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.
3,258 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:05/12/2025
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 have a ministry religious organization and we have church services and have a Gmail account with ******* and Google keeps making their services more and more difficult and the phone that I had got broken and Google account recovery prompts to send an email to that exact email address which is not possible since you do not have access to the email ****************************** I even use the correct password and it says we cannot prove this account belongs to you no account recovery option works as the only option wants to send you a recovery code to that email which makes no sense what so ever that Google would make their services so difficult for the users of their own accounts I cannot access our ******* channel nor do I need a password reset Google will not let you sign in with a different device wirhiut receiving that code on the original decide and you have to use the same IP address and same location which Is the same but not the decide I have reached out to them and was ignored and sent my driver's license to prove my identity ********************** is getting worse and worse all the time my nest step is to have my attorney to send legal notice
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
Customer Answer
Date: 05/13/2025

Complaint: 23320074

I am rejecting this response because: there was no case id provided when I reached out to Google support and those options do not work I have reiterated this multiple times info not have the original device also it sends a verification code code to that same email that I cannot access this will have to to be manually recovered by Google I have sent them my driver's license that proves my identity and they can verify that with the videos on the ******* channel when I attempt to login with the correct password it says we cannot prove this account belongs to you and aremot to recovery sends a code to that email Google had made their services so strict that even the users for their very own own accounts lose access

Sincerely,

**** ******
Business Response
Date: 05/16/2025
Hello,
Thanks for Google Account Recovery request. Weve sent an email to your contact email address with case ref #2-1577000038977. Please visit the link below for Tips to file an Account Recovery request.
******************************************************************
Regards,
The Google Team.

Customer Answer
Date: 06/02/2025

Complaint: 23320074

I am rejecting this response because: that does not help me I have reached out to other places for complaints about this too Google has become overly strict even with your own email account or any services that you would use of Google and I'm thinking of maybe using alternative services because of the over strict policies that they have I can't even access my own email with the correct username and password nor will it allow me to go to the recovery because it says we cannot prove this account is yours and they want to send the same security code to the email that I can access which it don't give you no chance Google has become very difficult and I reached out to support and they have ignored me they would not help me and I provided my driver's license to prove my identity that should been legally enough information to show those were my ******* videos on my ******* account and ********************** is making their services more and more difficult for their own users. They will have to manually reset this account so that I can add a recovery phone number or something and get back into the account if they refuse to do so then I'm locked out of the account and at least they could delete the account if not anything and if they can't do that then maybe I can have my lawyer to request that they delete the account at my request

Sincerely,

**** ******
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.
Date of transactions first noticed was on April *******, these charges go back to 2023 amount of the charge is $90 per month.These transactions are for a ********** subscription that we never had.We have exchanged emails with the business and in fact they were not able to find an account with emails provided.We have not heard back from the business since we provided the documents requested.
Business Response
Date: 05/13/2025
Hi,

We apologize for any frustration the customer may be experiencing as a result of ******* products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly.

To get in touch with the ********** support team via phone, chat, or email, please use this page: ************************************************************

If the customer has already reached out through this page, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

Thanks,
BBB Core Team
Initial Complaint
Date:05/12/2025
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.
We signed up for google fi plan, a while back. I cannot remember the exact date. On Wed, Mar 12 we purchased another phone from google, because my husband's previous ************* button had broken and we didnt have device protection. That's my fault, i accept that responsibility. Two months later, they state that we don't meet the demands of the rebate offer. They say they are going to automatically withdraw $500 from my checking account, due to they only accept auto-pay. This should be illegal. They didn't give us enough time to track the rebate. One rep told me, that we were on track with our rebate, another said no they WILL in fact, charge us!!!Also, my plan is set to be around $117 per month, for four lines, this month and previous months it's go over $200 to $300 per month, for four lines, which is ridiculous. I am sending both phones back. My sons phone is broken, I am unable to send that back as he accidentally dropped it. Y'alls phones are terrible. You all are price gauging. I am not paying the $827.
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 Google Fi team directly, please contact us via this page: *******************************************fi/gethelp

Thanks,
BBB Core Team
Customer Answer
Date: 05/13/2025

Complaint: 23318097

I am rejecting this response because: I have numerous emails and contact through google support, they always state that we didn't get the rebate. They never stated WHY. I also asked why my phone bill is so high, they refuse to answer when I do contact google ********************************* never help, and pretty much are useless. This is fraud!!! I will also be reporting to the Ohio attorney general and the ***. Google fi, doesn't not obtain phone numbers properly, either nor will they allow you to keep them. I went with another company, prepaid, doesn't need auto with draw and I'm perfectly geting 5 g speeds. I can't even get 5g speeds with google. Y'all downgrade me to 2g, even though we have SUPPOSEDLY unlimited data. This conversation is done. You don't answer ANY of my pertinent questions. You always go through the tech support scripts verbatim, of telling the customer we strive for success in fixing your problems or issues, and blah blah blah. NOPE!!! I've again, already contacted google!!! to no avail!!! USELESS!!! POINTLESS, AND WRONG!!!

