Complaints

This profile includes complaints for Trane's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Trane

  800 Beaty St STE E Davidson, NC 28036-6924

• 

  Trane

  9603 Deereco Rd Ste 400 Lutherville Timonium, MD 21093-2155

• 

  Trane

  8408 Triad Dr Greensboro, NC 27409-9018

• 

  Trane Technologies

  6200 Troup Hwy Tyler, TX 75707-1948

• 

  Trane of Northeastern PA

  10 Freeport Rd Pittston, PA 18640

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:07/03/2025

  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.

  We never thought since when we bought an expensive heat pump unit from Trane - We would be writing this complaint . Because nothing was suppose to stop a Trane. We purchased our Trane heat pump Jan 2021. We paid more just thinking quality would be better after having a cheaper ****** with same issues. Hindsight Trane is no better than the Lennox except price and fees to fix the unit. The coil has went out twice since we purchased it - less than 5 years and three coils later - we are spending more money. So, now the third coil being ordered and put in and it will be another week before it arrives and can be installed. The part is covered (which are thankful for - but I understand we have to pay shipping labor and Freon which is around ******. Question how can we keep this from happening and why is labor so high. We bought this unit at a higher price- thinking quality would be better but its not. We are Very disappointed in the Trane quality needless to say. We cant keep up paying every year or two for a coil replacement. No one can tell us why the coil keeps going out. Wed like to be proactive to keep from happening in the future. We are seniors on a limited budget so we need to keep this from happening again. Plus, while we wait on the coil it is taking more electricity to bring temp on thermostat to the temp set. Therefore, our light bill will be higher because the thermostat is set at 74 and part of the day it only cools to 78. So its constantly running. We thought at first it was because of high temps we have had lately but the unit kept not cooling even when the high temps dropped off before we contacted our local heat air to fix. We would not recommend this product due to excessive problems we are experiencing. Its nice having the 10 year warranty for parts but doesnt help when you shell out 800 for repaid shipping and Freon. Apparently, coil issues stop a Trane. We are upset about high labor but how to keep it from happening again!

  Business Response

  Date: 07/10/2025

  Dear Ms. ******************** you for contacting Trane Consumer Relations regarding your concerns. We're sorry to hear you've experienced issues with your system. 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.

  ******

• Initial Complaint

  Date:07/03/2025

  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.

  We have an Trane HVAC unit that was installed in 2018. We have had no less than 4 warranty parts replaced already, with us footing the bill for labor to have covered part installed. Our system went down beginning of May, and we were forced to pay labor yet again to have a warranty part replaced. The system was operational for approximately 5 weeks when it went down again. Our **** company that services the unit is not sure what is wrong with the unit, but feels as we do that this unit is a lemon. They have been out numerous times and can not confidently diagnose the problem. Their only answer is to start replacing parts - parts we would have to pay labor again to have installed. They have referred us to Trane for help. Trane could care less. We have now been without a properly functioning until for three weeks. We have now been without ANY air conditioning for over a week. Where outside heat indexes have been near 100 and indoor temperatures have been as high as 88 degrees. I have two young children, and animals in the house who are all suffering from not being able to cool down.Trane has had the case for a week, and has made no progress on even reviewing g our case. No case manager has been assigned, and they have no date as to when this will happen.I have called numerous times and they will not escalate the issue.They have offered no help as to getting the h it working or getting us a resolution.

  Business Response

  Date: 07/08/2025

  Dear Ms. ********************** 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. With such issues, we will likely need to engage our technical support team to best address and solve your issue. We have received the required information to reach out to technical support and will be moving forward, once I have received an update from technical support I will reach out via your case with us to further discuss.

  Thank you for your contact.

  Best,
  *** *.

• Initial Complaint

  Date:07/02/2025

  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.

