Complaints

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

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• 

  Google, LLC

  1600 Amphitheatre Pkwy Mountain View, CA 94043-1351

• 

  Google, LLC

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

• 

  Google

  111 8th Ave New York, NY 10011-5201

• 

  DoubleClick Inc.

  450 West 33rd Street New York, NY 10001

• 

  Google

  85 10th Avenue New York, NY 10011

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/02/2022

  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.

  Support.google.com/google-ads/gethelp To Whom It May Concern,Google is in violation of the Electronic Transfer Act of ****. The Electronic Transfer act provides that all pre authorized debits are voluntary and also the company must have written and electronic consent before money is withdrawn. In the case at bar, I involuntarily had to enter my payment information in order to the set up of my account was not given notice that my account would be auto withdrawn. Next, I did not provide electronic or written consent of auto debit or withdrawal. When I went to google directly, the company flat out refused to refund my money. Google ads have taken about ****** without proper consent. The law also holds that when signing up for a membership or service the copy must provide clear and conspicuous notice, which was not the case. Lastly, case law also provides that the company must provide Clear and Easily understandable terms. Google did not provide such before withdrawing from y account. At this time I wish to be refunded. I have attached copies of their billing page and also proof of no written express or implied of auto withdrawal or notice of withdrawal.

  Business Response

  Date: 09/05/2022

  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

• Initial Complaint

  Date:09/02/2022

  Type:Billing 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.

  In early September 2021, my wife, ************* was researching TV services and activated YouTube TV with the understanding it was a free one month trial. She was required to provide a credit card which she assumed would be just for the one month. Within a few days, she determined that she did not want this product. The credit card that she used is one that is very rarely used. When reviewing this credit card statement in August 2022, I, *************, determined that Google had been billing this card $64.99 for the past 11 months for a total of $714.89. When reviewing their online complaint forms I determined there was not a format to clearly explain what had happened. I searched and requested through one of their complaint forms for them to please give me a telephone call or text me with a number that I could call back to explain in full the problem. There has been no such response. The details are that my wife does not remember even initiating this trial. We live in a retirement community and her memory is often not reliable. I am 72 years old and my wife is 70 years old and this was a honest mistake and no TV shows had been watched throughout this whole time. We would request not only the common courtesy to allow us to talk on the phone and to explain to Google that this was an honest mistake and therefore to refund the total amount of $714.89 back to the credit card that their records show was charged
  Reference Google complaint #
  **************
  Sincerely,
  ***********************
  

  Business Response

  Date: 09/23/2022

  Business Response /* (1000, 5, 2022/09/05) */
  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 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 YouTube TV team directly, please contact us via this page: ********************************************************
  
  Best,
  ******
  Google Support Team

• Initial Complaint

  Date:09/02/2022

  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.

  July 21, 2022 Trade in amount of 300 accepted by Google Aug 10, 2022 First Support contact Aug 15, ********************************** email I received an unsolicited email from Google saying if I purchase a Pixel 6A and trade in my Pixel 3A I would receive a ****** trade in credit to my original form of payment. I followed the process and I was approved for this amount via Trade-in ID **************. Several days after the refund was to be issued I came to find that Google did not issue it to my original form of payment but to Google store credit which I did not request nor do I want. After many chats and emails I come to find that because of another issue not related at all to this purchase (I am disputing an unknown charge from Google) they did not nor will they credit my original form of payment until I lift said dispute. I merely want Google to honor what they said and credit my original form of payment not give me store credit. Last support reply on this matter from Google says it all... "Since the resolution that you've requested is currently not possible unless the chargeback is resolved, we are currently unable to fulfill it. We'd suggest that you try the resolution that we've provided which is to contact your bank for options."

  Business Response

  Date: 09/05/2022

  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: 09/05/2022

  ***Document Attached***
  
  See Attachment/File: Pixel 6A Refund.docx

  Customer Answer

  Date: 09/07/2022

  ***Document Attached***
  
  See Attachment/File: Pixel 6A 2022 09 07 update.txt

  Customer Answer

  Date: 09/12/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  If you check the attached documents in this case you will see I reached out to Google Support first via chat then later via email many times over many weeks. As of now they still have not provided me with a case ID for this issue.
  
  Please review the information I provided when I opened this case, and if any other details are needed let me know or better yet contact Google Store Support for such.
  

  Business Response

  Date: 09/20/2022

  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:09/02/2022

  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.

