OnStar

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1.1 out of 5, based on 17 ratings and
23 reviews & complaints.

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OnStar Doesn't Know What Vehicles They Will Support
Posted by on
Rating: 1/51
NATIONAL, NEW YORK -- I just got off the phone (hung up on) the most unpleasant customer service representative, Orlando. I am looking to buy a 2003 Subaru Outback Legacy that is ALREADY equipped with Onstar in the dash. I need to know if it will work and be supported by Onstar if I purchase the vehicle. I was also going to ask if the three buttons function the same as the newer model Onstar, since they are different looking and there is no support for 2003 models on your website. Unfortunately, I never got to ask that, since he kept interrupting me and telling me to push the button. He repeatedly tried to tell me that Onstar supports an Onstar mirror that I can buy for the vehicle. I don't want to buy a second Onstar system. I want to know if the system that is already there will work. He kept repeating to push the button and if I got a live representative, the system was working. The car is not in my driveway-I am looking at it to purchase. I told him that when I was in the vehicle, I did push the button, but I got a recording of a commercial for Onstar services.

Finally, he says that I should have pushed it twice. And that he cannot tell me anything about if you support that age system or if it might work or be able to be renewed. He kept telling me to go back to the car lot and make them get the car and start it and push the button twice and see if someone answers. I do not believe that nobody at Onstar knows whether or not you support systems that were installed in 2003 Subarus. I asked for technical support and he would not transfer me. Even if I DID but that car, I wouldn't activate that system now.
     
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trmn8r on 08/05/2013:
It sounds like Onstar does not keep track of the details necessary to tell whether it is supported on an older car. If that is true, what the CSR told you to check sounds like it could make sense.
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On-Star Is Horrible. Buyer Beware!
Posted by on
Rating: 1/51
I wanted to stop my subscription because I was laid off as a federal contractor. The customer service representative told me that because of my situation I could get 3 free months of On-Star. When I told him that I usually just use it during the spring and summer months he said I could just put it on hold and I wouldn't get billed until May since I was caught up and didn't owe any money. Imagine my surprise when two weeks later my checking account got debited out for another month's service.

I tried calling the number at my work desk to complain and was on hold for at least 15 minutes when all of a sudden I get a dial tone. I called the number again only for the same thing to happen. I had to go TO MY CAR to get an On-Star representative. The customer service representative told me he saw what the problem was but I needed to give him my bank account and routing number for them to put the money back in my checking account. I find it interesting that they were able to take it out without my account numbers but NOW they need it to put it back in? RIDICULOUS! Obviously I didn't have my check book with me so I waited to get home.

The customer service representative directed me to the billing department who promptly was going to explain to me how I was not going to get my money back. I told her I better get my money back or I would call every day and raise hell. She told me she would put the money back and needed my account information which I gave her. I had to jump through hoops to get money back that never should have been taken out of my account to begin with. I will never deal with On-Star again and if anyone ever reads this I highly recommend that you run as far away from this company as possible.

Oh, one other point. There were times when I used my On-Star to get directions and the lines were too tied up to help me. They suck all the way around. Beware!
     
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chris on 07/14/2014:
I went though the same criminality with them. I was talked into getting a subscription with them to figure out a problem with my truck only to have him tell me that he couldn't help me with that. I good him to cancel the subsription and I thought it was over. Come to find out they r still charging me. The supervisor told me that they can't open and close an account in the same phone call. And he was only authorized to refund 2 months. So they basically stole 4 months of payments. Oh and this was after I was hung up on also.
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Horrible Customer Service for Inferior Product
Posted by on
Rating: 1/51
DETROIT, MICHIGAN -- Worst company ever and I don't recommend them at all. I had their service for 2 years. Much of the time, when you press the OnStar button in your car, you get a busy signal--you wait, wait and wait. They upgrade your service without your knowledge and you don't realize it until you receive your credit card statement. On the other end of the spectrum, they've cancelled my service, again without my knowledge and left me stranded in the middle of nowhere without the ability to get directions. Getting these types of issues straightened out is a nightmare and they actually make matters worse when you call them! Everything that this overpriced service does can be done with your Smartphone or with a GPS. I purchased a GPS with voice commands that works 10x better than OnStar and it only cost me $129 compared to a high priced $33+ a month.
Resolution Update 08/15/2013:
It was resolved, in my favor because I disputed the charge on my credit card. OnStar was found to be in the wrong!
     
