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

287 total complaints in the last 3 years.
81 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:09/08/2023
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.
Bought a **** GMC Sierra *** 3.0. Before purchase I was told I had OnStar premium for 3 years (data and remote access). After purchase I was told the same by all parties.Now Ive been told by OnStar that my premium expires on 27 September 2023. This is extremely frustrating as the truck is brand new, I just spent over 80k and now being told something completely different. Dealership has told me to contact OnStar and OnStar during chat refused to help. Vehicle bought August 2023, truck built August 2023
Customer Answer
Date: 09/08/2023
Hello,
As requested, my VIN # is *****************

thank you
Business Response
Date: 09/22/2023
September 22, 2023

*************************
14 ********
Oro-Medonte,******* L0L2L0

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 22, 2023, I applied 6 months of the Preferred Plus plan as a goodwill gesture, which is good through April 27, 2024.

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 8:30 AM to 5:30 PM EST.

Sincerely,
*****
OnStar Executive Relation
Customer Answer
Date: 01/08/2024
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 reject it, because the complimentary trial was given in bad faith. After 7 days after receiving the good will gesture - my services were cancelled without any notification by OnStar.

When I noticed I had zero internet access (which the plan was supposed to include), I called OnStar and their representative told me that ***** had no authority to provide internet services or the trial.

I was told Ill have to pay and to visit their website for plan prices.

This is in bad faith as ***** spoke with me ensuring 6 months would be added to close the dispute. I hope this is just a miscommunication but I have called OnStar several times and been advised the same.

I welcome further discussions with OnStar on this matter.

For your consideration & review.

Regards,

*************************
Initial Complaint
Date:09/08/2023
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 have always liked onstar and had nothing but nice things to say about them until now. I Found out that I was getting charged $20 a month plus $5 in fees for a data plan that I didnt sign up for. It has been occurring for at least a year and probably more but I cant tell because thats as far as my statement would go back. It was being added to my **** bill I just now noticed it. I thought it was an **** error but after talking to **** they told me it was onstars fault and transferred me to an onstar rep that was supposed to help. The onstar rep canceled the plan and told me I never signed up for a data plan so they were unsure why I was getting charged. They started a claim for me and told me they would get back with me after investigating the cause. I waited awhile and called them for an update and they told me that they would let me know by that Friday. I never received a call or email from them so I called them the next week and the service rep had no idea what I was talking about and couldnt find a claim for me so he would start a new one. That was last week and I still havent received an update. I have now been dealing with this over a month and everyone I have talked to has done nothing to resolve the issue!
Customer Answer
Date: 09/08/2023
*****************
Business Response
Date: 09/27/2023
September 26, 2023

*******************
1748 ***********
******, ** 36609

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

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

Thank you for taking the time to contact OnStar regarding a billing concern. Our goal is always to provide the safety, security and peace of mind that OnStar offers.

Per our conversation on September 25, 2023, OnStar did not bill your credit card for data charges. The ********** charges are being billed through your personal Shared AT&T account. Please contact AT&T directly to address the billing concerns.

If you have any additional questions, please contact us at **************. We are open Monday through Friday from 8:00AM to 6:00PM EST.

Sincerely,

******
OnStar Executive Relations
Customer Answer
Date: 09/27/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*******************
Initial Complaint
Date:09/05/2023
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.
Onstar over the past 5 years have been calling me about getting my vehicles serviced through there authorized service dealers. The problem is that I don't own a vehicle with onstar or the fleet of vehicles they are calling me about. This problem doesn't happen once or twice a year, but 11 phone calls in the last 45 days. In April of 2021( BBB case #********), I made a BBB.org complaint, *****, a Onstar Executive Relations replying a nice message saying all calls would stop. While a lot of calls stopped, they gradually increased to the amount of 11 per every 45 days. As I assured then as I assure now, I have every call well documented for the last 4 years. The **** Law says that when a business violates the **** laws, that ************* may be required to pay the victim's $1,500.00 per violation. I have documentation of hundreds of calls and documentation of me asking Onstar to stop calling me. You will see some of this documentation attached to this complaint. After talking to some lawyers I found that this might be easier to solve between Onstar, the Better Business Bureau and myself instead of wrapping 3 years in court for only lawyers to win. Moral of this complaint is Onstar is disrupting my rights, interrupted me while fighting cancer and while working my career, filled my voicemail during vacations and woke me up on Saturdays mornings with 6am east coast phone calls all on a line that is on the Do Not Call List and a Line Onstar has been told you dont have permission to call. I've been assured that Onstar is majorly in the wrong and I believe it's time for Onstar reimburse me for all this horrible business non sense they have put me through.
Customer Answer
Date: 09/05/2023
I don't own a GM vehicle, so I don't have a vin. Onstar is give my phone # out to all their dealers as a fleet contact on a whole bunch of GM vehicles that I don't have any part of. This is hundreds of calls and GM and Onstart won't stop calling me even though I have nothing to do with these vehicles.
Business Response
Date: 10/13/2023
October 6, 2023

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

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

Dear Better Business Bureau,

Thank you for your recent correspondence regarding *************************** and the concerns he has with receiving numerous unwanted calls in reference to an OnStar account.

