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

9,054 total complaints in the last 3 years.
3,256 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:09/21/2022
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.
Yes I purchased a $25 Google Play gift card from meijer's in Cincinnati Ohio and I have the receipt to show through the purchase I also have a good one before activation of the cards for the business so and when I contact Google it says it's not eligible for appeal!! But why stay need to go through NFL process in the first place when I have the proof of purchase and I've uploaded documents day back six times and every time they send me back the same email stating we're sorry the gift card you are trying to reading is not eligible for appeal good morning sir just telling me I'm screwed out of my $25 which is wrong
Business Response
Date: 10/10/2022
Business Response /* (1000, 5, 2022/09/22) */
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 Google 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:***********************************************************
Or for information on reporting Gift Card Scams or other abuse, please visit this page:
*********************************************

Thanks,
Theresa
The BBB Core Team
Initial Complaint
Date:09/21/2022
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.
Pixel buds stopped charging. When it is supposed to be charging in the case with the case closed, it will connect to my phone and drain the pixel buds battery. Followed all troubleshooting steps. Company refuses to correct the issue as the problem did not begin until shortly after the warranty period ended. This is a clear manufacturing defect in the product that should be addressed. My desired resolution is replacement of the malfunctioning device.
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: 09/29/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Business neglects to read in my original case description that I had already contacted support and suggested I do the very same. As a reasonable person, I have to hope that this is a simple misunderstanding and that the business is acting in good faith. Business requested my support case number. Here is the support case: 6-2168000033112.
Business Response
Date: 10/05/2022
We've since been in contact with the consumer and have provided them with an agreed upon resolution.

- The Google Nest Support Team
Customer Answer
Date: 10/13/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm very grateful for the business's response
Initial Complaint
Date:09/21/2022
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 received an email from ******* on 09/19/2022 saying that I am now a ******* Premium member, and I honestly don't recall opting in for it in the first place!!!!! I log in, and as pictured within one of the attachments, it says that my "free trial" ends on October 1, 2022. If the free trial is not canceled by this date, I will be charged. I have been trying to cancel, and there is NO BUTTON AVAILABLE! This is ludicrous! I don't even recall signing up for a free trial IN THE FIRST PLACE! I've looked up this issue online, and apparently, I'm DEFINITELY not the first person to complain about this problem. It's truly a shame, the oldest complaint I have found online (including comments within some ******* videos that claim to have solutions to this issue) is from 2020!!! You would think they would have solved this problem/glitch by now'! I have tried to cancel the free trial through my Android phone's browser, the Android phone's Chrome browser, Google Play via my Android cell phone, via my laptop, etc. NOTHING IS WORKING! I ended up having to remove my payment information from Google Play with the hopes of avoiding a charge, but this SHOULD NOT HAVE BEEN NECESSARY! Can someone fix this'!?!'!
Business Response
Date: 09/22/2022
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 ******* team directly about a paid membership or purchase, please contact us via this page: *********************************************************************************************** BBB Core Team
Initial Complaint
Date:09/21/2022
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 decided to transfer my phone service from Google Fi to another company, and in doing so Google cancelled my device protection plan without notifying me. In their own case files *************** and **************** you could read that their representative did not inform me I needed to re-enroll in my device protection plan, and they also told me that I could resubmit my protection claim after 12 months from my prior claims, which I have now done. They are saying I did not renew my protection plan, but I did not ask to have my plan cancelled, only to transfer my service, and my protection lapsed due to their poor communication. I am seeking to have my Pixel 4a replaced as it should have been under the device protection plan, which they had told me was active during the above-referenced conversation case IDs, but they are refusing to honor the protection they told me I could use.
Business Response
Date: 10/04/2022
Business Response /* (1000, 5, 2022/09/22) */
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/

If the customer has already reached out through Google 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: https://support.google.com/fi/gethelp

Thanks,
Theresa
The BBB Core Team
Initial Complaint
Date:09/21/2022
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.
My email, ************************* was deleted for violation of Google's TOS. However, despite that they still bill me for their subscription to their Google Play Pass, which is $5/month. I've called my bank to block charges, and I've contacted Google's customer service for assistance in this matter. I have not been able to cancel their subscription nor have I been able to access the services that it entails due to the deletion of the email. I want the subscription cancelled, and to be refunded for every single month that I've been billed since the deletion of ************************* They can refund it to the debit card it's connected to.
Business Response
Date: 09/22/2022
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: 09/23/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
They sent me an automated response. I don't want to be sent a link with help for something I've already tried. I want a person to manually stop ALL recurring payments, subscriptions, and anything else for ********************** and for them to refund all of their stolen money to the linked card on that account that ends with ****. I do not have access to this email, and I will not tolerate any more automated responses. This complaint may eventually be made into a lawsuit if they continue to neglect me like many of their other customers.
Business Response
Date: 10/06/2022
Google is more than happy to assist you. We recommend the use of the proper channels of Google Play support. Please refer to the *********** to cancel any subscription.
*******************************************
For all refunds you may refer to this link: *******************************************googleplay/answer/2479637?hl=en
Initial Complaint
Date:09/21/2022
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 purchased a google Fitbit and received it defective. It was 3 or 4 days after receiving it and they sent a refurbished one which they say is certified but that one don't charge. Some certification! They refuse to send me a new Fitbit Charge 5 which I paid in full but never had the opportunity to utilize a fully functioning device for which I paid. Support is horrendous and they refuse to give me a new one. This is basically theft.
Business Response
Date: 09/22/2022
Hello ****,

We apologize for any frustration you may be experiencing as a result of Google products or support.

