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

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:04/22/2025
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 purchased a phone about 5 months ago, purchased the insurance as well. The screen started peeling off. I called Google who stated it was under warranty, then sent me to their repair service. The repairman told me it needs replaced and to contact Google. Google then started giving me the run around about it being a swollen battery and possibly my fault I guess. The repair person stated it was not a swollen battery but the glass and digitizer assembly separating from LCD. I have called multiple times and no one will listen. I have sent pictures in twice showing what the issue is, with no resolution. I have insurance and am willing to file a claim however am stuck in limbo with a broken phone and awful customer service. Case ID ***************
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 Pixel team directly, please contact us via this page: *******************************************pixelphone/gethelp

Thanks,
BBB Core Team
Initial Complaint
Date:04/22/2025
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 cancelled a ****** account three weeks ago. Google Play will not let me manage my subscription. I've written three times and I keep getting billed. This criminal activity between Google and Grindr.
Business Response
Date: 04/22/2025
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:04/21/2025
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.
Several months ago, something happened with Google that resulted in all pages being deindexed / removed besides the homepage (**********). We're independent journalists primarily specializing in nationwide crime. Since this has happened, our Google search traffic has dropped from hundreds daily to 0. We have contacted the company at least 10 times. We have made adjustments, followed all recommendations in the Google Search Console, and have requested reindexing multiple times. Nothing has changed. All the while, Google is fine having their ads displayed on the website. All the while, Google is fine making money from the website thanks to the traffic we've managed to get primarily from ********, but also ******* and Bing. The site is basically unsustainable as a result of inadequate traffic from Google which now has a confirmed monopoly on Internet search. There is no real way to contact Google. There is no way to get help from Google. If Google intends to monopolize search engines, it should at least try to remain competitiveness among websites. At this point, it feels like the domain is hopeless in Google's eyes even though ads continue rolling and Google continues making money on our work without any assistance. We need some help here. Google is nothing without sites and the sites are nothing without Google. Any time we manage to get any page indexed it, it is usually removed hours later. Hate to file a BBB here, but there's no other viable way to get assistance whatsoever with this matter.
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 *******************************************
You may refer to the following help center article for more help: *******************************************webmasters/answer/7440203

Thanks,
BBB Core Team
Customer Answer
Date: 04/25/2025

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. Something happened and the pages are getting indexed again. Not sure what change allowed that to happen.

Sincerely,

*** *******
Initial Complaint
Date:04/21/2025
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.
On April 7, 2025, I received an email promotion from Google Ads offering $500 in free advertising credits. The ad made it appear that I could try out their service at no cost and that charges would only apply if I exceeded the $500 promotional credit. Based on this understanding, I created a Google Ads account and entered a campaign budget of $500. At no time did I knowingly authorize any charges beyond this amount.However, starting April 9, 2025, Google Ads began charging my credit card without warning or consent. Between April 9 and April 15, they made seven separate charges totaling $2,110, none of which I was notified about or approved. I only discovered the charges after reviewing my credit card statement. Google is also attempting to charge an additional $174.45.I received no performance reporting, customer engagement, or legitimate activity from the campaign. In fact, the only result was a flood of spam emails, fake subscribers, bot traffic, and scam ordersbut no real sales or inquiries. I canceled the campaign and contacted Google Ads support to request a refund. A representative named **** replied, stating that their system does not notify users before charges, and that once a campaign is created, it begins running automatically unless manually stopped.I was not told about a $300/day budget, never signed a contract, and did not see a confirmation page or consent form for that level of spending. Their system lacks transparency and basic consumer safeguards. I feel deceived and financially exploited by a misleading offer that resulted in unauthorized charges and no meaningful return.I am seeking a full refund of $2,110 and cancellation of the $174.45 balance. Google Ads has refused to issue a refund so far. I am submitting this complaint in hopes that the BBB can assist with resolving the matter.
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 Ads team directly, please contact us via this page: *******************************************google-ads/gethelp

