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:08/01/2025

  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:07/22/2025

  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.

• Initial Complaint

  Date:06/30/2025

  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 had a Mr Cool unit installed in my home and it does not work properly. When I contact Mr. Cool for help I am told a technician will call me to troubleshoot the problems. I have waited a week, calling Mr Cool and the seller and still no phone call from Mr. Cool. Ticket ******. A tech a emailed requested I, a disabled woman, dismantle the unit and take photos. I told them to call, they do not call. This is a $4000.00 unit and they can't bother to pick up the phone and find out what the problem even is!!!!! So very upset with this company.

  

  Business Response

  Date: 07/03/2025

  The customer worked with and in house technician on Monday June 30, 2025.  The tech. had advised the customer to call back in if this did not remedy the problem, as of July 3, 2025 we have had no response. 

  Customer Answer

  Date: 07/05/2025

   
  
  Complaint: ********
   
  
  I am rejecting this response because:  this does NOT address the problem which is 7 days to respond for technical assistance.   How is the company going to rectify the overly long response time?  Is this going to continue when other tech requests are made?  This is a DO IT YOURSELF product that advertises technical assistance is available. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 07/08/2025

  We sincerely apologize for the delay you experienced. You initially called over the weekend, and within a couple of days, one of our Customer Service Representatives placed you in the queue for a technician to follow up. The very next day, a technician reached out and requested photos of your unit to better assess the issue.  Please keep in mind that this is an exceptionally busy time for our team, as we are experiencing a high volume of calls due to the extreme heat. Despite this, on the same day we received your photos, our technician was able to assist you and help resolve the installation issue related to your wiring.

• Initial Complaint

  Date:06/27/2025

  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.

  We have a 4-zone DIY mini-split system. Unfortunately, the system leaked all of the coolant out. We have been working with Mr. Cool since June 5th to try to get a warranty replacement. I received an email (word-for-word twice) stating that the warranty replacement will be available at the end of June. It is now the end of June and we have yet to receive an update. I called customer service as well and that representative stated that the shipment will not be until the middle or end of July. I emailed customer service the 19th and today with no response. Other websites are stating that the unit was discontinued June 12th and a new unit will require replacing the entire unit to meet the AIM Act of 2020. Seems we are in an endless limbo.

  

  Business Response

  Date: 07/03/2025

   This part for this customer is out of stock.  Due to Tariff's and shipping from the manufacture, we are unsure of a re-stock date.  This a High Priority case for us, and we have exhausted all options.  As of July 03,2025 we still do not have received the needed part.

• Initial Complaint

  Date:06/17/2025

  Type:Product 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.

  Purchased a dual head system from ****** One unit has worked fine, but the other has had a loud pulsing sound since install. I have worked with a tech to diagnose the problem and they have had to visit my house multiple times as MrCool had sought to "diagnose" the problem. Initially their communication has been quick and helpful. Based on videos I have provided, they sent me a new fan motor. This did not fix the issue. Next was a new fan bearing. This did not fix the issue. Now they have told me it is a condensation pump and that the sound the unit is making is "normal." I rejected this diagnosis and pointed out that their advertising claims the 18k unit is a max of 45bd with high fan. Using a db scale, it clocked in at 81bd! I also measured the 2nd unit, and it was spot on at 45bd. I also requested contact info for their supervisor. This request was made on June 12th. They have not responded to any further communications from me. I am requesting the unit be replaced fully and that they stand by their warranty

  

  Business Response

  Date: 06/20/2025

  Customer is being sent a new cassette through warranty and all shipping costs have been waived in regards to their replacement.

  Customer Answer

  Date: 06/23/2025

  
  
  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,
  
  
  
  ****** ****** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:06/10/2025

  Type:Product 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 BOUGHT 2 MR COOL 4TH GEN 36000 BTU MINI SPLITS ON APRIL 20TH 2025...I HAD THEM PROFESSIONALLY INSTALLED ON MAY 24.......IN ONE DAY ONE UNIT GAVE ME A P6 ERROR....LOW REFRIGERANT.....HAD THE SAME GUY COME TO CHARGE IT AND IT IMMEDANTLY GAVE A P4 ERROR WHILE MAKING A LOT OF NOISE...LOOKING DEEPER THERE WAS OIL ON TOP OF THE COMPRESSOR..... HE SAID THAT THE UNIT WAS DAMAGED DURING SHIPPING.....I'VE CALLED AND CALLED BUT CAN NOT GET A RESPONSE FROM MR COOL....I SPENT 4600.00 ON THESE UNITS PLUS 1000.00 INSTALATION PLUS A REVISIT.....AND CAN NOT EVEN GET THESE FOLKS TO ANSWER THE PHONE OR CALL BACK....I'M A SMALL BUSINESS WITH CUSTOMERS COMPLAINING TO ME DAILY

  

  Business Response

  Date: 06/12/2025

  Customer was contacted as a returned call due to high volume on Monday when they first called in. Customer has been assisted with next steps and we are just waiting for customer to return needed information to assist further. Customer is taking some pictures to send to us so that we can assist in resolving this matter.

