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

  • 48 total complaints in the last 3 years.
  • 19 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:30/03/2023

    Type:Order Issues
    Status:
    Unresolved
    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.
    Without my consent, Ecobee sent an UI update/change to the thermostat I purchased over 2 years ago. Their new UI is **** compared to their old UI. I purchased this thermostat 100% based off their old UI. I had no idea that in a little more than 2 years they would be able to remotely update a device I purchase without my consent. I'm not paying for any ***** service from them, so why are they able to change a device I purchased? This is my property in my house. I want the old UI back. The one I purchased. * **** **** **** ** ***** **** be able to make such an update without the consent of their customers.

    Business Response

    Date: 05/04/2023

    Hi *****, 

    We're very sorry if we missed the mark with you in our rollout of the new user interface. Here at ecobee, we are always seeking out ways to innovate and create simple solutions which empower our customers to get the most from our products. In doing this, we often extend firmware upgrades (as indicated in our EULA) to ensure we are able to take everyone with us as we move forward. That being said, I do understand your frustration with this change and would love the opportunity to make this transition as frictionless as possible for you. I am happy to have one of our Senior Technical Support Specialists walk you through the new user interface to ensure you are feeling comfortable with the changes at a time that works best for you. If this is a step you're interested in taking, please provide a time / date that works best for you and we can gladly set this up for you. 



    Kind Regards,

    ecobee 

    Customer Answer

    Date: 06/04/2023



    I am rejecting this response because:

    I don't need help learning how to use the new interface. What I want is the old interface, the one my device had when I purchased it, back. Ecobee didn't provide me with any new or additional features by changing the UI. All they did was move stuff around for no good reason without providing the end user with any enhancements. Almost all devices this day and age provide users the option to opt in or out of any major updates. Ecobee did not. Ecobee forced this major change on the end user.

    At this point it sounds like Ecobee has no plans to revert my device back to how it was when I purchased the device. **** ** ********* ************* *** ************ **** *** ******* ***** ***** ******** ***** ** **** ** * *** ****** ** ** ** * **** ** ******** *** ****** ********** **** ** ***** *** ********* ** **** *** **** ******* ********


    Sincerely,



    ***** ****

  • Initial Complaint

    Date:12/01/2023

    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 sensors for an Ecobee smart thermostat on December 15, 2022, online directly from Ecobee for $21.19, charged to my ****. I received the sensors on December 17th, and opened the box, followed the instructions and they would not connect wirelessly with the thermostat. I tried to call Ecobee's tech assistance but over the phone they could not get them to work. I told them I'd like to return them for a refund which is allowed for 30 days. They emailed me a return *** ** label and I returned them as instructed on Dec 27, 2023 by *** **. In spite of multiple emails since then, and several attempts to call their customer service (wait times exceeded one hour multiple times) I've received no confirmation that they've received the return, I've received no refund of my $21.19. there is no way to reach Ecobee either through email or phone. The order number is ********.

    Business Response

    Date: 13/01/2023

    Hi ****,

    We're very sorry to hear you were unhappy with the wait times for our response. We do our best to navigate increased demand for assistance and address Smart Owners such as yourself as quickly as possible, and recognize this impacted your experience. We are happy to see however that your question appears to have been addressed on case number ********, where we mentioned that after receiving the returned item your refund should appear in your account within 15 business days. If you have any additional concerns please do not hesitate to contact us and we will be happy to assist. 

    Kind regards,

    ecobee 

    Customer Answer

    Date: 13/01/2023



    Complaint: ********



    I am rejecting this response because:  Ecobee's response was "that after receiving the returned item your refund should appear in your account within 15 business days."    The sensors were returned per Ecobee's *** ** return label on December 27, 2022.   Their response to the BBB doesn't even indicate whether they had received the return package.    Thus, it provides no information on when, if ever, I will receive the credit to my ****.    I would like to know if and when they have received the item.   In addition, why does it take Ecobee three calendar weeks to issue a credit card refund?   Also, they actually never responded to my email asking this same information from four days ago.



    Sincerely,



    **** *****

    Business Response

    Date: 18/01/2023

    Hi ****,

    We're sorry to hear you're unhappy with the response we provided regarding your refund status. We do understand that detail to timeframes is an important piece of understanding your outcome and are happy to be as transparent as possible. We do see a summary email Jan.12/2023 that was sent after your phone call on case *********

    In this interaction, we mention that your order was received by us on Jan 6th and will be refunded within 15 business days - this time frame is confirmed on our warranty policy listed on our website. We do hear your valuable feedback on the timeframe for your refund to be issued, and we are happy to pass this along to the team.

    We encourage you moving forward to either reply to our original email, or reach out to one of our live channels if for any reason your refund is not applied to your account in the designated timeframe - or if you have any additional questions or concerns. 

    Kind regards,


    ecobee support 

     


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, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

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.