ComplaintsforOnStar Corporation

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have an existing account from a 2017 ***** Colorado that I purchased in 2017 that is in my name. My member number is 3-85943984745. My wife and I purchased a 2023 GMC Acadia on Saturday, July 29th. During the purchase process I listed my email as ************************** However, afterwards realized that the email associated with my On Star services is ************************** Since then, this has messed everything up. My app on my phone will not work, my wife's does not work, and it won't let me place an order on the MyGm website for accessories for the Acadia. I have called OnStar 4 seperate times to try and resolve this. I spent around 45 minutes on the phone with a guy on Sunday, July 30th trying to resolve it. At the end of that phone call, everything seemed to be working, but later on that evening it all stopped working again. I need to change everything associated with OnStar and MyGM to my Gmail address because I no longer use the Yahoo email. The guy did change most of everything to the Gmail address, but on MyGM, I still see the Yahoo email address as my username. I just want everything to work as it should.

  Business response

  08/15/2023

  August 15, 2023
  
  
  ***************************
  2231 ****************
  *************, **  24219
  
  OnStar Account # *********
  ******************** 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 15, 2023, you confirmed that the mobile app is working. As a goodwill gesture we provided you with 3 months of the Premium Plan, which is good through November 14, 2023.
  
  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

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My vehicle was stolen from my property today, July 31st, 2023. The police were called and on scene to try and recover the vehicle. OnStar would not provide location details of the vehicle until we paid a $312 fee to activate OnStar services. This is absolutely insane. How could this even be ethically right? Our vehicle was just stolen from our property and OnStar is worried about making $312 from a victim? On top of this, when the police asked the woman from OnStar to shut the vehicle down, the woman would not do so due to the fact that the police officer was not able to tell her if it was safe to do so due to the office being with us at our home and not chasing the vehicle. So for this reason, she delayed the process and shut the vehicle down when the officers were on a foggy road and were not caught up to the criminals, in which they were able to jump out of the vehicle and ultimately did not get caught. Thanks a whole lot OnStar!

  Business response

  08/10/2023

  August 9,2023
  
  
  *******************************
  501 **********************
  *******,** 15650
  
  
  
  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 4, 2023, I apologized for the bad experience,and also canceled the subscription per your request.
  
  
  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
  
  
  
  

  Customer response

  08/10/2023

  [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

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted OnStar multiple times about the ***FI not working with my in-dash mobile apps and not connecting properly to anything. I am being charged monthly for a service I cannot use or get the antique to resolve. I have an email telling me to spend more time at the dealership. This is ridiculous. My case, *********, for the 2018 Cadillac XT5, *****************, still needs to be resolved. I have called ************ three times. I get disconnected via the automated system when I press 2 for a ******** keeps telling me to enter a voicemail box number, and after the third ask, it disconnects me. I sent a text and got this response:Hi ********! This is ***** from OnStar. I am sorry that your case, *********, has not been resolved. Looking into the account, there is no update yet for the issue. I tried calling and keep getting disconnected and referred to text in Based on the nature of your concern, the Technical Assistance Team is better equipped to get you the help you need. They can be reached at 1-************ or by pressing the OnStar button in the vehicle. They are open from Monday-Sunday 9 am-8 pm (EST). The technical assistance team is only available via the phone line. I apologize that you were routed to the messaging channel. Please try again to contact them through the phone number, or you can press the OnStar button at your convenience. I need this fixed or for my in-dash software/system upgraded to one that works.

  Business response

  08/10/2023

  August 10, 2023
  
  
  
  *************************
  3800 *******************
  ********, **  30008
  
  
  
  Account # *********
  ******************** # ********
  
  Dear ************,
  
  This letter is confirmation of the active OnStar subscription for your 2018 Cadillac XT5 VIN ending in #****. You are currently on the monthly Essential plan.
  
  Per our conversation, OnStar will pay for a one-hour diagnostic. You have a scheduled appointment on August 10, 2023 with **************** in ******, **.
  
  If you have any additional questions, please contact ** at **************.  We are available Monday through Friday from 8:00AM until 6:00PM ET, and I am typically in the office from 9:00AM until 6:00PM ET.
  
