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

9,036 total complaints in the last 3 years.
3,256 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:08/29/2022
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 had cellular service through the company "Google Fi".Within the last year and a half, Google Fi has attempted to withdraw funds from my banking account without an invoice, billing statement or permission otherwise.On Monday, August 24, 2022, Google Fi debited my account as an unauthorized charge for the amount of $1384.49. This transaction occurred without permission.I promptly contacted the customer support services for ********************** Fi and requested the funds back to my banking account and that measures be taken to prevent this situation from happening again.The customer support representative informed me that is was due to an error in their system causing a charge for the full MSRP of the cellular device.This charge was determined to stem from a device replacement "RMA" process.Google Fi had claimed the device never had been returned. I provided the necessary information for the customer support representative to locate the device return information and determine the charge was invalid.A refund was summarily issued and the funds were returned to my bank account on Wednesday, August 24, 2022.An assurance was made that this situation would not occur again and the proper notation had been documented on my now closed account.In the evening of Friday, August 26, 2022, a transaction of $1384.49 was debited from my bank account from Google Fi without notice, invoice or permission otherwise. I've contacted the customer support team again to have the issue corrected. There have been no assurances made and seemingly, no effort has been made to correct this situation once and for all.I pressed the issue once the customer support representative claimed the charges to be valid and they found the aforementioned RMA information with the receipt of device return. Another refund has been issued, however, I do not feel confident or comfortable with the company having my information. This recurring issue of withdrawal of funds without permission or notice is predatory.
Business Response
Date: 08/30/2022
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

Regards,
BBB Core Team
Initial Complaint
Date:08/29/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a phone plan with Google loved it at first they took 300 dollars off of my phone and I was paying low price for service so I added my mom to the plan as a gift and got her a phone with 300 dollars off as well the only conditions of the 300 dollars off is the phone remains on Google FIs network. Witch the phone has been for 3 months now and every so often I would get a email saying to activate the phone or else they will charge 300 dollars to my account I have called like 5 or 6 times and everything they lie and say it won't charge me and now the 3 month grace ****** is over and my bill for this month is almost 500 dollars for not meeting the conditions for the promo for the phone. I was lied to multiple times and now I'm stuck in a contract with people who lie to me and charge me lots of money for no reason. I want to be out of the network all together I want to be rid of the phones and there service I have been lied too and betrayed please help me as there is nothing else I can do. Below I added a picture of why I didn't get the rebate then the next picture is of the same s22 on there network using data the whole reason I don't qualify for the rebate. As I said I have tried to get in contact and I can they only send me to call centers and no people who can speak my language fluent.
Business Response
Date: 08/30/2022
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

Regards,
BBB Core Team
Initial Complaint
Date:08/29/2022
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.
Hi, I hope that someone at Google can help me as I would very much appreciate it. I already tried posting in google support and google locals connect and either had no answer or nobody could help me personally and it has been frustrating. I have written 6 different google reviews which were all positive for places I have gone to for an experience. Example doctor or attorney. Some that I did simply 5 stars with no comments and the others were 5 stars with short positive comments that meet the guidelines. I have read the rules and guidelines and strictly follow them when writing/posting which have been met. Out of my 6 google reviews that I have written 3 of them are showing posted for the public to view with no issues but, my last 3 reviews all done 4 weeks ago or more do not show in public at all for some reason. I can only see those 3 when I log into my account but nobody else can see them. Is Google back logged in posting reviews that I as well as others do for some reason or how can I know if my account has been blocked or suspended in error for some reason or what the issue may be? I have Autism and I am trying to do good things with the best of my abilities for google on reviews but recently not have much success which is upsetting. I hope that someone can provide me with help and not just revert me to a link to review what others think it may be or say that cannot help. There must be a support email to send my case to if nobody here can help. Thank you for your review and help and I look forward to hearing from you soon. Please contact me at anytime if you need anything further from me. The email used for my reviews is my personal email address of ************************
Business Response
Date: 01/31/2023
Business Response /* (1000, 5, 2022/08/30) */
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 Maps team directly, please contact us via this page: https://support.google.com/maps/?hl=en#topic=3092425

