Complaints

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:08/29/2023

  Type:Service or Repair 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 writing to address a concern regarding my Starlink service, which I have been using since February 27, 2023. My name is *******************************, and I have not experienced the expected GPS signal acquisition as indicated by the Starlink app.My Starlink unit is located at ************************************************, as shown in the attached picture. It has remained stationary since its installation and has not been transported. The Starlink antenna is securely mounted at a height of 25 feet on a designated mounting station, with no obstructions in the line of sight, as evident from the attached pictures. Despite following the app's guidance to acquire a GPS signal at both 8:15 am and 11:17 am, the signal acquisition has not occurred within the stated 15-minute window.I opted for the Starlink service due to my involvement in the gaming and technology industry, which demands high-speed internet with a minimum download requirement of 125 megabits per second. I am aware of the advertised monthly price of $120 for the Starlink home station internet plan, which not only offers a more affordable rate but also provides priority access. Regrettably, this plan was never offered to me, and I was not given the opportunity to subscribe to it. Choosing this plan would significantly enhance my internet speeds, which is crucial for my line of work.Currently, I am enrolled in a "home-mobile regional" plan, seemingly designed for users who are frequently on the move and travel with their units. However, my Starlink antenna and router are installed in a stationary location, providing consistent upload and download data. My question is why I am on the regional mobile plan, paying $150 per month, when I should qualify for the Home Stationary Plan at $120. This plan adjustment would likely address most of my connectivity issues, granting me the priority access that fellow home subscribers in my regional area benefit from.In my attempts to resolve this matter, I have reached out to Starlink Technical Support on multiple occasions. During these interactions, I emphasized the stationary nature of my setup, as well as the successful transmission of data. Despite this, I was informed that no internet service is available in my area at present and that it should become accessible in the near future.On top of this, I personally feel that Starlink takes advantage of new customers who are not familiar with how their system works. Since I wasn't receiving proper support from Starlink's technical support, in a desperate attempt to resolve my issues, I tried to find the home plan on the app myself. However, I was surprised with a charge of $456 in June 2023 and another charge of $452 in July 2023. I was forced to pay these charges to avoid having my service terminated, leaving me without any internet connection.Calculating the costs:The advertised yearly cost for internet: $120 * 12 months = $1,440 Stated cost I would be paying yearly: $150 * 12 months = $1,800 Actual amount I paid in lass than six months: $1,583.78 The Starlink app does not clearly explain the upgrade process. It lacks a confirmation toggle to ensure users are aware of their choices, and it fails to provide sufficient warning that such changes can lead to a threefold increase in their monthly charges. Unfortunately, Starlink's customer support offers no assistance in crediting or resolving such issues; it's essentially a "take it or leave it" scenario.As a customer, and I'm quite sure I'm not the only one who has encountered such notorious billing issues, I respectfully request that Starlink rectify this matter. I urge them to place me on a suitable home fixed stationed plan and credit my account for the overages due to the lack of transparency. I greatly appreciate your assistance in resolving this matter and ensuring that my Starlink service meets my expectations.Thank you for your time and attention.

  Business Response

  Date: 09/20/2023

  Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal TIK-******-*****-9.

• Initial Complaint

  Date:08/29/2023

  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.

  My husband and I put down a $99.00 deposit on 7/22/2022.My husband passed away 9/5/2022.Starlink has emailed and said they now have service in our area if we want it, if not, we can get the $99.00 refund.I do not want this service, and I want the $99.00 refund, but the debit card they are going to refund it to is to a closed account.I cannot get ahold of anyone to get a check sent to me instead.

  Business Response

  Date: 09/18/2023

  Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal TIK-1251874-71845-51

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20529942
  
  I am rejecting this response because:

  I do not have a Starlink account and they responded and sent me a link to login to my account and provide them documents.

   

  if I dont have an account, I cant login to provide anything.

   

  Additionally, they did not tell me WHERE they sent the $99, but they want a letter on bank letterhead.  
  

  1.  Starlink needs to provide me an email address of someone I can correspond with.  NOT A LINK TO LOG IN TO AN ACCOUNT I NEVER HAD.  This was my deceased husbands venture.  I dont have login stuff.  

