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
- 3,405 total complaints in the last 3 years.
- 1,154 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/12/2022
Type:Delivery IssuesStatus: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 received an email stating my package was delivered, I immediately went to the door, no package there. I live in an apartment and the only way to gain entrance is to be buzzed in. I waited until the next day thinking maybe they left it at the wrong unit, and someone will bring it to the correct address, which happens often here with unfamiliar carriers. I contacted the carrier, they stated it was delivered, and showed me where someone signed for the package. First of all they only put my first initial, because they probably couldnt spell my name, secondly they signed my last name in a way I have never signed my name in over 60 years, looks like an y on the end.now I live in apartment 160, its only one 160 in the entire complex, and I was here the entire day, no one rang my bell and I definitely didnt sign anything and I live alone, so its no way he delivered it to the correct address. I contacted both the provider and the carriers and no one can help my, it was only $60 item but it was my last $60. I even suggested I send proof of my signature but they didnt respond to that suggestion. This is the tracking #1lscy2h0019uenc. Ive read several of their reviews and Im not the only one that went through not receiving an item.Business Response
Date: 12/21/2022
Hello,
Attached is LaserShips response to this complaint.
Thanks,
******************* Escalation Specialist
Lasership Customer Service
******************************
************Initial Complaint
Date:12/10/2022
Type:Service or Repair IssuesStatus: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 have been contacting **** once a day for the last week trying to find my package that they claim was delivered. After continuously refusing to rectify the situation and telling me to wait "24 hours' ' without coming up with a real solution, they sent me a delivery photo a week later that was attached to the mailing company's delivery details under the tracking information. There would be no reason for me to continue hassling them everyday about a replacement for my "lost"package if I actually received it. Unlike them, I am not in the business of wasting my time. I have repeatedly told them that I haven't received my items and requested a replacement be sent with a different mail courier. I have seen multiple reviews and stories of Lasership scamming people with their packages and this is the second time I've had an issue with this mailing company. I believe LaserShip has stolen my package and **** refuses to comply with my complaint. I called Lasership and opened an investigation and was told they would get back to me within 2 days, which they of course never did. I asked **** to send me an email regarding opening the investigation and the case number, which they never did.I was looking forward to my items but at this point, I just want my money back. I will also be filing an investigation with Lasership for the SECOND TIME.Business Response
Date: 12/20/2022
December 19th, 2022
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.
In an attempt to resolve this issue, we responded to you on December 17th, 2022. Unfortunately, we received no further contact from you. Since you purchased the item from a third party, we are unable to refund you directly. Please contact your seller for further assistance. Please reach back out to us if we can further assist you.
Best wishes,
Sam
Corporate Escalation Specialist
LaserShip Customer ServiceInitial Complaint
Date:12/09/2022
Type:Order IssuesStatus: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 with **** ****** my packages was marked delivered by LaserShip and marked left on my front porch. I did not receive this package. When I called customer service they were rude and no help in locating my packages. Which are Christmas gifts. I contacted ulta they are attempting to send me two more but using same delivery serviceBusiness Response
Date: 12/15/2022
December 15th, 2022
Thank you for bringing this to our attention. Management in our Customer Service department has been notified and the matter will be investigated. We do apologize for the inconvenience that we have caused you. Please let us know if there is anything further with which we can assist.
I have also forwarded your comments to management in Customer Service so they may be used as a coaching opportunity for our call center representatives. Please let us know if there's anything else we can do to assist.
Thank you.
Sam
Corporate Escalation Specialist
LaserShip Customer ServiceInitial Complaint
Date:12/09/2022
Type:Delivery IssuesStatus: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.
Ordered two pair of *** boots from *********. Received tracking number *************** which indicated LasersShip would be making the delivery. Received notification from ********* that the package would be delivered on 12/4/22. I was home all day. The package allegedly was delivered at 330 pm. I went outside directly after this and there was no package. I live in a secured area. We do not have problems with porch theft. I reported this to them indicated they either delivered to the wrong condo building or the package was stolen by their driver. They stated it was delivered and they were closing their case. This is a case of theft by the driver or negligence. And now they have a couple of pairs of *** boots to sell and make money off of. Please make this company accountable.Business Response
Date: 12/17/2022
December 17th, 2022
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.
