Google Reviews 455

Is it possible to give -5, I would. The service coverage is 8 of 10. The single line price is too high. But the customer non service is beyond anything I've ever felt with. 2 issues over 3 years, canned responses, failed promises and they basically brush you off. In 3 days my new carrier takes over.

If I could give it a negative, I would. I initially signed up for the free trial. The service was poor so I cancelled in 24 hours of sign up. I was charged over $70 and when I called customer service they told me I would have to wait up to 90 days to get the money which went from $70 to $62 because it was prorated..I would never recommend Google fi, and I would never use their service again.

Absurd! service is very spotty, costs More than my current carrier, and absolutely cannot get any account credit for 90 days after cancelling service?! Even after contacting priority customer support! wouldn't recommend this service to worst enemy at this rate !! customer service is absolutely useless.

Google was running a promotion for a free google watch with 24 credits over 24 months. I got it for my daughter, per the website... discount of $399.99... okay... then I start getting billed... they claim the promotion expired the day before... then why let me buy the watch with the promotion? I believe they are committing fraud by billing me an unagreed upon amount and consequently, credit card fraud by billing said unagreed upon amount to my credit card.

Do not use their cell service. Do not purchase their phones. You will regret it.

Do not use this company. I attempted to sign up for this company while in Mexico. I was assured I could do so by customer support. The process could not be completed. BUT I HAVE BEEN CHARGED FOR TWO MONTHS OF SERVICE NOW. Despite having been in contact with customer support management constantly. Never received any service, still being billed. It is billing fraud. Don't be ripped off by this company.

I had a problem with my bank account which caused an auto payment to fail. It was a Friday and I went to the website to make a one time payment with another debit card. My debit card was refused as a "prepaid" card. I called customer service to no avail. They can't take a payment over the phone and the website is not set up for a one time payment. It's Friday and Monday is MLK Day so I had to resolve the problem immediately. FIVE different times I requested a supervisor and was refused. I asked for a transcript of our conversation. It never was provided. Two days later I received an email from a supervisor. I have been a subscriber since the beginning when it was Project Fi beta. Back then, customer service was great. Now, it is non-existent.

Asking customer service help with wrong sales tax rate. Provided them the official rate report for my address, still like there is nothing they can do, said that they were following the jurisdiction. My address is not within the city limit, I shouldn't be paying for that part. They are like robots , unresponsive, the most unhelpful customer service I've ever experience I've had.

Do not do it. They just fraudulently charged my card over $300 and refuses to give back the money. The customer service is super poor. Don't do it. Please just go with a local service. Stay away from Google

Wow! Wish I would have checked trust pilot reviews before I switched to Google fi! Signed up for the Cyber Monday promotion for half off The unlimited standard plan on December 1st. Had trouble porting a couple of the lines over from my old carrier so two of the lines didn't get switched over until December 7th. apparently in the fine print numbers had to be switched over by December 5th. I got my first bill and the two lines that I had trouble switching over are not being charged the promotional price. I Contacted customer support who offered no help at all. On top of that I have four lines. So the most that any one line should be is $25 and the two lines that I didn't get switched over are being charged $50 each. If I would have just signed up for four lines under normal circumstances without any promotions, my bills should be $100. My most recent bill was over $100 So now my bill is more than if I would have just signed up the four lines without any promotions.

I want to give zero for its customer service. It won’t do manual adjustment to its plan. Charge mistake with wrong calculation won’t explain how it come up with charge. Won’t adjust wrong charges. No one is calling you back. I guess that I have to use credit dispute to fight it!!!! Sigh

