Nest Aware Double Charge

[Truebuttahfly82]

I upgraded to the 2nd generation Nest Aware back in December 2023 with the promise of being refunded for the remainder of the 1st generation Nest Aware. I assumed once I upgraded all was well after being told the Nest website would no longer be used as Google has bought out Nest and all transactions would be completed through the Google website. I was in the process of closing out an old bank account and noticed a $38.38 charge coming from Nest Labs. I called the bank, Nest and Google to find out what it was for…no one could tell me. I logged back into the Nest website (which I was told previously was no longer going to be active) to find my 1st generation subscription still active and has been charging my account since Dec 2023…I’ve been paying the Nest Aware twice without knowing it. I called for assistance to see if I could be refunded for the amount since December since I have been paying for the same subscription twice…they people on the phone are of little help. They couldn’t even find the subscription or charge when I initially called and had to escalate it. Then they tried to cancel the subscription and couldn’t although they are telling me I should have done it. It’s extremely messy…what it appears is during their merge everything didn’t happen as it was supposed to. Clear instructions were not provided on how to “upgrade” and whose responsibility it was to cancel the old subscription. In my experience, when you upgrade the previous plan no longer exists. I need help is escalating this and getting the money back to me that is owed. I paid for the subscription…it’s unfair for me to be charged twice.

[nerys]

Hi Truebuttahfly82,

Thanks for posting in the community!

I'm so sorry to hear about your experience with the Nest Aware upgrade. It sounds like there was a misunderstanding during the transition. Don't worry; we're here to help!

My team would like to know more about this situation. When you get a chance, please fill out this form. Remember to include the link to this post. Let me know when you’re finished. From there, we'll contact you via email.

In the meantime, if you have more questions for me, feel free to reply to this post. I'll be happy to assist further!

Best regards,

Nery.

[CuriousClay]

I actually just noticed I had a very similar thing happening to me I noticed I've been being built twice every month from nest where weas well I don't know for how long. I wanted to find out how I can also get this issue resolved and refund for the duplicate payment can I pick the same link for the same form the original poster did or do I need to have a different one specifically sent to me?  My email is #

[Truebuttahfly82]

I had to escalate the issue to a senior level associate to get this resolved. They didn’t want to refund me from December forward despite being paid twice for the same service.  There really needs to be clear instructions when upgrading to their new service.

[nerys]

Hi CuriousClay,

Thanks for posting in the community!

I'm so sorry to hear that you've been charged twice for your Nest Aware subscription. We're here to help!

Please feel free to fill out this form. My team will be in touch with you to discuss more details about this situation. Remember to include the link to this post when filling out the form, and please let me know when you’re finished. From there, we'll contact you via email.

In the meantime, if you have more questions for me, feel free to reply to this post. I'll be happy to assist further!

Best regards,

Nery.

[aperezdeleon]

Hello again, CuriousClay,

We haven't received your form submission yet. Were you able to access it properly? Please let us know if you're encountering any difficulties or still require our assistance.

If you have any other questions or concerns, don't hesitate to reach out to us.

Regards,

Angel.