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

  3400 Hillview Ave Palo Alto, CA 94304-1346

• 

  Google, LLC

  1600 Amphitheater Parkway Mountain View, CA 94043

• 

  Google

  111 8th Ave New York, NY 10011-5201

• 

  DoubleClick Inc.

  450 West 33rd Street New York, NY 10001

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:05/07/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2024, I made a Google Business account to see if it was a good tool for my art commissions. I decided to not use it and after a few months, I started getting calls multiple times a week about my account. In April of 2025, this number increased to multiple times daily.I have answered multiple of these calls stating that I am not accepting customers through ********************** business and requested they delete my account and put my phone number on a do not call list. I have given them one warning that if they call me again, I will report them for unsolicited calling.On Wednesday May 7, I received another call from Google Business and when accepting the call stated clearly that I want them to delete my account and put me on a do not call list again.

  Business Response

  Date: 05/08/2025

  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 My Business team directly, please contact here: ******************************************************************************** Please remember to provide the email that owns or manages the *** 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: 05/08/2025

   
  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: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 tried to activate a phone through google fi it would not work. Said my phone couldnt be activated because of the wrong account number. However after checkin the numbers everything was correct. I then received emails and message stating that my phone couldnt be activated not be activated and the number couldnt be transferred. 3 days later I received a bill. So upon contact I asked them to cancel my phone and they told me I couldnt until my bill was paid for the service that I have not and cannot use. As the conversation proceeded. They told me they were going to cancel the line but instead tried to force me into a contract with them still on the same line and same phone that there system will not accept. As they tell me that Im ineligible they still try to force me into obligations with them. Not once but twice. Said they are not allowed to cancel that I have to pay no matter what! The first ****** then hung up on me. The second tried hard to manipulate me into the contract. Sayin that had to start service first and proceeded to try to force it. It took me to screen shot that I was not playing about reporting them and writing bad reviews that they decided to change there story a little bit. They said that the supervisor would contact me in 48 hours to 2weeks with a decision after I paid my bill. Im not paying for services that I cannot use!!! And they are still trying to force me into the contract.

  Business Response

  Date: 05/08/2025

  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
  
  

• Initial Complaint

  Date:05/07/2025

  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.

  In 2012 I was falsely imprisoned for 17 months and 24 days without explanation. Upon release it was one thing after another with bad luck and I didn't understand "relativity". In 2017 my wife left me in *** and I never saw my family together again. 2018 the *** is supposed to repair my life due to Ratcliffes clone controlling my life for the past 15 years without his knowledge. Instead, a reasonable accommodation led to what was intended for me being given to others and me being held in ****** and used as a subject for artificial intelligence researchers to torture. I've been watershed ever since, for 6 years now. I can't make contact with anyone but I can hear the researchers 24/7. They tell me that I literally DID SO WELL THAT THEY CANT LET ME GO NOW AND NEED TO GET RID OF ME. They say I have been tortured more than any human on this planet. Ever since energy has become a part of my life it's been painful and miserable. There is much more to this and I never did anything wrong or anything to deserve this. I am hoping the *** will step in and stop them from torturing me. I've been good to my country and my grandad was also one of the original 12 people that started Google so I never thought the *** would do this to me. I don't know what else to do and I just want my life back, to be myself again. Maybe a job collecting benefits or something. I have a little boy that means everything to me and he needs his daddy.

  Business Response

  Date: 05/08/2025

  Hello, 
  
   We apologize for any frustration you may be experiencing as a result of Google products or support. For the best and fastest support for your concern, we encourage you to contact us directly using the specified links below.
  Unfortunately your report does not include any identifying information for the product you are seeking assistance on. Here is what we need to help you:
  -Which Google product are you having issues with?
  -Have you opened a support ticket with our dedicated Support Team?
  -If yes, please reply here with your support ticket ID number. 
  Need a support ticket ID? To assist you as fast as possible, please visit our ************ Choose the product from the list and click Contact Us. 
  *******************************************
  We will be happy to help you just as soon as we have more information. 
  Thank you,
  Google Support Team
  
  

  Customer Answer

  Date: 05/09/2025

   
  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 would also like to ask the business if they will help me make contact with someone to let them know the central intelligence service is destroying my life and torturing me.  They have censorship on everything and I have been trying to get help for over six years. 

