Complaints

This profile includes complaints for OnTrac's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  OnTrac

  14850 Thompson Rd Chantilly, VA 20151-1029

  
• 

  Lasership

  6300 Highlands Pkwy SE Smyrna, GA 30082

• 

  Ontrac

  10738 Dutchtown Rd Knoxville, TN 37932

• 

  OnTrac

  2675 N 9th St Carter Lake, IA 51510

• 

  OnTrac

  1149 Madison Ln Salinas, CA 93907

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.

• Initial Complaint

  Date:09/15/2022

  Type:Service or Repair Issues
  Status:

  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 from Bath and body works which uses this company to deliver. The driver delivers my package to the wrong address. I reach out the company to let me know thats not my building. The claim they an investigation and basically said it was delivered. So now someone has my package which contains my information and the company doesnt. The driver needs to be held accountable and I want my package that payed for.

  Business Response

  Date: 09/27/2022

  Good morning, please see our attached response.

   

  Thank you,

  *****

  Lasership/Ontrac Escalations

  9/27/22

• Initial Complaint

  Date:09/12/2022

  Type:Delivery Issues
  Status:

  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.

  On September 8, 2022, Lasership had a package that was supposed to be delivered to me. The package was delivered an left in the lobby of my building. I never received the package. As I explained to Lasership customer care when I reached out to the regarding the incident. There are 17 floor in the building with 8 apts on each floor. The delivery person had to be buzzed in an instead if taking one of two elevators that both work to deliver my package they opted to leave it in the lobby. The package wpuld have been safer on my floor I have a **** canera on my door and so does my neighbor down the hall. I do not have my package and the only thing Lasership can tell me is that the delivery was complete. Which it wasnt, if the package was left at my door the delvery would have been complete. I do not live in the lobby so the delivery was not complete.

  Business Response

  Date: 09/23/2022

  September 23, 2022 
  Dear *****, 
  Thank you for your response, and for the information you provided. I can see that this package was  clearly left in the lobby by the mailboxes. We are often directed by the seller to leave packages in a mail or lobby area by default. Since there was another package there already, it's possible that our driver  assumed it was safe. Regardless, I want to apologize that your package was left there and stolen as a  result. As a safeguard for future deliveries, I can add notes to your address stating that packages will be  safer if left on your floor. 
  Again, my apologies for the frustration. Please let us know if we can take any additional action, or if  there are any additional instructions for future packages. 
  Thank you, 
  Jordan 
  LaserShip/OnTrac Customer Service Team 
  
  

  Customer Answer

  Date: 09/27/2022

  [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:09/11/2022

  Type:Delivery Issues
  Status:

  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 reached out to ****** ~5 days after the package was marked delivered but I had not received it. They told me I had to bring the issue up with the shipping company. So I contacted the shipping company on 8/2 (can find in photos). Even though they say they have a 2 day response time, it took them 8 days and a second submission to get back to me to say that they delivered it and supposedly have photo proof (yet refuse to share it). I responded asking for the proof of delivery they had and they ignored me. I tried calling them multiple times and was never able to get through to a real person. I finally contacted ****** through their customer service email on 8/8 and never got an email response. I spent 2 weeks trying to contact them via phone and in their customer service chat. I finally got through on 8/23 and talked to an agent who said they will file a claim with lasership and it would take 7 business days for investigation. I had to reach out to ****** again after 12 business days with no response to be told that it actually takes ***** business days and I would hear back soon. As of today 9/9 I still had no response from ******. I had to resort to contacting them on ******* because there were no chat agents available and they never answer their phone. I was told on ******* my claim was denied on 9/2 and they Would not offer a refund. I have still been denied proof of delivery beyond ****** saying well lasership said they delivered it. I was also told I am more than welcome to open a police report about my missing package of now OVER 6 weeks. My building requires all delivery drivers to put packages in locked packaging lockers in the mailroom, which they clearly did not do if they so call delivered said package.Lasership is a company that needs to be held responsible for stealing packages. I went to collect my package as soon as I received the delivery notice and there was no package. They are unhelpful and liars about having proof and keeping it from me.

  Business Response

  Date: 09/12/2022

  Hello,
  
  Attached is LaserShip's response to this complaint.
  
  Thanks,
  
  *****
  Executive Escalations Specialist 
  LaserShip Customer Service
  ******************************
  ************ 

• Initial Complaint

  Date:09/10/2022

  Type:Customer Service Issues
  Status:

  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.

