ComplaintsforLennox Industries, Inc.

• 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.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  09/03/2024

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

  Customer response

  09/03/2024

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

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new home in 2018 which that purchase there were 2 Lennox units. Over a period of 3 years I contacted Lennox about the unit making this loud noise when starting up, the compressor. The other unit did not make this nor did the neighbors units. Each time they said nothing was wrong. Last week the unit compressed failed and when called they said it was out of warranty. They lnew that there was an issue and refused to acknowledge and repair it. This an unethical behavior. Several contractors said that Lennox product fail quite offen ****** not the recommended unit for heating and cooling

  Business response

  08/27/2024

  We at Lennox Industries **** value all of our customers, and it is our policy to provide the highest quality product. It appears from 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 current servicing contractors name and telephone number, the previous case numbers, as Mr. ***** states he has contacted Lennox in the past, as well as the copies of all service tickets and invoices involving the equipment's 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.
  
  

  Business response

  09/03/2024

  We have reviewed the information and photograph provided by Mr. ****** Please be aware that we were able to locate only one prior call from Mr. ****** in to Lennox Consumer Support on August 15, 2024, from the serial number and model number provided for ******************** air conditioner (Serial No. ************ Unfortunately, we are not in receipt of the previously requested complete model and serial numbers of all remaining ********************** equipment, the current servicing contractors name and telephone number, or the copies of all service tickets and invoices involving the equipment's maintenance, diagnostic and repair. In addition, we did not receive the requested previous case numbers.
  
  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. 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 standard Lennox ***************** Warranty on Mr. ****** 14ACXS036-230A-22 air conditioner (Serial No. *********** installed in a privately owned residence, covers all parts for a period of five years. The Lennox Limited Equipment warranty is a limited warranty that covers parts and components only and does not cover labor charges. The Lennox ***************** Warranty is based upon the date of component failure in relation to the original equipment installation date. We have attached a copy of the warranty document for ***********************

  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. Therefore, for issues related to the service Mr. ***** has received from the contractor(s) he has been choosing to work with, we would suggest that Mr. ***** please address those concerns directly them, as he has stated that they refused to acknowledge or repair his system.
  
  We sincerely regret to learn of the unpleasantness that Mr. ***** has detailed. We recommend Mr. ***** consult with his dealer to determine the best course of action moving forward 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.

  Customer response

  09/03/2024

  I am rejecting this response because:   There were issues with the unit and several calls were made. Is Lennox saying that their units will not last beyond 5 years. There were issues with the unit and I have no reason to lie. The replacement unit that was purchase to replace the defective one was also bad. The service provider install the unit and had to remove it. This is not what I call a high commitment to quality. They sent  another defective part. A waste of time and resources. Again, Lennox was contacted several times about the unit. The fact is that the unit went bad after 5 years. Why would someone what to pay for a high value item with failure rate around 3 to 5 years? I want Lennox to pay for replacing the defective part. It is their product and it failed. This is a fact! As stated before many sevice providers do not speak highly of the brand.

• Initial Complaint

  08/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My Lennox evaporator coil, model number CBA25UH-036-230-01, was installed around May 2019, and it developed a leak right outside of the warranty period in June 2024. Freon was added to the system twice at the cost of nearly $500 and has to be replaced at a cost of $4,000! This should have lasted a lot longer than 5 years! If it didn't cost so much to replace the air handler, I would do that with another brand.

  Business response

  08/27/2024

  We at Lennox Industries **** value all of our customers, and it is our policy to provide the highest quality product. It appears from ******************** submission that we need to investigate into his situation further. To enable us to proceed, we will need some additional information including the complete model and serial numbers of all ********************** equipment, the current servicing contractors name and telephone number, as well as the copies of all service tickets and invoices involving the equipment's maintenance, diagnostic and repair.
  
  We appreciate ******************** additional effort to supply us with this needed information.
  
  We thank you for taking the time to contact us.
  
  Sincerely,
  LENNOX INDUSTRIES INC.
  
  

  Customer response

  08/27/2024

  See the attached image for the seriel and model numbers.

  Customer response

  08/27/2024

  The servicer was Southern Air in *********, ** - ************

  Customer response

  08/27/2024

  Attached image of repair invoice.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased two Lennox air conditioners February 20 22 on July 21. The larger unit stopped running the repair person that installed the air conditioners came to my house on July 23. The problem was the capacitor and I had to pay $200 for his service the capacitor was no charge. It was under warranty. My point is the capacitors are supposed to last for 20 years, I called Lennox and they could not help me at all. I would like my $200 reimbursed for that visit.

  Business response

  08/26/2024

  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 address that the equipment is located, the installing and current servicing contractors name and telephone number, and copies of all service tickets and invoices involving the equipment maintenance, diagnostic and repair.
  
