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:05/06/2025

  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.

  So yesterday google charged my ****** account for a service i didnt want, hence why i never paid it for this month, up until ****** allowed google to take the money while the card was locked, making it an illegal charge to my card, and since ******* was the service and that account has been deleted, I believe its time Google paid back what they allowed to be stolen, which may only be $4.00, but i didnt want that service, and at this rate, they are stealing from my sons mouth as that money was being saved, not spent.

  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.
  For refund requests please contact us here: ******************************************************************************************
  Or for information on reporting Gift Card Scams or other abuse, please visit this page:
  ******************************************************************************************
  
  If you have already reached out through Google Support channels, we ask that you share your most recent support inquiry ID, so we can further investigate. Thank you.
  
  For additional products and information, please contact us at *******************************************
  
  Thank you,
  Google Support Team
  
  

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23292905
  
  I am rejecting this response because: I feel google has done this too many times and can just return the funds back the card they pulled it from directly, I have already asked them to refund me, they said "I cant help you with a refund as per google policy." Which is a huge sign of "don't trust us, we dont care " from google as they pulled the money for a service I didn't want,  google has illegally charged me for a service I didn't ask for, and should be treated justly.
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 05/14/2025

  Hi team,

  Thank you for contacting Google support.

  We understand the customer does not want to continue with the subscription to Premium Basic (X) by ************ however they were still being charged for it. We apologize for the inconvenience caused due to this. We will be happy to look into this.

  Upon reviewing the customer's account, we discovered that the subscription has already been cancelled and the customer initiated a chargeback request with ****** regarding their recent Google order (GPA.XXXX-XXXX-XXXX-54108..2). 
  

  Once a customer files a chargeback with their bank, only their financial institution can determine the outcome of their dispute. I'm afraid that neither Google nor the seller can take any more actions on this specific request. We have to wait on the bank's decision.

  Procedures and turnaround times vary by bank, so we recommend that the customer work directly with their bank's representative. The customer can also reverse the chargeback request and let us know so that we can explore the refund options for them.

  We regret any inconvenience they're experiencing.

  Thanks!
  

  
  

• 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.

  I recieved an email that my current nest thermostats are end of life and need to be replaced however I was provided a promo to replace them at a discounted price. I have 3 that need to be replaced however the checkout page limits to 2. I contacted help desk about this and got two different answers from two different representatives. I would really appreciate if my request was considered and if I could replace all 3 thermostats. I can prove I have 3 and if you check my accountant, I am a loyal nest customer with many products. Thank you

  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: 23292373
  
  I am rejecting this response because:
  I have already reached out to customer support as I mentioned in my complaint  and spoke to two different people. The second ****** was going to transfer me again to a third. Please address my complaint vs telling me to reach out to customer support again. I submitted a ******************** claim for a reason. I am pretty disappointed with how I am being treated as a loyal customer with many products. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/13/2025

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

  Customer Answer

  Date: 05/18/2025

   
  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: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.

  I am filing this complaint because I have been attempting to verify my business on Google Business Profile for several weeks with no success and no way to speak to a human. Ive submitted the required video verification five separate times, each of which clearly meets all three required elementsstorefront, signage, and proof of access. Each time the denial cites a different supposed issue, even though all three components are clearly shown.After finally getting verified, my listing was made live, only to be removed within 12 hours and sent back for re-verification with no explanation. This cycle is not only unprofessional, it is actively harming my ability to operate and be discovered by customers.The process is non-transparent, inconsistent, and entirely automated. There is no option to speak with a representative, despite this being a service critical to business visibility. Suggesting I post in a community forum as a replacement for customer support is insulting and ******************************** holds a monopoly over local search and is abusing that power by denying businesses basic access and recourse. This is discriminatory to small businesses and completely unacceptable. I demand direct support from a qualified Google representative and a resolution to my repeated and unexplained denials.

