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

• 

  DoubleClick Inc.

  450 West 33rd Street New York, NY 10001

• 

  Google, LLC

  340 Oliver St Newark, NJ 07105-2509

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: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.

  Channel URL: ******************************************************** We started back in 2011, and over the past 13 years we have gained more than one generation of fans from different countries. Many of them have children, and they re-watch the seasons of the series over and over again. There were no active warnings (strikes) on the channel. The channel was deleted immediately. We assume that this is due to violations of the rules regarding products that are subject to special laws. In the last video POSTED, there was an episode about a telegram bot linked to a casino, as part of an artistic fiction (although it might seem like it was promoting gambling sites). There were similar episodes in several other videos, but these videos were never published and were in the "link access" status, apparently, the ** considered that these were multiple violations. Although there were no active strikes on the channel, the channel was deleted completely without warning. On 07/8/2024, an appeal was filed stating that the channel had been deleted, and we asked for access to the creative studio to remove the controversial videos. On 07/9/2024, a response came from ******* stating that upon re-checking, it turned out that the channel was indeed violating the rules regarding harmful and dangerous content. Probably because of the violent scenes (we assume about the knives in the frame). But this series is fiction and all the actions of the characters are a game of actors. How do we make a video quest? Example: **************************** There is an episode, at the end of which the viewer has a choice (for example, "go right" or "go left"), and then the viewer goes to another video. We used the "end screens" tool We released the first video quest 6 years ago and it consisted of 132 episodes. This is the largest video quest on ******* to date. This two million channel brought in more than tens of thousands of dollars. Please understand and reconsider the decision.

  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 ******* team directly about a paid membership or purchase, please contact us via this page: *******************************************youtube/gethelp
  
  Thanks,
  BBB Core Team

  Customer Answer

  Date: 09/04/2025

   
  Complaint: 23830811
  
  I am rejecting this response because: I already sent it, ticket numbers [1-5119000039880] and A2DSIYBIPJDS7DGFAR6Y7V365A.
  
  Sincerely,
  
  Dasha Levco

  Business Response

  Date: 09/11/2025

  Hello Dasha,
  
  Thank you for reaching out with your concerns.
  
  YouTube prohibits videos that encourage dangerous or illegal activities. We look at number of factors when reviewing this type of content and certain videos can remain on the site based on a number of considerations including, but not limited to, the following: if there is no immediate risk of serious injury or death, if the individuals involved are trained professionals, where the content is supported by appropriate educational or documentary information. We take great care when we enforce our policies and we try to allow as much content as possible on the site and still ensure that the rules are followed.
  
  Upon careful review, we found that its in violation of our Community Guidelines. We have terminated the account for repeated violations of our Harmful and dangerous content policies.
  
  Account terminations do not expire. Users whose accounts have been terminated are prohibited from accessing, possessing or creating any other ******* accounts. If your termination appeal has been rejected, then you will not be able to recover your account.
  
  For further information, please visit our Help **************************************** Team

  Customer Answer

  Date: 09/18/2025

   
  Complaint: 23830811
  
  I am rejecting this response because: The video was made for cultural humor purposes and did not involve actual gambling.
  
  Sincerely,
  
  Dasha Levco

• 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
  
  

• Initial Complaint

  Date:09/01/2025

  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 have a Pixel 7a that was a part of a recall for a battery defect. I fought with the support team for several months on and off, until they finally said I would receive the money via a company called *********** of today no money has entered my account, and ******** has no recorded transaction history. I have no idea what to do, have an unusable fire risk of a phone. My friend recommended filing a BBB report against Google in an attempt to resolve the issue.I'm not sure if BBB can help me, but if you can I do have screenshots of parts of the transaction and can probably pull more up from Google.

  Business Response

  Date: 09/02/2025

  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

• Initial Complaint

  Date:09/01/2025

  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 have been charged $33.60 monthly for Google Workspace for 18 months but cannot access the service I am paying for. This represents over $605 in charges for unusable services.Cannot log into my Google Workspace account despite being a paying customer Login page displays my account name and email but becomes unresponsive Clicking "continue" or "use another account" does nothing - the page goes dead, issue persisted for months with no resolution Extensive efforts to resolve this through Google's official channels:Published support numbers are either disconnected or redirect to sales ************: Not in service ************: Routes to cloud sales, no longer takes support calls ************: Connects to Workspace but provides no meaningful help Online Support Impossibility:Google requires logging into Admin Console to get support Cannot log in due to the original problem - classic catch-22 "Live chat" is automated and unhelpful All troubleshooting articles require account access I don't have Continued Unauthorized Billing Despite active disputes with my bank:Financial Impact 18 months $33.60 = $605+ in charges for inaccessible services Active disputes filed with **************** Forced to implement stop payment orders Desired Resolution Immediate account access or full refund of all payments for inaccessible services Cancellation of service if access cannot be restored Cessation of all billing during resolution process Establishment of functional customer support for paying customers ************************ records showing 18 months of $33.60 charges Screenshots of failed login attempts Documentation of failed support contact attempts Active dispute claims with **************** A clear case of a company taking payment for services they do not provide, with no meaningful way for customers to seek resolution. The lack of accessible human support for paying customers is unacceptable business practice appears to be running automated billing without human oversight

  Business Response

  Date: 09/02/2025

  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:09/01/2025

  Type:Delivery 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 submitted a claim through google for my lost device my claim was immediately approved i waited a few days i did not receive tracking they happened ignoring my claim. I've spoken to someone everyday for almost 3 weeks. They are telling me they shipped the phone but they don't have a tracking number this is fraud illegal and not right I talked to them today 9/1/2025 and they're still saying that they ship the phone but they were fused to give a tracking number because they never shipped. The phone banana account is at Risk i been without a phone for over a month.I Contacted assurant the ***************** that is supposed to ship out the phone. And they told me they have not shipped out any phone because google fi is the one that submits the claim to them and then they ship the phone and they said google did not send them any information to ship the phone If they shipped the phone there will be a tracking number but they did not shipped the phone

  Business Response

  Date: 09/03/2025

  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:09/01/2025

  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 purchased a ****** for my 12 year old son one year ago. We returned the Fitbit after learning he had to be 13 to sync it to a device. In the process we we inadvertently signed up for annual auto renewal on a $135 service. Google owns Fitbit. The auto renewal reminder email went to my junk mail within my gmail account. I didnt see the email and we were charged a non refundable $135. Google sends the renewal reminders to peoples junk email folders knowing they will not be looked at and they can charge the renewal cost with no option to cancel and refund. They also know that whatever account was created 12 months ago has seen no activity. Shady business practice that barely skirts *******

  Business Response

  Date: 09/03/2025

  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,
  Sophie
  The Google Support Team