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

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.

Initial Complaint
Date:05/31/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Google Play Services, Google Assistant has not protected my privacy. These services have allowed my entire identity to be stolen by an ex-partner. I have had 3 computers, 4 Android phone, 4 IOS phones, probably 15 different phone numbers, 20 email addresses. Google Assistant makes it possible to literally set up a phone with a phone number that is suposed to be only MINE. The same can be done with email addresses & Apple ID's. I have spoken to many, many peole that have also had their identities stolen. Google's privacy practices are abhorrent and invasive. I have not been able to totally secure my identity in 3 years. Police officials in my area don't even have a department to deal with this issue. They are woefully behind in this area. All of the TRACKING Google does has allowed my "digital fingerprint" to not be secure and can literally be used to totally disrupt my life! I am hopeful your agency can be of help or you can refer me to one that CAN. Thank you. I look forward to hearing from you.
Business Response
Date: 06/22/2022
Business Response /* (1000, 5, 2022/06/01) */ Hello ******, We apologize for any frustration you may be experiencing as a result of Google products or support. For the best and fastest support for your issue, we encourage you to contact us directly using the specified links below. For additional products and information, please contact us at https://support.google.com/ If you have already reached out through Google Support channels, we ask that you please share your existing Case ID, so we may further investigate. 1. File a report with the Internet Crime Complaint Center: https://www.ic3.gov/ 2. Continue to report messages that violate the Gmail Program Policies and/or Terms of Use through the form: https://support.google.com/mail/contact/abuse?rd=1 3. Helpful information is also available in Gmail program policies: https://www.google.com/gmail/about/policy/ If there are future contacts, we recommend following instructions here to block and/or contacting local authorities to report cyber harassment. https://support.google.com/mail/answer/8151 For Account Recovery issues, we recommend checking "Tips to complete Account Recovery steps" ( https://support.google.com/accounts/answer/7299973 ) for help. If your account is disabled please go to this page: https://support.google.com/accounts/contact/disabled2 Sincerely, Oliver Google Support Team
Initial Complaint
Date:05/30/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 28, I ordered a new phone under a promotion. The promotion offered a $250 rebate for purchase of the phone, starting a new account with Fi and transferring a phone number. I met these conditions and added the new Fi account to my family plan. Because of a technicality, Google claims that I don't qualify for the rebate. Because I chose to swap sim cards in my phones under the same plan, they have charged my account $250 for the failed rebate. According to the promotional terms, the account must be active for 120 days to qualify for the rebate. They claim the account must be active on the device purchased which was not clearly stated in their terms and conditions.
Business Response
Date: 05/31/2022
Hello ****,

We apologize for any frustration you may be experiencing as a result of Google products or support. For the best and fastest support for your issue, we encourage you to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************

If you have already reached out through our Google Support channels, we ask that you please share your existing Case ID(s), so that we may further investigate.

To get in touch with our Google Fi team directly, please contact us via this page: *******************************************fi/gethelp

Best,
******
Google Support Team
Customer Answer
Date: 06/06/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I already spoke to two representatives by phone who curtly shut down my argument. I would not be here filing a complaint if calling Google Fi support solved the issue.
Business Response
Date: 06/21/2022
Hello BBB Team,

Thank you for bringing the user's issue to our attention. We have reviewed their complaint and we see that the user purchased a Pixel ***** device under our, "Get up to $250 off Pixel 5a 5g" promotion.

As per the terms of the promotion found here: ************************************************************************, the user must:
********** the phone on a new full service plan (data-only **** do not qualify) within 30 days of the shipment confirmation email and keep the qualifying phone active on Google Fi for 120 consecutive days.
2- You must activate on the same Fi account used to purchase the phone or be a new member of the purchaser's group plan.
3- You must also bring/transfer your number to Fi within 30 days of the shipment confirmation email. Fi-to-Fi number transfers are not eligible.

The user activated the new device on their existing account instead of the new line which disqualified them from the promotion. Our Promotion team has reviewed the user's account and we have offered a one time exception as long as the device is activated on the new member's account and kept active for 120 days to fulfill the remaining terms of the promotion.

We ask that the BBB close this case.

Thank you,
The Google Fi Support Team
Initial Complaint
Date:05/30/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
on May 29,2022 i was charged for ***** which i did not authorize and have cancelled everything and on their request refund shows no purchases. this has been going on for several months first attempt was february 2021 and this issue has not resolved and no way to speak to an actual person to correct it. i am wanting refund for charges as far back as the law allows. and will provide bank statements to show charges once an agreement is reached
Business Response
Date: 06/07/2022
Hi,

We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************

If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

To get in touch with our ******* team directly about a paid membership or purchase, please contact us via this page: ************************************************************************************************************* Core Team
Customer Answer
Date: 06/13/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not except this response because I have reached out using those web addresses that they provided however never get the response and he never speak to real person and it's one on corrected for over a year now
Business Response
Date: 06/30/2022
Hi *****,

