Google Reviews 455

Terrible customer service. Please don't use this carrier. You will have nothing but trouble if you ever need customer service support. They deserve a zero star rating.

Absolutely terrible customer support experience. I went back and forth with a support rep for 2 full hours before I was told that they would get back to me via email. During the chat, they asked me to do things that made absolutely no sense... like take a screenshot while I wasn't connected to data or wifi... and then somehow send it to them without turning either back on. It's obvious that the team has no idea what they are talking about. When I started to get frustrated and asked to speak to a manager, I was told I was able to and then I was told I wasn't. Then they disconnected the chat with me before I could follow up further and gave me a templated response. I've used Fi since the very beginning and have gotten many others to use it also. But this is absolutely absurd and a giant waste of time. I absolutely can not recommend them ever again and am deeply considering switching to a provider with far better reviews. (Crazy to see so many bad experiences listed here also.) Very disappointed.

Very horrible service! I was very surprised, that google has created so bad and misleading service. I applied for the free trial and in the end googlefi charged me for unlimited package. On their website I clicked only to free trial, but seems like it is built very smartly, that in the end you are subscribed for the unlimited package and nobody tells you that. And of course, Even if you cancel the service in advance, they charge you for the whole month.
Last but not least, I haven’t faced so awful customer service before, they didn’t help at all and also did not provide prompt and accurate service.
Never again and I would suggest to try another service provider. Definitely my worst experience, it looks very similar to scam…

I became a Google fi customer in December of 2022 I had nothing but issues with my phone since day one. It's very frustrating that every time you call you're on the phone for at least an hour to 2 hours. I have a Samsung 5G stylus Moto phone it continuously freezes the Google VPN continuously updates at least 10 to 12 times a day causing me to get logged out of when contacting customer service I was told that I can get a replacement phone and it would be $49 she told me to click on the link to authorize the phone to be shipped when doing so it stated that I need to put a $380 hold on my card until I ship the defective device back which is unacceptable I will be contacting the better Business bureau I will be contacting the attorney general's office and whomever else I need to contact to stop these people from scamming others

I was a Google fi customer for around 4 years. And had paid for device protection the entire time. But when my phone was destroyed in a severe car accident, all I got was the runaround. I spent hours on the phone !! And The customer service reps all said something different !! It has been almost a month and I am still trying to get a replacement phone. The bottom line is Google Fi SUCKS when you really need them.

Buyer beware these people will treat you less than a dog. They will treat you horrible and they will act like terrorists towards you. On Christmas morning. My entire family almost died from a carbon monoxide leak because my 87-year-old mother could not call for help due to the fact that Google half suspended her fully paid service. I bought 2 phones and pixel buds they did not add both phones to my account instead that added the 2ed phone a month later they told me and now 2 months in the pixel buds and both phones are having really bad audio problems and customer service is telling me that now I only have insurance on one phone Google pixel 8 pro but the phone I paid for the day after and also on the same account and no matter how many times I reached out to customer service over 107 times, they just are too stupid to fix the issue. Either that or they don't give a s*** about their customers. In the end, I begged for a customer service to fix the issue to give me supervisor to do anything that would relate to their job. However, in the end they will not help resolution. I'm going to have to come out of pocket on another two grand and switch over to Apple devices. That way my mom doesn't die from the next carbon monoxide week cuz her house is 230 years old. We're about to replace the oven. God bless America. How the hell did we become like this? Got redneck families that can't afford to live in America and we were born here but we got 80 billion people coming from other countries to trash our country like there's we used to work like , women and men now people don't even work like humans. They half-ass everything they do. This should be Google's model

I would have given a 0 or negative rating if it was available. I am writing this review to share my extremely disappointing experience with Google Fi and their unjust billing practices. Despite my efforts to resolve a network/activation issue that persisted from the end of February 2023, Google Fi failed to provide a satisfactory resolution.

I initiated a report, and despite submitting detailed information and a bug report, the issue remained unresolved. Promises from the Google Fi Team on March 3rd, 2023, were unfulfilled, leading to a prolonged service disruption that forced me to cancel the service on March 8, 2023.

