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Business Profile

Automation Equipment

OnStar Corporation

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Automation Equipment.

Complaints

This profile includes complaints for OnStar Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 287 total complaints in the last 3 years.
    • 79 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/24/2023

      Type:Billing 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 am contacting you again concerning complaint ID ******** After being contacted by OnStar following up on their BBB complaint i Was promised over the phone not to be billed in the future and promised a refund of $60 so after trusting them i Agreed to close complaint ID ******** thru our verbal agreement. i Have again been charged $14 on my credit card and $15 on my wife's credit card for OnStar. (i Will be blocking them now and seek to formally pull back unauthorized charges). Reminder: Their services were to have stopped the end of December 2022 so on top of the $60 they charged for ******* ********** 2023 i Have now been charged for March $14 on one card and $15 on another now totaling $89 in OnStar fees owed to me. After doing some research i Have found many folks with multiple issues with similar problems. i Will be in process of seeking additional consumer advocates. i Will be refusing telecommunications since they have proven that oral promises will not be honored and will be demanding written documentation in the future via E-mail or snail-mail.

      Business Response

      Date: 05/05/2023

      May 5, 2023


      *****************************
      *******************
      Freemont,NE  68205


      Account #********* and 138637827
      BBB #********


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

      Thank you for taking the time and effort to bring your concerns to our attention. We would like to take this opportunity to apologize for the unsatisfactory experience you had with OnStar.
      Our goal is always to provide the safety,security and peace of mind that OnStar offers.

      Per our conversation, we have processed two refunds of $45.00 on each account to the method of payment on file. Please allow 3-5 business before the credit applies.

      If you have any additional questions or concerns, please contact ** at **************. We are open Monday through Friday from 8:00AM to 6:00PM EST. I am typically in the office between the hours of 9:00AM to 6:00PM EST.


      Sincerely,


      ******
      OnStar Executive Relations

    • Initial Complaint

      Date:04/20/2023

      Type:Sales and Advertising 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.
      OnStar had taken it upon themselves to terminate my service. They had sent a letter in the mail to contact them to advise if I still own the vehicle. My car is a 2019 Chevrolet bolt ev. Its barely 4 years old, so not sure why I wouldnt own the car, but I called them and talked to a representative and advised them I still owned the car. Rep advised dont worry, nobody is going to shut me off. A couple weeks later, OnStar cut off my services on march 3rd 2023. I called up upset and they told me they couldnt give me the 7 years of free service I had before because its no longer a plan. I told them I had services for free for 7 years and advised I still owned the vehicle and they still shut me off. They told me they had to break up my services in month to month intervals. My service has never worked with all the features *** had before. Ive been dealt with incompetence and lack respect. Each time I call to inform them that my services are not working correctly, they either hang up on me or lie and tell me they reopened my case. This has not been the case. My vehicle will be charging and get charge interruption notifications when the car is charging and the app will indicate the car is not charging. I want them to fix my services to the quality of service I had prior to the illegal disconnect of my service and stop receiving disconnection notifications in the mail.

      Business Response

      Date: 05/23/2023

      May 23, 2023


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



      Account # *********
      ******************** # ********


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

      On behalf of the entire OnStar organization,please let me take this opportunity to apologize for the unsatisfactory experience you had with us. 
      Per our conversation, please charge your vehicle and retest your mobile app. If you are still having issues after the charge, please reach back out to **.
      If you have any additional questions, please contact ** at **************. We are open Monday through Friday from 8:00AM to 6:00PM EST. I am typically available from 8:00 AM to 5:30 PM EST.


      Sincerely,

      *****
      OnStar Executive Relations

    • Initial Complaint

      Date:04/17/2023

      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 have cancelled my services twice with OnStar, and they continue to try to charge my account. Both times I call they try to sell me more services, when I very clearly do not want the services. In my last phone call, I was assured that my services were retroactively canceled and they would not attempt to charge me again. They attempted the charge again today. I've locked the card, so not losing any money. I want these charges stopped immediately so I can unlock my card.

