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

9,245 total complaints in the last 3 years.
3,355 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:08/23/2025
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.
I signed up with Google Fi on Aug 2 to transfer my 5 lines from another carrier and add another line. A total of 6 lines. As part of this sign up, I ordered 4 new phones from Google. All these 4 phones were on a promotion with me paying tax right away but no payments for the actual amount (over 24 months). In addition to this, the deal had me paying $25 per month per line. I received 3 of the 4 phones and started the activation process. The fourth phone was delivered a couple of days later. As I started to activate the first few lines, the lines where I was using my existing phones activated fine. I was able to activate 2 of the 3 new phones, one of the two took over 12hrs to active. The one that I was not able to activate was returned after talking to Google Fi customer support (they tried working with me to activate but were not able to and suggested I return it). I'm summary, I activated 5 lines, though over a period of 48 or so hrs and returned one phone. Google Fi charged me $956.33 for the returned phone. I called them to dispute the charge and they notified me that it was a mistake and that they will refund the amount. I got an email that they'll refund me part of the charge and then got a refund of $540.67. I should be getting a full refund of $956.33 + the tax that I was charged initially. In addition to the above, they are charging me $30 per line for the first 3 lines that were activated claiming the bill was issued for those lines and the 2 other ones will be considered for the next billing cycle. Google seems to be using rudimentary 3rd party to run their Fi business
Business Response
Date: 08/26/2025
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:08/23/2025
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.
I have a Google Pixel 8 on contract with my Google Fi Wireless plan, with 8 months remaining on the contract. The phone was working great for all the time I had it, and I even participated in the Android beta program to get the latest features early and reported bugs. However, near the end of July I decided to opt out of the beta program due to horrible battery and heat issues that made the phone very difficult to use daily. After installing the rollback system update, my phone would simply not power on, at all. No recovery screen, no charging progress when I plugged it in, no Google logo, literally just dead. I plugged it into my computer and saw the device "Pixel ROM Recovery" pop up, and after searching online about this, I saw that the phone is in an emergency recovery state that can only be fixed by Google. Really weird, but okay, sure, things happen. I reached out to Google, and they direct me to a repair store chain called uBreakiFix to get it repaired, so I sent it over. I was told to expect a call after 1-2 days, but after 2 WEEKS they called and said that it had been sent between stores and multiple technicians looked at it, and deemed it unrepairable. I contacted Google again and I tell them the situation and how their own authorized repair store couldn't fix it, and they tell me they'll look into it. Fast forward a few days, and I get an email saying that the motherboard is damaged because I tried to install a custom OS (??), and they can help me look into repair options to get the motherboard replaced. However, I was running fully original Google Pixel beta software, so that's not possible, and if that could cause something like this it's a huge problem of it's own. Again, though, not my case at all. Not only did I have to pay for repairs out of my own pocket because Google's official system update completely bricked it, but after nearly 3 weeks I still do not have a working phone and I'm being told that I have to send it in and pay for ANOTHER repair.
Business Response
Date: 08/26/2025
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: 08/26/2025

Complaint: 23787754

I am rejecting this response because:
I was in contact with Google Fi team support before opening the case.
Google Support Inquiry case id- [***************]
And support was not helpful. The screenshots attached contain the support team responses.
The advice was to take the phone to paid repair center, which took the money but was unable to repair the phone.
Also, they have not provided any explanation what exactly is broken in the phone, and no repair quote is provided.
Again, as a result I have a phone, which is in contract for another 9 month but not working and no warranty coverage. And I have to use my old phone instead for a few weeks already. Google support left me on my own with advice either to purchase a new phone or repair this phone on my own after their authorized service center is already failed to do that.
I believe that the phone was software bricked when roll back from Beta OS to release OS was done by me using Google instructions provided. I do not believe that hardware was damaged in any way. The phone was bricked because of software glitch, and Google does not provide any way to recover it.

Sincerely,

****** ********
Business Response
Date: 09/05/2025
Hello BBB Team,
We thank the customer for providing us with this information. We see that the customer is currently in contact with one of our agents through case #0-4898000039097
Thanks,
The Google Fi Team

Customer Answer
Date: 09/16/2025

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:08/22/2025
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 got permanently banned from ******* for something I dont even know what I did, Ive barely ever done stuff on ******* except watching videos. I dont know why they banned me either, they never gave an actual reason. They just banned me and banned me from using/creating new accounts, its so weird and frustrating.
Business Response
Date: 08/25/2025
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.
To get in touch with our ******* team directly about a paid membership or purchase, please contact us via this page: *****************************************************************.
Learn to manage your personalized content feed here:
**************************************************************************************************************************************
Use Content Settings to customize your feed:
*******************************************************************************************************

