Complaints

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• Initial Complaint

  Date:07/10/2024

  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.

  installed furnace 3 7 13. blower motor replaced under 10 year warranty 6 5 18. blower motor bad again 7 1 24. want to charge me $1943.00 to replace. third motor in 11 years I believe 2nd motor should also have ten year warranty from the date of replacement instead of 90 days. I bought the unit because of the implied dependability ( hard to stop a train). I think Trane Should cover the cost of the motor for supplying me with 2 bad ones.

  

  Business Response

  Date: 07/11/2024

  Thank you for your inquiry, as a valued customer your satisfaction is very important to us.  Please see attachment for full response and resolution.

  Customer Answer

  Date: 07/12/2024

   I am rejecting this response because:
  My crawal space has never flooded it has always been dry!  sheets is grasping for an excuse to blame the faulty motor on!   Ther is no mention of damage to the original motor on the repair invoice!  ********* is located about 18" above the ground which means there would have been extensive damage to the rest of the furnace!  I find this to be a dishonest excuse not worthy of a long standing business. they should apologize for that pitiful excuse!
  
  

  

  Business Response

  Date: 07/12/2024

  Thank you for your feedback regarding our proposed solution, we appreciate your input regarding this matter. 
  
  Although we would like to provide additional assistance, the furnace, as well as any replacement parts, are outside of the warranty period provided by the manufacturer.  Any repairs outside of the warranty period are the responsibility of the owner (regardless of reason of failure).  
  
  In summary Trane, as well as Sheets Heating, has fulfilled their warranty obligation as promised.  If you feel Trane should assume additional responsibility you can contact Trane directly at ****************
  
  As a valued customer we are still offering a 10% discount on the service to help assist with the cost of the service.  Thank you again for your input.  

  Customer Answer

  Date: 07/12/2024

   I am rejecting this response because: 90 day warranty on replacement motor is not acceptable.  You must have known your motors weren't reliable and didn't want to provide a third one free. If you thought your motors were good you would have given the original warranty on the replacement. I find this to be deception of your advertising claim that your product was dependable. I also regard trying to weasel out of it by claiming it was damaged by flooding to be despicable. If it had you wouldn't have covered it under warranty!  Just another company who puts profit above integrity. sad.