Thanks,
BBB Core team
Customer Answer
Date: 04/23/2025

Complaint: 23232635

I am rejecting this response because:
Their message is dismissive, generic, and entirely fails to address the core issue I raised: deceptive advertising and unauthorized charges that resulted in the loss of over $2,100 from my small business, with no legitimate return on that investment.
Google Ads continues to promote offers for free advertising credits in a way that misleads small business owners into thinking they are entering a low-risk trial. In my case, I believed I was activating a $500 promotional credit, but without my informed consent or notification, Google launched an ad campaign that automatically charged my credit card seven times, totaling $2,784.93. I never received a breakdown, warning, or real-time budget control, and I did not knowingly approve the settings that led to this level of billing.
Furthermore, the traffic allegedly generated by Google Ads was entirely fake. I reviewed every contact, subscriber, and order not one was legitimate. The emails were invalid, the names were made up, and no real engagement ever took place. This points to either:
1.     Bot-driven click fraud, or
2.     Inflated or fabricated click data that cannot be independently verified.
Google claims that my campaign received over ***** clicks but provides no transparent evidence of where those clicks came from or who made them. As far as I know, these numbers could be falsified just to justify excessive billing.
This situation is not unique. I have found hundreds of similar complaints online from other small business owners who were lured in by promotional offers, only to be charged far more than expected and receive nothing but spam traffic in return.
I am respectfully asking the BBB to continue investigating this matter and press Google Ads for accountability. At minimum, I am requesting:
-       A full refund of the $2,110.00 charged to my credit card;
-       Cancellation of the remaining $174.45 balance;
-       And a formal review of Google Ads billing and promotional practices.
These practices harm entrepreneurs who are trying to grow, and they must be examined more seriously. Thank you for your assistance in advocating for small businesses like mine.
Sincerely,
**** *****
Business Response
Date: 04/29/2025
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 which you were not aware of and would like the amount to be refunded. We understand that you created a Google Ads account after receiving a promotional offer of getting $500 in free advertising credits, however, you received total charges of $2,110 which was charged to your credit card without your knowledge and would like a full refund of $2,110 and cancellation of the $174.45 balance reflecting on the account. We tried locating your account details using the information you have shared, however, we are unable to find the account. We would request you to kindly provide your Google Ads Account ID or an existing Case ID, so that we can further investigate the concern.

We once again apologize for any inconvenience this may have caused. We appreciate your patience and cooperation while we are looking into your concern and 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, please contact us via this page: *****************************************************************************.

Regards,

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

Complaint: 23232635

I am rejecting this response because:  I do not find Googles response satisfactory.
Google continues to deny accountability for the deceptive advertising and unauthorized billing that led to over $2,100 in charges to my credit card. Their business practices target small business owners with misleading free ad credit offers, then use unclear automatic payment systems and unverifiable traffic data to rapidly drain ad budgets without delivering real leads or value.
I have now provided my Google Ads Customer ID: ************ and Case Reference ID: ***************, as previously requested by Google.

I am requesting the BBB to keep this case open and continue mediating. My desired resolution remains:
A full refund of $2,110.00
Cancellation of the remaining $174.45 balance
And a formal review of Google Ads deceptive billing practices
I appreciate your continued assistance in holding Google accountable and protecting other small businesses from similar harm.
Sincerely,
**** *****
Business Response
Date: 05/23/2025
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 understand that you created a Google Ads account after receiving a promotional offer of getting $500 in free advertising credits, however, received total charges of $2,110 which was charged to your credit card without your knowledge and would like a full refund of $2,110 and cancellation of the $174.45 balance reflecting on the account. We have checked your Google Ads account and notice that the account is currently canceled and the only campaign "Secondhand Goods Shop" on the account has been removed. We have checked the promotional code and notice that the status is "Active", however, no amount has been spent from the promotional credit yet. Looking at the Billing summary we notice that there is an outstanding balance of $2,027.27 reflecting on the account. We have checked the transaction history and observe that the campaign accrued charges of $2,701.62 in the month of April, 2025 and you applied for multiple chargebacks with your financial institution due to which there is a due balance reflecting on the account. Looking at the change history, we observe that the campaign was created using your login email address on Apr 7th, 2025 with a daily budget of $300 and the budget was later changed on Apr 17th, 2025 to $1/day after the campaign accrued the charges. The account was later cancelled on Apr 17th, 2025 and the campaign was removed on May 13th, 2025. Since all the changes in the account were made by the advertiser, the campaign was enabled and the Ads were serving, the charges are legitimate and do not warrant a refund. As for your understanding of the regarding the free promotional credit, it is always advised to read the terms and conditions of the promotional offer carefully. You can read about the terms and conditions here (********************************************************************). We understand that you contacted our support team regarding the same concern via ticket# 9-2377000038573. 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 reply to the ticket mentioned above and we would be happy to provide you further assistance.

