Mrcool Avis 

The customer service for Mr cool is the worst I’ve ever had to deal with. Weeks before some gets back to you. Have been trying to put this unit in for 2 wks and they say they call back and never do. I’m about 10k in and it’s still costing me because my technician has been waiting on them to help complete it!!

DIY project for a handy individual. This is the first split system I have installed. The only problem I had was wiring the thermostat and the air handler to the outside condensing unit. The Mr. Cool techs helped with that and some other minor questions to get me on the right track. System is running, working as it should, very quiet. Quality of the items is excellent, shipping/packaging was great, would recommend to the handy DIY people.

We ordered online a cased 410a evaporator on 6/16/25 early that morning. (money came straight out of our account). Within an hour I got a text message to contact them about the order. Was told that the item was listed as in stock but it was not available. However, there was another unit that was returned damaged (the damage was to the case) and they could give a discount and sell us that one. We waited all day just to find out later that the damaged unit was not an option for us. They had nothing to offer us but a refund. Well, great, but it took about 3 days to get the refund processed and posted back to our bank account. Just be aware that this can happen and maybe not order it online without contacting them to be sure they actually have the item in stock for you to purchase in the first place. NEVER AGAIN.

Installed by local A/C company. I had to call them about 20 times the first year because of faults and it not working. Now, whenever we switch seasons, the unit gives out, another $300-500 out the window. The company can’t even figure out the code it’s getting now. To say this company is trash is an understatement.

Received 24K single zone unit and installed according to instruction manual. After a days of pouring slab, wiring the unit, connecting lines, etc. unit wouldn't turn on. Using volt meter, tested for correct power at the compressor and the indoor wall unit. Unit would not turn on, nor was there any display of Error Code(s). Called customer service 4 times and they finally sent a new display for the wall unit. They never gave any clear reason why this unit would not turn on. After a week, we disassembled the whole thing and returned to Costco for a refund.

would i purchase again? probly not. i got a 4 zone system thru home depot for $6k not realizing I purchased a homeowner DIY version. I waited too long to get around to install the system too late for me to return it. Obviously that's my fault. the linesets are made of this twisted copper garbage that cannot be cut down or extended to size. the 4 different sized linesets do not come with corresponding lengths of wire. One of them is way too long and the other three are way too short. Mr Cool included 25 ft extension low voltage shielded wires. All 12 ends of wires I'll have the same exact connectors on them so you cannot connect them also if you have to splice wires together then you cannot cover the splice with the shielded cable (metal flex conduit) so what's the point there is no point in having shielded cable it's a waste of money. You basically have to Jerry rigg the wires together. This is the sloppiest most hodge podge mini split kit ever. I've got it up and running and I figured out a few more things first of all it's working good as far as making hot and cold air but it's a very very finicky system and will not work set on auto every room has to be set on either cool or heat otherwise multiple units will shut down and refuse to function for hours. you cannot pump down the unit when you want to make changes to the system and congratulations no HVAC company will ever touch it. You cannot delete a comfy mode if you created it. After wasting time thinking you calibrated the thermostats you come home later to find out they're no longer calibrated and the units are shut off and refusing to run again. Also the package comes with like 25 rolls of tape that is not tape. I'm not sure what to do with this because for tape to be tape one side needs to be sticky

I bought the HVAC system set in April 2021 from LOWE'S online , after 3 months of its new installation ,this junky unit started to give me a bunch of headaches,I am sure that this has nothing to do w/ the technicians that installed it but clogged P-traps had occurred, noisy clanging sounds and lots of defective issues in the heat pump.On the 6th month of use, freon had to be put in and I was wondering why it could be like that as it was just brand new, a brand new unit running out of freon??so since I was not knowledgeable about this matter, I just solved everything w/ a band aid solution and now I realized that it has been defective since it was delivered to me .I kept emailing back and forth for almost half a year for help and was coordinating w/ E.... JANES of Mr. COOL LLC until I gave up. I have already spent thousands of dollars w/ this piece of #$%*T and no help at all. I was promised that they will provide a technician to help( not even a picture of a tech person, was sent to me) Now it is just Feb. 2025, barely 3 years and 10 months serving/disserving ? me,the heat compressor died for possible leak/s and technicians run away (just like what other pitiful customers experienced) because they can't find original replacements for any defective part and this is not a good brand as I was informed.I tried emailing them to explain the matter but I don't think they will replace it as I think I deserve a warranty ( money back at least ) because I was a sold a defective unit. I tried calling LOWE'S but I was advised to call the unit manufacturer which makes sense. I called Mr. Cool LLC as the unit has been defective since it was bought. I will never buy any of their junky and disposable products from this point on . They don't care for their consumers. I deserve my money back.

Try contacting them and see how long it takes to get a response back. They want to email you. This is a poorly run company that chooses not to invest in customer service. Utterly ridiculous.

