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Business Profile

Internet Services

Google, LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

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

Find a Location

Google, LLC has 42 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    Customer Complaints Summary

    • 9,049 total complaints in the last 3 years.
    • 3,251 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/09/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 unable to login to my google account because it is requiring not only my password but an authentication code that is being texted to my google voice number which is impossible to access without being logged in to the very email that I am trying to access making it impossible to get the google code. Now, I am not only unable to access my personal and business email, my google voice, my 20+ domains, but also my play store subscriptions. I have no way to manage them. Even though the password I am putting in is correct this flawed authentication process is making it absolutely impossible to access my account by any other means. I have chatted numerous times, talked by phone and emailed with no plausible solution being provided. This is a severly flawed process, that after spending many hours researching and trying to solve I have found that many others have found themselves stuck in the same ridiculous predicament. Google knows if a phone number is associated with an email address, so why in the world would that be part of the authentication process if they know it is impossible to access the code without being logged into the very account you are trying to authenticate. They offer no other means (security questions, etc) to recover the account.

      Business Response

      Date: 09/13/2022

      Business Response /* (1000, 5, 2022/09/12) */
      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 issue, we encourage you to contact us directly using the specified links below. For additional products and information, please contact us at https://support.google.com/

      If you have already reached out through Google Support channels, we ask that you please share your existing Case ID, so we may further investigate.

      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

      Best,
      Oliver
      Google Support Team

    • Initial Complaint

      Date:09/09/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      signed a contract and paid ********** on 11-25-2021 for 12 months of service $422.27. They have still kept charging our credit card every month since then for the monthly for a total of $601.22. Have contacted ********** and they said cannot refund any money and hung up on me in the middle of our conversation twice. I want the $601.22 they have over charged the last 9 months.

      Business Response

      Date: 09/12/2022

      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 issue, we encourage you to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************

      If you have already reached out through our Google Support channels, we ask that you please share your existing Case ID(s), so that we may further investigate.

      To get in touch with our ********** team directly, please contact us via this page: *******************************************youtubetv?hl=en#topic=7071745

      Best,
      ******
      Google Support Team

    • Initial Complaint

      Date:09/09/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 pixel 6a and activated service using pixel pass with Google fi in the beginning of August. 3 days after I got my new phone it was stolen and got broke. I got it back and sent it back because it had protection coverage with my subscription to pixel pass. I received misinformation from Google about returning the device. I called,emailed,and used live chat with them an absurd amount of times to resolve me getting a replacement. It took a month to get a replacement with them just dragging their feet on it. They told me they would get me a service credit once I got my replacement. I paid my phone bill for my first month of pixel pass and did not even have a phone. I paid 10 dollars to ship the broken device back to them and now that I have received my replacement phone over a month later. They are telling me the best they can do is put a 20 dollar service credit on my account

      Business Response

      Date: 10/24/2022

      Business Response /* (1000, 5, 2022/09/12) */
      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,
      *******
      The BBB Core Team


      Consumer Response /* (3000, 7, 2022/09/16) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I have provided screen shots of all of my communications. Even a transcript of a chat. All of the information I have access to has been provided. I looked on my Google Fi app for the case Id and the information is gone. I have received a 10 dollar service credit is all. This simply won't do


      Business Response /* (4000, 9, 2022/09/28) */
      Hello BBB Team,

      Thank you for bringing this user's issue to our attention. We have reviewed their case and we see that the user has received the replacement device and it is currently active on their Google Fi account.

      We have applied a one time courtesy credit to the user's most recent bill. We ask that the BBB close this case.

      Thank you,
      The Google Fi Support Team


      Consumer Response /* (4200, 11, 2022/09/29) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I received a 10 dollar credit (for what I paid to ship the broken device back) and today received an email stating I am getting a 30 dollar credit saying that's the best they can do... I am still out the 108 dollars for a month of service I couldn't use due to this inconvenience. It should not have taken them a month to get me a replacement and I feel that because it did and I was forced to use a broken phone that didn't work that I should get that 108 credited to my account. I paid my bill! It shouldn't be on me that they made mistakes

    • Initial Complaint

      Date:09/09/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 ***************** are performing a 'bait and switch' with purchases and have no way to fix or mitigate the issue. The app developer contact referenced in their refund policy is a non existing email. There is no way to get a resolution aside from filing a complaint with ***.