  We had a TRANE Air Conditioner installed by Polar Express (PE) in October 2019. Experienced THREE breakdowns in six years resulting in being without AC in the ******* heat for extended periods of time. #1: During the first month, the ** stopped working 3 times. It took 3 service calls to discover a part in the air handler was faulty. Replaced a month later under warranty at no cost. #2: September 2022, the ** stopped working again. PE determined the same air handler had a faulty circuit board and transformer, and a bad contractor at the condenser. They could not repair it for over TWO weeks because the circuit board and transformer were OUT OF STOCK (3 year old system). #3: June 10, 2025: AC stopped working. PE determined it was a leaking evaporator coil in the same air handler and this time TRANE advised the part was out of stock with a 3-5 week wait time. Labor cost: $1869. After contacting TRANE **************** and escalating the case to their Escalation Team, I was advised the part shipped on June 27 with delivery to a TRANE SUPPLY HOUSE in ******* on July 1. On July 2, PE went to pick up the evaporator coil at Trane Supply and were told the part didnt arrive yet. After producing tracking proof, they were advised the part shipped by Trane was the WRONG part and they would have to reorder it. So after 3+ week wait for an out of stock evaporator coil, we are at ********** AGAIN STARTING ALL OVER. Part reordered. TRANE customer service cannot provide anymore assistance. How does a supposedly large reputable company like TRANE not have parts in stock repeatedly for their newer systems anywhere in the ***? How does TRANE send the WRONG part which was out of stock? After 3+ weeks of waiting for an out of stock part and having the wrong part shipped, how does TRANE tell a customer they can no longer assist them? 3 Warranty Issues!! This system was a LEMON from the start and should have been replaced. Now TRANE cannot assist with info on the new order. Still no AC!!!

  Business Response

  Date: 07/02/2025

  Mr. ************************* you for reaching out to Trane Consumer Relations regarding the part order delay. I am glad to hear your dealer was able to get the part ordered after the issue concerning the delivery with the local supply office. 
  
  As discussed on the phone call this morning, 7/2/25, in concern to your escalated case, *******, the next steps were for your dealer and the office to resolve the issue in person as Consumer Relations and **************** were unable to assist once the order has shipped. Directions were also provided that the dealer should request expedite if a new order were needed to be placed. A direct expedite request during the placing of the order sets up the dealer as the point of contact as opposed to the Consumer Relations team who relays the information between **************** and the homeowner/dealer. 
  
  If your dealer has not made that request for expedite, please contact them to make that request.
  
  Thank you, 
  
  Glennn
  Trane Consumer Relations
  

  Customer Answer

  Date: 07/02/2025

   Rejecting this response because the AC dealer was told today by Trane Supply that the new EXPEDITED order for the correct coil will have an estimated 7-10 day delivery from *********, ** to *******, **. TRANE is responsible for the error since I verified with the AC dealer that the correct model and serial numbers were provided in the original order on June 10. TRANE should now send the coil with overnight delivery because 1) we have already waited 23 days for an out of stock coil to be manufactured and delivered 2) this was an error made by TRANE when the correct coil may have been in stock all along 3) waiting another 7-10 days for a new delivery time from ** to ** is unreasonable and 4) we are senior citizens enduring our hot and humid Florida summer. To make this case correct after their error,TRANE Customer Relations should have the authority to contact their ********* location to request this part be shipped overnight as this issue isnt strictly between my AC dealer and the TRANE supply store in *******. I dont understand how a costumer service division can stop providing assistance to a customer when the process is where it started 23 days ago when the part was first ordered. We were at this point on June 10 and here we are once again. Today a new order is placed for the same part. Finally I would request if TRANE Customer Relations cannot make this right, they forward it to a higher authority for resolution. 

  
  

  Business Response

  Date: 07/03/2025

  Mr. ***************************** you for your response. Consumer Relations is the sole department for consumer contact. I will remain your point of contact. 
  
  As informed in our direct communication as well as in my prior message on this platform, these requests are best directed to the supply house as they handle the orders directly. The request for shipping changes, i.e. need to be requested by the ordering dealer via the supply house where the order was placed. Consumer Relations is unable to make any changes to supply orders as we do not work in shipping, ordering, or supply. For this reason, among others, this department has no authority to change orders at any capacity.
  
