Complaints

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

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• 

  Google, LLC

  1600 Amphitheatre Pkwy Mountain View, CA 94043-1351

• 

  Google, LLC

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

• 

  Google, Incorporated

  1101 New York Ave NW Ste 200 Washington, DC 20005-4295

• 

  Google Fiber

  920 Bob Wallace Ave SW STE 323 Huntsville, AL 35801-5644

• 

  Google Fiber

  201 Colorado St Austin, TX 78701

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:08/23/2022

  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 terminated my subscription to YouTube TV in March 2022, I have continued to receive bills of $71.71 every month since (5 months).
  I have scrubbed all my Google accounts to ensure I do not show a subscription anywhere. I have asked AMEX to try to resolve this issue 3 times as well as the Google automated service.
  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/08/24) */
  Hello ****,
  
  We apologize for any frustration you may be experiencing as a result of Google products or support.
  
  For the best and fastest support for your concern, we encourage you to contact us directly using the specified links below.
  
  To get in touch with our YouTube TV team directly, please contact us via this page: https://************************************************.
  
  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 have all sorts of charges with no explanation
  

  Business Response

  Date: 09/28/2022

  Business Response /* (1000, 5, 2022/08/24) */
  Hello *******,
  
  We have carefully reviewed your complaint and are unable to determine the specific Google product that you are experiencing issues with.
  
  We are willing to assist you further, however we would need more information to route your case to the appropriate team so that they can look into this ASAP.
  
  Here's what we need:
  
  -What is the Google product that you are experiencing issues with?
  -Any previous case ID with Google Support that you could provide?
  -Title of the charges on your statements.
  -Any other information that could help has to investigate this case.
  
  IMPORTANT: Please note, our teams and resources are unable to assist with products and services not owned or offered by Google LLC.
  
  If you have any questions on removing information from third party web sites (non Google owned) please contact the web site's Web Master using these steps:
  https://support.google.com/websearch/answer/9109?hl=en
  
  
  Once we receive this information, we should be able to assist you further.
  
  Regards,
  Phoebe
  BBB Core Team
  
  
  Consumer Response /* (3000, 7, 2022/08/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  It does not notify me of the product or Google whatever it is just charges that show up on my direct express
  
  
  Business Response /* (4000, 9, 2022/09/16) */
  We appreciate your patience as we investigated this matter. Upon review, you are contacting about a refund request for unauthorized transactions made from the account. We did not see any transactions linked to the email address you provided. Do you perhaps have any other email addresses tied to the transactions you're trying to report? In order to find out what's going on, we will need the email address associated with your Google Pay account and additional information listed below.
  
  For the unauthorized charges associated with a Google Payments account, please fill out unauthorized charges form through this link with the email associated with your transaction (https://support.google.com/pay/send/contact/wallet_transaction_disputes).
  
  If you have already submitted the unauthorized form and received a claim ID. Kindly provide the following information to assist:
  
  -Claim ID
  -Transaction ID
  -Email address used to submit the claim
  -Last 4 digits of the form of payment used for the transactions
  -Type of card (visa, mastercard, etc)
  -Expiration date of your form of payment
  -Currency of purchase (USD, etc)
  -Exact amounts and date of disputed transaction(s)
  -Total amount
  
  We will escalate this further as soon as we receive the requested information. To help ensure that your account is completely secure moving forward. We recommend these strong tips and best practices for account security ( ************************************************ ).
  
  
  Consumer Response /* (4200, 11, 2022/09/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They are supposedly supposed to have the records

• 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 previously had my website ( Ferrelux.com ) ran on Wordpress.com because of the ease in setting up a blog. After 9 years of just using the free version I opted to pay for a premium hosting so I can further develop my own Ad Program. In Dec 2021, Google sent me an invite to do a Business Listing with them. As a means of marketing the affiliate program products I had, I went thru the process, however it turned out to be a scheme they did to try to deter my business by obstructing my ability to manage it. I requested for them to delete my business listing and instead of doing so, they marked my business Ferrelux as permanently closed which is false and for several months they are giving the public the impression that I am a closed business and refusing to change the status and delete the profile listing further proving what I am accusing them of. They even went as far as to be promoting a Fraudster on Instagram that appears to be Overseas using my business name infringing on my Trademark. Both ****************************************** are working together to obstruct my popular website Ferrelux.com by hurting my image in the search engines which is monopolized by Google. Also keep in mind that I never did anything to Google or ******** to be attacked in this way. They targeted me out of the blue. I am entitled to my Opinions as a Citizen of *****************. Google and ******** should not be trying to promote someone overseas trying to use my ******** Business Identity that has been for decades and is still fully active.

