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Unable to cancel Nest Aware 1st Gen

neves710
Community Member

I have been unable to cancel my nest aware 1st gen subscription. It only gives me the option to upgrade to the new plan. After spending 1 hour on the chat with google, they still can't cancel it. They just have me keep going to the link to manage my subscription and it only gives the option to upgrade. Any one else had this experience? 

10 REPLIES 10

Lar
Community Member

YES! I am currently going through the EXACT SAME issue. Trying to cancel auto renewal on gen 1 nest aware as the doorbell constantly fails after 2 years. Now every time the button gets pressed the doorbell and camera go offline. So no video or intercom or bell ring notification until AFTER the person leaves about 5 minutes of nothing in nest aware while offline. No one at Google or NEST can fix the problem. So I want to cancel the automatic renewal. I tried through the Home app, Google Pay site, NEST app, and Google Account Subscriptions, ALL online avenues dump into the same portal to upgrade service. There is NO cancel option. I spent 3 hours trying to cancel. I followed Googles help FAQs. Spoke to a rep by phone and then transferred to an escalated rep that has emailed me twice to say they have escalated it somewhere else. I even had to remove the doorbell from the front door and send the escalation rep a photo of the serial number and QR code on the backside of the device. I have NEVER EVER had such a frustrating encounter with customer service in my life. It’s been nearly a week and still not resolved. My account is set to auto renew end of the month. If it does I will be contesting the charge with my credit card company. How hard is it to cancel an auto renewal?  Also tried many online posted help suggestions on various sites. Still the same outcome. End up on a page that shows my subscription with option to upgrade. No where to cancel.

Lar
Community Member

I called back and asked to have it canceled and confirmed and I insisted I would wait on the phone until I received an email from them confirming the cancellation. When I was told it couldn’t be done by that particular person, I firmly asked for that person’s manager. I repeated this until I finally got to a level that could or would cancel and confirm it by email while I was waiting on the phone call. It took several HOURS. But I was able to have it canceled. Unfortunately I did have to get very angry and demanding during the course of this cancellation process. It should not be set up like this. Anyone with basic code writing skills can put a cancel button on the page to dump into an actionable database. Every advertisement email in the U.S. has an “unsubscribe” button/link at the bottom. You mean to tell me Google/Nest can’t code an  unsubscribe button? THEY DON’T WANT TO. They have chosen not to make it easy to get out of their subscription. Horrendous customer service and shady business practice.

Brad
Community Specialist
Community Specialist

Hey there,

 

I just wanted to jump in real fast and thank you for your feedback. Please feel free to submit your feedback to us. I've put instructions for feedback below.

 

  • Open the Google Home app

Google Home app

  • At the top right, tap your account.
  • Tap Feedback 

and then

  • tap the type of device you'd like to submit feedback for.
  • To display available emails, in the "From:" section, tap the arrow on the right. Select your email address.
  • In the feedback summary, write a brief description of your issue.
  • Be sure to check the box for Screenshot and System logs.
  • To submit feedback, at the top right corner, tap Send 

 

If you need anything else, please let me know.

Best regards,

Brad.

Brad
Community Specialist
Community Specialist

Hi there, 

 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I can definitely understand how frustrating your situation must be, but I wanted to make sure that your issue was addressed. Do you still need help with this issue? I know that there's been a delay in response since you posted.

 

Please let me know if you need further assistance. 

Best Regards, 

Brad.

neves710
Community Member

I still haven’t been able to cancel. After multiple phone calls. No one knows how to cancel it. 

Brad
Community Specialist
Community Specialist

@neves710

 

I do not know how to cancel it if it is not canceling via proper procedure. You will need to reach out to Support for further assistance.

 

Best regards,

Brad.

neves710
Community Member

I have multiple times. It all ends with, “a specialist will have to e-mail you to confirm it ls cancelled.” I never get the e-mail. 

Brad
Community Specialist
Community Specialist

@neves710

 

I see you frustration for sure! I am so sorry to hear that you haven't received the assistance you needed. I am afraid I have no way to assist you with this issue as Community Specialists do not have that access. All I can do is suggest that you continue to reach out to Support. Please let me know if you need further assistance.

 

Best regards,

Brad.

Brad
Community Specialist
Community Specialist

Hi there,

 

Just checking in to see if you still need assistance with this issue. Please let me know if you need further assistance. 

 

Best Regards,

Brad.

Brad
Community Specialist
Community Specialist

Hey Folks.

 

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

 

Best Regards,

Brad.