Business Profile

Internet Services

Google, LLC

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

9,051 total complaints in the last 3 years.
3,260 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:05/28/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have noticed that on or about five months google tv has been charging ***** dollars monthly. I have gone through the google tv process trying to cancel that membership that I might have gotten by mistake with no avail I have trying calling different numbers with no avail. Somehow they are taking the money directly from My account Im a senior and I need my money. I want this subscription cancel asap and no more monies taken out of my account. It would be great if they can give some of the monies back. Thank you so much
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.

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:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Google play has refused to allow me to spend my Google play balance and has not help by any means to fix it. Error code [OR-HDT-01]. After tons of contact with support they have not help by any means other than claim the account has inconsistencies and leave me with no further information. Even after I told them I'd show them the recite of the gift card bought and redeem, no further information or help came.
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

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,

******** Volley
Initial Complaint
Date:05/27/2025
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.
UPDATED BBB COMPLAINT (Reflecting the Account Ban Over Gift Cards)Submit this at: ******************************************************* Complaint Summary:Google unfairly blocked my account after I attempted to redeem two valid, store-bought gift cards. I provided codes, and all information they asked for. yet they still denied access and locked me out. I am being punished for spending my own money.Complaint Details:To Whom It May Concern,I am reporting Google LLC / Google Play for unjustly blocking my account and denying access to the balance from two Google Play gift cards that I purchased. I used one card, and when prompted by Google to verify it, I immediately complied. However, they never clarified which card they wanted verified. I provided information and photos for both cards to avoid confusion. Instead of resolving the issue, Google flagged my account entirely, claiming there were inconsistencies, without explaining what those were.I now cannot redeem or spend my gift cards, and my account is fully blocked from making purchases. This is my money, spent in good faith on two legitimate products, and I have been offered no path to resolve the ******** make matters worse, this is not the first time Google has done this to my household. Years ago, my husband's account was also blocked after a completely legitimate transaction using his credit card on my **** account. ********************** demanded he prove he was mewhich is obviously impossibleand never reinstated his account ********** they are doing the same to me, punishing me for trying to use the gift cards I paid cash for.I am requesting:Immediate reinstatement of my account or ability to redeem the gift cards Clear explanation of what the inconsistencies were Refund or credit for the blocked gift card balance Assurance that this will not happen again Attached:Photos of both cards Screenshots of Googles emails Sincerely,******* ********
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:05/27/2025
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.
bought $500 worth of gift cards and they cancelled the acount and wont pay me back
Business Response
Date: 05/28/2025
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:05/27/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was billed $12/month for device protection on a Google Pixel 8 Pro through Google Fi. In October 2024, I traded that phone in directly to Google via their official trade-in program and purchased a new Pixel 9 Pro.Despite Google receiving the device, billing for device protection continued until May 2025, even though the device was no longer in my possession or usable. I discovered this only recently, at which point I immediately canceled the protection.I contacted Google Fi support, who confirmed that the device protection remained active and that no refund could be issued because I had not canceled the plan manually. However, because the device was returned to Google through their own trade-in system, I had no reason to believe I needed to cancel protection on a phone that Google had in its possession and could easily identify as inactive.This billing practice is unfair and inconsistent with the customer experience ********************** promotes. I am simply asking for a refund of device protection charges from November 2024 through May 2025, which were applied to a device that was no longer in use and which Google themselves received.
Business Response
Date: 05/28/2025
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: 05/28/2025

Complaint: 23383780

I am rejecting this response because:
This response does not address the substance of my complaint. I have already contacted Google Fi support (Case ID: **************** and was told that no refund would be issued despite the fact that I traded the device in directly to Google in October 2024, and billing for device protection continued through May 2025.
The issue is not a technical support problem, it is a billing fairness issue. Google continued to charge me for device protection on a phone that was no longer in my possession and had been received by Google through its own trade-in program. I was never notified that protection needed to be manually canceled after a first-party trade-in, and I had no opportunity to use the service for those 7 months.
I am not asking for technical assistance. I am requesting a refund for 7 months of device protection fees ($84 total) billed after the Pixel 8 Pro was traded in. This is a reasonable request and deserves review by someone authorized to assess exceptions based on the actual circumstances, not dismissed with a generic link.
Sincerely,
****** ******
Business Response
Date: 06/05/2025
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 ticket # 3-9252000039535.

