Complaints

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

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  Google, LLC

  1600 Amphitheatre Pkwy Mountain View, CA 94043-1351

• 

  Google, LLC

  600 - 10 Dundas St. E Toronto, ON M5B 2G9

• 

  DoubleClick Inc.

  450 West 33rd Street New York, NY 10001

• 

  Google

  500 W 2nd St Austin, TX 78701-4673

• 

  Google, LLC

  500 W 2nd St Ste 2900 Austin, TX 78701

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:04/17/2025

  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.

  This complaint is associated with Google Fi promotion credit.On April 6, I signed up Google Fi for a group of 4 lines of my household on a 18-month half price promotion which was ended by April 9, 2025 per Google. The promotion Terms and Conditions contains price of $50/4lines and the following terms Activate the line within 30 days to redeem the promotion. I ordered **** card to be delivered to my house for the transaction. Order confirmation email and transaction tracking number, as well as Google T&C screen shots are all available. On April 11th, three of the four lines were activated to Google Fi. On April 12th, the fourth line was activated. However, only two of the lines activated on April 11th were given the half price credit. Google customer service said the other two lines, one activated on April 11th and one on April 12th were not qualified for the promotion as they joined after the promotion ended.Google Fi customer service that their decision was incorrect and inconsistent with their T&C of this promotion program. The order made on April 6th included 4 lines and the promotion program T&C, acting as a contract, allows 30-day activation window. I asked Google to correct the credit error but they rejected my request. Order email --------- Forwarded message ---------From: Google Fi Wireless <************************************************************>Date: Sun, Apr 6, 2025 at 1:06PM Subject: You're signed up!To: <****************************>Google Fi Wireless You're signed up!We're excited you're here. All that's left is for us to ship your order, and we'll follow up with a separate shipping *****************'s a recap of your plan:"Phone icon"You're on the Simply Unlimited plan with 4 people That's $100/month and includes coverage in ****** and *******Billing: You haven't been charged for anythingYou ordered 4 items Other recorders are available upon ************* amount under this dispute $12.5x2x18=$450.00, 2 lines half monthly charge 18 month Thanks you for the help!

  Business Response

  Date: 04/18/2025

  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:04/17/2025

  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.

  Subject: Complaint Regarding Unjust Termination of ********** Account Dear ************************ am submitting this complaint regarding the recent and unexplained termination of my ******* account by ******* (a subsidiary of Google LLC).I am new to the platform and had just started establishing my channel under the music name ******* Yankee. I had not posted any public content prior to the termination, apart from uploading three original music tracks. I have never received any strikes, warnings, or violation notices before this action was ******** my shock, my account was suddenly terminated without any clear explanation. I immediately submitted an appeal, expressing that I am a new creator and have not violated any of ******** guidelines. However, my appeal was denied without any specific reasoning or communication from ******* support.This situation is frustrating and disheartening, especially as someone trying to build a presence as an artist. I strongly believe this was a mistake, potentially due to an automated system or misidentification.I respectfully request that:This termination be thoroughly reviewed for any error or ******************* provide a clear explanation for the ************** account be reinstated if no policy violations can be verified.I would appreciate the BBBs help in holding ******* accountable for transparency and fair treatment of new **************** Name: ******* Yankee ******* Channel URL: ******************************************************** Email Address: ******************** Date: [Insert today's date]Sincerely,******* Yankee

  Business Response

  Date: 04/18/2025

  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:04/16/2025

  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 11 fraudulent charges on my bank statement from *********** I called support and they said they can only refund 4 months. Since these charges are fraudulent, I would like the others credited as well. If they are unwilling, I will need to take action through my bank to have them reversed. Id rather settle through ******* opposed to the latter. I do enjoy the service. I order it every year during football season.Ive attached a statement showing all charges. The fraudulent charges start in 4/2024 and continued until the *** cancelled yesterday. 4/11 fraudulent charges have been refunded. My request is for the others credited 7 to be refunded as well. You will notice that there are two charges per month starting on 8/30/24 and ending on 12/30/24. I subscribed for your service during those months and thats why it shows duplicate charges. One was fraudulent and one was legit. Thank you,

  Business Response

  Date: 04/18/2025

  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: 04/19/2025

   
  Complaint: 23215576
  
  I am rejecting this response because: I have already contacted your support team. They stated they were on authorized to refund 4 months and this is why Im here at this step. Please resolve through the BBB complaint or Ill go through my bank.
  

  These charges are fraudulent. I order your service during football season every year and hoping youll do the right thing. Either way, this is a fraudulent charge and my bank will protect me. Im just hoping youll do the right thing by me. 
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 04/25/2025

  Hi ******, 
  
  Thanks for raising this to our team. A Support Specialist from the ********** team will reach out to you in 24 - 48 hours so we can sort this out.