Worth experience.
1. Ordered phone and plan on 3rd of December. Didn't activated serviss untill received phone.
2. Received phone in 6 days.
3. Started request of transfer my numbers from Verizon to fi. One line was transfered quick, another one sayed "can take 1-2 business days'.
4. After 5 days called to customer support and the told that Verizon still not released number.
5 called Verizon and they told transfer pin are expired and I have to initiate request with new pin.
6. Google fi doesn't have option to start new request and cancel old. Since you started once, you can't stop to resubmit. So called one more time to Google, they canceled old request and allow me to start a new one. They say it usually take up to 10 minutes (in did my other line it took 1 minute to transfer, or even faster).
7. After 4 hours awaiting called Verizon to check and they said that Google never sent them request to transfer number, not first not second attempt
8. Called Google fi and instead to send request they hold me on phone for about 1,5 hour untill they finally did requested number transfer.
9. After I said to my self: "finally, after total 3,5 hour on phone, and 5+ day I finished transfer" I found that Google fi instead of my original number put totally random and unknown number.
10. I called Google fi and requested to revert everything, +return them pixel phone and give refund. They keep me on line additional 15 minutes and catch my number back to me.
I wasn't ready to spent another day to transfer it back so I stayed with them for now.

And story not ended.
When I chalked billing I founded the "taxes and fees" in Google 3,5 time more expensive than Verizon. It mean that I have to pay almost 150$ taxes per year extra. But:
12. When I signed for the deal it says credit toward phone, credit toward watch in 24 month , and credit for "bring your phone" for second line.
I did my order on December 3rd, and didn't seen in my billing credit for my own phone. When I chat with customer service they mention that deal expired on 4th of December, when I show confirmation of purchase 3rd, that changed they I had to start transfer before I got phone for second line. Then in conversation they changed mind and sayed that I was an existing customer because few months ago I used "try 7 day for free".

So beside that Google pixel is absolutely junk for the price of 1000+$ (any cheap phone such as motorolla-lenovo same quality bet 5-8 times cheaper), Google fi is totally Absolutely terrible company, with deceitful marketing and completely deceitful and incompetent customer support.

Buy iPhone and normal carrier, but not this unbelievable junk phone and service.

Google phi has been messing me around for more than two months. I have had more than 10 cases open for not being able to order a phone. I am paying for my Google phi service and they continually hang the phone up on me on their customer support calls or tell me that a supervisor will call me back that never does. Please read the reviews that everyone puts about the service as Google phi is ridiculous about supporting their customers. My account has no problems whatsoever and there is no reason why they should not be able to process a phone and send it to me as I have paid them three times since the case was opened. Now I am waiting more than 80 days for any help on my case and I am getting absolutely nowhere. It is horrible. I am seriously shocked at how bad the customer support the Google provides. It does not have to be this bad on any frame. All they would have to do is put someone in a customer service position that can resolve the case on the same time. But instead, all they ever do is diffuse deflate and deny.

Six calls in and hours on the phone, Same troubleshooting questions. Never works.
Supervisor will call but doesn't, or calls hours or days later and misses me.
All I want is to have a personalized message and have the system take a message if I don't pick up.
Pretty basic stuff.
They can not even do that,
I am switching.

If you are military overseas do not get GoogleFi. I have been without service for about a week now with no help from GoogleFi customer service. I was told I have to wait on SheerID which is a 3rd party they use to verify your identity as military. SheerID is not taking my orders as identification, and when I emailed SheerID customer service they will not get back to me for 4-7 days. So many better options than GoogleFi

The coverage and prices are great — until you have to deal with customer service.

My husband is listed as the “owner” on our shared account, and even though he gave permission for me to handle issues, they still refuse to talk to me. He’s told I need to report problems from my phone, but when I do, they tell me he has to do it. Total runaround! I feel like it’s 1904 and I need my husband’s “permission” to do anything.

When I replaced my phone, they gave me the same nightmare over switching my insurance — endless “we’ll call you back” promises and no resolution.

Great service doesn’t mean much when the customer support is this frustrating.

Google Fi uses its website to argue their point, though pages are different everywhere, and they don't provide communication on fees or billing in real time. For a big data and communication company, they still wait last minute to bill you the final amount, so you can't react. $144 international bill for calling my house phone that is U.S. area code and the cell phone number is U.S. area code when I was traveling out of U.S., they track your real-time location, not the phone number so big bill at the end of final billing period. No understanding even if you show their website info isn't consistent.

