Business Profile

Internet Services

Google, LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

This profile includes complaints for Google, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

9,043 total complaints in the last 3 years.
3,260 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:07/25/2022
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 had identity fraud to take place. I have taken steps to initiate reports and to secure my accounts and report the fraud to the authorities; however, the individual is using my email as a means of furthering the fraud. I have contacted gmail in an attempts to help with the issue, yet instead of protecting my account or locking it to verify my identity, the individual placed a two-step authentication on my account. I am concerned about my school information that is in this account which can be used in copyright. Congress passed a law in 1998 making identity theft a federal offense.
I need access to my files that are in my Google drive from my email in gmail that have been stolen from me using identity theft.
Business Response
Date: 08/31/2022
Business Response /* (1000, 5, 2022/07/26) */
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.

"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"

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

Consumer Response /* (3000, 7, 2022/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have completed these steps to take action to secure my account but an individual has created a two-step authentication with my cloned phone before I could secure my account, [email protected]
The Federal Trade Commission recommend that I reach out to business in regards to this matter since my identity has been compromised and my information for my dissertation is located in this Google drive. I would like my intellectual property back or this email account closed. I can verify the month and year that I first opened this email to help validate my account.
Thank you

Business Response /* (4000, 9, 2022/08/12) */
Hello,

Thanks for the Google Account Recovery request. We've sent an email to the contact email address with case ref (1-*************). Please visit the link below for Tips to file an Account Recovery request.

https://support.google.com/accounts/answer/7299973?hl=en

Regards,
The Google Team

Consumer Response /* (4200, 11, 2022/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will attach my rights according to the FCC along with a copy of my identity theft report.
Enclosed
Identity Theft Report
Proof of Identity
NOTICE TO FURNISHERS OF INFORMATION
Initial Complaint
Date:07/25/2022
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 signed up for a free trial for an app called second line. I immediately realized I did not want this app and tried to cancel my free trial immediately. I went to my subscriptions and it is not giving me the option to cancel before my free trial ends. I have canceled several subscriptions before and I always go to this page, but it does not list the option to unsuscribe and merely says I will be billed on the 28th of July, in 3 days. This is incredibly dishonest and I have be subscribed to a free trial I can't back out of. I feel that I have been lied to and also feel I'm going to be robbed of my money for not being allowed to cancel my subscription before my trial ends. I want my subscription to be canceled and if I am charged before it is canceled, then I want my money refunded. I should also let you know that I have already deleted my account with this app, so I will be receiving no services to justify money being taken from me.
Business Response
Date: 07/26/2022
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/answer/9057338?hl=en

Regards,
BBB Core Team
Initial Complaint
Date:07/25/2022
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 have been double charged for You Tube Premium for over 6 months. I had only 1 account. I canceled it. I am still being charged on 3rd and 22nd of the month. I tried to get help. Didn't even get a response. I went to Google help. They did nothing. They have no customer service. They said my You Tube Premium account was canceled, yet they still charged me on July 3rd, when they said the account was canceled on June 22nd. Thank you for your help.
Business Response
Date: 07/27/2022
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 ******* team directly about a paid membership or purchase, please contact us via this page: ************************************************************************************************************* Core Team
Customer Answer
Date: 08/08/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I went to the web site, and had to reenter all the problems with the double billing. I still got no response. The credit cards that I used for the You Tube Premium have given me a credit pending response from Google. I would be fine with that outcome.
Customer Answer
Date: 08/08/2022
Consumer supplied email: **********************
Business Response
Date: 08/15/2022
Hello *********,

Thanks so much for getting in contact with us and we're so sorry to hear that you're getting billed twice for your ******* Premium subscription.

A support agent should be reaching out to you to ensure that this will be sorted out. We look forward to helping resolve this.

