Trane Company

Terrible customer service and replacement policies I bought one of their high end units and after years some of the electronics failed which caused many other components to failThe service tech said it would take 3-weeks to get the parts and then another days to rebuild the unit It actually took weeks to get the parts and days to rebuild the unitSince 85%-90% of the unit needed to be replaced/rebuilt, I was told that there was an entire replacement unit in stock and they could have it in one day and then another day to install it but authorization was required from the TRANE rep I was asked to place a call into the Customer Escalation department and to ask if TRANE would replace the unit since it would require a nearly complete rebuild of the system (in the field) and take over weeks to complete versus days to install a new one After I put the initial call into the Customer Escalation Department and gave them the details, I never got a call back I called back in times only to get an answer that they were looking into it After a weeks and a few days of that nonsense, the parts came in and the system was rebuilt During the rebuild the technician had to climb inside the unit (inside the coils) to remove and replace parts and while inside the unit he had bumped against the coils causing damageWhile the unit was rebuilt and appears to be working, it is not working as well as it did before

Terrible customer service and replacement policies.
I bought one of their high end units and after 4 years some of the electronics failed which caused many other components to fail. The service tech said it would take 3-4 weeks to get the parts and then another 2 days to rebuild the unit. It actually took 4 weeks to get the parts and 3 days to rebuild the unit. Since 85%-90% of the unit needed to be replaced/rebuilt, I was told that there was an entire replacement unit in stock and they could have it in one day and then another day to install it but authorization was required from the TRANE rep.
I was asked to place a call into the Customer Escalation department and to ask if TRANE would replace the unit since it would require a nearly complete rebuild of the system (in the field) and take over 4 weeks to complete versus 2 days to install a new one.
After I put the initial call into the Customer Escalation Department and gave them the details, I never got a call back. I called back in 4 times only to get an answer that they were looking into it.
After a 3 weeks and a few days of that nonsense, the parts came in and the system was rebuilt. During the rebuild the technician had to climb inside the unit (inside the coils) to remove and replace parts and while inside the unit he had bumped against the coils causing damage. While the unit was rebuilt and appears to be working, it is not working as well as it did before.

Terrible customer service and replacement policies.

I bought one of their high end units and after 4 years some of the electronics failed which caused many other components to fail. The service tech said it would take 3-4 weeks to get the parts and then another 2 days to rebuild the unit. It actually took 4 weeks to get the parts and 3 days to rebuild the unit. Since 85%-90% of the unit needed to be replaced/rebuilt, I was told that there was an entire replacement unit in stock and they could have it in one day and then another day to install it but authorization was required from the TRANE rep.

I was asked to place a call into the Customer Escalation department and to ask if TRANE would replace the unit since it would require a nearly complete rebuild of the system (in the field) and take over 4 weeks to complete versus 2 days to install a new one.

After I put the initial call into the Customer Escalation Department and gave them the details, I never got a call back. I called back in 4 times only to get an answer that they were looking into it.

After a 3 weeks and a few days of that nonsense, the parts came in and the system was rebuilt. During the rebuild the technician had to climb inside the unit (inside the coils) to remove and replace parts and while inside the unit he had bumped against the coils causing damage. While the unit was rebuilt and appears to be working, it is not working as well as it did before.