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

9,035 total complaints in the last 3 years.
3,250 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:08/02/2022
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 July 13, 2022, I attempted to purchase a Google Pixel Pro phone due to a promotion Google was advertising. I navigated to the Google Store page and attempted to purchase the phone (discounted $200, a phone case discounted $10 and included a trade in of my phone which at the time was valued at $400). However, when I attempted to purchase these items and trade in my phone, I received errors during the purchase that my Google Pay account was not in order and this prevented me from completing the purchase. I then navigated to Google Pay and saw there was a need to "verify" my identity and form of payment even though I've never used Google Pay before. I submitted my verifications (which coincidentally consisted of actually taking photos of my driver's license and debit card and uploading them to their website). I then received an email the account was corrected. I tried to purchase the items again. Same error. Resubmitted my verifications and tried to purchase the items again. Again failed. I chatted with a Google CSR about the issue. They opened a ticket to fix the problem. I told them the promotion may end before they fixed the problem. They emailed me they would honor the promotion. On July 29th, 2022, Google again notified me my Google Pay account was good to go. I went to cue up the items and learned the trade in value of my phone changed from $400 to $350. I contacted Google to see if they would honor the promotion. Via email and chat, they claim they cannot. I asked to escalate the issue. They reported it already was, so I am left with no recourse. This is the reason for my BBB submission.
Business Response
Date: 08/03/2022
Hello ******,

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

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

To get in touch with our Google Store team directly regarding any existing orders, 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:
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.
Once again Google has locked me out of my account for over a week. The suggestion they give to restore account does not work then they lock me out and keep asking for a **********'s been over a week again and I have no access to my account ****************** as this is my main account. Please help me and someone needs to stop them from asking for a dollar and they don't fix the situation and each time you try to recover the account they ask for a dollar ir me. Please help ke
Business Response
Date: 08/03/2022
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.
************************************************************************

IMPORTANT: Account Recovery is a free tool. The $1 is to authenticate your billing information, this is only an authorization hold and will not be a completed charge. Any entity claiming to be Google Support and requiring full payment may be a scam. Only use Google's Account Recovery tool.

For Account Recovery issues, we recommend checking 'Tips to complete Account Recovery steps' (******************************************************************) for help.
If your account is disabled please go to 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:
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 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:
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.
2 Days after receiving my purchased Google Nest Gen2 Camera Battery; I called in due to it not working as advertised. I spent multiple hours testing and working with Google ***************** I was guaranteed a call back by a supervisor within 24 hours on 2 separate occasions, yet never received a call. I called back again and in the end they concluded it was defective, and asked that I swap them for a refurbished unit or take it back to the retailer for a new replacement. I swapped it out for a new unit, a week later it arrived, and I had the same issues as before on day 1. I called customer service again and they escalated it up to their engineering department. I was told I would be contacted in 1 business day with a resolution, but here it is 3 business days later and they can't tell me when the estimated time will be. I then asked for a full refund on the 3 google products purchased, but my refund window has gone by. When contacting their customer support I am told to wait until their engineering department gets back to me, but they cannot give me a time frame. What started out as 1 business day is now undetermined, and could be weeks or longer. They will not refund me due to it being purchased elsewhere, and I can't return it due to it being over 15 days since purchase. Had I not listened to their customer service about them being able to fix the issue, I could have returned all the items in the refund period. Now I'm stuck with nearly $500 worth of their products that doesn't work as advertised, and no way to get a refund, and no estimate on if or when they can fix their issues. To me if seems like a faulty design that they are selling, as I've been through 2 brand new units that have the same issues. I have contacted **************** multiple time, as they give me the run around, and disconnect when I ask who or how to get a refund for these defective products. Attached is a word document containing part of the customer service experience I've had with them.
Business Response
Date: 08/03/2022
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 Nest team directly, please contact us via this page: *****************************************************************************

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

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

Thank you,
******
Google Support Team
Customer Answer
Date: 08/08/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
3-9233000032435
6-3385000033285
9-6843000032904
1-7719000032741
7-1290000033141
2-6477000033220
4-0318000032297

The above numbers are all the cases in which I have spoken to someone either through Email or **************** Chat. I am also attaching a history of all the communication I have copies of. It is now coming up on 3+ weeks or technical support including the exchange of a prior camera I was told to be defective. I just want my money back on all the Google Products I have bought in the last 30 days, as I cannot refund them through the 3rd party retailer due to listening and waiting for your technical support, in which it was continuously instructed to wait for assistance. Had I not listened to your customer service, and believed that the product could be fixed, I could have returned the product on day one.

