Business Profile

Internet Services

Google, LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

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

Customer Complaints Summary

9,038 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:08/07/2022
Type:Product 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.
On March 4, 2022 I received an e mail from Google Fitbit of a recall on Fitbit Ionic Smart Watches. Fitbit refuses to recognize my return and I have no Smart Watch and have not received a refund. I have completed all documents to qualify for and receive a refund.

I have attached all e mails I received from Fitbit, my responses including those where I have successfully registered for the recall and all the e mails sent to and received from the Wisconsin Department of Agriculture and Consumer Protection (DATCP).
Business Response
Date: 08/09/2022
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.

IMPORTANT: We can only assist with devices purchased directly from the Google Store. If your device was purchased from FitBit or a third party retailer, please contact FitBit Support.
https://myhelp.fitbit.com/s/support?language=en_US

To get in touch with our Google Store team directly regarding return orders, please contact us via this page: https://support.google.com/store/answer/7334136?hl=en.

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, 2022/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
08-19-2022

I do not accept the answer from Fitbit. I have contacted the business several times at the phone numbers given at their website. Each time I was told to wait someone would be contacting me. I contacted Fitbit and they needed my name and e mail account to check for my account. She told me I should wait for a team member to call me since I filed a complaint. I told her I was told many times since April that someone would call me back and no one has ever returned my call. She stated that she has no information as to the status of my refund. She stated she completed some kind of form to check status of the refund. She would be e mailing me back some information on the refund which may take two days.

Friday August 19, 2022. I have not received any e mail from the phone call on 08-19-2022. indicating that my case is being worked on.
Additional information can be sent after this message is received by BBB.

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

Unfortunately we cannot offer support on products outside of our scope of support.

We can only assist with devices purchased directly from the Google Store. If your device was purchased from FitBit or a third party retailer, please contact FitBit Support.
https://myhelp.fitbit.com/s/support?language=en_US

If the device was purchased from the Google Store website, kindly provide your order ID number. This Order ID number may start with the letter G.

Thank you,
******
Google Support Team
Initial Complaint
Date:08/06/2022
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.
Hello, I hope this message finds you well. I (*************) need this channel being deleted for impersonation harassment and bullying. These videos are posted against my will. It has caused me tremendous amounts of stress and possibly hurt harm or danger to me and my family. These channels violate my privacy as my home was being advertised on the platform. I want ******************************* channels deleted. The songs being played in these videos I have no copyrights to. It is possible that I will continue to be sued and/or harassed for using the instrumentals. I have constantly tried to get the hacker to remove the videos. I have been reporting to the Better Business Bureau and I team Memphis to try to get this issue resolved and hold the person(s) accountable for my misfortune. This is a desperate plea to have the channel deleted as it's against my will and defamation of character. You could reach me at ************ for further details of the actions I've taken. I would appreciate any help that is offered to get this situation resolved. Thank you very much for your time.
Business Response
Date: 10/10/2022
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 may further investigate.

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

Best,
******
Google Support Team

Consumer Response /* (3000, 7, 2022/08/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello... I'm asking that ******************************* channel is taken down.. As of right now the YouTube support has not given me a ID number or anything.

Attached are screenshots of the exact channels and videos that are causing a disturbance in my life as I have constantly been seeking help to have the removed.

Business Response /* (4000, 9, 2022/09/01) */
Hi,

Our dedicated specialists team is currently working on your case and we are in continual communications with them to monitor the progress of the issue.

However, this is taking more time than usual. We request for more time so that we can explore all possible solutions and provide the best solution.

Your patience is appreciated while we work for a resolution for you.

Regards,
******
BBB Core Team

Consumer Response /* (4200, 11, 2022/09/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not understand why it is taking so long... they have already deleted one of the videos

Business Response /* (4000, 13, 2022/09/23) */
Hello *******,

The channel is non-violative of our Community Guidelines.

You may still report the channel and videos to our privacy removal form or individual impersonation forms linked below:

Privacy Complaint Process
https://support.google.com/youtube/answer/142443?hl=en

Report Impersonation on YouTube
https://support.google.com/youtube/contact/impersonation

Thank you,
******
Google Support Team
Initial Complaint
Date:08/06/2022
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 50$ gift card from Kroger and got home and scratched the code to redeem it..was presented with an error page saying they needed info such as screenshots of the card, where it was bought, and personal info.. I provided everything asked of me and support is now telling me the card is somehow fraudulent. I have no idea why I was allowed to buy this 50$ gift card at the store only to be unable to redeem it in anyway. I would like to be refunded at least since I got no resolution and feel scammed out of fifty dollars. I work hard for my money and this is not okay
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.