  Business Response

  Date: 08/24/2022

  **************,
  
  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: 09/01/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  As of this date STILL, Google is still choosing to play around with my website listing in their search engine ( Ferrelux.com ) since early this year going over several months now even though I requested deletion a few weeks after signup due to me recognizing their ****************** I reported them to governmental entities currently reviewing my complaint. I am also Mediating this with The ******** ******************* as they are one of the Responding Prosecutors who answered my complaint and others are still pending. I am willing to seek criminal action against ********************************* (and others) concerning this matter. I suddenly came under attack by them in such an open way that anyone my see my provable case. It is also an ***** Act Violation. I already responded to the links they sent but they are still failing to remove the business profile listing as commanded. You can google Ferrelux, and you'll still see how they sidelined it marking it still as "permanently closed" misleading the public. It's defamatory. I did nothing to Google, or ******** or any of their Big Tech cohorts like ************************* for them to be targeting me this way. It's a violation of my Constitutional Rights. I wouldn't recommend anyone using their services much. Why would anyone trust doing business with them? They don't have a right stalking anyone and trying to ruin their small business.

  Business Response

  Date: 09/18/2022

  Hi BBB Team,
  
  More time is needed to properly review the case.
  
  Kindest regards,
  The Google Business Profile Support Team

  Business Response

  Date: 09/19/2022

  Hi,
  
  Thanks for bringing this to our attention.
  
  
  You can request to have a business removed from Maps if the business:
  
  Never existed
  Isn't eligible to show on Google
  Has the wrong address
  
  Even if you don't manage a business, you can request to remove the business.
  
  On your computer, go to Google Maps.
  Sign in with the same account you used to sign up for a Business Profile.
  On your map, click the business you want to remove.
  On the left, click Suggest an edit.
  Click Close or remove.
  Follow the onscreen instructions.
  After you submit the request, it goes through the review process. You may get a status email with follow-up questions from our review team. If approved, the business is removed from Maps.
  
  This information can be found here: ************************************************************************
  
  I'm sorry for your recent experience. We'd be happy to help resolve the situation but we're unable to identify your current business that you're referring to. In order to gather this information, we've reached out in a separate escalation through email and have created a new case number for you.
  
  Case number# 1-2022000033248
  
  Please reach back out to us via email to help us identify your business.
  
  Again, we are sorry for your experience and hope to speak to you soon to help resolve the issue at hand.
  
  Please let us know if you have any previous case numbers you can provide. The case number is located at the top of the email correspondence in the subject line of the email. Looking forward to your response.
  
  Kindest regards,
  
  The Google Business Profile Support Team

  Customer Answer

  Date: 09/23/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Someone from your Office called ***************************, sent a direct email to me at my business email address offering to help with this issue also. I was already the verified owning my own business FERRELUX which I had been running for decades now without ever having an issue like this. It's clear that this was a direct attack coordinated by and though ********************************* when I was targeted in December 2021 to do a business listing with you. I notice all the other questionable persons trying to use my business name which I reported to The Authorities. There is no valid reason for ANYONE to be using a word like that which has NOTHING to do with them. Infact, none of those businesses existed before. Yet they can setup a social media account with Instagram/******** and pretend they are legitimate. Pay for Ads, and have those social media giants target the LEGITIMATE Person who is the true Person, even ************** can see that. So I don't know why ******** or Google would entertain questionable persons or businesses paying them to attack an American Business Owner using their OWN established IDENTITY. They don't even know or have a history of that word to articulate a use of it. I AM THE REAL FERRELUX! And since I ran into issues that led to this complaint with The BBB I requested the removal of the business listing which I no longer see in Google Maps, and on a recent Google search, the business listing showing my business as permanently closed no longer appears. I do however still see it my Google Business Dashboard and since I am not using the service. I want that deleted from my dashboard. My business IS NOT Permanently closed, and I will not transfer the listing to anyone for use. I just want it completely removed from the dashboard. I see an option to remove the business listing completely, and when I click it, a popup appears disclosing that some false information will still be visible in the search engines. I had requested through Google that they **** my business as Open, since I never listed it as permanently closed when I requested the listing removed. Someone in Google did that inappropriately. It makes no sense to **** a business as permanently closed, just to remove it. Upon signup, there was a lack of transparency, concerning how this process could lead to a nightmare as it did for me. Other Google Competitors doing business listings have a basic process where you can list business and easily remove it without an issue like this escalating to Law Enforcement.

