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:12/12/2024
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.
Ontrac is a delivery service who doesn't deliver your packages. Lies and says they have photos of delivery, then refuses to show proof. They don't have a customer service number. They tell you to contact the seller for any help because they don't deliver the packages. Theft wrought 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
******************************
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: 22678328

I am rejecting this response because:
They launched an "internal investigation" before and never responded to calls or emails about the investigation. Had to go to the seller and get my issues resolved. Ontrac did nothing to fix the situation on their end. Need to have customer service available.

Regards,

****** ************
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.
Delayed delivery
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: 22678293

I am rejecting this response because:
The answer incorrect, I had my package month in the ontrac facility and I had to cxl with seller

Regards,

***** Jombori
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 have taken the following action:-contacted ontrac multiple times and reached a supervisor -Called and spoke with parcel pending, who opened several lockers, checked to see if there is another parcel pending or other facility in the area just in case it went elsewhere and there is not and we are the only one. Additionally, checked the last delivery in the lockers which was made at 645 by AMAZON - they suspect a dummy photo was used in attempt to pose a delivery being made when in fact it was not - my package was supposedly delivered at 840, in which I saw the blurry delivery photo of a screen and no other details - I never received any Parcel Pending notification or details that my package was actually in the locker room. I had made the inference on my own based on the kiosk screen because I know what it looks like.-I went to our room to go check to see if it was left there. There was nothing around the room, on the floor on top of the lockers, outside the facility or upstairs in the building -I checked outside and around my house there is nothing there -I spoke with the property manager, who opened every single locker and went through all of the packages and things with me to see if it was there -I went through the cameras with the property manager, and there is no attempted delivery at that point in time. The only record is Myself and my roommate going to the room. Nobody else was in the room during the time that I was. we went within five minutes of the package notification -I also have contacted the seller and let them know of this issue as well
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:12/12/2024
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.
ontrac website says out for delivery since dec 10 it never came and they do not answer the phone
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: 12/23/2024
[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:12/12/2024
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 ordered my item on the 29th of November. Ontrac got my package on December 4 and right away didnt update tracking status. Finally on the 8th it updated and was in a town right next to mine and sat at their facility for days. On the 11th it finally said it was out for delivery but never showed up. No tracking has been updated since and when I finally made it thru to speak to someone (chat only they dont have a customer service number that works) the agent just gave me a generic answer and ended the chat without allowing me to talk at all. I have no idea if my package is coming or not.
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:12/12/2024
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.
This shipping company lost my package and I'm pretty sure they are part of a criminal/pro organization because hundreds of users keep losing packages from them every day. My package was not moving after a week and only because I open/file a complain with them that someone sent me a message saying that my package was lost and I should contact the seller (just to find out later that the article was out of stock).This was the article I bought ************************************************************************************************************************************** I need them to find my package, if the package was not stolen then they can prove me wrong and find it.
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: 12/23/2024
[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: 22676980

I am rejecting this response because:

Regards,

***** ********* ******
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.
Ontrac lost my item that they were responsible for shipping. When I contacted them, they ended the abruptly ended the chat and did not give me an answer. I still have not received my item and have no way of resolving the issue.
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
******************************
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: 22676260

I am rejecting this response because: The package was delivered 21 days late. It took multiple complaints before I was connected with a representative and once I was finally connected with a representative, they ended the chat without taking my information. My package sat in a warehouse in my city for 18 days. At best, I can assume due to a lack of drivers. Each day I would get a notification saying the packages expected delivery date was that day.

Regards,

******* ******
Initial Complaint
Date:12/11/2024
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.
The Ontrac shipping facility near me in zip code ***** has severely mishandled delivery of my package containing an expensive and rare pair of shoes. The package missed delivery by 4 days and I filed an inquiry to determine why it was scanned and accepted at this facility but had no attempted delivery. I even requested to pick up the item myself since the facility is just a mile away from my home. Now today, 2 full business days after my claim, the package is deemed undeliverable. I do not understand how this is possible. This package comes from **** headquarters with clear and precise packaging. No detail has been given as to why this package has suddenly become undeliverable. I believe strongly that given the nature of the items in question that my items were stolen by someone at the ontrac facility and the status update is merely there to cover it up. There is no other logical reason in my opinion. This is an item I cannot simply re purchase with a refund.
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
******************************
Initial Complaint
Date:12/11/2024
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 on 11/29, delivered to OnTrac on 12/1. They had it all the way to my metro area as of 12/6 and on a truck for delivery and the tracking stopped then. On 12/7 I opened a support ticket with them and as of 12/11 at 6:00pm MST, according to their tracking tool it had not been delivered, no updates had been made to the ticket or the delivery. I then reached out to the merchant and was told they saw the same thing and minutes later they updated it to delivered the pervious day, 12/10. That is fraudulent. It was not delivered to me, and their own tracking was updated after the fact to show that it was when they know for a fact that it was not. This is fraud. If they knowingly mark something as delivered when they know that it was not they are defrauding the public and any of their lenders and customers as to their ********************** success rates. This is criminal and should not be permitted. I understand packages going missing, but to alter records to cover up that fact is fraudulent.
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: 12/23/2024
[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: 22675859

I am rejecting this response because:
It does not address my complaint. Your business marked this item as delivered when it was not. My concern is that you should maintain transparency since I had to wait another 6 days for the merchant to verify that it was not delivered to me on top of the 10 days spent waiting for the delivery. It was clearly never delivered and you should have a different categorization for items where delivery has failed. It is deceptive to mark an item as delivered when it has not been, and hopefully you do not deceive your clients by claiming a higher level of deliveries than you actually achieve. My concern is for your investors and customers as they may be the victims of this practice.
Initial Complaint
Date:12/11/2024
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 merchandise from ******************* and was told that my merchandise was running behind. I then received tracking information from the shipper Ontrac and was told that my package was set to be delivered by 12/11/2024. Ontrac stated that the package was delivered but to my surprise nothing was there when I walked to the door. I checked my video camera and saw that the delivery person did drop off a package and then proceeded to walk back and picked it up and left. I wpuld upload the video however this site does not allow it. I ran after the car and they just sped off. I opened a ticket and have not been contacted again and even called them with no luck as their telephone system just loops you back to the prompt. They make it impossible to speak to a live person. I just want my package to be delivered.
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.