MrCool Customer Reviews

Real MrCool Customer Reviews

  • June 30, 2015
  • By MR COOL

A recent visitor to our Ingram’s Water & Air Equipment, offers a customer rewards program to encourage feedback. Some of these customers purchased and installed MrCool systems, and left review videos on YouTube.

We’ve picked out a few for you to view at your leisure.

Press Play Rewards MrCool Customer Reviews Videos

The first review we want to show you comes from a customer who installed two MrCool ductless systems in their home. They even plan on buying a third unit.

The next MrCool customer review video comes from a customer who installed the equipment himself thanks to our convenient DIY package. He estimates that he saved around $2000.

Hopefully these review videos will show that we’re serious about sticking around and doing things right in the very competitive heating and air market.

If you’ve got some MrCool customer reviews or a story you’d like to share, leave us feedback in the comments or via our Previous post: ... Next post:

136 thoughts on “Real MrCool Customer Reviews”

  1. I was a little intimidated about installing a complete AC/heating system by myself. Until I talked with Gerald Dysart at MrCool support. Gerald should write the book on customer service, if I had a question he was right there. I even sent a photo of my electrical wiring just as a precaution. His responded within a few minutes with a thumbs up. His commitment to help me and his communication with me was all it took to turn this into a very pleasant experience.
    I turned the unit on yesterday for the first time and I’m totally impressed. I couldn’t work in the shed during the summer months, now I can use it comfortably year round.

    1. This is ancient history.
      I’ve been calling for 2 days and no one ever picks up the phone.
      What a farce this is.
      Stay away from the company. It has zero customer service.

      1. We apologize greatly for this. Would you mind sending me a reliable contact number so that someone from our service team can reach out? Your personal information will not be made public.

        1. I also have tried contacting through email and phone calls could you contact me at email below regarding drainage under the outside unit. (as a note for everybody else installation was a breeze)

        2. I have problems to with customer service. Seems to be a common problem. I have had no replies for warranty issues for over 30 days in the middle of winter when I needed it working the most. Claim#74911. Opened 11/21/2022..

      2. I agree. New unboxed unit is missing parts and there is no contact support to resolve my problem. Sitting with a large hole in the wall and cannot proceed without some type of support. Beyond frustrating!

        1. We apologize greatly for this. Would you mind sending me a reliable contact number so that someone from our service team can reach out? Your personal information will not be made public.

  2. Our 40+ year old central air unit went out about five years ago. Quotes back then were from six to eight thousand, so for the couple of weeks a year we really need AC I decided to skip it, us the pool, put a window air unit in the back office.

    Now we’re getting on in years and wife is working from home, so revisited this. Current quotes were $8K to $17K for a 3-4 ton system with new ducting since the old ones are, well, old and leaky. Gee, really? Uh, no.

    Found out about minisplits – have seen them in use, nothing short of amazing. Then found MrCool DIY, and Ingrams Water and Air, the distributor. Ordered out a 2-ton and installed it all myself, and it works absolutely fantastic. Heats and cools the whole house, and we can now enjoy our home even when the mercury climbs! An no over-prices HVAC professional, it truly is a DIY project.

    While there are other brands out there, some even for less, they all require HVAC tools to setup, and they state clearly they will not honor their warranty if you install it yourself. What a racket. So Ingrams Water and Air is the distributor of MrCool (Home Depot, Lowe’s, and Amazon too) and they fully back the warranty for your DIY install. It all ends up costing a couple of hundred more than a cheaper unit with a HVAC pro doing the vac, test, and turn-up.

    MrCool gets rave reviews and if there’s a problem Ingrams is there for you. It’s a can’t-lose proposition!

  3. System is installed. I need a way to extend the condensate line from the indoor unit about 15 ft. to the outdoor unit. The factory line is a corrugated plastic line, but there is no similar line available in hardware stores. Has any body else encountered this problem? I’m dead in the water until I solve it. Bad design flaw, in my opinion.

    1. Any AC supply has these lines. it does not need to go where your outside condenser unit is – it can drain anywhere convenient, or even attach to a condensate pump that empties into a sewer drain, like for your clothes washer. You can use regular pvc water pipe as well. The corrugated line is very flexible and that’s why it is primarily used. Don’t leave low spots in it or water will remain inside the line – you want it to all drain out. It does not need to follow your lineset exactly unless it is convenient.