Thank you for your patience in this matter.
We reviewed the screenshot you have shared in this complaint and see that you were charged $32.04 by PSafe dfndr security: antivirus App

Developer Contact Details :
*********************
mailto: *****************
*********************privacy-policy/

If you still don't recognize the charge and think it is fraudulent, report it to us at *****************************************************************************

Already filed a claim?
Check your claim status : *****************************************************************************?***=status
or
view claim history : *****************************************************************************?***=history

Best regards,
****
BBB Core Team
Customer Answer
Date: 07/11/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I have filed numerous claims and am told denied nothing exist
Business Response
Date: 07/22/2022
We have reached out to the user directly to further assist.
Customer Answer
Date: 07/28/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
There has been no attempt to reach out and if they have they are not leaving messages and a contact number to contact them back but still being charged
Business Response
Date: 08/30/2022
Google support reached out to the user on 7/22/2022 via email (case number 9-3480000032873). We advise that the user respond to the email sent by support on the 22nd if they still need assistance.
Business Response
Date: 08/30/2022
Hi,

Your issue has been escalated to the best experts possible for further investigation.

Our specialists are currently working on this case and should provide an update as soon as they have some new information.

We ask the BBB to provide us more time while we work for a solution.

Your patience is appreciated while we work for a solution.

Regards,
BBB Core Team
Initial Complaint
Date:05/30/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company makes you pay a fee every month for device protection then offers you a refubished device to replace the device you pay for device protection for! And charges you $75 on top of what you already pay! Ridiculous!
Business Response
Date: 06/17/2022
Business Response /* (1000, 5, 2022/05/31) */ Hello*********, We apologize for any frustration you may be experiencing as a result of Google products or support. For the best and fastest support for your issue, we encourage you to contact us directly using the specified links below. For additional products and information, please contact us at https://support.google.com/ If you have already reached out through our Google Support channels, we ask that you please share your existing Case ID(s), so that we may further investigate. To get in touch with our Google Fi team directly, please contact us via this page: https://support.google.com/fi/gethelp Best, Oliver Google Support Team
Initial Complaint
Date:05/30/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Google is impossible to communicate with. They are charging my credit card for a ******* subscription and possibly ******* Music subscription I did not request. I did not even request a trial. I simply clicked on their app for music or ******* to see if I was interested in subscribing. Immediately they sent me notices saying they were going to start charging me. I have tried to get a hold of them a few times over the last month. They are impossible to communicate with online and over the phone. They have horrible customer service. They have my credit card because I bought a phone from them and I have insurance/protection on my phone of $9.99 per month that they charge to my credit card. I have tried to contact them to see if they were going to charge me for a subscription that I did not authorize. Today I found the charge on my credit card. I am not saying I will not subscribe. I would like to speak to someone about the subscription first. I cannot reach anyone on chat, online or live. I want to authorize any subscriptions before they are charged to my credit card. Before I looked at ******* Music, I had already subscribed to Amazon Music so I really did not need ******* music, I was just shopping. When I bought my Google Pixel 6 Pro from Google I tried to buy Google Fi but the company's website would not let me purchase. I tried and tried and tried to buy Google Fi but could not. I am so glad that I never bought it now because their customer service is non-existent. I stayed with my current provider, Metro PCS. Metro PCS gives good service and customer service and has stores everywhere to call or step in to so I can get answers.
Business Response
Date: 05/31/2022
Hello ****,

We apologize for any frustration you may be experiencing as a result of Google products or support. For the best and fastest support for your issue, we encourage you to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************

If you have already reached out through Google Support channels, we ask that you please share your existing Case ID, so we may further investigate.

To get in touch with our ******* team directly about a paid membership or purchase, please contact us via this page: *****************************************************************

For refunds relating to ******* Premium and Music Premium, you may submit a request via *******************************************youtubemusic/answer/12014038?hl=en&ref_topic=6313531

Best,
******
Google Support Team
Initial Complaint
Date:05/30/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
5/26/2022; 03/2022; 04/2022 I've brought several google play cards and have had problems adding them to my account and when i contact customer service, all i got was the card can't be submitted. I have proof via email communications with them. Something needs to be done because looking and reading prior complaints that i'm not the only one. Its not all of their cards but they need to go threw all of them before they ship them out and separate the good cards from the bad ones and offer an exchange or refund.
Business Response
Date: 05/31/2022
Hello ******,

We apologize for any frustration you may be experiencing as a result of Google products or support. For the best and fastest support for your issue, we encourage you to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************

If you have already reached out through Google Support channels, we ask that you please share your existing Case ID, so we can further investigate.

