ComplaintsforTrane

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, Purchase two TRANE HVACs approx 2 years at approx cost 23K, recently on stopped operating. The repairs was 3.3K. TRANE has offered only 10% (******) of the repair cost. TRANE unit should not stop operating after 2 yrs. Would like assistance getting back more of then 10%.Below individual that I have been in contact with:********************Consumer Relations Escalation Specialist Trane/American Standard Residential Phone: ************ Fax: ************ www.trane.com www.americanstandardair.com

  Business response

  07/30/2024

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

  Thank you for reaching out to Trane Consumer Relations and following up on your case #********.

  As was previously stated during your contact with our department, Trane can offer you as a one-time goodwill gesture for $275.10 of the total on invoice #*********. 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 respond directly to your original case email with confirmation of your address.

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

  ******************** 

  Customer response

  07/30/2024

   
  I am rejecting this response because, the offer of paying 10% of total cost is to low. A TRANE HVAC should not be defective after only 2 yrs of operation, most units as an industry average operate 10 years with regular maintenance..
  
  

  Business response

  07/30/2024

  Hello ***********************,

  Due to your engagement with legal counsel, we are unable to provide any further negotiation or assistance. Your counsel will need to work within their legal channels in contacting Trane further. This is why your previous case #******* was closed as resolved per the email you sent:
  
  After discussing the situation with my family we have decided not to accept your offer since it is an insult to offer just 10% of the cost. Instead my son who is an attorney will be looking into what actions we can take to recoup an adequate/reasonable settlement.
  

  Thank you, 

  ********

  Customer response

  07/30/2024

   
  I am rejecting this response because: The issue is that they still have not offered a reasonable amount to still the cost I have taken on as senior citizen for product that seems not to be of good quality and rollability!
  
  

• Initial Complaint

  07/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  One of our two, 14 month old Trane units failed due to a leaking evap coil. This part shouldnt fail for 10 - 15 years! The Trane warranty covers the part but not the labor. Our out of pocket costs are $1,020. Im terrified this will happen with the other unit. Its inexcusable to have that part fail after 14 months of use. This is clearly a defect yet Trane will not take any responsibility. I deeply regret purchasing a Trane product. I specifically purchased Trane units because of their great reputation and service record.

  Business response

  07/30/2024

  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

  07/31/2024

   
  I am rejecting this response because:

  - The equipment information requested was listed on the repair invoice that shows the problem, part information, etc This was provided in the initial complaint. 

  - This is a new build home. The vendor who performed the work was also the installer. All of the vendors information is detailed on the invoice that was attached to the initial complaint.

  - What preventative maintenance records do you need? Receipts of air filters? 

  
  

  Business response

  08/01/2024

  Hello ***************************,

  Thank you for your response. You have submitted the diagnostic for the work that needs to be completed. Has this repair been scheduled or completed? Consumer Relations requires the completed paid invoice for the needed repair to be able to further assist. 

  We look forward to that documentation. 

  Thank you, 

  ******************** 

• Initial Complaint

  07/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have an existing case with Trane ****** and the third party Trane uses for customer service is absolutely useless at helping. **************** is demanding diagnostic, service information that I have asked multiple times from my dealer and my dealer is not helping. Yet Trane continues to insist I work with the dealer or another dealer. This absolutely unacceptable after spending a considerable amount of money on a complete HVAC system that is 1.5 years old and still under warranty. I have also advised Trane and their dealer that I have reached out to an attorney to find out what my legal rights are because I am not being given the respect I deserve by either of these companies. The dealer has been onsite four times for the same issue, and has also worked with someone at Trane and nothing they are doing is really helping and I continue to be ignored by Trane. I want someone from Trane senior leadership to contact me and explain why their customer service is so awful, thank you.

  Business response

  07/31/2024

  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. To begin, please provide your product information, any service documentation, and detailed issue information.
  
  Thank you for your contact.

  
  Rachael

  Customer response

  07/31/2024

   
  I am rejecting this response because: I do not have the appropriate information because the dealer has not and/or will not provide it to me. Hence why I am reaching out to the manufacturer, Trane. Please provide me better more competent support because this excuse is unacceptable, thank you.
  
