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

  02/04/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Its Google. I know, crazy, but bare with me. Yesterday I created a Google Workspace account associated with my email ******************************* This morning, I was logged out of the accounts with no explanation. Now, I cannot get back in. It says to use my workspace login, but the info I entered is not working. Then it says my login is not a gmail address, but the login will not accept anything else. I have no idea how to get into this account, but I have emails saying they have my billing info confirmed. I cannot cancel my free trial without login in. I cannot get ahold of any kind of support, and google is even charging for help. I feel like I am getting extorted. I have spent all morning just trying to cancel this workspace and domain situation. I don't know what to do. I have read through all the help articles and nothing worked. I tried all of the customer support options, but its all AI and nothing can help me. If I can't cancel this subscription I will be charged and I don't even know for sure how much. I was just trying to try it to see what would work best, and was planning to terminate if it wasn't what I needed. Its not what I need, and now I cannot cancel the trial. I do not know what to do. I am going to be charged for a full year subscription in 14 days and I cannot cancel my trial! Please help!

  Business response

  02/05/2025

  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,
  BBB Core Team

• Initial Complaint

  02/04/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I started a account on and paid $72.99 for ************* with ******* live TV on 09/26/2024 I have no problem with this charge Three days later, I was charged $64.99 on 09/29/2024 I did not authorize this purchase the Account was paid for on 09/26/2024 I was again charged $64.99 on 10/29/2024 I did not authorize this purchase i closed the account on 10/26/2024 I contacted ******* to resolve the two extra charges $64.99 each Total $129.98 It has been 3 Months since, I attempted to resolve the problem. I verified that I did not authorize the purchase(s) that I reported in this form. your claim has been submitted Claim ID: ************** Date submitted: Nov 19, 2024 Status: Pending We sent a confirmation to . It typically takes 7 days to investigate an unauthorized purchase. We'll send updates by email and you can return to this page to view your claim status. This claim can be canceled up to 24 hours after submission. Your unauthorized purchases Purchase date Description Amount Sep 29, 2024 I did not authorize this purchase I paid $72.99 on 09/26/2024 Your claim has been submitted Claim ID: ************** Date submitted: Nov 19, 2024 Status: Pending We sent a confirmation to . It typically takes 7 days to investigate an unauthorized purchase. We'll send updates by email and you can return to this page to view your claim status. This claim can be canceled up to 24 hours after submission. Your unauthorized purchases Purchase date Description Amount Oct 29, 2024 I did not authorize this purchase i closed the account on 10/26/2024 26-Sep-24 GOOGLE *********** ***************** CA $72.99 29-Sep-24 GOOGLE *********** ************ CA $64.99 29-Oct-24 GOOGLE *********** ************ CA $64.99

  Business response

  02/05/2025

  Hi,
  
  We apologize for any frustration the customer may be experiencing as a result of ******* products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly.
  
  To get in touch with the ********** support team via phone, chat, or email, please use this page: ************************************************************
  
  If the customer has already reached out through this page, we ask that they please share their existing Case ID, so we can further investigate. Thank you.
  
  Thanks,
  BBB Core Team

• Initial Complaint

  02/04/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am filing a complaint against Google **** regarding the return of two phones I sent back using the prepaid ***** return label provided by Google. Despite retaining all necessary documentation, including the drop-off receipt and tracking information, I have received conflicting and unhelpful responses from Googles customer service, and the issue remains unresolved.Details of the Issue:I returned two phones using the prepaid ***** return label provided by Google. The total amount paid for these phones was $2,266.28.The tracking information shows the phones are still in transit and have not been delivered to Google. The latest update from ***** indicates:December 6, 2024: The phones are still "on the way" but have not been delivered to Google.I was instructed by Google to contact *****, which I did. ***** confirmed that the parcel is stuck in transit and advised that I reach out to Google to initiate a courier claim. Despite this, Google continues to send emails stating the phones were "successfully delivered" to the address provided, which contradicts the tracking information.Google has also stated that they cannot replace my order because they believe the phones were successfully delivered. This is inaccurate, and I am left without the phones and without a resolution.I have made multiple attempts to resolve this issue with Googles customer support, but I continue to receive conflicting and unhelpful information, including a recent email falsely claiming the phones were delivered to my address.This situation has been ongoing for over a month, and I am now out $2,266.28 with no resolution. The lack of transparency, incorrect information, and failure to address the issue have caused significant frustration.I am seeking your assistance in resolving this matter, either through a refund or a replacement, as the phones have not been delivered to Google, and the situation remains unresolved.Thank you,******* ********

  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 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

  02/04/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I started a new business and wanted to get a Google Business Profile for it. I signed up for the profile. Entered in all the data it asked. I upload photos of the business front and promo that I had made. They then wanted to verify the business and they wanted a video verification. So I submitted one. It took five days to find out they did not accept the video and told to submit another one. So I did. They said it may take 5 days or less. After 5 days the profile still was not verified. I then sent several messages through their system (which was extremely hidden) over the next couple of weeks. When I did get a response, I could tell that it was written by AI and not an actual human being. IT keep asking for things I didn't have which I explained was not need by my service to have. I sent three email responses explaining this to them over and over. After nearly a month and half, I was sent an email today 02/04/25 to verify by live video call. Again I had to explain the same things over and over to the person who was clearly overseas Indian that barely spoke English. She was hard to understand and clearly didn't understand me. I asked for a supervisor and was told there was no supervisor. I asked for someone in authority and again told no one was in authority...if so, then the operator had the authority to approve my business verification and just chose not to do it. Giving me complete and utter nonsense reason all which were different. The operator then said that a supervisor would speak with via email which I was not okay with based on my earlier experience trying to deal with them via email. Then they said they would chat and immediately hung up on me. They are obviously either incompetent or running a scam.

  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 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

• Initial Complaint

  02/04/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  2/3/2025 date of issue. Google's cancellation instructions wouldn't allow me to pay the required amount to cancel subscription. Called customer service which were not able to resolve the issue.

  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 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. ↩