Mrcool Reviews 78

New build home, Mr. Cool was professionally installed. Not even the inspector could get it to work. Absolute trash. Don’t do it. Spend your money & buy something that actually works. I’m out of money, so window units for me. Garbage.

Spend the money and buy a better setup. We were out a lot of money with MrCool after two years. Small house, split units stopped working. Very hard to find handymen or HVAC companies that will touch MrCoo because they are DIY and don’t offer B2B support. The warranty means nothing. They weren’t helpful at with support via email or calls for three months in solving anything. They dragged it until we gave up. I would really avoid the headache.

Excellent service support

Tried to call put me on hold.sent my info through email.will.not cool ac guy ran dector on inside coils found leak.just tried to find out if had warranty 2yrs 3 months old.will not by no more mrcool units for me.

We purchased two new AC units for our home July 2023, and we are having probl3ms with one of thwm not cooling for the second time in less than a year. They charge US to ship the warranty parts. We were promised a 30% savings in our electric bill and it actually went up. WOULD NOT RECOMMEND.

Madeline in the Orders/Customer Service department is a joy to work with. She replied promptly (within 30 min.) and sent me the shipping information without my having to ask. Thank you Madeline, for making this first experience with Mr. Cool a fantastic experience!

I own two of these units and friends/family own several as well, due to me recommending them. I recently had a warranty claim. Although the situation that led up to me needing to contact MrCool was frustrating, they took care of my problems and are replacing a damaged unit that was sent out. I have had issues before but MrCool has always been responsive and helpful, standing behind their products.

I tell my friends and family about these mini splits and many comment that they can find a cheaper one on the internet. Yes, MrCool costs more but you get actual support and US based English speaking support representatives and they stand behind their product. I suggest this company to others needing mini splits and other HVAC equipment.

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 ...

Everyone I dealt with was very nice and helpful. I was able to send them a file with recordings of the sounds coming from my system, which allowed a technician to diagnose the problem. He determined that the condenser was bad, and they shipped a replacement very quickly once the shipping details were handled. Overall, very nice people.

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.

I recently helped a friend of mine to troubleshoot his Mr Cool 24K DIY heat pump that was installed several years ago. The help line is available 7 days a week and always goes to very knowledgeable, English speaking Americans. They quickly helped me determine that the compressor was bad, then told me that based on the serial number, that it was still in warranty. Then they shipped a new condenser unit and 25 foot precharged set of lines. The removal and re-installation went well. After several minutes of what appeared to be self diagnosis, the system took off running. I highly recommend Mr Cool products.

I fix and flip houses so I buy many HVAC systems. I decided to give Mr Cool a try because of the quick connect system. It was easy to install the system but I had a little problem with wiring and the thermostat communicating with the components,

I opened a service call with Mr Cool, My tech was Phillip. I was so impressed by his prompt responses and knowledge of the system. He quickly helped me solve my problem over the phone.

In a day when so many companies don't seem to care about customer care anymore I was so impressed to find one who does! I will be buying Mr Cool systems for future fix and flips because of the customer service!

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.