Google Nest Customer Service Issues

I am trying to address an ongoing issue regarding an unauthorized charge on my Chase credit card related to a Nest camera once owned by my late daughter Stephanie Talevich. Despite multiple promises from customer service representatives like Jeremiah, Jay, and Joe to resolve the matter, I have not received a satisfactory solution. I reached out to cancel the cloud storage service linked to the camera, but a charge of $[redacted].94 still appeared on my December bill. The account was previously under Stephanie's email and the charge was on mine. I would appreciate immediate assistance in canceling the charge and obtaining a refund on my credit card. You can reach me at [redacted] Thank you.

I would like to provide feedback regarding my recent experience with case number [redacted]3. In my opinion, the handling of the issue was poor. It took over 2 hours of live chat and phone calls on two separate occasions to resolve it. I interacted with 2 senior level advisers, one via chat and one over the phone. Unfortunately, the adviser on the phone ended the call abruptly when I expressed my frustration with repeating the same troubleshooting steps. After multiple attempts with unhelpful advisers, I spoke with Arjon B., who efficiently resolved the problem by sending a new thermostat. This could have been done sooner in the process. My survey score of 2 should not reflect on Arjon, but on the overall experience with Nest support and the repetitive troubleshooting without progress. It was a frustrating experience not feeling heard, especially when dealing with "Senior" level advisers.

I have a Nest account under the email [redacted], but my husband accidentally removed me from the account. We attempted to add me back, but now it's asking for Google Home. When I try to sign in using [redacted], it says it's incorrect. So, we linked my other email, [redacted], to Google Home, and now I can't see our cameras because I need to migrate the Nest account, which I cannot do. I tried to reset the password for [redacted], but I haven't received any reset emails from Nest or Google. As a mother of twin babies, I urgently need access to my account to monitor my home. The main email address connected to the account is [redacted] Additionally, my Nest tag was removed from the account. Any assistance would be greatly appreciated.

The thermostat displayed a message indicating no power to Y1. After removing the unit from the wall, the screen went blank. Despite reconnecting it, the screen stayed off. A technician checked the furnace and connections, finding no issues, although they managed to turn on the screen, the furnace wouldn’t start. They replaced the thermostat with a Honeywell model, and everything is functioning correctly now. Any recommendations?

I recently replaced my phone and phone number, making it impossible to receive account verification codes sent to my old number. Customer support only offered two solutions: sending a code to the old, inaccessible number or deleting my account, forcing me to register all devices with a new email and phone number. It seems illogical that they are unable to update my phone number or send the code to my email for verification purposes.

I am having an issue with the wiring base of my Nest thermostat. Two of the wires got stuck inside the wiring, leaving them damaged and unable to be re-attached. I am unsure if these can be replaced. Both the green and Y1 wires are affected. I hope this information is helpful. I am looking forward to your assistance. Thank you. I own the Nest 3rd Generation thermostat.

My Nest Thermostat (3rd Gen) set at 68 degrees woke me up at 4:30 AM with a 63 degree house. The furnace kept turning on, running briefly, then shutting off without the burners coming on. Replacing the Nest with my old Honeywell Setback thermostat fixed the issue, as it did last year. This problem has occurred before during this season. The Nest has been in use for two years. It took over 7 hours for the house to return to 68 degrees. What is causing this, and what steps should be taken to address it?

I own a 3rd generation Nest thermostat that has been in use for three years. I prefer manual operation without connecting it to the internet. Everything was working well until yesterday afternoon when I noticed the red light blinking and the screen blank. It indicated that it needed charging. I plugged it into the wall for 2 hours and 30 minutes until the light turned green and the house icon appeared. However, as soon as I tried to use the heat, it shut off and asked for charging again. I attempted a brief USB charge, but the cycle kept repeating. I tried resetting by tapping the ring, but ultimately had to detach it from the wall. Any assistance would be greatly appreciated.

Hi Katherine, Can you please inform me of the expected wait time for Google to refund the £40 charged on October 8, [redacted]? They claimed not to have received the payment, but my Credit Card Statement clearly shows a payment to Nest.com on the same date for a subscription to alert aware for my camera. I filled out the unauthorized charge form you provided and emailed it back on February 10. I am eagerly awaiting the refund and really need that £40 as I am a pensioner. I am hopeful to hear from you soon. Regards, Irene R.

Dear Nest, On 3/19/[redacted], I contacted your support line regarding my new Nest Gen 3 thermostat not heating after installation. After a few questions, I was directed to an A/C "expert" at Justanswer and informed of a $1.00 "fully refundable" charge. However, upon connecting to Justanswer, there was a $5 "non-refundable" charge without explanation. Although initially disconnected, another representative, Geztech, assisted me. After troubleshooting, it was suggested that a broken white wire between the thermostat and A/H may be the issue. I questioned how the supposed broken wire could work with my old thermostat that heated correctly. I was charged $5 without consent and am disputing this charge and any further charges from your company due to the unresolved issue. Sincerely, Michael Kurak Email: [redacted] Phone: [redacted]

Good morning, On February 22, [redacted], I spoke with Annie regarding Case #[redacted]9. She kindly extended the indoor camera 5-day recording until March 22, [redacted]. Annie mentioned that if I couldn't travel to Mexico by the deadline, I could call Nest for a further extension of the recording. Due to COVID-19, I couldn't reach you earlier due to internet issues. Now that my internet is back, I am requesting a 3-month extension due to the ongoing virus situation. Thank you for your understanding. I am looking forward to your response.