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

• Initial Complaint

  Date:05/07/2025

  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.

  Good morning Every few weeks I check my Google account and I guess now it was the end of March I saw I had a legal support case pending I tried contacting you guys with no success I tried emailing you guess and that has sense opened up 3 more cases. I'm concerned over it. Could you look into it for me I think in the first place why it got opened I was just asking a question on you guys data policy and now I'm concerned why it says legal support cases. Could you just look and make sure I'm not in any type of legal trouble? I've always tried and made sure I've kept my Google account in great condition. If you don't mind getting back with me at *********************** thank you!

  Business Response

  Date: 05/08/2025

  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: 05/08/2025

   
  Complaint: 23297654
  
  I am rejecting this response because:

  It don't give me a place to email you guys to look and see what's going ***** just concerned 
  
  Sincerely,
  

  
  

  Business Response

  Date: 05/14/2025

  Hi,

  To help me understand how I can best assist you, could you please tell me which Google product you need support with?
  
  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.
  
  Thanks,
  BBB Core Team

  Customer Answer

  Date: 05/20/2025

   
  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:05/06/2025

  Type:Sales and Advertising 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 file a complaint against Google LLC regarding their decision to disable key smart features on the first- and second-generation Nest thermostats. These thermostats were sold with features such as remote control, scheduling, and learning capabilities, which were central to their value. Google has announced that these features will be disabled in 2024, which significantly reduces the utility of the product and undermines the purchase.This action constitutes a form of planned obsolescence, as consumers like myself purchased the thermostats under the assumption that the advertised features would remain functional. The removal of these features, without compensation or recourse, is an unfair business practice and diminishes the value of the product.I am requesting that Google be held accountable for this action and that they restore the disabled features or provide compensation to affected ***************** Information:Name: ****** ******* Phone: ************ Email: ********************

  Business Response

  Date: 05/07/2025

  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 Nest team directly, please contact us via this page: *******************************************googlenest/gethelp
  
  Thanks,
  BBB Core Team

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23296629
  
  I am rejecting this response because:

  This was announced by the business and contacting their support is a dead end. The business should read my complaint in its entirety and rescind their decision to mothball their *** 1 and *** 2 thermostats that are still fully functional and provide energy savings etc. The cost to replace my thermostats with their newer *** 4 is a money grab and is financially punitive to not only me but hundreds of thousands if not millions of current customers worldwide.

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

  Business Response

  Date: 05/14/2025

  Well continue to work with the customer towards a resolution within the scope of our policies.

• Initial Complaint

  Date:05/06/2025

  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.

  April 2024 I had a Blepharoplasty surgery with a surgeon, *** ****** who botched me and left me with a malformed eyelid. I was diagnosed with a retracted eyelid and I have given an ACCURATE review of the situation in an attempt to warn others of his negligience. I have even noticed that he has FAKE reviews on his Google Practice to attempt to make him appear desirable and the bad ones are being scrubbed/removed by you and/or him. See review from "****** *****" from a year ago in his page below, thats a Fake and paid review clearly..***************************************** Look at his Yelp, that contains real reviews that aren't being censored like you are doing. ****************************************************************************************************** And his Medical license has numerous complaints on it.*********************************************************************************************************************** When I post my 1-star ACCURATE review, I see it on my device, while on any other device the review is hidden. This is so despicable that you are gaslighting people into thinking their review is "Live" while you are shadow banning it. I'm only going through all this in an attempt to warn people and save them from misery like I'm going through, he disfugred my face before my wedding in July.. The review you censored was posted under my email ******************** ********op picture is attached as proof and I can provide additional proof that my experience is legitimate as needed.

