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.
3,256 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:07/30/2022
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 am a current Google **************** and ******* Music subscriber. I have ordered multiple items from Google store before. However this week, I was not able to leverage the discount afforded to me by my Google One membership. By being a Google One member, I am supposed to be able to get a discount on all Google Store purchases. However, everytime I try to use this benefit I am denied the ability of using it. No one from Google has been able to help me and only points me to terms of service. I have reminded every Google representative that other purchases go through just fine, but the only service I get is a link to their terms.
Business Response
Date: 08/01/2022
Hi,

We apologize for any frustration the customer may be experiencing because of ********************** 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.

Regards,
******
The Google Support Team
Customer Answer
Date: 08/08/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I did contact Google for assistance. I attached a copy of the email thread from which I was receiving support. Did you read the attachment? Does that provide the information you need?
Business Response
Date: 08/16/2022
Hi,

Thank you for bringing this issue to our attention. I will reach out to the customer in Case *************** and keep you updated here. I will close the loop when we come to a resolution.

Regards,
Meet
Initial Complaint
Date:07/30/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have people claiming copyright to my works that I have already copyrighted and would like YouTube to look at the copyright numbers that I have to see I sole have the right to legally reproduce it
Business Response
Date: 08/01/2022
Business Response /* (1000, 5, 2022/08/01) */
Hi,

We apologize for any frustration the customer may be experiencing because 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 Google Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

Regards,
******
The Google Support Team

Business Response /* (4000, 14, 2022/09/09) */
Hello,

We need the URL for the video in question in order to proceed with your inquiry. Here are instructions for how to locate a video URL:

Find the video in question on YouTube.com
In the address bar at the top, you'll see the video URL******************************************************
Copy the entire link and paste it into your email reply

Sincerely,
The YouTube Team
Initial Complaint
Date:07/30/2022
Type:Product 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 bought a nest thermostat last August. It was a bad piece at the very beginning so best buy replace a new one to me. Then in April this year, the thermostat stop functioning correctly, after I paid 100USD for an HVAC pro to diagnose it, I called the **** service, and after their diagnosis again, I got a placement. 3 days ago, our cooling stopped working again, so I called nest to refund since the device is very unreliable, after their diagnosis this time, they want to send a new replacement again but refund. From my perspective, their product is ****, I spent 250USD, and it stop working twice in the past 3 months. Even they will send a new one, but it still takes **** business days, the weather is extremely hot, it's a burning to suffer it due to the thermotstat issuse. I would like to seed another product instead of wasting my time and money and putting my life in a wait in the extreme weather I don't trust **** anymore, even if it will replace every time, but it is a waste of my time, and they will leave us in the hot or cold weather for several days. I have attached the original receipt from bestbuy and a replacement record from google. you will clear to tell their product's defects. Broken twice in 3 months!!!!!
Business Response
Date: 08/09/2022
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

Regards,
*******
The BBB Core Team
Customer Answer
Date: 08/21/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
here is my case number: 0-7080000032601

Customer Answer
Date: 08/23/2022
***Document Attached***
updates:
the new replacement is a defactive device again. This is the third replacements from goolge this year(till Aug), plus another replace from bestbuy(last Aug) where I purchased the product.

I hire a nest pro to install the new nest device, the pro contractor diagnosed the connection and everything else, then conduct the result: the new replaced nest device is a bad piece.

the pro's report attached.

I cannot believe that Nest a google company has such terrible production quality control, at least to me, 4 replacements are broken less than a year.

I am super tired of getting out of AC or heat, and keep pay the **** pros to check and check, the money and time is a blockhole to me.
See Attachment/File: nest.png
Business Response
Date: 09/14/2022
Hello,
We have reached out to the customer and are working towards resolution.

