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

3,426 total complaints in the last 3 years.
1,159 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:07/08/2025
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.
I would like to report that the delivery address provided was correct and was confirmed twice on the OnTrac website. Unfortunately, the customer service process is automated and has not been effective in resolving the issue.Please note that the address is a valid ***** P.O. Box.
Business Response
Date: 07/11/2025
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.

Thank you,
******
Corporate Escalation Specialist
******************************
Customer Answer
Date: 07/15/2025
[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:07/06/2025
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 June 24 2025 I placed an order through ********* and paid $444.85 for merchandise that was shipped via OnTrac (tracking number: C12234290089853). OnTrac marked the package as delivered, but I never received it. I was home all day, with a direct view of the buildings only entrance, and I can confirm that no carrier ever arrived.There was no delivery photo, no GPS evidence, no proof of delivery whatsoever. I immediately tried to contact OnTrac but found it impossible to reach a representative. Their customer service phone line is either disconnected or perpetually unanswered, both chat function and text messages are an unhelpful automated loop that leads nowhere. This has also been confirmed by other frustrated customers in numerous online **************************** conducted what they called an investigation, which resulted in a generic dismissal of my claim. They closed the case without presenting any proof and offered no path toward resolution or refund.After researching online, I discovered that OnTrac has a well-documented history of this exact behaviormarking packages as delivered with no proof, then becoming unreachable and refusing to accept accountability. Trustpilot, Yelp, Reddit, and even this BBB profile are filled with complaints describing nearly identical incidents.Despite this pattern, OnTrac somehow maintains an A+ BBB rating. This is deeply misleading. It appears to be based on procedural responsesresponding within time limitsnot on ethical customer service or actual problem resolution. That rating gives a false sense of credibility to a company that operates in a manner many customers describe as fraudulent.I am requesting accountability for the package they never delivered, as I have been left without a product, without support, and with no recourse.
Business Response
Date: 07/09/2025
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.

Thank you,
*****
Corporate Escalation Specialist
******************************
Customer Answer
Date: 07/09/2025
Greetings,

I wanted to let you know that my package was just deliveredbut not by OnTrac. It arrived opened, and its clear that someone who received it by mistake realized it wasnt theirs and went out of their way to drive to ********* and bring it to my address.

This only confirms what I had mentioned earlier: the carrier did not deliver the package to the correct location, and it was only recovered thanks to the integrity and kindness of a strangernot any action from OnTrac. I hope you will take this into account when assessing the reliability and accountability of this company in the future.

Best regards,
***** *******
Initial Complaint
Date:07/01/2025
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 had two separate packages that they never even tried to deliver. They marked the packages as delivered but claim to have sent the back to the seller. They never contacted me about the packages and when I tried to go through customer service they could not tell me where the packages were at. One package was from Free People, ordered on 6/16/25 and shipped on 6/24/25, it was a $78 item. The second package was from *******************, ordered on 6/26/25 and it was worth $641.04. The companies I ordered from will not give me a refund until they receive the packages back in their warehouses and after further inspection online I do not believe these packages are going to be returned as it seems this company has an extensive history of stealing and "losing" packages. I would like my packages delivered to me or to be given the option to pick them up in the ********************** which was their last known location. This company should be shut down, it is unacceptable for a shipping company to have such an extensive record of not delivering packages.
Business Response
Date: 07/03/2025
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.

Thank you,
*****
Corporate Escalation Specialist
******************************
Customer Answer
Date: 07/10/2025
[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: 23546071

I am rejecting this response because:
The business did not offer any solution. All they said was that my zip code is no longer in their system and all future packages will also be returned to sender and that I will have to talk to the sellers instead. In that case they should no longer accept packages that are to be delivered to this zip code so that they can instead be given to a shipping company that will deliver. All the sellers I have spoken to claim they cannot control which shipping company delivers the package. This is the fault of both the sellers and this shipping company, but a quick solution would be for them to give my packages to other carriers rather than taking them halfway across the country only to return them.

Regards,

***** ***********
Initial Complaint
Date:07/01/2025
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 has refused to deliver my package or give me additional information about its whereabouts even though my shipping address is correct, they claim they attempted to deliver my package but it showed that they were in ********************** where I dont ******** its being said that they are returning it to the shipper, but the shipper says they have no information that its been sent back to ******* shipping address is correct and I even have a phone number listed which they refused to contact me on. I ordered these items hoping to receive them before my birthday on ******** and Im so disappointed that ***** chose to use them as a shipping partner
Business Response
Date: 07/03/2025
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.

Thank you,
*****
Corporate Escalation Specialist
******************************
Customer Answer
Date: 07/15/2025
[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:07/01/2025
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.
I made an order from ********** for a grill. Order WN23488075. It was noted as delivered at 10:21 PM on 6/30/2025. I can not find the item anywhere on my property. I also do not see any delivery vehicle at that time on my ring cameras. Seems like the delivery driver did not deliver or stole the item. There is no photograph of the delivery
Business Response
Date: 07/03/2025
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.

