have a solid reputation in their communities,
and then Costco vets them as well, so it’s a
fairly rigorous process.”
Costco buyers go an additional step and
interview the owners and general managers
for each dealer to determine if their company
and employees are a good fit. The goal is to
make sure that each dealer will meet the stan-
dards of quality and customer care that are
the hallmark of the Costco brand.
“We actually consider the dealers and
their Comfort Advisors as brand ambassadors for Costco,” Justin explains. “They interface directly with our members and need to
meet the same standards of excellence as our
employees. We also continually monitor the
dealers to ensure their teams demonstrate
excellence and are held to the highest standards of service that our members expect.”
Just ask
Here’s how the process works. A member
requests information on a product by phone
or in person (see “How to place an order”).
The dealer makes an appointment to have a
Comfort Advisor come to the home and do a
thorough assessment to determine what type
of system is best suited to that home.
The Comfort Advisor explains options
and discusses solutions, such as whether it’s
best to replace an entire system due to age or
focus on only one product or a package of
products, and provides quotes that are in line
with the member’s product needs and bud-
get. The member can then decide whether to
order the product right then or respond at a
later date.
“The Comfort Advisors’ goal is to let
members know what’s available, and then
help with the decision as to what works for
them and serves their budgetary require-
ments. They will not pressure members into
purchasing,” notes Bryce Wentworth, Costco
assistant buyer, Special Order Kiosks. “For
instance, they will know which products are
Energy Star certified, which helps reduce util-
ity costs, and they will be familiar with local
utility or other rebate programs in order to
make those available to the member.”
Comfort Advisors will discuss full-ser-
IN ORDER TO simplify the ordering
process, members are provided with
three options.
1Costco warehouse kiosks offer a product brochure offering information
on the product and services. Members
may call 1-877-483-6226 and ask for an
appointment for a free in-home consultation with a Lennox Comfort Advisor.
2At times, Comfort Advisors provide staffed events at warehouses, where
they will personally facilitate appoint-
ments. Keep an eye out at your warehouse
for these opportunities, which vary
throughout the year.
3Members can go to Costco.com for additional information. The site lists
the same phone number (1-877-483-6226)
so members can call and schedule a free
in-home consultation with a Comfort
Advisor. (A tip for the website: Enter
“installed” in the search box and you will
immediately jump to information on the
Special Order Kiosks.)
When placing your order, payment can be
made with check, cash or American
Express Card (and, of course, members
receive a 1 percent rebate if using a
TrueEarnings® Card from Costco and
American Express).—SN
CERTIFIED
LENNOX STRESSES THAT it’s very
important to make sure products are
installed correctly by qualified technicians
to ensure that the equipment operates the
way it’s intended. Most Lennox dealers
are North American Technician Excellence
(NATE) certified or have NATE-certified
technicians on staff.
NATE has provided
certification for the
HVAC industry
since 1997.
OCTOBER 2014 ;e Costco Connection 97
vice options that include installation, and if
removal of an old system is necessary it is
always included in the price. They will also
explain requirements for system maintenance.
“Maintenance is necessary to keep products in prime operating condition,” Carlson
stresses. “Just like you wouldn’t run your car
all year without checking the fluids, tires, etc.,
you shouldn’t neglect the HVAC system. It is
mechanical equipment and made up of many
moving parts, and it operates more hours per
year than a car. To make sure it keeps in prime
condition, annual maintenance is necessary.”
All products are covered by Lennox’s limited manufacturer’s warranty, which is competitive in the industry and varies from
product to product. Costco HVAC installers
are also able to provide Lennox’s Complete
Care Plus™ extended-warranty plans, offering
additional peace of mind.
Carlson notes, “Nearly all products in our
portfolio carry the Good Housekeeping seal
of approval as well, which adds an additional
level of assurance as to the reliability and
quality of equipment.”
Added value
Justin and Bryce are both clear that, in
addition to great pricing, a unique financial
benefit of ordering these systems through
Costco is the gift of a Costco Cash card.
Depending on qualified Lennox purchases,
members will receive a card to use at any
Costco location or on Costco.com.
Justin notes, “Factoring in competitive
pricing and extraordinary value for all products, combined with the cash card and other
benefits [such as American Express rebates
and Executive member rebates], it makes an
incredible value that other retailers may not
be able to meet.” This is a great benefit, and
members can discuss how to qualify with
their Comfort Advisor.
With the outstanding reputations of
Costco and Lennox, combined with the
financial incentive of a Costco Cash card,
there really seems to be no better place to go
for your HVAC needs. C
place order HOW TO AN
LE
N
NOX
