ComplaintsforLennox Industries, Inc.

Wholesale Major Appliances

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Initial Complaint
07/01/2024
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.
Top of the line icomfort system installed Oct 2019. Blower control module failed part unavailable.system down for2 weeks.evaporator coil failed. Had to pay to replace. Thermostat failed. Thermostat 10F81 was discontinued in 2019 due to chronic failures.Lennox recognized the defective product and should have replaced all the defective units already sold/installed..I paid for the Cadillac system with the Cadillac price and ended up getting a Yugo..If I want to keep a usable ,functional programmable WiFi connected thermostat,I will have to pay an additional $1500-$2000 to get what I have already paid for..The Lennox name means nothing anymore
Business response
07/11/2024
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.

Customer response
07/13/2024
System was installed April 23,2018 model # CBX32MV-036-230-6-09. Serial# ***********. Recommended as top of the line
3.0 ECM MOTORMODULE FAILED IN SEPTEMBER 2022. Part was unavailable until mid October 2022
replacement part installed October14 ***** by JCAC mechanical services ************
Evaporator coil leaking Replaced October 2023 by JCAC ********** services ************
icomfort Wi-Fi thermostat screen went blank July 1,2024 web search shows this to be common failure and Lennox discontinued using and replaced with different item. All I want is the replacement stat that you knew was prone to fail
Initial Complaint
06/26/2024
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.
Lennox does not care about their customers and only wants their money and will leave you to roast in your own home before processing a warranty claim. On Wednesday, June 12 my AC stopped working. I had an **** tech come to look at it on Friday, June 14 and he said my compressor wasn't working. My unit is a 2019 Lennox and so he believed it was still under warranty. He tried to call the warranty department on Friday, June 14 and left a message but no one returned his call. He tried to call again on Monday, June 17 and Tuesday, June ******************************** the meantime, I tried calling another **** company to see if they would have better luck. They submitted a claim on my behalf to the warranty department on Thursday, June 20 and didn't hear anything back. They tried calling each day and leaving messages, but no one returned their calls. On Tuesday, June 25 they were finally able to get ahold of someone who told them that they were too busy to handle their call and to leave a message and someone would get back to them. As of now, Wednesday, June 26, still no one has reached back out regarding any type of resolution for the warranty. I have now been without AC for 2 weeks with the temperatures being in the 80's or 90's the majority of those days. The warranty department refuses to call back the **** company to get this resolved. Completely awful customer service. I have tried calling the normal customer service line as well and they refused to give me any contact information for a warranty department.
Business response
07/09/2024
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, and 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 ****
Customer response
07/13/2024
Due to Lennox's complete lack of communication to my HVAC company, I have needed to purchase an entire new unit in order to have air condition in these dangerous heat waves. The response time from Lennox is unacceptable and they will do anything to avoid fulfilling their warranty in a timely manner. You can consider this case closed as I have needed to pursue other avenues to solve this problem and ensure the safety of those living in my household. To this day, the warranty department from Lennox still has not returned any phone calls from my HVAC provider. I will never have another Lennox product in my household because of their awful customer service and lack of care for their customers.
Initial Complaint
06/26/2024
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.
I purchased a Lennox furnace via All Seasons Heating in *******, **** ***** on 2/8/24. With this purchase I was told that I would get a $175 rebate from Lennox. The furnace was installed on 2/29/24. I patiently waited 2 months for the rebate. No rebate. I called All Seasons on 5/6/24 at 1015 and they said that they'd get back to me. They called me back and said Lennox was having computer issues and would get back to them. I called All Seasons again on 5/21/24 at 1325 and was told that **** would call me back. No phone call returned. I called again on 5/23/24 and **** said she was still trying to find out what the holdup was with Lennox. Meanwhile, my friend who had her Lennox furnace installed late March, received her rebate within a month. I called **** again on 6/6 at 1325 and she was calling Lennox again. No return call. On 6/20 at 1006, I called **** again and she said that she hadn't heard anything, but would call Lennox again and call me back that afternoon. I never heard from ****. I had enough, so I called Lennox and talked to a very nice woman ****, who transferred me to ******. ****** was very willing to help me at first and would get to the bottom of this. She asked what time on Friday morning 6/21, would be best for her to call me back. I said 9 am. Friday comes, no call. I call ******, She was too busy to call me. She told me to call the rebate center. Called them. ***** said Lennox has never issued you a rebate and he couldn't help me. Called Lennox back and talked with ***** and he said that he needed time to look further into this. It's been 4 months, how much time do they need? He said that he needed until Tuesday to check into it and he'd call me back with more information. I said that I didn't want information, I want my rebate. Tuesday has come and gone and no phone call from anyone. I'm so disappointed and frustrated in Lennox. Four months and the hassle I have gone through is inexcusable!
Customer response
06/27/2024
Copy of Model and Serial number of furnace
Copy of purchase agreement. I went with Option 1 and was told I'd get a $175 rebate.
Business response
07/09/2024
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 more context surrounding if it was her, or her dealer who submitted the rebate claim, as well as the claim number and date of submission.

