Cougar Mechanical

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will be closed Administratively Resolved] Revdex.com, I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below How could I have requested the gas valve to be ordered when I had found one on the internet for a lower price and Cougar Mechanical refused to install it due to warranty issues At this point, I told [redacted] I would wait until after the holidays to follow up, however, due to the lack of adequate and competent communication and work performance by ***, I elected to get a second opinion before spending $ Fortunately, ***s, provided a competent stove technician who simply cleaned my stove and performed a simple adjust to the draft restrictor [redacted] totally overlooked assessing the real problem I've listed the numerous problems in the appointments I had with ***I was denied a new technician by Cougar Mechanical when it was clearly obvious [redacted] was uncomfortable in working on my stove: obvious by both his verbal expressions and his work performanceSo then, how could it be known by Cougar Mechanical that I needed to spend $for a part that was not necessary, nor could have been assessed as necessary?Why did Cougar Mechanical order a gas valve after our conversation on Dec 9, after which I had told [redacted] I would wait until after the holidays to proceed any further? I did not give permission to order the gas valve part, nor did they call me to tell me the part had come in?This is an obvious mis-managment of personnel by Cougar Mechanical:Incompetent service techniciansIncompetence due to not listening to the customerDeceiving customers on ordering parts not requested or needed [redacted]

We have used Cougar Mechanical since we moved to Spokane over years ago; they installed all of the heating and a/c equipment in our new home Have been using them ever since!

We received this request from *** and we declined this request because of the following: We have every reason to believe the fireplace needed this part installedIf we would had come out to install the valve and it didn't need to be replace, we would have not replaced the valveSince you
selected a different company to finish the work, the charges will remain because we completed the workYou were only billed for worked completed

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will be closed Administratively Resolved]
Dear Revdex.com,
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, I will be delivering documents to you today for your review regarding my communications with Cougar Mechanical and ***'s Fireplace CenterSpecifically, when I spoke with *** at ***'s after his technician had corrected the problem with my stove, *** emphasized to me that it is very important to always systematically perform an assessment checklist of every stove in order to achieve a correct diagnosis of the stove's malfunction Cougar Mechanical did not perform an assessment checklist that can be documented, nor did they provide me a written documentation of the suspected problem *** spent time reading through the stove's manual I had provided him, as if he could not determine the problem with the stoveI was told the problem was a malfunctioning thermocouple.I sent one of my old thermocouple's with Cougar's technician, ***, to insure the correct one would be installed at his return visit.When Cougar's technician *** returned, he had the WRONG thermocouple and I was told he would reorder the right one During this visit, *** verbalized his apparent dislike and difficulties for working on gas stoves and at this point I called Cougar Mechanical and spoke with *** I expressed to her about having a technician work on my stove who did not like his job She gave me excuses for his comments, saying he was close to retirement, had years of experience, and was one of their best technicians I asked *** for a new technician at the next visit to have my thermocouple replaced She declined my request and responded, "*** started this job and I want *** to finish it."At the next visit, he installed the thermocouple, but my stove still did not function properlyWithout further evaluation of my stove, he automatically told me the stove needed a new gas valve and the part and installation would be approximately $ After *** left my house, I called *** and asked her to confirm the price of the gas valve and she didI told her I wanted to get some additional opinions before spending $ After finding a less expensive gas valve on the internet, I called *** with the price of a gas valve for under $500.00, but she said her company would not install a gas valve that they did not order since they could not warranty the part I told her I would wait until after the holidays to decide what I would do She mailed me a bill dated 12/10/for $ The bill included $fee for ordering/cancelling and restocking a gas valve.Last month, I decided to have ***'s check my stove ***'s technician, *** ***, spent one hour at my house on March 4, 2015:He performed a detailed checklist of my stove and provided me with a copy of his findings He had found the firebox dirty and full of dead bees under the burner and cleaned out the area.He adjusted the draft restrictor and the pilot flame.The stove worked perfectly within one hour and without any needed parts.I was billed $for a simple service call.*** at ***'s also informed me that there is not an assessment test to determine a gas valve needs to be replaced.Needless to say, I was misled by Cougar Mechanical since an adequate assessment of my stove's problem was not determined, the area of the firebox had not been assessed nor cleaned, nor had the draft restrictor been evaluatedI had also been denied a new technician when I had reported serious concerns about the confidence and competence of *** Without having a proper and adequate assessment of my stove, Cougar Mechanical was advising me falsely of needing a very expensive part that was not necessary, and I in addition, I was billed for a "restocking fee" of a gas valve when I had not ordered one
Regards,
*** ***

