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

• 

  Zagat

  76 Ninth Ave, 4th Floor New York, NY 10011-5225

• 

  Google

  85 10th Avenue New York, NY 10011

• 

  Google, Incorporated

  1101 New York Ave NW Ste 200 Washington, DC 20005-4295

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/29/2025

  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.

  Thursday, May 29, 2025 Re: Google search engine websites I could not find a comment form online on the Google search engine to contact the owner of Google to make an anonymous comment. My anonymous comment is: Whenever myself, or anyone else is using the Google search engine we notice that there are some people that are putting scam websites and scam webpages on Google. About 70% of the websites are scam websites and about 70% of the webpages are scam webpages; when using the Google search engine.Also, when I called the Google customer service number, I could hear an employee in the background talking with another employee about how they are stealing money from the company. I think that the managers might be involved in stealing money from the company as well.

  Business Response

  Date: 05/30/2025

   Information in our search results comes from third-party, publicly available web pages. If that information no longer appears on the third-party webpage, Google's cache will update itself over time to reflect the page's new content.
  If Google's result is different from the current page, you can request a cache removal via the removal request tool. ****************************************************************
  Also:
  See for more information on removing out-of-date content from our search results.
  ********************************************************************
  
  If the information you'd like to remove is still on the current page
  Visit this page to learn how to contact the site's webmaster and request a change. If that information no longer appears on the third-party webpage, Google's cache will update itself over time to reflect the page's new content.
  ****************************************************************
  Thanks
  Google Search support team
  
  

• Initial Complaint

  Date:05/29/2025

  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.

  Date of transaction: April 28 May 6, 2025 Pixel 9 Pro (512GB, Porcelain): $125.57 upfront (tax) via 24-month Google Fi financing Pixel Watch 3 (45mm LTE): $448.13 after $100 rebate Google Fi SIM Kit: $0.00 What was promised:Google Store promoted a Mother's Day deal on its homepage: buy a Pixel 9 Pro with 24-month Google Fi financing and get a Pixel Watch 3 with a $100 rebate and monthly bill credits upon Fi activation.What happened:I bought the phone and SIM planning to activate Fi and use the promotion. The promo code for the watch didnt arrive as promised, so I contacted support and received code QAZATR9K4J on May 5, 2025.I gave the phone and watch as a Mothers Day gift to my wife, who activated the phone on her own Google Fi account by transferring from T-Mobile. I was later told the promotion wouldnt apply since activation wasnt under my account.On May 21, a supervisor named ******* told me to activate a new Fi line under my account using the phone, add my wife to a group plan, and request a GIAA adjustment. She said the promo would be honored and noted on my account.I followed her instructions and activated a line I didnt need. When I contacted support again, I was told this wouldnt work and no notes were on file. I made 7+ hours of calls from May 2029, received multiple case IDs (e.g., 7-3227000039030, 2-6820000038771), and was promised callbacks and emailsnone ever came.Dispute summary:Google Fi support misled me into creating a service line I didnt want, based on incorrect guidance. I am now paying for a phone, a watch, and a Fi line I would not have activated had I received correct information. My intent was always to use the promotion as advertised.Resolution attempts:Google Fi claims nothing more can be done. I was asked for a screenshot of the promo, though it was clearly listed on the Google Store homepage at time of purchase. Despite multiple contacts, no one has accepted responsibility, and no solution has been offered.

  Business Response

  Date: 05/30/2025

  Hello, 
  
  We apologize for any frustration you may be experiencing as a result of Google products or support. For the best and fastest support for your concern, we encourage you to contact us directly using the specified links below.
  
