Complaints

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

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• 

  Google, LLC

  1600 Amphitheatre Pkwy Mountain View, CA 94043-1351

• 

  Google, LLC

  3400 Hillview Ave Palo Alto, CA 94304-1346

• 

  Google, LLC

  1600 Amphitheater Parkway Mountain View, CA 94043

• 

  DoubleClick Inc.

  111 Eigth Avenue, 10th Floor New York, NY 10001

• 

  DoubleClick Inc.

  450 West 33rd Street New York, NY 10001

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:07/15/2022

  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.

  I am trying to reset my Nest password, but I am not receiving the reset link and next option is to log into my google account and grant **** to my ********** I would like to reset my Nest password and not great Google access to my ********* through my Nest account.

  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 Nest team directly, please contact us via this page: *******************************************googlenest/gethelp
  
  Regards,
  *******
  The BBB Core Team

• Initial Complaint

  Date:07/14/2022

  Type:Billing 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 had a sling TV account that I didn't like and had canceled it twice. They didn't canceled right away and had charged my card $35 for another month. I contacted sling and told them that they were pose to cancel it they did and they turned the service off. They refunded my money the same day on 06/25/2022 they told me they sent it back to Google pay. I talked to Google pay reps 3 times and they keep saying the same thing 5 to 7 business days. That time frame has passed its been longer and they still have not refunded me my money if feels as if they are trying to keep it. I have sent them all the proof they need that I have not received it yet and proof that it was sent back by sling. I am getting no where with the Google pay team so now I am forced to report them. I want and need my money back. They took that from my other apps that I really watch.
  

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/07/15) */
  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 Google Pay team directly, please contact us via this page: https://support.google.com/googlepay/gethelp
  
  Best,
  Oliver
  Google Support Team
  
  
  Consumer Response /* (3000, 7, 2022/07/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I don't accept it because I reached out so many times to the same website their saying now and I still got the run around but it is ok, I received my money back the same did I reported them to yall. I believe had I not contacted yall and told them that's what I was doing. I probably wouldn't have gotten NY money back.
  
  
  Business Response /* (4000, 9, 2022/08/02) */
  We're investigating this further. Reached out to the customer

• Initial Complaint

  Date:07/14/2022

  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 acquired a google fi plan and a mobile in April, they promised me to return a rebate for buying a pixel 5A with an internet+call plan if I was able to transfer my mobile number from my previous carrier to Google. Even though I tried to do this, I could not do that operation. We subscribed to the plan for two people, and one of them was able to successfully transfer his mobile number to google fi. I could not do the transfer even though my carrier was the same as my husband (who could transfer successfully). In the end, I could not get the service from Google and my number is inactive, also I am being charged monthly for a service that I am not receiving. Although I tried to solve this issue directly with google, we have exchanged more than 30 emails and until now they are not able to solve my problem, they keep delaying it and if I do not write them I do not receive any updates or information about my process which shows that they are not interested in finding a suitable solution. That is why I request your support to deal with the bad customer services practices from ********************** fi team for solving my problem, which has been delayed mostly 4 months without receiving any solution.

  Business Response

  Date: 07/15/2022

  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

• Initial Complaint

  Date:07/14/2022

  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, LLC will not remove a fraudulent one star business review for Gray Gruit Tap House Bar after multiple requests using google's automated tools. "**************" is either the true name or the alias of a childish, hateful, vindictive google employee who left the one star review. ****** has never been to the business and the review itself is composed of two blatant lies. ****** does not live in the city where the business is located. ****** is known to write hateful and ignorant comments on multiple news sites on Facebook. ****** left the review out of childish spite and hate to get revenge for something unrelated to the business. The attached image shows the ****** review that needs to be deleted. Rats and food - both lies. First lie, the business has no rats and the business nor the building owner landlord have never been given notice by the city that there are rats - total lie by ******. Second lie, the business has never served food so it would have been impossible to see someone cough on food. No food, no rats. Since this childish google employee has never been inside the business they flat out lied about staff coughing on food. The childish google employee assumes every bar serves food. Gray Gruit has one employee, the owner of the business. No other staff works at the bar thus ****** would have needed to observe the owner of the bar coughing on food that never existed. This hateful childish individual needs to be terminated by google immediately. The one star review needs to be deleted immediately.
  

