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.
3,259 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:05/01/2025
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.
I submitted a warranty claim in February. Google closed my ticket before I could post proof of the battery drain. Google closed my ticket because I couldn't submit the proof in ******** google is confirming the battery is defective on my Pixel 7a. They offer a $456 USD under warranty appeasement option but won't give it to me. They claim I'm no longer under warranty. I made my claim in February when I was under warranty.They are currently offering $200 USD ($278 CAD). That's not enough money to buy an equivalent phone to the pixel 7a I have. They sold me a defective phone. So I want a replacement phone or the $456 USD under warranty appeasement option THAT GOOGLE offers.
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 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 Pixel team directly, please contact us via this page: https://support.google.com/pixelphone/gethelp

Thanks,
BBB Core Team
Customer Answer
Date: 05/02/2025

Complaint: 23274216

I am rejecting this response because I already shared the case IDs Case ID [6-8606000038324] & Case ID [5-6948000038467]

Sincerely,

Jordan Kligman
Business Response
Date: 05/11/2025
Hi Team,
Thank you for bringing this to our attention. We’ll be reaching out to the customer on the Case ID 8-9483000038942. We'll do our best and work towards taking the right course of action to provide a better Google Support experience to the customer, and we'll also keep you posted on the case closure.

Thank you,
Google support.
Customer Answer
Date: 05/15/2025

Complaint: 23274216

I am rejecting this response because there's been roughly 40 emails back and forth. And Google isn't offering to resolve the situation.

Sincerely,

Jordan Kligman
Business Response
Date: 06/06/2025
Hi Team,

Thank you for bringing this to our attention. We’ll be reaching out to the customer on the Case ID 5-1252000039407.

We'll do our best and work towards taking the right course of action to provide a better Google Support experience to the customer, and we'll also keep you posted on the case closure.

Thanks,
Google Store team
Customer Answer
Date: 06/12/2025

Complaint: 23274216

I am rejecting this response because it's been over 60 emails back and forth over a month. I'm just getting the same copy paste form letters back. I also don't think Google is using humans to interact with me. They never address my specific claims.

Sincerely,

Jordan Kligman
Business Response
Date: 06/25/2025
Hi team,
Thanks for bringing this to our attention. We've already contacted the user and resolved the issue under case # 5-1252000039407. They had battery problems with their Pixel 7a and asked for a full refund after getting a partial refund of 278 CAD through the Pixel 7a Battery Performance Program. They wanted a full refund since the phone was still under warranty when they filed the claim. We offered them a $50 CAD store credit and a replacement Pixel 7a, which could be new or refurbished, without needing to return the old device. We also told them that the replacement device comes with a 90-day warranty.
Thank you,
Google support
Initial Complaint
Date:05/01/2025
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.
a business named *** dryer vent cleaning and air duct services of NJ is falsely using my address and using my name as owner of this business on your google site. I got in contact with the *********** of consumer affairs and the *********** of treasury and there is no record of that business existing. This address is my home and my business which is called convenience **************************. I would like if you would remove CEC dryer vent cleaning and air duct services from your web site because its a fraud business.
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 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: 05/05/2025

Complaint: 23273935

I am rejecting this response because: I dont think that someone even read what I wrote what has happened to me and my business. I do not understand how a huge business like google can operate like this. How can they allow a fraud business to steal an address and name of a legit business and advertise it all through their web page. I am not a lawyer or computer expert but by the way it looks by the response I received from google they dont want to deal with this problem. I an not to computer savvy but I really need help with this problem.

Sincerely,

***** ********
Business Response
Date: 05/15/2025
Hi *****,
Greetings from Google Business Profile Support Team. We hope you're doing well!
We understand that you wish to remove the business that is using your address. In order for us to further check, kindly provide the maps link of the business you want to remove.
Once we have the information, we will determine the next course of action.
Please let me know if you have a questions.

Regards,
Google Business Profile Support Team
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.
Been trying to cancel account since it was made and steady been charged since account was open try calling and cant get live *** try going on site to cancel service and cant figure out how meanwhile you guys have charged me since open account never used services or wanted to continue since my business wasnt listed in google. Never new how to get it listed and couldnt ever receive help to list business or cancel so this was only way I could reach out to you guys after trying to figure out how I could get it cancelled id like all my funds refunded to account as well as I tried canceling services as soon as account was created and seen business wasnt listed whats the purpose of having business account if not listed or could never get help to finish account setup to get listed. Please refund all the charges from you guys since account was opened and close my account as it seems impossible and have never been able to find a way it seems very illegal that account is this difficult to close because it seems like you guys do that so you can keep charging accounts like you been doing mine even though not getting service
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 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: 23273248

I am rejecting this response because: I’ve tried going on website and everytime I do it says there’s a problem. Than when I use my email and password to try to get help it says it doesn’t exist yet it’s my email and password that was used to setup up I request a call @ 3313018796 to resolve this id like my card refunded and want someone to explain to me why it’s impossible for me to close my account meanwhile you guys are still charging me and never could even use services or get my business listed online because couldn’t get help from anyone since it won’t accept account info than when trying to get help not using account kept getting error messages saying there was an issue every time so why are you instructing me to go back to the help page that isn’t helping me. I just want my account cancelled and money refunded as I was never able to use services. Even now as trying to close account only way I could figure out how to possible reach you guys your telling me to go back to the source and issue of the problem which is your website and can’t get the help I need.

Sincerely,

Justin Peterson
Business Response
Date: 05/14/2025
Hi Justin,
Greetings from Google Business Profile Support Team. We hope you're doing well.
We understand that you need help in closing your account and refunding you for the service. We also understand that you want Google to call you. We apologize but we currently do not offer phone support however, we can assist you through email.

In order for us to check further, please provide the Google service you want assistance with.

Please let us know if you have any questions.
Regards,
Google Business Profile Support Team
Customer Answer
Date: 05/21/2025

Complaint: 23273248

I am rejecting this response because:

Still haven’t resolved issue I believe it’s google workspace account for creating an email domain I believe but not sure exactly which account I just know it says charged from google services. What all information do you need so we can speed this up because this has already been way to difficult

Sincerely,

Justin Peterson
Business Response
Date: 06/10/2025
Hi Justin,

We hope this email finds you well!

We understand that you have an ongoing concern about your Google Workspace account. However, we are Google Business Profile Support, which is Google's support service for business profiles displayed on Google Maps.

While I understand that this could be frustrating, I'm afraid that we might not be able to extend our support since we do not have access to your Google Workspace account.
Here are some links that you may find useful:

- Google Workspace Help Center
- Contact Google Workspace support
- Google Workspace Contact Us
If you have any questions, please let me know.

Regards,
Google Business Profile

Customer Answer
Date: 06/20/2025

Complaint: 23273248

I am rejecting this response because:

You guys aren’t asking for anything instead you keep giving me basic help info what do you need so you can refund my account

Sincerely,

Justin Peterson
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,
***** *****

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