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
All Seasons gave me the information needed by Lennox for date of submission and claim number for my rebate.
Date of submission was 3/24/24.
Claim number Lennox Spring #
20240322_3958FEC8

Customer response
07/12/2024
Checking to make sure you received the info that I sent on Wednesday with date and claim number that All Seasons sent to Lennox for my rebate back in March.
Thanks.
Customer response
07/16/2024
It is Tuesday July 16th and when I got my mail the rebate from Lennox was in it.
Thank you so much for your assistance with this matter. I truly appreciate it.
**** ***
Initial Complaint
06/19/2024
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.
Had a brand new unit installed in 2020. Every year I have had a technician from different companies that are certified lennox technician come and fix it. They fix it for the summer and it doesn't work again the next year. I called lennox and ****'s response was first let me tell you will not be getting a new unit and I can give you a list of technicians that can come look at the unit it, but you will have to pay for the labor. I'm over $3000 into repairs on a brand new unit that has not even worked for one year. They had no solution and refused to make it right. **** stated the company will not cover any costs outside my warranty
Business response
07/01/2024
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 number of her indoor 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
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
06/15/2024
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.
In the summer of 2020, I had contracted with ******* Heating and Cooling, located at *************************************************** (Mechanical Contractor Bond #MB005011) to purchase and install a Lennox furnace and ** unit.I have had several issues with the air conditioner and installation which was reported to Lennox under case ******** where I received a generic reply saying this issue was not their problem and I should pursue ******** and/or the subcontractor. I replied to the email I initially received from Lennox with my concerns about *******, I do not trust they will solve the issue since we have had them out twice and still have the same issue in which they previously damaged our home. ******* is refusing to warranty the work and has charged us fees without resolving the issues.3 years for an air conditioner to fail. I live in ********* where we run the ** about 4 months out of the year. So, in roughly a year's worth of time your product has failed. All I want is the warranty coverage that is owed for your product and to resolve this matter.The way I see this now is, Lennox sells a defective product.***** 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. 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, the original purchasing paperwork, 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
06/30/2024
I have attached the information that Lennox has requested. Thank you for your time,
***** and *****************************
Customer response
07/08/2024
I am rejecting this response because:

I have attached the information that Lennox has requested. Thank you for your time,

***** and *****************************
Business response
07/16/2024
We are in receipt of Mr. ********* response to our request for additional information. We appreciate the timeline of events and estimate that he has provided. However, we are still in need of the previously requested copies of all service tickets and invoices involving the equipment's maintenance, diagnostic and repair history from ******* and Gopher Services.

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
07/27/2024
Attached is the information that Lennox requested from the last service appointment.
Thank you,
***** and *****************************
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
06/04/2024
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.
On 5/20/24, I started up my AC unit after cleaning it in preparation of the summer. The unit began making a terrible noise, like a coil whine or a grinding sort of noise. I checked everything to make sure nothing was loose. I ended up having the company that installed the unit, come and evaluate it. They determined that the compressor was failing and would need to be replaced. Mind you, this was installed on 11/1/21. This unit is only a couple years old.To have the compressor replaced and all the additional labor involved in the replacement is over $1700. Being that Lennox is supposed to have quality products and significant reliability, I feel that Lennox should help cover the cost of labor. The compressor is clearly a "lemon" and now I have to pay again to have it installed, again. It seems reasonable for Lennox to go beyond a warranty coverage at this point, unless they don't stand behind the "quality" of their products.
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 ************************ submission that we need to investigate into his situation further. To enable us to proceed, we will need some additional information including the address that the equipment is located, the complete model and serial numbers for all pieces of equipment, the 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 ****
Customer response
06/06/2024
Address of equipment:
*********************************************. 14580

Complete model and serial numbers:

Air Conditioning Unit:
M/N: 16ACX-036-230A01
S/N: 1921K26850

Furnace Unit:
M/N: CX35-30B-6F-20
S/N: 1521F35972

Servicing contractor: ****************** and Air Conditioning
Phone number: **************

Original Installation Date: 11/01/2021
Invoice and service diagnostics that I was given (see attached PDF)
Customer response
06/12/2024
I am rejecting this response because:
Address of equipment:
*********************************************. 14580

Complete model and serial numbers:

Air Conditioning Unit:
M/N: 16ACX-036-230A01
S/N: 1921K26850

Furnace Unit:
M/N: CX35-30B-6F-20
S/N: 1521F35972

Servicing contractor: ****************** and Air Conditioning
Phone number: **************

Original Installation Date: 11/01/2021
Invoice and service diagnostics that I was given (see attached PDF)
Business response
06/21/2024
We thank ******************** for his response to our request for additional information. We appreciate the information he has provided as it is vital to thoroughly evaluating his case and addressing his concerns.

