All reviews for Lennox International - Headquarters

We bought a New Lennox 14 sear A/C & heat pump from LENNOX just a few years ago and had a local company “All American Air” install it. We have had mechanical issues every year from date of installation. Now a “Coil” is not working and LENNOX Headquarters seems to be stepping up to the plate thanks to upper management.

So what’s next is I’ll edit this review when all is followed through which they have installed a “NEW UNIT” with a full 10 year warranty so they get a BIG 5 star for a gratuitous new unit:)

Our furnace was put in in 10 of 1985 and it's still running strong it's as old as I am

Scott Lumley in tech support absolutely knocked it out of the park. I’ve been doing hvac for 15 years and two units had me stumped. Even though it was a long wait time, Scott answered the phone with a great attitude and maintain positive despite my frustrated tone. He had me fixed on both units within 30 mins and gave me some simple tricks for the next time. I appreciate you Scott

I like the outside view here!! ♥️♥️

I have re-written this review to give an update on my current situation. After two months with no heat pump and having to resort to commenting on Facebook posts, a 1 star Google review, and a complaint with the BBB, I can now say that I have a functioning heat pump. I will give credit where credit is due, Lennox stood by their products and paid for a new outdoor unit, line set, and indoor coils. Our compressor in our previous outdoor unit had a catastrophic failure and sent metal shards throughout both coils and the line set. I still had to cover the cost of labor, but ultimately I can live with that. If the process would have been more streamlined (without me having to voice my complaints to the world), I would be leaving a 5 star review instead of 4.

This is one of the first times I've left a 1 star review. Unfortunately Lennox is not the brand I needed it to be. Bought a new Split AC system at 12000$ and 3 years later, no longer functioning and no way to get it serviced. When contacting Lennox they replied with a list of vendors (that cannot come to my location) and no way to pursue the discussion. When someone contacts you directly, they are seeking support beyond their local capacity, maybe you should listen...
Many months later Lennox stepped up and had a vendor provide warranty work. Readjusted star review given this was the decent thing to do.

I'd like to give their customer service less than one after today, but their only saving grace was the first time I called to get technical help with my new iComfort s30 thermostate, was the gentleman who was fantastic a 5☆, (he lived near Rockwall, srry forgot the name)!!!! So the average of my 2 experiences is 2.5. Because TODAY was a completely different story!!! I sat on hold for 1hr 30mins and finally hung up!! Does ANY company think customers have that kind of time to waste??? Shame on them for having such disregard for their customers and poor management!!!

We are Canadian customers owning both a high end Lennox furnace and 9 thousand dollar AC unit.
The AC unit has failed 2 times in the past 5 years or so. It broke down recently this time requiring a new coil! To make matters worse we are told that these are not available in Canada and will take WEEKS to arrive.
We have already spent 600$ (and more to to spend on labour charges)…and are in the middle of a heatwave.
I am not a happy customer.
My brother has been served by a Carrier unit for the past 30 years without a glitch.
We expected better from Lennox; we expect better service

My iComfort thermostat has been inoperable for an extended time period three times in ten years. My previous unit ran for 14 years and I was never without service. For that reason alone, I will not purchase nor recommend anyone else purchase a Lennox system. They are marketing company and do not stand behind their products.

Bad Choice. We bought a high end Lennox system last year through Costco and really regret it. Lennox has the worst customer service that I have ever experienced. The wifi thermometer keeps malfunctioning. Called multiple times and waits forever. Finally get through and they are rude and unhelpful. Asked to speak with a customer service manager and they told me that Maria Sandor would call me back but she never did. Now no way to get through except to go through the wait again. Could not be more frustrated and disappointed. Please buy another brand because you will regret buying from Lennox. Dealers pass the buck to Lennox and Lennox passes the buck to dealers. Vicious circle that has no end.

If lemon laws existed for HVAC systems this company would be out of business. My system broke down 3 times in 5 years and I get no help from this manufacturer. They just pass the buck.... Update: Had to buy a whole new system. $7,000 . Lennox did nothing to help me and after many phone calls and emails. 4 months later they replied here with zero help and lies.

I have a Lennox unit that very likely needed a simple capacitor replaced, except that it was built into a part that includes several other components. Even if I pulled it apart myself, I wouldn't be able to source a replacement part without going through a dealer. So I called someone out, got gouged (don't know what else to call replacing a part that's under warranty in less than 30 minutes for $500), and Lennox replied to my inquiries with a form letter that did nothing to address my concerns as a consumer. They clearly just can't be bothered to care.

We have 2 units and were told how qualified the installers were and how they service the customer. They miss wired the units blowing one unit and damaging the other. I was told they we going to extend the warranty and they switched that to a membership.

It has been 2 weeks since our coil and TVX went out on our 5 year unit. These parts failed on July 22, 2021. This is the second time we have had these replaced. Lennox cannot provide a date when the parts w will be available. I just learned I should have gone with Rheem because they will pull parts off the assembly line or another unit to service the customer. Lennox will not do the same as Rheem, which puts the dealer in a bad position.

