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

• 

  DoubleClick Inc.

  111 Eigth Avenue, 10th Floor New York, NY 10001

• 

  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:05/04/2025

  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 got booked for a survey session at Google llc in March 2025.The payment I was to receive was 75.00.)I have yet to be paid as of 5/6/20925.,I would still like to be compensated.

  Business Response

  Date: 05/07/2025

  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: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.

  Purchased a Pixel 9 pro XL phone on Mar 23, 2025. Based on the advertised price of $1199 with Google Fi sign on promotion of $800 in the form of $33.34 per month for 24 months. Received the phone on March 26 and signed on Google Fi on March 29. During the Google Fi sign on process I was given two options on the "phone to use" selection. One is "bring your phone" and the other is "buy phone from the Google Fi", and there is no mention of if the phone I was signing in is the one I just purchased from the Google Store. Even I tried to select buy phone from Google Fi option, it did not go anywhere because it tried to sell me the only XL phone with 258 gb to me, of course I can't go on with that. So I chose "bring your phone" option and continued with the sign on and completed the *** transferred process. I selected the Simple Unlimited Plan (Now is Unlimited Standard Plan) which is $50 per month.Since I transferred my mobile account to ********************** Fi I have made several attempts to contact Google Fi and Google Store trying to claim my promotion rebate but with no result. Google Fi and Google Store seems kicking the ball between them and I was waiting like a fool for more than a month still without an answer. The problem is so obvious in that when I presented the advertisements screen shots to the Google Fi then Google Fi kicked the ball to Google Store, and then Google store kick the ball to a special team and then no body will respond to my request. Google Fi did offered my new sign on with a 50% monthly bill off for 18 months, which translated to $450 total rebate but that is still $350 below the $800 I suppose to received.Two ads associated with this purchase are attached in upload supporting documents below.

  Business Response

  Date: 05/05/2025

  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:05/04/2025

  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 am filing a complaint against Google Fi and Google Store due to their failure to honor a promotional offer associated with my purchase of two Google Pixel 9 Pro phones on April 24, 2025. The promotion clearly stated that with the purchase of a new Pixel 9 Pro, customers would receive a $999 bill credit applied over 24 months to their new Google Fi Wireless account, as well as 12 months of Google Gemini Advanced and 6 months of ******* Premium.I established a new Google Fi Wireless account under the email address ********************** and purchased two Pixel 9 Pro phones under separate order numbers: GS.6268-4384-1581 and GS.5193-6230-4970. While one of the phone purchases has had the $999 credit applied (though the Gemini and ******* Premium are still missing for both), the second phone and line have not received any of the promised promotional benefits, including the bill credit, Gemini, or ******* Premium.I have made multiple attempts to resolve this issue through Google support via online chat (see attached transcripts with Case IDs: ***************, 2-0215000038982, 9-4688000038382). These interactions have been largely unhelpful, characterized by transfers between departments (Google Fi and Google Store), conflicting information from representatives, and a failure to escalate my issue to a resolution. Promises of follow-up communication have also not been fulfilled.I have attached copies of my order confirmations and screenshots of the promotional offer as evidence. I am requesting the BBB's assistance in ensuring that Google honors the advertised promotion for both Pixel 9 Pro phones I purchased, specifically the $999 bill credit per phone applied to my Google Fi account, 12 months of ********************** Gemini Advanced for both accounts, and 6 months of ******* Premium for both accounts. The lack of these benefits represents a significant financial discrepancy and a breach of the terms under which I made these purchases.

  Business Response

  Date: 05/05/2025

  Hi,
  
  We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************
  
  If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.
  
  To get in touch with our Google Fi team directly, please contact us via this page: *******************************************fi/gethelp
  
  Thanks,
  BBB Core Team

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23284589
  
  I am rejecting this response because: the requested action from the business - contact Google support - was already performed prior to initiating this BBB complaint, and the actual Case IDs of those customer support interactions were included in the initial BBB complaint.

  Google provided a form response without so much as reading the complaint. If they had, they would have seen that 1) I already attempted to resolve my problem through customer support and 2) I included the ********************** customer support case IDs in my initial ******************** complaint letter.

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

  Business Response

  Date: 05/13/2025

  Hi Team,

  Upon review, it appears that the user is referring to two separate promotions offered on distinct platforms, Google Fi Store and Google Store, which cannot be combined.

  Additionally, we have reached out to the user under case ID [***************] to request a screenshot showing a promotion where all the mentioned benefits were offered simultaneously, in order to investigate further.
  
  Once we receive the requested information, we will proceed with assisting the user accordingly.

  
  Regards,
  ***** *********
  Google One Tier3

• Initial Complaint

  Date:05/04/2025

  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 sells Google Play branded gift cards to be used for in app purchases. They engage in a practice of blocking redemption of the gift card with an error code 'error OR HDT 01' which prompts you to complete the form. Within a day, you get a canned response of inconsistencies with your account, no resolution, just that vague statement. Chatting with a representative gets same result, will not explain why, just cannot use gift card. I have attempted to get a resolution, but get no where. This is a wide spread issue as hundreds of other users have faced the same problem. I have provided proof of purchase and still nothing. What is odd is that I had used a portion of the gift card prior to it being blocked and it was only a $15 gift card. It appears this is set up to frustrate people into just taking the loss.

