Business Profile

Internet Services

Google, LLC

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

9,051 total complaints in the last 3 years.
3,260 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.

Initial Complaint
Date:07/13/2022
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 have tried to resolve this issue of 3 separate Google Play egift cards not working for almost four months now. I purchased the gift cards of $25, $25 and $30 at recognized and legitimate retailers (two from the world's largest retailer).Yet, after several phone calls, dozens of emails and continual assurance that my account was fine and the gift cards would work, they still don't. I asked Google several times to simply issue me an $80 credit and deactivate the gift cards, as that would represent no loss for them. The only response I have ever received (even after the case was supposedly "escalated" several times) is boilerplate language telling me my account is clear and to fill out a form about the details of each gift card. Which I've done more than a dozen times now, only to receive an auto response each time that the gift card is "not eligible for appeal" totally contradicting what Google agents have told me and starting the cycle all over again.Given these facts, I expect no less than $80 in USABLE Google Play credit. And, maybe an explanation on how one of the world's largest companies cannot or will not fix an issue which thousands of people are complaining about.
Business Response
Date: 07/14/2022
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 refund requests please contact us here: *******************************************googleplay/answer/2479637?hl=en
Or for information on reporting Gift Card Scams or other abuse, please visit this page:
*******************************************googleplay/answer/9057338?hl=en

Thanks,
*******
The BBB Core Team
Customer Answer
Date: 07/23/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Please see some of the case numbers included in attachment. You should also be able to see the entire chains of correspondence and details/numbers just by looking at the Google Account and support history for ********************.
See Attachment/File: Screenshot_20220524-212607
Business Response
Date: 07/29/2022
We're still investigating. Reached out to the customer.
Customer Answer
Date: 08/19/2022
Not resolved
Customer Answer
Date: 08/25/2022
This case has not been resolved.
Business Response
Date: 09/19/2022
Our team has done their due diligence in this matter of investigation. Google's terms are clear on refunds when it comes to Play gift cards. *********************************************************
We recommend that the customer contact the retailer.
Initial Complaint
Date:07/13/2022
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.
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.)
Initial Complaint
Date:07/13/2022
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 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:
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.
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: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.
Billed twice for one month of ******************* When I try to contact them, they want to charge me a fee to talk to someone. I don't want to pay them to correct their mistake.
Business Response
Date: 07/26/2022
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 our Google Support channels, we ask that you please share your existing Case ID(s), so that we may further investigate.

To get in touch with our ********** team directly, please contact us via this page: *******************************************youtubetv?hl=en#topic=7071745

Best,
******
Google Support Team
Initial Complaint
Date:07/13/2022
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 seems to be disregarding users privacy settings. I have paused watch history in ******* and confirmed that there is no log of past videos that I have watched (screen shot attached). It is listed on their site that if this option is enabled then videos that are watched will not be used to improve recommendations (screen shot attached). However, Google is directly violating this claim. For example, I had searched a video for crochet and when I logged into ******* later in the day there were at least 16 other recommended videos related to crochet. I have screenshots of my profile showing watch history paused, Google's own support site information about what happens when history is paused and also a screen recording of the number of crochet related videos. If my history is not being logged and tracked then how is ******* able to recommend more videos about my past searches. I have seen this happen multiple times. I still see some videos being recommended for searches I did months ago. If Google is not adhering to such a simple claim then it is scary to think of what they are doing with the vast trove of data they collect.
Business Response
Date: 07/14/2022
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:07/13/2022
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.
We really need help here. We are part of the coordinated blackmailing effort that is targeting restaurants demanding $75 in google play gift cards or else they post one-star reviews. We refuse to negotiate with them and now have over 15 one-star reviews from accounts that are very clearly fake. Here is a link:
****************************************************************************************
Here is the email we received from the blackmailers:
"From: **** *************************************
Date: July 5, 2022 at 4:07:39 AM EDT
To: [email protected]
Subject: good day

Hello. Unfortunately, negative feedback about your establishment has been left by us. And will appear in the future, one review a day. We sincerely apologize for our actions, and would not want to harm your business, but we have no other choice. The fact is that we live in India and see no other way to survive.
We are begging you to send us google play gift card worth $75
You can buy the card directly from PayPal
paypal.com/us/gifts/brands/google-play
Or in any store selling gift cards
We hope that this amount will not be critical for you.
After selling this gift card we can earn approximately $50, which is three weeks of income for one family
Please send the code to the email address******************* and we will immediately stop leaving negative feedback and remove the existing ones.

Once again, we apologize.
____________________

I have reported the reviews and got an automated message saying the reviews are valid. I have appealed the decision and got another email saying the reviews are valid. I have reported the profiles as fraudulent. If anyone actually looked at them they'd see the account were, almost exclusively, just created this week; only have one or two reviews, all of them 1-star; and they somehow managed to post reviews in several restaurants around the country all on the same day, all 1-star, all being targeted by this scam.

