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:01/03/2023

  Type:Customer Service 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's support department doesn't ever answer. You call, wait on hold for what they say is the sales/support line (option #1) after waiting on hold for anywhere between 10 and 30 minutes a sales message recording asks you to leave a message for sales. I'm not calling for sales, I'm calling for support
  
  If you ask for a call back either on the recording or by using option #0 they don't call back, ever. They simply appear to not have customer support.

  

  Business Response

  Date: 01/04/2023

  Customer was contacted on 12-28-22 to answer a question that they had regarding their dust caps.  Also attempted to contact customer again on 1-4-23 after seeing complaint.  Was unable to reach them and emailed them to open the line of communication in order to resolve the issue.

• Initial Complaint

  Date:12/27/2022

  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.

  Two units have stopped working. The main unit is now faulting out.
  We paid over 4000.00 for this system. The system has been installed less than 6months now. I have tried to contact Mr Cool for the last 4 months.
  No call backs. No emails returned. Nothing has been done by the company. I have called several times. Now we are in the hard freeze and the system is down. Im done waiting and trying to call. I want an entirely new system or the company to pay for a contractor to come fix the system.
  The system was installed by myself a master electrician. My father also helped install the system, a retired HVAC installer.
  As I sit here typing this, the system system started up and ran for 5 minutes.

  

  Business Response

  Date: 12/29/2022

  MRCOOL technicians have reached out to the customer 12-29-22 and are working to resolve the issue.

• Initial Complaint

  Date:10/26/2022

  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.

  My issue should be relatively easy, however, I haven't gotten a callback from anyone other than sales when I really need technical support. The issue seems to be from a fault in one of the line sets which was working fine for 6 months until it developed a leak and I lost all my refrigerant. I called during the week of Oct 16th a couple times (Wednesday and then Friday) 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 very specific that I needed technical support. I finally get a call back after my third call on Monday Oct 24th, but it was from sales which wasn't helpful, so I called the operator and finally got them to pass along a message to tech support.
  
  I was warned that while they may be able to help with the connector/line set issue, they would not comp me for the lost 410a fluid even "if" (I am keeping an open mind) it was a hardware/manufacturer error on their part. That doesn't sit well with me; that is like saying if a faulty motor caused the fan in the condenser to break, Mr Cool would only replace the motor and not the fan which was directly affected by it. Responsibility should be accepted in these situations.
  
  I have been waiting nearly a week now, and even though I called multiple times this week, every time I get through to an operator they tell me I need to be patient and wait. Not to sound cliche a la GOT, but winter is coming and I installed Mr Cool to replace my old propane furnace heat. I have no Mr Cool service partners near me according to their website map, and the HVAC company I called recently has no idea how to service their proprietary line sets. I honestly just want a phone call to get the process started and think this can get quickly resolved.

  

  Business Response

  Date: 10/31/2022

  Customer was contacted by tech support and will receive a new line set through warranty

• Initial Complaint

  Date:10/26/2022

  Type:Customer Service 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.

  We purchased a gas forced air furnace from Mr Cool and received the furnace as indicated by the company. However, after a short time using it, the unit stopped lighting and staying lit. I contacted customer service and was told that because of the code indicated on the motherboard, I had to have a licensed contractor look at it. We live on a remote island and I am not able to get said contractor to come to our house. I am a retired hvac tech but they refused to give me any information to facilitate checking the furnace. So I have a new furnace that doesn’t work, with no information on how to make sure what is wrong with it, or what they even cover. Very sorry I made this purchase because now I need to attempt the fix without their tech helping. Never again. Wouldn’t recommend this product line

  

  Business Response

  Date: 10/31/2022

  Customer is in contact with tech support working on resolution 

  Customer Answer

  Date: 10/31/2022

  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.
  
  
  Regards,
  
  
  
  *** ********* 
  

  That is false. I contacted them but was told I couldn’t talk to tech support because I wasn’t a licensed contractor. No information was provided to remedy the problem. As stated in the complaint, I am unable to get a licensed contractor because of my remote location. It is obvious that the complaint wasn’t read except to get information needed to make the false statement 

  

  Business Response

  Date: 11/02/2022

  Customer was contacted by MrCool tech support on 11/1/22 and is working with tech on solution 

  Customer Answer

  Date: 11/02/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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,
  
  
  
  *** *********
  
  
  
  

  ---

  
  I in fact did get a call but from an young man who by his own admission had minimal experience with his job. All he could do was look up in his computer what may be the problem. Waiting on a part that I had to pay for from another vendor in an attempt to fix my problem. Part is to arrive on Tuesday the 8th of November so will see at that point if it fixes it. Very substandard warranty at best 
  
  
  
   
  

• Initial Complaint

  Date:10/17/2022

  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 DIY mini split HVAC unit in May. It was installed in June by a professional HVAC technician. Condenser froze up after only a few hours of use and stopped blowing cold air. Technician spent almost an entire day troubleshooting and talking to Mr. Cool technical department on phone. Mr. Cool sent me a replacement unit and it did the exact same thing. So I am out $1,400 in HVAC technician fees, $3,300 for the purchase of the unit and three months of lost income on this airbnb unit. I've asked for a full refund from ******* **** ****** where I bought the unit. They said it was up to Mr. Cool. Multiple follow-up emails to Mr. Cool have not been responded to.

