ECI Software Solutions — Attraction in Westlake

BEWARE! Stay away from ECI Software Solutions and Spruce at all costs!!!

Awful company! We contracted them for their Spruce system that completely ruined our business. We were sold really well by their sales team, but many things were not disclosed and were hidden. The documents were incorrectly transferred which caused us months of having incorrect purchase orders, incorrect taxes, and incorrect invoices. Their training provided was completely inadequate. Going back to watch hours of video tutorials is unrealistic. It's nearly impossible to find solutions in their database as it is not organized. When we called in to get support, no one was ever available and it took 4-7 business days for a live person to even get back to us if they did. Sometimes, we would get an email response with a completely unrelated module or no contact response back at all. At one point their service tech was logged in and made mistakes in our accounting system that was permanently documented. This is completely unacceptable! We sent in many service requests and took screen shots to get help. It was a joke. Their Spruce system is not user friendly at all. Our employees hated it and could not understand how to use it despite training. It's very complex even for someone like me with a college degree. The accounting side of their system is a nightmare! Billing customers is a nightmare. Tracking invoices and payments is a nightmare! We decided to cancel our contract and they refused to give us any of our money back despite having so many problems documented on our record. AND THE BEST PART... you do NOT get to take the data, documents, history you already paid for with you. They make it near impossible. They want to charge you an exponential fee close to $5000 to access it for one year or give you a data file that you have to go buy a special program to decipher. Unbelievable! None of this was disclosed up front and the fine print is definitely left up to interpretation and is not...

As a builder, I don’t expect every tool to be perfect — but I do expect a company to take responsibility when their system fails. That didn’t happen with ECI Software Solution BuildTools.

I signed up thinking this would streamline my budgeting process. What I got instead was a critical budget wiped out due to a poorly designed “undo” function — no safety net, no rollback, and no warning that would’ve actually prevented real damage. Their own internal reply (which I have in writing) admits it was likely triggered by the mobile interface. That bug alone cost me over a week of productivity.

I called to cancel after that. They still billed me $786.70 over two billing cycles — after the failure, after disengagement, and without delivering meaningful value. And when I asked for a refund?

Their Customer Success Manager told me that if they issued refunds every time something like this happened, he’d be out of a job. In other words, refunding customers who experience failure is so common it's considered a threat to job security.

I’m not writing this out of bitterness — I’m writing it because I wish someone had warned me. If you’re a builder looking for reliability, ownership, and a team that supports you when things go sideways, this is not it. I’ll be sharing this experience at industry events, expos, and with peers directly — because that’s how we look out for each other.

(Note: As of this writing, ECI holds a B‑ rating with the Better Business Bureau and is not BBB‑accredited. My experience reflects why that rating may not be higher.)

Choose wisely. — Mike...

Frustrated Customer!

Recently, ECI announced the acquisition of Khameleon and we have been one of the first customers to pay for a mandetory expedited fee to migrate our data from ECI's Team Design a 60-year-old platform into the new system. It has been anything but expedited.

Our experience has been poor/below expectations; we've had multiple issues resulting in loss of business and added costs to manage the significant learning curve. I would not recommend except with caveat that our primary contact has been amazing and working diligently to respond to every concern without much support from her company.

We took our concerns to leadership, and they listened and after much delay, they ultimately dismissed all of our concerns with no reimbursement for our time...