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

9,046 total complaints in the last 3 years.
3,246 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:04/23/2025
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.
Unoffendable: Audio It is advertised as a book, but it is just a recording of Audio from a sermon.
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
Customer Answer
Date: 04/24/2025

Complaint: 23241253

I am rejecting this response because:
These links do not do anything. They provide no way to contact anybody.

Sincerely,

**** *****
Business Response
Date: 04/30/2025

Hi Team,
Thank you for contacting us.
After reviewing the case, we found that no payment account is associated with their email address, and the order ID provided could not be located.
To assist them with their refund request, we need to determine which account was used to make the purchase. To clarify this information, we have reached out to the user through case ID: ***************
Once we receive a response from the user, we will further investigate the issue.
Thanks,
Amrita

Customer Answer
Date: 05/07/2025

my email is ***************************

Complaint: 23241253

I am rejecting this response because:

Sincerely,

**** *****
Initial Complaint
Date:04/23/2025
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.
I am the owner of a small business, **********************************, and purchased a Google Workspace account for our email: *******@sweetenlowhabitatsolutions.com.I recently lost access to the account due to lack of payment as well as two-step verification being tied to an old phone number I no longer have access to. Unfortunately, Google offers no human customer support unless you are already logged inwhich is not possible in my case. I attempted account recovery several times, used the official recovery form, and even tried calling the support line. However, the system asks for a PIN I cannot retrieve without account ********* only intention now is to regain access long enough to:1.Forward critical business emails to a working address,2.Cancel the account I am extremely disappointed with Googles lack of live support for paying customers. The inability to escalate this issue to a real person has affected my business continuity.I am requesting one of the following resolutions:Temporary access to the admin account so I can update recovery info and close the account properly.OR, at minimum, immediate account cancellation of the account with mail forwarded to my personal email.
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 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: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.
Fall 2023, my husband and I accidentally both signed up for ********* to be able to watch college football. When we discovered we both had accounts, I thought I cancelled mine. Since that time, on occasion, I saw charges from Google ******* on my credit card but thought it was for You Tube Premium which is a different service from Google that we do use daily. Two months ago I saw a charge from google for over $100 that I was not expecting. (You tube premium is not that expensive.) Upon researching, I realized this was for ******* TV and I verified ******* premium was being charged on another card. I found my ********* account online to get a refund, and it said I had signed up from either ***** or my internet provider. So I checked my apple subscriptions and it wasn't there so I again I thought it was cancelled. Then I saw the charge again this month, and got the same message from Google about the 3rd party purchase. I checked with **** and ***** and confirmed they never offered ********* sign up. (Screen shots provided.) I canceled the ********* again and provided that screenshot as well. Google will not refund me because their online system still thinks I signed up from a 3rd party phone or internet provider. I have tried to contact them multiple different ways. I have disputed the charges as far back as I can (through January 2025) but Google still owes me for charges from Oct 2023 to Dec 2024. They can verify I have not used the account. I didn't even know it was still active. Additionally, Google does not offer an appropriate remedy because their automated system to get to a representative will not let me get past the portion of a third party ****** - which is wrong in my case. Also that history would should on my phone or internet account, and it does not. I have uploaded screen shots that show there is no subscription from my phone or internet provider.
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:
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 tried to call google did not get any where I also went help and they did not take my information on my house with Zillow and trulia that are still up that should be taken down.
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 *******************************************

Thanks,
BBB Core Team
Initial Complaint
Date:04/23/2025
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 did not consent to running a google ads campaign and was charged for this service. When contacting the billing department I was told that since it was authorized from my google account that they are unable to refund the charges.
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 Ads team directly, please contact us via this page: *******************************************google-ads/gethelp

Thanks,
BBB Core team
Customer Answer
Date: 04/24/2025

Complaint: 23240528

I am rejecting this response because: i have already spoken with a team member from the ads department who not only refused to honor my request for reimbursement and waiver of balance but also refused to escalate my call to a manager.

