Business Profile

Internet Services

Google, LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

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

Customer Complaints Summary

9,051 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:07/16/2022
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 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:
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 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:
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.
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:
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 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
Initial Complaint
Date:07/15/2022
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.
I am ****** "**************" ******, and I make mature anime art as a living. YouTube was one avenue I used to promote my work, trying to make sure that I followed their guidelines and did not share anything explicit or nude publicly on their website. I submitted a couple of more risque videos as private videos only for storage and direct linking processes, which may have led to the confusion here. On February 24th, I received a message from YouTube saying that they had age restricted one of my videos, even though the video was private and contained some more risque content. However they specified I had not received any strikes or further action as per their rules, so I was accepting of it and went about my way, until they soon after on the same day announced my channel was closed for multiple strikes against it. I went from no strikes to three in less than a day, and had zero chance to try to remove offending videos or acquiesce to their strike system. When I sent support messages, I received emails that the account they provided didn't work, and then finally got through with the message that I wouldn't be eligible for restating. YouTube is a significant marketing portion of my brand, and I did not want to break the rules, and even now I want to be able to remove any offending videos and go forward without any such content on the site. I hope you can help me regain this important part of my products growth and help YouTube to actually follow its own rules it out in place by giving me a chance to rectify my mistakes and not make them again. Thank you.-****** "**************" ******
Business Response
Date: 07/19/2022
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: *************************************************.

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

Consumer Response /* (3000, 13, 2022/09/12) */
The answer they have given me is completely unsatisfactory as I'm being runabout through machines. I need to speak to a person and they are just using algorithms to refuse to talk to me.

Business Response /* (4000, 15, 2022/09/21) */
Hello ******,

Thank you kindly for your response!

To better assist you, please share the channel's URL.

Thank you,
******
Google Support Team

Consumer Response /* (4200, 17, 2022/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is an insufficient response. The account in question, according to the automated responses I get when trying to answer their suggestion, does not exist, and I must be able to provide a link to it in order to receive any help. Additionally, this is not a technical issue but a matter of incorrect application of their own TOS. I need to speak to or be directed to a human being who can assist me further in this matter.
Initial Complaint
Date:07/15/2022
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.
For over 8 years I have run a ******* channel on *******'s platform centered around fire departments and fire trucks. The entire time I have been in good standing with ******* and I was monetized for a majority of that time. About 5 months ago ******* demonetized my channel stating that I was reusing other people's content. Since I do not reuse anyone else's content as I record, edit and upload all my videos myself. After attempting to contact ******* several times they've refused to give more details including proof of their claims but they've refused to share anything. But while ******* no longer is paying me, they are still placing ads on my videos meaning they are making more than double off of my videos because they are not splitting the income with me like they have for years. They have no rightful grounds to demonetize me because i follow all their policies but they won't accept any of my appeals. I have given them proof I follow all their policies several times but they still refuse to monetize me because they are making more money off of me now. Since I am not an employee several lawyers I have contacted were unable to help. I also know of several other *******rs that have been in similar scenarios. My ******* Channel is Rainman14
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 about a paid membership or purchase, please contact us via this page: ******************************************************************************************************** BBB Core Team
Customer Answer
Date: 07/26/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
This link they have given me is to the same support chat I have had dozens of conversations with that were zero help to resolving this issue. They asked for a case ID but they only thing i have close to that is the following title from an email thread i had with them that went nowhere. ******** Support 3-2053000032988" ******* has still completely failed to show proof of their claims to why they demonetized my Channel "Rainman14" A link to my channel can be found here:********************************************************

Like i said before their support team in both live chats and emails have stayed as vague as humanly possible when typing their responses and have ignored me on several occasions. All i want is for my channel that is linked above to be remonetized. I follow all of *******'s Monetization policies and have been suffering for months while ******* still makes money off my videos. I hope for a fast response. Thanks for your time.
Business Response
Date: 08/03/2022
Hi,

We reviewed your channel and it's now approved to monetize. This review was part of our improved effort to make sure that all monetizing channels follow ********* Partner Program Policies (link: *****************************************************************************************).

Thank you for helping us ensure the health of monetization on the platform.

Sincerely,

The ******* Team
Initial Complaint
Date:07/15/2022
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.
I am blind and I have 5 gmail accounts. it is not letting me into my accounts. it tells me to answer questions and when I answer the questions, it says the answers are wrong. I do not need all 5 accounts. I would like someone to help me delete 3 of the gmail accounts and keep 2 of the gmail accounts. I am blind and cannot see very well so I need someone from the company to help me resolve this issue
Business Response
Date: 07/25/2022
Hi ******,

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

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

"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"

Thanks,
*******
The BBB Core Team
Customer Answer
Date: 08/09/2022
Case# : 1071870

1:15
What they stated in the letter is not expectable. I am blind and handicapped, my family and friends have done what Google has asked in the letter and it has not resolved the problem. I am asking Google to please give me a direct phone number for someone who can handle the problem directly.
Business Response
Date: 08/15/2022
Hello,

Thanks for the Google Account Recovery request. We've sent an email to your contact email address with case ref #6-3120000033130. Please visit the link below for Tips to file an Account Recovery request.

