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Business Profile

Electronic Instruments

SpaceX

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electronic Instruments.

Complaints

This profile includes complaints for SpaceX's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 458 total complaints in the last 3 years.
    • 44 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/02/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
       
      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,

      ***** **** Please advise on how to replace router.April 2, 2025 at 9:12 AM CDT ***** **** Day 3 check in: Device still offline. Please call me at ************ to discuss options. Unable to reach your customer service by phone. Had to purchase a ******* hotspot to continue to work, but need to know if I need to find another long term internet solution. Please provide an estimate on when you can ship another router.

      Business Response

      Date: 04/04/2025

      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-4556840-89855-65

    • Initial Complaint

      Date:03/19/2025

      Type:Order Issues
      Status:
      Resolved
      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 received a phone call from SpaceX on 03/22/2025 morning regarding closing my daughters Starlink Account.

      The ********************** gentleman indicated that the account is being closed in response to the BBB inquiry.

      He indicated the new owner's should be opening a Starlink Account before it is shut off.

      New owners are:

                                               **** & ***** *******
                                               ************
                                               *******, CO 80449
                                               ************

                             Model #UTR211;  Serial #************

      I am not sending SpaceX my daughter's death certificate, you have got to be kidding. Her husband did not want a obituary.

      Is her Starlink Account closed?????

      After researching the reason for my complaint, SpaceX will cancel my daughters account and not give me a refund due to my disputing the charges with my credit card company.

      If SPACEX will follow through and do the right thing, I will be very satisfied.

      ****** M ******
      ************

      ily: monospace; font-size: *****px; background-color: rgb(253, 253, 253);">I have been trying to cancel her STARLINK account since early October 2024.

      If no user name, password or account number is available, it seems
      impossible to cancel the account. ********************** keeps ignoring my letters, credit
      card disputes and  it is not possible to contact them by phone because they
      do not answer.  

      I sold my house on October 24, 2024. Starlink accepted my monthly $120
      using my CITI MC. My daughter was paying the account until her death.

      CITI MASTERCARD changed my card # and the charges keep coming through.

      The new owners who bought my house with the STARLINK system have been
      trying to open their own account with ********************** without success.

      STARLINK SYSTEM: MODEL# UTR211; SERIAL# ************ 
      Location: ****************************************, **** & ***** *******.

      The last monthly charge was on 03/02/2025.

      Please help, I am 83 years old. If you need more info., please communicate
      with me.

      Thank you ,

      ****** ******
      ************
      *************************** 

      Business Response

      Date: 03/22/2025

      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-4483910-72507-48

      Customer Answer

      Date: 03/28/2025

      I just talked to the new owners of the equipment/location and the professional local service company was able to create a Starlink account for them. Please reach out to SpaceX to see if they closed my (daughter's) account and won't charge my CITI MC on 04/02/25.

      Thanks,

      ******

      Business Response

      Date: 04/04/2025

      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-4483910-72507-48

      Customer Answer

      Date: 04/16/2025

       
      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:03/17/2025

      Type:Product Issues
      Status:
      Answered
      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.
      This company scammed me out of $319.70 They lied about ALL hidden fees and allowed me to believe that my total was $319.70. They stole my money immediately and refuse to refund me. If you try to demand any refund, they lie and say that they can't or that if they do it will cost $170 of your refund to cancel. They lied and said the equipment was mailed out when in fact it was *****% not mailed out. It has all occurred over 24hrs. I want my money back in full as this is theft!!

      Business Response

      Date: 03/21/2025

      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-4436944-67289-64

    • Initial Complaint

      Date:03/14/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.

       
      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.

      I must state that the agent ***** made my day. He was patient and kind even though I was grumpy at first. Five stars for *****!????

      Sincerely,

      ********* ********

      2 internet providers systems, so I thought I was all set for work to take my calls but on reaching home find again that Starlink is the problem constantly rejecting the ****** laptop from connecting to it. Twice or more I changed my starlink password yesterday and today but still I get a message saying that the very password for starlink that I got verification to change is incorrect on the laptop. Which is the very same password used on all other devices in the house. I do not have another network in my house. I urgently need to get my new laptop connected so that I can get to use it because the store will not take it back because nothing is wrong with the product. Starlink provides a robot which is useless. When I just bought the system I had humans that solved my issues. While I appreciate having starlink I am not getting the usual high speed and its poor for taking calls online. This is the sole purpose for making this very expensive investment. Now its not fit and even rejecting my laptop.

