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
- 3,430 total complaints in the last 3 years.
- 1,163 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:10/06/2023
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.
Purchased 2 items with ******* **** on September 20th. Lasership says they delivered and shows no proof of where the item was left. My package is no where to be found. ******* **** has no customer service number and every time they respond they say it shows it was delivered to contact Lasership. Lasership also has NO customer service number and every time they respond, they say they opened up an investigation and will get back to me in 2 days. It is now October 6th and no one will help me. I just either want my items or a full refund. This should not be my responsibility. I paid for something I have not received.Business Response
Date: 10/23/2023
October 23, 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
completed their investigation and unfortunately was unable to locate your package. Please reach out to you seller if you do not have your package.Thank you,
Corporate Escalation Specialist
OnTrac Customer ServiceCustomer Answer
Date: 11/03/2023
I would like to go after ******* **** then. Because they keep telling me to go after LaserShip and now I want a refund since they can not locate my package. Please and thank youCustomer Answer
Date: 11/03/2023
[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 want a refund from ******* **** now. They told me to take it up with LaserShip, and now LaserShip can't locate it so someone needs to refund me back please.
Regards,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.Our standard operating procedure when any package is lost, misdelivered, or otherwise not received including returned packages is to conduct a thorough
investigation. We have contacted the facility to review or delivery process with all drivers to ensure this does not happen going forward. Your seller has been
contacted to further assist you.Thank you,
Corporate Escalation Specialist
OnTrac Customer ServiceCustomer Answer
Date: 11/14/2023
[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 still have not heard from ******* **** and I want a refund from someone please.
Regards,*************************************
Customer Answer
Date: 11/14/2023
I have received a credit from ******* ****.
I would like to close this case please
Thank you for your help with this matter.
*******
Initial Complaint
Date:10/06/2023
Type:Sales and Advertising 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 order placed by *********. This is a package with about 500.00$ worth of items in it. The shipment was split into two deliveries. I received on item from ****** The other items claimed to be delivered by lasership/ontrac on oct 4 at 3:44pm. I was actually having lunch outside my apartment at this time and there wasn't anyone who delivered at this time or date. I contacted the company and they said if my package isn't delivered by today 10/6 Its my responsibility to contact *********. This is not the first time I've had missing packages by this shipping company. And in the past I never received the packages which is why I'm reaching out to BBB.Business Response
Date: 10/23/2023
October 23, 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.We are pleased the package arrived but are sorry to hear there may have been an issue with the contents. OnTrac provides delivery of the sealed packaged
shipment but does not handle the contents. If your package arrived damaged, please reach out to your seller for assistance.Thank you,
OnTrac Corporate Escalation Specialist
OnTrac.comInitial Complaint
Date:10/05/2023
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 was supposed to get something delivered and their driver completely lied saying that I refused a package when they never showed up!!(with video proof) as well as I have a sign on the door stating “leave packages at front door”. But of course they didn’t because no one even tried to show up.Business Response
Date: 10/23/2023
October 23, 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 received.Thank you,
Corporate Escalation Specialist
Ontrac Customer ServiceInitial Complaint
Date:10/05/2023
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 purchased a laptop from ******** They used this company to deliver it. When the package was delivered they ""took a picture"" of the box on my porch. As soon as i received the notification of the delivery i opened my door to get the package but it was not there. It was literally a couple of minutes. This is the second time this shipping company is used to deliver a package to my home and i dont receive it.Business Response
Date: 10/23/2023
October 23, 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
completed their investigation and unfortunately was unable to locate your package. Please reach out to you seller if you do not have your package.Thank you,
Corporate Escalation Specialist
OnTrac Customer ServiceInitial Complaint
Date:10/05/2023
Type:Sales and Advertising 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 order crocks from the crocs website on September 15, 2023. My order shipped on the 17th, 2023. Crocs used OneTrac to ship my crocs. I was given a tracking number and has been tracking the order daily to ensure someone would be home to retrieve the order. My order reached Jessup, MD on September 19th, 2023 and had not moved again for the remainder of the month. I sent an email to ontrack customer service inquiring about why my package hadn't moved on Monday October 2, 2023. They responded on Wednesday October 4th, 2023 saying that my package was delivered on Sunday October 1st, 2023 which was not true because I was home all day and I have no camera footage on anything being delivered to me. My tracking information had not even been updated until the night of October 4th, 2023. I want to know who has my package and/or how I can go about getting a refund.Business Response
Date: 10/23/2023
October 23, 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
completed their investigation and unfortunately was unable to locate your package. Please reach out to you seller if you do not have your package.Thank you,
Corporate Escalation Specialist
OnTrac Customer ServiceInitial Complaint
Date:10/05/2023
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.
