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

9,046 total complaints in the last 3 years.
3,252 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:09/22/2022
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 double charged for services by Google Nest LLC. I have contacted their customer service twice regarding this matter and no one has been able to stop the charges from being taken from my account.
Business Response
Date: 09/23/2022
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 Nest team directly, please contact us via this page: *******************************************googlenest/gethelp

Thanks,
*******
The BBB Core Team
Customer Answer
Date: 10/03/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted Google 3 times regarding being double charged and I was only given a case # after the third call. The google representative promised I would receive a call from someone at google that could resolved my issue, which I never received. Google keeps giving out the same help support website address, but it is just a revolving loop to no where. When I tried to cancel my subscription with google nest there is no record of the account, but they keep charging my bank account. Each representative I spoke with claims that they have no authority to cancel my subscription or issue me a refund for being overcharged. The reps will not transfer you to a supervisor or anyone that can handle this matter. This company needs to be throughly investigated for their billing issues.
Business Response
Date: 10/20/2022
Hi BBB,

We've reached out to the customer, but not heard back from them. We've done our best to address the customer's issue by cancelling and refunding the customer's second subscription.

Regards,
Google Nest Support
Initial Complaint
Date:09/22/2022
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 am a content creator, and this month (Sept. 2022), I have received a warning (which I NEVER got an email about), and now on my second strike, and for what? They CLAIM that the videos (listed below), violated some kind of standard. I WANT TO KNOW WHICH ONE. Because as I read the community standard, NONE OF THESE, BREAK THE COMMUNITY STANDARD. IF it does not, then I want my videos re-established, and ALL strikes, taken away. These strikes are coming from ********** videos (which he gave us verbal permission to upload to our channel, mentioned on several of his videos), and they were not banned on his channel, so why are they restricted, and given strikes on my channel? This IS discrimination.ALL "*************' ARE SATIRE, and thus LEGAL, and second, their bots, are programmed WRONG, and/or their viewer is wrong. NONE of these violate their "community standard". What is being violated, is my freedom of religion, and my freedom of speech, which is ILLEGAL to do!******************************************************************************************************************************** ************************************************************************************* (of which, I NEVER GOT AN EMAIL ABOUT THIS ONE)And this video falls under the "Fair Use Act", and they have taken it down. *************************Again, this IS discrimination (because OTHER channels have these videos, including *****************, before he closed his channel), AND ILLEGAL, for it is against the "freedom of religion", AND "freedom of speech". The "*************" are SATIRE. On the one "denied appeal" listed above, I attempted to appeal it again, and only a white screen, pops up, which means, there is no second appeal, as they claim it to be.
Business Response
Date: 11/08/2022
Business Response /* (1000, 5, 2022/09/23) */
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 YouTube team directly about a paid membership or purchase, please contact us via this page: https://support.google.com/youtube/answer/7071292.

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

Consumer Response /* (3000, 8, 2022/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They want to take this off site? This reply seems to be, what I have been getting, when I dispute suspensions (AUTOMATED REPLIES)!!! That is not how you run a business. To suspend me over these videos that I was suspended over, is to deny practically, everything that is entertainment. Do they delete Batman clips? Why not? After all, it IS the same genre (acting/action) as what the videos on my channel, was deleted for. ***************************, for they are now the fastest DYING religion, thanks to the truth about it, being exposed.

Business Response /* (4000, 10, 2022/10/04) */
Hello********,

Thank you for reaching out with your concerns.

We are unable to locate the username based on the information you've provided us. If you could please provide the channel page in question, we'll be able to look into this matter further. Below are instructions on how to obtain a channel page URL: 1. Find the channel page in question on YouTube.com 2. In the address bar at the top, you'll see the channel page URL (example: http://youtube.com/user/XXXXXX) 3. Copy the link and paste it into your email reply

Sincerely,
The YouTube Team

Consumer Response /* (4200, 12, 2022/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They requested my YT url, so here is the url, to my "homepage". So, the answer to "do you accept this business' proposed resolution", is a reply, to hopefully get this problem fixed, and that I'm answering their question.

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

Business Response /* (4000, 14, 2022/10/26) */
Hello********,

We have reviewed the videos you appealed and determined that they are in violation of our Community Guidelines.

Content intended to praise, promote, or aid violent criminal organizations is not allowed on YouTube. These organizations are not allowed to use YouTube for any purpose, including recruitment.

Upon review, we have removed the videos per our Violent criminal organizations policy as they contains content produced by violent criminal or terrorist organizations.

