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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.

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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 type

  • Initial Complaint

    Date:24/05/2022

    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 one of their thermostats and 4 2 packs of the room temp sensors which amounted to over $500. I've had issues with the speaker rattling on 3 different units, the backlight display on these washing the screen out making it hard to read, and so relying on the app mostly, and have had even Ecobee's reps say they hear about this issue often on a recorded line. *********************** I was told a manager would call me back last week after talking to Tier 2. No one did and also was told they would only send me the replacement of the same model I have. After having had 3 of these ****** built units, I saw at the improvement store they had a new model. Ecobee has not called me back, was told again a manager would call me back and more excuses made. ************************************************************************************************************* I was offering to try the new model (premium I think is the model they called it) out and works with my other sensors before having to formally push for a refund and find a different brand. ****************************************************************************************. But it's hard to use when it's unable to be read on the units display, the smart speaker you pay a premium to have is now disabled or muted because it's just not able to be heard or distorts and rattles, and then the connectivity issues. This has been on 3 different units ********************************************************************. I'd hope *********************** that they would be willing to send a unit that is actually worth the $250 I paid plus the over 320 dollars I spent on sensors.....

    Business Response

    Date: 28/07/2022

    Business Response /* (1000, 8, 2022/06/24) */ The resolution has been provided to the customer on an internal case (after the date this case was submitted) in which we provided a solution they agreed with and we have not received further correspondence.

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