Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received the replacement component and the unit is in working order now. No further action needed at this time. Thank you.

  Customer Answer

  Date: 08/27/2025

  
  
  Better Business Bureau:

  The only thing is like to add is that ******* is a home improvement store and they do not do anything with warranties. The information that comes with the unit says to contact MRCOOL directly for warranty. Which I did. The unit is fixed and working now.

  
  
  I have reviewed the response made by the business in reference to complaint ID 23730578, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ******

  Customer Answer

  Date: 08/27/2025

  I need a warrantied replacement outside circuit board for my MRCOOL mini split air conditioner. It took 10 phone calls and 8 emails complaining about their service to get the 1 response. They called and got my credit card to pay for shipping of a new circuit board. Then I get an email 38 minutes later stating they didn't have any circuit boards in stock. This unit is only 1-2 weeks over a year old. And I am dissatisfied with them returning calls or emails. I would like some support to get this resolved.

  

  Business Response

  Date: 08/29/2025

  We are very sorry to hear that the customer experienced issues with their HVAC unit. Upon reviewing the ticket, I noted that the required outdoor board was out of stock at the time of the initial request. From the first contact through MRCOOL obtaining and shipping the part, the process was completed in approximately 18 days.
  We are pleased to see that the customer has since received and installed the part, and that their unit is now operating as expected.
  

  Customer Answer

  Date: 09/02/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ****** 

  
  

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• Initial Complaint

  Date:08/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The first time I had contact with Mr. Cool regarding a refrigerant leak on a geothermal hvac system was on July 8 2025. The system was installed 5-23-2024. Has been in operation since that date flawlessly. The air source refrigerant coil developed a leak. I fully diagnosed the leak, took video of the leak, sent all video and pictures and documentation to Mr Cool at their request. Today 7-22-2025 I still have no resolution as to their 3rd party warranty department. Mr Cool has agreed to replace the coil at no charge to the customer(less shipping) but the system had a 5 year limited labor warranty on it. Mr Cool outsources their labor warranty to a 3rd party called OnPoint Warranty. Not a single representative of this warranty company has an answer for me.
  Mr Cool is extremely difficult to connect with. When a call is placed to their company, you will wait on hold and be prompted to leave a messsage after 45 minutes of hold or prompted to activate a call back from them. Which takes at least a day to get a response.
  I was sent a wrong pdf file by Mr Cool for the system I am having issues with. I submitted all necessary information to them at the date of install and yet they still had no record of my system. It was lacking a special number off the compressor unit which was not asked for when registering the system. That caused further delay with this issue. I sense a strong lack of competence and extreme disorganization at this company. I have never once filed a complaint here and am only doing so to prompt some action and a resolution with my case. The discrepancy with the warranty company is ridiculous and should have never been outsourced if Mr Cool cares about their reputation. Onpoint is hurting their business in a devastating fashion.

  

  Business Response

  Date: 08/29/2025

  .We are very sorry to hear that you experienced issues with your HVAC unit. Upon reviewing your ticket, I see that the required evaporator assembly was out of stock at the time, so a complete replacement unit was sent to you instead.
  Please note that the labor warranty associated with your system is administered by OnPoint. All communication regarding labor warranty coverage and claims must be directed to them, and MRCOOL will refer you to OnPoint for any assistance related to this matter.

  

  Business Response

  Date: 08/29/2025

  .We are very sorry to hear that you experienced issues with your HVAC unit. Upon reviewing your ticket, I see that the required evaporator assembly was out of stock at the time, so a complete replacement unit was sent to you instead.
  Please note that the labor warranty associated with your system is administered by OnPoint. All communication regarding labor warranty coverage and claims must be directed to them, and MRCOOL will refer you to OnPoint for any assistance related to this matter.

• Initial Complaint

  Date:08/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I needed tech support. And the tech refused to answer my question. Said I was not a license tech. Which is correct. That is why I bought there product. They claim to be DYI friendly. I only had 2 questions. Unbelievable.

