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

9,052 total complaints in the last 3 years.
3,247 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: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 Nest Learning Thermostat for $250. It worked great for about 3 months until it stopped working with what appears to be a very common issue. The initial troubleshooting call was great and they got me set up with the steps to order a replacement. Even though they required an authorization hold on my credit card for the price of the replacement device, I went ahead and did it since they seemed knowledgeable on the phone. This is when everything started to go wrong. It took 4 days to receive the device which left me without air-conditioning, in the middle of the summer heat, for that time period. When I received the replacement device, it was not a new replacement but a refurbished replacement that was defective upon arrival. I spent another hour and a half on the phone with support and was told the device needed to be sent back to them. They informed me that I would have to return the device to them, they would inspect it and remove the credit card authorization hold, and then I would be able to order a replacement device for the replacement device which requires another authorization hold on my credit card. I was given a second option to be charged for another replacement device now which effectively put me on the hook for $500 additional to the original device price of $250. Since I no longer trust that Google and Nest are capable of supporting their product or doing right by their customers, I have to wait another week to get a refurbished replacement thermostat which will leave me without air-conditioning in the middle of the summer heat for two weeks. Google, be better, and treat your customers fairly. Your product has a flaw...that happens but you need to be there for the people that give you their hard-earned money for your products. You could have simply sent a replacement while you waited to receive my defective replacement.
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: 09/16/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a boilerplate copy of a response that solves nothing. In fact, its the same lack luster response I've received in every single call I've had wit you all.

You can follow my case through the several case numbers I've received for the same issue. They are as follows:
1) 3-5030000033111
2) 4-1387000032762
3) 2-3017000033074
4) 1-1504000033578
5) 5-5153000033266
Business Response
Date: 09/30/2022
Hi BBB,

We've reached out to the customer to assist in a resolution.

Thanks,
Google Nest Support
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: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:09/07/2022
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.
Switched from ******* (which worked at my place) to Google Fi. Bought a Pixel 6 Pro on the monthly installment plan. The issue is that Pixel 6 Pro using Google Fi doesn't work at my house.I cannot make or receive calls even when using WiFi. I notified Google IMMEDIATELY as soon as I received and activated the device and realized that this was the case.Since then, I have contacted them REPEATEDLY via all channels (chat, email, feedback process, phone call), and no resolution. Every other device I've had in the past (Android, iPhone) has worked here using WiFi. Even Google Pixel 2 worked here but the carrier was *******. This is the point that they refused to accept. If this phone cannot work at my house, it is useless to me.They keep telling me to MOVE, and then the device (pixel 6 Pro) will work using your carrier (Google Fi). This is NOT a viable option.Given this, I wanted to be reimbursed so I can find another carrier that can provide me with the service I need. The reimbursement would be that I will return the device (Pixel 6 Pro) and not be charged the remainder of its cost. They insist that since I'm making monthly payments on the phone, I will need to pay the remaining balance as it's past the return period.The reason that it's past the return period is that google wanted to investigate and troubleshoot the issue. When they finally came back and said that they could not fix it, the "return period" had expired. This is why I have to change to another carrier.Basically, they are forcing me to pay for a phone that doesn't work. If I had been told this IMMEDIATELY then I would've returned it within the 15-calendar day window.It is not fair for me to pay for something that never worked here from the moment I received it.
Business Response
Date: 09/08/2022
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 Google Fi team directly, please contact us via this page: *******************************************fi/gethelp

Best,
******
Google Support Team
Customer Answer
Date: 09/14/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I have tried to contact Google support repeatedly to resolve this matter equitably. Contacted BBB ONLY when all such efforts failed.

I received an email from a google specialist to return the device (Pixel 6 Pro). I have done so and am waiting to see how Google handles this.

I should get a refund. In my case, this means that I will not be responsible for the remainder of the phone's cost.

thanks,
Business Response
Date: 09/26/2022
Hello BBB Team,

We thank the customer for providing us with this information. The customer has returned the device and closed their Google Fi account. The customer's issue is resolved and thus no further action is required. We ask that the BBB close this case.

