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Initial Complaint
01/21/2025
Complaint Type:
Service or Repair Issues
Status:
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.
Purchased a HVAC unit 6 years ago, October 2024 unit stopped working. Service tech ordered replacement part in mid November 2024 which is covered under warranty, still waiting for replacement part. Called Trane support but they are asking for order # and part # which I dont have. Service tech hasnt responded with this information.
Business response
01/22/2025
Dear ***** ******,
Thank you for contacting Trane Customer Relations regarding your concerns. We apologize for the inconvenience you are dealing with and aim to best solve your problem. To do so, I need to collect baseline information we have your dealers contact information as Comfort Heating and Cooling , contact number as , *************. Trane has reach out them currently waiting on a returned call from them as of today. In order for Trane to provied assistance we must have this information to complete the request. order number (8-digit code beginning with 1 or 2). Additional helpful information is the part number (3 letters followed by 3 numbers), the date the order was placed, and the current estimated arrival time. Once this information has been provided, I can determine how best to assist you. Thank you for your patience.
Best, Cherrelle .C
Initial Complaint
01/14/2025
Complaint Type:
Service or Repair Issues
Status:
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.
Bought and installed HVAC in 2021 - Still under warranty condenser broke - causing compressor replacement- they refused to replace the unit and forced repairs. Broke again last year causing additional repairs and labor costs.Broke again last year as well. Replaced disconnected Broke again this winter on 10/8/2025 looking at a broken compressor I have been without heat for several days now. The contactor and compressor are dead. I am looking at costly repairs ******** total, I've spent around 2k to keep this new unit operational beyond the regular maintenance required. I'm looking at more once they can check the system in warmer weather. this brand new unit is not even 5 years old and has continual breakdowns
Business response
01/21/2025
Mr. ******,
Thank you for contacting Trane Consumer Relations. I have emailed you directly in response to your concerns. Please check your inbox/junk/spam folders and respond directly to the email.
Thank you
Glenn
Trane Consumer Relations
Customer response
01/23/2025

I am rejecting this response because: the price of the quoted repair is 1/3rd of the cost it was to install the unit brand new. this machine has been nothing but electrical problems since it has been installed, and there are lemon laws for a reason. I shouldn't be paying this much for a brand new unit that has now had two compressor problems since it was installed. I do not find the offer fair since they are forcing me to repair it vs replace the unit.

Business response
01/23/2025
Mr. ******,
Thank you for your response. As covered in my direct response to you your concerns, lemons laws not pertain to HVAC equipment as it is an applied product which relies on your limited warranty. This warranty covers the cost of the warranty replaced part only. Two offers of reimbursement were extended as goodwill gestures that exceed the limited warranty coverage to help with the additional costs of the repair.
I look forward to your direct response on these offers.
Thank you,
*****
Customer response
01/23/2025

I am rejecting this response because: By US law all items are to be free of manufacture defects. due to the continuing failure of this unit the the same manor, I do not believe this unit ever to be free of manufacture defects, and continues to cause issue and damage my house wiring. This unit has been nothing but constant nightmare since it has been installed. it has broken down at least once a year since it was installed by a license technician
Initial Complaint
01/09/2025
Complaint Type:
Service or Repair Issues
Status:
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.
Defective products.We've needed two new coils since August. Now the compressor is shot and the heat pump isn't working.We are currently running on the emergency heat mode which will spike our electric bill.This was a brand new system that was installed in 2022.
Business response
01/13/2025
Dear ******* *****,
Thank you for contacting Trane Consumer Relations regarding your concerns. HI I am ********, the Consumer Relations Escalation Specialist who will be assisting you with your case #********. Thank you for contacting Trane in regard to your HVAC equipment. We apologize that you have experienced issues with your system and would be glad to review your situation further. I have emailed you directly with more information from your case. Please respond there for further assistance.
Thank you,
********
Customer response
01/13/2025

I am rejecting this response because:
Trane as the manufacturer of our HVAC system, that has now failed three times in the first two years, should step up and either replace the existing HVAC system and or cover the cost for all labor affiliated with its repairs. Weve been quoted a labor cost of $1,400.00 for the compressor. This comes after us paying $1,100.00 back in August to cover Tranes defective coil, which btw had to be replaced one month later.

Business response
01/13/2025
Hello ******* *****,
Thank you for your response. As the manufacturer, Trane provides a limited parts warranty (documentation attached). Please be aware that our warranty covers the functional parts that we manufacture because we are responsible for the quality of those parts. The warranty does not cover labor, refrigerant, diagnostics or service calls because we are not responsible for the quality nor pricing of these products and services as those products/services and pricing are provided and set by your dealer, who is a separate business entirely.

