Complaints

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• Initial Complaint

  Date:14/01/2025

  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.

  10/July/2024 I pay from Homedepot and the rebate total of $15,876 Task 1:I Purchase a Trane 4TXM2230 Multi-zone ductless heat pump system.include placement of 4MXW2509 9000Btu high wall unit in two bedrooms.placement of 4MXW2518 *****Btu high wall unit in the living room.Task 2:move 9000 Btu exit unit to the new room.The first issue is the unit. After moving to the new room, the machine swing made a noise. I asked the company to come back to check why, but they told me not to use it. There are no issues, but before moving to the new room, the function was okay.The 2nd issue is the living room indoor units make air flow high-pressure sound when turned on and off, even when off at night time still make huge sounds at 2:43 AM, 3:05 AM, 3;32AM, 4;00AM etc.I am asking for help to solve the issue but they told me this is normal.I have two Trane Multi-zone ductless heat pump systems, one installed earlier, still used now why does that one have no such issues?When the technician left he told me everything was fine, if the next time I called then would charge $200 plus an additional $100 per hour.The problem was never fixed at all. My house has CCTV, and the conversation between me and the technician has been recorded.If needed, I could provide it.

  Customer Answer

  Date: 15/01/2025

  I have installed three indoor units, and the problematic one seems to have an older manufacturing date. I suspect that the difference in manufacturing years might cause the issue or installation.Based on the serial numbers provided, the manufacturing date can be determined.
  
  Analysis:
  Serial Number Patterns:
  The serial numbers follow a specific format where the initial digits may indicate the manufacturing date. For example:
  220702697X: Likely corresponds to a manufacturing date of 2022 (22), July (07).
  240302319X and *********X: Likely correspond to a manufacturing date of 2024 (24), March (03).
  Differences in Age:
  The problematic unit (serial number starting with ******* was manufactured in 2022, which makes it older than the other two units manufactured in 2024.
  Potential Reasons for Issues:
  Design and Component Differences: The older unit may belong to an earlier production batch with potential differences in design, components, or technology.
  Wear and Tear: Being older, it might have undergone more stress or environmental exposure, leading to performance issues.
  Compatibility Issues: If the older unit is paired with newer units or systems, there might be compatibility or efficiency mismatches.
  Based on the serial numbers provided, it appears that the first two digits represent the year of manufacture, and the following two digits represent the month. Here's the breakdown:
  Unit 1: Serial Number: ********** (This one has issue)
  Year: 22 ? 2022
  Month: 07 ? July
  Manufacture Date: July 2022
  Unit 2: Serial Number: **********
  Year: 24 ? 2024
  Month: 03 ? March
  Manufacture Date: March 2024
  Unit 3: Serial Number: **********
  Year: 24 ? 2024
  Month: 03 ? March
  Manufacture Date: March 2024
  
  This indicates that Unit 1 is approximately two years older than Units 2 and 3.
  Potential Reasons for the Issue with Unit 1:
  Component Wear and Tear: Older units may have experienced more operational hours, leading to natural degradation of components.
  Technological Advancements: Units manufactured in 2024 might incorporate newer technologies or design improvements that enhance performance and reliability.
  Environmental Factors: Over time, exposure to environmental conditions such as humidity, dust, or temperature fluctuations can affect the performance of HVAC units.
  
  Recommendations:
  
  Consider Replacement: If Unit 1 has significant issues and is nearing the end of its expected lifespan, it might be more cost-effective to replace it with a new unit to ensure uniform performance across all indoor units.

  Customer Answer

  Date: 15/01/2025

  
  

  

  Business Response

  Date: 24/01/2025

  We installed this system for the customer in August 2024. Since then we have been out a few times to look at the system with questions he has. We always accommodate this customer. The customer emailed me about a noise coming from one of the indoor units. It was hard to tell from the video where the sound was coming from so I told him I would send a technician out. We sent a tech out on January 10th and he went over the entire system and called tech support. With tech support he confirmed that the sound was normal and it was the system going into defrost mode. When we left we simply told the customer that we cannot keep coming back out to look at the system for free if there was no issues. The customer called me a short time after our tech left and told me he did not like the outcome of the tech visit and wanted me to keep looking into it. On January 28th the owner ***** ******* went back to the site and confirmed again with tech support that the sound is normal and it is part of the normal operation sequence of the unit, we did not charge him for this call. Since the initial call January 10th we have been very proactive about this customer complaint and even have a site visit scheduled with Trane tech support on Tuesday January 28th. We are trying to find a solution that pleases this customer but their is only so much we can do. 
  
