ComplaintsforOnStar Corporation

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Initial Complaint
08/29/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Contacted Onstar to cancel services on 8-27-2023. Services were cancelled. On 8-28-2023 Onstar charged my bank account $15. I contacted Onstar and they refused to reverse charges or pro-rate.
Business response
09/06/2023
September 06, 2023

***********************
*********************************************************************************************; 41007

Account Number: *********
******************** Case # ********

Dear ****************,

As an OnStar customer, youve been able to count on ********************** to be there whether its a medical emergency or a simple convenience like unlocking your vehicle doors remotely. Our goal is always to provide the safety, security and peace of mind that OnStar offers.

Recently you experienced a concern with our OnStar services. We would like to take this opportunity to apologize for your experience. Per your request, we have resolved your billing concerns and a refund in the amount of $15.00 has been processed.

If you have any additional questions, please contact us at **************. We are available Monday through Friday from 8:00AM to 6:00PM EST.

Sincerely,

******
OnStar Executive Relations Liaison
Customer response
09/06/2023
[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 would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***********************
Initial Complaint
08/25/2023
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 decided to cancel my On Star account as I was not using the services at all. For the last 25 months I have paid On Star $16.80 per month for their services. After talking on the phone, On Star claims that 1) I do not have an account with them. 2) The credit card being billed is not on file. 3) The vehicle I drive every day that says Connected to On Star services is not in their system. I emailed them the last two years of credit card statements proving that the exact amount of their services was being charged to me by On Star ******, and the contact number provided in the statement was in fact the one that matched up with whom I had called in the first place. I have no other vehicles, past vehicles have never had On Star, and no one else lives in my home or drives my vehicle. So according to On Star I have been making monthly payments for them to provide me with ZERO services. If I do not have On Star as they claim, then please refund me the hundreds of dollars you have stolen from me and cancel my account as I have asked. I even get monthly emails keeping me up to date with my On Star services, with an account number attached. I assumed a company of this magnitude with be a little more together, it this is genuinely baffling.
Business response
09/08/2023
September 06, 2023

*****************************
*****************************
******
**************** V1L6M9

Account Number: *********
******************** Case # ********

Dear ******************,

As an OnStar customer, youve been able to count on ********************** to be there whether its a medical emergency or a simple convenience like unlocking your vehicle doors remotely. Our goal is always to provide the safety, security and peace of mind that OnStar offers.

Recently you experienced a concern with our OnStar services. We would like to take this opportunity to apologize for your experience. Per your request, we have resolved your billing concerns.

If you have any additional questions, please contact us at **************. We are available Monday through Friday from 8:00AM to 6:00PM EST.

Sincerely,

******
OnStar Executive Relations Liaison
Customer response
09/10/2023
[A default letter is provided here which indicates your rejection of the business's response.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
OnStar claims that for the last two years, I was billed $16.80 per month for having their app . . Which is nonsense. App subscriptions are billed through the App Store and billed accordingly through apple. I want a refund for the months that I paid $16.80 to OnStar for their non existent services. (Dating back to Sept 2021) They made a mistake and need to own up to it I was even contacted by OnStar part way through this time period and I asked them to cancel all services. They said yes after the free months they wanted to give me. Even after this ordeal, they even had the audacity to ask if I wanted to sign up for OnStar and if I did they would offer 4 free months. Do not ever sign up for OnStar, absolute scam.

Regards,

*****************************
Initial Complaint
08/20/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
August 3 -7th onstar has been trying to collect money for services I never signed up for. I only had wifi agreement with them for ***** a month. But I was charged ***** twice I never agreed for them to take funds. From what I was told by providers card services that onstar contacted ****** Bank for the account number and routing number then illegally took the money from my account. **** from ********************** services was hostile on the phone said you'll get refunded all back but I still haven't received it and will not respond back since he called me.
Business response
08/28/2023
August 28, 2023

***********************************
**************************************************; 55769

Account # *********

Dear Mr. ******,

The OnStar Executive Relations team has attempted to contact you in an effort to address your concerns. Unfortunately, we have been unsuccessful in reaching you thus far. The number we have tried to dial is **************.

Please call me if you would like to further discuss your concerns. I can be reached at **************. The Executive **************** is open Monday through Friday from 8:00 AM 6:00 PM EST. I am typically in the office between 8:00 AM and 5:00 PM

Sincerely,

****
OnStar Executive Relations Liaison
Initial Complaint
08/19/2023
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.
On August 11 2023 our chevrolet Silverado quit running while we were on a camping trip. Onstar towed our truck to the nearest chevrolet dealer that was a 100 miles away. After the truck was fixed a week later, Onstar refused to have our truck delivered back to us resulting in me having to pay ******* to have it delivered back to us at the campground 100 miles away. But they would pay to have it delivered to my house that is **** miles away leaving my wife and I with the trailer at the campground. Since I pay so much for this service per year and get treated like dirt, when my renewal comes up I have no choice but to cancel this.
Business response
08/29/2023
August 29, 2023

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

Account # *********

Dear **************,

The OnStar Executive Relations team has attempted to contact you in order to discuss the recent concerns. Unfortunately, we have been unsuccessful in reaching you thus far. The number we have tried to dial is (765) ********.

