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Business Profile

Delivery Service

OnTrac

Headquarters

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.

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    Please enter a valid location.
    • OnTrac

      14850 Thompson Rd Chantilly, VA 20151-1029

      BBB accredited business seal
    • Ontrac

      1470 River Ave Pittsburgh, PA 15212

    • Lasership

      6300 Highlands Pkwy SE Smyrna, GA 30082

    • Ontrac

      10738 Dutchtown Rd Knoxville, TN 37932

    • LaserShip Inc.

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

    Customer Complaints Summary

    • 3,433 total complaints in the last 3 years.
    • 1,162 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/08/2022

      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 have had 2 packages “delivered” from Lasership but it was not to my house. They claimed they had proof but never provides any documentation of proof of delivery. Both packages came from ***** and we gifts to family members. I’ve had to call ***** for refunds bother time because Lasership steals packages and/or delivers them anywhere and everywhere but you home. I do not live near the ***** store so ordering online is my only option, however, if these crooks are not delivering my packages to my address, I can no longer order from a business I love because of the terrible delivery service they use. Below are the tracking and correspondence with Lasership. This was in July. There is no proof. I have no package. This happened this past Saturday as well.

      Business Response

      Date: 12/14/2022

      December 14th, 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.

      We apologize for the misdelivery and for the inconvenience this has caused. Since you purchased the item from a third party, we are unable to refund you directly. We have notified your seller of our error. 

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

      Best wishes
      Sam
      Corporate Escalation Specialist
      LaserShip Customer Service

      Customer Answer

      Date: 12/22/2022

      [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: this has happened twice and how do I know if anything I order in the future that will use this delivery service, will this happen to me again?

      Regards,

      ******* *******
    • Initial Complaint

      Date:12/07/2022

      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.
      I ordered Christmas PJs from ******* around Black Friday. To my dismay, LaserShip was the carrier. When I was notified that my package was delivered, I searched all around my house, our garage, camper, etc. and could not find it. I then contacted neighbors to see if they had it by some chance because this is not the first time we've had issues with LaserShip. I cannot even say it was the second time. We have a horrible issue with them in my area and it's getting ridiculous. I ended up getting lucky and was able to locate my package due to it being delivered to someone down the road, on another road, to someone we personally knew. Something needs to be done! I understand it's Christmas time and it's busy but to leave a package at a residence that isn't even on the same road as the address, that's unacceptable! Oh and I unfortunately have another package being delivered by them and even called today to tell them to please call me if they need help finding my home. Got a notification just a few minutes ago saying they could not deliver it. And now I can't get through on the phone to speak to someone about it! Do better!

      Business Response

      Date: 12/13/2022

      December 13th, 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.  

      When we receive any complaint regarding a driver, the facility conducts a thorough investigation. This  includes, but is not limited to, reviewing all available delivery scans, available pictures and driver  interviews. The facility has taken these steps to ensure all drivers are following the proper delivery  procedures. Should you have any questions or concerns please contact us. 

      Best wishes, 
      Sam 
      Corporate Escalation Specialist  
      LaserShip Customer Service 

    • Initial Complaint

      Date:12/06/2022

      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 have contacted this company multiple times and asked them not to leave packages on my steps as they are not secure and anyone walking by can see them and steal them. I contacted them about a package that I never received. They sent me a picture of the package sitting on my top step as proof of delivery. I reached out to them again and advised them the package may have been left on my step but I did not get the package. Either their driver stole the package after taking the picture or someone walking by did not either way I never received it. They told me to contact the shipper who refused to refund me because according to them the package was delivered. The shipper stated I needed to file a lost package claim with the delivery company who would send them this information to process a refund or replacement. The delivery company refuses to escalate this and will not provide any information on filing a claim. Their website does not give any option other than contacting them via email. I have done that multiple times and I get the same response the package was delivered. The tracking number is 1LSCZM30014XOSF

      Business Response

      Date: 12/12/2022

      December 12th, 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.

      While the package was delivered to the correct address, we acknowledge that the driver did not follow proper delivery protocol upon releasing the package. Management at your local delivery facility has been notified and this has been addressed with the driver. Since you purchased the item from a third party, we are unable to refund you directly.

      Please reach out to your seller for further assistance. Please reach back out to us if we can help in any other way.

      Best wishes,

      Sam
      Corporate Escalation Specialist
      LaserShip Customer Service

      Customer Answer

      Date: 12/19/2022

      [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: I do not see any response. The only attachment provided is the email from BBB.

      Regards,

      *************************
    • Initial Complaint

      Date:12/05/2022

      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 was told this package was delivered on Sunday, December 4th. I never received my package. I checked tracking my information and it was sent out for delivery on 12/4/22 at 9:27 AM at their Doral, FL location and then it was delivered at 9:28. They forged my mother's signature and stole both of our packages which cost hundreds of dollars. They are scammers and have done this to about every customer I can find online.

