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Business Profile

Thermostats

Ecobee

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Thermostats.

Reviews

Customer Review Ratings

1.08

Average of 24 Customer Reviews

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Review Details

  • Jennifer W

    Date: 21/01/2025

    Ecobee be with the worst purchase we’ve ever made! After five technicians came to our house to try to find out what was going wrong. One guy simply replaced the ecobee with our original ********* works perfectly now! Don’t waste your money! * *** ** **** **** *** **** ******* ** *** ****** ***** *** ** *******

  • Bob T

    Date: 15/01/2025

    Seems impossible to reach anyone in Support. I've had an open chat window for almost an hour waiting for an agent. Tried calling and after working through the phone tree, was told that there was no one available, then hung up. No option to request a callback. I've hunted for an email address unsuccessfully. The Support link in the app takes you to a Page Not Found. I just had two of these installed and am extremely concerned that when I have a significant issue, I will get no support from them. ******* ********** *** ***** ****** **** ** *** ** * ******* *******

  • Carl R

    Date: 24/11/2024

    I purchased their thermostat to manage my new heat pump 8 years ago. I noticed lately the outside temperature was no longer displayed and I reached out to ecobee and they indicated that they decided to remove that capability from their server... sorry... Later when trying to diagnose why my auxiliary heat was coming on in the fall I found out I no longer had access to my thermostats past data on their portal. I contacted them again and they indicated they remove total support for my 8 year old thermostat and gave me 30% discount on another one. I investigated with my heat pump installer and they determined the thermostat was no longer behaving appropriately so I install a different thermostat from another company and now my heat pump is actually performing better that it ever was. Looks like Ecobee may not be the right solutions for heat pump technology.

  • Katie M.

    Date: 20/11/2024

    **** ********** *** ********** in regards to advertising their Smart Security Complete plan. It is advertised to provide 24/7 professional monitoring so that emergency services can be quickly dispatched in an emergency. What they fail to tell the customer before purchasing the plan is that ******** (who they contract for monitoring) does not have a license in every state, and without a state license is unable to dispatch emergency services. So if you live in one of these states (which I do), their complete security plan provides absolutely nothing above the basic self-monitoring plan. Instead, customers are misled through ************ advertising to think that anywhere in the USA would be covered (I was even told that they covered anywhere in the USA in writing by one of their reps in a chat thread before I challenged them on the specifics). For a "smart" system, Ecobee should be smart enough to know whether the address is in a state they can cover or not, and not offer the Smart Security Complete plan to addresses for which they cannot provide the service. * ******* ***** *** **** ****** *** ***** ****** *** **** *** ******* **** **** ***** **** *** ********** **** ***** **** *****

  • Lynn C

    Date: 20/10/2024

    I purchased a home with an Ecobee thermostat and I have since removed it and replaced with a different one that is programmable. Why you ask? I have had to restart my Ecobee 3 times in the past week, wake up in the night roasting as it just decides to change the temperature to what it thinks is correct. Would never buy one of these. They are not worth the money .

  • Ron D

    Date: 21/06/2024

    Horrible horrible customer service AKA almost no customer. Don't even try calling; can't get thru and **** troubleshooting online and thru FAQs. I had to go out of town, lost connectivity, my mobile got disconnected. App said I had no devices connected. Waiting 3 weeks when I returned home; still trying to connect my device.

  • Kerry S

    Date: 15/06/2024

    The product works okay but their customer support is terrible. The automated message says the estimated wait time was 10 but I sat on hold for over 30 minutes and finally hung up. Also, the music you’re forced to listen to is loud and annoying, plus every time you hear it again it reminds you of how long you’ve been waiting on hold. I also tried contacting them through Messenger and I’ve yet to get a response. Be prepared to fix everything yourself.

  • Brian H

    Date: 14/05/2024

    My ecobee 3 lite shorted out and melted a little. The HVAC technician didn’t find anything wrong with my system other than the thermostat that had melted. It’s a problem that others have experienced and the people at ecobee were little help. I had to replace the thermostat myself to get the ac back on and the only thing they offered was the outdated version that had melted down. They would not offer a refund or even a partial. I do not recommend their products!

  • Andrew V

    Date: 17/12/2023

    **** * **** ** * ********* Sign up for their filter subscription and when I recieve them they are the wrong size and not the best quality. I immediately call to return them and am told they are final sale. Nowhere in the purchase process does it say that but after being told to look in the terms of service, I canceled my subscription. I will be removing my ecobee thermostat and putting in my nest system I removed when my system was updated.

  • Linda R

    Date: 04/12/2023

    THERE IS NO CUSTOMER! Thermostat has been offline since ***** 17.2.1.update. I have 5 cameras, 5 *****, 2 *****, and phone. They are all connected. Tried for 4 days to reach customer service. One day on hold for 1.5 hrs! Tried phone, messenger, and callback. Callback doesn’t work. All with the same message…too busy helping other customers. Even tried sending an email using their “report a bug” link. You guessed it…that email address is not monitored!

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