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

9,043 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:07/20/2022
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.
I purchased a Google gift card for $110 at a Walgreens in San Antonio, Texas. When I tried to redeem gift card. I received an error message from Google that read. Gift card not able to redeemed. Need more information. I sent Google a picture of gift card, receipt and the activation receipt. I received a message from Google that read; account or gift card not eligible for appeal. I do not understand what that means. All I want from Google is for them to render the services that I paid for or for them to return my money
Business Response
Date: 08/09/2022
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: https://support.google.com/googleplay/gethelp

Or for information on reporting Gift Card Scams or other abuse, please visit this page:
https://support.google.com/googleplay/gethelp

Thanks,
Theresa
The BBB Core Team
Initial Complaint
Date:07/20/2022
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.
see Attached document
Business Response
Date: 07/23/2022
Hi,

We have thoroughly reviewed your complaint and are unable to determine the specific product that you are experiencing issues with. We also could not find any attachments for this complaint as mentioned.

We are willing to assist you further, however we would need more information to route your case to the appropriate team so that they can look into this ASAP.

Here's what we need:

1.What is the product that you are experiencing issues with?
2. Any previous case ID that you could provide?
3. Any other information that could help has to investigate this case.

Once we receive this information, we should be able to assist you further.

Regards,
BBB Core Team
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.
I purchased a Google Nest outdoor/indoor camera 2 pack set on November 27, 2021, in the amount of $304.14. The product is covered by a one year warranty for defects. In February 2022, my cameras began to malfunction and failed to maintain power outdoors despite being hardwired and containing a backup battery. I called Google's customer care team in February, March and numerous times over the course of the next few months to get a resolution, however, Google's representatives are unable to advise on how to fix the issue, and have remained resistant to refunding me for my purchase. The representatives only offered to replace the product, however, it has been widely reported that the issue I am having with the cameras is in fact a design flaw that all of its dual outdoor/indoor camera models suffer from, and it remains unresolved by the company (Please see: ************************************************************************************************* and ************************************************************************************************************************* and *****************************************************************************************************************************). My last interaction with the Google Nest customer care team was on 6/28/22, where I was advised to seek a refund through the following site (**************************************************************************************), however, after completing the form, the webpage does not submit the information and a prompt states that there is an issue with the form. I am tired of getting the run around from this company, and I am seeking a refund of my purchase.
Business Response
Date: 07/21/2022
Hi *******,

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

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

To get in touch with our Nest team directly, please contact us via this page: *******************************************googlenest/gethelp

Thanks,
*******
The BBB Core Team
Customer Answer
Date: 07/28/2022
Hello ******,

The company's response is not satisfactory. The company provided a boilerplate response that directs me to the same Google support channels I have used since February 2022, and which have provided no resolution. The company requested the existing case ID, which is: ***************.

Thank you, and I look forward to having this matter appropriately addressed.

*************************
Business Response
Date: 08/03/2022
We're providing outreach to the customer in order to address their refund request.

Thank you,

Satoshi
Google Nest Support
Customer Answer
Date: 08/07/2022
***Document Attached***
Google's Escalation Team contacted me separately after filing my BBB complaint, and still continues to not honor the terms of its Limited Warranty. Instead, they continue to reference their 30-day normal return policy (which is not relevant for defective items), and have inexplicably gone as far as to state that I am no longer experiencing issues with the cameras. I am submitting PDF copies of their responses to me for your review. I am hoping the BBB helps resolve this issue, as it is clear Google is purposely avoiding the issue of providing a refund under their Limited Warranty.
See Attachment/File: Google Email 1 of 2
Customer Answer
Date: 08/11/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
The company has not provided a resolution. Please see my supplemental response (with attachments) that I submitted, and which the company has not viewed.
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
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.
Tuesday July 19, 2022 - 3:04 P.M.

Hello, I had been chatting with a sales rep for YouTube TV, I had let him know I was trying to redeem my 15day free trial that YouTube was offering. I had let him know I was waiting to signup because I wanted it to workout perfect where I would get charged on August 1 or the 1st of every month. ***** said don't worry about the billing if you sign up today I will add the extra days to your account and you will be billed on August 1, and going forward you will be charged the 1st. I said perfect, and I signed up! I then let ***** know that I signed up, and he said he would make the changes to the account. I then get an email stating I still need to pay July 26th, and my billing will not be updated until November 1. I would like this to be corrected to where I don't pay until August 1. I am now feeling like Google did a Bait and Switch just to get me to sign up.
Business Response
Date: 08/09/2022
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.

