Business Profile

Internet Services

Google, LLC

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

9,024 total complaints in the last 3 years.
3,245 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:08/24/2022
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 would like to say that Google has thousands of games on their platform that offer cash prizes. When you play the game you have to watch hundreds of ads and they collect money on people watching those ads but when it comes down to you cashing out you do not get a damn penny. This has to be some kind of fraud and should be illegal. I have flagged a lot of these games and reported them to Google for it being fraudulent and Google has done nothing. I have won over 100000 and have been paid nothing. I believe Google permits these games because the game creators have to pay Google to use their platform, and I am holding Google responsible because they have ignored every flag I have made. I will be suing Google for the 100000 I have won. I am attaching one example of the many that I have.
Business Response
Date: 09/23/2022
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****************************

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: *****************************************************hl=en
Or for information on reporting Gift Card Scams or other abuse, please visit this page:
**********************************************************

Regards,
*** Core Team

Consumer Response /* (-5, 6, 2022/09/04) */
***Document Attached***
Here are a few

Consumer Response /* (-5, 7, 2022/09/04) */
***Document Attached***
This is called fraud!!!!

Consumer Response /* (3000, 9, 2022/09/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted Google over and over there is not an issue purchasing an app from the Play Store they issue a hand is I download games from the Play Store these games inside the Play Store offer cash prizes*************************** for completing certain levels I have attached in the *** form the screenshots of the awards that I have made and nothing has been paid out I have contacted Google in Google over and over with no success about this it's ridiculous that you're not even understanding what I'm trying to say if you want to contact me call me ************ because I want my money

Business Response /* (4000, 11, 2022/09/12) */
Google has further reviewed the case. We understand you are inquiring about fraudulent practices made from an app. Unfortunately, Google is unable to provide compensation for this case.

Before making any purchase on Play, the user agreed to Google Play's terms of service which states that,
"Each time that you purchase Content, you enter into a separate sale contract:
(f) with the Provider of the Content you have purchased (in the case of App Sales)."
For ******* Apps purchased on Play, the Developer is the seller of its app and its app's contents on Play. Thus, the developer is responsible for delivering such content and making sure that it works as intended, and providing refunds in accordance with their policies.

TOS: *********************************************

We take the way developers treat people very seriously and if someone believes a developer has violated the Google Play Developer Distribution Agreement or Developer Program Policies we encourage them to report this to our content teams using the information found in our Help Center here: ************************************************************************************

Consumer Response /* (4200, 13, 2022/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will see Google in small claims court.
Initial Complaint
Date:08/24/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have spent hours creating video on the YouTube platform. There are several issues. The first one happened within the last week. I was uploading a video that I created using Apples iMovie trailer software, which is owned by Apple and is free use. An individual user cannot claim their "trailer formats" as a copyright. I also used 6 videos from a company called Pexels, who has several professional videographers that allow you to use their work, as free use, and if there is a copyright it belongs to those videographers. When they place their work on the Pexels platform, it is allowed to be used for any project, without any payment or reimbursement for ever without any claim of copyright. So no one can claim it as a copyright claim on Youtube. YouTube failed to investigate the issue and just claims that a company, Mofazzal Cattle Photography, had filed a claim for the same video in July 2022. I didn't create it until this last week and none of what I created would be copyrightable. I was sent an email by Googles escalation group who said they would get back to me and then never did. I just kept getting a form email saying that this same video was created in July and was taken down. There is no way that is true and Google refuses to do an investigation as I am not important enough to them. Which brings me to their algorithms for how many impressions they allow. When I started creating on YouTube, I was getting a lot of impressions and getting a lot of views. Then all of a sudden they reduced the impressions to almost nothing. At the same time, YouTube was sending messages saying people cannot get enough of the videos but then reduced the ability for me to get my videos out and seen on YouTube. The last point is Google makes it impossible to get any help at all. The only way to get someone to respond is to write to their CEO, which I believe just goes to the call center. Then the call center responds with what looks like a canned response.
Business Response
Date: 09/23/2022
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 team directly about a paid membership or purchase, please contact us via this page: https://support.google.com/youtube/answer/7071292.

