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.
3,262 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:07/22/2022
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 received several emails from google fiber service stating that I needed to update my payment method. I reentered the same payment method thinking it should go through. I immediately got an email stating that it did not go though. I then added a new payment method. My new payment was charged $70 which was okay but the original payment method was also charged $140 . $70 twice. I was refunded one charge of $70 but was told I could not get a refund of the second charge of $70. I spoke with a Manager named ***** at 2:18 pm CST on Friday 7/22/22. I would like my second charge of $70 refunded back to me. ***** refused to let me speak with anyone else regarding this matter.
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 Fiber team directly, please contact us via this page:
*******************************************fiber/answer/2457687?visit_id=*****************************&rd=1#zippy=%2Cadditional-contact-options

Thanks,
*******
The BBB Core Team
Customer Answer
Date: 07/29/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I was informed by a manager Named ***** that I could not speak with another supervisor, nor was he going to transfer me to anyone else. This person was very unprofessional nor was he Knowledgeable of my account information. He provided me with incorrect information that was even more frustrating than dealing with the original issue. He made accusations towards me that were untrue and my experience was one of the worst customer service experience that I have ever encountered. I want someone to call me regarding my issue and experience.
Business Response
Date: 08/16/2022
Hello,

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
Customer Answer
Date: 08/18/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
My issue has been resolved.
Initial Complaint
Date:07/22/2022
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.
Started a campaign with Google ads and got an error on my payment method (no idea why, my cc my name on it) started second campaign on their platform and it also got suspended, no explanation on why. Only option given is file appeal online, with 7days update on appeal. Did that, no response, no email nothing. Call them talk to robot is your option. Call them not put in your profile number, get a life person, then the Google rep will lie to you that they will solve it and you will get an email. Yeah I got an email with a link to same useless page to appeal. Google doesn't give a c*** about their customers and especially potential customers. That's what monopoly does. Wasted my time and energy for nothing. You would think sl advertisement- who wouldn't want to take your money right ? Well when there is one company holding most platforms and they don't even have an actual customer service your business is gonna struggle if you don't get lucky with them.
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.

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

Regards,
*******
The BBB Core Team
Customer Answer
Date: 08/02/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your response, I actually just got off the phone with google ads support. No progress, talking to a wall, here is a link and good luck. I am really confused, your reps wont try to solve or even tell me what I can do either.
Here is my customer id ************
Initial Complaint
Date:07/22/2022
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 Pixel 5A devices stopped working. The customer support couldn't offer much help and sent me a refurbished Pixel 5A instead of a new one. The refurbished device came after 5 days and it was rooted. Because it was rooted I cannot use functionality like Google Pay. I reached the support they could not offer me a solution and left the issue. I am really frustrated with the customer support.
Business Response
Date: 08/26/2022
Business Response /* (1000, 5, 2022/07/25) */
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 Pixel team directly, please contact us via this page: https://support.google.com/pixelphone/gethelp

Thanks,
Theresa
The BBB Core Team

Consumer Response /* (3000, 7, 2022/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi *******,

I have already contacted Pixel Team twice who were unfortunately unhelpful twice. Here is the Google Support Inquiry: Case ID**************** for the same.

I am pleading for a compensation for the inconvenience caused which has ruined my last 3 weeks chasing you guys and has caused a lot of trouble to me personally.

I really would want to have this fixed as soon as possible and would want a new Pixel 6A with the Pixel Buds in exchange of a rooted refurbished device offered.

I repeat new Pixel 6A with the Pixel Buds in exchange of a rooted refurbished device offered.

Thank you,
****** Palve

Business Response /* (4000, 9, 2022/08/04) */
Hi,

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

Regards,
Meet
Initial Complaint
Date:07/22/2022
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.
******* have issue a strike on my channel for Hate Speech for a video which I have provide the entire transcript for and it is of a news clip that has been translated in to English via subtitles and has no form of Hate Speech Nor Does It Imply Or Promotes Hate Or Inappropriate Speech.******* is not a private company considering it is the new public square, not to mention the billions in subsidiaries tax incentivesbreaks which is footed by the American people people of other nations as well!******* is continuing to use vague and Inappropriate guideline strikes/violations to stop creators from making real content and it is well known in our community that ******* uses the "Hate Speech" guideline the most to remove content & to punish creators!worse of all they use these false pretenses to permanently remove complete libraries of creators content and their complete channel is banned and deleted no matter if it is a new channel or a channel that has been well established.******* is now owned by Google they still do not have a way to contact someone concerning these moderators unlimited decision making power, if they issue a violation and you as the creator ask to be told how exactly your content violats the terms of service and even if us as the creator provides evidence to the contrary ******* still allows the moderator to decide!If you why this decision is being made or for them to at a minimum to provide a timestamp of when the violation occurred, is apparently asking to much from a trillion dollar company.Instead ******* allows an automated system to decide even when a Creator asks for a supervisor to get involved or for the issue to be manually reviewed!One will still will receive the automatic response that your content allegedlyViolates our (*******Google) Hate Speech Terms of serviceeven when evidence is provided proving other wise, they don't just disregard it they completely ignore it.
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.

