Ecobee

I purchased an Ecobee thermostat (May 28th) and have been trying to return it (OrderNumber: XXXXX). I reached out to the company on June 1st and was told that I will be receiving a return label from their shipping department. I was provided a ticket number: # XXXXXXX. It has been three weeks and multiple follow up calls, and I still have no return shipping label from them and have no commitment on when one will be sent. Never once has the rep I've talked to apologized for the delay. Per my last call with Ecobee, I have filed a dispute with the credit card company and am submitting a complaint here since this has not been resolved.

My only complaint with Ecobee has been around their billing and support practices (30 minutes each call to get to a person, no escalation, no follow up, no empathy). I have never once had a problem with actually using any of their products.

I bought ecobee 4 and installed it in the winter time it work fine but in summer time I turned it to cool. So AC will turn off after reaching the temperature and immediately turn AC back on for aprox. 30 seconds. Tech support blame my AC but I installed my old thermostat and I don`t have any issue. I start to do more research on internet and a lot of people have similar issue and no one care.

On February 5th, 2020, we notified Ecobee that our thermostat, purchased in the fourth quarter of 2019, was defective when trying to turn on the heat.

We informed them that: 1) we are a commercial property with in-house AC technicians, 2) we had tried another Ecobee thermostat of the same brand on the exact same wiring harness, and it worked ok.

After 3 months, Ecobee continues to refuse to honor the warranty. They have insisted that we pay another technician to evaluate the problem. They have insisted that we follow additional further steps that are outside of warranty guarantees.

As the problem is self-explanatory, and clearly points to defective hardware because the problem is completely resolved by using non-defective hardware in the same installation harness, paying another technician is unnecessary and thus the suggestion seemed to be a strategy to avoid or delay honoring the warranty.

This was free with the purchase of a new A/C system. I had wanted another WiFi thermostat but was sold on this brand for it's ease of use.

The first day I has issues and questions. I call and waited two times and was told my wait time for a call back was 55 minutes and 45 minutes. I left my name and number and as of day two no one has returned my call!

I'm happy with my new A/C system just mad at myself for not insisting on the NEST!

Contacted my dealer and he was pretty concerned that I was experiencing customer service issues and will come back and remove this piece of crap and install my newly purchased NEST

Be warned, I'm pretty tech savvy and have multiple WiFi items Don't purchase from a company that has the worst customer support

HVAC was not functioning - had HVAC company come check and said unit fine. Contacted ecobee who told me it was an issue with insulation of teh hole where the wires came through (which was NOT the issue and not even consistent with symptoms). I followed their instructions. System continued to have same issue, Contacted ecobee again and they walked through debug and told me it must be the HVAC unit. I had the HVAC company come a second time and check - no problem found. Cost me $75 for this. I had to diagnose the problem myself and it was the ecobee power extended kit which ecobee sends with each unit and instructions how to install. That part was failing. I reported this to ecobee and they confirmed but said they no longer sell teh ecobee 3 and could not send me the *** (which is the same one that their ecobee 4 uses which they do sell) - they sent me a new ecobee 4 (which I told them they I did NOT prefer). I was able to purchase a NEW ecobee *** on *** for 12 dollars. They recommended that I go to the trouble to change out the entire thermostat, which I did (even though all it needed was the ***). But I am out $75 because if their incorrect diagnosis twice), and they are not even willing to let me keep or but the ecobee 3 that I have to use with the extra *** that I purchased despite them telling me they are not even selling them anymore.

I received an Ecobee thermostat in the mail on or around February 1st. It was either defective or did not work with my HVAC and Ecobee sent a replacement, which also did not work. After working with their customer service for nearly 2 weeks, I requested a refund, which they said they would provide. I sent back both thermostats, which arrived at Ecobee's facility on February 20th and March 1st (I have *** confirmation). I was told I would receive a refund within "a few weeks" of the return. Later, that timeframe was lengthened to 9-12 weeks. When I inquired further, I was told to expect the full 12 weeks. Now it has been over 13 weeks and I do not believe a refund check is coming. I have kept in constant communication with Ecobee, and throughout this process they *** to me about the status of my own return, and *** to me about "confirming" that my check was in the mail multiple times. I have asked them to escalate the matter to someone with more authority, but all I've gotten is more *** emails from a different person. I'm at a loss as to how I can get my money back, but I don't think it is right they should promise me a refund and then simply hold my money for over 3 months with no signs that they ever intend to return it. I have a receipt, *** confirmation that they have received the returns, and all correspondence regarding the return was done via emails, which I have saved.

The ecobee we received did not work with our furnace so I contacted ecobee to see about a refund. They had me ship the product back and they received it on 2/26 (*** tracking 1ZXXXXXRXXXXXXXXXX). They said it would be 4-6 weeks to receive a refund via a check mailed to my address. I have not received a check and when contacting them again they now say it will take 9-12 weeks for a refund to be issued. The total cost was $210.94.

