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

  85 10th Avenue New York, NY 10011

• 

  Google, LLC

  3839 64th ave #309 hyattsville, MD 20784

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  Google, LLC

  5522 N Francisco Ave Chicago, IL 60625-3910

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  Google, LLC

  213 Heritage Circle Mount Pleasant, SC 29464

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:10/08/2022

  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 received google chromecast after signing up for Utube tv. It does not work. Finally found a contact and they wanted access to my email. I said no. They were supposed to send legal info and did not. I just want a replacement.
  

  Business Response

  Date: 10/31/2022

  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: *********************************************************
  
  Regards,
  Bhargav
  The BBB Core Team

• Initial Complaint

  Date:10/08/2022

  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 have 3 $50.000 Google Play gift cards that I purchased for my disabled son. I have been buying these cards for years for him without any issues until recently. A card purchased 7/2/22 from Pick and Save in ****** WI. Would not work when we tried to redeem it on my son's Google Play account. It said they needed more information. So we completed the form they had online and uploaded a copy of the receipt and card to them. Google still has not resolved that card and sent my son an email saying he could not appeal. Appeal what? There was no resolution! The August and September cards I bought him worked fine. Then on September 29th I bought him another $50 card from Pick and Save in ****** and it has the same problem as the July card. Again, sent them copies of receipts showing the card was paid for and activated. I then went to Walmart in ******, WI and purchased another $50 card for him with exactly the same bad results. Cannot redeem. I thought it might be his re Google account that was the problem so I opened a Google Play account for myself and tried these cards. Nope. Same message. These cards are non refundable at the stores where they are purchased from and there is no phone number for Google where I can actually talk to someone to get this resolved. So I am stuck with $150 of useless cards. I want to just stop buying these cards but this is how my son spends his time as he is disabled. All I want is an answer as to why these cards don't work or my money back. Thank you.
  

  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:
  ***********************************************************
  
  
  Important: Our Play Gift Card Refund Policy applies only to gifts of Google Play credit or Google Play Books purchased through Google. If your gift was purchased through a third-party retailer, contact the retailer for refund information.
  
  For refund requests please contact us here: https://support.google.com/googleplay/answer/2479637?hl=en
  
  Or for information on reporting Gift Card Scams or other abuse, please visit this page:
  https://support.google.com/googleplay/answer/9057338?hl=en
  
  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,
  Phoebe
  Google Support Team

• Initial Complaint

  Date:10/08/2022

  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.

  Hello BBB - Accepting a GMAIL account is prerequisite for using an Android phone, which holds 75% market share.
  
  Among Google's core value statements: "Building belonging - Working to expand what's possible for everyone by building belonging in our workplace, products, and society." This is a false advertisng claim.
  
  I pay for the use of their service by buying Android based products, and by subjecting my personal information for data mining and resale to third parties. This is understood, and is not the nature of my dispute.
  
  What I expect from their service is akin to what I expect from the US Mail -- the delivery of messages and products, unimpeded by politics. In practice, GMAIL is unilaterally categorizing certain messages as being unfit for my consumption, and selectively editing the content available to me.
  
  Attached are two files. The first is a screenshot of my Gmail inbox for the past 7 days (15 messages, 10 of which are unwanted- i.e.- spam, but they are non political). The second is my Gmail spam folder for the past 7 days (13 messages, 9 of which WERE solicited by me, but were never displayed in my inbox) 70% of the emails that were desired by me, were suppressed.
  
  I tried to complain directly to Google and followed their directions, which led me through several webpages before ultimately landing back the original 'login to gmail' screen (3rd attachment). There is no recourse; no other method of contact available.
  
  As remedy, I ask that Google refrain from it's false advertising claims. It is *not* an open community, and is in fact a closed community and an agent of one political party using it's platform to suppress opposing viewpoints by their political rivals. For full disclosure they need to declare their bias, before duping customers into long-term financial comittments under false pretenses.
  
  Let me know if you need any further info, thanks!
  

  Business Response

  Date: 11/08/2022

  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/
  
  Gmail automatically identifies suspicious emails and marks them as spam. When you open your Spam label, you'll see emails that were marked as spam by you or Gmail. Each email will include a label at the top that explains why Gmail sent it to Spam.
  
  You can remove an email from Spam if you incorrectly marked it as spam. You can find more information here: https://support.google.com/mail/answer/1366858?hl=en
  
  Regards,
  Bhargav
  The BBB Core Team
  
  
  Consumer Response /* (3000, 7, 2022/10/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you, BBB, but unfortunately Google's canned responses misses on multiple levels.
  
