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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:01/14/2023

      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.
      My 2022 buick encore is in the shop today at **************** to replace onstar module due to no communication. unable to use any onstar services for 4 months. Getting error messages for WIFI, CarPlay ETC which is Bluetooth, Onstar technicians unable to re-enable WIFI remotely, If are able to, disabled after 15 to 20 minutes automatically. Very disappointing.

      Business Response

      Date: 01/24/2023

       

      January 24, 2023


      *********************
      751 *********************.
      ************,**  94596


      Account #:  *********
      ******************** Case:  18812996


      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.

      Per our conversation, you confirmed the OnStar system is working properly after the dealership repairs.

      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 between the hours of 9:00AM to 6:00PM EST.



      Sincerely,


      ******
      OnStar Executive Relations

      Customer Answer

      Date: 01/25/2023

      [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

      Date:01/13/2023

      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 called on the 9 jan 2023 to cancel onstar. Had it for a year but just wanted the connected service. She said yes its all cancelled. Check online and still a charge pending. So when online on the 12 jan 2023 to chat to cancel again. He said are you sure you want to cancel. I said yes but told him i had a complimentary year ending 30 jan plus 1 extra month for problems i had with my app for my connected service. I said i dont want to lose connected service. I got disconnected so tried again and explained to second agent and got disconnected again and then same thing with the 3 agent. Im on wifi so it was not on my end. Now i lost connected service and supposedly have a free month in feb/2023. I have a hard time trusting them now. With the poor reviews i have seen and contacting twice to cancel i dont know if i trust them enough to give my credit card info again. There should be a way to cancel online without talking with onstar like normal companys amazon for example. Not happy with customer service . I would like my last 2 months i was entitle too. When i got the extra month free they change the date. Its there mistake. I wish i would had taken a screenshot before the added month.

      Business Response

      Date: 01/18/2023

      January 18, 2023

      *****************************
      65 High St
      **********,************* E4W5M6

      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 January 18, 2023, I applied three complimentary months of the Essential plan as a goodwill gesture,which is good through April 17, 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 Answer

      Date: 01/19/2023

      [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:01/09/2023

      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 used onstar for my remote vehicle applications and mobile hotspot for a few years now. I purchased a 22 gmc ****** in July of 22 and my experience with onstar has been terrible the whole time. I noticed a section missing from the my gmc app on my phone and called in about it not long after buying the truck. A case was created in September, and other than asking for screen shots to prove my claim in October I have had no contact regarding the case in the 4 months its been open. Ive called in requesting updates, no luck. Finally out of frustration I called to speak to a supervisor about the long duration and was told one would call me back. A month and 20 requests for a supervisor call later, I still have yet to speak to one. I cant believe their customer service is so pathetic

      Business Response

      Date: 01/23/2023

      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 OnStar technical team continues to
      work diligently to resolve your mobile app concerns. We will contact you once
      the mobile app concern has been resolved.   

      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

      Customer Answer

      Date: 01/27/2023

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 18707491, 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:


      Due to the overwhelming amount of calls I had to make, hours of wasted time explaining my same situation over and over to a new person every single call.. and multiple months of time passing with still no resolution nor a call back from a supervisor to discuss my complaint regarding the whole thing, I absolutely do not accept a simple “your issue was escalated to the proper team” when I was told that same thing 30-40+ times over the past 4-5 months 



      Regards,



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

    • Initial Complaint

      Date:01/09/2023

      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.
      Canceled Onstar service on 12/6/22, spoke with **** @ 1.888.4onstar, and was told credit would be made within 3-5 days. Credit never applied. Called again on 12/30/22, spoke to ****** who said account was canceled on 12/7/22. and credit would be made within 3-5 business days. Credit never applied.Called again on 1/9/23, spoke to ***** who transferred me to ********* who said she would have to escalate inquiry. I told her that I would now contact the BBB and my bank. Therefore, this dispute.

      Business Response

      Date: 01/16/2023

      January 16, 2023


      *******************************
      1794 ************.
      *************, **  27526


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


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

      Thank you for taking the time to contact OnStar regarding your billing concern. We regret that OnStar was unable to meet your expectations and would like to take this opportunity to apologize for the situation.

      Per our conversation, we have refunded your OnStar account in the amount of $12 to the method of payment on file. Please allow 3-5 business days for the credit to apply.

      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: 01/17/2023

      [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:01/07/2023

      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 9/22 I subscribed to OnStar premium, there were apps already on the radio when I signed up. I was told there was something wrong with my account activation and I would get a call back in three to five days. OnStar sent me two emails to accept terms of service one with account ********* that I could not accept the terms and ********* where I could accept the terms.The e of service.I reset the radio to factory and attempted to install apps from the app button on the radio. The radio just hangs once I tap the apps button. OnStar told me there was a backend account linking issue and they would escalate and get back to me. My escalation was closed by email stating they saw I used the MyGMC app to send a keyfob signal. I called back stating that was never my issue my issue is that I cannot download apps to the radio using the radio button nor can I use the MyGMC button on the radio as both hang. My case was again then escalated and this time I got an email stating that the case was closed because it was seen that my WIFI worked, again never the issue. My dealer replaced my radio at this point. I still could not download apps. OnStar asked that my dealer reprogram the radio. My dealer reprogrammed the radio and I still cannot download apps. Today I asked onStar if they could resend me the terms of service to try to accept as a last ditch effort and two different agents said they sent it and I did not receive it.For three months I have not been able to download apps or access MYGMC on my radio while still being billed. I spent hours today trying to again resolve the issue. My dealer advised asking OnStar to cancel my account and reinstate it with a fresh account number. A rep told me that sounded like a good idea to but the once I was transferred all the agent was willing to do was credit me three months and escalate my account they would not restart my account.Ive called every week and also been at my dealer every week for three months and still have no resolution

      Business Response

      Date: 01/18/2023

      January 18, 2023

      *******************************
      2861 ************
      ************, **  42086-9551

      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.