-Problem started occurring in January, 2019.
-Ecobee unit would not maintain or turn on heat for long periods of times, sometimes hours. Ecobee had to be reset, then hot air comes out.
-Multiple emails coming from Ecobee alerts stating "alert message from ecobee for thermostat: My ecobee (XXXXXXXXXXXX):For the past 2 hours the thermostat has been calling for heat, but the room temperature has decreased by 1.6C."
-Alerts received on Jan. 14, 22, Feb. 9, 19, 26.
-Temperatures here in Greater Toronto Area averaging -20 degrees at night and thermostat failing to turn on heat.
- Thermostat set to high heat and it blows neutral air. Ecobee had to be reset and after 30 minutes to one hour, warm air comes out.
- Furnace diagnosed, it is working fine when Ecobee system removed and disconnected.
- Ecobee support initially contacted on Feb. 26. But given different answers with each response that does not address or solve problem. They keep closing tickets.
-Ecobee support itself cannot decide if its PEK failing or Ecobee unit itself that's faulty. Very frustrating with responses received.

I returned a thermostat in the fashion ecobee requested and was given confirmation of receipt of the return. I have been waiting one and a half months for a refund. I have called customer service and dealt with six different people being given the run around and told the refund will appear in 5- 7. It does. It appear that I will be given my refund and I have no product in its place. I have called to speak with a supervise and have been told they will have to call me back. I have never spoken to a supervisor.

I placed an order (#XXXXX) on 12-3-2018 for a thermostat, and 3 switches $456.00 I have contacted Ecobee support on several occasions over the past 6 weeks to findout when the order will ship out I am only told it is in processing. I asked to cancel the order can't cancel order because it is in processing. the most recent ticket number from my calls is XXXXXXX placed last Monday 1-7-2019. It has been 6 weeks and I can not find out from Ecobee when my order will ship, I can't cancel the order but yet they have my money tied up till I get the order and ship it back to Ecobee for a refund have to wonder how long that will take if I ever get my order shipped to get a refund from Ecobee.

We purchased an Ecobee 4 thermostat thru a 3rd party. We ended up returning the product because we found it for a cheaper cost elsewhere. I called the number listed on the receipt and Ecobee proceeded with the return Authorization. I then called them quite a few times because we were not getting our refund. I kept getting different information each reps I spoke to, saying due to the Holiday there's a delay from stating it's being mailed out thru *** carrier and may take up to 20-30 days. In the meantime they already kept the product! They said they could not issue a refund in the form of the original payment because it was not purchased directly from their warehouse! Nonetheless! I would have had my refund by now if they would have credited my credit card. At this point, I would like them to refund my credit card! They owe me $168.92. I've allowed them enough time to provide the refund and still no money!

I purchased a (refurbished) thermostat directly from the ecobee website, on the page describing the model I ordered it stated that this purchase would be eligible for a $50 rebate via my utility provider. This was again confirmed after my purchase with a follow up email stating my eligibility for a rebate and where to submit my rebate. After submitting my rebate I was informed by my utility that my rebate was being denied because the unit I purchased (directly from the manufacturer) was refurbished and therefore did not qualify. There was absolutely no mention on the product page or anywhere on the Ecobee website that a refurbished unit was not eligible. I have sent/received multiple emails from ecobee but their position seems to be that this is an issue with my utility. Which I vehemently disagree with....ecobee promoted/advertised this product on it's own website and promoted it as being eligible for the rebate, my utility company didn't. I think ecobee should refund me the $50 I am out due to their misrepresentation.

I have Ecobee 4 with 4 smart sensors. Smart sensors not communicating with mail thermostat, thus saying occupied most of the time.. I moved 2 in same area 10 feet away , covered one with cup and it still remains occupied, (both of these are brand new!)
faulty? bad batteries? I have been trying for 2 weeks to get my issue fixed.. they ask me to do tests then never respond back or respond back 2 days later , I called yesterday and asked for a replacement and was told to do more tests! This unit is faulty.. Its not smart at all, latest email was told to use ***? well I have *** and I cant where to activate ***.. Its like a game of tech support u offer, I asked to speak to a real tech person yesterday and was hung on. I want a new unit with new sensors and a refund on the 2 sensors I just bought. I tired of playing games with tech support. calling, emailing, try this try that, am I some sort of FREEE debugging company for Ecobee? U flood your product all over the place and don't stand up for issues..

Ecobee appears to be using deceptive advertising practices with how they describe and market both their Room Sensors and Switch+. Around August 2017, I purchased a new ecobee thermostat and since August 2017, I have purchased a total of 6 additional Room Sensors. This would indicate that any one of my 6 sensors are at most 14 months old.

I recently contacted ecobee because the battery in one of my sensors stopped working after at most 14 months. Their website clearly states the sensors are, Built to last: Sensors use a low-power radio frequency (915MHz) to communicate with your ecobee for 2 years of battery life, in a way that's more secure than Bluetooth. Upon contacting their support team for a replacement battery, I was told the batteries have different life spans on different occasions: 1) The battery is supposed to last 18-24 months, 2) The battery only lasts 12-14 months.

