Complaints

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

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• 

  Google, LLC

  1600 Amphitheatre Pkwy Mountain View, CA 94043-1351

• 

  Google, LLC

  600 - 10 Dundas St. E Toronto, ON M5B 2G9

• 

  Zagat

  76 Ninth Ave, 4th Floor New York, NY 10011-5225

• 

  Google

  85 10th Avenue New York, NY 10011

• 

  Google, Incorporated

  1101 New York Ave NW Ste 200 Washington, DC 20005-4295

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:07/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Google Play account is under ******************
  
  I canceled the "Calm" app subscription during the trial period. I stopped using the Calm app during the trial period and deleted the app from my Pixel phone. Yet I was still charged a $79.99 yearly subscription on 6/29/22.
  
  On 7/11/22, I noticed the charge on my credit card and requested a call from Google. I was on the phone with a Google Play representative, *********, from 2:40pm to 2:55pm PST on 7/11/22. During our call, I mentioned that the Calm membership was already canceled but I was still charged $79.99. The representative agreed to seek a refund of $79.99. I am still waiting for this refund.
  
  The representative also canceled my "Coffee Meets Bagel" subscription without my permission or request. She acknowledge that she had made a mistake and informed me that I would have to re-subscribe on my own initiative.
  
  It is unfortunate that Google representatives modify member subscriptions without member request or permission. I cannot re-subscribe to "Coffee Meets Bagel" at the promotional rate which I was subscribed to. The regular rate is $119.99, not the $71.99 rate I was subscribed at. This is a difference of $48 over the 6-month subscription period.
  
  I request that Google re-activate my $71.99 "Coffee Meets Bagel" subscription which the Google representative canceled without my permission. If this cannot be done, I request a $96 refund or credit, which would cover my losses to re-subscribe for one year under the non-promotional rate.
  

  Business Response

  Date: 07/19/2022

  Business Response /* (1000, 5, 2022/07/19) */
  Hi,
  
  We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at https://support.google.com/
  
  If the customer has already reached out through Google Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.
  
  For refund requests please contact us here: https://support.google.com/googleplay/answer/2479637?hl=en
  Or for information on reporting Gift Card Scams or other abuse, please visit this page:
  https://support.google.com/googleplay/answer/9057338?hl=en
  
  Regards,
  BBB Core Team
  
  
  Consumer Response /* (3000, 7, 2022/07/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  My case ID is****************
  
  
  Business Response /* (4000, 9, 2022/08/05) */
  Google is more than happy to help in your case. Please provide us with more information in order to best assist you such as an order id or case number.
  
  
  Consumer Response /* (4200, 11, 2022/08/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have already reached out to Google and received no response. Previously, Google asked for my case ID, which I provided. However, Google has not responded in more depth.
  
  Consumer Response /* (3000, 17, 2022/09/07) */
  My case ID is 0-*************
  
  
  Business Response /* (4000, 19, 2022/09/21) */
  Google is more than happy to help in your case. Please provide us with more information in order to best assist you such as the email associated with the google gift card. Feel free to reach out to support. https://support.google.com/googleplay
  
  
  Consumer Response /* (4200, 21, 2022/09/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have already provided the email which is associated with the referenced gift card: ******************
  
  I have also contacted Google support (under case ID is 0-*************) but didn't receive any response. That is why I filed this complaint.
  
  It is clear that Google sent a generic response on 9/23 and is not helping with my complaint.
  
  As you can see, this case is far from being resolved. We need Google to read and answer my complaint instead of wasting more time sending generic responses.
  
  
  Business Response /* (4000, 23, 2022/09/30) */
  Emailed customer. Waiting on more information to proceed
  
  
  Consumer Response /* (4200, 25, 2022/10/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Google emailed me about something unrelated to this BBB case. Since Google cannot comprehend my original complaint, let me summarize:
  
  Google's phone representative accidentally canceled my promotional subscription to the app: Coffee Meets Bagel. I request either Google:
  
  - Reactivate the canceled subscription at the $71.99 per 6 months rate that I was enrolled in.
  
