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:08/20/2025

  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.

  I ordered a Star Link and received it. On August 7th I placed another order for the mounting bracket that I need. ********* says they have shipped it and they gave me a tracking number. ***** says that they have not received it for shipping. I keep getting the run around. I just want to receive the parts that I have ordered. They have already been paid for it!

  Business Response

  Date: 08/22/2025

  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-*******-*****-25

• Initial Complaint

  Date:08/20/2025

  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.

  Our Starlink internet is down as of 8/18/2025. The dish was damaged in a hail storm. We have tried to contact Starlink via their stated process to get support. We entered a ticket on the app on 8/18/2025. No response on how to get replacement part. We called a local wireless repair company on 8/19/2025 who stated the only way to get replacement is through a ticket with Starlink. We sent a message on the Starlink app on 8/19/2025 asking for a status on our ticket. No response. We called Starlink on 8/20/2025 during business hours and could only leave a voicemail. When you count on internet for your daily life and communications this is unacceptable service.

  Business Response

  Date: 08/22/2025

  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:08/18/2025

  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.

  I use Starlink ************** on a trailer for work at music festivals. My plan is $165/month. Despite this, my company card was charged $480 flat on July 6, 2025 and again on August 6, 2025. These charges are not reflected in my Starlink invoices or ******************************* customer service has repeatedly told me they cannot find these charges in their system. I already replaced my card, yet the unauthorized $480 charges continue. I rely on this service for my job, and these charges are causing financial and professional problems.Desired Outcome:Refund of both $480 charges Written confirmation that my account will only be billed $165/month Assurance that no future unauthorized charges will occur Assignment of a U.S.-based billing contact for direct resolution Attachments:Starlink Billing Package PDF (cover sheet + timeline)Supporting screenshots from bank and invoices

  Business Response

  Date: 08/22/2025

  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-*******-*****-65

• Initial Complaint

  Date:08/18/2025

  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.

  Hardware returned ******** ************ Amount owed: $61.74 Order number: ORD-*********-*****-71 Order placed: 7/1/2025 This is regarding SpaceX's Starlinks deceptive, manipulative, possibly illegal actions and false ******************* does not like issuing refunds, they make ordering a breeze but returns a nightmare. Company will not reply, update or refund me. Company advertises a full refund if you cancle within ************************************************ reply with a completely irrelevant response that has nothing to do with my refund status. All customer support agents are outsourced and trained to keep you running if you to try and cancel or get money back. After seeing the amount of complaints, I am convinced this is a scam after making multiple attempts to reach anyone from the Company.

  Business Response

  Date: 08/24/2025

  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-*******-*****-58

  Customer Answer

  Date: 08/25/2025

   
  Complaint: 23761397
  
  This has not been resolved.

  I have not received a full refund from this company and would like to keep this complaint open until I confirm I received my refund.

  I received no official refund notice, the companies ticket support have already been proven to be trained or incentivized to be deceptive so I unfortunately can't "take their word" at this time based on my previous experiences with the company.

  Until my full refund is in my account, this is an active complaint.
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 09/08/2025

  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-*******-*****-51

  Customer Answer

  Date: 09/15/2025

   
  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.

   

  *They finally refunded thanks to the BBB
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:08/15/2025

  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.

  On May 26th of this year, my Starlink Internet satellite system was hacked into by offshore hackers. According to Starlink support, they allowed 47 devices to attach themselves to my account and then locked myself AND starlink support out of the account. Information as to who, what and where the devices were located that used my account became inaccessible. I do NOT have 47 devices to connect to ********************** WiFi !. I had 2 tv's, 2 cell phones one ROKU and on occasion, 2 computers. We do not have kids or grandkids to use the connection either!When I asked starlink support what can be done about this, they merely replied, "pay the $800.00 for excessive devices or purchase all new equipment to the tune of $654.00 (including tax)." Neither of which I can or will do. Out where we live, we are extremely limited as to what we can use as an internet connection. There is no cable or fiber optics available and other satellite systems leave a lot to be desired. My computer was also destroyed in the hack and my (now closed) email address associated with the starlink account was hacked into and taken over by the hackers. That NOW CLOSED email address WAS (past tense) ****************** !I would like Starlink to cancel that $800.00 they are saying I owe for excessive devices and send me all new equipment immediately! Once this is done, I will consider this issue resolved ! The sooner the better!

  Business Response

  Date: 08/18/2025

  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-*******-*****-58

  Customer Answer

  Date: 08/19/2025

   
  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. However, I will be contacting them again today 08/19 to make a change to the equipment they are replacing my system with, as the one they are sending will not mount adequately on my rooftop. 
  This case needs to remain open until this issue is completely resolved to my satisfaction. I will let you know when I feel the issue is completely resolved.
  
  Sincerely,
  
  ****** J *****

• Initial Complaint

  Date:08/15/2025

  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 for my seasonal site at *******************. It kept saying obstruction so I couldnt find a line of site. I thought maybe I had to activate it and that was the issue so I activated it but it still didnt work. I never got to use it. On 07/15/2025 I requested a starlink return label and shortly after returned the equipment. I received a suspension notice on 07/20/2025. I sent a message stating this has been cancelled because it didnt work and the equipment had been returned. I have since been asking for a refund. I keep getting a chatbot so I sent an email directly to Starlink and still havent heard back. I paid $438.89 total. I would like my refund. Starlink just keeps telling me suspended due to not paying a bill and disregarding my requests. I dont have the starlink and now I am out money too.

  Business Response

  Date: 08/18/2025

  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-*******-*****-46

  Customer Answer

  Date: 08/19/2025

   
  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:08/08/2025

  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.