Sincerely,

**** ****
Business Response
Date: 05/18/2025
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 # 9-6418000038295.

We ask that the BBB close this complaint as we have been working with the user towards a resolution.
Customer Answer
Date: 06/03/2025

Complaint: 23318097

I am rejecting this response because: I told them to not contact me again, that this case was closed. I did not contact them via ticket. They replied back to a ticket, from about a month ago, when they threatened to take out $800 out of my debit card. I told the agent to stop contacting me, Cease and desist ...thank you!!!

Sincerely,

**** ****
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 have signed up for google ads. The advisor I have is not good. I have wasted $100.00 on ads and only received 1 customer. This service is supposed to help me get clients not take money from me and not give me customers. I want another advisor. I do not like ****** *********** is horrible. I want another advisor, and I want a credit for the money that I have wasted. I want another advisor also.
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 Ads team directly, please contact us via this page: *******************************************google-ads/gethelp

Thanks,
BBB Core team
Customer Answer
Date: 05/13/2025

Complaint: 23317989

I am rejecting this response because: They called yesterday and provided an email for me to respond but I have yet to receive a call. It does not seem like google values me or my business.
Sincerely,

****** ******
Business Response
Date: 05/23/2025
Hi ******,

Thank you for your response and apologies for the inconvenience caused so far. We have reviewed your complaint and understand that you are concerned about not receiving leads/conversions from the campaigns which were created with the assistance of an Account ***resentative from Google and would like another Account ***resentative to be aligned with the account. We have checked your Google Ads Account and notice that the account has been cancelled and all the campaigns have been removed. There is also an outstanding balance of $111.32 reflecting on the account. Since all the campaigns are currently removed, our team would not be able to troubleshoot and understand the reason for not receiving leads/conversions. We also understand that you do not want to speak with your current Account ***resentative, ****** *********** and would like another ***resentative to be aligned with your account. We would like to inform you that unfortunately it is not possible to request a *** yourself and there is no set criteria as to who is eligible. Representative support is not a guaranteed service or open offering. We also noticed that you contacted our support team via ticket# 7-8862000038998 on May 10th, 2025 regarding the same concern and our support team informed you that Account ***resentatives are automatically aligned with the account and there is no process of requesting one proactively. We are still looking into your request at the moment and our support team will reach out to you at the earliest to share further updates.

We once again apologize for any inconvenience this may have caused. We appreciate your patience and cooperation while we are looking into your concern and be rest assured that we are fully committed to provide the best possible resolution to your satisfaction. In the meantime, if you have any further questions, kindly ***ly to the ticket mentioned above and we would be happy to provide you further assistance.

Regards,

Google Ads Support Team
Initial Complaint
Date:05/11/2025
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 Google Pixel 9 from ****** on March 16th using Affirm. It became defective within 2 months. Google Support acknowledged the issue but refused to replace it without placing a $576+ authorization hold on my credit or debit card, which I cannot afford. I provided proof of purchase, requested escalation, and was denied. Their only alternative was to leave me without a phone for 2 weeks under a Standard *********** now stuck paying for a broken device, and ********************** is unwilling to honor their warranty in a way thats accessible. Ive attached screenshots of the full conversation.
Business Response
Date: 05/11/2025
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
Customer Answer
Date: 05/12/2025
Complaint: 23315669

I am rejecting this response because: I have contacted Google support directly,and have had to submit this complaint due to an unsatisfactory solution.

