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

9,051 total complaints in the last 3 years.
3,263 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/19/2022
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:07/18/2022
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 used this vendor for the alarm system at my old house (*************************************). They auto charge me on my credit card for one year at a time ($100.00). I moved from this house in July of 2020. I cancelled this service, that month, with them. They gave me a credit on my August credit card bill for my unused portion of the year ($42.47). The next year (2021), in July, they auto charged me $100.00 again. I didn't notice because my life was upside down from the death of my husband of 36 years, and having to move my residence. Today (7.18.22), they have charged me another $100.00 on my credit card bill. I logged into my account and it says there's no operating cameras, and also there is no credit card number related to the account. I called the number on my credit card statement for the vendor (NEST - *************) and spoke with Lynn. I spent 30 minutes with her she couldn't find my account through name (***********), address (**********************************), cell (************)or home number *************). She told me to call accounting ************** and I spoke with *****. ***** could not find my account in the system either. I then contacted Capital One, my credit card company, and filed a dispute. I spoke with ******.

Thank goodness I am off today. I started these calls at 6:30 am, and it is currently 8:45 am. I am extremely upset that a large vendor, who has no record of my account, can still manage to charge my credit card every year. I'm also upset that I have wasted several hours of my day off dealing with this nonsense. To me they are a big conglomerate who are taking advantage of the their customers. I will do everything in my power to get the word out that NEST is a horrible vendor that takes advantage of it's customers.
Business Response
Date: 08/25/2022
Business Response /* (1000, 5, 2022/07/19) */
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: *********************************************

Regards,
BBB Core Team

Consumer Response /* (3000, 7, 2022/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted the company, with my explanation of their error charges and back up info for my complaint. I have heard nothing from them. I will not be satisfied until I receive my refund of $200, they fix their system so they don't charge me again next summer, and they apologize for taking advantage of me. How many other people are they doing this to? For a large, multimillion dollar corporation this type of bookkeeping is totally unacceptable.

Business Response /* (4000, 9, 2022/08/02) */
We've been in contact with the consumer and have confirmed that their service has been cancelled and will not renew, for which they were issued a prorated refund.

- The Google Nest Support Team

Consumer Response /* (4200, 11, 2022/08/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did receive a phone call from them. I expected a $200 refund, and instead they said it was going to be $96. They are not refunding anything for the first year that I received no service. It's been two weeks and I have received no credit at all. So as far as I'm concerned, this has not been resolved.
Initial Complaint
Date:07/18/2022
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 can not speak to a human being to verify my identity and recover my account. I'm paying for Google services and I can not access them. I also can not access precious photos, important business emails. I have repeatedly attempted to get help and follow all of the prompts on their site and nothing is working.
Business Response
Date: 07/19/2022
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 Account Recovery issues, we recommend checking 'Tips to complete Account Recovery steps' (*******************************************accounts/answer/7299973) for help.
If your account is disabled please go to this page: *******************************************accounts/contact/disabled2"

Regards,
BBB Core Team
Customer Answer
Date: 07/25/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
These are the same generic responses you can find on their website. All of their solutions require access to the account they will not allow access to. I have attempted to contact every email that is on their site, I get a response that email is not accepting emails to please go to their page the same exact page you can not get a solution because they won't allow access to the account. Their account recovery page is not helpful at all.
Business Response
Date: 08/01/2022
Hello,

Thanks for the Google Account Recovery request. We've sent an email to your contact email address with case ref 8-8855000032855. Please visit the link below for Tips to file an Account Recovery request.

******************************************************************

Regards,
The Google Team.
Business Response
Date: 08/02/2022
Hello,

Thanks for the Google Account Recovery request. We've sent an email to your contact email address with case ref 8-8855000032855. Please visit the link below for Tips to file an Account Recovery request.

******************************************************************

Regards,
The Google Team.
Customer Answer
Date: 08/06/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the same thing, the same link that does not help. The case reference does nothing if everything is the same exact link they take you to. Making a new account doesn't help because I still can't access the old one.
Business Response
Date: 08/25/2022
Hi,

We have worked with the customer to resolve this.

At this time, we are unable to verify that the user owns the account in question with the information provided.

