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

  1470 River Ave Pittsburgh, PA 15212

• 

  Lasership

  6300 Highlands Pkwy SE Smyrna, GA 30082

• 

  Ontrac

  10738 Dutchtown Rd Knoxville, TN 37932

• 

  LaserShip Inc.

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

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:10/09/2023

  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 ordered several packages from ****. OnTrac is the delivery service used by them. Each time my packages are thrown in the yard and today it was in the ditch at my road. I have tried to call and you cant speak with a person. They stated not allowed to call out. Its done via text and nothing is being done. Today an entire second package is missing.

  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.
  

  Thank you for making us aware of this incident, and I apologize for any frustration this has caused. We have notified management at the delivery facility, and they
  have addressed or delivery procedures directly with the driver(s) on your route.
  

  Please reach out to us with any questions or concerns.
  

  Thank you,
  

  Executive Escalations Specialist
  OnTrac Customer Service

• Initial Complaint

  Date:10/09/2023

  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.

  Shipping # *************** says it was delivered handed to me. Noone was home so it didn't happen.I contacted them on 10/4 and they closed the case without even contacting me.Today I opened a second case.I never got the package from ******** ***** 

  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.com

  Customer Answer

  Date: 11/07/2023

  [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:
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:10/09/2023

  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 event occurred on Sunday October 8th, 2023.I have had ongoing issues with the Ontrac company as a whole who have consistently thrown my packages but seem to think I'm the issue. In this video you can hear the General Manager, *********************** on the phone with the Ontrac driver. You can hear him saying "If you don't want people in your yard then stop ordering."I would like to address that the problem is not with me. The problem started when they decided to consistently throw my packages. The last few packages that have been delivered the driver has been on the phone with the General Manager and you can hear him talking about my address. Unfortunately, I cannot choose who delivers my packages; otherwise, I would not use OnTrac. His attitude about how my packages are being delivered is highly unprofessional. All that I expect is for them to be delivered properly and not thrown. Why is it such a problem? I would not have to submit complaints if they delivered the packages properly the first time. I have countless videos of their drivers throwing my packages. OnTrac should start over and hire a professional team that actually cares. This team does not care about their customers. The videos prove this.This has to stop. They chose to throw my packages from the start, and continue to talk bad about it, so how am I in the wrong? I can only imagine what is said and done by them when no one is looking or can hear. They lack integrity and empathy.Please send this to *******************. It's apparent that nothing was addressed based on hearing how the General Manager thinks about their customers.If they do not like delivering packages, and cannot conduct themselves properly then they need to shut OnTrac down. I know that they receive more complaints than any delivery service that there is. The common denominator here are the workers at this OnTrac NOT the clients.If people stopped ordering like *********************** suggests in this video, they would be out of business.

  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.

  Thank you for making us aware of this incident, and I apologize for any frustration this has caused. As per our previous conversations, we have notified management
  at the delivery facility, and they have addressed our delivery procedures directly with the driver(s) on your route. Please reach out to us with any questions or concerns.

  Thank you,
  
  Executive Escalations Specialist
  OnTrac Customer Service

  Business Response

  Date: 11/10/2023

  From: ************************* <**************@ontrac.com>
  Date: Fri, Nov 10, 2023 at 12:53 PM
  Subject: BBB REJECTION Re: Complaint ID ********; ***********************
  To: *********************** <*************@mybbb.org>, ****** ******* <********@ontrac.com>
  Cc: ***** ******* <********@ontrac.com>
  
  *****,
  
  I have spoken with her numerous times, as have the General Manager for this facility. The GM has changed drivers numerous times to appease her. If she does not like the driver, she sends in a driver complaint about a thrown package. **** and I work with *******************, our CEO. We have done everything we can. We can no longer assist her.
  
  Thanks,
  
  *****

  Customer Answer

  Date: 11/10/2023

  [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:
  This company has no professionalism or compassion and they lie. I have numerous videos of them throwing my packages. I can email all videos if needed. I report it in hopes that someone that cares about their job and making a difference would correct the issue. Instead they continue to make it seem like I'm the bad guy for reporting the issue. Unfortunately, it's happened so many times I've had to contact ***** and then he just stopped responding. Now I know why. I have video evidence of being talked about and taunted by this company. All I've ever asked was to please make sure that my packages are delivered properly to prevent damage from them being thrown and I get laughed at. The customer service at ********************/******************** is by far the worst in any company. I never have these issues with any other delivery service. And ***** is very wrong. It has nothing to do with not liking a driver. Just do your job and be professional. There is no need to throw people's packages and there would be no issues. I'm just reporting when the drivers throw my packages and apparently ***** nor management want to deal with it. Unfortunately, it's been multiple drivers. All they needed to do was address the issue professionally, be better leaders and stop blaming the customers for their drivers throwing every package. Where is the proof that ******************* is aware? This company keeps everything hush, hush under the radar. I have all documented emails, texts and videos from this ongoing issue. With the complaint history from all over the world It is NOT the customer, it's the Company. 
  

  Regards,
  
  ***********************

• Initial Complaint

  Date:10/09/2023

  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 is the worst delivery service I have ever dealt with. They refuse to deliver packages and will come up with multiple excuses as to why, without being able to talk to a customer service representative. I am never able to contact customer service to resolve delivery  issues, as my packages remain in the possession of delivery drivers with no ability on my end to collect packages. They are inconsistent, steal packages, have no customer service or complaint center, and never respond to any communications. I am tired of ordering packages and never receiving them. Even when I attempt to contact them multiple times to address delivery issues that are blamed on me, they do not respond and the issues are never resolved. Lazy and shady company that hires untrustworthy deliver drivers who would rather steal packages then do their job and deliver them.

