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:07/01/2024

  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 a dual zone Mini Split. One of the remotes does not work. I called customer service and they gave me a procedure to preform to pair the remote but it did not work. I was told that the issue would be sent and a technician would call. 2 days and I have not heard a word. If I had read the reviews on the poor customer service I would not have purchased this brand. Stand up to you commitment and provide the service I was promised when you took my money.

  

  Business Response

  Date: 07/02/2024

  Customer has been reached out to in order to resolve issues with the unit. 

  Customer Answer

  Date: 07/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I can't see the response in the email chain or on the BBB system.  My unit has not been repaired or any parts received for the DIY repair.  I still can't get anyone on the phone when I call although I did finally get a call back from a person who was relaying a msg from the tech and an email saying the warrantee has been approved.  I'm sorry to be such a pain but if I purchased the unit with an understanding that the company would not get paid until it was up and running, I'm sure I would get better responses.   I do have to give credit to one lady who responded on FB at 8Am on a Sunday morning.... but no action yet only promises.  My AC is still not operating.  
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 07/11/2024

  I have reached out to the customer to try to resolve the issue.

  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. 

• Initial Complaint

  Date:06/28/2024

  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 purchased my unit brand new in Aug 2022, unit has been working up until last week. No we are without an AC unit and not receiving any responses from Mr. Cool.
  
  I have attempted to contact Mr. Cool's warranty department multiple times due to a failed blower motor on my AC unit. I submitted the request online on 6/23/24 and called to follow up on 6/24/24. After being on hold for approximately 45mins I finally got a customer service rep who ask for my email and says, yes we have your ticket and will forward to a tech to contact you. It is now 6/27/24 and I've received no update.
  
  I replied to the email requesting an update, and I also called back for their tech dept, held on for 20+ minutes and nothing, pressed the star button to get called back and if you've heard from them, I have.
  
  Do yourself a favor and buy a brand that your local HVAC supplier supports.
  
  Upon looking into other reviews and complaints, I see this is a known issue with this company.
  
  I have ordered the part needed from a local Dealer since, who knows when or if I'll ever get a response from Mr. Cool warranty. At this point, I want a refund for the money I've had to spend on the part, that should have been supplied to me free of charge.

  

  Business Response

  Date: 07/02/2024

  Customer has been sent to warranty to process claim for warranty part. 

  Customer Answer

  Date: 07/03/2024

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

  I received one message from warranty stating they can’t reimburse me for the blower motor I purchased from their dealer to get my unit back going.  If they responded in a timely manner I would not had to purchase a motor. I have since asked that they send me a replacement and I’ll work with the local dealer to get a refund. 
  

  I have not received any reply. 
  

   

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

  

  Business Response

  Date: 07/05/2024

  We have processed the claim for the blower motor to be sent through warranty.

  Customer Answer

  Date: 07/11/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID *********

  Mr. Cool would not refund me for the new blower motor I purchased. All I could get from them was a warranty part., there was no charge for the part, but it took over a week to get the first response and about 2 weeks to get a part. 
  

  Just be aware, if you purchase a part they won’t reimburse you. Also plan to wait weeks to get anything. 
  
  
  
  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:06/28/2024

  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 tried multiple times to get ahold of tech support, sales and the warranty dept at Mr cool and could not get anyone to answer after sitting on hold and leaving a call back number. The unit I have has a bad compressor wich is drawing 22amps and will not pump. The unit needs to be replaced due to a bad compressor. The unit was making a lot of noise for about a week before total failure. Seems Mr cool doesn’t want to sell or warranty anything since they don’t answer any of their phones. I would like to get the outside unit replaced and installation can be handled by myself.

  

  Business Response

  Date: 07/02/2024

  Customer has been reached out to in order to resolve issues. 

• Initial Complaint

  Date:06/26/2024

  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.

  We purchased a Mrcool diy mini split unit on 5/23/24 through Lowes. The unit was delivered on 06/05/24. The unit was installed on 06/19/24. When the unit would not turn on we had a HVAC specialist come to our home and confirm all wiring and installation was correct, as this was a DIY unit. I called MRCOOL customer service on 6/19/24 and navigated through the automated menu. No representative answered- used automated system to request call back. Did not receive a call back so we called again on 6/21/24. Ticket was placed with customer service and was told that the tech team would reach out. Did not receive a call from tech team- I called back on 6/25/24- I waited on hold for an hour- a representative answered and told me tech had my ticket and she would make a note that I called to inquire, but the tech department was gone for the day. I called back on 6/26/24. I have been waiting for a representative to answer my call for 2 1/2 hours.

  

  Business Response

  Date: 06/27/2024

  I do apologize for any inconvenience due to this matter.  At this time the customer has been contacted by a MRCOOL In-House Technician and we are assisting with the issue.

  Thanks so very much.  

