Complaints

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

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• 

  Google, LLC

  1600 Amphitheatre Pkwy Mountain View, CA 94043-1351

• 

  Google, LLC

  3400 Hillview Ave Palo Alto, CA 94304-1346

• 

  Google, LLC

  1600 Amphitheater Parkway Mountain View, CA 94043

• 

  Zagat

  76 Ninth Ave, 4th Floor New York, NY 10011-5225

• 

  Google

  85 10th Avenue New York, NY 10011

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:09/03/2025

  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 have a Google workspace account that was hacked. In the space of 10 minutes, the hacker managed to remove and replace my recovery email, phone number, backup codes, passkeys, and turn off Advanced Protection... gaining control of the account and locking me ****** a paying customer who probably spends tens of thousands of dollars each year on various Google services, I expected I'd get some semblence of customer support when reaching out to **********************. Instead, it was near impossible to reach out to them as I needed to be signed into a Workspace account to contact Workspace support. I contacted Google One and Google Ads (both of which I use and am subscribed to on my other Google accounts). They refused to help.After finally managing to open a ticket (Support Case ********), Google delayed locking my account allowing the hacker extended access. I later realised that they did not lock the account, but suspended it completely... even though they have spent the last 3 days asking me to verify various pieces of detail re my identity (all of which I completed immediately). This has included verifying domain ownership via DNS records and verifying general information and payment information about the account. And yet, I'm still waiting to hear back.This is a P1 security breach and Google Workspace guarantees that such breaches are to be resolved in under 4 hours because of their gravity. It's been 3 days now and I'm still waiting.Worse... Google has begun suspending my various apps linked to that account, including my ********************** Business Profile. I now worry that the sensistive and important client data I had in my Drive will also be erased and that my Google AdSense account will also be suspended.I cannot fathom how any company could treat its paying customers who ask for nothing 364 days a year like this on the rare occasion that they need support badly.This has been one of the worst experiences of my life and my mental health has suffered.

  Business Response

  Date: 09/04/2025

  Hi,
  
  We apologize for any frustration the customer may be experiencing as a result of Google Workspace products or a Workspace Support interaction. If the customer has already reached out through any of the Google Workspace Support channels, then we ask that they please share their existing Workspace Support Ticket with us, so that we can further investigate this internally.
  
  If the customer has yet to open a Workspace Support Ticket, then we would ask that the customer contacts us directly using the specified links below ***********************************************************. You can provide the Support ticket # after and we can ensure that its appropriately handled.
  
  Thanks,
  BBB Core Team

• Initial Complaint

  Date:09/03/2025

  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 first reached out to Google Fiber in February of ***************************************** postal mail, and that I am not interested in their services. They have told me multiple times they would take care of this, and it takes about a month. It has now been 7 months, and I have received 7+ additional postal mail pieces from them, including one in the past 2 weeks. They are NOT removing me from the system as I have asked, so this is now becoming harassment. Stop sending me postal mail!!!

  Business Response

  Date: 09/04/2025

  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 Fiber team directly, please contact here: *******************************************fiber/answer/2457687
  
  Thanks,
  BBB Core Team

• Initial Complaint

  Date:09/03/2025

  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 filed a claim with Google's protection plan as my phone's fingerprint reader was malfunctioning and would intermediately stop working. After contacting a representative through Google Chat we were able to order a replacement phone by mail. Originally I was told to send my current phone in for repairs or visit a local shop to fix it. I do not have a backup phone for use and did not feel comfortable having my phone taken apart in case the issue got worse. Since this was not the original option offered, a temporary hold was placed on my credit card in the amount of $1,947.42 to ensure my current phone was sent back. I was told that my current phone would need to be sent and received to Google within 21 days or the charge would go through on my card. After receiving my new phone on 08/27, I placed a screen protector and case that I just bought to prevent any accidents. I go to activate my phone and I'm shown I need to provide a Google Work email address to finish set up. I do not have a Google work email, and I am not a Google employee. I was somehow sent a Google Work phone instead of a personal phone. After two phone calls, a support ticket being submitted and being bounced around from department to department, I was told this morning, 09/03, that the Google Work Support Team cannot assist me and to "contact the merchant". I am thoroughly confused as I did not go through a merchant! This was a phone sent to me by Google!! I was treated as if I was speaking nonsense and I'm very disappointed that not only am I unable to get the new phone unlocked for personal use, I am still without a replacement phone and I'm out money spent on a new screen protector and case. I am left with no choice other than to send the new phone back to Google in order to avoid the charge on my credit card. This was a terrible experience and I expect a proper phone sent to me. Please resolve this. I attached images of the original fingerprint error and the screen to set up the work phone.

