Business Profile

Residential Air Conditioning Contractors

Trane

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

422 total complaints in the last 3 years.
107 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/13/2025
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.
Disappointed and Ignored by Tranes Senior Escalations Specialist After spending thousands of dollars and enduring endless frustration due to a faulty Trane unit, I reached out for help. Initially, ****************** the so-called "Senior Escalations Specialist," offered partial compensation. Then he abruptly revoked it and stopped responding altogether.Despite multiple emails and phone calls to Trane, I was told that he is the highest authority I can speak towhich is both absurd and dishonest. Mr. ***** is not the CEO of Trane, and hiding behind that excuse shows a lack of accountability and transparency within the **********'s unacceptable that someone in a customer-facing leadership role would ignore a paying customer with a valid complaint. If this is how Trane handles loyal customers who spend thousands of dollars on their equipment, then people deserve to know before making the same ********** now left with a defective unit, wasted time, and zero accountability from Trane. I will continue to share my experience publicly until someone from the company steps up and does the right thing.
Business Response
Date: 06/18/2025
Homeowner was emailed about cost assistance and the payment process today 6/18/2025
Initial Complaint
Date:06/07/2025
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 purchased a new Trane AC in 2018 and for the first 2 years we had multiple problems and spent thousands of dollars on it. 4 days ago the compressor went out and it sounds like it will be at least a week or more to get a new one. We have spent 500 dollars on portable AC and fans to keep the house cool. We invested significantly in this system because we were assured that Trane represented the highest quality and reliability. Unfortunately, that has not been our experience. Since installation, we have had continuous issuescosting us an additional $2,000$3,000 just to keep it operational. The system has proven unreliable from the start, and it has once again failed, now due to a compressor issue. It is unacceptable that a system only six years old has no viable repair options.This is not just an inconvenienceit is a serious health and safety concern. The temperatures here are currently reaching 90F daily. My wife, who is recovering from both cancer surgery and open-heart surgery last year, is especially vulnerable to extreme heat. We also have two dogs and no alternative accommodations. A hotel that allows pets is not a feasible option for us financially.We purchased this system to avoid problems like this. To say we are disappointed would be an understatement.
Business Response
Date: 06/10/2025
Dear Mr. ********************** 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-digits, beginning with 7 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. I will also be reaching out directly to request this information so we can communicate more effectively.
Thank you for your patience.
******
Initial Complaint
Date:06/04/2025
Type:Sales and Advertising 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.
My husband and I purchased two Trane units from Constellation in April 2024. About a month or so after installation we started having issues. One day the ac wouldnt even work. Keep in mind we paid $35,000 for these units. Constellation initially told me there was no issue. They had me hire all kinds of plumbers and handymen. They all said its an ac issue. Constellation finally admitted there were several installation issues. In fact, they fired the crew that installed my ac. My address is ***************************************The ac unit still is not working right. The humidity is high. Constellation keeps replacing the thermostat telling me its that. I had an independent contractor observe the unit who said the unit is improperly installed still. Constellation keeps saying the issue is the Trane thermostat.
Business Response
Date: 06/09/2025
Ms. ***,

Thank you for reaching out to Trane Consumer Relations. I have sent a direct email with your escalated case number, 07670844, in the subject line. This email is requesting additional information required to fully review your complaint. Please respond directly to that email with the requested information.
Thank you,
*****
Trane Consumer Relations
Customer Answer
Date: 06/09/2025

I am rejecting this response because:
I sent additional documents and they have not yet resolved the issue.
Business Response
Date: 06/09/2025
Ms. ***,

Thank you for your response and directly providing the communication between yourself and your dealer. As detailed in my direct communication, the case is pending the on site visit your dealer has scheduled with technical support since your dealer has not provided you with any service notes/invoices. As explained, until this visit has been completed and the findings/possible directions are provided from technical support. This visit, per the communication you've provided, is scheduled for 6/13/25. I will update you directly once any new information has been provided to me after it has been completed.
Thank you
*****
Trane Consumer Relations
Customer Answer
Date: 06/09/2025

