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

288 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.

Initial Complaint
Date:01/22/2024
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 ****** service on vehicle for many yrs , my husband died April 16 2023, his **** was cancelled June 2023 resulting in pyt being returned deceased , received call for missed pyt , gave them my **** number for the pyt , which was debited July 23 2023 , I then canceled service by phone as I no longer will be traveling distance, pyts continued, my son called in Sept and they assured me service cancelled , pyts continued, my daughter called oct 27th at that time they could not find account , she was on the phone for 2 hours, finally they located acct and confirmed the service was cancelled and they would refund ****** to my **** , Oct 27th my **** was debited ***** again, My daughter called dec 13Th , again could not find my account , again a 2 hour call finally found it and promised a refund in 3 to 5 days ..REF # *********** ..Finally pyts stopped but no refund. My daughter called Jan 8 **** , again unable to find my account , again on phone 2 hours , spoke with ******** who told me to call my bank she did not want to deal with it , then request I go to car and speak with agent that answers onstar ,, of course no service in car !!!!, but was sent to ****** in billing ,, again could not find acct , at this point ************************* up on me ,,, finally ****** found acct and all notes , she promised my to personally investigate with refund and call back on Thurs Jan 11th , this is now the 15th ...no refund no call back ..My on staraccount number ********* and my new conf number *********** ... How can this company call when one pyt was returned due to a death and demand payment from a 83 yr old women but now can't find my acct when we call and took months to cancell and not process a refund ...My husband and I have been long time on star members ( many yrs ) and now that I'm not driving to far they treat me like this !!************************* ( *************************** ) ************************************************ N0M1L0... daughter is ***** she has had most discussions with them !
Business Response
Date: 01/31/2024
January 30, ****

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

Customer:*************************
Account Number: *********
******************** Case # 21148089

Dear Better Business Bureau,

Thank you for your recent correspondence regarding ************************* and her concerns with a refund.

Ms. ***********;confirmed she received a credit of $101.67, which was processed on January 19, ****. This offer was made to reaffirm ************** commitment to customer loyalty and satisfaction.

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:01/22/2024
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.
1. Monthly billing since Sept of 2023 for subscription/service I did not sign up for.2. Have repeatedly called and sent documentation regarding the issue and have been assured it has been corrected.3. Billing continues after all reassurances.
Customer Answer
Date: 01/22/2024
OnStar had continuously billed me for subscription services I had not applied for at the termination of a free trial. The monthly billing started September 2023 and continued through December. My initial contact confirmed that I had no subscription in effect and they requested copies of billing on my credit card which I provided and was assured that they would discontinue the billing and reimburse past payments. The billing continued which resulted in numerous calls on my part to theirs management and billing department to no avail. I dont know if the issue has been corrected until I see billing each month. Im waiting on next billing period to see.
Customer Answer
Date: 01/22/2024
OnStar had continuously billed me for subscription services I had not applied for at the termination of a free trial. The monthly billing started September 2023 and continued through December. My initial contact confirmed that I had no subscription in effect and they requested copies of billing on my credit card which I provided and was assured that they would discontinue the billing and reimburse past payments. The billing continued which resulted in numerous calls on my part to theirs management and billing department to no avail. I dont know if the issue has been corrected until I see billing each month. Im waiting on next billing period to see.
Customer Answer
Date: 01/23/2024
VIN #*****************
Business Response
Date: 02/06/2024
February 6, 2024

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

Customer:*******************************
Account Number: *********
******************** Case # 21143831

Dear Better Business Bureau,

Thank you for your recent correspondence regarding ******************************* and his concerns with a refund.

Mr. *************;confirmed he received the refund,OnStar processed a credit of $42.64 to the method of payment on file. This offer was made to reaffirm ************** commitment to customer loyalty and satisfaction.

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: 02/06/2024
I spoke to and accept the business response, however they seem to trivialize the problem to you. They neglected to show that the refund was not $42.64 it was that amount X 5 for a total of $213.20. Also they neglected to explain why it took numerous contacts and hours on the line with reassurances that the problem had been corrected only to find the charge on the next billing period. Honestly I will not be sure it has been corrected until the current statement comes. Also the latest refund was not the correct amount which in turn required another contact.
Obviously they have little regard for the customer
Business Response
Date: 03/05/2024

March 5, 2024

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

Customer: *******************************
Account Number: *********
******************** Case # 21143831

Dear Better Business Bureau,

Thank you for your recent correspondence regarding ******************************* and his concerns with a refund.

