MRCOOL
Reviews and Complaints

For the past several months I have been using an electric heater in my living room because my unit ceased operating. I have made periodic phone calls to corporate that continue to go unanswered. The compressor has been replaced once and I am again without heat or cooling. I have never encountered a company that is as DISFUNCTIONABLE as MCCOOL. I am a senior citizen on Soccer Security and no longer able to work on this equipment. I had an HVAC company check it and they believe the compressor has failed again. My disappointment led me to obtain quotes for a complete new system but that is not financially feasible for me. Your warranty is DECEPTIVE and DISHONEST. I have in the short term continue to contact you but only because I am stubborn. My original purchase was June 8 Purchased from AMAZON 18,000 BTU 16 SEER.

I bought the system through Lowes and had it installed in July . It has performed flawlessly until September . The coolant hose coupling has blown apart and the lines are not repairable as these are prefilled lower quality lines. This will require the entire line fitting to have to be sent back to the manufacturer and have a new one sent. This is only if I provide documentation to the manufacture (which I could do) and go back and forth to get the new lines. The system would then need to have the old torn out and the new installed. The cost of the repairs have been estimated at $800. That now brings the total cost of both years to $3000. I could have a bought a new warranty product and installation for $3600. If I were to have it repaired, it could blow again within a yard the hassle all over again. I do not recommend them.

I phoned their support number once, and received help to a damaged cover. I phoned their support number for the mini-stat once and they replaced a defective unit. I phoned their support number for help with a very wide range of the thermostat and left a number to call back - no call back. I phoned their support number 3 more times, each time I was caller 8 in line and I hade a 6 minute wait. The countdown had me as next in line, my time came up and it was a message to leave name/number for a return call. I phoned their mini-stat support number and got through, but over 4 phone calls the recipient there could not hear my voice. (I have no issues with others hearing my voice on the same phone). I wanted to believe, I liked the unit, it was easy to install and it worked the first time. I went from having a positive feeling of the company to a negative one. I won't recommend them.

I bought a Mr. Cool DIY unit as my local installers were too expensive and Mr Cool said their Gen 3 unit could get rebates. Well according to the BPA, Mr Cool units are known to leak and do not conform to the EPA so I CANNOT get the rebate which I really need. The only way to get the rebate, is to have it installed which defeats the idea of a DIY unit, or to have a HVAC company inspect and certify your installation, yet in my area, EVERY HVAC COMPANY REFUSED TO HELP AS THEY WILL NOT WORK WITH MR. COOL, AND FROM WHAT I READ, THIS SEEMS TYPICAL ACROSS THE COUNTRY. They also lied about the availability of Multi Split units which I really wanted, and then if you leave a comment on their Facebook they do not like, they delete the comment and block you to hide the truth from the public. I DO NOT RECOMMEND THIS COMPANY AT ALL, AND RECOMMEND SOMEONE FILE A CLASS ACTION SUIT AGAINST THEM FOR ACCORDING TO THE BPA, VIOLATING EPA RULES.

RE: Attempting to purchase $3K x 2 worth of Mr. Cool equipment and no response from them! I've been trying to contact Mr. Cool for over a month now in Summer 2021. No one answers the phone either at the "new orders" or the "technical support" phone extensions. I also entered a "Contact Us" message on mrcool.com and afterwards received a very formal "We've received your request" email with notation about them using "ZenDesk" software: Your request (***) has been received and is being reviewed by our support staff. I also posted on the Mr. Cool Facebook site, hoping that would trigger a response, but with no results there ***. At the same time all the above was occurring - my local *** tried to take my order for the "first of two" Mr. Cool Mini-Split Heat Pump system and was attempting to the final invoice amount from this Mr. Cool wholesaler in Hickory, Kentucky. *** managed to get one or two emails from Mr. Cool and then they stopped responding and thus it is not possible to complete my order. Is this how capitalism is supposed to work?

