Customer ReviewsforMRCOOL

I have placed 3 calls into Mr. Cool with a call back request over the last 2 days and also sent a message through their website yesterday, but no response or acknowledgement.

I did reach out to the customer this morning and was able to talk to him on the phone.  I increased the priority of his support ticket so that he might get tech support as quickly as possible.  I provided him with my direct email address so that he can always reach out to me for any issue that he might have and I will do my best to resolve the issue.

Thanks so very much.  

Been without A/C for three months in Florida, need i say more-I think so. Called for warranty nobody called me back. Finally found the factory’s number they said that the tornados slowed any orders after i payed for a replacement unit, still utilizing my mini splits to save $. Took 45 days to have shipped still no call from the repair team. Finally payed for A/C company to help with install. I could keep going but i think you get the point. Mr Cool-MR Not So Cool!!! Steer Clear of these guys. Finallly had to YouTube my way to get this working. Thanks for nothing Mr Not So Cool!

I did talk to customer on the phone this morning.  I provided him with my direct email address so he will have access to me for any issues he might have moving forward.  He is going to send to me a picture of his serial number and I am going to proceed with the tech support/warranty process so that the issue might be resolved.

Thanks so very much.  

I've waited In Total 8 hrs with no call back! They only have about 10 CSR's fir the whole company from what I've gathered and that's being generous! Absolutely no tech support so far. Been 8 days.

MRCOOL Tech Support has reached out to and talked to customer and provided tech support.  MRCOOL Customer Service Manager has followed up 07/11/2024 and left a message for customer just to make sure everything was resolved.  Provided customer with my direct email address on the voicemail  for any issues now or in the future. 

Faye Janes, MRCOOL Customer Service Manager

I bought a Mr cool 2.5 ton heat pump from Mrcool after 1.5 years the reversing valve went bad. I just wanted to buy a new one. No one answers the phone tech support is none existent I cant even get the part # to buy. It has been 2 weeks now that I have been trying.

I have tried to call this customer and did leave a voicemail.  I have also emailed him.  He does have a Warranty claim that has been approved and that I have now expedited. I will get this replacement part to him as soon as possible and will stay in contact with customer until I know this issue is fully resolved.

Thanks so very much.

Faye Janes, Customer Service Manager

We bought a Mr cool diy in September 2022 in worked fine for the winter but for summer 2023 the system on the inside kept freezing up leaving us with water running down our wall and soaking our carpet. Trying to get someone on the phone at Mr. Cool was next to impossible they prefer email they tried to tell us at first it was the Freon I paid a hvac company twice to come out and check the Freon The first time they come out, they didn’t write the reading on the receipt. The person at Mr. cool said they had to know what the number was so the hvac guy came back out. Then they said it was the motor board which they would be sending out to us. I said please overnight it because my husband is getting ready to have a cornea transplant. We waited and waited and never received the motor board and the video they sent was absolutely ridiculous. It made it look so simple because the system they were working was laying on a table. We never received the motor-board so I finally got in touch with them. They said we’re waiting for your payment. I said payment for what they said for shipping. Why should I have to pay shipping for something that’s under warranty and I would have had to pay someone to put the motor board in by then. By accident I figured out the issue on my own . The thermostat on the inside unit is 5° off. So I just have to adjust it accordingly. Here we are summer 2024 the outside unit is making , a humming noise that is unbearable again it’s impossible to get anyone on the phone They emailed my husband and asked him for a video so he sent it, this time they’re telling us It’s the condenser and they want $140 to ship it to my house. Customer service is the worst. When you spend several thousand dollars on an air conditioning unit you certainly don’t expect to have issues with it every summer since you’ve owned it. And I certainly shouldn’t have to pay for shipping because you’ve provided us with faulty equipment. I would never buy this unit ever again.

