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 Inc.

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

• 

  OnTrac

  274 Wattis Way South San Francisco, CA 94080

• 

  OnTrac

  269 W Jefferson St Syracuse, NY 13202

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:12/19/2024

  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 supposed to get a package delivered with OnTrac on 12/01/2024. It said put on delivery vehicle in ************, *****. It then went to **********, ***** then in the tracking it said attempted to deliver but, failed. Then OnTrac delivery person put in the tracking that they needed more information and to contact them. I immediately reached out to them that day and gave them my address and instructions to my address. That was done with email on 12/1 then on 12/2 I got on a Live chat and told them twice to two different agents to make sure they had the correct info. Then I was told info would be given to ***** Texas shipping office. I was also told it would be 1 to 2 days for delivery. I didnt see it show up and on Wednesday I did another live chat and asked what do they see on their end because on my end of tracking info it hasnt changed from the message that I needed to contact them with delivery address. The agent told me the estimated date of delivery is 12/4. That day and the next day it wasnt delivered. I was checking my video camera and never saw that package delivered. I did have them deliver a different package on the 3rd that I did receive but you can clearly see that carrier only delivered 1 package and my package I had been dealing with was not delivered. I then got on another live agent chat with **** ******* on 12-05-24 that evening who told me that the ***** office didnt put it out for delivery a second time and that he would escalate the case to a manager in the ***** Texas office. He said I would be getting my package as soon as possible. Then I checked the status in tracking info. On 12-6-24 around 8:30 pm and the status said delivered on 12/3. It was not delivered that day. I checked the camera and I didnt get a delivery at the time it said. There isnt a picture posted from carrier like there always is with other packages they have delivered but, it said delivered to front door. That is a complete lie from the manager.

  Business Response

  Date: 12/23/2024

  Hello,
  Please find our response to this complaint. Please reach out should you have any questions or concerns.
  
  Thank you,
  ******
  Executive Escalations Specialist
  OnTrac Customer Service
  ******************************

  Customer Answer

  Date: 01/16/2025

  The package was not delivered.  I did get my money back from the store but I do want to make it clear that that package was not delivered.  I was on the phone with virtual agent with Ontrac many times trying to locate the package and I was told every time that it was on the way and in the end it wasnt.  I wasted so much time dealing with this issue and I want to make it clear that I dont care what your records say it wasnt delivered.  There is no picture showing it was like there always is so your delivery people did not do their job.   The day it says it was delivered I did get a different package delived by Ontrac that has a picture and you can clearly see there is only one package.  The tracking number on that package is 1LSCXLI74506569.  You can see a photo of that package that says delivered at 12:39 pm.  The package that didnt arrive isnt on the front porch the system says it was delivered at 10:54 am and I was working that day and I checked my video that day and Ontrac only came to my house once that day at 12:39 pm.  The package that Im complaining about was not delivered.  I dont expect Ontrac to do anything about this because I have gotten the store where it was coming from to give me my money back.  I just want Ontrac to know that your people are not being honest and that package was not delivered.  There is always a picture with every delivery and this is the only one that did not have a picture and it is the only one that did not get delivered right before Christmas.  You need to screen your deliveries better.  The employee that attempted to deliver the very first time had put in the system that I needed to update my address which I did immediately and I kept talking to agents who said it was still going to be delivered.  It was a huge frustration and I have things delivered regularly from this store through Ontrac and never had an issue with my address on the package.  I think the delivery person has figured out how to steal a package without you finding out.  I looked at all of my past deliveries and they all had a photo of my package on my front door except this one.  Get better standards to ensure this doesnt happen.  Also there is no way to talk on the phone to an agent through a voice to voice phone call.  The text messaging assistance ***** and takes forever.  A huge waste of time.  I dont expect you to do anything else because I did get my money back but, it is very irritating to keep being told it was delivered when it was not.  Just want your company to be aware of what has happened.  Thank you,  Brittney 

  
   Complaint: 22653492
  
  I am rejecting this response because:
  It was not delivered.  I just want the complaint to be known so some of these issues that I have dealt with might be able to be addressed in the future.  
  
  Regards,
  
  ******** *********
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:12/19/2024

  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.