I am rejecting this response because: The manufacturer has not resolved the issue, only set a site visit.
Initial Complaint
Date:05/30/2025
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.
08/11/2023:Dispatch # ********* Tech found upstairs Trans split heat pump unit low in Freon. (MN 4TWR4030G1000AB SN 21204GLB4F). He recharged the system with 2lbs of Freon and added leak seal. Policy paid $234.85 via check to the technician for the refrigerant.09/15/2023:Dispatch # ********* Tech found upstairs breaker for Trane split heat pump tripped. The tech found the compressor to be shorted. (MN 4TWR4030G1000AB SN 21204GLB4F). We found the unit to be under warranty.09/22/2023:Dispatch # ********* Our tech replaced the compressor on the upstairs Trane split heat pump and recharged the system with Freon. (MN 4TWR4030G1000AB SN 21204GLB4F)The compressor was under warranty. No money for Freon was collected at the ??me for Freon charges. The charges were covered under the home warranty policy.04/22/2025:Dispatch # ********* Our tech found upstairs Trane split heat pump extremely low in Freon. He performed a leak search and found the evaporator coil to be leaking. (MN 4TWR4030G1000AB SN 21204GLB4F)04/30/2025:Dispatch # ********* Our tech replaced the evaporator coil for the upstairs Trane split heat pump. (MN TWR4030G1000AB SN 21204GLB4F) The tech recharged the unit with Freon and the *** policy holder paid $770 to the tech for the cost of Freon.
Business Response
Date: 06/02/2025
Dear Ms. ******************** you for contacting Trane Customer Relations regarding your concern. To further assist you, we will be contacted directly so we can then determine the best way to assist you.
Thank you for your contact.

Best, Dawn
Initial Complaint
Date:05/22/2025
Type:Product Issues
Status:
ResolvedMore 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 a A/C from this company and within 2.2 years the 1st part broke that was deemed defective and cost me ******* to replace and then not even 2 months later another part broke that is now costing me almost ******* to replace. The part was supposed to be there within 6 to 8 weeks as they said they were having sourcing issues and it was taking longer than expected. I have contacted the customer service and asked why a system this new would require so much maintenance and have been given the run around and communication has stopped when I ask questions. I have been with a portable A/C which has run up my electric bill since it has to run 24/7 cause I have pets at home. The quality of this unit is obvious something they should not take pride in. I am beyond frustrated with this company and the level of customer service they provide.
Business Response
Date: 05/27/2025

THIS IS THE ****RMATION THAT WAS SENT TO THE CUSTOMER CARE TEAM ON 5/19/25 FOR THE 2ND TIME. THE COMPANY WHO SUBMITTED THE **** ALSO SENT IT AS WELL.

***** *****
HVAC Service Manager
Blue Collar Home Services
~ previously ***************** Heating & Cooling ~
  **************
  *************************************************


**********************

***************************************

To process your case, we need the following information:

Part number(s): To confirm we are expediting the correct part.  COL29170
Date the order was placed: To verify the order details. 4/7/25 Order #********
Current Order Priority: (Stock, Rush, or Emergency). Your dealer can contact the local parts counter to change the order priority. Please note that stock orders cannot be expedited. This has been updated to Rush and was issued a Case #********

Also, please provide us with the diagnostic of the proposed repair that you are seeking assistance with.
Diagnosis:
On arrival the system had multiple oil spots on condenser. The homeowner was saying the unit was running but pushing out warm air. After further investigation I found the condenser coil to be leaking refrigerant. Suction pressure was 78. Delta t was 9.5 and system was freezing over on the evaporator coil. Charged for standard diagnostic to include leak search.

Customer Answer
Date: 05/29/2025

I am rejecting this response because:
This is the response I sent not the business

Business Response
Date: 05/30/2025
Dear Mr. ***************** are currently in contact with you directly regarding your part expedite and cost assistance requests. We will let you know as soon as we have additional information.
Thank you for your contact.
Trane Consumer Relations
Customer Answer
Date: 06/02/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

Thank you.
Initial Complaint
Date:05/22/2025
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 got a new A/C unit installed on 11/19/2024. We noticed that the unit was defective on 03/31/2025 (freon leak inside the unit). An attempt to repair the unit was done by our dealer/installer on 04/10/2025 (welding the leaking pipe). Unfortunately, the repair did not work out and a new replacement coil was ordered. The replacement coil was finally received on 05/06/2025 and the installation was made on 05/16/2025. Again, the repair did not work because the coil was not the right size for our unit (too small). On 05/21/2025, the machine is still defective and we do not have any air conditioning. Trane was made aware of the problem on 04/04/2025 because we did not trust the repair that was attempted on our unit which finally did not work. We ask Trane and our dealer to replace the coil or the whole A/C unit. We paid 4600$ to get our air conditioning system to be replaced in November 2024. The unit is under warranty for parts for 10 years and labor from our dealer for a year.
Business Response
Date: 05/23/2025
Mr. ********,
Thank you for contacting consumer relations regarding your concerns. We apologize for the inconvenience you are dealing with and aim to best solve your problem. To do so I will need to collect baseline information such as the order number for the order placed by your dealer, the part number, 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.
Regards,
*** R
Customer Answer
Date: 05/23/2025

