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:04/17/2023

  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.

  Over the last few months I have been in contact with the Mr Cool warranty department to get my air conditioner and heat pump fixed. They had horrible service that was really confusing. They told me they were sending me a part that was really complicated to install, so I had the HVAC company that diagnosed the issue there when the part arrived. Mr Cool didn't send a part though, they sent an entire unit. The HVAC company wouldn't cancel the work order and charged me 2000$. That would have been fine if the system worked. The brand new unit I was sent was not functioning and had faulty boards. Mr Cool told me to save the 700$ quoted by the HVAC company and swap the boards for the new and old system. I did that and the system still didn't work. they said that I was wrong. Now they will not respond to me. I want a refund. I want them to pick up their 2 broken units that are on the side of my house. I want them to reimburse me for the 2000$ in HVAC charges that were caused by their horrible communication. I want them to reimburse me my electric bills because I had to go the entire winter with inefficient space heaters. I want an apology for passing me around between representatives instead of treating me like a human.

  

  Business Response

  Date: 04/24/2023

  Customer was assisted through warranty on February 6th and was sent a brand new condenser through warranty instead of a part due to the part being complicated to install without a technician (pressure switch) and the unit only being a year and a half old.  Customer was made aware of this on the 6th and knew on the 6th that the pressure switch was the issue with the currently installed system as can be seen in the attached ticket.  Before warranty shipped out the condenser, they also mentioned that a Condenser was being shipped out as can be seen on the attached email.  When received, the boards were removed from the warranty condenser and swapped with the currently installed system.  As the boards were not the issue part, this made no impact on how the system ran.  Customer was instructed to put the board back into the warranty condenser and install the new condenser as originally instructed, but so far has not been willing to do so.  I am including below the ticket and the email from the warranty team.

  Customer Answer

  Date: 04/27/2023

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

  False. Please just make it right. 
  
  
  
  Sincerely,
  
  
  
  ******* ***

  

  Business Response

  Date: 05/03/2023

  I do apologize for the inconvenience on this matter.  We had sent a full outdoor unit through warranty to try to prevent any added cost or frustration on your part.  Since this unit was disassembled upon receipt, the correct part to remedy the issue can be used to repair this from the new system that you were sent.  This would be the txv valve.  This part would require a tech to install.  The other solution would be to replace the board into the new unit and connect the new unit to the existing lines and electrical as that would also remedy the issue.

  Customer Answer

  Date: 05/07/2023

  
  
  Complaint: ********
  
  
  Please read the email exchange. I did not disassemble the unit that was sent to me. The HVAC technician I hired did not disassemble the unit. No one disassembled the unit. It was installed brand new out of the box with no modifications and did not work. The unit came with broken boards as diagnosed over the phone with a Mr cool representative. I did not touch the unit for multiple weeks until a Mr Cool representative told me to swap the boards. I did not swap the boards when I was first told to buy the representative over the phone. I waited weeks and did not swap the boards for fun. I did not want to do that at all. I did that because your representative told me via email that was my only option. I do not want the unit fixed anymore. I would like to recoup my losses and buy a different brand. Please just refund me and arrange to have the units picked up. 
  
  
  
  Sincerely,
  
  
  
  ******* ***

  

  Business Response

  Date: 05/12/2023

  I do apologize for any misunderstandings.  I am simply going on the information that you provided in your emails and the discussions between you and our representives regarding diagnosis and repair of the system.  On Feb 6th at 12:05 central, you noted that the pressure switch was the bad part that needed replacing, which would have no correlation with a board replacement:
  ************         Feb 06 12:05
  These are the photos the HVAC guy took. I think he said the pressure switch is what you guys will send me. How much of repair costs is covered under warranty?"
  
  Later that day, ****** from our Tech team let you know that instead we would be sending out a full outdoor system:
  *******         Feb 06 15:49
  I have actually gotten you submitted for an entire new outdoor unit. Your information has been submitted to the MRCOOL warranty department. You'll receive an email with a reference number once your claim is processed. Further tracking updates will be sent via email. Thank you for choosing MRCOOL. Have a great day!"
  