  Business Response

  Date: 08/02/2022

  Business Response /* (1000, 5, 2022/07/15) */
  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
  
  Thanks,
  *******
  The BBB Core Team

• Initial Complaint

  Date:07/14/2022

  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 subscribed to ******************************** content. Although I am largely happy with this outcome, I was wondering if (either you or she) could have her subscribe to my ******* content. Also, authors ************************************* on the******** Press interview ***************************** describe being oversexed and being perversely attracted to muscular men. I would like to say that you should watch for such upsetting content *********** Thank you!
  

  Business Response

  Date: 08/08/2022

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

• Initial Complaint

  Date:07/14/2022

  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.

  27 days ago I was prompted to reset my Gmail password for my google Gmail account. I never had to log out so I never had to renter the new password. Today my phone broke and I can't remember the new password. That would not be a problem, except that the account recovery page will not ask me for my emergency recovery email that I made sure to have on my account for just this occasion. This is because I was assured in the Gmail account set up that if I got locked out of my account I could use my emergency email. The only screen it takes me to in the account recover process is to receive a text message to verify the account. My other option was to look into my phone and get a code from the setting menu. Both options are not possible for me because my phone is broke. There are no other options given to me. I need to unlock my account. I tried trouble shooting from a different device also new, but still did not work. There is not number to call, there is no way to leave an email, there is no way to get this resolved. I am just without my important information on my Gmail. I NEED my info. The only reason I am complaining this time is because it is not the first time. Its several times later this has happend. I cannot lose this information again. I need to unlock my account. My locked email is ***************************

  Business Response

  Date: 07/15/2022

  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

• Initial Complaint

  Date:07/14/2022

  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.

  The commenters on ******* are posting antisemitic bile that simply isn't true and never has been true, and even if it were true it wouldn't amount to a hill of beans to anybody but to somebody who is full of hate.On videos where ***************** visits ******, the commenter are saying things like.."They attacked the *** Liberty".Fact : The ** is not exempt from the defenses of foreign nations.Also, if the *** Liberty was a person, it would be old enough to be this asshole's great grandfather.It also was a very hastily made WW2 era non-capital military cargo ship "So the jews are more worthy of our tax dollars than we are"Fact: Yes your tax dollars is used to benefit the world and ****** is our ally.The "Too much going on here at home" is one of the oldest dog whistles that there are for xenophobic hate.They even insulted ***************** about his glasses, which represents old school Irish ******** style and culture.

  Business Response

  Date: 07/23/2022

  Hi,
  
  We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at **********************************************************
  
  To report inappropriate videos, channels, and other content on ******** you may refer the following help center article: *************************************************************************************************
  
  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: *****************************************************************.
  
  Regards,
  BBB Core Team

• Initial Complaint

  Date:07/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a replacement of a $20 remote for a Chromecast to replace a faulty one. It was an online order but the product never was received, it was either delivered to the wrong address or stolen.
  
  I've contacted Google many times asking for a replacement since it was never received. I was told that I would have to take it up with the Post Office, which I did. Reaching out to the post office I was told that insurance was not purchased on this shipment and a claim could not be created.
  
  Google refuses to refund or replace this product. The back and forth has been infuriating with no end in sight.
  

  Business Response

  Date: 08/01/2022

  Business Response /* (1000, 5, 2022/07/15) */
  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 Chromecast team directly, please contact us via this page: https://support.google.com/chromecast/gethelp
  
