Complaints

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

• Initial Complaint

  Date:08/02/2023

  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.

  Brand new gen4 cassette. Sipper motor not working. Condensate pump not working.
  Customer service is HORRIBLE. Cannot get a quick (if ever) a call back.
  I need to replace the parts listed above and am getting zero customer support from a tech.
  Completely unacceptable.

  

  Business Response

  Date: 08/08/2023

  Customer was submitted to warranty on 8-5-23 for a new indoor board.

  Customer Answer

  Date: 08/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the incorrect motherboard was sent. 
  I am demanding this matter is escalated to the proper higher-ups and have them fully review this case. 
  
  Nothing seems to be going correctly with Mr. Cool. Communication is pitiful. 
  
  Sincerely,
  
  
  
  **** ********

  

  Business Response

  Date: 08/16/2023

  The original board sent didn't match correctly due to a slight error on the order.  Customer was sent correct board and is set to receive it Friday 8-16-23.

• Initial Complaint

  Date:07/28/2023

  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.

  Installed unit as per instructions yet unit only blows room temp air, no heat no air conditioning. I have emailed, called, left messages without response. Don't know what else to do.

  

  Business Response

  Date: 08/02/2023

  Customer has received responses on each email sent, but so far we have been unable to get requested information from the customer.  If the customer would like, they can email me directly at ******************** so that I can get the information there.

  Customer Answer

  Date: 08/02/2023

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

  Even though you may have responded in two days both went to junk mail, and that doesn't help me.  My installer called and never received a return call.  What good is customer service when you can't actually speak to someone within a reasonable time.  Am I supposed to have my installer around 24/7 waiting for your company to respond???  In the end I had to pay someone to figure out the issue, can't wait a week when it's 90 degrees outside.
  
  Sincerely,
  
  
  
  **** *********

• Initial Complaint

  Date:07/20/2023

  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 spent $3500 days on a mini split heat pump system. It failed in less than 1 year after installed. Replacement parts were installed and did not work. Tech support does not reply. You can’t even talk to tech support on the phone without emailing and waiting several days for a reply. Only for them to email back and not provide a phone number. Terrible service. Not honoring warranty. I demand a refund on my defunct unit.

  

  Business Response

  Date: 07/27/2023

  Customer responded back to customer service rep on 7/20/23 that unit was up and running. Please let us know if further assistance is needed.

• Initial Complaint

  Date:07/12/2023

  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 bought a 17k btu system from them last August & 9 mths later the unit stopped working. I looked up their customer service information & realized I was in for the long run. They only communicate thru email & are limited on what they can do. I have a 1 yr warranty that I cant get any assistance with because once I noticed that it was going to take a while to get assistance with the unit I bought another one from different company. Im in Florida so it gets really hot here and temperatures are in the 100s so I cannot have any down time. They told me that in order to help me I would need to reinstal the unit which is listed as a DIY installation & it clearly is not. Maybe the smaller units can be DIY but the bigger ones like the one I bought have to be professionaly installed as a seperate breaker that runs 220v has to be intalled. I feel that this company is taking advantage if consumers like myself and advertizing this & other of their units as DIY & they are clearly not. I have paid over 1k to have it put up & taken down. This falls under the consumer fraud protection act & I feel that this company and others like it should be held accountable for profitting in this manner. Once I asked for a manager to contact me the manager came online via email & said theres nothing I can help you with & disconnected me from the conversation. I have all supporting documents and emails

  

  Business Response

  Date: 07/21/2023

  Unfortunately, we cannot troubleshoot an issue once the unit is disconnected and removed from it's install location and we do not offer field repair on units through the warranty.  We offered assistance with troubleshooting the issue and I will include a copy of the full dialog between our team and *******  Outside of weekends and afterhours, the response times were very prompt and were usually waiting on customer responses.  As for the claim about this system not being able to be installed as a DIY unit, we do have disclaimers regarding the electrical as we always ask that that be performed by a licensed electrician.  I will include a copy of that disclaimer from our install manual as well as a link to our installation manual and our product page.  Sadly, without the unit being installed and running, there is very little that we can do to assist and repair the unit as we will need to locate if the issue is due to electrical interference or voltage issues, if a board went bad, or otherwise.

   

  *************************************************************

  ****************************

   

   

• Initial Complaint

  Date:07/12/2023

  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.

  system was installed by AC contractor. about 3 months into it condenser failed. after 2 weeks and over 90 degrees inside the home received my new condenser. never seems to be working correctly. now can not cool lower than 86 degrees. if unit its turns off and on will work properly for about 10 minutes. takes several days just to get a response back for warranty work. I am getting a quote now for a regular AC. 5K down the drain. system sounds great on paper and it might work at times. the customer service needs to improve. i can not simply wait days just to get a response and then maybe week just to get a part. the sad part is that I am still making payments to Lowes for the unit.

