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
- 3,415 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:12/24/2024
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 does not care about delivering on time or at all. My package was supposed to be delivered by December 20th. On December 18th it was marked as out for delivery. At 10pm it was marked as "exception." Every day it has been marked as it will be delivered that day. I had filed a case about my lost package with the company and they responded after 4 days that they did not have my package. Now it is marked as "We dont have your package." So to sum it up, they had my package, it was going to be delivered, they did not deliver it, and now they don't have my package. This company is terrible. If you look online, you will see the same thing happening to many people. They don't get their stuff and the company does not care.Business Response
Date: 01/13/2025
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: 01/29/2025
[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: 22726550
I am rejecting this response because:
Their response is simply untrue because it was their own system that specified the package was out for delivery. Now their response to me is that they never had the package.
Very questionable company.
Regards,
***** ****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:12/23/2024
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 perfume a little over a month ago and for some god forsaken reason that company uses this horrible service for shipping. My shipment was in the local area and for 2 days said unable to deliver and then it just remained without any further updates for about 2 weeks. I waited a reasonable amount of time before reaching out because it was around Thanksgiving and I thought maybe there were some delays with the holidays. **************** was the least helpful and I really dont think they ever bothered looking into the case. Finally after weeks of the tracking being completely stagnant it just updated to undeliverable .no context as to why or any communication whatsoever. Pretty sure they just lost or stole the package and didnt want to deal with it.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
******************************Initial Complaint
Date:12/23/2024
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.
Delivery address is a hotel with a 24 hour desk. Item was perishable. Driver stated item was undeliverable at 9:06 pm on 22 December. Security footage reviewed with hotel manager for the period from 6 pm until midnight on 22 December. No deliveries were attempted by any company or person. Item is still missing. Ontrac phone number directs you to chat website and hangs up. Chat website shows 305 people in front of my request.Business Response
Date: 01/13/2025
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:12/23/2024
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 placed an order on 12/7 and was informed by the company that I placed the order through the delivery date would be around 12//12. On 12/13 I was informed by their courier (Ontrac) that the delivery was delayed until 12/14. On 12/14 their website stated the order was delayed, with no estimated date provided. After 24 hours and no update, I reached out to the company via email. 48 hours, no response and no update to the tracking, I attempted to call this company to speak to someone and no option was provided, as the message would simply state I was calling outside of business hours (I was not). I then went online and tried the "chat" function. After waiting for 45 min to chat, I finally got someone named "******" who asked me to verify my address, which I did. 10 min later, ****** disconnected the conversation, and I was given the option to wait another 45min to speak to someone, at which time it would have been outside their hours. I've emailed this company daily from 12/17 to 12/23 and they have yet to even provide an automated *********** desired outcome is to have my package delivered or an explanation as to where it is and why they are "losing" US mail without care and supposedly no legal responsibility for handling US mail (even if they are packages, it is personal property) and why they are not responsible monetary wise for something they took possession of with a promise to delivery and then fail in that responsibility with no communication to the customer what-so-ever.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
******************************Customer Answer
Date: 01/29/2025
[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 ********, and find that this resolution is satisfactory to me.
