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.
- 1,167 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:10/19/2023
Type:Service or Repair 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.
I do not want Ontrac as my delivery service!! This company has gave me nothing but problems getting my goods delivered. They say they can't deliver because they need a code to get into my apartment complex...there is no code needed, anyone can walk in through the gate, it is unlocked!! I cannot stand this incompetent company!!!Business Response
Date: 11/17/2023
November 17, 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. If you do not have your
package, please contact your seller.Thank you,
Corporate Escalation Specialist
Ontrac Customer ServiceCustomer Answer
Date: 11/20/2023
[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:10/19/2023
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 have statements between ******* **** claiming that my items were delivered when in fact this is untrue false and fraudulent. They have stolen from me. ******* **** source through a third party company On Trac (who has also failed to resolve my issue) which my leasing office informed are known to have fraudulent acts within my community. The package that I have not received is stating that someone signed off on it and it was delivered. At the time of the said package being delivered I was in home I am a therapist and I was actively in session with one of my clients and not home- in which I have proof. No other individuals live in my home-in which I have proof. I've checked with my leasing office and they do not have this package nor have they ever seen it delivered. The signature that they claimed to have is not my signature in which I can also verify. I’ve been dealing with this issues for close to a month with no resolution. I’ve asked to talk to the supervisor on staff in which I have been denied. One statement that they made included that they ship my items in seperate boxes weeks apart. I received one package in which they left on the floor in the common area. My apartment staff placed it in the actual concierge box. There's signs in both the common areas that states to place all items in the concierge box. The one box I did received was on the floor. I am out of $200 plus dollars and that have not provided me with a replacement nor refund as I have documents to verify my statements. I need help resolving this issue as they have continuously refused to accommodate their error.Business Response
Date: 11/17/2023
November 17, 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.comInitial Complaint
Date:10/19/2023
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.
I ordered something from fashion nova the delivery person says they delivered my package never got it never was delivered don't even show proof of delivering it LASERSHIP stole my packageBusiness Response
Date: 11/17/2023
November 17, 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.comInitial Complaint
Date:10/19/2023
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.
I purchased items from ******* ****, and I did not know the shipping carrier was Laser Ship because I had an issue with them before. My package was getting delivered to my PO Box because I would not be home in the city those days to grab my package from my home. I chose to use my PO Box as I should have been able to do because as a shipping company I assumed they knew shipping procedures, and where to take packages especially when being delivered to USPS since they are located in a country that used USPS and the primary mailing service. I had to catch a **** to the location minutes later when I seen the package location said front door. I got to the location went in the open lobby and did not see my package. The gate was open for them to take my package around back to the delivery area and they failed to do that. I literally just got the money to get clothes...and it was a sale that is why the price is so low. This was a true slap in the face.Business Response
Date: 11/17/2023
November 17, 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.comInitial Complaint
Date:10/19/2023
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.
Lasership has reported packages as being delivered on 3 separate occasions in the last 2 weeks and they have never been delivered. From ******* and ********* And I know it's not an ******** specific issue since I received a package from them that was not fulfilled by lasership.Business Response
Date: 11/17/2023
November 17, 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,
OnTrac.com
Corporate Escalation SpecialistInitial Complaint
Date:10/19/2023
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 placed a order with fashion nova on October 2nd and it was shipped on October 7 with lasership. Lasership delivered package to the wrong apartment number which resulted in me never getting my package. I submitted a copy of my lease to them in addition to my id but the have refused to take any responsibility. I have knocked on the door where the package was left since day of delivery but these tenants are clearly avoiding me because they never respond or open the door. ******* **** sent me to lasership and lasership sent me back to fashion nova and neither wants to take responsibility. I do not think it's fair at all I have done my share trying to track this package down and putting myself in danger because I do not know this family when the error was not mine.Business Response
Date: 11/10/2023
November 10, 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.comInitial Complaint
Date:10/19/2023
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.