      Currently, in the Google **** store when you try to purchase season 6 of TV show ************** the Google play store switches title to season 5. This error happens when purchasing by season or shows individually.
      I tried to buy season 6 as a whole then tried to purchase individual season 6 episodes and despite having selected season 6 with season 6 descriptions , the store switched my selections to season 5 after purchase.
      The buyer has no idea that they are purchasing an outdated older season until after the purchase. Google play store will not refund the purchase despite request. This is a classic 'bait and switch'

      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.
      ***********************************************************
      For Play Store 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


      Consumer Response /* (3000, 7, 2022/09/22) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I have gone through the support and I only received a standard response that the refund request is not in refund policy. Added to this the error on the website persists. Google TV store still is misrepresenting sales and putting different items in cart then what is ordered. The items are switched after purchase. I am including a screen shot of my purchase attempt for season 6 ****************** Google will let me complete this purchase yet put season 5 in my library. I know now, because I'm purchasing ************ that there is no complete season 6. It has not been released. Therefore, for those who don't know TV industry schedules, Google should NOT ALLOW attempts to purchase season 6. And most definitely GOOGLE TV SHOULD NOT REPLACE TITLES, THAT'S A BAIT AND SWITCH.


      Business Response /* (4000, 9, 2022/10/03) */
      Google has further reviewed your request. Unfortunately, we are unable to provide any refunds for your TV content purchases as it falls outside of Google's refund policy.

      If you wish to pursue a refund, we recommend contacting your bank.

    • Initial Complaint

      Date:09/09/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 for a google ads account ***********. Google mis-advertised a credit for Google Business Advertisement of $500 and asked to have a credit on file for any additional charges. They misrepresented this advertisement, sending multiple emails where NOWHERE did it say that you had to spend $500 first, and then get the credit. All other companies including Yelp, provide the credit first and also, DO NOT make it this difficult to get your money back. Google ALSO do not have any representatives knowledgeable enough to understand a simple refund request and all they do is transfer you to online options and have 0 resolutions. Days later, I see my credit card was charged 42.92. I logged in, after seeing the propaganda for $500 credit and saw there was already a new charge for the moth of September of 48.35. I made sure to cancel the advertisement by phone and requested my refund since 9/6/22 since they make it extremely difficult for entrepreneurs to cancel it online and they do not guide you to the correct places for cancellation. I called since the weekend, they were unable to help on weekends, I called them Tuesday they transferred me to google ads and to email for a refund, no help, I contacted them by email, they responded with a generic email, I responded again, and they STILL continue to run in circles and say they cannot give me my refund, now until I pay the balance and I see they will be charging my credit card in 10 days. In total google owes me $91.31 to my credit card. I am out of patience and ways to receive help since everything is automated and no one is available to speak to that will understand the simple action of just refunding my money and they make it difficult to get it back now that it's been withdrawn. I need ALL of my money back and am extremely exhausted of trying to resolve this issue. I have had 0 leads, 0 phone calls and no help from google.

      Business Response

      Date: 09/27/2022

      Business Response /* (1000, 5, 2022/09/12) */
      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: *********************************************

      Thanks,
      Theresa
      The BBB Core Team

    • Initial Complaint

      Date:09/09/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 Apr 27, 2020, I bought Google Pixel Buds (Gen 2) from the Google Store for $215.56. It committed to a limited warranty which has since expired. In the package is a charging cable, portable charging base for the headphones, and 2wireless headphones Recently around 9/2/22, one of the two headphones broke. Then and on 9/7/22, as part of chat interactions they label as 6-8073000032962 and then 6-8073000032962, I requested for a replacement for the one headphone that broke (as is common in the industry (see for example: ****************************************). However, not only is there no repair or manufacturer defect support for these, but it is said they're at the end of their lifespan and also that there are absolutely no right earbud replacements left at all -- and that my only recourse is to buy the new Pixel Buds Pro for another $200. This seems like blatant profiteering to discontinue support of a product so soon after its release and steer customers towards expensive solutions (rather than a $30-50 earbud replacement).

