OnStar customer service reviews

Read the reviews below to see the experience other people have had when dealing with customer service from OnStar.

Sep

Posted by Anonymous

on 9/8/16 at 10:39AM

9-8-16...a letter was sent to you on 8/6/16 regarding the monthly charges on 7/15/16 and 8/15/16 to my AMEX account. Letter was in regard to the monthly billing which I requested for past years for OnStar to send me a statement for Annual so I could send a check. I have never authorized to have billed on AMEX. My annual charge last year was $179.00 for Protection Plan.

Not getting a reply, I called AMEX today to have those charges removed. Please send me a statement for Annual (deducting the 2 charges of $17.99)and if amount is correct, I will issue a check.Please acknowledge.

Sincerely,

Mary H. Tannehill

Sep

Posted by Anonymous

on 9/1/16 at 2:02PM

My mother has an on star account, has had it for years. She has been traveling alone all week here in the Carolinas. She is 66 yrs old and a past stroke victim. It is a sad day when she calls for help and she is informed she does not have an account with y'all. She just used you 2 days ago. Then the lady finds her and says she has to update her account. Do you not realize SHE IS DRIVING!! That account could have been updated when she got home. It didn't need it 2 days ago our last week when she called. Isn't it just a little more important to get someone home SAFE!! That's okay,I got her to Google maps. You have got your last dollar from this family!!

Jun

Posted by tx_slvreagl

on 6/21/16 at 9:51AM

Comparing OnStar to Google maps, it has been my experience on this trip that OnStar maps have been less accurate. On several occasions, exit numbers on OnStar have been wrong, roads have been mislabeled, and routing has been circuitous.

Jun

Posted by Anonymous

on 6/20/16 at 10:11PM

Needed a route and was put on the most atrocious road in the states. It's the year 2016 and I know there are better roads than the 2 lane winding road that they put me on. I pay a fee each month and you would think they would use that money to purchase a current map.

Apr

Posted by On-Star Log In

on 4/11/16 at 6:57PM

I am having a Horrible experience trying to get my new truck set up in the GM On-Star.com system On-Star.com system will not allow me to use my email address stating that the user name was already taken.

I called OnStar for help Ã¢â?¬â?? I spent about 20 minutes with the first representative, but she had to transfer me to the technical team for better support. I was courteous and provided my cell phone number and it linked to your GM system. First I was told that my email account was linked to my wifeÃ¢â?¬â?¢s account and we would need to link both accounts together. Then I was later told that my email was not linked to her Cadillac, but it would take 3 to 5 business days to update the On-Star system !! Wow your agent was Rude and Curt with me on the phone. It is very disappointing that something simple like linking my email or creating a new On-Star account should be so difficult. I told her that 3 to 5 days was not acceptable and asked her to fix the problem with my account lof-in. She refused stating again that it would take 3 to 5 days. I asked if we could elevate the problem and asked to talk to a supervisor. Then she hung-up on me ! Please check your records and phone recording to verify. I needed help with my new GMC and this is the Courteous service that I did not get. I suggest that you send her to charm school and learn how to talk to customers that need help.

This is a new 60k truck that I cannot get OnStar support - or even get it registered in your system. That is amazing, I also have a Ford King Ranch and wonder if we should have purchased another Ford? Please help me to access the GM On-Star System.com web site with my email address and information listed below. Should be easy enough to provide a Log-In request.

Mar

Posted by Anonymous

on 3/18/16 at 7:03PM

I have a 2016 Chevy Spark I locked my keys in the car and OnStar could not even unlock the doors then they tell me they're called Emergency Services I can call Emergency Services on my own you said that you can unlock my car if the keys got locked in they couldn't

Feb

Posted by Anonymous

on 2/23/16 at 2:25PM

When we are going down the road. It would help if the beep would come before the exit. Instead of pass the exit.

Nov

Posted by Anonymous

on 11/20/15 at 11:05AM

Tired of the price change. I had spoken to a customer service rep just a few weeks earlier and he had told me he reinstated my minutes and not to worry until next year about purchasing more minutes. So I am fed up with everything you reps are doing.

