Business Profile

Residential Air Conditioning Contractors

Trane

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Residential Air Conditioning Contractors.

Complaints

This profile includes complaints for Trane's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

443 total complaints in the last 3 years.
126 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/28/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We moved into our home in July of 2018, after a week in our home our HVAC unit failed. We have since had non stop issues with our HVAC, and the company managing our HVAC unit and warranty from TRANE, has been terrible with keeping track of their NUMEROUS appointments to our house and are trying to say they have only been here 3x when we have called easily over 20x, and thats not an exaggeration. Theyve come out multiple times under warranty and weve paid out a couple hundred dollars for them to still not have fixed the issue after 7 years, and I fear they just are bandaiding it until its too late and our warranty expires. We have a toddler, and two dogs and multiple times have had to camp out in our living room because its the only HVAC unit that works. And when we have called the emergency line they dont ever answer, in the dead of summer with a toddler that is horrendous. Their attitude and overall general disposition and empathy are severely lacking, they berate you when you try to hold them accountable and ask for advocacy about a faulty lemon unit and undermine you. Between TRANE not sticking by their products or checking the customer satisfaction of the people handling their units, ****************** letting people do absolutely faulty work on new homes in DE, and ************* being a horrible horrible company to deal with a hvac warranty with I am at a loss of what else to do
Business Response
Date: 05/05/2025
Dear Mrs. ****************** you for contacting Trane Consumer Relations regarding your concerns.
As a manufacturer of heating and air conditioning equipment, Trane provides a limited warranty that covers the failed component but does not include associated costs such as diagnostic, labor, or refrigerant fees. Because there are a variety of complexities that weigh into the performance of our equipment, and much of that is impacted by the application in which it is installed, Trane chooses to handle each consumer inquiry on a case by case basis by maintaining direct contact with our consumers to reach an amicable resolution. This will allow us to have a dialogue about your concerns without needing to wait for the BBBs system to log and forward each response. Additionally, please be aware that ********************, your HVAC servicer based on the documentation already provided, is an independently owned and operated company. Trane has no involvement in their day-to-day business practices and will not have access to their company records regarding your equipment.
I will be reviewing your complaint and reaching out to you as soon as possible. In order to assist you I will need to gather the serial numbers of all ******************** products installed in your home, service documentation regarding preventative maintenance performed on your equipment, and repair invoice(s) for work completed by your local technician. Please have this information ready when I contact you.
If you would like additional support, you may contact us at ************** Monday through Friday between 8:00am and 6:00pm CT.
Thank you for your contact.
******
Customer Answer
Date: 05/05/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

Thank you.
Initial Complaint
Date:04/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am trying to locate the AC/Heating company Trane U.S. Inc. You have multiple listings, so I hope this is correct. The sticker on the unit says ****** Tx, *****, but you have no listing for that town. Customer relations is listed as ********************************. The phone # we have is ************ which was useless.We purchased model #4TWV0X60A1000AB, serial #******JSJF in Aug 2024. Since that time, the unit has been making excessive noise and we have had the dealer, *********, out to check it about 4 times, possibly more. The unit is under warranty and Trane is refusing to back their product. We suspect that the fans are not properly aligned We want a replacement unit, or proper repair of the existing one.I have a video of the unit making the noise. I dont know how to attach it, but I can email it to you once we have a case #.Thank you. We are unable to sit outside or use the bedroom nearest the unit at this time due to the excessive noise.
Business Response
Date: 04/23/2025
Dear Ms. ************************* you for contacting Trane consumer relations regarding your concerns. We apologize for the inconvenience you are dealing with and aim to best solve your issue. With such issues, we will likely need to engage our technical support team to best address and solve your issue. To begin please provide your product information, any service documentation, and detailed issue information.
Thank you for your contact.
Best,
Kim
Initial Complaint
Date:04/11/2025
Type:Service or Repair Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The company sells units, discontinues the units and does not make replacement parts and the products are still under warranty. Current system has part that cannot be made or found by company for a 2021 unit that is under warranty still, giving me the run around to get answers. Supplier sent email stating part cannot be obtained. No compatible replacement. Escalation is taking their time assigning a case manager, has been more than 72 hours and now going into the weekend. I have tenants in the home and in ******* temperatures rising to 100 degrees, this could be a health concern since we cannot turn this unit on as it causes leaks in the roof. Need help escalating and getting a new unit Corporate number is **************
Business Response
Date: 04/16/2025
Dear, Mr. ************* you for contacting Trane consumer relations regarding your concerns. As discussed I have begun to review your request, once an update is available I will reach out via your case with us.
Thank you for your contact,
Kim
Customer Answer
Date: 04/17/2025

