ComplaintsforOnTrac

Delivery Service

Additional Complaint Information

Customer Complaint:

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Initial Complaint
07/14/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I ordered from **** on June 17th and was told June 25th it was out for delivery. I never received my package which was shown shipped by laser ship. Lasership keeps telling me it was delivered and refuse to prove it was delivered to the correct address as I live in a trailer park and there are many of my addresses and if not paying attention the lot number would be delivered to the wrong place. I looked at my camera footage and do not show a package delivered but lasership refuses to investigate any further. The customer service is the worst I have ever experienced.
Business response
07/26/2023
Hi,
Thank you for reaching out to us in regards to the delivery concern. We apologize for any inconvenience or frustration this may have caused. Upon receipt of the complaint, we reviewed the delivery events and determined that all exhausted efforts provided a negative search result.
We advised the customer of the steps taken to resolve the matter and referred the customer to the seller for refund or replacement options, whichever their policy will allow.
I apologize that were not able to help the customer locate the package. I assure you that all necessary steps have been taken to help resolve the matter.
If we can be of further assistance, please feel free to reach out to me.
Sincerely,
******
Customer response
07/27/2023
[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 asked for proof of where the package was delivered and they could not give it to me.

Regards,

*************************
Initial Complaint
07/14/2023
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 7/13/2023, Lasership claimed they attempted to deliver my package. They did not deliver the pacakge or attempted. This is an ongoing problem I have with lasership. Their delivery drivers do not attempt to make the deliveries or contact the owners of the package to retrieve the package. This is a safety concern as my personal information is in the package.
Business response
07/26/2023
Hi,

Thank you for reaching out to us in regards to the delivery concern. We apologize for any inconvenience or frustration this may have caused. Upon receipt of the complaint, we reviewed the delivery events. All efforts were made during this time to ensure that the delivery could be made as soon as possible.
We reached out to the customer to provide further context, apologize for the delayed delivery and see if there was anything further we can assist with.

If we can be of further assistance, please feel free to reach out to me.

Sincerely,
******
Customer response
07/27/2023
[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
07/13/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This shipping carrier is wildly unprofessional. They claim they cannot deliver packages and do not take customer inquiries seriously. They are taking peoples money and are incredibly unprofessional. They are not doing their part in shipping and should not be considered reputable. Below are 7 contacts I made to rectify and give instructions for delivery.
Business response
07/26/2023
Hi,

Thank you for reaching out to us in regards to the delivery concern. We apologize for any inconvenience or frustration this may have caused. Upon receipt of the complaint, we reviewed the delivery events. All efforts were made during this time to ensure that the delivery could be made as soon as possible.
We reached out to the customer to provide further context, apologize for the delayed delivery and see if there was anything further we can assist with.

If we can be of further assistance, please feel free to reach out to me.

Sincerely,
******
Customer response
07/27/2023
[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
07/12/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Date of transaction: June 30th 2023 Amount of money paid: $41.09 Business committed to deliver my ********* merchandise purchased on the above date. Nature of dispute: failed to deliver merchandise and signature forgery When contacting the company Ontrac, they claimed to have "resolved" this issue but no investigation took place because they said: "It was delivered and signed for" so they closed the case. They keep pushing me off to the seller but the seller advised me that they can't do anything for me since it was "signed for" even though I was not the one who signed for it. Tracking number: *************** Additional comments: I received an email that my package was delivered on 7/5/2023 via Ontrac, but I didn't receive it to my address/shipping address. I have multiple ring cameras around my home with footage for proof that there's was no carrier activity on my road, let alone at my home at the time they claim delivery to have been. Nothing was dropped off and definitely nothing was signed for by me. I contacted the seller of my product (as I was told to do by customer service) and they informed me that unfortunately there was nothing they could do for me because someone signed for me. The issue I have is that not only did someone who was not me sign for my package, they didn't even sign anything close to my name at all. And the driver left my package with them anyway, at a completely different address. The company even confirmed my correct shipping address but it still went elsewhere. I have proof of the signature that was used from whoever was lucky enough to receive my package via the tracking website. The company failed to investigate the signature and delivery fraud after I expressed my concerns on more than one occasion. Video footage is available upon request, from 3 separate **** cameras, showing street view, front door and front porch side view. I am seeking compensation for the cost of the product ordered.
Business response
07/21/2023
Hi,
Thank you for reaching out to us in regards to the delivery concern. We apologize for any inconvenience or frustration this may have caused. Upon receipt of the complaint, we reviewed the delivery events and determined that all exhausted efforts provided a negative search result.
We advised the customer of the steps taken to resolve the matter and referred the customer to the seller for refund or replacement options, whichever their policy will allow.
I apologize that were not able to help the customer locate the package. I assure you that all necessary steps have been taken to help resolve the matter.
If we can be of further assistance, please feel free to reach out to me.
Sincerely,
******
Customer response
07/24/2023
[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
07/10/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This delivery driver used an old photo to say my item was delivered. Problem is that we moved the second chair from the front porch and that picture was from a delivery weeks ago. They stole my package. I will be calling the cops
Business response
07/12/2023
Hi,
Thank you for reaching out to us in regards to the delivery concern. We apologize for any inconvenience or frustration this may have caused. Upon receipt of the complaint, we reached out to the customer to discuss the delivery concern via email to confirm the delivery and advised if we can be of further assistance, however we have not heard back from the customer.
If we can be of further assistance, please feel free to reach out to me.
Sincerely,
******
Customer response
07/13/2023
[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
07/10/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed two orders on *********** on the 28th of June 2023 $15.98 and $423.24 and they shipped them through OnTrac also known as LaserShip. Delivery was slated for the 3rd of July 2023. When I didnt receive my package by Friday the 7th of July, I tracked on OnTrac and they showed delivered on the 3rd of July 2023 by 12:49 and 12:50 respectively, left with person *********** who was supposed to be me, signed with ***. Except that I never I received the package. I reached both *********** and LaserShip to file a claim that I didnt receive the package but it shows delivered. The carrier responded and said they are investigating and will respond in 2 business days, *********** also responds and said they have proof of signed delivery. The signature on the image showed *** I mailed back *********** and argued that I didn't receive that package neither is my signature ***. I asked them to get to the bottom of the matter and have my package delivered. I also asked for visual proof of delivery. *********** responded to the email to say they can confirm that I didnt receive this package and is sending me claim to a reship. I clicked the link but out of the two orders, one $15.98 (#*********) and the other $423.24 (Order #*********) they were only reshiping the $15.98.I refused to accept the claim and mailed them again asking for my claim. To my surprise, *********** said they will not be issuing that claim for ********* since issued one for ********* earlier.I responded and told them that I didnt accept the former claim and requested that they take it back and reissue a claim for the $423.24 order. Whilst waiting for their response, I came across proof of someone that had same issue like mine in May. They claimed they delivered to her and signed with ***. That moved me to ******* to search and I discovered so many similar issue with LaserShip . *********** is aware of this but is asking me to reach OnTrac for authorization of a claim.
Business response
07/12/2023
July 12, 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 sort team and in the case of a mis delivered 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. Regrettably, we are unable to further assist in this matter.
Thank you,

