Complaints

This profile includes complaints for SiriusXM Radio's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  SiriusXM Radio

  1221 Avenue of the Americas Fl 37 New York, NY 10020-1010

• 

  Sirius Satellite Radio

  300 Nixon Lane Edison, NJ 08837

• 

  Sirius XM Radio, Inc.

  11 Monroe Ave NW Grand Rapids, MI 49503-2662

• 

  Sirius XM Radio

  20310 Chartwell Center Dr Cornelius, NC 28031-5253

• 

  Sirius XM Radio, Inc.

  PO Box 79500 Baltimore, MD 21279-0500

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:02/03/2024

  Type:Order 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.

  They have made three area in their website to cancel your subscription non-functional. All other areas work but this area.

  Business Response

  Date: 02/13/2024

  ******** *** **** ****** ******** ****** ******* ************ ******** ******** ******************************************************************************* *** ************************* ********* *** ********
  
  Hello Mediator,
  
  Thank you for contacting SiriusXM on *************************** behalf.  We regret that his recent experience led to a complaint with your agency.  After review, ******************** complaint is a request for cancellation of his subscription.  
  
  A member of our Corporate Solutions team reached out to ******************, and after several phone calls and emails, we were unsuccessful in reaching him. As requested, we have closed the active subscription that was on his account and requested a refund of $31.16 for unused time paid in advance.  This refund was issued on February 7, ****, to the credit card ending in ****.  Should **************** wish to discuss this matter further, we ask that he contact us utilizing the information below.
  
  SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve ******************** concerns.  If youd like to contact us regarding this matter, please use the information listed below.
  
  
  SIRIUSXM Radio Inc.
  *** *************** ****************************************** ********** ******** ******** ************************************************* **** ***** ********* ** *****
  
  
  Sincerely,
  
  ********************************* ******** ********* ********* **** ************** ******* **

• Initial Complaint

  Date:02/03/2024

  Type:Product 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.

  1) the options to cancel your subscription does not exist online. you MUST speak with a service representative.2) their chat feature does not work to chat with service representatives, ever.3) their phone lines are always busy - I have never once made it through to talk to someone despite waiting for more than an hour several times.4) the only way to contact them is an email form that you submit. I submitted a form requesting cancellation. I received a call a few days later asking if I wanted to cancel (yeah, that's what I explicitly said). They attempted several times to not let me cancel. When they eventually did, I confirmed (as explicitly stated in my email) that I wanted it cancelled immediately. They said it couldn't be as the billing cycle was too close (it wasn't too close when I started trying to contact them to cancel). So I requested the account closed before the next cycle.5) I then received another billing statement the next cycle saying that my subscription was RENEWING, and they actually had not cancelled my service, despite receiving a cancellation email.

  Business Response

  Date: 02/15/2024

  ******** *** **** ****** ******** ****** ******* ************ ******** ******** ******************************************************************************* *** **** **** ********* *** ********
  
  Hello Mediator,
  
  Thank you for contacting SiriusXM on **** ***** behalf.  We regret that his recent experience led to a complaint with your agency.  After researching *** ***** account, it was found that his complaint is in regards to his overall cancellation experience.
  
  We understand that *** **** attempted to contact us to cancel his subscription, but due to system issues and call/chat volumes being higher than usual, he was unable to reach a representative. On January 16, 2024, we received a communication he sent to one of our executives requesting for his subscription to be canceled prior to his next renewal date.  He was advised that an end date was set for April 13, 2024, to prevent the automatic renewal of his subscription term.  On February 3,2024, we received a communication he sent to one of our executives requesting for his subscription to be canceled immediately; which we processed, and two refunds totaling $14.42 were issued to the credit card on file.  We spoke with *** **** and apologized for any frustrations this issue may have caused, we confirmed that the subscription was canceled and refunds received.  *************** have any additional questions or concerns, we ask that she contact us utilizing the information below.
  
  SiriusXM values each customer and is committed to providing stellar service.  We have taken appropriate measures to resolve *** ***** concerns.  If youd like to contact us regarding this matter, please use the information listed below.
  
  
  SIRIUSXM Radio Inc.
  *** *************** ****************************************** ********** ******** ******** ************************************************* **** ***** ********* ** *****
  
  
  Sincerely,
  
  *********************************
  SiriusXM Corporate Solutions Team
  ************** ******* **
  

  Customer Answer

  Date: 02/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  In your response, you wrote:

   

  >>He was advised that an end date was set for April 13, 2024, to prevent the automatic renewal of his subscription term. 

