Customer service is disgraceful! Beware small business owners!
Updated March 07, 2021

Customer service is disgraceful! Beware small business owners!

Monica Galloway | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with Google Ads (formerly AdWords)

I am expanding my business as a vacation rental owner. I currently utilize various vacation rental websites that charge service and subscription fees. I am seeking other independent avenues to promote my vacation rental property to generate more business. This will allow me the opportunity to book reservations at a lower cost and to give my guests more personalized service.
  • Google Ads lures in new clients with great front-loaded discounts/credits.
  • Service representatives are slick with unrealistic goals for small businesses.
  • Google is world renowned and one would assume high expectations.
  • The Google representative prematurely activated my Ad Campaign before my website was completed. Subsequently, my credit card was charged for 1000's of 'clicks' and zero, not one booking inquiries.
  • There is no system in place to differentiate who or where the 'Clicks' are coming from. From me, my Google Ad Campaign representative, or one of Google Ads terrible service support team.
  • Good luck trying to get customer service to resolve any issues that pertains to specific complaints about the Ad being run prematurely or getting any kind of refund.
  • My initial contact with the Google Ads sales rep was just before Thanksgiving 2020. I started getting billed and paused the account on January 1. Since then I received a partial refund AND another bill for almost $300!
  • Google Ads has done absolutely nothing to promote my vacation rental property, nor did it generate even 1 phone call or mail inquiry. The only revenue that was generated went into Google's deep pockets.
  • Based on the number of 'clicks' my vacation rental received on Google Ads my cost was almost $1000 (not including the discount/credit promotion), countless hours of frustration, and never-ending emails that offer empty solutions and support!

Do you think Google Ads delivers good value for the price?

Not sure

Are you happy with Google Ads's feature set?


Did Google Ads live up to sales and marketing promises?


Did implementation of Google Ads go as expected?


Would you buy Google Ads again?


I would have rated Google Ads support team a zero if it were at all possible. Since the last week in November, 2020 I made countless attempts and spent over a month trying to reach a live person to help me. My website was incomplete, the Google Ad was running prematurely and my credit card was being charged. When I finally received a callback on Jan 1, 2021 it was advised that I pause my account and wait for the outcome for my refund. On February 4th I received a partial refund. I was in the process of contesting for the full refund. To my surprise on February 14th my credit card was billed again for almost $300!
Another call made and an email sent! As of today, 2 weeks have gone by and I have still not receive any word Google Ads. "Here we go round the Mulberry Bush!"

Addendum- The very day that I wrote this review I received this email from A Google Ads Manager II, Sales Service Delivery, "Hi Monica, We have confirmed there is
an issue with your refund and we are working diligently to resolve this!
Rest assured we will do everything we can to do right by you in this
Their "resolution" came the following morning when I received an email notice stating,"You are receiving this message because you have an outstanding balance on your Google AdWords Account"!
The nightmare continues! Unbelievable!!

I suspect that Google Ads is not for the novice user. I told my 'Ad Specialist' that I was not the best on computers and apprehensive about my ability to maneuver the website. He told me on more than one occasion that "I work for you...I'm your me any time or send me an email"!
The sales and service representatives for Google Ads are very well trained, though not much integrity. Despite that I told my Google Ad Specialist that my website was incomplete the ad was published live anyway! Beware that the 'talk' is good, but it ain't cheap!
Once the Ad Campaign was initiated at the end of November 2020 my 'slick' Ad Specialist would not answer my emails or take my calls. When I noticed that my credit card was being charged I filed a complaint through Google Ad support link. Since that time I have received countless auto-response emails and have been directed to the 'support link'. This resulted in even more auto-response emails from Google Ads for promises that someone will call me or that my complaint has been forwarded to their review team. I was even sent emails stating that a phone call was attempted but "there was no connection"! What?!
More than I month after pausing the account on Jan 1, 2021 I received a partial refund. A week later I was billed again for almost $300! 3 weeks have gone by with several emails sent and phones calls made to Google Ads. Still no resolution. No explanation. No refund!

Relationship with Google

"During the sales process" the Google Ad Specialist, Chris was awesome!
Quick to help, spent a very long time with me over the phone and gave me
his personal cellphone number. Chris encouraged me to call or email him
at any time that I had a question or concern.
Chris mentioned that he
would be visiting his family for Thanksgiving.
After the holiday I made several phone calls, sent texts and emails. Finally, on Dec.14 I received a text with nothing but excuses.
During the pre-sale lots of promises made about Googles commitment to customer satisfaction and service. After the initial conversation and credit card info exchanged I have received many auto-responses from the customer support team. Trying to get any personal resolution online or through email is virtually impossible. I've been fighting a refund for almost 4 months!
I finally received a partial refund on Feb 4th then billed again for $289.20 10 days later. Sent yet another email on the 14th...I received an auto-response and still no resolution. Made a phone call today 3/4/21 and was sent yet another support link -gone that route already and still no help!
If you own a business and give your customers the very best that
you have to offer do NOT expect the same standards of professionalism
and integrity with Google Ads/Adwords. Prompt, precise and effective
customer service is non-existent!
Beware the trap of front
loaded deals, credits and sales pitches, especially if you are a novice
or are a small business owner (my credit card was charged
Google Ads has no system to determine
who or where my billed 'clicks' are coming from. From me...the sales
representative...Google Ads/Adword? Or potential customers?
The only "tip or advice" that I have on how to "...effectively deal with this vendor" is to NOT!