After having owned a 20 year old Trane, when it was due for replacement, I decided to go with a new Trane, so I purchased their top of the line model 20xi. Very expensive unit, purchased and installed.
Two weeks later the blower burned out. In the middle of the summer during July in Miami, it took one week to get the replacement part for it. It was aggravating, but it was finally repaired. Five years later, the blower motor goes out again, but this time I was told that the unit did not have warranty and that the unit serial number did not exist.
After a two hour conversation with the Trane Rep, he found it in the system and said that the warranty expired because I did not register it. I insisted that he was incorrect so after being transferred to a Supervisor and another hour later, I was informed the the exterior portion of the unit had warranty because that is what I registered, but not the air handler. I explained that I purchased an AC system, not AC components, and that at the time of registration, the Rep asked the questions and the response was given, and that at no moment was I informed that the registrations were separate. I was informed that the unit was registered and all was allegedly well, until this incident occurred.
The situation escalated to another department, and after two weeks with the blower being broken in the middle of a hot August in Miami, I received a request for the invoices of the contractors that conducted the yearly service to the unit, so I sen them all in. Finally I was informed that Trane was giving me a courtesy of sending a check for $165.78 for a $1,051.28 repair, and that the check would take three to four weeks. The rest had to come out of my pocket!!!!! They also informed me that the warranty was lost and that nothing else can be done.
This behavior shocked me from Trane until l found out that the original family had sold it to Ingersoll Rand in 2008. Which now makes sense what they are doing. Sell the name, but undercut in quality to increase profits, all at the expense of the Customer. I have logged on and found that Trane has had various recalls on their product, which just demonstrates what I have been through, downgrade in quality!!!!!!
I have tried just about everything and they have refused. I was advised to file suit in the Small Claims Court. If everyone files these suits, then they will get our attention as it will cost them millions. I have already obtained the application online and will be submitting if nothing is resolved.
The website says, "10 year warranty with registration," but it does not state that the exterior and interior have to be registered separately, nor were we informed of this when we called to registered the unit. This is unethical and a very deceptive way of not honoring their promise of warranty. Trane has not stood behind the "stated quality," or in this case, lack thereof, by not informing me at the time of registration that the air handler had to be registered as well.
It has been made obvious, that they are using these strategies to cut expenses by limiting their exposure to warranty, especially since the quality is not the same. Many friends have asked me how it has gone with my Trane and asked if I recommend it, but until now, my response has been, "Do yourself a favor and do not buy Trane!"
Product or Service Mentioned: Trane Xl20I Air Conditioner.
Reason of review: Warranty issue.
Monetary Loss: $886.
Preferred solution: Reimbursement and honor the warranty for the remaining term.