Report: #620770

Complaint Review: On Star

  • Submitted: Tue, July 06, 2010
  • Updated: Thu, October 06, 2011
  • Reported By: Luke G. — Tallahassee Florida USA
  • On Star
    PO Box 96214
    United States of America

Show customers why they should trust your business over your competitors...

My wife and I purchased a new GM car in August of 2006 and with the purchase received a one year subscription to On-Star's Safe and Sound package.  We also purchased 100 minutes at an additional cost so we could use the hands free satelite phone.  Each year since we renewed the Safe and Sound package with one payment.  The thing with On-Star's hands free sat phone is that the minutes don't roll over, you must purchase a minimum package of minutes to keep any unused minutes.  After having this account for 4 years we accrued over 200 minutes.  With the economy the way it is and us having to watch our dollars we decided we could do without On-Star's $192.43 a year Safe and Sound package, which is basically a glorified insurance package that we never once used.  Well I take that back, I did use it once to report a bad accident that I was not involved in, in what On-Star refers to as being a "good samaritan" I called On Star today to cancel our annual Safe and Sound package and discovered that if I did I would no longer be able to use the sat phone.  My wife had just purchased $45.00 in minutes (the lowest minutes package they have to keep from losing the 100 plus minutes we have already) on June 26 and it posted to her credit card on June 28, 2010.  To keep these minutes I asked the service rep if they could do $99.00 a year for my service.  She placed me on hold to talk to a supervisor.  Soon after she came back on the phone and said they could not do $99.00 and that they don't even have that amount in their system.  She did say she could give me a loyal customer discount of $149.95 for this year only.  I told her I could not do that and really could not do the $99.00 but would in order to keep all the minutes I was about to forfiet if I cancel my Safe and Sound package.  Anyway after some back and forth I told her I would dispute the $45.00 recent minutes package purchase on my credit card and hung up. Well the our credit card company refused to reverse the charge because according to them it's in On Star's contract that all purchases are final, no refunds.  I was never told that by an On Star rep, anyone at the GM dealership where I purchased the car or in any of their sales brochures.  I feel that On Star's sales practice of hold unused minutes "hostage" in order to get you to purchase more minutes on top of forcing you to keep a service package open at $149.95 (discounted) just to be able to use those minutes is unethical at best.  I have never heard of a business that will refuse a refund on purchases that are only days old unless they tell you that upfront at the time of purchase.  Nobody at On Star has ever told me before any transaction was complete, or even afterwords, that all sales are final.   Beware of this if you decide to use On Star.

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#1 Author of original report

Never said they "ripped me off"

AUTHOR: Luke G. - (USA)

My post was more of a consumer be aware than a complaint. However them refusing to work with me to keep me as a customer is their loss.
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#2 Consumer Comment

On Star is a total waste of money

AUTHOR: Steve - (USA)

my  Corvette came with the  On Star system and  I  went to  their  website  to find out how much they  charge per minute  to  use  the  phone feature.   There   was  no  information  at  all  and  I  had  to  give them  a  call  to  find  out  that  it  turns  out  to  be  almost  $ 0.50  per  minute  with  tax.

When  their  sales rep  gave me that   information  I  understood  why  they  wouldn't  print this  in  their  colorful   brochure  or  post it  on  their  website.   The  phone  feature  was  the  only  part  that  would  make  On Star  interesting  for  me,  but  for  $ 0.50   a  minute ?    Especially  since  I  can  use  my  cell phone  almost  everywhere.

And  then  there is  the  so  called  "Navigation"  feature -  you  have  to  call  them  and  tell  them where  you  want  to  go....    what  is  this  good  for  if  there  is  a  Navigation system  installed in  the car ?

And  then  they  advertise  insurance  discounts...   I  called  my  insurance  company  and  it  was  "sorry,  not  in  your  state.   we  only  give  a  discount  for  On Star in a  few  states like  California"

I  am  wondering  how this  company  can  stay  in  business  selling  a  product  which is  entirely  useless,  unless  you  don't  own  a  cell  phone  and  a  GPS.
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#3 Consumer Comment

what ripoff

AUTHOR: toolman90 - (USA)

I can't see how Onstar has ripped you off, for number one if you read the terms and conditons you agreed too when using their service, you would have saw that all purchases are final and non refunadable. That you must have a basic Onstar package to use hands free calling which is the safe and sound plan. You choose to cancel the service so you lost the minute because you choose not to continue service so I don't see how Onstar has did anything to rip you off or why they should have to refund you.
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