   

  This was NOT the case. I explicitly requested an immediate cancellation of my subscription, both in my original email that was sent, as well as over the phone. YOU extended it beyond this date regardless, and I was not notified that the cancellation would not be until April until I saw a charge. This was particularly malicious given the inability for me to directly cancel in any other way. The online cancellation is still not possible; the online chat is still not available; the call center I have not gotten through a single time, despite waiting for hours multiple different times. .
  

   

  I would like you to acknowledge your fault in the matter and actually make an effort to make your cancellation available on your website to resolve this issue (it currently is still not available or possible after several months - that's not 'technical issues', that's intentional negligence).
  

   
  Sincerely,
  
  **** ****
  
  
  
  
   
  

  Business Response

  Date: 04/08/2024

  ***** ** **** ****** ******** ****** ******* ************ ******** ******** *******************************************************************************
  
  Re: Will Goth Complaint ID: ********
  
  Hello Mediator,
  
  We are in receipt of *** ***** rejection of our response sent on March 20, 2024. He has indicated in his response that the complaint remains unresolved, and to resolve it, we need to ensure that all targeted advertising mailed to any of his addresses on file is stopped.
  
  We have updated *** ***** account with his Do Not Contact request. While we make every effort to honor *** ***** request as soon as possible, please allow 3-5 business days for phone calls, 10 business days for email, and up to ************************************************* all our systems.  During that time, it is possible that he may receive a few more mailings due to campaigns already in effect.  In addition, it is our policy to request a subpoena for any subscriber who requests a copy of account notes or calls.  As no further action is to be taken, SiriusXM considers this complaint closed.
  
  SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** ***** concerns.  If you would like to contact us regarding this matter, please use the information listed below.
  
  
  SIRIUSXM Radio Inc.
  *** *************** ****************************************** ********** ******** ******** ************************************************* **** ***** ********* ** *****
  Sincerely,
  
  *********************************
  SiriusXM Corporate Solutions Team
  ************** ******* **

  Customer Answer

  Date: 04/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.
  
  Sincerely,
  
  **** ****
  
  
  
   
  
  

• Initial Complaint

  Date:01/21/2024

  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.

  Why is it that every time I purchase or lease a vehicle I am almost instantaneously bombarded and harassed by SiriusXM with obnoxious solicitations to get me to spend even more money for a service that I am clearly not interested in? I did not purchase my vehicles because they came with a free trial of SiriusXM radio..... I don't care even the slightest about this. Yet for some strange reason, SiriusXM seems to think it is ok to steal my personal information from various car dealerships so that they can harass me with their unsolicited mailings. I've reached out to SiriusXM, many times ion the past, requesting that they do not send me unsolicited mailings..... and over and over, they refuse to honor my requests. Now why would anyone do business with an entity that is so disrespectful to them? Maybe the geniuses at SiriusXM have noticed that our planet has maxed out its carrying capacity for our species, and our resources are dwindling. Why on Earth, if you care about yourself or others, would you then decide it is ok to carpet bomb our planet with these stupid mailings that consume even more resources? WAKE UP!!!!!!

  Business Response

  Date: 02/01/2024

  ******** ** **** ****** ******** ****** ******* ************ ******** ******** ******************************************************************************* *** *********************** ********* *** ********
  
  Hello Mediator,
  
  Thank you for contacting SiriusXM on *********************** behalf.  We regret that his recent experience led to a complaint with your agency.  After researching his account, it was found that his complaint relates to being contacted by SiriusXM after having service automatically activated in his vehicle by the dealership.  He is requesting that this account be deleted from our systems.
  
  When a customer purchases a new vehicle, the dealership will provide the information to SiriusXM to set up the free trial.  As requested, we have updated ****************** contact preferences to Do Not Contact.  We also requested an immediate stop live calling request.
  
  We respect the **************** and right to privacy; however, due to legal and record-keeping requirements, we are unable to delete his contact information from his account.  All **** elements: name,address, phone number, and email address he provided in the complaint have been quarantined and placed in a permanent Do Not Contact Status rather than being eliminated from our systems altogether.  This approach is far more protective and ensures all communications are blocked should another car be purchased in the future or if any of these **** elements are captured from another marketing source.  Should ****************** have any further questions or concerns, we ask that he contact us utilizing our contact information below.
  
  We have taken appropriate measures to address ****************** concerns. If youd like to contact us regarding this matter, please use the information listed below.
  
