Skip to main content

Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
Business Profile

Internet Services

Google, LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

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

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.

    Country
    Please enter a valid location.

    Customer Complaints Summary

    • 9,227 total complaints in the last 3 years.
    • 3,353 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/11/2022

      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.
      Account: ********************* (@HomeIT)Google My Business Maps Link: **************************************************'@HomeIT'/@28.6448731,-81.4118328,15z/data=!4m5!3m4!1s0x0:0x9098ece138f582bd!8m2!3d28.6448731!4d-81.4118328 For the past two months I have been unable to save the link for my business website *********************** or *************************** to my business profile.I've had dozens of interactions with multiple support techs by chat and email and none of them have been even remotely helpful. They simply do not understand the issue and refuse to listen when I tell them (with proof) that their solutions are wrong. I have confirmed that there is no crawling or indexing issues with my site and also no copyright issues (as was wrongly suggested multiple times by support techs to be the cause). My site (***********************) shows up in google search. It just will not allow me to save the link on the Google My Business Page. When I attempt to save the link, it will say the edit was successful but the area where the website link should be remains blank and it still says "add website".The only thing it lets me do is save a link for my site as my host's subdomain address (*******************************). I just recently found this out and made the update. Although this directs customers to my website, this is not a fix to the issue.I would still like an explanation and a fix for this. The fix being I would like to be able to save the link for the correct URL, either *********************** or ***************************. Please don't tell me that your "engineers are looking into it." You give me the same BS with every ticket I open with you. There has to be someone in your organization that has the knowledge to diagnose and fix the problem in a timely manner. It has been MONTHS. Please fix this.These are the six case IDs I've filed related to this issue. 5-1313000032958 3-4403000032939 6-0346000032966 0-6129000033270 3-4492000033295 9-0975000032426

      Business Response

      Date: 10/12/2022

      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 My Business team directly, please contact here: **************************************************************************** Please remember to provide the email that owns or manages the *** 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: 10/18/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      More evidence that Google doesn't even read these complaints. I provided multiple case IDs. Here they are again: 5-1313000032958 3-4403000032939 6-0346000032966 0-6129000033270 3-4492000033295 9-0975000032426

      Business Response

      Date: 11/03/2022

      Hi,

      Thanks for bringing this to our attention. I've reviewed the cases and it seems that our team would like fresh screenshots of your attempt to edit the information.

      If you can provide step by step screenshots of the information before and after, it will be extremely helpful.

      Kindest regards,

      The Google Business Profile Support Team

      Customer Answer

      Date: 11/08/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      I don't want to risk any more damage to my business profile by attempting any more edits to the business webpage url link. It has already been suspended once, simply due to me trying to troubleshoot this issue with your support with similar requests.

      What I am asking is very simple.

      Right now it will not allow me to edit my business website to ***********************. It will only allow me to edit to ******************************* (which redirects to *********************** but looks unprofessional from customer standpoint.)

      There is some type of issue on google's end with the specific url '***********************' even though it has been confirmed multiple times that there is no indexing or any other problems with the url.

      I just want you to change it on your end (for my business profile link to my website)
      ******************************* > ***********************.
      Simple. Easy. Please just do it.

      Business Response

      Date: 11/19/2022

      Hi,

      I understand your frustration you may be experiencing as a result of Google products or support.

      Our requirement is that you please provide step by step screenshots attempting to make the edits and share your screenshots on the ongoing case ID you have with our support team.

      Our support team will review your edits and provide the best and proper steps for moving forward. Additionally, this is just a suggestion but I recommend removing the ********** when submitting your links it might help.

      Also, you can check out this support article which can help guide you through next steps. *********************************************************************************************************

      Please also make sure to review our policies here: ***************************************************************************************************************************

      Once you've taken the steps outlined above and reached out to your existing case ID with the updated screenshots let us know and I'll ************** the case as well. If there's something we can do in addition to the teams troubleshooting steps we'll be sure to let you know.

      Kindest regards,

      The Google Business Profile Support Team

      Customer Answer

      Date: 11/23/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      My position has not changed since my reply on 11/10/22. The last time I attempted to change by business url link to the correct url, orlhometech.com, you SUSPENDED my business profile. And it took me weeks to fix that, and I lost business due to this. Please just make the fix on your end. I know this is within your capabilities. orlhometech.netlify.app --> orlhometech.com.
    • Initial Complaint

      Date:10/10/2022

      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 had returned my product on Sept 20 (2022/09/20). To this day I haven't received a refund for order ****************** which should've been $1, 049.77 (CAD). I've contacted numerous times and each time I was told to wait 24-48 hours where their "specialist team" would contact me based on this situation. It's been 19 days ( and counting) since I've returned the product and still no refund.

