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
- 3,437 total complaints in the last 3 years.
- 1,167 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:11/04/2023
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 purchased 3 pair of Jeans from ************************* on Oct. 20,2023 and received an email of an estimated delivery of 10/27/2023. I saw it was being delivered by OnTrac and tracked it, I've been checking everyday and it sits at a facility in Kennewick the city I live in however there is no facility there. Everyday it states a delivery for the day before. I have filled out a form from their website 3 different times on 11/01, 11/2 and 11/04 asking about my package but have not received any response. There is no phone number on website so when I called ********************* they gave me a number ************ which told me to go to their website and than hung up on me. We need these jeans for my husband for work.Business Response
Date: 11/24/2023
November 24, 2023
Dear ***** and ****,We would like to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving
your complaint, we launched an internal investigation, as we take your concern very seriously.Unfortunately, your package was lost by Lasership. Please reach out to your seller for further assistance.
Thank you,
Executive Escalations Specialist
OnTrac Customer ServiceInitial Complaint
Date:11/03/2023
Type:Delivery IssuesStatus: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 never received my jacket from ******** **********. After multiple delays and loss of tracking information, once I started an investigation, 19 days later says my product was delivered but the scan info is not legitimate. I am in disputes with OnTrac/Laser ship and Columbia sportswear's. There is no photo of a delivery to my front door. I was home at time and immediately checked my front steps.I need to have this issue further investigated, I never received my jacket The tracking information stalled at Lasership Franklin, Ma on 9/21. No legitimate information until an investigation was issued by myself.Customer Answer
Date: 11/15/2023
After two months of debates, I was finally given credit for my undelivered jacket.
thank you
Business Response
Date: 11/24/2023
November 24, 2023
Dear *****,
We want to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving your
complaint, we launched an internal investigation, as we take your concern very seriously.When any package is lost or otherwise not delivered, the facility conducts a thorough investigation. This includes, but is not limited to, reviewing all available
surveillance tapes, following up with the sorting team and in the case of a misdelivered package, following up with the driver(s) for that route. The facility has
concluded the investigation and unfortunately was unable to locate your package.Please reach out to your seller for further assistance.
Thank you,
Corporate Escalation Specialist
OnTrac.comCustomer Answer
Date: 11/28/2023
Date Sent: 11/15/2023 6:25:06 PM
After two months of debates, I was finally given credit for my undelivered jacket.
thank youInitial Complaint
Date:10/27/2023
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.
I package that was supposed to delivered and I never received it even after they say it was delivered on that date. I have a **** system and on that date there was no delivery at all from no one. I believe that package was stolen and I’m pretty I’m not the only person that has this problem with Laser Ship.Business Response
Date: 11/17/2023
November 17, 2023
Dear ******,
We want to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving your
complaint, we launched an internal investigation, as we take your concern very seriously.When any package is lost or otherwise not delivered, the facility conducts a thorough investigation. This includes, but is not limited to, reviewing all available
surveillance tapes, following up with the sorting team and in the case of a misdelivered package, following up with the driver(s) for that route. The facility has
concluded the investigation and unfortunately was unable to locate your packages. Please reach out to your seller for further assistance.Thank you,
Corporate Escalation Specialist
OnTrac.comInitial Complaint
Date:10/26/2023
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.
Company lied about delivering package to my address which is clearly marked with large numbers on the garage.Business Response
Date: 11/22/2023
November 22, 2023
Dear *********,We want to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving your
complaint, we launched an internal investigation, as we take your concern very seriously.When any package is lost or otherwise not delivered, the facility conducts a thorough investigation. This includes, but is not limited to, reviewing all available
surveillance tapes, following up with the sorting team and in the case of a misdelivered package, following up with the driver(s) for that route. The facility has
concluded the investigation and unfortunately was unable to locate your packages. Please reach out to your seller for further assistance.Thank you,
Corporate Escalation Specialist
OnTrac.comCustomer Answer
Date: 11/25/2023
[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: ********
I am rejecting this response because:
This is the same form response that is sent for all customer complaints of undelivered/stolen packages sent by the same "*****". There was no investigation done as evident by the lack of evidence of an investigation.Regards,
*************************************Initial Complaint
Date:10/26/2023
Type:Service or Repair IssuesStatus: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 received an email notifying me that the delivery of an item I purchased from ******* requires additional information; the package is delayed at the On-trac Warehouse in Everett. I emailed the instructions for the package to be delivered directly to the ******* Store in Monroe, WA as I am to pick it up curbside. When I have tried to reach On-trac by phone I have not been able to reach anyone. The ###-###-#### phone number has a male voice stating if you want to track a package to do that on their website, and then the phone call is disconnected. There is no customer service provided. I called On-trac's other phone number I found by researching further, ###-###-#### and there is only a busy signal. This is unacceptable. I need to confirm in person whether or not On-Trac has received my instructions and is able to carry out that delivery to the ******* store in Monroe, WA.Customer Answer
Date: 11/10/2023
From: ********************************* <***********************>
Date: Fri, Nov 10, 2023 at 4:25 PM
Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
To: Better Business Bureau <[email protected]>
Update on complaint: ******* reached out to me last night by phone and we have resolved my complaint against ******* and that conversation also resolves my concern regarding this on against OnTrac Shipping. I am satisfied with the resolution.
