Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/30/2024

  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 bought a MRCOOL unit last spring. Unit quit working 6 weeks ago.no heat for 6 weeks. They admit unit is covered by warranty. I paid a local heating company to diagnose the problem. They asked for phone number of heating company. I gave phone number and email address to tech support. They emailed me today 1-25-24 and said they could not get in touch with my company and said they could not help me further .

  

  Business Response

  Date: 02/06/2024

  The customer provided us with a technician's phone number, however we have made a total of 8 calls to the tech, each time with no answer and the voicemail box is full so we cannot leave a voicemail.  Tech has never returned our calls and does no respond to our emails.  We need a tech invoice from the technician in order to verify diagnosis and process the ticket.  We can also work with the customer to diagnose the system with him, but that will require a few tests that we will need him to perform.

• Initial Complaint

  Date:01/30/2024

  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.

  On January 6, 2024 email support on my MrCool unit not working. They issued me a request number and recieved a call stating a Technician support staff will get back to me. Now 23 days later still no resolution to my none working unit. I have email and called several time and I they tell me is that it is first come first serve and that a Technician support will get back to me when they can. I am under warranty and 29 day with no resolution is unacceptable. I even had a license AC company evaluated the problem and the call Mr.cool themselves and were told that someone will get back with me. I had a issue with this unit in July 2023 and it took the 3 weeks to send me a replacement part. They techical support is terrible. I will update when and if I get a resolution.

  

  Business Response

  Date: 02/06/2024

  Customer's unit was diagnosed as having a bad control board and was sent a new one through warranty last week.

• Initial Complaint

  Date:01/29/2024

  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 problem with my heat pump, a code h6 error code that is in reference to the dc fan. The unit failed January 14, 2024. On January 15, 2024 I filed a ticket with Mrcool to get my product fixed. Over the phone I was told it would take a few days to get answers and that I was encouraged to place as much information in the email thread as possible to help them get my issue resolved. And that I would be responded to through email. I sent daily emails of updates and questions for over a week and never got a response. I then resorted to calling and was told every time I was in a que and was unable to be told where I was in the process. I finally called and expressed my frustration and was contacted by a rep named **** and he tried explaining what’s going on and that he was personally adding him to my email thread and would be there to further help me and push through this. After that I have since tried emailing and calling and am in the same place. It has been two weeks with no heat and my electricity bill is almost three times more because I have had to resort to space heaters heating my home. I am loosing time and money and still have no answers or fix on a unit that was 5 months old when it failed. I have spent thousands of dollars on this product. And am unable to use it or have the ability to buy the part at my own expense because of Mrcool keeping themselves as the main resource for parts. Every claim they make about getting answers quickly through email is a lie and the reps on the phone are uneducated and cannot help you with much of anything. I feel I am owed through this process and that Mrcool has taken advantage of me.

  

  Business Response

  Date: 02/06/2024

  Customer has been assisted by our technicians and is being shipped a new outdoor fan motor.  Warranty is currently processing his order.  Shipping charges were waived due to the frustrations that the customer experienced.

• Initial Complaint

  Date:01/23/2024

  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.

  First unit never worked
  They sent another, has worked for aprox 10 months.
  It pretty much exploded inside and now can barely get any support and no calls, just an email stating they have the issue, 3 days ago.
  It is under warranty, last time took3 weeks to get anything resolved or moving.
  It is 6 degree's and my family has no heat and they do not care or contact you.
  I want money back or replacement sent right away.

  

  Business Response

  Date: 01/23/2024

  Customer has been contacted by myself and the tech supervisor and was called this morning.  There are a few tests that we need the customer to do in order to diagnose the issue and what will need to be done to repair the system.  Currently waiting for the customer to provide the needed test results on the system in order to proceed.

• Initial Complaint

  Date:01/22/2024

  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.

  I need technical assistance with a furnace I purchased. SInce I did not purchase it from a local HVAC installation company they all tell me to get help from MR.Cool directly. I am an electrician and I can make the repairs myself but I need some technical assistance. I have been trying to get help for 3 days and I have even spoken to humans that keep telling me they are sending my information to a technician. I have not heard from a technician in 3 days. It is now Friday evening and so it will be at least 2 more days at best. I think this is very poor service for a furnace problem in the dead of winter. If the technicians are that busy, they must sell only junk and nobody can make them work anywhere.