I am rejecting this response because:

there has not been a solution yet, took me over a week to get a case manager. Ive heard about poor solutions from others with Tranes offers and solutions so I want this case to stay open until everything is done and said and the best solution has been presented, aka a new unit since part no longer exists.
Business Response
Date: 04/17/2025
Dear, Mr. ******* style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">Thank you for contacting Trane consumer relations regarding your concerns. As discussed I have begun to review your request, once an update is available I will reach out via your case with us.
Thank you for your contact,
Kim
Customer Answer
Date: 04/18/2025

I am rejecting this response because:
Consumer relations representative *** said by end of week there would be a resolution, as I just got an email there is not a resolution yet and still getting the run around. I want to keep this complaint open ** *** and Trane know I a not playing around. I am a few hours away speaking with the department of health and filing a court case against Trane in the justice court.
Business Response
Date: 04/22/2025
Dear, Mr. ******* style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">Thank you for contacting Trane consumer relations regarding your concerns. As discussed your case is still currently under review, once an update is available I will reach out via your case with us.
Thank you for your contact,
Kim
Customer Answer
Date: 04/22/2025

I am rejecting this response because:
Trane responds slowly and has not given a resolution. They said last week Friday would have resolution and they are back tracking on what they said. I do not accept their response at this time since there isnt a resolution.

Customer Answer
Date: 04/23/2025
Date Sent: 4/22/2025 5:39:28 PM
I am rejecting this response because:
Trane responds slowly and has not given a resolution. They said last week Friday would have resolution and they are back tracking on what they said. I do not accept their response at this time since there isnt a resolution.

Business Response
Date: 04/23/2025
Dear, Mr. ************* you for contacting Trane consumer relations regarding your concerns. As discussed your case is still currently under review, once an update is available I will reach out via your case with us.
Thank you for your contact,
***
Customer Answer
Date: 04/23/2025

I am rejecting this response because:

they have not come up with a resolution yet even thought the Trane representative *** said a resolution would be and last week on Friday and we still do not have a resolution.
Business Response
Date: 04/25/2025
Dear, Mr. ******* style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">Thank you for contacting Trane consumer relations regarding your concerns. As discussed your case is still currently under review, once an update is available I will reach out via your case with us.
Thank you for your contact,
***
Business Response
Date: 04/29/2025
Date Sent: 4/25/2025 9:13:29 AM
Dear, Mr. ******* style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">
Thank you for contacting Trane consumer relations regarding your concerns. As discussed your case is still currently under review, once an update is available I will reach out via your case with us.
Thank you for your contact,
***
Customer Answer
Date: 04/29/2025

I am rejecting this response because:

the company has not come up with a solution yet, been over three weeks and keep getting the run around saying internal team still reviewing, *** responds as she is walking out the office so I cannot get in touch with her and she will not talk on the phone because I mentioned possibly pursuing legal action. Trane has not come up with a solution and the problem is they dont stand behind their products. They are being cheap and do not want to replace the system, even though its under warranty and the part cannot be found or made. They have the worse customer service. Maybe they do need to get legal action taken against them and have this brought to he news for further looking and put them under the microscope.
Business Response
Date: 04/30/2025
Dear, Mr. ******* style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">Thank you for contacting Trane consumer relations regarding your concerns. As discussed your case is still currently under review, once an update is available I will reach out via your case with us.
Thank you for your contact,
***
Customer Answer
Date: 04/30/2025

