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
- 3,413 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:12/16/2024
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 with ******. The item was shipped out with ontrac. Tracking info shows my package was loaded into a truck to be delivered 2 days ago. I still don't have my package. Ontrac does not have a phone number and you can only contact them through text or email. Several times, I have been disconnected from the chat, after waiting in line for hours. Then if you do get a rep, they refuse to help or disconnected all together. This is beyond ridiculous. I am waiting on this package which is $500 and is a Christmas gift for my husband.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:12/16/2024
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 never received my package. But they attempted to deliver it twice which both of the times it got delayed. First time was because of weather conditions the second had no valid reason. I reach out customer support and they are unable to help. I strongly believe this is a fraud company and are bunch of thieves.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:12/16/2024
Type:Customer Service 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 been hired by ************** to deliver a package to my home. Per the OnTrac and the OnTrac driver, the driver attempted to deliver my package on *****th around 1:30pm (et) & *****th around 3:30pm but was not able to deliver the package due to a security concern or a signature was required. This information is not the truth. The driver never came to my home. I have disputed both delivery attempts to OnTrac via text, chat and email. I have attempted to complain via telephone by calling ************ but the automated system keeps referring you back to the options i have already done. This is a horrible circle. The Representatives are not set to provide resolution, or further information or reasonable solutions. They are to only use cookie cutter response. They ask if you want to provide delivery instructions...? Unsure what delivery instructions to provide besides simply deliver to my home. I live in a very safe community that generally is gated but the gates are open during business hours or longer during the holidays to accommodate package deliveries that are late. I have no dogs and neither do my neighbors. Mostly over age 50 and very slow no activity community. My package doesn't require a signature. I have a ring doorbell and I work from home. My in-home office windows face my front yard and front door. There has not been an attempted delivery. Again, no security concerns of animals, people, activities or anything. The slowest of slow communities. There is plenty of space on my front porch to leave several packages in a safe environment from ppl, animals and weather. I also have a bench and a ring doorbell. I am not able to receive any information besides what the driver is saying and a reattempt will be made in 2 days or where my package is.There is no form of resolution and its a horrible circle. There's no alternatives but to wait.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
I recd an email simply saying OnTrac no longer has my package and for me to contact the vendor.
I have 3 different shipments where the vendor is using Ontrac to deliver the merchandise. However, I have not recd any of the packages. Each package was scanned into the Charlotte, NC OnTrac facility. I was advised delivery was attempted (not a factual statement by OnTrac) and now my packages are no longer in the control of OnTrac. They have not provided a reason, what happened to my packages...nothing.
Initial Complaint
Date:12/16/2024
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.
They claimed I signed for a package even though no one was physically present. Review of security footage shows no one delivering a package. This happens all the time with OnTrac.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: 22694981
I am rejecting this response because:Our business was not open at the time of delivery and I was in a different city so there was no way I signed for the package. Multiple cameras showed no delivery of the package on that date or any date.
Regards,
******** *******Customer Answer
Date: 02/19/2025
I have video evidence that no delivery driver from OnTrac delivered my package. It was not delivered to me and my signature was not my signature.Business Response
Date: 04/04/2025
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:12/16/2024
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 claimed they delivered two of my packages, but I did not receive them. I have reviewed the door camera, and there was no activity during the time frame they claimed they were delivered. I have submitted tickets multiple times through their online service, and they emailed me back and insisted they were delivered. I have also asked them to provide evidence of the delivery numerous times, but nobody has even replied. I could not get ahold of any live agents as they don't have this option. Tracking Number: D10015834086046Business 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:12/16/2024
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.
Placed an order with ***** on Nov 25 on Dec 6th it said it was out for delivery. I have contacted ontrac many times and they say it's still out for delivery the last person I spoke with dropped the chat when I started asking questions. If that truck is still out for delivery they are in timbucktoo by now! ***** will not refund me because the tracking still says in transit and ontrac will do absolutely nothing to make this right. Worst customer service I've ever experiencedBusiness 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:12/16/2024
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 purchased a product that was delivered via ontrac - it was delivered to the wrong address - the residence in ontrac's proof of delivery is very clearly not the intended shipping address. I contacted customer service and was told to contact the retailer and the customer service representative ended the chat with me when I asked how they would remedy delivering to the wrong address.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:12/16/2024
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 has been in possession of my package for almost 2 weeks now, with multiple Out for delivery notifications on the tracking website. Package was out for delivery on the 9th, never showed. Out for delivery on the 10th, never showed. Out for delivery on the 11th, and they said failed delivery attempt. Funny thing is I was home ALL day, and ***************** and Amazon ALL delivered, but OnTrac couldnt? Out for delivery on the 14th, never showed. High amounts of terrible reviews for them, from super long delayed packages, to terrible customer support all the way to packages being lost/stolen and the company taking ZERO responsibility. I have tried contacting them 5 times with no response at all. Please, I need help.Business Response
Date: 12/17/2024
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:12/16/2024
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.
Two different companies used OnTrac to ship a package for me. Had the same issue with both shipments. OnTrac states that they tried to deliver but the business was closed. The address that they are shipping to is a house not anywhere near a business. There is no way to contact them - they have a AI agent or wait hours to speak to someone that only provides prewritten prompts. When they were under a previous name they had the same issue. This company doesn't seem to care about customers or complaints. They appear to do an internal investigation, but never change their policys.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:12/16/2024
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 package was, in their words, misrouted to the wrong location on November 29, 2024. I reached out to their customer service on December 16, 2024 to inquire about the status. *********, a web agent, told me the package is not lost but enroute. I asked where it was currently and he told me in ************. The last place tracking had it on 12/1/24. ********* insisted my package is not lost and to wait two business days to contact the seller for resolution. I asked what can the seller tell me about my package location? ********* stated to contact the seller for resolution. Terrible customer service. I want my package and the seller isnt the one who lost it. Your company did and offered to answers as to where it is and pawned the resolution off to the seller.Business Response
Date: 12/17/2024
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
******************************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
I reject the response because youve lost the package and Im out of a product. By the time you responded and concluded that you lost the package, the item has sold out. Dont train your staff to avoid saying youve lost a package. None of your online support would acknowledge the package as lost, I have even shown proof that one employee argued it isnt lost. It has taken your company over a month to admit youre wrong and I still have to go to the seller to get anything corrected. Disgraceful service you offer.
Complaint: 22691987
I am rejecting this response because:
Regards,
********* *********Customer Answer
Date: 02/27/2025
Hello,
Is there anything further on this investigation?
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