Customer Ratings & Reviews

I've had this thermostat now for a few months and it just stopped working. Heat won't come on and the blower turns on and off at will. I can't control it. Must have been a software update that broke it or it's just a piece of junk. Either way Nest tech support will only send me refurbished unit to replace my new one. Once I got it, it was also on the same software version and wouldn't work. No only that, the screen was scratched and the ring would grind when turned. Terrible!! Tech support wants to send me another referb and all the while make me do all the installs and troubleshooting, spending hours on end to get their product to work. They refuse to send me a new one! Did I mention that this all happened starting on Christmas morning while it was 9 degrees outside! We froze our buns off all day while I tried to fix their issue. So I put back my old programmable thermostat from 20 yrs ago and that works flawlessly. Nest customer service and quality is terrible! DO NOT BUY!

What a piece of junk!!!! It started not connecting to the network after a few months. After 6 months it will not connect at all! I called Nest and waited on hold for an hour! What a joke! This is the WORST support! This thing I re-set to factory settings, did a hard re-set and it will not link up to the router! Pure and simple JUNK!

My husband purchased and installed this thermostat and I hate it. The temperature is NEVER what I want it to be.The temperature is always what the NEST system has chosen to be. The support materials from the company are terrible. What the company calls an "owners manual" is nothing more than a fluff piece, telling you all the sales fluff they want you to think their thermostat will do. What they offer as a manual doesn't tell you anything about how to actually operate the unit. This is a piece of junk.

I've had my a terrible experience with the Nest Thermostat. Bought 2 thermostats for an downstairs and upstairs systems. Installed the 1st on the downstairs, a standard 5 wire system. Installed fine. Seemed to be working. Came home a couple hours later to find the house cold and the AC compressor running with the furnace not running. Tried a few things with no success. Figured I had a bad Nest. So I installed the 2nd thermostat. Ran fine for 1/2 hour then started running the AC compressor for no reason. Nest fall back is your furnace is incompatible and something about voltage spikes. I returned them for a refund. I went out and bought an off-the-shelf Honeywell 9580 wifi thermostat and it has been running with no issues. The problem isn't my furnace. It's the Nest if I can go out, buy another off-the-shelf thermostat and have no issues. The Nest is a slick product but they need to spend more time engineering their product with people that truly understand HVAC systems . I'd stay away from the Nest until they come out with a more reliable model.

One of the great advertised features of the Nest thermostat is that it has a "lock" feature. The Nest website states: "When Thermostat Lock is enabled, anyone can change the temperature on Nest - but only within a range chosen when you locked Nest". This should be great in a rental property. You can set the minimum and maximum temperature and then the guests can only change the temperature within that range. Well - it doesn't work in the "heat-cool" mode. It only works in "heat-only" or "cool-only" mode. I spent an hour on the phone with Nest today, and they said that I should simply give the guest the password. For some background, this is a short-term rental property near Disney. They guests stay for a week or two on average. If I give the guest the password, then the guests could move the temperature to as high or as low as they would like, they could disconnect the unit from the wi-fi, they could program a static temperature so the house will be nice and cool when they arrive home in the evening, even though they might have spent the past 12 hours at Disney, so I would be cooling a vacant house. They could disable the "learning" feature. They could disable the "auto away" feature" They would see my e-mail address and perhaps password in the settings menu. The customer support rep said: "Our website doesn't say it won't work in heat-cool mode, but it also doesn't say that it will work in heat-cool mode. It doesn't mention heat-cool mode at all with regard to the locking feature, so you should have no expectation that it would work in heat-cool mode". Again - the website states: "When Thermostat Lock is enabled, anyone can change the temperature on Nest - but only within a range chosen when you locked Nest". This simply is not true. I asked to return the units (I purchased 4), and was told that I needed to call one business day earlier. Their customer service was terrible.

Love the nest .. been placing them in relatives' houses ... Would highly recommend it

the unit I bought was easy to install and defective. it didn't work as advertised. i could not just walk up to and turn the thermostat up or down. turning the dial put it in to the setup menu. non-techie household members couldn't figure out how to turn the heater/AC up or down. Very non-intuitive user interface. house sitter did something and put it into a funky setting. i couldn't fix remotely so I had to fly home because the tech support said I needed to be in-front of the unit for them to help me. Not happy about the tech support either. Took talking to 3 reps and a manager for them to finally admit my unit was defective. Not happy about best buy sales support either. no one knew anything about the nest or how it works aside from reading the box. they best buy employees at the San Carlos, CA are a disappointment which means there is no value in buying from best buy versus anyplace online.

