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
- 3,437 total complaints in the last 3 years.
- 1,170 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:12/04/2023
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.
I placed an order over a month ago for several Christmas presents. I was supposed to receive my packages weeks ago from Ontrac delivery service. When I looked into where my packages were, the only information from the Ontrac status was a very vague undeliverable with no further explanation. When I inquired further with customer service about this very vague status (through the chat and also twice with email) I was informed my packages were lost and to contact the seller with no further explanation. When I complained about the lack of accountability for this company they only repeated contact the seller. However the seller didnt lose my packages, Ontrac did. I have contacted the seller and they have informed me that if my product does not come in today they will give me a full refund. My biggest issue is that there seems to be zero accountability here for Ontrac. Where did my stuff go? Who lost it? How did it get lost? They are not being transparent or helpful in any way and this all seems very sketchy.Business Response
Date: 12/20/2023
December 20, 2023
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.When any package is lost or otherwise not delivered, the facility conducts a thorough investigation. This includes, but is not limited to, reviewing all available
surveillance tapes, following up with the sorting team and in the case of a misdelivered package, following up with the driver(s) for that route. The facility has
concluded the investigation and unfortunately was unable to locate your package.Please reach out to your seller for further assistance.
Thank you,
Corporate Escalation SpecialistInitial Complaint
Date:12/01/2023
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.
Ontrac has claimed to deliver my package but it has been missing 11/18 and neither ******* **** or ontrac will help. Ontrac claims to not be able to find my package but shouldn’t they have the confirmation/proof from the person who delivered it? I have a 24hr security that receives packages and they never got the package on the day it was “delivered”. I even waited the three days like they suggest. I really hope that either my package is found or I am compensated for the lost goods. ******* **** won’t help since ontrac claims it was delivered. Both Ontrac and ******* **** have let me down. Thank youBusiness Response
Date: 12/19/2023
December 19, 2023
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, your package was lost by Lasership. Please reach out to your seller for further assistance.
Thank you,
Executive Escalations Specialist
OnTrac Customer ServiceInitial Complaint
Date:11/18/2023
Type:Order 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.
ONTRAC, formally lasership, has 3 of my packages and won't deliver them. They are using lasership tracking numbers and holding packages in ***********. I can provide order and tracking information. Please just deliver my packages.Customer Answer
Date: 11/30/2023
***************, ***************,
***************
Above are the three tracking numbers, some of them are showing as delivered but **** camera footage shows no such delivery.
Business Response
Date: 12/06/2023
December 6, 2023
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 packages *************** and *************** were delivered, however due to facility delays were not delivered on the expected
delivery date. *************** was placed on hold and returned to your seller.Please reach out to your seller for assistance
Thank you,
Corporate Escalation Specialist
Ontrac Customer ServiceCustomer Answer
Date: 12/07/2023
[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:
Ontrac reached out to provide pictures via email of the supposed delivery confirmation. I replied with the attached photos. They are very clearly using ***** package deliveries as photos for their own deliveries. To date I have not received a package from ontrac/lasership. People in the same complex also have not received packages and have video footage of the drivers NOT DELIVERING PACKAGES BUT SEARCHING THE PROPERTY BY FLASHLIGHT. Several other packages have been missing after ontrac/lasership "delivers". Please take appropriate action and deliver my items.
Regards,
*********************Business Response
Date: 12/12/2023
December 12, 2023
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 standard operating procedure when any package is lost, misdelivered, or otherwise not received including returned packages, is to conduct a thorough
investigation. This includes but is not limited to, reviewing all sorting loading and delivery procedures, along with driver interviews. The facility has concluded this
process and your package was not located. Unfortunately, we are unable to further assist. The next step in the process would be to contact your seller for
assistance.Thank you,
Corporate Escalation Specialist
OnTrac Customer ServiceCustomer Answer
Date: 12/12/2023
[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: the investigation the business has "completed" was poor and substandard. Marking several packages as "held for pickup" and then not providing an address is poor customer service. Then marking those same packages as delivered while using ***** pictures is fraudulent business practice. The sellers have been contacted and I cannot receive a refund as you have marked the packages as delivered with pictures from other carriers.Please provide an address for the fulfillment center and where packages are "held for pickup". I plan on filing a police report and need the correct address for a criminal complaint.
Regards,
*********************Business Response
Date: 12/12/2023
Team,
Please find our response to this complaint. Please reach out should you have any questions or concerns.
Thank you,
*****
Executive Escalations Specialist
OnTrac Customer Service
******************************
************Business Response
Date: 12/13/2023
December 19, 2023
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 standard operating procedure when any package is lost, misdelivered, or otherwise not received including returned packages, is to conduct a thorough
investigation. The only photo we have is for package ***************:Our drivers do not take pictures of other couriers’ packages unless they are at the location at the time of delivery.
