Business Profile

Automation Equipment

OnStar Corporation

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

286 total complaints in the last 3 years.
79 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/29/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed up for an Onstar plan for $11.99. I received a receipt for the $11.99. I check my account and I actually got charged for $94.91. When I reached out to Onstar, I was told that was outstanding charges from last year. I had service last year that was disconnected when they couldn't charge my card for service. They disconnected the service and I did not have any services during this time.VIN: *****************
Business Response
Date: 08/07/2024
August 7, 2024

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

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

Dear Better Business Bureau,

Thank you for your recent correspondence regarding *************** concerns with billing.

With support from our Executive team, this matter is resolved, and we appreciate you bringing it to our attention. We provided the customer with 7 months of the ********************** Essentials Plan, which is good through March 6th, 2025. Please let us know if anything else is needed.

Sincerely,

****
OnStar Executive Relations Team
Customer Answer
Date: 08/07/2024
[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:07/16/2024
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.
Onstage has charged my personal credit card without authorization for services for 3 vehicles that are not mine and have not paid back the amount in a 3-5 day time frame they guaranteed me on the phone per numerous phone calls . The action of charging my card without my authorization is breaking the law .
Customer Answer
Date: 07/16/2024
Vin is 1gnevhkwpj181508
Business Response
Date: 07/22/2024
July 22, 2024

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

Customer: ***********************
Account Number: *********
******************** Case # 21979799

Dear Better Business Bureau,
Thank you for your recent correspondence regarding *********************** and his concerns with a refund.

*************** refund of $345.90 was processed on July 16, 2024, which he has received,and no further assistance is needed.

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

Sincerely,
******
OnStar Executive Relations Team
Initial Complaint
Date:07/11/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Onstar gives you a free trial. Some how it turned into an expensive subscribtion that even doubled in price at some point.
Customer Answer
Date: 07/11/2024
I discovered yesterday that they are charging for two vehicles. ***************** *****************

Business Response
Date: 07/16/2024
July 16, 2024

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

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

Dear Better Business Bureau,

Thank you for your recent correspondence regarding our member and her billing concerns.

Two attempts were made to reach ***************************** by phone,without success. We have also followed up with her via email with our Executive Resolution contact information.

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

Sincerely,
*****
OnStar Executive Resolution Liaison
Customer Answer
Date: 07/17/2024
[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 was at work yesterday when both calls came in and was unable to answer my phone. I have scoured every part of my email to find nothing from them. I reached out today from the information in my voicemail. They think ***** whos handling this may be on vacation so I have a message in to contact me.

Regards,

*************************
Business Response
Date: 07/23/2024
July 23, 2024

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

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

Dear Better Business Bureau,

Thank you for your recent correspondence regarding ***************** and the concerns with the billing discrepancy.

With support from our team, this matter is resolved,and we appreciate you bringing it to our attention. Member was issued a refund in the amount of $221.03 back to the method of payment on file. I advised to allow 3-5 business days to see the refund. Please let us know if anything else is needed.

Sincerely,

*****
OnStar Executive Relations Team
Customer Answer
Date: 07/26/2024
[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:07/09/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We bought our truck in February, and they must have initiated onstar services without our knowledge.They charged us ***** in May and again in June.I called to ask them for a refund, but they refused.Please help us resolve this issue, I think they canceled us going forward, but we never used or were aware of this service. What a scam..
Customer Answer
Date: 07/10/2024
***************** is the **** for the truck
Business Response
Date: 07/15/2024
July 15, 2024

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

Customer: ***************************
******************** Case # ********

Dear Better Business Bureau,

Thank you for your recent correspondence regarding our member ***************************, and the concern she has with OnStar billing.
**************** reached out to the Better Business Bureau seeking a full refund for the OnStar services. To restore her faith with OnStar, we provided the remaining refund in the amount of $62.58.**************** accepted and appreciated the offer.
Thank you for bringing this matter to our attention.

Sincerely,
*******
OnStar Executive Relations Team
Initial Complaint
Date:07/02/2024
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.
On Star Account #********* *************************** On January 30, 2023 I purchased a new GMC Canyon from Bel& Bell GMC Buick in ****************************This truck came with a 3 year On Star plan. It was part of a deal with On Star and GM.On June 24, 2024 I sold the vehicle.On June 25th 2024 I contacted On Star via phone and spoke with a representative and explained that I wanted the On Star discontinued and a refund of the unused portion of the plan. Aps $644.00 I am not sure about this figure i believe it is closer to 800.I was advised that it was not On stars policy to refund said unused paid for time on the plan but that it was the Dealerships responsibility if they wanted to refund me.The dealership was contacted and they say its On stars responsibility since it was a deal with GM at that time
Customer Answer
Date: 07/08/2024
*****************
Business Response
Date: 07/16/2024
July 16, 2024

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

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

Dear Better Business Bureau,

Thank you for your recent correspondence regarding Mr.Maimones refund request.

