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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:02/23/2023

      Type:Billing Issues
      Status:
      Resolved
      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.
      In Nov 2022 I called Onstar Twice due to the 1st agent not adding mu service as promised so they gave me 4 months free I told then then I would not pay for anything after it expired they agreed to this also stated I had a letter to get 3 more months free they told me to call back before this expired of which it expires on 3-12-23 so I called 2-23-23 twice once was transferred me to an agent who said she would add this then she backed out when I told her I would pay ZERO for Free and all I want is free I call back no more as promised on ***** then I called the resolution team and she was VERY RUDE stating she would not add any more to this at all I told her about my letter she didn't care! All I spoke to in so many words called me a liar and I DO NOT appreciate this at all I want my FREE 3 months at ZERO charge and only the 3 months added nothing more after it expires I pay ZERO for it! I want them to honor the agreement we made in November which was I pay ZERO after this expires and also I get another 3 months added FREE no charge unless I call to tell them to charge it if I don;t call I pay ZERO and it expires after 6-12-23 when my FREE trail expires ! If I call to tell them to charge it then and only then do I pay for it otherwise I pay ZERO after it expires this is only time I call in and this was the agreement made in November 22 NO PHONR CALLS only written response

      Business Response

      Date: 03/08/2023

      March 8, 2023

      ********************************
      8994 State Route 97
      *******,**  42079-9544


      OnStar Acct# *********
      *********************** 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 7, 2023, three additional months of OnStar Essentials complimentary service was added to your account to make the promotional offer complete. If you want to continue the OnStar service after June 12, 2023 you will have to purchase a monthly or annual plan. 

      If you have any other concerns, 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: 03/08/2023

      [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:02/22/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 cancelled service in August 2021. I am just realizing that I have been billed since at least October. I called the company to request a refund, and was told they could only refund two months, but they only refunded 1 month. They been billing me without authorization and I do not use their service, I didnt realize it was still available.

      Business Response

      Date: 03/06/2023

      ********************************************************************************************************
      *********,******** 48066

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


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


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

      Per our conversation, you confirmed a refund was issued to your **** card ending in 1172.
      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.


      Sincerely,


      ******
      OnStar Executive Relations

      Customer Answer

      Date: 03/07/2023

      [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:02/21/2023

      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.
      Bought a ev car. Asked for remote access only after the 3 month trial ended but was billed for 3 additional months for the full onstar. I was only refunded 3 out of the 2 months. Asked to get refunded but it didn't happen. Thank scam star. I will not be buying any car with onstar and will have to dispute the charges.

      Business Response

      Date: 03/06/2023

      March 6, 2023


      ******* De Los *****
      ************************************************************

      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:02/18/2023

      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.
      On Wednesday February 15th 2023, I cancelled my OnStar Account. After being on hold and listening to a long speech about the benefits of keeping the service, I cancelled successfully. The company attempted to charge my card later that day and every single day since then.

      Business Response

      Date: 03/17/2023

      March 17, 2023


      **********************************
      55 **********
      ***********, CT  27804


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

      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:02/11/2023

      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 bought my truck 2022 GMC *********** Cab, VIN *****************. For the whole time, I could not use the Onstar plan that I had paid for. After several calls, and contacts, Onstar gave up on fixing the problem. I sold my truck in December 2022 and called them to cancel. In January 2023, OnStar charged me. I called them to report. They confirmed that the plan had been canceled, and they credited the money back to my account. On February 10th, 2023, Onstar charged me again. I am currently overseas and cannot make international calls due to the expensive cost. I contacted them via chat, but **** answered to me that he or she could not credit back to me, and the plan has been active. I was surprised because previously, they confirmed over the phone that the plan was canceled. So, it seems the previous employee lied to me. And now **** gave me a hard time. I need OnStar to fix this problem, ensure to cancel my plan as the truck was sold in December 2022, and pay me back my money.

      Business Response

      Date: 02/17/2023

      February 17, 2023



      Pitou ******
      7177 ****************
      ********, ******* 31904-3203




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


      Dear Pitou ******,

      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 numbers we have tried to dial are **************,************** and **************.

      Please call me at your earliest convenience to discuss your billing concerns.  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:02/03/2023

      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 purchased an Onstar data plan and was being charged the agreed $15 per month until November 2022 when I was charged twice on different dates. Again in December 2022, I was charged twice. On January 9th 2023, I was charged once again. I called Onstar customer service on 1/11/2023 to cancel all services with them, and to dispute the duplicate charges. They did not have an explanation for the charges as they state they can only see one charge per month on my Onstar account. After being told that a case# was being created I asked the representative for the number, and was told that he would create it after our call and it would be forwarded to me. After two days I called back for an update, and was told that no case# had been created and I was back to the start, explaining my issue. This time I was provided a case# and told that the issue had been forwarded to the loss prevention team and I should allow 3-5 business days for a response. I was asked to provide a copy of the charges on my card statement to the loss prevention team by email, which I did immediately. I then received a call a few days later asking me to call back on the customer service number. Once again I repeated my issue and was told that since I had already provided my documentation I just needed to wait 3-5 business days for a response. When no response came, I called back again, and was told it was because I didn't include my full card number on the documentation I sent. I was provided a new case# and asked to provide the full information which I did immediately. In the meantime my card was charged again for $15 on 1/23/2023, even though I had cancelled all services on 1/11/2023. I have made a total of 7 calls to customer service, spending around 2.5 hours, and my most recent call today produced the response that a new case was being generated and I should wait 3-5 business days to hear back. I am being told the loss prevention team work offline, and I cannot contact them directly.