  
  SIRIUSXM Radio Inc.
  *** *************** ****************************************** ********** ******** ******** ********************************************************* ***** ********* ** *****
  
  Sincerely,
  
  ********************************* ******** ********* ********* **** ************** ******* **

  Customer Answer

  Date: 02/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  You have no right to keep my personal information in your databases without my consent

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 02/08/2024

  ******** ** **** ****** ******** ****** ******* ************ ******** ******** ******************************************************************************* *** *********************** ********* *** ********
  
  Hello Mediator,
  
  Thank you for contacting Sirius XM on *********************** behalf.  We regret that his recent experience led to a complaint with your agency.  After researching his account, it was found that his complaint relates to having SiriusXM Radio service automatically activated in his vehicle by the dealership.  He is requesting that this account be deleted from our systems.  When a customer purchases a new vehicle, the dealership will provide the information to SiriusXM to set up the free trial. 
  
  We have updated ****************** contact preferences to Do Not Mail.  While we make every effort to remove his address from our lists as soon as possible, it can take up to 30 days to completely update all our systems.  We have also processed a Global Do Not Contact.  ****************** requested that we delete information received by Sirius XM that is associated with him.  Due to our internal business record-keeping practices, we cannot delete the information. However, the information has been quarantined and placed in a permanent Do Not Contact status.  This ensures that he will not receive future communications from Sirius XM should another car be purchased in the future or if his information comes to us from another source.  The quarantined information will be subject to internal use only, as described, and will not be shared, disclosed, or sold to any third parties.  Should ****************** have any further questions or concerns, we ask that she contact us utilizing our contact information below.
  
  We have taken appropriate measures to address ****************** concerns. If youd like to contact us regarding this matter,please use the information listed below.
  
  
  SIRIUSXM Radio Inc.
  *** *************** ****************************************** ********** ******** ******** ********************************************************* ***** ********* ** *****
  
  
  Sincerely,
  
  ********************************* ******** ********* ********* **** ************** ******* **

• Initial Complaint

  Date:01/21/2024

  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.

  Duplicate charges over billing leaving it up to me to contact them requesting refund and cancel membership. Never requested them came with car when purchased new. I will try to remove app from vehicle next time at dealership. Tried to cancel after free trail period they said they lower subscription if I would consider staying only to bill my credit card without permission for other accounts without consent or permission. They can not provide any proof of me requesting anything from them or agreeing to anything. Its stealing and fraud to use credit card for additional monies.

  Business Response

  Date: 02/01/2024

  ******** ** **** ****** ******** ****** ******* ************ ******** ******** ******************************************************************************* *** *************************** ********* *** ********
  
  Hello Mediator,
  
  Thank you for contacting SiriusXM on *************************** behalf.  We regret that his recent experience led to a complaint with your agency.  After review, ****************** complaint is regarding our automatic renewal and cancelation policies.  Per our Terms and Conditions in the Customer Agreement, subscriptions automatically renew at the rates in effect at the time of each renewal until the subscriber calls us to cancel.  In order to cancel a subscription, the customer has the option of contacting us by telephone, online via chat, or text messaging.  Our representatives are required to present various offers and discounts that *** be available in order to retain our customers business before canceling any subscription. 
  
  On January 20, 2023, **************** activated a Music & Entertainment subscription for 12 months for $4.99 per month, plus fees and taxes. He added his credit card ending in **** to the account for future renewals.  SiriusXM is in the card, not present industry (CNP). Customers do not sign any contract; however, the customer cannot sign up for service if they dont agree to our Customer Agreement.  During the purchase of a subscription,customers are presented with automatic renewal information.  After the purchase is completed, subscribers are sent an email confirmation, which includes automatic renewal information and upcoming renewal charges.  Upon review of his billing history, we have seen that his subscription was renewed on the 20th of each month, charging the credit card on file on this date.  Upon the July 20, 2023 renewal, we were unable to charge the credit card on file on that date.  On August 5, 2023, the $6.54 balance was applied to the credit card.  Upon the August 20th renewal, his credit card was charged again.  On the November 20, 2023 renewal, we were unable to charge the credit card on file. On December 15, 2023, the $6.44 balance was applied to the credit card.  The same issue occurred upon the December 20,2023 renewal, with the payment being applied to the credit card on January 15,****.  On January 20, ****, his subscription was again renewed, charging the credit card on file $6.44.  At **************** request, the subscription was canceled on this date, and a refund of $6.44 was issued.
  
