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
- 3,433 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:10/28/2022
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.
Lasership was supposed to deliver a package to me. Their records show they attempted delivery on 10/21 and 10/22. They did not - I have cameras and live in a home with no required access code. I exchanged several messages on 10/22 where I was assured it would be delivered in 1-2 business days. Then someone when back and falsified the records to show it had been delivered on 10/22.I have worked with the seller on the issue. However, given how many complaints I see about this and the lack of action in shutting down this dishonest company - i am filing a complaint. Tracking number is ***************Business Response
Date: 11/03/2022
November 3, 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 have been unable to confirm that your package, ***************, was delivered; the status is currently in the process of being updated to "Lost by Lasership". We apologize for the inconvenience this has caused. Since you purchased the item from a third party, we are unable to refund you directly, however we have provided you with a message that may be presented to your seller which confirms the updated “lost” status. Please contact your seller directly for further assistance. Please reach back out to us if we can help in any other way.
Thank You,
Chris
Executive Escalation Specialist
LaserShip Customer ServiceBusiness Response
Date: 11/25/2022
November 25, 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.
The delivery instructions for your location have been forwarded to the facility and have been reviewed with all drivers on this route to prevent any future mis-deliveries or missing packages. Additionally, these instructions have been added to your account permanently.
Thank you,
Kevin
Corporate Escalation Specialist
LaserShip Customer ServiceCustomer Answer
Date: 11/30/2022
[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:10/24/2022
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 several occasion driver is being recorded throwing packages into my glass door. Package is market fragile but he continues to throw them. Driver is being recorded. Video has been sent to Lasership customer care after complaint was supposedly reported.Business Response
Date: 11/02/2022
November 2nd, 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. We have received your complaint and the video you have provided and forwarded it to our delivery facility management. 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 ServiceInitial Complaint
Date:10/17/2022
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 an order from the company ******* **** and my package was delivered to my front door by Laser Ship on Monday 10/10/2022. My package was not delivered. There was not an attempted delivery. I was home all day and never heard a knock at the door. According to the **** App that is used to track all of my packages, my package was not even delivered to my city (Muncie, IN), but to a town more north. I have attached a screenshot of this. My neighbors also have a **** doorbell that would have captured my package being delivered and/or stolen. The ******* **** website states that they do not take responsibility for incorrectly delivered shipments if the address information provided was incorrectly entered, however, in my case it was entered correctly. I feel that neither companies responses were sufficient and I am looking for more assistance than what they gave me. ******* **** will not assist me because Laser Ship claims that they delivered my package. Laser Ship will not assist me because my package was marked as delivered. This is very frustrating considering that I spent a lot of money on something and have no clue what happened to it. I feel as if I practically threw the money away and neither company is helping to come up with a resolution. I would appreciate receiving the package but if they cannot do that then I want a refund.Business Response
Date: 10/23/2022
October
23, 2022Dear ****,
First and foremost, I would like to sincerely apologize for the
issue that led you to file a complaint.? Your issue should have been addressed
and resolved expeditiously.? Below I have included the text of an email that
has been sent to your seller, ******* ****.? I am hoping this will clear up any
possible confusion caused by our error, for both your benefit and the seller’s
benefit.? If you have any further questions or concerns, please feel free to
reach out to me directly by responding to this email.? If you prefer to speak
on the phone, you may also reach our Customer Service Department at
804.414.2590 and simply mention that Victoria is managing your case.
Again, we apologize for the frustration this has
caused.
Thank you,
Victoria
Corporate Escalation Specialist
LaserShip Customer ServiceUnfortunately, LaserShip is
unable to confirm control of this package and is deeming the status “unconfirmed”.??The
tracking indicates the package was delivered, but because this is incorrect, we
ask that you please assist the consumer.? Please let us know if there are any
further questions or concerns.
Thank you,
LaserShip Customer ServiceInitial Complaint
Date:10/13/2022
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 made an order with ***** approximately 2 weeks ago. The package was supposed to be delivered via LaserShip and was scheduled to be delivered today 10/13/22. I have a huge show coming up so I needed all the clothes and items in the package for my clients. I was home all day and never received the package. I checked my tracking and to my surprise it said the package has been delivered and left with ******** b (which is me) . They also had a picture of my initials stating that I signed for the package. I NEVER signed for anything. My initials were forged. I asked my neighbors if they got a package they all said no. I can see when people walk up to my door and no one came today. This is not the first time Ive had a package marked as delivered and I never received it from this comknY This package is very important and I need it asap. A lot of the things I ordered are no longer in stock. Why are your employees illegally forging signatures and lying about deliveries. If I dont receive my package I will file a police report based on stolen items and forged signature. This is shocking and infuriating!!Business Response
Date: 10/19/2022
October 19,2022
First and foremost, I would like to sincerely apologize for the issue that let you to file a complaint. Your issue should have been addressed and resolved expeditiously. I have forwarded to you the text of an email that has been sent to your seller, **** ********, Inc. I am hoping this will clear up any possible confusion caused by our error, for both your benefit and the seller's benefit. If you have any further questions or concerns, please feel free to reach out to me directly by responding to this email.