The location for your area where packages are processed for delivery or approved pick up is:
** ******* ***
Ste *
Franklin MA *****Thank you,
Corporate Escalation Specialist
OnTrac Customer ServiceBusiness Response
Date: 12/19/2023
Team,
Please find our response to this complaint. Please reach out should you have any questions or concerns.
Thank you,
*****
Executive Escalations Specialist
OnTrac Customer Service
******************************
************Customer Answer
Date: 12/19/2023
[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, while not satisfactory is complete to me. I plan to file a local police report as these items have not been delivered and ontrac is using pictures of other deliveries as "proof". Other members of the community are also experiencing the same losses.
Regards,
*********************Initial Complaint
Date:11/16/2023
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.
Driver threw box in the air and kicked the bo several times as if to be playing soccer. This occurred on 11/11/23 pkg delivered to **** ********* at 10?40 a.m. Driver and inappropriate handling has been captured on my **** Video. Driver doesn't seem to be very smart as most households have camera devices installed. There were several items in the box, one was an expensive bottle of men's cologne and a gift weekend bag. The bottle of cologne was damaged and the cologne spilled in the box and on the other item. I have been in communication with ****** CONSUMER on three different occasions and attempted to call and contact OnTrac. They have an automated answering machine and one is not able to speak with anyone. I had to discard the box with the cologne as the smell over shadowed my house. I have the footage of the driver but I am unable to attach it.Customer Answer
Date: 12/28/2023
Order and send me the men's *******, ****** ******* which was broken due to driver package abuse that appears on my **** Camera.Business Response
Date: 01/02/2024
January 2, 2024
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.Thank you for making us aware of this incident, and I apologize for any frustration this has caused. The facility has been notified management at the delivery facility,
and they have addressed our delivery procedures directly with the driver on your route. Please reach out to us with any questions or concerns.Thank you,
Executive Escalations Specialist
OnTrac Customer ServiceCustomer Answer
Date: 01/03/2024
[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:
ON TRAC should reimburse me for the broken bottle of ****** men's perfume as a result of the drivers abuse of my packageI purchased this item from ***** ******. I encourage them to visit their website: ****** "wanted Eau de Parfums 3.3 Oz is $110.00 plus 10.25% tax in California.
Regards,
**********************************Business Response
Date: 01/08/2024
January 8, 2024
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.Please provide footage of the incident in question so OnTrac may take proper action internally. We encourage you to reach out to **** ****** as well to
facilitate assistance. As OnTrac has had no direct financial interaction with you as a consumer, we are unable to process any form of monetary restitution at this
time. Refunds, reshipments, etc are all processed entirely by the Seller (**** ****** in this case).Thank you,
Corporate Escalation SpecialistCustomer Answer
Date: 01/10/2024
[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: ********************************** <***********************************>
Date: Wed, Jan 10, **** at 11:46 AM
Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
To: Better Business Bureau <[email protected]>
I will not provide my footage on thr OnTrac driver has the response states that OnTrac is not going to reimburse me. So, the is no point in providing anything. They suggest I reach out to **** ******! Why they didn't damage anything.
I would like to keep my complaint against OnTac posted as I will never request it be deleted.
Thank you.
**********************************
Regards,
**********************************Initial Complaint
Date:11/16/2023
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.
It was stated by this company that they delivered a package to my residence, but it was never found.Business Response
Date: 11/30/2023
November 30, 2023
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.When any package is lost or otherwise not delivered, the facility conducts a thorough investigation. This includes, but is not limited to, reviewing all available
surveillance tapes, following up with the sorting team and in the case of a misdelivered package, following up with the driver(s) for that route. The facility has
concluded the investigation and unfortunately was unable to locate your package.Please reach out to your seller for further assistance.
Thank you,
Corporate Escalation SpecialistCustomer Answer
Date: 12/04/2023
[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:11/13/2023
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.
