November **, ******Dear Lennox,*In November ****, I purchased a Lennox * Ton, ** Seer M...
GetHuman-agronowd's customer service issue with Lennox from August 2018
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November **, ******Dear Lennox,*In November ****, I purchased a Lennox * Ton, ** Seer Model * XC**-***-***-** serial * ****G***** condenser and vertical Lennox Model * CBX**MV-***-***-*-** serial * ****J***** air handler with a iComfort Wi-Fi thermostat and all were installed by (ECM) East Coast Mechanical located at **** N. High Ridge Rd. Boynton Beach, Fl. ***** Phone * ***-***-****.*Since that installation date I have been suffering with numerous mechanical and costly failures and extremely poor, inferior, unskilled and untrained technicians for the Lenox system I purchased from ECM. Various times, the assigned technicians spend hours trying to figure out the non-cooling problems and order numerous parts that don’t fix the cooling issues but continue to charge very high labor cost to install warranty parts (in excess of $*,***.**). The present technicians blame the past technicians for ordering the wrong parts. A list of the alleged defective replaced parts consists of:*********Replaced TXV, vacuumed and recharged system * lbs. *************Replaced iComfort thermostat*********Replaced Condenser fan motor and blade*********Replaced Air Handler Control Circuit Board*********Replaced * HP Evaporator Fan Motor*********Replaced Air Handler Control Circuit Board*I have all invoices with exact dates. Most repairs took hours since technicians did not know how to program controller boards or thermostat and had to make many phone calls to help in process to get AC system to turn on. Not fix, but to just turn back on. Replacement thermostat still will not configure to wireless internet. *The last time ECM came to install a wrong part (* HP Evaporator Fan Motor) that also did not fix the cooling, he stated “it’s not his problem that it does not work* he is only there to install the part”. I asked him to order the controller he said it’s not his job and he said he “does not care it’s not working” and left. I called ECM and told them what just happened with their technician and I was told “sorry”. They ordered and installed a controller board but the outdoor condenser unit still would not go into *nd stage, the fan motor would only operate in low speed. It is still not cooling properly. *I am fed up with this” lemon” of a high-end AC system with an install cost of $ ****.** to install plus additional labor and installation cost of warranty parts of $*,***.** to fix the non-cooling issues that total of approx. $****.** and it still does not cool properly.*I even had years of service contracts with ECM but with the exceedingly poor customer service and rude technicians with demonstrated lack of motivation or knowledge to correct the cooling issues of your AC system that they sold and installed, I will not continue to allow them attempted fix your defective system. *On ********** I had Engineered Air repair company located at **** N. Andrews Ave Pompano Beach, FL ***** Phone number ***-***-**** send a technician in an attempt to repair my Lennox AC system, the technician spent * * hours without any success he stated another more knowledgeable technician would be sent. On ********** a second technician came and he spend * * hours and stated another more knowledgeable technician would be sent tomorrow **********. Both technicians stated “The Lennox unit will not kick into *nd stage. The thermostat does not read it as a * stage only single. Indoor board wired accordingly to manufacture. *So the chase for the non-cooling solution goes on and on. I am totally fed up. I will not waste my time waiting to technicians* spend additional sums of money for the warranty repair for this malfunctioning and unreliable system. *My Lennox AC systems a run all day and night achieving mid **’s even though the thermostat is set on low **’s degrees, my electric bill exceed $***.** per month. I want to make you aware of this ongoing issue. *I now must insist that you remove this faulty, defective AC system immediately. This is a completely intolerable situation and the suffering in the heat of the South Florida summer in now beyond ridiculous. Upon receipt of this letter, please have someone with the proper authority contact me immediately so that we can go forward with the removal so that I can buy onto a system that consistently actually works. I replaced my prior Trane AC system with you alleged superior quality technology, but not so much. I anticipate to be reimbursed for the cost of the system and all of these accumulated charges from ECM that I have paid to try to repair this defective “lemon” AC system. I am an extremely and understandable unhappy customer and am looking for Lennox to stand behind their defective A*C products to solve the problem. **Sincerely,*David Agronow*Cell * ***-***-*****Home address:** Saint Cloud Lane*Boca Raton, FL ***********@***.com
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