Unresolved Issue with Nest Aware Subscription

[pryce007]

I am writing to express my dissatisfaction with the service I have received regarding my Nest Aware subscription, which was purchased on December 1st 2022 through the Google Playstore using my US Google account. The subscription was for a New York structure that, to my dismay, does not exist.

Despite my efforts to address this issue through multiple emails and phone calls, the matter remains unresolved. In late December 2022, I repurchase an additional subscription because I was told a refund could not be issued for their screw-up. An agreement was reached wherein it was decided that the amount paid for the subscription would be credited to my Google Nest account at the conclusion of the active subscription period in December 1st 2023. Regrettably, this agreement has not been honored.

I have attached the relevant documentation, including proof of purchase and communication records, for their reference I was even asked to use a screen mirroring app (TechSee) to validate further.

I believe in fair and ethical business practices and trust that Google Nest Support Team values its customers. This seems to be Google’s common practice from reading other post.  Can someone advise me how I could get this matter promptly investigate and take the necessary steps to resolve the issue as agreed upon.

Even better, can someone point me in the right direction to explore other avenues to seek a resolution, including filing a complaint with relevant consumer protection agencies?

I appreciate any attention to this matter and look forward to a prompt and satisfactory resolution.

[zoeuvre]

Hi pryce007, 

Oh no! I'm sorry to hear about the difficulties you've experienced with your Nest Aware subscription and the lack of resolution despite your efforts to address the issue. Don't give up on us yet. We'd like to further check on this. Do you have the case ID from your conversation with our support? If you can provide that here, I'll look it up and see how I can continue to help.

Keep us posted. We're happy to help.

Best,

Zoe

[pryce007]

Zoe! 

Thank you for at least replying I'm beyond frustrated with this entire ordeal. I'm now looking at changing to the Ubiquiti cameras as I use their ecosystem in my home and office.  There are multiple Case ID numbers, too many to count as no one was interested in resolving this nightmare ASAP. I have multiple structures in both the US and Canada. I have a lot of Google cameras and other devices, too many to count. I will attempt to put them in chronological order as best as I can. Just a little backstory as this is a lot. The structure I'm referring to is a structure called the Family Home under my account. Every time I called in, I wasted about a solid hour or more trying to convince multiple reps (who only listen enough to reply but not understand) that  I have a structure called "Family Home" in my account. I'm been told presently and countless times in the past,  that the structure (Family Home) doesn't exist. I discovered after countless hours with various supervisors in the past that my account was not fully migrated which was adding to the confusion. It's still not migrated. So even after advising all the reps of this they still come back with the same assumption which is that the customer is lying.  I made a purchase of the NEST Aware subscription via the Google Play store attached to my US account  back in late November or December 2022. The rep in error tied my subscription to a New York structure that didn't exist.  Case ID [4-6454000033212]  Case ID# Leomar attempting to fix and resolve the error made. We agreed on a credit to be issued at the end of my term on the Family Home structure Dec 1st 2023 Case ID# [6-6356000034590] May 18, 2023 while renewing another structure called Fantastic 4 at the time with Marie I inquired about the 12 month Nest Aware plus subscription promised at the end of Dec 1st 2023 for the Family Home Structure for all the mess and inconvenience caused. I was told to call back and the promise would be fulfilled.  Case ID# [1-1124000035525]  November 19th 2023. Spoke to Maria after a solid two hours providing proof of the promise, she advised to call back Dec 2, 2023 Called back on Dec 2 and spoke to the same Maria. The call got disconnected and she never reached out to me.  Cas ID# [3-9238000035001] spoke to Carlos and complained about poor customer service from Maria. Providing more proof to Carlos, spent another solid two hours with the same outcome. Nothing. Recent Case [6-9764000034968] with some guy named Brian who keeps downgrading a positive resolution. He advised he didn't see the "Family Home '' structure but came back with "we have already given you 12 months for the Fantastic 4 structure." SMH. We do not offer a 12 month free trial. I advised him again I have multiple structures and that this was a credit resolution agreed upon regarding a purchase I made through the Google Play store App. He offered two free months trial and $50 credit to be used for another purchase of the Nest Aware. He later came back with "we can't offer two months free, instead we may refund you two months or if I don't require a 2 months free trial subscription we will help you with a $75 Google Store Credit". I wrote back to advise I would take the $75 dollars USD Google Store Credit, seeing I purchased $USD from my said US account from the Google Play Store. I advised I would take the credit seeing that they were going back on their word and not honoring the said agreement. I just want this nightmare to end and get what was promised. I haven't been able to see any of exterior history due to this big inconvenience. I've lost faith in Google. I wanted to make the purchase of my new Nest Aware subscription from the Google Store so everyone who assisted would be able to see my subscription. Brian has disappeared since. This should never happen to any customer.

[pryce007]

Hey Zoe!

Just wondering if you had some recent news or any update for me? My latest Case ID [6-9764000034968]  was a promise of a credit given but not added to my account? However after a difficult back and forth they manage to add more dishonesty to the promise. I'm now told I can not use this credit to renew my subscription as I was lead to believe. The credit is still not even added to my account yet? SMH

[EmersonB]

Hello everyone,

@pryce007, I've checked your case and saw that they gave you instructions on how to resolve your concern. Please continue your conversation there to avoid confusion here.

Thanks for helping, Zoe.

Regards,

Emerson