Complaints

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

close

Find a Location

Google, LLC has 42 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Google, LLC

  1600 Amphitheatre Pkwy Mountain View, CA 94043-1351

• 

  Google, LLC

  600 - 10 Dundas St. E Toronto, ON M5B 2G9

• 

  Google

  111 8th Ave New York, NY 10011-5201

• 

  DoubleClick Inc.

  111 Eigth Avenue, 10th Floor New York, NY 10001

• 

  Google Fiber

  650 North Ave NE # S205 Atlanta, GA 30308-2705

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:07/17/2025

  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.

  Please see attached

  Business Response

  Date: 07/19/2025

  Hi,
  
  We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************
  
  If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.
  
  For refund requests please contact us here: *******************************************googleplay/answer/2479637?hl=en
  Or for information on reporting Gift Card Scams or other abuse, please visit this page: *******************************************googleplay/gethelp
  
  Thanks,
  BBB Core Team

• Initial Complaint

  Date:07/17/2025

  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 am filing this complaint regarding a severe manufacturing defect with my Google Pixel 9 Pro and Google's subsequent, unjustified denial of my warranty claim.I purchased my Google Pixel 9 Pro approximately 3 months ago. About 2 Weeks ago, I sent the phone in for warranty repair due to a clear manufacturing defect: the camera bar on the device was separating from the phone body. This issue is consistent with widely reported manufacturing defects concerning the Pixel 9 Pro camera bar, as evidenced by articles such as [*******************************************************************************************].After two weeks without my phone, Google Support (Reference/Case Number: [I2-4235000039418]) informed me on July 15, 2025 that my warranty claim was being denied. The stated reason for denial was "supposed" water damage. I vehemently dispute this claim. My phone has not been subjected to water damage. This is a clear attempt by Google to avoid responsibility for a known manufacturing defect.I have been a loyal Google customer for many years, owning every Nexus and Google Pixel phone. I am extremely disappointed and frustrated that a device I owned for only three months has failed due to a manufacturing flaw, and that Google is now refusing to honor its warranty obligations.Desired Resolution:I am seeking a full warranty repair or replacement of my defective Google Pixel 9 Pro at no cost to me. I expect Google to acknowledge and take responsibility for this manufacturing defect, rather than falsely attributing it to user-induced damage.

  Business Response

  Date: 07/17/2025

  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: 07/17/2025

   
  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:07/17/2025

  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 had paid for a Google ****************** ($226/year, paid in full), then it was cancelled by Google stating the payment didn't go through in July 2024, service was not rendered. I have proof of both of these things. I did not know this at the time due to the requirement to have a Gmail account in order to get the service, I do not use this email for any other reason. When I asked if I could be communicated with another way I was told no, only gmail. I was again charged in Oct 2024 $226/year, paid in full for the same service. I requested this be refunded due to the service having been paid for in July for 12 months, told no. When they charged again in July 2025 I realized what had happened and attempted to call their to resolve. In this, I was told that there are 3 services, all doing the same things, on a single account. There was someone named ***** listed on the account that they refused to look into further for me, I do not know a ****** nor can I see this name on my account from my end. They state they will not refund July or Oct 2024 payments due to being more than the 10 days they allow after payment is processed, despite not having any service rendered between July-Oct. I had requested x3 payments to be refunded as the 1. Service should have already been in place and 2. Had been overcharged due to a **************************************** 4 months. They stated that it is my responsibility to know there are 3 services on a single account, despite not being able to see thing from the account information I have access to, and not their sales people who apply the services to the account. Refund has been denied thus far due to their "limited resources." From GOOGLE. I asked for an email to be sent to be used as proof for what I was told over the phone, or a copy of the recording, I was told I couldn't get either. Call happened between ********* on 7/17/25.

  Business Response

  Date: 07/17/2025

  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
  
  

• Initial Complaint

  Date:07/17/2025

  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 want to remain anonymous because the owner of the shop that I left a review on their Google **** seems crazy. I can't reach out to an actual person at Google so I am sending this to the BBB. I didn't have a pleasant experience yesterday and left a review. The owner wouldn't take responsibility and apologize. So she attacked me as a person then had someone write another review to MOCK my original post. Its basically a fake engagement review and google should have it removed since the person is a liar and trying to get her business with a higher star reviews. I attached screenshots.

  Business Response

  Date: 07/17/2025

  Hi, 
  
  We apologize for any frustration the customer may be experiencing because of ********************** 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.
  
  Regards,
  ***
  The Google Support Team
  
  

• Initial Complaint

  Date:07/16/2025

  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.

  I'm being threatened and harassed by Google about being out of storage after deleting 6900 emails and countless personal videos and pictures. They want me to buy more storage. Im sick. I lost my job and my vehicle. I can not afford to buy storage. I have become dependent upon my Gmail. Now I wont recieve any emails soon. They want me to delete all my pictures and videos. I already lost a case against my former employer because I deleted pictures that were evidence. This is madness.

  Business Response

  Date: 07/19/2025

  Hi,
  
  We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************
  
  If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.
  
