Complaints

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

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• 

  Google, LLC

  1600 Amphitheatre Pkwy Mountain View, CA 94043-1351

• 

  Google, LLC

  3400 Hillview Ave Palo Alto, CA 94304-1346

• 

  Google, LLC

  1600 Amphitheater Parkway Mountain View, CA 94043

• 

  Zagat

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

• 

  Google, LLC

  340 Oliver St Newark, NJ 07105-2509

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:04/28/2025

  Type:Order 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.

  ******* consistently refuses to cancel my Premium subscription. They insist I can only cancel via Google, but I can not get into my Google account. My requests to cancel via phone, email, and letter have all been ignored or refused.

  Business Response

  Date: 04/28/2025

  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: 04/29/2025

   
  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because:

  I am being told to contact the same low-level customer service I have contacted before.  I am asked for a case number, but I was never given one.  Customer Service just ignores me or tells me to cancel online via the Google account that I can not access.  They refuse to cancel the account.  I also wrote, via email and letter, to the CEOs of both Google and ********  I received no response.

  I admire and am grateful for the quick response, but you gave more than one contact so I am unclear whom to call.  I am also unclear how this is different than the calls I have already made.

  It seems that I have complained that I get no action from customer service so I was told to try customer service.  Are you asking for an action of insanity, do the same thing and expect different outcomes?

  Can you tell me a specific manager to call?  Or can you have someone in authority call me?  We can arrange a time.

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

  ************
  Pacific time

  Business Response

  Date: 05/06/2025

  Hi *****,

  Thanks so much for getting in contact with us and we're so sorry to hear that you're having issues cancelling your ******* subscription.

  A support agent should be reaching out to you via your existing support thread 6-7923000038994 to provide an update and ensure that your issue is resolved.

  We look forward to helping resolve this.

  Regards,
  The ******* Team
  
  

  Customer Answer

  Date: 05/13/2025

   
  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:04/27/2025

  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.

  Hi my name is ******* ****** and I purchased 2 Google pixel 7 phones off of **** Aug and Dec 2024. I am filing a complaint because I keep experiencing the same reoccurring issues with this model. When I purchased the first phone it was working fine until I dropped it and the screen completely blacked out. I take full responsibility for the physical damage, but I have owned many phones that have dropped but we're still operable. The second purchase had no physical damage and the phone completely blacked out and stopped charging. Since then the phone has not been operable and would not turn on. I tried several practices to get it working again but no resolution. I also took it to the Google recommended repair shop called UBreakIfix and the phone is currently out of warranty so they were unable to repair unless I came out of pocket. The second phone is definitely experiencing some manufacturing defect that I should not be responsible for. This is very frustrating especially when Im continuously repurchasing phones over and over for the same issues. I think the manufacturer should replace, repair, or reimburse for this issue and provide more reliable devices.

  Business Response

  Date: 04/28/2025

  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: 05/07/2025

   
  Complaint: 23256472

  I am rejecting this response because:

   

  Yes case id *************** and they rejected my concern when I reached out through the link at pixel phone help. I was given the option to either chat or receive a phone call. I chose the phone call option and informed the representative of the issue. They responded the device not turning on is not included when out of warranty. As mentioned this is the second Google pixel that keeps blacking out and it is unacceptable at this point and feels like a continuous manufacturer error.
  
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 05/14/2025

  Hi Team,

  Thank you for bringing this to our attention. Well be reaching out to the customer on the Case ID: ***************.
  

  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,
  Pixel/Store **

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23256472
  
  I am rejecting this response because:

  I I'm still waiting for a resolution. There has not been any next steps taken. Still on stand by.

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

  Business Response

  Date: 06/06/2025

  Hi team,

  Thanks for bringing this to our attention. We already contacted the user about this case with ID ***************. We explained that the phone is a demo model, bought without authorization from ****, and isn't covered by warranty. We advised the user to try fixing the issue at the repair center again, or to contact the retailer, ****, for more information about the device.

  Thank you,
  Google support team

   

   

• Initial Complaint

  Date:04/27/2025

  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 been dealing with Google Fi since approximately March 22 trying to get a replacement device. I received the replacement device with broke within a couple days I was told to send both of the phones back in the same box and was told I would get contacted by them once they received the phones back which was on the 14 of April. I have call on multiple times and emailed them trying to get an update and there has been no response.

