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

3,429 total complaints in the last 3 years.
1,053 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:12/14/2023
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 was expecting a delivery. It was noted it was out for delivery. I received a text message stating the driver was unable to deliver due to the resident not being available to provide a signature. This is UNTRUE. I work from home and my office sits facing the front of the home. No delivery attempt was ever made. I contacted customer service three times, only to be told they apologize, and it was my fault for not providing better instructions to locate my house. I should not have to provide directions to my house to a delivery company! When I asked if I could speak to a supervisor, I was told no, but someone would email me in 24 hours. This is unacceptable customer service, and it is unacceptable to flat out LIE about trying to make a delivery that was never made. I said I wanted my package delivered today and was told it would be a "redelivery". No, it is not because a first attempt to deliver was never made.
Business Response
Date: 01/04/2024
January 4, 2024

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 our driver not being able to locate your home on the first attempt, it was not delivered on the
expected day. Please reach out to your seller if your package was not delivered.
Thank you,

Corporate Escalation Specialist
OnTrac Customer Service
Initial Complaint
Date:12/11/2023
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.
Lasership/OnTrac has been holding my package hostage for 4 days past the day it was supposed to be delivered. The package was supposed to be delivered prior to my leaving town. I have reached out to their customer service, via text because there is no way to speak to a live person, and they only apologize for the inconvenience. I have offered to pick up the package myself and they refused. I have made it very clear I will be leaving town and I need a solution prior too or they will need to reimburse me for my purchase. They have refused to take my information for someone to contact me or offer me any solutions. The company is 20min from my house this is ridiculous. Every time a merchant has shipped through this company there has been some sort of issue with delivery.
Business Response
Date: 01/02/2024
January 2, 2024
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.
Please reach out to your seller for further assistance.
Thank you,

Corporate Escalation Specialist
OnTrac.com
Customer Answer
Date: 01/03/2024
Of course the facility was unable to locate my package. The issue is who took it. If you completed an investigation then the answers to that question should be able to be answered. Saying you're unable to locate my package when that is the actual complaint is not a response as that fact was never in question. I made calls, texts, and inquiries for a week straight and was continously dismissed and gaslit that it would arrive the next day and then the next. Meanwhile my package went missing the day it arrive at your facility. I am owed a refund for your negligence and mishandling of my property. The merchant is not to blame for the mishap you are and you have still not provided me with any answers as to what happened even though you claim you completed an investigation. What were the results of these camera searches??? Where is my property??? Based on the thousands of complaints identical to mine legal action needs to be taken.
Complaint: ********

I am rejecting this response because:

Regards,

***************************
Business Response
Date: 01/08/2024
January 8, 2024
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.
As OnTrac has not had direct financial interaction with you as a consumer, in the event of lost/missing items we must follow our agreed upon claims process with
our seller (**** *** **** ***** in this case). We have notified them of the incident and updated our tracking to reflect it, please reach out once more to the
seller at this time for assistance.
Thank you,

Corporate Escalation Specialist
OnTrac.com
Initial Complaint
Date:12/10/2023
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.
Package was never delivered to me even though it says that it was delivered.
Business Response
Date: 01/02/2024
January 2, 2024
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.
Please reach out to your seller for further assistance.
Thank you,

Corporate Escalation Specialist
OnTrac.com
Initial Complaint
Date:12/08/2023
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 ordered some power tools from ********** that's worth several $100s, it was shipped via OnTrac. OnTrac claims it was delivered but only one of the two package was delivered. *********************************************************************** *********************************************************************** Based on my security videos, it looks like their employee scanned the boxes within the van and only delivered one of the two packages. The other one I suspect was stolen. I have three different videos that makes clear only one package was delivered however they are not willing to update the case to make clear the package was not delivered. *********************************** **************************** **************************** These folks employs the most shady people, do not do business with them if you can. BBB gives them an "A" because they're paying member but given number of complaints, its a good indicator of how bad they are.They are not willing to confirm it went missing so ********** thinks its been delivered and not willing to issue a refund.
Business Response
Date: 12/21/2023
December 21, 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. We have
concluded the investigation and we unable to locate your package. Please reach out to your seller for further assistance.
Thank you,
Corporate Escalation Specialist
OnTrac.com
Customer Answer
Date: 12/22/2023
[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 have already contacted the seller and they indicated that you folks claimed both packages were delivered. You folks are not willing to update the shipping status for the package that was not delivered, so ********** assumes it was properly delivered.
The videos from several of my security video camera clearly shows only one package was delivered even though two was somehow scanned. The timestamps on the video camera is time-sync via NTP, so based on that the two boxes were scanned in the van. The delivery person likely scanned both and kept/stole one of them since the boxes were not covered and it would have been apparent that they were several $100s ****** tool set.
> We have concluded the investigation and we unable to locate your package.
No one seems to want to take responsibility and I'm left holding the bag. If this was the conclusion, why does the status indicate it was delivered when I've shown in the video only one package was delivered? Sounds like OnTrac employees are a bunch of thieves based on the video I've supplied.
Regards,