We spoke with ****************** and advised him that we are unable to issue a refund due to the cost of the OnStar plan being included with his vehicle purchase. We apologized for any inconvenience.

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

Sincerely,

*****
OnStar Executive Resolution Liaison
Customer Answer
Date: 07/16/2024
[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:06/25/2024
Type:Sales and Advertising 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 contacted OnStar on 2 different occasions to have my subscription cancelled since they were charging me twice a month a fee of $29.99, they assured me my subscription was cancelled in April 2024, on June 23 2024 I received an E-mail stating I had been charged $29.99 to my bank account from ********************** from the subscription they said was cancelled. I am requesting my subscription be cancelled and the payments be put back into my bank account. Since April ******************************* was billing me $29.99 twice a month on the 1st and last of the month then $15 in-between ********.
Customer Answer
Date: 07/02/2024
*****************
Business Response
Date: 07/10/2024
July 10, 2024

Better Business Bureau Serving ****************
***************************** Ste., 202
******************************
Phone: ************* | Fax: *************
www.easternmichiganbbb.org

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

Dear Better Business Bureau,

Thank you for your recent correspondence regarding our member ************************* and the refund concerns on his OnStar account.

Two attempts were made to reach Mr. ******** phone, without success. We have also followed up with him via email with our Executive Resolution contact information.

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

Sincerely,
Jada
OnStar Executive Resolution Team
Customer Answer
Date: 07/14/2024
[A default letter is provided here which indicates your rejection of the business's response.

Better Business Bureau:

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

[You must provide details of why you are not satisfied with this resolution. Please type details here:] I am still getting charged from On Star as I look at my account today I was charged on June 1st after telling them several months ago to cancel my account. They did not take a May payment but started back up in June. On Star refuses to cancel my account and they never sent me an E-Mail after not reaching me by phone as they say in their reply.

Regards,

*************************
Business Response
Date: 07/22/2024
July 22, 2024

Better Business Bureau Serving ****************
***************************** Ste., 202
******************************
Phone: ************* | Fax: *************
www.easternmichiganbbb.org

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

Dear Better Business Bureau,

Thank you for your recent correspondence regarding our member ************************* and the refund concerns on his OnStar account.

We did receive an email response from ****************** and are working on resolving his concerns.

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

Sincerely,
Jada
OnStar Executive Resolution Team
Customer Answer
Date: 07/22/2024
[A default letter is provided here which indicates your rejection of the business's respon
Better Business Bureau:

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

[You must provide details of why you are not satisfied with this resolution. Please type details here:] I am done dealing with On Star about this, they refuse to refund my account and drop me from my subscription. I had to go to my bank and block them from my checking account because they keep taking money. I do appreciate your help.

Regards,

*************************
Initial Complaint
Date:06/20/2024
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.
Several months ago I turned in a complaint against OnStar because my remote application is not working even though I pay my $31.97 bill every month.I purchased a new 2024 Silverado 3500HD on 14 November 2023. The *** is: 1GC1KWE81FF16XXXX. Not long after the purchase I pressed the OnStar button to activate my account. I provided my credit card number at the same time and selected the payment plan. My account number is: ***********. I have the automatic enrollment paperwork.In January I submitted a Better Business Bureau Complaint #******** to GM. A lady named ****** from Executive Escalations contacted me in February and verified messages can be sent to my email account, but nothing has been fixed. I continue to get billed for something that has only worked a few months since purchasing the $85,795.00 truck in November 2023!I cannot access my account online through my phone or laptop. *** contacted the help desk multiple times. At one time a case number was assigned, but then the next agent could not find it. *** talked to the dealership sales manager and service department manager in person who both shrugged their shoulders.The problem is the application requires authentication after logging in. The authentication function is supposed to email me something. I never, ever receive this email. *** had the email address for over twenty-years. Ive had the GM/Onstar account for about ten years with my previous 2015 GM Truck. So, I suspect my account needs to be reset. *** suggested this, but nobody does anything!All this started on my purchase day when the dealerships finance manager and salesman changed my password. I have the password and can login, but the authentication email never reaches me. Thus, I cannot fully login with authentication and access any features.Since this continues to happen, either fix it, or refund my money!
Business Response
Date: 07/05/2024
July 5,2024

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

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

Dear Better Business Bureau,

Thank you for your recent correspondence regarding ************************* and her concerns with his mobile application.

Currently the mobile application concern is escalated to OnStar technical team. We are keeping in contact with ************** to troubleshoot until the concern is resolved.

