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

9,038 total complaints in the last 3 years.
3,261 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:08/08/2022
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 sent me a form that my google wallet funds would be escheated. I sent the firm in and my funds were still taken out. I looked ion ** unclaimed funds website and cannot find the funds. Google stole my money. February 17 2022. $376.20. Transaction I'd. SqaFwWDuRSulKz5QdLJSOA-1645076675687-SPECIFIC_LIAbility-escheatment
Business Response
Date: 08/09/2022
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:
******************************************************************************************

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
Initial Complaint
Date:08/08/2022
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 workspace transitioned ** from Gsuite early this year. The third party agents they have hired informed us of the pricing and confirmed that our company will be transitioned to $6 per user account as per our system set up at that time. They ensured us this is how we will be transitioned and charged.However when we were officialy moved to Google workspace, our user charges went up to $18 per user. We reached out to ********************** immediately and their statement is that our account settings are this way hence the transition is done this way. Now Google is denying what their third party agents were claiming even though we have emails from them. We are not refunded the high charges and Google insist this is how it should have been transitioned. A very pathetic and fraud way to do business by Google.
Business Response
Date: 08/09/2022
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:
*****************************************************************

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: 08/09/2022
***Document *************************** name is ************** LLC and ********** with Google is OSBPROVIDER.COM. Google workspace did not respond to ** in time and took too long to even discuss this matter. Their chat support doesn't work, they don't have a phone number and email support are handed to third parties. Very bad support!!
See Attachment/File: Screenshot 2022-08-09 ******.png
Initial Complaint
Date:08/08/2022
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 Tuesday August 2 2022 I had received a payment transaction text alert Google Ads charge of $50.00 from the Banking Fraud Department. My account has been blocked from the banking institution due to this transaction. I have been trying to get in touch with Google since this incident. I am unable to regain access to my Google account to check the status of this claim. I updated my password on Friday afternoon August 5th and didn't write it down. Ultimately I believe my account was hacked for this transaction, and because of this I stopped writing down passwords, (Google Chrome) deleted all saved passwords, autofill data, and other payment methods, contacts, and email contacts. As well as uninstalling Google Chrome from my operating system. This scammer went as far as going into my Facebook account and disabled my login credentials to sign into my Facebook account. which has me question if my Google account password was hacked after I changed it on Friday. Since then I've not still had any answer from Google Customer Support using my new Gmail about this issue either. Will someone from Google Support pleas help me recover my account, and remove my debit card from file ? If I have to go to Cyber Security FBI, that will be my next step if Google doesn't resolve this issue. Thank you, -*******
Business Response
Date: 08/26/2022
Business Response /* (1000, 5, 2022/08/09) */
Hello********,

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

For the best and fastest support for your concern, we encourage you to contact us directly using the specified links below.
https://support.google.com/accounts/answer/7682439?hl=en

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:08/08/2022
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 left a review for ***************************** in ********, *********, the company who manages the apartment complex I used to live in. Google has removed the review and when I redo it, it doesn't show up. Google also removed another review from a different tenant who was also physically assaulted by the property manager. I suspect that Lifestyle requested that they remove them. My review is legitimate and should not have been removed. I believe the other person's review is also legitimate because they name the same employee who assaulted me. I filed a police report immediately after the assault. I also filed a complaint with ***, and when the *** investigator told Lifestyle that the allegations of physical assault, discrimination, hate crimes, threats, harassment, and retaliation for filing a police report were well-substantiated and that the case would be tried before a judge if they didn't settle, Lifestyle settled. People who are considering renting from Lifestyle have a right to know that this company has a violent employee. Prospective tenants have a right to know that this company broke numerous laws and is being monitored by *** for the next couple of years. There doesn't seem to be a way to contact Google to let them know that my review is legitimate and request that they put it back.
Business Response
Date: 08/09/2022
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:
*************************************************************************