Thank you,
The Google Fi Support Team
Customer Answer
Date: 09/30/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
I returned the device and ********************** Fi has agreed to not charge me for said device.
Initial Complaint
Date:09/07/2022
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 have tried on several occasions to cancel my subscription and have not had any luck, would like the subscription cancelled and a refund for the last 12 months. I used it for a month and cancelled
Business Response
Date: 10/11/2022
Business Response /* (1000, 5, 2022/09/09) */
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.

For help canceling a Play Store subscription:
https://support.google.com/googleplay/workflow/9827184?hl=en

For assistance in canceling a Chrome Store subscription: https://support.google.com/chrome_webstore/answer/1060830?hl=en

For canceling a paid storage subscription with Google One:
https://support.google.com/googleone/answer/9056360?hl=en&co=GENIE.Platform%3DAndroid

For assistance with canceling a business profile subscription:
https://support.google.com/a/answer/9420777?hl=en

For help canceling a paid YouTube subscription service:
https://support.google.com/youtubetv/answer/7298539?hl=en

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

Regards,
Phoebe
BBB Core Team

Consumer Response /* (3000, 7, 2022/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
youtube tv is the issue that were are having. it states that i have a subscription when I don't. I need to be issued a credit card to my debit card

Business Response /* (4000, 9, 2022/09/29) */
Hello ********

Thanks so much for getting in contact with us and we're so sorry to hear about you being billed for the subscription that you've already cancelled.

Would you mind contacting our support 1:1 team so we can have someone help you further investigate this and provide you with the best resolution possible? You can contact us by making sure you're logged into the Google account you used to purchase the subscription and navigating to:

https://************************************

We look forward to helping resolve this.

Regards,
The YouTube Team
Initial Complaint
Date:09/07/2022
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 gmail account had some malware so i removed it now i cant get back into the account google keeps telling me they dont have enough information
Business Response
Date: 09/08/2022
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 Account Recovery issues, we recommend checking 'Tips to complete Account Recovery steps' (*******************************************accounts/answer/7299973) for help.
If your account is disabled please go to this page: *******************************************accounts/contact/disabled2"

Thanks,
*******
The BBB Core Team
Customer Answer
Date: 09/14/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
i would like to speak virtually to a real google rep
See Attachment/File: Screenshot 7.png
Business Response
Date: 09/20/2022
Hello Sincere,

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

For Account Recovery issues, we recommend checking 'Tips to complete Account Recovery steps' (******************************************************************) for help.

If your account is disabled please go to this page: *********************************************************************

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

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

Thank you,
******
Google Support Team
Initial Complaint
Date:09/07/2022
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.
My name is ******************************** and I purchased the Google Pixel 6 Pro on 3/17/2022 (order number GS4617-0878-2140). I received an empty phone box on 03/22/2022. I immediately reached out to the Google Store by email on the same day. I was told they would launch an investigation. During the investigation they only threw ball back into each others court there was never a resolution so I contacted my bank (synchrony bank) where they launched an investigation that would take 90 days. ************** then replied that since Google informed them that I received an empty box they believe I received a phone so the bank closed the investigation after informing me to call back to dispute again with Google. I did speak with Google again and I was told to reach out to the first representative that started the original investigation. I don't remember who that person was or their email and Google wouldn't tell me who that person was. I searched for them but looks like I deleted the original email and I can't seem to get it back. They should be able to search for the phone or do find my phone or do a cellphone ping to find the location of the phone to see that it was never in my possession.My hope is that Google will reimburse the bank the money that was paid or send me the phone!
Business Response
Date: 09/08/2022
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 Pixel team directly, please contact us via this page: *******************************************pixelphone/gethelp

Thanks,
*******
The BBB Core Team
Customer Answer
Date: 09/14/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
I agree with their response. They replaced the phone and I received the device on yesterday. I just wished this could've been the outcome directly with the Google pixel team department from the beginning!
Initial Complaint
Date:09/07/2022
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.
Google refuses to acknowledge a manufacturers defect in its Pixel 5A phone and will not cover any repairs for a defunct product. I filed a complaint with their support and the only resolution was to make me pay for any repairs that were offered which is unequivocally unacceptable.
Business Response
Date: 09/26/2022
Business Response /* (1000, 5, 2022/09/08) */
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 Pixel team directly, please contact us via this page: https://support.google.com/pixelphone/gethelp

Thanks,
Theresa
The BBB Core Team

Consumer Response /* (3000, 7, 2022/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My case ID is ******************

Business Response /* (4000, 9, 2022/09/20) */
Hi,

I am already assisting the customer in Case****************. I will close the loop here when we reach a resolution.