Thanks,
Google Nest Support
Initial Complaint
Date:07/30/2022
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 reached out to Google local service ads support 2 times already and they don't help for following the advertising policies and you can never get a direct person at Google. A company name of AZ same day service ********************************************** in Scottsdale AZ is advertising Google local service Ads. He has pass the back ground check and insurance. He is around 70 years old his name is ************** and can't work and he has 4-6 workers that are not background checked or insured. Why is this company advertising Local service Ads? Propaganda, is this what Google Local Services Platform Policies is about? Sure seems like it . If this can't be resolved I will be exposing Google to the media
Business Response
Date: 09/19/2022
Business Response /* (1000, 5, 2022/08/01) */
Hi,

We apologize for any frustration the customer may be experiencing because 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.

Regards,
******
The Google Support Team

Consumer Response /* (3000, 7, 2022/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted google support and get a rep overseas mostly the philippines. They are not doing anything about az same day service. Why is this advertiser still running lsa ads. 1 he is around 70 years old and his workers are not google screened or back ground checked and going in peoples homes???? Here is one of the links. https://support.google.com/localservices/answer/6226575. THE BOTTOM LINE I NEED A WORKER IN POSITION OF AUTHORITY FROM GOOGLE TO CONTACT ME. MY NEXT STEP IS TO TAKE GOOGLE TO COURT.

Business Response /* (4000, 9, 2022/09/01) */
Hello from Google,

Thank you for bringing your concerns to our attention.

Local Services Ads by Google takes provider screening very seriously. All businesses that advertise directly on Local Services Ads by Google, have to pass our screening requirements that vary by category and region but may include license, insurance, and background checks. You can learn more about our business screening requirements: https://support.google.com/localservices/answer/6226575?visit_id=637976506872474441-4261321046&hl=en&rd=1

We have evaluated your inquiry regarding AZ Same Day Service and can confirm they meet all our screening requirements.

If this inquiry is specific to a recently booked a job with AZ Same Day Service through Local Services Ads with which you were not satisfied and you would like to request a refund through the Google Guarantee, please feel free to submit your Google Guarantee request through this form: https://support.google.com/localservices/contact/consumer_support_email. Be sure to click the "File a Google Guarantee Claim" button on the form, and to provide as much detail as possible so we can best assist you. Once submitted, one of our agents will review your claim.

Please note that customers that book providers through our Local Services Ads are backed by the Google Guarantee based on the Google Guarantee terms and that reimbursement is subject to those terms: https://support.google.com/localservices/answer/7125526?visit_id=637878101242965894-2547632462&rd=1.

Sincerely,
The Local Services Team
Initial Complaint
Date:07/30/2022
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 Google account was hacked and my credit cards were stolen. Someone gained access to my accounts and were making fraud purchases. I have gained access back to my account but my Google play store account was disabled. I contacted Google play to remove the block off my account and they asked for my drivers license and a copy of the card that was stolen. I provided them my license but I CANNOT provide them the card that was stolen because it was STOLEN! THEY said they cannot help me unless I send a photo copy of yhe card that was stolen. I cannot supply something I don't have because again it was stolen. I want my Google account restored now!! I already gave my drivers license now help Me get access please. Case Your Google Support Inquiry: Case ID *****************
Business Response
Date: 08/01/2022
Hi,

We apologize for any frustration the customer may be experiencing because of ********************** 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.

Regards,
******
The Google Support Team
Initial Complaint
Date:07/30/2022
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.
Yes I have been trying to reach Google phone support since may and have continued to have no resolution via their email or chat platforms I am basically continuing to get the run around I have expressed to these people I have limited understanding of reading and writing English and they continue to tell me they do not have phone support and will not accommodate me in any way they have overcharged me for a Pandora subscription I have provided bank statements showing this and they will not refund me any money or allow me to speak to anybody on the phone it has resulted in my Pandora music accounts and my Google storage to all be suspended and unable to be used I have been trying to get resolution on this matter for months and just try to get this morning and keep getting the same run around nonsense. Google has no phone support to assit its customers. I believe this is a serious issue & leads to discrimination & poor customer service. I have the dates & bank statements available. As well as extensive communication with them via email.
Business Response
Date: 08/19/2022
Business Response /* (1000, 5, 2022/08/01) */
Hi,

We apologize for any frustration the customer may be experiencing because 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/googleplay/gethelp

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.