*********************************Initial Complaint
Date:10/24/2023
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 20 boxes of motor oil from ******** On September 25, 2023, the driver dropped off 4 boxes and asked me to sign. At the time, I believed I was signing for just 4 boxes, following standard procedure. However, the system indicated that they had delivered 18 boxes, not just 4. The next day, they delivered an additional 2 boxes. In total, I received only 6 boxes out of the 20 I had ordered.I promptly contacted ******* to report the problem. Both ******* and OnTrac, the delivery service, denied any responsibilities, citing my signed confirmation of a full delivery. To support my case, I possess video surveillance footage of the initial delivery, clearly showing that only 4 boxes were delivered.Furthermore, on the second day, when the same delivery driver dropped off another 2 boxes, I have a video recording in which the driver himself acknowledges that he is unsure why the system reported a different quantity from what he had delivered the previous day.Despite this evidence, neither ******* nor OnTrac is willing to conduct a thorough investigation or take any action. I am now facing a loss of $1200, and both parties continue to deny any responsibilities."Business Response
Date: 11/22/2023
November 22, 2023
Dear ***,
We want to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving your
complaint, we launched an internal investigation, as we take your concern very seriously.We are pleased the package arrived but are sorry to hear there may have been an issue with the contents. OnTrac provides delivery of the sealed packaged
shipment but does not handle the contents. If your package arrived with missing items, please reach out to your seller for assistance.Thank you,
OnTrac Corporate Escalation Specialist
Initial Complaint
Date:10/22/2023
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.
Everytime this shipping company is in charge of delivering a purchased product, there is always a problem. They have delivered my package to the wrong address across town. When I complained about never receiving my package they never responded to any “investigation attempts” or claims about the missing package. I was lucky the kind civilian living at the house across town that they delivered to drove my package over. No response, apology, and attempt to rectify the situation from OnTrac. Now they have stated there was an “exception” to my most recent delivery, that they needed an access code or further delivery instructions to deliver to a standard house in a regular neighborhood? I don’t have any access codes needed. Every package I have delivered never has an issue unless it’s being delivered by this company. The driver definitely just stole my package. This company has millions of complaints, between packages being delivered to the wrong place, packages never being delivered, packages being stolen. It’s a sham and completely unacceptable. Customer service at this place doesn’t exist. They just steal packages to make a profit off of it. Something needs to be done immediately.Business Response
Date: 11/17/2023
November 17, 2023
Dear ****,
We want to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving your
complaint, we launched an internal investigation, as we take your concern very seriously.Our tracking indicates your package was delivered, however due to facility delays, it was not delivered on the expected delivery date. If you do not have your
package, please contact your seller.Thank you,
Corporate Escalation Specialist
Ontrac Customer ServiceInitial Complaint
Date:10/22/2023
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.
*************** Was marked as delivered but never delivered. Memphis drivers steal packages and mark them as delivered. I’m sure y’all know this I have a door camera and no footage of this delivery but funny I have footage of the mail man my door dasher neighbors and the usual activity but no on trac delivery. Customer service is useless on their site as well as *******. My case was closed with them stating logistics info shows order delivered. Shady businessBusiness Response
Date: 11/17/2023
November 17, 2023
Dear *********,
We want to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving your
complaint, we launched an internal investigation, as we take your concern very seriously.When any package is lost or otherwise not delivered, the facility conducts a thorough investigation. This includes, but is not limited to, reviewing all available
surveillance tapes, following up with the sorting team and in the case of a misdelivered package, following up with the driver(s) for that route. The facility has
concluded the investigation and unfortunately was unable to locate your packages. Please reach out to your seller for further assistance.Thank you,
Corporate Escalation Specialist
OnTrac.comInitial Complaint
Date:10/21/2023
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.
I ordered a pair of shoes for my sons birthday from ****. It said 3-5 business days. Its been 9. My tracking from OnTrac eventually said they were in my town. The next day it said they were two states away. The day after that it said out for delivery, but they never showed up. I checked again and it said two states away. Then said they were being held because my address and phone number were incorrect…which they weren’t. I double checked. I looked on ********* and this company is known for never delivering the packages.Business Response
Date: 11/17/2023
November 17, 2023
Dear *********,
We want to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving your
complaint, we launched an internal investigation, as we take your concern very seriously.Our tracking indicates your package was delivered, however due to facility delays, it was not delivered on the expected delivery date. If you do not have your
package, please contact your seller.Thank you,
Corporate Escalation Specialist
Ontrac Customer ServiceInitial Complaint
Date:10/20/2023
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.
My pkg. was left at someone else's house today, 10/20/23 (tracking ***************). The photo clearly shows the wrong house number, which is the house next door. Every time I leave delivery instructions for anything they have to deliver to me, they ignore the instructions and leave the pkg in the wrong place. Now they're delivering to the completely wrong address as well. Do the drivers know how to read?Business Response
Date: 11/17/2023
November 17, 2023
Dear ******,
We want to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving your
complaint, we launched an internal investigation, as we take your concern very seriously.The delivery instructions for your location have been forwarded to the facility and have been reviewed with all drivers on this route to prevent any future attempts ,
mis-delivered, damaged, or missing packages. Unfortunately, your package was delivered to the incorrect location. Please reach out to your seller for further assistance.Thank you,
*****
Corporate Escalation Specialist
OnTrac Customer ServiceCustomer Answer
Date: 11/20/2023
[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: ********
I am rejecting this response because: the seller was not at fault for the pkg being delivered to the wrong location. I have the bag w/the label and the correct address was on the pkg. Your driver didn't pay attention to the number on the house.
Regards,
*************************
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