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:12/14/2024
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 is a delivery company used by ******* to deliver online orders. My order was supposed to be delivered a week ago. Everyday it shows as out for delivery. At the end of the day it gets marked undeliverable and rescheduled for the next day. This has gone on every day for a week. Today an OnTrac employee told me my package was received on the 4th which was 10 days ago it has not been loaded on a truck at all for delivery because they just have to many packages to deliver. This happened 2 weeks ago with my wife's packages, and my mother currently is awaiting 2 packages with the same issues from this company
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.
Shipper for multiple days says shipment is delayed and says it will be delivered the next day. Then they keep it as delayed and stop updating the estimated delivery date.
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
******************************
Customer Answer
Date: 01/16/2025
[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: 22686399

I am rejecting this response because:
This does not excuse the issue. I have never received a package on time from Ontrac. You have the minimum stars rating on ****** Reviews because of this same issue over and over. How do packages get lost and never get delivered all the time? Somebody has the package. I informed the company that used Ontrac that I will no longer order merchandise from them if they use Ontrac as their carrier.

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:12/13/2024
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 ***** and filed a complaint. I was supposed to have this between Nov 29 and Dec 5. I understand there was a weather issue but that has been long gone. I was then told it would be here the 9, 10, 11, 12, and today the 13 and still don't have it. I have received all other packages from all other carriers with no issues. This is very shady and I'm starting to thing some stole it. Very unreliable service. Never even heard of this carrier before.
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:12/13/2024
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.
Hello, I placed a $200 order from ***** (ranging from clothes, gadgets, makeup, beauty essentials, skincare, shoes, bags, and more) on November 30th. My package was supposed to arrive on December 11th by the courier company OnTrac. However it was delivered to the wrong address!! Despite the fact that I put the correct address (***************************************************) yet it was not delivered to my door. I have a photo of my actual door that it should have been delivered to, and the photo that was uploaded by the courier. That door and package is nowhere to be found. I walked all over the neighborhood in the cold weather to realize the door shown in the photo is not in my neighborhood at all. It went in a completely different area than within a neighbors reach because none of my neighbors or anyone in the whole subdivision has a door that looks like that nor has anyone seen it either. The door in the delivered photo is unrecognizable. I'm so upset I was really looking forward to this package because I'm going on a trip on December 17th and I anticipated this important package for my trip!! I now feel inconvenienced and as if everything is ruined. How can this mistake be made? Important packages being delivered to the wrong place?You can even ****** my address and the right building with the correct door will pop up!!! I don't understand. I will attach all photos I have. May you please help me? This was so important to me I can't express it enough! and this was my first tine using your courier company "Ontrac" I'm so shocked that something like this is able to happen. Neither ***** nor Ontrac are helping me solve the issue, they claim it's been delivered when I told them that is not my door!
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:12/13/2024
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 paid for an item through TikTok with this company as my delivery service. This company delayed the expected delivery from 12-2 - 12-7 to false delivery attempt 12-8. I work from home and was home all day actively awaiting multiple package from different companies. I ensured I was diligent and aware of my surroundings to not miss any packages. The status on the website states there was an access code needed and for me To contact them to update my delivery instructions. I updated the address online yet the statues did not change. I reached out via the contact option / ticket Ontrac provided yet received no contact. I finally tried to call the number on the website just for the line to say its not working yet I get messages from the number for a virtual assistance chat. I was told by an agent that my address was updated with the instructions to leave my package in front of my building or door. There was no update at all until 6pm 6113 stating my package was returned to me at 2:36 with the details stating my was delivered to the Amazon locker. I automatically receive notifications from ****** if anything has my address on it. I called Amazons locker support and they confirmed there are no packages under my name or address in the locker. I tried reaching out again to Ontrac when trying to search for updates and later describing inability to retrieve item without code. I was dismissed and told to contact the seller. There are plentiful of reviews stating this company is unreliable and a lot of the drivers will steal the packages. I believe this company is a fraud and hosts a lot of illegitimate business practices.
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:12/13/2024
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.
This company is contracted to deliver meal kits from Marley Spoon. On several occasions, they have not delivered the package. The first four or so times, they claimed the box was damaged, and they chose not to deliver it. The last time, 7 December, they posted that the package was delayed until the 8th, and then the 9th. After the 9th, the status was not updated; the package never arrived. Despite reaching out several times (four or five), I have not heard from them regarding their status, excuse, or anything!The unprofessionalism extends to their delivery vehicles as well. The most common is a beater van with an OnTrac sticker or magnet, though I have seen employees grabbing packages from their personal hatchbacks. I cannot fathom why ***** ***** or anyone would choose this service when so many are far superior.
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
******************************
Customer Answer
Date: 01/09/2025
[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: 22685066

I am rejecting this response because:
The response is laughable and reflective of the absence of customer service provided by *********************. It's an automated note.
I sent several messages and didn't receive a response. And I hope this package is not floating somewhere because it's full of food, weeks old at this point! The tracking was never updated. OnTrack failed to provide a reason the package wasn't delivered.

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: 22685066

I am rejecting this response because: OnTrac lost a package and refuses to take responsibility and has no tracking detail! How can they have no record of something shipped from a supplier? how do you just "lose" a package? Makes me think there's internal thievery. This service is unreliable and unprofessional with the complaints being addressed by a call center, not in the **.

