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
- 3,416 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:12/18/2024
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.
On August 25, 2024, I initiated a pay in 4 purchased in the amount of $227.95 to buy 2 sweatshirts from the **************The ************* used Laser Ship as the shipping company to deliver my goods. Laser ship delivered goods in the open mail room and didnt deliver the package in my locker box or put a signature requirement on it. My package got stolen by neighbor or neighbors when came downstairs to the mailroom. Also, let me add this, I paid for package protection, neither the ************* or Laser Ship reach out to me when I filed a complaint with ******. Moreover, I file a complaint immediately with the **************************** and my Apartment Complex.I have no way of contacting the *************, because they dont have a phone number for consumer and dont respond to customers emails . I am now left with $ ****** bill with ****** and I didnt receive my goods. We have a safe locker box that they should have put my items in or call me downstairs to sign for the package, but rather they threw my package in the open mailroom.I am appealing to the bureau to help me out and solve this issue.On August 29, 2024, you initiated a ****** Purchase Protection case stating that you had not received your purchase. At that time, the seller was notified you had disputed the payment and asked to work directly with you toward a resolution. On September 6, 2024, you escalated this dispute to a claim, allowing ****** to review the claim and make a decision. 1LSCYG5003PCOP0. Attention; my package is the black packaging in the open mailroom.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:12/18/2024
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.
On December 16, 2024, I had a package delivered by OnTrac, which contained an Apple Watch Series 10. The package was marked as delivered at 1:07 PM in the parcel room. However, when I retrieved it on December 17, 2024, at 3:00 PM, the contents of the package were missing. Upon reviewing the delivery photo, it was evident that the package had been tampered with the original ******* tape had been cut through, and the box was resealed with regular tape before the OnTrac delivery sticker was placed. I am certain that the theft occurred either during the delivery process, and the OnTrac driver is the likely individual responsible. I have filed a police report, but I have not received any resolution from OnTrac. I am requesting that the stolen Apple Watch be replaced and that the individual responsible be identified, caught, and terminated. This is a common problem with this company, and I am seeking a resolution to ensure accountability and prevent future occurrences.Business Response
Date: 01/21/2025
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:12/18/2024
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.
My mother ordered me a KitchenAid Mixer (valued $330+) from **************** ************** chose company OnTrac to deliver my order. Ontrac has stated my order was delivered, yet the order has not shown up and OnTrac has no proof of delivery such as a photo. Upon repeated attempts to contact the business, OnTrac has provided vague and inconsistent information regarding the location of my order and the availability of delivery proof. They have stated they would send me a photo of the delivery, then only forwarded me my own email with no photo and disconnected the chat, citing time limits that were not specified on their website or disclosed. Then, when contacted again, another agent said there is no photo and again was extremely vague. Additionally, another chat was disconnected due to inactivity less than 1 minute after I had sent my tracking number as requested, yet it often takes their representatives 5+ minutes to respond to questions after being connected. Finally, OnTracs email response to my issue was we have completed the investigation and told me to contact the seller, yet OnTrac provided zero details about their investigation or findings. I am seeking a photo of the delivery location of my package and a written confirmation that OnTrac mishandled the delivery or that they do not know where it is so that I can get my item from *************** OnTrac does not have a working phone number listed on their website, so I have been unable to contact them via phone. Lastly, a simple web browser search of OnTrac reviews will show that this problem is not unique - other customers have caught ******************** drivers stealing their packages after claiming to deliver them and have had similar issues where OnTrac has labeled an order as delivered but has never delivered the item. This is not a unique problem and must be addressed immediately.Business Response
Date: 01/21/2025
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: 01/31/2025
[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: 22703358
I am rejecting this response because: I already contacted the seller about this issue. The seller required I filed a police report (per their policy). During the report investigation, they found on security tapes that OnTrac did NOT come into my apartment building or make any deliveries at all during the time frame the package was allegedly delivered.OnTrac been unable to provide a photo of the delivery, so its impossible for them to prove the item was delivered as they claim. So if OnTrac is saying they delivered the package, but my apartment complex security cameras have no record of a deliveryhow is this the sellers fault? The fault lies SOLELY on OnTrac. You simply cannot claim the package was delivered to my address, because there is video evidence that no OnTrac delivery was made on the day my order was said to be delivered (12/11/24 evening ). This is absolutely unacceptable. I implore you to further contact the delivery driver to investigate - I have no other choice but to believe the item was either delivered to an incorrect address or stolen by a driver. I have video evidence showing that it was NOT delivered to my apartment.
I am happy to resolve this issue if OnTrac can provide compensation for this nightmare of an experience, and a written apology for the hours of time I have spent trying to get this issue resolved.
Regards,
********* ******Business Response
Date: 03/26/2025
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: 04/24/2025
Complaint: 22703358
*****,Its disappointing that youve taken 3 months to send me the same templates response as last time. I am rejecting this response because you still have not provided any evidence of investigation. Why was the order marked as delivered when it never arrived and my buildings security cameras proved there were zero deliveries from ****** on the stated delivery day?
If there is no proof of investigation or delivery due to improper conduct, I implore you to be transparent here. I am committed to following this complaint until I receive proof of investigation/proof of delivery OR an acknowledgement from ****** and reparations for this disappointing experience.