  

  Business response

  08/02/2024

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

  Thank you for contacting Trane Consumer Relations regarding your concerns. We apologize for the inconvenience you are dealing with and aim to best solve your issue. Trane/American Standard chooses to handle each consumer inquire on a case-by-case basis by maintaining direct contact with our consumer to reach an amicable resolution. 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.

  Thank you for your contact

  *******

  Customer response

  08/02/2024

   
  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

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new Trane RunTru A/C unit in 2022. I paid Around $7,000 including installation. I was told it came with a 10 year warranty. On 7-20-2024 it started running constantly and not cooling the house below 77 degrees. I was informed on 7-22-2024 that an outside coil is leaking and the part is covered under warranty but (just two years later) I'm expected to pay an additional $2,000 for installation and freon. On top of that, the part won't be available for 5 to 7 days. That will mean my a/c unit runs 24/7 for up to 9 days. My electric bill will be astronomical. All of this is due to Trane's defective parts.Model# 4WCA4042A1000AA Serial# **********

  Business response

  07/26/2024

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

  Thank you for contacting Trane Consumer Relations regarding your concerns.

  As a manufacturer of heating and air conditioning equipment, Trane provides a limited warranty that covers the failed component but does not include associated costs such as diagnostic, labor, or refrigerant fees. Because there are a variety of complexities that weigh into the performance of our equipment, and much of that is impacted by the application in which it is installed, Trane chooses to handle each consumer inquiry on a case by case basis by maintaining direct contact with our consumers to reach an amicable resolution. This will allow us to have a dialogue about your concerns without needing to wait for the BBBs system to log and forward each response.

  I will be reviewing your complaint and reaching out to you as soon as possible. In order to assist you I will need to gather the serial numbers of all ******************** products installed in your home, service documentation regarding preventative maintenance performed on your equipment, and repair invoice(s) for work completed by your local technician. Please have this information ready when I contact you.

  If you would like additional support, you may contact us at ************** Monday through Friday between 8:00am and 6:00pm CT.

  Thank you for your contact.

  ******

  Customer response

  07/29/2024

   
  I am rejecting this response because:
  

  It offers no solution and asks for information they already have.

  
  

  Business response

  08/02/2024

  Dear Mr. *******,

  Thank you for your response. We were able to get the needed information regarding your part order from your independently owned and operated HVAC servicer ****** Air directly. With that information we were able to contact our logistics team to ensure that every possible expedite option was reviewed and our technical support team to confirm what alternative options may be available to resolve this situation for you in the shortest amount of time possible. 

  If you have further questions regarding the details of this case please don't hesitate to let me know.

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

  Customer response

  08/06/2024

   
  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

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Trane HVAC system in 2022. I had my unit serviced and inspected on July 18th, 2024 The tech states I need a TXR replacement valve, because it's stuck. I was informed that the Trane had been using bad parts, and a lawsuit was settled against the company. I'm having the same issues that other customers were having in the previous lawsuit settlement. All I want is to have Trane replace the *** valve, and pay for the installation. My unit is under warranty for parts but not for labor. I was quoted $966.20 to have the valve replaced.

  Business response

  07/22/2024

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

  Thank you for contacting Trane Consumer Relations regarding your concerns.
  

  As a manufacturer of heating and air conditioning equipment, Trane provides a limited warranty that covers the failed component but does not include associated costs such as diagnostic, labor, or refrigerant fees. Because there are a variety of complexities that weigh into the performance of our equipment, and much of that is impacted by the application in which it is installed, Trane chooses to handle each consumer inquiry on a case by case basis by maintaining direct contact with our consumers to reach an amicable resolution. This will allow us to have a dialogue about your concerns without needing to wait for the BBBs system to log and forward each response.
  

  I will be reviewing your complaint and reaching out to you as soon as possible. In order to assist you I will need to gather the serial numbers of all ******************** products installed in your home, service documentation regarding preventative maintenance performed on your equipment, and repair invoice(s) for work completed by your local technician. Please have this information ready when I contact you.
  

  If you would like additional support, you may contact us at ************** Monday through Friday between 8:00am and 6:00pm CT.
  

  Thank you for your contact.

  Shana 

  Customer response

  07/22/2024

   
  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. I've spoken with someone today regarding my issue. 
  