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: 08/15/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
My review of ***************************** did not violate any of Google's policies. I have tried calling every phone number I can find for Google, but it doesn't appear that they actually have a way to talk to a real person. As I stated, I believe the review was removed because the company said it wasn't a real review when, in fact, it is. I believe the company wanted it removed because it reflects poorly on their business. But if they don't want negative reviews, they shouldn't break the law. They should fire their violent employee who has assaulted at least two people. They shouldn't discriminate, committ hate crimes, harrass tenants, and break fair housing laws. All of these allegations were determined to be substantiated by a HUD investigator. I would like the review put back, as it should be.
Business Response
Date: 08/31/2022
Hi,

Thanks for bringing this to our attention. We apologize for any frustration you may be experiencing as a result of Google products or support.

Can you please provide a screenshot example of your review response with a text format of the response?

Additionally, I'm having a hard time identifying the business. Do you have a business address I can refer to?

Kindest regards,

The Google Business Profile Support Team
Customer Answer
Date: 09/06/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Here is the review I left for them:
HUD is monitoring Lifestyle for the next couple of years because the investigator determined that there was ample evidence that I was assaulted by an employee, discriminated against, retaliated against, and harassed. Lifestyle broke numerous laws in the year that I rented from them. It was the worst year of my adult life because of all of their illegal actions. Do yourself a favor and keep looking for a different apartment. And if you are renting from Lifestyle and they discriminate against you, please file a complaint with HUD. The only way this company is going to treat tenants better is if they keep getting into trouble and keep having to pay out when they think that they are above the law. While living there was a horrible experience, in the end, ********************************* did me a favor. If she hadn't assaulted me, I would have put up with everything else, but would have continued to be stressed and miserable because of them. Now, I own a home that I love and am happy in. I don't have to worry about being assaulted or about them doing inspections every few weeks, or about having them put threatening notes on my door, or swear at me and call me names, or about a maintenance person entering my home illegally. A year of mistreatment and misery for a home I love with a large yard, maple trees, apple trees and a pool. Serves them right for what they put me through

*************. ***********************************************************************. I find them by googling Lifestyle.net *********************. Thank you very much.
Business Response
Date: 10/02/2022
Hi,

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: 10/02/2022
Hi,

Thanks for bringing this to our attention. We apologize for any frustration you may be experiencing as a result of Google products or support.

There are several reasons why reviews may be removed from the page. In most cases, missing reviews were removed for policy violations like spam or inappropriate content.

We do not reinstate reviews that were removed for policy violations. These removal measures help make sure that reviews on Google properties are relevant, helpful, and trustworthy. Learn about prohibited and restricted content for reviews by checking the link shared below.

After reviewing the information, it seems that it did violate our content guidelines which can be found here: ****************************************************************************

Please make sure your review is within our guidelines and it should populate.

Thanks again for bringing this to our attention.

Kindest regards,

The Google Business Profile Support Team
Customer Answer
Date: 10/07/2022
This latest response is simply a repeat of their first response and is useless. I have read and reread Google's rules for reviews. My review of ***************************** does not violate Google's rules. That is why I asked Google to tell me specifically which rule they feel it violated. If Google truly has read the review, that shouldn't be a problem. I would still like them to let me know specifically which guideline they feel the review violates. Thank you.
Customer Answer
Date: 10/20/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I am still waiting for a response as to what specific policy rule my review violated. Thank you.
Initial Complaint
Date:08/08/2022
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 gmail password I have written in a book. Never had a problem then our bank account was hacked literally taking all of our funds. I called apple who took immediate response and help to the issue, then I called the bank etc. When trying to reach gmail which is where I believe some of it may have occurred they locked me out of my own account. I'm a realtor and they kept trying to sell a pay for email spamming me daily with over 20-30 emails in a day and stating that if I paid that would not happen. So, now I am in the middle of selling homes for several clients and I cannot converse with them. I kept trying to complete the forget password and google kept stating not enough information until they pushed my account into recovery mode. I have screenshots and never did they send me a code so who got the code? I also was able to get into another one of my emails and then sent them the code as a reply and again nothing. I offered FaceTime since my photo is also on my gmail account and all over the internet and again still locked out going on almost five days with a hacked bank account and other accounts damaged in the amount of 2500.00. What is going on then you cannot find a phone to contact them and when you do they say go to the web where the problem started. Irresponsible for the person running the security. You have to speak to someone when they keep sending you in a loop. I also offered the email Gmail (other I have or yahoo) they sent one code then where you enter the code vanished and they put me back through the loop again. This went on for now three days with the codes not coming or the place to put the code disappearing.
Business Response
Date: 08/26/2022
Business Response /* (1000, 5, 2022/08/09) */
Hello ******