  To get in touch with our Pixel team directly, please contact us via this page: **************************************************************************.
  If you have already reached out through Google Support channels, we ask that you share your most recent support inquiry ID, so we can further investigate. Thank you. 
  For additional products and information, please contact us at *******************************************
  
  Thank you,
  Google Support Team
  
  

• Initial Complaint

  Date:05/29/2025

  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 started with me trying to renew our gmail account with **********************. We were told that we would have to also purchase *******. I argued about that and was asking questions which I wasn't getting a response to and then was told that the deadline had passed and the price had gone up. I had no choice but to sign the contract.Then I get an email from ***** ***** from Google stating that ******* had been combined with Workspace and gave me a new proposal for rates. The deadline was May 16th, 2025. I emailed ***** on May 15th accepting the staggered rate. I I didn't hear anything from him and emailed him again on May 16. Still no response. I did the online meeting time with ***** and he wasn't on the call. I did it again and again he wasn't on the call. I then got an email from ***** telling me that he knew I had answered within the timeframe but Googles guidelines and policies had change and Google would not honor the proposal. He ask if I wanted another proposal. I want Google to give me the rate that I was originally offer and honor its word. I would like to talk with someone from Googles corporate office. ************

  Business Response

  Date: 05/30/2025

  Hello , 
  
   We apologize for any frustration you may be experiencing as a result of Google products or support. 
  For the best and fastest support for your concern, we encourage you to contact us directly using the specified links below:
  *****************************************************************
  
  If you have already reached out through Google Support channels, we ask that you share your most recent support inquiry ID, so we can further investigate. Thank you.
  
  For additional products and information, please contact us at *******************************************
  
  Thank you,
  Google Support Team
  
  

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23392407
  
  I am rejecting this response because: I have tried to speak to someone at Google and have gone through the A1 and the live person Chat. Neither was helpful. I would like someone to actually call me and try to straighten this out. I realized Google is a large company but really this is not helpful.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/05/2025

  Hello , 
  
   We apologize for any frustration you may be experiencing as a result of Google products or support. 
  For the best and fastest support for your concern, we encourage you to contact us directly using the specified links below:
  *****************************************************************
  
  If you have already reached out through Google Support channels, we ask that you share your most recent support inquiry ID, so we can further investigate. Thank you.
  
  For additional products and information, please contact us at *******************************************
  
  Thank you,
  ******
  Google Support Team
  
  

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23392407
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/29/2025

  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 pay monthly for **********. i can no longer sign in to get it on my tv

  Business Response

  Date: 06/05/2025

  Hello, 
  
   We apologize for any frustration you may be experiencing as a result of Google products or support. For the best and fastest support for your concern, we encourage you to contact us directly using the specified links below.

  To get in touch with our ******* team directly about a paid membership or purchase, please contact us via this page: *****************************************************************.
  Learn to manage your personalized content feed here: 

  **************************************************************************************************************************************
  Use Content Settings to customize your feed:

  *******************************************************************************************************
  
  If you have already reached out through Google Support channels, we ask that you share your most recent support inquiry ID, so we can further investigate. Thank you.
  
  For additional products and information, please contact us at *******************************************
  
  Thank you,
  Jasmine
  Google Support Team
  

  
  

• Initial Complaint

  Date:05/29/2025

  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.

  Business ID: ******************* Case ID: *************** I am the owner of **************************, a licensed business located at ************************************************************************* I have been attempting to verify our Google Business Profile for over one month, and I have complied with every verification step Google requested, including:Multiple video verification submissions A postcard verification code that their system rejected A live video call with a representative who assured me my profile would be verified within 48 hours (it wasnt)Repeated email follow-ups where I only received automated or AI-generated responses that did not resolve the issue Ive been locked out with a message saying No more ways to verify effectively shutting down my visibility on Google Search and Maps, where most of our customers come from. I have been emailing back and forth and have been told it is escalated. Why is such a big company like Google dropping the ball like this ? Is it because it is a free service ? Why offer it if its not set up to be effective ? As a result, I have lost thousands of dollars, missed out on new clients, and have been struggling to pay my employees. Google advertises its ************************ as a reliable way for local businesses to be found online yet their verification process is completely broken.Even worse, this is not an isolated issue. Thousands of other small business owners are reporting the exact same problem on platforms like X (*******), Reddit, and Googles own forums stuck in verification limbo, receiving robotic replies, and unable to escalate to a real human. The system appears flawed, discriminatory, and completely insensitive to the urgency of small business needs.Despite using their Get Help form and submitting all documents, Ive received no meaningful support. This is unacceptable from a company as large and influential as Google.

