Continually being double charged for Nest Aware

[tiffenydmc]

I paid for a yearly Nest Aware Plus subscription on May 28, 2022 and May 28, 2023 in the amount of $127.92 each time. I have also been charged EVERY month for a monthly subscription and CONTINUE to be charged every single month. That amount has now increased to $16 a month.  I have attempted to reach out to support multiple times to have this issue resolved and to be issued a refund for the monthly charges.  I have been told I will be referred to a specialist but no one has reached out to me AND I continue to be charged every month!  When I try to cancel my subscription, I receive an error message and am told to reach out to the help desk. At this point, I am so frustrated that I am considering legal action.  Has anyone else had success in resolving this issue?

[cottrelld]

I have also been unable to cancel my subscription despite multiple calls, tickets, promises of return emails that never come, requests to fill out the same form over and over again, etc.  I'm in the same boat, it's amazing that a company like Google acts this way.

[MplsCustomer]

@tiffenydmcand @cottrelld 

This does not seem right.

You could try the "Contact us" link under "Nest Aware Premier Care" on the page below; they promise that you can "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

Good luck!

[cottrelld]

Already have been going through this to no avail.  They ask for the same information over and over again and then give up u til the next time I ping them and a random new agent starts over asking for the exact same thing.  Probably need a class action at this post since this same issue is all over the forums and they aren’t fixing it

[Lance_L]

Hey everyone,

@tiffenydmc, thanks for reaching out to the Community. I’m sorry to hear that you’re having issues with the Nest Aware subscription. I’d be happy to help you with this.

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.

@cottrelld, our support team has reached out to you via email. I’d recommend responding to that email and continuing the conversation on that channel.

I appreciate the help, MplsCustomer.

Best,

Lance

[tiffenydmc]

Thank you Lance. I have submitted the form. 

[tiffenydmc]

I have also been in contact with support many many times with no progress. They told me my issue was being escalated to a specialist and then never heard from them again. They've simply stopped responding to my emails. I just submitted this special form, so we'll see if that helps. I'll let you know if I make any progress.

[Lance_L]

Hello tiffenydmc,

That isn’t the experience we wanted you to have. Don’t worry, we got your form. Thanks for filling it out. Our team will reach out to you via email to further assist you.

Regards,

Lance

[tiffenydmc]

Just wanted to post a very positive update. After filling out the form, a customer service representative did contact me and resolved my issue completely. They canceled my subscription and provided me with a full refund. Hope all of you will have the same experience!

[ByronP]

Hi tiffenydmc,

Thank you for posting. I really appreciate your effort on this, and I'm glad that was resolved.

Also, thank you for taking the time to post.

Regards,

Byron