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LADY on 09/12/2013:
I'm not sure how you were "upgraded" without your knowledge, they only have 2 plans, and someone has to request to make a switch. They have an entire team dedicated to resolving customer concerns. All you had to do if you don't agree with continuous coverage charges is call in and talk to someone. Lastly, I'm glad that your smartphone and/or GPS have the ability to contact emergency services if you are involved in a serious crash when your airbags deploy and are unable to call for help. They must also provide roadside services! I didn't know GPS OR smartphones could do this. Please let me know where to get one.
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OnStar Broken Promises
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Rating: 1/51
WARREN, MICHIGAN -- I purchased a new car on 4/17/12, and OnStar was unable to activate the system. After several calls, I was told that my complementary 3 mos subscription would be extended by 3 mos. After several more attempts & failures to activiate OnStar, I was given another 3 mos (total 9 now). I was continuiously told that Level 1 support would call me, but never did. Finally, on 7/19 (after over 3 mos) I received a call from OnStar stating that they were still working on my issue. Meanwhile, I now start getting phone calls & letters advising me that my subscription is about to expire. IT DOESN'T EVEN WORK YET! Finally today (9/4/12), I receive a letter from OnStar advising me that the issue has been resolved, and OnStar now works.

I called OnStar expecting to get 9 mos of complimentary service, and they tell me they have no record of the extensions I was promised. I spoke to a Supervisor (Chris) who advised me there was nothing he could do. Nothing he could do after it took them 4 1/2 mos to get it working. I have no further use for OnStar.
     
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jonthethird on 09/05/2012:
what does OnStar offer that a good smart phone doesn't? Open the doors if you lock yourself out?
PattyKAZ on 11/10/2012:
Thanks for your comment. I'm not going to get Onstar once my free period runs out in December if they don't honor their promises to previous customers.
Kevin on 08/19/2014:
Same thing here... My wife pays the credit card and reviews the statements ... I just found out OnStar has been charging my CC 31.94 a month for the last 21 months without my consent... 6 month trial my ass... Never again. Terrible business practice... No statements... No notice... Nothing...
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Nightmare Not worth the Trouble
Posted by on
Rating: 1/51
I would never use this company again. 2 months ago I purchased a vehicle that is not On Star capable. I called to discontinue the service and was told that my credit card and Bank info would be permanently removed from their system, well guess what? The very next month I was billed again but when I called this time I had to "squint" to understand the person that was on the phone. I asked where my call ended up and I was told the Philippines. That upset me a lot as I do not like giving my money to companies that outsource. Sorry I am American and spend my money on American products. Anyway, they sent me a check in the mail and the almost non English speaking CSR apologized over and over again and I thought that I would never have to hear from On Star again right? Wrong!!! While checking my Bank account online today one month later I saw that On Star had charged me again. I called and of course got the non English speaking CSR again who apologized over and over and then had to transfer me to a Female CSR who I understood as little as the first person. She tried to tell me that I had been charged a prorated fee for August 1 through August 9th. After numerous attempts of trying to make the CSR understand that I cancelled my service in June almost two months ago I asked if I could be transferred to someone in America. I was put on hold for about 5 mins. and got someone I could understand but was very condescending and almost rude. She did however promise to send me a check for the money that was taken from my account and promised me for the third time that On Star would not charge my account again. Well let's see what happens next month>
     
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KevinTX on 08/10/2012:
Well written review, we appreciate the heads up! I don't have this trouble with my Ford SYNC :)
Bill on 08/11/2012:
That one of the reasons I never ever have anything direct debited to my checking account. It's very difficult to get them to stop billing you even after you cancel. If you have to have direct bill do it to a credit card. That way you can contact the credit card company and have them stop it.
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Onstar Promises Not to Keep Credit Card on File, but Illegally Charge After Cancellation.
Posted by on
Rating: 1/51
Onstar would be in jail for theft if they were an smaller organization. While at my dealer, after purchasing a new GMC, the salesman said he was required to call OnStar. During the call, they said they wanted to know if I needed additional minutes for the telephone feature. It seemed reasonable so I said yes. They then asked for a credit card number. I told them that I was unwilling to give them my cc number because I did not want to extend their service past the free trial and was afraid that once they had my cc number, they would do this(I had the same bad experience with Dish Network.)The representative said that they absolutely would not do this or keep the card on file, and the salesman witnessed this. Three months later, I called ONSTAR to make sure the service was cancelled, and told them I do not intend to ever use this service again, and do not want to even have the capability of "pinging" my vehicle for consumer research, etcetera. They said the service was officially over. After 3 months, when checking my debit card balance, I noticed they were still charging me almost $30 a month for something I never wanted and cancelled. But they obviously kept my cc number on file and illegally charged more than $100 to me. Yes they are crooks and dishonest slime, and I believe they still can listen to conversations, turn off your ignition and keep record of how fast you drive and where you go and how often, so they can sell the info, even after you discontinue the service. I wish I could tear this junk out of my car!
     
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tnchuck100 on 05/25/2012:
This is another pitfall with subscription services. Once they have a source of revenue from you they will NEVER relinquish it. They will use it at will whenever they feel justified in collecting money. You can bet the service agreement specifies you agreed they could do this. Anything the OnStar representative (or your salesman) tells you verbally doesn't count for squat.