With support from our Technical Team, the phone number which was linked to the account has been removed. This matter should be resolved and we appreciate you bringing it to our attention. Please let us know if anything else is needed.

Sincerely,

*****
OnStar Executive Relations Team
Initial Complaint
Date:08/29/2023
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.
Contacted Onstar to cancel services on 8-27-2023. Services were cancelled. On 8-28-2023 Onstar charged my bank account $15. I contacted Onstar and they refused to reverse charges or pro-rate.
Business Response
Date: 09/06/2023
September 06, 2023

***********************
*********************************************************************************************; 41007

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 your experience. Per your request, we have resolved your billing concerns and a refund in the amount of $15.00 has been processed.

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 Liaison
Customer Answer
Date: 09/06/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***********************
Initial Complaint
Date:08/25/2023
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.
I decided to cancel my On Star account as I was not using the services at all. For the last 25 months I have paid On Star $16.80 per month for their services. After talking on the phone, On Star claims that 1) I do not have an account with them. 2) The credit card being billed is not on file. 3) The vehicle I drive every day that says Connected to On Star services is not in their system. I emailed them the last two years of credit card statements proving that the exact amount of their services was being charged to me by On Star ******, and the contact number provided in the statement was in fact the one that matched up with whom I had called in the first place. I have no other vehicles, past vehicles have never had On Star, and no one else lives in my home or drives my vehicle. So according to On Star I have been making monthly payments for them to provide me with ZERO services. If I do not have On Star as they claim, then please refund me the hundreds of dollars you have stolen from me and cancel my account as I have asked. I even get monthly emails keeping me up to date with my On Star services, with an account number attached. I assumed a company of this magnitude with be a little more together, it this is genuinely baffling.
Business Response
Date: 09/08/2023
September 06, 2023

*****************************
*****************************
******
**************** V1L6M9

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 your experience. Per your request, we have resolved your billing concerns.

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 Liaison
Customer Answer
Date: 09/10/2023
[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 claims that for the last two years, I was billed $16.80 per month for having their app . . Which is nonsense. App subscriptions are billed through the App Store and billed accordingly through apple. I want a refund for the months that I paid $16.80 to OnStar for their non existent services. (Dating back to Sept 2021) They made a mistake and need to own up to it I was even contacted by OnStar part way through this time period and I asked them to cancel all services. They said yes after the free months they wanted to give me. Even after this ordeal, they even had the audacity to ask if I wanted to sign up for OnStar and if I did they would offer 4 free months. Do not ever sign up for OnStar, absolute scam.

Regards,

*****************************
Initial Complaint
Date:08/20/2023
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.
August 3 -7th onstar has been trying to collect money for services I never signed up for. I only had wifi agreement with them for ***** a month. But I was charged ***** twice I never agreed for them to take funds. From what I was told by providers card services that onstar contacted ****** Bank for the account number and routing number then illegally took the money from my account. **** from ********************** services was hostile on the phone said you'll get refunded all back but I still haven't received it and will not respond back since he called me.
Business Response
Date: 08/28/2023
August 28, 2023

***********************************
**************************************************; 55769

Account # *********

Dear Mr. ******,

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 **************.

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 8:00 AM and 5:00 PM

Sincerely,

****
OnStar Executive Relations Liaison
Initial Complaint
Date:08/19/2023
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.
On August 11 2023 our chevrolet Silverado quit running while we were on a camping trip. Onstar towed our truck to the nearest chevrolet dealer that was a 100 miles away. After the truck was fixed a week later, Onstar refused to have our truck delivered back to us resulting in me having to pay ******* to have it delivered back to us at the campground 100 miles away. But they would pay to have it delivered to my house that is **** miles away leaving my wife and I with the trailer at the campground. Since I pay so much for this service per year and get treated like dirt, when my renewal comes up I have no choice but to cancel this.
Business Response
Date: 08/29/2023
August 29, 2023

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

Account # *********

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

The OnStar Executive Relations team has attempted to contact you in order to discuss the recent concerns. Unfortunately, we have been unsuccessful in reaching you thus far. The number we have tried to dial is (765) ********.

