Complaints

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.

• Initial Complaint

  Date:08/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 complaint is regarding a thermostat that I bought brand new in **********. Resideo believes there is a security issue if I reset the product I purchased. They will not allow me to reset the device. **************** is deciding to hijack my unit and limit its features. This is misrepresentation of the product and I should be allowed to simply reset my product as I have proof of purchase. (Which Resideo still believes its not enough). I currently own four of the same product (T-10), if this is going to be Resideo's policy I demand a refund for all products. My case number is ******** with Resideo, **** and **** where two customer service **** that simply did not manage to attempt customer support.

  Business Response

  Date: 08/22/2025

  In reference to Case#********:

  In a phone call to Resideo Honeywell-Home Customer Support at ************** on *******, the complainant **** ********) requested assistance with unregistering a Honeywell Thermostat and was simply told that he needed to be onsite where the thermostat(s) are installed in order to receive assistance with unregistering his thermostat(s). Mr. ******** had also mentioned in this phone call that he had some other thermostats for which he was seeking the same kind of assistance and also could not gain access to those devices either. He became upset that the agent was not cooperative with his request to unregister his thermostats without having physical access to them. 

  As a matter of customer and product owner privacy and security, we are not able to assist with unregistering thermostat(s) unless we are certain that the caller actually owns the thermostat(s) in question. 

  So, if Mr. ******** is the owner of the thermostat(s) which is he seeking to unregister, then this ought to be a very simple requirement to meet for purposes of unregistering his thermostat(s). 

  Resideo Honeywell-Home Escalations and Resolution Team

  Customer Answer

  Date: 08/23/2025

   I am rejecting this response because:

  The policy in place by Resideo fails to verify the true owner of the unit. I can provide all necessary information, proof of purchase, product serial numbers which ****************** agent declined. By simply stating that I am present with the thermostat is poor policy (how are you going to prove this?). Again, I own 4 of these models and 3/4 are being used by my tenants and I am simply helping my tenants reset the thermostat so they can access all the internet features. Tenants and my schedules are busy, a phone call should be able to solve the matter. Resideo can easily ask me what is the serial number# found at the back of the thermostat which is information I have, to prove ownership. We have been trying to unlock this thermostat for 8 months now, poor customer service and poor policies in place as a Resideo/********* customer. If you would like to communicate and find a resolution call me, the security policy in place is just magnifying something that can be much simpler to solve. 

   

  
  

  Business Response

  Date: 08/25/2025

  Mr. ******** appears to be confusing "poor customer service" with an inability to unregister thermostats which he is unable to access due to obstacles he created by his own admission. Poor customer service would result in offering no response and/or offer of assistance to a given problem. However, we have duly explained how we would be able to further assist and solve the problem in this instance.  

  This is product is typically installed by residential homeowners who have easy and daily access to their thermostat. Those consumers who choose to use this type of thermostat for alternate purposes must then account for the lack of product accessibility in rental properties or product application scenarios.

  Again, if Mr. ******** owns the properties where these thermostats are installed and his tenants request assistance with this procedure, then it should be a reasonable action set a date and time with his renter to be onsite to obtain technical assistance with unregistering and re-registering any of the thermostats in question.  Resideo Honeywell-Home is not able to unregister thermostats for individuals who do not have access to the product, and a reasonable standard of assurance of product ownership would be met just by the owner having direct access to the product.

  Resideo Honeywell-Home Escalations and Resolutions Team

   

   

• Initial Complaint

  Date:06/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased a whole house dehumidifier for $3550 made by ******* which is a spin off company of *********! The unit was purchased in late 2021. The unit failed and Residio sent a replacement unit. We paid The $500+ labor charge to install the 2nd unit! In about a year this unit also failed for the same reason. The internal humistat was defective. The Residio tech told our hvac tech that Residio is aware of defects in this product! We reached out to Residio asking for reimbursement of labor charges after the 2nd failure. They refused explaining that they only cover the product! We paid out of pocket to install the 3rd unit! This unit has now failed due to the same issue with the humistat. Residio has again refused to cover any labor charges! We have 3 defective units in less than 4 years. We have spent over $1,800 in labor charges. The unit has a ********* label. We reached out to ********* only to be told we must deal with Residio!

  Business Response

  Date: 06/25/2025

  Please consider the following regarding the Honeywell DR65A3000 De-Humidifier complaint by ***** **********.