Regards,
Thomas
The Google Support Team
Initial Complaint
Date:07/29/2022
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.
Google is billing me for GSUITE. I have not subscribed to this, I do not know what it is. My credit card is willing to cancel it as fraud, but will then have to issue a new card, which would cause me a lot of problems as I have several reoccuring charges I use this card for.
Business Response
Date: 08/16/2022
Business Response /* (1000, 5, 2022/08/01) */
Hi,

We apologize for any frustration the customer may be experiencing because 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/a/answer/1047213?hl=en

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.

Regards,
******
The Google Support Team
Initial Complaint
Date:07/29/2022
Type:Customer Service 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 attempted to purchase a google pixel 6 phone as a "guest" using my debit card on file with google. I had purchased a google pixel 6 phone as a gift some weeks prior and wanted one for myself. Google blocked the purchase and placed a "fraud" alert on my card. I contacted my bank and removed the fraud alert as it was not fraudulent activity, it was my activity attempting to use the card for purchase. Despite sending google required documents and speaking to google staff through chat and emails they have not released my account. This appears to be causing problems for me in other areas of online purchasing. Please help me resolve this issue.
Business Response
Date: 08/04/2022
Hello D,

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.

To get in touch with our Google Store team directly regarding any existing orders, please contact us via this page: *******************************************store/answer/7334136?hl=en.

Best,
******
Google Support Team
Customer Answer
Date: 08/10/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I am still unable to make a purchase from Google store. I just attempted to male a purchase and a message popped up stating my card is on hold. There is no explanation or statement of requirements to remove the hold on the card. Please resolve this "hold" on my card through google store so I may continue to make purchases of google products and services.
Thank you
Business Response
Date: 08/16/2022
Hi,

Thank you for bringing this issue to our attention. I will reach out to the customer in Case *************** and keep you updated here. I will close the loop when we come to a resolution.

Regards,
Meet
Customer Answer
Date: 09/10/2022
Google store has courteously and professionally resolved this issue with me as a customer. I am completely satisfied with **********************'s response by providing me at no charge, the product I was attempting to purchase.

thank you very much for assisting me in this matter and thanks to Google store staff for resolving this issue.
Initial Complaint
Date:07/29/2022
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.
BBB;

I have edited and sent google maps different emails to try and correct the business address I have attached the screen shot in question I am an employee of the business and this has effected us, due to the incorrect address and map wrong map location where placing it in a residential area, restricts truck from getting fuel, as they are unable to drive through residential streets.
address of the said business should be at "******************************" and is generating as
"*************************************** which is a home address, and when disputed it does not get corrected reasoning due to "Google unable to verify your edit"
not sure how they are able to verify location of a truck stop as a home address!
Business Response
Date: 11/23/2022
Business Response /* (1000, 5, 2022/08/01) */
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 Maps team directly, please contact us via this page: *****************************************************
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.)
BBB;
I have gone through the proper channels of editing and correcting erroneous map addresses and locations, and they where corrected published only to revert back to his original state, attached is where the incorrect address and map location,
Thanks

Consumer Response /* (-5, 8, 2022/08/19) */
***Document Attached***
BBB;
The address and location of the said business has again changed to the previously said incorrect address causing a financial loss in business,
address of the business again is NOT "**************************************

It is ********************************

See attached what it was changed to
Please correct back again!

Consumer Response /* (-5, 9, 2022/08/20) */
***Document Attached***
BBB;
Google took 7 days to publish The correct address and location to the business, but less than 17 hours to revert and move the incorrect address of the business.
again please correct and leave there!!

