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.
3,258 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:07/29/2022
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:07/28/2022
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.
In April I signed up for Google Fi phone service. I immediately cancelled the subscription because I couldn't get coverage where I live. That was in April it is now going on August and I still haven't gotten a refund from my money every time I call I get told that there's somebody working on it but nobody can contact the person and the person doesn't contact me to find out what they're not telling me anything they won't do anything they're just trying to keep my money I don't know what it's about I don't know why they're doing it but I don't have anybody else to go to there's nobody else for me to go to I've asked for supervisors I get nothing they tell me that they can't get a hold of his supervisor so the president of the company is holding my money apparently and he's the only one that has access to my file which is ludicrous for them to even say that to something but it is what it is I just want my money back I have a total of $41.75 coming to me and I want my money back. In fact at this point I want a full refund for the entire cost because this is ridiculous just ridiculous which is $68.75 I believe is what they took out of my account.
Business Response
Date: 07/29/2022
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 Google Fi team directly, please contact us via this page: *******************************************fi/gethelp

Thanks,
*******
The BBB Core Team
Customer Answer
Date: 08/05/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted Google Fi Support nearly everyday for the past 4 months. I keep getting the same response from everyone of the "specialist" This is a deliberate theft
Business Response
Date: 08/18/2022
Hello BBB Team,

Thank you for bringing the user's issue to our attention. We have fully reviewed the user's case and we see that they signed up and activated their Google ********** on March 25, 2022. Since we are a prepaid service, the first bill is generated 2 days after the user activates their service.

The user canceled their service on April 8, 2022. As per Google Fi policy, once the final bill is generated (which can take up to 60 days), if there is a credit remaining on the account, that is refunded to the user. It appears that we attempted to refund the user, however the refund was declined by their bank.

The user deleted their ********************** Pay account which deleted all of the information related to their Google Fi account including the billing statements. Although the user has created a new Pay account, it does not include information related to their Google Fi account. The user will need to continue working with our Google Pay team via case ID: *************** to manually process the refund back to their bank.

We ask that the BBB close this case.

Thank you,
The Google Fi Support Team
Customer Answer
Date: 08/24/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Complaint
Date:07/28/2022
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 bought a Google Play Card and I tried to redeem it and it said error need more information. So I tried to call Google support but they don't accept any calls so they sent me to a site to fill out a form and send pictures of play card front and back and receipt of purchased which I have and I have yet got a refund of $150.
Business Response
Date: 07/29/2022
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 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/gethelp

Thanks,
*******
The BBB Core Team
Customer Answer
Date: 08/08/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
The reason we don't accept is we did all that they suggested several times and the response was our case was pending . We even called the support number but since due too covid they are no longer receiving calls do to demand .
See Attachment/File: 20220605_095115
Business Response
Date: 08/16/2022
We have reached out to the user to further assist
Customer Answer
Date: 08/25/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
If you can help resolve this issues we having with Google Support I would really be grateful.
See Attachment/File: 20220605_095106.jpg
Initial Complaint
Date:07/28/2022
Type:Billing 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 switched to Google fi from ******** I got a new phone when I switch to Fi. I loved it but I noticed I ran out of data very fast. My phone wouldn't work with out high speed data. Do I added on the extra $10 per gb they charge you after you use up you 50 gb of data. I contacted Fi support right away to try and resolve the high data usage that way coming from my phone. I was told they couldn't do anything to resolve my issue until my bill was generated. I contacted them again right away as soon as I seen the statement for an extra $194 I was going to be charged on top of my $65 unlimited plan! Then I was told that the data usage was coming from my device so they wouldn't remove the extra $194 add to my bill. They could have told me that the first time I contacted on the issue. Instead they told me not to worry that everything would be taken care if when I got my bill. That wasn't true they ignored the high data usage coming from my phone and ran my bill up to a total of $360.56 and told me I had tell the 29th of July to pay or they would shut it off. $360.56 for one month of cell phone service?? And that's just one line?? I could have paid my ******* bill for 6 months. I would like to send my phone back under warranty and have my bill taken care of.
Business Response
Date: 07/29/2022
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 Google Fi team directly, please contact us via this page: *******************************************fi/gethelp