  OR
  
  - Provide a $96 credit to cover my losses to resubscribe for one year at the non-promotional rate.
  
  I have attached a screenshot of the payment method that was charged for my Coffee Meets Bagel subscription. Note that the confirmation says that my subscription would auto-renew at the promotional rate. Google's representative took away this benefit when they accidentally canceled my Coffee Meets Bagel subscription after I requested cancelling my Calm subscription.
  
  
  Business Response /* (4000, 27, 2022/10/26) */
  Google has reviewed your request. Unfortunately, we cannot reactivate the promotional rate for a third party app. We recommend you reach out to the developer.

• 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.

  It has been over 2 months of problems with google ads. I was using the google ads specialist, (So they are so called.) Thats when the problems started. I called the number and was connected with an ad specialist. They had me create an account and there was a promotion of matching 500 dollars spent. It seems that's all the ad specialist care about. I assume they get a bonus. As soon as a rep from google sets my account up. it immediately got suspended. Oddly we got disconnected.
  
  I called back and got a different rep. He had me start another account and add another credit card to list on the account. After going thru the set up a second time with an ad specialist. Account gets suspended again. 2 more reps later. 2 more credit cards later. 2 more suspension later. The fifth ad specialist then told me I can't get the promotion due to already applied for it. Oddly it seems when the rep found that out. We got disconnected. Google must have bad phone line connections. I then proceed to research the problem myself. I found out that having multiple adds can lead to suspension. Thank you google ads specialist's 4 reps, 4 credit cards and four accounts later. SUSPENDED.
  
  I then called google ads to ask why they had me create accounts. Disconnected, I then proceed to try to contact google other than the Ads dept. I have never been in such a circle in my life. All the support links are chained in one big circle. Funny thing is, google makes it look like you can contact someone. But Jokes on you. You will never get to a person.
  
  Even the number they list on this page goes to a recording. I have decided to take a break from the frustration. I went to pay the balance I owed one the 1 to 2 days the ads ran. I get a pop-up box saying I'm not admin of the account, I cannot make a payment to close out the account. My biggest worry is fraud on my account. These so called google ad specialist have 4 of my credit cards. Every attempt to contact google has failed. Even trying to pay.
  

  Business Response

  Date: 08/24/2022

  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 Ads team directly, please contact us via this page: https://support.google.com/google-ads/?hl=en#topic=9803759
  
  Regards,
  BBB Core Team
  
  
  Consumer Response /* (3000, 7, 2022/07/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The reply and links provided do not help. I am asking how to pay my balance and why I have not heard from the appeal that was entered June 30th. It has been eighteen days since the appeal. It states 5 days to reply. I have not heard from anyone. I will ask again. How do I pay my balance that is owed. I am in concern of a late report on my credit. 2nd Question is, When am I going to hear from my appeal. If I can get a response that can help with these 2 problems. I would be glad to close this. But for now. I request contact on the 2 questions I have ask.
  
  
  Business Response /* (4000, 10, 2022/07/29) */
  Hi *****,
  
  My name is *****, from the Ads Escalations team. I'm sorry to hear about the trouble you've had.
  
  I've investigated your concern, and I can confirm that you currently have 1 Ads account only, ending in ****. However, you did have a total of 6 accounts previously. Out of the 6 accounts, 3 are cancelled and do not have a payment method. 2 accounts were never fully created.
  
  Hence, please be assured, only the account ending in **** is your primary Ads account with advertising activity and a payment method.
  
