Trane
reviews and complaints

I have a Trane XL 20i system and had the Hybrid Air (they installed unit)Tech out yesterday as I have loss of cooling. They quickly found that the evaporator coil had failed and would need replacement once again.
This is the SECOND coil failure in eleven years.

My unit was originally installed on 9/26/2011 and during my semi annual preventative maintenance check on 4/2/2018 the coil had a major leak and no Freon at all (seven years old). Hybrid air received the warranted replacement coil from Trane but charged me a level 5 labor charge of $1235.

Yesterday, 4/28/2021, again during my seasonal preventative maintenance check, the coil had failed once again! This one only lasted a little over three years and obviously of inferior quality to fail so very soon!
I am very surprised... And extremely frustrated... That my ac is down once again for another failed evaporator coil that is warranted for ten years. There is obviously a major problem with the quality of your evaporator coils. I purchased only Trane because I believed you were the very best in the business, but my confidence is now completely shaken.

Hybrid Air is in the process of obtaining a replacement coil from you... but once again they are charging me a Level 5 Labor charge which has now gone up to $2, 074! I provided them with a deposit of $1, 000by check yesterday to get the process going.

I am requesting reimbursement from Trane of the labor charge to install your premature failed coil. It is the only right thing to do as we now again go through no AC, frustration and money out of our pocket. Are we to be faced with this a third time in three more years?

Below is pertinent details for your background and information as you review my case.

Failed Coil:
Model # 4TXCCOO7DS#HCAA
Serial # 17301NGJ5G
Type of unit: Trane AC/Furnace

Installer and Repair AC Firm:
Hybrid Air
2401 Castleton Commerce Way
Virginia Beach, VA. 23456
[protected] Office
[protected]-HVAC
AC Technician: Jake Tuel

My residence and where my Trane is installed:
Troy M. and Susan H. Curnutte
2425 Taylorwood Blvd.
Chesapeake, VA. 23321
[protected] Home
[protected] Cell/Text
[protected]@aol.com E Mail

I anxiously look forward to hearing from you and resolving this complaint in the correct manor. Thank you for your time and I, or Hybrid Air, will provide any further information or details needed.

Troy Curnutte

This was very frustrating and zero help to resolve was offered... my feeling about Trane at this point...Worst Customer Service and response to customer needs in the business. Why would I recommend this brand to anyone after this frustrating experience? They obviously do not live by their motto. Its hard to stop a Trane.. no so much...Their new motto should be, "Nothing breaks or cost you money like a Trane". I have the XV95 and it was installed in 2010. It ran wonderfully for the first 8 years. The heat exchanger failed in 2019. It was replaced by Horizon Services under warranty. It failed again in 2021. This is a part that has a 20-year warranty. Failing in two years shows a lack of commitment to quality and reliability. My warranty expired in 2020. Now I am on the hook for the repairs of close to 4000 dollars. Trane just provides the part to the installer. If it breaks in 2 years and a certified installer does the work, then Trane should assist with the cost of repairing this unreliable equipment again.

The Customer Service Escalation (Senior) was not helpful at all in resolving this problem. I sent her 49 pages of documentation as requested. I called her 4 times and had several emails sent. She failed to take the time to call me back or show any concern for the customer. I had to track her down and the first thing out of her mouth was, "I told you Trane was not going to pay for anything." No concern just a lot of attitude. I did not spend all this time and energy investing in this situation to get this type of response. It's hard to stop a Trane is their motto...to me, I will forever think of Trane as It is hard to count on anything Trane. An electric fan would have been more reliable and less stressful than dealing with Trane equipment or its employees.

Here we go again. Horizon Services recommended we buy a Trane XV95 in 2010. They installed the furnace, AC, and automatic flutes. The whole setup was close to 20, 000. Install and service, I have no complaints they did a good job. In 2019 I needed the heat exchanger replaced. Horizon covered it under the original warranty. Horizon now does not sell Trane anymore because they say that Trane is not doing anything about the continued heat exchanger issues. They say it's a part issue.

Here it is 2021 and after only 2 years of being installed the heat exchanger is cracked again. Horizon stood behind the install warranty on the last 10 years of the unit. Since it is not an install issue, I now will have to pay for the install when Trane sends the part. Trane should cover all costs because this is the second fail in 11 years on a part that has a limited lifetime warranty. Not lasting nowhere near 20 years. Two years can stop a Trane.