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

For the best and fastest support for your concern, we encourage you to contact us directly using the specified links below.
https://support.google.com/accounts/answer/7682439?hl=en

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:08/08/2022
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 use Google Fi for my cell phone service. I have a Google Pixel 5A 5G phone and ran into issues in which my service would drop at random for a few minutes at a time. I called in on Monday, 8/1/2022, to see if they could help me fix this issue. The lady I spoke to had me run a few commands on my phone (such as *#*#...#*#*) -- once I did this my phone stopped working completely - no text messaging received or sent, no phone calls placed or received, and no data. Once I told her this she mentioned that I should go out and buy a new SIM card and the cost would be refunded to my bill. I followed her instructions and called back once I had re-activated my service with the new SIM. This suggestion did not fix my issue and my phone remained without service. She proceeded to escalate my case to the Google Engineering team and I was told on 8/3/2022 that it should be resolved within 24-72 hours.

The Google Engineering team has provided me no updates, no timeline for fixing my service, and no details on what the issue may be. After multiple calls and emails to Google Fi Customer Service I have only been told that my case is still being worked on.

I made it clear that I use my phone for work and need service to continue to work effectively -- they provided no alternate solution and told me to wait. It has been one full week without any cell phone service and as of today they have provided no update on a timeline for fixing my service. My case #4-*************.

I have signed up for a Pixel 5A 5G subscription plan and signed my mother up for one as well. The subscription plan requires I remain a Google Fi subscriber to receive a discount on the physical device, however, I cannot remain a subscriber if I don't have service.

The level of service I have received from Google Fi Customer Care is unacceptable. Despite numerous calls and emails they have been unable to provide even a simple update on the specifics of the issue or commit to a timeline to restore my service.
Business Response
Date: 09/23/2022
Business Response /* (1000, 5, 2022/08/09) */
Hello *******,

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

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

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,
******
Google Support Team

Consumer Response /* (3000, 7, 2022/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a generic response that has nothing to do with my case as my case number was already included in my original dispute description.

Business Response /* (4000, 9, 2022/08/25) */
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

Consumer Response /* (4200, 11, 2022/08/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My service is at the same place it was when I called in. The issue is absolutely not resolved. The person I spoke with only resolved the completely separate issue they themselves created when I called in for support. At this point in time my service continues to drop in major cities and suburbs alike. I continue to request the same resolution I outlined in my initial complaint. I have no interest in remaining a Google Fi customer and refuse to be penalized for leaving the service when my reason for leaving is that I am not being provided consistent service.

Business Response /* (4000, 13, 2022/09/08) */
Hello BBB Team,

Thank you for bringing this user's issue to our attention. We see that the user canceled their service. We have provided a one time courtesy credit to waive their September billing charges due to the issue.

As this issue has been resolved, we ask that the BBB close this complaint.

Thank you,
The Google Fi Support Team

Consumer Response /* (4200, 15, 2022/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have stated "We see that the user canceled their service. We have provided a one time courtesy credit to waive their September billing charges due to the issue."