  As you have stated your dealer has made the expedite request, making your dealer the direct point of contact for such requests as well. 
  
  Consumer Relations has also extended and paid a reimbursement of cost of portable cooling to help ease the heat while pending the delivery of the part. 
  
  At this time, I will direct you back to the correct channel through the supply house to make your requests. 
  
  Thank you, 
  
  *****
  Trane Consumer Relations
  
  

  Customer Answer

  Date: 07/03/2025

   
  I am rejecting this response because:1) The local Trane supply house has advised they do NOT have the authority to ship the part with overnight shipping. 2) The AC dealer advised they did not order the part but were simply advised by Trane that they shipped the incorrect part and immediately reordered it upon receipt of the wrong part so the order was done by Trane due to their mistake. 3) After a 23 day wait for an out of stock part sent by Trane in error, who now has the authority to authorize overnight delivery if Trane Customer Relations, ******************** supply house, and AC dealer do not? 4) Although I appreciate PARTIAL reimbursement towards a portable AC unit, any reputable company should do more for a customer who has dealt with THREE warranty issues involving a failed circuit board, failed transformer, and now a failed evaporator coil in the same newer air handler system which also requires the customer to pay labor charges ( in this case $1869.00) per the warranty contract. 5) How is it that I am now at the beginning as I was on June 11 with a new part just ordered and Customer Relations cannot assist? On June 11, part was ordered, Customer Relations contacted, case sent to Escalation Team, wrong part shipped after 23 days within the original 3-4 week delivery estimate, and now back to the beginning with the part ordered again but as you stated on our phone call yesterday and in this correspondence that Trane Customer Relations cannot assist as the issue is between your supply house and my AC dealer? 6) If the Trane division is called Customer Relations, a case filed on behalf of a customer should NOT be CLOSED until after the customers problem has been completely resolved especially if Trane is refusing to open up a new case. I am right back to where I was on June 11 and 24 days later my case is Closed and Im still wondering if the correct part is ordered and if it will be delivered with the 7-10 days. 
  
  

  
  

  Business Response

  Date: 07/03/2025

  Thank you for the update. I am sorry to hear that the part cannot be overnighted. If this is unable to be done at the supply house, to my knowledge, there are not others to authorize this as the supply houses handle part orders. 
  
  Consumer Relations has assisted with the original part expedite request and issued a $600 payment to reimburse costs of portable cooling. Unfortunately there was an issue with the order and it's now been re-issued with an expedited delivery time frame of 7-10 days which is far improved on the 23 days and the original 3-4 week timeframe.
  
  The cases closure occurred after the reimbursement process and original request were completed. The current issue arose after the cases closure and Consumer Relations, Order Management and myself have provided directions on getting it resolved which were executed by your dealer. 
  
  I am sorry that the results and timeframe of everything have not been to your satisfaction. At this time the options to assist you with the issue have been executed. The part has been re-ordered. The part order has an expedited delivery of 7-10 days. Consumer Relation, Order Management, and the Part Supply location, who handles part orders are unable to meet the request of an overnight delivery. 
  
  If there are any concerns, other than those that have been addressed throughout our communication, please let me know via our direct communication. 
  
  Thank you, 
  
  *****
  Trane Consumer Relations
  
  

• Initial Complaint

  Date:06/27/2025

  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.

  ***** this ************. Our air went out and the part was covered under warranty our tech placed the order for the new part. Turns out policy wasnt followed by Trane/Oxbox and the part was never ordered. I called the following day and spoke to ***** from distribution. He was able to find a part and advised it would be overnighted to me. The next day came and went no part. I was unable to call the next two days as it was a weekend and they were closed. Still no part. I called Monday spoke to ***** again. Turns out part was lost. I get a call back from ***** around 5:00 to say part had been found but wouldnt be to me for 3 more days. Mind you I live in ********* and had heat warnings every day without air. My house was over 100 inside and caused a huge safety issue for myself and our animals. I called customer service to complain and try to get my part sent faster. I was promised by the manager ********* Id be refunded for the cost to repair the part Including labor all I needed was to submit my invoice. I did. Turns out that is not true and they lied. No refund as policies has just changed even though I was promised a refund by a supervisor in the company they are now refusing to honor and provide the refund. Its all on a recorded line and she even admitted she told me Id be refunded its a huge scam avoid at all costs