  

  Business Response

  Date: 01/23/2024

  Customer has been reached out to with multiple emails and attempted calls that go to voicemail.  Due to this being a furnace, the customer will have to get a licensed HVAC technician out to work on the system due to liability reasons.  We are happy to work with his technician on repairing any issue the system may have, but it will need to be with a licensed tech.  We have offered the customer assistance in locating a tech in his area to the best of our ability.

  Customer Answer

  Date: 01/24/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: As the attached copy of emails shows, this is not true. I missed one phone call after more than a week of trying to contact and get help. As you see, the email begins on the 18th. I spent many hours for 3 days prior to that trying to get a response. When you call, the computerized answering maching asks you if you want to have them call you back, so leave your number and they will call you. But they do not. If you choose to stay on the line, it hangs up on you after 10 minutes. Read the emails and you can see I have not missed any other call and responded promptly to any emails I received. I can add a lot more info but am limited to 2000 words. I cannot stay next to my phone for more than a week waiting for their response. Waiting for a week for a response certainly should not be acceptable for a furnace in below zero degree freezing weather.
  

   

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

  

  Business Response

  Date: 01/31/2024

  Customer has been assisted with as much information as we can offer.  Unfortunately, there are limitations on fan speed and it may not be able to go as low as the customer is looking to get the fan speed, but this is a safety protocol on the systems to prevent damage to the system.

• Initial Complaint

  Date:01/18/2024

  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 ordered a DIY heat pump at the end of November, installed it in our yurt on December 5th and it worked for about two weeks, then it stopped blowing hot air. We were focused on wrapping up some building and winterizing projects in the meantime, but I informed the company along with registration that it was not working. I called over a week ago to try and get this resolved as it's winter in Maine and we are suppose to be moved in but are stuck living in our RV instead. I was told a tech person would be in touch shortly, have since followed up with voicemail and email, and have heard nothing back. This is unacceptable.

  

  Business Response

  Date: 01/23/2024

  Customer has been reached out to by a technician as of yesterday.  The delay was due to a spike in volume in the past couple weeks due to the winter weather hitting in multiple areas.

  Customer Answer

  Date: 01/24/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: a technician emailed me at the end of the work day to check the lines. This is a horribly inefficient way to help a person in a house with no heat in winter. The lack of support and immediacy is unacceptable.

  

  Business Response

  Date: 01/29/2024

  Customer is currently being assisted by a member of our tech department and we are awaiting the results of a test that they were asked to perform.  The fastest way to resolve this issue will be to have a technician come out to check the system and to let us know the time at which they will be there so that we can schedule a call with their technician.  Outside of that, we will need to have the customer test a few things in order to pinpoint the issue.

  Customer Answer

  Date: 01/31/2024

   
  
  Complaint* ********
  
  
  
  I am rejecting this response because: It has taken weeks of delayed emails and unreturned calls to get to the point of starting a diagnostics process, meanwhile we have temperatures well below freezing here. At this point, I have already had to shell out $1000 to hire someone else to fix a brand new product because of how slow the company is to respond, and from looking around at other forums, other people have been experiencing this same issue for years. We hoped to be empowered by installing our heat pump ourselves, and instead found ourselves helpless, frustrated, and cold. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Customer Answer

  Date: 02/02/2024

   
  
  Complaint: ********
   
  
  I am rejecting this response because: It has taken weeks of delayed emails and unreturned calls to get to the point of starting a diagnostics process, meanwhile we have temperatures well below freezing here. At this point, I have already had to shell out $1000 to hire someone else to fix a brand new product because of how slow the company is to respond, and from looking around at other forums, other people have been experiencing this same issue for years. We hoped to be empowered by installing our heat pump ourselves, and instead found ourselves helpless, frustrated, and cold. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 02/06/2024

  We do apologize for the frustration regarding this matter, but we are happy to hear that the issue has been resolved.  If you could please provide the technician invoice from repair, I would be happy to review that and see what we can do to assist you regarding that.

• Initial Complaint

  Date:01/05/2024

  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 unit was purchased last year in Jan. and installed in March. The heat has not seemed to work well initially and has been useless this year. I have looked at it four times and finally asked who the repairman in my area was. Their recommended repairman is the one I attached the receipt with. He called me and said he had ordered a heat strip to be sent to me. This was well over a week ago. I called and emailed Mr Cool numerous times since that. I got an email a couple of days ago saying if I had a meter, I could check the heat strip. I called, and they indicated they had not sent the strip, and it was ****** problem since I bought it there. I sent in all of the paperwork to Mr. Cool, not ****** because MR Cool warranted it. I wish they would take their unit back and either refund my money or replace it with a unit that would work. My wife has stage 4 cancer, and she gets cold all the time now. I thought I had gotten a reputable company and a good warranty, but neither has proven true.

