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:02/22/2024

  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 have contacted Mr. Cool regarding my unit not working. I have already lost money with this unit due to the fact that an O-Ring failed and I had to have it fixed and the unit re-charged. This second issue is more costly. After hours and hours on the phone and emails, I was asked to provide Ohm's reading from my fan and my circuit boards (which have been completed) I still have not heard back from this company and I have not received any contact. If you call, nobody will pick up and after 10 minutes you must leave a message and as expected I don't receive a call back. They state: "they are receiving an abnormal amount of call" (due to unsatisfied customers I would asssume because of there faulty products) I just want this issue fixed ASAP due to I live in Florida and it's about to get hot. One unit is for my elderly mother, but this does not concern them. Is there another route I can take since this is affecting an elderly person? Again this seens to be a bad fan motor and circuit board. If they can send these items I beleive the problems would be fixed. Also, it's not like they are sending someone out to look at these issues, I have to hire someone to get these items fixed. This unit was stated to last 20 years and I have had problems right from the beginning when a line set was missing. Again, I just want to get this behind me, so my mother does not overheat.

  

  Business Response

  Date: 02/22/2024

  We are actually sending a fan motor and a board and we will be getting that out as soon as possible and we will be waiving the shipping charges.

  Thanks so very much.  

• Initial Complaint

  Date:02/21/2024

  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.

  Request ******. We installed our unit in June of 2023 unit worked good until 1-18-24. We contacted customer service and started a warranty claim. Was contacted by a customer service tech who said he could not help but would have a service tech contact me. We have waited over a month. I have contacted them twice and was told they are extremely busy and tech will contact us as soon as they can. still have not been contacted by tech.

  

  Business Response

  Date: 02/21/2024

  One of our in-house technicians is corresponding with this customer as of late morning this date.

  Thanks so very much.  

  

  Business Response

  Date: 02/29/2024

  Spoke with customer, issue resolved. Unit had loose connection which tightening and adding refrigerant to bring it up to operation corrected problem. 

  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.
  
  
  
  
  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:02/16/2024

  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.

  This unit is a year old and has a seven year warranty on it and Mr. Cool support staff has done nothing but give me a run around. They have continuously only responded through email and finally after multiple emails provided a phone number which you can get no one to answer when you call.
  The problem points to the PCB on the unit, but Mr. Cool refuses to send out the parts required to fix it.
  I have provided the company with all of the information they have requested and it has done nothing but waste my time and wreck my patience.
  I am only asking for what the company promises on their warranty.
  Contacting a person in this company should not be so difficult or consist of multiple emails as well as technicians that I have paid in addition to what the company has asked me to do.
  I see that this company has a horrible rating. I wish I would have done more research prior to purchasing not just one, but two units.
  Cust name on order: *****
  Mailing address:
  ************* ***** Preferred phone:
  Place of purchase: Amazon/ Seller: ***** ***** ******* Date of purchase: 12/17/2022
  Date installed: around 12/25/22
  Installed by: ******* *****
  System model numbers: Outdoo* ******************* Indoor: DIY-***************** System serial numbers: outdoor: ********************** Indoor: **********************

  

  Business Response

  Date: 02/20/2024

  This is to let you know that we reached out to customer on 02/19/2024 through email and we are waiting to hear back from the customer at this time to assist with questions and warranty.

  Thanks so very much.  

  Customer Answer

  Date: 02/20/2024

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

  There has been no emails received by me in my inbox or spam or junk file. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 02/21/2024

  I have now called the customer on the phone and made certain that he is receiving our correspondence.  He is going to get me findings from a tech that he had out and he will provide me with the relative serial number.

  Thanks so very much.  

• Initial Complaint

  Date:02/13/2024

  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.

  January 26,2024 turned unit on temperature outside was 46 degrees the unit came on for a few minutes turned the thermostat to 70 on heat and turned the fan up didn’t not blow any different than on low after that it stayed on for approximately 5min went into DF mode came back on again for approximately five minutes went right back into DF mode . I have not been able to use the unit, talked with a tech via email he told my son what to do , sent pictures and video of my son checking for leaks with soap and water, the tech replied back and said to go buy a sniffer and do a leak and pressure test which means go buy the devises to test your unit that I bought then if it’s low on refrigerant buy that which the unit was supposed to be hook up and turn it on that’s why I purchased the unit because I didn’t have to buy or pay for HVAV . I don’t feel that I should have to go buy and pay more money for something that was supposed to be ready to go. Thank you for your time, there is more to say but all I can say is I’ve had a very bad experience with this unit

