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
- 3,407 total complaints in the last 3 years.
- 1,159 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:01/09/2025
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.
This is a tracking company. On multiple occasions they promise a delivery date for items from a major retailer, and fail to deliver. When I talk to customer service they give some half brained answer like, it's an estimate window. Its not. Its says clearly online guarantee delivery date. They do this almost every time, and it's impossible to not use them when ordering via these certain retailers. It's classic bait and switch. Im not sure how a major shipping company doesnt know where a package is from point a to point b, and the only answer they have is, please check back in a few days when our system is updated. people order items based on a delivery date ONLY. otherwise ill use another site, or pay more for expedited. You give people a sense of false hope, and then when I wait online for an hour to talk to someone, its a stupid robot, who connects me to a person who offers zero help, and usually refreshes the webpage and wastes my time. Ontrac is a scam and honestly im surprised is used by as many major retailers as it is.Business Response
Date: 01/24/2025
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:01/09/2025
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.
I ordered a scanner from Office Depot Marketplace through the ***********************. OnTrac was the carrier that was used. My package was to be delivered to a Postal Annex where I rent a mailbox and can receive packages much like a post office box. ************ is closed on Sundays. I tracked the package using the OnTrac website and it was delivered on January 5, 2025 which is a Sunday. The Postal Annex is a commercial property in a shopping center which is covered with security cameras. Postal Annex went through the footage that day and no package was left at the door. To deliver to a closed business in a busy shopping center is horrible practice anyway. I raised my issue with OnTrac and was told to contact the retailer. I sent them the time stamped camera footage of when this package was claimed to be delivered as proof that the driver stole my package. They do not seem interested in reimbursing me or rectifying this issue at all. They dont validate that what the driver did was irresponsible and dishonest.Business Response
Date: 01/24/2025
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:01/09/2025
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 waited for a delivery to be delivered by OnTrac. Tracking number 1LSCXZ751165563. When clicking on the delivery status it shows delivered on January 8th at 6:54 p.m. Hiwever, the package was not delivered. Another package was delivered at that time, tracking number 1LSCXZ701083111. OnTrac used the picture of the package that was delivered. I did not get resolution through customer support.Business Response
Date: 01/24/2025
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:01/09/2025
Type:Sales and Advertising 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 placed an order with ***************. My package was held with an exception for 4 days without movement and showed the status as out for delivery. When a delivery was finally made it was a package that did not belong to me but had my address taped onto it. I believe my package was stolen and then replaced with another package to make it seem like something had been delivered. I reached out to the company via phone and was unable to speak to anyone. I reached out via their website and did not receive a response from anyone. I reached out via email and did not receive a response from anyone. I even reached out to their text helpline and did not receive any assistance whatsoever nor did I receive a response. At the very least Id like an explanation as to what happened to my package and what will happen to prevent these issues in the future.Business Response
Date: 01/20/2025
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:01/09/2025
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 order from ***** clothing store on line on 12/25/2024 and the expected delivery date was 1/6-1/10/2025. I never received any tracking information like I usually do because this is not my first time ordering from ***** but this is my first having my items delivered by Ontrac. I check my tracking faithfully and that's why I found it odd when I never received tracking information but all of a sudden i received your package was delivered on 1/3. And at first it was saying just a pair of gloves was delivered, odd right? Then it says ALL 44 ITEMS was delivered...LIES! I work at a secured office building for a hospital, which means, there's someone at the front desk at all times and no one seen a delivery on Friday 1/3/2025. Ontrac is lying and ***** not doing anything to assist me! Honestly, I want my items and the people who stole them to be punished, but if that cannot happen, I want my $266.71 back IMMEDIATELY!Business Response
Date: 01/24/2025
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:01/08/2025
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.
I ordered from temu and they sent my products (two different orders) to on trac and they were supposed to be delivered before Christmas. Now I was just told they dont even see my packages there and Id need to contact the seller. Who Ive already contacted and they have said they arent able to to get an answer on where they are eitherBusiness Response
Date: 01/24/2025
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:01/08/2025
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.
Said they werent able to deliver my package due to lack of an access code for the mail room. Ive gotten plenty of other packages during this time without any issue. They made NO attempt to re-deliver this item. I contacted them three different times through their customer service messaging with absolutely nothing being done. The original shipper also contacted them and apparently this did nothing either. All they had to do was bring my package to my building and drop it off. I never had my package actually delivered to me.Business Response
Date: 01/23/2025
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:01/08/2025
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 from Ekster Wallets 2 orders totalling $1,289 of Wallets , and Trackers. ****** shipped my items together in one box Via On Trac. They say they delivered my package at 6:37am on January 3rd to my front porch. I have not received the package and I have a ring camera that does not have footage of the delivery either. I filed a service ticket which they did not respond to. I chated with their customer service person but they said they could not help me either. How do these people have an A+ rating. My faith in BBB is gone! I just want my package. I guess the delivery person is enjoying my goods.Business Response
Date: 01/24/2025
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:01/08/2025
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.
Product was purchased from "Just Ingredients" on 12/2/24 for $106.65. I received an e-mail on 12/4/24 stating the product was shipped. OnTrac shipping information states the package was scanned at the facility on 12/4/24 in **************, **. I have tracking information showing the package made it's way to *****, ** on 12/10/24 and was expected to be delivered that day. The tracking then changed to "Pending - details needed. Please contact us". So I did just that... I went on OnTrac's website and tried to "contact them" but the only way to do so is through their chat with AI. They don't list a phone number or e-mail address for customer service. It claims a "case" was opened and I would be contacted 2 business days. I have now opened a "case" on 12/18 and 1/4 with no response to either. My address is a residential address so there is no further information I can provide other than the address they already have.Business Response
Date: 01/23/2025
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:01/08/2025
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.
ONTRAC allow their workers to steal packages from customers of large retail businesses. My authenticated shoes I purchased from **** arrived at the ********* location on 12/20 and haven't been seen or located since then. After stringing me along Ontrac finally told me the package couldn't be delivered and to contact my seller for a refund. Ontrac can't keep getting away with its many thefts. I HATE THIS COMPANY!!! They know exactly what their workers are doing.Business Response
Date: 01/10/2025
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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