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Business Profile

Thermostats

Ecobee

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Thermostats.

Complaints

Customer Complaints Summary

  • 46 total complaints in the last 3 years.
  • 22 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:07/11/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    REMOVED
    I purchased an ecobee 3 in 2016, the room sensors kept dropping so recently I decided to get the new smart sensors. On their website they state that they work with all ecobee devices. The new smart sensors will not pair with the ecobee 3. REMOVEDfrom support claims that I have a malfunctioning thermostat however when I tried to pair the old sensor it pairs with no issue. The only issue is with the new sensors ONLY. No where on their website do they state that they dropped support but when you call them they say your device is old.

    REMOVED

  • Initial Complaint

    Date:15/10/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We opened a case for false readings for this thermostat. The company acknowledges and says they're sorry. I

  • Initial Complaint

    Date:10/10/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ordered a new ecobee smart thermostat. I followed the instructions in the app for the installation and it told me to wire the thermostat wrong. Now my AC is not working and I am only able to get heat, and after multiple hours with support they say they cant do anything. My AC was working perfectly fine before I started installing and following the ecobee instructions in the app

  • Initial Complaint

    Date:17/09/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a product directly from Ecobee. The order was returned using the prepaid return label provided by Ecobee. The package was shipped via REMOVEDand tracking clearly confirms it was delivered back to Ecobee’s warehouse nearly three weeks ago.

    Despite the return being received, Ecobee has not processed my refund. I have contacted Ecobee Support multiple times. Each time I am told to “wait longer.” Initially, they said I would receive an update. When that date passed, they told me I would now have to wait until the end of the following week.

    This is unacceptable. I returned the item exactly as instructed, using their label, and Ecobee has had the product in their possession for weeks. They are withholding my refund without justification.

  • Initial Complaint

    Date:25/08/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ordered regular shipped HVAC filters from this company.
    First shipmenet never arrives
    Second, the box is not sealed, completely hanging open and filter exposed to everything its come in contact with along its route.
    Ecobee REMOVEDsay I can still use it, its fine. REMOVEDI am not going to use something that was not even sealed inside of the box. * REMOVED
    I want a refund and to cancel my shipments of filters.

    REMOVED 

  • Initial Complaint

    Date:02/07/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have two ecobee thermostats, started using them since December of 2024, worked well, but starting from February 2025, both of them failed to connect to the ecobee server. Contacted support on Feb 2025, didn't hear anything useful back. Contacted again in May and was told that the hosting service they used, REMOVED, is blocking my IP, and that my case is escalated. However, I still have not heard anything from them until June when I contacted them a third time, and was told that this is "something that is misconfigured by my network".

    However, Ecobee refused to update their configurations to unblock me, while not willing to tell me what exactly is the misconfigured thing for my network. I have contacted my ISP to change IP address 3 times, confirmed multiple times that they do not restrict my traffic at all. For the hundreds of websites that I visit, the ecobee site is the only website that has problem. I tried contacting REMOVEDand was told only their consumers can contact them, and they asked me to tell Ecobee to contact them.

    At this point, I have tried everything that I can do for troubleshooting. REMOVED. They chose to host their service on REMOVEDand set up configs causing my IP to be blocked. They then said there is no way they can change that config to whitelist my IP. Then, they said this is due to "my internet configuration" and are not willing to tell me exactly what the misconfiguration is.

    REMOVED

  • Initial Complaint

    Date:18/06/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    REMOVED
    The app is either not working or they have block access to the app from my phone? The customer service doesn’t answer I request a callbacks which have not been made callbacks to me. REMOVED I cannot control any of my thermostats
    Have someone call me asap REMOVED

  • Initial Complaint

    Date:17/06/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This company said their system had issues since last week and since then all my thermostats stopped working
    I was told it will be resolved over the weekend however it has not been resolved and it’s affecting me directly. REMOVEDa request for reimbursement would be requested since we’ve been having to move to hotel for not having the air conditioner working properly.

  • Initial Complaint

    Date:04/06/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I originally purchased the home security bundle with thermostat 3/7/25 for $449.99. I later purchased 2 additional door sensors for $68.00 in April 2025. After repeated calls to technical support and my home internet provider there is still not a solution in place to make this system work effectively as a home security system. The system cannot maintain a strong enough internet connection to work properly. I have tried to get into contact with their customer service department by phone and they will not speak to me. I have emailed and they respond by saying that since it is more than 30 days from the date of purchase I am out of luck. REMOVED. REMOVED.

    Customer Answer

    Date: 27/06/2025

    I wanted to reach out to let you know that after continued calls and complaints I was able to get Ecobee to offer a return of this defective product.  I have sent in the device via REMOVEDand am awaiting the refund.  

  • Initial Complaint

    Date:11/04/2025

    Type:Sales and Advertising Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Tried to place an order, the original price shown was $360.00 but when I move to the second step to actually purchase the item, the price rises $58.50 (excluding taxes which would also be a bit higher). I am asking Ecobee to honor the price as reflected and not raise prices in between shopping carts and checkout.

    Customer Answer

    Date: 07/05/2025

    I have resolved this issue with Ecobee directly -

Ecobee is NOT a BBB Accredited Business.

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