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
- 3,417 total complaints in the last 3 years.
- 1,150 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:10/11/2022
Type:Customer Service 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.
This is perhaps the 3rd or 4th time they have LOST/MISPLACED a package of mine.In the past, I did complain about Personal Property Damage, this was resolved.Business Response
Date: 11/03/2022
Hello,
Attached is LaserShips response to this complaint.
Thanks,
*****
Corporate Escalation Specialist
Lasership Customer Service
******************************
************Initial Complaint
Date:10/10/2022
Type:Customer Service 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.
Order date:09/28/22Order number:46476Company:ciseShipping company:laser shipTracking number: 1LSCY2L00136QHFI placed an order on sept 28th with cise and the order shipped the same day and was delivered on sept 29th great service and fast shipping. The problem is my order says it was delivered by laser ship but I never received my package. I constantly have problems receiving my packages when laser ship is providing the delivery. I contacted cise and they told me to contact L.S and they launched and investigation. I had to reach out for a second time because of the failure to update me about the investigation only for them to tell me it was closed and the package was delivered as well as I need to reach out back to the company cise. I still have no package. Im unsure of what steps to take from here.Business Response
Date: 10/24/2022
Hello,
Attached is LaserShips response to this complaint.
Thanks,
*****
Corporate Escalation Specialist
Lasership Customer Service
******************************
************Initial Complaint
Date:10/09/2022
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.
For the third this company has been shipping my items ro the wrong address. In fact it looks like thzy are stealing my items. There is no way that the same items got shipped to 3 different addresses. You guys need to look into the delivery system and the driversBusiness Response
Date: 10/31/2022
Hello,
Attached is LaserShips response to this complaint.
Thanks,
*****
Corporate Escalation Specialist
Lasership Customer Service
******************************
************Initial Complaint
Date:10/08/2022
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 placed an order through *********, the company I work for. Lasership was the carrier to ship my product. Over the course of the past 5 days I have reached out to their customer service several times with no solution as to why they cant deliver it. They have the correct address to deliver my package yet keep saying they have attempted to deliver it but need more information, which I have continuously provided. I have called and was told that a supervisor would reach out to me to help (which never happened ) and I have multiple screenshots documenting my package would be delivered by their customer service reps and its all been lies. I suspect my package was stolen and I have gotten zero help to receive it.Business Response
Date: 10/11/2022
October 11, 2022
Dear *****,
First of all, I apologize that it has taken this long for your concerns
to be addressed. We understand how important your order is to you.
Unfortunately, we experienced a delay with your delivery, and we apologize for
any frustration this caused. Our team reports your package has since been
delivered and should have arrived at your location. We would just like to
confirm that you have received your package or additional assistance from your
Seller at this time. Please respond here 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.
Wishing you a pleasant week,
Thank You,
Victoria
Executive Escalation Specialist
LaserShip Customer ServiceInitial Complaint
Date:10/07/2022
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 have placed 5 orders (with 1 that has been reshipped) through a company that uses LaserShip as their package carrier. All of my orders have been marked "delivered" exactly one minute after the package said it has arrived at the ************* Facility this week alone. I have contacted their customer service line about the packages and there is no response outside of "it says it was delivered" even though the drivers have the ability to take photos of the delivered packages and there has not been any present on the tracking (as they have every time I have actually received a package from LaserShip outside of it being just marked as "delivered", there has been photo proof).Business Response
Date: 10/21/2022
Hello,
Attached is LaserShip's response to this complaint.
Thanks,
*****
Executive Escalations Specialist
LaserShip Customer Service
******************************
************Initial Complaint
Date:09/30/2022
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.
Company Lasership was sent my package in order to deliver it to my residence from ****, however they returned it back to the store without attempting delivery at allBusiness Response
Date: 10/10/2022
October 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.
Our tracking indicates we received the electronic notice for your package, but never received the physical package for sorting and delivery. Please reach out to your seller for further assistance.
Thank you,
Kevin
Corporate Escalation Specialist
LaserShip Customer ServiceInitial Complaint
Date:09/24/2022
Type:Customer Service 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.
Claimed to have delivered my package personally to me on 9/14/22 at 8:32 am. I contacted them about package and entered info to start an investigation on 9/15/22 they say it takes 48 hours. I was emailed back on 9/19 saying they concluded that the package was delivered. I emailed back asking them if they investigated as to where it was delivered because it was not delivered to me as they stated. They said they could not find the package and i should reach out to the seller as they will be able to assist me further. The seller unfortunetly no longer has the items i ordered in stock. I went to laserships ******** page and noticed there are many similar complaints. This company is stealing peoples packages and it needs to stop.Business Response
Date: 10/03/2022
Hello,
Attached is LaserShips response to this complaint.
Thanks,
******************* Escalation Specialist
Lasership Customer Service
******************************
************Customer Answer
Date: 10/16/2022
[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: 18123042
I am rejecting this response because:
This company gives the same generuc responses to everyone but they do not try to actually resolve the issue!
Regards,
***********************Business Response
Date: 11/16/2022
Hello,
Attached is LaserShips response to this complaint.