  We look forward to resolving this case.
  
  Regards,
  The ******* Team
  

  
  

• Initial Complaint

  Date:04/16/2025

  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.

  On Friday, April 11, I was informed my ******* channel was being removed for standards violations. It was removed without warning. I filed an appeal, which was denied. No one will explain to me what exactly was violated or how. Repeated requests to talk to someone were unanswered. All *** posted are entries to a national news competition, which is likely now forfeited because the judges cant see them. The videos were meant for judges only, so I cant imagine how theyre violating any policies. I would like someone to explain it to me.

  Business Response

  Date: 04/18/2025

  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:04/16/2025

  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.

  This is my 3rd complaint about this business (this is a new and separate complaint from my previous ones so please do not reject this as an already filed complaint, this is a NEW and fresh complaint from 4/14/25).This is ANOTHER complaint about Google ************** I have de-selected Rentals and ******************* from my profile. On 4/14/25, I received a lead from someone looking for rentals. I advised this is not something I can help with and Google charged me $68.76 for this invalid lead and refuses to refund my money.The Lead ID from ********************** on this invalid lead is ********* and the chat conversation with their *** is 8-8486000038279

  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: 23215263
  
  I am rejecting this response because:  This is the same delay tactic you did before (Google).  The complaint number you requested is LITERALLY WRITTEN IN THE COMPLAINT.  For your convenience, I simply copied and pasted the last sentence of my complaint.  Stop delaying.  'The Lead ID from ********************** on this invalid lead is ********* and the chat conversation with their *** is 8-8486000038279"
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 05/01/2025

  Hi *****,
  
  We hope this email finds you well!
  
  We understand that you have an ongoing concern about your Google Ads account. 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
  
  If you have any questions, please let me know. 
  
  Regards,
  Google Business Profile

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23215263
  
  I am rejecting this response because: This is a BS response.  The first complaint Google was able to rectify the situation.  I am literally returning to the SAME place for the SAME situation.  Now Google says they can't do anything?  It's the same place.  Refund the money you defrauded me out of.  You stole money by charging for a 'lead' that is not what I said I handle.  You refunded it the first time, now you claim to be some other section of the business.  Why were you able to refund the money the first time, but not now?
  
  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 a lead for Rentals and ******************* services even though you deselected these 2 categories for your ************** Ads and would like a refund of $68.76. We also understand that your contacted our support team for the same concern via ticket# 8-8486000038279 but your request for refund was denied. Our team is currently looking into your concern and will reach out to you soon with further updates.
  
  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. If you have any questions or concerns, please dont hesitate to reach out to our Google support representatives.
  
  Regards,
  
  Google Ads Support Team

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23215263
  
  I am rejecting this response because: You keep playing this delay game.  There are 2 leads you charged me for that you are slow walking and hope that it goes away.  Meanwhile, you keep trying to charge me and run up expenses on me.  Pay the refunds for the 2 leads that you are trying to charge me for rental leads when I de-selected those.  This is ridiculous.  All you do is try to stretch it out in hopes that I will go away.  Refund the 2 leads that you stole money from me on.  This does not need to be a long and drawn out ordeal.  You make some BS reply that you are looking into it and it's the same message you send every time.  A 3-year old could have had this resolved by now.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up as a new customer with ********************** Fi to receive a Google Pixel phone with $799 to be applied over 24 months after activation. I received the phone and signed up for Google Fi as directed. Repeated phone calls with customer service have told me to wait until the next billing cycle and the latest interaction said I had to be a customer for two years at which point it would be eligible to receive the installment credits. At that point the phone will be four years old and this cannot be correct. Here are the terms I signed up under:"Get $799 back over 24 monthly bill credits for purchase of a Google Pixel 9 at **************************************** when you sign up for any plan (new users only), starting 1//2025 at 00:00 PT and ending 3/31/2025 at 23:59 PT, or while supplies last. Phone activation for monthly bill credits required by 30 days of shipment confirmation and must be active 24 months. **** credits provided ratably over 24 monthly blll cycles, are applied to plan charges (e.g. data, calls, texts) and taxes and fees, and exclude financing costs, device protection and international charges. Unused monthly credit doesn't roll over to the following month. Cancellation, pause, change, or suspension of Fi plan will void promotion and value of discount will be charged to your Google Pay account. Promotions are non-transferable, not valid for cash or cash equivalent. US residents with US shipping addresses only. Must be 18 years or older, with Google Pay and Google Fi Wireless accounts. Limit 1 per customer or group plan member. Taxes payable at checkout. Offer cannot be combined with other offers. Void where prohibited."The attached document "Your order is confirmed" shows:Pixel 9 Obsidian 128GB (Fi)Get $799 back on Google Pixel 9 $799.00 The other document is the latest runaround exchange with their customer service agents. They denied me a return of the phone for deceptive advertising and refuse to let me speak to a manager.

