ComplaintsforTrane

Residential Air Conditioning Contractors

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Initial Complaint
08/16/2024
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 purchased at a cost of $4,900.00 a Trane Air conditioner and had it professionally installed on Nov 25, 2019. (*******) It carried a 10-year parts warranty. In May 2021 I paid $147.00 to diagnose a problem which required me to pay $310.00 to diagnose a water leak and have a new evaporator coil installed. (*******)In Dec 2023 I paid $318.75 to replace a control board and blower motor. (*****)In Mar 2024 I paid $113.00 to replace a capacitor (*****)In Jul 2024 I paid $147.50 for a cooling problem diagnosis because the unit was low on refrigerant caused by a leak in the evaporator coil (*******)In Jul 2024 I paid $985.00 to have the evaporator coil replaced, again. (*******)The work was done by ******* ********** and ***** ********** of **********. Both, Trane authorized dealers.I contacted Trae customer service to report the problem and was offered $344.75 payment as a good will gesture. I asked that they pay 100% of any further charges should I have another evaporator coil problem within the remainder of my warranty. They refused.I am looking for full compensation for the $985.00 I paid for the last repair of an ongoing problem which Trane is well aware of since the technician said that he has replace several evaporator coils on Trane units of late. And that Trane pay all costs related to future Evaporator coil issues. Additionally, I do not understand why I was charged $170 for one coil replacement and $985 the second time.I will provide documentation regarding my complaint and the efforts I have made to try to resolve the problem before contacting the BBB.
Business response
08/16/2024
Dear ***************************,
Thank you for reaching out to Trane Consumer Relations.
As was previously stated during your contact with our department and your case #********, you accepted the one-time goodwill gesture for $344.75 which is 35% of the total on invoice #***** on August 9th, 2024. This offer was made precisely because of the experience you have had with our product and exceeds any contractual obligation Trane may have.
Thank you for taking the time to provide us with your feedback, we appreciate you voicing your concerns.
Thank you,
Kymberli
Customer response
08/16/2024

I am rejecting this response because:
The offer does nothing to address the root causes and I have no faith that I will not have to pay for the same repair again plus I feel that the charges are excessive. I did agree to accept Tranes offer in order to try and recoup some of my expenses. This assumes, on my part, that I still have the ability to further protect my investment, recover my money and attempt to notify others that Trane has an ongoing problem that they are choosing to ignore. I believe that Trane just makes it so difficult to get full satisfaction that they just wear you down. Im willing to reject the offer in order to continue my complaint, if thats what it takes.
Business response
08/16/2024
Dear ****************************,

As a manufacturer of HVAC equipment, we offer a limited parts warranty that covers any
mechanical part that fails during the warranty period. The limited parts warranty does not cover
labor, refrigerant, diagnostics, and duct work as those are things we do not manufacturer.
Additionally, since Trane does not sell our products directly to consumers, nor do we service
the products, we do not offer any form of labor warranty. However, many of the independent,
locally-owned dealers that do install and service our product participate in labor warranty
programs. Trane encourages our homeowners to contact their installing dealer to inquire about
purchasing an extended warranty, or if they have any questions about one, they have already
purchased.
Thank you,
********
Customer response
08/16/2024

