ComplaintsforTrane

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We've been having constant problems with our RunTru/Trane Home A/C. Purchased it on 8/16/2021.After having the Coils replaced 3 times in 3 years they went out again on 4/10/2024. This time Trane Replaced the Whole unit which I appreciate but we still had to pay the labor for the remove and reinstall. I don't feel that I should have to pay for the install because of another faulty coil. The last coil was installed on 5/31/2023 and it failed on 4/10/2024. Not even a year old. I cannot afford to be replacing coils every year and being without AC for weeks at the start of summer in *******.

  Business response

  07/17/2024

  Dear *******************,

  Thank you for contacting Trane Consumer Relations regarding your concerns.

  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. Once this
  information has been provided, I can determine how we may best assist you.

  Thank you for your contact.

  ********

  Customer response

  07/18/2024

   
  I am rejecting this response because:

  Here is the info that you requested.

  The new Unit info:
  There are no service records because it's a newly installed unit
  Model# 4TCA4060C1000A
  Serial # 23102L5FFV

  Old Unit Info:
  Model# 4TCA460B1000A
  Serial# **********

  Business response

  07/18/2024

  Hello *******************, 
  
  Thank you for sharing that information. I was able to pull up your previous case with Consumer Relations #*******. 
  
  Please be aware that our warranty covers the functional parts that we manufacture because we are responsible for the quality of those parts and does not cover labor, refrigerant, diagnostics or service calls because we are not responsible for the quality nor pricing of these products and services. These services are covered by an extended warranty which your chosen dealer typically offers to you upon installation.
  
  As a courtesy, Consumer Relations goes outside of the limited warranty to assist with some labor costs on a reimbursement basis as a one-time goodwill gesture. This was processed in July 2023 for all Trane HVAC equipment at ***** ***************************************************************************** 
  
  I will send the release that you've signed directly to the email provided ************************ you for taking the time to provide us with your feedback, we appreciate you voicing your concerns.

   

  ********

  
  

  Customer response

  07/18/2024

   
  I am rejecting this response because:

  I signed the release for a "resolved Issue". I don't consider the coil going out less then 1 year later resolved. The coils have been replaced every year since the original unit was installed. 

  
  

  Business response

  07/19/2024

  Hello *****, 

  Thank you for sharing that information. I was able to pull up your previous case with Consumer Relations #*******.

  Please be aware that our warranty covers the functional parts that we manufacture because we are responsible for the quality of those parts and does not cover labor, refrigerant, diagnostics or service calls because we are not responsible for the quality nor pricing of these products and services. These services are covered by an extended warranty which your chosen dealer typically offers to you upon installation.
  As a courtesy, Consumer Relations goes outside of the limited warranty to assist with some labor costs on a reimbursement basis as a one-time goodwill gesture. This was processed in July 2023 for all Trane HVAC equipment at ***** *****************************************************************************

  As you were advised July 20th 2023:
  
   We are able to reimburse you as a one-time goodwill gesture for $1,003.45 which is 100% of the total on invoice dated 5/14/23 & 6/9/23 contingent on the signature of a release. This release is an agreement that both parties (the consumer and Trane) agree to adhere strictly to the terms of the limited warranty in the event there are any future failures. This release is required for any monetary assistance outside the terms of the limited warranty and is not being requested because of your specific situation. Consumer Relations will still be able to assist with getting any possible future issues resolved, we will just not be offering any concessions beyond the terms of our warranty.
  
  I have attached your signed release from July 22, 2023. If you have any further questions or concerns, please let us know.

  ********

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In September 2020, I replaced my entire hvac system with American Standard (Trane). The coil in the upstairs a/c unit has been determined to have a pinhole leak. This leak was latent in nature and there was no way to find it during the labor portion of the warranty.I am respectfully asking Trane to cover labor (it is my understanding the part is covered). I also ask that they confirm the dealer completed the registration process.Sincerely *******************************

  Business response

  07/15/2024

  Dear *******,

  
  Thank you for contacting Trane Consumer Relations regarding your concerns.
  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. Once this
  information has been provided; I can determine how we may best assist you.

  
  Thank you for your contact.
  ********

  Customer response

  07/15/2024

   
  I am rejecting this response because:
  All this information has been provided already. 

  Business response

  07/16/2024

  *******************************,

  Thank you for your response. Consumer Relations has none of the requested information and will not be able to review your complaint or further assist without 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. We have also sent this request directly to the provided email address *************************** from your escalated case #*******. We look forward to that documentation.

