ComplaintsforOnTrac

Delivery Service

Additional Complaint Information

Customer Complaint:

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Initial Complaint
09/26/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
OnTrac hasn’t delivered my order. I am having it shipped to the USPS. OnTrac keeps delivering the packages outside the operating hours of the post office. My package will be out for delivery around 2pm and OnTrac will attempt a delivery at 8pm or later. The post office closes at 6pm. I just want to receive what I ordered. I can’t cancel the order with the retailer.
Customer response
10/03/2023
Issue is resolved. Finally received both packages from OnTrac.
Business response
10/04/2023
October 4, 2023
Dear *******,
We want to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving your
complaint, we launched an internal investigation, as we take your concern very seriously.
Our tracking indicates your package was delivered; however, it was not delivered on the expected delivery date. Please reach out to your seller for further
assistance if you did not receive this package.
Thank you,
Corporate Escalation Specialist
Ontrac Customer Service
Customer response
10/05/2023
Date Sent: 10/3/2023 12:42:21 PM
Issue is resolved. Finally received both packages from OnTrac.
Initial Complaint
09/26/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The tracking info (***************) shows that my package was delivered, but I checked and DID NOT receive this package. I contacted OnTrac's customer service via their form on their website and was assigned a case number (********). I was later told that they were not able to locate my package during their investigation and that I would need to contact the seller to obtain further assistance. I placed another order, and the tracking info (***************) shows that my package was signed for and delivered to ***** *., but I was at home and DID NOT sign for or receive this package. I contacted OnTrac's customer service again and was assigned a case number (********). As of 9/26/23, I am waiting for the results of their investigation. I do not appreciate that the tracking info presents false information, and I want what I ordered.
Customer response
10/02/2023
After I submitted this complaint, I received the package for my second order. I still don't know how someone else signed for my package using my name, but I do have my package now.
Initial Complaint
09/26/2023
Complaint Type:
Delivery Issues
Status:
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.
Customer service here is terrible. A package was sent out via overnight shipment of vital medication and two days later the package sat in New Jersey for over 10 hours. When I asked if I could pick it up (again VITAL, life saving medication), I was told no. I then asked about the non-movement of my package, I was given template and incoherent answers which finally ended with a repeated “please visit online for further tracking information.” What is the point of this business? I will call my medical supplier and ask that they never use this delivery service again.
Business response
10/02/2023
October 2, 2023
Dear ******,
We want to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving your
complaint, we launched an internal investigation, as we take your concern very seriously.
When any package is lost or otherwise not delivered, the facility conducts a thorough investigation. This includes, but is not limited to, reviewing all available
surveillance tapes, following up with the sorting team and in the case of a misdelivered package, following up with the driver(s) for that route. The facility has
concluded the investigation and unfortunately was unable to locate your package.
If you do not have your package, please reach out to your seller for further assistance.
Corporate Escalation Specialist
OnTrac Customer Service
Customer response
10/14/2023
[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: ********

I am rejecting this response because:

Your customer service has been terrible from the initial moment. I had to come out of pocket because you lost the original package.
Regards,

*********************
Initial Complaint
09/25/2023
Complaint Type:
Delivery Issues
Status:
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.
Latest issue was today, 9/25/23 where the delivery wasn’t even attempted and being returned to the sender (*********). Multiple deliveries from **** never arrived or were lost. There’s various Reddit threads showing this happening nationwide AND has been going on for years. Ontrac/lasership never responds either to any inquiry where my package is.
Business response
09/28/2023
September 28, 2023
Dear *****,
We want to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving your
complaint, we launched an internal investigation, as we take your concern very seriously.
When any package is lost or otherwise not delivered, the facility conducts a thorough investigation. This includes, but is not limited to, reviewing all available
surveillance tapes, following up with the sorting team and in the case of a misdelivered package, following up with the driver(s) for that route. The facility has
concluded the investigation and unfortunately was unable to locate your package.
If you do not have your package, please reach out to your seller for further assistance.
Corporate Escalation Specialist
OnTrac Customer Service
Customer response
09/29/2023
[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: ********

I am rejecting this response because: every single order which is suppose to be delivered by ontrac is either delayed, returned or stolen. I’ve had MANY from **** which have gone through this and the ********* package wasn’t even attempted. I use the same address as info for usps and *** and ***** and do not have these issues. EVER. Your company is a complete pitiable fraud and I promise this is not the end. I’m assembling a group on Facebook and Reddit to start a class action lawsuit.

Regards,

*********************
Initial Complaint
09/24/2023
Complaint Type:
Service or Repair Issues
Status:
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.
**** package has been out for delivery for the past two days and I have not received my package and the company hasn't responded to my calls or texts this company is the worst
Business response
09/28/2023
September 28, 2023
Dear *****,
We want to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving your
complaint, we launched an internal investigation, as we take your concern very seriously.
Our tracking indicates your package was delivered, however due to facility delays, it was not delivered on the expected delivery date. Please reach out to your seller for assistance if your package was not received.
Thank you,
Corporate Escalation Specialist
Ontrac Customer Service
Initial Complaint
09/24/2023
Complaint Type:
Sales and Advertising Issues
Status:
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.
This ain’t the first time I’ve had issues with this delivery company. From packages coming in bad shape to later delivery or no updated deliveries. I literally dread ordering anything from any company that has this company as their delivery method. I updated my address with a rep on 9/23/23 because I got a notification that my address was not correct. The rep said my package would be delivered in a few days. It was out for delivery on 9/24/23 and it said my address was incorrect again so I check and they still had the same address on file that was incorrect so the rep never updated it….. which is frustrating I purchased the item from the ***** website.
Business response
09/28/2023
September 28, 2023
Dear **********,
We want to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving your
complaint, we launched an internal investigation, as we take your concern very seriously.
Our tracking indicates your package was delivered, however due to the address update, it was not delivered on the expected delivery date. Please reach out to
your seller for assistance if your package was not received.
Thank you,
Corporate Escalation Specialist
Ontrac Customer Service
Initial Complaint
09/23/2023
Complaint Type:
Sales and Advertising Issues
Status:
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.
Ontrac has had my order “out for delivery” for DAYS now. I can’t get in contact with anyone to find my order or track it down, when I need the dress I ordered for an important event tomorrow. It was supposed to arrive 4 days ago. I want to talk to someone but their customer service is nonexistent and they do not deliver what they promise on time.
Business response
09/28/2023
September 28, 2023
Dear ******,
We want to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving your
complaint, we launched an internal investigation, as we take your concern very seriously.
Our tracking indicates your package was delivered, however due to facility delays, it was not delivered on the expected delivery date. Please reach out to your seller
for assistance if your package was not received.
Thank you,