Regards,
BBB Core Team

Consumer Response /* (3000, 7, 2022/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your response. However it was not helpful for me. I have tried to get in touch with the Maps team before via the link that you provided and did it once again but it is not a direct support service, does not give you a ticket or case number and none of my questions get answered for my personal issue on my reviews that I do or cannot help. I need a direct email for the google support team for maps or a person at google who can help me. This is very frustrating and upsetting. Please help. Thank you.

Business Response /* (4000, 9, 2022/09/29) */
Hi BBB Team,

Thanks for bringing this to our attention. Let us look into this further and get back to you as soon as we have an update.

Kindest regards,

The Google Business Profile Support Team

Business Response /* (-10, 11, 2022/10/01) */
Hi,

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

Can you please share the business profiles that are experiencing this issue? If you're unable to post a review, it might be due to a technical issue. I recommend using a PC if your attempt to leave a review on a mobile device failed or vice versa.

Please also provide the type of mobile device you have and a detailed response to the review you left on the business profile for each business, so we can look into it further.

If a review was not posted, it probably violated one of our guidelines but given that you mentioned that it complies with all of our policies, we would need to look into it further with full detailed examples. Please feel free to provide it here or let us know if you'd like us to reach out in a direct email so we can troubleshoot further.

Here's an article that can help explain what might have happened and also provides the support channel to contact an agent directly. https://support.google.com/business/answer/10313341?hl=en

Kindest regards,

The Google Business Profile Support Team

Consumer Response /* (4200, 12, 2022/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi, I tried to post the business reviews that I did 3 different ways - laptop, PC and Phone. All methods failed to show on Google The only way I can see them myself is if I login to my google account. However, even if I am logged in nobody else can see these reviews externally for some reason. There must be some type of technical issue as I have done business reviews before in the past years with the same google account and had zero issues. Yes, you can certainly reach out to me directly via email to trouble shoot as I would really appreciate that. My email again is ************************
Here is a screen shot of the 3 business reviews I did more than a month ago that do not show to anyone in the public. FYI The first review for Felicia Hall was 5 stars with no comments.

***********************************************
a month ago

Mirrione Law Group, LLC
Mirrione Law Group, LLC
**********************************************
a month ago

I Highly recommend Attorney *************** for your Real Estate Planning and Real Estate Trust services. He is exceptional with his expertise and professionalism. In addition he has an excellent personality, he listens, cares and is very prompt with answering any questions you may have before and after the process.
Like
Share

Von Weiss Law Office
Von Weiss Law Office
************************************
a month ago

I Highly recommend Attorney ****************** for any Health Care Proxy, Durable Power of Attorney, Last Will and Testament planning you or your family need. She is very efficient in getting things done as well as exceptional with care, listening and professional expertise in what her law office provides for services.
Like
Share

Business Response /* (4000, 14, 2022/11/03) */
Hi,

Can you please provide links to the businesses which you've attempted to leave a review on so we can review the profiles?

Kindest regards,

The Google Business Profile Support Team

Business Response /* (-10, 15, 2022/11/03) */
Hi,

You can disregard my previous message as I was able to identify the businesses in question. Can you please provide the type of device you were using? Also, can you attempt to leave the review on another device such as a PC or another Mobile Device?

