Business Profile

Automation Equipment

OnStar Corporation

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Complaints

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

Customer Complaints Summary

286 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.

Initial Complaint
Date:03/24/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
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 updated from a 4G to 5G system and since my phones are not compatible to use their services as of Oct. 2022 called to drop Onstar. They agreed and they were to stop my plans the end of Dec. 2023 when my phones become incompatible.PROBLEM: Onstar is still billing me for two autos $15/mo. Jan-Feb $60 so far. We have never used their services since December (we are not even able to use their services). I have called to stop the billing when charged again in February but billing continues in March. (I threw my Onstar card away after December so i was told it would be difficult for me to cancel since i don't have my "VIN" number)I just want them to STOP billing me. A $60 refund would be nice also.I will be blocking them from my credit card.
Business Response
Date: 04/07/2023
April 7, 2023

****** ***** *****************************
**********************************************; 68025

Account Number: *********
******************** Number: 19848961

Dear Mr. ***** ******************,

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, we regret that OnStar was unable to meet your expectations and would like to take this opportunity to apologize for the situation. As a gesture of goodwill,we have refunded your OnStar account in the amount of $60. Please allow 3-5 business for the credit.

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
Customer Answer
Date: 04/09/2023
[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
Date:03/24/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 complaint is againstOnStar Insurance and Underwriters ************************* for fraudulently adding an unknown person to the driver's policy without my (policy holder) permission or consent.This morning I called Onstar insurance to inquire why my rate had increased to over $300. I was advised that there was an "undisclosed driver" added to my policy. The Onstar Representative advised me of the subject's name. Since 2019, I have only ever lived with my husband, and the subject never lived with me or my husband or driven any of my or my husband's vehicles. Furthermore, I was advised that a mailing was allegedly sent to me on February 17th, 2023 which was never received by me or or my husband.The "undisclosed driver" was disclosed to me by OnStar. Further research determined that this person previously lived at a common address as a prior resident until June 2022 when he moved to ********. According to our previous landlord, the subject is the boyfriend of her cousin. Neither I or my husband have ever resided with the subject.My husband and I lived at our previous residence from July 3, 2022 until January 3, 2023 as the sole occupants, and moved to our current residence January 3, 2023 also as sole occupants.Therefore, subject is not nor has ever resided with my husband and I, and I am seeking full restitution for this fraudulent activity in the amount of $170.10 which was added to my insurance premium for the fraudulently added "undisclosed driver".This is an unacceptable scam by a reputable insurance company, so one can imagine the millions of dollars that OnStar could obtain by fraudulently adding alleged "undisclosed drivers".
Business Response
Date: 04/11/2023
April 11, 2023

******************************
*************** Four
Te 107-651
********************,** 34135-6986

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.

On April 06, 2023 our Executive Relation Liaison was able to get you connected to our OnStar ******************** to address your concerns.

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
Customer Answer
Date: 04/11/2023
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:

An insurance representative with OnStar spoke with me on April 6, 2023 and indicated that the matter needed to be escalated to a supervisor. I was informed that a supervisor would contact me within 48 hours, which did not happen. I am still demanding the original terms indicated in my complaint.

Regards,

*************************
Business Response
Date: 10/16/2023
Executive Relation Liaison was able to get the customer connected to our ********************** ******************** to address your concerns.
Customer Answer
Date: 10/17/2023
[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 has not provided or offered an refund for the amount I was over charged fraudulently. Onstar replied on 10/16/2023 that they connected me to a representative to address my concerns, which is false.

Regards,

*************************
Business Response
Date: 11/01/2023
October 31, 2023

Better Business Bureau ************************
*****************************************************************************************
Phone:************* | Fax: *************
www.easternmichiganbbb.org

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

Dear Better Business Bureau,

Thank you for your recent correspondence regarding our member ************************* and the concerns she has with OnStar Insurance.

Was connected **************** to our Insurance team to further investigate her concern.

Thank you for bringing this matter to our attention. Please let us know if anything else is needed.

