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Business Profile

Delivery Service

OnTrac

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+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

Find a Location

OnTrac has 20 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • OnTrac

      14850 Thompson Rd Chantilly, VA 20151-1029

      BBB accredited business seal

    • OnTrac

      269 W Jefferson St Syracuse, NY 13202

    • Lasership

      6300 Highlands Pkwy SE Smyrna, GA 30082

    • LaserShip Inc.

      9201 King Palm Drive, #14, Suite B Tampa, FL 33619

    • OnTrac

      2675 N 9th St Carter Lake, IA 51510

    Customer Complaints Summary

    • 3,416 total complaints in the last 3 years.
    • 1,154 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/19/2022

      Type:Delivery Issues
      Status:
      Answered
      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 send a e-mail that a package was arriving from *************** to my residence Oct 13 2022. It arrived but to a different address. The picture I received was someone else front door. So we live in a mobile home community and I did track down where it was delivered matching the door and my photo. But the person residing there will not answer the door. So I have proof. I have tried for over a week to correspond with the shipping company they will not answer their phone.

      Business Response

      Date: 10/31/2022

      Hello,
      Attached is LaserShips response to this complaint.


      Thanks,
      *****

      Corporate Escalation Specialist
      Lasership Customer Service
      ******************************
      ************

    • Initial Complaint

      Date:10/19/2022

      Type:Delivery Issues
      Status:
      Answered
      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 was supposed to deliver a package 10/13/22. It was marked that delivery was attempted however it was not as I was home at the time. On 12:00am 10/14/22 the package was marked as delivered to doorman. I dont have a doorman. I have never received the package. This is the 3rd deliver in a row that the exact same thing has happened. I have made multiple attempts To contact them via email, chat, and phone. I have gotten no response.

      Business Response

      Date: 11/04/2022

      Hello,
      Attached is LaserShips response to this complaint.


      Thanks,
      *****


      Corporate Escalation Specialist
      Lasership Customer Service
      ******************************
      ************

    • Initial Complaint

      Date:10/18/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 requested a certificate of loss statement from LaserShip because they said they delivered something and it was not delivered. The seller requires this statement from them to resend the item I bought. Rather than giving me a certificate or answering with anything they keep sending me the same message over and over again. This is not customer service at all. I only receive this every time I reach out to LaserShip. Thank you for reaching out to us regarding 1LSCZ5A00119TSN. Our delivery records indicate this package was delivered, but we understand you have claimed the package as not received. Our facility has completed the investigation. If the package has not yet been received, please contact your seller for further assistance. Please let us know if there is anything further we can do to assist.

      Business Response

      Date: 11/03/2022

      Hello,
      Attached is LaserShips response to this complaint.


      Thanks,
      *****


      Corporate Escalation Specialist
      Lasership Customer Service
      ******************************
      ************

    • Initial Complaint

      Date:10/18/2022

      Type:Delivery Issues
      Status:
      Answered
      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 an item from Fashionnova.com on 9/30/22. Order #*********. Item was shipped on 10/1 with Lasership. Tracking ID 1LSCY2H0013EZ8N.Item was marked as delivered by Lasership on 10/6. Item was not delivered. Attempted to contact Fashion Nova. Called **************. Automated response directs you to online support. Online support is automated response saying that you must contact shipping company, Lasership. Called them at **************. Automated response says that you have to contact seller. Want refund for item purchased since item never received. Total amount paid including shipping was $52.41.

      Business Response

      Date: 11/01/2022

      Hello,
      Attached is LaserShips response to this complaint.


      Thanks,
      *****


      Corporate Escalation Specialist
      Lasership Customer Service
      ******************************
      ************

    • Initial Complaint

      Date:10/18/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Anytime a company uses lasership to deliver my package, they deliver it to the wrong address. I have 4 orders with pictures of the package being delivered to another apartment. The issue is they are impossible to get a hold of, they say they will conduct an investigation just to say to contact the company directly. They take no responsibility for hundreds of dollars lost in packages. The issue is that they operate without being held responsible and there is no way to get resolution with them. Without actual consequences they will continue to be careless and reckless with consumer mail.

      Business Response

      Date: 11/03/2022

      Hello,
      Attached is LaserShips response to this complaint.


      Thanks,
      *****


      Corporate Escalation Specialist
      Lasership Customer Service
      ******************************
      ************

    • Initial Complaint

      Date:10/17/2022

      Type:Delivery Issues
      Status:
      Answered
      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 from the company ******* **** and my package was delivered to my front door by Laser Ship on Monday 10/10/2022. My package was not delivered. There was not an attempted delivery. I was home all day and never heard a knock at the door. According to the **** App that is used to track all of my packages, my package was not even delivered to my city (Muncie, IN), but to a town more north. I have attached a screenshot of this. My neighbors also have a **** doorbell that would have captured my package being delivered and/or stolen. The ******* **** website states that they do not take responsibility for incorrectly delivered shipments if the address information provided was incorrectly entered, however, in my case it was entered correctly. I feel that neither companies responses were sufficient and I am looking for more assistance than what they gave me. ******* **** will not assist me because Laser Ship claims that they delivered my package. Laser Ship will not assist me because my package was marked as delivered. This is very frustrating considering that I spent a lot of money on something and have no clue what happened to it. I feel as if I practically threw the money away and neither company is helping to come up with a resolution. I would appreciate receiving the package but if they cannot do that then I want a refund.

      Business Response

      Date: 10/23/2022

      October
      23, 2022 

      Dear ****, 
        
      First and foremost, I would like to sincerely apologize for the
      issue that led you to file a complaint.? Your issue should have been addressed
      and resolved expeditiously.? Below I have included the text of an email that
      has been sent to your seller, ******* ****.? I am hoping this will clear up any
      possible confusion caused by our error, for both your benefit and the seller’s
      benefit.? If you have any further questions or concerns, please feel free to
      reach out to me directly by responding to this email.? If you prefer to speak
      on the phone, you may also reach our Customer Service Department at
      804.414.2590 and simply mention that Victoria is managing your case.  
        