Kindest regards,

The Google Business Profile Support Team

Consumer Response /* (4200, 17, 2022/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi, Per your request here are the links listed below. Thank you for your help and review.

https://www.google.com/search?gs_ssp=eJzj4tZP1zcsSUsuM08xNmC0UjWosLBMNbEwM0iysDRItjBKSrEyqEhKTDQ1MDUyTzRKMTUyNTPyEinLz1MoT80sLlbISSxXyE9Ly0xOBQAJ9RXz&q=von+weiss+law+office&rlz=1C1ONGR_enUS935US935&oq=von+weiss&aqs=chrome.1.69i57j46i39i175i199i512j46i10i199i465i512j46i175i199i512j46i10i175i199i512j0i10i512l4.3377j0j15&sourceid=chrome&ie=UTF-8

https://www.google.com/search?q=mirrione+law+group&hl=en&sxsrf=ALiCzsbMeUS_06YR5bQY2yAqk-7Tegjpyg%3A1668886939984&source=hp&ei=mzF5Y9G3OdCl5NoP4Oyl4AE&iflsig=AJiK0e8AAAAAY3k_q3UIw35PsQ5XX4xLbXmHEy_lWUWx&oq=mirrione+law&gs_lcp=Cgdnd3Mtd2l6EAEYAjIFCCEQoAEyBQghEKABMgUIIRCgAToNCC4QxwEQrwEQ6gIQJzoHCCMQ6gIQJzoLCC4QxwEQrwEQkQI6BAgAEEM6DQguELEDEMcBENEDEEM6BwguENQCEEM6BAguEEM6CgguELEDEIMBEEM6BwguELEDEEM6BQgAEIAEOhAILhCABBDHARDRAxDUAhAKOgoILhDHARDRAxBDOhAILhCABBCxAxDHARDRAxAKOgcIABCABBAKOgcILhCABBAKOgsILhCABBDHARCvAToECAAQHjoGCAAQFhAeUJcFWPUdYOVPaAFwAHgAgAGADYgBgDWSAQk1LTEuNC4xLjGYAQCgAQGwAQo&sclient=gws-wiz

https://www.google.com/search?q=felicia+hall+md+brandon+fl&hl=en&sxsrf=ALiCzsZcmFKEpmBXXcZ3zljEaVt-TUlb-g%3A1668887001865&source=hp&ei=2TF5Y6DaMa2u5NoPkfaHwAE&iflsig=AJiK0e8AAAAAY3k_6VFCCM4f3vBgvl_Dzl-TJM2t4HrC&oq=felicia+hall+md+brandon&gs_lcp=Cgdnd3Mtd2l6EAEYADIGCAAQFhAeOgQIIxAnOgsILhDHARCvARCRAjoLCAAQgAQQsQMQgwE6BQgAEIAEOhEILhCDARDHARCxAxDRAxCABDoLCC4QgAQQxwEQ0QM6CAgAEIAEELEDOgoILhDHARDRAxBDOgQIABBDOg4ILhCABBCxAxDHARDRAzoICAAQsQMQgwE6BwgAELEDEEM6DQgAEIAEEIcCEMkDEBQ6CAguEIAEELEDOgsILhCABBDHARCvAToOCC4QgAQQsQMQgwEQ1AI6BwguELEDEEM6CggAELEDEIMBEEM6CwguEIAEELEDEIMBOgoILhDHARCvARBDOgQILhBDOggILhCxAxCABDoLCC4QrwEQxwEQgAQ6BQguEIAEOgIIJlAAWNspYJc5aABwAHgAgAHGAYgB8heSAQQwLjIzmAEAoAEB&sclient=gws-wiz

Business Response /* (4000, 19, 2022/12/17) */
Hi BBB Team,

More time is needed to properly review this issue at hand.

Kindest regards,

The Google Business Profile Support Team

Consumer Response /* (4200, 21, 2022/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business requested more time to properly review and I accept. Please take the time to review my case properly when time permits. Thank you for your help.

Business Response /* (-10, 22, 2022/12/29) */
Hi,

The information is now live. Please let us know if you have any additional concerns.

Kindest regards,

The Google Business Profile Support Team
Initial Complaint
Date:08/29/2022
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 wife (**********) and I ordered the Google Pixel 6 Pro handset under 2 separate orders. I am filing this complaint for myself only and a second complaint will be filed.

