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

9,049 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.

Initial Complaint
Date:09/08/2022
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.
The business used my card for ******* subscription without notice or consent.
Business Response
Date: 10/03/2022
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 YouTube team directly about a paid membership or purchase, please contact us via this page: **************************************************

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

Kindly reply to this complaint with a direct link to the channel and videos in question. Thank you.

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

Thank you,
******
Google Support Team
Initial Complaint
Date:09/08/2022
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.
Hello,
I gave wrong email address (doesn't have PayPal with this email account) to get refund for "safety recall of ionic watch" in March 2022. I was told PayPal returned money to Fitbit on and gave the rep collect email address in 7/19. I called Fitbit on 8/31 (almost 6weeks after the call) since I didn't receive refund. I was told to wait til 9/8 but I haven't received the refund. I like Fitbit to give me refund for iconic watch. Thank you
Business Response
Date: 09/26/2022
Business Response /* (1000, 5, 2022/09/09) */
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 Pixel team directly, please contact us via this page: https://support.google.com/pixelphone/?hl=en#topic=9153446

Best,
******
Google Support Team
Initial Complaint
Date:09/08/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have placed an order for the Google Pixel 6a under Order *****************

I did opt for a trade in kit for my Google Pixel 5 that is in perfect condition with no cracks, scratches, or blemishes. I waited for the phone to come in and found that my trade in kit did not show up with the Pixel 6a. I did speak to customer service who told me that there is nothing that can be done at this point. I am very upset because I have has someone close to me pass away, and I am in financial stress right now, the trade in was a lifesaver of a deal.

I would like Google to please help me out. I own a lot of products and use their services as a loyal customer. All I would like at the very least is the trade in kit label. I do not mind using the packaging that came with my phone.

Thank you for understanding
Business Response
Date: 10/10/2022
Business Response /* (1000, 5, 2022/09/09) */
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 Store team directly regarding any existing orders, please contact us via this page: ****************************************

Thanks,
Theresa
The BBB Core Team

Consumer Response /* (3000, 7, 2022/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The case ID is****************

I have explained to them that I selected the trade in and have communicated via email and on the google support chat about my issue.

I have been given the runaround being told that there is nothing that can be done, and the occasional "I need your trade in ID"

I am not mad at the customer service employees themselves, but at the company for how this has been happening. I hate to complain to the BBB about it, but nothing has changed

Business Response /* (4000, 9, 2022/09/25) */
Hi,

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

Regards,
Meet
Initial Complaint
Date:09/08/2022
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 Labor Day google disapproved my google ads saying my ads and my company are counterfeit with no prove. We have been in business for several years and have never had an issue. We are a trademarked brand, we have a warehouse in ****, ******. We are alike REI but for yoga, we sell other branded names on our website Mukhayoga.com. At the same time the merchant Center team suspended our account for Misrepresentation - I find our our phone number is not where it was supposed to be?? so they suspend us and now we have to wait several days before they will do anything? this is unfair business practice that google can just say a company is suspended and not share with you what the issue except for a bot that keeps sending a scripted message, offer no prove, no company should be abled to run a business this way. I appealed the decision and days later still waiting which is costing our business. I go to the google forum and people are complaining enmasse about false positives with the google bot. I am also going to the *** for unfair business practice against small business because we know they are not doing this to *********'s, REI that give them lots of money.
Business Response
Date: 09/09/2022
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 Ads team directly, please contact us via this page: *******************************************google-ads/?hl=en#topic=9803759

Best,
******
Google Support Team
Customer Answer
Date: 09/15/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response. It is more of the same from google, giving you misinformation taking you to recourses that are just bots. Google suspended our shopping ads for no reason, my feeds are good, information is good as its been checked. We are a trademarked company. This is 9 days and google itself stats they will get back with 5 days in there policy's, they have broken there own policy's. They also said we would get emails of warnings to fix in we did not. We are losing so much money and after these past two years of what small business as at to endure. I have filed an anti trust case with the *** for small business is treated differently than big business. I want this resolved with a real person and we want to be compensated.
Customer Answer
Date: 09/29/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi *****:

It is now 4 weeks. Unbelievable treatment. You keep saying we are suspended for counterfeit - we don't make anything, we have provided invoices of the brands we buy from, we are a trademarked company. Never had a violation with google in seven years. Why is a US company dealing with Google *****? Most of our ads are shopping bar 2 ads that were search?? Our feed goes through a third party that googles knows they even checked? We are a women's small business company and we have to question the authenticity of google.
Business Response
Date: 09/29/2022
Hi ******,

My name is *****, from the Ads Escalations team. I'm sorry to hear about the trouble you've had.