  

  Business Response

  Date: 07/21/2023

  Customer was assisted and unit appears to just be low due to prior leak and needs to be recharged.  We apologize for any inconvenience in regards to any slow replies and no replies outside of business hours.  We are working on more ways to improve response and completion time as well as looking at extending business hours in the near future for night support and weekends.

• Initial Complaint

  Date:06/19/2023

  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.

  Ordered on April 29th 2022 a new AC system from Ingram's, they hotly recommended MrCool products. they said that it's an excellent product, and have floated them as better than Trane.
  The salesman stated that they have an excellent warranty but never mentioned that they do not cover labor or shipping in their warranty.
  The system failed around May 20th 2023, I found that the problem was the compressor was not working. I contacted MrCool on 5/26/23
  I asked a qualified AC tech to come out and inspect it, he confirmed that the compressor had failed.
  It was 3 weeks from the day I opened the ticket until they asked me to provide them with an a payment so they can ship out a new unit, and the new unit arrived damaged on 6/16.
  meanwhile I am living in sweltering heat without AC while they take their time and buy time.

  

  Business Response

  Date: 06/26/2023

  We do apologize for the inconvenience on this matter as shipping damage frustrates us as well.  It does look like a replacement was shipped out on Tuesday due to the damage and was delivered on Thursday.  If you have any further issues, please let us know so that we can assist with resolution.

• Initial Complaint

  Date:06/18/2023

  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.

  Purchased the MRCOOL 12k from Amazon. Unit worked great from December of 2022 to today. The unit no longer cools and I already spent 300 bucks on precharged lines to fix the issue and they aren’t doing a thing. Called no less than 12 hvac companies and no one will support or even come out because it’s a MRCOOL unit. The MRCOOL website has zero repair people within 80 miles.

  

  Business Response

  Date: 06/26/2023

  One of our in house technicians was able to locate a tech nearby that may be able to assist.  This information was provided on Friday of the prior week.  Please let us know if you have any further issues.  Unfortunately, we cannot always locate technicians in your local area as we are the manufacturer and do not have field technicians.  Any licensed HVAC technician can work on our units, however.

• Initial Complaint

  Date:06/06/2023

  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.

  Mr. Cool Air Conditioner Model #******** Lowe's Order: ********* 7/27/2022
  Price $890
  Compresssor failed while under warranty.
  Company wants me to pay for shipping of the compressor / $325. Total cost to repair will almost double the original cost of the unit.
  I have offered to return their unit on my dime in exchange for a new unit. This will cost me almost what I originally paid for the unit, but I would accept that.
  If Mr. Cool won't agree to that, I would like a refund for this defective unit.
  E-mail thread attached

  

  Business Response

  Date: 06/13/2023

  Unfortunately, the warranty does not cover shipping on warranty items and is a parts warranty.  With freight shipments, they cost more that standard ground shipments when calculating shipping costs.  I will include a copy of the customer's warranty document for reference as well as a clip of where this is stated in the documentation.

   

   

  Customer Answer

  Date: 06/13/2023

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

  Their company has only
  offered to replace the broken compressor as long as I pay $325 for shipping. To
  have the compressor installed and have the unit charged with refrigerant would
  cost over $1,525 which is almost double the $890 that I originally paid for it
  less than 9 months ago. If they simply replaced the entire unit, my cost would
  be $725, including that I pay to return their entire unit to them. At this
  point, I’d rather get a refund as the company seems stuck in their position of
  charging me more for a defective product that it is actually worth. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 06/26/2023

  Unfortunately, as mentioned the warranty does not cover labor or shipping and is a parts warranty.  In order to get the replacement sent, we will need to collect the shipping charge, however upon receipt we will make sure to get the replacement shipped out as quickly as possible and on it's way to the customer.  I am attaching the warranty for that unit again in case it was missed in the first response.

  Customer Answer

  Date: 06/26/2023

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

  I did not miss reading the warranty but am claiming it is worthless to any consumer. It would cost me 2x the cost of the unit to have it repaired. I am asking for a refund and I will have this unit shipped back to you and pay for it.

  If you reject this offer again or don't offer a decent compromise (like I have repeatedly offered in the past), I will start to pursue any legal remedies to get our money returned. Your current solution and only offer is not fair to anyone as it would cost me double what the unit is worth to have it repaired. I am hoping the BBB will intervene here and ask that you do the right thing so we can go our separate ways.
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:06/05/2023

  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.

  After 33 back and forht emails with customer service, I'm esclating escalating this to the BBB.
  