  

  Business Response

  Date: 01/11/2024

  Customer is mistaken on their tech's diagnosis.  We had spoken with the customer's tech and the tech said that there was an issue with the heat strips which was caused by the thermostat being faulty.  His technician ordered a new thermostat through ***** (as we do not manufacture or sell thermostats) and will be installing that.  The heat strips did not need to be replaced and the thermostat that controls them that the customer had installed was what is being replaced.

  Customer Answer

  Date: 01/22/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The issue is not with the thermostat and it still is not working. It is a minus 15 wind chill and we are having to use alternative heat sources just to stay above 60. The gentleman that installed the thermostat said they were still ordering the heat strips and supposedly were on back order. I don't know why I did not receive the companies response before today so if I need to file a new complaint I will . THIS IS NOT FIXED AND MY WIFE HAS STAGE 4 CANCER. The company needs to stand behind what they sell. The only info that has been worth anything came from ***** not Mr. Cool. It is not fixed and it needs to be addressed. It has not worked properly ever since I had it.
  
  
  
  Sincerely,
  
  
  
  ******* ****

  

  Business Response

  Date: 01/23/2024

  We have spoken with his technician and the technician stated to us that the thermostat was the issue, not the unit nor the heat strips.  The technician stated that a new thermostat was ordered and was taking some time to get there.  In the event that it was a thermostat or a heat kit, ***** handles their own shipping and the customer would need to reach out to ***** for tracking information on the item.  We have also spoken with this customer this week and let them know that if they do suspect an issue with their system, they would need to have their tech come out to the unit and one of our technicians would be happy to speak with his technician while they are at the unit.  As the system is a tech installed and serviced system, we go by what the technician working on the system says is the issue and have handled it in that manner.

  Customer Answer

  Date: 01/24/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have contacted the company Mr Cool wanted the Tech to come from and they have not gotten back to me. The Company that works with Mr Cool in my area thought from the beginner it was possibly the heat strip. MR Cool's supervisor told me it acted like a thermostat issue and ***** came and installed a thermostat. ***** told me he had ordered a heat strip but they were on backorder and Mr Cool's rep told me they were not sending one, that is when I ask to speak to a supervisor. We have been in cold temperatures for a while and have had it looked at by three different companies. ***** found a wire that the tech thought was the issue but it did not fix it. Then the thermostat (Mr Cool Supv) was thought to be the issue and it did not solve it. Mr Cool needs to stand behind its product. Maybe there is something about this particular model since neither ***** nor **** ***** carry them anymore. I just need it fixed or replaced since it seems not to be able to be fixed. I have contacted the company that works with MR Cool and they thought it might be the heat strips in the beginning. I would buy another set of strips if I could be assured this would fix it. I have a couple thermostats that are all good based on the Consumer Reports reviews. Mr Cool can release all of the calls I have made to them so you will see how long this has gone on. What good is a warranty if the company does not stand behind the equipment. The HVAC company that has to respond is a long ways from me and that is the closest afiliated.with Mr Cool. I am still trying to get the tech phone call set up. I don't understand this stuff and that is why I have had 3 different companies look at it. 
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Customer Answer

  Date: 01/24/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I have contacted the company Mr Cool wanted the Tech to come from and they have not gotten back to me. The Company that works with Mr Cool in my area thought from the beginner it was possibly the heat strip. MR Cool's supervisor told me it acted like a thermostat issue and ***** came and installed a thermostat. ***** told me he had ordered a heat strip but they were on backorder and Mr Cool's rep told me they were not sending one, that is when I ask to speak to a supervisor. We have been in cold temperatures for a while and have had it looked at by three different companies. ***** found a wire that the tech thought was the issue but it did not fix it. Then the thermostat (Mr Cool Supv) was thought to be the issue and it did not solve it. Mr Cool needs to stand behind its product. Maybe there is something about this particular model since neither ***** nor **** ***** carry them anymore. I just need it fixed or replaced since it seems not to be able to be fixed. I have contacted the company that works with MR Cool and they thought it might be the heat strips in the beginning. I would buy another set of strips if I could be assured this would fix it. I have a couple thermostats that are all good based on the Consumer Reports reviews. Mr Cool can release all of the calls I have made to them so you will see how long this has gone on. What good is a warranty if the company does not stand behind the equipment. The HVAC company that has to respond is a long ways from me and that is the closest afiliated with Mr Cool. I am still trying to get the tech phone call set up. I don't understand this stuff and that is why I have had 3 different companies look at it. 