It is important and imperative that all the conditions are met and a proper recovery process is followed to regain access to the account.

We at Google are not at liberty to bypass any of the security measures in place to assist our users in such account recovery cases. Bypassing any of the procedures may lead to an unauthorized person gaining access to the account.

This is in place to safeguard the security and privacy of the account holder and the security of the account is of utmost importance to us.

Since we have provided possible assistance, we request BBB to close this case.

Thanks,
*******
The BBB Core Team
Initial Complaint
Date:07/18/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I'm trying to get a Google Voice number I transferred from ******* to Google Voice ******** to my new phone number. However, when I try to do so I receive a message that the number ************** is already being used by me. When I call it I hear my voice to leave a message and I'm able to leave a message but the message does not go to my phone or email as it's linked to my old phone number that is disconnected and that older email I cannot access the page to manage it as it keeps trying to send a code to the disconnected phone number of **************. When I try to recover the account, a verification code is sent to this old disconnected phone number. I have gone through all steps on the support page, have put my question into the community with no response, have called all phone numbers of google support asking for help and keep getting redirected to the same online help page and community support page that do not help. For several days I attempt to reach a live person at ************** but wait on hold for hours. I need a live person to help me. This phone number still has my voice and I recently had a friend commit suicide. He only had this Google Voice phone number and I was told by other friends he was trying to reach me before he committed suicide. I didn't realize that you could leave a message but that message not reach me and that when I received a new phone number that it needed to get ********, or didn't think it would be this problematic. I feel like Google is keeping this phone number with my voice recorded on it and all its data hostage. I can identify myself that I own this number but it must be recovered in another way than the old disconnected phone number and that is the only option I'm being given. Please please help.
Business Response
Date: 07/19/2022
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 ****************************************************************

Regards,
BBB Core Team
Customer Answer
Date: 07/25/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
The community being referred to for support are not employees of Google. They are a community of Google users who try to give their best advice and refer to help links which I've already exhausted and they do not address the issue. This is an *********** issue that the pre-templated responses do not address. I need an actual Google employee ******************* to actually speak to me.
Business Response
Date: 08/10/2022
Hello,

Thanks for Google Account Recovery request. We've sent an email to your contact email address with case ref #6-5064000032975. Please visit the link below for Tips to file an Account Recovery request.

******************************************************************

Regards,
The Google Team.
Business Response
Date: 08/10/2022
Hello,

Thanks for the Google Account Recovery request. We've sent an email to your contact email address with case ref #(6-5064000032975). Please visit the link below for Tips to file an Account Recovery request.

******************************************************************

Regards,
The Google Team.

Customer Answer
Date: 08/20/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
They keep repeating the same thing, they advise to click on a help link which is AI and gives you a templated basic response which does not resolve the issue and has already been repeatedly tried. My issue is a bit different and doesn't fit within their templates. It appears they are responding to the BBB complaint via a BOT as well. It's interesting they emailed me the link again but stated it would open up a ticket but it was just the link. I actually attached my drivers license and provided all ********************** voice and google account information, the date it was created, I gave detailed specific information and there was no response to that. The email ********* then be a BOT/AI. I'm surprised they don't care enough to have a live person actually try to help.
Business Response
Date: 09/12/2022
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
Business Response
Date: 09/14/2022
Hello,

Thanks for Google Account Recovery request. We've sent an email to your contact email address with case ref #(5-9745000032867). Please visit the link below for Tips to file an Account Recovery request.

******************************************************************

Regards,
The Google Team.

Customer Answer
Date: 09/16/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
They still did not resolve the issue. They sent an account recovery request to the wrong google account, one in which the google voice service and m trying to access your s not connected to. They are not really reading the complaint which doesn't fit in with the templates the ** bots they're using to respond to this BBB complaint. A live person is needed to problem solve it.
Business Response
Date: 09/23/2022
Hello,

Thanks for the Google Account Recovery request. We've sent an email to your contact email address with case ref #1-8256000033443. Please visit the link below for Tips to file an Account Recovery request.