  1. A De-humidistat control failure does not require a full replacement of the entire De-Humidifier unit for warranty. The factory-installed De-humidistat can be replaced with another factory de-humidistat upon a confirmed and reliable diagnostic, or can be re-wired with an external de-humidistat as an alternate solution. So, evidently, this solution had not been explored in these cases of warranty. 

  2. Not all the supporting documentation related to labor costs submitted to Resideo Honeywell-Home Customer Support at a prior date are in the name of the complainant (***** **********), so evidently, some of this labor cost was from a former owner of the DR65A unit going back to 2021. It shows a different name on the earlier service receipts. 

  3. The trade product warranty exclusionary clause related professional labor fees attached to the product warranty is not unique to Resideo Honeywell-Home. This policy is industry standard on trade or retail products through the manufacturer. 

   

  Customer Answer

  Date: 06/25/2025

   I am rejecting this response because:
  The replacement of the entire unit was what Residio suggested on the first failed unit. Since they do not speak directly with the homeowner we never had conversations with Residio. Our HVAC tech spoke with a Residio tech on warranty issues and how to proceed. Upon the 3rd unit failing Residio advised that an external thermostat be installed. The point on replacing the entire unit versus just installing an external thermostat is almost unimportant as the labor costs is only about an $100 difference! 
  

  Residio implies that we are trying to defraud them in asking for the labor costs be reimbursed. They say that since the invoices covering our labor costs are in two different names we must be supplying a previous owners invoices. How would we have access to a previous owners invoices. ******* ********* and I are married and purchased the house together. I added both our names in the emails to Residio. If there were questions Residio could have asked and we would have clarified. The invoices were in the names of either me or *** depending on who called for service. I would think this is common among married couples! 
  

  The final point Residio makes is that warranties in the industry typically cover parts/products only. We understand this but think that companies would make exceptions when they ship defective products continually. We did not ask for reimbursement upon the first defective unit. We asked after the second and third failure. It seems that at some point Residio would understand that customers should not have to spend over $1,800 in labor for 3 defective products in under 4 years! The thermostat in each unit is defective and the Residio tech told our hvac tech that Residio was aware of issues with the thermostat. We are just asking for some customer service! 

  Thanks,

  ***** ********** and ******* *********

  Business Response

  Date: 06/26/2025

  1. The installing contractors for whole-house De-Humidifiers are generally responsible for the install service, diagnostic service, and the repair of these products. So, therefore, if there were questions or concerns about the issue of excessive warranty labor service, then the professionals who sell and install these products have the access to register their concerns at the time of the problem. 

  2. Resideo Honeywell-Home did not imply that there was an attempt to defraud in this complaint (as asserted).  It was merely pointed-out that the complainant (***** **********)- whose name appears on some but not all the corresponding contractor labor documentation - could mean that a former homeowner may have incurred some of the costs from prior years.  In the **** trade product business, it is fairly common for homeowners to keep and maintain household service records incurred by them during their time owning a residence which are then handled-off to the new owners/occupants for their use, reference, and benefit. 

  3. If there are concerns about excessive labor related to warranty, [then the time to raise them and elevate the complaint at Customer Support is before the warranty service has been rendered and settled with the contractor]. The product manufacturer has no ability to intervene, mitigate, and/or rectify objectionable repair costs after the fact.  This has to be pursued and handled ahead of finalizing warranty labor transactions with their contractor. 

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 this house brand new and the thermostat was already installed under contract. I noticed when you set the temperature,once it reaches that temp,the teermostat does not s*** off. I have no set schedules or daily settings on ***** works by wifi only.I have reached out to the company several times to report this problem. Resideo has remotely came into the call to supposedly set up the thermostat. June 17th i had a free hone analysis done in my home on all my appliance. The 2 Smeco techs who came out stated they would put the notes regarding the thermostat malfunctioning in the report to see if it could be replaced for free under warranty. I called Residieo back and told them i have the same problem again & i needed their company to send someone out.I spoke with ***** who says they dont do that,they could do it for free with me or i could pay someone to come out &measure the voltage.Why should I do this as a homeowner or customer.I don't have a tool for that,i am disabled, and have ******************** in my hands. If its under 5 yr warranty how can this thermostat be *********** electric bill keeps going upp because we have to manually keep turning it on and off when it reaches the temp so it doesn't run all day.

