Double billed for Nest Aware

[garethclark]

I was double billed for my Nest Aware subscription for several months in the first half of 2023, and it took quite a while for it to be resolved and refunded; and Google deleted all my history (footage and familiar faces) during the process, which was annoying.

It's now happened again, I've been double billed for the last 6 months and despite several conversations and back and forth emails with Google's frankly appalling customer service they have refunded me one month - when it should be 6 months - of subscription and are refusing to refund the whole amount, saying 'Nest Aware is non-refundable'

The problem here is that the customer service agent doesn't really speak or understand English very well; I've asked to speak to his supervisor but I'm not getting anywhere. 

I have to say I don't think I've encountered a worse customer service experience than Google.

[JillG]

Hi @garethclark 

I will forward your post to our Community Specialists from Google. Do you happen to have a case number? 

Jill

[garethclark]

Thanks Jill - current case is: Case ID [{9-3133000035878]

Previous one was:

Case ID [3-3741000034796]

[Lance_L]

Hey everyone,

@garethclark, thank you for providing the case IDs and bringing this to our attention. I'm sorry to hear about the issues you've had with Nest Aware. Unfortunately, we're unable to access previous cases and will need your assistance to proceed with the investigation. I'll need to collect some additional information from you 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.

I appreciate the help, JillG.

All the best,

Lance

[garethclark]

@Lance_L  Done.

Thanks,

Gareth

[Lance_L]

Hi Gareth,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you.

Regards,

Lance

[garethclark]

Hi @Lance_L - I've not been contacted yet...

[Jenelyn_O]

Hi there,

@garethclark, chiming in — we're sorry for the delay. I'll make a follow-up on your case. Please bear with us.

I appreciate your help, @JillG and Lance.

Kind regards,

Jenelyn

[Jenelyn_O]

Hello there garethclark,

I just want to give a follow-up. I checked your case and our support team sent you a message. Please continue the conversation there. Let us know if you still have questions in mind.

All the best,

Jenelyn

[Dianne6]

No case #

[Lance_L]

Hi Dianne6,

I’d love to help you with this. I need some additional information from you. To make sharing easier, I'm sending you a private link to a form that only you can use. Please complete this form and let me know when you've finished, so we can review the information and proceed.

Thanks for chiming in, Jenelyn.

Regards,

Lance

[Lance_L]

Hey Dianne6,

We haven’t seen your form submission come through — were you able to access it alright? Let us know if you’re running into trouble or still need our help.

Cheers,

Lance