I am rejecting this response because:
Since the beginning, Trane customer support is always answering the same way. They have all the informations about my dealer (Contractair)and the wholesaler (South Florida appliances) where my dealer got the Trane A/C unit. Trane customer support should contact them DIRECTLY and make the process easier to get the replacement part needed as fast as possible. Trane customer support even have all the information about my A/C (model and serial number). It should be very easy for them to find out which part number is needed, where and when we can get it. They always answer that they can expedite the order but they make no efforts to collect the information and contact the dealer/wholesaler.
The service on their part is unacceptable and it is their machine that is defective from the beginning (leak). They are responsible to provide replacement parts so we can get our A/C unit fixed as soon as possible.
Business Response
Date: 05/30/2025
Mr. ********,
Thank you for contacting consumer relations regarding your concerns. We apologize for the inconvenience you are dealing with and aim to best solve your problem. To do so I will need to collect baseline information such as the order number for the order placed by your dealer, the part number, the date the order was placed, and the current estimated arrival time. Please be advised consumer relations does not have direct access to parts information, such as availability, or the ability to place orders for on behalf of consumers or independently owned hvac providers. Once the requested information has been provided, I can provide further assistance. Thank you for your patience.
Regards,
*** R
Customer Answer
Date: 06/02/2025

I am rejecting this response because:
As I stated earlier, I am very disappointed with Trane customer support. My ac unit is defective since March 31. The problem is a defective coil that my dealer finally received and tried to install on May 16th. Unfortunately, the coil received was not the right size. Since then, I expected a new coil to be ordered from my dealer. My dealer is telling me that he cannot get a replacing coil from Trane or his supplier (South Florida Appliance). As a Trane customer support, I would expect someone to take care of the situation. I would expect that person to contact all the parties involved in the situation and to find out how to resolve the situation as soon as possible. I would expect the customer support to ease the process to get a replacement part. I consider that Trane is responsible to provide parts for a defective ac unit which is defective and well below one year warranty. I would expect customer support to be in contact with ******************** supply and the dealer to find a way to solve the situation. If Trane customer support cannot do that, in what kind of situation can they provide any help/support to a customer.
Business Response
Date: 06/03/2025
Hello,
Thank you for your ********** the manufacturer, Trane has fully honored the warranty. Trane has also tried to assist the consumer outside of what the manufacturer warranty covers regarding the order placed by his dealer with a third-party distributor. The consumer's dealer is not an independently owned Trane dealer and is currently working with a third-party distributor. Trane has informed both the consumer and dealer that the correct part will need to be ordered, as we have already provided the dealer with the original part placed by the dealer. The consumer has been informed that there are options to have his dealer work with the local Trane distributor to place the order or for the consumer to work with an independently owned Trane dealer in his area if additional technical support is needed to complete the repair. At this time, there is nothing further Trane will be able to assist the consumer with until the above steps have been completed.

Regards,
*** *.
Initial Complaint
Date:05/15/2025
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.
Here's what happened to me with my Trane AC Warranty be prepared. I shouldn't have paid for a part. I purchased a Trane AC for my house and the Warranty was done correctly 9 years ago. I have a beautiful Warranty letter from Trane stating all my covered parts and more for 10 yrs. I did my Warranty paper work within 60 days after I bought it and had it installed. My unit stopped working properly on May 4th 2025 so I called a ********** for service. They were great and came out and pointed to the problem right a way. My ************** went bad. The ******* said my unit was 9 years old and took the serial numbers and said I should be covered. He went to the Trane warehouse in AZ the next day to get the part and Trane told him my unit was never Warranty. So I had to pay for the part. $600. I did. The ******* put the part in and I paid them for their service fees. I looked for a week and found my beautiful Trane Warranty letter I got 9 years ago and I called Trane. Here we go- Trane looked me up and the Warranty lady asked me if I had refinance or did a Trust or if I sold the house. I had done a living Trust. "Supposedly" she said, quote. Trane has a service that notifies them when a house changes names because the Warranties are not transferable unless you pay a fee. I never sold the house, I own it and because of what ever their system does it stopped my Warranty. Well, she realized that Trane had made a mistake with their system because I own the house and therefore my Warranty was good. She reinstated my Warrantee for the remaining year I have left but guess what? I'm out the $800 for the part because their system said the unit "wasn't Warranty" I want my money back, I did everything right. And if you have a Trane and refinanced or Living Trust you better call the Trane ******************* ************* before you have a problem and make sure your Warranty is still active and not invalid because of Trane's system that monitors if a home is sold over otherwise.
Business Response
Date: 05/23/2025
Mr. *******,
Thank you for you contacting Trane consumer realtions regarding your concerns. We apologize for the inconvenience you are dealing with and aim to best resolve your issue. I have reached out via your case with us, and look forward to hearing from you.