      Business Response

      Date: 03/17/2025

      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-4412723-65132-38

    • Initial Complaint

      Date:02/18/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 February 7, I purchased a Starlink standard kit which I received on Friday, February 15. I made an account and set up the equipment on Saturday, February 16, only to find that it wasnt working. No lights came on nothing worked so I thought if I activate the account then maybe it would work. I activated the account at around 5:40 pm (February 16) but the unit still was not working. I unplugged everything and re-plugged everything back in and then I saw a red light on the router, but it wasnt connecting to my cell phone or anything else. I adjusted the Starlink. I did so many different positions and I still couldnt get a connection due to the way, my house was situated and environment around it. At around one a.m. that night I requested to cancel the service and return the kit. I received an email with the label to print up which I did and I repackaged the unit to prepare it to return. I noticed that I was charged $120 upon activation and when I canceled the service it said Service canceled February 16, 2025. When I checked a little later, it said my service. would end on March 17, 2025. I created a ticket inquiring about a refund of the $120 since I was not going to use the service and because It wouldnt connect and no data had been used. I received a response saying that I I had $100 credit that I can use on the next billing cycle. Responded saying the credit would not be useful because I was not go Going to have service or the unit. Starlink support responded again, saying they do not refund the service fee once its activated. I looked at their terms of service. And cost 6.2 and 6.3 mention, I could get a refund in light of my situation. The company keeps insisting I cannot get a refund for the service only kit itself. I am attaching documents to show the interaction Ive had and other pertinent information regarding this case. Thank you for helping me. Try to resolve this matter. I appreciate you.

      Business Response

      Date: 03/01/2025

      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:01/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 been a customer for several months. I want to continue being a customer. However, I want ********************** to pause my service and stop trying to bill me $165 for January 13 - February 12. I actually paused the service back in December after an enormous amount of effort.StarLink allows customers to pause their service. We only use it for camping which we typically stop in December. I attempted to pause (option provided by StarLink) in early to mid December. I used my wife's phone to call StarLink customer service (my phone was broken). I was only reaching a system that would not allow me to reach a human. The automated system required that I know an abnormally long account number. I was unable to get this number due to my phone being damaged. The December payment of $165 was declined. I attempted to keep StarLink from making the payment because I had no other way of pausing the service. I could not delete my card on file either. StarLink eventually captured the payment. I installed the app on my wife's phone, just so I could log into the system and pause the service. Today (January 13) StarLink is again attempting to bill my credit card $165. The transaction is being declined (locked card). I filed a ticket and StarLink indicated that I had to pay January 13 - February 12 bill. I called SpaceX (parent company) over 10 times. I have called various StarLink numbers over 10 times. I have told StarLink (support ticket) I do not want my credit card charged and that I have attempted to pause my service since December. I told them I intended on filing a dispute with my credit card issuer. I told them about my broken phone. I told them how hard it is to remember and enter a 14 digit account number into their system. I told them I cannot reach a human. It is like the company intentionally makes pausing the service difficult.

      Business Response

      Date: 02/14/2025

      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-*******-*****-68

    • Initial Complaint

      Date:01/12/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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.
       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********. They closed my account, and I am satisfied with this resolution.  

      Sincerely,

      ****** ********* *****

      Business Response

      Date: 02/14/2025

      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

    • Initial Complaint

      Date:01/07/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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.
       
      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,

      **** **

      Business Response

      Date: 02/14/2025

      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-*******-*****-43

    • Initial Complaint

      Date:01/03/2025

      Type:Customer Service Issues
      Status:
      Answered
      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'm reaching out to see if you can help, as I have hit a brick wall with ***************************'s a brief timeline synopsis:My Starlink hadn't been used since 10/13, when we had evacuated from Hurricane ****** (we only use it for RV travel).10/21 - my automatic subscription payment of $165 was drafted from my checking account.Ironically, that same day, I received an email that my account was disabled. Shortly after that email, I received an email that a support ticket was opened (which I did not open).I was not able to get into my account via my email address, but was able to via my boyfriend's. To be on the safe side, I deleted my personal email from the account, and added my work email. I was then able to open a support ticket via my account, which is the only way to get any assistance from Starlink. After a few days of not hearing from them, I opened another support ticket. A few days passed, and one of the tickets said something like "in process".When I went to check on the status a day or two later, my account again said it was disabled, and I could not log into it with either email associated with the account so we cannot submit any support tickets anymore.I did some ****** research, and was able to find an email address that might possibly get to someone at Starlink, but nothing was resolved via email either.We were sent a link to fill out a form, which we did probably a half dozen times now, and still haven't not heard from anyone.We even tried activating our equipment again, and just received a message saying it was already associated with an account.We spent a lot of money on our equipment, and loved the service, until we weren't able to use it anymore and are getting no help from anyone at Starlink!

      Business Response

      Date: 02/14/2025

      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-3282300-74840-39

    • Initial Complaint

      Date:12/19/2024

      Type:Product Issues
      Status:
      Resolved
      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.
       
      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,

      ****** *********

      Business Response

      Date: 01/03/2025

      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-3722925-51378-52

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