OnStar Advisor helps concerned mom contact her family when they’re late returning from skiing in the mountains
It was an early February morning when Kim Pugh’s husband, John, took two of their teenage kids skiing in the mountains of California. It had snowed a lot the night before, making for perfect skiing conditions. John and the kids got into their Chevy Suburban and headed two hours north from their home in Mission Viejo to Big Bear Mountain.
John said they’d be home around 3 p.m., but by 4 p.m. Kim hadn’t heard from her family. She checked a smartphone app the family uses to share their locations with one another and was relieved to see that their last known location was in the mountains. But when she still hadn’t received word from them a few hours later — and was no longer able to see their location on her app — she began to worry. “I tried calling and texting John and got nothing. It went straight to voicemail,” says Kim. “I even called the hospital out in the mountains, but they said no one was there by that name.”
With no way of knowing where her family was or how to get in touch with them, Kim began imagining the worst. Even her two other kids, who were at home with her, started worrying. “I’m just thinking one of them is in the hospital, or maybe they crashed,” says Kim. “A hundred different scenarios play out in your brain and none of them are good.”
Kim decided to call an OnStar* Advisor from her phone and see if they could connect her with John. “I told her, ‘I really need your help because I can’t reach my husband and kids and I’m freaking out,’” Kim recalls through tears. The Advisor was able to connect Kim to her husband’s vehicle and the two were able to have a short conversation. John told Kim that because of the snow and icy conditions, the drive down the mountain that usually took 45 minutes had taken hours.
“When I heard John’s voice, it was like, thank God everything is OK,” says Kim. “After I got off the phone, I had peace of mind knowing that no one was hurt and they were on their way home.”
Not too long after, John and the kids arrived home safely but exhausted from their ski trip. Kim says she will never forget the kindness of the Advisor who, according to Kim, didn’t really have to help her. “Honestly, if it wasn’t for her and the generosity of OnStar, I would have had a really rough night ahead of me.”