This is in regards to our emergency services that we have been paying to you for years and when we needed to use it, you could not provide it. We had to wait overnight and find other services to help us since you were advertising services that appear to be fraudulent.
On June 15, 2016 we were locked out of our vehicle approximately 70 miles from Casper, Wyoming. We called OnStar four different times that evening at which time they could not open our doors, which was advertised, nor did they provide roadside emergency service. We give specific instructions as to how to locate us. No follow up was ever done with us. As far as OnStar is concerned we could still be abandoned in the prairie by not providing any service.
We have been paying for this service for 8 years on one vehicle and four years on another to find out the service was fraudulently advertised. We called on June 17 and talked to a couple of different people, including customer service through OnStar and roadside service. At that time we discontinued our service because we had been paying for something that wasn't available to us when needed. We were told they would file a complaint, which we were told the next day was not done. We called again on June 18 and were told that someone from the complaint department would be calling us back by Wednesday, June 22, which they failed to do.
We called back on Thursday, June 23 and we found that nothing had been done still. We received a call from OnStar on June 24 where we received an apology for the terribly bad service multiple times but nothing could be done unless we wanted to have free service for a few months to reimburse us for our out of pocket expenses. What good is continuing our service if you cannot provide the service?
Just so you know, we were able to locate a locksmith the following day after spending the night out in the country. We ask to be reimbursed for the locksmith and we were told that we would be compensated and then told we would not be compensated. We feel that we should be compensated for the years of money for service in OnStar for a service that does not exist. Above all, we feel that they did not check back with us to see if we were okay. That is extremely negligent on your part. Apologies become hollow when you don't follow through or show any concern. It appears that you are not going to improve your system in any way and will continue to cheat people.
MINNESOTA -- As a 911 dispatcher, I have not had a single positive experience with OnStar. The troubles we run into are endless! What little information is relayed to us through their service less than half of it is reliable. Incorrect locations, type of call (illness, injury, crime) limited information of occupants of the vehicle and if they are injured.
My last call I took from OnStar, they would not patch me direct to the occupants to get important information first hand. Locations, nature of the accident, how many occupants and how severe the injuries are all questions that are VERY important when responding to emergencies. OnStar fails at obtaining all.
When asked if the vehicle occupant can call back on 911 or be transferred to us so we can get a good GPS reading or correct info the operator says that the caller is talking to a different operator and they don't have that information. It is a waste of time when dealing with life or death, minutes and seconds could be crucial! Maybe it's different and service is better if you have a flat tire but I strongly doubt it.
I was in a wreck where my car rolled twice and hit a tree. The air bags were deployed. I was trapped in the car and when I regained my senses I realized OnStar had not responded. I called them and they asked what they could do for me. I told them about the wreck and they wanted to know where I was as they couldn't find me. I asked how they were talking to me. All I could tell them was the hwy number and in the country.
She kept telling me they couldn't find me and after awhile I told her to forget it. Ambulance and help was there. She said if there was anything she could do for me to call her. I have had OnStar several times and the first time I needed them they failed me. I will never have OnStar again. This happened Oct 23, 2014
Last December I purchased a 2014 Chevy Silverado which by default came equipped with OnStar even though I did not want the service. At the time of purchase, I declined to provide credit card, etc. for the service. In August of this year, my wife who originally had an OnStar account for her 2011 Impala but had cancelled it after a year, had a charge from OnStar appear on her credit card. In researching the charge, we were told that the charge was for the OnStar account for the 2014 Silverado. In talking to OnStar they told us that they had send a notice in the mail that the account on my 2014 Silverado would be activated unless I declined the service.
First, I never read the information from OnStar as I did not want the service. Second, I find it very disturbing that their policy is to activate inactive accounts without customer involvement. It is bad enough that they are still keeping tabs on my location and driving habit even though I do not want the service. OnStar should change their policy.