Regards,
The ******* Team
Customer Answer
Date: 08/20/2022
I have been informed by Google that any refund claim for this purchase can only go back 120 days. Most products have a warranty of a year. Even very cheap items. This seems like a very shady practice to me. I'm a 71 yr. Old woman, who did not realize that Google could charge double indefinitely and not be responsible for it. How terrible.
Customer Answer
Date: 08/24/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been in contact by email by Google agent, *****. I was asked to give cancelled credit card info, quite detailed about transactions, namely dates,kind of card expiration date, for 2 months now. GOOGLE would have all this info. In their billing dept.which my credit card reps.agreed Google would have all this info. Still no resolution.
Business Response
Date: 09/01/2022
Hello *********,

Thanks so much for getting in contact with us and we're so sorry to hear that this is taking longer than usual. I want to assure you though, our team is working to get this resolved because we are inclined to prevent this from happening in the future.

A support agent should be reaching out to you via your existing support thread 9-6831000032612 to provide an update and ensure that this is sorted out.

We look forward to helping resolve this.

Regards,
The ******* Team
Customer Answer
Date: 09/06/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Google LLC is working on this billing problem, however, they have not resolved it as yet. I was still being charged $12.71 in July and August even though I cancelled the service on 6/22/22. At least they didn't double charge me in August, but that isn't satisfactory yet. I hope to get no more charges again. I don't get the Premium subscription anymore.
Customer Answer
Date: 09/08/2022
I believe the business is seriously working on the billing problem I have had concerning You Tube Premium. Although they haven't given me specific answers to my questions, I have confidence that they will soon stop charging me for the You ******************** which I cancelled in June. I would like information about how this happened.
Customer Answer
Date: 09/15/2022
Google is still charging my card for $12.71. I canceled my subscription on 6/22/22. They will not tell me what account they are using to charge me this when I don't get their service since June. You Tube Premium billing system is absolutely fraudulent!! I hope to warn others that this can happen to anyone. Thank you BBB.
Business Response
Date: 09/23/2022
Hello *********,

Thanks so much for getting in contact with us and we're so sorry to hear that you still have a question about your existing concern with us.

A support agent should be reaching out to you via your existing support thread 9-6831000032612 to provide information and ensure that this will be sorted out.

We look forward to helping resolve this.

Regards,
The ******* Team
Customer Answer
Date: 09/27/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
I tried for almost a year to solve the problems with You Tube Premium. Their billing system to me is bad. I know they will never return all the money they took from me, mostly because they would not give me anything connected with my account to me. I have never dealt or had this problem before with any vendor. So, I give up. I lost almost $200, but, learned never to get their service again.
Initial Complaint
Date:07/25/2022
Type:Product 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.
On 7/25 I redeem 750 Google Play Points for a $10 store credit on******************
(************************) I wanted to purchase a nest Hub Gen 2 which was currently on sale for $54. When I applied the $10 credit which I basically paid for, it removed the sale price, changing it back to $99 and then took $10 off.

I reached out to Google Support and they told me I could not apply 2 discounts to an order. The $10 store credit I'm applying is not a promotion, its a credit and its no different then a friend giving me a $10 gift card to the Google Store.

I would either like the Hub Gen 2 at correct price which should be $44 + tax or I'd like a refund of the Google Play Points.
Business Response
Date: 08/25/2022
Business Response /* (1000, 5, 2022/07/26) */
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/store/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

Consumer Response /* (3000, 7, 2022/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did open a ticket (Case ID ***************)) and no one seemed to know you could even apply Google Play Points to the Google Store, hence why I opened this complaint.

Business Response /* (-10, 14, 2022/08/19) */
Hi,

Your issue has been escalated to the best experts possible for further investigation.

Our specialists are currently working on this case and should provide an update as soon as they have some new information.

We ask the BBB to provide us more time while we work for a solution.

Your patience is appreciated while we work for a solution.