We ask that the BBB close this complaint as we have been working with the user towards a resolution.
Customer Answer
Date: 06/13/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ******
Initial Complaint
Date:05/27/2025
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.
Purchased a Google play gift card that does not work. I brought it to the attention of Google play support on the 1st of May but still havent had the problem resolved.
Business Response
Date: 05/28/2025
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 Pay team directly, please contact us via this page:*******************************************pay/gethelp

Thanks,
BBB Core Team
Customer Answer
Date: 05/28/2025

Complaint: 23382624

I am rejecting this response because:
Ive brought up the issue multiple times without a resolution. New case number ************* old case number for same issue [4-0186000038945]
Sincerely,

****** *****
Business Response
Date: 06/04/2025
Hi Team,
Thanks to reaching out to the Google support!
We've confirmed that the user's gift card redemption issue has been resolved. We reached out to them via case ID ***************, and they confirmed that everything is sorted out.
Thanks,
Sumit
Customer Answer
Date: 06/12/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *****
Initial Complaint
Date:05/27/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My Google Pixel 8 phones microphone is completely out. I have traveled out to 1 of there authorized repair sites (Ubreakifix) now 6 times ************* My phone is still not repaired & I work in the ************* where we have to take call. Kind of hard to do without a phone. Everyone keeps apologizing but, I still do not have my phone.
Business Response
Date: 05/27/2025
Hi,

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

Regards,
*****
The Google Support Team
Initial Complaint
Date:05/27/2025
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.
We are a licensed and verified locksmith business in ***** (********************) that has been participating in Googles ************** Ads (Google Guaranteed) program. In April 2025, our account was suspended without formal notice, explanation, or any actionable guidance on how to resolve the issue.We have since submitted multiple appeals through Googles official channels and provided full documentation to prove we are compliant, including our technician license roster, dispute resolution logs, refund policy, CRM records, and communication history with customers. We have never sold leads or shared customer information, which ********************** has accused us of with no evidence.The nature of the dispute is Googles refusal to provide a transparent resolution process. Their support team has given inconsistent answerssome say background checks are required, others say they arentand every appeal receives a generic denial response. Despite calling support more than a dozen times and requesting escalation, we still have no explanation for our suspension.We paid thousands in Google Ads and invested heavily in compliance and operational transparency to meet their platform requirements. Our account remains unfairly blocked, severely affecting our ability to operate and earn income.We are seeking:A clear explanation for the suspension Review by an actual person A path to reinstatement or resolution Weve made every good faith effort to comply and correct any possible issue, but Google has refused to meaningfully engage. We believe this behavior is unjust and potentially damaging to small businesses like ours. We are asking for BBBs help to facilitate accountability and communication. The ** number is ********** associated With my account.
Business Response
Date: 05/28/2025
Hi,

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

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

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

Thanks,
BBB Core team
Initial Complaint
Date:05/27/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was notified on May 25, 2025 at 4:22AM Philippine Standard Time that I was charged the amount of ?******** for Sales Navigator Core Monthly (LinkedIn: *************** News), Transaction ID *************************** which was purchased via Google Play Store. Upon receiving the said charge, I IMMEDIATELY canceled the subscription and requested for a refund. Since my request was made on a weekend, I had to wait for Monday for a response. I checked the refund policy which indicates that eligible refunds should be made within the first 48 hours of the purchase which I CLEARLY DID. To my surprise, Google Play Support keeps on rejecting my refund request and CONTINUES TO NOT PROVIDE the reason as to why I am ineligible for the request. I keep interacting with them via email to which THEY RESPOND LATE AND LACK THE INFORMATION I NEED TO UNDERSTAND WHY THEY ARE REJECTING MY REFUND REQUEST. I need help in getting my money back. I am in a huge financial crisis and taking ?******** is a huge amount for me especially that I NEVER USE the said purchase. PLEASE HELP ME.
Business Response
Date: 05/28/2025
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: 05/28/2025

Complaint: 23380698

I am rejecting this response because:
I have already reached out to Google Support for a few times and created a few support tickets referring to my refund request and an explanation why they keep declining my request. My active case where a support agent is responding ONCE A Day despite the Urgency I require has the case number: 9-0578000039259.
You should see in my interactions that:
1. Google confirmed that I was able to file a report within 48 hours when I was charged for the said purchase.
2. I keep asking for the specific policy that made my refund request ineligible, but they KEEP AVOIDING this question and just keep giving me a link to the policy. I WANT A DIRECT AND CLEAR ANSWER WHY THEY ARE DECLINING MY REFUND REQUEST MADE WITHIN THE SPECIFIC PERIOD AS PER POLICY.
3. I keep requesting to be contacted by a supervisor through my provided phone number ************* which they confirmed, BUT I STILL DID NOT RECEIVE ANY CONTACTS FROM ANY SUPERVISOR.
I have already canceled the purchase and I NEVER USED this purchase, so PLEASE RETURN MY MONEY. I do not have any job right now so every single pesos is crucial to my situation.
PLEASE RETURN MY MONEY. Google will not lose their business in returning this small amount to them. Kindly expedite this case as my bills are coming and I need this fund back to my account.
Thank you very much.