  2.  Starlink needs to at least provide me the name of the Bank (I assume its USBANK, but not sure).  
  

  3.  Starlink needs to provide me the last four digits of the account number they sent the refund to.  

  
  Sincerely,
  
  **************************

  Business Response

  Date: 09/27/2023

  Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal TIK-1251874-71845-51. Refunds are processed to the original payment method on file, in this instance **** ending in 7238. 

  Customer Answer

  Date: 10/25/2023

  Starlink states they refunded $99.00 to my deceased husbands **** card on 8/26/2023. I have confirmed with USBANK the account is closed and there is NO WAY a refund was issued, as it wouldve been rejected.

  Business Response

  Date: 10/29/2023

  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 Ticket Numbers TIK-1251874-71845-51 and TIK-1373882-57053-50
  
  

  Customer Answer

  Date: 11/10/2023

   
  Complaint: 20529942
  
  I am rejecting this response because:

  They have not issued me a check.  

  I provided PROOF I couldnt have and didnt receive the $99 refund to our account because it was closed ten months earlier.

  I provided them that information, but I HAVE NOT received a check, NOR have they said one has been issued.

  Sincerely,
  
  **************************

• Initial Complaint

  Date:08/29/2023

  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 found that **************** is NON-EXISTANT . ********************** Should be held accountable for having a Web Site that can do nothing more than take a DEPOSIT. I have been in a run around with this for over 2-1/2 Years ! I made my initial deposit during the Initial Launch and never received my equipment due to the fact they took so long to process my order my original cedit card on file has expired ! And they cancelled my equipment shippment due to non-payment, I have never been contacted in advance, just the fact later that my order was not fulfilled . I wore myself out trying to get a refund, but since the original card number expired it was impossoble to change it because I had an account but was not an existing customer ? I figured it would eventualy work out and trusted I would be refunded. Then, I Re-Submitted another order and gave another Deposit in June of 2023 for another $100.00 ! ( Card Exp. **** ) Now on 08/25/2023, I received an email stating I have 7 Days to Confirm the Order, if not, it would automaticaly cancel if no reply or confirmation was made. At this point, I chose to CANCEL My Order and receive a refund for my deposit with the confirmed Credit Card on file. We will see how this works out... I have worn myself out beforehand, the first time and got NOTHING ! Now, again I made a full attempt at resolve and have found **************** abilities on the Web Site / Account Page are the same as before, NO HELP ! I even called multiple 800 numbers avaiable and only reached ONE LIVE OPERATOR and they stated that I would have to contact them directly. ( What B.S.) ************ needs to be held accountable for not providing support to Future or Existing Customers. And in parting, my additional research confirms that far too many others are experiencing what I am describing. At this point, I am glad that I didn't waste another $599.00 ( Non-Refundble ? ) to purchase the equipment that has barely a 1.2 STAR Rating. Please help. Thank you, **********

  Business Response

  Date: 09/18/2023

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

• Initial Complaint

  Date:08/28/2023

  Type:Service or Repair 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.

  Today, August 28, 2023, my internet was disconnected. Upon further investigation I found that my account was billed for my monthly internet access last week, but today I was billed an additional $634.79 and received an email about not returning Hardware. However nothing was shipped to me, and I didn't order anything. The invoice I try to download through the app says "error". I submitted a ticket through the app and haven't heard anything back. I work from home and this is completely unacceptable. I expect the company to refund .y $634.79 and also credit $120 for my monthly bill since I didn't receive the service I was promised.

  Business Response

  Date: 09/04/2023

   Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal TIK-*******-*****-56.

  Customer Answer

  Date: 09/04/2023

   
  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:08/28/2023

  Type:Delivery 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.

  On 03/08/23 I pre ordered starlink internet. Around a month ago my pre-order account status was noted as closed. I have not received my internet equipment and starlink has not refunded my money. I have spent countless hours trying to find contact information and was informed that it is impossible to contact them about a pre order error.

  Business Response

  Date: 09/16/2023

  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-*******-*****-40

• Initial Complaint

  Date:08/25/2023

  Type:Service or Repair 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 on the wait list for Starlink for over 1 year and have put down a deposit. I finally received confirmation that Starlink is in my area. I was instructed to confirm and pay for the product, which I attempted to do several times with several different cards, but it keeps giving me error codes. In the email, it states that if you need assistance to click on the thumbs down to submit a ticket, since we are not customers yet, but there is no thumbs down icon anywhere. There is no phone number to contact anyone and after a year and a half of being on the wait list, I have six days to confirm and pay. Which the site will not let me do. I need to be contacted by someone from the company so that I do not lose my spot.