  Business Response

  Date: 06/25/2025

  Resideo Honeywell-Home Customer Support accessed by phone can only do so much to assist with technical issues for customers who A) are unwilling to participate in troubleshooting exercises aimed at identifying the problem or source of the problem with a technical device such as an electronic thermostat, B) are even at a less advantage for those customers who are physically unable to perform any of the tasks while onsite to assist the technical agent in the process of troubleshooting the issue or problem. So, there are only two options under this scenario:  1) have someone else call Customer Support to help perform the required troubleshooting exercises necessary to hopefully identify whether the problem is the thermostat or some other cause like a general misunderstanding of how the thermostat works and how to operate it, or 2) leave this kind of task to an HVAC professional these services. Resideo Honeywell-Home does not offer in-home professional service calls, so either the homeowner handles it, or an HVAC professional is enlisted for assistance with it. 

  Secondly, the thermostat is not even identified in this complaint - which also adds another layer of difficulty in determining the scope of the problem.

  If Resideo Honeywell-Home is to be of further assistance in sorting out this thermostat complaint, then a representative for Ms. ***** will need to call Customer Support at ************** during standard business hours Mon-Fri and be prepared to perform troubleshooting exercises aimed at identifying the thermostat problem through process of elimination. Otherwise, there is not much we can do to determine if the product is faulty. 

• Initial Complaint

  Date:06/11/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am filing this complaint against Resideo Technologies, ***** regarding ongoing issues with the Honeywell Home T9 thermostat and its associated mobile app, which have rendered the product unreliable and invasive to my privacy.Since purchasing and installing my Honeywell Home T9 thermostat, I have experienced persistent problems with the Honeywell Home app, which is required to control the ************** Failure to Retain Thermostat Connection: The app repeatedly loses connection to the thermostat, requiring me to reinstall the device 5 times since 2022. Despite following troubleshooting steps from Resideos support, the app fails to maintain a stable connection, making remote control impossible and negating the smart home features. The app demands constant access to my phones location (set to Always in permissions) for basic functions like adjusting the temperature. This is unnecessary, as I do not use geofencing features, and is a privacy overreach. When I disable location access, the app stops working. Privacy Concerns: The requirement for constant location tracking raises concerns. I have attempted to resolve these issues by [describe any steps, e.g., contacting Resideo support on [date] via phone/email, reinstalling the app, updating firmware], but the problems persist. Resideos support has been unhelpful, offering no permanent fix or explanation for the apps intrusive location demands.Desired Resolution:A software update to the ********* Home app to fix connectivity issues with the T9 thermostat. Removal or clarification of the mandatory location access requirement, allowing full app functionality without constant tracking. An investigation by Resideo into the apps privacy practices, including transparency about data collection and third-party sharing. A refund or replacement for the T9 thermostat if these issues cannot be resolved, as the product does not function as advertised.

  Business Response

  Date: 06/12/2025

  The Resideo Technologies, Inc. Customer Support database records shows just a single phone contact from a ****** *******, phone number ************, that had been placed to our *********************** at ************** at 10:27a.m. (Central Time) on June 11, 2025 concerning his T9 Thermostat App and WiFi connection complaint. This would be an irregular finding for any customer who has the frustration of experiencing repeated connection error issues [5] times since 2022 - which is assumed to be the time when the product had been purchased and installed. Those consumers who encounter greater frequency with connection error issues are apt to contact us and register their concerns under such conditions and in those occasions. 

  In order to perform a deeper dive into the App and WiFi connections errors in this particular application, we would need the model number, serial number, and MAC ID information located on the rear-side of the thermostat panel in order to check our log that shows the registration and connection history for the thermostat in question so that we have a baseline of knowledge on which to do more probing into the technical problems at the center if this complaint. We would then assign a Tier-2 Technical Support agent to reaching-out to the complainant with further T9 Thermostat technical support. As it stands currently, we do not have enough product information or call history to establish any conclusion as to whether its a product fault, a connection issue with either the hardware, or wireless infrastructure problem at the location of the product installation. 

  Resideo Honeywell-Home Global Escalations and Resolutions Team

   

• Initial Complaint

  Date:05/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  They got my information somehow and now are SPAMMING me to death and violating the rules of the CAN SPAM Act. They either don't provide an unsubscribe link in some emails, or they'll provide an email with a dead link that doesn't work or go anywhere, does nothing. These nefarious people prove they are not to be trusted. I've tried to unsubscribe, I've written to them several times and they replied once saying my unsubscribe was submitted, but it's been months and they still come. I'll also be filiing complaints with the *** and ***, as well as my Attorney General. I'll be spending my time as a disabled person writing bad reviews and warning of these corrupt and nefarious people. They should be sent to ***********.

