Business Profile

Residential Air Conditioning Contractors

Trane

Headquarters

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Complaints

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

Customer Complaints Summary

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

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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: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:03/08/2025
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
Initial Complaint
Date:03/03/2025
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.
Built new home 2022 and moved in April 2022. Have had 3 years of Trane unit not working properly. Installer ( Big Wave) of unit was out three years MULTIPLE TIMES. TRANE SUPPLIER -******** **** were out multiple times over two years. Many parts replaced. Still not working Now installer and supplier tell us it is in Tranes hands. When call Trane they will not give us any information even though we have a case #******** from ******** and Trane case id #****** ******************** will not allow us or connect us to a manager or anyone. Said I could email them but would not tell what email. Have pages and pages of documentation about problems with unit. Tranes unit is faulty and they will not make good on their product.
Business Response
Date: 03/11/2025
Good morning,
Thank you for taking the time to provide your feedback. We are currently experiencing some delays in our response time. A representative will be reviewing your case and reaching out to you directly as soon as possible. Thank you for your continued patience.
Trane Consumer Relations

Customer Answer
Date: 03/11/2025

I am rejecting this response because: now Trane has asked for the same information three times. Just getting robo emails. They have the dealer and installers full pdf and just keep asking for the same information.
Just keep saying they will be happy to work with us but need some information-the same information we keep giving them.
Business Response
Date: 03/14/2025
Dear Mr. ***************** you for your response. We have received the letter from your installer and servicer that you have attached to this BBB complaint and the photographs of the hand-written notes that you have provided regarding your observations of the equipment. We appreciate the time you took in sending this information over to us. Currently our team does not have any of the following:
1) A copy of the installation/purchase contract between yourself and Big Wave HVAC from when the equipment was originally purchased in 2022
2) *********** notes from Big Wave HVAC detailing the system's operation (past or present)
3) The serial number provided for your outdoor equipment (22044P755F) is showing in our system as "invalid". This could be an error with our database, but if you would be able to provide a photograph of your outdoor unit's serial nameplate confirming the model and serial number of the unit installed at your home this would help to confirm
Trane Consumer Relations has contacted the technical support team to confirm if their department already been in contact with Big Wave HVAC regarding your concerns. As soon as we hear back from this group we will be sure to follow up with you directly. In the meantime, if you or your servicer have any of the above information that you would be able to send (or re-send as it has not come through on our end) it would be much appreciated.
Sincerely,
****** *.
Customer Answer
Date: 03/14/2025

I am rejecting this response because: I sent down all info they needed. They have I sent it to Trane.
Business Response
Date: 03/21/2025
Dear Mr. ***************** you for your patience. Earlier this week I spoke with our technical support team. They informed me that they were last out to your home your installing contractor at the end of January and the system seemed to be working properly at that time. We are sorry to hear that this is incorrect. Our technical support team advised me they would be willing to accompany your technician to the property to go over the equipment again or, if you would rather, a field data sheet for the system can be completed. A field data sheet is much like a diagnostic that does over different temperatures and pressures to capture a snapshot of current system performance.
Currently Big Wave HVAC has not been able to provide Trane any operational data that we are able to forward to the factory support group. We have relayed this request to Big Wave as of Tuesday, March 18th however I have not received a response. It is possible their team is working directly with the technical support group so you may be able to get more information from their company directly.
I hope that this information helps you.
~******
Initial Complaint
Date:02/27/2025
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 a Trane A/C System from Pro 1 Air and their tech destroyed a face plate for my unit. They threw it in the trash and tried to hide it from me. When I asked for the item, they gave me the destroyed item. I have video evidence of the tech destroying the item. ********* agreed to provide me with a replacement part and has been trying to order the part from Trane since July '24. It is now Feb '25 and Trane has still not delivered the part to Pro 1 Air. I want my replacement part!
Business Response
Date: 03/07/2025
Dear Mrs.*******,
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. Thank you for your patience.
Best,
Kim
Initial Complaint
Date:02/21/2025
Type:Product 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 1/5 I INFORMED MY AC RETAILER THAT MY **** WAS NOT WORKING MAKING A LOUD HUMMING/WHISTLING SOUND. RETAILER HAS BEEN COMING OUT SINCE THEN. MY **** IS STILL NOT FUNCTIONING DUE TO THE ONGOING AND VERY SLOW MOVING REQUESTS MADE BY TRANE REGARDING CHANGING OF PARTS. THE GAS VALVE, MOTOR AND COMPUTER HAVE ALL BEEN CHANGED AND THE **** IS STILL NOT WORKING. TRANE IS SLOW TO RESPOND TO MY RETAILER AND I HAVE YET TO HEAR BACK FROM A CASE WORKER ON A COMPLAINT I FILED ON 2/14/2025 DIRECTLY WITH TRANE. MY FAMILY AND I HAVE BEEN IN A COLD HOME ON SOME OF THE COLDEST DAYS WITH STILL NO RESOLUTION. I PAID OVER $20,000 DOLLARS FOR A **** THAT WAS INSTALLED IN 11/2022, STILL PAYING ON AND NOT WORKING. YOU WOULD NEVER HAVE SOLD ME A **** IF I DID NOT ARRANGE PAYMENT TO HAVE IT INSTALLED. IT IS WITH THE SAME URGENCY I AM REQUESTING A RESOLUTION ON THE PRODUCT WITH YOUR NAME ON IT.
Business Response
Date: 03/03/2025
Dear ********* ********,
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: 03/04/2025

