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
- 3,416 total complaints in the last 3 years.
- 1,154 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/23/2025
Type:Delivery IssuesStatus: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 March 23rd, the driver of this delivery put the packages on my porch, took a picture, and proceeded to steal both packages, which contained women's jeans and baby clothes. My gate was left open and no package was there.Business Response
Date: 03/24/2025
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:03/22/2025
Type:Service or Repair IssuesStatus: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.
Original package was never delivered. Received a replacement package from the seller. This time, On Trac lied and forged a signature claiming to be me saying I signed for the package and received it. The problem? I do NOT live in the state the package was delivered. It was a gift to a family member. Said family member did NOT receive the package let alone impersonate me to sign for it. Despicable. Please refund me for the cost of this order you failed to deliver not only once, but lied about delivering twice.Business Response
Date: 03/24/2025
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: 03/26/2025
[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: 23103227
I am rejecting this response because: how can you say you are unable to locate my package when the tracking number for the package says it was delivered and signed for by me? Why did the delivery driver specifically document that I signed for it? This is fraud. That is not my signature. I did not receive a package, let alone sign for it. The package was either delivered to someone else, in which case list the person who you delivered it to and who ACTUALLY was the person who signed for it, or the delivery driver signed it themselves and tossed the package. My problem is that you documented that I specifically signed for the package. The answer that you cannot find my package is unacceptable as that does not address the issue. The issue is the fraud on the delivery and tracking.
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:03/21/2025
Type:Customer Service IssuesStatus: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.
Every time temu uses your services to deliver essential supplies that keep my business running there are delivery issues. This time it was misrouted how does your company continue to mishandle products and still have an a rating with the bbb. The lack of live customer support is infuriating and as a business owner you're company is negatively affecting my business on a constant basis. I will not be using any platform that uses on trac as a shipping provider ever again. This is the 9th time out of 9 orders I've placed where the package was delivered or rather not delivered by your company that there has been some sort of massive delay or I haven't received my paid for property. Also I am in contact with my team of lawyers and will be starting the process of a class action lawsuit against your companyBusiness 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
******************************Customer Answer
Date: 03/31/2025
[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: 23099218
I am rejecting this response because:
Regards,
****** D'gintoCustomer Answer
Date: 05/01/2025
I still have not recieved my package and the original seller is stating I must rectify with ontrac yet I can't get ahold of anyone at ontrac except they're ai automated system which just states my package was lost while in they're possession. Essentially ontrac has stolen my merchandise amounting to over $700 in products.Initial Complaint
Date:03/21/2025
Type:Delivery IssuesStatus: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 March 15th, 2024, I was supposed to receive 4 packages from OnTrac. Of these packages, I only received 3 of them. 3 of them have picture confirmation and 1 of them do not have picture confirmation. One of these packages were also marked as delivered on March 14th even though it was delivered on March 15th. OnTrac marked all packages as delivered even though I only received 3 of them. I reached out and they said it was marked delivered and to reach out to the seller. I reached out to the seller (******) and they are not offering a refund. This is a $900 camera that I am missing and no refund is being offered to me right now. This is completely ridiculous and obviously OnTrac's fault but they are not willing to take any accountability in this issue and refusing to do anything to fix this. Their business is nothing but a scam. I added 3 other deliveries with ontrac to my location and everything had a photo delivery, except the missing delivery somehow...I wonder why that happened? Obviously that package was never delivered.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:03/19/2025
Type:Delivery IssuesStatus: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 was stolen while in possession of Ontrac and replaced with items that matched the original weight of the package. Ontrac did absolutely nothing to help y situation.Business Response
Date: 03/20/2025
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:03/19/2025
Type:Delivery IssuesStatus: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 a 2TB hard drive online from ********** and it shipped via Ontrac shipping. They marked the package delivered at 3:34 pm on March 3rd, 2025. However, I work from home and never received any deliveries from them that day. My cameras also never picked up any delivery drivers on my front door camera where their tracking says it was delivered. I took screenshots from my front door camera showing no deliveries at that time. I believe Ontrac stole my package. I opened a case with ontrac and they never responded. I filed a dispute with ****** and they refuse to refund my money since the tracking states delivered.Business Response
Date: 03/19/2025
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:03/18/2025
Type:Delivery IssuesStatus: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've been waiting on package I order from ******* for several days. This relatively small parcel company was given my package. Everyday since they had my stuff they lied and said they attempted delivery. Today (Saturday) I literally sat in my window and watch they small white van pull up, and after about two minutes nobody never got out so I went out and as soon as I did the parcel small white company van pulled off. Now they are saying they attempted my delivery but they didn't at all. I'm afraid they are trying to steal my packages.Business Response
Date: 03/19/2025
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:03/18/2025
Type:Delivery IssuesStatus: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 "attempting" to deliver my package the last 3 days. Despite giving them extra detailed instructions, texting their customer service number at ************ who gave me case number ******** for reference , and contacting ***** club who I purchased the items from. They still have not delivered my package. my building is a block long with 3 separate ways to deliver. my front door, my leasing office (who have live people working there into the evening 5 days a week) and the package room specifically designated for packages. I'm convinced at this point they have not attempted to deliver and have simply stolen my packaged which contains two electric toothbrushes totaling over 120 dollars.Business Response
Date: 03/19/2025
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:03/17/2025
Type:Delivery IssuesStatus: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.
HOW AN ONTRAC DELIVERY DRIVER AT THIS LOCATION STOLE $1036.00 WORTH OF RIDGID POWER TOOLS FROM ME!I was home all day eagerly anticipating the delivery of 10 *********** tools, so I was happy to see my package was about to be delivered. It was sometime after 6pm that the delivery driver showed up in front of my trailer, I was on my porch (left side of my house) I look at him and waived, he rummaged in the van for about 15min then drove away. I ran to the other side of my house immediately to see if he left my package and he did not. I believe he temporarily set it down the right side of my house, took a picture of the package, and then put the package back in the van. He stopped a few houses down to do another delivery and when he got out I was yelling "where's my package" he got back into the van quickly then took off. He scanned my package at 3:20pm ( nowhere near my home), came by my house at 6pm to take a picture, then did not put the delivery through until about 9am on 3/12/25 just before the start of his next days shift. He waited to put this delivery through until the next day therefore taking away my ability to claim it wasn't delivered immediately, because you cannot contest a delivery until after it is marked Delivered. By scanning my package at 3:20 pm 3/11 he was able to lock in a false delivery time which he put through on 3/12. Therefore separating himself from the scene of the crime by time and taking away my ability to complain my package wasnt delivered. By doing so he then can claim he delivered it and has a picture and can blame it on porch pirates because its been so many hours since he delivered it. Additionally ********** doesn't brown box, they send most things in their original boxes, which tells corrupt delivery drivers or porch pirates, exactly what's inside. I dont know the drivers name, but it was a Latino male about 5 7 and maybe 200lbs or so. The time and dates in my attached screenshots are in bottom right cornerBusiness 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:03/17/2025
Type:Delivery IssuesStatus: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 March 10, 2025 OnTrac took delivery of a package in *******, **. The package was expected to be delivered on March 13, 2025. When I looked for delivery update on March 13, 2025 it was updated to delayed status. There has been no update since, when I contact the support number ************ there is no response from a live agent. There is NO way of speaking with an agent at ************ either. This company hides behind poor customer service and lack of competent service. How can this company have an A plus rating with the BBB. Where is my package!!Business Response
Date: 03/18/2025
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: 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
******************************
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