Complaints

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

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• 

  Google, LLC

  1600 Amphitheatre Pkwy Mountain View, CA 94043-1351

• 

  Google, LLC

  600 - 10 Dundas St. E Toronto, ON M5B 2G9

• 

  DoubleClick Inc.

  450 West 33rd Street New York, NY 10001

• 

  Zagat

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

• 

  Google

  85 10th Avenue New York, NY 10011

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:09/15/2022

  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 fi was my cell phone provider until I transferred my number to Verizon and tried to cancel my Google fi plan in June. Google fi has been billing me for a "flexibie plan" that I do not want and did not agree to since June, claiming that Verizon needs to finish porting my telephone number out. Verizon says my number was successfully transferred on June 15, and they do not know what Google fi would need to prove this. I have sent numerous emails, had four phone conversations, and left public questions asking Google for help- they continue to deduct funds directly my checking account and I have no ability to cancel the service I do not want. They will not allow me to cancel my payment method, I literally cannot do anything to stop them.
  

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 5, 2022/09/16) */
  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: https://support.google.com/fi/gethelp
  
  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, 2022/09/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I reached out via that website multiple times, which led me to post a public Q&A where I was instructed to call a support number. I have spoken with three different Google fi representatives but have no case ID. I had to end my last call before resolution, after repeatedly being told I could not speak with a manager. I was told a follow-up email would be sent and my case would be flagged as "elevated" so it would be resolved quickly. I have no next step except to call again and that will be my fourth time doing so. This is ridiculous.
  
  
  Business Response /* (4000, 9, 2022/10/05) */
  Hello BBB Team,
  
  We thank the customer for providing us with this information. 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:09/15/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a cloud service free trail. That same day I decided to go a different route. There was no verbiage anywhere on how to cancel the account. The only option was to delete my project and that was supposed to cancel it. At least that is what thier help section said. The other option is to cancel my billing account. Well it won't let me cancel my billing account and I already deleted my project but I still recieved an email stating they are trying to charge me. I have tried getting live assistance for 2 days with no help and cannot get anything stating it is canceled and I will not be charged. I followed their steps and am still worried about being falsely charged.

  Business Response

  Date: 09/16/2022

  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 Workspace Support Team:
  *************************************************************************************************
  
  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:09/15/2022

  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.

  On June 10th, I requested a refund from Google in the amount of $864. This $864 was the balance attached to an account that had since been deleted. I was told on this day that a refund had been placed and I would receive the funds within 10 days. It is now September 15th and I have still not received the refund after placing 4-5 additional support tickets with the company.
  
  I was told by ****** at Google on August 25th that the refund had successfully been processed as a bank wire and it was due to hit my account within 10-15 business days. It never arrived.
  
  I reached out to Google again yesterday (possibly my 6th support ticket) and was told that no such refund was ever placed on my account by Udit, then told by Paula that they have been unable to process my refund due to "issues doing a manual refund on my account."
  
  It is now well over 3 months since I was told a refund would be received and I am being passed around by multiple Google employees with no resolution. It seems an impossible mountain to climb and any help would be greatly appreciated.
  

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/09/16) */
  Hello *******,
  
  We have carefully reviewed your complaint and are unable to determine the specific Google product that you are experiencing issues with.
  
  We are willing to assist you further, however we would need more information to route your case to the appropriate team so that they can look into this ASAP.
  
  Here's what we need:
  
  -What is the Google product that you are experiencing issues with?
  -Any previous case ID with Google Support that you could provide?
  -Any other information that could help has to investigate this case.
  
  Once we receive this information, we should be able to assist you further.
  
  
  
  Regards,
  ******
  BBB Core Team

• Initial Complaint

  Date:09/15/2022

  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 voice has my number locked up in an account they wont let me access and has no way to correct this.

  Business Response

  Date: 09/16/2022

  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 Google Voice team directly, please contact us via this page: *******************************************voice/?hl=en#topic=1707989
  
  Thanks,
  *******
  The BBB Core Team

• Initial Complaint

  Date:09/15/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to ********* on 08/31/2022 and bought a GOOGLE PLAY CARD FOR *****. Went home and when my husband tried to redeem it it said it need more information, long story short I filled out the paper work with proof that I paid for gift card at ********* . I paid cash what more proof do they need this is how long a go and they are giving me and a bunch of other people a run around about these gift cards . My husband really want money on his account to be able to play his games so once more ON09/03/2022 and got a packet of gift cards costing ***** for 3 ***** gift cards once again the needed more information so once again I filed out the paper work sent copys of cards and proof I paid for them. So now its ***** google has gotten me for and I want them to credit my husbands account *****. I Proved that I paid for them it should be simply right. I have all cards and receipts I just want what I paid for thats all. I would like to credited as quickly as I paid for them not sit here and wait two 3 weeks .

  Business Response

  Date: 09/16/2022

  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:
  *******************************************************************************************
  
  
  Important: Our Play Gift Card Refund Policy applies only to gifts of Google Play credit or Google Play Books purchased through Google. If your gift was purchased through a third-party retailer, contact the retailer for refund information.
  
  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 ACCEPTED the response from the business.)
  

• Initial Complaint

  Date:09/15/2022

  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.

  I bought a couple of items from Google. Order number is Order#GS.2299-4126-6240 On sep 8, I got a notification that the product is delivered but I didnt. I checked my camera as well. I reached out to Google immediately but they keep saying 72 hours. The case ID with ********************** support is Case ID ****************** waited enough and would like to get my money back

  Business Response

  Date: 09/20/2022

  Hello Ajay,
  
  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
  

  Customer Answer

  Date: 09/20/2022

  Issue is resolved. Please close the case

• Initial Complaint

  Date:09/14/2022

  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.