• Initial Complaint

  Date:06/26/2024

  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 purchased a MRCOOL hyper-heat ducted central unit on 5/12/24. It arrived promptly in about 2 days. Installation was started/finished on 5/15-5/16. The unit ran great for around 5 days then tripped an EC07 fault, which was a fan speed issue. Called MRCOOL and had a tech ticket started. It tools somewhere around 3-4 days for a response, which I thought was somewhat unacceptable. By then the unit had reset the fault and no further problems, until… 6/22/24 another ec07 fault. I went through all the optional troubleshooting procedures and found that a control board has gone bad. I’m am now 3 days in to having no air conditioning and no help from MRCOOL. MRCOOL will not respond to emails nor are there any “available representatives” to assist. I have made multiple attempts to contact someone to no avail. I just need a replacement part. I don’t understand how a HVAC has this poor of customer service and technical support.

  

  Business Response

  Date: 06/27/2024

  I called *** ******* on the phone this morning and made him aware that we will be getting the board shipped out today.  I also provided him with my direct email address for anything that he might need moving forward.

  Thanks so very much.  

  Customer Answer

  Date: 06/27/2024

  
  
  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. 

• Initial Complaint

  Date:06/25/2024

  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.

  My indoor unit stopped working... They have a detailed way of diagnosing the issue... I went through the process and found out the issue as to when I called them about the issue I knew the problem and can get a replacement sent out the same day... I was told I needed to speak to a technician for some reason already knowing the issue due to their detailed troubleshooting... I didn't hear from a technician for multiple days and had to reach back out to them for a resolution... They called me back at 10:30 pm and told me that someone emailed me and I might get a phone call the next day... I had to send them a video of the troubleshooting techniques I used... Why have any detailed troubleshooting on their website or YouTube page of they don't believe the customer is capable of doing it?? I finally heard back from them a week after the initial phone call and was told that I would receive info about the warranty and replacement part and still have not heard anything... We are heading towards over a week and a half without resolution with a company that is supposedly DIY AC System and pride themselves with customer service... I rely on a central air system to keep my Hundred Thousand Dollar Custom Vehicle Business running smoothly and if I would of known this was the way I would be treated when having any kind of issue I would of just paid the big box store to do everything for me for an extra 5k... This all happening during the hottest 2 weeks of the year 90+ degrees for the last 2 weeks... Imagine if I had this in my house with a newborn baby or children that had to endure such heat for 2 weeks without a resolution???

  

  Business Response

  Date: 06/27/2024

  I called *** ***** and left a message for him and provided him with my direct email address.   I did ask for him to email me to provide me with a time that would be convenient for me to call him back so that I can talk to him personally. 

  Thanks so very much.  

• Initial Complaint

  Date:06/07/2024

  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.

  In March of 2022 we purchased a new air conditioning unit from Mr Cool through local hvac contractor, ********. Approximate cost at time of purchase was $6500. We have had a few issues with it from the moment we bought it including having to have the contractor come out last year to take it out of “limp mode” when it was not cooling last Summer.
  On about May 25th, 2024, the unit stopped cooling again. ******** contractor attempted to service it but could not resolve. We were advised to go through Mr Cool directly for warranty. On May 28th we made contact with Mr Cool tech support, which is time consuming as their average wait time to pick up a call is approximately 45minutes to an hour. In May 28th Mr Cool stated that they would be sending new drive board after an $18 shipping fee was paid, and were beginning the approval process within their warranty department. It still took until May 31st for them to send the part out and it was not received until June 6th, nearly two weeks after it broke and while Florida is already averaging 90 degrees or higher.
  We paid the ******** contractors $80 for replacing the faulty board that was sent to us. Again, we had to start the process of contacting Mr Cool to let them know the board did not resolve our issue and requested an entirely new unit as it is barely 2 years old. They refused and are sending a new compressor along with charging another $300 for shipping in addition to the fees we will have to pay the contractors to coming back out to replace the compressor which is expected to be a 2 hour repair at an appropriate rate of $80-100/hr.
  We are going into week three of having no air conditioning in a very hot climate, a very frustrating and time consuming process to get resolution, which we have yet to realize as we await yet another component. We are extremely dissatisfied with the services, the product, and the fees being incurred by this faulty unit.
  We would like a full refund of the unit and all fees incurred.

  

  Business Response

  Date: 06/07/2024

  I contacted customer on the phone on 06/07/2024, and have waived his shipping and will not be charging his card for payment.  I am also sending him a couple of t-shirts and he indicated to me that he is pleased with his service from MRCOOL.

  Thanks so very much.  

• Initial Complaint

  Date:04/08/2024

  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.

  My MrCool mini split stopped blowing hot or cold air. Upon inspection it was found that a part in the condenser had broken, leaking all the refrigerant out. The unit is fully within the warranty period.
  
  MrCool warranty support was contacted and provided all the requested information and photographs showing the issue. Within 2 days a technician had examined everything and agreed with the cause of the failure and stated the correct fix was to ship me an entirely new condenser. He filed my warranty claim and said I would be contacted by someone else to setup shipping of the condenser unit. I have been asked and verified my address and unit information multiple times at this point.
  
  After managing to get through all the initial validation steps within 2 days, I did not receive any further contact from the company for 10 days. When they finally contacted me, they quoted me an extremely inflated shipping cost and asked me to setup a phone call to pay. I responded to the email questioning the shipping cost and looking for clarification on how it would be shipped to me.
  
