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:10/18/2023
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 left my package on my porch, snapped a picture and then picked up the package and left with it. It was a heavy and expensive package. After contacting them they blocked me from contacting or accessing their websites.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. If you did not receive your package please contact your seller for assistance.
Thank you,
Corporate Escalation Specialist
OnTrac.comInitial Complaint
Date:10/17/2023
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 a package from ********** who uses ontrac (lasership) for deliveries. My package was scheduked to be delivered per ********** and the shop app on 10/16... nothing. It updated to delivery for today 10/17.... nothing. I received a notification that due to security at my residence, my delivery couldnt go through. Lies.... theres a sign as big as ever that says deliveries use a specific entrance which was at the next corner. The driver was lazy and left with my package. I tried reaching out yo customer service via phone...nothing. They make you text a number with generic responses that provide no help! This is literally the worse delivery service ever and they genuinely need to be shut down. I hate 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.Our tracking indicates your package was delivered, however due to facility delays, it was not delivered on the expected delivery date. Thank your confirming your
delivery.Thank you,
Corporate Escalation Specialist
Ontrac Customer ServiceInitial Complaint
Date:10/17/2023
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.
One of the many people with their package likely stolen ***************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 SpecialistInitial Complaint
Date:10/17/2023
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.
The drivers for this company are purposely holding my item and refuse to deliver my item when promised. This is not an isolated incident as this has happened at least 4 times in the past few months. They claim that they attempted a delivery when they never even came by my house or rang or knocked on my door. This seems to me like they are trying to figure out what is in my package so they can decipher whether or not to keep it, or they have simply noted my address to hold my delivery on purpose. There needs to be some kind of investigation with this company for this is happening way too often. The weather was perfect yesterday so we know the weather did not cause a "delay." I checked my app at 9:45 p.m. and it stated it was still on its way (I do have the screenshot on my phone - and yes I constantly refreshed the page so it was not updated until around 10:00 p.m.), than at around 10:00 p.m. they state there was an attempted delivery at 9:22 p.m. This was a lie for like I said before, they never came by. This ALWAYS happens with this carrier. Tracking number **********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. Please reach out to your seller
for assistance if your package was not received.Thank you,
Corporate Escalation Specialist
Ontrac Customer ServiceInitial Complaint
Date:10/17/2023
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 order clothes from ******* **** quite often. ******* **** contracts with a company called LaserShip for deliveries. I ordered some clothes from ******* **** and my items were said to ship and then I received a notification that my items were delivered. My items were never delivered and in fact I was outside with my dog at the time of the allege delivery. I sent Lasership video footage of my camera where you can see me walking pass my camera as well as a wide time frame so they can see no package was delivered. They pretty much stop responding and won't rectify or attempt to find my package. ******* **** stated they are not responsible for lost items from a deliver service that they choose to use.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.comCustomer Answer
Date: 12/01/2023
I'm sorry I'm just seeing this. I'm not sure what to do at this point. I requested a refund with my bank because I still haven't received my items.Initial Complaint
Date:10/16/2023
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.
My package was delivered on Saturday to my work business which is closed for the weekends. My package was stolen.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:10/16/2023
Type:Sales and Advertising 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.