      Business Response

      Date: 10/28/2022

      Business Response /* (1000, 5, 2022/10/11) */
      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 Pixel team directly, please contact us via this page: https://support.google.com/pixelphone/?hl=en#topic=9153446.

      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 https://support.google.com/

      Thank you,
      ******
      Google Support Team
    • Initial Complaint

      Date:10/10/2022

      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.
      Google Fi promised free 3 months of service. I was excited for this deal and the ability to demo the service, and applied. Later on they stated that I would need to pay the entire cost as I was not transferring an existing phone number, an incredibly large stipulation hidden within a lengthy contract. I immediately cancelled my service and reached out to google for a refund due to the malicious and disgusting strings attached, but a portion of my money was kept regardless. I pressed to reach supervisors and escalated, but even though customer service admitted the situation was wrong they did not refund the full amount.

      Business Response

      Date: 10/11/2022

      ********************,

      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 Fi team directly, please contact us via this page: *****************************************************

      If you have already reached out through Google Support channels, we ask that you share your most recent support inquiry ID, so we can further investigate. Thank you.

      For additional products and information, please contact us at *******************************************

      Thank you,
      ******
      Google Support Team

      Customer Answer

      Date: 10/17/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      This response does not provide any assistance or answers. I have already contacted and attempted to work with support, chat ID ***************.

      Google Fi needs to confirm they will be fully refunding me for me to be satisfied.

      Business Response

      Date: 10/26/2022

      Hello BBB Team,

      Thank you for bringing this user's issue to our attention. We have reviewed their complaint and we see that the user signed up with our "Get three months on any Google Fi Unlimited plan at no cost for Local Guides. For new users only" promotion. As per the terms of that promotion found here:
      **************************************************************************************************,

      "You must bring/transfer your number to Fi while signing up for Fi. Numbers ported in must be from carriers that have calling, voice and data services. Fi-to-Fi number transfers are not eligible.
      If you choose to get a new number, you will not be eligible for the three month credit."

      The user did not meet the terms since they had a new number assigned to the account. As a result, they were billed the monthly amount. The user canceled their service before their credit card was charged. As a one time courtesy, we have processed a credit to clear the remaining balance on the account.

      As the user's issue has been resolved, we ask that the BBB close this case.

      Thank you,
      The Google Fi Support Team

      Customer Answer

      Date: 11/01/2022

      (The consumer indicated he/she ACCEPTED the response from the business.)
      I was refunded and personally satisfied, but sincerely hope google fi updates their system to quit this obnoxious loophole and fine print and not mislead future customers
    • Initial Complaint

      Date:10/10/2022

      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 short a package worth around **** was stolen (That i didn't want) keep it mind this package was not delivered to my residence #1 because i wasn't home (i was in college) #2 i didn't want to purchase it i left it in my cart and forgot about it) so i wanted it to be returned back to sender 3# they took my fafsa money haha (crying) This is the situation i wanted to cancel this order since my nephew ordered this on my laptop without my consent managed to cancel the small order on time but failed to cancel the big one my plan was to refuse delivery (great plan) WELL its wasn't because it goes to a checkpoint instead of a *** facility and just anyone can grave the package there! Anyways i wasn't aware of this at the moment i thought everything was fine and the package was on it's way back to google. Why? Because they literally returned my money to my account so i thought everything was fine they go their product i have my money we're both happy right?! WRONG! it says received by "*****************************" which supposedly is me?! I asked them if they get a signature they said no since the person had an ID wtf anyone can make a fake ID nowadays. That's not even the problem what bothered me the most is Google's customer service!!! it's none existent they literally are no help and expect you to figure it out yourself! They avoid the issue altogether they wanted me to file and unauthorized purchase doc for a stolen package which has nothing to do with my issue at the moment but I gave google the benefit of the doubt right I said to myself maybe they will help after file this document. THEY DIDN'T! customer service ended the chat multiple times and also sent me return labels WHEN I DONT EVEN HAVE THE PRODUCT! Reason i am so frustrated with GOOGLE this very moment is because this isn't a small purchase this is a big incident which should be handled as such it should be investigated! OH YEAH and they also wanted me to call *** to file a claim when that's the shippers responsibility.

      Business Response

      Date: 10/11/2022

      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: 10/17/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      "case id ***************"
      Order number: GS.2476-9152-6576
      Tracking info
      #1ZR642343510423676

      customer service doesn't help I just need some clarity I'm left with no money or product currently have less trust in Google's brand.

      if this is how google treats their customers I don't think I will purchase from them anymore.

      See Attachment/File: transcripts101.docx

      Business Response

      Date: 11/07/2022

      Hi BBB,

      I had reached out to the customer back on Oct 27, 2022. I'm awaiting for their response.

      Regards,
      *******
      The Google Support

      Business Response

      Date: 11/07/2022

      Hi,

      Your issue has been escalated to the best experts possible for further investigation.