  Business Response

  Date: 05/29/2025

  Hello, 
  
  We apologize for any frustration you may be experiencing as a result of Google products or support. For the best and fastest support for your concern, we encourage you to contact us directly using the specified links below.
  
  To get in touch with our Google My Business team directly, please contact here: ******************************************************************************** Please remember to provide the email that owns or manages the *** page.
  If you have already reached out through Google Support channels, we ask that you share your most recent support inquiry ID, so we can further investigate. Thank you.
  
  For additional products and information, please contact us at *******************************************
  
  Thank you,
  Google Support Team
  
  

• Initial Complaint

  Date:05/28/2025

  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 paid $71.88 for a Grindr Xtra subscription on September 22, 2024. Google Play had a bug and my annual subscription disappeared. I tried to resolve it through both the Grindr support and Google Play support channels but neither were able to help. At this point I would like my subscription to be refunded.

  Business Response

  Date: 05/29/2025

  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: 05/29/2025

   
  Complaint: 23390130
  
  I am rejecting this response because:

  I already tried contacting Google Play's customer support, with case number ***************

  They were not able to fix the bug.

  
  Sincerely,
  
  ********* *******

  Business Response

  Date: 06/04/2025

  Hi Team,

  Thanks to reaching out to the Google support!

  We've reviewed the user's refund request and have processed the refund for the requested subscription (Order ID: ****************************. We've also updated the user via case ID: ***************.

  Thanks,

  Sumit

  Google support

• Initial Complaint

  Date:05/28/2025

  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.

  51 2025 you charge me $17.11 for our app I didn't authorize it 512/2025 you charge me $5 and some change for the for another app that I didn't authorize and then 513 you charge me for ******* I didn't authorize it any of them three apps to be charged or took it out my account and I want to refund sent to me immediately and just so you know I've already filed a complaint with the ***

  Business Response

  Date: 05/29/2025

  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: 05/29/2025

   
  Complaint: 23389968
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ****** ** I can't go into my original account because once again you guys have locked the The Gmail that I had and without any way of getting back into it how am I supposed to be able to use it to pull up anything but what I can supply is a a letter for my bank that states that those three charges were tooken out I'm waiting on my check to load tonight I'm going to cancel that card and I'm going to have that letter. That I need my money this is not going to go away and you guys did not have any authorization to take that money out and I told you not to do it again after the $17 event you did it two more times.

  Business Response

  Date: 06/09/2025

  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:05/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a ********* Public Affairs *** who was using ******* to publish original creative content, including music videos, street interviews, parody sketches, and an investigative documentary series all compliant with *******s policies. My channel was permanently terminated without prior strikes, warnings, or any notification of flagged content. The reason given was spam, scams, or deceptive practices, but no specific content or timestamp has ever been ******** addition to being a creator, I am also officially tasked by the ********************* to own and operate a ******* channel for my unit. *******'s enforcement now makes it unclear whether I am even legally allowed to fulfill my government duties under their own Terms of Service, which prohibit banned users from operating any other account even in a professional context.Despite losing access to the platform, I have also continued to be charged for ******* Premium, even though I can no longer use the service.All of my attempts to appeal or ask for clarification have resulted in vague, canned responses. No one from ******* has provided clear information, evidence of wrongdoing, or any real path forward. This termination has damaged my artistic career, compromised my professional responsibilities, and erased years of work without due process or accountability.

