We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Internet Services

Google, LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

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

Find a Location

Google, LLC has 42 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Google, LLC

      1600 Amphitheatre Pkwy Mountain View, CA 94043-1351

    • Google, LLC

      3400 Hillview Ave Palo Alto, CA 94304-1346

    • Google, LLC

      1600 Amphitheater Parkway Mountain View, CA 94043

    • DoubleClick Inc.

      450 West 33rd Street New York, NY 10001

    • Zagat

      76 Ninth Ave, 4th Floor New York, NY 10011-5225

    Customer Complaints Summary

    • 9,043 total complaints in the last 3 years.
    • 3,262 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/20/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My account was unfairly and unjustly terminated by ******* over reasons they never explained to me in any way. I have tried to reach out to them countless times in the past to get the issue resolved and my channel reinstated, but every single attempt was met with a rejection and no explanation as to why. What Id like is for my channel to be reinstated, as I know that I did nothing wrong and that my termination was a result of a mistake on YouTubes end, as I only upload short gaming videos on my channel

      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 ******* team directly about a paid membership or purchase, please contact us via this page: *******************************************youtube/gethelp

      Thanks,
      BBB Core Team

      Customer Answer

      Date: 05/21/2025

       
      Complaint: 23352710

      I am rejecting this response because I have already tried their solution countless times in the past with it never helping at all. I want a real change, not to just go through their support system for it to not help me at all again. Their support system is the exact reason Im filing a complaint because it doesnt help in any way. What would resolve my complaint is ******* actually reinstating my account.

      Sincerely,

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

      Business Response

      Date: 05/29/2025

      Hello Enzo,

      Thank you for reaching out with your concerns.

      We remove and apply a strike for content that violates our Community Guidelines. Your account received a third Community Guideline strike before the first strike expired (within 90 days) and so your account was terminated. We have carefully reviewed your appeal and have determined that the account suspension was made in accordance with our Community Guidelines and Terms of Service. For this reason, we aren't able to revoke your account termination.

      Account terminations do not expire. You wont be able to access or create any other ******* accounts. Violation of this restriction is considered circumvention under our Terms of Service, and may result in termination of your account. If your termination appeal has been rejected, then you will not be able to recover your account.

      For more information about  Account Terminations, please visit our Help **************************************** Team


      Customer Answer

      Date: 06/06/2025

       
      Complaint: 23352710

      I am rejecting this response because: I believe the termination was a mistake and I would like my channel to me reviewed again, as I only uploaded short gaming videos that didnt break the guidelines in any way

      Sincerely,

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

    • Initial Complaint

      Date:05/19/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been trying to obtain my original email back *********************** since late September 2023. I paid out of my bank account for my email account I paid for ********************** ******* movies and I am unable to access my account. It's hard to get in touch with someone from Google directly

      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 Account Recovery issues, we recommend checking 'Tips to complete Account Recovery steps' (*******************************************accounts/answer/******** for help.
      If your account is disabled please go to this page:  *******************************************messages/answer/40695

      Thanks,
      BBB Core team

    • Initial Complaint

      Date:05/19/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On May 17th I received a message on instagram From what seemed like a close friend. They needed help resetting their instagram. I clicked the link to help and I was hacked on my Google email which was ********************** which had personal information on there. They switched all my info to there info so there is no way to get into it and they hacked my instagram which is ( johanna_kolok) and they started direct messaging all my followers to scam them and hack them. I could get into my instagram because they hacked my email as well. I tried to recover on the Google help center but nothing worked. I just want either access to it again or for ********************** to be deactivated so this hacker can no longer use my email to further anymore problems. I managed to switch my other accounts to my business email and took further per caution to my number. Nothing has worked and I dont want my identity or any information being stolen. I was cautious to even put my other email down cause Im so nervous Im going to be hacked again.

      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 Account Recovery issues, we recommend checking 'Tips to complete Account Recovery steps' (*******************************************accounts/answer/******** for help.
      If your account is disabled please go to this page:  *******************************************messages/answer/40695

      Thanks,
      BBB Core team

      Customer Answer

      Date: 05/21/2025

       
      Complaint: 23352552

      I am rejecting this response because:
      Thank you so much for reaching out and providing more information. The link that you guys sent I have already tried along with trying to recover my email. But every time I try to recover it whoever hacked into my email changed it to there own number and there own personal email as a back up so there isnt a way for me to get in, if you need any sort or proof by a ID or anything to show that gmail ************************ I would be more than happy to help. The day that it all happened I spent hours trying all the links and ways to get into it but this person at that time changed all there info to there own. I am a type 1 diabetic and I have sensitive information about my address and shipments of pump supplies going through that email and I dont want them to get into anything or change anything. Yet again I really appreciate you reaching out and I really hope we can figure this out. Thank you for your time.
      Sincerely,

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

      Business Response

      Date: 05/28/2025

      Hi,

      Weve sent an email to your contact email address with case Re: [5-2145000039506] Your Google Support Inquiry. Please visit the link below for Tips to file an Account Recovery request.
      ******************************************************************

      Regards,
      The Google Team.


    • Initial Complaint

      Date:05/19/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I requested a refund and it was declined from google. I subscribed to a service and only had it one day. I was charged for three months. I am including a picture to show that the service was canceled. I do not want to be charged for a service I did not use!

      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.

      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: 05/20/2025

       
      Complaint: 23352540


      Thank you for handling the complaint. 
      Sincerely,

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

      Business Response

      Date: 05/28/2025

      Hi  Team,

      Thanks to reaching out to the Google support!

      We've reviewed the user's concern and checked their account. We see that the order GPA.3371-0737-7596-45263 for $44.99 has been cancelled and refunded. They should see the refund in their payment method within 1 to 10 business days.