Where is the support around standing behind the motto and making it right for the customer? My first Trane that was put in when the house was built only lasted from 2001 to 2010. Again nowhere near a 15-year life span.

Called Trane customer service and receive virtually zero help to resolve this issue. Went to Tier 1 then Tier 2 trying to get Trane to cover labor costs and install because this part did not last 2 years. Very unhappy with the quality of Trane units and support in the last 17 years.

When it is finally time to replace, why would I ever trust a Trane again? I bought it because of their, name reputation and supposed quality of the equipment. I need to repost this review about my Trane experience everywhere on the internet.

There has to be a lemon law, a firm to look into this as a class-action lawsuit, news outlets should pick it up, Trane needs to do a recalls, or something to help customers still dealing with heat exchanger issues. I cannot be the only one in Delaware with this issue. I bet this exists across the nation with thousands of people having this issue.

I asked for a free replacement when my unit was 8 years old since Horizon said Trane knows about this problem. I followed their recommendation because it was the best in 2010. I was told no but we will honor the last 2 years of your 10-year warranty. I need the problem fixed I don't want to deal with heat exchanger cracks every 2 years. When I get the part, I am on the hook for thousands of dollars for an install. That is not right or fair.

I need someone to help me with this again. This is unacceptable on a unit that should last 18-20 years. Two heat exchangers in the last 11 years and now I am getting stuck with the cost of labor and the install. Where are you Trane? A faithful customer needs you...

Extremely, dissatisfied, disheartened, and disappointed.

S. Washington
Delaware

Purchased a home in Phoenix Az on 1/15/2021 that had 3 Trane units. I moved into the home the 2nd week of February since the roof needed repair & not able to find a mover due to COVID.
Called the installer Scottsdale Air in May to have the 3 units checked out prior to summer, air filters changed etc. when I asked about the warranty they indicated that I needed to contact Trane directly to have the extended 10 year transferred to my name.
I did so & was informed that a new home owner only had 90 days to transfer the warranty (this was news to Scottsdale Air also)
I asked due to everything that has been going on, delay in moving in whether they could as a courtesy give me additional time since I had no knowledge of this. One customer service rep said 30 days, but on May 17th I was at 127 days therfore - nothing they could do! Not very pleasant customer service reps to talk to.
The original warranty was it and told you have about a month left under the base 5 year warranty rather than the 10 year the previous owner had.
I asked again if there was someone else I could talk to, they said no the timeframe was cast in stone. The only comment they made was ift would have to be done locally. When I asked what locally meant did not get any explanation. I called the only local Trane office I could find, was transferred a few time & finally told they had no idea what the customer service person meant.
Having a really hard time believing that a large company like Trane can not make any exceptions.
Any assistance with merely getting the 10 year warranty in my name would greatly be appreciated!
Thanks
Barbara Klemstine

I have 3 dealers that have come to my home to service the non-working system. They tell me and I have observed the problem with the inside coil, it is leaking at the eev valve, they tell me the coil has been ordered, the last service company came out and also stated they were unable to add Freon to the system to diagnose the problem farther, I am very frustrated that none of the service company's will even return my calls now to provide a date the coil will be available

Our brand new L8X1B air handler makes a thud sound when it fires up. It's annoying and a nuisance. The dealer installer doesn't know what to do to resolve it.

I want my $400 rebate as offered on the Trane website. It clearly states that with a new air conditioner purchase from an authorized Trane Air Conditioner Dealer, I happen to be located in Port St Lucie, Florida, that the Authorized Trane Dealer can assist you in obtaining the $00 Rebate from Trane for the purchase of your new Air Conditioner. I happened to pay $6400.00 for my new Air Conditioning Unit and Air Handler only to find out my Authorized Dealer did not know anything about the rebate until I told them to go onto the Trane website and they could clearly see the $4oo Rebate and that the Model Air Conditioner I purchased did in fact qualify for the rebate according to the website. However, the Dealer is now telling me it does not. Are they now keeping the Rebate for themselves? This is either false advertising or a very dishonest Trane Authorized Dealer located in Orlando Florida. This is unfair Business practice both on the part of Trane and their Authorized Dealer, I will not mention at this time but do a separate review on them.