      Our specialists are currently working on this case and should provide an update as soon as they have some new information.

      We ask the BBB to provide us more time while we work for a solution.

      Your patience is appreciated while we work for a solution.

      Regards,
      *******
      BBB Core Team

      Business Response

      Date: 11/10/2022

      Hi BBB,

      The customer had received their package, I'm closing the loop here.

      Regards,
      *******
      The Google Support Team

      Customer Answer

      Date: 11/10/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      One thing is to reach out another thing is to actually assist the customer which they never do all they do is reach out to tell you they aren't going to do anything to help it's silly. I already reached out countless times as well I am not one to repeat myself. I live a busy live I both own a business and attend school so I don't really have time to go back and forth but what I do have is information on how google deals with its costumers and I'm going to keep sharing this information to the media and public until my problem is solved and I know IM NOT the ONLY person having these issues there's so many groups on ******** , Reddit sharing the same issues you could see based on my images and google doesn't help these consumers or me for that matter and we are going to keep creating noise until google finally helps us.
      See Attachment/File: 1AF9127E-3C70-4332-A3C6-32153B97A655
    • Initial Complaint

      Date:10/10/2022

      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 bought 3 new phones from google with the intent to port over 4 lines to Google Fi. I was able to port over three of the lines except for my number. I have spent hours on the phone with google and **** and the issue is on Google's side. I requested my issue be escalated and now they only communicate with me via e-mail. This is taking too long they only respond about once a week. Google's suggestion is I get a new number. That is not what I was sold. I don't want to lose my phone number. I don't even know if someone is trying to get this issue resolved. I should not have to pay for two different service providers. Please help get my issue resolved. I suggested returning the phones and getting a refund. They said buyer's remorse has expired and now they are just ignoring me.

      Business Response

      Date: 10/20/2022

      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 Fi 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:10/09/2022

      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 purchased 4 Google Pixel 6 Pro Phones for $5300. On tracking it says that the package was unable to deliver + damaged. I spoke with an associate 2 weeks ago who said to wait ***** hours and they will provide a ************** has been 2 weeks with no response. Everyone keeps saying to just wait ***** hours.

      Business Response

      Date: 10/16/2022

      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/?hl=en#topic=9153446.

      Regards,
      *******
      The BBB Core Team

      Customer Answer

      Date: 10/19/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      My order was dropped off by a *** driver but now your team is denying me to receive shipping labels. It was not my fault that the process took so long and the return period ended. I am looking to just get shipping labels to return the product

      Order ID: *****************

      Business Response

      Date: 10/26/2022

      Hi BBB,

      Thank you for bringing this issue to our attention. I will reach out to the customer in Case *************** and keep you updated here. I will close the loop when we come to a resolution.

      Regards,
      *******
      The Google Support Team
    • Initial Complaint

      Date:10/09/2022

      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 a phone and computer connected to a Google account (********************) that was stolen about a year ago but due to 2-factor authorization cannot log in, and have not been able to log in for a year. I also have a recovery email account but have no idea how to utilize it to regain access to my old account.

      I would be happy to provide ID or other way to verify identity but would like access to old account please, thank you.

      Business Response

      Date: 11/30/2022

      Business Response /* (1000, 5, 2022/10/17) */
      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 https://support.google.com/

      If the customer has already reached out through Google 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' ***************************************************) for help.
      If your account is disabled please go to this page: https://support.google.com/accounts/contact/disabled2"

      Regards,
      Bhargav
      The BBB Core Team


      Consumer Response /* (3000, 7, 2022/10/19) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      If getting my account back was as easy as reading a one page article I would have it back already.

      Those articles are useless and do nothing to getting my account back nor using my recovery email.

      There is no way to contact support. Lazy response for waiting over a week.


      Business Response /* (4000, 9, 2022/10/25) */
      Hello,

      Thanks for Google Account Recovery request. We've sent an email to your contact email address with case ref #(****************. Please visit the link below for Tips to file an Account Recovery request.

      **************************************************


      Regards,
      The Google Team.


      Business Response /* (-10, 10, 2022/10/27) */
      Hello,

      Thanks for your response to our email. We've responded back to your contact email address with case ref #****************


      Regards,
      The Google Team.


      Consumer Response /* (4200, 12, 2022/11/01) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Received an email to recover ******************** email and Google DID NOT accept my VERIFIED recovery email of ***************************************** email.

      ..... Insanely ridiculous.


      Business Response /* (4000, 14, 2022/11/10) */
      Hello,

      Thanks for your response to our email. We've responded back to your contact email address with case ref #******************


      Regards,
      The Google Team.


      Consumer Response /* (4200, 16, 2022/11/16) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I tried multiple times; that link simply redirects to a login with another 2-factor authorization request which is futile. I literally had my phone and computer stolen a year ago and have since lost all ability to log in from them and have literally only had my old YouTube account on a smart TV for a year. I have a new phone # so I cannot use my old one.

