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.
3,262 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:07/12/2022
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.
Hi,I switched to Google ** mobile services on June 10th from ******* and during the check out filled out the information about the trade-in for my old phone. Everything went fine and I got promised a $37 refund for the phone after filling out the information. I'm now being told that my trade-in information was never added to my check-out, even so all the information was there when I ordered my new phone and filled out the switch information, and after trying the chat function and phoning google fi, nobody is willing to make any adjustments.All the best,*************************
Business Response
Date: 07/13/2022
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:07/12/2022
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.
Hello Just created a Google Ads account, entered all my info including my business credit card.After about 1 hour later, got a warning that my account is suspended:acct #: ************ ********************* with the warning "Your account is suspendedWe've detected suspicious payments in your account."What does this mean? What kind of suspicious payments? I even didn't make any payments yet?Was my card declined? Was the number wrong? What was the issue?This is terribly annoying, upsetting and unprofessional.
Business Response
Date: 07/13/2022
Hello Salesforce,

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 Ads team directly, please contact us via this page: *******************************************google-ads/?hl=en#topic=9803759

Best,
******
Google Support Team
Customer Answer
Date: 07/19/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Please see how Google disrespectfully suspended my account without any reason, and then themselves reactivated my changing nothing. And now you suspended again third time again without any reason. I already contacted the addresses you mentioned, no luck. Your customer support has done a poor job, and couldn't respond properly.

Proof is below: See yourself:

Your Google Ads account ************ has been suspended because we've identified suspicious behavior in the payment activity of your account. (Tue, Jul 12, 3:48 PM)

Hi *******,
Thank you for contacting Google Ads Support. I appreciate your patience while I worked on your issue.
Query: Account: ************ suspended.
Status: We have some good news for you! Our team has reviewed your account based on your detailed appeal and we're happy to let you know that it has been reactivated. Wed, Jul 13, 10:20 AM (6 days ago)

Your payment of $450.00 was applied to Google Ads on Jul 15, 2022. Fri, Jul 15, 5:39 AM

Your account is suspended. Your Google Ads account ************ has been suspended because we've identified suspicious behavior in the payment activity of your account. Fri, Jul 15, 9:50 PM
Business Response
Date: 07/31/2022
Hi,

My name is *****, from the Ads Escalations team. I'm sorry to hear about the trouble you've had.

There's a specific team that reviews suspended accounts. After reviewing your case and taking your feedback into consideration, they've confirmed that your account was and still is in violation of our Google Ads policies.

However, if you believe there's been an error, and that you haven't violated our policy, submit an appeal ************************************************************************************** and explain why. We aim to review your appeal within 5 business days but sometimes it can take longer.

We only reactivate accounts where there's a good reason. Take the time to be detailed, honest, and accurate in your appeal. Learn more about why we suspend accounts and the reasons we take these actions: *******************************************************************

Best,
The Google Ads Team
Customer Answer
Date: 08/10/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
It's already a month Google suspended my account without any reason. During this time I talked to many people, sent emails and had chat sessions.
As of today, none of them could tell me any bit of violation I did, because there is none.
They all say "violation of our Google Ads policies", a vague, general, and cliche statement which shows zero respects to their customers.

And then I put this as a complaint here at BBB assuming their managers can tell me what I did wrong. Was my credit card declined, was there no available credit in my card, was it blocked, what is it?

This is what "*****, from the Ads Escalations team" said to resolve this:

"There's a specific team that reviews suspended accounts. After reviewing your case and taking your feedback into consideration, they've confirmed that your account was and still is in violation of our Google Ads policies."

Do you see any violation specified here? What is it? What did I do wrong?
You suspended my account twice and reactivated yourself two times without me changing anything.
And now, you suspended again while I am in the same condition where you reactivated. Now it's suspended I am beggin these people who have "zero respect" to their customers to reactivate it.

*****, what is it that I violated? If you don't have this information how are you in the "Ads Escalations team"?

Aren't you bothered by my statements sayin that "you can't provide me any violation because there is none" ? If I were you, I would simply step down because of this shame.
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 noticed on my bank statement that Google has been charging me for 200GB Google One storage plan at $2.99 per month, every month since October 2020 when I cancelled that subscription. They have withdrawn 22 payments of $2.99 each. I sent screenshots from my Google Account page showing when I cancelled the service as well as screenshots from Google showing all of the $2.99 withdrawals. I got no resolution and only told that an email would be sent to Google One and I could expect to hear back soon. 22 months at $2.99/month is a total of $65.78 of my money taken by Google for services they did not render to me. I expect a full refund of the $65.78 as well as interest charges at the standard published Bank Prime Loan lending rate.
Customer Answer
Date: 07/13/2022
***Document Attached***
I have been in email contact with Google and they are refuse to understand the issue or remedy it. I am attaching an email string showing their disconnect.
See Attachment/File: Gmail - Your Google Support Inquiry_ Case ID *******************
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 ***********************************************************************************************************

