Complaints

This profile includes complaints for SpaceX's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  SpaceX

  1 Rocket Rd Hawthorne, CA 90250-6844

• 

  Starlink Services LLC

  22630 NE Marketplace Dr Redmond, WA 98053

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.

• Initial Complaint

  Date:11/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  This is regarding Starlink, a division of SpaceX, and while it seems simple, it is more complicated than it seems - Starlink/SpaceX is trying to charge $373+ for defective (FREE!!) equipment, but they haven't sent a ticket to return the equipment! The equipment would not work, could not get anyone to help, and assistance (on an open ticket) was ignored and an ** Chatbot noted, now, this is a high priority and yet the ticket is still open after nearly five (5) days of contact about the charge. The old system did not work for three (3) months and yet they offered a two-month credit ($240) of which the (free) equipment charge has fully used the credit. The new system works great, but unable to get anyone to help with getting an emailed return label (again 5 days) or any assistance. Have driven to this area quicker than their response, customer service help, or ticket has been resolved.Problem: (1) *********** does not have a phone number for any support. (2) You must request a callback through the ** system - which is ignored. (3) A simple request for a return ticket (by email) is ignored. (4) Starlink keeps trying to charge my credit card, which is now in dispute, for the equipment and service ($373+$120/month x 4 months - but supposedly a $120 credit). (5) No one is taking responsibility. (6) ** system said drop off (with a non-existence return label/ticket) to my nearest ****** which is 120+ miles away!! (7) Both my wife and I are retired on Social Security/retirement and are disabled - I am a former firefighter burned in a wildland fire and in March lost the use of my legs and have been hospitalized nearly two months this year and have used a wheelchair or a ****** after intensive rehab - but am expected to drive 120+ miles to return the equipment. (8) I have made multiple requests every day since the charges have tried to post. (9) Have tried contacting through various methods - no success!How many others have this problem??

  Business Response

  Date: 11/17/2025

  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-DF-*******-*****-39

• Initial Complaint

  Date:11/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased Starlink and paid extra for the installation. I scheduled my installation for 11/6 and the installer called me to advise he was not coming until 11/8. I will be left without service as my current service will be shut off today. I have called their customer service a total of 6-7 times and I get told they will follow up. It has been over 24 hours and still no follow up. I have opened a ticket on the Starlink website as instructed and also have not received a response. I have requested a refund for the service I was not provided and still have not received a response. This is unacceptable and something needs to be done about their business practices.

  Business Response

  Date: 11/17/2025

  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-DF-*******-*****-28

• Initial Complaint

  Date:11/08/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 have been trying to contact someone at Starlink for over 48 hours. I have no service, due to someone cutting my cord outside that attaches to dish. I have a ticket number DF-*******-*****-43 And a phone call back to let created also DF-*******-*****-21 I cant order this online as it is not showing up to order. No one will respond to with one of my tickets. I need help in reaching someone at Starlink that is a human that can help. Please help me

  Business Response

  Date: 11/09/2025

  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-DF-*******-*****-43

  Customer Answer

  Date: 11/09/2025

   
  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.
  I have received a call today from Starlink, they are sending me a new cord & also 1 month credit which I appreciate but was disappointed we had to come to BBB to get this resolved.  
  Thank you for your help in resolving this matter! 
  ****** Crown
  
  Sincerely,
  
  ****** Crown

• Initial Complaint

  Date:11/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Starlink is requiring that we update out hardware. If it is not updated by 11/17, my hardware will no longer work. My hardware will not update and the support team is ignoring my request for help. It is not fair to the consumer that they will actually make my hardware unusable and refuse to correct the situation. Someone needs to do something about this.

  Business Response

  Date: 11/08/2025

  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-DF-*******-*****-39

• Initial Complaint

  Date:11/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Ticket #TIK-DF-7051231-63300-12 opened Oct 29 150+ hrs no resolution.Gen 3 router bricked (S/N W3W00000414213B purple light/bootloader corruption).Dish S/N KIT40166021032G provided to agent Lisadenise (4:30 AM Nov 4).No response despite:- Nudges (last 7:00 AM)- ****** @Starlink/@SpaceX - Email to ******************************* Rural zero internet.Requested: Pre-flashed replacement + return label.FCC unavailable due to shutdown.

  Business Response

  Date: 11/08/2025

  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-DF-*******-*****-12

• Initial Complaint

  Date:10/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have been paying for the service monthly with an automatic payment. The company withdrew a payment of $120.00 on 9/2/25 as per our contract. On 9/25/25 they cancelled my service indicating non-payment. They indicate that the 9/2/25 payment did not process. I can provide bank statements proving this payment did go through. I have been attempting to contact their customer service to resolve this issue since 9/25/25 and as of yet have received no contact from them. As far as I am concerned they have committed theft by taking my money and cancelling the service the money paid for. If they would respond to a customer service inquiry, I would not be so upset but I am going on three days now with absolutely zero contact from them.

  Business Response

  Date: 10/10/2025

  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-DF-*******-*****-40

• Initial Complaint

  Date:10/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased Starlink equipment (a starlink classic kit) from a ******************* retailer and everything went well with my delivery. ******************* is a supported region (as stated by starlink's own website) yet whenever I try to activate my dish, it tells me that I need to contact starlink to complete my setup as there are additional steps required for my region, yet does not tell me how to contact them nor what these steps are... You are literally unable to create a starlink account or contact their support via a ticket unless you have an active subscription with them, WHICH I AM TRYING TO ACTIVATE. I have included photos of the errors and even the original purchase receipt as proof that this dish is indeed, Trinidad hardware. Yet I am not able to get service. This is unacceptable for a multi billion dollar company who's CEO is the literal richest man in the world at the moment. ******** should not be sold via authorized retailers that cannot be activated.