      Mine comes down the outside wall inside a cover along with the lineset, then connects to a pvc pipe with an elbow that fills a garden watering can. The tomatoes and flowers love it. 😉

      Poor planning on installation does not constitute a design flaw. LOL
      All air conditioning units need a condensate drain, be central unit with an air handler, or a mini-split. If you pay attention you’ll occasionally see a commercial building with water exiting a drain on the side and water running across the parking lot. Now that is a design flaw.

  4. I’ve had my Mr Cool unit for approximately 9 months. I live in Texas where it can get quite hot and humid. I was concerned the unit would not adequately heat & cool my 1400 sg. ft. garage. It is now July and I must say I am tremendously happy with my purchase. I’m retired and plan to spend many hours in my garage working on my classic vehicles. This Mr Cool unit keeps my shop at a constant comfortable temperature. I highly recommend this company and their products!

  5. I bought 4 of these units one had leak Home Depot has ordered another now another one has a e1 code after running great for about 2weeks had HVAC check it out said all connections good do not want to pay another install please advise al 4 are 18000 btu

  6. How cost efficient is this unit?
    My house was built in 1940 plaster walls not much insulation. Would it be a good investment for me?

    1. Ductless mini-splits are very efficient. They’re much more efficient than portable or window air conditioners.

  7. Once the unit is all hooked up and running if you decide to move it to a different location can a do-it-yourselfer still do that by disconnecting everything the same way as hooking it up

    1. Yes, it is possible to disconnect the DIY (basically run the installation backwards) and move it. It is not recommended, but it is possible.

  8. We have a small 1300 sq ft manufactured home we just purchased and are retiring in it, what should we purchase for this home? We will need heat & AC since we are in the high desert in NM and not much more than 60,000 BCU for heating I believe…
    Thank you,

    1. We have a complete line of heating and cooling equipment. We have geothermal, central, and ductless. For the do-it-yourselfer, the DIY ductless mini-split is always a good option. We will also have a DIY multi-zone mini-split product coming out this summer, so that might be something you are interested in. Lots of options!

    1. Most of our products are energy efficient. The only way we could know if your electric bill would increase is if we knew more about the system you were currently using and what you wanted to replace it with.

  9. I put in an order through Home Depot for a Mr. Cool DIY 12000btu mini split system on May 29th.
    Home Depot tells me the problem with delays is from the production side. Once again, they were told my unit would ship last week.
    What is going on ? Would be nice to get the unit in before fall.

    1. I was looking for a place to post a positive review for my Mr Cool 12K and landed on this site. I just got it hooked up an hour ago and I am so pleased with the performance and the ease of install. I was going to get a non DIY,I hadn’t even heard of these DIY units, But every HVAC shop I called refused to come out and charge any unit with refrigerant unless they installed it! So I found out about Mr Cool and amazingly Costco had it for $1100. So I put it in myself and the pre charged units worked perfectly,
      This approach makes buying anything else out of the question for us DIY guys!!!
      Mike Medina WA

      1. I too was looking for a place to leave a good review.. we have loved our unit since the day we bought it(4years ago).. it was easy to install and preformed flawlessly.. 3 weeks ago we noticed a problem with it and called out a service company we were told it had a leak in the air handler.. we reached out to mrcool (on this website). Received a call back the next day.. the guy I spoke to was kind, Courteous, and helpful.. he had me email he some photos and a few days later we received a new unit.. great cooling and heating unit.. even better company.. thank you mrcool.

  10. I really enjoyed the AC at first but then had problems with the scheduling and they took several calls in to get anyone to respond. Finially got the scheduling and they then told me that if I wanted to use scheduling I could not use the remote,but had to use my phone. I do not carry my phone all the time and if in the garage it would be nice to just pick up the remote and lower the temp.
    Next problem was about a week after getting the scheduling up and renning I started to recieve E1 error. Again it took several phone calls and no response I then emailed them and we went back and fourth during the troubleshooting process but I never recieved the next step to do. I emailed them a couple of times and did not get any reply. The first email was sent June 26. A month without AC in AZ is horrible. I can not use my garage because of the excessive heat Today is 107 and the garage is showing 110.
    I regret buying any product that the company does not stand behind their product.

    1. Tim, we definitely apologize. We’ve been overwhelmed this summer will an extraordinary amount of calls and sales. If you can give me a good contact phone number, I’ll make certain someone calls you back as soon as possible.