Again, we apologize for the frustration this has caused.
Sam
Corporate Escalation Specialist
LaserShip Customer Service
Initial Complaint
Date:10/13/2022
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’ve placed two orders from two separate companies and both shipped through laser ship. Lasership claims to have delivered the item to my front door. However, I have a **** camera that shows that no delivery attempt was made ever.Business Response
Date: 10/20/2022
October 20, 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.
While your packages were delivered to the correct address, we acknowledge that the driver did not follow proper delivery protocol upon releasing the packages. Management at your local delivery facility has been notified and this has been addressed with the driver. Since you purchased the items from third party sellers, we are unable to refund you directly. Please reach out to your sellers for further assistance. 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.
Best wishes,
Chris
Executive Escalation Specialist
LaserShip Customer ServiceBusiness Response
Date: 11/23/2022
November 23, 2022
Dear *****,
Our records indicate that both *************** and *************** were delivered to the street address provided by your seller:
**** ** *** ***
MIAMI, FL ********** - USHowever, it appears the packages were left in an area that made them vulnerable to theft (refer to the attached photos, specifically the door inside the red rectangle). Management at your local delivery facility has been notified and this has been addressed with the driver. Since you purchased the items from third party sellers, we are unable to refund you directly. Please reach out to your sellers for further assistance.
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. Please respond there 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 door code, presence of a mail room, hours of operation, or other proper drop-off point.
Thank You,
Chris
Executive Escalation Specialist
LaserShip Customer ServiceCustomer 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 I live in an apartment building. My apartment number was provided to laser ship. Aside from that, the drivers should have enough sense to know that you cant leave a package outside a building where anyone that walks by on the street can get the package. They should know that if its an apartment building that they need to deliver the package to the actual apartment. And this is not tw first time ut has happened with them.
Regards,
***********************Initial Complaint
Date:10/08/2022
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 placed an order through *********, the company I work for. Lasership was the carrier to ship my product. Over the course of the past 5 days I have reached out to their customer service several times with no solution as to why they cant deliver it. They have the correct address to deliver my package yet keep saying they have attempted to deliver it but need more information, which I have continuously provided. I have called and was told that a supervisor would reach out to me to help (which never happened ) and I have multiple screenshots documenting my package would be delivered by their customer service reps and its all been lies. I suspect my package was stolen and I have gotten zero help to receive it.Business Response
Date: 10/11/2022
October 11, 2022
Dear *****,
First of all, I apologize that it has taken this long for your concerns
to be addressed. We understand how important your order is to you.
Unfortunately, we experienced a delay with your delivery, and we apologize for
any frustration this caused. Our team reports your package has since been
delivered and should have arrived at your location. We would just like to
confirm that you have received your package or additional assistance from your
Seller at this time. Please respond here 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 door
code, presence of a mail room, hours of operation, or other proper drop-off
point.
Wishing you a pleasant week,
Thank You,
Victoria
Executive Escalation Specialist
LaserShip Customer ServiceInitial Complaint
Date:09/30/2022
Type:Order 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.
Company Lasership was sent my package in order to deliver it to my residence from ****, however they returned it back to the store without attempting delivery at allBusiness Response
Date: 10/10/2022
October 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.
Our tracking indicates we received the electronic notice for your package, but never received the physical package for sorting and delivery. Please reach out to your seller for further assistance.
Thank you,
Kevin
Corporate Escalation Specialist
LaserShip Customer ServiceInitial Complaint
Date:09/19/2022
Type:Order 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 9/14/22, contacted Lasership at 10:08 am, 10:14 am, 10:18 am, and 10:29 am, requesting delivery notification with instructions to please do not leave any packages in the first-floor lobby and deliver to apartment door **. Lasership acknowledges cases #********, and ********, tracking#*************** / ***************. According to the company website on 09/17/2022, 12:57 pm Your package has been delivered and Left In Mailroom. There is no mailroom only unmonitored mailboxes and a sign that reads do not leave any packages in the lobby deliver to the apartment door. Lasership with no notification after signing up has lost $130 worth of ******* **** products that belong to my business and ******* **** is refusing to replace them and telling me to call Lasership. Lasership I want my product you lost.Business Response
Date: 09/27/2022
September 27, 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 apologize for the mis-delivery of your package and for the inconvenience this has caused. We have followed up with your seller in an attempt to have you assisted. Please reach out to your seller with any additional questions or concerns.
