Business Profile

Residential Air Conditioning Contractors

Trane

Headquarters

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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

428 total complaints in the last 3 years.
113 complaints closed in the last 12 months.

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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:12/30/2022
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 house October 1, 2021, when we purchased the house we were told they had a ****************************************************************** 2016, so we had another 5 years left on the warranty. We didnt need to use the warranty until recently, when we went to use it we were informed the warranty expired because it went back to base because we did not transfer the warranty into our name within 90 days. We were never told we had to transfer it into our name. When talking to the employees, they couldnt tell me ANYWHERE that it stated it had to be transferred into our name within 90 days of purchasing the house. They never sent out anything stating the warranty was being canceled or anything. They said they cant help us at all with getting the warranty reinstated. Also multiple employees hung up the phone on us!
Business Response
Date: 01/09/2023
Good afternoon,
Thank you for taking the time to provide your feedback. We are currently experiencing some delays in our response time. A representative will be reviewing your case and reaching out to you directly as soon as possible. Thank you for your continued patience.
Trane Consumer Relations
Initial Complaint
Date:12/28/2022
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 am rejecting this response because:
It is true that ******** has reached out to me and we are in contact. She seems willing to assist and is working the case.
However, the situation remains as-is - and no solution has been provided. We remain without heat in the middle of winter and trane has taken several weeks to begin processing my case. I ask that my case be taken seriously by trane and to resolve the matter with a newly installed working furnace as soon as possible. I'd also like to be refunded for all the additional costs associated with the failure of the equipment which is under warranty. I have been timely in my responses to trane and the **** company who installed the equipment and who has been diligently working the problem has been responsive to ********** It is now time for trane to step up and replace the faulty furnace which is under warranty. Thank you!
urgency in resolving our warranty claim. I ask this be escalated and that the company replace our broken furnace under warranty as soon as possible this furnace is clearly not repairable.
Business Response
Date: 01/03/2023
******************,
My name is ***, from Trane consumer relations, and I will be reviewing your case, case #********. I have reached out to you via email.
Respectfully,
**********
Business Response
Date: 01/06/2023
hello,
I have reached out to you via email through your case
**********
Customer Answer
Date: 01/06/2023

I am rejecting this response because:
While the representative has reached out on email, and appears to be working the case, no resolution has been provided. There appears to be an effort on their part to blame the furnace issue on my electrical system, despite having disclosed all my efforts to mitigate any electrical issues including running a brand new wire to the furnace by an electrician as well as having the power company out. There are also no other electrical issues in the house with other appliances or any other issue other than 3 control boards failing on the furnace. It appears trane is failing to take responsibility for the failure of the furnace despite it being under warranty and I continue to be without heat. I ask that trane make me whole on the failure of the furnace as required by the warranty. Thank you.
Customer Answer
Date: 01/13/2023
Date Sent: 1/12/2023 5:11:03 PM

I am rejecting this response because:
Trane hasn't done anything as of yet to resolve the broken furnace which is supposed to be covered under warranty. We remain without heat for months in Winter. We have followed through on every step asked of us. Two separate HVAC installers have inspected the furnace and have stated the furnace should replaced under warranty due to 3 control boards having failed consecutively.

Customer Answer
Date: 01/12/2023

I am rejecting this response because:
Trane hasn't done anything as of yet to resolve the broken furnace which is supposed to be covered under warranty. We remain without heat for months in Winter. We have followed through on every step asked of us. Two separate HVAC installers have inspected the furnace and have stated the furnace should replaced under warranty due to 3 control boards having failed consecutively.
Business Response
Date: 01/12/2023
Good morning,
Trane has been in contact with the consumer directly regarding the next steps. Trane will provide an update when the case is resolved.
Thank you
Trane Consumer Relations
Business Response
Date: 01/13/2023
Good afternoon,
Trane has been in contact with the consumer directly regarding the next steps. Trane will provide an update when the case is resolved.
Thank you
Trane Consumer Relations
Customer Answer
Date: 01/19/2023

