Complaints

This profile includes complaints for Lennox Industries, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lennox Industries, Inc.

  2100 Lake Park Blvd Richardson, TX 75080-2254

  
• 

  Lennox Industries, Inc.

  7 Lopez Rd Wilmington, MA 01887-2563

  
• 

  Lennox Industries Inc

  110 Parkway View Dr Pittsburgh, PA 15205-1402

  
• 

  Lennox Industries, Inc.

  4 Gardner Rd Ste 3 Fairfield, NJ 07004-2211

  
• 

  Lennox Industries

  4251 121st St Urbandale, IA 50323-2302

  

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:09/12/2024

  Type:Billing 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.

  On 7/21/2023 we were contacted by Lennox to complete a warranty replacement for client by the name of Israel. He represented himself with Lennox ******************** They also contacted their client and let them know the warranty replacement of their thermostat was approved. After we replaced the client's thermostat, we then turned around same day and filed warranty online and it was declined. Israel quickly contacted me again and told me although the warranty was declined that they will just credit our account the thermostat cost of $656.00 and leave the warranty claim denied. That was fine with me, but we did save the voice recording in case they did not follow through with their statement. As Lennox has done this previously.I have since waited a month to see if the credit has posted before following up. Once I did not see it posted, I emailed ****************************************** ************************************ **************************************************************** and ******************************************************************* on (3) separate occasions without a reply regarding the credit. This was every email I could find for someone to respond to the claim. (Email attached)In this email I included the original invoice, the warranty denial, and (2) call recordings of Lennox representative approving the replacement. I have tried twice to call warranty department, the first time on hold 1hr 51 minutes and hung up on and the second call 1hr 32 minutes and hung up on. I have done my due diligence to get this rectified and served their client at the request of Lennox only to given weeks of grief to get this completed. I now have to escalate the issue.I have (2) voice recordings of their warranty department and my conversation, but upload will not allow me to upload WAV files. If you would like these please reach out to me and I will include.

  Business Response

  Date: 04/22/2025

  We apologize for the delay in our response and appreciate the opportunity to follow up on ***** ********** complaint. To the best of our knowledge, this has been resolved. Please advise if they feel otherwise.

  Sincerely,

  LENNOX Residential HVAC 

• Initial Complaint

  Date:09/12/2024

  Type:Product 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 purchase a 4 ton heat pump and a gas furnace from Lennox. I paid $19,000 for the part and labor it was installed by ******* service expert ************************************************************************************* ************** the heat pump had a $800 rebate and the furnace Had a $400 rebates the rebate was submitted through spire and the tracking number was ********** I submitted documents to spire and was told the rebate was pending . Spire was a third party company and Lennox took over all pending rebate .The new tracking number is U9TJR7X2XZ Lennox number is ************ .Lennox **** that handle the rebate is ************ I was told by Lennox they received the rebate and process the rebates but I wasnt notified. I made several attempts through email,fax, phone to Lennox and I was not told until sept 2024 that the rebate was process .i was told by Lennox to contact the card processing **** to track down my rebate which was process on debit card.i call the card **** ************ who said they process the card and they gave me a incident number CAS-*******-N1P6F2 I received a email stating the card has expired. I told them I was never notified about the card . I contacted Lennox to research the card and was told I didnt activate the card and now the card has expired I am missing $1200 in rebate I spent $19,000 on their product and part of the sale pitch was the rebate and a income tax break

  Customer Answer

  Date: 02/19/2025

  I havent heard from the company 

  Customer Answer

  Date: 02/26/2025

  
  I havent heard anything from them 

  Business Response

  Date: 04/15/2025

  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. It appears from Mr. ******* submission that we need to investigate into his situation further. To enable us to proceed, we will need the complete copy of the purchasing and installation paperwork.
  
  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

  Date:09/09/2024

  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 have two of Lennoxs top of the line condenser units, which I purchased a few years ago, and are still in warranty. My Installer has been trying to obtain the condenser fan motor for one of the units, to do a warranty repair. Lennox says they are on back order, with no estimated delivery date.I have contacted Lennox directly (case # ********). They have not responded to my request for information or time of the delivery of the motor. It does not appear Lennox is interested in providing resolution to warranty claims.I am very upset with their lack of concern and the unit is still not functioning for going on three weeks. I would appreciate any support you can provide.Thank you.