      Business Response

      Date: 12/10/2022

      December 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.  

      We understand that you did not receive your package although the tracking reflected otherwise and for  this we do apologize. Your package was returned to your seller in error. Please reach out to your seller  for further assistance.  

      Best wishes, 

      Jordan 
      Corporate Escalation Specialist 
      LaserShip Customer Service

    • Initial Complaint

      Date:12/01/2022

      Type:Product 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.
      Again, Lasership did NOT deliver a package which they said they did. (see attachment)This was a pair of $200.00 earrings purchased from ******.com on 11/24/22.I have contacted Lasership via online messaging, ******.com and ******** Credit Card company.I have filed NUMEROUS complaints with the BBB against Lasership, I am almost ready to open a Federal Investigation on this company.I am SO sick of spending thousands of dollars online and NOT getting my packages.

      Business Response

      Date: 12/08/2022

      December 7th, 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. 

      While the package was delivered to the correct address, we acknowledge that the driver did not follow  proper delivery protocol upon releasing the package. Management at your local delivery facility has  been notified and this has been addressed with the driver. Since you purchased the item from a third  party, we are unable to refund you directly. Please reach out to your seller for further assistance. Please  reach back out to us if we can help in any other way.  

      Best wishes, 
      Sam 
      Corporate Escalation Specialist  
      LaserShip Customer Service  

    • Initial Complaint

      Date:11/30/2022

      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.
      Same as all the rest. Claimed my package was delivered this past Sunday. Someone signed for it. The signature doesnt remotely appear to be of anyone who lives at that residence and certainly not of the person who was listed as the receiver of the package. My cameras picked up no activity on the date they claim my package was delivered. They offer no remedy beyond, " we no longer have your package, contact seller for reship or refund " TROUBLE IS ITEM IS SOLD OUT AND WILL CONTINUE TO BE. THESE PEOPLE ARE THEIVES.

      Business Response

      Date: 12/05/2022

      December 5th, 2022 

      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 lost by Lasership and your seller has been notified. Please contact your  seller for further assistance. Please reach back out to us if we can help in any other way. 

      Best wishes, 
      Sam 
      Corporate Escalation Specialist  
      LaserShip Customer Service  

    • Initial Complaint

      Date:11/30/2022

      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 placed an order on ******* **** on 11/19 which was to be delivered on 11/25 by LASERSHIP; tracking # ***************. On 11/26, I noticed the tracking information said “attempted delivery” however, the package never left New Jersey (I am located in New York) .. additionally, it was being sent back to Virginia. I called and spoke to Vanisha who stated that this message was an error and that my package will be delayed. On 11/28, there was an update on the LASERSHIP tracking that stated additional information was needed from me to have this delivered. I called and spoke to Blaise who stated this is FALSE INFORMATION and that the system was having issues that were generating these notices on their site but to rest assure my package will be delivered by today, 11/30. It is now 11/30 and my package still has not moved, nor has there been an update on my tracking history which prompted call #3 to Lasership where I spoke to Anna. Anna proceeds to tell me that there is a delay with my package to which I requested she look at the notification that states additional info was needed from me. To my surprise, Anna tells me they cannot find my address upon trying to deliver. Why didn’t Blaise explain this to me? Why three calls? How can a shipping company not find an address they’ve delivered to PLENTY OF TIMES BEFORE?? Additionally, how can they say my address is hard to locate when my package never EVER left the state of New Jersey? How do I know my package has not been stolen? Why does Lasership lie to their customers? So many things wrong with this company and the way they do business. Moreover, I was unable to speak to someone in management regarding this (of course)

      Business Response

      Date: 12/03/2022

      December 3rd, 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  

    • Initial Complaint

      Date:11/27/2022

      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 placed an order with ******* **** I NEVER received my order. You cant speak to anyone and all the email responses seem to be auto with no reply. Im out $50 bucks and NO ONE CARES. I will never order from ******* **** again and it this LaserShip shipping company is a scam. You cant speak to anyone; you can get a live person response and because a package is marked DELIVERED its on me to figure out what happened. The delivery person has probably sold them because they know they can Cheat customers without consequences. Tracking Number:*************** I want my items purchased or a refund.

      Business Response

      Date: 11/28/2022

      November 28th, 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.  

      While the package was delivered to the correct address, we acknowledge that the driver did not follow  proper delivery protocol upon releasing the package. Management at your local delivery facility has  been notified and this has been addressed with the driver. Since you purchased the item from a third  party, we are unable to refund you directly. We have also notified your seller of the improper delivery  on our end, so that they may properly assist you. Please reach out to your seller for further assistance.  Please reach back out to us if we can help in any other way.  

