ComplaintsforTrane

• Initial Complaint

  09/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a HVAC /Air conditioning system in Feb 2019. The evaporating coils leaked the refrigerant.Although the part was under warranty,I had to pay the labor costs amounting to 720$.This should not occur as the unit is new and maintained regularly.Apparently there is an coil leakage issue with this sytem.In other words a manufacturing defect.

  Business response

  09/23/2021

  Business Response /* (1000, 8, 2021/09/07) */ Thank you for taking the time to provide your feedback. Unfortunately, we are currently experiencing some delays in our response time due to the summer months being peak season for the HVAC industry. A representative will be reviewing your case and reaching out to your directly as soon as possible. Thank you for your continued patience. Sincerely, Trane Consumer Relations Management Consumer Response /* (3000, 10, 2021/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will wait for their response. Business Response /* (1000, 13, 2021/09/14) */ Good Afternoon, You recently submitted an inquiry regarding your issues with 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. Before I can let you know how I can assist with this situation I will need additional information regarding your system. Please provide: 1. The model and serial number for all of the HVAC equipment in your home 2. All service invoices that pertain to your units (installation documents, service invoices, and maintenance documents) 3. The physical address of the equipment, and your contact information (including your address if it is different from the equipment). Once I have received this information I will be able to have a better understanding of your situation and will be able to offer you the best available support on the matter. Thank you for contacting Trane. Respectfully, Surayya Consumer Relations Escalation Specialist Trane/American Standard Residential Trane Technologies Phone: 800-945-5884 Fax: 855-830-9212 www.trane.com www.americanstandardair.com

• Initial Complaint

  08/25/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In September 2020, a local dealer replaced an air handler component under warranty. Shortly after, water was blowing out from the air handler. Many techs and two dealers were unable to solve the problem.In April 2021, a Trane regional representative agreed in writing to replace the air handler. A Trane consumer relations senior escalations specialist reiterated the replacement. In May 2021, the Trane senior escalations specialist wrote that my dealer would contact me with a quote. In July 2021, the dealer stated that Trane requested the quote be sent directly to them. As of August 2021, the senior escalations specialist has not responded to 18 emails requesting air handler replacement updates. The original unit is still not replaced.Trane's customer relations lied about fixing and replacing my A/C unit, and they are not upholding contractual and moral obligations. Never will I recommend a Trane product!

  Customer response

  08/26/2021

  ***Document Attached***
  This is third Trane dealer's email after receiving an email with picture of my water issue. He correctly diagnosed the problem, but the Trane escalation specialist discounted the information because the dealer had not seen the unit in person. However, his comments are consistent with the original dealer's diagnosis. (Independent Trane Problem Id.PNG)

  Customer response

  08/27/2021

  ***Document Attached***
  The attached document from a Trane consumer relations escalation specialist verifies that Jacob's HVAC (not the original installer) identified high static pressure from improper duct work may be causing the water issue. The installing dealer and a third dealer strongly disagreed with Jacob's finding. They both stated that the indicated static pressure is within the model's specifications as identified in the installation manual. (Static Pressure and Duct Work.PNG)

  Customer response

  09/04/2021

  Consumer indicated they have not heard from the company

  Business response

  09/08/2021

  The homeowner is currently working with Trane consumer relations and we have come to a resolution.

  Business response

  09/21/2021

  Trane Consumer Relations is in the process of finalizing the resolution with this consumer.

  Customer response

  09/22/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Trane's current contract's offering a "good faith" one-time reimbursement is unacceptable. Trane's four-page legal contract eliminates the five years left on the ten-year warranty, which is intolerable. A non-disclosure agreement is also part of the contract, which is also unacceptable. Trane employees have misdirected and prevented corrective measures to fix the water leak, wasting hundreds of hours of my time. I am a permanent and totally disabled veteran secondary to a neurological brain condition, and the Veteran Administration identifies me as unemployable. The emotional, cognitive and financial effects of Trane's employees are unmeasurable. Resolving my case requires that Trane assume financial responsibility for all labor charges associated with installing a new air handler.

