OnStar Corporation

--Original Message--From: [redacted]@onstar.comDate: 8/25/2015 2:01:20 PMTo: d[redacted][email protected]: Onstar Reference Materials
  August 25, 2015[redacted], PA 19116OnStar Account Number [redacted] Revdex.com Case # [redacted]Dear Mr. [redacted],As an OnStar...

subscriber, you’ve been able to count on OnStar to be there – whether it’s a medical emergency or a simple inconvenience like unlocking your vehicle doors remotely. Our goal is always to provide the safety, security and peace of mind that OnStar offers.Please accept our apologies for the concern with your OnStar billing. We regret that OnStar was unable to meet your expectations and would like to take this opportunity to apologize for the situation. As a gesture of goodwill we have submitted a refund of $49.68. A check will be mailed to the address on the account within 30 business days.If you have any additional questions, please contact us at ###-###-####. We are open Monday through Friday from 8:00AM to 9:00PM EST. I am typically in the office between the hours of 11:00AM – 8:00PM EST.Sincerely,[redacted]OnStar Executive Relations

Dear Miss [redacted],Thank you for taking the time and effort to bring your concerns to our attention. We would like to take this opportunity to apologize for the unsatisfactory experience you had with OnStar. Our goal is always to provide the safety, security and peace of mind that OnStar...

offers. Per our conversation on 1/19/2018, I provided you with 4 Months of Guidance Plan as a goodwill gesture. If you have any additional questions or concerns, please contact us at [redacted]. We are open Monday through Friday from 8:00AM to 8:00PM EST. I am typically in the office between the hours of 11:00 AM – 8:00 PM EST. Sincerely, [redacted]OnStar Executive Relations

--Original Message--From: [redacted]Date: 6/16/2015 3:40:44 PMTo: [redacted]Subject: OnStar Reference Material
 ...


June 16, 2015
[redacted]
[redacted]OnStar Account # [redacted]Revdex.com Case # [redacted]Dear Mr. [redacted], On behalf of the entire OnStar organization, please let me take this opportunity to apologize for the unsatisfactory experience you had with us. Thank you for taking the time and effort to bring your concerns to our attention.
OnStar Hands-Free Calling (HFC) minutes are valid until their expiration date or when your OnStar subscription ends, whichever comes first. This information was communicated to you by the advisor when you purchased HFC minutes on 12/15/14. Also, minute expiration dates can be extended at any time with the purchase of an additional bundle, prior to the current minutes’ expiration, as long as you have an active OnStar subscription. We attempted to review this information with you when we called you yesterday, but you disconnected the call. We called you back, thinking perhaps the call had dropped, and you indicated you had hung up on us and then you once again disconnected the call. You have only purchased HFC minutes one time for your 2014 [redacted] (VIN ending [redacted]) and that was during your OnStar welcome call on 12/15/14. Upon review of that call, you confirmed that you wanted to purchase 300 minutes. Prior to processing the sale, you asked how long the minutes would last and the advisor informed you they were good for 6 months. At that point you provided your credit card information to complete the sale. Your OnStar trial subscription expired on 6/14/15, at which time your remaining Hands-Free Calling minutes also expired.
If you decide to renew your OnStar subscription, as a gesture of goodwill we will be happy to restore any unused HFC minutes you had remaining for 12 months at no cost, as long as the OnStar subscription remains active during that time.Please accept our apologies if the service did not meet your expectations. If you have any other questions or concerns, please contact me at ###-###-####. OnStar Executive Relations is open Monday through Friday from 8:00AM – 9:00PM EST. I am in the office between the hours of 9:00AM and 6:00 PM EST. Sincerely,[redacted]OnStar Executive Relations

June 7, 2017       [redacted], Illinois 60617       Account # [redacted] Revdex.com# [redacted]   Dear Ms. [redacted],     The OnStar Executive Relations team has attempted to contact you in an effort to address your concerns....

