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:04/21/2025
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.
Google has taken my money through ****** and won't refund the money even though I did not authorized this transaction. I am the only person on my tablet, the only person living in the house and my tablet is password protected. What prompted Google to take this money is something I don't know.
Business Response
Date: 04/21/2025
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: 04/21/2025

Complaint: 23229452

I am rejecting this response because:
I have a withdrawal showing on my bank account by **********************. I have been in contact and requested google refund my money and they rejected my claim. I know nothing about the family named or who they are.

Sincerely,

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

Thank you for reaching out to us.

I understand that the user has expressed concerns regarding unauthorized charges on their account.

To address this, we have initiated contact with the user through Case ID *************** and requested additional information pertaining to the charges in question. We are currently awaiting the user's response.

Upon receipt of the user's reply, we will conduct a thorough investigation into the matter.

If the customer has any additional information that may help us, please feel free to respond to the email thread.

Thanks,
********
Initial Complaint
Date:04/20/2025
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 thought that I had successfully cancelled ********** for the past two months, but I was just billed again. I have followed the directions of several websites or suggestions with no luck. When I do successfully get to a cancel choice, it simply loops me back onto the ********** site. The company can see that I have not used this platform or watched anything for the past two months, so I am asking for a refund of ***** X 2 to be credited to my credit card on file.
Business Response
Date: 04/21/2025
Hi,

We apologize for any frustration the customer may be experiencing as a result of ******* products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly.

To get in touch with the ********** support team via phone, chat, or email, please use this page: ************************************************************

If the customer has already reached out through this page, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

Thanks,
BBB Core Team
Customer Answer
Date: 04/21/2025

Complaint: 23228894

I am rejecting this response because: I have already gone through the web pages and customer support many times only to believe I had cancelled this account 1 1/2 months ago. I find your web page and support very confusing, placing customers in a loop with no practical information. I can not locate a phone number that you referenced in your reply. If you give me that phone number, I will call asap.

Sincerely,

***** *****
Business Response
Date: 04/29/2025
Hi *****,
Thanks for raising this to our team. I'm sorry to hear that you are continuously being charged for the ******* TV subscription. A Support Specialist will reach out to you in 24 - 48 hours through the case: 3-1207000038413, so we can sort this out. We look forward to resolving this case.

Regards,
The ******* Team
Initial Complaint
Date:04/20/2025
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 4/16/2025 $627 dollars was taken from my bank account. There is still $967 pending amount. I did not authorize these withdrawals and have no business with them at all. My bank won't help they want copies of my bank account. I'm not giving them that they already stole all my money. I am in the hole live on a fixed income and have 3 more weeks before I get paid again. I have nothing.
Business Response
Date: 04/21/2025
Hi,

We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************

If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

To get in touch with our Ads team directly, please contact us via this page: *******************************************google-ads/gethelp

Thanks,
BBB Core team
Initial Complaint
Date:04/20/2025
Type:Sales and Advertising 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.
Business failed to deliver product on time and rescheduled delivery several times, failed to offer a resolution for return of the product, and didnt honor their return policy by using purchase date as an excuse.
Business Response
Date: 04/21/2025
Hi,

We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************

If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

To get in touch with our Google Store team directly regarding any existing orders, please contact us via this page: *******************************************store/gethelp

Thanks,
BBB Core Team
Customer Answer
Date: 04/21/2025

Complaint: 23228271

I am rejecting this response because: I have already reached out to your team, and they replied that they could only replace the product, and that a refund/return was not possible. The product was low quality, and I received no actual help from your support team.

Sincerely,

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

Thank you for bringing this to our attention. Well be reaching out to the customer on Case ID #***************.

We'll do our best and work towards taking the right course of action to provide a better Google Support experience to the customer, and we'll also keep you posted on the case closure.

