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Business Profile

Electronic Instruments

SpaceX

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 490 total complaints in the last 3 years.
  • 80 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/12/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 7/9/25, I had a notification that my Starlink residential account was past due and required payment to reinstate service. I paid the entire balance required to resume services. It states that it can take up to an hour for service to being working again. An hour passed and still disconnected, and my account shows that I need to pay off outstanding balances on my account, account balance is $0, (paid with credit card), it also shows that I do not have a subscription and need to choose one, however there is no option to choose one. I submitted a support ticket; this is the ONLY way to get assistance on an issue. No response for rest of the day. Over the next 3 days, I have checked my account and messages, absolutely NOTHING! The "chatbot" suggests opening expedited, urgent, no response tickets. No responses on these tickets either. There is absolutely no way to speak to a human support agent for this company which is extremely frustrating for customers! This is by far the worst customer service I have ever experienced. If a company decides to not have a phone system, the online system should be almost flawless, with Starlink, it is not! I feel this is very unprofessional, disrespectful to customers and just rude.

    Business Response

    Date: 07/14/2025

    Thank you for bringing this to our attention.
    A Starlink associate has reviewed this case and determined that this issue is being addressed and/or has been resolved on internal TIK-*******-*****-55

  • Initial Complaint

    Date:07/04/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Nature of Complaint: Problem with a Product or Service Complaint Details:My Starlink service was suspended without a clear reason. I opened a support ticket (TIK-*******-*****-57) to resolve the issue.On July 4, 2025, a support agent named ****** asked me to answer 9 detailed security questions to verify my account. I provided complete and truthful answers to all questions and supplied all requested documentation.Instead of reviewing my response, Starlink support began closing my tickets with a generic, templated reply stating that they have already provided guidance and will not take further action. My answers and evidence have been completely ignored.I then created a new ticket titled "Formal Complaint Regarding Handling of Ticket TIK-*******-*****-57". This formal complaint was also ignored and closed with the same template response.Starlink is failing to provide adequate support, is ignoring customer-provided information, and has suspended my service without providing a valid reason, despite my full cooperation. I request a full review of my case by a senior manager, a specific reason for the suspension, and the reinstatement of my account.

    Business Response

    Date: 07/07/2025

    Thank you for bringing this to our attention.
    A Starlink associate has reviewed this case and determined that this issue is being addressed and/or has been resolved on internal TIK-*******-*****-54

    Customer Answer

    Date: 07/08/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    Diyas Toiyeke

  • Initial Complaint

    Date:07/04/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I can not connect the starlink internet to the rouku device. The rouku is updated. The rouku will let me use a cell phone as a hot spot to connect it. I want to use the starlink internet like I have been using. I've unplugged the roku to let it reboot. It still won't connect to starlink.

    Business Response

    Date: 07/07/2025

    Thank you for bringing this to our attention.
    A Starlink associate has reviewed this case and determined that this issue is being addressed and/or has been resolved on internal TIK-*******-*****-73

  • Initial Complaint

    Date:06/30/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order with Starlink and canceled it within 30 minutes. I never received or returned any equipment, yet theyve held my money for over 30 days. A support agent told me the refund was processed, but I still have not received it. Ive been extremely patient, but this delay is unacceptable. Im requesting immediate action to return the funds.

    Business Response

    Date: 07/05/2025

    Thank you for bringing this to our attention.
    A Starlink associate has reviewed this case and determined that there is not sufficient specific or adequate information in the case to assist the customer. 
    If the issue has not been addressed or fully resolved through the Starlink Customer Support application, we ask the customer to please provide the full ********************** Account # or internal Ticket number (Example Format: TIK- xxxxxxx-xxxxx-xx)

  • Initial Complaint

    Date:06/27/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I put in an order for a 45m cable on the Starlink website on June 17th at 6:32pm Eastern time. Shortly after placing the order 6:38 pm I successfully cancelled the order on the Starlink app and confirmed on the website. On June 23rd I noticed that I still had a charge that was approved on my credit card for ******. I opened a support ticket with Starlink (TIK-5384447-75448-61). I received a reaponse telling me to reply if my order was in correctly charged and I sent 10 responses over the past 3 days with no response or resolution. I tried opening a new ticket and still have not heard back. I tried sending an email to ************************************************************ and received an automated response to open a ticket with Starlink support which I already had. I currently have an investigation at my credit card company to attempt to resolve the matter. All I want is my money back. Thats it. I never received any product and nothing was shipped to me. I have confirmation that the order was cancelled is the app.

    Business Response

    Date: 07/05/2025

    Thank you for bringing this to our attention.
    A Starlink associate has reviewed this case and determined that this issue is being addressed and/or has been resolved on internal TIK-5384447-75448-61

    Customer Answer

    Date: 07/05/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ******* ************

  • Initial Complaint

    Date:06/23/2025

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.

    *************. *********. California  90250

     

    1st charge - 4/7/25 - $309.55

    2nd charge - 4/7/25 - $499.99 - this charge was processed through PayPal 

    3rd charge - 5/4/25 - $43.88

    4th charge - 5/4/25 - $120.00

    5th charge - 6/7/25 - $145.40

    Customer Answer

    Date: 06/23/2025

    Spoke with a customer service representative by the name of ***** and ordered the StarLink Unit, discussed and agreed that I wanted the ********** Package. When I received the unit and attempted to set it up, ***** had set it up for Residential. So went to my online account and changed it to ********** Package. Immediately I was charged for the ******************* Package for $143.88. I called numerous times to speak with ***** and left messages and have not received a return telephone call. I paused the service until going camping on June 7th and un-paused it. Immediately again I was charged for the ******************* Package for $145.40. When returning from camping, I paused the service again, but it indicated that I had service until July 3, 2025. I have called to speak to ***** numerous time again this week and he has not returned my phone call. I spoke with a representative Monday, June 16, 2025 and was told that I would be credited the charges. As of today, I have not been credited the charges. I called and spoke with another representative and was told he didn't know who I spoke with but I would not be credited the charges. The telephone numbers that I have been calling is ************ and *****************-943-6242. The charges are from Hawthorne Starlink in **********.