  Business Response

  Date: 04/28/2025

  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:04/27/2025

  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.

  Google keeps charging an account that is a secondary account for me and that creates problems. I want to indicate which card is primary, but I do not see if I can do that at all. I want to give an indication as to which account to charge first, but I would want more control because seeing multiple charges in an account that I use rarely does me no favors at all.

  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.
  
  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: 04/30/2025

   
  Complaint: 23255723
  
  I am rejecting this response because Google, predictably, sidestepped the main issue that provoked me to complain: establishing a preferred payment method.

  Burying a customer alive with an overabundance of ********************** programs is a typical technique of intimidating and not answering a question that was clearly stated.

  I was forced to delete a payment method because the bank account connected with the card was being billed from all directions from many Google programs. The card that I would have chosed to be the preferred card was barely touched, but the account from which the card that I removed was issued was charged repeatedly from many directions, and I know I did not indicate to them the card that they were using for charges. In the end, the only solution that I could use was to delete the card. Even that is not guaranteed to end the madness because if the various businesses that charged through that card have that card registered as the correct card to use, I will ultimately be forced to cancel that card and have a new one issued.

  There are many apps that give a customer the ability to define one payment method as the preferred one. My request was to know how to make such an arrangement. The response from Google gave me no clue as to where to start to make such a change. I am just hoping that what I did will correct the problem, but I have no reason to be optimistic. I have faced this problem more than once; I am just hoping that deleting the card will accomplish the desired result, but I have no reason to be optimistic about it.

  Stated as clearly as I can in English; if another language is preferred, not indicating it leaves me to use my native language, the one in which I have published most in my lifetime,
  
  ******* ****

  Business Response

  Date: 05/12/2025

  Hi Team,

  Thanks to reaching out to the Google support!

  We've reached out to the user via Case ID *************** and shared the relevant information regarding their concern.

  Thanks,

  The Google support Team

  Customer Answer

  Date: 05/15/2025

   
  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:04/26/2025

  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 subscribed to ********** a little over a year ago to watch the premiere of housewives last season once it was over I canceled myaccount or so I had thought two months later I noticed charges on my credit card. I then reached out to you guys and asked you guys to remove account remove my card and to refund my moneyyou guys did refund my money however you have not removed my card. I just got a statement you guys have charge me $1079.88 over the last year after you guys told me my account was closed and I believe that I want my money refunded. I have all of the documents and the messages from prior of me asking to get this canceled this is beyond unacceptable I am so appalled!!!! Please know I do again have all of the emails I had sent prior asking them to cancel this. I know that you also have a documented because it is saved on your end if I need you, I will get a lawyer and I will sue you guys for this this is beyond unacceptable!!!!!

  Business Response

  Date: 04/27/2025

  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:04/26/2025

  Type:Product 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.

  In February 2025, Google Fi ran a promotion offering a Pixel Watch 3 for $100 off its original value ($449.99) and a credit of $349.99 deducted of your bill spread over 2 years on the condition of activating the watch. Within 30 days of delivery and remaining with Google Fi for the duration of the credits On February 28, I contacted Google Fi support to verify the terms of the deal and discuss what constituted an activation (chat log attached). Later that day, I placed my order (receipt attached)On March 5, the product was delivered Sometime later that week, I turned on and linked the watch to my phone as discussed in the support chat.On March 23, I received an email stating I needed to activate the watch or risk losing the discount (email attached). I immediately initiated a second chat with Google Fi support who assured me that I had activated the watch properly and that I could safely ignore the email. The requested chat log was never provided, however, the support staff that assisted me sent a follow up email recapping the discussion (email attached)On March 30 and April 1 I received additional emails again stating I need to activate the watch by April 4 or lose the discount.On April 25, I received an email stating that I had failed to meet the terms of the promotion and would be charged the amount previously discounted. I submitted a Google Fi support ticket the same day to dispute the additional charges; Google Fi's response so far has been to deny that I activated properly and ignore the evidence of their own chat logs and emails (emails attached)I wish to either:(a) Have the new charges waived and continue using Google ************ (b) Return and refund the watch sold under deceptive promotion terms and either continue to use Google ************ or switch to a new provider (c) Return the watch, terminate my service and chargeback any additional attempts to collect money related to the promotion

  Business Response

  Date: 04/27/2025

  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: 04/27/2025

   
  Complaint: 23255179
  
  I am rejecting this response because: if you had actually read the complaint and reviewed the documents submitted you would have realized the Case ID for the support ticket I had opened with you and the previous chat help were readily available in my complaint and that my attempt to rectify this through your support channels have resulted in similar illiteracy.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 05/05/2025

  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 ticket # 0-8006000038319.

