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

9,051 total complaints in the last 3 years.
3,262 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:05/31/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
my business listing was delisted from Google for no reason at all I need to reinstate it asap
Business Response
Date: 06/02/2025
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:05/31/2025
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.
On May 29th 2025 Google LLC sent us an email stating that they disabled our business profile claiming our business does not exist. With no prior warning, emails or any type of contact, they disabled it. We started "Norseman Cabinet and furniture restoration" in December of 2022 and created our website and social media platforms following. We can only assume the reason for this was that they couldn't verify the address but we rent a shop that is clearly listed on our website, business cards and all our social media platforms. We had the business profile for 3 years. We get most of our business from people searching for cabinet or furniture restoration on Google. We were the first business to appear with those keywords and 13, 5 star reviews. We have worked extremely hard to get to this point. The fact that Google can do this to a small business in ******* without warning or reason or no way for us to contact anyone is completely unacceptable! This is really hurting us and might even shut us down. I have tried night and day to get a hold of anyone but there are no phone numbers, emails or live chat available. It's completely unfair. We are looking for help to get this reinstated as soon as possible.
Business Response
Date: 06/02/2025
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
Customer Answer
Date: 06/02/2025

Complaint: 23402867

I am rejecting this response because: This response is not giving us an answer as to why our profile was disabled. The link Google sent was the original link I had to use to issue our appeal for this issue. It does NOT connect me with customer service. There are no other options since the appeal has been in process. If its an issue of not being able to find our shop than that doesn't make any sense. Its a commercial address that's clearly listed. **************************************************************************. Customers come to our shop all the time with no problem. This decision is already effecting our business. We've had ZERO calls or emails. I need at least a live chat with someone please!!

Sincerely,

******** *****
Business Response
Date: 06/10/2025
Hi Natassia,

We hope this email finds you well!

We understand that you want to fix the concern regarding the business profile "Norseman cabinet and furniture restoration". 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: 06/17/2025

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.
Our profile has been reinstated and we are happy with the decision. No further action needed. Thank you,

Sincerely,

******** *****
Initial Complaint
Date:05/31/2025
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 purchased a subscription to Google Ultra so that I would have access to the Veo 3 model. The Veo 3 model is completely and utterly worthless, does not perform anything that is advertised, and does not serve me any purpose at all. Paying for this model was a complete and utter waste of every dollar I spent. I attempted to request a refund but was only able to modify my subscription going forward. I am requesting a refund for FALSE ADVERTISING ABOUT VEO 3. I don't want this subscription, I already requested the refund less than an hour after purchase, and I am totally utterly unable to get any support from Google, either to understand why Veo 3 ***** so hard, or to get support getting a refund for my purchase of this awful, crummy service.I am attaching a screenshot typical of the 8 seconds (maximum) of garbage this Veo 3 model produces. Nothing is regular English, the videos are never longer than 8 seconds, this is functionally worse than Veo 2. This is NOT worth $125/month. I WOULD NOT PAY $0.01 FOR THIS GARBAGE.
Business Response
Date: 06/04/2025
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.

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
Initial Complaint
Date:05/31/2025
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.
When I installed the Music Audio Editor, MP3 Cutter and used it, it offered me a free trial saying that I need to cancel it before the period ends so I won't be charged. I agreed. I cancelled it immediately so I won't be charged. When I checked my bank statement, I got charged. I contacted Google Play but they rejected me a number of times. This is deception for me. I thought I was still eligible but to no avail. They should at least consider me just this once but no. They kept on telling me that it's policy. It's just ***** USD/PHP 699. Come on!
Business Response
Date: 06/04/2025
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 refund requests please contact us here: ******************************************************************************************
Or for information on reporting Gift Card Scams or other abuse, please visit this 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: 06/04/2025

Complaint: 23400756

I am rejecting this response because: it seems that the response was canned or a template that you give to all the customers who submitted complaints against ********************** LLC but will yield no desired resolution. Here are the support IDs that you're asking: 3-7850000038344 and 1-7676000039456. Both provided the same result: Rejected My Refund Request. I already contacted the developer as suggested but no response from them after more than 3 business days. I know you can do a manual refund even if your system decided not to issue a refund. I wouldn't get the free trial if I knew I wasn't eligible. I got an unwanted charge because of that. I demand a full refund.

