Reviews

Review Details

• Review fromJames A

  Date: 04/25/2025

  1 star

  James A

  Date: 04/25/2025

  Mr. Cool is currently telling me that they don't honor warranties if one of their units transfers owners. Two years ago I purchased a home from someone that put in an addition. This room is heated and cooled by a Mr. Cool unit. The paperwork for this unit says that the warranty extends to the end-user, which is me. However, Michelle R (a Customer Service Manager) says that once a Mr. Cool unit transfers owners, the warranty is null and void. This is a very convenient policy for a company with a product that changes owners quite a bit, as I assume this is something people flipping houses use as a cheaper option. This should be illegal.
  

  MRCOOL

  Date: 05/05/2025

  We're truly sorry to hear about your frustration, and we understand how disappointing this situation must be. When you first reached out to us, we reviewed the warranty terms for your unit and confirmed that, as noted in the final bullet point of the warranty document, coverage does not transfer between owners and explained that it was not under warranty. Additionally, the original warranty period for this unit expired over two years ago, so even if the warranty had been transferable, it would no longer be in effect. We are here if you have any further questions or if we can assist you in any other way.

• Review fromBill J

  Date: 02/03/2025

  1 star

  Bill J

  Date: 02/03/2025

  Try contacting them. See how many days it takes for them to get back to you. I called at 8:30 Monday morning and received the standard "we are receiving a high number of calls." Sure you are. There's no one there to take the calls. That's the problem.
  

  MRCOOL

  Date: 02/04/2025

  I do apologize for any inconvenience you have experienced.  Please feel free to email me directly.  My email is [email protected] and I will be more than happy to do my best to assist you.  I will be glad to give you a phone call as well if you'd like to include your phone number along with your email.  

  Thanks so very much.

  Faye Janes, Customer Service Manager

   

• Review fromGreg J

  Date: 02/01/2025

  1 star
  If you want to save money buy something else. I’ve had one for two years and it’s dead. Spent over $1500 in repairs already and quote for new repairs over $1200. Since the unit was only around $1300 new this is ridiculous. Support has been terrible and won’t honor warranty. It’s hard to find a company that will service it. The closest company Mr Cool had to service it will not travel to me. Our little business is losing money and we can’t afford to repair or replace. The units are not built to last and are prone to breaking down more quickly compared to other brands.

• Review fromDavid F

  Date: 01/29/2025

  1 star
  If you buy a MrCool system don't think your going to get good heat, there new ad says heats to. -22° don't believe it, its a lie. They do not provide any service weather its your fault or there fault. All you are buying is the system.

• Review fromDana D

  Date: 01/17/2025

  1 star
  I just bought 3 systems for my house in ny...we were able to open 2 of the lines but the 3rd one it seems like the company over tighten it causing the allen wrench to break off inside...called customer service...they blamed us and said they won't help us...this very upsetting knowing we spent a lot of money...I do not have any heat which is preventing us from moving in...there is 3 of us living in a one bedroom 200sq ft apartment until this is fixed

• Review fromJeff A

  Date: 01/16/2025

  1 star
  I had a horrible experience with my MrCool Advantage series unit and with customer service. After about a year of operation my unit started shutting off with no error codes during heating mode. Unfortunately contractor was unable to assist under the installed warranty but instructed I called MrCool technical service. After many phone calls and email exchanges they recommended I hire another HVAC company for a pressure check and refrigerant recharge. I did so and the problem persisted. After speaking with Faye, their customer service manager, I was promised to be reimbursed for the service call since it yielded no results and was promised they would keep my ticket open to assist with troubleshooting. After the new year the conversation went cold as my phone calls and emails to their ticketing system went unanswered. I recommend folks who are considering to install MrCool look elsewhere, the costs savings are not worth the headache and non functional equipment.

• Review fromJohn H

  Date: 01/14/2025

  1 star
  Just had professionally installed before winter. Very aggravated and dissatisfied. I live in a mobile home and the unit struggles to heat, when it's really cold it blows cold air runs constantly and my electric bill tripled. I wouldn't recommend it. I hope it doesn't blow hot air this summer. 

• Review fromCLAUDE H

  Date: 12/24/2024

  1 star

  CLAUDE H

  Date: 12/24/2024

  Bought a furnace 2 years ago and yesterday it was blowing cold air go to the basement to check on what's going on and find the flame rollout switch tripped so I reset it and after about 10 minutes back to cold air. So I go and take the duct off the top of the furnace and look and the Heat exchanger is cracked. Call customer service and tell them they say I need a install invoice and a invoice diagnosing the cracked heat exchanger. I bought this furnace because of the diy marketing on it i installed myself. Which i was told voids any warranty company is shady and is using false advertisement and marketing something as a diy easy install but then refuse to stand behind their product or marketing if you do it yourself will never buy another mrcool brand product ever again because of this. So here I am day before Christmas and buying another furnace to replace the one I bought and installed around Christmas 2 years ago because of their deceptive marketing diy my butt when you won't honor the warranty when you diy it.
  

  MRCOOL

  Date: 12/26/2024

  I do apologize for the inconvenience of this matter. We do always have to work with a licensed HVAC technician when troubleshooting a gas furnace for multiple reasons.  The most important reason is safety.  We always strive to make our customers happy but we would never compromise their safety to do so.   Please let me know if you have any additional questions.

  Thanks so very much.  

   
  

  MRCOOL

  Date: 12/27/2024

  I do additionally apologize for the inconvenience of this matter and want to also add that we never advertise furnaces as a DIY product as they are certainly not a do it yourself install.  Furnaces must always be installed by a licensed HVAC technician.  

  Thanks so very much.   

   

• Review fromRick S

  Date: 12/10/2024

  1 star

  Rick S

  Date: 12/10/2024

  I have never seen such poor costumer service. Installed my furnace about a week ago, called to ask a question and the lady I talked to told me since I installed it myself my warranty was void. And as of today they still haven’t called me back. Don’t waste ur money on a company that doesn’t care about their customers.
  

  MRCOOL

  Date: 12/13/2024

  I personally talked with this customer and did confirm that I will do anything that I can to help.  The system is up and running at this time.  I provided him with my direct contact information so he can reach me anytime he needs anything.  I did explain to customer that he will have to have a certified HVAC technician present if he were to need any sort of troubleshooting assistance from MRCOOL as his system is a gas furnace and we don't want anyone to get hurt.

   

• Review fromBill D

  Date: 12/03/2024

  1 star

  Bill D

  Date: 12/03/2024

  I purchased a Mr. Cool mini-split about two years ago. About 8 months ago it stopped heating/cooling. I had an HVAC professional come out, it cost about $800, and they identified that one of the factor air handlers had a leak that was a result of a manufacturer defect. I spoke with Mr Cool who advised that they would replace the air handler, but that I had to pay for the shipping, return the old one, and PAY for all of the labor/costs to have it recharged by a professional, etc. That cost me approx. $1500. Fast forward to today, and my Mr Cool system is not heating. I just paid an additional $400 for an HVAC professional to come out, and they have identified that the OTHER handler has a leak just like the first. Mr. Cool is a terrible company, with a terrible product, and they do NOT stand behind their product. I would highly recommend finding an alternative brand.
  

  MRCOOL

  Date: 12/13/2024

  We contacted this customer and offered to waive his shipping.  We are unable to provide any other assistance as the warranty does not cover refrigerant, HVAC tech charges, etc. etc.