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:06/05/2023

  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.

  On March 14th I paid for my StarlinkX internet package and all equipment. I have received the kit but I did not receive the power cord for the Wireless router. I have requested 4 times to have them send me the power cord- and 3 times they answered and the status shows preparing shipment, and the 4th request has not been answered. It has shown this status for 2 months now. I am very upset about their horrible customer service. There is no phone number or email address to contact anyone. Will you be able to assist me in this matter? Thank you in advance.

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

• Initial Complaint

  Date:06/03/2023

  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.

  We have had no internet service since 05/18, this is also a he date of first help ticket being added though Starlink system. I have since added a second ticket , which was promptly closed by Starlink advising it is a duplicate and they would respond to first ticket which never happened. I have also since added a customer complaint ticket today. We have completed all the trouble shooting steps and have replaced cable between router and dish, nothing we can do from our side further.

  Business Response

  Date: 06/12/2023

  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-******-*****-4.

  Customer Answer

  Date: 06/13/2023

   
  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:05/31/2023

  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.

  Exercised my option to get my deposit refunded and cancel order. No customer service only can create ticket. No response at all for over 2 months.

  Business Response

  Date: 06/01/2023

  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:05/27/2023

  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.

  For months my service has been outstanding! Been very happy with starlink speeds but their customer service is a joke. You cannot call, email, txt, nothing. You just submit a ticket into the void and hope someone answers back. I have been trying get my service back up. It's been 3 days and no answer. I checked everything their auto reply troubleshooting guide says to do but with no luck.

  Business Response

  Date: 06/01/2023

  Thank you for bringing this to our attention. A Starlink associate has reviewed this 3case and determined that this issue has been addressed/resolved on internal TIK-******-*****-0.

• Initial Complaint

  Date:05/27/2023

  Type:Sales and Advertising 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 Starlink system quit working and trying to get a response or help with customer support is taking a tremendous amount of time. They copy/paste answers/questions once a week in their responses. This has been going on for over 2 weeks now and they simply won't respond. In the past 2 weeks they have responded twice, once to my original problem and one more follow up question that had already been answered previously. I am totally without internet and they seem to be totally oblivious to my problem, if not completely heartless. I have also filed a complaint with the *** with no response.

  Business Response

  Date: 06/01/2023

  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 as we are unable to locate him based on the email provided. 

  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 for the issue in question.

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 20112150
  
  I am rejecting this response because:

   

  My account number is ********************

  is it assigned to my email address :  ************************
  
  Sincerely,
  
  *************************

  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 internalTIK-******-*****-0

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20112150
  
  I am rejecting this response because: There is still monies outstanding that i have not been reimbursed for. It is a shame I had to end up closing the service because of your inability to fix it. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/25/2023

  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 and received a Starlink dish and router. We never received an email to set up account. Installed the equipment with hopes of getting the equipment to work, but without a valid email within their system, the app used to set up the router would not work. There is no way to submit a ticket for assistance without a valid email address within their system. Within an hour of powering up the equipment our credit card was charged for the 1st month of service. We would like resolution to this issue.

  Business Response

  Date: 06/29/2023

  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.

  We were unable to locate an account with the customer name, email or phone number used on this claim. 

• Initial Complaint

  Date:05/25/2023

  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 purchased Starlink because I live in a rural fire area and having this internet provider allows me to maintain internet during PSPS events. Just over a month I have an issue with the router, and Starlink has provided no customer service to resolve my issue. I have not heard from anyone. Some customers say online that they havent heard from customer service in 5 weeks. Im coming up on a week, and very disappointed in Starlink. What also irritates me, If I remove the product Ill have to keep the satellite on my new roof where I installed the product or repair the roof. Im frustrated because it can be resolved so easy.

  Business Response

  Date: 07/07/2023

  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-*******-*****-40.

• Initial Complaint

  Date:05/25/2023

  Type:Sales and Advertising 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.

  It is so frustarating. Sometimes Starlink service works others it doesn't like today is one of those days. It has been down all day and we have tried everything. Nothing works. I have emailed and tried to call no one will respond. THERE IS NO CUSTOMER SERVICE OR TECHNICAL SUPPORT YET THEY TAKE MY MONEY EVERY MONTH AND JUST HAD AN INCREASE OF PRICE. We need help. We would like technical support or our money back I will find a different service. Very disappointing that ***************** has taken advantage of their customers and treat us as though we don't matter.

  Business Response

  Date: 06/26/2023

  Thank you for bringing this to our attention.

  After looking into the account, we are unable to locate any inquiries from you regarding the issue based on the time this complaint was submitted. The last inquiry from you was on 5/22/23, internal Ticket TIK-******-*****-1. In order for our team to take necessary troubleshooting steps, we ask that you please submit a support ticket regarding your issue as soon as possible. Our team will run necessary health tests and assist with a resolution. Thank you.

• Initial Complaint

  Date:05/25/2023

  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.

  Our Starlink internet has been offline since May 6th. We followed all of the trouble shooting steps they recommended, but it did not fix the problem. We then submitted a ticket to their Customer Support. We got an email saying they received our ticket, but no other communication since. I have updated our ticket daily letting them know were still offline, still no answer or any indication of how long well need to wait to get an answer. We would appreciate help resolving this issue with Starlink as submitting a ticket to their customer support is the only communication option they offer. Starlinks poor customer is disappointing, especially since we pay $120 month for this service.

  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-******-*****-19.

• Initial Complaint

  Date:05/22/2023

  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 requested a $99.00 deposit refund over a month ago. It took 2 1/2 weeks for them to even respond to my initial inquiry. Once they did they said my bank "denied" the refund. I contacted my bank and they stated there was never any attempt to refund my money. I responded to Starlink with this information and they said they would "check with their processing center" and I have yet to hear back from them. I've messaged them two more times, no response. TERRIBLE customer service. Thank God we decided not to use them. I can only imagine the customer service if you have internet issues.

  Business Response

  Date: 05/29/2023

  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.