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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

    • 289 total complaints in the last 3 years.
    • 83 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:09/08/2022

      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.
      Over the last three months, I have had issues with internet connectivity that I pay for through OnStar Monthly. I have contacted technical support and escalated to speak with a manager twice and been set for a callback in which I still have not received. The last contact, I was told I would get a call back in 3-5 business days and still have yet to get that call back but again a new transaction will come out on the 12th of September without me being able to properly utilize the service.

      Business Response

      Date: 09/21/2022

      September 20, 2022


      Mr.*************************
      221 *****************************
      *******,***** 76537


      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 September 19, 2022, I advised that you would need to visit a GM dealership for further diagnosis. If you need any assistance setting up the appointment dont hesitate to reach out to me.

      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: 09/22/2022

      [A default letter is provided here which indicates your rejection of the business's response. 

      Better Business Bureau: I reached out to the below location and they stated that diagnostic for the service is upfront cost of $180 and not done on an hour by hour cost. So unsure how to move forward as you said that OnStar will cover an hour worth of diagnostics. I scheduled for this Thursday at 8 amas this would give you time to respond following your leave. Please let me know how to move forward as I do not want to move forward unless I have an understanding on how/if this would be covered. 
      ***************************, INC.
      Call
      EV Certified Dealer
      7601 South ******************************* **********, **, 78626

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:

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

      Regards,

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

    • Initial Complaint

      Date:09/07/2022

      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 previously filed a complaint about OnStar because I never asked for their so called "service" and never the less was receiving unsolicited ads through my vehicle's audio system.When that issue was resolved, I let BBB know my issue was resolved.I am now receiving notifications about my "vehicle location sharing."I plainly do not want to be stalked, tracked, or spied on, and OnStar's revenue from selling this data, or willingness to share it with third parties, if that is the case, is no excuse.I paid for this car. You are strangers to me. You do not provide a service to me. I gave you an opportunity to resolve this before I filed a complaint and you did not. Stop tracking me. Get your spyware out of my car!

      Business Response

      Date: 09/20/2022

      September 20, 2022



      ********************************
      405 ******************.
      *******,**  13136



      OnStar Acct#*********

      BBB 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:09/07/2022

      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.
      For 5 months I have been charged 2x a month $15 service for wifi in my 2022 encore ex..I only have 1 vehicle but when I call OnStar to understand why I'm being double charged they can't answer.. my bank says they are taking double payment but when I call OnStar only the management can see it.. I'm charged ***** OnStar and 15 for data..April 4 ***** and 15 April 5 15$ *May 3 ***** and 15 May 3 15$ *June 2 15$ *June 3 ***** and 15 July 1 15$ *July 5 ***** and 15 August 1 15$ *August 3 ***** and 15 Everything with * is fraud that is being taken but nobody knows where.. OnStar can't say..canceled my ******************** war veteran livng on an fixed income so 80$ is a big thing. Fraud is happening and some one needs to look into it

      Business Response

      Date: 09/20/2022

      September 20, 2022


      ***************************************
      406 ************.
      ***********, **  31558



      Account Number: *********
      ******************** Number: 17927956


      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.

      Recently you experienced a problem with billing. Per our conversation, we have refunded your OnStar account in the amount of $90.00 to the method of payment on file. Please allow 3-5 business days 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

    • Initial Complaint

      Date:09/01/2022

      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 sells your information and telemetry data and gps data to 3rd parties. Onstar will not cancel your service when calling to cancel and makes the process laborious by intentionally disconnecting calls and making it impossible to cancel your subscription. Onstar customer service is not based in *******, the representatives are rude and threatening.Onstar is the largest Orwellian invasion of privacy communist surveillance police state enabling operation in the country.Onstar is the most untrustworthy enterprise operating in *****************.There is no way to opt out of the information gathering and surveillance. There is no option to delete your data or disable the data connection to the vehicle. The solution I am seeking is an easy way to opt out of Onstar and a simple way to permanently disable the data connection. Data is still collected on every Onstar equipped GM vehicle even after subscription to the service is cancelled. This is an egregious invasion of privacy.

      Business Response

      Date: 09/08/2022

      September 8, 2022


      ***********************
      849 **************.
      ******, ** *****


      BBB Case # ********



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

      This letter is confirmation of the cancellation of OnStar account number *********.   Per your request, this account has been canceled as of August 30, 2022.

      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

      Customer Answer

      Date: 09/09/2022

      [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:09/01/2022

      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 call OnStar to inquire regarding a monthly charge on my credit card on 07/23/2022. After talking with the associate it was discovered that the monthly charges were for a previously owned vehicle that was wrecked and totaled on 11/30/2016. The monthly credit charges of $30.94 kept occurring until 07/23/2022. I have paid this bill for 67 months for a vehicle that I did not own and totaled in 11/30/2016. I have provided verification documentation to your ************************** on 07/26/2022 and left numerous voicemails with this department and the only response was an email to me on 08/26/2022 requesting documentation. This issue has exceeded the original commitment to resolve within 30 days and I am requesting a full refund of the amount charged to my account for the previous 67 months. Regards **************************

      Business Response

      Date: 09/14/2022

      September 14, 2022

      Mr.***********************
      667 *************
      ******,**  80224-1550


      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 September 8, 2022, a refund has been generated in the amount of $2,017.86 by check.  I advised it can take 30 business days to see the refund.