I've looped in the relevant teams to look into your concern. They should reach out to you at the earliest.

Best,
The Google Ads Team
Business Response
Date: 10/27/2022
Hi ************************ understand this is taking longer than usual but please be assured, our teams are actively investigating your concern. The relevant teams are looking into all technical aspects of the issue at hand and should reach out to you as soon as they have an update.

I'd suggest reaching our support team for updates via your ticket ID: ***************.

Best,
The Google Ads Team
Customer Answer
Date: 11/02/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Googles own policy says 5 days to get back to you, it took them eight weeks. On top of that someone copied our site and used our logos in which we filled a trademark complaint with google, you would not take that site down even though we showed you a copy of our trademark, we went some else to get it taken down (not saying in public for security)in which they did in 4 hours, you allowed some one breaking the law to continue. I would like to be compensated because you broke your own polices in which we have screenshots, 8 weeks worth of compensation is fair.
Initial Complaint
Date:09/08/2022
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 Pixel 6 phone from a Google Feb, 2022. However, lately mobile data stopped working. I am unable to surf the internet without WiFi. When I contacted Google, Case ID (*****************) , I was asked to follow certain steps after which the final decision was to send me a new Google Pixel 6. The affiliated repair shop said that it was a motherboard issue and that I have the right to refuse a repair and replace my device with a new device (not a refurbished one, mind you). It has been 7 days and they have stopped responding to my emails.

When I contacted customer service again, the representatives are asking the same questions over and over again despite a clear reference to the previous case. I am baffled by this situation and since, I have my warranty in place, I ask the company to send me a new device.

Not only this, Google has had a history of sending defective new devices to customers.
Business Response
Date: 09/26/2022
Business Response /* (1000, 5, 2022/09/09) */
Hello********,

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

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

To get in touch with our Pixel team directly, please contact us via this page: ***********************************************************

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

For additional products and information, please contact us at https://support.google.com/

Thank you,
Phoebe
Google Support Team
Initial Complaint
Date:09/08/2022
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 August 6th I purchased a year of storage service and a nest hub for $99.99. The nest hub was lost in shipment. I filed a missing package claim and it was awarded (to Google). They then refused to send a replacement for the lost package, telling me I would have to buy another. I disputed the charge with my credit card. They then sent a replacement Hub and so when it arrived I withdrew my dispute. They immediately cancelled the year of storage service and now are refusing to refund me anything at all. I have told them that I will send the replacement Hub back to them (it is still unopened) if that's how they are wanting to handle this. They refuse to issue an RMA to allow me to send this back, they refuse to refund me and they have now cancelled my services. Since I withdrew my dispute I can no longer reopen it. My credit card company has issued me a refund anyway, since they know I am clearly in the right. Google did this intentionally and they have effectively stolen $99.99 from my credit card company at this point (Citi). They have also managed to waste hours of my time and dragged this nonsense out nearly a month by only ever saying that someone will contact me in ***** hours. Apparently by that they mean someone will tell me yet again to wait ***** hours, every ***** hours.
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.)
Been dealing with your trash support for weeks now. You're pretty casual about the fact that you're stealing... Case ID ***************
Business Response
Date: 09/21/2022
Hi *********,

I'm with the Google One Escalations team. I've sent you an email with further instructions so we can help resolve your Google One issues. Feel free to respond directly to that email. I look forward to assisting you.

Danika
Customer Answer
Date: 09/24/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
The link you provided is broken and instead gives a recipe for a mojito, I've pasted it below in case you need it..... Why am I verifying anything? How many different people and departments do I have to deal with? How many months will this go on? On September 3rd I was sent an email that my Google One was cancelled (why?) and that I would be refunded $99.99. I have never been refunded. What are we doing here, either give me what I paid for or refund my money.

Error 404
No page for you!!
You stumbled onto a page that doesn't exist.