******************************************************************

Regards,
The Google Team.
Customer Answer
Date: 09/27/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I was able to get into my account ***************************** with my password and recovery email, of which my google voice number is attached, however, as soon as I signed in it redirected to my other, newer account I created for my business ********************* of which a google voice number is not attached. Therefore, again, there was no resolution to the issue of recovering the account to which my google voice is attached so I can access my google voice and update my recovery phone number.
Customer Answer
Date: 09/30/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
They didn't read my response at all. I followed all the steps needed to recover my account and passed all recovery questions but the account was not recovered like it should have been after my responses were accepted as accurate.
Business Response
Date: 09/30/2022
Hello,

We are disappointed that **************** experienced Account Recovery related issues.

While we recognize Google's security precautions may have caused **************** inconvenience, for the privacy and security of our users Google does not override these processes.

Google's Account Recovery form is available at www.google.com/accounts/recovery and tips regarding the account recovery process can be found on the Google Account help page available at ******************************************************************. Consistent with those account recovery tips, **************** should be sure to answer all of the account recovery questions to the best of her ability. If possible, **************** should also utilize Google's account recovery tools on a familiar device that is connected to a familiar Wi-Fi network (see "Use a familiar ****************** at ******************************************************************).

Our records indicate that ******************** previous account recovery request was received by Google Account Recovery Specialists and instructions regarding next steps were sent via email (see email with the subject, "Re: 6-5064000032975 Your Google Support Inquiry".

Thanks,
BBB Core Team.
Initial Complaint
Date:07/18/2022
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.
Google YouTube TV has been automatically withdrawn from my account since May at $59.54 per month. I do not know who these people are, I did not order anything from them, and I have not received anything from them. I would like them to refund my account for all of the months they have fraudulently withdrawn funds.
Business Response
Date: 08/05/2022
Business Response /* (1000, 5, 2022/07/19) */
Hello *******,

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

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

To get in touch with our YouTube TV team directly, please contact us via this page: ********************************************************

Best,
Oliver
Google Support Team
Initial Complaint
Date:07/18/2022
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 agency represents TYME Cannabis. They came to us with suspended GBP profiles. We've been sending requests through the appropriate GBP channels since June 22, 2022, and still are not able to get any real feedback. We came close with a community post. The last communication I had was with someone named ***** asked for the URL dashboard links to the two GBP for TYME. I sent them along, and have heard nothing back, regardless of my persistent follow up messages day after day. He said the Google Support team was reviewing the profiles, but we've heard nothing. Their legitimate business is suffering because they cannot be found online in a local map search.

TYME Cannabis - Hamilton Case ID: ***************
Address: *************************************************

- this came to us suspended already
- we submitted the first request on June 22
- Google sent email saying they won't reinstate 6/28 - we replied to email 6/29 for both. They sent the same email response on 6/30. Resubmitted on July 1 requesting a manual review.
- July 7, I sent a message to the community forum
- July 8, a Gold Product Expert responded, asking for name of businesses, locations and Ticket ID - I supplied this on July 8. He said he escalated it to the Support team
- July 11, he said they were working on it and asked for the URL to dashboards. I replied with those links that same day
- I never heard back, even after sending 2-3 follow up messages last week, including July 13, 14, 15 & 18.

This client needs these pages up and running to support their local business endeavors. They are a legitimate business with two locations. They are not breaking any rules of GBP, yet being punished for it.

https://www.tymecannabis.co/

Community Support Chat: https://support.google.com/business/thread/170269852?hl=en
Business Response
Date: 08/30/2022
Business Response /* (1000, 5, 2022/07/19) */
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, 2022/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It appears Google did not even read the complaint against them. It clearly states dates I reached out to Google Support through their proper support channels. It already included the business information and the Case ID numbers and they have the email we use to manage these profiles because they've already sent us multiple generic, automated emails that were not helpful. I already provided the URL GBP dashboard links per their request and heard nothing back.

Their link that would "get in touch with their Google My Business team directly" is the generic Support page. I've already used that page and when I did, I received an automated email that stated I already opened a ticket for this issue and nothing further.

So, I feel this response from Google sends me back into the rabbit hole of being passed around from one generic support page to another. We've had four different employees reach out and helping with this.