We finished our upstairs about 1.5 years ago to get more room for an aging mother. She ended up not moving in with us, since she got sick, was put in a nursing home, and then passed away. So the newly finished upstairs has not been used very much. We had to spend a lot of time away from home with closing her estate, since she lived several states away. I noticed that the Trane heat pump that was installed 1.5 years ago quit cooling the upstairs about two weeks ago. I called the installer who came out to assess the heat pump. They ascertained that the coil in the upstairs air handler unit had a leak in it. Trane gives a one year warranty and is not offering much to help with this repair. I am looking at $1350 to repair this Trane unit that is 1.5 years old. Trane has offered to pay $250 of this amount, which I find to be completely inadequate. Let's look at the facts, Trane supplied a defective coil that has a slow leak to my installer. I didn't notice it until their warranty expires due to personal loss. The heat pump still put out cool air at that point, but it was not cold enough to cool the upstairs during a mid-80's day and ran all day to little effect. This heat pump was used very little after it was installed, and still broke down on us. I am totally disappointed with this Trane heat pump and the support Trane offers for their deflective parts that they supplied to my installer.

I purchased HVAC unit 3 years ago from Lowes in Columbia, SC.
Lowes convinced me to buy the Trane HVAC, my old HVAC was 14 years old and the coil needed to be replaced. A few months ago, the people that installed this $5, 600 unit came for an annual checkup and informed me that I would have to replace the coil on this less than 3-year-old unit.
Part was free but the labor would cost me $1300 dollars. I am on social security and cannot afford this. I called Trane customer service since it has a 10-year warranty, although just for parts not labor. It is obvious to me that it is a defective unit. No one at Trane wants to work with me. I am always getting the run around.
For a reputable company like Trane, they have the worse customer service and a bad product.
They sent me to Lowe, Lowes cannot do anything, the installer Blythewood A/C that Lowes used to install this unit told me to call Trane and so on and so forth.
I will not recommend "Trane" product to any of my friends and family.
I would like for this company to take this unit back and give me a different unit instead of giving me the run around.

Shane lakho

[protected]@hotmail.com

[protected]

My 4 year old Trane A/C quit cooling over Memorial Day weekend (May 23). After adding 5 pounds of refrigerant I was cool again. Twenty three days later (June 18), my a/c quit cooling again, after adding 6 pounds of refrigerant this time, I was cool again. Ten days later my a/c quit cooling again, this time they added 7 pounds of refrigerant and diagnosed a leak in the condenser coil. I was able to get a new coil within warranty but in the process, they added 10 pounds of refrigerant.

Mind you, I had contacted their "Customer Relations" early on in the process and started a case (75166) and was told that I should save the invoices and submit them to Trane for consideration of possible labor reimbursement. The young lady I spoke to said she would email me the website to submit the invoices...I never received her email. When I called back several days later to let them know I never received the email, I was told that there is no website and they would not reimburse for labor or refrigerant.

During this process 28 pounds of refrigerant disappeared into the atmosphere and at $55.00 per that comes to $1485.00.

I was also charged $1550.00 in labor charges. The grand total for the repair of my 4 year old $6000.00 heat pump totaled $3035.00.

If I have to have additional service calls any time soon, I will be tempted to tell a technician to pull the piece of crap out and start new with a different company.

AFTER BEING TOLD BY THEIR OWN CUSTOMER SERVICE REP THAT I COULD BE CONSIDERED FOR LABOR REIMBURSEMENT AND THEN A FEW DAYS LATER BEING TOLD THERE IS NO WAY IN HELL WE'LL REIMBURSE LABOR, I AM REALLY PISSED. If Trane only paid labor to replace the coil I would consider this a win-win situation. My complaint is with TRANE, not the dealer that serviced the uni.

Bought 4 ton heat pump 16 seer and matching air handler 3 years ago for almost $11, 000.00. Today the evaporator coil failed and is going to cost me $400.00 today for trouble shooting and another $1750.00 tomorrow to replace coil. What a piece of crap. Trane should stand behind there so called high standards. Redmon heating and a/c installed 3 years ago and are doing the replacement. I shouldn't have to eat this new unit repair cost. Might as well bought a cheaper brand. Last Trane I buy!