Regards,

Google Ads Support Team
Customer Answer
Date: 06/05/2025

Complaint: 23232635

I am rejecting this response because:
Dear Better Business Bureau,

Thank you for continuing to facilitate this complaint. However, I must reiterate that Googles response is not satisfactory and only strengthens my concerns about deceptive and harmful business practices within their Ads department.
Google continues to deflect responsibility by claiming that I accepted terms and initiated a campaign knowingly. This is false. I signed up based on an offer of $500 in free advertising credits and was never made fully aware that I would need to spend $500 of my own money first, that the campaign would launch immediately, or that I would be subjected to a rapid series of automatic charges totaling $2,110, without any real-time notification or approval.
Google also claims I set a $300/day budget and made all changes myself. What they dont mention is that I never verified my account before being charged, never received any required consultation, and only changed the daily budget to $1/day after discovering the damage. I was completely unaware that a campaign had been launched or that billing had begun.
What I received in return for those charges was fake traffic, fraudulent email signups, and bot-driven orders. Ive confirmed that every contact and order was illegitimate. Despite raising this with Google, their only acknowledgment was a $46 credit for invalid traffic, while still demanding over $2,000 in supposed legitimate charges for activity that provided zero business value.

This is not an isolated incident.
Ive found numerous other victims online, small business owners just like me, who fell for Google Ads' promotional bait and were then rapidly charged hundreds or thousands of dollars for unverifiable ad traffic. Google provides no independent way to validate their click counts or traffic sources, which leaves advertisers entirely at the mercy of their internal systems and billing practices.

Therefore, I respectfully ask the BBB to:
- Keep this complaint open and marked as unresolved
- Escalate this issue for broader review or investigation under the pattern of complaints against Google Ads

While I will continue to dispute these charges through my bank and consumer agencies, I urge the BBB to take action on behalf of the many small businesses who have fallen victim to this system and referring this to state or federal consumer protection agencies for potential deceptive business practices
This is not just a customer service failure. Its a systemic issue that is enabling the extraction of millions of dollars from small businesses through misleading marketing, poor transparency, and unverifiable billing.

Sincerely,
**** *****
Google Ads Customer ID: ************
Dispute Case #: 9-2377000038573
Initial Complaint
Date:04/21/2025
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 provided all of the documentation requested for google user verification within ********************** ads, and it has come back and cannot verify despite all being 100 percent accurate. I have sent multiple support cases and they refuse to even read the messages, and state that i need to appeal the suspension however based on their own policy I cannot dispute the suspension until the verification is resolved.I have not issue providing all of the information that shows are a legitimate USA based business that is advertising our own manufactured inhouse ************* are the 3 cases of support that are opened and 3 times i have been sent the exact same message that does not apply to the questions im asking. I would just appreciate to be able to speak to an actual person to get this resolved.[5-8595000038447] [1-4364000038631] [1-9754000039407]Here is my account information Wood Designs R Us ************
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 Ads team directly, please contact us via this page: *******************************************google-ads/gethelp