I'm pretty satisfied with the MRCOOL DIY 18K BTU Mini splitter I bought at the end of April , and I would give it 5 stars. Easy to install and very effective to cover my 800 ish sqft area. Both the condenser and the indoor unit have a nice finish that makes it look great inside the house. As advertised, I installed it myself and took me about 5-6 hours total. It's also very energy efficient since my electric bill hasn't increased more than $30-40 a month during our hot summertime at Southern California. However... their technical support is awful though (that's the reason for the average 3 stars and for this review as well). Communication is below the level of decency. I've been waiting almost three months for a replacement to my defective SmartHVAC (the little USB look-alike which allows the phone app to connect through WiFi) but there's no sign of a resolution yet. Their phone only takes you to the mailbox and they respond via email. Initially, I got quick responses and I was told the replacement piece ran out of stock. After multiple requests, they stopped responding and, at this point, I don't what else to try.

This is one of the worst companies I have ever dealt with. My 18K BTU 1.5 ton mini split unit will not heat my 720 sq. ft. room. I purchased it in 2019 & it worked fine the winter of 2019. This year it will not heat the room. Go out in the morning and it may be 45 degrees (if I'm lucky). I even had a certified HVAC company come out and there are no leaks and the coolant is full and still no heat. I contacted Mr. Cool several times and Eric sent me emails back (this is the only way they will communicate with anyone) and he was of no use whatsoever! Don't think he knows what he is talking about. Said my unit was the right one for my area (mid Tennessee) and told me the it was SEER rated for all the states in the Southeast. According to Mr. Cool, Texas, Hawaii, Maryland and Delaware are in the southeast. I guess that's the problem. The don't have a map or know the geography of the United States. I just sent them another complaint today to see what response I get again. IF ANYONE IS CONSIDERING PURCHASING A MR. COOL UNIT OF ANY KIND, THINK AGAIN. GO WITH A LOCAL REPUTIBLE COMPANY THAT YOU WILL GET SERVICE FROM BECAUSE YOU WON'T GET IT FROM MR. COOL!

My wife bought Mr Cool 2 ton heat pump. It was used for maybe 90 days before we shut it down for the winter. The unit is maybe 2 years old;bought in 2020. I went to turn it on for summer use in 2021 & it gave Error codes. I tried to find service and everyone I spoke to said they wouldn't service it. I let it go for the year cause all A/C services were booked and I wasn't gonna find someone to fix it. So I tried again early this year with only one small outfit willing to try and he tried to contact Mr Cool for information & they answered the phone and he was switched technical help who never answered the phone. He tried a few times & gave up & charged me $135.00 for his time and told me he couldn't help me. How can Mr Cool be sold & not have anyone to be able to service it. That's a rip off... I need a refrigeration place in CT that is will fix this thing, that is Authorized by Mr Cool...Otherwise I just wasted thousands of dollars just to get less than 90 days of cooling relief. I want this resolved one way or another. I guaranty you I'm not the only person experiencing this problem after buying Mr Cool...I have even Emailed them and got no response...

I purchased a Mr Cool 24K mini split in September , it stopped working in in March 2022 and was giving a E1 error code. This code is a communication error which there is usually only two reasons why you get this error one is the inside unit board is out or the outside unit board is out. I have been trying to get ahold of Mr Cool once a week ever since then it is now almost July and I have not got a response back. One time I did get a live person and they said they would call me back but they never did. I decided to try a test so I left a message saying I wanted to purchase a mini split and I received a call back almost immediately when I told them I actually needed a technician they told me he will call me back and hung up. He never called back I never received a call back. They will return your call if they think you're going to buy something but they will not return your call to warranty anything. When the unit ran it was very efficient it was great. I looked online to see if I could even just purchase the parts and you can't purchase anything for these units not even on ***. My advice do not buy Mr Cool products ever there are better brands that will warranty their product.