Sincerely,

Jada
OnStar Executive Resolution Liaison
Customer Answer
Date: 11/27/2023
Complaint is still unresolved.
Initial Complaint
Date:03/23/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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.
When I bought my truck a free limited subscription to a service call the safety and security plan (ill refer to it as the SS plan going forward) came with it. At the end of the trial period I was asked if I wanted to continue the service, I told them I did not want the SS plan but I would like to continue the unlimited data plan @ $20 a month. The free trial for this lasted longer (I think 2 year but am not positive on this) For this service they needed my credit card number which I gave them. They offered a couple more months of the SS plan but I made it very clear I did not want this service and when the trial ended I would not be renewing this plan. My cell phone offers almost the same thing for free. At any rate, last week I was looking for a credit from a different company when I noticed the $33+ charge on my card from Onstar. I looked at past statements and the saw the charge was reoccurring. I called Onstar right away and told them I did not authorize this charge and I wanted a refund for all of the $33+ charges. I also stated that I believe this was fraud. They offered me a 2 month credit but I said no, I wanted the full amount credited to my card (over $600 ) They escalated my complaint twice but refuse to refund my money. I tole them if they can show me anything that has me approval for this I would drop it but they cant because it does not exist. I said if you have a recording of me giving the ok then again I would drop this but of course they cant do this. At no point did I ever give them authorization to bill my card for this service. I do consider this fraud and would like to charge them with theft. Again, they are free to show me anything that shows me giving them the OK to bill me for the SS service and I will drop my case against them.
Business Response
Date: 04/17/2023
April 14,2023

***********************
17933 ******** SL
Snohmish,** 98290

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 April 14, 2023, we are providing a 6 month partial refund in the amount of $198.12.

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 Answer
Date: 04/17/2023
[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
Date:03/20/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 getting the run around from OnStar when trying to cancel my account with them. I purchased a new vehicle in January 2023 and they set me up with Free OnStar service till April 2023. In January they charge me ***** for the data plan. I requested a credit since they charged me for free service and I asked to get the service ccancelled. I have been told to contact several different groups within OnStar and still not able to get my request taken care of. All I want is for them to cancel the service and give me back my money.
Business Response
Date: 04/05/2023
April 4, 2023

*******************
********************************************
**********, ** 19541

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 April 4, ****, as a goodwill gesture we provided a refund in the amount of $15.00 to the method of payment on file. Please allow 3-5 business days for the refund to process.

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
Date:03/18/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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 canceled OnStar services November 2022 when the company 2G service was no longer available, the company switch me over to the "new plan" even when I told them I did not want it. They have charges my credit card $15.90 EVERY month since. I have called every month to complain, cancel and demand refunds. I did get 2 of those refund, however they charged me again Feb. 16 and March 6th. Need refunds of those amounts AND for them to stop charging my card.
Business Response
Date: 03/30/2023
March 29,2023

********************************
***********************
*********,** 21403-4429

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. We are sorry if the services did not meet your expectations.Our goal is always to provide the safety, security and peace of mind that OnStar offers.

Per our conversation on March 29, 2023, there was a technical concern that has been rectified and a refund was provided in the amount of $31.80. It can take 3 to 5 business days to show up based on your banking institution.

If you have any questions or concerns, please dont hesitate to contact our office. I can be reached 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 9:00 AM to 6:00 PM EST.

Sincerely,
Jada
OnStar Executive Relations
Customer Answer
Date: 04/08/2023
[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:

While the rep for OnStar responded and I did receive a $31.00 credit, I was charged AGAIN in April! They need to STOP charging me. I have cancelled the 2G service every month since November 2022.

Regards,

*****************************
Business Response
Date: 10/16/2023
Spoke with the member, service was canceled and refund was provided.
Customer Answer
Date: 10/16/2023
[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.
BUT will note it took months of pressure to get resolved.
Regards,
*****************************
Initial Complaint
Date:03/10/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 contacted OnStar as I picked up a new lease and it included 30 days free. When I spoke with the rep, she said she would make it 90 days free then charges would begin. When I looked at my bank card statement this morning, it showed a $15 charge from OnStar. I called to find out what this was for. The rep stated they charge for the data plan in advance of the 90 day free trial. I said so your 90 days free isn't free, is it? She tried a lot of double talk but the basic answer was no, it's not. Incredibly deceptive business practice!! I expect a 90 day FREE trial as I was told I would receive. IF I continue with their service, they are welcome to charge me at that time, not on day 1 of the 90 days free.
Business Response
Date: 03/20/2023
March 20, 2023

Ms.***********************
*********************************
***************, ** 48101

OnStar Acct#*********
BBB Case#********

Dear Ms.Day,

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 and we need to verify a few details. The number we have tried to dial is **************.