Purchased a package through **** it was sent out on ****'s and it magically gotten lost on Ontrac's end which happens to alot of customers who's orders have been shipped by them and they have more bad reviews then good. I could not control whom it had gotten shipped from carrier wise.Business Response
Date: 10/23/2023
October 23, 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 received.Thank you,
Corporate Escalation Specialist
Ontrac Customer Service
Ontrac.comInitial Complaint
Date:10/04/2023
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.
Yes I place an online order from **** and ontrac (tracking Id: ***************, *************** *************** *************** was supposed to deliver it but has not stating they need a gate code. I updated my gate code and door code **** and gave delivery instructions on a previous package and was told that will be on all my further packages and I shall not having any more problems however that was not the case and Im still having problems my package has not went back out for delivery since I updated the nuromous gate code on there website and with there agents and haveing a hard Time getting information when I will receive my packages and I will like my packages to be deliver. I cant talk to ontrac via telephone customer service only an online chat and I dont know if my message is getting related to my local office due to this.Business Response
Date: 10/23/2023
October 23, 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. If you do not have your package, please reach out to your seller for further assistance.Thank you,
Corporate Escalation Specialist
OnTrac Customer ServiceInitial Complaint
Date:10/04/2023
Type:Product 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.
The company always lie about my package and my route driver always make an excuses to deliver my packages. The route driver is a lieyer and company doesnt like to solve my problems about my deliveryBusiness Response
Date: 10/23/2023
October 23, 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 received.Thank you,
Corporate Escalation Specialist
Ontrac Customer Service
Ontrac.comInitial Complaint
Date:10/04/2023
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 ordered clothing from ***********.com and I received a notification that my package was delivered on 6/11/23 at 1 PM via OnTrac (aka LaserShip). I searched for my package and I could not locate it so I double checked the tracking history. Upon doing this, I saw that my package was marked as delivered with a forging of my signature and misspelling of my name. I contacted OnTrac through email regarding this and they recommended that I ask my seller (******* ****) for assistance while they investigate. However, *********** informed me that they could not assist and that they are not responsible since my package was marked as delivered by the carrier. Eventually, I received a response from OnTrac telling me that my package could not be located. I have asked OnTrac for a refund or instructions on how to submit a claim (since my package was clearly lost due to their negligence) however, they continued to send default emails suggesting that I contact my seller for assistance. I have also tried to contact OnTrac by phone but I have received no response.My tracking number for this package: ***************.My case number with OnTrac: ********Business Response
Date: 10/17/2023
October 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
been advised of your delivery instructions for you location to prevent any future mis-deliveries. Please reach out to you seller if you do not have your package.Thank you,
Corporate Escalation Specialist
OnTrac Customer ServiceCustomer Answer
Date: 11/01/2023
Complaint: ********
I am rejecting this response because:There was no valuable information in the businesss response at all. The letter stated that an investigation was done but it didn’t include the outcome of the investigation. The letter closed with “Please reach out to you seller if you do not have your package” which is a completely absurd statement. This company should know that the seller is no longer responsible for packages once they’re in the possession of the shipment carrier. At the very least, I would like compensation for my package that was lost by this shipment carrier.
Regards,
****** *******Business Response
Date: 11/08/2023
November 8, 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. The standard process would be for the consumer to contact their seller
for assistance as we are unable to further assist.Thank you,
Corporate Escalation Specialist
OnTrac.comBusiness Response
Date: 11/10/2023
Team,
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: 11/16/2023
I'd like information on other options I have, if any. This business continues to send me bogus statements advising me to reach out to my seller for assistance. They continue to state this, although I have explained that the seller is not responsible since they are not the party who lost my package. This is something that this company should be aware of as a shipping carrier. They continuously give me vague responses and refuse to accept responsibility.
Initial Complaint
Date:10/03/2023
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This is the 3 package that has been stolen by this company. They know what drivers scan and accept the packages, and do nothing when they are filed as lost. This package will equal over $500 of missing products that I have to wait and get a refund for. While you do nothing about your employees stealing from us. I will now file a police report for theft.Business Response
Date: 10/17/2023
October 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
been advised of your delivery instructions for you location to prevent any future mis-deliveries. Please reach out to you seller if you do not have your package.Thank you,
Corporate Escalation Specialist
OnTrac Customer ServiceCustomer Answer
Date: 11/01/2023
[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:
Though they say they do an internal review, when I call and talk to someone at the mint location, I was told this is a very common occurrence. If it is this common then you would have no employees to work for you. There is proof as to what driver signed for those packages, it’s hard to believe that you don’t have gps to see where these packages go. If they always stop at the same location that has no delivery’s. Your company is filled with thieves. I will do all I can to make sure the attorney general knows how corrupt your company is and ask them to bat allow you to do business in North Carolina. As for the packages yes I do after weeks of your company dragging its feet get my refund from the companies, but that’s not what I want I want what I payed for. What you agreed to do. That is delivering the packages you are paid to do. It’s a shame I have to stop doing business with companies that use you to deliver their orders.Regards,
*************************Business Response
Date: 11/10/2023
Team,
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
******************************
************
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