      Business Response

      Date: 02/23/2023

      February 23, 2023


      *********************************
      5290 ****************
      *********, **  48346



      Account Number: *********
      ******************** Number: 19327964


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

      Thank you for taking the time to contact OnStar. Our goal is always to provide the safety, security and peace of mind that OnStar offers.

      Recently you experienced a problem with data charges.  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 an additional $75.00 to the method of payment on file.

      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

    • Initial Complaint

      Date:02/02/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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 is forcing customers to have Wifi in their new vehicle. If a customer chooses to opt out, the salesperson gets penalized completely which strips them completely of any bonus money they can possibly make. A representative just informed us today that this started 1/1/2023 and refuses to give credit to the salespeople that did not have the knowledge. Only Onstar does this. Other manufacturers pay the full amount for making the customer satisfied with their purchase. In todays society, most people have unlimited Data and do not require Wifi? We are told to make sure they set it up or we will not be paid? This is a company that needs to reinvent themselves with new technology. Not to be forced to use old technology. They should penalize their own employees that actually speak to the customer and not ****************** that created a joyous occasion for them!Refund the money taken from the hard working salespeople.

      Business Response

      Date: 02/16/2023

      February 16, 2023


      *************************
      317 ***********
      ************,** 07092

      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

      Customer Answer

      Date: 02/16/2023

      [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.

      Regards,

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

       

      I accept the answer. I was never called. I received an email and called back right away. Stop penalizing sales people for customers not giving you a credit card #. They gladly offer it to me! And to force wifi is ridiculous in year 2023 when everyone has unlimited data. Nothing will be corrected so I am just accepting that it will just fall on deaf ears. 

    • Initial Complaint

      Date:01/30/2023

      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.
      As of May 2021 my On Star account was in my name for my 2014 Gmc truck. It was active and has been since bought the truck from the dealer. I still own this truck. By June my account name was changed to ***************** with a new 2021 ***** truck. Since I don't look at these emails all the time I didn't pick up on this til Dec. 30. 2021. Looking further they where charging my charge account to pay for *************** On Star. I'm not associated with Wood. I called to get this straight. They told me they had to talk to ***********! But I never recieved a call to ok a change to my account or a ok to charge to my credit card. I tracked *********** down had him call them. After hours of going back and forth with them. They finally agreed to refund my money. Then told me to wait to cancel everything out after I received refund. I called to cancel and to tell them to stop calling me and emailing me everyday. Again I was told they couldn't remove my contact info from *************** account without talking to him. I feel my personal information has been compromised. I don't understand how they can steal my account my money and my rights and give them to someone else. Please help

      Business Response

      Date: 02/15/2023

      February 15, 2023



      ***********************
      27158 ************
      **************,******** 20659





      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 our conversation, the billing team  processed a refund on January 05, 2023 in the amount of $158.95.

      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 Resolutions Liaison

    • Initial Complaint

      Date:01/26/2023

      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 Onstar Wifi with you that I signed up for last summer in June or July. This month I realized that you have been charging me $25 via 2 separate transactions since October of last year. That is not the price I initially agreed to I was promised a rate of $15 per month for unlimited wifi and that is the rate that I expect to pay. You have been overcharging me since October of last year and only returned 1 $10 payment and refused to reimburse me for the other $10 charges that were beyond the $15 price I agreed to. I have spoken with several reps regarding this matter and they have been rude and unable to resolve this issue. I want to keep my unlimited wifi at the price you initially promised which was $15.

      Business Response

      Date: 02/14/2023

      February 14, 2023

      ****************************
      391 **************************.
      ********,**  29229-7176


      OnStar Acct# *********
      *********************** 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 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:01/19/2023

      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.
      During the last week of May 2022, I purchased a data plan for my vehicle because I was going on a trip, which is billed monthly. After the trip, and before the month had expired, I called onstar to cancel my data plan. I was told it was already cancelled. Now, I check my credit card statements and realize I have been being billed for the data plan because it never was actually cancelled.

      Business Response

      Date: 02/10/2023

      February 8, 2023



      **************************
      5627 ****************
      *********, ******** 48105-9478



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


      Dear Mr. **************** would like to take this opportunity to apologize for your experience with charges you incurred for WiFi service.

      Per our conversation, the OnStar Executive Relations team has added three months of complimentary Remote Access.  This package is available for use at no charge until July 10, 2023.

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


      Sincerely,


      ******
      OnStar Executive Relations Liaison

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