  After that, you had contacted us for reimbursement for the tech cost for which we could not do with it being a DIY system and you having recieved a full system which that discussion had went on until mid march.  After that, you reached out again as a followup to that discussion and said:
  ************
  Apr 05 11:51
  This is a follow-up to your previous request #85537 "Re: [MRCOOL] Re: Re: [MRCOO..."
  So I swapped boards and the system still doesn't work. I contacted the eBay seller for a refund and they ignored me. Are you going to send another unit or more boards? I now understand that a condenser is what you call the outdoor unit. So when I see that there's a condenser on the way I'll make sure I do the install myself. "
  Since it was a reversing valve, replacing the boards will not fix it and so the boards will need to be replaced and the newly sent system should be installed.
  
  

  Customer Answer

  Date: 05/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the new system was installed. Fresh out of the box. No switching of parts. It did not work. Mr cool was called by my HVAC technician. They were told over the phone to switch the boards. I do not have access to recorded phone calls to your company, but you might. The HVAC technician asked if I wanted that done and I said no because I am poor. The email correspondence is very confusing because Mr Cool representative passed me around like I was diseased. Please read more thoroughly. 

  I installed the original unit with help from an HVAC friend. In the fall when I switched from AC to heat, it did not work because the reversing valve was bad. I arranged for an HVAC company to be there when the part arrived. They were and it was an entire outdoor unit. They changed the work order from a repair to a replacement of the entire unit and installed the entire unit fresh out of the box without modifying or switching anything. He finished and told me to turn the breaker back on. I did but the unit did not work. It was sending error codes. The HVAC technician said that he didn't know what could be wrong and he would ask a Mr Cool representative. He called them and after waiting on hold for a long time the representative he talked to said the boards must be bad. He said there's another broken unit in my yard. We could try switching the boards to fix the problem. The HVAC technician wrote up an estimate for that. It was too expensive. I contacted Mr cool through email. They said I could switch the boards myself. I did not want to do that. I shouldn't have to do that. Send someone to my house to confirm that nothing is wrong they can check serial numbers or whatever. I did not sabotage the unit and I didn't do anything I wasn't told to by your company. Please just stop giving me the run around. Send a human here. I'm tired of storing these broken units. 
  
  
  
  Sincerely,
  
  
  
  ******* ***

• Initial Complaint

  Date:04/11/2023

  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.

  We purchased a ductless mini split with two units for our home in August 2022. The larger unit never blew cold air and a few days later the second unit broke as well. we emailed customer service same day. We were asked for a bunch of information which we provided. Then radio silence. We have been emailing and calling for 8 months now with zero response. I just called AGAIN. I got put in the queue and after 10 minutes was transferred to voicemail. We called the company we bought the unit from and they told us they get these calls about Mr. Cool products constantly. They gave us a number to call and surprise surprise it was the same Mr. Cool cs line I just hung up with. This company is a sham. They take your hard earned money, consistently sell defective products and never respond. They don't stand by their product in any way. I'm disgusted. These units cost us several thousand dollars. If I have to file a claim I'll do that as well. It's obvious by the reviews on this site that they're a total scam and do this to everyone.

  

  Business Response

  Date: 04/19/2023

  Customer has been speaking with a technician and has been instructed to have refrigerant levels checked as the unit appears to be low on refrigerant.  Customer was speaking to a tech in September of last year and stopped responding back so the ticket was closed due to no response from customer and thinking that the issue had been resolved.

• Initial Complaint

  Date:03/29/2023

  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.