  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

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23292369
  
  I am rejecting this response because: 

  Hello,
  Thank you for your response. I have already reached out through the Google Support channels multiple times without receiving a resolution. This ongoing issue has caused significant disruption to my business operations.
  For your reference, the Case ID associated with my attempts to resolve this matter is [4-8952000038765]. The email address managing the Google Business Profile is [your email address].
  I have completed the video verification process five separate times, each meeting all required elements (storefront, signage, and proof of access). After finally being verified, my profile was removed within 12 hours and pushed back into verification with no explanation. This repeated cycle, with no access to human support, is unacceptable for a platform that holds such influence over small business visibility.
  I am requesting escalation and direct assistance from a qualified Google representative to resolve this issue. I am happy to provide any additional documentation or verification needed, but I expect clear communication and accountability moving forward.
  
  Sincerely,
  
  Tuesday ********

  Business Response

  Date: 05/15/2025

  Hi Tuesday,
  
  Greetings from Google Business Profile Support. We hope you are doing well!
  
  This email is in reference to your inquiry about the business profiles Kentucky Alternative Care", *****************************************************************************************************************
  
  We apologize for the inconvenience and disruption it may have caused you. We understand that you want to have the profile published. Upon further checking, the profile is now verified. 
  
  Also, here are some highlights about How to make your profile awesome. With this, you could help your business win visibility and have more interactions with your customers. 
  
  We wish you well on your business endeavors. Please let me know if you have any questions. 
  
  Sincerely,
  The Google Business Profile Support Team

• Initial Complaint

  Date:05/06/2025

  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.

  Received notification about payment of ***** EUR to Google ******************** via ****** for 100GB in Google One, invoice ******************. Date of transaction 15.04.2025. I checked Google Playstore payments, there was no booking of ***** EUR for my one and only google account. Then I checked into Google One and no extended 100GB cloudspace is assigned to me. That's good because I don't remember to have ordered this option.I asked Google and also ****** to check if this payment was done by criminal activities. Both declared that the demand is legal but they didn't explain anything or showed any proof for my "order". (Best is "********************************************************************" as contact for this payment in the ****** booking....)I hope that Google will check these activities with my complaint here, thank ******** regards, ******* *****

  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 One team directly, please contact us via this page: *******************************************googleone#topic=9171059
  
  Thanks,
  BBB Core Team

• Initial Complaint

  Date:05/05/2025

  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.

  My review of Manoa Laundry isn't displaying and need someone to fix this. My review doesn't break any policies.

  Business Response

  Date: 05/06/2025

  Hi,
  
  We have thoroughly reviewed your complaint and are unable to determine the specific product that you are experiencing issues with.
  
  We are willing to assist you further, however we would need more information to route your case to the appropriate team so that they can look into this ASAP.
  
  Heres what we need:
  
  1) What is the product that you are experiencing issues with?
  2) Any previous case ID that you could provide?
  3) Any other information that could help us to investigate this case.
  
  Once we receive this information, we should be able to assist you further.
  
  Regards,
  BBB Core Team
  
  

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23290531
  
  I am rejecting this response because:
  
  I am have trouble with Google maps. My review isnt being posted. ***************** is the account. Manoa Laundry is the business name. 
  Sincerely,
  
  ****** *****

  Business Response

  Date: 05/14/2025

  Hi there,

  
  Thank you for contacting us. Our engineering team has investigated and successfully reinstated the missing review. Please expect the changes to be implemented shortly.

  
  Sincerely,
  The Maps Team
  

  
  

  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,
  
  ****** *****

• Initial Complaint

  Date:05/05/2025

  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.

  We have not been able to get google to verify our business profile. Despite months of being suspended and appealing, sending them video verification, sending copies of certificates of fact, bank statements, articles of organization, trade license, etc., they refuse to provide even the most basic level of human customer service. We feel discriminated against as a small business and possibly for other unknown reasons. Regardless they are strangling our business and refuse even the most basic level of customer service beyond automated systems and bot responses. We are only seeking communication and a resolution to get listed so we can give them lots of money for advertising.

