Complain about a product or service

Trane

PETER of Nine Mile Falls, WA November 5, 2009

I had a complete Trane 14i heat pump system with Trane back up gas furnace system installed six years ago. I have had nothing but problems with the system. There has not been a single year since installation that something major did not go wrong. The motor in the heat pump has been replaced at least five or six times.

When I purchased the system, I was told that I had a five year warranty on the entire system. The first time it went bad, I was informed that the "warranty" was only for parts and did not cover service calls or labor. After about two or three problems, the people at R & R said to contact someone else in the future, that they would no longer service my equipment.

Early this week, the heat pump quit working, and the diagnosis by another firm was that the compressor was shot and would need to be replaced, a 2000.00 fix.

I began purchasing a service contract at the end of the five year period after installation, and fortunately, that has been covering my costs. I am afraid that they will refuse to extend the service contract for another year after this compressor problem. I am very frustrated with the system. Thousands of dollars [lost]. It has not performed as advertised, and I would never have anything to do with Trane or R & R Heating of Spokane, WA., again.

LUIS of Pembroke Pines, FL October 19, 2009

I am an A/C contractor in FL and recently was asked by a customer to provide Evaporator coils replacement on some old units. Normally, on units over 15 years old we recommend to replace the entire AHU (Air Handling Units) but we have to make an exception on this situation since the units are in fairly in good condition. The customer wanted the coils replaced from Chilled Water to DX (Direct Expansion).

Normally this can be easily achieved by having the specs on the units, but there is where my problem came with TRANE. I first requested a simple quote from Trane to replace these coils with DX coils, after sending them the proper information, never got an answer back. They are just ignoring my emails.

When I called to request specs on these units, to have the coils made by some OEM coil maker, in light of the fact that they are not interested in selling me the coils, the answer I get is “we do not have spes for those units” I can’t believe that a manufacture as big and famous as TRANE do not have a Database with information on old units? Their customer service has a lot to say about them, especially on these hard economic times. By the way, this is not the first time I have an issue with them, but this is the drop that filled my cup! You can bet where my feelings are about Trane.

Shelly of woodward, OK October 4, 2009

My family built a new home and moved in February 2008. Two Trane heat pumps costing over 15000.00 were installed in our home. Within months of moving in we started experiencing problems with BOTH units

In March of 2008 a local contracter came to service both units because they werent heating. Once he examined the units, he stated that he observed a problem with that model. He stated he sent that info in his report to Trane. He also expressed that he would never install that model and that it would never work right. Going on to say that anytime the units were changed from heat to cool or vice versa that the units would have to be serviced.

A few weeks later, the contractor who installed the units came out because both units had stopped working again. He found that the compressors in both units needed to be replaced.

In June of 2008 he returned again and found that one unit was frozen and determine that he needed to order another part. Unfortunatley, he assured me that everything was fine and I never recieved a service report. Therefore, I dont know what part was replaced .. just that we had no a/c for a couple of days. In August of 2009 we noticed the overflow drain was dripping. Again, he came and serviced the unit leaving no paperwork behind.

Within two weeks of that visit, both units stopped cooling again. My contractor and the regional manager came to my home and determined that there may have been an installation error. They worked on both units, while I was gone, and when I came home the units were cooling. Again, no service report.

At this point, I had sent several emails to Trane expressing my concern that these models may be defective. I asked that the warranty on parts and labor be extended to lifetime at no cost to us or to exchange the defective units for completely different models. I recieved no response. I called the regional manager who simply stated that this concern would have to be taken up with the contractor. I have tried to call again, but am sent to voicemail.

Again in Oct 2009. One unit stopped heating. When the contractor came we discussed that there was a problem. He admitted to not understanding what was going on. I asked he bring all service reports to me ... that didnt happen. He replaced a part and left.

That unit stopped heating again in November of 2009. The contractor said he was going to replace the unit. We asked for a different model but he refused. Our builder stated that he would stand behind the unit and said if we had any other problems he would insist that both units be removed from the home and we be refunded. The contractor also said he would extend the warranty an additional year because we had so many problems. So we agreed, verbally, and the new unit was installed.

In May of 2009, both units again stopped cooling. They would make a loud knocking noise .. so loud it would wake the entire family up at night. The units were serviced again ... the contractor saying it was just a setting that needed adjusted. In June 2009 the replaced unit was frozen because a part had gone bad .. it was ordered and replaced.

We called our builder asking to have the units removed as promised. He stated it was out of his hands and that the contractor was wiping his hands of the whole mess and just waiting for the extended warranty that he verbally promised to come and go. October 2009 .... we switched from A/C to heat. Neither unit is working. Cool air is blowing from the vents. We have called the contractor, the builder and sent an email to Trane.

I dont even know where to turn. Our "extended warranty" will expire in Feb 2010. We cannot afford to replace these "top of the line" units nor can we afford to service them every time the seasons change. We did call the company that said the models were defective and would never work correctly only to find that he would never repeat that again. He denies saying that and denies that his report stated that. Our installing contractor said we could sue Trane but that they have written their warranties in a way that it would be impossible to win.