  Thanks,
  *******
  The BBB Core Team

• Initial Complaint

  Date:07/14/2022

  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 logged into my Google account and set up a call back due to My headphones are not providing sound you have to move around the cord also the piece under the c port is bent the sound goes in and out I made order number GS.1356-0620-0070 online with Google a few weeks back but today once I submitted my complaint/form it gave me case Id *************** after a few minutes I received a call and explain my situation and the representative said they dont handle that type of stuff and give me a heads up of transferring my call to number ************ so then that department asks what type of issues I was calling about and I explained again then I was asked what type of headphones I was calling about and I told her keep in mind I filled all this out on the form online then she says we only service Google pixel air buds series a or b then says I have to call back another time I caught this to be done because this company is stealing once I hung up they created another ticket number on top of the case Id listed above number but what they created was pixel buds 4-9642000032973 I never created a 2nd ticket yet they created one just to make money off of liability claims as of today I have not been able to resolve this matter and the conversation I had was misleading because google states I can call/ or email to have my product repaired or replaced while it's under warranty they're not standing behind their products and is promoting false advertisement to purposely have me file complaints for falsifying insurance claims why not provide a guarantee on their products why not replace these for new one and or ect because they want me to complain

  Business Response

  Date: 07/16/2022

  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:
  ***********************************************************************************************
  
  
  If you have already reached out through Google Support channels, we ask that you share your most recent support inquiry ID, so we can further investigate. Thank you.
  
  For additional products and information, please contact us at *******************************************
  
  Thank you,
  ******
  Google Support Team
  

• Initial Complaint

  Date:07/14/2022

  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 advertises a product called Family Link to manage children's' Google accounts. Part of the Family Link service is the ability to restrict purchases from children and require parent approval for them.
  
  While this setting was enabled and set to require approval for all purchases, a child was able to make several purchases. The Family Link/ Google Play setting did not work as advertised and allowed the child to freely spend despite Google advertising that Family Link would require approval based on the selected settings.
  
  When the issue was identified, I immediately reached out to google through their preferred method and requested a refund for these fraudulent purchases. Google approved a refund on one purchase, and ignored the remaining 7 transactions.
  
  I reached back out to Google, who informed me that since the money had already been paid to their partner (the app developer) it was no longer their problem.
  
  I reached out again, because surely there must be some miscommunication as this is so obviously an issues with their service and the only reasonable remedy would be to refund the fraudulent charges, but no, Google sent this response:
  
  "We're sorry that your refund was rejected but our refund policy states that if you don't make use of our purchase authentication tools, we probably can't offer a refund. I'd recommend setting this up to best protect yourself from accidental and unwanted purchases in the future. If you'd like, I can send you an email that details our refund policies and how to set up purchase authentication."
  
  The problem, again, is that I did make use of their purchase authentication tools, they didn't work.
  
  I of course have transcripts and emails of all correspondence with Google, as I'm sure they do too.
  

  Business Response

  Date: 07/16/2022

  Business Response /* (1000, 5, 2022/07/16) */
  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:
  *************************************************************************************
  If you have already reached out through Google Support channels, we ask that you share your most recent support inquiry ID, so we can further investigate. Thank you.
  
  For additional products and information, please contact us at https://support.google.com/
  
  Thank you,
  ******
  Google Support Team
  
  
  Consumer Response /* (3000, 7, 2022/07/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As I laid out in the complaint, I've already used multiple Google Support channels and no one was able to fully understand the situation and resolve it.
  
  
  Business Response /* (4000, 9, 2022/07/29) */
  We're looking into this issue. Emailed customer.
  
  Consumer Response /* (3000, 16, 2022/08/17) */
  This case should not be closed as it is not resolved.
  
  
  Business Response /* (4000, 18, 2022/08/25) */
  Customer has reached out to T3 before at the beginning of the month about the authorization problem they're having with the app. Customer refuses to accept my response towards correction. Emailed customer indicating that they would need to reach out to the developer.
  
  
  Consumer Response /* (4200, 20, 2022/08/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I'm unclear on what a T3 is and what the "authorization problem" is. Please explain.
  
  Per the private emails Google has been sending me regarding this BBB case, Google claims they have no responsibility for apps on their platform, no responsibility for apps that use their billing and payment system, and no responsibility for apps that use their Family Link product to protect kids from spending money. Per Google's denial they blamed the developer, Socialpoint, and said it's their problem. I reached out to Socialpoint and they responded telling me all billing and payments are handled by Google "For the refund, I request you to please get in touch with Google support. Since the transactions are handled by Google, they will be able to help you."
  I've now reported the fraud to my bank.