Things were working OK until they forced the most recent update onto my thermostats. Now they are going offline at random times, but it is not a Wi-Fi related issue. What is the point of having a Wi-Fi and internet connected thermostat if it is going to be offline and uncontrollable? None. I've tried explaining the problem in extreme technical detail to Nest support, but honestly, I'd rather go to the dentist than deal with Nest support. They can't imagine that their product has bugs even though the release notes for every software update from them is "Bug fixes", but omits the more critical "New bugs added". My router shows that the thermostats are connected, DHCP lease time shows that their Wi-Fi connection was not interrupted, but something broke the connection to Nest's server and port 54.81.121.60:9543, and therefore it cannot be controlled remotely. 6 months later, I deeply regret my purchase and wish I had gone with something else. Nest does not provide you the ability to roll back to a previous software version that worked.

Worked great for 6 months. Then one day in December it started running the AC and furnace at the same time, even though it was set to heat only. Turning the Nest off and even taking it off of the base plate did not stop the AC and furnace from running. It seemed that just the base plate being hooked up to the wires was enough to cause the whole system to run. I took the Nest base plate off the wall and everything stopped as it should. I went back to my old thermostat and everything has worked fine since.

At first it was okay...although it would take a long time for the furnace to kick in, it eventually did. We're talking 5 minutes from the time it showed heat coming on to actual heat coming out. Then, things got bad on the coldest night - this little thing would not turn on the furnace. And I have two of them so it's not a fluke, bad apple or so forth. Searching the web, it seems to be a common problem. I re-installed my old thermostats and, boom! Back to normal, heat working. My house is a new construction, new furnace so this is not cool for shelling out 500 bucks.

I purchased a Nest 2nd Generation. I have a reasonable degree of technical ability with my own business and living in a home with an I-Mac, 2 Mac Books, 4 IPhones, an I-Pad and an Apple TV unit. I had previously changed my home to basic programmable thermostats years ago. This should have been easy but after over 3 hours and 4 calls to tech support with each associate contradicting the prior associate, I had to give up because the house was getting cold and I put the old thermostat back. The support associates were asking me to get my “volt – ohm meter and telling me to plug the unit into my computer’s USB to charge since the small amount of power the unit was shipped with was gone but the kit did not supply the proper size adapter for the connection in the back of the Nest unit. I live in Connecticut and have an oil forced hot air system with 3 zones, a very typical heating and cooling system for this part of the country. I have more wires than Nest has labeled slots. The last support person I spoke with admitted that there is an issue with hot air systems that have dampers that have to open and close. If that is the case and my system is common in most newer homes in this part of the country, I do not see how Nest can make the 95% claim. He offered to mail me a wire to recharge the Nest and experiment to try to get it to work, but I told him that if I did not wish to be the Guinea pig. This unit is going back.

The thermostat began discharging and going offline about 10 months after purchase. Do not waste your money with this Nest thermostat. The Nest thermostat can't connect to wifi because of the Low Battery.

I bought two of these thermostats for my home. Played it safe and paid an electrician to install them. First level one worked fine and the second level one did not. Spent 1 hour with technical support troubleshooting and they confirmed it was the base/station. They sent another one which arrived three days later (while my family got to freeze) only to have the exact same problem. This time they insisted if I connected the device into my computer with a USB cable (that is not supplied by them) they could diagnose the problem. I found it strange that the USB cable that is required is not supplied. Regardless the technician after 30 minutes of troubleshooting insisted it was just a funky software glitch that is causing the problem and he would send yet another one. I opted to just return both devices directly to the Nest and he informed me that it would take 4 weeks to process the refund...that set me over the edge...remember this is just a thermostat and should never require hours worth of troubleshooting...I would never want this in my home in the winter and experience another "software glitch" that would require another device...I am now in the hole for $150 for the electrician's install

Deceived by the marketing and promises? I was. What they don't tell you is that the Nest is "incredibly sensitive to its power supply and doesn't work with many systems." I didn't see that in the promotional material but leaned that from Nest tech two of three (the one who told me I need a volt meter). I had sent photos of my system to them and got the email from Nest Tech 1 that said it should be compatible. So I went ahead bought the Nest. I followed the instructions installing it but the screen stayed dark. Tech 2 spent over half an hour with me (I had to go up and downstairs to shut the power off each time we tried something new). No volt meter, no suggestion - my problem. I scavenged a USB cable to check the Nest itself - it powered up and asked me to reinstall it. Still no luck. Tech 3 concluded my system isn't compatible - my problem. I asked if I shouild ship it to Nest for a refund and was told that I should take it back to the store where I bought it (sorry Best Buy) because of the backlog at Nest. Really?

Poor customer service. Company can remove features to products without warning. Difficult to set up thermostat and costs over $100 to have a professional install.

Thermostat is offline, what??? That's what I get, all the time now. I used to give this a 5-star, now, just one. Your software update didn't work.. FIXIT.