I installed 2 Mrcool multi zone units about a year and a half ago. I unit is working fine but the other unit stopped cooling. I called support and left a message but never got a return call. I contacted the salesman who sold me the systems and he had his service department contact me. I was getting a P6 error which he said was indicative of a pressure loss and advised me to have an HVAC teck troubleshoot it. Lucky for me my neighbor in an HVAC guy and he helped me out. He for almost all of the factory installed valves where the line sets connect were loose. He also found a bad Schrader valve that was leaking oil. He made the repairs and the system is working again. Mrcool offers no compensation for the time and gas to get my system running again. My advice is to stay away from Mrcool for the following reasons. First customer service is pretty much nonexistent. They don't return calls or emails. Secondly any money you may save with a DIY system will be spent, and then some, trying to get it fixed when it breaks. I lucked out because I knew an HVAC guy. If I had to hire someone to repair my system it would have cost me a lot more than what I saved. My advice is to buy a system and have it installed by a reputable company, you are more apt to get support when it's needed. I'm thinking now that I made a 7 thousand dollar mistake.

I purchased a Gen 4 DIY that included 3 indoor units. My house layout required two 50 ft extension kits. On opening things up I noticed that the 50ft extension com wire was not the same as the stock com wire that came on the units. They were not THHN, 16ga vs 14ga, and with terminals of a configuration that would not match the connection points of the unit. The dealer asked for pics to compare and then said that they don't handle tech issues. The Mr Cool customer service supervisor also got pics and suggested that being Gen 4 was the issue. He promised to make it right. After a week I called again. After another week, a single 28 ft pc of com wire arrived with the same incorrect insulation, gauge, and terminals which makes no sense. Getting through to customer service is torture and the worst is being disconnected after a half hour's wait. A request for a direct number was ignored. A fix was promised with the thought that the 28 ft wire was for someone else. After a week I emailed a query and was told that the issue was submitted and the customer service supervisor said that he has no direct contact with warranty people. It's been two more weeks with no resolution or even a response as to a plan for a fix. I do not understand even why its considered a warranty issue. Payment was made weeks ago. Getting the idea that the plan is that I'll just go away. Curious to see if the the boiler plate response to this is an invitation to call.

This company is the worst! Customer Service is basically non-existent, and the quality of the product we purchased from them through Lowes.com is sub-par... I'd GLADLY go back to buying cheap Chinease made junk before buying another Mr. Cool product! Short story: We've been out of heat now for 2 weeks because of a bad part on a brand new unit that has been in operation only 9 months, with only one return call from their Tech Dept. And I'm being told they will only warrant the part, not labor to replace the part! Long story: We bought and installed a package unit back in April, and everything was working fine until we started having heating issues in January 2022 (only 9 months of operation). After I couldn't reach ANYONE at Mr. Cool Customer Service from multiple phone calls and voicmails over a week of 20 degree temperatures, I paid a local technician to diagnose my problem ($89), which turned out to be a bad TXV valve on the heat exchange side. So, after sending an e-mail to Mr. Cool, I finally get a call from Tech Support (days later) who says that my info will be passed on to the warranty dept, with no guarantee of when they'll reach back to me. That's all fine and good, but I'm going on 2 weeks now without this heat, and am being told that they will only warrant the part, not labor (which is probably going to run me $600-$800 to have the replacement part installed, IF/when it finally ever gets here! This should be criminal, and Mr. Cool should be run out of KY AND the U.S. on a rail!

I wanted to purchase a mrcool system from a website I had never heard of. I told the company I was skeptical because they were new and there was little onlone info on them. They suggested for me to call a mrcool customer service agent to verify that this company was in fact an authorized mrcool dealer. After several failed attempts to reach a mrcool customer service agent, I finally got someone to pick up a phone. They told me that there is no way to verify if the dealer is authorized or not and I could "take my chances". I asked them if there was seriously no way to verify that this company is authorized by them. The mrcool agent sounded annoyed and finally offered to call the dealer's phone number and even then could not come up with an answer. Then they looked at the dealer's website and said, "ok, they're authorized because they have the newer pictures of our products". I asked, "couldn't any scammer just copy and paste those pictures onto their own website?" The mrcool agent didn't seem to understand and just told me they were legitimate and don't worry. I decided I would call back and speak to another mrcool agent, hopefully a supervisor. I since haven't been able to get in contact with anyone after several hours of trying. Sometimes the phone picks up, but it immediately hangs up. Sometimes it goes to voicemail, and my call is never returned. Sometimes I'm placed on an automated callback list, but I am never called back. I have tried to email them, but only receive the automated email saying I can expect a reply. I haven't received that reply. I'm shocked that such a well known company has this level of service. I've been waiting months to order their product specifically. I could order from another dealer, but I'm glad I experienced this before I actually spent my money on a mrcool product from anywhere. Believe the other reviews. They almost refuse to answer their phones. When your number comes up, they'll find a way avoid responding.