For further information, please visit our Help Center: *************************************************************************

Sincerely,
The YouTube Team

Consumer Response /* (4200, 16, 2022/11/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Apparently, you do not know what "satire" or acting is? IN CONTEXT, the video is *******************. I do NOT EVERY promote violence, EVER!!! We (MANY OF US) EXPOSE what islam truly is.

So, IF that statement of yours IS the case, why haven't you banned almost EVERY islamic page? For almost EVERY page promotes violence, including:

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

And MANY more. These are just three, that DOES promote violence, and I expose it, yet you do not take their channels down? This IS discrimination.
Initial Complaint
Date:09/22/2022
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.
GS.2024-7658-3976 the order been made without any notice And it seems the address just been add and the address on the order ****************** I have not live there more than half year Once i saw the order notice, i contact support. The support said they will take care of it. And I ask them to stop the shipment ASAP and keep the update As you can see the tracking, the package was not sign and wait for pick up 09/21/2022, i sent them tons of email all the agent reply is just wait we will send you update for ***** hours **************************************************************************************** google store has tons of time to stop the shipment or recall the shipment but they just wait. Right now it been picked up by some one called HKIM that is not a support team should be doing
Business Response
Date: 09/23/2022
Hello Beiduo,

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 Store team directly regarding any existing orders, 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:09/22/2022
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 took a contract through upworks for a software developer to test an app's micro transactions. After completing the test the cards were removed from my account. Google pay asked for verification of the cards used but since not mine I responded with my driver's license and explained the issue Was told that my account was suspended until the chargebacks were removed. (Which seems incorrect because what happened amounts to a scan) I tried to contact the developer but my previous contain was removed by upworks. After completing the contract the developer was banned for shady business practices by upworks. Upworks is not willing to help since they banned the company. The developer also did chargebacks on the purchases done in their app (I didn't receive the purchases, it was done while logged into their account and then I was logged out) I have asked to Google pay to removed the suspension and for a supervisor and both times have been denied. I am instead given the cookie cutter reasons that I need to provide verification and that I need to remove the chargebacks
Business Response
Date: 09/23/2022
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 Pay 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: 09/27/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Transaction *************************** to GPA.3300-8463-9821-22551

Customer Answer
Date: 10/06/2022
They are not reading the information I provided and not getting management (not a floor supervisor) when requested. I did not initiate the chargeback. The employer who provided the cards did. I can't do anything about that. No further scams are coming from this company because upworks.com has banned them. I have changed my Google password and removed the card from my pay account. I should not be penalized with a ban on my account. It's not temporary if they won't remove the hold on my account.
Business Response
Date: 10/11/2022
Thank you for your email regarding your account status. I understand that you would like to have your account reinstated. As previously stated, per the Google Payments Terms of Service, we reserve the right to change, suspend or discontinue any aspect of the Services at any time, including availability of the Services or any Service feature, without notice and without liability. As such, your Google Payments account will remain closed, and you will no longer be able to process transactions through this service.
Initial Complaint
Date:09/22/2022
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.
Company failure to READ and ADEQUATELY respond. This has been an ongoing issue with Google Photos for multiple years. We are not asking for free assistance. We are asking to regain control of Google Photos for an account where an X has discontinued said phone number and email. We have trialed every tactic the company has pre-generated for a response. We are willing to pay to obtain photos from google photo and whichever manage process. Google confirms. These photos are of past family members as well as past memories. They are irreplaceable. We are asked computer generated, generic response, and actually reads this.
Business Response
Date: 10/26/2022
Business Response /* (1000, 5, 2022/09/28) */
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 https://support.google.com/photos

Regards,
BBB Core Team

Consumer Response /* (3000, 7, 2022/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have contacted this so-called direct contact at least 24+ times. This is not a direct contact. This is a link to troubleshoot. You cannot speak to anybody. We are not requesrint free advice. We are offering to pay to retrieve these photos. We cannot use the retrieval method because we don't have the telephone number that we had when we started that account. My husband's ex-wife shut that phone number off. This has been made perfectly clear to Google for almost 3 years. They refused to call anybody back. We are just looking for some humanity. To retrieve photos of the past as well as family members who have passed

Business Response /* (4000, 9, 2022/10/05) */
Hello ****,

We encourage you to contact us directly using the specified links below.
https://support.google.com/accounts/answer/7682439?hl=en

For Account Recovery issues, we recommend checking 'Tips to complete Account Recovery steps' (https://support.google.com/accounts/answer/7299973) for help.

