OnStar Customer Service Issues

I had a poor experience with emergency services on June 7, [redacted], around 10:30 am. I called in due to heart issues while Kenneth Angell was driving my [redacted] Buick Encore. Time is crucial in such situations, and the focus should be on getting the ambulance promptly. Instead of asking too many questions, they should prioritize dispatching the ambulance. I was dissatisfied with the on-star emergency response agent's handling of the situation. After my wife contacted [redacted] directly, they acted faster than on-star. It was disturbing that [redacted] received the message from on-star only after dispatching the ambulance. I am considering ending my on-star subscription as a result of this incident and will advise others to call [redacted] first in emergencies like this one.

I am inquiring about the software retrofit for [redacted] vehicles to enable RemoteLink usage. My mother owns an '08 Yukon XL with an active OnStar subscription. Today, there was a malfunction where the guidance would not disable after being misled by the operator's programming. It kept displaying a 'now rerouting' message while driving, persisting even after turning it off and restarting the vehicle. OnStar operators mentioned limitations due to the age of the vehicle, suggesting a different outcome if it were a [redacted] model. I am wondering if there are any downloadable updates or hardware replacements available to address this issue.

Dear OnStar, I am reaching out to express my disappointment with the service provided by OnStar. In June, I contacted your team to inform them of my wife's passing and requested to transfer the account to my name as I am the co-owner of the vehicle. I was instructed to create a new account, which I promptly did. However, since then, I have not received any vehicle diagnostics or status reports regarding my account. The ownership of the vehicle has not changed, as it was jointly owned by my late wife and me. I would greatly appreciate it if OnStar could provide me with an update on the status of my account, as I believe the service has not been up to par since the account transition. Thank you for your prompt attention to this matter. Sincerely, John W. Makara

I am Regina P., the owner of a [redacted] Chevy Impala. This evening, my car refused to start, and the dashboard indicated a battery issue. After a brief 45-minute break at home, I returned to find my car still not starting. Interestingly, I observed the theft control light on my dashboard blinking continuously, even after several attempts to start and stop the car. The light usually blinks a few times and then turns off, but this time it persisted for over 30 minutes. Concerned about the impact this may have on my battery, I also wondered if someone could be tracking my car without my knowledge. Despite not being a customer, I have previously used OnStar for assistance. The continuous blinking of the theft light has left me feeling uneasy until I manually locked the doors from inside.

I did not receive monthly reports for three months on the $35 plan. Although two reports are available online, they lack oil life and mileage details. After contacting a representative, email reporting resumed without any billing adjustment. In a recent online chat with Jessica, the wait time and hold music were bothersome. As someone with health issues, I found this stressful. I requested the cheapest plan with mileage reporting for insurance, but later found out I was not on the budget plan as promised. Phone support has been unhelpful and frustrating. I received political surveys while driving and missed important Onstar calls. When I tried to get an oil change, I faced a strike at the dealership. Overall, the service has been disappointing, with charges for unfulfilled services and incorrect billing. The issues with Onstar have caused unnecessary expenses and frustration. I expect a prompt and appropriate resolution to these ongoing problems. -Rick V. [redacted] Chevy Sonic Hatchback

I contacted OnStar regarding an account issue as I was billed on the same date for Roadside services and AT&T internet. The representative mentioned they couldn't adjust the billing dates due to service start dates. I inquired about canceling one service to synchronize the payments. When I requested to speak to a manager, I was told none were available, and the cancellation department was closed, leaving me feeling helpless. The representative seemed frustrated and even spoke in another language about the call. As a loyal OnStar customer, I expected better treatment. Having worked in Customer Service myself, I found this interaction disrespectful. I am looking for compensation in the form of a service plan that aligns with my preferred payment date. Thank you for addressing this issue. Best, Sade T.