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:09/21/2022
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 purchased a Google Nest Learning Thermostat on 11/30/2019. An update was released the following year that terminated the unit's ability to function. This is documented online. The company replaced the unit under the two year warranty in December of 2020. This replacement unit has failed as of 9/20/2022, less than two years following the replacement. Google is claiming that they only warranty replacements for 90 days and the original warranty ended on 11/30/2021 two years after the original purchase. I pose that the replacement being given should have extended this warranty two years from the replacement making this unit still under warranty. Google offered no compensation, discount, or benefit in continuing service with them despite two faulty units from them. I seek a resolution that would be satisfactory to the replacement of faulty equipment or reimbursement for a new unit from a trusted company that I must now purchase to control the temperature of my home.
Business Response
Date: 09/22/2022
Business Response /* (1000, 5, 2022/09/22) */
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://*******************

If the customer has already reached out through Google 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: https://**************************************
Thanks,
*******
The BBB Core Team

Consumer Response /* (3000, 7, 2022/09/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not a resolution. I have already contacted the company support as stated in the original complaint. My case number is ***************. They can look at the record or review the recording of the call. It is as I have already stated. I await a satisfactory response.

Business Response /* (4000, 16, 2022/10/13) */
Hi BBB,

We are unable to assist this customer further, as their product is outside of the warranty and not eligible for a return or replacement.

Regards,
Google Nest Support

Consumer Response /* (4200, 18, 2022/10/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this answer and would like the record to show that Google does not stand by their replacement products, thus making any warranty fraudulent as it does not apply to a replacement in the way it would make sense to and is unknown except through fine print they only reference after failure to meet the need of a client.
Initial Complaint
Date:09/20/2022
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.
A picture showing my home is on public display without my consent; address is ********************************************************************************. Remove the photo of my home from public display; do not share with any other party without my consent.
Business Response
Date: 09/21/2022
Hello Chauncy,

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 Maps 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: 09/26/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not see the need to contact Google directly as the photo of home is still up without my consent; complaint is valid.
Business Response
Date: 10/06/2022
"Hi there,
Thanks for contacting us. Our engineering team is looking into the issue. Will get back to you soon.
Thanks,
The Maps Team"
Customer Answer
Date: 10/13/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Status update provided; awaiting resolution.
Business Response
Date: 11/01/2022
"Hi there,
Thanks for contacting us. Our engineering team has resolved the issue.
Thanks,
The Maps Team"
Initial Complaint
Date:09/20/2022
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.
To whom it may concern: I am at the point of pure frustration. Reading the other complaints and your company GOOGLE LLC's replies is the sadest thing I have ever seen. It's not helping anyone to use your options because nobody will ever even reply. I have lost 2 emails due to your non-availability. That I just gave up on, because even after months of writing text after text nothing from your side was ever done to help me. This new account I have since July 2022 and I got, again, kicked out off. At the time when this happened, I followed all of your recommendations (backup Email, two step verification and the app for verification purposes) And just like the last time same procedure, you kicked me out of my account. Forced me to give a backup Email! Forced me to use my fingerprint. Then the system did the usual tried to call my number with a backup code - but that phone call, of course, never came in. No text No phone call but the Email made it - I am almost excited but then, of course, I get a: Now you have to wait 48 hours???? After, all of these security measures (and I am happy that you have these precautions) but I am not able to get into my account. You have used my biometrics (fingerprint) of my device that is registered with you. I'll not give up this time. Great that you have these precautions in place but it would be fantastic if those measures would actually work. Emails get hacked every day! Why backup Email??? Since this isn't the first time: I feel bullied by your corporation. I feel like you're lying by telling me that I am (and my personal information) is safe. Your Chrome search engine came up on my phone 5 times. After you said to make sure it's updated since you got hacked. I made screen shots of everything that's been happening (this time and last time). Last time, I was hacked I had to buy a new Laptop and phone. You have a million times dollar business. I don't - I try to survive. I don't want $$$.I expect an apology and a resolve of my problem.
Business Response
Date: 11/16/2022
Business Response /* (1000, 5, 2022/09/21) */
Hello ********

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

For Account Recovery issues, we recommend checking 'Tips to complete Account Recovery steps' (**************************************************) for help.
If your account is disabled please go to this page: 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,
*******
Google Support Team

Consumer Response /* (3000, 7, 2022/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi *******, I had contacted your support center several times but all I have in return were emails stating that there is no problem with the account and that I can sign in. When I tried it kept telling me that I tried too many times and I should try later. I was in dire need to be able and use my phone therefore I was forced to open a new account. Very unfortunate for me is that I had job applications connected to this particular email also, but obviously with no availability for me to check. I'm still unhappy with the situation and the fact that the only personal communication is through the BBB. The other contact by you in my back up Email inbox are just generic emails sent out by your business. I apologize for my late response but I am busy trying to apply to the jobs that will let me since some of the companies have a no reapply for 6 mos to up to a year. I still would like to look into the account for this reason. I'll try again through the disabled2 channel since I never received a ID number. Thanks for your reply.

