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: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.

  Mini Split I purchased has been in use for about 8 weeks. Fan is surging and making a loud noise when in resting state. Contacted MrCool. 11/10. Ticket number ******* Took almost 2 weeks for them to respond. Diagnosed it as bad fan motor. MrCool wants to send me the fan motor and I pay them $23 for shipping (which is in the warranty) but its a bunch of crap that I have to pay shipping on a part that was basically bad out of the box. I asked them to call me to discuss. That was over a week ago and no one is responding. I've called and emailed multiple times and no one answers. I'm willing to pay the shipping to get the part. But I believe its not just the fan motor but the entire fan assembly that is out of balance. If I pay them to ship the fan motor and that does not resolve the issue I don't believe I should have to pay shipping on subsequent parts. Mainly I need someone from there to give a crap and contact me. Thank you!

  

  Business Response

  Date: 12/06/2023

  Customer has been assisted through the warranty process and we have spoken with him in regards to his concerns.

• Initial Complaint

  Date:11/14/2023

  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.

  In March of 2023 I purchased a complete Mrcool home heat pump system from *********** In July of 2023 the compressor failed. The compressor has a 5 year warranty from Mrcool. After going through 2 months of speaking with seven or more different Mrcool employees it was determined that the compressor was covered under the warranty. They told me I would have to pay $350.00 freight to get the part. I reluctantly paid for the freight. When I was tracking the freight shipment the progress stalled in Portland for around 10 days. I called Mrcool and they put on a search for the compressor. This was in late September 2023 after I went through the whole hot summer with no AC. Mr cool told me that I had signed for receipt of the compressor when I did not. I asked for the bill of lading with my signature. Attached is the bill of lading Mrcool sent me. You can clearly see there is no signature for receiving this shipment. The bottom left box is for signature as received. They printed my last name in the next box over. Also notice the is no delivery driver noted as well. I complained and asked for a refund for the shipping of $350.00. I was denied by Mrcool.

  

  Business Response

  Date: 11/20/2023

  We attempted to assist ***** as best we could when he stated that he had purchased a different unit and wanted the money requested.  We asked for proof of the purchase of the other unit that he was claiming to have purchased, however he had refused to provide that proof.  On our end, we are seeing that the unit was delivered and the shipping company said that it was delivered to the customer.  I will include a copy of our last discussions with ** ****** where we offered to look into reimbursement if he could provide proof of purchase of another unit and where he denied this request.

  Customer Answer

  Date: 11/22/2023

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

  Mr Cool has been the worst experience I have ever had with a business.  My AC arrived with factory defects from day one.  Every step with them is painful.  They stalled for months on my warranty.  I went the entire summer with no AC waiting for this compressor.  They made me pay $350.00 to ship a tiny little compressor that was supposedly covered under my warranty.  So after months of waiting the even screwed up on the shipping and the compressor never made it to me.  The tracking proves it.  The Bill of lading proves this fact as well.  I already disclosed those documents.  As far as me having to show proof that I bought another all I can say is why?  Mrcool has the obligation to prove to the BBB that they delivered it.  They cannot.  Why am I guilty and having to prove my innocence?  Whoever you are at the BBB I will tell you to never never never buy a Mrcool product.  They should be shut down for fraud just in their fake warranty policy.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 12/01/2023

  On our side, it shows delivered, and we have no orders related to the customer for a condenser from any of our vendors.  So again we must request a copy of the proof of purchase for the condenser in order to proceed with refunding shipping charges since what we can see shows the unit as having been delivered and that would help to show that the customer had to go elsewhere to get satisfaction.

  Customer Answer

  Date: 12/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  This is just unbelievable.  BBB:  Look at the evidence!  Mrcool:  Look at the evidence!  The evidence is the Bill of lading that is attached to this complaint and has been passed back and forth several times.  BBB:  There is no proof of delivery!  Look at the BOL.  The box on the bottom left is for the signature of receipt of the item.  It is empty.  The next box over is for the printed name of the person to receive "only".  To the right of that box is a box for the delivery driver to sign.  That box is "empty" also!  Where is your proof Mrcool?  The credit card company looked at all the evidence in this case and sided with me.  They have asked your bank for a permanent credit.  Why does Mrcool lie to the BBB?  There is "no proof" of delivery!  That is a fact.  

  To the BBB:  I understand you are trying to referee this complaint process.  It is painfully obvious that the evidence is in my favor if you will just look at it.  Do you have the power to do anything?  I am a veteran of this country and deserve better treatment than this.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Customer Answer

  Date: 12/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This is just unbelievable.  BBB:  Look at the evidence!  Mrcool:  Look at the evidence!  The evidence is the Bill of lading that is attached to this complaint and has been passed back and forth several times.  BBB:  There is no proof of delivery!  Look at the BOL.  The box on the bottom left is for the signature of receipt of the item.  It is empty.  The next box over is for the printed name of the person to receive "only".  To the right of that box is a box for the delivery driver to sign.  That box is "empty" also!  Where is your proof Mrcool?  The credit card company looked at all the evidence in this case and sided with me.  They have asked your bank for a permanent credit.  Why does Mrcool lie to the BBB?  There is "no proof" of delivery!  That is a fact.  

