Complaints

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

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• 

  Google, LLC

  1600 Amphitheatre Pkwy Mountain View, CA 94043-1351

• 

  Google, LLC

  3400 Hillview Ave Palo Alto, CA 94304-1346

• 

  Google, LLC

  1600 Amphitheater Parkway Mountain View, CA 94043

• 

  DoubleClick Inc.

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

• 

  DoubleClick Inc.

  450 West 33rd Street New York, NY 10001

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint regarding the termination of my ******* account by **********************/*******, citing alleged violations of policies on spam, deceptive practices, and scams. I strongly contest this and believe the action was unjust and unsupported by evidence.For over seven years, I consistently created original, non-commercial content aimed at helping others. Most of my videos were tutorials on solving computer issues. My content was genuine, educational, and well-received, with over 500 subscribers and several hundred thousand views. I never used spam tactics, artificial engagement, or unsolicited messages, and always followed *******s Community ************* addition to tutorials, I uploaded short satirical videos commenting on current political events. I suspect these may have led to targeted false-flagging by users who disagreed with my views. Yet ******* provided no warning or explanation about which content supposedly violated their rules. My appeal was rejected without any details, and the process lacked transparency.*******s vague communication left me unable to understand what I did wrong or defend myself. Worse, I was not given a chance to back up my content before the termination. As a result, I lost over seven years of videos and workerased without recourse or meaningful explanation.I have never promoted scams, deceptive practices, or get rich quick schemes. My titles, thumbnails, and descriptions were always accurate and honest. I created content to inform, help, and occasionally entertain a modest but appreciative audience.All I ask is a fair review of my account, considering my long-standing positive history and the possibility that the takedown resulted from bad-faith reporting, not actual violations. At minimum, I should be provided with a specific explanation and a way to recover my data.I respectfully urge the Better Business Bureau to advocate for fair, transparent practices from *******/Google.@vthoughtproject

  Business Response

  Date: 05/27/2025

  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 ******* team directly about a paid membership or purchase, please contact us via this page: *******************************************youtube/gethelp
  
  Thanks,
  BBB Core Team

• Initial Complaint

  Date:05/26/2025

  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.

  After paying the $25 to publish my app on Google Play Console. They rejected my identity documents (License and bank statement) for no apparent reason. I have appealed their decision but they refused to give me a reason why my documents were rejected and how to potentially fix the issue. Every time I contact them, I get what seems like automated responses that do not answer my specific questions.

  Business Response

  Date: 05/27/2025

  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/gethelp
  
  Thanks,
  BBB Core Team

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23379949
  
  Here is the case number: 3-2606000038356

  I have contacted them before using that link and they've NEVER told me why they couldn't verify my account and what I could do to verify it. 

  Every time I reached out to them using the link  with a very specific question, I always get a seemingly automated response.
  
  Sincerely,
  
  ******* ***

  Business Response

  Date: 06/03/2025

  Hi,
  We have thoroughly 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 ASAP.
  Heres what we need:
  
  Developer ID of the account
  Transaction ID for your developer registration fee
  Developer name
  
  Any other information that could help us to investigate this case.
  Once we receive this information, we should be able to assist you further.
  Regards,
  BBB Core Team
  
  

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23379949
  
  I am rejecting this response because: Google Play Console still cannot tell me why my documents have not been verified despite being legitimate. I have contacted them five times and I get what seems like robotic responses. I am highly dissatisfied.
  
  Sincerely,
  
  ******* ***

• Initial Complaint

  Date:05/26/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I run a takeout restaurant and my google business page has been claimed by another user that is not connected with the business. I have reached out to support in trying to gain access back to my page but they are refusing to help. I am willing to provide all the necessary information to prove that I am associated with the business but google support is unwilling to accept it. I just want to have them provide me a solution in which that I am able to prove that I am associated with the business so I can regain access to my business page.

  Business Response

  Date: 05/27/2025

  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 My Business team directly, please contact here: *******************************************business/gethelp. Please remember to provide the email that owns or manages the *** page
  
  Thanks,
  BBB Core Team

• Initial Complaint

  Date:05/26/2025

  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.

  Purchased a device with a $250 promotion for a transfered number to account. After many attempts to transfer a phone number to account and phone calls with Google fi support number could not be transfered. Was given a new number and told that I would retain the $250 credit. Now 30 days later they have revoked the credit and charged me $250 since a new number has not been transfered in to the account.

  Business Response

  Date: 05/27/2025

  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,
  BBB Core Team

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23378894
  
  I am rejecting this response because: I have reached out many times to Google Fi attempting to resolve this issue.
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 06/04/2025

  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 # 3-6311000039068.
  
  We ask that the BBB close this complaint as we have been working with the user towards a resolution.

• Initial Complaint

  Date:05/25/2025

  Type:Delivery 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.