Corporate Escalation Specialist
Ontrac Customer Service
Customer response
09/29/2023
[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: ********

I am rejecting this response because:
I paid almost $10 for shipping just for the item not to arrive in time. Even if I return the item to the store, I still won't get back my full amount that I paid.

Regards,

*********************
Initial Complaint
09/23/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I had a package that was supposed to be delivered from a big retailer they do business with, it was close to $300 worth of merchandise. It got routed incorrectly and on 9/12/23 it was last in Johnson City, NY at one of their warehouses and it hasn’t been updated since. Customer service supposedly spent 2 days but couldn’t find anymore information on it. How does a package go missing at a warehouse FULL of cameras I’m sure? It’s either in the warehouse or maybe an employee stole it. It shouldn’t be the responsibility of the company that sold me the merchandise to reimburse me. Do your job thoroughly and reach out to Johnson City, NY’s warehouse and locate the package or the thief. This retailer seriously needs to drop you as a shipment company. You’re rated 1.4 and still have an A with the BBB? That’s sad.
Business response
09/28/2023
September 28, 2023
Dear ******,
We want to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving your
complaint, we launched an internal investigation, as we take your concern very seriously.
When any package is lost or otherwise not delivered, the facility conducts a thorough investigation. This includes, but is not limited to, reviewing all available
surveillance tapes, following up with the sorting team and in the case of a misdelivered package, following up with the driver(s) for that route. The facility has
concluded the investigation and unfortunately was unable to locate your package.
If you do not have your package, please reach out to your seller for further assistance.
Corporate Escalation Specialist
OnTrac Customer Service
Business response
09/29/2023
September 29, 2023
Dear *****,
We want to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving your
complaint, we launched an internal investigation, as we take your concern very seriously.
When any package is lost or otherwise not delivered, the facility conducts a thorough investigation. This includes, but is not limited to, reviewing all available
surveillance tapes, following up with the sorting team and in the case of a misdelivered package, following up with the driver(s) for that route. The facility has
concluded the investigation and unfortunately was unable to locate your package.
If you do not have your package, please reach out to your seller for further assistance.
Corporate Escalation Specialist
OnTrac Customer Service
Initial Complaint
09/22/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Sept 22nd my package was supposed to have been delivered to the lobby of my building. We have a HUB with the Lasership code so they can secure packages. Which they never do !There isn't ANY picture evidence that my package was ever left in the lobby. This happens WAY TO OFTEN AND NO ONE IS HELD ACCOUNTABLE!!!YOUR COMPANY MUST DO BETTER WITH TRACKING YOUR DRIVERS!!YOUR RELAXED BUSINESS PRACTICES are ALLOWING CUSTOMERS TO BE STOLEN FROM!!YOUR CUSTOMERS! The BUSINESSES that entrust our merchandise to YOUR DELIVERY DRIVERS !Its a double let down !Your drivers are carrying paid for merchandise. Do you background check them???They are thieves! And its always bath and body products!!
Business response
10/02/2023
October 2, 2023
Dear ******,
We want to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving your
complaint, we launched an internal investigation, as we take your concern very seriously.
When any package is lost or otherwise not delivered, the facility conducts a thorough investigation. This includes, but is not limited to, reviewing all available
surveillance tapes, following up with the sorting team and in the case of a misdelivered package, following up with the driver(s) for that route. The facility has
concluded the investigation and unfortunately was unable to locate your package.
The photo of the delivery is below. If you do not have your package, please reach out to your seller for further assistance.
Thank you,

Corporate Escalation Specialist
OnTrac Customer Service
Customer response
10/17/2023
[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 will have to do. The carrier does not secure the packages in the HUB located 5ft from where my package was left. At times they will leave it outside the building. Still a very poor service that I will avoid at all costs !

Regards,

*************************
Initial Complaint
09/22/2023
Complaint Type:
Delivery Issues
Status:
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.
I received a notification saying my package was delivered on Sept. 19, 2023 to a door person. There is no door person where I live. I filed a complaint to costumer service and was given an email saying I will be notified within 2 days about the status of my complaint. i did not receive an email at all. I then checked the status of the package again Sept. 22, 2023 and it changed the status of my package from delivered to undeliverable but the signature/ description still says 'Door Person'. I believe this company has stolen my package or scamming.
Business response
09/28/2023
September 28, 2023
Dear ******,
We want to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving your
complaint, we launched an internal investigation, as we take your concern very seriously.
When any package is lost or otherwise not delivered, the facility conducts a thorough investigation. This includes, but is not limited to, reviewing all available
surveillance tapes, following up with the sorting team and in the case of a misdelivered package, following up with the driver(s) for that route. The facility has
concluded the investigation and unfortunately was unable to locate your package.
If you do not have your package, please reach out to your seller for further assistance.
Corporate Escalation Specialist
OnTrac Customer Service

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