I am rejecting this response because: My retailer who has dealt directly with your TRANE representative has all that information. What you ask is a process that is taking prolonged time with no apparent urgency for a matter that has been prolonged for 2 months. There is a case number filed with corporate, case number is ******* and has also had a prolonged response. Initial email was sent on 2/14/25. I received a message from a "case manager" on by the name of ****** *. on 3/3/2025 asking me the same questions you are asking. Please note all the following work that has been done....Gas valve has been changed, the computer has been changed, inducer motor changed, loud whistling sound with no heat. My ask is the following....You must know or are able to inquire who the area representative is for the following retailer: A1 Heating and Air ***********************************************. *************. I am asking for a call with your representative to move efficiently and with urgency as the days are cold, will rain soon and nobody from your company seems to care. Please direct me to someone who can truly help me on a BROKEN TRANE UNIT purchased in 2022, that I am still paying on and IT DOES NOT WORK.

Business Response
Date: 03/21/2025
Dear Mrs. ********************* you for your response. I apologize for any confusion, I'm part of the the Trane Consumer Relations corporate team and am responsible for responding to both BBB cases and cases that are escalated internally. This is why I had asked for the information I was missing from your case when I contacted you directly and via my response through the BBB.
Our technical support team visited your home on March 6th. At the time of their visit the inducer motor was only held in place by 1 out of 4 recommended screws and it seems someone had attempted to secure the inducer motor using metal tape. The 1 s**** that was holding the inducer motor in place was stripped out. The gas valve had also been changed but it had never been adjusted to manufacturer specifications. The technician was able to get your furnace to ignite one time during the visit, they corrected the first stage gas pressure but did not have the opportunity to adjust the second stage. The failure to ignite would be a result of the air leakage around the inducer motor due to the missing/stripped screws.
Our *** informed me that prior to this visit, he had no contact with A Plus regarding your equipment. Their company informed our ***resentative that they changed parts because that's what they had done on previous models. The last update received from A Plus was that the recommended parts were ordered to correct the found issues with the motor installation. After this ***air the gas valve will need to be adjusted. Then our technical team is requesting that A Plus complete a field data sheet for your equipment. This data sheet goes through the various pressures and temperatures of the equipment to determine if there are any remaining issues that our company may be able to help your servicer address.
For updates on where A Plus is regarding this process we recommend contacting their company directly. However, if you have any remaining questions please don't hesitate to let us know.
~******
Initial Complaint
Date:02/15/2025
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 parts was still under warranty and this company refuse to give me back my money back I paid for parts
Business Response
Date: 02/17/2025
Dear Ms. ****************** you for contacting Trane regarding your concerns. A case has been opened for you in our ***************************** and we have reached out to you directly in order to help resolve your concerns.
Thank you for your contact.
******
Initial Complaint
Date:02/11/2025
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.
Four years after paying 6307 for a Trane 3.5 ton 14 Seer single speed package heat pump system, the system stopped working. The evaporator coil failed. Although the coil itself was covered by warranty, the labor to replace the coil and resulting expense to replace the lost refrigerant and the refrigerant filter drier totalled $1994.41. This is totally unacceptable for a 4 year old heat pump. After seeing all the complaints about the coil I am terrified this will happen again in a few years.
Business Response
Date: 02/11/2025
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 Answer
Date: 02/12/2025

I am rejecting this response because:
Sending requested documents. I've had a service plan since the heat pump was installed. I found the email where the service plan billing was changed to monthly. I have asked Arizona Climate Concepts to send documentation of the service plan before billing was changed.
Business Response
Date: 02/13/2025
Dear ****** *****,
Thank you for submitting the requested documentation. I have added this documentation to your assigned Consumer Relations case #********. Please respond to the latest email from your case #******** with your completed paid invoice for further assistance. We look forward to that documentation.

Thank you,
********
Customer Answer
Date: 02/13/2025

I am rejecting this response because:
Sending paid invoice
Business Response
Date: 02/17/2025
Dear ****** *****,
Thank you for providing the requested information. I have added it to your Consumer Relations case #********. Please follow up and respond to your active case #******** for further assistance.
We appreciate your contact.
********
Customer Answer
Date: 02/19/2025

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:02/10/2025
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.
Purchased Trane hvac system 6/29/2024 2/10/2025 the air-handler system coil was diagnosed as part of coil not cooling properly. We purchased the Trane brand due to its high ranking among hvac units. A product that is highly touted as being the best among the competition. The Dealer says the coils need to be replaced. We did not expect any problems with this purchase. Actually disappointed With this issue already. Should-be replacing whole handler unit not the coils. Makes me wonder if this is a common problem with **** handlers.
Business Response
Date: 02/11/2025
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 Answer
Date: 02/11/2025

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:02/05/2025
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.
Limited Warranty Registration within purchase time frame. Went to file a claim and being told that warranty will not be honored because the additional system serial numbers were not entered. Deceptive consumer registration process to ensure warranties are not having to be ************ Serial: **********, *********
Business Response
Date: 02/12/2025
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 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.

Respectfully,

Surayya
Consumer Relations Escalation Specialist
Trane/American Standard Residential
Trane Technologies
Phone: ************
Fax: ************
******************************
*******************************************************

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