Trane Customer Service Issues

Case ID: [redacted] I am a consumer with a Trane system under warranty and a leak in my inside coil. The part is not available locally, and Trane Consumer Relations requests the Certified Trane Service Company to order the part, with me providing the details for shipping it to the Trane Supply. The Service Company is Fox Heating and Air, contact Tyler Fox at [redacted]. The required part is the Inside Coil - Part #: COL19089 for Model: GMA5B0C48M415BA; Serial #: 142635NTAV. Urgently needed to prevent discomfort for my family and pets due to extreme heat. Supervisor Jennifer provided no solution and Customer Relations is placing extra burden on me. Requesting immediate resolution.

I have a question about the Trane "Horizon" Outdoor Air Cooled Heat pump unit "OABE108A3" that my designer recommended for a military canteen. The engineer specified a minimum SEER rating of 12.2. I would like to confirm if this is accurate. If it is, I am requesting Trane to suggest a comparable unit with a minimum SEER of 18.6 or higher to meet the current military specifications for this application.

I had an American Standard ADE1A060A93661A 60,[redacted] BTU furnace installed last autumn to replace a Goodman 70,[redacted] BTU 2-speed furnace. The new furnace seems to have a lower fan speed for heating than the Goodman. As a result, it takes more than 6 hours to increase the temperature from 60 degrees to 68 degrees, and my heating bills have gone up. The installer is not responsive to my concerns and refuses to adjust the fan speed for heat. I am curious about the factory set speed tap for hot air on this unit compared to the Goodman. Can you provide information on what the correct fan speed should be for this model? I hope to resolve this without legal action but need assistance. Thank you.

We bought a system from Desantis Appliance and Air Conditioning located at [redacted] North Wire Road, Wildwood, Florida, [redacted], back in March [redacted]. Since then, we've encountered numerous issues with the air conditioner, far more than with our original unit. As seniors, we feel taken advantage of after paying $[redacted].00 for an extended warranty. We faced multiple charges, totaling $[redacted].00 for a clogged drain and a malfunctioning thermostat, which needed replacement. Just three months later, we had another clogged drain, costing us $[redacted].00. If the initial clog was properly resolved, this wouldn't have recurred so soon. We were even charged for a failed condenser, although we have a warranty, which the service person acknowledged only after I mentioned it. The continuous problems with the system have left us dissatisfied and regretful of our choice compared to the trouble-free experience we had with our previous, smaller unit in the 12 years we've lived here. Despite requesting a refund for the extended warranty, we were told conflicting information about who holds the funds. Communication with the company has been frustrating as no one seems available to address our concerns adequately, despite numerous attempts to reach out. As we are not wealthy individuals and value our hard-earned resources, we are prepared to escalate this matter until it is resolved, as being mistreated by a company after payment is unacceptable, especially at our age.

I purchased a Trane unit from Lowes in November [redacted] that included installation, but have been experiencing issues since the first few months. Despite contacting the installer multiple times, the problem persists. Lowes and the original installer have not been helpful, and I had to hire an H&A company to identify installation issues. It's been a frustrating and time-consuming process to get Trane to acknowledge the mistakes with the installation and provide a solution. The system is still not working properly, and the ongoing costs and stress are becoming overwhelming. I'm looking for a resolution to the installation problems, reimbursement for additional expenses incurred, and a functional unit that I paid for. The lack of proper customer service is disappointing, and I hope for a prompt and satisfactory resolution to this situation.

I recently had a Trane 16 SEER heat pump installed for the second time by AMERICAN Mechanical. The first unit had a squeaky motor, a dented cabinet, and scratches from the factory. Today's replacement unit has two dents and scratches, but the motor is quiet. I want to talk to the Trane representative in my area to understand Trane's responsibility. I haven't approved the job yet. I'm considering asking AMERICAN Mechanical to take away the unit so I can buy a Lennox or another brand. I'm curious if Trane units come with extra screws and who gets to keep them, the customer or the installer. I noticed a bag of screws that disappeared. Please let me know if a representative will come to speak with me.