  11. Do you have a unit with multiple heads? We have a tiny home ( 600 sq. Ft) but it’s 4 rooms, one of which is a kitchen with a gas stove. I would like to have optimum efficiency, but my kitchen gets really hot.

  12. I ordered a Mr. Cool Advantage 12K unit in late June from Lowe’s. Their customer service department gave me a tracking number because they still haven’t received my unit. On the UPS website it says that the label has been created for the shipment but the package has yet to be given to UPS. How long should I expect to wait before I can receive my order?

  13. Dear Sir:
    I just got off the phone,I called mrcool tech and was transferred to leave a message. I ask for help with the unit I’m still getting a code(p2) I got a local air conditioner tech and said the feon was perfect set on his gauge and the 5volt was right on! Please get me help!
    Thank you

    1. A P2 error code means that the mini split has a high temperature protection of the compressor. There could be something obstructing the airflow of the unit, if you’ve confirmed that the refrigerant and power supply are fine. If you left a message with tech support, then they should get back to you as quickly as they can, but we might recommend to keep calling.

  14. I purchased a double unit mini split in april 2020 worked great for two months then shut down . Model# multi 327hp230vi displaying code f5 p4 po. Help Please we are going through a heat wave.

  15. I purchased a 18k diy e star unit. We have had it a couple weeks and is running great. Installation was pretty easy. Hopefully no future problems will crop up. At the moment, I would highly recommend the diy line for the homeowner with a budget. I am definitely going to order a second unit for another part of the house.

  16. I just wanted to verify that the copper coolant lines can be run upward above the unit and the condensate drain line can be run downward. I have a unique situation where I need the large coolant lines to go upward into the floor joists cavity.

  17. I purchased a 36k unit in September of 2018. I used the unit a few times per week during the winter to heat my shop.
    Didn’t use it at all during the summer.

    Next winter I couldn’t get the unit to turn on. The remote display was on, but nothing. So I installed a backup heat source. I had the unit looked at by a friend and he determined the batteries were dead in the remote even though the display on the remote was on. There was no low battery warning on the remote.

    So I used the unit a few times after that then in November of this year I wanted to heat my shop again and the unit came up with an E1. I called and was sent a new control board for the outdoor unit.

    When I pulled the unit apart to replace the board I found burned connections. I called and sent in a picture of the burned parts. That was the day before Thanksgiving. On the following Monday I got a shipping notice for a new $1300 condenser. I have to say that impressed me. They were supposed to call me about it, but haven’t. I don’t know if I can just disconnect the lines and put on the new unit, of need a tech to come out. I called and asked about it and was assured someone would call. So far they haven’t.

    I’m impressed with the warranty service. I am concerned about the longevity of the system. Having to replace the unit really concerns me. Time will tell i guess.

  18. I recently purchased a Mr Cool unit and the compressor went out, I have yet to hear from a repairman

    1. Hi there, We experienced the same issue. Did you get a resolution to your issue? We are waiting on replacement outdoor unit which is covered under warranty. Have not been able to reach anyone at the phone number listed. Curious what your experience has been.

  19. I purchase a MrCool 27k btu mini split 2 zone a couple months ago. This was the best investment! I just love it. My only issue is with controlling from my phone. I have to keep trying to turn on or off. Eventually works but seems easier to just use the remotes from the system. I can come home from work to a hot house and after about 15 minutes I am comfortably cool. Same goes for the heat! I just love this unit. It is perfect for me.

  20. easiest DIY unit to install whisper quiet i highly recomend this DIY 2 ton unit great price as well

  21. Hello! The install of my Mr. Cool 12K; 22SEER, DIY mini split went very well! Great instructions and online videos. My only suggestion is to provide 2 or 3 options for lineset lengths as I only needed 10 feet for my installation so now I have 15 feet coiled and laying behind the compressor. I’m hoping for many years of dependable service from this great product!

  22. Started my diy multi-zone 27 btu with 3 air handler all was supposed to be 9k btu but one is 12k btu do I need to send it back

  23. I live in Hamilton Ontario and considering buying your 23,000 BTU split unit which is sold here online through Home Depot, Lowes and Rona but all suppliers currently show them as out of stock. How long before local distributors will be restocked?
    Also the air handler unit dimensions are listed as 13.9″ x 13.9″ x 8.9″ but the advertised picture doesn’t appear as such.

