Customer Ratings & Reviews

My problem with this thermostat is that it does not do one of the two essential things a thermostat is actually supposed to do: heat your house. The Google Nest Smart Thermostat is an expensive piece of garbage. It worked fine for the first few weeks, but then it began to delay heat by 2-3 hours. If I set the temperature to be 70 degrees by 8am, the heat wouldn't kick on until about 10am, and then it would take another hour to get up to the desired temperature. My previous, 14-year-old, AAA-battery-powered thermostat never had this issue. I've spent the last month troubleshooting. I even had an HVAC tech look at the furnace, and there were no issues with it. So we installed a common wire because we'd seen online that pretty much everyone who didn't have a common wire had similar issues with the Nest. Even with the c-wire, we still have the same issue. The heat takes hours to turn on in the mornings, and since we work from home, we're wearing thick sweaters, slippers, and sometimes even thin gloves inside our house until about 11am every morning. I missed the return window here at Best Buy (because it didn't have issues until after the return window closed), so we contacted Google, and after an hour of troubleshooting (that I'd already done on my own, but the customer service rep insisted we had to do), the only solution they offered was a replacement of the base. When I asked for a refund they refused. Odds are I'll be out $250 and end up throwing out this replacement thermostat that won't heat my house during the coldest months of the year. I'll be re-installing my 14-year-old thermostat in the meantime. My advice would be avoid this product like the plague, even if you have a common wire. Old, dead technology with no customer service or software updates is more reliable than this flashy, useless garbage. If Best Buy offered in-store credit for a return, I'd take it in a heartbeat at this point.

I give this product one star for the first item, which was ultimately resolved by a second unit. If I could give negative stars for Nest as a company, I would give them a -10. If you keep reading, you may not want to purchase this item in the first place. **Warning: It is long, but trust me... you want to read it!** I bought two of these for both zones in my home. One worked flawlessly and calibrated itself within minutes. The other one, however took more than an hour to calibrate, which after calling Nest Support, they claimed was normal since they verified it was wired properly. Something, however told me that it wasn't normal, but I accepted the word of the expert on the phone. Eventually it calibrated and started blowing warm air like it was supposed to since it was winter. It seemed to take a little longer than normal to reach a warm temperature and we noticed it would turn on for what seemed like no reason, but thought it just must be a super sensitive product that would keep the air temp. precisely where it should be, so we ignored that as well. As the seasons changed and we got hit with a particularly warm spell early in the Mid-Atlantic, the A/C never turned on. In fact it was still blowing warm air even though it said it was "cooling". I tried trouble shooting and eventually went through the entire set-up procedure again to no avail. I called Nest Support and the woman on the phone was very pleasant, but told me to disconnect a wire that the previous agent had told me was installed properly. She also told me to leave this wire disconnected since it caused the unit to begin to blow cold air as it should. Okay, I will once again accept the advice of the "expert" and do as I'm instructed even though it goes against that gut feeling that it was wrong. I was just thankful to have cold air again. The next day I go to work and get a call from my neighbor telling me that my A/C unit is making strange loud noises. When I get home, I hear the crazy sounds coming from my unit and the upstairs is hot. Really hot! Immediately shut it off and don't bother calling Nest at this point. I get a real A/C tech over to check my system. He tells me that my Nest was sending too much voltage to the unit and fried my "contactor" which switches between hot and cold. He replaced that part, put the Nest back on line and wouldn't you know....same issue occurs. He removes the Nest, puts a different thermostat on (also a learning system) and it worked perfectly. Then to show he wasn't trying to sell me anything, he took that down and put my ORIGINAL thermostat back up and again it worked perfectly. He told me I was lucky because a few more hours of use could have completely destroyed my A/C unit, then I would be looking at several thousand dollars to replace it. I explained all of this to Nest Support and finally they agreed to send me a replacement Nest since I still wanted to use their product. A few days later I received it, installed it and it calibrated itself in less than 10 minutes. Surprise, surprise. AND it worked right the first time. So what would you do if you had this happen to you and your gut, your technician and the experiences all pointed to Nest damaging your A/C unit? Right! You would call them and request that they pay for the replacement part. You might even demand that they pay for the labor and appointment fee as well. I didn't though. I only asked them to pay for the part! A $165 part. That's it. Here is where the trouble really gets stupid and frustrating. This whole thing started in April. I was put on hold, promised call backs, transferred to multiple "specialists", ignored, insulted by argumentative language and then ultimately dropped from their radar all the while thinking I was getting somewhere. Two days ago on June 22, I could take no more and called and demanded to have the issue resolved immediately. I was not going to be promised a call back or to leave a message. After being transferred and hung up on, eventually I reach another "specialist". ONE HOUR LATER.... I was told my request was denied. Then she argued with me for requesting them to take another look and gave her the WHOLE story again. She said and I quote, "Ma'am, if you want me to submit this to our senior management again, it will be denied". Enough. I give up. The Nest was defective and damaged my unit. That is 100% clear, honest and factual and even Nest knows this because they gave me a new unit. Nest support is garbage and will NOT support you when they are at fault. Buyer beware for sure! Do yourself a favor and ask technicians first if they have any issues with them before you trust your very expensive A/C unit to this thermostat. You will be surprised. What they don't tell you is it is NOT always compatible with your unit. You will NOT know this unless you ask them. Then they will reluctantly tell you. Good luck and you have been warned!