To get in touch with our ******* team directly about a paid membership or purchase, please contact us via this page: ************************************************************************************************
The BBB Core Team
Customer Answer
Date: 08/01/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not a response nor does it address any of the questions or legitimate concerns brought up.

The automatic responses that were provided above did not make it to where I could contact someone directly nor did it provide any other channel of communication that isn't already available.

Keep up the censorship because y'all day will come one day, hopefully sooner rather than later
Business Response
Date: 08/10/2022
Hello,

Thank you for reaching out with your concerns.

We have reviewed the videos you appealed and determined that they are in violation of our Community Guidelines.

******* is a platform for free expression of all sorts and we take great care when we enforce our policies. While we try to allow as much content as possible, hate speech is not allowed on ******** We remove content promoting violence or hatred against individuals or groups based on any of the following attributes: age, caste, disability, ethnicity, gender identity, nationality, race, immigration status, religion, sex/gender, sexual orientation, victims of a major violent event and their kin, or veteran status.

Upon review, we have removed the videos per our Hate Speech policies as they contain content that alleges the superiority of a group over those with any of the attributes noted above to justify violence, discrimination, segregation, or exclusion.

For further information, please visit our ************ *****************************************************************************************

Sincerely,
The ******* Team
Customer Answer
Date: 08/19/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Yet again another automated response sent, please do provide time stamps of when any of the listed transpired,

"hate, age, caste, disability, ethnicity, gender identity, nationality, race, immigration status, religion, sex/gender, sexual orientation, victims of a major violent event and their kin, or veteran status"

No violations happened on any of the videos other then the one with ***********************************, since a video of him reading the ********* Own documents on Covid is now considered "Medical Misinformation"

But back to the main issue at hand, that is my channel being issues strikes then removed with no factual violations other then my content being Pro-Russian.

It is never to let to admits one is wrong and correct the mistakes one has made but to keep backing up your content moderators when they allow their own biases & personal feelings to dictate what is acceptable & what isn't, is not the American way.

Then again it could be Google's feelings dictating how content is removed, just know every good thing must come to an end one day and with the amount of censorship going on with your company will decide your future in our American society.

I look forward to another automated and more trash responses with no form of evidence to back up any of the "community Policy violations" issued to me.
Initial Complaint
Date:07/21/2022
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.
My phone quit functioning correctly due to a system update initiated by Google sometime in March 2022 and Google has failed to address the issue they created in the 4 months since it started malfunctioning. The mobile hotspot feature no longer works, which is a critical feature of the phone that I use for work. I have wasted considerable time and effort in attempting to resolve, and it has negatively impacted my ability to work. I have reached out and reported the issue several times to Google, however, they have yet to even respond. There are a significant number of users that are experiencing the same issue I am.
Business Response
Date: 07/23/2022
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 Pixel team directly, please contact us via this page: *******************************************pixelphone/?hl=en#topic=9153446.

Regards,
BBB Core Team
Customer Answer
Date: 07/28/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Complaint
Date:07/21/2022
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.
On 7/13 I attempted Google Store checkout and was prompted by Google for a credit card. The immediate process of text verification didn't work. This card arrived in paper on 7/20 at my home. I called Google/Synchrony card at given number and received card number.The card didn't work. I was told by Google Store support to wait! First to wait because the card was too new, then to contact again the store to sync bank.On 7/13 I asked in support chat: What if my resolution of the Google card comes after the promotion ends? Google support texted with me saying that all I need to do is contact them back and they will re-apply the promotion.On 7/18 I called the Goolge/Sync card and received updated card number. I then contacted Google Store support and they indicated promotions ended, but that I should buy the products and let them work on the promotions.I made the purchase on 7/18 at full price of $676.26. The promotion would have lowered the total to $436.98.Google refused to re-apply the promotion.At this point, I have a hard check on my credit report, which lowers my credit score. I also spent 10 hours working with support on the issues.This is a bait-and-switch technique, especially as re-applying the promotion was promised by Google store support already and they asked me to make the purchase at normal price even to process my request.Returning the products is not an acceptable resolution given my credit hit and time spent. If they assure me they will re-apply the promotion, they need to do that.
Business Response
Date: 07/23/2022
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 Store team directly regarding any existing orders, please contact us via this page: *******************************************store/answer/7334136?hl=en.

