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
- 3,423 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:12/19/2024
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 from **** and this package company has my package and is refusing to deliver it. It is 6 days before Christmas and they keep delaying and hanging up on meBusiness 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: 22711512
I am rejecting this response because:
I provided many screenshots of my communications with this company. The employees were rude and dismissive and frequently hung up on me. They insisted that they lost my package so I went out and replaced everything again. After this, a few days before Christmas the package magically appeared on my door step with no explanation. This company has thousands of complaints online with the same exact complaint. A close friend of mine had a package from ********** lost right before Christmas as well. No apology can make this company right. This is the same response I have been receiving. They have thousands of customers with the same exact complaint missing their packages.Regards,
***** ******Initial Complaint
Date:12/19/2024
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.
This shipping company supposedly lost my daughters Christmas gift she really wanted, but yet there has been no record of scanning for the last 9 days. I am 99.9% positive that someone has stolen this package (more than likely an employee). I am disgusted and have been told lies over chat (I have screen shots) that my package was at my local carrier facility and now Im being told my package cant be located and to contact the retailer. The retailer has been contacted and the item that I ordered is no longer in stock and my daughter is going to be devastated Christmas morning. This is one of the things she really wanted. Nobody has remorse at this company and there is no reason if they have my package why it cant be delivered. This is why Im convinced someone has stolen my daughters Christmas gift. This place is a joke of a shipping company and should not be allowed to deliver packages.Business Response
Date: 01/21/2025
Team,
Please find our response to this complaint. Please reach out should you have any questions or concerns.
Thank you,
Sierra
Executive Escalations Specialist
OnTrac Customer Service
******************************Initial Complaint
Date:12/19/2024
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.
These jokers have failed to deliver 75% of my packages. Cost me $300 already.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
******************************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: 22711340
I am rejecting this response because:They are just passing the buck to the seller. It doesn't resolve their continued bad service and disrespect for my packages.
Regards,
***** ********Initial Complaint
Date:12/19/2024
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 filing a complaint against OnTrac due to the theft of my package by one of their drivers. My package, ordered from *******, was marked as delivered but was never received. After multiple attempts to contact the company, I have received no response.Although ******* issued a refund, the root issue remains: this company appears to hire individuals who steal from customers. This points to deeply concerning hiring practices and a lack of accountability. Consumers should not have to worry about criminal behavior from delivery personnel.I request that the BBB investigate this matter and hold [Delivery Company Name] accountable for their negligent and unethical practices. Companies must be responsible for vetting their employees to ensure customer safety.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: 02/08/2025
This has not been resolved.Initial Complaint
Date:12/19/2024
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.
This company was supposed to deliver a package. It was loaded on a truck four days ago and has been sitting ever since I have contacted customer service several times I get no information other than wait two more business days and it will come wait another two business days and it will come. I have asked if it is lost and I get no answers other than I have to keep waiting and waiting in order not to receive it. I cannot cancel my order until I do not receive my package, but because the date keeps changing, I wont be able to cancel my order. I just contacted customer service and sat on the phone and waited for about an hour and a half through chat because the phone number does not work and was told the same thing to wait an additional two more business days. The item is probably 30 minutes from my house at the facility and I do not understand why it has been sitting on a truck for three days and nobody can give me any answers every time I deal with this company I get no answers in my packages are either lost or never arrive on time. I do not understand why companies use this company as their delivery service when there are so many issues and it seems as if nobody knows anything that is going on.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: 22710749
I am rejecting this response because: there was no attempt. I was contacted my email to verify the address and that I had 48 hrs to respond I responded in that allotted time and I was told sorry it was already sent back not to mention I contacted OnTrac several times via chat before that and I kept getting NO RESPONSES I was told it was coming itll be there in 2 more days than another 2 days no one ever asked me to verify anything. You guys have no good contact phone number I am assuming because you dont want to deal with irate customers, and then I had to sit on a chat waiting for over 2 hours to speak to someone to tell me contact back in 2 days. With no investigation nothing so no I reject this response.
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:12/19/2024
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 delivery service threw my package over the fence.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:12/19/2024
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.
12/10/2024 Ontrac delivered my package at the wrong office. the picture provided by them as proof of delivery is not from my workplace. since it is impossible to talk to someone over the phone, I submitted a ticket and about 48 hours later I received an email saying "Thank you for reaching out to us regarding D10015860030372. Our delivery records indicate this package was delivered, but we understand you have claimed the package as not received. Our facility has completed the investigation. If the package has not yet been received, please contact your seller for further assistance. Please let us know if there is anything further we can do to assist."I also contacted the seller, who told me that since my package was marked as delivered I needed to contact Ontrac. Since then I have sent 2 emails to Ontrac but they have nor respond. I checked with every office in our building hoping to find my package but i was not able to locate it or the office in the picture provided by Ontrac. All i want is for their driver to track my package and deliver it to the correct address or get help getting a refund from the seller who refused to give it to me because Ontract "delivered the package"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:12/19/2024
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 placed an order with ****** on 11/29/24. The order was shipped the next day, via Lasership/OnTrac. According to tracking, it was received at the facility 12/4/24. And from there, delayed, delayed, delayed * no delivery. As of 12/12 it stopped being updated via tracking.There is no customer service team; no customer care phone line. You cannot speak with an actual human being. Sometimes live chat works, but most of the time it's 'unavailable'.It is literally 6 days before Christmas and the gift I ordered in November is MIA * with no response or assistance from this company. I just want my package!I really don't understand how they stay in business * or aren't sued on the daily.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:12/19/2024
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.
Complaint Title: Missing Package Marked as Delivered by OnTrac Complaint Details:I am filing a complaint regarding a missing package marked as delivered by OnTrac on December 6th, 2024 (Tracking #D10015834363410). Despite the delivery status, I never received the package.Details of the Incident:Order Information:Order placed with MUSINSA (Order #******************).Total value: $428 after discounts (19 items, some intended as gifts).Delivery Issues:Address on file is ********** package was found at my home or common delivery locations (e.g., front door, mailbox).I verified with my roommates, who did not receive or see the package.Proof of Delivery:OnTrac provided a photo that appears to show my front door, but no package was present when I ********** doorbell camera did not capture any delivery or notification.Neighborhood Context:I live in an area with frequent thefts, including stolen packages.Police Report Filed:A report has been filed with the **************************Temporary Report Number: T24027227.Requested Resolutions:1.Investigation: OnTrac should provide further details, such as GPS delivery confirmation, timestamps, and driver notes, to verify the delivery.2.Improved Practices: OnTrac should implement better delivery protocols for high-value packages, such as:Mandatory notification (e.g., ringing doorbells or knocking).Requiring signatures for high-value orders.Optional extra fee to insure my packages. The poor delivery process has caused frustration and financial loss. I would appreciate a prompt resolution to prevent further escalation.Business Response
Date: 01/21/2025
Team,
Please find our response to this complaint. Please reach out should you have any questions or concerns.
Thank you,
Sierra
Executive Escalations Specialist
OnTrac Customer Service
******************************Initial Complaint
Date:12/19/2024
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.
Failure to deliver my package. Impossible to talk to anyone at the company.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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