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Easy to make appt, impossible to cancel

alh387
Community Member

Has anyone else run into this?  I was having an issue with my thermostat so called Google - they were unable to diagnose by phone so scheduled a diagnostic appt for tomorrow.  I asked before booking if I'd be able to cancel should I get the thermostat working and was told, "absolutely."  Now my thermostat is working and I'm calling to cancel and I'm approaching 90 minutes on the phone, being transferred to multiple departments who magically have no idea how to cancel my appt so I won't get charged.  It took them 5 minutes to charge me for an appt and it's taking near 2 hours to cancel - is there any recourse for this?

5 REPLIES 5

Markjosephp
Community Specialist
Community Specialist

Hello alh387,

I'm sorry for the trouble this has caused you by being transferred back and forth with our team for canceling an appointment. I'd be happy to take a look at this for you.

To clarify, is this an appointment with a Nest Pro technician? If so, can you share with us your support ID number from your previous contact with us so I can review how it went? Also, has a technician visited you already?

I'll look forward to your response.

Regards,
Mark

Hey there,

 

Checking back in — how's it going? Still need our help?

Thanks,

Mark

Hi alh387,

 

I'm checking in to make sure that you've seen my response. Please let us know if you have any additional questions or concerns before we close this thread in 24 hours. 

 

Regards,

Mark

Hi Mark,

Thank you for checking in.  I was finally able to cancel, but it took me three hours.  A woman I talked to, Rana, refused to help and ultimately hung up on me.  I was finally able to get in touch with David, who with his supervisor Doris helped me, but it was disappointing that Google made it so difficult to cancel a request.

Thanks for following up!

Markjosephp
Community Specialist
Community Specialist

Hello alh387,

I'm sorry you had to experience this, and I'm glad to hear that it was sorted out. It looks like we have come to a solution; if you have any other concerns or questions, please feel free to create a new thread.

Regards,
Mark