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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

      157 Westview Dr Meadville, PA 16335

    • LaserShip Inc.

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

    • OnTrac

      274 Wattis Way South San Francisco, CA 94080

    • OnTrac

      269 W Jefferson St Syracuse, NY 13202

    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 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/26/2022

      Type:Product 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 spent $40.98 on a dress at ***********. I was not able to change the address, and Lasership mishandled my package, threw it on the floor carelessly and left. I have no idea if it got stolen or lost, but my assumption is that it got stolen. But either way, this has happened to numerous people and I will not go to sleep or sit there and allow this company to make me or my bank feel like a clown. *********** does not refund people, so I expect some kind of compensation from this. Also amazing customer service from our girl Caitlyn here!!!  I told this person that *********** does not issue refunds and they keep on asking me to contact them like i haven't been contacting them. AVOID THIS COMPANY. I AM SHOCKED AT HOW LEGIT COMPANIES LIKE **** AND *********** ***** ARE USING THIS AWFUL EGREGIOUS LOGISTICS SERVICES. My Lasership tracking number is *************** (bbb, please cut this (tracking number) out if this complaint will be public).

      Business Response

      Date: 08/09/2022

      August 9th, 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.  

      Our tracking indicates your package was delivered to the address on file. If you do not have your  package please reach out to your seller for assistance. We have followed up with the facility to ensure  this does not happen going forward.  

      Best wishes, 
      Sam 
      Corporate Escalation Specialist  
      LaserShip Customer Service  

    OnTrac is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

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