  My MRCOOL Universal unit failed around Feb 20th, 2023. I called Mr.Cool to speak with a tech to have the issue resolved. I tried to reach out via phone multiple times, but was unsuccessful in reaching anyone at the company. I eventually submitted a request online. A week or so later I received a phone call from a representative who took my information. She said a tech person would call me back. In the meantime she asked for me to send her some information on the compressor readings and voltage tests, which I promptly did. I never heard back from her or the tech... I waited several weeks... Followed up again... did not hear anything back... waited again, then followed up again... Finally I emailed and said I was going to file a complaint. I then received a phone call from Ingrams Water and Air - they said they had received the referral from MRCOOL because MRCOOL had reported to them that my issue was not related to warranty, even though I never even spoke with a tech!!!!! Unbelievable. I told Ingram's that the information she was given was incorrect. She said she was sending it back to MRCOOL and that I should receive a call from MRCOOL's tech department to help diagnose. That has never happened... Meanwhile, I have not been able to heat my home and have had to substitute with other forms of heat.
  MRCOOL is an extremely dishonest company, and I mean that with every meaning of the statement. They build an inferior product, then refuse to support it. A complete scam. I feel sorry for the employees that work there, it must be a real ethical dilemma to go to work everyday.
  I just need help from MRCOOL's tech department to diagnose my unit. At this point, I don't want their free parts, I just need some good ole' fashion customer service.

  

  Business Response

  Date: 04/05/2023

  Customer first reached out on Feb 28th at 8:51am central time by email.  A request for further information was sent at 10:47am on the same day by one of our agents which was never answered.  Customer then reached out again by phone on the same day at 1:51pm central and spoke with one of our agents who had the customer perform some electrical tests as well as gathered his information.  The issue required a technician to further diagnose the issue and as the customer had purchased at Ingrams, the information was sent there.  Ingrams handles it's own warranty claims personally so that is the normal progression for their customers.  Spoke with Ingrams and they did reach out, but customer was not receptive to going through warranty there.  If customer prefers, we can have one of our techs work with him if he is against working with Ingrams.

  Customer Answer

  Date: 04/06/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  the statement is false and misleading. Please reach out to me as I have requested multiple times. I have been promised follow ups that never happen. And ingrams was not providing warranty coverage- she even said so when she called! 
  call me, email me, pigeon drop me for all I care, but don’t act like you’ve made an effort at all.

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

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

  I will be available all day Monday 4/10/23

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

  

  Business Response

  Date: 04/12/2023

  Have reached out to the customer directly to see if we can get a technician call scheduled with their technician while at the system or see the back and forth with Ingrams in order to get this matter resolved.  4-12-23

• Initial Complaint

  Date:03/23/2023

  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.

  - I spent $3,061 on a brand new mini split unit from Mr Cool
  - The unit was immediately shows signs of not functioning properly. The heat setting don’t work. It blows out cold air in the heat setting. The fan speeds does not change no matter what settings you’re in. The turbo option does not work. The lines are leaking refrigerant. The swing does not function on my unit. I expressed all of these concerns to Mr Cools customer service, however they continued gaslighting me and trying to convince me that I was in the wrong. I finally had a customer service manager reach out that said we “put the incorrect size unit in our building”. We had an HVAC expert that came to take a look - who let us know the size unit should be working great with our size building, especially with how we have it insulated. Put HVAC expert also agreed that something was wrong with the unit itself.
  
  Mr Cool completely denied any further help and is refusing to send a working unit. They even denied any warranty help. The unit was just purchased in January 2023, and installed March 2023 once the building was fully insulated. Mr Cool is providing units that do not run, and completely denying help after people spend thousands on their items.

  

  Business Response

  Date: 03/30/2023

  Customer was submitted to our technicians in early March where they attempted to diagnose the issue that the unit was not heating.  It was explained to the customer that there is limited control of speed and swing settings when in heating as much of that is managed by the system to prevent overheating during heavy usage periods.  This is the first mention of leaks in the line sets.  Pictures of the line sets were requested since if the unit is not blowing warm, often it is due to untightened connections at the connection points.  These pictures were never received as the customer stated there was no reason to send them.  Warranty was not denied on the system, but certain things are needed for warranty claims such as pictures of the connections and the issue needs to be properly diagnosed.  The unit does not appear to be sized correctly for the space where it is installed so it is likely that the system will not be able to properly heat that space during cold weather, which currently matches to what information we have been provided and the customer's account to us of the issue.

