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:08/03/2025

  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.

  Since November 2024 our internet with starlink continues to get disconnected during work calls and work meetings. **************** does not communicate via telephone so everything is via text. In November 2024 we received the the 'mesh' as the starlink *** stated this would help NOT get disconnected (ticket number 2970203-50596-46). It was installed and still getting disconnected and they charged us ******, no monthly adjustment at all. Never received a follow-up call or text to help fix this ******** May 2025, still getting disconnected (ticket number 4861563-30928-53), the *** gave us a one time credit to our account but NO help. Continued to get disconnected on work calls and work meetings. The ***s closed our ticket and did not resolve this ******** June 2025, starlink shipped a new router without any instructions on how to install it. The *** stated the new router was needed as the old one was bad. My husband and I tried to install it but did NOT work (no connection at all) so we had to reinstall the old router. Ticket number 5115205-34917-41, account was not *********** July 2025, ticket number 5740957-24258-56, employee **** stated he was transferring our case to a specialized team and texted a link on how to remove obstructions from the mount spot. We were asked to cut trees. We CANNOT cut trees as we have to ask the city for permission to cut these. Today is 03August, and employee ****** (same ticket number) is ready to close this ticket and AGAIN NO resolution.This is starlink's problem for installing the mount in the wrong spot and they drilled a hole on the side of my house. We will NOT allow anymore holes anywhere on our house.This is a serious issue as my husband and I work from home and continue to get disconnected from the internet. Starlink's employees always close the tickets without any resolution.Starlink needs to fix the position of the mount and credit our account on a monthly basis.

  Business Response

  Date: 08/03/2025

  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-*******-*****-56

  Customer Answer

  Date: 08/04/2025

   
  Complaint: 23693562
  
  I am rejecting this response because this issue is not being resolved. AGAIN, our account has to be credited and you need to send your technician to look at the mount. We will NOT allow any additional drilling on our house.
  
  Sincerely,
  
  ******* ****

  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-*******-*****-56

  Customer Answer

  Date: 08/15/2025

   
  Complaint: 23693562
  
  I am rejecting this response because Starlink has not called me to schedule the appointment for the technician to come out. They continue to close the tickets and NO resolution.
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 08/31/2025

  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-*******-*****-56

• Initial Complaint

  Date:07/31/2025

  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.

  I have satellite service through this company which is called starlink. It quit working and they refused to call you, they have no number to call to talk to them. They expect you to send ticket to them but they never respond about fixing the issue. Won't call you and won't fix it but charged me 120 for the month and won't do anything to fix it

  Business Response

  Date: 08/03/2025

  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-*******-*****-54

• Initial Complaint

  Date:07/31/2025

  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.

  On 7/24/2025 Starlink had a global outage which hindered my fiancs ability to work from home. She lost out on income for the day as she also takes care of our child, cannot leave the house, and we depend on Starlink because we have no cell service in our area. Starlink has done nothing to resolve that issue of loss of income. Since that date, we have had connectivity issues, such as high ping, 0 throughput, and high latency. I have been trying to contact Starlink support for almost a week now with no answers or even messages back. I need our internet to work so we can work, watch tv, stream, and game. Starlink needs to fix this issue, or repay us our last 2 months of service so we may cancel and find another provider.

  Business Response

  Date: 08/03/2025

  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-*******-*****-38

• Initial Complaint

  Date:07/31/2025

  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.

  Purchase the Starlink unit. Installed on roof subscribed to monthly subscription. It would not work. Kept dropping signal. Contacted Starlink. They said we should our subscription. Could not return the unit. Tried to sell it and now were being told. This unit will not work with anybody else. This was not discussed or part of the contract on the subscription. I want reimbursed for the $350 purchase price.

  Business Response

  Date: 08/08/2025

  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)

• Initial Complaint

  Date:07/31/2025

  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.

  I paid them to install Starlink and they connected me with a third party provider directly. However, this installation provider put nails in my NEW roof and when I called and emailed have failed to respond to me at all. Starlink should not be connecting and it's assumed vouching for this third party provider (***********) if they are going to do such terrible work and refuse to respond. My roof is NEW. I want the nails taken out and that portion of the roof replaced and fixed properly by a LICENSED roofing company.

  Business Response

  Date: 08/03/2025

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

  Customer Answer

  Date: 08/03/2025

   
  Complaint: 23679621
  
  I am rejecting this response because: I have not heard back from either Starlink or the *************** company. My roof still has screws in it and no solution has been brought to me. I want my roof FIXED. I have received no responses regarding the matter from Starlink or it's third party installation company beyond "that *****. We're sorry to hear that." which is NOT a solution or good enough. My NEW roof has HOLES in it. I want this FIXED by a licensed roofing company.
  
  Sincerely,
  
  Kinaole ***

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

  Customer Answer

  Date: 08/14/2025

   
  Complaint: 23679621
  
  I am rejecting this response because: I have still not had anyone out here to look at the roof, let alone fix it. No attempt has even been made to get this scheduled.
  
  Sincerely,
  
  Kinaole ***

• Initial Complaint

  Date:07/22/2025

  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.

