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:08/28/2024

  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 have a three zone 27000 system that does not function properly and I can not get anyone to help resolve the issue.
  1 - the heads take turns freezing over
  2- I have put in three online request for technical service
  3- I have used the call back feature for service 2 times with no call back
  4 - I have been on hold waiting my turn in the "que" three times, once for forty minutes then being hung up on, once for 2:23:00 minutes and another time for over an hour.

  

  Business Response

  Date: 08/28/2024

  I have increased the urgency of the ticket and asked a CSR Supervisor to reach out to the customer.

  Thanks so much.  

• Initial Complaint

  Date:08/27/2024

  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.

  Mrcool DIY gen 3 unit leak in outside cooling coil. Inspected by certified service tech who indicates this leak cannot be welded. Tried to go through Mrcool contact to resolve. Spoke with service rep on July 25, but never heard from them again. Tried again with their online web submitral and again by phone in mid August. No response. This is the worst company and the worst product I have ever dealt with. I want the outside unit replaced with a functional unit, I’m out $3300 plus another 750 to repair first leak in another section of the outside unit and recharge, plus another $ 387 to diagnose the leaky coil in the outside unit that is the current problem. This company needs to go out of business!!

  

  Business Response

  Date: 08/30/2024

  MRCOOL Tech Support reached out to the customer and never got a response.

  Thanks so very much.  

• Initial Complaint

  Date:08/26/2024

  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 had a slow leak in 12k mini split system. No HVAC technician wanted to come check my DIY for leaks during the busy hot Texas money making months. It took MrCool over 2 months of going back and forth (also being ignored several times and having to call or email different people to find out why my support tech stopped responding) and me spending hundreds of dollars in various equipment and well over 20-30 hours of my husband and myself in the stifling heat trying to find the culprit leak (which we finally did) to finally get a warranty replacement for the indoor unit. They said they were sending a new header unit, but when I asked about new lines, they said they were only sending items damaged needing warranty replacement. They took a YouTube person hiring an HVAC person to NOT find a leak and sent him a new unit WITH new lines. In fact, other commenters stated the same. Per MrCool the precharged lines can only be installed once so I can’t reuse my current ones on the new indoor header. Therefore, they should also warranty the lines as well as the reason they are having to be removed is to replace for warranty. I have already spent so much trying to find the leaks. It’s like they are punishing me for using the warranty.

  

  Business Response

  Date: 08/30/2024

  We are sending this customer a line set.

  Thanks so much.

  Customer Answer

  Date: 09/05/2024

  
  
  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. It’s a shame that I had to file a complaint with the Better Business Bureau to get a satisfactory resolution, but I’m grateful to finally have it.
  
  
  
  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:08/20/2024

  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.

  Mr cool sold a damaged product and told us to install anyways because the warranty would cover it. The hvac unit came with a cracked pan. With dripping that started after installation the homeowners floors were destroyed. After two weeks of back and forth with this horrible company they will not help us whatsoever and say it was an installation error which is clearly isn’t and they won’t say what the installer did wrong. They point the finger elsewhere and do not follow through with their posted warranty on their website.

  

  Business Response

  Date: 08/23/2024

  When the unit was shipped to the customer the customer said the condenser was damaged and the fins were damaged MrCool advised that we could replace that unit and the customer refused to wait for another unit to arrive and chose to keep that condenser. MrCool Tech support never had the chance to trouble shoot with the installer. Tech support was told by the installer that everything was installed right but there were a few things tech support could have tried to stop the leak. When the unit started leaking the customer chose to keep running the system with installing a bucket under the unit to catch some of the water. Tech support wanted to try changing the P-trap to a different configuration and the installer refused to even take any suggestions from MrCool Tech department. Customer wanted a full refund and was not going to give us a chance to make things right.

• Initial Complaint

  Date:08/02/2024

  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.

  mr cool said I have a warranty on my hvac unit. however when I called on point who they say does the warranty - says the issue is not covered because it occurred within the first 90 days therefore labor is not covered. the problem is the unit was not working from day 1 - tech support thinks it is the temperature sensor. I expect warranty coverage from day 1. On point won't service the unit.

  

  Business Response

  Date: 08/02/2024

  We have attempted and are attempting to troubleshoot with the customer.  If she is willing to take some certain steps we can try to figure out what warranty part is needed and proceed accordingly.

  Thanks so much. 

• Initial Complaint

  Date:07/22/2024

  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.

  I bought a heat pump ducted diy with loaded lines from ***** and was told by mr cool I have a ten year parts and labor warranty. I have been working with mr cool tech support but the work needed is beyond me and I need a tech sent out. I have had the unit only a few months. it is set up correctly. they keep telling me my warranty is with ** ***** but when you call ** ***** nobody answers the phones and it hangs up on you. I tried to register online but they emailed me and say I don't have a guardian warranty. I tell mr cool this and they say - call ** *****. I CANNOT CALL ** ***** THEY DONT ANSWER AND THEY SAID I DONT HAVE A WARRANTY. I asked mr cool to call ** ***** and straighten it out and they won't.

  

  Business Response

  Date: 07/25/2024

  We have assisted customer by doing a conference call with her and ******* and she is being continually assisted at this time through *******.

  Thanks so very much.  

