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: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: ******************************************************************************************************************

• Initial Complaint

  Date:02/27/2025

  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.

  paid $1700 for the mr cool mini split diy unit. I've had it for less than 2 years and the ac coils leaked. Causing all the refergerant to go. The unit went bad in less than 2 years. I called mr cool. They said the need evidence that the unit isn't working..... and that I need to get an ac guy to test everything. I called all the ac people in my area , no one would come out. They said mr. Cool is junk and they won't work on it. Finally paid someone $200. To look at it. Mr cool said they needed pictures and a video. We'll, sent that in too. Now they had no more excuses. Warranty said fine they will cover the parts but we are responsible for the $800 labor. We'll, now I still have NO PARTS FROM THEM , AND THEY REFUSE TO RESPOND TO MY EMAILS OR CALLS.

  

  Business Response

  Date: 02/27/2025

  Very happy to have successfully reached this customer.  The replacement part will be shipped out to the customer today.  I have provided *** ******* with my direct email for any future issue that there might be. 

  Thanks so very much.  

• Initial Complaint

  Date:02/07/2025

  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 bought 2 mini split units from Mr cool 1 is a 110 and 1 is a 220 I was told I was getting 2 diy units with pre charged line sets, I was even talked into buying extra cans of coolant as well as extra feet on line set and everything needed to hook up. Once I received the units I had to contact a hvac company to hook them up because they was not diy units and both units had to be serviced as well as completely charged costing me hundreds of dollars. I have had both units serviced since installation by lisence and certified hvac techs. I recently had one unit go down due to the compressor failing, the company did send me another unit, but now my other unit is down saying the same thing the other unit said p4 error code. The tech who came out said the compressor is out of my other unit, someone was supposed to call me but I haven’t heard from anyone. so now I am out hundreds more having it serviced and it’s still not working. So I am hoping Mr cool can fix my issue. People are selling these units saying they are diy and they are not as well as the products are not lasting very long at all. I am just hoping someone will contact me so we can come to a solution. I am a mother of 4 kids and I can’t afford to buy another unit. Please help.

  

  Business Response

  Date: 02/11/2025

  I apologize for any inconvenience. At this time, we are awaiting the customer's serial number in order to assess how we can assist further.

  Thanks so very much.  

  
  

• Initial Complaint

  Date:01/07/2025

  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.

  Dear Better Business Bureau,
  
  I am writing to file a complaint regarding my recent experience with Mr. Cool and their multi-zone system, which cost close to $4000.00 and was purchased in October 2024. I underwent surgery on November 4th and only recently installed the unit, following all instructions in the manual. After completing the installation over a couple of days, we turned on the unit, only to encounter an error code "PC 03."
  
  We reviewed the manual multiple times to ensure we hadn't missed any steps and then called Tech Support this morning, speaking with *****. She mentioned that a technician would call us, but no one called all day. I tried calling back later in the day, but there was still no one available to address our issue. I explained that the unit is installed at a remote cabin and that we won't be back for some time, leaving us without heat that the unit was supposed to provide. ***** responded dismissively, stating that everyone who calls tech support lacks heat or air conditioning.
  
  I asked for a timeline for when we would receive a callback, but ***** did not have an answer. I then requested to speak to her supervisor and was connected with ******. Unfortunately, ****** was also unable to provide any information on how to fix the unit or when someone would be available to help. She stated that we were "in the queue."
  
  I repeatedly asked if there was any estimate on when a technician would be available, but ****** did not know. I also inquired about the warranty and service process, but ****** had no answers other than to say someone would call me "at some point," without specifying days, weeks, or months. Given the remote location of our property and the fact that I live hours away, I need a technician to come out or return the unit since they cannot provide any solutions.
  
  Lastly, ****** ended our conversation with a snarky "Have a blessed day." This dismissive attitude is unacceptable and clearly reflects a pattern of poor customer service.

  

  Business Response

  Date: 01/10/2025

  Customer is being assisted currently and is traveling to the cabin this weekend to swap connections which may have been installed improperly. Due to weather conditions, we have many customers calling in and try to treat everyone fairly by addressing them in the order that they are recieved.

• Initial Complaint

  Date:11/27/2024

  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.

  On November 21st, I contacted Mr. Cool twice that day. I called their customer service line and sat on hold over an hour and then was forced to leave my name and number for a call back and after waiting all day and not hearing back, I called again and this time I was able to get through to a cs tech, he took all of my information and advised me that the warranty department would be calling me back after he filed the warranty claim. I asked if they would be calling me back that day or how long it would take to hear back? He couldn't give me an answer and said he didn't know how long it would take. I'm now sitting on day 5 and I've still not heard back from anyone. I also asked if I could purchase a new control panel myself and have them refund me for the parts and he said no, it doesn't work that way. That we have to wait on them to send the part directly to me or they will not cover or back the warranty. If you are not going to allow your clients who have spent thousands of dollars on a system that fails within a year and a half to purchase the parts, the least you can do is to have them contacted immediately and the parts sent out overnight. We purchased the Mr Cool Universal Series 4/5 ton unit for over $5,000. We have our HVAC technician on standby waiting for us to get the part. We were also advised that the warranty department would have to trouble shoot the problem with us after having a licensed HVAC contractor out to diagnose the unit already. You can see where the unit has burned the wires in the control panel. There were black flame burn marks on the inside of the panel control box. We would like an answer on if they are even going to back their warranty because if not, why am I still sitting here waiting for a call back? It's now Nov 26th at 4pm and I've heard nothing. We don't have a backup heat source and we are sitting in a freezing house that we can't do anything with until they call us back and they can't seem to be able to do that.

  

  Business Response

  Date: 11/27/2024

  Warranty replacement has been sent to the customer.

  Thanks so very much.  

• Initial Complaint

  Date:08/28/2024

  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 father in law bought us a new mr cool HVAC unit in 2020 the blower motor went out early June 2024. On June 25, 2024 Mr cool received our warranty claim they agreed to warranty the part (blower motor) on 08/19/24. On 08/27/24 we made multiple phone calls left multiple messages & emails it took all day to speak to any of these individuals listed (just notes of some of mrcool employees we’ve dealt with along the terrible journey)
  *****- customer service representative
  *****- customer service supervisor
  ******- lead technician
  ****-warranty
  ****- customer service representative lead
  ****s supervisor- *****
  Highest supervisor- said out of stock unfortunately & cannot give name out
  
  Just for them to tell us our Technician can search for the part and can bill Mr cool for the it. Which our technician isn’t wanting to do because of the trouble we’ve had even getting to speak to somebody from Mrcool.
  10/16/24 is the ETA on part
  Part number ********** (Blower Motor)

  

  Business Response

  Date: 08/30/2024

  We are working with this customer and have offered an option and suggested they reach out to the vendor if they don't accept the option from MRCOOL.

  Thanks so much.  

  Customer Answer

  Date: 09/04/2024

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