      Business Response

      Date: 09/12/2022

      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 Store team directly regarding any existing orders, please contact us via this page: *******************************************store/gethelp

      Thanks,
      *******
      The BBB Core Team

      Customer Answer

      Date: 09/16/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      Hihi,
      To my eye, Google's BBB Team response is simply to direct me back to Support, so no solution is provided and no content of my complaint is addressed. I have spoken to support multiple times and provided Google Support chat identifiers in my initial complaint. The Case ID they request is Case ID ***************.
      Thanks for your help,
      ****

      Business Response

      Date: 09/23/2022

      Hello,

      A replacement for the customer and the issue has been resolved.

      Thank you,
      ******
      Google Support Team

      Customer Answer

      Date: 09/30/2022

      (The consumer indicated he/she ACCEPTED the response from the business.)
      Due to lack of available replacement right earbud, business has suggested replacing the full set of earbuds. The full set of buds are being replaced with avaialable stock -- this is an effective solution to the problem of a defective earbud since it replaces both earbuds. In this specific case, it resolves the problem with hardware support availability. Thanks to all involved in finding this resolution.

    • Initial Complaint

      Date:09/09/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      You can use Google time machine to check mine had more saves than the scab shill they used. I reached front page 10 years before ****** with a small team. I'm owed for approximately 2-3 million views by old price standards. I was uncontracted and due to never botting had a high cpm. With interest they owe me about 150 - 1 million. The game I marketed was the best selling edition of a franchise of all time. You allowed scabs to change the subject to "Drama" when the reason we were popular is we had the rank 1 spot in every position. You took the money from the real gamers and gave it to randoms copying content verbatim and let the flopping crybabies win when it wasn't a morale win to give and they fake that for attention. That's why no one cares about the scabs enough to time machine them and they may have fixed it at this point however when I checked it was 1000 saves to 5 and idk how you guys keep track of all these views that's why we had a scoreboard and dms overflowing meanwhile they have to fake their dms because none of mine sounded like that. You traded *************** for one of those ************ looking Klingons. Get my money back cancel the copy cat channels. Don't let them make excuses like last time if they want to check their own Google results to rebuke my findings lest I remind them they are pulling the same scam on twitch and the time machine showed who people thought was more important. Do you want souffle or scabs for dinner?

      Business Response

      Date: 10/10/2022

      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.

      IMPORTANT: Please note, our teams and resources are unable to assist with products and services not owned or offered by Google LLC.


      Regards,
      ******
      *** Core Team


      Consumer Response /* (3000, 7, 2022/09/21) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      They know what they did. They took money and my first amendment rights. Scoreboards exist for a reason after stealing my content I have saves of people replicating my laugh exactly with millions of viewers. The stalking or what bothers you is what they want to know not to help to steal more. ******************** They had my gf answering questions for what she thought was grains of rice for ******* kids I can't with this company they need a total restructure. ***************************************************************


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

      Google lists information published on the web by website owners (webmasters). In general, Google does not author or control the material that other people publish.

      If you want to remove a webpage from Google Search results, other than for some specific legal & privacy reasons ******************************************************, the only way to do this is if the page itself is removed from the web or if the webmaster instructs Google not to include it in search results.

      To do this, you need to contact the website owner (webmaster) and ask if they will remove or modify the page (or instruct Google to remove the page from our results). You can visit ************************************************ to learn how to contact a site's webmaster and request a change.

      If the webmaster makes these changes and you need us to expedite the removal of the cached copy, please submit your request using our webpage removal request tool found on this link ******************************************************

      Please visit our help center on link shared below for more details
      ****************************************************

      Thanks
      ******
      Google Search support team

    • Initial Complaint

      Date:09/09/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 purchase installed service from Google store for Nest Thermostat C wire installation. Google engineers ( company called *****) wrongly installed it and it cost me large heating and electricity bill. Finally I hired a local technician and he fixed it. I called Google and *****, The ***** told me that they refunded the installation fees to Google, But Google is refusing to refund the money.

      Business Response

      Date: 10/24/2022

      Business Response /* (1000, 5, 2022/09/12) */
      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 issue, we encourage you to contact us directly using the specified links below. For additional products and information, please contact us at https://support.google.com/

      If you have already reached out through Google Support channels, we ask that you please share your existing Case ID, so we can further investigate.

      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.

      Best,
      ******
      Google Support Team


      Consumer Response /* (3000, 7, 2022/09/16) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I already called Google twice. Case numbers:

      Case ID 3-************* Fri, Sep 9, 9:44 AM

      Case ID 6-*************

      But not good response, So I am writing to BBB, so that I can get my refund.