In an attempt to resolve this issue, we responded to you on December 12th. Unfortunately, we received no further contact from you. Since you purchased the item from a third party, we are unable to refund you directly. Please contact your seller for further assistance. Please reach back out to us if we can further assist you.
Best wishes,
Sam
Corporate Escalation Specialist
LaserShip Customer ServiceInitial Complaint
Date:12/09/2022
Type:Service or Repair IssuesStatus: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.
They have now been in possession of my package for 4 days and supposedly made ONE delivery attempt that they say there wasn't a secure place to leave the package. This is a lie as I have 6 security cameras covering my house, yard and street. They keep holding my package stating they need more information to deliver. I have sent 6 emails, multiple text messages and multiple chat conversations with a person named "** ***"! This package is medical supplies that I need asap, not 10 days from now. They have no customer service phone number and any contact is via a 3rd party so you don't even speak with anyone at Lasership that could be of assistance.Business Response
Date: 12/17/2022
December 17th, 2022
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.
In an attempt to resolve this issue, we responded to you on December 15th. Unfortunately, we received no further contact from you. Since you purchased the item from a third party, we are unable to refund you directly. Please contact your seller for further assistance. Please reach back out to us if we can further assist you.
Best wishes,
Sam
Corporate Escalation Specialist
LaserShip Customer ServiceInitial Complaint
Date:12/08/2022
Type:Delivery IssuesStatus: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 have had 2 packages “delivered” from Lasership but it was not to my house. They claimed they had proof but never provides any documentation of proof of delivery. Both packages came from ***** and we gifts to family members. I’ve had to call ***** for refunds bother time because Lasership steals packages and/or delivers them anywhere and everywhere but you home. I do not live near the ***** store so ordering online is my only option, however, if these crooks are not delivering my packages to my address, I can no longer order from a business I love because of the terrible delivery service they use. Below are the tracking and correspondence with Lasership. This was in July. There is no proof. I have no package. This happened this past Saturday as well.Business Response
Date: 12/14/2022
December 14th, 2022
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.
We apologize for the misdelivery and for the inconvenience this has caused. Since you purchased the item from a third party, we are unable to refund you directly. We have notified your seller of our error.
Please contact them directly for further assistance. Please reach back out to us if we can help in any other way.
Best wishes
Sam
Corporate Escalation Specialist
LaserShip Customer ServiceCustomer Answer
Date: 12/22/2022
[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: this has happened twice and how do I know if anything I order in the future that will use this delivery service, will this happen to me again?
Regards,
******* *******Initial Complaint
Date:12/07/2022
Type:Delivery IssuesStatus: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 Christmas PJs from ******* around Black Friday. To my dismay, LaserShip was the carrier. When I was notified that my package was delivered, I searched all around my house, our garage, camper, etc. and could not find it. I then contacted neighbors to see if they had it by some chance because this is not the first time we've had issues with LaserShip. I cannot even say it was the second time. We have a horrible issue with them in my area and it's getting ridiculous. I ended up getting lucky and was able to locate my package due to it being delivered to someone down the road, on another road, to someone we personally knew. Something needs to be done! I understand it's Christmas time and it's busy but to leave a package at a residence that isn't even on the same road as the address, that's unacceptable! Oh and I unfortunately have another package being delivered by them and even called today to tell them to please call me if they need help finding my home. Got a notification just a few minutes ago saying they could not deliver it. And now I can't get through on the phone to speak to someone about it! Do better!Business Response
Date: 12/13/2022
December 13th, 2022
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 we receive any complaint regarding a driver, the facility conducts a thorough investigation. This includes, but is not limited to, reviewing all available delivery scans, available pictures and driver interviews. The facility has taken these steps to ensure all drivers are following the proper delivery procedures. Should you have any questions or concerns please contact us.