Unfortunately, we have been unsuccessful in reaching you thus far.  The number we have tried to dial is ###-###-####.   Please call me if you would like to further discuss your concerns.  I can be reached at ###-###-####.  The Executive Relations office is open Monday through Friday from 8:00AM – 8:00PM EST.  I am typically in the office from the hours of 9:00AM – 5:30PM.   Sincerely,   [redacted] OnStar Executive Relations

May 15, 2017   [redacted] Savannah, GA 31419     Account # [redacted]   Dear [redacted],     The OnStar Executive Relations team has attempted to contact you in an effort to address your concerns. Unfortunately, we have been unsuccessful in reaching...

you thus far.  The number we have tried to dial is ###-###-####.   Please call me if you would like to further discuss your concerns.  I can be reached at ###-###-####.  The Executive Relations office is open Monday through Friday from 8:00AM – 8:00PM EST.  I am typically in the office from the hours of 11:00AM – 7:30PM     Sincerely,       [redacted] OnStar Executive Relations

--Original Message--From: [redacted]@onstar.comDate: 7/23/2015 5:59:03 PMTo: [redacted]@yahoo.comSubject: ONSTAR REFERENCE MATERIAL
July 23, 2015
 
 
Ms. [redacted]  [redacted]
OnStar Account # [redacted]Revdex.com Case #...

[redacted]
 
 
Dear Ms. [redacted],
 
I would like to take this opportunity to apologize for the unsatisfactory experience you had with OnStar and thank you for taking the time and effort to bring your concerns to our attention. 
Per our conversation today, I have removed your method of payment from your OnStar account and processed a refund of $149.50.  You will receive a check at the above listed address within 30 business days. Your OnStar subscription is cancelled.
Please know that your satisfaction is our priority and we strive to meet your expectations.  We regret that you decided to cancel your OnStar subscription at this time; however, we hope that you will allow us the opportunity to regain your confidence in the future. 
 Please feel free to contact me with any additional questions or concerns you may have. I can be reached at ###-###-####. OnStar Executive Relations is open Monday through Friday from 8:00AM – 9:00PM EST. I am typically in the office from 10:00AM to 7:00PM EST.Sincerely[redacted]Onstar Executive Relations

August 2, 2016   Mr. [redacted] P. [redacted] Wayne, NE 68787   OnStar Account # [redacted] Revdex.com Case # [redacted]    Dear Mr. [redacted],   Thank you for contacting OnStar regarding your billing concern.  OnStar provides monthly continuous coverage as part...

of our agreement with our subscribers. If you have placed a credit or debit card on file with us and enrolled in continuous coverage, we would have automatically charged it each month if you have not otherwise pre-paid for your subscription. This coverage is in place to ensure you do not experience an interruption in your OnStar service, particularly our emergency services, until OnStar is contacted by the account owner to pursue other billing options or to cancel the subscription. You are also responsible for notifying OnStar if you sell your vehicle or end its lease. If you sell or transfer your vehicle and don’t notify us, you remain responsible for all charges for any OnStar service. OnStar communicates these policies in our terms and conditions located at www.onstar.com (U.S.) and www.onstar.ca (Canada).    Our records show that on 4/25/16, OnStar mailed a continuous coverage notification to [redacted], Wayne, NE 68787.  This notification was sent in advance of any charges and advised that the OnStar subscription for your 2013 Buick LaCrosse (VIN ending [redacted]) was approaching expiration and that the credit card on file would be charged to continue to the service.     The continuous coverage charge of $16.66 was made on 7/11/2016 and per your request, on 8/1/2016, this amount was refunded to your credit card on file, VISA ending in [redacted].  The credit will post in 3-5 business days.     Please accept our apologies if the service has not met your expectations. If you have any additional questions or concerns, please contact us at ###-###-####. We are open Monday through Friday from 8:00 AM to 9:00 PM EST.   Sincerely,   [redacted] OnStar Executive Relations

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

--Original Message--From: [redacted]@onstar.comDate: 12/7/2015 12:45:31 PMTo: [redacted]@gmail.comSubject: OnStar Reference Material   December 7, 2015[redacted], Nebraska 68122Account # [redacted]Revdex.com# [redacted]Dear Mr. [redacted], The OnStar Executive...

