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

3,415 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:12/17/2024
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.
has had my package in their warehouse since December 4th. will not return calls when someone does answer rude and being lied to regarding my package. package cost between *******. Christmas gifts for my family. Details needed. Please contact ******* MOGADORE, OH *********** 12/12/24 at 5:34 PM ABOUT THIS TRACKING EVENT We need Address Verification or Delivery Instructions to complete your delivery and avoid a return. Please contact us.
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 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 ordered a perishable item from a company that company sent it through OnTrac for delivery. The first time the delivery went out it had a window of delivery between the third and 6 December on track delivered it on the ninth. The items were already perished and I had to get it re-ordered second order comes out, has a delivery window of of the 11th to 12 December they tried to so-called deliver it yesterday claiming that they cant find my address. You Cant get in contact with they dont even have an option to call so I go to the website today and now theyre trying to claim that the package is damaged. No its not I want plate filed on the immediately and Im gonna talk to the other businesses so they dont go through on track because this is disturbing the amount of complaints of stolen packages of them lying and saying that packages are damaged so they have to deliver them. Absolutely not. Im not the one for this. This entire time they played games with my packages, caused them to perish, and then another lying and saying that packages are damaged. No unacceptable. I want them refunding my money because its not the other companys fault that theyre not doing their job when they handed something to deliver. when on track receives these packages, they receive them and leave them sitting in the station for absolutely no reason and then deliver them like a week later absolutely not. I want something done and Im not kidding at all.
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 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 recently ordered multiple packages and they are shipping through ontrac and I have yet to receive them after almost 2 weeks. Ive tried contacting them and have gotten zero response, one package is through my boyfriend ******* ******** for lululemon which I dont have the tracking too, but another package is through me and Ill put the tracking number below but both packages keep getting delayed and my shipping states NA, NA. There hasnt been bad weather to delay them and everyday it says its gonna deliver and then it doesnt and goes into the next day. I am getting frustrated at the horrible customer service and Id like to receive my packages at some point.
Business Response
Date: 12/19/2024
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
******************************
Initial Complaint
Date:12/17/2024
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.
Delivery contractor who separated a 4 piece package and delivered to multiple locations. There was only 1 location for delivery yet they sent a piece to a whole nother state. They do not respond to customers about issues, they do not update customers of shipping progress. They give no communication other than automated emails.
Business Response
Date: 12/19/2024
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: 12/19/2024
[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: 22698325

I am rejecting this response because:
It has been 6 days passed the expected delivery date after receiving updated progress on the 12th of Dec. No addional information has been given to me or the company I purchased the product from. It is now 19 Dec and you have yet to find a resolution to the misplaced/misrouted product. You have yet to contact me regarding my emails. If you cannot find the package, that was a 4 part piece, then deem it a loss, contact the company who shipped it with your excuse.

Regards,

****** *******

Business Response
Date: 03/06/2025
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: 04/11/2025
[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: 22698325

I am rejecting this response because:
For a company with such resources to launch an investigation on misdelivered packages (1 wheel and tire out of a 4 wheel and tire set), that cannot figure out where it went and how you managed to separate them and send to 2 different addresses in 2 completely different states, when they were mailed from the company at the same time from the same location, blows my mind. I hope your business model and investigatory practices learn from such mismanagement and do better in the future. I made sure when the company resent me a new wheel and tire that they used ***** and not OnTack, as I stated if they used OnTrack, I would cancel my order and do business with someone else.

Regards,

****** *******
Initial Complaint
Date:12/17/2024
Type:Customer Service 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 scheduled to deliver my two packages. The following history is what it showed: SATURDAY, DECEMBER 14 9:00 PM We're sorry but delivery of your package has been delayed. Please continue to check your tracking for real time updates 9:00 PM DLAY 12:51 PM | *********, ** Out for Delivery 12:17 PM | *********, GA Out for Delivery 12:05 PM | *********, ** Your package has been loaded onto a vehicle 11:45 AM | *********, ** Your package has been loaded onto a vehicle 10:29 AM | *********, ** Out for Delivery 7:34 AM | *********, ** Your package has been loaded onto a vehicleAs of now 12/17/2024 I have still yet to receive my packages and they marked it as delivered to the sender. I am still awaiting communication from OnTrac and they have yet to provide any updated tracking date for when my items will be received. I would like my packages delivered as they were intended to be.
Business Response
Date: 12/19/2024
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
******************************
Initial Complaint
Date:12/17/2024
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.
Dec 15, 2024 I was to receive a package and didnt. They claimed they made an attempt at 3:45pm and they didnt. I had been outside during that time. Contacted customer support and was told theyd deliver Dec 16. They delivered my package to the wrong house and then told me when I once again contacted customer support that they wound investigate and if I didnt receive my package in 2 days to contact seller. In todays world everyone knows I will not receive the package. They are ruining Christmas for my child. Their drivers need to learn what gps is and use it. This company has nothing but issues and yet how they are in business still I have no idea how. Between their drivers damaging, stealing, and delivering to wrong house its unbelievable. The customer service could give two craps about you problems and only tell you what you want to hear.
Business Response
Date: 12/19/2024
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
******************************
Initial Complaint
Date:12/17/2024
Type:Delivery Issues
Status:
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.
Hello,I need to file a complaint about the male delivery driver working at OnTrac Lasership stealing another ******* package from our doorstop as he was delivering a ******* package to us. The incident occurred around 3pm EST on Saturday 12/7/24. Our Ring doorbell camera recorded the delivery driver picking up our package and running back to his car with it. The package that he took was ours (it was 3 packs of curtains from *******). We can send the video footage of the incident. We have previously emailed the Lasership company regarding the incident. Even though they responded with a generic email, there is no resolution as to they are not telling us who the carrier is or refunding us for the stolen package contents. It was 3 packs of curtains from ******* total cost $73.11. Furthermore, I have tried to contact the Lasership company via telephone and I unable to get in contact with a customer representative on the phone. I am very frustrated with the lack of communication with a terrible incident in which one of their employees stole from us.
Business Response
Date: 12/19/2024
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: 01/08/2025
[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: 22697687

