Business Profile

Wholesale Major Appliances

Lennox Industries, Inc.

Headquarters

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
Due to the volume of complaints filed against this business, BBB only publishes the details for 30% of the total complaints filed.

Complaints

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

Customer Complaints Summary

345 total complaints in the last 3 years.
82 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:10/23/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have a Lennox furnace that is 7 years old. (We built our house and moved in August 2017). It stopped working and we called the service number on the furnace. They came over and said that the control board is bad and that we need a new one. They said that the warranty is only 5 years but on the paperwork that you get once it is installed, you can register for an extended warranty free of cost within 60 days. We didnt know about this extended warranty so did not sign up. They said sometimes if a major part breaks down within the 5-10 years that they give a discount for the product which they asked and Lennox said no. I called today to discuss this. I feel that a furnace that is 7 years old shouldnt have a major part breaks down. We change and clean the filter every year. I asked if they would give a discount on the part because we didnt even know about the extended warranty. Not sure if our builder didnt provide that paperwork or not. They basically said too bad.
Business Response
Date: 11/05/2024
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 your servicing contractors guidance to determine the best option to resolve.

The standard Lennox ***************** Warranty on ***** ******* EL296UH090XV48C-07 furnace (Serial No. ******************** in a privately owned residence, covered 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. The failure of the control board as stated in Mrs. ******* submission is outside the parts warranty for this product. We have attached a copy of the warranty document for your convenience.

We sincerely regret that ***** ****** has experienced the added expenses detailed in their submission. However, we cannot honor her request for coverage of a product that has failed beyond the original warranty period. There is no revised warranty. We recommend continuing to consult with the servicing dealer for their guidance on the best moving forward action plan.

We thank you for contacting us.

Sincerely,
LENNOX Residential HVAC
Initial Complaint
Date:10/21/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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
Date:10/18/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In 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
Date: 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
Date:10/17/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Less than 2 year old Lennox furnace stopped working. Service advisor came out and determined it was the motor. Charged $985.55 for labor, only parts are covered.Lennox should be ashamed that the motor went bad in their unit in under two years, and look into this failure more seriously. The technician advised he had a motor replacement just days earlier, same exact model and same exact ******* is unacceptable that I had to pay $985.45 on a system I paid $9,000 less than 2 years ago.
Business Response
Date: 10/31/2024
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 this could occur; however, we are not in a position to evaluate the cause. We rely on Ms. ****** servicing contractor to identify the root cause of the failure, and to repair it in a fashion to avoid re-occurrence.

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. The standard Lennox ***************** Warranty on Ms. ****** EL296UH070XV36B-07 furnace (Serial No. *********** installed in a privately owned residence covers all parts for a period of five years. Our records indicate that Ms. **** properly registered her Lennox products on **************************, and therefore, Ms. **** also enjoy an additional 5 years of limited warranty coverage, for a total of ten years parts coverage from the date of installation. 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 only.

We would like to take this opportunity to explain the difference between labor and equipment warranties. The Lennox Limited Equipment warranty covers parts and components only. This warranty is a limited warranty which has exclusions such as refrigerant, fuses, driers and other accessories. Additional warranties outside the Lennox ***************** Warranty that cover maintenance, labor or other services may be offered through a servicing contractor. These warranties are separate from the parts warranty Lennox provides for products.

We sincerely regret that Ms. **** have experienced the added expenses detailed in in her complaint. However, we cannot honor Ms. ****** request to cover costs outside of the original parts warranty that was provided with Ms. ************ EL296UH070XV36B-07 furnace (Serial No. ***********. There is no revised warranty. We recommend for Ms. **** to continue consulting with her servicing dealer for their guidance on the best action plan moving forward as well as what action they recommend preventing future issues from arising.

We thank you for taking the time to contact us.