  My warranty request is not being handled appropriately, even after I paid for a technician to come out and diagnose the issue and cleaned it with a Mr. Cool cleaning kit as requested by the Mr. Cool customer service. I'm at my wits end here. Can BBB please help me contact Mr. Cool and ask them to process a replacement for my broken air handler which is under warranty? Details below. Thank you!
  
  Customer Name on Order: ***** *******
  Customer Mailing Address: **** ****** ***** *** ** ******* ** ***** 
  Customer Preferred Phone Number: ************ Customer Preferred Email Address: *********************** Place of Purchase (if Amazon, please specify seller): Interactive Group LLC (invoce attached)
  Date of Purchase: 04/11/2022 07:14 PM
  Picture of Proof of Purchase (If Available): Attached
  Install Date: 08/01/2022
  Install Address (if different from mailing address): DIY
  Installer: DIY
  System Model Numbers: *******************
  System Serial Numbers:340C989260315220130245
  Pictures of Model+Serial Number Plates:
  Screen Shot 2023-04-28 at 11.08.11 AM.png
  Applicable Technician Invoices (Install, Diagnosis, Recent Servicing): I'd like help trouble shooting with one of your technicians first
  Any Pictures/Video Of The Issue As The More Details We Have, The Faster We Can Diagnose: No. The issue is that cold air is only blowing out of one side (and that side is also weak)

  

  Business Response

  Date: 06/13/2023

  Unfortunately, we are still waiting on the customer to submit pictures of air handler cleaned.  We have been requesting the customer clean the air handler fully  and provide pictures of the blower wheel itself as those are the only things that will stop air flow from specific sides of the air handler.  It seems that there is dust build up within the unit and it is need of maintenance and a deep cleaning.  The last message sent to the customer before they said they were going to the BBB was:

  *******
  
  May 22 10:35
  I apologize for the situation, however I have a troubleshooting protocol that I have to abide by. With our units, the only thing that can stop air flow from coming out of one side is the wheel or the coils being dirty or the wheel being damaged. I was not able to get a look at the blower wheel from your picture, but I can see dust still on the black bars. And if that is still there the wheel itself may also have some on it as well. "

• Initial Complaint

  Date:05/31/2023

  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 brand new Mr Cool unit 38,000 BTUs three zones. It was a do it yourself we did it ourself and installed it. I've made numerous contacts with Mr Cool both through Mr Cool themselves and premium home source where I bought it. Only to be told that the warranty was not valid for various reasons of any complaint. I have a $4,000 unit hanging on the side of my house that doesn't work and has never worked. I had an HVAC guy come out and confirm that it was hooked up properly and it was properly charged he refused to work on it. He refused to work on it because Mr Cool Man are dealing with warranties. Nobody wants to work on it and it's never run $4,000 and I'm sitting under a $99 window air conditioner right now because they do not stand up to their warranty. I've made numerous contacts with them to get nothing back. The product crap. Local HVAC people tell me that Mr Cool only gives them credit in exchange for warranty parts after a lengthy negotiation processes. No one Mr cool call me back now. I recommend it to no one I still don't have heat and air but I have $4,000 Rock hanging on the side of my house with Mr cools label on it.

  

  Business Response

  Date: 06/01/2023

  Unfortunately, due to the full circumstances behind the customer's unit not working, she is not covered under warranty for this issue.  The reason that the system is not working is due to a grease fire in her kitchen which melted and damaged the unit.  I will include her initial ticket and explanation of the situation.  Unfortunately, as mentioned, this is something which is not covered under warranty and would require the purchase of a new air handler to replace the damaged one.  If a replacement air handler is purchased, then we can assist with further troubleshooting if there are additional issues, though due to the circumstance the customer may be required to have a tech work on the unit.  If so, we can schedule a call with their tech to work with them to diagnose any further issues, if any.

  "******** * *****
  
  Jun 29 04:58
  To:
  MRCOOL
  Show more
  Hello MRCOOL,
  You are being contacted via MRCOOL:
  Name: ******** * *****
  Email: ***********************
  Subject: Message sent from your contact form.
  Date: June 29, 2022 @ 4:58 am
  Message:
  Good morning, I recently purchased a Mr cool diy heat pump 42000 btu with two 12000 and an 18000 btu air handler from premium home source. I was very excited to finally be warm in the winter and cool in the summer. I had a grease fire Sunday the 19 the of June and the 18000 btu air handler literally melted off the wall. I had not completely installed the unit and never had the pleasure of using it. I am disabled and on a fixed income with absolutely no home owners insurance. I am contacting you with hope that you could find a way to assist me in replacement of the air handler. I would be happy to provide photos of the melted unit. It was not near the fire but literally melted off the wall. Thank you in advance for your time and consideration any assistance will be tremendously appreciated."