    1. While we do not have a precise estimate, we hope to get these products back in stock and to have our retailer’s inventories refilled as quickly as possible. We project sometime in early July. That air handler is 42.52″ long, 13.19″ tall, and 8.9″ wide. Thank you for letting us know this.

  24. Hi. I am looking at getting the Mr. Cool 27000 BTU with 3 wall mounts. It says it’s rated at 1000 sqft. How many sqft can each mount handle?


    1. That depends on the capacity of the individual wall mount. Air handlers are rated from 9k to 36k BTUs.

  25. I purchased a Mrcool DIY minisplit, was easy to install and when an insect got fried on the control board they sent a replacement right away. I highly recommend Mrcool.

  26. My DIY 12 mini split is not working and when I contacted Mr Cool warranty department I was told that they would ship me a new replacement unit once those units were back in stock, I have noticed that Mr Cool retailers have had the DIY 12 units in stock for some time now but I have not heard anything from them about shipping mine, I have emailed twice without a response and haven’t gotten call backs when I have left my name and number,

    1. I apologize. The DIY 12k units have been in short supply all summer. Replacement orders are being filled as available.

  27. could you please explain how to setup the confy mode, all I can find is bits and pieces here and there on setting it up.
    I have the 12K DYI model in a 550 sq ft well insulated (foam) building.
    Does the main temp control override the confy setting?

  28. Customer and tech support are non existence !!
    I’m trying to find someone in my area to do warranty work in my area. I’ve left half a dozen or more messages and NO call backs!!!! When I’ve emailed all I get is computerized responses!!

    1. We apologize for this. You may be able to find a MRCOOL retailer that provides maintenance services using our “Where to Purchase” map at If there is not one near you, then any HVAC contractor should be able to perform maintenance on our products. You should also be receiving a call from tech support soon.

      1. What is the number for parts with Mr. Cool? I am thinking about purchasing a unit but my HVAC guys dates parts are hard to find. I used the website for parts and dealers nothing came up in the Chicagoland area. 50 mile radius.

  29. I have been leaving messages with customer service for 4 weeks now with no callback. A VERY frustrated customer. At this point I would NOT recommend this products due to the non-existent customer service.

  30. Installed a 12k mini split. The AC works but the heat pump is weak and cold. For 3 weeks now, I’ve emailed, left voicemails, and left my name and number and we still haven’t received a response. Since we’re on a time crunch, we decided to return the unit and purchase another one in case it was simply a faulty heat pump, but we’re having the same issue. We paid for an HVAC technician to take a look at it and he couldn’t figure out what was going on either. He tried to get a hold of MRCOOL’s technical support but no one answered. No error code appears on the remote and we couldn’t find where their LED was. I DO NOT recommend this product.

  31. Your request (53227) HELP

    Hello, could you help us, we bought a system from you to Home Depot Prodiret 2.5T, and the PCB of the outside unit came defective and does not work, we have spent money in new installation and expenses in detecting the problem… we have been waiting for the part for days and no arrives and they have not given us the tracking #, and the warranty department has not contacted us either…

    Order Date: 01/16/2022 Home Depot
    Order #: WD92889347

      1. Days sending emails and they don’t answer… and calls either… your warranty service is very bad, I have to return everything to Home depot, the A/C is delicate, and if you sell you have to respond quickly since there are no pieces of I reply MRCOOL in the local stores that serve HVAC technicians, I sent them an email asking them to please send that Card PCB and they do not respond to MRCOOL’s 10-year warranty….. they will not do well if they treat the people who buy your products.

  32. Very dissatisfied with our brand new MrCool DIY mini split. We purchased it from in January. Our indoor unit was defective out of the box. Home Depot would only return the product, not exchange it, so I reached out to MrCool. MrCool did eventually get back to me and sent me a replacement unit, which also arrived defective. The replacement arrived with broken plastic bits loose in the box. We did a little investigating, and it looks like it’s part of what holds the cover on. It didn’t seem like the cover was going to fall off despite the broken piece, so we went ahead and installed it. The replacement unit is 10X louder than the original defective unit…sounds like it could be the cover rattling, and also the bottom vent won’t change positions. It’s either fully open or fully closed. I’ve contacted MrCool again, but like most of the comments here, I haven’t heard back. MrCool definitely does not have speedy customer service, and because I’ve only ever had defective products from them, I would not recommend their products. Maybe Home Depot knows something we don’t when they said they would only return it, not exchange?