      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:08/31/2022

      Type:Order 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 canceled my account over a year ago yet every single month I am getting attempted charges from Onstar. I had to put a lock on my card every month because they continue to try to take payment out. I have to call every month and they say the same thing. Say I have a remaining balance yet its being credited and token care of. Then say they removed my info. However month after month its the same payment and the same charge. I do not give Onstar permission to have my info or charge my card. *** said this repeatedly and still being charged. It has became such an inconvenience that I am now ready to contact a lawyer. Ive never had so many issues with a company that states cancel at any time.

      Business Response

      Date: 09/08/2022

      September 07, 2022


      *******************************
      109 ***************
      ******, **** 45410-2033




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


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

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

      Please call me if you would like to further discuss your concerns.  I can be reached at **************.  The Executive **************** is open Monday through Friday from 8:00 AM 6:00 PM EST.  I am typically in the office between 9:00 AM 6:00 PM EST.


      Sincerely,


      ******
      OnStar Executive Resolution Liaison

      Customer Answer

      Date: 09/15/2022

      [A default letter is provided here which indicates your rejection of the business's response. 

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:

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

      Regards,

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

    • Initial Complaint

      Date:08/29/2022

      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.
      Note that on July 24,2022, my free three month introduction ended and I was charged $31.98 for the next month service on August 17,2022 and then again on August 26,2022. At the beginning of the introduction. When I purchased the vehicle I was told that the service was free for six months and that was ***** 23,2022. On July 25,2022,they tried to charge me but the the bill was rejected by my bank. On August 17,2022 they charged my account and was paid in the amount of $31.98 and on August 26,2022 paid a second time. I wasn't supposed to pay anything until October, 2022. The free trial was for six months.

      Business Response

      Date: 09/08/2022

      September 8,2022

      *****************************
      P.O. Box 1676
      ******, ** 07101



      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 today, we provided an additional 3 months of complimentary OnStar which ends on 12/6/2022, to offset your inconvenience with the dealership.

      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 8:00AM to 6:00PM EST. I am typically in the office from 8:00AM to 5:00PM EST.


      Sincerely,

      *****
      OnStar Executive Relations

    • Initial Complaint

      Date:08/28/2022

      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.
      To stop recur billing and provide to me a full refund. The is an account was canceled and had a prior refund and was told they would stop billing for a service my vehicle was not qualified to have, OnStar. New billing is to occur on 08/29/2022 for $15.72. I contacted customer service the agent said she found no account under my email ********************* or phone #************. and transferred me to billing. The billing agent was very belligerent and would not let me speak or explain he told me it was a bank issue and to contact my bank and I that I could report it as fraud. I did not argue with him I ended the call because he was getting very excitable and loud. Another email for me is *********************

      Business Response

      Date: 09/08/2022

      September 08, 2022


      *************************
      14402 *************
      ******, ******** 80239




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

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

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

      Please call me if you would like to further discuss your concerns.  I can be reached at **************.  The Executive **************** is open Monday through Friday from 8:00 AM 6:00 PM EST.  I am typically in the office between 9:00 AM 6:00 PM EST.


      Sincerely,


      ******
      OnStar Executive Resolution Liaison

    • Initial Complaint

      Date:08/25/2022

      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.
      OnStar Billing,Cancel Account and Refund | Account # ********* We have called in numerous times over the years requesting to cancel our account after returning our Escalade.The amount of $34.99 has been withdrawn from our account ********* for the past 2+ years.We request that you stop the billing and refund the monies due.Respectfully,****** and *********************************

      Business Response

      Date: 09/16/2022

      September 16, 2022


      *********************************************************************************************************************** 89131


      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:08/16/2022

      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.
      I cancelled service on a 2012 GMC terrain and they continued to charge a credit card I do not use very often and the CC had charges on it after I had paid it off and I did not know why. I looked back and they had continued to charge my CC without my permission for a year after I had already cancelled. I contacted ONSTAR immediately and they will only agree to give me ****** back and they owe for ******. This is ***** per month x 12. I would like a refund of the amount they owe me. Reference number they gave me was ******** and Onstar acct number is ********. They told me they would issue a check on 06/16/22 and I never received so they stopped payment, then said they will issue a check on 8/8/22 and I just received ****** and I am requesting the remainer.

      Business Response

      Date: 08/19/2022

      August 19,2022


      ******************************************************************************************************** 42122



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


      Dear ****************


      As an OnStar member, youve been able to count on OnStar to be there whether its a medical emergency or a simple convenience like unlocking your vehicle doors remotely. Our goal is always to provide the safety, security and peace of mind that OnStar offers.

      Per our conversation on August 18, 2022,  I did research your billing concern. After further research I confirmed no additional refunds will be issued. As a gesture of goodwill I offered 1 year of complimentary services, however it was declined.

      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: 08/22/2022

      [A default letter is provided here which indicates your rejection of the business's response. 

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:

      I refuse this offer due to cancelling service and my credit card was fraudulently used without authorization. I did not use these services and do not feel I should have been charged after I had cancelled with no contract. There was no contact with me to make me aware I was being charged after I had cancelled and they failed to update their system. 

      Regards,

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

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