OnStar
reviews and complaints

On star modules lost their factory settings whereby the cancel road turn by turn directions failed to cancel out. Needed to contact On Star via blue button. Spoke with tech support - still could not correct the issue. Needed as directed by On Star to bring the vehicle to Zeigler Buick/Cadillac dealership for repair.
Tech needed to re-program the On Star modules at the cost of $ 172. out of pocket. Therefore we are seeking reimbursement. On Star re-contacted again today who in turn refused to establish my complaint with a customer complaint control number. ?

Worst Customer Service EVER experienced. On November 30, 2020 I called Onstar with a problem. Their answer was I needed to wait 3-5 days for someone to get back to me. NO one ever did and I called the several more times. I brought the car into the dealership and they could not fix it as it was a Onstar issue and even the dealership could not get help with onstar. Since then I have called everyday and still no one is capable of fixing the problem, it is over their level. It is now December 14 (15 days ago) and still NO callback. This is Ludacris! and unacceptable! To put it into perspective I own as service company and have more that $500K in Chevy Vehicles and have purchased 4 new Chevy Trucks this year. I will now start purchasing Ford Vehicle

I had free trial of Onstar services. After the trial I called to cancel and the lady kept on and said she would let me have it for 60 more days so I said ok but I don't want to forget to cancel it. She said she would enter my email and assured that they would send a email prior to charging my card. That did not happen so I called once I noticed the charge and they told me they would return the money and it would not happen again. This month I get charged for half the cost of a membership. I call and they say it was for 7 days and understand so they would put in for it to be rejected once it hits the bank. So 3 days later it still is on my account so once again I call and today the lady wouldn't stop talking long enough for me to explain what I was told on Monday she said explained she understood but they will not refund my money like the other Onstar person told me on Monday! It's ridiculous and would never want to have an Onstar service again!

Dec 14, 2019.I have waited 3 1/2hrs to get my car towed 5mins from where I stay. They made me miss my ride to pick up my battery and was not willing to assist me in getting it. The battery was only 5mins from the dealership. NarTowing was suppose to pick me up at 1st and didn't call when they were running behind. OnStar then switched me to Superior 2hrs later bcus of the wait. I explain I missed my ride to pick up my battery n Trisha said they would not pay the additional $8 to pick it up, even though it was their fault. Superior said they had no problem taking me n OnStar would need to approve the additional mileage or I would have to pay. Well, I wind up paying it. OnStar has not held up to the service they use to provide n I am cancelling my service. O, they also cldnt help Wed Dec. 11th when I was in my car due to my battery. The lady cldnt even tell me where my pocket transmitter to use my phobe key. Terrible service.

I received two notices that my on star subscription had been updated and that a payment method indicating a credit card number to be charges. First, I do not have an on star subscription on either vehicle and second the credit card listed is not my card.
I called on star and spoke with Ann and gave her my information and I was disconnected. I called back and spoke with Pat who was argumentative and kept stating that she was there to help.
I believe that this is a sales tactic to get unsuspecting customers to authorize continued on star service. If I receive any more of these notices, I will file a complaint with the consumer division of the State Attorney General's Office.

On the morning of Monday 30th I called for roadside assistance at 911 e11th st in Michigan City, In. They put my spar on and didn't put it on correct which caused an accident. On the afternoon of the October 2nd I was driving the car on 80/94 and the car started shaking and then I heard a loud boom and began to slide down the expressway with my daughter and I in the car. For my to be driving only 15minutes and the tire falls off that is dangerous, deadly, disgusting of the person who didn't not secure the tire on correctly. There is no way this should've happened and for them to have the audacity to offer me $500 deductible as if I'm some desperate or in need to I can go away. Is absolutely disgusting of them! I'm writing this because someone needs to except responsibility for what had happened. Also soft you to reconsider having contacting this company for services and to end your relationship with them. They put my daughter and I in harms way and they aren't taking responsibility for that was done. They shouldn't be a representation of this company to put your client is danger I this matter and not only take responsibility but accusing me of driving the car. As I explained to them there is no way that I or anyone shouldn't be able to drive on a spare more than 15minutes. They means if I was in another city or thirty minutes away from home I wouldn't be able to make it home without the tire coming off. That doesn't make any sense and is disrespectful for them to even to make a foolish statement as this. I ask that you not put your customers in danger with this company and I will go after every one involved. My daughter and I could've lost our lives or had a serious injury! To offer $500 is a complete disgrace to me. I ask that they pay the cost of my car which is totaled. I have all emails and corespondent between them. I will include the pictures of my damages. Thank-you. Make this correct! Company

OnStar CASE # [protected]

I have been trying to resolve the loss of my WIFI connection on on 2019 Bolt since September 3rd, 2019.