*************
Business Response
Date: 01/05/2024
January 5, 2024
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 standard operating procedure when any package is lost, misdelivered, or otherwise not received including returned packages, is to conduct a thorough
investigation. This includes but is not limited to, reviewing all sorting loading and delivery procedures, along with driver interviews. The facility has concluded this
investigation and unfortunately were unable to locate your other package. Please reach out to your seller for further assistance. Regrettably, we are unable to
further assist in this matter.
Thank you,

Corporate Escalation Specialist
OnTrac Customer Service
Customer Answer
Date: 01/08/2024
[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:
OnTrac keeps going in circles, they claim

"The facility has concluded this investigation and unfortunately were unable to locate your other package. Please reach out to your seller for further assistance."
it that's the case, why will they not update the status from "Delivered" to "Missing" or some other status? The seller will not help since you folks claim its delivered. I've provided video evidence that only one of two packages were shipped.
***************************************
****************************
****************************
OnTrac is not taking responsibility nor are they willing to make any improvements given how poor their reviews are and endless complaints they've received in BBB.
Regards,

*************
Business Response
Date: 01/11/2024
January 11, 2024
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 standard operating procedure when any package is lost, misdelivered, or otherwise not received including returned packages, is to conduct a thorough
investigation. This includes but is not limited to, reviewing all sorting loading and delivery procedures, along with driver interviews. You were notified via email on
12.08.2023 that the tracking for your package shows delivered and if you do not have your package to contact your seller. Unfortunately, we are unable to further
assist with this matter.
Thank you,

Corporate Escalation Specialist
OnTrac Customer Service
Customer Answer
Date: 01/12/2024
[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:

As I’ve previously provided video evidence that the package was not delivered, I’m going to keep rejecting this response until you folks update the status of the package showing that it wasn’t delivered. I have already contact the seller and they believe that it was delivered when you folks are lying that it was delivered when it’s not.
Regards,

*************
Business Response
Date: 01/23/2024
January 23, 2024
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, taking your concern very seriously.
Our standard operating procedure when any package is lost, misdelivered, or otherwise not received including returned packages, is to conduct a thorough
investigation. This includes but is not limited to, reviewing all sorting loading, and delivery procedures, along with driver interviews. You were notified via email on
12.8.2023 that the tracking for your package shows delivered and if you do not have your package contact your seller. It appears that the driver was not able to
recover the package and deliver it correctly. We are no longer in possession of the package, therefore you should contact your seller for assistance.
Thank you,

Corporate Escalation Specialist
OnTrac Customer Service
Customer Answer
Date: 01/24/2024
[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:
"The facility has concluded this investigation and unfortunately were unable to locate your other package. Please reach out to your seller for further assistance."

it that's the case, why will they not update the status from "Delivered" to "Missing" or some other status? The seller will not help since you folks claim its delivered. I've provided video evidence that only one of two packages were shipped.

***************************************
****************************
****************************

The only acceptable response I'm accepting this resonse is that you folks update the status of that package to reflect the reality that it was *not* delivered.
Regards,

*************
Initial Complaint
Date:12/05/2023
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.
This company was supposed to deliver my package to a commercial address on Monday December 4th. They claim they attempted to deliver at 7:24 p.m. on Sunday December 3rd. It states the business was closed. Then at 7:55 p.m. they claim the package was delivered at 7:55 p.m. on Sunday December 3rd and signed by someone named *********************** (mailroom). My job has no mail room and the security footage doesn't show anyone attempting to deliver a package between 7:00 p.m. and 8:00 p.m.. The company has made it difficult to get a live person on the phone and is not contacting me with a solution. The items purchased were Christmas presents and I need my package located and redelivered to the correct address. The tracking number is ***************
Business Response
Date: 12/20/2023
December 20, 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. Your package
was unfortunately delivered to an incorrect location. Our attempt to retrieve your package was unsuccessful. Please reach out to your seller for further assistance.
Thank you,

Corporate Escalation Specialist
Customer Answer
Date: 12/22/2023
[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 lack of customer service and delivery to the address on my package resulted in my family missing out on their Christmas gifts. There's a lack of empathy and accountability on your part. You never attempted to resolve my issue nor have the driver held accountable for not doing the job they contractually agreed to do.