  Somehow, someone signed up for a YouTube TV (Google) Subscription linking to my PayPal for $64.99 monthly. I submitted fraud claim to Google, to refund at least the last 4 months (May 25, June 25, Jul 25, Aug 25) the max time-frame allowance by Google for refund claims. This total is $259.96.
  I did not authorize this payment. No one has used this service, Google can check for streaming, use of service or whatever, it will be zero. I have no idea what this service is. I have never used it. The only thing I can think is that someone with access to my computer thought they were renting a movie and instead bought a subscription. Either way, Google claimed they would refund such unauthorized purchases. So did PayPal. Both of them are lying companies. No one has used or knowingly authorized this ongoing service and I have been trying to fight it and get my money back for 6 weeks. I filed with PayPal. They said "this was an authorized charge to Google, get Google to pay you back. If you need a refund for a payment sent using an active billing agreement, please contact merchant directly." I filed official refund claim with Google twice in June 2022 and Aug 2022, explaining very clearly, and the replies were "No. We don't have enough information. We can't help because it appears to be specific to your PayPal account which we don't have access to. We suggest you reach out to them for possible resolution." This is total bull**t. These two Mega-corporations are trying to pass to buck each other, and I the consumer am getting screwed out of hundreds of dollars for something I didn't use, receive or authorize.
  We are encouraged to use PayPal for safety, but now this agreement is screwing me out of my money.
  Google, find a way to pay me back. You have collected my money, stop trying to get someone else to pay me back for it. Figure it out.
  

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 5, 2022/09/05) */
  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 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 YouTube TV team directly, please contact us via this page: **********************************************************
  Best,
  Oliver
  Google Support Team
  
  
  Consumer Response /* (3000, 7, 2022/09/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Inadequate and inappropriate response from Oliver at GOOGLE LLC.
  Google respondent did not read claim or attached documents. Instead sent generic form letter including irrelevant advice and requesting information that had already been provided.
  
  Ive submitted claims and sought support from Google twice already with terrible experiences
  
  Please, Google, stop dodging with the robot replies.
  Use reading comprehension skills!
  Use one of your capable human beings to fix this! Thank you
  
  
  Business Response /* (4000, 9, 2022/09/24) */
  Hello ****,
  
  Thanks so much for getting in contact with us and we're so sorry to hear about the charge you're getting for YouTube TV subscription that you didn't authorized. This is definitely not something we'd like you to experience.
  
  A support agent should be reaching out to you to ensure that this is sorted out. We look forward to helping resolve this.
  
  Regards,
  The YouTube Team

• Initial Complaint

  Date:09/02/2022

  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 nightmare with Google began when I discovered our "Legacy" Google Voice, or "Personal" Google Voice phone number stopped working on June 27th. I didn't realize it until almost three weeks ago and the process to try and find answers or get help from Google is exhausting if not impossible. I finally ended up paying $40 to speak to a so-called expert with Google for an hour and then was transferred to spend a total of 4.5 hours on the phone and via chat to get help signing up for Google Workspace so I could transfer our Google Voice number over, only to be told I couldn't port my "Personal" Google Voice number over and that I would instead have to port it out to a cell phone carrier and then after 30 days, port it back to Google Voice. Well, after all of this, I discovered our business email stopped working, due to Google Workspace (DNS) whatever that is, and Go Daddy hosting. It was humiliating to find out our email wasn't working from a negative comment on ******** from a potential client that had tried to email us, but it never came through. So, not only did the lack of a working Google Voice number cost us thousands of dollars over 2 months, they cost us another client after signing up for their infernal and inaccessible Google Workspace. We cannot cancel our "subscription" to Google Voice, because no matter what we try, we cannot access the Google Admin Console to cancel it. I have responded to every email and called every number I could find, including the one that is supposed to support Workspace Clients, ************, but they will not cancel the subscription, and you cannot reach anyone that will. Every link just keeps taking you in circles. It's exhaustive, futile, and downright criminal the way Google treats people using their products. I have already secured another carrier to support our business phone line, but all Google says is "report the charges as fraud on your credit card." That's a whole other headache I don't need and shouldn't have.

  Business Response

  Date: 09/05/2022

  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.
  
  To get in touch with our Domains team directly, please contact us via this page: **********************************************************
  
  If you're unable to log into your Admin Console, please visit: ***********************************************************************************
  
  With help finding your admin, please visit: ******************************************************************************************************************
  
  For additional products and information, please contact us at *******************************************
  
  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,
  ******
  Google Support Team

• Initial Complaint

  Date:09/02/2022

  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.

  Someone used my debit card to buy ~$37 worth of movie rentals from YouTube. I was actively filing the complaint and they bought more movies as I was emailing them. I had to cancel my debit card. They said said they lacked evidence of fraud.
  

