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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

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Google, LLC has 42 locations, listed below.

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    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/17/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      The issue is I have received so far 3 Google Pixel 6 Pros with continued reception issues and extreme heating where the phone is unusable due to reception and heat. Originally bought and had issues, customer services denied rma as being an option and had to go to their repair partner, ubreakifix. Ubreakifix said they can't do any fixes since Google is not sending anything specifically for those repairs. Went back to customer service where they kept denying rma to deal with my issues. Had to post on Twitter on the experience, they responded quickly and escalated my case. They did send me a used replacement from the escalated team and not the previous support team I was talking to before. Issue is the phone persists with the issues, again asked for help but was delayed again since my identity had to be verified to use my original payment method (first pixel 6 pro was purchased the same way without issue....). At this point I was stuck with no support. Emailed their CEOs that eventually got me again into a escalated support team that was able to process the replacement. This time the pixel 6 Pro was brand new, the now 3rd pixel phone. And again issue persist. Customer service is offering only a replacement after returning 3 pixels. It was only later I find out the hardware inside specifically the 6 series pixel phones are using old hardware from a device that also had issues with reception and heating. (Samsung exynos S20 modem for reception)

      https://www.androidauthority.com/pixel-6-pro-connectivity-issues-3181350/

      I am stuck in a continued limbo with their customer service and have been seeking a resolution since early December with their customer service that doesn't require having to receive another Pixel 6 Pro with hardware defect

      Business Response

      Date: 07/26/2022

      Business Response /* (1000, 5, 2022/07/18) */
      Hey ****,

      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,
      *******
      The BBB Core Team


      Consumer Response /* (2000, 7, 2022/07/25) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      The response itself from Google is the generic issue I have been dealing with that lead to back and forth with their customer service. I don't know if the BBB request helped but with my already existing tickets with email customer support I was able to get a refund to finally be done with this ordeal. Thank you BBB if reaching out helped but I don't exactly know

    • Initial Complaint

      Date:07/17/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased Google *********** from the **** Store. When I went to make an in-game purchase, I kept getting an error message. I contacted the help chat only to be told that my purchases were under review for my account security. Why then, was I able to purchase credit that Google knew I would not be able to use and that would not ever be refunded??? Shady as hell and screams fraud. It's not good enough that they steal all of our personal information to sell to God only know who, but they still feel the need to steal purchased credit. I will be looking into a class action lawsuit as I can see that many others have dealt with the same pattern of behavior from Google. I look forward to your useless automated response!

      Business Response

      Date: 08/12/2022

      Business Response /* (1000, 5, 2022/07/26) */
      Hello *******

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

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

      For refund requests please contact us here: *****************************************************hl=en
      Or for information on reporting Gift Card Scams or other abuse, please visit this page:
      ***********************************************************
      Best,
      ******
      Google Support Team

    • Initial Complaint

      Date:07/17/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Ref: Google Fi Support Inquiry: Case ID *************************************** fumbled the shipment of a Pixel 6 Pro phone in ways too numerous to mention. Google has a poor tracking system between their shipping centers and ****** I've exhausted my methods of compensating for their substandard shipping process.I require a full refund for the Pixel 6 Pro AND ALL ASSOCIATED CHARGES, including phone insurance cost.From: ************************* <****************************************>Date: Thu, Jun 16, 2022 at 11:07 PM Subject: Re: Your Google Fi Support Inquiry: Case ID *******************: <************************************************************>Nitya,As you should be able to verify, I'm being charged for a phone plus associated charges like phone insurance. From your email:"Once the order is received to the warehouse, we will process the full refund for the amount paid for the order."So now my Google Fi experience goes from bad to worse. I don't have time for this, but as soon as I do, I'll make sure that I'm somehow "made whole" regarding this...************************* **********************************

      Business Response

      Date: 07/18/2022

      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: 07/26/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      *******,

      The Case ID has already been shared. This is the BBB Case Description herein:

      "Ref: Google Fi Support Inquiry: Case ID *****************".