See Attachment/File: Chat Logs.rtf
Business Response
Date: 09/01/2022
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: 09/04/2022
**********,

We're performing outreach for this user in gCases ID: ***************.

Thank you,

*******
Google Nest Support
Customer Answer
Date: 09/06/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Your company (Google Nest) has been telling me this same statement for over a month now. It was supposed to be escalated over a month ago, and to put it *****, they have no idea why it's not working. The last contact I had said they would be upgrading my Nest Aware plan so that they could do some further testing, but I haven't heard back from them since. Basically, all I'm ever told is that it's escalated, it's beyond anyone that I can speaks with, and I just have to wait an undisclosed amount of time, this is then followed with a statement they have other customers to deal with and they either leave the chat or hang up on me. This has been done to me more times than I can count, and I have a ton of documentation showing it. I've been through 2 separately new cameras, one of which was an exchange per your company's advise as they told me the original camera was defective on day 1 of owning it. This has drug out to an insanely amount of technical support time, and there still hasn't been a resolution, nor have I been told what is being planned or worked on. I really wish your company would do right and just refund all my Google Products that I bought over a month ago, that your company has drug out the Technical Support for so long that I can't get refunds through the retailer. This product doesn't work as advertised, and it's not just mine doing this, as I've since done further research and a large number of people have the same issues and just gave up dealing with your customer support. Please do the right thing and either fix my issue now, or refund my purchases of your companies products.
Business Response
Date: 09/26/2022
Hello BBB,

We have been in contact with the customer and will continue to assist with resolving the issue. At this time we are continuing to troubleshoot the issue and will provide updates through resolution.

Thank you,
**************
Google Nest Support.
Initial Complaint
Date:08/01/2022
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 had previously used Google ads for my business. I paused the campaign so that charges stopped coming in. They turned it back on without my consent and pushed a $500 charge through at the end of July. The first person I spoke to said that they saw that I had paused the campaign and didn't know how it got turned back on and that I would have to claim it as fraud with my bank. I told them that was unacceptable as they needed to give me a refund for a mistake on the part of their company. It was escalated to a supervisor who called me back the next day and said there was an automatic feature tied to my account that turned it back on. I never at anytime agreed to a Temporary pause with it automatically re-activating at any point. They are still refusing a refund.
Business Response
Date: 09/07/2022
Business Response /* (1000, 5, 2022/08/02) */
Hello *******,

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

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

To get in touch with our Ads team directly, please contact us via this page: https://support.google.com/google-ads/?hl=en#topic=9803759

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

I hope you're well.

Query: Concern Related To Charges Google Ads *************

Investigation: *******, after thoroughly checking and reviewing your account, our team has confirmed that the charges in the account are legitimate. The campaign, Reliable Realtor, was enabled as per the automated rule being set up in the account.

Now, we've checked the change history of the account as well and this automated rule was set up using the email address,********************************* This is the only email address that has the admin access to the account.

Due to the automated rule being set up for the campaign being enabled, the ads started serving.

Next Steps: Now, with that said, as a gesture, our team can pursue a credit of $100 that can be credited in your account for future advertising purposes.

To proceed in pursuing this credit, reply directly to this email confirming that you would like to accept the $100 credit. I look forward to your response!

Much as we would like to, we are unable to recognize this event as one that qualifies for a refund, as the activity resulting in these charges was customer initiated. We understand the resolution is not to your preference and I wish I was able to do better to meet the expectations, though we find ourselves constrained by the policy guidelines.

I hope you understand. Thanks for choosing Google Ads.

Sincerely,
******
Google Ads Team

NB: If you need to reference this support ticket in the future, the ID number is 9-*************

_________________________________
My Response: I was first told that someone must have hacked into my account and then later was told about somehow an automatic enable.

