Report: #810062

Complaint Review: Trane

  • Submitted: Thu, December 15, 2011
  • Updated: Sun, November 18, 2012
  • Reported By: Trane SUX — Austin Texas United States of America
  • Trane

    Tyler, Texas
    United States of America

Show customers why they should trust your business over your competitors...

We purchased a brand new Trane unit in July of 2010.  A year and half later, the a/c is not blowing cold air.  I contacted one of our local air conditioning companies to come out and look at what was going on.  They informed me that there was a manufacture defect and the coil had a hole in it and was leaking freon.  He informed me that the coil would be covered under Trane's warranty, but I would have to pay for the installation and the freon.  I got them to get me an estimate and it was going to be $775.  Yep.. Thats right.  I paid over $4000 for a new a/c a year and half ago and now I was going to have to shell out another grand (the cost of installation plus the service call for them just to tell me what was going on)  The a/c tech told me he had seen this before on the Trane units and the problem was very common.  So I decided to 1st call Trane and give them an oppurtunity to correct the problem and all I received was very rude customer service, a hang up, transfered all around, empty promises of a call back and finally asked after giving my story "so what's the problem then?".  I got another a/c company to come take a look and and they informed me that they too had seen this problem and that in fact I have 2 holes and not just the one.  They patched it for the time being but told me that it would keep happening and I really need to replace the coils, which again, was told the part is under warranty.  They are still working on an estimate for the labor and freon. 

One of the times I talked to a Trane representative, (the one who hung up on me) (Ray something or other in San Antonio) he told me "the problem is the air...the air is causing the holes"  Apparently he thinks I am a complete fool and an idiot and thought I would just accept that answer.  So I informed him.."don't give me some BS story"  He didn't like that too much and told me he was done talking to me.

The second Trane representative ( who was actually very sweet and nice) informed me that the a/c tech did not install spacers between my coils and this is why I am having this issue.  I have yet to ask the original techs who installed my a/c if they were suppose to install spacers or not.  It appears just by reading all the complaints that a whole bunch of a/c techs apparently didn't install the spacers.  So to me, it sounds like they are very aware of the situation, but are doing nothing to correct the problem.  For instance, why are they not installing these "spacer" at the factory?  Why are the "spacers" not included in the original packaging?  Why is nothing mentioned in the installation manual about installing these "spacer"?

On to my third incounter with the Trane rep.  This guy was a piece of work.  He told me that I would receive a call back from the field manager by the end of the day.  I still have yet to receive that phone call and it has been three days.  When I told him my original story, he asked "So whats the problem?". Really Dallas? Not only did I shell out $4000 a little over a year ago, but now I have to shell out another grand?  So when I was giving him my daily call to check in today he told me that Trane will not pay for the installation of the coils because that will make Trane look bad and the company that does the installation may not carry Trane units anymore after that.  I informed Mr. Dallas that if they do not fix the issue, the a/c company that did the installation ( my husband works on the electrical side of the local company) will no longer be carrying Trane after I get done with them and tell them how messed up their company is and does not back their product.

Bottom line is, if Trane does not do a recall, then there will be lawsuits against them.  Im not saying it will be me, but after looking online at all the upset consumers that are spending their hard earned dollars on these faulty a/c's, there should be one if no one has started one.  Trane has the opportunity to make this right and they are just too money hungry to see the bigger picture.  Every one makes mistakes.  It takes a much bigger person (or company in this case) to admit it and I am not sure that company is Trane.
Is this Ripoff Report About you?
Ripoff Report A business' first line of defense on the Internet.
If your business is willing to make a commitment to customer satisfaction Click here now..

Does your business have a bad reputation? Fix it the right way. Corporate Advocacy Program™

Set the record straight: Arbitration Program

SEO Reputation Management at its best!

This report was posted on Ripoff Report on 12/15/2011 07:38 PM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

Search for additional reports

If you would like to see more Rip-off Reports on this company/individual, search here:

Report & Rebuttal
Respond to this report!
Also a victim?
Repair Your Reputation!