  Business Response

  Date: 04/17/2025

  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: 04/17/2025

   
  Complaint: 23212298
  
  I am rejecting this response because:

  I am currently working with Specialist ******** to resolve case Case ID [***************]. I am awaiting her response and action to the following thread. As of now, this issue has not been resolved by Google Fi customer service.

  
  ***********************************************************************************************************************
  Wed, Apr 16, 8:08?PM (19 hours ago)
  to me
  
  Hello *****,
  My name is ******** and I am a higher level specialist here with Google Fi. I was made aware that you have contacted us regarding a promotion not applied. I just wanted to introduce myself and let you know Ill be working with you going forward. 
  After a thorough review of your account by our promotions team, we have identified the reason the "$799 back on Google Pixel 9" promotion was not applied. Our records indicate that you currently have another promotion active on your account. The "Half off new lines for 6 months" promotion was applied due to the device purchase being completed in the Google Store prior to the creation of your Google Fi account. Consequently, the system did not initially recognize the device as eligible for the "$799 back" offer.
  Please advise whether you would prefer to retain the currently active "Half off new lines for 6 months" promotion or remove it to apply the "$799 back on Google Pixel 9" device promotion.
  Please note that since I have taken over your case, I'll be your sole point of contact while we work together to get this resolved. If you have any questions for me, please include them in your response. My office hours are Sunday, Monday and Wednesday to Friday 10:00 AM to 7:15 PM (GMT).
  Sincerely,
  ********
  Google Fi Support
  
  Need help now? We're available 24/7.
  Fi is better with friends. Invite friends to join and you'll each get $60 off your bill when they do.
  Help center Contact us Privacy policy
  
  Find us on Twitter
  
  Google ******************
  **********************
  ************* CA ***** ***
  
  
  **** Johnson <*********************************************>
  Wed, Apr 16, 9:27?PM (18 hours ago)
  to google-fi-support
  
  Hello ********,
  
  Thank you for the explanation. It is my preference that the "$799 back on Google Pixel 9" promotion be applied and the "Half off new lines for 6 months" promotion be removed.
  
  I understand why this happened and I appreciate your taking the time to research it and rectify the issue. It has been frustrating seeking a resolution but I am happy it is being resolved. Thank you again.
  
  Regards,
  ***** **** *******
  

  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 was in contact with one of our agents through case ticket # 7-8166000038088.

  As per user request, we have removed the "Half off new lines for 6 months" promotion and applied the "$799 back on Google Pixel 9 over 24 monthly credits" promotion instead. The user has agreed with the resolution provided with the following response:
  
  "Hello ********,

  
  Excellent, I see it in my billing area and got a confirmation email. Thank you for the prompt resolution. I truly appreciate it.

  Regards,
  ***** **** *******"

  We ask that the BBB close this complaint as we have been working with the user towards a resolution. 
  

  
  

  Customer Answer

  Date: 05/02/2025

   
  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:04/16/2025

  Type:Delivery 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.

  Ordered ******* S25+; ********, one of the representatives say I'm okay to switch to Flex plan and it wouldn't affect my $600 rebate.I woke up this morning from a Google email stating that my promo has been rescinded. ******** is wrong and I have proof. I am a widowed single mother. That $600 will really hurt my pocketbook.

  Business Response

  Date: 04/17/2025

  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:04/16/2025

  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 a small business, ******************. An individual retaliated against my business by leaving multiple fake 1-star Google reviews after I left them a factual review on *****These reviews were flagged, appealed, and supported with documentation, yet Google only removed 3 out of 6 and the remaining 3 are still harming my business weeks later.Ive contacted Google multiple times, appealed through their review tool, submitted evidence, and received no real action beyond generic auto-responses. This has affected my reputation, search results, and ************** asking that Google remove the remaining fake reviews and take responsibility for this policy failure.

  Business Response

  Date: 04/17/2025

  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: 04/17/2025

   
  Complaint: 23211496
  
  I am rejecting this response because: I am rejecting Googles response because it does not address the specific complaint.
  I am not asking for general support. I have already gone through Googles internal review flagging system, submitted appeals with documentation, escalated through *******, and received only generic replies.
  My complaint is regarding three fake, retaliatory 1-star reviews that remain visible on my Google Business Profile. Google has already removed three other reviews from the same individual, acknowledging the issue.
  Despite submitting all necessary documentation to prove these remaining reviews are fraudulent, Google continues to ignore the matter. Their response to the BBB was dismissive and does not address or resolve my request.
  I am requesting that the remaining fake reviews be removed immediately, and that Google take responsibility for failing to fully resolve this case despite acknowledging part of it.
  