Regards,
BBB Core Team

Consumer Response /* (3000, 7, 2022/09/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Google / YouTube claims I needed to reach out to them using their support teams, I cannot tell you how frustrating their support teams are. I even escalated this to their CEOs of both Google and Youtube, only to have an employee at their executive escalations team ignore my email to him until I escalated again. Then he threatened me by saying that it would delay or stop any resolution if I did that again. But he refused to respond, leaving me with no other option. Someone did finally get back to me regarding the video, and I was correct that my video could not have a copyright claim. Google claimed the copyright claim failed to even have the required information required to file a copyright claim,. The issue is that Google required me to work endless hours trying to reach someone. The person that responded to this BBB complaint would have known how horrible it is to reach someone that will really investigate something like this at YouTube. Someone last night wrote me and said he would work with me on this issue. He also said he would look at the fact that YouTube fails to give smaller and new users any impressions based on their algorithms. He also said he would look into why I get notifications of comments, without the actual comment. I will close this if, and when, I actually see someone do something other than just ask more questions each time they write. At this point YouTube has failed to even provide a URL, or any proof there was ever a exact video like mine, as they had originally declared. I believe there never was one and that it was a system error at YouTube that they will not admit they have. Just like the lack of impressions and comments not showing up. I have never seen such a lack of customer care as I see at Google and YouTube. They should be ashamed, as I feel they are so arrogant that they believe they don't need to care any longer due to their size. Maybe the government needs to break the company into parts like they did a telephone company years ago so it can be managed properly? Whoever responded to this, is a prime example of why they don't care. Saying to go back to their customer support teams is the issue. They make it impossible to get help and they know they do. So if someone has made an effort to have the BBB look into this, and their response to the BBB complaint is just to go back to the same support teams that fail to exist, it shows they just don't care. If they did, whoever responded to this would have had someone contact me that would stay with this until it was resolved. They just don't care at all and this employee is the reason. They are allowed, and apparently encouraged to make it difficult to reach anyone, assuming that will discourage anyone from ever contacting them again, saving Google and YouTube the cost of customer care. The employee that responded should be let go and someone that would have known how to handle this should be given their job.

Consumer Response /* (-5, 8, 2022/09/06) */
BBB, I have been trying to work with Google now over several days. It feel like they are making this into a joke that their employees think is fun to antagonize customers reporting issues. This is the only number I have that shows how this whole process is:
Re: YouTube Support Request ***************

Google has employees that send an email that fails to even address the issue and then you have to write them back and wait again for them to respond once a day or every other day with useless questions, responses etc, seemingly to make you give up. Or worse, they are doing it as they get their entertainment from this.

The employee that said I needed to contact Google, knew that I would have contacted them and they would have known that Google ensures they make it as difficult as they can. Here is just a small amount of what I am referencing:
*****,

The URL is:

https://youtu.be/WDikS3BUaKI

It's not removed as I finally got someone to look into it. I've stated that so many times, it is getting to look like this is just being taken as a joke to make fun of me. That was the issue, that no one was helping me and it was impossible to get anyone to help without escalating to the CEO. The reason I had not provided the URL, is because it was finally investigated, but it was probably the worst experience I have ever had with any company for customer service. No one cared, no one was responding and even with an escalation to the CEOs of Google and YouTube, even though I know they most likely never even read the emails, that was the issue *****. It's not that I don't understand how a copyright claim works, it is because YouTube is not enforcing any restrictions on those that file fake copyright claims.

*****, by all means, it is OK to start a new email thread and send the lack of impressions issue over to a new team, that will probably spend days asking for all the same information I have already provided over and over and over, only to have them say "sorry, our algorithms say you're channel is not worthy". Is anything I write even read?

