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:05/18/2025

  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 participated in a Google tech study in ******** on May 7 & 12 after finding a ********** ad online asking New Yorkers to sign up for an ********** study, $75 each. They gave the impression that we would be paid right after the study, however, after a few days of not receiving an email w/ the virtual gift card payment I reached out to ask about the delay. I was then told that it could actually take 3 weeks or more. I emailed right back stating that I felt it was wrong that they are posting these ads & wasting New Yorkers' time w/ this study giving them the run around about getting paid & that they should make it CLEAR in their ads & on the days of the study about when people will be paid for their time. I also mentioned that I did this study for extra money for my chemo medicine this month & if they could pay me asap but this company still has not had the decency to respond to that. I want to file a complaint about the run around people have to do in order to get paid for the studies this company is conducting & the terrible, inconsiderate customer service. Below is also the email address I've been communicating w/...***************************************************************** I don't even believe I'll ever get paid for this study! Terrible!

  Business Response

  Date: 05/19/2025

  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 *******************************************
  
  Thanks,
  BBB Core Team

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23347534
  
  I am rejecting this response because:

  
  I already tried to contact the company on that website days ago & got no response. I would greatly appreciate it if this company would pay me my money asap & stop continuing to give me the run around.

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

  Business Response

  Date: 05/24/2025

  Hi,
  
  We have thoroughly reviewed your complaint and are unable to determine the specific product that you are experiencing issues with.
  
  We are willing to assist you further, however we would need more information to route your case to the appropriate team so that they can look into this ASAP.
  
  Heres what we need:
  
  1. What is the product that you are experiencing issues with?
  2. Any previous case ID that you could provide?
  3. Any other information that could help us to investigate this case.
  
  Once we receive this information, we should be able to assist you further.
  
  Regards,
  BBB Core Team
  
  

• Initial Complaint

  Date:05/18/2025

  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 5/17/2025 Google Fiber tech shut off our internet without authorization from the homeowner and put it in another familys name. Now they said they know it was their mistake but I cannot get my service back because they cant find the other party that made the account. I have 2 middle school girls that have end of year projects due and we have no internet. I have had internet here for many many years and now someone who moved and put the wrong address turned off my internet and as quickly as they turned it off illegally (because they never had authorization) they cant even restore it quickly.

  Business Response

  Date: 05/19/2025

  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 Fiber team directly, please contact here: *******************************************fiber/answer/2457687
  
  Thanks,
  BBB Core Team

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23347381
  
  I am rejecting this response because:

  My efforts in contacting you are over. I think two whole days of communication with absolutely nothing resolved due to a major error on your part. Why do I have to go looking for you when YOU cut off our internet and then m made it even harder to set it back up, which we shouldnt have had to to beefing with. I want my internet back up.with major perks for this illegal act.. and I want it done quick, fast, and in a hurry! Unless this is how you treat your veterans?
  
  Sincerely,
  
  *********** ********

  Business Response

  Date: 05/30/2025

  Hello,
  

  Thank you for your response and additional feedback.  We appreciate your concern in this matter and apologize for any inconvenience this may have caused.  Our system is indicating that there is currently active service at your location.  While details regarding credit cannot be discussed in this forum, we have reached out to our customer service supervisor team for clarification.  A member from that team should be able to follow up with you directly with more information.
  

  As always our customer support team is available 24/7 to assist in real time:
  ***************************************************************************************************************************************************
  

  Thank you,
  The GFiber Team
  

  
  

• Initial Complaint

  Date:05/18/2025

  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.

  On May 15th i purchased a physical google play gift card from ****** in the amount of $45 usd. Later when I got home I tried redeeming the gift card code, only to be alerted that "more info is needed to verify details, please fill out this form." I filled out the form and provided pictures of the gift card, and receipt. The next day I received a response from google stating there was inconsistencies with the provided details and that they could not assist me. I contacted google support chat and provided them all the details and my proof of purchase.the support assistant let me know he needed to talk to the specialist team and that I would have a positive response within 24 hours, still waiting on said positive response. I called the number kroger provided me for the card support and eventually they decided they would send a digital replacement card,which still hasn't been received. On may 17th I purchased $40.00 usd in digital google play gift cards from ******* to see if the issue was with the original physical card or if it's all google gift cards. I was alerted the same error with the digital gift cards, "more info is needed please fill out this form." So there's a total of $85.00 usd that google has just stolen from me and they have provided no help so far just received a run around.

  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

• Initial Complaint

  Date:05/18/2025

  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.

