Complaints

• Initial Complaint

  02/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to formally file a complaint against Google Fi regarding their handling of defective Pixel 8 devices, specifically related to the widely reported "green screen" issue. I recently experienced this issue firsthand and have been given inconsistent and misleading information by Google Fi support, despite their acknowledgment that this is a known problem affecting multiple users.On 2/12/2025, I contacted Google Fi support after my Pixel 8 developed a green screen issue, which has been widely documented by other consumers (as seen in Googles own support forums: *************************************************************************************************). During the call, the representative checked my warranty and confirmed that, even though the device was a few months out of warranty, they would honor a replacement due to this being a common defect. They initially attempted to process a replacement but stated they were unable to complete the request due to a technical issue with their system.I was then told that an advanced replacement would be sent to me. However, when I followed up on 2/13/2025, I was given an entirely different response, contradicting the previous assurance of coverage. They attempted to send me to a uBreakiFix location, but the nearest store is not accessible to me. Despite the phone showing no signs of physical damage and having never been dropped, I am now being denied the promised replacement.This issue is not isolated, as there are numerous reports of Pixel 8 devices experiencing this defect under normal usage conditions. The lack of a consistent response from Google Fi and their refusal to honor their initial warranty commitment is unacceptable. Consumers should not be forced to endure a runaround when a company has already acknowledged a widespread hardware issue.I request that Google Fi be held accountable for failing to properly address and resolve these defective hardware claims.

  Business response

  02/14/2025

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

  Customer response

  02/14/2025

   
  Better Business Bureau:
  
  I received this response from Google.
  
  Thank you for contacting Google Support.
  Thank you for your inquiry. I understand that the news is frustrating, but rest assured, I am committed to assisting you, as I understand how important this is for you and your daughter. I reconsulted with my supervisor and sought further assistance regarding your case.
  Upon informing them, we successfully processed a replacement for you! Please check your email for confirmation.
  Thank you for your patience and understanding. If you have any further questions or need additional assistance, please feel free to reach out to us.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  02/09/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been trying to go from 2 to 1 seats in google but I first need google to properly back up my data so that I can change some users to aliases under the account that I want as the primary account. The initial agent that I spoke to (case ********) was excellent and I said I would think about it more and call back when I was ready to make the change. After being connected to more than 3 different customer support agents, none of them assisted at all. Instead all they did was sit behindtheir computer, pretend to atke "2 to 3 mins" to read a sentence, and do nothing.

  Business response

  02/12/2025

  Hi,

  
  We apologize for any frustration the customer may be experiencing as a result of Google Workspace products or a Workspace Support interaction. If the customer has already reached out through any of the Google Workspace Support channels, then we ask that they please share their existing Workspace Support Ticket with us, so that we can further investigate this internally.
  
  If the customer has yet to open a Workspace Support Ticket, then we would ask that the customer contacts us directly using the specified links below ***********************************************************. You can provide the Support ticket # after and we can ensure that its appropriately handled.

  Thanks! 

   

  Customer response

  02/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  02/07/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I'm the sole owner of *************************** I had to move my company to a new location after discovering fraudulent activity tand forgery of documents someone impersonating myself I have updated my address with post office and verified my identity to forward my mail and Google is not waiting to make my business live as I'm operating my business withy own home and no traffic is allowed my residence I'm getting push back as a lot of my personal information was stealing due to theft o have my police report and fraud report stating the theft I need my business to be searchable as I'm losing money daily and waiting on new signage and business cards to be mail to my residence this needs to be investigated as I have talk to representative of the business and there was not a positive resolution About the matter at hand I'm needing a this to be Escalated to the next level up so we can get to a resolution.

  Business response

  02/07/2025

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

  Customer response

  02/07/2025

   
  Complaint: 22911975
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  02/05/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Subject: Repeated Requests for Resolution of Account Availability Issue Urgent Attention Required Dear Google Team,I am formally requesting your assistance regarding the availability of an email account associated with a legally registered business name. The account in question was previously in use but has since been deleted. However, despite multiple attempts to register it, I am repeatedly informed that it is unavailable.I have reached out to Google multiple times regarding this matter, yet I have received no response or resolution. As this issue is directly impacting business operations and intellectual property concerns, I request that it be immediately escalated to the appropriate department for review.I expect a prompt response clarifying the status of the account and whether it can be released for use. If further steps are required to facilitate this process, please provide the necessary instructions.Please acknowledge receipt of this letter and provide a timeframe for resolution.

  Business response

  02/06/2025

  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 Account Recovery issues, we recommend checking 'Tips to complete Account Recovery steps' (*******************************************accounts/answer/******** for help.
  If your account is disabled please go to this page:  *******************************************messages/answer/40695
  
  Thanks,
  BBB Core team

  Customer response

  02/10/2025

   
  Complaint: 22905071
  
  I am rejecting this response because:

   

  A legal notice via certified mail has been sent to your Registered Agent located within **********, **********.