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,
Tory
Google Support Team
Initial Complaint
Date:08/22/2025
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.
Facts (concise):After switching to a Google Pixel 9 ************* my ******* Galaxy Watch 5 Pro kept disconnecting for weeks, even after multiple hard resets of phone and watch. I found same complaints from other customers on Reddit.I was effectively forced to buy a Pixel Watch 3 to restore basic smartwatch functionality.Pixel Watch 3 does not support on-demand SpO2 (night-only), and ************ integration is weak: it does not reliably import Health Connect/******* Health data (e.g., weight, sleep), and gym workouts are often not recognized properly. There is also a lack of built-in functions and the need to purchase third-party applications from the Play Market.I had long back-and-forth with support (agents Alliah, ***** **** *****... a lot of them, case 7-6637000038971). They first offered only US$25 store credit; **** then offered a refund upon return by email, but ***** later denied the refund. One agent (***) addressed me as Lurii instead of Iurii, suggesting superficial handling.After new firmware updates to the phone and the Galaxy Watch 5 Pro, disconnects stopped and I no longer need the Pixel Watch 3.Why Im filing: These limitations and the poor interoperability were not clearly disclosed pre-purchase. Google declined a proportional remedy after a prolonged case.Requested resolution:1) Authorize a late (out-of-window) return and issue a full refund for the Pixel Watch 3;2) Provide a reasonable goodwill credit for time and inconvenience;3) Correct my record to my legal name (Iurii).
Business Response
Date: 08/23/2025
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.

To get in touch with our Google Store team directly regarding any existing orders, please contact us via 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

Customer Answer
Date: 08/25/2025

Complaint: 23782066

I am rejecting this response because:

Googles reply is a generic script and does not address my case or the remedy requested.
I opened multiple support cases and provided evidence. My current case is #7-6637000038971 (Pixel Watch Support).
**** (email ~Aug 21, 2025) explicitly offered refund after return. Later ***** reversed that and denied the refund with no rationale.
Also store credit 25 usd was offered.

Sincerely,

***** ********
Business Response
Date: 09/04/2025
Hi *******,

The customer would like to return their Pixel Watch. I'm looping in the relevant team for further assistance.
@************************************************************** - Please look into this customer's request.

Thanks,
******* *****
Pixel ** Hyd
Initial Complaint
Date:08/21/2025
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 bought a movie, the movie wouldnt load on multiple devices. I didnt even watch 1 second of the movie on my Google play movies, my account is ********************* and the purchase id is ************************ for $3.99 I got an email rejection which is kind of ridiculous. I havent requested a refund in years.
Business Response
Date: 08/22/2025
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: 08/22/2025

Complaint: 23780416

I am rejecting this response because:

Sincerely,

Fierce *****
Initial Complaint
Date:08/21/2025
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.
This is the second time this has happened to me. On 08/21/25, I purchased a Google Play gift card at Dollar General store #*****, ******************************************************** for $25. I have both the physical card and the receipt showing it was properly activated at the register. When I attempted to redeem the card, Google Play rejected it. I contacted Google support and provided all of the required information, including the receipt, yet the funds have not been honored or credited to my account.This practice feels fraudulent in itself while being painted as combating fraud. A gift card is not live until it is activated at purchase, which means Google is fully in control of the process. If a card is compromised before or during activation, that is Googles responsibility not the customers. Nowhere on the card does it clearly state that the consumer must retain the receipt in order to redeem funds. Even when receipts are provided, as in my case, Google often still refuses to honor the ********** denying redemption of purchased cards, Google is effectively taking consumers money without providing the promised product. This is unfair, deceptive, and fraudulent behavior. Consumers cannot reasonably be expected to anticipate technical or security failures on Googles end, especially when we have paid in full and followed all steps.I request that Google immediately credit my account or refund the full purchase amount of $25. I also ask that the BBB review Googles gift card practices, as this appears to be a widespread issue affecting many consumers. A better system would be to provide a secure confirmation code at the point of sale, so that receipts would not even be necessary. Googles failure to implement safeguards and its repeated refusal to honor receipts when provided suggests it is knowingly benefiting from this flawed system, at the direct expense of consumers.
Business Response
Date: 08/24/2025
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:08/21/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Google has recently rolled out a new policy on ******* in the form of "an age estimation model to determine if a US-based user is under the age of 18." This will occur "regardless of the birthdate you entered when creating your account." Despite the fact that ******* already has a parental control feature ******** Kids), this is allegedly for the purpose of "extend age-appropriate product experiences and protections to more teens. If your account is wrongfully flagged by the ** (which is absolutely possible if you watch a lot of content on things the ** deems childish, i.e. video games, animation, etc), you will be required to submit a government issued ID, selfie, or credit card to ******* to have your account fully reinstated. This is a massive breach of consumer privacy. I do not trust Google to keep my sensitive information safe from data breachesas of writing this complaint, Google was hacked just 2 weeks ago! This policy is also a form of censorshipif the ** deems you underage and a video includes sensitive topics (which historically have included LGBTQ+ content or *** **** you wont be able to see it at all. I am shocked and appalled that Google would implement such an invasive and ill-thought-out policy. Google must roll back this policy, or they will lose consumers like me and the thousands of others who value their privacy online.
Business Response
Date: 08/24/2025
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.
To get in touch with our ******* team directly about a paid membership or purchase, please contact us via this page: *****************************************************************.
Learn to manage your personalized content feed here:
**************************************************************************************************************************************
Use Content Settings to customize your feed:
*******************************************************************************************************

