Lennox Reviews

The level of service has plummeted this year. Operations and communications are very poor. I have called many times throughout the year to be asked to call different staff numbers but have received no return calls. When someone does call you it is the admin staff telling you that your appt needs to be moved...on the day of your appt. This has happened 3 times this year. When I expressed my concern for waiting at home, away from my office, the customer experience mgr's response was, "this isn't good for us either". But this is their business. I have left messages for various members of management in the form of texts, email and voice and they have gone with no response.

I was informed by the customer experience mgr that my service agreement would be extended for a year at no additional cost only to find out it was only extended for 3 months. He also agreed in the conversation that we had that the unit should be ripped out and totally replaced. He later informed that "Lennox wouldn't approve it although there is something systemically wrong with this system". There are long wait period for parts. Even when technician come to my house they acknowledge that I have had a truck load of issues. He has not responded to my recent inquiries.

I asked for compensation on my high electric bills because it has run inefficient all year waiting for service. They sent me a check for $200 (to the wrong mailing address). Still have not received it. My loss was beyond the $200. They stated it was prorated. Prorated for what? The office staff cannot tell you what the chain of command is in order to escalate my concerns. They informed that they are leaving urgent messages but no one responds. It matters not the day nor time you call, whomever you are trying to reach is in a meeting. And I mean it's every...single... time.

Lennox HVAC units have a long history of premature evaporator coil failures. In a 2015 class action lawsuit, Lennox had to provide compensation to some customers regarding coils. But of course Lennox denied the claims and accusations in the suit, as the corporate attorneys almost always advise companies to do. Did they correct the coils problems after that? I can testify that a Lennox LRP16 unit manufactured in 2023 had coils that failed after only 2 summers. And though the coils are warranted for 5-10 years, customers pay all labor & refrigerant charges for the repair ($2,570 for us). In our case, the coils replacement part was not being manufactured anymore so the entire unit had to be replaced by a LRP15 unit.

Perhaps they know that the design/manufacturing changes needed to fix the coils problem haven’t been made because their HVAC warranty now stipulates that you must use arbitration (an arbitrator of their choice of course) to try resolving issues rather than joining a class action suit. Lennox appears to be playing defense instead of aggressively pursuing the improvement of product quality & reliability. Are they still manufacturing & selling LRP16? Lennox won’t answer that. If so, are they informing customers about the history of premature coil failures on that unit & that the coils replacement part for that unit is no longer being manufactured/available? Yeah right.

If the coils fail on our new LRP15 unit just installed will that part be available? Are the coils on this unit essentially the same as the defective ones used for the LRP16? If different, how so (other than different refrigerant, which btw may help lengthen the life of the coils)? Lennox won’t answer those questions either. Which tells me this: they know the honest answers, if said out loud or put in writing, will further tarnish their poor reputation. For us, it’s likely just a matter of time before I’ll be dealing with another labor & refrigerant bill for replacement coils. Lennox responded on May 28, 2026 by apologizing for my frustration and sent basic warranty information, etc. which emphasizes their favorite part of the warranty… only the parts are covered, not labor or refrigerant.

I appreciate an apology but it is an empty one unless accompanied by a change in behavior or action. Their company values, per their website, include “We are always honest, ethical, and safe.”  I do not think it is ethical to knowingly sell units that clearly have durability flaws in the coils & for which the replacement part is not available. In fact, per the FTC, failing to disclose important information that could affect a consumer's decision falls under the category of deceptive business practices. I believe Lennox should be appropriately investigated for this.