      Can someone please stop the Merry-Go-Round to nowhere? Please simply apply the full refund due to me for a phone that I never received due to your faulty process. Wherever the phone, and whatever the cause has nothing to do with me. Actually, I attempted to pick the phone up from a ***** location, and all I got was frustration!

      Business Response

      Date: 08/09/2022

      Hello BBB Team,

      We thank the customer for providing us with this information. We see that the customer is currently in contact with one of our agents through case ticket # 0-1560000032549.
      We ask that the BBB close this complaint as we have been working with the user towards a resolution.

      Thank you,
      The Google Fi Support Team

    • Initial Complaint

      Date:07/17/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      YouTube is stopping me from advocating for victims of injustice and disasters... I am military veteran who served during Operation Iraqi Freedom to defend Americans and their allies from all threats foreign and domestic... I have been writing non-explicit and non-offensive comments to provide resources for people who need advice and help because of police misconduct and hate crimes... They have been deleting my comments but allow criminals and other users to post drugs, violence, and criminal activity. This is because YouTube wishes to encourage criminal activity and behavior and suppress resources and advice honest people need. It's unethical and illegal to destroy constitutional rights of American citizens... Why would they destroy the constitutional rights of our military veterans who wish to provide positive help for society'The United States government describes terrorism as "anyone who destroys the constitutional rights of others, for the purpose of intimidation, racism, hate crimes or personal or selfish political agendas"With this information I can honestly state, without a reasonable doubt, that YouTube is a terrorist organization.

      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.

      To get in touch with our YouTube team directly about a paid membership or purchase, please contact us via this page: https://support.google.com/youtube/answer/7071292.

      Regards,
      BBB Core Team

    • Initial Complaint

      Date:07/17/2022

      Type:Product Issues
      Status:
      Resolved
      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 April 30th 2022 I ordered three phones through Google fi website using their promotion offer of having 500$ off for each phone if we activate Google fi service on each one. We received one phone, but two others were still hadn't even shipped. So on May 11th we canceled them, and ordered two of different colors. We received them shortly and activated Google fi services on all three of them. But in few weeks I received an email saying that since we didn't activated Google fi services on those two phones that were canceled and which we have never received, Google fi cancel our promotions toward those two phones and gonna charge we 1000$+taxes for them. On June 6th I contacted support team and told them about that issue. I was assured that everything is fine and I'm not gonna be charged for that mistake in a system. But then this amount was added to my bill, and I started contacting them over and over to prevent me being charged for that. I was told over and over that my issue is being escalated to special team who'll take care of it and contact me during "24-72 hours at most". I was patiently waiting 72 hours every time and contacted them again becauseno one has still contacted me. I believe it's been already 7 or 8 of such 72 hours waiting periods. Still nothing. And it's been two weeks now since I've been charged more 1000$ for phones I've never had. I spoke with supervisor as well and they promised me to help but still nothing has changed. I really don't know what to do and where I can get a help. I will be really grateful if you could help me. Thank you for your time.
      P.s. I'm sending screenshots of my emails which shows that I ordered three phones then canceled two white ones and ordered another two pink ones. A picture from my computer shows that in a system it was still 6 devices, but now it became 4, but I still was charged. And you can see an email saying about cancelation of promotion. And another one where support team member acknowledged the issue.

      Business Response

      Date: 08/02/2022

      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.

      To get in touch with our Google Fi team directly, please contact us via this page: https://support.google.com/fi/gethelp

      Regards,
      BBB Core Team


      Consumer Response /* (2000, 7, 2022/08/01) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      The response I've received from Google reveals that they didn't really get acquainted with my complaint. If they did they would know that I provided information they asked about. However, since by the time I got this response by Google the Google's support team finally had resolved my problem there's no need in any further investigation.

