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
- 3,417 total complaints in the last 3 years.
- 1,150 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:12/23/2024
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.
Hello, this company is used by many delivery services, but unfortunately, it has a serious issue with theft and damage to products and packages, as many of their staff members are involved in these activities. There is no proper communication or package tracking system in place, and it feels like they are scamming people on a daily basis. How can a company operate without any live staff members? This is making online shopping increasingly concerning for consumers. I placed an order, but the only way I can communicate is with an AI customer service representative. Upon further research, I've discovered that this is a widespread issue across the country. While I still want my package, Im also fearful about making future purchases, knowing that my orders could end up being handled by this unreliable and faceless company. I ordered a product on December 3rd, and it was picked up by their carrier on December 14th. Since then, its been marked as "out for delivery" several days in a row, but it still hasnt arrived. The city isnt far away, and Id be happy to go pick up the package myself. Initially, I thought the delay was due to the holidays, but after doing some research, I see this is part of an ongoing pattern. Its terrifying for consumers to deal with a company that has no clear standards, no rules, and zero communication with either businesses or customers. All I get are the same AI-generated apologies in response. If you look into this company, youll find thousands of people facing the same issue. Please help this company should not be providing services to customers without proper standards in place.Business Response
Date: 01/03/2025
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:Order 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, formally lasership, has my package won't deliver it. They are using a lasership tracking number and holding packages in *************, **. Delivery was expected on 12/19/2024 as showing loaded on vehicle for delivery and it is now 12/23/2024 with no further updates. I can provide order and tracking. Please just deliver my packages. I have contacted support with no help and even offered to pick up my package as it is showing on the tracking as having been loaded into a truck for delivery nearly 8 miles from my house and that was 4 days ago, customer service said they are not offering pickup any longer.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:Product 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 ordered on December 3rd, says it was received by OnTrac on December 5th. Made it's way from *********, ** to **********, ** arriving on December 9th. Sat in **********, ** until finally arriving in ********, ** on December 19th. 10 days. Has not been in ********, ** for five days as today is December 23rd. Tracking still says package will be delivered on December 13th in ****, **. Also, tracking page has changed several times to include Paramus, NJ, initial day received, etc. No answer from OnTrac, company ordered from says they have nothing to do with shipping so no help there either. If not received by tomorrow, Christmas Eve, which will be 21 days from point of purchase (much longer than the initial 7-10 day window promised), a credit card dispute will be placed with provider of original order.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:12/22/2024
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.
OnTrac falsely claimed to have delivered a package to my home in **************** on Dec 18 at 8:35pm. Their own delivery tracker logs the package as delayed in ******* VA at 9pm that same day. I have reached out numerous times in the interim to try and get them to respond, but I've only received a computer generated email claiming that they conducted an internal investigation on themselves and have concluded that they definitely delivered the package. They have provided no evidence of delivery and in fact their own tracker still lists my package as delayed in ******* VA They have either lost or stolen a package containing over $300 worth of merchandise, and refuse to make contact with me or attempt to set it right.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:12/22/2024
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 has failed to deliver two of my packages to two different addresses in two different states. I have several neighbora in ************ who have stated they did not receive delivery from OnTrac. This organization assumes no liability for incorrectly delivered packages. One delivery provided a photo of the misdelivered package, the other did not? Why not a consistent process. They claim to conduct an investigation and respond within two business days but provide no conclusive detail regarding the outcome of their supposed investigation. They are taking business from reputable and reliable delivery organizations and consistently not delivering. They should have a rating of F and be shut down.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:12/22/2024
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.