• Initial Complaint

  08/25/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a furnace thru a local Trane authorized dealer in the 90's. This Trane XL90 came with a LIFETIME guarantee (parts) only on the Heat exchanger. Many manufacturers had issues with heat exchangers going bad and this was the KEY factor in choosing the XL90. Three years ago, I started having issue with the furnace staying lit and running. It turned out that there were many holes in the back portion of the heat exchanger chamber. I was able to temporarily plug those holes with furnace cement. On at least 5 occasions in the next two years I contacted Trane to get warranty coverage for what was clearly a failed heat exchanger. Each time they told me it was discontinued, but they refused to compensate me for the value on this exchanger, which was about $800 or the Current XL90 price which was between $800 & $900. They offered me $250 off a new unit which was only the current rebate. I want a refund for $900. Their refussal meant CO was entering my house! WE COULD HAVE DIED !

  Business response

  09/01/2021

  Business Response /* (1000, 8, 2021/09/01) */ Thank you for taking the time to provide your feedback. Unfortunately, we are currently experiencing some delays in our response time due to the summer months being peak season for the HVAC industry. A representative will be reviewing your case and reaching out to your directly as soon as possible. Thank you for your continued patience. Sincerely, Trane Consumer Relations Management Consumer Response /* (3000, 14, 2021/09/13) */ I had been in communications with them, but they are unwilling to offer me any compensation that I can use. The compensation they did offer, in the form of a purchase credit of $250 is not fair. For safety reasons, I had to replace my furnace, because the exhaust gases from their defective heat exchanger were escaping into my house. My heat exchanger (lifetime part only warranty) was worth 700 to $900 at one time. They need to compensate me for my part. Anything Les is not honoring their warranty. Business Response /* (4000, 16, 2021/09/13) */ Dear Consumer ***, Thank you for reaching out to Trane Consumer Relations. As was previously stated during your contact with our department, Trane can offer you $250.00 loyalty credit. 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 to discuss how to proceed. Thank you for taking the time to provide us with your feedback, we appreciate you voicing your concerns. Kymberli

• Initial Complaint

  08/24/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a brand new Trane residential AC unit and had it installed in March 2021. But it constantly have issue with compressor not working hence no cool air. We have to turn it off and after 2-3 hours it would turn back on. Sometimes the indoor temperature went up to 90 degrees! This is Texas summer. Several times it's so hot in the house and our young baby could not stand it, we had to find a hotel to stay at. The dealer we used confirmed it's compressor failure and it's a product defect. He went ahead ordered a new compressor from Trane on July 6th because it's still under warranty. However, it's back ordered since then! I called Trane customer service but no one followed up. It's been 2 months and we still cannot get the new compressor. Trane needs to either 1. Send the dealer replacement compressor for our unit; or 2 get us a replacement unit and replace it for us. This is your product quality issue and also customer service is really non existent.

  Business response

  09/03/2021

  Business Response /* (1000, 9, 2021/08/31) */ Thank you for taking the time to provide your feedback. Unfortunately, Trane Consumer Relations is currently experiencing some delays in our response time due to summer being peak season for the HVAC industry. A representative will reach out to you directly as soon as possible. We thank you for your continued patience. Sincerely, Trane Consumer Relations Management Consumer Response /* (3000, 11, 2021/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dealer ordered the compressor on July 7th. And he kept checking with Trane however no update on when it's available. I called customer service on Aug 6th and no response. Called again on Aug 18th and still no response. I filed the compliant with BBB and its been over a week and still no one is contacting me. How patient do you want me to be? It's almost two months now and in Texas it's 99 degress everyday. We spent a lot on this new unit and now I really regret that we replaced the old ******* unit. Please replace the compressor or the whole unit ASAP. Business Response /* (4000, 13, 2021/09/01) */ We apologize for the delay. Like with many industries, the pandemic has caused issues with the supply chain within the HVAC industry. We are working as quickly as possible to address all concerns and are reaching out to consumers in the order their issue was received. You case has been marked as the highest priority and a representative will be reaching out to you as soon as one comes available. Sincerely, Trane Consumer Relations Management Consumer Response /* (2000, 15, 2021/09/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Trane customer service followed up and the compressor became available at parts center. Dealer was able to pick it up today and will replace it soon. Appreciate helps from 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. ↩