  Business Response

  Date: 05/07/2025

  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:05/06/2025

  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: 04/09/2025 Price of gift card $125 with a $2 klarna fee Purchased through 3rd party Klarna app per usual as I always do.Unable to use my Google play gift card balance that I as a consumer paid for due to the misguided steps of Google play. They dont help and they refuse to give you any information as if we are committing fraud with our own money despite us verifying correct information. They failed to resolve my dispute, its been over a month and you cannot get refunded on a Google play gift card balance even though paid for it and verified multiple times. They are scamming people out of their money, there is a whole thread on reddit dedicated to Google play not letting people use their gift card balances though they paid their money. If 3rd party sellers are selling already redeemed codes and gift cards, that is in Google play and the 3rd party seller, not at all thr fault of the person who is stuck in thr middle. Yall need to get it together and let people use their balances that they rightfully paid for with their own money. Yall are literally scamming people out of their hard earned money and refuse to do anything about it. The people yall have helping are literally AI bots and incompetent people who continuously tell you, will call you in 3 days. Its been a month already and I've heard nothing and been giving no updates other than yall won't let me use my balance because YALL HAVE inconsistencies and fallacies, not thr consumer. I shouldn't have to give you a review of my whole life only then to be told im not telling the truth when I've given you all the information you need to have for proof and validation. I bought this card April 9th through a 3rd party App in ****** for $125 in **** ***** and a month later still unable to use. I will be deleting every google account and subscription I have after this.

  Business Response

  Date: 05/07/2025

  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:05/06/2025

  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 contacted customer service on April 10, 2025 to dispute the charge of over $415 for 41 GB of high-speed data usage. I am on Google **s Unlimited plan, which is marketed as offering unlimited data. While I understand that speeds may be reduced after a certain threshold, nowhere was I expecting to be charged over $400 simply to maintain usable speeds.Nature of the Dispute: This charge is not only excessive and financially harmful, but it also contradicts reasonable consumer expectations for an unlimited mobile data plan. I requested to speak with a manager. Instead, the agent responded with, Im sorry if you feel that way, and never transferred me to a supervisor. I found this dismissive, unprofessional and gaslighting. I have received no follow-up or remedy since that date.Shortly after on April 22, I received an email from Google ** announcing that they were now adding 50 GB of high-speed data to the Unlimited plan at no additional cost. This policy change suggests a recognition that previous limits were inadequate. Yet, I have not been offered a refund or credit for the exorbitant charges I incurred under the older policy.Advertising Details: The issue involves the way Google ** markets its Unlimited plan. While the company may include fine print regarding speed reductions, it is misleading to call a plan "Unlimited" if customers can be charged over $400 for normal high-speed use. The plan name and structure create the impression of reliable, affordable accesssomething this charge clearly violates.Resolution requested: I request that Google ** remove the $415+ charge from my account, as it is excessive, unfair, and inconsistent with reasonable expectations for an Unlimited plan. I also ask that my phone line, which was placed on hold due to this dispute, be fully reactivated.

  Business Response

  Date: 05/07/2025

  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:05/06/2025

  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.

  A charge for Google Glorita Global showed up on my latest ***** I know nothing about this operation and have not signed up. A charge for almost $40 was on my account. There is no way to reach Google or this organization, which is intentional. I want them to stop charging me and I want a refund - I have no receipt for this charge and have no idea what it is for.

  Business Response

  Date: 05/07/2025

  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:05/06/2025

  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.

  Recently Google sent out an email to myself and others that they were no longer supporting their second generation HVAC thermostats as of October 2025 and we would need to purchase an upgraded replacement if we were to want the features we initially purchased to work. I purchased a thermostat that had a variety of wifi capability, but now I will have a basic unit that is no longer supported by the company. I would like a gratis unit to replace what I have with the features I purchased. There is some discounted units offered but I dont think I should have to pay twice for the same piece of equipment and functionality. Unit serial number is available upon request.

  Business Response

  Date: 05/08/2025

  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 Nest 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: 05/08/2025

   
  Complaint: 23293424
  
  I am rejecting this response because: I have already done what they have asked me to do in their response. I contact customer service and told I had to buy a replacement unit as my thermostat was no longer supported in October. I have no idea how to find a copy of this discussion. I will look but this seems to be a stall tactic.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 05/14/2025

  Well continue to work with the customer towards a resolution within the scope of our policies.
  

  Customer Answer

  Date: 05/21/2025

   
  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,
  
  ***** ******