You can SEE where I went in and paused the campaign. When I did there was absolutley NO warning that it would "automatically" come back on.

Your company is guilty of deceptive practices, slamming and cramming.

I have filed a complaint with the better business bureau, the ftc, the consumer protection agency as well as with my bank.

If you keep continuing on with this nonsense my attorney will be next.

Issue me a refund and ensure my ad account is completely disabled IMMEDIATELY.

This email serves as proof of my request to disable all ad services and the DEMAND that you cease and desist with all charges and billing.

Business Response /* (4000, 9, 2022/08/17) */
Hi *******,

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

Our support team is currently pursuing a refund of the accrued cost for your campaign and should reach out to you at the earliest. Additionally, I've asked the relevant team to expedite the process.

Best,
The Google Ads team
Initial Complaint
Date:08/01/2022
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 am requesting a refund of $20 from Google Play. We live between the ** and ******. I purchased a credit of $10 on my daughter's google play account on January 24th when we were in ******. When she tried to make a purchase with this credit she received an error saying that she could not use the credit in this country. She waited until we were back in States and tried to make a purchase in June. She received the same error. I put $10 of credit on my other daughter's Google Play account when we were in the ** on June 20th. She is getting the same error message when she tries to use her credit.Both girls Google Play accounts are linked to *****************. I contacted Google Play through their online chat and spent over an hour giving them information and trying to get this resolved. They were unable to help but assured me they would escalate my request and have it resolved. Two days later I received an email stating that the problem was due to either: the currency of the gift card (there was no gift card involved), I am below the minumum eligible age (no minimum age mentioned and my daughters were attempting to make purchases from minecraft which they have done numerous times previously) or gift card purchased from unauthorized retailer (again - no gift card involved - I purchased credit directly from the Google Play store). There was no information on how they could access their credit or receive a refund. I responded to this email stating this and have not received a response. Google Play has taken my $20, $10 credit is appearing on both of my daughters accounts but they are unable to access it. I have tried to call google play but get a recording stating that they are no longer operating a call center due to covid. It seems they are happy to take money but unwilling to provide the promised services or or any customer service. I would like a refund. I am attaching both my online chat and email exchange below. Many thanks for your assistance with this issue
Business Response
Date: 08/02/2022
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: 08/08/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Based on this response the complaint was not even read as it is very clear that I have already contacted Google Support and my Case # is on both attached correspondances - 6-7633000033208. Google continues to stall and send customers down rabbit holes to avoid actually honoring their the services that they take money for.
Business Response
Date: 08/19/2022
Google is more than happy to assist you. Sorry for all the trouble and confusion. Our specialist will contact you soon.
Customer Answer
Date: 08/20/2022
***Document Attached***
This is the most recent correspondance with Google which has still not addressed the issue.
See Attachment/File: Gmail - Your Google Support Inquiry_ Case ID *******************
Customer Answer
Date: 08/24/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Google says they have issued a credit to each of my daughters accounts. I cannot find this credit anywhere on either of their accounts. In any case, a credit they are not able to access is not helpful. I would like the $20 credit to be refunded to the credit card I used to make the original purchases.
Business Response
Date: 09/01/2022
Contacted customer. Awaiting confirmation and or clarity.
Customer Answer
Date: 09/06/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
Google has now properly refunded me.
Initial Complaint
Date:08/01/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Under Google Account > ************************ > Subscriptions, my account shows old subscriptions that I want erased from my account. How can they be erased from the history? Third time contacting Google about this. Please find a solution.
Business Response
Date: 08/09/2022
Hello *****,

We understand you would like to delete your purchasing history.

Google is required by law to show proof of any transactions between Google and your bank account made through your Google Account. The transaction history is a record that you already own the content and you will not be charged again, even if the price has increased from what you paid.