  

  Business Response

  Date: 08/19/2025

  We do apologize for the frustration in this matter. However, the unit that you purchased is not a DIY product. You purchased and asked questions regarding a gas furnace installation. While we do offer some DIY products, gas furnaces are not a DIY product and it is both a danger and a liability to assist you in an uncertified installation of this product. Natural gas and propane can be very dangerous. This system does require a technician for installation. If you have a technician out and he has any further questions, we will be happy to assist further. However, we cannot assist you with this query if you are not licensed to perform the work.

  Customer Answer

  Date: 08/19/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Why did you sell me the unit to start with? If you are so safe concerning after the sale, why not before  the selling of a unit?  Greed? I would not have bought the unit if I knew it has  no support.  I called two different companies and they says they wouldn't install that unit.  They have no interest in below grad equipment.   What you want me to do with this?  Send it back is my only option. 
  
  Sincerely,
  
  
  
  **** ********

  

  Business Response

  Date: 08/21/2025

  I apologize for any misunderstanding, but we did not sell you the equipment. We do not sell directly to the public. Not all of our units are DIY and some do require technician installation. They are available to purchase as many customers purchase equipment for their technician to install and many contractors also purchase equipment. Gas appliances are sold in most box stores and large retailers. However, these are never recommended for DIY installation and you should always consult a licensed professional when dealing with natural or propane gas appliance installation.

  Customer Answer

  Date: 08/21/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  You know very well that your agents are selling gas furnace to everyone that pays up.  If you didn't agree with it, then stop it.  I bet your greedy company will never do that
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:08/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our new unit only came with one pre charged line, we ordered another one. The line we ordered was wrong and the shipping to return it for a replacement is $430, the line cost $483. We tried to get the company to send a shipping label and we would pay their lower shipping fee and company states it cost them the same. Now we have a line that don’t fit our 4th generation 24k&36k system because the system only came with one pre charged line. When you buy and pay $4000 you should have all parts needed to hook up the unit and not have to pay more for parts that are not an easy find

  

  Business Response

  Date: 08/18/2025

  MRCOOL does not handle direct-to-consumer parts sales. All inquiries regarding returns or exchanges should be directed to the customer's point of purchase. Our records indicate no prior contact from this individual. Additionally, the part ordered was incorrect; therefore, the customer must adhere to the policies of the retailer where the purchase was made.

• Initial Complaint

  Date:08/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Mr cool for a question on compatibility of a thermostat my unit was registered warranty I told the guy I bought it at **** ***** it’s a new install installed by a company. He than sends me an em ail saying no warranty that I bought it from someone else . It’s 5k unit. It’s never been installed this is a poor judgement I contacted a reseller and she gave me the number I come to realize the company is ******* my google phones are hacked by ccp how can you void warranty when I did not call for warranty I only asked for a thermostat company on social media will be buried

  

  Business Response

  Date: 08/01/2025

  We’re sorry to hear about the difficulties you're having with installing your thermostat. Our customer service team reviewed your case and confirmed that you are not the original purchaser of the unit. Unfortunately, this does void any warranty coverage per our policy.
  That said, our MRCOOL technical team still made a genuine effort to assist you with the installation. However, it appears the thermostat you purchased is not compatible with MRCOOL units.  We suggest reaching out to the manufacturer of your thermostat for further guidance on installation or compatibility options.

  Customer Answer

  Date: 08/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** ********

  please show proof I’m not the original purchaser as you deemed it fit to provide the warranty online . As I have the paper work . I realized this was done intentionally and maliciously . Incontscting home direct than being directed to Daniel at me cool this was the end result . Unit was purchased new I as expressed online you require professional installment many Mr cool items are sold new even on OfferUp what does that have to do w manufacturing warranty. Those are not specified requirements in the paperwork filled out your stating it verbally . Now Daniel lied to me stating the thermostat was compatible but wanted to verify warranty for what purpose it’s a question on a Thermostat then you texh support stated nest was not compatible. Now wether in the original owner prove it otherwise. A question about a thermostat than intentionally voiding a warranty he asked no more questions proof of nothing just sent an email no warranty for a question that he was suppose to know thank you 

