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Business Profile

Thermostats

Ecobee

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Thermostats.

Reviews

Customer Review Ratings

1.05

Average of 22 Customer Reviews

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Review Details

  • Danny K

    Date: 06/02/2023

    Have a connectivity issue, tried calling customer service 5 times.
    1st time waited 20 minutes to speak to someone, 30 seconds into our call the line dropped (or was cut) and never got called back.
    2nd time i opted for the auto-call back which came after another 20 minutes (notwithstanding that the recording mentioned that wait times were "less than 5 minutes". When i got the call back, the line immediately went dead before i could even speak to someone!
    3rd time (today) opted for call back again.....after a 30 minute wait, i decided that maybe my 514 area code was a problem and called back (4th time). Hung up after waiting 40 minutes with NO response !!
    5th time, just now waited 20 minutes and hung up

    BTW, my call back option from the third call is now over 2 hours !!

    NOW THAT'S A GREAT WAY TO TREAT CUSTOMERS !

  • Brian S

    Date: 24/01/2023

    Part of a good product is that it is well explained by the book that comes with it. No book that really explains this stat comes with it.
    Another part of a good product is that it is simple to use. This is not. My clients call all the time asking how to program or how to get it on to wifi.
    Another part of a good product is that it simply works. This usually does, but when it doesn't work correctly the sign of a good product is good customer service. You will wait more than your patience can tolerate listening to the same tune for an hour before getting to talk to a person that will probably need to move you up to a level 2 tech, which means more waiting. If you are lucky, they will honor the warranty, but often they will blame your system.
    I would not install this stat in my moms or dads home. I do have it in my own home as a test site for our company. The first one failed after 2 years. It would start and stop my blower every 5 seconds. I diagnosed the problem, then called Ecobee to discuss warranty. I had to explain my diagnosis and then perform many of the tests over again with the level 2 tech on the line. If I was not a service tech and trainer myself, I would have needed to call one and pay to have them do what I did for Ecobee. Finally, they agreed that the stat was the problem and issued a replacement to me to install and the replacement is still working fine.
    Today, I have been on the phone for over an hour and a half and still listening to the same stupid tune so I can try to help one of our clients with their second failed Ecobee stat..
    Will they ever pick up? Why not have a call back option? Why not hire some people to answer the phone. They would if they actually cared. I have been a service tech and trainer of techs for over 35 years. If we had customer service like Ecobee, we would be out of business.

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