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:06/15/2023

  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 bought a star link satellite for my son. Tried to set it up, the equipment number says invalid. We sent in a an inquiry. After several weeks, we have received no response from Starlink. We also discovered that star link does not have a customer service phone number. Nor does it provide any technical support.

  Business Response

  Date: 08/03/2023

  Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that there is not enough specific or adequate enough information in the case to assist the customer.  If the issue has not been addressed or fully resolved through the Customer Support application, please provide the full Starlink account # or internal Ticket number.

• Initial Complaint

  Date:06/14/2023

  Type:Order 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 April 24th I contacted starlink because my modem had quit working. It took them 5 days to respond to me. And another 5 weeks to send me a replacement modem. Finally got the modem and it doesnt work either.

  Business Response

  Date: 07/03/2023

  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-******-*****-99.

  Customer Answer

  Date: 07/03/2023

   
  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:06/14/2023

  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 purchased STARLINK for my boat in March 2023 with the Roaming plan ($200/monthly), and for approximately 1 month the system worked great. Then in April 2023 STARLINK sent out a notice that to continue to use the STARLINK on boats, an upgrade to the Maritime/Mobility - 50 GB package was required. I immediately upgraded and was charged an additional $85 for the remainder of the month. Shortly thereafter, while in the middle of the ocean I received a notice that I needed to upgrade to the Maritime/Mobility package in order to keep using the system. I immediately emailed them and told them that I had upgraded and was charged for the upgrade - they ignored my email and simply closed my request for assistance. I reopened the case again pleading not to disconnect my service in mid ocean. Regardless, they disconnected my service several days later. And, again charged me for the next months service. The system never continued working. When reaching land I contacted them and told them that I no longer wanted their system since I purchased a competitors since they had broken their contract with me. They sent me an RMA to return the system. In subsequent emails to them (which they have stopped responding), they said they would give a partial refund. I sent them a video showing the antenna was full of water and may be a reason it fails to work. They will no longer respond! I would like two things from STARLINK:1) A complete refund for the system once it is returned to them 2) A refund of the $85 upgrade I purchased which they never applied to my account since it stopped working.While there is a lot of potential with this system, the customer support is non-existent. I am very dissatisfied and what they did to me was very dangerous by cutting my access mid ocean even though I paid for the Maritime/Mobility package.I have copies of all the emails I have sent with their few responses - all under my STARLINK account of ******************** (*******************************)

  Business Response

  Date: 08/03/2023

  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-*******-*****-43.

• Initial Complaint

  Date:06/13/2023

  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.

  Starlink send me an promotion email on May 11,2023 for the new priority plan and flat high performance equipment, I tried many times to click the link on that email by May 31 ( the deadline of that promotion) and it looks like the order was placed (see the photos below, I only screenshot one but actually I did try to order at least 5 times) but I never receive the email from Starlink. Theres no way I can contact their costumer service. Finally,On May 28th, I send first ticket to them but no any response except automatic reply until I send second ticket on Jun 11 then someone closed the first ticket. Then the customer service is very rude and just want to close the ticket by told me that the promotion is end and they cant help anything. By the way, I did buy the $600 Starlink last year and thats why I received that promotion email. But that Starlink stop working after it past its warranty time.This is my very first time to write a complain since its so unacceptable. I didnt even complain their first equipment is not working for a few months short use . Also, for that broke Starlink, they start to charge the bill even that equipment has never connect to internet. Its the worse customer service experiments in my life.

  Business Response

  Date: 06/20/2023

  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-******-*****-98

• Initial Complaint

  Date:06/10/2023

  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 bought a starlink system about 5 months ago and everything was working fine. My system is set up in my house in ********. I got a notification saying my payment didn't go through so I checked my card and all was good on my end. I let customer support know and after 2 weeks I was told I need a ********* citizen ID card. I told them I have a cedula extranjeria and that it is not possible for me to have a ********* citizen ID card. I was successfully charged for my equipment and 3 months of service now I tried to pay and my payment isn't accepted and they put afraud alert on my account. I have been dealing with customer service to no avail for approximately 4 weeks now.