Cougar Mechanical sent a highly qualified technician to work on your fireplaceWe have only charged for the necessary work completedYou approved the repair for the valveCougar ordered the valve and had it shippedYou called and cancelled the appointment because you found the valve on the internet at a lower price and requested Cougar to install the valve you purchasedWe rejected the repair because our policy is to install parts only supplied by our vendor due to warranty purposesAs indicated previously, if we had the opportunity to come back out and the valve was not bad, we would have not installed the partHowever, it was your decision to hire a different company to finish the workWe continue to stand by our previous decision

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
How could I have requested the gas valve to be ordered when I had found one on the internet for a lower price and Cougar Mechanical refused to install it due to warranty issues.  At this point, I told [redacted] I would wait until after the holidays to follow up, however, due to the lack of adequate and competent communication and work performance by [redacted], I elected to get a second opinion before spending $500.00.  Fortunately, [redacted]s, provided a competent stove technician who simply cleaned my stove and performed a simple adjust to the draft restrictor.  [redacted] totally overlooked assessing the real problem I've listed the numerous problems in the appointments I had with [redacted]I was denied a new technician by Cougar Mechanical when it was clearly obvious [redacted] was uncomfortable in working on my stove: obvious by both his verbal expressions and his work performanceSo then, how could it be known by Cougar Mechanical that I needed to spend $500 for a part that was not necessary, nor could have been assessed as necessary?Why did Cougar Mechanical order a gas valve after our conversation on Dec 9, 2014 after which I had told [redacted] I would wait until after the holidays to proceed any further?  I did not give permission to order the gas valve part, nor did they call me to tell me the part had come in?This is an obvious mis-managment of personnel by Cougar Mechanical:Incompetent service techniciansIncompetence due to not listening to the customerDeceiving customers on ordering parts not requested or needed
[redacted]

Review: In October 2013, we contacted Cougar about our heat pump and furnace, requesting a technician come to check on the system under the warranty, as we were hearing strange noises coming from the heat pump. The woman we spoke to said that she would send a technician out and that if any work was needed, he would discuss it with us at the end of the visit. At no time during that conversation did she mention that there would be a charge of any kind for this visit, nor that the technician would do work while he was here without first receiving permission to do so. The day the technician was here, he arrived and stated that he did not know why he had been sent to our home. I explained what was going on and that he was supposed to let us know if there was anything that needed to be done and showed him to where our furnace and heat pump were. The next thing I knew, the technician said he was done and that the charge for the visit was $120. I stated that we had not been told of the charge and that he was only supposed to tell us if there was any work that needed to be completed. He stated that they always charge for a visit and that I needed to sign his form stating that they had been to our home.

Later that afternoon I realized that our spare furnace filter was gone and I immediately contacted Cougar and asked about the charge for the visit and about our filter. She ended up being the same one that scheduled our visit, and said that she had told us about the charge for the visit, and said that she would contact the technician regarding our filter and would get back to me. I explained to her that I was very unhappy about this, as it was a spare filter we had just received and that the filter that the technician had removed was only weeks old, and nowhere near needing to be replaced. When several hours had passed and I had not heard about the filter, I called a second time and was told that they would tell us more about it the next day as she had still not talked to the technician and was unsure as to why it had been replaced and where our filter had gone. We eventually learned that the technician felt that the filter need to be replaced but had not discussed this with us nor did he mention it upon leaving. The company did still have our filter but any attempts I have made to try to get that filter back have gone unanswered, however, they were very engaged in sending several bills to us trying to charge for this now infamous visit. I have gone so far as to contact the owner, and received a call several weeks after I sent him a letter, but have not received any response from him since returning his call. The last contact we received was in December.

