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:10/12/2023
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.
I ordered a package, which is clothing, and it was being delivered by ONTRAC. I get a notification of ETA being October 9th/10th. By the 11th it says out for delivery around 8AM. 6:32 PM I get a notification saying “Delivered” but with zero photo proof. I go outside and check my mailbox - nothing. This is by 7:15PM I’ve looked everywhere. I attempted to contact the company I ordered through and they referred me to ONTRAC. To where ONTRAC says wait 48 hours. This package was $250 worth of stuff- I don’t wanna wait 48hours. OnTrac emailed me back this morning saying “it says it’s been delivered.” And nothing else.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:10/12/2023
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.
I am filing this complaint against OnTrac/LaserShip because they lost a package that I had order through a merchant, and then falsely marked the package as delievered and admitted this. I work from home and have the luxury of being able to wait for my packages to be delivered to me directly. My apartment building also has a designated package room with lockers that ALL couriers are required to use. Had my package actually been delivered I would have 1. Either hear a knock at my door or 2. Received a text from the package room letting me know LaserShip had put something in a locker for me. None of the above happened when I received the email from the merchant confirming my package delivered, so I knew immediately something was wrong and filed a claim same-day. They also did not provide a photo on the tracking number for proof of delivery, which the merchant and courier both said is required. LaserShip/OnTrac instructed me to wait 2 more days to see if the package would show up which it did not, and they did not follow up on my claim. When I followed up with both merchant, both admitted the package was lost in transit/cannot be found but both refused responsibility for offering me a settlement. OnTrac told me contact ******* **** and ******* **** told me to contact OnTrac. A whole mess and dishonest business practices. OnTrac is responsible for this because they marked a package delivered that never arrived to me. I will not accept anything other than full compensation of my missing order. And it is not my responsibility to chase these two companies and help them communicate between one another to sort out a solution, that is between them and their own business deals and practices. All I know is that I am owed. I do not want a replacement package, I do not want the order resent, I do not want merchandise credit (ESPECIALLY no merchandise credit). Ideally, I get a refund and NEVER have to deal with or give my money to any one of these businesses again.Business Response
Date: 11/10/2023
November 10, 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:10/11/2023
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 marked a delivery as completed today that wasn’t; the driver forged my signature and indicated that it was delivered to my in person after which I signed for the package. Not only was I not the one who signed for it but I wasn’t even home. The digital signature wasn’t even close to my own signature; this keeps happening repeatedly and it’s not okay. My package was worth $300+ and the business will not refund me because they were not responsible for the stolen package.Business Response
Date: 11/10/2023
November 10, 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:10/11/2023
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 had a package that was supposedly delivered on 10/06/23. They said that it was signed for and that I signed it. There was no one home. I was at work, the delivery confirmation says I signed for it. The initials were not mine, my security camera does not show that it was delivered. I filed a complaint the day of or the day after and now they are telling me that its been too long for them to research. I want a photograph showing that it was delivered and where it was left. This is the second time that lasership said I signed and it was delivered when it was not. My package was valued around $100. I want the package or for the delivery company to reimburse me. I already contacted the seller, they said contact the courier.Business Response
Date: 11/10/2023
November 10, 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: 11/13/2023
[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: there have been several times where my packages were not delivered and the delivery driver will lie saying no one was home when I have video proof that no one came to my door. I am appalled that you allow your delivery drivers to lie saying that I signed for something, again where I have video proof that I wasn't even home. Do better.
Regards,
***********************Initial Complaint
Date:10/11/2023
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.
As most other reviews on this carrier have stated, I believe this package to be stolen by the carrier. I live in an apartment complex and always receive a notification when I have a package delivered. This time I did not receive one but the tracking link said it was delivered, which I thought was odd. In my apartment building, packages either need to be put into a locker with a code or left with a staff member. It was not put into a locker and no one on staff could find the package. After looking into the tracking with LaserShip further, they provided an image of the package dumped on the floor near the lockers. This makes no sense to do in an apartment building! As other reviews have stated, this is a scam they do to count the package as delivered even though it is just through on the floor of a common area. The resident (myself is this case) is not notified of the delivery and then the package is no where to be found. It seems that the carrier probably took the package back after snapping the photo. I want to be compensated for the package because the delivery was beee completed because it was not securely put into a locker for the individual unit. It would be like throwing an envelope in a mail room and saying it was delivered instead of putting the mail in their apartments mailbox. It was negligent and very suspicious and I do suspect theft on the carriers part.Business Response
Date: 11/07/2023
November 7, 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 package.If you do not have your package, please reach out to your seller for further assistance.
Thank you,
*****
Corporate Escalation Specialist
OnTrac.comInitial Complaint
Date:10/11/2023
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.