    • Initial Complaint

      Date:07/16/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 pay ********** ***** per month under a TMobile promotion. However due to an issue with their parent company, Google, i was asked to verify my account. I did but google took long enough that i missed the payment for the add on service. I attempted to rectify the payment for the additional service but unsuccessful due to Google and that was the only way to pay. I resolved the issue with Google several days before and made sure everything would be ready for the July 16th ********** payment. However ******* never attempted to take my payment and instead ended my subscription and promotional deal. They are unwilling to reinstate the price. They were rude and unhelpful in over an hour spent trying to speak with a manager. The manager said she would call in an hour and so far has not attempted to call me back. I doubt she ever will as this seems to be standard google policy. I never asked for the account to be canceled and even when I attempted to rectify the issue as they requested they still canceled my subscription.

      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,
      *******
      The BBB Core Team

      Customer Answer

      Date: 07/25/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      I do not accept the response because I have already contacted their team on multiple occasions. I asked for a supervisor and they said they would escalate my case and call me in 24 to 48 hours and never did. Therefore reaching out to them is unnecessary as they already failed to take care of the problem in a satisfactory manner. I did this in both writing and on the phone. Based on my name and email they can look up the several different case ID numbers.

      Business Response

      Date: 08/02/2022

      Hello ******,

      Thanks so much for getting in contact with us and we're so sorry to hear about your concern on your ********** subscription.

      A support agent should be reaching out to you via your existing support thread 2-0898000032431 to provide an update and ensure that your issue gets resolved.

      We look forward to helping resolve this.

      Regards,
      The ******* Team

      Customer Answer

      Date: 08/08/2022

      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:07/16/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 PLAY STORE REFUND REQUEST

      REFUND REQUEST

      TRANSACTION ID
      ************************
      ************************
      ************************
      *************************
      *************************
      ************************

      VISA-****

      Business Response

      Date: 08/05/2022

      Business Response /* (1000, 5, 2022/07/18) */
      Hi *******

      We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at ****************************
      If the customer has already reached out through Google Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

      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:07/16/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 made 120$ in purchases for In Game apps on Google play. None of the products I purchased are showing up anymore on my game and Google is refusing to refund my money. I got the legendary pack and a few piles of relics, none of which are on my account anymore. I also can not contact the developer of the game.

      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,
      Bhargav
      The BBB Core Team

    • Initial Complaint

      Date:07/16/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      For months my Google payment profile has been suspended. I thought the issue would self resolve, until I finally contacted Google support and opened case****************. Google responded by requesting the address for my father, who for some reason is associated with my account. I provided the information, however after providing it, Google responded by asking for the same information again. This has occurred more than three times now with Google continuously asking for my father's full name and mailing address and not moving the case forward to resolution despite me providing it. This issue is preventing me from making in app purchases and is a major inconvenience. I would like 1) My payment profile reactivated 2) My father disassociate from my account and 3) An explanation for why exactly this has all occurred.

      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/

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

      https://support.google.com/pay/gethelp


      Regards,
      Bhargav
      The BBB Core Team

    • Initial Complaint

      Date:07/16/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 YouTube channel: ********************************************************, underwent a barrage of forceful blacklists by YouTube. Four videos on my channel were forcefully marked by YouTube as "Made for Kids" with-in a three day period.
      Attempts to appeal the Made for Kids blacklists have only resulted in either automated rejection or radio silence, despite me having solid evidence that suggests my content is made for a General Audience.
      YouTube's own appeal system for Made for Kids restrictions is very much automated; all rejection emails read the same with zero difference. Contacting TeamYouTube on Twitter and asking them to fix the issue only resulted in radio silence from the account.
      Even getting in contact with a human through YouTube's own Partner Support yielded no changes to the Made for Kids blacklists.
      It has become clear to me that YouTube's rules regarding Made for Kids content and what classifies as such are very biased and all my attempts to resolve it have yielded nothing but rejection despite solid concrete evidence from both YouTube and the FTC that proves that my content is General Audience content.
      Therefor, I am lodging this complain with the Better Business Bureau in hopes that Google will reconsider the restrictions and restore my content to the way it was.

      Business Response

      Date: 08/05/2022

      Business Response /* (1000, 5, 2022/07/18) */
      Hello ******,

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

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

      To get in touch with our YouTube team directly about a paid membership or purchase, please contact us via this page: *************************************************

      Best,
      Oliver
      Google Support Team

    Google, LLC is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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