Best wishes,
Sam
Corporate Escalation Specialist
LaserShip Customer ServiceInitial Complaint
Date:12/06/2022
Type:Delivery IssuesStatus: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 have contacted this company multiple times and asked them not to leave packages on my steps as they are not secure and anyone walking by can see them and steal them. I contacted them about a package that I never received. They sent me a picture of the package sitting on my top step as proof of delivery. I reached out to them again and advised them the package may have been left on my step but I did not get the package. Either their driver stole the package after taking the picture or someone walking by did not either way I never received it. They told me to contact the shipper who refused to refund me because according to them the package was delivered. The shipper stated I needed to file a lost package claim with the delivery company who would send them this information to process a refund or replacement. The delivery company refuses to escalate this and will not provide any information on filing a claim. Their website does not give any option other than contacting them via email. I have done that multiple times and I get the same response the package was delivered. The tracking number is 1LSCZM30014XOSFBusiness Response
Date: 12/12/2022
December 12th, 2022
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.
While the package was delivered to the correct address, we acknowledge that the driver did not follow proper delivery protocol upon releasing the package. Management at your local delivery facility has been notified and this has been addressed with the driver. Since you purchased the item from a third party, we are unable to refund you directly.
Please reach out to your seller for further assistance. Please reach back out to us if we can help in any other way.
Best wishes,
Sam
Corporate Escalation Specialist
LaserShip Customer ServiceCustomer Answer
Date: 12/19/2022
[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 do not see any response. The only attachment provided is the email from BBB.
Regards,
*************************Initial Complaint
Date:12/05/2022
Type:Delivery IssuesStatus: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.
Order from Fashionnova package ( Order #********* ) was marked as delivered on 9/12/2022 at 1:49pm and "Left At: Front Door" but actually WAS NOT. I was home, looking out the window plus have 4k security cameras and NO ONE attempted delivery or even drove by. The delivery company is LASERSHIP **** tracking#1LSCY2H0011CU0Q. I immediately contacted the shipper company and the delivery company LASERSHIP. The shipper company stated there was nothing they could do since the package shows delivered and to contact the delivery company. I then contacted LASERSHIP, the delivery company and they told me to contact the shipper again to open a claim. At that point, I opened a claim with my AMEX credit card company and received a temporary credit. After 2 weeks, my credit card company, AMEX rebilled me because the shipper said the package was delivered according to their delivery company. At this point I became LIVID!I chatted with the delivery company 9/16/2022 at 2:50 pm est. Rep. ***** said it was a mis-scan and my package will be delivered by 8pm that day, it was never delivered.On 10/18/2022 I called the LASERSHIP warehouse in ******, ** customer service and spoke to **** at 10:02 am who submitted case#******** for delivery dispute. He requested for the warehouse to change the status on the tracking page of the LASERSHIP website showing package NOT DELIEVERED so the shipper can help me. The website was NOT updated. I contacted the shipper again and they still could not help me. I appealed my credit card company AMEX re-bill and submitted the screenshots of the chat from delivery company LASERSHIP showing the mis-scan. Today, I filed a police report#*****. As of today, I do not have the package. My credit card company has reopened the investigation, and I am waiting for the results. The delivery company LASERSHIP has NOT corrected the delivery status page on the website so the shipper is not helping me. I need this resolved with a refund.Business Response
Date: 12/15/2022
Hello,
Attached is LaserShips response to this complaint.
Thanks,
******************* Escalation Specialist
Lasership Customer Service
******************************
************Customer Answer
Date: 12/22/2022
[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 is satisfactory to me.
Regards,
******************Initial Complaint
Date:12/05/2022
Type:Delivery IssuesStatus: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 told this package was delivered on Sunday, December 4th. I never received my package. I checked tracking my information and it was sent out for delivery on 12/4/22 at 9:27 AM at their Doral, FL location and then it was delivered at 9:28. They forged my mother's signature and stole both of our packages which cost hundreds of dollars. They are scammers and have done this to about every customer I can find online.Business Response
Date: 12/10/2022
December 10, 2022
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.
We understand that you did not receive your package although the tracking reflected otherwise and for this we do apologize. Your package was returned to your seller in error. Please reach out to your seller for further assistance.
Best wishes,
Jordan
Corporate Escalation Specialist
LaserShip Customer Service
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