Updates & Rebuttals


#1 Consumer Comment

you are on to something

AUTHOR: davos - (United States of America)

First off I'm in the industry on the repair side and can tell you exactly what is going on with trane coils. The dissimilar metals of aluminum and copper coupling in their coils are self eroding under the condition  of electrolysis. This condition exists with all a/c equipment manufacturers yet with trane the failure is much more prominent than in their competitors. For example; just in the month of sept of this year (2012) alone we have had 9 condenser coil failures on trane equipment in one community. Two of the customers had two of their units go at once for a total of 9 coil failures and 7 customers. One of the double hit customers had one coil go while we were there replacing the first one. All of the coils happened to be covered under warranty for the parts because all the units were installed around the same time in 2007 and all of the coils failed at exacting the same aluminum/copper joint. We service many different manufacturers within the same square mile of this community and they all have the same environmental exposures and it is many miles inland of our coastal community. So with all things being equally the only inequality is with trane equipment and this one particular dissimilar metal union. Heck, we service older trane equipment, considerably older, that doesn't exhibit this issue in a subdivision less than 400 yds away. Bottom line is; when 30% of all your service activity in a given month revolves around a single manufacturer with the same exact problem it is real hard to recommend to your customers that they continue to purchase their equipment.
Respond to this report!

#2 Consumer Comment


AUTHOR: anon - (United States of America)

I completely agree.

This isn't about a warranty. Chances are that every other AC manufacturer has the same boiler plate coverage. What do you do then, not buy an AC? Pretty lame rebuttal.

The point of the matter is defective parts. Widespread, chronic defects. There is a very obvious (based on complaints all over the Interweb) problem with these coils. I had a builder-grade (aka: not very good) AC unit that lasted 11 years. It was on its last leg. We swapped it out for a "top of the line no one can stop a trane" unit in 2009. Sold on the "quality" and the "reputation", we felt confident.

Today we found out it's going to cost us $2000 to get it fixed because of this coil.  No friction, no rubbing, didn't need spacers, out in the open coil just sprung a leak. I live in a dry climate. No moisture. It's indoor, in the attic.

It's defective. Period. Trane is responsible for recalling, replacing, and paying the cost to replace it just like auto manufactures do. So maybe they'll do something when some 90 year old is found dead in their living room because the knowingly defective coil in the AC made the temp climb enough to cause heart failure.

I can accept a few hundred here and there, but I didn't pay $7,000 and expect problems 3 years later, let alone $2,000 worth of them. No one would regardless of warranty.

Do the right thing Trane. It's not a BS warranty thing. It's beyond that now. It's so d**n obvious.
Respond to this report!

#3 Consumer Comment


AUTHOR: Flynrider - (USA)

"Yes. You are correct in the fact that I do not want to pay my part. I already did a year and a half ago.  I don't think I should have to  after dropping so much money into something that should last way longer.  If I were talking about an ac that was way older, then I have not right to complain. "

   So what I understand is that you have read the warranty, understand the conditions, yet you think Trane should pay for labor anyway.    It seems that you have a basic misunderstanding of what a warranty is.    It specifically addresses what will happen if there are defects in the unit at various periods of time after purchase.    They are very specific about what happens, as opposed to your view that the unit should be defect free for "way longer" (whatever that means). 

   If the warranty as written was not acceptable, you could have gone with a manufacturer that had a better warranty, or you could have purchased extended warranty coverage.    You did neither of these things, yet you want the benefit of a full coverage warranty.    That's not going to happen.  I'm not just talking about Trane warranties either.   All warranties are specific about duration and what will be covered.   The fact that in your opinion they should last "way longer" is irrelevant.

Respond to this report!

#4 General Comment

Heres the deal

AUTHOR: Richard - (U.S.A.)