Thanks,
BBB Core team
Customer Answer
Date: 04/23/2025

Complaint: 23232574

I am rejecting this response because: business did not read my response originally had they they would have known i provided the case ID details and ive contacted their "support" repeatedly

here are all the case ids AGAIN
Case ID: ***************
Case ID: ***************
Case ID: ***************
Case ID: ***************
Case ID: ***************

Sincerely,

**** *******
Business Response
Date: 04/29/2025
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 not being able to complete the Advertiser Verification and need assistance regarding the same. We understand that you have contacted our support team multiple times but yet to receive a resolution. We have checked your Google Ads account and notice that the account is suspended for ********************* policy violation. We have checked the Billing settings and notice that the billing setup has been deactivated. There is also a banner displaying on the account with a deadline to complete the advertiser verification by 2025-05-22 and the option to restart the verification is grayed out. We have also checked our internal resources and the reason for past attempts failure is attributed to documents not matching the requirement for completing the advertiser verification process. The document requirement for completing advertiser verification can be found here (*********************************************************************************************************************************). We understand that you have contacted our support team multiple times regarding the same concern and our team has advised to raise an appeal for getting the account reactivated. We are currently looking in your concern and our support team will reach out to you again via ticket# 1-4364000038631 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 appreciate your patience and cooperation while we are looking into your concern and 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 reply to the ticket mentioned above and we would be happy to provide you further assistance.

Regards,

Google Ads Support Team
Initial Complaint
Date:04/21/2025
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.
there is 2 current issues i have with google fi. my phone service is being throttled and after a long talk with customer service my issue has not been resolved. they have suggested I just use wifi when that defeats the purpose of having their service. my data speeds reach 500+mbps yet my AUDIO only stream buffers, I understand they throttle VIDEO streams but no where do they say that will happen with audio. also im trying to purchase a phone and it says i have enough on my balance as you can see in the screenshots but it will not let purchase with the available balance. after talking to google fi they are saying i must pay of the other phone i have on the bill first before i can purchase the new one, in other words they falsely advertised what it says i can use.
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 Fi team directly, please contact us via this page: *******************************************fi/gethelp

Thanks,
BBB Core Team
Initial Complaint
Date:04/21/2025
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.
The problem is that Google does not allow a user of their email service to block an unwanted email whether it be from a business, political organization or an individual. If you mark an unwanted email as spam, it does not prevent this entity from continuing to send unwanted emails, as they only go to a spam and/or trash folder. This does not solve the problem because these emails add up quickly over time forcing one to go over the unwanted emails in one's trash or spam folder in case something of value to the subscriber has slipped through. Google is not serving the public well with its current policy. In fact, this only encourages cyberbullying. In their arrogance, Google has a policy of monitoring people's trash and/or spam folders and arbitrarily deleting subscribers' emails without their consent in 30 days. This is unacceptable and a violation of peoples' privacy rights. I am tired of having to monitor my email account to delete large amounts of unwanted junk and in a few cases, harassing emails. If this policy does not change, I will delete my Google account in the near future and continue with my Yahoo email account that affords me better control of what types of emails have access to my email account. Thank-you.
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 report or block someone, you may refer to the following help center articles :
*******************************************mail/answer/9277792
*******************************************mail/answer/1366858
Thanks,
BBB Core team
Customer Answer
Date: 04/25/2025

Complaint: 23231793

I am rejecting this response because: "The Manipulators"
by ***** ****** details how Google manipulates search engine results to promote left-leaning political views. According to the author of the book, Google's new AI assistant, Gemini, was caught red-headed producing four fake negative reviews of the aforementioned book reportedly from credible well-known sources. It's time to break up this monopolistic entity.