  
  

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

  

  Business Response

  Date: 01/29/2024

  The technician company that the customer is used is not affiliated with us.  We offer technicians in customer's area that are confirmed to work on MRCOOL units and are familiar with them, but their diagnosis and processes are not something that we manage or have any control in.  We never asked that the tech come from a specific company and any licensed HVAC technician can work on our systems.  Currently, what the hired technician is telling us is that it is an issue with the thermostat and so we are addressing in that manner.  Due to the customer's concerns, we have asked him to have the technician revisit the site and let us know what time that is scheduled for so that we can speak with the customer and his technician while they are at the system.  Hopefully this will put the customer's concerns to rest as we want to resolve the issue, but currently the technician is saying that it is the thermostat and that he has ordered a new one to resolve the issue.

  Customer Answer

  Date: 02/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was told by the company to get the tech that comes from the company in Eldorado Springs since they are the ones that work with them. I have to pay them more due to travel time. I can get someone here but they won't be doing stugg with there systems one recommended I not buy it and now I thnk I shoul have listened. 

  already have had way too much run around from the company. Bases on the reviews I read they don't stand behind their warranties. I am just a new case. Why don't they come and get their products and return my money. I don't feel they want to resolve the issue they just want to wear me and my wife out. that way the old people will just go away.The suggested it might be a thermostat, the tech from here put one on. it worked as long as you did not turn it down or up..after that it would not work at all. I did not get a one-year warranty much less the 10 yr I was promised. Seems like nobody wants to mess with the things that need to be done to get it fixed. Makes me wonder just how many others were taken. Hope their spouse does not have stage 4 cancer and cold all the time. I thought Mr Cool would be a reapable company, but it is not .
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Customer Answer

  Date: 02/02/2024

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

   

  I was told by the company to get the tech that comes from the company in Eldorado Springs since they are the ones that work with them. I have to pay them more due to travel time. I can get someone here but they won't be doing stugg with there systems one recommended I not buy it and now I think I should have listened. 

  already have had way too much run around from the company. Bases on the reviews I read they don't stand behind their warranties. I am just a new case. Why don't they come and get their products and return my money. I don't feel they want to resolve the issue they just want to wear me and my wife out. that way the old people will just go away. The suggested it might be a thermostat, the tech from here put one on. it worked as long as you did not turn it down or up. After that it would not work at all. I did not get a one-year warranty much less the 10 yr I was promised. Seems like nobody wants to mess with the things that need to be done to get it fixed. Makes me wonder just how many others were taken. Hope their spouse does not have stage 4 cancer and cold all the time. I thought Mr Cool would be a reapable company, but it is not .

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

  

  Business Response

  Date: 02/06/2024

  Customer was referred a tech based on who we knew of in his area, however we do not ask for any specific technicians, any licensed HVAC tech can work on our equipment.  Our recommendation on tech installed equipment like this is to have the installing technician out to service the unit as they are most familiar with the install.  We have spoken with his tech on multiple occasions and he states that there is nothing wrong with the heat strips.  We have told the customer that if he disagrees with his tech's diagnosis, then we will happily schedule a time to speak with a different tech if he makes an appointment for one to come out to work on the system.

  Customer Answer

  Date: 02/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I give my permission to release all audio recordings of my calls and their responses to see if they recommended the person to look at them. Three people looked at it. It blows cold air. It is, at times, intermittent, but now just cold air. I will get another Tech but I want them to assure me someone will be there when that happens. I am having trouble believing anything I am being told. It changes so often. If they do tape, I give my permission to allow you to listen to it. Some states require both party's permission.
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Customer Answer

  Date: 02/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I give my permission to release all audio recordings of my calls and their responses to see if they recommended the person to look at them. Three people looked at it. It blows cold air. It is, at times, intermittent, but now just cold air. I will get another Tech but I want them to assure me someone will be there when that happens. I am having trouble believing anything I am being told. It changes so often. If they do tape, I give my permission to allow you to listen to it. Some states require both party's permission.
  
  
  
  Sincerely,
  
  
  
  ******* ****

  

  Business Response

  Date: 02/08/2024

  Yes sir, please let us know ahead of time when the tech will be at the unit and we will schedule one of our technicians to work with them over the phone.

