Business Profile

Residential Air Conditioning Contractors

Trane

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Residential Air Conditioning Contractors.

Complaints

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

Customer Complaints Summary

423 total complaints in the last 3 years.
108 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:08/24/2022
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.
we have a leaking trane coil in our residential air conditioner. Bought the unit in 2016 and the coil was replaced in 2020 for leaking. Now in 2022 its leaking again. The dealer says it will be $545 shipping charge. There are none available in our ***********. Although our 10 year parts and labor warranty covers the part cost it doesnt cover shipping. $545 for shipping is absurd for something that weighs about 20 lbs.Every company on the internet gives free shipping. I could ship a piano for $500. There have been numerous complaints with the trane company including a class action lawsuit. Due to the trane ac leaks I feel they should cover the shipping.
Business Response
Date: 09/01/2022
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
Customer Answer
Date: 09/02/2022

Complaint: 17763271

I am rejecting this response because:Its just delay tactics from trane. I want trane to pay for their defective leaking coil . Parts , labor and refrigerant. This is the 3rd leak on their proven defective coils.

Sincerely,

*****************************
Business Response
Date: 09/09/2022
Hello **********************,

You recently submitted an inquiry regarding your issues with your **** equipment. My name is ******* 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: ************
www.trane.com
www.americanstandardair.com
Initial Complaint
Date:08/23/2022
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.
Trane AC unit was installed in a new construction home in December of 2020. In August of 2022, the *** valve failed in the unit. The part took over a week to arrive after it was ordered leaving me with no AC. The cost to repair the unit was over $1800 plus other out of pockets expenses. This is the same valve that Trane settled a class action lawsuit for in September of 2020. Evidently the valve is still failing. Trane refuses to accept any responsibility other than the cost of the valve.
Business Response
Date: 09/01/2022
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:08/23/2022
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 bought a Trane Heating and cooling systerm that was installed by a local heating and cooling company. I bought it because I had looked at the literature and it seemed like a good system. I purchased it for $13,000.00 in June 2020 ,and in good faith, thought it would be great and last for quite a while. On December 31, 2020, I lost my heating due to a leak in the coils. The heating company that installed it, came and fixed it for no charge because it was at the time, only 6 months old. The second leak in the coils happened on August 19, 2022 again, it was a leak in the coil that shorted the compressor. The company that I bought the system through will replace the compressor which is still under warranty, but will not pay for the coolant. To replace the coolant, it will cost me $1414.00. The coolant is not covered under the warranty. If the unit was old and had been around for 5 years, I would be happy to pay for the coolant the fact that this is a new unit and this is the second incident with the coils, I think Trane should either do some due diligence and find out why this is happening to a new unit. I read the numerous complaints about Trane and the defective coils I would think the company would do some damage control and improve their product. I for one will never recommend a Trane system to anyone. I should have stayed with the system that was installed before I chose Trane.
Business Response
Date: 09/01/2022
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
Customer Answer
Date: 09/02/2022

Better Business Bureau:

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

Sincerely,

*****************************
Initial Complaint
Date:08/18/2022
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 built a new home in late 2018 and installed three Trane air conditioners. One of the Trane air conditioners suddenly stopped working in June. The authorized tech (who also installed the unit) informed us that the evaporator coil in the Trane AC needed to be replaced. The tech told us that he had seen this same defect problem recently in many Trane units. The tech checked our warranty with Trane and said that it was good for 5 years, but that it did not include labor. I was disappointed that the warranty did not include labor, but I was happy that at least the defective part was under warranty. The tech reached out to Trane numerous times to replace the warrantied part, but Trane insisted that the warranty was only for 3 years. When my tech showed them the 5 year warranty language also on Tranes own website they acknowledge the inconsistency, but nonetheless refused to stand by warranty. I had no choice but to pay $2,800 to repair my AC and Tranes defective evaporator coil even though the part was clearly under warranty. Trane should be required to stand by its warranty and pay for the defective coil.
Business Response
Date: 08/25/2022
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
Customer Answer
Date: 08/27/2022

Complaint: 17733169

I am rejecting this response because: this is nothing more that a generic/canned response by Trane that they routinely provide when confronted with a BBB complaint. Trane has made absolutely no effort to resolve this matter despite my many request over the past 3 months to address it, No one from **** has ever attempted to reach out to me.