We had our system replaced about 4 years ago with a trane system. During the last 4 years we keep getting a build up of a substance that clogs our drain tubes and if not cleaned out every 3-4 months, the unit shuts off due to water clog. About 4 months ago we had to have the coil replaced, which even though it was under warranty, it still cost us over $500 labor. This time, it is so clogged with the white mucky stuff, the float switch quit working and it leaked water through our ceiling. This will definitely be our last Trane system. Not sure why the clogging keeps happening or where this white mucky stuff comes from. Very frustrating

My 3-year air conditioner has a problem - compressor doesn't operate. Then, on 7 May 2019, I called Trane Service - Thailand (TDS) to request for the repair service, but staff told me to call another number to contact their subcontractor directly because the warranty period of my unit already ended.

Is this the Trane policy to not responsible for repair services after 1-2 years of the buying? Why customers have to contact your subcontractor directly to request for the repair service?

Can Trane (Thailand) company be the focal point for the repair services in order to ensure the rectification work is good enough?

Note: As usual, for other brands, I can call them to request for the repair services and they willing to send technician to fix my problem, but I cannot do this practice with Trane.

Sipira

I am done dealing with Trane. Turns out "Nothing can stop a Trane" except bad customer service.

Purchased a Packaged Rooftop HVAC Unit about a year ago. It suddenly stopped working. Inspection showed the fan shroud had not been installed correctly at the factory (missing a rivet) and in time it drop down, caught the fan and ripped it from the remaining anchors. Fan & motor also damaged.

Contact my installer who informed me that the shroud, fan & motor would be covered but not labor ($480) & the top cover (all bent up) because it is "not a functional part of the unit (ignoring the fact it hold the fan assembly & shroud. So, add $800 to the cost of the unit. I contacted Trane myself & escalate the issue. They did not care, simply quoting the warranty.

I gave up, did my best to bend the top back into place, bought a rivet gun, and fixed it myself in about two hours.

This is the 4th Trane I have purchased in my remodel business. It is the last.

Plenty of other options . . . .

have attached a photo of a eight year old unit(coil) installed new in my home. I was having to add refrigerant every year after year four. I had service techs out to look at unit and ran testing for leaks. Notice in the photo that when coil was put into blower housing unit it was pressed against the sheet metal. This in time caused electrolysis causing the unit to have a small leak. I have replace my old Trane with a new complete unit under protest. Please tell me what Trane is going to do about this problem? The quality assurance standard was NOT and should have NOT been passed.

In Jan 2014 I had this air and heat and heat pumped installed by Aireserve of Birmingham, Al. They were and still are professional and did a good job. The cost was 10k.
After unit stopped cooling on sept 28, 2018 I called and a service man checked system and said I would need repairs to the tune of appx $1800. I understand all mechanical items eventually will need repair but for a unit that is less than 5 years old it seems ridiculous to have to insure this expense. I researched Trane and thought I was purchasing the most reliable system possible. Obviously I was wrong. The unit was properly serviced.

Trane air conditioners cost twice as much as many quality name brands and don't last half as long; their extended warranty is expensive and effectively worthless, a double whammy.

Our trane brand air conditioner (supposedly the cadillac of the industry, bla, bla, bla,) blew up and needed $2, 280 in repairs after only 8 years (the original generic unit the builder used lasted 18+).

The warranty process is intentionally complex, and must be filed by the company doing the repairs (and why would they waste their time, so the customer can get some money back? Yeah, right). Worthless.

Don't fall for the extended warranty ruse, whatever the product. They are over-hyped to sound wonderful at the time of the sale, but are nothing more than extra profit for the seller, disappointment for the buyer.

Save the cost of the extended warranty they're pushing (put your fingers in your ears and go, "la-la-la-la-la" until they shut up about it), cross your fingers, and plan on paying repairs yourself, which you'll end up doing anyway, just like we did.