Relations team has attempted to contact you in an effort to address your concerns. Unfortunately, we have been unsuccessful in reaching you thus far. The number we have tried to dial is ###-###-####.Please call me if you would like to further discuss your concerns. I can be reached at ###-###-####. The Executive Relations office is open Monday through Friday from 8:00AM – 9:00PM EST. I am typically in the office from the hours of 9:00AM – 6:00PM. Sincerely,[redacted]OnStar Executive Relations

[A default letter is provided here which indicates your rejection of the business's offer.  
Revdex.com: 
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this offer appear below:
I have tried to make contact both by email and phone to speak to the Onstar Representative. I am still awaiting the response.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

--Original Message--From: [redacted]@onstar.comDate: 11/11/2015 1:41:26 PMTo: [redacted]@hotmail.comSubject: Revdex.com Case # [redacted] - OnStar Account # [redacted]
  November 11, 2015
Mr. [redacted], Suite 11[redacted], MB R2M3B4CANADAOnStar Account # [redacted]Revdex.com Case #...

[redacted] - OnStar CorporationDear Mr. [redacted],Thank you for taking the time to contact OnStar regarding your service concerns. As an OnStar subscriber, you can count on OnStar to be there – whether it’s a medical emergency or a simple inconvenience like unlocking your vehicle doors remotely. Our goal is always to provide the safety, security and peace of mind that OnStar offers. We apologize that your OnStar system was not activated on a timely manner. We are also sorry for the inconvenience caused by the unexpected charges to your credit card. The technical issue on your vehicle has been resolved and we have submitted credit card refunds in the amounts of $45.19 and $40.00. You will see these credits posted to your credit card account within 3 - 5 business days. We have removed your credit card from file to prevent any more charges. As informed to you during our telephone conversation yesterday, we have added 6 complimentary months of Guidance service to your vehicle as a gesture of goodwill for the inconvenience; your new subscription expiration date is 5/9/16. We are sorry if the service has not met your expectations. If you have any additional questions or concerns, please contact us at ###-###-####. We are open Monday through Friday from 8:00AM to 9:00PM EST.Sincerely,[redacted]OnStar Executive Relations

--Original Message--From: [redacted]@onstar.comDate: 8/21/2015 10:15:39 AMTo: [redacted]@comcast.netSubject: OnStar
  August 21, 2015Mr. [redacted], IN 46254OnStar Account # [redacted]Revdex.com Case # [redacted]Dear Mr. [redacted],Thank you for taking the time...

to contact OnStar. As an OnStar subscriber, you’ve been able to count on OnStar to be there – whether it’s a medical emergency or a simple inconvenience like unlocking your vehicle doors remotely. Our goal is always to provide the safety, security and peace of mind that OnStar offers. OnStar provides monthly continuous coverage as part of our agreement with our subscribers. If you have placed a credit or debit card on file with us and enrolled in continuous coverage, we would have automatically charged it each month if you have not otherwise pre-paid for your subscription. This coverage is in place to ensure you do not experience an interruption in your OnStar service, particularly our emergency services, until OnStar is contacted by the account owner to pursue other billing options or to cancel the subscription. OnStar communicates this billing policy in our terms and conditions located at www.onstar.com (U.S.) and www.onstar.ca (Canada).OnStar does not normally refund subscription charges. However, as we discussed during our conversation yesterday, we previously refunded $69.93 to you. As a gesture of goodwill to demonstrate we care, we have processed an additional refund in the amount of $119.70 which will go back to your credit card on file. The OnStar subscription for your 2010 Buick LaCrosse (VIN ending [redacted]) has been cancelled.Please accept our apologies if the service has not met your expectations. If you have any additional questions or concerns, please contact us at ###-###-####. We are open Monday through Friday from 8:00AM to 9:00PM EST.Sincerely,[redacted]OnStar Executive Relations

April 18, 2016
 
[redacted]
[redacted]
[redacted], TN 38105
 
OnStar Account # [redacted]
Revdex.com Case# [redacted]
 
Dear Mr [redacted],
 
On behalf of the entire OnStar
organization, please let me take this opportunity to apologize...

for the
unsatisfactory experience you had with us. Thank you for taking the time and
effort to bring your concerns to our attention.
 
Per our conversation on April
18, 2016, as a gesture of goodwill I have added six months of complimentary
Guidance time on to your 2015 GMC Sierra Crew Cab (VIN ending in [redacted]). Your
new renewal date will be January 15, 2017.
 