What is particularly troubling is that I was without internet/data service for the entire period, solely due to Google Fi's inability to rectify the activation/network issue. Despite this, Google Fi insisted on charging me for the period when I could not use the service.

The customer support team justifies these charges, claiming I am liable until March 8th. However, it is crucial to note that my decision to cancel was driven by the lack of resolution within a reasonable timeframe. Had I known the issue would persist, I would have terminated the service immediately upon encountering the problem. I find it unjust for Google to charge me for services I did not receive and hope for a swift and fair resolution. I urge potential customers to be cautious when considering Google Fi, as my experience has been marked by poor service, unresolved issues, and unjust billing practices.

I hope this review serves as a warning to others and prompts Google Fi to reconsider its approach to customer service and billing practices.

GoogleFi service never connected for 1 or the 2 accounts. We tried 3 or 4 sims, the offshore customer service recommended going outside and holding the phone in the air....

Then the offshore customer service team was purposefully unhelpful, after 120 days and weeks between responses they have refused to even address the request for a refund, not even a yes or no. Google should be ashamed.

the service on my phone is awesome, thr price is awesome, if they don't over charge you. my bill is nowhere near what it should be, its an extra 50 to 60 dollars more than it should be. if you talk to one customer rep be prepared to start all over if you have to talk to another rep. they have no idea about your previous conversations, its confusing. Be faster than light because when you chat with a rep you have 1.2 seconds to respond or they end the chat.the reference number they give you to refer back to the conversation if you get cut off or have a problem that didn't get resolved, is useless because there's no where to refer to the id number. oh and ordering from google store or the fi app , you aren't informed of which you got your phone from until you need to file an insurance claim which they will file as a warranty claim and coverage is different as each entity , fi and store, have different insurances . getting that tangled web fixed will take weeks or months and if you are told they waive the cost good luck finding out how to relay info to the different reps you chat with.because the fee doesn't get waived. also they make snide comments that put you down... like really? pick a struggle because you cant be the worst customer care team and a%$

holes.. . i never thought Google would be this horrible, its Google for Pete's sake. they need to google how to run a company that's as easy and understandable as their search engine. they lack human skills, their interface is a maze of dead ends, everybody's directing without knowing what the others are directing and your stuck in this nightmare of starting all over everyday like bill Murray in groundhogs day. I've never experienced such a cluster f@#% in all my life and that's not an exaggeration whatsoever!!. please fix this and you could be the best, being the worst doesn't fit with what google is.

I was loving it! I am q huge f1 fan, & i have to take a 5 hour bus rde to work, but now im dissopinted & offended..

3 times i spent money, like real life money on new car party & paint jobs & stuff within the game, & all times i did not get what i paid for, or anything at all, when i close & reopen thw game a second later all thw stuff i buy dissapears :(

Nothing like getting ripped off, to make you loose enthusiasm for a game

Consistently unhelpful agents. To be objective, I had been asking why my financing option was being rejected despite having a near perfect credit score of 840. They provide no help, simply telling me to try again in 48 hours. I thought it might be a fraud alert. But i try again and it's sitll rejected. They say to contact Experian, which I did and Experian has no record of Google Fi even requesting a credit inquiry. I've been completely alone in troubleshooting this and now trying to change google account region in hopes of it working. This is only the tip of the iceberg, because i've been trying to order 2 phones (one for my wife) and she's traveling for work so we need them shipped to different addresses. This whole process was extremely cumbersome and resulted in us having to cancel both orders and do it again because I listened to exactly what the agents instructed.

Like other reviews have said, this is not customer service. This is YOU attempting to train their customer becuase the customers are MUCH more competent than the agents.

Horrible customer service. Overpriced plans. They refused to refund my money for the international plan even though it never worked during the duration of my international travels.

I've been a Google Fi customer for several years, and I am fed up with their service. 1) The cellular/data services in the US are terrible and I often cannot get service when friends and family have 5G. 2) I understand the international data getting cut off after 3-months, but my texting and calling is still supposed to work. Multiple times now my texting and calling has been impeded and as a result I cannot send/receive texts on my phone nor laptop. Not to mention getting locked out of accounts because I cannot get MFA codes via text. I've had it with their service and the frustrations. I will be canceling and switching back to AT&T.