  Customer Answer

  Date: 07/25/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I got a text from ** *****. they are insisting that the diy system had to be installed by a hvac installer and that I have to provide the installer number. they are also insisting on me sending over the actual reciept of purchase - not a cell phone screen shot. I did not send over a cell phone screen shot it is the actual receipt from ***** online order. they also say the receipt has to be more detailed with the part numbers etc. - again I sent over the receipt I have from ***** - I have nothing else to send over. they also want multiple pictures taken of all the connections - however that would involve crawling under the house and that is ridiculous.  they also want a video of what it is doing - again ridiculous - im supposed to have someone go take video showing cold air not coming out.  please contact ** ***** and get a tech sent out. I am not going to do their job for them over text - that was not part of the warranty. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 08/05/2024

  I do apologize for this inconvenience.  We can certainly help with assistance from a MRCOOL In-House Technician.  Unfortunately, MRCOOL does not provide a service wherein a technician goes to the install address.  That service would come from ******* and I do apologize for the inconvenience as to what they require before coming out.  I would be more than happy to put the customer back in-touch with the service from a MRCOOL In-House Technician.  Thanks so very much and again, I do apologize tor the inconveniences related to this matter.  

• Initial Complaint

  Date:07/19/2024

  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 have 4 Mr. Cool Mini Split units. One of them presented an error code on June 20, 2024. After multiple contacts by telephone and email, as of July 18, 2024 the part which the company confirms is under warranty has not been shipped and they have not given me a date on when I can expect the replacement part.
  
  They do not reply to email and it is taking over a day for them to return calls when you select the option to hold your place in line and have them call back

  

  Business Response

  Date: 07/19/2024

  Customer's order was placed today for his Warranty Replacement and shipping was waived and we did a ship today to make sure it goes out.  I will provide customer my direct email address so if he has any future issue he can reach out to me directly.

  Thanks so very much.  

• Initial Complaint

  Date:07/17/2024

  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.

  Purchased a mrcool from ***** on the 3rd of july had it install by my ac guy on the monday the 8th when he turned it on ran for about 10 min the shut down with code of el 01. He followed the trouble shooting procedure to no avail. He call tech support was put on hold then left call back number no one to this day has called. I called on the 10th reached bobbie told her the problem she told me they were busy and it may be awile for tech support but she would have them call me this was 3 working days ago. To this point have not heard from anyone and still no air from a new unit. Had i checked BBB before i purchase i would not have purchase. I paid 170 to my ac guy mainly so i would not have these problems. I just want it problem taken care of. Thanks, ****

  

  Business Response

  Date: 07/18/2024

  Warranty order for a replacement Outdoor Board placed yesterday 07/17/2024.  The customer has been provided the reference number and will be provided tracking as soon as it becomes available. 

  Thanks so very much.  

• Initial Complaint

  Date:07/12/2024

  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.

  The Mr Cool mini split HVAC unit I purchased worked great for about 4 months in air conditioning mode. Then it would not heat well in the winter I just thought maybe the heater wasn't rated high enough. Then the beginning of the next summer it wouldn't cool at all. I had my HVAC technician come look at it and he said either the main compressor was bad or the main motherboard was not communicating properly telling the compressor to come on. It had been less than a year from purchase so I filed for a warranty repair/replacement. Mr Cool's warranty department would not respond for months, then finally asked me for serial number info then again won't respond at all and refuse to do anything about. Completely useless piece of equipment that cost over $1,000 failed in less than a year and company won't do anything!!

  

  Business Response

  Date: 07/12/2024

  Talked with customer on the phone.  I provided him with my direct email address and revised the support ticket to include his email address instead of his technician's.  The customer will now be able to communicate directly to the Customer Service Manager at MRCOOL.  He is going to get with his tech to find out a time when his tech will be able to be at the unit and I will schedule a TIF (tech in field) so that a MRCOOL In-House Technician will be available to troubleshoot through a phone call.  

  Thanks so very much.  

• Initial Complaint

  Date:07/12/2024

  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 24k and 9k systems in January for heating and cooling in my home. Systems worked effectively during winter heating the home. Switched to cooling in May when outdoor temps increased. 9k system worked fine but 24k (primary for the home) did not blow cool air and displayed an ELOC error code (no/low refrigerant). Through troubleshooting with Mr. Cool technicians over the phone we determined the condenser internally leaked the refrigerant. I was sent a replacement system in response. New system was installed and again showed the ELOC code. Technicians had me prove there was refrigerant in the system which there was. In response they said it might be the indoor air handlers motherboard or temp sensor so they sent me replacement ones. After receiving and replacing the new parts the systems still showed ELOC code. Additionally the copper refrigerant lines were condensing water on them during operation but no cold air was coming from the air handler while selected on “Cool” mode. Technician did not know what could now cause the issue so they said they’d refer me to warranty department for a replacement system again. This last communication was on July 1st. I have emailed several times, called multiple times, waited on hold and requested call backs each time. I have not gotten a response from customer service, support technicians or warranty specialists.

  

  Business Response

  Date: 07/12/2024

  I have tried to call the customer and left my direct email for him to email me to give me a time that I could speak to him on the phone.  I have upgraded him to a *****************  

  I will recommend that he saves my direct email address for any issues that he has now or in the future.

  Thanks so very much.

  Customer Answer

  Date: 07/15/2024

  
  
  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.