Business Profile

Internet Services

Google, LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

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

Customer Complaints Summary

9,027 total complaints in the last 3 years.
3,236 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:09/01/2022
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 21 I purchased a Google play card I put the code in and it showed in my Google account that the right amount of money went in. On August 22 when I tried to use it it said a error occurred try later that went on for about 6 hours so I contacted them and they said they would have it resolved in 24 to 48 hours. It's now been ********************************************************************************** 24 to 48 hours it will be resolved.
Business Response
Date: 09/02/2022
Hi *****,

We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************

If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

For refund requests please contact us here: *******************************************googleplay/answer/2479637?hl=en
Or for information on reporting Gift Card Scams or other abuse, please visit this page:
*******************************************googleplay/gethelp

Thanks,
*******
The BBB Core Team
Customer Answer
Date: 09/06/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm not satisfied with any of the answers Google has given me or excuses. It shouldn't take 15 day and still not resolved.
Business Response
Date: 09/19/2022
Google has further reviewed your request. The gift card is ready for redemption. Kindly retry redeeming the gift card. For further details on your case, please refer to your email with subject case 5-1895000032873.
Customer Answer
Date: 09/21/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Google is a huge company and I don't feel it should take 3 weeks to resolve a problem. The people answering the calls are like robots always saying the same thing 24 to 48 hours it will be fixed, this went on for 3 weeks always saying they will send it to a higher team that would fix it. Anyways I will not recommend using Google play cards.
See Attachment/File: Download Complaint Form.cf.rtf
Initial Complaint
Date:09/01/2022
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.
Just a few hours ago today I realized I and my two daughters have no phone service. I bought a Google Fi phone service almost two months ago. We got the phone on rebate and I tried to transfer our numbers from Consumer Cellular. After a few days of trying I contacted Google Fi about getting new numbers through their chat service. I made it clear I was worried about loosing my rebate since there was a message about that when I log in. However there was no detail about how to prevent the loss of rebate. I figured as long as we got new numbers and we paid the regular billing that there should be no problem. However, I was just informed by a Google Fi rep in chat that the rebate failed due to the fact that the numbers were not transferred. I hope that I am making sense about keeping my rebates and performing due diligences in retaining my rebates. I was billed $85.17 on July 30, 2022. I was promised a transcript of my chat I was in a few minutes ago but yet have I received it.
Business Response
Date: 09/02/2022
Hi ******************* 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 Fi team directly, please contact us via this page: *******************************************fi/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.)
I was given the same runaround. Apparently because the transfer of numbers is part of the terms of contract the rebate was voided. I tried more than once to let their representatives on chat lines know that I did not want to loose my rebates. When I tried to transfer my number in a chat session the representative said I could not. This is incredibly stupid to me. I feel like I am an adult dealing with a petulant juvenile. I can say with all truth that Google does not care about their customers.
Business Response
Date: 09/30/2022
Hello BBB Team,

Thank you for bringing this user's issue to our attention. We are unable to locate a Google Fi customer with the information provided on the complaint. If the issue is still not resolved, we ask that the user respond back to this complaint with their Google Fi email address, phone number, or a support case ID so that we can investigate the issue.

Thank you,
The Google Fi Support Team
Initial Complaint
Date:08/31/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I got declined for my Google Play store transactions after making dozens and a variety of transactions without a issue, then suddenly I try to make two discord nitro in-app purchases and the second one failed. I contacted support that raised a ticket and now I'm barred from making any purchases without verifying my payment method -- which is understandable because I actually have experience in fraud prevention and I am totally fine to provide that relevant information. However, it is asking for payment methods that I no longer have and removed from the account months ago. I am happy to provide a picture of my card ending in **** as well as a copy of my billing statement for that particular card. This is the only card I have been using for months and it was declined as a result of unusual activity and yet your verification team decided to "verify" cards that haven't been used or been on my account for months. There was a reason why they were removed and not being used. There is no reason or logical sense in asking to verify cards that haven't been used nor are they even on the account.I have attached proof of my card ending in **** as well as my license with the driver's license number removed for privacy and security purposes
Business Response
Date: 09/01/2022
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 can further investigate.

For refund requests please contact us here: *******************************************googleplay/answer/2479637?hl=en
Or for information on reporting Gift Card Scams or other abuse, please visit this page:
*******************************************googleplay/answer/9057338?hl=en

Best,
******
Google Support Team
Customer Answer
Date: 09/06/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Case ID ***************

The rep stopped responding to me because he doesn't know how to help. There's no way to contact the verification department to explain why I cannot provide card information for two cards I no longer have. I attached all verification documents plus a statement to further verify I am the owner of the card I am using. Please unblock my account and make it so I don't have issues using my card.

