Complaints

This profile includes complaints for OnTel Products Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  OnTel Products Corp.

  21 Law Dr Fairfield, NJ 07004-3236

• 

  Ontel Products Corporation

  12154 Montague Avenue Pacoima, CA 91331

• 

  OnTel Products Corp.

  533 Brandon Town Center Mall Brandon, FL 33511-4725

• 

  Magic Tracks

  612 Winston Ct Apt 6 Ithaca, NY 14850-1952

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:06/18/2025

  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 for your Chilwell 2.0 in May its shipped out on June 3 today is 18 June and Im getting the runaround from your customer service. I called ****** ***** said we had to call your company to get the shipping information Where it went from ***** to ***** smart post and was told that your shipping people would have to call and get the number and I was told I quote we dont do that. You can do that. Are now wanting to run a scam on people take their money and no one can get the product. Weve had three different delivery Dates And your people at customer service are not worth their time and money that youre paying them because they wont do a **** thing for customers. If youre running a scam, just be honest about it and tell us youre gonna take our money and then youre not gonna ship product and if we dont get the product oh well so bad no, thats not the way its gonna work here. I am going to file a complaint with the ************************, the ***************************************** and the ****************************** for you a fraud. Youre shipping department can call ***** and get the **************************** tracking number because ***** said you can and your people tell me not something you will do for anybody. I dont think so. When I told them we would go in and dispute the credit card charge your customer service people said you cant do that. guess what? Yes we can because it seems your company doesnt want to do anything except rip people off.

  Business Response

  Date: 06/23/2025

  Dear Better Business Bureau,
  
  Your correspondence was directed to me for
  handling.  Please accept my apology for
  any delay this may have caused. 
  
  Unfortunately,
  I could not locate an order in any of our systems for this customer with the
  information provided in this complaint.
  Please
  provide me with some additional information so we can research and take care of
  this. 
  In order for
  us to do that, we would need the following:
  What is
  the merchandise this is regarding?
  Customer
  order number?
  Please
  provide the description and the phone number next to the charge on the
  customer’s billing statement.
  Please
  supply additional customer information if there is a different name;
  address or phone number on this order.
  Quality
  customer service is very important to us and we look forward to assisting you
  further.
  Sincerely,
  Customer
  Service Specialist  

• Initial Complaint

  Date:10/29/2024

  Type:Service or Repair 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 called Ontel ** today & spoke to ******. Explained to her that I had an Ontel item (Speed-Out **balt ************************ that needs to be replaced under their "Lifetime Performance Guarantee" citing that if ever we are not satisfied with the performance of our SPEED OUT COBALT, Ontel will Replace it Free". The item doesn't work!!!! ***, This Guarantee is printed on the Rear Panel of the Product in Bold & is in contrasting color ink to be Noticeable to the **nsumer prior to Purchase- It worked, I made the purchase solely on this fact; The Guarantee!!! After explaining to ****** what item it was, she had no idea of its existence. She said that its NOT in the product line & knows nothing of it. I took her to the Ontel website & showed her that the product IS on the Ontel website as we speak. Then she said that she cannot honor a Guarantee since they no longer make the product. That even if they did, it would have had to been purchased within 60 days from today & accompanied by a receipt showing that. I explained to her that a Lifetime Guarantee from Ontel was put on the package so that they could sell more product & that by doing so, they cannot simply ignore it- That this product IS covered for a Lifetime!!! I also explained that Ontel cannot put in place parameters to circumvent the honoring of this Guarantee!!! No where inside or out, does it state anything about requirements for this Guarantee to be honored. I told ****** that if this product is no longer made, I'd accept a comparable item that they produce providing I approve it; Otherwise I'd like a refund- After she checked with someone else, ****** told me that there was nothing Ontel would be willing to do. It was clear from the start ,that Ontel is NOT WILLING to Honor its Lifetime Performance Guarantee that is printed on the pkg & that what they are doing is unlawful & unethical etc... My receipt is from ********** on 10/12/18 & falls within the terms of "LIFETIME". Pls see Pkg pics.

  Business Response

  Date: 11/06/2024

  **mplaint ID:
  ********
  From:
  ****************
  To:
  ******************** of **********
  Subject:
  Respond to **mplaint
  Dear Better Business Bureau,
  
  Your correspondence was directed to me for handling.  Please accept my apology for any delay this may have caused. 
  
