unable to cancel 1st GEN Nest Aware - charged $180

[fokrab]

Hello - I migrated to Google Nest in Sept 2023. Initiated new Nest Aware plan effective October 2023 for 12 months. All was good until I was charged $180 for the previous 1st GEN subscription. Even shows an Order number when I drilled down into Google Customer Service. Tried to cancel and I received error message. 

I spent hours making phone calls. Promised escalation, 24-48 hour email responses. Nothing but frustration. Will resort to disputing charge with credit card company. Anyone have success cancelling with Google Nest ? 

Thank you. 

[Bear54]

Yes, tried to cancel 1st Gen subscription and put all cameras on my Google new camera account.  Keeps saying my account has been migrated but Nest Labs still charging me monthly for the increased Nest Aware and cameras can not be seen on Google account .   Can not find any live person anywhere at either Goggle Nest OR Nest Labs, numbers listed for both on CC billing statement say they are not in service.  Can not find anyone to cancel high $ Nest and transfer to Home account on Google.  

[fokrab]

Hi Bear - when I migrated the signed up for a new account through google store for Oct 23-24.  And now in December I’m charged for the legacy account Dec 23-24. Actually they encourage the migration to save money. 80 vs 180/for similar package. I’m going to make another call or two and then dispute the charge. I even have the order number found on the nest website, but when I click cancel it says error. They suck. 

[HiveMinder]

Yes probably easiest option is have credit card company refuse the charge or cancel the payment.

[Lance_L]

Hello everyone,

Thank you for reaching out to the Community. I am sorry to hear you're experiencing issues with your Nest Aware subscription. I’d be happy to help investigate this matter with you.

@fokrab, can you share the case ID from your interaction with the support team so I can check what happened?

@Bear54, I’d like to dig deeper into this. I need additional information from you that would be best shared 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.

Keep me posted.

Best,

Lance

[fokrab]

Hello Lance. @fokrab here. 

 Appreciate the follow up. I recently received an email from Mike, a case manager assigned to this issue. I confirmed certain information on a follow up phone call with Mike and within days a refund was issued to my credit card. Customer service was excellent once my issue was escalated to the proper group (those with knowledge of the legacy Nest Aware subscriptions). Much thanks for your offer to assist. Happy New Year. 

[Lance_L]

Hey everyone,

@fokrab, Happy New Year! I am delighted to hear that the matter has been resolved. Should you have any more questions in the future, please don’t hesitate to reach out.

@Bear54, 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.

All the best,

Lance

[Bear54]

Filled the form and submitted it.  Actually Removed all cameras.  No response to form. Still no response or able to find live person to see if subscription for those “ no longer to be supported” cameras is canceled.  

[Lance_L]

Hello folks,

@Bear54, we got your form — thanks for filling it out. Our team will reach out to you via email to further assist you.

Regards,

Lance

[Jngo]

Hi @Lance_L, I've been requesting a follow-up and haven't heard back from anyone. I called again and support promised once more to contact me with a status but again I haven't heard back on this matter. There are multiple posts on this legacy 1st gen issue and I'm losing faith that there is any sort of assistance. It seems absurd to not be able to cancel in and then continue to annual renew for a service no longer in use. It's fraud. The idea that we're all here begging for assistance, call backs, email status, posts... we're working here just like you and need help. Is anyone at all able to  help cancel a legacy 1st gen subscription that doesn't show up on my account? I've been paying for it for the last 2 years without service given to me from this 1st gen. 

Case: 3-7849000035504

Current thread: https://www.googlenestcommunity.com/t5/Nest-Aware/Nest-Labs-is-charges-yearly-my-credit-card-without...

[HiveMinder]

What a great result👍

[Tweety63]

I'm getting charges as well and never asked for it.  Were you able to resolve your issue?

You can't talk to anyone, can't chat, can't email.  We need to report this to a higher lever, BBB, Congressman, etc.

[Lance_L]

Hi everyone,

@Tweety63, thanks for joining the discussion. I’m sorry to hear that you’re having issues with this as well. Don’t worry; help’s here.