  Their first advice to visit https://support.google.com/ overlooks the screenshots that I sent, showing that contacting support.google for this issue resulted in a closed-loop which lead me back to my original Gmail homepage.
  
  Their second comment is that Gmail automatically identifies certain messages as spam, and that it is incumbent upon the user to review their spam folder (which is deleted after 30 days) to ensure that we "unselect" or thus permit particular spam. The criteria for spam, as they admit in their reply, is determined by Google. That belies the very premise of any mail system, which is normally a "push" process whereby messages are sent to a user and received, rather than a user proactively "pulling" messages from an email server. To use an analogy, the USPS is a "push" system delivered to our homes and we don't have to go to our local Post Office on a daily basis looking for the REST of our mail and then decide if we want to re-select it for delivery. Further, when we receive spam via USPS we can notify that company to opt out, which stops the delivery of spam at its point of origin - not at the users mailbox.
  
  Google/Gmail agreed in their response that they are the sole arbiters and they get to define a message as spam. They have acknowledged the essence of my original complaint, and I thank them for that. My argument & complaint is the uneven treatment of messages when it comes to politics. By way of example, here are samples of my mail folders for the past 30 days, 9/23 - 10/23:
  
  Total Inbox 98 messages Spam folder 65 messages Spam is 40% of total messages
  
  Amazon Inbox 5 messages Spam folder 0 messages Spam is 0%
  MLB.com Inbox 40 messages Spam folder 2 messages Spam is 5%
  Misc/other Inbox 3 messages Spam folder 0 messages Spam is 0%
  
  In other words, 50% of my inbox contains unsolicited, unwanted emails that is NOT marked as spam.
  
  Compare that to the distribution of spam for Political emails - these are conservatives that I support where I have specificly opted-in to receive emails and/or contributed a campaign donation:
  
  Total Political Inbox 6 messages Spam folder 38 messages Spam is 86% of political content
  
  Only 14% of the political messages I desired (and paid for) were delivered to my inbox. Google/Gmail has asserted that the user is in control of the spam settings. The attachement belies that false statement. All of the attached political emails came from the same three addresses. Only 6 out of these 42 messages were delivered to my inbox.
  
  Gmail will claim that I control the spam settings for these three addresses. I will respond to Google by saying that I have NEVER marked ANY of these three adresses as spam, nor did I turn on and off the spam filter over the course of the last 30 days. The fact that 14% of messages passed to my inbox and that 86% were suppressed is a consequence of Gmail's political preferences and algorythms, not the preference of the user.
  
  To answer the BBB on this matter - No, I am not at all satisfied with Google/Gmail's cookie-cutter response and non-answer to this issue. The original complaint was for false advertising claims describing an open, inclusive ecosystem when using Google products, while the evidence supports the idea that Google has instead weaponized its tools and services against one political party over another, thus misleading and under-serving over 50% of their consumer base.
  
  
  Business Response /* (4000, 9, 2022/10/31) */
  Dear *************
  I'm sorry that you are experiencing this problem.
  
  Here's some helpful articles to prevent received messages from being identified as Spam:
  1)Unmark messages as Spam in Gmail:
  ****************************************************
  
  2)Add the sender to your contacts:
  **************************************************
  
  3)Filter these messages:
  *******************************************
  
  I hope that helps.
  
  Kind Regards,
  Luca
  Gmail Team
  
  
  Consumer Response /* (4200, 11, 2022/11/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Clearly Google/GMAIL as a company is tone-deaf, and more than that, their response was a giant middle-finger. They have obvious disdain for the concerns of the consumer, and more significantly, a complete disrespect for the Better Business Bureau's attempt to facilitate a meanignful response to a consumer complaint.
  
  As I stated from the beginning, I seek no monetary award and the foundation of my complaint is that they are not the open and transparent company that was advertised when I was compelled by their market share to choose an android phone and the mandatory GMAIL account and T&C's that comes with that.
  
  Their advertising promise was an open and welcoming environment for all users, but as shown in my Oct 28th response, there is a near-zero filtering of routine "spam" but an 86% filtering of messages from conservative political candidates. The very application of the filter ITSELF shows bias, because why would 14% of messages be permitted but 86% were filtered as spam, when the user has selected NO PREFERENCE OR SETTING WHATSOEVER to either permit or block these messages. By the way, on a much smaller scale I receive message 100% of the time from leftist political candidates, with zero going to my spam folder.
  
  In lieu of an actual (meaningful) response from the company, how does the Better Business Bureau suggest that I pursue this case further? As outraged as I am by their response, I'm just a private citizen. The BBB is an established advocacy group, and if I were in your shoes I would be irate at Google's dismissive attitude to our complaint, and the lack of respect given to your organizations attempt to mediate this issue.
  
