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

9,053 total complaints in the last 3 years.
3,263 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:09/14/2022
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.
I purchased a Pixel 6a because of the great trade in values being offered. Specifically I had an iPhone se 2nd Gen that had barely been used and kept as a backup phone. I placed an order ***************** on August 10th. I received the trade in kit on August 17th, trade in ID **************, and mailed back the phone in their trade in kit, completely reset, without sim, in like new iPhone se physical condition on April 20th. Tracking Number **********************. Tracking shows on August 26th that shipping has been delayed. On September 7th I received two emails stating the phone has been received quickly followed by an update that zero dollars would be credited. I contacted Google support and provided them with the box photo showing the phones IMEI, serial number etc. Following up, I was now told today the box they received was empty. All of this has occurred with tracking number still not showing any change in status.

I'm completely baffled. The phone has either been lost, stolen, or there has been a mixup at the trade in facility. Why would I logically send an empty box? For all I know, based on the tracking, the package was never even delivered. If the box received was empty they need to file a claim with the post office.

I would have never even bothered to buy the Pixel if I didn't believe I was going to receive a full $285 refund as I was told. Google needs to look into this further and give me the refund promised.
Business Response
Date: 09/22/2022
Business Response /* (1000, 6, 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.

To get in touch with our Google Store team directly regarding any existing orders, please contact us via this page: https://support.google.com/store/answer/7334136?hl=en.

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 /* (2000, 8, 2022/09/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a refund from customer service in relatively short time. No further help needed.
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.
Purchased a PIXEL 6 PRO 512 GB CARBON/GA02223-US device
Transition Date: 01/15/2022
Started experiencing performance issues right away but wasn't sure if it was the phone or the provider.
-The phone has delayed response time when using normal functions like dialing numbers or texting.
-Download/upload speeds are at times 0.41 mbps/1.48 mbps - The phone was slower than my very first touchscreen that I had back in 2010.
-Battery life unacceptable and not what is advertised. My phone does not last 1 full day and at times the percentage is as low as 45% by 1 o'clock pm, starting my day at 7 am.
-Phone freezes constantly and have to restart phone in order to use again.
-Friend has a the same product but a different model and we are on the same service provider - My phone fails to complete simple task like searching a phone number for a business or directions to a business - where their phone is able to preform with no troubles.

Reported issues with provider and complete several trouble shooting test to fix problems with no results.

Was advised I would have to process a warranty claim to replace defective phone.
Google now wants me to provide them with my credit card information in order to complete warranty claim.
I have been going back and forth for a month now trying to resolve this issue and request a number of call backs and Google never calls to complete claim. I have been left on the hook with a product that doesn't preform based on the specs, I have had awful customer service and I am still struggle day to day to using a broken product,
Business Response
Date: 10/24/2022
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.

To get in touch with our Pixel team directly, please contact us via this page: https://support.google.com/pixelphone/?hl=en#topic=9153446.

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, 2022/09/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Google did not provide a resolution to the BBB complaint and I still do not have a resolution in my warranty exchange claim with Google.

Business Response /* (4000, 9, 2022/10/04) */
Hi,

Thank you for bringing this issue to our attention. I will reach out to the customer in Case 3-************* and keep you updated here. I will close the loop when we come to a resolution.

Regards,
Meet
Initial Complaint
Date:09/14/2022
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.
date: 7/30/22 amount $14 for a google play card I purchased that card at ShopRite Google is not refunding my money. I tried to redeem the google pay card the on my phone and got an error basically saying that it could not be redeemed. When I questioned google about it they took my information and said that there was an issue with my account? (lol have no idea what they are talking about and because of that they could not give me back my money). they never got back to me after that no matter how m any times I tried to reach them
Business Response
Date: 09/15/2022
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/gethelp