  *please note that this complaint is including the lasership ********** facility at: Lasership **********: Prestigue Delivery Systems401 ******* StPittsburgh ** 15202412-321-5680This company delivers for major retailers through Lasership **** My tracking number was not updated once received by this facility, and I reached out to my seller Jaanuu scrubs. We both had difficulty for 1 week resolving what had happened. On Friday 9/9 my packages tracking switched from shipped to delivered within 2 minutes. I was in my front yard, with my front door visible when this happened. No attempt was made to deliver. I contacted Lasership who began an internal investigation and deferred to my seller. My seller subsequently contacted me and stated that my shipment will be delayed. They did not provide further details. I have reviewed this company, and it appears there is overwhelming public concern that couriers are not delivering the packages that this facility receives. Lasership quickly (almost automatically) defers to back to customers retailers to replace lost or stolen packages. Myself and several other customers suspect diversion of packages at this facility. There is an incredibly low threshold of accountability at the Lasership facility in ********** as retailers are simply forced to replace packages lost, making it incredibly possible that systematic diversion/theft is occurring. I have a very high suspicion that this business is not practicing to standard and possibly unethically/illegally.

  Business Response

  Date: 09/12/2022

  Hello,
  
  Attached is LaserShip's response to this complaint.
  
  Thanks,
  
  *****
  Executive Escalations Specialist 
  LaserShip Customer Service
  ******************************
  ************ 

• Initial Complaint

  Date:09/07/2022

  Type:Delivery Issues
  Status:

  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.

  Im emailing to have the laser ship warehouse in mineola investigated. I placed an order through fashionnova. Its says its was delivered. I checked my cameras and nothing was delivered at that time. I even checked hours before and after. Only thing delivered that day was from Amazon. I noticed almost a week later that my package still wasnt here so i checked. I got in contact with laser ship who told me its past their investigation phase, that i have to take it up with fashionnova. Im waiting to hear from fashionnova. But i checked on the ****** reviews of the specific laser ship warehouse and it has terrible reviews, all for the same thing Im experiencing. Packages being stolen and then us buyers out of the money we spent. Its not far that this is happening, this is fraud and theft. We as consumers deserve better service and for this specific warehouse to be shut down.

  Business Response

  Date: 09/12/2022

  Hello,
  
  Attached is LaserShip's response to this complaint.
  
  Thanks,
  
  Victoria
  
  Executive Escalation Specialist
  LaserShip Customer Service
  ******************************
  ************

• Initial Complaint

  Date:08/31/2022

  Type:Delivery Issues
  Status:

  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.

  Lasership tracking says my package was delivered on the 27th. There's no package. The tracking says it was left at my "front door". I live in a condo complex. No one leaves packages at the "front door". They're left with the front desk who then notifies me of a package. The front desk has no record of any package being left that day. It's now 3 days later and the package is nowhere to be found.

  Business Response

  Date: 09/05/2022

  September 5, 2022 
  

  BBB of Metro Washington DC and Eastern Pennsylvania 
  1411 K Street NW, 10th Floor 
  Washington, DC 20005 
  

  Dear *******, 
  

  We would like 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. 

  Unfortunately, LaserShip is unable to confirm control of this package and is deeming the status  “unconfirmed”. The tracking reflects otherwise, and this is incorrect. Because it is likely the package was  miss delivered by the driver to an insecure location at the address, please assist the consumer. Please  let us know if there are any further questions or concerns. 
  

  Best wishes, 

  Daniel 
  Corporate Escalation Specialist 
  LaserShip Customer Service 
  

• Initial Complaint

  Date:08/31/2022

  Type:Delivery Issues
  Status:

  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 100 dollars worth of clothes from ******* **** last month the order says delivered with lasership on 07/10/2022 left at locker. I have looked everywhere for my package I reached out to lasership and they keep sending me an automated email that says the package states delivered and to reach out to ******* **** for any further. I don't have any locker in the building there was no picture no note I even reached out to my bank but I haven't gotten any help. I would like my merchandise please atleast let me know what locker it was left at and if it went back to the company .

  Business Response

  Date: 09/05/2022

  September 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.  
  

  We understand that you have been assisted by your financial institution for the non-delivery of your  package. Please let us know if you have any questions or concerns.  
  

  Thank you, 
  

  Kevin 
  Corporate Escalation Specialist 
  LaserShip Customer Service 
  

  Customer Answer

  Date: 09/19/2022

  [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:

  From: ******* ***** <*************@***.com>
  Date: Mon, Sep 19, 2022 at 8:39 AM
  Subject: Response for lashership and ******* **** missing package
  To: <*******@mybbb.org>
  
  
  I have since reached out to ******* **** and their response is below. I still don’t have my package. I do not have an open case with my bank because they have ruled in fashion novas favor. So I have to take it up with both the vendor and shipping company.
  
