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:05/08/2025

  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 punched in a google gift card, they said they need more info, I sent them details, and then they said my account has inconsistencies and refused to clarify beyond that and didn't give me my 5 bucks.

  Business Response

  Date: 05/09/2025

  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:05/08/2025

  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.

  Since Nov 2017, I paid $842.00 for Google Fi Device Protection (covering 3 separate devices at different times), expecting reliable support. Multiple failures obstructed convenient and efficient access to repair services.Around April 27th, a Google Fi chat repair claim attempt failed due to "system issues" preventing filing.A May 8th phone follow-up stated the claim was submitted, but an email confirmation (up to 24-hour wait) was required before ********* May 8th UBreakIFix appointment (*******, **, 70 miles away) was futile. Upon arrival, their ******* Galaxy diagnostics system was down, preventing repair. The repair facility scheduled this appointment despite their inability to repair, wasting hours and a long drive.The next closest facility is 100+ miles away which is extremely inconvenient.These issues: Google Fi's internal claim failures, mandatory email delays, non-functional partners, and a sparse repair network (major cities only), make it extremely difficult to facilitate timely repair of my device and utilization of the agreement.Despite good faith payments since 2017, I faced delays, dysfunction, and no accountability. Google Fi repeatedly denied requests to speak to a supervisor and refused to provide my Device Protection Terms of Service, falsely stating that the agreement was "confidential information." I only found a PDF dated from 2020 online. This is a failure of customer service and the plan's promised value.Requested Resolution:Given compounded failures and inconvenience, I request one of:1) A full refund of all device protection premiums paid to date; or 2) A free upgrade to a new device of equal or greater MSRP value with no deductible or out-of-pocket cost; or 3) A monetary settlement or service credit equivalent to the current value of my covered device and the time lost due to failed repair attempts.I have attached my most recent billing statement for reference.I seek a prompt, meaningful resolution to restore trust.

  Business Response

  Date: 05/09/2025

  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.
  To get in touch with our Google Fi team directly, 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: 05/12/2025

   
  Complaint: 23303989
  
  I am rejecting this response because it is not resolved.

  Here are the requested case IDs:
  
  ***************

  5-7686000038660

  6-0813000039244

  9-7957000038443

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

  Business Response

  Date: 05/20/2025

  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: 6-4200000038738
  
  We ask that the BBB close this complaint as we have been working with the user towards a resolution.
  
  

  Customer Answer

  Date: 06/04/2025

   
  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:05/08/2025

  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.

  Fraudulent charges frequently from Google Ads and cannot even get a person on the phone or help from online. No one to contact and keep getting the run around from automated machines

  Business Response

  Date: 05/09/2025

  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.
  To get in touch with our Ads team directly, 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: 05/10/2025

   
  Complaint: 23303660
  
  I am rejecting this response because:

  This is the same website I keep getting referrals to and it just goes in circles never answers my question and can not get ahold of an actual person. This is very unprofessional.
  
  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 receiving unauthorized charges associated with your Google Ads account and would like to speak with a support representative to resolve the concern. We tried locating your account details using the information you have shared, however, we are unable to find the account. We would request you to kindly provide your Google Ads Account ID or an existing Case ID, so that we can further investigate the concern.
  
  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, please contact us via this page: *****************************************************************************.
  
  Regards,
  
  Google Ads Support Team

• Initial Complaint

  Date:05/08/2025

  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 was looking through my cell phone bill and noticed I have been being billed for multiple devices that aren't active on my account. One in particular is a device I traded into ********************** (see trade in email from March 2022), one I forgot to remove and isn't in dispute. The device I sold to **********************, Google continued to charge me device protection for until I noticed and cancelled it in January of 2025 (see attached bill with device protection charges for the same Pixel 4XL from the March 2022 trade in). I contacted customer service, and was told these charges were valid because the customer must cancel all device protection plans so they can't help me. I was charged $8/month for YEARS for a device I no longer own and sold directly to them as a company, and then was informed that's policy because they can't remove protection plans. A service it was not even possible for me to use.Applying this policy in a blanket manner to trade in devices is unethical, and furthermore, this policy is not stated or explained by Google during the trade in process.

  Business Response

  Date: 05/09/2025

  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.
  To get in touch with our Google Fi team directly, 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: 05/19/2025

   
  Complaint: 23303550
  
  I am rejecting this response because: 

  I have already contacted Support and they were unable to help or address my concerns regarding this policy. The Support Ticket # for reference is: 4-6766000039326.