  33. I hooked up my multizone unit and it is cooling just fine. When I exercise the heating function, nothing happens – the louver closes halfway relative to where it opens up during cooling and there is just silence, with no air coming out of the vents.
    I walked outside to if the lines were hot, and they weren’t (not sure if this is an appropriate troubleshooting step but I did that). Either way, heating does not seem to be working on my system.
    Can someone help me fix this?

      1. Can you help here for others to view as well? It has taken too long to get a response from customer service at that number. I figured it’d be quicker here.

        1. I apologize, but you would get the best help from tech support regarding this issue. I can send your email to the service team so that someone can reach out to you, though.

  34. We just received our MR COOL 18k DIY and installed it and it will NOT start at all. My husband who is an electrician GC went back and found there is no power to the black line on the head unit and the compresser, there is power to the board and the other lines are hot, hopefully we can get in touch with tech support in the morning, but reading the above message it appears people are not getting a response from tech support.

  35. Installed a 27k 3- zone system two months ago. Everything worked fine until two weeks ago I tried running the AC. Ran great for a couple days and then one day I came home and it showed an E1 error code. Tried trouble shooting with no luck. Reached out to customer service via phone and only got voicemail. Never got a return call. Tried again via email and went back and forth for a week with Steven answering his questions and providing pictures of my wiring. Then he just stopped responding to my emails. I haven’t heard anything from anyone at tech support for several days and they never resolved my problem. I know I need a new condenser unit but I can’t get anyone to respond to me. I bought the unit from Lowes. I guess I’m going to have to try to go through their customer service since Mr Cool doesn’t have one. I paid extra money for the Mr Cool because I thought it was a good brand but I was very wrong. Please tell me how to fix this or how to get my money back.

    1. Would you mind sending a reliable contact number so that I can relay it to the service team? I will not make the comment with your information in it public.

  36. Where can I get the sound deadening pads that come with the MrCool units? I am short 2, and looking everywhere so I can finish my installation.

  37. I have made 3 phone calls to tech and customer support and sent an email on your website and absolutely not a single callback or reply to my voicemails and emails. Wondering if there is anyone there at all. A simple courtesy call to explain why I am being ignored would be greatly appreciated.

    1. We apologize greatly for your experience. Would you mind replying to us and sending a reliable contact number so that I can relay it to the service team? The comment with your personal information will not be made public.

  38. We purchased units last fall( they didn’t have in stock all summer). We turned it on about a month ago and it doesn’t work. It is a hassle to have someone to answer a telephone call or email. They don’t return your telephone calls either. I guess by the time we reach them our warranty will be expired.

    1. We apologize greatly for your experience. Would you mind replying to us and sending a reliable contact number so that I can relay it to the service team? The comment with your personal information will not be made public.

  39. DONT BUY A MR. COOL!!!!!!! I purchased a Mr. cool split unit from Lowes. I’ve had nothing but issues! It stopped cooing after three weeks. I contacted Patrick at tech support and eventually he just stopped responding. Since then it’s done the same thing two more times. In addition the transformer has gone out twice and now the blower motor is bad. It’s been 10 days and I’m still waiting on warranty to send out new parts. Does that seem like customer service!? I have a small 15 year old YORK that outperforms the mr. cool hands down. I’ll keep you posted on when Mr. cool decides I should have A/C again.

    1. We apologize greatly for your experience. Would you mind replying to us and sending a reliable contact number so that I can relay it to the service team? The comment with your personal information will not be made public.

  40. Please don’t waist your money or time …..easy to install …air in the lines which i had to call a technician to charge it and when I call for customer service ….3 times …no answer (non-existing)
    Anastasios Politidis

  41. So I had the lines on my DYI fail. I called an AC company to help troubleshoot. Now MRCool is not honoring the warranty on the failed compressor because the professional company had to repair the line just to do diagnostics. I worked with MRCool service team for a week (Patrick) and they will not honor the warranty even though it is all MRCool stuff that failed. I guess there is no reason to get a MRCool unit then. no one seems to answer the phone – been trying for days.

    1. We apologize greatly for this. Would you mind sharing a reliable contact information so that the service team can reach out to you? Your information will not be made public.