Thanks,
*******
The BBB Core Team
Initial Complaint
Date:07/28/2022
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 company, Mackinaw Timbers Cabins has a google business profile that currently shows 2 fraudulent (and erroneous) reviews. I reported these to google and google refused to take them down. As a small business, fraudulent, erroneous reviews are harmful to our business and, further, on principal, google shouldn't permit reviews from reviewers who aren't customers/patrons/or otherwise had dealings with the business they are reviewing. Further, erroneous and fraudulent reviews are unethical as well as being unhelpful to other google customers who rely on reviews to be authentic. Why doesn't google require some sort of verification/authentication that reviews are being left by actual customers/guests/patrons?
Business Response
Date: 09/08/2022
Business Response /* (1000, 5, 2022/07/29) */
Hi ***,

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

If the customer has already reached out through Google Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

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

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

Consumer Response /* (3000, 7, 2022/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Google Case IDs: *********************************** were submitted and Google's response was not acceptable - - Please have someone from Google reach out to me directly to get this resolved as google's electronic communication has not been helpful and this issue likely requires direct - human to human interaction to resolve as it doesn't fit nicely into google's "policies" . The reviews being challenged are patently false, submitted by non-customers/patrons - so while they aren't hostile or harassing - they are invalid and need to be removed.

Business Response /* (4000, 9, 2022/08/22) */
Hi,

Thanks for reaching out. After looking at the review and investigating its sources, we've determined that it does not violate our review guidelines, available here: https://goo.gle/2OKRQvH

Keep in mind, users are not required to use a real name when leaving reviews, so you may not recognize the name. We see you've responded to the review already, which is great! Responding to reviews can help future customers see your approach to customer service and know that you actively reach out to resolve any issues.

For more information about how to manage reviews on your business profile, check out this article: https://goo.gle/2vFJUFj

You can also use this tool for future reference:
https://support.google.com/business/workflow/9945796

Kind regards,

The Google Business Profile Support Team
Initial Complaint
Date:07/28/2022
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.
The Google service is suppose to help you navigate the phone to successfully get information and keep your data safe. My problem began when my phone broke and I was not able to use it anymore. I purchased a new phone and tried to retrieve my email account. Because the phone was broken this did not work. However I set up a new email account and Google has repeatedly locked me out of my work app sign in and other apps because of the old email on the new email account and I am unable to resolve this problem. I need help. There is no way to contact Google and instructions are not working.
Business Response
Date: 08/15/2022
Business Response /* (1000, 5, 2022/07/29) */
Hello ********,

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

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

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

Best,
Oliver
Google Support Team
Initial Complaint
Date:07/28/2022
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.
We own a business in Atlanta, since the first week of July we have been under attack from *********** ***** leaving us repeated fake 1-2 star reviews in clusters all within an hour of each other every day. They demand we pay them in Google play gift cards for them to stop.

We have reported and flagged each review and shown where these profiles are doing the same to businesses all over the world. We continue to receive automated responses from Google on this issue and zero action as we now have over 25 fake reviews on our profile, our case ID is ****************

This scam is heavily impacting our business, my mental health and the mental health of our staff and their families. Googles inaction is costing us thousands of dollars a day, we generally receive over 20 calls a day, since this started we have dropped to 2-4 a day.

We need the Google team to take action, weeks for a response and resolution is unacceptable in a situation where a small businesses livelihood is on the line.
Business Response
Date: 09/27/2022
Business Response /* (1000, 5, 2022/07/29) */
Hi *******,

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

If the customer has already reached out through Google Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

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

Consumer Response /* (3000, 7, 2022/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have filed numerous support cases through the provided link, all but one have been entirely ignored with no response for weeks. The one case ID we"ve had response on is this one - ****************

Our problem is related to this issue, here is the post where Google acknowledges the issue, yet they have taken 0 action to protect a small business, they are putting us in a position where we have no choice but to pay these scammers. - ******************************************************************************************

Business Response /* (4000, 9, 2022/08/19) */
Hi,

Thanks for bringing this to our attention. We are looking into this further and will reach back out as soon as we have an update.

BBB team more time is needed to properly review the merchants complaint.

