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OnTrac
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4.4 1586 Reviews

OnTrac Complaints Summary

0 Resolved
227 Unresolved
Our verdict: Engaging with OnTrac at a 0% resolution rate requires careful navigation. Deep-dive into detailed customer experiences to uncover systemic issues. Critically assess their service descriptions against actual user feedback. When interacting, document every detail, as comprehensive records are vital in such scenarios. Exploring alternatives and understanding your consumer rights are crucial steps. If necessary, be prepared to seek external advice or intervention. In challenging service landscapes, informed decision-making and proactive steps are essential for protecting your interests.
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OnTrac reviews & complaints 243

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M
12:20 pm EST

OnTrac Delivered package to the address doesn't existed

I bought item from Retailer and they are using Ontrac as their logistics. I put North instead of South on the street address. It was a mistake. but it's strange, the address was typo and the building doesn't exist. but Ontrac said they delivered the package to non existing Building.

I spoke to them and asked the detail where the package was delivered to as the address is wrong and building doesn't existed. their respond is

"Hello,

Thank you for your email. The investigation showed the driver scanned the package at the correct location. We apologize the package is still not located. Please contact your shipper as we are no longer in possession of your package.

If you have any further questions or concerns, please reply to this email.

OnTrac | Web Customer Service"

It's very irresponsible of company! how they can deliver package to non existing address or building. it's unbelievable

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J
9:23 pm EST

OnTrac delivery

These people are dummer than a rock. Their service is the worst ever, not only do they not delivery when promised, they lie to you on top of it. Too stupid to find me in a building with several units. Don't bother to even try to find me. Take the package back to warehouse and then call me to ask a unit number. Why didn't they do that when they were in my parking lot? Then they say they will delivery the next business day, unfortunately it's Friday and the next business day is Monday. When the package doesn't come on Monday I call and ask them where it is. Oh, it took them another 24 hours to print a new label and maybe tomorrow it will come. In the meantime I have a contractor sitting and waiting for the flooring to come to finish my floor and possibly take my toilet out of the tub to finish the job. I will never order another product from Home Depot as long as they use this company for delivery. And also Home Depot doesn't seem to care enough to answer their customer service number to address my problem. I am so disgusted. It's their loss.

Desired outcome: I'd like some to actually care enough to talk to you.

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M
11:35 pm EST

OnTrac Delivery service

This is the worst delivery service available. I just received my package, and it is after 8pm. That is not the bad part. They didn't even bring it to my door or even the walkway leading up to the door. They left the package on the sidewalk by the street! I have made several complaints about this company, and they do nothing to fix it. This isn't the first time this has happened. I usually find my packages in the driveway which seems to be the common theme with this company. I am honestly surprised more packages haven't been stolen, but what do they care, they already got paid.

Desired outcome: Leave packages at the door like all the other delivery services.

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V
7:58 pm EST

OnTrac Driver

I don't know even know how many times they have messed up my packages, one time they delivered and took a picture to proved that my package was delivered, I got home a few minutes later and it was gone! Then they left my package from Sephora at a business address after 5pm, and then! They did not deliver my package like they said they will and I called customer services, and they said they did attempt at 4:40 pm when my location closed at 5pm. They never came inside, I had to call and asked if they could talk to the driver to not leave my package like last time, so they said they will deliver the next day, okay so it said out of deliver and it was delivered at 3:38 pm. There was no package I called and they said they'll put out an investigation, I had it with on trac, it used to be great and now they are just [censored]. Customer services are not helpful too. They are rude.

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M
5:57 pm EST
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OnTrac Delivery service

This is the second time I have had a shipment just not show when it was said to be delivered. The first time it said it was delivered but wasn't there. Had a replacement ordered thinking maybe someone stole it and literally to the day a month later they delivered the initial package. 🤦🏻‍♀️ And now, why on Earth a company would use them is beyond me but I've been waiting on my order from Thrive Market and everyday it says to be delivered by the end of today. Haha okay, and it's literally here in the city I live in but still no delivery. Who the hell runs this company? Some high schoolers?

Desired outcome: Better freaking service!!!!

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G
4:40 am EST

OnTrac Horrible deliver service delivered to 16617 instead of 16619

I order from walmart some canned peaches and grape jelly about 2 weeks ago, Today 1/15/2022 They delivered it the wrong house which was my neighbor's house they didn't pull all the way down the driveway like ups does, if they would have pulled in, they would have seen my place a big blue shop with a wood fence around it with 16619 on a sign on fence in big numbers but OnTrac only pulled in half way to the first house which is 16617 and put my package on neighbors front steps, there is no way of getting a hold of them on a Saturday, they only take calls M-F 7AM-5PM which horrible in a time like this with the covid going on they should at least have people at home answering phones and helping people out with problems, I feel bad cause I should of researched this shipping company and then I would of seen all the bad reviews which makes a person sick!
They can try to back pedal, but I have camaras so does the neighbor who got my package!