  Up until this email, everyone I had spoken with had been very professional and cared about my situation. The email telling me how much shipping would cost felt very offensive. A copy of the warranty information was attached and I was told to read it, even though I already had, and had spoken about the policy with previous employees.
  
  I have not received any further responses from the company since sending my response asking for more information. The quote for shipping seems to be closer to the cost of a new unit over just the cost of shipping. I feel like they are trying to take advantage of me and have decided to ignore me because I questioned it.

  

  Business Response

  Date: 04/09/2024

  We are sending a replacement condenser through Warranty and getting that out today and we are waiving shipping on that.

  Thanks so very much.  

  Customer Answer

  Date: 04/11/2024

  
  
  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. 

• Initial Complaint

  Date:03/28/2024

  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 purchased a MrCool easy pro 12k BTU 18 SEER ductless heat pump split system-DIY in February of 2024 for $1,386.91. The purchase was through ******. Sold by ***** ***** *******. I have been a contractor for 35 years & very familiar w/ mini split systems. I installed the system per manufacturer specifications. Completed a systems check per manufactures specifications. The system did not provide cold or hot air, the compressor fan did not spin & the system check displayed a EL 01 problem code. I called tech support & over several days they advised me to do electrical system checks. I have all the meter tools & gauges to conduct these tests which I am familiar with.
  Each response from tech support advised me to disassemble part of the exterior compressor/ condenser. Eventually I was advised to disassemble the entire top & front of the exterior compressor unit in order to access & test the circuit board. I provided pics of the system components as well as the meter readings of all testing stages. The tests were completed the beginning of March 2024. At that point I requested from MrCool tech support the results of the test findings, what the problem is w/ the system & what the solution is. I have reached out to tech support via. MrCool web support several times a week all 4 of the weeks of March 24 pleading for a response & no one has contacted me. In my second to last e-mail to tech support I informed them I would be contacting the BBB. I have not received any contact as of today 3/27/24. It seems as though the tests & pics requested by MrCool tech support are for determining if the system was installed & electrically wired correctly. In my case once I proved it was installed & wired correctly, tech support ignored all my future e-mails.
  Thanks for your help,
  ****

  

  Business Response

  Date: 04/01/2024

  On Friday, March 29, 2024, we provided the customer with tracking information as we sent him an outdoor board to correct the issue.

  Thanks so very much.  

  Customer Answer

  Date: 04/04/2024

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

  MrCool sent an e-mail on 3/29/24 advising me that a warranty claim was approved. It was not until 4/2/24 that a tracking number was e-mailed to me. On 4/4/24 I checked the tracking number that was e-mailed & the response from *** was that the tracking number is not valid. Pics are attached.
  
  
  
  Sincerely,
  
  
  
  **** ******

  

  Business Response

  Date: 04/09/2024

  I have emailed customer today and offered him a replacement system.  Customer is correct in that we did not send tracking until 04/02/2024.  When I looked at it on 03/29/2024 I was mistaken as on that date we actually only sent him an email saying that his order had been placed.  We sent him his tracking information on 04/02/2024.  

  Thanks so very much.

  Customer Answer

  Date: 04/10/2024

  
  
  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. 

• Initial Complaint

  Date:02/28/2024

  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 purchased a residential geothermal heating/cooling system from a wholly owned subsidiary or authorized seller for the MrCool Company in January of 2024. The system I purchased was a 5 ton (60,000 BTUH) system. Since the purchase and installation, the system is only providing less than one half of its claimed heating capacity. My system is operating at around 23,000 to 30,000 BTUH (British Thermal Units per Hour). I believe this deficiency is due to a faulty circuit board in the A-coil unit. The A-coil unit, in turn, controls the blower module, which regulates the air flow through the duct system in the house. The fan is blowing at a low output, which I believe is causing the rest of the system to remain in a low output mode. I have spent the last few weeks working with a technical support person at MrCool. I have provided them with an abundance of data and information, while they have provide me with very few answers to my questions. They have not refuted my assertion that the A-coil requires a new circuit board. The last communication with them was an email I sent 9 days ago. I requested a new circuit board under warranty. They did not respond to me. This company has numerous complaints against them. They do not answer their telephone--you have to send an email to their tech support to open a support ticket, so all communication is via email unless they deem to call you, which is rare. I have been trying to resolve this issue over one month. I have tried everything they have asked me to do and have communicated the results back to them. I have asked many questions about the theory of operation of this system, without any responses from them. Note that in the description of the system on the website where I purchased the system (pic3), it is marketed as a DIY system. However, I am sure the company will say that the warranty is voided if not "professionally" installed. If not, why are they obfuscating?

  

  Business Response

  Date: 02/28/2024

  We have now sent the customer a warranty replacement with waived shipping.  

  Thanks so very much.

  Customer Answer

  Date: 03/01/2024

  
  
  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.
  The business had told me that if the new part does not solve the issue, they will continue to work with me on a solution. I will take them at their word on that and close out this complaint.
  
  
  
  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.