  That said, I do see that this account is currently suspended and for this, I'd suggest filing an appeal to get it reviewed by the appropriate team: *************************************************************************************
  Best,
  The Google Ads Team
  
  
  Consumer Response /* (4200, 12, 2022/08/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  *****,
  Thank you for the response. If you read my first post. The accounts were created by your google ads specialist. I will recap. I tried to use the service the first time on my own. I decided to call and get assistance by your specialists. They had me create a new account, not once but a few times as you have mentioned above. All they were trying to do was get the 500-hundred-dollar promotion. I was all for it. But I did not know this would cause all the problems. I find it hard to believe your ad specialists did not know this would create problems for me. Your reps had me open the accounts. After reading what could be the reasons of suspension. I deleted all accounts except one. The one that is still active now. I have sent the appeal in and advised I deleted all the extra accounts. Not knowing for sure if that was the problem. I then sent an appeal ((((Your appeal filed on Jun 30, 2022 is being reviewed. You can expect a response within 5 business days, though sometimes it can take a bit longer.)))) I have not received any responses from the appeal or assistance other than this BBB complaint that are not copy and paste answers. I also have on many attempts by email and stated on this complaint to find out how to pay my balance for the services provided in June.
  
  I will double check to verify that I have only one account under ****. I have already done this but will do so again and I will update the appeal. I also still need information on how to pay the balance for JUNE.
  
  
  Consumer Response /* (-5, 13, 2022/08/08) */
  *****,
  
  I would like to thank you for helping with this situation. You are the first person that has offered information that helps.
  
  I sent in an appeal as you suggested. Following is the reply I received,
  
  ((('Thanks for reaching out. Our team has found some suspicious behaviour in the payment activity of your Google Ads accounts. We've temporarily suspended your Google Ads accounts to help stop any unauthorized activity.
  
  To get your ads up and running again, we suggest that you:
  
  Read up on our Terms and Conditions and our advertising policies to make sure you understand all requirements.
  After you've made the changes needed to fix the policy violation, you can appeal the suspension here. A specialist will be assigned to your case, and you will receive a response within 3-5 business days but sometimes it can take longer.
  If you think we've flagged your account in error, you should still submit an appeal explaining why.
  Thanks,
  The Google Ads team
  
  NB: If you need to reference this support ticket in the future, the ID number is****************")))))
  
  You stated in your past reply that my account is suspended cause of too many accounts and I have only one active now. I find this very frustrating and unfair. I created one in the beginning and was not sure if I was doing it right. I had questions, so I called and ask for the ad specialist for help. The google ads specialists had me create a new account. After failed attempts. He said he would check into it and call me back the next day. He never called back. A day later I called again and got a new add specialist. He had me start over again and create a new account. I'm sure the records would show if researched, that the accounts were created at the same time I was with the google ads specialists. You stated in the past reply I have only one account and to appeal. I did and received the response stated above. I also ask them to provide how I pay the balance from June. It seems every time I ask how to make a payment. It gets overlooked and never answered.
  
  I have read that if you have a past due balance, it can also get the account suspended for suspicious activity. Could this be the reason why it is still suspended? Due to the balance owed for service for the month of JUNE? If so. I could use information on how to make a payment. I'm on the automatic monthly payment. In my ads account it says no monthly payment due. I tried to do a manual payment, but it will not let me. I believe due to the account being new or its not offered in the US.
  
  Could you please check into my balance owed from June to see if that is the problem? And any information on how I pay the past balance would be greatly appreciated. I am concerned, it will soon fall 60 days late.
  
  Any help would be greatly appreciated.
  
  Thank you
  
  *****

• 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:07/10/2022

  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.

  Once in a blue moon Google will have me verify my account. Maybe it would be okay if it was only once but when I have to do this every day when nothing has changed it is BS.What is the problem? This is on the verge of being harassment and I am going to be talking with my attorney to see if there is anything I can legally do.There is not reason for the c*** unless it is just being nosy and sticking you nose into people's lives you have not business doing. If nothing has changed, as in my case, I shouldn't have to deal with any of this!!!Pull your heads out!