  A member of our Corporate Solutions Team reached out to **************** to discuss his complaint further; however, he was not interested in speaking with us and stated to cancel his subscription prior to disconnecting the call.  As we have yet to be successful in continuing a conversation with ****************, we followed up with an email confirming that there are currently no active subscriptions on his account.  Should **************** wish to discuss this matter further, we ask that he contact us utilizing the information below.
  
  We have taken appropriate measures to address **************** concerns. If youd like to contact us regarding this matter, please use the information listed below.

   

  SIRIUSXM Radio Inc.
  *** *************** ****************************************** ********** ******** ******** ************************************************* **** ***** ********* ** *****
  
  
  Sincerely,
  
  ********************************* ******** ********* ********* **** ************** ******* **

• Initial Complaint

  Date:01/19/2024

  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 have been a customer for close to 10 years. My monthly bill was raised without any notice (more than doubled). When trying to reach customer service, I received multiple "error messages," including an error message when trying to cancel the subscription online, despite trying multiple times and on many different occasions. The message that comes up with every cancellation attempt is: "WE'RE SORRY Were experiencing technical issues and are working to resolve it." However, there are clearly no technical issue whatsoever.This company appears to be engaging in deliberate practices to not allow customers to get information about how much they are being billed, and not allowing customers to cancel their contracts.I am requesting that the last bill of $23.05 be completely refunded.

  Business Response

  Date: 01/30/2024

  ******* *** **** ****** ******** ****** ******* ************ ******** ******** ******************************************************************************* *** ********************* ********* *** ********
  
  Hello Mediator,
  
  Thank you for contacting SiriusXM on ****************** behalf.  We regret that his recent experience led to a complaint with your agency.  After review, it was found that *** ***** complaint was regarding the automatic renewal of promotional rate subscriptions and his overall cancellation experience.  ******** subscription was canceled on January 18, ****, per his request received via mail, confirmation number ***********, and a refund of $16.36 was issued.
  
  On January 9, 2023, *** ***** promotional rate subscription on Radio ID ending in **** was automatically renewed at our then-current rate, charging the credit card on file $21.84.  On this date, *********** contacted us requesting another promotion, and he was provided with 12 months for $5.99 per month plus fees and taxes. Automatic renewal information is disclosed prior to the completion of any purchase of a subscription and must be agreed to in order to complete the transaction.  A confirmation email containing the details of *** ***** purchase, including the automatic renewal information, was sent to him on January 9, 2023.  On January 9, ****, at the end of the promotional rate term, his subscription automatically renewed at our then-current rate,charging the credit card on file $23.05. On January 18, ****, at his request, the subscription was canceled, and a refund of $16.36 was issued for unused time.
  
  A member of our Corporate Solutions Team reached out to ************ to discuss his complaint further.  ************ stated that he made several attempts to contact us prior to renewal on January 9, ****;however, he kept getting an error message each time he tried to contact us via our chat option.  We apologize for any frustrations he experienced, as we have been experiencing system issues.  We confirmed that his subscription was canceled,and a refund of $16.36 was received.  As a gesture of goodwill, we provided an additional refund of $6.69, as this amount, combined with the $16.36 already refunded, totals the $23.05 he was charged on January 9, ****.  Should *********** have any additional questions or concerns, we ask that he contact us utilizing the contact information below.
  
  We have taken appropriate measures to address *** ***** concerns. If youd like to contact us regarding this matter, please use the information listed below.
  
  
  ******** ***** **** *** *************** ****************************************** ********** ******** ******** ********************************************************* ***** ********* ** *****

   

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

• Initial Complaint

  Date:01/17/2024

  Type:Order 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 not asked SiriusXM for any services, they call me and email me that I need to pay them money.Please make them stop.Thank you

  Business Response

  Date: 01/26/2024

  ******* *** **** ****** ******** ****** ******* ************ ******** ******** ******************************************************************************* *** ****** **** ********* *** ********
  
  Hello Mediator,
  
  Thank you for contacting Sirius XM on ****** ***** behalf.  We regret that his experience led to a complaint with your agency.  After researching, it was found that *** ***** complaint is regarding being contacted for account service-related reasons.  We have since updated our records with his request to no longer be contacted and cleared the balance on his account to prevent additional account balance service-related calls.
  