  Business Response

  Date: 06/30/2025

  Dear Ms. ***************** you for contacting Trane Consumer Relations regarding your concerns. We understand the frustration and inconvenience you have faced due to the delay in receiving the necessary part for your air conditioning unit, especially given the extreme heat conditions in **********
  We would like to clarify a few points regarding your concerns. Consumer Relations does not have access to the logistics computer systems required to place and track part orders. We strongly encourage contractors to work directly with their suppliers to ensure timely and accurate processing of orders. This approach helps to avoid any miscommunication and ensures that the correct procedures are followed.
  Additionally, we have reviewed the phone call with ********* thoroughly. Unfortunately, no monetary compensation was offered during that conversation. We apologize for any confusion that may have arisen from this interaction. As stated during our phone conversation on Friday, Trane must respectfully decline to offer additional cost assistance beyond the terms of your warranty.
  We understand that this situation has been challenging, and we are sorry for any inconvenience caused. We appreciate your understanding and cooperation in working directly with your HVAC contractor to resolve any future issues promptly.
  Thank you for your contact.
  ****** *.

  Customer Answer

  Date: 06/30/2025

   
  I am rejecting this response because:
  Firstly we did go directly to the manufacturer or distributor as advices and due to failures to follow procedures the part was never even ordered. I was finally able to reach someone at the number provided on the website he assisted and was told by the distributor that the part was overnighted another lie. The part finally arrived 1 week after ordering. This caused a serious safety issue as there were severe heat warnings the entirety of week we had no air. Temperatures reached over 100 in my home. Causing a safety risk for both human and animal residents. When I called and originally spoke to ********* and asked her about compensation she told me to submit my invoice and it wouldnt be a problem. Furthermore after you ****** told me to contact customer support which I did, then was told I could only speak to you which you refused to take my phone call after an hour I was finally pit back on with ********* who said and I quote I told on myself as I did inform you that it wouldnt be a problem however policy just changed and i did not have this information so I was incorrect despite her not having the information ( a company failure) I was told by her that she advised I would have no issues getting a refund for my service. Had I simply been told there is nothing we can do about that I wouldnt be here expecting my refund. ****** is a horrid customer service *** who has literally 0 de-escalation skills and is condensing. Im requesting a copy of the transcripts for both calls in order to seek possible legal action. 

  Business Response

  Date: 06/30/2025

  Dear Ms. ********************* you for your response. If you wish to move forward with legal action or a lawsuit, you have every right to do so. However, please note that if you choose this route, we will no longer be able to assist you directly.
  Oxbox is the manufacturer of the system and offers a warranty that covers any internal functional part of the unit. This warranty does not cover labor, diagnostics, duct work, or refrigerant, as those are not items we manufacture. If you have questions regarding any repair charges, we recommend speaking directly with your contractor, ********************** as they are an independently owned and operated company. The charges you are referring to are not from Trane/Oxbox.
  I apologize for being unavailable to take your return call on Friday after our conversation was abruptly cut short. As you mentioned during our conversation that you were going to pursue other avenues, I wanted to ensure that our communication was documented in writing for both of our records. I must respectfully decline your request for copies of our call records, as our calls are considered proprietary information and cannot be shared.
  ***** continues to honor the limited warranty to its fullest extent.
  
  Best regards,
  ****** *.

• Initial Complaint

  Date:06/26/2025

  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.