Background:
Order placed at Google Store on 10/24/2021 Order # *****************. Google Synchrony account charged $1,138.19 for the handset

On 12/17/2021 a new order was placed to replace faulty handset under Order # *****************

During May - August 2022 - numerous new issues surfaced, which made the handset unusable. Namely:

1. Family holiday in June 2022 ruined due to heat issues. Camera was unusable
2. Constant overheating of the handset would result in the handset being unusable
3. Calls dropping randomly
4. Fingerprint sensor would fail to recognize fingerprints constantly

On the basis of above, a full refund was requested. Google only refunded $1,079.49 in August 2022 despite a full refund request. I am now seeking an additional $500 for the inconvenience that I have been caused.
Business Response
Date: 09/27/2022
Business Response /* (1000, 5, 2022/08/30) */
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:/***************************************************.

Regards,
BBB Core Team

Consumer Response /* (3000, 7, 2022/09/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Already contacted Google Support - Case ID ***************

Your response is unacceptable. Logically speaking, that is the first thing one would do before escalating the matter to BBB.

Business Response /* (4000, 9, 2022/09/12) */
Hi,

Thank you for bringing this issue to our attention. I will reach out to the customer in Case 2-************* and keep you updated here. I will close the loop when we come to a resolution.

Regards,
Meet
Initial Complaint
Date:08/29/2022
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.
Project Fi replaced my non-working phone within my 1 year warranty on the phone. The phone I received was refurbished, and the microphone/voice on the phone did not work from the time I received it. I called in within June (still within even the initial 1 year warranty) to report this, and asked for a replacement of the refurbished phone immediately. They asked me to take several troubleshooting steps, which ended up taking weeks because they even asked me to order and replace the *** card. They assured me that I had until August 23rd to get this phone replaced through them in case all these troubleshooting steps didn't work. When I requested a replacement of this phone again on August 23rd, they told me that my warranty ended in June. Then via email after the 23rd they confirmed that the 23rd was the last day, and said that I requested a replacement on the 24th which was too late for them to do anything, when I had called in on the 23rd and asked for a replacement via phone.
Business Response
Date: 08/30/2022
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

Regards,
BBB Core Team
Initial Complaint
Date:08/29/2022
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 Nov 2 2021 I paid Google 60$ to renew my subscription for nest service. The service was not renewed and I didn't realize it for some time. When I found out it hadn't been renewed I contacted Google and explained the situation and showed them proof of payment. After a couple of days they contacted me and said they couldn't find my payment info. I don't have the service and am out the 60$ I paid.
Business Response
Date: 11/16/2022
Business Response /* (1000, 5, 2022/08/30) */
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 Nest team directly, please contact us via this page: https://support.google.com/googlenest/gethelp

Regards,
BBB Core Team

Consumer Response /* (3000, 7, 2022/09/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've already tried to work with their customer service. Basically what I got was I did not make the payment. My case # ***************>They ask for proof and I sent them a copy still nothing was done.

Business Response /* (4000, 9, 2022/09/20) */
Hello,
We're working with the customer and are waiting for them to provide additional information so we can resolve the issue.

Thanks,
Google Nest Support

Consumer Response /* (4200, 11, 2022/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Google subscriptions states I have an active account if I had an active account I wouldn't of reached out to the company for assistance or a refund. The Google employee that assisted me stated they could not find where I had made a payment in their database. I provided my receipt that shows I had paid it and nothing was taken care of with that information.

Business Response /* (4000, 15, 2022/10/31) */
Hi Team,

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

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

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

Your patience is appreciated while we work for a solution.

Thanks,
Theresa
The BBB Core Team

Business Response /* (-10, 17, 2022/11/07) */
Hello,
We have reached out to the customer and are processing a refund, at this time we can consider this as resolved.