If your account is disabled please go to this page: https://support.google.com/accounts/contact/disabled2

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

Consumer Response /* (4200, 11, 2022/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a no way shape or form a direct contact. There's nobody there an age you other than automated responses. And there is no way to obtain my photos through this link. I'm requesting to have somebody contact me directly to allow me to get my stuff returned to me. I am willing to pay for my photos.
Initial Complaint
Date:09/22/2022
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.
Dear Google, Many of us have been faithful users for games and TV. The Adds that these Chinese classes have been making are too explicit or makes us Americans either look like s**** on a corner or that we have no moral standards and teenagers having a baby whenever they want and not taking care of them. Mother's without father's to their children and being thrown away like garbage. These adds are outrageous and I'm sick of the Chinese who make these money-giving games and cheat their own rules using the Missispi 1 and *********** 2 rule so much that by the time we do qualify they make us wait another 2 or 3 months before we actually get anything from them. The only apps that pay are things like just play and mist play. They pay. The Chinese are cheating each other on games so that we don't know which ones really do pay out. Some of us hard working Americans actually need this money and they are waiving it in our faces like a fish on a hook. I may be the only one to speak up but these games are getting ridiculous and they need to follow up with their own rules instead of actually making us believe they will pay. Hopefully this gets forwarded because I love Google play and hate to have to throw it away because of fake games and adds. Yours truly, A dedicated Google Play user.
Business Response
Date: 09/28/2022
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/answer/9057338?hl=en

Regards,
BBB Core Team
Initial Complaint
Date:09/22/2022
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.
august 28th 2022, my account with google/ ********** was changed, account was changed and removed a promotion for 50 percent off for 12 months. i used this promotion starting july and when my payment for august came up, the promotion was removed along with addons and i was charged regular price. i have been contacting youttube tv support since august with no resolution. its been weeks or emails with copy and paste responses and chats that lead to zero resolution. they dont have a number for customers to call and the email and chat support of useless. i need a resolution immediately, this is ridiculous
Business Response
Date: 09/23/2022
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. Thank you.

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

Thank you,
*******
Google Support Team
Customer Answer
Date: 09/27/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been trying to resolve this for almost a month now and this resolution attempt doesn't seem as if it will be affective. I included the screenshot proof of a support dating back to September 2nd
See Attachment/File: Screenshot_20220927_221828.jpg
Business Response
Date: 10/04/2022
Hello *******,

Thanks so much for getting in contact with us and we're so sorry to hear about what happened with the promotion you've redeemed.

A support agent should be reaching out to you via your existing support thread 5-4750000032788 to provide an update and ensure that this is sorted out.

We look forward to helping resolve this.

Regards,
The ******* Team
Customer Answer
Date: 10/13/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Was promised a solution by the 11th/12th still have no resolution and no ETA on resolution. So I can not accept this response.
Business Response
Date: 10/26/2022
Hi *******,

Thanks for writing back and we really apologize for the all the trouble this has caused you.

I want to assure you though, our team is working to get this resolved because we are inclined to prevent this from happening in the future. A support agent should be reaching out to you within 48 hours to keep you posted.

We appreciate your understanding.

