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.
3,263 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:07/27/2022
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.
Back in OCTOBER 2020, I began paying monthly for 100GB of storage.
I have NEVER received those 100GB.
google still has me at the free 15GB.
I have tried UNSUCCESSFULLY FOR ONE FULL WEEK every number they have listed online anywhere. No live help.
I have tried UNSUCCESSFULLY to chat.
I have tried to contact their RESOLUTION DEPT. Have NEVER HEARD BACK FROM THEM.
I have tried their HELP, SUPPORT, ETC.
ALL TO NO AVAIL.

I need your intervention to get my 100GB of STORAGE that I have been paying on for 21 MONTHS!!!

I want to hear from google...a LIVE PERSON! NOT AN EMAIL!
I want my 100 GB of STORAGE!
I WANT THIS RESOLVED!!!

Thank you!!!
Business Response
Date: 08/15/2022
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 know more about Drive please check this link https://support.google.com/drive/?hl=en#topic=14940

Thanks,
*******
The BBB Core 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
Initial Complaint
Date:07/27/2022
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 was given several gift cards purchased from ******* for Google play. I have the receipt and uploaded them to Google support when it would not let me redeem them. I was told it was denied and no appeal would be heard with no explanation as to why. I have 3 cards worth 200 on them.
Business Response
Date: 07/28/2022
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: Our Play Gift Card Refund Policy applies only to gifts of Google Play credit or Google Play Books purchased through Google. If your gift was purchased through a third-party retailer, contact the retailer for refund information.

For 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: 08/03/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Its a canned response that I already followed through with no resolution. They just denied it with a vague reason. See below:

Hi ******,

Thanks for contacting Google support.

Thanks for your cooperation and patience. As we've escalated this with our specialist team, I'm afraid to inform you that we've noticed some inconsistencies with your account. My apologies about that! Hence, we can't further proceed with the gift card. We kindly suggest reaching out to the store where the gift card was purchased so they can provide you further options.

Thank you for your kind understanding.

*Note that if you search the google forums there are many like me being scammed as well.
Business Response
Date: 08/12/2022
Google has further reviewed the request. We understand you are seeking a refund for the gift cards in question.

Unfortunately, Google is unable to provide a refund for the gift cards in this case. In accordance to our Gift Card Terms of Service (************************************************************************) gift cards are non-refundable including in scenarios where they are lost, stolen, destroyed, or used without permission.

We recommend that you work with ******* for a resolution. Thank you for your understanding.
Customer Answer
Date: 08/19/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
These gift cards have a receipt, so how were they stolen? There response is a generic without specifics.what they are doing is stealing. It is theft and they are the scammers. So much for their do no evil mantra they seemed to forget about when it lines there pocket book. Absurd
See Attachment/File: IMG_20220725_081711.jpg
Initial Complaint
Date:07/27/2022
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 June 7th I entered a Google ad voucher (account 992-341-8296) from my Wix website provider (voucher code CT7VL-VXF6J-TFFM) while in my Google Ads account, and attempted to begin writing my ad and setting audience preferences (e.g. geography, demographics, etc.). However, I was unable to set the preferences and start the ad because Google said they had suspended my account. Instead, Google blocked me from proceeding, instructing me to submit a correspondence through their portal to dispute and resolve the account suspension. As indicated in the June 7th 9:40 a.m. email from Google (documentation uploaded), I was told the ad would run and that my account was inactive. On June 9th I then received an email from Google that my account had been reactivated and that my ad could start running automatically and accruing charges. However, because I had not set up the ad and had been blocked from doing that, and there was no reference # to my suspension inquiry in the email, this appeared to be an automated email and not related to any actual ad that I might have set up. The email chain documents a mixture of real communications and what appear to be automated ones from Google that were not necessarily connected to the dispute being mediated between the customer and ******************************* June 9th, Google used some kind of automated algorithm to generate an ad and began charging me for it. I was not aware of this and did not agree to this service, and it is my contention that I was fraudulently charged for it. Furthermore, the service that Google did provide, which was running the ad, wss entirely unusable and provided no benefits to me, because it had a global geographical setting for who would see the ad, but I am a local business with a 10 mile radius of operation. I would never have set up such a preference for any ad, and whenever customers purchase ads it is common practice to set up preferences in the process. There is no point in paying for an ad otherwise.
Business Response
Date: 07/28/2022
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 Ads 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: 08/03/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not a response to any of the content I submitted in my complaint, and is clearly entirely automated. My complaint indicated that I have already been in touch with Google ads customer service and provided complete documentation of all of the email correspondence and requested a full refund; the inquiry number is under the email subject line "Account Suspension 2-4826000032785" of these correspondences.
Business Response
Date: 08/10/2022
Hi ******,

