Complaints

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

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• 

  Google, LLC

  1600 Amphitheatre Pkwy Mountain View, CA 94043-1351

• 

  Google, LLC

  600 - 10 Dundas St. E Toronto, ON M5B 2G9

• 

  Google Fiber

  920 Bob Wallace Ave SW STE 323 Huntsville, AL 35801-5644

• 

  Google

  4055 Corporate Dr Grapevine, TX 76051

• 

  Google

  500 W 2nd St Austin, TX 78701-4673

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:08/27/2025

  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.

  Hello BBB Team,I'm asking for assistance with my Google Fi account because I'm overwhelmed by what has happened and haven't been able to resolve it on my own. Four months ago, I signed up for Google Fi, trading in my S23 Ultra for an S25 Ultra, and chose their $65 monthly plan. I sent in my old phone as instructed, expecting a smooth start.But when my first bill arrived, I was shockedit was over $600, much more than I anticipated. I tried to make a partial payment, but the system only allowed paying the full amount. At the same time, a serious family emergency forced me to step back from handling ********** month's bill was nearly $800again, only full payment was allowed. After calling support, I learned Google Fi claimed they didnt receive my trade-in, disqualifying me for a $500 discount I was depending on. As a disabled veteran relying on ****, unexpected expenses made things worse, especially when I soon fell behind on my housing taxes and was struggling to afford everyday ***************, my service is shut off and the balance sits at $1,500. Google Fi says I have to pay this in full to restore service. Attempts to get help from customer support have not clarified things, and Ive barely used the new number at all.I respectfully ask that you:Review the charges to confirm theyre accurate and justified Help negotiate with Google Fi for a reasonable reduction or adjustment of my bill ******** for a payment planI'm able to pay $300$500 at the start of the month, but cant pay the lump sum as requested Ask for empathy and flexibility for my situation as a disabled veteran doing my best to make things right Thank you for reading this and for any support you can offer. Please feel free to speak on my behalf with Google Fi.With respect,******* T. ********* ******************************************************** Google Fi username/email: ***********************

  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.
  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,
  Fi
  Google Support 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 have been running Google Ads for 3 years and receive around 20 calls per month from their service. A few months ago these conversions dropped to ZERO for several weeks (no changes were made to my ads). I contacted Google multiple times and they never fixed the issue. So I opened a new account to start over. They offered me a promotion of spend $1800 in ads within 60 days and receive a $1200 credit. I met these requirement and at the end of the 60 days received a notification that the promotion was invalidated. I contacted support and they said that I was not a new customer. On FAQs page it states clearly that a NEW ACCOUNT meets the requirements. In addition, we are 2025 and this is Google - if my email was used for a previous account and this invalidated the offer, the system could have notified me instantly and disqualified the promotion. Instead they waited 60 days and thousands of dollars later. That is false advertising, intentionally misleading and completely unreasonable. I am expecting the full credit of $1200 as advertised.

  Business Response

  Date: 09/17/2025

  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 Ads team directly, please contact us via this page: *******************************************google-ads/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 am the owner of a large ******* channel specializing in music content with over ******* subscribers (Channel ID: *************************. A few months ago, my channel was demonetized under the allegation that my content supports terrorism. This allegation is entirely false and extremely damaging to my professional reputation and ************* channel focuses solely on music content and entertainment. At no point has it promoted, supported, or endorsed terrorism or any related activities. The demonetization appears to be a mistake, likely caused by an automated system error or a misinterpretation of the content. I have already filed an appeal through ******* Studio, but the response was generic and did not address the specific situation.This action has caused me serious financial harm, since monetization was my main source of income, and has damaged my standing with my audience and business partners. With a subscriber base of more than half a million, the impact is significant.

  Business Response

  Date: 08/27/2025

  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.

  My channel @oficialmmatoday was penalized for a video that was flagged claiming the content violates the "Violent extremist or criminal organisations policy"We are a sports channel and absolutelly never posted anything remotely related to that. Here's the link for the original video that was removed: ******************************************* In this video, from a different channel (************************************************) you can see the EXACT same video that was removed from my channel, starting at 1:55 minutes. I also ran the song that was playing in the backgroung through gemini and chat GPT and this is what it says: The background song in videos from Umar/Khabibs camp is usually nasheed (Islamic chant) or Dagestani folk/Arabic-inspired music.These songs typically praise God (Allah), speak about faith, or celebrate strength and community.They are not insulting or bad theyre meant to be uplifting or ************ Russian segments (if any), its usually neutral praise or description (e.g., new complex, victory, strength).?? What its not: profanity, threats, or anything negative.

  Business Response

  Date: 08/27/2025

  Hi,
  
  We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************
  
  If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.
  
  To get in touch with our ******* team directly about a paid membership or purchase, please contact us via this page: *******************************************youtube/gethelp
  
  Thanks,
  BBB Core Team

  Customer Answer

  Date: 08/27/2025

   
  Complaint: 23803483
  
  I am rejecting this response because: If your creator support helped, I would not have filed the complaint with BBB.