Sincerely,

*************************
Business Response
Date: 08/29/2022
Dear *************************,
Thank you for contacting Trane Consumer Relations regarding your concerns. As a manufacturer of heating and air conditioning equipment, Trane provides a limited warranty that covers the failed component but does not include associated costs such as diagnostic, labor, or refrigerant fees. Because there are a variety of complexities that weigh into the performance of our equipment, and much of that is impacted by the application in which it is installed, Trane chooses to handle each consumer inquiry on a case by case basis by maintaining direct contact with our consumers to reach an amicable resolution. This will allow us to have a dialogue about your concerns without needing to wait for the BBBs system to log and forward each response.
I will be reviewing your complaint and reaching out to you as soon as possible. In order to assist you I will need to gather the serial numbers of all Trane 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. Please have this information ready when I contact you.
If you would like additional support, you may contact us at ************** Monday through Friday between 8:00am and 6:00pm CT.
Thank you for your contact.
Shana
Customer Answer
Date: 08/30/2022

Complaint: 17733169

I am rejecting this response because: Although Trane is finally reaching out to me, we have yet to resolve the warranty issue. I will follow up with Trane and continue to keep BBB apprised.

Sincerely,

*************************
Business Response
Date: 09/06/2022
Dear *************************,
Thank you for reaching out to Trane Consumer Relations. As was previously stated during your contact with our department, Trane has contacted you with an offer of assistance toward your repair. This offer was made precisely because of the experience you have had with our product and exceeds any contractual obligation Trane may have. If you would like to accept this offer, please contact me directly to discuss how to proceed. Thank you for taking the time to provide us with your feedback, we appreciate you voicing your concerns.
*****
Initial Complaint
Date:08/18/2022
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.
I purchased 2 new Trane a/c units 2 years ago and have over a dozen service calls for repairs. Compressors on both units are bad (1 was recently replaced), replaced a fan motor and a run capacitor, and I am constantly having to vacuum the drain lines (every 1-2 weeks) as they are clogging with sludge generated from the a/c units themselves. I contacted Trane corp and all they were willing to do is to refer me to a local dealer, which I've had 2 of them not resolve the continuing issues after spending >$6,000 in repairs for 2 units I purchased new 2 years ago for $15,000. I request a representative employed by Trane inspect the units and the quality of the installation, and provide an equitable solution to the incessant issues with both units.
Business Response
Date: 08/25/2022
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
Customer Answer
Date: 08/29/2022

Complaint: 17729413

I am rejecting this response because: No action has been taken by Trane. The response was "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."

Sincerely,

*************************
Business Response
Date: 09/06/2022
Good morning,
Trane has been in contact with the consumer regarding their case. We will provide an update when the case is marked inactive.
Thank you
Trane Consumer Relations
Initial Complaint
Date:08/08/2022
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.
On 01/11/2017 I received a **** through the *** Energy program. Shortly after, I had to start paying for Freon. This summer, I learned the coil has a leak and the labor is $1700. I had to pay for freon recently. I cannot afford this and has not been using the unit until this heat wave. I believe this defective unit is due to it being a part of a government program and for *** to ful fill it's mandate from the government to the consumer. As a veteran and retiree my income is fixed.
Business Response
Date: 08/04/2022
Good Morning,
I believe you have ** mixed up with the TRANE HVAC equipment manufacture, ******** Standard. Although our name is similar (******** Standard Heating & Cooling), we are just a small hvac install company based in *******, **. We are not the actual manufacturer of ******** Standard equipment, nor are we even a dealer for them. We do apologize for the issue you had with them, we get these mixed complaints often when customers believe they are reviewing the ******** Standard Manufacturer. TRANE is the parent company of ******** standard, I would recommend posting your complaint to their BBB profile. I have attached a link below. Thank you and good luck!

https://www.bbb.org/**/**/********/profile/residential-air-conditioning-contractors/trane-0473-273541/details
Business Response
Date: 08/15/2022
****************,
I have reached out directly to request additional documentation and information. Please check your spam and junk email folder in order to respond with the the requested information.

Thank you,
Consumer Relations Specialist
Glenn
Customer Answer
Date: 08/15/2022

Complaint: 17631818

I am rejecting this response because:Please respond through this method. It is simplier for me. I can provide whatever information you need.

Sincerely,

***************************
Business Response
Date: 08/17/2022
We have been in contact with a ********************* who has provided partial information that was requested and has committed to providing the remaining documentation.