Nov

Posted by Wkgreen

on 11/7/15 at 8:32AM

Horrible customer service tried to get my 90 yr old father's onstar straightened out to no avail literally spent 1 hrs and 11 min and was put on hold 5 times and had call lost 5 times very disgusted with this company would not recommend it to anyone each tech I talked to assured me they would fix problem just hold for 2 or 3 mins call was dropped each time last person actually said oh u must be getting the techs in Philippines , u have someone in Michigan now. Lol she lost call also. I called from landlines and cell didn't matter. Will not be trying again.

Nov

Posted by Anonymous

on 11/1/15 at 3:36PM

I received email that my 500+ minutes were to expire sometime in November 2015.
I went online and ordered 100 more minutes so that my existing minutes would "roll over" and not be lost.
Today I checked online and the only available minutes are the ones I just purchased.
My 500+ minutes vaniched.
RIP OFF

Oct

Posted by Anonymous

on 10/16/15 at 10:46AM

On Sunday night after missing my turn, I ended up going in a direction in which I was totally unfamiliar. I called on star, asked for directions to Reisterstown road and seven mile lane. The person told me she could not find it and HUNG UP. Being 73 years old and lost at night is not a pleasant experience I know that this certainty cause my blood pressure to elevate because of the preceived danger.Is this the normal response if u cannot find a street. Reistertown Rd is s major street in Baltimore. How could she NOT see it. And more than that just hang up instead of trying to help me get to a place where I felt safe. I called back and a ym assisted me. How do u handle thse complaints. Please respond

Oct

Posted by Anonymous

on 10/14/15 at 1:45PM

Oct

Posted by Anonymous

on 10/6/15 at 4:48PM

I have an account and have totaled my car on Sept 22 so need to cancel my account as of that date. Thank you. My name is Stephanie gaeta

Aug

Posted by Anonymous

on 8/8/15 at 10:35AM

I was attempting to sign up on line to my ON-STAR ACCOUNT but got no help from customer service. REALLY disapointed in the lack of help. Was told it was my computer. My previous account and help that I received was top notch. HELP

Bruce E. Baccei myfairpoint.net

Hope this can get resolved?????????

Jun

Posted by Anonymous

on 6/17/15 at 8:04AM

I was a loyal OnStar customer for 5 years and discontinued my service when I got another car this March 2015. I'm completely disappointed in the customer service I received after the fact regarding a charge after my service was discontinued and have not gotten any update. I just called now and was informed my case #: 1680584914 was closed, however I wasn't provided any type of update on why this charge was taken out. I faxed the proof from my banking statement June 2, 2015 and it seems I'll have to fax it again but I'm extremely disappointed in the service after being such a loyal customer. I would NEVER recommend this company to anyone I know.

Jun

Posted by Anonymous

on 6/10/15 at 10:22AM

On Sunday I was in Hendersonville, N.C. I called for directions home. The first person I spoke with, just went away. The second person said your directions are being down loaded, but then the voice said good by. the third person I spoke with was giving me directions during the call I told him I was driving and unable to write. He then said push the button with the man and the directions would be recorded. Lost that call also. The fourth person sent me directions which brought me home, but as I turned onto East Valley Rd. it said you have left the route. But that's where I turn to get home. Just wanted you to know what happened. I was in the mountains, but the directions got me there, and I could not understand why I could not get directions home.

Annie Carter

May

Posted by Do not have one

on 5/9/15 at 4:54PM

Today I asked to be taken to Paddock Square, Brownwood in the Villages, FL. I was sent to a dead end street in the Villages about 15 miles from the place.

This is the 2nd time I have been given the wrong location in the Villages. Both places are over 2 years old. Please bring your map of the Villages, FL up to date

Floyd W. Little,

Apr

Posted by Anonymous

on 4/19/15 at 8:46AM

I do NOT want OnStar for any reason. Remove me from your system immediately.

