Trane Residential Systems

I am writing to update you that we contacted the consumer *** *** and reached a resolution on September 29thThis issue has been closed out on our end for some timePlease let me know if you have any additional questions *** *** Department Manager Consumer Relations Trane/American Standard Residential HVAC Phone: *** Fax: *** www.trane.com ***

We apologize for the delay in our responseWe handle all inquiries in the order we receive them and yours has been marked as urgentA representative will be reaching out to you as soon as they have reviewed your caseThank you. Consumer RelationsTrane/American Standard

Initial Business Response /* (1000, 5, 2015/07/30) */
We have been in touch with Mr*** and requested he provide to us copies of all documentation (quotes, invoices, ship with materials) that he received related to this purchase so that we may review the matterOnce we have this information
we will be in a position to respond to Mr***'s complaint
Initial Consumer Rebuttal /* (3000, 13, 2015/08/06) */
***Document Attached***
This complaint is NOT CLOSEDPlease leave it Open
TRANE did not respond to my requestHere is more info for your file:
I have mailed a detailed page letter to TRANE's Legal department and shared additional information
with themPlease be aware that I also filed a complaint with the North Carolina Department of Justice, (NC-DOJ) as I believe that this constitutes "common law warranty fraud", as well as unfair and deceptive trade practices, which appears to be illegal under NC Statutes (particular '75'governing common law fraud, and 75'16.1)I have informed the NC'DOJ of this
I also found an example website of another
NC Trane AC dealer (*** of Wilmington, NC) and a Gainesville, FL Trane dealer (***) that lists the Trane Year Limited Warranty for the
very same heat pump system that I bought on their web page, with no disclaimers or restrictions
mentioned, which as I reported to NC'DOJ in my letter, indicates that there is little or no policing of Trane dealers advertising by Trane corporate
More importantly, I found an internal TRANE FAQ document online that indicates several issues about HOW TRANE IS IMPLEMENTING THIS MANDATORY DAY
ONLINE REGISTRATION program that appear misleading and deceptive, even that TRANE sent
"cheat sheets" to the TRANE dealers about the roll out of this new program, while a trade journal article published at the same time, described how their new online warranty registration process was supposed to "ease the burden on consumers"Nothing could be further from the truth
So, I believe and hope that NC'DOJ will agree that this is deceptive and misleading, as the new process is designed only to reduce the liability of warranty costs to TRANE in years 6'by reducing the number of customers with year warrantiesIn my case, I was not told to register my system ' it was buried in non'conspicuous fine print which I think violates the requirements of the Federal Magnuson-Moss Warranty Act
I have provided a copy of the Trane Dealer FAQ internal doc, excerpts of the Magnuson Moss Warranty Act, and a screen shot of an un'policed local Trane dealer website in my own town, along with other pertinent docs and details, including my original sales proposal and invoiceBut, since the NC-'DOJ has opened an investigation into my complaint, I wish to see where that is goingTO PUT IT ANOTHER WAY, this is still OPEN
THE BOTTOM LINE HERE IS VERY SIMPLEI asked TRANE to merely restore the Year Limited Warranty that I paid for, which is on the written Quote/Proposal from my local Trane dealer
THEY HAVE REFUSED AGAIN AND AGAIN
But, according to their internal Dealer FAQ
document, which I can share with any interested party, IF I LIVED IN CALIFORNIA or QUEBEC, I
would get the full Yrwarranty! WHy? Because TRANE knows, and their staff told me this over the
phone, that it is illegal in CALIFORNIA by state statute for them to do thisI believe it is
also illegal in NC, possibly in Missouri as well, but I am not an attorney
So, the only logical reason I can think of for TRANE not to restore my original yrwarranty, to not give me the benefit of the doubt and provide the very Year Warranty that I originally paid for, is to save money for the corporate office, or because it would set a precedent for them that will create issues for other cusotmers in similar situations
I think many Missouri Consumers are likely to be disadvantaged by this online registration policy, either now or in the near futureMany of them may not even realize that they have lost years of warranty coverage until a problem occurs, then will get stuck with a parts bill they should not have had to pay in the first placeHOW IS THAT FAIR?
In my humble opinion, Tranes new policy is bad faith, and it is also a form of "bait and switch" when the dealer sells you a Year LTD Warranty, and TRANE rolls it back at Day to a Year warranty if the system is not registered online
If TRANE wants to do the right thing at this point, they should respond to the NC'DOJ complaint or to your StLouis Revdex.com complaint and
issue me a refund, as I requested through your Revdex.com as my mediatorIt's never too late to do the right
thing, even if you are a big corporation like TRANE
In closing, let me remind anyone that works at Trane that cares: :Truly I say to you, inasmuch as you
have done it to one of the least of these my brothers, you have done it to me." Matt 25:

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***Please forward payment to the following address:*** *** ** *** ***Parkland, FL

