Customer ReviewsforEcobee

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.

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.

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 I had to replace the thermostat myself to get the ac back on and the only thing they offered was the outdated version that had melted down.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!

**** * **** ** * ********* 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.

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!

Horrible horrible customer service. They are just being paid to tell us to do their job. How is an average customer supposed to know and configure or understand what DHCP, static IP addresses, or WPA terminologies? I have been talking to the support for more than a month over a faulty device and after completing the support person's long wish list of making specific arrangements and Wi-Fi configurations for the ecobee, it is still not working and the support member is not trying to be helpful at all. I am stuck without a resolution.

** * ***** **** **** **** ***** * *****! They are charging $200+ for a thermostat that rarely ever works. It’s currently 81 degrees in my house because their thermostat hasn’t worked since it was installed 3 months ago as a BRAND NEW PRODUCT. My HVAC system has always performed above standard until this thermostat was installed. Called my HVAC company out to check my system, they said it was fine. Called another HVAC company for a second check, guy had over 30 years of experience. Both companies said it’s the thermostat. Tried contacting ecobee through chat, couldn’t get an answer, emailed them, no response. Called them and the customer service was so poor it was unbelievable. Guy immediately tried to say it was my HVAC that was the problem even though I sent him the invoice from my company saying the unit was fine and it was the thermostat. ** *** ************* *** ********** ******** ***** ** ****. Told him to stop stalling and send me a replacement unit. After a lot of back and forth he finally agreed to send a new unit but said they would refuse to troubleshoot it if problems were to arise with it. I told him that’s fine because if that unit had problems too I was going with a different company with better products and better customer service report. ** *** ** ** ** *** ********* ***** ****** ** *** ** ***** ********* ******** **********.

This thermostat is a horrible to try to use. Don't even try customer service on a telephone call, unless you are prepared to listen to a lot of blather only to be told "were busy helping other smart customers". If you look on line for some kind of explanation of the "new display" you will get no help on line. ** *** 

****** *** **** *** ******** ***** ******* ** **** ***** I have spent a total of about 8 hours on the phone attempting to get one of my 2 Ecobee devices online. They were unhelpful to say the least. The product its self is also NOT user friendly. Frequently the device will be set at a temp ex 80 and the device will be running (on my peak time). This device has cost me quite a bit this summer because despite what the schedule is set to and also the Eco+ setting for the peak hours, it still runs. Extremely frustrating.

********* **** ******* ** ********** ********** They send you ***** products that don't work and have the least helpful customer service I've ever dealt with. **** * ***** **** **** *** ** ********* **** ** ******** *******. They should have their business accreditations and licenses revoked. They sent me a product that's under warranty and doesn't even work. They want to troubleshoot it, we've done that on the chat, it still doesn't work. My AC repair guy came, it won't turn on. They want a work order saying it doesn't work. THIS IS THE SECOND ECOBEE THAT DIDN'T WORK. **** ******* ** ******** ******** **** *****