ComplaintsforLennox Industries, Inc.

Wholesale Major Appliances

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Initial Complaint
06/16/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Through American Home Shield Home Warranty, a unit from LENNOX was placed in my house February of this year (2024) Approximately one month ago the unit stopped working property and American Home Shield sent out a contractor to check out the unit and he found that the unit had factory defected parts and requested new parts from Lennox. It has been a vicious circle every since. I have a 10 yrs warranty and no one appears to know why LENNOX has not approved or honored the 10 year warranty. The contractor states that he can't solve the problem until Lennox approve the parts or whatever is needs to fix the unit. I live in *********** and it has been close to ******************************************************************************* this hot house. I have been given the run around for the past three weeks. I have been given a case # and connected to Consumer Affairs who promised to get back with me but that didn't happen. Please HELP!!!!!!!!My complaint is against LENNOX WARRANTY DEPARTMENT LENNOX Registration ID: CEYQQK Warranty #: 1623K27178 EQUIPMENT LOCATION: ************************************* Thanking you in advance for your help,****** and *******************************
Business response
06/27/2024
We at Lennox Industries **** value all of our customers, and it is our policy to provide the highest quality product. We build reliable equipment and wish nothing would ever fail. However, no matter how careful everyone is from our manufacturing facility right down to the suppliers that we purchase the components from, components do sometimes fail. We rely on a servicing dealer's guidance to identify the root cause of any failure, and to determine the best option to resolve. The contractors who purchase our equipment are separately owned and independently operated businesses and are solely responsible for their own business practices, operations and pricing.

In the event replacement of an in-warranty component is necessary, Lennox provides the covered component, through an independent Lennox dealer or qualified HVAC contractor, under the terms of the equipment's warranty. The Lennox ***************** Warranty on ************************* registered LRP14GE48-108EP-3 packaged unit (Serial No. ********** ) installed in a privately owned residence covers all parts for a period of ten years. The Lennox ***************** Warranty is based upon the date of component failure in relation to the original equipment installation date or closing date and covers parts only. We have attached a copy of the warranty document for ************************* records.

************************* contractor is responsible for the service work and billing procedures. In the event a covered component fails within the warranty coverage time frame, we encourage ************************* HVAC contractor to submit a warranty claim for review. It is imperative that ************************* servicing contractor correctly submit the claim including the correct part that is needed for replacement. Should ************************* contractor require any assistance with submitting a claim, they would need to contact our ******************* directly at **************.

We sincerely regret to learn of the unpleasantness ********************* has encountered. We encourage ********************* to consult further with her current servicing dealer to ensure that any warranty claim has been properly submitted, and for the status of said claim.

We thank you for taking the time to contact us.

Sincerely,
LENNOX INDUSTRIES ****
Initial Complaint
06/13/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Hello, I would like to issue a complaint against Lennox, We had an Air Conditioner installed by Old Republic July of 2022. The unit has never functioned properly since it was installed. The system was registered under warranty. Lennox has provided conflicting information whether this unit is a rated match or not between the heat pump and the interior coil.
Business response
06/27/2024
We at Lennox Industries **** value all of our customers, and it is our policy to provide the highest quality product. It appears from ****************** submission that we need to investigate into his situation further. To enable us to proceed, we will need some additional information including the complete model and serial number of ****************** indoor furnace, as well as a copy of the report from C & D Heating and Cooling, where they state that the system is an **** match as well as with a copy of the **** certificate.

We would like to make ************** aware that the **** match is not determined by Lennox. This match comes directly from the Air Conditioning, Heating, & *********************** and would be determined on their website *************************************************************.

We appreciate Mr. ************* additional effort to supply us with this needed information.

We thank you for taking the time to contact us.

Sincerely,
LENNOX INDUSTRIES ****
Initial Complaint
06/12/2024
Complaint Type:
Customer Service Issues
Status:
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.
Unable to get tech support to resolve WiFi connection with iComfort thermostat. Repeated calls are answered after prolonged delays and then cut off when elevated to higher level support. Spent over an hour today attempting to get help to no avail and calling corporate office only got a transfer to a voicemail.
Business response
06/24/2024
We at Lennox Industries **** value all of our customers, and it is our policy to provide the highest quality product. It appears from **************** submission that we need to investigate into his situation further. To enable us to proceed, we will need some additional information including the complete model and serial numbers of all ********************** equipment, the current servicing contractors name and telephone number, as well as the copies of all service tickets and invoices involving the equipment maintenance, diagnostic and repair.

