Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a brand new Trane HVAC system through Horne Heating and Cooling on 6/30/2023 and during a QA appointment with their rep on 7/13/2023 I made them aware of a loud vibration and rattling noise coming from the unit. The associate attached zip ties to the lines running into my house which did not fix the issue. Since then I've had someone from their service team come out to my home for 3 different appointments to try to correct the problem which included more zip ties, spray foam, and a compressor blanket. None of these have fixed the problem. I've called the company twice to speak to a manager and have been told someone will call me back. I've received one call back from someone who told me they're looking into it but it's now been over a week with no follow up and they have not returned my latest request for a manager call. I am getting nowhere with this company and want the issue fixed.

  

  Business Response

  Date: 10/05/2023

  **************** made us aware of a concern regarding the operating noise of her new system, which was installed in late June 2023. While the new system passed all county-required specifications and was approved on final inspection, **************** continued to have a concern about the normal operating noise.  Since making us aware of this noise concern, our team has actively attempted to address it. We have completed a total of 6 calls since inspection was completed with the county, with an overall total of 11 calls including inspection, a ***************** visit, and a separate installation review. At the time this complaint was filed with the BBB, our Service Field Supervisor had just completed a review of a video by a technician visit with a different noise recorded that **************** mentioned was still a concern. This new noise is related to our recent attempts to relocate some of the installed equipment lines and deplete the operating noise. This Field Supervisor spoke to **************** on September 25, 2023 about these concerns and said we would reach out to her within a few days as this is a manufacturer (Trane) related issue at this time. We have actively tried to reach out to a Trane system professional to have them visit us at Ms. ******* home. At this time, our team will update **************** with this status and we will schedule another in-person follow up visit, ideally with a Trane system professional in attendance. Please see a screenshot below of a record of our visits to review her new system and her recent noise concerns.

   

  We appreciate everything the BBB does to protect the community and consumers. Our team deeply apologizes for any delay in communication to you and **************** on resolving this issue. Again, I additionally apologize for not being able to submit this online as we need to review the personnel contact for this account. Please feel free to call me directly if this response is not able to be submitted. Cell: ************