Double billed

[thebignev]

I have been billed twice for over a year. I migrated to a nest aware subscription but the legacy subscription incorrectly didn't get cancelled. It looks like this is a common issue from looking in the forums. 

I've contacted nest aware support and they stopped the legacy subscription but refused to refund me for the incorrect charges. I've been trying to follow up and can't get into contact with anyone to help me. I requested a call back which says <1 min wait but I didn't get a call and it still says in progress 3 days later.

I have been a loyal customer for several years and spend a lot of money with Google and trying to get this resolved has been nothing short of disgraceful! I expect better from Google.

[jls1717]

I have had the exact same experience that you have described.  I transitioned to Nest Aware Plus from the 1st gen Nest Aware subscription.  Nest accepted the change, then billed the yearly subscription fee for the 1st gen service.  About a month later, I was billed the annual subscription fee for the Nest Aware Plus.  I have contacted Nest Aware multiple time (via Chat & telephone).  Each time, I was informed that the billing would be refunded and could take 10 - 14 days.  I have received email explaining they could not process my refund as they needed confirmation of my credit card.  Provided this info and received a followup email that I needed to confirm my credit card info.  Reply again and still waiting for the refund.  I hope you prevail with your refund.

In addition to this aggravation, I also have the Nest Secure system which Google will be deactivating on 4/08/24.  Google offers the option to receive the ADT+ Self-Setup security system or a $200 credit at the Google Store.  I opted with the ADT+ system only to find out that it is not compatible with my 1st generation Nest Outdoor cameras, my Nest Protect smoke/carbon monoxide detectors and the Nest Detect motion sensors.  I am finding that the ADT security system is not as useful as the Nest Secure system that I have used for over 6 years.  What a disappointment.   I can only imagine the complaints that will be filed when Google decommissions the Nest Secure system in 4 days.

[ByronP · Accepted solution]

Hi folks,

Thank you for posting. I'm sorry that you got double-billed for your subscription.

For any concerns about refunds and subscriptions, you will need to contact us again following the below instructions:

1. Go to Contact Us (Google Nest Help).
2. Select an appropriate product or category, type a brief description of the issue, and then click Next.
3. Click Other, then click Next.
4. In the Resources section, click Next Step.
5. Choose to get a phone call, call, or chat with the team, depending on availability in your country.

Our dedicated team will assist you further with your concern.

I hope this helps.

Regards,

Byron

[jls1717]

Bryon, thanks for your reply.  I had received an email last week that Nest Aware would be refunding the 1st Gen Nest Aware subscription within 7-14 business days.  I checked my credit card account this morning and did see that I received a full refund for the annual subscription fee for the 1st gen Nest Aware.  It took 2 months overall and at least 3 different (and rather lengthy) attempts via telephone and/or chat sessions.

Still disappointed that Google is no longer supporting the Nest Secure system.  The system went offline on 4/8/24.  However, finding that it still has some functionality, in that, the security system can still be activated manually at the Nest Secure hub.  Door & motion sensors still work & will activate the alarm, when triggered.  However, it no longer sends notifications to my smartphone via the Nest app.  

[ByronP]

Hi jls1717,

Thank you for posting. I'm glad that it was resolved. I apologize for the long wait on this. I really appreciate the effort to get your refund.

For the Nest Secure unfortunately, since it was shut down, most of the functionalities were disabled, including the Nest app notifications.

Regards,

Byron

[thebignev]

Hi @ByronP. Unfortunately I've tried contacting support a number of times. I requested a callback and still haven't received one almost 2 weeks later. I spoke to support over chat and they said the case was closed by a senior support operator and I'd get a refund in 7-14 days. They said they couldn't tell me how much it would be for, only that it would be the best possible resolution. I did receive a pro-rata refund for the current month a few weeks ago and think this is probably what they're referring to. So I'm stuck going round in circles which feels intentional to try and make me go away. This is such bad customer service. Google used to be so much better than this. I think my next step might have to be the ACCC as a company behaving like this is illegal.

[ByronP]

Hi thebignev,

Thank you for posting.

I'm sorry that the support team couldn't help. Can you please provide the case number that was referred to, so I can check other options to help with this concern?

Regards,

Byron

[thebignev]

Hi Bryon,

The car number is 9-4260000036291.

Cheers, 

Dave.

[ByronP]

Hi thebignev,

Thank you for posting. I got your case information. Our specialist team will reach out to you, dive into your issue, investigate, and further assist with your concern.

Regards,

Byron