  
  To finish this off I just wanted to add that my email string with this customer is now past 80 emails and this is very abnormal. We are a bit surprised to see this complaint as we are actively trying to help him find a solution. 
  
  
  We have been a part of the BBB for 10 years and I am sure you guys can see from our past records that we do not get complaints like this and we always have a solution for our customers with any issues. 
  
  
  Thanks, 
  
  
  Sunrise Heating & Cooling Ltd
  

  Customer Answer

  Date: 25/01/2025

   
  Complaint: 22808265
  
  I am rejecting this response because:
  

  
  Dear ****** *******,
  Thank you for the response from Sunrise Heating & Cooling **** I would like to provide further clarification regarding their statements to ensure all details of this matter are accurately represented.
  
  Regarding Service Visits
  July 17, 2024 First Reported Issue
  ***** stated the company has visited a few times to address my questions. However, my first report on July 17, 2024, was about noise caused by the movement of the machine swing. No action was taken at the time, and this visit should not be dismissed as a non-issue or counted as a free service.
  January 10, 2025 Second Visit
  My second request for service was submitted on January 2, 2025, regarding loud noises from the indoor units during the outdoor units auto-defrost cycle. The technician visited on January 10, 2025 and:
  Listened to the sounds from the three indoor units and contacted Trane for guidance.
  Informed me that Trane advised the noise was normal.
  However, I did not observe the technician inspecting components potentially related to the issue, such as refrigerant levels, refrigerant lines, or the expansion valve.
  I appreciate that ***** is actively involved in finding a solution to this issue, whether it is related to the machine itself or the installation.
  February 4, 2025 Scheduled Visit with Trane Tech Support
  ***** stated the owner, ***** *******, confirmed via phone with Trane that the noise was normal and scheduled a February 4, 2025 visit with Trane tech support. While I value this proactive step, my concern remains:
  Why does only this specific indoor unit exhibit these symptoms, while my other Trane units installed in 2019, with the same number of indoor units, operate without issue?
  Is it possible the unit, manufactured in 2022, has quality issues due to prolonged storage?
  Since the root cause of the issue has not yet been identified or resolved, I do not believe it is fair for the company to charge me for unresolved concerns. I am willing to wait for Trane tech supports evaluation on February 4, 2025, to see how they assess and resolve the matter.
  
  Regarding Email Communication
  ***** mentioned that my email string with the company has now passed 80 emails, describing this as abnormal. I would like to clarify:
  Upon reviewing my email records, the total number of emails I sent to Sunrise Heating & Cooling **** is significantly less than 80. I kindly ask the company to verify this number.
  The majority of emails were related to discussions about models, specifications, and prices during the initial stages of selecting and finalizing the contract.
  For the first issue (reported in July 2024), I sent one email.
  For the second issue (reported in January 2025), there were four email exchanges.
  While I understand that emails can increase workload, I only send messages when necessary to follow up on unresolved matters.
  
  Conclusion
  We are awaiting the findings from Trane tech support on February 4, 2025. I hope their evaluation will determine the root cause of the issue and provide a fair and effective solution.
  Given that we must wait for Tranes assessment, I kindly ask that this case remain open beyond the usual 30-day timeline, as I am hopeful it can be resolved shortly thereafter.
  Thank you for your time and assistance.
  
  Sincerely,
  **** ****

  

  Business Response

  Date: 28/01/2025

  As we have said in the previous email we are still trying to actively help this customer and have an appointment set up February 4th with the Trane *** on site. We also have all records of Trane tech support calls from the customers house which to this point have proven that the system is operating under normal conditions and protocols. 
  