Regards,
*** R
Initial Complaint
Date:05/09/2025
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 equipment has a leak checked all connectors no leaks can't find the leak would like replacement.
Business Response
Date: 05/15/2025
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: ************
******************************
*******************************************************
Initial Complaint
Date:05/08/2025
Type:Service or Repair Issues
Status:
ResolvedMore 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.
My HVAC unit failed due to a design issue. The pipes inside rubbed together and created a leak. It cost over $1700 to repair. I would like reimbursement for at least half of that amount.
Business Response
Date: 05/09/2025
*************************** you for your response regarding your request for assistance with the cost of labor for a recent repair performed on your Trane equipment. We apologize for the inconvenience this repair may have caused you. As the manufacturer of an applied product, there are a variety of factors which can affect the performance of the equipment including: application, installation, and environment. Trane provides a limited parts warranty which covers the replacement of any mechanical parts on the product. This warranty does not cover labor costs, diagnostic fees, refrigerant, or maintenance.

We have consulted with local Trane technical support in your area,and they have confirmed that the issue you experienced is preventable as stated in the installers guide for your specific unit. Trane suggests that the installing dealer inspects the unit upon installation to ensure that no tubes are vibrating against each other. Trane also suggests that consumers participate in annual preventative maintenance which can catch issues such as this. Unfortunately, issues resulting from installation or lack of preventative maintenance are not covered under warranty. Trane Consumer Relations has offered the maximum allowed amount of $250.00 as a good will gesture. To take advantage of this offer, please reply to this email with acceptance of the goodwill gesture as well as providing your mailing address. This will allow us to process your reimbursement as expediently as possible. It can take up to 3-4 weeks for the reimbursement to process. I look forward to your response.

Thank you,

***** *.
Customer Answer
Date: 05/09/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
My address is
*******************************************
**** TX *****, ******************;

Thank you.
Initial Complaint
Date:05/04/2025
Type:Product 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 is an update and continuation of Complaint #********.I purchased an American Standard Furnace for my new home on 11-16-21. It was installed on 3-15-22. Immediately during installation, it needed a new Combustion Fan (Part #BLW01401). Since installation, the same part has failed a total of (6) times. The dates for each additional replacement of the Combustion Fan are 5-4-24, 10-4-24, 1-9-25, 2-26-25 and the latest is 3-1-25. The furnace also now needs a Heat Exchanger which is the essence of the Furnace. The Heat Exchanger is not available to be replaced for 2.5 months. I escalated this issue to American Standards **************************** and to a ***************** at ************ or email at *************************************** On March 5, 2025, Mr. ***** confirmed to me that it was indeed the Heat Exchanger that was needing to be replaced after speaking to my HVAC technician but gave no indication how or when this part would be available. I stated to Mr. ***** that the Furnace is defective. This was further confirmed by another technician sent by Mr. ***** on March 26, 2025. I have asked Mr. ***** in several emails and in a formal letter to either refund me the cost for the defective furnace so I could buy another Furnace plus the labor to install it, or to provide me a new Furnace as I was not going to wait 2.5 months for a Heat Exchanger which is warrantied for 20 years. I was finally shipped the new Heat Exchanger, and it was installed on April 10, 2025. On May 3, 2025, the furnace stopped working again! The furnace is giving off a strong burning smell that sets off my smoke alarms and will not turn on. My home, once again, does not have heat.This furnace has now had installed (1) Heat Exchanger and (6) Combustion Fans in three years and continues to fail because it is defective! I am requesting that it be replaced as it has been proven that the parts are not the issue. The issue is the furnace itself is defective.
Business Response
Date: 05/08/2025
This matter has been looked into by Trane. The homeowner is upset that an independent (not owned by Trane) company is not calling them back or honoring what they were contracted to do. Trane cannot control what an independent company does in their day-to-day business dealings / contracts. The home also informed agent that there were no failed parts with the Trane equipment.
Customer Answer
Date: 05/08/2025

I am rejecting this response because:
I have no idea what their response is referring to? I am not waiting on anyone to call me back on any part.
I have been shipped all of the parts requested and they have been installed, but they continue to fail, and the Furnace is once again inoperable. I have told Trane many times that the issue is not the parts; it is the furnace itself that is defective and needs to be replaced. The furnace is causing the parts to fail. It is only 3 years old!
I have been asking for a replacement furnace for months now. Trane is not honoring their warranty or standing behind their product. That is the issue!

Business Response
Date: 05/23/2025
Your request is declined as you are not working with a Trane dealer.
Customer Answer
Date: 05/27/2025

I am rejecting this response because:

I feel like it won't make a difference no matter what I send so I'm giving up and will just never buy anything made from them ever again and neither will anyone I know.

Thanks anyway.

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