Complaints

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

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• 

  Trane

  800 Beaty St STE E Davidson, NC 28036-6924

• 

  Trane

  10947 Golden West Dr Suite 100 Hunt Valley, MD 21031-1341

• 

  Trane Manufacturing

  8929 Western Way Jacksonville, FL 32256

• 

  Trane Technologies

  141 Killian Commons Pkwy Columbia, SC 29203

• 

  Trane Technologies

  2701 Wilma Rudolph Blvd Clarksville, TN 37040

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:12/09/2024

  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 writing to formally request Tranes intervention in resolving an ongoing issue with the 4-ton heat pump unit installed in my home one year ago. Despite repeated service calls and troubleshooting efforts by the installer, the unit has failed to perform as expected, resulting in substantial inconvenience, financial burden, and frustration.Background Details:Unit Details:2-Ton Unit: Model 4TWX7024E1000AA, Serial 23193LGB5F.4-Ton Unit: Model 4TWX7048E1000AA, Serial 23245NGNHF.Issue Summary:1.From the start, the 4-ton unit (Model 4TWX7048E1000AA) has struggled to produce proper heat.2.During colder months, my electric bills have averaged $1,000, far exceeding typical heating costs and inconsistent with the advertised efficiency of Trane heat pumps.3.The unit now barely holds pressure and cannot heat the house above 62F, leaving my family without reliable heat during winter.Installers Efforts:The installer has made countless trips to test, inspect, and troubleshoot the system, including pressure tests and other diagnostic measures. Despite their best efforts, the issue persists, and the unit remains incapable of performing its intended function.Request:Given the consistent and unresolved problems with this unit, I firmly believe the 4-ton heat pump is defective. I am requesting that Trane replace this unit with a new, fully functional one that meets the performance standards outlined in Tranes marketing and product specifications.Desired Outcome:Immediate replacement of the defective 4-ton heat pump (Model 4TWX7048E1000AA, Serial ********************* that the new unit will be thoroughly tested and verified for proper operation before installation.I have always trusted Trane as a reputable brand known for reliability and efficiency. I hope you will honor your commitment to customer satisfaction and resolve this issue promptly.Thank you for your attention to this matter. I look forward to your response.

  Business Response

  Date: 12/16/2024

  Dear ***** ****,

  Thank you for contacting Trane Consumer Relations regarding your concerns.

  In order to assist you I will need to gather the serial numbers of all ******************** products installed in
  your home, service documentation regarding preventative maintenance performed on your
  equipment, and repair invoice(s) for work completed by your local technician. Once this
  information has been provided; I can determine how we may best assist you.

  
  Thank you for your contact.
  ********

  Customer Answer

  Date: 12/16/2024

  Adding my invoice from installation less than one year ago. 
  

  Business Response

  Date: 12/16/2024

  Thank you for submitting the requested documents.

   

  ********

• Initial Complaint

  Date:12/06/2024

  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 requesting that Trane Technologies/American Standard refund me at a minimum $1,877.00 for the cost I have had to pay for a faulty Air Conditioning System built by them. I purchased a new American Standard Air Conditioner on 6/15/2021 which is built by Trane Technologies, and it has been nothing but a problem since it has been installed. I purchased the Air Conditioner for $5,890.00 and have had to pay out $1,877.00 for service fees and parts since 6/15/2021. I thought I was buying a quality product, and it appears, I have a lemon! I called Trane Technologies/American Standard several times to get answers and talked to a ******** ************** and she told me to take up the issue with the company that installed the Air Conditioning, but it is not their issue, they did not build the Air Conditioner or the parts they come from Trane/American Standard! I have attached receipts with the cost I have invested into this new Air Conditioner. Recently, on 11/13/24 I made a service call because my Air Conditioner was stuck at 77 and no air was cooling the home. I was told it was a leak in the coil. The service call cost me $85, I had just had the Air Conditioner serviced on 7/19/24! The Coil was covered under my warranty but the labor to replace the coil was $1,275.00! I was told the part would be in 4-5 business days, instead it took 2 weeks for the part to come in and they arrived on 11/24/24 and the part came in on 11/26/24 and was installed on Thanksgiving Eve 11/27/24. This was a major cost and inconvenience that I should not have had to go through with a practically new Air Conditioner (Only 3 years old). Please see the attached letter for the full complaint due to the issues being more than 2000 characters.