      Business Response /* (4000, 9, 2022/10/01) */
      Hello,

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

      Our specialists are currently working on this case and should provide an update as soon as they have some new information.

      We ask the BBB to provide us more time while we work for a solution.

      Your patience is appreciated while we work for a solution.

      Regards,
      ******
      BBB Core Team


      Consumer Response /* (4200, 11, 2022/10/08) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I like to wait for the responses to resolve it.

    • Initial Complaint

      Date:09/09/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 9/6, Google shut down the use of my email addresses, Sheets, and Docs associated with my domain. They have hosted my private domain email addresses for close to 15 years for free. Now they say I cannot have access to any of my private, personal information until I begin paying them. They decided I'm a business and want to charge me business rates, without having contacted me. My private writing is on the Google Docs, nothing very important to anyone except me, but I want it back! Some of it has been the accumulation of some 20 years of my life. I'm old, disabled, retired on disability, and don't have a job, let alone a business. They are claiming that I owe them money for a service that is free to everyone else! They have asked me to pay $21 per month for my email addresses, and I cannot afford that. Had they given me adequate notice, I could have removed my property from their servers, but I was out of state two weeks ago when they said my "free trial" began and have no knowledge of why my private papers are now considered a business.

      They have not given me the option of removing email addresses I no longer use, or of migrating my email to another provider such as to godaddy.com which hosts my website. I have been trying for two days to contact them both via computer and via phone, to no success. I spoke to one person who said I had the wrong department and said he would send a report to the correct department and they would contact me yesterday. I have been on hold for hours with what I think MIGHT be the right department, to no effect.

      I need to have my domain rights returned to me with all email, documents, and sheets in tact. I do not feel I need to pay a monthly fee for my email and other items, and if I do, it will not be to Google with the way they have arbitrarily decided I'm a business! It may. not be much, but that's my way to connect to the outside world and my private intellectual property!

      Business Response

      Date: 09/27/2022

      Business Response /* (1000, 5, 2022/09/12) */
      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 issue, we encourage you to contact us directly using the specified links below.

      To get in touch with our Google Domains team directly, please contact us via this page: ********************************************
      For additional products and information, please contact us at https://support.google.com/

      If you have already reached out through Google Support channels, we ask that you please share your existing Case ID, so we may further investigate.

      Best,
      Oliver
      Google Support Team

    • Initial Complaint

      Date:09/08/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Two Google Nest Thermostats were bought on Google Store on March of 2022, received on 03/31/22. Due to the shortage of professionals, we only were able to hire an electrician by the end of the month for installation.The electrician had a problem with one device, which was stuck on heat after installed, called support, and both agreed the item was defective.We tried several times to get a replacement, which only occurred in August of this year. We received the replacement on 09/07/22. Upon new electrician visit, the device again got again stuck on heat, and the support from Google judged that our HVAC wasn't compatible to their device.Given that, I called Google in order to return the item, and get a refund. They told me the window for return was 1 month after the original purchase and could only give me a $25.00 store credit. You can see their email below:"The reason for this email is to clarify our conversation via phone that the return period of the Nest Learning Thermostat ended back in Apr, 29 of 2022. So, because of that we can't issue a refund for the Nest Learning Thermostat. An option provided was for Google Store credit of $25. For your reference your case number is 9-4144000032489. If you need more help, you can contact us again and reference this case number or reply to this email to reopen your case. Have a new question? There are lots of ways to get back in touch with us below. Thank you, *****, The Google ****************** Team".Given that the first device was defective, and the second one arrived on 08/09/22, we are still in the return window for the new device received.I consider their resolution absurd and would like to return the device and get a full refund. I appreciate your help with this matter.

      Business Response

      Date: 09/09/2022

      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: 09/15/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      Google Store/Nest was already contacted as per the message. Case ID was ***************.
      This is a newly received product, I want to return it and get a refund. Please generate a return label and refund process.

      Business Response

      Date: 09/21/2022

      We've since provided the consumer with the requested resolution. We are considering this issue resolved.
      Google Nest Support Team

      Customer Answer

      Date: 09/26/2022

      (The consumer indicated he/she ACCEPTED the response from the business.)

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