142 Customer Reviews
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Review from Chris A
1 star08/09/2024
Since installation random units will not cool. Have spent many hours on hold and waiting to get a return call to no avail. Tech support has not returned my call. Unit has not worked correctly for a straight 24 hours.MRCOOL Response
08/12/2024
I do apologize for this inconvenience. I have now asked tech support to reach out to and they have done so at this time. I have also called the customer and am going to call him back around noon as he requested.
Thanks so much.
Review from Richard H
1 star07/24/2024
If I could leave a zero start review I would. Purchased mini split 48k 4 zone set up Nov 2022 for coding issues/contractor requirements had to wait till June 2024 for install. Units worked great for a whopping 2 weeks. I started to receive a PC00 followed by PC04 error. Tech support has been helping me up until yesterday. Tech has strung me along for 8 days asking for 1 - 2 troubleshooting steps before closing for the day and picking back up the following. After the tech stated the main board might be the issue I have stopped receiving communication entirely. We are at the peak of summer with no AC after spending thousands to purchase and several more to install by pro. This is the worst customer service experience I have been through. Instead of sending me the consumer all steps to take in one email they chose to make this a lengthy process. I have left several messages for call back to MRcool tech and customer care only to be told long hold and someone will call me back. I wish a lemon law existed for hvac units because I would have sent it back. They claim “head of class warranty”. This is my very first ever BBB complaint and personally would not have gone this far if support had been reasonabble.MRCOOL Response
07/25/2024
The tech that they are working with will be calling them today. They are working with her via email at this time but will be giving them a call in hopes of resolving the issue.
Thanks so very much.
Review from John D
1 star07/12/2024
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.MRCOOL Response
07/15/2024
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.
Review from Douglas C
1 star07/12/2024
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!MRCOOL Response
07/15/2024
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.
Review from Steven S
1 star07/08/2024
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 Response
07/11/2024
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
Review from Gary L
1 star07/08/2024
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.MRCOOL Response
07/11/2024
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
Review from Sherry C
1 star06/24/2024
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.MRCOOL Response
06/27/2024
I am so very sorry for this inconvenience. I have contacted the customer and made him aware that we are going to wave his shipping charges at this time.
Thanks so very much.
Review from Nick M
1 star06/20/2024
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!MRCOOL Response
06/24/2024
I do apologize. I did pull up the support ticket and was able to verify that the system is outside the warranty period.
Please le me know if I can be of assistance in any other way.
Thanks so very much.
Review from Mike P
5 stars06/04/2024
Well MrCool did reach out to me to resolve this issue. They looked into this problem and went to work to take care of it. MrCool stood behind their product and made sure I got what I paid for. Thank you Faye! I am very pleased with the unit. It works better than expected, extremely quiet and blows ice cold in this Arizona desert temperature. I am already seeing a reduction on my utility bill as well. Thanks again for your diligence on correcting this issue. I will be a repeat customer. Mike P*****Review from Dorothy B
1 star04/29/2024
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.MRCOOL Response
05/01/2024
The warranty replacement is out for delivery regarding this matter and should be delivered by 7 p.m. today.
Customer Review Rating
Average of 142 Customer Reviews
Contact Information
48 Remington Way
Hickory, KY 42051-9079
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