  Please have a real human reviewing my issue listed above and all the proof that YouTubes action was a mistake, and reply here with a resolution.

  While I can appreciate the fast response, this looks like an automated standard message.
  

  Please help me resolve this issue that is impacting my channel tremendously.
  

  Sincerely,
  
  ******* Fabrette ****

  Business Response

  Date: 09/08/2025

  Hello *******,
  
  Thank you for reaching out.
  
  We have reviewed the video and determined that it is in violation of our Community Guidelines.
  
  Content intended to praise, promote, or aid violent criminal organizations is not allowed on *******. These organizations are not allowed to use ******* for any purpose, including recruitment.
  
  Upon review, we have removed the video per our Violent extremist or criminal organizations policy as it contains content produced by or glorifying violent criminal or terrorist organizations.
  
  For further information, please visit our Help **************************************** Team

  Customer Answer

  Date: 09/17/2025

   
  Complaint: 23803483
  
  I am rejecting this response because: there are absolutely nothing on that video that remotely suggest any affiliation with such extreme organizations. Im asking you to Please review all my attachments as I show other ******* videos THAT YOU DID NOT TAKE ANY ACTION with the exact same content. 
  
  Sincerely,
  
  ******* Fabrette ****

• Initial Complaint

  Date:08/26/2025

  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.

  There are two Google hits that appear in search for one BBB profile: 1. the original profile and 2. the updated one. I only need the updated one to show.

  Business Response

  Date: 08/26/2025

  Hi, 
  
  We apologize for any frustration the customer may be experiencing because of ********************** products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************
  If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.
  
  Regards,
  *****
  The Google Support Team
  
  

• Initial Complaint

  Date:08/26/2025

  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.

  On August *****, 2025, the Google Store repeatedly cancelled my order four times without a clear reason. My valid shipping address was in a tax-free state. To complete the purchase, I was forced to change the shipping address to my home in *********, ** (Order GS.4413-3695-4892). This change resulted in a $64.75 Maryland sales tax charge. I was forced to pay this tax only because Google's ordering system failed to accept my original tax-free address.?I contacted Google Support on Aug 24 (Case ID: **************** to request a refund for this tax. After a long and difficult process, including an escalation to a supervisor who personally promised a resolution, I received a final denial on Aug 26 from their "highest tier of support."?Google's reasoning was a vague, unspecified "Terms of Sale" violation. They also incorrectly confused my use of a tax-free location with needing "tax-exempt documentation," which is completely irrelevant to this case.?The core issue is that Google's system had a failure which cost me money. Google is now refusing to take responsibility for this error. My desired resolution is a full refund of the $64.75 in sales tax that I was unfairly charged due to their system's failure.

  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.
  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,
  Tory
  Google Support Team
  
  

• Initial Complaint

  Date:08/26/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Google's ( Google Play Store) customers support department doent help customers ( supervisors are not immediately available. ********** will only resond to customers after ***** hours via a cut and pasted email that not of help).

  Business Response

  Date: 08/26/2025

  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: 08/27/2025

   
  Complaint: 23797779
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:08/25/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good morning my name is ***** ***** Letellier ******** I want to complaint on Gmail account I have ******************************** because this people wants to charged me money for the mail to be arrived on my mail the ad say is free but they are charging me $2.00 dollars for the space, I had a family member that has the same account on a different email and is ove ****** mail and gmail do not charged the same on that person but they are charging me for the space this is discrimination I have a proof they are doing this. Also Gmail told me if I do not paid the space they are not going to let not mails in to my account that reply back to me this is not the first time this emails are doing this ******** and yahoo .com has hacked and was doing the same thing denying my account not letting me log in I need this problem to be fixe because I always receive emails and request on my emails and if this people are charging me for steal my money needs to be closed down because nobody gets charge money for receiving mails on the emails. I am very disappointed and very upset because I cant get any emails on my account because I have to paid the space is ridiculous. It needs to be investigated and close this business because my job and more is in my email they cannot stop my email.

  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.
  
  To get in touch with our Google One team directly, please contact us via this page: *******************************************googleone#topic=9171059
  
  Thanks,
  BBB Core Team

• Initial Complaint

  Date:08/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a free trial of Google Workspace Essentials for my domain. The trial period has ended. I am now trying to cancel the subscription, but Google's system is preventing me from doing so. Every time I attempt to access the Admin Console to cancel, I am redirected to a page that asks for my credit card information, with no option to proceed or cancel without paying. I have tried all available support channels, including the support bot and the contact forms, but they have all redirected me to the same payment page. This is a billing issue because I am being trapped in a service I cannot cancel and am concerned about being billed for a service I no longer want."

  Business Response

  Date: 08/27/2025

  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:08/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  my google account was hacked and google's polcy of removing the hackers phone numbers from my account is extremely anti-consumer

  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