ComplaintsforLennox Industries, Inc.

• Initial Complaint

  08/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a Lennox Heat pump SL25XPV, Lennox Air Handler CBA38MV and a bunch of other Lennox items through an installer call ********** HVAC in ********, **. They were installed in my house in November 2023.I purchased the Lennox unit because the sales person told me I would get a $1500 rebate that was even estimated into my quote and he said it would take four weeks after install. I contacted Lennox and they said basically they couldn't help me and the dealer needs to submit it even though I gave Lennox the sales invoice and they could have just checked with the dealer and helped me out. My dealer Fire and *** said Lennox was making it difficult to claim these rebates that were a sales tactic. So here I am still without that rebate on August 7, 2024. I think these rebate offers seem like a bait tactic for sales but no support and no rebate after purchase.

  Business response

  08/20/2024

  We at Lennox Industries **** value all of our customers, and it is our policy to provide the highest quality product. 
  
  We would like to make **************** aware that the rebate claim process is straightforward with steps included as well on Lennox.com. The homeowner can apply for the rebate directly at lennoxconsumerrebates.com, or the dealer can apply for the rebate on the homeowners behalf. As **************** has made us aware that his dealer Fire and *** has applied for the rebate on his behalf, we are in need of the claim number that Fire and Ice would have received immediately after applying for the rebate, as well as a copy of the quote that **************** has referenced, showing the $1500 rebate listed by Fire and Ice. 
  
  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

  08/28/2024

  I am rejecting this response because:   I cannot get the authorized dealer who installed my Lennox HVAC to act as my representative in submitting my rebate claim. I have made multiple attempts to get this resolved with Fire and Ice HVAC, **************************************************. They have told me on multiple occasions that they have attempted to submit the rebate and now they are not communicating at all. I think making the installer submit the rebate makes the buyer have to rely on each vendor and in my case mine is worthless. 

  I request that you let me share my proof of purchase and install from Fire and Ice and I can share my equipment serial # with ********************** and have Lennox process the rebate for me.

   

  Thank you 

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

  Business response

  09/05/2024

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

  Customer response

  10/03/2024

  This complaint is resolved. They sent me the rebate so everything has been resolved. 

• Initial Complaint

  08/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Agent lied and said they would make sure my warranty was registered I was then transferred to consumer reports number who then said hed get his manager and then went to voicemail. I called back and they transferred me again to voicemail. No one is taking accountability as I registered to get the 10 year warranty when I moved in a year ago, and they are stating I dont have it but will get it fixed yet no one does anything.

  Business response

  08/15/2024

  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, the date of closing and closing documents, as well as the copies of all service tickets and invoices involving the equipment maintenance 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

  08/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 2015 and September 2016, I bought 2 Lennox air conditioner equipments. I spent $22,000 dollars for both units from two different certified service providers. The advertisement provided was: "efficiency and low energy consumption".Both equipment started to fail within 6 months of the installation. We had a maintenance plan so even that we serviced the equipments twice a year the failures continued affecting not only quality of life but also the money that we needed to pay for the labor in order to maintain the equipments running properly.In one of the equipments I paid $1,614 dollars to replace the evaporator coil of the unit (The part was under warranty but labor and installation were not covered).The other equipment, had 3 different motherboards replaced (the original in the equipment caught on fire and exploded) and two motor fans. I had to pay $850 in services to replaced those parts (mother boards and motor fans under warranty).For both units I had to replace the Thermostats $2,400 dollars, because they failed just after the warranty expired and I used the thermostat APP in order to run the equipments after they failed.For both equipments I paid around $2,000 dollars for multiple repairs (high and low voltage fuses blew up, high pressure lock up, diagnostic of failures and other replacements).As of today, one of the equipment failed again. The diagnostic is failure of the motherboard and motor fan. The parts are under warranty but to install them the cost is $388 for labor.How is possible that an equipment burnt 4 mothers boards and three fans? I contacted Lennox customer services and:- Poorly customer service.- ****** and ***** (given names) were condescending and very indifferent when I explained the problems.- I emailed "*******************" and another female representative with 22 attachments of the invoices that I paid with 3 attachments of service contracts for the equipments.I never received an email back or phone call.