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,
Tory
Google Support Team

Customer Answer
Date: 08/24/2025

Complaint: 23778293

I am rejecting this response because none of the links provided by the business address my concerns about *******'s new policy. The first link was, in fact, broken.

Sincerely,

El *****
Business Response
Date: 09/04/2025
Thanks for raising this to our team. I'm sorry to hear about the trouble you have with *******. A Support Specialist from the ******* team will reach out to you in 24 - 48 hours so we can sort this out. We look forward to resolving this case.
Regards,
The ******* Team
Initial Complaint
Date:08/21/2025
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.
Cell phone provider Google fi *riple billed mon*h of July and did no* provide service $69 $69 $29 I upgraded *o *he premium plan *hey billed for service did no* provide sim card *ill Augus*. Google is jus* a resale for ano*her company * mobile or ******* I del* wi*h *hem 10 years ago *hey weren'* *his bad. Af*er a hundred emails and ph calls I have *errible service and robbed by a business *o big *o fail
Business Response
Date: 08/24/2025
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.
To get in touch with our Google Fi team directly, please contact us via 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,
Tory
Google Support Team
Initial Complaint
Date:08/21/2025
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 Google ************* has been completely down since the morning of August 19, 2025, and as of today, August 21, Ive been without internet for over 48 hours with no resolution or meaningful support.Customer service has been consistently unhelpful. Despite asking multiple times for escalation to a managerincluding stating I was considering canceling serviceI was repeatedly told that escalation wasnt possible. I had to misrepresent the issue just to get a technician sent out. That technician identified a signal strength issue that required escalation to a field team.I was told the necessary repairs would be completed by the end of the day on August 20. That turned out to be falseno one came, and no follow-up was provided. I followed up by email and received no response.This is not just a technical issueits a failure of basic customer service. Ive been misled about repair timelines, denied escalation, and left without internet for days with no accountability from Google ******** desired resolution is twofold: First, I believe Google Fiber needs to revise its internal policies on technician dispatching and escalation to prevent this kind of delay and misinformation from recurring. Second, I am requesting a full refund of my monthly bill ($70) due to the outage. This is costing me approximately $200 per day in lost work, and has also compromised my home security system, leaving my family feeling unsafe while service remains down.
Business Response
Date: 08/27/2025
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 issue, we encourage you to contact us directly using the specified links below.

*******************************************************************************;

For additional products and information, please contact us at Google Support.

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.

Thanks,
The Google Support Team
Initial Complaint
Date:08/21/2025
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.
I had a google pixel 6a with a faulty battery. It was eligible for the battery replacement program through Google. They either replace the battery free of charge, give 100 worth on a ***** or $150 off a pixel phone. I took the $150 so I could upgrade to a new phone. I am also a student so i receive a 10% off student discount. I didn't know it was a promo code. I didn't know the battery was a promo code. I thought the battery was a credit. Tried to buy my new phone but only one promo code can be used at a time. This rendered my battery promo code useless because I can only use it for a phone. My 10% off promo code was more than 150. I waited 8 hours to chat on Google chat support. They refused to help me. They swindled me out of the deal.
Business Response
Date: 08/21/2025
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: 08/21/2025

Complaint: 23777045

I am rejecting this response because: i put the chat transcript in the complaint. Case number 2-0728000039149. Google didn't assist....

Sincerely,

***** ******
Business Response
Date: 08/30/2025
Hi Team,
Thank you for bringing this to our attention. Weve reached out to the customer on the Case ID *************** and explained the restriction of using two promocode on a single order.
Thanks!
*******
Customer Answer
Date: 09/09/2025

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,

***** ******

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Google, LLC is NOT a BBB Accredited Business.