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

  111 8th Ave New York, NY 10011-5201

• 

  Zagat

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

• 

  Google

  85 10th Avenue New York, NY 10011

• 

  Google, Incorporated

  1101 New York Ave NW Ste 200 Washington, DC 20005-4295

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:08/29/2025

  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.

  On July 7, 2025, I purchased a year of recording service for Google Nest door camera for $159.90 and it worked fine. Exactly one month later it stopped working and everything that had been previously recorded was gone. I called customer service and they were no help. I asked that service resume for the next eleven months that was already paid or pro-rate the balance and return the money. The customer service *** seemed bewildered and was not helpful. She did state she "send it up for an answer". That was over three weeks ago and I have not received any response.

  Business Response

  Date: 08/30/2025

  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 Nest team directly, please contact us via this page: *******************************************googlenest/gethelp
  
  Thanks,
  BBB Core Team

• Initial Complaint

  Date:08/29/2025

  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.

  In August 2024, I paid for a subscription for an application available through the Google Play store. The app was an e-card provider called card snacks. I paid the the e year's subscription fee on full. On August 27, 2025, I received an email that my subscription was renewed and my credit card had been charged ***** as of August 20, 2025. This was the first and only notice I received about renewal of this subscription. I immediately canceled the subscription, and I filed a refund request with Google Play.Their refund system is awful. It provides no ability to add comments, and the only option provided that was remotely close was that I didn't want it. Google reviewed my request and denied it due to the terms of their refund policy. Google provided no method to further dispute the decision or the charge. This is terrible in many respects. 1) I was given no advanced notice to review before being charged. 2) I wasn't notified of the charge until 7 days after it hit my credit card. 3) I have no mechanism to tell Google what happened, so denied me on grounds that I just didn't want the item.I work in finance. If we charge someone without clear advanced notice, we go to jail. And if a customer cancels something immediately, it gets refunded. End of story. This is **** poor by Google. I'd like a refund, but this isn't about the money. This is awful service.

  Business Response

  Date: 08/30/2025

  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:08/29/2025

  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, what I believed to have canceled *** Sunday ticket. The image shows expiration date. Expiration, to me, means ended, finished. Google did not have a renewal date posted, or I would have canceled again. They not only charged me, but overcharged me by 100 dollars. Their renewal states 379 with *********** which I clearly have. I have contacted them numerous times, with zero replies from Google. Please help me get a refund, if not in full, then the 100 dollars Ive been overcharged. I would also like *** Sunday ticket canceled from any future renewals, since apparently, expired with no listed renewal date doesn't mean what it states. Thank You for your attention to this matter.

  Business Response

  Date: 08/30/2025

  Hi,
  
  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 the ********** support team via phone, chat, or email, 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.
  
  Thanks,
  BBB Core Team

• Initial Complaint

  Date:08/28/2025

  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.

  The gym I belong recently is switching it's billing. It is making difficult to update the Live Better Fitness App since it is found in the google play store, I cannot do an update.

  Business Response

  Date: 08/29/2025

  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:08/28/2025

  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.

  On August 28th, I have purchased two $100 Google Giftcards through ******'s giftcard store. After receiving them, I redeemed it to my account (same as the email address listed for this complaint) and had no issues redeeming it. However, when I tried to use the balance on a game that I am playing through Google Play Games Beta (PC), it gave me a code with OR-HDT-01. I filed a form as requested but was given a response saying that I need to wait couple days at the minimum to have the issue fixed to use my own money. I provided the case ID to this complaint for tracking and also attached receipts from ****** proving that I am the one who purchased those giftcards.

  Business Response

  Date: 08/29/2025

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

  Customer Answer

  Date: 08/29/2025

   
  Complaint: 23811734
  
  I am rejecting this response because: there is a case open with ID ***************. Please review and resolve this matter.
  
  Sincerely,
  
  ****** ***

  Business Response

  Date: 09/11/2025

  Hi team,
  

  Thank you for contacting Google support.
  
  We understand the customer redeemed a Gift card in their account but cant utilize the balance due to an error. We regret any inconvenience that this may have caused the customer.
  
  Weve investigated the issue and resolved it. The customer should now be able to spend their Play balance as usual.
  
  Thanks!

  
  

  Customer Answer

  Date: 09/19/2025

   
  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:08/28/2025

  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 a subscriber to ******* TV for many years , I am also a subscriber to the *** Sunday Ticket. ******* *** Sunday Ticket billing date for 2025 season is on August 3 2025 , prior to this date I checked my subscription page on my Google account and it showed " Next season Automatically renews August 3 2025 at $398 per year. That was fine with me. After August 3 2025 I was charged $475.00 to my credit card. I contacted ******* about the discrepancy of the chargers. I have record of the chat transcript and screen shot of my subscription page showing August 3 2025 at $389. *** is chat told me the 2025 season is $475 not $389 , I asked him to refund me the difference as I still wanted the service. He said no it would to go to a higher up and they refunded me the $475 on my card. My issue is they told me one price $389 and then charged me another price $475. Even today on my membership page it says $378 for returning customers which I am.

