Complaints

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

close

Find a Location

Google, LLC has 42 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Google, LLC

  1600 Amphitheatre Pkwy Mountain View, CA 94043-1351

• 

  Google, LLC

  3400 Hillview Ave Palo Alto, CA 94304-1346

• 

  Google, LLC

  1600 Amphitheater Parkway Mountain View, CA 94043

• 

  Google

  111 8th Ave New York, NY 10011-5201

• 

  DoubleClick Inc.

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

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:04/19/2025

  Type:Order 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.

  16 April 2025, the company installed the gbox. This installation has impacted my phone service. I have no internet access, and it has interfered with my TV service. I have no access to any service numbers or contract paperwork. This deal has been shady ever since the initial salesman arrived. Installed equipment does not work.I am not satisfied with the lack of service and would like to return to my previous service that actually worked.

  Business Response

  Date: 04/21/2025

  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. What is the product that you are experiencing issues with?
  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
  
  

• Initial Complaint

  Date:04/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son has had a Google account since he was about 4. He's recently turned 13 on ********. On his birthday, he had gotten a few different Play Store gift cards and they all redeemed successfully on his account. He already had a small balance left over, from previous gift cards. He gets them fairly often. Recently he tried to use his gift card balance, which is about $150, and he got an error message saying he needed to contact support. Support asked us to verify the gift card numbers and place of purchase with receipt, and we tried to explain that these were gifts and that like any normal person, we threw the gift cards away once they redeemed successfully.This is a child's account and they've locked the account and are being extremely vague about it. They are literally stealing money people paid. I want my son's account restored fully, or I want to at least know what he did wrong so we can try to resolve it.

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

  Also, 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:04/19/2025

  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.

  Ive tried over 15 times to verify my Google business. My business I want approve is Super Pro Landscaping and ************** I dont understand whats going on with Google and why they wont approve me. *** added pictures of my business, my truck with the logos, my shirt with logos, the licensing for my county, licensing for the services, a paper verifying me as a llc company. I just want to be verified and Google been giving me a hard time. They wont let me appeal or anything

  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 My Business team directly, please contact here: *******************************************business/gethelp. Please remember to provide the email that owns or manages the *** page
  
  Thanks,
  BBB Core Team

• Initial Complaint

  Date:04/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  my google acct was hacked someone in ******* despite 2FA. I received a message on phone notifying me that someone was trying to access the account in *******. I said no each time but despite this the account was hacked and all recovery methods including phone numbers and emails were changed. Even the name associated (mine) was changed as was the birthday. Google's own acct recovery methods don't work and I spoke two people in tech support and they were no help.

  Business Response

  Date: 04/20/2025

  Hi,
  
  We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************
  
  If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.
  
  For Account Recovery issues, we recommend checking 'Tips to complete Account Recovery steps' (*******************************************accounts/answer/******** for help.
  If your account is disabled please go to this page: *******************************************messages/answer/40695
  
  Thanks,
  BBB Core team

  Customer Answer

  Date: 04/20/2025

   
  Complaint: 23225302
  
  I am rejecting this response because:

   

  I have already tried the links on the Google support page and no success in acct recovery.
  
  Sincerely,
  
  ***** ***********

  Business Response

  Date: 04/25/2025

  Hello,

  Thanks for the Google Account Recovery request. Weve sent an email to your contact email address with case ref #8-2247000038692. Please visit the link below for Tips to file an Account Recovery request.
  ******************************************************************
  
  Regards,
  The Google Team.
  

  
  

• Initial Complaint

  Date:04/18/2025

  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.

  A Credit Inquiry was placed on my record despite a clear notice that one would not place until checkout. During this time, I did not checkout or view my cart, I only viewed the potential monthly bill. Since then, I have spoken to Experian who advised me it is at the discretion of Google to remove this credit inquiry and Google Fi Support stated there was nothing they could do.

  Business Response

  Date: 04/20/2025

  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

  Customer Answer

  Date: 04/20/2025

   
  Complaint: 23224454
  
  I am rejecting this response because: I have reached out to GoogleFi support over email and phone number. I am responding with the Case IDs, as requested. 
  5-2546000038401

  0-0134000038437
  

  Please advise if this Hard Inquiry can be revoked, as Experian/TransUnion strictly both state that the Vendor (you) only have the power to remove it. 
  