I was able to speak with ******************** and he confirmed that nothing further 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:01/02/2024
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.
We purchased a ***** traverse in June 2023 it has onstar on it in July I called to have them set up wifi. In order to get wifi you need the onstar services. They offered me 3 months free for both. I was also told to download the onstar guardian app and my ***** app. None of the services worked and I called back the end of August to cancel. Then I called in September to verify it was canceled. Because I had received a letter that billing would start in November. I was told in September that I would not be billed. On November 20th I was charged $15 when I called they said it was for the app. I said I didn't have the app and it isn't in my subscriptions on ****** play. They assured me everything was canceled and I would get a refund. Then November 23 I had a $4 charge. I never got a refund. December 19th I now have a $15 charge that they claim they cannot find on their end. I want my $34 back and I want them to remove me from their system. I don't want to have to call them and sit on hold for 20 minutes while they do nothing. Worst customer service ever.
Customer Answer
Date: 01/08/2024
I don't have my car right now it's in the shop. So I don't have the *** I should have it back tomorrow 1/9/24 or 1/10/24

I dont know what my account number was with ********************** as I never got any kind of paperwork from them and the emails I have don't have it.
Business Response
Date: 01/19/2024
January 19, ****

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

Customer: **********************
Account Number: *********
******************** Case # 21028469

Dear Better Business Bureau,

Thank you for your recent correspondence regarding ****** Kilchesky and her concerns with a refund.

We have reviewed her refund concerns. The Guardian app has been canceled as of January 18, ****, and $35 has been refunded. The refund can take 3-5 business days to reflect.

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

Sincerely,

Jada
OnStar Executive Relations Team
Customer Answer
Date: 01/19/2024
[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:12/11/2023
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.
In September of 2020 I purchased a Chevrolet Silverado which was equipped with OnStar service with Wifi/Hotspot. Issues with the Wifi/Hotspot began almost immediately where it works sometimes and doesn't work other times. I have worked with agents time and time again for 3+ years to troubleshoot and find a permanent fix to this issue. The issue ends up being temporarily resolved with a barrage of troubleshooting and resets, only to have the problem eventually start up again. I have brought the truck back to the dealership on 2 occasions for this issue; however, they were not able to duplicate the problem while they had the vehicle and therefor were unable to present a resolution While the agents have been attentive and try to help, I have yet to have the permanent fix provided that I am looking for. In the past 3 weeks I have experienced constant issues to the point where I have been calling the company almost daily. I have spent hours upon hours trying to address this issue. I would like to have the issue permanently fixed instead of having temporary fixes to an ongoing intermittent issue. I enjoy the service tremendously when it works and want the issue fixed once and for all.
Customer Answer
Date: 12/11/2023
my vin #*****************
Business Response
Date: 01/05/2024
January 5, 2024

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

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

Dear Better Business Bureau,

Thank you for your recent correspondence regarding ****************************************** and the concerns with the Wifi/Hotspot Issues.

With support from our technical team, this matter is resolved, and we appreciate you bringing it to our attention. I applied 4 months of the Connected Vehicle plan as a goodwill gesture, which is good through April 28, 2024. Please let us know if anything else is needed.

Sincerely,

*****
OnStar Executive Relations Team
Initial Complaint
Date:11/27/2023
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.
Hi BBB,Need your help here. My 2023 Silverado was insured by OnStar ********* ********* from 4-23-2023 through *********** policy number **************. Throughout that time I agreed with an agent on coverage, and I sent them the required MI *** insurance forms. Several weeks later I'd get an extra *** bill because someone in their underwriting **** decided to change the coverage that the agent and I agreed to. This happened several times and I sent their *** forms in several times and spent a lot of time on the phone with their agents getting it resolved. The last time this happended on July 14, ****, I was told I owed $49.92 to correct the *** change, which I paid in full with my credit card. Additionallly during this call, the agent assured me that there would be no more additional charges on my policy . Proof of this conversation is via their conf. #**********. OnStar ********* ********* has since stopped writing auto insurance in MI, but they sent me another bill for $91.74 for another *** charge which is contrary to what their agent told me on our July 14th call. I called them again today and spoke wtih ************** who was no help and just told me she was going to send this to "collections".I paid them in full for the entire policy through Oct 24, 2023 and I had zero claims during the entire policy period, so I need your help getting this fraudulent $91.74 charge removed for me, and keeping them from sending this to collections. Thanks,******************* ******************************************************************* *********, ** ***** ************ PS. ******************** ************
Business Response
Date: 12/12/2023
December 06, 2023

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

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

Dear Better Business Bureau,

Thank you for your recent correspondence regarding our member ******************* and the concerns he has with OnStar Insurance.

We connected ************** to our Insurance team to further investigate his concern.