The issue with the lack of impressions, and the lack of comments has been part of what I was asking for since this started, sharing that with the executive office employee ******* and your team. After days and writing back so many times, sharing the same information over and over, now it has to go to a different team when I stated the issue was the amount of effort it takes to get someone to help at Google, the lack of impressions and the lack of comments when it says I should have 26 comments and do not. Does the comments issue have to be sent to another group as well *****, as no one is even acknowledging I mentioned that since the first email sent to YouTube? Is it in years and hundreds of emails that Google believes is the adequate amount of time and effort to look at issues like this?

I feel like this has become a huge joke and I'm being made fun of as some sort of fun game employees play at the customers expense. This is not funny or something that should be drawn out over days so everyone at Google can laugh at stringing people on for weeks to entertain theirselves *****...

***

On Sep 6, 2022, at 3:05 AM, [email protected] wrote:

Hi ***,

Thanks for a very detailed account of what happened.

Unfortunately, without the video URL, we won't be able to take a deeper look. It may also be possible that data for the said video may already be permanently removed from our system if the video has been deleted from your channel for a while now. If you want, I can provide general information about copyright claims, but I fear it wouldn't be 100% applicable since the information for the claim on your video is not available to us due to not having the video URL.

Regarding your concern about impressions, upon checking, I see the drop you are referring to. For me to be able to better assist you, I will need to create a new email thread and connect you with our team of specialists that can answer your questions in full detail. Please confirm if that's okay with you.

Looking forward to your response.

All the best,
*****

Google YouTube Team

Google YouTube Team www.youtube.com
We value your feedback! If you receive a survey, please take a minute to rate your support experience. And don't forget to visit the Creator Hub for more help growing your channel! Check it out

Protect your YouTube channel with 2-Step Verification. Get Started

On Mon, Sep 05, 2022 at 07:41 UTC ******************* wrote:

*****,

The video I created,"Technology
The Trailer
In a fast pace life... HD 1080p", that had a terms of use violation because YouTube said it was identical to another video taken down in July, was resolved after a lot of work on my part proving it was not a terms of use violation. It was finally resolved with YouTube agreeing that it was not a violation, and that is why you are not seeing it now. I don't want to have to send all of the communications that I had to make to get help, but it seems like it is not even documented in YouTube's system if you don't see it any longer?

I'm just saying it was a horrible experience trying to get anyone to help resolve it. A small portion of the emails I had to write is in the string of emails below. But it took so many emails and attempts to get help. The issue was that someone was able to file a claim, without the proper information needed to even file a claim, and it caused me so much time and frustration trying to get even one person to help.

When YouTube finally agreed that my video was not in violation, it must not be documented anywhere at YouTube, since you don't see it in the system now. You will see the original email from YouTube in red below and some of the correspondence below. Again that issue was resolved but it was a grueling task to get it done. What is below is just a small fraction of what I had to write to get someone to help. The only way I was able to get help, was to escalate it to the CEO of Youtube and Google, and I assume those emails just goes into the executive office call center.

******* in the executive escalation team, did nothing to help and threatened me by saying "sending the emails would slow down or inhibit a resolution". But once he was given the case he disappeared until I escalated it again. That is when he sent the email saying my escalation would inhibit the investigation of my case. He was doing nothing to help, but when I escalated it again, that is when he sent the email saying it would inhibit my case.

