We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Internet Services

Google, LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

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

Find a Location

Google, LLC has 42 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • 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

    • Google

      111 8th Ave New York, NY 10011-5201

    • DoubleClick Inc.

      111 Eigth Avenue, 10th Floor New York, NY 10001

    Customer Complaints Summary

    • 9,046 total complaints in the last 3 years.
    • 3,247 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/25/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 appealed suspensions for two of my ads numerous times and they always come back failed. These are in my "Dissertation" ad group for account ************.These ads, and the services I provide, DO NOT violate this policy:Enabling dishonest behavior Products or services that help users fake documents, cheat on exams, spy or wire-tap, or other dishonest behaviors aren't allowed.I DO NOT sell dissertations, fake documents, assist with cheating, or anything like that. Part of my services include providing consulting services for students working on dissertations. This DOES NOT violate this policy.

      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.

      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:04/24/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am filing this complaint regarding Mycelium Wallet (developed by ***********), which has failed to resolve missing funds and ignored all customer support attempts for 7+ months.Issue Details: Nature of the Problem:Mycelium Wallet has failed to process/reflect a legitimate Bitcoin transaction (or: "has frozen access to funds without explanation"). Despite repeated attempts to contact support, the company has ignored all communications for 7 months, effectively holding my funds ************ of Incident: 11 Jul 2024 Amount Missing: $721.38 Transaction ID : e84dbc406dadf71297306a55579edabc02517ec05c4893cd3df40e4b15451bb8 Support Ticket #: [If applicable]Emails Sent: Despite multiple attempts to contact Mycelium via email *********************** I have received no response or resolution. This is unacceptable for a financial service handling users Bitcoin.Requested Resolution:Immediate investigation into missing funds.A direct response from Mycelium support.Refund/recovery of lost assets.Since Mycelium Wallet is distributed via [Google Play/App Store], I urge BBB to mediate this issue with the platform holder ([Google/Apple]) to pressure the developer for a resolution.Attached Evidence:Screenshots of transactions Email logs to Mycelium: *********************** Sincerely,**** ***** *******

      Business Response

      Date: 04/25/2025

      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: 04/25/2025

       
      Complaint: 23248336

      I am rejecting this response because:

      Dear ****** N,
      Thank you for forwarding Googles response regarding my complaint (ID *********. Unfortunately, their reply does not address my issue and instead directs me to generic support channels Ive already attempted.
      Since Google has failed to provide a resolution through BBB, I request that:
      BBB escalate this complaint to ensure Google addresses it substantively.
      Google provide a direct response (not a redirect to support forms).
      I am not satisfied with this response and expect a fair resolution. Please advise on next steps.
      Sincerely,
      **** ***** *******

      Business Response

      Date: 05/01/2025

      Hi,

      Thank you for reaching out to Google Support.

      We acknowledge the user's concern about missing funds in their application wallet.

      We have contacted the user through Case ID *************** and advised them to directly contact the developer using their official email address, *****************************.

      The user has been instructed that if they do not receive a response from the developer within three business days, they should reply to this email with a screenshot of their communication. Upon receipt, we will proceed with reporting the application on their behalf.

      Please reply directly to this email thread if you have any further questions. I will be happy to assist you.

      Thanks,
      ********

      Customer Answer

      Date: 05/07/2025

       
      Complaint: 23248336

      I am rejecting this response because:

       

      Subject: Re: BBB Complaint ID ********.  Myceliums Instructions Failed to Resolve Missing Funds
      Dear ****** N,
      Thank you for your ongoing assistance with my complaint (ID *********. While I appreciate Google Team, recent attempts to address the issue, by contacting Mycelium Support;  their suggested solutions, using a VPN and manually restoring accounts, have not resolved the missing funds in my wallet. Below is a summary of the situation for your records:
      Myceliums Instructions:
      I followed their guidance to access the app via VPN (confirming connectivity was not the issue).
      I also meticulously restored my wallet using the 12-word backup and manually re-added all accounts as instructed.
      Despite these steps, the missing funds have not reappeared in my balance.
      Ongoing Issue:
      Mycelium has not provided further troubleshooting or acknowledged a systemic problem (e.g., sync errors, transaction discrepancies).
      The funds remain unaccounted for, indicating a potential technical or security flaw in their platform.
      Request for BBB Escalation:
      Given that Myceliums solutions have proven ineffective and Googles prior response deferred responsibility to the developer, I respectfully request that the BBB:
      Press Google to intervene more directly, as the apps distribution via the Play Store implicates their oversight role.
      Facilitate a higher-level response from Mycelium, including a detailed investigation into the missing funds (e.g., transaction logs, server-side audits).
      This matter is not resolved, and I urge both parties to prioritize a substantive resolution. Please advise on next steps or additional documentation needed from my end.
      Thank you for your time and support.
      Sincerely,
      **** ***** *******,