I am rejecting this response because:
They have not come up with a resolution and it has been three weeks. This company needs to be looked at further.
Initial Complaint
Date:04/11/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My husband and I purchased a new build home. The home came with everything installed. The builder had a company install a Trane system in the house, before we took possession of the new house. I called Trane to find out about our warranty on the system, because the builder said we had a 10 year warranty. Trane told me that the builder did not register the ********** my hvac is broken and I have no warranty! The system is only 8 years old. My husband is disabled. Trane should honor the warranty. Please help us!We have an estimate cost to repair the hvac of $7,000.00 because of no warranty!!!
Business Response
Date: 04/16/2025
Dear ***** ******,

Thank you for contacting Trane Consumer Relations regarding your concerns. As a manufacturer of heating and air conditioning equipment, Trane provides a limited warranty that covers the failed component but does not include associated costs such as diagnostic, labor, or refrigerant fees. Because there are a variety of complexities that weigh into the performance of our equipment, and much of that is impacted by the application in which it is installed, Trane chooses to handle each consumer inquiry on a case-by-case basis by maintaining direct contact with our consumers to reach an amicable resolution. This will allow us to have a dialogue about your concerns without needing to wait for the BBBs system to log and forward each response.
I will be reviewing your complaint. In order to assist you I will need to gather the serial numbers of all ******************** products installed in your home, service documentation regarding preventative maintenance performed on your equipment, and repair invoice(s) for work completed by your local technician. Please submit this information to your escalated case #********.
If you would like additional support, you may contact us at ************** Monday through Friday between 8:00am and 6:00pm CT.

Thank you for your contact.
********
Initial Complaint
Date:04/02/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased two Platinum HVAC units in 2021 made by Trane. We opted for this model due to extra features over the Silver model which included a low decibel rating for our small outdoor area. This upgrade cost $6000 for 2 ******** January 2025 one of our units stopped working during the coldest month. Since then, we have been unable to get it fixed. Our HVAC techs say they cannot get parts and they have diagnosed (at the cost of about $3k to us first) to the point that they believe the unit is leaking and needs a warranty replacement. They cannot get a replacement unit. Ive had an open case with Trane for a month with no reply - they say its escalated to the highest it can be yet it has not gotten a case manager assigned to help with resolution.Our system is only 4 years old and we spent nearly $25000 for the two units, and we cannot get support from this manufacturer to resolve what our HVAC techs say is a warranty issue. They can replace it with an entry level model, but we want comparable features and decibels to our original purchase Platnium model
Business Response
Date: 04/02/2025
Dear Ms. **********
Thank you for contacting Trane Consumer relations regarding your concerns. To assist you I will need to gather the serial numbers of all ******************** products installed in your home, service documentation regarding preventative maintenance performed on your equipment, and repair invoice(s) for work completed by your local technician. Once this information has been provided, I can determine how we may best assist you.
Thank you for your contact.
*** *.
Customer Answer
Date: 04/03/2025