Thank you
Customer Answer
Date: 08/20/2022

Better Business Bureau:

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

Sincerely,

***************************
Initial Complaint
Date:08/05/2022
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 have 2 - 3 ton Trane Air conditioning systems. My systems were installed by a Trane authorized installer and have been under a continuous maintenance agreement with that installer since installation. In June within a 1 week period both air conditioning units failed due to cracks in the evaporator coils. The same part failed in both units within days of each other!! These systems are supposed to last 15 years or more without failure yet I had to identical 4 year old parts fail within the same week. A search of the internet finds that this is a known part defect that Trane is choosing to sweep under the rug and not address. They have sold thousands of units with defective evaporator coils and have not issued a recall or offered to provide cost assistance to homeowners stuck with the repair of these defective coils. For my part the labor and parts **** for the repair of my 2 units was $3480. Trane needs to accept responsibility for the design defect, issue a recall and assist affected homeowners with a remedy to this problem.
Business Response
Date: 08/08/2022
Dear ******,

Thank you for reaching out to Trane Consumer Relations.
As was previously stated during your contact with our department, Trane can offer $600.00 contingent on the signature of a release. This offer was made precisely because of the experience you have had with our product and exceeds any contractual obligation Trane may have. If you would like to accept this offer, please return the release signed.
Thank you for taking the time to provide us with your feedback, we appreciate you voicing your concerns.

********
Customer Answer
Date: 08/08/2022

Complaint: 17676584

I am rejecting this response because:
There is a known design defect in these particular Trane evaporator coils. Some are failing within weeks of new installation. I had 2 coils fail on separate units IN THE SAME WEEK. The only solutions are either a recall and replacement with a new design, or full compensation for my repairs.

Sincerely,

*************************
Business Response
Date: 08/12/2022
Dear ******,,
Thank you for reaching out to Trane Consumer Relations.

As was previously stated during your contact with our department, Trane can offer you $600.00. This offer was made precisely because of the experience you have had with our product and exceeds any contractual obligation Trane may have. If you would like to accept this offer, please contact me directly to discuss how to proceed.

Thank you for taking the time to provide us with your feedback, we appreciate you voicing your concerns.
********
Initial Complaint
Date:08/05/2022
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.
On July 29, 2022 I initiated a warranty repair on a Trane air system. The temperature in my house is around 90 degrees and has been since the unit failed. I was told that the necessary part would take two weeks to arrive. I called Trane customer service and they advised they could help. After four days, they still have not assigned anyone to resolve my issue. Furthermore, they advise that they cannot reach anyone in the appropriate department. No one on Trane's end seems interested in helping me and my young children are struggling in this heat. Please help.
Business Response
Date: 08/12/2022
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: 08/17/2022

Complaint: 17671781

I am rejecting this response because:
I have so far received no response from Trane Technologies.

Sincerely,

*****************************
Business Response
Date: 08/19/2022
Dear **********************,
We apologize that you have not received our response. We have contacted you directly at the email you provided in order to have a dialogue about your concerns without needing to wait for the BBBs system to log and forward each response. If you have not received our reply in your inbox, we recommend checking your spam folder as well.
If you would like additional support, you may contact us at ************** Monday through Friday between 8:00am and 6:00pm **.
Thank you for your contact.
******
Initial Complaint
Date:08/03/2022
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.
Our less than 5 year old Trane XL15c Gas Pack system had a major break down this week. It is covered by a 10 year parts warranty. A service call and leak test was performed costing $350 and the servicer is saying that the evaporator coil is the problem and needs to be replaced. While the part is covered the repair cost is still $2300. Trane's website has a repair or replace calculator that says to multiply the age in years times the cost to repair if this amount is over **** then you should replace the unit. This is not our first Trane unit to break down prematurely. The new home we purchased in **** had two Trane units that ended up having major breakdowns (evaporator completely rusted and fell apart 2012, heat exchanger rusted through 2017) both units were replaced at my cost. I was led to believe that the problems with the coil and the heat exchanger had been addressed and that the 10 year extended warranty was security. Now I am faced with throwing more good money after bad on a unit that by Trane's own advice should be replaced but they won't do so with the expectation that the unit will fail again at even greater cost in the near future.
Business Response
Date: 08/12/2022
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:08/02/2022
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.
Brand new Trane AC system installed Q1 2020 is already having issues. So far its taken 2 months of "repairs' and its still not working properly. Installer was *********************** in ********** ***** and the installation was done in newly built home.
Business Response
Date: 08/10/2022
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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Trane is NOT a BBB Accredited Business.