This Trane system was installed on June 14, [redacted] by Advance Climate Control, Inc. at [redacted] Highway 59, Neosho, MO [redacted], managed by Mr. Tony Murphy. Unfortunately, the company went out of business within a year of the installation. When searching for a dealer on the Trane website for my address, none appear. Recently, my XR-14 Heat Pump has been tripping the circuit breaker when turned on, even after replacing the breaker. I had purchased a 10 Year Extended Warranty which expired on June 14, [redacted]. The only warranty service was a Dual Run Capacitor replacement on June 27, [redacted]. Despite requesting a service check on February 7, [redacted] for loud compressor noises, I was informed it was normal. As a retired ASE Certified Master Automotive Technician, I am seeking help in finding a qualified Trane Service Technician for repairs to my system and potentially financial assistance with the costs. Thank you for your understanding and help.

We finished renovating our upstairs area around 1.5 years ago to accommodate my aging mother, who unfortunately passed away after being placed in a nursing home. As a result, the upstairs where we installed a Trane heat pump saw limited use. Recently, the unit stopped cooling properly, and upon inspection, it was found that the coil in the air handler had a leak. Despite the unit being relatively new, Trane's one-year warranty doesn't cover the repair costs adequately. They are offering only $[redacted] towards the $[redacted] repair bill, which I believe is insufficient considering the circumstances. The defective coil developed a leak within a short time, and the heat pump failed to cool the space effectively even though it was barely used. I am disappointed in both the Trane unit and the support provided for their faulty parts.

I recently bought a Trane 5-ton HVAC system and now need filters for it that measure 20.2 x 26 x 4.7. Due to my disability, I can't access the attic where the warranty book and serial number are kept. Even though I have a ramp for the attic, it's still a challenge. I tried reaching out to Trane for assistance, but they require the serial number which I can't access. Any guidance on finding the right filters would be greatly appreciated. You can reach me at [redacted] Thank you. Best, Nancy Riley

My Trane XR split heat pump with electric heat keeps going into soft lockout during heating mode. The outside temperature was approximately 26 degrees, and I realized the condenser wasn't running. Upon checking, it showed a soft lockout code. I then switched to cooling mode, and the condenser ran fine. After switching back to heat mode, the heat pump started working, and the condenser ran as well. I'm puzzled by what could be causing the soft lockout at 26 degrees.

I recently installed a new Trance furnace alongside my older heat pump. When the heat pump is on, the furnace does not engage. I noticed 24 volts going to W1. Once I disconnected the heat pump at the wiring strip, the furnace started working. I checked the manual but could not find any information on this issue. I suspect it might be a timer on the control board or require an adjustment, but I'm unsure. In the meantime, I'm using emergency heat until this can be resolved. Any assistance on this matter would be highly appreciated. Model Number: S9X2B080U4PSBAB Serial Number: 203746NJ3G. Thank you, Rob.

I purchased a Trane Model #4WCY5060A1000AB Serial #[redacted]74L on 08/07/[redacted] to replace my 15-year-old Goodman unit. Unfortunately, it has not been functioning correctly since installation. Despite a visit from a Trane dealer and a Trane representative in July [redacted], who claimed the 2-stage unit was not compatible with my ductwork and wired the stages together, the issues persisted. After seeking help from another Trane dealer, I paid $90 for a capacitor replacement, which did not resolve the problem. Following more visits from multiple technicians, a broken part was identified today, with labor and freon costs not covered. It is frustrating to be replacing parts on a unit that is only 2.5 years old. This experience has left me disappointed in Trane, a brand I believed to be the best in the industry.

We moved into our new home 10 months ago and have been facing ongoing issues with our Trane XV-18 system. Despite multiple attempts to address the problems with our local dealer/installer, such as excessive fresh air intake noise and inconsistent airflow, the solutions provided have not been effective. We were promised resolution by Shane from Air Solutions on two occasions in July and August of [redacted], but these promises went unfulfilled. Even after contacting Taylor at Air Solutions, who assured us Shane would reach out, we never received a call back. The installation by Air Solutions has exhibited negligence and incompetence, such as failing to install the large media filter initially requested. When another Trane dealer assessed the installation, they quoted additional costs that we cannot afford on top of what we have already paid. We are at a loss and seek either a satisfactory resolution from Air Solutions or permission to have another reputable company rectify the issues, with costs reversed to Air Solutions. Thank you, --Kimberly

We chose Trane for its excellent reputation, but have been facing issues with our AC unit in the Arizona heat. Our problems began three weeks ago when the unit started blowing hot air in [redacted]-degree weather. After multiple attempts to fix it by specialized Trane HVAC companies, we are still experiencing the same issue. We have spent days in a hotel and paid for multiple service visits, with no resolution in sight. Despite the unit being under factory warranty, we are continuing to incur labor costs without a solution. We contacted customer service on 7/6/21, but they were not helpful and suggested sending yet another technician. We are frustrated and just want the problem fixed or a new unit provided. The unit's details are as follows: Serial # [redacted]40L, Model# 4WCY4060B1000C, Install Date 4/14/14.

