03-18-2022 09:10 PM
Been having a subs issue after relocating. I was wondering if others have experienced the same. If so, do share how you resolved.
Back in the fall of 2021, I moved to a new dwelling and tried to set up my Nest Aware + Camera system. I ran into issues with setup which required me to delete my old dwelling and set up a new dwelling on my account. By doing this, I was charged for a new Nest Aware subscription which hit my account in December 2021, effectively meaning that Nest charged me for my old dwelling and now my new one.
I made contact with Nest that month to sort this out. I got left hung and waiting on an email resonse until the end of Jan. I followed up and was made aware that my old Nest Aware that was tagged to my old dwelling was stuck in a holding state (since the home was deleted) until I requested a refund which I did. Due to issues with the main card on file (lost so bank had issued a new one), the full refund for my old dwelling's Nest Aware was not given to me.
I then contacted support again, to ask for the refund to a new card on file. They then tried to cancel my Nest Aware system at a prorated amount for up to March 2022 which is wrong because I had not been using the Nest Aware that is tied to my old dwelling for months. I told their team that I didnt think that was fair and I got an email saying my Nest Aware had been cancelled and a new refund was being issued in response. I assumed the issue was finally sorted until today. I've come to find out that their team canceled the Nest Aware for my new dwelling.
So I'm now without a current Nest Aware subscription for my new dwelling. The old dwelling's Nest Aware sub no longer shows on my account and this point since everythging is cancelled and refunds are in limbo, should I just switch to a new company?
03-27-2022 07:58 PM
Sorry to hear about your support experience and for the delay. We’d like to know about what happened. Could you share the Case ID of your interaction with our team so we can check?
03-30-2022 10:02 PM
Jumping in to check if you've seen my response. If you have other questions and concerns. Feel free to let me know.
04-03-2022 06:18 PM
We haven't heard any updates from you. I'll go ahead and lock this thread in 24 hours. If you're still in need of assistance, feel free to start a new thread and we'll be happy to help.