Home App billing issues.

[woodyth]

Hello, 

I have had cameras through nest for 5 ish years now. I recently added the flood light and noticed that I have 3 subscription charges being billed monthly for my $12/ month plan, that was supposedly for all cameras.  What gives? As far as I can tell this goes back YEARS! I started a ticket about this months ago and got no response, so I did another and both say " in progress" with no resolution. how long should I be waiting for this? Do I need to address this with the BBB to get a satisfactory result? 

1st Case 7-9863000033869 started 4 months ago

2nd Case 2-5450000033565 started 3 months ago. 

It's really hard to have all this money invested in google ( phone, watch, 4 cameras, thermostat) to only have ZEREO customer response. 

[MplsCustomer]

@woodyth 

You can try the "Contact us" option 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

[woodyth]

This is where I went to start the tickets in the first place. It just doesn't seem that there is any responsibility for those tickets that have been opened. I mean, if I opened a ticket at work and if it was still open 3 months later, I'd be in a world of trouble. 

[MplsCustomer]

@woodyth 

That's odd about the lack of response. I referred another customer there yesterday because they had overlapping old and new subscriptions, and they were able to talk to someone who was able to see their subscriptions and promised to resolve them.

You can also check your subscriptions here:

https://store.google.com/subscriptions

[janthadeus]

Hi folks,
 

woodyth, I’ve checked your case and it looks like our team is already in touch with you. Please check your email for more information about it.

I appreciate your help here, MplsCustomer.
 

Thanks,

JT

[woodyth]

Were they going to email me? I haven't received any sort of response? 

@MplsCustomer Thanks for the replies. 

[janthadeus]

Hey woodyth,

Yep — our team sent you a follow-up email. If you can't see it in your inbox, check your spam and trash mail as well. Let me know if you need anything else.

Regards,

JT

[woodyth]

Yeah I just saw the response. I'm supposed to contact the department that sent me to you. Nothing but big business back and forth, nobody takes responsibility. I'm going to write a letter to the Better Business Bureau. Maybe they will help me get a resolution. 

[janthadeus]

Hi there,

woodyth, I'm sorry you're going through this. I've re-checked the case, and we've escalated this to a higher tier of support. You'll hear from us via email shortly.

MplsCustomer, if it goes beyond their scope It needs to be escalated to our senior support.

Best,

JT

[woodyth]

I got a response. Same as the other. This is ridiculous. I over paid $288 and now I'm just supposed to " deal with it" . " Contact a different google department" is what this last email said. Boy I'm glad I didn't know that already.  

[MplsCustomer · Accepted solution]

@janthadeus 

Why can't the "Nest Aware Premier Care" simply check that @woodyth  has overlapping subscriptions and refund the ones that overlap?

[woodyth]

One would think this is pretty easy, but once again, Make it as hard on the customer as you can....

[Juni]

Hi woodyth,

I just wanted to follow up to see if you still need our help. Please let us know, as we would be happy to answer any questions you may have.
 

Thanks,

Juni

[Dan_A]

Hey there,

I wanted to follow up and see if you still needed help. Please let me know if you still have any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Best regards,

Dan

[Dan_A]

Hello again,

We haven't heard from you in a while, so we'll be locking this thread if there is no update within 24 hours. If you need assistance or want to discuss topics, feel free to start a new thread.
 

Kind regards,

Dan