Why has my Nest doorbell subscription cost almost tripled and how do I correct it?

[ClifT]

Annual cost for my old Nest doorbell has increased from about $53 to about $139. I've just spent 45 minutes trying to find out why, and the Google/Nest website just takes me in circles. I can see when I will get billed, but not how much or why or even what plan I'm on. How can I get some help and get this fixed?

and if I'm posting in the wrong forum, please redirect me.

[MplsCustomer]

@ClifT 

Google Nest announced price increases for Nest Aware in Sept. 2023.  We got an email on Sept. 1, 2023 from the Google Store, entitled "Upcoming Nest Aware Plus price increase".  It said: "This new price will go into effect on your next bill that occurs on or after November 6, 2023".  (Our annual bill is due in June, so we'll see our increase then.)

Google Nest has this Help topic on the price increases:

https://support.google.com/googlenest/answer/13856600

[Lance_L]

Hello everyone,

@ClifT, I wanted to check if you still need help with this. Have you seen MplsCustomer’s response above? If yes, how was it? Reach out if you have questions.

Thanks for the help, MplsCustomer.

All the best,

Lance

[MplsCustomer]

@ClifT 

P.S., you can check your subscription on this Subscription Management page:

https://store.google.com/subscriptions

And this is what you get with each subscription:

https://support.google.com/googlenest/answer/13318581

[ClifT]

Sorry, but I'm still lost. 

The subscription management page link implies that I don't have a subscription and the Google payments page shows no transactions, but my credit card shows a charge from Nest Labs. I'm confused. 

The suggestion for "And this is what you get with each subscription:" https://support.google.com/googlenest/answer/13318581 helped a little. I could at least see the different levels of subscription. However, there is absolutely nothing about the pricing for these services. Please, how do I find out what the service costs":? 

[MplsCustomer]

@ClifT 

Google Nest seems to only post the prices of their newer (since 2020) Nest Aware and Nest Aware Plus subscriptions:

https://store.google.com/product/nest_aware

I haven't seen any prices listed for 1st gen subscriptions, which depend on how many cameras you have, and which you can no longer buy.

You could try 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

[ClifT]

Thanks for the suggestion about the Contact Us link. They couldn't figure it out either but have escalated and promised to follow up with me. Problem is far from solved but I finally feel like we're beginning to make progress.

[ClifT]

For others who may be looking for pricing info, here's pricing for ALL of the Nest plans: 

https://store.google.com/product/nest_aware?hl=en-US&modal=upgrade-pricing

[Jenelyn_O]

Hi folks,

@ClifT, I'm glad to hear that our support team is taking a closer look at your case by escalating it. You can continue getting in touch with them to avoid confusion. I appreciate you for sharing the link about pricing information that would help other members of the Community as well. 

Thanks for the input, @MplsCustomer and Lance. 

Regards,

Jenelyn

[ClifT]

Hey folks, its been two weeks since i asked what should be a simple billing question. It's evidently been escalated, but I'm still waiting patiently for an answer. Can anybody help?

[MplsCustomer]

@ClifT 

I'm just another Google Nest customer. If you have an unmigrated Nest Account, I think, based on other posts in this forum, that you can check your billing for 1st gen subscriptions here:

https://store.nest.com/account/orders

(We have a 2nd gen Nest Aware Plus subscription, so we check it here: https://store.google.com/subscriptions.)

As for WHY the increase,, our Sept. 1, 2023 "Upcoming Nest Aware Plus price increase" email said only "We wanted to let you know that the price of your Nest Aware Plus subscription for [your home] will soon increase from $120.00 a year to $150.00 a year (plus applicable taxes)" and referred us to this link:

https://support.google.com/googlenest/answer/13856600

That pricing page you found seems to indicate that the percentage increases were larger for 1st gen subscriptions. Maybe Google Nest is trying to push people to migrate from a Nest Account to a Google Account and from a 1st gen subscription to a 2nd gen subscription. We did that in 2020, so they've been pushing for awhile.

[Jenelyn_O]

Hi ClifT,

I'm sorry for the delay. I just want to check if you managed to see the response above — I hope you got the answer you're looking for. Please let us know if you still have questions in mind. 

Thanks for your input, @MplsCustomer.

Kind regards,

Jenelyn