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

9,045 total complaints in the last 3 years.
3,246 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:09/27/2022
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.
Found unauthorized videos in my playlist children's content.Missing descriptions.Views slow or stops altogether.No subscriptions.Told ******* and they have done nothing to resolve the issue.This is across all my social media as far as engagement.
Business Response
Date: 09/28/2022
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: *****************************************************************.

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.

Kindly reply to this complaint with a direct link to the channel and videos in question. Thank you.

For additional products and information, please contact us at *******************************************

Thank you,
******
Google Support Team
Initial Complaint
Date:09/27/2022
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.
On August 31 my Google phone's screen suddenly blackout and I called Google support center. After the conversation with them I received the attached e-mail that stated I can get free repair service since they confirm that the issue with my screen display is covered under the manufacturer's warranty. I followed their instruction and sent my phone with their mail kit, however, they told me I have to pay the repair cost because the warranty is expired. Even though I called them and explain my situation several times, finally they sent back the un-repaired phone to me explaining it's because I didn't pay the repair cost.I'm so disappointed their customer service. It took almost a month now and no progress even after my several communication with Google.My google support Case ******************
Business Response
Date: 09/28/2022
Hello Soki,

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
Customer Answer
Date: 09/30/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
*******, Thank you for your response. You encouraged me to use the link to solve my problem but I had kept dining so from the issue occurred. I communicated with you through the link you provided since August ************************************* the link and called you several times.
However, What happened to me was that you sent the unrepaired phone back to me because I didn't approve the repair cost of $300 or more. It took a month now and nothing improved even though I followed your instruction and you confirmed my phone should be covered under the product warranty. It would be great if you could help me to repair my phone with no charge. I attached all e-mail I received from you.
See Attachment/File: 981A7A8F-59D6-448F-82FD-09D7E2C48A60
Business Response
Date: 10/06/2022
Hi there,

Thanks for surfacing this issue to our attention. I'll reach out to the customer in case *************** and will loop back here once a resolution has been reached.

All the best,
*****
Business Response
Date: 10/13/2022
Hi there,

A resolution has been met and closing the loop here.

-*****
Customer Answer
Date: 10/13/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
***** offered me the replacement with no charge and I accepted it.
Initial Complaint
Date:09/27/2022
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.
Hello there, My phone number is **********. My phone number was ported out on 08/18/2022. I contacted Google Fi. I will not be charged any future bill. But I was charged the bill for the month 08/2022 to 09/2022. The data cannot be used and phone cannot make call on google fi. Why should I be charged the bill?Here is the reply.Your Google Fi Support Inquiry: Case ID (8-8277000033104)************************************************************ <************************************************************>Thu, Aug 18, 2022 at 7:07 PM To: ******************** Google Fi Hi Haixin,Thanks for contacting Google Fi support. I have checked & would like to inform you that services were never activated on this email account so it will be considered as a cancelled account only.You will not get charged from Fi until you manually activate services.We're here for you 24/7! Contact us if anything else comes up!Thanks,******* Google Fi Support "Please refund the money back!Haixin ****
Business Response
Date: 09/28/2022
Hello Haixin,

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 Fi 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
Customer Answer
Date: 10/04/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I already contacted with google fi with 27 communications. There was no solution. They either lied to me or did not know how to solve this problem with the routine reply without investigation. Please check attachment for the recent communcartion.

*********************
See Attachment/File: Gmail - 8-8277000033104 Your Google Fi Support Inquiry.pdf
Business Response
Date: 10/20/2022
Hello BBB Team,

We thank the customer for providing us with this information. The customer has been refunded for the charge. The customer's issue is resolved and thus no further action is required. We ask that the BBB close this case.

Thank you,
The Google Fi Support Team
Customer Answer
Date: 10/31/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Complaint
Date:09/27/2022
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 bought hundreds of items through the Google play store for a game called Armed Heist. The game recently experienced technical issues and around 200 USD worth if in game purchases disappeared and in game actions reversed. I tried contacting the developer weeks ago but not response. My requests for refunds through Google play have been denied. Could I please either have a full refund for every item I purchased for armed heist.. Or at least some mediation between me and the developer which results in all of my purchased items and full account progress being restored asap. Whichever comes faster.
Business Response
Date: 09/28/2022
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 refund requests please contact us here: ******************************************************************************************