  We are glad to inform that the "Get $100 off Google Pixel Watch 3 LTE 41mm now, plus $349.99 back over 24 monthly bill credits" promotion ha s been successfully applied to the customer's account, we can consider this matter as resolved. 

  We ask that the BBB close this complaint as we have been working with the user towards a resolution. 
  

  Regards, 

  Business Response

  Date: 05/05/2025

  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 ticket # 0-8006000038319.

  We are glad to inform that the "Get $100 off Google Pixel Watch 3 LTE 41mm now, plus $349.99 back over 24 monthly bill credits" promotion ha s been successfully applied to the customer's account, we can consider this matter as resolved. 

  We ask that the BBB close this complaint as we have been working with the user towards a resolution. 
  

  Regards, 

  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.
  

  While this experience has likely steered me away from considering further promotional offers from Google Fi, I am grateful to the higher level support specialists who stepped following my complaint and has appeared to finally resolved this issue properly. The support staff has confirmed to me that I do qualify for the promotion and will be receiving proper credit.

  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:04/26/2025

  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.

  50$ purchased April 7th and 8th in email delivery google play gift cards via ******. I purchased a Google Play gift card via ****** and redeemed it on my personal Google account. Shortly after redemption, Google required me to submit an account verification form. I complied fully and submitted the requested verification. Despite this, Google denied the verification without any specific explanation, and locked my ability to use the gift card balance.I contacted Google Support multiple times and escalated to a specialist. The specialist acknowledged "inconsistencies" on my account but refused to specify any actual evidence or reason, only listing vague possibilities such as using a VPN, logging in from different devices, etc., none of which justify seizing funds legally purchased and redeemed.Google has effectively confiscated my balance with no appeals process, no proper investigation, and no transparency. I request the immediate release of my gift card funds or a full refund of the amount. If Google refuses to release or refund the funds, I request a formal written explanation of the decision, compliant with U.S. consumer protection laws.This treatment is deceptive and unfair to customers who legally purchase gift cards. I seek resolution through a refund or full access to my redeemed balance.I also ask they free up my Google accounts as I have done nothing wrong.

  Business Response

  Date: 04/28/2025

  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:04/26/2025

  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 am writing to express my profound disappointment and frustration following a recent support experience with one of my Google Nest Hub devices (Case ID: ******************* a devoted Google customer, I have invested tens of thousands of dollars into the Google ecosystem. I have been with Google phones since the early days of the Galaxy Nexus and beyond, owning every Pixel phone and a comprehensive collection of Google devices. I own every ********************** smart home product, often in multiples, and my home is a showroom-like integration of Google technology. Even devices that are outdated or no longer compatible are proudly on display, showcasing my commitment to the ecosystem.Recently, one of my Nest Hubs began experiencing a catastrophic issue (black screen crash and reboot loop) that appeared to be linked to a software update. Despite diligently working with support over several hours and multiple agents, the device remains nonfunctional.What is particularly frustrating is that the issue is likely related to a software fault. However, Google Supports final resolution was to offer a $20 credit for a device that was rendered unusable. For a customer who has spent tens of thousands of dollars on Google products and services over the years, this outcome is not just disappointing; it is unacceptable.I have always advocated for Googles vision and innovation. This experience, however, has left me questioning my loyalty. Googles handling of this situation has made it very difficult to continue supporting a brand that does not stand behind its products or its most loyal customers.I urge ********************** to reconsider how it addresses situations like this, especially for customers who have been with the company since the early days.

  Business Response

  Date: 04/28/2025

  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: 04/28/2025

   
  Complaint: 23253476
  
  I am rejecting this response because:I already shared the case number and have already tried to go through those channels without success. Whomever replied to this clearly didn't even read my complaint.
  

  Business Response

  Date: 05/01/2025

  Well continue to work with the customer towards a resolution within the scope of our policies.
  

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23253476
  
  I am rejecting this response because an apology and resolution weren't offered. 

  A software update bricked my device and the company was not helpful. Eventually it got fixed and my device works again but my trust in their service is now at zero.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/26/2025

  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.