The case ID. is: 4-0221000038332

Sincerely,
******* ********
Business Response
Date: 05/16/2025
Hi ****,
Thank you for bringing this to our attention. Well be reaching out to the customer on the Case ID ***************.
We'll do our best and work towards taking the right course of action to provide a better Google Support experience to the customer, and we'll also keep you posted on the case closure.
Thanks,
******* *****
Pixel ** Hyd
Initial Complaint
Date:05/11/2025
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.
In March of 2025, I used the 30 free trail of Amazon Prime , and before the 30 days was over I tried calling Amazon and going through all platforms that had my credit card information on file. and removing my information on file so that my card would not be charged. I was assured by ****** **** that doing that would prevent a subscription from being reoccuring to no avail. my card was charged anyways so once I saw that my card was charged I called and every person I spoke with at ****** and getting any correspondence from Google was pointing the finger at the other person, and me playing the middle man to get clear direct answers they amount was ***** taken out of my account and I'm not even using any Amazon perks or TV perks as well. So the last *** I spoke with at ****** said you lost your money and forget about it . Thats not something that sits well with me that they money and card I told them they did not have my authorization to renew or charge my card to conitnue the subrscription this is gone on now for 5 days because it started last Wednesday when I noticed that the funds came out of the bank and I was assured by ****** *** again not to worry and that they would be starting the refund process . There policy is 1-7 days and we are on day 5 going on 6 . Please help me to get my money back .****** says we can get a refund but they cant process it even though its for Amazon Prime and Google sent me a letter today saying they are not refunding my money so I need help in getting it back and lower the rating for stealing people's money and not refunding after my many many many many attempts of fixing it before an issue became a bigger problem.
Business Response
Date: 05/11/2025
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:05/10/2025
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.
We were looking for items on amazon and when we went outside for ****************************************************** our 8 yr old with a mental condition purchase the Amazon prime subscription thinking he was doing us a favor when we have prime already in my husband's account. He requested a refund already but yiur support team is unreasonable and did not provide us with one. That's very deplorable how you have treated us and I don't want to here the baloney about policy like you emailed him. If you were a decent support team you would see that it was can canceled the same day it was made and ask us to produce the other prime membership to prove we are not liars and don't need an extra prime subscription for $16.98 that you just robbed us out of
Business Response
Date: 05/12/2025
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
To request a refund, you may visit the following help center article: *******************************************googleplay/workflow/9813244

Thanks,
BBB Core Team
Customer Answer
Date: 05/12/2025

Complaint: 23313660

I am rejecting this response because: may husband tried several attempts as directed by a search with no results. Here is additional information that you need to refund us.
Your Amazon Shopping subscription from *************** on Google Play will be canceled on Jun 6, 2025. No refunds will be issued (Refund Policy).
Order number: GPA.3344-2215-8952-10752
Order date: May 6, 2025 10:15:25?AM CDT
See your Google Play Order History
Sincerely, Like I said if you want to be difficult for a small refund request then we will go about it differently via more complaints to online government agencies and disputes with our financial institution. So you have a few days to be reasonable before we take other actions. Like i said previously there are exemptions to policies and ifcwe get a repeat baloney were sorry we cant refund you then you know whats coming next. We appreciate your co operation in resolving the matter rather than a difficulty as were not a million dollar busy like you are trying to take everyones money and not refund something we already have on another amazon account and dont want to pay twice for tge same thing because of your polices and lack of competent customer service. Thank you

******* *******
Business Response
Date: 05/16/2025
Hi Team,
Thanks to reaching out to the Google support!
We've reviewed the user's concern and made an exception to refund the mentioned order as a one-time courtesy. We've also informed the user via Case. id- ***************.
Thanks,
Sumit
Google support Team.
Initial Complaint
Date:05/10/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I Mr ***** is owner of *********************I uploaded one of my songs on ******* called house ninja.******************************************* ******* hit me with a copyright.I created the song,Lyrics and Beat myself.
Business Response
Date: 05/12/2025
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: 05/12/2025

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.
I took down my music video of which I edit the final seconds and removed the laughter at the end and reuploaded the edit version.

Sincerely,

******* *****
Initial Complaint
Date:05/10/2025
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 am writing to formally file a complaint against Google LLC regarding a serious security issue and lack of adequate support related to unauthorized Google Ads *********** Gmail account was compromised by an unauthorized third party. Following this breach, multiple Google Ads accounts including a standard and a manager account were fraudulently created without my knowledge or consent. I immediately took steps to secure my Gmail account and reported the situation to Google, providing all necessary evidence including timestamps, activity logs, and correspondence.Despite this, Google has not fully removed or disabled the fraudulent Ads accounts. One of the accounts was deactivated only after repeated complaints, but it remains visible and technically active. The second account a ********************** Ads Manager account remains in existence. Shockingly, Google continues to request irrelevant business information (such as company name, country, currency) in order to close it, even though I have never operated a business or used Google Ads at any time.This situation is unacceptable. I am being asked to take responsibility for fraudulent activity that occurred due to a security breach, and Google is failing to resolve the issue in a manner that respects my rights as a user and the security of my personal data.I am requesting the full and permanent removal of all Google Ads accounts associated with my Gmail address and confirmation that no financial, advertising, or platform-related liability exists in my name. I also ask for an official explanation from Google regarding its policies in such account compromise ***************************** failure to take meaningful action is deeply concerning and potentially puts me at risk of reputational and financial harm.
Business Response
Date: 05/12/2025
Hi,

We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************

If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

To get in touch with our Ads team directly, please contact us via this page: *******************************************google-ads/gethelp