Consumer Response /* (-5, 11, 2022/08/23) */
***Document Attached***
BBB;
This is today's address and location of the "**********" Business
************************************

a "Residential" address where trucks are unable to get to due to semi's are unable to drive down residential streets
Thanks

Consumer Response /* (-5, 12, 2022/08/27) */
***Document Attached***
BBB;
Today again the address of the business has been moved to the fake/ false invalid address of
"*****************************

Business Response /* (4000, 13, 2022/08/29) */
"Hi there,
Thanks for contacting us. Our engineering team is working on the issue. We will get back to you shortly
Thanks,
The Maps Team"

Consumer Response /* (-5, 14, 2022/09/04) */
***Document Attached***
BBB;

Google original response to this complaint was to follow their protocol through their maps to correct this,
I have done that over (15) times and to this day it is still not corrected!

see attached same incorrect map location and address

Consumer Response /* (-5, 15, 2022/09/05) */
***Document Attached***
BBB;
Attached is an edit request and google response with the edit being accepted then published, taking a week for a request to be processed / accepted / approved/ then published,
but less then a day its reverted back!!
yesterday corrected location and map address, today back where it was

Consumer Response /* (-5, 16, 2022/09/05) */
***Document Attached***
BBB;
Attached is another report to google.

Consumer Response /* (4200, 18, 2022/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello;
The case is still not resolved!

Business Response /* (4000, 22, 2022/09/30) */
"Hi there,
Thanks for contacting us. Our engineering team has edited the business address and fixed the issue.
Thanks,
The Maps Team"

Consumer Response /* (4200, 29, 2022/10/15) */
***Document Attached***
BBB;
This issue is still incorrect, the "**************************************" has moved miles to our address at the location here!!,

so its either one of the (2) has to be and stay incorrect according to Google maps!
either the business is moved to "************************************** or
the "************************************* has moved to our property

Business Response /* (4000, 32, 2022/11/01) */
"Hi there,
Thanks for contacting us. Our engineering team is working on the issue. We will get back to you shortly
Thanks,
The Maps Team"
Initial Complaint
Date:07/29/2022
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 ordered a phone (pixel 6a), headphones, protective case and screen cover on July 22nd, the item was promised on July 27th on the original receipt. The screen protector and case both arrived on July 26th, as of late on July 28th the item has not yet arrived. I have now had to sit home for two days and wait for an item to arrive that is not here, this means I have had to use two days of vacation time waiting for the package to arrive. The only support that google offered is to have me drive ************************************************************** to continue to wait for the phone to arrive. I can only take so many days off from work to continue to wait for a phone to arrive.
Business Response
Date: 08/01/2022
Hi,

We apologize for any frustration the customer may be experiencing because of ********************** 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.

Regards,
******
The Google Support Team
Customer Answer
Date: 08/01/2022
The item has shown up, Google Support was horrible and essentially refused to help in every way, including following up on tracking information after they "escalated" the issue with Fedex.

That being said, the item has shown up even if it is three days late so this can be closed at this point.

Thank you for your assistance in this matter.
Customer Answer
Date: 08/08/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I am willing to let this case be closed but the answer does not satisfy me fully would I would be stating if I selected yes.

I spent many hours on the phone asking Google Support for help, asking for my problem to be escalated, and asking to get a copy of their policies. None of those occurred, I still haven't heard back from them based on the investigation into my phone being late and they claimed that was escalated. I was told I would hear back within 24 to 48 hours, it's not been over ten days.

I do find it humorous that they ask me to share my existing case ID when not one person I spoke to at google support offered me a case ID so I have no way of knowing what that is.

There is nothing that I believe the BBB is able to do to help resolve this situation or make it better and I believe the response from Google goes to show they don't realize how horrible their support truly is or, they just don't care. That being said, feel free to close this as unresolved.

Thanks,
******
Business Response
Date: 08/16/2022
Hi,

Thank you for bringing this issue to our attention. I will reach out to the customer in Case *************** and keep you updated here. I will close the loop when we come to a resolution.

Regards,
Meet

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Google, LLC is NOT a BBB Accredited Business.