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Business Profile

Delivery Service

OnTrac

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

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

Find a Location

OnTrac has 20 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • OnTrac

      14850 Thompson Rd Chantilly, VA 20151-1029

      BBB accredited business seal

    • Ontrac

      1470 River Ave Pittsburgh, PA 15212

    • Lasership

      6300 Highlands Pkwy SE Smyrna, GA 30082

    • LaserShip Inc.

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

    • OnTrac

      2675 N 9th St Carter Lake, IA 51510

    Customer Complaints Summary

    • 3,437 total complaints in the last 3 years.
    • 1,254 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/13/2022

      Type:Delivery Issues
      Status:
      Answered
      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 an item from ******* Lasership had my item marked as delivered I never received my item and I have the email from lasership to prove it. The delivery people be stealing packages. This is the third time this has happened to me. This company needs to be investigated.

      Business Response

      Date: 10/20/2022

      Hello,

      Attached is LaserShip's response to this complaint.

      Thanks,

      *****
      Executive Escalations Specialist 
      LaserShip Customer Service
      ******************************
      ************

    • Initial Complaint

      Date:10/13/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My order number is ********* and I ordered my items from fashionnova weeks ago. They were confirmed delivered I know! However, I have not received anything no, my neighbors do not have my package and no I did not put the wrong address. No, there was no there to steal my package because I was home all day right next to the door. I was home and saw no truck from your company riding through my complex. I am frustrated upset and disheartened. I would like my package to be redelivered. I will not be pleased to hear that I have to talk to Fashion Nova because I have countless of times!

      Business Response

      Date: 10/31/2022

      Hello,
      Attached is LaserShips response to this complaint.


      Thanks,
      *****


      Corporate Escalation Specialist
      Lasership Customer Service
      ******************************
      ************

    • Initial Complaint

      Date:10/11/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 perhaps the 3rd or 4th time they have LOST/MISPLACED a package of mine.In the past, I did complain about Personal Property Damage, this was resolved.

      Business Response

      Date: 11/03/2022

      Hello,
      Attached is LaserShips response to this complaint.


      Thanks,
      *****


      Corporate Escalation Specialist
      Lasership Customer Service
      ******************************
      ************

    • Initial Complaint

      Date:10/10/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Order date:09/28/22Order number:46476Company:ciseShipping company:laser shipTracking number: 1LSCY2L00136QHFI placed an order on sept 28th with cise and the order shipped the same day and was delivered on sept 29th great service and fast shipping. The problem is my order says it was delivered by laser ship but I never received my package. I constantly have problems receiving my packages when laser ship is providing the delivery. I contacted cise and they told me to contact L.S and they launched and investigation. I had to reach out for a second time because of the failure to update me about the investigation only for them to tell me it was closed and the package was delivered as well as I need to reach out back to the company cise. I still have no package. Im unsure of what steps to take from here.

      Business Response

      Date: 10/24/2022

      Hello,
      Attached is LaserShips response to this complaint.


      Thanks,
      *****


      Corporate Escalation Specialist
      Lasership Customer Service
      ******************************
      ************

    • Initial Complaint

      Date:10/09/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      For the third this company has been shipping my items ro the wrong address. In fact it looks like thzy are stealing my items. There is no way that the same items got shipped to 3 different addresses. You guys need to look into the delivery system and the drivers

      Business Response

      Date: 10/31/2022

      Hello,
      Attached is LaserShips response to this complaint.


      Thanks,
      *****


      Corporate Escalation Specialist
      Lasership Customer Service
      ******************************
      ************

    • Initial Complaint

      Date:10/08/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 through *********, the company I work for. Lasership was the carrier to ship my product. Over the course of the past 5 days I have reached out to their customer service several times with no solution as to why they cant deliver it. They have the correct address to deliver my package yet keep saying they have attempted to deliver it but need more information, which I have continuously provided. I have called and was told that a supervisor would reach out to me to help (which never happened ) and I have multiple screenshots documenting my package would be delivered by their customer service reps and its all been lies. I suspect my package was stolen and I have gotten zero help to receive it.

      Business Response

      Date: 10/11/2022

      October 11, 2022

      Dear *****,

      First of all, I apologize that it has taken this long for your concerns
      to be addressed.  We understand how important your order is to you.
      Unfortunately, we experienced a delay with your delivery, and we apologize for
      any frustration this caused.  Our team reports your package has since been
      delivered and should have arrived at your location. We would just like to
      confirm that you have received your package or additional assistance from your
      Seller at this time.  Please respond here if you would like to provide
      delivery instructions or a standard delivery procedure that you think might
      assist the driver with future deliveries.  Examples would include a door
      code, presence of a mail room, hours of operation, or other proper drop-off
      point.

      Wishing you a pleasant week,

      Thank You,
      Victoria
      Executive Escalation Specialist
      LaserShip Customer Service

    • Initial Complaint

      Date:10/07/2022

      Type:Delivery Issues
      Status:
      Answered
      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 placed 5 orders (with 1 that has been reshipped) through a company that uses LaserShip as their package carrier. All of my orders have been marked "delivered" exactly one minute after the package said it has arrived at the ************* Facility this week alone. I have contacted their customer service line about the packages and there is no response outside of "it says it was delivered" even though the drivers have the ability to take photos of the delivered packages and there has not been any present on the tracking (as they have every time I have actually received a package from LaserShip outside of it being just marked as "delivered", there has been photo proof).

      Business Response

      Date: 10/21/2022

      Hello,

      Attached is LaserShip's response to this complaint.

      Thanks,

      *****
      Executive Escalations Specialist 
      LaserShip Customer Service
      ******************************
      ************

    OnTrac is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

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