Ordered vitamins from *** **** that could have easily been sent through the mail. Instead, *** **** used OnTrac. Recently complained to *** **** & OnTrac about the same exact issue app. 1 month ago. Issue is not resolved. Issue is: I live in a senior apartment building. We have 3 signs stating: "Please leave all packages @ the recipient's door & not in the mail room". One sign is on our front door, another is on a huge communication board & the other sign is on the mail room counter. My package was left in front of the sign on the mail room counter on Monday. The post office was closed Sunday & Monday. My item was delivered Monday. It sat there until today (Wednesday 10/11/23). There's been theft in our mailroom & therefore, OnTrac has no business even being in our mailroom. I do not wish to do business with this company unless they will respect our delivery requests endorsed by our Property Manager ***** **** ************.Business Response
Date: 11/10/2023
November 10, 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.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 attempts ,
mis-delivered, damaged, or missing packages. Additionally, your delivery location has been reviewed with all drivers on your route.Thank you,
Corporate Escalation Specialist
OnTrac Customer ServiceInitial Complaint
Date:10/10/2023
Type:Service or Repair 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.
Im trying to get my order delivered to me. Tracking #***************. its been delayed at an OnTrac facility in Franklin MA for 4 days in a row and the facility is only 25 miles from me. I've had no luck with their customer service which is text only. Even tho my package is at THEIR facility, they claim I need to take the matter up with the seller! I just want my packageBusiness Response
Date: 11/07/2023
November 7, 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 package.If you do not have your package, please reach out to your seller for further assistance.
Thank you,
Corporate Escalation Specialist
OnTrac.comCustomer Answer
Date: 11/12/2023
[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 since I have no other choice. However, it obviously left your facility since I received a delivery notice. I don't understand how that delivery confirmation cannot be tracked back to the driver.
Regards,
*************************Initial Complaint
Date:10/10/2023
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 don't have the tracking numbers at this time as I am currently working and cannot view them at this time. I have ordered clothes from ***** multiple times in the last two years. My packages from this company are usually delivered by *** but lately, have been shipped by Ontrac. For some unknown reason, My first package around 9/3/2023 never delivered. The website said my package was delayed so I contacted support but never got a response. I ordered another package from ***** again to give things another try and unfortunately, my package never delivered. I was notified I would get it on 10/09/2023. I have never in my life had these issues with any other shipping company. Ontrac should be closed for fraud.Business Response
Date: 11/07/2023
November 7, 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 delivered.Thank you,
Corporate Escalation Specialist
LaserShip Customer ServiceInitial Complaint
Date:10/09/2023
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.
I placed a huge order in *****.com that was scheduled to be delivered by ONTRAC with the tracking number ***************. My package never arrived and I opened up an investigation. After not even 24 hours they wrote off my package as “lost” and told me now the tracking number shows “unable to deliver”. They told me to reach it to *****. OnTrac needs to shut down or reach out the business themselves. I am getting the run around about my package and I am STILL paying for it VIA ******. Someone at OnTrac better find my package!!!!!Business Response
Date: 11/07/2023
November 7, 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 package.
If you do not have your package, please reach out to your seller for further assistance.
Thank you,
*****
Corporate Escalation Specialist
OnTrac.comInitial Complaint
Date:10/09/2023
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 placed an order from ******* on 9/30/23 totaling $352.63 ($50 via gift card and 302.63 via credit card). The package shipped via Lasership and allegedly was delivered to my front door on 10/3/23 at 12:43 pm. I never received the package. I have cameras that are hardwired and surround my house and no one delivered a package. I checked with the neighbors and they did not receive it either. I contacted ******* several times. The first time, the representative told me the shipping company probably marked the package as "delivered" in order to move the package along in the shipping process. He told me to reach out again on 10/5 if i still hadn't received it. I reached out again 10/7. A different ******* representative told me to file a claim online which I did. On 10/9 I received an email stating my claim was denied and I would not be issued a refund. I called and spoke to yet another representative. I was informed that since I had an issue with a missing package from Lasership in the past that I would not be refunded. I then filed a claim with my credit card company. I also started a text thread with Lasership (their preferred and ONLY method of contact). They are "reviewing" the case. They informed me if I did not hear back from them to contact the seller. I am beyond frustrated and now lost $352.63.Business Response
Date: 11/07/2023
November 7, 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 package.If you do not have your package, please reach out to your seller for further assistance.
Thank you,
Corporate Escalation SpecialistCustomer Answer
Date: 11/09/2023
[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 have had several Lasership packages marked as delivered. A quick ****** search will demonstrate this company has serious issues with the services they provide and my issue is not an isolated incident.
Regards,
***********************
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