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

• 

  Google

  111 8th Ave New York, NY 10011-5201

• 

  Zagat

  76 Ninth Ave, 4th Floor New York, NY 10011-5225

• 

  Google

  85 10th Avenue New York, NY 10011

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:05/01/2025

  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.

  Had issues getting ******* premium after hours of calling tried to get a gift card and pay for it money was taken from the gift card and it says my subscription was added but still nothing showing up called support who told me that the payment didn't go thought my google play balance even though it took the money and they will not be refunding me the money so they took my money refused to give me the service I payed for.I want my subscription added or my money back

  Business Response

  Date: 05/02/2025

  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 ******* team directly about a paid membership or purchase, please contact us via this page: *******************************************youtube/gethelp
  
  Thanks,
  BBB Core Team

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23273107
  
  I am rejecting this response because:I have been messaging ******* support since the 1st of the month its as if they are not even reading my messages as I have had to repeat myself mutiple times they just send me generic instructions that I already told them I did in the initial email. I am extremely frustrated the money is gone I have no ******* premium and support is useless. its been 6 days that my money has been held hostage and still no ******* premium. I want either my money back or ******* premium to be working and I want the payment date to be for the first when I origanally paid for it. As a company ask yourself why anyone would sign up if this is what they have to go though just to use your service.
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 05/14/2025

  Hi *********

  Thanks for raising this to our team. I'm sorry to hear that you've had an issue with the ******* Premium subscription access. Looking at your recent communication through the case 6-1958000038521, it appears that the issue has been fixed already. But please feel free to reach out if you need further help.

  Regards,
  The ******* Team

• Initial Complaint

  Date:05/01/2025

  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.

  Weve been double charged by ******* (Google) for our 1 subscription for the past 5 months and have exhausted attempts with Google/******* for a resolve forced to use your services to settle this dispute.We want to keep our 1 subscription but need the double charges to stop and are getting nowhere reaching out directly to Google/*******.Please assist with a resolve.Below are all the double charges:Best regards, ***** and **** ***** March 31 2 payments debited from Pauls ************************** checking account ending 8999 each payment amount $15.02. Transaction ID ******************* and (*****************) March 3 2 payments debited from ************* ****************** checking account ending 8999 each payment amount $15.02. Transaction ID ************************************ and (*****************) January 30 2 payments debited from Pauls ************************** credit card ending 8991 each payment amount $15.02. Transaction ID ************************************ and (5GV22253E6937970B) December 3 2 payments debited from Pauls ************************** credit card ending 8991 each payment amount $15.02. Transaction ID ************************************ and (5GV22253E6937970B)

  Business Response

  Date: 05/02/2025

  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 ******* team directly about a paid membership or purchase, please contact us via this page: *******************************************youtube/gethelp
  
  Thanks,
  BBB Core Team

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23272739
  
  I am rejecting this response because: We have provided all required information to ******* and nothing is being resolved.

  There is nothing further we can detail and they continue to give us the run-around.

  All we ask is for a refund for one of each double charge and to stop double billing us and they won't provide assistance.

  They have everything they've asked for and going back to them we feel is not a resolution.

  Provide the refund and stop double charging us. 

  We have paused our subscription, the only subscription we know of, and are still being charged $15.02. 

  Please stop charging us and from this recent $15.02 charge - we paused our subscription - and with the details you asked us to provide you can stop robbing us and refund, please. 

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

  Business Response

  Date: 05/14/2025

  Hi *****,

  Thanks for raising this to our team. I'm sorry to hear that you're being charged twice for the ******* Premium subscription. A Support Specialist from the ******* team will reach out to you through the case 0-6078000038173 in 24 - 48 hours so we can sort this out. We look forward to resolving this case.

  Regards,
  The ******* Team

  Customer Answer

  Date: 05/22/2025

   
  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:05/01/2025

  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.

