Trane

First visit addressed a wiring problem with the furnace. Second visit addressed heat pump fault issue. Error code was defrost lockout. They ordered a new control board indicating they had seen this, resolve the problem at other locations. On the third service call, they replaced the control board. They also implied that a newer board was being released in the near future and they would replace ours when it was available (never happened).

When the heat pump faulted again, the original installer would not come out on a warranty service call. As it turned out, they never registered the original warranty within the allotted time and did not instruct us to do so. When we asked them to contact Trane to get the warranty back dated, they said Trane would not work with them. At that point, we were basically hosed and had lost our warranty advantage. We then talked with the original installer on the phone who walked us through the reset procedures although the problem continued. We crippled thought that winter on the emergency heat setting. The issues remained unresolved since the problem could not be duplicated outside of winter conditions. There were no issues during the summer as our use of air conditioning was infrequent.

The winter of 2017/18 was mild so the lockout problem did not surface. The winter of 2018/19 saw the defrost lockout problems begin again. The system had to be reset several times as local technicians attempted to diagnose the problem. Again, we had to rely on the emergency heat setting and our electric bills skyrocketed. We scheduled a service call in October 2019 in an attempt to head off the winter faulting problems. The technician found that a J-2 jumper on the defrost board was not clipped so he clipped it. He indicated the purpose of the jumper was to allow higher temperature of OD coil for defrosting in low ambient temperatures with high humidity. During the same call, he looked for other operating limits and found none. He indicated that under regular operating conditions the defrost lockout should not happen until around -7 degrees. Service call was $139.32.

In January 3-13, 2020 – three service calls were made. The heat pump started blowing the breaker and the furnace was running continually. It was noted that breaker problem did not happen until after the jumper was clipped. The Trane certified service technician discovered that the heat pump compressor had failed (OHMed out the compressor and found the windings had failed). The compressor was replaced and system reset. Also looked at the thermostat and made some adjustments to installer settings and added refrigerant to the heat pump. Invoiced $637.89 for the three calls.

July/August 2022. Scheduled maintenance service call. First technician diagnosed a needed part replacement but did not order part or schedule a return visit. Owner followed up and examined the heat pump and said no parts were required and we were good to go. November 11, 2022. Heat pump faulted again. Called a different repair service provider and they reset power to get the heat pump to come on and it began heating. He said the unit had locked out due to too many defrosts in a cycle. Reset power again and added refrigerant although it faulted again shortly thereafter. His diagnosis was that the unit needs a new outdoor TXV and quoted $1900 for the repair. We are still operating on the emergency heat setting and expecting a huge electric bill for this month. Invoiced $341.14 for the service call and repair quote.

December 7, 2022. Scheduled a second opinion for the heat pump faulting problems. This owner/technician reviewed past history of the unit and the multiple attempts to repair it without finding a permanent solution. Said he would not attempt the suggested $1900 repair because there was no guarantee that it would be successful. Recommended replacing the entire system. As of December 7, 2022 our out of pocket expenses have been $1118.35 and we are looking at an additional $1900 repair or many thousands for the system to be replaced. In addition, we are paying unnecessarily high electric bills that this system was supposed to mitigate.

So, the nightmare continues. We have our house temperature set at 63 degrees and live with layers of clothing, extra blankets and strategically placed space heaters. If there were a lemon law for heat pumps, ours would certainly qualify. In a perfect world, Trane should come to our rescue and at least replace the heat pump or, better yet, the entire system to end this eternal nightmare. Trane – hope you are listening and will find an expedient resolution for us.

1. Thermostat computer failed in 2020 and was replaced under warranty.

2. Circuit breaker at air handler got tripped for unknown reasons in 2021. Airmasters reset it and asked for an electrician to check it out. Electrician found nothing wrong. Repeated requests to replace the breaker were not followed. So far issue did not return.

3. System stooped cooling, Tech replaced 3 pounds of refrigerant ($240) and mentioned a possible leak. four weeks later system started heating. A leak was detected in the outside condenser. However, the main reason was a software failure. Software got updated, condenser replaced under warranty. Cost: $2000 for labor.

A few weeks later system started heating again. This time a faulty solenoid was suspected and tech set system to cooling so it would remain functioning. It took ten days before he came back with a wiring harness because the Tran rep refused to approve the solenoid replacement. System work for one week before starting to heat again. Solenoid replaced and unit hosed down for cleaning when outside circuit breaker got tripped and system stopped working. Drive board got fried. Replacement may take up to three week. I live in Florida and that is simply unacceptable.

Escalated the case with Trane on 11.7. Case number **. Was told by Airmasters on 11.10. that there is a backlog of 2500 (!!) of those drive boards but I am at the front of the line. That can only mean there is a something fundamentally wrong re manufacturing and quality control, perhaps design. All in all I am very dissatisfied with this system and wish I had opted for less complex system with less electronics but higher reliability. I am exploring options to have system replaced with a less complex system. Very, very unhappy.

I contacted Trane to see if they would consider doing something since their website states that evaporator coils should last 10 to 15 years but they declined any help. The fact that I experienced 3 evaporator coil failures within a 12 year period, a red flag has gone up. Trane no longer offers a 10 year LABOR warranty, only 10 year parts/1 year labor on their AC units. Labor costs can run quite high if you have work done after their ONE year labor warranty runs out. BE AWARE OF THIS AND DO YOUR RESEARCH OF COMPLAINTS PRIOR TO BUYING TRANE.

Local Trane dealer would not file a warranty claim, I had to do it myself. I filed it, two days later they came back and said they needed different information which they could have asked me for in the first place. Another 5 day delay, I call Trane and they can't tell me when my claim will be processed. I live in hot, humid Fort Lauderdale, 15 days without an a/c in the summer -- if they have a lot of claims they should a) make better equipment; and b) hire more staff to handle the claims. The answer is obvious: their diagnostic is wrong because the error codes being displayed aren't the real problem or the harnesses would have fixed the problem. They don't know what the problem part is, and there are no parts in stock anyway.

The unit is under warranty: REPLACE THE UNIT. Why do I have to wait for them to get through a backlog of warranty claims when what they need to do is obvious. It can't be hard to tell me how long it will take to process the claim. I would NEVER buy a Trane or American Standard air conditioner again. Appalling quality, abysmal customer service.

The Trane outside AC unit completely died 9-2022, it's coil was leaking & was shot, and the compressor was badly rusted (I was told it would die within the next year). I had all my paperwork saying Trane has a 10 year warranty, my original invoice, permit, etc. The company that installed has gone out of business, but the new AC company I was using said it is out of warranty, it was not registered. If you register your unit, the base 5 year warranty (parts only) gets extended to 10 years parts only. I called Trane and I explained that was never relayed to me - Trane essentially said "Too Bad", they would do nothing.

The local AC company told me they could fix the coil for $3700 or put in a new outside unit for $4500 (and the new outside unit would only have a 5 year warranty) - but neither would be available for 6 weeks, there is a big backorder on the coils since so many of them need replacing. Why would I ever put in another system that barely made it 5 years with multiple breakdowns and who the technicians have told me to stay away from?

Take a look online, Tranes are known to have problems with their coils and there has already been 1 class action lawsuit against them. My old AC (Payne) lasted 20 years in the Florida heat, the Trane made it 5. I post this to hopefully help someone make an educated decision as to whether or not to install a residential Trane AC system.