Regards,
***** ********Initial Complaint
Date:12/23/2024
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 am writing to formally address an issue I experienced with my recent order from *********, delivered by OnTrac. Unfortunately, this experience has left me highly dissatisfied and concerned about the reliability of your delivery process.Initially, the delivery did not arrive on the scheduled date. Instead, I received an email falsely stating that an attempt was made to deliver the package, but I was not home. This is inaccurate, as the delivery did not require a signature and I was available at the time.The package was eventually delivered four days late. However, upon opening it, I discovered that it was empty. This raises serious concerns about the handling of my shipment during transit, as it appears the merchandise may have been stolen or tampered with before delivery.This situation is deeply troubling and unacceptable. I urge you to investigate this matter thoroughly to determine what went wrong and to take appropriate action to prevent such incidents in the future. Additionally, I request an immediate resolution, either through a replacement of the missing merchandise or a full refund.I trust that ********* values its customers and will address this matter promptly. Please let me know how you plan to resolve this issue.Thank you for your attention to this matter. I look forward to hearing from you soon.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:12/23/2024
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 was given my package to delivery. They sent it to their wrong distribution center in *************. They updated tracking to say delivery delay - that was Dec 18 , I called because its in ***** per the trackign which is 40 min. Since DEC 18, not a single update has been made. They promised me a call. They do not even answer their telephone and their complaints are atronomical. How are they allowed to continue to operate. They are labelled the worst deliver service. Taking package and not delivering them is theft and its being allowed in mass quantities.Business Response
Date: 01/13/2025
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:12/23/2024
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 made a order on SHIEN on December 8th, and my order was split into 2 packages due to different origin locations. I was waiting for my order to process and when it did i was given the delivery dates for the two separate packages. One package was to be shipped by the Company *** and the other by OnTrac. The OnTrac delivery was set be to be delivered on December 17th, 2024. And the *** one on the 19th. The 17th came and i went to track the OnTrac package and it says it bas been delayed and that they would update the delivery date. The next day i check it again and i see no changes. Then on the 19th i check once more on the OnTrac website and still has no changes, by this time my other package had already been delivered, mind you the package says it was in ********* which is where i am having it delivered too. So i decided to submit a ticket, i received no response to this ticket so i had to wait again. It has now been 5 days since that delayed message and still no change on the website so i decided to try contacting them again. After a 30 minute long wait i finally got into contact with customer service and they say my package has been lost??!!I then contacted ***** and they told me that the company was experiencing a high volume of shipping and they would urge the company to have the package shipped by the 29th of December, but this doesnt explain how my package was lost and why i did not receive any type of updates on it from OnTrac for 5 whole days! If i hadnt tried to contact them they probably would not have said anything. There is no way my package could have been lost unless it was purposely lost for whatever reason. I need this to be investigated as soon as possible. And i need to receive this package soon or i will possibly take legal actions against the OnTrac ****************.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
******************************Initial Complaint
Date:12/23/2024
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 4 items - 2 for each of my children- from ************ for Christmas. 2 items delivered perfectly from ***. The other 2 items/ MISSING by ONTRAC. Apparently, loaded onto vehicle in the city I live- from there, no updates at all. This was my child Christmas gifts!! Now I have nothing and no money to fix this! This package was obviously stolen or missing which is ridiculous!!!!! How can you ruin a Christmas by the sheer incompetence which is clearly the reputation of this company??Business Response
Date: 02/11/2025
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: 03/10/2025
Complaint: 22723948
I am rejecting this response because:
OnTrac has a serial historical pattern of responses. Perhaps employees, route follow-ups, and more thorough internal investigations need to be conducted. Someone is stealing or losing packages more often than not at OnTrac. No excuse when someones money and time are wasted on an error we (the consumer) did NOT cause.
Regards,
****** ********Initial Complaint
Date:12/23/2024
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.
Placed 2 separate orders from 2 separate vendors both using Ontrac - not my choice.These ordered were placed in the end of November and the first week of December. It is now 2 days before Christmas and after multiple attempts to get this sorted with the company, they have manipulated one of the orders to say undeliverable, to now delivered after the case was opened. They said it was delivered at 10:15 pm - which is a lie. I live in a gated community that closes it's gate at 6pm, in which you HAVE to ring the bell to speak to the gate attendant. Additionally, the cameras outside my house and ring doorbell did not pick up any delivery service since 2:45pm earlier that day which was a different order through a different company. This company has now STOLE 2 of my packages, lied about them being delivered, and hung up when questioned why they updated it and lied about it being delivered. Absolutely disgusting company and ethics.Business Response
Date: 01/13/2025
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:12/23/2024
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 ******* last week. Shipping by ontrac/Lasership and it was due to be delivered by 12/18. My package arrived at the local (mogadore ****) facility on 12/15. The next two business days, the tracking said delayed, deliver the next business day. The tracking has not updated since the 17th. I filled out a ticket for support, tried calling but you can not talk to an actual person. I still have not received my package or a response , it is currently 11:50pm on 12/20.Customer Answer
Date: 12/31/2024
Company marked package as delivered on 12/30/24 but I never received my package. I looked all around my house and there was no package.Business Response
Date: 12/31/2024
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: 01/17/2025
[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: 22717120
I am rejecting this response because: the company I ordered from is not responsible for ontrac marking my package as delivered and not delivering it. They marked it as delivered at 11:30pm when their delivery hours end at 9pm. They stole or lost my package, not *******. This so shipping company ontrac steals and loses packages frequently and you can find complaints everywhere. Ontrac should be more liable for their incompetence.
Regards,
*************************
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