We appreciate **************** additional effort to supply us with this needed information.

We thank you for taking the time to contact us.

Sincerely,
LENNOX INDUSTRIES ****
Initial Complaint
06/04/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have only owned the ** unit since December 2019. The motor/fan is not working. They are refusing to provide the part that is still under warranty to the dealer of my choice. They are saying they do not have any available parts. They are obligated under warranty to find a resolution to this. They keep passing the issue between departments.
Business response
06/13/2024
We at Lennox Industries **** value all of our customers, and it is our policy to provide the highest quality product. It appears from ****************** submission that we need to investigate into her situation further. To enable us to proceed, we will need some additional information including the complete model and serial numbers of both the indoor and outdoor equipment, the warranty claim number or order number, as well as the current servicing dealer's name and phone number.

We appreciate ****************** additional effort to supply us with this needed information.

We thank you for taking the time to contact us.

Sincerely,
LENNOX INDUSTRIES ****
Customer response
06/18/2024
I have reviewed the business response and accept this resolution.
The unit was replaced as per warranty. Thank you.
Initial Complaint
05/31/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On April 29th, 2024, I sent a warranty claim into Lennox for a customer. The part was approved and was supposed to be sent to our shop, I have found out that the part that was needed had changed part numbers, so I went back to the online warranty claim portal and filed a new claim with the new part number and it is now under manual review. There is a credit claim between All Type and Lennox but that should not interfere with the parts that are covered under a warranty that the customer was offered from **********************. ********************** is all about the big companies and don't care about the small business. My customers are suffering because ********************** does not want to cover there warranty promise.
Business response
06/13/2024
We at Lennox Industries **** value all of our customers, and it is our policy to provide the highest quality product. It appears from ****************** submission that we need to investigate into his situation further. To enable us to proceed, we will need some additional information including the name and address of their customer, the complete model and serial numbers of both the indoor and outdoor equipment, as well as the warranty claim number or order number.

We appreciate ****************** additional effort to supply us with this needed information.

We thank you for taking the time to contact us.

Sincerely,
LENNOX INDUSTRIES ****
Customer response
06/13/2024
I have attached all the information that Lennox has required, I even attached the email exchange between me and Tasoni
Initial Complaint
05/29/2024
Complaint Type:
Product Issues
Status:
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.
Lennox Case Number ******** Serial Number ********** Model Number ML **************** HVAC system including furnace coil and air conditioner installed on 9/22/23.Unit is too loud and especially at start up operation where there is a loud clanking noise. It works fine but the unit is too loud while it is running. Can hear sound and vibration inside the house. ****** told me this is the normal sound it makes but I want to hear this from a Lennox representative. Dealer had the idea to put cork blocks under unit but this did not help.Have emailed Lennox only to receive a template email back to continue working through dealer. Dealer is not able to provide any other answers unfortunately. Would be willing to discuss purchasing a quieter unit.
Business response
06/06/2024
We at Lennox Industries **** value all of our customers, and it is our policy to provide the highest quality product. It appears from Mr. *********** submission that we need to investigate into his situation further. To enable us to proceed, we will need some additional information including the copies of all service tickets and invoices involving the equipment's diagnostic and repair.

We appreciate Mr. *********** additional effort to supply us with this needed information.

We thank you for taking the time to contact us.

Sincerely,
LENNOX INDUSTRIES ****
Customer response
06/07/2024
Helllo and thank you for the response,

Our contractor has not provided us with any work orders/diagnostics etc. As far as the contractor is concerned the unit sounds fine and is operational.

We are not disputing whether the unit works. It does. It is just too loud during the operation and especially during the start up. As a matter of fact during start up the draw on our electricity is so pronounced that lights in the house flicker. This did not happen with our 18 year old unit

We would like to have a Lennox representative visit our home and confirm that these things we are seeing are normal and within specification.
Customer response
06/12/2024
I am rejecting this response because:
Helllo and thank you for the response,
Our contractor has not provided us with any work orders/diagnostics etc. As far as the contractor is concerned the unit sounds fine and is operational.

We are not disputing whether the unit works. It does. It is just too loud during the operation and especially during the start up. As a matter of fact during start up the draw on our electricity is so pronounced that lights in the house flicker. This did not happen with our 18 year old unit

We would like to have a Lennox representative visit our home and confirm that these things we are seeing are normal and within specification.
Business response
06/19/2024
We would like to take a moment to explain the business relationship that exists between Lennox and the contractors who sell our equipment. As a manufacturer of indoor comfort equipment, we sell this equipment to these contractors. These contractors are separately owned and independently operated businesses that operate under state and/or local licensing agencies, and as such are solely responsible for their own business practices, pricing, and operations. These contractors take the responsibility for sizing, designing, installing, and servicing systems, using proper workmanship, under the guidelines of state and/or local codes. This will allow Mr. ********** the opportunity to go to one company that can provide him with the product, do the installation, and provide local maintenance and service for his equipment.