  
  Sincerely,
  
  
  ******
  OnStar Executive Resolution Liaison
  

  Customer response

  08/10/2023

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

• Initial Complaint

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have made 20 monthly payments to OnStar in the amount of $42.63 per month, as a today total of $852.60 On 7/11/2023 I contacted OnStar because my GMC ****** 2021 was stolen, and I wanted for them to pin the location of the truck, came to found out they cannot locate my truck. Ive been paying for a service they could not provided when I needed and they cancelled the service. I am demanding the FULL TOTAL AMOUNT REFUND I paid for a useless service. I have spoke on the phone with several OnStar associates and they repeatedly lied to and promised phone calls backs that never happened. I have several reference numbers from them (#*********, #**********, #*********, #***********), I also have been recording each of the conversation. They gave a refund for $127.89 and a refund for $28.88 after they cancelled. I need for OnStar to refund the remaining of $ ****** I have sent the police report to their Loss Prevention team because they ESCALATED this case and I am still waiting. Today 7/24/2023 I spoke again with an OnStar associate and promised that I will receive an email with "INSTRUCTIONS". I just want from OnStar to refund me the remaining amount owe to me in the amount of $****** and to put the money back to the same card they have on file.

  Business response

  08/02/2023

  August 2, 2023
  
  
  
  *************************
  ************************************************************************************
  
  
  
  Account Number: *********
  ******************** Case #:  20366903 
  
  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 was processed in the amount of $695.83 to the method of payment on file. Please allow 3- 5 business days for the refund to post.
  
  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

  08/03/2023

  [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

  07/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On July 2nd ONSTAR charged my card for $15.00 for the unlimited data plan that I had in my 2022 equinox. This payment was for the month of July. then on july 14th they sent me a text message saying my data plan would be cancelled due to non payment. I contacted them informed them I have the bank records proving of the payment they took on July 2nd. They tried to say there was no such transaction. I advised the rep **** that I wanted all my plans with ONSTAR cancelled that day due to their poor customer service. Well, instead of cancelling them they instead charged my card on July 16th for ANOTHER $15 for the data plan they claim was never paid. I then contacted customer service and spoke to a manager **** who verified the additional charge. I again advised her they had no authoriation to do that charge on July 16th, and all my plans were to be cancelled. **** advised she would cancel the premium plan and the unlimited data. **** also stated i would receive a refund for the $27.99 charge for the premium plan AND then the $30 for the two charges of the data plan. So far I have only received the one refund for the premium plan. I have emailed loss and prevention team about the missing money and the duplicate charges. It has been over 72 hours and no response from loss and prevention. My documentation shows the transaction from onstar that posted to my bank on July 2nd, even though they claim they never did a charge on that day. I want a refund for my money they took and didnt provide services, a refund of the money they took without authorization and to be contacted by the business for an apology.

  Business response

  07/25/2023

  July 25, 2023
  
  
  
  *******************************
  ****************************************************************
  
  
  
  
  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 July 25, 2023, I applied 3 months of the Premium plan as a goodwill gesture, which is good through  October 24, 2023. I also applied 90 days of the ************** plan which is good through October 25, 2023.
  
  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 8:00 AM to 5:00 PM EST.
  
  
  Sincerely,
  *****
  OnStar Executive Relations

  Customer response

  07/25/2023

  [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 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

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  OnStar was contacted and told to cancel my plans because I had sold my vehicle. I found out my plans were canceled after I needed the service one day. When I called them they could only tell me that someone told them to cancel cause I sold my car. Mind you I'm driving my car when I'm talking to them. I told them I wanted to know who told them I sold my car and who had access to my account and they couldn't give me any information. I want to know who and how someone had access to my account to cancel my plans. OnStar had no solution to my issues charged me more, gave me a hard time and still didn't give me any information on who gave them permission to cancel. This is very upsetting as OnStar has private information that should be secure so to know that any *** D*** or ***** could call and cancel my plans is scary. I want answers from OnStar I'm furious.

  Business response

  08/08/2023

  August 8, 2023
  
  
  
  *******************
  *****************************************************************************************
  
  
  
  Account Number: *********
  ******************** Case #:  20333147 
  
  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. 
  
  If you have any additional  concerns, please contact us at **************.  We are available Monday through Friday from 8:00AM to 6:00PM EST.
  