   

  Kymberli 

  Customer response

  07/16/2024

   
  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

  07/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a Trane RunTru HVAC system under 4 years ago. I have had numerous issues with the unit and it has never worked correctly. We'll after over 8 service calls and numerous parts thrown at it by Trane recommended service technicians, the unit still isn't working correctly and another compressor just quit working. I have had the unit replaced by the wholeseller, and now I'm attempting to get Trane to install the replacement unit as their original unit was defective and their technicians failed to correctly identify and fix the problem. Now they are saying they will not cover the coat of labor to install the replacement unit! After 4 years of trying to work with them, I will not pay them anymore money. They need to cover the cost for their technicians to install the new unit. Being a s florida real estate agent, we live by a code of ethics and business and professional regulations. That being said I have ***** them ample opportunity to correct this situation and if they fail to do the right thing I will make sure every agent, broker, client, technician, that I ever come into contact with will know just how dirty, unethical, unprofessional, Trane and their 'certified technicians' are. I will not stop until there are no Sales of Trane products or its affiliate brands in s *******. Their failure to do the right thing and install the replacement unit will ultimately cost them a whole lot more as I have a big mouth and I will never shut up or back down.

  Business response

  07/11/2024

  Hello, 

  Thank you for your contact. Trane has been in contact with the consumer regarding his equipment. There are many areas can affect the operation of the equipment from installation, servicing, environment,ductwork, preventative maintenance, etc. As the manufacturer Trane does not install or service equipment. Each dealer is independently owned and operated therefore Trane has no control over their day-to-day operations including installation, servicing, pricing, etc.
  
  At this time, Trane must respectfully decline to cover the installation cost. The consumer purchased the equipment from a third-party wholesale distributor. The distributor is not owned by Trane, and they have made the decision to provide a unit replacement as a goodwill to the consumer.As the manufacturer Trane will continue to honor the warranty to the fullest which is to cover mechanical parts during the warranty period. Please let us know if there are any additional questions or concerns that Trane can assist with at this time. 

  Respectfully,

  Consumer Relations

  Customer response

  07/11/2024

   
  I am rejecting this response because:
  Trane has known about the issue with my equipment from the very beginning over 3 years ago.  I used their suggested Trane certified technicians for repairs and the unit was never fully repaired or working correctly.  After 4 years the vendor who sold me the equipment agreed to replace the entire system.  Trane should absolutely install the replacement unit.  As manufacturer of the equipment and suggested technicians for repair, they should accept responsibility that the equipment I was provided was faulty and their own suggested technicians could not satisfactorily repair the system. They need to accept accountability for their equipment and the technicians they refer. I have already paid a large sum of money from the original purchase and install to the countless service calls and repairs only to always be left with out a working unit. I should not be the one accountable to have to pay even more because their equipment and technicians were not able to satisfactorily repair the original system i purchased. For almost 4 years this went on! They need to take accountability that their equipment and their suggested technicians could not fix their manufacturered equipment.  I will not settle. They were aware of the issues 4 years ago when this started, they suggested 'certified' technicians, I followed everything I was advised and still the unit still never fully opperated correctly, for 4 years! This is not acceptable. No company should be allowed to treat their customers like this and get away with it! It's wrong on every aspect and they know it!

  Business response

  07/11/2024

  Hello, 

  Thank you for your contact. Trane has been in contact with the consumer regarding his equipment. There are many areas that play an affect into the operation of the equipment from installation, servicing, environment,ductwork, preventative maintenance, etc. As the manufacturer Trane does not install or service equipment. Each dealer is independently owned and operated therefore Trane has no control over their day-to-day operations including installation, servicing, pricing, etc.
  
  At this time Trane must respectfully decline to cover the installation cost. The consumer purchased the equipment from a third-party wholesale distributor. The distributor is not owned by Trane, and they have made the decision to provide a unit replacement as a goodwill to the consumer.As the manufacturer Trane will continue to honor the warranty to the fullest which is to cover mechanical parts during the warranty period.  

  Respectfully, 

  Consumer Relations

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 13th 2023 ***************************** of quality Air heating and cooling ****** Missouri installed a new run tru HVAC system by train. ******** made a number of mistakes with my system including not registering the warranty properly. I'm sorry unable to get a hold of him despite complaints I've made against quality Air. However I reached out the train regarding this matter and they offered to send out a technician at $150 an hour. I was promised a 10 to *********************************************************************************** it's a 5-year warranty now because quality Air did not properly register it and train will not transfer the warranty to another train dealer.

  Business response

  07/11/2024

  Dear ******************,

  Thank you for contacting Trane Consumer Relations regarding your concerns.