      Again, we apologize for the frustration this has
      caused.  
        
      Thank you,  
      Victoria  
      Corporate Escalation Specialist  
      LaserShip Customer Service  

      Unfortunately, LaserShip is
      unable to confirm control of this package and is deeming the status “unconfirmed”.??The
      tracking indicates the package was delivered, but because this is incorrect, we
      ask that you please assist the consumer.? Please let us know if there are any
      further questions or concerns.  
        
      Thank you,  
      LaserShip Customer Service  

    • Initial Complaint

      Date:10/13/2022

      Type:Delivery Issues
      Status:
      Answered
      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 made an order with ***** approximately 2 weeks ago. The package was supposed to be delivered via LaserShip and was scheduled to be delivered today 10/13/22. I have a huge show coming up so I needed all the clothes and items in the package for my clients. I was home all day and never received the package. I checked my tracking and to my surprise it said the package has been delivered and left with ******** b (which is me) . They also had a picture of my initials stating that I signed for the package. I NEVER signed for anything. My initials were forged. I asked my neighbors if they got a package they all said no. I can see when people walk up to my door and no one came today. This is not the first time Ive had a package marked as delivered and I never received it from this comknY This package is very important and I need it asap. A lot of the things I ordered are no longer in stock. Why are your employees illegally forging signatures and lying about deliveries. If I dont receive my package I will file a police report based on stolen items and forged signature. This is shocking and infuriating!!

      Business Response

      Date: 10/19/2022

      October 19,2022

      First and foremost, I would like to sincerely apologize for the issue that let you to file a complaint.  Your issue should have been addressed and resolved expeditiously.  I have forwarded to you the text of an email that has been sent to your seller, **** ********, Inc.  I am hoping this will clear up any possible confusion caused by our error, for both your benefit and the seller's benefit.  If you have any further questions or concerns, please feel free to reach out to me directly by responding to this email. 

      Again, we apologize for the frustration this has caused.  

      Sam

      Corporate Escalation Specialist

      LaserShip Customer Service

    • Initial Complaint

      Date:10/13/2022

      Type:Delivery Issues
      Status:
      Answered
      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’ve placed two orders from two separate companies and both shipped through laser ship. Lasership claims to have delivered the item to my front door. However, I have a **** camera that shows that no delivery attempt was made ever.

      Business Response

      Date: 10/20/2022

      October 20, 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.  

      While your packages were delivered to the correct address, we acknowledge that the driver did not  follow proper delivery protocol upon releasing the packages. Management at your local delivery facility  has been notified and this has been addressed with the driver. Since you purchased the items from third  party sellers, we are unable to refund you directly. Please reach out to your sellers for further  assistance. If you have any further questions or concerns, please feel free to reach out to me directly by  responding to the email thread associated with ********@*****.com. 

      Best wishes, 
      Chris 
      Executive Escalation Specialist 
      LaserShip Customer Service 

      Business Response

      Date: 11/23/2022

      November 23, 2022 

      Dear *****, 

      Our records indicate that both *************** and *************** were delivered to the street address provided by your seller: 
      **** ** *** *** 
      MIAMI, FL ********** - US 

      However, it appears the packages were left in an area that made them vulnerable to theft (refer to the  attached photos, specifically the door inside the red rectangle). Management at your local delivery facility has been notified and this has been addressed with the driver. Since you purchased the items from third party sellers, we are unable to refund you directly. Please reach out to your sellers for further assistance.  

      If you have any further questions or concerns, please feel free to reach out to me directly by responding  to the email thread associated with ********@*****.com. Please respond there if you would like to  provide delivery instructions or a standard delivery procedure that you think might assist the driver with  future deliveries. Examples would include a door code, presence of a mail room, hours of operation, or  other proper drop-off point. 

      Thank You, 
      Chris 
      Executive Escalation Specialist 
      LaserShip Customer Service 

      Customer Answer

      Date: 11/30/2022

      [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 live in an apartment building. My apartment number was provided to laser ship. Aside from that, the drivers should have enough sense to know that you cant leave a package outside a building where anyone that walks by on the street can get the package. They should know that if its an apartment building that they need to deliver the package to the actual apartment. And this is not tw first time ut has happened with them.   

      Regards,

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

    • Initial Complaint

      Date:10/13/2022

      Type:Delivery Issues
      Status:
      Answered
      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 an item from ******* Lasership had my item marked as delivered I never received my item and I have the email from lasership to prove it. The delivery people be stealing packages. This is the third time this has happened to me. This company needs to be investigated.

      Business Response

      Date: 10/20/2022

      Hello,

      Attached is LaserShip's response to this complaint.

      Thanks,

      *****
      Executive Escalations Specialist 
      LaserShip Customer Service
      ******************************
      ************

    • Initial Complaint

      Date:10/13/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      My order number is ********* and I ordered my items from fashionnova weeks ago. They were confirmed delivered I know! However, I have not received anything no, my neighbors do not have my package and no I did not put the wrong address. No, there was no there to steal my package because I was home all day right next to the door. I was home and saw no truck from your company riding through my complex. I am frustrated upset and disheartened. I would like my package to be redelivered. I will not be pleased to hear that I have to talk to Fashion Nova because I have countless of times!

      Business Response

      Date: 10/31/2022

      Hello,
      Attached is LaserShips response to this complaint.


      Thanks,
      *****


      Corporate Escalation Specialist
      Lasership Customer Service
      ******************************
      ************

    OnTrac is BBB Accredited.

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