topic Re: unable to cancel 1st GEN Nest Aware - charged $180 in Subscriptions and Services

unable to cancel 1st GEN Nest Aware - charged $180

fokrab — Thu, 28 Dec 2023 14:26:39 GMT

Hello - I migrated to Google Nest in Sept 2023. Initiated new Nest Aware plan effective October 2023 for 12 months. All was good until I was charged $180 for the previous 1st GEN subscription. Even shows an Order number when I drilled down into Google Customer Service. Tried to cancel and I received error message.

I spent hours making phone calls. Promised escalation, 24-48 hour email responses. Nothing but frustration. Will resort to disputing charge with credit card company. Anyone have success cancelling with Google Nest ?

Thank you.

Re: unable to cancel 1st GEN Nest Aware - charged $180

Bear54 — Thu, 28 Dec 2023 23:09:46 GMT

Yes, tried to cancel 1st Gen subscription and put all cameras on my Google new camera account. Keeps saying my account has been migrated but Nest Labs still charging me monthly for the increased Nest Aware and cameras can not be seen on Google account . Can not find any live person anywhere at either Goggle Nest OR Nest Labs, numbers listed for both on CC billing statement say they are not in service. Can not find anyone to cancel high $ Nest and transfer to Home account on Google.

Re: unable to cancel 1st GEN Nest Aware - charged $180

fokrab — Fri, 29 Dec 2023 00:48:18 GMT

Hi Bear - when I migrated the signed up for a new account through google store for Oct 23-24. And now in December I’m charged for the legacy account Dec 23-24. Actually they encourage the migration to save money. 80 vs 180/for similar package. I’m going to make another call or two and then dispute the charge. I even have the order number found on the nest website, but when I click cancel it says error. They suck.

Re: unable to cancel 1st GEN Nest Aware - charged $180

HiveMinder — Fri, 29 Dec 2023 08:32:44 GMT

Yes probably easiest option is have credit card company refuse the charge or cancel the payment.

Re: unable to cancel 1st GEN Nest Aware - charged $180

Lance_L — Sat, 30 Dec 2023 19:53:09 GMT

Hello everyone,

Thank you for reaching out to the Community. I am sorry to hear you're experiencing issues with your Nest Aware subscription. I’d be happy to help investigate this matter with you.

@fokrab, can you share the case ID from your interaction with the support team so I can check what happened?

@Bear54, I’d like to dig deeper into this. I need additional information from you that would be best shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. This form is only meant for you to use, so let me know once you’re done.

Keep me posted.

Best,

Lance

Re: unable to cancel 1st GEN Nest Aware - charged $180

fokrab — Mon, 01 Jan 2024 19:49:26 GMT

Hello Lance. @fokrab here.

Appreciate the follow up. I recently received an email from Mike, a case manager assigned to this issue. I confirmed certain information on a follow up phone call with Mike and within days a refund was issued to my credit card. Customer service was excellent once my issue was escalated to the proper group (those with knowledge of the legacy Nest Aware subscriptions). Much thanks for your offer to assist. Happy New Year.

Re: unable to cancel 1st GEN Nest Aware - charged $180

Lance_L — Mon, 01 Jan 2024 21:20:04 GMT

Hey everyone,

@fokrab, Happy New Year! I am delighted to hear that the matter has been resolved. Should you have any more questions in the future, please don’t hesitate to reach out.

@Bear54, we haven’t seen your form submission come through - were you able to access it alright? Let us know if you’re running into trouble or still need our help.

All the best,

Lance

Re: unable to cancel 1st GEN Nest Aware - charged $180

HiveMinder — Mon, 01 Jan 2024 22:45:21 GMT

What a great result👍

Re: unable to cancel 1st GEN Nest Aware - charged $180

Bear54 — Wed, 03 Jan 2024 02:00:59 GMT

Filled the form and submitted it. Actually Removed all cameras. No response to form. Still no response or able to find live person to see if subscription for those “ no longer to be supported” cameras is canceled.

Re: unable to cancel 1st GEN Nest Aware - charged $180

Lance_L — Wed, 03 Jan 2024 03:37:32 GMT

Hello folks,

@Bear54, we got your form — thanks for filling it out. Our team will reach out to you via email to further assist you.