  As to the emails I looked back and from July 2024 we have 81 emails in four different email strings. Granted in those 81 emails are our responses back to the customer. 81 emails back in forth is a very large amount and we can usually figure out any quoting options or questions with customers within 2-6 emails. The point we were trying to make about the emails is this customer has emailed us a lot more than any other customer ever has and we have always been very accommodating and continue to be. I feel it was relevant to bring this up as we are being made to look like from this complaint that we are blowing the customer off and do not care about his concerns which couldn't be further from the truth. We are going well above and beyond what most companies would do especially since multiple tech support calls have confirmed the equipment is operating properly. 
  
  
  
  Thanks, 
  
  
  Sunrise Heating & Cooling Ltd
  
  
  Thanks,
  
  
  ***** *******
  Manager
  Sunrise Heating & Cooling Ltd
  ************
  

  Customer Answer

  Date: 29/01/2025

   
  Complaint: 22808265
  
  I am rejecting this response because:

  Dear BBB Representative,

  I would like to address the recent statement made by ***** ******* regarding the number of emails exchanged between myself and Sunrise Heating & Cooling **** I am concerned that this issue is being misrepresented in a way that detracts from the core complaint.

  Clarification on Email Count and Context
  Misrepresentation of Email Volume

  ***** stated that we have exchanged 81 emails since July 2024. However, I have reviewed my email records and attached a screenshot of my actual email correspondence from July 1 to July 17, 2024, which includes only 14 emails.
  The companys claim might be includes their own responses and possibly internal communications, which inflates the total count and does not accurately reflect the number of emails I sent.
  Context of the Emails
  The vast majority of these emails were related to quotation requests, model selections, and contract discussions before the purchase. These are standard interactions when making a significant investment in an HVAC system and should not be characterized as an excessive burden.

  Regarding my service-related concerns:
  For the first issue (reported in July 2024), I sent only one email.
  For the second issue (reported in January 2025), there were only four email exchanges.

  Importance of Keeping the Case Open
  Trane technical support is scheduled to inspect the system on February 4, 2025. Their findings will be crucial in determining whether the noise issue is due to an equipment defect or an installation-related problem.
  Given this, I respectfully request that BBB keeps this case open beyond the standard 30-day period so that a proper resolution can be reached based on Tranes assessment.

  I appreciate that Sunrise Heating & Cooling **** has engaged in discussions, but I find it misleading that they are using email volume as an argument instead of addressing the core issue: whether the system is functioning properly. My communication has been reasonable, necessary, and always focused on finding a resolution.
  Thank you for your time and consideration. I look forward to the upcoming Trane evaluation and a fair resolution to this matter.

  Sincerely,
  **** ****
  
  

  

  Business Response

  Date: 29/01/2025

  Attached are two screenshots showing 16 emails string and a 59 email string. This is what I was basing my point off. So unless there is something wrong with the email this is the number we have gotten. I am only sending this to prove that I am not making this number up. I also have my own knowledge of this and thought to myself that this customer emails a lot when we were in the quoting stages. This is fine and from all the emails he sent we never once made him feel like he was bothering us or asking for too much. 
  
  
  This customer making a comment that we are misleading by the email comment and not focusing on the core issue is completely false. We simply brought that up to show the BBB that we have always accommodated this customer. It is funny that the customer would make this comment when we are still actively trying to help him and have the site visit scheduled. 
  
  
  Aside from this we will wait to see what the Trane tech support team says on the 4th. Until then we will wait on any more correspondings as going back and forth like this through the BBB seems like a waste of all of our time. 
  
  
  Regards, 
  
  
  Sunrise Heating & Cooling Ltd 

  Customer Answer

  Date: 11/02/2025

  Dear ******,
  I appreciate your willingness to assist in reopening my BBB complaint regarding the ongoing issues with my Trane system. Below is a summary of the case status and the reasons for requesting the reopening.
  "I authorize and please help me copy and paste the information update to the system."
  Here is the update
  
  Issues status updates:
  
  1. Resolved Issue Indoor Unit Expansion Noise
  The newly installed indoor unit (Model: 4MXW2518) initially had an expansion-related noise issue.
  After ***** reviewed the issue, he advised *** to open the white plastic pipe cover and seal the air conditioner copper pipe gaps to resolve the noise.
  The noise was caused by cold air entering the unsealed hole, leading to plastic casing expansion and contraction.
  This issue has been resolved.
  