  
  

• Initial Complaint

  Date:10/08/2022

  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.

  Absolutley horrendous support and broken ordering system. I ordered a galaxy phone with a new line discount. During ordering, I also did a trade-in (est $140 value) and applied a referral code ($20) from my friend. As soon as I placed the order, I noticed the first error; my shipping address was incorrect (an old address I hadnt lived in for years). When I received and activated the phone, the (pending) referral credit was not on my (or my friends) account. The trade-in kit also did not arrive. I called them 2 days after realizing all of this; the referral problem was resolved, but the agent said they could not do anything about the trade-in. I asked to speak to their supervisor and was told they would call back within 48 hours. This never happened; instead, I called in a week later and was again told I would get a call back in 48 hours. Again, nothing. I called again two weeks later, and was finally connected with a supervisor, only after saying I would be initiating a complaint with the BBB. The supervisor told me again his "hands were tied". At this point, I requested a full return/refund for the phone and service, but was told because this is outside their 14 day return window, it's impossible. Except, I was only outside that return window because I was waiting on them to resolve this issue, even though I called twice within the window to resolve the issue. When I wanted to further talk with someone higher up, the agent (****) hung up on me.
  
  My goal is to return the phone and receive a full refund for the phone and month of service (I haven't actually used the plan at all). I can also accept a partial refund for the value of the trade-in ($140) and monthly service.
  
  My case number with them is****************** and order number is *****************
  

  Business Response

  Date: 11/21/2022

  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.
  
  To get in touch with our Google Fi team directly, please contact us via this page: https://support.google.com/fi/gethelp
  
  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.)
  This is further evidence of poor customer support, as it is clear they did not read the complaint. They encourage me to reach out through their support channels; I said I contacted them three times. They ask for a case ID; it is included in the final sentence of my complaint. I will include it here again: ****************
  
  
  Business Response /* (4000, 9, 2022/11/01) */
  Hello BBB 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 BBB close this complaint as we are working with the user towards a resolution.
  
  Thank you,
  The Google Fi Support Team

• Initial Complaint

  Date:10/08/2022

  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 Stadia made an announcement and sent out an email on 9/29/22 at 6:36pm ET stating the service was winding down and would be turned off by 1/18/23. They stated if you were a Stadia Pro member you would be billed no longer but that you could keep the pro games that you got while a member until the wind-down date. They stated they wouldn't bill you anymore for the Pro subscription nor would they refund prior Pro charges. On 9/30/22, 1 day after the announcement, I received a charge for $9.99. I immediately contacted ***** and demanded a refund which he refused until toward the end of the chat. Several days passed and I reached out to ****** on 10/8/22 and was advised she could get me the refund but I would lose access to all the Pro Games she was sorry but that was the way it was. I have since requested to be escalated to someone higher to resolve this before I file a suit against Google for erroneous charges and lying about what would happen. As a consumer none of this is my fault yet I am being penalized. ****** the supervisor just called me and said despite what the email says about Stadia Pro subscriptions that the 9/30 along with all the games and hardware I purchased would be refunded. I've attached the charge, the conversations, and then a screenshot of all my charges through google store. I didn't include the 2 premier editions I bought from Best Buy and happy to include those. Each of those were $100.69. I'd be happy to forward those emails or show the screenshots. They were purchased on 1/2/21.

  Business Response

  Date: 10/14/2022

  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:**********************************************************************
  
  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.)
  The attachments had the email exchange with your customer service reps and should have the ticket#s.
  
  Convo#1: 7-4691000033098
  Convo#2 & 3: 9-8560000032936

  Business Response

  Date: 11/02/2022

  Hi BBB,
  We've reached out to the customer to clarify our return policy, and the customer will be issued a refund for their hardware and game purchased through the Google Store. The customer will be receiving an automated refund form to fill out within the next coming weeks
  Thanks,
  Google Support

  Customer Answer

  Date: 11/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  In no part of the email does it specify they will send me a refund form to fill out. I just want my money back and Stadia turned off. I'm not going to wait until next year to receive my refunds. You erroneously charged me after you stated the service wouldn't be charged any longer. When families are living from paycheck to paycheck with inflation this is not a customer friendly response. In the manage and cancel link they provided it takes me to a link with instructions that aren't even true.
  See Attachment/File: ****** Response_Your Google Support Inquiry_ Case ID ***************