  Business Response

  Date: 09/04/2023

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

  Customer Answer

  Date: 09/04/2023

   
  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:08/25/2023

  Type:Product 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 ordered Starlink and no where on it does it say it will not work in overcast cloudy days. I live in ******** and the first day I got to 60 mpbs. After that around 30. On a rainy day at ****. I need 50 to work from home. So it works totally on weather conditions despite its website saying it still works normal in all weather. I cancelled the Starlink I had for 2 weeks TODAY on 8-14-23. I didnt know it but the billing cycle starts on 8-15-23 for a month. They used the 8-15-23 as my cancellation date so I am getting billed for a whole month that I cancelled for. Also, there is no price on shipping costs to send back and they gave me an email return label for fed ex but how much? Its not on the website. I spent $684 on the kit, $26 for the accessory and want to know how much they are going to charge me to ship it back to them. I also should not be paying for any billing cycle as they will see I only installed it for 2 days. Please help me get them to not charge me for a billing cycle and I want to know how much the shipping is. Thanks

  Business Response

  Date: 09/13/2023

  Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal TIK-*******-*****-37.

  Customer Answer

  Date: 09/13/2023

   
  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:08/25/2023

  Type:Service or Repair 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.

  Submitted $99 as deposit for service in 2021. Service never came so requested refund April, 2023. Refund was submitted to a canceled credit card. I contacted Starlink about the cancelled card and never receiving a refund. They claim on the website that refunds will still go through even if the card is cancelled, but this is not the case. It also states that if it didnt go through then you have to obtain a bank letter. I went through the process of getting a bank letter that star link requires to show the card had been cancelled. This letter is on bank letterhead, has customer information signed and stamped, and it says that the account has been closed and the refund has been rejected. The website for Starlink says to contact customer service, but there is no way to do so. I now have no way of contacting star link. I have no way of giving them the letter. The refund has not been received. No additional attempt has been made to send the refund, and I cannot get in touch with anyone. Because they closed the ticket and because we are no longer customers, it wont let us open a new ticket. There is no email address or phone number to contact anyone.

  Business Response

  Date: 09/04/2023

  Thank you for bringing this to our attention. A Starlink associate has reviewed this case is being addressed on internal TIK-*******-*****-46.

• Initial Complaint

  Date:08/23/2023

  Type:Billing 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.

  On Monday August 20,2023 I noticed a charge on my bank card for $2,817.75.From StarLink internet it currently says pending Sunday ,August 19,2023.I dont know anything about this company.Im not a customer,I dont have an account,I didnt sign up with StarLink and I didnt order and or purchase any products or services from them.The credit card wasnt stolen.I dont understand how or why StarLink -internet is charging the credit card.This is fraud charges to the credit card.I dont know who this company is or anything about their services.There is no contact information for StarLink like customer service phone number or email.I only found a mailing address in **********.

  Business Response

  Date: 09/12/2023

  Thank you for bringing this to our attention. Very sorry to hear you are receiving charges from an unauthorized purchase and/or service. We looked up your details in our accounts portal to see if it was linked to any existing account and to your point, this is not the case. As we are unable to locate where this transaction was made based on the details provided, we would strongly suggest for you to contact your bank and submit a claim to ensure you receive your funds back as soon as possible. 

• Initial Complaint

  Date:08/13/2023

  Type:Service or Repair 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 purchased a product called Starlink from SpaceX and the company will not abide by there own warranty policy and they have a support service that is texting only no phone number contact and with no reply for upto 5 days Ive tried every available option as a customer possibly can there system made a mistake when activation of my starlink kit300840908 in December 2022 now it I cant access on the account I activated it on which makes it useless and 4 weeks of trying texting there support team has not helped at all I send a message daily and they send the same message and close the work ticket daily they have very poor customer support nothing they have done has fixed the issue

  Business Response

  Date: 08/17/2023

  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-*******-*****-45. Customer is reaching out through a secondary account, therefore warranty in question will not apply. We ask that the customer submits a support ticket on the correct account, in which we will begin with the troubleshooting and resolution process. "