  To the BBB:  I understand you are trying to referee this complaint process.  It is painfully obvious that the evidence is in my favor if you will just look at it.  Do you have the power to do anything?  I am a veteran of this country and deserve better treatment than this.

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

  

  Business Response

  Date: 12/26/2023

  Unfortunately, there is nothing that we can do on this without further assistance from the customer.  As we had told him prior, if someone stole his condenser and signed for it illegally then he will need to contact his local authorities.  I can review refunding the shipping charges if we can get a copy of the receipt from his alleged purchase of a new condenser.  However, we currently have no record in our system of any other condenser ever being purchased by the customer and as it would need to be a MRCOOL condenser to work with his air handler, we should have a record of this.  The only other alternative would have been for the customer to purchase and install an entirely new system instead of first reaching out to us to explain the situation with him not recieving the condenser that we set him, in which case I would need the receipt of the other purchase to verify before refunding.  If the customer would like to contact the local authorities, we will assist in every way that we can by providing serial numbers to the authorities on what was sent.

  Customer Answer

  Date: 12/29/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Mr Cool keeps saying someone signed for the compressor”not condenser”.  The fact is supported by the evidence attached previously of the Bill of Lading that there is no signature of receipt by anyone.  All you have to do is look at it.  So the BBB will not intervene when the facts are so simple.  What good is the BBB for the consumer then if something so simple cannot be resolved?
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:11/06/2023

  Type:Customer Service 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.

  Bought a MrCool mini split and we have had 2 weeks and having trouble with unit on the initial start of the system. My husband has made multiple attempts to get in touch with customer support, to figure out what is wrong with the system. He called and someone called back 2 days later and took all the information and stated he would send it to support( this was 3 days ago, have not heard from support but today they sent a email with survey on “how was our service” and we never have been contacted from anyone to assist us. That email was sent with negative comments and another email was sent that they would call my husband back. Not heard from no one. Not recommend them at all. Customer service is awful.

  

  Business Response

  Date: 11/06/2023

  Customer has already been assisted and is running perfectly now after assistance from one of our technicians.  Unit was wired incorrectly and has been resolved.

• Initial Complaint

  Date:10/31/2023

  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 contacted the company MRCOOL on 10/26/2023 in regards to my 6 month old heat and ac unit. My ac stopped working and I can not get any answers other than one of there technicians will call me. I didnt get any call or anything. I reached back out via email and ive been getting the run around ever since. Only thing they say is i need to call a technician for services. I asked if they are going to cover all cost being the unit is only 6 months old. I'm not getting any direction on what needs to be done. I feel as though they should cover the unit being under 1 year old. Please help me get this resolved.

  

  Business Response

  Date: 11/06/2023

  Customer has a unit that requires a technician to work on and service the unit for safety purposes.  Our warranty does not cover labor costs and is a part/compressor only warranty, but since the unit only ran for half a year the customer should be able to have the installing tech do a service call to troubleshoot.  If so, one of our in house technicians can speak with his tech over the phone to assist if needed.  Unfortunately, due to the circumstance the customer will need to have a technician look at the unit for us to be able to assist further.

• Initial Complaint

  Date:10/30/2023

  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.

  Brought MrCool HVAC system in March 2023. Was advised by McCool before my licensed technician installed that I needed a multi position coil. My HVAC is in the attic and leaks every day. I have had two techs
  inspect and both said I need a horizontal coil. I have reached out to MrCool and they said call Home Depot since I brought from them The manager at HD said I had to go through MrCool,,, ask for the serial and model number and they would special order the part. My husband ***** ***** and I have been emailing Customer Svs Lead ******** ******* who stated that we needed to uninstall the whole unit and return which is ridiculous and very costly. I have been calling the customer service number and emailing MrCool and cannot get ******** or anyone else to solve this problem.

  

  Business Response

  Date: 11/06/2023

  Unfortunately, this matter would need to be taken to Home Depot to get addressed.  As the unit was purchased through Home Depot, it would need to be returned and the correct thing reordered.  We cannot process returns or reorders and all of those requests need to go through the place of purchase for assistance on.

  Customer Answer

  Date: 11/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  The floor manager at Home Depot stated a "return authorization form" has to be filled out before hey could accept the coil and would need a 'Code" from MrCool to complete the transaction.  They will NOT accept the return until this is done.

  I sent an email and voicemail to MrCool stating what the  Floor Manager of Home Depot said. I have not heard back from the lead Customer Svs rep. ******** or anyone from MrCool to get this process completed.  Also I would like this case to stay open until I have the proper authorization from MrCool to return back to Home Depot.
  
  
  
  Sincerely,
  
  
  
  ******** *****

  

  Business Response

  Date: 11/15/2023

  Unfortunately, this is not something that we provide.  Home Depot would be responsible for handling the return.  We do apologize for what the floor manager at Home Depot stated, but this return would need to be processed through Home Depot.