Desired outcome: Maybe a call and explaned to me why they delievered to wrong house

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F
7:40 pm EST

OnTrac Delivery

I have ontrac delivery driver on ring video maskless (which could make my family sick/also a city mandate) & in an unmarked van and unmarked street clothes on, and pants grossly hanging off. Would you let your kids answer the door? So my wife did not answer the door as I was not home. After 2 hours on the phone with ontrac, they said "we will bring it friday." I stayed home from work friday, after dealing with their joke of customer service, and the items again did not show up. Today, they again have my items but refuse to deliver them today even though they are out making deliveries today. Then it hit me: ontrac holds onto your stuff if you make a complaint.

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Ghost8458
,
Jan 18, 2022 7:12 pm EST

Ya I wouldn't have answered the door either, looks like a grossly creepy person looking to steal something! I wished I would have seen all these bad reviews before making online order, they delivered my package to my neighbor's house instead because they didn't pull all the way in the driveway to the second house!

ComplaintsBoard
K
12:04 pm EST

OnTrac apple watch series 7

I order an apple watch from best buy that got shipped out one December 27, 2021 and I have yet to receive my package it's been too long for me waiting on this every time I track it, it comes up to delayed next day deliver for about a week I never got my package until this day they need to be shut down I also was just riding in Las Vegas n actually seem an OnTrac van driving reckless driving over dividers just reckless I really feel like the company has stolen my package they telling best buy it was delivered on January 12, 2022 and they lied I never got nothing from them they stealing people stuff they paid their hard earn money for this is crazy they lying because they never delivered my package

Desired outcome: they need to be shut down for bad service

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G
12:02 am EST

OnTrac Delivery

OnTrac was scheduled to deliver a package on January 6, 2022. I was tracking the delivery throughout the day and in the early afternoon on January 6, 2022, the tracking information on OnTrac's website indicated the package was delivered and left at my front door at 11:40 am. When I got home shortly afternoon, there was no package at my front door, nor any other location around my property, or and either neighbor's house. At 4:30 that same after noon I called Customer Service and found out that the delivery driver had scanned the package as delivered when he/she was in a completely different neighborhood. A claim was opened so that an investigation could be done. The following day the receiver of my package called OnTrac to let them know they had received a package that did not belong to them. The driver was supposed to pick up the mis-delivered package and deliver it to me but that never happened. I was told that Customer Service paged the driver on multiple occasions but the driver never returned the calls. Because I never received my package I was forced to cancel my order and ask for a refund from the vendor. This behavior by the delivery driver is unacceptable and given what transpired I am very suspicious that my package may have been stolen and sold off to someone else. OnTrac is the worst shipper, totally unaccountable and I doubt that management ever followed up with the delivery driver. I would advise that people do everything in their power to avoid using OnTrac for shipping merchandise.

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N
2:18 pm EST
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OnTrac 6 days delay

My package has arrived at the destination facility 6 days ago and it keep telling me event made them delay to deliver horrible company even my international package arrived faster than that

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O
1:28 pm EST

OnTrac Delivery damage

Ontrak delivered a package to my house on Dec 11th at noon. The driver backed his large truck into my driveway then turned hard right to cut back onto the street and the back of the truck hit my block wall and mailbox knocking them over. He stopped dropped off the package and left. I wouldnt have known but have video cameras on the front of my house that captured the entire thing. I have contacted them 3 times over the past 2 weeks and cannot get anyone one to call me back. They claim have escalated it but know response.

Desired outcome: I want this repaired.

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Update by Out2fly
Dec 28, 2021 1:31 pm EST

picture of damage.

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P
8:44 pm EST
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OnTrac Shipment was not DELIVERED

my son has been waiting for his gift and showed it's schedule for delivery today. So when it says delivered he checked and there was nothing on his front door. He tried calling and told the Rep that he never received anything and requested to show proof that it's delivered., you know like what every courier is doing; take pictures or get the signatures. The Rep simply told him that there is no record or evidence of mis-delivery or non delivery.

This company is a fraud, a thief and should be held accountable for all the items that they stole from hard working people like us, this is unacceptable!

Desired outcome: Investigation and a class action lawsuit

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M
12:55 pm EST
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OnTrac Poor Delivery

Package in town 2 1/2 weeks and delayed everyday.

Nonexistent customer service.

Emails and calls get the same runaround. Claim is back up on every package and delivered in the order received. I seriously doubt every package stays in destination warehouse over two weeks.

