Residential Air Conditioning Contractors
TraneHeadquarters
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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.
If you've experienced an issue
Submit a ComplaintThe 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:08/08/2022
Type:Product IssuesStatus: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.
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: 08/15/2022
****************,
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
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: 08/17/2022
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 IssuesStatus: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.
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.
ected homeowners with a remedy to this problem.
Sincerely,
*************************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.
********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 IssuesStatus: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.
Complaint: 17671781
I am rejecting this response because:I have so far received no response from Trane Technologies.
Sincerely,
*****************************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
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 IssuesStatus: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 IssuesStatus: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
Initial Complaint
Date:08/01/2022
Type:Service or Repair IssuesStatus: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 condenser/coils of our Trane **** system began corroding in only year 5 after our ********************************************************************** refrigerant leaking out of the system costing us an extra $100 monthly in energy expenses and requiring us to pay $4,000 to an **** company to remove the defective, corroded, leaking condenser/coil and install a new condenser/coil. The condenser/coil is currently under warranty with Trane, but Trane's current policy is to only release the replacement part to an **** contractor and not to us the purchaser of the system. This is a real problem for us as we are looking for a new **** contractor. Therefore, unreasonable time is being consumed as we pay an additional $100 every month for energy due to the coil leaking out refrigerant from our **** and as we, the consumers, under current Trane policy, we cannot get the warranty-covered replacement part while we are in the process of identifying a new **** contractor to install it. We need the new condenser/coil in our possession asap so as when we've found a highly qualified and competent contractor we can have the part installed as we have lost confidence in our current **** contractor's abilities to maintain our system as it was ******************* and NOT our current **** company that identified the corroded and leaking condenser/coils. The biggest issue is the negligence of the Trane company selling us a Trane **** that has a defective condenser/coil that is prematurely rusting and leaking. We are senior citizens, now in the position of having to make a very costly repair of our **** that is less than 7 years old, while paying an excess energy cost monthly of $100, and that additional expense is increasing every month. We purchased this Trane **** December, ****************************** *********, *********************************************, and it is a 3.5 ton 15 seer **** system. Our names are ***** and ******************* at ****************************************************.Business Response
Date: 08/10/2022
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:08/01/2022
Type:Customer Service IssuesStatus: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.
Complaint: 17650742
I am rejecting this response because: its an automated response that they have revived the inquiry but nothing concrete
Sincerely,
*********************** the service reports from past 2 years.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
Business Response
Date: 08/22/2022
Hello,
Thank you for you patience. I have reached out to you directly to obtain additional documentation/information.
Trane Senior Escalation Specialist
*****
Customer Answer
Date: 08/25/2022
Complaint: 17650742
I am rejecting this response because ***** reached out to me and he didnt help me in resolving my matter. They have a standard template where they copy/ paste and reply. He was of no help and he didnt even review the attachments as when I emailed him within 2 min he replied and the replied looked like it was a copy paste. This behavior from trane is just not acceptable.
Sincerely,
***********************Business Response
Date: 08/26/2022
Hello,
As discussed directly when the requested information about your units was provided it was found your warranty had expired 12/20/2017. With no warranty in place the consumer is responsible for any and all costs associated to repair. It was also explained the time period has passed in which to purchase an extended warranty from the manufacturer, but you were advised you could seek such options from your local Trane dealers at the dealers discretion to provide. Once more, we advised you that you must be a state licensed HVAC dealer in order to purchase parts from the manufacturer. I apologize again, but the requests you have made are unable to be met for the above reasons.
Thank you,
*****
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