Business Profile

Residential Air Conditioning Contractors

Trane

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

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: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,
***
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.
Trane Furnace installed May 2017. It failed 2 years after installation *************** dispatched for CO2 and smoke. Unit replaced Dec. 2019. Heat exchanger failed in 2017. Heat exchanger has failed again on 2019 NEW furnace. Trane issued a technical service bulletin to dealers and servicers about a defect and possible hazard with the design of the heat exchanger unit (Stamped tubes sandwiched between 2 different metals). They have since discontinued the manufacture of this furnace. Local service company wants $3,149 in just labor to replace the exact same part - if they can obtain the part. I would like a cash refund to purchase and install a different brand - or a brand new, updated HVAC unit. NOTE: Original installation by *** which was purchased by SILA in 2020
Business Response
Date: 09/30/2024
Mr. **********,
Thank you for reaching out to Trane Consumer Relations. Per the direct communication Consumer Relations advised the need to work with your dealer in regards to getting the full unit replacement after declining the repair related reimbursement offer extended. It was also advised that if you choose to proceed with seeking legal council if unable to obtain the full replacement Consumer Relations would be unable to assist further in any capacity.
In order for Consumer Relations to assist, the repair must be completed and paid for in full before the offered concession can be completed.
Thank you,
*****
Trane Consumer Relations
Customer Answer
Date: 09/30/2024

I am rejecting this response because: Trane acknowledged that the part in question had a known issue and advised installers and service personnel to be aware of it in a technical service bulletin. Their offer includes replacing the same exact part under warranty, and they are offering me 16% of the replacement service cost as a one time courtesy. Why would a consumer have the same defective part replaced for the third time? I was advised to turn off the gas because under PA Code it is a fire and CO2 hazard.

Business Response
Date: 10/01/2024
Mr. **********,
The service bulletin details the replacement for like parts. Consumer Relations is unable to alter this in any capacity. An offer of reimbursement that goes beyond the terms of the limited parts warranty was extended. The process to request a full unit replacement was also detailed with the need to be completed through your chosen HVAC dealer. It was also communicated that Consumer Relations would be unable to assist in any capacity if you continued with the path of involving legal entities. If you would like to proceed with the reimbursement offer, please provide the documentation requested in the direct communication.
Thank you,
*****
Trane Consumer Relations
Customer Answer
Date: 10/01/2024

I am rejecting this response because: I would rather spend a few thousand more for a unit from a different manufacturer. Two failures in 5 years is totally unacceptable. You - the manufacturer should accept responsibility and you should have issued a product recall when you knew a defective part endangered consumers. I am moving on to complain to the consumer product safety commission and my lawyer
Trane offered me only $500 to replace the defective part with the same exact model of the defective part. Cost to remove and install the part is $3,500. Trane knew the design of the part was faulty - they issued a technical service bulletin to their dealers. I want a full replacement with an updated complete unit without the defective part.

Business Response
Date: 10/02/2024
Mr. **********,
As previously stated, at the involvement of your legal counsel Consumer Relations is no longer able to assist in any capacity. Moving forward any communication regarding this inquiry will need to be done through the proper legal channels.
Thank you,
*****
Trane Consumer Relations
Initial Complaint
Date:09/22/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a new Trane air handler for my house, around Mar 30th, 2023. in Aug of 2024 the **** had a leak due to manufacturing defect. They say they are not responsible for the refrigerant that leaked out. (Picture is attached). I paid $8k for a unit that had a manufacturing defect then a little over a year they want me to pay their distributer $1200.00. I have talked to consumer Relations they offered $400.00. then the offered me $600.00 based on I sign a release form. (Is that even legal). I told them that if I was not refunded the full cost, I will be contacting EVERYONE. This doesn't even take into the thoughts that their unit leaked into my house. what health issues can that cause? So, no, I will not sign a release!
Business Response
Date: 09/24/2024
The homeowner has been working with a Trane consumer relations ***. There is currently an offer of cost assistance on top of honoring the manufacture warranty. If the homeowner would like this additional assistance the case is still open and they my reach back out to *** via email.
Initial Complaint
Date:09/19/2024
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.
On May 26th 2020 we purchased a Trane heating and cooling system from ********* in *********, **. We paid $7,500 for the system. On June 6th, 2023 our air conditioner stopped working. We contacted ********** and they diagnosed the issue and told us we needed to replace the blower motor. On June 20th, ********** replaced the blower motor and we added a surge protector, per their recommendation, at a cost of $547.89. Although we were not happy that a Trane system would fail so fast and cost us so much money, we felt we had no recourse and paid for the replacement blower motor and surge protector. On September 16th, 2024 our air conditioner stopped working. We contacted ********** and they diagnosed the issue and told us we needed to replace the blower motor. We explained to the technician that we just replaced that part last summer. Although he was not surprised based on his knowledge of this system and part, he was clearly frustrated. He did let us know the part was under warranty, which was good news to us, but explained we still had to pay for labor. This seemed fair until the labor cost was provided. The cost for the most recent issue included: Zone 1 System Analysis - $97.00; Replace **************** (labor) - $399.00; Zone 1 Return Trip - $57.00. The total cost was $553.00.I fully intend on completing a complaint on ********** based on their ridiculous labor charges and lack of interest in making any adjustments on that cost, knowing their sales person sold us the unit and touted it as the "best of the best". That being said, this complaint is solely focused on the fact that Trane made a product that was subpar and sources parts from even more subpar companies. Furthermore, I believe they should cover any repair charges when this happens. I am a reasonable person and understand that sometimes even the best products have faults, but I should not have to pay for replacing a motor two times in a system that is 4.5 years old. Especially a product like Trane.
Business Response
Date: 09/24/2024
Ms. *******,
Thank you for contacting Trane Consumer Relations. I am sorry to hear about the issues you've been having with your unit. I have sent a direct email that lists additional documentation and information that is required to review your request and offer any assistance available. Please respond directly to that email.

