Business Profile

Internet Services

Google, LLC

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

9,057 total complaints in the last 3 years.
3,260 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.

Initial Complaint
Date:05/04/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing this complaint because I attempted to appeal a review on our Google Business Profile that clearly violates several of Googles own review policies. The review was left by an individual who cannot be identified in our system and provided no context or details indicating they were ever a clientraising clear concerns about fake engagement. It also contains vague but damaging claims about our business practices, presented as fact without any evidence, in violation of Googles policy against misleading or unsubstantiated content. Additionally, the review includes a personal attack directed at a staff member, which may qualify as offensive or harassing content. I submitted an appeal with this information, but I only received an automated response that did not appear to consider any of the evidence I provided. Upon reviewing Googles support forums, I found that many other business owners have reported similar experiences, where serious concerns about policy-violating reviews were met only with generic, automated replies. I am requesting that Google conduct a meaningful, human review of this situation, as the current review is unjustly harming our professional reputation and clearly violates their published guidelines.
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 https://support.google.com/

If the customer has already reached out through Google 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: https://support.google.com/business/gethelp. Please remember to provide the email that owns or manages the GMB page

Thanks,
BBB Core Team
Customer Answer
Date: 05/05/2025

Complaint: 23284705

I am rejecting this response because:
I have already reached out to the support team, this is the email case # [9-3791000038347] Your Business Profile support inquiry
This is the response that I received - and there is no way to further submit any information or appeal it:
Important: We can only remove reviews that violate our policies. Learn about our review policies.
Hi,
Thank you for reaching out about your third-party reviews on your Business Profile.
If you want to fix issues about your Google reviews, use our Reviews Management Tool.
Learn more about Reviews Management Tool
In the reviews tool, you can:
Report reviews that violate policy.
Check the status of your reports.
Appeal a mistaken decline, if needed.
Learn how to remove reviews from your Business Profile on Google.
Reviews from relevant review aggregator websites may display on your Business Profile.
All business types must keep these in mind:
You can’t select which partner website a review comes from.
You can’t opt out of third-party partner reviews.
For issues with ratings or reviews, you must contact the third-party website.
Do not reply to this email.

Sincerely,

Katrina Kesterson
Business Response
Date: 05/13/2025
Hi Katrina,

We hope this email finds you well!

We understand that you want to remove the review posted on your business profile “Inlight Psychiatry & Therapy", 4700 Millenia Blvd suite 175, Orlando, FL 32839-6013, United States. We will send an email to the email address you have provided for additional information. You may refer to this case id: 8-4844000038992.

If you have any questions, please let us know.

Regards,
Google Business Profile Support Team
Customer Answer
Date: 05/18/2025

Complaint: 23284705

I am rejecting this response because:
Received an email on 5/13 (6 days ago) but no additional communication regarding the issue.

Sincerely,

Katrina Kesterson
Business Response
Date: 06/10/2025
Hi Katrina,
We apologize for this inconvenience and disruption.
We understand that you are concerned about the removal of the review posted on your business.
Our specialist team investigated these reviews thoroughly, but unfortunately, their content doesn't violate any of Google's Review Policies. We have to strictly adhere to these policies to ensure fairness and consistency in how we handle reviews. We know this news might be disappointing, and we apologize for any inconvenience it causes.
You can refer to this email thread, under case ID: 5-0647000038939, for all communications regarding this matter.

Thank you for your patience and understanding.
Sincerely,
The Google Business Profile Support Team

Customer Answer
Date: 06/16/2025

Complaint: 23284705

I am rejecting this response because:
I have requested multiple times to provide an explanation that the review does not violate guidelines despite me sending evidence that it does. They continue to send me AI automated responses and are not reading any of my emails or evidence provided.

Sincerely,

Katrina Kesterson
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
Initial Complaint
Date:05/03/2025
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.
Google will not take down a review that is absolutely false and misleading. We have asked several times for them to remove this misleading and false review and another review from what seems to be a bot account with no other reviews. We are seeking the Google remove both this misleading and false review. Along with the bot account review. Both reviews are from people who we never completed a transaction with. The one review was used as leverage by someone to try and get their nonrefundable deposit back. We make that very clear when you sign our contract. The review was used to slander and blackmail us back for money that was non refundable. The other is a bot account.
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 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

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Google, LLC is NOT a BBB Accredited Business.