Regards,
BBB Core Team
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.
Google Pay must have recently changed their terms of service policy as of now they require an image of my government ID. Since this change, goolge has suspended my google pay account. I do not wish to share my ID with google. It was not asked for when opening the account back in 2020, otherwise I would not have opened the account. And even though I do not agree with their new terms, they will not refund my money I have put on the account. I have asked two of their customer service through chat, among other questions, to show me where in the TOS at the time I opened the account that I would be required to give them my ID and where does it state that if I do not agree to their new TOS, that I cant get my money and sever ties with google pay. I was given no direct answer to those, or many of my other, questions. I was told they do not give refunds. But if I am not mistake, if I had a bank or credit card on the account, I could transfer the funds to one of those. So what is the difference in that and sending me a check to my address on the account. Its like they make up rules as they go along. Reel you in. Change the rules to something questionable to many. Then use that to basically steal from a person. No one else has ever needed an image of my ID. I don't know why google thinks they should have it. Google is already intrusive too much.
Business Response
Date: 08/26/2022
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 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, 2022/07/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already reached out, before making this complaint, in a chat with two people. One was with the Google Pay Team. Both refused to comply with Googles own TOS.
From Googles TOS;
"If we suspend your Google Pay or Google account, we will provide any held funds to you to the extent permitted by law".
Google suspended my Google Pay account. Google needs to return my funds I put in the account. Google can look through Chat transcript for case:**************** and see where these two individuals refused, going against Googles own policy.

Business Response /* (4000, 9, 2022/08/05) */
Hi,

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,
Bhargav
BBB Core Team

Business Response /* (-10, 10, 2022/08/12) */
Google is more than happy to assist the user. In order to better help with a refund we will need more information such as an order/case number. We recommend they go through the proper channels of Google Play support. please refer to the Help Center.
https://support.google.com/
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 an international Google AdSense Publisher account in my name, but when I relocated back to the U.S. I forgot to put my wife name as the new payee for Google AdSense payments. Thus, I was issued a Western Union payment on November 21, 2021, in my name. Since I was no longer in the Philippines, I could not claim this payment. I contacted Western Union and was told that the payment cannot be returned to my Google AdSense account until the sender (Google LLC) requested a refund. However, Google AdSense does not have a support system with "human" customer service representatives which makes it impossible to ask Google AdSense to request a refund. Thus, Western Union has been holding my money hostage for nearly seven months and there are numerous other publishers in my exact situation.
Business Response
Date: 09/07/2022
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 ********************************************
Regards,
BBB Core Team

Consumer Response /* (3000, 7, 2022/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business has put my account on hold and has informed me that the funds will be credited back to my account in FOUR months!

Business Response /* (4000, 9, 2022/08/05) */
Hi,

I apologize for the confusion in this situation. For our team to better investigate this issue, we require the following information:
What date was your payment held by WU?
When was the last time you received a payment from WU?

Consumer Response /* (4200, 11, 2022/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Western Union has been holding my payment for my AdSense Philippines account since November 21, 2021 (nine months) because the payment was issued to **************, who relocated to the USA. I changed the payee name to my wife (***********) nine months ago and have received three payments with the last one on June 21, 2022. I contacted Western Union in December, 2021, and was informed that only the payment sender (Google) could change the payee name or request a refund. It is also impossible to talk with a "live" customer rep in regards to Google AdSense payments.

Business Response /* (4000, 13, 2022/09/02) */
Hello,
Thank you for your response and additional information.

To confirm I am understanding the issue correctly:
1)You have moved and changed your account information to the USA.
2)You changed the Payee name on the old account to your wife's name
3)Since the check is in your name and not your wife's name you are unable to get the payment from Western Union although that payment account is in your wife's name.
4)Ultimately you need a refund to be initiated in order to receive your payment from Western Union

If this is correct please respond with the following (Please keep in mind the BBB will blank out any information like your email address or Publisher ID and it should not be viewable to the public) :
1)Your account ID
2)The publisher ID of the account in question

If you prefer not sharing this information, can you confirm that the account is linked to the email you wrote in with (******************* ).

Once this information is confirmed, I will escalate this issue internally since it has been 6 months and that Western Union payment had been made.

Western Union will stop supporting AdSense, AdMob, and Ad Manager payments starting Aug 31, 2022 and we recommend changing your payment method for future payments. For more information you can refer to this link : ***************************************************************************

For future questions or requests please contact us through the help center using this link (https://support.google.com/adsense/gethelp) or refer to the AdSense/ AdMob community for questions.

