Brady Trane
Netherlands, Wilmington, NC

Brady Trane Reviews

4.2 stars based on 11 reviews

Featured Comments:

• J

  Joseph P. Gallagher

  1.0

  Thursday before Memorial Day, the AC system at my home went out and when my installer , Avery and Murdoch, Inc. investigated the problem it was discovered that the aluminum condenser coil on the high pressure side had a hole in it. The unit was installed in 2018 and sourced from Brady Trane in Wilmington. Avery and Murdoch, Inc. immediately called Brady Trane to order a replacement coil under warranty and was advised it would be 5-7 day for the delivery of said replacement. On 6/4/2021 which was 8 days after the order was called in Avery and Murdoch, Inc. contacted Brady Trane again and the unit was not in, but we had Memorial day Monday of that week so it was expected soon based on the earlier information shared with my contractor which was relayed to me by him. I wait till Wednesday, 6/9/2021, which was almost two weeks since the unit's coil failed asking for an update from Avery and Murdoch. They advised me after speaking with Brady Trane in Wilmington it would be in Wed. or the latest Friday, 6/11. So since I was already talking to him on Wed. and the unit was not in sight I asked Avery and Murdoch to follow up again to get a Bill of Lading Number, Shipping Manifest or something that would give us a sense that the unit was indeed inbound. Avery and Murdoch, Inc. did what I requested and came back to me that Brady Trane did not know where the unit was and could not provide any additional information on the whereabouts, or status of this replacement coil. I got personally involved as I was the end user with Brady Trane when there was no idea when this replacement unit would be arriving to my home that had not had AC for almost 2 weeks. Mr. Buddy Avery shared with me Bob and Kyle's number at Brady Trane. I called and spoke with Bob who answered when I called. He could not, would not, provide any order number he had for the unit, could not provide any intel on where the unit's location was or even when we could expect it. He advised that the unit was coming from Memphis, but refused to provide any contact info with the next leg of the supply chain saying he was Trane and I would get the same answer from them. Bob's response was they are behind, everyone is waiting and many other customers were ahead of me and started spouting off data like he knew first hand, but when questioned he really did not know, but was just trying to paint a grim picture. Any problem can be managed as long as there is communication and a process for moving products through the procurement process. I asked Bob if there was anyone else who was more senior I could speak with and he advised his boss, Tracy. Tracy was on a break, Bob said, but he also mentioned she was next to him and heard our conversation and agreed with him that what he was telling me was an acceptable answer. I advised Bob that it was not and that we needed to find out where the replacement unit was and what was next to happen to get it delivered. He told me then that I was not his customer, but Avery & Murdoch, Inc. was and even after I asked Tracy to call me he hung up on me. This was at Approx. 2:30 PM on Wed. 6/9/2021. After that complete lack of customer service from this outfit I went online and found some other Trane dealers in NC. I called one in Raleigh and they said they did not sell parts but referred me to D&L Parts in Raleigh who was a Trane distributor. I called D&L, they had a replacement coil on the shelf, and Avery and Murdoch had an account with them and I picked it up this AM, 6/11/2021. I drove this coil from Raleigh to the home, Avery and Murdoch, Inc. met me there and the old coil was removed and the new one installed. Attached are pictures of the old coil being removed and the new one installed within 48 hours of someone who cared, finding the part needed and working the issue and managing it to a successful conclusion. Brady Trane - Wilmington played NO ROLE in this! .

• C

  Chauncey Williams

  5.0

  I use them for my business. Great customer service they get the parts I need for Trane and Mitsubishi ordered fast and efficiently. The store has a nice selection of HVAC items also.

• J

  Jeremiah Goldsmith

  5.0

  Cheapest R-410a in the world! Can't afford NOT to buy it!

More reviews (1)