Item Purchased from ******** ***** ********** 10/6/2023. OCTOBER 10 7:39 AM | VIRGINIA BEACH, VA Your package has been received by OnTrac Facility. OCTOBER 10 7:40 AM We're sorry your package was routed incorrectly & is en route to your local facility. Please continue to check your tracking for real time updates. Reached out to Lasership & ******** ***** Customer Service on Fri 10/13. Lasership states "We apologize for the inconvenience and frustration. Package was missorted to incorrect facility. I am going to start an investigation on this package with that facility and request an update. If you don't receive an update in your tracking within 2 business days, please contact your seller for further assistance." OCTOBER 16 Again reached out to company after receiving no updates. They stated I'm sorry for this experience. This package is deemed as missing unfortunately. What I'm going to do is send you an email to forward to your seller in order to resolve this issue.No movement in over 5 days unfortunately.Due to policy if the tracking hasn't update in over 5 days it is deemed as missing. Forward this email to your seller as soon as possible in order to resolve this issue.". American eagle had stated they are unable to do anything for 2 weeks due to company policy and this package was last seen with Lasership. It is clear that my package has been stolen from an employee at Lasership, who has taken absolutely no action to assist me in finding my package. This place has the most complaints I've ever seen via a delivery company in my LIFE. I spent over 100+ on a package for it to be taken and "missing" but oops they can't help you too bad. What a joke.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. Please reach out to your seller
for assistance if your package was not received.Thank you,
Corporate Escalation Specialist
Ontrac Customer ServiceCustomer Answer
Date: 11/21/2023
[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:10/15/2023
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 paid for expedited shipping for an order from **** on 10/8. The vendor provided an estimated delivery date of 10/10.My package arrived at the local OnTrac facility at 9am on 10/9 where it has not moved since. OnTrac has provided no additional details on package status as of 10/15. This is simply not the expedited service I paid for. OnTrac support promises a response within 2 business days, however response to my support request was never received. OnTrac does not provide a phone number to speak with any customer representative. I am unable to determine whether my package has been lost and am unable to begin the return process with the vendor.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:10/13/2023
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.
Despite clear instructions and multiple complaints provided to the company, they continue to leave delivery packages in open, unsecured places in a large building with many hundreds of residents and visitors. Theft is prevalent. Not even the USPS leaves packages in open mailroom. They and all companies except OnTrac deliver directly to individual apartments. I have had FIVE misdelivered packages at a loss of time and money. Customer Service provides automated responses. They claim to investigate, but only end up referring me to seller.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.comCustomer Answer
Date: 12/08/2023
Of course, OnTrac did not find packages. That is their set response for all complaints. I knew that. They know that. It does not resolve my issue regarding their incompetent delivery practices and my loss of time and money.
Customer Answer
Date: 12/08/2023
Of course, OnTrac did not find packages. That is their set response for all complaints. I knew that. They know that. It does not resolve my issue regarding their incompetent delivery practices and my loss of time and money.
Customer Answer
Date: 12/08/2023
Of course, OnTrac did not find packages. That is their set response for all complaints. I knew that. They know that. It does not resolve my issue regarding their incompetent delivery practices and my loss of time and money.
Initial Complaint
Date:10/13/2023
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.
This is in regard to my recent order w/****** (6 items), made on 10/11-12/23 on Prime Deals Day & tracking number # **********. I am raising this issue ahead of time b/c I know Lasership (LS) is NOT a reliable or responsible carrier when it comes to the timing & safety of delivering my packages EVER. Since 2017, me & my brother have called ****** MANY TIMES about LS & stated for the record "NOT TO EVER USE "LS" AS A DELIVERY CARRIER FOR MY/HIS ****** PACKAGES!!!". The major concern in this complaint is that LS will definitely delay delivering to me, by a day late, IF ANYTHING. They are supposed to come today on Fri 10/13/23 by 9 PM but was also told by the ****** agent & supervisor that LS will deliver Saturday. Even though their app & website say Friday. Whenever anything is given to LS, they always claim they "attempted to deliver" from their Maspeth, Queens location when they are not too far away from my address. They even complained about my address not being accessible & that's always a lie. LS does this b/c they love "inspect" ppl's packages & potentially steal from them too. In some cases, they never do deliver, claiming the package "missing" after a so-called "attempted delivery". LS will most likely steal the most expensive items in my whole transaction (which is an OTC item I medically need). LS has robbed me before with my ******* order/package back in May/June 2023 with my limited edition hair care products that ******* could not send me a replacement for. The female driver in question who usually delivers to me (if anything) broke into the seal from the bottom of the box & resealed it as if it was never broken into. ****** repeatedly ignores my request to deprioritize LS to handle/deliver my packages & I hate LS with every bone in my body. I am willing to go out to the media about this. I am so sick & tired. I know LS will not give me my package. I want LS to contact me. Also, I want a refund for all my items that will possibly be "lost" or "missing".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.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.com
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