Regards,
Mounika
Customer Answer
Date: 05/06/2025

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:04/20/2025
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've redeemed three Google Play cards from playing games on Swagbucks, totaling 65$ one day. When I try to use the balance, it says that due to some inconsistencies, I need to fill out a form, and someone will contact me to resolve the issue, so I provided the documents required for the form and waited for the email. When they emailed me, they said the same thing about the inconsistency, with no further explanation, and would not reply for weeks when I asked them what the inconsistencies were and what I could do to fix the issue. Then I tried contacting a live agent about the issue, and they transferred the case to their specialist team and said they would follow up with an email. They reached out within 48 hours, but they said the same thing about the inconsistencies and couldn't do anything because they didn't have the authority to resolve the issue, so I asked to transfer the case to a supervisor for a resolution. The supervisor responds within 24 hours and says the same thing about the inconsistencies, but somehow isn't given the information about the inconsistencies. I asked what could be done to reinstate the usage of the Google Play balance but the supervisor said the usage of the specific purchase has been restricted and no further action can be taken on this particular ******* the end, there was no resolution, and $73.49 is sitting in my Google Play account. Some of the balance was rewarded from the Google Opinion Rewards app, which I still use, and I can't even access the balance gained from that.
Business Response
Date: 04/21/2025
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: 04/21/2025

Complaint: 23228079

I am rejecting this response because: I have reached out as Google requested only for the same conclusion at the end where the support agent was unable to provide any information on the inconsistencies and was unable to transfer to someone who had the authority to access the information to resolve the issue. Here are the case IDs: *************** and 3-8084000038057.

Sincerely,

***** ***
Business Response
Date: 04/30/2025
Hi Team,
Thanks for contacting Google support!
After reviewing the user's account, we've confirmed that the issue has been resolved. We've notified the user of this via case ID ***************.
Thanks,
The Google support team
Initial Complaint
Date:04/20/2025
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.
We are a new business (Powers Pest Control) that has been trying to get our business up and running. We have been trying to get "verified" for about two months now. We've continued to make efforts to contact someone at Google but nobody calls back or assists. We decided to open an ad campaign thinking that would force them to move our account into searchable status. That also didn't work. I stopped the ad when we found out we still weren't searchable and the ad department couldn't assist us with getting verified. So someone finally called me back today because, "we disputed the charges" on Easter Sunday of all days to explain why we still owe money for something we aren't receiving. I spoke to Rhul at 11:17 am today 4/20/25 who wouldn't give me a manager's name contact info or any assistance other than to continue to tell me we owe the bill. He explained we've had a bunch of impressions and clicks on our account , however we aren't searchable. The clicks are from me or my web designer checking multiple times everyday checking to see if we are searchable. I'm OK still with paying for something I've not received as long as they can at least get us searchable and my we designer can finish what we hired them for.
Business Response
Date: 04/21/2025
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: 04/21/2025

Complaint: 23228042

I am rejecting this response because: Ive already tried all options to fix this problem. I would like a call from a manager and or my account to be searchable. This is my first ever BBB complaint. I only did it because Ive run out of options. It feels like my last and only option.

Sincerely,

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

We hope this email finds you well!