Case in point: Users of Google email are unable to block unwanted emails per Google who forwarded these two links to me in response to my BBB complaint asserting that I should be able to block unwanted emails in Google as is easily performed in other email providers. According to Google's response to my BBB complaint, to report or block someone, one may refer to the following links:

**************************************************************
*******************************************************************;

The top link allows a user to supposedly delete unwanted conversations in ************** chat feature, which has nothing to do with gmail. The bottom link provides Google's instructions on how to filter and send unwanted gmails to spam, which has nothing to do with preventing unwanted, even threatening, emails from reaching one's inbox in the first place. As a result, Google encourages cyberbullying. Google will delete all of the emails in a user's spam folder in 30 days with or without their consent. Google will also not allow a user to immediately delete a ********************** file rather the file is moved to trash where it will remain there for 30 days, after which time, Google reportedly deletes the file. Google's controlling behavior, intrusiveness, and lack of concern for the public is not acceptable.

Google's so-called customer service feature is broken. This customer service issue below was reported to Google years ago and incredibly, Google is reportedly still processing it: I don't even remember what my complaint was about. This needs to be deleted, but there is no way to delete it. There is no customer service phone number to call. ********************** needs to be held accountable for this unacceptable lack of customer service:

Recent case:
We're working on this support case for you

Google Ads
Case ID 3-2843000038270
In Progress
Last updated 3 mo. ago

In conclusion, I will forward a copy of this BBB complaint to: Judge **** P. ***** of the **** District Court for the ********************, *************************************************** Washington, D.C. ***** and the Assistant Attorney General, ******* ******, of the ******************* **************************, ***************************************************** as both of these individuals are involved in the ongoing anti-trust lawsuit against Google for the protection and security of the American people. I am hoping that they will add this issue with gmail to their litigation as well the invasion of consumer privacy with Google's online tracking program, Google Analytics, recently implicated in the exposure of sensitive consumer personal identifiers harvested from H&R Block, Tax Act, and Tax Slayer, as well as Google's total lack of customer service instead referring people to online public group chats for resolution Thank you.
Sincerely,

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

Hello *** *********, Thank you for reaching out. We understand your desire to permanently block an email address in Gmail. We appreciate your request and encourage you to provide feedback through the options provided below. For the time being, we recommend using the existing blocking and unsubscribe features to handle spam and unwanted subscriptions.
To Give feedback in Gmail: **************************************************************
Go to the ********************************************************* is a great place to ask questions and discuss Gmail with other users.
You can browse and search the forum to find what other people post about Gmail.Go to the Gmail Help Community
*********************************************************
@BBB We request you to close this complaint as resolved.
Best regards
BBB Core Team
Customer Answer
Date: 05/15/2025

Complaint: 23231793

I am rejecting this response because people get scammed by phishing emails everyday in this country, but Google will not let email subscribers permanently block unwanted, even dangerous, emails. It is also interesting to note that when an email fails to reach the intended recipient, Google "will retry for 47 more hours. You'll be notified if the delivery fails permanently." Most, if not all, email providers let the subscriber review an email that fails to deliver and make their own decision as to whether or not the email needs to be resent Not Google, of course, as Google will make that decision for you, just like when Google arbitrarily decides if an email is important and assigns it to the "important" folder regardless of whether the subscriber notices it or not. You track people all over the internet by their IP address even when their location settings are turned off so you can get paid to deliver targeted ads to people. There is no doubt in my mind that Google needs to be broken up and divested, not just the search engine, but the whole company, so that smaller entrepreneurs can have a fair shot in this country.

I think that the worse faux pax that Google commits is evidenced by its link directing the public to send all unwanted, even phishing emails, to a user's spam folder whereby ********************** will delete all the users' spam in their own timeframe, reportedly 30 days. So what happens if someone opens up an unwanted email in their spam folder by mistake and clicks on a phishing link? And don't even get me started on Google's merciless invasion of the privacy of people's personal information that turns up in Google's search results.. A few years ago, Google magnanimously stated that they would delete inaccurate or unwanted search results at people's request. I will believe that when I see it as I have reached out to entities in the past that will use the names of people who pay for their services to increase their online presence. It has been my experience, that Google is very slow to respond, if at all. Google pretends to have a customer service department. There is no live person, only a voicemail with a robot. For a company the size of Google, this is unacceptable. Google's response to my BBB complaint is to provide me with a link to make an inquiry about their gmail service or to go on Google's community forum. I don't need any information about how your gmail service works. It would be a waste of my time to check your community forum because somebody has already raised this issue and received your same negative response. How about your outdated so-called response to the processing of my Google Ads Case ID *************** as evidenced below. It has been so long that I don't even remember what it was about so let's just cancel this request if you don't mind:

Google Ads
Case ID ***************
In Progress
Last updated 3 mo. ago

On an aside, Google aka ************* is bring sued by an online education company, Chegg, saying that Google's Al-generated internet search engine is eroding demand for original content and undermining the publisher's ability to compete with AI-generated overviews. Google is bring sued by ****, who claims that Google abuses its monopoly in its general search results to dominate and degrade the quality of local search results and advertising. The countries of ****** and ****** are also suing Google. Google agrees to pay $1.4 billion to settle two privacy lawsuits brought by the Attorney General of Texas in 2022 under Texas state law. Google is involved in an anti-trust lawsuit filed by the ********************************* The ****************** reportedly began investigating Google in 2016 for what it called its monopolistic practices related to its online search business. Canada's ******************, an independent law enforcement agency tasked with regulating competition in that country, initiated a legal action against Google in November 2024 for its alleged anti-competitive conduct in the online advertising technology and ad tech services. In addition to the ********************************, the Attorney Generals of **********, ********, ***********, **********, ********, ************, *********, and ******** have filed a civil antitrust lawsuit against Google for monopolizing multiple digital advertising technology products in violation of the ******* Antitrust Act. Since 2010, the ************** has been investigating Google over its breach of the **** competition laws. The ************** has filed formal charges against Google in relation to its Google Shopping feature, its Android operating system, and Google Adsense. The list goes on and on....

Sincerely,

*** *********
Initial Complaint
Date:04/21/2025
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 just got a new apple iPhone. Thurs all mail boxes emptied. My problems cant be fixed with tutorials. New problems keep coming up. I need my emails. There are no live techs you can talk to. The two phone numbers I could find were useless. Im frustrated and dont know what to do.
Business Response
Date: 04/23/2025
Hi,
We have thoroughly reviewed your complaint and are unable to determine the specific product that you are experiencing issues with.
We are willing to assist you further, however we would need more information to route your case to the appropriate team so that they can look into this ASAP.
Heres what we need:
1. Could you provide more details about the issue.
2. Any previous case ID that you could provide?
3. Any other information that could help us to investigate this case.
Once we receive this information, we should be able to assist you further.
Regards,
BBB Core Team

Customer Answer
Date: 05/05/2025

Complaint: 23231404

I am rejecting this response because:

I switched all my email boxes over to a new phone. Not long after all my email boxes emptied out. I was hoping Google could retrieve.

There were additional problems with sending/receiving emails. Fortunately ***** was able to walk me through to correct issues. ***** cant retrieve emails.

There are no other case IDs. No additional information.

Thank you,
***** ********

Business Response
Date: 05/10/2025
Hi,
Thanks for contacting Google Support.
It sounds like you ran into a couple of issues after switching devices, with your emails disappearing and some sending/receiving problems. Let's go through a few potential solutions to recover your emails and fix any lingering issues.

1. Emails Missing After Switching Phones: Check Email Account Settings: When setting up your email on the new phone, its possible that you selected settings that dont sync or download older emails. Double-check the sync settings in your email account settings (on both iOS and in the email provider's web settings). Ensure that the mail app is set to sync All Mail or the right folders, rather than just the most recent emails.

Check the Email Providers Web Interface: Log into your email account through a browser (e.g., *********, ***********) and check if your emails are still there. If you can see them in the web interface but not on your phone, the issue might be with the phone settings rather than with the server.