  Business Response

  Date: 12/10/2024

  Dear ***** ****,
  
  Thank you for contacting Trane Consumer Relations regarding your concerns.
  
  As a manufacturer of heating and air conditioning equipment, but not the installer or servicer of
  the products, Trane provides a limited warranty that covers the failed component only. This
  limited warranty does not include associated costs such as diagnostic, labor, or refrigerant fees.
  Most of our products come with a base limited warranty of 1, 3, or 5 years with the option to
  register the products within 60 days of installation to extend these terms to 10 years.
  
  Thank you for submitting documentation for Consumer Relations to review your situation so Consumer Relations 
  can determine how we may best assist you. 
  
  Thank you, 
  ********
  
  

  Customer Answer

  Date: 12/10/2024

   
  I am rejecting this response because: It is noted that they are the manufacturer of the product, I am aware of the limited warranty for parts and not labor, however, the problem is a manufacturer problem, the product is faulty! There is no way I should have had to spend this kind of money on labor  for a fairly new system due to faulty parts because of a faulty air conditioner that they manufactured. I am still requesting a refund of my labor cost considering the situation is an extreme circumstance. Please have Customer Relations review the case and take this into consideration.

  Thanks

  
  

  Business Response

  Date: 12/11/2024

  Hello ***** ****,

  Thank you for your response. As the manufacturer, Trane provides a limited parts warranty (documentation attached). 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.

  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 follow up with your directly for further assistance of this matter. 

   

  Thank you, 

  ********

  Customer Answer

  Date: 12/14/2024

   
  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:11/27/2024

  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.

  We had a Trane Heat pump system installed at our house 8 years ago by ****** Heating and Cooling, a Trane dealer in our area. After our system was installed, ****** Heating and Cooling filed the paperwork under which the blower would have had a 10-year warranty. Apparently, for no reason and without communication to us, the homeowners, the warranty was changed to 5 years. I called Trane, and they requested a utility bill to show that we were still the owners of the house. this bill was sent on the same day that I talked to Trane's representative. Now, 30 hours have passed, my house is freezing, and Trane is still deciding, irrespective of the health and well-being of the consumer who spent tens of thousands of dollars on Trane's Heat Pump system.

  Business Response

  Date: 11/27/2024

  Dear ****** ******,

  Thank you for contacting Trane Consumer Relations regarding your concerns.

  As a manufacturer of heating and air conditioning equipment, but not the installer or servicer of
  the products, Trane provides a limited warranty that covers the failed component only. This
  limited warranty does not include associated costs such as diagnostic, labor, or refrigerant fees.
  Most of our products come with a base limited warranty of 1, 3, or 5 years with the option to
  register the products within 60 days of installation to extend these terms to 10 years. Once the
  registration deadline passes only the base limited warranty will be available. You may have the
  option to purchase an additional warranty from your local dealer which could provide
  supplemental coverage for labor and refrigerant or even to extend the time frame your parts
  are covered.

  In order to assist you I will need to gather the serial numbers of all ******************** products installed in
  your home, service documentation regarding preventative maintenance performed on your
  equipment, and repair invoice(s) for work completed by your local technician. Once this
  information has been provided; I can determine how we may best assist you.

  Thank you for your contact.

  ********

  Customer Answer

  Date: 12/26/2024

   
  I am rejecting this response because:
  
  I filed a complaint against Trane (complaint ID *********, and the company asked for the serial number and details on the maintenance records of the heat pump system. Since I was traveling out of the country, I wasn't able to respond within the 5-day time period. However, I would like the complaint to be filed again with the following additional information: Heat pump system manufactured by Trane with Equipment Model Number TEM6A0C42H415AA and Serial Number **********. It was sold and installed by ****** Heating and Cooling, **********, **, an approved dealer of Heating and *************** manufactured by Trane. We had ****** Heating and Cooling maintain the system and Trane can easily access these records through their own dealer. The issue is that the dealer, approved by Trane, did not file the required paperwork to Trane, and hence our warranty was reduced from the standard 10 years to 5 years. After 8 years of working and being maintained by their dealer, the blower failed, and Trane refused to honor their warranty under the pretense and false information that the house had been sold. We have lived in this house for more than 40 years

  Business Response

  Date: 12/27/2024

  Dear ****** ******,
  
  Thank you for following up on your complaint for your case #*******. The unit information you have submitted cannot be found in our database. 
  