Sincerely,

********* ********
Business Response
Date: 05/01/2025
Hi *********,

Thank you for your response and apologies for the inconvenience caused so far. We have reviewed your complaint and understand that you are concerned about receiving unauthorized charges associated with your Google Ads account and would like the charges to be refunded and the outstanding balance to be waived off. We have checked your Google Ads account and notice that the account has been canceled and the campaign is showing as ended. We have checked the Billing summary and notice that there is an outstanding balance of $16.49 reflecting on the account. Looking at the billing transactions, we notice that the charges of $86.49 are associated with the campaign ******** Promotion - 2025-04-13 - ********" from the month of April, 2025. We have checked the change history and observe that the account was created using your login email address on Mar 30th, 2025 and the campaign was created on Apr 13th, 2025 with a daily budget of $200. The account was later cancelled on Apr 19th, 2025 after receiving the charges. Since all the changes were made by using your login email address, the campaign was active and Ads were serving, the charges are legitimate and do not warrant a refund. We understand that you contacted our support team on Apr 23rd, 2025 via ticket# 3-8320000038900 wherein the team informed that the charges are legitimate and the refund request was denied. Our support team will reach out to you again to share the details of our investigation and answer any further questions you may have.

We once again apologize for any inconvenience this may have caused. We understand that this might not be the resolution that you were looking for but be rest assured that we are fully committed to provide the best possible resolution to your satisfaction. In the meantime, if you have any further questions, kindly check our support website for further assistance.

Regards,

Google Ads Support Team
Customer Answer
Date: 05/07/2025

Complaint: 23240528

I am rejecting this response because: as stated previously to the business, my minor son while logged in under my Google account without my knowledge or permission created the campaign. I was not aware of this until I saw the charges on my bank account. My debit card information is stored in my Google account which is how the charges were able to be processed in the first place. Once i figured out the source of the charges I canceled the campaign. At no point did I authorize or enter into an agreement with Google to do this. A minor is not able to consent or enter into a binding contract without parental consent. I did not give my consent for any of this. I will dispute the charges through my bank as unauthorized if necessary.

Sincerely,

********* ********
Initial Complaint
Date:04/23/2025
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.
My account keeps getting flagged and shut down for no reason, preventing me from conducting my business. 2 times in 4 months. I lose 4 days of income each time.
Business Response
Date: 04/23/2025
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.

To get in touch with our Google My Business team directly, please contact here: ******************************************************************************** Please remember to provide the email that owns or manages the *** page.
If you have already reached out through Google Support channels, we ask that you share your most recent support inquiry ID, so we can further investigate. Thank you.

For additional products and information, please contact us at *******************************************

Thank you,
Google Support Team

Customer Answer
Date: 04/23/2025

Complaint: 23240042

I am rejecting this response because: I have already had to wait numerous days, then I get told I have to wait more. This is the second time in 4 months this has happened to me, with zero reason on your part for the action, nor any compensation for the issue, both times.

Sincerely,

****** ******
Business Response
Date: 05/01/2025
Hi ******,

We hope this email finds you well!

We understand that you want to fix the concern regarding your business profile. We will send an email to the email address you have provided for additional information. You may refer to this case id: ***************.

If you have any questions, please let us know.

Regards,
Google Business Profile Support Team
Initial Complaint
Date:04/23/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a google business profile with them, they suspended it and denied two appeals even though all the paperwork they asked for was legitimate and provided. They have no actual HUMAN to speak with and their automated emails just give you the run around. Its beyond frustrating as a business owner. Genuinely at my wits end with this company.
Business Response
Date: 04/23/2025
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.

To get in touch with our Google My Business team directly, please contact here: ******************************************************************************** Please remember to provide the email that owns or manages the *** page.
If you have already reached out through Google Support channels, we ask that you share your most recent support inquiry ID, so we can further investigate. Thank you.

For additional products and information, please contact us at *******************************************

Thank you,
Google Support Team

Customer Answer
Date: 04/23/2025

Complaint: 23239967

I am rejecting this response because:
I have tried all of these links endlessly for days now. Not a single one was of ANY use, I once again, I am at my wits END with google. Not a single link in your business help center is actually helpful. Its like talking to a wall at this point. It doesnt even remotely feel like help is being given. Everything is Ai automated and just loops you back to those helpful links. This response given to me regarding use these links was also probably automated. Ive submitted legal documents, *** submitted pictures, Ive emailed, Ive called any google number available. Just absolutely unbelievable the kind of help offeredwhich has been none. Frustrated, and very angry. I was hopeful that reaching out through the BBB would yield some ACTUAL help.
Sincerely,

******** *****
Business Response
Date: 05/02/2025
Hi ********,

We hope this email finds you well!

We understand that you want to fix the concern regarding your business profile. We will send an email to the email address you have provided for additional information. You may refer to this case id: ***************.