  Customer Answer

  Date: 04/03/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  There was no reason to send photos of connections or anything for that matter. We already had to hire an HVAC company to come out and look at it, where they checked everything and confirmed all was installed correctly and no loose connections. This was already explained to MR COOL as well. The HVAC company also explained that this unit was correctly sized. The HVAC company also attempted to call MR COOLs customer service line a total of 3 times so they could explain to them that the unit was faulty and how they should move forward so we had a working unit. However, because MR COOL does not answer their customer service line, and does not return phone calls, he was not able to speak to anyone. Also - warranty was fully denied. I can attach the email from Steven that says so if needed.

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

  

  Business Response

  Date: 04/10/2023

  Unfortunately, we do require pictures for the troubleshooting process and for warranty claims as we must confirm that a unit is properly installed.  If an issue does exist, then we need cooperation from the customer to diagnose the problem and that does include pictures and otherwise. The email you received stated the following:

  "I sincerely apologize for the inconvenience caused by the sizing issue with your HVAC unit. As the manufacturer, we are only able to offer informal recommendations on sizing based on certain criteria.  A unit is capable of heating/cooling a space of x square feet, but that is all dependent on various factors of the space and is why it says that it does "up to" that size. The proper way to determine the appropriate size of a system is through a Manual J Load Calculation, which requires a technician to visit the space and consider various factors such as insulation, building materials, ceiling height, appliances, windows, doors, and average temperatures of the area.  This will provide you with the BTU needs for cooling and heating your space, and is the most accurate way to size an HVAC system.
  
  After reviewing the provided information, we have determined that the unit is functioning within its intended specifications, but that the unit is improperly sized.  I have been speaking with our head technician this week and going over the case and he was able to do a rough estimate using an HVAC calculator based on your space size, insulation, zip code, and assorted features that we know of in the space and it was undersized by a good margin.  Unfortunately, there is nothing that we can do through warranty or otherwise to make the unit work for your current space since it was sized incorrectly. As a result, additional cooling and heating may need to be used to maintain the desired temperature and efficiency for that area."

  Customer Answer

  Date: 04/11/2023

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

   

  MRCOOL addressed nothing mentioned in the other response. Specifically that a HVAC company came out and confirmed the unit itself was faulty. MRCOOL, once again, refuses to answer the phone so all noted issues from a professional company could be addressed to MRCOOL. “Unfortunately, there is nothing that we can do through warranty or otherwise to make the unit work for your current space since it was sized incorrectly” - that statement was declining warranty. It was also confirmed with the hired HVAC company that the unit was, in fact, sized correctly. 
  
  
  
  Sincerely,
  
  
  ***** *****

  

  Business Response

  Date: 04/21/2023

  In order to troubleshoot issues, we need certain information.  If the customer refuses to provide things such as pictures/invoices/etc it makes further troubleshooting difficult.  The information regarding the issue that we have on our end indicates that the unit is incorrectly sized and have requested further information multiple times such as pictures of connections and valves.  Warranty was never denied, but to warranty out equipment we need to be able to diagnose an issue and what is needed to resolve an issue.

  Customer Answer

  Date: 04/24/2023

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

  We have a trusted HVAC company that we have been working with. Our HVAC company has been attempting to contact MR COOL on multiple occasions so they can assist with letting them know the issues with the unit itself. They also wanted to let MR COOL know that it was correctly sized. Had they actually responded and answered phone calls from the company, they would know what’s going on. MR COOL does not have local technicians that will come out, rather they would prefer the back and forth and arguments so they don’t need to cover anything. Again, it’s the reason we hired the HVAC company to begin with, so we knew we were doing everything correctly on our end. Because MR COOL refuses to respond, our HVAC company has not been able to fix the issue with the faulty unit we were sent.