  Business Response

  Date: 05/06/2025

  There is no product information shown in this complaint, so while subscriber information is confidential, we are not able to address a product complaint absent product information along with some background details concerning the full customer experience from the time of acquiring the device in question through the present time. 

   

  Resideo Honeywell-Home Global Escalations and Resolutions Team

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am writing to request replacement mounting plates for your Smart Color Thermostats (e.g., RTH9585WF and similar models). I own over 30 units, and approximately 6 have failed thus far due to defective wire release tabs on the mounting plates. These tabs, made of cheap, brittle plastic, break when attempting to release thermostat wires, rendering the units unusable. This is a clear design flaw, not physical damage, as the issue recurs across multiple units.Your warranty policy denies coverage, labeling it physical damage, and replacement parts are unavailable, leaving me with no remedy. For a premium product, this failure rate20% of my unitsis unacceptable and suggests a systemic defect warranting a class action suit. I urge Resideo to provide replacement mounting plates for all affected units at no cost, as this is a manufacturing issue, not user error. Please respond within 14 days with a solution, or I will explore further action with other impacted customers.

  Business Response

  Date: 04/07/2025

  1. The Honeywell RTH9585WF Retail WiFi Thermostat carries a limited 1-year manufacturer warranty - which does not include damage incurred to the product in the course of installation or removal by the end-user.  If the quick-connect wiring push-tabs located on the wiring base-plate had been broken [at the time of the original thermostat installation procedure], then this type of claim could be seen as a product fault or defect and accepted for warranty by the retail store or the product manufacturer. 

  2. A quantity of [6] wiring base-plate failures out of [30] thermostats would suggest that the end-user is simply pressing too hard on the small plastic tab with some sort of tool in the process of either inserting or removing the wire because it does not take much inward pressure to push-in the quick-connect tab in order to release the wire. 

  3. Retail WiFi Thermostats should not be subject to multiple incidents of inserting and removing wires because unless the device requires removal/replacement after the original thermostat installation procedure, then there should no cause to even use the quick-connect wiring push-tabs after the original thermostat installation procedure unless there are multiple instances of erroneous wiring techniques at the time of installation.

  Resideo Honeywell-Home will be happy to review this claim further if there were [6] wiring base-plate failures [at the time of installing brand new RTH9585WF Thermostats]- not on thermostats that are either outside of warranty or were subject to multiple wiring/re-wiring incidents for which the quick-connect wiring push-tabs are not intended. 

  Customer Answer

  Date: 04/09/2025

   I am rejecting this response because:
  
  After experiencing multiple failures I have been extremely cautious to apply gentle force during install and removal. knowing this peice is extremely brittle and has a high failure rate has not been enough to avoid continued failure. 
  

  All attempts to get parts from Resideo have failed as they claim they do not sell the base plate separately. The small 1 mm piece of plastic is now causing the failure but the entire unit. Why cant replacements be or provided since they are proven to be defective. 
  

  further evidence of the high failure rate can be found on the used market. I have now purchased 8 additional units on the used market. 6 of them have the release tabs already broken. Apparently 75% of people are having the same problem. This leads me to believe the problem is far more widespread than even Resideo is aware of. 
  

  I am requesting replacement mounting plates to fix the defective design. 
  

   

  Business Response

  Date: 04/11/2025

  1. Resideo *********-Home has been manufacturing the RTH9585WF and TH9320WF WiFi Thermostat for numerous years, and as a responsible company, if there were an identified product fault or failure in its inherent design, then the issue would have been corrected immediately. There has never been a product quality bulletin or field action in retail or trade markets involving these two thermostats in their history.

  2. The wiring base-plates in question for this electronic device are installed during the manufacturing process at global facilities, and are not accessible for individual part replacement requests or purposes. 

  3. It is never advisable to purchase any electronic device in used condition from unauthorized third-party sources as it amounts to a buy-at-your own risk proposition.

  4. The act of utilizing the plastic wiring push-tabs for purposes of either re-wiring the device multiple times, or transferring the device to alternate locations for installation would increase the risk of the push-tabs failing because its intended to be installed once at the original location and left to operate for the full-life of the product. The risk of of wiring push-tab failure would be low on a one-time and proper wiring installation technique. 

