Lennox Signature Heat Pump Overview

I used to have a thermo pump that worked until -12 Celsius (10 Fahrenheit) the limit of coldness that allows heating with electricity under my agreement with hydro Quebec. This thermo pump seem to revert to the backup heating system as soon as it get a bit cold. So for those like me who have a bi energy agreement with Hydro Quebec this reduces the benefits of the agreement as it uses the backup before the electricity become expensive. My next thermo pump will not be an expensive one like this.

Our new Lennox system was installed in the fall of 2013, replacing one from 2001. It consists of (1) two Signature Series (XC21/SL280V) units for our main downstairs living area, and (2) one Signature Series (XP21/CBX32MV) unit, which uses a heat pump, for an extra room above the garage. The total cost of the units was $35,603 minus $3,000 rebate. All units are advertised as having 'Ultra Quiet Operation.' However, the outside heat pump (XP21) is slightly noisier than the older one was. The major problem is this: when it rains or snows with temperatures falling below about 36 degrees, the pump often freezes up. And it does not do so quietly; it groans and moans in the process. The first few nights (yes, nights) I used hot water (via a long hose from the water heater) to defrost the exchanger, but now I just turn the unit off and wait till the next morning to do so. To me, the visible difference between the old and new pump is that the old one had metal fan blades and the new has composite blades on which ice seems to form more readily.

The design of this system is so technical, not even the service techs who installed it (<2 years ago) can troubleshoot problems. To call Lennox customer service or Tech support is a joke. The numbers are automated, which sends you into a loop of pushing buttons for the next department or available person…then you wait, wait, wait. On Customer Service line, you just wait, wait, wait. When someone does answer they can't communicate about your equipment or transfer you to someone who can help. They just send you an email to file a complaint with Lennox Corp. Office. I wanted a Solar Ready HVAC system, paid over 25k dollars to have mine installed (not the solar part mind you, that is an additional expense). I'm afraid the vendor, RS Andrews and Lennox are not a good match to provide reliabilty, dependability, quick service or good custom relations. Sorry guys…. It's summer school for you guys!

Recommended and installed by contractor summer of 2011. Winter 2012-13: something sounded like a diesel truck idling in the garden, so loud. Was amazed to see that in fact that is the sound of the fan blades covered in ice hitting the sides of the molded plastic housing. I'm not in Alaska, this is near Washington, D.C. Turned off heat, removed ice. Of course, it did it again and eventually froze in place with motor grinding away. Technician said, all I need to do is to get a hair dryer and defrost it. That's what they do at his office. Can I rate less than one star? A unit that provides heat is needed because it's cold outside. If it's cold outside, there can be ice. It's called winter weather. This is such a stupid design, the plastic housing is all one piece. It's not like you can remove it, so the fan blades won't freeze to it. So the emergency heat goes on, but the real emergency is in the design department at Lennox. What a waste.

I had a Lennox system installed over 8 years ago and it's been running like a champ since the day I installed it. I've read reviews on many brands and can find bad reviews on all of them. What it comes down to is the proper design, duct system and installation practices of the contractor that you use. I will definitely stick with Lennox, and with the best contractors to do the job. Don't take the lowest price folks then complain about the breakdowns. You get what you pay for.