  This is in regards to Google Ads. We have used them in the past through various companies over the years and no issues. This past experience has been horrible and bordering criminal. We were solicited by a Google Advertising "Expert" (directly from Google/a Google employee and have proof) who kept wanting us to advertise, we politely said no. He stated he accessed our account and at some point triggered the account active, initiating charges occurring from June 2021 to July 2022 when we caught it. We use the card it was billed to for shipping and ship thousands of packages a month so a monthly single charge was extremely difficult to sort through to notice. Once discovered we tried reaching Google, but no reply or interest to resolve the matter. We tried contacting our credit card company and filed a dispute, Google responded with a bogus response claiming clicks were made so the charges were valid. This is obviously not true, and even the clicks they claimed did not match what was seen on our website whatsoever (even if what they say was true, which it isn't). We were being billed $200+ every month. We want to advertise with Google but we're now out about $2000 and have gotten absolutely NOTHING out of it. If Google were to refund us or issue ad credits for us to advertise to at least get SOMETHING out of the bogus charges, it would be reasonable, but we have not been able to contact them or reach any resolution and it is looking like we will need to go to file suit to resolve it as it appears others have had similar issues and even the CC company representative said he gets 2-3 cases like this about Google every day.
  

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/09/15) */
  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:
  https://**************************************************
  
  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,
  Phoebe
  Google Support Team
  
  
  Consumer Response /* (3000, 7, 2022/09/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We do not accept the response as any resolution. We have attempted to contact Google countless times but no one has been able to be reached for this issue. The suggested contact form/link is not appropriate for this. If we do not receive a response or call directly for the matter so it can be resolved amicably (either through credits or a refund), we will have no choice but to pursue legal action, regardless of cost or burden, to prove the illegal practices Google is partaking in as Google is aware of this.
  
  
  Business Response /* (4000, 9, 2022/09/29) */
  Hi*****,
  
  My name is ****** from the Ads Escalations team. I'm sorry to hear about the trouble you've had.
  
  Could you please share your ticket ID so that I can investigate your concern?
  
  Best,
  The Google Ads Team
  
  
  Consumer Response /* (4200, 11, 2022/10/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We do not accept this response. We have tried contacting you in regards to this but can't get it to issue a ticket id or anything. Contact me at ******************* or **********.

• Initial Complaint

  Date:09/14/2022

  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 has been billing my credit card monthly for over a year for Google Ads that were not approved at all. Our business was sold in October of 2018, so I assume it goes further back than the last 12 months. I am on a fixed income and need this money back. I think this is about $6,000.00
  

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 5, 2022/09/15) */
  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 Ads team directly, please contact us via this page: https://support.google.com/google-ads/gethelp
  
  Thanks,
  *******
  The BBB Core Team
  
  
  Consumer Response /* (3000, 7, 2022/09/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Google has been billing my credit card monthly for over a year for Google Ads that were not approved at all. Our business was sold in October of 2018, so I assume it goes further back than the last 12 months. I am on a fixed income and need this money back. I think this is about $6,000.00
  why would I advertise a business that is not longer in business? Why would I use my personnel CC to advertise business that I no longer run?
  
  
  Business Response /* (4000, 9, 2022/09/29) */
  Hi *******,
  
  My name is *****, from the Ads Escalations team.
  
  While investigating your concern I found your ticket ID:****************. Essentially, your ads continue to serve unless they're paused or removed. As the representative in your ticket mentioned, a refund in this scenario is not possible.
  
  Best,
  The Google Ads Team
  
  
  Consumer Response /* (4200, 11, 2022/09/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am looking for a refund of $6,000. You have not proposed a resolution.
  
  I never authorized the use of my personnel CC to be billed for a business expense. The business closed during COVID. Why would I advertise a business that is closed? I am living on a fixed income. I need help. Google grabbed my card number from my personnel account. Google is a huge company & should give me restitution.

• Initial Complaint

  Date:09/14/2022

  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.

  9/14 contacted Google nest support in reference to canceling service. Advised that I was unable to reset password online and after speaking with 2 representatives who were rude, they could not get access to help me get into the account to cancel service. After 40min on the phone, I requested a supervisor 4x and was denied. The representative then advised me that they will disconnect the line and proceeded forward.
  

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 5, 2022/09/15) */
  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 Nest team directly, please contact us via this page: https://support.google.com/googlenest/gethelp
  
  Thanks,
  Theresa
  The BBB Core Team
  
  
  Consumer Response /* (3000, 7, 2022/09/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This response doesn't include a resolution. The case # is***************** I have already attempted to contact them via website that's why I ended up calling bc I was not able to get my issue resolved.
  
  
  Business Response /* (4000, 9, 2022/09/27) */
  Hello,
  
  We'll reach out to the user and provide support regarding their inquiry.
  
  Thank you,
  
  Satoshi
  Google Nest Support

• Initial Complaint

  Date:09/14/2022

  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 business exists in fact now but Google made my business suspended. I asked them about suspended business and attached directory sign my building provided but I don't have any responses.
  As a small business owner, I need to have my google business for clients. Please resolve this issue.
  

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/09/15) */
  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.
  
  To get in touch with our Google My Business team directly, please contact here: *******************************************
  Please remember to provide the email that owns or manages the GMB page
  
  Thanks,
  Theresa
  The BBB Core Team