To get in touch with our YouTube TV team directly, please contact us via this page: https://support.google.com/youtubetv/gethelp

Thanks,
*******
The BBB Core Team
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.
What is Google Ganna and why was I charged .99 cents.
Called: ************* Covid msg, disconnected.
(************ always busy signal.
************* voice msg, disconnected.
************* not a valid number.
(************ rings, no one ever answered.
************* press "3", rings, then nothing.
************* voice prompt , options, disconnected.
Business Response
Date: 08/25/2022
Business Response /* (1000, 5, 2022/07/21) */
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.
**********************************************************

For Play Store 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

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,
Phoebe
Google Support Team

Consumer Response /* (3000, 7, 2022/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've been asking one question for more than a week and after calling 6 phone numbers...no answer. Contacting BBB google responds with no answer , adds links, checked links (said I had no subscriptions) , hundreds of posts come up about others wondering about various charges and I still don't know what "GOOGLE GANNA" is and what the charge was for. the case I number I got because I want to cancel the subscription I didn't know I have is **************.

Business Response /* (4000, 9, 2022/08/04) */
We have reviewed the information provided and were unable to locate the charge. Can you please provide the email the charge is on or the case number you contacted us under. You can find the case number in the subject of any email we have sent you.

Consumer Response /* (4200, 11, 2022/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you to everyone at the BBB. Google charged my card in the amount of .99cents. I wanted to know what is "Google Gaana" and what was the charge for? Google is set up so that you cannot speak to anyone. I received a credit on July 29th. No I did not save the email informing me of the decision to offer a refund. I still needed to get a new card because I do not trust anyone at Google. After calling 6 phone numbers , trying to get an answer online and the BBB.....I still have NO IDEA what "Google Gaana " is or what the charge was for.
Initial Complaint
Date:07/19/2022
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 purchased a Pixel 5a and ********* care on December 31, 2021.(my purchase receipt: ***********************************************************************)I believe the preferred care I purchased includes accidental damage for things like cracked screens. If it is not included in my preferred care, the purchase interface and information is misleading. The following are links to the ********* Care coverage on the Google website, and my purchase and coverage.(****************************************************************************)(***********************************************************************)Approximately July 1st, I dropped and cracked my Pixel screen.On July 6, I filed a claim and paid the $69 deductible to fix the screen, which was approved.(See uploaded document: Gmail - Your claim has been approved! (1))On July 12, 2022, I went to the local partner repair store (***********************************************) where I was informed the **** number on the approval document did not match my phone, and they could not complete the work.Approval document:**** - *************** Phone ****:Slot ******************* Slot ******************* Between July 12 and July 13, I initiated three support tickets. The third one took three hours and 23 minutes, I was transferred between three departments and there was no resolution.(See uploaded document: Gmail - Requested conversation copy) I have since waited four business days, and my most recent update indicates I may be waiting an additional three days.(See uploaded document: Gmail - Your Google Support Inquiry_ Case ID (2-9119000032471)) In the chat with ******* (case 2-9119000032471) I was informed that I do not have the coverage I purchased, that **** no. *************** is the correct **** for my phone, and that the $69 deductible will not be applied or refunded.In the meantime, my cracked screen has bled obscuring the display rendering my phone nearly inoperable.Note, I have included links to websites for additional details.
Business Response
Date: 07/20/2022
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: 07/26/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
This response does not actually address the problem as I had done all those things before contacting the BBB. However, the issue has been resolved in the meantime.
Initial Complaint
Date:07/19/2022
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 Saturday, July 16th my Nest system notified me that two Nest Detects had a low battery. I replaced the batteries with brand new Energizer lithium batteries but the Detects wouldn't reconnect with the system. I went to the Nest app and followed the troubleshooting steps. I also went to a Nest community online to find a solution. Finally, I called Nest and went through troubleshooting steps with a representative. We were on the phone for over 2 hours. Initially he said that my Nest Detects were not functioning and that he needed to send a replacement. He then told me that the Nest system was having issues with Android and to call back the next day. The next day I called back and went through the same troubleshooting steps with another representative for almost an hour and a half. Same result. My Nest Detects were not functioning. That representative told me that she would elevate this to a supervisor and someone would contact me. I have not been contacted. The following day, my back door Nest detect went offline. I contacted a Nest representative and we spent well over an hour on the phone attempting to reconnect it to the system to no avail. I now have three Nest Detects that are not functioning and are leaving my home exposed. On top of this, about a month ago one of my Nest indoor cameras started to have a pink filter. I went through troubleshooting steps with another Nest rep for over an hour only to find out that it just passed warranty and there was nothing that they could do. Nest markets itself and this product has a home security system and user friendly. But my experience is not been that. Just this morning I spent almost two hours chatting with Nest reps. When my issue was elevated to "*******" a senior specialist, she told me to give her 3-5 minutes to gather information. She didn't come back after 40 minutes! So, my home is exposed, I've spent hours trying to resolve this to no avail, and I still don't have a resolution.