Thanks for the response. I received an email from the business and have provided the information they requested. I now await next steps from them. I'm rejecting this only so it doesn't auto-close in 5 days - I'd like the issue to remain open until resolution.
Business Response
Date: 04/03/2025
Dear Ms. ******************** provided documents have been received, and the case is currently under review. Please feel free to reach out via your case with consumer relations if you have any questions.
Thank you for your patience,
*** *.
Initial Complaint
Date:03/31/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an American Standard Furnace for my new home on 11-16-21. It was installed on 3-15-22. Immediately during installation, it needed a new Combustion Fan (Part #BLW01401). Since installation, the same part has failed a total of (6) times. The dates for each additional replacement of the Combustion Fan are 5-4-24, 10-4-24, 1-9-25, 2-26-25 and the latest is 3-1-25. The furnace also now needs a Heat Exchanger which is the essence of the Furnace. The Heat Exchanger is not available to be replaced for 2.5 months. I paid $1,850.00 for the furnace plus 8.15% tax or $150.77 for a total of $2,000.77. I also paid estimated $4,000 Installation for a grand total of $6,000.77. I am also seeking an additional $1,000 for the costs to purchase space heaters, higher utility expenses, and for the pain and suffering having to endure very cold conditions inside my home.I escalated this issue to American Standards **************************** and to a ***************** at ************ or email at *************************************** On March 5, 2025, Mr. ***** confirmed to me that it was indeed the Heat Exchanger that was needing to be replaced after speaking to my HVAC technician but gave no indication how or when this part would be available. The Furnace is defective! This was further confirmed by another technician sent by Mr. ***** on March 26, 2025.I have asked Mr. ***** in several emails and in a formal letter to either refund me the cost for the defective furnace so I could buy another Furnace plus the labor to install it, or to provide me a new Furnace as I was not going to wait 2.5 months for a Heat Exchanger which is warrantied for 20 years. He has stopped responding to any of my inquires, whether by phone or email.I have not had heat in my home since February 28, 2025. Neither American Standard nor Mr. ***** have offered me any resolution to this matter.
Business Response
Date: 04/02/2025
The h/o is currently working a *** in Consumer Relations. The *** has emailed the homeowner today 4/2/2025 and provided them with an update. Currently the failed part is being expedited via FedEx.
Customer Answer
Date: 04/03/2025

I am rejecting this response because:
I made Mr. ***** aware of my defective furnace issue on February 28, 2025. I am just now getting one of the parts Ive need for the past 34 days. I am supposedly getting the Heat Exchanger, which is scheduled for delivery on Monday April 7th; although I am not sure what address it is being sent to. I told Mr. ***** that the furnace needed a Combustion Fan in addition to the Heat Exchanger, which has also failed for the 6th time. That needs to be overnighted as well.
Due to this delay, I have had to endure frigid cold internal temperatures in ******** where I live over these 34 days. It is currently snowing in ******** and 22 degrees. I asked for compensation from American Standard for having to buy space heaters to prevent my pipes from freezing, which did happen due to having no heat for over a month. These costs have not been reimbursed.
Issues still pending:
Another Combustion Fan needs to be overnighted as well.
Confirmation of what address both the Heat Exchanger and the Combustion are being sent.
Compensation for the costs Ive incurred for having to buy space heaters due to this the delay in resolving my case.

Business Response
Date: 04/04/2025
The homeowner was supplied with the ***** estimate time of arrival of the part.
Customer Answer
Date: 04/04/2025

I am rejecting this response because:

I asked for the address where the Heat Exchanger was sent, not the date of receipt. I have no idea where they sent it to look for it.
I also did not get a response on getting another Combustion Fan sent as well, as it is also defective again for the 6th time!

Business Response
Date: 04/14/2025
I was able to send the homeowner the tracking information for the part order.
Customer Answer
Date: 04/14/2025

I am rejecting this response because:
American Standard sent one of the parts needed to get the Furnace running, but we still need a new Combustion Fan. I mentioned this to Mr. ***** on several occasions, that I needed both the Heat Exchanger and a new Combustion Fan.
He needs to overnight a new Combustion Fan (Part#BLW01401) to get the Furnace running again.
Attached is the receipt for the last one we had to order.
***** *****

Business Response
Date: 04/15/2025
Trane has supplied the warrantied part that was ordered ( heat exchanger) Neither Trane nor the part supplier in the area show any order for a fan. If you or your dealer can provide me with the ordering information (order conformation number) I will be able to look in this matter. Your request for cost assistance in the amount of $7,000 has been declined as the warranty is part only warranty.
Customer Answer
Date: 04/16/2025

I am rejecting this response because:

There was no order placed with the dealer because I had requested the Combustion Fan directly from American Standard when I requested the Heat Exchanger. Both the Combustion Fan and the Heat Exchanger was requested from Mr. ***** at the same time. Only the Heat Exchanger has been sent. We still need the Combustion Fan.