We rely on a servicing contractor's guidance to identify the root cause of any performance concern and to determine the best option to resolve. In the event replacement of an in-warranty component is necessary, Lennox provides the covered component, through an independent Lennox dealer or qualified HVAC contractor, under the terms of the equipment's warranty. Based off of the description of Mr. **********' situation, it appears that further investigation is required by Mr. **********' servicing contractor to inspect the noise concerns, that he has expressed is necessary. It is imperative that Mr. **********' dealer evaluate the situation and provide Mr. ********** with further guidance.
We are aware that occasionally technicians will encounter unfamiliar or unusual situations in the field. As the manufacturer we offer technical assistance through our **************************** to those licensed or qualified contractors who may have questions or concerns regarding the service or performance of Lennox products. They may contact us directly for assistance. That number is ************.
We sincerely regret that Mr. ********** has experienced the unpleasantness detailed in his submission. We encourage Mr. ********** to consult further with his servicing contractor to determine the best course of action moving forward.

We thank you for taking the time to contact us.

Sincerely,
LENNOX INDUSTRIES INC.
Initial Complaint
05/17/2024
Complaint Type:
Product Issues
Status:
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.
We purchased our house new from ***************************** in ********** in 2019. Recently we started having AC issues with the unit upstairs not cooling properly. We contacted a local HVAC company to come and look at the unit and the repairman determined the evaporator coil was leaking refrigerant, the liquid line filter dryer also needed to be replaced, along with recharging the system with refrigerant. We contacted Lennox directly and they indicated the unit is out of warranty and if the warranty was still applicable, it wouldnt cover the labor of $1200. The total cost to replace the coils with labor was $3800. The repairman was strangely familiar with our neighborhood, as he mentioned he has replaced the exact same parts in 5 other homes in our community and 3 in neighboring communities. He also mentioned other manufacturers ask for the products back so they can independently test them to find out why the parts have failed and he stated Lennox never asks for them back, as its a known issue that they have manufactured and continue to sell defective parts. These coils, crucial for cooling homes, have been plagued by premature corrosion and leaks that lead to costly repairs and poor air conditioning performance. Its completely unacceptable for an AC unit in a new house to barely last 5 years, not to mention its very likely we will have the same issue with the unit downstairs in the near future. It is evident that there is a systemic problem with the coils in Lennox AC units, which is undermining the reliability and performance of their products. Lennox needs to be held accountable and rectify this issue for affected customers. This could include: ********* a recall or warranty extension specifically addressing the coil issue and providing free replacement coils for affected units 2.Offering meaningful compensation or reimbursement for customers who have incurred expenses related to repairing or replacing faulty coils. 3.Implementing improvements to the manufacturing and quality control process to prevent similar issues from arising in the future.It is essential for Lennox Air Conditioning to address this widespread issue with the utmost urgency and transparency.
Business response
05/30/2024
We at Lennox Industries **** value all of our customers, and it is our policy to provide the highest quality product. It appears from ************ submission that we need to investigate into her situation further. To enable us to proceed, we will need some additional information including the complete model and serial numbers for all pieces of equipment in the home, the closing document(s), the servicing contractors name and telephone number, as well as the copies of all service tickets and invoices involving the equipment's maintenance, diagnostic and repair.

We appreciate ************ additional effort to supply us with this needed information.

We thank you for taking the time to contact us.