  Unfortunately, I could not locate an order in any of our systems for this customer with the information provided in this complaint. 
  We believe the customer may have purchased the product from a retailer.  We went ahead and issued a refund check for the customer for $21.37 as requested by customer to close complaint.  The check will be mailed to the customers home address as listed on complaint.  Please allow ***** business days for **** to deliver the check. 
  B *********
  ****************************************************************************************
  Sincerely,
  **************** Specialist  
  
  **mplaint Details
  I called Ontel ** today & spoke to ******. Explained to her that I had an Ontel item (Speed-Out **balt ************************ that needs to be replaced under their "Lifetime Performance Guarantee"citing that if ever we are not satisfied with the performance of our SPEED OUT COBALT, Ontel will Replace it Free". The item doesn't work!!!! ***, This Guarantee is printed on the Rear Panel of the Product in Bold & is in contrasting color ink to be Noticeable to the **nsumer prior to Purchase- It worked, I made the purchase solely on this fact; The Guarantee!!! After explaining to ****** what item it was, she had no idea of its existence. She said that its NOT in the product line & knows nothing of it. I took her to the Ontel website & showed her that the product IS on the Ontel website as we speak. Then she said that she cannot honor a Guarantee since they no longer make the product. That even if they did, it would have had to been purchased within 60 days from today & accompanied by a receipt showing that. I explained to her that a Lifetime Guarantee from Ontel was put on the package so that they could sell more product & that by doing so, they cannot simply ignore it-That this product IS covered for a Lifetime!!! I also explained that Ontel cannot put in place parameters to circumvent the honoring of this Guarantee!!!No where inside or out, does it state anything about requirements for this Guarantee to be honored. I told ****** that if this product is no longer made,I'd accept a comparable item that they produce providing I approve it;Otherwise I'd like a refund- After she checked with someone else, ****** told me that there was nothing Ontel would be willing to do. It was clear from the start ,that Ontel is NOT WILLING to Honor its Lifetime Performance Guarantee that is printed on the pkg & that what they are doing is unlawful &unethical etc... My receipt is from ********** on 10/12/18 & falls within the terms of "LIFETIME". Pls see Pkg pics.
  Desired Outcome/Settlement
  Desired Settlement: Other (requires explanation)
  Since Ontel refuses to honor its Lifetime Performance Guarantee, they should refund me $21.37 (incl tax) that I paid for the product.
  **mplaint Details (cont.)
  Nature of **mplaint:
  Guarantee Or Warranty Issues
  Date Problem Occured:
  None Provided
  Date(s) **mplained:
  None Provided
  Purchase Date:
  None Provided
  Salesperson:
  None Provided
  Product/Service:
  None Provided
  Model #:
  None Provided
  Account #:
  None Provided
  Order #:
  None Provided
  Purchase Price:
  None Provided
  Payment:
  None Provided None Provided
  Disputed Amount:
  None Provided
  
  
  

  Customer Answer

  Date: 11/18/2024

  Just received your email that my Complaint # ******** was closed and that if I wanted to contact you, I should write you an email.  

   

  Back on 11/6, I received your email with a response from the Ontel Company stating that they were sending out a check to my home to satisfy my complaint.  As of today (11/16/24) I have not received any check.  Per your email, I had 10 days to respond.   I was waiting to respond to you today since today was 10 days from your 11/6 email but I was off a day since the BBB already closed out the complaint.

   

  I was hoping that you could reopen the case until such a time that the check is actually received.  If Ontel does what they say they will, I have no problem in closing the case out but until the check is received I cannot do so...  I am hopeful that the check will arrive shortly. 

   

  I hope you can understand where I am coming from here.

  
  
  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,
  
  B *********

• Initial Complaint

  Date:10/17/2024

  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.

  After using the water flosser for about a month, black mold build-up happened in the water tank and device used to charge the flosser. I tried to clean the devices after checking on how to do this on You Tube. Nothing worked. I did this continuously and also bought a tiny scrub brush to use, but nothing seemed to clean it thoroughly. MOLD is a poisionous substance to a person's health. I contacted the company two times asking for a refund, but never heard back. All I want is a refund and for them to try and come up with a way to clean the device and prevent the build up.