  Business Response

  Date: 09/13/2024

  We thank Mr. *********** for providing this important information. We are forwarding Mr. ************* information to the Lennox District Sales Office in Mr. ************* area to make them aware of his situation. This will allow our local representative the opportunity to contact ******* Heating AC & Refrigeration and review the presented concerns.
  
  We appreciate Mr. ************* 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 ****

• Initial Complaint

  Date:09/05/2024

  Type:Product 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 am writing to file a formal complaint against Lennox Industries regarding a significant issue with my air conditioning unit, which is only 4 years old. Despite being under warranty, I have incurred over $6,000 in labor costs and service calls for repairs due to persistent problems with the unit. The frequency of repairs and the cost involved strongly suggest that the unit is ************ case number with Lennox is ******** - they are aware of all the issues that we have called about. It's been ongoing for a year and a half. We have repeatedly contacted Lennoxs consumer affairs department and upper management, only to encounter delays, unreturned messages, and even disconnections. I have not been provided with direct contact information for key decision-makers or any meaningful updates on the resolution process.Given the extensive repairs and costs involved, I am seeking compensation for the repair expenses and the considerable financial burden caused. I kindly request that the BBB assist in facilitating a resolution with Lennox. Attached are all relevant documents, including repair records from *********** and Cooling (the repair company).Thank you for your assistance in this matter.Sincerely,***** *********** ********* (Homeowners)************** *******************

  Business Response

  Date: 09/13/2024

  We at Lennox Industries **** value all of our customers, and it is our policy to provide the highest quality product. 
  
  It is unfortunate to learn that Ms. *** and Mr. ******** have not received follow up regarding their concerns. As Ms. *** has mentioned, she and ***** ********* have been in direct communication with Lennox regarding their situation. We regret to learn that Ms. *** has been disappointed with their previous interactions. We have further escalated their case to upper management as well as with the Lennox District Sales Office Representative in their area, to make them aware of their on-going situation. 
  
  We appreciate Ms. *** and Mr. ********** continued patience, while this is still being actively worked on by our District Sales Office Representative and Freedom Air and Plumbing. 
  
  We thank you for taking the time to contact us.
  
  Sincerely,
  LENNOX INDUSTRIES INC.
  
  

  Customer Answer

  Date: 09/14/2024

  I am rejecting this response because:   
  Once again, Lennox has stated that they are forwarding this issue to upper management. Unfortunately, this is not the first time we have been told this, yet neither I nor ***** have received any communication from district sales or upper management regarding a resolution. Its been a year of getting the same response with no contact from district sales. During this time of waiting, our 3 year old unit has broken again and we had to complete a $1400 repair. 
  
  This pattern of deflection is frustrating and unacceptable, as our concerns have yet to be addressed. I expect a more substantive response that includes a timeline for action and direct communication from Lennoxs management teams.

   

  ***** *** & ***** Odonnell 

• Initial Complaint

  Date:08/30/2024

  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.

  A lennox Heat pump was installed in my home in 2019 by a **** contractor name ******************** Aug 30, 2024 I had a contractor come to my home and service my heat pump outside unit and I was told that the fan has failed and will need to be replaced. They service technician told me that there is no record of the 10 year extended Lennox warranty. I called Lennox and was told that I only have a 5 year warranty because the extended warranty was not registered. I was told by the installing contractor at the time that the warranty was registered. ******************* that installed the **** went bankrupt. I know that I applied for and was given a mail-in-rebate through Lennox and it seems to be that that would suffice for registering the product. Lennox representative ******************* case #******* says that there is not record of the registration and I am out of luck. Thus I am bearing the consequences of the actions of a Lennox affiliated AC contractor who failed to submit the warranty to Lennox. I would like for Lennox to honor my 10 year warranty. There are some states that do not allow the business practice of requiring registration to honor warranties. This is unethical practice on Lennox's part.

  Business Response

  Date: 09/10/2024

  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, as well as the copies of all service tickets and invoices involving the equipment maintenance, diagnostic and repair.
  
  In addition, we are in need of the original installation paperwork and contract agreement that *********************************** has with Clout 9 LLC. We would like to make *********************************** aware that her installing contractor Clout 9 LLC, is in fact still in business. 
  
  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 Answer

  Date: 09/22/2024

  Response to Lennox:

   

  Hello,

  Thank you for your response and consideration in this matter. I have supplied the information that you requested below.

