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Business Profile

Internet Services

Google, LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

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

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Google, LLC has 42 locations, listed below.

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    Customer Complaints Summary

    • 9,051 total complaints in the last 3 years.
    • 3,267 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/08/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My email account ******************** with the phone number ********** Google voice has been hacked again and again and it's happened again and I need Google to fix it I have my recovery email link to it but don't work I need it removed and I need the only two recovery options to be my phone numbers which are ********** and ********** remove two-step unless it's these number as option to sign in

      Business Response

      Date: 06/09/2025

      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 Account Recovery issues, we recommend checking 'Tips to complete Account Recovery steps' (******************************************************************) for help.
      If your account is disabled please go to 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:06/08/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      A lot of sites I Google say permanently closed. I am having job leads pop up from zip recruiter and then I Google the website for the business and it says permanently closed this happens continuously. I'm not sure if it's a faulty Google app or a spoof hard drive in my phone. What do I do to fix this issue? I downloaded text now for example and many other apps and nothing functions properly. Phone calls don't work all the websites say permanently closed Google maps sends me on wild goose chases I contact Google support team and it's just automated service that says they cannot fix the issue. The Google directory sends me to faulty employment security websites and just automated systems that hang up after hours of listening to recordings. Phone calls and text messages are being boomeranged threw 3rd party translates that act as if it's the intended point of contact and cancels plans meetings etc pretending to be the person I'm attempting to contact. You tube and other sites have a list of undesirable content displayed and runs threw the same few lists clearly not "real" pages etc. emails threw Gmail are being monitored and tampered with and sometimes literally deleted all together, nonstop advertising of child **** and provocatively dressed little girls on Google sites and ******* fallowed by negative opinionated and degrading photos and videos (***** year old girls sitting in bikinis with legs wide open and s***** pigtails or in yoga positions in s***** booty shorts etc. iv flaged and reported many times with no response or effort to fix the issues. I have many more screenshots of these as I am a 42 year old male this is highly inappropriate and flat out unexceptable then the phone bings notifications from games simotaniously with the photos and key words/print on the photos at later times triggering the thought and or memory of the image causing a unwarranted complex noticable by piers as well as emotional distress and insecurity when I'm around my children...

      Business Response

      Date: 06/10/2025

      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,

      Tiff
      Google Support Team


    • Initial Complaint

      Date:06/07/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This is regarding *************************** provided by Google under Google Fi network. I was charged for international calls that were previously included in my plan. These charges only appeared after a plan change on the providers end, without clear notice or user opt-in. Prior call patterns did not result in chargessuddenly, they did.When I reached out to customer support:A representative(******) refused to transfer me to a supervisor after long hold times. Hung up before providing Mandatory Customer Feedback Survey.Multiple ********** others didn't introduce themselves) disconnected the call immediately after connecting.A representative "El" refused to transfer me to *********** manager(****) finally called back after an hour-long delay, and stated that they would end the call if I attempted to record itdespite the call being recorded on their end, which I was informed of at the start.Representatives were evasive and gave inconsistent information regarding what is and isnt covered by my *********** Chat Representative(******) refusing to connect to Supervisor despite clear requests for escalation.I have proof of prior uncharged international calls, showing a clear discrepancy between past service and current billing. Ive also saved records of these support calls and interactions. Attached below. Requested Resolution:Refund for the disputed charges (total $29.16. Including Taxes).Review of Google Fi's customer service and escalation protocols.Attachments:Attachment 1 shows my billing history(additional fees ocurred in May and June statements). 2 shows total time took to finally reach Manager "****"(final call), with in between 59 seconds calls being **** that hung up without answering call. 3 and 4 shows past calls made that did not result in charges-indicating a change and pivot on company's billing practice. Attachment 5 shows online chat support refusing to escalate to manager despite clear requests.

      Business Response

      Date: 06/10/2025

      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,

      Rose
      Google Support Team


    • Initial Complaint

      Date:06/06/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On October 4th 2023 I preordered a Google pixel 8 128gb from Google Fi. When it showed up I was excited and pleased with the purchase. A few months ago by and a pink line appears on the screen but will disappear randomly. After some research this is a known issues with the pixel 8 that Google extended the 1 year warranty to 3 years for just this issue. I never got it fixed as the line went away 1 year later the line is back on my phone. So I take steps to get it fixed. google stores website sends me to a ubreakifix. When arriving to ubreakifix I was told my IMEI number wasn't working with their system and they would open a ticket with Google. Google told them to have me call them. After reaching out to support and providing all the order details of the phone they told me that a different phones IMEI number was the one that was purchased and had sent been activated on the account. Even tho I'm calling from the phone they sent me activated on my account. They then told me that they can't help as the phone I have a issue with is not the phone they sold me and does not have the coverage Ive been paying monthly for linked to ***** yeah Google Fi told me in SOL on a phone that sent me. Most likely they should fix the issue as this is the only phone I purchased from them.