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

Sincerely,

******
OnStar Executive Relations Team
Customer Answer
Date: 07/11/2024
[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:]
What exactly has OnStar done to trouble shoot the problem? List the steps taken please. Escalation means nothing to me after eight months of frustration.

Sorry I missed your call, but when you telephone me during my work hours, my chance of answering the phone is marginal.
Not leaving a message doesnt help either. Does ******* have good news for me? The $31.97 taken out of my account on 28 JUN 24 for a non-working system hasnt been refunded. Am I paying for a missed phone call and an email? Wow!

I sure hope you realize that the problem which has existed for EIGHT MONTHS isnt on my end. Your server isnt sending my verification code. I previously suggested resetting my password, but that simple step was disregarded. Sadly, this entire issue started after the dealership changed the password on 14 NOV 23. Yeah, the dealership, not me. But, the dealership says they cant do anything. Hum?

So, if you havent fixed the issue before the next billing, then cancel my service.

Respectfully,

*************************
Initial Complaint
Date:05/03/2024
Type:Order 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.
On Star services on my 2019 Cheverolet corvette reported my Driving pattern to LexiNexes. Between 10/2023 to 11/30/2023.I had never signed up for Smart driver program or other on star service .
Customer Answer
Date: 05/03/2024
2019 cheverolet corvette Vin# *****************

Business Response
Date: 05/15/2024
May 15, 2024

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

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

Dear Better Business Bureau,

Thank you for your recent correspondence regarding ********************* and his concerns with Smart Driver.

OnStar educated **************** on the Smart Driver program and confirmed he is currently not enrolled into the Smart Driver Program.

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

Sincerely,
******
OnStar Executive Relations Team
Customer Answer
Date: 05/15/2024
[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 was never signed up for any smart driver program On star sold driver information to Lexinexes for profit without any authorization from customers, resulting in increased insurance premiums.Due to this action I have cancelled my order on furure GM vehicle and may be forced to Join current Class Action lawsuits filed against on star.
I consider this issue not resolved and on star response & actions unsatisfactory ,spying on drivers without consent is illegal action.

Regards,

*********************
Initial Complaint
Date:05/03/2024
Type:Sales and Advertising 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 had a Chevrolet suburban 2023 that i sold yesterday on 04/24/2024 and i called onstar to get a refund on the wifi unlimited services that i prepaid for one year but they refused to refund me for the remaining period until next December of 2024 even though on their website they stated that i would get a refund for the remaining period on the prepaid services . I want onstar to refund me my money and I want their higher management to call me and refund me my 200 dollars that I paid them
Customer Answer
Date: 05/03/2024
Vin number
*****************
Business Response
Date: 05/17/2024
May 17, 2024

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

Customer: ***********************
******************** Case # ********

Dear Better Business Bureau,

Thank you for your recent correspondence regarding our member ***********************, and the concern he has with the ************** plan he prepaid for.

****************** reached out to the Better Business Bureau seeking a full refund for the OnStar ************** services he prepaid for. To restore his faith with OnStar, we offered to provide complementary OnStar services to his new ************* Vehicle. ****************** appreciated the offer and will follow up with once he receives the new vehicle.

Thank you for bringing this matter to our attention.

Sincerely,
*******
OnStar Executive Relations Team
Customer Answer
Date: 06/03/2024
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 am rejecting their response because they did not email me a confirmation letter stating they would honor the free unlimited wifi in my new car for the 200 dollars that I paid which was for one whole year
So are they going to offer a one year of free wifi once I get the new car ?? I do not have any proof or a letter from them that states this
I need something in writing that I can submit to them to get the free wifi once I get the new car

Regards,

***********************
Initial Complaint
Date:05/03/2024
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 in November 2022 and they said it was a 2023 Chevrolet Bolt EUV and it came with 3 years connected services. It also stated this on Chevrolets website and it still says this on Chevrolets website for any vehicle purchased on or after August 31, 2022. This is a service powered by OnStar. I have contacted OnStar about this but they refuse to honor the 3 years of free complimentary connected services. Others in a ************** said they have to beg and hackle OnStar for months before they honor it. I have not had the same luck.
Customer Answer
Date: 05/03/2024
*****************- VIN
Business Response
Date: 05/17/2024
May 16, 2024

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

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

Dear Better Business Bureau,

Thank you for your recent correspondence regarding our member ************************* and the billing concerns on his OnStar account.

Two attempts were made to reach ****************** by phone, without success. We have also followed up with him via email with our Executive Resolution contact information.

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

Sincerely,

****
OnStar Executive Resolution Liaison

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OnStar Corporation is NOT a BBB Accredited Business.