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

• 

  DoubleClick Inc.

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

• 

  DoubleClick Inc.

  450 West 33rd Street New York, NY 10001

• 

  Google, Incorporated

  1101 New York Ave NW Ste 200 Washington, DC 20005-4295

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:05/15/2025

  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.

  Hello, so Google doesn't have any support options for this but I wanted contact from the company to discuss the right to be forgotten regarding some web pages. I know that it mainly only applies to the ** however I just want to see if there are any options.

  Business Response

  Date: 05/15/2025

  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.
  Unfortunately your report does not include any identifying information for the product you are seeking assistance on. Here is what we need to help you:
  -Which Google product are you being charged for?
  -Have you opened a support ticket with our dedicated Support Team?
  -If yes, please reply here with your support ticket ID number. 
  Need a support ticket ID? To assist you as fast as possible, please visit our ************ Choose the product from the list and click Contact Us. 
  *******************************************
  We will be happy to help you just as soon as we have more information. 
  Thank you,
  Google Support Team
  
  

  Customer Answer

  Date: 05/15/2025

   
  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:05/14/2025

  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.

  To Whom It May Concern,I am submitting this complaint regarding unresolved issues with both my Google Fi and Google Play accounts, which have now persisted for over a month.Summary of the Issue:After purchasing Google Play balance, my account was flagged without warning. This has blocked access to my purchased balance and affected functionality across multiple apps and games.Despite repeated attempts to contact support over the past two months, I have not been provided with a clear explanation for the account *************** addition, my Google ********* servicewhich both I and my wife rely onhas been disrupted for over six weeks. Multiple support requests have failed to resolve the issue.I use my phone for work every day, and this disruption has caused stress, lost productivity, and financial impact.Resolution Requested:Immediate unflagging of my Google Play account and restoration of full access to my purchased balance and associated services.Restoration of full Google ********** for both my line and my wifes.An explanation in writing of the reasons for the account flag.If these issues cannot be resolved promptly, I request financial compensation for the time affected, and I will pursue binding arbitration or legal remedies if necessary.Please respond within 10 business days. If not resolved, I will proceed with complaints to the BBB, FCC, and initiate arbitration per Googles terms of service.

  Business Response

  Date: 05/15/2025

  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 and 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:05/14/2025

  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 filing this complaint against Google LLC regarding the recent shutdown of my business email account, which has directly impacted my livelihood.Due to a recent and serious health event, I was unable to work for an extended period. My business emailhosted through Google Workspacewas the primary means of operating and earning income. During my recovery, I was informed that my account would be deactivated unless payment was made. Google extended the ***** period for a maximum of 14 days, which I was unfortunately unable to meet due to my ongoing medical circumstances.Despite explaining my situation and the health-related hardship I was experiencing, Google proceeded to shut down my business email account. This decision has left me without access to crucial business communications, client information, and the primary tool through which I support myself financially.I am requesting the following resolution:Temporary reinstatement of my business email account to allow recovery of critical data and communication.An extended ***** period or flexible payment arrangement due to medical hardship.A review of current policy to accommodate users facing documented health emergencies.I believe Google's rigid policy enforcement in this case is unreasonable and has had a disproportionate impact given the circumstances. I am seeking assistance from the BBB in facilitating a fair resolution to this issue.

  Business Response

  Date: 05/14/2025

  Hello , 
  
   We apologize for any frustration you may be experiencing as a result of Google products or support. 
  For the best and fastest support for your concern, we encourage you to contact us directly using the specified links below:
  *****************************************************************
  
  If you have already reached out through Google Support channels, we ask that you share your most recent support inquiry ID, so we can further investigate. Thank you.
  
  For additional products and information, please contact us at *******************************************
  
  Thank you,
  Google Support Team
  
  

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23329473
  
  I am rejecting this response because: as explained in my complaint I do not have access to my email. So I did reach out to the support team already and they extended the 14 days however, I do not have access to the inquiry ID or any other necessary details of that conversation. The name of my domain is @************************. Im sure Google has the capability to find my information. 
  