Sincerely,

**** **** Lumawig
Business Response
Date: 06/11/2025
HI,

Thank you for contacting Google Support.

We understand the user is requesting a refund of ****** PHP for a subscription charge.

We have reviewed the account and as a courtesy, approved their refund request of ****** PHP. The customer has been notified via email with the case ID: 6-4102000038709 in the subject line. They should receive the refund to their original payment method within 3-5 business days. Please note that processing time can be affected by the card issuer and may occasionally take up to 10 business days.

Thanks for your cooperation..

Thanks,

********

Customer Answer
Date: 06/16/2025

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,

**** **** Lumawig
Initial Complaint
Date:05/30/2025
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 have been a customer of ********************** Fi for wireless phone service for several years. Within the last seven months, I have received 3 phones of the same make and model(Samsung ************* 6) that have all had issues with the inner screen within two or three months. The issues stem from normal use of the phone and I have done nothing to damage the phone. When now, I no longer want the same type of phone because the issues are the same on all of them, I am receiving no assistance and being told that I cannot return the defective device and that even if I do, I will still have to pay for it despite financing it through them. I have conversations in the past where I had chats with their support team and asking for other options and the only thing they have helped with is only making me purchase a second phone and still paying for the defective one. No exceptions. No allowances. No nothing but we can't do that. They are selling defective devices and do not care about their consumers. They use "refurbished" devices for their consumers and then do not do anything when those devices break.
Business Response
Date: 05/31/2025
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:05/30/2025
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.
Im filing this complaint due to an unresolved issue with Google Fi involving a promotional offer that was not applied, followed by unacceptable customer service, refusal to escalate my case, and disregard for privacy.During my initial support call with Google Fi, I discussed a $250 credit tied to the Pixel 9a that was supposed to apply to my purchase. After the transaction, I noticed the promotion was not applied. I raised this during that same support call.The ***** advised me to place a new order for the same phone and said the promotion would apply. When I attempted to reorder, my Google profile was grayed out, preventing the purchase. A second ***** told me I had already used the promotiondespite the fact that it never applied in the first place. This response was circular and failed to address the core problem.Frustrated, I requested to speak with a supervisor. Instead of honoring that, the ***** required I repeat irrelevant prior details before proceeding. This gatekeeping wasted over 27 minutes of my time and felt like a violation of my privacyI should not have to rehash unrelated history to speak to a ************* make matters worse, the ***** ended the call saying theyd submit a form and someone would contact me in 48 hours. No one ever did. This happened twice.If Google Fi claims escalations take 2448 hours but never follows through, then the 15-day return window must be extended. I initiated contact within that period. Any missed deadline is due to Google Fis internal delaysnot mine.Resolution Requested:Apply the $250 credit discussed during my first call, or extend the return window so I can return the phone. Also provide an apology and review support and privacy protocols to prevent future incidents.
Business Response
Date: 05/31/2025
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:05/30/2025
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 called a YouTube customer service number I found on **********************. They had me download an app and ultimately took 250 from my account
Business Response
Date: 05/30/2025
Hi,
We apologize for any frustration the customer may be experiencing because of ********************** 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.
Regards,
The Google Support Team
Initial Complaint
Date:05/30/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went to ******************** on drug charges June 15th 2022 and stayed until July 31st 2023. Then I went to prison in the ********************************** from July 31st 2023 until November 1st 2024. I had multiple gmail accounts before I went to jail and once I got released I remembered all the passwords but I lost the phone number ************ that is associated with the gmail accounts. My mother passed away October 10th 2024 and all of my thousands of pictures and memories are tied to these specific gmail account. They are as follows ******************** ******************** ******************** And I really don't want to lose thousands of pictures of my deceased mother and other pictures that I have. Once I was released I was able to get back all of my other gmail accounts ******************** ******************** ******************** *************************** ************************ ******************* ************************* I was also able to retrieve my old old ***************** email.I was able to get back into a bunch of old gmail accounts as well but I really need to be able to get back into ******************** ******************** ******************** My credit Karma is tied to ******************** at that. I don't have the phone number ************ to do the two step verification process. I don't have a previous device to use at that. The password for all three emails ******************** ******************** ******************** is Braydon74$$ This is my second time getting involved with the Better Business Bureau. Now Google can ask for identification to verify payments but will not take the steps to help people who are locked out of important gmail accounts. It seems that Google can take people money but Google really does not case about important gmail accounts. ********************** really does not value people
Business Response
Date: 05/31/2025
Hi,
We apologize for any frustration the customer may be experiencing because of ********************** 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.
Regards,
The Google Support Team
Initial Complaint
Date:05/30/2025
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.
Google Business Listings has suspended my access because of a guideline issue. They won't tell me what it is, just that I did. This is insane. First, if I did, then tell me what it is so I can correct. Second, how about a warning first before a suspension? The problem exists because Google has done so well with these "free listings" that you now have to have one to be visible. I have been in business for 13 years with a *** for over a decade. I have excellent reviews and am the top search result for my keywords. None of his matters apparently. You cannot contact them in any way. You file an appeal and you have no idea if and when it will be resolved. At the time of this complaint I have been down for 5 weeks. My call volume immediately went to zero. I've had no new business since. I have paid 3 payrolls and more than a month's expenses and I am tapped out. My business is on the verge of closing, all because of a guideline violation. Any violation I did, would fall within something minor like incorrect wording or the like. Nothing deceptive or nefarious. My main complaint is the difficulty of accessing help and the speed at which they engage it. This affects real businesses every day. Their process is difficult. If its really about keeping you compliant then they should disclose your violation specifically. If I do go out of business I will explore a lawsuit. Maybe they will listen to a judge.
Business Response
Date: 05/31/2025
Hi,