If you would like to further discuss any concerns, please call me at your earliest convenience. I can be reached at **************. The Executive **************** is open Monday through Friday from 8:00 AM 6:00 PM. I am typically in the office between 9:00 AM 6:00 PM EST.

Sincerely,

******
OnStar Executive Relations Liaison
Customer response
08/29/2023
[A default letter is provided here which indicates your rejection of the business's response.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:

[You must provide details of why you are not satisfied with this resolution. Please type details here:]

************ is my number. I have my phone with me at all times! NOBODY from Onstar has ever tried to contact me!! If it's like everything else Onstar and GM tries to do, somebody probably doesn't know how to dial a phone. Regards,

*************************
Initial Complaint
08/17/2023
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 brought a brand new 2023 ***** Colorado Trail Boss paid cash for it outright and wasn't told that everything that the dealer said I should have included with the vehicle would cost extra. Including Auto start, safety features like having your texts read out loud, being able to talk to your device instead of having to manually do it
Business response
09/05/2023
September 5, 2023

Mr. *******************************
******************************************************
Apt# B101
**************, ** 84123-7853

Account Number#*********
******************** Case # ********

Dear ******************,

The OnStar Executive Relations team has attempted to contact you in an effort to address your concerns. Unfortunately, we have been unsuccessful in reaching you thus far. The numbers I have tried to dial is ************.

Please call me if you would like to further discuss your concerns. I can be reached at **************. The Executive **************** is open Monday through Friday from 8:00 AM 6:00 PM ET. I am typically in the office between the hours of 9:00 AM 6:00 PM ET.

Sincerely,
Jada
OnStar Executive Relations
Initial Complaint
08/16/2023
Complaint Type:
Product 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.
This complaint is for my 91 year old mother. She and my dad (who past away years ago) had Onstar with their new car. The contract # is ***********. After my dad died my mother kept the service and had the $15/month automatically taken out of her checking account. In Oct 2022 she sold her car and no longer drives. On 10-21-22 (at 10:07 AM) I called Onstar and spoke to ******. She said they would cancel the coverage and gave me a confirmation # of **********. However, I noticed Onstar was still taking money out of her checking account. On 5-15-23 (at 6:28 PM) I called Onstar again & spoke to ****. He said he would cancel the contract/stop the billing and refund my mom $120 for the money collected back to Oct. 2022. The reference # given was ************. However, they are still taking the $15 out of her checking account. We need help getting the payments stopped & her getting a refund back to Oct. 2022.
Business response
08/30/2023
August 30, 2023

***********************
*******************************
****************, ** 48336

BBB# ********

Dear **************,

The OnStar Executive Relations team has attempted to contact you in an effort to address your concerns. Unfortunately, we have been unsuccessful in reaching you thus far. The number we have tried to dial is *************.

Please call me if you would like to further discuss your concerns. I can be reached at **************. The Executive **************** is open Monday through Friday from 8:00 AM 6:00 PM EST. I am typically in the office between 8:00 AM 5:00 PM EST.

Sincerely,

*****
OnStar Executive Relations Liaison
Customer response
08/30/2023
[A default letter is provided here which indicates your rejection of the business's response.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:

[You must provide details of why you are not satisfied with this resolution. Please type details here:] OnStar claims to have tried to call me. I reject that as a false statement. I do not recall them calling me. I have not seen any calls from OnStar in my caller ID. I also haven't listened to any recorded messages from OnStar on my phone. I believe OnStar is stalling so I will drop my complaint while they continue to take money out of my mother's account & refuse to refund the money taken out since we terminated to account.
In my opinion OnStar should be shut down or heavily penalized for their refusing to cancel contracts. As I mentioned previously, my 91 year old mother sold her car & no longer drives. Therefore, the OnStar service is no longer needed. I called and notified OnStar that the car was sold & my mom no longer needs their service. I was given a reference # for the cancelled contract but it wasn't cancelled. When I called back I was told the contract would be cancelled & she would receive a refund check for the 5 months of money collected after we notified OnStar the car was sold. I was also given another reference # for the phone call. However, OnStar is still taking money out of her bank account & refusing to refund her money.
What is my next step to stop OnStar from stealing money from my mom & other people?