  As a manufacturer of heating and air conditioning equipment, but not the installer or servicer of the products, Trane provides a limited warranty that covers the failed component only. This limited warranty does not include associated costs such as diagnostic, labor, or refrigerant fees. Most of our products come with a base limited warranty of 1, 3, or 5 years with the option to register the products within 60 days of installation to extend these terms to 10 years. Once the registration deadline passes only the base limited warranty will be available. You may have the option to purchase an additional warranty from your local dealer which could provide supplemental coverage for labor and refrigerant or even to extend the time frame your parts are covered.

  I understand you are unhappy with your warranty so I would like to reach out to you directly to discuss your warranty concerns and determine how I may best assist you. 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.

   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

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two HVAC units and one was finally deemed defective and in need of replacement. I've had the unit serviced multiple times by a Trane referred company, forwarded them the purchase receipt and the cost of a new unit and now they're refusing to honor the warranty that replaces the entire unit if it is unrepairable.

  Business response

  07/10/2024

  Dear ******************,

  Thank you for contacting Trane Consumer Relations regarding your concerns. As a manufacturer of heating and air conditioning equipment, but not the installer or servicer of the products, Trane provides a limited warranty that covers the failed component only. This limited warranty does not include associated costs such as diagnostic, labor, or refrigerant fees.
  

  I understand you are unhappy with your warranty so I would like to reach out to you directly to discuss your warranty concerns and determine how I may best assist you. 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.

  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

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trane Model # TEM6A0B30H21SAA Serial # ********** We purchased our home in September 2021. Recently, in 2024, the evaporator coil on our A/C unit failed. Upon consulting with our dealer, we were informed that the part is covered under Tranes 10-year warranty. However, when we contacted Trane to arrange for the warranty service, we were informed that the warranty is no longer valid because we did not register the unit under our name after purchasing the home from the previous owners.At no point during our home purchase process or in subsequent dealings were we informed that we needed to re-register the A/C unit with Trane to maintain the warranty. We were always under the impression that the warranty stays with the unit, a common expectation among homeowners for major household appliances.We believe that this situation is unfair and does not reflect the consumer-friendly reputation of Trane. We respectfully request that Trane honors the warranty on the evaporator coil, as the failure to re-register the unit was due to a lack of proper notification rather than any fault on our part.We kindly ask for your prompt attention to this matter and hope for a positive resolution. Please let us know if there are any further steps we need to take or additional information required.

  Business response

  07/11/2024

  ****************,
  Thank you for contacting Trane Consumer Relations regarding your concerns. As a manufacture of heating and air conditioning equipment, but not the installer or servicer of the products, Trane provides a limited warranty that covers the failed component only. Most of our products come with a base limited warranty of 1, 3 or 5 years with the option to register the products within 60 days of installation to extend these terms to 10 years. The terms and conditions of the registered longer limited warranty state that if a property sells the subsequent/new owner has an option to transfer the limited parts warranty into their name within 90 days of the closing date to continue to use the balance of the longer limited warranty. Once the deadline has passed and the warranty not transferred, we are unable to provide the longer limited warranty coverage. 
  I understand you are unhappy with your warranty so if you would like you can reach out to me directly to discuss your warranty concerns and determine if there is any assistance I could possibly offer you. This will allow us to have a dialogue about your concerns without needing to wait for the BBB's system to log and forward each response.
  You may contact me at ************ Monday thru Friday between 8am and 4:30pm CST.

  
  Thank You,

  
  ****************
  Consumer Relations
  Trane Technologies
  Residential HVAC & Supply *************
  Phone: ************
  www.trane.com
  www.americanstandardair.comy here...

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a new 5ton Trane AC and Furnace in June 2022. Had techs out over 12x in the past two years to service the broken units. Both inside and outside have had many issues. The outside unit caught on fire twice burning out all of its electrical wires. Summer 2023 techs had to come out and repair unit for burnt wires, capacitor and poor performance. Summer 2024 techs come out same issue unit burnt itself out, replace wires, replace compressor, replace inside furnace motor, unit still not performing well. Trane said they worked with the Installer and had the nerve to say these issues were caused by a wire nut lol. like a wire nut cause these issues over 2years which is insane since it had new wire nuts installed new, an upon first burn out, and upon 2nd service. TRANE is washing their hands of my issues with their BRAND NEW UNITS. Saying they did all they can do.

  Business response

  07/05/2024

  Dear *****************,
  
  Thank you for reaching out to Trane Consumer Relations.
  
  As was previously stated during your contact with our department case #*******, Trane has reviewed your request of local technical support assisting your chosen dealer ****** Air as you requested. Technical support worked directly with your chosen dealer ****** Air for this repair and diagnosed the start of the issues as a loose electrical connection or bad wire nut. The unit is now working at manufacturer's specifications per ****** Air and local technical support. 