For refund requests please contact us here: *******************************************googleplay/answer/2479637?hl=en
Or for information on reporting Gift Card Scams or other abuse, please visit this page:
*******************************************googleplay/answer/9057338?hl=en

Best,
******
Google Support Team
Customer Answer
Date: 06/06/2022
***Document Attached***
Right now im on their website to find out how to request a refund on google play cards and its nothing on their site about getting a refund on their cards. I am enclosing proof of other complaints people have had and proof of looking for answers to request a refund.
See Attachment/File: Web capture_6-6-2022_23269_support.google.com
Customer Answer
Date: 06/06/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
I will request for refunds on the gift cards from them but if I don't receive the refunds, i will be back to file another complaint against them. All i ask for them to do is to sort threw their cards before they sell them to find out which cards are good and which are bad and it would be easier and do offer a refund within 30 days of purchase from any retailer that sells their products.
Business Response
Date: 06/17/2022
We have reviewed the case. Our team has done their due diligence in this matter of investigation. Google's terms are clear when it comes to Google Play gift cards. *********************************************************
We recommend that the customer contact the retailer.
Customer Answer
Date: 06/27/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been in contact with the retailer that i got it from which was ******* and on the receipt it says no refunds or exchanges on any gift cards and to contact the card company. I understand the risk of buying play cards and gift cards but no one can tell if the card and/or code is good unless they buy it and input the code or load the card.
Initial Complaint
Date:05/29/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My problem with Google fiber is that they are charging my credit card whenever they want my billing date every month to pay my Google fiber bill is that 13th today is Sunday they try to charge me $70 I paid my bill and when I pay my bill they charge me an extra $51 that same day they charge me again another $51 and they refused to refund my money bad business practices and bad billing cycle I cannot even get a manager to call me
Business Response
Date: 06/17/2022
Business Response /* (1000, 5, 2022/05/30) */ Hello *****, We apologize for any frustration you may be experiencing as a result of Google products or support. For the best and fastest support for your issue, we encourage you to contact us directly using the specified links below. ******************************************************************************************************************************* For additional products and information, please contact us at https://support.google.com/ If you have already reached out through Google Support channels, we ask that you please share your existing Case ID, so we may further investigate. Best, ****** Google Support Team
Initial Complaint
Date:05/29/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I believe this business is practicing unfair business practices for their monetized ******* channels. I believe they are are hindering some of the smaller channels from making money by joining forces with some of the larger channels. I have noticed on several channels that I followed that when the individual has come in conflict with the proprietor of the larger channel, I stop getting my notifications for the smaller channels as also is stated by a multitude of supporters for the smaller channel. This causes the smaller channels to have less visibility, which decrease the number of views the smaller channel gets. Thus the person with the smaller channel begin to have financial issues. However, the person with the larger channels do not lose theirs views. Fair business practices are obviously not been done. For instance, several *******rs numbers were up recently, because they put out pretty good videos. But several of the larger channel fell out with the smaller channels and you can see a drastic drop in their views; but the content that they put out was of the same quality as the high viewing number videos. Several of the smaller channel supporters complained that their notifications for the videos were not received, including myself. Favoritism cannot be for the bigger channels at the expense of a smaller channel.
Business Response
Date: 05/30/2022
Hello *********,

We apologize for any frustration you may be experiencing as a result of Google products or support. For the best and fastest support for your issue, we encourage you to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************

If you have already reached out through Google Support channels, we ask that you please share your existing Case ID, so we may further investigate.

To get in touch with our ******* team directly about a paid membership or purchase, please contact us via this page: *****************************************************************

Best,
******
Google Support Team
Initial Complaint
Date:05/29/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Nest Thermostat on January 22 2021. It began malfunctioning on May 28th 2022. After a support chat with a Google representative, the representative found the unit to be defective but refused to honor the warranty even after being provided with a screenshot showing that my unit was still under warranty.
Business Response
Date: 05/30/2022
Hello *********,

We apologize for any frustration you may be experiencing as a result of Google products or support. For the best and fastest support for your issue, we encourage you to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************

If you have already reached out through our Google Support channels, we ask that you please share your existing Case ID(s), so that we may further investigate.

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

Best,
******
BBB Core Team
Customer Answer
Date: 06/06/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
My existing case ID, as shown in the screenshots in my original complaint, is 2-8554000032515.
Business Response
Date: 06/14/2022
Hello BBB and team,

We'll be reaching out to the user in order to provide support, with additional updates pending.

Thank you,

*******
Google Nest Support
Initial Complaint
Date:05/28/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Google froze my account saying I must verify my payment method of AMEX ****. I sent them the appropriate documents and they said they will get back to me within two days. It has been 4 days and I have had no contact from google. This is extremely stressful and aggrivating, I want to purchase phones for my family and I before the promotion ends but I feel like google is purposefully preventing me from doing so by locking my account! Please unlockl my account!
Business Response
Date: 05/30/2022
Hello *****,

We apologize for any frustration you may be experiencing as a result of Google products or support. For the best and fastest support for your issue, we encourage you to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************

To get in touch with our Google Pay team directly, please contact us via this page: *******************************************googlepay/gethelp

If you have already reached out through Google Support channels, we ask that you please share your existing Case ID, so we may further investigate.

Best,
******
Google Support Team

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Google, LLC is NOT a BBB Accredited Business.