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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

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Google, LLC has 42 locations, listed below.

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    Customer Complaints Summary

    • 9,040 total complaints in the last 3 years.
    • 3,257 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/03/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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'm a dentist and my name on google listed under different address. I claimed the business and tried to update my profile fir the past 6 months with no luck . Google keep telling me they will mail a post card to verify it's me but I never received it . My current address is *****************************************

      Business Response

      Date: 08/22/2022

      Business Response /* (1000, 5, 2022/08/04) */
      Hello *****,

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

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

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

      Thank you,
      Phoebe
      Google Support Team

    • Initial Complaint

      Date:08/03/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been unexpectedly unable to access my Gmail account as of yesterday morning. I am locked out and unable to sign in, advised by the system that my identity could not be verified. I cannot understand what went wrong or why this occurred all of a sudden. I use this account for a plethora of applications, including work, banking/finance, travel and personal contacts. I have been unable to access my work-related documents and presentations that I have saved to my email account, and this has me currently sidelined. I need Google to take action to provide me with ownership of my account and data. I have attempted to fill out the account recovery form on several occasions yesterday. Nonetheless, no actions were taken, and I was given the below response:
      Hello Google user,

      Thank you for contacting us about being unable to access your Google account. We've looked into your account and confirmed that it is still active, so you should be able to log in normally.

      Please try logging again. If you can't remember your password use this form and select "I don't know my password". If you can't remember your username, but still have access to the email address you used to create your account, you can regain access to your account by selecting "I don't know my username."

      No credentials of mine have been altered. I am still signing in from the same devices and location that I always do. I am also using the same password I have used for years. However, every time I try to log on, I am given the same errors, and I have attached the screenshots of those errors in the message.

      I have a major conference coming up next week, and I need to access my emails to retrieve my files. It is unfair and unfortunate that Google has the right and ability to hold my data hostage. I have even tried doing an email recovery through my designated secondary email ******************* Google sent a verification code to my email, which I correctly entered. I was still not granted access.

      Business Response

      Date: 08/22/2022

      Business Response /* (1000, 5, 2022/08/04) */
      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:/********************

      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:/********************accounts/answer/7299973) for help.
      If your account is disabled please go to this page: https:/********************accounts/contact/disabled2"

      Thanks,
      Theresa
      The BBB Core Team

    • Initial Complaint

      Date:08/03/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Dam neck naval base The beach ??? Complaint I'm a military spouse trying to get to the dam neck beach, well, the Google maps sending me a wrong directions plus in the way I can't go and the cop told me its happened all the time hope to God I hope I won't get a ticket or anything for this Scared and nervous and worried about this There is no sign or anything for the dam neck beach I really embarrassed and stupid and can't stay relax about this and can't believe this happened to me Scared and nervous and worried about this review Stupid Google maps Google maps always got technical issues

      Business Response

      Date: 08/04/2022

      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 Maps team directly, please contact us via this page: *******************************************maps/?hl=en#topic=3092425

      Thanks,
      *******
      The BBB Core Team

    • Initial Complaint

      Date:08/03/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 JULY 5 2022 *********** WAS STARTED SOMEHOW FEDEX MISSPLACED THE PACKAGE AND A NEW RMA WAS STARTED *********** AS OF TODAY NO TRACKING OR ANYTIG

      Business Response

      Date: 08/22/2022

      Business Response /* (1000, 5, 2022/08/04) */
      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 Pixel team directly, please contact us via this page: ***********************************************************

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

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

      Thank you,
      Phoebe
      Google Support Team

    • Initial Complaint

      Date:08/03/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      A health care provider company Care Dash And Better Help has created and posted on its website my profile as a therapist. It has done so without my knowledge or consent. I believe the purpose of this posting is to drive my prospective clients to CareDash and BetterHelp, common online therapy platforms for referrals to other therapists who have agreed to participate with them. I have never given them written or verbal consent to use my profile. This practice at ***** the direct consumer of therapy services, a client who is seeking my services is the victim of a bait and switch scheme in being diverted to better health or care Dash providers, who could not be qualified to meet their needs. Further the posted profile is incomplete and contains erroneous information ie Misrepresenting my practice areas. It also contains personal information. I am very concerned about This misrepresentation because it misleads potential clients and may implicate my ethical Duties as a licensed therapist

      Business Response

      Date: 08/04/2022

      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 ********************** Support that you could provide?
      -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:
      **********************************************************************


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

      Regards,
      ******
      BBB Core Team

    • Initial Complaint

      Date:08/03/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Nest audio speakers do not work. Called to start warranty process. Waited a MONTH to call back. Was supposed to receive a shipping label to send speakers back. Ask for warranty replacement. Google asks for money. Ridiculous for a warranty replacement.

      Business Response

      Date: 08/04/2022

      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 Nest team directly, please contact us via this page: *******************************************googlenest/gethelp

      Thanks,
      *******
      The BBB Core Team

      Customer Answer

      Date: 08/10/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      Google has tried to charge me for warranty replacements per (Your Google Support Inquiry: Case ID ****************. While they have explained it's only an "authorization"; there should be NO reason why I, a non corporation, should have to play the "financial heavy" here, for getting what Google says are defective products replaced under their WARRANTY policy.

      Business Response

      Date: 08/26/2022

      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

      Customer Answer

      Date: 08/31/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      Lol, Google had ALL this time to check this out, and NOW they need MORE time? For a warrant replacement? Is the BBB reading all of this? Ridiculous.