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

  Business Response

  Date: 05/25/2025

  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 7-3158000038594.
  
  We ask that the BBB close this complaint as we have been working with the user towards a resolution.
  

• Initial Complaint

  Date:05/08/2025

  Type:Order 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 have been trying to verify our business, which has been in business for seven years with Google for us to be listed on their ********** this point, we see it as harassment as we have provided every business document available to show our validity as well as have had virtual meetings showing the entire office building where our office is.We have verifiable lost business and have lost over $100,000 of business due to Google harassing us and claiming our business is fraud.If this is not corrected immediately, we will seek legal action. We started verification in January. It is now May and they just denied us claiming we are fraud.

  Business Response

  Date: 05/13/2025

  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 their issue, we encourage you to contact us directly using the specified links below. For additional products and information, please contact us at ************************************************;
  
  If you have already reached out through Google Support channels, we ask that you please share your existing Case ID, so we can further investigate. 
  
  To get in touch with our Google My Business team directly, please contact here: ***********************************************************. Please remember to provide the email that owns or manages the *** page.

  Best,  
  ******
  BBB Core Team

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23302898
  
  I am rejecting this response because:

  Our business has been established since 2017, we have done multiple live video conferences with Google, showing our office, permanently fixed office signage, state of Florida business license, ********* comp and liability insurance, and any other verifying document asked for. There is no phone number to actually speak to a human being to resolve an issue that should have never been one. This past Friday we lost a long term contract with a property management company due to they could not find us on google. Would you like documentation from the state of *******, I.E. permitting documents, notice of commencements, all documents required for our field of work which can only be provided to a legal registered business under the state. 

   

  Our GOOGLE CASE NUMBER IS 3-0021000038852, the google associate that was doing everything but assist us is ******************************.

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

  Business Response

  Date: 05/22/2025

  Hi *******,
  
  Greetings from Google Business Profile Support Team!
  
  This email is in reference to your concern about completing the verification for your business profile Js Roofing & Services, *****************************************************************************************************************
  
  We have look into your business profile and we can see that you already have a verified business profile. You may see it in this Maps link. 
  
  If you have any questions, please let me know. 
  
  Regards,
  Google Business Profile Support

• Initial Complaint

  Date:05/08/2025

  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.

  Google Play store sold me a software, "App Cloner Premium". Even though I paid (order GPA.3370-5139-3376-80417), the software asked for more payments to enable the most basic features. They call it a "donation". For the money paid, and without an extra expensive so-called "donation", the software was unusable in a practical sense, so I uninstalled it and asked for a refund. I could not use the software. Google automated system refused to issue a refund. I then called human support and explained the situation (Google case ID: ****************, but they still rejected the refund, explaining that once the decision is made it cannot be changed. They sent me to software developer, I contacted the developer, but it came to nowhere. It is unfortunate. Google should have explained originally that the the "premium" version still requires extra payments ("donations"). In current state, the software does not work as one would expect it to work. I'm using this channel to respectfully ask Google to proceed with a refund of my $45 purchase. Other support channels were already used with no success. Thank you.

  Business Response

  Date: 05/13/2025

  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 issue, we encourage you to contact us directly using the specified links below. For additional products and information, please contact us at ************************************************;
  
  If you have already reached out through Google Support channels, we ask that you please share your existing Case ID, so we can further investigate. 
  
  For refund requests please contact us here: ***********************************************************************************************;
  Or for information on reporting Gift Card Scams or other abuse, please visit this page:
  ******************************************************************************************

  Best, 
  BBB Core Team

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23302560
  
  I am rejecting this response because:
  As indicated in the original complaint, I already contacted Google support channels - both online (requsted a refund of an order GPA.3370-5139-3376-80417) and by phone (Google case ID: ****************, but, unfortunately, Google rejected refund request.
  
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 05/19/2025

  Hi team,

  Thank you for contacting Google support.
  

  It appears the customer would like to get a refund for the App Cloner Premium app because it didn't live up to its expectations. We apologize for any inconvenience caused due to this. We will be happy to look into this.

  We've taken a look at their account regarding their "App Cloner Premium" app and we need more information from the customer to review this case. To better assist, we have sent an email, referencing case number [0-5271000038979] in the subject line.