Worst delivery service ever experienced.

Surprised major retailers still use these guys!

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Z
12:38 pm EST

OnTrac Delivery

My order from home depot, a drill bit set was never delivered. Apparently there was a problem. Can't find out what the problem was, but my order was sent back. I was home the day it was suppose to be delivered by you, but NO ONE showed up at all. No truck, no nothing. I'm really pissed. You service sucks. I will never order from home depot again as long as your the delivery service and I'm going to tell them the same thing.

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Lawrenc M R
Las Vegas, US
Jan 09, 2022 1:49 pm EST
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My delivery was left at the front door in FULL VIEW from the street. Any delivery driver knows about porch pirates and "Behind the porch post", about 2 feet away from my front door would have been OUT OF SIGHT and a professional driver would have done this. Sadly Ontrac has bodies making deliveries NOT pros.

ComplaintsBoard
I
11:10 am EST

OnTrac Fraud/Theft

I made a claim over stolen packages weeks ago through ontrac customer service and haven't heard anything back. This is a fraudulent company that steals packages. Every package I have had go through ontrac has "mysteriously" gone missing, EVERY SINGLE ONE. I have never had any problems with any packages or deliveries from any other company. The last package I had delivered through ontrac said it was delivered in the package room locker at 9:32 AM, however, THIS IS IMPOSSIBLE as the package room is locked to EVERYBODY including shipping companies until 10:00 AM. Looking at reviews for this company online it is OBVIOUS that this is a common occurrence that the company steals packages and should be shutdown immediately.

Desired outcome: ontrac is a fraudulent company and should be shutdown.

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M
11:29 am EST

OnTrac Package product not delivered!

Every time ontrac delays the hell out of my deliveries causing refunds and loss of time and expenses! This time on shipment no C12136902141874. Walmart needs to use someone else! Get me my package! You want more? I'm pretty sure every other complaint on Ontrac includes deliveries eternally delayed! Already looked...

My package is not delivered! Everypne else who filed a claim against Ontrac has had the same issue!

Desired outcome: Get me my package!!!! Package deliveted is what I would claim as resolved!!

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Update by Mischevael Maus
Dec 17, 2021 9:31 am EST

Shipped by Ontrac, ha! How can a package be delayed for days in the same city as the recipient, ME!? It's been "out for delivery" and "arriving today" for days! What else is there to complain about?!

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G
7:11 pm EST

OnTrac Package not being Delivered

My package got into town on Dec. 2nd and has not been delivered to me. I have called numerous times and they keep telling me they are going to reach out to facility to get an update and will let me know. It is now Dec. 13th and no update yet again. The only helpful person I have spoken to was this morning...and unfortunately her advice still did not suffice my issue because I still have no package. At this point I am ready to give up. I want my package ASAP. I NEED an update!

Desired outcome: GETTING MY PACKAGE or REFUND

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Ian Rentfrow
, US
Dec 15, 2021 11:12 am EST

You will never get a refund from ontrac, they are a fraudulent company that steals peoples packages. Your should try the company the package is from for the best chance at a refund. Not sure how ontrac is still existent.

ComplaintsBoard
A
10:11 am EST
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OnTrac Driver Pulled a Gun on Me

THEIR DRIVER PULLED A GUN ON ME. The package I received was leaking and I wanted to inspect it, but before I could the driver took it upon himself to call all the shots. He marked the package as damaged and took the package back with him without my consent. By the end of the argument the driver took his GUN out from his pocket and threatened to SHOOT me. I called the cops and called their customer service to tell them what just happened. I had more packages coming my way (this was 1 order with multiple packages scheduled for different delivery days). This same driver scanned my packages, recognized my address, and just left them in the warehouse for over a week, and his supervisor blindly marked my packages as "delivered." I called customer service again to tell them that I did not receive my packages and they were miraculously delivered by the supervisor the same day. I told the supervisor that his driver threatened my life and all what the supervisor could say was his driver told him a different story. This supervisor was nonchalant about the whole situation because they would rather have a trigger-happy driver on their hands then be short a driver. The sickest part about all of this is I had another package delivered by this driver only days later even after all the complaints and phone calls I made. This company sent a driver back who threatened to shoot me. Customer service claimed that there was an open investigation into this driver, but when the supervisor came to deliver the packages he never asked to see the camera footage- there is ZERO accountability.

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A
4:58 pm EST

OnTrac Lost 4/4 packages

Literally the worst company I have ever dealt with. I have had 4 packages shipped through them this holiday season and all 4 have gone missing. I have one that sat in their warehouse for 10 days and they didn't consider it missing until I finally got through on their support line. Not only did the customer service person HANG UP on me but didn't even apologize for it missing. Then they get an additional 8 business days to "find" the package (which they wont) before I can get refunded from the vendor. So there goes my Christmas present that I ordered in November... Thanks for nothing. You pay for shipping and handling but get neither with this company.