  Sincerely,
  
  ******** Arias 

  Business Response

  Date: 05/24/2025

  Hi,
  Our dedicated specialists team is currently working on your case and we are in continual communications with them to monitor the progress of the issue.
  However, this is taking more time than usual. We request for more time so that we can explore all possible solutions and provide the best solution.
  Your patience is appreciated while we work for a resolution for you.
  Regards,
  BBB Core Team
  
  

• Initial Complaint

  Date:05/14/2025

  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.

  Yesterday I called and talked to the representative ******, he told me I would have wait 20 days until June 5th for my refund. That wasn't going to work. So suddenly he can do it with in3 to 5 days. Now I see that they charged me again. $70.70. For this reason I do not trust them to fix the offense again.

  Business Response

  Date: 05/14/2025

  Hello, 
  
  We apologize for any frustration you may be experiencing as a result of Google products or support. For the best and fastest support for your concern, we encourage you to contact us directly using the specified links below.
  
  If you have already reached out through Google Support channels, we ask that you share your most recent support inquiry ID, so we can further investigate. Thank you.
  
  For additional products and information, please contact us at *******************************************
  
  Thank you,
  Google Support Team
  
  

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23328851
  
  I am rejecting this response because: that is what I did the first time, yesterday. I was charged for services not received, refunded and then charged again. This is unacceptable. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 05/19/2025

  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 billing system will automatically refund any credit balance that remains on your account the month following the date of your cancellation. Additional details about this process can be found here:
  ***********************************************;
  

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

  Thank you,
  The GFiber Team
  

  
  

• Initial Complaint

  Date:05/14/2025

  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.

  0 last month Google went into my old Gmail account and build me for an app that I try to 7-day trial on that I didn't keep The app was Aura I contacted Google and told him I didn't authorize that I just did the 7-day trial and I didn't authorize a payment to be taken out they told me wait a couple days they got a hold of me and said you ever going to return it to the card that you got it tooken off of give us five to seven business days it's been over two weeks I want my money I need it I'm on fixed income I'm on the low end disabled can't work

  Business Response

  Date: 05/14/2025

  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:05/13/2025

  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.

  After android security update on April 5th, the front camera and flashlight of my pixel 7 no longer work with the flashlight icon greyed out with the message "camera in use". I was encouraged by pixel support to perform a full factory reset which I did at the cost of four hours of my life and the problem persisted. I then took the phone to a repair store recommended by Google where the staff said they couldn't fix the issue because it was a software problem. I like my pixel, but this problem is frankly stupid. Looking on Google's own support forums, thousands of people have had this issue before and google just ignoring this issue shows a complete lack of respect for its pixel consumers.********************************************************************************************************************************************************************** ****************************************************************************************** IMEI: ***************

  Business Response

  Date: 05/14/2025

  Hi,
  
  We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************
  
  If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.
  
  To get in touch with our Pixel team directly, please contact us via this page: *******************************************pixelphone/gethelp
  
  Thanks,
  BBB Core Team

• Initial Complaint

  Date:05/13/2025

  Type:Order 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.

  Our google maps business profile has been suspended randomly without any reason. After some investigation into the matter, Google has stated that our account was suspended on the pretext of some policy violations. We followed their appeal protocol, and the response was very broad, claiming it was shut down due to "deceptive practices" with a link to 20 potential policy violations, which none of them applied to our case. As we pressed for more answers, responses were again very general nature pointing us to use the "Business Profile appeals tool" which didn't answer anything to start with outside of the very broad accusation with no specifics. The *** also stated that the profile has been taken down by the Google system and it's outside of their control. The entire experience is very bullish in practice and we would like some clear answers. We have no issues following al google guidelines and have had that profile for roughly 4 years without any prior policy violations.

  Business Response

  Date: 05/14/2025

  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: 05/14/2025

   
  Complaint: 23326084
  
  I am rejecting this response because:  I have made multiple attempts to settle this matter through direct Google support via email, they just route us to an automated system that just denies the appeal without any specifics, and the support team keeps saying there is nothing they can do.
  Sincerely,
  
  *** ***********

  Business Response

  Date: 05/22/2025

  Hi ***,
  
  We hope this email finds you well!
  
  We understand that you want to fix the concern regarding the business profile "ANR Fleet Services", ******************************************************************************************************************************************** We will send an email to the email address you have provided for additional information. You may refer to this case id: ***************. 
  
  If you have any questions, please let us know.
  