Nest Case # ***************
Business Response
Date: 08/30/2022
Business Response /* (1000, 5, 2022/07/20) */
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,
BBB Core Team

Consumer Response /* (3000, 7, 2022/07/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response has offered no solution, but instead, wants me to go back to Nest customer service, where I have already spent hours to no avail. In addition to that, I am enclosing the Case ID numbers from my numerous attempts to find resolution through their customer support:

Nest Case ID's
*******************************************************************************

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

We were able to speak with the customer and will be providing replacements per the customers request.

We will continue to work with the customer through receiving the replacements.

Thank you,
*****
Google Nest Support.
Initial Complaint
Date:07/19/2022
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.
******************************* Please forward this to *********, **************************************************** I am reporting a threat I witnessed by a Twitch user made against ********* HQ that occurred on Discord. On 7/12/2021, Twitch user ********** made a violent/terrorist threat against ********* HQ. User ********** left a Discord Banner up stating, "riot emote, BURN ******* HQ" I reported this to Discord mods(responded) & to twitch mods through the appropriate report tools at least ***** times(no response).Discord (*******)mods will confirm that on July 12th, 2021 they saw ********** had a violent extremist threat in his banner on Discord against ************************************* removed it and striked his account. They should have removed him & reached out to ******** did they? Proof attached.******'s response is very concerning. ******** is ******'s main competitor). Twitch *********** TOS state, "Explicit and/or credible threats of mass violence (i.e. threats against a group of people, event, or location where people would gather)" is a serious offense. It says and/or, meaning the threat is punishable even if not found credible. "Acts and threats of violence will be taken seriously and are considered zero-tolerance violations and all accounts associated with such activities will be indefinitely suspended. Twitch does not allow content that depicts, glorifies, encourages, or supports terrorism, or violent extremist actors or acts. This includes threatening to or encouraging others to commit acts that would result in serious physical harm to groups of people or significant property destruction. ****** didn't suspend him b/c he is big ********************* @twitch. He didn't stop either, months later ******** pal l3af lol in a stream in Dec. bout "burning ******* HQ"- see ************ IP ban Pinebranch's ******* & demand twitch ban him & ask about *************************-I believe she allowed his posts about ******* in her Discord. They prob deleted it-ask Discord to look-if true, susp her *******
Business Response
Date: 02/06/2023
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 ******* team directly about Legal Removal Requests:
***********************************************************************

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.
Kindly reply to this complaint with a direct link to the channel and videos in question. Thank you.

For additional products and information, please contact us at ***********************************************************************

Thank you,
******
Google Support Team
Initial Complaint
Date:07/19/2022
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.
Greetings,My name is *******************. I work and pay taxes as a bus operator!I am ** Citizen. I am from ******. I feel highly discriminated. Mexicans come here to *** illegally and no one checks their Citizenships and legal Status verses me being harassed and my privacy invaded. Also, illegal Mexicans have advantage in using 2nd lanuage as their own Spanish here widely spread in **. And I as ** Citizen can't even find anything authentic and truthfull about ******* and in ******* language since it is my 1st language is *******. I would like to file a discrimination case with you since I am a minority if the population
Business Response
Date: 07/21/2022
Hi,

We can assist the user with any issues with the ********************** products. Since the user has not specified issues with any Google products, our scope of support is limited and we request BBB to route it to the appropriate support for assistance.

Thanks,
BBB Core Team
Customer Answer
Date: 07/27/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
It is Google ******** application and its services need to be investigated. Their pages and services are restraining my constitutional rights as of minority of ** Citisens from ******, suchh as freedom of speech, freedom of opinion, freedom of choices, freedom of showing other facts and resources to support thesis. We live in Democratic state, and as of now my rights are being restrained and diminished more than before for a voter and a taxpayer foreigner and US Citizen as me. Living here for a working righteous class people as me.
Can anyone tell me what's the Democracy is? Or this is A new era of Communism?!
Business Response
Date: 08/02/2022
Hello Vira and BBB,

We have thoroughly reviewed the customer's request and are unable to recognize a Google product we can assist with.

Meta ************** owns and operates ********* Unfortunately we cannot assist with issues regarding another company's product.

To reach out to ******** Support directly, kindly visit their support website:
*****************************

We hope this extra information alleviates your concerns.

We ask BBB to close this case.

Thank you,
******

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