Additional Information for Lone Star Overnight, L.P.

BBB files indicate Lone Star Overnight has a pattern of complaints from consumers alleging the business has delivery and customer service issues. Consumers allege that the business is either late on the delivery of products or fails to deliver products. Several complainants stated they did not receive tracking information or received tracking information that was incorrect or misleading.

Consumers allege the business fails to provide promised assistance or support for products or services. Complaints state that the business gives dates that consumers can expect their products, but products do not arrive or are reported lost by the business. Consumers also state they must keep reaching out to the business to follow up on issues, and experience long hold times and/or disconnected calls when attempting to reach the business. 

BBB first began monitoring Lone Star Overnight’s pattern of complaints in late 2021. In December 2021, Lone Star Overnight responded to BBB's concerns by stating that Lone Star Overnight had taken the following steps to address the issues:  

• Increased material handling at the facilities so that they can process more packages
• Added a text function for the consignee, which allows them to handle eight transactions concurrently instead of 1 with a call.
• Switched Tracking Management System Vendors to ensure that when things are scanned, the consignee has the option to opt in to receive notifications about the whereabouts of the package.

• Added Loss Prevention Manager to investigate all POD claims

However, as of June 2023, BBB conducted a follow-up investigation and concluded that the pattern of complaints previously noted remains.  As a result, BBB submitted a written request to the company seeking additional information, including how they intend to address the pattern identified within consumer complaints and customer review data. As of August 2023 Lone Star Overnight has not responded.

BBB will update this profile with any additional information, including any business responses, when it is available. 

For more details regarding disputes received by BBB, please visit the complaints tab of this business's BBB Business Profile.