  Business Response

  Date: 11/18/2022

  Hello BBB,
  We've provided the customer the following return policy clarification. Starting November 9, 2022, Stadia will attempt to automatically process refunds for all purchases of games, add-on content and subscriptions fees other than Stadia Pro made through the Stadia Store. We ask for your patience as we work through each transaction and ask that you refrain from contacting Customer Support as they will not be able to expedite your refund during this time. We still expect the majority of refunds to be processed by January 18th, 2023.
  Thanks,
  Google Support

• Initial Complaint

  Date:10/08/2022

  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 September of 2021, Alphabet's (Google's YouTube) offered me a free 6 months Premium Service. I usually do not accept offers from Alphabet as they are Anti American, Anti Freedom, and Anti thought. They are against freedom and democracy. I decided to use Odysee over Alphabet's YouTube due to their suppression of others opinions. However, 6 months of free Premium Membership is hard to ignore and I decided to join.
  
  I was informed that I would be given a notice before the end of the 6 month period if I wanted to cancel the service or remain a member. I decided that using Alphabet's YouTube was not in my best interest and continued using Odysee. Over time I forgot about YouTube...until today. I went to make a purchase and notice my account was short. When I investigated, I found that Alphabet's YouTube has been charging for their Premium Service! I went back through all of my emails and did not find any notification of expiration as was and IS required by YouTube. They have stated this in their own terms and agreement. This an unscrupulous business practice that YouTube is engaged and they must pay!
  

  Business Response

  Date: 10/31/2022

  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:10/07/2022

  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.

  My marketing team and I along with others have been trying to have a slanderous Google review removed for "******************, DO". Despite contacting Google reviews several times about the validity of the Google review (my marketing team and I have attempted to discuss matters with the reviewer) along with trying to dispute the review stating it is slanderous and not valid, there has not been any response from the Google team and the bad review has not been removed. My marketing team and I have looked up this reviewer and she has never been a patient or treated in any of our offices or affiliated hospitals or surgery centers. Once again this is a slanderous and inaccurate Google review left for a physician that can hurt someone's reputation in the community and Google needs to do a better job of reviewing such complaints and removing inaccurate reviews that could be harming businesses' reputations.

  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 Google My Business team directly, please contact here: *******************************************business/#topic=*******&contact=1 Please remember to provide the email that owns or manages the *** page
  
  Regards,
  *******

• Initial Complaint

  Date:10/07/2022

  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 someone leave a false google review and asked for it to be removed. The person is alleging their child was abused at my business and I had underage workers. However the state investigated and determined a family member of that child hit them and my business is still open to this day. Google allowed this person to make this review without legal documentation but asking me to provide legal documentation for them to remove it. Google is violating my rights

  Business Response

  Date: 10/10/2022

  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 Google My Business team directly, please contact here: *******************************************business/gethelp
  Please remember to provide the email that owns or manages the *** page.
  
  Thanks,
  *******
  The BBB Core Team

  Customer Answer

  Date: 10/18/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Google support told me they need court records why I filed my complaint. Did you all not read anything I said in my initial complaint?

  Business Response

  Date: 11/02/2022

  Hi,
  
  We apologize for any frustration you may be experiencing as a result of Google products or support. Can you please share the case ID number that you are referring to?
  
  There should be a 14 digit case Identification number Within your initial consultation.
  
  Kindest regards,
  
  The Google Business Profile Support Team

• Initial Complaint

  Date:10/07/2022

  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 August 23 2022 the Google Store refused to apply their price match policy to two Pixel 6a phones I purchased. The price being offered at Amazon was $100 less per phone than what I paid. I believe customer service made a mistake denying the claim, and I ask that the price match request be reviewed.
  

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 5, 2022/10/10) */
  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 Store team directly regarding any existing orders, please contact us via this page: https://support.google.com/store/gethelp
  
  Thanks,
  Theresa
  The BBB Core Team
  
  
  Consumer Response /* (3000, 7, 2022/10/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Case is still unresolved, and here is the requested existing case ID: ****************
  
  
  Business Response /* (4000, 9, 2022/10/26) */
  Hi Team,
  
  Thank you for bringing this to our attention. We'll be reaching out to the customer on the Case ID:****************. We will do our best and work towards taking the right course of action to provide a better Google Support experience to the customer.
  
  We will keep you posted on the case closure.
  
  Best,
  Michael

• Initial Complaint

  Date:10/07/2022

  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 a phone that I am very unhappy with. I've been a customer for 6 years and they would not take my return. The purchase was in the last 30 days and they have no concern for their customer.
  

  Business Response

  Date: 10/31/2022

  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 Pixel team directly, please contact us via this page: ***********************************************************
  
  Regards,
  Bhargav
  The BBB Core Team