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

9,054 total complaints in the last 3 years.
3,252 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: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,

**** ********
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.
Basically Google is almost a total fraud,,biases and not understanding of culture awake and video analysis only support who pays the most, at same time selling my content to bigyexh, I have You Tube video fraud, crypto currency exchange fraud, copyright violations, intellectual property theft, they never answer my attorney
Business Response
Date: 05/07/2025
Hello,

We apologize for any frustration you may be experiencing as a result of Google products or support. For the best and fastest support for your concern, we encourage you to contact us directly using the specified links below.
Unfortunately your report does not include any identifying information for the product you are seeking assistance on. Here is what we need to help you:
-Which Google product are you being charged for?
-Have you opened a support ticket with our dedicated Support Team?
-If yes, please reply here with your support ticket ID number.
Need a support ticket ID? To assist you as fast as possible, please visit our ************ Choose the product from the list and click Contact Us.
*******************************************
We will be happy to help you just as soon as we have more information.
Thank you,
Google Support Team
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.
I have had you tube tv for about three years . The beginning of this month it stopped working. I contacted customer service and was told my **** expired last year . Even after i explained that i was watching it and being charged monthly they said i had no acct. this month i was billed again
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: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 had unauthorized charges from Google Play and I had someone from their customer care team tell me not to worry it was my money and she would make sure it was returned to me in 3 days. Now I am getting emails of how my request was denied. They want me to fill out forms for over 30 unauthorized transactions and I do not have the time to do Google's job for them. They can see in my account the charges so there is no reason why someone getting paid to do a job can look this up. I want my money back.
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: 23262165

I am rejecting this response because:

I have spent days speaking with your custom care team and I just get told no after telling me everything would be refunded in my account
Case ID ***************

I am not going to continue to go around in circles there is no phone number for me to call and speak to someone to have this resolved. I want my 107.24$ refunded to my debit card and my credit card for the animal and games that I did not authorize the charges. I want this back in my account by Friday. You can look up my account at **************************** and find the payments taken on several days in April. It will be resolved though here because I do not trust your customer care team. My money should already be in my account accordinging to your staff who told me not to worry my money would be refunded. So tell me you are refunding me and the process that you will be taking to have it resolved

Sincerely,

***** ********
Business Response
Date: 05/13/2025
Hi team,
Thank you for contacting Google support.
We understand the customer is requesting a refund for the 'Animal Run' purchases as those were made without their consent. We understand this is inconvenient, and apologize for the trouble. We'd be happy to assist.
After careful consideration, were able to provide a refund for the purchases in question as a one time courtesy. They no longer have access to the refunded content. We've also followed up with the customer via an email with the following case number: [6-0472000039099] in the subject line to share the account specific details.
Just a heads-up: Refund processing times can vary depending on their payment method. Most refunds are completed within 30 business days, but can be completed earlier. Refunds take different amounts of time depending on how you paid. Learn more about how long refunds take (*******************************************************************************************)
The Google Play Store offers password protection, which is an easy and effective way to prevent most unwanted purchases.
Turn on purchase protection:
>Open the Google Play app.
>At the top right, tap the profile icon.
>Tap Settings > Authentification > Require authentification for purchases.
>Choose a setting.
>Follow the on-screen instructions.
Important: If "Fingerprint authentication" is checked, the fingerprint password will be controlled by the "Require authentication" setting. That is, if you set your authentication for every 30 minutes, you'll be required to use fingerprint authentication every 30 minutes. For more details, go to the "Setup fingerprint authentication (on select devices)" section in this help article. (******************************************************************************************)
If the customer has anything else to add that can help us, please feel free to reply to the email.
Regards,
Vikram
Initial Complaint
Date:04/28/2025
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.
I had signed up for a trial period for ************ 5 days free and on 6th $59.99 for 2 months. I receive a text today there was an issue with my account. I log in this evening to resolve and I am charged $82.99. I called ********** and spoke to a *** who explained that my account was cancelled today because it's been 24 hrs. I explained to her that I had only received a message about this late this afternoon- how can it be 24hrs? Then she said, oh, it was yesterday they tried. I asked her why was I only getting a text about it today? Nothing and they were charging the full price- I think it is very disingenuous of a company to conduct business this way.. I want them to properly charge the promotional price of $59.99 for two months.
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
Customer Answer
Date: 05/05/2025

Complaint: 23261476

I am rejecting this response because: I had reached out already to them and the response given was pretty much- tough cookies! A business cannot say they have tried to reach out extensively, when they had not. I have cancelled my account with them and want my money back at this point as I no longer want to continue to give them my business. They are dishonest.

Sincerely,

****** *****
Business Response
Date: 05/21/2025
Hi ******,
Thanks for raising this to our team. Were sorry to hear that the ******* TV subscription discount appears to be not applied on your first 2 months. A Support Specialist from the ********** team will reach out to you in 24 - 48 hours so we can sort this out. We look forward to resolving this case.
Regards,
The ******* Team

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Google, LLC is NOT a BBB Accredited Business.