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

  

  Business Response

  Date: 05/01/2023

  The flast request to the customer was:

  ******* *
  
  Mar 23 12:31
  I will still need the photos of the line-set connections, valves with the protective caps off and wiring terminals. Our warranty is for parts and compressor so i have to trouble shoot the broken part so warranty will approve it.  This involves me sending the pictures as evidence that everything was correctly installed. I need to also ask if you would send me a copy of the tech write up.  Thank you."

  We are more than happy to assist with warranty, however we will need certain requested information in order to assist and diagnose any issues.

  Customer Answer

  Date: 05/02/2023

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

  The response doesn’t address my concern.

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

• Initial Complaint

  Date:03/16/2023

  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.

  Bought a mini split. When i received the unit and when installed it did not work like it was supposed to. I reached out to mr cool to try and resolve the issues and had nothing but issues trying to get a response out of them.. It has been one excuse after the other since i have been in contact with them. When spoken to they have been very disrespectful and don't appear to care what their customer think.

  

  Business Response

  Date: 03/17/2023

  Customer has been speaking with members of our team since January.  Customer says they have leak in the system, but has been unable to provide the location of the leak.  Have assured customer that we can get the warranty claim expedited once we have that, but we need to know the location of the leak and are awaiting that. 3-17-23

• Initial Complaint

  Date:03/15/2023

  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.

  We purchased the Mr. Cool system for our new home last spring. It was installed the beginning of May of '22. It is a three head, one outdoor unit system. A few weeks ago, one of the head units stopped working. It started by beeping faintly and flashing all display lights, then powered down completely, never to power on again. We called Mr. Cool, who directed us to a tech support company for troubleshooting. We were offered one troubleshooting approach, which failed. We contacted an HVAC tech who installs and services mini split systems. He came out, looked at the unit, and got on the phone with Mr. Cool. Together they diagnosed the issue as a faulty wire and determined that the head unit was unable to communicate with the outdoor unit. Jeremy Rattin from Mr. Cool advised that we'd need to send them a copy of our purchase invoice, the make and model, serial numbers, etc of both the indoor and outdoor unit, as well as where to send the replacement parts. Also, the tech would need to send a write up of his findings as well to complete the claim process. All information was provided expeditiously on the part of the tech and ourselves. We received no reply. I followed up with Jeremy, who responded claiming he'd not received any of the requested information. I sent him screenshots of the email sent to him, which he did not acknowledge. I asked the techinician, Harry, to resend his portion as well. He did. We have heard nothing since. I have now sent five follow up emails that have gone unanswered by Jeremy. I followed up with a phone call this morning to Mr. Cool's warranty department as well, which so far, has gone unanswered. It's unacceptable that this company does not stand behind their products and flat out ignores their customers. The low temps at night have been in the low 20s here. We are without heat in a third of our house and are being forced to sleep with space heaters on. It's become more than a customer service issue, but a safety issue as well.

  

  Business Response

  Date: 03/17/2023

  Customer was taken care of through warranty and is happy.  Customer is receiving required parts for repair.  3-17-23

  Customer Answer

  Date: 03/22/2023

  Complaint: ********
  

  We are rejecting the business's response. Please see attached. Thank you so much!

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

  
  

  

  Business Response

  Date: 03/24/2023

  Customer received warranty parts yesterday (3-23-23) at 3:37 PM.  Customer was provided tracking prior to rejecting this response but may have missed the email containing the tracking information.

• Initial Complaint

  Date:03/10/2023

  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.

  Please replace unit or issue store credit. "Assigning an Ingrams tech" does not fix problem. Purchased from Ingrams Air. Mr Cool Air. Oct 3 2022 replacement lines did not address or fix the issue. Ingrams says to call a HVAC local tech yet provides no instruction or guidelines for tech to conduct. HVAC techs that have knowledge of Mr Cool Air are impossible to find. When I paid $350+ for a HVAC tech, Ingrams said the tech should have done more testing, but provided zero guidelines. Ingrams email replies "we will call soon" and Ingrams does not call. The warranty means nothing if Ingrams does not respond. Unit stopped blowing cold air. AC setting blows out 82 degree air. Ingrams will not respond to phone calls or emails.. When a ticket is opened, it is merged to my existing ticket with no response. I have saved all my correspondences.