  My equipment has stopped working after a lightening storm. The dish was plugged into a surge protector and I have worked through all troubleshooting as requested via online chat with customer service bot. There is no visible damage and I have checked the power supply. My equipment warranty expires in a few days and would like to have it replaced prior to this for obvious reasons. But since the last message with the company I have had radio silence! I have a travel worker and need the internet. From my search the company does not have an available human to speak too and I do not know what further steps I can take but am still currently paying for a service I am unable to obtain bc of faulty equipment.

  Business Response

  Date: 07/25/2025

  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-5739020-70307-41

• Initial Complaint

  Date:07/21/2025

  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.

  I live in the ***********, and for medical reasons I had to move from ******** to the Island of *****. The people running Starlink in the *********** refuse to register my new address for service yet are still taking funds from my bank account yet giving me no internet service. To test them I requested an upgrade of services which will cost me a larger sum of money, proving that they could just register the new address for the current service plan.

  Business Response

  Date: 07/25/2025

  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-*******-*****-48

• Initial Complaint

  Date:07/21/2025

  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 filing this complaint regarding a refund issue with Starlink (SpaceX **************). Despite following their return process and receiving confirmation, I have not been refunded within the promised ************** are the details of the transaction:Order Name/Email: ****** *** P. *****/******************************** Return Date: June ******* Tracking ***************** DHL Refund Process Date (per Starlink): July 2, 2024 Starlink Support Ticket Number (if applicable): TIK-*******-70939-55(Archived) and TIK-*******-*****-61 (In Progress)Amount Paid: [? 15,300]Payment Method: Mastercard (3106)Starlink confirmed via email that they received the returned kit and assured me that a full refund would be processed within 15 days. As of today, it has been over [20] days, and I have not received the refund. *** also submitted a support ticket regarding this, but have received no response after multiple follow-ups.This experience has been extremely frustrating. I am requesting BBBs assistance in urging Starlink to honor their refund policy.Thank you for reviewing this complaint.

  Business Response

  Date: 07/25/2025

  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

• Initial Complaint

  Date:07/17/2025

  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.

  My Starlink account is blocked, and I am stuck in an automated support loop where my tickets are closed without resolution.The issue stems from a minor name discrepancy. My official name on all my government-issued documents (ID card, bank card) is Nurlan Meirambay. However, in my Starlink account, my last name is listed as Nurlan Mejrambaev. This is likely due to a common transliteration difference between the official Kazakh spelling and the Russified version.Because of this mismatch, the system has blocked my account, and I cannot manage my service. I have repeatedly tried to contact support to correct this, but my tickets are closed automatically.I am the legitimate owner of the hardware and can provide irrefutable proof. I have:A photo of my government-issued ID card.A photo of the bank card used for payments, which matches my **** selfie of me holding both ************ Starlink Kit Number is KIT401071235.The email on the account is ******************@gmail.com.I request a manual review of my case to correct the name in my account to ********* to match my official documents and restore full access to my account.

  Business Response

  Date: 07/19/2025

  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-*******-*****-54

  Customer Answer

  Date: 07/20/2025

   
  Complaint: 23612942
  
  I am rejecting this response because:

  The problem is not resolved. My account service remains suspended, I have no access to my service.

  The ticket you referenced, TIK-5446505-72684-54, is the very place where your support team ignored my explanation about the name discrepancy and repeatedly closed the case with a generic, automated response.
  Simply referencing a failed and unresolved support ticket does not solve the problem. I request a manual review by a senior agent who can understand the issue with the name difference ("Mejrambaev" vs. "Meirambay") and finally resolve it.
  
  Sincerely,
  
  Nurlan Meirambay

  Business Response

  Date: 07/25/2025

  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-*******-*****-54

  Customer Answer

  Date: 07/26/2025

   
  Complaint: 23612942
  
  I am rejecting this response because: my service remains suspended, and I am blocked from resolving the issue.

  
  1. The internal ticket you referenced (TIK-5446505-72684-54) is completely irrelevant. It was a separate inquiry I made weeks ago for a family member and has nothing to do with my own personal service suspension.
  2. My current, urgent problem is that my service is suspended. To resolve this, your support requires identity verification. However, there is a minor name discrepancy between my Starlink account ("Mejrambaev") and my official government ID ("Meirambay").
  3. This name discrepancy is now the primary obstacle. Your support team will not proceed with any troubleshooting or reactivation of my service until the name is corrected. I am stuck in a loop.
  

  Therefore, to move forward, you must first correct the name on my account to match my official documents. Only then can we address the actual service suspension.
  

  Please assign a senior agent to review my documents, update my name, and then assist with reactivating my service.
  
  Sincerely,
  
  Nurlan Meirambay

• Initial Complaint

  Date:07/16/2025

  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.

  Went to use my old starlink. Had to startup service just for it to tell me that my unit needs to be replaced. So I put in a ticket and it took a week to get back to me and by that time I had gotten other service. I tried to cancel my service but it wouldnt go through. They now want a full month of pay for something I didnt get to us. They made my dish unusable even though when I bought it they said I wouldnt need to replace it. They refuse to help and honestly are rude about it. So I want a refund for my dish and the $120 of service I didnt get to use

  Business Response

  Date: 07/19/2025

  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-5511419-73127-44