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:04/30/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 4th I (for the first time) purchased a promotion to test how You Tube works. I purchased the recommended by them standard $100 promo from April 4th to April 17th. On Sunday afternoon April 6th I finally see that they started promoting my video, but from Monday the 7th afternoon forwards there was NO MOVEMENT WHATSOEVER on my channel until the end of my promotion on April 17th. I noticed one singular LITERAL day of traction on my page then complete silence for the rest of the purchased two weeks. Called them and got the runaround... I don't see how to justify this, maybe someone dropped the ball, which I can understand but I'm still at a loss.
Business Response
Date: 05/01/2025
Hi,

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

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

To get in touch with our ******* team directly about a paid membership or purchase, please contact us via this page: *******************************************youtube/gethelp

Thanks,
BBB Core Team
Customer Answer
Date: 05/01/2025

Complaint: 23269746

I am rejecting this response because: I have already reached out to them directly with no result.

Sincerely,

******* *******
Business Response
Date: 05/15/2025
Hi *******,
Thanks for raising this to our team. I'm sorry to hear that the video promotion you purchased didn't work from April 7th until it ended on April 17th. A Support Specialist from the ******* team will reach out to you in 2448 hours so we can sort this out. We look forward to resolving this case.
Regards,
The ******* Team
Initial Complaint
Date:04/30/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received this charge on my credit card. I was supposed to be billed $20.00 for a month to see if I liked it. Turned out to be $214.00. I believe I am a victim of deceptive business practices. I called a number but the automated system would not allow me to speak to live person to make a complaint. I submitted my request for a refund on a link shared from Google, have not heard back. This is making me lose trust in Google. I want a full refund.04/15/202504/16/2025GOOGLE *ChatGPT ************ CA$214.00
Business Response
Date: 05/02/2025
Hi,

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

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

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

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

Complaint: 23268838

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

Sincerely,

******* *****
Business Response
Date: 05/09/2025
Hi Team,
Thanks for contacting Google support!
We've reviewed the user's concern and processed a refund for the subscription charges they mentioned. We've communicated this via case ID ***************.
Thanks,
Sumit
Google Support Team
Initial Complaint
Date:04/30/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 25, 2025, my verified Google Business Profile for ********************* LLC was wrongfully suspended without warning or explanation. Were a legitimate lighting company serving residential and commercial clients in the *********** area. The suspension has caused serious harm to our visibility, client trust, and revenue.After the suspension, I submitted an appeal through Googles reinstatement process. The appeal was denied with a generic, automated message. Google did not provide a single reason, example, or explanation for why we were suspended. Our profile was accuratereal address, correct service area, original content, and photos of our actual work. There was nothing deceptive or misleading.The most frustrating part is the lack of transparency and support. Google offers no live customer service or human review. Everything is automated, leaving me with no way to defend my business. My commercial clients now cant find or verify me. Every day this continues damages my brand and costs me income.This is unacceptable. I believe this violates basic standards of fairness and responsible business practices. Google holds a near-monopoly on local business visibility, yet provides no due process or communication when they suspend someone. Ive contacted legal counsel due to the harm this is ********** asking the BBB to help resolve this. I want my Google Business Profile reinstated immediately and a clear explanation of what supposedly caused the suspension. I also believe Google should offer real human review for legitimate small businesses like mine.
Business Response
Date: 05/01/2025
Hi,

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

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

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

Thanks,
BBB Core Team
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've gotten two Different Google play gift cards in the last week. And neither one of them have worked. They ask for more info so I filled it out and then they reply that something doesn't match but won't tell me what and what I need to do. I have a 25$ gift card and a 20$ gift card with neither one working
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: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 since the beginning of my Google Fi subscription have had constant issues and injustices. When starting my subscription I was supposed to be rebated over 27 dollars for a phone on the plan, was charged for 2 months anyways, now there's a factory fault with my phone and Google first laid no response when initially contacted, and now later refuses to do anything again.I want a refund in full for this phone and how much it has been charged to my account as it is faulty and doesn't work. In total of about ************************************* the Google Fi plan.
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 Fi team directly, please contact us via this page: *******************************************fi/gethelp

Thanks,
BBB Core Team
Customer Answer
Date: 05/01/2025

Complaint: 23267585

I am rejecting this response because:
They did and amended nothing and put forth no effort to solve anything, instead again relying on the consumer to give forth all of the effort.

Sincerely,

****** *****
Business Response
Date: 05/09/2025
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 #1-9197000038432.

After reviewing the customer interactions we have decided to offer a replacement device to the user.

Thank you!
Initial Complaint
Date:04/30/2025
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 utilize Google Fi wireless service while I am currently serving active duty military orders overseas. Over the last few months *** had connectivity issues that I contacted customer service over. After completing their recommended troubleshooting steps this left me without any cellular service from ***** April before the issue was resolved. The trouble was caused because they could not re-activate over seas. The issue needed to be elevated to the engineering team to resolve. The failure of their customer service team to understand the situation after explaining was appalling. Even over emails (attached) I have not spoken to the same person twice. Google Fi refuses to compensate me for the lost of cellular service those days saying I had usage. This doesnt make sense because they requested photos and phone setting pictures to help them identify the problem. So to say I had service seems like a dishonest business. I wouldnt need support had I received cellular service. Ive attached the email chain however the photos attached will not be seen.
Business Response
Date: 04/30/2025
Hi,

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

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

To get in touch with our Google Fi team directly, please contact us via this page: *******************************************fi/gethelp