Regards,
BBB Core Team

Business Response /* (4000, 17, 2022/08/22) */
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

Consumer Response /* (2000, 19, 2022/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Google reached out to me and made the situation right. Much appreciated.
Initial Complaint
Date:07/25/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a fake review placed on our company Google site and I can't get Google to respond back. I've gone through their site and followed the procedure to have the fake review removed and It's been months without anything being done or even a response. Who knows how much business we have lost because of this. I called one of their Marketing numbers to try and get a number to call to have this resolved. She couldn't help me & hung up on me. She told me there is NO number to call and speak with anyone. I found a number online. I sat on hold on that customer service number for an hour and just gave up. I want someone to contact me to get this resolved.
Business Response
Date: 09/07/2022
Business Response /* (1000, 5, 2022/07/26) */
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/#topic=4539639&contact=1 Please remember to provide the email that owns or manages the GMB page

Regards,
BBB Core Team

Consumer Response /* (3000, 7, 2022/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did this twice and still no one responded to me. Your "contact us" area only gives information and does not contact anyone in google. I'm tired of going around and around your site. It's a total waste of time.

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

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 Gabriel's 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

If you'd like to contact our team in the future you can do so by requesting support here: https://support.google.com/business/gethelp

Kind regards,

The Google Business Profile Support Team
Initial Complaint
Date:07/25/2022
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.
Purchase a Chromecast device for my TV last year. After using for several weeks it started having connection errors and constantly having connection and reconnection every time I watched. I called Chromecast and they opened a case. We troubleshooted everything including resetting the device resetting my TV resetting my Android. I continue to have the same problems after doing that but have not called in because of the aggravation involved in trying to get good support. However the previous rep told me that if I continue to have a problem I should go to Best Buy where it was purchased and tell them to give me a new one. However the Best Buy is now closed that used to be located near me. I am a senior and it's 110Â° in Phoenix and I cannot be driving around the state looking for another Best Buy. The rep at Google also told me they could replace my Chromecast by mail if I desired. At this point that is what I would like to do. My original Chromecast has never worked properly since the day I bought it and I need a replacement. I am happy to send back the original to you.
Business Response
Date: 09/06/2022
Business Response /* (1000, 5, 2022/07/26) */
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/chromecast/gethelp

Regards,
BBB Core Team

Consumer Response /* (3000, 7, 2022/08/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Google did not read my complaint. I have ALREADY contacted the link they suggest when this initially happened .. The troubleshooting was unsuccessful.. I was told I could get a replacement .. I am not troubleshooting again and doing the same thing over and over. That would be a waste of time.

Business Response /* (4000, 9, 2022/08/18) */
Hi,

Our dedicated specialists team is currently working on your case and we are in continual communications with them to monitor the progress of the issue.

However, this is taking more time than usual. We request for more time so that we can explore all possible solutions and provide the best solution.

Your patience is appreciated while we work for a resolution for you.

Regards,
Thomas
BBB Core Team

Business Response /* (-10, 11, 2022/09/01) */
Hello BBB,

We have been able to confirm with the customer that the issue has been resolved. no additional action is required and we will consider this resolved at this time.
Initial Complaint
Date:07/24/2022
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.
This complaint is regarding the refund of a Google Nest device. Per instructions from Google support, the return was made via refusing the package. Email correspondence with Google support indicate refusal of liability for the lost package.

Transaction date: June 5, 2022
Order # GS.**************
Amount paid: $191.27

The package was returned to the shipping carrier as a refused package to the following location:

PostalAnnex+ (Authorized FedEx ShipCenter)
**********************************************
On July 1st, 2022 between 12:46 PM and 12:55 PM CT
Business Response
Date: 08/29/2022
Business Response /* (1000, 5, 2022/07/26) */
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 Nest team directly, please contact us via this page: https://support.google.com/googlenest/gethelp

Regards,
Bhargav
The BBB Core Team

Consumer Response /* (3000, 7, 2022/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Case ID ***************

Business Response /* (4000, 9, 2022/08/08) */
We're reaching out to the customer to ensure their return inquiry is addressed in full.

Thank you,

Satoshi
Google Nest Support

Business Response /* (-10, 11, 2022/08/17) */
Hello BBB and team,

We've provided the user with the requested refund, and the inquiry is considered resolved.

