Double Billed for 1st Generation Nest Aware and new Nest Aware

[vonora88]

I had a subscription for the 1st generation of Nest Aware (video recording).  I unfortunately made the migration to the new Google Nest in November 2022.  Since then I've been double billed for both the 1st generation Nest Aware and the current one. I've tried contacting Google support but I can't get a hold of anyone to assist. Does anyone have any advise on how to cancel the 1st generation nest aware and get reimbursed for the double billing?

[MplsCustomer]

@vonora88 

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

[vonora88]

I’ve tried that as well, no luck so far 

[EdmondB]

Hello everyone, 

@vonora88, that certainly hasn’t been easy for you. Let’s check what’s going on. Can you please share your case ID so that we can check if there is any update on your case? 

@ArrEmm13, please fill out this form so that we can check with our support if it needs to be escalated to our engineering team.

@Obespalov, thanks for keeping us in the loop, and I'm happy to hear that this has been resolved. If you need further help, let me know.

Thanks for the help, @MplsCustomer.

Best,
Edmond

[ArrEmm13]

Hi! I just posted a similar post. I'm seeking others who would be willing to chat about a potential class action lawsuit for this exact thing. They're never going to give you your money back.  Would you be interested?

[Obespalov]

I am interested, posted on your other post as well.  I'm not familiar with the class action process or the time commitment involved.  I am only interested at this point at 

1. Getting my duplicate nest aware cancelled and my $400 refunded.

2. Finding the fastest route for Google to correct this for all impacted users. Are there more expedient ways that through Class Action? 

[ArrEmm13]

In this case, Class Action is the only course that could result in getting actual money. It might not be the quickest, though from what I'm seeing the only way to get your money back is knowing someone who works inside Google willing to help you. I don't have one of those so... 

[Obespalov]

Update--they refunded my full double billed amount (and manually cancelled my legacy nest aware account).  Haven't heard from them but saw on my credit card a refund. I still hope that they do this en masse for all impacted users, but for those stumbling on this post I want to at least provide you some hope that on an individual basis they are able to resolve this if you contact customer service.

[vonora88]

Resolved for me as well. Cancelled and refunded after a call with Nest support.

[zoeuvre]

Hi all,

@vonora88, awesome! I'm glad that everything has been sorted out. If you have questions or concerns in the future, feel free to start a new thread, and we'll be happy to help.

@ArrEmm13, Checking in — we haven't received your form. Were you able to fill it out? Still need our help?

Thanks,

Zoe