Kindest regards,

The Google Business Profile Support team

Consumer Response /* (4200, 11, 2022/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you.

Business Response /* (-10, 12, 2022/08/29) */
Hi,

We've taken appropriate action and have removed any ineligible reviews from your business profile.

Thanks again for reaching out. Have a wonderful week ahead.

Kindest regards,

The Google Business Profile Support Team

Business Response /* (4000, 14, 2022/09/10) */
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.

Thanks,
Theresa
The BBB Cor Team

Business Response /* (-10, 15, 2022/09/10) */
Hi,

The issue was already resolved.

BBB team please close this issue unless the merchant has another issue with the profile reviews.

Kindest regards,

The Google Business Profile Support Team
Initial Complaint
Date:07/28/2022
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 no longer have the date of the original transaction on hand. but, on 7/25/2022, my bank, USAA FSB, deamed my "purchase" as not fraudulent. the "purchase" in question is for ***** to a game made by KingsGroup. Both Google and KingsGroup have refused the refund. infact kingsgroup threaten me to charge me another ***** if i ever made another purchase and refused to removed the purchased items from my resources, so they accidently got used up after over a month of dealing with this. However, google, the middle men who offer the payment service, had changed their security settings on their backend, and since i needed biometric data in phone for my app for work to work, it removed all verification, without giving me a choice, to confirm making a purchase. what it was, was it would ask me for my pasword, which i prefer. what it became, and is currently, as soon as something activated that part of the screen, they make the purchase go through. Google has refused to fix this, and told me since it came from my phone, it MUST have been an autborized transaction from someone allowed to use my phone. What it was, and they refuse to let me dispute their decisions, was phantom touches on my screen. it was in my pocket, no one was using it, and it managed to open up the game and go to a package i would never purchase from that game manufacturer. So in otherwords, i am essentially being charged ***** i did not authorize because it was "raining"as rain drops can be used to simulate a similar effect.i want my money back and the issue, from google, resolved! no more charging people for phantom touches, or "being charged on account of it raining".
Business Response
Date: 07/29/2022
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
Initial Complaint
Date:07/27/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased google fi service in May and the service does not work at my location. Support refuses to help resolve the issue and they say if I cancel service they will charge me hundreds of dollars. I want to speak with someone to get this issue resolved.
Business Response
Date: 08/02/2022
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 Google Fi team directly, please contact us via this page: *******************************************fi/gethelp

Regards,
BBB Core Team
Customer Answer
Date: 08/08/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already attempted to contact them several times via phone calls, text and email through official channels and they still refuse to help. Each time I contact them they demand I do something that is physically impossible and they tell me that if I don't do what they ask then they will not help me. I have had several "managers" hand up on me because they told me I am being unreasonable because I am unwilling to do what is physically impossible. FYI they continue to tell me unless I contact them from my home they will not provide any support, however the problem is service does not work at my home or the surrounding area. How is someone supposed to call when the problem is they can not call? Googles response is not acceptable to me because just like the others I have spoken to no one is taking the time to understand the problem and suggest a solution that is feasible.
Business Response
Date: 08/24/2022
Hello BBB Team,

Thank you for bringing this user's issue to our attention. We do not show that this user has a ********************** Fi account with the information provided to the BBB. If the user is still having service issues, please ask that they reach out to our Google Fi support team so that we can assist them. If the user has reached out to support or has a different email address that they use with Google Fi, please request that they respond back with that information so that we can look into the issue.

We ask that the BBB close this complaint.

Thank you,
The Google Fi Support Team
Customer Answer
Date: 09/16/2022
Here are more case numbers.
6-0044000032921
0-1847000033028
8-8853000033000
8-4842000032906
Customer Answer
Date: 09/16/2022
I am sorry I did not see the response from google, and am hoping it can be reopened. I have several case numbers and I don't know which they want. Here is the most recent case number 2-0031000032820.
Business Response
Date: 09/30/2022
Hello BBB Team,

We thank the customer for providing us with this information. We see that the customer is currently in contact with one of our agents through case ticket # 8-8853000033000.
We ask that the BBB close this complaint as we have been working with the user towards a resolution.

Thank you,
The Google Fi Support Team

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