topic Re: Why was my claim denied? in Nest Thermostats

Why was my claim denied?

aditkow — Sun, 26 Jun 2022 01:01:56 GMT

My Google Nest was installed in December and at the time seemed to be working fine. Come one of the hottest weeks in Chicago this summer once the AC actually needed to be used, my air was working just fine for 3-4 days and then I got a message from my upstairs neighbor telling me my unit was making a weird noise. At that point my nest read that it was set 71 degrees and cooling correctly but it was 81 degrees and the AC would not stop trying to run.

Upon 2 HVAC company’s analyses we discovered the whole central AC unit had to be replaced. When they set up my new $6,600 AC (ouch) they went to set up the Nest and realized it wasn’t working properly at all. Upon further inspection and looking into the nest history - hundreds of stop/start times a day- they realized it fried my AC unit and I was lucky it didn’t also fry my 5 year old furnace. They had to install a normal Honeywell thermostat and told me I need to file a claim with Google because my nest was either installed poorly or malfunctioning but it for sure fried my system.

I was told my claim would be processed in 5 days - I filed one for the cost of the nest/installation as well as the new AC unit. I followed up 2X and finally was told today my claim was denied and no further detail was given at all.

I am still under warranty and have detailed notes from the HVAC company as well as the on/off logs from my AC, and I have no clue why my claim would be denied or given 0 explanation. I should at least be reimbursed for the $260 nest and installation. I think most of the cost of the repair as well but I’m completely and utterly shocked and disappointed that I was offered 0 with no explanation or report from the “engineers that reviewed my case.” I have a family contract lawyer I may have to work with if I can’t get any real type of resolution but I really hope to find someone who can help me.

Re: Why was my claim denied?

MelbaDT — Fri, 01 Jul 2022 06:30:46 GMT

Hey aditkow,

Sorry to hear about what you've been through and I completely understand how you feel.

Could you provide the case id of your interaction with our support team so I could take a closer look at it?

Best,

Melba

Re: Why was my claim denied?

MelbaDT — Tue, 05 Jul 2022 06:44:30 GMT

Hey there,

Checking back in — still need help?

Best,

Melba

Re: Why was my claim denied?

MelbaDT — Wed, 06 Jul 2022 06:48:25 GMT

Hi,

We haven't heard from you in a while so we'll be locking this thread if there is no update within the day. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.

Best,

Melba

Re: Why was my claim denied?

aamber91 — Wed, 06 Jul 2022 17:09:44 GMT

Hello - I still need help. Case number 6-0104000032669. I have waited 10 days for a response via email and keep getting passed around.

Re: Why was my claim denied?

MelbaDT — Thu, 07 Jul 2022 07:53:55 GMT

Hey aamber91,

Sorry to hear about this and thanks for bringing it up to our attention. I've bumped the case over to our higher tier of support. Please continue to hang in there — I'll loop back in as soon as I hear from them.

Best,

Melba

Re: Why was my claim denied?

aditkow — Thu, 07 Jul 2022 11:04:21 GMT

Thank you

Re: Why was my claim denied?

MelbaDT — Fri, 08 Jul 2022 01:14:19 GMT

Hey aditkow,

Could you also provide the case id of your interaction with our support team so I can have it reviewed?

Best,

Melba

Re: Why was my claim denied?

aditkow — Fri, 08 Jul 2022 14:09:31 GMT

6-0104000032669 is the overall case number but I've had multiple chats online with different case IDs were not much info was provided

Re: Why was my claim denied?

MelbaDT — Sat, 09 Jul 2022 04:17:05 GMT

Hey there,

Got it — you're the same person as @aamber91 then. My bad, I thought I am dealing with two separate persons here on this thread as you have different Community usernames.

Anyway, I am still waiting for an update from our higher tier of support about your case. I'll get back to you as soon as I have something to share.

Best,

Melba

Re: Why was my claim denied?

aditkow — Mon, 08 Aug 2022 14:41:21 GMT

Is there an update to my claim? It has been a full month now.

Re: Why was my claim denied?

MelbaDT — Fri, 12 Aug 2022 13:25:34 GMT

Hi aditkow,

Thanks for following up. I understand it's been a while but our engineering team is still on it — please continue to bear with us.

We'll let you know as soon as we have something to share.

Best,

Melba

Re: Why was my claim denied?

Ryan_G — Tue, 16 Aug 2022 10:46:02 GMT

Hey everyone,

I'd like to jump in here and check if you've seen Melba's response. Let us know if you need more help by replying to this thread.

Thank you for your help, Melba.

Regards,
Ryan

Re: Why was my claim denied?

Ryan_G — Thu, 25 Aug 2022 10:15:43 GMT

Hey there,

Thanks for being here in the Google Nest Community.

I'd like to bump in here and make sure that you’ve seen our response.
Please bear with us as we are working on your case and we'll give an update once it is available.

Have a great day.

Best regards,
Ryan

Re: Why was my claim denied?

aditkow — Wed, 05 Oct 2022 01:44:01 GMT

It has been months and I still have no response. This is insane. Can you please share your legal team contact at this point?