  On August 30, 2023, *** **** was provided with a 3-month trial subscription, which included ************************ services.  During the conversation, *** **** indicated that he wanted to continue with service after the trial.  The agent discussed his options with him, and he accepted a monthly Traffic/Travel plan to begin on December 1, 2023, at the end of the trial.  On December 1, 2023,an invoice was sent for $8.72 for the monthly subscription.  On January 1, ****, his subscription was again renewed, and an invoice was sent for $17.44. On January 12, ****, the subscription went inactive for non-payment,leaving a balance of $18.70, which included a $5.00 late fee.
  
  We cleared the balance from *** ***** account and updated his account with his Do Not Contact request.  Please be advised that while we make every effort to honor *** ***** request as soon as possible, please allow 5 business days for phone calls, 10 business days for email, and up to ************************************************* all our systems.  *************** have any further questions or concerns, we ask that he contact us utilizing our contact information below.
  
  We have taken appropriate measures to address *** ***** concerns. If youd like to contact us regarding this matter, please use the information listed below.
  
  
  SIRIUSXM Radio Inc.
  *** *************** ****************************************** ********** ******** ******** ********************************************************* ***** ********* ** *****
  
  
  Sincerely,
  
  *********************************
  SiriusXM Corporate Solutions Team
  ************** ******* **

• Initial Complaint

  Date:01/16/2024

  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 three cars with a subscription to this company. I logged on today to try to remove one of the subscriptions, as the car is no longer used. When I tried to do it online, I was transferred to an agent that repeatedly tried to get me to sign up again and again and again even though I said I refuse all offers and to "CANCEL MY PLAN". Even after all that, they kept asking for verification information even though I gave them everything they needed, including the vehicle's VIN. This is a TRULY deceptive practice. I value my time and feel they owe me an apology and a check for $100 to cover my hourly rate. As you can see, it took 20 minutes to cancel.

  Business Response

  Date: 01/24/2024

  ******* *** **** ****** ******** ****** ******* ************ ******** ******** ******************************************************************************* *** ***************************** ********* *** ********
  
  Hello Mediator,
  
  Thank you for contacting SiriusXM on *********************** behalf.  We regret that his recent experience led to a complaint with your agency.  After researching *** ******** account, it was found that his complaint is in regard to his overall cancellation experience.  Per the terms and conditions in our Customer Agreement,in order to cancel a subscription, the customer has the option of contacting us via telephone or online via chat or test messaging.  During the cancellation process, our representatives are required to present various offers and discounts that *** be available in order to retain our customers business before canceling any subscription.
  
  A member of our Corporate Solutions Team reached out to ****************** to further discuss his concerns; however, he stated he was not interested in anything we have to say until we change our policies.  We would like to confirm that the subscription was cancelled on January 16, 2024. Speaking with our subscribers affords us the opportunity to address any issues that *** have lead up to their cancellation decision.  During the cancellation process, subscribers *** be presented with special offers inviting them to remain a SiriusXM subscriber.  We apologize if ****************** was left with a negative impression of our cancellation experience as this is not our intended outcome.  Should ****************** have any further questions or concerns and wish to speak with us, we ask that he contact us utilizing our contact information below.  
  
  We have taken appropriate measures to address *** ******** concerns. If youd like to contact us regarding this matter,please use the information listed below.
  
  
  SIRIUSXM Radio Inc.
  *** *************** ****************************************** ********** ******** ******** ********************************************************* ***** ********* ** *****
  
  Sincerely,
  
  *********************************
  SiriusXM Corporate Solutions Team
  ************** ******* **

• Initial Complaint

  Date:01/11/2024

  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 messaged Sirius XM to find out why I am being charged for a City tax when we don't have one. I used their Messaging system so that I would have a record of what was said. I live in **********, *******. We have a 6% state and a 1% county tax, totaling 7%. Below is the line from my billing page showing these taxes and also shows the date that they started.7/21/23 Invoice ************* $363.03 F250 Service date: 7/21/23 - 7/21/24 Platinum - 1 Year - Family Discount$227.88 U.S. Music Royalty Fee$48.77 State Tax$20.57 City Tax$17.48 MINI Convertible 2022 Service date: 7/21/23 - 8/21/23 Platinum VIP - Monthly$34.99 U.S. Music Royalty Fee$7.49 State Tax$3.16 City Tax$2.69 I have the conversation added that I had with Sirius Radio. They stated that based on my address, these taxes are correct. I sent them copy of a receipt showing the taxes. I have also attached a copy of the receipt that I sent to them that shows the addition of taxes. I can't believe that I am the only person to have caught this.I would like of refund of the taxes that I paid that I didn't need to. Both their state and city taxes are incorrect based on my address.

