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Business Profile

Thermostats

Ecobee

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Thermostats.

Complaints

Customer Complaints Summary

  • 47 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:02/01/2025

    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.
    I have been using ecobee for many years and have generally received reasonable support in the past. However, since September, I have been reaching out for assistance with various issues and have only received an automated reply each time, stating that someone will respond soon. It has now been several months with no follow-up or resolution, which is completely unacceptable. This has left me in a very difficult position, as I paid for their product and am now receiving no support for it.

  • Initial Complaint

    Date:11/12/2024

    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.
    The ecobee 3 thermostat had to be installed professionally at a cost of $150.00. A short time after when it was time to restart heat the system wouldn’t work it was very cold in the home the ecobee had to be pushed to the max causing a heating and cooling to be called. At this time they lit the pilot and cost me 300.00 this year when the heat is turned back on the home had been reading at 50 thermostat at 83 for days until it got way too cold for anyone to sleep or groom in I called another professional. The professional determined it was the ecobee that killed the system causing me to have to buy a new brain for the hvac plus service and resort back to a 30.00 thermostat to get heat in the house ***** ************ * *** ******* ** **** ****** **** ** ******* ** *** ****** **********. He stayed 6 hours putting the thermostat back in place and removing the wiring required for the ecobee. I then had to have the brain of the hvac replaced. They are recommending a new system. Something I can not afford. There is no one to contact for this major home issue due to the thermostat.

  • Initial Complaint

    Date:11/12/2024

    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.
    Within the last few days I have been unable to enter or exit by my front door because of my inability to get in contact with a representative from Ecobee. The reason behind this is the security system is locked on my system and everytime the door is opened the system is alarmed and the police show up looking for a reason it was set off. I have tried to turn the alarm off however, I don't remember the code despite many different attempts. Now, I have called the company numerous times and the recording says "Due to the low temperatures and the volumes of calls, we are unable to answer your call at this time. Please call back, blah, blah, blah." no way to leave a message. Or they put you on hold for an endless amount of time and tease you with the ability to be called back only to either hang up when you try to opt in for that feature or provide another number and then tell you "sorry we are unable to call you back at that number". So, here we are on day 4 or 5 going out of our way to avoid the front door and still unable to get a return call or find another number to reach them at.

  • 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:16/05/2024

    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 complained approx 05-04-2024 about an issue with Ecobee having the wrong plan related to my electrical service with **** Ever since that complaint, ecobee disconnects from wifi and the ecobee server on a daily basis. My wifi is the same wifi system on which ecobee has been running since 2018, and the wifi is not the problem. No other devices have a problem and ecobee worked fine - until I complained. And no one at ecobee has given me a solution, they just keep saying it's wifi (my wifi is not down and I do have 2.4 and 5 ghz available). I need a knowledgeable person and they don't exist at ecobee

  • 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.

Ecobee is NOT a BBB Accredited Business.

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