WOW-- I made an inquiry about products from Mr.Cool Canada and asked one simple question to their spokesman named Curtis after he gave me his price and I asked why was his price was so much higher than what Canadian Tire was selling it for and I did not check Cdn Tire price until after he told me his price. Well this made his response back to me about me wasting his time and probing his knowledge with no intention of buying and trying to make me feel like I was a crook. Just a terrible customer experience.

Its been over 3 weeks and no resolution to my problem. no one ever answers the phone. It took a week to finally get somone to contact me. Ive been without cooling for 3 weeks. I was told their mother boards are out of stock and they have no idea when they will be in! No A/C in 100 deg weather has been horible!
My unit has only lasted 2 years. Do NOT buy a MrCool unit as the their service department will not help you! Stay away from MrCool. If i dont get this resolved in the next week I will be filing a small claims suit. Im currently looking into Mitsubishi minisplits. Hopefully i can get my money back.

I also purchased two Mr Cool units. Installation of the first unit went smoothly but I ran into an issue with the second unit. Despite their number being plastered all over the boxes along with a smiling face that they're there to help ... THEY'RE NOT!!!!! Calling their technical support is useless. I submitted online requests on their website, called for technical support multiple times, requested callbacks, waited on hold and NOTHING. Someone from customer service did call once. She was all cheery but all she did was say she'd pass my info to their technical support and they'd be in touch. Then, she had the audacity to want me to review her service. Fortunately, I found an HVAC guy willing to help me out but I was lucky. Most want nothing to do with it. I will say the units work well when they work but I hope I never need warranty service.

I purchased 4 Mr Cool Units over the past 2 1/2 years. They are great while they work. One of my units presented a problem at the air handler which they diagnosed on June 20th as a main controller board.

It took 2 days for the technician to return the phone call after my initial contact and it has now been a month since the problem was diagnosed and I still don't have the part to make the repair.

I would not recommend purchasing these units based on what I see as the worst customer service I have ever experienced

Customer service is nonexistent. The company does not care about the customer. DO NOT BUY FROM THIS COMPANY. A total scam. No HVAC company wants to work on it. Run from this brand

Customer service is almost nonexistent.
Purchased a 9000 btu mini split and was sent a 1/2 inch low psi line set, it was supposed to be 3/8. They would not make it right, said the set they sent was right and I was wrong. I went to local HVAC parts house and purchased my own 3/8 line and finished the job.
Mr Cool refused to reimburse my expenses. This was the last one I will buy. So beware it will happen to you.

Had Mr,Cool about 8 months the unit is not working, i called many hvac company to repair the unit, but as soon they see it a Mr. Cool they all walk away no one will service the unit.

Purchased an indoor 4 ton Air Handler Unit and less than a year later the evaporator coil leaked all the coolant out. After weeks of trying to get Customer Service to get me a replacement part they let me know that the warranty doesnt cover the coolant or the shipping costs for the replacement part. That would be fine but they charge you the full cost of the replacement part under the guise of "Shipping charges" $330 to ship a part that weighs less than 50lbs. Add in over $500 for the service labor costs and Im basically at the cost of the new unit and my house is freezing. Lousy customer service, terrible products.

Unbelievable bad customer service. Bought (2) 4 zone systems one worked and one half worked ( 2 heads work and 2 dont work). Been trying to get communication with a technician via email for over a month with no help. Dead of winter with no heat out of 2 of the heads.

I had mice issues in the compressor from the initial install, there is no way of avoiding when living in rural WI. This was put in as a backup for my wood insert. It worked for a year and then I started getting errors. Mr cool failed to help because there were mice inside and told me I needed to replace the board with only seeing pictures. This board costs $375+ and is backordered indefinitely??? I had issues from the beginning, parts missing on install, incomplete instructions. Hard to find parts needed to purchase beyond the DIY kit. Don't buy, even if it works, the replacement parts are too hard to come buy and warrantees are depended on someone who can only send email and you can't speak with... Now I have a $7000 unit with no heat backup in the cold WI winter!

Buyer beware. I installed the 18,000 one year ago, and the compressor in the outdoor unit died two weeks ago. They have excellent customer service, and they honored their warranty and sent a new unit, but they only warrant the part. They said I would have to have a technician out to verify the unit was bad. That was $80. And I had to pay the shipping, which was $256, so I'm out over $300 for a system that lasted less than a year. I politely requested that they waive the shipping charge, but they declined and sent me a copy of their warranty statement showing they warrant parts only. Now I'm left wondering how long the new unit will last before I'm right back where I am now. In my communication with them, I suggested that if they could waive the shipping fee, that would avoid me having to give them a negative review and never purchasing one of their products again. That didn't bother them in the least. If I had to do it again, I would definitely NOT purchase a system from Mr. Cool.

Bought a Mr.Cool unit to replace a 17 year old Turboair that failed due to a gecko climbing across mother board. 6 years in the MrCool unit failed due to a faulty pressure switch. It was not covered and even if it was they wouldn't cover labor. Cost to install a $22.00 part; $1289.00. More than the cost of the unit. These units a Chinese junk. My other units, all Turboair are still working at 17 years.. buyer beware!