  
  
  Sincerely,
  
  
  ******
  OnStar Executive Relations Liaison

  Customer response

  08/08/2023

  [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:
  
  I do not accept this response because it doesn't address the issue.  I talked with five separate representatives who all told me that Onstar was informed that I sold my car.  Onstar did contact me via phone and tried to tell me that those five people were wrong and tried to give me another excuse on why my services were disconnected without MY permission and then the lady proceeded to tell me that I don't know how their internet services in my vehicle works and got into a full blown argument with me and pretty much called me stupid.  I DO NOT ACCEPT this stupid response.  I want the truth from Onstar instead of them trying to hide their f*** up!  They allowed someone access to my accounts and now they are trying to hide it.  I deserve a lot better than the response received and you as the BBB should be ashamed of allowing that response.  

   

  Regards,
  
  *******************

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a free month from onstar on June 21 through July 21 of this year I was purposed have $25.00 gift card never received a gift card thats false advertisement from onstar

  Business response

  07/25/2023

  Tell us why here...July 25, 2023
  
  
  *************************
  *************************************
  ********, **  85351
  
  
  
  Account # *********
  ******************** 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 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 9:00 AM 6:00 PM EST.
  
  
  
  
  Sincerely,
  
  
  ******
  OnStar Executive Relations Liaison
  

• Initial Complaint

  06/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I recently purchased a new vehicle and had an onstar trial with it. I decided to add the Wi-Fi that wasnt on there before, as well as change my card on file. The customer service representative informed me that I would be charged $15 for the Wi-Fi and that it would be ready to use within the hour. I never got a chance to use the Wi-Fi because it never worked in my vehicle. 2 calls later, I spoke with a customer service representative that said she would escalate the issue since she couldnt get the ************* to work and that Id be informed of the results. I asked for a refund for the Wi-Fi that I never got to used, and was offered a free month once resolved. I just received an email saying my trial was canceled as well as Im not entitled to a refund because there was usage on the Wi-Fi. I never got to connect any of my devices and dont like to have my money stolen from me because of someone elses mistake. This whole ordeal has made my new car excitement diminish. Im a single parent that has to rely on the Wi-Fi when I work my side jobs, and havent really been able to do much because of it.

  Business response

  07/18/2023

  
  July 18, 2023
  
  
  ***************************
  *******************************************************************; 60637
  
  
  
  Account # *********
  ******************** 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 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 9:00 AM 6:00 PM EST.
  
  
  Sincerely,
  
  
  ******
  OnStar Executive Relations Liaison

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have spoken with over a dozen representatives today to get driving directions that do not take me over interstates or construction because I feel unsafe to the point that I could potentially endanger other drivers. They continued to put me on the wrong route repeatedly, sometimes sending me back toward my starting point.

  Business response

  07/16/2023

  July 14, 2023
  
  
  *****************************
  *******************************************
  Acct#*********
  ********************# ********
  
  
  
  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

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've owned a 2017 CHEV TRAVERSE since April 2017. Since that time, I purchased an OnStar 20GB wifi plan for a period of 12 months. Recently, I renewed my plan on May 1st and paid the full amount of $226.00 with a **** credit card. When we returned from a road trip in late May, we considered trading in our vehicle for a newer model and more appropriate and smaller vehicle. That said, we decided on a 2021 ****** VENZA Hybrid crossover. Today, June 16th 2023, I contacted OnStar to notify them of my transaction and to finalize my account. The agent located in *************** explained that no refund could be provided even though there were more than 8 gb remaining. The explanation given was if I owned another GM vehicle then I could recover and transfer my plan to another vehicle, but not on a ******* NO REFUND FORTHCOMING. If you can help me in this matter, that would be wonderful. Thanks for listening. GM

  Business response

  06/30/2023

  June 30, 2023
  
  
  *********************
  **********************************************************************************; K4C1E1
  
  
  
  Account Number: *********
  ******************** # ********
  
  
  Dear ******************,
  
  This letter is confirmation of the cancellation of OnStar of the 2017 Chevrolet Traverse ending in VIN **** on account number *********.   Per your request, this account has been canceled as of June 15, 2023 as the vehicle was traded.
  
  Per our conversation, no refund will be given as there was usage on the non-refundable data plan.
  
  If you have any additional questions, please contact us at **************. We are open Monday through Friday from 8:00AM to 6:00PM EST.
  
  
  Sincerely,
  
  ******
  OnStar Executive Relations

*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. ↩