  I purchased my home in 2021. It has a trane xr model #4TWR4036G1000AB and serial #********** and it was manufactured in 7/2021 so well within the warranty period. Pics of the unit and label are attached. On 6/24/25 the outside unit stopped working. I had the capacitor professionally replaced on 6/25/25 for the price of $227.90 and the receipt is attached. I could not use an authorized trane dealer because it was ****************************************************************************************** my house so I could not have them without air conditioning so please understand that, im sure you have children so you would understand. Please as a sign of good faith and standing by your products I am asking you to reimburse me for this price I paid. Thanks

  Business Response

  Date: 07/03/2025

  Dear Mr. ******************* you for contacting Trane Consumer Relations regarding your concerns. 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. We have sent you an email directly requesting the remaining documentation needed. Once this information has been provided, I can determine how we may best assist you.

  Thank you for your contact.

  ******

  Customer Answer

  Date: 07/04/2025

   
  I am rejecting this response because:
  

  The info your requesting is its a trane xr model #4TWR4036G1000AB and serial #********** and it was manufactured in 7/2021 so well within the warranty period and I provided you the repair invoice. I have already provided you everything you requested on my original complaint. Please back your product and provide me with my refund for my repair. 

  
  

  Business Response

  Date: 07/07/2025

  Dear Mr. **************** the manufacturer of an applied product, there are a wide range of factors that can affect the equipments performance including installation, maintenance, and environment. Trane provides a limited warranty to account for many of these variables which covers the parts that we manufacture. We understand that you do not have the installation paperwork or serial numbers for the other ******************** equipment installed in your home. However, we have requested your preventative maintenance paperwork in order to finish reviewing your case. Once we receive this documentation, we will be able to provide you with a resolution.

  Thank you for your contact.

  ******

  Customer Answer

  Date: 07/07/2025

   
  I am rejecting this response because:

   

  Unfortunately I do not have receipts but I have taken care of the unit and done all the maintenance I'm supposed to. Id appreciate you cover the labor but either way the part is covered under the warranty you provide so as you can see in the invoice I sent you that was 110 dollars. But as you have done in many cases on BBB I would appreciate it if in good faith you cover the whole bill. Thanks 
  

  
  

  Business Response

  Date: 07/08/2025

  Dear Mr. **************** are currently working directly with your servicer regarding your concerns. Your servicer has stated that the $110 charge was for the capacitor and labor to install it. Labor was $35 and the capacitor was $75 and was an OEM part. We have requested that they file the warranty claim as your unit is still under warranty, and refund you for the part cost they charged.

  Thank you for your contact.

  ******

  Customer Answer

  Date: 07/09/2025

   
  I am rejecting this response because:
  
  Excuse me? Your faulty unit breaks in 100 degree weather and you are making me go through all this stuff? You should be ashamed of yourself. There are countless complaints on bbb like mine about you and in good faith you have offered a maximum of 250 dollars to compensate them. I am asking for far less than that and you are putting me through this process. You should be ashamed of yourself as a company. I reject your response and I once again am requesting a full refund from you. 
  

• Initial Complaint

  Date:06/24/2025

  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.

  I registered my two Trane HVAC on the day I bought the new built house on 10/30/2023, and Trane website confirmed I have 5 years warranty. I just realized last week that I could have had 10 years extended warranty. Trane customer service said I cannot have it because I did not call Trane to extend the warranty within 60 days after registration. I don't think it is fair because not only the builder did not let me know about this but also Trane warranty confirmation did not let me know that I need to make another call after I completed the registration on Trane website. Please help to communicate with Trane to get the 10 years extended warranty for my two HVAC units.

  Business Response

  Date: 06/26/2025

  
  ****** ***,
  
  Thank you for contacting Trane. My name is ***** and I am the Consumer Relations Escalation Specialist who will be handling your case # *******.

  I understand the frustration this situation caused and appreciate the time you took in making us aware of your concerns and providing your feedback. We have received your BBB complaint,regarding the registration of your condensing units (2) and evaporator coils (2) and your request to be provided the longer registered limited parts warranty of 10 years. I have attached a copy of the Limited Warranty Document that is shipped with the condensing units and the evaporator coils and highlighted the areas that provide the registration requirement for the longer 10 year limited parts coverage.
  
