Mrcool Avis 78

MrCool's technical support has always been there when we need help. Since we purchased a DIY system we definitely require some expertise/technical support every once and awhile ... appreciate their help greatly!

My experience with Mr. Cool exceeded my expectations. The installation of the units went extremely well, and the customer service was timely and excellent. I asked questions on several occasions and the replies were very helpful. My unit has been running for several weeks now and the performance has been wonderful. The inside and outside units are extremely quiet and efficient. I would highly recommend Mr. Cool to anyone with DIY experience.

Had nothing but problems form day one had to replace circuit board then the compressor went out cost me $250,00 for freight charge now the unit 2orks when it wants to wrost thing I ever brought don't buy a mr cool can't get anyone to respond worst customer service ever unit is 2 years old I'm going to see a lawyer for help lot of pain and suffering in this heat

Easy to order and install.

While MrCool makes inexpensive mini split air conditioners, these units are not free of faults. I have a 3rd gen DIY 120V unit installed 3 years ago - began to fail this March.
The problem is that MrCool does not have a website a customer can access to find certified MrCool technicians in his/her area. Their website only this dealers.
The second problem call with a problem you may have to wait many days for a technician to return your call. In July I waited over 6 days for a call and at the time of writing this review, I have yet to have a call from one of their technicians.
I finally found someone to help me locally.
I would strongly consider an alternative unless you are a trained air conditioner tech because your purchase while under warranty, that is meaningless.

Quick shipment and good customer support so far.

Mr Cool system was extremely well packaged for shipment. As my 24k system was very heavy, a little help from a friend enabled its installation. The needed on-line technical assistance provided was very responsive and excellent.

I am deeply disappointed with my experience with Mr. Cool and their customer service, which has been profoundly inadequate and frustrating. After submitting an initial service request, I waited over a week without a response, only receiving contact after submitting a second request. While the representative I spoke with was courteous and attempted to assist, this was the sole positive aspect of an otherwise unacceptable process.
My request was escalated to a technician whose support was entirely unhelpful. The technician demanded images I had already provided to the company, along with additional ones, and claimed—based solely on a photograph—that the refrigerant line connections to the outdoor unit were loose, despite my having tightened them to the precise torque specifications outlined in the manual. Furthermore, the technician insisted I remove the sealing wrap at the indoor unit’s connection to the pre-charged lines, a messy and unnecessary task I declined to perform. Notably, the system displayed no error code indicating insufficient refrigerant, which undermines the technician’s assertions. As a professional with 15 years of experience as a contractor, having personally rebuilt my home—including all electrical, plumbing, and roofing work—I am confident in my technical capabilities. Unfortunately, my attempts to convey this expertise to Mr. Cool’s representatives were disregarded.
Communication with Mr. Cool ceased entirely after I refused to undertake the unwarranted task of removing the connection seal. As a busy professional, I cannot afford to waste time on such unproductive interactions. I purchased this brand-new Gen5 system in mid-May 2025, and now, in mid-July 2025, I am no closer to a resolution. The $2,500 system remains nonfunctional, rendering it an expensive and useless fixture in my home.
Once my schedule permits, I intend to replace this defective system with a more reliable brand and hire a certified HVAC technician to diagnose the issue. Should the system be confirmed as faulty, I will pursue a claim in small claims court to seek accountability. In summary, my experience with Mr. Cool has been profoundly disappointing, marked by poor communication, unhelpful support, and a complete lack of resolution. I strongly advise against purchasing a Mr. Cool system, as there are far more dependable options with superior customer service available.

Easy communication, ordered on their website and AC unit was in our room waiting when we arrived. Really simple process and great service

I had an issue with my unit while doing the DIY install. I called customer service and from day one they did all they could to analyze and come up with a way to make it work. Finally, it was determined it was a faulty product, they immediately sent a replacement which I installed on receiving it - and it works beautifully! Great customer service, great delivery truck guy too!

I really liked the service, as they answered all my questions in detail. As I need a company to sell and install the air conditioning that I intend to buy, I really appreciate your attention. Thank you.

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.