Thanks,
BBB Core Team
Initial Complaint
Date:04/30/2025
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.
29 April 2025 at ***** PST, $4.99, unauthorized transaction by Google, apparently I can't resolve it from my bank. The Google team are all (verified, may I add) corporate jerks and as such plenty of people have attempted to tell them "hey we aren't okay with this," people have complained about it, h*** one of their support videos has a 45.1% dislike to like ratio. The comments all say how "oh hey well I just got charged 100 dollars for a ******* annual subscription and I am regionally locked OUT of ******** I LIVE IN *****," or "who the h*** is localsanders-5t33y and why did i get charged a 50 dollar a month subscription to them". This is all unacceptable. Especially since you can't even properly cancel subscriptions or memberships, this is highly unacceptable, disrespectful, not responsible, nor safe at all as these people who believe they can do all because they saw a **** ad with the caption "you can do it", apparently LEGALLY CHARGE PEOPLE out of their own credit cards.
Business Response
Date: 04/30/2025
Hi,

We apologize for any frustration the customer may be experiencing as a result of ******* products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly.

To get in touch with the ********** support team via phone, chat, or email, please use this page: ************************************************************

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

Thanks,
BBB Core Team
Initial Complaint
Date:04/29/2025
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.
Our website is getting attacked by a bot and our advertising spend is being wasted. I've tried to contact Google Ads multiple times. It's the same every time. You have to speak to a robot for around 2 minutes. Then they transfer you to a human. The human gets all the information. Then transfers you to technical support team. The technical support team robot asks for your account information. You enter it then the support team robot says they are not available to help on the phone at this time and go online to find help. The customer support person you originally spoke with sends you an email to fill out a web form to have someone call you.When you fill out the web form it says there was a problem please reload and try again. The whole thing feels like a scam.
Business Response
Date: 04/30/2025
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 Ads team directly, please contact us via this page: *******************************************google-ads/gethelp

Thanks,
BBB Core team
Initial Complaint
Date:04/29/2025
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.
Hello I had originally decided to cancel service and decided to keep it has talked to them About not cancelling and its still showing cancelling also I need to get my phone box for service I never received I am getting run around
Business Response
Date: 04/30/2025
Hi,

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

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

To get in touch with our Google Fi team directly, please contact us via this page: *******************************************fi/gethelp

Thanks,
BBB Core Team
Initial Complaint
Date:04/29/2025
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.
My Google pixel 8 developed a swollen battery. I am still under warranty and Google support told me to go to a service center to get my device fixed. They refused to fix it and forced me to send it to Google as an ***. I've been in communication with then for over a week. They keep telling me they are working on the case and they have repeatedly ignore the 48h turnaround they give me. I have sent them my broken phone They are holding 1100$ on my credit card They sent me a replacement that was lost by *** and since that, they have given me the runaround. No explanation. No updates. Just the generic "thank you for your patience". I don't have a phone They are holding my credit card hostage They are not giving me any information.They are being *** about when or how this will be resolved. They have repeatedly gone over the 48h they give me. The device is 6 months old and under warranty. Your Google Support Enquiry: Case ID [***************]*** case id: *********** I've attached various screenshots to illustrate the *** process and how long this is taking. I started the process April 21st. I've also attached the bogus proof of delivery from ***. I never signed for it and I don't have a reception service at home. Google told me they were talking with *** but that has been taking more than the delays they stated and not they refuse to give information or resolution dates.
Business Response
Date: 04/30/2025
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: 04/30/2025

Complaint: 23263573

I am rejecting this response because: i have already given you the case ID and this is just more bad faith action from google

Since you can't read here is the case number again but thank you for wasting everyone's time by asking for information i have sent you.
Your Google Support Enquiry: Case ID [***************]
You have niw charged me over 1000$ on my credit card and you refuse to explain or refund me. This is disgusting.
The fact you think im stupid encounter to open a BBB file without relevant information is extremely insulting. Do you job and read the info I've given you.
Unreal
,

**** ********
Business Response
Date: 05/08/2025
Hi Team,
Thank you for bringing this matter to our attention. We have thoroughly reviewed the customer's case interactions and RMA history, and have summarized our findings below:

An Advanced Exchange RMA (RMA70357540) for a customer's device with a swollen battery issue. The replacement device was stuck in transit. Since this *** involved an authorization hold, the customer was concerned about being charged for the hold. Hence, they returned their defective device on April 29, 2025, under tracking number 1Z445Y318623946041. Subsequently, the replacement device shipment, which was stuck under the tracking number 1Z6V130WD917966517, was tagged as return to sender, due to the customer unavailability for delivery.

The ** RMA was closed by releasing the authorization after the customer returned their defective device. Additionally, an exchange without return replacement RMA86260056 was processed, as the initial replacement device under the ** RMA was returned to the sender (RTS). Since the issue has been resolved, we are closing this loop.

We request BBB to close this case.
Regards,
Google Support team
Customer Answer
Date: 05/13/2025

Complaint: 23263573

I am rejecting this response because you omit a ton of information like keeping me in the dark for 23 days. By not resolving the issues with *** the carrier. By letting me do all the work of calling *** to track the items.
I was never "not available for delivery" like you claim. *** maliciously did not deliver the two replacement phones, instead, leaving them at uncommunicated locations so that they would be "lost"
You have treated me like a liar and a criminal throughout the whole process.

So google? F*** you for trying to hide what actually happened and disguising this as a normal issue

Sincerely,

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

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Google, LLC is NOT a BBB Accredited Business.