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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.
    • 3,260 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:07/14/2022

      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.
      *********** 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:
      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.
      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: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.
      On YouTube, I subscribed to Melanie Conroy-Goldman's channel but she did not subscribe to mine. Also, Amy Shearn in one video described a crush on a man with muscles, which seemed perverse and overly sexual. Please take action!

      Business Response

      Date: 08/01/2022

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

      Best,
      ******
      Google Support Team

    • Initial Complaint

      Date:07/14/2022

      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.
      I was hurt when YouTube's ************ posted a video about me showing how I lie to people in order to get their money. Even ****************************) and ********************************************************* know about it! I was told that The ******* is going to be the best audio drama in the world! But then YouTube started to promote Amazon's Audible because they're richer than me! So what did I do? I didn't get a therapist and started posting really angry tweets and hating people because of it! I want my love! I want sex with the YouTube CEO! I was part of the YouTube army of Army of YouTubers! Give me my money! I want to work!

      Business Response

      Date: 08/02/2022

      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.
      https://support.google.com/youtube/answer/2802268?hl=en


      If you have already reached out through Google Support channels, we ask that you share your most recent support inquiry ID, so we can further investigate. Thank you.

      For additional products and information, please contact us at https://support.google.com/

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

    • Initial Complaint

      Date:07/14/2022

      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.
      On or around March of 2020, I started ******************* on ******** Over time, My Views and Viewership had increased. During this time I covered Local as well as International Events which included the 2020 Olympics which were held last Summer.On August 5, 2021 I received an Email from ******* which stated that they "have reviewed your content and found severe or repeated violations. Because of this we have removed your channel from ********"The same day I responded to this and received an Email that stated "We have received your account appeal and will get back to you as soon as possible."On August 6, I received the Same Email without a response.On August 10, I sent a follow-up Email asking how much longer it was going to be. As of this time I had not been given any reason for this occurring other than the Original Email which mentioned nothing specific and didn't really explain much if anything at all.After a few months had passed and because I had heard nothing from *******, I called the 1 number to them that I could find. That was to ***************** After a lengthy hold I was able to talk to a female who told me that she could not help me. Furthermore, she had no other number that I could call. I was told to wait until I heard from ********To date, the Emails that I have mentioned are the only Emails that I received from ******** I have been given no explanation for their unreasonable and completely unfair actions towards me. Also, as of yet My Channel has not been restored. ******* has severely impacted me as well as My Life all without a specific word as to why All of this occurred in the first place. While ******* mentioned "repeated violations", I never received any Warnings until ******* sent me the Email removing My Channel.Based on *******'s lack of explanation or response, I would like My Channel restored and an Apology from ******** I believe that they owe me and My Viewers More than that!!

      Business Response

      Date: 07/15/2022

      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 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 may further investigate.

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

      Best,
      ******
      Google Support Team

      Customer Answer

      Date: 07/21/2022

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

      Google must not have read my complaint. As I stated I did place a call about this and I was told by the Representative who answered I was told that that person could not help me and that there was no one to contact about this. Based on this, trying to do this again would be futile.

      It's curious to me that Google has not offered a written explanation of ********* Actions towards me nor has it restored my Channel that was wrongfully removed. In addition Google has not addressed not only these actions, but also has not restored my ability to add more Channels as well. I'm disappointed that Google missed the **** on this.

      Customer Answer

      Date: 07/21/2022

      Also, if Google were to look at the Documentation I would like to know where ******* has enclosed a Case Number because in none of the correspondence is there one. Again it seems that Google did not bother to read My Complaint which is disappointing in my opinion.

      Business Response

      Date: 07/28/2022

      Hello **,

      Thank you for reaching out with your concerns.

      We are unable to locate the username based on the information you've provided us. If you could please provide the channel page in question, we'll be able to look into this matter further. Below are instructions on how to obtain a channel page URL: 1. Find the channel page in question on *******.com 2. In the address bar at the top, you'll see the channel page URL (example: ******************************) 3. Copy the link and paste it into your email reply

      Sincerely,
      The ******* Team

      Customer Answer

      Date: 08/09/2022

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

      There is no way that I know to enclose the link to the Channel Page that ******* has removed. This Company has All of The Information that it needs to locate it. If they are not able to find it it wasn't that it didn't exist. This further shows *******'s unwillingness to do the right thing in restoring my Channel. Thank you.

      ,

    • Initial Complaint

      Date:07/14/2022

      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 signed up for a 3-month free trail with youtube premium tv. Prior to the end of the trail I attempted to cancel but the app did too have this option. I contacted YouTube and on January 29, 2022, I received an email from them stating that they 'cancelled' my subscription and that I would not be billed going forward. Attached is that email in pdf format and one other format. I never signed up for the subscription so there was nothing to 'cancel' but I was content that they would not charge my credit card.
      However, they have charged my Citi credit every month, $64.99. I disputed with Citi and YouTube and it is seven months later and citi has reversed all of the credited unauthorized youtube charges and is holding me responsible. I contacted you tube and they have told me:
      1) the charges are through Apple. Not true, apple does not have this credit card; 2) they do not recognize my aol email that was used at some point an therefor they cannot correct these unauthorized charges. Not sure, the email they sent me is to my gmail account.
      3) on google pay they report they have refunded all of the charges.Not true.Today theysent me another email saying that they are reversing the disputed charges from March and are now charging me twice for March ($64.99 + $64.99); they also disputed the April charge and my credit card reversed the you tube credit and is now holding me responsible.
      4) there is no way to contact youtube via phone or email other than by replying to the email they sent me in January (attached). They do not respond.
      5) no one else is using an account under my name.
      I will file a separate complain for Citi but in summary, Citi said they do not care that I have email from youtube reporting I am not responsible. Citi has decided that the information youtube sent them (in dispute) is all that counts.Citi said they will not reverse the charges and I should contact youtube.But I did this and the letter from youtube makes not difference to citi.

