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!
CHICAGO, ILLINOIS -- Every time I have call this company they have been nice and very professional towards me. Even when they did debit my account for more than my monthly payment. They were very welcoming and provided me compensation in addition to taking my monthly payment. This company have worked with me when I didn't have a job for a duration of 6 months. Every experience I had with OnStar since 2013 has been wonderful. When I needed roadside assistance they came immediately.
VANCOUVER B.C. -- I have a 2012 Cadillac SRX and activated the OnStar. I have had NOTHING BUT PROBLEMS with them - dropped calls, misdirections, poor processing of information, delay, choke, many apologies but no results. They failed twice in Seattle (could not even get me to the airport - ended up in a warehouse district miles away), crashed in Houston (with a new rented vehicle), went through 4 collapses of communication in Portland... I am cancelling my service and I would NEVER recommend them.
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.
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 OnStar 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.
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 cellphone, 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.
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 activate OnStar, I was given another 3 mos (total 9 now). I was continuously 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 ** 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.
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!
WEXFORD, PENNSYLVANIA -- I just bought a new 2007 Impala. I was told the On Star phone service was free for 3 months. I explained I see no need to pay On Star for cell phone service since I already own a cell phone and see no need for people to have to call a second number. The dealer felt since it was there just don't use it. Two weeks later the word "phone" appears on my radio, then an advertisement comes across my speakers. Just out of nowhere.
I hit the On Star button and spoke with a customer service rep and asked the On Star be turned off. I was told On Star was free for a year and they could not turn it off. I was stunned at that response. I asked for a supervisor named ** and explained free or not I did not want On Star at all. ** told me I had to keep it like it or not until 2008. I called GM and was told the same thing. After I replied I would demand the dealer take back the car, GM told me to call the dealer and request they remove On Star.
Today I had my appointment to remove On Star. But before the dealer service department could remove On Star, I was told I had to call On Star and have then cancel the service. I call On Star again. Again I am told though, it can't be turned off because it comes free. I explained I was at the dealer and if it was not off in one minute I would request the dealer take the car back. Within thirty seconds the On Star was canceled and the service tech from the dealer told me it was now off and he removed it.
On Star is trying to FORCE you to use its service even when you don't want it. If GM really thought about the customer, they would have added bluetooth, not try and force the customer to pay even more for another phone number that they don't want or need. Then to FORCE me to keep On Star for tracking purposes is totally beyond a privacy issue, it's more like stalking the customer. I see no need to pay GM/On Star $200.00 a year.
I see no reason why GM/On Star tried to force an unwanted product on me other than to keep track of my driving. What other reason could there be? I did not want On Star. It was that simple. I will never buy any GM car or truck again, I will not be forced to use a product I do not want.