In February, I bought a Trane XV90 gas furnace. Since then, I have had 3 service calls related to that unit due to issues with the main board and gas valve. The reason I purchased this unit was because of Trane's reputation and the quality of their products. Since the first week of owning this unit, I have been dissatisfied. Since this purchase I have been without heat in my home for the better part of a week due to this furnace.
I have sent several complaints about the unit via Trane's website and have never had a return call. It wasn't until Thursday, January 26 that I found a phone number for customer service, 903-581-3660. I called this number and opened a case pertaining to my unit.
The company who installes the product has been a great distributer for Trane's product, I have always had prompt and professional service from them especially this past service call which took place on January 24 and 25. Dan and Leon are very professional and helpful when it comes to responding to issues pertaining to my unit. Both the owner and technician came to my residence to ensure I would have heat in my home during our recent snow and ice storm.
On Tuesday, February 03, Wayne, regional rep for the Louisville market contacted me regarding this issue. I was told that there is insufficient documentation to do anything about this unit. I was also told by Wayne that of the Thousands of units in the area that use this particular gas valve, only 10 (gas valves) have had to be replaced (in the past 2 years). Two of these valves have been from my unit (20% of the valves in the area), but yet there is nothing wrong with my unit that would cause these valves to go bad?
Wayne's reasoning for these valves going bad is that my unit has too much gas inflow (over 13 inches), which would cause the gas valve to not operate. However, if this is the case, then the gas valve should not work at any time. According to the technician that came to my house on January 24, it was the solenoid in the gas valve that was bad and thus the entire valve had to be replaced. I can understand having to replace one gas valve, but when it becomes a recurring problem, there is clearly something wrong with the unit, and Trane is failing to realize that is the issue.
In the future, unless Trane starts to provide a superior level of customer service, I can not and will not ever purchase a unit again. Also, I will not recommend Trane to anyone. I know I am not the only person who has had issues with Trane's products and customer service.
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