Forum Discussion
Thermostat malfunction/damage claim
FYI- our thermostat malfunctioned while we were on vacation. Our home and contents sustained extensive damage. We are still without a panel replacement, thermostat and I have been bounced back and forth still without any action taken to resolve never mind just speak to manager or have any call back. I have called, completed the damage claim ( which took two lengthy phone calls to get 3hours?) and this wasn’t the right “department”. INFURIATING !!!!!!! Be careful !!! They didn’t call or alert when the panel overheated and shut down after the thermostat malfunctioned while and the furnace was running for three days straight!! Alarm system???? NOT!!!! And my temperature still shows 20 degrees!!!! We’re so grateful we didn’t lose our home. It was on the verge of a fire!!
6 Replies
Replies have been turned off for this discussion
JennyG22 - i hope you see this! I had this exact thing happen here in Saskatchewan recently in Feb (2026), came home, thermostat (alarm.com thermostat but monitored through Securtek - not Telus) failed, overheated my home (said it was 21C the whole time on the app), and caused significant damage to my home flooring, home structure, wall/ceiling vapor barrier, electrical, walls, ceiling, windows (warped and seals blown), cabinetry, furniture, food, electronics, wine, etc etc etc.... now going through insurance ... not surprised if my claim exceeds $1M as my house needs to be stripped down to nothing! I got no call that this failure happened. My house was less than a day for burning down i'm sure! We had 2 cats in the home that miraculously survived .. but our home got up to 100C+ inside for 4 days! I would be interested in catching up and chatting more about this! - Josh
even wine bottles and pop cans exploded inside my house from the extreme heat!!
This happened to us. Our tenant replaced our old thermostat with telus thermostat. The house was vacant for the last two months and suddenly the whole house overheated. Insurance investigation concludes it was the thermostat malfunction. Please advise steps for the damage claim as our floor, walls, trims and window glasses were damaged.
- I’m sorry this happened to you! We are going thru home insurance as I was being passed from department to the next at Telus and it was never the correct one. Even for the damage claim they sent me to complete!! I honestly wonder how many people have had this happen ?? I hope nobody gets hurt with the lack of response for this so called security system.
TELUS_SupportOfficial Support Team
Hi Jenny! We understand your frustration. We're here to help and will send you a PM shortly to address this.
- TELUS_Support
Hello. We'll send you a private message to discuss further, thanks.