  Business Response

  Date: 05/05/2025

  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:05/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased a Gift card that I purchased through ******* a week ago and I am trying to redeem to my own account. My BestBuy and Google accounts are linked to the same account ************************* I am unable to redeem the Gift card worth $100 and the Google support denies to say the reason that I cannot redeem it. I am in loss of $100 due to this stupid company. They should refund my money if they aren't willing to let me use something that I paid for!

  Business Response

  Date: 05/05/2025

  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:05/03/2025

  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 use Google's phone plan, Google Fi. On 5/2/25, my phone died, and I wanted to start a warranty claim to get a new phone. I spent over four hours trying to verify my identity and actually filing the claim. When I was finally able to start the claim, I was told that I could either send my old phone first, have it inspected, and THEN having a new phone sent to me at no charge. The other option was to have a hold put on my bank account for the full amount of the phone, and have it sent out before sending my old phone. I repeatedly asked how much the hold was going to be. When I finally got an answer, I was told it would be $299. When I finished placing the order for the replacement, at checkout, my total was going to be $536.42. When I questioned the representative about it, they apologized for the "misunderstanding." Then I asked to cancel it and take the other no cost option, and I was told it would have to be escalated to a specialist, and they would respond in ***** hours. It might not be a lot of money to some people, but I live paycheck to paycheck. I can't have over $200 unavailable for no reason. I have attached the transcript of the chat. I was told at 6:37:21 PM that the hold would be $299

  Business Response

  Date: 05/03/2025

  Hi,
  
  We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************
  
  If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.
  
  To get in touch with our Google Fi team directly, please contact us via this page: *******************************************fi/gethelp
  
  Thanks,
  BBB Core Team

  Customer Answer

  Date: 05/03/2025

   
  Complaint: 23282851
  
  I am rejecting this response because:

  I have already talked to customer support several times. No one has been of any help and they tell me that nothing can be done. Not only am I not happy with my own personal experience, but it is simply unethical to lie to a customer and walk back on it. 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 05/13/2025

  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 #1-3126000038607

  We can see that the defective device has already been replaced so we ask the BBB team to please close out this case. 

  Thanks,

  The Google Fi Team

  
  

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23282851
  
  I am rejecting this response because: the complaint has to do with how I was treated and lied to by a customer support representative and not with the actual device that was replaced 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 06/06/2025

  We thank the customer for sharing their feedback to us about their experience. We can confirm that the issue with the replacement has been resolved and will be taking their feedback into consideration for this to no happen again.

  We request that the BBB team please close out this case since the resolution has already been granted.

  Thanks, 

  The Google Fi Team

• Initial Complaint

  Date:05/03/2025

  Type:Delivery 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.

  Shipped me a order without the phone inside the box and wont help or replace it and i am being ignored by Google FI

  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.
  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:05/03/2025

  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 being charged and often overcharged for services My phone messaging and data basically does not work. I go months with no service. But I keep getting charged for services that I am not using but I cant use even if I want to Every single time I call customer support they claim its ok because of their terms of service. When I ask to be shown this they are unable to show me anything I have been trying to leave the service to move my number to another service and I am being blocked over and over and over by Google. For 18 months I am paying for this service but also another service as this number is linked to my accounts

  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.
  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:05/03/2025

  Type:Delivery 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.

  Order GS.5974-5324-5934, 4/18/2025 I am trying to return the order. I can't set up the return through the online store and tried to contact support for help. I keep getting told to wait *****hr for a "specialist" to respond via email. It's been 5 business days and no response. I tried reaching them today, 5/3 and was told to wait another ***** hr.

  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.
  To get in touch with our Google Store team directly regarding any existing orders, 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: 05/07/2025

   
  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:05/03/2025

  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 was charged for a service that I did not consent to. I was charged $19.99 for Google AI which I did not subscribe to. I had previously been paying $2.99 for Google storage than realized that I was billed $19.99 through my ****** account. I immediately canceled the subscription and attempted to request refund through both ****** and Google. I have been unable to get any resolution on this and know this to be illegal on the part of Google to charge people for services they did not agree to. I want a refund.

  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.
  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: 05/07/2025

   
  Complaint: 23281652
  
  I am rejecting this response because: I have attempted to reach out to them via this means before and not received any real help from an actual person. There is no FAQ for my problem. I did not accidentally purchase their product from the App store. I had previously subscribed to their service and agreed upon the price of $2.99/month. They increases their charge to $19.99 without my consent or knowledge and debited this amount from my ****** account. When I attempted to dispute this charge, there is no option to do this.  
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 05/14/2025

  Hi Team,
  
  We understand that the user is concerned about the unauthorized charges and is requesting a refund. We have reached out to the user via case ID: [***************] to authenticate the account. Once the account is authenticated, we will investigate the issue further to resolve it.
  
  We are currently awaiting a response, and as soon as we receive it, we will assist the user further.

  
  Regards,
  ***** *********
  Google One Tier 3