I have had the DIY 24 unit for 3 years and every year after running the unit in the summer months for around 3 months the outside unit mother board shorts out. Also when you call the customer service number they never answer and will take around 3 hours to call you back if your lucky today after talking with the service tech and explaining the issue he said that he sent the information to another tech who would call and set up delivery of the needed part but once again no call back. I am in need of this part so i can cool my house it is currently 92 degrees in the house and my wife is bedridden and can not get out as she has COPD she is really suffering please help

We bought a 4-ton AC unit from these people (Mr COOL Company), and the AC is under warranty.

The AC blower motor broke, and we contacted them and then they said that they will send us one new. As it is under warranty up to 5 yrs, they said all we had to do is call and pay them for shipping, even though it is under warranty.

We called several times and finally gave them the credit card number for the shipping of the motor under warranty.

WE NEVER RECEIVED THE MOTOR, TILL TODAY, DESPITE THEY ANSURED US THEY WILL SEND IT.

Ingrid Montoto.

[protected]@gmail.com

Avon Park, FL

Several months ago, in May of 2023, I bought a 12K and 24K unit for the house we are remodeling. I installed the 12K, and it works like a camp. Last weekend, 2-Sep-2023, I started the 24K install, and when I went to make the connection to the outside unit, the line set began leaking at the solder joint. I called, but there was no answer, so I left a message, but still nothing. I then submitted a support ticket (132847), and nothing. I replied to the canned email I received from support with a video showing the leak and that I did not damage the line set. It has been over 48 hours, and your support team can't even reach out and acknowledge me and say that they will be in touch. It's incredible how a little communication makes people feel better and reduces stress.

Outside Unit - Serial 540H900490332260150736

Inside Unit - Serial 540H900490233010132007

purchased three one spit unit in april 2022 installed after it arrived towards the end of may. everything seemed to work ok for about a week then one by one the units started to freeze over. have had two different heating/cooling companies come out to try to diagnose the problem and correct it. both recommend contacting the company as they cant pinpoint the problem and don't want to void any warranty. i have called mr cool tech support number dozens (literally) left multiple messages, NO answer. I have submitted request several times vie email, NO answer. i have been on face book messenger and been told "Someone will be in contact with you soon. I have directly messaged the service team manager. I apologize greatly for your experience." and still, NO answer. at this point we can't even use the units at all and there has been water damage from the unit freezing over and then melting and running down the wall (yes drain is clear and working just doesn't catch full water flow from unit defrosting). At this point i am ready to remove and install window ac units and electric base board heating.

I purchased a Mr. Cool DIY 24K minisplit A/C that was installed and worked fine for a few weeks. It then failed with an apparently common E-1 error that prevented it from working. I called customer service a number of times, each time ending up waiting on line between 10-15 minutes. In most cases, I was told about 10 minutes in I was number one in line and the estimated time was 1 minute. After 5 more minutes I would be sent to voice mail, where I left detailed information and call back information. I also provided all the requested information on the service website including serial numbers, installation dates, etc. I received an e-mail from *** requesting this information again, which I provided and suggested a call might be in order to make this more expeditious than exchanging e-mails. She left a voice mail with a dedicated (her) e-mail but no call back number. We have exchanged e-mails a few times with hers asking for the same information I provided on the website and by e-mail. The latest was on Friday. The voltages at both units are good and it appears the control boards are not working properly. My air conditioning has been out over a week now in 95 degree and humid central ***. I would like the needed parts, either a new system or the required control boards to be provided and installed.