  Regards,
  Google Business Profile Support Team 
  

  Customer Answer

  Date: 06/03/2025

   
  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.  After a month of persistent attempts, Google has finally decided to address this issue, and they have resolved it.
  
  

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

• Initial Complaint

  Date:05/13/2025

  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 regarding a serious billing issue that has not been resolved through standard support or FCC complaint channels.I have the Unlimited Premium plan, which includes unlimited calls to U.S. numbers. I was deployed to ***** in July 2024, and for 9 months, my calls to U.S. numbers from ***** were not charged. However, starting in April 2025, I began being billed international rates for the same exact calling pattern from my U.S. number to other U.S. numbers resulting in a threefold increase in my bill.A large majority of service members stationed overseas utilize Google *********** specifically to avoid these outrageous international fees. If it were to become broadly known that Google is now engaging in these predatory pricing practices against active duty service members, I would imagine there would be a widespread exodus of Google Fi customers.Because I have not yet encountered anyone else having this problem, I am inclined to believe this is a misapplication of your billing policy. Your customer service representative did not appear to understand the issue and refused to escalate my concern. I have already filed an *** complaint, but your response did not address the discrepancy.I am requesting a refund or credit for the misapplied international charges.Due to the lack of concern and understanding demonstrated through the standard support channels, I have Cced multiple other Google departments in an effort to obtain adequate attention to this problem that effects tens - if not hundreds - of thousands of deployed service members.V/r,Mat BowersLT, MC, USNOkinawa, ***********************

  Business Response

  Date: 05/14/2025

  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: 05/14/2025

   
  Complaint: 23326067
  
  I am rejecting this response because:
  
  I have spent hours on the phone, on the app text chat, and email with Google support. They have been unhelpful and often obstructionist. Per the request of Google, LLC, here is the case ID for my most recent series of email exchanges subsequent to an FCC complaint on the same subject. 
  

  Case ID [***************]

   

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

  Business Response

  Date: 05/16/2025

  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 ticket # 9-7622000038747.

  The user was educated that the charges are correct, and have provided *********** articles that serves as a backup of the information provided. 
  1. International Coverage and Rates: ******************************************************************************************************************************************************************************************************************************'m-traveling-abroad
  2. Find your extra charges: ******************************************************************
  3. Unlimited, Flexible & Group Phone Plans & Rates: ****************************************************************************
  4. TOS: *****************************************************************

  We ask that the BBB close this complaint as we have been working with the user towards a resolution.
  

  
  

• Initial Complaint

  Date:05/13/2025

  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.

  8/15/2024 Co did not publishing my manuscript as required

  Business Response

  Date: 05/14/2025

  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

• Initial Complaint

  Date:05/13/2025

  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.

  I was charged ****** dollars for my Month of April ******* from April 3rd to May 3rd billing cycle. I lost ******* the second week into April and when I called them MULTIPLE times to get ******* fixed they just kept telling me to give them 24 to 27 hours and it would be fixed. Upon giving them 3 weeks and many calls with them telling me the issue would be escalated and fixed they still have not fixed the issue. And when I called and to get a refund because on the 13th of May they charged me I was told it would be escalated and I could not be refunded the money. And maybe by next month they would credit my account when they are charging me again even though I still currently don't have *******.

  Business Response

  Date: 05/14/2025

  Hello, 
  
  We apologize for any frustration you may be experiencing as a result of Google products or support. For the best and fastest support for your concern, we encourage you to contact us directly using the specified links below.
  
  If you have already reached out through Google Support channels, we ask that you share your most recent support inquiry ID, so we can further investigate. Thank you.
  
  For additional products and information, please contact us at *******************************************
  
  Thank you,
  Google Support Team
  
  

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23323463
  
  I am rejecting this response because: I have reached out to their support channels for 3 weeks and got NO number only told my issue would be escalated. And when calling back no one knowing anything about the issue and doing it all over again. So no this response is not good or ok. I contacted them directly more times than needed and have the call logs to prove it. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 05/16/2025

  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?

  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
  

  
  

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23323463
  
  I am rejecting this response because:
  I have put in the complaint the service i am having issues with. So your response further shows your lack of care or effort for the issue. It is your internet service that you provide. So I am informing you AGAIN. IT IS YOUR INTERNET SERVICES. 
  Sincerely,
  
  ***** ******