      Business Response

      Date: 06/10/2025

      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

    • Initial Complaint

      Date:06/06/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am unable to log into an account on an app where I signed up and logged in through google. Google support will not assist and advised me to contact the app developer even though I made the account through **********************. After contacting the app developer, they have informed me that I must contact google for support as the subscription and promotion is strictly on their side. The current subscription I had active is and never was available with the app developer so there is no way they can assist me. Neither party is willing to assist. Google support team states I should cancel my subscription and then resubscribe even though I only need to recover the email used that is linked to the subscription. Now after going back and forth of getting nowhere, I have done what the Google team requested and canceled my subscription. Now when attempting to resubscribe, I cant do it even though this was what they informed me to do. Now that I need to be able to login and use the app as it is for work, I cannot and do not have the ability to create a new subscription.The customer service is horrible, the agents do not want to assist and brush off everything you say with pre-made responses showing how little they care. After following their instructions against my own will, still being unable to get an account with an active subscription either shows how much they just wanted to brush me or or how inexperienced the teams are.I would like google to do one of the following 1.Reverse everything - recover the email that was used in the initial subscription account so that I may login and provide me with the price I was originally pay 2. fix whatever is preventing me from resubscribing and provide me with the price I was originally paying. 3. Provide a credit towards the future subscriptions as I unfortunately have to use android for the time being and need google play.

      Business Response

      Date: 06/06/2025

      Hi, 
      We apologize for any frustration the customer may be experiencing because of ********************** 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.
      Regards,
      The Google Support Team

    • Initial Complaint

      Date:06/06/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am unable to access my gmail account. I forgot the password, and the two recovery methods are no longer valid. I don't have the same cell phone number any longer (or any cell phone number, actually) and cannot access the recovery email account either, as I forgot its password, and it was dormant for too long, apparently. My complaint is that there is no way to speak to a customer service representative at ********************** to help me resolve this issue. I wanted to access my photos on a website called Picasa. Apparently those photos were merged onto Google and are tied to my old gmail account, so I can't access them at all.

      Business Response

      Date: 06/06/2025

      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 Account Recovery issues, we recommend checking 'Tips to complete Account Recovery steps' (******************************************************************) for help.
      If your account is disabled please go to 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,
      Nene
      Google Support Team

    • Initial Complaint

      Date:06/06/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I do not give Google permission to disclose/give or sell my personal or any information regarding ***** Frances ****** Stop now

      Business Response

      Date: 06/06/2025

      Hi, 

      We apologize for any frustration the customer may be experiencing because of ********************** 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.

      Regards,
      *****
      The Google Support Team

    • Initial Complaint

      Date:06/06/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ****** **** is a horrible person. I am highly offended by him. We heard that he calls women fat and he pays off others to call women fat. Thats how he is getting away with it

      Business Response

      Date: 06/07/2025

      Hi,

      We have thoroughly reviewed your complaint and are unable to determine the specific product that you are experiencing issues with.

      We are willing to assist you further, however we would need more information to route your case to the appropriate team so that they can look into this ASAP.

      Heres what we need:

      1) What is the product that you are experiencing issues with?
      2) Any previous case ID that you could provide?
      3) Any other information that could help us to investigate this case.

      Once we receive this information, we should be able to assist you further.

      Regards,
      BBB Core Team

    • Initial Complaint

      Date:06/06/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I NEED HELP with google my profile. i tried to contact you many time via your contact form it just gives me the generic response. PLEASE i am begging you this location is about to go bankrupt! i need help!

      Business Response

      Date: 06/06/2025

      Hi,

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

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

      To get in touch with our Google My Business team directly, please contact here: *******************************************business/gethelp. Please remember to provide the email that owns or manages the *** page

      Thanks,
      BBB Core Team

    • Initial Complaint

      Date:06/05/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On April 28 I was having trouble with my 5g though ******* I just got home from the hospital after emergency stomach surgery. Philo was slow to come back home Out of my mind I thought I paid Philo through Google pay Google pay immediately charged my account ***** I contacted google for a refund they refused. I cancelled my charge card cancelled the account again. Get a notice since my card would not go through Google pay would charge my boyfriend account ***** This was unauthorized charge for *****. Google finally processed my request to close philo the date 06/29/2025 I canceled with them in April

      Business Response

      Date: 06/06/2025

      Hi,

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

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

      To get in touch with our Pay team directly, please contact us via this page:*******************************************pay/gethelp

      Thanks,
      BBB Core Team

    Google, LLC is NOT a BBB Accredited Business.

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

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