Thank you,
AdSense Support

Consumer Response /* (2000, 15, 2022/09/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My account information remains in the Philippines. My wife's name (***********) is the payee on the account. However, I need a refund for the Nov. 2021 payment that was issued in my name (**************).

Customer ID: ***********
Publisher ID: ********************

The account is linked to the email address: *******************
Initial Complaint
Date:07/11/2022
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 no longer have the phone or number associated with my google account and the recovery email sends it to the email im locked out of. Essentially every method of recovery isn't available through their system. I reached out many many times i have proof its my account. I have the credit cards in the google wallet, I have spectrum Bills to show the recovery number and device belonged to me, I can show bank statements matching my google purchases and mountains of other proof that could be easily verified. I basically was told they cant verify my account manually, I have to do it through an automated system every 2-3 hours most users gain access. I have been at this for 2 weeks I need real help not links to web pages and best wishes
Business Response
Date: 07/28/2022
Business Response /* (1000, 5, 2022/07/12) */
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://********************
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 Account Recovery issues, we recommend checking 'Tips to complete Account Recovery steps' (https://******************************************) for help.
If your account is disabled please go to this page: https://**********************************************

Regards,
BBB Core Team

Consumer Response /* (3000, 7, 2022/07/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have had quite a few but this was the most recent. Your Google Support Inquiry: Case ID
*************** I provided photos of My spectrum account with both the device and the number, and the email emails to itself.i can also provide the credit cards used and billing address. If they want to contact me directly at ******************** I can also attach any additional information required to prove its me.

Business Response /* (4000, 9, 2022/07/26) */
Hello,

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

https://******************************************

Regards,
The Google Team.

Consumer Response /* (2000, 13, 2022/07/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I solved it myself. Google needs to work on their customer service I find it hard to believe they can't access accounts when you're able to provide everything showing its you.
Initial Complaint
Date:07/11/2022
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.
Pink Elephant Powerwash has been in business for over 15 years and we have always received notifications and emails through our Google Business Profile and all of the sudden in January 2022 customers said they could no longer find us. We looked into it and are no longer listed with Google Business. We have made several attempts to contact Google by email and have never received a reply. When we have called the wait was over 90 minutes just to talk to someone who said she couldn't help and had no way to forward or research our information at all. In fact, she claimed her only job duty was to redirected us to the Google Support website which then tells us to then call or email for support. On top of that when you google Pink Elephant Powerwash our website no longer comes up at all. Just our Facebook page and other competitors in our area. No one contacted us from Google to let us know there was a problem or question the validity of our business which could have easily been verified through any state or federal website. Our logo is trademarked and we have a retail sales license like any other brick and mortar store would have.
Business Response
Date: 08/12/2022
Business Response /* (1000, 5, 2022/07/12) */
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: ************************************************************ Please remember to provide the email that owns or manages the GMB page

Regards,
BBB Core Team

Consumer Response /* (3000, 7, 2022/07/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Pink Elephant Powerwash has been in business for over 15 years and we have always received notifications and emails through our Google Business Profile and all of the sudden in January 2022 customers said they could no longer find us. We looked into it and are no longer listed with Google Business. We have made several attempts to contact Google by email and have never received a reply. When we have called the wait was over 90 minutes just to talk to someone who said she couldn't help and had no way to forward or research our information at all. In fact, she claimed her only job duty was to redirected us to the Google Support website which then tells us to then call or email for support. On top of that when you google Pink Elephant Powerwash our website no longer comes up at all. Just our Facebook page and other competitors in our area. No one contacted us from Google to let us know there was a problem or question the validity of our business which could have easily been verified through any state or federal website. Our logo is trademarked and we have a retail sales license like any other brick and mortar store would have.

The company gave me no response so I just re-wrote my original complaint. Again they just another link. No resolution.

Business Response /* (4000, 10, 2022/07/26) */
Hi,

After looking into this further, we see that your business was suspended for violating policy on January 16th. It looks like someone requested a reinstatement on July 22nd. The issue is now resolved as the listing is live on maps here:

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

If your listing gets suspended an email is sent to the primary owner of the listing. You might have missed the email but we have automated emails that inform the merchant when the listing gets suspended.

Given that the issue is resolved, BBB team, you can close this ticket unless the merchant has any additional issues with his account.

Thanks again for bringing this to our attention.