  Customer Answer

  Date: 10/13/2022

  Hi, these communications started because I launched my complaint through the BBB System which
  forwarded the complaint to you and we have been handling this dispute. The link below shows
  that Google apparently honored the deletion of the listing when I logged in and clicked the option,
  however, they are still up-linking another business using my name and sub-linking mine when they
  know **** well that I am the real business entity. I have taken my complaints further to other
  government agencies about them. Thank You for your help.
  
  **********************************************************************************************************************************************************************************************************************************************************************************************************
  
  Sign,
  *************************
  FERRELUX

  Business Response

  Date: 10/27/2022

  Hello,
  
  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.
  
  Regards,
  ******
  BBB Core Team
  

  Business Response

  Date: 10/29/2022

  Hi,
  
  We've reached out already through case # 1-2022000033248.
  
  Please follow up with the email for next steps.
  
  Thanks again for bringing this to our attention.
  
  Kindest regards,
  
  The Google Business Profile 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.

  Order number
  
  *****************
  
  Tracking number*************
  
  Ordered Samsung Galaxy S22 Ultra 512gb black on August 08, 2022, 07:50 PM. Paid $60 in taxes on my Mastercard and $1399.99 was monthly financing. The phone was promised delivery on 8/15 and it was never delivered.
  
  Google fi shipped an empty box to FedEx, which I discovered because I called FedEx. Delivery was promised 8/15. FedEx stopped delivery at the warehouse when they realized it was an empty box. They said they need to hear from the shipper with instructions but Google Fi refuses to call them or help me. I have spent countless hours and days on the phone with Google Fi. They refuse to let me speak with a supervisor. They refuse to refund my money or let me buy another phone until the one is returned but there is nothing to return because I never received anything! They have promised for over a week that a supervisor will call me back but no one has and when I call they refuse to connect me with a supervisor. This is a nightmare! I need a phone ASAP and they won't give me a refund and I can't buy another one until this one is returned! Which I never received! I can't order another one because their system shows I financed this current phone and I don't qualify for more financing. So they are going to begin taking monthly payments for a phone I never received. I want what I ordered and paid for, a Samsung Galaxy S22 Ultra 512gb black. I am leaving the country soon and need these processed and delivered asap. I also signed up with Google Fi for $15/ month in insurance for the phone which they are going to start charging me.
  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/08/24) */
  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 Fi team directly, please contact us via this page: https://support.google.com/fi/gethelp
  
  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:08/22/2022

  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 tried to utilized the google web page and make a review on a business ( Heights at the Exchange) . Google has repeatedly stated that my review was publicly posted. Google even sent me an email confirming my post was publicly posted. That is untrue my review never got posted . I don't even see it online. I can only see my review if I log into my google account. The fact they are lying and saying that my review was posted leads me to believe they are being paid by this company.
  

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/08/23) */
  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:
  **********************************************************
  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,
  ******
  Google Support Team

• Initial Complaint

  Date:08/22/2022

  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 Gmail account under ***************************. I have been trying to recover this account however it is sending a two-step verification code to my old number which is************** I have been trying to contact Google for the past 3 months to retrieve my account there is no way to talk to them directly and or get any live customer service person over the phone. I believe this is bad customer service and doesn't show the customer that they value our services with them. It is not sending me to the third part of the security questions I have emailed multiple people paid another company to help me retrieve it and still at the end I am still not given access to my Gmail. I would like for a customer service representative to help me out with this situation but I cannot get a hold of them over the phone.
  