I have two XL19i units in my house. One of the units starts on in the low stage and runs for 1 minute. At that point, the low stage compressor turns off, and the condenser fan continues to run. After 1 minute, the high stage compressor engages, and the condenser fan runs at a higher speed for about 2 minutes before turning off. Unfortunately, when the service technician was here, it ran normally. One of the capacitors tested low, and the other was dead. Both were replaced, but the issue persists intermittently. Meanwhile, my electricity bill for the past two months has been approximately $[redacted].00 higher than normal and looks like it will be again this month. What steps should I take to resolve this ongoing problem?

We purchased a home in February [redacted] that came with a Trane XR unit under warranty, installed in October [redacted]. This summer of [redacted], the AC malfunctioned, and we had to pay over $[redacted] for repairs even though Trane provided the part. Now, in December, the heater is faulty due to a card issue requiring $[redacted] for labor. It is frustrating how this unit consistently breaks down every season. Can I seek reimbursement for the nearly $[redacted] spent on repairs? I am disheartened by the poor quality of the unit.

I installed a new Trane 95 gas furnace three years ago. Recently, the heat exchanger cracked unexpectedly. The HVAC company I purchased it from informed me that this issue was common with Trane units due to the quality of the metal, which led them to stop selling them. They quoted me $1,[redacted] for the repair, even though the part should be covered under warranty. I am frustrated with the situation as the furnace was expected to last for 20 years without such a major breakdown occurring so soon.

I have a Trane TAM8AOC47V41ca variable speed Hyperion Air Handler paired with a Trane XL20I 4TYTX0048B10000A two-stage cooling unit, along with an XL850 thermostat installed on 10/13/[redacted]. I've had ongoing issues with the thermostats failing to communicate properly with the unit to activate stage 2 cooling when necessary. This has led to the unit struggling to cool below 78 degrees, especially problematic in the intense heat of SW Florida. My licensed Trane contractor, Air Advantage, has spent considerable time troubleshooting the problem, even reaching out to Trane's tech department. It seems there may be compatibility issues with the software on the new XL850 thermostats. Trane's tech team suggested potentially replacing the motherboard or trying a non-Trane thermostat as a workaround. I am seeking a response from Trane on how to resolve this issue promptly without the need for a full unit replacement. Your assistance is greatly appreciated as I urgently require a solution before the heat intensifies further. Thank you. - Ed Nowak

I had HVAC units (Trane) installed by Climatemakers in June [redacted]. On the first day, the A/C was heating instead of cooling. In July and August [redacted], the A/C failed again due to a missing air filter and clogged drain lines. Recently, in April [redacted], the A/C stopped working because of a refrigerant leak. I sought assistance from Climatemakers but was concerned about the cost of repairs for a unit less than 2 years old. My expectation was a reliable HVAC system with Trane, but the recurring breakdowns and health issues due to refrigerant leaks have caused stress and frustration. I suspect the issues stem from a faulty HVAC system or improper installation. I am worried about the long-term health impacts of refrigerant exposure following symptoms like nasal congestion, throat irritation, and eye discomfort. I am without A/C currently and hope for resolution either from Trane or Climatemakers, possibly with a replacement HVAC system. - M. Lowell

Hello John, I came across your contact information in an email thread. I work as a project manager for two Guthrie’s restaurants currently under construction. One is located in Grayson, Georgia, with Can-Cool HVAC serving as the HVAC contractor, and the other is in Cumming, Georgia (Coal Mountain) with Wilson Air Conditioning Service as the HVAC contractor, both having ordered Trane Roof Top Units. The Grayson project is proceeding as planned without any delays up to the date (02/15/23). However, the Cumming project has been facing continuous delays from Trane, with the shipping dates being repeatedly pushed back every two weeks causing frustration to both the Owner, Operator, and myself. I have a potential costly solution to address the delays in the Cumming project, but I would prefer if Trane could provide a guarantee on the latest promised date to avoid additional expenses and potential disputes. The trust in Trane’s delivery dates for the Grayson project has also been negatively affected due to the issues with the Cumming project. If you are not the appropriate contact for this matter, I would appreciate it if you could direct me to the right person to discuss these concerns further. Thank you for your assistance. Best regards.