  All dealers are independently owned and operated. Trane does not have access to outside organizations databases. 
  
  Most of our products come with a base limited warranty of 1, 3, or 5 years with the option to register the products within 60 days of installation to extend these terms to 10 years. Once the
  registration deadline passes only the base limited warranty will be available. You may have the option to purchase an additional warranty from your local dealer which could provide supplemental coverage for labor and refrigerant or even to extend the time frame your parts are covered.
  
  In order to assist you I will need to gather the serial numbers of all ******************** products installed in your home, service documentation regarding preventative maintenance performed on your equipment, and repair invoice(s) for work completed by your local technician. Once this information has been provided; I can determine how we may best assist you.

  Thank you, 

  ********

  
  

• Initial Complaint

  Date:11/11/2024

  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 the first week of August, 2021, therefore, we have been in the home for 3 years and 3 months. Our builder had a renter in our home for a short while before we purchased it, so our new home has been completed and occupied for just over 4 years. When having the preventive service conducted on our furnace this November, the tech noted there was oil leaking from the motor. The tech said this happens when there is a bad seal, most likely caused by improper technique during the manufacturing process. Stated we need a new motor, as it will eventually fail due to the oil leak. I pointed out, due to age, there should be no leaks and it should still be under warranty. He agreed. He checked with Trane, who refused to honor the warranty, as they determined the age based on the manufacture date, which just recently passed 5 years. Apparently, there was no warranty card ever submitted. We had no warranty card to submit when we closed- which I know is not Trane's fault, but our builder's. There are records of when the house was completed which demonstrate less than 5 years. We are upset a manufacturing date is the basis of our furnace's age, when the furnace was obviously not is use on the manufacture date. We are also upset we have to pay for a repair for a manufacturer defect that should not have occurred. As a result, we have to have the new motor replaced at full cost,($1,195) versus the cost if the warranty was honored ($555). This results in an inappropriate extra charge of $640 to us. Wish Trane to at minimum, refund us the $640 overage.

  Business Response

  Date: 11/11/2024

  Dear *** ********,
  

  Thank you for contacting Trane Consumer Relations regarding your concerns.

  As a manufacturer of heating and air conditioning equipment, but not the installer or servicer of the products, Trane provides a limited warranty that covers the failed component only. This limited warranty does not include associated costs such as diagnostic, labor, or refrigerant fees. Most of our products come with a base limited warranty of 1, 3, or 5 years with the option to register the products within 60 days of installation to extend these terms to 10 years. If the product warranty is transferred, you must register the warranty within 90 days. Once the registration deadline passes only the base limited warranty will be available. You may have the option to purchase an additional warranty from your local dealer which could provide supplemental coverage for labor and refrigerant or even to extend the time period your parts are covered.

  At this time, Trane is reviewing your situation and will be contacting you directly with a resolution. 

  Thank you for your contact.

  Shana 

• Initial Complaint

  Date:11/08/2024

  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.

  Today we had Arctic Air conduct maintenance on our 5 year old Trane AC system. He found a leak in the evaporator coil and will have to order one to be replaced. This is the FIFTH evaporator coil to be installed in this system. We moved into a brand new house in May 2018. We had to replace the 2nd coil on 9/20/2019, 3rd coil on 10/20/2020, 4th coil on 01/17/2023, and this 5th coil estimated sometime 11/2024. This is absolutely unacceptable and YOU need to make this right! At this rate, I could buy a whole new air conditioning unit!! Yes, the evaporator coil is under warranty, but that doesnt help me when I have to pay for labor and all the refrigerant that has leaked out the system. Im asking for refund for the following $764 for 3rd coil labor , $841 for 4th coil labor, and $408 for 4lbs of refrigerant. I have no clue how much this 5th evaporator coil labor will cost to install.