To get in touch with our support team, visit our Contact Us page and follow the prompts until you reach Contact Options. Then select “Get a Call” or “Chat.”

That being said, I’d like to look into this for you. I require more information from you that would be best shared privately. I have provided a link to a form that you can fill out, which will allow us to investigate this matter further. This form is for your exclusive use, so please inform me when you have completed it.

Best,

Lance

[jamesakers1]

How do I know this link is legit? I can't believe you folks don't have a number that can be called. I feel as though I was abandon from NEST. Everything was working fine till Google came along. Migrations are tough but this is ridiculous. Now I'm out $240.00......YES $240.00 charge from NEST LABS **** ***** ***** *****. Will try credit card company to reverse charges first. Then CLASS ACTION LAWSUIT.

[EdmondB]

Hello jamesakers1, 

I apologize for the inconvenience you've experienced. To assist you better, I've prepared this form that will help us address your concerns regarding your Nest Aware subscription cancellation and refund. Once you complete the form, a dedicated member of our support team will reach out to you via email. They will guide you through the cancellation process and assist you in obtaining a refund. Please let me know once you have submitted the form, so I can promptly follow up with our team and ensure a swift resolution to this matter.

I look forward to your response. 

Best,
Edmond

[EdmondB]

Hi there, 

I wanted to follow up and see if you were able to fill out the form?. Let me know if you have additional questions.

Regards,
Edmond

[Tweety63]

Yes I did, two weeks ago.  You even thanked me for filling out the form.

[EdmondB]

Hey Tweety63, 

Thanks for keeping us in the loop. If you need anything else, just let us know we're always here to help.
 

Best,
Edmond

[EdmondB]

Hey Tweety63, 

Thanks for filling out the form! Our support team will send you an email soon to help you out. If you have any more questions or concerns, please let us know.

Cheers,
Edmond

[cottrelld]

Same issue, I also filled out the form

[ImGonnaWreckIt]

Another victim. Filled out form no response. This is nuts. Crazy that they follow changed payment types too so you know Google is able to cancel. My cc was stolen so cc number changed for this subscription renewal and I still got charged on new card# !!!!!! Ridiculous!!!!

[Tweety63]

Yep, I filled out the form as well and never received another reply. Its shameful, so I've cancelled Nest aware, which hurts me, but I'm not going to keep letting them take my money and not get help when needed. I read earlier today that they were sued for not having a way for customers to reach them, but not sure of the outcome, My first issue is with them charging duplicate payments.

I have a 2nd issue if anyone else can help. I had given my daughter a camera for her home and it was working fine for awhile.  She recently lost the video and can't get it back. Apparently,  you have to remove the camera in the Nest app before being able to readd it, no reset.  However, if the camera is not showing up, you can't remove it, what then?  I had her to remove the camera by selecting the  "delete home", option from the main setting which is supposed to delete ever....Not!

It's a 1st generation indoor wired camera and  when we tried to read at it, the message said it was connected to another account, even though we had just removed the home. The account would be mine since I was paying the bill. However, I tried to add the camera on my account and received the same message. The camera doesn't show up on my account either to remove so it's in limbo.

  Again, I called all the bad numbers on the internet and went around in circles cycling through all the "contact us options", etc. Nothing....

These cameras were expensive, and they don't work right and we can't get help. This is criminal to do this to long term customers.

[Dpasooti]

Having the exact same issue with Gen 1 nest sub...ticket has been opened for 5 days, 3 calls, 2 online chats. It appears I'm going to have to cancel my credit card to get Google to stop charging me for a service I'm unable to use because the new hardware (Gen 2 Nest Camera) doesnt support it. Kind of criminal.....

[Jngo]

Hate to chime in after everyone with bad news, but still I haven't heard back from anyone on this matter. Truly criminal. This is the spiderman meme where their all pointing at each other. This is Nest selling to Google and neither one had a plan to support nest gen 1ers on how to cancel at the time nor support now so they can find the account and allow us to cancel. Where was the due diligence performed at the sale? Who reviewed the contracts? 