I am rejecting this response because:
Representatives from Trane have been in contacting me. However Trane has not provided a resolution and we remain without heat now in our 4th month. Imagine being without heat for 4 months in Winter. How would that make you feel? We have also experienced very significant costs on this issue even though the furnace is under warranty and Trane has not yet indicated they would help cover any of these costs despite the fact that Trane has not had any sense of urgency in resolving the matter. I would like Trane to replace the furnace and reimburse me for the costs I have incurred with the **** companies as well as significant increases in my power bills during these Winter months since we must use space heaters just to not freeze. Space heaters do not make for a very comfortable living environment and cost more than twice as much to operate. About $300 per month more. I specifically purchased a high efficiency furnace that was supposed to save me money on my power bills.
Business Response
Date: 01/20/2023
Good afternoon,

Thank you for your response. Trane technical support is scheduled to complete a site visit with the independently owned dealer. Once the site visit is completed Trane will review to determine the next steps. Trane will provide an update once determined.
Thank you
Initial Complaint
Date:12/21/2022
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 bought a new 3.5 ton TRANE AC in May 2021 for a rental home (Warranty #********) . My tenant recently reported the heat was not working. The **** Tech discovered the coil is leaking and the refrigerant is gone. I have been quoted $1,200 to repair the unit, and refill the lost refrigerant. My **** contractor informs me they contacted you, and you will not stand by your product. Seventeen months is a very short time for a brand new unit to fail. I see there are similar complaints filed against Trane for this issue. Trane AC units were once considered a quality product by a reputable company. This is a recurring problem that Trane should notify its customers about. I am requesting reimbursement for this repair.
Business Response
Date: 12/29/2022
Thank you for reaching out to Trane regarding your concerns. We are sorry to hear that you are unhappy with your product and experience. In order to better serve you, we typically like to work with our consumers directly. We have created an internal case for you, case number *******, which will be assigned to a representative for review. This representative will reach out to you to discuss your concerns and how we may assist you. We are experiencing some delays in our response times but will reach out to you as soon as possible. Thank you for your patience while we look into this matter.

Sincerely,
Trane Consumer Relations
Initial Complaint
Date:12/20/2022
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 am rejecting this response because:

The company has finally contacted me yesterday and I have a bill of $950 to fix the unit and they said they would pay me $500 of that. I am not happy with that because I feel that they know not all the coils in their units are in good working order. I dont think I should have to pay anything. Im not satisfied if thats what you want to know. Thanks for your help.

Business Response
Date: 12/28/2022
Thank you for reaching out to Trane regarding your concerns. We are sorry to hear that you are unhappy with your product and experience. In order to better serve you, we typically like to work with our consumers directly. We do have a pending case for you, which will be assigned to a representative for review. This representative will reach out to you to discuss your concerns and how we may assist you. We are experiencing some delays in our response times due to higher than anticipated volume and the holidays. We will reach out to you as soon as possible. Thank you for your patience while we look into this matter.

Sincerely,

Trane Consumer Relations
Business Response
Date: 01/10/2023
**************,
As the manufacturer, Trane provides a limited parts warranty. Please be aware that our warranty covers the functional parts that we manufacture because we are responsible for the quality of those parts. The warranty does not cover labor, refrigerant, diagnostics or service calls because we are not responsible for the quality nor pricing of these products and services as those products/services and pricing are provided and set by your dealer, who is a separate business entirely.
As the limited parts warranty clearly states all charges associated to any repair, outside the cost of the warranty replaced parts, are the responsibility of the consumer, any offer extended is made as a goodwill gesture on behalf of the manufacturer and is in no way a requirement by law.

Thank you.
Initial Complaint
Date:12/16/2022
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.
On 6.9.21 we purchased our Condo, new and equipped with a Trane A/C System. We were the 10th Condo purchased in the complex. Two weeks ago our A/C system had a system failure. Much to our surprise, a ********************************************************************** excess of $1,900.00 from an authorized Trane repair center. I spoke with the building manager to gain access to the unit, and found that I was either the 7th or the 8th homeowner to have the same issue. All other units experienced the same system failure of the compressor, with us being the 10th unit sold out of 52 built.This issue is a failure on Trane's end, it is systematic and wide-spread. You failed in your quality control measures in ether your assembly or monitoring your supplier facilities. In either regard, passing off your mistakes and shortcomings to your buyers is not a business practice I would expect from your company.I request reimbursement for the cost to repair the faulty unit in excess of $1,900 which I had to cover for your company's quality failures. My unit has lasted less than 1/10th of the projected lifespan. Apparently, you have been aware of this issue as the service technician stated that out of the ordinary special handling was required to determine the cause of equipment failure.
Business Response
Date: 12/27/2022
Thank you for reaching out to Trane regarding your concerns. We are sorry to hear that you are unhappy with your product and experience. In order to better serve you, we typically like to work with our consumers directly. We have created an internal case for you, case number *******, which will be assigned to a representative for review. This representative will reach out to you to discuss your concerns and how we may assist you. We are experiencing some delays in our response times due to the holidays. We will reach out to you as soon as possible. Thank you for your patience while we look into this matter.