  We started a Google Business Profile on 9/18/24. On 3/17/25 Google suspended our Google Business Profile for violating the Quality Guidelines, Deceptive content, and Misrepresentation. Since then we have provided the following information to prove we are innocent: ********************************** Filing Receipt for our corporation, Spectrum Bill with our address, Certificate of New York State workers compensation Insurance Coverage, ************** *****************************************, our *** Form SS-4, city courthouse permit from the **********(Wallkill) New York court clerks office, Commissary Letter for approval of a Commercial Kitchen located within the Ulster County of the State of ******** for *****************, and two videos of us working in action with happy customers everywhere. Anyone can search at *********************** to find out that I am the owner of ********************************************** (attachment). We started in 2015 in ***************. According to ************** we can operate under one legal entity(one EIN number, one SS-4, one CP 575 A notice)for our different locations. For that reason, we have 2 restaurants and 3 taco trucks at different locations within **************. Our recent location is ****************************************************. We have all our permits, certificates, and registrations for ****************************************************. I contacted Google to see if more information was needed to prove our innocence from the accusation of Deceptive content, and Misrepresentation(attachment). I also reached out to Google to inquire what exact Quality Guidelines are we disobeying(attachment). Google replied with a No Reply email address and said I should reply to the original communication thread. That same day(April 17) I responded and I am still waiting for Google. We want to run Google Ads and have a great business relationship with Google for many years to come. We need Google to guide us step by step to remove our suspension.

  Business Response

  Date: 05/01/2025

  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: 05/04/2025

   
  Complaint: 23271742
  
  I am rejecting this response because I already did what Google is requesting. I have emailed Google and filled out all the forms. The Case ID ***************
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 05/14/2025

  Hi ********,

  Greetings from Google Business Profile Support. We hope you are doing well!
  
  This email is in reference to your inquiry about the business profiles Tacos Tortas Quesadillas ********", ****************************************************************************
  
  We apologize for inconvenience and disruption it may have caused. We understand that you want to have the profile reinstated. Upon checking, the profile is now live and reinstated on Google.
  
  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:04/30/2025

  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 paid for a ********* subscription through Google Play. Google support confirmed a refund was approved and provided a timeframe. The product was immediately revoked. Later, I was informed the refund was denied because the developer would not release the funds - a backend issue that is not my responsibility. I now have no product access and no refund even though I was promised by 2 separate Google representatives id have a refund within 3-5 business days, contact me for those logs. This violates *** rules against false representation.

  Business Response

  Date: 05/01/2025

  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:04/30/2025

  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 own a small, verified locksmith business named *******************, operating under Google My Business and Google ************** night, I suddenly received five 1-star reviews on my Google My Business profile. All were posted within the same night, spaced approximately one hour apart, with no real customer names, no descriptions, no photos, and no identifiable job records. These reviews were clearly fake.Shortly after receiving them, I was contacted by someone trying to extort money from me offering to remove the reviews in exchange for payment. I immediately reported this suspicious activity to Google, clearly explaining the timing, the lack of real interactions, and the connection to the extortion attempt.Despite that, Google refused to remove the reviews. They claimed the reviews do not violate policy, even though they all arrived unnaturally close together, during the middle of the night, and clearly do not reflect real customers.These fake reviews are actively damaging my business:My local ranking has ********** income has declined due to lost ******** reputation has been falsely harmed through no fault of my own.I have contacted Google support multiple times, and I always receive automated replies or vague responses with no resolution. There is no real process to appeal, and no protection provided to verified businesses like mine even though I pay Google for advertising and lead services.I am requesting:1.Immediate removal of the five fake reviews from my Google My Business profile.2.Google to review and improve their fraud and abuse handling for small businesses.This kind of platform abuse should not be ignored.

  Business Response

  Date: 05/01/2025

  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:04/30/2025

  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 have a business acm roofing and repairs it is listed on Google. I did have emails but on the 22nd of April I received a email saying I needed to change and make updates. Which I did.not long after more and more security emails started coming today is the 29th of April and I have changed my password multiple times and added my photo to my profile. Sadly I know longer have access to any of my accounts 3 total. I have shared my data with Google for years and all my work was tied up in there platform. The only thing I have left is my phone # and who ever was hacking me was trying to change that. I also had a ******* channel with a lot of videos also do not have access to that anymore. Google says they protect your security but they do not. My account have been constantly hit with security warnings and Google does nothing accept send email. Anyway it's likely in the coming days that I'm going to completely lose my business at least the data driven part and my listening on Google. Seems hardly fair. I think Google needs to be honest and admit to thousands of customers that when you use there services your information is and will always be at risk they have no security and no customer support..

  Business Response

  Date: 05/01/2025

  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:04/30/2025

  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 purchased a brand-new Google Pixel 9 XL Pro phone a few months ago. The phone developed a manufacturer defect (a faulty motherboard), confirmed by a Google-authorized repair center. Since the phone was still under warranty, I contacted Google Support and was told I could receive a ************** process the replacement, Google required a $1,200 refundable deposit. I agreed and received the replacement phonebut to my disappointment, the replacement was refurbished, not new.This is unacceptable. I purchased a new flagship device, and the defect was not caused by user error but by manufacturing. I expect a brand-new replacement device, not a refurbished one, especially given the short time since purchase and the deposit required.I contacted Google support to request a brand-new replacement or a full refund for the defective phone. They declined and stated they only provide refurbished replacements, depending on *************** requesting that Google: - Provide a brand-new replacement device OR - Refund my original purchase in full once the defective and refurbished devices are returned.This situation has been frustrating and does not reflect good faith warranty support. I would like this resolved fairly.