  

  Business Response

  Date: 02/13/2024

  In order to accurately warranty the part that is needed, we will need to know the location of the leak.  The 3 most common methods for locating the leak are to have a technician out to locate the leak for them, use a leak detector wand which usually runs around $30 to purchase and provide a video of the located leak, or to perform a soapy water test where you spray soapy water along the coils and lines to locate the source of the leak and then provide us with a video of the located leak.  If the customer does not wish to purchase a leak detector wand or have a technician perform a test on the system, then we will accept a soap test on the system with a video of the location.

  Customer Answer

  Date: 02/17/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I tried to attach pictures of the unit from this morning showing the unit starting to freeze again, but it says the files are too large. We uploaded a video of the soapy water test to the email thread with the tech dept. I am not uploading the video here due to pricacy,  since the video shows someone’s face. There were no leaks visible from the test. I would like to be contacted by the owner, Mr. Ingram. This has been going for almost 2 months, it has been issue after issue with the unit and I need heat in my home. 
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 02/20/2024

  Reached a compromise with customer on 02/20/2024.

  Thanks so very much.  

• Initial Complaint

  Date:02/13/2024

  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.

  A little over a year ago I had a 9k indoor unit for Mr Cool fell due to faulty soldering joints they sent me a replacement unit without charging shipping I paid $600 to have this new unit installed 8 months later it failed now Mr Cool is demanding that I pay between $80 to $250 to have this unit replaced they're telling me that the shipping is not included mind you this is a replacement unit to fix the first faulty unit my original purchase was over $4,000 I have an additional $2,000 in service charges to have these units fixed

  

  Business Response

  Date: 02/13/2024

  I have authorized the waiving of the customer's shipping charge due to recurring issues.  We do apologize for the inconvenience caused in this matter.

  Customer Answer

  Date: 02/14/2024

  
  
  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:02/08/2024

  Type:Billing 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.

  Original unit broke while still under warranty. After over a month of emailing back-and-forth, they decided to send a new system.
  Received new unit on 29th of November 2023. Installed on the 30th. Broke for the 2nd time on about 23rd of December. Contacted and left information with the company that same day. Hadn't heard anything from them, so had unit checked on the 16th of January by an ac repair company. Was informed that the compressor had gone out and they couldn't get the lines to seal properly at the connection from inside unit to outside unit. Line couldn't be used without them cutting and flaring them. We had loss of product and to avoid any more loss, and due to Mr cool, not responding to my calls, I had to have unit replaced. Replaced on the 17th of January. See attached. I purchased this item because it offered a five year warranty. We were told that if we had any issues for those five years, the company would be responsible for repairing. It is obvious that this is not true. The new unit stopped working immediately. I am requesting a partial refund to at least cover the damages we had.

  

  Business Response

  Date: 02/13/2024

  The last contact that we have from the customer is on December 6th when he emailed us and said that he had received the new condenser and thanked us for assistance in the matter.  We can offer warranty assistance if there is a new issue and kindly request information on what the unit is doing.  We will also need the unit to be installed in order to offer troubleshooting and diagnosis.  For any refunds, the customer would need to go back to where the unit was purchased from to inquire about those.

  Customer Answer

  Date: 02/14/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I did reach out 3 different times to **** ***** Supervisor at Customer Service First call on January 7th VM left, on January 17, VM left, January 22, at 3:59 pm, spoke to **** Who said I had to reach out to seller not to them. Because of the lack of response from Mr cool, I had no choice, but to immediately higher a repair AC company to install a new unit to stop damage caused by not having heat in my shop. We did try immediately To advise Mr cool that new unit stopped working. Amazon tells me that we bought it from you and now you’re sending me to Amazon. screenshot of calls made to Mr cool and none of those were responded to. My wife also called and left a message and she got no response either
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 02/15/2024

  Unfortunately, for any returns, the original seller of the product would need to be contacted.  We can offer warranty assistance and we do apologize for any delays due to high volume.  If the unit is still installed, then we can assist with getting it up and running again once we are able to diagnosis what the issue may be.  However, without the ability to get any more information on the cause of the issue, we are unable to assist further at this time.  If you would like to allow us the chance to offer a solution through warranty, we will be happy to assist you further and expedite the process.