Somewhere in YouTube, there should have been documentation of the claim on someone else's video in July, and then the claim saying my video was identical to someone else's video that was taken down in July, but it seems that there is none? I don't believe my video was ever similar to the one taken down in July, and I believe it was a YouTube system error, since the cattle company YouTube claimed made the original copyright claim on someone else's video in July, causing them to say mine was identical to that video, was not even similar at all. YouTube could never give me a video URL they claimed was exactly like mine? How can YouTube claim there is an "exact video", like mine and never show me the video they claimed was identical? I really don't believe there ever was one. The automated system that stopped my video from being loaded, said it was a company called Mofazzal Cattle Photography, that had made a claim on a previous video, and Youtube said mine was identical to that video taken down. There is no way that could be true and that is why I think it is a system error at Youtube and not a real terms of use violation. After hours of work on my part, all YouTube said was that the person filing the copyright claim failed to have the required information needed to have filed the claim in the first place. Why did YouTube make me spend hours of time, when they didn't even have the required information needed from Mofazzal Cattle Photography to have made the claim in the first place? That is all I am saying. It did get resolved, but it was a horrible experience.

For when I started to get noticeably less impression, I would say it was was Mid-June to Mid- July. I was getting feedback in my dashboard channel analytics, from YouTube, saying that my channel was doing so well. This was a specific quote from YouTube saying, "Your Chanel is getting so much attention people cannot get enough", and then all of a sudden, it was a vast difference in the number of impressions allowed to my channel. In the last 90 days, I had over 5000 views. And now in the last 30 days it is just over 200 due to how they limited my channel from impressions. My videos are getting less than 100 impressions per video now and it was in the thousands for impressions. My video gets comments that I can never find what the viewer

Business Response /* (4000, 10, 2022/09/13) */
Hello ***,

Thank you for reaching out with your concerns.

We have reviewed the reported video and were unable to identify any violations of our Community Guidelines.

If you're upset by content that a specific person is posting, you may wish to consider blocking the user by following the steps https://support.google.com/youtube/answer/56113. We would encourage you to try to resolve any issues directly with the creator of the content in question. Some users list ways they can be contacted in their channel.

Please visit the YouTube Help Center to learn more about our policies: https://www.youtube.com/yt/policyandsafety/

Sincerely,
The YouTube Team

Consumer Response /* (4200, 12, 2022/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This person failed to even read what I wrote as I was not reporting my own video. This is why I have given up that they even care. Every attempt at even getting them to really read the complaint goes without them bothering to read it. If this "UNKNOWN" employee, since they all stay anonymous, knows they can just make this into a joke and no one at Google cares, this is how they handle complaints. They just don't and make it into a game that they think is fun. I have told them an enormous number of times that my video was not a violation as YouTube said it was and now since they didn't even read what I wrote, they remain anoyomous and comment on everything but what happened and state things that make no sense if they read my statement. For the BBB, I have given up that anyone at Google or YouTube cares. They should be put on a warning for failing to even try and read what I wrote.
Initial Complaint
Date:08/24/2022
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.
AIRPLEX MECHANICAL : I called the provider on the google guarantee search.> He did not answer. He called me back a few minutes later on a non google gaurantee number and claimed I would still qualify. The guy is a fraud. I would like my money reimbursed and him removed from the service. He is a thief and then he had me send the payment to his wife. I have been scammed as the fix for heat only lasted a day.He was paid to fix the ac. It was 85 when system was set to 70. He fixed it for a day and then it stopped working again. he came again and fixed it for a day and claims it must be another problem. He is a fraud and should be removed from google and I should be refunded my money. He had me pay his wife
Business Response
Date: 08/30/2022
Hi,

We have thoroughly reviewed your complaint and are unable to determine the specific product that you are experiencing issues with.

We are willing to assist you further, however we would need more information to route your case to the appropriate team so that they can look into this ASAP.