Or for information on reporting Gift Card Scams or other abuse, please visit 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:09/27/2022
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.
google is committing anti trust and monopoly market discrimination against me and my company / brand google is asking for phone numbers to setup accounts from my network and devices. google is blocking all of my advertising accounts rejecting my payments suspending my ad accounts and over all providing me with compremised accounts are they selling my data. google is also storing my passwords and backing up my data and passwords, and providing illegal ad personalization when selected no or turn off. i am a product developer all of this is market harassment over my products/ intellectual properties
Business Response
Date: 10/10/2022
Business Response /* (1000, 5, 2022/09/28) */
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 Ads team directly, please contact us via this page: https:****************************************************

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 https://support.google.com/

Thank you,
Tiffany
Google Support Team
Initial Complaint
Date:09/26/2022
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.
hello,
I had an account with Google *****. I had a balance of *26,922.04 that had to be paid to me on September 21, 2022, but the company closed my account under the pretext of invalid traffic, even though I did not do anything against the company's policy and all my work with them was legal and the company includes The law is that if your balance is more than *10, you will receive it in the next month, but I have deducted all of my balance by the company and considered it came in illegal ways.

thank you.
Business Response
Date: 11/09/2022
Business Response /* (1000, 5, 2022/09/27) */
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 Ads 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

Consumer Response /* (3000, 7, 2022/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
i contact you with this links but my problem not solved
***************************************************************************************

Business Response /* (4000, 9, 2022/10/13) */
Hi ******,

After reviewing our records, we've determined that your ***** account poses a risk of generating invalid activity. Because we have a responsibility to protect our advertisers from inflated costs due to invalid activity, we've found it necessary to disable your ***** account.

If you have any questions or concerns about the actions we've taken or invalid activity in general, you can find more information here ***********************************************

If you feel that our decision was made in error and if you can maintain in good faith that the invalid activity was not due to the actions or negligence of you or those for whom you are responsible, you may appeal the disabling of your account. To do so, please contact us through this appeal form************************************************************************

Please note that you may submit only one appeal for your account.

Additional submissions will not be reviewed by the traffic quality team. Once we receive your appeal, we'll do our best to inform you quickly and will proceed with appropriate action as necessary. Please understand, however, that there is no guarantee that your account will be reinstated. Please also bear in mind that once we've reached a decision on your appeal, further appeals may not be considered, and you may not receive any further communication from us.

Thank you for understanding.

Best,
**** on the ***** Support team

Consumer Response /* (4200, 11, 2022/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
i want to recover my money i dont want recover account i was have payment with 26,922.04 and its removed from my account i want you pay this amount to me because i dont do any invalid activity and all my traffic is organic so i want you recover this balance of 26,922.04 to my account then send it to my bank account

Business Response /* (4000, 13, 2022/10/27) */
Hi,

Our dedicated specialists and experts have explored all the possible solutions before providing the most appropriate solution to the user.

We have worked with the customer and have provided all the support that is within our scope and policies.

We request the *** to close this case.

Regards,
******* Support Team

Consumer Response /* (4200, 15, 2022/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
i want to recover my money i dont want recover account i was have payment with 26,922.04 ****
Initial Complaint
Date:09/26/2022
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.
Around July 15, 2022 I filed a claim with Google Fi, my cell provider, for a broken device. I had been enrolled in their device protection since January 19, 2021. The device that I had insured had the screen go blank.I received the a same model replacement phone a few days later. It has never worked. It won't recognize my old sim card or the replacement sim card I received from them as part of troubleshooting the phone.They have requested some rather complicated to access data from the replacement device. Which I have provided. The tickets have been passed from one person to the other for months. they have opened new tickets and I have had to start the process over.I paid for a device protection policy. I paid a deductible on the replacement device. I have responded to their requests for information. I am stuck with a device that does not work.I will upload the four e-mail threads regarding this issue.Thank you.
Business Response
Date: 09/27/2022
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 Fi 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

Customer Answer
Date: 09/29/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
If they had read the supporting documentation, they would've realized that I have already attempted their first solution to no avail.

Then I attempted their second solution where I shared the ticket number on a phone 45 minute phone call that ended with them telling me I should just get a new replacement device. Only to be emailed by the same person to tell me that they were reneging on that offer.

This resulted in another ticket being opened where I had to start my claim from scratch.

I think we are in week nine

Thanks
Business Response
Date: 10/14/2022
Hello BBB Team,

We thank the customer for providing us with this information. The customer has confirmed that they received another replacement and that it works. The customer's issue is resolved and thus no further action is required. We ask that the BBB close this case.