  We appreciate ****************** additional effort to supply us with this needed information.
  
  We thank you for taking the time to contact us.
  
  Sincerely,
  LENNOX INDUSTRIES ****

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Issue regaring a lennox ** unit. Was installed December 2021, and is having a second catastrophic failure that has completely stopped the unit from working. Both events have occurred in August in *******, the hottest time of the year. The past event (Aug 2023) took 6 weeks to get a part and this event has taken 3 days before a technician even approached the issue. The ** unit has a 10 year warranty, but Lennox stated that they do not have a log of warranty repairs with their units. This unit is a failure and should be replaced immediately. We are senior citizens with health issues who cannot tolerate a lack of air conditioning. Lennox does not have staff answering calls. I was given a number for contomer affairs but it hangs up immediately after the call is answered. Lennox also does not have reputable local companies to install and maintain these units.Air handler Model # - SM793107; serial number - ********************************* case number - ******* - which I had to fight to get them to set up

  Business response

  08/26/2024

  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 installing and current servicing contractors name and telephone number, as well as the copies of all service tickets and invoices involving the equipment's maintenance, diagnostic and repair.
  
  We appreciate ********************** additional effort to supply us with this needed information.
  
  We thank you for taking the time to contact us.
  
  Sincerely,
  LENNOX INDUSTRIES ****

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have Lennox ********** in my house and unfortunately the ** evaporator coil was found leak on July 29th, 2024. Then I called Lennox ******************* to report this warranty issue. The serial number of my ** evaporator coil is ********** and the model number is V36H175P156. Also my assigned case number by Lennox warranty department is ********. I was confirmed by Lennox warranty representative that my ** coil warranty with Lennox is valid until August 14th, 2024. Today, my ** Technician (Texas licensed) brought the defective ** coil to Lennox dealer in ******* to submit warranty claim and request new ** coil. However, the Lennox dealer wouldnt take this warranty claim, which doesnt make any sense at all.I request Lennox to provide me with the new replacement ** evaporator coil per the manufacturer warranty immediately without any delay. Please call me for the coil warranty resolution ASAP.

  Business response

  08/26/2024

  As Mr. ** mentioned in his submission, he has been in direct communication with Lennox regarding his situation. 
  
  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. The contractors who purchase our equipment are separately owned and independently operated businesses and are solely responsible for their own business practices, operations and pricing. 
  
  In the event replacement of an in-warranty component is necessary, Lennox provides the covered component, through an independent Lennox dealer or qualified HVAC contractor, under the terms of the equipment's warranty. The *** Evaporator ************ Warranty on ***************** Distributor Products (***) V36H175P156 evaporator coil (Serial No.  1615E25768) covers all parts for a period of ten years from the date of installation. The *** Evaporator Coil Limited Warranty is based upon the date of component failure in relation to the original equipment installation date and covers parts only. We have attached a copy of the warranty document for Mr. **** convenience.
  
  Please be aware that the *** Evaporator Coil Limited Warranty has exclusions such as refrigerant, fuses and other accessories. This warranty is limited to parts and components only and does not cover labor costs. Additional warranties outside the *************************** Warranty that cover maintenance, labor or other services may be offered through a servicing contractor or third-party warranty company. These warranties are separate from the parts warranty that *** provides for products. As stated in the attached *********** Warranty document,
  Limitations of Warranty: The costs of refrigerant, refrigerant reclamation, miscellaneous material, and labor charges for diagnostics, servicing, or replacing parts are not covered. *** shall have no liability for expenses incurred for repairs without prior, written authorization from ***. No purchaser, distributor, dealer, representative, agent, person, firm, or corporation has authority to alter, add to, or modify this warranty, either orally or in writing.
  
  As we have expressed in our prior conversation with **************** contractor is responsible for the service work and billing procedures. In the event a covered component fails within the warranty coverage time frame, we encourage Mr. **** **** contractor to submit a warranty claim for review. 
  
  We sincerely regret to learn of the unpleasantness Mr. ** has encountered. We recommend Mr. ** continue to consult with his servicing dealer for the best going forward action plan, as we consider this matter closed. 
  
  We thank you for taking the time to contact us.
  
  Sincerely,
  LENNOX INDUSTRIES ****

  Customer response

  09/03/2024

  I am rejecting this response because: 

  The warranty issue was not addressed by Lennox at all.