  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
  

  
  

• Initial Complaint

  Date:10/09/2023

  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 placed a large children's clothes order through gap/old navy. 13 items were to be delivered to my address. I got an update saying the order was delivered, and the photo proof shows it was delivered to the wrong address. I've tried to call customer service and cant get through to a person. I tried to launch an investigation and they are saying I need to contact the original seller (***/*** ****) who is telling me I cant do anything about it for 3 days. I had to repurchase my order at an additional expense to me. I want my order picked up from the wrong address and brought to me at the correct address which should be a simple fix but they have no customer service line to call and no one I can talk to and explain the situation.

  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

• Initial Complaint

  Date:10/07/2023

  Type:Customer Service 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 been in constant communication with my seller about why my package has been sitting idle in a location not to far from me for more than 10 days and they seller can’t provide anymore information than “it’s damaged”, I’ve also reached out to Ontracs “customer service” and they say the same exact thing and sunsets messages. I asked to speak to a manager and I was not met with the request or helped. The carrier supervise also claims they can’t provide me with anymore information about my package. I’ve noticed reading their reviews that this is an ongoing thing for them and quite frankly it’s infuriating me. These were items I’ve ordered for a specific occasion and now I have no idea what’s going on and if I’ll ever receive it.

  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.

  Unfortunately, your package was damaged in our facility and could not be delivered. Our standard procedure is to return or discard any damaged package. If
  you need assistance, please contact your seller.

  Corporate Escalation Specialist
  OnTrac Customer Service

• Initial Complaint

  Date:10/07/2023

  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 have had a total of 4 deliveries falsely marked as "delivered" in the span of just one week. One package was from ****** which totaled $70 worth of products. The delivery status falsely says that I signed for the package (with a misspelled name, even) and that it was delivered to me directly. This is a lie. I never signed for the package, and it was never delivered. The other 3 attempted deliveries were from ****** ******. I've had a box of food costing over $200 reshipped 3 total times because for each delivery attempt, it has falsely says "delivered" (at my "back door", which I don't have) but never arrived. I left extremely detailed instructions for the company about how to find my apartment, my phone number, and even a note on my buzzer instructing them how to deliver the package (picture attached). For the third attempted delivery, I have been sitting in my living room and listening intently for the delivery. I would have heard the gate to my building open if someone attempted to deliver my package. Nobody ever showed up to deliver. It was marked as "delivered" at 2:18PM, and I saw this status update a few minutes after 2:18PM. I ran outside-- no package. Again, nobody even came to deliver, because I 100% would have heard it. And my buzzer never rang. When you try to call OnTrac /LaserShip customer service phone number, an automated recording simply says "track your package online," and doesn't offer the option to speak to a representative. I've also used their online contact form (the other option they give to contact someone), and filled it out every time my package has gone missing. Nobody has ever returned my emails, even though their website offers a 2 business day reply time. It's very clear this business is stealing or otherwise not delivering packages, and not responding to consumer complaints when packages go missing. I'm not the only one: this company has a 1 star rating out of 3,209 reviews on ****. Please shut this scam company down.

  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 packages. If you do not have your packages, please reach out to your seller for
  further assistance.
  

  Thank you,
  *****
  Corporate Escalation Specialist
  OnTrac.com

• Initial Complaint

  Date:10/07/2023

  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 attempted to deliver me a package I had ordered from and cancelled from **********, a fraudulent company. I rejected the package, indicating that I'd not accept delivery. The Ontrac driver was fine with that, and took the package away. It was subsequently delivered to me anyway. ********** had instructed me to reject the package, and I did that. Ontrac should not have delivered it to me a second time.

  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.
  

  Unfortunately, your package was delivered prior to receiving your request to return this to your seller. Please reach out to your seller for assistance.
  

  Thank you,
   
  Executive Escalations Specialist
  OnTrac Customer Service

  Customer 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:
  

  They indicated "Unfortunately, your package was delivered prior to receiving your request to
  return this to your seller. Please reach out to your seller for assistance."

  This is in fact not accurate.  The nature of the complaint is that I explicitly rejected the package to the driver.  I said I didn't want the item.  The driver took the package away.  It was then redelivered when I wasn't present two days later.  I believe this was not a reasonable thing for the company to do.

  The seller turns out to not be a very reasonable company.  I've initiated a credit card dispute with them, which I appear to be winning.  But the delivery company made the experience worse.  If a package is rejected, it is not correct to later deliver it back to the customer.

  Regards,
  
  *************************

• Initial Complaint

  Date:10/06/2023

  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.

  Ontrac was responsible for delivering 4 packages of mine but they magically disappeared, upon reading reviews and seeing surveillance their drivers steal many people’s packages, mark them as delivered when they have not delivered them, falsify delivery attempts, or drop them off at the wrong locations. The negative reviews are outstanding, yet Ontrac/lasership will not rectify these situations and instead pretty much tell comsumers “welp it says it was delivered so we dont care”. That is not okay. That is not ethical. That is not a safe business practice. They need to hold themselves and their delivery drivers accountable for the many negative complaints that are unresolved and get better customer service and humans to communicate with customers. We are fed up. I am one small person, but have contacted multiple class action lawsuit lawyers. It just isn’t right to treat people how you all do. With people’s **** cam proof and surveillance and multiple negative reviews, ontrac/lasership will forcibly face rectifying the multiple wrongs they have caused.

  Customer Answer

  Date: 10/25/2023

  Parks

  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

• Initial Complaint

  Date:10/06/2023

  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 had a package that was supposed to be delivered by them and I have yet to receive any message or updates and my order was over 150$!Tracking number ***************

  Business Response

  Date: 11/01/2023

  November 1, 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, it was not delivered on the expected delivery date. Please reach out to your seller for further
  assistance.
  

  Thank you,
   
  Corporate Escalation Specialist
  OnTrac Customer Service