ComplaintsforLennox Industries, Inc.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been waiting on a replacement evaporator coil under warranty that was originally supposed to be delivered 7/3/2024 or 7/5/2004. It has now been 20 days in the *******, ** summer without A/C and getting any answers from Lennox has been nothing but added misery to a horrible situation. We need this part delivered immediately.Please spare us the boiler plate "Lennox Industries values all of our customers...." language and circular requests for additional information clearly designed to stall and maintain an A+ BBB rating that is in ***** contrast of customer reviews. I have attached images of the model and serial numbers taken directly from the unit in an attempt to avoid that trap. Also, our service technician is *************************** with Pro 8 Air LLC *************).It is obvious to us that Lennox Industries has implemented no changes as a result of the class action lawsuit **************** Lennox Industries **** Consumers should research the lawsuit settlement and rely on customer reviews rather than a ******************** accreditation when making HVAC purchasing decisions.

  Business response

  08/05/2024

  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.
  
  In the event replacement of an in-warranty component is necessary, Lennox provides the covered component, through an independent Lennox dealer or other HVAC licensed or qualified contractor, under the terms of the equipments warranty. We have attached a copy of the Lennox ***************** Warranty for ************** CHX35-51/61C-6F-1 evaporator coil (Serial No. *********** for his records.
  
  We apologize if ********** encountered a delay in receiving a replacement evaporator coil. However, delivery time is determined by many factors, some of which are beyond our control. We would like to take a moment to explain that Lennox makes every effort to provide product through our local warehouse if a contractor does not elect to keep a product in stock. We also have several warehouses located across ************* that can ship directly to the contractor should product not be available locally.
  
  We sincerely regret that ********** has experienced the added frustration detailed in his submission. We recommend ********** continue to consult with his servicing dealer for their guidance on the best moving forward action plan as well as what actions they recommend to prevent future issues from arising.
  
  We thank you for taking the time to contact us.
  
  Sincerely,
  LENNOX INDUSTRIES ****

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lennox evaporated coils went out on our unit during a summer heat wave. We brought a technician out to identify what the cause was, and come to find out it was due to low quality evaporated coils manufactured by Lennox. I called to figure out a resolution considering the unit has only gone through 1/3 of it's lifespan. I was told since our warranty just ended 2 months ago, they would do nothing to help. A/C units are a costly item for a homeowner, and when a company advertises that their products can last ***** years; but in actuality lasts for 5- this is false advertisement and Lennox should be ashamed for the inconveniences they are causing homeowners. Do better and offer replacement coils for people who are far below the lifespan of your products.

  Business response

  08/05/2024

  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 current servicing contractors name and telephone number, the copies of all service tickets and invoices involving the equipment's maintenance, diagnostic and repair, as well as a copy of the closing document if this was a new construction home, or a copy of the original purchasing/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 INC.
  
  

  Customer response

  08/05/2024

  I have attached the invoice we had to pay to get the coils replaced. 

  Can you please let me know where I can obtain the installation paperwork? I provided the labeling of the machines and when I called your company, the representative was able to see  a lot of details in your system (install date, etc.)

  Customer response

  08/05/2024

  I am rejecting this response because:   I am providing additional paperwork to have the issue resolved.

   

  I have provided additional documentation with my original complaint- which should give you details on install date etc as one representative was able to pull all of that information via Lennox's system.

  Business response

  08/13/2024

  We are in receipt of the single invoice provided by **********, and we thank her for this information. 
  
  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 contractors guidance to identify the root cause of any failure and to determine the best option to resolve.
  
  The standard Lennox ***************** Warranty on a C35-30A-2F-1 evaporator coil (Serial No. *********** installed in a privately owned residence, covers all 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 or date of closing on a newly constructed home and covers parts and components only. The Lennox Limited Equipment Warranty is a limited warranty which has exclusions such as refrigerant, fuses and other accessories. We have attached a copy of the warranty document for ************ records.
  
  We would like to take this opportunity to make ********** aware of the importance of having routine maintenance performed to help ensure proper and efficient operation. Lennox recommends that the system be serviced by a qualified service technician at the beginning of each cooling and/or heating season. While this service generally includes a check of all major system components and equipment operation, it also allows the technician to identify and eliminate any concerns, should they exist, thereby helping to prevent more costly repairs should those concerns be left uncorrected.
  
  We sincerely regret that *********** has experienced the unpleasantness detailed in her submission. However, we cannot honor ************ request to honor a component replacement that has failed beyond the original warranty period provided with her C35-30A-2F-1 evaporator coil (Serial No. ***********.  We recommend ********** continue to consult with ********************* & ******* for their guidance on the best moving forward action plan, as well as what actions they recommend to prevent future issues from arising.
  