  Business response

  08/18/2024

  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 XP25-036-230-01 heat pump (Serial No. *********** installed in a privately owned residence, covers all parts for a period of ten years. The Lennox ***************** Warranty is based upon the date of component failure in relation to the original equipment installation date (or closing date of a newly constructed home) and covers parts only. We have attached a copy of the 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. 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 reimbursement of costs that are not covered under the terms of the original written warranty provided with this product. We recommend **************** continue to consult with his servicing 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 ****

• Initial Complaint

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello,I had a Lennox system installed in July 2022. Since its installation I have not been able to properly benefit from my system. Here is the history of the visits made by the installer. The last visit was on June 3 and at the end of July I have my MMDB012S4-2P unit which is not working again. Please I need to take advantage of the Lennox system and reputation that I paid for. The installer is telling me that the troubleshooting will be in 2 weeks and that i should pay for it. This is not normal at all. Read the report history and see for yourself if you would be paying for the MMDB012S4-2P repairs. in the past they wanted to charge me $684 and I was the one who had to complain so they decided to credit.MWMC012S4-1P NS: 6922A07341 MFMA012S4 NS: 6921D05392 MMDB012S4-2P NS: 6922A01679 MLA030S4M-1P NS: 6921G07323 *************************** ***************

  Business response

  08/14/2024

  We at Lennox Industries **** value all of our customers, and it is our policy to provide the highest quality product. 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. 
  
  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. Please be aware that the Lennox Limited Equipment 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 Lennox Limited Equipment 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 Lennox provides for products and may be something ************** wishes to consult with **************** in regards to.
  

  Someone must identify the specific reason for the concerns expressed in ****************** submission. Based upon ****************** description of his situation, further investigation by ****************** 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 our specifications.
  We are aware that occasionally technicians will encounter unfamiliar or unusual situations in the field. As the manufacturer we offer technical assistance through our **************************** to those licensed or qualified contractors who may have questions or concerns regarding the service or performance of Lennox products. They may contact us directly for assistance. Working together with the local contractor is a common goal of "customer satisfaction" for them and **********************.
  
  We sincerely regret that ************** has experienced the added frustration detailed in his submission. We suggest ************** 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 INC.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Replaced A/C and Furnace System at a cost of $50,000.00. Issues with thermostats have occurred and a working solution have not been delivered that works with system purchased.

  Business response

  08/12/2024

  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 more context surrounding the current issues that **************** is experiencing, 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 ****

  Customer response

  08/12/2024

  Lennox has resolved this case and it can be closed. 

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Since ********** Brothers installed a Lennox Air Handler it has not worked. It was installed 5/25/2018 (all work orders are attached). Lennox is not even answering the phone, NOR are they attempting to replace the WARRANTEED SYSTEM. We again, have not had Air Conditioning for over a Year now. And since they installed this system, it has broken down year after year. We have paid thousands of dollars in Labor costs. Plus, having to go without Air Conditioning. My husband has heart problems and breathing problems, and I have asthma. This is why we bought the Central Air System in the first place. I have called Lennox many times. And they do not call me back. And they do not address the faulty system that was installed. I called ********** again today for repairs updates, and a woman in the background yelled "go away". I think it was *********************************. She's not helping at all either. I pray to God that your office can help us.

  Business response

  08/12/2024

  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 ********************** concerns. 
  
  Following direct communication with our ********************** on July 31, 2024, ********************** information was forwarded to our District Sales Office to make them aware of her situation. It is our understanding that the District Sales office representative from ********************** area has consulted with ****************** and her servicing contractor, **********, to assist with a resolution to address the presented concerns. We appreciate ********************** continued patience, while this is still being actively worked on by our District Sales Office Representative and **********. 
  
  We thank you for taking the time to contact us.
  