• Initial Complaint

  Date:07/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I purchased a MrCool Hyper Heat Central Ducted Residential 2 Ton 18.3-SEER Heat Pump with a heat kit and 50 ft of pre-charged line on June 14, 2025. My husband and a retired HVAC technician installed it on July 4, 2025. We started to get a ELOC error code a week after it was installed. We contacted MrCool about. We had 3 more times where we got the ELOC error code in the next 2 weeks. They had us send pictures and said everything looked good. They stated we might want to have the system pressure tested and the refrigerant checked since the error code was for something with the refrigerant. We had a service technician come out today July 28, 2025. There are no leaks but the refrigerant was low. These lines are supposed to come precharged with the correct amount of refrigerant. These did not. We had to pay to have 17 ounces put in the system which cost $755 for the refrigerant and $99 for the service call for a total of $855. When I contacted the MrCool technician that had been helping us, her response was "Our systems are factory-charged and weighed on highly sensitive scales capable of detecting even the slightest discrepancy—down to a single missing screw. Because of this, it’s not possible for a unit to leave the factory low on refrigerant. If your system is low, that indicates a leak somewhere in the system. Please note that the MRCOOL warranty only covers parts and does not include labor or refrigerant. For labor-related assistance, you’ll need to contact the labor warranty provider, OnPoint. You can follow this link for instructions on how to file a claim or get support: OnPoint Warranty Solutions". As this is a new system that isn't even a month old, it would be a factory defect. They will not take responsibility for them not having enough refrigerant in them. OnPoint warranty said they won't cover it either because the warranty does not go into effect until 90 days after install.

  

  Business Response

  Date: 08/04/2025

  I have reached out to the customer to try to procure the invoice where the technician performed the service and to see what all was done on the service call.

  Customer Answer

  Date: 08/07/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I sent the invoice and have not heard back from ****** at MrCool.  
  
  
  
  Sincerely,
  
  
  
  **** *******

  

  Business Response

  Date: 08/11/2025

  I was out for a couple days due to a family emergency. I have responded back to the customer to offer what we could do in regards to the invoice.

  Customer Answer

  Date: 08/11/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  You offered $225 of a $855 charge.  That is not acceptable.  You state we were "steeply overcharged" for the refrigerant.  We tried to get a MrCool dealer to come service out system and the nearest dealer is in Mentor Ohio which is 94 miles from our house or Pittsburgh PA which is 55 miles from our house. I called both and the Pittsburgh dealer has yet to call me back.  The Mentor Ohio dealer was originally going to come service it and said it would be a $300 service call.  We accepted this and when I called back to schedule they said they would not come because of the distance which is 94 miles.  We had no alternative but to get a local HVAC company and that was hard too because no one wants to work on your product.  As for your assumption that it is still a leak, that was disproven by the service technician.  Even though a full test was not done by YOUR technician because you did not offer that to me since you do not service your own product. Since they put the refrigerant in the system it has been running much better and keeping the house extremely cold. When I googled the error it could also mean a bad control board or sensor, which you refuse to acknowledge that fact.  Also the service tech followed the book that came with the system for adding refrigerant because as per the book, your line sets come with the standard refrigerant for a 25 ft line set and we have a 50 ft line set.  So they did not come from the factory fully charged as your phone techs have repeatedly told me.  She has stated several time "It’s not possible for the system to leave the factory low on charge—each unit is weighed before shipping, and our scales are sensitive enough to detect even a missing screw."  As per the book, it most definitely did not come fully charged.  We would accept $755, the amount of the refrigerant.  

  
  
  
  Sincerely,
  
  
  
