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.
3,263 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:05/23/2025
Type:Billing 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 use a receipt scanning app named Fetch, where you can collect rewards like a Google gift card by collecting points. I collected enough points for a $50 gift card. The card was issued to me by ***** via a company called Tango.I received the gift card, I was able to redeem the code online through Google's service, and it registered to my account, showing a balance of $50. When I tried to use the balance, it gave an error. I contacted Google, and they told me there were inconsistencies with my account due to the gift card. Google would not elaborate on what these inconsistencies were or how I could resolve them. I can no longer add gift cards to my Google account due to the error. I can not remove the balance from my account and ********************** claims they are unable to as well.During my several discussions with their support team, their team is unable to tell me what the inconsistencies are because they are not told by the technical support team due to privacy issues. The support team is unable to connect me with the technical support team who has the answers, because that is not how their support ******** in short, Google Technical Support has the answers to what these inconsistencies are with my account and how I can resolve them, but there is no way to contact them because that is not how Google's Support Team works.
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.

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: 05/24/2025

Complaint: 23372028

I am rejecting this response because:
As you can see in the included screenshots I have contacted them through their normal methods of communication, and as I've described in the complaint they are unwilling to help me resolve the issue.

Sincerely,

**** ******
Business Response
Date: 06/03/2025
Hi,

Thank you for contacting Google.

We understand the user is experiencing difficulties utilizing their available play balance.

Please note that the utilization and redemption of Google Play balance are governed by specific terms and conditions. For a comprehensive review of these terms, we recommend visiting the following link: **********************************************************

We acknowledge the users request for additional credit; however, we regret to inform them that, at this time, we are unable to grant the extra credit as requested. We apologize for any inconvenience this may cause.

Concerning the core issue of Play balance usage, we have taken immediate action. The reported problem has been escalated to our specialized team for a thorough investigation. The user has been duly notified of this escalation via email, referencing the specific Case ID ***************. Rest assured, we will keep the user informed of our progress and any significant developments in the investigation.

If the customer has any additional information that may help us, please feel free to respond to the email thread.

Thanks,
********

Customer Answer
Date: 06/11/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is mildly satisfactory to me.
I would like to point out that the efforts I've had to go through in order to have this issue resolved. I was unable to use the business own support system to resolve the issue, after making several attempts, that I had to contact the Better Business Bureau in order to reach a resolution that should have been given immediately.

Sincerely,

**** ******
Initial Complaint
Date:05/23/2025
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 have purchased Google play cards on three different occasions that are not redeemable. I keep getting a "we need more information from you" message. From what I've have read online many people seem to be having this same issue. When I send Google all the info about where I bought the card, they never have a resolution. This is a very big problem and someone needs to get Google to fix it or take the Google play cards off the shelves. This is stealing!
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.

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
Initial Complaint
Date:05/23/2025
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.
Contacted google regarding my ***************** Technician proceeded to have me purchase gift cards under the pretense that this is how to get my service restored.Complaint is google is employing criminals who are carrying out fraudulent acts under the guise of assisting consumers who are using you tube services.
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.

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
Initial Complaint
Date:05/23/2025
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 woke up this morning to a ****** notification saying, Google took $5.29 out for their Play Pass, for a renewal when I removed my ****** after the first transaction and somehow they took $5.29 out I just want my refund for what they unlawfully took
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.

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
Initial Complaint
Date:05/23/2025
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.
My company has been using Google Business for many years. We made an update to our address, to reflect our new office location, along with our updated business hours. Google has now taken down our Google Business page, which we rely on greatly. Google is noting that we are banned due to deceptive content, which is inaccurate. All information posted on our Google page is entirely accurate. We have reached out to Google's support team and them keep telling us to submit an appeal, which we cannot do. Additionally, we do not even know what to note in the appeal as our content is completely truthful and accurate. We are not able to speak to anybody or get any support on the issue and it is causing us substantial impact to our business.
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 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
Customer Answer
Date: 05/24/2025

Complaint: 23370632

I am rejecting this response because: I have submitted a submit case to Google under ticket ID *************. Support is telling me to use Google's appeal tool, which I have attempted. However, I am not able to submit a new appeal despite them insisting that I do this. I have provided google all information and continue to have no idea why our business has been suspended.
We desperately need our Google Business page reactivated and are pleading with Google to simply help us figure our the right steps. I have provided our business licenses and proof of our business lease to Google. Please help.

Sincerely,

****** ********
Business Response
Date: 06/04/2025
Hi ******,
Greetings from Google Business Profile Support. We hope you are doing well!

This email is in reference to your inquiry about the business profiles PaySteady"

We would like to apologize for the inconvenience and disruption it has caused. We understand that you want to have the profile reinstated. Upon checking, the profile is now live and reinstated on Google.

Also, here are some highlights about How to make your profile awesome. With this, you could help your business win visibility and have more interactions with your customers.
We wish you well on your business endeavors.

Please let me know if you have any questions.

Sincerely,
The Google Business Profile Support Team
Initial Complaint
Date:05/23/2025
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.
I been making videos on ******* about 30 minutes long but a few days later ******* cuts them short and I dont know why. I tried contacting ******* but never receive reply
Business Response
Date: 05/23/2025
Hi,

We apologize for any frustration the customer may be experiencing because of ********************** 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.

