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Business Profile

Automation Equipment

OnStar Corporation

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Automation Equipment.

Complaints

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

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OnStar Corporation has 9 locations, listed below.

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    Customer Complaints Summary

    • 287 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/30/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 recently purchased a new vehicle and had an onstar trial with it. I decided to add the Wi-Fi that wasnt on there before, as well as change my card on file. The customer service representative informed me that I would be charged $15 for the Wi-Fi and that it would be ready to use within the hour. I never got a chance to use the Wi-Fi because it never worked in my vehicle. 2 calls later, I spoke with a customer service representative that said she would escalate the issue since she couldnt get the ************* to work and that Id be informed of the results. I asked for a refund for the Wi-Fi that I never got to used, and was offered a free month once resolved. I just received an email saying my trial was canceled as well as Im not entitled to a refund because there was usage on the Wi-Fi. I never got to connect any of my devices and dont like to have my money stolen from me because of someone elses mistake. This whole ordeal has made my new car excitement diminish. Im a single parent that has to rely on the Wi-Fi when I work my side jobs, and havent really been able to do much because of it.

      Business Response

      Date: 07/18/2023


      July 18, 2023


      ***************************
      *******************************************************************; 60637



      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

    • Initial Complaint

      Date:06/28/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 spoken with over a dozen representatives today to get driving directions that do not take me over interstates or construction because I feel unsafe to the point that I could potentially endanger other drivers. They continued to put me on the wrong route repeatedly, sometimes sending me back toward my starting point.

      Business Response

      Date: 07/16/2023

      July 14, 2023


      *****************************
      *******************************************
      Acct#*********
      ********************# ********



      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

    • Initial Complaint

      Date:06/16/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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've owned a 2017 CHEV TRAVERSE since April 2017. Since that time, I purchased an OnStar 20GB wifi plan for a period of 12 months. Recently, I renewed my plan on May 1st and paid the full amount of $226.00 with a **** credit card. When we returned from a road trip in late May, we considered trading in our vehicle for a newer model and more appropriate and smaller vehicle. That said, we decided on a 2021 ****** VENZA Hybrid crossover. Today, June 16th 2023, I contacted OnStar to notify them of my transaction and to finalize my account. The agent located in *************** explained that no refund could be provided even though there were more than 8 gb remaining. The explanation given was if I owned another GM vehicle then I could recover and transfer my plan to another vehicle, but not on a ******* NO REFUND FORTHCOMING. If you can help me in this matter, that would be wonderful. Thanks for listening. GM

      Business Response

      Date: 06/30/2023

      June 30, 2023


      *********************
      **********************************************************************************; K4C1E1



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


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

      This letter is confirmation of the cancellation of OnStar of the 2017 Chevrolet Traverse ending in VIN **** on account number *********.   Per your request, this account has been canceled as of June 15, 2023 as the vehicle was traded.

      Per our conversation, no refund will be given as there was usage on the non-refundable data plan.

      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

    • Initial Complaint

      Date:06/15/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Chevrolet Bolt EUV 2023 VIN: ***************** ******************************* I request that OnStar add complimentary *********/Connected Access to my vehicle as per the terms and conditions of the purcahse and promises made by *************** The car was purchased in ******, **.

      Business Response

      Date: 06/23/2023

      June 23, 2023


      *******************************
      *****************************
      Toccoa, ** 30577




      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 8:00 AM and 5:00 PM


      Sincerely,


      ****
      OnStar Executive Relations Liaison

      Customer Answer

      Date: 06/23/2023

      [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 expect a resolution in writing.

      Regards,

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

    • Initial Complaint

      Date:06/07/2023

      Type:Billing Issues
      Status:
      Answered
      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 Onstar service sine 09/2013 on my ***** Camero. Due to upgrade in technology I wasn't compatible to my 2014 Camero. There was another feature called OnstarGuard which I explained I didn't want back in Nov. 2022. I just realized at the beginning of May that I've been paying $13.08 each month for the ******************* since Nov. 2022. The representative signed my up anyway. I call May 5, 2023 which they credited me $65.00 and was supposed to cancelled. I look at my CC account today and I was charged again $13.08. I spoke with a specialist at OnStar that informed me that it doesn't cancel out until the end of my billing cycle which was May 24th and that's the date I was charged. I explained to him that I need to be compensated for the interest that I have been charged on my credit card because I should not have been signed up for the program in the beginning. Now I have to wait 3-7 business day for a supervisor to call me. I not convinced that I won't be charged next month. This is the 6th month I 've been charged.