Check for Archive or Filtered Emails: Sometimes emails get archived automatically or filtered into folders that you may not have checked. Look in folders like Archive, Spam, or Trash. If you're using Gmail, also check the All Mail folder to see if the messages are there.
2. Email Syncing Issues (Sending/Receiving): ***** helping with sending/receiving issues means youve likely fixed any connection problems, but there are still a couple of things to check:
Ensure IMAP/SMTP Settings: For Gmail, Apple Mail should use IMAP for receiving emails and SMTP for sending. If youre using a third-party service (e.g., Outlook or Yahoo), check that the IMAP/SMTP settings are correct. You can find these settings in the email providers support documentation.

Remove and Re-add the Email Account: Sometimes when you switch phones, settings can become misconfigured. Try removing your email account from your phone and then adding it back again, making sure to use the correct login credentials. This can help reset the connection.
Check Mail App Settings: On iOS, go to Settings > Mail > Accounts, then select your email account and verify the sync settings. Also, check if the option to sync mail for a certain period (like 30 days) is enabledmake sure its set to No Limit if you want to sync all your emails.

3. What to Do If Emails Are Lost: If you cant find the emails on the phone or in the providers web interface, and you believe they were deleted by mistake, its a good idea to:
Check the Trash/Deleted Items Folder: Most email providers, including Gmail and Outlook, have a Trash or Deleted Items folder where deleted emails are temporarily stored. You can try to restore from there.

4. Google Mail Retrieval Process (If Email is Missing):

>Go to Gmail Support and look for the option to "Recover Lost Emails."
>You can also check the Gmail "All Mail" folder to see if they were archived instead of deleted.
>f you're able to log into Gmail via the Web Interface, check for an Undo Send option, but only for recent emails.
Steps to Try:
>Visit Gmail Help: Google Account Recovery.
>Check Account Activity: If your account was accessed on multiple devices during the switch, there may be a chance to review recent activity and possibly restore lost emails.
5. Check iCloud Email Settings (If You Use iCloud): If you use iCloud email, sometimes the emails are stored in the cloud and may need to be re-synced after switching devices. You can go to Settings > [Your Name] > iCloud, and make sure Mail is toggled on. If it is, try syncing again by going to Settings > Mail > Accounts, selecting your iCloud account, and toggling Mail off and back on.
Help article: **************************************************************

Thanks,
Abby
Customer Answer
Date: 05/14/2025

Complaint: 23231404

I am rejecting this response because: its just more tutorials and computer jargon I dont understand. Isnt there anyway to talk to a live person who can walk me thru this?

Sincerely,

******** ********
Business Response
Date: 06/17/2025
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.

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

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

Thank you,
******
Google Support Team

Customer Answer
Date: 06/18/2025

Complaint: 23231404

I am rejecting this response because I want to talk to a live technician about retrieving lost emails. By this time I dont
even know if there still retrievable. Im illiterate when it comes to using computers
Sincerely,

******** ********
Business Response
Date: 06/27/2025
Hi,
Thanks for reaching out to Gmail support
Please note though that we are a scaled team and don't provide 1:1 support.

Fortunately, Gmail does not delete any messages from active accounts (other than Trash and Spam after about 30-days). The following are potential causes of missing messages (roughly listed in the order most seen on the forums):
* Issues with the Apple iOS app or OS-X Apple Mail (sometimes associated with updates).
* Compromised account where the hacker deleted everything.
* Forwarding, filters, or access using POP/IMAP any of which could be deleting messages.
* Messages can also be deleted from other web-sites/tools/utilities through Authorizing applications & sites.
* Confusion on the difference between labels and folders when doing account cleanup.
* Using a view other than "classic" in Settings->Inbox can sometimes result in messages being hidden.
* A Google account left idle or over the storage limit for 2 years or longer.
* In a G Suite account it could a misconfigured retention policy: **********************************************************

Have you looked in the All Mail, Trash (or Bin, but not [imap]/Trash or other names), and Spam labels for the missing information? Have you used the Search Mail function (with the term in:anywhere) to try and find them?

