Business Profile

Internet Services

Google, LLC

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

9,035 total complaints in the last 3 years.
3,263 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:05/13/2025
Type:Billing 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.
Within a one-year period Google charged me $21.76 three times (June 6, 2024, November 16, 2024, and May 23 2025) instead of once for a 100 GB annual subscription storage plan. Twice during the one-year period Google sent me trial promotions to upgrade my plan, which I accepted. What I didn't realize was that after canceling the trials, Google charged me to revert back to my original 100 GB plan instead of honoring the year I already paid for. So I essentially paid $65.28 for a plan that should have only cost $21.76 for a year.
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: 23323435

I am rejecting this response because: I already reached out to Google support and they were not helpful in the matter.

Sincerely,

****** Dolor
Business Response
Date: 05/16/2025
Hi Team,

Thanks for bringing this matter to our attention.

We will investigate the concern and will share the insights soon.
******* Bharti
Google One Team
Customer Answer
Date: 06/03/2025

Better Business Bureau:

Google contacted me personally to resolve the matter and I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** Dolor
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.
I have purchased 3 giftcards for Google Play. Upon entering them for redemption it requests more information before it can be redeemed. I have submitted the information requested no less than 3 times. I have ensured that it is clear and correct information and they continue to say that I need to resubmit the information. I have been attempting to resolve this for over 2 weeks. Please help me.
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.
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:05/13/2025
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.
GOOGLE REFUSES TO EXPLAIN WHY I DO NOT GET A MONTHLY RECEIPT IN MY INBOX FOR THIS ACCOUNT. THEIR REPLY EMAILS ARE OFF TARGET AND EVASIVE:******************************* GOOGLE ***************************************************** ************** **************************************************************************************,*************************************************************************,*****************************************************************,****************************************************************, fiber-legal-********************************** **************************************** legal-exec-************************************** *********************************** ***************************************** ************************************************************,********************************************************************************* RECEIVING MONTHLY PAYMENT RECEIPTS AND REGULAR MONTHLY CHARGES NOT APPEARING IN MY BANK ****************************************** 30 ASKED ABOUT CHARGE OF 1.99 USD ON 04/21/2025.2025 05 02 I CLARIFIED TO GOOGLE THE DATES OF EXPECTED BILLING FOR MY THREE PAID ACCOUNTS.
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?
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

Customer Answer
Date: 05/16/2025

Complaint: 23322346

I am rejecting this response because:
THE MATTER HAS NOT BEEN ADDRESSED. ANSWERS TO YOUR POINTS:

1) What is the product that you are experiencing issues with?
EMAIL ACCOUNT *******************************

2) Any previous case ID that you could provide?
GOOGLE TICKET
2-6043000038603

3) Any other information that could help us to investigate this case.
I DO RECEIVE THE MONTHLY RECEIPTS FOR MY OTHER EMAIL ACCOUNTS. FOR THIS ACCOUNT IN PARTICULAR IT IS EXPECTED ON THE 26TH OF THE MONTH BUT I DO NOT RECEIVE THEM.
Sincerely,

***** **** De La Hoz
Business Response
Date: 05/24/2025
Hi Team!
Thanks for highlighting this issue regarding the monthly receipt of user's subscriptions we will investigate this issue and share the updates soon.
Regards,
******* ******
Google one Tier-3 Team
Initial Complaint
Date:05/13/2025
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.
- Nov 28, 2024 I purchased a Pixel Watch Band 45mm, Performance Loop, Obsidian from the Google Store - Dec 5, 2024 I received the item. After trying and being no satisfied I immediately requested a returned. A shipping label ****** Tracking: ************) was created and sent to me. I sent back the item that same day.- Dec 9, 2024 Google receives the item.- Feb 2, 2025 I realize that I never got refunded and I contacted Google Support. They stated that they needed to escalate my issue.- March 3, 2025 after lot of back and forth trying to get an update google informs me, quote: "We've just received an update from our higher support team, and unfortunately, your refund request has been denied. This decision was made because we did not receive the package you intended to return." I immediately reached back to them with the tracking number stating that it was sent and received, signed by *.*******. - Mar 17, 2025 Google responded to me again with the same answer quote "We've just received an update from our higher support team, and unfortunately, they've confirmed that we did not receive the returned device. As much as we would like to process your refund, we are unable to do so without the device being received. We understand this is disappointing, and we recommend checking with the shipping carrier to investigate the status of your return shipment."And this was the end of it.
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.
To get in touch with our Google Store team directly regarding any existing orders, please contact us via this page: *********************************************************************.