I am sincerely sorry that you have had a negative experience with our product. I understand the frustration this situation has caused and appreciate the time you took in making us aware of your concerns and providing your feedback. Please let me know if there are any additional questions or concerns with which I can assist.
Thank you,
********
Initial Complaint
01/08/2025
Complaint Type:
Service or Repair Issues
Status:
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.
We have an air ****** At the air b &b we got a brand new Trane gas pack in May 2024. That unit was not cooling the way it should. We Spend days (and money) calling and having people come out to try to figure out what was wrong with the unit. After a week, we figured out the brand new unit was leaking Freon. So we needed a new replacement unit. We got the new unit in May of 2024. On Christmas Day ************************************************************ the house and it wouldnt turn on. A technician came out to discover the control board and the transformer are both broken. The technician couldnt find the control board anywhere and all manufacturers told him minimum of 6 weeks to get the part. We cant go 6 weeks without heat in the house in the middle of winter. Because of the issue getting the part we had to cancel reservations. We lost quite a bit of money due to the cancellation and the emergency diagnostic fees to find out what the problem was. I called Trane at 11 am on 12/26/2024. I spoke to a gentleman and he told me he would expedite the request to get the part since we have no heat and lost business and wage due to this. He told me I would hear something within a couple days. No one contacted me for several day. So I called again. There was no real update. Only that my request was sent to the highest escalation team and hasnt been assigned an agent. It is now Jan 8th 2025, there is still no heat at the house, we have no date that it may be fixed, and I cant speak to shown of importance when I call due to their process. We have serious concerns of our pipes freezing and other serious problems due to no heat in the house and its the middle of winter with temperature in the 20s in at night and only 30s during the day. No one from Trane will give me any information and we cant have anyone stay at the house due to no heat. So we are losing business every day because of this.
Business response
01/09/2025
Ms. ********** style="color: rgb(0, 0, 0); font-family: "Times New Roman"; font-size: medium;">
Thank you for contacting Trane Consumer Relations. We apologize for our delay in reaching out. My name is *****, and I am the escalation specialist in charge of your case. I understand that you contacted us to have your part expedited. I will be contacting your dealer to gather their order information so I can find out if your order can be expedited for you. I will let you know as soon as I have any further information. In the meantime, if you have any questions or concerns that I have not addressed, please do not hesitate to let me know.

Thank you,

***** *.
Consumer Relations
Residential HVAC & Supply
Phone: ************
Fax: ************

Trane Technologies
****************************
Customer response
01/10/2025

I am rejecting this response because: Trane is not accepting responsibility for faulty products, blaming the customer (me) for not knowing information that no regular customer would know, not telling the me information that the company easily could have provided that would have expedited this whole process if not for their seriously faulty customer service system, extremely poor customer service resulting in a home left without heat in 30 degree weather for 2 weeks and telling the me this all occurred because of decisions we made when all we did was to try to get heat in the house asap since Trane gave no information and didnt communicate with me for 2 weeks.

Business response
01/10/2025
Trane has & will honor the manufacturer warranty to the fullest which is to cover mechanical parts during the warranty period by providing a replacement part to the dealer at no cost for the replacement part. The Trane warranty does not cover diagnostic fees, labor,refrigerant, etc because Trane does not install or service the equipment. Per the conversation I had with the service technician the consumer contacted the replacement part was provided to them by the local distributor/supply house at no cost to the part. I offered to have the consumer provide me with a copy of the paid repair invoice and I would review for cost assistance towards the labor charges as a goodwill gesture offered outside what the limited warranty covers. The consumer refused this offer.
Initial Complaint
01/03/2025
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased a Trane AC from Norse Tech Heating and Cooling two years ago. The unit is under warranty (10 years for parts and 5 years for labor). The unit is not working and already leaking. I paid $7500 for this unit. However, I was told by one of Trane dealers that it will cost $2965 for labor and warranty coil, package unit, refrigerant. This is almost half what I paid for in two years. This is not acceptable. Because of Tranes defective product, I have to pay that much. When I purchased the unit, I was told I am buying ******** of ************. Now, the product is defective and is costing so much to repair. I need immediate repair at Tranes expense. I tried reaching Trane and I am not getting anywhere.
Business response
01/13/2025
Mr. *******,
Thank you for your contact. My name is ***** I am the manager assisting your with your inquiry. I have sent a direct email to you. Please review and respond to the email directly.
Thank you,
*****
Trane Consumer Relations
Initial Complaint
12/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have a TRANE HVAC heat pump that is still under warranty. In the past 13 months, I have had to have a technician come to my home for diagnostics and repair no fewer than 14 times. Even though it is under warranty, I have spent more than $3000.00 on repairs, and missed 14 days out of work, with my last repair being 1 week ago. I still have a "Warning" light on my thermostat that they cannot get to turn off. I sent a complaint/claim to TRANE for partial reimbursement, since this system is STILL UNDER WARRANTY. They offered me $300, and closed my case with out consideration after I sent a rebuttal requesting at least 1/2 of my total expense.TRANE has a terrible product, their "OEM" replacement parts are subpar, and their customer service and concern for their reputation is NON EXISTANT. It is NOT "hard to stop a trane" - in fact. they quit all by themselves. Its HARD to get reasonable customer service resolution.
Business response
01/06/2025
Ms. ******
Thank you for your additional contact to Trane Consumer Relations regarding your case 06521193.
As explained in your cases direct communication, your warranty covers the cost of replacement parts only. An offer was extended that exceeded the terms of your units warranty as well as the amount that you stated in your complaint. After your decline of that offer a second, increased, and final offer was extended on 12/3/24. No response was received from you until 1/2/25 stating you will continue to think on the offer while requesting higher reimbursement.
As stated with the second increased offer, the offers were valid through 12/10/24. As no acceptance for either offer was provided the case was closed with no further consideration for reimbursement. However, if you would like to accept either offer made, I can do so through 1/10/24. Please respond directly to the case communication with any necessary documentation if you would like to accept. Beyond 1/10/25 no further consideration will be made for your request.

