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

3,412 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:12/16/2024
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.
I ordered a package to be delivered. It was received at the facility on 12/5/24 and has been "out for delivery" at least 4 times since then and then delayed. This is totally unacceptable.
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
******************************
Customer Answer
Date: 01/09/2025
[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,

******** **********
Initial Complaint
Date:12/15/2024
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.
The original estimated delivery date of my package was 12/1/24. The last update for the tracking was loaded onto vehicle on 12/1/24 at 8:08 AM. And there is no update for 15 days. I have contacted Ontrac support many times almost every day from 12/1/24. Every time I contacted the support team the agents told me they need to open an investigation case to investigate what happened to the package and it will take two days. The agents has opened multiple investigation case for me but I never received any update for the investigation. 15 days past, I dont receive any update for the package tracking and the investigation. I want to find out what happened to my package and when they will deliver the package to me.
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
******************************
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: 22691451

I am rejecting this response because: the business did not take any action to resolve the issue. I started noticed them on the next day when the package didnt delivered on the scheduled delivery date and tracking information was not updated since the package was loaded on to the vehicle waiting for delivery. I contacted their customer support everyday to follow up with the case, they didnt do anything to locate where was the package and what happened to it. They just asked me to wait for 2 days and create a case for me. I never received any update for the cases. There were many cases created but no update received. Every time I contacted their support, their support agents just simply told me to wait for 2 days. They didnt do anything to locate my package and response my request.

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
******************************
Initial Complaint
Date:12/15/2024
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.
Horrible customer service, never deleiverd package, won't respond to customer questions. I have been contacting them, no response or outreach. This is theft, fly by night company; stealing from Americans
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:12/15/2024
Type:Product 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.
Order two separate packages from a website overseas this company was used to deliver when looking up tracking information it said it was 15 minutes from my home but it was rerouted twice and then sent three hours away. Spoke to customer service through text several times was told to contact seller When contacted seller. They needed shipping people to let them know it did not arrive. Finally had someone call me and they said something different than the people that were messaging me so I had no clear answer and still never received either package or a refund and all they say is contact your seller, but its not that simple when they are overseas
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: 01/17/2025
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:12/15/2024
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 ordered something through ***** and they shipped with this company. I have now received 5 text messages saying they are unable to deliver the package because it either requires a signature or they were concerned about security. I have been home three of the days they claim to have attempted delivery. We have a ring doorbell and we live in the country. No one has shown up to attempt to deliver this package. I have put in two claims with the company to which one of them they responded with they will look into this.
Business Response
Date: 12/18/2024
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:12/15/2024
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 ordered a package on December 1st from a company who used OnTrac as their shipping provider. According to the tracking information, the package I ordered has been sitting at an OnTrac facility 30 minutes from my house for over a week. I have contacted customer service numerous times and keep being told to wait 1-2 business days for the tracking information to update. Over a week later, nothing has changed. They do not have a way to call and talk to anyone. The only customer service they offer is online chat, and you have to wait in line behind over 100 people before you are able to talk to anyone.
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
[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: 22690181

I am rejecting this response because I still do not have the package.

Regards,

******* ******
Initial Complaint
Date:12/15/2024
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.
We ordered from shoes from ***** that were supposed to be delivered on 12/05/24 by OnTrac. That date kept being pushed out saying volume delays and weather (we had no weather events in the *** area as the tracking # said it was in ******, ** on 12/08/24 and only 15 miles away). Since 12/08 and 12/15 we were told that it was either out for delivery or would be delivered by "tomorrow". I then called OnTrac on 12/15/24 with the tracking number and they then said they now have no idea where the shipment was, so considered it lost. Here is a cut and paste of the response: " I sincerely apologize for any inconvenience. Through my research, I have determined that we are unable to confirm the status/ location of your package. Please contact your seller for further assistance. I will note the details of our conversation on your case should the facility contact us with any updates." So all the delivery updates they provided before were lies. I then called the seller / ***** and they would not provide any refund for two weeks of no movement of the OnTrac package. However, OnTrac was not informing Adias that they lost the package for a more timely refund. How a shipping company can 1 ) Provide multuple lies about the delivery status, especially when your anticipating for Christmas 2) Only when further questioned, then admit that they somehow lost the package and diverted us back to the seller "but we have no linger control on your package" 3) Not informing the seller they are losing shipments for timely refunds to the customer.
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: 01/17/2025
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: 22689619

I am rejecting this response from this company because it is incorrect and and not truthful, which is one of the reasons for submitting this complaint about this company responses in the first place. Per the various follow-ups looking for this package, the company stated that they had no idea where it was and considered lost because their tracking process could no longer determine. It was NEVER delivered and that is why I received the reply from their help desk that they had no idea where it was any longer (versus being delayed which was the first series of excuses). To say that it was now delivered is simply not truthful and is completely contrary to the responses that the package could no longer be traced. I therefore challange ths company to now provide evidence that it was delivered to my address as they now claim. I would have accepted their apology if they were honest and simply said they lost track somehow and addressing their internal processes, but I doubt they wanted to admit that being a delivery company where tracking is so important. I have received credit from the retailer since it was never received.

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:12/14/2024
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.
OnTrac says they delivered my package from Nikol Beauty, but they did not. I spent over $100 and have not received the package. When I complained, I got an answer a few days later saying their investigation is over because their "records" show it was delivered. Where's the proof? My home surveillance camera shows nothing. They didn't have the gate code for my neighborhood. So where is my package? ****, lies and more lies.
Business Response
Date: 12/16/2024
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:12/14/2024
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.
On track has had my package since the 8th of December. They changed the delivery information several times. I was told I would receive it by the 10th. Then they said weather the 11 I had another package delivered from temu by this company and my other package was to be delivered as well. However a different driver had it I was told. So I didn't get it because they changed to delivery issues yet I received my temu order not my ******* order. Then I was promised it was out for delivery everyday and would have by 9. Now I'm told maybe by Tuesday . It says on the thing out for delivery 12/14/2024 by 9pm. Now it says delayed/a na. When I call the gentleman told me they just write whatever and drivers do what they want. Same person who has been guarantee the package be delivered by today. There are several of us that have been waiting for packages from these people and get told the same thing. I contacted ******* over seas they said they would refund the money in full *** have not. I just want my items and the package that this company has guaranteed they have
Business Response
Date: 12/18/2024
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:12/14/2024
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 ordered a package from *****. ***** says it was delivered with Tracking number of D10015892701107. I went to Ontrac website and see the picture they uploaded is NOT of my home! They have yet to respond. They need to contact the seller that used them as a shipping company and let them know their error of sending my package to the wrong house. I will upload pictures of my home in addition you can ****** map my home to see that in fact this was not sent to my home and address on the shipping label.
Business Response
Date: 12/18/2024
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.