  Business Response

  Date: 10/22/2024

  Dear Better Business Bureau,
  
  Your correspondence was directed to me for handling.  Please accept my apology for any delay this may have caused. 
  
  Unfortunately, I could not locate an order in any of our systems for this customer with the information provided in this complaint. 

  We believe the customer may have purchased the product from a retailer.  We went ahead and issued a refund check for the customer for $39.99 as a courtesy on Friday 10/18/24.  The check will be mailed to customer home address as listed on complaint.  Please allow ***** business days for **** to deliver the check. 

  ******* ******
  *******************************************************************
  Daytime Phone: ************
  E-mail: *******************************

  Sincerely,
  Customer Service Specialist  
  
  

• Initial Complaint

  Date:08/17/2024

  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.

  I bought a artic air pure chill 2.0 today within 1 hour it has burnt out. The more I look into this product the more I find the same thing with others. All I find for 5 star reviews are clearly bots. This product is a scam being sold in Walmarts, Ace, *********** and more. This product is $45 after tax and I feel like I have been scammed and this is not right. Please look into this product so others wont fall for the same scam. Im not looking for any money I just want them to never be able to scam again.

  Business Response

  Date: 09/30/2024

  Dear Better Business Bureau,
  
  Your correspondence has been directed to me for handling.  Please accept my apologies for any delay this may have caused.  I have indicated information below to resolve and close this complaint on behalf of Ontel Products.
  
  
  We have no record of this order in our systems, please provide additional information (order date, email used during purchase,purchase location) so that we may better attempt to locate this order and resolve the issue. If the device was purchased at a retailer (**********,*******) please contact retailer regarding refund / replacement.
  
  Thank you for your patience.
  
  We trust this information will satisfy the customer and close the matter satisfactorily. 

• Initial Complaint

  Date:07/30/2024

  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 found out that a one time payment was processed as reoccurring so 2 days after I placed the order I called to cancel the order and receive a refund. I was told a supervisor would call me the next day which they didnt. I called back and asked to speak to a supervisor and was told no supervisor was available. I again asked where my refund was and was told it was filed by another CS rep so I would have to deal with them. Of course the rep was unavailable. My order was canceled with the warehouse so I will not receive the merchandise but my ***** refund is somehow lost in the system.

  Business Response

  Date: 08/01/2024

  Dear Better Business Bureau,
  
  Your correspondence has been directed to me for handling.  Please accept my apologies for any delay this may have caused.  I have indicated information below to resolve and close this complaint on behalf of Ontel Products.
  
  
  We are sorry that the customer was not happy with the Voom ordering experience.
  
  According to our records, the issue was escalated to our customer service team on 7/31 who have requested a paper check to be issued for the order amount.
  
  Thank you for your patience.
  
  We trust this information will satisfy the customer and close the matter satisfactorily.
  Sincerely,
  **************** Specialist 
  
  

• Initial Complaint

  Date:07/16/2024

  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 July, 9, 2024 i ordered a Chillwell 2.0 air cooling unit. When it arrived it was not as advertised and did not even work. The website advertises a full money back refund if unsatisfied. I called the customer service **** and the representative (******) offered 70% money back and other products, and kept offering other things instead of the full refund. I repeatedly had to request and reminded the rep that their website guarantees full money back. The rep ****** then asked for email address, order number and said he will send email instructions on how to send the unit back for refund. ****** said the email will come in one hour and could not give me a reference for the call. It has been several hours and no email for return/refund. When you call the 800 number you are waiting for almost 1 hour for anyone to pick up. please assist me in getting my full refund back for this scam of a product.

  Business Response

  Date: 08/01/2024

  Dear Better Business Bureau,
  
  Your correspondence has been directed to me for handling.  Please accept my apologies for any delay this may have caused.  I have indicated information below to resolve and close this complaint on behalf of Ontel Products.
  
  
  We are sorry that the customer was not happy with the *********************** ordering experience.
  
  According to our records a full refund was issued on 07/16/2024 in the amount of $110.78.
  Thank you for your patience.
  