If you have any questions, please let us know.

Regards,
Google Business Profile Support Team
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.

Sincerely,

******** *****
Initial Complaint
Date:04/23/2025
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 tried multiple times to have google remove my business from google maps as it is no longer doing business. They refuse too, I am filing with BBB in order to get help before I escalate to the next level. My experience imhas been nothing but bad escoecially with the lack of support to make this happen
Business Response
Date: 04/23/2025
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.

To get in touch with our Google My Business team directly, please contact here: ******************************************************************************** Please remember to provide the email that owns or manages the *** page.
If you have already reached out through Google Support channels, we ask that you share your most recent support inquiry ID, so we can further investigate. Thank you.

For additional products and information, please contact us at *******************************************

Thank you,
Google Support Team

Customer Answer
Date: 04/24/2025

Complaint: 23239830
Google at its best refusing to help,

I am rejecting this response because:

Sincerely,

***** **********
Business Response
Date: 05/02/2025
Hi *****,

Greetings from Google Business Profile Support. We hope you are doing well!

We understand that you want to remove the business profile *. **********, *** LLC, ****************************************************************************************************************************

Upon reviewing your business profile, we have observed that you have initiated the process of deleting it. As this profile was previously verified and had an established presence on Google, we regret to inform you that we are unable to completely remove it from our systems immediately. Please understand that once a business profile has been verified and has existed on Google, it enters a phase where its visibility will gradually decrease over time rather than being instantaneously removed. While you have taken steps to delete the profile, it may take some time before it fully loses its prominence and eventually becomes less visible to users on Google Search and Maps.

We recommend having the business marked as permanently closed. Since the profile is deleted, you can suggest an edit to Maps. Here are the steps on how to suggest an edit to your business profile:
- Go to Google Maps and search for the business name.
- Click on the profile for your business.
- Scroll down to the bottom of the page and click on the "Suggest an edit" button.
- Select the type of edit you would like to make (in this case, it would be "permanently closed).
- Enter the correct address information.
- Click on the "Send" button.

We appreciate your understanding in this matter. Please let me know if you have any questions.

Sincerely,
Google Business Profile Support Team
Initial Complaint
Date:04/23/2025
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.
I am submitting this complaint regarding an unresolved issue with Google Store gift cards I tried to claim with my mail [email protected] purchased 2 Google gift cards with a total value of 45 USD from 7-11 and Amazon mid April. Upon attempting to redeem these cards, I encountered errors indicating that I need provide more info on them.I reached out to Google support multiple times mid April 2025 and provided the required details, including purchase receipts, card numbers, and images of the physical cards. Despite following all instructions and submitting all requested documentation, I have been unable to resolve the matter.Google's support responses have either been delayed, generic, or failed to provide a satisfactory resolution. The lack of accountability and transparency has left me without access to the funds I rightfully purchased.Desired Resolution:I am requesting an activation of the purchased gift cards so that I can use them as intended.
Business Response
Date: 04/23/2025
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: 04/23/2025
I shared my case ID in initial request. Repeating it here.
Case ID [***************]
Also my communication with Google support team led to nothing
Complaint: 23239365

I am rejecting this response because:
Its just general reply.

Sincerely,

********* Vakulskyi
Business Response
Date: 04/30/2025
Hi team,

Thank you for contacting Google support.

We understand the customer attempted to redeem the Gift cards in their account but were unable to do so due to an error. We apologize for any inconvenience caused and for the online support's inability to resolve this issue.

Were investigating the root cause of the Gift card redemption issue.

We've also followed up with the customer via an email with the following case number: [1-5893000039053] in the subject line. If the customer has anything else to add that can help us, please feel free to reply to the email.

Thanks
Vikram
Customer Answer
Date: 05/08/2025

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,

********* Vakulskyi
Initial Complaint
Date:04/22/2025
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 own a small HVAC business in ******* **************. We had a Google business page and had almost 200 5 star reviews. We recently built a building and now run our company out of that building. We changed our address to our new buildings address on our business Google page and Google then shut our business page down. This was in February of this year. We have followed all of their instructions and submitted every piece of evidence possible to ensure Google knows we are a legitimate company. We are losing the possibility of many new customers and it is definitely affecting our company. It seems impossible to get this issue resolved.
Business Response
Date: 04/23/2025
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

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Google, LLC is NOT a BBB Accredited Business.