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

I've looped in the relevant teams and they should reach out to you at the earliest.

Best,
The Google Ads team
Customer Answer
Date: 09/01/2022
Google's last response was that they would call me. They have not and it looks like I will have to look into a small claims action
Customer Answer
Date: 09/01/2022
Hello.
It looks like the case was closed because I didn't respond in time? I did not respond because I was waiting for Google to call me, which they haven't. Now my response is that they haven't done so, which I just submitted, is not visible. Is this a stall tactic from Google to look like they are responding when they actually are ignoring me (i.e. assuming the customer will wait and the window for response will close?) Can this be reopened so I can post this response?
******
Customer Answer
Date: 09/02/2022
I am now trying to reach through phone. After entering my account number I am cut off and told to go to a web submission portal because my account has been suspended due to suspicious activity, so I don't get put through to a person
Business Response
Date: 09/14/2022
Hi ******,

I've escalated your concern and the appropriate team will reach out to you at the earliest.

Best,
*****
Initial Complaint
Date:07/27/2022
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'm trying to sign up for a google cloud account and getting the error "Your card's issuer declined this request. Contact your bank or use a different payment method. Learn more (OR-CCSEH-26)".I believe it has to do with this longstanding, unresolved issue: ***************************************************************************** Summary: I was running google/youtube ads. There was a glitch in the system and they ran my ads on a bunch of mobile apps that I didn't choose. I contacted support to dispute the charges for that and they basically ignored me for 8 months. So I did a chargeback with my bank. Google suspended the ads account and asked for an explanation. I would explain in detail and they'd just respond with the same copy-pasted request for an explanation. I filed a BBB complaint ***************************************************************************** and they just referred me back to the same group that copy-pastes the same request for an explanation, and ignores my explanation.
Business Response
Date: 07/28/2022
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:
*************************************************************************************************************************************

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: 08/11/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
5-4214000032723
Business Response
Date: 08/17/2022
Hi *******,

Have you contacted our Billing team yet? If you haven't, feel free to reach out to them here: goo.gle/cloud-billing.

Hope this helps.

Loelia
Google Cloud Support
Customer Answer
Date: 08/24/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Did you read the support ID I shared? In it, I clearly note that I cannot contact cloud billing support because they require you to have an established billing account already. And my issue prevents me from doing that.
Business Response
Date: 09/01/2022
Hi *******, thanks for following up.

Based on the error code, your card's issuer declined this request. Please contact your financial institution to clear any restrictions or use a different payment method should the issue persist.

Cheers!

*******
Google Cloud Support
Customer Answer
Date: 09/06/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Ok. So the issue with the erroneous charges on my ads account will remain unresolved?
Initial Complaint
Date:07/27/2022
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 new Google Pixel 6 online from the Google store. They sent me a defective device, which gets heated up. I called within 48 hours and asked for a replacement under warranty. Since I was traveling overseas, they said they do not ship phones to other countries, so will honor my request as soon as I return back to the US. I called them the day of my return, and they processed a RMA. However they sent me a refurbished phone, after holding another full amount for a new phone, which they threatened to charge me if they don't receive the defective device within the timeframe. I refused to accept a refurbished device when I have paid for a new one. I have called customer service several times. They escalated my request, but nothing has been done. I feel cheated. If my return get delayed, I will be charged for 2 brand new devices, while being left with 1 defective and 1 refurbished. Both are unacceptable. Google store is a disappointment.
Business Response
Date: 08/15/2022
Business Response /* (1000, 5, 2022/07/28) */
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: https://support.google.com/store/answer/7334136?hl=en.

