OnDeck: most-reported complaints
Automated analysis of 461 public Trustpilot reviews published 2025-10-27 to 2026-09-17. TrustScore 4.7 from 6,093 total reviews — see the Trustpilot page. Quick answer: is OnDeck legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues related to overcharging, which accounts for 40% of the 87 complaints identified. Misleading pricing is the second most common concern, cited in 26% of complaints, followed by unhelpful support at 23%. Billing errors were also reported, making up 14% of the complaints. The data shows a flat trend for these issues over the analyzed period.
How to reach OnDeck
These are the contact details OnDeck publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone (888) 269-4246, email [email protected], address 1400 Broadway, New York, 10018, US.
The company claimed its Trustpilot profile on 2014-05-09, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-16. Trustpilot ranks it 101 of 245 in Non-Bank Financial Service. We last checked this profile on 2026-09-24 and found 3 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Elsewhere: 4.7★ on Google (0 reviews)
TrustScore over time
4.7 → 4.7 across 12 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-20 (92%, 1.9d) · 2026-08-24 (92%, 1.9d) · 2026-08-27 (92%, 1.9d) · 2026-08-30 (92%, 1.9d) · 2026-09-02 (92%, 1.6d) · 2026-09-08 (88%, 1.5d) · 2026-09-11 (94%, 1.5d) · 2026-09-14 (93%, 1.5d) · 2026-09-17 (94%, 1.5d) · 2026-09-20 (94%, 1.5d) · 2026-09-24 (94%, 1.5d).
Severity: 39% of this company’s 87 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 2.8 days between the experience and publishing their negative review (225 reviews record both dates).
What their policy promises
guarantee: no cost, no impact
“No cost. No impact to your credit.”
guarantee: keep information secure
“Count on us to keep your information secure.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-16.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 231 negative reviews that received a public reply, the median wait was 1.4 days — the company profile reports an average of 2 days.
Reply quality: of 231 company replies to negative reviews analysed, 10% engaged with the specific problem and 74% were generic templates.
Review provenance: 296 company-invited reviews in the recent window average 4.70★, while 117 organic (uninvited) reviews average 4.48★.
70% of its 359 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: overcharging makes up 40% of this company’s complaints vs a 12% median across 105 ranked companies in its sector.
Review velocity: 1,122 of this company’s 6,093 Trustpilot reviews (18%) were written in the last 12 months.
What are the most common complaints about OnDeck?
Overcharging
35 reports · 40% of complaintssteady“Extremely high APRa”
The company replied on 2026-05-27: “Hi JK, Thank you for reaching out. We understand how frustrating an influx of unsolicited outreach can be, and want to clarify that we do not sell customer information. In some cases, receiving a…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“I was promised no origination cost for business loan as a returning customer. But they still charged origination fee per paperwork.”
The company replied on 2026-03-16: “Ram, we’re sorry to hear about your experience and we truly appreciate you sharing your valuable feedback.. Our dedicated OnDeck Customer Service team has tried to get in touch with you to better…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“they raised my interest an additional 4%”
The company replied on 2026-02-17: “Hi Chef, Thank you for providing this valuable feedback. There are multiple variables that go into why we price the way we do. If you have additional questions, please contact our dedicated OnDeck…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Misleading pricing
23 reports · 26% of complaintssteady“They will loan you , but you will pay 65% interest.”
The company replied on 2026-07-24: “Hi Edward, thank you for providing feedback. There are multiple variables that go into why we price the way we do, and we do our best to ensure our terms are clearly laid out on each contract. If you…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“But rates are predatory! Your local loan shark would be cheaper.”
The company replied on 2026-07-02: “Hi Mark, Thank you for providing this valuable feedback. There are multiple variables that go into why we price the way we do. If you have additional questions, please contact our dedicated OnDeck…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Ondeck is a great company to borrow money from if you are prepared to pay anywhere from 39% to over 50% APR.”
The company replied on 2026-06-26: “Hi Mike, Thank you for providing this valuable feedback. There are multiple variables that go into why we price the way we do. If you have additional questions, please contact our dedicated OnDeck…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Support unhelpful
20 reports · 23% of complaintssteady“collections is calling me looking for payment (that I do not owe)”
The company replied on 2026-09-02: “Hi Patrick, We’re sorry to hear about your experience, and want to thank you for providing this valuable feedback. Our dedicated OnDeck Customer Service team will get in touch with you to better…”
Our classifier read this reply as a template response.
“considering the loan as delinquent and telling credit rating agencies this”
“OnDeck basically has now put a hold on our line of credit”
The company replied on 2026-05-22: “HI Jason - Thank you for sharing your feedback and for being a long-time OnDeck customer. While we can’t share account specifics publicly, decisions regarding account access are based on a review of…”
Our classifier read this reply as a deflection.
Billing errors
12 reports · 14% of complaintssteady“After making the final payment, you’ve charged me another weekly charge.”
The company replied on 2026-01-27: “Hi Ken, we're sorry for any confusion regarding your final payment. To protect your privacy, all specific customer account questions must be handled by a customer support representative. We will…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“OnDeck proceeded to execute an unauthorized automatic debit from our bank account after the payoff date.”
The company replied on 2026-09-15: “Hi Givona, We’re sorry to hear about your experience, and want to thank you for providing this valuable feedback. Our dedicated OnDeck Customer Service team will get in touch with you to better…”
Our classifier read this reply as a template response.
“collections is calling me looking for payment (that I do not owe)”
The company replied on 2026-09-02: “Hi Patrick, We’re sorry to hear about your experience, and want to thank you for providing this valuable feedback. Our dedicated OnDeck Customer Service team will get in touch with you to better…”
Our classifier read this reply as a template response.
Other
9 reports · 10% of complaintssteady“Worst experience ever.”
The company replied on 2026-05-21: “Hi Javier, Thank you for sharing your feedback. Our goal is to provide transparent financing options. We ensure all terms, including total cost and repayment schedules, are clearly outlined and…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Interest way too high terms way too short”
The company replied on 2026-08-03: “Hi, Thank you for sharing your feedback. Our goal is to provide transparent financing options. We ensure all terms, including total cost and repayment schedules, are clearly outlined and accepted…”
Our classifier read this reply as a deflection.
“I apply one time and get denied by a physical mailed letter 3 times for no reason”
The company replied on 2026-07-09: “Hi Kerleyq, Many factors go into our approval process, and we strive to make reasonable decisions for our company and customers. Feedback and suggestions are always being evaluated and we will share…”
Our classifier read this reply as a template response.
Support unreachable
7 reports · 8% of complaintsrising since 2026-06“You can barely get anyone on the phone”
The company replied on 2026-08-31: “Myron, we’re sorry to hear about your experience and we truly appreciate you sharing your valuable feedback.. Our dedicated OnDeck Customer Service team has tried to get in touch with you to better…”
Our classifier read this reply as a template response.
“Today, they took ANOTHER weekly payment out.”
The company replied on 2026-08-10: “Hi Greg, Thank you for bringing this to our attention. We’d like to look into this further and have reached out via Trustpilot to request a few additional details so we can locate your account and…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“High interest rates and non responsive customer service agents”
The company replied on 2026-09-08: “Brian, we’re sorry to hear about your experience and we truly appreciate you sharing your valuable feedback.. Our dedicated OnDeck Customer Service team has tried to get in touch with you to better…”
Our classifier read this reply as a template response.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-17.