We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Thermostats

Ecobee

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Thermostats.

Complaints

Customer Complaints Summary

  • 45 total complaints in the last 3 years.
  • 16 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:03/02/2025

    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.
    **Company Name:** Ecobee **Product:** Ecobee ************* Smart Thermostat Enhanced **Date of Purchase:** 2/1/2025 **Complaint Details:** I recently purchased three Ecobee ************* Smart Thermostat Enhanced units. Unfortunately, two of them are defective: 1. One thermostat is locked by an access code that I never set, making it completely unusable. 2. The second thermostat is stuck on a continuously loading circle after the "Hi" welcome screen and never proceeds further. I have made multiple attempts to contact Ecobee’s customer service to resolve these issues, but I have been unable to get through to a representative. The lack of support and unacceptable level of service is extremely frustrating, especially considering the cost of these products. I am requesting that a **manager contact me directly** to address this issue. I expect Ecobee to either **provide a solution to fix these problems** or **send me replacements** for the defective thermostats. If this issue is not resolved promptly, I will be forced to escalate my complaint further. I look forward to a swift resolution. **Desired Outcome:** - A direct response from a manager. - Technical support to resolve the issues. - Replacement units if necessary.

  • Initial Complaint

    Date:24/01/2025

    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.
    The Ecobee support team is unreachable. There is no way to contact them other than by calling a 1-877 number but nobody answers the phone and after responding to a few prompts from the call answering service, you get a pre-recorded message that says "due to high call volumes, we can't support any additional customers." No email to send your complaint to or chat, both of which other companies offer. Keep in mind their product controls your HVAC system, which in extreme cold and hot environments poses a legitimate safety and financial risk if it fails to operate properly. I have tried to contact them for over a week straight, and get the same pre-recorded message. They advertiste their product supports cold weather alerts, but it doesn't work. I set an alert to warn me if my home drops below 50 degrees, and never received an alert when the inside of my home was less than 45 degrees due to an HVAC malfunction and extremely cold weather outside. If I hadn't just randomly checked the temperature remotely from the Ecobee app, I would not have been aware of the issue and it could resulted in frozen pipes and disaster. I don't think this company takes its business seriously and I would never buy a product that controls my HVAC system without top tier support. They've lost my busines forever - I'll never buy another Ecobee product again.

  • Initial Complaint

    Date:21/01/2025

    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 a ecobee thermostat premium serial# ************ that I purchased from *** ****** 6 months ago and it’s not keeping the correct temperature in the house it’s either too hot or mostly too cold I call 8 times trying to get a replacement thermostat and was told I have a 3 year warranty but I have to contact *** ****** for the warranty I asked to speak to a supervisor and was told by Mark a supervisor will call me within a couple of days almost a week and a half later no response I called them back and was told to take it up with DTE temperature are supposed to get down in the single digits in a couple of days and windchills -22 and it would be nice to have heat in the house for me and my family

  • Initial Complaint

    Date:13/01/2025

    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.
    Thermostat is changing temperatures and switching from heat/cool automatically even when thermostats are set to a manual hold. For example, it’s 23 degrees outside today. All 3 of my house thermostats were set on heat, 68 degrees, and set to a manual hold. When I came home today, the downstairs thermostat had change the heating temperature to 78 degrees and my furnace was running non stop. My upstairs thermostat had changed from heat to cool and was cooling to a temperature of 65 degrees. No one was at my house to change the thermostats and I also set up a security code where only I have access to change the settings. This is a major issue and had/has the potential to damage my furnace system. As of this writing, I have contacted customer service on 3 separate occasions over the last month and they have had no answers as to what the issue is and when I asked about replacement thermostats, they refused to replace. Not only did they not have any answers to correct the issue, they basically said I was lying about the isssue.

  • Initial Complaint

    Date:03/01/2025

    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 new AC unit four months ago and bought to ecobbe thermostat spent two hours on the phone today trying to resolve it. Thermostat keeps turning off by itself without the HVAC unit even being on customer service wasted 2 1/2 hours of my time telling me to leave it off for 45 minutes and then seeing if the thermostat does not work, it doesn’t work. It keeps turning on and off rebooting by itself then I had to call back again. Wait on hold for 30 minutes again to tell me that they need an invoice from my AC service man who said I need to replace the thermostat. I paid cash $100 for my service man to come check the unit that’s four months old. There’s nothing wrong with my unit. Just the thermostat needs to be replaced and you refuse to replace it without an invoice. A normal thermostat cost $50 not $250 and who waste four hours of their day trying to get a warranty on a thermostat. This is the worst customer service I ever dealt with in my life and then when you ask for a supervisor they refuse to give you one.

  • 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

Ecobee is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.