  **** *******

  Customer Answer

  Date: 08/11/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  You offered $225 of a $855 charge.  That is not acceptable.  You state we were "steeply overcharged" for the refrigerant.  We tried to get a MrCool dealer to come service out system and the nearest dealer is in Mentor Ohio which is 94 miles from our house or Pittsburgh PA which is 55 miles from our house. I called both and the Pittsburgh dealer has yet to call me back.  The Mentor Ohio dealer was originally going to come service it and said it would be a $300 service call.  We accepted this and when I called back to schedule they said they would not come because of the distance which is 94 miles.  We had no alternative but to get a local HVAC company and that was hard too because no one wants to work on your product.  As for your assumption that it is still a leak, that was disproven by the service technician.  Even though a full test was not done by YOUR technician because you did not offer that to me since you do not service your own product. Since they put the refrigerant in the system it has been running much better and keeping the house extremely cold. When I googled the error it could also mean a bad control board or sensor, which you refuse to acknowledge that fact.  Also the service tech followed the book that came with the system for adding refrigerant because as per the book, your line sets come with the standard refrigerant for a 25 ft line set and we have a 50 ft line set.  So they did not come from the factory fully charged as your phone techs have repeatedly told me.  She has stated several time "It’s not possible for the system to leave the factory low on charge—each unit is weighed before shipping, and our scales are sensitive enough to detect even a missing screw."  As per the book, it most definitely did not come fully charged.  We would accept $755, the amount of the refrigerant.  

  
  

  
  
  
  
  Sincerely,
  
  
  
  **** *******

  

  Business Response

  Date: 08/14/2025

  This is a satisfaction reimbursement only and is not a full reimbursement of the cost of the technician service, the service performed seems to have worsened the issue. We are still working to assist the customer with the issue encountered which appears to be an electrical issue. We are currently awaiting multimeter readings for the unit wiring to diagnose the issue.

  Customer Answer

  Date: 08/19/2025

   
  
  Complaint: ********
   
  
  I am rejecting this response because: First off, the system is running better than it did before they added refrigerant.  It is running way colder than it was before.  I never said it was short cycling, Steven said that.  I said it wasn't running as long.  It was running 18-20 hours a day and now it only runs 15-17 hours a day.  It runs continually like it should.  I also never said it was tripping the breakers, again that was Steven.  I said when we get the error code I reset the breakers and the system works fine for 6-7 days before the error code happens again. Steven has twisted everything that I have said.  We are taking this as a $4300 mistake and next year, if the system lasts that long, we are going to put in a reputable system from a local HVAC company that will actually service their system and have an actual warranty that pays out.  We are taking the $225 they offered as we are done fighting with them.  They do not stand behind their products nor do they service them.  They will place blame on the shipping company or the service technician that we had to pay to come out to service their product but they will not take the blame for having a sub-standard product.  Mr Cool needs to inform people that after the sell you their product, they will be no longer responsible for anything.  I will close this complaint when and if I get the check for $225 that they say they will mail to me.
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:07/22/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Warranty Request *******
  
  I filed a claim few weeks ago because the ECM motor on my furnace fan went out. I was originally told they were going to send me a new fan motor, but then they said it was out of stock and they have to send me an entirely new furnace.
  
  That is a major problem! Now I have to pay for the entire system to be taken out and reinstalled. Adding thousands to the labor cost instead of the hundreds it would've cost just to replace the fan motor.
  
  To add insult to injury they want me to pay a $215 shipping fee for the new unit. But every other place it's sold online offers free shipping for that unit.
  
  I asked could they just order fan motor and was told they can't and doesn't know when any would be in and all i can do is keep calling back to check. That us unacceptable. We have already been without cooling for the last 3 weeks and it's the middle of the summer. With the cost of diagnoses, shipping and reinstallation we're looking at $3k repair for a fairly new system that cost 9k with install.
  
  I request that the shipping charges be waived because of the thousands of dollars in extra labor cost we're incurring having to have an entirely new furnace installed, instead being able to just replace the fan motor.

  

  Business Response

  Date: 07/24/2025

  The MRCOOL Customer Service Manager has followed up and spoken with the customer. Due to the delay in receiving parts, it was decided that a new unit will be shipped to the customer under a warranty claim. To assist with the overall cost of the repair, we will be waiving the shipping charges for the replacement unit. The customer was satisfied with this resolution.