Thank you,
*****
Trane Consumer Relations
Initial Complaint
Date:09/16/2024
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.
09/2021 , I have a brand new Trane 3.5 ton coil installed in my house by local Contractor ***** services in *******, **. It came with 10 years parts warranty and 1 year labor warranty.04/2023, the **** with the new coil from Trane stop cooling. I have the installation company checked the ac system, they found the refrigerant was very low. But the leak was so tiny and they could not confirm the location, So they have to put dye in the system to help with detection. The total cost for diagnosis, adding refrigerant, and dye the system is about $1000.06/2024, the **** with the new coil from Trane stop cooling again. I have the same company checked the ac system, they finally confirmed the new coil has been leaking with the help of dye that they put in the system more than one year ago.Based the speed of the leaking, the leaking definitely started within one year of installation, it just takes much longer time to detect and confirm. Based on the warranty, both parts and labor should be covered by the warranty. But my installation company (*******************) told me that Trane refused to pay for the labor. I have attached the leaking proof picture, all the repair invoices, warranty and product information for your review. Here I request Trane to pay for the total cost for diagnosis, adding refrigerant, and dye the system of $1000, and install a new coil free for my house.
Business Response
Date: 09/17/2024
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: 09/17/2024

I have already attached all the documents with the initial complain. I attached the same information again. please make sure you open it. All information requested already included in attachment.

Install Trane 3.5 Ton Coil
10 year parts warranty
1 year labor warranty
COIL (Model# 4TXCB006DS3HCAA) (Serial# *********************************** Extended)
Functional Parts : Term End Date is 09/22/2031 (10 Years

Business Response
Date: 09/17/2024
Dear *** ***,
Thank you for submitting the same information. Do you have the limited warranty with all serial numbers listed? We look forward to that information as was requested per your case #*******.
Thank you,
********
Customer Answer
Date: 09/17/2024
I attached the serial number and warranty information from the contractor. You can contact the contractor (***** Service contact included) for more information.

Business Response
Date: 09/20/2024
Dear *** ***,
Thank you for submitting the requested information. I will follow up with how Consumer Relations may assist from your escalated case #********. please check your spam folder to email *************************** for further communication from Trane Consumer Relations.

Thank you,
********
Customer Answer
Date: 09/25/2024

I am rejecting this response because: The reimbursement offered is only $150 compared to more that $2000 dollars additional that cost me for the money and time and lose of service. It is a shame of the Trane company that claimed to be reliable that produce brand new HVAC COIL that leak within a year. they should have a recall on the product.

Customer Answer
Date: 09/25/2024
Date Sent: 9/25/2024 11:58:47 AM

I am rejecting this response because: The reimbursement offered is only $150 compared to more that $2000 dollars additional that cost me for the money and time and lose of service. It is a shame of the Trane company that claimed to be reliable that produce brand new HVAC COIL that leak within a year. they should have a recall on the product.

Business Response
Date: 09/25/2024
Hello *** ***,
Thank you for your response. Consumer Relations has made no offer of reimbursement because you have not provided a completed paid invoice for the needed repair. Please submit the requested documentation from the recent repair for review to your open case # 06163235.
We look forward to this documentation.