  Business Response

  Date: 05/01/2025

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

  Customer Answer

  Date: 05/02/2025

  Better Business Bureau:

  I have reviewed the response provided by the business regarding complaint ID ******** and find the proposed resolution acceptable.
  

  Although my previous attempts to resolve this matter directly with Google LLC were unsuccessful, it appears that your involvement has prompted them to reconsider their position. I am now in communication with their support team and remain hopeful that this issue will be resolved both fairly and promptly.
  

  Thank you for your assistanceI sincerely appreciate your support in helping move this matter forward.
  

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

• Initial Complaint

  Date:04/30/2025

  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.

  On April 4th I (for the first time) purchased a promotion to test how You Tube works. I purchased the recommended by them standard $100 promo from April 4th to April 17th. On Sunday afternoon April 6th I finally see that they started promoting my video, but from Monday the 7th afternoon forwards there was NO MOVEMENT WHATSOEVER on my channel until the end of my promotion on April 17th. I noticed one singular LITERAL day of traction on my page then complete silence for the rest of the purchased two weeks. Called them and got the runaround... I don't see how to justify this, maybe someone dropped the ball, which I can understand but I'm still at a loss.

  Business Response

  Date: 05/01/2025

  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 ******* team directly about a paid membership or purchase, please contact us via this page: *******************************************youtube/gethelp
  
  Thanks,
  BBB Core Team

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23269746
  
  I am rejecting this response because:   I have already reached out to them directly with no result.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 05/15/2025

  Hi *******,

  Thanks for raising this to our team. I'm sorry to hear that the video promotion you purchased didn't work from April 7th until it ended on April 17th. A Support Specialist from the ******* team will reach out to you in 2448 hours so we can sort this out. We look forward to resolving this case.

  Regards,
  The ******* Team

• Initial Complaint

  Date:04/30/2025

  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 received this charge on my credit card. I was supposed to be billed $20.00 for a month to see if I liked it. Turned out to be $214.00. I believe I am a victim of deceptive business practices. I called a number but the automated system would not allow me to speak to live person to make a complaint. I submitted my request for a refund on a link shared from Google, have not heard back. This is making me lose trust in Google. I want a full refund.04/15/202504/16/2025GOOGLE *ChatGPT ************ CA$214.00

  Business Response

  Date: 05/02/2025

  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: 05/02/2025

   
  Complaint: 23268838
  
  I am rejecting this response because I wish to speak with a person to discuss this matter. Ihave been waiting an extended amount of time. I was charged a lot of money. I am shocked by this. 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 05/09/2025

  Hi Team,

  Thanks for  contacting Google support!

  We've reviewed the user's concern and processed a refund for the subscription charges they mentioned. We've communicated this via case ID ***************.

  Thanks,

  Sumit

  Google Support Team

• Initial Complaint

  Date:04/30/2025

  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.

  On April 25, 2025, my verified Google Business Profile for ********************* LLC was wrongfully suspended without warning or explanation. Were a legitimate lighting company serving residential and commercial clients in the *********** area. The suspension has caused serious harm to our visibility, client trust, and revenue.After the suspension, I submitted an appeal through Googles reinstatement process. The appeal was denied with a generic, automated message. Google did not provide a single reason, example, or explanation for why we were suspended. Our profile was accuratereal address, correct service area, original content, and photos of our actual work. There was nothing deceptive or misleading.The most frustrating part is the lack of transparency and support. Google offers no live customer service or human review. Everything is automated, leaving me with no way to defend my business. My commercial clients now cant find or verify me. Every day this continues damages my brand and costs me income.This is unacceptable. I believe this violates basic standards of fairness and responsible business practices. Google holds a near-monopoly on local business visibility, yet provides no due process or communication when they suspend someone. Ive contacted legal counsel due to the harm this is ********** asking the BBB to help resolve this. I want my Google Business Profile reinstated immediately and a clear explanation of what supposedly caused the suspension. I also believe Google should offer real human review for legitimate small businesses like mine.

  Business Response

  Date: 05/01/2025

  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