  We thank you for taking the time to contact us.
  
  Sincerely,
  LENNOX INDUSTRIES INC. 

• Initial Complaint

  07/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a brand new Lennox 13**X air conditioner installed as part of a new home build in late November 2020. This April 2024, we called the installer Arrow Heating and cooling, a premier Lennox partner to service the machine as it was not working and paid their service fee. 2 months later June 2024 the machine is not working again and had Arrow come back out and paid them again. This time we were told the coil in the ** was bad and would need replaced. The coil is under warranty, but the repair will cost 850$. I called another company, buckeye heating and cooling (another Lennox approved company) to get a second opinion and they were more expensive. I called Lennox customer support asking for help. They apologized and told me the coil would absolutely be replaced but they couldn't help with the labor to install. They will only replace my coil if I use one of their approved companies. They also cannot guarantee the next coil will not fail and I will be out another 1000$. The warranty on the machine is for 10 years, they should stand by their product and replace my coil including the cost to install. I asked for my case with Lennox customer support to be escalated to a supervisor to convey my situation and how this is unfair as a customer. This was one week ago. As of this complaint filing, I have not been contacted

  Business response

  08/01/2024

  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. 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.
  
  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. 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 C35-49C-2F-1 evaporator coil (Serial No. *********** installed in a privately owned residence, covers 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 on a newly constructed home and covers parts only. We have included a copy of the warranty document 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 such as a home warranty company. These warranties are separate from the parts warranty Lennox provides for products.
  
  We sincerely regret to learn of the unpleasantness and added expenses that ****************** has detailed. 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 Arrow Heating and Cooling 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

  08/13/2024

  I am still stuck in a bad situation where I have a broken product that I have to pay a lot of money to fix, and absolutely no guarantee that it won't happen again, and I will have to spend a bunch more money. The business is covering the part, cool. What about a promise that it won't happen again, and if so, will be covered in full. I don't understand how they can get off free in this situation. There is no protection for the customer 

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  With a 2018 Lennox Signature ** System ($18 000), we have multiple issues and the ***** (MULTIPLE) being primary problems as anyone looking online will also now be aware. Serviced at least Annually the system is well cared for. Coils failed frequently resulting in huge repair costs. First failure 'covered' by warranty but in fact cost us $1700+ in 'labor' and Freon plus $400 in temporary Freon just to keep the system alive during Florida Summer whilst awaiting the replacement coil. Then 18 months later the coil failed again and the response as below is basically tough you need to keep paying out for our mistake. How can a company claim to be producing quality units when their primary components - e.g. the ** coils - are of such poor copper quality that they expect users of their top end system to pay $1700 every 18 months just to keep the system running. The coils cost $4000+ to the consumer so anyone outside of warranty can expect to be paying $5700 every 18 months just to keep their system running. This makes no sense. The fact they know this is an issue, caused by failed, cheap quality copper coils (when other manufacturers use thicker walls or Aluminum) is demonstration of a level of negligence and lack of customer care that really ought to be terminal for a company attempting to advertise premium quality products. This is clearly such an issue with Lennox that in response they just send out canned messages with abbreviations that make no sense to the consumer.

  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 complete serial and model numbers for all pieces of 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

  07/22/2024

  The company has this information. Provided here.

  You also can have the service address as below and youll see the prior replacement of the r same unit. 
  

  ********************

  Windermere

  *******

  34786

  Business response

  07/30/2024

  We are in receipt of ********************** most recent submission. Unfortunately, the information attached to this complaint subsequently does not include the requested complete serial and model numbers for all pieces of equipment or the current servicing contractors name and telephone number. We also have not received any of the requested copies of all service tickets and invoices involving the equipment's maintenance, diagnostic, and repair history. This additional information is vital to thoroughly evaluating his expressed concerns.
  
  We realize our request for additional information may create an inconvenience for ******************, and appreciate the extra effort to supply us with the necessary documentation to thoroughly look further into his situation.
  