      Business Response

      Date: 05/02/2023

      May 2, 2023



      ***********************
      ****************************
      ******, ******** 61833




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


      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 **************.

      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 

    • Initial Complaint

      Date:04/17/2023

      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 have continued to be billed for MONTHS despite calling to cancel on several occasions and being told that it was done.

      Business Response

      Date: 05/10/2023

      May 10, 2023


      *****************************
      14904 *************.
      ******,**  56425


      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 **. Thank you for taking the time and effort to bring your concerns to our attention.

      Per our conversation on May 10, 2023, the billing issue was resolved and a refund in the amount of $5.33 was processed.


      We are sorry if the service has not met your expectations. If you have any additional questions or concerns, please contact ** at **************. We are open Monday through Friday from 8:00AM to 6:00PM EST. I am typically in the office from 9:00 AM -6:00 PM. 


      Sincerely,
      Jada
      OnStar Executive Relations

    • Initial Complaint

      Date:04/16/2023

      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 called OnStar to help with assistance in unlocking my car. (April 14,2023) We locked the keys in the car. We were at a grocery store (*******************************************************. I was on hold for 15 minutes after that told that my car was not 5g so they could not unlock my car with a satellite.( I understood that ) Then after being switched to a service provider (Allstate) to help, the service provider told me they could not help because I was not a member of their service club. I told them I was transferred by OnStar so they put me on hold for 20 minutes and never came back. I hung up and a called AAA. They helped in 30 minutes total. I do not understand why OnStar service has almost completely disappeared.. This type of situation happened to me and my wife last summer (2022) in ************* ** when my Battery died and I called and no one ever came after I was told they were on the way. I had to contact the police to get a jump on my car. I would like to l know if I could get a refund. I am sending this story to the BBB and to the ************************ in **************. I believe it is false advertising or maybe discrimination against the elderly. I am 71 years old and if I need service I do not need to wait for hours on the phone and still not receive any. I pay annually for service. The last two times it was non existent. I would like to be refunded membership fees .*************************** ************ ***********************************************************************

      Business Response

      Date: 04/28/2023

      April 27, 2023


      Mr.***************************
      *********************************
      *********, ************** 28580


      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.

      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 **************.

      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

    • Initial Complaint

      Date:04/11/2023

      Type:Product 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.
      Im March 11, I requested to cancel my onstar services (via chat and text message so written confirmation). I was surprised yesterday, April 10 to learn that again I had been charged. I called yesterday and was on the phone for more than an hour, the employee could see that I had requested to cancel and didnt know why it had not been, but couldnt unlock my accountL because I didnt know the pin. I never set up a pin. I was told by the supervisor ***** that I had to call back in 24 hours to see if they had unlocked my account or not, they would not notify me or anything and it was incumbent upon me to continue to try to reach out to see if the pin that I didnt set up. Now 24 hours later, the account is still locked, I am unable to cancel because they cannot get into my account and I have spent several hours of my life dealing with this. Its an absolute scam, and there is no way it should take literally hours to cancel a service, when it takes 2 seconds to set up. I was also promised a refund on the previous 2 months, which God only knows if I will actually receive. Apparently verifying my VIN, address, location, where I purchased the vehicle, phone number, etc are not sufficient to do so. Today I called and explained the situation and was transferred to Jamir who is in stolen vehicle services and asked to verify my information AGAIN to get the process started to reset my pin. He then told me the only person able to reset my pin was out for the holidays and just came back into the office, but they have no idea when it will be resolved and he can hopefully call me back sometimeI want a cancellation and my money back.

      Business Response

      Date: 04/24/2023

      April 24, 2023



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




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

      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 **************.

      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

    • Initial Complaint

      Date:04/10/2023

      Type:Billing 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.
      On April 10, 2023 at approximately 5 oclock, I dial the one 800 number for Onstar. I was driving my wifes 2012 ***** equinox and I want the keys in the car. I was told by a Onstar rep who didnt speak English well, he couldnt pull my account up. Weve paid a monthly fee for Onstar for years. I hung up and called again. And spoke with someone else, and it was determine the software in my wifes vehicle was too old to send a signal. I am very frustrated with this because Ive paid for a service For years. I had to pay $76.56 for a roadside assistance. Call help. To my knowledge Onstar did not let their customers know that this would affect them. I know my roadside assistance fee paid back to me and my OnStar service adjuster , I am very irritated with Onstar. This is not going away for me and a simple apology is not good enough.