      We have informed the same to the user via case Id- ***************.

      Thanks,

      Sumit

      Google support Team



      Customer Answer

      Date: 06/06/2025

       
      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:05/19/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      There is a google maps / business profile review for J&M auto body at the address listed above that is harassment and defamatory. It is also false. Google is allowing bullying and harrasment to take place on their platform.

      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 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

    • Initial Complaint

      Date:05/19/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am fighting with an app on google play, Modern Strike Online, and since it is based in ****** I cannot file a complaint against ************************** My game account was unfairly locked on 5/9/25 saying I violated the **** by selling my gaming account, which I did not. A player messaged me asking to buy my account, I said Im not him because I didnt want to talk to the person, and they turned me in saying I sold my account, which is against the games rules. the next thing I know my account was suspended. I emailed ************************** and they said my account was locked for violating the terms by selling my account. I told them about the player who asked to buy my account, I sent them proof of my identity, pictures of my gmail account, anything I could think of to prove my account is my account, Their response is they cant take action against the player who tried to buy it without proof but because they locked it I cant access my gaming account to show them the message I received of someone trying to buy my account. I have spent thousands of dollars on this game, and it is not fair that they have suspended it with no proof that I sold the account, because there is NO proof, the account is mine! I am extremely frustrated and getting nowhere emailing this company. I dont know where else to turn. Since the app is available on google play and google is located in the *** I figured Id start by filing complaint against google, as I am getting no results trying to deal with the company itself.

      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.

      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: 05/20/2025

       
      Complaint: 23350064

      I am rejecting this response because:

      Sincerely,

      **** *****

      II have already contacted the google support by phone and was provided no case number and they said they could not do anything this is the problem they have taken thousands and locked me out with no resolve and google will not help and they sold me the app and moneys to do so 

       

      Business Response

      Date: 05/28/2025

       

      Hi Team,

      Thank you for contacting Google Support. We are addressing the user's report concerning their account being banned by the app developer.

      Please be informed that the Google Play Store functions as a platform that hosts a wide variety of applications developed by third-party entities. While we provide the platform for these apps to be distributed and made accessible to users, the ongoing management, functionality, and support for these individual applications are the responsibilities of their respective developers. 

      To report the app developer, we need some information from the user. We have contacted them directly through case ID: ****************** to request the required details.

      To share their experience with other users, the user can leave a public review on the ********************** Play Store: ***********************************************************************************************************************************************

      If the customer has anything else to add that can help us, please feel free to reply to the email.

      Thanks,
      Amrita

    • Initial Complaint

      Date:05/19/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ************************** (**************************) is a large app maker on the Google Play Store. They have recently purchased or "aqcuired" (the arrangement is unknown at this time) the App "Ratio: Productivity Homescreen". The app had an expensive $90 lifetime access license that that is not being honored by the cureent owner **********************. When people reach out they pretend to want to fix the situation and encourage you to reach out by email but then block/ignore your requests even when providing proof of purchase alongside device identification. I will provide proof of my purchase and google play store order number alongside this. The company website is suspicious with dead links for various things like copyright as well and overall I suspect shady dealings after being rug pulled from my lifetime license after several years.

      Business Response

      Date: 05/22/2025

      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

    • Initial Complaint

      Date:05/19/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I paid 350$ for a Google Pixel Watch 2 back in October 2023. My warranty ended in October 2024, but 2 weeks ago, my watch randomly shut down. After troubleshooting--resetting, charging with the original charger, etc--nothing worked to turn my watch on. I contacted Google customer support and sat on hold for several minutes, but they only offered me a repair cost of 248$. I called again a few days later, spoke with a supervisor, and was given no other options. I argued the Implied Warranty of a $350 smartwatch should be longer than 18 months, but the supervisor responded with, "I have given you the same answer three times now; if there are no other questions, then that is all I can do." The first date of contact was May 13th, 2025, and the second date of contact was May 19th, 2025. I am not pleased with the attitude of customer service, and that no options were explored to help resolve the issue other than a 250$ repair cost--which is more expensive than buying a new watch outright.

      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 Nest team directly, please contact us via this page: *******************************************googlenest/gethelp

      Thanks,
      BBB Core Team

    • Initial Complaint

      Date:05/19/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Every time we make a Google personal account, it immediately gets turned into a business account and has an administrator on it and I no longer have control of my Google account. This has been happening for five years. I have bought new phones and never transferred any data over got new phone numbers despite all these attempts somebody is very quickly changing a personal account into a business account within minutes.

      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.

      For Account Recovery issues, we recommend checking 'Tips to complete Account Recovery steps' (*******************************************accounts/answer/******** for help.
      If your account is disabled please go to this page:  *******************************************messages/answer/40695

      Thanks,
      BBB Core team

    • Initial Complaint

      Date:05/19/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Safety concern and failure to replace the google pixel 8 cell phone that is still under manufacture warranty only because the phone overheating in hand did not want to turn on while it was not on its charger just to verify. The fact that it had burned so well that the phone in that moment had accidentally dropped due to the heat as well the back came open at the same time it hit and the batterie besides the phone itself cracked all the way around. Google pixel will not heed the safety concern and will not do a full replacement on the phone I have. There is no local retailer here and service providers ***** which can not send replacement will want me to travel over 4 hrs to make contact with a location when they had originally had the phone sent to be by mail in which case they should been able to send replacement as multiple calls had gone in. Which I will be emailing yous a complaint about it as well. I can send few pictures however there is one picture that I can send to yous when receive your email back. And more information can be provided as well. Please note house number is ************ in case my wife's number is not at home.

      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 Pixel team directly, please contact us via this page: *******************************************pixelphone/gethelp

      Thanks,
      BBB Core Team

    Google, LLC is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.