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:01/31/2023

  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.

  Last year, we purchased a multi-zone 3rd Gen DIY system. Installed and it ran great until about two weeks ago. After researching the error codes online, which there is very little information on, I had to call a service tech. Being that they didn't install, they didn't want to touch it.
  The reason we bought the system is because it has a good reputation and a strong warranty; however, the warranty is no good if you can't get ahold of the company. I have called multiple times and left messages and emails. My family is waiting in the cold trying to find out what to do.

  

  Business Response

  Date: 02/02/2023

  Customers voicemail was called back on 2-2-23 as we had been short staffed due to weather conditions.  Customer is currently being assisted and has a direct line of contact with a member of our team.

• Initial Complaint

  Date:01/18/2023

  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 the MRcool unit from lowe's in Oct 2022 ,paid to have the unit installed in late Nov as I have surgery on 10.21.22.
  The unit was installed by a HVAC professional in Late November, The unit was in operation roughly 30day before it quite working and started making a loud clicking noise. I have the HVAC company that did the install come back out to check the unit it didn't appear to have any leaks nor electrical issues as I also had an electrician come out to ensure everything was good as the unit was putting off a weird smell. The hvac tech thought that maybe the board in the outside compress had went bad as the inside unit was still blowing out air.
  
  He stated that I contact Lowes, I called lowes and they told me to call the Manufacture. Which I did. I had to leave a message. A day or so later I got an email with some question ,explaining the situation. It took days before someone got back to me to tell me for me to order the part that they think may be bad and have someone fix it. Then to send them the invoice and receipts. I explained to them I was already out over 1k for the unit,part and to have the unit installed and a service call to diagnosis the problem. I didn't have the fund to cover all of these expense. I asked if they could send one of their contracted service companies out and double check the unit and if parts need to be ordered the warranty then they could do so.
  
  Well let just say that I never head back from them again , I sent a follow up email and still nothing.
  I had to go back to lowes and demand for them to take the old unit back so that I can now purchase another unit. Hope to get my warrant transfer and now pay again to have this unit installed.
  I feel as they should have to pay my invoice for the service guy to come out and pay to have my new unit installed.
  As this has been a nightmare and I Have had to work in a frezzing office for the last 3 weeks as I have no heat !

  

  Business Response

  Date: 01/21/2023

  Customer spoke to a member of our customer service team and since they had had a technician out to the unit, the tech invoice from that visit was requested, but customer was not asked to purchase parts.  Our warranty claims can be started one of three ways.  If customer does not have a technician out or visible/detectable sign of cause of issue, then their information is provided to one of our technicians to assist in finding cause to open the warranty claim.  Otherwise, a direct warranty claim can be submitted if there is either visible/detectable signs of the cause of the issue or if they have a technician invoice from a reputable source.  Customers are not asked to purchase parts or otherwise as the parts are shipped out upon finalized processing of warranty claim.  Since customer had a technician out, then the invoice would have been requested to expedite the process and get her system running.  Since she has now returned the system, we are unable to assist with filing a warranty claim and are unable to provide labor coverage or similar for other brand's systems.

  Customer Answer

  Date: 01/25/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [Provide details of why you are not satisfied with this resolution. Please respond here ONLY]

  I have attached the response from the warranty department asking me to provide the invoice and proof of my purchase. Which you will also see my response to them. That was the last communication they had with me until I filed this complaint. I was supposed to just keep waiting for them before I moved forward with any kind of repair or exchange. It has been freezing cold here, this unit was in my office that I work in for 12 hrs a day. I could not just do nothing.  yesterday I got another email asking me for all of the same information I gave them when I registered the unit. This is absolutely ridiculous that they are able to get away with doing nothing .
  
  
  
  Regards,
  
  
  
  ******** *****

• Initial Complaint

  Date:01/16/2023

  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.

  My issue should be relatively easy, however, I haven't gotten a callback, email or social media response from anyone. I purchased a mini split back in June of 2022 to cool and heat a space in a business and had it installed by a licensed HVAC technician. The issue seems to be from a communication issue between the compressor and the inside unit, I keep getting an error code 1 after the unit is turned on and only after about 5 minutes. I have called multiple times a week for the past month but could not get through to anyone; I was disconnected\hung up on by their phone system (maybe too busy) the first couple times and and even requested an automated call back but no response. The subsequent times I called I had to leave VMs through the sales and customer service line (apparently it is the same?) and very specific that I needed technical support. I have tried to contact them via email and social media but I get no response. I have submitted claims and only get a confirmation email that the case is pending. We have had multiple freezes since the unit stopped working and have lost materials due to them freezing. We have reset the breaker/power and the unit attempts to work but the error is presented and the compressor never kicks on. I honestly just want a phone call to get the process started and think this can get quickly resolved. I would really not like to involve an attorney on the matter but that is my next step if I get no resolution/help from MRCOOL.

