Complaints

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

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• 

  Google, LLC

  1600 Amphitheatre Pkwy Mountain View, CA 94043-1351

• 

  Google, LLC

  600 - 10 Dundas St. E Toronto, ON M5B 2G9

• 

  Google

  111 8th Ave New York, NY 10011-5201

• 

  DoubleClick Inc.

  111 Eigth Avenue, 10th Floor New York, NY 10001

• 

  Google Fiber

  201 Colorado St Austin, TX 78701

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:05/20/2025

  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.

  *** plus keeps freezing tried to resolve thru Google play said can't refund

  Business Response

  Date: 05/21/2025

  Hi,
  
  We apologize for any frustration the customer may be experiencing as a result of ******* products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly.
  
  To get in touch with the ********** support team via phone, chat, or email, please use this page: ************************************************************
  
  If the customer has already reached out through this page, we ask that they please share their existing Case ID, so we can further investigate. Thank you.
  
  Thanks,
  BBB Core Team

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23357083
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:05/20/2025

  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 am a customer of ********************** Ads, who is currently taking my money every month but not proving any customer support service. They recently suspended my account which I rely on for my living. They have provided no explanation and provide no level of support as you can only talk to computers.

  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 Ads team directly, please contact us via this page: *******************************************google-ads/gethelp
  
  Thanks,
  BBB Core team

• Initial Complaint

  Date:05/20/2025

  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.

  Hello, I have a mobile phone through Google Fi. I bought an upgraded phone last year. When it broke this year, Google Fi replaced it under my warranty. As requested by the company, I ******* the damaged phone back within the 14 day window. I have the receipt for that return and so does Google Fi. Despite following the companys directions, Google Fi charged me $1,000 for not returning the phone on time. Ive since contacted the company 9 times and had 9 conversations in which Google Fi admits they were wrong. They admit they received my damaged phone and on time. They have NOT, however, issued me a refund. It has been many months. When I contact them now, they say theyll have a supervisor email me within 24 hours. Ive been promised that 3 times. It has never happened. Thank you for your help. *****

  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 Google Fi team directly, please contact us via this page: *******************************************fi/gethelp
  
  Thanks,
  BBB Core Team

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23355885
  
  I am rejecting this response because:  

  Google Fi suggests contacting their customer service. I have contacted customer service NINE times to no avail. The customer service has not given me a case number.  Google Fi should be able to see my case by looking at my account which is under *****************************  

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

  Business Response

  Date: 06/04/2025

  Hello BBB Team,
  We thank the customer for providing us with this information. We see that the customer is currently in contact with one of our agents through case #3-7467000038422. 

  We can see that the refund for the charge of the replacement device has been successfully completed so we ask the BBB team to close out this complaint.

  Thanks, 

  The Google Fi Support Team

   

• Initial Complaint

  Date:05/20/2025

  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 am filing this complaint against Google Fi due to a critical failure in activating my service via eSIM, and the complete lack of effective support from their customer service team.On May 18, 2025, I attempted to activate service with Google Fi using an eSIM and ported in my existing phone number. The activation has been stuck in an incomplete state, and I am unable to make calls, receive texts, or access any personal or financial apps that rely on SMS-based two-factor authentication.This situation has compromised my access to banking, business communications, and authentication for secure logins, causing extreme inconvenience and financial disruption.Despite multiple contacts with customer service over several days, I am repeatedly told to wait with no resolution or escalation. No one has initiated any backend intervention to resolve the stalled activation, and I have received no meaningful support or communication from a technical escalation team.This is a severe service failure not only has my number ported away from the previous carrier, leaving me without service, but Google Fi is now effectively holding my number hostage, with no access and no timeline for resolution.Relief Sought:1.Immediate manual intervention to complete activation on the backend, restoring full service to my device and ported **************** confirmation of resolution and restored service.3.Optional: Reasonable compensation or account credit for the service disruption and hardship caused.I expect this matter to be resolved without further delay. If unresolved, I may consider further complaints to the *** and state consumer protection offices.Sincerely,**** ********

  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 Google Fi team directly, please contact us via this page: *******************************************fi/gethelp
  
  Thanks,
  BBB Core Team

• Initial Complaint

  Date:05/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  If I had ever gotten the opportunity of authenticating the three websites I created at Google Sites they would have been highly profitable websites. As it turns out I never got the opportunity of authenticating them. Google deleted my log in account at ************************ before I could get the chance. Information on those three sites is lost forever with far reaching treble damages. Only way that Google can ever amend this would be by granting me full discretion over all daily operations with well ver fifty percent ownership of the entire company. I have all the necessary leadership skills necessary to carry out such a responsibility, Google and ********* both.

