Forum Discussion
Misleading OnStar Renewal Offer and Frustrating Customer Experience
I’ve been an OnStar customer for three years, with my first three years included for free. My subscription is ending and when I tried to renew through the OnStar website. I saw a new plan called “OnStar One” advertised for $499 per year, along with a 20% off discount code if I renew today.
Despite the offer being clearly displayed, the website would not allow me to add the plan to my cart, and the discount code would not apply to any of the plans offered. I called OnStar for help and was told the plan was “online only” and that I needed to use the chat tool. When I used the chat tool, I was told to call OnStar. I was bounced back and forth with no resolution.
I have a chat transcript showing the conflicting information I received, as well as a screenshot of the plan and the 20% discount code. At this point, it appears to be false advertising, since the plan is being promoted but cannot actually be purchased.
I plan to file a complaint with the Better Business Bureau, because customers should be able to trust that what is advertised is accurate and available. This experience has been extremely disappointing and has made me question whether to continue with OnStar at all.
5 Replies
This is not the experience we want for our loyal OnStar members, Jazzy. Please send us a private message to OnStar_Support so we can look into this further. Just select the envelope icon at the top right of your screen to get started. By sending us a message, you consent to the information you provide being monitored and recorded by GM or those acting on GM’s behalf, subject to the GM Privacy Statement.
I'm experiencing the same thing right now. And I'm extremely frustrated when I called on star. They said other customers who are having the same problem. They were gonna research it. So they extended my plan for 30 days well as soon as I went back to the app. The discount was gone I unfortunately did not screenshot it.But I do have all the information from the contact that I talked to an onstar called numerous times i've heard nothing back from them and my plans.Do I don't know what to do?I'm very frustrated, it is bull**bleep** actually. I agree.You should absolutely be able to trust what is on my g.M and onstar app, that's where my discount was.And it was there for a month, and then now, all of a sudden it's gone, that's not right
Your comments are heard and taken seriously, @Brook. Our goal is to have you satisfied when behind the wheel as a valued OnStar member. We would like to learn more about your experiences and explore any opportunities for assistance. Select the envelope icon at the top right of your screen to send us a message with more information. Be sure to include your VIN, mileage, full name, email, phone and OnStar account number. Any other details you can share are also appreciated, as context can help us investigate. By sending us a message, you consent to the information you provide being monitored and recorded by GM or those acting on GM’s behalf, subject to the GM Privacy Statement: https://www.gm.com/privacy-statement.
This sounds so familiar. I have now been bounced around several times between chat and the phone and it is absolutely frustrating. I am glad I found this thread.
Same pattern on my end with the 2023 GMC Yukon Denali XL:
- Renewed early June with a 50% off coupon that was emailed to me.
- Ended up on the wrong plan - not the OnStar One + Super Cruise bundle I need.
- Tried to upgrade on the website → checkout charged full price with no credit applied.
- $199 in GM Rewards I applied to the wrong plan still have not reappeared.
- Multiple phone calls and chats, each rep transferred me, nothing fixed.
- Got placed on a 3-month plan I never agreed to, then cancelled out of frustration.
- I just received the same 50-ARCRUISE promo again today - same code, similar problem. On-line checkout won’t even accept the code no matter what plan I choose. I even used the link provided in the email.
All I am asking for is to be switched to the annual OnStar One plan with Super Cruise, with the $199 inGM Rewards credited and the 50% coupon honored on the correct plan. I am asking for nothing free - just the credits I already paid to be applied to the plan I actually need. The fundamental issue is the original payment and coupon were never correctly applied to the proper plan.
Service has already ended and I am now driving without Super Cruise or any connected services.
I’m only interested in the "send us a DM" response if you are the team that can actually fix this end-to-end. Please take my money. Why are you making it so difficult? I want to stay a customer - I don't want to trade in my Yukon, but I am getting very close. I've been browsing other options and may purchase something else by week's end.
This isn't the experience we want for any of our Members, and we realize how persisting concerns can be truly frustrating. If you would like to share more with our team so we can explore all available support options, please send a private message to OnStar_Support with your VIN and full name. Just select the envelope icon at the top right of your screen to get started. We're always here to help. By sending us a message, you consent to the information you provide being monitored and recorded by GM or those acting on GM’s behalf, subject to the GM Privacy Statement: https://www.gm.com/privacy-statement.