.COcktail
But just for stopping by, here's a recipe of our favorite .COcktail:

Moji.co
Ingredients
3 orange wedges
3 lime wedges
2 teaspoons sugar
4-6 fresh mint leaves
2 1/2 oz white rum*
1 cup crushed ice
Directions
In one large rocks glass, combine oranges, limes, sugar and mint. Press leaves and citrus together with a wooden spoon or pestle until you can smell the sugary goodness. Now add your favorite rum, and of course, the rocks (ice for you newbies), cover and shake. When the shaker is cold, your Moji.CO is ready!

*if you're under 21, we ask that you give the virgin version a try. It's just as good (and won't get us in trouble). Just swap white rum for 2 1/2 oz club soda.
Customer Answer
Date: 09/28/2022
(Google supposedly refunded me $1.99 of the $99.99 they stole from me, yet to actually post. Here was the response I sent them after they closed the case..)

So you refunded one month of the 100GB plan (which is $1.99) that I signed up for after you stole $99.99 from me and cancelled my one year 2TB plan.. Go ahead and reopen the case and get to work on the other $98 or ************************************** I am starting to wonder if you all are completely incompetent.. You cancelled my plan (without my permission), sent me an email saying you would refund me, and then never refunded me. There's nothing to figure out really. Reinstate the one year 2TB plan or refund the $99.99.... Pasted below is the email you sent me about the refund, now just refund the money. There's nothing more to figure out and I won't accept a fraction of what you stole from me as a resolution. Let me know when you're ready to wake up here. This is theft, plain and simple... refund the money.

Your purchase from Google on Google Play has been canceled. Any charges made will be refunded.
Order number: SOP.3373-7148-6535-92842
Order date: Aug 6, 2022 1:06:21 AM EDT
ItemPrice
2 TB (Google One) (by Google LLC)$99.99/year
Tax: $0.00
Total: $99.99
Payment method:
Visa-4830
See your Google Play Order History.
View the Google Play Refund Policy and the Terms of Service.

Need help? Visit the Google Play help center.
To learn more about Google Payments, visit the Google Payments help center.
Please do not reply to this message.
(c) 2022 Google All Rights Reserved.
Google LLC, ************************************************************************************************************

Business Response
Date: 09/30/2022
Hello

We were able to locate your existing support case provided in this thread and will be reaching out to you via email. Will continue communications there.

Thanks
Google One Team Support
Customer Answer
Date: 09/30/2022
After the last response, they yet again gave me just one more month of service. How can they not understand that they owe me a year of service? This is like asking a rock for help... Here is the last message I have sent them. I'm not sure what else to do here....

Hi ****,
You all continue to claim that you are reviewing the situation, but clearly not very well. On August 6th 2022 I purchased one full year of 2TB service and a Nest Hub for $99.99. You failed to deliver the Nest Hub to me and ignored my requests for help and gave template responses much like you are now about how you were looking into things and would be back in touch within *****, over and over and over again. I disputed the charge with my credit card since you had not delivered what I purchased. This got your attention, you finally sent the Hub. I then withdrew my dispute with the credit card company, since you had satisfied my purchase. Within hours you cancelled my service and sent me an email saying I'd be refunded and then you did not refund me. I asked for an RMA for the Nest Hub and you ignored me. And now we find ourselves here, where I am owed a year of service and you are trying to give me one or two months of service instead. You owe me 2TB service until August 6th 2023, I have paid for this in full. Alternatively, you can give me an RMA to send back the Hub and actually refund me my money. I STILL don't care which you do at this point but providing me service until 30 Dec 2022 when I have already paid in full for service until August 6th 2023 continues not to be a resolution.
Customer Answer
Date: 09/30/2022
Here is another email just sent to Google. They have no idea what is going on here... They owe me a refund of $99.99, not the $1.99 they refunded me.

Yes, it appears that's exactly what you did. A $1.99 refund was posted to my credit card, see below. Now just refund the other $98 you stole from me and we'll be good to go.

Sep 28, 2022 GOOGLE *Google Storage ************ CA -$1.99
Initial Complaint
Date:09/08/2022
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.
Every time I try and use the YouTube app on my Google Pixel phone I go to search. It won't let me type in anything into the search bar and it won't let me speak into the search bar so you have no way to search YouTube. I have contacted support several times and just get stupid emails back saying to clear cache, clear data which I've done a million times. I need an actual fix not being told to do something that I've already done.
Business Response
Date: 10/04/2022
Business Response /* (1000, 5, 2022/09/09) */
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.