This has happened multiple times, but this complaint is about the most recent time. As a consumer, we do not have a choice in which shipping parter a company chooses. I placed an order with a company, and paid said company for shipping. My package was shipped out on November 6, and was supposed to be delivered on November 8. It is now November 13. The website states that my order has been loaded and sitting on a vehicle, waiting to be delivered for SIX days. I have reached out to Lashership/Ontrac multiple times, and never received a response. After finally being able to reach them via text, they basically said they could not find my package, I’m out of luck and they couldn’t give me any more information. As I mentioned this has happened before. Not that it’s their business, but it was a winter coat for my child and I really needed it for him, not to mention, money wasted. Their customer service is non existent and they are completely unreliable, losing people’s purchases. This is the final straw. Someone needs to do something about this company. They just keep updating the delivery date to the next day & it was supposed to be delivered in 5 business maximum. We are well over that now, and then for them to say they have no idea is completely unacceptable. Also, it’s worth mentions that the facility that my order has been for 6 days is roughly only 1 hour at most from my home, which is the delivery address.Customer Answer
Date: 11/27/2023
I received an email on 11/20 stating that my order was delivered to my front door at 3:36pm. It was NOT. I was home at the time, and nobody delivered anything. Just to be sure, I checked the front of my house, bushes, garage, mailbox, everywhere. I also asked my neighbors in case it was left there and no one had it either. So I dont know why it was randomly marked as delivered, because it wasnt. I have not reached out to Ontrac regarding this. I know that this has happened to many other people and they need to be held accountable and provide better service to consumers.Business Response
Date: 11/28/2023
November 28, 2023
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.When any package is lost or otherwise not delivered, the facility conducts a thorough investigation. This includes, but is not limited to, reviewing all available
surveillance tapes, following up with the sorting team and in the case of a misdelivered package, following up with the driver(s) for that route. The facility has
concluded the investigation and unfortunately was unable to locate your packages. Please reach out to your seller for further assistance.Thank you,
Corporate Escalation Specialist
OnTrac.comCustomer Answer
Date: 11/28/2023
[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:11/12/2023
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.
On August 16th I ordered a power tool set worth over $100 from ********** to be delivered to my house. On August 18th my package was marked as being delivered by On Trac. However nothing was left on my doorstep and my sister, who works from home, said that no delivery truck or person ever came to the house. I contacted ********** Customer Service who contacted On Trac. On Trac told the **** ***** rep that the package was delivered so the matter was closed as far as Ontrac was concerned. The **** ***** rep couldn’t do anything about it and told me to I dispute the charges with my bank. I try to dispute the charge with my bank but because the package is marked as Deliveted, my bank would not resolve the issue. I suspect the OnTrac driver stole my package as it was never delivered because nobody ever came to the house. I am including screenshots of my correspondence with OnTrac, who do not have proof of delivery -no photo on my doorstep, etc. **** ***** put in a claim on my behalf with OnTeac, who closed it by saying they show it was delivered, but they have no proof. I emailed OnTrac again, asking them to prove that the driver’s GPS was at my home but I haven’t heard back yet.Business Response
Date: 11/22/2023
November 22, 2023
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.When any package is lost or otherwise not delivered, the facility conducts a thorough investigation. This includes, but is not limited to, reviewing all available
surveillance tapes, following up with the sorting team and in the case of a misdelivered package, following up with the driver(s) for that route. The facility has
concluded the investigation. If you do not have your package, please reach out to your seller for further assistance.Thank you,
Corporate Escalation Specialist
OnTrac Customer ServiceCustomer Answer
Date: 12/02/2023
[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:
They didn’t offer any details/proof that they concluded their internal investigation (I.e. gps proved the driver went to my house, etc). They keep referring me back to the seller, **** *****, who I reached out to first and who recommended I contact OnTrac. They deliberately have me “hitting a wall” with them.Regards,
***********************************Business Response
Date: 12/12/2023
December 12, 2023
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 standard operating procedure when any package is lost, misdelivered, or otherwise not received including returned packages, is to conduct a thorough
investigation. This includes but is not limited to, reviewing all sorting loading and delivery procedures, along with driver interviews. The facility has concluded this
process and your package was not located. Unfortunately, we are unable to further assist. The next step in the process would be to contact your seller for
assistance.Thank you,
Corporate Escalation Specialist
OnTrac Customer ServiceBusiness Response
Date: 12/12/2023
Team,
Here is the response to this rejection. Let me know if you need anything additional.
Thanks,
*****
Business Response
Date: 12/12/2023
Team,
Here is the response to this complaint. Let me know if you need anthing additional.