Kindest regards,

The Google Business Profile Support Team
Initial Complaint
Date:07/11/2022
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 upgraded my google pixel phone from a pixel 3 to a pixel 6 pro recently - I also use the google fi phone service. Initially the phone/service seemed to be okay - however - very quickly i realized I could not stay connected on calls outside of wifi. I opened a ticket with google and went through a lot of troubleshooting with them and have been waiting for 3 weeks now to get a response. Since then my phone has completely deactived from the google fi service and I cannot make ANY phone calls from the phone at all - even on wifi. When I contacted their customer service to get a refund or get a new phone their response is for me to "be patient and wait". I demanded a refund from them and i was hung up on by their customer service rep ******** I have the full transcript of that call. I want a new phone AND a refund on my account for services that cannot be used. I want to not have to panic when my car breaks down with 3 kids in it in the middle of summer and not being able to contact anyone.
Business Response
Date: 07/12/2022
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

Regards,
BBB Core Team
Customer Answer
Date: 07/18/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Tickets I have had opened or is open:
2-2327000032918
7-0822000032480

My most recent response is that the carrier says I do not have good coverage in my area. I have had the same carrier (google fi) for the last 6ish years. I upgraded my pixel 3 - which had NO issues on the network with calls - to a pixel 6 pro when google decided NOT to provide any further security updates to the pixel 3. Since having my pixel 6 pro i have not had the level of connectivity i had with my previous version of the phone. Either there is a hardware issue or a software issue specifically with this Pixel 6 Pro. This issue is also widely talked about in many spaces specifically with pixel 6 pro - so much so that google indicated they were putting out fixes for this - however - it's not fixing the issue for everyone.

I would like either a phone that works as good as the pixel or I want a continued refund of service on my account until the connectivity is returned to at least the state it was with the pixel 3.
Business Response
Date: 07/26/2022
Hi,

Thank you for bringing this issue to our attention. I will reach out to the customer in Case *************** and keep you updated here. I will close the loop when we come to a resolution.

Regards,
Meet
Initial Complaint
Date:07/11/2022
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.
On May 20th, Google Fiber installed fiber optic cables by digging trenches along sidewalks/roads in my neighborhood. In my yard, they veered one third of the way up into my property - without permission! - causing much damage to my yard and water lines. I was advised by Google customer service to get repairs and submit pics and invoices for immediate reimbursement. 2 months have gone by and Google refuses to acknowledge anything. They owe me
Business Response
Date: 09/26/2022
Business Response /* (1000, 5, 2022/07/12) */
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 ********************************************************************************************************************************
Thanks,
BBB Core Team

Consumer Response /* (3000, 7, 2022/07/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Google's response is AI, or automated response, about their product and services. They damaged my property and owe me compensation for water loss and repairs. And they will not even speak with me or take my calls

Business Response /* (4000, 9, 2022/08/01) */
Hello,

Thank you for your response to this issue & for the additional feedback. We apologize for the time it has taken to follow-up with you. Your concerns have been discussed with our Construction Experience Team and they will be getting in touch with you shortly. If you have any additional details or documentation that you need to share (such as photographs of the affected areas) we encourage you to fill out this form.

Thank you,

The Google Fiber Team

Consumer Response /* (4200, 11, 2022/08/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Offensively obtuse response.
It's clear that Google is so large they feel beyond any reproach and above the law. They have no intention of compensating me for the damage they did to my property.

Business Response /* (4000, 15, 2022/09/06) */
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
Initial Complaint
Date:07/11/2022
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.
False advertising.

Google advertising a video that's English but it's French. I purchased a english movie for 26$ but when i went to watch it it was all french. No options for English at all. This was brought to their attention and they said no refund.

It's against the law for a company to operate like this, I am surprised and disappointed in googles criminal actions.

We need to stop this billion dollar company from hurting more Canadians like this.
Business Response
Date: 08/09/2022
Business Response /* (1000, 10, 2022/07/13) */
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 can further investigate.

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

Best,
******
Google Support Team

Consumer Response /* (3000, 12, 2022/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not expect that they will do nothing about advertising a movie incorrectly stating it has engilish option but does not. I reached out to google 15 min after purchasing the movie telling Google the movie is not working, no English options. They told me then they would do nothing. They say again they will do nothing.

It is criminal to advertise something that is not true to fool people into purchases and the fact theu don't allow any return of unwatchable movie shows they know what they are doing and that is ripping off Canadians. I believe this should go to Court and Google should be charged to the full extent of the law.

Business Response /* (4000, 14, 2022/07/28) */
Google has further reviewed your case and understand you intended to purchase a movie with English audio. Google has processed a refund of CA$26.24 for order ************************, Docteur Strange dans le multivers de la folie.

If you continue to experience any other issues, please contact Google Play support.

Consumer Response /* (2000, 16, 2022/08/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I hacked the did reimburse me and took back the french movie. I wish they did this when I asked the on July 17th. Thank you so much BBB for helping canadians not get ripped off. Good work you do for the public ïï¿½ï¿½ ïï¿½ï¿½ ïï¿½ï¿½

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