Complaints

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:01/02/2024

  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.

  We purchased a brand new Trane air handler and heat pump system after being advised by Wards our Lennox unit would not be worth replacing parts. It was approximately 6 years old. It had quit working once and needed a repair. We took out the loan and followed the recommendations. Over $7000 later we are much worse off with the new system. Not sure if it is a bad Trane unit, or Trane has not been contacted. Within the first year the unit flooded our house (2 rooms). There was a repair cost for service and out own big clean up. At one point after another year, Wards came to rip out our flooded air duct and put some lining in the large opening. They talked about many solutions and multiple people look at it. They put in a shut off valve and cleaned it out multiple times. Not to mention I put suction on the tube at least every 2 weeks as they instructed to keep it cleaned out. Most recently our house flooded, the switch is not shutting off so we were unaware of another flooding. This is at least the 5th time since the unit was installed. We paid another $190 service fee and they said was fixed after Thanksgiving. We had our carpet cleaned right before the incident. The smell was so bad. After 3 days of air (which we keep at 79 or 80), the floor was flooded in our closet again. No warning. The carpet had to be cleaned again for a total of $500 to *****************************. The shut off did not stop it. I called for service, but with the holidays nothing cold be completed until today (Jan 3). The service showed up and told me he has a possible solution that will cost almost $1000. Some other kind of shut off for when it floods. It is not a fix. How is Trane still in business if there is no solution? So I have a non working air handler that leaks, there is no fix, horrible smelling mold in my air duct and wood supporting the unit, horrible smelling carpet in my closet that has been cleaned twice professionally, and now another $1000 to come up with solution not a fix. Please help!

  Business Response

  Date: 01/03/2024

  Unit Installed on 12/6/2017

  Wards recommends that units are professionally serviced twice a year. Customer does not have a maintenance agreement with Wards Air Conditioning. First water leak call was 4/12/19, drain line flushed. Subsequently, unit had a water drain issue where the water was not tracking down evaporator coil to drain pan. A special epoxy coated evaporator was installed on 6/25/23. Three years later on 12/4/23 unit started leaking due to water tracking issue. It was determined that the evaporator coil needed to be pulled and cleaned in order for the water to track properly. We gave the customer a price to pull and clean the the evaporator and replace the stand for the air handler.