Complaints

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

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• 

  OnStar Corporation

  P.O. Box 1027 Warren, MI 48090

• 

  OnStar Corporation

  400 Renaissance Center MC 482-D39-B32 Detroit, MI 48265

• 

  Onstar

  P.O. Box 96214 Washington, DC 20090

• 

  OnStar Corporation

  P O Box 8084 Station a Toronto, ON M5W 3W5

• 

  OnStar Corporation

  PO Box 1027 Warren, MI 48090-1027

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:08/15/2022

  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 purchased a vehicle that was supposed to have ONSTAR and I have yet to get it to work because they have the wrong VIN number on Onstar's network. I have spent over 15 hours of my time on the phone with techs and supervisors, not to include i have it back to ********************** in *************, ** (dealership) to try to get this resolved. It is still not working and now my trial time has run out and I have not even been able to use it. I am frustrated and can not get anyone to call me back or give me a time frame for when it will be fixed. they supposedly have escalated to a level 3 tech last Tuesday and they have not called me back yet and it is still not working

  Business Response

  Date: 09/08/2022

  September 8, 2022
  
  
  ************************************
  344 *********** Apt D1
  *******, **  42122
  
  
  Account # *********
  ******************** Case # ********
  
  
  Dear *******************************,
  
  Thank you for taking the time and effort to bring your concerns to our attention. We would like to take this opportunity to apologize for the unsatisfactory experience you had with OnStar.
  
  Our goal is always to provide the safety,security and peace of mind that OnStar offers. We are still working to resolve your concerns. Once we have an update we will reach out to you with next steps.
  
  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: 09/09/2022

  [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:
  
  My case is not resolved. No one has been able to correct the vin number and activate my account correctly. I have not been able to use functions as I was supposed to be allowed to. I have spent over 20 hours on the phone with onstar and my dealership has spent over 6 hours trying to get the Tech 3 supervisor to respond an we have yet to have anyone contact us to resolve account issue. My dealership is ********************** and the Service supervisor is ***** and no one has responded to his complaint or phone calls. 
  Regards,
  
  ************************************

  Business Response

  Date: 10/16/2023

  Customer was upset because of the time frame to fix the issue. 

• Initial Complaint

  Date:08/15/2022

  Type:Product 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.

  ****** services - I have called and spoken with multiple customer service/cancelation reps to cancel my account.- they have said they would cancel and refund me for when I requested the initial cancelation but have not done so and keep charging me

  Business Response

  Date: 08/24/2022

  August 24, 2022
  
  
  ******************************
  1209 ******* St Apt 302
  ****************** 76120
  
  
  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

  Customer Answer

  Date: 08/24/2022

  I never received a phone call. I just want my account canceled and verification of refund for membership fees from Feb-now and verification of cancelation. 

   

   

   

  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,
  
  ***************************

  Business Response

  Date: 10/16/2023

  Customer was refunded.

• Initial Complaint

  Date:08/11/2022

  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 purchased the onboard wifi for my car last month only to discover that my phone was not using the wifi, only when I disable Android Auto will my car log into the Wifi. Once Android Auto is on, it kicks me off. I spent hours on the phone with their tech support - multiple calls, emails - to no avail, would not connect/stay connected to the wifi. I looked online only to discover that this is a known issue, been going on for years. The sales people tell you it works, get you to buy it - can only be cancelled if you never use it, but you have to log in to test it - so even though you can't use it they won't give you a refund? I feel lied to by the sales ppl at the dealership - I brought this problem up at the time of purchase of the vehicle and was told the issue had been resolved. It has not.It was a deal breaker - and they lied to me. 6 months later - still fighting the same battle. I just want my money back for the wifi - but I wish I had figured it out before I bought the car - I paid for tech that doesn't work and is not even compatible with the service they provide. Buick will say what you want to hear. Onstar has will not help resolve, they just put you on hold - again and again - with no results - "someone will email you" no one does, and when they do its from Noreply.So completely devastated by the lack of care, service and overall dishonesty on the part of both Buick and Onstar - I will not recommend either product.

  Business Response

  Date: 08/22/2022

  August 22, 2022
  
  
  *********************************
  8425 ******************
  *************, ******* 33065
  
  
  
  
  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 **************.
  
  Per our technical team, please make sure that the date/time in the vehicle is set correctly, then go through the following steps:
  
  1.Go into radio settings
  2.Return to factory settings.
  3.Clear private data
  4.Follow prompt on the screen
  5.Ignition off (wait 2 min)
  6.Ignition back on
  7.Navigate to settings -> Wi-Fi
  8.Connect to vehicle hotspot
  9.Allow time for system clean-up (1 min)
  10.Launch Apps
  11.Sign in or guest
  12.Select **********)
  13.Should be prompted to accept terms and conditions.
  14.Accept terms and conditions
  
  Once completed please retest by connecting to Android Auto, then try to use the Wi-Fi through the connected device.
  
  If you run into any issues please contact me. I can be reached at **************.  The *************************** 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:08/01/2022

  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 am paying for a service that does not deliver in time of emergency. Today I requested assistance at 3pm ish and it has been close to 4 hours and no one has shown up or called to tell me anything. Either people have been incompetent did not have the jumper cables and you have to sit for another 3 hours in the sun and wait for someone else. Today has been the worse, I am still sitting waiting for someone to show up or even call there is nothing set in place to even warn people of delays or if they are not coming at all. I need my money back because I have not received the service they told me that I would be receiving down to the wi-fi and car phone that doesnt work at all.

  Business Response

  Date: 08/18/2022

  August 18, 2022
  
  
  
  ****************************
  107 ************
  Dorchester,************* 02125
  
  
  
  
  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 the situation. Per your request, we have researched your concerns and engaged our Roadside Team.After further review Roadside is providing a refund check  in the amount of $200.00, please allow up to 30 business days to receive it.
  
  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:07/24/2022

  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 have attempted repeatedly to stop Onstar for charging me for a service that I canceled back in March 2021. Since my initial request I have been charged, credited and charged again for a service that I have not received. I have spoken to multiple customer service representatives after requesting a manager or escalation to no avail. I believe this is a tactic of Onstar to continue to charge and profit from frustrated customers that dont even use their services. Please help me resolve this matter and finally stop them from billing me once and for all.

  Business Response

  Date: 08/09/2022

  August 09,2022
  
  
  *****************************
  432 **********************
  ******,******* 31326
  
  
  
  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 08, 2022,  I did research your billing concern. After further research I confirmed no additional refunds are due.
  
  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: 08/11/2022

  [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:]
  
  After reviewing my records from March 25, 2021-July 25, 2022, I have been charged a total of $105.19 by Onstar debits from my checking account. Onstar has issued credits on 4/11/21-10.00; 3/27/22-7.50, 7/26/22-22.50, 7/26/22-17.42 for a total of $57.42.  Onstar still owes me $47.77 according to my calculations and probably more after this month because even though the representative claims she gave me a credit to resolve the matte, and boldly stated that I was not owed any credits, they charged me again on 7/25/22 when I was told the charges would stop. So they absolutely have not resolved my complaint. ***** with Onstar Executive Offices @**************, claimed she would investigate and resolve my complaint but obviously she has not. This is a horrible organization that defrauds consumers out of their hard earned money and they need to be stopped. if there is any other avenue I can take to escalate this matter, I would appreciate it.
  
  Regards,
  
  *************************