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:08/21/2025
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 am here to file complaint against google play store app for not refunding $105.99 Transaction id ************************ the purchase was a mistake i explain everything in the refund request but still they wouldnt refund me back this app has all kinds of scam fraud they wont do anything about it so i am here to report
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.

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:08/20/2025
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.
beginning in december 0f 2024 an ad started running when i seen that i owed google ******************************************************************* AAA. then they hit my account for first 200 dollars then again for 500. i contacted google and with the help of a google representitive set my account ad up correctly. or so i thoughgt i continued getting calls for AAA and i was hit again for 500 doillars . i called to get it fixed stating that i shouldnt ***** to pay for there mistakes went through the processes of complaing and still ignored. then the hit me with a bill for over 600 in march that i refuse to pay do to thier negligents. may of 2025 i was being deranked because of it basically noy getting calls ranking no higher than 3rd outside my door. reaching google to handle this problem they now hang up on me. today final ***** **** up om twice and then my phone goes to voice mail saying they are cloased
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 Ads team directly, please contact us via this page: *******************************************google-ads/gethelp

Thanks,
BBB Core team
Initial Complaint
Date:08/20/2025
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.
Unauthorized charges on my account in the amount of ***** for apps. I didn't authorize
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.

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:08/20/2025
Type:Product 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.
In August of 2023, after moving from ********, we selected YouTubeTV (a Google company) for our TV provider. We have, this month, discovered that we have been double billed every single month. It appears one bill (to our AMEX account) is under my email address, and one is under my wifes email. We immediately contacted them, and had a 90 min. phone call, to request a refund of the overcharges. They didnt deny the overcharges, but said that their corporate policy limited them to refunding only the most recent 4 months of charges. We said that was unacceptable, and insisted on a full refund. We have since exchanged several emails, but theyve persisted in refusing a full refund. We have asked to be provided with documentation regarding our account, but none has been provided. We have asked for an explanation of how we had two accounts, but none has been provided. ********** knows theyve been sending only one signal, to one couple, in the same household, at the same address/zipcode, etc. That also has not been disputed. Inasmuch as ********* has not denied double billing us, or denied that they have sent out only one signal, we believe that we are entitled to a full refund, not merely 4 months. A company should not be able to double a customer for 25 months, and get away with refunding merely 4 months.
Business Response
Date: 08/22/2025
Hello,

We apologize for any frustration the customer may be experiencing as a result of ******* products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly.

To get in touch with our ********** team directly, please use this page: ************************************************************
If the customer has already reached out through this page, we ask that they please share their existing Case ID, so we can further investigate.

Thank you,
Google Support Team

Customer Answer
Date: 08/22/2025

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:08/19/2025
Type:Sales and Advertising 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.
Google cut off app functionality and internet access to all of it's Nest Alarm users. Google offered an ADT alarm with free 12 months of monitoring or $200 Google store credit. I chose the alarm but *** refused to activate the equipment and never provided any service to me. *** also started billing me after refusing to provide me service. *** also has my $150 alarm system in their possession. Google falsely advertised that I would receive a functioning alarm and service but instead, I received an alarm that ADT refused to activate and service they refused to activate. I received nothing but increasing monthly bills from *** for the service they refused to provide to me.
Business Response
Date: 08/20/2025

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 Nest 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,
Google Support Team

Customer Answer
Date: 08/20/2025

Complaint: 23769436

I am rejecting this response because:

Sincerely,
This is an automated response from the business that doesn't address the issue. The response is an attempt to lure me from this platform and onto a less transparent platform where Google is able to conceal their communication with me.
**** ******
Business Response
Date: 08/26/2025
Hi team,

Well continue to work with the customer towards a resolution within the scope of our policies.
Customer Answer
Date: 09/05/2025

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:08/19/2025
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.
******* has been making the app unusable for a while now; however, this AI age verification system really makes it awful. This system is actually making the internet less safe by making you prove your age, consolidating sensitive information and making identity theft much easier. Also, this system disproportionately affects disabled adults and even just those with childish interests, rather than actually protect children. There is a ******* kids app, and parents should be monitoring their children. I think ******* is going to remain unusable until this system goes away.
Business Response
Date: 08/20/2025
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,
Google Support Team

Customer Answer
Date: 08/20/2025

Complaint: 23769272

I am rejecting this response because: my complaint is not about a purchasing issue. It is about the unusable nature of ******* now over this terrible AI system to scan everyone's watch history. I, and thousands of other people, want this policy rescinded.

Sincerely,

******* *******
Business Response
Date: 08/27/2025
Hi,
Thank you for sharing with us your concerns. ******* is committed to bringing the best, most age-appropriate experience & protections to users, especially our younger audience.

