Complaints

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  installed furnace 3 7 13. blower motor replaced under 10 year warranty 6 5 18. blower motor bad again 7 1 24. want to charge me $1943.00 to replace. third motor in 11 years I believe 2nd motor should also have ten year warranty from the date of replacement instead of 90 days. I bought the unit because of the implied dependability ( hard to stop a train). I think Trane Should cover the cost of the motor for supplying me with 2 bad ones.

  

  Business response

  07/11/2024

  Thank you for your inquiry, as a valued customer your satisfaction is very important to us.  Please see attachment for full response and resolution.

  Customer response

  07/12/2024

   I am rejecting this response because:
  My crawal space has never flooded it has always been dry!  sheets is grasping for an excuse to blame the faulty motor on!   Ther is no mention of damage to the original motor on the repair invoice!  ********* is located about 18" above the ground which means there would have been extensive damage to the rest of the furnace!  I find this to be a dishonest excuse not worthy of a long standing business. they should apologize for that pitiful excuse!
  
  

  

  Business response

  07/12/2024

  Thank you for your feedback regarding our proposed solution, we appreciate your input regarding this matter. 
  
  Although we would like to provide additional assistance, the furnace, as well as any replacement parts, are outside of the warranty period provided by the manufacturer.  Any repairs outside of the warranty period are the responsibility of the owner (regardless of reason of failure).  
  
  In summary Trane, as well as Sheets Heating, has fulfilled their warranty obligation as promised.  If you feel Trane should assume additional responsibility you can contact Trane directly at ****************
  
  As a valued customer we are still offering a 10% discount on the service to help assist with the cost of the service.  Thank you again for your input.  

  Customer response

  07/12/2024

   I am rejecting this response because: 90 day warranty on replacement motor is not acceptable.  You must have known your motors weren't reliable and didn't want to provide a third one free. If you thought your motors were good you would have given the original warranty on the replacement. I find this to be deception of your advertising claim that your product was dependable. I also regard trying to weasel out of it by claiming it was damaged by flooding to be despicable. If it had you wouldn't have covered it under warranty!  Just another company who puts profit above integrity. sad. 
  
  
  

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The business promised to provide plumbing they came in my house a tore it up up left a hole in ceiling, tore my cabinets down and ruin then, tore my flooring up and pushed my fridge like I wouldn't notice it When I called them to let managers know I wasn't happy and what they were going to do they sent a supervisor and told me they would call back and find a way to fix this and nothing has been been done. They ignored phone calls. I am fixing all these things on my own that they caused I waited long enough for them to fix their mistakes and making my home look like this I know they wouldn't do this to their own house.. I am having to buy new cabinets, flooring,and doing ceiling work as per pictures attached of damaged that was done on one plumbing job

  

  Business response

  06/23/2022

  Thank you for the assistance with resolution regarding this service.  

  The customer contacted us regarding repairing an older, non functioning drain pipe.  The pipe quoted for repair is located in the space between the 1st floor drywall ceiling and the second floor. Additionally, there are cabinets that are under the affected area that require removal in order to perform the repair.  Our proposal states that we will remove the cabinets and drywall as needed to allow for access to the drain pipe quoted to be replaced.  Our proposal clearly states drywall repairs and cabinet reinstallation is not included and to be provided by others.  During the process of the the installation, moving the refrigerator was necessary to perform the work as described.  During this process, our technicians placed down floor covers to prevent any possibility of damage to the flooring.  Our crew installed the proposed drain pipe per the proposal description.  The work was scheduled with the customer and the work performed per the agreement.  Upon completion of the repair, the customer refused to pay the amount due per the proposal agreement.  Our office contacted the customer at this time and offered multiple payment alternatives and the customer was argumentative and refused to pay the invoice.  

  To the best of our knowledge we have fully fulfilled our portion of the scope per the agreement and at this time have not received any payment whatsoever.  A copy of the original proposal has been attached for reference.  

  In the interest of a swift resolution, we propose to credit the full amount of the invoice in exchange for:  

   - The customer understands this is the sole compensation for this release. 
   - The customer understands that the release is not an admission of fault and is a compromise of a dispute for services performed. 
   - *** ******** ****** ** ****** *** ******** **** **** *** **** ****** **** *** ****** ******* ********* ****** *** ******* **** ****** *** ****** ********. 
   - The customer understands that there will not be any future service provided. 

  Thank you again for your help with resolving this matter and feel free to contact us if there is anything further we can assist with.  

  

  Business response

  06/27/2022

  I have attached the requested invoice.

  Customer response

  07/05/2022

   I am rejecting this response because:
    As i may agree to a speedy resolution and agree  to what  the business said as per what they like to do to get this taken care of i was unclear on one paper i received in the mail as a  lien being attempt to be put on to my property. What will be done with that as there has been no mention on that in the statements on the response. 
  
  

  

  Business response

  07/06/2022

  When the owner accepts the terms of the resolution we will remove the mechanics lien that has been placed on the property.  

  Customer response

  07/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

   

  I agree to the statements the business has outlined in all the responses per this complaint and attached the invoiced they submitted 

   

  In the interest of a swift resolution, we propose to credit the full amount of the invoice in exchange for:  
  
   - The customer understands this is the sole compensation for this release. 
   - The customer understands that the release is not an admission of fault and is a compromise of a dispute for services performed. 
   - *** ******** ****** ** ****** *** ******** **** **** *** **** ****** **** *** ****** ******* ********* ****** *** ******* **** ****** *** ****** ********. 
   - The customer understands that there will not be any future service provided. 
  
  When the owner accepts the terms of the resolution we will remove the mechanics lien that has been placed on the property.  

   

  I am satisfied with the statements and once everything is all said and done would like a official letter please stating that nothing is owed the lien is canceled. So I know all parties are honoring their end of the agreement thank you
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