  Sincerely,
  
  ****** (ally) ****

  Business Response

  Date: 04/25/2025

  Hi ******,
  
  We hope this email finds you well!
  
  We understand that you are concerned about removing the reviews posted on your business profile Jubilee's Pot Pies. We will send an email to the email address you have provided for additional information. You may refer to this case id: ***************.
  
  If you have any questions, please let us know.
  
  Regards,
  Google Business Profile Support Team 

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23211496
  
  I am rejecting this response because: Thank you for following up on my complaint against Google LLC (ID #*********.
  Although I have not received direct confirmation from Google, I have been actively monitoring my Google Business Profile and noticed that ONLY one additional fake review appears to have been removed, bringing the total to four out of the six originally reported. However, two fake, retaliatory 1-star reviews are still live. Google has not provided any clear explanation for why these specific reviews remain, especially when the others from the same individual were removed. Google's most recent message offered only a case ID and a vague reference to additional outreach, but no further information or resolution has been shared.
  

  These reviews were:
  (1) All posted within the same short timeframe.
  (2) All part of a targeted retaliation effort by someone who was never a customer.
  (3) Backed by proof, including an email from the individual explicitly stating they would post negative reviews to harm my business.
  (4) Fully documented and included in the attachments submitted with this complaint.
  

  I have already provided comprehensive evidence to support this case, including screenshots of the reviews, email threats, the reviewers pattern of behavior, and a timeline of events.
  I am again requesting that Google:
  (1) Remove the remaining two fraudulent reviews.
  (2) Provide a clear explanation as to why the issue has not been fully resolved.
  

  Until these actions are taken, I do not consider this complaint resolved.
  
  Sincerely,
  
  ****** (ally) ****

  Business Response

  Date: 05/13/2025

  Hi ******,

  We understand that you are concerned about the removal of remaining Google reviews. We have sent an email to the email address provided informing about the resolution given by the specialist team after they have done with the re-evaluation of the reviews. You may refer back to the case id: *************** for more information. 
  
  Please let us know if you have any questions. 
  
  Regards,
  Google Business Profile Support Team

  
  

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23211496
  
  I am rejecting this response because: Thank you for the follow-up regarding my complaint (ID #********* against Google LLC.
  I am rejecting the businesss response as unsatisfactory.
  Googles message merely confirms what I already know: that they refuse to remove two fake, retaliatory reviews despite previously removing four others from the same harassment campaign.
  

  The remaining reviews:
  *Were posted within the same time frame as the removed ones
  *Include a direct reference to me by name (Especially Ally)
  *Came from individuals who were never customers, as proven with my sales records
  *Were preceded by a direct email from the reviewer threatening to spam my business with false reviews which I provided
  

  I have gone through all of Googles internal appeals processes, submitted proper documentation, and followed up multiple times all without a consistent or reasonable explanation.
  This issue remains unresolved and continues to harm my business.
  

  Thank you for keeping this complaint open and on record.
  

  Sincerely,
  

  ****** (Ally) ****
  Owner, Jubilees Pot Pies
  
  

• Initial Complaint

  Date:04/15/2025

  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.

  I am filing this complaint because I attempted to appeal a review on our Google Business Profile that clearly violates several of Googles own review policies. The review was left by an individual who cannot be identified in our system and provided no context or details indicating they were ever a clientraising clear concerns about fake engagement. It also contains vague but damaging claims about our business practices, presented as fact without any evidence, in violation of Googles policy against misleading or unsubstantiated content. Additionally, the review includes a personal attack directed at a staff member, which may qualify as offensive or harassing content. I submitted an appeal with this information, but I only received an automated response that did not appear to consider any of the evidence I provided. Upon reviewing Googles support forums, I found that many other business owners have reported similar experiences, where serious concerns about policy-violating reviews were met only with generic, automated replies. I am requesting that Google conduct a meaningful, human review of this situation, as the current review is unjustly harming our professional reputation and clearly violates their published guidelines.

  Business Response

  Date: 04/17/2025

  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:04/15/2025

  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.

  Google has a product advertised at ***** and when I click on the site it's *****. I'm talking about the spray planet usa montana paint magenta 6pk and neptune blue 6pk both from ****************. Both show ***** on Google but click on the product to go to the actual site it's *****. ***** said they won't honor the price cus it's google that put the price and not them. Google should not advertise something at a price that is not the price. It's not just 1 it's 2 items from the same site that shows it

  Business Response

  Date: 04/17/2025

  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 Shopping team directly, please contact us via this page: **************************************************************
  
  Thanks,
  BBB Core team