Thanks,
******************* Escalation Specialist
Lasership Customer Service
******************************
************Initial Complaint
Date:09/19/2022
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.
On 9/14/22, contacted Lasership at 10:08 am, 10:14 am, 10:18 am, and 10:29 am, requesting delivery notification with instructions to please do not leave any packages in the first-floor lobby and deliver to apartment door **. Lasership acknowledges cases #********, and ********, tracking#*************** / ***************. According to the company website on 09/17/2022, 12:57 pm Your package has been delivered and Left In Mailroom. There is no mailroom only unmonitored mailboxes and a sign that reads do not leave any packages in the lobby deliver to the apartment door. Lasership with no notification after signing up has lost $130 worth of ******* **** products that belong to my business and ******* **** is refusing to replace them and telling me to call Lasership. Lasership I want my product you lost.Business Response
Date: 09/27/2022
September 27, 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 apologize for the mis-delivery of your package and for the inconvenience this has caused. We have followed up with your seller in an attempt to have you assisted. Please reach out to your seller with any additional questions or concerns.
Thank you,
Kevin
Corporate Escalation Specialist
LaserShip Customer ServiceBusiness Response
Date: 10/27/2022
Hello,
Attached is LaserShips response to this complaint.
Thanks,
*****
Corporate Escalation SpecialistLasership Customer Service
******************************
************Customer Answer
Date: 10/27/2022
[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 according to enclosed email from ******* ****:Thank you for contacting ******* ****! We are so sorry to hear about this inconvenience. I have taken the time to review your Order #*********. According to the carrier, your package was delivered on 09/17/2022 at 12:57 pm to the address you selected at checkout. Please take the time to review your delivery address/location and ensure that everything is accurate. Our recommendation is to: Check with your neighbors, the surrounding areas, and the mailroom/building staff (if available) to see if anyone has seen the package. File a stolen package report with your local authorities if your package is not found to help prevent this from happening again in the future. Feel free to reach out to your carrier to see if they may still be in route or are currently in transit with your delivery. Here's the link to your tracking details ********************************************* I appreciate you taking the time to reach out to us, and I hope you can find your missing package soon!Kind Regards,I also enclosed proof of on 9/14/22, contacted carrier Lasership at 10:08 am, 10:14 am, 10:18 am, and 10:29 am, requesting delivery notification with instructions to please do not leave any packages in the first-floor lobby and deliver to apartment door **. Lasership acknowledges cases #********, and ********, tracking#*************** / ***************. On 09/17/22, at 1:13 pm according to the ******* **** text message packages were delivered but,when checking outside my door there were no packages. Went downstairs to the first-floor lobby and checked and there were no packages. Lasership website showed on 09/17/2022, 12:57 pm Your package has been delivered and Left In Mailroom. There is no mailroom only unmonitored small mailboxes and a sign that reads by the superintendent "to all carriers do not leave any packages on the lobby floor deliver to the apartment door. Lasership email me a picture where they left my packages on the lobby floor when they were asked several times to do not do so and is responsible for refunding my losses. I ask the better business bureau for the option in taking the next step against lasership in a civil action.
Regards,
***********************Initial Complaint
Date:09/19/2022
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.
On 8/19/22 LaserShip claimed to have delivered my $252 ****** package to the correct address. As I start seeking the whereabouts of my package I looked at the companies provided photo, only to notice they left it at the wrong apartment in the same building. The apartment has signs all over the door stating its vacant and deemed un liveable. I spend weeks contacting ****** who then waits for laser ship to investigate. I finally receive an email stating the laser ship said they delivered it and if I think the package was stolen then I should contact local law. I sent multiple emails including pics to lasership to show them their mistake and each time I get back a generic response. Due to their negligence and their investigation claiming a proper delivery ****** will not issue me a refund. So now Im out $252 dollars. This is terrible business practice for both companies involved and the only one effected is me.Business Response
Date: 09/27/2022
September 27, 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 apologize for the mis-delivery of your package and for the inconvenience this has caused. We have followed up with your seller in an attempt to have you assisted. Please reach out to your seller with any additional questions or concerns.Thank you,
Kevin
Corporate Escalation Specialist
LaserShip Customer ServiceInitial Complaint
Date:09/16/2022
Type:Customer Service 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.
9/112022 Lasership said package was left at my front door. I was home the entire day and did not receive a package. I contacted them for information, they "opened an investigation" to look into the matter. They have done this on several other occasion and claim the delivered the package. I believe this company is fraudulent and the driver steal people packages. This has to stop you can see by the review I am not the only person. Unfortunately for them I will not take this and will fight their dishonest claims.Business Response
Date: 09/27/2022
September 27th, 2022
Thank you for reaching out to us regarding this incident. While we take reports like this very seriously, we are currently unable to assist in an investigation without more substantial evidence that the LaserShip driver is responsible for your missing package. If you have not done so already, please contact your seller for further assistance. Please let us know if we can help in any other way. You may get in touch with a LaserShip Escalation Specialist directly by responding to this email.
Thank you,
Sam
Corporate Escalation Specialist
LaserShip Customer Service
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