Please help with this, thank you! *****
Business Response
Date: 08/01/2022
Business Response /* (1000, 10, 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 their 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 can further investigate.

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.

Best,
******
Google Support Team
Initial Complaint
Date:07/12/2022
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.
I purchased a ******* Galaxy S22 back in April 16 and activated the phone on April 20. Because I didn't use the phone much I decided I would cancel when I have met all my promotion requirements. Because I could not find the promotion requirements on Google Fi's website I called Google Fi Customer support. I asked the person on the line if it was ok to cancel and to make sure I met my promotion requirements. The Google Fi customer support said I could cancel anytime now and so I did.A day later I got an email stating that I had not met my time requirements and that I can loose my promotion of $500. I then reactivated my phone and was told I will meet my promotion goals if I keep the phone active for another 120 days (4 months) I have already had the phone active for 3 months. I called over 4 times to get the date retroactive to the original date and they refuse to do so. I feel because I was told by Google Fi customer support that I have met my requirements that it is not my fault that I canceled one month early.My desire is to have the date set back to the April 20 as start of the program and not reset to 120 days. I feel this is a way for Google Fi to trick customers and force them to pay extra months of service when they do not need it.
Business Response
Date: 07/13/2022
Hello Kon,

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 our Google Support channels, we ask that you please share your existing Case ID(s), so that we may further investigate.

To get in touch with our Google Fi team directly, please contact us via this page: *******************************************fi/gethelp

Best,
******
Google Support Team
Customer Answer
Date: 07/19/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
I got a response from Google Fi and they agreed to make my subscription duration retroactive and set the 120 days from the original start of activation.
Initial Complaint
Date:07/12/2022
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 bought device protection along with a Pixel 2 phone from the Google store using Google Fi for wireless service. The phone was for my mom. Device protection cost $5/month and I just realized it has been billed to me since December 2017. However, this Pixel 2 device never actually showed up at my mother's apartment. Google said the shipment arrived, but my mother never received it. I have no idea how that happened, but honestly it doesn't matter. If they can't ship something without it disappearing (stolen? lost?) then they shouldn't be charging us for the product. This complaint isn't even about the phone though (I think I might have submitted a different fraud report years ago about the phone). This report is about the fact that I've been charged for device protection for almost 5 years for a phone that I never received AND that never actually had active service on it. Google didn't automatically hold the charges or even notify us that protection was being charged for a phone that we never activated. They just happily charged me continually for 5 years, even after both my mom and I had added new phones onto our Google Fi account, so they obviously knew we had moved beyond this phone issue from 5 years ago. I tried multiple times through Google Fi support to explain this to them, but their support seems trained to never give refunds regardless of the situation, just to protect Google's bottom line revenue. Each of 3 support people at increasing levels of management all said "you can cancel device protection from your account".

This is fraud because Google charged me for a service they did not actually deliver. $270 of device protection for a non-existent device.

Shouldn't need any supporting documents, Google has all my information associated with my email ***********************
Business Response
Date: 07/14/2022
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 Google Store team directly regarding any existing orders, please contact us via this page: https://support.google.com/store/answer/7334136?hl=en.

Thanks,
BBB Core Team

Business Response /* (4000, 14, 2022/08/16) */
Hello BBB Team,

We thank the customer for providing us with this information. The customer's issue is resolved and thus no further action is required. We ask that the BBB close this case.

Thank you,
The Google Fi Support Team

Consumer Response /* (4200, 16, 2022/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Google sent me a miniscule refund, pennies compared to what they stole from me.

Honestly I'm not going to waste any more time on this case though. I have just accepted that Google has become a shitty company and is not actually trying to help their customers any more. Ideally this case can remain in the public eye so other customers understand they're not going to be treated well and get a high-integrity response.
Initial Complaint
Date:07/12/2022
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.
I Have YouTube TV . They have locked me out of my account saying I violated policy but will not tell me what specifically and just send me general information. I am trying to cancel my service and they will not let me. They have charged me for the last 3 months for a service that I am not receiving at this time. I have sent over a dozen emails and can not get anyone to respond on how I can cancel my service. Thank you for any assistance. *****
Business Response
Date: 08/09/2022
Business Response /* (1000, 5, 2022/07/13) */
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

Consumer Response /* (3000, 7, 2022/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have tried those options several times and only get back standard responses. Please refer to policy via this link is all they do. I am being changed from a product that they are not providing. Over $200 and counting. They have locked me out and I have no way to cancel the service. I continue to ask them to please stop changing me to no avail. So I do not on any terms accept their standard response. Thanks *****.

Business Response /* (4000, 9, 2022/07/28) */
Hello *****,

Thanks so much for getting in contact with us and we're so sorry to hear about the charge you're still getting despite not being able to access your account.

A support agent should be reaching out to you via email to provide an update and ensure that your issue gets resolved.

We look forward to helping resolve this.

Regards,
The YouTube Team

Consumer Response /* (2000, 11, 2022/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They resolved my issues.

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Google, LLC is NOT a BBB Accredited Business.