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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

    • 8,983 total complaints in the last 3 years.
    • 3,221 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:04/09/2025

      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.
      I had a breach to my phone so I had to reformat it even though I saved like pictures of things I needed to download and I have my password saved google refuses to let me into my phone! After trying to contact them in numerous different ways there is no solution there's no way to get ahold of them no way to tell them that I am struggling or that I need a different way to log in. Even though I am logged in on multiple devices they insist that I log in on three specific devices none of which I have access to 1 of them I'm trying to log into is one of them that they say I have to receive the message from but they're not sending it to me. When I asked him to send it to my email they do not. I even see that I'm trying to log in on my privacy on my computer but they refuse to use my computer as a long end method. Way to change this or to add more devices nothing... I am locked out of my Device and consequently everything that I sign in through Google which is bills and other places as well. I almost got locked out of my recovery email as well trying to get it to work as I had to change the password to it because of a breach I thought I had on my other email. If Google is going to set up an impenetrable way get into their accounts then they need to also send a override key or something that we can use in case of an emergency! this is devastating me i've not had any way to get in to my stuff they say the solutions are 3 to 5 days out I have an important Social Security meeting and I can't even set up my phone for phone calls as it is a Google Wi-fi calling app! I am so angry with them I cannot believe that they get away with this being as big as they are. Do not even have a way to contact them intentionally

      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.
      ************************************************************************
      For Account Recovery issues, we recommend checking 'Tips to complete Account Recovery steps' (******************************************************************) for help.
      If your account is disabled please go to this page:  *********************************************************************
      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: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.
      Google Gemini is incorrectly giving out our 800 telephone number as ***************. The number or wrong calls coming in daily is disrupting our small business. Amazingly Google Gemini's answer is that sometimes Gemini hallucinates!?Please correct.

      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

    • 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.
      On December 2nd 2024 I purchased a $50 Google Play gift card as part of a Christmas gift for one of my friends. When she tried to redeem it on April 8th 2025 it states "We need more info to redeem your gift card, send us details". I however don't have the receipt and only have a bank statement. I have seen through internet forums that even having the receipts isn't enough to guarantee a refund/rightful collection of funds so I came here to ask for help with that.

      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:04/08/2025

      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.
      I have a subscription with aiwit camera through Google. The doorbell camera stopped within a year of purchase. I bought another device to replace the camera that wasn't working. Now both companies want me to pay for another 6 months subscription for the new device. They can't transfer my account to the new device unless I can get the old device to work. Which makes no sense. I just resubscribed for a 6 month subscription and now I have to buy another one. I would love for the company to just let me use the camera. They can see the broken one has been offline for awhile

      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.

      To get in touch with our Nest team directly, please contact us via this page: *******************************************googlenest/gethelp

      Thanks,
      BBB Core Team

      Customer Answer

      Date: 04/10/2025

       
      Complaint: 23179026

      I am rejecting this response because:

      Sincerely,

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

    • Initial Complaint

      Date:04/08/2025

      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.
      I had ordered a Google Pixel 8A from Google Fi, with a trade-in that was valued at $270. I wouldn't have ordered it if I wasn't getting the trade in. So I ordered the phone, and got it. There was no trade-in kit for my ******* 23. I reached out to Google Fi customer service and they refuse to do anything to help me. It seems like a pretty simple resolution to me, that basically just requires sending me the trade-in kit and making sure it is connected to my account. They refuse to do anything. I would like them to honor what I was shown when I ordered the phone, which is to be able to trade in my old phone for a $270 credit to my new phone. My new phone is supposed to be $299 + $15 for shipping. I've been with Google Fi for about 5 years now, and every time I try to contacting customer service about something they literally just say sorry and never actually do anything to fix the problem. I just want what I was promised. If they are opposed to conducting the work to handle the trade-in, I'd be comfortable with them just cutting my account the $270 that I was promised.

      Business Response

      Date: 04/09/2025

      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

    • Initial Complaint

      Date:04/08/2025

      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.
      Creating a Gmail has caused me stress mentally , physically and financially s2021 I have had emails which I was communicating with Tesla HR hacked info stolen as I had to create serval more while someone else tamper in and cyber attacks begain a ********** breach connected with Google have left me physically drained and emotionally disabled to life as personal pictures of family and statements of business trades appear over the web in which I do not approve and I Teino 04/27/1972 would have never done such careless act pleas help restore

      Business Response

      Date: 04/09/2025

      Hello (Customer),


      Information in our search results comes from third-party, publicly available web pages. If that information no longer appears on the third-party webpage, Google's cache will update itself over time to reflect the page's new content.