We apologize for any frustration the customer may be experiencing because of ********************** 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.

Regards,
*******
The Google Support Team

Customer Answer
Date: 05/31/2025

Complaint: 23396767

I am rejecting this response because: They requested additional information.
Here is the information they requested. As far as I can tell this is the case ID. It is in the subject line of the email. 2-5549000038960
Here again is my Business Listing ID: ********************
I have already contacted support through their recommended channels. The reason for this complaint is that it has been ongoing for over 5 weeks now with no resolution. My last request for appeal was submitted on May 16th. I have made multiple inquiries as to the progress of this case but have received no responses. This is putting serious strain on my business up to and including having to close down. I am very willing to resolve the issue but it needs to be done immediately. If it is compliant now, I need my listing unsuspended immediately. If there is something else that needs changing, I need specific information of the exact violation or violations of the guidelines. It will receive my prompt attention. All I'm asking is that I also have their prompt attention. Thank you for looking into this matter.

Sincerely,

**** ***
Business Response
Date: 06/12/2025
Hi ****,
Greetings from Google Business Profile Support Team. We hope you're doing well!
This email is in reference to your inquiry about the business "CleanGreen Services". We understand that you are concerned about the reinstatement of the profile.
First, we would like to apologize for the inconvenience and disruption it has caused. Upon checking, the profile is now live and reinstated on Google.

Also, here are some highlights about How to make your profile awesome. With this, you could help your business win visibility and have more interactions with your customers.
We wish you well on your business endeavors. Please let us know if you have any questions.
Sincerely,
The Google Business Profile Support Team

Customer Answer
Date: 06/17/2025

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:05/30/2025
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 bought a google gift card at ********* for a value of 75$ this was 3 months ago. I've tried everything possible to redeem and is not possible ive contact them with no luck last message i got was from ********* telling me that there's no refund. The card says it has money but it doesn't let me use it. They are running a scam. how can i get my money back??
Business Response
Date: 05/30/2025
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 refund requests please contact us here: ******************************************************************************************
Or for information on reporting Gift Card Scams or other abuse, please visit this 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

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Google, LLC is NOT a BBB Accredited Business.