  42. I bought a DIY 12k from Home Depot, and installed it 2 weeks ago. I was very anxious throughout the whole install because I had never worked with an AC unit before. I read and re-read the instructions while waiting the 2 weeks for it to ship. Every step of the way during installation, I stopped and re-read the instructions for the step I was taking. I finally had the courage to flip the breaker, turn it on, and follow the test-run instructions. Everything worked perfectly and it was so quiet!
    I was very impressed with a few things:
    1) The packaging was exceptional. MrCool knows, like we all do, that carriers beat up packages. This package was really beat up by the time it got to my local Home Depot. There was only superficial damage that I could see, so I brought it home. I eventually noticed that the frame was racked and legs were out of level quite a bit with some lower fin-rows bent. Time will tell if any of that was a problem.
    2) The instructions for the install were impeccable! There is nothing to skip over, and there is nothing missing. I do have an exceptional amount of patience to learn and understand new things, so that was likely helpful.
    3) I needed help setting up the WiFi capabilities, and called customer service. Within 1 minute, I was speaking to a very helpful person who did not sound like he was reading from a prompt! He did not speak over me, and he did not repeat himself unnecessarily. I needed more help twice again that week, and the same person worked with me each time and fast!

    I was not impressed with a couple things:
    1) The instructions for the different controls (remote, the mini-stat, and WiFi dongle set-up) were clear enough, but information about how they all work together (or Not) was absent. Customer service explained that they don’t work together; that the current control will override a previous control.
    2) Detailed written instructions for the MrCool HVAC app can’t currently be found. The app seems phenomenal, but without details about all of the functions and variables, it is very cumbersome. But again I called customer service and was helped quickly with my specific question at the time.

    1. Thank you for this review, and we’re glad that you’re enjoying your system! We also appreciate that you shared feedback on what you weren’t pleased with. This helps us improve ourselves! Thanks again.

  43. We recently bought and installed a 4 zone mini split system. None of the units work as they are supposed to. None of them cool properly. On the cool setting they just blow air from the fan and the heat doesn’t work at all. Plus the usb drives used to hook the units up to the cloud have outdated firmware. This drive/firmware has to connect to the internet to be updated. But it can’t update unless it’s connected to the internet. I submitted a ticket online. Plus I have called and left multiple messages with Customer Service. I also called the Operator line which just takes me to another voicemail for the Sales team. Why is there a call queue and wait if it just takes me to a voicemail. When can I actually speak to a person about our units not working?

    1. We apologize greatly for this. Would you mind sending me a reliable contact number so that someone from our service team can reach out? Your personal information will not be made public.

  44. Unit dead on arrival. You wait on hold in queue just to leave a message! Is it a real answering machine? I have received not return call or contact and its been multiple days. I have a new born on the way in 2 weeks and need AC and no way too cool the house and they haven’t even initiated contact. This is beyond unacceptable. You shouldn’t be selling if you cant even answer a phone.

    1. We apologize greatly for this. Would you mind sending me a reliable contact number so that someone from our service team can reach out? Your personal information will not be made public.

  45. I bought two units from Mr. cool. One does not function properly. I’ve done multiple phone calls left multiple messages and emails no one will return my phone call or even text me or email me. Ready to buy a new unit and throw this one away. Two months old. Would absolutely not recommend buying from this company due to their poor customer service

    1. We apologize greatly for this. Would you mind sending me a reliable contact number so that someone from our service team can reach out? Your personal information will not be made public.

  46. Installed a 36K unit with 2 -18k indoor units 4 weeks ago Refrigerant was low a common problem so had it topped up to 25 psi a $200 cost still will not blow cool air 10mins after startup shows P2 error Code after 5 mins shows 00 then starts up again shows numbers 55-56 runs for 10 mins and repeats this time of the year if you can get an A/C Mechanic you are looking at $500 and up so still trying to fix myself

  47. This is unacceptable practice for a business I have left several messages and several email and no one is returning my call. I just install a mini split 2 zone unit and am getting p6 code and unit not cooling. It unit was very expensive. I will like a resolution to my issue. PLEASE.

    1. We apologize greatly for your experience. A common fix for P6 error codes is ensuring that the king valves on your condenser are open. There should be 2 “test port looking” valves above the line sets on the condenser. Take the caps off of those and open the valves with an Allen key. These valves are closed for shipping purposes. If this does not solve the issue, I can relay your contact information to the service team manager if you provide it. This information will not be made public.