Regards,
********* ******Initial Complaint
Date:12/18/2024
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.
My Kohls order (tracking #1LS7205083950538000) was shipped via Ontrac/Lasership and arrived at their ****************** on Friday, December 13. The tracking information states the package is preparing for delivery and I should see the estimated delivery date. The delivery date changes daily. For example, today it states the package is being delivered today. Yesterday the package was being delivered yesterday. When the date changes, so does the delivery date. I understand a package getting lost. However, this is the SECOND time a package has not been delivered to me from the same warehouse in the last month. My previous order was shipped from Macy's.There is a phone number for the facility, but when you call the number, it puts you immediately on hold, and no one ever picks up.I am sure many of the companies shipping through this facility will reimburse their customers even though it should not be their responsibility. This shipping company should be delivering the packages it receives.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:12/17/2024
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.
My packages were marked as delivered when they had not been. The company made up a delivery time after I made a complaint stating my package had been late for over a week. I have a security camara system on my property and there is no sign of anyone delivering at the time they marked it.Business Response
Date: 01/21/2025
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:12/17/2024
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 have tried several phone numbers. I have tried the *** help option. I have tried the ticket option. How can I speak to an actual person?!?!?!?!?!? I'm getting ****** and about to get a lawyer because I don't feel this is a legitimate company. I want what I paid for and not days, weeks, months later than it was supposed to be delivered. If I am not contacted by a human representative by phone in the next 24 hrs I am seeking legal aid.Business Response
Date: 01/21/2025
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:12/17/2024
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 claims to have delivered my package, but Ring camera proves they did not. Tracking info says left with doorman, but we do not have a doorman. We live in a regular house. Also checked with all neighbors, but no delivery anywhere. Opened a case, but Ontrac still insists the package was delivered and there is nothing they can do. Item I ordered is now out of stock, so I have no options to receive what I ordered. I suspect the package was stolen by the driver, as it would have shown ********* branding. Completely unacceptable.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
******************************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: 22700555
I am rejecting this response because:
Contract claims they have reviewed tapes, but if they have, they would see that the package was never delivered. There are tons of similar reviews for OnTrac online. If evidence exists of the package being properly handled and delivered, I would like to see it. I have already contacted the seller, and the item I ordered is out of stock and was a highly sought-after item. Its completely unacceptable to claim that a package was delivered without proof of delivery. I would still like to know where my package was left, or at least the last place it was seen.Regards,
**** J ********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
In the business response, the OnTrac representative states that, This consumer's package exceeded the maximum attempts and was discarded in our warehouse on 10.07.2023. This statement is absolutely false and I have Ring camera footage to prove it. No single OnTrac delivery person or vehicle approached my home at any point, pr attempt to make a delivery on any day at any time. I will only accept a resolution that accepts full responsibility and culpability on OnTracs part.
Complaint: 22700555
I am rejecting this response because:
Regards,
**** J ********Initial Complaint
Date:12/17/2024
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 purchased a **** camera lens from best buy on 12/12/2024. I recieved tracking info from the delivery company onTrac. Per the tracking number onTrac stated my package was deliverd on 12/14/2024 at 12:39 pm. I have a ring door and I was home all day I did not get any package from ontrac and both ontrac and best buy is pointing the fingers at each other. Per the photo that ontract left that supposed to show my so called delivery is a photo of just a black background nothing else. Per the screenshot I provided shows just that.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:12/17/2024
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 have 3 tracking numbers: C11877003542626, C11877002542618, C12194907739284. Why didn't you deliver my packages...? ********************!!! I get deliveries regularly from your reputable competition ************** I didn't receive a phone call about my delivery, which is why a phone number is provided (UNPROFESSIONAL). These are Christmas gifts and you have messed up Christmas yet again! I tried reaching out, but your company has no valid phone number for customers and you have blocks on your "text" service which prevents customers from reaching you (VERY UNPROFESSIONAL). I finally got some on your online "chat." Very rude and unprofessional, said ai would get my packages. I don't know why you solicit your services to retailers when you don't even fulfill your obligations. WHERE ARE MY PACKAGES AND WHY DIDN'T YOU DELIVER THEM???? Read your reviews online! 1 star with hundreds of people complaining about the same thing!!! Do everyone a favor and close your business. May your Christmas reflect your customers'! I have an issue with ********************** every single time they are responsible for delivering my packages. Since 2018 every single time!Business Response
Date: 01/21/2025
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:12/17/2024
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 was supposed to deliver my order from *****. According to OnTrac, they delivered my package at 11:38pm on a Sunday evening and received a signature. It just happens that on that day, I was up and in my living room. As soon I received notification of delivery via email, I went to the door and there was nothing. There is no record of anyone coming to my door on that day. I am most upset that they say that I signed for the package. They are unresponsive to my complaint telling me to contact *****. ***** says according to Ontrac it was delivered. So I'm just out of my money and package! This is not ok and is unfair. It is too bad that you know what company will handle delivery before then. OnTrack you have thieves for employees and it's not fair to consumers.Business Response
Date: 01/21/2025
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
******************************
OnTrac is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.