       

      Business Response

      Date: 05/20/2025

      Hi,

      Thank you for reaching out to Google Support regarding the user's report of missing funds within their app wallet. 

      We acknowledge the user's concern and understand they have already followed our initial guidance by contacting the application developer directly. We regret to learn that this has not yet resulted in a resolution.

      Please be informed that the Google Play Store functions as a platform that hosts a wide variety of applications developed by third-party entities. While we provide the platform for these apps to be distributed and made accessible to users, the ongoing management, functionality, and support for these individual applications are the responsibilities of their respective developers. 

      Please be assured that we have reported the app on the user's behalf. While the user may not receive a direct response, our internal Google team reviews all such reports and will directly engage with the developer if they find any violation of Google's content policies. To share their experience with other users, the user can leave a public review on the ********************** Play Store: *************************************************************************************************************************************************.

      For transparency, we have already communicated this information multiple times and the following options directly to the user via Case ID ***************:

      Should you require any further information or clarification on this matter, please feel free to reply to this email. I am available to provide assistance within the scope of Google Support's responsibilities.

      Thanks,
      ********

      Customer Answer

      Date: 06/05/2025

       
      Subject: RE: Message received from the business about your complaint (ID: *********
      Dear ****** N,
      Thank you for forwarding Google, LLCs response regarding my complaint (ID: *********. I appreciate the time taken to address my concerns.
      After reviewing their reply, I regret to inform you that I do not find the response satisfactory. I am rejecting this response because: While I understand Googles position regarding third-party app responsibilities, the issue of missing funds remains unresolved despite my prior efforts to engage both Google and the app developer.
      I would like to request further assistance from the BBB in pursuing a resolution, as I believe the matter warrants additional escalation or mediation. Please advise on the next steps or any additional information required from my side.
      Thank you for your support in this matter. I look forward to your guidance.
      Sincerely,
      **** ***** *******

    • Initial Complaint

      Date:04/24/2025

      Type:Product Issues
      Status:
      Answered
      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 has provided numerous unexpected message blocked error notice to my dismay as the sender and to that of the recipient, a respected civil law firm. I had never contacted the firm prior to and they expected to receive my messages. Additionally, Google as the owner of ******* does not allow my iPhone OS to be verified.

      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 at *******************************************

      Thanks,
      BBB Core Team

    • Initial Complaint

      Date:04/24/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      April 17th I purchased a Pixel 9a and google fi plan under the promotion that the phone would be free with the google fi plan. I picked the phone, plus the 20 dollar a month plan that had a discount to 15 a month with my pixel pass membership. I have an email receipt of purchase showing the cost of the phone, minus the cost of the phone, Leaving me to pay only tax. I have another email confirming signing up for the 20 a month service, but it was not showing the 5 dollar a month discount from pixel pass. The transaction was later cancelled with no notice and no reason given. Now when I attempt to re-purchase the phone, the full price of the phone is shown. Google chat support claims that the price of the phone will be paid out over the next 24 month. The phone is 500 dollars... Even ignoring the 5 dollar discount I should be receiving, I could only received 480 dollars back with a 20 dollar a month plan... Making the phone NOT free with fi. When I asked for more detail on what my monthly bill would look like, the google chat person could not provide an answer. This feels like a bait and switch. I would like the hard credit hit removed from my credit score and I would like someone from google to reach out to me and work with me on how to get the original promotion back.