  Business Response

  Date: 06/20/2023

  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-938411-19248-0.

  Customer Answer

  Date: 06/20/2023

   
  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:06/10/2023

  Type:Sales and Advertising 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 started the starlink service off a waitlist under best effort service. The service is low speed, with the promise that if more availability for higher service were to open I would get automatically upgraded. I was being charged 140$/month, the same price for standard high speed service while obtaining much lower speeds.Starting December 2022 spaceX made ads about rural services, with a promotion discounting their satellites and advertising expanded service areas. At this point my address showed availability for higher service. I was anticipating an automatic upgrade.Come June 2023, I still have no upgrade. I file a service request describing this, and using spaceX own website, it shows the same address of my service currently on best effort as being available for full service. This was met by a representative replying (likely a copy paste response) saying my service area was full and I still had to wait - all this person had to do was to type my address in their website to see this was not true.Therefore; I resorted to transferring my service to another email address under the same address and now have full standard service. In that process I lost 1) 140$ in subscription fees having needed to cancel on one account to activate the other 2) I paid 140$/month for several months under the promise that I would be upgraded when service was available and this not occurring: I feel like I was deceived by this best effort and expect a monetary compensation for the subscription fees paid under the false guise that my subscription would be automatically upgraded.

  Business Response

  Date: 06/26/2023

  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-*******-*****-42

  Customer Answer

  Date: 06/26/2023

   
  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:06/09/2023

  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.

  Starlink internet has been down for 2 weeks. **************** is unreachable. If they respond at all it is about 1 week after the initial contact. I finally heard back and they said they would be replacing my equipment. They have not done so. They continue to close the complaints I re-open and will not resolve the issue.

  Business Response

  Date: 07/25/2023

  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-******-*****-16.

• Initial Complaint

  Date:06/09/2023

  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.

  We purchased Starlink satellite internet from SpaceX in February of this year for $640.93 with a monthly service charge of $120 for satellite internet which includes a 2 year warranty for equipment malfunction. On May 23 2023 our services stop working due to equipment malfunction. Starlink does not offer any type of phone support and only offers support through their messaging portal. I have messaged them numerous times with no response to help troubleshoot my issue or replace the equipment under warranty. Only an automated response that states they are working to resolve my issue. It has been almost 3 weeks that we have been without internet and they are still charging us the monthly fee and not offering any support to get our issue resolved.

  Business Response

  Date: 06/19/2023

  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-******-*****-2.

• Initial Complaint

  Date:06/07/2023

  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 ordered the Starlink device as a gift and had no intention of a subscription as it would not be used for months. I contacted support BEFORE I was ever billed, yet they closed my ticket without resolving and continued to bill and keep subscription active. I tried pausing before active but it would not let me do so for another month (the device is still in the box!). I tried cancelling but the option is not on the webpage at all. I tried contacting support again but they have an error saying volume too high so see articles. Cannot reach anyone, anywhere, and the ticket I reopened has been ignored since mid-May. I want my money back as I purchased the device with ZERO intention of activating the subscription for months. I have been left with zero option and have had my money taken with no response while I clearly told them I did not want it yet was ignored and stolen from anyways.

  Business Response

  Date: 06/16/2023

  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-******-*****-94.

• Initial Complaint

  Date:06/05/2023

  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.

  ******** sent us a new receiver dish to fix some problems we were having with their internet. However, they did not activate this new receiver so when we installed it, the internet wouldn't work. After reaching out to their support team multiple times over a two week span we are lucky to even get a response let alone one that is not just a copy pasted message that does not answer our question. We are currently paying for a service that does not work and Starlink customer support is doing nothing to resolve the issue. As mentioned above, it has been over two weeks since we first reached out to them with no help provided. We just want them to respond and correct the issue so we can once again use the service we are paying for.

  Business Response

  Date: 06/14/2023

  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-******-*****-10.