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
- 3,409 total complaints in the last 3 years.
- 1,147 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:12/11/2024
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 ordered a product that is being shipped with Ontrac and it was suppoesed to have been delivered on December ******. Today is December 11, **************************************** *********. Advice to the merchandisers considering this company.dont. This is ridiculous and I will never order anything that requires shipping with this company.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 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 ordered a package from ******************* and the package was transmitted to Ontrac on December 8, 2024. For the past three days there have 14 scans by Ontrac stating the package was loaded onto a vehicle for delivery. The package was scanned in ******, ** which is 20 minutes from my house yet was loaded onto a vehicle 14 different times in 3 days and still has not been delivered. This morning the tracking stated delivery was delayed due to weather. There is no bad weather in this area. There are no weather delays or school cancellations. I do not know why my package is being held.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
******************************Initial Complaint
Date:12/11/2024
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 have not received my package and the tracking website is very vague and wont give me information. I wish the company that I bought from never used this carrier. I need a real representative to tell me exactly where my package is and when I will get it. I need what I bought for a Christmas gift. Every day I check the tracking it keeps saying delayed. 2 days ago I received a text saying my package was delivered but it was nowhere to be found. I went back on the website to put the tracking number and it said the package will be delivered the next day. It was a useless carrier site with no real customer service or accountability. I think my package is lost and this carrier company keeps lying and documenting its delayed. My package retails for $100. I cant complain to the company I bought it from because they shipped it as they are supposed to do. Unfortunately they used this weird carrier company I have never heard of and that is very unprofessional. For all I know they could be just keeping merchandise that they carry for personal use. I really dont know what to do next. Can I get some help on here?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:12/11/2024
Type:Delivery IssuesStatus: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.
On 12/9/2024 I was supposed to receive two zip hoodies that I ordered from a Website called *************. The package shipped from ***** and the carrier they used in the states to ship to me was called Ontrac. I don't know if the Ontrac I selected is the right location or not but they claimed they delivered my package with photo evidence. Though during the time they delivered it I was going back and forward from my apartment to the washing facilities so there is no way I would have missed seeing it delivered. I have filed a complaint with Ontrac and also did research online and a lot of people have lost packages due to this carrier. So please get these people shut down and make sure they give me my package!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: 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:12/11/2024
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.
Package was never delivered and there no way of talking to a live rep * Just a chat that responds the same thing to everything u askBusiness 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 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.
Whenever a package is shipped via this company the chances of getting it is 1% I am sick of lost packages some I can never get refunded for due to their mishandling and THEFT of goods. This package has been out for delivery 3 days in a row and still I have not received it. I want a refund because I know these thieves have already sold it or whatever they do with peoples thingsBusiness 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 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.
:On December 8th, OnTrac was scheduled to deliver a package to my front door. While working in my front yard, I received a notification that the package had been delivered. However, no OnTrac driver ever came to my house, and no package was left at my door. The driver would have had to walk past me to make the delivery.I immediately tried to report the issue to OnTrac, but their customer service was inaccessible. The phone call disconnected after one ring, and I was redirected to an automated texting system. After explaining the situation via text, I was told their investigation team would follow up. I even offered security camera footage proving the driver never came to my house, but no one contacted me to review the **************, I received an email stating the investigation was closed, claiming the package was delivered and directing me to contact the seller. This is unacceptable. OnTrac arbitrarily closed the case without reviewing the evidence I offered or providing transparency about their investigation process. Their failure to act is fraudulent and indicative of deeply flawed business practices.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
******************************Initial Complaint
Date:12/10/2024
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 ordered a product for my wifes Birthday on *********, I paid extra for expedited shipping. Product has been delayed multiple days. No reason why and no one responds. Says its in ****** which is 20 minutes from my house. They are last mile delivery and thats the only part that is failing in transit.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:12/10/2024
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.
My package from *** Shop was stolen by a LaserShip delivery person on Sunday December 1, 2024. Incident occurred at *********************, *******, on the first floor lobby by the mailboxes.A 'proof of delivery' photo was taken by the delivery person and submitted to *** Shopwhich I received in an email at 3:50pm PSThowever security footage provided by ***** ***************************** shows that the driver took the package and left with it.Package description is a white shipping bag that consists of 6 items of clothing/apparel/headwear. Purchased at $258.Delivery driver description from leasing management: Male, approximately 5'8", thin in build, wearing a medical mask, a jacket but in "regular clothes" and no uniform or identifying delivery gear.LaserShip/OnTrac package tracking number: 1LSCXIM20114388.Spoke to LaserShip customer service who requested I call back to speak to their General Manager ******* Catehart, and requested proof of the theft. I have read online that others have faced various package theft from LaserShip, and hope necessary repercussions are made in cases of theft, and future businesses will refuse to use this Carrier.Business Response
Date: 01/21/2025
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:12/10/2024
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.
A company that I ordered from used this company to ship the items I had ordered. Delivery date has come and gone and the company cannot provide me any insight as to where my package is. When I contacted *** company multiple time to see the status of my package they were in willing to help me or provide any information to me about the where abouts of my package. I strongly believe they are using A.I as customer service **** and therefore is why I was unable to get an answer. Here I am almost a month after ordering my items and still don't have them. Ruined my christmas because even if I reordered everything it won't be here untill after Christmas.Business Response
Date: 01/21/2025
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
******************************
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