It took them 4 months to get my phone. They sent it to the wrong address, three times. The last two times, they tried to blame me, and made me prove I wasn't using them.

I called customer service at least 50 times, and it got worse every time. Emails to the "specialists" was not any better as they also didn't know their butts from a hole in the ground, and kept making the same mistake ... what's more, the more I interacted with these people (who never seemed to understand what I was saying) the WORSE the situation became, as they all worked INDEPENDENTLY without having any idea of what others had done.

Just don't use this product till they work out these issues. If they ever do.

Been a customer for 4 years. Never had any issues and love the half priced phones every black friday. For a little over $20 mo, and free international data while traveling overseas, it's hard to beat.

I wouldn't even give them one star but I had to give them a fare rating I guess! Worst service ever! Stay away and find something better. They suck! Plus it's Google what do you really expect?

Based on promotion advertised by google FI, i shifted my phone carrier from tmobile to google FI. It seems they are running scam in offering promotion. i placed order for samsung s23 ultra successfully by their own agent. it got cancelled saying card were expired .but I received SIM card . which is surprising . the card used were good its glitch in their system to pick wrong card or its scam. now they are asking to pay full amount. I am looking for same offer which were cancelled due to their system or agent mistake. because of promotion i shifted my carrier. I had very unpleasant conversation with supervisor . I am scammed with promotion. i shifted to save few bucks now i will endup paying too much.

I was charged an extra month of service after cancelling. While I was told that it would be refunded, it was refunded as a credit- to a phone service I cancelled. I tried reaching out again months later when I realized that I had never seen that money again, and was essentially told that the money can't be transferred and would remain credited to the google fi account until I wanted to return... which I will never do, considering how awful and unreliable service was with them.

Would give 0 if I could.
First, it was approximately 36 hours passed the two week trial time when I realized that my new neighborhood (I had JUST moved) had terrible service for Google Fi's 5G network. I tried asking them to kindly let me terminate my new phone lease. I was hit with a hard no.

Ok, I was technically passed the trial date time. I'd expect most companies to be a little more good faith about that kind of thing instead of saddling someone with a 2.5 year phone lease they don't want but I guess this was on me. Fine.

But then, with EVERY subsequent issue I had (primarily, but not limited to, bizarre billing issues where I'd get charged on dates not concurrent with what all my billing data online stated) support would be not only completely useless and unhelpful, it felt like they were vindictive and took actual sadistic pleasure in being unable to do anything to help me.
I had one of them actually tell me "You just don't know how banks work." Excuse me? Why do I need to know "how banks work" (whatever the hell that even means in this context) to read a billing statement that doesn't line up with when I'm being charged?
Most of the time they'd try to tell me it was somehow my fault that they were charging me on dates not mentioned anywhere on my app.
Google Fi needs to purge every single pissy little tyrant that has ever taken a call or a text support ticket for them because there isn't a single person working for their support team that wants to help their customers. Go with literally ANY other carrier unless being talked down to while being denied anything that could be considered customer service is your fetish.

The “activation” is so easy that I didn’t know I was already on the hook for payments, even though I was never able to set it up in my phone. No customer service representative can do anything. They can’t cancel the service or cancel charges. They keep telling me I need to cancel in the app, but I can’t access the app because I wasn’t able to finish setup!!!
In response to my request to not be charged since I never used the service, they actually had the gall to say this:
“Regarding cancelling services:

We do not have an option to cancel the services due to security reasons from our end. In this scenario, we suggest you please perform the steps which we have shared in your previous email to cancel the services.

In Google Fi, as long as your device is active you will be charged with the services. In Google Fi, billing is an automated and a system generated process and we do not have an option to make any changes manually.”
And again, they “activate” service on your phone before you even have the app set up and a phone number, so if you have any trouble with setup you’re just burning time. 😡🤬😡