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. It is for this reason that we provide an equipment warranty, to reduce the expense to a minimum when these things do happen during the warranty period.

The Lennox ***************** Warranty on ************************ registered 16ACX-036-230A01 air conditioner (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 of a newly constructed home) and covers parts only. We have attached a copy of the Lennox ***************** Warranty for ************************ records.

The intent of the Lennox ***************** Warranty is to address covered component failure that is the result of a manufacturing defect. The ***************** Warranty document addresses this in the following statement: "If, during this period, a covered component fails because of a manufacturing defect, Lennox will provide a free replacement component to the owner through an independent Lennox Dealer or other licensed service contractor." However, the equipment warranty is limited in nature. One of those limitations specifically relates to labor. The ***************** Warranty document states, "Lennox will not pay labor involved in diagnostic calls, or in removing, repairing, servicing, or replacing parts." Lennox sole responsibility under this Limited warranty is to provide a replacement component under the terms of the equipments warranty. Additional warranties outside the Lennox ***************** Warranty that cover maintenance, labor or other services may be offered through ************************ servicing contractor or third-party warranty companies. These warranties are separate from the parts warranty Lennox provides for products.

We sincerely regret that ******************** has experienced the added expenses detailed in his submission. However, we cannot honor his request for coverage of costs that are not covered under the terms of the original written warranty provided with this product. We encourage ******************** to continue consulting with ****************** & Air Conditioning to determine the best going forward action plan as well as discuss what actions they recommend to prevent future issues from arising.

We thank you for taking the time to contact us.

Sincerely,
LENNOX INDUSTRIES ****
Customer response
06/21/2024
I am rejecting this response because: while Lennox claims to make quality products, it is evident that is not the case. While a 10 year warranty is provided, because of the lack luster quality control of your compressors, I had to pay again for labor costs. Lennox's response further confirms why they have such a low rating on BBB. I'm honestly disgusted with this response without even an attempt to help compensate for labor cost or a portion of it.
Being that it is Lennox's fault for a defective compressor in the first place, they should be responsible for recognizing the issue on their end and provide compensation.
Initial Complaint
06/03/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My house has 2 AC units, and they have warranty until June 2025. One of the units started leaking approximately 5-6 year ago. I have been able to add some freon and it holds throughout the summer. That was just a band aid to the issue. Last year, the 2nd unit started leaking as well. At this time, it was much more costly to add freon to both units. That is why this year I decided to use the warranty and replace both coils. I hired a technician which then proceeded to do the claim for both units. After back and forward, Lennox allowed only one warranty to be processed claiming that the second unit had been replaced already. I have talked to **************************** and they have giving me some advice how to approach the warranty department. The technician has tried to put the claim online and in person. Both ways unsuccessfully. The customer affair department provided me with the name of the company that supposedly did the claim back in July 2018. I contacted them and they do not have records of doing any job for me (as expected since I did not do it). It is frustrating that neither I nor the same Lennox customer affair can talk directly with the warranty department to clarify the situation. I would like not to think this is a scam but I after seeing the responds of the Lennox contacts, it crosses my mind.Attaching the warranty letter and a picture of the serial number of the coil, supposedly replaced already, installed in my house.
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 current warranty claim 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
06/14/2024
Please, find attached extended warranty certificate as well as the picture of the current part installed.
Company: Long Air
Technician: ************
Phone Number: ************
Business response
07/10/2024
We appreciate the additional information that **************** has provided as it was vital in being able to thoroughly address his concerns.

We are pleased to inform **************** that the Lennox ******************* has been able to correct the registration for his CH35-30B-2F-3 evaporator coil (Serial No. ***********. We encourage **************** to consult further with Long Air in regards to any warranty claim.

We would like to make **************** aware that once a new evaporator coil is installed, to please register the new coil at warrantyyourway.com so that it will be able to receive an extended warranty.

We appreciate ******************** continued patience while this was being actively investigated. We thank you for taking the time to contact us.

Sincerely,
LENNOX INDUSTRIES ****
Customer response
07/10/2024
The issue was resolved. I do not know if it was because the complaint through the BBB or the several calls I made to Lenox Customer Affairs.

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