Here's what we need:

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

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

Regards,
BBB Core Team
Initial Complaint
Date:08/24/2022
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.
Overcharges reflecting on current bill (toatal $500.49).Being charge additional $250 While travelling was unable to use Google *********** I paused my service for few days while troubleshooting the issue. Had to use seperate phone provide in order to make basic calls. I contacted Google Fi support several times trying to resolve. No technicians were able to resolve why my wife and I could not call each other as well as general poor international phone coverage.Current bill shows ineligible for $250 rebate towards phone due to 2 consecutive days without active service. My service was inactive beacause it was not working. Also, there was no mention of this stipulation when purchasing my phone and plan with Google Fi.I have included a screenshot of confirmation sent when I "paused" my service. No mention of $250 rebate being lost by doing so.Looking for rebate credit = $250 Looking for 1 month service credit for both lines $55 x 2 = $110 Total bill credit expected = $360 Please consider I escalated my Google Fi concers to supervisor to help resolve with no resolution and completed all necessary troubleshooting steps.
Business Response
Date: 08/25/2022
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: 09/09/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
The case number is included in initial complaint. I have used link provided by Google several times with any resolution. I have escalated to supervisor twice. Please proceed with $110 credit for one month of service. I have been credited for $250 rebate charge. Thanks for your help.
Business Response
Date: 09/23/2022
Hello BBB Team,

Thank you for bringing the user's issue to our attention. Our Promotion team has granted the user a one time exception for the "$250 off Pixel 5a (5G)" promotion as long as the remaining terms found here ************************************************************************ are met.

We have reviewed the user's account and see that there was consistent usage, so we are not able to provide a refund of the monthly charges.

We ask that the BBB close this case.

Thank you,
The Google Fi Support Team
Customer Answer
Date: 09/28/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
PLease note original concern was my wife and I unable to call each other while traveling. Some other calls did work. However, Google FI support was unable to resolve our inability to call each other even though we BOTH were on Google Fi. This is what the 1 month credit was requested for.
Initial Complaint
Date:08/24/2022
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 been dealing with hacking/compromised accounts for myself as well as my son for over two years to no avail. I finally was able to regain access to a gmail account that I had signed up for a Google Voice number. During the last year I have been locked out of this email as well as my son's and the number. The number has been removed from my account (originated account) yet now it's tied to other non Google accounts that I can't resolve. My son is 14 now and his Gmail account is tied to an unknown number and I believe his identity is being used. I have spent many hours, days and sanity trying to use Google Help Community without success. I need help for my identity as well as my MINOR son. I spoke with Bandwith who provides Google Voice their numbers and was told that they can in fact help me resolve this issue. Even though their online assistance leads to dead ends. I'm not blaming Google, this was not their doing. But they do need to help me resolve this issue. Please.
Business Response
Date: 09/12/2022
Business Response /* (1000, 5, 2022/08/25) */
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://************************************************

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

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

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

Thank you,
Phoebe
Google Support Team
Initial Complaint
Date:08/23/2022
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 signed up for Google Fi, relying on the fact that on the map of coverage, I should have received data and cell coverage at my house (*****************************************************************. The map indicated coverage existed there. When such coverage did not exist, I spent three hours with Google Fi representatives going through many steps trying to troubleshoot the problem. The conclusion was that reliable service simply did not exist at my house. Some of the IDs from these chats are 9-3862000032598, 3-6778000033047, 9-8762000032969, 8-1383000032944 and 6-6842000033237. After canceling service, I was told that I needed to maintain service for 120 or I would lose the $500 rebate for the new phone I got when i signed up for Fi. I am willing to pay for 120 days worth of service, but the Google Fi representatives I am chatting with are telling me that i need to have the sim card actually in the phone for those 120 days--a sim card that does not get service at my home (despite the map indicating I would get service). It is simply not safe, or convenient, to not get cell coverage at my house. I relied on Google's advertising of their service to sign up, and it was false/inaccurate. I spent a lot of time trying to resolve the issue with Google Fi help, and they were unable to resolve it. I would be willing to pay for 120 days of service to fulfil my part of the contract (even though Google did not fulfil theirs by providing an accurate map), but wish to not be required to have the sim card actually in my phone.
Business Response
Date: 08/24/2022
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: 08/30/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
This is an unacceptable response, especially when I have indicated I have already talked with support many times, and gave the case IDs. I have talked many times with support people. They give contradictory responses, do not help, and never want to recognize that the map indicating service simply does not reflect the reality of service coverage. They asked that I go through many steps to resolve the issue, and when I do so and it does not resolve, have no further steps. Then, if I talk to another support person, they want to go through the same steps.