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/08/23) */
  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 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"
  
  Thanks,
  *******
  The BBB Core Team

• Initial Complaint

  Date:08/22/2022

  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 Google play gift card on August 18, 2022 from OfficeMax in ****** ******* for $110.00. After entering the code to redeem the card I keep receiving an error that more information is needed but nothing works to allow me to redeem. I sent the appropriate form in to Google but have not heard anything and I would like the problem fixed or be reimbursed the $1110.00 immediately.***

  Business Response

  Date: 08/23/2022

  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: 08/25/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The response was not helpful in resolving the issue of having a gift card that does not work on the google play website. I have 2 cards and neither one works so it has to be an issue with the Google play app. I would like a refund for the card of $110.00.
  
  ***

  Customer Answer

  Date: 08/28/2022

  Same answer as before. Not satisfied with response! I would like a phone number to call about this issue that will allow me to talk to someone. The number I have says that no one is able to help over the phone right now due to COVID-19.

  Business Response

  Date: 09/05/2022

  Google has further reviewed your case. We recommend working directly with Google Play support for your gift card redemption issue. You may visit this help center site to initiate communication with Google Play support.(*************************************************************************************************************************)
  
  If you have already opened a case with Google, please provide the case ID that is attached to your email with Google.

• Initial Complaint

  Date:08/22/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My trade in ID is **************. I bought the new pixel 6A and traded my old device in for a $300 trade in credit. They have had my trade in device for 18 days and have yet to issue a credit for my trade in. I have contacted support numerous times and they are not doing anything about it. I have a friend who sent back their phone after I sent mine and they already received their money. It states that it typically takes 4 days for a trade in assessment and not 18. I am concerned I will not get my refund and they are in possession of my device.
  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/23) */
  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 Google Store team directly regarding any existing orders, please contact us via this page: https://support.google.com/store/gethelp
  
  Thanks,
  Theresa
  The BBB Core Team
  
  
  Consumer Response /* (2000, 8, 2022/08/25) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I only accepted it because after filling the complaint. I received a refund..the issue was I was already in contact with the support team and they failed to do anything

• Initial Complaint

  Date:08/22/2022

  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 mailed Google a phone for a trade in on August 3rd. Trade in id# **************. **** tracking# **********************. The last update was 8.9.2022 with no new updates since then. On **** a case was created by Google based on my inquiry for the status of my trade in refund. Since then, there have been at least 3 cases created with no resolution on my trade in. It has been 3 weeks since **** took possession of the phone that was shipped to Google using their prepaid label. Google Store support refuses to answer policy questions. They refuse to provide details of their own policy that clearly defines WHEN a phone in transit is considered lost. Multiple Google Store support employees and Supervisor have chosen to not answer the question and to not resolve the problem. **** received the phone on 8.3 and it's been almost 3 weeks. Google needs to process a refund for the full trade in value of the phone since it's clearly lost. The trade in value is $300 as quoted by Google. Google is slow to respond and when they do respond, all they say is: be patient, be patient, be patient, be patient, be patient. Google is responsible for reimbursing me for the trade in value of the phone. It is not my problem that their carrier of choice has lost my phone.

  Business Response

  Date: 08/23/2022

  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: 08/25/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Case ID *************** as requested. **** has advised that the trade in phone cannot be found, however, Google is still unresponsive and dragging their feet. There were a total of 3 cases tied to this issue that has been going on since ****, however only 1 case is open now (mentioned above). Still no resolution since the trade in was handed to **** on 8.3

  Business Response

  Date: 09/05/2022

  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

  Customer Answer

  Date: 09/14/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Took about a month and double digit emails to finally resolve this issue. Please close this case. I've wasted enough of my time dealing with incompetency.

• Initial Complaint

  Date:08/22/2022

  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.

  Why did the downloads I made, using my Premium membership, completely disappear?I had a small selection of videos downloaded from ******** I added one today, but upon looking in the sidebar: downloads, they've disappeared. Only the most recent, the one I had just downloaded, appears. Reading up on this, it appears to be a known bug. If so, and since this ability was one of the reasons I signed up for Premium, I'm feel that I've been defrauded. Why advertise this as a feature if it's known not to work?

  Business Response

  Date: 08/23/2022

  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 ******* 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.
  
  As an alternative, kindly reply to this complaint with a direct link to the channel and videos in question. Thank you.
  
  For additional products and information, please contact us at *******************************************
  
  Thank you,
  ******
  Google Support Team