  Sincerely,
  
  ********* *********

  Business Response

  Date: 04/25/2025

  Hello BBB Team,
  We thank the customer for providing us with this information. We see that the customer is currently in contact with one of our agents through case #9-5673000038272.

  We have now let the customer know that we are unable to remove the credit check they will need to contact Experian. Also the credit check is communicated in the cart page signup. 

  We ask the BBB team to close out this complaint as questions have been answered. 

• Initial Complaint

  Date:04/18/2025

  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 April 12, 2025 I used the Klarna app to purchase a $200 google play gift card. Upon successful redemption of the digital gift card I went to try and purchase digital goods. But I was met with purchasing errors and was required to fill out a form providing information on where I bought the gift card, redemption code, state it was bought from, etc. I provided every single detail down to receipts and payment method last 4 digits, even the ****** purchase reference number. And google hits me with an automated email response saying there are inconsistencies. Ive tried several times to try and get a REAL HUMAN to look at my case instead of being filtered out by their horrible system. I dont even think they actually look at these cases. If you check on Reddit and other social media you can see HUNDREDS of people going through the same thing. That is a lot of money google is stealing from people and not allowing them to use even when provided the information. I want to be able to use the google play credits I BOUGHT. OR REFUND ME MY MONEY.

  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

• Initial Complaint

  Date:04/18/2025

  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.

  Subject: Urgent Request for Access to My Google Business Profile Dear Google Support Team,I am writing to urgently request assistance regarding my Google Business Profile access issue. My business, Baskets Galore by ******, relies on this profile for visibility and customer engagement, and I have been locked out due to an unexplained email login change.Previously, I accessed my account using my personal email: ************************** However, Google appears to have changed my login to an unfamiliar and unused email: ************************************, which I have never set up or used. After attempting to resolve the issue with a Google chat representative, I was guided to delete that erroneous email, but this resulted in complete loss of access to my business account.I have sent multiple emails requesting assistance, including a request for a supervisor to call me, but I have not received a response. This is causing significant disruption to my business operations, and I need immediate resolution.I kindly ask for the following urgent actions:Restore Access: Allow me to regain access to my business profile using my original email ***************************.Supervisor Assistance: Escalate this matter to a supervisor for expedited resolution.Clarification: Provide a clear explanation of why my login was changed without authorization.Please treat this request as urgent, as my business depends on access to my profile. I appreciate your immediate attention and a response as soon as possible. I can be reached via email *************************** or phone *************).Thank you for your assistance.Sincerely, ****** ******** Baskets Galore by ******

  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 My Business team directly, please contact here: *******************************************business/gethelp. Please remember to provide the email that owns or manages the *** page
  
  Thanks,
  BBB Core Team

• Initial Complaint

  Date:04/18/2025

  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.

  Hello,Ever since I listed my business on Google - **************************** and Consulting in **********, *******, telephone number: ************, I have been receiving ANNOYING messages and DAILY calls stating "please don't hang up", etc... or someone will be on the telephone wanting to have a have conversation about my Google listing.I have asked REPEATEDLY when there is a live person, to STOP calling me regarding this! Not only is this annoying receiving 4-8 calls DAILY from area codes 256 & 251, it's taking me away from my clients trying to reach me. Thank you.** I DO NOT WANT TO RECEIVE ANY FURTHER CALLS FROM GOOGLE, GOOGLE BUSINESS, GOOGLE LISTING, AND/OR ANY AFFILIATES!Dr. *******

  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 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: 04/21/2025

   
  Complaint: 23223185
  
  I am rejecting this response because:
  
  if the customer tells ********************** employees to stop calling them, thats what they should adhere to! 
  

  Again, I do not want any calls from any employees directly or indirectly related to Google regarding my business.

  Sincerely,
  
  Dr. ***** *******

  Business Response

  Date: 04/30/2025

  Hi Dr. ******
  
  We hope this email finds you well!
  
