ecobee Reviews 47

Don’t buy unless you have a brand new house. Half the customer service wasn’t even smart enough to know the difference between a flash reflection and something being in the port holes. The problem is just that these systems don’t work unless you have a new home. My house was built in the 60s and even with the extended it still didn’t work. Not worth the hassle when I can just program the old thermostat

I wanted a better thermostat than the basic Honeywell models (they suck), and I read good things about this brand.

I bought a brand new essentials model, wired it up to our brand new furnace, added it to our WiFi and to my iPhone via the app. All fine, no issues.

Then tried to add it to my wife’s iPhone and, well it’s STILL NOT CONNECTED!

Forst, the instructions within the app are wrong, it shows menu options that I don’t have and my unit doesn’t have any of the options that it shows that I need.

Second, I can’t even find ANY setting within the units menu settings that would allow me to get a “link code” which the app requires.

Third, I try the support page of their website and it’s utterly useless for anything past basic installation and WiFi setup (which is all good for me so not at all helpful!)

Forth, I did find a support phone number actually within the menu settings of my unit so I thought great, here we’re getting somewhere. NOPE - after going through about 5 menu choices it simply says “unfortunately we’re simply overwhelmed with calls at the moment and just unable to take your call right now, so please visit our website or use our automated support via a text link”. So I try that and once again the options to even find my exact model are totally wrong. It’s like I bought a Chinese or German discount model which have no correct instructions available anywhere on the entire internet.

So basically, I do NOT recommend this brand whatsoever, and as you can clearly see by their 95%+ negative reviews on here and other sites, you shouldn’t even give them a try.

The product seems solid. The customer service is as bad as I've experienced. Hard to reach anyone and those you do reach are pretty awful, and that's compared to an already awful customer service landscape.

I have an ecobee 3 and wrote about a problem to which I did not receive a reply.

I believe my complaints are about the engineering, not a defective product. Bear in mind if there were workarounds the company did not write me so I would have no way of knowing that.

1. There is no heat "anticipation" so the swing in both air conditioning and heating are too wide. I have not measured the swing with other thermometers but I am guessing the swing is 3 or 4 degrees. The furnace might be overpowered but the central air is not.

2. The thermostat can be programmed for different temps at different times of the day. If I manually change the thermostat a particular time of the day, the system will NOT change to the next program setting. Example: I have the heat programmed for 73 until 8:00 p.m. at which time it is programmed to dip to 65. During the afternoon I manually change to 75. At 8:00 the thermostat DOES NOT change to 65. I go to the thermostat and it shows a default to 65. I tap that icon and it drops to 65 but I want the thermostat to revert to 65 by itself.

For these reasons and lack of company response I would not buy another one.

Never can use my phone to turn on or off or CHANGE those settings of any kind on the echo B. It's kind of an inconvenient situation whenever you pay extra for the convenience that don't work ever.

Ridiculously long wait times on hold. Helpful staff when you do get somebody. "We're experiencing higher than average demand" is just code for we're understaffed. New thermostats are different size and shape and make it hard to retrofit

Ecobee thermostats suck. They are not accurate. Very difficult to use. Whoever wrote the program was either a genius or an idiot. Their customer service is nonexistent. You cannot get a hold of anyone to assist you with how to program or change the programming on the unit. I strongly advise against ecobee. don’t waste your money. There are a number of other thermostats on the market, which are much easier to use and much more accurate. As well as great customer service. Ecobee bad.

It so hard to make any changes through the app, and even harder to try and get through to customer service they will even tell you your not worth our time to even wait online and hangup with you.

This thermostat is easily one of the worst products I’ve ever purchased. The temperature reading is consistently off by 4–5°, the humidity sensor is wildly inaccurate, and the motion detection on the remote sensors barely functions. On top of that, the system logic is deeply flawed, occasionally turning the air conditioner on even when it’s 10° outside.

I contacted ecobee support and confirmed the installation was correct, which only makes the issues more frustrating. When a product performs this poorly, it feels less like a defect and more like an insult to the customer.

It appears the situation has become bad enough that this thermostat has been removed from Amazon, leaving me unable to post a review there. Consider this review instead.

From directions which are borderline useless to their terrible “customer support” which is anything but supportive, I truly have nothing positive to say about this company.

We purchased 7 different items (thermostats, door sensors, cameras, etc.) and will be returning all of them. If the company doesn’t put anything into CS, then they can expect more returns.