Regards,

***************************
Initial Complaint
Date:12/04/2023
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.
It has been about five times already that ***** uses ontrac as the courier to deliver my packages they are marked as delivered, left in front of door but my packages never make it to me. Ontrac never takes the responsibility. After a claim is put in their solution is to tell you after further inspection in appears that the package has been delivered if you haven't received the package reach out to company of the purchase. This has happened to me fives times in a row now. The only explanation is that packages are being stolen by the drivers or the company.
Business Response
Date: 12/20/2023
December 20, 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.
Your package was delivered to the address on file with photo proof of the delivery. If you do not have your package, please reach out to your seller for
further assistance.
Thank you,
Corporate Escalation Specialist
OnTrac.com
Initial Complaint
Date:12/04/2023
Type:Customer Service 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 over a month ago for several Christmas presents. I was supposed to receive my packages weeks ago from Ontrac delivery service. When I looked into where my packages were, the only information from the Ontrac status was a very vague undeliverable with no further explanation. When I inquired further with customer service about this very vague status (through the chat and also twice with email) I was informed my packages were lost and to contact the seller with no further explanation. When I complained about the lack of accountability for this company they only repeated contact the seller. However the seller didnt lose my packages, Ontrac did. I have contacted the seller and they have informed me that if my product does not come in today they will give me a full refund. My biggest issue is that there seems to be zero accountability here for Ontrac. Where did my stuff go? Who lost it? How did it get lost? They are not being transparent or helpful in any way and this all seems very sketchy.
Business Response
Date: 12/20/2023
December 20, 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.
Please reach out to your seller for further assistance.
Thank you,

Corporate Escalation Specialist
Initial Complaint
Date:12/01/2023
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.
Ontrac has claimed to deliver my package but it has been missing 11/18 and neither ******* **** or ontrac will help. Ontrac claims to not be able to find my package but shouldn’t they have the confirmation/proof from the person who delivered it? I have a 24hr security that receives packages and they never got the package on the day it was “delivered”. I even waited the three days like they suggest. I really hope that either my package is found or I am compensated for the lost goods. ******* **** won’t help since ontrac claims it was delivered. Both Ontrac and ******* **** have let me down. Thank you
Business Response
Date: 12/19/2023
December 19, 2023
Dear *******,
We would like 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.
Unfortunately, your package was lost by Lasership. Please reach out to your seller for further assistance.
Thank you,
Executive Escalations Specialist
OnTrac Customer Service
Initial Complaint
Date:11/18/2023
Type:Order 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, formally lasership, has 3 of my packages and won't deliver them. They are using lasership tracking numbers and holding packages in ***********. I can provide order and tracking information. Please just deliver my packages.
Customer Answer
Date: 11/30/2023
***************, ***************,
***************
Above are the three tracking numbers, some of them are showing as delivered but **** camera footage shows no such delivery.
Business Response
Date: 12/06/2023
December 6, 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 packages *************** and *************** were delivered, however due to facility delays were not delivered on the expected
delivery date. *************** was placed on hold and returned to your seller.
Please reach out to your seller for assistance
Thank you,
Corporate Escalation Specialist
Ontrac Customer Service
Customer Answer
Date: 12/07/2023
[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:
Ontrac reached out to provide pictures via email of the supposed delivery confirmation. I replied with the attached photos. They are very clearly using ***** package deliveries as photos for their own deliveries. To date I have not received a package from ontrac/lasership. People in the same complex also have not received packages and have video footage of the drivers NOT DELIVERING PACKAGES BUT SEARCHING THE PROPERTY BY FLASHLIGHT. Several other packages have been missing after ontrac/lasership "delivers". Please take appropriate action and deliver my items.

