I bought my glo-king from them....they are about the sale and that's it. I 'm not surprised to hear things haven't changed. I dealt with Dean himself and was no better. I even got his delivery truck lettered for cheap...didnt matter! The glass cracked on the front of my stove..defect. They were calling about it for weeks..no luck "but we are working on it". I looked up the manufactuers info myself. I found out it was a "steel manufacturing company" that made my stove. They had stopped making them for awhile! I thought I was screwed
!
I called the company and was told they didn't make/support them anymore but I could leave a message. Before the end of the day the former manager of that division called me. He asked about the stove and said he would see what he could do. The next day he shipped me a piece of glass (I think they were in Oregon).
I was pissed.
I was a consumer and I didn't have contacts yet I resolved the problem in a couple of days! They had been "working on it" for over a month! Yeah right!!
I would try to call Lennox yourself and explain the situation. Write down your contacts with the dealer and how they handled things.Ask Lennox or dealer if they have a tracking number for your problem/claim. Let lennox know that you like the product but the dealer experience is subpar.
I would also call Palace in Torrington (not sure how they are) and say you made a mistake going to current dealer. Ask if they can help you out or even put you in contact with regional rep or something.