• Initial Complaint

  Date:07/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Would you please be able to redirect this to the correct Mr.Cool? He is correct. This is supposed to go to the MrCool manufacturer

  

  Business Response

  Date: 06/06/2025

  ******** ** *** ********* *** ********
  ********* ****** *** ******
  ********* *** **** **** *****
  ** **** ** *** ********
  Thank you for the opportunity to respond to this complaint. After thoroughly reviewing our records, we have found no record of any purchase, communication, or customer relationship with the complainant, Ms. ******** ****** through our business, MRCOOL DIY ******* ******* ** **** *** *** ******* ***
  Our company is an independent HVAC retailer and authorized dealer, and we operate under the name MRCOOL DIY Direct. We are not the manufacturer of MRCOOL products. While our business name shares similarities with the manufacturer’s brand, we are a separate and unrelated entity. This has led to occasional confusion, as it appears may be the case here.
  The complainant mentions purchasing a system for nearly $10,000 and references previous direct contact with MRCOOL (the manufacturer). She also states an order number *******, which does not correspond to any orders in our system. We have searched by name, address, phone number, email, and order number, and again, found no record of any transactions or communication with Ms. Dirkx.
  It is our belief that this complaint was filed in error on our business profile instead of being directed to MRCOOL, LLC, the actual manufacturer based in Hickory, Kentucky. We respectfully ask the BBB to consider redirecting this complaint to the correct business entity.
  We take all complaints seriously and always strive for exceptional service, but in this instance, we are unable to assist as we were not the seller, service provider, or point of contact for this customer.
  Sincerely,
  **** ***
  ****** *****L DIY Direct

  Customer Answer

  Date: 07/16/2025

  Hello my name is ******** and I am reaching out in regards to the Mrcool system we purchased. I am extremely dissatisfied with this product that we spent nearly $10,000 on. We only used this product for 2 months during the warmer months of the year for the AC aspect. I’ve owned it for about a year and the health risks it has imposed on my family is not okay. When purchasing this system we were made to think this was to help air quality and allergies. This is far from what we are experiencing now. I have documented proof of doctors. About two month ago we started our unit up to cool our home for the summer months. As soon as we started the units a strong stinky socks smell came out of each unit head. I took a look further into this issue and it said mold could be in the system so we took apart the unit heads and deep cleaned each and every single one. The smell still persisted. My whole family has now been sick since we turned these units on. Both my four year and two year old have had multiple ear infections and sinus infections. Also one of the unit heads doesn’t even blow out cool air. I reached out to Mrcool and they said since there is no visible mold and the system was cleaned out and it is draining fine that the issue lies deeper within the units. Talking with the lady on email she stated you need to get these deep cleaned twice a year. I already paid about $10,000 for the system. No where on Mrcools site does it state that this product needs that amount of maintenance. I do not have the time nor the money to do that.That is something that should be advertised. The health risks that these can cause is insane. I thought I was purchasing something to improve our health not make it a thousand times worse.
  I am now getting central air placed into my home. And I would like to be refunded for this horrible horrible product You can have the units back but to have something in my house that makes my family sick is not going to happen. Please contact me at ************

  

  Business Response

  Date: 07/17/2025

  Customer's issue is due to improper use and maintenance as the system was not properly cleaned and regularly serviced as outlined in the owner's and installation manuals. I will include a few snippets from our manuals were it advises on proper servicing and cleaning. I can provide more exerts from our manuals, website, and optional DIY cleaning kits if needed.

• Initial Complaint

  Date:07/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Mr Cool 4-5 ton universal system. This is now the 4th issue/defective part. Mr Cools service team has always been prompt and courteous. The first three defective parts were shipped to me at no cost under warranty. Most recently the evaporator coil has rotted out prematurely and leaked out the refrigerant. I sought out a replacement coil under warranty but now Mr Cool wants me to pay $230 to receive the part. This is exorbitant and inconsistent with my prior warranty claims. They claim this is the shipping cost. This is basically charging me the cost of the part. I would simply like to receive the part at no additional cost.

  