  Business Response

  Date: 11/11/2024

  Dear ***** ******,

  Thank you for contacting Trane Consumer Relations regarding your concerns.
  

  To assist you I will need to gather the serial numbers of all ******************** products installed in your home, service documentation regarding preventative maintenance performed on your equipment, and repair invoice(s) for work completed by your local technician. Once this information has been provided, I can determine how we may best assist you.
  

  Thank you for your contact.

  *****

• Initial Complaint

  Date:10/23/2024

  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 sold us a defective unit. It failed every year. We initiated suit and we prevailed. We received a judgement for $5,000. Trane has continued to ignore us. We would like to receive the funds a court of aw has determined we are entitled to. Thank you,

  Business Response

  Date: 10/23/2024

  Dear ******* *******,
  
  Thank you for contacting Trane Consumer Relations regarding your concerns.
  
  We understand that you're reaching out for compensation from a legal case. This is not something Consumer Relations can assist with. You will need to reach out to your legal representative and have them contact the legal department for your request to be completed.
  
  We appreciate your contact.

   

  ******** *. 

• Initial Complaint

  Date:10/09/2024

  Type:Order 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 Evaporation Coil on a year old HVAC System was defective and had to be replaced. Trane paid for the cost of the part but will not pay for the labor costs of $1259 and $145 for the initial visit to fix it. They offered my wife and I $315, then $400, and there final offer was $500 if we signed a legal document. Our feeling is that there would be no labor costs if their part that was installed in their system was not defective.

  Business Response

  Date: 10/10/2024

  Good afternoon,
  
  Thank you for speaking with me today. I am sorry that we were unable to come to a resolution. Trane is the manufacturer of the system and offers a warranty that covers any internal functional part of the unit. As a manufacturer of an applied product, there are many factors that affect our products' life and performance that are beyond our control such as: application design, installation, service, environment, and utilities. Trane’s warranty does not cover labor, diagnostics, duct work, refrigerant, etc. as those are things that we do not manufacture. I will leave your case open until the end of the week in the event that you change your mind regarding our one-time goodwill gesture beyond the terms of your warranty. If your desire is to move forward with legal action or a lawsuit, you have every right to do so. However, if that is the method you would like to take I can no longer assist you.
  
  
  This is the final offer that will be made from Consumer Relations. We can assist you in the amount of $500.00,contigent on the signing of a release document. This offer is a non-negotiable one-time goodwill gesture, with no contractual obligation, as I have previously stated. I do apologize that you are having this negative experience. This is consideration is being offered in good faith from the manufacturer. Should you decline this offer, your case will be closed and considered resolved.
   
  Trane continues to honor the limited warranty to its fullest extent.
  
  
  Respectfully,
  
  
  Surayya
  Consumer Relations Escalation Specialist
  Trane/American Standard Residential
  Trane Technologies
  Phone: 800-945-5884
  Fax: 855-830-9212
  www.trane.com
  www.americanstandardair.com

  Customer Answer

  Date: 10/10/2024

   
  
  I am rejecting this response because:

  The HVAC System came with our new home which we moved into in August of 2023.

  We did not expect that a brand new system would have a defective part that would require extensive labor and new Refrigerant.

  There would be no labor costs if not for the defective part. It is unreasonable and unfair for Trane/ American standard to expect that we are responsible for that labor which should not have occcured. It only happened because there system had issues after 1 year.

  Trane/American standard  will say that they only guarantee the part. Unfortunately , the part is the only reason labor was required. We are only asking for the $1259 and not the other $145 to acres the problem. We are asking this company to do more than offer $500 for all of the aggravation of no AC for days as well as their responsibility for the faulty HVAC system. Thank you for your assistance.

   

   

   

   

   

  
  

  Business Response

  Date: 10/10/2024

  Good afternoon,

  As a manufacturer of HVAC equipment, we offer a limited parts warranty that covers any mechanical part that fails during the warranty period. The limited parts warranty does not cover labor, refrigerant, diagnostics, and duct work as those are things, we do not manufacturer. Additionally, since Trane does not sell our products directly to consumers, nor do we service the products, we do not offer any form of labor warranty. However, many of the independent, locally owned dealers that do install and service our product participates in labor warranty programs. Trane encourages our homeowners to contact their installing dealer to inquire about purchasing an extended warranty, or if they have any questions about a warranty they have already purchased. 

