American Standard Heating & Air Conditioning

Thank you for contacting Trane Consumer Relations regarding your concernsAs a manufacturer of heating and air conditioning equipment there are a variety of complexities that weigh into the performance of our equipment and much of that is impacted by the application in which it is installedFor this reason Trane chooses to handle each consumer inquiry on a case by case basis by maintaining direct contact with our consumers to reach an amicable resolutionAdditionally, by maintaining direct contact with our consumers we are able to reduce the amount of time spent reaching a resolutionUpon reviewing your information in our system we were able to locate your active escalation with our customer service departmentThe recall for your unit does not prevent the equipment from running as it is simply a grounding screw that needs to be replacedIf there are additional issues that have not been diagnosed please reach out to a local Trane Comfort Specialist for service (no diagnosis has been provided to show there are additional issues beyond the recall)At this time, Trane Consumer Relations is awaiting your decision on which dealer you would like to use for the recall and possible repairsFor further assistance on how to proceed with your case please contact your customer service representative at [redacted] Thank you for your contact.Trane Consumer Relations Management

Thank you for contacting Trane and American Standard Consumer RelationsWe have reviewed your complaint and do see an active case in our systemThe last notes from this case indicate that *** ***' supervisor did reach out to you on January 9, via telephone at which point he left a
voicemail requesting a return callWe apologize for the confusion and will be contacting you directly to discuss resolution optionsThank you for your patience *** ***Consumer Relations Supervisor

Complaint: ***
I am rejecting this response because:
***, Thank you for the quick response, and I look forward to speaking to Mr*** once againI do have to bring to your attention, the fact that the paper work I provided you about the Installer guide, if read from beginning to end will reveal that it is the replacement guide"This TXV Kits will be an exact replacement for the current TXV that is installed in the air handler or coil." I have also contacted other installers, and maintenance professional companies about the "Preventable Maintenance Checks" to the area where this valve is located, and all have reported back that it is not a section covered under any of there service plans, as it would cause more wear and tear on the units than anything elseThey all said it requires to take the top of the unit off, which contains the cooling fan, and coil assembly and support structureIt was also reported that it requires the removal of the cooling fans electrical harness each and every time the top cover is taken off, which puts stress on the connections, and the wiring harness itself. Routine removal of these components would be more detrimental to the overall unit than anything elseAccording to the same companies who routinely maintain and install these types of units, it was reported that during installation of the unit from the factory, the only requirements to remove the section where the TXV is located, is if there is a problem with installation. American Standard Unit Installation Guide, does not reference the removal of the top cover, for any removal of zip ties, it only references, duct installation, electrical wiring, and filling and testing the unit during installationI have requested, and received information from all companies what a install of this unit would consist of, and all have reported similar informationI have also looked thru the guide that came with my unit when it was installed, and there is no reference to the removal or inspection of the TXV valve from the factory prior to first useAll I am asking for is for my unit to be repaired and restored to serviceThe unit should not have had the amount of work and money spent on it, for how young it isI understand that mistakes happen during manufacturing, and also some things fall thru the cracks, and I am thinking this is one of themAgain I look forward to hearing from him, and finally getting this problem solved, and some heat restored to my home
Sincerely,
*** ***

Thank you for reaching out to Trane regarding your concernsA representative will be reviewing your case and reaching out to you to discuss your situation furtherThank you for your patience while we investigate this on your behalf.Consumer RelationsTrane/American Standard

Thank you for your responseThe information you provided in the installers guide is accurateHowever, the installers guide is for the installing dealer, not the manufacturerWe put these instructions in our installer's guide so that any areas that are at risk for vibrating against each other during operation can be adjusted as the products do tend to shift during the shipping processThe method sheets for how to build this particular unit indicate that plastic ties should be used to secure parallel tubes to one another to prevent the tubes from rubbing togetherAfter several years of operation, some vibration could occur and cause the tubes to rub leading to the issues you experiencedIn recent years we have implemented the protective sleeves you mentioned but your unit was produced before this implementationThis is not considered a manufacturers defect and is considered preventable through regular maintenance checksAt this time, any monetary offer that is made to you is an attempt to make you whole and is not made under warranty obligationMr*** will be contacting you directly to discuss any assistance we can offer *** ***Consumer Relations Supervisor