Regards,
The ******* Team
Initial Complaint
Date:09/22/2022
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 screenshots that prove players were cheating on Last Fortress and the devs did nothing about it we believe because they are a chinese game and the alliance cheating is also Chinese. They admitted to account sharing which breaks the **** Several of my teammates and I were bullied off the game. I have screenshots of being hit multiple times a day until I'm destroyed. I put money into a game that allowed the cheating and did nothing to stop it. My teammates were given refunds due to the bullying, cheating, and bias of the game from Apple, Google Play, and their banks. I was denied when we all had the same information. I have screenshots of my transactions, dates, times, and what cards were used. I want my money refunded since my gameplay was ruined by bullying and cheating and biased devs, which is in their ****
Business Response
Date: 09/23/2022
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
Customer Answer
Date: 09/27/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I have MANY emails from Google Play in response to my case, all of which were denied! I have twenty the exact same screenshots as my colleagues have, some of them were given their refunds back to 120 days. I was forced off the game as well, being I was bullied into quitting and tired of the useless devs and cheating. I was my account refunded! I played this game FOR MONTHS! I was 158 consecutive login days. And due to two alliances, one blatantly admitting to account sharing, I can no longer play the game that I put time AND money into! Because we were not a Chinese alliance, we were ignored by the devs when we begged for help! The **** IS A GAME developer DOES NOT EMAIL BACK OR REPLY TO ME! I have asked for the refunds from my bank on some of the transactions, considering you DO NOTHING, I will take up the matter with my credit cards next!
See Attachment/File: Screenshot_20220927-224944_Chrome
Business Response
Date: 10/06/2022
Google has reviewed the case and understands the user's situation in regards to a third party developer. In accordance with our policy, Google does not handle refund requests. The user would need to contact the third party developer.
************************************************************************************
Initial Complaint
Date:09/22/2022
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 had my google pay account suspended on August 26th with $300 in my "Google Pay" Balance, and was told if I sent in the documents to verify my identity it would remain open. I submitted the documents which kept getting rejected by the automated system; mind you all documents were exactly as they asked, each photo was clear and valid. When I finally reached a human at Google, they told me that my account will remain suspended due to a TOS violation that they couldnt describe to me. I know undoubtedly that I did not violate any terms of service contract from google, I read it thoroughly, and I only used the service about 3 times to begin with. But thats besides the point, they said that the only way to get my money was to fill out a refund form with my bank information, and the refund will be processed within 2-3 weeks. I submit the form on September 1st, about a week goes by and I hear nothing about the refund even being processed, multiple emails sent out and 0 returned. I finally get ahold of a supervisor at Google whos name is "************" and tells me hes personally going to take care of it. This is where I really have an issue now... ***** pretty much played a run around game with me telling me that hes in contact with the "refund processing team" and that theres an unusual delay, but he will get back to me "maximum 24 hours". He repeated that to me every single day, and kept giving more reasons for a delay... and now its September 22nd, and hes telling me that the "refund processing experts" finally got back to him and said that there was an error on my refund request, and that I have to submit it again, and it will take 10 days to process, then another 2-3 weeks to send. This whole thing seems like a way to aggravate the customer, or I dont even know, just one big game to them. My money has now been in Googles account for a month, and every time I ask them for help its just another excuse.
Business Response
Date: 09/23/2022
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,
*******
The BBB Core Team
Customer Answer
Date: 10/09/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Why would I be here if I hadn't done that. And the form was filled out on the 29th, and every piece of it was correct. Now, 10 days later I'm told the refund was REVERSED back to google. GOOGLE has held my money for over a month now, and finally after pulling teeth to get them to refund me, 10 days later they tell me it's reversed ?!?!? I cannot believe I'm getting SCAMMED by google.
See Attachment/File: 748B5F0B-A8BF-4D0E-93F2-16F9DD11CC6E.jpeg
Customer Answer
Date: 10/09/2022
Case ID ***************
Business Response
Date: 10/29/2022
Hi *******,
We appreciate your patience as we check this further. Upon review, you are following up about the paper check refund. We have requested a refund via check to be processed at the address provided. However, please be informed that it may take up to 2-3 weeks to receive the refund.

We value you as a customer. If you have any further questions please reach out through our support portal on support.google.com we'd be happy to help!
Customer Answer
Date: 11/06/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Whoever is in charge of my case is clearing playing games and is delaying my money for some odd reason other than they have nothing else going on in their lives. This person should be catapulted far away from googles headquarters for giving me endless run arounds and making me wait almost 3 months now for my own money. Im going to attatch some emails after they said they mailed the check... You will notice the constant avoidance of my simple question of when it was mailed, and just straight confusion in their response of acting like there is an issue but wont tell me what the issue is
See Attachment/File: Web capture_6-11-2022_112720_mail.google.com.jpeg
Initial Complaint
Date:09/22/2022
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 will upload a letter to (mail via US Postal Service to Mountain View/Irvine Ca. Corporate Office Customer Service Supervisor, within 10 minutes.
Fact 4. i went to T-Mobile/Metro PCS and they restarted the Google Pro 6 phone and while in store phone did respond. drove back home and phone return to 51/50 flashing and heating up. Customer support suggested this phone is a Defect .
Fact 5 i went to my pone carrier and Deactivated pro6 phone and using backup Samsung phone.
Fact.6 i called customer support Google Customer Service and they did call me, as soon as i began to communicate with her about my Google Pro 6 phone she disconnected me, i call the number again and voice said this number is no longer in service.
Fact 7 I went to the Irvine Google Corporate Office and communicated this same conversation and she has a copy of my Sales receipt and other numbers on the phone box.
Fact 8. I paid $1,000.00 for this Pro 6 phone and now it is selling for $649.00 (was $899.00),so they must have had this same concerns as to why the price reduced.
Fact 9. I just want to request 1 genuine pro6 phone that works, nothing more and surely nothing Less.
By the way i will mail you a copy of these letters i am writing to Google Corporate Offices.
Business Response
Date: 10/10/2022
Business Response /* (1000, 5, 2022/09/23) */
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 https://support.google.com/

Thank you,
Tiffany
Google Support Team

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