  Business Response

  Date: 07/19/2022

  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 *******************************************
  
  We have fully reviewed your complaint and are unable to determine the specific product that you are experiencing issues with. We are willing to assist you further, however we would need more information to route your case to the appropriate team so that they can look into this as soon as possible.
  
  Here's what we need:
  
  1. What is the product that you are experiencing issues with? (ex: Play, Google Pay, Gmail, etc.)
  2. Any previous case ID that you could provide?
  3. Any other information that could help us investigate this case.
  
  Once we receive this information, we should be able to assist you further.
  
  Best,
  ******
  Google Support Team

• Initial Complaint

  Date:07/10/2022

  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.

  A few weeks ago I heard about a special promotion in regards to Google Fi's phone plan. If you move over from another carrier you get $500 off a phone so I told my carrier that I will be leaving and switching to google fi. I placed an order for my phone and google cancelled it, claiming that I have to submit a picture of my ID, the credit card I used to purchase as well as my billing statement. I complied and sent them all of this information however my account is still suspended as they claim there is an issue with my billing statement / photo of my card. I do not know what the issue is, I followed the directions perfectly down to the wire but they will not unlock my account! I am extremely worried because we have already cancelled our phone plan and I am not sure that my old carrier will welcome us back with open arms. I have taken numerous photos of my card and ID and ******* but nothing seems to work! Google just does not care! Now it is worth noting that I am now active on google payments as google recently accepted my ID and Credit Card Pictures, but now whenever I try to purchase a phone I get this error. Your transaction can't be completed. To continue this transaction, use a different payment instrument or contact us. Learn more. (OR-HDT-16)Google support is no help. they keeo asking me to check billing and do other stuff but I already have and everything matches up, I also called my credit card company and they said google has not even tried to charge them yet!I am frustrated and fed up. I myself have moved my own personal phone to google fi but the rest of my family is in the dust and is growing frustrated since I already cancelled my old plan. PLEASE HELP!

  Business Response

  Date: 07/11/2022

  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 Google Pay team directly, please contact us via this page: *******************************************googlepay/gethelp
  
  Best,
  ******
  Google Support Team

• Initial Complaint

  Date:07/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is about Google Fi.I ordered 3 ******* Galaxy S22 (two of them were Ultra and one is simple) for members of my plan with $600 off that they offered. Since I wanted to buy it with financing, they ran a hard inquiry on my credit line. The orders were placed on June 14th (orders numbers are GS.3203-9082-6769, GS.3203-8991-7371, GS.3203-8097-4674). However, the day those orders must be delivered, they canceled them without any notice (on June 22nd)!!!! After spending three days calling and chatting with them, they said that there was a system problem and they solved it and asked me to place the orders again! I did it on June 27th (order numbers are GS.3203-8899-4500GS.3203-1666-4578, GS.3203-0297-0470) and the same thing happens again (canceled on June 29th)! I called them every day in the last three weeks, have an email thread with their supervisor and specialty team (over 60 emails- case #7-3394000032669!) and their only help was the problem solved and to go ahead and place the orders again. However, this time, I only see $300 off instead of $600 off since I have activated two other lines. Now, they don't do anything about this case and even not remove the hard inquiry from my credit line. Also, they charged my account for two lines while we have 5 persons in the account and the others cannot activate their account because they don't have any device. 1) I want them to remove the hard inquiry (I explicitly mentioned in the email thread) till the day they send me the phones with exactly the same price as the price ($600 off) that I place the orders in the first place.2) I want to reimburse every ***** that they charged me for their service because my other members are without devices and they are desperate.3) Also, I need the reimbursement for every minute that I wasted talking to their customer service and the mental issues that they caused. I asked for at least 6 months of free service. I am calling and chatted with them more than 20 times.