  Business Response

  Date: 05/28/2025

  Hi, 

  
  We apologize for any frustration the customer may be experiencing because of ********************** products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************
  If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

  
  Regards,
  The Google Support Team
  

  
  

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23388568
  
  This response from Google is unacceptable and fails to address any of the issues raised in my original complaint.
  To reiterate:
  
  ********** channel was terminated without warning, without any policy violation evidence, and without a single piece of content being cited. I received no strikes, no takedown notices, and no opportunity to appeal based on clear information.
  
  In addition:
  I am a ********* Public Affairs ***. ******** ban now places me in conflict with official DoD duties requiring me to operate government ******* channels.
  I am still being charged for ******* Premium, despite losing access to the account and services.
  Googles only response here was to redirect me back to the exact same support system that already closed the case and deferred me to legal.
  This is not a resolution. It is a dismissal.
  I am asking for human accountability, not copy-paste instructions.
  I request that this complaint remain open and be escalated as unresolved.
  
  Sincerely,
  
  ******* *******-*****

  Business Response

  Date: 06/04/2025

  Hi *******,

  Thanks for raising this to our team. I'm sorry to hear that your ******* channel was terminated. A Support Specialist from the ******* team will reach out to you in 2448 hours so we can sort this out. We look forward to resolving this case.

  Regards,
  The ******* Team

• Initial Complaint

  Date:05/28/2025

  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.

  Ive contacted support four times, the first time it was supposed to be escalated with a 24 to 72 hour time frame to no avail. My payments profile is suspended for verification, however *** submitted verification for the cards I can and some error and dont allow me to verify. Only one verification was approved and my account is suspended. I use the subscriptions on my account for my work and now this is begins to interfere with the tooling I need for my work, google only repeats the same answers when I contact them and I have had no real help. I dont understand why a service based company is so intent on doing my financial institutions work, I need this resolved as soon as possible this is actually affecting my way of earning a living and my personal life now, I could definitely create a new account but then I lose all my personal information and data adsociateassociated with my account including my phone number this is becoming absurd and I need help now I can't keep waiting its been two weeks and nothing has been resolved

  Business Response

  Date: 05/29/2025

  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:05/28/2025

  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.

  Im locked out of my business profile. Ive tried gaining access to it. I want to shut it down. People keep calling me at all hours of the night. It have my phone number which I want gone. Google is holding me hostage!!! They wont accept my video. There is no permanent signage. Im in a ********. All I have is a banner! Which is showed in the video. I just want the entire profile deleted! Google is preventing me from removing my phone number and shutting down the profile!

  Business Response

  Date: 05/28/2025

  Hello,
  
   We apologize for any frustration you may be experiencing as a result of Google products or support. For the best and fastest support for your concern, we encourage you to contact us directly using the specified links below.
  ************************************************************************
  For Account Recovery issues, we recommend checking 'Tips to complete Account Recovery steps' (******************************************************************) for help.
  If your account is disabled please go to this page:  *********************************************************************
  If you have already reached out through Google Support channels, we ask that you share your most recent support inquiry ID, so we can further investigate. Thank you.
  For additional products and information, please contact us at *******************************************
  
  Thank you,
  Google Support Team
  
  

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23386352
  
  I am rejecting this response because:
  The links you sent are regarding account recovery. That is not my issue. I am trying to access my business profile Save A Stray Rescue. I can not successfully verify due to requirements that I cant meet. Im trying to edit the profile to remove my number and close/delete the profile but I cant do that because you would not accept the video. You are looking for signage that doesnt exist. I only have a banner. Its in the video. The adoption center is in Farmingdale Petsmart. This is the previous communication google sent on the matter.[4-8956000038652] Your Business Profile support inquiry
  Regards,
  ***** *****

  Business Response

  Date: 06/05/2025

  Hi *****,
  
  We hope this email finds you well!
  
  We understand that you want to fix the concern regarding the business profile Save A Stray Rescue", ********************************************************************************************************************************** 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