  Date of incident 5/24/2025 I wanted to download videos from you tube to my computer for my personal use but you tube said I had to be a premium member in order to do so I signed up. When I tried to download a video all ******* did was put the video in another folder on ******* but I still had to be online and on ******* to do so. I paid ***** for nothing.

  Business Response

  Date: 05/27/2025

  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 ******* team directly about a paid membership or purchase, please contact us via this page: *******************************************youtube/gethelp
  
  Thanks,
  BBB Core Team

• Initial Complaint

  Date:05/25/2025

  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.

  Google Fiber failed to complete a proper service transfer, resulting in a preventable service outage and hours of customer-led troubleshooting. Their support team delayed escalation, failed to proactively replace outdated equipment, and offered inadequate compensation for time and service lost.---Complaint Details:I transferred my Google ************* within the same apartment complex. Although the address on my account was correct, I was unable to get connected. My router and Fiber **** showed no signal, and the Google Fiber app reported that service had not been activated.I worked with multiple agents to troubleshoot the issue. I eventually provided the previous tenants account information to help the support team identify the correct Fiber ****, and I personally guided them through provisioning logic they should have been trained on.Eventually, an agent acknowledged that the Fiber **** in my unit was too old to be re-provisioned information that should have been flagged during the service transfer, not discovered through hours of customer effort.I was offered only four days of service credit, which does not reasonably reflect the time I lost or the labor I provided to resolve a problem caused entirely by Google Fibers internal process failure. I had to repeatedly request escalation and was only granted a supervisor callback after persistent insistence.When I politely requested a summary for the supervisor to ensure the issue was properly documented, the agent abruptly ended the chat.I have screenshots of the transcript available. Resolution Sought:A credit that reflects both the multi-day service outage and the time and effort I spent troubleshooting and escalating the issue.Acknowledgment that this was a failure of service transfer and equipment provisioning, not a customer error.Internal review of ********************** Fibers move-in process and support protocols to ensure customers are not forced to self-escalate valid technical failures.

  Business Response

  Date: 05/27/2025

  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 Fiber team directly, please contact here: *******************************************fiber/answer/2457687
  
  Thanks,
  BBB Core Team

• Initial Complaint

  Date:05/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to report concerns about ******* channels "F donuts and "Sin City Finny" that are allegedly promoting bullying behavior and exploiting gang-related issues in the ********* community for financial gain. These channels appear to be targeting individuals and groups, creating a hostile environment that extends beyond the platform.The content on these channels seems to:- Promote harassment and bullying - Monetize gang-related issues, potentially inciting violence - Create a toxic atmosphere for viewers and targeted individuals I would suggest banning these channels and investigating these channels.

  Business Response

  Date: 05/27/2025

  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 ******* team directly about a paid membership or purchase, please contact us via this page: *******************************************youtube/gethelp
  
  Thanks,
  BBB Core Team

• Initial Complaint

  Date:05/24/2025

  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.

  A request for a short extension on my phone bill payment. This request was made during a time of particular vulnerability, as I am currently navigating a new and serious disability that has significantly impacted my finances and daily life.When I reached out to Google Fi support, I clearly explained that I needed a seven-day extension in order to bridge the gap until my next disability payment. I emphasized that my phone is essential for upcoming medical appointments and health-related coordination. Unfortunately, despite spending nearly an hour speaking with two representatives and patiently waiting while they consulted with specialist teams, I was ultimately denied this extension based on an internal policy that limits the number of ***** periods a customer can receive within a rolling year. What was painful was not simply the denial itself, but the impersonal and rigid nature of the process. I was left feeling that my circumstances which I tried to explain clearly and respectfully were irrelevant to the decision. I understand that companies have policies in place, but I believe it should include the capacity for empathy and discretion, when dealing with medically vulnerable individuals.I have needed help in the past; in fact, I have always worked to resolve any payment issues as quickly as possible. The latest request was made with the understanding that life can present unpredictable challenges, especially for those dealing with chronic illness or disability. No support, I felt as though I was being punished for needing help more than once. What added to the frustration was the performative nature of the support interaction. After asking me to wait several times while they checked with specialists, the ultimate difference came down to a simple policy point that I had received three extensions instead of two. It left me wondering why I was asked to spend so much time on a conversation that never had any chance of ending in a compassionate resolution.

  Business Response

  Date: 05/28/2025

  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:05/24/2025

  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 took over Fitbit Now my Fitbit no longer reports I did the requested still doesnt report Google broke it google should fix it!

  Business Response

  Date: 05/28/2025

  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:05/24/2025

  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 want to cancel my subscription (********** pass) purchase via QR code on *******. The instructions to cancel keep taking me in circles. You can contact ******* by phone and the chat is not helpful. I have been trying to cancel for the past two months. I feel ******* purposely makes it impossible to cancel to keep collecting money from customers.

  Business Response

  Date: 05/24/2025

  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 ******* team directly about a paid membership or purchase, please contact us via this page: *******************************************youtube/gethelp
  
  Thanks,
  BBB Core Team