      As we discussed on January 16,2023, your OnStar Wi-Fi concerns have been addressed and resolved.  In order to fully correct the Infotainment concerns, you will need to visit your local GM Dealership for a service appointment.  Upon completion of any needed repairs, please contact Executive Relations in order to receive the three months of complimentary OnStar Premium service.

      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

    • Initial Complaint

      Date:12/28/2022

      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 subscribed to onstar guardian on Dec 20, 2022. Because onstar representative informed me that I get a 90 day free trial. Said that it was free and I could cancel at any time. I thought about it and on Dec 21, 2022 I called back and cancelled it. However, when I checked my bank account I had a *** amount of $ ***** debit from my account. Onstar debit my account for $ *****. I need for Onstar to refund the $ ***** and the *** of $ ***** into my account as soon as possible. They misled me with wrong information and caused me emotional distress by taking money from my account that was needed for my kids Christmas gifts. Thank you so much!

      Business Response

      Date: 01/02/2023

      January 2,2023

      ***************************
      9424 ****************.
      ********,**  72120-4295


      Account Number: *********
      ******************** Number: 18654109

      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 December 30, 2022, a refund has been generated in the amount of $84.98 by check.  Please allow up to 30 days before receiving the check.  

      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

    • Initial Complaint

      Date:12/23/2022

      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.
      Hi,OnStar deactivated my service plan without my knowledge. OnStar charged my account for the month of December. I contacted OnStar to ask why the service was no longer available. OnStar's representatives continued to say that my vehicle was not equipped to receive a signal based on the 2G system operating off of a 5G. December 23, 2022, I received an email stating, "Time is running out to get one month of service on us." I contacted OnStar to find out why I received this email blast. The representative states, "I am eligible to receive the Guardian plan on the OnStar application if I download the app." "In the past, I contacted OnStar, due to OnStar changing my plan, changing my plans pricing, coupled with, switching to the Guardian application. I was denied the application and I would like your help speaking with the corporate office and I would like your help getting the service reactivated. As always, do have a wonderful and productive day.*********,******************************* **************

      Business Response

      Date: 01/02/2023

      January 02, 2023


      ***************************
      5055 ************
      *******,********* 38109


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


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


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

      If you would like to further discuss your concerns,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:12/20/2022

      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 bought a new car and it has on star in the car so i activated it and the person who signed me up did not put down the information i was saying put my account under some one named dandy so when i logged in it said this is not your account call customer service so i do they would not fix the problem in stead started charging me ***** and also ***** i called them back why is there 2 charges so they cancelled one charge the ***** still did not fix the problem they were playing games with me i gave them 1year and 2 months to fix there problem nope they would not so i said cancel my account i had enough game playing the whole time i was charged for non service they said they cancelled my account on 12/19/2022 they charged my account ***** for non sevice i told them to cancel my account they ow me money back for not cancelling my account when i told them to in october

      Business Response

      Date: 12/26/2022

      December 26, 2022


      **************************
      20 **************.
      **********, ************* 01453-6600


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


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

      The OnStar Executive Relations team has attempted to contact you in order to discuss your 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 Resolution Liaison

    • Initial Complaint

      Date:12/14/2022

      Type:Product 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 Changed my onstar plan on December 1, on December 12, I was charged for the previous plan ***** the new plan price is ****. I call and they would not reimburse me *****. So I canceled the **** onstar plan. I want a refund and not to be charged any further.

      Business Response

      Date: 12/16/2022

       

      December 16, 2022

      ***********************************
      478 **************.
      Albertville,**  35951


      Account Number:    *********
      ******************** Case Number: 18574334


      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 December 16, 2022, a refund has been processed in the amount of $27.99 to the method of payment on file.  Please allow 3- 5 business days to receive the credit.

      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: 12/21/2022

      [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:12/13/2022

      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 have contacted OnStar 5 separate times about charges I have on my credit card. I discontinued my services at the end of November and since November 22nd, I have been charged a total of *****. when there should be ZERO dollars in charges to my card. The first several calls I was told they would credit me back and that I will see it in my bank within 7 business days. The idiots charged me instead of issuing a refund. So I called back. and every employee I spoke with straight up lied to me and said it was a credit not a charge. Then I spoke with their billing department and they finally admitted it was a charge and not a refund. So they said they would issue me a refund. AND THEY CHARGED ME ANOTHER 38 DOLLARS. WHEN THEY SHOULD HAVE ZERO DOLLARS FROM ME. I will be filing a police report for fraud, and I will be contacting my attorney as well.

      Business Response

      Date: 12/26/2022

      December 26, 2022

      *********************
      615 *******************
      **********,********* 56096

      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 December 23, 2022, I advised no additional charges will be debited from the account and confirmed the method of payment has been removed.

      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: 01/03/2023

      [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,

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

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