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:10/03/2023
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.
Hello, I ordered a product ******* from **** *** on 9/20/2023. They were to be delivered on 9/22/2023. They shipped through OnTrac. I was shipping the product to a friend in Los Angeles. The package started in Visialia California on 9/21/2023. The package went to Sun Valley California and has now been delayed 10+ days in a row with no explanation. **** *** stated they cannot do anything. OnTrac refuses to connect me with an employee via phone. They will not return any email inquiries. When I tried to use chat, the employees disconnect mid chat. I feel as though my money is being held hostage as I cannot cancel my order and have it shipped again or try to purchase the product in person. I have seen multiple reports of this happening online, and OnTrac even falsely claiming delivery once enough time has passed. My tracking number with them is: ***************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 ServiceInitial Complaint
Date:10/03/2023
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.
The package arrived at Houston but stuck at “delayed” for several days. Contact OnTrac but got no effective answers. Tracking number is ***************.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 ServiceInitial Complaint
Date:10/03/2023
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.
The business name is Ontrac! They are claiming my package was delivered! I was home on 9/29/2023 when the package was supposedly delivered! The carrier did not ring my bell or knock on my door! I've had issue when their employees has left my packages in the public street! I would like to know where exactly is my package! They usually have pics of delivered items! I see none for my missing package!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 ServiceInitial Complaint
Date:10/03/2023
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 am convinced that LaserShip/Ontrac employees are stealing my packages and no delivery was ever attempted. I have 3 separate tracking numbers, from 3 separate retailers. Each one states delivered to my door, although I've left instructions with Ontrac not to use that method for delivery. There are also doorbell cameras, and cameras all over the mail rooms for this building. Saying something is delivered to my door, when I'm at home - and I go to check within minutes and its NOT there ...? Shady. 3 times this has happened. It's been a headache trying to work with the retailers to get a refund, I can't get those items anymore because they're either sold out or they were on a promotional price that I can't afford anymore - so I'm just hoping for those refunds at best. This company is committing mail fraud. I have no pictures/ no proof of delivery. Just their "notifications" which are about as good as a thumbtack in the water. Tracking number for ****: ***************, ***: ***************, *******: ***************. Filed complaints with Ontrac for each one, no resolution from their end. Just had to work with retailers to remedy. I hope the profit losses are such that they rethink using this company. All purchased between June 2023-September 2023.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 ServiceInitial Complaint
Date:10/02/2023
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.
OnTrac/Lasership has failed to deliver yet another package. When I went to check my *************** order (placed on 24 September 2023, totaling $179.99) online, I found that a message stating that the package (tracking no. ***************) was "held in warehouse" and I must contact them or the package will be returned. "We need more additional information to complete your delivery," OnTrac's website explains. This makes no sense to me, as my address was filled out correctly, and no other delivery providers have had difficulty finding it. I want this package delivered as quickly as possible, and I would like an explanation for this delay and action taken to prevent similar occurrences in the future. If I had not happened to wonder today about the status of my *************** order, I would not have discovered OnTrac's "need [for] more additional information to complete your delivery." I am currently highly stressed about the status of this order due to its significant cost. OnTrac/Lasership is utterly dysfunctional.This is not the first time OnTrac/Lasership has failed. This past June (2023), they claimed to have delivered a Uniqlo package worth $77.49 to my address (tracking ID: ****************, but I could not find it anywhere near the premises nor at neighboring apartment buildings, even after a week. Thankfully, ****** eventually granted me a refund. I do not want to have to go through this process again, this time with ***************. Lasership/OnTrac's performance is disgraceful, showing a reckless disregard for customers, their money, and peace of mind and betraying the companies with whom they partner, and they should not be allowed to operate in this fashion.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.Your package was returned to your seller per our three-day hold policy. Please reach out to your seller for further assistance.
Thank you,
Corporate Escalation Specialist
Ontrac Customer ServiceInitial Complaint
Date:10/02/2023
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.
THIS COMPANY MISHANDLE A PACKAGE. THEY DELIVER SOMEONE ELSE PACKAGE, THE PACKAGE HAS A LARGE LABEL WITH SOMEONE ADDRESS AND NAME AND A TRACKING NUMBER. THEN THERE A SMALLER RECTANGLE LABEL WITH A DIFFERENT TRACKING NUMBER AND MY ADDRESS. I CONTACTED THE COMPANY TO SEE IF I CAN DROP THE PACKAGE OFF AND RETRIEVE MY PACKAGE INSTEAD. WAS TOLD SOMEONE WILL CONTACT ME. NO ONE HAS CONTACT ME. I HAVE SPOIKEN TO 10 REP AND WAS TOLD TO LEAVE THE MISHANDLE PACKAGE ON MY PORCH. IT BEEN 3 DAYS AND NO ONE HAS RETRIEVE THE PACKAGE OR DELIEVER MY PACKAGE.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 ServiceInitial Complaint
Date:10/02/2023
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 a **** purse from ********* **** 9/15 who engaged OnTrac for delivery. The packaged shipped 9/18 from CA and tracking indicated it was delivered to my residence Friday 9/22 at 8:31pm. It was not delivered. We had numerous deliveries that day from other carriers and all were recieved and collected. It did not show up Sat or Sunday. Tracking shows it was received by their local facility at Monday 9/26 at 9:17 AM I reached out to OnTrac 9/26 to inquire status and was told to expect a response within 2 days. received no response and reached our 9/28, 9/29 and 9/20. OnTrac responded on 10/2 that because so much time had passed there is nothing they can do. I asked to open and investigation and they refused.Business Response
Date: 10/16/2023
October 16, 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 ServiceInitial Complaint
Date:10/02/2023
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 placed an over $400 with ** **** on September 15. I got a notification on September 20th that my package was at the ontrac/Lasership warehouse on 9/20. I called a few days after to get an update because it said my expected delivery date was 2 days before I called and the tracking wasn’t updating. On Tuesday I received a notification around 9pm that my order had been delivered on 9/26 I had been home all day and nothing was delivered! There is no number to contact this company. This is the biggest order I’ve placed with ** **** and it’s gone! I’ve read so many complaints about this company stealing packages. I don’t understand how they are still in business. Which is why Lasership changed their name to Ontrac. Im so upset! This company is a joke and a bunch of thieves. I want my items delivered like they should have been!!Business Response
Date: 10/13/2023
October 13, 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 Customer ServiceInitial Complaint
Date:09/30/2023
Type:Order 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.
On Saturday September 30, 2023 at 3:40pm a young lady threw my package from my yard onto my porch in an aggressive manner all the while loudly yelling at someone on her phone. She walked across my freshly seeded yard, ignoring the posted signs to please use the sidewalk that is right next to where she is walking. All of which can be seen in a video that I can provide upon request.Business Response
Date: 10/11/2023
October 11, 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 ServiceCustomer Answer
Date: 10/25/2023
[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 me.
Regards,
*************************Initial Complaint
Date:09/30/2023
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.
Two times within 3 weeks, I placed an order with *********** *****, who apparently uses LaserShip now instead of **** Both times, Lasership has marked an item as delivered "at the front door," and nothing is there. And I can 100% verify that no one even walked up to the front door to deliver anything, because we havea Ring camera there. This company is either stealing packages or just completely incompetent. *********** ***** won't do anything about it until it's been >2 business days, so you're just out the money. I've filed two separate inquiries with LaserShip for these incidents, both of which have gone unanswered. How is this company able to stay in business??Business Response
Date: 10/11/2023
October 11, 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 Service
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