Their support process is confusing, cumbersome, and completely NOT created to resolve issues or focused on customer service. If Google is replying with emails already to our requests, then why are they telling us to go through a different "support" channel when we were already following the support process provided? They do a runaround with generic messages and no specifics on what is actually making the profiles suspended. They do not give reasons or assistance.

Attached is a pdf that includes screenshots of communication for both locations from their so-called proper "support channels" as well as the community help chat. That actually got us closer to a resolution but then in true Google fashion, they became non-responsive.

If it takes this much back and forth and this much time to get something resolved, this is the worst customer service ever for any business. Google is effectively hurting this legit local business by their inaction.

I absolutely do not accept their response. I need these two profiles to be reinstated immediately, and I will keep filing complaints until this is resolved. That is the only acceptable outcome. Thank you.

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

Thank you for reaching out about Tyme Cannabis:" https://www.google.com/search?q=TYME+Cannabis+-+Hamilton&rlz=1CAVNXA_enUS971&oq=tyme+c&aqs=chrome.0.69i59l3j0i433i512j0i512j69i60l3.1248j0j7&sourceid=chrome&ie=UTF-8 " search results on Google Search and Maps. Here are some tips and resources that may be helpful.

First, I need to explain that my team can't affect search results in any way. This includes making changes to your profile for you. However, you can update your profile at any time.

Option 1: Fix a profile that doesn't show
If you've made a Business Profile, but it's not showing up on Google Maps or Search, then you might need to take more steps, or your profile could have an issue. Learn how to find your business. https://support.google.com/business/answer/145585

Option 2: Try tips to help improve results:
How rankings work

Results for a local business depend mainly on relevance, distance, and prominence. These factors help find the best match for each search.

For example, our algorithms could show that a business that's farther away better matches what you searched for than a business that's closer. In that case, the farther business ranks higher. Learn more about rankings: https://support.google.com/business/answer/7091#factors

Tips for rankings

Enter complete info & keep it up-to-date:
Complete and up-to-date info can help match more searches. This can include hours for holidays and special events. Learn how to update your profile. https://support.google.com/business/answer/3039617

Manage & respond to reviews:
When you respond to reviews, you show that you value your customers. High-quality, positive customer reviews can help improve rankings. Learn more about reviews on Google:
https://support.google.com/business/answer/3474122

Add photos:
Accurate, appealing pictures can help show potential customers that you have what they want. Recent photos typically drive more clicks. Learn how to add local business photos:
https://support.google.com/business/answer/6103862

Try Insights:
Insights dives into how your customers use Search and Maps to find your profile, and what they do when they find it. Learn more about Insights: https://support.google.com/business/answer/7689763

Make your profile awesome:
Learn how to optimize your presence online: https://support.google.com/business/answer/6337473

To avoid common problems, follow our guidelines: https://support.google.com/business/answer/3038177

Give your profile time. Results depend in part on the prominence of your business on the web.
If you have more questions about search results, reply to this response. If you need general info about Business Profile, I recommend our Help Center https://support.google.com/business/?visit_id=637957854959158223-1864339397&rd=2&p=cr_otherhelp#topic=4596754, YouTube channel: https://www.youtube.com/channel/UCu4fAD7we5LHgr3LX-1DK8g?visit_id=637957854959158223-1864339397&p=cr_othertube&rd=1, and Help Community: https://support.google.com/business/community?visit_id=637957854959158223-1864339397&p=cr_otherforum&rd=1 You can always reach my team via our Help Center.

Please note, the profile is in re-verification stage. We will not verify the listing for you. You'll have to verify the listing by requesting a postcard. Try not to make any changes to the profile while the postcard is in transit. Here's more information: https://support.google.com/business/answer/7107242?hl=en

To maintain quality business info, Google may ask a verified business to verify again. If you change some info about your business, you may need to re-verify. We might also ask you to update your business info or give more details about your business.

More information can be found in the link provided.

How to verify your Business Profile by postcard:
https://support.google.com/business/answer/4588357?hl=en

Additionally, you mentioned 2 Google Business Profiles. Please note, one of the business profiles is a direct duplicate of the listing in question and is violating our policy guidelines which will not be reinstated. If you require a reinstatement you can file a request with our reinstatement team.