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

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

Thank you,
Google Support Team

Customer Answer
Date: 05/16/2025

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:05/13/2025
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.
Between September 2023 and December 2024, I made over ***** in-app purchases totaling nearly $6,000 in a mobile game called "Build Master: Bridge Race" through the Google Play Store.The developer engaged in the following misconduct:- Manipulation of in-game probability (loot box mechanics)- Technical errors that disabled purchased features - A unilateral Terms of Service update that blocked access to the app when I refused to agree - No response from the developer despite repeated inquiries Google acknowledged these issues in email correspondence, admitting the developers lack of responsiveness and the blocking of purchased content. However, they still denied my refund request, citing refund policy, despite the evident misconduct.I am seeking a full refund of all fraudulent transactions and request that BBB urges Google to take platform responsibility for distributing and facilitating payment for this app.
Business Response
Date: 05/13/2025
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: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.
Dear BBB,In February 2025, I received a promotional email from ******** offering a trial of ******** Sales Navigator. I signed up under the impression that it was part of ************************** Upon realizing it was a separate service I did not intend to subscribe to, I canceled it immediately.Despite canceling, I was charged $105.99 in both March and April. When I contacted ******** support, they informed me that only one month could be refunded, and that I needed to contact Google, as the billing was processed through their platform.I am filing this complaint because Google processed the payment and is therefore responsible for issuing the refund. Unfortunately, after reaching out to Google, they declined my refund request.I am requesting a full refund of $211.98 for both charges, as the subscription was canceled promptly, and the service was never used. I believe this situation reflects poor communication between platforms and an unfair billing experience for the consumer.I respectfully ask that Google review this matter and issue the appropriate refund.Thank you for your attention.Sincerely,Musiliu Aminu **********
Business Response
Date: 05/13/2025
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.
In September 2024, my ******* channel was falsely suspended for "spam/deceptive practices." I've been on the platform since 2016, and my content included Geometry Dash megacollab parts I created and one Roblox video. None of my videos were deceptive or violated *******'s guidelines. Around this time, ******* conducted a ban wave, and while a few accounts were reinstated, only one of my three channels was restored.I submitted multiple appeals, but all were immediately denied by automated systems, without proper human review. What hurts the most is the loss of a playlist I had curated for over two years, containing ***** videos I grew up watching. That playlist meant a lot to me, and I invested significant time and effort into building it.I believe my channels were wrongfully banned, and I respectfully request that a human review my case and consider reinstating my accounts. Ive always followed *******s terms, and I feel that the automated process failed to acknowledge that. I am asking for this case to be properly reviewed by a human representative and for the remaining channels to be reinstated if found compliant. I am confident I did not break any rules, and I hope ******* will do the right thing.Thank you for your time and consideration.
Business Response
Date: 05/13/2025
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: 05/13/2025

Complaint: 23321869

I am rejecting this response because: I see nothing about a case id in my emails. They never asked me for that stuff once??? Everytime I sent them an appeal it always got rejected by a bot. The best can I send them is my email I used for my ******* channel. Which is ******************************.

Sincerely,

*************
Business Response
Date: 05/19/2025
Hello,
After review we have reinstated the account.
Sincerely,
The ******* 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.
I cannot gain access to an old email address. I need it to be restored. As it links to other accounts.
Business Response
Date: 05/13/2025
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:05/12/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a *** Legue pass on April 2, 2025. I tried to get on several times to watch the ************** play and it states I cant get on. There is no phone number to call and nobody responds to the emails. I have tried several times to cancel and have asked for a refund and they keep telling me they dont give out refunds. I just want my ***** back. I never got to use my account.
Business Response
Date: 05/13/2025
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:05/12/2025
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 with the Better Business Bureau in hopes of resolving an issue with an unauthorized charge made by Google. My bank account was charged four times by Google, two of those transactions being in the amount of $70.37. I reported these charges to my bank, and they refunded me for three of the transactions. However, one of the $70.37 charges was not refunded. The bank advised me to contact Google directly.I have made multiple attempts to reach out to Google via phone, but every time I called, they were either closed or unreachable. I also submitted an online complaint directly to Google, and their response was that they could not locate the transaction. I have a screenshot of the charge clearly showing that I was billed $70.37 by Google. I do not know what the charge was for, and I did not authorize it.I checked my Google Play account and confirmed that I have no active subscriptions. I also searched my email and found no references to a Google *************** account or subscriptionI don't even know what that is. There is absolutely no record of me knowingly subscribing to any service that would justify this charge.Despite my efforts, I have not received a satisfactory resolution and simply want a refund for the unauthorized transaction. I am asking for the BBB's assistance in getting my $70.37 refunded.Desired Resolution:A full refund of $70.37 for the unauthorized charge.Thank you for your help.
Business Response
Date: 05/13/2025
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

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Google, LLC is NOT a BBB Accredited Business.