Executive Escalation Specialist
OnTrac Customer Service
Customer response
07/13/2023
[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 even though this resolution is not satisfactory to me, I am accepting it.

I am only accepting this response because the seller already issued a full refund on the packages. If not I will not be accepting this response from you.

Regards,

*********** ****** **** *****
Initial Complaint
07/09/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I made a purchase at ****** ***** 10 days ago and paid for 2 day shipping and I still haven't received my package.
Business response
07/12/2023
July 12, 2023
Dear *******,
We would like 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 lost by OnTrac. Your package arrived in our delivery facility on 07.06.2023 without further movement. Please reach out to your seller for additional assistance.
Thank you,

Executive Escalations Specialist
OnTrac Customer Service
Customer response
07/13/2023
[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: losing my package is unacceptable.

Regards,

*******************************
Initial Complaint
07/08/2023
Complaint Type:
Delivery Issues
Status:
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.
Ordered an item from a merchant with express shipping on June 27th. The item was shipped on June 28th with OnTrac/ LaserShip. This shipping agent has not delivered the item nor have they responded to multiple inquiries from both the merchant and myself about delivery status. I need the item for an upcoming international trip.
Business response
07/12/2023
July 12, 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. Our tracking indicates your package was delivered on 07.11.2023.
Thank you,
Executive Escalation Specialist
OnTrac Customer Service
Initial Complaint
07/08/2023
Complaint Type:
Service or Repair Issues
Status:
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.
My package ( *************** ) said on July 1st 2023, that it was shipped and said it should be delivered on July 4th 2023. It is now July 8th 2023, my package is four days "late* and it says my package on the 2nd of July 2023, that the address is wrong and to contact them. The delivery address for the package was in fact NOT wrong and I did contact them on July 6th 2023, twice. They said to wait two days for an update and it has been two days with no update.
Business response
07/11/2023
Hi,

Thank you for reaching out to us in regards to the delivery concern. We apologize for any inconvenience or frustration this may have caused. Upon receipt of the complaint, we reviewed the delivery events. All efforts were made during this time to ensure that the delivery could be made as soon as possible.
We reached out to the customer to provide further context, apologize for the delayed delivery and see if there was anything further we can assist with.

If we can be of further assistance, please feel free to reach out to me.

Sincerely,
******
Initial Complaint
07/07/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
***** order ********** and tracking number ***************. I paid 5 dollars in shipping and US$39.77 total. OnTrac claims it was delivered and did nothing to help me resolve it. An attempted delivery was made to the manager of ****** Mail services, not even the address i provided (it’s open 24 hours, unlocked, has a place for delivery at the door and support staff so i don’t know why it wasn’t just delivered there). when the package was declined, the person made the manager sign so they could get paid for delivery (screenshot provided). ***** keeps saying to contact the delivery company and OnTrac says to contact cider. They have not tried to resolve the issue at all. They are responsible to deliver the package. The address was **** *** ****** ** ******* **** ***** **** **** Washington DC *****.
Business response
07/11/2023
July 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 sort team and in the case of a mis delivered 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. Regrettably, we are unable to further assist in this matter.
Thank you,

Executive Escalation Specialist
OnTrac Customer Service
Customer response
07/11/2023
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,

***************************

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