  Customer Answer

  Date: 06/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: THE ISSUES HAVE NOT BEEN RESOLVED AT THIS POINT....I HAVE BEEN IN CONTACT WITH MR COOL TECH AND WARRANTY DEPT BUT A RESOLUTIN HAS NOT HAPPENED YET...I UNDERSTAND THAT IT IS A PROCESS THAT TAKES SOME TIME 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 06/20/2025

  Customer has been sent a new condenser through warranty and was provided tracking on 6/19/25.

  Customer Answer

  Date: 06/30/2025

  
  
  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. Mr Cool made me whole....
  Thank you for your assistance.

   

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

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:06/05/2025

  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 was looking to replace my AC unit for my home when I stumbled across a DIY hvac system market by a company called Mr cool. I initially called looking for mini splits but the authorized dealer Stable power pitched me a universal series 4-5 ton central ducted system based off my house being 1875 sqft. I purchased the whole system and a $600 50ft pre charged no vac line set. I began looking at videos and installation and seen it wasn’t in fact DIY and decided to hire a company to instal. I paid a company to instal this unit 1,700. My E panel wasn’t efficient to run the system so I paid 4500 to upgrade my panel. They couldn’t get the system wired right due to the specs told me to call Mr cool and see if they have there own tech to send out. But asked why they sold me a unit so big.I called the dealer and Mr cool both said they don’t work on units but referred me to another HVAC company. He came out charged me 2100 to rewire and place a stat on the suction line. He informed me the unit was too big aswell. 2 days later the system shut down and would not work. Keep in mind this system has been installed less that a week. Contacted the company and Mr cool again. Both said it was a control board. Mr cool filed a warranty sent me a new control board. A 3rd hvac company came out wired the new control board the condenser still wouldn’t turn on. Called Mr cool again. They had me take the stat off system turned on but back to the same issue too big. Pipes are freezing. I was told add a bigger drop it’ll work. Had a electric water heater installed ran me almost 4,000 to make room for a bigger drop and that don’t work. Mr cool or dealer won’t take responsibility on them selling me a system bigger than required. The dealer told me he isn’t even a hvac guy he’s a mechanic and Mr cool taught them what to say. No one will take this unit back and send me the one needed. And I don’t spend over 16,000 to run it. Passing the buck. The advertise and sell wrong equipment.

  

  Business Response

  Date: 06/12/2025

  At MRCOOL, we do not sell directly to the public and have no part in system sizing or recommendation. We also do not teach dealers what to say for each sale, instead providing general documentation to our dealers for the products they offer. For exchanges or to dispute an error in unit sizing, the customer will need to reach out to the place of purchase. We do not have any insight into what the dealer recommended or what the customer originally was interested in purchasing. We do apologize for any inconvenience in this matter.

  Customer Answer

  Date: 06/12/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It’s seems as if the dealer puts it on Mr. Cool and Mr. Cool will place is on the dealer. It’s all good there’s enough here to start a class action law suit. A lot of mad customers to take part in aswell. A lot of people who got screwed. Same as me. When there’s a pattern and everybody are saying the same thing. I wonder 5000 times how many people I can gather. 167 people just on here. I’ve done a lot of research and see a lot of sites and a lot people who complain. I’ll have the attorneys start here with the round up. It’s all good. I’ll see Mr. Cool and stabl power in court. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

  

  Business Response

  Date: 06/20/2025

  We do apologize for the frustration in this matter. Unfortunately, matters related to purchase of the wrong item, it will need to be directed back to the place of purchase. We can assist with matters relating to warranty, operation of equipment, and other similar matters. Please note that every space is different and thus all HVAC needs should be properly sized by a licensed technician through a manual J load calculation. This is because there are many variables at play including but not limited to insulation, climate zone, sun exposure, windows, doors, appliances in a space, and much more. I apologize that you are having difficulties in returning the unit and we can reach out to the dealer to request that they assist on your behalf, but please note that we do not own our dealers and cannot force them to do a return. They are our customers and you are their customer so your frustration is misplaced. As mentioned, we are happy to assist in what ways we can, but as we cannot see their correspondence with you and cannot verify if they actively tried to sell you the wrong unit or even how much you paid for the system, you will need to reach out to them for this type of issue as it was purchased from them.

  If you would like to read more, here is an article from our support center on our website that goes into more detail related to sizing and why we cannot size a product for you: ******************************************************************************************************************