Lasership keeps contracting with companies like ********* etc. And STEAL/don't deliver. Please read the attached link for a full rundown. I have never not had an issue with them. Ever. Even in different states. I feel like I can't shop online at Nordstrom/rack because they use lasership. PLEEEEASE someone look into them. They have horrible reviews all over. Drivers and employees known to steal. Please shut them down. Please. My current order just didn't get delivered because they marked address issue. Well my address was correct on ********* online. It was correct in my order confirmation email but the apartment is missing on lasership. Apparently they're known to do this. I contacted via chat multiple times (they have NO phone number) and each different agent kept giving me back the same address without the apartment number despite me correcting them. ************************************************************Business Response
Date: 11/17/2023
November 17, 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.Your package was delivered to the address on file. Unfortunately, we were unable to recover your package from this address and reroute it to the new address.
Please reach out to your seller for further assistance.Thank you,
Corporate Escalation Specialist
OnTrac.comInitial Complaint
Date:10/19/2023
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.
Track # *************** delivered to incorrect address as photo taken by Lasership shows on tracking app Delivered 09/09/2023 on 1st floor . I live on the 5th floor 5E. Access available to my building.Track # *************** 09/15/2023 package delayed indicating that there was no access to enter the building. There are buttons in front of building with clear instructions on what number bell to ring to gain e e entrance.Track states package will arrived Sunday 09/17/23, yer package does not arrived .The chars offered to communicate with Lasership is via live agent chafing and this just a scam. All responses with a live agent came back with a response that they will try redelivery in 2 days. I chatted with live agent on 09/15/2023,09/16/2023,09/17/2023,09/18/2023,and today each time same response , the package will be delivered in 2 days. Today I get notified that the attempt to deliver the package failed because my address is incomplete . My address is not I completed it is accurate.I want Lasership to deliver my packages immediately and to send someone that understand how to ring a bell to gain access to my building. Or to sent package back to merchant so that they can sent it to me with a courier whom knows how to gain access to a building, such as **** and ******Business Response
Date: 11/15/2023
November 15, 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: 11/20/2023
[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:1. The lack of accountability
2. The packages where not delivered 12 Packages in total returned to sender
3. The merchants attempted to send the packages three times and all three times it was returned to sender.
4. No explanations provided
3. A *** employee called my access point and was coaching her to admit to having refused packages, because I am "problematic." Words used by the *** employee
4. *** has not resolved these past undelivered packages.
Regards,
***********************Business Response
Date: 11/24/2023
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
******************************
************Initial Complaint
Date:10/19/2023
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.
I want to report shipping company, LaserShip. They reported a box was delivered to my building on October 9 at 2 PM (*********** building ********* ******). Despite contacting back they only concluded it was delivered and to see if there was a picture on the delivery. I explained that I was not the only person who did not receive package from on Oct. 9, but they never followed up to look further. They only suggested to contact the shipping company. Seeking LaserShip to be help to standard on procedure to take with customers and making sure things are done in accordance. This does not assure that a process will be followed is something similar happens. My desk person is also someone consistent and was not the initials that package claimed the person was. Despite this and explaining there was another person at my building experiencing the same issue, nothing was done. Hoping for more of an explanation on what occurred since proof can be shown that a delivery did not occur though claimed by LaserShip. Order was from ****************Business Response
Date: 11/17/2023
November 17, 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.comInitial Complaint
Date:10/18/2023
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 was hired by **** to deliver packages purchased through ****. On October 17th, Ontrac lied about delivering my merchandise to my home. I have security cameras on my porch and above my garage. There was never a delivery attempted made as they claimed. Still they reported to the seller the delivery was made. I filed a police report because the courier has falsified information to **** of delivering a package to me that never happened. The police officer looked at am security camera footage. **** will not refund my money because Ontrac lied about delivery. It is clear they refuse to be honest and will not provide proof that it was delivered by thier driver. So they stole my package stated it was delivered when that is a complete lie. I am out of the money and out of my merchandise. The goods cost of this transaction was $62.34. I am wanting to report this business for committing fraud and theft by stealing. In addition, they claimed to have delivered another package as well from **** which never happened either. Now I have 2 separate packages they claimed and marked delivered that in fact have not been. My security cameras have recorded footage of evidence to prove delivery attempts were never made. So the grand total I am out of is $92.85. This money was paid to the seller.Business Response
Date: 11/14/2023
November 14, 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 mis-delivered package, following up with the driver(s) for that route. The facility has concluded the investigation and unfortunately was
unable to locate your package. If you do not have your package, please reach out to your seller for further assistance. Regrettably we are unable to further assist in this matter.Thank you,
Corporate Escalation Specialist
OnTrac Customer Service
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