  Customer Answer

  Date: 02/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I will contact a hvac company Monday and set up an appointment to have a tech come out. I will call Mr Cool to let them know when they will be here and give the cust service person the time and my phone number and we will see how that goes.
  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:12/26/2023

  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.

  Hi, my name is ***** *****. In August of 2023 I purchased a Mr Cool DIY Mini split system. Two days ago while the heat was on, the inside unit displayed an error code of 01 EL. There was no surge in electricity nor any electrical issues. I removed the outside unit control board cover and the heat went on for a short period and then went off again. All electrical connections were checked and retightened. Again the unit would come back on for a short period and then error out.
  
  I think the outside control panel may be faulty. Here are pics of the model/serial numbers of each unit.
  
  Can you please help with this issue!
  
  Several emails were sent to Mr Cool customer support but no one has contacted me. It’s been 10 days without heat!!
  Thank you,
  *** ***** ************

  

  Business Response

  Date: 12/26/2023

  Customer is currently working with a technician as of this morning.  The delay in assistance was due to the Christmas holiday and a high volume of requests currently due to the winter season approaching.  Technicians are working tickets in the order that they are recieved.

• Initial Complaint

  Date:12/07/2023

  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.

  Oct 25, 2023 Warranty claim initiated after the first time we tried to use the heat and it did not heat at all.
  Purchase Location: ***** (online)
  
  Purchase Date: 2023-05-20
  
  Install Date: 2023-05-27
  
  Unit Model Numbers: ******************
  
  We emailed back and forth. Us requesting help and mrcool support instructing us as to what we were required to do for them to consider if we had a valid claim. When I was finally able to even get a professional out to troubleshoot our mini-split, and $152 dollars later (cost for a licensed HVAC professional to troubleshoot our unit) the HVAC professional established that the issue is a blockage in the line. We bought the unit because it was truly a DIY unit where the lines were already sealed and charged prior to arriving at our house. The professional also referenced the noise that was coming from our unit. In his diagnosis he states, "Compressor is making clicking noises as well, possible imminent failure due to higher pressures".
  
  Communication via email was great prior to the actual diagnosis. Once it was established we had a warranty claim, email communication was taken over by "*******", up to this point we had been communicating with "******". Nov 30th ******* sent a email right after we received one from ******; he needed to confirm our information was correct. I emailed the same day confirming it was. I have emailed ******* twice to get an approximate time when we can expect the replacement outdoor unit to arrive, because, it's cold in Florida this time of year. No response has happened to date.
  
  I've also recently read numerous claims against MrCool, and their responses are disheartening. There seems to be a lack of ownership in the quality of their product. It's disappointing.

  

  Business Response

  Date: 12/08/2023

  Customer was provided tracking information for their order on 12-3-23.  The delay was due to us being closed over the weekend, but tracking was provided promptly on Monday when it became available from the shipping company.  I will attach a copy of the tracking that was sent to the customer as this was part of the email chain that the customer had been speaking with ******* and ****** on.

   

• Initial Complaint

  Date:11/29/2023

  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 Mini-Split, in three episodes:
  
  I ordered a Mr. Cool unit from ****** on January 29, 2023. I received it in February. From the time of installation in May, it has never worked properly (barely cooled 300 square feet).
  
  1. Then in August, it quick working altogether. When I contacted Mr. Cool, they refused to send me a part because it went out during a storm. (There is no evidence that the unit was hit by lightning or damaged in any way.) They told me I'd have to order a new board and install it. I did.
  
  2. The unit was worse at cooling than ever. No cool air. I contacted and they told me because I didn't have it professionally installed, they would not honor the warranty. That was the first time I was told it was supposed to be professionally installed. The product details advertise it as a fully DIY product. (That's why it comes fully charged.) I told customer service that I had already installed a board because they told me to! They never GAVE ME A REPLY to that.
  
  3. Now that I've tried to turn the heat on for the first time, it doesn't work at all. I contacted them on November 10 AND THEY STILL HAVE NOT RESPONDED. (It's been 19 days.)

  

  Business Response

  Date: 12/06/2023

  Customer was never denied assistance, but it was recommended that they have a tech come out to the unit to correct mistakes made at install.  Customer purchased an advantage system which does require a tech install.  They seem to be confusing our advantage system with our DIY system as there are no DIY instructions or tools included with the advantage unit and it does not include a template for install for that reason.  Customer has a P4 error code and it can be caused by air being left in the system at install due to not having the lines properly vacuumed, however our techs are currently working with the customer to pinpoint the issue.