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

Best,
Oliver
Google Support Team
Initial Complaint
Date:08/06/2022
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.
Microsoft has locked me out of my own account and they make it impossible to recovery there is no phone number to contact them or email. All they have is a recovery system based on a password which I forgot my password and a25 digit number. I am still looking for that key number but I have no idea where it is and I forgot my password. They can ask me other information to confirm my identity. It is ridiculous! I feel it is abuse of power and I need access to my files. I would appreciate it if BBB could look into this matter to help me get
in contact with Microsoft to have this matter resolved. It makes me wonder how many more people have been locked out of their accounts.
Business Response
Date: 08/26/2022
Business Response /* (1000, 5, 2022/08/08) */
Hello *******,

Thank you for taking the time to share your product or service feedback with Google. Unfortunately, the product or service that you're contacting us about isn't a Google product, or service, as you've mentioned Microsoft.

For specific contact details, please refer to any product or warranty materials included with your product or service.

If your concern is indeed with Google Support, please review the below steps to assist with account recovery.

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

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

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

Best,
Oliver
Google Support Team
Initial Complaint
Date:08/06/2022
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.
About 13 dollars i paid for a year of google my buisness they changed things and now the app dont work at all it wont let me post or manage or anything
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 their issue, we encourage you to contact us directly using the specified links below. For additional products and information, please contact us at https://support.google.com/

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

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

Best,
Oliver
Google Support Team
Initial Complaint
Date:08/06/2022
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.
Had transaction with Google Play in amount of $54.99 on August 1, 2022 which has shown up twice on my credit card on file, I only had one charge and have shared my password with no one, and I am the only one who uses my phone. I had another transaction in amount of $39.99 on August 2, 2022 and again the transaction has shown up twice on my credit card. All 4 transactions have posted and are not pending. I filed a claim with Google Play and have heard nothing back.
Business Response
Date: 08/08/2022
Hello *******,

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

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

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

Best,
******
Google Support Team
Customer Answer
Date: 08/16/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
The two double charges that were charged to the credit card I used to make 1 purchase in each amount have never been credited back to my account even though I contacted Google. I DID contact Google and again, the double charges have not been credited.
Business Response
Date: 08/26/2022
Google is more than happy to assist you. Our team will reach out to you.
Initial Complaint
Date:08/06/2022
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.
Hello. I have an issue to speak about with a google account that i lost to a hacker. I've been trying to communicate with you guys right after I figured out this situation has happened, but I've had no luck, and left the stolen account alone. Now, I'm here, now with some contact info for you guys help retrieve my account back. The new "owner" of this account has already changed everything. But I still have old info and facial recognition to prove that I have owned this account before. To start off, I have old emails before they were changed (imjustakid1092gmail.com) with two old backup codes that I've screenshotted, which i can send after you guys check out this complaint. And, I also have 3 old passwords that were attached to it. (********) (kingboss15912) (***************). One last thing, you guys can check the logs of people that used to log into the account. I live in ********, so you should be able to see the changes that occurred in 2021 (or 2020) I used to have a ** Sylo 3 attached to the account, and a iPad attached to it too, with my ******* channel to come along with it, the name used to be (Kingboss15912). I started ******* in 2016, and the last time I remember, I had 1.2K subscribers. I hope you guys can retrieve my account back. Any further info I may be able to possibly send over to you, (concerning old information). If you need to personally contact me, I have my phone number *************) ************************** If you guys are able to bring my account back, can you link the email with the email ************************** thanks.
Business Response
Date: 08/08/2022
Hello *****,

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

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

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

Best,
******
Google Support Team
Customer Answer
Date: 08/08/2022
Im sorry, the email is actually ************************* that was my mistake
Customer Answer
Date: 08/18/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
i have already reached out to support.google.com, i would like for you guys to continue further investigation. BBB CASE#: *******
Business Response
Date: 08/24/2022
Hello,

Thanks for the Google Account Recovery request. We've sent an email to your contact email address with case ref #(6-6140000033062). Please visit the link below for Tips to file an Account Recovery request.