UNKNOWN -- I was debating about cancelling Onstar since I have a hearing problem and the one time I did use it, I couldn't understand a word! I was lucky to have someone that could hear them and even they had problems. So, I was issued a new bank card with a new number and expiration date... figured - well, at least now they can't take $ out of my account since they don't have my new card info..... WHAT THE - they had that new card info!!!
I just got a new car and went online to cancel - but NOOOO - you had to call for "security reasons". It's all bullcrap! Calling was a total joke. First woman I talked to just stopped talking or hung up - so I had to call back - the 2nd one was nice enough.
MENIFEE, CALIFORNIA -- 4 yrs ago my wife and I bought a car with onstar. Being that we had never experienced that service we decided to keep it for the trial period. After the trial period we downgraded our subscription to emergency services only (all of this being done thru their web page). So after 4 years of paying for a service we NEVER used (thankfully) we traded in our car for something newer. We came to the conclusion that since over the past 4 yrs we never needed to use the onstar, that we were not going to activate it in our new car...
So here's the issue... First we tried to cancel the subscription online. No can do. You can do everything else BUT cancel online. So we call them... "Our subscription department is closed." So we say "how hard is it for you to push a "cancel" button? You have my account in front of you already so just cancel it." "I can't, that's done in subscriptions." So wife calls back the next day to cancel and again "we can't help you. It has to be the primary driver." My wife is the primary driver... So needless to say based of their customer service we will never use onstar services again
SOUTH BEND, INDIANA -- I have Onstar on my H3. I agreed to accept a promotion for phone mins. I called back to cancel, Nov of 2012, and the representative ask if I wanted to participate in some other service. I said yes, if it's free. She didn't say to call back to cancel it. I rec'd a call on Onstar to update my account mos later, end of July, 14. When I called back, long story short, I found out they had charged my card 500.00, 29.00 a month.
After a dozen calls, they refunded 2 mos. Granted, my wife didn't catch the charges. But, I didn't want the service, didn't need it, and didn't know I even had it. They claimed too bad, I agreed to it someplace. 400.00 out the window! Onstar is despicable. I recommend that people run to get away from them.
QUEENS, NY, NEW YORK -- I bought a leather couch from Macy's and bought the worry no more plan (extended protection plan). After three years the couch started peeling. I called Worry no more plan company. They send the inspector who spend not more than five minutes and said "oh it's peeling and cracking" and took some pictures. Worry no more company send me e-mail and denied my claim stating it's not peeling it's fading.
I submitted the claim 2nd time. Inspector came took pictures again and said "oh it's peeling" and warranty company denied again said it's peeling and cracking but they can't fix it. I complained to Macy's that they sold to me this warranty and Macy's did not do anything.
Macy's just collected insurance money and they don't want to fix the couch. I spend almost $3500.00 and in three years this couch is peeling and cracking and Macy's refused to fix or change. They don't want to do any thing. This Warranty is completely fraud. Just getting money from the customers and don't provide any services to customers. Macy's sucks and the Worry no more plan sucks more.
CLEVELAND, OHIO -- My last three (3) automobiles covering a period of 9 years have come equipped with OnStar. I've only used it twice. In both instances I was satisfied with the results. Neither of the times were an emergency but I was given adequate suggestions. One had to do the an airbag problem that had developed which would render the air bag useless in a crash situation. The second had to do with a fuel pump that had failed. During an emergency I surely would like to think that there would be some level of cooperation between OnStar operators and the 911 folks. I have my fingers crossed that I never have to find out.
My husband has been on the phone for 40 minutes with Onstar roadside assistance trying to get through to someone about getting our van unlocked. The key or the satellite would not unlock the van. My husband has talked to several different people repeating the same information over and over. Then, they still got the address wrong of where our van was located. Ugh! What poor customer service and very frustrating! You pay for this service for 6 years without incident and then have such aggravation speaking with a company that is supposed to be helpful. I hope I don't have to deal with them again. Seriously considering cancelling the service!