These are public complaints and run through a mediated process. They often get a priority support team within companies, even if they are not BBB accredited (like Google), to handle. They sometimes report directly to the executive (e.g. Samsung). Has anyone tried this?
https://www.bbb.org/us/ca/mountain-view/profile/internet-service/google-llc-1216-214105/complaints
(edit to clarify BBB procedures, mediation vs support, etc)
How mediation is different from support: "Mediation is a voluntary, confidential, and informal dispute resolution process where a neutral third party (mediator) helps conflicting parties communicate and negotiate to reach a mutually acceptable agreement. Unlike a judge or arbitrator, the mediator does not impose a solution, but rather facilitates a settlement, often used in civil, family, or employment disputes to avoid court." In short, because the nature of the process is different, BBB complaints often access different job roles in the target company.
ITIL discusses mediation yet most corporate support frameworks do not implement it. There are often free mediation services within cities apart from BBB but they often lack the workflow infrastructure of BBB; it also does not require a local address in the jurisidiction.
Google does respond to the BBB complaints submitted to it and the BBB Core team (likely as an extension of Google support via a contract).
BBB Dispute resolution procedures: "Upon filing, complaints are forwarded to the business within two business days, and businesses are requested to respond within 14 calendar days. A follow-up is issued if no response is received, and most cases are closed within approximately 30 days with statuses such as “resolved,” “answered,” “unanswered,” or “unresolved.”"