Mrcool Avis 

MRCOOL systems are leak prone and warranty will cost you more than buying a new unit.

Purchased a 12K BTU unit in October 2022 from Lowe’s for around $1000. Within 1.5 years the system had leaked almost all of its refrigerant and was running constantly. Warranty for my unit required me to hire a professional to verify where the leak is with a sniffer tool and submit the paperwork to MRCOOL. This cost me $800. I only paid $1000 for the entire unit. MRCOOL would only send the inside air handler where the leak was instead of a new condenser also which would have saved me refrigerant refill costs. This refrigerant refill cost me another $400. So I spent $1200 on a warranty repair after spending $1000 on the unit.

Now, another 2+years and the new air handler has leaked all the refrigerant also.

Don’t purchase MRCOOL units. You’ve been warned.

Install is easy how ever customer service is a JOKE.
It took customer service 1 year to get someone that would answer questions and not just transfer me 50 times to the wrong person. The fans in the air handlers were making a vibration noice that you cant sleep through if you leave the fan speed anything slower then 100% Even after speaking with a supervisor all i got was a video on how to pull out the motor of these brand new units to check fan blades. Not an easy task but they refuse to send someone out to look at your system evn after 12 times requesting to find the problems even though the system was brand new. Mr. Cool needs to review their custom service and train their staff as they have no idea what they are doing... Will never buy this again. Not worth the Hassel. Unreliable at best..

We have used Mr Cool on two of our homes, and will continue to use their systems. As with every home experience, there might be an issue that arises, and I can say that when that issue arose, Mr Cool's support team was there and lived up to their warranty promise. Thank you Mr Cool, and your entire support team, Charlie, Lauren, Daniel and the rest... A one ...

Recently we were having three units on McCool split HVAC exterior units . One of these units failed to work. Our HVAC installer recommended we called the McCool company. We did, and answered their questions. Providing all that they asked, they agreed to send the needed materials. They were incredibly polite, kind, professional and helpful. They provided the parts to fix the unit. We are very appreciative and very grateful for everything they’ve done.

I am a retired plumber with about 30 years refrigeration certification. I have dealt with many customer service centers concerning equipment installation questions I will say that Mr Cool customer service is amongst the worst that I’ve run into for years They talk the talk. But treat homeowners second rate compared to contractors. I must say the Mr. Cool self install equipment appears to be superior in design and can be a very good purchase
The install manual is extremely vague and you will need tech service so be prepared for a horrible customer experience. I believe the Mr. Cool equipment is worth the bad experience.

I bought a Mr cool unit but wanted a pro to do the install because I wanted it done correctly. Within the first 6 months the unit needed parts replaced. Then the 2nd yr the outside unit went. They did send a new one but would not back their product and I paid my guy again. I’m in sales and when a product shits the bed the manufacturer usually takes care of the problem. Now yr 3 it’s broke again and it was installed professionally. So again I will have to pay more for the same junk unit I did 3 yrs ago. I would never recommend a company that doesn’t back their product. Worse experience I’ve had with any company. I will be relentless everyday and call until something is done. Make a better product or find another profession.

The cassette style In ceiling is definitely not a DIY install you need at least a carpenter to add framing in older houses with 22” beams, help hold handler while you screw it in and a licensed electrician to run 240v. They make you attach electrical wires in the unit just so you can say I wired it myself but if you mess up no warranty lol using symbols on diagrams only an electrician would know. They should just attach all the wire on the handler at the manufacturer and make the instructions easy without diagrams (mainly the retracting vent) so obscure you can’t make them out in my opinion they sell these units so people start the process of replacing their A/c or heater needs and then call a professional after the second step It’s kind of like a lost leader for a car lot.

I received timely responses throughout the processes of getting my failed heat pump system replaced. In addition, I had several questions about the wiring and DIP switch settings that Carnie H. responded to and thoroughly explained. I can see that there have been significant improvements in customer service at MrCool and that is much appreciated. Keep up the good work!

My interaction with the Mr. Cool customer service representative couldn't have been more positive. She was polite, knowledgeable, very helpful and when I asked a question and she didn't immediately have the answer, she made sure she got the correct information for me. The Mr. Cool DIY mini-split unit I installed was a breeze to install, works well, is very quiet and economical to operate. I am very pleased.

In the middle of a cold week, my air source heat pump quit heating.I called IWAE and they made everything easy from start to finish. Customer service responded quickly and knew exactly how to help. The tech support team explained every step clearly. The warranty people were great and moved fast with no hassle. The replacement part was shipped withing 24 hours of my issue. A smooth, reliable experience all around.

Excellent technical support. Very helpful.
I had huge savings as a DiY install AND with 5 year parts warranty, I’m thrilling!

best warranty service . greatest customer service and tech support

Installed package unit from MrCool in Nov2023. It functioned fine for 23 months. Nov2025 just literally days before it was 2 years old, total system failure, coil had sprung a leak, lost all gas. Over $1700 dollars for replacement and recharge(warranty covered part). Exactly 17 DAYS LATER IT HAS DONE IT AGAIN WITH NEW PART! TOTALLY UNACCEPTABLE!

I bought a Mr. Cool 2 years ago and it has worked flawlessly. I purchase their cleaning kit every 6 months to maintain the extended warranty. The service takes me 1 hour. The Customer Service personnel are always helpful and friendly and the kit has everything you need to clean and refresh the system. I would highly recommend Mr. Cool for DIYers. RM, Naples, Fl.

I paid for the warranty on my unit, but they denied it with a lame excuse. They denied it saying it was rodent infested inside of a sealed board

Excellent service from all the staff. However, still waiting for a response to my request regarding defect in the unit that did not work upon receipt. All invoices and explanation was sent to Mr Cool and waiting for reimbursement of the invoice that was paid for refrigerant and servce.

Logan in customer service was very helpful and professional

Fairly simple DIY install for my 5th gen DIY 12k system. Easy to follow directions. You may need an electrician to run a dedicated line to the unit if you don't already have one. Both inside air handler and outside compressor run extremely quiet.

Selling systems they claim are energy efficient but they do not mert standard for rebates. The one I bought failed after 11 months and it cost me $2,159 to have it checked out twice, and pay for refrigerant. We finally got a replacement unit 4 months after the warranty issue. was proven and of course my husband had to put it in. It's working so far but it's only been a month.
I do not trust this company at all.
The CS reps try, the warranty reps ignore emails for a week.
Very sorry I chose this company.

We reach out on a Sunday to Mrcool customer service and we had an immediate response. With giving the necessary information in 3 day we had the outdoor unit and the fan motor delivered. We were impressed about the uncomplicated handling. We had only the shipping cost to pay.