Once again I cannot contact through the normal channels because there is no contact for this kind of issue. You should be able to escalate it and talk to the verification team and see the proof I've provided along with license to verify my card..
Business Response
Date: 09/16/2022
Responded to customer by email. Waiting on more details.
Customer Answer
Date: 09/21/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
Google Support has reached out to me and I was able to verify the payment method that was deemed suspicious in question. It took a really long time but I'm glad it's finally over with!
Initial Complaint
Date:08/31/2022
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 can't sign in, so I called your toll free number. All it told me was I need to go to a website to get help. I was already at that website and still not able to get into my account. There is NO WAY to get a hold of a human being.
Also, out of no where the information in my contacts disappeared. For example, when you label a phone number or an email, etc. All of those labels are gone. Do you think I can find someone to help me - oh no!
Business Response
Date: 10/21/2022
Business Response /* (1000, 5, 2022/09/01) */
Hello *****,

We apologize for any frustration you may be experiencing as a result of Google products or support. For the best and fastest support for your issue, we encourage you to contact us directly using the specified links below. For additional products and information, please contact us at https://support.google.com/

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

For Account Recovery issues, we recommend checking "Tips to complete Account Recovery steps" ( https://support.google.com/accounts/answer/7299973 ) for help.
If your account is disabled please go to this page: https://support.google.com/accounts/contact/disabled2

Best,
******
Google Support Team

Consumer Response /* (3000, 7, 2022/09/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am a Google One account holder. Currently my google calendar is not syncying to my phone/laptop and vice versa. Also, I have clients who are listed in my contacts all have a label on the phone number - however out of the blue they went away. As you can see I need a real human being tech support person to help me thru this...not another website to refer me to (plus I've already been to all of those and found no help anywhere). Please have someone contact me. Thank you, ***** ******

Business Response /* (4000, 9, 2022/09/16) */
Hello,

Thanks for the Google Account Recovery request.

We've sent an email to your contact email address with case ref 1-*************. Please visit the link below for Tips to file an Account Recovery request.

https://support.google.com/accounts/answer/7299973

Regards,
The Google Team.

Consumer Response /* (4200, 11, 2022/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Well, I don't really need recovery. I need two things: 1) When I make a calendar entry on my phone it doesn't show up in my calendar on my laptop.
2) Some of my contacts are missing labels - for example: I have a client with a lot of different phone numbers, I had them all labeled in order to knnow what they are, but now the labels have just disappeared.
Even tho there are not many contacts that have missing labels, it's still a problem because I still don't know what those phone numbers are for. Plus I'd really like to know how that happened. I would think Google would like to know as well.
Thank you, ***** ******

Business Response /* (4000, 13, 2022/09/28) */
Hello *****,

Google provides dedicated support for each of its products and services. The type of support (web-based, email, phone, or chat) varies for each product. Fortunately, we offer dedicated web-based support for synching your account and managing your contacts.

For your convenience I have linked below the most helpful articles for your issue:

-Fix sync problems with the Google Calendar
https://support.google.com/calendar/answer/6261951?hl=en&co=GENIE.Platform%3DAndroid

View, group & share contacts

-https://support.google.com/contacts/answer/30970?hl=en&co=GENIE.Platform%3DAndroid

As an additional resource, I recommend a review of our Community Help Forums:
https://support.google.com/calendar/community?hl=en
Connect with other users, learn about features and feedback, and engage with members of the Google team.

To ensure the quickest response time and resolution, we also recommend that you send feedback through our dedicated feedback channels instead of by email.
https://support.google.com/

I hope this extra information alleviates your concerns.

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

Consumer Response /* (4200, 15, 2022/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Just curious, what products do you offer phone support for?
Initial Complaint
Date:08/31/2022
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 $25 Google Play gift card from a local Rite Aid (Store ****** at **********************, ********). When I tried redeeming the code, I received a pop-up notice asking for more information, a screenshot of which included in this form. I followed the link providing the required information and have not received any kind of response from Google, including the typical auto-reply email which would let me know that the request for assistance was processed and as pending investigation. In addition, they are not receiving calls at their customer care line (*************** due to COVID-19 restrictions. I also did try to seek a return of funds at the location of purchase, an was told that they were just third-party vendors and that those claims were handled by Google.

Since I am unable contact them directly, I am seeking your assistance I rectifying the matter. Thank you for your help.
Business Response
Date: 09/29/2022
Business Response /* (1000, 5, 2022/09/01) */
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.