      If Google's result is different from the current page, you can request a cache removal via the removal request tool. ****************************************************************
      Also:
      See for more information on removing out-of-date content from our search results.
      ********************************************************************


      If the information you'd like to remove is still on the current page
      Visit this page to learn how to contact the site's webmaster and request a change. If that information no longer appears on the third-party webpage, Google's cache will update itself over time to reflect the page's new content.
      ****************************************************************

      Thanks
      Google Search support team

    • Initial Complaint

      Date:04/08/2025

      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 writing to request the full refund for my order placed on February 27, totaling $2074.82, which I returned. I followed the return process as instructed:I generated a return label for one item and contacted your customer service, who confirmed I could return all items in the same box.I shipped the box with all the items back to you, using ****** and provided the documentation showing the box had the correct weight and dimensions.I was refunded only for the one item corresponding to the return label ($138.56), but I returned all items.Despite providing proof of shipment, Ive only received a partial refund, and its been over a month since I reached out for resolution. I am requesting the full refund of $1936.26 for the remaining items.

      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.

      To get in touch with our Google Store team directly regarding any existing orders, please contact us via this page: *******************************************store/gethelp

      Thanks,
      BBB Core Team

    • Initial Complaint

      Date:04/07/2025

      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 google business profile listed below was disabled in January 2025. I never received an email notification of this nor have they responded to my appeal within the time frame stated they would. This is causing detrimental loss of revenue to my business and I need this correct at once.Movers One Business address ******************************************** Profile ID *******************

      Business Response

      Date: 04/09/2025

      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: 04/09/2025

       
      Complaint: 23174341

      I am rejecting this response because: I have followed the supplied links for contact to a dead end with no option to communicate. The Case #
      8-2733000038884 and this has been unresolved well past the Google stated timeliness for correction.

      I can be reached at

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

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


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

      Business Response

      Date: 04/17/2025

      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 Movers One, ************************************************************************************************************************************************************

      We understand that you want to have the profile reinstated. We apologize for the inconvenience and disruption it has caused you. 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

      Customer Answer

      Date: 04/23/2025

       
      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:04/07/2025

      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.
      I paid for a 1 year membership for ******* Premium. Paid the entire year upfront. I purchased the Premium membership to receive Premium HD; however, whenever I click on this feature, it doesn't stay on. It reverts back to a lower resolution that non-paying ******* users have.I have attempted numerous times to contact ******* and I have never, not even once, been contacted to resolve this issue.

      Business Response

      Date: 04/09/2025

      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: ******************************************************************** may also refer to the following help center article to set the preferred video quality: *******************************************youtube/answer/91449

      Thanks,
      BBB Core Team

    • Initial Complaint

      Date:04/07/2025

      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.
      Had issues with the Google Nest thermostat controls. Contacted customer service that logged in and saw the issue was with the wiring. I ask the representative to please send new controls because the error message shows its the controls. We were told we HAD to contact a HVAC technician before they could move forward to help. Had a HVAC technician come out to tell us the issue is the control and our heat pump is fine. Contacted customer support again then we were told we had to pay to have someone come out and test the controls. We were not told we had to pay again from the previous representative. Google Nest still refused to help us. Contacted VIVINT and they instantly saw the issue was with the Google Nest controls. VIVINT sent 2 controls and they instantly saw unit started working again. My family went without heat for nearly a month due to negligence from Google Nest.Complained to Google Nest for a resolution of our HVAC technician fee refunded. We have sent the receipt 5 times and still no resolution. The representative that started the complaint stated she had the receipt- now they are saying they need a different format. Each time the excuse is different for the receipt. Please help resolve this issue.horrible customer care. This could have been resolved if they would have sent new controls.Our reference# *****

      Business Response

      Date: 04/09/2025

      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 Nest team directly, please contact us via this page: *******************************************googlenest/gethelp

      Thanks,
      BBB Core 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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