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

Sincerely,

******
OnStar Executive Relations Liaison
Customer Answer
Date: 08/29/2023
[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:]

************ is my number. I have my phone with me at all times! NOBODY from Onstar has ever tried to contact me!! If it's like everything else Onstar and GM tries to do, somebody probably doesn't know how to dial a phone. Regards,

*************************
Initial Complaint
Date:08/17/2023
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.
I brought a brand new 2023 ***** Colorado Trail Boss paid cash for it outright and wasn't told that everything that the dealer said I should have included with the vehicle would cost extra. Including Auto start, safety features like having your texts read out loud, being able to talk to your device instead of having to manually do it
Business Response
Date: 09/05/2023
September 5, 2023

Mr. *******************************
******************************************************
Apt# B101
**************, ** 84123-7853

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

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

The OnStar Executive Relations team has attempted to contact you in an effort to address your concerns. Unfortunately, we have been unsuccessful in reaching you thus far. The numbers I 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 ET. I am typically in the office between the hours of 9:00 AM 6:00 PM ET.

Sincerely,
Jada
OnStar Executive Relations
Initial Complaint
Date:08/16/2023
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.
This complaint is for my 91 year old mother. She and my dad (who past away years ago) had Onstar with their new car. The contract # is ***********. After my dad died my mother kept the service and had the $15/month automatically taken out of her checking account. In Oct 2022 she sold her car and no longer drives. On 10-21-22 (at 10:07 AM) I called Onstar and spoke to ******. She said they would cancel the coverage and gave me a confirmation # of **********. However, I noticed Onstar was still taking money out of her checking account. On 5-15-23 (at 6:28 PM) I called Onstar again & spoke to ****. He said he would cancel the contract/stop the billing and refund my mom $120 for the money collected back to Oct. 2022. The reference # given was ************. However, they are still taking the $15 out of her checking account. We need help getting the payments stopped & her getting a refund back to Oct. 2022.
Business Response
Date: 08/30/2023
August 30, 2023

***********************
*******************************
****************, ** 48336

BBB# ********

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

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

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 8:00 AM 5:00 PM EST.

Sincerely,

*****
OnStar Executive Relations Liaison
Customer Answer
Date: 08/30/2023
[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:] OnStar claims to have tried to call me. I reject that as a false statement. I do not recall them calling me. I have not seen any calls from OnStar in my caller ID. I also haven't listened to any recorded messages from OnStar on my phone. I believe OnStar is stalling so I will drop my complaint while they continue to take money out of my mother's account & refuse to refund the money taken out since we terminated to account.
In my opinion OnStar should be shut down or heavily penalized for their refusing to cancel contracts. As I mentioned previously, my 91 year old mother sold her car & no longer drives. Therefore, the OnStar service is no longer needed. I called and notified OnStar that the car was sold & my mom no longer needs their service. I was given a reference # for the cancelled contract but it wasn't cancelled. When I called back I was told the contract would be cancelled & she would receive a refund check for the 5 months of money collected after we notified OnStar the car was sold. I was also given another reference # for the phone call. However, OnStar is still taking money out of her bank account & refusing to refund her money.
What is my next step to stop OnStar from stealing money from my mom & other people?

Regards,

*********************** ************
Initial Complaint
Date:08/16/2023
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.
On 8-15-23 OnStar charged my debit card for my monthly subscription to my plan. Within the last 3 weeks I obtained a new debit card from my bank because unrelated suspicions activity on my card. I never provided OnStar with my new card information but somehow they obtained it without my permission or me calling to update my information. OnStar charged my new card without my authorization. I called OnStar and was told I need to speak to my bank. I called my bank and they explained and emphasized they did not share my card information. OnStar is illegally obtained my card information and billed it without my approval.
Business Response
Date: 08/28/2023
August 28, 2023

***************************
4737 **********.
**********, ** 90621

OnStar Account # *********
******************** # ********

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

This letter is confirmation of the cancellation of OnStar account number *********. Per your request, this account has been canceled as of June 22, 2023

Per our conversation, on August 15, 2023 you were refunded $44.99 back to the method of payment on file.

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: 08/28/2023
[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:

The business made no attempt to fix the issue or make any offer.

Regards,

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

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OnStar Corporation is NOT a BBB Accredited Business.