Sincerely,
Trane Consumer Relations
Initial Complaint
Date:12/15/2022
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 new American standard HVAC unit installed on May 10 2022. The unit had a coil leak and ran all the time . My electric bills were averaging around 350 per month till the new unit was installed. After this high efficacy unit was installed my electric bills went up to 550 average per month. I called the installer and they found a faulty coil from the factory. I called the company and sent all requested bills . They have not called me to resolve this. The company should pay for my over charges on electric due to the failed part. four months at 200 per month.
Business Response
Date: 12/22/2022
Thank you for reaching out to Trane regarding your concerns. We are sorry to hear that you are unhappy with your product and experience. In order to better serve you, we typically like to work with our consumers directly. We have created an internal case for you, case number *******, which will be assigned to a representative for review. This representative will reach out to you to discuss your concerns and how we may assist you. We are experiencing some delays in our response times but will reach out to you as soon as possible. Thank you for your patience while we look into this matter.

Sincerely,

Trane Consumer Relations
Initial Complaint
Date:12/09/2022
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.

I am rejecting this response because I'm awaiting resolution by Trane of my complaint.

ese expenses to fix and service this system and should be reimbursed for theses added and unexpected costs. I filed a complaint directly with Trane (via their complaint department website) on Nov 29, ********************************************************************************************************************************************* 48hrs. Serial #:********** Model: ***************
Business Response
Date: 12/19/2022
Good morning,
Thank you for taking the time to provide your feedback. We are currently experiencing some delays in our response time. A representative will be reviewing your case and reaching out to you directly as soon as possible. Thank you for your continued patience.
Trane Consumer Relations
Customer Answer
Date: 12/22/2022

I am rejecting this response because I am awaiting a fair resolution to this case. I do not accept Trane's "goodwill gesture" that was offered via email.

Business Response
Date: 12/22/2022
Hello ******************,
Thank you for contacting Trane Consumer Relations. I've reached out to you via email, case # ********, and am waiting on your response.
Respectfully,
***
Business Response
Date: 12/28/2022
Hello ******************,

Thank you for contacting Trane Consumer Relations. I will be review your case, # ********, and will reach out to you through your case.

Respectfully,
***
Customer Answer
Date: 12/30/2022

I am rejecting this response because I'm still awaiting a fair resolution to my case.

Customer Answer
Date: 12/30/2022
Date Sent: 12/30/2022 10:37:11 AM

I am rejecting this response because I'm still awaiting a fair resolution to my case.
Business Response
Date: 01/03/2023
Hello ******************,

Thank you for contacting Trane Consumer Relations. I am reviewing your case, # ********, and have reached out to you there.

Respectfully,
***
Customer Answer
Date: 01/05/2023

I am rejecting this response:
To resolve our complaint, we are asking for 75% of the cost share on the October invoice of $3095 to replace the Trane coil in addition to another 5 year parts warranty on the new coil that was just replaced. We will agree to all future service costs associated with our system.

Many thanks for your help!

Business Response
Date: 01/06/2023
hello,
I have submitted another offer for your review.
Kim
Customer Answer
Date: 01/09/2023

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:12/08/2022
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 home constructed by Meritage on Dec 15, 2017. It came with a NEW A/C unit that is manufactured by Trane, Serial #**********. ******************** provides 5 year warranty. Our compressor broke in Oct 2022, which is just under 5 year warranty. We contacted Trane Consumer Relations on Dec 5, 2022 and we are denied compressor replacement.
Business Response
Date: 12/19/2022
Good morning,
Thank you for taking the time to provide your feedback. We are currently experiencing some delays in our response time. A representative will be reviewing your case and reaching out to you directly as soon as possible. Thank you for your continued patience.
Trane Consumer Relations
Initial Complaint
Date:12/02/2022
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 am rejecting this response because:

Trane contacted me (**************) on Dec. 6 about part ordered May 23, told part was shipped Dec. 2 but would call back that day with info on where shipped & tracking number. Have not received any further info, called them on Dec. 9, 12, 13 and ************** has not returned any of my calls. He has no means of direct contact, have to call Consumer Relations and they leave him a message. Any further assistance available to help me with this, been waiting since May 23 for this part to fix my air conditioner.
Business Response
Date: 12/06/2022
Hello, My name is ************** and I will be assisting this homeowner in resolving this matter. I have called the homeowner earlier today and provided my contact information and case number in Trane consumer relations. I am waiting on their call back to provide them with a update on the parts arrival.
Customer Answer
Date: 12/18/2022

I am rejecting this response because:
I have still not received any answer on the air conditioner air handler motor I have been waiting for since May 23, 2022. ************** again contacted me on Dec **************************************************** getting approval to replace the air handler unit. He stated he would contact by the end of the week. This did not happen and tomorrow will be another 5 days without any definite info on how or when this is to be resolved.
Business Response
Date: 12/14/2022
Agent has contacted homeowner and provided update on part order.
Business Response
Date: 12/21/2022
I have talked to the homeowner today. They are moving forward with Trane's offer of assistance with portable units till the part arrives. Also we are working with the tech support to come up with a substitute part that will restore heat.
Customer Answer
Date: 12/23/2022

I am rejecting this response because:
Again, this motor was ordered on May 23. Spoke with ************** on Dec 21, this was my 12th call to customer service on this issue. He stated he tried to just get a new air handler unit authorized but that was rejected. So he told me he was authorized to have an alternative motor put in till a factory motor was available, this motor would turn on and off as air conditioning was needed. The company that installed my unit already put in a different type of motor but it runs 24 hours a day. This causes excessive humidity so I had to purchase a dehumidifier; I sent Me. Mends the invoice for this purchase. Because this motor runs continuously my electric bill has averaged $50 - 60 more each month since May. I thought this was being resolved on Dec 21, ************** said an alternative motor that will turn on/off as needed was authorized and my ac installer would get a call that day. They have still not heard anything from Trane, neither have I. Again, if there is an issue from Trane on this alternative motor nobody has taken the time to call or text me. I talked to my ac installer a few minutes ago and again nobody has called them.
Customer Answer
Date: 12/28/2022

Date Sent: 12/23/2022 12:23:46 PM

I am rejecting this response because:
Again, this motor was ordered on May 23. Spoke with ************** on Dec 21, this was my 12th call to customer service on this issue. He stated he tried to just get a new air handler unit authorized but that was rejected. So he told me he was authorized to have an alternative motor put in till a factory motor was available, this motor would turn on and off as air conditioning was needed. The company that installed my unit already put in a different type of motor but it runs 24 hours a day. This causes excessive humidity so I had to purchase a dehumidifier; I sent Me. Mends the invoice for this purchase. Because this motor runs continuously my electric bill has averaged $50 - 60 more each month since May. I thought this was being resolved on Dec 21, ************** said an alternative motor that will turn on/off as needed was authorized and my ac installer would get a call that day. They have still not heard anything from Trane, neither have I. Again, if there is an issue from Trane on this alternative motor nobody has taken the time to call or text me. I talked to my ac installer a few minutes ago and again nobody has called them.
Business Response
Date: 12/29/2022
Trane is still actively working on sending the part. In the mean time we have offered up to $500 toward portable that the h/o has already submitted for reimbursement.
Customer Answer
Date: 12/29/2022

I am rejecting this response because:
Still waiting since May 23rd for an air handler motor. On Dec. 7 I was told one was shipped on Dec 2nd. I was told I would get a call back with the tracking info - that didn't happen. After a week and 4 calls to customer service I received a call on Dec. 14 that ************** was putting in for a replacement unit due to the nearly 7 month wait - told I would get an answer by Dec 16. That didn't happen. Had to call customer service 3 times and finally got a call on Dec. 21. Told an alternate motor was authorized and ************** said my authorized dealer would get a call that day. That didn't happen. I have had to call customer service 14 times already and am no closer to getting an answer than when I started. The most frustrating thing is being told one thing and then when it doesn't happen I have to call customer service for them to just tell me ************** is not available.

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