I am rejecting this response because:
If this was not the third major repair, I have had to address I might agree but at this point I have NO confidence that this same problem will not occur again before the end of my warranty period. Obviously, Trane doesn't have any confidence in their product either because after repairing it twice for the same problem they are not willing to back it by assuring me that they will cover it if it happens again. Also, with the first repair costing $170 why is the same repair costing $985. Extrapolating further does that mean that the next time it will cost somewhere around $5700. Let's also consider that Trane doesn't stock parts, so I went without AC for almost a week in 90-degree weather.
Initial Complaint
08/14/2024
Complaint Type:
Product 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.
Model: TEM4A0C60S51SBA, Serial #: ********** MFR date: 12/2019 Installation: 3/26/2020, Cost: Over $6000 Issues: COIL FAILURE DETERMINED BY ********************************* leak after 1 year of installation and for the past 3 years. Repair attempts: 3/2023, Cost: over $300 multiple vendors to diagnose the issue: Cost $500 Coil Replacement estimate given by *************************** AC: Almost $1,000 ( coil under warranty, labor- $450, air handler insulation- $250, refrigerant- a few pounds- $95 per pound- Request: Authorize Free of Charge repair to *************************** or Authorize a Refund for the repair cost and diagnose cost, total of $1,800. Coil should not fail in 3 to 4 years of installation. Coil failure has caused us over $2,000 of financial damage.Please stand by your reputable products. contact ******* at ************ or ******************** Thank you.
Business response
08/15/2024
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.
******
Initial Complaint
08/12/2024
Complaint Type:
Sales and Advertising 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.
In Feb my A/C had a leak and was treated with stop leak and refilled. I called back a few months later for the same problem and was informed I had defective coil known to leak. I said no problem I'm under warranty. Then he quoted me at $1300 for labor because the part is not replaced, the defective coil is cut out and the corrected coil replacement part is then attached. It requires way more time and second ****** for the job. It took me a few months to come up with the money and thankfully my A/C guy discounted the repair to $800 as he sold me the unit and felt bad. I had to pay that bill and the previous repair for the leak was $272.85. All and all this defect cost me *******. This is bad for two reasons. One that I had to pay for their known defect and two that my A/C repair guy is losing money because of this type of repair. Homeowners should not have to pay huge repair bills under warranty when this company knows their part will fail. At least they could work out something with the homeowners to show they care. I emailed them and got a response saying they don't pay for labor on July 26th. I called Trane on 7/5/24 to escalate a complaint. They have me on file for my warranty and I gave her all the information. She said she would email me a claim number but I never heard back from them.
Business response
08/14/2024
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.
******
Initial Complaint
08/05/2024
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 purchased brand new Trane HVAC from Surplus HVAC which was delivered on 7/22. I got someone to install 8/5/24 and during the process, it discovered that unit is defective, out of box failure. I was so surprized because I wanted to buy the best brand and knew that Trane was reliable. According to the install tech, the unit has leakage at the coil and all the gas have been leaked out. The heat here in ** is unbareable and I've young children and an older parent who can manage it. Kids can't do homework and are agiated. They constantly sweat and we are about to suffer from heat stroke. I don't have the money to go in a hotel and kindly ask for Trane to stand by their warranty and cost to have the tech do rework. Pictures are attached to show areas of leak and SN # AMGBOA24V210AA.
Business response
08/08/2024
******,
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. Was the failure on the Air Handler/Indoor unit or the Condenser/Outdoor unit?
Thank you for your contact.
****************
Initial Complaint
08/02/2024
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 ac was installed new from the builder in 2017. I had my maintained checkup and was told the coil had a blockage and would need to be replaced. We called trane and was told we never registered it so the warranty isnt valid for the 10 years . It would if I called it in. Upon research I see a settlement was reached in the past from Trane as many others had this same exact issue. I feel trane should cover the coil for me and I will pay to have it installed as it will cost me over 2k installed if not.
Business response
08/05/2024
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
08/01/2024
Complaint Type:
Sales and Advertising 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 new Trane multi stage air conditioner for 16K The unit has completely failed twice and has had 6 service calls for same issue. The unit remained wet inside for over a month I am requesting a new replacement unit. Trane is refusing
Business response
08/02/2024
Dear ********************,
Thank you for reaching out to Trane Consumer Relations.
As was previously stated during your contact with our department, Trane's limited manufacturer's warranty does not cover full unit replacement. A copy of this warranty through our company is attached to this message for your records in case this was not previously provided to you. We have spoken with your servicer, Certified Heating and Cooling, and they have confirmed that there have been only two warranty repairs completed on your equipment; the evaporator coil replacement on 1/4/2024 and the thermal expansion valve on 6/11/2024. At this time they have confirmed that the unit was repaired successfully and is currently operating within manufacturer specifications to cool your home.
Trane continues to honor the limited warranty to its fullest extent.

I am sincerely sorry that you have had a negative experience with our product. Thank you for taking the time to provide us with your feedback, we appreciate you voicing your concerns.
**************
Customer response
08/02/2024