  Business Response

  Date: 09/04/2025

  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,
  Hannah
  The Google Support Team
  
  

• Initial Complaint

  Date:09/03/2025

  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.

  Summary of program Google has determined that certain Pixel 6a phones (Impacted Devices) require a mandatory software update to reduce the risk of potential battery overheating which could pose a risk to users. The update will enable important battery management features that will reduce battery capacity and charging performance on Impacted Devices after the battery reaches 400 charge cycles.All Pixel 6a devices will receive a mandatory automatic software update to Android 16, with roll out starting July 8 2025, but only Impacted Devices will receive the battery management features. Some users will see changes sooner than others, because the battery management features activate only after an Impacted Device reaches 400 charge cycles.We want our customers to have the best possible experience with their products, so users of these Impacted Devices are eligible for support options from Google based upon country of purchase, location, and warranty status, subject to our terms and conditions below. Not all Pixel 6a devices are impacted by the reduction in battery capacity and charging performance. If your device is not impacted, your battery management features will remain the same as before, and you will not be eligible for these support options under this program.I was eligible due to the faultiness of my pixal 6a battery issue. The batter is expanding and Google has acknowledge the phone is not safe to use. I used $150 to purchase a replacement phone the pixal 8 pro. But I returned the pixal 8 pro and requested to use the code for a smaller phone the pixal 8 or 9. I have not received a reply from Google since making this request

  Business Response

  Date: 09/04/2025

  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,
  Victoria
  The Google Support Team
  
  

• Initial Complaint

  Date:09/03/2025

  Type:Customer Service 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 for my client, Regal Window Cleaning, who is trapped in a Google Business Profile verification loop.Our verification was rejected for "no permanent signage." We are a Service Area Business (SAB) that travels to customers. **********************'s own policy (******************************************************************) explicitly states SABs do not need signage. Google is violating its own rules by incorrectly applying brick-and-mortar criteria to our business.This creates an impossible catch-22. When we contact support to correct this error, our tickets are automatically closed because our profile isn't verified. We cannot fix the verification issue without support, and we cannot get support without being verified. We have already submitted our business license and a video as proof.Our rejected support cases are [2-0632000039392] and [2-3575000039755].My client recently purchased this business and is losing critical revenue daily by being invisible to customers on ********************** Search and Maps.Desired Resolution: We request an immediate manual review by a qualified specialist who understands SAB policies, leading to the prompt verification of our profile based on the evidence already provided.

  Business Response

  Date: 09/04/2025

  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: 09/05/2025

   
  Complaint: 23832151
  
  I am rejecting this response because:

  As I wrote in my complaint, the reason I had to go this route is that I couldn't get help from the traditional methods. Additionally, as I wrote in the complaint I provided the tickets. I have put the original complaint below as a reminder. 

   

  I am filing this complaint for my client, Regal Window Cleaning, who is trapped in a Google Business Profile verification loop. Our verification was rejected for "no permanent signage." We are a Service Area Business (SAB) that travels to customers. **********************'s own policy (******************************************************************) explicitly states SABs do not need signage. Google is violating its own rules by incorrectly applying brick-and-mortar criteria to our business. This creates an impossible catch-22. When we contact support to correct this error, our tickets are automatically closed because our profile isn't verified. We cannot fix the verification issue without support, and we cannot get support without being verified. We have already submitted our business license and a video as proof. Our rejected support cases are [2-0632000039392] and [2-3575000039755]. My client recently purchased this business and is losing critical revenue daily by being invisible to customers on ********************** Search and Maps. Desired Resolution: We request an immediate manual review by a qualified specialist who understands SAB policies, leading to the prompt verification of our profile based on the evidence already provided.

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

  Business Response

  Date: 09/12/2025

  Hi *******,
  
  Greetings from Google Business Profile Support!
  
  This email is in reference to your concern about completing the verification process for your business profile Regal Window Cleaning, ******************************************************************************************************
  
  Upon checking, we noticed that your business profile is already verified. But, it has been registered with an address. 
  
  You mentioned that the business is operating as a "Service - Area business" in which no one is visits the office location. 
  
  To prevent the business profile from being taken down, please hide/remove the address from your business profile. Manage your service areas for service-area & hybrid businesses. 
  