  Sincerely,
  LENNOX INDUSTRIES ****

  Customer response

  07/30/2024

  I am rejecting this response because:   The business has all of this information and is attempting to 'appear' helpful when they already have the case number and information. Furthermore, since first writing, now the SECOND 'Smart' thermostat has stopped working properly. A cursory online check shows this is yet another Lennox known and major issue. The last replacement we payed $1000 for, this one has failed in 2 years. 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  More info

  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 now

  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 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

  07/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  CASE #: ******* My Lennox Mini Split system worked for approximately 6 months before it became inoperable. Even though it was purchased and installed on 27-September-2022 for a seasonal home, used for one month in 2022 and five months in 2023, the system was diagnosed on 13-October-2023 exactly sixteen days from the end of the one year labor warranty and Lennox is not going to cover the labor warranty? The reason that it was not fixed in 2023 was because we closed our seasonal home on 26-October-2023 and it was going to take at least four weeks from 13-October-2023 to order the necessary replacement parts.I was then instructed to contact ******** Heating one month before arrival to our home the first week of May, 2024. It was later that month I was informed that the parts needed to safely solve the problem of my "life safely issue" broken system, the arrival date of the computer board was going to be 23-July-2024! This is totally unacceptable for an elderly person. This is a terrible customer service issue that must be resolved by Lennox. I insist that this issue be elevated to the next management level and please give me any information for a New York State Consumer Affairs ombudsman.

  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. We appreciate the opportunity to address Mr. ********** concerns. 
  
  Following direct communication with our ********************** on May 28, 2024, ************************** information was forwarded to our District Sales Office to make them aware of his situation. It is our understanding that the District Sales office representative from ************************** area has consulted with ********************** and his servicing contractor, ******** Heating & ******* to assist with a resolution to address the presented concerns. 
  
  At this time, we encourage ********************** to continue working with ******** Heating & ****** on their guidance regarding the next steps. 
  
  We thank you for taking the time to contact us.
  
  Sincerely,
  LENNOX INDUSTRIES ***

  Customer response

  07/18/2024

  I am rejecting this response because at the present time I do not have a problem with ******** Heating.  Unfortunately the part that was only sixteen days past a  year warranty period. This problem is a problem that Lennox must recognize and resolve. The part that was needed to fix the life safety split system was going to take around ten weeks to arrive. This is understandably unacceptable which occurred during the hottest months of the year. I attempted to work with Lennox over a period of time and ******** said that it was out of their hands. I was ultimately charged $528 labor by ******** for a part that failed.

  Business response

  07/25/2024

  In ************************** most recent submission, he expresses dissatisfaction with our response and restates his request for Lennox' direct assistance. Please be aware that the District Sales office representative from  ************************** area has consulted with  ********************** and his servicing contractor, ******** Heating & ******* and has provided a resolution to address ************************** concerns. 
  
  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. We rely on a servicing contractor to identify the root cause of the failure, and to determine the best option to resolve. 
  
  We are aware this response may fail to meet ************************** expectations. At this time, we continue to encourage ********************** to reach out directly to ******** Heating & ****** in regards to the amount of $528.00 that they charged him and that he is seeking reimbursement on.
  
  Sincerely,
  LENNOX INDUSTRIES ****

  Customer response

  07/26/2024

  I am rejecting this response because no one has reached out to me to resolve my complaint. This system was bought new in good faith through ***************** that directed the installation through ******** Heating but I paid Lowes through the use of their credit card for the Lennox split system. 

  It is my thought that Lennox should have paid the entire replacement labor costs because as I have indicated in previous voice and written correspondences this system only worked for six months before it failed to operate. Initially it was stated that the replacement part was a four week order that unexpectedly turned into a ten week time frame. This is unacceptable for a "life safety" system. It is unfortunate that at this time I am elderly person and on a fixed income and can not afford to pay unexpected costs after I paid without hesitation to Lowes around $17,000 for a system that I expected to work for years without interruption. I was wrong with that thought because I could not use if after six months.

  I am not accepting the unfortunately legal and hidden narratives in Lennox's warranty pertaining to labor costs. If someone told me before I purchase this system that part replacement was provided without labor costs I would have reevaluated my decision to purchase this Lennox split system that was made in *****. It is sad that Lennox has been a manufacturer in ***************** with a reputation that surpassed all. Please make an effort to satisfy a customer and we can both move forward. The $528 labor charge will not hurt Lennox as much as it hurts an elderly individual who just paid $17,000 for a system that didn't last six months.

• Initial Complaint

  07/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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 you

  Business 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 ***

  Customer response

  08/20/2024

  The consumer filed a new complaint with BBB (CID ********) that was closed out as a Duplicate. That information now being added to the original complaint so it is a part of the overall history.