We ordered a 5-ton Universal Split System HVAC unit through ***. Model #MDAC1860NK35H00, *** PO#***. The correct air handler arrived, however when we went to install the condenser, we realized the wrong one was shipped. We received model #MDUCO18048060, Serial #9X83210000463, which appears to be an air conditioning unit only, not heating and air conditioning like we ordered. The *** Pro Desk has left several messages with Mr. Cool's sales/service number, and I have left several messages as well. I also began a support ticket, #*** with Mr. Cool and have yet to hear back. We have been without air conditioning for a month and we live in a hot climate. *** is saying they will refund our money if we bring the whole unit back... well, the air handler is already installed in the attic (and it is the correct air handler). We had to remove roof joists and replace them to get the unit up there! We are about 30 hours into this installation. Removing the air handler from the attic is NOT something we want to do just because we can't get a call back from Mr. Cool. We just want the correct condenser to be shipped to us! I'm sure this could be resolved easily if we could just speak to a live person at Mr. Cool, but every time we call we wait on hold for 10+ minutes only to land in voicemail. Any help you can provide us in getting a response would be most appreciated.

I purchased and paid for - IN FULL - a new HVAC system from a Mr. Cool dealer in Nov., 2021. He did not do it correctly, and I have been completely without heat since. Jan. 17. 2022. It is now Feb. 28, 2022. The original installer, ***, Crossville TN (***) has ghosted both me and Mr. Cool since then. He returns no calls and answers no phone numbers we have for him. So, I spoke with a Mr. Cool tech who tried to diagnose everything over the phone. This, of course, didn't work, and they refused to send another representative to diagnose the issues. I finally got someone else who is qualified, to come and estimate the total repairs/replacements necessary. I sent them this estimate, $2589, and asked that they reimburse me for that. They have so far refused; said new compressor was being sent but that, too, has never materialized.. Their claim is that they only warranty the product,, not the install. My contention is that if a tradesman advertises their product on his website, and is an authorized dealer (according to Mr. Cool), then they must stand by their dealers as well. Standing by their product is good for nothing if they cannot warranty the installation as well. Their dealers represent their product; the two are inextricable. The one person who should NOT have to pay again is me. I have informed Mr. Cool that I was sending in this complaint, and that I would keep them informed. Thank you.

I ordered a Mr. Cool mini split heat pump, Model #Diy-24-HP-C-240B, Serial #340930133059B150150666, June from Ingram's Water and Air Equipment. This unit was installed 7/10. The control board for the condensing unit went out in August. I called Ingram's, they help me via a technician by phone to diagnose the problem and they sent the control board right away. The unit was fixed and no problems for a year. A thunderstorm happened on 6/6/2022 while at work and the power went out from the utility company. When the power was restored the mini split stopped cooling just as it did the year before. When the condensing unit was checked we found the control board was visibly blackened and burned out. I called Ingram's and told them the problem. They told me that even though the unit was still under warranty, because it was a utility power problem, the warranty would not cover the part. I told them I understood, but I still need the part. He told me they didn't have a part in stock but they were back ordered. He asked me to call back in two weeks. I tried to find the part online, to no avail. So I called Ingram's back after 2 weeks and they told me that they had not received that part for six months and didn't no if they ever would in the future. I have called, left voicemails and emailed Mr. Cool several times in the past 5 weeks but they will not respond. It is very hot in western NC and sometimes the house inside is close to 90 degrees F. Can you all help me with this?

Purchased a Mr Cool universal 2-3 ton split system on 11/25 from an authorized online distributor. System was installed by a local licensed HVAC contractor on 12/16. System worked well until 5/26/22 when it stopped cooling. HVAC contractor was called for service & they diagnosed the problem as a bad transformer & air handler PCB board. Spent over a week trying to get support from online distributor only to be told I need to contact Mr Cool. Tried Mr Cool telephone support but that is useless. Have called 4 times between 6/2 & 6/24, holding in queue only to get voicemail. I have left my call back number each time and have received no response. Submitted online contact form at mrcool.com on 6/2 completely describing the issue & received an autoresponder confirmation. On 6/7 replied to autoresponder email asking for an update, no reply. On 6/10 sent another email requesting an update. One hour later received my first reply from this company. *** responded, apologized for issue and request additional info. Info was provided and a few hours later on 6/10 @ 13:30 CST I received this reply "I got this put in to the tech to sign off on then to the warranty department. They will call or send an email when it is ready to ship." This was the last contact I have received from this company. I have since emailed 6/15, 6/17, 6/21 & 6/23 and called 6/24 with ZERO response. I have been very satisfied and have had no issues with other products from this company, but to not respond to this issue is completely unprofessional and unacceptable.