  Please find attached the original Clout installation invoice which includes all of the information about the specific unit that was installed. Also, please find attached the estimate for the cost to replace the fan motor from the ** contractor which was also supplied from a business that is called Clout but stated to me that they are not in fact the original business that installed the unit,

  I am not privy to the details of the business status of Clout.  I had a contract with Clout that was outlined in the original invoice. I did receive other maintenance and repair from Clout that I have not attached the invoice because it is not readily available in my records. However, the service is recorded of the in the "new" Clout. If you require that information to resolve this matter, I will obtain the invoices and send them to you.

  I recently noticed that the unit was not cooling properly and was making a loud noise, I phoned the Clout phone number. I was told that the original clout had gone out of business and that I was calling the new company that purchased the business. This new company also goes by *****. The new Clout is the one that diagnosed the fan blade problem.

  As you can see on the original installation invoice the ***************************************************************************** the consumer, to register the Unit. Also, a rebate application was submitted to Lennox for this unit. It seems logical that this request for rebate would serve as a registration of the product.

  I appreciate your efforts and look forward to a satisfactory resolution of my concerns.

  Regards,

   

• Initial Complaint

  Date:08/28/2024

  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.

  In 2016, we purchased a Lennox XC HVAC system. We were told that it was a high end, high efficiency system with a 10-year warranty on the equipment and parts. We were NOT told that the thermostat had a separate 5-year warranty. The *** screen on the thermostat is broken and requires replacement, which costs $1000. If I had known that replacing just the THERMOSTAT would cost so much money, I would have chosen a different manufacturer. For Lennox to sell such a poor-performing product that would need replacement in such a short period of time at such a high cost is downright criminal. For them to provide only a 5-year warranty on the thermostat seems as though they must have known that it was not reliable. I called Lennox, but they will not send me a replacement. My HVAC tech told me this morning that other customers have received replacement even after their warranty had expired. Search "Lennox thermostat screen blank" and you'll get THOUSANDS of pages of customers complaining.

  Business Response

  Date: 09/04/2024

  We at Lennox Industries **** value all of our customers, and it is our policy to provide the highest quality product. Life expectancies of equipment will depend on many different variables. 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. These dealers have their own pricing, practices and operations.
  
  The standard Lennox ***************** Warranty on ************** iComfort Wi-Fi Touchscreen Thermostat (Serial No. *********** installed in a privately owned residence, covers parts for a period of five years. The Lennox ***************** Warranty is based upon the date of component failure in relation to the original equipment installation date and covers parts only. As ********** is aware, her iComfort Wi-Fi Touchscreen Thermostat (Serial No. *********** has been out of the warranty since 2021. We have included a copy of the warranty document for ************** records.
  
  We sincerely regret to learn of the unpleasantness that ********** has detailed. Although we are aware this response may fail to meet her expectations, we cannot honor her request for assistance with coverage of costs as this incident has occurred beyond the original five-year warranty period provided with her iComfort Wi-Fi Touchscreen Thermostat (Serial No. ***********. We recommend ********** continue to consult with her servicing dealer 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

  Date:08/26/2024

  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 Lennox HVAC system in 2016, expecting reliability. However, my system experienced two major failures, with the first occurring while it was still relatively new:1.Evaporator Coil Failure: This happened early in the systems life, costing me $675 in labor to repair, despite regular maintenance by certified HVAC professionals.2.Condenser Coil Failure: More recently, the condenser coil failed, leading to an additional $2,100 in repair costs.Lennox has refused to cover any of the labor costs, citing their limited warranty, which only covers parts. I provided all requested documentation, including service records and invoices, yet they continue to deny responsibility, leaving me to bear the full financial burden.I was also unfairly excluded from a class action lawsuit regarding defective evaporator coils because my system was purchased in 2016, even though its a 2015 model. This exclusion has left me without any recourse for the defects that should have been covered.Ive communicated extensively with Lennox, complied with all their requests, but theyve refused to provide any meaningful assistance or reimbursement. Instead, they deflect responsibility onto the contractors who serviced the unit.Through discussions with multiple HVAC technicians and online research, Ive found that many other Lennox customers have faced similar issues, indicating a broader quality control problem that Lennox has failed to address.I am seeking reimbursement for the labor costs associated with these repairs, as these defects should not have occurred so early in the systems lifespan. Lennoxs refusal to take responsibility is unacceptable, and I am filing this complaint with the BBB to prompt Lennox to reconsider its stance and offer a fair resolution.

