My daughter has a house in Maine and she and her husband ordered a 24K condenser with one head unit, and an 18K condenser with two 9k head units. Took over two weeks of calling never getting through but for their callback system that only works a third of the time. Their manuals a pretty but garbage as the MOP (Maximum Overcurrent Protection) which is the size that the breaker should be in your panel and the amount of current the wire must support (I am a retired commercial Electrician) was incorrect and finally they returned a call and tolled me that the manuals were incorrect and gave me a verbal report of what the breakers should be which caused me to have to replace the ones that I had. I had other issues with the piping as the manual only shows pics of running it straight out of the back but not all conditions allow for that. The LR exterior wall has no space for the unit due to window sizes. So I put it on an interior wall and ran the coolant pipes into the attic and then out the gable. That took three phone calls to get someone to discuss that.
I got the 24K unit working so in then installed the 18K condenser, the two 9K head units mounted and found that the coolant lines did not have the end caps with matching colors... the blue 3/8"lines had blue to blue (condenser to head unit), but the 1/2" lines had grey on the line from the head unit and a white on the condenser. After two phone calls and waiting days for a response I was told to connect the grey to the white, that did not leave me with a lot of confidence.
The real kicker came with the electrical hookup and I have tried for two weeks for them to contact me. More on that but here was the issue:
The buss in the condenser has numbered wire sets for each head numbered 1, 2, & 3, 1) Red, 2) Black, & 3) White. Red and black by NEC are hot wires each 120 Volts each for the 240 Volt combined. The wires from each head unit are: 1) Red, 2) white, & 3) Black. So to anyone who is experienced with wiring and the NEC knows that white should be a NEUTRAL wire not a HOT so I tried to get an answer for that and after about a week they called and told me to connect the white to #2 and the black to #3 but she could not tell me why. I have attached the images showing the buss and the white wire labeled #2, and the black wire labeled #3.
It is now July 12th and MrCool does not respond to any contact submissions from their contact webpage (which I have made over 8 requests), they don't even give the automated message that says that they have received the request and are reviewing it and will get back in contact soon. When I made a request on July 3 I received an email from Aaliyah to send the models so I sent her the spec plate imaged from the condenser and head unit and the three pics that I have attached here showing the wiring screw up... and from that point on I have heard nothing from them either via phone call or email. I have tried to email Aaliyah and she does not respond.
My daughter and her husband is considering a lawsuit since they shelled out over 6K for this system and we can only connect 1/3 of the head units.
It is not as if we did not know that they were DIY units. But I know how to work on AC and Electrical as I was an electrician.
There is no excuse for them to totally ignore a new customer because we have shown them a major wiring foobar.
When I do my house next year it will not be MrCool. I will do my own coolant lines as I will have a vacuum pump, a recovery unit, and a set of digital gauges. It will be either Gree, LG, or another mainstream brand.
Just know that MrCool's ads say "Whole house comfort is only a drill, a snap, and a twist away" and that is total BS. I can do this because I have experience in construction and electrical but it is my knowledge of wiring that has caused me to stop as I know that connecting a white wire to a black wire is BAD!
Recommendation: Do not as even if you have tech and construction skills, MrCool just screws it up.