  Customer Answer

  Date: 02/15/2024

  
  
  Complaint: ********
   
  
  I am rejecting this response because:
  
  I understand your position and hope you understand ours. The unit that you sent lasted less than a month. Because we left several calls, and you guys never answer us, we had no choice, but to hire someone who immediately determined that the unit you sent did not have Freon. Had we left the unit without working, I would have lost all the product that I have in my shop. I had already lost over $600 and I did not want to lose anymore. Understand you had a high volume of calls, but that left me falling through the cracks with no unit. Amazon says that I have to reach out to you. All I’m asking for is a partial refund based on the fact that the unit stopped working and I was not able to get assistance from you. I had to make a move and come up with the extra cash to get a new unit installed. I had no other choice. I don’t think asking for a partial refund for the warranty that was left on that unit is a lot to ask for
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:02/07/2024

  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.

  We purchased 4 MrCool mini-splits through ****** ****** ***** *******) for installation in our new house build. Our general contractor oversaw installation (probably with a sub-contractor, but we don't know), and he now appears to be out of business. So, we have no recourse with our GC/installer.
  
  We've lived in the new house for several months, and one of the units now will only throw an E1 code, which signifies a bad connection between the indoor and outdoor parts. Invariably this is a bad PCB in either the indoor or outdoor unit.
  
  I contacted ***** ***** *******, and they said that we must address the warranty issue through MrCool directly.
  
  Two weeks ago I contacted MrCool via email. A day later, a "******" responded with a lengthy survey form of questions, including requests for photos. I filled out everything, included the requested photos and submitted everything. ****** responded that everything was received, and I was issued a ticket number and told that a technician would contact me back "soon."
  
  That's the last I've heard from MrCool. I have sent multiple follow-up emails with my ticket number. And I've called their phone number and left a voicemail. No response.
  
  It's down to 20 degrees at night here, and I NEED that unit functioning. NO response from MrCool.
  
  Readers can see that the number one issue people on the BBB site complain about is that MrCool is non-responsive! That is my experience as well. MrCool simply REFUSES to respond to customer contacts once they realize that they will have to honor a warranty! What's the point in a five-year warranty if you cannot USE it?
  
  So, what I have now is a useless brick, and I'll have to pay AGAIN to get some other unit installed. DO NOT purchase MrCool!

  

  Business Response

  Date: 02/15/2024

  Customer has been assisted through the warranty process and is being shipped a new control board for their outdoor unit under warranty.

  Customer Answer

  Date: 02/15/2024

  Complaint: ********
  
  What just happened is that MrCool sent me a set of instructions about how to perform a lengthy series of voltage tests and send the results back to them. I'm not a technician, and their instructions even included a warning to be careful where I put my hands inside the unit because of the voltage inside. Indeed, across two terminals I found over 350 volts! You can literally DIE if you touch the wrong things in there!
  
  When I complained, MrCool responded that these units are sold as "do it yourself," so they presume that the customer can perform such steps. That is unacceptable for multiple reasons:
  
  1) Hooking up some wires to terminals PRIOR to there being any voltage, according to an instruction manual, is NOT the same thing as troubleshooting electronics with a voltmeter AFTER the unit is powered up!
  
  2) MrCool now expects me to open the unit up and replace a circuit board! I stated that I am absolutely not qualified to do that, I am concerned that once I open the unit they will void the warranty, and there is NO sense in which replacing their internal electronic components qualifies as "do it yourself" activities!
  
  3) I didn't install the unit (as is the case with many customers), and the installer mounted the outdoor unit high up under our deck, which makes it almost impossible to access the unit now. I'm 65 years old and have no business trying to uninstall that unit now, ten feet high up under the deck! So I will have to pay somebody to uninstall the unit and replace the circuit board.
  
  I've had the unit for well less than a year, and it will have been down for months (during the coldest part of the winter) by the time I finally get it repaired. People considering purchasing a MrCool unit NEED to understand what actually dealing with the company and the supposed "warranty" is all about! And MrCool should be paying onsite technicians to deal with these sorts of failures, especially within the first year.

  

  Business Response

  Date: 02/20/2024

  It does appear that we have already sent the customer a board through warranty and he received tracking on that on Friday 02/16/24.  He does have a DIY system and we do encourage our customers to hire an HVAC tech if they do not feel comfortable doing the tests and/or repairs.  The warranty is a parts/compressor only warranty and does not include labor.  If the customer needs further assistance he can reach me at **************** and I will be very happy to assist him further in the installation if he feels comfortable to install the board.