Thank you,
Kevin
Corporate Escalation Specialist
LaserShip Customer ServiceBusiness Response
Date: 10/27/2022
Hello,
Attached is LaserShips response to this complaint.
Thanks,
*****
Corporate Escalation SpecialistLasership Customer Service
******************************
************Customer Answer
Date: 10/27/2022
[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 according to enclosed email from ******* ****:Thank you for contacting ******* ****! We are so sorry to hear about this inconvenience. I have taken the time to review your Order #*********. According to the carrier, your package was delivered on 09/17/2022 at 12:57 pm to the address you selected at checkout. Please take the time to review your delivery address/location and ensure that everything is accurate. Our recommendation is to: Check with your neighbors, the surrounding areas, and the mailroom/building staff (if available) to see if anyone has seen the package. File a stolen package report with your local authorities if your package is not found to help prevent this from happening again in the future. Feel free to reach out to your carrier to see if they may still be in route or are currently in transit with your delivery. Here's the link to your tracking details ********************************************* I appreciate you taking the time to reach out to us, and I hope you can find your missing package soon!Kind Regards,I also enclosed proof of on 9/14/22, contacted carrier Lasership at 10:08 am, 10:14 am, 10:18 am, and 10:29 am, requesting delivery notification with instructions to please do not leave any packages in the first-floor lobby and deliver to apartment door **. Lasership acknowledges cases #********, and ********, tracking#*************** / ***************. On 09/17/22, at 1:13 pm according to the ******* **** text message packages were delivered but,when checking outside my door there were no packages. Went downstairs to the first-floor lobby and checked and there were no packages. Lasership website showed on 09/17/2022, 12:57 pm Your package has been delivered and Left In Mailroom. There is no mailroom only unmonitored small mailboxes and a sign that reads by the superintendent "to all carriers do not leave any packages on the lobby floor deliver to the apartment door. Lasership email me a picture where they left my packages on the lobby floor when they were asked several times to do not do so and is responsible for refunding my losses. I ask the better business bureau for the option in taking the next step against lasership in a civil action.
Regards,
***********************Initial Complaint
Date:09/19/2022
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.
On 8/19/22 LaserShip claimed to have delivered my $252 ****** package to the correct address. As I start seeking the whereabouts of my package I looked at the companies provided photo, only to notice they left it at the wrong apartment in the same building. The apartment has signs all over the door stating its vacant and deemed un liveable. I spend weeks contacting ****** who then waits for laser ship to investigate. I finally receive an email stating the laser ship said they delivered it and if I think the package was stolen then I should contact local law. I sent multiple emails including pics to lasership to show them their mistake and each time I get back a generic response. Due to their negligence and their investigation claiming a proper delivery ****** will not issue me a refund. So now Im out $252 dollars. This is terrible business practice for both companies involved and the only one effected is me.Business Response
Date: 09/27/2022
September 27, 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 apologize for the mis-delivery of your package and for the inconvenience this has caused. We have followed up with your seller in an attempt to have you assisted. Please reach out to your seller with any additional questions or concerns.Thank you,
Kevin
Corporate Escalation Specialist
LaserShip Customer ServiceInitial Complaint
Date:09/16/2022
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.
9/112022 Lasership said package was left at my front door. I was home the entire day and did not receive a package. I contacted them for information, they "opened an investigation" to look into the matter. They have done this on several other occasion and claim the delivered the package. I believe this company is fraudulent and the driver steal people packages. This has to stop you can see by the review I am not the only person. Unfortunately for them I will not take this and will fight their dishonest claims.Business Response
Date: 09/27/2022
September 27th, 2022
Thank you for reaching out to us regarding this incident. While we take reports like this very seriously, we are currently unable to assist in an investigation without more substantial evidence that the LaserShip driver is responsible for your missing package. If you have not done so already, please contact your seller for further assistance. Please let us know if we can help in any other way. You may get in touch with a LaserShip Escalation Specialist directly by responding to this email.
Thank you,
Sam
Corporate Escalation Specialist
LaserShip Customer Service
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