Business Profile

Internet Services

Google, LLC

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

9,051 total complaints in the last 3 years.
3,263 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.

Initial Complaint
Date:05/21/2025
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.
Google renewed a Google Nest Aware Plus subscription without permission or pre notification. I contacted Google as soon as the charge appeared on my credit card and they assisted with canceling the subscription, but refused to refund the cost of the subscription.
Business Response
Date: 05/23/2025
Hi,

We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************

If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

To get in touch with our Nest team directly, please contact us via this page: *******************************************googlenest/gethelp

Thanks,
BBB Core Team
Customer Answer
Date: 05/23/2025

Complaint: 23361753

I am rejecting this response because:
I already contacted Google support and they refused to refund the charge, despite never receiving and notification the charge was going to renew. Additionally they never provided any case number to reference.

Sincerely,

****** ******
Business Response
Date: 06/04/2025
Well continue to work with the customer towards a resolution within the scope of our policies.
Initial Complaint
Date:05/21/2025
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 cancelled subscription they still took my money anyway I verified acct and all now they telling me I have to go into a phone I don't have anymore even though I sent screenshot of charge
Business Response
Date: 05/22/2025
Hi,

We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************

If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

For refund requests please contact us here: *******************************************googleplay/answer/2479637?hl=en
Or for information on reporting Gift Card Scams or other abuse, please visit this page: *******************************************googleplay/gethelp

Thanks,
BBB Core Team
Initial Complaint
Date:05/21/2025
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.
Our school, ***************************** (***), uses Google for Education. All of our school emails, documents, forms, and website are through the education workspace suite. Monday, May 19th, our account was made unavailable for an alleged violation of Google's policy. We have submitted an appeal, but at the mercy of a representative to promptly address this issue. In the meantime, our school's function is completely crippled from the loss of our email addresses, documents, and forms. I have sought to contact Google with no success. I received an email from a representative May 20th asking for more information. There has been no response. The loss of our account is affecting the schools function from an administrative point, as well as a student learning aspect.
Business Response
Date: 05/22/2025
Hi,

We apologize for any frustration the customer may be experiencing as a result of Google Workspace products or a Workspace Support interaction. If the customer has already reached out through any of the Google Workspace Support channels, then we ask that they please share their existing Workspace Support Ticket with us, so that we can further investigate this internally.

If the customer has yet to open a Workspace Support Ticket, then we would ask that the customer contacts us directly using the specified links below ***********************************************************. You can provide the Support ticket # after and we can ensure that its appropriately handled.

Thanks,
BBB Core Team
Customer Answer
Date: 05/22/2025

Complaint: 23360903

I am rejecting this response because I am unable to open a Workspace ticket as I am currently locked out of my admin console. I have received email communication (Google Workspace Support ********) that is still not resolving the issue. Our school's function is completely crippled from the loss of our email addresses, documents, and forms. The disruption in Google ***************** is putting the school at a safety risk operationally and resulting in loss of potential revenue/business.

Sincerely,

**** More
Business Response
Date: 06/06/2025
Hi,
Our dedicated specialists team is currently working on your case and we are in continual communications with them to monitor the progress of the issue.
However, this is taking more time than usual. We request more time so that we can explore all possible solutions and provide the best solution.
Please note updates will be shared with the customer directly via a support case.
Your patience is appreciated while we work for a solution.
Regards,
BBB Core Team
Initial Complaint
Date:05/21/2025
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.
We are a legitimate, established business based in ********, **, and recently expanded to a second location in *********, **. While Google Business Profile (GBP) displays our original Van **** location without issue, it refuses to publish our new Camarillo location despite us meeting every requirement and following every process Google outlines.We have submitted all requested documentation, including tax forms, utility bills, signage photos, and a detailed verification video. Still, the new location remains unverified and hidden from search results. We used their internal appeal process, but were told we are no longer allowed to appeal. Our open support case has been unanswered for weeks. Weve sent repeated emails with no response.We also paid $40 for a related GBP support service hoping it would help unlock progress, but it yielded nothing. We posted in the GBP *************** only to have our ticket closed as a duplicate, with no redress or explanation.This has become a complete dead-end. Weve invested heavily in this new Camarillo location, and without visibility on Google, customers cannot find us. The lack of support and transparency from Google has harmed our business and caused financial strain.We are filing this complaint with the hope that Google will take accountability and offer a human resolution path for small businesses trapped in this broken system.The Google Business Profile ID of our Camarillo location is: ********************
Business Response
Date: 05/22/2025
Hi,

We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************

If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

To get in touch with our Google My Business team directly, please contact here: *******************************************business/gethelp. Please remember to provide the email that owns or manages the *** page

Thanks,
BBB Core Team
Customer Answer
Date: 05/22/2025

Complaint: 23360700

I am rejecting this response because:

We have contacted Google through all standard support channels multiple times over a month without resolution. We are stuck in a verification loop despite providing extensive and legitimate documentation, including a walkthrough video of the physical location, utility bills, tax records, signage, and photoswell beyond what is typically required.