  You stated in your complaint that you registered the equipment on 10/30/2023 the day you closed on the property. I have attached a copy of information that shows your closing date with ************************ was
  10-18-2023. The registration number ******** for the outdoor units was created on 11-6-20-24 and the registration number ******** for the evaporator coil was created on 6-1-2024. The guidelines for the longer limited parts warranty require that the equipment must be registered within ************************** if new construction &purchased from a builder they must be registered within 60 days of your closing date. I apologize but Trane is unable to provide you the longer registered terms on your equipment.
  
  Thank You,
  
  ******* S
  Consumer Relations
  Trane Technologies
  Residential HVAC & Supply *************
  Phone: ************
  ******************************
  *******************************************************

• Initial Complaint

  Date:06/23/2025

  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.

  The heat exchanger has cracked in our furnace causing carbon monoxide oxide to leak into the house. It has been identified as a known issue with Trane. The builder registered the product but I havent been able to get resolution from Trane. This is a hazard in the home and the furnace is only 5 years old.

  Business Response

  Date: 06/27/2025

  Dear *** *****, 

  Thank you for contacting Trane Consumer Relations regarding your concerns. To better assist you I would need all the serial numbers on the ******************** equipment you have installed in your home. Once that information has been provided, I can determine how we may best assist you. We can better service you by calling ************** Monday - Friday. 

   

   Thank you for your contact,

  ****

  Customer Answer

  Date: 06/30/2025

   
  I am rejecting this response because I submitted a ticket with the serial number and never heard back 
  
  

  Business Response

  Date: 07/01/2025

  Dear *** *****, 

  I apologize and I understand your frustrations, but in order to assist you with the concern we need the serial and model information of your units. I was unable to locate a case within Consumer Relations and please feel free to contact us at ************ so that we can help come to a resolution. 

   

  Thank You, 

  **** *. 

• Initial Complaint

  Date:06/23/2025

  Type:Customer Service 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.

  I need help registering an air handler serial number **********. I have tried your customer service line and when they pick up it disconnects and if I leave my number for the auto dailer it goes directly to my voicemail and doesnt ring my phone. I need a direct line to call someone That will pick up the phone and talk to me like Im a human. Im about to go onto the Better Business Bureau and follow up customer complaint about this. I bought my house September 15, 2023 DR ****** gave me the air conditioner unit and thermostat to register and did not give me the air handler information in the attic. When I had my service come to this give a tuneup. They told me this air handler was not registered. I desperately need help from your company and Im gonna call the corporate office if I can find you people you seem to hide real well. Im so frustrated. Call me at ************ please and get have someone register my air handler. ****** ***** *****************************************************************. Sent from my iPhone

  Business Response

  Date: 06/26/2025

  Hello Ms. *********************** recently submitted an inquiry through our website regarding your issues with your **** 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 **** equipment in your home
  2. Installation documents
   
  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: ************
  Fax: ************
  ******************************
  *******************************************************

• Initial Complaint

  Date:06/16/2025

  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.

  12/09/2024 we hired a contractor to start an installation of three Trane heat pumps in our home. Most of the work was completed by 12/22/2024, but one of the heat pumps started to fail soon after installation. After multiple visits by the contractor to verify the issue, they found that it was due to a faulty part in the air handler. They requested Trane send a replacement air handler, but Trane instead insisted that they send a replacement part. That part was requested on 01/24/2025, and was supposed to take 45 days to arrive. Fortunately we have a legacy heating system in this part of the house, so we wouldn't have any problems until the summer.03/19/2025, more than 45 days later, and the the part still hadn't arrived. Trane has been giving our contractor the runaround for months, and now the summer is here, 06/16/2025, and we have no working heat pump. If the part was not going to arrive in a reasonable timeframe then they should have just sent a replacement air handler.

  Business Response

  Date: 06/18/2025

  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 problem. To do so, I need to collect baseline information including your dealers contact information and the order number (8-digit code beginning with 1 or 2). Additional helpful information is the part number (3 letters followed by 5 numbers), the date the order was placed, and the current estimated arrival time. Once this information has been provided, I can determine how best to assist you.
  Thank you for your patience. Best, ******

• Initial Complaint

  Date:06/16/2025

  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.

