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Business Profile

Thermostats

Ecobee

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Thermostats.

Complaints

Customer Complaints Summary

  • 48 total complaints in the last 3 years.
  • 19 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/12/2024

    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 an Ecobee Premium thermostat, which failed within a few weeks of installation. As a result, I was without heat for a week and had to spend over $500 on an HVAC technician, who confirmed that the thermostat is faulty.

    I attempted to contact Ecobee customer service but experienced several issues:
    1. They do not answer phone calls, and there is no option to wait on hold.
    2. It takes an excessive amount of time to connect with someone via chat.
    3. When I finally connected with a representative through chat, they disconnected after I mentioned that I was about to upload the technician’s invoice.

    This lack of support is unacceptable and incredibly frustrating.

  • Initial Complaint

    Date:05/12/2024

    Type:Sales and Advertising 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.
    Smart Thermostat and 2 sensors
    $350.00

    Was told that this thermostat would work with my hvac unit several times by ecobee agents over the phone prior to purchase. Had my installer back out to install this, because this thermostat was not providing heat, have had him out several times and the issue was resolved by simply this unit is not compatible and I wasted 350$ for a paperweight. This is unacceptable

  • Initial Complaint

    Date:20/11/2024

    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 "Smart" thermostat from Ecobee roughly 5 years ago and they have made the decision to not support this specific thermostat anymore. I specifically bought the thermostat so I can control the temperature in my home while I am away. Ecobee has recently stopped supporting this device and their only solution is for me to purchase another thermostat from them. There was no communication or warning what so ever on this thermostat when I purchased it, that it may not be supported in the future, Ecobee has made the decision to not support it anymore and that is the sole reason why I now have a product that doesn't do what it stated it would do. I can no longer control the thermostat remotely when I am away which was the only reason I purchased it in the first place. The consumer should have been made aware that there was a possibility that they would no longer support their product in the future. As mentioned, there is nowhere in writing or any other communication that this product may not be supported in the future!

  • Initial Complaint

    Date:18/10/2024

    Type:Customer Service 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.
    Ecobee does not provide support for services. Everytime I call I can never get anyone and I get hung up on because "they are busy"

    Lack of support for a new thermostat.

  • Initial Complaint

    Date:27/08/2024

    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 feel like your device trying to kill Me. Please stop the auto adjusting of the temps in my house, it’s 75 down 81 up so you have my temp at 78 which is the average and your machine Will not allow override. It’s 3:17 am I can not sleep I’m up sweating and have 3 children in 81 degrees in summertime. I paid 400 with installation of this product for you to put me in pain. All I wanted Was to control the temp with my phone myself not fit your company to decide how my body should feel.

  • Initial Complaint

    Date:01/05/2024

    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 have been calling ecobee customer service since Dec 2023.
    4 months, of incredibly long wait holds, and waiting for call backs from escalation department.
    My home HVAC thermostats are 10 years old. Not vintage. and they can not seem to resolve my issues of being able to adjust my thermostats from the app. Why have an app if it doesn't work? Very frustrated.

  • Initial Complaint

    Date:17/04/2024

    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.
    On April 17, 2023 I purchased an ecobee premium smart thermostat. On April 16, 2024 my air conditioning stopped working. Following diagnosis by an HVAC technician, it was determined that the issue was a faulty thermostat. I called ecobee support as my ecobee thermostat was still under warranty. While conversing with the technician, he had me attempt several "trouble shooting" steps. When I placed the call, my thermostat was functional and my HVAC was operational. While following the ecobee support trouble shooting steps, I was instructed to remove the thermostat and connect several thermostat wires together. Upon doing so, I got no result, and after attempting this step, my thermostat no longer works. After speaking with another HVAC technician (NOT an ecobee tech) over the phone, it was determined that the ecobee support procedures have short circuited something in my HVAC system. I will not have to spend additional money to diagnose what was short circuited and then fix the problem. I reached out to ecobee requesting to speak to management or to get contact information of someone that could help, as I should not have to pay for this repair since it was the ecobee support steps that broke my system. I was told there is no management and there is no one I can contact and that they do not accept responsibility for damage done from their trouble shooting steps. The ecobee support technician broke my HVAC system and should be liable for the damages. Full extend of damages is still under investigation.

  • Initial Complaint

    Date:27/02/2024

    Type:Sales and Advertising 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.
    The company has taken their app (which was understood to be a core part of the product I was purchasing) and have leveraged it for continual advertisements on my home screen of my thermostats. This would have never been a product I would have chosen had I known this would have been their strategy. It is a premium priced product and is the only product that has hijacked the product for non stop invasive advertisements. I will never buy another ecobee product. They have proven that they do not care about their customer experience and only value the attention of their paying customer. CEO clearly needs to be replaced since these types of moves always flow from the top

  • Initial Complaint

    Date:25/01/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Have had issues with thermostat since may thinking the temperature is lower than the actual temp. Also when the heat turns on the thermostat automatically jumps down two degrees resukting in unit running longer tjan it shoild. I have called and messaged for over 7 hours and there is no resolution. My bill has increased since installing this double and it is not smart nor saving us any money. All the people have to say is sorry nothings wrong when they have asked for us to do multiple things and none of them resolved the issue. This was the premium unit and paid over 150 for it with it being worse than a 30 dollar unit.

    Business Response

    Date: 14/02/2024

    I have reached out to ***** on a new case (case *******).  After reviewing the interactions they've had with my team, I feel I have a solution.  
    Reached out to add some context into what is happening and why, and to offer sending out 2 additional sensors for no charge so we can correct the issue.  I don't feel a new thermsotat will resolve the issue that's being experienced unless the location of the thermostat is changed.

    I'll be working internally with ***** to get this resolved

  • Initial Complaint

    Date:16/05/2023

    Type:Service or Repair 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.
    Hi I bought 2 years ago and I have only used 1 year and it has been out of service for 1 year or more. and I’m going to buy a new one, I didn’t find out about the guarantee, so I wanted to buy a different brand and the seller told me that this one has a 3-year warranty, and when I called Ecobee and said that it didn’t work, but the support service said why it didn’t work, who said does not work, and I replied that the master came and looked and remembered the old thermostat and it is working now and that I have a guarantee, otherwise no one wants to send me a new thermostat, called 2 times on April 1 and April 14, still nothing. And now I call every day, but they never answer my number. I don't know if my phone number is blocked or something like that. Please, who can help me, what can I do?! I said I can send back my thermostat and you can see what's broken or what

    Business Response

    Date: 16/05/2023

    Hi ****,

    We're very sorry to hear you're having issues with your thermostat powering on. You're correct in stating that our thermostats have a 3 year warranty and it appears yours is within the warranty period. This being said, in order for us to issue a replacement it appears you mentioned an HVAC technician assessed your system and declared that the thermostat was not powering on despite 24v being present. The notes on your prior 2 cases indicate we are waiting on a work order to be sent from your HVAC technician who stated this.

    In lieu of this work order, we are also happy to troubleshoot the issue with you at your earliest convenience. In order to take this step, we will need to reconnect the thermostat and one of our team members will be happy to make sure things are installed correctly and run some tests over the phone. If this works for you, we recommend replying to your previous case number that you would like to take this step and we ill be happy to support.

    Best,

    ecobee 

    Customer Answer

    Date: 18/05/2023



    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




    Sincerely,



    **** ***

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