Thank you
*****
Trane Consumer Relations
Initial Complaint
12/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My family has purchased 4 Trane HVACs within the past year at approximately $8,000 each for our residences. Our Trane was installed in 2023; the manufacturer date was March 2022. This unit is clearly under warranty for repairs and parts. We recently experienced an issue with it and was able to have it repaired by the same person who installed it. The total amount was $382.50. I have tried to contact Trane Corporate and no one will speak with me. I have emailed the corporate headquarters and referred back to ***************** The slogan its hard to stop a trane is not living up to its name as ours has stopped. We have had 2 previous units - one a ******* and the other I cant recall but not a Trane and had zero issues with until the compressor went out 15 years later. I need some help from Trane and feel it is right to be reimbursed for the repairs.
Business response
12/30/2024
Dear ***** *****,
Thank you for contacting consumer relations regarding your concerns. To assist you I will need to gather the serial numbers of all ******************** products installed in your home, the contact information of your hvac provider, service documentation regarding preventative maintenance performed on your equipment, and any available repair invoices for work completed by your local hvac technician. Once this information has been provided, I can determine how we can best assist you.
Thank you for your contact,
Kim
Initial Complaint
12/17/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have a four year-old house with a Trane heat pump installed. The coil on the heat pump developed to leak and I lost all my refrigerant so I have had no heat for a week and a half. I have a 10 year parts warranty for my local repair people say the part is on backorder and they cant fix it. I have a case that I have started with Trane and I have asked them for help, up to an including sending my repair company a new outside unit that can be installed y them to get my heat back on. I call them and they say theyve escalated it but they have yet to assign it to anyone and I am without heat.
Business response
12/26/2024
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.
********
Initial Complaint
12/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Unable to get furnace manufacturer to provide dealers who do repair. Every number attached to trane web they say no. They only put in new high dollar systems.
Business response
12/10/2024
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.
********
Initial Complaint
12/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I am writing to formally request Tranes intervention in resolving an ongoing issue with the 4-ton heat pump unit installed in my home one year ago. Despite repeated service calls and troubleshooting efforts by the installer, the unit has failed to perform as expected, resulting in substantial inconvenience, financial burden, and frustration.Background Details:Unit Details:2-Ton Unit: Model 4TWX7024E1000AA, Serial 23193LGB5F.4-Ton Unit: Model 4TWX7048E1000AA, Serial 23245NGNHF.Issue Summary:1.From the start, the 4-ton unit (Model 4TWX7048E1000AA) has struggled to produce proper heat.2.During colder months, my electric bills have averaged $1,000, far exceeding typical heating costs and inconsistent with the advertised efficiency of Trane heat pumps.3.The unit now barely holds pressure and cannot heat the house above 62F, leaving my family without reliable heat during winter.Installers Efforts:The installer has made countless trips to test, inspect, and troubleshoot the system, including pressure tests and other diagnostic measures. Despite their best efforts, the issue persists, and the unit remains incapable of performing its intended function.Request:Given the consistent and unresolved problems with this unit, I firmly believe the 4-ton heat pump is defective. I am requesting that Trane replace this unit with a new, fully functional one that meets the performance standards outlined in Tranes marketing and product specifications.Desired Outcome:Immediate replacement of the defective 4-ton heat pump (Model 4TWX7048E1000AA, Serial ********************* that the new unit will be thoroughly tested and verified for proper operation before installation.I have always trusted Trane as a reputable brand known for reliability and efficiency. I hope you will honor your commitment to customer satisfaction and resolve this issue promptly.Thank you for your attention to this matter. I look forward to your response.
Business response
12/16/2024
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
12/16/2024
Adding my invoice from installation less than one year ago.
Business response
12/16/2024
Thank you for submitting the requested documents.

********

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