We see that you created the listing in question Tyme Cannabis recently on July 26th. It takes time to build prominence but I did see your business listing live so I'm glad that I was able to provide a link to your listing. Even though it is in re-verification, it is still live on maps.

I hope this information has helped.

Best,
The Google Business Profile Support
Initial Complaint
Date:07/18/2022
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 subscribed to ********** 1/27/22. In March of 2022 they started taking 2 payments a month from my account. Totaling ****** overpayment. They won't reimburse my money to my checking account from which they took it. They want me to set up a strike account to pay me back. We tried that and it didn't work. Now they say I can't be reimbursed until I can link my bank to a cash app or strike account and transfer the balance they took from me into said account. I've done everything they've asked and for over a week I've been arguing with them to return my money.
Business Response
Date: 07/19/2022
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, please contact us via this page: *******************************************youtubetv?hl=en#topic=7071745.

Regards,
BBB Core Team
Customer Answer
Date: 08/04/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
They offered a refund for 3-5 business days maximum wait time 10 business days after admitting their fault. But won't refund the total amount they are at fault for taking. The 10 days have come and gone with no refund.
See Attachment/File: 17A0B8FA-30D0-4EAB-80AD-38D4AC0FB027.png
Business Response
Date: 08/10/2022
Hi ******,

Thanks so much for getting in contact with us and we're so sorry to hear about the refund that you have not received yet.

A support agent should be reaching out to you via your existing support thread 3-5242000032717 to provide an update and ensure that your issue is resolved.

We look forward to helping resolve this.

Regards,
The ******* Team
Customer Answer
Date: 08/21/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept ********** offer to partially refund what they took wrongfully. Nor did they hold up to their originally stated response to refund within a certain time frame.
Initial Complaint
Date:07/18/2022
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.
Hey, I work with Google Ads through the Ad Account ************* I advertised with them for over a month, and in that time earned a $500 ad credit. Immediately after earning the credit my account was suspended for "suspicious payments". I use my credit card and have never had a payment with them declined or disputed.

I have reached out through their support multiple times, and after several days my ad account is unrestricted but the next night their AI program restricts my account again. No one will speak to me or tell me what the issue is in my payment settings that keeps triggering the AI, and now it has been over a week and I have heard nothing back from them.

It's suspicious that right after earning the ad credit they start suspending my account, and their customer service is nonexistant. If you could assist in any way with this it would be appreciated.
Business Response
Date: 08/09/2022
Business Response /* (1000, 5, 2022/07/19) */
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 Ads team directly, please contact us via this page: https://support.google.com/google-ads/?hl=en#topic=9803759

Regards,
BBB Core Team

Consumer Response /* (3000, 7, 2022/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hey, here is my most recent case ID (I think) -***************** I have an open appeal with support from July 6th that was closed when my account was reinstated, but the system glitched and didn't actually close the appeal. I was then resuspended the next night but can't file a new appeal, and no one follows up on the old appeal.

Right now it appears my account is stuck in limbo and I can't get any one other than a bot to talk to me.

Business Response /* (4000, 9, 2022/08/02) */
Hi ***********,

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

Thanks for sharing your ticket ID. I found that this ticket was closed after you created it since there was another ticket open for the same reason.

I'd recommend filing a new appeal to get your account reviewed: https://support.google.com/google-ads/workflow/9290386. We aim to review your appeal within 5 business days but sometimes it can take longer.

Best,
The Google Ads Team

Consumer Response /* (2000, 11, 2022/08/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thankfully this finally must have gotten to the right person and got fixed! It's incredibly disappointing the only way to get it addressed was through the BBB but at least they've unsuspended my account.
Initial Complaint
Date:07/18/2022
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 son has google play on his phone and due to google rules I had to put a card on file. My son doesn't have access to purchasing anything on his phone with out having to have a password from me. He didn't make any purchases but come to find out google had been taking money out of my account. In one month they took 68 purchases out of my account which totaled $318 out of my account in just that month. I have tried to call, chat and file claims and I can't get my money back. They stole this money I didn't approve these charges. I need some help getting my money back from them. I'm a single mother and I need that money to take care of my children.
Business Response
Date: 08/05/2022
Business Response /* (1000, 5, 2022/07/19) */
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/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

Regards,
BBB Core Team

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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.

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