  Regards,
  Google Business Profile Support
  

  Customer Answer

  Date: 09/18/2025

   
  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:09/03/2025

  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 filing this complaint against ******* (Google LLC) regarding their mishandling of my paid subscription for ******* Premium.On 08/31/2025, ******* successfully processed and collected my payment for a Premium membership. However, despite the payment being confirmed, my account has not been upgraded to Premium status. I continue to experience commercials on videos, and the promised benefits of the subscriptionsuch as ad-free viewing, background play, and offline downloadsremain unavailable.This situation is unacceptable and misleading. I fulfilled my obligation as a paying customer by authorizing and completing the payment, yet ******* has failed to deliver the contracted service. To make matters worse, there has been no adequate resolution through their customer support channels, which only prolongs the inconvenience and leaves customers without the services they paid for.This raises serious concerns regarding *******s billing practices and commitment to honoring consumer agreements. Charging customers without providing the promised service is deceptive and violates basic standards of fair business practice.Resolution Sought:1.Immediate activation of my ******* Premium membership as paid for.2.Full refund of the subscription fee for the period where the service was not provided.3.Assurance that corrective measures will be implemented so that customers are not subjected to this same issue moving forward.I am requesting the BBB to review this matter and assist in holding ******* accountable for failing to deliver services that customers have rightfully paid for.

  Business Response

  Date: 09/04/2025

  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:09/02/2025

  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.

  When looking at new phones on the Google Fi shop, I clicked on a banner that offered a free or discounted phone if I ADDED A LINE to my account, as well as a discounted phone for the new line. I followed their prompts, during which I was asked if I was transferring or adding a new line and I selected adding a new line. Then it prompted me to pick out a new phone for the new user, at a discount. After receiving and activating the phone, I received an alert that said the promotion was only for transferred lines and I would not receive a discount for my line and they would charge me the $300 discount I had received on the phone I ordered. The verbage of the promotion stated "add a line" and I clicked the option that I was not transferring a line before the transaction was complete but nowhere did it stop me or tell me I would not receive the promotion. The customer service agent pointed to some fine print about it, but there was nothing in my initial agreement or their advertising...it was a total bait and switch. On top of that, they are trying to charge me more for the "discounted" phone than it's retail value. I have never experienced anything quite like it.

  Business Response

  Date: 09/04/2025

  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:09/02/2025

  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 been a Google Fiber customer for a while. We have had ********************** Fiber since we moved into our home in 2021. At the time we had the internet modem/router installed in a bedroom on the side of the house that I was using as an office. We are now expecting a child in November and that room will become the nursery. I have moved my office to the other side of the house off the garage. My wish is to have the modem/router moved to the living room for multiple reasons. 1. We will be renovating the nursery where the modem currently is and are worried about damage. 2. My wifi reception in my office is not the greatest and having the modem in the living room and central part of the home would be more ideal. I've spoken with Google Fiber three times and they have stated they will not move the modem/hookup unless it is damaged and doesn't work. I find that backwards as I want it to be moved before damage occurs. I work from home and don't want the internet to go down because of something we could have prevented. My wish is for Google Fiber to come move the modem/hookup. I have also told them that the fiber line is exposed in my yard and needs to be re-trenched to bury it deeper. Nothing has been done yet.

  Business Response

  Date: 09/02/2025

  Hello,

   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 *******************************************************************************175pj64*_gcl_au*MTM1NjUzMTE4My4xNzU2ODQzODA1

  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:09/02/2025

  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 purchased a Nest Thermostat (4th Generation) on April 27, 2025 for $279.99. I didn't get around to installing it until August 12th - I had an HVAC technician install it. When I set the new thermostat to cool, it keeps cutting off after 1 minute, even though it's hooked up properly. I informed Google Store customer care, and we troubleshooted the issue. They decided to *** and send me a brand new one.The new one doesn't work as well. They told me I cannot return and get my money back because it's past 15 days. Now they keep sending me RMA replacements and they all have the same problem (they've sent me 3 replacements so far). I just think it's ridiculous that they haven't even offered me store credit. I know it's hooked up properly because I have the old version of the Nest thermostat and it works perfectly fine. I would like my money back or store credit in full. It's not fair that I can't return an item that doesn't work.

  Business Response

  Date: 09/04/2025

  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,
  Tory
  Google Support Team
  
  

• Initial Complaint

  Date:09/02/2025

  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.

  Google has zero way of contacting them for charges on a credit card. I have a charge from Google for ******. ****** charges me directly. I don't have an order number just charge. I can't email them without the order number. It's ridiculous to have a company this size and no way of contacting them. I want them to stop billing me but can't talk to anyone. I could get a new card number but that won't help. They don't take phone calls

  Business Response

  Date: 09/03/2025

  Hello, 
  
  We apologize for any frustration you may be experiencing as a result of Google products or support. For the best and fastest support for your concern, we encourage you to contact us directly using the specified links below.
  
  If you have already reached out through Google Support channels, we ask that you share your most recent support inquiry ID, so we can further investigate. Thank you.
  
  For additional products and information, please contact us at **********************************.
  
  Thank you,
  Google Support Team