ComplaintsforLennox Industries, Inc.
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Initial Complaint
07/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have a 9 year old Lennox XC25 5 ton ** unit. The variable speed furnace blower quit and there is a backorder on the part by Lennox part #******-02. It is mid July in ********** and my family is without an air conditioner. The ** is still under warranty. We are suffering with no solution.Business response
07/24/2024
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 serial and model number of the unit, the current servicing contractors name and telephone number, the order or claim number for the part, as well as the copies of the current diagnostic and repair invoices.
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
07/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Exactly ten years ago, in May 2014, we purchased three air-conditioning systems for our home from Lennox. A couple of months after the installation, our second-floor system failed and the whole system was replaced. Since a new system was put in, we assumed our ten-year extended warranty covered us for the second-floor unit from August 2014. Just five years later, in 2019, the first floor and second floor units stopped working. The official Lennox installer diagnosed the second-floor unit evaporator coil as having failed and changed the coil. The first-floor unit also had the condenser, evaporator coil and liquid line dryer changed at the same time. In July 2020, the third-floor capacitor was changed, and in 2021( in 8 years after installation), the third-floor compressor, liquid line dryer, and plugs, etc., were all changed. This year, the first-floor blower motor stopped working and the second-floor evaporator coil started to leak. We have tried to contact Lennox ************* by email and letter to no avail. We purchased Lennox because of its industry wide reputation as a leader in HVAC systems. Our experience has been one of repeated failure of these systems. As we have listed out, our second-floor unit has had two evaporator coils changed within the last ten years and now needs a new one! We are asking Lennox to stand by its products and work with us in finding a solution. It is unconscionable as to how many times we have had to deal with leaking, broken, and non-functioning units.Business response
07/24/2024
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 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 current 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
07/25/2024
I have uploaded the required Information for Lennox.Initial Complaint
07/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
In 2018 I purchased 2 new Lennox 3 ton units. In 2022 the compressor leaked on one and I have to have the unit replaced including the cost of the freon and labor. On July 5th, the same compressor previously replaced went out again. All the freon was gone as well. I contacted Lennox as I thought they should be replacing the unit including labor and freon free of charge especially since they knew this compressor was a defective design as they now recommend a $150 vibration dampner kit to be installed which they never had before proving this is a known defective design and therefore, they should cover the cost of the labor and freon for the third defective unit in 5 1/2 years.Business response
07/22/2024
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'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 ****Initial Complaint
07/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Had bought an Elite series 2017 thermopump model through ******* unit broke down and service company says coil is defective, have already spent over $260 in maintenance fee calls, outcome looks like thousands more to repair, roasting in the heat and not happy I chose American made, ridiculous equipment can break down like this, seems to be the norm nowBusiness response
07/22/2024
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'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 INC.Initial Complaint
07/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have an AC unit model AFHEAT10B36PA, serial ********** that somehow started leaking coolant and you all will not issue a simple repair. I was under the misconception that you all made quality products built to last but I guess I was wrong. I am simply asking for my unit to be repaired as this is faulty. If your company care please send someone out soon. Thank youBusiness response
07/18/2024
We at Lennox Industries **** value all of our customers, and it is our policy to provide the highest quality ******** Based off of the picture provided, ****************' AFHEAT10B36PA Aire-*** **** (Serial No. *********** is an Aire-*** ******** We would like to provide a better explanation of the relationship between Lennox and ********* Aire-*** branded products are manufactured by ******************* which is a subsidiary of Lennox International Inc. Aire-*** products are sold through local distributors and are available to any licensed HVAC contractor.
Someone must identify the specific reason for the concerns expressed in ****************' submission. Based upon the description of his situation, further investigation by his installing or current servicing contractor is necessary. It is imperative that a qualified, HVAC technician properly diagnose ****************' current situation and make any recommendation to ensure his equipment is operating in accordance with the manufacturer's specifications.
For any concerns related to ****************' Aire-*** ******** we recommend **************** reach out to Aire-*** directly by contacting ********************** at ************.
We thank you for taking the time to contact us.
Sincerely,
LENNOX INDUSTRIES ***Initial Complaint
07/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We purchased an air conditioner from Lennox in 2022 April and it worked well in 2022 and 2023 however at the beginning of this year (2024) it started showing issues/ no cooling. Our dealer advised that it's compressor is not working and they have to replace it however since this unit has 10 year parts warranty they would claim for parts through Lennox warrenty portal. A claim for parts was placed on June 10th 2024 ( Claim#************). We waited for a two weeks but we did not receive any response. We contacted dealer to follow up and they advised us that Lennox did not process their warranty claim as the model of our compressor is out of production. They said this unit has parts warranty until 2032 but not sure why Lennox is not providing them with parts. Since there was no response from Dealer i contacted Lennox customer care on many occasions ( at least 5 times ) but none of the agents were able to help. They said they can't look in to my claim as it was submitted by the dealer.Finally we reached the consumer affairs on July 3rd. Agent was sensible and tried to understand our situation however she was unable to offer any solution. They offered a call after few days but no solution is offered except a possible follow up with warranty department.Business response
07/18/2024
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 copies of all service tickets and invoices involving the equipment 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
07/18/2024
I have reviewed the business response and accept this resolution.
We have received parts from Lennox and able to resolve partially. While installing the new compressor the technician noticed that fan is also not working and they requested for a new one ( on July 8th ) .
It appears that warranty claim is a slow process.