If you have any additional
questions or concerns, please contact us at ###-###-####. We are open Monday
through Friday from 8:00AM to 9:00PM EST.
 
Sincerely,
 
[redacted]
OnStar Executive Relations

December 7, 2016     [redacted] [redacted], IL 60645       Revdex.com Case # [redacted] Account # [redacted]     Dear Ms. [redacted],    Thank you for taking the time to contact OnStar. As an OnStar subscriber, you’ve been able to count on OnStar...

to be there – whether it’s a medical emergency or a simple inconvenience like unlocking your vehicle doors remotely. Our goal is always to provide the safety, security and peace of mind that OnStar offers. Per our conversation, we are investigating your concerns and will be reaching out to our marketing division to ensure that further communications for the 2016 Chevrolet Sonic stop. As a gesture of goodwill, OnStar will be applying 4 additional months of our Guidance plan to your 2016 Chevrolet Trax (VIN ending in [redacted]), making your new subscription expiration on May 15, 2017. If you have any additional questions or concerns, please contact us at ###-###-####. We are open Monday through Friday from 8:00AM to 9:00PM EST.             Sincerely,   [redacted] OnStar Executive Relations

--Original Message--From: [redacted]@onstar.comDate: 8/27/2015 3:41:48 PMTo: [redacted]@gmail.comSubject: OnStar
  August 27, 2015[redacted], PA 16945OnStar Account # [redacted]Revdex.com case # [redacted]Dear Ms. [redacted],Thank you for taking the time to contact OnStar. As an...

OnStar subscriber, you’ve been able to count on OnStar to be there – whether it’s a medical emergency or a simple inconvenience like unlocking your vehicle doors remotely. Our goal is always to provide the safety, security and peace of mind that OnStar offers.Per our conversation, your concerns with the OnStar service for your 2015 Chevrolet Sonic (VIN ending [redacted]) have been resolved. The charges on your VISA ending in [redacted] were purchases made for prepaid Hands-Free Calling (HFC) minutes. Your vehicle is currently active with the introductory Direction and Connections core subscription (which does not include HFC minutes). The expiration date for your Directions and Connections trial subscription is 11/20/15. Beginning 11/21/15, your subscription has been renewed on a monthly bases for the Guidance plan, which includes 30 minutes of HFC per month. As a gesture of goodwill, OnStar has added 200 complimentary HFC minutes and 3GB of data to the vehicle. We are sorry if the service has not met your expectations. If you have any additional questions or concerns, please contact us at ###-###-####. We are open Monday through Friday from 8:00AM to 9:00PM EST.Sincerely,[redacted]OnStar Executive Relations

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

--Original Message--From: [redacted]@onstar.comDate: 8/7/2015 4:01:40 PMTo: [redacted]@yahoo.comSubject: OnStar Reference Material
 
August 07, 2015
 
 
[redacted] FL 33467
 
 
 
Account #...

[redacted]
 
 
Dear Mrs. [redacted],
 
The OnStar Executive Relations team has attempted to contact you in an effort to address your concerns. Unfortunately, we have been unsuccessful in reaching you thus far.  The number(s) we have tried to dial are ###-###-####.
 
Please call me if you would like to further discuss your concerns. I can be reached at ###-###-####. The Executive Relations office is open Monday through Friday from 8:00AM – 9:00PM EST. I am typically in the office from the hours of 12:00PM – 9:00PM EST.
 
Sincerely,
 
[redacted]OnStar Executive Relations

OnStar Account # [redacted]
Revdex.com Case # [redacted]
 
Dear Ms. [redacted],
 
The OnStar Executive Relations team has attempted to contact you in an effort to address your concerns. Unfortunately, we have been unsuccessful in reaching you thus far.  The numbers we have tried to dial are...

###-###-#### and ###-###-####.
 
Please call me if you would like to further discuss your concerns. I can be reached at ###-###-####. The Executive Relations office is open Monday through Friday from 8:00AM – 9:00PM EST. I am typically in the office from the hours of 11:00AM – 8:00AM EST.
 
Sincerely,
 
[redacted]
OnStar Executive Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
Regards,
[redacted]