      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 YouTube TV team directly, please contact us via this page: https://support.google.com/youtubetv?hl=en#topic=7071745.

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

    • Initial Complaint

      Date:07/14/2022

      Type:Customer Service 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.
      Google Store was SUPPOSED to send me a REPLACEMENT Google Pixel 6 Pro (256GB) phone. I returned my damaged one. RMA = ***********.Today I received an envelope from FedEx.The BOX inside was EMPTY!Can't get any joy from Google.$990 phone. I get an EMPTY box.I have filed a police report in Alton, N.H. They have it on file at the Police Station.Please help.

      Business Response

      Date: 07/21/2022

      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 Pixel team directly, please contact us via this page: https://support.google.com/pixelphone/?hl=en#topic=9153446.

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


      Consumer Response /* (2000, 7, 2022/07/20) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      BBB, as ever, has done your best. I will chase this down further with Google. Thank YOU. You folks are the BEST. Thank YOU.

    • Initial Complaint

      Date:07/13/2022

      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 paid for extra storage for an application through this business. After making the payment and the payment being deducted for my account I was not provided the storage that I paid for. I submitted for a refund from the business based on the fact that I did not receive the products that I ordered. I was refused to refund below is the transaction ID and their refusal to refund.GPA.3325-4679-0333-63839 Subscribe to Cloud Backup Not refunded $6.99 The transaction was made on June 7th 2022. And I received the response from Google about the denial of my refund June 10th 2022. I've been unable to reach or appeal the decision with a Google. For the resolution of this I request that the $6.99 be refunded as I did not get the services that I paid for.

      Business Response

      Date: 07/14/2022

      Hello Miser,

      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

      Customer Answer

      Date: 08/10/2022

      ***Document Attached***
      I had already reached out to Google and they were unwilling to reimburse me even though I never received the product. I'm including a screenshot of the correspondence I have already received from Google.
      See Attachment/File: Screenshot_20220810-191011.png

      Business Response

      Date: 08/23/2022

      Hey there, thanks for reaching back. I'll do my best to help.

      Based on the screenshot you shared with us, you're requesting a refund of an app from the Google Play store. The App is called 'Cloud Backup (Hide Photos, Video and App Lock - Hide it Pro).

      Unfortunately, Google Workspace has no jurisdiction with Google Play Apps since these are not under the same scope of support.

      Would you please confirm this before taking any additional steps.
      See Attachment/File: Screenshot_20220810-191011.png

    • Initial Complaint

      Date:07/13/2022

      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.
      Hello ,

      I loaded my google pay account with $220 , however whenever I tried to to use the funds I wasn't able to . I reached out google pay costumer service and was advised I needed to verify my identity, I did that and was still having a issue with getting my funds. I reach out to google customer again , I was told my account was CLOSED! I'm like how is my account close and I have $220 in my account I was told because my account was closed they wasn't able to give me my money back ! That sounds insane how do you just keep someone money I would like my funds refunded ASAP this is very unprofessional and it's stealing someone else hard earn money .

      Business Response

      Date: 08/16/2022

      Business Response /* (1000, 5, 2022/07/14) */
      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 Pay team directly, please contact us via this page:

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

      Thanks,
      Theresa
      The BBB Core Team


      Consumer Response /* (3000, 7, 2022/07/21) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I called they told me the same information here is a case number our Google Support Inquiry: Case ID ***************


      Business Response /* (4000, 9, 2022/07/30) */
      We appreciate your patience as we investigated this matter. Considering your situation, we re-checked the documents submitted for verification and our specialist team were able to verify the documents submitted and approve the account. We have removed the hold on your account, you should be able to use the profile as usual. Now, you can withdraw the Google Pay balance to your bank account or debit card without any issue. We regret any inconvenience caused due to this.
      We value you as a customer. If you have any further questions please reach out through our support portal on ****************** we'd be happy to help!

    • Initial Complaint

      Date:07/13/2022

      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 met with the Google CEO from the United States on May 17 2022 where he asked me if I want to work with him. I told him yes and contacted my boss ************* (**************************** to talk about it. The CEO told me to contact *** who is *********************** who came from Canada, a nickname for *******. *** told me to pay $50 CA to him to start working. I did. Then he told me 2 days later to pay $150 CA. I gave him the money. Now he said that we should have sex, on June 7 2022 and after I thought about it I said YES, ABSOLUTELY. I have never had sex with another man! Only ************* had! But that was when *** stopped communicating with me. I didnt do anything wrong! I only wanna accept the transaction that was given to me! I want to have sex with everyone in Google, have ************* take a poop in their ceiling, and have a great time having handjobs while working for Google Inc. That is all.

      Business Response

      Date: 07/21/2022

      Business Response /* (1000, 5, 2022/07/14) */
      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/

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


      Consumer Response /* (2000, 9, 2022/07/20) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    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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