      Business Response

      Date: 05/09/2023

      May 8, 2023


      *************************
      656 ********
      *******, ** 78154


      Account # *********
      ********************# ********


      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

      Date:03/30/2023

      Type:Product 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 purchased an Onstar Essentials plan for my 2020 Escalade. I paid to provide me notifications about vehicle health, alarms and more to my phone. They kept turning off the notifications making the service useless to me. I called them and requested a refund as the service wasnt working 8 times in 5 days and are giving up. They charged me $224 originally and only refunded me $219 for the service in spite of the fact that they couldnt get it to work. The ************** said she would refund me entirely but couldnt because the system limits them. They need to refund my $4. I wont purchase another Cadillac because of this.

      Business Response

      Date: 04/17/2023

      April 14, 2023


      *******************************
      9177 ***********
      ******, **  48176



      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 ************.

      Per you request, OnStar has processed $4.28 back to the method of payment on file. Please allow 3-5 business days for the credit.

      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

      Date:03/29/2023

      Type:Product 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 had been being billed for a service with Onstar ever since I bought my car This most recently came to my attention - I never approved the ongoing Onstar I cancelled after the free trial . I was told on 03.21.23 I would receive a refund of $359.91 with a confirmation number and reference number - ********** - I have not seen the credit to my credit card and now Onstar says I was not told that . I asked them to review the call log since they record calls . They say I cannot talk to a ************** cannot refund me.

      Business Response

      Date: 04/11/2023


      April 10, 2023


      ******************************
      19480 *****************
      ********,**  55033-9640

      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.

      As of April 06, 2023, a refund in the amount of $359.91 was processed and could take 5-7 business days to reflect on your method of payment.


      If you have any additional questions or concerns, please contact us at **************. We are open Monday through Friday from 8:00AM to 6:00PM EST. I am typically in the office from 9:00 AM to 6:00 PM EST.


      Sincerely,
      Jada
      OnStar Executive Relations

    • Initial Complaint

      Date:03/27/2023

      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 had to move back to CA in 06/2021. I first called Onstar in August of 2021 and asked them to disconnect Onstar because I could not pay for it at that time. OCT 2021, I called again and in Jan or Feb. of 2022. I told them to disconnect the On-star, because I am homeless living at the Motel6 in ********** and ******* ** . I am still homeless.. On-star rep refused to cut off On-star and said that is the only way they can keep track of my car for theft or vandalism. I explained to On-star, each time, that I could not afford to pay the bill and to stop charging me since I was unable to pay them. The bill is almost $1000.00 already. When I first told them to cut it off, they said my balance was $300.00 if I want to pay $25.00 for the internet. That is when I learned. I need On-star for the internet. So no internet and cut off On-star, but the rep kept on star going. I begged them to stop but they said no we have to keep On-star on your car to track. One day some mean racist person threw a large object at my front windshield and shattered it. I used the On-star since they would not cut it off and called for help...well well well .. low and behold they finally cut it off... NO MORE CALLING FOR HELP. I guess On-star forgot about that... Now it is off.. and it needs to stay off until I can afford to pay for it.. Those extra charges needs to be taken off immediately. I do probably owe On-star $125-$250.. if that.. I just want to pay for my bill the CORRECT BILL.. then maybe i can try to cut it back on. Since we are working full time now.. I have noooo supporting documents because they will not send a bill but I have a balance.. Please help me resolve this issue.

      Business Response

      Date: 04/18/2023

      April 12, 2023



      ***********************************
      *************************************************************; 90815

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



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

      This letter is confirmation of the cancellation of OnStar account number **********.   Per your request, this account has been canceled as of date Oct 29, 2022.

      Per our conversation, there is no refund due and all outstanding balances were written off.

      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

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