Cancelling a nest aware subscription

[JFS1]

• I can not believe how hard it is to cancel my subscription of best aware. Google are saying they have no record of it and to contact nest and when I do it directs me back to Google. I have spent days going round in circles. There is no record of this subscription anywhere and no where to cancel it. I just have the below appear.

• The Nest Aware subscription for this home is managed by a different user. Please contact this user to make changes to the

  subscription.

• Anyone else have this?? Please help! 

[Malinda585]

I cancelled my subscription last May when we sold our home.  We were just billed for another year $150.00.  They refuse to refund my money, even though I cancelled it, no longer have the device or home.  

[JFS1]

Oh no!! I fear that will happen to me!!! It’s so bad!! It’s literally impossible for me to cancel it! 

[Lance_L]

Hey everyone,

@JFS1, I’m sorry to hear that you’re having issues canceling your Nest Aware subscription and contacting our support team. Don’t worry; help’s here.

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.

@Malinda585, I understand how frustrating it can be when your refund request isn’t granted. I’d like to dig deeper into this. Can you share the case ID from your interactions with the support team so I can check what happened?

Keep me posted.

Thanks for the help, MplsCustomer.

All the best,

Lance

[Malinda585]

2-0456000035589

Thank you, Lance.  
I really hope you can help me.
Maybe my confidence in nest and google will be restored.  

[Malinda585]

I sent in the form. 
Thank you. 

[Malinda585]

Still haven’t heard from you, nest, or google. 😤

[Malinda585]

Please help to resolve this issue. 
Please don’t be someone who looks nice on a thread, and that’s all there is. 
OR….. I will continue to put posts on here as well as warn others to cancel nest and run to another provider. 

[JFS1]

Any news? 

[Malinda585]

Crickets.  Nothing.  Silence.  They don’t care. 

[katykay]

Please send me a link as I am having the same issue!!!

[MplsCustomer]

@JFS1and @Malinda585 

Have you tried the "Contact us" link under "Nest Aware Premier Care" on the page below? They say you "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."  Hopefully they mean it.

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

[JFS1]

Yes and I keep getting sent around in circles! But thank you 

[MplsCustomer · Accepted solution]

@JFS1 

Is there any way at all that you can try to figure out which email account you used to set up the subscription, and then use that account to cancel the subscription?

[JFS1]

I’ve tried so hard, it’s insane! I only have two… 😞

[MplsCustomer]

@JFS1 

Was your subscription set up some time ago using an email account you don't use anymore? Or by someone else in your Google Nest "household"?

[Malinda585]

Yes.  After speaking with someone I could hardly understand, 45 minutes of my life gone, they tell me they will look into it and email me.  Two days later, the email says they will not be refunding my money. 😡😤🤬

[Malinda585]

I spoke with someone at nest who said they would review it.  Then I received an email saying they were denying my refund.  
I already had cancelled my subscription last May. Then they charged me the end of January again.  
I’m not sure what leg they have to stand on when I called once I received the charge on my credit card and told them I had moved and cancelled my subscription last year. 

[Malinda585]

Do you have a family member it could be under?

I thought ours was under me, but was under my husband. 

Good luck getting anywhere with this. They need a lawsuit against them to wake them up.  They are completely unresponsive, and don’t cancel when you request and don’t refund when they bill you.  

[tiffenydmc]

Hi Malinda!  Were you able to get this issue resolved? It seems this is an issue for many many folks. I have been attempting to have the same issue resolved for months.  I am considering legal action at this point. 

[Malinda585]

No, I haven’t.  
I don’t know where to turn at this point.  
I may go to my bank and see if they can reverse the fee.  
It’s sad google can get away with this.  I don’t even own a google or nest device, and haven’t for almost a year, yet, they still can bill me. 

[WIChris]

I have been trying to cancel two nest aware subscriptions for months now.  I now have two open cases and they keep billing me.  At this point I would say this is fraud for charging you for something you did not order.  

Nest Aware ⋅ Cancel subscription

Case ID 9-3310000034823

Nest Aware ⋅ Other

Case ID 0-3710000034985

[WIChris]

I filed a complaint with the Federal Trade Commission.  https://reportfraud.ftc.gov/#

[Malinda585]

I reached out to my bank, and they returned my money to me.  
Anyone with a billing issue, try that.  

[MarshaC]

Sounds much like the problems I am having.  I got a different internet provider and change the WiFi setting. I was charged $160 for something listed as "Electrical parts and equipment".  I have been trying to contact someone but just get the run around on the website.  I can't find anything in my account indicating I have a service. frustrating!