HVAC Thermostat
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      1. GlacierGrid Help Center
      2. Troubleshooting Your System
      3. HVAC Thermostat

      HVAC Coverage Policy Statement + Required On-Site Steps

      To determine whether we will cover an HVAC-related bill, the issue must fall within our coverage criteria, and the following steps must be followed while the technician is on-site. Failure to follow these steps may result in the bill not being covered.

      Eligible Issues

      • Thermostat misconfiguration, including:
        • Occupied/unoccupied scheduling issues
        • Incorrect set points
        • HVAC mode settings not matching conditions
      • GG will review pre and post installation photos to confirm wiring mismatches of the thermostat will cover as long as:
        • They are directly related to our thermostat install
        • They were not damaged, modified, or broken by other parties after install
      • Disconnected or incorrectly installed zone sensors
      • Internal wire reconnection at thermostat only, including:
        • Loose terminals
        • Missing jumpers
        • Thermostat-specific wiring fixes

      Non-Eligible Issues

      Thermostat or Site Conditions

      • Any thermostat physically broken by staff, customers, or third-party contractors
      • Thermostats or zone sensors damaged by vandalism, theft, or misuse
      • Thermostats pre-existing on-site that were not provided by GlacierGrid

      RTU or HVAC System Issues

      • Undersized or overworked RTU units
      • Gas line disconnected or shut off
      • RTU smoking, making abnormal noises, or failing to operate
      • RTUs that struggled in test mode pre-install, and those issues were communicated to the customer
      • Any mechanical failure inside the RTU, including but not limited:
        • Bad compressors
        • Non-functional fans
        • Failed boards or relays

      Edge Case Scenarios Not Covered

      These are frequent visit outcomes that are not covered under GlacierGrid policy:

      • Clogged condensate drains
      • Worn or loose fan belts
      • Faulty wiring inside the RTU return cavity (outside our touch zone)
      • Thermostat wiring damaged by rodents, pests, or rust
      • Power-related issues (e.g., blown fuses, tripped breakers, non-functioning transformers)
      • Tripped float switches or other drain-sensor interventions

      RTU Access & Responsibility Clarification

      During installation, GlacierGrid technicians unless otherwise requested to adjust during install and received approval in writing:

      • Do not modify wiring inside the RTU cabinet
      • Do not test, replace, or alter RTU components
      • Document visible wiring only from the thermostat back

      If post-install issues stem from within the RTU or wiring not previously accessible:

      • We can help diagnose remotely
      • We do not cover repair costs, as these fall outside the original install scope

      Vendor Damage Policy

      If damage occurs during a service visit:

      • Customer-dispatched technician: The customer bears responsibility for technician actions and resulting repairs.
      • GlacierGrid-dispatched technician: GlacierGrid will take responsibility and coordinate directly with vendor.

      GlacierGrid’s solution controls the thermostat only; we are not responsible for diagnosing or resolving issues with the HVAC equipment itself.

      Step-by-Step Instructions for On-Site Visits

      Step 1: Contact Our Support Team

      • Immediately upon arrival, the technician (or customer on their behalf) must call or message our support team (support@glaciergrid.com) before beginning troubleshooting.
        • This ensures our team can document the visit and assist in real time.
        • If possible please alert our team when ahead of the visit when it is scheduled so we can ensure a team member is prepared for the call. 
      • Our team can support remotely while the tech:
        • Check thermostat settings.
        • Verifies wiring at the thermostat and RTU.
        • Tests communication with zone sensors and the thermostat.
        • Takes supply air temperature readings before making adjustments to the unit. Pre-install supply air temperature readings refer to the baseline cooling/heating output temperatures collected before any action is taken with the RTU or thermostat. 

      Step 2: Share Photos and Details

      • The technician must provide clear photos or videos via email of:
        • Temperature gun images from pre and post test checks of supply air.  
        • Thermostat wiring.
        • Any error codes or messages on the thermostat.
        • Any damaged or disconnected components.

      Step 3: Document Work Performed

      • Once repairs are complete, the customer must send invoice to support, account manager or account executive within 30 days of visit:
        • A summary of the issue and fix.
        • Final photos showing the corrected setup.
        • The itemized invoice.

       If You Request GlacierGrid to Schedule a Technician:

      • If GlacierGrid is asked to coordinate an HVAC technician visit on your behalf:
        • The full cost of service will be passed through with a 20% service coordination upcharge if the issue identified is not within the scope of our policy. 
        • Appointment scheduling is subject to technician availability in your region, which may affect response times.
        • We will keep you informed of scheduling options and ETA as soon as we receive confirmation from our service partners.


      Important Note:
      If these requirements (real-time communication and documentation) are not followed, we reserve the right to deny full or partial reimbursement of the service cost, even if the issue would normally be covered.

      If service is required after hours or in an emergency, the technician must document all steps and contact us at the next available opportunity.


      Last updated: July 2025. For questions, contact support@glaciergrid.com.