Regards,

********* ******
Initial Complaint
Date:12/13/2024
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 a package (11/21) from a store that ended up at the hands of ontrac. I knew it was an issue when my package passed 5/6 days being that i order from this store all the time & dont really have issues as far as shipping with other carriers but with ontrac THERES ALWAYS an issue. My package has been in the city where i reside since (11/29-11/30/24) and i havent gotten any updates from ontrac, Their phone numbers, chat & emails do not work & personally i do not like my packages shipped with them because its ALWAYS an issue with them !!! I was showed an estimated delivery of 12/2-12-4, not 12/12 otherwise i wouldnt have ordered ! A lot of other customers have the same issue with them losing out packages ! This is ridiculous and they need to be held accountable and stop stealing peoples packages, because at this point its theft. I just wanted the items that i paid for delivered to me with no problem for the holidays. This is the second issue *** had with this shipping company !
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
******************************
Business Response
Date: 12/26/2024
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
******************************
Initial Complaint
Date:12/13/2024
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.
My package has been out for delivery since 12/11. I contacted Ontrac and was told they attempted. Once I said I have cameras to prove no one attempted they disconnected the conversation. Since then I cannot reach anyone. Today 12/13 I get a phone call from Ontrac stating my address is too far and he was not driving to deliver it. It's impossible to get a live agent, and I think they have flagged me somehow. Every time I try to reach them they disconnect the conversation. This is a xmas gift and I just want my package.
Business Response
Date: 12/13/2024
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: 12/26/2024
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:12/13/2024
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.
On 12/11, I received notification via my tracking that my package couldn't be delivered due to "Business Closed." I reached out to OnTrac and was told that it was because they don't deliver to ** Boxes. I asked if I could change the address, they said no, I needed to contact the seller ******** and have them reach out to OnTrac to authorize a change of address. I reached out to ******, they gave OnTrac my physical address, and OnTrac told them no, the address couldn't be changed. I contacted OnTrac again, they asked me to confirm my address, they gave my physical address that I had not given to OnTrac. I told them the address was correct, and they said they needed ****** to confirm. I said the address was given to them BY ******, and they said they never spoke to ****** and that the customer gave the address. I am the customer, I didn't give it to them. They said ****** needs to call their account manager at ********************. I call ****** again, get a manager to know what I was talking about, and they call OnTrac. OnTrack tells them they will have the driver bring back the package to have the label changed with new address before delivery is reattemped, and it should be delivered in 1-2 business days. On 12/12 OnTrac attempted delivery to the ** Box again as the label wasn't changed. I reached out, they said the label would be changed once the driver brought it back that day. Today is 12/13, I got another notification that delivery cannot be made. I've been trying to reach OnTrac for an hour now with no luck. On 12/11, I asked to speak to a manager, they said someone from Escalation would call me within 24 hours, no one has called me.
Business Response
Date: 12/13/2024
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: 12/13/2024
I spoke to two *****s today and was told contradicting information. One ***** said they never received authorization from ****** to change my address, and that there was nothing they could do to assist until that was done. When I said I had been told yesterday that it was confirmed, the ***** said I was given incorrect information by the previous *****, and that there was physically no way someone from ****** could have spoken on the phone to OnTrac. When I asked to speak to a manager, I was told they would escalate my complaint and I would receive a phone call. When I asked if that was confirmed because I never received a call from two days ago, the ***** never responded.
The second ***** told me that they could see the authorization from ****** and that they didnt know why tracking said to reach out to OnTrac. They said that the package would be delivered 2-3 business days from 12/11 (the day of the address change) and that today was only day 2. They also said my address was validated and asked if there were additional delivery instructions they should be aware of.
I am still waiting for OnTrac to contact me regarding my multiple requests to speak to a manager as this experience has been incredibly frustrating, and Im still not optimistic that I will receive this package, especially since *****s are given different answers to questions.
Customer Answer
Date: 12/16/2024
12/16: 1:48 PM, tracking said out for delivery. I refreshed constantly all day, and had someone stay home to make sure there would be no issues if they tried to delivery. At 9:35 PM, tracking updated with a 9:00 PM timestamp saying it was delayed, with location of ******** (I live in ************). Last time it showed delayed, it took several days for the *** to be updated.
I was told multiple times that it would be delivered within 3 business days of the authorized address change, today was the 3rd business day. I have still not received a phone call from OnTracs escalation department despite being told several times I would receive a call.
Initial Complaint
Date:12/13/2024
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 placed an order with Prana to be delivered by OnTrac (tracking number, 1LSCXXR51676542). OnTrac decided to return the shipment to the sender. OnTrac needs to deliver it to the recipient, me. That's how it works. The order was supposed to be delivered to me in November!
Business Response
Date: 12/13/2024
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: 12/18/2024
ISSUE # 2:
OnTrac is completely incompetent. On a different delivery, I told them 4 times to return package, 1LSCXXR51675968, to sender and not to deliver it to me. They
delivered it to me anyway, and I opened it. Now, I have to pay $8.00 to send it back. OnTrac/Lasership owes me $8.00.

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