  Transaction Date: March 15, 2025 Posted Date: March 17, 2025 Amount: $145.59 Merchant Name: GOOGLE ********Premium Reason for Dispute: Duplicate charge due to subscription setup on the wrong Google account.Prior Actions Taken:Contacted Merchant: Yes Payment Method Used: BMO credit card Receipt/Invoice Provided: Yes Details of Dispute: On March 15, 2025, I mistakenly set up a ******* Premium subscription on the wrong Google account. I immediately attempted to cancel it, but *******s cancellation process was impossible to navigate due to circular help pages and a lack of clear instructions. They provide no phone support, live chat, or direct customer assistanceonly "X" (*******) and feedback forms, neither of which yielded a response. Their help pages state subscriptions cannot be transferred, requiring cancellation and re-subscription, leading to two identical charges within minutes.Google denied my dispute twice without reason, recourse, or ability to talk to someone. *** indicated it was not technically a duplicate charge and advised me to contact *******, but they have no functional customer support. Even the phone number BMO provided was out of service.With no alternative recourse available, *** suggested filing a complaint with the Better Business Bureau, although they expressed doubt about a resolution given Google's monopolistic position. I firmly believe this charge is erroneous, arising solely from the unavailability of a proper cancellation process and the complete absence of customer service support.I formally request a full refund of the initial charge and an investigation into Googles subscription practices and customer service accessibility.

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

• Initial Complaint

  Date:05/18/2025

  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'm Quarry the younger Brother. This is for my older Brother ********* Gmail account.We are using my current iPhone phone number and Business Gmail for BBB to contact back to us. We are doing this because at this moment he has a cell phone with NO service. Niterie also does not have his Gmail to update apps meaning this is a long list of things can't be done without that original Google account. Niterie made a second Gmail but it still won't let him get to the app store so we are trying to get the original account working. We are trying to contact and resolve this "Gmail password lock out issue". Niterie has a Gmail account but the problem is he cannot get into it AND we have tried everything Google has provided.We are unsure about when was the exact day but around 2024 this issue happened . The first signs of this issue is when a unknown person from a different state / location somehow logged into ********* account. The unknown person has access to Niteries ******** account. ********************** asked "is this you?" and the prompt said the person is from ********. Niterie clicked "No this isn't me". Niterie has tried to use a secondary Gmail after this to see if it will resolve the issue but no success.If we tried right now we will only get to a Google prompt saying "account recovery".1. verification code (to the *************************** Gmail we literally can't get into)2. verification code to Gmail we don't have contact with which is from parents friend. 3. try another way (which takes us to the website link and prompts of things we have done /loop hole of no help)tried to call some google numbers- directs us account recovery On *********************** end for help "provided" it is unfortunately a loop hole of no help. Niterie has been trying to resolve and get into his Gmail account all the way up until now.This is ********* Gmail account that he is "locked" out of that we need to get into:*************************** The Second Gmail account:***************************

  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

  Customer Answer

  Date: 05/24/2025

   
  Complaint: 23345785
  
  I am rejecting this response because: The Google links that the company has provided are links that we have done already. Meaning that we have did this and this is the same prompt Google gave already. For more context at the end of "Google Account Help" page it says "What if I still can't sign in?" we have tried the process of creating a replacement Google Account / ************************** account.

  Higher response is needed BECAUSE every step that "Google" advised has been done.
  
  Sincerely,
  
  Niterie *********

  Business Response

  Date: 06/02/2025

  Hi,
  We have worked with the customer to resolve this.
  At this time, we are unable to verify that the user owns the account in question with the information provided.
  It is important and imperative that all the conditions are met and a proper recovery process is followed to regain access to the account.
  We at ********************** are not at liberty to bypass any of the security measures in place to assist our users in such account recovery cases. Bypassing any of the procedures may lead to an unauthorized person gaining access to the account.
  This is in place to safeguard the security and privacy of the account holder and the security of the account is of utmost importance to us.
  Since we have provided possible assistance, we request BBB to close this case.
  Regards,
  The Google Support Team
  
  

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23345785
  
  I am rejecting this response because: The Google links that the company has provided are links that we have done already. Meaning that we have did this and this is the same prompt Google gave already. For more context at the end of Google Account Help page it says What if I still cant sign in? we have tried the process of creating a replacement Google Account / ************************** account.
  Higher response is needed BECAUSE every step that Google advised has been done.
  
  
  THIS still stands^
  in response to Google. NO Google has not worked with "US" the customer to resolve our account issue.
  2. WHEN is a good time to verify with DOCUMENTS that Niterie is the owner of this account.
  3. Niterie IS the ACCOUNT HOLDER. there is no possible assistance that is why we are trying to contact GOOGLE to verify that this is Niterie.
  KEEP IN MIND going to google account help didn't help us.
  if need as stated we can provide documents that this is Niterie and we would like to reset the password.  
  