To deceive customers into signing up for a service which simply does not exist, then to have draconian financial penalties when the service you promised is not up to par and customers simply need to be able to make phone calls, is unacceptable.
My request stands at "I would like to be able to pay for the 120 days of service without being forced to use the phone, which does not get service at my house." This request does not leave Google any worse off financially (despite them having gained my business by deceiving me), and leaves me much better off.
Business Response
Date: 09/13/2022
Hello BBB Team,

Thank you for bringing the user's issue to our attention. The user purchased a ******* Galaxy S22 under our Google Fi "$500 off ******* Galaxy S22" promotion which requires that the device remain active on the account for 120 consecutive days in order to retain the $500 discount. Our Promotions team has reviewed this case and advised that the user must finish meeting these terms found here: ************************************************************************ by keeping the device active on their Google Fi account for 41 more days.

We have applied a one time courtesy credit to cover the service charges for this remaining time period. As this issue has been resolved, we ask that the BBB close this case.

Thank you,
The Google Fi Support Team
Initial Complaint
Date:08/23/2022
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 has not contact me about ggole my buisness.
Business Response
Date: 08/24/2022
Hello *****,

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

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

To get in touch with our Google My Business team directly, please contact here: **************************************************************************** Please remember to provide the email that owns or manages the *** page.

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

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

Thank you,
******
Google Support Team
Customer Answer
Date: 08/30/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel as a Veteran I have been ignored. I have ask for accommodations but being ignores
Business Response
Date: 09/14/2022
Hi,

Thanks for bringing this to our attention. We noticed that you haven't provided any information regarding your google business profile concern. Can you please provide some details in regards to your concerns and we'd be happy to look into it further.

Kindest regards,

The Google Business Profile Support Team
Customer Answer
Date: 09/16/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Google has not appropriately responded. I don't want to hear any excuse. As a US Veteran I would like Google to act on helping me with this matter.
Initial Complaint
Date:08/23/2022
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 hired Google Ads to help with advertising my business. This process started in May of 2022, with the Ads engineer and my website developer code was added to my website to track and validate that the ads were working. Over a nearly 3 month period nearly $2000.00 was paid and Ads could not validate a single ad ahde turned into a single sale. Late in July another engineer discovered the problem, the first engineer had my website developer insert code into the wrong places on my website. (placed on the main pages, instead of the cart pages where checkout occurs - a gross oversight). With the help of the 2nd. engineer code was placed onto the appropriate cart pages. Only to find out later the code that was entered corrupted the cart page disabling the customer from purchasing any products costing me thousands of dollars. I had to remove the corrupted code personally. This is gross negligence at the very least. On top of, I have removed all the code and have been attempting to end the service, no one at the ads department has been cooperating in this endeavor, so I am looking for a refund of monies and restitution for lost business and the ability to cancel the service.Respectfully,************************************************
Business Response
Date: 08/24/2022
Hello *******,

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

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

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

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

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

Thank you,
******
Google Support Team
Customer Answer
Date: 09/06/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I have tried to contact them to terminatemy relationship with them and nobody does anything to help. I have already done this several times with the exact same results each time. They tell me someone will contact and no one ever does, this is absurd. Also what is being done about generating invoices for the work that's being done, again no response. Sending me a link doesn't help and its not getting the job done! It's been over a month, there's no excuse for this what so ever.
Business Response
Date: 09/18/2022
Hi *******,

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

Could you please share your ticket ID so that I can investigate this?

Best,
The Google Ads Team
Customer Answer
Date: 09/24/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Here is the last case id that I have, this is the last correspondence I had with the engineer.

Case ID: ********.

I am still waiting to hear how I am to be compensated for 1 weeks worth of last business due to the last set of instructions received by *************. (***************************).