Mar

Posted by enroberts

on 3/24/15 at 8:10AM

Hello. My OnStar process has been nothing but painful and aggravating. Below are the details but in short, I'm not sure how you can gain customers with such awful on boarding processes and lack of customer service. I was excited to actually buy OnStar services with my new vehicle but after all of this I'm second guessing that decision. I called on March 14 to activate with blue button from dealer parking lot. For some reason, I was disconnected so I pressed the blue button again. At this point I was told there was a problem with the account but the agent would resend signals. Then I was told things were ready and working and was sent vehicle diagnostics report via email. I pushed the blue button again to test the service and was sent to activations AGAIN. I informed the agent of my troubles and she said she needed to call my cell phone. When she did she told me to press the blue button again. I assumed it would ring the same agent I had on my cell phone but it went to a new agent. I now had two OnStar agents on two different calls telling me two totally different things! Very unorganized and frustrating! I had to tell the blue button agent to hold on while I listened to the agent on my cell phone and vice versa. In the end the agent on my cell phone said that things were active and done and I should just hang up with the blue button agent.
On March 16 I was sent an email to complete setup for truck's OnStar by clicking a link to create online account. I clicked link and entered account information but got error saying I needed to call OnStar. I pressed blue button and was told the agent didn't know what was wrong and a ticket needed to be created for tech support to fix the problem. Was told I'd hear from someone in 7-10 days! That's ridiculous! Would it take this long for an ambulance to arrive if I was in an accident?!
On March 21 pressed blue button to have nav directions sent to my truck but I was told there was told problem with account and the ticket would resolve it. Again, I was told that I would hear from someone in 7-10 days. At this point, I asked agent if this time spent not being able to use OnStar was going against my 3 months free and that I wasn't impressed or compelled to pay for service so far. He said I would get an additional month free for troubles.
I again pressed blue button on March 23 and was told problem was fixed. Why was there no call or email to inform me that the issue was resolved? I then opened the original email again and clicked link in email and was able to create account and login to the OnStar app on my phone. The agent sent an activation signal AGAIN. Once the signal was complete I tried unlocking doors with agent on the phone but the unlock failed multiple times and the app could not pull down diagnostic report. When I let the agent know, she said she had to send two updates over a 20 minute period to the truck to work with the app. Once the updates completed the app functions were still not working but the agent said it would take some time to work. After several more failed attempts the app finally unlocked the doors, remote start worked, and diagnostics were pulled into app. I then asked agent about the additional month free and she agreed and tried to apply but instead transferred me to another agent due to error when applying additional month free. The next agent was able to add the additional free month and we hung up.
I then pressed blue button again to ensure directions/nav was working. When pressing blue button I was immediately sent to activations agent. I couldn't imagine why I'd go back to activations again since I have already gotten things to work and was ensured everything was ready to go. I asked for directions to be sent to the truck and the agent transferred me to correct agent who sent directions successfully. I then hung up with the agent and cancelled the route through the radio in the truck and tested sending directions from app. This worked as well at this point.
On the morning of March 24 opened app to remote start truck. Upon opening the app it failed to login saying, "Please contact an OnStar Advisor to verify account setup. (403_1)" About 10 minutes later I went out to truck to use remote to start from the keyless remote but it didn't work! The lights flashed but the truck would not start. Lock and unlock worked fine from the remote. At this point, I got in truck and started it with the key. Once it was running OnStar said directions were downloaded to destination from previous night's test. I again cancelled route inside truck from the radio, turned truck off and tested app again. I still saw the same error. With the truck still off I tested remote start from remote and it worked this time. Whatever happened with OnStar the night before was not allowing me to remote start the truck even using the keyless remote locally! I then pressed blue button as instructed by app error 15 minutes earlier. I was about 6:30 AM and the automated message told me OnStar is not open until 7am so I waited and pressed blue button at 7am and was directed to "reactivation" department! I am still not sure why the system worked fine the night before and now I was sent to the activations department again. Frustrating to say the least! Once I got an activations agent on the phone she informed me that service was discontinued! I told agent what happened to date and they said they would reactivate AGAIN and provide me with one month of free service, total. At this point I informed agent that I was supposed to have a total of 4 months due to having purchased a new vehicle and the extra month was for the headaches I've been through in the last week and a half. The agent then said, "Oh yeah. That's correct." After all this running around in circles I didn't have time to sit through ANOTHER activation since I had to go into work so I asked to have notes added to my account so when I pressed the blue button after work the next agent would know of my issues and know how to help.. After expressing my anger the agent suggested calling to talk to loyalty department later to try and keep me as a customer in the future.
Later in the day I called OnStar from my cell phone and was told I shut my service off because OnStar doesn't proactively do it without the customer saying to do so! This is outrageous! The service worked fine the night before. I went to bed and when I woke up it was no longer active! I did nothing to shut services off for my vehicle and didn't even call in over night so how can the agent accuse ME of shutting off my service? Also, WHY would they say that knowing that I've been trying to get things working over the past week and a half? I asked, but the agent would not let me talk to loyalty department and said service wasn't open yet. She said to call back in an hour.
Overall, I'm done trying to get it though the agents heads that I have a problem. I JUST WANT MY SERVICE TO WORK! As I said, I was excited to have OnStar and excited to test it for three months. I already made plans with my wife to activate the service long term and PAY after the three (now four) months of free service were up but as of today, I will NOT continue service. OnStar is there for customer's peace of mind in an emergency situation but if you can't get things going out of the gate how can I trust that you'll protect my family in an emergency?!
I expect a response and resolution to this mess quickly. I am going on a long drive from Pennsylvania to North Carolina on Thursday morning returning next Monday and expect you to get things working reliably and long term before we leave Thursday. I also expect to be compensated more than four months for these troubles. Thank you.