  Business Response

  Date: 05/06/2025

  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

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23289115
  
  I am rejecting this response because:  We have contacted support l, they provide only vague directions to pages of guidelines. This is no help, all the information we provided is accurate, a guideline that we appear to be following doesn't tell us anything. Besides now support tells us we appear to be violating the guideline on quality content or something, where before that's not what our suspension said, it said deceptive content, so the reasons we're provided aren't even consistent. I want you to tell us EXACTLY and SPECIFICALLY what the issue is. The email it's attached to is ***********************************
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 05/15/2025

  Hi ****, 
  
  We hope this email finds you well!
  
  We know how important it is for your business ******* Irrigation" to have a presence on Google. We will send an email to the email address you have provided for additional information. You may refer to this case id: ***************.
  
  If you have any questions, please let us know.
  
  Regards,
  Google Business Profile Support Team
  

  Customer Answer

  Date: 05/30/2025

   
  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:05/05/2025

  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 had purchased items from an app, only for everything about the app to be fake and only a money grab. I requested a refund for everything I bought, and Google gave me a refund on everything except the 2 most expensive ones. I have now made 3 help requests with no response. Transaction *****************************************************

  Business Response

  Date: 05/06/2025

  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.
  
  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: 05/06/2025

   
  Complaint: 23288678
  
  I am rejecting this response because: Telling me to do exactly what I've done now FOUR times is extremely unhelpfully and unprofessional, Since now its been 24 hours here is my new case ID: ***************. I look forward to being ignored again for the fourth time. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 05/14/2025

  Hi,
  
  Thank you for contacting Google Support.
  
  We understand your user is requesting refunds for two transactions. 
  
  To gather more information, we have contacted the user through case number *************** and are awaiting their response. Once we receive the required information, we will proceed with a thorough investigation.
  
  In the meantime, if the customer has any supplementary information that could assist us, please feel free to share it by replying to the email.
  
  Thanks,
  ********
  
  

• Initial Complaint

  Date:05/05/2025

  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 recently moved my business out of a location and I still run the business. Google is not allowing me to transfer my 60+ 5 star reviews, instead giving them to the business that took over my building. Through multiple days of going back and forth with Google, they are refusing to do anything. They won't even just delete the reviews that all obviously belong to my business. They are currently aiding in the practice of stealing property that should be protected by the Consumer Review Fairness Act. These people didn't leave 5 star reviews for this other business, they left them for mine and this new business is trying to steal them. Google is helping.

  Business Response

  Date: 05/06/2025

  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.
  
  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
  
  

• Initial Complaint

  Date:05/05/2025

  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 mistakenly ordered an app ipvanish via Google play and they somehow took $95.39 with my card LOCKED. I checked before the transaction and after both times my card was locked. I NEVER gave Google my account or routing numbers.

  Business Response

  Date: 05/06/2025

  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 refund requests please contact us here: ******************************************************************************************
  Or for information on reporting Gift Card Scams or other abuse, please visit this page:
  ******************************************************************************************
  
  If you have already reached out through Google Support channels, we ask that you share your most recent support inquiry ID, so we can further investigate. Thank you.
  
  For additional products and information, please contact us at *******************************************
  
  Thank you,
  *******
  Google Support Team
  
  

• Initial Complaint

  Date:05/04/2025

  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 am writing to express my concern regarding auto renewal of a Google One subscription, which I was unaware of until I recently noticed the charge on my account. I do not recall giving my consent for auto-renewal. I thought I had Google One at one time but I use Apple Icloud and have no use for Google One. I kindly request that you review my account and please issue a refund for the latest charge on Jan 2, 2025. My Google account storage is below 15 GB. Please do better Google. Uploading photos from my iphone to Google photos, then sending me a notification that my google account is full is one controversial business practice but then charging it year after year is not ethical without my consent is not ethical. I enjoy all that Google has to offer but this experience was not pleasant.

  Business Response

  Date: 05/07/2025

  Hello, 
  
  We apologize for any frustration you may be experiencing as a result of Google products or support. For the best and fastest support for your concern, we encourage you to contact us directly using the specified links below.
  
  If you have already reached out through Google Support channels, we ask that you share your most recent support inquiry ID, so we can further investigate. Thank you.
  
  For additional products and information, please contact us at *******************************************
  
  Thank you,
  Google Support Team