  Business Response

  Date: 09/04/2024

  We at Lennox Industries Inc. 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. There are a number of reasons a failure could occur. We rely on a servicing dealer's guidance to identify the root cause of any failure, and to repair it in a fashion to avoid recurrence. These contractors are separately owned and independently operated businesses and are solely responsible for their own business practices, operations and pricing.
  
  As Mr. Guillory has referenced, the evaporator coil in one of his two air handlers, was replaced in March of 2019. We are also aware that the condenser coil in one of his two air conditioners failed as of August 2024. In the event an in-warranty component is necessary, Lennox provides the covered component, through Mr. Guillory’s Lennox dealer or HVAC contractor of his choice, under the terms of the equipment's warranty. The Lennox Equipment Limited Warranty on Mr. Guillory's registered 14ACXS030-230 air conditioner (Serial No. 1916B18586) and his CBX25UH-030-1 air handler (Serial No. 6015K02422) installed in a privately owned residence, covers all parts for a period of ten years from the date of installation or closing on a newly constructed home and covers parts only. The Lennox Limited Equipment Warranty does not cover labor charges. We have attached a copy of the warranty document for Mr. Guillory's records. 
  
  The intent of the Lennox Equipment Limited Warranty is to address covered component failure that is the result of a manufacturing defect. The Equipment Limited 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 Equipment Limited 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 equipment’s warranty. Additional warranties outside the Lennox Equipment Limited Warranty that cover maintenance, labor or other services may be offered through Mr. Guillory's servicing contractor or third-party warranty companies such as a home warranty company. These warranties are separate from the parts warranty Lennox provides for products.
  
  As we have previously expressed to Mr. Guillory, we sincerely regret that he has experienced the added expenses detailed in his submission. However, we cannot honor his request for reimbursement of costs that are not covered under the terms of the original written warranty provided with these products. There is no "revised" warranty. We recommend Mr. Guillory continue to consult with his servicing contractor for their guidance on the best moving forward action plan as well as what actions they recommend to prevent future issues from arising, as we consider this matter as closed. 
  
  We thank you for taking the time to contact us.
  
  Sincerely,
  LENNOX INDUSTRIES INC.

  Customer Answer

  Date: 09/04/2024

  I have a 2015 model, which was part of a CLASS ACTION LAWSUIT. However, I was excluded from the settlement due to my purchase date, despite owning a 2015 model. If Lennox considers this issue resolved, I will now escalate the matter through legal channels. Once again, your warranty doesn’t stop me from taking you to a small claims court with an attorney.
  

  Business Response

  Date: 09/10/2024

  We are in receipt of Mr. Guillory's most recent complaint filing. 
  
  As Mr. Guillory is aware, Lennox Industries Inc. has agreed to settle a class action lawsuit about its evaporator coils, purchased between October 29, 2007 and July 9, 2015. Please be aware, when a case is settled it is not an indication that the company was at fault, but rather a decision for all parties involved to not continue with legal action, as no one has found that Lennox has done anything wrong. The administration of the settlement claims process is handled by a third party, court appointed, claims administrator. As such, Lennox does not control or handle the claims administration of this settlement, nor does Lennox determine who may or may not be entitled to any potential benefits provided under the terms of the settlement. For more information about the Settlement, we would suggest Mr. Guillory suggest visit https://www.evaporatorcoillawsuit.com.
  
  The Lennox Equipment Limited Warranty on Mr. Guillory's registered 14ACXS030-230 air conditioner (Serial No. 1916B18586) and his CBX25UH-030-1 air handler (Serial No. 6015K02422) and his CBX25UH-030-1 air handler (Serial No. 6015K02422) installed in a privately owned residence, covers all parts for a period of ten years from the date of installation or closing on a newly constructed home and covers parts only. Under the terms of the Lennox Equipment Limited Warranty, a copy of which we have again attached, Lennox will provide the replacement parts for components that fail within the warranty period because of a manufacturing defect. However, the equipment warranty is limited in nature. One of those limitations specifically relates to labor. The Lennox Limited Equipment Warranty covers parts and components only and does not cover labor, refrigerant or diagnostic charges. Lennox’ sole responsibility under this Limited warranty is to provide a replacement component under the terms of the equipment’s warranty. 
  
  As previously stated, additional warranties outside the Lennox Equipment Limited Warranty that cover maintenance, labor or other services may be offered through a servicing contractor. Such warranties through a servicing contractor are separate from the Lennox Equipment Limited Warranty, specific to covered parts and components of Lennox products.
  