I purchased a nest thermostat. The product was faulty out of the box. I spent $80 for a certified tech to diagnose that my HVAC was perfect but that the nest product backplate was faulty. (The tech also stated this is a common problem with nest). I called nest customer service and the tech was condescending on teaching me how corporations regulations work and he could do nothing. I had all the paperwork to email to him but he insisted he could do nothing. I then explained I'd leave a review on the product and how he handled it by not reaching a compromise of some sort. I will be returning the 2nd nest product I had to purchase. All in all, I'm sure the product works great when it works but I hope you never need to use the customer service. The tech Mike was VERY unhelpful and even asked me if I worked for a company and I understood my regulations at work. What a rude guy. I told him I hoped that his company was recording this conversation. I'm sure they'll be talking to him on how the real world operates. #clueless. I will be posting this unfortunate experience on other websites as well. Hope this helps you decide what product is best for you.

Bought nest for mom’s house. Product was defective - battery dead even after charge - had to return and get a new one Installation was easy but connection has to be pushed down position vs nest 1st generation Spend hrs and hrs with customer service by phone to figure it out. Otherwise system is working fine.

It seems like every thermostat we buy it stop working in year and half. Last time I contacted nest they want me to send them proof a diagnosis done by hvac company. We had so far purchased total 6 units between our 3 homes. Very disappointing after spending all that money we don’t even get 2 years from the product. 2 out of 6 of our units stop working in less than 2 years.

Like the symplicaty of the Nest after it was set up. Easy to use with my Amazon Dot and Google Home Hub. Only complaint is that Nest did not get back to me when I had a question regarding set up. End up spending money to have my AC repairmen to come out and fix my wiring issue.

Love the next, had it at our older home (2 units) for about 8 years and have purchased again at our new home (2 units). We did have a bit a trouble with wiring at the new home and had to have a tech come out and run a new wire for it but works great since then. I will say the nest customer service when we had issues was disappointing.

I bought this product on January 2024 and already stopped working. When contacted support not only I have to pay full price for a replacement, they did not guarantee that I would receive a new item. They will refund the money put on hold for the replacement. I choose this product thinking it had quality. At least my ecobee lasted a year. Is unacceptable that they don’t guarantee a replacement with a new item and on top of that that make you put on hold money for full price item. And off course I would have to be without AC until a received the replacement. Many inconvenience is causing me this product as customer

This comes with a 2 year warranty (unless changed now). My thermostat decided to not turn on the AC anymore or for a brief 20 seconds. The thermostat would then reboot every 1-2 minutes. Unable to hold a charge from its base. I had an HVAC friend come out and explained what the issue is and it needs to be replaced. Google will only accept an invoice with a full written explanation of what is wrong with the device before returning it, or reinstall it to 'troubleshoot' with them. I know the problem, I don't want to reinstall something that won't work. For safety reasons I would suggest the same for you. They would be unable to diagnose anything else even if it were reinstalled. Honeywell was my next purchase since I had no working thermostat. So having to pay for another thermostat while trying to get this resolved makes this even more of a headache. So fair warning to you all. If you want 4 hours with their tech support that still won't fix the situation (awaiting a call back in 24 hours) and their senior tech support person said they will tell me the same thing she is that they won't help me. Save the hassle, get a Honeywell or some other brand that will actually back their products.