  Business Response

  Date: 10/10/2025

  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) For the full list of authorized retailers, please see the official FAQ for Starlink Authorized Retailers. If purchased from an unauthorized source, service activation may be denied.

  Customer Answer

  Date: 10/18/2025

   
  Complaint: 23987317
  
  I am rejecting this response because:

  I have purchased the terminal from an authorized Starlink retailer in good faith and I am wrongfully being denied service access. I am in a covered service area, with OEM equipment and I have paid for service.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 10/25/2025

  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) For the full list of authorized retailers, please see the official FAQ for Starlink Authorized Retailers. If purchased from an unauthorized source, service activation may be denied.

• Initial Complaint

  Date:10/06/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Complaint Details:My Starlink account was suspended on July 2nd. Due to being a farmer and the harvest season, I was only recently able to contact support to resolve this.I fully cooperated with their support team, answering a detailed 9-point questionnaire about my account ownership and ******** response, Starlink sent me a final message stating they would not assist me and referenced serious issues like "fraud, theft, and unauthorized resellers." They have provided zero evidence to support these grave ************** be perfectly clear:I am the legitimate owner of my Starlink hardware. It is not stolen.I purchased this unit from a local electronics retailer.I am not a reseller. I am a farmer in a rural area, using this service for personal internet access at my home.Starlink is making baseless and defamatory accusations of "fraud" and "theft" without any proof, and is using this as a pretext to deny service to a legitimate customer. This is an unfair and predatory business practice.I demand that Starlink either provide concrete, verifiable evidence to support their claims of fraud/theft, or immediately cease these accusations and reinstate my account.P.S. I just want to reactivate my starlink and use it. I'm ready to pay.

  Business Response

  Date: 10/10/2025

  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-DF-6757911-17119-36

  Customer Answer

  Date: 10/11/2025

   
  Complaint: 23977904
  
  I am rejecting this response because it is completely unacceptable and misrepresents the situation.
  The problem is not resolved. My service remains suspended.
  The internal ticket that Starlink referenced (TK-DF-6757911-17119-36) is not a resolution. That is the exact ticket where my request was dismissed with a generic, baseless, and defamatory accusation of "fraud, theft, and unauthorized resellers" without providing a single piece of evidence.
  Referencing the very ticket where the unsubstantiated accusation was made is not an attempt to resolve my complaint; it is an attempt to evade it.
  As stated in my original complaint, I am a legitimate customer, not a reseller, and my hardware is not stolen. I have cooperated fully, and in return, I received grave and unproven allegations.
  I demand that Starlink stop hiding behind this failed support ticket and provide a substantive response to my complaint. They must either:
  Provide concrete, verifiable evidence to support their claims of fraud and theft.
  OR, retract these baseless accusations and immediately reinstate my account. 
  Sincerely,
  
  Kenzhebek Ilimbayev

  Business Response

  Date: 10/17/2025

  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-DF-*******-*****-36

• Initial Complaint

  Date:09/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am a customer on *********************** $10/10 GB Roam plan (Account #: *********************. I upgraded to $50/50 GB for one billing cycle, then requested to switch back to the $10/10 GB plan.Starlink refuses to reinstate my plan, citing a policy but refusing to provide the policy in writing. They have confirmed that other customers are still on the $10 plan but will not allow me to return to it.I have requested escalation to a supervisor four times, but I continue to get the same repeated response without escalation or review.I am requesting that Starlink reinstate my $10/10 GB plan (which they have admitted still exists for customers who have not changed).

  Business Response

  Date: 09/29/2025

  Hi ********,

  We received your informal consumer complaint stating that you are unable to switch back into the 10gb plan. Please advise that this specific plan is no longer available, and that's why you were unable to switch after changing to the 50gb plan. If a customer is currently on a 10gb plan, they can remain on that plan until they switch to another available plan. After looking into your account, we can see that members of our customer support team are actively trying to help you on TIK-DF-6549853-91963-49. Please make sure to refer back to that open ticket if you have any additional questions or concerns. Thank you

• Initial Complaint

  Date:09/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  * Around July 24th, 2025, my starlink began experiencing significant outages related to the starlink network (note this is in addition to ongoing outages linked to storms). The outages generally fell into two categories: A. Recurring outages linked to thunder storms (has been ongoing for some time) and B. A new issue where the starlink network itself was no longer reliable even on days when no storms were present. Previously the starlink network had been very reliable.* Very rapidly after issue B above started to occur, the starlink network experienced what appears to have been a national or even global outage. After the global outage, my starlink equipment would randomly start periods when it would just continually reboot, then it would stabilize, then continually reboot again. In between these periods, the starlink network itself would become very unstable.* I contacted support and provided the attached evidence (see tickets TIK-*******-*****-52 historical and TIK-DF-*******-*****-39. Support suggested the issue was not with the starlink network at various points (which I disagree with), then agreed there were some issues with the starlink network, and suggested that I replace my Starlink equipment. I disagreed that my starlink equipment was an issue, but nontheless, I replaced my starlink equipment with a new kit on September 6th, 2025. Subsequently to this, I am still experiencing significant outages linked to the starlink network.I would like to request that Starlink refund me the $201.49 that I spent on the kit, refund the Starlink service fees from July 24th, 2025 through now, and figure out what is wrong with the starlink network causing this. I asked that starlink provide me with a high performance kit to hopefully reduce or resolve these problems, but they have refused to date.Address: *************************************************************

  Business Response

  Date: 10/06/2025

  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-DF-*******-*****-39