Regards,

Lance

Re: unable to cancel 1st GEN Nest Aware - charged $180

Tweety63 — Wed, 03 Jan 2024 17:33:07 GMT

I'm getting charges as well and never asked for it. Were you able to resolve your issue?

You can't talk to anyone, can't chat, can't email. We need to report this to a higher lever, BBB, Congressman, etc.

Re: unable to cancel 1st GEN Nest Aware - charged $180

Lance_L — Wed, 03 Jan 2024 19:17:35 GMT

Hi everyone,

@Tweety63, thanks for joining the discussion. I’m sorry to hear that you’re having issues with this as well. Don’t worry; help’s here.

To get in touch with our support team, visit our Contact Us page and follow the prompts until you reach Contact Options. Then select “Get a Call” or “Chat.”

That being said, I’d like to look into this for you. I require more information from you that would be best shared privately. I have provided a link to a form that you can fill out, which will allow us to investigate this matter further. This form is for your exclusive use, so please inform me when you have completed it.

Best,

Lance

Re: unable to cancel 1st GEN Nest Aware - charged $180

EdmondB — Fri, 05 Jan 2024 22:52:26 GMT

Hey Tweety63,

Thanks for filling out the form! Our support team will send you an email soon to help you out. If you have any more questions or concerns, please let us know.

Cheers,
Edmond

Re: unable to cancel 1st GEN Nest Aware - charged $180

jamesakers1 — Wed, 17 Jan 2024 21:06:03 GMT

How do I know this link is legit? I can't believe you folks don't have a number that can be called. I feel as though I was abandon from NEST. Everything was working fine till Google came along. Migrations are tough but this is ridiculous. Now I'm out $240.00......YES $240.00 charge from NEST LABS **** ***** ***** *****. Will try credit card company to reverse charges first. Then CLASS ACTION LAWSUIT.

Re: unable to cancel 1st GEN Nest Aware - charged $180

EdmondB — Wed, 17 Jan 2024 21:10:36 GMT

Hello jamesakers1,

I apologize for the inconvenience you've experienced. To assist you better, I've prepared this form that will help us address your concerns regarding your Nest Aware subscription cancellation and refund. Once you complete the form, a dedicated member of our support team will reach out to you via email. They will guide you through the cancellation process and assist you in obtaining a refund. Please let me know once you have submitted the form, so I can promptly follow up with our team and ensure a swift resolution to this matter.

I look forward to your response.

Best,
Edmond

Re: unable to cancel 1st GEN Nest Aware - charged $180

EdmondB — Fri, 19 Jan 2024 21:44:35 GMT

Hi there,

I wanted to follow up and see if you were able to fill out the form?. Let me know if you have additional questions.

Regards,
Edmond

Re: unable to cancel 1st GEN Nest Aware - charged $180

Tweety63 — Fri, 19 Jan 2024 23:02:00 GMT

Yes I did, two weeks ago. You even thanked me for filling out the form.

Re: unable to cancel 1st GEN Nest Aware - charged $180

EdmondB — Sat, 20 Jan 2024 00:05:17 GMT

Hey Tweety63,

Thanks for keeping us in the loop. If you need anything else, just let us know we're always here to help.

Best,
Edmond

Re: unable to cancel 1st GEN Nest Aware - charged $180

Jngo — Thu, 01 Feb 2024 05:41:31 GMT

Hi @Lance_L, I've been requesting a follow-up and haven't heard back from anyone. I called again and support promised once more to contact me with a status but again I haven't heard back on this matter. There are multiple posts on this legacy 1st gen issue and I'm losing faith that there is any sort of assistance. It seems absurd to not be able to cancel in and then continue to annual renew for a service no longer in use. It's fraud. The idea that we're all here begging for assistance, call backs, email status, posts... we're working here just like you and need help. Is anyone at all able to help cancel a legacy 1st gen subscription that doesn't show up on my account? I've been paying for it for the last 2 years without service given to me from this 1st gen.

Case: 3-7849000035504

Current thread: https://www.googlenestcommunity.com/t5/Nest-Aware/Nest-Labs-is-charges-yearly-my-credit-card-without-showing-an-subscription/td-p/577748

Re: unable to cancel 1st GEN Nest Aware - charged $180

cottrelld — Sat, 03 Feb 2024 16:15:28 GMT

Same issue, I also filled out the form