On August 4, 2025 I received phone call From JSP Home Services saying I had been nominated and…read moreselected to receive a free heating and cooling system from the "Lennox Feel The Love" program. They explained The Feel The Love program aims to help people who deserve a "thank you" for their commitment and service within their community, and that I had been selected as an award recipient and would be receiving a new heating system at no cost. I was told they would be calling me again to set up an appointment to survey my home to install a system at no charge to me.
August 7, 2025 JSP called me to make appointment to do the survey for the heating system installation. The appointment was scheduled for August 19, 2025.
August 14, 2025 JSP called me to confirm my appointment to do survey for heating installation.
August 19, 2025 Chuck Lancaster from JSP arrived at my house and completed survey. He said the installations for this award were usually done the first two weeks of October, and that someone would get in touch with me to schedule the installation.
September 18, 2025 Robin from JSP sent me a text message saying JSP enjoyed working with me and are curious if there are any other projects I have coming up. I messaged back asking about my "Feel The Love" installation. Robin replied they would get back to me with information. I did not hear back.
September 22, 2025 I text messaged Robin from JSP asking for a follow up; no reply.
September 25, 2025 I left a voice message for Robin from JSP.
September 29, 2025 Robin from JSP messaged me saying I was a valuable customer and asked me for referrals for work. I messaged back asking about my Feel The Love installation. Robin replied and asked how they could help me. I asked again about the Feel The Love installation. I received no reply text. I then called and spoke with Robin, who said they would check into this and get back to me. I never heard back.
October 3, 2025 I called and spoke with Lennox Customer Care, I asked if the calls I had gotten from JSP were legitimate, and for any update about the installation that had been promised by JSP on their behalf. They stated they had no information at that time, but would open a case and get back to me.
October 9, 2025 I called JSP. The person who answered the phone took my info and said someone would call me back before the end of the day. No call received.
October 10, 2025 I spoke with Lennox Customer Care again. They stated my case had been sent to a manager, and the manager sent it to marketing for a follow up as they were the department who handled the Feel The Love program.
October 10, 2025 I called JSP and spoke with Ashley. She said she had no information and that I needed to speak with the office manager, Lisa, who was out of the office until Monday October 13. Ashley said she could not give me Lisa's phone number but would forward a request for her to call me. Ashley also stated she would email me a copy of the estimate that Chuck had visited my house to do the survey for. I never received the email. I never received any call back from Lisa.
October 22, 2025 I called 845-303-2518, spoke with (Karen or Taryn) and asked to speak with Lisa. I was told she was not available at that time and that a message would be given to Lisa to return my call.
October 23, 2025 I sent an email to Lennox marketing department outlining all of the above and asking for any update.
October 24, 2025 I received the following email message from Lennox: Thank you so much for reaching out. I understand one of our dealers had initial contact with you, and I can imagine it's confusing not to have clarity on next steps. Our dealer chose to move forward with another nomination. While that decision is never easy, please know it's not a reflection of your worth or the impact of your story. Every year, we receive an overwhelming number of heartfelt submissions and narrowing them down is one of the most difficult parts of the process. While this year's program has wrapped, we're incredibly grateful that you took the time to share your experience. Feedback like yours helps us reflect and continue improving our program.
My issue with JSP is that during our initial phone conversation and again in person, they clearly stated that I had been awarded this heating system. However, after that, there was no further communication to let me know they had changed their decision. I never received any explanation, which would have been acceptable if they had at least reached out to inform me or responded to my calls and messages. Simply letting me know they had reconsidered would have resolved the issue.