Customer Answer
Date: 04/16/2025

I am rejecting this response because:
Date Sent: 4/16/2025 11:01:02 AM

I am rejecting this response because:

There was no order placed with the dealer because I had requested the Combustion Fan directly from American Standard when I requested the Heat Exchanger. Both the Combustion Fan and the Heat Exchanger was requested from Mr. ***** at the same time. Only the Heat Exchanger has been sent. We still need the Combustion Fan.

Business Response
Date: 04/17/2025
That is not how parts are ordered. Dealers and sales offices are the only ones that can order parts. You must have an account with the sales office and be HVAC licensed. This is why the sales office does not release the parts to anyone other than dealers or HVAC licensed contractors. Lastly the dealer that sales office paid to come out as a goodwill gesture to you home never diagnosed a failed fan only a heat exchanger.
Customer Answer
Date: 04/17/2025

I am rejecting this response because:
We will place an order for a 6th failed combustion fan to the dealer.   The reason the HVAC person did not diagnose that the Combustion Fan had failed for the (6th) time when he came out is because he could not get the furnace running due to the Heat Exchanger issue.
The larger issue, and one American Standard fails to address,is the furnace itself is defective.
Every HVAC person who has looked at this furnace has said this is not normal to have a furnace burn out (6) Combustion Fans and (1) heat exchanger in less than 3 years. The Combustion Fan is warrantied for (5) years and the Heat Exchanger is warrantied for (20) years. Both have failed well before their warranty period has ended.
The furnace itself needs to be replaced, not the same part repeatedly, because the furnace is defective!
If American Standard refuses to stand behind their products, then I will continue to contact the *********************************************** in the states where American Standard is headquartered, including my own state of ********, so they can log this issue and that American Standard refuses to stand behind their products.  In addition, myself and everyone I know will not purchase another American Standard or Trane product ever again, knowing now how they refuse to take care of their customers and stand behind their products, which is reprehensible.

Business Response
Date: 04/17/2025
Please send me your dealers ordering information, so I can confirm a part has been in fact ordered.
- Order conformation number
- Location of the part center where they order the part from
_ Order location contact info
Customer Answer
Date: 04/18/2025

I am rejecting this response because:
The 6th new Combustion Fan has just been delivered today and has been installed. As I mentioned several times, the reason certain parts need to be continually replaced is because the Furnace itself is defective and causing the parts to fail.
The entire Furnace needs to be replaced. Otherwise, certain parts like the Combustion Fan will continue to fail due to the Furnace being defective.

Customer Answer
Date: 04/18/2025

I am rejecting this response because:
Date Sent: 4/18/2025 2:19:51 PM

I am rejecting this response because:
The 6th new Combustion Fan has just been delivered today and has been installed. As I mentioned several times, the reason certain parts need to be continually replaced is because the Furnace itself is defective and causing the parts to fail.
The entire Furnace needs to be replaced. Otherwise, certain parts like the Combustion Fan will continue to fail due to the Furnace being defective.

***** *****
Initial Complaint
Date:03/22/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Transaction Date: 2/25/2025 Failed evaporator coil I am filing this complaint against Trane Technologies regarding an unresolved issue with my Trane 5-ton AC unit model #: TEM6A0C36H21SBA, serial #: ****************** the unit being less than 5 years old, the evaporator coil developed a refrigerant leak caused by a known defect. I paid $1,515.95 to have the coil replaced by a Trane-authorized technician.Trane initially offered to reimburse 20% of my costs, then increased their offer to $454.78 roughly 30% of my total expenses. While I appreciate their attempt to resolve the matter, I believe this offer is insufficient given the circumstances.Since this coil failure was caused by a defective product, not standard wear and tear, I believe Trane should provide a reimbursement closer to 5070% of my total costs.I have attempted to resolve this directly with Trane, but they remain firm in their offer. I am seeking BBBs assistance to help facilitate a fair outcome.
Business Response
Date: 03/24/2025
Dear ******* *****,
Thank you for reaching out to Trane Consumer Relations.
As was previously stated during your contact with our department, Trane can offer you $454.78. This offer was made precisely because of the experience you have had with
our product and exceeds any contractual obligation Trane may have. If you would like to accept this offer, please contact me directly at your case #******** to discuss how to proceed.
Thank you for taking the time to provide us with your feedback, we appreciate you voicing your concerns.

