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 Corporation

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

• 

  OnStar Corporation

  PO Box 1027 Warren, MI 48090-1027

• 

  OnStar Corporation

  P.O. Box 400 Detroit, MI 48232

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:08/15/2023

  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 called and canceled my subscription 6 months in a row and continue to be billed. I have to call every month to confirm my cancellation and get a refund.

  Business Response

  Date: 08/31/2023

  August 31, 2023
  
  
  *********************************
  4033 ***************
  ***********, **  37174
  
  
  
  OnStar Account #*********
  BBB Case #********
  
  
  Dear **********************
  
  
  On behalf of the entire OnStar organization, please let me take this opportunity to apologize for the unsatisfactory experience you had with us. Thank you for taking the time and effort to bring your concerns to our attention.
  
  Per our conversation on August 31, 2023, as a goodwill gesture we provided a refund in the amount of $165.80 to the method of payment on file. While we show it has been processed, please allow 3-5 business days for the refund to show up on your end.
  
  
  We are sorry if the service has not met your expectations.If you have any additional questions or concerns, please contact us at **************. We are open Monday through Friday from 8:00 AM to 6:00PM EST. I am typically in the office from 8:00 AM to 5:00PM
  
  
  Sincerely,
  
  ****
  OnStar Executive Relations

• Initial Complaint

  Date:08/11/2023

  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 noticed that I was receiving emails from Onstar regarding a vehicle that I no longer owned which made me consider that I may be getting billed. I called Onstar on August 2, *************************************************************************** regard to the 2020 Chevrolet Blazer because there is a new owner. I have a very simple request. Send a letter and/or email stating that my account is closed for this vehicle to ensure that I am not billed for this vehicle. There is also a vehicle on my account that I haven't had in years, a Chevrolet Impala. I would like a letter and/or email verifying that I no longer have an account for that vehicle as well.It's unacceptable to keep my name and account open when I no longer have these vehicles and to be deceitful saying that they cannot find my account when they clearly can see that I had those vehicles.I have financial statements showing Onstar billing as proof. Close my accounts.

  Business Response

  Date: 08/15/2023

  August 15,2023
  
  
  *******************************
  7610 ********
  *******,** 60620
  
  
  
  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 14, 2023, I explained that per our records you are not currently being billed and no future charges will occur for both vehicles due to cancellation.
  
  
  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 Relations

• Initial Complaint

  Date:08/09/2023

  Type:Order 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 illegally took funds from my account after I canceled everything to do with onstar ***** twice charge. They refuse to send money back into my account. I told ********************** if I want services I will buy them not having them take money from my debit account.

  Business Response

  Date: 08/28/2023

  August 28, 2023
  
  
  
  ***********************************
  **************************************************;  55769
  
  
  
  
  Account # *********
  ******************** case #********
  
  
  
  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

  Customer Answer

  Date: 08/30/2023

  [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:07/31/2023

  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 an existing account from a 2017 ***** Colorado that I purchased in 2017 that is in my name. My member number is 3-85943984745. My wife and I purchased a 2023 GMC Acadia on Saturday, July 29th. During the purchase process I listed my email as ************************** However, afterwards realized that the email associated with my On Star services is ************************** Since then, this has messed everything up. My app on my phone will not work, my wife's does not work, and it won't let me place an order on the MyGm website for accessories for the Acadia. I have called OnStar 4 seperate times to try and resolve this. I spent around 45 minutes on the phone with a guy on Sunday, July 30th trying to resolve it. At the end of that phone call, everything seemed to be working, but later on that evening it all stopped working again. I need to change everything associated with OnStar and MyGM to my Gmail address because I no longer use the Yahoo email. The guy did change most of everything to the Gmail address, but on MyGM, I still see the Yahoo email address as my username. I just want everything to work as it should.

  Business Response

  Date: 08/15/2023

  August 15, 2023
  
  
  ***************************
  2231 ****************
  *************, **  24219
  
  OnStar Account # *********
  ******************** Case # ********
  
  
  
  
  Dear ********************,
  
  
  On behalf of the entire OnStar organization, please let me take this opportunity to apologize for the unsatisfactory experience you had with us. Thank you for taking the time and effort to bring your concerns to our attention.
  
  Per our conversation on August 15, 2023, you confirmed that the mobile app is working. As a goodwill gesture we provided you with 3 months of the Premium Plan, which is good through November 14, 2023.
  