  Regards,
  
  
  
  ******* *****

  Business Response

  Date: 09/20/2022

  September 22, 2022 
  

  Dear *******, 
  

  We would like 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. 
  

  Your package was unfortunately miss delivered to an unsecure location by LaserShip. The tracking has been updated to reflect the new status. Your seller has also been notified.

  Please contact them directly for further assistance. Please reach back out to us if we can help in any other way. 
  

  Best wishes, 
  

  Daniel 
  Corporate Escalation Specialist 
  LaserShip Customer Service 

• Initial Complaint

  Date:08/24/2022

  Type:Customer Service Issues
  Status:

  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.

  My son ordered limited issue sneakers from **** that he has been trying to order for over 9 months. He placed his order and was provided tracking information through ****'s delivery vendor, Lasership. We received confirmation that the package had left the ** Lasership Facility on Monday, 8/15/2022 and woudl be delivered to our address in ************* on Tuesday, 8/16/2022 (tracking number last 4 digits ****). The package was not delivered on 8/16 and we received notice that delivery would now take place on 8/17. I started to reach out to Lasership on 8/17 to track the package. Lasership could not provide me with an answer other than telling me the package was on route to the ********, ** ********. I drove 45 minutes to the Franklin ******** on Saturday, 8/20 in the hopes that I would be able to locate the package. I walked into an office where there were thousands of packages all over the floor. While the woman at the ******** was very nice, she told me the system was down and she wasn't able to track the package. She did give me a call back later that afternoon to tell me that the package was on route and that it wasn't lost. She informed me that I would be receiving the package on Monday, 8/22. On 8/21, I received an email from Lasership stating that they don't have control of the package and I should reach out to **** for a refund. I explained to them that I don't want a refund because these shoes can't be reordered or replaced. Lasership has taken no accountability regarding this matter and in fact have given me the runaround for the past week. This has been the most disappointing experience with a company that can't provide any answers.

  Business Response

  Date: 08/24/2022

  Hello, 
  Attached is LaserShips response to this complaint. 
  Thanks, 
  ******************* Escalation Specialist
  Lasership Customer Service
  ******************************
  ************
  
  

  Customer Answer

  Date: 08/29/2022

  [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: 17760959
  
  I am rejecting this response because: the business has not offered a satisfactory solution. They have not provided the product that they lost nor have they provided me with compensation for their acknowledged mistake.
  
  
  Regards,
  
  ***********************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 09/15/2022

  Hello, 
  Attached is LaserShips response to this complaint. 
  Thanks, 
  ******************* Escalation Specialist
  Lasership Customer Service
  ******************************
  ************
  
  

  Customer Answer

  Date: 09/28/2022

  [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: 17760959
  
  I am rejecting this response because the company is not providing a resolution nor an explanation of what happened to my package. I would like the company to reimburse me the cost of my lost package.
  
  
  Regards,
  
  ***********************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/22/2022

  Type:Customer Service Issues
  Status:

  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 having delivery issues with this company. They are leaving packages at the lobby of the building instead at the correct address and they have been stolen. I called their customer service and they tell me to take it up with the company I ordered from. This is giving me a lot of problems

  Business Response

  Date: 08/24/2022

  Hello, 
  Attached is LaserShips response to this complaint. 
  Thanks, 
  ******************* Escalation Specialist
  Lasership Customer Service
  ******************************
  ************
  
  

• Initial Complaint

  Date:08/17/2022

  Type:Delivery Issues
  Status:

  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 company claims to have delivered my merchandise on aug 1st at approximately 1:13p, they have also included a picture of my package on a porch.. that isnt mine!!! *** been furiously trying to contact them since August 1st (the day it was delivered & the most they have told me was it was being investigated after a 48hr timeline. now that the 48hrs is clearly up they are now telling me to contact the buyer for a refund because there is nothing else they can do. this is absolutely absurd that they couldnt contact the driver in a timely manner to being the package to the correct address LIKE MOST MAIL/PACKAGE CARRIERS DO. but instead it seems as if this particular company gets away with either stealing merchandise or not caring that they handed it off to the wrong home. either way its unfair to a customer like myself to just have my items that i paid for not be accounted for or reimbursed!

  Business Response

  Date: 08/24/2022

  Hello,

  
  Attached is LaserShips response to this complaint.

  
  Thanks,

  
  ******
  Corporate Escalation Specialist
  LaserShip Customer Service
  ******************************
  ************