Our business is real, operational, and physically located at ******************************* (Google Business Profile ID: *********************. We have an active Google Business Profile case: 4-9032000038657. There is also a second, related case with ID *************** which Google dismissed since there "is already an open case" (but to which they do not reply). This is an example of the circular trap we're caught in.

Googles BBB response again redirects us back to the same broken support system weve already exhausted. This is unacceptable. We are requesting an actual human review and resolution of our case, not another automated or dismissive reply.

We respectfully ask that Google take accountability and assist in lifting the suspension and verifying our second location.

Sincerely,

******* *********
Business Response
Date: 06/04/2025
HI *******,

We hope this email finds you well!

We understand that you want to fix the concern regarding the business profile Auto Fast Glass", ****************************************************************************************************************** We will send an email to the email address you have provided for additional information. You may refer to this case id: ***************.

If you have any questions, please let us know.

Regards,
Google Business Profile Support Team
Initial Complaint
Date:05/21/2025
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 broke my phone, a Pixel 9 Pro, that I've had for almost 10 months. The camera bezel popped off and it got water damage. No big deal, I'll contact customer support and insurance will charge me a deductible and send me a new one, right? Oh how wrong I was. I have talked to over 15 different customer service people, and 14 of them wanted to hold $1300 from my bank account for a new phone until I sent mine back until I finally got in touch with someone who told me it's possible to mail my phone in first. Multiple representatives have ghosted my emails. I've spent two weeks without a phone, attempting to deal with Google's awful customer service. They received my phone at their facility over 24 hours ago and I still have not received an email to have my phone delivered. I'm paying for service, and insurance, that I can't use because of the s*** show Google calls customer service and the scam they call insurance.
Business Response
Date: 05/22/2025
Hi,

We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************

If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

To get in touch with our Pixel team directly, please contact us via this page: *******************************************pixelphone/gethelp

Thanks,
BBB Core Team
Customer Answer
Date: 05/22/2025

Complaint: 23360335

I am rejecting this response because: Google customer support is the issue. They are essentially useless because it's entirely outsourced to people who either have a language barrier or an unclear concept of what an acceptable resolution is. They connect me to people who can't figure out how to use my insurance to send me a new phone.

Sincerely,

****** ********
Business Response
Date: 05/30/2025
Hi ****,

Thank you for bringing this to our attention. Well be reaching out to the customer on the Case ID *************** .
We'll do our best and work towards taking the right course of action to provide a better Google Support experience to the customer, and we'll also keep you posted on the case closure.

Thanks
***** Kullu
Initial Complaint
Date:05/21/2025
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.
Google play app was charging me ***** a month for over a year for service I was not receiving
Business Response
Date: 05/21/2025
Hello,

We apologize for any frustration you may be experiencing as a result of Google products or support. For the best and fastest support for your concern, we encourage you to contact us directly using the specified links below.
For refund requests please contact us here: ******************************************************************************************
Or for information on reporting Gift Card Scams or other abuse, please visit this page:
******************************************************************************************

If you have already reached out through Google Support channels, we ask that you share your most recent support inquiry ID, so we can further investigate. Thank you.

For additional products and information, please contact us at *******************************************

Thank you,
Google Support Team

Customer Answer
Date: 05/21/2025

Complaint: 23359900

I am rejecting this response because:
I would like a contact number, to talk with a representative about this matter.
Sincerely,

**** ******
Business Response
Date: 05/30/2025
Hi team,
Thank you for contacting Google support.
We understand the customer is concerned about a $15.89 charge for a service they didn't receive. We apologize for the inconvenience caused due to this. We will be happy to look into this.
We reviewed their ********************* account, but the similar charges arent listed there. To help us investigate this further, we require additional details from the customer. We've contacted the customer with case number [***************] and look forward to resolving this matter promptly upon their response.
We understand the customer would like to talk to a support agent. For assistance with Google Play concerns, please visit this helpful resource: ******************************************************************************************

Should the customer have any further information that might be helpful, please encourage them to reply to the email.

Thanks!
Initial Complaint
Date:05/21/2025
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.
l can't get in contact with your corporation *************); I have tried numerous ways to contact Google, via customer service chats, etc. to stop a subscription for Google GSuite_neohfot. I do not have an access an Administration Account, I never set this up. I tried this as a trial, but you have my credit card number with automatic payment through my bank account. I was never given the opportunity to cancel this account. Charge $46.65/per month. I have been working with my bank since February 2025, but nothing has been resolved.
Business Response
Date: 05/21/2025
Hello,

We apologize for any frustration you may be experiencing as a result of Google products or support. For the best and fastest support for your concern, we encourage you to contact us directly using the specified links below.