Regards,
BBB Core Team
Customer Answer
Date: 07/28/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I already have a Google store support case open: Case ID ***************

I indicated in my problem description that Google store support mislead me and cause extensive loss of time and credit actions. Please review the Google support case. Attached are the promised promotions.
See Attachment/File: promotions.png
Business Response
Date: 08/03/2022
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,
Sindhu
Customer Answer
Date: 08/09/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
The difficulty was resolved. Thank you.
Initial Complaint
Date:07/21/2022
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 was contacted by a scammer on google maps messenger. He told me that if I don't send $225 he would give me negative reviews on my business page. He gave me a total of 25 bad reviews. Google did nothing to protect my business The Lock Boss LLC. I would like those false feedback removed immediately
Business Response
Date: 07/28/2022
Business Response /* (1000, 7, 2022/07/23) */
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
Initial Complaint
Date:07/21/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am trying to get in control of an email again. This is a long standing email I have with yall and it's been a nightmare.
My original Gmail has been hacked and I can't get back into it. I changed my number so I can't go that route. I have so much information in that email and I think people are using it against me. So please can you help me get back into my old email please. It's easier explaining it over the phone.
Business Response
Date: 08/09/2022
Business Response /* (1000, 5, 2022/07/23) */
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,
BBB Core Team
Initial Complaint
Date:07/21/2022
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.
Started service with Google Fi in December of 2021, switching from ******* my ******* S9+. Immediately had issues with accessing my voicemail. After calling support a number of times to try to fix the issue, I found a workaround that made it livable until a "specialist gets in touch with me". That specialist never got in touch with me. I then decided to upgrade phones and switched to a factory reset ******* S20+. Upon switch, I realized that I was still have the issue with voicemail, which made me believe that this was not a device level issue, but more likely on the Fi network side, so I called support again. After running through a list of troubleshooting items, they decided to make a change on their side. This change caused me to lose access to voicemail completely (my workaround no longer worked) and also made it so that I could no longer receive multimedia messages (MMS). The specialist said that this was likely a result of the change and was to be expected, so to give it 24 hours to take effect. If I was still having issues, to call in again. I have since called in numerous times over the past couple of weeks, ran through the same troubleshooting steps over and over again, only to be told that "a specialist will reach out to you with further steps". If the specialist does contact me, they are often asking the same questions/performing the same steps as I did on the call. Eventually, they stop responding to email, at which point, I call in again and go through the steps again. It got to the point that today I called in and stated that I needed to stay on the line with someone until the issue could be resolved. At that time, the support person that I was on the line with hung up on me. I have since been hung up on (after performing the same troubleshooting steps over and over) multiple times. I am now missing voicemails that are causing financial issues (bills, legal, professional) and it is starting to hit me and my dependents hard, Google couldn't care less.
Business Response
Date: 07/22/2022
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: 07/28/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
ID ***************
Business Response
Date: 08/05/2022
Hello BBB Team,

We thank the customer for providing us with this information. 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
Customer Answer
Date: 08/15/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Issue has still not been resolved by Google Fi, I had to find my own workaround just to get access to my own voicemail again. Google Fi's customer service is horrible. I couldn't access my voicemail for over a month, missed important calls and took financial hits because of it, they never resolved and never offered recompense. Do not choose Google Fi.
Initial Complaint
Date:07/20/2022
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 7 year old son made nearly 300 unauthorized purchases to various online games - The Battle Cats by Ponos, Roblox, Subway Surfers, and others. Roblox and Subway Surfers refunded my money, but some developers like Ponos do not process refunds. I requested refunds for all transactions that hadn't been refunded through Google Play and they were all denied. I called their customer support and they reiterated that these purchases would not be refunded. These were unauthorized purchases.
Business Response
Date: 08/08/2022
Business Response /* (1000, 5, 2022/07/21) */
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 refund requests please contact us here: **********************************************************
Or for information on reporting Gift Card Scams or other abuse, please visit this page:
*********************************************

Thanks,
Theresa
The BBB Core Team

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Google, LLC is NOT a BBB Accredited Business.