Customer Reviews for MRCOOL DIY Gen-3 18,000 BTU 20 SEER ENERGY STAR Ductless Mini Split Air Conditioner & Heat Pump w/ 25 ft. Install Kit 230-Volt

Their customer service never answers the phone, emails go unanswered for days at a time. The first system we got didn't work. Told us they would send out a replacement, 8 days, no replacement, no phone call or no answers to my emails. Not impressed

Great product. Easy to install.

Complete crap product. Complete crap company. Stay away. Spend the additional money and buy a name brand. Our MrCool unit lasted 4 years and then we couldn’t find anyone who would work on it, or deal with the company. Parts are not readily available. The company does not answer the phone. They specifically state they want you to use email. Their warranty is meaningless because they have NO factory authorized repair services. Do yourself a huge favor. Stay away from this brand.

Works great and easy to install. Does not include disconnect box however easy to pick up from Home Depot. Also has an app so it can be controlled remotely.

This was easy to install, but does not function. Until the heat works it’s getting one star. It cools in cooling mode and cools in heating mode. The refrigerant has a full charge. I’ll be contacting the warranty department tomorrow.

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.

The quality of the air, both heat and cool is like a fresh breeze...

As owner of an HVAC service company, I wanted to try MRCOOL brand mini split to see first hand the quality & ease of installation. I must say, it exceeded my expectations. It was very easy to install & set up. The app on my phone allows me to change setting even when I’m away. It keeps the space very comfortable & is very quiet. Time will tell of the durability. So far I’m very impressed.

Works perfect, no issues with a self-install.

After 1 year the condenser failed, major leak. It cost me $200 to use one of MrCools recommended local technicians to diagnose the issue. They will not refund this cost. They agreed to replace the condenser under warranty which is another $256 in freight shipping. This is clearly a factory defect and MrCool will not refund either cost. Don’t recommend as their warranty is terrible.

Very nice product, fairly easy to install, with common sense instructions. Runs quiet and has a lot of flexibility in operating modes. Nice planning to have the air handler piping connections outside of the structure, in case of a leak.

The system is truly DIY and doesn't take long to install if all of the components are there and not damaged.

Very nice unit, it is built well.

On the plus side, installation was reasonably straightforward. Instructions were OK, not great. This unit does a good job of cooling the room, and is very quiet. It is well designed and well built. The problem? The controls suck. With the unit set to 70 deg it comes on at about 75, then it stays running until about 65. All night long I am waking up either sweating or shivering. Support folks were responsive but unable to provide a workable solution.

I put this in almost 5 years ago and every year the motherboard goes out they did replace it but you have to jump though hoops to get them to send you one. I did put a in line surge protector on as requested. But it never fails to go out just as you need it most and it will take 4 weeks to get a replacement. I do not recommend this product

These units are absolute garbage. Don't buy the hype or marketing. They don't maintain temp, they leak, they have faulty equipment. The dual zones don't have any valving so both zones always heat or cool. Tech support doesn't answer phone and take days to respond to email. I've spent as much in time and service calls as I would have to get a real brand like Mitsubishi. Save yourself, get anything else.

Had this unit unit installed by HVAC professional: worked well for about 11 months then quit. The remote showed a code p4 followed the directives to no avail. Unable to get help from Mr Cool: called in HVAC professional who stated that the board and compressor were not working. I had to communicate with Mr Cool via email and I provided my receipt and HVAC contact. Initially, I implored them to phone but they did not save for one a day email. Temperatures are running at 100 where I can’t wait and had a Gree Installed. Last email is still requiring test run. No instate support: guaranty worthless.

purchased 3 unit 2 12 btu and 1 18 btu. They run for a little while then build up ice on the cassette eliminating air flow. Called Mr. cool sent emails to support with zero response. Looks like I'll have to send them back. what a waste of time and money. Never again.

I bought this Mr. Cool and installed it one year ago. We live in Texas where the temperature is 100 degrees plus at times. I did the job myself including electrical and it was a breeze.This unit is so quiet that you can’t hear it running. We are so happy that we decided to buy it!