Your ONLY guaranteed way to absolutely stop their pilfering is to cancel that card.
Don on 11/22/2013:
Same experience. Dealer's/salespersons are pressured to make sure the new car buyer contact OnStar within a certain time period. I just discovered OnStar has charged me for the past five months for a service I did not request or need. Really sad since I have traded four straight years for a new Silverado and may change to a Ford or Dodge to get away from the OnStar BS.
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Good thing I look at my bank statements...
Posted on
I received a free 3 month trial of Onstar with my used car purchase. I went ahead and activated it, then cancelled it shortly before the free trial was up because I really didn't think I needed it. A few weeks later I got my bank statement and saw a $16.38 charge made by Onstar on 12/9. My free trial wasn't until 12/20, and I had cancelled it on 12/19. The explanation the billing department gave me was that this was billing forward from 12/21 through some date in January. NOT cool. Of course they are going to remove the charge, but I have to wait 7-10 business days for a refund check. Thank goodness I noticed, and thank goodnes I called. Who knows how many people either don't notice or just let it slide, thinking it must be their mistake? I'm also thankful I don't live paycheck-to-paycheck anymore, or Onstar would have REALLY heard me.....
I DO NOT trust them!
     
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trmn8r on 01/09/2012:
You called them, and they agreed there was an error that they are going to correct. It is impossible to know if this routine. Personally, I watch my accounts carefully too - everyone should, since mistakes (and worse) happen.
Kristi on 05/04/2012:
This exact same happened to me. I cancelled my service in March 2012 way before the trial period over and they charged my account. They told me it would take at least 30 days to get a refund and that since there was an error in their system they couldn't actually term my service until Sept 2012! Then they keep you the phone forever and transfer you from department to department and there doesn't seemt to be anywone that knows how to correct the problems. They just want to use the computer system as an excuse. I will never use OnStar again. They also had the nerve to ask for my checking account number and routing number to make the refund.
Kristi on 05/22/2012:
They charged my account again! After promising to close the account and issue a refund, I found another charge to my account on 5/20/12 after speaking with them back in April. They then told me yesterday they deleted the credit card and sent me an email saying this so I would know it had been done. I called today just to make sure and believe it or not--the credit card had NOT been deleted according to customer service. However, they did say they could expedite the refund so that I received it in 25 days instead of 30 days if acceptable to me. Definitely not acceptable. I am still not sure if they have truly removed my credit card and closed this account. Buyer beware with OnStar, if you cancel your account you still need to watch your bank statements as they will charge you even after they tell you they will not!
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Unbelievable!!
Posted by on
I purchased a certified used 2007 Chevy Tahoe on December 23rd. One of the great features, so I thought, was the OnStar feature. Today is January 10th and I have yet to take advantage of a single feature of OnStar. I spent a good 2 hours and many calls to OnStar, from both the system and my cell phone, but have yet to have working service. A week after activating my service I was notified by OnStar that I need to contact their Tech Support in order to do an upgrade on my vehicle. After several tries and many minutes of listening to the beep while trying to connect to OnStar, I finally manage to get Tech Support and am informed that my system has been upgraded but I need to call back from the vehicle and have them verify my location. Even after the upgrade, this was a failure. I was told 3 more times to disconnect and call back again.

Finally another tech decides they need to do another check on my system. While I am put on hold, and the check is performed, various lights start flashing in my dashboard and I start hearing strange noises. Suddenly my vehicle loses all power and goes completely dead. The tech then comes back on the line to tell me she has fixed my issue. When I tell her what has happened, she instructs me to get someone to give me a jump and then attempt to contact her to make sure I can connect to OnStar. My husband gives me a jump, but now I have several service lights on in my vehicle. I call back to speak with another representative explaining that the previous tech messed up something in my vehicle and she continues to tell me that she wants to make sure I can connect to OnStar. I spoke to about 5 different tech support people and they were all women with the same accent, I am assuming from India or something.

None of them really had a clue what they were doing either. I finally hang up on them before losing my cool and call the dealer. I will now have to take time off work to take my vehicle in so that they can fix whatever problems OnStar has caused.
     
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Failed to Help Me When in a Bad Wreck
Posted by on
Rating: 1/51
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 the 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
     
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Steve on 10/29/2014:
I was trying to use Onstar twice on two different trips. I called and they said they couldn't locate me. How could I be talking to them if they didn't know where I was? Glad I wasn't in an accident, I just wanted GPS directions.
FoDaddy19 on 10/29/2014:
You have to understand that On-Star works off of cell towers primarily. If you're out in the country where cell coverage is spotty, it may not work optimally. I plausible that she could through to by voice, but may not have been able to get a GPS fix on you. It's also possible that the GPS transceiver was damaged in your crash.
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OnStar Service Billing
Posted by on
Rating: 1/51
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.
     
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