Thanks,
*******
The BBB Core Team
Customer Answer
Date: 09/23/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I tired that. Because the website did not help me or customer service u had to file a complaint. Please call me or email to settle this issue
Business Response
Date: 10/03/2022
Responded to customer by email. Waiting on a response for additional information.
Business Response
Date: 11/17/2022
This issue has been re-looked at by another internal team. Waiting on a response.
Business Response
Date: 11/18/2022
Issue has been corrected by our internal team. Emailed customer. Case closed.
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.
Hi,
I recently started having problems with my Pixel 6 that I bought about 6 months ago. It keeps overheating while in use. No matter what apps I'm using or what the temperature outside is it still overheats. The components get so hot that they are actually starting to be visible through the screen of the phone. I sent in a request for a warranty replacement a few weeks ago and the request was confirmed. I received the replacement phone and realized it was a refurbished phone, which is fine for me as long as the phone works well. Soon after using the replacement phone, I started getting constant crashes on the phone. Also, this replacement phone still has the burn-in effect where it gets hot and the components become visible through the screen. I have owned several pixel phones and this has been the worst one yet. I highly recommend consumers look elsewhere when shopping for a new phone. Anyways I have informed support about the problem with the replacement and have received no resolution. I have been bounced between different support departments of google for the past 2 weeks. Each time I have to explain the problem to the support professional and then I end up getting transferred again. I have been told that the warranty is expired, then I am forced to try to explain the situation to them. From there they just transfer me again. The phone is definitely still under warranty. I will not be buying a pixel phone again and wish that I had not in the first place. I feel like I will never receive a working phone again unless I just go buy a new one. and on top of all this, I am at risk of being charged for both phones unless I send one back, but I have no clue which to send back as I have been told different things by different support staff, and I still need to use one to have a working phone.
Business Response
Date: 10/10/2022
Business Response /* (1000, 5, 2022/09/15) */
Ho ******,

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 Pixel team directly, please contact us via this page: https://support.google.com/pixelphone/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.)
This is such a poor and lazy response, I do not accept it

Business Response /* (4000, 9, 2022/09/27) */
Hi,

Thank you for bringing this issue to our attention. I will reach out to the customer in Case 9-************* and keep you updated here. I will close the loop when we come to a resolution.

Regards,
Meet
Initial Complaint
Date:09/14/2022
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.
I ordered a new phone with Google Fi. Order number GS.7602-6133-6294.They said that my order would be here on September 11 2022. Well it never came. Iv spoke with many agents and they do not help at all. This is not a good first impression but I have to say I was a bit doughtful of starting a new plan with Google. So I sort of expected they wouldn't be honest. I mean the Google maps aren't always accurate neither. So I can go with ******* or **** and be treated better then this and also not have to worry about not receiving my device. This really ***** because I need a phone. But like I told the agent, if I don't receive either my money back or device by morning, I will contact my bank and report this as a scam charge and get my money back fast. And then I could care less what happens to the device if it comes or not.
Business Response
Date: 09/15/2022
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.

To get in touch with our Google Fi team directly, please contact us via this page: *******************************************fi/gethelp

Thanks,
*******
The BBB Core Team
Customer Answer
Date: 09/21/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
I give up. Companies like this will always have their way. No one cares about the little folks that can't afford to just go out and buy phones.
Initial Complaint
Date:09/14/2022
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.
Streetside views of my house show images not visible from the street and could have only been taken from my driveway, meaning the driver entered my private property. Images Show my open garage and contents. I have made two requests for these images to be totally removed from Google Earth, which has not happened. The version of Google Earth I am referencing is as follows:

Google Earth Pro

7.3.3.7786 (64-bit)
Build Date

Tuesday, July 21, 2020 6:23:59 PM UTC
Renderer

OpenGL
Operating System

Microsoft Windows (6.2.9200.0)
Graphics Driver

NVIDIA Corporation**************************
Maximum Texture Size

***********
Available Video Memory

8170 MB
Server

*************
Business Response
Date: 09/29/2022
Business Response /* (1000, 5, 2022/09/20) */
Hello********,

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

For the best and fastest support for your concern, we encourage you to contact us directly using the specified links below:
****************************************************

If you have already reached out through Google Support channels, we ask that you share your most recent support inquiry ID, so we can further investigate. Thank you.

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

Thank you,
Phoebe
Google Support Team

Consumer Response /* (2000, 7, 2022/09/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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

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