Complaints

This profile includes complaints for OnTrac's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  OnTrac

  14850 Thompson Rd Chantilly, VA 20151-1029

  
• 

  Ontrac

  157 Westview Dr Meadville, PA 16335

• 

  Lasership

  6300 Highlands Pkwy SE Smyrna, GA 30082

• 

  OnTrac

  274 Wattis Way South San Francisco, CA 94080

• 

  OnTrac

  1901 E Brundage Ln Bakersfield, CA 93307

  

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.

• Initial Complaint

  Date:09/12/2022

  Type:Delivery 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.

  On September 8, 2022, Lasership had a package that was supposed to be delivered to me. The package was delivered an left in the lobby of my building. I never received the package. As I explained to Lasership customer care when I reached out to the regarding the incident. There are 17 floor in the building with 8 apts on each floor. The delivery person had to be buzzed in an instead if taking one of two elevators that both work to deliver my package they opted to leave it in the lobby. The package wpuld have been safer on my floor I have a **** canera on my door and so does my neighbor down the hall. I do not have my package and the only thing Lasership can tell me is that the delivery was complete. Which it wasnt, if the package was left at my door the delvery would have been complete. I do not live in the lobby so the delivery was not complete.

  Business Response

  Date: 09/23/2022

  September 23, 2022 
  Dear *****, 
  Thank you for your response, and for the information you provided. I can see that this package was  clearly left in the lobby by the mailboxes. We are often directed by the seller to leave packages in a mail or lobby area by default. Since there was another package there already, it's possible that our driver  assumed it was safe. Regardless, I want to apologize that your package was left there and stolen as a  result. As a safeguard for future deliveries, I can add notes to your address stating that packages will be  safer if left on your floor. 
  Again, my apologies for the frustration. Please let us know if we can take any additional action, or if  there are any additional instructions for future packages. 
  Thank you, 
  Jordan 
  LaserShip/OnTrac Customer Service Team 
  
  

  Customer Answer

  Date: 09/27/2022

  [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:08/31/2022

  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.

  Lasership tracking says my package was delivered on the 27th. There's no package. The tracking says it was left at my "front door". I live in a condo complex. No one leaves packages at the "front door". They're left with the front desk who then notifies me of a package. The front desk has no record of any package being left that day. It's now 3 days later and the package is nowhere to be found.

  Business Response

  Date: 09/05/2022

  September 5, 2022 
  

  BBB of Metro Washington DC and Eastern Pennsylvania 
  1411 K Street NW, 10th Floor 
  Washington, DC 20005 
  

  Dear *******, 
  

  We would like to apologize for your delivery experience. We fully acknowledge the level of  frustration and inconvenience this has caused you. Upon receiving your complaint, we launched an  internal investigation, as we take your concern very seriously. 

  Unfortunately, LaserShip is unable to confirm control of this package and is deeming the status  “unconfirmed”. The tracking reflects otherwise, and this is incorrect. Because it is likely the package was  miss delivered by the driver to an insecure location at the address, please assist the consumer. Please  let us know if there are any further questions or concerns. 
  

  Best wishes, 

  Daniel 
  Corporate Escalation Specialist 
  LaserShip Customer Service 
  

• Initial Complaint

  Date:08/31/2022

  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 100 dollars worth of clothes from ******* **** last month the order says delivered with lasership on 07/10/2022 left at locker. I have looked everywhere for my package I reached out to lasership and they keep sending me an automated email that says the package states delivered and to reach out to ******* **** for any further. I don't have any locker in the building there was no picture no note I even reached out to my bank but I haven't gotten any help. I would like my merchandise please atleast let me know what locker it was left at and if it went back to the company .

  Business Response

  Date: 09/05/2022

  September 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.  
  

  We understand that you have been assisted by your financial institution for the non-delivery of your  package. Please let us know if you have any questions or concerns.  
  

  Thank you, 
  

  Kevin 
  Corporate Escalation Specialist 
  LaserShip Customer Service 
  

  Customer Answer

  Date: 09/19/2022

  [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:

  From: ******* ***** <*************@***.com>
  Date: Mon, Sep 19, 2022 at 8:39 AM
  Subject: Response for lashership and ******* **** missing package
  To: <*******@mybbb.org>
  
  
  I have since reached out to ******* **** and their response is below. I still don’t have my package. I do not have an open case with my bank because they have ruled in fashion novas favor. So I have to take it up with both the vendor and shipping company.
  
  Regards,
  
  
  
  ******* *****

  Business Response

  Date: 09/20/2022

  September 22, 2022 
  

  Dear *******, 
  

  We would like to apologize for your delivery experience. We fully acknowledge the level of  frustration and inconvenience this has caused you. Upon receiving your complaint, we launched an  internal investigation, as we take your concern very seriously. 
  

  Your package was unfortunately miss delivered to an unsecure location by LaserShip. The tracking has been updated to reflect the new status. Your seller has also been notified.

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

  Best wishes, 
  

  Daniel 
  Corporate Escalation Specialist 
  LaserShip Customer Service 

• Initial Complaint

  Date:08/14/2022

  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.

  This company says my package was delivered but I never received it this is my second package in 2 weeks that they say was delivered but was not. They offer no resolution or any attempt to make this error correct

  Business Response

  Date: 08/16/2022

  August 16th, 2022 

  First of all, I apologize that it has taken this long for your concerns to be addressed. After further  research, I agree that your package, ***************, was delivered to an incorrect address; as you  know, this is supported by the driver's photo, which was taken at the point of delivery. I have forwarded  you a copy of an email that has been sent to your seller, ******* ****. I am hoping this email 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. 
  

  Thank you, 
  Sam 
  Corporate Escalation Specialist  
  LaserShip Customer Service  

• Initial Complaint

  Date:08/10/2022

  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.