  Business Response

  Date: 07/11/2022

  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 Google Fi team directly, please contact us via this page: *******************************************fi/gethelp
  
  Best,
  ******
  Google Support Team

  Customer Answer

  Date: 07/18/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They just ask me to contact them. I already contacted them and it seems that they don't want to help (ID: ****************. This is one example and I called them everyday and each of them has different case ID numbers. I simply asked to remove the hard inquiry when they didn't provide any services to me in that regard (e.g., financing). So, if they don't do that, I have to dispute it through my bank and also credit company.

  Business Response

  Date: 08/02/2022

  Hello BBB Team,
  
  We thank the customer for providing us with this information. We see that the customer is currently in contact with one of our agents through case ticket # 7-3394000032669.
  
  We ask that the BBB close this complaint as we have been working with the user towards a resolution.
  
  Thank you,
  The Google Fi Support Team
  

  Customer Answer

  Date: 08/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hi Google Fi Team,
  
  Who said that you are working toward solving these issues? I am asking you my requests and you just said something irrelevant. Even not one person answers me! After an email, somebody else came in middle and repeat all the previous conversations!
  
  If you are helping, it shouldn't be 70 emails in the thread that you mentioned. So, I won't agree to close this until you read my terms and answers to them carefully:
  1. I don't want to buy phones from you anymore because of unwanted cancellation that happened without a notifications! So, I like to remove the hard inquiry that perform on my credit history.
  2. The compensation that I asked for every minute that I spent talking/chatting with you and mental health that you cause.

  Business Response

  Date: 09/01/2022

  Hello BBB Team,
  
  Thank you for bringing this user's issue to our attention. When a customer goes through the purchase flow and applies for financing, we run a hard credit check when they finalize the order. More information on that process can be found here: ***************************************************************************************************************
  We have advised the user that we are not able to remove the hard inquiry from their credit history and recommended that they contact Experian who can assist with removing it.
  
  We have provided the maximum amount of compensation for this issue. As this issue is resolved, we ask that the BBB close this case.
  
  Thank you,
  The Google Fi Support Team
  

  Customer Answer

  Date: 09/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I called Experian multiple times and they told me that they cannot remove it unless Google call them. So, you should call them and ask to remove it.
  
  I know the purchase flow, but why do you cancel the orders without any notice? I agree to run the credit inquiry when I want to finance a phone with you, but you canceled my order two times without any notice. So, there is no agreement here.
  
  The maximum amount of compensation is $20? I got paid $50 a hour. I spent more than 20 hours talking with you. You can do the calculations. I said that I will accept at least 6 month of free services on the Google Fi.

• Initial Complaint

  Date:07/10/2022

  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 5/31/2022, I purchased a Google play card from ********************* for ***** to pay for my ********** subscription. I attempted to load the card and it was not honored my Google. I contacted them via chat, email, and attempted through phone, but I have not got a response to get honored my 70 dollars back. I attempted to go back to ******* to speak with someone regarding the matter because on the internet they said they stop doing cards a year ago.they referred me to ******* corporate with a reference number case number 220602-006865. I have yet to hear back from ******* after they stated they will check into it.

  Business Response

  Date: 07/11/2022

  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 can further investigate.
  
  In regards to ******* Support not following up with your inquiry, we're unable to assist in the matter as we are not affiliated with their support center.
  
  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
  
  Best,
  ******
  Google Support Team

  Customer Answer

  Date: 07/18/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  When I try to do that it gives me the run around that I can not get a refund for my card, I'm not able to request or input my information to begin to ask for a refund. I have petition for a refund from Google on different occasions and on the same day I filed for this complaint. They always send back the same email. Their phones are turned off due to covid staffing. I do not accept their response because they are not honest in their response in trying to issue me a refund.

  Business Response

  Date: 07/27/2022

  We have reviewed the case. 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.
  

  Customer Answer

  Date: 08/01/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Google has not investigated or attempted to do anything regarding the situation. When you go into the store, they are still selling the cards although their website states they are no longer accepting the cards. They are still robbing or scheming hardworking people out of their money. This should be labeled a card fraud.