Thanks,
BBB Core team
Customer Answer
Date: 05/13/2025

Complaint: 23312217

I am rejecting this response because:I have contacted you numerous times regarding this issue, yet no effective resolution has been provided. The ongoing problem is entirely unrelated to my actions, and it is causing an unacceptable waste of my time and resources.
I have never used Google Ads of my own accord. However, following the theft of my account, I have now been associated with two Google Ads accounts, one of which contains an inactive advertisement that I do not recognize. Despite their inactivity, these accounts still appear under my profile, and I am being prompted to accept them. This is absolutely unacceptable.
Let me be unequivocally clear:
I demand that both Google Ads accounts be permanently and irreversibly deleted from my account. These accounts must be removed in their entirety, as if they were never created. I do not and will not tolerate the presence of unauthorized or inactive advertisements, nor do I accept any association with services I did not initiate.
Furthermore, I formally request that Google Ads be completely removed from my Google services. I do not wish to see, access, or be affiliated with this product in any form going forward.
This matter requires immediate action. I expect confirmation of full deletion at the earliest opportunity.

This is the case number [8-0718000039138]

Sincerely,

****** ******
Business Response
Date: 05/22/2025
Hi ******,

Thank you for your response and apologies for the inconvenience caused so far. We have reviewed your complaint and understand that you are concerned about your email account getting hacked which was used to create 2 Google Ads accounts and would like the accounts to be deleted. We understand that the unauthorized user created a Manager account and a child account and setup a campaign on the child account without your consent or knowledge and the accounts have not been removed despite your repeated requests. We have checked the Google Ads account (CID: ************* and notice that the account is currently active and no account is currently linked with the Manager account. We have checked the change history and notice that the account was created using your login email address ********************* on May 4th, 2022 and was linked with the child account (CID: ************* on the same day. The admin access to the email address ********************** was also granted on the same day as well and the access was eventually removed on Apr 19th, 2025. The child account was later unlinked on Apr 19th, 2025. We have also checked the child account (CID: ************* and observe that the account has been cancelled and there are no campaigns currently active. Looking at the change history, we notice that the account was setup on the same day using your login email address, May 4th, 2022, as the Manager account and a campaign was created using the email address ********************** on May 25th, 2022, however, the campaign never served. The account was cancelled on Apr 19th, 2025 and the campaign was removed on May 15th, 2025. Since the Manager account is still active, you can follow the steps provided below to cancel the account.

To cancel your Google Ads account:

- In your Google Ads account, click the Admin icon Admin Icon.
- Click Account settings.
- Under Account Status, click Cancel my account.

You can also cancel accounts that are pending setup by clicking the delete icon next to them in the Account selector. Unfortunately, Google Ads account cant be deleted by design - just canceled with the option to reactivate. Furthermore, if you would like to know how Google deals with potential unauthorized access, you can find the information here (******************************************************************************************).

We also notice that you contacted our support team regarding the same concern via ticket# 8-0718000039138 on Apr 22nd, 2025 and was informed that there has been no signs of unauthorized access or unauthorized changes on either of the accounts. Our support team will reach out to you again to share the details of our investigation and answer any further questions he may have.

We once again apologize for any inconvenience this may have caused. We understand that this might not be the resolution that you were looking for but be rest assured that we are fully committed to provide the best possible resolution to your satisfaction. In the meantime, if you have any further questions, kindly check our support website for further assistance.

Regards,

Google Ads Support Team
Initial Complaint
Date:05/10/2025
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 a Pixel 7. It claims to be IP68, which means either they lied or I received a faulty product. Looking at forums it seems like the IP68 rating they advertise is a lie. IP68 rating delineates 'up to 30 minutes in 1.5 metre depth'. I knocked my phone into a puddle. It fell less than 10cm. The water was less than 5mm deep, picked up immediately, less than 2 seconds in the water. The screen now has issues with the input.
Business Response
Date: 05/12/2025
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
Customer Answer
Date: 05/13/2025

Complaint: 23312118

I am rejecting this response because:
I contacted a year ago within warranty. I accidently dropped my phone on the way to get it fixed since I took off the case to get it looked at and they said it voided warranty. My phone had a plethora of issues right off the bat upon unboxing. From faulty fingerprint sensory to turning off at 3%. Charger port randomly stopped working. I get tabbed back into some apps everytime I get notification while using the phone as well, even if I try to close the app, I can't do anything except completely disable notifications from that app, and no I'm not accidently pressing on it.
Sincerely,

*** ******
Business Response
Date: 05/16/2025
Hi *******,
Thank you for bringing this to our attention. Well be reaching out to the customer on the Case ID ***************.
We'll do our best and work towards taking the right course of action to provide a better Google Support experience to the customer, and we'll also keep you posted on the case closure.
Thanks,
******* *****
Pixel ** Hyd

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