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

For additional products and information, please contact us at https://support.google.com/

Thank you,
******
Google Support Team
Initial Complaint
Date:07/27/2022
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've been having ongoing issues with Google services from suspending advertising accounts for no reason and justify that for no reason whatsoever and they email me and tell me that I don't qualify to advertise I work hard I crawl under houses on some jobs we work in hot attics as we work in the heat in the summer and the snow in the winter regardless of the weather and our customers leave us legitimate good reviews and Google will not post those reviews I feel that it's unfair to work hard and do a good job and a customer leave a good legitimate review and Google not give you that review that is due for the good work that you have done Google will suspend profiles for the maps for no reason whatsoever you can send them your EIN number and a certified registration of your corporate business and a copy of your contractors license and they will still refuse to reactivate your listing when it's suspends for no reason Google is extremely unfair and possibly favoring those that spend money to advertise showing favoritism in their services no matter what documents did you provide that you've got contractors license a certified legitimate copy from the IRS showing that you have a EIN for that business and also the registered business in the state in which you conduct that business for that corporation entity they will refuse all this I feel that it's very very very unfair and they continue to practice this type of business
Business Response
Date: 08/31/2022
Business Response /* (1000, 5, 2022/07/28) */
Hello *****,

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

For the best and fastest support for your concern, we encourage you to contact us directly using the specified links below:
https://support.google.com/business/answer/10313341?hl=en

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, 2022/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The support they are suggesting above is only a search and find an answer they will ignore and will not answer emails

Business Response /* (4000, 9, 2022/08/10) */
Hi *****,

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

Could you please share your ticket ID so that I can investigate your concern?

Best,
The Google Ads team

Consumer Response /* (4200, 11, 2022/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I continue to not get my reviews on Google maps after I work for my customers they leave a review I Do a follow up call to my customer asking if they are happy with the services and they are very happy as we have always done excellent work and we have provided services for over 30 years we have a good reputation and my customers have left reviews and they can see them but the reviews are not public the reviews are real from my customers I have had many issues with Google in the past year my Google ads account was suspended saying I didn't qualify to run ads I don't understand also my Google maps listing was also suspended for no reason and I sent them legal documents and license and certifications and tax id and documents of our registered business as a corporation and Google finally reinstated the Google maps business listing, so I've had several issues with Google services, there are map listings that are not real locations or they have no store fronts and they remain on Google maps. I just don't understand. I get an email every other day or so saying my Google ads account is suspended I still don't qualify and i have received that same email multiple times. I should be able to run ads like an other business. I don't understand but I have had alot of issues with Google services. We work hard to earn our reviews we crawl in attics or in crawl spaces, we work very hard and and we have maintained our highly trusted name for over 30 years. Thank you.
Initial Complaint
Date:07/26/2022
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 7/25/22 at approximately 12:30pm I terminated an employee who was not clocked out, but had left the facility with no notice for almost 2 hours. The employee then sent me a barrage of text messages. Her husband then set up an account solely to leave negative google reviews on my business. Despite this being a clear violation of googles policies (the reviews were left by a non customer with no experience of my business) google is refusing to remove the negative review. In addition the employee in question posted 3 photos of children and employees of my facility with no written or verbal consent from parents or employees. I have asked google to remove these as well and they have not.I would like google to honor its own policy and remove these items as they are not based on a customer interaction with my business and thus violate google terms and conditions.
Business Response
Date: 07/27/2022
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 their 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 My Business team directly, please contact here: *******************************************business/#topic=*******&contact=1 Please remember to provide the email that owns or manages the *** page.

Best,
******
Google Support Team
Customer Answer
Date: 08/01/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I have attempted several times to get a reply from google and have not had any success. I can not even create a support ticket as it sends me to other peoples complaints when I follow the link provided by the google representative who replied here. I would greatly appreciate it if google would take things like this seriously as this hurts small businesses. It is totally unfair to have fake reviews from non customers on my business page.
Business Response
Date: 08/17/2022
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: ***********************

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: ***********************

Here's a direct link to the support center: ***********************************************************

Which is located on the bottom right of the link our team previously shared.

Thanks again for bringing this to our attention.