  Sincerely,
  LENNOX INDUSTRIES ***

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In June 2020 we had a new LENNOX mini-split (MS) ** unit installed in our newly constructed detached shop. We also purchased the extended warranty extending the warranty until 2032. The unit is:***MPB024S4S-IP MS ** SZ *** 24K 208/230VSerial # ****B08092 *** MWMA024S4-2P MS *** Wall 24K 208/230VSerial # ****D08423 On July 8, 2024 during a PM check, the **** technician from *************** ** **** discovered the unit was low on refrigerant, added refrigerant, and proceeded to check for a leak. A very small leak in the *** was pinpointed at a factory brazed joint where the muffler connects to the condenser. The tech contacted LENNOX in *****, Tx the same day to report the issue and was told the regional technical manager would decide the repair remedy. The tech explained that moisture likely entered the system at the factory brazed connection on the muffler/condenser. He was also concerned that it would be extremely difficult to totally evacuate the moisture. His repair suggestion was replacement of the existing *** with a new ***. Several days later the tech was notified by the parts house that the part had arrived and was ready for pickup. Upon arrival he discovered that the part delivered was a shutoff valve and not a muffler. The LENNOX parts house also said that 6 months prior they dealt with another LENNOX unit with a similar leak at the exact same location as our unit. In this case LENNOX provided a new replacement *** at no cost to the customer. On July 23, 2024 the **** tech called the parts house re our unit and they indicated they had not heard back from the LENNOX Regional Technical Manager. It will be 3 weeks on July 29th since our issue was reported to LENNOX with afternoon temperatures of hi 90's and heat indexes over 100. To resolve this matter, I am requesting LENNOX provide a new replacement *** of similar size and features that is compatible with our existing *** at no cost to the us.

  Business response

  08/08/2024

  We at Lennox Industries **** value all of our customers, and it is our policy to provide the highest quality product. We thank ************ for providing this important information. We are forwarding **************** information to the Lennox ********************* in **************** area to make them aware of his situation. This will allow our local representative the opportunity to contact *************** AC **** and review the presented concerns.
  
  We appreciate **************** 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 INC.
  

  Customer response

  08/14/2024

  I have reviewed the business response and accept this resolution.  The final resolution was for Lennox to provide a new replacement Outdoor Unit without cost to the customer.  The unit was installed today 8/14/2024 and is working as designed.  Thank you ********************* for getting involved!!!  The local ************ was little help in resolving my issues

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our home October 2023 and we were told the lennox system was one year and under warranty. Since October, we have had to have two blower motors replaced and it has just happened again. The blower motor and module has to be replaced again according to thr lennox code and our A/C company that is doing the repair. We have been without air conditioning for almost two weeks waiting on Lennox to communicate with the A/C company or us regarding when the proper part will arrive. They have not communicated. I have called and attempted to reach Lennox management, specifically a *********************** in the **********, ***** office. That is who Im sent to she has never responded to my message. We must get this resolved or we will be forced to take legal action soon against Lennox for their failure to stand by their warranty. We are requesting an immediate fix so that we have air conditioning and a full replacement of the lennox system due to its continued failure. It has proved to be a lemon.

  Business response

  08/07/2024

  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, the order or claim number, as well as the copies of all service tickets and invoices involving the equipment's 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

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As of 2022 purchased New A/C Unit through Quality Mechanical in ****, ** ************. Said Unit broke down 3 times in 2023 each time needing to be fully replaced. As of July 2024 the Unit M/N -ML14XC15030-230A10, S/N- 1923B31954,once again is broke! And no date as to when said Unit will be fixed.

  Business response

  08/08/2024

  We at Lennox Industries **** value all of our customers, and it is our policy to provide the highest quality product. It appears from **************** submission that we need to investigate into her situation further. To enable us to proceed, we will need some additional information including the complete model and serial number for the indoor evaporator coil and thermostat, as well as the complete model and serial numbers of any remaining pieces of ********************** equipment in the home.
  
  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

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The issues and desired solutions are discussed in the attached PDF.

  Business response

  08/06/2024

  We at Lennox Industries Inc. value all of our customers, and it is our policy to provide the highest quality product. We appreciate the opportunity to address Mrs. Stapleton's concerns. 
  
  As Mrs. Stapleton is aware, the extended limited warranty eligibility requires that the eligible equipment be properly registered within 60 days after the date of installation, or closing date. We provide warranty documents and installation instructions with each product we manufacture. As you may realize, we cannot control what information the builder or the installing contractor provides consumers.
  
  There is only one website Mrs. Stapleton needs to visit to register her equipment, warrantyyourway.com. By clicking on the correct selection, the website automatically routes to the correct next destination. Mrs. Stapleton does not have to visit multiple websites to register the equipment. Before registering, the first prompt does state - What do I need to get Started? Serial # and model # for each piece of equipment purchased. We regret to learn that these instructions were not clear for Mrs. Stapleton, and we appreciate the feedback. 