Sincerely,

Irisselle ****** Cautiverio
Business Response
Date: 06/05/2025
Hi,

Thanks for reaching out to Google.

We understand that the user is looking for a refund for the subscription (LinkedIn: Jobs & *************** Transaction ID ***************************.

To proceed with the refund request we've already initiated communication with the user through case number *************** to get the users consent to review their account details.

As soon as we receive a response from the user providing their consent, we will delve into a comprehensive investigation of the case.

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

Thanks,
********
Initial Complaint
Date:05/27/2025
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.
In May 2025, ******* abruptly terminated my channelwithout warning, strikes, or any specific explanation. I had been a consistent creator on the platform for nearly 20 years, with a proven record of following Community Guidelines. My channel contained hundreds of hours of original content, personally written, filmed, narrated, and edited by me, including political commentary, educational materials, and spiritual guidance that built a loyal and respectful following.I appealed immediately. My appeal was denied with a templated, non-specific response. Every follow-up message since has failed to provide any clarityno reference to what content allegedly violated guidelines, no opportunity to correct anything, and no real human accountability. I was simply erased.This is more than just a technical issue. It raises serious concerns about transparency, fairness, and potential political bias. I was a progressive creator producing content that was at times critical of far-right figures and authoritarian trends, including commentary on ****** ***** and the rise of extremist movements. The timing and silence around the takedown feel deeply suspect and chilling.I also lost:$20 in ******* membership fees $28 in partner revenue Countless $ spent on tools for my channel and membership now lost.Access to years of work and intellectual property My ability to earn income or visibility through the platform My reputation, with no opportunity to defend myself or my work What I am requesting:A detailed explanation of what, specifically, led to the termination A re-evaluation of my case by someone outside the internal automated system Restoration of my content archive, even if my channel is not reinstated Compensation for the financial losses A formal acknowledgment that ******* failed to provide transparency and due process ******* holds immense power over creators. This kind of erasure without due process or explanation is not only unethical, its illegal.
Business Response
Date: 05/28/2025
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
Customer Answer
Date: 05/28/2025

Complaint: 23380487

I am rejecting this response because:

Hello,
Thank you for your response, but unfortunately it does not address the core issue. I already contacted ******* Support through all available channels, including appeals and direct support via *******. I was never given a specific Case ID, and no actual details were shared with me regarding the supposed violations that led to my channels termination.
I am requesting a specific citation of the video(s) or content that allegedly violated *******s policies so I can respond meaningfully. At present, the responses Ive received have been entirely generic and lack any transparency. I also ask that this request be escalated to a real human reviewer, not another automated reply.
Im concerned this termination may have been politically motivated, as I had recently posted critical content about the ***** administration and MAGA movement. Ive submitted a complaint to the **** as this could constitute a civil liberties issue involving suppression of free expression.
Please consider this a formal follow-up. I am seeking resolution, transparency, and accountability. My channel ID was ****************. I was the Shadow Library associated with @cloudypianos on ******* and ********************************* I want a REAL HONEST answer that tells me why you are no only dismissive and vague but removing honest channels that have not broken policies. I want my videos back! I dont need the channel just my original content that was hundreds of thousands of hours worth. I will continue to fight and go to a lawyer if needed.

Sincerely,

******* ******
Business Response
Date: 06/04/2025
Hi *******,
Thank you for reaching out with your concerns.
We have reviewed the channel termination you appealed and confirmed that it is in violation of our Community Guidelines.
YouTube doesnt allow spam, scams, or other deceptive practices that take advantage of the ****************** We also dont allow content where the main purpose is to trick others into leaving ******* for another site.
Upon review, we determined that activity in your account violated our Community Guidelines, which prohibit spam, scams or commercially deceptive content. Please be aware that you are prohibited from accessing, possessing or creating any other ******* accounts.
For more information about account terminations and how our Community Guidelines are enforced, please visit our Help ********************************************* Team
Customer Answer
Date: 06/12/2025

Complaint: 23380487

I am rejecting this response because:

my channel was returned because they found that there was actually no spam or deceptive practices. I believe this was politically motivated because the second I contacted an attorney with **** Law who worked with first amendment cases your team immediately returned my channel with all of its videos in tact. YOU made an error thinking you could silence my voice for talking about ***** and if that was just some unrelated mistake you still took down a channel that had no violations or warnings for violations. It was totally unprofessional and I hope you fire the people responsible for trying to silence people and then giving us boiler plate responses that are vague and absolutely lacking detail. I will not ever accept the *** Come back with real responses, explain why you made the error, why you continued to excuse it, and do so without AI.

Sincerely,

******* ******

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Google, LLC is NOT a BBB Accredited Business.