********
Customer Answer
Date: 03/27/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that although this resolution is unsatisfactory to me, I'd rather receive something rather than nothing. It was a known Trane product defect and they should in good faith reimburse at least 50% of the $1,515.95.

Thank you.
Initial Complaint
Date:03/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On February 28, we purchased a new Trane unit, and within a week of installation, it began producing loud, bizarre sounds. We contacted ----, the company that installed the unit, and they discovered the capacitor had failed. It was deeply disappointingand infuriatingto encounter issues with a brand-new system. This immediately made us question the quality of our Trane purchase. Thankfully, ---- replaced the heat pump at no cost.However, within a week of the new heat pump installation, problems arose again. The unit was making strange, loud noises, leaking a significant amount of fluid, and the fan wasnt working. Even after turning it off and back on, the issues persisted. At this point, we were beyond frustrated, regretting our purchase entirely and feeling like we had wasted a significant amount of money. We went without heat and air for 36 hours until ---- identified a broken fan motor, which they replaced two days later. This was our second defective system in just two weeks.On March 12, I filed a claim with Trane seeking compensation. As of today, March 21, Ive been informed that the claim has only now been escalated for further analysisnearly 10 days later! No timeline was provided for a resolution. The lack of urgency and transparency is unacceptable.I strongly discourage anyone from purchasing Trane systems. Their products are poorly manufactured, and their customer service is appallingly inadequate. This experience has been a total nightmare, and we are completely dissatisfied.
Business Response
Date: 03/31/2025
Hello Ms. ********************* you for contacting Trane/American Standard in regards to your HVAC equipment. My name is Surayya and I am the Consumer Relations Escalation Specialist who will be taking your case. We apologize that you have experienced issues with your system and would be glad to review your situation further. I opened a ticket to address your issues and have included your ticket number in the subject line of this email. I will be in contact with your servicing dealer to gather more technical information to be able to offer you support on the matter and will reach out to you as soon as possible. If there is any additional information of which you would like to make me aware regarding your case that has transpired since your last contact with us, please feel free to send me that information.

Thank you for your contact.
Surayya
Consumer Relations Escalation Specialist
Trane/American Standard Residential
Trane Technologies
Phone: ************
Fax: ************
******************************
*******************************************************
Initial Complaint
Date:03/08/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Air conditioning unit has to be replaced out of pocket. Less than 2 years old.
Business Response
Date: 03/24/2025
Dear ***** *****,

Thank you for contacting Trane Consumer Relations regarding your concerns.
In order to assist you I will need to gather the service documentation regarding preventative maintenance performed on your equipment, and the paid repair invoice(s) for work completed by your local technician. Once this information has been provided, I can determine how we may best assist you.

Thank you for your contact.
********
Customer Answer
Date: 03/24/2025

I am rejecting this response because: I have already provided this information to Trane and emailed multiple times. They never responded. I am not closing the case. I have attached the invoices. I can provide multiple emails sent to the company when they asked for the invoices previously and never received a response.