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:
https://support.google.com/googleplay/gethelp

Thanks,
Theresa
The BBB Core Team

Consumer Response /* (3000, 7, 2022/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I purchased the gift card and the code gave an error message as soon as I entered it. Rite Aid, the store of purchase, does not refund those types of cards and referred me back to Google. The customer service line provided has suspended connecting called to representatives due to COVID. They suggested contacting them online and they responded as follows:

"According to our system, your Google Account or one of the Play Gift Cards you submitted isn't eligible for appeal.

Please refer to the Google Play Help Center for more information and reach out if you have any further questions. Google Play gift cards, promotional codes, & balance."

I am essentially repeating he same steps with no resolution. I also sent them a photo of the front and back of the card, along with the code, to which I have received no response.

I humbly request your assistance in prompting Google to refund me or credit my account with the full sum of $25.

Thank you.

Business Response /* (4000, 9, 2022/09/19) */
We have reviewed the case. Our team has done their due diligence in this matter of investigation. Google's terms are clear on refunds when it comes to Play gift cards. *****************************************
We recommend that the customer contact the retailer.

Consumer Response /* (4200, 11, 2022/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Merely saying they don't accept refunds is not acceptable. I purchased a physical card at a store. They do not refund purchases there referring me to Google. Their customer representative line is not in service, they do not offer a live online representative. Furthermore, I sent the proof they requested in order to review my appeal, to which they never responded. Therefore, I am entitled to a refund.
Initial Complaint
Date:08/31/2022
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.
Please update my business address to:
***********************************************************

As I have requested. It is illegal for me as a Real Etstae agent to advertise the wrong address and/or number. Or tou can connect me to your legal department because of not fixed in the next 24 hours, I will have to file a complaint against Google. I am a Pennsylvania Real Estate Agent and you MUST update my address at submission.

All proofs of documentation has been submitted as Google as not sent me a postcard (as there as been many others) to verify my address again. It goes against state law for the state of Pennsylvania and governmental laws for MANY REAL ESTATE AGENTS. My account has been verified once and when I changed my address this should have been updated and is not. System MUST change for Real Estate agents as this is law for Real Estate Commissions for our address to updated as a matter (again) of LAW.
Business Response
Date: 09/19/2022
Business Response /* (1000, 5, 2022/09/01) */
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 their issue, we encourage you to contact us directly using the specified links below. For additional products and information, please contact us at https://support.google.com/

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

To get in touch with our Google My Business team directly, please contact here: https://support.google.com/business/#topic=4539639&contact=1 Please remember to provide the email that owns or manages the GMB page.

Best,
******
Google Support Team
Initial Complaint
Date:08/31/2022
Type:Order 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'm a disabled veteran and I filed a claim within the filing time period to receive google claim money. My google claim is-Your google claim was successfully submitted! Settlement Claim ID: *********** Claim Confirmation Number: 3721578.I need google to mail my claim check to my address on file because I never received my google claim check. Please assist BBB.
Business Response
Date: 08/31/2022
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 *******************************************

Thanks,
*******
The BBB Core Team
Customer Answer
Date: 09/06/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted google & need settlement claim checks for case claim kqk5746370, claim confirm *******, & claim *************, claim confirm # *******. next step is the office of inspector general. Neither claim check was received.
Business Response
Date: 09/19/2022
Google has further reviewed your request. Google is currently investigating the submitted claim. For further inquiries regarding your refund request, we recommend working directly with Google Play support. *****************************************************************************
Customer Answer
Date: 09/27/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
AGAIN ****** VS. GOOGLE SETTLEMENT CLAIM PAYMENTS ARE NEEDED
Business Response
Date: 10/20/2022
Customer needs to follow their claim and wait for the settlement to completely process. Emailed this information to the customer. Issue has been answered.
Initial Complaint
Date:08/31/2022
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.
Contacted Google about a suspension to my Google Pay account. I filled out the form and sent my ID as requested, never heard back from them. Only way to contact them was through chat. If you call the number they give you, it hangs up if your issue is outside the two issues the automated system prompts for. During th second chat interaction, they were giving me the run around prompting me to visit the same FAQ page that got me to the chat in the first place. There was no way to speak with a specialist or a supervisor, no way to speak with someone on the phone. This is no way to treat loyal customers, but where do you go? They're basically a monopoly. I would hope something is done to make them improve their customer service, with the amount of revenue they make, the least they can do is have the common courtesy to speak with their customers over the phone! Thus far nothing has been accomplished on my isse and I sit here waiting on an email!
Business Response
Date: 09/19/2022
Business Response /* (1000, 5, 2022/09/01) */
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 Pay team directly, please contact us via this page:

https://support.google.com/pay/gethelp

Thanks,
Theresa
The BBB Core Team
Initial Complaint
Date:08/31/2022
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 March 18, 2022 I bought a Google Fi phone based on the advertised special they had on a 5 G phone. The Google representative also told me to turn in my current Google phone for a $155.00 credit. I told her the reason I am turning in my phone is because the battery had expanded. I told her the phone worked perfectly fine. I did not have any other issues. She told me that Google would credit me with $155.00, even with an expanded battery. I turned in my phone, and received an e-mail stating that because of the expanded battery they were not giving me anything for my phone. Prior to turning it into Google I had gotten a price quote to fix the phone of $75.00. The only reason for not fixing and keeping the phone was that Google was giving money for turning it in. The fact that Google was offering a reduction in price on a new 5G phone, plus money for turning your phone in for $155.00 made me purchase the 5G phone. I could have repaired the phone, and been better off. I have contacted Google and they stated they would send me an e-mail concerning the $155,00. That was a month ago, and absolutely no contact. I am now having software issues with the new phone they sold me. They are not accepting my account number when I call them. I am not even able to talk with customer service.
Business Response
Date: 09/01/2022
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 Fi team directly, please contact us via this page: *******************************************fi/gethelp

Thanks,
*******
The BBB Core Team
Customer Answer
Date: 09/08/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I have tried to reach Google Fi, both by using their website, and by phone. I have talked with there representative that stated I would receive an e-mail with a case number, and Google Fi's response to the taking my phone without consideration or remuneration. After not receiving a call or e-mail I tried calling the numerous phone numbers for customer service. A prerecorded message coming on the phone, and states they need your account number to continue. No where do they post your account number. I tried my phone number several times, just to get hung-up on. This is customer no-service and a way to illegally promise compensation for turning in my phone to them, so they can something for free, and then turn around and sell it. Current phone they sold me is a total disaster!
See Attachment/File: 9-7-2022 Google Fi Better Business Bureau complaint.docx
Business Response
Date: 09/23/2022
Hello BBB Team,

Thank you for bringing this user's issue to our attention. Upon review, our trade in team determined that the Pixel 4 XL had a swollen battery when it was evaluated. Due to this, the trade in value stands. We will not be able to make an exception.

We ask that the BBB close this complaint.

Thank you,
The Google Fi Support Team
Customer Answer
Date: 09/27/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
The Google Fi representative told me that it did not matter that the battery was swollen. When evaluating whether to buy a new phone or replace the battery on the older phone, the rebate on turning in the older phone was the deciding factor. I was promised $155.00 on the Pixel 4 as is. The decision still stands, I want to made whole. Either give me what was promised or return my Pixel 4, which was in good working order, and refund me the money spent on the Pixel 5a. I will return the Pixel 5a, and cancel service. Is anyone reading what I have sent to the Better Business Bureau. There are other people that have had similar instances with Google Fi. This not an isolated instance. I want them to stop stealing people's phone!
See Attachment/File: 2022 **** Google Fi Better business letter.abw
Business Response
Date: 10/07/2022
Hello BBB Team,

While we'd like to provide an exceptional support experience, it is necessary that we adhere to our policies. We are unable to accommodate the user's request.

We ask that the BBB close this complaint.

Thank you,
The Google Fi Support Team
Customer Answer
Date: 10/14/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
To take property by promising compensation, knowing that you are not willing or able to give stated compensation is theft. To drop this case would be a travesty of justice to the other customer of ********************** Fi that relied on Google Fi statements. This would undermine the very principles that people operate under, that a person word is their bond. What is next. Are we as a people going to make coercion legal?
Initial Complaint
Date:08/31/2022
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 received a letter from YouTube stating that I "violated" their community standards and that "YouTube doesn't allow repeated abusive, hateful and/or harassing comments that violate our Community Guidelines." So I sent them a request as to WHAT WAS SAID that "violated" this standard. All I got in return was an email that stated "We reviewed your channel carefully, and have confirmed that it violates our hate speech policy. We know this is probably disappointing news, but it's our job to make sure that YouTube is a safe place for all." No examples or what exactly violated said policy.Since their "transparency" seems to only receive lip service from this company and their parent company Google I expect the following if they don't wish for me to continue this through the courts:1. Every example of what was published that violated their community standardDay, Date, Time and Web Page2. Full reimbursement of funds for the movies that were paid IN FULL AS A PURCHASE not a rental from them.If not then I may just decide to follow this up through the courts.I will upload the receipts to verify said purchases if they refuse to comply.Sincerely ******************
Business Response
Date: 09/30/2022
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:
https://support.google.com/youtube/answer/2802027?hl=en&co=GENIE.Platform%3DAndroid

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 https://support.google.com/

Thank you,
Phoebe
Google Support Team

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Google, LLC is NOT a BBB Accredited Business.