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Google, Inc. complaints

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1600 Amphitheatre Parkway
Mountain View, CA 94043 | Get Directions

(650) 253-0000

http://www.google.com

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Total Amount in Dispute:
$313,526.00

Total Amount Settled:
$46.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to one complaint presented to them.

Although in some cases the company failed to respond to complaints.

Complaint Closing Statistics

131 complaints against Google, Inc. closed in last 3 years.

Complaints	Type of response
1	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
130	Unanswered

131 complaints against Google, Inc.

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5/28/2025

RESPONSE: Complaint was not answered Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

5/2/2025

Okay I have a pixel 9 pro XL. I'm still paying on it and I still have warranty factory warranty and I also have insurance on it. It keeps getting hot when I'm playing my games. This is the reason I bought a bigger phone with a bigger battery so I can play my games. They're saying that they just want me to send it in and they will replace it. It will not be replaced. I was told I should get a new one so it's between spectrum mobile and Google store. Spectrum mobile said that it was me that has to do. Has to deal with Google store to get it a new one because it is still under factory warranty and they're refusing because I don't have all the information they're wanting but I sent them screenshots of everything they asked for and they're still giving me the runaround Update 5/6/25 Google reached out to me that last week and they wanted the same thing that they've been wanting since I started this transaction about my phone. I gave them everything I have and they're still giving me the runaround. I haven't heard back from them since then so I don't know what else to do except help get help from you all Resolution Sought I still owe on the phone so there's no way I could get refund but I would like to have a new phone and if that doesn't work then I would want the refund of what I've already paid on

5/22/2025

RESPONSE: Complaint was not answered Amount in Dispute: $16.99 Amount Settled: $0.00

Customer Complaint

4/28/2025

A Google YouTube Prime charge was placed on my account and I didn't authorize the charge. I called the 1 833 869-9882 number to tell them I wanted to cancel. They then told me to go to the app store and took me through all of these screens and then asked me for my debit card number. I feel they are a scam.because I did not ask for their services. Resolution Sought I want my money refunded back to my account..

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