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

Regards,
The Google Team.
Customer Answer
Date: 08/30/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not get a recovery account email under the contact email *************************
Business Response
Date: 09/08/2022
Hello,

Thanks for Google Account Recovery request. We've sent an email to your contact email address with case ref #(2-4061000032471). Please visit the link below for Tips to file an Account Recovery request.

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

Regards,
The Google Team.
Customer Answer
Date: 09/15/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello, i still have not gotten the email. My contact email is **************************
Business Response
Date: 09/24/2022
Hello,

Thanks for the Google Account Recovery request. We've sent an email to your contact email address with case ref #(5-9126000033314). Please visit the link below for Tips to file an Account Recovery request.

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

Regards,
The Google Team.
Customer Answer
Date: 10/02/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
You guys still haven't sent the email yet.
Initial Complaint
Date:08/05/2022
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 a subscription plan with Google Fi for the Pixel 5a. After having continuous issues with the phone I asked if I could simply get out of the subscription and upgrade to a better phone. Was told by Fi I could upgrade but I would still be responsible for the remaining balance of the phone I was trading in. I had this escalated and nobody on Fi support side was helpful at all. At one point I was transferred to a entirely different department that has nothing to do with Fi. The support team is either completely incompetent or purposefully ignorant.

Earlier this week, via Case ID ***************, I requested a replacement of my phone under warranty because my screen went out. I was told by the support rep the phone would arrive in 1-2 business days, however I never received the phone. Today, via chat ID ***************, I asked where the phone was because I never received any information after the previous chat ended. Over 2 hours later I'm told there is a "technical glitch" and the replacement can't be ordered.

I don't even want the replacement but I have to have a phone. What I want to be able to do is pay Google MORE MONEY to get out of a poor situation and be better satisfied with the service I have been paying for for almost 5 years. It shouldn't be this hard to get an upgrade or get a replacement for a broken phone.
Business Response
Date: 10/06/2022
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 Google Fi team directly, please contact us via this page: https://support.google.com/fi/gethelp

Thanks,
Theresa
The BBB Core Team

Consumer Response /* (3000, 7, 2022/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is exactly the kind of response I've come to expect from Google. They tell me to reference the case ID when that's EXACTLY what I did in my initial complaint. Again, the support team is either woefully incompetent or purposely ignorant and not actively helping solve a problem.

The case IDs have already been referenced. Please go back through what I provided and fix my issue

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

We thank the customer for providing us with this information. The user has received their replacement device. 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, 17, 2022/09/13) */
***Document Attached***
Google has falsely claimed this issue is resolved. They asked the ticket be closed with you communication to me and made a false resolution on this site. Asking this be reopened and my initial request be looked at correctly by Google

Business Response /* (4000, 19, 2022/09/29) */
Hello BBB Team,

Thank you for bringing the user's issue to our attention. We have reviewed their case and we see that the user wants to trade in their current device, a Pixel 5a, and upgrade to a different device. In order to trade in the device, the remaining financing charges must be paid off first on this device. Since the device is enrolled in the subscription plan, the payoff amount will be higher than if the user finishes the subscription plan term and then upgrades to a new generation Pixel device.

The user has received a replacement device and it is currently active on their account. We ask that the BBB close this case.

Thank you,
The Google Fi Support Team
Initial Complaint
Date:08/05/2022
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 locks users out like me with NO recourse to get back in. You can't contact their customer service because they are so big, they don't need to provide customer service. You can't get anything accomplished; it is as though once you are locked out by Google for any reason they pick, you are banned from their platforms with NO recourse and they have such a large customer base they can afford to treat folks with zero compassion, zero respect, and zero appreciation. For working folks like me who rely on their platform, there needs to be some level of commitment. I even pay them for Google storage and they still get to ignore my needs.
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 may further investigate.

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

Best,
Oliver
Google Support Team
Initial Complaint
Date:08/05/2022
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 Google account has been locked out. Google does not give me options to recover my account. I called their customer service number and waited on the phone for 4 hours and had no help, I finally hung up. My account remains locked out with me unable to access my data. Google should contact me to help me with this issue. Their live customer service number should be accessible.
Business Response
Date: 08/18/2022
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 may further investigate.

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

Best,
******
Google Support Team

Consumer Response /* (2000, 7, 2022/08/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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Google, LLC is NOT a BBB Accredited Business.