Sincerely,
LENNOX INDUSTRIES ****
Customer Answer
Date: 10/31/2024
I am rejecting this response because: I have asked Lennox to investigate the cause of the failure. The **** company that came out told me they had a motor failure on the exact same unitesrlier in the week.
How Do they know there isnt an issue with this model and year if they wont look into this? A reasonable person would agree its not acceptable for a motor to die on a less than 2 year old unit. I am asking that they take this seriously and stand by their claim that they care about quality.
Initial Complaint
Date:10/15/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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
Date:10/10/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased a brand new air conditioning unit in March of 2024. Since the unit has been installed, the inside and outside coils have literally had water building up and then freezing in the coils, taking hours to defrost, rendering the units useless for the reason they were purchased- to air condition our home in *******, where heat advisories are common. I was not aware this was a known problem to Lennox, as there was a class action lawsuit of which I was not aware, when I purchased the unit. I would like a complete refund, as repairing it will not fix the inherent problem, FAULTY COILS, as proven by the situation happening repeatedly!!!! As we live in *******, this could easily become a major problem, for if the water backs up, when defrosting, we could have black mold and mycotoxins form in the walls of our home. This happened to a friend of mine who has subsequently become very seriously ill from mycotoxins. We need this problem addressed as quickly as possible. I require a complete refund, as the ramifications arising from the problem with the faulty coils can have serious ramifications to our health and well being. They knew they had faulty coils yet sold the units, despite that fact.
Customer Answer
Date: 10/15/2024
Our air conditioner broke again, today. It was the same problem, again, with the coils freezing up!!! This is RIDICULOUS! I have tried to telephone the Company many times. I am on perpetual hold! If I press the key for a callback, I immediately get disconnected, after holding for over an hour! This is NOT an ethical way to do business!
Customer Answer
Date: 10/21/2024
Our air conditioner broke again today. It is, once again, the same problem of water freezing in the coils.
I want a refund and this unit removed!

Customer Answer
Date: 10/21/2024
Please send future emails regarding this case to ******** ********* at *******************

Customer Answer
Date: 10/24/2024
Our air conditioner BROKE AGAIN, TODAy. It is breaking every week!!!! Heeeeelp! Same problem!
Customer Answer
Date: 10/27/2024
Air conditioning broke again tonight! Will someone PLEASE RESPOND TO ME! Please change email address to *******************
My husband isn't computer savvy
******** *********
******* *********
Customer Answer
Date: 02/19/2025
complaint #********.

Lennox finally resolved the problem with the unit by replacing it thank you for your efforts in trying to resolve this situation.

******** *********
******************
LANTANA, FL 33462
Initial Complaint
Date:10/04/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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

Date:10/03/2024

Type:Service or Repair Issues

Status:

Answered

Resolved:: The complainant verified the issue was resolved to their satisfaction.
Unresolved:: The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:: The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:: The business failed to respond to the dispute.
Unpursuable:: BBB is unable to locate the business.

Lennox is continuing to sell AC units with faulty evaporator coils. There was a class action lawsuit for this same problem in October of 2015. United States district court Case No.: 1:13-cv-07747. I purchased my AC unit mid summer of 2021. I had no idea there was an existing settlement by Lennox. My AC unit is not covered under the settlement because that case and settlement was already closed. My evaporator coil is under warranty, but Lennox will not reimburse for labor related to replacing the faulty evaporator coil. Consumers should not have to pay an additional 1 -2 thousand dollars for labor and refrigerant to replace known faulty part.

Customer Answer

Date: 10/23/2024

Lennox corporation refuses to cover labor and refrigerant costs associated with replacing a faulty evaporator coil. This unit has been used for about a total of 10 months and the evaporator coil already needs to be replaced. Lennox has a history of continuing to sell equipment with faulty evaporator coils.

Customer Answer

Date: 10/24/2024

I paid over $4,800.00 for a new AC unit at the end of June 2021, and we have only used the air conditioning for a total of about 10 months. The refrigerant is empty due to a faulty evaporator coil. I do not think it is right to expect me to pay an additional $1,200.00 or more in labor costs and additional refrigerant to remove the faulty part and install a new one. Lennox did pay some labor costs listed in the class action settlement from ********* attached.

Business Response

Date: 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.

Customer Answer

Date: 11/04/2024

The model and serial numbers are as follows condenser model #****************** serial #**********

Coil model C35-36B-2-1 serial #****E18243 installed by ***** Heating & Air ************* on 6/29/2021.