  Thank you. 
  

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to recoup 714 dollars for a trane hvac purchased 2 yrs ago. Part was covered. Evaporation coil however not labor. Unit new and should not have happened so early. I have been diligently emailing trane And repeatedly sending requested documents. At one point I was made an offer of 400 dollars. Not what I wanted but at this point will accept. No one will respond now.

  Business response

  07/23/2024

   Dear *************,

   

  Thank you for reaching out to Trane Consumer Relations.

   

  As was previously stated during  your contact with our department. Trane can offer you the good will gesture amount of $400.00. This offer was made precisely because of the experience you had with our product and exceeds any contractual obligation Trane may have. If you would like to accept this offer, please contact me directly so we can discuss how to proceed.

   

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

   

  ****,

• 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

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Trane heat pump system in ************************************************** the following summer (2024). We are still in warranty (of course, only a couple months in) and the issue is completely due to their parts failure, verified by a Trane certified installer. Despite the bad durability, the company is extremely not corporative when trying to get them fix the problem, when it is well within their promised terms. The system broke down in last May/early June, and the company consistently delaying the parts back order and even refused to sign off when my installer tried to get a new unit and take the part out of there so that they can replace it in my unit. It took an entire month to just place an order for the parts, during when there was a few heat waves and our home could not get any air conditioning which was the sole reason the ***** dollars was paid for. Now, their new ETA becomes week of 7/22, after tireless effort by my installer. And we are not even sure if there is any credibility on the date.We really wish the company at least pay basic respect to its customers, and own up to their end of the deal after getting paid and we wish the company value its own reputation of its product Given the product basically serves no use for the first year and immediately broken, we would like to request for full refund and we will switch to another provider if we get the chance. If it's not possible, we would want the company to prioritize the part replacement and get it sooner than the current date. This is the time of year that people are paying for head pump for. Finally, we will need more extended warranty for all the parts given the issues in Trane's parts revealed by our experience.

  Business response

  07/16/2024

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

  Thank you for contacting Trane Consumer Relations regarding your concerns.

  As a manufacturer of heating and air conditioning equipment, Trane provides a limited warranty that covers the failed component but does not include associated costs such as diagnostic, labor, or refrigerant fees. Because there are a variety of complexities that weigh into the performance of our equipment, and much of that is impacted by the application in which it is installed, Trane chooses to handle each consumer inquiry on a case by case basis by maintaining direct contact with our consumers to reach an amicable resolution. This will allow us to have a dialogue about your concerns without needing to wait for the BBBs system to log and forward each response.

  I will be reviewing your complaint and reaching out to you as soon as possible. In order to assist you I will need to gather the serial numbers of all ******************** products installed in your home. In order to track any open part orders we will also need the part number and the order number to track the order. Please have this information ready when I contact you.

  If you would like additional support, you may contact us at ************** Monday through Friday between 8:00am and 6:00pm CT.

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

• 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

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Trane Air conditioning unit, April of 2020. THE EVAPORATOR COIL IS DEFECTIVE!! I contacted Trane and Trane will only cover the defective part, not labor. WHY DO I HAVE TO PAY FOR A DEFECT TO BE FIXED? I purchased Trane because I believed it to be top of the line. Thousands of dollars spent on a defective unit and Trane expects me to pay over a thousands dollars more to fix a defect!!!!!! ITS A DEFECT!!!! I shouldnt have to pay for ANYTHING!! The unit is practically still new! What kind of scam is this! You sell defective products and expect the customer to pay for the defective product to be fixed!!! No! I want to be reimbursed for the labor fees. This is not RIGHT! Trane is a multimillion dollar company and this is how they treat their customers!!! This is insane, just downright criminal and I dont want to hear that the labor warranty expired THIS IS A DEFECTIVE UNIT!!!!! Stand behind your product and do whats right by your customer and cover all costs!!!

  Business response

  07/15/2024

  ************, 
  
  Thank you for contacting Trane. I have sent a direct email requesting additional information and documentation. Please respond to that email with the requested information and I will be able to see what options are available to assist with your request. 
  
  Thank you, 
  
  *****
  
  Trane Consumer Relations Escalation Specialist
  
  

*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. ↩