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

Thanks for the Google Account Recovery request.

We've sent an email to your contact email address with case ref *****************

Please visit the link below for Tips to file an Account Recovery request.

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

Regards,
The Google Team.

Consumer Response /* (4200, 11, 2022/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've tried to follow the link in your email. I'm supposed to login but it won't let me login. As a matter of fact it tells me there is no account. Please let me know what my next steps should be. I attached the file to show you. Thanks again for your time.

Business Response /* (4000, 13, 2022/10/25) */
Hello,

Thanks for the Google Account Recovery request.

We've sent an email to your contact email address with case ref ***************. Please visit the link below for Tips to file an Account Recovery request.

**************************************************
Regards,
The Google Team.

Consumer Response /* (2000, 15, 2022/11/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
To whom it may concern: This response by Google is ridiculous since I tried all of the suggestions and this account doesn't even exist anymore - I tried login and it says that no account with these login credentials exists! Anyway, I have finally given up hope and I am fine with the closing of this E-mail account. On a last note, I hope that in the future I'll not have to encounter a situation like this ever again. Have a wonderful week and stay safe and healthy!
Initial Complaint
Date:09/20/2022
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 switched to Google Fi as a first time customer (have never used Google Fi before) on June 4 and bought a new Samsung phone from Google Fi.

When I signed up, there are two promotional offers from Google:
1) $200 phone credit after using the service for 120 days (not yet met)
2) $50 service credit after switching within 30 days and using service for 30 days (met, switched and using service for 90+ days now)

The promotion ended on July 10. I signed up on June 4.

I contacted Google Fi promotion team through escalation. The support staff in that te
team is rude and ignorant because I repeatedly had to quote the promo terms when the staff has the full link to read. They are closing the case without honoring black and white promo terms

I have been using the service for 90+ days as a new customer. I want the $50 service credit to be honored immediately. I qualified for it 60 days ago.
Business Response
Date: 10/26/2022
Business Response /* (1000, 5, 2022/09/21) */
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/

If the customer has already reached out through Google 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: https://support.google.com/fi/gethelp

Thanks,
Theresa
The BBB Core Team

Consumer Response /* (3000, 7, 2022/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I already stated in my complaint that attempts to resolve the matter without coming to BBB failed. Your promo team staff was rude and ignorant because the staff denied customer eligibility without reading the terms.

The Google Fi Support Inquiry Case ID is ****************

On Sept 8, I was told I was eligible for the service credit however I met the condition already. Shouldn't be waiting for the credit. Then another staff said no service credit offer when the link has a black and white $50 offer.

I was forced to come to BBB and your support function isn't working.

Consumer Response /* (-5, 9, 2022/10/01) */
***Document Attached***
Promo terms attached again. New customer is eligible for the $50 service credit per the terms. I look forward to a quick resolution

I have a lot of faith in Google. All my emails, storage are with Google. I always buy android phone, not an Apple fan. This experience is very disappointing.

Business Response /* (4000, 10, 2022/10/06) */
Hello BBB Team,

Thank you for bringing the user's issue to our attention. We have reviewed their case and we see that the user signed up and purchased a Samsung Galaxy A53 under the $200 off Samsung Galaxy A53 promotion. Promotion terms: ********************************************************. As per the terms of this promotion: "Unless otherwise stated, this offer cannot be combined with other offers."

The user is referencing another promotion that was available at the same time: Get $50 savings with Samsung Galaxy A53 purchase. Promotion terms: ********************************************************************************* This promotion also contains the terms: "Unless otherwise stated, this offer cannot be combined with other offers."

The maximum amount the user can get for the promotion is $200. The user received that amount as a discount off of the purchase price of the device. Our Promotions team has reviewed the user's case and determined that they have received the maximum amount. No further credits will be applied. We ask that the BBB close this case.

Thank you,
The Google Fi Support Team

Consumer Response /* (4200, 12, 2022/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The fault is whoever in your firm that drafted the promo terms. It is not customer's fault.

What kind of instances in which customer bought a new phone, activated it and then still qualified for $50 credit when there was a higher phone credit and you won't allow combining promo. None

Your promo terms are offering a credit where no new customer who buys a phone will be eligible. Then what is the point of promo offer? It only misled customers.

Here is a complaint about the similar issue from another customer:

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

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Google, LLC is NOT a BBB Accredited Business.