      Best wishes,  

      Sam 
      Corporate Escalation Specialist  
      LaserShip Customer Service

    • Initial Complaint

      Date:11/20/2022

      Type:Service or Repair 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.
      Online retailer used Lasership for package delivery. Package marked delivered but package was never received. Company offers "photo" of proof of delivery which is a "stock" imagine photo. Photo is NOT the location of delivery addess- not even to point of being delivered to wrong address- as this SAME photo is used by the company as 'proof of delivery' for multiple deliveries. Also, the photo shows lovely GREENERY (trees/bushes) in the background- yet here in Ohio we currently have SNOW on the groung! I have to wait days to submit claim back to the online retailer for refund/reorder. Lazership should not be allowed to be a service provider due to their deceptful business practices.

      Business Response

      Date: 11/25/2022

      November 25, 2022 
      Dear * ******* ******, 
      Attached is a photo taken at the time of your delivery (Sat, Nov 19, 2022, at 11:09 AM); this photo  corresponds to ***************. Though delivered at the same time, the photo attached here was  taken from a different angle than the photo for your other package, *************** [BBB complaint  ********]. Snow can be seen in both photos. Additionally, we were provided with a different address for each of your packages (**** ***** ***** *** * & **** ***** ***** *** *). For future reference, please confirm the correct destination address (including zip code).  
      It also appears there may be some conflicting GPS/labeling information among multiple mapping  platforms (see attached screen shots). It may be helpful to provide cross streets or other landmarks to  confirm the physical location of your address, as inaccurate GPS info can sometimes be the culprit for  issues with delivery. Please contact us directly 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 business name, hours of operation, or other proper drop-off point. 

      Wishing you a pleasant evening, 
      Chris 
      Executive Escalation Specialist 
      LaserShip Customer Service 

      Customer Answer

      Date: 11/30/2022

      [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:

      You were employed by the retailers to deliver packages.  You failed to deliver the packages to the addresses on the packages.  I am aware two different addresses were on the two diffferent packages from the two different retailers.  The screen shot you show of ****** mapping is NOT specific to the delivery addresses.  **** is **** **** gas station and **** is ****** ***** and ******- both next door to each other with no cross roads or intersections- both RIGHT off I-**.  You indicate BOTH packages were delivered to the SAME address and photos were attached as 'proof' of delivery. yet the photos do not show the packages together and though you say the photo is of same place, 'just different' angles, that does not appear valid- different doors/windows/ chair vs no chair next to the door.   
      Ultimately the RETAILER has made this right as THEY have to absorb the cost of your company's FAULTY delivery.  The retailers have refunded my money and allowed me to reorder the items.  However, this does not make up for my time SEARCHING for the misdelivered packages and filing complaints, and going through process to have issues resolved.  When given the chance, I will NeVER ask that your company be used to deliver my packages.  I hope that retailers also see the MISDELIVERED/UNDELIVERED packages by your company as a financial drain on their business and seek to use alternative vendors for their needs.  

      Regards,

      * ***************************

      Business Response

      Date: 12/15/2022

      December 15, 2022 

      Dear *******, 
      Management at the Cleveland delivery facility has been notified and this has been addressed with the  driver. If you would like to provide the tracking numbers of any pending deliveries in the future, I can ask  management at your local LaserShip facility to directly oversee the delivery process; this will not only  ensure proper handling of your package or packages, but it may also help pinpoint an error or break in  procedure. If you have any further questions or concerns, please feel free to reach out to me directly by  responding to the email thread associated with ************@*****.com. 

      Thank You, 
      Chris 
      Executive Escalation Specialist 
      LaserShip Customer Service 

      Customer Answer

      Date: 03/08/2023

      [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:11/14/2022

      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 November 4 2022 from ******* **** Order #********* $129.11 Lasership was suppose to deliver my package November 11, 2022 never received it and they said they lost my package. They are the worst shipping company it's so many bad reviews and multiple people had this same issue. I believe my package was stolen. This is ridiculous! Don't even want to order anything because other companies use this shipping company as well. ******* **** is saying my order is still in transit and not issuing a refund. Lasership nor ******* **** isn’t helping with this issue. ******* **** doesn’t even have a phone number to speak to a live person only automated messages. I will not be ordering again worst experience ever!

      Business Response

      Date: 11/23/2022

      November 23, 2022 

      Dear ********** *****, 

      I am following up after a voicemail that was left for you earlier today. 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. 

      The investigation has been completed and we were unable to locate your package. Unfortunately,  your package has been lost by Lasership. Your seller has been notified, and our tracking has been  publicly updated. This is usually enough to ensure that your seller is able to proceed. Please reach  out to your seller for further assistance.

      Best wishes, 

      Jordan 
      Corporate Escalation Specialist 
      LaserShip Customer Service 

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