  We trust this information will satisfy the customer and close the matter satisfactorily.
  Sincerely,
  **************** Specialist 

• Initial Complaint

  Date:07/16/2024

  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 placed an order with ONTEL DR on 7/14/24 - although I had no idea this is the company with whom I placed the order. I sent an email and left a voice mail messaged on 7/14/24 to cancel this order. No response from them. I called at approximately 9:15 am on 7/15/24 and spoke to a representative who told me she could not cancel the order. After much discussion, she would not cancel the order. In addition to them refusing to cancel the order, they overcharged me. I also sent another email telling them that. No response. Today I got a *** email saying my order would be delivered 7/17/24. Wrote them another email telling them NOT to ship it that I had canceled the order. They have charged my credit card for the overcharged amount. Total should have come to $168.97. They charged me $180.16. ($11.19 difference) This is fraud and their refusal to cancel my order against the law. Consumer has up to three days to cancel an order. I suspect if the order is delivered against my insistence not to do so, they will charge me to return the order. I will not pay this return charge. *** website message: *** doesn't have possession of the package yet. Estimated delivery date will be available as soon as we get the package.

  Business Response

  Date: 08/01/2024

  Dear Better Business Bureau,
  
  Your correspondence has been directed to me for handling.  Please accept my apologies for any delay this may have caused.  I have indicated information below to resolve and close this complaint on behalf of Ontel Products.
  
  
  We are sorry that the customer was not happy with the *********************** ordering experience.
  
  As of 07/18/2024 I can see that product was delivered via **** and that a full refund was issued in the amount of $180.16 to original payment method.
  
  Thank you for your patience.
  
  We trust this information will satisfy the customer and close the matter satisfactorily.
  Sincerely,
  **************** Specialist 
  
  

• Initial Complaint

  Date:07/10/2024

  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.

  7/1/2023. Bought this portable air conditioner tower, worked 6-7 times, then turns on for one second, then turns off. Called the company’s customer service center, got no service towards fixing it or replacing it. Went on their website’s review page, were 2 good reviews and 148 bad reviews, with the same thoughts as me. Stoled my money as far as I’m concerned! I don’t have a tracking number or an order number. Just trying to have this company put out of business, should be a class action suit bought up on them.

  Business Response

  Date: 08/01/2024

  Dear Better Business Bureau,
  
  Your correspondence has been directed to me for handling.  Please accept my apologies for any delay this may have caused.  I have indicated information below to resolve and close this complaint on behalf of Ontel Products.
  
  
  We are sorry that the customer was not happy with the ******************** ordering experience.
  
  We have no record of this order in our systems, please provide additional information (order date, email used during purchase,purchase location) so that we may better attempt to locate this order and resolve the issue. If the device was purchased at a retailer (Home Depot,Walmart) please contact retailer regarding refund / replacement.
  
  Thank you for your patience.
  
  We trust this information will satisfy the customer and close the matter satisfactorily.
  Sincerely,
  **************** Specialist 
  
  

• Initial Complaint

  Date:07/08/2024

  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.

  I entered the product into my cart. The company charged my PayPal account without authorization. I emailed them to state I did t want the product but they shipped it anyway.

  Business Response

  Date: 07/11/2024

  Dear Better Business Bureau,
  
  Your correspondence has been directed to me for handling.  Please accept my apologies for any delay this may have caused.  I have indicated information below to resolve and close this complaint on behalf of Ontel Products.
  
  
  We are sorry that the customer was not happy with their product.
  
  I have issued a full credit via PayPal for $107.67
  
  Thank you for your patience.
  
  We trust this information will satisfy the customer and close the matter satisfactorily.
  Sincerely,
  **************** Specialist 
  
  

• Initial Complaint

  Date:04/08/2024

  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.

  ordered a ****** on March 22, 2024.....never received it.....called the phone number on my bill and was given a different number to call, called and - same thing- given different number to call.......three times - same thing....recording said they had no record of Ontel company....guess i was scammed. cant' remember 100% but think i either saw on tv or it popped up on my phone.

  Business Response

  Date: 05/30/2024

  Hello, per our records a no-charge replacement order was issued on 04/08/2024 and delivered on 04/20/2024. We trust that this will resolve this complaint satisfactorily. Thank you.