To get in touch with our YouTube team directly about a paid membership or purchase, please contact us via this page:**************************************************

Best,
Oliver
Google Support Team

Consumer Response /* (3000, 7, 2022/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That's the same canned response I've been getting from them directly. I was hoping filing this complaint will be able to talk to a person and get this actually resolved. That doesn't seem like they want to. It's not working. Getting help isn't working. You giving me the same response here as you did when I went to the help page or telling me to go to.

Business Response /* (4000, 9, 2022/09/21) */
Hi,

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

Regards,
Meet
Initial Complaint
Date:09/08/2022
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.
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.)
Initial Complaint
Date:09/08/2022
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 signed up for Google ************* Ads which are Google Guaranteed paid for leads. Somehow their system, I assume, initiated a google ads campaign. I have spent over $1200 on a program i did not want. I logged into my local service ads and paused the campaign and was still getting charged. I just figured out today they had a google ads campaign going. I have spent two hours on the phone trying to cancel the ad click campaign. Every time I give them the account number, they switch me back to the local service ads department. The local service ads department then switches me back to the google ads department. I tried billing also to no avail. I final figured out how to pause the account a few minutes ago. I am just upset that I could not get anyone on the phone with google that could even find the google ads campaign they were charging me for. The other thing is, they are showing over 700 clicks I am supposedly getting each month, but if you search my business it doesn't show up on google. My business name is All *** Services of East ******. Searching name exactly is the only way it pops up. I am new to the business. There isnt 700 people that know the name of my business.
Business Response
Date: 09/09/2022

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 Ads 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: 09/15/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not sure if ****** even read the concern. The page I was directed to is completely irrelanvant to the issue I mentioned. She then directed me back to google ads for support which is exactly what I spent 2 hours doing as mentioned in the initial complaint. Google ************* would pass me off to **************************** who would then pass me back to Google Ads and so on and so on. It was a Google ************** issue but not a single person I dealt with was willing to look into the issue. Easier to just pass me on to someone else. The question about the charges and how they came about were not addressed either. It just may be one of those things were google is now so large they have no desire to worry about a single individual concern. Not surprising.
Business Response
Date: 09/30/2022
Hello from Google,

We are sorry to hear that your experience using our products was frustrating and apologize once more for any inconvenience this may have caused.

We are currently looking into your case and need additional time to investigate. We will get back to you as soon as we have an update. Thank you for your patience.

Sincerely,

The ***** Services Ads Team
Business Response
Date: 10/11/2022
Hello from Google,

We are sorry to hear that your experience using our products was frustrating and apologize once more for any inconvenience this may have caused. To resolve this, we have looked into your complaints and hope to have provided a satisfactory resolution herein.

It looks like you currently have two advertising campaigns live with Google; one with ***** Services Ads by Google and one Google Ads. Google Ads is a pay per click model and charges you based on how many times an individual clicks. This is the ad generating the click count you were referring to and the majority to the charges on your accounts. We've looked into the account and records indicate the account was opened on 6/20/2022. If you would like to contact Google Ads regarding your charges, please contact them directly at ************** during business hours Monday-Friday 9am-9pm PST. I have provided their *********** herein.

Google Ads ***********: *************************************************************

Your second ads campaign is with ***** Services Ads by Google (Account Customer ID *************. ***** Services Ads by Google is a pay per lead service in which you are only charged based on the number of valid customer inquiries you receive. To date you have only been charged for 1 lead in June for 76 USD. To view your live online advertisement for your business, you can enter in your service type "water damage" and your servicing locations in our ***** Services Ads Provider Search tool linked below. If you would still like assistance with updating or pausing this account at any time please contact our team directly at ************** (Monday-Friday, 9 a.m.-8 p.m. EST). I have also provided the ***** Services Ads by Google *********** herein if you need further assistance.

***** Services Ads Provider Search Tool: ************************************************************
***** Services Ads ***********: **********************************************************?

Please let us know if you have any additional questions or need further assistance adjusting your online campaigns.

Sincerely,
The ***** Services Ads Team
Initial Complaint
Date:09/08/2022
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 don't remember signing up for a Google membership for music, they take out $10.97 for 4 months and I never use Google music.
Business Response
Date: 09/09/2022
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 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

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