I recently purchased a new phone and activated it with Simple Mobile as my carrier. However, I noticed that my caller ID displays "OnStar Operations" instead of my phone number and name. This is causing people not to answer my calls. I've never used OnStar services, and even after trying to turn off the caller ID, it still shows the same information. Simple Mobile couldn't help me, and I'm concerned about why this is happening. I'm worried if it's running background programs or if someone is spying on me. I've been experiencing suspicious activities, and my bank even placed a hold on my accounts. Please advise me on what to do next. Thank you for your assistance.

Today is November 21, [redacted], and I am struggling with accessing my car in the rain, feeling unwell as I wait to get to urgent care. I have been waiting for assistance for 42 minutes, dealing with repetitive questions and unsuccessful remote door unlocking attempts by the service I pay for. I am frustrated with the recent incorrect locations provided by the service, causing significant delays in my day. As someone with MS and hearing and vision impairments, I rely on On Star for essential transportation needs. The lack of timely assistance and accurate directions has greatly disappointed me. I urge the company to improve their service quality as it has declined significantly. I am still waiting for roadside assistance after 15 minutes. I request some complimentary months of service to address these ongoing issues. If not resolved, I may need to voice my concerns on social media and with the Better Business Bureau. Sincerely, Taylor N. Phone: [redacted] Email: [redacted]

I am Charles Porterfield from MoVe Technologies, a ride-sharing company. We are interested in collaborating with OnStar to enhance consumer safety. Our goal is to expand possibilities in the industry for both our customers and operators. We are eager to discuss potential opportunities with OnStar. Thank you for your consideration. Sincerely, Charles D. Porterfield, CEO.

Hello, I'm seeking guidance regarding the upcoming discontinuation of Verizon 3G for OnStar Modules. I currently have a [redacted] Equinox with a [redacted] Impala module for app features. In preparation for the Verizon 3G phase-out, I am interested in acquiring a new 4G upgrade kit with a GPS splitter. My vehicle is also equipped with a factory NAV MyLink radio from a [redacted] Traverse. The [redacted] Impala module with integrated GPS antenna leads me to believe that my vehicle is upgradable. I am turning to OnStar first to explore upgrade options, as I have had a positive five-year history as a loyal customer. Kindly advise on how I can proceed with obtaining the necessary upgrade kit. Thank you for your assistance.

I recently received an email stating my trial period has ended after one month. Originally, I was promised three months for free if I provided my credit card details. Now, I want to ensure my credit card information is removed from your records as I have decided not to purchase your services. I am disappointed with this situation. Please have the manager contact me at [redacted] promptly to address my complaint. I prefer communication over the phone rather than email. Kindly reach out to me on my cell phone to resolve this matter within the next day. Thank you, Dena.

Good evening, I am reaching out regarding the service I have been receiving from your company. I have been paying for a service to monitor my vehicle's location and maintenance schedules. However, upon logging into the system, I noticed that it is showing my car in West Palm Beach, USA, which is where my other residence is, while my car is actually in Mexico. I believed the system operated through satellite reception, not cellular links. Furthermore, my data has been disappearing from my account without explanation. I contacted support today, and they temporarily fixed the issue, but it has since become inactive again. Their suggestion to manually check on my car is not satisfactory, as I expected the system to function automatically. I intend to escalate this matter to the USA headquarters and consumer report if not resolved within 24 hours. Thank you.

On 11/21/20, I contacted an OnStar representative for Turn by Turn Navigation to leave NYC using the same route I used to enter. Unfortunately, the directions led me to the NJ Turnpike heading South instead of my desired route. Frustrated, I contacted the representative again after pulling over at a service stop. Despite my initial setback, a kind lady in the parking lot helped me navigate back home. Unsatisfied with the navigation service, I seek to visually preview my route before driving with OnStar. The "My Buick" app only allows destination input. Feeling uncertain about the representative's capabilities, I aim to increase my confidence in the navigation system before my upcoming trip.