Thank you,
********
Initial Complaint
Date:09/15/2024
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 our top of the line Trane Variable speed 4-ton ** unit through ********* Air in 2020. Since purchasing, both the coils and the compressor have needed to be replaced. On Sunday, Sept. 8, 2024 the blower motor stopped working. ********* Air is not only who we purchased it from, we also have a maintenance contract with them. ********* Air came to the house on Monday, Sept. 9, 2024. They determined the blower motor needed to be replaced. They began the search to get a new blower motor. On Sept. 10, 2024, they were told by Trane that it will be 3-5 weeks and that the part is not available in the **. In addition, ********* Air tried to find the entire Air Handler unit to replace that instead, but was told that is not available. On Tuesday, Sept. 10, 2024, I filed a complaint with Trane Consumer Relations for an expedited part claim. I also told them that we cannot wait 3-5 weeks for the ** to be fixed and that Trane needs to authorize ********* Air to replace the entire system, the only option to provide ** to the house since a compatible air handler is not available by Trane. I subsequently called Trane each day and was told it had not yet been assigned to case manager. At 4:50pm on Friday, Sept. 13, 2024 I received an email from **** *. stating she was the case manager and needed to reach out to the dealer for more information. I immediately called her back but she had left for the day. We cannot wait 3-5 weeks for the part. That is not a reasonable time for a part or repair, especially for their most expensive system (over $10,000) that is slightly over 4 years old. We live in ************* where it is summer and hot and humid now. My husband, ***** ********* has stage three cancer and is undergoing Immunotherapy infusions. The environmental conditions of the home, without the use of the ** system, is aggravating his health conditions. Trane has yet to respond and cannot wait any longer for a resolution. We are going to replace the system at our expense.
Business Response
Date: 09/16/2024
Dear *** *******,

Thank you for contacting Trane Consumer Relations regarding your concerns. We apologize for the inconvenience that you are dealing with and aim best to solve your problem. I will need to collect baseline information and additional details from your dealer to determine the best way to assist you. Thank you so much for your patience.

Sincerely,
****
Initial Complaint
Date:09/15/2024
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.
**** ******* ****************************************************************** ************ ********************** [Date]Better Business Bureau [BBB Address][City, State, ZIP Code]Subject: Formal Complaint Against Trane for Unfulfilled Cost Assistance and Lack of Communication Dear *********** am writing to file a formal complaint against Trane Technologies regarding their failure to provide the promised $400 cost assistance for my air conditioner repair and their lack of communication in addressing this ********* case number with Trane is #********. On July 5, 2024, I was contacted by a Senior Escalations Specialist, ****************** who offered me $400 in cost assistance as a goodwill gesture toward the repair of my air conditioner. I accepted the offer and was instructed to provide the paid invoice after the work was completed in order to receive the reimbursement.The repair was delayed due to a backordered part, but on July 24, 2024, the job was completed, and promptly sent the paid invoice to Trane, as requested. However, despite multiple attempts to follow up via email and phone, I have not received the promised $400 cost assistance, nor any communication from Trane regarding the status of my reimbursement.I have tried contacting Mr. ***** and Trane Consumer Relations numerous times, but I have not been able to reach anyone for clarification or resolution. I am now seeking assistance from the BBB to facilitate a resolution, as I only wish to receive the $400 that was promised to **** am attaching all relevant email correspondence between myself and Trane Technologies for your reference. I would appreciate your help in resolving this matter promptly.Thank you for your attention to this issue, and I look forward to your assistance in obtaining the promised reimbursement.Sincerely,**** ******* ****************************************************************** ************ **********************
Business Response
Date: 09/24/2024
Agent has reached out the homeowner and the check has been sent on Sept 16th. We ask you please allow 2 weeks to receive this check in the mail.

Customer Answer
Date: 09/25/2024

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:09/14/2024
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.
I purchased my Trane AC unit in July of 2019 for my home from one of the Trane Comfort Specialists, Perfect Cooling(in ************, *******) for a cost of $4,830. This is included the Air handler, Air Conditioner, and Heater. On September 2nd my unit no longer cools my home and the servicing company named comes to my home and determines the culprit is the evaporator coil(determined by a leak test). This part was still under warranty, but after my family and I dealt with the heat for the week the repair was done on 9/6 at a total of $1970(labor and 7 pounds of refrigerant. I thought we were with this ordeal and not more than 5 days later our home is no longer being cooled on 9/12. I call the servicing company again on 9/13 and after checking air handler, my breakers, the outside unit, and the capacitor it was determined the issue was now the compressor. I am going through this weekend without any air conditioning for my family(9/13 & 9/14) in this ************* heat where the thermostat shows the temperature inside the house is 90 degrees. I was provided a proposal for repair once the part has been received for $1670(included 7 pounds of refrigerant again). Our unit is warrantied for 10 years and have had repair costs almost reaching the total cost for the unit while having my wife and young kids endure ridiculous heat. I am requesting Trane to reimburse me the costs for these repairs as these issues should not be occuring. I have included receipts and information on my warranty status.
Business Response
Date: 09/16/2024
Dear **** St. ****,
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. I am getting into contact with your dealer to discuss the diagnostics/repairs and I will be contacting you directly to let you know how we can assist further.
Thank you for your contact.
*****
Initial Complaint
Date:09/11/2024
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.
4YCC4060E1090A Gas package HVAC unit failed on the day of installation had major leak in condenser coil and Trane refuse to replace
Business Response
Date: 09/16/2024
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.
Shana

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Trane is NOT a BBB Accredited Business.