  

  Business Response

  Date: 01/16/2023

  Customer's information has been given to a technician and a technician will be contacting them in order to get customer's unit running again or to file a warranty claim if needed. 1-16-23

  Customer Answer

  Date: 01/18/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this response is a good start to resolving the issue.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  ***** *************
  
  
  
  

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• Initial Complaint

  Date:01/16/2023

  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.

  Order Mr. Cool DIY unit on December 3, 2022 through **** *****
  Waited several weeks for delivery
  Shipper notified us of early delivery
  We scrambled and got someone who could move this very heavy shipment to a secure location (it was left on street by shipper)
  Had to call electrician to get on their schedule for installation as shipment arrived earlier than expected,
  Electrician opened all boxes and main component has damage
  Contacted Mr. Cool beginning Jan 8th … customer service only allows voicemail and customer has to wait for them to respond.
  They looked at photos and say shipper is responsible.
  They refuse to direct ship damaged component and expect customer to return unit to **** ***** and start entire process again. It is not right for us to have to request a refund from **** ***** and place a new order. This means waiting another 3-4 weeks to receive it Winter will be over by the time we get this product installed.
  
  We just want damaged component shipped.

  

  Business Response

  Date: 01/16/2023

  Spoke to customer on 1-13-22 and customer was informed that they would need to contact **** ***** in order to exchange this for an undamaged system.  There was visual damage to the box caused either during shipping or at the **** ***** warehouse.  **** ***** stocks some of our products in their warehouses and we saw where this system was an order placed directly with **** ***** who would have staged the pallet and shipped it to the customer.  Due to the damage during shipping, this system should be returned to **** ***** in order to have them do a return/reorder for a new undamaged system.

• Initial Complaint

  Date:01/13/2023

  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.

  In August of 2022, I ordered from a sub company, Ingrams Water Heat and Air-cConditioning a new furnace, a/c condersor and evaporator coil. They showed to have it all in stock but jet I waited over a month for the shipment to get to me. The total purchase price was about $2,200.00 including sales tax.
  The unit was installed and then the heating season started. The furnace will not heat properly. I am a retired HVAC technician and I tried every trick in the book to get the unit to heat properly with no progress.
  Since I no longer have my license, they want me to hire a licenced technician to evaluate the problem. Trouble is, with their reputation, there is not a technician within 75 miles of me that will look at the unit.
  My first contact with Mr. Cool was by email on October 17, 2022. I received a auto response with a reference number 0f ****** I never did receive a response. I finally called them on Jan. 11, 2023. explained what was going on, provided a photo of evidence of failure and they explained to me that this is normal. I showed the photo to a friend that works on HVAC and his comment was, no, this is not normal and the furnace is not safe.
  We both agreed of what the problem is.
  Now, they refuse to have any contact with me at all. I started to read reviews and complaints about the company. Many dissatisfied customers up to and including licensed installers that want nothing to do with them. Possibly you can help with the situation before I pursue a attorney. The email address I have is [email protected]
  Please look at the photo and notice that the metal around the heat exchanger is glowing only in one spot. This is not normal as well as dangerous. Not to mention it does not allow the furnace to function properly. This is only on one of the four burners.
  I would like a refund which would include them paying return freight.
  Respectfully,
  ******** ** ******

  

  Business Response

  Date: 01/16/2023

  Customer's information has been given to a technician and a technician will be contacting them in order to get customer's unit running again or to file a warranty claim if needed. 1-16-23

  Customer Answer

  Date: 01/20/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  They responded with a question of "Is there enough combustion air?"

  My response was "There is plenty of unrestricted combustion air.
  As far as I am concerned after reading about 1,000 reviews about your products and related problems, your products are not worth the value of shot and powder to blow them up.
  Your product is one of the biggest mistakes I have ever made. 
  Not to mention, a e mail that I sent in on October 17, 2022 has yet to ever be answered.
  Three months?? Ridiculous!"

  I was informed that a replacement part was sent out . I have yet to receive it. This was sent out from Ingrams Water and Air. I am hesitant to say that it is my experienced opinion that the part that was sent will not fis the problem. 
  
  
  
  Regards,
  
  
  
  ******** ******

• Initial Complaint

  Date:01/13/2023

  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.

  Have contacted Mr cool numerous times via email support and got no response. Finally waited through their circus support call line. Got a call back a few days later and he said would send a tech out and he would call to schedule warranty service. Have never received a call from tech and get no response from Mr cool. This is unacceptable service. Stay away from this company. There are many other brands through traditional dealers.

  

  Business Response

  Date: 01/16/2023

  Customer's information has been given to a technician and a technician will be contacting them in order to get customer's unit running again or to file a warranty claim if needed. 1-16-23  We do not have technicians in the field, but one of our in house technicians will be contacting the customer to resolve this.