I wanted to take a moment to share a positive experience I had with Paul from your Loyalties Department. Recently, my husband and I, both on disability, have been struggling with increased bills, including our house payment and Onstar fees. Upon contacting the Loyalty Department and speaking with Paul, I was impressed by his genuine care and willingness to assist me. Paul not only listened to my concerns but also helped me with my bill in a way that made a significant difference to us. His kindness and assistance stood out to me, especially in a time when every dollar counts. I believe Paul's exceptional customer service should be commended, and I wanted to express my gratitude for his empathy and support during our interaction. Please convey my heartfelt thanks to Paul once again for making me feel truly cared for. Thank you, Leola Rutledge.

I am the owner of a [redacted] Buick Lucerne CXL with OnStar. Recently, I allowed my niece to use the car for her baby's appointments, but her boyfriend took over without a license. I urgently need the car back as it is in my name for insurance and being a single mother, new homeowner, and business owner, I can't afford any problems due to their carelessness. Despite my requests, the car has been hidden since July 28, [redacted], and I've been unable to locate it despite contacting multiple tow services. Due to family dynamics and safety concerns, involving law enforcement is not an option. I've learned that even with canceled services, OnStar can still monitor speed and track the GPS location of vehicles. I am requesting OnStar's assistance in locating my car using these services. Any help in locating the vehicle, even an approximate vicinity, would be greatly appreciated. Thank you for your support. -Carla Cooper

I used a free trial that I believe ended a few months ago. Today, I intended to update my subscription by making a one-time payment of $25. However, I was charged $79 without my authorization because I was enrolled in a three-month package. When I signed up for the trial, I specifically asked the representative three times if I would be charged again, and each time she assured me I would not. Now, I need the $79 refunded urgently as it was all the money I had planned for something else today. I did not approve this payment or sign any agreement for it. I need the refund promptly so I can attend my son's football game, which is a two-hour drive away, and I currently do not have the necessary funds. I am requesting a full refund and canceling my OnStar service. I will search for a more affordable alternative service provider.

We have been loyal subscribers of OnStar for a long time, mainly utilizing the service for travel directions. The recent system upgrade has left us completely dissatisfied due to the lack of live assistance from a human representative. During a recent trip to AC and PA, on our way back to the hotel from Longwood Gardens late at night, we faced a distressing situation as OnStar could not hear us despite several attempts to contact them. We were stranded in an unfamiliar area, unable to get back to our hotel without guidance. After multiple unsuccessful attempts to reach OnStar, we had to resort to calling [redacted] for assistance. Eventually, a kind person helped us with directions using their personal phone, enabling us to find our way back. The next morning, mysteriously the OnStar system functioned properly. Despite this, our journey took a turn for the worse when following OnStar's directions led us to the wrong bridge with an unexpected toll cost. These incidents have left us frustrated and questioning the value of the service, especially since we heavily rely on accurate turn-by-turn directions during our travels.

I am having issues with my account on my [redacted] Colorado. The email on my truck's account is different from my online account. When I input my password, it shows as incorrect. I already changed my password with On Star support, but my apps are not functioning and showing error code [redacted]. I want to know how I can update the email on the truck to match my online account. Do I need to reset the truck to factory settings to resolve this?

Hello, I need to cancel my subscription with Star Services. A payment was processed today which I would like to have refunded promptly. There have been unsuccessful payment attempts for the last few months due to insufficient funds. I am experiencing financial hardship because of the pandemic and cannot afford the service currently. Additionally, I am dealing with a family medical emergency.

I have sent a screenshot of the payments made to OnStar for services I believe were not utilized for a whole year. When I bought my vehicle, I opted to include OnStar and was instructed to download the My Chevrolet App. I thought I had fully activated and was using all its services, but after my sister mentioned the benefits of the app, I realized it wasn't fully set up. Today, I contacted OnStar and My Chevrolet to fully activate my account on the app. I inquired about a refund for the year I didn't use these services and was informed I would receive a credit. However, subsequent calls did not provide clarity on the refund process or explanation for an additional Guardian plan. I was advised to send copies of my payments to investigate the issue further. I aim to understand how the refund will be processed, have the extra account removed, and possibly obtain a credit for the plans I have been paying for. I look forward to enjoying the benefits of the service and ensuring my vehicle's security.