  We are sorry if the service has not met your expectations. If you have any additional questions or concerns, please contact us at **************. We are open Monday through Friday from 8:00 AM to 6:00PM EST. I am typically in the office from 8:00 AM to 5:00PM
  
  
  Sincerely,
  
  
  ****
  OnStar Executive Relations

• Initial Complaint

  Date:07/31/2023

  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.

  My vehicle was stolen from my property today, July 31st, 2023. The police were called and on scene to try and recover the vehicle. OnStar would not provide location details of the vehicle until we paid a $312 fee to activate OnStar services. This is absolutely insane. How could this even be ethically right? Our vehicle was just stolen from our property and OnStar is worried about making $312 from a victim? On top of this, when the police asked the woman from OnStar to shut the vehicle down, the woman would not do so due to the fact that the police officer was not able to tell her if it was safe to do so due to the office being with us at our home and not chasing the vehicle. So for this reason, she delayed the process and shut the vehicle down when the officers were on a foggy road and were not caught up to the criminals, in which they were able to jump out of the vehicle and ultimately did not get caught. Thanks a whole lot OnStar!

  Business Response

  Date: 08/10/2023

  August 9,2023
  
  
  *******************************
  501 **********************
  *******,** 15650
  
  
  
  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 4, 2023, I apologized for the bad experience,and also canceled the subscription per your request.
  
  
  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 Relations
  
  
  
  

  Customer Answer

  Date: 08/10/2023

  [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:07/26/2023

  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 have contacted OnStar multiple times about the ***FI not working with my in-dash mobile apps and not connecting properly to anything. I am being charged monthly for a service I cannot use or get the antique to resolve. I have an email telling me to spend more time at the dealership. This is ridiculous. My case, *********, for the 2018 Cadillac XT5, *****************, still needs to be resolved. I have called ************ three times. I get disconnected via the automated system when I press 2 for a ******** keeps telling me to enter a voicemail box number, and after the third ask, it disconnects me. I sent a text and got this response:Hi ********! This is ***** from OnStar. I am sorry that your case, *********, has not been resolved. Looking into the account, there is no update yet for the issue. I tried calling and keep getting disconnected and referred to text in Based on the nature of your concern, the Technical Assistance Team is better equipped to get you the help you need. They can be reached at 1-************ or by pressing the OnStar button in the vehicle. They are open from Monday-Sunday 9 am-8 pm (EST). The technical assistance team is only available via the phone line. I apologize that you were routed to the messaging channel. Please try again to contact them through the phone number, or you can press the OnStar button at your convenience. I need this fixed or for my in-dash software/system upgraded to one that works.

  Business Response

  Date: 08/10/2023

  August 10, 2023
  
  
  
  *************************
  3800 *******************
  ********, **  30008
  
  
  
  Account # *********
  ******************** # ********
  
  Dear ************,
  
  This letter is confirmation of the active OnStar subscription for your 2018 Cadillac XT5 VIN ending in #****. You are currently on the monthly Essential plan.
  
  Per our conversation, OnStar will pay for a one-hour diagnostic. You have a scheduled appointment on August 10, 2023 with **************** in ******, **.
  
  If you have any additional questions, please contact ** at **************.  We are available Monday through Friday from 8:00AM until 6:00PM ET, and I am typically in the office from 9:00AM until 6:00PM ET.
  
  
  Sincerely,
  
  
  ******
  OnStar Executive Resolution Liaison
  

  Customer Answer

  Date: 08/10/2023

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

• Initial Complaint

  Date:07/24/2023

  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.

  I have made 20 monthly payments to OnStar in the amount of $42.63 per month, as a today total of $852.60 On 7/11/2023 I contacted OnStar because my GMC ****** 2021 was stolen, and I wanted for them to pin the location of the truck, came to found out they cannot locate my truck. Ive been paying for a service they could not provided when I needed and they cancelled the service. I am demanding the FULL TOTAL AMOUNT REFUND I paid for a useless service. I have spoke on the phone with several OnStar associates and they repeatedly lied to and promised phone calls backs that never happened. I have several reference numbers from them (#*********, #**********, #*********, #***********), I also have been recording each of the conversation. They gave a refund for $127.89 and a refund for $28.88 after they cancelled. I need for OnStar to refund the remaining of $ ****** I have sent the police report to their Loss Prevention team because they ESCALATED this case and I am still waiting. Today 7/24/2023 I spoke again with an OnStar associate and promised that I will receive an email with "INSTRUCTIONS". I just want from OnStar to refund me the remaining amount owe to me in the amount of $****** and to put the money back to the same card they have on file.