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: 12/12/2023
[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:

OnStar (GM) contacted me last week via phone and linked me into MidVale (OnStar's contracted insurance Co.). The Midvale agent told me that she was a lower level agent and did not have the authority to handle this matter, and didn't understand why the call was transferred to her, and she would not transfer me to anyone in a position of authority. The next day, the OnStar (GM) person contacted me and said that they could not do anything, and that she would NOT escalate to anyone in GM with authority. Nobody in either company with any authority has even looked at this case. I don't owe them for this PIP insurance and I've recieved confirmation of that from their agent as specified in my original complaint.
As my original complaint lists, I've sent all the requried documentation to them, have a confirmed conversation with them (see original case number), and had a paid in full insurance policy from day one with this company.
I consider their $91 charge fraud, and will not pay it and will contiue to pursue dismissal with the BBB, State, and other governmetal agencies.
Regards,

*******************
Initial Complaint
Date:11/02/2023
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 several occasions, I have contacted the business, specifically OnStar to cancel the connected services on Account ********* for both my Buick LaCrosse and both Cadillac XT5s. However, today, I just received an email requesting an updated payment method to charge my account, again. I did not receive the refund I was also promised. Please refund the $33.75 that I was charged and cancel the connected services on all three cars. Thanks!
Customer Answer
Date: 11/09/2023
Here is the requested VIN:
*****************
Business Response
Date: 11/24/2023
November 24, 2023

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

Customer:*********************
Account Number: *********
******************** Case # 9-11195731789

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
Initial Complaint
Date:10/16/2023
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.
I have canceled the onstar guardian app before it even started, I canceled my onstar services and I've been charged every month since the beginning of this year around February. I never even signed up for this and kept calling and they still have yet to cancel. I want to be reimbursed this stolen money. Never used this service. Stupid. I want ALL THE MONEY THAT WAS FRAUDENTLY TOOK FROM ME FOR A SERVICE I DIDNT SIGN UP FOR AND HAVE CALLED ABOUT A MILLION TIMES. VIN NUMBER *****************
Business Response
Date: 10/25/2023
October
25, 2023

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

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

Dear
Better Business Bureau,

Thank
you for your recent correspondence regarding our member ******** ******** and
the billing concerns on her 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
Customer Answer
Date: 10/25/2023
[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:10/16/2023
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 signed up for a 3 month free trial and was given the option to cancel once the trial ended and not be charged. I was charged $27.24 on 6/09/2023 even though I had called in advance to cancel before being charged.I was then charged $18.82 on 10/04/2023 4 months after having called 2 times to make sure they cancelled my subscription which I wasnt using and a representative assured me it was cancelled. When I called I spoke to ****** from OnStar billing department reference #********** and was told that my charge on 10/04/23 for the total of $18.82 was because I did not call in time to cancel, but that my plan was cancelled and closed. Yet I was charged in October for a closed plan? This doesnt make any sense. This company is stealing from past customers that had auto payment set up because the card number is at their disposal. This is a crime.
Business Response
Date: 10/30/2023
October 30, 2023

Better Business Bureau ************************
*****************************************************************************************
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 her 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
Initial Complaint
Date:10/10/2023
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.
I have been trying to cancel my service for several months. The apps in the car stopped working Dec 2022. I have contacted them on several occasions with the agents promising this issue woukd be fixed and to date it hasnt been. I pay ***** for the Onstar Services monthly but nothing works so I'm not paying for there services. I called and spoke with an agent this morning who HUNG UP ON ME. I need my account canceled and the funds refunded from the past two months. I'm sure they can see who I spoke with each time I called when they pull up my account because they've done it before. Cancel my account and refund my money. Member number 3-76220890277
Business Response
Date: 10/20/2023

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

Dear Better Business Bureau,

Thank you for your recent correspondence regarding our member ********************* and the concerns with her mobile app and the charges on her OnStar account.

We have reviewed her account and determined that her OnStar mobile app services were not working properly; therefore member stop payment of the service and request refund. Subsequently; member were billed four months in the amount of $172.67.

To restore faith in OnStar, the Executive Team has processed a refund for ***************** in the amount of $172.67. This offer was made to reaffirm ************** commitment to customer loyalty and satisfaction.

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:09/29/2023
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 canceled and no longer have a vehicle covered under OnStar. I've talked on the phone nearly once a month since January this year to get them to stop taking money out of my account. they requested bank statements of proof of withdraw and I sent them statements. Every month without fail $15.83 is paid to OnStar from my bank account they will not resolve the issue. And have been dealing with this for nine straight months.
Customer Answer
Date: 10/01/2023
vin# **** ***** 3gcuksec4eg219895
Business Response
Date: 10/13/2023
October 10, 2023

Better Business Bureau ************************
*****************************************************************************************
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

Customer Answer
Date: 10/13/2023
[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:] They called My cell phone while I was on the highway driving told them to call back in ten minutes received no call back, I did not receive an email from this business. They owe me $142.47 for charges on my CC with no explanation.

Regards,

***************************
Customer Answer
Date: 10/20/2023
OnStar has refunded four months of the nine months. they still owe me a remainder of $79.15 of the $142.47. I will not accept partial amends.
Customer Answer
Date: 10/25/2023
OnStar has satisfied complaint with a full refund. If the cancelation is complete, then we will be settled.

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OnStar Corporation is NOT a BBB Accredited Business.