Regards,

*********************** ************
Initial Complaint
08/16/2023
Complaint Type:
Billing 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.
On 8-15-23 OnStar charged my debit card for my monthly subscription to my plan. Within the last 3 weeks I obtained a new debit card from my bank because unrelated suspicions activity on my card. I never provided OnStar with my new card information but somehow they obtained it without my permission or me calling to update my information. OnStar charged my new card without my authorization. I called OnStar and was told I need to speak to my bank. I called my bank and they explained and emphasized they did not share my card information. OnStar is illegally obtained my card information and billed it without my approval.
Business response
08/28/2023
August 28, 2023

***************************
4737 **********.
**********, ** 90621

OnStar Account # *********
******************** # ********

Dear *******************,

This letter is confirmation of the cancellation of OnStar account number *********. Per your request, this account has been canceled as of June 22, 2023

Per our conversation, on August 15, 2023 you were refunded $44.99 back to the method of payment on file.

If you have any additional questions, please contact us at **************. We are available Monday through Friday from 8:00AM to 6:00PM EST.

Sincerely,

******
OnStar Executive Relations
Customer response
08/28/2023
[A default letter is provided here which indicates your rejection of the business's response.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:

The business made no attempt to fix the issue or make any offer.

Regards,

***************************
Initial Complaint
08/15/2023
Complaint Type:
Billing 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 have called and canceled my subscription 6 months in a row and continue to be billed. I have to call every month to confirm my cancellation and get a refund.
Business response
08/31/2023
August 31, 2023

*********************************
4033 ***************
***********, ** 37174

OnStar Account #*********
BBB Case #********

Dear **********************

On behalf of the entire OnStar organization, please let me take this opportunity to apologize for the unsatisfactory experience you had with us. Thank you for taking the time and effort to bring your concerns to our attention.

Per our conversation on August 31, 2023, as a goodwill gesture we provided a refund in the amount of $165.80 to the method of payment on file. While we show it has been processed, please allow 3-5 business days for the refund to show up on your end.

We are sorry if the service has not met your expectations.If you have any additional questions or concerns, please contact us at **************. We are open Monday through Friday from 8:00 AM to 6:00PM EST. I am typically in the office from 8:00 AM to 5:00PM

Sincerely,

****
OnStar Executive Relations
Initial Complaint
08/11/2023
Complaint Type:
Billing 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 noticed that I was receiving emails from Onstar regarding a vehicle that I no longer owned which made me consider that I may be getting billed. I called Onstar on August 2, *************************************************************************** regard to the 2020 Chevrolet Blazer because there is a new owner. I have a very simple request. Send a letter and/or email stating that my account is closed for this vehicle to ensure that I am not billed for this vehicle. There is also a vehicle on my account that I haven't had in years, a Chevrolet Impala. I would like a letter and/or email verifying that I no longer have an account for that vehicle as well.It's unacceptable to keep my name and account open when I no longer have these vehicles and to be deceitful saying that they cannot find my account when they clearly can see that I had those vehicles.I have financial statements showing Onstar billing as proof. Close my accounts.
Business response
08/15/2023
August 15,2023

*******************************
7610 ********
*******,** 60620

Account Number #*********
******************** Case # ********

Dear *****************,

As an OnStar member, youve been able to count on OnStar to be there whether its a medical emergency or a simple convenience like unlocking your vehicle doors remotely. Our goal is always to provide the safety, security and peace of mind that OnStar offers.

Per our conversation on August 14, 2023, I explained that per our records you are not currently being billed and no future charges will occur for both vehicles due to cancellation.

If you have any additional questions, please contact us at **************. We are available Monday through Friday from 8:00 AM to 6:00 PM EST. I am typically in the office between the hours of 8:30 AM to 5:30 PM EST.

Sincerely,

*****
OnStar Executive Relations
Initial Complaint
08/09/2023
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Onstar illegally took funds from my account after I canceled everything to do with onstar ***** twice charge. They refuse to send money back into my account. I told ********************** if I want services I will buy them not having them take money from my debit account.
Business response
08/28/2023
August 28, 2023

***********************************
**************************************************; 55769

Account # *********
******************** case #********

Dear Mr. ******,

The OnStar Executive Relations team has attempted to contact you in an effort to address your concerns. Unfortunately, we have been unsuccessful in reaching you thus far. The number we have tried to dial is **************.

Please call me if you would like to further discuss your concerns. I can be reached at **************. The Executive **************** is open Monday through Friday from 8:00 AM 6:00 PM EST. I am typically in the office between 8:00 AM and 5:00 PM

Sincerely,

****
OnStar Executive Relations Liaison
Customer response
08/30/2023
[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 would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***********************************

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