Kind regards,

The Google Business Profile Support Team
Customer Answer
Date: 08/24/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I have stated this several times. I do recognize the person that left this review. He was not a customer. He is the spouse of a disgruntled employee. This directly violates googles policies for reviews which state that employees or non customers can not leave a review.
Initial Complaint
Date:07/26/2022
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 brought google play cards, one from Walmart for $300 in Laurinburg NC and another two from Walgreens in Maxton NC for $100 apiece and when I try to redeem them it says more information is needed. I tried reaching out to the company with no response. I want my money back and they are not answering phone or emails
Business Response
Date: 08/12/2022
Business Response /* (1000, 5, 2022/07/27) */
Hello *******,

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

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

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

Best,
******
Google Support Team
Initial Complaint
Date:07/26/2022
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 own the copyright to The Wizard of Wyrms, something that can be verified through the ** **************** online at cocatalog.******* (Search for Wizard of Wyrms). I am also the owner/agent of ***************** '*******, another thing that can be verified online through the ************** mycpa.cpa.state.tx.**. When I try to submit my app, The Wizard of ******* *** it gets rejected for copyright violation. I appealed, the appeal was denied. As the copyright holder, which again can be verified through the ** **************** online, I have the right to reproduce my work. This is a right under U.S. Code Title 17 Chapter 1 S.106 Subject to sections 107 through 122 the owner of copyright under this title has the exclusive rights to do an authorize any of the following... 1) to reproduce the copyrighted work. And yet Google is not only denying me my right under US Code Title 17, they go on to say "that suspensions count as strikes against the good standing of your Google Play Developer account." So not only are they denying me my right under US Law they have dinged my Google Play Developer Account for even trying to publish my work.
Business Response
Date: 07/27/2022
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.

To get in touch with our Google Play Developer team directly, please contact us via this page: *******************************************googleplay/android-developer/gethelp

Best,
******
Google Support Team
Customer Answer
Date: 08/01/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a cookie cutter response that essentially says nothing.
Business Response
Date: 08/18/2022
Thank you for contacting the Google Play team.

The developer has been contacted through their appeal regarding the updated status of their app, The Wizard of ******* ** (com.dbcooper.*******.wizardofwyrmseu). Additionally, instructions have been provided to help get their app back on Play.

If there are further questions, they can continue to communicate with us directly through their appeal.

Regards,
The Google Play Team
Customer Answer
Date: 08/25/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Although at first glance it appears that this is an acceptable response since it at least actually addresses my issue.
There are a couple problems; one is that statement that I can communicate with them directly through my appeal. This is bogus as once an appeal
is rejected you can't communicate with them directly about the subject anymore. The second reason is that after submitting my
BBB complaint and before receiving this second response from them, (which as you can see is roughly a month's time) they then
suspended two of my other apps in retaliation or possibly due to systemic racism. The two apps are Gene ******** and Guerreros Genticos. One is
completely in English for English speaking countries the other is completely in Spanish for Spanish speaking countries. So the two apps are not really
competing with each other or spamming the system at all as they are two completely different languages aimed at two different markets. Google will
no doubt argue that I could have one app that contained two different languages and in fact only showed English speakers English and Spanish speakers
Spanish, however the reason that this is unacceptable is... How do people get your app? Google Play. How many titles do I get for my app at the store?
How many Videos do I get for my app at the store? How many Featured Graphics do I get for my app at the store? The answer in all cases is one.
If I name my app Gene ********, I daresay that will turn off the Spanish speakers in Spanish speaking countries and if I name my app Guerreros Genticos
I daresay that will turn off English speakers in English speaking countries. So two apps in two completely different languages covers two completely different markets.
This is systemic racism. Furthermore, if indeed Google is going to stick to their racist guns, then you would think that I would be able to keep one of the two apps,
but Google has suspended both. So instead of an English version or a Spanish version, I now have neither. Now with two strikes against my developer account, Google will suspend my
whole account the next time they say that I have crossed their racist lines. So, I have unpublished the app that started this whole complaint process and for
the past week or two have stopped programming Android apps as I have grave concerns with dealing with such a draconian and retaliatory and/or racist company.

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