We have a Nest account with two homes set up. In the first home, we have a Nest Hello and a Google/Nest Hub. In the second home, we have a Nest Hello and a regular Google smart speaker. The issue is that when the doorbell is pressed at home#1, we receive notifications at home#2, which is what we want. However, when the doorbell is pressed at home#2, home#1 also gets notified, which we do not want. We can disable the 'visitors notification' on home#2, but then we won't be notified within our own house on our smart speaker. How can we receive notifications when the doorbell is pressed at my mom's house without her being notified when someone is at our house? We bought these devices to monitor my elderly mom's house but do not want to alarm her each time someone comes to our house. Please assist us with this issue.

In December [redacted], I purchased a Nest Learning Thermostat 3rd generation Stainless Steel and had it professionally installed. Initially, it worked well, but about a month ago, I found it offline with a blinking red light and dead battery. Despite my attempts to reconnect it to wifi, it remains offline. After reading online, I discovered that other customers faced similar issues due to the internal battery not holding charge. I tried charging it with a USB, which helped temporarily, but the battery started draining quickly. Now, even with 8+ hours of charging, it only lasts a few hours. This has been frustrating given the high price I paid for this smart thermostat. Despite its promising start, it has now become unreliable. I am contemplating reverting to a manual thermostat due to these unresolved issues.

As an HVAC technician, I am troubleshooting a Nest thermostat for my customer's heat pump system. Despite checking the wiring and updating the software, the thermostat is not activating the AC for cooling. The display shows cooling is on (blue), but the heat pump is running in heat mode due to no signal going to the reversing valve. I have adjusted settings and tried a system test, but it won't run due to outdoor temperature restrictions. Could the outdoor temperature limit be causing this issue? How can I override the settings to further diagnose the problem?

I'm Thomas Myers, and I contacted Nest customer service on Saturday, May 2nd regarding our Nest Cam that stopped working. After troubleshooting with a representative, we were promised a USB cable to fix the issue. It's now May 6th, and we still haven't received the cable, causing frustration as our home has been without security for two months. Despite requesting a new camera and USB cord, we were informed troubleshooting must be done first, which we find unacceptable given the $[redacted] we invested for security. We urge Nest to promptly send us the replacements or risk us escalating the matter to the BBB and online platforms. Thank you for your attention. Case #[redacted]2 Thomas Myers [redacted] Southern View Drive Smyrna, Del [redacted].

Hello, I installed my Nest thermostat two months ago. Initially, there was a three-degree difference between the thermostat temperature and the actual temperature in the house. After several restarts and reinstallations, I managed to reduce the difference to one degree. Due to COVID-19, I couldn't reach anyone at Nest for assistance. Today, the thermostat disconnected from the internet and despite restarting it multiple times, it failed to reconnect. After uninstalling the app, I couldn't reinstall it as it couldn't connect to the internet. Considering the issues, I believe the thermostat is defective and would like to have it replaced, as I had no problems with a similar thermostat in my old house.

As a huge fan of Google and Nest products, I extensively researched the Nest 3rd generation thermostat before making a purchase. The Nest website compatibility test assured me that my system was indeed compatible. Excited, I bought the thermostat and 3 room sensors to address temperature discrepancies in my home. Installing the Nest was a breeze, and the app confirmed a successful connection to wifi. However, the thermostat failed to activate heating or cooling when tested. An expert explained that my Rheem system uses binary code incompatible with Nest. Despite checking all information thoroughly, the compatibility issue was not mentioned, leading to frustration over the nearly $[redacted] spent with no solution in sight.

I bought a Nest Outdoor camera from Google and had it installed by a Nest technician. On Wednesday night at around 9:34 p.m., the camera went offline. I've tried various troubleshooting steps such as unplugging it, reconnecting to Wi-Fi, and using the Nest app on my phone, but none have resolved the issue. The camera, indicated by a blinking red circle, is the only device not connecting to my internet, despite my other Google devices working fine. I'm seeking assistance to fix this problem. Thank you.

I have been experiencing issues with Nest for 3 months now. My subscription does not seem to be working correctly. I added a new camera in April and was charged $50 for another subscription, although I believe I was overcharged since I was just adding a third camera to the two others I already had a subscription for. Due to the Covid-19 situation, Nest's phone support is not available, which is frustrating because even Apple still offers phone support. The problem began when I added the new camera, got charged $50, and then experienced an electrical outage. Despite my attempts to contact technical support, they have not been able to resolve the issue and cannot see that I have already paid for a subscription since September [redacted]. I have proof of the charges on my credit card statement with a reference number, date, and amount. It's disappointing that a company as big as Google cannot provide proper customer service in this situation.

I own 4 Nest outdoor cameras. I was prompted to log in but didn't receive a confirmation code to verify my email, preventing me from logging in. Despite multiple attempts via chat support, changing my password as advised didn't resolve the issue. Confirmation codes sent hours later were already expired. Despite being told it was an email or camera issue, the problem persists. After assurances of an engineer looking into it, no progress has been made. Now, being urged to pay an external tech for a Nest problem is frustrating, especially after investing over $[redacted] in cameras and services. Requesting better communication between Nest, Google, or tech support to resolve this simple issue promptly during live chat. This difficulty impacts monitoring my elderly mother and maintaining home and business security.