If you would like, I can provide you with a copy of the letter I mailed to Cougar in December.Desired Settlement: We would like the filter they removed from our home without permission or notice back, and would like them to ensure that we are not charged for the visit as a charge/service was never mentioned prior to the technician requesting payment.

Business

Response:

This is in response to [redacted] complaint. Many of the facts are incorrect in her complaint. [redacted] left two messages for a callback. One to [redacted]'s husband because he was the one that scheduled the maintenance call and one to [redacted] immediately after we received the letter. We have not received a call back from Stepahnie [redacted] to date. However, when her husband booked the call he scheduled to have the heatpump and furnace mainteanance completed. He even discussed how often this should be done and I indicated once a year. However, we do not have an issue with providing this service a complimentary for the first year, which is what [redacted] was going to agree to once he received a call back from [redacted]. We still have her old filter here at the office and she is welcome to come and get it. Our address is [redacted].

Consumer

Response:

I do not want to get into a pissing match of sorts with Cougar, but there are inaccuracies with their response. I received a message from [redacted] on 12/16/13 at 12:21 pm, asking me to call him back on his cell phone. I called him back a few days later during my lunch break from my work phone. In the message I left him, I suggested that it may be easier for us to speak via e-mail, as I had just started a new job and generally would be unable to answer any calls from him during the work day. That message was the last communication between us, as I never heard back from him.

Review: Cougar installed an indirect fired water heater ("boiler mate"). I called a licensed plumber for an issue not related to the boiler mate, and the plumber noticed that a shutoff/drain valve was not installed on the indirect fired water heater. These type of water heaters do not have a drain valve in the tank like most regular water heaters so there is no way to drain the tank should a problem arise or if the tank needs replacement. The installation manual also shows a diagram with the valve. We are in the process of carpeting the basement and want this problem fixed before the install. I called Cougar Mechanical approximately 3 weeks ago and spoke with [redacted]. She said she would talk to a technician and call me back. I was never contacted. Yesterday I made another call and left a message. I was contacted today and reexplained the issue. They refused to make the repair and said I needed to call a plumber.Desired Settlement: I want a refund to cover the expense of hiring a plumber to make the repair.

Business

Response:

Our records indicate we installed a Weil McLain Boiler in 2007; however, I do not show records of installation of an Indirect fired water heater in April of 2009.

Is this complaint related to the boiler or the hot water tank?

Review: I have purchased new pool water heat pump with 10 year warranty for $9,888.44.

It stopped working after only 6 months. It took me 3 years to get service person to show up. He shut off the valves and never came back to fix it.

Apparently they used wrong materials on heat exchanger wich resulted in its failure. Further, delay in service caused leaks that flooded lower level and distroyed electric pool heater.

After another year and a half of trying to get help from Cougar Mechanical, I was able to finally talk to the owner and he assured me that this was not typical of his business and he would have it resolved. One more year or so passed and they never showed up to fix the equipment.Desired Settlement: I would like to have the equipment repaired or replaced with correctly spected parts, and warranty extended due to loss of 5 years of use.

Business

Response:

The last time we were out to Mr. [redacted] was on July 9, 2012. We have not heard back from him in over two years; therefore, we don't know of all the issues the customer is experiencing. The unit only has a ten year warranty on the compressor and five years on all other parts. The labor warranty is one year after installation, which expired on November 17, 2009. Therefore, the customer would be responsible for future calls on labor and all parts except for the compressor. However, we would be happy to provide a diagnostic of the system free to determine what is going on with the system. I feel that is where we need to start. Please have the customer contact us to schedule an appointment. Our telephone number is ###-####.

Thank you,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

As I stated previously, the heat pump worked only thrue spring following the installation. I could not get the business to come back and fix it. After aproximately 2 years finally I got somebody to show up. He said that there was internal leak and closed off the valves on the heat pump.

They have never showed up to fix the problem afterwards. They would not respond to my phone calls (I could only talk to receptionist). Finally two years ago I called and told them that I was interested in purchasing large heating units. I got the phone call from the owner very next day.