We understand that you want to fix the concern regarding the business profile "Powers Pest Control", ****************************************************** 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:04/19/2025
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 am a disabled customer who relies heavily on ********************** Fi and Google ************* Recently, due to a change in how Google One subscriptions are priced, the integration between my Google Fi Unlimited Plus plan and the bundled Google One storage broke. Despite continuing to pay for the Unlimited Plus planwhich explicitly includes Google Onemy subscription is now marked for cancellation, and Ive been charged separately without authorization or clarity.This billing failure is a backend issue caused by Google, yet customer service refuses to credit me or fix the broken connection, placing the burden of correction on me despite my disability and reliance on these ******** make matters worse, the Unlimited Plus plan is marketed as a premium service, yet it contains highly misleading and predatory design flaws:After 50GB of usage, I am either throttled to unusable speeds or charged $10 per GB.If I opt into this per-GB billing, there is no way to disable it, meaning accidental or background data usage can result in hundreds of dollars in charges with no ability to stop it.Google Fis own Flexible plan is actually a better value for heavy data usersmaking the Unlimited Plus offering not only misleading, but actively harmful for consumers who think they are paying for peace of mind.Customer support has offered no real solutions, failed to escalate my concerns, and refused to take responsibility for a broken system I did not create.Resolution Requested:1. Immediate restoration of my Google One subscription via Fi at no extra charge, as included in the plan.2. Full audit and refund or credit for duplicate Google One charges.3. The ability to disable per-GB billing after 50GB of data on Unlimited Plus, or a warning system to prevent bill shock.4. Public clarification or revision of how the Unlimited Plus plan is marketed.Thank you for your attention to this matter.
Business Response
Date: 04/21/2025
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:04/19/2025
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 reached out to the business and have been given the run around by several different employees. I have a Google Pixel Watch 3, that has features that have NEVER worked. I have updated the software on both. I have rebooted, I have factory reset, . I have completed every step they have asked me to, with exception being the video of the issue because as I stated to them, several times, I do not have another device to record on while I do the action. So I gave them a detailed play by play of what exactly I was doing and what the watch was doing in turn. I have watched the instructional video they sent and reported back that my watch wont go past a certain step before reverting back to the beginning and starting again. Once I reach this point in the conversation (which they will only do through e-mail) They send me to a new associate, who starts back at the beginning. They then start the process again which lasts DAYS only to get to the same point in the conversation and be sent to a new associate. I have spent months trying to fix this issue, on my own and with the support provided, and have not gotten anywhere, this poor customer service I have received is not new to me, unfortunately I purchased several new google products at Christmas time and have had issues with more of them sadly with no resolution to any due to the lack of customer service being provided to me.
Business Response
Date: 04/21/2025
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 Nest team directly, please contact us via this page: *******************************************googlenest/gethelp

Thanks,
BBB Core Team
Customer Answer
Date: 04/21/2025

Complaint: 23226710

I am rejecting this response because: I have already been through all that support and they just keep going in circles with me, constantly changing who I'm speaking with and every new person starts over. It's interesting to me that to get anything accomplished through their 'customer service ' I have to lodge a formal complaint. Otherwise you can only get so far and they pass you off to a new person to start over. This is all through email because phone help cannot help with tech matters. This process takes forever and it doesn't get anywhere.
2-5792000038062
Sincerely,

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

We have reviewed the case, and the customer can expect to receive a response from us.

Thank you,
Ab - ECR Team
Customer Answer
Date: 05/06/2025

Complaint: 23226710

I am rejecting this response because: I've already talked to them and they only talk in circles - they are just trying to close this claim, not help me with my issue. So far I have not had helpful communication with anyone to resolve this claim.

Sincerely,

****** ******
Business Response
Date: 05/18/2025
Hi team,
Well continue to work with the customer towards a resolution within the scope of our policies.

Best regards,
******* - ECR Team
Customer Answer
Date: 06/12/2025

Complaint: 23226710

I am rejecting this response because:
Resolution too vague, What exactly does that reply even mean?

Sincerely,

****** ******
Business Response
Date: 06/25/2025
Hi team,
We have offered a resolution within the scope of our policies to the customer.

Best regards,
******* - Google ECR Team
Initial Complaint
Date:04/19/2025
Type:Delivery 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 address is *******************************. Google maps has it as 647 Bent leaf (two words). So half of my deliveries cant be delivered because Google will not change the address to the correct address. I have submitted complaints and they do nothing about it. And Im extremely frustrated.
Business Response
Date: 04/21/2025
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.

To get in touch with our Maps team directly, please contact us via this page: *******************************************maps/?hl=en#topic=3092425

Thanks,
BBB Core Team
Initial Complaint
Date:04/19/2025
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've tried making edits on Google maps, but their program isn't working correctly. The number "************" is no longer affiliated with "*************" and hasn't been for over a year. Please remove it from the listing. I use "************" as a Google voice number. I am receiving calls from people looking for the business.
Business Response
Date: 04/21/2025
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.

To get in touch with our Maps team directly, please contact us via this page: *******************************************maps/?hl=en#topic=3092425

Thanks,
BBB Core Team

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Google, LLC is NOT a BBB Accredited Business.