  I understand and respect your decision, and I am sorry that we were
  unable to come to a resolution. Trane is the manufacturer of the system and
  offers a warranty that covers any internal functional part of the unit. As a
  manufacturer of an applied product, there are many factors that affect our
  products' life and performance that are beyond our control such as: application
  design, installation, service, environment, and utilities. Trane’s warranty
  does not cover labor, diagnostics, duct work, refrigerant, etc. as those are
  things that we do not manufacture. I will leave your case open until the end of
  the week in the event that you change your mind regarding our one-time goodwill
  gesture beyond the terms of your warranty.
  
  Trane continues to honor the limited warranty to its fullest extent.
  
  Thank you for your contact.

  Surayya
  Consumer Relations Escalation Specialist
  Trane/American Standard Residential
  Trane Technologies
  Phone: 800-945-5884
  Fax: 855-830-9212
  www.trane.com
  www.americanstandardair.com

   

• Initial Complaint

  Date:10/03/2024

  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.

  Hi, I am dealing with trane customer service by phone for awhile now. They keep saying they their upgrading my complaint up to the third tier which is their highest. Honestly it feels like a run around. I get a case # with no one to talk to so we can get an answer. The latest case # is ******* . I bought there unit in 2019 with a 10 year warranty. Around June or August 2024 the unit stopped working. I had a certified company try to repair unit. They found a factory defect with the units coil which is covered by the warranty. Trane said they would send them a new coil to install. The company then told me it would cost me $3500.00 to repair my unit for labor and other parts. He also told me I could buy a brand new unit for $4500.00. So basically I have a 10 year warranty that's to expensive to use. Trane agreed $3500.00 was to much to pay after I sent them documents of my original installation invoice of $5700.00 and quote for repairs from a/c company for $3500.00. They said they were working on a resolution to the issue by finding someone to do it for less money or whatever they could do. I even asked them about sending a new unit to save on the labor cost. I do realize that I would have some labor costs on my part , but $3500.00 I think is way out of line. I never hear back from them. Because in my opinion and common sense opinion why would I repair a 5 year old unit that would cost me about the same as a new one would. I can never reach anyone to talk to when I call trane with authority to solve the issue because I don't have a manager assigned to my case. I hope you can contact them and help me resolve the problem. Thank you ******* *******

  Business Response

  Date: 10/04/2024

  Dear Mr. ********
  Thank you for contacting Trane consumer relations regarding your concerns. To assist you I will need to gather service documents regarding preventative maintenance performed on your equipment, and repair invoice(s) for work completed by your local technician. Once this information has been provided, I can determine how we may best assist you.
  Thank you for your contact,
  Kim 

  Customer Answer

  Date: 10/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and I contacted the business as they asked me to do. I am in communication with *** the representative assigned to my case. I sent her the documents she requested to help me solve the problem with the cost of repairs.  I am now waiting for her response.  Hopefully we can come to a resolution. So I don't want to close the case yet. Thank you ******* Brigidi 
  
  Thank you. 
  

  Customer Answer

  Date: 10/07/2024

   
  I am rejecting this response because:
  
  I am in communication with *** the representative assigned to my case. I sent her the documents she requested to help me solve the problem with the cost of repairs.  I am now waiting for her response.  Hopefully we can come to a resolution. So I don't want to close the case yet. Thank you ******* Brigidi 
  
  Thank you.
  

  Business Response

  Date: 10/07/2024

  Mr. *******, 

  I have received a copy of the repair invoice being requested to review cost assistance, and have begun the review. Once completed I will reach out to via the case with us. 

  Respectfully, 

  Kim 

  Customer Answer

  Date: 10/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory. But I would like to wait to hear their offer before I close the case. I hope you can understand my point of view.  Thank you ******* Brigidi 
  
  Thank you. 
  

  Customer Answer

  Date: 10/07/2024

   
  I am rejecting this response because:
  
  I would like to wait to hear their offer before I close the case. I hope you can understand my point of view.  Thank you ******* Brigidi 
  

  Business Response

  Date: 10/07/2024

  Mr. *******, 

  Your case is still currently under review at this time. Once the review has been completed I will reach out via your case with us to discuss further. 