  2. Unresolved Issue Persistent Refrigerant Noise During Defrost Cycle
  The same indoor unit (Model: 4MXW2518), connected to the outdoor unit (Model: 4TXW2230), continues to emit hissing, bubbling, and gurgling sounds, particularly during the auto-defrost cycle.
  The noises occur whether the indoor unit is on or off.
  While brief noises might be expected due to shared refrigerant lines, the continuous and loud nature of these sounds appears abnormal, especially when compared to my other Trane system, which does not exhibit this issue.
  This issue remains unresolved.
  
  Comparison with Second Outdoor Unit:
  I have two outdoor units, each serving multiple indoor units:
  Outdoor Unit 1: Model 4TXW2224
  2 x ***** BTU indoor units Normal operation, no noise issues
  1 x ****** BTU indoor unit Normal operation, no noise issues
  Outdoor Unit 2: Model 4TXW2230
  2 x ***** BTU indoor units Normal operation, no noise issues
  1 x ****** BTU indoor unit (Model: 4MXW2518) Experiencing loud, persistent noises
  The noise issue is isolated to the 4MXW2518 unit connected to the 4TXW2230 outdoor unit. The other two indoor units on the same system operate normally. Additionally, the second outdoor unit (4TXW2224) and all its indoor units function without similar noise concerns, reinforcing that the issue is specific to the 4TXW2230 and 4MXW2518 units.
  
  
  System Details and Warranty Information
  Outdoor Unit: Model 4TXW2230
  Indoor Units:
  Model 4MXW2509A10N0A (SN#*********X) No noise issues
  Model 4MXW2509A10N0A (SN#*********X) No noise issues
  Model 4MXW2518A10N0A (SN#*********X) Experiencing persistent noise
  Warranty Number: #********
   
  Troubleshooting Attempts:
  
  On February 4, 2025, ***** and the Trane Vendor NEE  (*****************************.) ************* Representative ******** advised to adjust the refrigerant charge level for the 4TXW2230 system. *** to adjust the refrigerant charge level for the 4TXW2230 system.
  However, the noise issue persisted even after this adjustment.
  After review for days, till now the problem remains unresolved despite service interventions.
  
  
  Request for Unit Replacement:
  
  Since the defect persists despite troubleshooting, I respectfully request a replacement for both affected units(4TXW2230 outdoor unit and 4MXW2518 indoor unit). Additionally, I have concerns about receiving 2022-manufactured units in my 2024 purchase, as they were two years old at the time of installation. Given that the system is still under warranty
  
  I would appreciate your assistance in initiating a replacement request to ensure I receive properly functioning, up-to-date equipment. Please help to progress the process since we are still in the warranty stage.
  
  Thank you for your time and support.
   
  Best regards,
  ****

  

  Business Response

  Date: 18/02/2025

  We are writing back to summarize the site visit with ******** ***** (Trane Field Service Rep **************** I have attached a copy of his ***ort. 
  
  
  His ***ort confirms that the units where installed properly, are running as per manufacture specs and the noise is normal during a defrost cycle on the system. 
  
  
  The customer has stated that the noise happens when the system is on or off. This is incorrect. We have confirmed that another person in the house is running their indoor unit at night and since it is attached to the same outdoor unit all units defrost at the same time even if the unit the customer is referring to is off. We also performed a forced defrost on one of the other units and to confirm the same sound. 
  
  The units being produced in 2022 makes no difference as they are current models and sit new and unused in the warehouse until installed in the customers' houses. All warranty starts from time of installation not time of manufacturing. Since the units are current models and have been confirmed by the Trane field service *** to be operating normally there is no recourse for warranty on this system from Trane. 
  
  
  To finish off we feel we have done everything we can for this customer to satisfy his complaint. There is nothing more we can do. 
  
  
  Thanks, 
  
  
  Sunrise Heating & Cooling ***