ComplaintsforLennox Industries, Inc.

• Initial Complaint

  10/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1. The Lennox/Healthy Climate dehumidifier, model #HCWHD4-80, is not as effective as it is supposed to be. It is not dehumidifying the air enough.2. The consumer affairs department is stonewalling customers, they are not addressing the issues.3. Lennox Tech support for dealers is keeping the installers on excessively long holds.None of the issues mentioned here are to be blamed on, or ascribed to, my Premier Dealer ****** HVAC of *******, ***** elaborate, 1. AirMax HVAC installed a whole house dehumidifier, model #HCWHD4-80. I have a 2200 sq ft house, and this is well within the specs for this model. I cannot achieve a humidity level lower than 55-57%. This, despite the dehumidifier running 24/7 and all the windows remaining closed.This constitutes false advertising and is borderline is fraudulent. I have spent thousands of Dollars on a dehumidification system that does not accomplish what it is supposed to do.2. I brought this issue up with Lennox Consumer Affairs, cases #*** 3695, et al. ******** my system is still under warranty, Lennox refuses to take responsibility for the fact that it is not performing up to specs.. They are using the tactic of triangulation, deflecting issues away to their dealers at every turn.3. I have witnessed first hand that the installers from ****** HVAC have been kept on hold with Lennox tech support for excessive amounts of time - approaching one hour in more than one case. There has not been a single instance where I felt that their hold time was acceptable. This cannot be limited to the experience ****** HVAC had. These unreasonably long hold times constitute an unfair burden that Lennox expects their dealers to bear. I am appalled by the lack of support that Lennox gives their dealers, just so that Lennox can get away with hiring fewer phone technicians. More details are provided in the attached complaint.

  Business response

  10/31/2024

  We at Lennox Industries **** value all of our customers, and it is our policy to provide the highest quality product. It appears from Mr. ****** submission that we need to investigate into his situation further. To enable us to proceed, we will need some additional information including the complete model and serial numbers of all ********************** equipment, the installing and current servicing contractors name and telephone number, as well as the copies of all service tickets and invoices involving the equipment maintenance, diagnostic and repair.
  
  We appreciate Mr. ****** 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

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July 2021 I purchased ($8,000+) a Lenox Heat Pump system from "On The Spot" in ********** ***The first two year the preventative maintenance was performed by On The Spot under the purchase agreement with them.I tried another company for maintenance, but their costs seem excessive so in October 2024 I hired "Cool Experts Heating and Air" to perform my annual preventative maintenance.On their first visit they brought to my attention that the wiring used to power the system was the wrong gauge. It was 1/2 whip instead of 3/4 whip.I contacted On The Spot regarding this matter. They dispatched a technician to verify my claim. He (did not get his name) agreed with my complaint and went to his truck to find the proper wiring. Unfortunately, he did not have the part with him. He said he would order the part and when it arrived, he would come back and Insall the proper wiring. After a week I called On The Spot and asked when they would come back and fix the problem. He said, "they are working on it".I would normally accept that answer but when the initial installation occurred, they damaged the door frame of the hall closet that contained part of the Heat Pump. I contacted them several times by phone and pointed out the damage to the technicians when they came to service the ********* was never repaired by On The Spot so I hired an individual to repair the damage.Since they ignored that request, I have a feeling I will get the same no response on this current issue. I have an estimate from Cool Experts for $350 to replace the existing wiring with the proper gauge wire.I do not feel I should have to pay for the proper part that should have been used at the initial installation of the heat pump system.

  Business response

  10/30/2024

  We at Lennox Industries **** value all of our customers, and it is our policy to provide the highest quality product. It appears from Mr. ********** 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 as well as the copies of all service tickets and invoices involving the equipment maintenance, diagnostic and repair.
  
  We appreciate Mr. ********** additional effort to supply us with this needed information.
  
  We thank you for taking the time to contact us.

  Sincerely,
  LENNOX INDUSTRIES INC.

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My AC is broken and dealer won't work on it because they do not know how the warranty process works. I have now been without air and ***** is hot. This is a complete nightmare. Why would a company have a dealer that doesn't know how to process warranties. I keep calling the dealer but they still don't have an update. The dealer is ***************. I attached the document of the warranty that I received when I registered the product. The ac is barely over 2 years old and the air compressor is broken and I will need a new one.i am currently under a part and labor warranty but *************** doesn't know how to use the warranty. I am in a new construction home and they picked lennox and *************** as the dealer.this is the first time in my life where a dealer doesn't know how warranties work. I tried calling lennox but it takes 30 minutes to talk to a human. Idk what to do at this point. Buyer beware. And hopefully you don't have an incompetent dealer. It's been a week and *************** still doesn't have an update. They should be terminated from being the dealer. I will probably take this to ******************************* consumer protection division. Why have a dealer that doesn't honor warranties or know what's going on.

  Business response

  10/28/2024

  We at Lennox Industries **** value all of our customers, and it is our policy to provide the highest quality product. It appears from Mr. ********* submission that we need to investigate into his situation further. To enable us to proceed, we will need some additional information including the full name and full address of the dealer, the complete model and serial number of both the outdoor equipment, copies of all service tickets and invoices involving the equipment maintenance, diagnostic and repair. as well as the warranty claim number or order number.
  
  We appreciate Mr. ********* additional effort to supply us with this needed information.
  
  We thank you for taking the time to contact us.
  
  

  Customer response

  10/28/2024

  Hello, me and *************** was able to get it resolved. They called the warranty people from Lennox, Thank you for reaching out. 

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered parts through lennox industries that where under a specific time frame warranty. Have been trying to contact them since April of 2024 and can't seem to get a response or answer from the company. Our parts are under the warranty of our contracts so they should be covered through contract.

  Business response

  10/29/2024

  We at Lennox Industries **** value all of our customers, and it is our policy to provide the highest quality product. It appears from Mr. ******** submission that we need to investigate into his situation further. To enable us to proceed, we will need some additional information including the name and address of their customer, the complete model and serial numbers of both the indoor and outdoor equipment, as well as the warranty claim number or order number.
  
  We appreciate 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

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  09/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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 response

  10/18/2024

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

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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.

*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. ↩