Lennox USA has provided terrible customer service to help define a delivery date for a replacement copper coil used in Air Handler CBX250HV-48. The current copper coil is leaking refrigerant and will shortly stop functioning. The coil has a 10 year warranty and the AC unit is 6 years old. Lennox Customer Service and Lennox Consumer Affairs Departments continue to tell me that I must work with the local Service Contractor, which I have done, but the Contractor has no knowledge of the delivery date nor how to confirm a delivery date. The potential for significant cost to continue refilling coolant or worst case, installing a new air handler ($2700.), is prohibitive and Lennox will accept no responsibility in rebating the cost of the refill or the new Air Handler. In addition, I am an 81 year old with an Asthma condition wihich requires that I live in a cool, low humidity, allergen-free environment. The average temperature here in Cape Coral, Florida this time of year is 90 degrees,
Please help me with this situation. Thank You. Frank Casdia

Will never purchase another Lennox product. My home's gas furnace, model G61MPV stopped working. The repair guy diagnosed the problem, an issue with the gas valve, on October 5th, 2021. Have been without heat in my home in Southern Ontario Canada since then. Lennox does not have the gas valve in stock, and is waiting for a shipment from overseas to arrive. Estimated arrival date: January 15th, 2022. Meanwhile below zero temperatures starting at the end of October, and the possibility of frozen pipes and additional damage every day we wait. It is now Dec. 15th - no update on the arrival date of the part from Lennox. Dealer can do nothing without the part. Do not buy from Lennox. Will never purchase another Lennox product.

I have had three breakdowns of my Lennox AC unit. My contractor has repaired three times. The latest malfunction has been repaired but the problem is the"non communication" of Lennox. On three occasions I have held for thirty minutes or more trying to reach their Consumer Affairs office. They never come on the phone. The company is one of our old and reputable companies in America. However, they refuse to talk to me even one time. I filed a Consumer Affairs Questionnaire three weeks ago and have never heard a word from the company. The worst PR for a good company I have ever experienced.

Worse customer experience I have witnessed in years. Consumer line cannot provide any info and forwards you to Consumer Affairs who can only provide info to a contractor and contractor is getting same run around. HOURS ON HOLD!! Meanwhile I am into 3rd week with no heat because of a part (motor) one would think they should have ready stock of is nowhere to be found.
Will never buy another Lennox considering this unit is only 4 years old!!

All I can say to any consumer looking for a new air conditioning system is RUN as fast and as far away from Lennox as you can! I bought a new home - new construction, new everything - and unfortunately it also had two Lennox air conditioning units. Well, less than two years in the home and guess what? Yeah, both units have the defective coils you can Google and read the lawsuits about. But it gets even better. It seems they settled these lawsuits but some of us lucky consumers still had the defective units installed, so we can't be part of the settlement (that really wasn't a deal for consumers anyway). What does this all mean? It means that I have TWO DEFECTIVE air conditioning units that are less than two years old, and through the very generous LIMITED WARRANTY (yes, that is sarcasm you detect), Lennox will replace the DEFECTIVE parts without charge - I just have to pay the labor to replace those DEFECTIVE coils, all $1,500! For two air conditioning units, less than two years old, with DEFECTIVE parts that Lennox KNEW were defective when the units were installed.

Yes, I called Lennox to ask, "Really? Defective parts you knew about on brand new units and I have to pay the labor?" The rep I spoke with said she would email me forms to fill out for their consumer affairs team but guess what? Yeah, those forms never arrived. They don't want to do anything, they aren't going to do anything. So you know what I can do? I can warn every person I possibly can to avoid this company like the plague. Do you want to have to pay $1,500 for units you just paid thousands of dollars for less than two years ago? Defective units they knowingly sold to you? They see nothing wrong with this scenario.

Sound like the kind of company you want to do business with? Run. Run fast. Run far. Find a Rheem dealer, find any other dealer you can find, but heed my warning to avoid Lennox. I would rate zero stars if it was possible.

13 years ago we purchased one of Lennox's best systems. The coil is now leaking. We will be replacing with a Carrier system with aluminum coil system at a cost of 24k. Hopefully we'll get more than 13 years out of it.

Stay away from Lennox, quality sucks, compressor in my AC unit died after 16 months. We got stuck with the labor bill but replaced via warranty. BBB wouldn't do anything, so I'd have to sue Lennox...

Lennox is terrible. I have a unit at my home and the heater is out. A repairman has been there for three days working on it but most of the time he's spent on hold with their god awful tech support!! The system is only 6 years old and has been a nightmare to maintain. I will be pricing an American Standard system as soon as I can. I wish I could leave less than one star rating. I will be advising EVERYONE to avoid Lennox.

24 hours later, still no one from Lennox has reached out to me! It's about to be 7 degrees in texas. If I have home damage from the cold, expect a lawsuit.