      Business Response

      Date: 09/01/2022

      Hello BBB,

      We are currently working with the customer towards a resolution. We will continue to reach out to resolve this.

      Thank you,
      ************,
      Google Nest Support

      Customer Answer

      Date: 09/02/2022

      ***Document Attached***
      So, Google decided to reach out to me, outside of here; and offered to replace ONE of the two speakers.

      You seriously can not make this up. I do hope the BBB is reading this.
      See Attachment/File: Screenshot_20220902-033540.png

    • Initial Complaint

      Date:08/03/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 was hacked and all my saved passwords were downloaded by the attackers. They tried stealing $4000 from my bank account but now I can't sign in or recover one of my accounts. Google Support is only filled with information on their website and it's impossible to get a hold of anyone. The account has my old phone number as the recovery number that I no longer have access to. This is the only way Google expects me to be able to log back in, but some Chinese hackers have no issue logging into my account and stealing my passwords. Ridiculous.

      Business Response

      Date: 08/04/2022

      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 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"

      Thanks,
      *******
      The BBB Core Team

      Customer Answer

      Date: 08/10/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      they either can't read or didn't bother to read my complaint. None of the options google provides is of any help, and you can't contact their support because it doesn't exist

      Business Response

      Date: 08/16/2022

      Hello,

      Thanks for the Google Account Recovery request. We've sent an email to your contact email address with case ref 0-6787000032695. Please visit the link below for Tips to file an Account Recovery request.

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

      Regards,
      The Google Team.

      Business Response

      Date: 08/22/2022

      Hello,

      We've received a response from the user and we've sent an email to the user contact email address with case ref #0-6787000032695.

      Regards,
      The Google Team.

    • Initial Complaint

      Date:08/03/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      For the better part of a year and half now i've been getting slapped left and right by Copyright strikes for a song that isn't even playing. I submit numerous claims and they'll keep letting them strike my videos that aren't playing the song that they're saying is copyrighted.I just want some communication and a solution to this because at this point i'm at **** end. I'm just trying to provide entertainment but they keep just demotivating me to continue using their platform and giving up my hobby.

      Business Response

      Date: 08/04/2022

      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. Thank you.

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

      Thank you,
      Google Support Team

    • Initial Complaint

      Date:08/02/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 nest camera with floodlight as well as installation from the google store (receipt attached). When the installer came and installed the unit one of the floodlights failed to come on. Despite the attempts from the installer, it was clear the item was defective. I contacted google and initiated a return. However, they sent me a refurbished item at full cost. After multiple attempts to stop this and assurance from support that they had, the item arrived anyway. I acquiesced and decided to have it installed and I had to pay yet again to have the old device removed and the new unit put on. I have spent countless hours in chat rooms with google support and have all those emails, as i requested a refund of the installation charges since i didn't see why i should pay twice for installation when it was their unit which was defective. After several weeks of conversations, they advised that they approved the refund but were sending it to another group for another approval. I was advised today, Aug 2nd, that google doesn't refund for the install and i would need to contact the installer (Handy), which makes no sense since they did nothing wrong. I am exhausted spending countless hours and opening dozens of cases in chat rooms with no resolution so i am trying to resolve this through BBB. I have attached the receipt for the product and installation and have many emails over the last month with google i can share.

      Business Response

      Date: 09/28/2022

      Business Response /* (1000, 5, 2022/08/03) */
      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 Nest team directly, please contact us via this page: https://support.google.com/googlenest/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


      Consumer Response /* (3000, 7, 2022/08/08) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I have been talking to google support for over a month. Opened dozens of cases, spent countless hours in chat rooms. My request for a refund was initially accepted, and then rejected by another department. They just came back to me and said the refund was approved again. I don't know if this is for real or not and was told to wait another 5 days. I was then charged $300 for the replacement unit because they said they didnt get it in time. I sent the device back on July 23rd with the prepaid label they provided. They finally received and I was told serial numbers didnt match so they escalated to yet another department. I explained that i have the box for the serial number in question and i probably put the return device in the replacement unit box as i didn't know that mattered. I'm now waiting on that result. It shouldnt take this long to resolve a simple issue and to date i have not been refunded for anything.


      Business Response /* (4000, 9, 2022/08/25) */
      Hello,
      The customer has received a refund, we can consider this as resolved.

      Thanks,
      Andrew


      Consumer Response /* (4200, 11, 2022/08/30) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I was notified that i would received a refund for the installation which i appreciate. The check has not been received yet but i believe that is forthcoming. I still have not received my $300 refund for the defective device that i returned about 3 weeks ago. I keep getting strange emails from support saying i need to open a Payoneer account which i don't understand and sounds like a scam. I dont understand why it takes this long to refund my money on the defective device. I've contacted support MANY times. I've attached the latest conversation. This is related to RMA ************.


      Business Response /* (4000, 13, 2022/09/22) */
      We've since confirmed with the consumer that their concerns have been fully resolved.

      - The Google Nest Support Team


      Consumer Response /* (2000, 15, 2022/09/27) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:08/02/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 offers zero live support. Consequently, when I go to recover my accounts with the recurrent billing, the pop-up screen in Gmail does not show. There is no way to access these accounts. They are locked forever. Worse, both of these emails are tied to recurring subscriptions. Google is intentionally charging me without access to my accounts, which is illegal. I want this matter resolved, and live support in place. Everyone should be contacting the States Attorney about this sham operation.

      Business Response

      Date: 08/19/2022

      Business Response /* (1000, 5, 2022/08/03) */
      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

    Google, LLC is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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