  Respectfully,

  ***

  Customer Answer

  Date: 10/07/2024

   
  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. I do not want to close the case until I get the their response to solve the issue.  Thank you ******* Brigidi 
  
  Thank you. 
  

• Initial Complaint

  Date:09/29/2024

  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.

  My hvac system changes from Cool to heat with out warrant, Its a knoen issue by trane, with documented bulletins. They refuse to do a warranty more than a $20 wire harness., it requires software update dur to faulty code as per trane techsupport via fergusn. This cost is directed at me of about 700 for faulty software code. trane should absorb %100 of the cost to correct , but have not..

  Business Response

  Date: 09/30/2024

  Dear ****** ******,

  Thank you for contacting Trane Consumer Relations regarding your concerns.

  In order to assist you I will need to gather the serial numbers of all ******************** products installed in 
  your home, service documentation regarding preventative maintenance performed on your 
  equipment, and repair invoice(s) for work completed by your local technician. Once this 
  information has been provided; I can determine how we may best assist you.

  Thank you for your contact.

  ********

  Customer Answer

  Date: 09/30/2024

   
  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. 

  Trane:

  I have been trying to get this taken care of for about a year now. This is a software issues that the bulletin explains. There is conversation with ******** Support on these issues. It is not the responsibility of the end user to purchase software updates for proper operation, a recall for repair is appropriate. I would like Trane to support my ************ to cover costs of labor and parts to repair the faulty software.. 

  
  

  Customer Answer

  Date: 09/30/2024

   
  I am rejecting this response because:
  
  I have been trying to get this taken care of for about a year now. This is a software issues that the bulletin explains. There is conversation with ******** Support on these issues. It is not the responsibility of the end user to purchase software updates for proper operation, a recall for repair is appropriate. I would like Trane to support my ************ to cover costs of labor and parts to repair the faulty software..
  

  Business Response

  Date: 09/30/2024

  Dear ****** ******,

  Thank you for submitting the requested documentation. Consumer Relations requires the completed paid invoice for the needed repair to further assist you. If the repair has not been completed, please schedule with your chosen dealer for the repair. You can submit this documentation directly to your open case #********. We look forward to that information. 

  Thank you, 

  ********

  Customer Answer

  Date: 10/01/2024

   
  I am rejecting this response because:
  There should not be any cost associated with repairing faulty software/firmware. This action should be done by the manufacture due to faulty code. Faulty code is a manufacturing defect and falls under the category of poor craftsmanship.. Software/firmware is not sold "as-is" because the code is proprietary and intellectual property of the creator. The software/firmware is not released open source under the *** licensing that is issued with a warning of use. Trane has manufactured their products with code that needs to provide a basic use of the product as intended. 

  Business Response

  Date: 10/03/2024

  Hello ****** ******,

  Thank you for your response. As previously advised via your open case #******* our warranty covers the functional parts that we manufacture because we are responsible for the quality of those parts and 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 a courtesy, Consumer Relations goes outside of the limited warranty to assist with some labor costs on a reimbursement basis. We do not reimburse 100%. Please submit the completed paid invoice for the needed repair so we may further assist you.

  We look forward to that documentation.

  Thank you, 

  ********

• Initial Complaint

  Date:09/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This will be the third evaporator coil fir this Trane AC. The original one failed 2 years ago and now that unit has failed in exactly the same way. I see many complaints online for this exact same faioure.

  Business Response

  Date: 09/26/2024

  Hello,

  Thank you for contacting Trane Consumer Relations. I am sorry that you have experienced an issue with your unit. There are many factors that affect our products' life and performance that are beyond our control,such as application design, installation, service, environment, utilities, etc.Since Trane does not install or service the equipment Trane cannot state what has caused your most recent or prior repairs. Trane offers consumers a limited parts warranty which covers the cost of mechanical parts during the warranty coverage period.

  As the manufacturer Trane has honored the limited warranty on the product, which has expired as of 10/24/2016. In consideration of your situation an offer of assistance has been submitted via your case with us. Please let us know how you would like to proceed.

  Respectfully,

  ***