  Business Response

  Date: 07/08/2025

  We sincerely apologize for the issues you've experienced with your unit, and we thank you for choosing a MRCOOL product.  The Shipping rate we charge is what is charged by the shipping co. to everyone.  It would be unfair to absorb the cost.
  Your unit was purchased in 2022, and we understand you had an issue shortly after installation. At that time, we provided the necessary replacement parts at no charge as a courtesy, given the unit’s recent purchase.
  Now, a few years later, you're facing another issue that requires a part replacement. According to the terms of your warranty:
  “The warranty period begins on the date of the original installation. If that date cannot be verified, the warranty period begins three months after the month of purchase. As its only responsibility, and your only remedy, MRCOOL will furnish a replacement part, without charge for the part only, to replace any part that is found to be defective due to workmanship or materials under normal use and maintenance. For warranty credit, the defective part must be returned to a MRCOOL heating and air conditioning products distributor by a state or province certified or licensed contractor. Any part replaced pursuant to this warranty is warranted only for the unexpired portion of the warranty term applying to the original part. This warranty does not apply to labor, freight, or any other cost associated with the service, repair or operation of the unit. MRCOOL will not pay for electricity or fuel costs, or increases in electricity or fuel costs, for any reason, including additional or unusual use of supplemental electric heat. This warranty does not cover lodging or labor charges. This warranty does not cover refrigerant.” 
  
  

  Customer Answer

  Date: 07/08/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  That was a lot of words to simply say MRCOOL will not stand behind its product. I have been very patient and polite with all representatives of this company. The amount of time and money I've wasted after deciding to purchase a MRCOOL heat pump is ridiculous. I have never complained until now. And this is your hill to die on? Attempt to extort 230 dollars from me for a replacement part under warranty? MRCOOL should be embarrassed at the multiple failures of their poorly made defective equipment and trip over themselves to make this situation right. 
  
  Sincerely,
  
  
  
  **** *******

  

  Business Response

  Date: 07/14/2025

  We’re sorry to hear that you're unhappy with our decision. As previously mentioned, we did provide two replacement parts at our expense, including shipping, shortly after your purchase. At the time, we believed it was the right thing to do given how recently the unit had been purchased.
  Now, over two years later, we understand you are experiencing a different issue. In support of your warranty, we are sending the necessary replacement part at no cost. However, per our standard policy, shipping is not covered under the warranty.
  We stand behind our product and our warranty, and we apply these practices consistently for all customers. We understand this may be frustrating, and we apologize for the inconvenience, but we must follow our established policy.

  Customer Answer

  Date: 07/20/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  I will not pay MRCOOL $230 for the part. This coil is made with inferior metals and a new one may only last another 3 years. The zinc coating over steel was too thin causing rust and an electrolytic reaction between the dissimilar metals eating through the copper pipe. I can purchase a coil with shipping from another manufacturer for a few dollars more. I would like to have it last longer than 3 years. I suppose the downside is it may void my warranty. Then again it's not really a warranty if you have to pay for the parts. Sure you can keep saying that the part is covered and you are only charging "shipping" but who are you kidding? $230 is indeed the cost of the part.
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:07/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently bought a Mr. Cool DIY 12000 BTU mini split to heat and cool an insulated garage that we have animals in. We bought the unit on 6/16/25 from Chill Mini splits and installed it on 6/22/25. It was fairly easy to install and we did the startup per their instructions. We noticed after several hours it was still blowing the same temperature air as was outside and the compressor was not kicking on. Rechecked everything and tested for leaks. Mr cool recommended I have a licensed HVAC technician out to diagnose the issue. Which of course they don’t pay for or cover labor. Technician from a reputable company found there to be a bad control board inside the condenser. I send all the pictures and notes to their tech department. After a week they responded it was approved for a new control board but then had to go to the warranty dept for final approval. after not hearing back I called in today and they told me they are out of control boards and have no idea when they will get any more in. Trying to find a solution I asked if they could send me a new condenser instead or take a control board out of an existing condenser they have: they then informed me they were out of condensers as well and had no idea when they would get more in. I explained to them we have animals counting on this and they said there was nothing they could do. I would like my money back or a new unit send ASAP. After it’s all said and done after unit, electrical, having the technician out and all accessories I’ll be more than $3000 out for a unit that is a giant paperweight during the hottest time of the year. I do not recommend these units to anyone.

  

  Business Response

  Date: 07/03/2025

  As of July 2, 2025 while working with our Warranty Dept. The part required to repair is out of stock and re-stock date is unknown.  We are going to send a replacement unit due too a malfunction causing the issue.  In order to prevent similar issues from arising in the future, our technician has advised the return of the malfunctioning unit for quality control purposes.  The unit has shipped as of July 3, 2025 and the customer has been given the tracking number to follow shipping.