  Business Response

  Date: 08/29/2025

  Hello *******,

  We apologize for any frustration you may be experiencing as a result of ******* products or support. For the best and fastest support for your issue, we encourage you to contact us directly.
  
  
  To get in touch with our ********** team directly, please use this page: ************************************************************
  
  
  If you have already reached out through this page, we ask that you please share the existing Case ID, so we can further investigate. 
  
  
  Thank you,
  Google Support Team
  
  

• Initial Complaint

  Date:08/28/2025

  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 was a ** partner, and they terminated me from the program saying I velated a policy on reused content. All of my content is new and made solely by me, I went through the steps of appealing it and they denied the appeal saying I violated another policy instead. I contacted support asking what policy it was as nowhere in the feedback does it say, literally just says another policy. *** reapplied an appeal just to get it denied again and again no feedback on what policy they are supposably saying I violated. How am I supposed to fix the issue if you won't tell me what the issue is??? literally all I wanted is to know what the issue is so I can fix it, and no one can tell me that!

  Business Response

  Date: 08/28/2025

  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:08/27/2025

  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 contacted ******* TV to discuss option for discounted monthly rate given advertisements I have seen for new customer promotions and retention promotions. I spoke to *** w customer relations and they were incredibly kind. They shared their understanding of my frustration and communicated with their manager. The offering was a $10 discount for a finite period of time. So I further inquired about the retention offerings and was told under no circumstances could I have a retention offering. Herein lies my frustration..I have been a customer for YEARS and have tolerated the continued price hikes, never complaining. Now I see the offerings for new customers.well, what about the customers who have been loyal? Wheres the thanks for that loyalty? Seemingly, it feels like they do not care because we are already a customer paying the increased rates. I truly feel this is poor customer service and conveys a message that loyalty counts for nothing and they just want our money. I understand its a business, however, I want them to understand this is incredibly unfair and just, well, its a racket.

  Business Response

  Date: 08/28/2025

  Hi,
  
  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 the ********** support team via phone, chat, or email, 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.
  
  Thanks,
  BBB Core Team

  Customer Answer

  Date: 08/28/2025

   
  Complaint: 23808228
  
  I am rejecting this response because:
  
  I reached out to YouTubeTV/Google directly yesterday and provided that information within the actual complaint. I was told there was nothing else they could do for me besides offering the $10 discount for 6 months. I was told there are no retention offerings for established and loyal customers. I was not satisfied with that response so I filed this claim. 
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 09/05/2025

  Hi there,
  
  Thanks for raising this to our team. .I'm sorry to hear that you feel your continued business with ******* TV is not appreciated.. A Support Specialist from the ********** team will reach out to you in 24 - 48 hours so we can sort this out. We look forward to resolving this case.
  
  Regards,
  The ******* Team

  Customer Answer

  Date: 09/17/2025

   
  Complaint: 23808228
  
  I am rejecting this response because: a specialist did reach out to me and their offer for a credit to my account is unacceptable. I asked for a retention offer, such as all the offers they are offering new customers, some of which are for more than one year. A credit to my account, for my years of loyalty? Its insulting..
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:08/27/2025

  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 am locked out of my Google account due to their ****** verification. There is no way for me to contact anybody to get help on this issue. I need my email for work and for my contacts but now I completeley locked out of my account. There is no way to get access to any human beings at google without paying for Google One.

  Business Response

  Date: 08/28/2025

  
  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
  
  

• Initial Complaint

  Date:08/27/2025

  Type:Billing 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 was wrongly charged by google after a free trial which i decided not to pay for and their support system ***** so bad I cant even get to talk to support to get my refund. Their system is flawed, they keep directing me and taking me around circles honestly feels like a theif deflecting in order for someone to give up so they can get the money.

  Business Response

  Date: 08/28/2025

  
  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: 08/28/2025

   
  Complaint: 23805329
  
  I am rejecting this response because: I was never given any option to contact youGoogle directly. Your system is flawed and after research for hours i discovered the only way to contact support and have someone speak to me is by having an Admin account with ********************** workspace, the same service that deducted money from my account a month+ after free trial expired. Its like a slap in the face to even say reach out when the means to reach out are blocked. To make things worse, when i try to log into to the so called Workspace console admin your flawed system does not even allow me to login. I really do need a refund after the frustration your system and incompetence has caused and I hope it can be done soon.
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 09/19/2025

  Hi,

  Our dedicated specialists team is currently working on your case and we are in continual communications with them to monitor the progress of the issue.

  However, this is taking more time than usual. We request for more time so that we can explore all possible solutions and provide the best solution.

  Your patience is appreciated while we work for a resolution for you.

  Regards,
  BBB Core Team
  

  
  

  Customer Answer

  Date: 09/19/2025

   
  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. I will wait for them to work on the issue for now as they have asked for extra time but i still do need my refund not just kind words.
  
  Sincerely,
  
  ******** ****