  For Account Recovery issues, we recommend checking 'Tips to complete Account Recovery steps' (*******************************************accounts/answer/******** for help.
  If your account is disabled please go to this page:  *******************************************messages/answer/40695
  
  Thanks,
  BBB Core team

• Initial Complaint

  Date:07/16/2025

  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 have tried to get rid of some of my old emails accounts that I have with Google and I have email and email for help on this and they won't help me if I don't pay a fee and I want to add folders to my account but it wont let me I'm disabled and I don't have a lot of extra for this stuff why can't you get better service with this stuff is there a law that will protect you from this type of behavior from big tech companies

  Business Response

  Date: 07/17/2025

  Hi, 
  
  We apologize for any frustration the customer may be experiencing because of ********************** 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.
  
  Regards,
  ******
  The Google Support Team
  
  

• Initial Complaint

  Date:07/16/2025

  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 received an email from Google advising that their Nest Aware subscription is going from $150 to $200 per year. I responded to their email stating: this is an unreasonable increase. There is no way that your overhead costs went up 25%, therefore increasing the consumers cost by that is amount is pure greed. I have five Nest cameras that will be useless if I do not agree to this price hike. This seems unfair.

  Business Response

  Date: 07/17/2025

  Hi, 
  
  We apologize for any frustration the customer may be experiencing because of ********************** 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.
  
  Regards,
  *****
  The Google Support Team
  
  

• Initial Complaint

  Date:07/16/2025

  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.

  Returning an unopened Google Pixel 9:- Original Order Date: May 24, 2025 - Return Date: June 4, 2025 - Package dropped off at *** on June 13, 2025 **** Tracking #: 1Z445Y318611307629)- Package received by Google on June 17, 2025 - Spoke with an agent (Jessy) via online chat on July 16, 2025 about the refund since it had been roughly a month and their policy is 14 days.- The agent told me that the package received was empty. They asked for "proof" that the box wasn't empty, despite the *** tracking showing a 1kg package.- To attempt to escalate the query, I called Google on July 16, 2025 to follow up on the refund. Same response from their CS agent (*****).- ***** asked if I have a photo of the phone in the box I shipped. (which doesn't prove anything, but I don't). He then told me I need to go to *** and get a physical receipt from *** and to call back when I have that.- I'll be going to *** today to see if they're able to pull up any details around the package, regardless, this is a fairly common thing that happens with Google returns after looking online.Any assistance here would be greatly appreciated!

  Business Response

  Date: 07/16/2025

  Hi, 
  
  We apologize for any frustration the customer may be experiencing because of ********************** 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.
  
  Regards,
  ******
  The Google Support Team
  
  

  Customer Answer

  Date: 07/16/2025

   
  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.

  On the fourth attempt to follow up with the return, I got a CS agent who was able to assist me with the situation.  That said, the experience of needing to contact CS four times and them putting the onus on me as the customer to provide proof for an error on their side not only wasted my time, but valuable time for other customers trying to contact CS.

  Sincerely,
  
  *********** **********

• Initial Complaint

  Date:07/15/2025

  Type:Billing 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 in serious ill health and have been trying for over 6 months to cancel my Utube account. I have written letters, tried stop payment on my auto pay, on and on for over six mouths to no avail. I no longer have a computer so I am limited. Ive been told by Google my account has been cancelled however they continue taking money from my account. I am in need to cancel this account.

  Business Response

  Date: 07/16/2025

  Hi,
  
  We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************
  
  If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.
  
  To get in touch with our ******* team directly about a paid membership or purchase, please contact us via this page: *******************************************youtube/gethelp
  
  Thanks,
  BBB Core Team

• Initial Complaint

  Date:07/15/2025

  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 created a new Google account today because I wanted to stop using my old one. In the future, I'm hoping to delete my old account. I requested to have all of my Google Play purchases (apps and books) transferred to the new account through the customer support center. After following the instructions of the support agent, I was informed that my transfer request was denied. The reason provided was that the payment method was not identical across the two accounts. I was also told that even if I update the payment methods to be matching in the two accounts now, I will still be denied. I think this is unreasonable, since there was no mention beforehand that transfers could be denied (and that the transfer request can only be made once), and I don't see why someone setting up a new Google account would add multiple payment methods all at once (so that the payment methods are identical as the old account). I even have the same card added in both accounts, just that the old account has more payment methods. The support agent told me there's absolutely nothing she can do, and no one else I could talk to about the situation or to appeal the denial. Now I am faced with making the decision of either buying all of the apps and books again on my new account, or continuing to use the old account that I don't want to use anymore. Given that there is a way to transfer all Google Play content to a different account, I find this type of denial and the fact that you can only request once unreasonable.

  Business Response

  Date: 07/16/2025

  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,
  Tory
  Google Support Team
  
  

  Customer Answer

  Date: 07/16/2025

   
  Better Business Bureau:

  In reference to complaint ID ********, the business ended up reaching out to me afterwards to tell me they completed my request. I find that the resolution is satisfactory to me.