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Ian Rentfrow
, US
Dec 15, 2021 11:13 am EST

Same experience over here. Not sure how this company is still "functioning".

ComplaintsBoard
J
1:16 pm EST

OnTrac Roadside delivery at rural mailbox

Again, On-Trac are completely off track! We are in a rural area and the OT drivers repeatedly delivers (Throws?) the box totally exposed roadside at our locked rural mailbox. Have reported driver in past to local depot manager who says they will rectify, but it never happens... guess in future we will make sure that vendors do not use On Trac, otherwise we will cancel order.

On-Trac have such a bad rep already, they just don't care!...

Desired outcome: Driver delivers to front door as expected

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OnTrac Customer Reviews Overview

OnTrac is a logistics company that specializes in regional package delivery services within the Western United States. They offer a range of shipping options including overnight delivery, as well as two-day and ground services. OnTrac aims to provide a cost-effective alternative for businesses and individuals looking to ship parcels quickly within its service area. Their network is designed to facilitate timely deliveries, with a focus on customer satisfaction through tracking and support features.

OnTrac In-depth Review

Overview: OnTrac is a shipping company that provides fast and reliable delivery services. With years of operation, they have established a wide geographical coverage.

Service Quality: OnTrac excels in delivery speed and reliability, ensuring that packages reach their destinations on time. Their tracking information is accurate and up-to-date, giving customers peace of mind. They handle fragile or sensitive items with care, minimizing the risk of damage. Customer satisfaction ratings are consistently high.

Pricing and Value: OnTrac offers competitive pricing compared to other shipping companies. Their pricing structure is transparent, with no hidden fees or surcharges. Customers find that OnTrac provides excellent value for money in terms of service quality.

Coverage and Reach: OnTrac covers a wide range of areas and regions, ensuring that packages can be delivered to various locations. They also have international shipping capabilities, making it convenient for businesses with global operations. Expedited and same-day delivery options are available for urgent shipments.

Customer Support: OnTrac's customer support is readily available and responsive. Customers find it easy to contact them for assistance. They provide helpful support with tracking, claims, and inquiries. Customer support representatives are professional and knowledgeable.

Technology and Tracking: OnTrac's website and online platform are user-friendly, allowing customers to easily navigate and access the information they need. Tracking information is accurate and updated in real-time. They offer integration with e-commerce platforms and business systems. Their mobile app provides convenient functionality and features.

Environmental Responsibility: OnTrac is committed to sustainability and eco-friendly practices. They actively work to reduce carbon emissions and minimize their environmental impact. They use alternative fuels and energy-efficient vehicles. OnTrac also partners with environmental organizations and initiatives.

Industry Reputation: OnTrac has a strong standing within the shipping and logistics industry. They have received awards and recognition for their exceptional services. They have established partnerships with reputable companies and organizations. OnTrac holds industry-specific certifications and accreditations.

Security and Insurance: OnTrac takes measures to ensure the safety and security of packages during transit. They offer insurance options for high-value or fragile items, providing additional protection. Their claims process is efficient, resolving issues promptly. Customers can trust OnTrac to protect against loss, theft, or damage.

User Reviews and Testimonials: User reviews and ratings from various sources highlight OnTrac's positive reputation. Satisfied customers praise their reliable services and excellent customer support. Some common complaints or issues raised by users include occasional delays. Overall, users have a positive sentiment and consensus about OnTrac.

Conclusion: OnTrac is a reliable and trustworthy shipping company that excels in delivery speed, service quality, and customer support. They offer competitive pricing, wide coverage, and environmentally responsible practices. OnTrac is recommended for businesses and individuals with various shipping needs. It is a reliable choice for those seeking fast and reliable delivery services.

How to file a complaint about OnTrac?

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- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. You can find this button at the top right corner of the website.

3. Writing the title:
- Summarize the main issue you have with OnTrac in the 'Complaint Title' section.

4. Detailing the experience:
- Provide detailed information about your experience with OnTrac. Include key areas such as transactions, nature of the issue, steps taken to resolve it, personal impact, etc.

5. Attaching supporting documents:
- Attach any relevant supporting documents to strengthen your complaint. Avoid including sensitive personal data.

6. Filing optional fields:
- Use the 'Claimed Loss' field to state any financial losses and the 'Desired Outcome' field to specify the resolution you are seeking.

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Phone numbers

+1 (800) 334-5000 +1 (877) 227-5139 More phone numbers

Website

www.ontrac.com

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