The Executive **************** is open Monday through Friday from 8:00 AM 6:00 PM EST. I am typically in the office between the hours of 9:00 AM 6:00 PM. I can be reached at **************.

Sincerely,
Jada
OnStar Executive Relations Liaison
Initial Complaint
Date:03/03/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
Cancelled Onstar subscription on 1/24/2023 ; They still charged credit card. Called Onstar again on 2/12/2023 and they cancelled the subscription and again charged on 2/22/2023. We want to report Onstar for charging us even after repeatedly cancelling the subscription
Business Response
Date: 03/09/2023
March 09, 2023

*******************************
726 **************
********,******** 60090

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 March 09, 2023, the OnStar service plan was cancelled and a refund was applied to the method of payment on file. I was also able to successfully remove your method of payment off the account.

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 Answer
Date: 03/11/2023
[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:]
I cannot accept this response from Onstar because I have to ensure that Onstar does not put fraudulent credit charge on my credit card again which they typically do during last week of every month in spite of the fact that onstar service was first cancelled on 1/24/2023.

I cancelled Onstar service on 1/24/2023 by calling them.

I called onstar again on 2/12/2023. Talked to *** that there is $15 fraud charge on 1/25/2023
*** confirmed that onstar was not cancelled by earlier rep on 1/24/2023. He just cancelled and seeing status as cancelled.

I called onstar again on 3/2/2023. Talked to ****. Told him there is $15 fraudulent charge on 2/22/2023
Told **** about earlier cancellations of onstar.
**** confirmed that onstar was not cancelled by ***. He just cancelled and seeing status as cancelled.

Now ****** is saying onstar is cancelled on March 9 2023.
Why should I trust that Onstar wont do fraudulent charge again during last week of March 2023 knowing they have already committed this fraud 3 times already in earlier months?

Regards,

Prashant
Initial Complaint
Date:03/01/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 canceled my services and they continue to charge me every month and every month I have to call.
Business Response
Date: 03/09/2023
March 9, 2023

Crystal Blethlen
**************************************
********, ***** 77583

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

Dear Ms. *********************** 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 March 9, 2023, you received a refund for each month you were charged for the Guardian Plan. I confirmed that the Guardian charges have been stopped and you will no longer be billed moving forward.

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 8:00AM to 5:00PM EST.

Sincerely,

****
OnStar Executive Relations
Initial Complaint
Date:03/01/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
3/1/23. On star has charged us for a service we do not have. When speaking with on star they say they do not have one of our credit cards on file. We do not even own a vehicle that has OnStar. Awhile back we had to get you involved with this same matter and you did get it resolved for a period of time. Now they have started charging us again. Once we get this matter resolved we will be canceling this credit card.
Business Response
Date: 03/14/2023
March 14, 2023

***************************
408 ********** T
*********,******* 47872

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 was 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
Initial Complaint
Date:02/24/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
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 received a charge for $31.99 when I do not have a current subscription with OnStar. The card that was charged was for a car I no longer own and have not owned for over half a year. I specifically remembering making sure all plans were inactive before I sold my car and, months after, I am mysteriously charged for $31.99. I have been calling and calling and continuously transferred with no solutions whatsoever. I want my money back and my card deleted off your system!!!!!
Business Response
Date: 03/20/2023
March 20, 2023

*********************
37967 ************.
********, ** 92563-6769

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 March 14, 2023, as a goodwill gesture we provided a refund check in the amount of $98.01 to the address that you provided. Please allow up to 30 days to receive the check.

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 5:00 PM.

Sincerely,

****
OnStar Executive Relations
Customer Answer
Date: 03/20/2023
[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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OnStar Corporation is NOT a BBB Accredited Business.