      Business Response

      Date: 06/22/2023

      June 20, 2023


      ***********************
      ***************************************************************; 60649


      Account # *********
      ******************** # ********



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

      Per our conversation, please submit supporting documentations for an additional refund consideration. All documents should be emailed to *********************************************** .

      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

    • Initial Complaint

      Date:06/03/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 my promotional Onstar but was billed after the promotional date. Moreover, Onstar, updated my credit card number automatically to a card number I did not give them permission to use. I expect to get a refund for the subscription and Onstar should be checked for data breach. ********

      Business Response

      Date: 06/15/2023

      June 15, 2023



      *********************************
      ***************br>*******, ********** 93230



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



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

      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

    • Initial Complaint

      Date:05/27/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Bad customer service and ********************** mess up

      Business Response

      Date: 06/07/2023

      June 7, 2023



      *******************
      ********************************
      *****, **  07712


      Account # *********
      ******************** # ********


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

      Thank you for taking the time to contact OnStar to address your concerns. We would like to take this opportunity to apologize for the unsatisfactory experience you had with OnStar.

      Per our conversation, the 2018 Chevrolet Malibu ending in VIN **** requires a paid plan to use the remote access features. You may login in online to www.onstar.com or call in to add or manage a plan.

      If you have any additional questions, please contact us 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: 06/07/2023

      no my other car it free and you guy mess up 

    • Initial Complaint

      Date:05/17/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Misled to believe I needed services that I actually did not need which resulted in me paying higher monthly subscription fees.

      Business Response

      Date: 06/02/2023

      June 2, 2023


      ***************************
      ******************** E
      ************, **  32224-5849


      Account #********* 
      BBB 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 8:00 AM and 5:00 PM


      Sincerely,


      ****
      OnStar Executive Relations Liaison

    • Initial Complaint

      Date:05/17/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 filed a complaint with BBB on March 31,2023 for Onstar. Onstar contacted me and I thought we had a resolution but they did not follow thru and continue to charge my credit card for services I cancelled months ago.

      Business Response

      Date: 05/19/2023

      Tell us why here...May 19, 2023

      **********************
      ************************
      *********,**  63348

      OnStar Acct#*********
      ******************** 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 and we need to verify a few details.   The number we have tried to dial is *************.


      The Executive **************** is open Monday through Friday from 8:00 AM 6:00 PM EST.  I am typically in the office between the hours of 9:00 AM 6:00 PM. I can be reached at **************. 



      Sincerely,
      Jada
      OnStar Executive Relations Liaison

      Customer Answer

      Date: 05/19/2023

      [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:]
      I have spoken with Onstar several weeks ago I was told the problem would be resolved and my money owed returned. No refund no resolution and they continue to charge my credit card. 
      Regards,

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

      Business Response

      Date: 10/16/2023

      After (2 ) No contact letters member did call back and total refund was provided.

    • Initial Complaint

      Date:04/27/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 has literally ignored my damage claim for my vehicle. I have been without my Cadillac XTS since June 27, 2022. I have tried to resolve this issue but they would never let me speak to the back office to get this issue resolve. My 2013 XTS Cadillac was damaged by the Tow truck who OnStar dispatch out for me. Unfortunately, Onstar accepted fault during the mediation claim but refused to fix the transmission. Therefore a mechanic lien was put on the vehicle. During this time, I call everyday but no response from *************************. He sat on the claim for 6 month. Finally, they gave me the Progressive number to deal with this claim. During this time the car was sold but pictures was taken during this time. Unfortunately this claim was not resolved. Today, I'm still without a vehicle due to this issue with Onstar.

      Business Response

      Date: 05/09/2023

      May 9,2023


      *************************
      **************************
      ******,** 75035



      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 today, I advised that we have re escalated your concern to our roadside team for further follow up.

      If you have any additional questions, please contact ** 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

    OnStar Corporation is NOT a BBB Accredited Business.

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