Regards,

*********************
Business Response
Date: 12/12/2023
December 12, 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 standard operating procedure when any package is lost, misdelivered, or otherwise not received including returned packages, is to conduct a thorough
investigation. This includes but is not limited to, reviewing all sorting loading and delivery procedures, along with driver interviews. The facility has concluded this
process and your package was not located. Unfortunately, we are unable to further assist. The next step in the process would be to contact your seller for
assistance.
Thank you,

Corporate Escalation Specialist
OnTrac Customer Service
Customer Answer
Date: 12/12/2023
[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: the investigation the business has "completed" was poor and substandard. Marking several packages as "held for pickup" and then not providing an address is poor customer service. Then marking those same packages as delivered while using ***** pictures is fraudulent business practice. The sellers have been contacted and I cannot receive a refund as you have marked the packages as delivered with pictures from other carriers.
Please provide an address for the fulfillment center and where packages are "held for pickup". I plan on filing a police report and need the correct address for a criminal complaint.
Regards,

*********************
Business Response
Date: 12/12/2023
Team,
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
******************************
************
Business Response
Date: 12/13/2023
December 19, 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 standard operating procedure when any package is lost, misdelivered, or otherwise not received including returned packages, is to conduct a thorough
investigation. The only photo we have is for package ***************:
Our drivers do not take pictures of other couriers’ packages unless they are at the location at the time of delivery.
The location for your area where packages are processed for delivery or approved pick up is:
** ******* ***
Ste *
Franklin MA *****
Thank you,
Corporate Escalation Specialist
OnTrac Customer Service
Business Response
Date: 12/19/2023
Team,
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: 12/19/2023
[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, while not satisfactory is complete to me. I plan to file a local police report as these items have not been delivered and ontrac is using pictures of other deliveries as "proof". Other members of the community are also experiencing the same losses.

Regards,

*********************
Initial Complaint
Date:11/16/2023
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.
Driver threw box in the air and kicked the bo several times as if to be playing soccer. This occurred on 11/11/23 pkg delivered to **** ********* at 10?40 a.m. Driver and inappropriate handling has been captured on my **** Video. Driver doesn't seem to be very smart as most households have camera devices installed. There were several items in the box, one was an expensive bottle of men's cologne and a gift weekend bag. The bottle of cologne was damaged and the cologne spilled in the box and on the other item. I have been in communication with ****** CONSUMER on three different occasions and attempted to call and contact OnTrac. They have an automated answering machine and one is not able to speak with anyone. I had to discard the box with the cologne as the smell over shadowed my house. I have the footage of the driver but I am unable to attach it.
Customer Answer
Date: 12/28/2023
Order and send me the men's *******, ****** ******* which was broken due to driver package abuse that appears on my **** Camera.
Business Response
Date: 01/02/2024
January 2, 2024
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.
Thank you for making us aware of this incident, and I apologize for any frustration this has caused. The facility has been notified management at the delivery facility,
and they have addressed our delivery procedures directly with the driver on your route. Please reach out to us with any questions or concerns.
Thank you,

Executive Escalations Specialist
OnTrac Customer Service
Customer Answer
Date: 01/03/2024
[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:
ON TRAC should reimburse me for the broken bottle of ****** men's perfume as a result of the drivers abuse of my package
I purchased this item from ***** ******. I encourage them to visit their website: ****** "wanted Eau de Parfums 3.3 Oz is $110.00 plus 10.25% tax in California.

Regards,

**********************************
Business Response
Date: 01/08/2024
January 8, 2024
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.
Please provide footage of the incident in question so OnTrac may take proper action internally. We encourage you to reach out to **** ****** as well to
facilitate assistance. As OnTrac has had no direct financial interaction with you as a consumer, we are unable to process any form of monetary restitution at this
time. Refunds, reshipments, etc are all processed entirely by the Seller (**** ****** in this case).
Thank you,

Corporate Escalation Specialist
Customer Answer
Date: 01/10/2024
[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:
From: ********************************** <***********************************>
Date: Wed, Jan 10, **** at 11:46 AM
Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
To: Better Business Bureau <[email protected]>

I will not provide my footage on thr OnTrac driver has the response states that OnTrac is not going to reimburse me. So, the is no point in providing anything. They suggest I reach out to **** ******! Why they didn't damage anything.

I would like to keep my complaint against OnTac posted as I will never request it be deleted.

Thank you.

**********************************

Regards,

**********************************

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