Regards,
*****
The Google Support Team
Initial Complaint
Date:05/23/2025
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.
Im filing a complaint against Google Fi for denying a 50% off promotion due to unclear and confusing policy languagedespite confirming eligibility in writing and acknowledging their own lack of clarity.Before activating my service, I proactively emailed Google Fi support on April 9 to clarify the promotion terms. I explained that I planned to activate a new number with Google Fi in early May, and later port in my real number in July, after my *********** plan ended. I asked if this approach would still qualify for the 50% off promotion. Support explicitly told me it would be eligible as long as I activated within 30 days, which I did. I followed all their guidance.However, weeks later, they denied the discount for one of my lines, saying it wasnt added during the promotion windoweven though I had activated the plan within the required timeframe and disclosed the full plan in advance. They based their denial on an internal system timestamp and unclear language in the policy.When I asked for escalation, their senior team reviewed my case and acknowledged that terms like add a line and activation were not intuitive for new users. They admitted theres a gap in the way the promotion is communicated and even offered a $50 goodwill creditbut still refused to honor the full discount or correct the billing.I acted in good faith, confirmed eligibility beforehand, and should not be penalized due to Google Fis vague definitions. Im asking for fairness.Resolution Requested:Apply the originally promised 50% promotion to the second line
Business Response
Date: 05/23/2025
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: 05/30/2025

Complaint: 23368666

I am rejecting this response because:

Sincerely,

***** ***
Initial Complaint
Date:05/23/2025
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.
Complaint Title:Google Refuses Warranty on Refurbished Pixel Replacement Device Complaint Description:I am filing this complaint regarding Google's unfair warranty practices concerning a refurbished replacement device. I originally purchased a Google Pixel phone in early 2023. When it developed a fault under warranty, Google sent me a refurbished replacement, which I received on or around August 24, ********, less than a year later, this replacement device has issues and Google has denied coverage, stating that the warranty is based solely on the original device's purchase date, not the replacement date. I asked a support representative if that meant they could send me a refurbished unit with only days of warranty left (or one that arrives non-functional), and Id be left with no recourse. I was told: Yes. Thats how it works.This is not a fair or transparent policy. Replacements should come with a minimum warranty (e.g., 90 days or remainder of the original warranty whichever is longer), as is standard across the industry. Googles current policy leaves customers unprotected and suggests that defective replacements are not their responsibility.I have formally escalated this issue with Google but have not received a satisfactory resolution.Desired Resolution:I request that Google honors a full 12-month warranty starting from the date I received the refurbished replacement (August 24, 2024), or at minimum, applies the standard replacement warranty timeframe of 90 days. I would also like Google to review and revise its policy to ensure that future replacement devices are treated fairly and in line with consumer protection *************:Google LLC *************************************************
Business Response
Date: 05/23/2025
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 Pixel team directly, please contact us via this page: *******************************************pixelphone/gethelp

Thanks,
BBB Core Team
Customer Answer
Date: 06/01/2025

Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and while I accept the resolution, I want to make it very clear that this process was unnecessarily difficult, time-consuming, and frustrating.
Google only agreed to replace my defective device after weeks of back-and-forth, being asked for irrelevant and years-old documentation, and after I filed this BBB complaint and posted publicly about my experience. Despite having full access to my replacement history and RMA details, they made me jump through countless hoopsseemingly hoping I wouldnt be able to provide everything they demanded. Fortunately, I had every receipt and detail, and I didnt back down.
The replacement was ultimately issued, but it was presented as a one-time exception, as if I were the problemnot the faulty product or the broken support process. That framing is unacceptable. I did not receive good customer serviceI received a resolution only because I refused to let it go.
So yes, the issue is now resolved, but only because I pushed relentlessly to make it right.
Sincerely,
**** *****
Initial Complaint
Date:05/22/2025
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 am filing this complaint against Google LLC, specifically related to its ******* platform, regarding a pattern of discriminatory comment moderation, selective enforcement of community standards, and failure to address hate speech that violates its own policies.For the past 12 months, I have experienced what I believe to be biased and potentially discriminatory moderation by ******** automated or manual comment review system. Despite posting comments that do not violate *******s published Community Guidelines, my responses are automatically removed or shadowbanned, often within seconds. These removed comments typically challenge or correct hate speech, Holocaust denial, or historical misinformation.Meanwhile, comments that are explicitly antisemitic, contain Holocaust denial, or include derogatory insults such as be silent Jew, are left untouched, even after being reported through official channels. One particular video thread on [insert date or approximate timeframe] involved individuals denying the Holocaust and praising ***** ******. I responded with a factual correction that did not contain profanity, threats, or hate speech yet my comment was removed. When another user responded with a religiously charged insult directed at me, I was unable to reply without immediate deletion by *******s ************, I took screenshots before and after the incident, which show:The original hate-filled comments still visible and unmoderated My fact-based responses being removed A pattern of moderation that silences those speaking out against hate while allowing harmful content to remain These screenshots will be uploaded immediately following this complaint for documentation.
Business Response
Date: 05/23/2025
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
Customer Answer
Date: 05/23/2025

Complaint: 23368366

I am rejecting this response because: this is not a real response from them, more antisemitic videos were even posted this morning from ***** ******. They obviously have no intention to take this seriously.

Sincerely,

****** ******
Business Response
Date: 06/04/2025
Hi ******,
Thanks for raising this to our team. I'm sorry to hear that your comments are being restricted on *******. A Support Specialist from the ******* team will reach out to you in 2448 hours so we can sort this out. We look forward to resolving this case.
Regards,
The ******* Team
Initial Complaint
Date:05/22/2025
Type:Sales and Advertising 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 is looking at peoples inbox and then asking influences to make video with the same keywords. Its how they get away with comparing people. They ask 2 girls that like the google founders and have the opposite make a video
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 *******************************************

Thanks,
BBB Core Team

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Google, LLC is NOT a BBB Accredited Business.