  My Starlink was hacked and I cant get any info from it and my email was hacked with my phone number so I gave administration to my son inlaw with his and email ***** ***** to try to keep it from hackers because they had my info to get in the satellite and I cant get in or own it anymore bc it was blank when I open it on app after turning it off for a few days. I cant call your company or get in touch them. Please help bc they hacked the satellite and got into my phone. I saw them on it and paused them. But I just cant get a hold to anyone to explain my account problems. My new number is ************. My new email is ********************* I have no control over my old emails or phone so I had to get all new including my banking account. I would really like to get a new Starlink account to get back in for my sons homeschooling. Thank you

  Business Response

  Date: 08/18/2025

  Thank you for bringing this to our attention.
  Based on the information provided, we were not able to locate a Support Ticket submitted on the customer account. In order for a ********************** associate to begin the resolution process, we ask that the customer please submit a request by logging into their Starlink Account and submitting a support ticket via the *** page. If a ticket has been submitted, please provide the internal Ticket number (Example Format: TIK- xxxxxxx-xxxxx-xx).

  Customer Answer

  Date: 08/18/2025

   
  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,
  
  ******* *****

   

  I got back into my account and it was taking over.  I lost all my emails and phones due to the hacker and I made a new one. I also did report it on Starlink app.  I believe the hacker was the one that received the ticket I made.  I unplugged it in and out 6 times and reset the satellite and got back in because of that.   Please find a way for someone who gets taking over to be able to get the help they need without a ticket.  You cant do anything if they take over or have all your information.  Luckily I change administration into my son in-laws email and phone before I turned it off and got it back from the hacker before I unplugged it.  

• Initial Complaint

  Date:08/07/2025

  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 bought a starlink device in order to work remotely from *********. I activated the device from a remote farm house in May 2025 under the account with the email **************************** and we discovered that the upload speed was so slow, it was less than 10mbps, and we could not work remotely using the starlink. That was my whole purpose for buying it because the speed I was told would be at least 30 upload or more, and it was not. I tried it for 24 hours to let it get up to the best speed, but it never got upload more than 4 or 6. Always less than 10. So I immediately canceled the service and sold the device to someone who wants to use it. Then, after moving away from *******, the new owner cannot activate service on the device and ************************** number told me that I have to pay $299 to release the device as a cancelation fee OR to pay $299 for a reactivation fee. The entire premise of the device and its speeds was fraudulent. I trusted the online promises of speeds, and I had never been told about these fees - at all. These hidden fees, plus that the device was ultimately useless given the true speed it obtains have been nothing but a fraudulent experience and misrepresentation. I request full reimbursement for the starlink device $500 plus of the cancelation fees $299, for a total of $799.

  Business Response

  Date: 08/08/2025

  Thank you for bringing this to our attention.
  Based on the information provided, we were not able to locate a Support Ticket submitted on the customer account. In order for a ********************** associate to begin the resolution process, we ask that the customer please submit a request by logging into their Starlink Account and submitting a support ticket via the *** page. If a ticket has been submitted, please provide the internal Ticket number (Example Format: TIK- xxxxxxx-xxxxx-xx).

  Customer Answer

  Date: 08/12/2025

   
  Complaint: 23715346
  
  I am rejecting this response because:

  I called on the phone and was told I cannot avoid paying a $299 fee so I stopped and asked BBB for help. The service was never fast enough as advertised. We lost $500 because we couldnt use the Starlink as advertised plus the $299 threatened fee. We are trying to help the new owner start service.

  here is the Ticket number 

  TIK-6132863-36898-61
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 08/22/2025

  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-*******-*****-61

  Customer Answer

  Date: 08/28/2025

   
  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.
  
  The device still never delivered the upload speed advertised or as indicated in the app. It was unusable for me and a complete waste of $500. But the new owner is now able to use it. 

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

• Initial Complaint

  Date:08/04/2025

  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.

  Hello, I set up an account with ********************** at $50 per month while in ***** on June 22, 2025. On June 28, 2025 an attempt to charge me $173.17 but failed I am still not clear what it was for but soon after that I was successfully charged $211.40. On July 25, 2025 I was charged $613.17 for an apparent upgrade that I was unaware of and thus could not have authorized I would like to highlight that the most expensive plan listed is for $440. I reached out to Starlink about the discrepancies after waiting some time for a response, I was given a refund for the charge made June 28, 2025 in the amount of $211.40 but denied the refund of $613.17 received July 25, 2025. While I am appreciative of receiving a refund for the charge made on June 28, 2025, I am not satisfied and very concerned about the changes made to my account unbeknownst to me and having paid so much money in such a short period and not receiving a full refund. I have asked for assistance with adjusting my account to reflect what I signed up with but did not receive a direct answer to that, I have since canceled my subscription and would also like help with the next bills amount. I look forward to coming to a resolution for this issue. Thank you P.S. The request to have the conversation to continue in English is because my daughter was acting on my behalf and does not speak French.

  Business Response

  Date: 08/08/2025

  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-*******-*****-55

• Initial Complaint

  Date:08/04/2025

  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.

  Starlink suspended my account on July 17, 2025, and demanded a government-issued ID to restore servicewithout providing any reason. Im a U.S. residential customer who does not travel abroad. I asked for clarification and alternative verification multiple times and received only vague, canned replies. After 13 days, I was finally given a generic explanation citing "international trade laws." I have not violated any terms. *** invested significantly in Starlink equipment, including a second (unused) dish. With my account suspended, this equipment is worthless. I want my service restored without invasive ID requirements, and I request an explanation, flexibility, and respect for customer privacy.Full Complaint is ATTACHED

  Business Response

  Date: 08/08/2025

  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-*******-*****-74.