    Business Response

    Date: 07/05/2025

    Thank you for bringing this to our attention.
    A Starlink associate has reviewed this case and determined that this issue is being addressed and/or has been resolved on internal TIK-5297107-18319-51

    Customer Answer

    Date: 07/05/2025

     
    Complaint: 23488415

    I am rejecting this response because:  I have ave not been reimbursed for charges that I have been charged incorrectly. 

    Sincerely,

    ****** ******

    Business Response

    Date: 07/14/2025

    Thank you for bringing this to our attention.
    A Starlink associate has reviewed this case and determined that this issue is being addressed and/or has been resolved on internal TIK-5297107-18319-51

    Customer Answer

    Date: 07/22/2025

     
    Complaint: 23488415

    I am rejecting this response because:

    Sincerely,

    ****** ******

     

    1 Rocket Road. *********. California  90250

  • Initial Complaint

    Date:06/19/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was a Starlink customer who cancelled their service on or around 6/15. They claim that it was good through 6/30, however the service cancelled immediately. I was fraudulently denied the last 15 days of the service. Despite contacting support I received a call WAY after normal business hours I was unable to answer and several more where I was dialed and hung up on with no connection to the representative.

    Business Response

    Date: 06/20/2025

    Thank you for bringing this to our attention.
    A Starlink associate has reviewed this case and determined that this issue is being addressed and/or has been resolved on internal TIK-5342318-39019-46

  • Initial Complaint

    Date:06/17/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Had Starlink service at our old home at ********************************************, upon selling the home we discontinued service which ended on Thursday May 22nd, 2025. Spoke with ***** from Starlink and he transferred the account from my name into the new owners name. I have now gotten two auto withdrawal each for $50 from Starlink after our discontinuation of service. I have called Starlink and they said they cannot help me because I dont have an account with them, despite me providing the account number. ***** recommended that I put a stop charge request through my bank account for each charge, but my bank charges for stop charge requests which means 1. I dont get the full amount back and 2. It does not stop future auto withdrawals. I have spoken to Starlink representatives multiple times and they are insistent that they cannot help me. I would like to stop all future unauthorized charges as we do not have Starlink service and would like to be refunded the 2 $50 charges (on 6/16/25 & 5/23/25).

    Business Response

    Date: 06/23/2025

    Thank you for bringing this to our attention.
    A Starlink associate has reviewed this case and determined that this issue is being addressed and/or has been resolved on internal TIK-*******-*****-38

    Customer Answer

    Date: 06/23/2025

     
    Complaint: 23480990

    I am rejecting this response because:

    TIK 5383024-40164-38 as referenced is not a ticket that I submitted nor have I had any communication from Starlink in regards to this ticket. I would like the details of said ticket provided to me.

    Sincerely,

    ******* ******

    Business Response

    Date: 07/05/2025

    Thank you for bringing this to our attention.
    A Starlink associate has reviewed this case and determined that this issue is being addressed and/or has been resolved on internal TIK-5383024-40164-38

  • Initial Complaint

    Date:06/10/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On may 13 we contacted this company mistaking it for Starlink. We ordered a Starlink Standard Set and 6 month of service for $799. The Starlink Standard set was received in a few days. We then discovered we were unable to get reception from our site. We sent a message to the company requesting refund. We recived a phone call saying they would call us back but have never received any further info. On June 3 we then received a email from Starlink stating that our account had been disabled due to unusual activity After numerous emails we have received to response from this companty

    Business Response

    Date: 06/13/2025

    Thank you for bringing this to our attention.
    A Starlink associate has reviewed this case and determined that this issue is being addressed and/or has been resolved on internal TIK-*******-*****-57

  • Initial Complaint

    Date:06/10/2025

    Type:Order Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I own and pay for Starlink services. I am not receiving the service that was agreed-upon when paying for the contracted agreement. There is a breach of contract and consideration to the fact that when reaching out to support, I do not get support I get harassed its taken five days and still have not gotten any help just more harassment technicians do not know how to read and jump to conclusions. I want to resolution and to be contacted by the company like *** requested multiple times now I also wont mention the false advertisement on advertised speeds to paying customers as well as the false speeds inside your home

    Business Response

    Date: 06/16/2025

    Thank you for bringing this to our attention.
    A Starlink associate has reviewed this case and determined that this issue is being addressed and/or has been resolved on internal TIK-5154629-89411-53

    Customer Answer

    Date: 06/16/2025

     

    Complaint: 23447365



    I am rejecting this response because:

    I’ve asked for a callback and still have yet to receive one I’m wanting to talk to a supervisor or someone who has more authority then the service level techs 

    Sincerely,



    Nicholas Rosengarten

    Business Response

    Date: 06/23/2025

    Thank you for bringing this to our attention.
    A Starlink associate has reviewed this case and determined that this issue is being addressed and/or has been resolved on internal TIK-5154629-89411-53

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