The unit has only been used for a total of 10 months since then for cooling, and the evaporator coil is faulty.

Since the unit has been installed the air filters have been changed regularly, the condenser coil has been cleaned regularly, and the condensation pump has been checked. This summer the unit started not cooling well and the evaporator coil had caused a refrigerant leak.

Customer Answer

Date: 11/15/2024

***** Heating and Air Conditioning repaired the unit last Friday November 8th, but I have not received an invoice for the total cost of repair yet.

Customer Answer

Date: 11/21/2024

***** Heating and AC invoice from 11/08/2024 repair is attached.

Total price for repair is $918.00

Customer Answer

Date: 12/02/2024

I have had no contact with Lennox.

They have not mailed or emailed any responses to this complaint.

Initial Complaint
Date:09/09/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have two of Lennoxs top of the line condenser units, which I purchased a few years ago, and are still in warranty. My Installer has been trying to obtain the condenser fan motor for one of the units, to do a warranty repair. Lennox says they are on back order, with no estimated delivery date.I have contacted Lennox directly (case # ********). They have not responded to my request for information or time of the delivery of the motor. It does not appear Lennox is interested in providing resolution to warranty claims.I am very upset with their lack of concern and the unit is still not functioning for going on three weeks. I would appreciate any support you can provide.Thank you.
Business Response
Date: 09/13/2024
We thank Mr. *********** for providing this important information. We are forwarding Mr. ************* information to the Lennox District Sales Office in Mr. ************* area to make them aware of his situation. This will allow our local representative the opportunity to contact ******* Heating AC & Refrigeration and review the presented concerns.

We appreciate Mr. ************* patience in allowing our local representative the time to properly investigate this situation.

We thank you for taking the time to contact us.

Sincerely,
LENNOX INDUSTRIES ****
Initial Complaint
Date:09/05/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to file a formal complaint against Lennox Industries regarding a significant issue with my air conditioning unit, which is only 4 years old. Despite being under warranty, I have incurred over $6,000 in labor costs and service calls for repairs due to persistent problems with the unit. The frequency of repairs and the cost involved strongly suggest that the unit is ************ case number with Lennox is ******** - they are aware of all the issues that we have called about. It's been ongoing for a year and a half. We have repeatedly contacted Lennoxs consumer affairs department and upper management, only to encounter delays, unreturned messages, and even disconnections. I have not been provided with direct contact information for key decision-makers or any meaningful updates on the resolution process.Given the extensive repairs and costs involved, I am seeking compensation for the repair expenses and the considerable financial burden caused. I kindly request that the BBB assist in facilitating a resolution with Lennox. Attached are all relevant documents, including repair records from *********** and Cooling (the repair company).Thank you for your assistance in this matter.Sincerely,***** *********** ********* (Homeowners)************** *******************
Business Response
Date: 09/13/2024
We at Lennox Industries **** value all of our customers, and it is our policy to provide the highest quality product.

It is unfortunate to learn that Ms. *** and Mr. ******** have not received follow up regarding their concerns. As Ms. *** has mentioned, she and ***** ********* have been in direct communication with Lennox regarding their situation. We regret to learn that Ms. *** has been disappointed with their previous interactions. We have further escalated their case to upper management as well as with the Lennox District Sales Office Representative in their area, to make them aware of their on-going situation.

We appreciate Ms. *** and Mr. ********** continued patience, while this is still being actively worked on by our District Sales Office Representative and Freedom Air and Plumbing.

We thank you for taking the time to contact us.

Sincerely,
LENNOX INDUSTRIES INC.

Customer Answer
Date: 09/14/2024
I am rejecting this response because:
Once again, Lennox has stated that they are forwarding this issue to upper management. Unfortunately, this is not the first time we have been told this, yet neither I nor ***** have received any communication from district sales or upper management regarding a resolution. Its been a year of getting the same response with no contact from district sales. During this time of waiting, our 3 year old unit has broken again and we had to complete a $1400 repair.

This pattern of deflection is frustrating and unacceptable, as our concerns have yet to be addressed. I expect a more substantive response that includes a timeline for action and direct communication from Lennoxs management teams.

***** *** & ***** Odonnell

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