  Thanks so very much.  

  Customer Answer

  Date: 02/21/2024

  
  
  Complaint: ********
  
  Their standard response is: "He does have a DIY system and we do encourage our customers to hire an HVAC tech." In fact, I was never encouraged to hire my own tech. I have kept copies of all correspondence. And when I complained about their interpretation of "DIY," the response was that they expect their customers to be comfortable with internal parts replacements. Of course, customers have NO idea when they purchase a MrCool system that the "warranty" consists of: "YOU fix it, and we'll send you a part if YOU can do all the troubleshooting and install it." That is NOT what "DIY" means in ANY other appliance context.
  
  Yes, I did receive the board. It took me two hours to install it. It arrived loose in a box in one layer of bubble wrap. It had old tape hanging from it. This was not a new board. So, I got an obviously used board and had to dig into the compressor unit to install it. Three of the dozens of wires have no slack, so you can hardly fit your hand between the board and the depths of the unit to disconnect the wires. By contrast, other wires have more than a foot of slack. WHO dreams this sort of thing up? Terrible experience that tore up the back of my hand trying to get the old board out and the used replacement board back in. Just ridiculous.
  
  Oh, but my alternative to was to pay somebody at MY expense to deal with this whole affair, because, wait for it, "MrCool is a DIY system."
  
  Okay, fine. Live and learn. The matter is "resolved," but I DO reject MrCool's assertion that installing the unit equates to the idea that EVERYTHING that ever goes wrong with it is on the customer to handle. If that's what "DIY" means to MrCool, then EVERYBODY needs to understand that fact, and MrCool should prominently state on their site and be required to include a disclaimer everywhere these units are sold: "Our warranty covers parts ONLY, and you will be required to troubleshoot and replace parts YOURSELF at your own expense."

• Initial Complaint

  Date:02/06/2024

  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.

  A mrcool mini split I purchased less than 6 months ago isn't working. We had an electrician come out who checked power to the system and he said the problem was definitely related to a broken control panel and recommended it be replaced or the whole wall mount be replaced. There is no heat in the unit and its been 3 weeks since I submitted a claim. That is unacceptable and now there may be more issues with the unit if pipes freeze.

  

  Business Response

  Date: 02/15/2024

  Customer has been assisted through the warranty process and is being sent a new indoor board under warranty.

• Initial Complaint

  Date:02/06/2024

  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.

  WORST CUSTOMER SERVICE EVER! Bought a Mr Cool DIY mini split system in December & installed…it didn’t have enough freon..after having a HVAC company out several times they could not figure it out. We contacted Mr Cools customer service on NUMEROUS occasions throughout January…for god sakes it was freezing out. Everytime it was “we have a high volume of issues & a lot of techs out sick” blah blah finally after 2 weeks i threatened the BBB & we got a tech assigned supposedly we sent pictures a week ago & STILL have heard nothing. At this point we can’t even return the system & we are using space heaters. If our house burns down I guess it’ll be on Mr Cool since they have p$&& poor customer service. We paid thousands of dollars for them to just not work.

  

  Business Response

  Date: 02/12/2024

  Customer is being assisted by our technicians currently.  They believe that there is a leak in the system that the tech hired by the customer did not test for or locate.  The customer has been given free or cheap alternatives to locate the leak themselves.

• Initial Complaint

  Date:02/01/2024

  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 sells their mini split units with a 5 year warranty, the advertising, packaging, and units have stickers all over them saying this.
  
  My unit was just under 1 year into service (over that year it worked flawlessly) when it stopped heating or cooling. I contacted the tech department of the seller (Ingrams water and air), who could not determine the cause and forwarded it to Mr Cool. They responded saying they got the email, and it’s been nothing ever since. 20 days have now passed, and I’ve been 30 days without heating or cooling…that is now 8% of the time we’ve owned the unit it has been out of service. They had the audacity to send a “how was our service” survey email. If they don’t honor their warranty, I am prepared to take this to the next level legally.

  

  Business Response

  Date: 02/06/2024

  A member of our tech team has reached out to the customer to assist.  Awaiting the results of a few tests currently to assist with diagnosing the cause of the unit not heating or cooling presently.