To whom it may concern: In February if 2020, we decided that we needed to upgrade our home AC as we were using Windows AC units. Because of previous forecasts over the last few years we knew that this year would be one of the hottest, as well as that I am now caring for my ***. Because multiple family members upgraded to the MR Cool Ductless air system recently we decided to make the switch as well. We went to the *** website to check the pricing and availability, and stumbled upon the reviews. The reviews convinced me more that this was the I vestment for me and my family. We finally received our unit mid March, and were eager to get the unit installed, however multiple HVAC companies were not doing available or doing house calls during COVID 19. We were finally able to locate *** who was able to finally arrive in July to install our unit. Prior to installation, I was quoted $1200 for the installation from start to finish. After the install was complete, it was determined that there was no Freon in the unit. As a result the company charged an additional $150 for 6lbs of Freon. I had my hands tied as I already spent thousands of dollars to purchase and install, I wanted to get this done as soon as possible. I had no choice but to pay this $150 to get it running in the heat. After that ordeal, the technician later informed us that there was an error code now regarding the circuit board. They recommended that I contact the manufacturer to get this resolved. I contacted the manufacturer the next day and was quoted that a new circuit board was going to be sent to my residence within 7 days. After waiting 10 business days, I contacted the Customer service line and was told that they will send me a whole unit instead. A new unit finally arrived on August 4th. I then contacted the same company to have the work done and was quoted an additional $400 to get the unit reinstalled again.

I ordered a Mr Cool 36,000 BTU 3 Ton 3-Zone Ductless Mini-Split Air Conditioner and Heat Pump with 25 ft. Install Kit from *** May 24th order # *** and was delivered June 7th. Additional material needed for the install was not delivered by *** until June 29th. July 4th weekend with the help of a electrician and a HVAC tech we installed the Mr Cool Kit. On un-boxing it was discovered one of the head units a DIY-*** with serial # *** was not packaged the same as the other units and had damage to the plastic part of the bracket that prevents the unit from being attached to the wall and we suspect that it was a *** return. We got the main compressor installed which was a DIY-MULTI4-*** with serial # *** and the 2 head units that were not damaged, On powering up the system following the instructions in the manual (opening the line valves then the king valves then applying power) the installed head units powered up started blowing air and after about 2 minutes gave an error code E1 which is a communication error with the compressor. The compressor did not start up outside. We checked and tested all the electrical connections verifying the voltages were correct and the wiring was correct per the manual. The family member that is the HVAC tech determined the problem is a defective main control board. July 5th I attempted to call Mr Cool at *** calling over 12 times each time waiting on hold for 15+ min was dumped to voice mail. I tried calling again on Wednesday July 7th after they did not return my calls from July 5th. Again after being put on hold multiple times reached someone who took my info and said a technician would be in contact about the control board and warranty would be in contact about the broken parts. I was given a *** to send photos to. Mr Cool ticket # *** It is now July 19th and no further contact has been received by Mr Cool.

