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

3,411 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:12/13/2024
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.
My package was sent to the Ontrac facility in ****, *******. My package was supposed to arrive a week ago and was stolen. They shut off their customer service phone number and the only other way to contact them is with an AI generated text chat that does not answer questions or concerns. If you look up the reviews for this facility there are tons of people who had things stolen by this facility. People also have video evidence via ring door bell of the carrier taking a photo of the package for delivery proof and then stealing it. It happens to just about every package that goes to that facility. With tons of video proof and claims this facility needs to be investigated for theft and have a way to contact them. If they do get back to you they just say to contact the seller for a refund. Thats a hassle and theres still a big issue of theft and it is illegal and not right for paying customers and should not be accepted.
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 purchased a coat from *******************. On Tuesday, December 10, 2024 at 6:48pm I received an email from ******** notifying me that the package was delivered. No one was home at the time. When I returned home, there was no package anywhere on the property. I checked the security camera footage and saw no delivery person approach the porch, ring the bell, or otherwise attempt delivery while I was away. I checked OnTrac's delivery status page and found that they recorded the package as delivered, and signed for by me. Specifically, it said the package was left with a person, my name was listed, and a fake signature was scribbled as if I signed for it. The delivery time was 6:34pm. No one was home. No one showed up on any the home security cameras around that time, either before or after. I filed a complaint in their online system. They responded December 12, 2024 claiming to have investigated and found the package delivered according to their records. No further information was given. My signature was forged. The package was not delivered. They claim not to be liable but have provided no evidence to prove that they actually delivered the package. I can provide video footage as needed to support my claim. I want my package. If that is not possible I will be seeking a full refund from ********, with whom I have also filed a complaint.
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
******************************
Customer Answer
Date: 12/23/2024
[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: 22681471

I am rejecting this response because: This is an unsatisfactory response and does not resolve the issue. Neither company has provided the coat or refund or any information as to why the package was not delivered and my signature was forged. They have an obvious breach and have not satisfactorily addressed it for me as a consumer. My package was stolen and they have neither acknowledged or taken responsibility for their obvious dishonesty. They lack integrity as an organization and will no longer receive any business from me.

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:12/12/2024
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.
According to the 'tracking number' given to me, the package in question arrived in ************, **, shortly after 2 this morning, and then shortly after 11 this morning it was out for delivery in *********, ** where it had been received 2 days earlier. They're treating it like a yo-yo. And this is not the first time that Ontrac has been "Offtrac" in getting a package to me. I'm going to request that the shipper not use this company any longer if they wish to keep me as a customer.
Customer Answer
Date: 12/14/2024
I finally received the item yesterday after bounced back and forth between ************, ** and *********, *** Following receiving the package, about 2 or 3 minutes later I received an email from OnTrac advising me that my package had been delivered, saying nothing else, not even an apology for their mishandling.
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
******************************
Customer Answer
Date: 12/23/2024
My primary complaint was not that the item was delivered on the wrong date, but that the missed delivery was due to the item being shipped to *********, **, after it had arrived to ************, **, where I live. Deliveries sometimes arrive late, I know that. The carrier can't be blamed for problems that hinder transport, but my feeling that problems such as mishandling occur too often to be ignored. Whether it is due to a lack of training, lack of oversight, or whatever, is not up to me to decide.
Initial Complaint
Date:12/12/2024
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 an online retailer on 12/1 and another on 12/6. My packages were shipped with OnTrac. They listed my first package as on the delivery vehicle out for delivery as of 12/7. As of today, 12/12, it has still not arrived. And now they have marked it as exception because of natural disaster or weather which is entirely fraudulent. The second package (ordered 12/6) was marked as out for delivery today and it has not been delivered. The facility is now closed and I do not have my package.
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:12/12/2024
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 purchased perfume from fragrancenet, onTrac is a delivery company who supposed to delivered the package by 4th of december. After couple days i contracted fragrancenet and they asked me to wait until the 10th which i did still no package. Today i decided to contact onTrac Person name ******* who i did a live chat. I have a proof, i took a picture of chat. She mentioned that driver could not found the address as soon as i said i have been at that location since 5:00am with camera provided and no driver have showed up today without answering she ended the chat. When you join chat there are close to 200 people in line. I need this product deliver to me ASAP.I will recommend fragrancenet and any other company that uses OnTrac for delivery services to never use them. One of the worse shipping services ever i have dealt with.
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:12/12/2024
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 mainly order with to me and I guess on track is a third-party delivery service they personally put my package on the front porch when my screen door was unlocked also I have a ring camera they did not attempt to ring my door I came outside within 10 minutes of the package being delivered and no packages on the front so it makes me think that it was an inside job or someone took my package and then they gave me to run around about
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: 01/18/2025
I still need help with this no resolution yet
Initial Complaint
Date:12/12/2024
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 has failed to deliver any packages to my address from Hey Dudes, Kohls and Duluth Trading. According to the tracking: "The delivery of your package was attempted but could not be completed due to a lack of an access code. Please contact us to provide the needed access details to avoid a return" I live in a rural area with no fence - no access code needed to come up my driveway. I called Hey Dudes 12 Dec 24 and they said the package was being returned after three delivery attempts - there have been zero attempts made. They also claimed to attempt delivery a Duluth package today 12 Dec 24 at 4:24pm today but no one was home - again, not true, both my wife and I are home. You can't call them, the 800 number disconnects automatically and the other won't let you select the options and then disconnects the call. We just want our packages.
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:12/12/2024
Type:Sales and Advertising 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 received repeated notifications from OnTrac that packages could not be delivered with a request for me to contact them. Each time I contacted them, I provided detailed delivery instructions. Service agents assured me each time they would resolve the issue, but the same issue kept recurring. Contacting services agents was always a lengthy process that took time away either from my work or family and did not even resolve the issue. I came to believe no action was taking place, either on the side of customer support or on the part of their ********************** drivers. Online searches indicated other customers had the same or similar experiences. A delivery company that fails to make deliveries is a real problem.
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:12/12/2024
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 delivered to wrong house I tried to call and no **** can only chat or text I did chat after holding for over ****************************************************************************************************** all had to do was contact driver and go get package to redeliver but no said 1-2 days for a ticket. Now someone else has my Christmas gifts
Customer Answer
Date: 12/15/2024
Per email OnTrac has closed the case for this even though this is not my house they delivered to. Then had another package said delivered today never received and not surprisingly no picture for this delivery however I do have cameras on my house and no deliveries were made today .D10015877239313 and now D10015887380271. I also went online to check before they closed the case and it says out for delivery again but nothing came. This is honestly the worst company for deliveries. How is this even legal that they deliver to wrong house and nothing is done?
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: 01/08/2025
[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: 22679150

I am rejecting this response because: This was delivered to the wrong house and on the OnTrac tracking says out for delivery since 12/13 I also received an email that said you closed my case because you never went to the wrong house that you delivered it to and picked it up.

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:12/12/2024
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 december 3rd I placed a order online and the order was shipped via Ontrac delivered on December 9 2024 at 9:37pm. The package was left on the floor in the lobby and another tenant picked it up and walked off with it. We have a package room that was open but they delivery person chose to just throw it on the floor in the mailbox area. The merchant ********* secret) will not replace nor refund because it. Says delivered. The shipping company stated the same. The shipment was late and inappropriately delivered and Ontrac should be held accountable or refund my order or both.
Business Response
Date: 12/12/2024
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.