There is a glaring issue with this proposed resolution -- I canceled my service on September 1, 2022 so I have no billing charges for September or if I do have any billing charges they should be less than $5 in total. Nonetheless, they did not specify what this credit would be and my final bill will not generate until 10/2/2022 so I cannot see any details.

To restate -- I had poor service that continued to drop for roughly 10 months in total. I finally called in to get it fixed and following the service agent's instructions made my situation worse and my service completely drop. Google Fi Customer Service let me spend two full weeks without service despite my explaining I had to travel for work and that I used my phone for work. When finally, after two weeks someone reached out they were able to fix the service agents issue, but did not fix my original issue that I had called in for. At this point my service remained as poor as it had been prior to it dropping all together.

Finally, I had had enough of calling or emailing customer service on a daily basis and I canceled my service for my entire group plan (myself and my mother). I paid $90 in activation fees to my new carrier.

This experience was both exhausting and unnecessary and Google Fi Customer Service has continued to show a frightening trend of ignoring the actual content of their service tickets and now this BBB complaint. Time and time again the response to this complaint has not addressed or even acknowledged my proposed solution and has instead defaulted to requesting the case be closed without ever addressing the complaint head on.

As an alternative to my initial desired resolution I would accept a $500 credit to my Google Fi account to offset the costs related to two weeks of completely no service (8/1/22 - 8/15/22), roughly 10 months of poor service (11/15/21 - 9/1/22), and carrier switching fees I incurred related to my cancelation.

The 'poor service' and 'no service' dates referenced above are not new information and had already been provided to customer service agents in previous cases including case 4-*************.
Initial Complaint
Date:08/08/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've had Google Voice # and Google account for many years. A few days ago I was prompted to change my Google password for security reasons, which I did. However, now I'm signed out from all my devices. When I tried to log in, the 2 step verification process texts a code to my Google Voice #, which I cannot receive because I'm logged out of my account. Upon research, I found out that I should not be using Google Voice # as a 2 step verification method. I was never told or given warning when I provided that info (which was probably many years ago). Now I cannot get into my account. I have all my kids and family's pictures stored in Google Photo, all my important files stored in Google Drive. Now I really regret porting my phone # into Google Voice because that number is now useless. Why would Google provide this # when it causes people so much headaches. Please I need a Google rep to reach out to me to get me back into my account. I can get the verification code by voice call, just not text, but I need a live person to help me because there's no online option for me to do anything.
Business Response
Date: 08/16/2022
Business Response /* (1000, 5, 2022/08/09) */
Hello ****,

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

For the best and fastest support for your concern, we encourage you to contact us directly using the specified links below.
https://support.google.com/accounts/answer/7682439?hl=en

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,
******
Google Support Team

Consumer Response /* (2000, 7, 2022/08/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Issue resolved
Initial Complaint
Date:08/07/2022
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.
Vendor is not providing a replacement phone for a manufacturer defect. Vendor acknowledged issue and agreed to send replacement phone. However, FedEx lost the package. Vendor now refuses to remedy the situation.
Business Response
Date: 08/26/2022
Business Response /* (1000, 5, 2022/08/08) */
Hello ****,

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

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

To get in touch with our Pixel team directly, please contact us via this page: https://support.google.com/pixelphone/?hl=en#topic=9153446

Best,
Oliver
Google Support Team
Initial Complaint
Date:08/07/2022
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 twins each received a Google Play card worth $10 for their birthday. When they peeled the covering off of the activation code on each card, it ripped the code off the cards, rendering them illegible. I contacted Google customer service via online chat, as I could not find anyway to place a phone call. I provided photos of the cards along with the receipt from Target where they were purchased. Google told me that "as a courtesy" they could reimburse me for one card, but somehow, it wasn't possible to reimburse or provide a new code for both cards. This is completely unacceptable seeing as I have proof of purchase for BOTH cards, and it is not my fault or my children's fault that the cards are faulty, and that it does not specify anywhere on the card that one is to "scratch" rather than "peel" the silver strip from over the activation codes. I requested a supervisor, as I did not agree with the solution, and I was told it would be 2-3 business days, and I would be contacted via email..... that's crazy.... It is not okay to tell one of my children that they unfortunately cannot have their birthday gift either, because it is defective and Google refuses to correct the issue when they are very well capable of doing so..... you're a multi-BILLION dollar company refusing to re-imbuirse a CHILD for $10?!?
Business Response
Date: 09/08/2022
Business Response /* (1000, 5, 2022/08/08) */
Hello *******,