I am rejecting this response because:
There have been 6 service calls to fix this unit not 2. The machine has completely failed twice. In addition the inside of machine was soaked for over a month from leaking valve. If you think this is acceptable for $16,000 unit , I disagree and am very disappointed in no customer service from ********************.
Business response
08/06/2024
Dear ********************,
Thank you for your response. I apologize for any confusion, you're right, there have been more than two service calls by your independently owned and operated HVAC servicer. If you have questions regarding the items completed at each of these visits we would recommend speaking with Certified Heating and Cooling directly as their company is independently owned and operated, Trane has no involvement in their day-to-day business practices. Each of those service calls is not associated with the completion of a warrantied repair, only the two visits previously mentioned.
I am sincerely sorry that "the inside of machine was soaked". From my discussion with Certified Heating and Cooling they had informed me that they had already been out to your home to ***** and correct this issue. If that is not the case please let us know and we will follow up with their company again to see if there is any technical support we can provide.
Sincerely,
**************
Initial Complaint
07/30/2024
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.
May 13, *************************************** a newly constructed home.Fast forward to July 28, 2024 and there is a leak in the coil.Replacement cost of $1,199 for labor ( as the part is under warranty ).Trane is aware of their detective product and continues to place units into homes knowing fully that they are defective.Homeowners should not have to pay any cost for replaced parts nor labor when this company knows full well that their product has deficiencies and will fail.
Business response
08/02/2024
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.
******
Initial Complaint
07/30/2024
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.
Trane has the worst customer relations ever. Brand new system installed and is faulty. After one month of doing nothing, now they are asking to have the ** unit inspected by their own dealer. If you did not trust or accept my dealer in case of defects, why in earth did you sell them the system? I would give zero stars if I could. Paid thousands of dollars and my brand new 5 ton Trane is working far worth than my previous 20 years old system.
Business response
07/31/2024
Dear Mr. ***************** 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 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.
Rachael
Customer response
08/02/2024

I am rejecting this response because:
Trane asked for supporting docs once, I provided dealer invoice and contact info. Weeks later Trane requested additional inspection docs from their approved dealer, the diagnosis from ****** *** was provided to Trane. Have not received a response. System was installed exactly one month ago and continues to project high noise levels. My dealer and Trane dealer have both stated that the noise level is high. Our first floor bedrooms are not usable due to high noise coming from the condenser. I request a replacement; if these models are known to be a noise source, I request replacing with a better / quieter model.
Business response
08/05/2024
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 issue. With such issues, we will likely need to engage our technical support team to best address and solve your issue.
Thank you for your contact.
Rachael
Initial Complaint
07/30/2024
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 purchased a TRANE HVAC Model# 4A6H036B1000DA on 1/19/2020 from ******** *********** A little over one year after purchase, on about 6/23/2021, the evaporator coil failed and had to be replaced with diagnosis cost of $400.46 and labor cost of $952.14, for a total of $1352.60 which I had to pay. Then, on 6/28/2024, the outside compressor failed and had to be replaced at diagnosis cost $489.00, and labor cost of $1499.54, for a total cost of $1988.54, which i had to pay. Trane offered to reimburse me for $288.78 "as a one-time goodwill gesture". i am declining their offer as insufficient. TRANE has a recent history of complaints about poor quality equipment failing early in the warranty period and they should reimburse for full labor cost to repair.
Business response
07/31/2024
Dear ************,

Thank you for reaching out to Trane Consumer Relations.

As was previously stated during your contact with our department, Trane has made an offer on your specific situation. 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 discuss this offer, please contact me directly to discuss how to process.

Thank you for taking the time to provide us with feedback, we appreciate you voicing your concerns.

****

Customer response
07/31/2024

I am rejecting this response because:
I contacted **** to reject Trane's original offer of $286, explaining that their HVAC equipment failed within 3 years of purchase, requiring $1988 cost to me for labor and parts for repair. I am requesting substantial reimbursement for this cost. Also, the faulty evaporator coil unit failed within one year of purchase, which cost me $1300+ to replace, but I did not realize that it was possible to request reimbursement. So, I am out about $3288 for repair of faulty Trane equipment within 3 years of purchase. I feel Trane should accept responsibility for these out of pocket expenses due to their faulty equipment - all within 3 years of purchase.
I look forward to their response.
*******************
Business response
07/31/2024
************,
Trane has been in contact with the you regarding their open escalated case. Once the case is resolved Trane can provide an update.

Thank you,
****
Initial Complaint
07/30/2024
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.
The first Trane heat pump was installed December 2021. It failed and was replaced in July 2022. The compressor failed again July 7, 2024. It was replaced again but it was discovered that the failure on July 7 was caused by a compressor explosion that sent plastic shards through through the unit and deemed it unrepairable. The entire unit had to be replaced and even though the unit itself was under warranty the installation was not. The installation fee was $4014. I was told that I would be reimbursed $425 as a one time good faith gesture. I believe that because we have serviced this unit on a regular basis and the compressor was replaced 3 times in 2 and 1/2 years this is a manufacturing problem.
Business response
07/31/2024
Dear ******************,

Thank you for reaching out to Trane Consumer Relations.

As was previously stated during your contact with our department, Trane made an offered to you that was accepted. 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 discuss the offer, please contact me directly to discuss how to process.

Thank you for taking the time to provide us with feedback, we appreciate you voicing your concerns.

****

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