Thanks,
Google Nest Support
Initial Complaint
Date:08/29/2022
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 ported in my number into Google Fi and ordered a Fi phone when they advertised a discount. Upon receiving my phone, the phone did not come with a Sim card that has the phone number I ordered. Because I was signed into a different email address when I used the phone, Google Fi says I'm liable and is not going to honor the discount. This is structured to trick you and a way to not honor their discount/promotion. Immediately after I noticed the issue, I called Fi and they reassured me that because it's part of the same group plan, I need not worry about the promotion. Three weeks after I received an email saying I needed to use the phone with the same activated line. I did what was told after calling customer service. The next thing, they told me I'm still not eligible because it's not the account is using a different device. Make up your mind and stop cheating loyal customers of their money.Now if you want to take back this phone, please feel free. But do not advertise a certain price for a phone only to find ways to cheap out and charge full price. That is unscrupulous!
Business Response
Date: 08/30/2022
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

Regards,
BBB Core Team
Customer Answer
Date: 09/06/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
The case number is ***************. When I called in with my concerns on Aug 29 having done what the previous Fi associate told me, which was to now activate that phone with the original number and there would be no issues (this is the third time they told me there would be no issues if I did what they told), it still didn't work and they said they would escalate this to a specialist team and reply within 24 hours.

I keep emailing to follow up and then they went from saying ***** hours turnaround to now where they say they don't have a definite time frame and keep pushing it off.

I want a resolution to this with Google honoring the promotion and not giving me the run-around, and not charge me an absurd amount of money for a phone at full price. I have paid all my bills with Fi as a loyal customer but this experience has been horrendous and they're taking advantage of me here.
Business Response
Date: 09/21/2022
Hello BBB Team,

We thank the customer for providing us with this information. 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
Initial Complaint
Date:08/29/2022
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 mail and photos is trying to force me to buy products to store my files even though I have deleted many many gigabytes of files and photos and I am well within allotted 15 gigabytes. It just simply does not acknowledge that I have deleted all the files to free up storage capacity. I think this is part of a fraudulent scheme to trick users into upgrading to their storage products
Business Response
Date: 08/30/2022
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 *******************************************

Here's a help center article that you may refer:
*******************************************googleone/answer/9776477?hl=en

Regards,
BBB Core Team
Customer Answer
Date: 09/10/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already used all the links that Google provided in their response. They are useless and part of the scam. They never even allow to chat with anybody to help address the problem. There is no option of direct interaction unless you upgrade which is the whole point of the scam. There are many similar complaints online that can easily be found so this is clearly not a unique problem.
I am sure that if I have been able to easily find such complaints online, this is not the first time Google has been made aware of the issue and it is clear from their disingenuous response that they have no intention of behaving honestly.
Business Response
Date: 09/16/2022
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 Gmail and non-paid Google services.

After deleting a large amount of files, it may take your storage quota ***** hours to adjust. Keep in mind the Trash folder still counts towards the total storage used.

-Empty the trash folders in Gmail, Drive and Google Photos to relieve stress on your storage quota.

-Log out of your Google Account and sign back in to reconnect to Google Servers.

If after 72 hours your storage is still not updated to reflect the files deleted, please contact us using the form linked below:
*********************************************************************

Thank you,
******
Google Support Team
Customer Answer
Date: 09/19/2022
***Document Attached***
Just to demonstrate the point i made before, i have done the same thing again: deleted thousands of photos and taken screenshots of that.
That was on Sept 11, 2022 and the overall capacity of my storage has not increased since then.
Even assuming that each photo were a single MB(they were all likely more than that) the total of photos deleted would be upward of 5GB, yet none of that had any effect on my storage capacity
See Attachment/File: 220911-google photos deletion.pdf
Customer Answer
Date: 09/22/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
this is like a broken record. like i said twice before now, i already tried the links and they are designed to actually never provide a solution.
please see - AGAIN - attached evidence of files already deleted and ADDITIONAL evidencec of no change in storage capacity after 10 days from deletion of files.
See Attachment/File: 220922-google storage still unchanged
Business Response
Date: 10/05/2022
Hi,

We request the user to perform the following steps:

1. Delete via Google One storage manager(*********************************************************)
- visit *********************************************************
- scroll down to Large Items(*****************************************************************)
- select `Large photos and videos` under the Google Photos logo
- select the items to delete and tap on trash on the top right
- go to *********************************************** and click on empty trash on the top right

2. Alternatively, delete via Photos Large *************** section
- go to ***************************************************************
- select the items to delete
- click on move to trash
- go to *********************************************** and click on empty trash on the top right

3. Delete unsupported videos in Google Photos
- go to ***********************************************************
- select the items to delete
- click on the trash icon on the top right to permanently delete them

4. Convert the items to Storage Saver to free up space (assuming the items are in Original Quality)
- On your computer, go to photos.google.com.
- At the top, click Settings and then Manage storage.
- Under "Recover storage," click Convert existing *************** to Storage saver.

5. IMPORTANT Check **all** devices that are uploading in Original Quality
- this is discussed in ****************************************************************
- note that the article has tabs for three platforms: Computer, Android and iOS
- make sure that it they are not doing any backups OR the backup is set to storage saver

Thanks,
Google Support Team
Initial Complaint
Date:08/29/2022
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 could not be more frustrated with Youtube TV. At first, I really enjoyed the service and my wife did as well. However, that all changed with our experience with this organization this spring.

I was on vacation and attempting to log in to my Youtube TV account. I went onto the app to figure out how I could log in to my account on the TV in our vacation home and was able to log in.

This was on March 17th.

I happened to check my credit card account in I believe June and was HORRIFIED that Youtube TV had been charging my wife and I a full additional account amount of ~ $70 a month! We were being DOUBLE CHARGED this entire time without my knowledge.

The most frustrating thing for any customer is not being able to SPEAK WITH SOMEONE, ANYONE, to help. No matter how hard I looked, I could not find a way to contact their customer service team by email OR phone! How is that possible/legal at this point in time?

What a ridiculous way to treat your customers. Double charge them, and then not even allow them to speak or communicate with anyone to help.

I submitted a request to be refunded and I was shocked to learn that that was denied. I am currently out $280 ($70/month x 4 months) on top of my additional time, frustration and stress. This is UNACCEPTABLE.
Business Response
Date: 10/04/2022
Business Response /* (1000, 5, 2022/08/30) */
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 YouTube TV team directly, please contact us via this page: https://support.google.com/youtubetv?hl=en#topic=********

Regards,
BBB Core Team

Consumer Response /* (3000, 7, 2022/09/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Per their response, I am providing the Case ID that was denied when I originally attempted to work with them directly:***************

Again, they need to refund me the amount charged over the several months before I caught it: $278.16

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

Thanks so much for getting in contact with us and we're so sorry to hear about what happened with your account getting double billed as well on your request to get a refund.

A support agent should be reaching out to you soon to provide an update and ensure that this will be sorted out.

We look forward to helping resolve this.

Regards,
The YouTube Team
Initial Complaint
Date:08/28/2022
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.
In complaint 220729-9137794 to the **** Google Pay responded that they refunded the charges on each transaction disputesvdue to unauthorized charges. I reported they were being deceptive and requested that they provide any evidence of said refunds. They have been deceptive and committing fraud of their own regarding these refunds. In total close to $20k was charged by my 9 year old son without permission. They have refunded about $1700 but deny other refunds on charges for these in app purchases minutes apart and on the same phone only because they were on a different cc that was also in the Google Pay account. They complaint in question was only about 2 or 3k of these charges as their history system is very difficult to navigate. These charges were NOT refunded and their response to this govt agency was nothing short of a lie. I have provided the **** screenshot from their own support rep ***** received stating none of the transactions in the complaint were refunded. I have been given nothing but lies and deceptive behavior from this company and believe they need to not only refund all my money but pay a large punitive fine for their lies to the ****. I ask the bBB to use any and all resources to assist me in receiving my money back. I am a disabled single father whi can not handle these fraudulent losses.
Business Response
Date: 08/29/2022
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

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