  'If you have questions about the performance of your HVAC equipment your HVAC servicer has the best knowledge and experience to evaluate why your unit experienced a failure, while also having the advantage of surveying your installation and taking these factors into account when making a diagnosis.

  We appreciate you following up on this matter.

  ********************

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trane authorized dealers are supposed to register any new ** install with Trane. Once this registration happens, the owner receives an additional 5 year warranty.The Trane authorized dealer never registered the ** unit with 5 Trane.Trane should be monitoring to ensure their authorized dealers are doing the work that is expected.Trane should honor the 5 year warranty that I should have gotten if their authorized dealer did what is expected.

  Business response

  07/03/2024

  Dear *************************,

  Thank you for contacting Trane Consumer Relations regarding your concerns.

  As a manufacturer of heating and air conditioning equipment, but not the installer or servicer of
  the products, Trane provides a limited warranty that covers the failed component only. This
  limited warranty does not include associated costs such as diagnostic, labor, or refrigerant fees.

  Most of our products come with a base limited warranty of 1, 3, or 5 years with the option to
  register the products within 60 days of installation to extend these terms to 10 years. Once the
  registration deadline passes only the base limited warranty will be available. You may have the
  option to purchase an additional warranty from your local dealer which could provide
  supplemental coverage for labor and refrigerant or even to extend the time frame your parts
  are covered.

  Thank you for your contact.
  ********

  Customer response

  07/03/2024

   
  I am rejecting this response because:
  You have a responsibility to ensure your authorized vendors are operating as you expect them to operate - this includes registering all new Trane units to extend the warranty. You are essentially saying - "Oh, we don't install anything, so this is not on us." That could not be further from the truth. Trane had an authorized dealer who screwed over a customer (me) because of this authorized dealer not registering with you. I am new to home ownership and this is the first of many appliances that I will buy. Unless Trane makes this right on me and replaces this lemon of an AC unit, then I will tell this story every chance I get and will never purchase anything Trane.

  Business response

  07/03/2024

  Good morning *******,
  
  Thank you for your contact regarding the registration of your Trane equipment. It is the understanding of Trane Consumer Relations that your equipment was not registered properly. We sincerely apologize for any inconvenience this may have caused. When the dealer offers to register equipment, it is the dealers responsibility to register all units in the system and provide the consumer with proper documentation, including registration numbers, to ensure confirmation. We recommend consumers of our brand make certain that their equipment is properly registered so that they are protected under warranty for the maximum time frame available to their products.
  
  We have consulted with our ******************************* about your issue and are unable to assist with registering your unit since the warranty registration/transfer period has expired. I recommend following up with your dealer to inquire about any option for an extended warranty. We appreciate your contact.
  
  
  Respectfully, 
  Kymberli 

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My concern is that Trane, the manufacturer of my residential heat pump, will provide no help to me. They offer instead ONLY recommendations of local dealers whom they deem Trane Comfort Specialists (***).Excerpts from Help Tickets:Trane Home Support are not HVAC experts and do not support HVAC products of any ****** understand how confusing it can be to know who to ask for help and I know it must feel like you're getting the runaround. However, all HVAC support is provided exclusively by local dealers, and the Trane Consumer Relations team typically assists customers with dealer selection.The *** that installed my heat pump 8/10/2022 had to return twice to make repairs in the first year. Now, year 2 since installation I am still experiencing issues, the installation *** is out of business, I have no confidence in the *** certification based on my experience, and I cannot get any support from Trane for how to deal with their malfunctioning equipment.

  Business response

  07/08/2024

  Thank you for reaching out to Trane regarding your concerns. We are sorry to hear that you are unhappy with your product and experience. In order to better serve you, we typically like to work with our consumers directly. We have created an internal case for you, case number
  5625579, which will be assigned to a representative for review. This representative will reach out to you to discuss your concerns and how we may assist you. We are experiencing some delays in our response times due to being in peak season for our industry. We will reach out to you as soon as possible. Thank you for your patience while we look into this matter.
  
  
  Sincerely,
  
  
  Trane Consumer Relations
  
  

• Initial Complaint

  06/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased my unit January 2020, my coil went bad in less than 2 years, luckily I had paid for a labor warranty, but still had to take time off work and spend the whole day at home while it was being repaired. Now 2 years later my coils went bad again!! How is this possible, every 2 years the coils go bad! And now I have to pay for labor, when Trane has a terrible system! They should Lasr longer than 2 years. And now I'm sleeping in 84 degree house because Tranes coils won't be in until later!

  Business response

  07/03/2024

  Hello, 

  The consumer has been contacted via their case with us. 

  Hope to hear from you soon. 

  Consumer Relations 

  Customer response

  07/05/2024

   
  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. 
  

*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. ↩