Thank you,
The Google Fi Support Team
Initial Complaint
Date:09/26/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been trying since July 2022 to get my sons phone replaced through the insurance plan I pay for with Googlefi I have been paying for his bill the insurance on the phone and the phone July paid $48.24 August $60.89 September $62.49 The phone has yet to be replaced they have repeatedly lied to me and this last time they sent me to a link to purchase a new phone at full price instead of the insurance pricing. I have lost count on the number of times I have contacted them for a replacement and I am tired of being jerked around with this their practices are unethical and down right annoying to try to get anything done. this is the second phone I've had issues with that was purchased directly from googlefi but the first one that had a manufacturers defect and the speakers completely stopped working and will not make or take phone calls at all
Business Response
Date: 09/27/2022
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 Fi 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

Customer Answer
Date: 09/30/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I have repeatedly reached out to their customer service they have repeatedly lied to me their policies have apparently changed repeatedly because nobody can give me a straight answer they seem to think that it is OK to charge somebody who pays for insurance on a device that is on a plan to be replaced every two years full price for a replacement phone that was defective from the start the speakers quit working and now it will not make or take any phone calls I've been paying for service since July The phone will not work I want my money back and I want the roof placement sent out I have already attached all additional items to the initial complaint and this will not be resolved until they fix the issue don't give me another phone number to call don't give me another email to respond to just replace the phone and refund the service charges for that line For the months that we have been unable to use the service we paid for a complaint has already been filed with the *** and the *** as well
Business Response
Date: 10/14/2022
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 # 7-8725000033016.
We ask that the BBB close this complaint as we have been working with the user towards a resolution.

Thank you,
The Google Fi Support Team
Initial Complaint
Date:09/26/2022
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.
Since Google Pixel's inception 2016, I have been a customer purchasing the very first Pixel phone. The attractive feature for me was the unlimited cloud storage. I have stayed with Pixel since then and have benefited from the unlimited cloud storage and have upgraded from the 3 to most recently the Pixel 6. Recently I started getting messages of low memory. Unbeknownst to me, Google discontinued the unlimited cloud storage which now leaves me with a phone I no longer want. I had no knowledge that Google discontinued the unlimited storage. This the only reason why I stayed with Google. Since I recently upgraded this summer to the Pixel 6 Pro, I do not want to stay in this contract and will gladly return the phone since the reason I selected this phone is no longer offered and no notification was provided to me of the discontinuance of this feature. I would like to start a class action suite since I am sure there are many who feel the same as I do.
Business Response
Date: 09/27/2022
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
Customer Answer
Date: 09/30/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I have called several times emailed and there is no response which is why I chose this way to voice my frustrations. I feel like the bait and switch as the reason I purchased and remained loyal to Pixel was the unlimited storage, now that I am locked in to this phone, the feature that I treasured most is removed. I don't want this phone and do not wish to continue doing business with ********* am very disappointed and feel disregarded as a loyal customer.
Business Response
Date: 10/18/2022
Hello,

Your issue has been escalated to the best experts possible for further investigation.

Our specialists are currently working on this Case ID *************** and have been in contact with the customer via support case.

We ask the BBB to provide us more time while we consult with our specialists on this complaint's progress.

Regards,
******
BBB Core Team

Business Response
Date: 10/18/2022
Hello,

Our dedicated specialists and experts have explored all the possible solutions before providing the most appropriate solution to the user.

Our specialists are in direct contact with the customer ************* Ticket # ***************.

We are working with the customer to provide all the support that is within our scope and policies.

We request the BBB to close this case.

Regards,
BBB Core Team
Initial Complaint
Date:09/26/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have started a Google AD campaign but haven't been able to talk to the ad Specialist. I am being charged for an ad that isn't reaching my customers even though it's set for that location. I've been calling to talk to my AD specialist for 2 weeks now and no call back. Ive even sent 2 person emails to **** but he is not responding. There front desk Receptionists can't seem to answer or help me they just send requests that don't get answered. Asked to speak to supervisor they said they have no way to contact them due to working from home. So now I have an ad running and Accumulating charges but can't see it and no one to help me fix it. It's sad that Google is so big yet you can't get some one on the line. Oh and asked to speak to any ad Specialist since **** doesn't call back was told **** had to approve me talking to someone else funny it's my money I should be able to talk to someone.
Business Response
Date: 10/10/2022
Business Response /* (1000, 5, 2022/09/27) */
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 Ads 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 https://support.google.com/

Thank you,
Tiffany
Google Support Team

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Google, LLC is NOT a BBB Accredited Business.