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Business Profile

Internet Services

Google, LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

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

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Google, LLC has 41 locations, listed below.

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    Customer Complaints Summary

    • 8,976 total complaints in the last 3 years.
    • 3,213 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/18/2025

      Type:Product Issues
      Status:
      Resolved
      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 friend purchased me a Google Play giftcard. She sent me the code, I redeemed it, and tried to use it to buy an item in a game. The card worked for one item but not another I tried to buy. I got a pop up that said "Your transaction cannot be completed. To proceed, please submit the required documents by completing this form. We recommend you to not redeem anymore Play Gift Cards on this account until you receive a response from us for your submission. [OR-HDT-01]," so I filled out the mentioned form and received an email saying the company couldn't do anything because there were "inconsistencies in my account." I tried to purchase something again and it worked so I ignored it. Then earlier today, I tried to purchase another item and it gave me the same pop up. I have seen many other people face the same issue as I am currently facing. I have $19 in Google Play credits that I cannot use.- Giftcard was purchased on 4/7/25 (April 7th, 2025)- It was purchased from Amazon - My friend lives in a seperate state I have recieved no clear answer as to why this is happening.

      Business Response

      Date: 04/19/2025

      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: 04/19/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:04/14/2025

      Type:Order Issues
      Status:
      Resolved
      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.
      Faulty Google play cards. I've bought a few Google play cards that haven't worked. And they tell you to contact Google and send screen shots of the card the code and the receipt and the error message. But when you do, **** don't do anything. When you call, it doesn't go anywhere. I'm not even close to the only person this has happened to. I'm not worried about my money coming back necessarily but they need to stop selling these and stop having zero customer assurance. So many people have lost money from buying these cards.

      Business Response

      Date: 04/15/2025

      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: 04/15/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:04/12/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 4/9/25 I received 19 charges to my Google account over a 2 hour timeline totalling $838.32. these charges were for Roblox game. I have had for yrs a 2 step verification on my account for any purchases for me to authorize any charges. My 7 yr old was playing the game and inadvertently made these charges without Google requiring the password. I have attempted since the 10th when it came up on my bank account to resolve this before the charges went through. They are refusing to reverse these charges. I have done everything I know to do but all they say is the charges will not be reimbursed because it doesn't meet their refund status. I feel this is fraudulent activity on their part. I had the verification process on my account to keep this from happening. They ask for the 2 step verification on any other game on their gaming site except for Roblox. I feel this is fraudulent on their part and should not be allowed to continue. I do know that after talking to other parents that I am not the only one this has happened to. I also feel that this action on their part along with Roblox is preditory on their part. I live on $2000 a month and as a result of their actions I will not have any money to even buy food next month.

      Business Response

      Date: 04/12/2025

      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:04/12/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      Unauthorized charges to my bank account when I specifically canceled a subscription the same day. I still had ****** trial days left. Once.the trial period was up Google was not authorized to take *****.from my bank account for that subscription. That's stealing.

      Business Response

      Date: 04/12/2025

      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:04/11/2025

      Type:Billing Issues
      Status:
      Answered
      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 desperate. My account on ******* that I had for almost 20 years has been terminated and I have no reason why. I have appealed with no response. I am begging someone to be able to help me understand what happened. Also, that account is tied to ******* premium that I am being charged for. However since my account was terminated I cannot even watch videos and use the ******* premium service. Someone please help me.

      Business Response

      Date: 04/12/2025

      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:04/11/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 own a Google pixel 4a cell phone which due to a software update provided by Google, the phone has became almost unusable. To deal with this, Google created an appeasement program *******************************************************************************************************************************************************************************************************************************************. I went through the process and selected the option for a $100 Google store discount code which can be spent at the Google store on a new Google pixel phone. I have received the discount code via email. Unfortunately I am now trying to use the discount code but it is not allowing the code to be "stacked" with the current sale offer. This means that I cannot use the $100 dollars offered to me. The sale offer for the Google pixel 9a is universal which means that everyone will receive the same price. My inability to spend my store credit means that I will have received no compensation from Google. My desired outcome is to be able to use my $100 coupon to buy a Google product as was in the terms I agreed to.

      Business Response

      Date: 04/12/2025

      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

    • Initial Complaint

      Date:04/11/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 has old images of my business before it was updated. That was posted by a previous employee. That was not myself.I took ownership of the business account and the photos will not leave.I've done everything in the google has asked with the photos still will not leave

      Business Response

      Date: 04/12/2025

      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:04/10/2025

      Type:Product Issues
      Status:
      Answered
      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 an LGBTQ++ individual living with disabilities and rely on apps from Google Play to help manage my needs. One such app was Therapini. When ********* changed its subscription fee, I did not receive accessible information, causing $61.01 to be debited monthly from my credit card until I discovered the change through my research.I requested a refund, and the Google support representative filed tickets, assuring me a refund after review. This was back in December 2024. Since then, I purchased another app, believing it was a free trial, only to realize later that I had been charged after noticing the debit on my bank account statement. I requested a refund for this purchase as well.Google's "Check status of refund" self-service options, which are not disability-accessible, showed unresolved refund requests. I contacted the BBB for help resolving this. I depend on disability support and struggle to afford rent, groceries, medical supplies, and personal care. This situation creates barriers that make life harder and further inaccessible for me. When I request refunds for inaccessible purchases or overcharges, I expect to be treated with dignity and respect. I want my money backall of itand I refuse to wait any longer for resolution.**Tickets:** - GPA 3390-8347-0979-67638 (Dear Me)- GPA 3355-7638-7276-14820..2 (AI-powered Therapini)- GPA 3355-7638-7276-14820..1 (AI-powered Therapini) - GPA 3355-7638-7276-14820..0 (AI-powered Therapini)**Relevant Laws and Organizations:**- **OHRC:** Failure to accommodate disability needs may violate anti-discrimination laws. - **AODA:** Google's tools not being disability-accessible may contravene accessibility standards. - **CHRC:** Lack of access and possible exploitation conflict with equality principles. - **BBB:** Complaints filed to address unethical practices and resolve disputes. - **Consumer Protection Laws:** Unclear subscription changes and inaccessible refunds breach legal protections for consumers.

      Business Response

      Date: 04/10/2025

      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:04/09/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      hello Google company my name is ***** I wanted you to help me FiX my Google account everything is good there when you go to Google account whwrr your signed your devices there was on session on Linux computer I wanted that session removed if possible & everything else is good

      Business Response

      Date: 04/11/2025

      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.

      We request you to follow the instructions from this article to delete the activity: ***********************************************************************************************************************************************************************************************

      For additional products and information, please contact us at *******************************************

      Thanks,
      BBB Core Team

      Customer Answer

      Date: 04/11/2025

       
      Complaint: 23185042

      I am rejecting this response because:

      Sincerely,

      ***** *****

    • Initial Complaint

      Date:04/09/2025

      Type:Product Issues
      Status:
      Answered
      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 a Small Business Google Workspace account and have had one for quite some time. When I was told by a customer that my ********************** Voice number kept coming up as busy, I checked into it. I was told it was suspended in January. I was told it was because of payment issues but all other Google Workspace charges have been processed just fine. I was not aware that it was cancelled. I'm now told that my number is unavailable due to a cooling off period that will take 90 days. After 90 days it can still be assigned to someone else. I need this number since my business is advertised with this number and all accounts are associated with it.

      Business Response

      Date: 04/11/2025

      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

    Google, LLC is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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