Thank you,
*****
Corporate Escalation Specialist
******************************
Customer Answer
Date: 07/03/2025
This has been resolved
Initial Complaint
Date:07/01/2025
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 ordered a small piece of equipment for my business through *****. Ontrac was hired to deliver it. Yesterday it showed the delivery was made at 1pm. I was home and outside at that time. No deliveries came to my home. I called ontrac and they told me they have confirmation that the delivery was made. They have no photo or signature. This is the 8th time this year that Ontrac has failed to deliver packages to me. **************** does not help. There is no resolution other than my lost package.
Business Response
Date: 07/03/2025
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.

Thank you,
*****
Corporate Escalation Specialist
******************************
Customer Answer
Date: 07/10/2025
[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: 23541859

I am rejecting this response because: no action has been taken by the delivery company. The letter is just a notification that they are investigating.

Regards,

******** *****
Initial Complaint
Date:06/27/2025
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 placed an online order that was shipped using OnTrac. I received a delayed delivery notification a few days ago and reached out to understand more. The customer service center said to expect my package in 1 to 2 days. We are now almost 5 days out since I ordered my package and the OnTrac customer service team keeps giving me the run around. I asked to go to the local warehouse and pickup my package since they are telling me it arrived - but they say I am not allowed to get my package. The customer service is terrible and based on the reviews I am seeing online I feel this company has a inside issue with packages ever making them to customers that they need to figure out.
Business Response
Date: 06/30/2025
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.

Thank you,
*****
Corporate Escalation Specialist
******************************
Customer Answer
Date: 07/10/2025
[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: 23526422

I am rejecting this response because: reading reviews online and the discussions with customer services it is very apparent that this is an ongoing issue with ******. I ended up with the package marked as delivered at 1130pm but when you check my cameras no one came to my house. This company has a big internal theft problem. I contacted the store I purchased my electronic device from since they initiated a charge since OnTrac marked the package delivered.
With all the complaints and feedback on this company I am surprised they are still in business.

Regards,

**** Luis **********************************************
Initial Complaint
Date:06/26/2025
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.
We are reaching out regarding Order 2000133-94217178 with tracking number *****************, which never arrived at our address. Based on our review, it appears the package may have been misdelivered.On the same day, we received another package with tracking number *****************, which shows a correct delivery time of 1:51 PM, as confirmed here:************************************************************************* Given the timing and delivery patterns, we believe the carrier may have scanned both items as delivered, but only one was received.Please investigate this delivery discrepancy as soon as possible and advise on the next steps. We would appreciate your assistance in locating the missing package.
Business Response
Date: 06/30/2025
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.

Thank you,
*****
Corporate Escalation Specialist
******************************
Customer Answer
Date: 07/10/2025
[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: 23524911

I am rejecting this response because: the issue has not yet been resolved.

Regards,

***** ***
Initial Complaint
Date:06/26/2025
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.
I order a package and Ontrac was contracted to deliver the package on Thursday 6/19/25, which was a holiday. The tracking was updated on 6/19/25 at 9:44am saying package received by local facility and processing delivery. Then for 6 days the package was not delivered, only for me to reach out everyday to get no customer service **** because they only use automated machines. I filled a claim with the company and nothing after promising a 48 hour investigation. Today 6/25/25 I was able to get someone via text, for them to tell me the package can not be located and it will not be delivered because they can not find it in their warehouse. The original merchant assures me that ontrac has the item in their warehouse and refuses to send a new item because the tracking keeps updating the delivery date to the current date.
Business Response
Date: 06/30/2025
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.

Thank you,
*****
Corporate Escalation Specialist
******************************
Customer Answer
Date: 07/08/2025
[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 I regretfully accept this response, I believe they should not be able to deliver packages to anyone, and this is not the first time ontrac has lost an item of mine at the *****************, in ***********, **.

Regards,

******* ******
Initial Complaint
Date:06/24/2025
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.
My package with tracking number 1LSCZQS0055LJZQ was misrouted by OnTrac/LaserShip on June 20, 2025, and has been stuck in transit ever since. Every day since June 21, the Hollister app just says "Delivery *********** Changed" without any real progress.I contacted OnTrac via live chat, but the agent was unhelpful, gave vague replies, and said they could not do anything else. When I pushed for help, they ended the chat instead of escalating the issue.I also emailed multiple addresses, including ****************************************** and ********************************************* one bounced back, and the other never replied.Hollister (the retailer) stated that OnTrac is fully responsible for either delivering the package to me or returning it to the original shipping facility. But no action has been taken on ********* has now been 4+ days with no delivery, no resolution, and no communication from OnTrac. I am requesting that this issue be escalated, and that my package either be delivered immediately or declared lost so I can receive a refund from the retailer.I also contacted ********* about this issue, and they confirmed that OnTrac is responsible for delivery. They provided me with a reference number for my case: KGB32B. This further supports that the delivery failure is on the shipping carriers side, not the retailer.
Business Response
Date: 06/30/2025
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.

Thank you,
*****
Corporate Escalation Specialist
******************************

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OnTrac is BBB Accredited.