If you have already reached out through Google Support channels, we ask that you share your most recent support inquiry ID, so we can further investigate. Thank you.

For additional products and information, please contact us at *******************************************

Thank you,
Google Support Team

Customer Answer
Date: 05/21/2025

Complaint: 23359718

I am rejecting this response because: I would like to discuss my issue with a "real" person. Can someone please email a telephone number that I discuss this issue with a real person, not an AI. Thank you.

Sincerely,

**** ****
Business Response
Date: 06/06/2025
Hi,
Our dedicated specialists team is currently working on your case and we are in continual communications with them to monitor the progress of the issue.
However, this is taking more time than usual. We request more time so that we can explore all possible solutions and provide the best solution.
Please note updates will be shared with the customer directly via a support case.
Your patience is appreciated while we work for a solution.
Regards,
BBB Core Team
Initial Complaint
Date:05/21/2025
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.
Complaint Title:Google Ads charged me for campaign changes I did not make Auto-Apply Recommendations enabled before my account was created Complaint Detail:I am disputing $1,068.12 in charges from my Google Ads campaign (CorpNav Sourcing Intent), which were incurred after Googles system auto-applied a Display Network setting I explicitly opted out of. I was the only admin on the account, and I created this campaign on May 4, 2025 with Display Network disabled.Google's system then applied a setting called "Use Display Expansion" at 8:19 PM that night via its "Auto-Apply Recommendations" feature without any action, consent, or login from me. Their logs show this auto-apply setting was originally enabled in October 2022, nearly 2 years before I had access to the account (my admin access was granted in April 2024).This auto-apply change caused over $700 to be spent on irrelevant, bot-like display clicks, ruining the campaigns learning phase and invalidating my $300 in remaining spend.Despite repeated requests and clear evidence, Google is refusing to issue a refund and is claiming these charges are valid, even though the system made unauthorized, inherited changes that I never approved.I am seeking a full refund of $1,068.12 and a proper investigation by someone outside of automated support.
Business Response
Date: 05/21/2025

Hello,

We apologize for any frustration you may be experiencing as a result of Google products or support. For the best and fastest support for your concern, we encourage you to contact us directly using the specified links below.
To get in touch with our Ads team directly, please contact us via this page: ******************************************************************************************

If you have already reached out through Google Support channels, we ask that you share your most recent support inquiry ID, so we can further investigate. Thank you.

For additional products and information, please contact us at *******************************************

Thank you,
Google Support Team
Initial Complaint
Date:05/20/2025
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 purchased a Google Pixel 9, which is advertised as having IP68-rated water resistance (protected against submersion up to 1.5 meters for 30 minutes). Despite this, my phone stopped working after what I believe was normal, everyday use not submersion. I was told the warranty was voided due to liquid damage.The phone was never submerged in water. At most, it may have been exposed to light moisture or splashes, which is well within the advertised capabilities of the device. It continued working perfectly after that and only failed much later, while being used in bed.I have also been paying for ************** but was told Id now have to cancel the current repair, wait for the phone to be returned, file a new claim, and pay a $150 deductible all for something that Google claims should be covered.This feels like false advertising. Google should not advertise water resistance if the device cannot withstand the exact scenarios they promote. Im a long-time Pixel customer and feel completely misled.
Business Response
Date: 05/21/2025
Hi,

We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************

If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

To get in touch with our Pixel team directly, please contact us via this page: *******************************************pixelphone/gethelp

Thanks,
BBB Core Team
Initial Complaint
Date:05/20/2025
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 MAT ******* google ewmployee remove my gioiogle doorbell and failed to fix problem instead told liues on May ******* google associate ***** ADMITTED TGHERE IZS A PROBLEM WITH THE GOOGLE MOBILE APP AND THAT TWO PEOPLE CALLED GOOGLE WITH THE SAME PROBLEM TRIED TO CON ME BY REFERRING ME TO A THIRD PARTYY BUSINESS SAFE STREETS AND THAT HE WOULD PERIDOCALLY SEND ME INFORMATIION WHEN GOOGLE HOME APP WAS FIXED HE N EVER DID PRIOMISED THEY WOULD COVER CHARGES FROM THKIRD PARTT APPO WHICH I VALLED SAFE SATREETS THEY TOLD THEY DID NOT DO WHAT I BEEDED FOR ADDIUNGF BACK DEVICE ON ********************** APP GAVE ME THGE NUMBER FOR GOOGLE TECHINICALNUMBER LONLY FOR ME TO CALL PERSON HAD NO IDEA HOW TO HELP I BEEN WUTH OUT MY DOORBEKLL CAMERA SINCE FRIDAY
Business Response
Date: 05/21/2025
Hi,

We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************

If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

To get in touch with our Nest team directly, please contact us via this page: *******************************************googlenest/gethelp

Thanks,
BBB Core Team

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Google, LLC is NOT a BBB Accredited Business.