Business Response
Date: 03/25/2025
Dear ***** *****,
Thank you for resubmitting that documentation. Both invoices show a balance due. Consumer Relations has requested the completed paid invoices for review. Do you have receipts for these transactions? We look forward to that information to further assist you.
Thank you,
********
Customer Answer
Date: 03/25/2025

I am rejecting this response because:
No- There is no receipt given. They are both paid. I can provide copies of the credit card used to pay. They do not send paid invoices.
SEE ATTACHMENTS

Business Response
Date: 03/27/2025
Dear ***** *****,
Thank you for submitting that information. We have responded to this documentation via case #******** on March 25th, 2025. Please respond directly to your escalated case with confirmation of our mailing address if you accept Consumer Relations offer. We look forward to your response.

********
Initial Complaint
Date:03/04/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 11-11-2020, we purchased two brand new Trane units that failed due to internal defects, requiring repairs costing $4,237 (invoices attached)--we actually bought three, so I'm sure the third one is about to break, too. Tranes warranty covers internal parts, yet their March 3, 2025 response offered only $741 for one unit, ignored the second, and closed my case. On March 4, I demanded $4,237 to cover all losses (email attached), but they refused further assistance, stating their offer was final (response attached). This $741 falls far short of my documented expenses, undermining Tranes quality reputation. My public ****** today, March 4, 2025 (screenshot attached), reflects my unresolved issue.Desired Resolution:?I request $4,237 from Trane Technologies to fully cover my repair costs for both defective ******** order for this to all make sense, I need to forward you the thread between me and the Trane representative.I am requesting full reimbursement for what we had to spend on Trane's faulty equipment. The technician from *****-Aire said that almost every Trane unit manufactured in 2020 had faulty coils. It is not a coincidence that two of our three units have already had coils fail. Trane should have to replace the coils, the freon and cover labor. It is wrong to ask a customer who paid a premium for ******************** units to pay even more to fix a problem they know they have. They need to stand behind their product and pay for their faulty equipment.Attachments:1Invoices totaling $4,237 for repairs.2Tranes March 3, 2025 email offering $741 and closing my case (I will need to forward this thread to someone)3My March 4, 2025 demand email for $4,237 (this will be in the email I forward)4Tranes March 4, 2025 reply refusing further help (this will also be in the email thread)5Screenshot of my ****** tagging @TraneTech.
Business Response
Date: 03/05/2025
Ms. Love,
Thank you for contacting Trane Consumer Relations.
In your escalated case it was advised that the offer of reimbursement was towards the labor and additional charges from your servicing dealer from the most recent repair completed within the last 6 months. It was also stated that these offers were made as a goodwill gesture as your warranty covers the cost of warranty replaced, functional parts only. Any charges outside of the warranty replaced parts are the responsibility of the consumer.
A first offer was extended which weas declined citing the cost of repair. A second, increased offer, was extended and declined as well. At the decline of the increased offer you stated if 100% of your costs were you would be seeking legal counsel and making reports on various public and social platforms. It was at this time that your were advised that due to your seeking legal counsel and decline of all offers Consumer Relations could no longer address your communications.
At this time all offers have been extended. If you would like to take advantage of the increased offer please let me know.

Thank you,
*****
Trane Consumer Relations
Business Response
Date: 03/05/2025
Ms. Love,
Thank you for contacting Trane Consumer Relations.
In your escalated case it was advised that the offer of reimbursement was towards the labor and additional charges from your servicing dealer from the most recent repair completed within the last 6 months. It was also stated that these offers were made as a goodwill gesture as your warranty covers the cost of warranty replaced, functional parts only. Any charges outside of the warranty replaced parts are the responsibility of the consumer.
A first offer was extended which weas declined citing the cost of repair. A second, increased offer, was extended and declined as well. At the decline of the increased offer you stated if 100% of your costs were you would be seeking legal counsel and making reports on various public and social platforms. It was at this time that your were advised that due to your seeking legal counsel and decline of all offers Consumer Relations could no longer address your communications.
At this time all offers have been extended. If you would like to take advantage of the increased offer please let me know.

Thank you,
*****
Trane Consumer Relations

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Business Response

Trane is NOT a BBB Accredited Business.