I am in support to close this dispute though my problem is not fully addressed,
thank you
*******************;
**********
Initial Complaint
07/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Faulty coil in Lennox air conditioning systems!Business response
07/15/2024
We at Lennox Industries **** value all of our customers, and it is our policy to provide the highest quality product. Unfortunately there is no context provided with ********************** submission. 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'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 ****Initial Complaint
07/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am writing to inquire about a discrepancy in the warranty information for an evaporator coil with serial number ********** provided by ********************** and installed by ************************* *** Inc..According to a warranty email received from ********************************************* on August 19, 2022, the warranty expiration date is 12/7/2028 for this coil which differs from the current data 12/7/2023 listing on lennoxpros.com.We have already contacted both Lennox and our installer, ************************* *** Inc. (**********************), on several occasions to resolve this issue. Unfortunately, the discrepancy persists. This mismatch prevents us from claiming the coil replacement at no cost, which is urgently needed due to a malfunction. The high temperatures are causing discomfort for our children, as the air conditioner is unable to cool effectively.For your reference, the air conditioner was installed and sold as part of a new residential house on December 7, 2018, by the builder. The attached warranty document downloaded from ******************************************************************************* indicates a parts warranty expiration of December 7, 2028, for both the furnace and air conditioner. However, the coil warranty is listed as expiring on December 7, 2023 from lennoxpros.com.We kindly request your assistance in clarifying the correct warranty expiration date for this evaporator coil into 12/7/2028.Business response
07/15/2024
We at Lennox Industries **** value all of our customers, and it is our policy to provide the highest quality product. We appreciate the opportunity to address Mr. ***** concerns.
Following direct communication with our ********************** on July 2, 2024, Mr. **** was made aware that the warranty registration date had been corrected for his CH33-43B-2F evaporator coil (Serial No. ***********. We provided Mr. **** with a copy of the updated registration certificate for his records, and will attach a copy here as well.
We appreciate Mr. ****'s continued patience, while this was being actively worked on by our Consumer Support and Warranty Department.
We thank you for taking the time to contact us.
Sincerely,
LENNOX INDUSTRIES ***Initial Complaint
07/01/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a new construction in April 2015. In 2020 I had to replace the evaporator coil. But due to Covids shortage we had to put a bandaid and then replaced the capacitor in 2023 and now I am paying to pay for a new coil. I have attempted to contact Lennox but they refuse to help bc it was 4 months late under warranty. I have had to put in over ***** in a less then 9 year old home.Business response
07/10/2024
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 current servicing contractors name and telephone number, a copy of the original closing document, 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 ****Initial Complaint
07/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have two Lennox air conditioning units that were installed and registered with Lennox and were granted a 10 year warranty on the parts for the units. Now that I am in the 6th year they have cancelled my warranty. I have paid for parts that should be covered and they are denying a warranty claim for my coils that have failed in the upstairs and downstairs units. This has been addressed with an approved servicing company. I would like a refund on the previous part I had to pay for and I need them to replace the coils that are under warranty. At this point I have been without air for 10 days.Business response
07/10/2024
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 serial and model numbers for all pieces of equipment in the home, the copies of all service tickets and invoices involving the equipment's maintenance, diagnostic and repair, as well as with a copy of the original installation paperwork and registration certificate that ************ is referencing.
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
07/10/2024
I am rejecting this response because: I have called Lennox and was passed from ****** to ***** just to be told they wont deal with a residential customer but only business that service ********************** equipment. I emailed this department at Lennox over a week ago and was auto replied on the page that someone would reach out to me in 3 business days. It has been at least 7 business days. I called both Lennox installers in ********* and both said they couldnt help me. Since I know one of the owners wifes I was able to get the territory manager, *******************************. I talked to ******** and he said things were looking promising since I have had 3 coils fail on our downstairs unit and 2 coils fail on our upstairs unit and both expansion valves fail. He said he needed information from ********** to get it processed. This was given to him within 24 hours. I have called and texted him with no answer and ********** said they still havent given them an answer. These coils have failed 6 other residents that I personally know just in my neighborhood. We have spent over $10000 in repairs and Freon and they still do not work. Lennox had a class action lawsuit for their coils in 2015-2017 and they need to be held accountable for this faulty product. Here is the information that they request that they WERE ALREADY SUPPLIED.
PLEASE INVESTIGATE THIS COMPANY
*******************
Company Name: ********** Systems Inc.
Address : ********************************************************************************
Account# B275??
Homeowner: *******************
Address: *******************************************
M/N D/S (AHU) CBX25UH042-230-10 S/N 1717K13004
M/N D/S (H/P) 14HPX-042-230-22 S/N 1917L35529
M/N U/S (AHU) CBX25UH-030-230-21 S/N1717L42849
M/N U/S (H/P) 14HPX-030-230-21 S/N 1917J18865
Heat ********* Systems are heat pumps with electric ******************************************** 04/17/2017
Failure Date: 06/22/24
Part numbers Needed:???
Warranty Claim #s 100003987579 and 100003987600
Explanation of failure: Large refrigerant leaks on both coils.Business response
07/18/2024
We thank ************ for providing this important information. We are forwarding ****************** information to the Lennox ********************* in **************** area to make them aware of his situation. This will allow our local representative the opportunity to contact *********************** and review the presented concerns.
We appreciate **************** patience in allowing our local representative the time to properly investigate this situation.
We thank you for taking the time to contact us.
Sincerely,
LENNOX INDUSTRIES ****
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Customer Complaints Summary
389 total complaints in the last 3 years.
135 complaints closed in the last 12 months.