  5. Unless the thermostats in question can be shown to have been newly purchased from authorized Resideo *********-Home retail or trade distributors and recently installed, then we will not be able to entertain a warranty action on these thermostats.

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  *** bases aren't designed correctly and cannot be replaced. If they break (which many of ours have) the only option is to buy an entire TRV replacement for 80 USD when its one piece of plastic thats broken. This is neither cost or environmentally effective, but they don't care.

  Business Response

  Date: 04/07/2025

  A Honeywell Thermostatic Radiator Valve model number associated with this complaint has not been specified, but the only [plastic] part would be the radiator valve head cover (not the base) which would not be interchangeable because its the valve head integral to the function and design, and when professionally installed in accord with the proper applicable specifications, ratings, and installation technique should not require frequent replacement. 

  If the product had been purchased/installed within the applicable 1-year warranty period, then it qualifies for warranty through the dealer/contractor that sold and installed this hydronic system control. 

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchases a Resideo T9 thermostat several years ago. I moved and purchased another one and with the move, I brought my T9 sensor as I knew I was going to install the same T9 thermostat at my new house and it would work with the sensor. A few weeks I installed the thermostat and it would not connect with the sensor. Upon chatting with customer service, they said the old T9 Sensor will not pair with my new thermostat - even though they are the same model and match. No where did it say on fine print, etc. that the thermostat would not work with older models. I want a new, compatible sensor sent to me that will work with my thermostat.

  Business Response

  Date: 03/11/2025

  As is the case with any product that utilizes modern and higher technology to make life easier and more convenient, the software and micro-chips are in a state of continuous improvement aimed at a greater product experience as it relates to convenience, reliability, and performance. So its not unusual that a thermostat with accessories that had been purchased several years ago would have components such as a wireless sensor that is not compatible with the most recent product model revision. If the intent were to take accessories from one HVAC application to another- which is unusual for this type of product - then it may pay to investigate the compatibility factor ahead of transferring the thermostat or its components from the original HVAC system and application site to a secondary system and application site. The reason that this type of information is not put in writing is because it is implied that product or devices that incorporate technology are going to evolve, develop, change fairly quickly in a competitive market. So, in this particular instance, the correct procedure would be to acquire and install a new T9 Thermostat along with any desired components (sensors) in a new location and not risk matching a sensor that had been purchased several years prior with a brand new T9 Thermostat. 

  Resideo *********-Home Global Customer Escalations and Resolutions Team

  Customer Answer

  Date: 03/11/2025

   I am rejecting this response because:
  
  You are telling me that if I want your thermostat to work I need to buy a new one year after year when new technology is updated for it to be compatible with sensors. My new thermostat should work with the same T9 Model sensors that I have. 

  Business Response

  Date: 03/13/2025

  We are respectfully stating that if you had intended to pair an old indoor or outdoor sensor from a former T9 Thermostat application [that you stated is from several years ago] with a brand new T9 Thermostat in a new application and location, then the time to research this very question of compatibility at Customer Support is before you proceed with attempting to make this sensor transfer and not afterward. 

  Consumers on the whole tend not to remove household installed HVAC equipment such as thermostats or other related accessories like sensors from their original installation site and transfer them to another home, business, or apartment. So under ordinary circumstances of a thermostat and sensor application scenario, there would be no concern about compatibility matching when pairing an old sensor with a new thermostat. 

  With technology products of any kind, it is never a good idea to assume that old components and accessories will be readily compatible with brand new devices, and if there are questions or doubt when contemplating such a move, then the time to inquire about that question is before the action and not in follow-up to it. 

  In a gesture of goodwill, we will offer to send a free sensor to accommodate the complaint if we can obtain a copy of the purchase receipt for a brand new T9 Thermostat that is said to have been purchased for the new home. We can be contacted at ************** during standard business hours to conduct this goodwill claim. 

  Resideo Honeywell-Home Global CX Escalations and Resolutions Team

  Customer Answer

  Date: 03/24/2025

   I am rejecting this response because:
  
  This does not resolve the issue, only provides and explanation of proof that the product I purchased will not work. 

• Initial Complaint

  Date:02/04/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Resideo web and phone app are so slow they are not usable. We have around 30 of these horrible engineered Honeywell / Resideo thermostats and everyone of them has been a nightmare to install, use and adjust. We have put language our scope of work to prevent any of our contractors from installing this garbage and you should too. The website take over a minute to load simple thermostat data and crashes often. The package clearly states WiFi thermostat, this is a bait and switch as that feature never works as advertised.

