12-28-2023 06:26 AM
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.
03-07-2024 05:54 AM
Cancelled on their end - nothing I could do on mine.
Besides finding someone who’s actually willing to help, make sure you identify the name of the Google Home that it was attached too. My experience was that my gen 1 sub was attached to a previous home account (same email) and subscribed through Nest, not sure if this is what helped identify the issue but worth looking into if you’ve changed your Google Home name at any point.
03-06-2024 02:59 PM
How did they reach out—email or call? Thanks.
03-07-2024 05:57 AM
Started in chat support - first and second tickets remained open for 2 weeks and no one responded. Third time I called and got “Sharon”, I referenced the case numbers. She emailed me after to follow up and assured me it would be solved in 48 hours. 24 hours later I had an email confirming and the sub was gone from my subscriptions page.
03-08-2024 09:28 AM - edited 03-08-2024 09:31 AM
All--I think my case is resolved, but I'm still extremely wary whether it truly is done. I had the Gen 1 Nest doorbell, moved in 2021, cancelled the service that annually renewed and auto billed in January then noticed only recently that they were still charging me for a service that I haven't used since then. After many phone calls, being transferred more than 10X, chat messages and more than 5 case ID numbers, I tried chat again after Dpasooti mentioned it. Throughout the process many techs were able to find out that my account was active under my partners email, then cancelled it but did not remove the auto bill. Finally, someone replied yesterday after a chat session that it is removed (auto bill). I'm going to calendar it to check for the next few years and I'm still upset with the run around service of techs repeatedly telling me to fill out the form (nothing happens), phone calls with no follow-up and then having to track more than 5 case ID numbers. You must stay vigilant, you must keep on reaching out, and you must file everything---ask for an email reply while you have the tech with you, summarize any interaction yourself, log all case ID numbers. I wish you all luck, because this process truly was egregious--and I'm still #$%^&* upset at the lack of Nest/Google assistance for Gen 1 clients. You sell your product to a behemoth, yet behind the scenes somehow you lost data/account info for clients to access their own information to cancel an old version and then you make us all trip over ourselves ONLY if we catch that you are deceptively auto billing us & intentionally make it difficult to cancel + speak to anyone? Utterly outrageous, deceptively sh1**y and sincerely upsetting. Many techs are just doing their jobs, I understand that and I am sorry if I was too emotional. I'm still going to be checking for years to come.
While this thread blew up, I started in a different one and had been working on this since January.
03-08-2024 12:34 PM
Another month another charge. Removed all cameras first of year. Selected Cancel account on app and then deleted app. No people, no way to contact that works, phone numbers fictitious. 3 months billing so far. Has anyone started a class action suite we can all join??
03-10-2024 10:28 AM
Hi everyone,
@Jngo, we got your form — thanks for filling it out. Our team will reach out to you via email to further assist you.
@Bear54, I’m sorry to hear that this still isn’t resolved. Our support team has reached out to you via email. I’d recommend responding to that email and continuing the conversation on that channel.
Best,
Lance