  We understand that this response will fail to meet Mr. Guillory's expectations. However, for the aforementioned reasons we cannot honor his request for reimbursement.
  
  Sincerely,
  LENNOX INDUSTRIES INC
  
  

  Customer Answer

  Date: 09/10/2024

  I am rejecting this response because:   I appreciate your response, but it still does not address the core issue at hand.
  
  While I understand that the evaporator coil class action settlement was handled by a third-party administrator and that Lennox claims no wrongdoing, this does not change the fact that I purchased a 2015 model, which was clearly part of the defective batch that led to the lawsuit. My exclusion from the settlement due to the purchase date is a technicality, not a reflection of whether my unit was affected by the same manufacturing defects.
  
  Moreover, while I understand that Lennox’s warranty covers parts but not labor, the consistent and well-known issue of leaking coils in Lennox systems has forced me, and many other customers, to bear significant labor costs due to manufacturing defects. The fact that I am facing multiple critical failures on this system speaks to a broader issue with the product’s quality and not just routine wear and tear.
  
  The class action settlement was intended to compensate customers for exactly these kinds of defects, and the exclusion of my case based on a purchase date technicality should not absolve Lennox of responsibility for its defective products.
  
  As of today, September 10, 2024, I will be starting the first steps in filing a claim in court. If Lennox continues to refuse any meaningful resolution, I will escalate this further. Additionally, I will continue to share my experience with other consumers, both online and through official channels, to ensure that others are aware of the persistent issues with Lennox products.

  Customer Answer

  Date: 10/18/2024

  Thanks for taking their side posting this all over. BBB IS A SCAM

• Initial Complaint

  Date:08/26/2024

  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.

  As homeowners, we never were made aware that registration of our units was needed. Based on a technicality, we are not being given support under warranty for not 1 but 2 failing air conditioning units.

  Business Response

  Date: 08/28/2024

  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 equipments 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

  Date:08/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  2 ************ were installed new, with a home build in June of 2024, immediately one of the compressors immediately began making noise, the installation tech stated it needed replaced, and contacted Lennox to warranty the parts, Lennox refused to honor their warranty and stated it was not a manufacture problem that the compressor was making noise loud enough to be heard over 500 feet from the house. The installer recommended I contact Lennox myself which I did, they requested information which I provided over 2 weeks ago, they have not replied to emails or phone calls since that time. All I want is for them to honor their warranty which they refuse to do, even though all aspects of this issue is a manufacturing issue.

  Business Response

  Date: 08/28/2024

  Following direct communication with our ********************** on August 23, 2024, ****************' information was forwarded to our District Sales Office to make them aware of his dissatisfaction. It is our understanding that the District Sales office representative from ****************' area has consulted with **************** and his servicing contractor, ********************* Heating and AC, to assist with a resolution to address the presented concerns. 
  
  At this time, we encourage **************** to continue working with ********************* Heating and AC on their guidance regarding the next steps. 
  
  We thank you for taking the time to contact us.
  
  Sincerely,
  LENNOX INDUSTRIES INC.
  
  

  Customer Answer

  Date: 08/28/2024

  I have reviewed the business response and accept this resolution. 
  

  yet it does not tell the whole story I had to go all the way to the ** of consumer products before I got a response from them.

• Initial Complaint

  Date:08/20/2024

  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.

  Two times in the last eight years I have been forced to replace an evaporator coil on my homes Lennox air conditioning unit. The first time was in August 2016. In 2016, the original coil was still under warranty but I was expected to pay labor of over $700 to have it installed. On top of the over $700 that was paid to have it installed, I had to pay $348 before it was fixed to refill the refrigerant and diagnose the problem. These amounts do not include the original thousand dollars I spent on another company that was unable to find the leak. Now, on August 17, 2024, my air conditioning once again failed with temperatures of 100 degrees outside. This time I was forced to lay $765 to have the issue diagnosed and once again refill the refrigerant that had leaked from the replaced coil. Now, I received an estimate of $2,700 dollars to replace the coil that had already been replaced once. Two times in eight years is unacceptable to be paying thousands of dollars each time to fix the same problem over and over. This issue seems like pure negligence and faulty design on the part of Lennox.

  Business Response

  Date: 09/01/2024

  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 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 history.
  
  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 Answer

  Date: 09/03/2024

  Here is additional information requested by Lennox. No action taken to remedy the issue. 

  Customer Answer

  Date: 09/03/2024

  Here is additional information requested by Lennox. No action taken to remedy the issue.