  

  Business Response

  Date: 03/10/2023

  Reached out to Ingrams this morning to check on the status of this.  Spoke with a manager at Ingrams and have confirmed that this is being taken care of.  Customer was called by Ingrams this morning prior to submitting this response.

  Customer Answer

  Date: 03/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Ingram's response to a warranty claim is weeks. It takes multiple phone calls to reach anyone.  The tech advised me to do numerous verifications, such as taking off the lid of the outside condenser and looking at.  Another request was to disconnect the lineset.  I was told to get a local HVAC tech to inspect unit. Ingrams did not provide any instruction or checklist for the local HVAC tech.  This was $375.  When the report came in, Ingram's said the testing was incomplete and did not provide enought information.  On 3/16/2023, I was advise that the tech should check pressure on the unit and look for leaks. If I did this, the bill would be $700 plus. Ingrams knows this.  Keep in mind the cost of replacement would be roughly $2100.  There is no guarantee or assurance that Ingrams would honor the local tech's list of faulty equipment.  Mr Cool Air warranty is basically a cat and mouse game where the home owner is going to be left holding equipment that is useless.  The Attorney General of Kentucky needs to be contacted as soon as possible. I have Ingram's many chances.  Zero consolation and zero attempts to resolve were made. The only response was to go check something else or call the local HVAC person..
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 03/21/2023

  For warranty claims on potential leaks, we do require proof of leak location.  If you can provide this to either Ingrams or to MRCOOL, either company can file the warranty claim but we do require that for warranty.  The invoice from the tech only states that the system was topped off and that it was running properly so there is nothing that a warranty claim can be based on.  A leak test can be performed without needing a tech out through either a thorough soap test to locate and document the leak, or by using an inexpensive leak detector wand to locate the leak.  If you do so and send us a video of the leak location showing the wand or soap test results, then we can file a warranty claim for this matter.

  Customer Answer

  Date: 03/21/2023

  Complaint: ********:I am rejecting this response because:A) Ingrams/MrCool told me to hire a local HVAC tech around the first week of Sept 2022.  I specifically asked for recommendations, and Ingrams said that they do not have a list of HVAC techs or a list of items to check. I was advised to find a HVAC tech to come out and address the issue.. B) I found a local firm, Superior Air,and the tech did what he thought was correct.  That bill was $372.75 on 9/16/2022.  Keep in mind, this is roughly 25% of the cost of a new unit. C) When I called Ingrams back, the tech admonished the tech and me for not doing certain tests and testing. I had no knowledge of the methodology or requirements from Ingrams. Since that point, I have made it clear that I did exactly what I was told to do in terms of responsibility.  Since then, I have taken the cover off the condenser.  I have reset the lineset.  I have done other tests as instructed.  That equates to about two hours of my labor. D) Now I am told to have a tech come back out. This time, Ingrams is being more specific with the testing, which is a carrot on a stick approach. By experience, they know that to have the tech out for more testing would be a minimum of $700. It is very expensive.    My cost of the unit was $1450,56.  If another tech comes out, I will end up spending about 75% of the cost of a new unit.  Ingrams knows that it is not feasible to keep testing.  I asked Ingrams how many times do I have to have a tech come out. The answer was unresponsive. E) If Ingrams had a certified tech OR if they provided me a list of specific things to check for in Sept 2022, all of this could have been avoided.  T