  

  Business Response

  Date: 10/19/2022

  Customer was contacted on 10/18 with a resolution for service issue. 

• Initial Complaint

  Date:10/17/2022

  Type:Customer Service 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.

  tried several times to get technical support for my mr cool universal series heat pump/ air conditioner unit.
  been messaging company, and calling for months and didn't get any help for my issues and when i did have some correspondence through emails they gave up or the tech support person quit. It looks like they redesigned unit again and my manual is no longer up to date and it is wired differently then what updated manual shows. it seems like the unit i received did not work so they went back to the original way it was designed. my unit will not function correctly when it is wired the way the manual i received shows .(dated 3/26/21) new manual is dated 10/25/21. unit works as it should for heat and cool until i hook up the defrost wire then indoor unit fan will not function. also noticed this morning since it is finally cold enough, defrost mode does not function and my unit was frozen and frosted up to the point it would not flow through condenser. this is without D wire hooked up (defrost wire), but when D wire is hooked up it will give me an H4 fault code, due to the indoor fan not functioning and system has overload in pressure since inside fan is not functioning with the D wire hooked up. the old units and the new units use the W1 wire for defrost. the unit i have does not function hooked up like this and i did try hooking it up to w1 wire but this is used for control from thermostat when auxiliary grid heater is used on my particular unit. Im using this unit to heat my home and need heat in the winter months. but there company does not seem to care or think its urgent when people rely on their product to heat there homes and the product not function as it is supposed to .there staff is not knowledgeable enough or not trained enough to diagnose there own product. they do not care enough to look into the situation to research the problem and to resolve it. I would like the parts to make my unit function.
  it is not wired incorrectly.

  

  Business Response

  Date: 10/17/2022

  Customer was contacted by MrCool tech support on 10/17/22 customer informed tech support the issue had been resolved 

  Customer Answer

  Date: 10/18/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I am trying out unit to see how it will work and will talk to mr cool tech again if problem is still happening but cannot be sure that unit works correctly until it is tested in colder weather. would appreciate help with issue if unit is still freezing up and not functioning as it should. 

  thanks for finally getting back to me I hope you can grow your tech support portion of company to better help your customers. 
  
  
  
  ******* **********
  
  
  
  

  ---

  
  
  
  
  
   
  

• Initial Complaint

  Date:10/11/2022

  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.

  Bought DIY 18k through ****** about 11 months ago. Unit is still under warranty. The unit worked for heating but in August 2022, it gave an error message when we tried to use air conditioner. Have been trying to contact mr cool customer service since August. Phone calls go to answering machine and never gets a response to messages left. Emails also not answered.
  Trying to contact customer service/technicians to get the issue resolved.
  No contact since August.

  

  Business Response

  Date: 10/14/2022

  MrCool tech support has reached out to the customer by both email, and phone. We are waiting for the customer to contact us back to troubleshoot

• Initial Complaint

  Date:10/07/2022

  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.

  Bought a DIY unit from them. After just a few months the unit stopped blowing cool air. We hired our own HVAC to come out because there was no error code. After working with them they sent what they thought was the problem, but it was not. Our tech said it is a just a bad unit and all we want is a replacement or some sort of refund (really I don't want their unit, I will go through another company). Just talked with them and they want us to pay for our tech to come out again and get more readings.

  

  Business Response

  Date: 10/07/2022

  Customer was contacted on 10/7/22 by MrCool tech support, Customer will need to provide information regarding pressure readings for tech support to complete warranty process.

  Customer Answer

  Date: 10/10/2022

  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 provided readings multiple times.  There is no direct number to call so we are at their mercy for when they choose to call us (even though they say they will call at a certain time).  We cannot afford to keep having a tech come out when Mr Cool fails to help us.  It over $100 an hour for a retired woman who cannot afford to keep having a tech come out for Mr Cool to guess at what the problem is.  Our tech that we pay for has said it is a faulty unit and we have given Mr Cool everything we have.  They are a rip off and I will also be contacting the attorney generals office in both ******** *** **********.
  
  
  
  Regards,
  
  
  
  ******** *********

  

  Business Response

  Date: 10/14/2022

  Customer is in talks with MrCool tech support, and is working with techs for resolution