  
  
  Sincerely,
  
  Niterie *********

• Initial Complaint

  Date:05/17/2025

  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 have an google account ************************** that I created a long time ago. I initially created an Additional accounts because I wanted to use it for other reasons asap. Thus while waiting to regain access to it. I have requested access via bbb sooo many times but to know avail. Im desperately needing access now. My son was shot by a police officer unarmed and I want to share copies of my sons baby pictures to create a short story movie to share to bring awareness for him. Im tired of asking. All they stay to me is to complete account recovery and I have tried this so many times but it is still not working. I believe that it has been hacked and someone is accessing it. I am aware that it is still active because I have emailed it so many times and it does not return undeliverable. That said, I am done trying to regain access and I will have to takeadditional measures. This google account is the only thing I have left of memories of my children. Why is it so hard. My current google has verified me and my home address and numbers havent changed. If I dont get help regaining access I will have to have the ****************** get involved and investigate who is accessing it and from what up addresses, BSSID numbers and device info in order for me to find the individuals. This is very important that I get access to my confidentiality. This is my right and I will say I feel extremely violated to say the least.

  Business Response

  Date: 05/19/2025

  Hello,
  
  Thanks for Google Account Recovery request. Weve sent an email to your contact email address with case ref #{0-0175000039011}. Please visit the link below for Tips to file an Account Recovery request.
  
  ******************************************************************
  
  Regards,
  The Google Team.

  
  

• Initial Complaint

  Date:05/17/2025

  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 am trying to post a review on a ******* fold 6 *** its not letting me ao my question is how much did ******* pay you to stop taking reviews I may have reached out to Google befor this conplant but you dont have a good way to contact you *** I expect a phone call bec I have a disability so my # is ********** and also well I am at it i would like to know why I was bullied for a year of google one and I still am also getting a mo charge and also woth google one I am to get support witch I have never gotten i also want to know how I change the email address on my yourube acc over to my **** with keeping everything on it

  Business Response

  Date: 05/18/2025

  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 One team directly, please contact us via this page: *******************************************googleone#topic=9171059 and 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: 05/18/2025

   
  Complaint: 23344961
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

   

  Once again let me remind Google that I have a disability and per the act of disabilitys I am requesting a phone call and I have also asked how much ******* payed you to not allow ppl to leave devices on the fold 6

  Business Response

  Date: 05/24/2025

  Hi Team!

  Thanks for bringing this to our attention. 

  We are currently investigating this matter and will update you shortly.

  Thanks,

  *******

  Google one Tier-3 Team 

• Initial Complaint

  Date:05/17/2025

  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 use *************** that use the more secure Safari browser. I am sick and tired of every time I log into Safari, I get a pop up from Google recommending to switch to Chrome. I have searched the web for a solution and only have found numerous complaints for the same issue but no solution. I have no intention of switching to Chrome and need to have Google to provide me with a way of disarming this annoying pop up. In fact, this annoyance is also one of the reasons I will not switch to Chrome. The solution is for Google to STOP this notification

  Business Response

  Date: 05/18/2025

  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 *******************************************
  
  Thanks,
  BBB Core Team

  Customer Answer

  Date: 05/18/2025

   
  Complaint: 23344847
  
  I am rejecting this response because:

  the response it total BS. It directs you to their website and, for Chrome, only again asks you to use Chrome as the browser. As stated in the original complaint, the response needs to be how to disable these notifications. 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 05/24/2025

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

  We request you to please check the *********** to remove unwanted ads, pop-ups and malware - *******************************************chrome/answer/2765944?hl=en-GB&co=GENIE.Platform%3DAndroid&sjid=1128163917109571883-NC

  Thanks,
  BBB Core Team

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23344847
  
  I am rejecting this response because: the response again refers to using Chrome as the Browser and making changes in Chrome. As stated numerous times, I am not going to use Chrome and need the steps on how to remove the EXTREMELY ANNOYING put up every time  open Safari to change to Chrome. I checked the notifications in System Settings and both sections for Chrome were turned off but the notification consistently pops up. This a a widespread issue o the web, with numerous treads, the Google refuses to provide a solution.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:05/17/2025

  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.

  FREE MSG: ******************* Alerts Card x3846 Did you purchase 17May $4.99 GOOGLE;Reply Y or N ASAP Reply HELP for help; STOP to Cancel - I uninstalled the Firesick app on May 15th because it was useless for troubleshooting. I also tried several times to remove this payment method from my Google account but they only allow you to replace NOT REMOVE ???? I want my payment method removed and my money refunded immediately. Thank you.

  Business Response

  Date: 05/18/2025

  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 Pay team directly, please contact us via this page:*******************************************pay/gethelp
  
  Thanks,
  BBB Core Team

• Initial Complaint

  Date:05/17/2025

  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.

  Google has uploaded all kind of Google apps I didn't install which the loans I applied for is being redirected and we sights I got to will not load saying its the web browser. it's the same as when I bought the phone. I've tried to contact Google and they will not calle back. I'd like to press charges against Google for the stress it's still causinge. in want nothing Google on my devices

  Business Response

  Date: 05/18/2025

  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