We purchased a brand new Trane unit in July. 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.
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