Typically used for a compromised account, the first step is to change your password and verify all your other security and account settings. In addition, a request for recovery of the deleted messages can be made here: ***************************************************************************;(use "We can help find your missing emails and secure your account" found under "Most of my emails are missing")

For more information see:
Try to find missing messages: **********************************************************************
Recovering deleted messages: ***********************************************************

Thanks,
Abby
Gmail support

Customer Answer
Date: 07/03/2025

Complaint: 23231404

I am rejecting this response because: I cant believe a company the size of Google does not have 1 on 1 available. Again I was sent tutorials which is like another language to me. Its like they are so large they dont care about the users and they dont have to. Very dissatisfied with Google

Sincerely,

******** ********
Initial Complaint
Date:04/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Mar 19, I was trying to update my plan from 100GB to 200GB. I tried a few times because their webpage keep giving me error. Either the circle kept spinning, or they gave me a blank page. I was at the end being charged Twice and was in the Wrong price. One for the 200GB in 4 times of price, and another for the 5TB plan that I DID NOT authorized. While I send 8 enquiry to their customer service, they replied once and ignored all other 7. They said they will not refund this erroneous charge. I also found no order record and purchase record in their page. I have no way to found what I have been charged for and what exact date is my subscription. Before my new effective plan, I have the previous unused plan, which was not refunded to me as well. Therefore, I demand them to refund me the charge of 5TB plan AND to fix my 200GB plan price, or if it was not refunded, then the correct amount of time per wrong price charged. My original plan of the 100GB was until 2025 Aug 26. Google charged me the 200GB plan in 4 times of the price being shown plus the unauthorized 5TB plan. Therefore, they should fix the subscription by correcting my subscription from the original 2025 Aug 26 to 2029 Aug 26 for my 200GB plan - 4 years as they charged 4 times of the original price, AND refund the 5TB plan that was not at all authorized. They have changed their price in April, but that should not affect my old price in March.
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 One team directly, please contact us via this page: *******************************************googleone#topic=9171059

Thanks,
BBB Core Team
Customer Answer
Date: 04/23/2025

Complaint: 23229582

I am rejecting this response because:
i have already submitted 2 refund request for the TB plan and another 1 for the 200gb plan.
they Almost immediately responded with an automatic replay saying they will not consider it, even though I wrote all that reasons. They also did not provide a case id to me
and this issue they dragged for a few weeks already

Sincerely,

*** ***
Business Response
Date: 04/29/2025
Hi Team,

We understand that the user was overcharged while upgrading from 100GB to 200GB, was incorrectly billed for an unauthorized 5TB plan, and is requesting a refund and correction to their subscription and pricing.

We'll thoroughly review the user's account and assist them accordingly.
Regards,
***** *********
Google One Tier 3
Initial Complaint
Date:04/21/2025
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 filing this complaint regarding a defective Google Pixel 8 phone (IMEI ending in 5363). The device is exhibiting significant display issues, including an intermittent vertical pink line running down the screen and screen flickering/distortion, sometimes appearing green.These exact symptoms are acknowledged by Google LLC in their official "Pixel 8 Extended Repair Program" for display-related issues, as detailed on their support website: *************************************************************************** My device clearly qualifies for this program based on the matching symptoms and Google's own criteria.I contacted Google Support on 10th December 2024 regarding this warranty issue. While Google's program offers a free display repair, I communicated that this resolution is unsatisfactory given the nature of the defect. This is a known issue acknowledged by Google, suggesting a potential manufacturing or component flaw. Simply repairing the display may not address the root cause and could lead to future problems or require further service, causing continued ************* a loyal Google customer who purchased a premium device expecting reliability, I believe a device replacement or a full refund is the appropriate resolution to ensure I have a fully functional, dependable product as covered under warranty and consumer protection standards. A replacement or refund minimizes further inconvenience for both parties and restores my confidence in the Google ******** date, Google has ignored my emails. They reroute me to an Indian email and warranty claim form link does not work:*************************************************************************************** ***************************************************************************
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 Pixel team directly, please contact us via this page: *******************************************pixelphone/gethelp

Thanks,
BBB Core Team

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.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Google, LLC is NOT a BBB Accredited Business.