Complaints

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  SpaceX

  1 Rocket Rd Hawthorne, CA 90250-6844

• 

  Star Link Communications Inc

  null Evergreen Park, IL 60805

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:09/11/2023

  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 cancelled my $99 deposit on 7/26/2023, which was promised within 10 days. Upon cancellation, the refund amount was $0? When I go to billing on the support site, I click "I have an issue with my refund," and the response is "customers are temporarily experiencing longer wait times..." Then I try to submit a support ticket online, the response is "Something went wrong on our end. Please wait and try again." Frustrating!

  Business Response

  Date: 09/19/2023

  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-*******-*****-45. 

• Initial Complaint

  Date:09/07/2023

  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.

   
  Complaint: 20569632
  
  I am rejecting this response because:

  It does not address the predatory business practice's used by this company, nor does it address what is being done to stop the illegal activities of Starlink, off to the offiice of the inspector general to file a complaint as we see you do not take the complaint seriously, therefore the federal government needs to get involved and stop the criminal activity of Starlink and its leadership, after all Starlink is a government contractor taking tax dollars to operate a criminal enterprise, and this needs to be stopped.
  
  Sincerely,
  
  **** Corporation

  the world with their system we haven't moved in years ************ practices predatory strong arm tactics to steal from its customers and we want nothing to do with this type of conduct from this company, they refuse to cancel our account that is strong arming and they only want to credit the account that we will never use again, the system is over priced service is poor and we want nothing to do with any product ***************** sells he's a crooked business. We have had problems with service since February 2023 and been going down hill since, really rotten company to deal with that you can't trust.

  Business Response

  Date: 09/14/2023

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

  Business Response

  Date: 09/23/2023

  Thank you for the follow up. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal TIK-*******-*****-43.

• Initial Complaint

  Date:08/31/2023

  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.

   
  Complaint: 20545044
  
  I am rejecting this response because: It does not provide a way to get my refund. Starlink requested a letter from my bank stating that my refund had never been deposited. "If you have yet to receive your refund, we will require a bank letter (Letter Head Required) stating that the refund was not received and/or rejected." I showed my bank the request. They said they do not write letters to third parties about bank accounts. They suggested I send Starlink my bank statements. That is not going to happen.

  Starlink employee ********* wrote, "After looking into your account, we can confirm that the refund was processed via the processor. We have provided a copy of the Refund Letter directly from the payment processor." That is a lie. They never provided any such letter, and they still have not refunded my money. 

  I hope you at the BBB can get Starlink, SpaceX, or ***************** to refund my money. I don't want to file suit in Small Claims Court, but, if I must, I will have an investigative reporter from one of the local TV stations with me. 

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

  Business Response

  Date: 09/19/2023

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

  Business Response

  Date: 09/27/2023

  An associate has re-opened and will communicate with you further on TIK-*******-*****-43 during the process. Please note, without an official bank letter stating the refund is rejected or account is closed, investigations on the payment processor side *** take between 3-4 weeks. Once more information is available on this investigation, communication will resume on TIK-*******-*****-43.

  Customer Answer

  Date: 10/08/2023

   
  Complaint: 20545044
  
  I am rejecting this response because: It is unbelievable that Starlink cannot find out where my money is. It is unbelievable that it will take weeks to figure it out. They should be able to account for every ***** that enters their accounts. My issue will not be settled until I receive my $99 refund. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/30/2023

  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 paid the $99 deposit for the Starlink service which I never received. I have since canceled the preorder of the service. However, I closed the bank account to which the initial deposit was paid and when I contacted Starlink they said to send a letter to them from my bank stating the account was closed so they could issue a refund. During that time, they marked my account as refunded and made it impossible for me to respond. They have no customer service # and no way to contact them. They essentially stole my $99.

  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-1252664-98243-50.

• Initial Complaint

  Date:08/29/2023

  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.

  Starlink notified me that I may now place my order. The website will not accept my order. They say i have seven days and then i will go back to the end of the que. They are going to cancel my order tomorrow because their website will not accept my order. I have been waiting 2 years.

  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-*******-*****-49.

• 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.

   
  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: 09/18/2023

  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

  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.