Initial Business Response /* (1000, 6, 2015/09/25) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@irco.com
Trane Consumer Relations has looked in to this matter and has determined that the unit was repaired on 9/24/and is working to manufacturer
specificationsWe apologize that an issue occurred that resulted in waiting on the necessary parts and are happy to hear that the equipment is back in working orderThank you for providing your feedback and bringing this to our attention

Hello!According to our records a representative did reach out to you in April to discuss your case as a result of your contact through the Revdex.comYou were in touch with a representative (Ms. ***) several times over the course of the caseBecause the issue you are experiencing with door seals
is not a factory installed part we are unable to assist with that repairAdditionally, we have confirmation that your extended warranty was to be refunded to you per your request once we received the cancellation requestAny accessories installed at the installation or the product and any installation related issues would need to be addressed by the installing dealerHVAC equipment is an applied product and American Standard is not responsible for the actions taken by the installing dealer that may result in issues with the functionality of the productPlease let us know if you have any additional questionsThank you.*** ***Consumer Relations Supervisor

Complaint: [redacted]
I am rejecting this response because:Mr. [redacted] did get in contact with me on 1/9/2017 via my cell phone, We had a 26 min conversation where he explained the information he had, and I explained mine. He informed me that he would be getting in touch with manufacturing department for the steps of the installation of the TXV on the assembly line, he was also to pull a copy of preventative maintenance procedures that state this item is to be inspected at each interval, and also the unit installation instructions where it states that the zip ties must be cut off the TXV after the unit is shipped and setup at the location of installation. He has failed to get back in touch with me about any of this information. I contacted [redacted], on 1-30-17 via email, and haven't heard anything back as well. I have found replacement part instructions from American Standard that state the TXV must not contact anything, and I supplied those to both parties, who assumed that this was the case during manufacturing, but I have also supplied the pictures that prove otherwise. It is more than just the TXV tubing that was damaged in all of this. I look forward to hearing form American Standard, and also someone with some insight to where this part is located and the steps needed to gain access, and service and replace this part.
Sincerely,
[redacted]

Thank you for contacting Trane Consumer Relations regarding your concerns. As a manufacturer of heating and air conditioning equipment there are a variety of complexities that weigh into the performance of our equipment and much of that is impacted by the application in which it is installed. For...

this reason 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. Additionally, by maintaining direct contact with our consumers we are able to reduce the amount of time spent reaching a resolution. Upon reviewing your information in our system we were able to locate your active escalation with our customer service department. The recall for your unit does not prevent the equipment from running as it is simply a grounding screw that needs to be replaced. If there are additional issues that have not been diagnosed please reach out to a local Trane Comfort Specialist for service (no diagnosis has been provided to show there are additional issues beyond the recall). At this time, Trane Consumer Relations is awaiting your decision on which dealer you would like to use for the recall and possible repairs. For further assistance on how to proceed with your case please contact your customer service representative at [redacted].  Thank you for your contact.Trane Consumer Relations Management

Initial Business Response /* (1000, 5, 2015/09/21) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXXX-XXXX
Contact Email: [redacted]@irco.com
To Whom It May Concern,
We apologize that there was confusion on the warranty process. Unfortunately, it is the homeowner's responsibility...

to make sure that all warranty coverage is up to date and accurate; Trane cannot keep track of repairs being completed outside of the warranty process to ensure that protocols are being met. The servicing dealer should check with the parts center through which they order the replacement part to see if there is any remaining warranty coverage. If the equipment is under warranty they would complete the repair and return the old part for an account credit. The warranty process is in place to ensure that the correct replacement parts are used and that the malfunction is inspected. Without this process being followed we cannot ensure that all actions that were taken were appropriate and, therefore, cannot reimburse for this repair. We apologize for any inconvenience this may cause and appreciate the time you took in making us aware of this issue. Thank you.
Trane Consumer Relations

Initial Business Response /* (1000, 14, 2015/08/24) */
This consumer has been in contact with our escalation department and her matter is being handled. A representative has been out to home at this time.