  Business Response

  Date: 08/02/2023

  August 2, 2023
  
  
  
  *************************
  ************************************************************************************
  
  
  
  Account Number: *********
  ******************** Case #:  20366903 
  
  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 was processed in the amount of $695.83 to the method of payment on file. Please allow 3- 5 business days for the refund to post.
  
  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: 08/03/2023

  [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:07/18/2023

  Type:Sales and Advertising 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.

  On July 2nd ONSTAR charged my card for $15.00 for the unlimited data plan that I had in my 2022 equinox. This payment was for the month of July. then on july 14th they sent me a text message saying my data plan would be cancelled due to non payment. I contacted them informed them I have the bank records proving of the payment they took on July 2nd. They tried to say there was no such transaction. I advised the rep **** that I wanted all my plans with ONSTAR cancelled that day due to their poor customer service. Well, instead of cancelling them they instead charged my card on July 16th for ANOTHER $15 for the data plan they claim was never paid. I then contacted customer service and spoke to a manager **** who verified the additional charge. I again advised her they had no authoriation to do that charge on July 16th, and all my plans were to be cancelled. **** advised she would cancel the premium plan and the unlimited data. **** also stated i would receive a refund for the $27.99 charge for the premium plan AND then the $30 for the two charges of the data plan. So far I have only received the one refund for the premium plan. I have emailed loss and prevention team about the missing money and the duplicate charges. It has been over 72 hours and no response from loss and prevention. My documentation shows the transaction from onstar that posted to my bank on July 2nd, even though they claim they never did a charge on that day. I want a refund for my money they took and didnt provide services, a refund of the money they took without authorization and to be contacted by the business for an apology.

  Business Response

  Date: 07/25/2023

  July 25, 2023
  
  
  
  *******************************
  ****************************************************************
  
  
  
  
  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 July 25, 2023, I applied 3 months of the Premium plan as a goodwill gesture, which is good through  October 24, 2023. I also applied 90 days of the ************** plan which is good through October 25, 2023.
  
  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: 07/25/2023

  [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:07/17/2023

  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.

  OnStar was contacted and told to cancel my plans because I had sold my vehicle. I found out my plans were canceled after I needed the service one day. When I called them they could only tell me that someone told them to cancel cause I sold my car. Mind you I'm driving my car when I'm talking to them. I told them I wanted to know who told them I sold my car and who had access to my account and they couldn't give me any information. I want to know who and how someone had access to my account to cancel my plans. OnStar had no solution to my issues charged me more, gave me a hard time and still didn't give me any information on who gave them permission to cancel. This is very upsetting as OnStar has private information that should be secure so to know that any *** D*** or ***** could call and cancel my plans is scary. I want answers from OnStar I'm furious.

  Business Response

  Date: 08/08/2023

  August 8, 2023
  
  
  
  *******************
  *****************************************************************************************
  
  
  
  Account Number: *********
  ******************** Case #:  20333147 
  
  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. 
  
  If you have any additional  concerns, 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: 08/08/2023

  [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:
  
  I do not accept this response because it doesn't address the issue.  I talked with five separate representatives who all told me that Onstar was informed that I sold my car.  Onstar did contact me via phone and tried to tell me that those five people were wrong and tried to give me another excuse on why my services were disconnected without MY permission and then the lady proceeded to tell me that I don't know how their internet services in my vehicle works and got into a full blown argument with me and pretty much called me stupid.  I DO NOT ACCEPT this stupid response.  I want the truth from Onstar instead of them trying to hide their f*** up!  They allowed someone access to my accounts and now they are trying to hide it.  I deserve a lot better than the response received and you as the BBB should be ashamed of allowing that response.  

   

  Regards,
  
  *******************

• Initial Complaint

  Date:07/10/2023

  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 ordered a free month from onstar on June 21 through July 21 of this year I was purposed have $25.00 gift card never received a gift card thats false advertisement from onstar

  Business Response

  Date: 07/25/2023

  Tell us why here...July 25, 2023
  
  
  *************************
  *************************************
  ********, **  85351
  
  
  
  Account # *********
  ******************** 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 number we have tried to dial is ************.
  
  Please call me if you would like to further discuss your concerns.  I can be reached at **************.  The Executive **************** is open Monday through Friday from 8:00 AM 6:00 PM EST.  I am typically in the office between 9:00 AM 6:00 PM EST.
  
  
  
  
  Sincerely,
  
  
  ******
  OnStar Executive Relations Liaison