I am rejecting this response because: I am reporting the delivery driver that stole my ******* package as he delivered the original ******* package. Please see my Ring video footage. I am requesting reimbursement for him stealing my Wayfair curtains. Your company has a high report of delivery drivers stealing packages.

Regards,

******** Co

Customer Answer
Date: 03/03/2025
****************************************
Customer Answer
Date: 03/03/2025
****************************************
please watch this ******* link, I uploaded the ring footage because the video was too big to upload from my camera roll. Please see as the delivery driver steals the black package as he drops off the box.
Business Response
Date: 03/21/2025
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: 03/31/2025
[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,

******** Co
Initial Complaint
Date:12/17/2024
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.
I ordered my kids Christmas presents from temu all my packages always come **** to secure mail box for some reason this time they used OnTrac and says delivered but not here. No one wants to take responsibility
Business Response
Date: 12/19/2024
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
******************************
Initial Complaint
Date:12/17/2024
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.
This is some type of delivery company that cannot seem to deliver anything First package that was shipped to me was delivered to ANOTHER city with ANOTHER zip code - AND they took a photo of the package at someone else's house....... i contacted them about it in their "chat" because there is NO OTHER way to contact OnTrac - and i got a runaround - no follow up, no attempt to locate the package and deliver to my proper REAL address Second package that was supposed to ship to me a few days ago - i received an alert that says "delivery attempt failed, need access code" - i do not live in a gated community, there is NO access codes..... i'm a stand alone house with clearly marked house number, porch, road signs, everything! i contacted yet again ontrac through their chat system, and created many tickets over the last few days explaining to them that there is no access code, and to call me if there is any problem with delivery if the driver cannot find my house, i've explained to leave on doorstep once they find my address - i'm VERY EASY to find!!! - i get another alert earlier today that my package is "on the way" - and it went to ************* - then out for deliver, then went back to ************* after a few hours, and now in the evening it's in ******** - like, what in the actual heck is going on with this "delivery company" ???????I've checked their ******** and ******* social accounts and EVERY single post has comments from angry customers that not 1 person has ever received a package from this company....... how are they still in business????? what in the actual frustrations!! thank you
Business Response
Date: 12/19/2024
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: 01/08/2025
[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: 22696845

I am rejecting this response because:

your response is just unacceptable and automated
make an effort to allow your customers to be able to speak to someone
make an effort to hand off to the **** instead of discarding packages because of your continual misdelivery blunders

I dont believe a company who discards packages without proof that it was in fact destroyed or shredded - perhaps you keep and resell them yourself who knows as all the complaints Ive read about ontrac refer to packages being stolen by your drivers and never delivered
Its a federal offense to discard packages or any type of mail within the ****, and ontrac, as well as other mail/package delivery services, should be liable and accountable
stop Discarding packages and make an attempt at delivery in the first place, your excuses are unfathomable
especially around the holidays when these were all gifts you didnt even attempt to contact me and have no way of being contacted when things go awry - simply discarding on a whim is severely unacceptable
do better

Regards,

****** *********
Initial Complaint
Date:12/16/2024
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.
i have contacted On Trac via email and asked to escalate the issue, and no one gets back to me. I had placed an order with ****** *******, and the package was scheduled to be delivered by On Trac, on 12/4/24, and it was never delivered to my address. I tried to reach out and let them know I have cameras set up and am able to see if packages are delivered. They might have delivered the package, but it was not to my address. This business doesn't seem to have a telephone number to speak to an actual customer service person. I personally have read numerous reviews on this business saying this is common practice, where they don't deliver the packages, but mark it as delivered in their system. It seems that this company is corrupt and should be further investigated if they are doing these things to consumers, and make sure there is no live telephone number to speak an actual person.
Business Response
Date: 12/19/2024
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
******************************

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OnTrac is BBB Accredited.