• Initial Complaint

  08/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had a lennox central air unit installed 4 years ago. The units only 4 years old the blower motor went and should be covered under warrantee for 5 years. The service technician has been trying to get in touch with lennox and has had a very difficult time. I have been trying to get in touch with lennox the ***** That handles issues with parts at a specific number and I can't even get through. How is a blower motor not available anymore on a 4 year old unit? I want answers and can't get anyone on the phone day after day sitting on hold then hung up on because the call volume is to high to speak with anyone. This is terrible business. I have to Pay $950.00 for something that should be warrantee and it's a motor that is compatible since lennox doesn't make it any longer. That is what the service tech said after week after week of emails and lennox barely getting back to him. This needs to be addressed and is terrible business. No one should ever get a unit installed by them again. These units are suppose to last 15 to 20 years the motor shouldn't go after 4 years. I would like my $950.00 back I have to pay to get our blower motor fixed when it should be warrantee but I nor the tech can get through to lennox. My whole unit cost $10,000 total 4 years ago. I think that's fair they refund me the $950.00 You can't discontinue the part and not cover a back up under warrantee and you should be reachable as the manufacturer.

  Business response

  08/23/2024

  We at Lennox Industries **** value all of our customers, and it is our policy to provide the highest quality product. It appears from Ms. ********** 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 order or claim number that the dealer would have received upon placing the warranty claim/order, as well as the equipment's maintenance, diagnostic and repair.
  
  We appreciate Ms. ********** 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

  08/26/2024

  I am rejecting this response because:   Call **** ********* Heating and Air Conditioning and ask for the supervisor **** ************. He got no where with Lennox and when he did the part is no longer available the unit is 4 years old the blower motor park is covered for 5 years so the back up part should be covered but Lennox gave **** a hard time. I could eve get through to speak with someone day after day hours on hold to be hung up and said the call volume is to high and they couldn't take my call. That is why I went to BBB. So no, this is not acceptable and I want this addressed. Thank you.

  Customer response

  08/26/2024

  Additional details requested from Lennox

  Customer response

  08/26/2024

  Additional information as requested

  Customer response

  08/26/2024

  Additional information as requested. 

  Business response

  08/28/2024

  We are in receipt of Ms. ********** most recent submission. However, unfortunately Ms. ******** did not provide the previously requested complete model and serial numbers of all ********************** equipment, or the copies of all service tickets and invoices involving the order or claim number that the dealer would have received upon placing the warranty claim/order, as well as the equipment's maintenance, diagnostic and repair. This additional information is vital to thoroughly evaluating her expressed concerns.
  
  We would also like to make Ms. ******** aware that if her dealer is needing assistance with locating the correct part number, they would need to contact the ************************************ directly at **************.
  
  We realize our request for additional information may create an inconvenience for Ms. ********* and appreciate the extra effort to supply us with the necessary documentation to thoroughly look further into her situation.
  
  Sincerely,
  LENNOX INDUSTRIES ****

  Customer response

  08/28/2024

  I am rejecting this response because:   this is ridiculous! You can contact **** ********* business they contacted the number you listed and got no where. I sent all I had. If lennox would like can they tell me where to find the Information there requesting. I sent the information from the original installer as well as a picture on the condenser with all the info of the unit. The invoice from the part being replaced from the **** ********* as well. You can call **** ******* or myself cause the technician as well as myself barely got through at all to lennox. The tech couldnt even speak to a human. Your responses should show better business bureau how unwilling you are to assist the customer.  Please look into what I gave you as you didn't give me any guidance as to where to find what you need. This is about 1 part not several parts so we need to focus on that as you keep mentioning all serial numbers. This is about 1 part and 1 part only. Look into this on your end and speak with the technician. You have the number I supplied. All your doing is asking me for more and more information that you can pull up with what I gave you. I look foward from hearing back with something more then just you asking me for more and more info. Make some calls on your end. Thank you. 

   

• Initial Complaint

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A Lennox Model # ML14XP1-060-230A01 Serial # ****E24155 was installed at my home in 2021. The past three years, from August 2021-today, August 2024, we've had nothing but issues with the system - and have had to had issues repaired constantly. It is within warranty of under 5 years, but the warranty only covers the cost of the replacement part. It does not cover the labor to replace the parts. As of today, the system is not holding pressures, and both the *** valve, and the compressor have FAILED. A system 3 years old should not be having these issues. We have spent over $3,000 in labor costs to have these issues fixed and are requesting that Lennox cover this cost since it's a result of their faulty system.

  Business response

  08/23/2024

  We at Lennox Industries **** value all of our customers, and it is our policy to provide the highest quality product. It appears from ****************** submission that we need to investigate into her situation further. To enable us to proceed, we will need some additional information including the complete model and serial numbers of all ********************** equipment, the current servicing contractors name and telephone number, as well as the copies of all service tickets and invoices involving the equipment's maintenance, diagnostic and repair.
  
  We appreciate ****************** additional effort to supply us with this needed information.
  
  We thank you for taking the time to contact us.
  
  Sincerely,
  LENNOX INDUSTRIES INC.
  
  

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