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

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

Best,
******
Google Support Team

Consumer Response /* (-5, 6, 2022/08/10) */
***Document Attached***
It's been 4 days since they said 48 hours... no response yet

Consumer Response /* (3000, 8, 2022/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I literally already provided my case information in my original complaint.... Case ID 9-*************.

I was told to allow 24-48 hours and I would be contacted by a supervisor. That was on 8/7/22, over a WEEK ago. I still haven't received a refund, credits, or even an email. I contacted customer service again last week, and they told me my case was already active and that I must wait for a supervisor... despite my protesting that it had been well over 24-48 hours without a response... Your customer service is atrocious. At this point I would just like a refund for my $20, my kids don't need google play codes, I'll buy them a Apple Card's instead.

Consumer Response /* (-5, 9, 2022/08/16) */
I was contacted early this morning by "*****", a "supervisor", and entire week past the 48 hours I was told. He didn't help me whatsoever. After I was originally offered one code by "****", ***** offered me no resolution. It's really sick that Google, a multi-billion dollar corporation, sells faulty products and doesn't take responsibility for them. I've had this same issue (codes scratched off) on V bucks cards and on Target gift cards, and both Epic Games and Target offered replacements without me having to so much as speak to a supervisor or jump through any other unnecessary hoops .

Business Response /* (4000, 11, 2022/08/23) */
Google has reviewed the request and is unable to provide a refund for the gift card in this case. In accordance to our Gift Card Terms of Service*********************************************************** Gift cards are non-refundable including in scenarios where they are lost, stolen, destroyed, or used without permission.

Consumer Response /* (4200, 13, 2022/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Terrible customer service.... You guys take days and days and days to respond, and you sell faulty products and edit into your "terms of service" that they cannot be replaced even when they're faulty and it's a common occurrence. Any other business is willing to replace a damaged gift card. It was not stolen or used. It was damaged and does not work. You're literally stealing from consumers who pay their hard earned money for your products that are then rendered useless due to your "terms of service" that likely aren't even listed anywhere on the card itself, and even if they were, you're still a poor excuse of a company for even writing such terms of service. I will never ever purchase a google gift card again. Apple, epic games, Nintendo, target etc - all companies I've had damaged cards from that they were able to verify in their system were ever used and then provide a replacement card or code. I'm not sure what a multibillion dollar company needs such a strict policy against returning money or providing usable products to their consumers. Thank God these were just $10 cards and not the $50 ones I was considering purchasing. Also thank God my family now has apple products to use and purchase apps from over your poor excuse of an App Store and company. You've lost four loyal customers in my home alone, and I will be sure to tell my extended family to never purchase your products either since they're not guaranteed to be usable.
Initial Complaint
Date:08/07/2022
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.
After buying a movie from YouTube I was charged 9 times for $24.99 for California concert tickets. The purchases were made between 3:30am to 4:40am than I was charged again twice for $9.99 for the same thing at around 7:30am. I filed a complaint with google and they said the purchases werent fraud and to contact my card holder. My debt card is a payroll service card and not a actual bank so they werent able to help me. I dont live in California and why would I buy 9 tickets at 4 in the morning.
Business Response
Date: 08/26/2022
Business Response /* (1000, 5, 2022/08/08) */
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/gethelp

Thanks,
Theresa
The BBB Core Team

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