Thanks,
*****
Customer Answer
Date: 12/13/2023
[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:
They told me they cant locate my package and told me to contact the seller. My first step after not receiving my package was to contact the seller, who refused to refund my money and told me to contact OnTrac, who tells me to contact the seller, etc. They cant show where it was delivered to even though they claim they delivered it to me and I am running around in circles between OnTrac and the seller.Regards,
***********************************Initial Complaint
Date:11/06/2023
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 a huge order from **** *** **** *****. They sent the package to OnTrac for delivery. I received a text the item had been delivered. Upon checking the proof of delivery, the photo was not at my house. I found the house up the street, went there, was told they gave the package back to the driver. I had to contact OnTrac several times as the delivered was never updated. OnTrac says there was nothing they can do. I received a text today, package out for delivery. Then it shows delivered again, although this time there is no photo as proof of delivery. Also the updates shows address dispute, to contact them. Therefore, I reached out again, they said it was delivered. I asked for proof of delivery. Now they are saying to wait another two days to investigate?I just want my package.Business Response
Date: 11/24/2023
November 24, 2023
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.When any package is lost or otherwise not delivered, the facility conducts a thorough investigation. This includes, but is not limited to, reviewing all available
surveillance tapes, following up with the sorting team and in the case of a misdelivered package, following up with the driver(s) for that route. The facility has
concluded the investigation and unfortunately was unable to locate your package.Please reach out to your seller for further assistance.
Thank you,
Corporate Escalation SpecialistInitial Complaint
Date:11/06/2023
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 consistently have issues w/this delivery company. They've delivered my pkg to the wrong house and did absolutely nothing about it. Now, I was expecting a pkg to be delivered on 11/4, then 11/6, but tracking states they require more information and keep moving the date further out. First, they said they address was incomplete, yet I confirmed several times, it was correct. Then they said they needed more information/delivery instructions. I've provided delivery instructions for every shipment and the drivers ignore them. I can't speak to anyone by phone. Everything is either text, email or chat. Calling their number gets me an automated system that does nothing. The retailer that uses this farce of a company, ** ******, won't do anything unless the pkg has been lost for at least 2 wks. I believe the pkg won't be delivered b/c it was either lost or delivered somewhere else.Business Response
Date: 11/13/2023
November 13, 2023
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 your package was delivered; however, it was not delivered on the expected delivery date. Please reach out to your seller for further assistance.
Thank you,
Corporate Escalation Specialist
OnTrac Customer Service
OnTrac.comCustomer Answer
Date: 11/14/2023
[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 they won't take responsibility for their mistakes/incompetence. lt wasn't the retailer's fault their driver delivered one pkg to the wrong address b/c the address was correct. I still have that label. The address for the overly delayed pkg was also correct b/c I contacted the retailer to verify what they provided. As a matter of fact, during one of the many, many "chat" sessions w/OnTrac to verify my address, their agent said there were issues w/the OnTrac facility that had to make the delivery.
Regards,
*************************Business Response
Date: 11/22/2023
November 22, 2023
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 standard operating procedure when any package is lost, misdelivered, or otherwise not received including returned packages is to conduct a thorough
investigation. We have contacted the facility to review or delivery process with all drivers to ensure this does not happen going forward. Your seller has been
contacted to further assist you.Thank you,
Corporate Escalation Specialist
OnTrac Customer ServiceInitial Complaint
Date:11/06/2023
Type:Product 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.
We have contacted this company on text, chat and email and we have yet to receive our package. All week last we they kept saying that they updated the address as the merchant left off our Apt number. We immediately contacted leadership and was told everyday that our address has been updated and our package would be delivered in 1 to 2 business days and we would never receive it. We have asked for a Supervisor callback and we haven't gotten that either. Now we got an email back yesterday saying that they can't find our package. The company we purchased it from said there is nothing else they can do because it is showing your company has the package. I am writing here to try and get our package. We even offered to go pick it up and now they can't find our package. What a horrible way to do business. I work in customer service for 25 years and if I treated customers the way you treat customers I would have been out of a job a long time ago. But you keep getting away with stealing packages from people who can't afford to rebuild the same packages that your employees must take and just because you have an A rating on here does not mean that you are an A company to the customers that you are delivering too. Money hungry horrible service and stealing company. I hate that companies still use your services. I will make sure that any companies I deal with in the future do not use your services to deliver my packages. I may be one but I will spread this experience all over social media and then maybe you will provide better service or not deliver packages any longer.Business Response
Date: 11/24/2023
November 24, 2023
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 your package was delivered, however due to facility delays, it was not delivered on the expected delivery date. Please reach out to your seller
for assistance if your package was not delivered.Thank you,
Corporate Escalation Specialist
LaserShip Customer ServiceCustomer Answer
Date: 12/01/2023
[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: they are not taking any responsibility and they are liars because the package was not delivered on any date. This company doesn't care about anything but the money they make not delivering packages. I have written a letter to the company that uses them and advised if any more of my packages are set to be delivered by this horrible company I will cancel everything order from now on. Oh and I still haven't received a Supervisor callback that I was promised by your horrible chat agents.
Regards,
*********************Business Response
Date: 12/12/2023
Team,
Please find our response to this complaint. Please reach out should you have any questions or concerns.
Thank you,
*****
Executive Escalations Specialist
OnTrac Customer Service
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