The agents are basically knowledgeable of the product, but getting to speak to someone at ecobee is next to impossible. They offer a callback, but who waits at home for a callback they are not sure will happen. They do callback, eventually, but then you are not home, and the whole nightmare begins again.

Do not buy ecobee. If there is any interruption in your wifi, even for a few seconds, your ecobee and furnace will stop working. This is a big problem if you are away as you risk having freezing pipes.

We installed an ecobee thermostat in a rental property and the tenants didn't sign into the app. When they moved out, I signed back into the app for the first time in 3 years. The app is 100% unusable. I open it, it immediately opens a new screen telling me about an energy savings event from 3 years ago. I have to press OK. Then it opens a new screen for another energy savings alert on the same day, 3 years ago. I can't dismiss all alerts. I am stuck. I have uninstalled and reinstalled, cleared cache and memory. I cannot set the temperature for the thermostat because the app immediately opens old energy savings alerts. I tried to cycle through them by pressing OK again and again and again and I am still only up to 2 years and 300 days ago. I am going to save a lot of time, effort, and headache, by installing a different thermostat. I can't send an email to a Support team to request help for this. When I try to do so on their site, the "Close" button is nonresponsive and the only button that works clears everything I just typed. Ecobee expects customers to use a very dumb 'smart assistant.' I cannot wait to replace the thermostat and smash the existing one Office-Space style. I would have been so much better off having never purchased from them.

Update - The Ecobee Support team tried to help. The solution is to physically go to the thermostat (not easy in my case) and reset it from there. It was very difficult to find their contact info. It is support at ecobee dot com. They genuinely seemed to want to help. It isn't their fault that the product can't dismiss old alerts.

It never works it's the worst

My ecobe thermostat the sensor fails and sends me emails several times a day. I have contacted ecobe 3 times they keep having me do the same thing each time. The customer service would talk over me i was told on my second call that the sensor would be replaced if it failed . 2 hours later it failed again . On call 3 I requested to talk with a supervisor. She would not. I wish I had never bought this. What a terrible company.STAY AWAY!!!!!!!!!!

I’m someone who researches thoroughly and values long-term reliability over price. I switched from Nest to Ecobee 1.5 years ago based on good early support. When my first thermostat failed, they replaced it quickly, which gave me confidence to install Ecobee units at two more business locations.

That trust has eroded. Over the past 6–8 months, support has become awful—wait times of 2+ hours, inconsistent responses, and overseas agents who require you to be present at the thermostat the entire time. In one case, an agent blamed my HVAC and told me to call a technician, implying reimbursement might be possible. The technician confirmed it was a thermostat issue, but Ecobee refused reimbursement, even though the thermostat was under warranty.

Their reasoning? The agent hadn’t “formally approved” the visit—despite clearly directing me to get it checked. The technician’s fee cost more than the replacement unit.

Two out of four of my Ecobees have failed, and a third is now acting up. Support is now slow, contradictory, and unreliable. If you’re considering Ecobee, think twice. Product quality is shaky, and support no longer lives up to the brand’s earlier reputation.

I don't like my ecobee 3 lite thermostat. I can't seem to get it to stop going lower than what I have set it to. It drives me nuts, and is using more electricity at the same time. I have tried over and over to set the temperature where I want it. How can it continue to go lower than what is comfortable for me? I thought it was supposed to be smart? The guy who installed it, convinced me that I would love it. He could not be more wrong!

The AI couldn't address the issue & I've been holding for 20+ mins... at a slow time of day. This feels like a company that understaffs customer service intentionally hoping that absurd wait times will discourage people from calling.

Loust support. They sold me an upgraded thermostst that I had to buy because the original unit was not being serviced and could not connect to wifi. I bought the unit and it cannot be installed witout a major rewiring. Stay away fro these people. Cave your money and hours of aggrevation dealing with them. I wanted to send the unit back I bought from them and they refused!!!!! i had it more than 30 days. Run don't walk away from these people

Worst Customer Service ever!! Screen keeps going blank. It must be pulled out of the wall to reset. I called and got emails requesting that I respond over and over even though I responded to the emails every time. They needed the company that I bought my new home from to send them info. Which they have twice I've been copied on the emails, and they claim not to have the info... I called back to no avail!! I will be returning it and ordering a different product.