My first call to on September 3rd, the OnStar - Technical Rep reset the system which did not solve the problem. I was asked to wait three days for another call.

My second call on September 6th, I was informed that I had to wait a full 3 days, by a very rude operator, before anyone would call me back.

My third call on September 7th, I was referred to the Technical Rep and again another attempt was made to reset the system. I was told to wait for phone call from a senior rep with a possible solution.

I am paying for 5 GB of data - $35 per month which renews on September 16th. I need to have a solution found prior to that date or I will be cancelling that service.

My brand new Chevy suburban premier edition was supposed to come with a 12 month data pass. Instead of receiving the data pass, I had to wait weeks, talk to multiple different customer service representatives, who all in turn said they could not give me what ONSTAR offered. Onstar offers a 12 month data pass for 250 dollars, which would seem pretty easy to apply to a customer's account, who can PROVE the offer.

If Onstar can not honor my package details, then why advertise the option on a premier plus package (on the sticker) ?!? Someone needs to take notice and fix this problem, so other customers do not have to deal with the run around. MAKE THIS RIGHT. Fix the issues and quit giving the customers the run around. If there was competition, I would already be gone. Bye Felicia!

I have been an Onstar customer since 2011 and have truly appreciated the services offered. In fact when my husband bought is 2018 Chevy Silverado a year and half ago I insisted he get it. At that time we had it on his truck and on my car. We were running two separate accounts at that time. I sold my car so I stopped my Onstar a few months back. Finally bought my new car, a Chevy Cruze, and went to set up my free trial on the new car. They took all of my info and said I was set. Next thing we know they cancelled my husband's service. Never mentioned his truck when I set up mine. Never had any intention of cancelling his service. We have been trying to get this fixed for over a week. They set up and cancelled his service three times and my service still isn't set up. This is ridiculous!

I was contacted in Feb. 2018 about renewal even though my subscription was not due for renewal. I renewed from June 7, 2018 through June 6, 2019 at a promotional price and received an email from OnStar confirming the order, the amount and the effective dates on Feb. 26, 2018.

Recently, in November 2018, I received notice that my subscription will expire Dec. 6, 2018. I called and spoke to Noel (customer service), Anne (billing), and April (billing supervisor) at OnStar explaining the confirmation email I received and offered to share it with them. They have no proof at their end but stated that it was probably a third party error in the email and they would not honor it past Dec. 6, 2018. I requested a refund or for OnStar to honor their contract to June 6, 2019. They declined.

Email:

Order Confirmation
Thank you for choosing OnStar®1. Enclosed is a summary of your recent account changes.

ORDER DATE:
02/26/2018

ORDER:
#[protected]

Your payment method ending in 9857 will be applied to the following:

ORDER TOTAL:
$59.97

PLAN:
Protection

PLAN DETAILS:
Protection, Member Prepaid

EFFECTIVE:
06/07/2018 — 06/06/2019

It's sad that GM doesn't include their services with the vehicle when you buy it. 2 vehicles (the vehicles are great) - both with unlimited data wifi (@$20/mo/vehicle-no discount) - this is just... ok, but if you want to use the app to start/unlock it's an extra $15/mo/vehicle! That's $70/mo for features the cars come with! No wonder Toyota is taking over. These additional fees with no multi-car family discount are extremely excessive! These features should be included for at least the first few years of ownership. It's like selling extended warranties that cover ‘everything' - except when you read the fine print it actually covers nothing. OnStar is a scam with only emergency benefits - when it works.

Needed my car unlocked so I tried to use my app and it kept timing out. I then called OnStar to get them to unlock it. They advised me I was not an authorized user on the account my husband and I have had since 2009 (I have used the service before with no issue). After telling me I wasn't an authorized user told me they could call roadside assistance for me. How is that possible I ask if I am not an authorized user. My husband calls to add me on account and ask them to unlock my car and guess what they can't. OnStar is having some issue with the signal. I have now been in the parking lot for 30 minutes on this lovely 34 degree evening. I am told they will call my cell back in 10 minutes to ensure my car is unlocked. 20 more minutes go by and no call so I call back. They try to unlock again and nothing. They will gladly send me roadside assistance with an ETA of 70 minutes oh and they need my current mileage?!?!? Ultimately I had someone grab my keys from my house and drive them to me. For a service that you pay for and this being the sole purpose of the operation I find this to be extremely unacceptable! I don't think the product is worth the monthly payment. Save your money and give a key to a friend.