Janine of Parkland, FL September 11, 2009

Purchased Trane A/C Unit at Coconut Creek, Florida Home Depot 07/06/07 in the amount of8900.00. Supposed to be top of the line/energy efficient installed and from first year I made several calls to Local Service Rep (Koldaire) about system not cooling and high humidity. They kept telling me I was wrong this is how system works but it didn't cool as well as original a/c builder put in 13 years ago. I followed up they sent a tech out to my home to inspect on 2 occasions all documented 10/15 and 10/22 they said it was a dirty filter. Not the case my husband cleans it every month he is excellent with keeping our home in mint condition.

This past labor day the compressor blew there was smoke and the system had to be shut down obviously and we had no air for 2 days. The tech comes out (3rd visit) it blew again in his presence he told us compressor shot. Now there is a 2 year warranty and a 10 year warranty they are claiming they want me to pay 1738 for labor plus I already paid a service call. I have documented there was something wrong with system and they kept pushing me away and dismissing it. It is clear the unit had a defective compressor and was bound to go. Now the system has been temporarily hooked up to the second compressor (the system comes with 2)and the house is cooler than it ever was the system is working better than it EVER has which proves their was an original problem which they dismissed. The level of humidity now is 42% the system NEVER would go that low. And my FPL bill never lowered which means it wasn't energy efficient as they claimed. How can they expect me to pay another cent when I've already put out 8900.00 for a defective system plus the service charge and now I have to fix? They are claiming I needed an extended warranty the system blew up after 2 years the 2 year expired on 07/09 I assume. This is unfair and I am being taken advantage of. Neither Home Depot or Trane is taking responsibility.

Richard of Phoenix, MD August 25, 2009

I purchased a new Trane Heat pump about 3 years ago thru Home Depot and have had nothing but problems with it. The service guy is out at least 3 times a year replacing the TXV valve or some related component. The installer (Perry Hall HVAC) has been wonderful and it is under warrenty, BUT...the TRANE rep. was rude and absolutely arrogant and useless. I spent 6k on a new "high efficiency" unit and wish I had my old one back which ran relatively flawlessly for 20 years. This Trane unit is a joke! I can always count on it to fail when I need it most. Total piece of junk!

Elizabeth of Louisville, KY August 11, 2009

Selling expansion valves that are known to be faulty.

Guy of Mars, PA July 28, 2009

Purchased top of the line Trane XL16i and an XC95 furnace to take advantage of tax rebate. Within 10 days, unit starts erroring out at the programmable thermostat. Throw the breaker to reset for two days thinking it was a result of the abnormal heavy rain we had been receiving. Call installer, Schultheis Brothers and they take two days to show up after a call. Service person says it will be 3 day turn around for parts. On the following Monday, thinking they would automatticaly come out early in the AM, call at 10:30 to see when they would be there. The rude customer service person says that I'm on the schedule for Tuesday because they are busy. The parts had arrived at 8:30 AM on Monday. Apparently, 9000.00 does not warrant quick service.

I had also called Trane Customer Service to lodge a complaint, no one bothered to call back. The only decent help came from Home Depot who was the seller. They got on the phone to Schultheis and forced them to move the appointment up to a Tuesday AM time. All in all, not impressed with the Trane components and definitely not impressed with Schultheis. I have asked for a return of my old unit (which worked fine but did cost a lot to operate) Schuthies refused. Still waiting to see if they can fix it and am running a window unit to get by.

Chris of Lancaster, PA July 23, 2009

I bought a TRANE heat pump 3 years ago. The TXV valve has failed. I looked up this problem on line and apparently it is a common failure. This is a relatively new item. The part they are using is defective yet they keep selling it. NOw, i have to get this valve replaced in order to have air conditioning. I tried contacting the national office, regional office and local office and NO HUMAN would answer the phone. Instead, i was disconnected and at one point, when a human answered, given a customer service number that was WRONG! These people dont give a damn about customer service and service. They are using parts they KNOW are faulty and have a history of failure. Some jerk in a regional office told me they fail all the time and "tough luck".

Keith of Lakeport, CA June 22, 2009

XL15i and inside unit installed six weeks ago. Slowed then stopped working. Tech. examined and said it had a bad expansion valve and it would take 5 days to get a new one. Now the temp is in the mid 90's and rising. I spent 6500 thinking I was getting a good system and support.

Norman of Cape Coral, FL May 14, 2009

Installed entire Trane 14i system 5/25/06. A/C failed 5/4/09. Service call revealed three leaking joints where spline coils are connected to input/output manifolds. Paid 179 to have recharged. While coil is covered, company want's 750 more for labor. My complaint to Trane was refered to regional representative. Haven't been contacted yet. I want the eight manifold joints resweated, because Internet searches reveal apparent manufacturing defect. Even if replaced free, I don't want 1,000 repair bill a couple of years down the road, because of another bad coil. It may "take a lot to stop a Trane," but not that much!

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