Sincerely,
LENNOX INDUSTRIES ****
Customer response
06/04/2024
Thank you for the response. We just got back to our house after leaving due to not having electricity for 4 days related to the severe storms in *****. I will gather the information as quickly as possible.
Initial Complaint
05/07/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Lennox advertised a consumer rebate of $100 (prepaid **** card) for certain models of residential Lennox furnaces. We had a qualifying model installed by a Lennox dealer in ******* (******) and submitted the rebate online directly to Lennox as directed by ******. Initially this rebate submission was accepted, and later rejected! We contacted Lennox who asked ****** to contact them. We called ****** and received a message back that they had contacted Lennox and that the rebate would be forthcoming. Never received. We contacted Lennox again (the lady on the phone was very polite) and said that the file was sent for review. Again rejected. We contacted ****** once again and received a message back that ****** had supplied Lennox with the information required and had resubmitted a new rebate claim on our behalf and that we should be receiving the rebate from Lennox. A representative from Lennox called to ask what the status was, and I explained that ****** had resubmitted a claim with the necessary information. We have had no further communication (or rebate) from Lennox or Arpi's.
Customer response
05/11/2024
prepaid **** card has now been received. Complaint resolved.
Business response
05/20/2024
We at Lennox Industries **** value all of our customers, and it is our policy to provide the highest quality product. It appears from ************************** submission that we need to investigate into his situation further. To enable us to proceed, we will need some additional information including the complete model and serial numbers for all pieces of equipment in the home including the thermostat, the sell and install dates, the claim number, as well as a copy of the purchasing and installation paperwork.

We appreciate ********************** additional effort to supply us with this needed information.

We thank you for taking the time to contact us.

Sincerely,
LENNOX INDUSTRIES ****
Customer response
05/20/2024
A prepaid **** card for $125 was sent from *** Lennox and received. I consider the complaint resolved.
The quote (attached) date was Oct 26, 2023, the installation date was Oct 27, 2023 and the payment receipt charged to our credit card and paid in full (attached) was dated Oct 30, 2023. The model number from the warranty registration (attached) was EL296UH070XY36B-12 and the serial number 5923E0719. The wall thermostat did not need to be changed.
Initial Complaint
05/05/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have only been in my home 4 years. I bought it brand new in 2020. Ever since I been in my home I had NOTHING but problems out my Lennox A/C unit. 1st It wasn't draining because it still had a air filter in the attic unit and the A/C guy said they was suppose to take it out. Then a yr later the relay from the thermostat to the A/C unit was bad. The builder fix it both time. Then it clogged up again and now it just blows hot are and the unit the attic turns on even when it's off. Lennox wants recipients where I got it fixed to honor thier warranty which I think it BS. The seller got the 1st two recipients . And I do have the last two. Lennox hasn't fixed my A/C once. They need to honor thier dang Warranty. It's crazy I'm having to deal with the unit year after year. It's a new unit. I seen 20 year old units work better then this peice of junk.I WANT IT FIXED AND I WANT LENNOX to pay for it. It's there crappy equipment. Thier customer service is none existent. They have no clue what customer service is. This is ridiculous and unprofessional. I want this A/C company to fix thier lemon A/C ynit.
Business response
05/15/2024
We at Lennox Industries **** value all of our customers, and it is our policy to provide the highest quality product. It appears from ********************** submission that we need to investigate into his situation further. To enable us to proceed, we will need some additional information including the current servicing contractors name and telephone number, as well as the copies of all service tickets and invoices involving the equipment maintenance, diagnostic and repair.

We appreciate ********************** additional effort to supply us with this needed information.

We thank you for taking the time to contact us.

Sincerely,
LENNOX INDUSTRIES ****
Initial Complaint
05/03/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I bought a brand new high end Lennox **** signature system about 10 years ago. Within the first 5 years, the *** failed. Me and the **** company fought to get that covered and replaced and I still had to pay for labor and some parts. Now, the *** has failed again. This will be the THIRD failed *** on this system. There were no aftermarket parts installed on this unit. Everything was gone through and approved by Lennox only to have this thing fail again 4 years later. I am on my second capacitor for them as well and the coils are so rusted. I can't get a hold of Lennox, Its going to cost me 1800 to fix this issue IF this even fixes the issue and we are rolling into the hot months and I have a health condition where I can't be in the heat, hence why I spent a very pretty ***** on a top of the line system that has turned into a headache and nothing but a money pit at this point. I want my unit completely fixed, things should NOT be failing this fast on this system and trying to get an answer or any form of communication from lennox is useless it seems. I paid over 15k for my entire system only to keep forking out a ton of money to keep getting it fixed and now there seems to be no end in sight. I want my unit fixed or replaced at this point.
Business response
05/15/2024
We at Lennox Industries **** value all of our customers, and it is our policy to provide the highest quality product. It appears from ********************** submission that we need to investigate into her situation further. To enable us to proceed, we will need some additional information including the complete model and serial numbers of all ********************** equipment, the installing and current servicing contractors name and telephone number, as well as the copies of all service tickets and invoices involving the equipment maintenance, diagnostic and repair.

We appreciate ********************** additional effort to supply us with this needed information.

We thank you for taking the time to contact us.

Sincerely,
LENNOX INDUSTRIES INC.

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