Business Profile

Delivery Service

OnTrac

Headquarters

BBB Accredited Business A+Rated by BBB

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

3,422 total complaints in the last 3 years.
1,150 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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:12/21/2024
Type:Delivery Issues
Status:
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.
Ordered an item from ********* on December 12th l, they use ontrac as their carrier with no other options available. The order was marked delivered without a pocture and is nowhere to be found. If this was the first time this had happened I wouldn't think much of it, but losing more packages than get delivered when we order with a company using ontrac is a concerning nd frustrating pattern. In the past we've had packages delivered to a different state according to their shipping information, it was in a town in a different state over an hour away one moment and marked delivered the next. I think that we will be able to get a refund from the retailer, but the patternfrom ontrac is frustrating. Is there anything at all you can do to warn online retailers about the horrible track record of this company?
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:12/21/2024
Type:Delivery Issues
Status:
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.
Package has been delayed for 14 days. There has been no updates to status for 5 days, I submitted a help ticket 3 business days ago and nobody answered, I tried calling but their phone goes straight to a busy tone, also tried their customer service chat, it always says there are 200+ ahead of me. 30 mins of waiting and the line was still at 178. There are several similar complaints on their ******** page.
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:12/21/2024
Type:Sales and Advertising Issues
Status:
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 items from **************. On the order, I incorrectly placed an incorrect address, which I identify as my fault. However, upon further investigation and going to the address listed of ************************************************************ which was on the order, my husband and I could not locate a house with this number. We could not open the picture on Ontrac's site that showed delivery. I completed a ticket on their site for help and never received a response, not even after the 2 days that they state to receive a response. I waited 2 hours on the ontrac chat area to speak to a representative, ****** *****, who could not or would not answer my questions. He simply repeated what I stated. I asked for a picture of the delivery to which he would not respond to. I'm frustrated simply due to this customer service and the bigger fact that we could not locate the house where the package was delivered to.
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
[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: 22719117

I am rejecting this response because:
*****, from Ontrac writes that "my package was not located during our investigation". The package in question was in the hands of a Ontrac employee. The attached documents clearly show that the package was delivered, what date, what time, however again, both myself and my husband found no package at the listed address. We used ****** earth and there is no such address to deliver to. I do accept nor agree with Ontrac statements that the package was delivered.

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
******************************
Business Response
Date: 04/25/2025
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
******************************
Business Response
Date: 04/25/2025
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:12/21/2024
Type:Delivery Issues
Status:
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 supposed to have a package delivered 3 days ago. The status showed out for delivery 1 town over. At the end of the day, I got a text stating it was unable to deliver. They never attempted. Yesterday, same thing... Out for delivery and around 3pm, another text saying it was unable to deliver. I check ******* status and it says attempted delivery, business closed. No attempt made and it's a residential address. I have a doorbell cam that records my driveway and I was outside or sitting 10 ft from the door at the time the supposed attempt was made. Of course no video of any attempt, just me outside. House and mailbox are clearly marked with address. Submitted a ticket and no response yet, but beforehand, it allowed me to chat and saw 300+ in queue probably all waiting to find out why their packages have similar status that never happened. I see endless complaints about this on many sites regarding false delivery statuses.
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
Complaint: 22718496

I am rejecting this response because: it did not resolve or address the falsified delivery attempts making it appear I was liable for the late delivery. As I said, my premises is video recorded and no attempts were made to deliver and the times they stated, I was in the yard when one such attempt was made. No truck, driver was even on the street, never mind ever came down the driveway.
This company has a lot of complaints posted on the web about this same thing and even packages going missing in their hands, but very few complaints on BBB. The rating of this company does not reflect the amount of issues it has.

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
******************************
Customer Answer
Date: 04/22/2025
I understand the typical form letter reply, but internal investigation regarding practices is not really a resolution for what happened. Reading my complaint could constitute an internal investigation. Since many have complained about these same practices over quite some time, nothing regarding what has been done to stop the repeating of it have been mentioned. It's not only the receiver that suffers, but also the shippers credibility.

Complaint: 22718496

I am rejecting this response because:

Regards,

***** ********
Initial Complaint
Date:12/21/2024
Type:Delivery Issues
Status:
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.
Tracking number D10015934635321. The delivery date says expected on todays date. This date has changed to the current date 3 times. This order was placed 12/17/24 and was supposed to be delivered in 1-3 days. I have tried contacting the company multiple times with no success.
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:12/21/2024
Type:Service or Repair Issues
Status:
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 contracted with tonies to deliver a package from December 1st at December 15th the package was marked as delivery delayed and then all of a sudden on the 15th delivered. But the package was not delivered. I have contacted their customer service multiple times without help and even asked to speak to a supervisor and non was provided.
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:12/21/2024
Type:Service or Repair Issues
Status:
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 had a package of 3 children's tablets, a remote control robot dog, and a nanana surprise doll that was due to arrive on December *******. The package did not arrive and upon checking the shipping information I was no update in status/movement since the date of purchase. December 20, **************************************************************************************************************** the package was "lost" and they would refund my money for the inconvenience but that I will still receive my package. I also reached out to lasership/ontrac who had marked the package as (arrived) without have any movement or updates in the tracking information and they told me it was still in transit and not to worry and that the tracking information would update within 2 days. Two days came and went without any updates. As a single mom (widowed) with 4 children, these were 1 of their very few Christmas gifts and now they will have almost nothing on Christmas. I need the package to arrive. After looking deeper into the issue I have found that this is a very common occurrence with this company with the exact same scenario and there needs to be accountability. I am counting on this package for Christmas and I need a proper resolution.
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:12/21/2024
Type:Delivery Issues
Status:
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.
Tracking number 1LSD07L21315072 Bought some clothes from dockers, shipped via OnTrac aka Lasership. The package was in MA since 12/14/24 but was not "delivered" until today (12/21/24) at 6AM, 6AM! Checked all the front door of my building and my adjacence, found nothing. No photo proof of delivery from the company.
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:12/21/2024
Type:Service or Repair Issues
Status:
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 delivery service is a scam, I have seen so many people complain about OnTrac delivery and how theyve never received packages or were missing items from their packages. I am a customer who was expecting a package to be delivered by OnTrac and I put my delivery address as ****************. OnTrac decides to have my package out for delivery in Gary ******* even after my package was scanned at their ***************** in ********. I am disgusted and disheartened
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:12/21/2024
Type:Delivery Issues
Status:
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.
******* shipped a purchase using LaserShip/OnTrac and a delivery was attempt on Sunday (12/16) at 8:30 pm. Since then any other delivery attempts have not been made. After multiple support cases have been open with zero resolution or attempt for resolution I am anticipating not getting these Christmas gifts.
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
******************************

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OnTrac is BBB Accredited.