First off Trane didnt charge you 4000.00 for the unit. A cooling and heating company did. I assume that you must live near Harlengen or thereabouts. If you had a 14seer  3 ton Trane unit which is common in that part of the country, well the heating and cooling contractor paid the wholesale distributor about 8-900 dollars for the a coil, line set , and condensing unit. There are no spacers that have to be put in anywhere. The salt air down there is very corrosive to copper. Perhaps you have had or know someone who has had to replace regular plumbing because of it. I know several people who live in Laguna Vista that have had to do that. Anyway, the condensing unit (coils) should be washed off about every couple months with a garden hose but not with enough pressure to bend the fins. If you do this, the unit will last for many years.  The reason Trane will not pay for labor is that they have no control over how and where the unit is installed or the workmanship. The contractor made about 2800-3000 gross profit on your job and if he had any ethis at all, he would give you a gig break on the labor. If it is an R22 unit, it comes preloaded with freon. It just get brazed on (the lines) and the line set and a coil pumped down, and the valves opened. It equalizes in about 15 min. An hour of labor tops. I install many many furnaces and a/c units and although I live and work in Minnespolis, I have a place on South Padre Island.
Respond to this report!

#5 Author of original report

I have seen this as well


Yes I have seen the corrosion issues with the coils.  I had a 12 year old ac in my house that was not very efficient anymore, and I NEVER had a problem with the outside coils corroding.  I guess, everything is made so much cheaper these days, which is a shame. 
Respond to this report!

#6 Author of original report

You are correct


It sounds to me as though Trane is following through on the warranty, you just don't want to pay your part.

Yes. You are correct in the fact that I do not want to pay my part. I already did a year and a half ago.  I don't think I should have to  after dropping so much money into something that should last way longer.  If I were talking about an ac that was way older, then I have not right to complain.
Yes. I did read my warranty and yes I do understand that the warranty only covers parts and not labor, but if Trane is making crappy parts, then they need to realize they are doing this and make a correction.

Nobody is going to sue them because they haven't done anything wrong.

Google class action lawsuit against Trane for faulty coils and it appears there is an attorney that is in the investigation stage.....investigating  potential defects with Trane air conditioners.
Specifically,  is investigating whether the compressor coil or other
component parts are defective. Some consumers have needed to replace
compressor coils or other parts that have broken within warranty and
incur labor related costs to do so. 

(I did some research after I made my post) and found that and A LOT of other complaints with the same issues I am having.

As far as just the patch job, I live in South Texas where it is hot and humid just about year round.  The freon was pouring out and was told that it would only last maybe a week if that.  The FREE COIL, (that I am going to have installed) will take over a week to come in.  Plus it bought me some time to do my due diligence and figure out if the coils have been altered to keep from this same thing happening again in another year and half.

I appreciate your thoughts and I am sorry that you too, have had to replace parts in your Trane unit with in a year.  I am sorry that you think that is ok and that is exactly the reason that Trane does not care about "my bogus bigger picture" as well as all the other hard working people who have sunk their hard earned money into a piece of junk!
Respond to this report!

#7 Consumer Comment

I googled "air conditioner coil corrosion" and


found several articles detailing this problem in ALL brands.  In both indoor (through the wall) A/C's and outdoor A/C's.

It appears to be caused by chemicals in the inside air and the outside environment.

I know this doesn't help you, but at least it's a start...good luck to you.

Respond to this report!

#8 Consumer Comment

So, what's the problem?

AUTHOR: Flynrider - (USA)

    I also have a Trane unit and I've also had to replace parts after the 1st year "Parts and labor" part of the warranty was over.    I've read the warranty and understand that after the first year, they supply parts and I must pay for labor.    My question to you is : Have you read the warranty?  It sounds to me as though Trane is following through on the warranty, you just don't want to pay your part.

They patched it for the time being but told me that it would keep happening and I really need to replace the coils, which again, was told the part is under warranty.  "

   You're nuts.    You actually spent money to have techs do a dubious patch job on a coil instead of having them install a FREE, BRAND NEW coil? 

"  Bottom line is, if Trane does not do a recall, then there will be lawsuits against them. "

   Here's the real bottom line.   Trane is doing exactly what their warranty says they will do in the event of defects in their units.   Nobody is going to sue them because they haven't done anything wrong.    Your desire for freebies above and beyond what is called for in the warranty is not something a court would consider.   I seriously doubt that Trane is worried worried about you and your bogus "bigger picture".

Respond to this report!
Ripoff Report Recommends
ZipBooks Accounting Software

Advertisers above have met our
strict standards for business conduct.