Complaint: ***
I am rejecting this response because: I am still waiting for a decision from Trane We FINALLY (after wks) received the parts to fix our AC (middle of summer in FL without AC is NOT fun!) at a cost of $ If these parts are in high demand due to constant failure...why don't they keep them in stock? I reject this until I hear further from TraneThanks
Sincerely,
*** ***

Thank you for your responseUpon further review of your case we have determined that the product in question, an Aspen coil, is not manufactured or sold by TraneWe cannot provide you with any monetary compensation towards a product we do not producePlease direct any further complaints about this product to the proper manufacturerThank you

Thank you for reaching out to us againWe are truly sorry that you have not been contacted! We do have an open case for you and a representative is researching your situationThis representative will be in contact with you before the end of business today. Sincerely,Consumer Relations Supervisor

Complaint: ***
I am rejecting this response because:
I received a response from Trane/American Standard that a representative will contact me shortly and may take up to hours for the representative to reach out to meIt has been five days and no one from Trane/American Standard has reach out to me
Sincerely,
*** ***

We apologize about the delay in our response. The summer months are peak season for the HVAC industry and our response time can be increased due to the number of inquiries we receive during this time. We strive to handle each concern as top priority and will reach out to you as quickly as possible. Thank you for your patience.   Trane/American Standard Consumer Relations

We are still working diligently to get this situation addressed. As soon as the problem has been resolved an update will be provided to the Revdex.com and the consumer. Thank you for your patience.

Complaint: [redacted]
I am rejecting this response because:
You are incorrect!! Trane did use the Aspen coils on there systems in order to achieve the energy efficiency rating at the time my system was installed. Trane only later made there own coils which are now aluminum. My trane approved system was installed by a trane authorized installer and my aspen coil installed was backed by Tranes warranty covering parts and labor, so there should be no issue to that. My aspen coil that was replaced the first time that it failed was approved by trane also. So it does not matter since you are still liable for the product installed. Trane also refunded me in the past when my first aspen coil failed. So there should be no reason why you should not refund me now. You are commiting a fradulent act if that is your stance and you are beaching the trane warranty contract that trane agreed upon!! Nowhere does the contract state that the freon is not included in the warranty nor does it state that a different branded coil is not covered! You obviously dont even know you own products history in that trane used aspen coils in the past. Again know all the fact before you make up an excuse not to pay out what is owed to me because your product failed! Look at my past complaint Revdex.com case#28017081 Submitted on 9-5-2014 in which trane approved a refund on coolant I paid out of pocket for the failed Aspen coil.Again, proof that the brand does not matter!!!
Sincerely,
[redacted]

Thank you for reaching out to Trane/American Standard regarding your concerns. A representative will be reviewing your case and reaching out to you to discuss your situation further. Since your equipment is currently functioning and you have cooling/heating it may take up to 48 hours for a...

representative to reach out to you. Thank you for your patience while we investigate this on your behalf. Consumer RelationsTrane/American Standard

Initial Business Response /* (1000, 5, 2015/06/23) */
A representative with Trane Consumer Relations has gotten the part expedited to the consumer and has offered to reimburse for the cost of two portable air conditioner units. Consumer Relations is also paying a dealer with more immediate...

availability to go out and perform the required work.

Thank you for contacting Trane/American Standard through the Revdex.com. We are sorry to hear that you are experiencing an issue with your Trane/American Standard Product. A representative will be reaching out to you directly to discuss the options for a resolution to this situation. We...

look forward to working with you. Thank you. Consumer Relations Department Supervisor

Initial Business Response /* (1000, 5, 2015/09/16) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@irco.com
The consumer was offered a goodwill concession beyond the terms of her limited warranty because of the issues she has experienced. This offer...

was declined and her case was closed. However, a different representative will be reviewing her case and will reach out to her to discuss the options further.

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

We apologize about the delay in our response. The summer months are the peak season for the HVAC industry and our response time is longer than in the off peak season. A representative has been assigned your case and will be reaching out to you as soon as possible. Thank you for your patience.

Trane Consumer Relations has forwarded this complaint to the local sales office for review. During the course of this review it was determined that none of the issues that the consumer has encountered are due to malfunctioning equipment but rather the result of dealer errors. Trane has determined...

that the installing dealer must remedy these issues. Thank you.

Complaint: [redacted]
I am rejecting this response because: I never heard back from Trane on the matter.My cell phone is [redacted], if they would like to reach me during the day.
Sincerely,

Complaint:...

[redacted]
I am rejecting this response because:
Trane replied on 11/3/16 stating:"Thank you for reaching out to Trane regarding your concerns. A representative will be reviewing your case and reaching out to you to discuss your situation further. Thank you for your patience while we investigate this on your behalf.Consumer RelationsTrane/American Standard"As of this response, no contact has been attempted by Trane. I am still waiting on an appropriate response to my complaint.
Sincerely,
[redacted]