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Business Profile

Delivery Service

OnTrac

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+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

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.

    Please enter a valid location.

    • OnTrac

      14850 Thompson Rd Chantilly, VA 20151-1029

      BBB accredited business seal

    • Ontrac

      10738 Dutchtown Rd Knoxville, TN 37932

    • Ontrac

      2401 E Brundage Ln # B1 Bakersfield, CA 93307

    • OnTrac

      1901 E Brundage Ln Bakersfield, CA 93307

      BBB accredited business seal

    • OnTrac

      1149 Madison Ln Salinas, CA 93907

    Customer Complaints Summary

    • 3,418 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/27/2025

      Type:Delivery Issues
      Status:
      Answered
      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:
      Answered
      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:
      Answered
      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:
      Answered
      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:
      Answered
      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:
      Answered
      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:
      Answered
      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:
      Answered
      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
      ******************************

    • Initial Complaint

      Date:03/24/2025

      Type:Product Issues
      Status:
      Resolved
      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 that was supposed to be shipped through LaserShip to me from an individual on March 20. Tracking number LSC024646179589-CARGO. I started receiving text messages from phone number ************ saying it was Lasership and they needed me to pay certain fees that would be refunded once my package was delivered. These fees to be paid by *****, ****** or Venmo. Not being smart I paid $923.26 to different individual accounts never a company account and that should have been my red flag. When they requested another $599.16 I refused to pay, they guaranteed refunds once package was delivered. I finally got them to cancel delivery then they wanted a cancelation fee of $199.11. When I refused to pay that they wanted a screenshot of my W-2 to process my refund and I refused to give that to them. I think the company is legitamate but I think someone cloned it and scammed me.

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

      Customer Answer

      Date: 03/31/2025

      [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 ********, the company emailed me for additional information which I did try to reply with the information. Evidently my reply did not go through to them. With that being said I guess I will have to except their resolution of the case.


      Regards,

      ****** ****** Jr


    • Initial Complaint

      Date:03/24/2025

      Type:Delivery Issues
      Status:
      Answered
      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.
      A package was shipped using OnTrac on March 14. Since March 17 they have listed the package as "delayed" in ********. I contacted OnTrac using their online chat service two days ago. I asked why my package was delayed. They did not provide any information other than it was delayed and the tracking information would change when that changes. It is now March 23 -- 9 days after it was shipped. I want to know what happened to my package. This is not the first time I have had problems with OnTrac. My understanding is that they have a very bad reputation. Unfortunately, it was not up do me, but up to the vendor to use this shipping 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: 23105984

      I am rejecting this response because: It took a BBB complaint to get this information from the business. I spent a great deal of time trying to contact them to find out what happened. They made no mention about the steps they took to investigate. It also seems their tracking is inferior to other shippers. I know from my experience it does not compare to **** which does a good job. I have had other problems with this company in the past -- delivery to the wrong address, missing packages, packages left where they should not have been. Every time it is like pulling teeth to get them to give a meaningful response. Every time I have had to go back to the sender to get a refund or new package shipped. Luckily the sellers are reputable companies. I do not understand why they continue to use this sub-par company. I suppose the rates are cheap so they just write-off any lost, damaged, or incorrectly delivered packages. This company deserves an F rating. Thank you for your response, but it is a little too late to satisfy me.


      Regards,

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








    OnTrac is BBB Accredited.

    BBB accredited business seal

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