      Business Response

      Date: 04/25/2025

      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:04/24/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 business listing has been repeatedly suspended by Google over the last year due to allegedly "not following the guidelines." However they will not tell me exactly WHAT violations I have committed. I have owned this business since 2017. We are fully licensed and in good standing, but not showing up on Google is detrimental to my business and is costing me thousands of dollars each month. I need someone from Google to explain to me exactly what violations I have committed and how to correct them. However I have been unable to get this *********** next step is to contact my attorney to explore litigation against Google.

      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 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:04/24/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      They are putting blocks on my account where I can't use internet on my phone

      Business Response

      Date: 04/25/2025

      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 Account Recovery issues, we recommend checking 'Tips to complete Account Recovery steps' (*******************************************accounts/answer/******** for help.
      If your account is disabled please go to this page:  *******************************************messages/answer/40695

      Thanks,
      BBB Core team

    • Initial Complaint

      Date:04/23/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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, several users have been being racist and there is no way to report the users to *******. Furthermore, the streaming moderator loves racism and will not ban the users. This streamer would use racism like this on alternate accounts of his to prevent people from knowing its him. In several attempts to click the usual 3 dot reporting option next to a users name has not worked. The option somehow is no longer clickable, but it still shows the 3 dots there. Website is ******************************

      Business Response

      Date: 04/24/2025

      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

    • Initial Complaint

      Date:04/23/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 signed up for a 7 day trial service with ******* tv and we could were not happy with service and cancelled with in 7 days but was charged for full month of service. The TV service was not reliable as it kept buffering and freezing. We were not able to use the services and yet were still charged. I am very unhappy with their customer service stating terms and conditions. This company should not be able to offer free trial periods and then not honor them.

      Business Response

      Date: 04/24/2025

      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:04/23/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Complainant: **** ******* Date of Transaction: October 26, 2022 Amount Paid: $1,004.99 (including shipping)Retailer: JB Hi-Fi Product: Google Pixel 7 Pro 128GB (*****)I purchased a Pixel 7 Pro for $1,004.99 from JB Hi-Fi. After the device developed a fault, Google arranged a replacement, which was also defective. I contacted Google support (Case IDs: [***************] and [2-8099000038410]) and was told a refund of 732 GBP would be issued due to the circumstances.On Feb 22, 2025, I was informed the refund (ID: ********************************** had been processed. Despite repeated follow-ups, I never received the funds. I provided proof that I could not access the original card and set up a Google Store credit account as advised.After weeks of delays, conflicting messages, and escalation to supervisors, Google reversed its position, saying they couldnt issue a refund due to the third-party purchase. This contradicts previous confirmations and misled me into waiting months, during which I had to buy a new phone.I was ultimately offered only a $100 Google Store creditfar less than the agreed refunddespite clear assurances in writing. My requests for a refund receipt or confirmation of the destination account were never fulfilled. Google failed to act transparently or honor its commitment.Resolution Sought:I request Google honor the agreed refund of 732 GBP (or equivalent in USD), either as direct payment or full-value Google Store credit, and issue a formal apology for the mismanagement of my case.

      Business Response

      Date: 04/24/2025

      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 Store team directly regarding any existing orders, please contact us via this page: *******************************************store/answer/7334136?hl=en.

      Thanks,
      BBB Core Team

      Customer Answer

      Date: 05/17/2025

       
      Complaint: 23242124

      I am rejecting this response because:

      I reject Google's response as it fails to address or resolve my specific complaint.

       

      I have already contacted Google Support multiple times and followed all recommended channels. I was issued a replacement phone by Google which was also faulty. As a result, I am now left without a working device and no refund for the original $732 I spent. It is not reasonable to simply redirect me back to the same support pages that have already failed to resolve the issue.

      I am seeking a full refund of $732, plus compensation for the time, stress, and inconvenience this has caused. Googles response is dismissive, generic, and ignores the details already provided.


      Sincerely,

      **** *******

      Business Response

      Date: 05/24/2025

      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,
      Google Support Team

    • Initial Complaint

      Date:04/23/2025

      Type:Product Issues
      Status:
      Answered
      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 played pogo games (no longer available on google), for years on my $200 phone. Now, google has put a glitch in these games to force users to purchase a much newer phone model so they can use their ai to fullest extent.

      Business Response

      Date: 04/24/2025

      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

    Google, LLC is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.