I understand now all those bad reviews.
Google it's damaging his name by being used on Google Fi. this service is terrible, there is really no perks for being part of the google ecosystem, the customer and support is awful, the coverage is subpar... they say they use Tmobile network, but found myself with poor signal or no signal in areas were people using Tmobile had good connection. (and I'm using a Pixel Phone) they have a bunch of extra charges, the promotions on the phones are ridiculous, they don't include anything other than data abroad which you might use occasionally.
one of the phones i got with them had an overheating problem and i send it back and they refuse to repair it because the screen was chipped, even tho i never requested the screen to be fixed....and when they returned the phone, it would not turn on again... but in order for the phone to be reviewed, i was obligated to pay for the screen repair, which it was almost as expensive as the phone (it was a pixel 8a). so I had to take the loss.
so imagine how dissatisfied i was with the service that even tho they make their plans cheaper, I finally just closed the account, and the closing of the account it might take up to 90 days.
Also, all my devices had to be bought, because when I open the account, I was waiting for the new pixel phone to get the promotional discount with pixel pass, which they remove, and now new devices didn't have that discount because "I was not a new user". It really baffles me that this is my only bad experience with a "Google" product, so please, if you are in the google ecosystem and think that this make sense because it's part of google.... Think again! you might get yourself into a very bad service.

I've been a Google Fi customer for years. I've never had any issues with them (other than their substandard service, but hey, it's cheap!) until this month. I've never had any late or missed payments.

Google Fi has a store, and you can often purchase phones at discounted rates. I've done this a few times in the past.

In September, I bought a Pixel 10 Pro XL from their store. It wasn't my first choice in phones and I would never have paid full price for it but they had a good offer so I took it.

I also adjusted my plan from Unlimited WiFi to Unlimited WiFi Essentials. No big deal. The only reason I did it was because Google Fi sent me an advertisement and it seemed like a better plan for my needs.

A few weeks later I got an automated message via their app that my rebate "hadn't worked out" and that I'd now be charged an ADDITIONAL $450 for their stupid phone, all at once, no other options.

I emailed customer service immediately. No response. I called customer service and was told we could work things out. I was okay with that. I assumed I'd have to switch back to my old plan.

Nope. I got another automated message a few days later saying that my request to work things out was denied and that I was going to be charged $450.

I contacted them again. I explained the situation again, explained that I had not intentionally violated the contract, and offered to return the phone.

I emailed multiple times. No response.

Today, they charged me $450. I called customer service and asked for my account number so I could file a proper complaint with the BBB and my State Attorney General's office. They refused to provide me with any information at all. Nothing. Not even my own account number. I asked to speak to a supervisor, and I was told they couldn't help me either.

I've gone over this in my head, and while I'm sure they're technically correct about the contract, I believe this was a deceptive business practice for a few reasons:

I was completely stonewalled when calling them about an honest mistake. After years of being a good customer. That's BS. It shows me that their optimal situation is to wait until they have legal clearance to rip people off

I changed my plan in response to an ad that Google Fi sent me directly.

At no point during my plan switch did I receive any sort of notification that this would result in me being charged full price for a phone I would never have voluntarily paid full price for. I don't have their contract memorized, and expecting me to know the terms weeks later off the top of my head is ridiculous.

Google Fi knifed me in the back. As it turns out, I can absorb the hit. But if having a company steal $450 from any of your accounts without notice a few weeks before the holidays sounds bad to you, I would sincerely recommend going with another carrier.

Google charges you an arm and a leg for unlimited data and then when you reach a certain amount they throttle you back so much. It's unusable. Well that's not really unlimited now is it. Yes I can get more but it'll cost me. I'm not made of money and I'm not rich off the backs of other people like the Google executives are. I will no longer be using their service because all they're trying to do is extort me for extra cash. If I pay $200 a month for something I expected to be a product that actually works as advertised.