  This is in response to BBB Case #: ******** Which was sent to Lennox Industries who informed me that ****************** was the proper manufacturer to be referred to. Please see the attached documentation. 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. Now the second HVAC tech that has come out is saying that they dont even make the coolant that this unit uses anymore and that a replacement unit would be better. I feel like I am being taken advantage of here on all avenues. This is 10s of thousands of dollars of equipment that should be built to last. If your company cares please send someone out soon to properly diagnose & repair or replace the unit.. Thank you

  Customer response

  08/23/2024

  From: ************** <**************************>
  Sent: Friday, August 23, 2024 1:50 PM
  To: Complaints <******************************************>; *********************************** <***********************************>; **************************************** <****************************************>
  Subject: Re: You have a New Message from BBB serving ****************************** #********
   
  Good morning BBB & Executive Team,
  
  This is the WORST experience I have ever had with the BBB not properly routing my complaints and improperly closing out my complaints. As stated I originally filed this complaint with Lennox, Lennox then told me to contact ****************** who they deemed as the manufacturer, I then did just that. I was then told that a BBB representative improperly closed out my case and contacted the wrong company and that Lennox was the correct company. So the BBB are the ones who sent the case back to Lennox, just for them to close it as a duplicate!!
  
  This is extremely disorganized and unprofessional. I am being led back and forth with no recourse and I resolution. Nobody even spoke with ******************* The only people who were even spoken with were Lennox who said contact Aire-Flow or Allied. When I also submitted a complaint to Aire-Flo the BBB also closed it as a duplicate when no one has even spoken with Aire-Flo either!
  
  Out of three companies the only one that responded is Lennox. When I try and send stuff to the other companies you all arent reading the complaint correctly and you keep closing it out as duplicates. 
  
  I want this escalated to a manager. I need these companies to properly be contacted. And I know ****************** IS the manufacturer because Lennox named them as such. Please get me in touch with someone at Allied. Ive had two complaints closed as duplicates when they were complaints against entirely different corporations. This is not due diligence. 
  
  Please email me. 
  
  *****************************
  ************

  Business response

  08/27/2024

  From: ***************** <*****************************************>
  Sent: Friday, August 23, 2024 11:04 AM
  To: Contact <************************************>; ************************** <************************************>
  Cc: *********************** <**************************************************>
  Subject: [EXTERNAL] Re: FW: Hotline Complaint from BBB.org 
  
  Good morning, ******. 
  
  Thank you for forwarding this to us. 
  
  We received the complaint from BBB ****** because Lennox stated the consumer needs to reach out to Aire-Flo directly by contacting Allied Air Enterprises.  ********** then forwarded the complaint to Allied.  Allied provided a response stating "This is a Lennox Aire-Flo unit not an *********************** unit.  I have forwarded to Lennox who will be answering this complaint.".   
  
  ********** contacted Allied to confirm the response and they again stated that the complaint needs to be sent back to Lennox.  ************ then contacted Lennox where she was informed that the complaint does need to be handled by them.  ************ states she has all this information, including the names of those she spoke with, in her notes, which are not visible after a complaint is transferred.  (Maybe this is something Blue can work on which allows us to view all notes/remarks after the transfer.) 
  
  ********** inadvertently closed the complaint as beyond purview.  It was then reopened and transferred to back BBB Dallas.  This is where the consumer may have had some confusion. 
  
  I completely understand why the consumer is upset and I will be happy to reach out and explain what was done on our end.  Before I reach out to the consumer, can you please provide me with the notes that were entered by ************? 
  
  Sincerely, 
  
  *****************
  Director of Operations
  BBB Serving ********** and **********
  p. ************
  f.  ************
  BBB.org

  Business response

  08/27/2024

  Upon reviewing the documentation associated with Aire Flo unit in question (attached, last page), it does appear consumers are directed to contact Aire-Flo at ********************************** associated with Lennox Industries, Inc. 

  This seems to support the information the BBB SC received that this particular unit would be the responsibility of Lennox.

  BBB will re-open the original complaint to notify the business, follow-up with the consumer directly, and inform IABBB/BBB Columbia of our action plan. 

  Business response

  09/05/2024

  We are in receipt of ****************' most recent complaint filing. We apologize for any prior confusion caused on our part, by guiding **************** to contact *********************** Please be aware that our *************************** did reach directly out to **************** on September 5, 2024, to further address ****************' concerns, and are still awaiting a call back from ****************. 
  
  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 Aire-Flo products through local distributors and Aire-Flo products are available to any licensed HVAC contractor. 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 **************** to go to one company that can provide him with the product, do the installation, and provide local maintenance and service for ****************' equipment. 
  
  From the information provided, ****************' AFHEAT10B36PA Aire-Flo unit (Serial No. *********** was manufactured in February of 2005.  ****************' AFHEAT10B36PA Aire-Flo unit (Serial No. *********** is out of the five year parts only warranty period that was provided with this product, from the date of installation or date of closing on a newly constructed home. 
  
  Our guidance remains the same in that fact that 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. As a manufacturer, Lennox does not provide onsite diagnostic or repair services and we are unable to honor ****************' request. 

  We hope that ****************' finds this information helpful in further addressing his concerns. We would continue to suggest that **************** consult further with his 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

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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 

  *******************;

  **********

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