MRCOOL review: Mrcool 18k diy mini split and customer service responses or lack of

I purchased this unit from Lowes in September 2023 and wasn’t able to install it until October 2023.

It was purchased for use in a small guest cabin and replaced a thru the wall unit that was installed years ago.

A certified electrician helped me install this unit.

Easy install and ac working unit cold weather arrived.

I switched the unit to heat mode and minisplit would not heat.

It is displaying an EL 01 code.

I have contacted the company multiple times over last 3 weeks via phone calls and at least 20+ emails. Finally a tech responded with a series of test that needed to be performed on the unit before a a part could be sent out to fix it.

Part arrived quickly and my electrician installed it.

However it didn’t resolve the issue.

Still no heat and the same error code

I reported this issue on Saturday to both customer service and the tech with an email.

Reminders were again sent on Monday.

Today both a call and message was left plus an email follow up.

Not a peep from company.

My elderly mom stays in this cabin and it is both a health and safety issue as we go into winter.

I have never dealt with a company that is this slow to respond with problems concerning their products.

Regret the purchase of this unit.