Legacy nest not cancelled when upgrading to nest aware?

[datascience]

I followed the instructions to upgrade to nest aware March 2023 and got the emails that said everything was moved over. To my surprise recently, the legacy nest subscription had not been cancelled despite going through the upgrade via google. I was overbilled and charged $170 May 1st, 2023 and $280 May 1st, 2024 for legacy nest subscription services. Wondering if anyone has had better luck than me in seeking recourse for deceptive overbilling? 

I called May 1st and again today. Still the folks at nest support haven't been able to cancel the legacy subscription (there has been no outcome from escalation) and they are not even able to say the $280 bill will be cancelled (they keep on quoting a pro-rated refund will be issued despite me calling them May 1st, 2024), I have disputed the charge with credit card. I have also been told there's no recourse for the extra $170 I paid 1 year ago (no refund, no store credit) and no possibility of escalation.

All together the most frustrating experience. I saw on reddit that I wasn't the only one who has had to go through this, calls to various support many times to resolve this despite following the google instructions for upgrading the nest aware upgrade only to find out later their legacy subscription has not been cancelled. I find it very deceptive that your old legacy nest subscription was not cancelled despite following google's instructions and recommendations on upgrading. 

[pereztzum]

Hi @datascience,

I understand your frustration with the Legacy Nest Aware subscription. I apologize for the trouble you're experiencing.

To assist you better, we'll need some additional information. I'm sending you a secure form where you can provide all the necessary details and also please fill out all the information required.

Here's the contact us form

Once you've completed the form, please let me know. This will allow us to investigate the issue further and find a solution.

Best regards,

Brandon

[datascience]

Hi Brandon,

I just completed the form. Below is the double-billing from legacy nest despite upgrading. Would love to get this resolved. My wife has been working at google for many years. We realize that teams/projects merge, but we are all scratching our heads at how this legacy nest overbilling is happening and no recourse/resolution is being offered for loyal nest customers.  

Thanks!

Kevin

"Legacy nest aware" continuing to bill despite upgrading to the "new nest aware"

[datascience]

Here are the case inquiries from my phone calls. 

The Cases Id for your reference is 9-7462000036268.

The Cases Id for your reference is 6-5560000036316.

[pereztzum]

Hi @datascience,

Thank you for letting me know. I see that you've filled out the form regarding a double billing issue with Legacy Nest after upgrading, here is your new reference number (6-2829000036409). I understand this can be frustrating, and I'm happy to help.

I can assure you that we take billing concerns very seriously. Our team is committed to resolving this issue for you as quickly and efficiently as possible.

Is there anything else I can assist you with today? Perhaps you have any questions about your Nest subscription or features?

We value your loyalty and appreciate your patience while we resolve this issue.

Best,

Brandon.

[zachb]

I have the same issue and have reported Google/Nest to the FTC for fraud. I have been waiting for a resolution for weeks.

[Zassy]

I feel your pain. I have the same exact issue. I’ve been working with them for over a week. I realize a little late that they’ve been billing me for the last six months. I’ve been on the website. I can actually see where I have to cancel when I try to cancel. It says contact customer service. Contacted them numerous times by phone and email. They sent me back an email that stated they cannot see the  The nest charges in the Google account. So then I sent them screenshots of everything that I see. The credit card company cannot cancel the recurring charge. And they gave me a refund back on one of the months of charges. i’m paying $24 a month for service. I do not have on cameras I do not own and they won’t let me cancel it. It is the most frustrating experience in the world. Complete lack of any control over your own finances.