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Business Profile

Internet Services

Google, LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

This profile includes complaints for Google, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Google, LLC has 42 locations, listed below.

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    Customer Complaints Summary

    • 9,049 total complaints in the last 3 years.
    • 3,251 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/08/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My husband bought me a Google play gift card for $100 at ****** in ******** Illinois for Christmas. Ive tried to redeem the gift card on google plays website and Google gives me an error message saying they need more information. They ask for a receipt proving purchase and pictures of the gift card. My husband only has the credit card statement receipt which we sent a picture of, but not the itemized receipt from the store.

      Business Response

      Date: 05/09/2025

      Hi,

      We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************

      If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

      For refund requests please contact us here: *******************************************googleplay/answer/2479637?hl=en
      Or for information on reporting Gift Card Scams or other abuse, please visit this page: *******************************************googleplay/gethelp

      Thanks,
      BBB Core Team

    • Initial Complaint

      Date:05/07/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Google refuses to honor the $10 gift card I just got and won't give me the credit. I just want to be able to redeem the card or get my money refunded. My case number with Google is [7-8984000038315] if they need that. Help me out here, will you BBB?

      Business Response

      Date: 05/09/2025

      Hi,

      We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************

      If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

      For refund requests please contact us here: *******************************************googleplay/answer/2479637?hl=en
      Or for information on reporting Gift Card Scams or other abuse, please visit this page: *******************************************googleplay/gethelp

      Thanks,
      BBB Core Team

      Customer Answer

      Date: 05/09/2025

       
      Complaint: 23301134

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

      Sincerely,

      ***** *******

      Business Response

      Date: 05/19/2025

      Hi team,

      Thank you for contacting Google support.

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

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

      Thanks!

      Customer Answer

      Date: 06/03/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***** *******

    • Initial Complaint

      Date:05/07/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Google Business Review - ****** ****** gave me a 1 star review and said many untrue things in his review, which I rebutted. The first and only element that should be required to remove this false negative review is that he demands a refund when he has never paid my business at all.I have asked Google several times to remove this for this and other reasons (all false accusations by ****** ******) but Google has never responded to my requests in any way.Looking at his review history, he mostly leaves negative reviews for all kinds of businesses. ******************************************************************************************************************************************************************************************* I would like Google to remove this false and negative review of my business.

      Business Response

      Date: 05/09/2025

      Hi,

      We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************

      If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

      To get in touch with our Google My Business team directly, please contact here: *******************************************business/gethelp. Please remember to provide the email that owns or manages the *** page

      Thanks,
      BBB Core Team

      Customer Answer

      Date: 05/09/2025

       
      Complaint: 23300982

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

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

      Sincerely,

      ****** *********

      Business Response

      Date: 05/22/2025

      Hi,

      Our dedicated specialists team is currently working on your case and we are in continual communications with them to monitor the progress of the issue.

      However, this is taking more time than usual. We request for more time so that we can explore all possible solutions and provide the best solution.

      Your patience is appreciated while we work for a resolution for you.

      Regards,
      BBB Core Team


    • Initial Complaint

      Date:05/07/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have a complaint against Google, because there continues to be a search result showing my name and personal home address in affiliation with my occupation, when, in reality, this is not a business address, and I don't want it being made public. It appears as a search result for the website called, ***********, but I am unable to find the information in the search result there with my profile for the ******* website. I conclude that my personal information showing there is removed from the website, but Google continues to allow it to show up as current correct information. I have attempted to use the method to "Send Feedback" to Google several times to request that this search result be removed, but it has not been removed. Some of the times that I sent feedback to google to request this were: 12/20/24, 1/4/25, 2/15/25, and 3/10/25. I even resorted to sending a typed physical letter in the mail to Google headquarters to make this request, and I received nothing in response and the information has not been removed as of today, 5/5/25. For privacy reasons, I do not want my personal address showing on the Google search result. This is a threat to the safety of me and my family. I am asking to please remove it ASAP.

      Business Response

      Date: 05/08/2025

      Hello,


      Information in our search results comes from third-party, publicly available web pages. If that information no longer appears on the third-party webpage, Google's cache will update itself over time to reflect the page's new content.

      If Google's result is different from the current page, you can request a cache removal via the removal request tool. ****************************************************************
      Also:
      See for more information on removing out-of-date content from our search results.
      ********************************************************************


      If the information you'd like to remove is still on the current page
      Visit this page to learn how to contact the site's webmaster and request a change. If that information no longer appears on the third-party webpage, Google's cache will update itself over time to reflect the page's new content.
      ****************************************************************

      Thanks
      Google Search support team

      Customer Answer

      Date: 05/17/2025

       
      Better Business Bureau:

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

      Sincerely,

      ***** ********

    • Initial Complaint

      Date:05/07/2025

      Type:Billing Issues
      Status:
      Resolved
      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:
      Answered
      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:
      Resolved
      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:
      Resolved
      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:
      Answered
      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:
      Answered
      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

    Google, LLC is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

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