  Date: Mar 5, 2025 Amount: ***** This was an unauthorized purchase made by a family member. Google was able to refund 3 other transactions made on the same date but for some reason refuse to refund this transaction. I have tried to resolve this with their customer support twice and they will not explain why they were able to refund 3 of the 4 transactions but this one is an issue when the other transactions were not. The only difference was this was the highest value transaction(by about $20) so not an incredible difference. So despite it clearly being within their policy to refund the purchase they refuse to help now presumably because too much time has passed now but again they really do not offer any clarification. As they requested I did reach out to the developer of the app where the purchase had been made however they stated they are unable to process refunds so that was a dead end. I relayed this to Google support and was met with responses that did not appear to even been related to my email to them. Now that we are nearly 2 months past the original refund request I see no other course of action than to file a claim with the BBB to attempt to resolve this issue. I will also note due to the other refunds they did process the account the purchases were made on is no longer available so nothing was received with this purchase.

  Business Response

  Date: 04/26/2025

  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: 04/26/2025

   
  Complaint: 23253052
  
  I am rejecting this response because: I am providing the requested case ID from previous attempt to get assistance through the google support team.

  Google Support Case ID [***************]

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

  Business Response

  Date: 05/01/2025

   

  Hi Team,

  Thank you for contacting Google.

  Thank you for contacting us about the user's refund request. We understand that the purchase was made by their family member.

  We apologize for the inconvenience caused due to this. We know the customer had waited quite a while for a resolution already, were working diligently to resolve the issue.
  Weve escalated the customer case information to our specialist team for further investigation.

  We've also followed up with the customer via an email with the following case number: [7-2113000038746] in the subject line.

  If the customer has anything else to add, please feel free to reply to the email.

  Thanks,
  Amrita
  
  

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23253052
  
  I am rejecting this response because: I have not received any resolution at this time. Previously Google's support team also referred this to their specialist department and nothing came of it which is why I felt I needed to try to get help through the BBB. Since at this point they state they are still investigating I must reject this response since I do not know that they will respond this time around. I hope they can see the the full picture that other transactions made were refunded without issue but something prevented this one from being processed and either process the refund or thoroughly explain why this one can not be completed with a satisfactory reason. Thank you for assisting with this matter.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 05/20/2025

   

  Hi Team,

  Thank you for contacting Google. We are writing in response to your inquiry about the user's refund request.

  Our specialist team has reviewed this matter thoroughly, taking into consideration Google's established refund policies (available at *******************************************************************************************). We informed the user on May 13 through case ID: *************** that we are unable to grant a refund in this instance.

  We understand this may not be the desired outcome and appreciate the user's understanding and cooperation.

  Thanks,
  Amrita
  
  

• Initial Complaint

  Date:04/25/2025

  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.

  Details of the Issue:Transaction: I was charged $35.99 for the AllTrails+ membership via Google Play on Dec 28, 2024. And I cancelled and request a full refund. The merchant (AllTrails) issued a refund to Google Play for the full amount.Google Play's Action: Despite the merchant issuing the refund to google play, Google Play has not processed the refund to my credit card.Communication: I contacted Google Plays online customer support, and after explaining the situation, I was informed that they are unable to refund the amount to me.

  Business Response

  Date: 04/26/2025

  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: 04/26/2025

   
  Complaint: 23251701
  
  I am rejecting this response because:

  I've contacted google support before and here is the case ID: ***************. They asked me to contact them after half year at that time and unwilling to solve it.

  
  Sincerely,
  
  *** **

  Business Response

  Date: 05/01/2025

  Hi team,

  Thank you for contacting Google support.
  
  We understand the customer has not received a refund for the AllTrails+ membership yet. We apologize for any inconvenience that this issue may have caused them.
  

  Upon reviewing the customer's account, we don't see a refund request directly through their Play account. However, we do see that they disputed the transaction with their bank on 01/06/2025. The dispute was later withdrawn on 01/10/2025. Once a user files a chargeback, neither ********************** nor a third-party merchant can take any action (including refunds) on the order. Only the user's bank can act on a chargeback request.

  We're looking into their refund request and we will update them as soon as we have determined the next steps or have more details. We've also followed up with the customer via an email with the following case number: 6-2865000039285 in the subject line.

  We really appreciate their continued patience and cooperation as we work to resolve this situation.
  

  Thanks
  Vikram