To learn more, please see our latest blog post on this topic: *************************************************************************************************

Sincerely,
The ******* Team
Initial Complaint
Date:08/19/2025
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.
Original date of unauthorized charge was May 10 2025. When I noticed the charge on my account I immediately began contact with google about this incident. I had to cancel the old card through my bank and got a new card. Per Google, I had to input the new card information in my google pay app and there has still been no refund issued to me. The last email states they issued a refund to a card ending in 4929. That was the original card which was canceled and the one they already tried to issue a refund to in the very beginning which did not go through either bc the card is no longer valid. I don't know what else to do to get my money back. My new card from the same company that had to cancel the old card ends in 3706. I don't know what else to do.
Business Response
Date: 08/26/2025
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 ************************************************;

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: ***********************************************************************************************;
Or for information on reporting Gift Card Scams or other abuse, please visit this page:
******************************************************************************************

Best,
BBB Core Team
Initial Complaint
Date:08/19/2025
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.
On 8/17/2025 around 7am est i was charged for a yearly subscription service of grindr xtra for $149.99 although i did not intend to make this purchase. i was asleep in bed but my phone must have been unlocked and rolling around with me in bed i figured if i let google know immediately and i canceled the subscription surely they would just issue a refund. no matter how many times i have tried to explain it to the automated refund request bot it says its against their policy. i have never done this before. it does show that i was issued a refund from google before, however i did not, what happened in that situation is that when i bought a new google pixel 9 it came with a year of google one for free, i had already paid for a month of google one so google automatically issued that refund. it seems just not fair that they would make me keep a yearly subscription to something i never intended to buy because its against their policy. if i could have got in touch with a real person about this im sure it would have been resolved but they have put an end to any real service agents whether it be on the phone or a live chat. i found a few 1800 or 1866 numbers that i tried but all of them are a thing of the past. hopefully this complaint gets them to actually give my request the thought that it deserves.
Business Response
Date: 08/22/2025
Hello Chase,
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: ***********************************************************************************************;
Or for information on reporting Gift Card Scams or other abuse, please visit this page:
******************************************************************************************

Thanks,
The Google Support Team
Customer Answer
Date: 08/22/2025

Complaint: 23766185

I am rejecting this response because:
I have reached out through the online support link and have had my refund request rejected. I never could explain my side to a real person and it seems I still am being responded to by AI. If this reflects how Google values a long time customer as an owner of multiple Pixel phones and a Google one member, I have to really rethink why I am supporting such a company.
Sincerely,

***** Halatayi
Business Response
Date: 09/03/2025
Hi team,
Thank you for contacting Google support.
We understand the customer is concerned about the refund for the "Grindr" subscription which was made accidentally but the refund request was denied and the customer attempted to get in touch with ********************** support but could not connect. We regret any inconvenience that this may have caused the customer.
The customer can find guidance about their concerns related to Google play: ******************************************************************************************
Upon reviewing their account, we discovered that the refund for the subscription was issued on 08/25/2025 associated order ID: ************************
Just a heads-up: Refund processing times can vary depending on their payment method. Most refunds are completed within 30 business days, but can be completed earlier. Refunds take different amounts of time depending on how they are paid. Learn more about how long refunds take. *************************************************************************************************************************************************************
We've also followed up with the customer via an email with the following case number: [2-4136000039547] in the subject line, in case the customer has more questions about it.
Thanks!
Initial Complaint
Date:08/18/2025
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.
8/17/25 google took over my Fitbit account and now my device does not work. There is no contact information for Fitbit or google only online support that doesnt work.
Business Response
Date: 08/19/2025
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.

To get in touch with our Google Store team directly regarding any existing orders, please contact us via this page: *******************************************store/answer/7334136?hl=en.

Thanks,
BBB Core Team
Initial Complaint
Date:08/18/2025
Type:Product 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 purchased *** Sunday Ticket in 2024 through ***** and military discount website at the price of $250 on August 8th 2025 i was charged with $559.85 for the same service without my discount. I was never notified of the upcoming charge which should not have occurred in the first place since I submitted a cancellation request before the renewal. I cannot believe you treat military and their family like this!I would like my money refunded as the *** Season does not start until September 4th, 2025 so no exchange of services has occurred. Please issue my refund immediately.Thank you,
Business Response
Date: 08/19/2025
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.
Unfortunately your report does not include any identifying information for the product you are seeking assistance on. Here is what we need to help you:
-Which Google product are you being charged for?
-Have you opened a support ticket with our dedicated Support Team?
-If yes, please reply here with your support ticket ID number.
Need a support ticket ID? To assist you as fast as possible, please visit our ************ Choose the product from the list and click Contact Us.
*******************************************
We will be happy to help you just as soon as we have more information.
Thank you,
Google Support Team

Customer Answer
Date: 08/19/2025

Complaint: 23763561

I am rejecting this response because:
[4-0056000039858

this is the case number for the dispute I opened up with ********** regarding the Sunday *** ticket purchase.

Sincerely,

**** **********
Business Response
Date: 08/25/2025
Hi ****,
Thanks so much for getting in contact with us and we're so sorry to hear about the unexpected renewal of your *** Sunday Ticket subscription.
It appears that one of our support specialists was already able to resolve this issue for you via Customer Support Case ***************. Please feel free to reach out via your existing case with any additional questions.
Regards,
The ******* Team

Customer Answer
Date: 09/02/2025

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.