  We understand that you have an ongoing concern about getting phone calls from Google. Upon checking it seems that you are being contacted by our Google Ads team. However, we are Google Business Profile Support, which is Google's support service for business profiles displayed on Google Maps. 
  
  While I understand that this could be frustrating, I'm afraid that we might not be able to extend our support since we do not have access to your Google Ads account.
  Here are some links that you may find useful:
  
  - Google Ads Help Center
  - About payment methods for Google Ads
  - Google Ads Help Community
  
  You may also explicitly and clearly request that they stop contacting you via phone calls during any future telephone communication you have with them.
  
  If you have any questions, please let me know.
  
  Sincerely,
  The Google Business Profile Team
  

• Initial Complaint

  Date:04/18/2025

  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 a ******* account with ********************** and have had it monetiaed now for several months but they are holding the funds and I cannot get help from them to access those funds I have been working for. They have asked for my mailing address and I have provided it I believe all the way back in November of 2024 and they claim they have mailed be 4 different "pins" in envelopes to my address that I need to verify my address to receive the funds but I have not received a single letter from them yet. I have contacted my local post office and confirmed I have no change of address or mail forwarding requests that are active and conflicting and I continue to receive other mail to my address as well and so my carrier informed me it is likely Googles end where the issue lies. When I contact support they tell me they cannot help me until I request another pin to be sent which will take 6 weeks until then I can receive help from them. The total amount of funds being held by Google now that I have earned amounts to over 1.5K and as this is my job currently not being allowed access to these funds I have earned is causing problems.

  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 ******* team directly about a paid membership or purchase, please contact us via this page: *******************************************youtube/gethelp
  
  Thanks,
  BBB Core Team

• Initial Complaint

  Date:04/18/2025

  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 am the owner of ************** Pressure Washing, a legally registered LLC based in *****, ********. I created a Google Business Profile to appear in local search and on Google Maps so potential customers can find and contact ***** profile was denied during the verification process. The email response I received from Google support stated I should "use the appeal tool" to resolve the issue but the email did not include a clickable appeal link, and there is no way for me to access the appeal process.I submitted all required documentation to Google, including:My EIN confirmation letter from the ********** newspaper publication, which shows my business name and address A written explanation that I operate as a service-area business and do not have a physical storefront, which complies with Googles published policy I was initially contacted by a Google support representative named ******* who said my case had been escalated to the appropriate team. However, I have now waited nearly a month with no response or resolution. When I attempted to follow up via email, my replies were rejected and blocked. I also posted in the official Google ******************************* over 5 days ago and received no reply whatsoever.I have made multiple good-faith efforts to resolve this through the appropriate channels and surveys, but Google's system has failed me as a small business owner.All I am requesting is a clear explanation of what policy I allegedly violated or a manual review of my submitted documents so that I can move forward. This has caused undue delays and is harming my ability to operate and promote my business locally.

  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 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: 04/22/2025

   
  Complaint: 23222643
  
  I am rejecting this response because: Thank you for forwarding Googles response. Unfortunately, their ***ly does not resolve the issue and simply redirects me to the same broken support path I have already used multiple times.
  To clarify:
  I have already contacted Google support through the Get Help link multiple times.
  I have provided all required documentation, including my EIN letter, newspaper publication, and explanation that I operate a service-area business.
  I received a response from a support *** named ******* who said my case was escalated but no action has been taken in over a month. Case ID *****************
  The appeal tool is broken in my case the email from Google informing me that my profile was denied does not contain a clickable appeal link, and I therefore cannot proceed.
  I have posted in the Google ******************************* (no response in over 5 days), attempted to ***ly via email (messages bounce back as blocked), and submitted feedback through their support survey (no follow-up).
  I am not asking to start over I am asking that someone at Google manually review my business profile denial, acknowledge that the standard appeal tool is inaccessible in this case, and provide an actual resolution path.
  The BBB should be aware that Ive exhausted all official channels, and Googles ***ly is simply looping me back to the same system that has failed me.
  Thank you for helping to facilitate a real solution.
  Sincerely,
  ****
  Owner, Intensive Care Pressure Washing
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 04/30/2025

  Hi *******,
  
  We hope this email finds you well!
  
  We understand that you want to reinstate your business profile Intensive Care Pressure Washing". 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