Mar

Posted by Anonymous

on 3/5/15 at 12:46PM

Purchased 2010 chevy Silverado yesterday need onstar connected attempted 5 times and says cannot connected customer service said made need new one it connected once and grandson disconnected so can you help

Jan

Posted by Anonymous

on 1/26/15 at 10:03AM

Hi! I would just like to thank you very much. I was out in the middle of nowhere to do a job. When i got out of the car i heard my car lock. I always leave the keys in it in case anyone needs to move it. My supplies to do the job were still in the car. I called my daughter to bring me spare key but she couldnt find it. i then told her to call lock smith but she was reluctant because of the cost because i was so far out. I told her to call onstar just in case or maybe they could tell us what to do. THEY UNLOCKED MY CAR!!! IT was such a relief!!! Thank you so very much!!!!

Jan

Posted by ssmayo

on 1/12/15 at 10:16AM

Locked my keys in the car today and when I called OnStar, within 2 to 3 minutes my car was unlocked. Great, immediate service.

Dec

Posted by Anonymous

on 12/30/14 at 2:54PM

i just purchased a new colorado truck with on star i have a question does the antenna screw off its to high to get into my carport reply to [email protected]

Dec

Posted by Linda

on 12/25/14 at 7:16AM

One of my grandchildren locked my car and the keys inside. I called OnStar and within 3 min. OnStar had my car unlocked. Thank you OnStar.

Dec

Posted by mgailstack

on 12/15/14 at 5:46PM

We have been an Onstar customer for eight years now. How time just flies by when you have a great truck. The customer service people have always been friendly and helpful. Even the poor guy who answered our call when we were living in Chicago. One morning while we were stopped at a red light we heard a gun shot and then the drivers side window blew out. Both my husband and I looked at each other, patted ourselves down, and went through the red light. We headed for my husband's place of work up the street that was gated and had security. We told the nice man from Onstar to contact the Chicago police tell them we were shot at and where they could locate us and the truck. This was a time when the Onstar person really could not do anything but call the local police and maybe emergency care but it was not needed.

Viewing OnStar customer service reviews 26 - 50 out of 168

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OnStar customer service reviews

Sep

Posted by Anonymous

Sep

Posted by Anonymous

Jun

Posted by tx_slvreagl

Jun

Posted by Anonymous

Apr

Posted by On-Star Log In

Mar

Posted by Anonymous

Feb

Posted by Anonymous

Nov

Posted by Anonymous

Nov

Posted by Wkgreen

Nov

Posted by Anonymous

Oct

Posted by Anonymous

Oct

Posted by Anonymous

Oct

Posted by Anonymous

Aug

Posted by Anonymous

Jun

Posted by Anonymous

Jun

Posted by Anonymous

May

Posted by Do not have one

Apr

Posted by Anonymous

Mar

Posted by enroberts

Mar

Posted by Anonymous

Jan

Posted by Anonymous

Jan

Posted by ssmayo

Dec

Posted by Anonymous

Dec

Posted by Linda

Dec

Posted by mgailstack

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