  We would like to make Mrs. Stapleton aware that the two serial numbers found in her attic are for two different pieces of equipment in her attic. The sticker on the unit she has attached is for her CX35-48B-6F-20 evaporator coil (Serial No. 1522G35317). The installation instructions are for her ML180UH090E48B-56 furnace (Serial No. 1723B39022), which the evaporator coil appears to be sitting on top of. These are two separate units that would both need to be registered. 
  
  We sincerely regret to learn of the unpleasantness expressed in Mrs. Stapleton's complaint. We ask that Mrs. Stapleton register her CX35-48B-6F-20 evaporator coil (Serial No. 1522G35317) and her ML180UH090E48B-56 furnace (Serial No. 1723B39022) and please email in to Registrations@lennox.com and Consumeraffairs@lennoxind.com after this has been completed. 
  
  We hope that Mrs. Stapleton finds this information helpful in addressing her concerns. We thank you for taking the time to contact us.
  
  Sincerely,
  LENNOX INDUSTRIES INC.

  Customer response

  08/12/2024

  I am rejecting this response because:   

  
  For Issue #1 in this BBB complaint:
  
  Lennox said: "We provide warranty documents and installation instructions with each product we manufacture. As you may realize, we cannot control what information the builder or the installing contractor provides consumers.
  
  There is only one website Mrs. Stapleton needs to visit to register her equipment, warrantyyourway.com. By clicking on the correct selection, the website automatically routes to the correct next destination. Mrs. Stapleton does not have to visit multiple websites to register the equipment. Before registering, the first prompt does state - What do I need to get Started? Serial # and model # for each piece of equipment purchased. We regret to learn that these instructions were not clear for Mrs. Stapleton, and we appreciate the feedback. 
  
  We would like to make Mrs. Stapleton aware that the two serial numbers found in her attic are for two different pieces of equipment in her attic. The sticker on the unit she has attached is for her CX35-48B-6F-20 evaporator coil (Serial No. 1522G35317). The installation instructions are for her ML180UH090E48B-56 furnace (Serial No. 1723B39022), which the evaporator coil appears to be sitting on top of. These are two separate units that would both need to be registered. 
  
  We sincerely regret to learn of the unpleasantness expressed in Mrs. Stapleton's complaint. We ask that Mrs. Stapleton register her CX35-48B-6F-20 evaporator coil (Serial No. 1522G35317) and her ML180UH090E48B-56 furnace (Serial No. 1723B39022) and please email in to Registrations@lennox.com and Consumeraffairs@lennoxind.com after this has been completed."
  
  COMMENT:  Thank you for explaining the difference in the model #s and serial #s found in the attic.  Unfortunately, Smith Douglas Homes did not inform, disclose, or provide any of the information for the attic units.  How is the consumer, especially a first-time home buyer, expected to figure out all of the parts of the system that need to be registered?  Even Lennox support on my 05-31-2024 call when they informed me that I had failed to register the inside/attic unit (which was the first time I was made aware that I had failed to register any Lennox equipment) only said that I should have registered the outside unit and the inside/attic unit.  They did NOT say anything about registering the furnace AND evaporator coil.  When I spoke to Smith Douglas Homes last Friday (08-09-2024), they indicated that only two pieces of equipment needed to be registered.  From what you are saying, this is clearly not the case.  There were at least three pieces of equipment that needed to be registered.
  
  I was not given https://www.warrantyyourway.com.  I was given lennox.com/residential.  As I described in my BBB complaint, you can eventually get to the https://www.warrantyyourway.com page.  But that leads to another problem.  The Lennox system asks if you are a Dealer or Equipment Owner.  If you choose Equipment Owner, then the system asks whether the equipment is installed in an Existing Home, Newly Constructed Home, or Commercial (Existing and New Construction).  If one chooses "Newly Constructed Home", then why is the "Equipment Owner" not being asked about the other parts of the system?  Is any Newly Constructed Home only having a furnace?  Or just the outside unit?  Or just an evaporator coil?  You would think the Lennox registration system would be smart enough to notify the "equipment owner" that if you registered this piece of equipment, then you probably should verify that you don't have X, Y, or Z pieces of equipment that you also need to register.
  