  Lasership falsely signed as myself when they delivers the package. They did not knock on my apt door and my package was never delivered or signed by myself. Called Lasership to file a complaint and they have said the issue was investigated and resolved. Still no package was re-delivered to myself.

  Business Response

  Date: 08/17/2022

  August 17th, 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.  

  In your initial claim after delivery, you asked for a copy of the signature the driver obtained at the time  of delivery. This signature is viewable on our website, www.lasership.com.

  Enter your tracking number  in the search info, and the signature should be viewable in the tracking history. 
  

  Best wishes, 
  Sam 
  Corporate Escalation Specialist  
  LaserShip Customer Service  
  
  

  
  

• Initial Complaint

  Date:08/04/2022

  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.

  Lasership delivery service is used by several business around the country. I usually shop at places that use this shipping and delivery services, reason that Ive encountered several problems with this company at the Orlando facility. They have lost my packages at least three times this past 6 months. And they always use different tactics: “undeliverable”, “delivery attempt” “lost package”. It’s like every single time I order something from those stores and they use lasership, I can guarantee it’s going to br a problem. And here I’m again. I’ve ordered uniforms for my kid, and the package is nowhere. They haven’t updated the status of the tracking since it got at their facility. We can’t talk to anybody, e-mail, they never respond. There’s never someone to help. I want my package! My kids are starting school next Week and I don’t have time to get a new order! Please stop stealing from your costumers. There’s no way so many people complain about the same thing over and over and it keeps happening. Someone is taking those packages home and not delivering them! I want my package! Tracking number: ****************-1 Thanks, ****

  Business Response

  Date: 08/14/2022

  August 14th 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 delays, but are pleased to know the package has since arrived as of 8/7/22. Please  contact your seller directly for further assistance. Please reach back out to us if we can help in any other  way.  
  

  Best wishes,  
  

  David 
  Corporate Escalation Specialist  
  LaserShip Customer Service  
  

  
  

• Initial Complaint

  Date:07/30/2022

  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.

  Lasership is a package carrier and they use independent contractors (people who drive their own vehicles to deliver packages). I have multiple packages over the last 12 months that have been delivered by Lasership, and genuinely every time they're responsible for delivering my package, there is an issue. Tracking will show delivery attempted - business closed (when they are delivering to my home), delivered to front door (no package at my door, one delivery they marked as left as front door but they actually left it draped over the mailbox in the pouring rain... They are terrible. They have a 1.5/5 stars on ****** reviews with nearly 450 comments. There is no accountability because their drivers are independent contractors, so they basically say it's out of their hands and to contact the seller if there's an issue with your delivery. And while the sellers try to be helpful, it is very annoying and frustrating to go through this process every single time Lasership is the carrier. I currently am waiting on an order than I expect will never come. It was marked as 'delivered - left at front door' on Tuesday, July 26. The package was not there. I live in an apartment so I checked my neighbors front doors in case they took it to the wrong door. Nothing. I submitted an inquiry on Lasership's website which said they'd get back to me within two business days. I have not gotten any response from them so I submitted a second inquiry. I've also paid for expedited shipping for orders that have come days after the guaranteed delivery window because Lasership does not care about customer service, reliability, or accuracy. They are AWFUL. I've begged sellers to stop using Lasership, but I assume because they don't use company drivers, they are a cheaper option than *********** etc. Please look into their practices and/or do whatever you do to prevent them from continuing to be a terrible business.

  Business Response

  Date: 08/10/2022

  August 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 shows 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, 
  Daniel 
  Corporate Escalation Specialist 
  LaserShip Customer Service 
  

• Initial Complaint

  Date:07/26/2022

  Type:Delivery 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.

  Lasership delivered a package to my home, however, they did not follow printed directions, instead the place the package on my brand new ***** ***** and scratched it! Contacted Lasership via email messaging. They asked for pictures and estimate (179.00 + tax), which I provided ALMOST ONE MONTH AGO! I have been emailing them once a week..have not heard ONE SINGLE WORD!!!

  Business Response

  Date: 08/22/2022

  August 22, 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.  

  When we receive any complaint regarding property damage, the facility conducts a thorough  investigation. This includes, but is not limited to, reviewing all available delivery scans, available pictures  and driver interviews. Your complaint has been forwarded to the correct department for review and  they will be following up with you regarding compensation.  
  

  Best wishes, 
  

  David 
  Corporate Escalation Specialist 
  LaserShip Customer Service 
  

  Customer Answer

  Date: 08/25/2022

  [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,
  
  ***

  
  

  P.S.  I do want my complaint to stay on Lasership's BBB online complaint form so the PUBLIC can see what I had to go through to get satisfaction.  I always want the PUBLIC to know that this is NOT the first time this happened, but the Second time.  
  
  

• Initial Complaint

  Date:07/26/2022

  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.

  I spent $40.98 on a dress at ***********. I was not able to change the address, and Lasership mishandled my package, threw it on the floor carelessly and left. I have no idea if it got stolen or lost, but my assumption is that it got stolen. But either way, this has happened to numerous people and I will not go to sleep or sit there and allow this company to make me or my bank feel like a clown. *********** does not refund people, so I expect some kind of compensation from this. Also amazing customer service from our girl Caitlyn here!!!  I told this person that *********** does not issue refunds and they keep on asking me to contact them like i haven't been contacting them. AVOID THIS COMPANY. I AM SHOCKED AT HOW LEGIT COMPANIES LIKE **** AND *********** ***** ARE USING THIS AWFUL EGREGIOUS LOGISTICS SERVICES. My Lasership tracking number is *************** (bbb, please cut this (tracking number) out if this complaint will be public).

  Business Response

  Date: 08/09/2022

  August 9th, 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