Epistimological check-in: we don't actually have any evidence, except for a very high level story from the OP without much relevant detail. So all we have is the base rate, which is in almost all cases when there are billing problems they are at least to some extent because of negligence or fraud on the part of the customer.
The base rate of building problems is that the customer screwed up, and the base rate of Google support problems is that Google is negligent. I'm not sure how to compare these.