  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 Account Recovery issues, we recommend checking 'Tips to complete Account Recovery steps' (******************************************************************) for help.
  If your account is disabled please go to 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:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Google Play regarding a purchase I made on May 6, 2025. I bought $15 worth of Google Play credits, but immediately after the transaction, I was notified that these credits cannot be used in ******* and are only valid in *****************. This important restriction was not made clear before completing the purchase.I contacted Google Play support the same day, and a customer service representative informed me that once the transaction was processed, I would be eligible for a refund. I followed up today, May 20, 2025, after confirming the payment went through. However, I was told by a different representative that no refund could be issued.I spent 47 minutes on the chat without any proper resolution. The issue was escalated to a supervisor, but the chat was abruptly disconnected before I had the chance to respond or explain further. I was left without any meaningful support, and Im now stuck with credits I cannot use.I find this incredibly frustrating and unacceptable. Google Play has taken payment for a service that is inaccessible to me and is now refusing to honor the refund that was initially promised by their own representative.I am requesting a full refund of the $15 paid for the unusable Google Play credits.

  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.
  
  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:05/20/2025

  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.

  Rebate was removed despite having service active past few months and I'm not entirely sure how it was paused without my authorization, I renabled and I stalled app just to resume and talk to support which were of no help.I don't know how my service was paused without the Google Fi app but it voided my promotion I've since changed my passwords to protect my account but need my rebate reinstated I have zero reason to pause my service I use it for emergencies in case I need it and why I have the flex plan and I was planning on having it as a second ******** on my upcoming trip to *****, I'm asking for Google to do the right thing and fix this this should have never happened and I had to reinstall the app just to talk to support so there was no physical way for me to pause services. The first mention of this was an email saying I'd lose my promotion and support was of zero help in this matter despiteit being an obvious error. As soon as I found out this issie happened I installed and resin stated service as it was disabled on both app and website. Ideally I'd like to keep this out of forwarding to the attorney general in my state and just want this correct and it's all I'm asking for.

  Business Response

  Date: 05/20/2025

  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 Google Fi 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
  
  

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23353230
  
  I am rejecting this response because:  I have reached out and they were unhelpful despite my good faith efforts to have this issue corrected right after I received email notification about this issue.  As stated I was not aware of this happening and did not even have th Google Fi app on my phone so I have no idea how this would hVe occurred as googlefi is my secondary sim I use on my device in case of emergency only. 

   

  Chat with folks on the phone did not go well I do not want to have to contact my attorney general or get courts involved in this matter I just want this situation corrected and made right and that's all I'm asking for here as stated before immediately after having been made aware of this issue I reached out to resolve this matter promptly and respectfully.

  Chat transcript:

  3-2268000039228

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

  Business Response

  Date: 05/28/2025

  Hello BBB Team,
  We thank the customer for providing us with this information. We see that the customer is currently in contact with one of our agents through case #7-4484000039231.

  We were able to confirm that the customer paused the service causing the promotion to be invalidated. Since the Terms and Conditions were not met Google Fi is unable to restore the promotion. 

  Promotion T&C: ************************************************************************

  We ask the BBB team to close out this complaint since Google Fi is unable to change the T&C.

  Thanks, 

  The Google Fi Team

  
  

• Initial Complaint

  Date:05/20/2025

  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.

  I have paid for a Play store in-app item, ************** GPS Nautical Charts. This item is not a subscription but a one-time purchase. However, after changing device the item is no longer accessible. I have contacted developer, no response. I have submitted refund to Google, but it's all automated ********.

  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.
  
