Trane Residential Systems

We apologize you have experienced an issue with your Trane equipment. As the manufacturer of an applied product, there are a wide range of factors that can affect the equipment's performance and longevity, including installation, maintenance, and environment. Trane provides a limited warranty to...

account for many of these variables and Trane has honored your limited warranty to its fullest extent. At this time, the limited warranty on your equipment is expired and we respectfully decline to participate in offsetting the costs of your repair. We appreciate your contact and your feedback.

Complaint: [redacted]
I am rejecting this response because:While we are satisfied with the case being assigned internally and encouraged by the discussions we've had, we do not have a final resolution at this point, so it would be pre-mature to close the complaint at this time. We are encouraged though and thank the Revdex.com for the help and assistance we could not get through TRANE ourselves. We will remain optimistic.
Sincerely,
[redacted] And [redacted]

We apologize about the delay in our response. According to your complaint you do currently have a functioning unit and we must prioritize our escalated cases by the status of the cooling/heating in the consumer's home. Since you have a functioning unit and your concern is related to the warranty status your cases was marked as non-urgent. We will reach out to you as soon as a representative has had the chance to review your situation further. Thank you for your patience. Consumer Relations

Initial Business Response /* (1000, 7, 2015/08/18) */
This consumer has been contacted by a Consumer Relations Representative who is working with her dealer and the local technical support to reach a resolution.

Complaint: [redacted]
I am rejecting this response because: No one has contacted me about this! They told me a representative would be reaching out to discuss the matter with me further but I have not been contacted at all.
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. A representative will be reviewing your complaint and contacting you within 48 hours. If you have any questions we may be reached at [redacted] Monday through Friday between 8:00am and 6:00pm CT.
 
Thank you for your contact.
Trane Consumer Relations Management

Thank you for reaching out to Trane and American Standard through the Revdex.com. I am very sorry to hear that you have experienced an issue with your product and hope we can rectify this situation for you. To better assist you a representative has been assigned your case and may have...

been in contact with you already. If you have not heard from someone we will be reaching out to you as soon as possible. We look forward to assisting you with this matter. Sincerely,[redacted]Consumer Relations Supervisor

Initial Business Response /* (1000, 7, 2015/09/10) */
The following email was sent to the consumer directly on 8/28/2015:
After reviewing the information provided I have determined that there is no option for replacing your equipment. In order to receive a replacement unit an individual piece of...

equipment would need to experience three major failures within a short period of time; on an outdoor unit this would be the compressor, condenser coil, reversing valve, or expansion valve and on an indoor unit this would be the evaporator coil, expansion valve, or heat exchanger. After reviewing the repair/claim history on your equipment you do not meet these requirements. I apologize that we are unable to meet your requests and must respectfully decline to replace your equipment.
If there is any further assistance I can offer please do not hesitate to let me know. Thank you for your feedback and for voicing your concerns.

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

Complaint:...

[redacted]
I am rejecting this response because: I have not heard directly from the business at the time of this email.  I do not want to accept anything formally until I have spoken with Trane directly.  Until I hear from them....I would like to keep this claim open.  Thank you.  
Sincerely,
[redacted]

Thank you for reaching out to Trane Consumer Relations regarding your complaint. After reviewing the information provided as well as the previous case(s) with our escalation department I have determined that Trane has honored our limited warranty to its fullest extent. All Trane equipment comes with...

a limited warranty that covers parts only and does not include labor, refrigerant, service calls, diagnostics, replacement units, etc. While I understand the frustration this has caused, your equipment does not qualify to be replaced. Since our limited warranty does not include new units there are strict considerations to which we must adhere when considering a unit for replacement. To qualify for consideration your equipment must have experienced three (3) major component failures (major components are compressor, condenser coil, TXV, and evaporator coil). At this time there are zero (0) warranty claims on either of your units and, therefore, do not qualify for consideration for a replacement unit.In situations such as these, Trane will offer a percentage of your out of pocket costs as a goodwill gesture in effort to make you whole. This offer is beyond the terms of the limited warranty and is made in an attempt to restore your faith in our brand. Since you were unhappy with the amount that was offered to you by our escalation specialist, we can increase that amount to $234.00 which is 30% of your out of pocket costs associated with this repair. Since you have already received a goodwill gesture from Trane in April 2016, and these are generally onetime offers, this will be the final amount with which we can assist. Please confirm that this is acceptable and a mailing address to which I can send your reimbursement check. I look forward to your response. Sincerely,[redacted]Department Supervisor

Complaint*...

[redacted]
I am rejecting this response because because it does not provided a resolution. The business says they're investigating and they will contact me. I have not heard from them yet. I still want them to honor warrantee terms of 10 years rather than 5 years based on the information they requested and which I provided and to stop asking for more things because it feels that the more I provide the more they keep asking. It feels like warrantee evasion. I am waiting for them to contact me.
Sincerely,
[redacted]