On Nov. 3rd I purchased 4 MRCOOL model #*** Mini Stats from ***. After I installed 3 of them and spending some time trying to figure out how to hook them up to my WIFI network I came to the conclusion that I believe they are not WIFI compatible but rather just Bluetooth compatible. I feel misled by MRCOOL and at no point does the user manual mention anything about WIFI but just Bluetooth. This is contrary to MRCOOL.com and the supporting document put out by MRCOOl which profusely promote the WiFi capabilities of the product. On Nov. 9th Per the manual I contacted the Manufacture of the product (***) to find a resolution to this issue. After communicating with *** for over 70 minutes the following conclusion was provided by *** "This will be working via Bluetooth, once it is configured and paired up with the AC unit, you can set up your schedules and comfy modes as desired. Making this work like a thermostat. To conserve the batteries from draining, the Bluetooth will shut down after 5 minutes. For remote access to your AC unit, you will be needing to configure the USB controller for remote access to your AC unit." After *** confirmed that the product has no Wifi I called MRCOOL and spend 35 minutes on the phone with them. At first I was blamed for ordering the wrong product and I should have ordered model #***. After being blamed for ordering the wrong product I had to point out that not only does MRCOOL.com say that what was purchased should have had Wifi capabilities but also the documents that they provided their distributors show this also. While on the phone with MRCOOL a tech read through the Manual and confirmed no Wifi but just Bluetooth. At this point MRCOOL said they would contact *** to have them call me and work out a return as MRCOOL would take no responsibility for the false information that they are putting out. At the time of writing this 6 days have gone by and MRCOOL still falsely promotes this product

Contacted Mr Cool about 24K+12K Multi split from Mr. Cool but they said they did not sell that. So I bought a Gen 3 24K Energy Star from them through *** on 03/31/22. I installed the unit at great expense so I could get my local utility rebate. After filing to get my $4,400 rebate, I was denied by *** Administration as they say it does not qualify unless installed by a professional, even though they said it did and was D.I.Y. I then found out that according to the EPA Code 608, the D.I.Y units are illegal to be installed by anyone unless they are a trained, licensed HVAC technician; even though they are once again selling these as Do It Yourself. This has left me a disabled veteran screwed. I contacted MrCool for help but they ignored me. I got customer service email address online and at first they seemed to help, promising to install a Gen 4 Multi Split for free (The Gen 3 Multi-Split was available which they lied about,) or refunding my money from the *** Purchase, but only if I deleted all my negative reviews. They then sent me an email asking for info about the $4,400 rebate which I promptly sent them, but since then they totally ignored all my emails. I tried to call them on the phone, but they put me on hold forever, and then when I got through and asked to speak to CS ***, they put me on hold forever again and then hung up on me, then after that ignored every email I sent. I then posted a *** review online for them giving 1 star. MrCool suddenly went from 7 reviews in over three years to over 30 in 2 days, with most of the reviews done by their own staff, all giving 5 stars to make this company look better than it is, thus violating *** Reviews terms; darn, they even had their *** local Judge *** leave a 5 star review for them. So now I have a unit that they will not help with at all, not even the warranty, and I am out $4,400 in rebates and $$$ in interest. Every DIY sale they make violates EPA Code 608.

My father and I purchased a 3 zone Mr. Cool last fall from *** . It worked fine for heat all winter. In early June I attempted to start the air conditioning and I received E1 errors on all 3 units. I called their customer support line which went to their sales department. I then called back and requested customer service to call me. I never received a call. I then proceeded to email customer support. They sent me a pdf to diagnose the issue which did not apply to my situation or unit at all. I requested a call once again that I never received. After explaining that to the customer service agent she transferred my case to their technical department. The individual, ***, had me open up the outdoor unit to check for any scorching on the main board. There was scorching and I sent a picture to show the technician. He responded saying a mouse had gotten in there and it was not under warranty. To me, there was no sign of a mouse or anything else inside the unit, just a scorched circuit board. He then asked for the serial number of the unit which I provided. Based on the outdoor unit serial number he said I needed to purchase part *** from one of 2 suppliers, ***. *** never returned my phone call and *** told me that part number does not exist. I doubled checked with the Mr. Cool tech and he confirmed he gave me the correct number. At this point I contacted *** at *** where the unit was purchased and asked if they sold the part. He told me "you have to contact the warranty department and only they can decide to send you a new part or machine. I had a look in our partner center, and this part is not sold for sure. I would bet you will never find this part anywhere." *** had another tech at Mr. Cool contact me who after the initial email never responded. Please see attached emails from Mr. Cool, *** at Mr. Cool and *** for the entire exchange. I just want my unit to work.