My packages have been sitting in ****** for over a week. I have filed TWO complaints around and they ensured me they would track my package. Still no movement. I contacted lululemon and they said it takes 6 business days before they will complete an investigation. I ordered this on December 6th! Christmas is on Wednesday and now these gifts cannot even be purchased in the store. This is not a delay in shipping, this is complete lack of accountability for the job they were hired to do. No clear customer service, just canned responses with no resolution. How they company continues to operate with numerous complaints is beyond me. The fact that major retailers are still using them is mind blowing. The only reason I can think of is they are under contract, but based on the lost merchandise and how much this is costing those retailers I would think it is a breach of contract. They should be put out of business and retailers should be up front with who their shipping companies are so customers can chose not to purchase anything from them when this customer is used. They are an absolute disgrace and during the holidays no less.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:12/22/2024
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 a package of several items from **** that was scheduled to be delivered by Ontrac between 12/5/24-12/11/24. On 12/13/24, Ontrac updated the tracking status to out for delivery at 10:31 a.m EST. At 12:47 p.m. the same day, Ontracs delivery status was updated again to Delayed. Delivery Date Updated. Per their tracking site, the reason for delay was supposedly due to issues with the delivery vehicle. The expected delivery date was updated to 12/14/24 In Transit. However, I did not receive my package on either ****** of 4:00 EST on 12/22/24, I still havent received my package. There has been no additional update and the company has been completely unresponsive to my requests for an update regarding the status of delivery. The tracking shows that my package is located at one of Ontracs facilities in ******, **, which is roughly 40 mins from my delivery address. However, I have received no response to my request to just pick the package up.Upon my research of this company, I have found only terrible reviews of packages being stolen by drivers, packages never having been delivered at all, and no real customer service option to assist customers seeking help and information. Despite a phone number option, there seems to be no option to actually speak to a customer service representative. And as mentioned above, the company is unresponsive to email. The live chat option has a queue of 100s in line to chat and just randomly closes as you get closer to chatting with a representative and you end up making another request which places you back at the end of the queue. Additionally, while you are in queue, you cannot leave the screen, or use your phone, or youll have to start over. This means waiting in line over an hour only for the app to close out after hours of waiting anyway.I paid Temu approximately $130.00 for the items to be delivered At this point, I have no idea how to get my package delivered or picked up. Can someone please assist me.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:12/22/2024
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.
On December 19th ************ claims to have delivered my package at 7:19 pm. However, in my address details, it clearly states that delivery is only possible Mon - Fri 7 am to 5 pm. When I finally was able to speak to the customer service people, they told me the package was delivered. I asked them to provide pictures showing where they delivered, because once the business closes, there is a block wall and 8 foot gate that encloses the property and the front door cannot be reached. Ontrac told me that they usually take pictures to show delivery, but for some reason, this time they did not get pictures. What does that tell you? The package was Christmas presents that now I do not have time to re-order, and the merchant I purchased from, now has to file their own claims and will take up to 14 days to process a refund. This is more than just inconvenience, this is now an issue of getting Christmas presents in time for my family, and having the funds tied up all because the delivery service did not do it job. An apology is not good enough. I need the time and the money back to get the presents for my family that they lost or took.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:12/22/2024
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.
The business marked two packages as delivered when they werent ********************* 12/16/24 2:03 PM EVENT ************** *********** 12/16/24 2:02 PM EVENT Out for *************************** *********** 12/06/24 11:03 PM EVENT Package received at the ************* ********* ** As you can see after 10 days without updates they said the packages were out for delivery and one minute later delivered (I live 40minutes from their warehouse). I contacted multiple times to lasership and their only solution was to contact the seller.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:12/22/2024
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 placed an order from *************** with 2 day delivery that was fulfilled through OnTrac. On the day of delivery, I received a text at 6:04pm that they were unable to deliver and a text at 6:05pm saying it was delayed. No one attempted to contact me. I assumed this was maybe related to the fact that my home doesnt have a front door. (Even though no other carrier has ever had an issue with this and leaves the packages by the gate). So, I updated the delivery instructions via their web support explaining and giving my contact info. I also posted a literal sign below our address number, on our garage, explaining there was no front door but that we were HOME all day and happy to answer a call if they couldnt leave the package (number was written on sign) and that we NEEDED that package today because we leave town tomorrow. Againunable to deliver. No attempt to call. No one responds on the companies automated chat. There is no phone number available on the website. No one has responded to my support emails. HOW does this company have an A+ rating with the BBB?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
******************************
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