  Business Response

  Date: 09/23/2022

  Business Response /* (1000, 5, 2022/09/05) */
  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.
  
  For refund requests please contact us here: https://support.google.com/googleplay/answer/2479637?hl=en
  Or for information on reporting Gift Card Scams or other abuse, please visit this page:
  **********************************************************
  
  Best,
  Oliver
  Google Support Team

• Initial Complaint

  Date:09/02/2022

  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.

  Peace be upon you. My name is ************* My problem is with Google. I specify in YouTube. I will tell the problem, but rather a sequence from the beginning, about 3 days ago. I woke up from the light to see someone send me a comment. Thank you on YouTube, even though I have not uploaded any video for at least 6 months, and I saw that my channel I downloaded about 6 or 7 videos about Crack programs, so I felt fear for my channel, so I quickly went to change the password because this account is very bad for me, because this is the first account I started on since I was young, and after changing the password and everything, I completed the days without doing anything, just watching the videos I was suddenly logged in today to see the people that I follow on YouTube, so I see that YouTube has logged out of the account. He tried to log in every time, but it did not work until I tried from my account, and when I clicked on the YouTube icon, I was surprised by a message that said that it was not possible to access a Google product, which was determined YouTube and after examination and evaluation, although I did not violate the procedures of its forum, I discovered that they were not only prevented from entering, but also deleted my channel from YouTube, and this also suspected me that it might be related, but the hack that happened to me 3 days ago until someone confirmed to me **** that the problem may be because the person who downloaded videos after me that may be in violation of YouTube's policies and I noticed some channels also have other people that have downloaded the same videos that the hacker downloaded to me and I think it could be a data leak. I don't know what I do it, but the account is very good to me, and it is noted that they did not send me anything in my email about any suspensions or violations, and this makes me more suspicious and I need help because I am very sad after what happened and I feel rather nervous breakdown. Thank you very much
  

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 5, 2022/09/07) */
  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: https://support.google.com/youtube/answer/7071292
  
  Best,
  Oliver
  Google Support Team

• Initial Complaint

  Date:09/02/2022

  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.

  While I was in jail, over $2,500 worth of money was spent on my Google account on games that I don't pay to play. I have spent a total of over 24 hours trying to get this resolved, and Google won't do anything about it.
  

  Business Response

  Date: 09/23/2022

  Business Response /* (1000, 5, 2022/09/05) */
  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.
  
  For refund requests please contact us here: https://support.google.com/googleplay/answer/*************
  Or for information on reporting Gift Card Scams or other abuse, please visit this page:
  https://support.google.com/googleplay/answer**************
  
  Best,
  Oliver
  Google Support Team

• Initial Complaint

  Date:09/02/2022

  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.

  For the past several days I have been **** to use Google Wallet to purchase or add funds to my Metro Rail card. I have tried multiple cards, from AMEX to **** but continue to receive the error of "Google cannot confirm your card at this time. Try again." This has continued to be an abysmal experience as my **************** Platinum card continues to get denied when I try and use tap to pay as well. It's the only card that has the issue with this moronic subpar poorly implemented Apple Pay clone.

  Business Response

  Date: 09/05/2022

  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 Google Support channels, we ask that you please share your existing Case ID, so we may further investigate.
  
  To get in touch with our Google Pay team directly, please contact us via this page: *******************************************googlepay/gethelp
  
  Best,
  ******
  Google Support Team

• Initial Complaint

  Date:09/02/2022

  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 bought a gift card in store at gamestop for $10. My son tried to load it and it said it needed more info. I did what it said and loaded pics of card and reciept. Didn't hear back for a while so bought him another one for $10 online through gamestop. Again it did the same thing. I tried on my account with both nothing. It said money is on there. So i did the same thing and sent them screenshots of reciepts and card like they asked. I a week later i get email saying my APPEAL has been denied. No reason. But what appeal. I tried again and again. Ive been hung up on in there chats when im asking questions. It's so simple to fix. It's cut and dry. They've been using my money for 2 months now to make more money. I saw other reviews in here saying same thing. **************** is usless. No phone only chat and they say the same automated s*** every time. They probably make billions a year off of this. I would like to see their unclaimed gift card report for every year. The real one. This has to stop. can't believe they are getting away with grand larceny. They just say try again. *** tried for over 2 months now multiple multiple times, all for the same outcome. Straight insanity!

  Business Response

  Date: 09/12/2022

  Hi,
  
  We apologize for any frustration the customer may be experiencing because of ********************** 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.
  
  Regards,
  ******
  The Google Support Team