• Initial Complaint

  Date:01/09/2023

  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.

  We bought 3 split units heat/air for our home with a 7 year warranty. We purchased them 06/21 and they all stopped working in 11/22. After phoning and emailing. multiple times only one person got back to us saying she had covid. During December we had 3 days of 27 below zero weather and as of today Jan. 7th 2023 no one has made any effort to get back to us.

  

  Business Response

  Date: 01/10/2023

  Customer's information has been given to technician and technician is reviewing and contacting customer to assist 1-10-23

  Customer Answer

  Date: 01/12/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
  
  
  
  Regards,
  
  
  
  **** ******

  

  Business Response

  Date: 01/24/2023

  Customer spoke with technician by phone on 1-10-23.  Customer was instructed to have system serviced and refrigerant levels checked as indications point to low refrigerant levels in the unit.  Our warranty does not cover refrigerant costs.

• Initial Complaint

  Date:01/06/2023

  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.

  Mr cool offers a 10 year warranty. Had a condenser failure on one of 7 units I’ve purchased from them. Seriously been leaving messages for a week and leaving emails. No luck. Can’t get through to anyone. Looks like this is really normal.

  

  Business Response

  Date: 01/06/2023

  Customer was reached out to on 1/6/23 for further information in order to assist with troubleshooting or filing a warranty claim.

• Initial Complaint

  Date:01/06/2023

  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 had an ongoing issue with MRCOOL split unit since October 2021. At first a MRCOOL technician, did reach out with possible troubleshooting solutions shared to us. I had hired a local technician to come to my house and check out the issues – the local technician confirmed that all possible solutions met the requirements, and it potentially could be a faulty unit. The unit had been flashing an error code and not working properly. Fast Forward to December 2021 – and now the unit doesn’t even turn on. Rather than go back and forth waiting for a MRCOOL Tech to reach out, I contacted the same local Technician – and he advised me that he believe it is either the motherboard or the condenser unit which is faulty. He also advised me that he should not touch the unit because it will than void the warranty. I purchased the system back in April 2021 – and there is currently a five year warranty on the products – from MRCOOL. Finally on 12/30, we received a call from a MRCOOL technician who based on all the information shared - said that he would send out a new motherboard / condenser unit for us but needed some information which he would email - never received a email and we're back at square one with non response from MRCOOL. This is the main source of heating for my toddler room so it’s incredibly troubling that the company does not even respond to emails / calls / social media messages – when the unit is still in warranty. I am at my wits end and do not how to get any resolution from the company.

  

  Business Response

  Date: 01/09/2023

  Customer's information has been submitted to our technicians and they will be reaching out in order to assist the customer 1-9-2023.

  Customer Answer

  Date: 01/16/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  We have been contacted by MRCOOL on 1/9 after submitting the complaint to BBB - we immediately responded with all information they need to replace the defective parts. They sent the request to their shipping department and now we are back in a waiting game of getting them to send the parts because of staffing shortages - please see the attached correspondence. 

  It is the middle of the winter, and we have been dealing with this issue since OCTOBER 2022. MRCOOL lacks the most basics in customer service and it is extremely disappointing to think that companies can just operate this way without repercussions. Anything the BBB can do to help facilitate expedited shipment of replacement parts would be helpful - this is the main heat source in my toddler's bedroom and it's below freezing in the NORTHEAST and middle of WINTER. I am exploring my legal options if the BBB / MRCOOL can't figure out how to ship out the replacement parts as promised. 

  
  Regards,
  
  
  
  *** ********

  

  Business Response

  Date: 01/21/2023

  Warranty claim was sent to warranty department after speaking with customer.  Hold up due to provided serial numbers from customer not being accurate and missing a digit.  Requested picture of condenser serial number was blurry and unable to make out serial number.  After some digging, we did find customers order and related serial numbers so was able to process the order.  Also waved $260 dollar shipping charge due to the inconvenience and delay.  1-21-23

• Initial Complaint

  Date:01/03/2023

  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 purchased and installed the DIY 3rd gen in January of 2022. It has worked good until a week and a half ago, it quit heating. I paid a HVAC company to come out and take a look at it because I could not get ahold of anyone at this business, I still have yet to get ahold of anyone. The HVAC company did get ahold of them and told me I would be getting a call back from them on how to resolve my issues. It has been 3 days since I was told this. It has been a week and a half since the unit has worked and I’m having to run a plug in space heater to heat the room. I installed this unit in our dog room which houses over $30k in champion show line Dobermans. This company is a joke, a waste of 2000 dollars and false promises.

  

  Business Response

  Date: 01/04/2023

  Customer and their technician were both contacted by tech support on 1-4-23 and has been submitted to warranty.

  Customer Answer

  Date: 01/06/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  ***** ****
  
  
  
  

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