  48. Last year I received my MR cool system and getting ahold of customer support wasn’t bad in my opinion. I couldn’t install it due to a parts shortage. I finally finished and the installed and it works as intended. I don’t know what happened between now and last year but mrcool is completely unreachable by phone or email. The flap stopped working on my 18 air handler where it won’t retract and I can’t find a solution for this.

    I find it very deceiving how they post up a phone number make you was like over 30min and then you hear that caller number 1 only to find out I’m waiting to leave a voicemail the WHOLE TIME!!! I also emailed and still received no response.

    1. We apologize greatly for this. Would you mind sending us a reliable contact number so that someone on our end can reach out to you? Your comment with your personal information will not be made public.

  49. Hi, I purchased a 12K BTU HP DIY system from COSTCO 4 Months ago. The
    system runs fine and am very pleased with it so far. The only issue is the one of
    the mounting plates on the condensing unit is rusting. I do not live near the
    ocean here in Florida. My company sells larger similar type systems and that
    should not be happening…. especially after 4 months. The problem is with the
    powder coat or metal protection chosen during manufacturing. I spoke with
    someone in tech support and they said that can not be prevented and is not
    covered under warranty. I have been trying to reach someone else in tech
    support but no one returns my calls. I have spoken COSTCO customer service
    and they want me to get back with them regarding the support I receive from
    your company. Please advise. My unit info: M# DIY-12-HP-WMAH-115B.

  50. I bought Mr. Cool split system in April 2021 through Lowe’s. Eversince ,I bought it
    and get it installed I was having issues w/ it. In the summer it doesn’t really get cold
    and in the wintertime ,it doesn’t really get warm and during snowy day,I had to call several
    technicians to take a look at it only to tell me that nothing was wrong w/ the system until one good friend
    told me that the new machine itself (it’s internal parts maybe faulty,not properly calibrated/configured.
    The main issue about it??>>> it’s not reaching the set warm or cold temperature particularly on a very cold warm weather which frustrates me because that should be the time I need heat/cold the most.Pls.
    contact me @ . If I set it on 73 (on a cold day/night) it will reach 64 and nothing higher than that and I wasn’t turning it off but the temperature in my house will just be going down.This new system has been
    inspected by dozen HVAC technicians before writing my message. I have a clean filter every month and air ducts and vents cleaned before Christmas but this issue has been going on and it doesn’t end. Is there a way to help me w/ this issue please.BTW , I ordered the heat strips from Ingram too. I was calling several times
    but hasn’t gotten any hold of anybody from your company. I am in dire need of help.

  51. We purchased a Mr. Cool heat pump about a year ago and twice have had major failures causing weeks of downtime, the latest during the coldest time of the year. It’s now been well over a month with no response nor remedy from the Mr. Cool service department and thus remains broken. Very poor service. Do not recommend.

    1. We apologize greatly for this. Would you mind responding with your name and a reliable contact number so that someone from our team can reach out to you? This information will not be made public.

  52. Mr. Cool … I have been trying almost a week now to reach your team. The customer service number only leads to a voicemail. Then, you have to wait a day or two for a call back. The first call back asked me to send photos of the damaged unit. I told this person the damage was inside on the component and there was no sign of damage to the exterior packaging. She had me send photos and supposedly my case was considered by someone on the damages team. Now they say Home Depot must have damaged it in shipping (how can the shipper damage it and leave no sign of damage something inside and leave no trace on the exterior packaging from Mr. Cool?

    Why won’t you replace the damaged component? We just want you to direct ship what we need to complete installation. It is not right for us to have to request a refund from Home Depot and place a new order!! This means waiting another 3-4 weeks to receive it!! Winter will be over by the time we get this product!!

    It is also not acceptable to make a 77 year old woman deal with receiving a new 400 pound delivery when you canprovide a direct solution. She already had to pay someone the first time to move it from the curb where it was delivered to a secure location! Then the installer came and he has to be paid for his wasted time as well! So she is already out money and you are telling her to start the process over. This is not a good look for your company. It was Heather M in customer service I have had contact with. Please do not tell me to call customer service again … they are not offering acceptable options. Please have a supervisor contact me!

    1. I apologize greatly for this. Would you mind replying with a reliable contact number so that I can have a supervisor reach out to you? Your comment will not be made public, so your information will be safe.

  53. i just installed a Mini split system in my home. Have to say it was the easiest DYI project that I’ve done in a long time.