  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

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23352972
  
  I am rejecting this response because:
  I have received automated response for 0-0952000039084 support case, it says if I don't receive response for developer for 3 business days, I can apply for refund. However as I previously tried, my refunds are automatically rejected.
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 05/29/2025

   

  Hi Team,

  Thanks for reaching out about the customer's refund request.

  We understand that the customers in-app purchase refund request for Canada & *** - GPS Nautical Charts is due to the app prompting them to purchase again.

  We have investigated the issue further and approved the refund request for a total of ***** CAD. We have reached out to the customer directly with the details of the refund.

  The customer can check their email for a new response from us with case ID [0-2121000038964] in the subject line.

  Thanks,

  Amrita
  
  

  Customer Answer

  Date: 06/10/2025

   
  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:05/20/2025

  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.

  I am filing a formal complaint against Google for what I believe are unfair and anti-competitive practices that are harming my small business, ********************************* Despite submitting all required documentationincluding business licenses, vehicle photos, and insurance *********************************** has repeatedly failed or refused to verify my business without clear explanation. On multiple occasions, my business documents were successfully verified and then later inexplicably unverified, disrupting my ability to operate online. Additionally, my Google Ads account and local business profile has been suspended without warning or meaningful justification. The appeals process is opaque and ineffective, with responses that are either automated, generic, or conflicting. Efforts to resolve these issues through Googles support channels have proven fruitless, as the system is largely automated, unresponsive, and lacks any clear escalation path. This has placed my business at a serious disadvantage compared to competitors who may not face the same obstacles. Google's dominant market position leaves me with no viable alternatives, forcing me to rely on a system that is inconsistent, opaque, and detrimental to fair competition. I am requesting that the *** investigate Google's verification and account enforcement practices, assess their impact on small businesses, and require Google to implement transparent and accessible systems for resolution. As a small business owner, I depend on access to these platforms to remain competitive, and Google's current practices are actively undermining that opportunity.

  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 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: 05/29/2025

   
  Complaint: 23352818
  
  I am rejecting this response because:

  I have already reached out to them with no resolution. They take no actions or provide any explanations they just refer you somewhere else.
  
  Sincerely,
  
  ********* ********

  Business Response

  Date: 06/04/2025

  Hi *********,

  Greetings from Google Business Profile Support. We hope you are doing well.  
  
  This email is in reference to your inquiry about the business profile "********************************.".
  
  We would like to apologize for the inconvenience and disruption it has caused. We understand that you want to reinstate the business. It looks like your issue will be best resolved through the Google Business Profile appeals tool.
  
  In the tool, you can:
  
  * Review restricted profiles and rejected contributions
  * Submit appeals for certain moderation decisions made by Google
  * Review your appeal status
  
  For more information on the GBP appeals management tool, you can review our Help Center article.

  Please let me know if you have any questions.
  
  Sincerely,
  Google Business Profile 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.

  Date of issue: Started on April 11 through May 9, 2025 Complaint against Google, Google Store Support Google promised and then denied at least four times, the ability to use an offered battery discount code with an offered promotional code toward the purchase of a new phone. Please see the uploaded document, "Retractions of Offered Code of new Phone by Google Support" for more details.Summary: I received a discount code for a battery issue regarding my current phone. But I could not use this and a promotional code together. Looking to find a resolution, I contacted Google Support. I was promised that I could in fact use the codes together. However, this promise was retracted almost immediately after.This promise and retraction cycle continued at least four times in the span of one month. I believe this may be in violation of consumer protection laws.

  Business Response

  Date: 05/20/2025

  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 Store team directly regarding any existing orders, please contact us via this page: *******************************************store/gethelp
  
  Thanks,
  BBB Core Team

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23352757

  My response:

  The appropriate case IDs are available in the attachments that were provided in the original BBB complaint.   It seems that you found one of them already as I received an email in one chain today. However, I cannot perform the verification task you asked of me as the link does not allow it, as noted in the email reply I sent to Google support directly. Screenshot of the verification was provided.

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

  Business Response

  Date: 06/05/2025

  Hi Team,
  

  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,
  Google Support Team

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23352757
  
  I am rejecting this response because:
  

  Google has reached out, and proposed a refund after my purchase. I made the purchase. The refund is still pending or not issued yet so this is not yet closed.

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