For more information on our Terms of Service and Privacy Policies please visit our ************
*******************************************************************

Thank you,
******
Google Support Team
Initial Complaint
Date:08/01/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a youtuber for many years. Just recently youtube has been targeting my channel pulling my videos down for arbitrary reasons not explained in the terms and service. In a single instance youtube corrected themselves. But have not done so since and i have sustained two violations out of the 5 videos they have targeted. These are unfair business practices. All i ask is Youtube remove my violations and give a clear explanation of what they consider "spam" and Fair use.
Business Response
Date: 08/19/2022
Business Response /* (1000, 5, 2022/08/02) */
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,
Oliver
Google Support Team
Initial Complaint
Date:08/01/2022
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.
December 24, 2020 thru' August 6, 2021 Google charged me $3.18 every time I went into an online game called WORD NUT. Word Nut is a FREE game, in fact, has lots of listings about how free it is. I found Google had been fraudulently taking $3.18 every time I opened the app, sometimes twice a day. The list of charges amounts to $301.06. Somewhere in my research I found Apple involved, so I wrote to them - no reply. I wrote to Super Nutty Games who apparently wrote the app, the letter was returned as undeliverable. I wrote to Google headquarters enclosing the list of charges, but did not hear from them. I called Google, I was told they could not do anything So ... nearly a year now, I write to you as my last resort. This sneeky behind the scenes fraudulent activity is asinine.
Business Response
Date: 08/02/2022
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.
******************************************************************************************

For Play Store refund requests please contact us here: ******************************************************************************************

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

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

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

Thank you,
******
Google Support Team
Customer Answer
Date: 09/02/2022
No this is not resolved, I have waited and waited to get a response, but NOTHING. Google is allowed to take whatever money they want from people and can't even offer decent support.

All the money they take from us, surely is fraud, so when is someone going to stop them.
Business Response
Date: 09/12/2022
Reached out to the customer. Waiting on more insight on this charge issue.
Initial Complaint
Date:08/01/2022
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 business partner, *****************************, is the owner and proprietor of O.C. *************** Services, a small window cleaning business out of ****************, **. After he accidentally deleted and then reinstated his email, all of his reviews disappeared. I tried to help by creating a new email address and trying to get that one listed as well. When we filed a customer service request with ********************** to have his old email's reviews restored, the company responded by freezing both Google accounts. When asked why, they simply said that we had violated their policies without specifying which policies were violated or what we could do to rectify the situation. I suspect that the existence of the two email accounts is the policy violation, but at any rate the company refuses to communicate with us or help solve the problem.
Business Response
Date: 08/02/2022
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.
************************************************************************

For Account Recovery issues, we recommend checking 'Tips to complete Account Recovery steps' (******************************************************************) for help.
If your account is disabled please go to this page: *********************************************************************

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Customer Answer
Date: 08/11/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
My business partner and I have already done all of this already. We have yet to get a satisfactory explanation for why his Gmail account was frozen or what steps we need to take to restore it. We have already reached out to Google Support twice. That is why I was forced to take the very frustrating step of reporting this problem to the Better Business Bureau. Please kindly explain why this account is frozen and specify the steps required to unfreeze it and restore my client's missing reviews. It is a relatively simple and straightforward request. Thank you.
Business Response
Date: 08/27/2022
Hi,

We apologize for any frustration you may be experiencing as a result of Google products or support. I'm looking into the issue further and I see that one of the businesses was for a service area business and one was for a hybrid business.

I'd like to look into this issue much closer and will require additional information to properly troubleshoot the issue at hand. Typically, people would file reinstatement requests for reinstating the business listing. You can do so by filing a request here:

But I'll be happy to streamline that process for you.

You also mentioned that an email has been disabled? I'm not sure what you mean entirely by that, as I'm not seeing that on my side of things, but I'd be happy to look into this further and see what might be the issue at hand. We've gone ahead and created a ticket to look into the issue further. Please respond to an email with the case number # 1-4221000033222 We can then collect the required sensitive information and troubleshoot the issue accordingly.

Kindest regards,

The Google Business Profile Support Team

Hi,

BBB team more time is needed for the merchant to get back to us and provide the additional context.
Business Response
Date: 09/11/2022
Hi,

The issue is resolved as the listing is now live on maps: **********************************************************************************************************************************************

Please let us know if you'd like us to review this information further.

Kindest regards,

The Google Business Profile Support Team

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