Regards,
Meet

Consumer Response /* (2000, 11, 2022/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Replacement phone was sent.
Initial Complaint
Date:09/07/2022
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.
The waymo vehicles in the San Francisco area have been following me everywhere. And stalking me and are like paparazzi they have the stop . They almost ran me over. The Waymo cars are following me everywhere I go in the San Francisco area. They have to stop . They are stalkers. I ask it stop. It is from the waymo cars.
Business Response
Date: 09/26/2022
Business Response /* (1000, 5, 2022/09/08) */
Hello*********

Thanks for taking time to share your product or service feedback with Google. Unfortunately, the product or service that you're contacting us about isn't a Google product or service as you've mentioned *******.
For specific contact info, refer to their website (**************************). If your concern is indeed with Google Support, please respond with the information requested below.

1. What is the Google product that you are experiencing issues with?
2. Any previous case ID that you could provide?
3. Any other information that could help us investigate this case.

Once we receive this information, we should be able to assist you further.

Best,
Oliver
Google Support Team
Initial Complaint
Date:09/07/2022
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 ads suspended my ad account immediately upon creation due to "suspicious payment". I used my own personal credit card which is in good standing. I attempted to file an appeal and I got back an automated response stating my ad account was still banned and to never make a new one again. This is hurting my small business badly as google is pretty much a monopoly in the search space and no I am banned from advertising on it. Google has a long history of banning ad accounts from small business owners like myself making accusations of "suspicious payments" without even stating what exactly is the issue. Attempting to contact google ad support is pointless as they simply re-direct you to file an appeal which I have already done with no solution or they hang up on you.Google is harming thousands of small businesses due to their unjust automated bans of using their services with no solution for the business owner.I want my google ad account reinstated. I do not have a suspicious payment. I am using my own credit card. No fruad has taken place I am not a criminal , I am an honest small business owner.
Business Response
Date: 09/08/2022
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 Ads team directly, please contact us via this page: *******************************************google-ads/gethelp

Thanks,
*******
The BBB Core Team
Customer Answer
Date: 09/14/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response as they simply provide dead end options which I have already gone though that does not result in being able to actually speak to a human being regarding fixing my wrongfully suspended account. I do not have a case number.

I want to talk to a human being about my account being wrongly suspended due to "suspicious payments" when I simply used my own credit card.

Google should not be able to treat small businesses owners this way.
Business Response
Date: 09/28/2022
Hi *********,

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

There's a specific team that reviews suspended accounts. After reviewing your case and taking your feedback into consideration, they've confirmed that your account was and still is in violation of our Google Ads policies.

However, if you believe there's been an error, and that you haven't violated our policy, submit an appeal ************************************************************************************** and explain why. We aim to review your appeal within 5 business days but sometimes it can take longer.

We only reactivate accounts where there's a good reason. Take the time to be detailed, honest, and accurate in your appeal. Learn more about why we suspend accounts and the reasons we take these actions: *******************************************************************

Best,
The Google Ads Team
Customer Answer
Date: 09/30/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
The only response I will accept is a phone number and someone to talk to! I was suspended for suspicious payment for using my own credit card! I have filed an appeal and was honest and I got rejected. If there is another violation I do not know about I need to be told what it is! I have no idea what violations I as an honest small business owner is being accused of! I want to talk to someone! No more filing your pointless "appeals"! I am tired of the way google treats small business owners its disgusting.

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Google, LLC is NOT a BBB Accredited Business.