• Initial Complaint

  Date:08/22/2023

  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 have been trying to get in contact with mrcool for almost 2 weeks now. I have made over 40 calls and sent about 5 emails a day. The customer service is not existent and I see customers getting replies through here so here I am. I need to replace a condenser because the one that was shipped with my unit does not work. I would return the whole unit but I already installed the air handler so much rather just replace the condenser.

  

  Business Response

  Date: 08/31/2023

  Customer was offered assistance in regards to their issue but had already returned the unit to the place of purchase.

• Initial Complaint

  Date:08/21/2023

  Type:Customer Service 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 would like to purchase the care kit to ensure my warranty with MrCool. Failure to purchase the kit lessons the warranty. I have emailed (3), phoned, (10 or more) and get no response or call backs. I have 4 months to purchase this kit and time is running out.

  

  Business Response

  Date: 08/21/2023

  We actually have 4 email chains open for you instead of 3.  We have responded back to each of them attempting to assist but have been unable to get responses back with the requested information.  I am having a member of our team contact you to assist with finalizing that process since it's possible the email responses are going to your spam or similar.

  Customer Answer

  Date: 08/21/2023

  
  
  Complaint: ********
   
  
  I am rejecting this response because: Yes, I did get a call from MrCool, thank you, but I have not received the promised email with the sign up information. When I receive the information, I will close this complaint.
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 09/05/2023

  Customer is already signed up for the care kit and already paid for the subscription service.  Their care kit is currently on the way and they are set up in our system.  I am unsure as to what email they are referring to as they have already completed all steps of the sign up for the kit and extended warranty.

  Customer Answer

  Date: 09/11/2023

  
  
  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,
  
  
  
  ******* *******

  
  

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• Initial Complaint

  Date:08/11/2023

  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.

  I Purchased MR Cool 5 ton Universal system with an Install Date: 2023-03-06. This unit has not worked since day 1 I ether get error code P5 or HC after minutes of running. I have reached out to tech support numerous time and have the following trouble tickets. Dating back to JUNE 6th 2023
  122729
  107850
  Unit Model Numbers: ************  Unit Serial Numbers: ************* 
  One technician states I need a new main board and the other states I need a new outside unit.
  It should not take from 6 June to now to resolve this issue. I live in Florida with no AC due to a defective AC unit.

  

  Business Response

  Date: 08/11/2023

  Customer's order was placed yesterday and is being shipped out. 8-11-23

  Customer Answer

  Date: 08/16/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I just received the part and am awaiting MR Cool Technician to install main board.  I would like this open until we can verify its working properly.
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:08/10/2023

  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.

  One Diy mini split has failed multiple times
  The other has a leak and needs to be replaced. Mrcool is refusing to send out the two replacement condensers because I will not pay the $800 in shipping fees. This is a violation of the song ******* warranty acct. both of these units have failed and one has failed multiple times I have over 150 emails to prove it. Plus emails I have sent notifying them that they are breaking the law. I want a full refund including the original $400 I spent on shipping to replace the first condenser that failed. Mrcool owes me a minimum of $8500 so I can replace their unreliable garbage with a reliable ac system from a reputable manufacturer.

  

  Business Response

  Date: 08/11/2023

  Customer has been assisted through warranty and is being reimbursed the shipping charges requested.  Customer was sent 2 condensers through warranty.

• Initial Complaint

  Date:08/10/2023

  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.

  I purchased a mrCool DIY minisplit system with 3 heads. I installed the system and had no issues. Recently I had to reroute my `lineset. I had difficulty reaching MrCool customer service to find out the correct process for disconnecting my line set and rerouting it, so I contacted the Ingram's heating and cooling, as they are authorized sellers and provide a help line for issues. They told me that I needed to shut off the valves, then I could disconnect then reconnect. WHen I reconnected, I received an E1 error. I attempted to trouble shoot based on the MrCool website advice but was unable to figure out the solution. I looked at the mr Cool website for an authorized service tech and the closest one was about 4 hours away (I live in a major city). I deceided to contact a local HVAC repair tech. They told me that disconnecting the line caused air to get into the line and that it needed to be vacuumed out and reprimed. They then told me that a new line as they are precharged. Because they do not normally service mr cool units and were unfamiliar with the precharched lines, I did not want to spend over $300 on a new lineset when that may not solve the problem. I reached out to Ingrams to get support on this issue, and they told me that I needed to contact MrCool. Over two weeks ago, I reached out to MrCool via the phone. The message said that I could leave my phone number and a representative would contact me when my place in the line was up, I have still not received a call back. On July 27th, I reached out via their support email. I was contacted back shortly after requesting additional information, which I swiftly provided. They indicated that the request would be sent to a tech for help. It has now been nearly 2 weeks and I have yet to receive a call from a tech. I would like a response for the tech to figure out this issue.

  

  Business Response

  Date: 08/11/2023

  Customer is currently being assisted on this matter with a member of our tech support team.