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

Regards,
The Google Team.

Business Response
Date: 09/02/2022
Hello,

Thanks for the Google Account Recovery request. We've sent an email to your contact email address with case ref #(2-0579000032904). Please visit the link below for Tips to file an Account Recovery request.

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

Regards,
The Google Team.
Customer Answer
Date: 09/02/2022
*** Response taken from consumer over the phone on 09/02/22 @ approximately 1:50pm (PST) ***

I did follow the link provided by google in their most recent response. I answered all of the security questions found on their web form which it did accept. The issue I then encountered was that the email address ******************* was not accepted.

Because of my visual impairment, I strongly request for the company to reasonably accommodate me and request that a representative reach out to me directly over the phone to assist me. I can be reached by telephone by dialing **************.

Thank You,
****************
Customer Answer
Date: 09/23/2022
September 23,2022. I received Google's response, someone did read it to me because I am blind. I did not receive anything in the month of September in my email ********************** My response is that if could google please call me to help me resolve this situation my phone number is *************. Please call me to resolve this situation.
Business Response
Date: 10/14/2022
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: 10/14/2022
Hello,

Thanks for Google Account Recovery request. We've sent an email to your contact email address with case ref #(1-5830000033258). Please visit the link below for Tips to file an Account Recovery request.

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

Regards,
The Google Team.
Initial Complaint
Date:07/15/2022
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.
The nature of my dispute is informational: Google has a profile of me that emerges upon searching my name. The information on it is inaccurate and contradicts how I professionally and personally represent myself. Additionally, my DOB is listed which is now a liability. I want them to remove my profile, and have followed their steps to no avail. They are doing nothing to resolve the issue.
Business Response
Date: 07/18/2022
Hi ******,

Information in our search results comes from third-party, publicly available web pages. If that information no longer appears on the third-party webpage, Google's cache will update itself over time to reflect the page's new content.

If Google's result is different from the current page, you can request a cache removal via the removal request tool. ****************************************************************
Also:
See for more information on removing out-of-date content from our search results.
********************************************************************

If the information you'd like to remove is still on the current page
Visit this page to learn how to contact the site's webmaster and request a change. If that information no longer appears on the third-party webpage, Google's cache will update itself over time to reflect the page's new content.
****************************************************************

Thanks
Google Search support team
Customer Answer
Date: 07/25/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
The information is inaccurate, and Google is increasing my risk of ID theft and accusations of misrepresentation. It would be very easy for them to eliminate the information their algorithm generates. Additionally, I have tried to use their own mechanism to make the necessary changes and it does not work.
Business Response
Date: 08/01/2022
Hello,

If you are still seeing the content in search results, you can request to have Google update search results for pages that no longer exist, or pages that have removed sensitive or critical content: ********************************************************************************

For more information, see: ********************************************************************

Thanks
Google Search support team
Customer Answer
Date: 08/08/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Their provided "request" mechanisms do not function.
Customer Answer
Date: 08/08/2022
I just went on: the problem seems to be resolved.
Initial Complaint
Date:07/15/2022
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 has been charging my bank card for the past 8 months 10.66, for the CBS app that I don't use or watch. I've made several different attempts to stop these payments, I've put in complaints with Google to cancel the subscription to the CBS app, I've sent in emails and no one has reached back out. I've even had my bank card replaced but because I use other apps on Google Play they still charge my card for the CBS app
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: **********************************************************
Or for information on reporting Gift Card Scams or other abuse, please visit this page:
**********************************************************

Regards,
Bhargav
The BBB Core Team
Initial Complaint
Date:07/15/2022
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.
It's my understanding ******* is free.

I went online to a free ******* and asked " How to used " Apple Numbers" . Not on a trial base.
I never gave Google ******* Premium my full account number to place an order for Google ******* Premium. There's a Google ******* premium account with an unauthorized amount of $ 111.99 on my account ****. Please deactivate my card from Google system
and reverse $ 11.99 charge

P.S
It's very very hard to contact Google for anything. I have been holding on to Google phone number ***********
for over an hour. Nobody will answer the phone but they used my full card # without authorization. How did they get my credit card number ?
Business Response
Date: 08/19/2022
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.

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

Thanks,
*******
The**** Core Team

Consumer Response /* (3000, 7, 2022/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)

I never received or saw any advertisement for the dollar amount of $11.99 that's why I do not remember purchasing***************************************

Business Response /* (4000, 10, 2022/08/01) */
Hello, *******!

Thanks so much for getting in contact with us, and we're so sorry to hear about the unauthorized charge ******************* on your account.

Would you mind contacting our support 1:1 team, so we can have someone help you troubleshoot and resolve this? You can contact us by making sure you're logged into the Google account and navigating to:

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

We look forward to helping resolve this.

Regards,
The YouTube Team

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

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

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

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

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

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Business Response

Customer Answer

Customer Answer

Business Response

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Google, LLC is NOT a BBB Accredited Business.