  Don't just throw it in the lap of the "Equipment Owner" and slap them on the back and say "Best of luck to you."  Lennox and its partners need to do a far better job in communicating and helping the consumer to make sure that anything that needs to be registered within 60 days is clear to them.  It is insincere to brag about the extended warranty when you are not taking steps to help the consumer and are just passing the buck on to the builder or installing contractor, which themselves might be doing a crappy job of informing the purchaser and giving him/her full disclosure.
  
  I respectfully request that Lennox make an exception and allow me to register and get the extended warranty on the furnace and evaporator coil since my failure to do so was not because of neglect on my part.  However, I also hope that Lennox will take the entire registration process seriously and address the holes in it.  If nothing else, when registering, Lennox should be asking the one registering various questions as I mentioned above, which would spur the registrant to investigate as to any other pieces of equipment that might need to be registered.
  
  I will register the furnace and evaporator coil, but I will wait to hear from you to know how you want to proceed.  I can do as instructed to do in April and just submit the registrations and then email support (Product.Registration@LennoxInd.com [or perhaps ConsumerAffairs@LennoxInd.com is better]) with the registration #s to have them fix the extended warranty dates.
  
  As stated in the complaint, in the case of the furnace (and now that I know about it, also for the evaporator coil), I would have chosen the following Parts/Labor split:   Parts Warranty Expiration of 7/27/2028 and Lennox Labor Expiration of 7/27/2028
  
  
  For Issue #2 in this BBB complaint:
  
  1) Correct the registration certificate for Registration # 4QYVDX so that the Lennox Labor Expiration is 7/27/2026 (not 07-26-2026) as it should be.   This correction was never properly done by Karmen on 06-05-2024.
  
  2) Please update the wording on the registration page to be more clear.  As stated in the complaint, currently it says “Please Enter Your Full Physical/Shipping Address” and it also says
  “Per Lennox policy, we do not ship to PO Boxes. Please ensure the shipping address is a commercial or residential address.”  This is NOT sufficient.  A private mailbox is a physical address according to USPS and shippers and is a commercial address.   We did not know what Lennox would use the address for and DO NOT want to receive any mail or communication at the house address where the equipment is installed.  We DO NOT give Lennox permission to use the house address for any mail or communication or to sell the information to any 3rd party.  Lennox is specifically wanting the address the equipment is installed at for the purposes of registration.  State that clearly on the form.  It isn't about the address being a commercial or residential address, it is about Lennox wanting the address where the equipment is installed.
  

  Business response

  08/21/2024

  We appreciate the additional information and suggestions provided by Mrs. Stapleton. 
  
  We ask that Mrs. Stapleton register her CX35-48B-6F-20 evaporator coil (Serial No. 1522G35317) and her ML180UH090E48B-56 furnace (Serial No. 1723B39022) and please email in to Registrations@lennox.com and Consumeraffairs@lennoxind.com after this has been completed.
  
  We thank you for taking the time to contact us.
  
  Sincerely,
  LENNOX INDUSTRIES INC.

  Customer response

  08/22/2024

  I am rejecting this response because:   
  
  The issues are still in the process of being resolved.
  
  Issue # 1)  Please correct the registration certificate for Registration # 4QYVDX so that the Lennox Labor Expiration is 7/27/2026 (not 07-26-2026) as it should be.   This correction was never properly done by Karmen on 06-05-2024.  I have notified Lennox of this three times previously, but it has still not been corrected.  As part of Issue # 2 below, I have emailed both Registrations@Lennox.com and ConsumerAffairs@LennoxInd.com requesting that this issue be addressed and the registration fixed.

  Issue # 2)  As you instructed, I registered the evaporator coil (M/N: CX35-48B-6F-20, Serial # 1522G35317) and the furnace (M/N: ML180UH090E48B-56, Serial # 1723B39022) today (see Registration # 1CL6XW and the attached PDF) and emailed both Registrations@Lennox.com and ConsumerAffairs@LennoxInd.com requesting that the registration be fixed to show the following Parts/Labor split:  Parts Warranty Expiration of 07/27/2028 and Lennox Labor Expiration of 07/27/2028
  
  I then need the updated registration certificate emailed to me.
  
  Please see that these issues are resolved.
  
  Thank you in advance for your assistance and fixing these issues.
  
  Regards,
  Kendra, family of Stapleton
  

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