  Customer Answer

  Date: 03/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am rejecting this response because:A) Ingrams/MrCool told me to hire a local HVAC tech around the first week of Sept 2022.  I specifically asked for recommendations, and Ingrams said that they do not have a list of HVAC techs or a list of items to check. I was advised to find a HVAC tech to come out and address the issue.. B) I found a local firm, Superior Air,and the tech did what he thought was correct.  That bill was $372.75 on 9/16/2022.  Keep in mind, this is roughly 25% of the cost of a new unit. C) When I called Ingrams back, the tech admonished the tech and me for not doing certain tests and testing. I had no knowledge of the methodology or requirements from Ingrams. Since that point, I have made it clear that I did exactly what I was told to do in terms of responsibility.  Since then, I have taken the cover off the condenser.  I have reset the lineset.  I have done other tests as instructed.  That equates to about two hours of my labor. D) Now I am told to have a tech come back out. This time, Ingrams is being more specific with the testing, which is a carrot on a stick approach. By experience, they know that to have the tech out for more testing would be a minimum of $700. It is very expensive.    My cost of the unit was $1450,56.  If another tech comes out, I will end up spending about 75% of the cost of a new unit.  Ingrams knows that it is not feasible to keep testing.  I asked Ingrams how many times do I have to have a tech come out. The answer was unresponsive. E) If Ingrams had a certified tech OR if they provided me a list of specific things to check for in Sept 2022, all of this could have been avoided.  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 03/31/2023

  As invoice states that the system was cooling and working correctly when the technician left, then from the technician invoice the system was working when they left.  If customer can email me and provide details of the issue or a copy of their troubleshooting and discussion with Ingrams, then I can look into this matter more.  As the warranty process had been going through a different company, I have limited information as to what was done but would be happy to schedule a time for the customer to speak with our technicians or to schedule a time when his technician could speak with our technicians.

• Initial Complaint

  Date:03/02/2023

  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.

  12/14/2022
  MR Cool 44,000BTU single stage gas furnace
  Purchased from Lowe's on 12/14/2022
  I have paid for a HVAC company to diagnose the problem and was determined to be the main board in the unit. After several weeks I did receive a replacement board. Made no difference the furnace will not light. I have been in contact with various people for the last 2 months trying to get this resolved. At this point I want a refund and instructions on how to ship this back.

  

  Business Response

  Date: 03/06/2023

  Due to it being a misdiagnosis of the issue that you are experiencing with your furnace, you would need to have a tech come back out for a proper diagnosis and may request compensation through the technician that you hired for incorrectly diagnosing the issue.  As for refunds, they must go through where the unit was purchased, in this case Lowes, so you would need to contact them in relation to doing a return of the system as we can only assist with warranty.

• Initial Complaint

  Date:02/16/2023

  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 a complete air conditioning system from Lowe’s.com January 14, 2023. The unit manufacturer is Mr cool from Kentucky. The unit cost $1743.00. When the front cover was removed from the air handler in order to wire up the electrical it was found that the fan motor and housing assembly was never attached with the fastener screws at the factory. During freight the housing fell from its track inside the unit and dangled from the wiring during transport from Kentucky to Oregon. The fan cage was badly dented. Wires were also torn loose from the main computer board.
  Since the unit is already installed into the duct work and Lowe’s was not at fault I contacted Mrcool directly by email. At first they agreed that they would take care of replacing the damaged parts after I submitted a long list of their required photos, as well as proof of purchase. After I supplied this information they simply replied “ cosmetic defects are not covered under the warranty”. I simply asked for the parts to replace the damaged ones. In my world that was quite reasonable.

  

  Business Response

  Date: 02/20/2023

  Customer's issue was transferred from the warranty department to the damages department as our warranty does not cover cosmetic damage, but our damages department does.

• Initial Complaint

  Date:02/06/2023

  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 purchased a Mr. Cool Gas Furnace ************** and received it on 2/6/2023. I installed it the same day and the Furnace gives an error code10 and shuts down. i tried calling the support number (270-366-0457) I get put on hold for 12 minutes then can only leave voice mail. No chance to speak to a person. I left 3 messages; i tried filling out a help ticket online. No response. It as been a week. Temps have been as low as 6 degrees. If they are going to sell furnaces to the public for DIY installations they need to provide rapid support.

  

  Business Response

  Date: 02/07/2023

  Customer spoke with a member of our support team on 2/6/23 and was assisted.  Customer is having a technician out to the system and will be scheduling a time for his technician to speak to our in house specialists.