I bought a new car and was given On Star for six months free. This included the ability to get turn by turn directions. during the 6 months I think I used it twice. After the six months were up I called the service to ask for directions (I wasn't sure if my six months were up) They told me that my free subscription had expired and did I want to sign up. I told them no. Did not receive any directions and never called again. Tthey then proceeded to withdraw funds from my bank account for the service. I asked for a full refund for the service which I'd never authorized. They refused... do not use this service or buy a GM car would be my recommendation.

M. Patchen [protected]

I have been trying for a week to activate my onstar and have wasted at least 2 hours a day with no luck. after finally speaking with an advisor, I was told they are experiencing some system upgrade problems and are having trouble. I was told to call back in 24 hours. This was the same situation every day for a week. Now when you try to call, a recording comes on and says they are not even accepting calls due to technical problems. How can you depend on a service like onstar to save you or you loved ones lives in an emergency if they don't even answer the phone? This is totally unacceptable and this company should not be in business taking people's money for little or no service.

My husband cancelled his account through OnStar because he didn’t want the service. He cancelled the OnStar account on April 4th. Well, instead of canceling his account, they billed me for it instead. Today they took out 75.21 from my checking account without warning. Now, because of this I have a hot check out! When I called, they aplogized and stated that it was going to take five to seven business days to return the money! Why do I have to wait for their mistake? Not to mention, I never had a joint OnStar account with my husband! It was always seperate!

We have had our onstar road service since we bought the car in 2005 and now it is 2011. We have never used our road service until the weekend of memorial weekend when our car had died out at 1:15 in the morning. Our car had died out on Hwy 4 which their is no cars that come by and the place was pitch dark. I have my 3 kids in the car with 5 adult and we had called onstar road service to have them get a towing for us. First thing On Star road service coudn’t locate where we were at and the second thing is the towing will be here within 1 hr and 1/2 to 2 hr.

Mine me that I have my 3 kids in the car out in the dark and we where scared. We had also got disconnected with them and On Star didn’t call us back until 1 hour later. So we had to call the police to have them be out here with us and have them call the tow truck for us to tow our car. It was a long night and it was such a disspointment about onstar road service. This is just a ripe off of there advertisment. “Didn’t anyone see their commerial about a lady who car died and she had a baby with her and they were their right away” well in my case they were a disspointment to me.

Any the sad thing is they can’t even locate us. We had to used our internet on our phone to let them know where we are close to. On Star road service sucks…

Onstar sent me a letter letting me know they are dumping all Onstar customers with analog devices.

The solution is for me to buy a new 2006 or 2007 GM vehicle and sell my current car, value of which has fallen as a result of this announcement. Onstar knew that this transition will take place in the near future but they didn't think it through and are not willing to make this transition for us more convinient.

I've been with GM vehicles for 20 years. I was a loyal customer and they just lost me. When I contacted them about this issue Onstar and GM offered me $500.00 off a purchase of a new 2007 vehicle. Why would I buy another GM product after being treated this way? This is unacceptable.

On-star is a complete rip-off...

Wife's new escalade was stolen this morning. Within one hour after discovering it stolen, the very first call was to on-star to activate the vehicle locator to assist law enforcement. It has now been ten hours since the vehicle was stolen when on-star was notified - and they reportedly have not been able to even communicate with their own equipment which they installed in the vehicle, let alone actually locate it.

We've got four vehicle all equipped with on-star.

I'm cancelling all of our service as soon as I possible can.

They certainly do not and can not deliver their services as advertised.

Don't be fooled as we were - use lojack instead.!

as an hearing impaired customer of new gm car purchased sept 22nd to this date i am very angry with the way onstar-tty treatment has not response on how to get tty-onstar system device upgraded on my 2009 CTS as they failed to fax the information to the dealership and dealership staff member went out of their way getting information required and were told it not available on the cts but only on more expensive model and suv despite saying it is available on 2007 and newer gm except saturn, pontiac model etc and say there is confusion on the dealer part and asked for my 17 vin# which sent on nov.4th and yet no reply back at all and the dealer also sent warning note to onstar tty dept so far nothing. very disappointed with the way the tty staff handle of this matter in denial that they did anything wrong here. It is within my rights to have the tty device and special onstar device with dialing pad to be able to communicate on what type of emergency i may need help with according to the ADA Law!