  My complaint is with OnTrac Delivery. I placed order from Ulta on 11/29/24. I received an email on 12/1/24 saying the package would be delivered the next day 12/2/24. I checked the tracking on OnTrac's site every day for the next 8 days. Each day, the date of delivery would change to that day. I signed up for text updates, but got no texts. Finally, on 12/10/24 I tried contacting OnTrac through their customer service link on the tracking. I received an automated response saying I would hear back from them within 2 days. I heard nothing. I reached out to Ulta and they sent a replacement package, but I was responsible to return the original package if it was delivered, otherwise I would be charged again for the items. I continued to track the package daily, and still each day the date of delivery would be updated to that present day. I emailed OnTrac's customer service again on 12/16/24 at ****** to tell them again, I thought the package was missing, or possibly stolen by their driver. I continued to check every day since then and on 12/19/24 when I checked, I see that they said the package was delivered at 1:49PM on 12/16/24. WHICH IS BEFORE MY SECOND COMPLAINT THAT THE PACKAGE WAS MISSING! Wouldn't it have shown me before I complained that it was delivered?? Wouldn't I have gotten a text that it was delivered since I had signed up for text alerts? One would think! I have security cameras at all doors and dogs that bark when anyone approaches the property. This package was NOT delivered. Whoever entered the date and time of delivery did it days after they said it was delivered and lied about it. I should not be responsible to pay twice for an order that I only got once. I sent my third complaint to OnTrac through a text chat on 12/19/24 but no one ever responds. I would not recommend ANY retailer use this company. They can't even take a minute to respond to one of three complaints and they CERTAINLY do NOT get back to people within two days. Complete lie!

  Business Response

  Date: 01/21/2025

  Team,
  
  
  Please find our response to this complaint. Please reach out should you have any questions or concerns.
  
  
  Thank you,
  Sierra
  Executive Escalations Specialist
  OnTrac Customer Service
  ******************************

• Initial Complaint

  Date:12/19/2024

  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 purchased an item from sephora on December 8, 2024 for $97.36. *******'s website shows the item should be delivered by December 12. OnTrac has failed to complete the delivery. It has been sitting at a facility an hour away since December 11th. The customer service through this company is negligible at best. It is a chat bot where if you don't phrase something the right way you will not get a human. When you do get a human, the disconnect the chat before resolving and hearing the customer's full complaint.

  Business Response

  Date: 01/21/2025

  Hello,
  Please find our response to this complaint. Please reach out should you have any questions or concerns.
  
  Thank you,
  *****
  Executive Escalations Specialist
  OnTrac Customer Service
  ******************************

  Customer Answer

  Date: 01/31/2025

  [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: 22708453
  
  I am rejecting this response because:

  
  There should be evidence of my package somewhere. I will not accept your vague attempt at covering gross negligence. I'm aware that multiple people experience the same generic response. The seller has resolved the issue, but your company should be held liable for its negligence and mishandling of property. This should be responsible for the financial loss the seller took. I will be investigating this companies practices more. 
  
  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:12/18/2024

  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.

  I am filling a complaint against ontrac for not delivering my cancer medical ostomy medical supplies from ***** s pharmacy when it should have been delivered yesterday and ontrac is refusing to deliver my cancer medical ostomy medical supplies from ********************* and that is not all when I called ontrac told free customer service ************* the ********************** phone number kept s getting dropped and then it doesn't connect because ontrac phone number doesn't work and ontrac is illegally keeping my cancer medical ostomy medical supplies illegally sincerely yours ********* ********* my address is ********************************************************************************* my email is ********************* my phone number is ************ and my medical insurance paid for my cancer medical ostomy medical supplies already

  Business Response

  Date: 01/21/2025

  Team,
  
  
  Please find our response to this complaint. Please reach out should you have any questions or concerns.
  
  
  Thank you,
  Sierra
  Executive Escalations Specialist
  OnTrac Customer Service
  ******************************

• Initial Complaint

  Date:12/18/2024

  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.

  Package delayed with no updated information case filed. No way to contact anyone as service number is disconnected. Over two weeks at this point.

  Business Response

  Date: 01/21/2025

  Team,
  
  
  Please find our response to this complaint. Please reach out should you have any questions or concerns.
  
  
  Thank you,
  Sierra
  Executive Escalations Specialist
  OnTrac Customer Service
  ******************************

• Initial Complaint

  Date:12/18/2024

  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.

  Ontrac delivered my package to the wrong address and they will not take responsibility for their drivers mistake. They state the package says delivered and thats all they care about. I reached out to inform them of the error and they keep giving me the run around. Their driver uploaded a delivery photo which clearly shows the wrong address and they still will not take responsibility for the error. I have saved screenshots of chats with their customer service as well as the ********************** photo showing the wrong location. My address is my business box at the *** store. Ive had this address since 2018 and have never had any delivery issues, however 90% of my packages are delivered by professionals from ****, ******, and ***. Below I will show you two photos. The first photo is from the delivery to the wrong address(photo with the lime green chairs). The second photo is what the inside of the *** store looks like from a successful delivery. I get ***** packages delivered on a weekly basis and I have never had this issue.The delivery photo is proof that my package was delivered at the wrong location and Ontrac still will not take responsibility for my package getting delivered to the wrong place. This package is from a vendor and could cost hurt my business relationship with them and prevent me from getting PR packages in the future. I want reimbursement for my missing package and an apology for the unnecessary stress that this issue has caused.