[cottrelld]

Still no help.  I have a ticket open for weeks with no response. Now I got another email saying they’re going to charge the card again… Google you are taking money and not giving customers the ability to cancel

[Lance_L]

Hello folks,

@cottrelld, thanks for reaching out to the Google Nest Community. I’m sorry to hear that you’re facing issues with this. Can you share the case ID from your interactions with the support team so I can check what happened?

Keep me posted.

All the best,

Lance

[ImGonnaWreckIt]

Too little too late. Had to dispute charge with cc company. Will prob have to do this yearly (sigh)

[cottrelld]

First case = 2-0951000035745

Second case =  8-4963000035384

First case said they'd get back to me via email, never did.  Second case was this weekend, the rep was gracious with her time.  Still not resolved.  We walked through every possible combination of installing google home, trying to cancel from nest, from google home, etc.  It's clearly a bug that you can't cancel a subscription on the server side and there is no ability to cancel on the client side.  I got another notice saying nest will charge me my monthly fee yet again... Can you please put pressure on this to get the bug fixed so I can cancel.  I haven't used the camera in YEARS and haven't been able to cancel it.  Google can do better than this.

[Lance_L]

Hi everyone,

@cottrelld, thanks for circling back with your case IDs. I need additional information from you that would be best shared 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.

@ImGonnaWreckIt, I’m sorry to hear that the issue still isn’t resolved. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there. 

Regards,

Lance

[Jngo]

@Lance_L haven't heard back from you and no follow up from anyone. Are you able to check on my case? No one has ever reached out via email. .

Case: 3-7849000035504

Current thread: https://www.googlenestcommunity.com/t5/Nest-Aware/Nest-Labs-is-charges-yearly-my-credit-card-without...

[Lance_L]

Hello folks,

@Jngo, thanks for circling back with your case ID. Upon checking, this case hasn’t had any recent activity. Don’t worry; go ahead and fill out this form, and we’ll have someone reach out to you via email from there.

Best regards,

Lance

[Jngo]

@Lance_L @Mar10 I've filled out the form, I've called repeatedly---everyone on this thread shares the same concerns & issues which continually go unanswered. I don't understand how i shared a case ID with you, then you tell me there is no recent activity (FROM YOUR SIDE) so you have me fill out another form, again?!

Case: 3-7849000035504 (Original)

Current thread: https://www.googlenestcommunity.com/t5/Nest-Aware/Nest-Labs-is-charges-yearly-my-credit-card-without...

[Tweety63]

I agree. I filled out the form as well and never did hear back. Its been weeks.

What is going on with Nest support?

[cottrelld]

I just filled out that form, again.  I've now done multiple CS calls, spent hours this weekend with CS walking through trying to cancel on my end. I've filled out this form multiple times and you have the case numbers that should have the history.  At the end of they day Google is charging me for a monthly subscription that I can't cancel.  When i go to cancel the subscription at any of the Google properties, it tries to upsell me the new Nest subscription instead of giving me the option to cancel.  Period.  

[ImGonnaWreckIt]

Filled out but still no response

[Lance_L]

Hi everyone,

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

@ImGonnaWreckIt, we’re sorry to hear that. Let’s check this out. I need additional information from you that would be best shared 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.

Best,

Lance

[cottrelld]

Someone reached out yesterday asking for info I've already given multiple times.  No response.  Another dead end.  Please don't ask me to fill out the same form again.  What's the next step? 

[Dpasooti]

Hi all, after a ton of back and forth I was put with a representative named Sharon. 

She was able to cancel my gen 1 nest subscription within 48 hours of our first conversation.  

It CAN be done! Just need to find the right person, happy to post my Case ID if it helps the mods identify a solution. 

[Lance_L]

Hey folks,

@Dpasooti, thanks for posting to the Community and sharing your experience with us. We’re delighted that you were able to find a solution, despite the initial challenges. If you have any further questions or need assistance, don't hesitate to reach out to us at the Nest Help Center.

Regards,

Lance

[cottrelld]

Did they cancel it on their end or did you do something to trigger the cancellation?  Google is not being helpful so it seems like you're the only one who's been able to do it