Alittle after 2 years the outdoor control unit went out. I can’t understand why they only give a 2 year warranty on professional unit. Going back and forth for 2 weeks taking reading on units giving serial numbers for them to only tell me in the end that it’s out of warranty so I wasted 2 weeks without a/c and could have already had the part. Worst customer service and horrible warranty and to think I was going to buy another unit. Will be going with another brand that take pride in there products and stands by it!

THIS COMPANY DO NOT STAND BEHIND THERE PRODUCTS AND PROMISES TO THE CUSTOMERS. I purchased a 3Ton 15 seer central air condenser and a 3Ton evaporator coil for 2,060.72. The units arrived on 4/4/24. I had the unit installed on 4/12/24. The unit didn’t work after being installed. I called to return the unit on 4/15/24. I was told I could not because it had been installed. I wouldn’t have known that it didn’t work until it was installed. I received a replacement part on 4/19/24 . I had Emergency heating and air come out to install the control board (replacement part) on 4/22/24. I was told by the 2nd installer that it was something else. They spoke with Mr. Cool technical support. The second company was told that they were sending out a fan and a small control board. I haven’t seen or been updated on the repairs of this NEW unit. I was told that they were going to pay for all the additional service from the license HVAC. JUST RUN FROM THIS COMPANY. THEY DONT REPAIR OR FIX ANYTHING. THEY JUST WANT TO SIT BEHIND A DESK AND SEND EMAILS. THEY DON’T ANSWER THE PHONE. PLEASE CHECK WITH THE BBB SO YOU DONT GET TRAPPED.

The warranty replacement is out for delivery regarding this matter and should be delivered by 7 p.m. today.

 

Purchased a 5 ton GeoCool Inverter series ground water geothermal system. Was never able to get more than 33,000 BTUH from it, when the AHRI certification rates it at 55,000 BTUH in heat mode. Spent two months working with MrCool tech support, often waiting days for an email response to my questions. Finally I filed a BBB complaint and they sent me a new A-coil board. Did not fix the issue. They then said that they believe the system is operating within normal parameters and could not help me further. So, essentially, I paid over $6,000 for a 5 ton system that puts out less than 3 tons. Technical support is terrible. They don't answer their phones. You have to wait for them to email or call you, sometimes for days or more. They never really answer your questions, but ask you to run more tests and supply more data instead, so communication is mostly one-way. I wish I looked up their BBB profile before buying the system. I have now contacted the seller (Ingram's) about returning the system, but it is outside their 30 day return policy window because of communication delays from MrCool. Ironically, both companies are owned or part owned by the same person. Convenient, yes? Now I am finding out that most licensed HVAC companies will not touch a MrCool system. You are literally on your own if you purchase one of their systems. I wish I could give zero stars.

I apologize for the delay as we are experiencing a high call volume but activity correcting the problem. If any issues please reach out to [email protected]. 

Mr. Cool DIY – 12K BTU “Do Not believe what they say!” Beware the efficiency on the 12K unit cannot heat an area half the recommended size above 45 Degrees, when the outside temp is 10 degrees or below. MR Cool Distributor: “The efficiency of the unit begins to decrease when temperatures drop to around 5 degrees Fahrenheit. At approximately -13 degrees Fahrenheit, the unit will operate at about 70% capacity” Mr Cool Customer Service: Non-Existent / Worst I have ever experienced! Absolutely the worst customer service I have ever had an experience with! • Emailed to report issue with heating on 1/16/24 • Lm 1/18/24 • 1/25/24 emailed again. • 1/25/24 Responded to confirm no error codes as stated in first email there were no error codes (NO MORE RESPONSE) • 1/29/24 Left Message for Manager of Customer service. • 1/31/24 Emailed Support again • 2/22/24 Mr Cool Distributor Response: “It's important to note that the system is operating as intended and is providing the level of heating it was designed for.” Beware the Mr Cool 12K unit in colder temps!!!!

I'm sorry to hear of the issues, I found where you spoke with a few of our technicians and they had explained due to the environment and being near a lake it can lower the efficiency of the unit due to the humidity levels and can have the system run through defrost a bit more often which looked to be every 45 minutes which is average.