  54. Its been nearly 6 weeks now with no remedy for the unit I purchased which is still under warranty. I paid for a licensed technician to come out and diagnose the issue. provided this information to Mr. Cool and was told a technician would contact me to arrange delivery of replacement parts. Well, I have been told that several times now and no technician calls you back. If. you are looking for a unit and thinking you will save time and money by purchasing a Mr. Cool unit, no you will not! Buy a product through a local HVAC company who sales reputable products and has reliable customer service. This route is more expensive up front but it will save you time and frustrations down the road.

    1. I apologize for this. I’ve sent this message and your email address to the service team manager, so someone should be in contact with you soon.

  55. I’ve tried numerous times for two days to get a call back from customer service/tech support. It hangs up on you when you’re next in the queue!!! I spent a lot of good money on this system to have it not function properly and deal with bush league customer service!!!!! My next 2 contacts are going to be with the BBB and my attorney if I don’t hear something tomorrow!!!!
    Paul Englert
    Order #

    1. I apologize greatly for this. I’ve sent your information to the service team manager, and also updated your comment to remove your personal information. Someone should be in contact with you.

  56. Our unit worked great for our 800 sqft tiny home, until we got the E1 code. Can’t get to the problem and the unit is only 2 years old. Frustrating.

  57. I installed a dual-zone unit and discovered that both zones need to be on for the AC/heat to function correctly; I can’t just turn on one zone. Despite contacting support twice, they’ve confirmed that this is normal. So, what’s the point of installing dual-zone units if I need to activate both zones for AC/heat, even when the other room is unoccupied?

    1. This has something to do with the specific BTU capacity. The condenser must be operating at around 3/4 capacity, meaning that for some multi-zone systems, all units will have to be on. Even if both of your units must be on, a dual zone unit saves space and installation time, as you didn’t need to install two condensers.

  58. Last spring (2023) our 20+ year old conventional heat pump system had reached the end of its profitable life. The HVAC repairman said it would be $6500 to replace both the outside and the inside units. I am reasonably handy and thought I would give Mr Cool a try. I had previously assisted a friend in installing a 4 zone Mr Cool mini split. (His was a new install and his comment was; “I can completely mess this up three times and still not pay what the HVAC installer wants.) I called to see how he liked the system we installed and he said he was very satisfied.

    So we opted for the 4 ton Mr Cool Universal system. Everything seemed a bit overwhelming at first but after a conversation with the MR Cool salesman I was confident we were getting the correct package. Then it was one step at a time and a day and a half later I had the entire job done and saved $2500.

    Here are a few observations and tips learned along the way:

    1, I bought an adjustable torque wrench with a 1 and 1/2 inch jaw capacity after seeing that this would work on the copper line compression nut. There are two copper lines and the wrench would only fit the compression nuts on the smaller line. After considering the options I eventually opted to just tighten to what I thought was the correct torque and it has worked ever since. (I do have significant experience with torques on auto work.)

    2, There was much discussion posted about the difficulty of getting the copper lines through the cover plate on the outside unit and Mr Cool provides the option of stripping off the last bit of insulation and replacing it with other insulation after the lines are installed. I reasoned that continuous insulation would be better in the long run and tried a different approach. I flexed the lines into position first. Then I slid the cover plate down over the lines. I then made the line connections and followed that by sliding the cover plate into position as well as I could. I then ran a ratchet strap around the entire unit and patiently tightened the cover plate into position with all of the original insulation still intact. (note: I did not get the original cover plate screw hole to line up exactly but it is so close that no one can tell.)

    The thermostat question took a lot longer than it should. We (My son the computer professional and myself) already had a thermostat that we knew was compatible but we could not find anything that would tell us what color wires to connect. Little by little we were able to deduce one wire or another and got it working. With sufficient instructions, this would have taken 15 minutes but we probably spent 4 of 5 man hours.

    These were the only unexpected challenges and we are very pleased with the operation of the units and the cost savings. Would highly recommend to anyone who has the general aptitude and a patient approach.

    Mark in Raleigh NC

    1. Hi Mark,

      Thank you for your review! We really appreciate every aspect of it, especially the points where we could improve, because we’re always looking for ways to be the best we can be!

      We’re so glad that you’re enjoying your system, and that you saved a bit of money along the way!

      Thanks again!

  59. MR Cool came through for me! I had a 1 year old AHU break down and they shipped me the part. Warranty service took a bit of time but im super happy with the support I ended up getting!. Thank you!

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