For the price you would expect top quality. This isnt top quality. Out of 3 of these 2 didnt work. Customer service is luke trying to cancel a cable bill (long wait times no follow up). The features this uses didnt help do anything that any other decent thermostat will do. The ecobee is cheaper and does everything you will need. I wouldnt recommend this product unless you like spending extra money.

I bought two Nest thermostats and one failed after a year (heat pump hvac) I still had it on warranty and i was able to get a replacement from google after an exhausting questioning by the customer service representative. The only thing that saved me from spending one more hour of troubleshooting with that person was I had paid an hvac tech and gave me the diagnose then I submitted that inspection to Nest. If I have to purchase another smart thermostat I would go with a different brand. Also, you have to wait next day to be able to check how much your ac/heat has worked during one day period; some other brands you can see that logs in real time.

Only lasted just over 2 years before showing WiFi error. Customer service (nest) just said sorry and nothing they can do about it. I would understand if I broke it, but being faulty and spending $200 on it to just last a couple of years is sad and worthless investment. Don’t recommend it. Moving on to another company.

It doesn’t work with all kind of furnace. I liked it and I checked it online to make sure it was comparable to my furnace and it was but after I purchased it, somehow, it’s not. I had to remove it from the wall and charged it every two or three days, I don’t know why because it keeps dying and not charging. I tried to contact the customer service, not much help, they told me to replace my furnace or to try another thermostat or to hire a professional. Well I choose to stick with my old thermostat until I find something simple and easy to install.

Within 60 days of purchase I encountered a malfunction with the device in which it would no longer connect to my Wi-Fi. After researching the issue, I discovered it was a known issue by Google. I contacted Google directly for assistance. Although it was a well known issue, it took nearly one month to receive a replacement. It's been over three months since it's been replaced and I haven't experienced further issues.

The WIFI of theNEST Thermostat is not working. It's been 2 months and I still did not get the replacement of the device which was promised by Google. Case ID 3-3686000036254. In this winter season, the thermostat is such an important device and it is not working for several months. But no response from Google. What a pathetic service!!!

I bought two of these, one for each floor. I set each one up in 15 minutes, and I have spent hours trying to get it them to work. They lose battery charge in about 3 hours; they turn the AC on and off every few minutes without cooling the house. The message says it'll take 2+ hours to cool the house. I've read everything on the issues, and the solutions are not simple, and according to reviews you can sit on hold with their customer service forever. I checked prior to purchasing that they would work with my AC. Not so. I am beyond livid, as now I have to call an electrician, and it is 104' tomorrow.

Bought it being very excited to install myself. I have a heat pump with aux heat. Got it all plugged in and it was hot on ac and cold on heat. Had someone from an AC company install. He hooked it up. Same thing. Check all wires. Called customer service. While very friendly and willing to help their suggestions did not fix it. Ended up getting frustrated and returning. Liked the interface and easy of setup. It just never quite worked.

The thermostat performs as advertised. Getting help with the wiring issue has been frustrating. I have called twice and no one will call me back.

Works well. Needs to give you more info on each part of the thermostat. Very little hands on info. Not easy to talk to someone.

mostly wanted wifi thermostat to adjust temperature when we are out of town - want to come back to a warm house. So far it takes too long for the temperature to heat up to my comfort setting - I have called customer service and there suggestions haven't changed things. I turned off the auto schedule setting because I was cold all the time. I called nest and they told me to turn off eco setting. Expensive thermostat and so far I'm only using the programable setting and some mornings it is not at the desired temperature when I get up. Customer service said maybe it's because of the cold weather (high 20s) well I live in northern Michigan. What happens when it's below zero? I plan to call customer service again - at one point they said I may need the c- wire installed. If that's the case I will return it - not worth any additional cost - I only have a two wire system. I will update review if things get better