Ecobee eventually confirmed that batteries should last greater than 14 months, however they still would not replace the battery in my sensor. I tried explaining that if my battery isn't lasting as long as they say it should then my sensor must be faulty, however they insisted that the sensor is working as it should and batteries have a tendency to die early. I don't understand why they would advertise the sensor batteries as working for at least 2 years on their website - very misleading.

They were also advertising that their Switch+ would be getting an update to enable additional functionality in Summer 2018, the Switch+ has a built-in temperature sensor and the feature will be rolled out via a firmware update in summer 2018. I can confirm this was being advertised on their website at least until September 23, 2018 because I was having problems with my Switch+ and tried contacting their technical team for support and asked about the feature not working on both of my Switch+ units. Part of the reason for me deciding to outfit my home with Switch+ units was because of this feature. They have since removed that claim from their website. If I had have known that they would not be releasing this feature in the summer 2018 then I would not have gotten the Switch+ units for my house. I find it hard to believe that their marketing team did not know this feature would not be available in the summer prior to the beginning or even during the summer. In other words, they had ample time to determine this feature would not be available in the summer and change the product messaging.

I paid a premium price for what I consider to be a premium product. Service and/or quality that is anything less is not acceptable.

I purchased an ecobee3 lite a little over a month ago. My builder installed it 2 weeks ago. The device stopped working. I chatted with a rep via company site. They weren't helpful. I called the company on 12 Oct 18. The rep wanted me to open up my HVAC system as if I was the installer. I sent photos and videos of the device not working. The HVAC installer came the morning of 13 Oct 18. He inspected all wires and device. He removed the ecobee3 device because it did not work. He installed a *** device. I called again on 13 Oct 18 to let them know that their device was faulty. They wanted me to go through the same exact steps as every rep prior had me do for proof that it does not work. I told her I had videos and photos to show proof. I did that. She said she would send my a return package for the old device along with the new device and a email confirmation. I did all that was asked except open my furnace since I was not experienced in that department. I never recieved an email confirmation.I did receive a email about them closing my ticket. I called and emailed them back. Letting them know it was not closed because I havent recieved my replacement. A rep called me today 16 Oct 18 trying to walk me through the steps I can no longer perform because I had a new device on my wall. They told me they couldnt help me then. *** I sent all pix and proof needed. I'd like a refund or my original exchangeI requested!!!

We ordered the Ecobee3 Lite for our home. We had a professional HVAC technician come and install the thermostat since neither my husband nor I have any experience installing or working with A/C units & thermostats. The install cost $25.The thermostat was not working properly so we spent over an hour on the phone with Ecobee technical support. The tech support agent was very friendly and patient throughout the call helping us troubleshoot the thermostat. At the end of the call it was determined that the thermostat was defective. At that point the technician became very short and not helpful *** She asked where we got it and that it needed to be returned and then she said well is there anything else you need? I had no idea what to do at that point so we got off the phone. She offered no assistance in getting the thermostat out of Stage 2 mode and I had no idea what to expect with the thermostat being stuck in this stage. The air conditioning basically kept running at an unknown temperature and the only option we had was to let it run indefinitely or shut it off completely. Fortunately, the installer was able to help me hook the old thermostat back up at no charge.
*** I'd like to at least be reimbursed for the cost of the install.

I have contacted Ecobee 3 separate times to help repair my broken thermostat, and they have never responded. I can't easily control the temperature inside my house, particularly my baby's room, without the thermostat working correctly and connecting to our phones.

I have contacted supported for both: mechanical wiring and device networking by 2 different ecobee tech people. *** the guy in mechanical support was extremely good in which the tech has much more knowledgeable comparing to the guy in networking support. The mechanical tech support understands my issue from my first email and able to resolve my issue as early as the first reply. But the tech from network team sent over 10 emails, each email with screenshots to prove that the issue consistently happening on the ecobee itself with the WiFi module (i.e. ping test comparing between both ecobee and laptop while both are on the same router, the information displace on ecobee itself not getting any Internet, ecobee not responding from the ecobee app via my cell, ecobee not responding via *** commands, etc.. At the end, he emailed back and indicated that the issue is not on ecobee. But this tech is only saying it is not their ecobee problem without any foundation to base on nor even explain what it was about. After that, the tech even closed my ticket #*** and asked me to rate the support I received.

I purchased the Ecobee 3 on 04/25/2016. It recently stopped working a couple weeks ago. It was almost 100 degrees where I live I needed a new thermometer right way. I purchased the Ecobee 4 and it worked right away. During e-mails to Ecobee I kept getting the run around. They we're *** to me saying it wasn't the thermostat that was the problem, but when I bought a new one it worked right away. I made phone calls which lead to being on hold multiple times. I conversed with e-mails and eventually they stopped responding to me. The Ecobee 3 thermometer has a 3 year warrantee. I purchased it from the *** Store for $199.00. The serial code is ***. I sent them pictures of it and explained my frustration. *** they didn't want to provide me reimbursement for my new one or credited my card for the Ecobee 3.

company refusing to honor warranty replacement of thermostat. Provided the requested information to process warranty and now they keep emailing for more and more information delaying the replacement.