Thank you,

Satoshi
Initial Complaint
Date:07/24/2022
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 to didn't take out the correct payment amount so despite thinking they did I find out they didn't and they blocked the service and in the process blocked my other service with another cell provider that is not them and refuse to remove the block from my phone or cancel the service I had both provider installed on my cell as dual sim card.
Business Response
Date: 09/07/2022
Business Response /* (1000, 5, 2022/07/26) */
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 Fi team directly, please contact us via this page: https://support.google.com/fi/gethelp

Reagrds,
BBB Core Team

Consumer Response /* (3000, 7, 2022/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This doesn't solve anything same as there customer service did before. I basically have had my phone taken hostage for a mistake on ya end and need a sure fire way to guarantee that I can pay ya the amount needed so everything fixed properly and this doesn't happen again.

Your Google Fi Support Inquiry: Case ID*****************

Business Response /* (4000, 9, 2022/08/15) */
Hello BBB Team,

Thank you for bringing the user's issue to our attention. We have reviewed their case and we see that their bank declined the user's payment. As per Google Fi policy, the user has 3 days to pay this bill. After that date, then their service goes into partial suspension. If the bill remains unpaid after 18 days, then the user's account will be suspended which means they have no service.

At this time, the user's service is suspended until they make a payment to bring the account current. The user can see the correct amount that is due by going to pay.google.com, click on Subscriptions, then click on Google Fi, Manage. Please note that the most current information for user's Google Fi subscription billing can be found here.

We recommend that the user contact the other carrier to investigate the issue with that product.

We ask that the BBB close this complaint.

Thank you,
The Google Fi Support Team
Initial Complaint
Date:07/24/2022
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.
April 11 I shipped the Pixel 6 Pro **************************************************** for repair ***********. On April 26, I contacted live chat CASE: *************** to inquire about the status of the repair, and they directed me to contact the carrier. ***** claim ********** was opened. On May 27, I contacted the live chat CASE: *************** again to inquire about the location of my phone and why it takes nearly two months to repair it, and they basically said they don't know where the phone is and that I should deal with the carrier myself. I'm on my fourth month of waiting for the phone I sent for "repair." They most likely lost it and refuse to admit it, so I doubt I'll ever see my phone again. I'm hoping that my report here will compel them to act, but if not, it will serve as a warning to others not to trust them with legally bought items, or you may never see them again, as I did. Terrible company and support.

*********************************************************************************
Business Response
Date: 07/26/2022
Business Response /* (1000, 5, 2022/07/26) */
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 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 Pixel team directly, please contact us via this page: ***********************************************************

Regards,
*******
The *** Core Team

Consumer Response /* (3000, 7, 2022/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,

********************************************* I already mentioned it before.

Business Response /* (4000, 9, 2022/08/09) */
Hi there,

Thanks for bringing this to our attention. I'll reach out to the customer in case *************** and will loop back here once I have come to a resolution.

All the best,
*****

Consumer Response /* (4200, 11, 2022/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They told me they sent the replacement product, however, i didn't received anything.

Business Response /* (4000, 21, 2022/09/16) */
Hi,

Thank you for bringing this issue to our attention. I will reach out to the customer in Case 3-************* and keep you updated here. I will close the loop when we come to a resolution.

Regards,
Meet
Initial Complaint
Date:07/24/2022
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.
Around April 30th, 2022 I ordered Google-Fi service with their new cell phone. It's now July 24th, 2022 and my issue is not resolved.Issues:- Google-Fi ************************ Did Not Work.- Google Pixel Pro 6 Cell Phone Burned Up and Overheated and You Literally Couldn't Touch.- Cell Phone Battery Drains Fast - They Charged Me $200 More Than What We Agreed Upon for the Phone.- It Always Took Days to Get a Response From Google.All of these issues have been brought to Google several times without resolution to date.
Business Response
Date: 07/25/2022
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: 07/29/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Your Google Fi Support Inquiry: Case ID ***************
Business Response
Date: 08/09/2022
Hello BBB Team,

We thank the customer for providing us with this information. We have offered the user the option to return the device for a refund. The customer's issue is resolved and thus no further action is required. We ask that the BBB close this case.

Thank you,
The Google Fi Support Team

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Google, LLC is NOT a BBB Accredited Business.