to leave packages there because it's an area prone for theft. The delivery drivers simply don't care. My condo complex has an area explicitly intended for packages and we have Parcel Lockers for delivery drivers. Instead, the drivers choose to ignore this and encourage theft. Tonight my wife was forced to go down late at night to go pick up a package because she was afraid it would be stolen by morning. Additionally, I tried to use the automated feedback system on OnTrac and it failed repeatedly.
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
******************************
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: 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:03/29/2025
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,

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

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OnTrac is BBB Accredited.