*******************

Business Response
Date: 10/06/2022
Hi *******,

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

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

Best,
The Google Ads Team
Initial Complaint
Date:08/23/2022
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 Fi not paying the promotion amount of $100 which it ran with Best Buy.As per this Google Fi - Best Buy promotion, I ordered the sim online on best buy.com which is mentioned in their terms and condition .Promotion URL: *************************************************************************** Promotion Term: This promotion begins June 13, 2022 at 12:00am PT and expires on July 27, 2022 at 11:59pm PT Date of Purchase: 6/25/2022 Date of Activation: 6/26/2022 Google ******************* Conversation: *************** After I received the sim which I purchased on best buy.com, I contacted Google Fi customer service and asked them what I need to do to claim the promotion, they asked me to download Google Fi app and follow the instruction. I checked multiple times with customer service, if I need to do anything else as this sim was purchased under promotion with Best Buy and steps required to claim the promotion amount. **************** confirmed that I only needed to download app and follow the instruction and they walked me through the steps. Attached copy of the conversation for reference.I followed all the instruction and now its nearing 2 months and still Google Fi has not yet paid me the promotion amount. Could you check why the amount was not processed. As per the terms mentioned it was to be processed in 30 days.1. Attached Google Fi - Best Buy Promotion Terms 2. Attached Best Buy Invoice for purchase of Google Fi SIM card.3. Attached conversation with Google Fi agent.
Business Response
Date: 08/24/2022
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
Initial Complaint
Date:08/23/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Google Pixel 6a purchase with Pixel 3a trade in credit:I purchased the Google Pixel 6a with a Pixel 3a trade in estimated value of $300 on July 21, 2022. I received the Pixel 6a and the trade in kit around July 28th. I sent my Pixel 3a back on Aug 2 and it arrived at their destination on Aug 4th. Tracking number **********************. It stated it could take 3-5 days to process the trade in. When I had not heard anything about my trade in credit by Aug 11th I chatted with Google Support. They assured me they would take care of the issue and escalated to the next highest team. They are only available via email so there is no way to talk to them. Once the issue was escalated with case #9-3066000032861. This case # has been escalated since Aug 11th and the only updates I get are a generic canned reply every 2-3 days. They have given me a phone number to call for Google support, but laughably, it states that there is not live person to talk to and the hardware side of the *** hangs up on you eventually. With all that said, I have waited since August 4th for a $300 credit. I don't think they know where my phone is as I have asked for my old phone back so I can sell it myself but I received no answer. I see no other way to get a trade in credit or to get my old phone back other than filing this complaint. I see there are many other complaints similar to mine, so I know I am not alone.Brief Summary:8/2/22 - Sent Pixel 3a back 8/4/22 - Pixel 3a was received 8/11/22 - After no word for 7 days, I chatted support 8/17/22 - After no word for 6 days (other than occasional canned email), chatted support again 8/18/22 - Received an email from a supervisor. Sample email below that shows vagueness of my particular case.8/23/22 - File BBB complaint since I have not heard back.I cannot call to speak with anyone. I feel like a complaint is my only route to resolution. This is a matter of up to $300 so I am wanting to get this resolved. Thank you, ******
Business Response
Date: 08/24/2022
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: 08/24/2022
I put store credit as desired resolution but I really want a trade-in credit back to my credit card that I used to purchase the 6a. I don't think I saw the option for a credit back to my card.

Thank you
Customer Answer
Date: 09/02/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
The case ID was in my original request. Did you see it? I have copy pasted here for easy reference.

I have reached out numerous times as mentioned in my original case submission. I just get a canned response each time. The help links you mention only get you chat support and that does not get anywhere. There is no phone support and there is no way to speak with anyone else.

9-3066000032861

Thanks,
***
Customer Answer
Date: 09/07/2022
I finally received a refund on 9-6-22. Case can be closed at this point. Thank you.
Business Response
Date: 09/08/2022
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

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