  Business Response

  Date: 01/21/2025

  Hello,
  Please find our response to this complaint. Please reach out should you have any questions or concerns.
  
  Thank you,
  *****
  Executive Escalations Specialist
  OnTrac Customer Service
  ******************************

• Initial Complaint

  Date:12/18/2024

  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.

  I have two packages from two different vendors. Both have been delayed with no updated information. Been a month. I have submitted tickets for both and was told Id hear something in 48 hours. No update four days later. No phone number to get in touch with anyone.

  Business Response

  Date: 01/21/2025

  Team,
  
  
  Please find our response to this complaint. Please reach out should you have any questions or concerns.
  
  
  Thank you,
  Sierra
  Executive Escalations Specialist
  OnTrac Customer Service
  ******************************

• Initial Complaint

  Date:12/18/2024

  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've contacted this company a number of times. I've not gotten my delivery yet and it has been sent out for delivery three going on four days. Their response is to wait, that it's due to weather delays (a lie because there has not been any severe weather). I want to just pick it up myself because it is only 14 minutes from where I am yet I was told by an "escalation specialist" that I can't. I just cannot believe that this company just doesn't care about their customers and that we can't pick up our own packages when their delivery drivers fail over and over to deliver!!!

  Business Response

  Date: 01/21/2025

  Hello,
  Please find our response to this complaint. Please reach out should you have any questions or concerns.
  
  Thank you,
  *****
  Executive Escalations Specialist
  OnTrac Customer Service
  ******************************

  Customer Answer

  Date: 01/29/2025

  This is the most generic "answer" to a complaint and shouldn't even be taken as a response! Nothing was actually answered and it seems like they are doing the bare minimum to keep their lie of a rating going! How can this be acceptable?! Nothing was accomplished. This is the same statement I've been getting that has brought me here in the first place!!!!!

  Customer Answer

  Date: 01/30/2025

  No. I want you to publish this as my response. 

   

  OnTrac has made no efforts in resolving my complaint and shouldn't be rated what it is. If OnTrac truly cared about their customer's issues they wouldn't respond with a bare minimum, automatic, generic response. I'm highly dissatisfied with this "resolution" and haven't had my package arrive. 

• Initial Complaint

  Date:12/18/2024

  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 a package from ****** and they used Ontrac to deliver the package. The package sat in ******, Tx on Dec 5th until Dec 16th when it was all of a sudden marked delivered. I have not receved the package and my ring cameras did not pick up a delivery attempt. The company only uses a chat option with no available phone number to call. I filed a claim and it says I must wait 2 days for an investigation. It has been 2 days and I have received no response.

  Business Response

  Date: 01/21/2025

  Hello,
  Please find our response to this complaint. Please reach out should you have any questions or concerns.
  
  Thank you,
  *****
  Executive Escalations Specialist
  OnTrac Customer Service
  ******************************

• Initial Complaint

  Date:12/18/2024

  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 and paid for expedited shipping, and my package was expected to be deliveredSince at least 12/13/2024, OnTrac has been sending notifications, via text and email, that my package is "Out for Delivery". After the first attempt, I spoke with a *** to request that they make deliveries before 5PM, as the order is coming to my office address and our building doors automatically lock around 6PM. Each time, they confirm my contact info and that they've "updated my ticket" to reflect my requests. To be on the safe side, and not risk this shipment being sent back to the shipper, I have sat in my office lobby, as late as 10pm since last week. At least twice, they falsely noted that a delivery attempt was made. Last night, they assured the driver would be here by 10pm, then texted me at 9:59PM to say it's coming today instead. **************** provides no further support than the minimal info provided on their site, then end conversations abruptly, causing me to go through the waiting process to speak to someone again. I've provided screenshots of several conversations to support my complaint. I have placed two other orders through the same company AFTER this order and have already received them (through different couriers). I understand that its the holiday season, but this is poor customer service at the very least, and abysmal time management by their couriers. I don't know if they're just trying to steal my package or what, but I need what I ordered ASAP. They will not provide transcripts of all the times I had to contact them, but the ticket number provided to me is ********. If this is sent back to the shipper, I want OnTrac/Lasership to refund the cost I paid for expedited shipping.

  Business Response

  Date: 01/21/2025

  Team,
  
  
  Please find our response to this complaint. Please reach out should you have any questions or concerns.
  
  
  Thank you,
  Sierra
  Executive Escalations Specialist
  OnTrac Customer Service
  ******************************