  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  02/05/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My gmail was compromised by hackers and all of my personal information with it. Even though I called them and explained what happened, they refused to return my gmail to me and kick the hackers off of it. This is a huge security issue.

  Business response

  02/05/2025

  Hello,

  Thanks for Google Account Recovery request.

  Weve sent an email to your contact email address with case ref #6-4840000037945. Please visit the link below for Tips to file an Account Recovery request.
  ******************************************************************
  
  Regards,
  The Google Team

  Customer response

  02/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I do think that Google should check over its security measures to prevent an issue like this in the future, as when I called I was told there was nothing they can do on their end which I now know is not true. I am otherwise content and have recieved my account back.
  
  Sincerely,
  
  *** *********

• Initial Complaint

  02/03/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have called, emailed, tweeted, and done everything in my power to stop the postal mail solicitation from GFiber. I have been told countless times it would stop and that I would be removed from the mailing list, and yet today I receive yet another solicitation in the mail. I am so tired of being lied to by your company. STOP MAILING ME. THIS IS HARRASSMWENT. I DO NOT WANT YOUR SERVICES. CEASE AND DESIST ALL WRITTEN CORRESPONDENCE TO MY ADDRESS IMMEDIATELY. THIS IS MY FINAL ATTEMPT BEFORE I PURSUE LEGAL ACTIION. The next time I receive a letter I am lawyering up and will sue you for harassment.REMOVE ME FROM YOUR MAILING LIST!!!!!!!!!! This is my 14th time making this request. It is my last. The next will come from my attorney. ***** *******

  Business response

  02/04/2025

  Hi,
  
  We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************
  
  If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.
  
  To get in touch with our Google Fiber team directly, please contact here: *******************************************fiber/answer/2457687
  
  Thanks,
  BBB Core Team

• Initial Complaint

  02/03/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I got an email from **************. I did not ask for it, it is adult material and apparently someone like yourselves has sent my email out where I dont want it sent resulting in material I dont want to receive in my email. My big question is do they condone this kind of stuff. I know its not against the law but I should not be receiving this and a lot of other stuff they send as well, but specially this so if they allow it I'll will remove their ability to get into my computers for any reason, and yes I can do that in spite of everywhere they are being used. If others like this stuff thats fine, I dont. I would like a response from google management since they do not provide any way for private citizens to reach them Their original "do no harm" motto obviously doesnt mean anything anymore thanks *******************

  Business response

  02/05/2025

  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 suggest the user to spam the sender in Gmail so that they wouldn't receive any further email from the particular website.
  *************************************************************************************************************************************** For additional products and information, please contact us at *******************************************
  
  Thanks,
  BBB Core Team

  Customer response

  02/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  02/03/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi there,I recently purchased a new phone with Google, a Pixel 9 Pro. I did so on the advertisement that there would be a $700 refund credited to my credit card account offset by the trade in of my prior phone.I had a Pixel 8 Pro in my possession which I ended up trading in. Google refused to honor the $700 refund and instead loaded a credit to the Google Store account. The ********************** Store in person told me I would have that $700 refunded to my credit card account.I would not have bought the Pixel 9 Pro in the first place without that promotion, and now Google is telling me I cannot retrieve my Pixel 8 Pro, and they've had me stuck in customer service for weeks, delaying the process far beyond the return window for the product. The actual credit process itself took the entire return window even though my trade-in was sent within days of the Pixel 9 Pro purchase.This is deceptive advertising and this reeks of consumer malpractice as well. I had no form of recovering my old phone and making a return for the new device, or of applying that $700 refund to my credit card balance. It's unacceptable.Google's **************** escalated all the way to the top of their service and told me their policy was that the credit could only be refunded to the Google Store account if there was an "issue" crediting the active card. The big problem is that the Google Store only sells phones and accessories, meaning you are essentially locked into buying next year's phone.... If the credit doesn't expire by then.I have been a loyal Google customer for many years, and this situation makes me absolutely livid.

  Business response

  02/04/2025

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

• Initial Complaint

  02/02/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  please fix Google Chrome so when I'm signed in chrome it can find my location because everytime i need to look something up on Google it keeps saying i am in ************* also when I go to Google Maps while signed in it says it can't find my precise location

  Business response

  02/03/2025

  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.
  
  Please check this link to know more details - *******************************************chrome/answer/142065?hl=en-GB&co=GENIE.Platform%3DDesktop&sjid=8055407317446699751-NC

  
  Thanks,
  BBB Core Team

• Initial Complaint

  02/01/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid ****** for a S24 series phone. Rebate did not work and paid an additional $550 ish out of pocket. I would have to trade in my phone with $700 value and pay another ******* difference for another phone. Then he gets a S25 phone and I take his previous ******** ID ***************, 5-1040000036971, 4-6671000037282, 2-8704000037016 were opened at various times and closed without fixing the issue of a refund.I need a refund. No Phone Calls, Please

  Business response

  02/03/2025

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

*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. ↩