  I recently had work done on my Trane central air conditioning unit at my home. The air handler coils needed to be replaced. My wife and I purchased the home roughly 3 years ago. I then went to submit a warranty claim with Trane as both the condenser unit and air handler unit are still under a 10 year extended warranty. I was told by the person at Trane that the warranty needed to have been transferred from the previous owner within a certain time after we purchased the home. I explained to this person who I talked to that there is nowhere on the document that I was able to find by looking up the warranty status that stated this. I also do not understand why it would matter in the slightest who was the homeowner when the items in question are still under warranty. That argument is a complete nonstarter with me. As a recap: I purchased the home, the document I found states that the condenser and air handler are under warranty, nowhere on this document does it state that I need to have transferred the warranty from the previous owner, I tried to submit a claim, and I am being denied for no reasonable reason.

  Business Response

  Date: 06/17/2025

  Hello Mr. ********************** recently submitted an inquiry regarding your issues with your **** 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 **** 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: ************
  Fax: ************
  ******************************
  *******************************************************

  Customer Answer

  Date: 06/20/2025

   
  I am rejecting this response because: It is a good 1st step. The business has reached out to me and opened a case looking into my complaint. But this in no way resolves the issue for me. I have responded to the business with the requested information and I am waiting to hear back from them with a response.
  
  

  Business Response

  Date: 06/23/2025

  Good morning,

  Thank you for your contact regarding the registration of your Trane/American Standard equipment. It is the understanding of Trane/American Standard Consumer Relations that your equipment was not registered properly. We sincerely apologize for any inconvenience this may have caused. When the dealer offers to register equipment, it is the dealers responsibility to register all units in the system and provide the consumer with proper documentation, including registration numbers, to ensure confirmation. We recommend consumers of our brand make certain that their equipment is properly registered so that they are protected under warranty for the maximum time frame available to their products.  

  
  Homeowners are given 60 days from the date of purchase to register ones equipment to obtain the 10-year parts only warranty. Homeowners are given 90 days to transfer the warranty upon moving or selling their home. Unfortunately, if this action is not done within the timeframe given, there is nothing that Consumer Relations can do to change ones warranty. We recommend following up with your dealer to inquire about any option for an extended warranty. We appreciate your contact.  

  Respectfully,
  
  
  Surayya
  Consumer Relations Escalation Specialist
  Trane/American Standard Residential
  Trane Technologies
  Phone: ************
  Fax: ************
  ******************************
  *******************************************************

   

  Customer Answer

  Date: 06/23/2025

   
  I am rejecting this response because: I do not accept this as I was unaware of this requirement. Obviously I would have transferred the warranty to myself had I been made aware. Additionally, the document that you have provided is just a different version of what I found on the Trane warranty lookup website saying that the warranty was still valid (10 year extended) for the 2 components in my HVAC system.
  
  

  Business Response

  Date: 06/26/2025

  Good afternoon Mr. ****************** you for your response. I apologize for the negative experience you have had with your equipment. Homeowners are given 60 days from the date of purchase to register ones equipment to obtain the 10-year parts only warranty. Homeowners are given 90 days to transfer the warranty upon moving or selling their home. Unfortunately, if this action is not done within the timeframe given, there is nothing that Consumer Relations can do to change ones warranty. We recommend following up with your dealer to inquire about any option for an extended warranty.
  
  For additional warranty information:
  *****************************************************************************************************
  **************
  
  Based on your warranty status, Trane must respectfully decline to provide monetary assistance for the cost of this repair, a replacement unit, or refund. Trane has honored the limited warranty on the product and it is expired at this time.  
  I understand the frustration this situation has caused and appreciate the time you took in making us aware of your concerns and providing your feedback. Please let me know if there are any additional questions or concerns with which I can assist. 

  
  Surayya
  Consumer Relations Escalation Specialist Trane/American Standard Residential Trane Technologies
  Phone: ************
  Fax: ************