      Why do I get "critical account security messages" on my VERIFIED RECOVERY EMAIL but I cannot be sent to use a link on that email to log in??????

      I AM SO CONFUSED WHY A SIMPLE LOGIN LINK CANNOT BE ISSUED TO A SUPPOSED "RECOVERY" email? What's the point of having it!
    • Initial Complaint

      Date:10/09/2022

      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 10/02/2022 my daughter signed up for what was advertised as a 7 day free trial for youtube tv. After completing steps to do so, $64.99 was charged to my card. Immediately after realizing the charge we tried to cancel subscription. Nowhere in the app or on the online site does it give you option to cancel subscription. Tried to find contact information for youtube tv or Google to immediately cancel subscription and could not find one. Only way to contact Google was to file a claim for which I did. My claim number was ************** which was done 10 minutes after charge on my card. Received an email back stating that it may take up to 7 days to review claim. Didn't hear nothing from them until today 10/08/2022 to which they denied my claim. During these 7 days while we waited for a response to the claim youtube tv was not available to watch either.

      Business Response

      Date: 11/01/2022

      Business Response /* (1000, 5, 2022/10/16) */
      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 https://support.google.com/

      If the customer has already reached out through Google 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 YouTube TV team directly, please contact us via this page: https://support.google.com/youtubetv?hl=en#topic=7071745.

      Regards,
      *******
      The BBB Core Team
    • Initial Complaint

      Date:10/09/2022

      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.
      Google ** 1. did not send me my rebate on my google ***** that I traded in. $300
      2 They did not give me my credit when I signed up. $300 plus
      3 I just got a new phone and was trading in my old *************** They did not send me the trade in box but instead when i looked at it they said they sent it and received it. So not sure where or who they sent it to but they could not tell me.
      4 I asked them to update my device protection. They did not nor even tell me how to. Instead, they have been charging me for device protection, on the phone that was traded in for the length I've had my new phone.
      5 They rejected my claim of a broken screen due to my insurance being on my old phone ( since they didnt update it and kept charging me...
      6 there is no way to escalate a claim or get a hold of someone capable of helping me

      Business Response

      Date: 11/21/2022

      Business Response /* (1000, 5, 2022/10/14) */
      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 Google 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: *************************************

      Thanks,
      *******
      The *** Core Team


      Consumer Response /* (3000, 7, 2022/10/18) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      This is what I have done a literal 100xs. The google*** customer service is a closed loop with no way to find a resolution or escalate an issue. And no one at that level has power to fix issues


      Business Response /* (4000, 9, 2022/11/02) */
      Hello *** Team,

      We thank the customer for providing us with this information. We see that the customer is currently in contact with one of our agents through case ticket #*****************
      We ask that the *** close this complaint as we have been working with the user towards a resolution.

      Thank you,
      The Google*** Support Team
    • Initial Complaint

      Date:10/09/2022

      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 date of the transaction was September 26th, 2022. The amount was $590.55.

      I ordered a phone from Google FI for the Galaxy S22, and the phone shipped the next day (9-27). Unfortunately, what was delivered on 10-1, was an empty box that looks like it was tampered with at Fed-Ex, so I contacted Google Support and started a case to get this resolved, but the customer support team at Google seems to not want to deal with the problem and keep telling me that it's with someone else.

      I started the complaint by going to the website, selecting my problem from a list of issues, and requesting a call back. After talking to someone for 30 minutes, they informed me that I had called the wrong department phone number even though I was contacted by them. I was then given to ****, whom took my information, and then told me I'd get an email from someone with the Shipping and Refunds specialist team.

      10-1 ***** contacted me through email and asked me to send the exact same information I had already sent to ****.
      10-2 ***** asked me to confirm statements I had already made.
      10-3 **** told me they had processed a replacement for me.
      10-6 I received nothing and asked for the problem to be expedited because I was about to go on vacation.
      10-7 I was told the phone was not in stock and they could not give me a timeline or expedite, so I asked for a refund. I also reached out to Google Support and was told there was nothing they could do because it was with the specialist team.
      10-8 I was told a refund could not be processed because a replacement for a phone that had yet to be shipped was already processed and there was nothing they could do. I was also asked to wait until I received a tracking number from the warehouse, then contact them back with the tracking number so they could follow up.
      Today I contacted the help line twice. The first time I got a call back and was greeted with dead-air and someone banging on piano keys off in the distance.

      Business Response

      Date: 11/01/2022

      Business Response /* (1000, 5, 2022/10/16) */
      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 https://support.google.com/

      If the customer has already reached out through Google 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: https://support.google.com/fi/gethelp

      Regards,
      *******
      The BBB Core Team

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.