  Business Response

  Date: 01/19/2024

  ******* *** **** ****** ******** ****** ******* ************ ******** ******** ******************************************************************************* *** ************************* ********* *** ********
  
  Hello Mediator,
  
  Thank you for contacting SiriusXM on ******************* behalf.  After researching *** ******** account, it was found that his complaint is in regard to SiriusXM charging city and state taxes in *******.  The **************** is not subject to sales tax; instead, the state imposes a Communications Services Tax (CST).  SiriusXM is required by law to collect and remit taxes on SiriusXM service to a number of states and local jurisdictions.
  
  A member of our Corporate Solutions team reached out to ****************** via phone and email to discuss his concerns, but we were unsuccessful in speaking with him.    Our billing system is updated every month with the most current tax rates available. SiriusXM does not retain any taxes collected from our customers.  Rather, SiriusXM remits the taxes collected to the appropriate state or local taxing jurisdiction.  The ******* state taxation website (*******************************************)provides more detailed information on what these taxes are for. Should ****************** wish to discuss this matter further, we ask that he contact us utilizing our contact information below. 
  
  We have taken appropriate measures to address *** ******** concerns. If youd like to contact us regarding this matter, please use the information listed below.
  
  
  SIRIUSXM Radio Inc.
  *** *************** ****************************************** ********** ******** ******** ********************************************************* ***** ********* ** *****
  
  
  Sincerely,
  
  ********************************* ******** ********* ********* **** ************** ******* **

• Initial Complaint

  Date:01/07/2024

  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 SiriusXM account renewed last February, yet it still does not work in my car. Ive tried. I have done all of the things they suggest to get it working to no avail. Ive been paying for this for almost a year. I want my account cancelled, and a complete refund,

  Business Response

  Date: 01/18/2024

  ******* *** **** ****** ******** ****** ******* ************ ******** ******** ******************************************************************************* *** *********************** ********* *** ********
  Hello Mediator,
  
  Thank you for contacting SiriusXM on *********************** behalf.  We regret that her recent experience led to a complaint with your agency.  After review, **************** complaint resulted from the automatic renewal of her subscription.  Per the terms and conditions in our Customer Agreement, subscriptions will automatically renew until the subscriber calls us to cancel. 
  
  On May 19, 2023, via our ********************** **************** activated a Music & Entertainment package for 12 months for $5.99 per month, plus fees and taxes.  She added her credit card ending in **** to the account for future renewals.  During the purchase of a subscription,customers are presented with automatic renewal information.  After the purchase is completed, subscribers are sent an email confirmation, which includes automatic renewal information and upcoming renewal charges.  Unfortunately,we have no way of knowing that a device is not receiving our signal unless we are informed by the subscriber.    
  
  A member of our Corporate Solutions team spoke with **************** by phone and email to address her concerns. We received an email response from **************** simply stating, Please cancel my account.  On January 10, 2024,we canceled the subscription and issued a refund of $2.11 for unused time from the last renewal charge on December 19, 2023. Should **************** wish to discuss this matter further, we ask that she contact us utilizing our contact information below.
  
  We have taken appropriate measures to address *** *************** If youd like to contact us regarding this matter, please use the information listed below.
  
  
  SIRIUSXM Radio Inc.
  *** *************** ****************************************** ********** ******** ******** ********************************************************* ***** ********* ** *****
  
  
  Sincerely,
  
  ********************************* ******** ********* ********* **** ************** ******* **

• Initial Complaint

  Date:01/05/2024

  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 new vehicle in September, 2023. A 3 month trial for SiriusXM was included. We have a lifetime subscription for Sirius XM dating back to 2006 or so. Lifetime was for three vehicles. We have owned two vehicles covered by the Lifetime subscription. The new vehicle will be the last.December 12 was the last day for the trial SiriusXM. I called Sirius XM and was told the change to lifetime was ready to go. That same day I paid $35.00 to make the change.We had to be gone for a period of time, and when we returned SiriusXM was not in the new vehicle. I called yesterday, 1/4/2024, and several persons on the phone for SiriusXM supposedly made the change. The change was never made, and I received an e-mail saying SiriusXM had cancelled my subscription. Supposedly an official was going to call me, but that was before I received the e-mail.

  Customer Answer

  Date: 01/11/2024

  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 and the matter has been resolved. 

  Thank you for quickly resolving the problem.

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