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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/01/2023

    Type:Product 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.
    I purchased sensors for an Ecobee smart thermostat on December 15, 2022, online directly from Ecobee for $21.19, charged to my REMOVED. I received the sensors on December 17th, and opened the box, followed the instructions and they would not connect wirelessly with the thermostat. I tried to call Ecobee's tech assistance but over the phone they could not get them to work. I told them I'd like to return them for a refund which is allowed for 30 days. They emailed me a return REMOVEDlabel and I returned them as instructed on Dec 27, 2023 by REMOVED. In spite of multiple emails since then, and several attempts to call their customer service (wait times exceeded one hour multiple times) I've received no confirmation that they've received the return, I've received no refund of my $21.19. there is no way to reach Ecobee either through email or phone. The order number is REMOVED.

    Business Response

    Date: 13/01/2023

    Hi REMOVED,

    We're very sorry to hear you were unhappy with the wait times for our response. We do our best to navigate increased demand for assistance and address Smart Owners such as yourself as quickly as possible, and recognize this impacted your experience. We are happy to see however that your question appears to have been addressed on case number REMOVED, where we mentioned that after receiving the returned item your refund should appear in your account within 15 business days. If you have any additional concerns please do not hesitate to contact us and we will be happy to assist. 

    Kind regards,

    ecobee 

    Customer Answer

    Date: 13/01/2023



    Complaint: REMOVED



    I am rejecting this response because:  Ecobee's response was "that after receiving the returned item your refund should appear in your account within 15 business days."    The sensors were returned per Ecobee's REMOVEDreturn label on December 27, 2022.   Their response to the BBB doesn't even indicate whether they had received the return package.    Thus, it provides no information on when, if ever, I will receive the credit to my REMOVED.    I would like to know if and when they have received the item.   In addition, why does it take Ecobee three calendar weeks to issue a credit card refund?   Also, they actually never responded to my email asking this same information from four days ago.



    Sincerely,



    REMOVED

    Business Response

    Date: 18/01/2023

    Hi REMOVED,

    We're sorry to hear you're unhappy with the response we provided regarding your refund status. We do understand that detail to timeframes is an important piece of understanding your outcome and are happy to be as transparent as possible. We do see a summary email Jan.12/2023 that was sent after your phone call on case REMOVED

    In this interaction, we mention that your order was received by us on Jan 6th and will be refunded within 15 business days - this time frame is confirmed on our warranty policy listed on our website. We do hear your valuable feedback on the timeframe for your refund to be issued, and we are happy to pass this along to the team.

    We encourage you moving forward to either reply to our original email, or reach out to one of our live channels if for any reason your refund is not applied to your account in the designated timeframe - or if you have any additional questions or concerns. 

    Kind regards,


    ecobee support 

     


Ecobee is NOT a BBB Accredited Business.

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