Due to a shotty installation I have had nothing but issues with my heat pump units, over 12 service calls in 4 years, the install was in 2013. I had a second certified trane company (alternate from the installer/former service provider) to fix my unit once again that is not cooling, mind you these units are not even 5 years old. The input he provided was sickening and shed a light on the matter greatly, I am infuriated with the installer, (who shall remain nameless for now) and trane, who allowed such a person to install their product. I will list the matters as it will be easier to list than write a novel on the issues I have had over the past 4 and a half years.
1. My upstairs unit is on its third compressor, they have swapped it out twice. — to this day it still has additional delays and filters on it that are required to function-not normal!
2. Since the install, we have had approximately 12 service calls (which was paid for by myself after year 1!)
3. The 20xl that I purchased was paired to the incorrect air handler unit and was essentially downgraded below the 20 seer level that I purchased... So the installer could save money! - the installer talked me into purchasing the top of the line unit to save on my electric bill only to downgrade it, essentially defrauding my household.
4. The new company just brought to my attention that neither of my cleaneffects air filters were registered by the installer, nor was the serialized thermostat (which I had to beg the installer to install) (that is now broken and in need of "warranty" replacement).
5. The attic unit leaked which I had to insulate to prevent condensation, preventing further damage to my home... Rather than paying for another service call!
If I have had all of these issues (plus some) within the first 4 years, how many more issues will I have when these units are actually old?
All of the issues with my $16, 000 systems are because of a poor install. I have provided all corresponding documentation to trane's "senior escalations specialist" who has, since 23mar, not done 1 thing to rectify this situation. Furthermore, she has not responded to my last 4 e-mails. Trane has stonewalled me and will not do anything to resolve any of my ongoing issues, they have yet to offer up a single solution. Not to mention the fact that the shotty install is slowly affecting the life-span of my units, decreasing it greatly! I purchased trane because it was supposed to be the best, to this day I have not experienced anything short of awful. This whole experience has been dreadful, if it is not resolved to my satisfaction I will have no other choice to convey my discontent with everyone I meet and encounter. Strongly suggesting that they avoid trane like the plague, to avoid the extreme stress and strain that trane has put on me and my pocketbook. This is not what I was purchasing when I bought the "best".

I contracted with spectrum air, fort myers, to install a new trane xl20i complete system on may 21, 2012. I also bought a 12-yr extended warranty (parts and labor) at the time from you, through spectrum. Installation was without problems.

Within days I asked spectrum to come back out and see why there was a loud buzz-hum coming from the unit. They found no problem. This noise issue was assessed several times over the past 5 years, with the same conclusion from spectrum — no problem. They could not diagnose a problem and they never offered to replace the defective compressor.

Warranty problem
Because my neighbors (and we) were getting fed-up with the noise after several years, my only remaining option was to have another certified trane specialist look at it. I called the bruno air people who came out and investigated the unit. They found that the hi-stage compressor was drawing 12.5 amps, more than the 5.5 amps for the unit. They suggested that I get it replaced under warranty because running at that level would contaminate the refrigerant and damage the system. Trane agreed with the diagnosis and approved the replacement per their parts warranty.

I agreed to have bruno make the replacement but was informed that my extended warranty from trane would not cover the $1950.00 labor costs because the work had to be done by the original installer. I had to pay out-of-pocket to replace the original bad compressor.

A few months later the coil needed to be replaced, costing me another $2000 in labor costs, not to mention the money I spent for the original warranty!

Working with the trane warranty company was torturous as they would not follow-up with promises to resolve the issue. I'm out about $4000 in labor costs that should have been covered by the labor warranty!

Trane does not stand behind their products and will not work with their customers to make a bad situation right. I am a howmeowner in New Rochelle, NY. In October 1999, I purchased a new Trane furnace, air conditioner, and electronic air cleaner, Model # TFE245A9FRO. The EAC has a broken ionizing wire, that renders the unit totally inoperable. Trane no longer supplies the wires. Trane does supply a kit that includes the wires, but the kit costs $1450, which is $100 more than a new EAC! I called Trane to see if they would work with me to resolve this issue. Trane will not. I was told that my only two options are to purchase a new EAC, or the more expensive kit. Needless to say, I am very disappointed in Trane. When I chose them for my HVAC needs, I paid more, believeing the advertising hype that I was dealing with a top flight company that would stand by me. What a breach of trust and waste of money. I will not buy from them again, and will warn all of my friends and neighbors to avoid Trane.