  We will continue addressing this matter upon receiving their response.
  

  Thanks!

  
  

  Customer Answer

  Date: 06/04/2025

   
  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. As the result, the business already issued a refund as requested. Thank you for your help.
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:05/08/2025

  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.

  My husband bought me a Google play gift card for $100 at ****** in ******** Illinois for Christmas. Ive tried to redeem the gift card on google plays website and Google gives me an error message saying they need more information. They ask for a receipt proving purchase and pictures of the gift card. My husband only has the credit card statement receipt which we sent a picture of, but not the itemized receipt from the store.

  Business Response

  Date: 05/09/2025

  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:05/07/2025

  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.

  Google refuses to honor the $10 gift card I just got and won't give me the credit. I just want to be able to redeem the card or get my money refunded. My case number with Google is [7-8984000038315] if they need that. Help me out here, will you BBB?

  Business Response

  Date: 05/09/2025

  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

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23301134
  
  I am rejecting this response because: I have already reached out and was denied anything, here is my case Id for "investigation" as you say.[7-8984000038315]
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 05/19/2025

  Hi team,

  Thank you for contacting Google support.
  
  We understand the customer attempted to redeem a Gift card but could not due to an error. Thanks for your patience while were investigating the root cause of the Gift card redemption issue.

  The gift card should now be available for redemption. Please try redeeming the cards in 24 hours.

  Thanks!
  

  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.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/07/2025

  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.

  Google Business Review - ****** ****** gave me a 1 star review and said many untrue things in his review, which I rebutted. The first and only element that should be required to remove this false negative review is that he demands a refund when he has never paid my business at all.I have asked Google several times to remove this for this and other reasons (all false accusations by ****** ******) but Google has never responded to my requests in any way.Looking at his review history, he mostly leaves negative reviews for all kinds of businesses. ******************************************************************************************************************************************************************************************* I would like Google to remove this false and negative review of my business.

  Business Response

  Date: 05/09/2025

  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: 05/09/2025

   
  Complaint: 23300982
  
  I am rejecting this response because:  Google's system says that "Decision pending" and while they do warn when submitting a request that this could take several days, it has been several weeks. 

  Also, they ask for my correspondence to provide their case number, but they have never provided me their case number.  I would appreciate action within the next 5 business days on this request.
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 05/22/2025

  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:05/07/2025

  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.

  I have a complaint against Google, because there continues to be a search result showing my name and personal home address in affiliation with my occupation, when, in reality, this is not a business address, and I don't want it being made public. It appears as a search result for the website called, ***********, but I am unable to find the information in the search result there with my profile for the ******* website. I conclude that my personal information showing there is removed from the website, but Google continues to allow it to show up as current correct information. I have attempted to use the method to "Send Feedback" to Google several times to request that this search result be removed, but it has not been removed. Some of the times that I sent feedback to google to request this were: 12/20/24, 1/4/25, 2/15/25, and 3/10/25. I even resorted to sending a typed physical letter in the mail to Google headquarters to make this request, and I received nothing in response and the information has not been removed as of today, 5/5/25. For privacy reasons, I do not want my personal address showing on the Google search result. This is a threat to the safety of me and my family. I am asking to please remove it ASAP.

  Business Response

  Date: 05/08/2025

  Hello,
  
  
  Information in our search results comes from third-party, publicly available web pages. If that information no longer appears on the third-party webpage, Google's cache will update itself over time to reflect the page's new content.
  
  If Google's result is different from the current page, you can request a cache removal via the removal request tool. ****************************************************************
  Also:
  See for more information on removing out-of-date content from our search results.
  ********************************************************************
  
  
  If the information you'd like to remove is still on the current page
  Visit this page to learn how to contact the site's webmaster and request a change. If that information no longer appears on the third-party webpage, Google's cache will update itself over time to reflect the page's new content.
  ****************************************************************
  
  Thanks
  Google Search support team

  Customer Answer

  Date: 05/17/2025

   
  Better Business Bureau:
  
  As of today, May 17th, 2025, the search result that I was concerned about is no longer showing up when I have checked every day between Monday, May 12th and today, Saturday, May 17th.  So, since this message says to respond within 10 days, I am satisfied at this time with the outcome.  I just hope that my private information does not show up again later in the future.  
  
  Sincerely,
  
  ***** ********