Bruce, we apologize that you have had a negative experience with one of our products and would love the opportunity to improve your experience with MRCOOL and MRCOOL products. However, we must refute some of the claims made.
First, we typically do reimburse customer costs when there is a problem with a new unit. We asked you to provide the contact information for your technician so we could verify the charges and try to gain more insight into the issue you are experiencing, but we have never received this information.
Second, unless the unit was actively leaking, which the A/C technician assured was not the case, they could not have added 4 lbs of R-410a to the DIY 12k. The system fully-charged only holds 2.12 lbs of refrigerant.
Third, the DIY systems have a set line length by design so a technician is not needed to add or remove refrigerant. We have begun working on a solution to providing variable lengths of DIY line-sets that should be ready for the market in 2020.
Fourth, the install manual on the Smart Controller outlines steps that require you deactivate other Internet connections before attempting set-up. This is a standard requirement for IoT systems.