topic Re: Double billing in Subscriptions and Services

Double billing

Lamont1526 — Sat, 02 Sep 2023 00:49:34 GMT

On August 30 2022, I paid 300.00 as a reoccurring charge for nest doorbell video monitoring. I replaced my old nest doorbell camera in November 2022 after 3 years.
At the same time, I switched to nest aware plus for 120.00 per year.

I canceled the older subscription for 300.00 when switching to my current nest aware subscription.
I did not received a prorated refund after switching from the old subscription.

Today I received a 300.00 charge on my credit card from nest lab 855 469-6378 ca. ref# 3363.

I also received an email advising me that my current nest aware subscription will increase to 150.00 effective November 6, 2023.

Nest/Google is double charging me for the same service. I have tried to contact Google and Nest to resolve problem with negative results.

No way to speak to a person and no response to emails sent.
I have canceled the transaction with the bank.
Nest or Google needs to cancel the 300.00 subscription and prorate my refund.

Please maintain my current paid nest aware account and renewal in November 2023 for 150.00.

Re: Double billing

MplsCustomer — Sat, 02 Sep 2023 02:14:28 GMT

@Lamont1526

We've been Google Nest customers for over 4 years, and have never heard of a $300.00 "recurring charge" for "Nest doorbell video monitoring". That seems an excessively large amount. Was this by any chance through ADP or some other monitoring service?

When we got our first Nest Hello Doorbell and outdoor camera in 2019, we paid $50/year for a 1st gen Nest Aware subscription for our doorbell, and $30/year for the camera.

We got our first Nest Aware Plus subscription in June 2021 for $120/year, covering all of our cameras.

You should be able to reach a live person by using the "Contact Us" link under "Nest Aware Premier Care" on the page below to "Get 24/7 access to Nest Aware Experts on the Nest Customer Care team. They’re available to answer questions, help you access features, and manage your subscription."

https://support.google.com/googlenest/answer/9233159

Re: Double billing

EdmondB — Sat, 02 Sep 2023 03:09:26 GMT

Hello Lamont1526,

I'm sorry to hear about your experience on your Nest Aware Subscription. We'd be happy to take a look into this for you. Please fill out this form with all the needed information. Let me know once you’re done.

Thanks for the help, @MplsCustomer.

Best,
Edmond

Re: Double billing

Lamont1526 — Sat, 02 Sep 2023 03:51:18 GMT

Yes, they billed me 300.00 and I paid that per year. I purchased at Best Buy and paid for several years until switched to aware plus.

door locks, thermostat and

I tried your suggestion and got the same messaging system. No live person to talk to.
confusing . Google/Nest appear to be deceptive and dishonest. Several other similar complaints regarding this have been reported.

perhaps you can contact them by phone and they will answer. The two numbers from the billing information and prior contact, no longer work or no answer.

if you have more information, please provide. Otherwise, scam alert!

thank you

Re: Double billing

Lamont1526 — Sat, 02 Sep 2023 04:30:15 GMT

Please explain to me why I can not call a number and speak to a live person?
If you are so knowledgeable about Google/Nest give me the telephone numbers to solve issues.

Re: Double billing

MplsCustomer — Sat, 02 Sep 2023 14:01:37 GMT

@Lamont1526

The only way I know of to contact Google Nest Support is through the "Contact us" link.

When you go to the link I provided:

Select a category/product family, and type in a brief description of the issue, then click "Next".
Click "Other", then click "Next step".
Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page page.)
Under "Contact options", choose to get a phone call or chat with the team or email, depending on availability in your country and the time of day.

Whenever I've tried it, I've been able to get a phone callback pretty quickly, Other customers in this forum have reported they are able to talk to someone when using the "Contact us" link under "Nest Aware Premier Care".

You could also fill out the form that EdmondB asked you to fill out.

Re: Double billing

EdmondB — Mon, 04 Sep 2023 20:53:48 GMT

Hey there,

To get to one of our phone support you can either fill out this form or you can follow the steps that MplsCustomer provided and someone from our team will contact you and verify some information about your concern.

Let me know once you fill out the form.

Best,
Edmond

Re: Double billing

EdmondB — Mon, 11 Sep 2023 21:10:19 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