  Business Response

  Date: 02/04/2025

  While Resideo Technologies, **** regrets to hear of any bad experiences involving our WiFi Thermostats [qty. 30], the complaint fails to even identify the WiFi Thermostats at the center of the complaint- which would be a useful baseline of information for establishing dialogue about a Resideo Honeywell-Home thermostat problem or issue. 
  

  Secondly, our Customer Support database shows no prior contact from an **** ******* @************ concerning any Honeywell WiFi Thermostat complaints. Ordinarily, this would be a starting point for the handling of this type of matter ahead of filing a BBB complaint against Resideo Technologies, **** 

  We will be happy to further assist Mr. ******* if he will contact our Customer Support line at ************** during standard business hours Mon-Fri while onsite to assist our technical personnel in obtaining the thermostat product information (model numbers, serial numbers, MAC ID numbers) and to review the thermostat application inputs and begin the process of troubleshooting the problem affecting [30] Honeywell WiFi Thermostats.

  Resideo Honeywell-Home Global CX Escalations and Resolutions Team

• Initial Complaint

  Date:01/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a t6 Honeywell wireless thermostat. the resideo app does not let me communicate with my thermostat even though it is connected to WiFi. i never had issues when the app was *********. then it became resideo and the problems communicating started. app says offline but thermostat is connected to WiFi. unable therefore to reset it. this started last august. resideo techs keep saying problem with their app and it will be fixed but nothing happens. my wireless thermostat is useless due to resideo app. i went online and read other have same issue of saying thermostat offline.

  Business Response

  Date: 01/10/2025

  Resideo Honeywell-Home spun-off from *********************** back in 2018, so the assertion that a T6 Thermostat connection error only occurred with a Resideo App and not a Honeywell App would not be plausible. 

  Please note that Resideo Honeywell-Home has tens or hundreds of thousands of T6 Thermostats successfully operating on-line with the App along with compatible internet hardware in all of *************, so if this valued customer has encountered persistent problems or issues with WiFi connectivity, then our technical support staff can provide a deeper dive into this particular T6 connectivity issue to see if they can locate or identify a cause for the connection error.  Please contact us at ************** during standard business hours Mon-Fri from the location of the thermostat for further assistance with this technical problem.  

   

  Customer Answer

  Date: 01/13/2025

   I am rejecting this response because: I have called them and was told problem with app and would be fixed in couple of days. called several other times and told issue sent to be fixed.  several months ago and still not work. never had issues when it was Honeywell.  only since resideo.  internet shows other people with same issues.  appt says not connected but it is connected to WiFi . hasn't worked since Aug 2024. when power goes off at my house something in the app does not recognize power back on and that is when it says offline and doesn't work but resetting doesn't work as it already connected. glitch in their software.  so will contact them again and ask for manager.  customer service ***** since not work since Aug to fix it. acting like I haven't reached out for help.  their own tech said app issue
  
  
  

  Business Response

  Date: 01/14/2025

  If Resideo Honeywell-Home has an App issue that can affects the software in any T6 Thermostat that cannot be fixed, and the product is within the applicable limited 5-year warranty period, then as the obligation goes, we would replace the device.  If the complainant had contacted technical support in the past and there was no action, then they either determined that the connectivity issue/error was caused at the site of the thermostat installation, or the T6 Thermostat is no longer in warranty.  

  We can review the technical issue further at **************, but the complainant will need to be onsite to troubleshoot the connectivity problem, and provide the model and serial number information for the T6 Thermostat to technical support. If Technical Support cannot make a determination on the issue, then it can be referred to the Escalations and Resolutions Team for review of further handling.

  Customer Answer

  Date: 01/14/2025

   I am rejecting this response because:
  i have given technical support each time we have talked the model and serial number of the t6  thermostat.   i have always been onsite when we have talked through the issues.  it has not worked periodically since Honeywell became resideo. but I was always able eventually to get connected again till next power outage.    never once any mention about warranty to me from customer service during my interactions.  told problem with app and would be fixed.   never heard from them again till I would call again.  lousy customer service follow-up on my issues.  still don't know how worked fine till it became resideo app from ********* and other people on Internet have same offline issues.  feel just blown off by problem. my thermostat work seems app does not with it.  even if replace i have to hire someone to replace thermostat.