After I have expained the situation, he told me that those things do not happen in his business and asured me that he would have it resolved. I have not hear from him since and they have audacity to say that they did not hear from me in over two years? Who should contact here whom

to fix their mistake with wrong materials on heat exchanger. In addition, when the heat pump failed, it was under full warranty.

Attached are pictures showing the location of the leak that fladded my lower level of the house and damaged the electric pool heater and pool pump (which actually worked out well - otherwise all 40,000 galons would drain into my house). One of the pictures shows where I had to cut

pipes to completely disconnect their installation from my filtration system so I could at least keep the water from going bad.

The PDF attachment shows initial contract for $9,888.44; I was told by Ken that if I go with biggest unit I'd get full 10 years warranty. It also shows that heat exchangers have even longer warranty.

If they do not want to fix it they can give me a full refund and I will hire professional business to install the heater for me.

Regards,

Business

Response:

The only way we can evaluate the situation and determine what we agree to or do not agree to is to provide you with a free diagnostic. We need to start there since it's been two years. Please give us a call to setup this evaluation at ###-####.

Review: Cougar Mechanical came to repair my gas stove problem: the flame would die out after turning on the thermo switch. The first visit, "thermocouple needed to be replaced and he would order it". I sent with him one of my old ones so he would order the right one. The second visit, after attempting to install the new thermocouple, he acknowledged the wrong thermocouple had been ordered. The third visit, a correct thermocouple was installed, but the original problem still existed. The tech told me the ONLY possible solution left to resolve the problem was to install a gas valve for approximately $500-600. I had spoken with the office manager [redacted] with my concern of the techs lack of confidence and discontent with working on gas stoves, requesting a new tech, but she declined. Their bill: $293.49. Later, I had [redacted]s check my stove, did itemized checklist assessment, found bunches of bees under the burner, cleaned them out and adjusted the draft restrictor. Problem resolved in 50 minutes for $$114.14.Desired Settlement: Cougar Mechanical sent me a bill for $293.49. My request:

-Refund $35.00 restocking fee for gas valve that I did not order

-Refund $85.00 diagnostic fee (since incorrect diagnosis made and no obvious checklist for assessing the problem was performed or provided to me)

-Refund $75 for ordering the wrong thermocouple (when I had sent him one of my own to insure the accurate part was ordered)

TOTAL REFUND REQUESTED: $195.00

Business

Response:

We received this request from [redacted] and we declined this request because of the following: We have every reason to believe the fireplace needed this part installed. If we would had come out to install the valve and it didn't need to be replace, we would have not replaced the valve. Since you selected a different company to finish the work, the charges will remain because we completed the work. You were only billed for worked completed.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Dear Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.

On July 9, 2015, I called Cougar Mechanical to have them come and look at our heat pump. I was told by the woman who answered the phone, that they would be out in our area on Mon. and could come that afternoon. My husband had pictures of the schematics of our heat pump, a picture of the part thought to be causing the problem and the part number, so he dropped them off at Cougar Mechanical and told them what he thought was the problem. Chad from Cougar Mechanical showed up and tightened a nut on our heat pump and charged us $91.00, $85.00 for diagnostics and $6.00 to tighten the nut. Chad spent more time talking to my husband than he did tightening the nut and it still cost us $91.00. Ridiculous. They installed our heat pump in 2001 and at that time was impressed by them, but my opinion has changed because of this and they will Never work on it again nor get any referrals from us.

Five years ago I went through the process of picking out the right company for our home to install a new furnace and air conditioning system. We settled on Cougar and many thousands of dollars later we had our new system. We love the Carrier Infinity system. It's served our family and home greatly. This past summer our AC unit went out. I called Cougar to have a technician come out. They could not respond for 10 days. During that time period, I was able to determine the problem with the AC unit, bad capacitor. I called Cougar days in advance to let them know the code our system was advising with the problem. I even let them know the exact part number of the current bad capacitor. When the technician arrived on seen, he did not have the correct capacitor on his truck. He was able to get the system back up and running by wiring two capacitors together and using zip ties to hold them together and placed back inside the unit outside. He left the house after getting a check from my wife for over $260. The invoice said this amount was for diagnostic and repair with the capacitor that was supposed to be in the unit. Having done my research in advance and calling two wholesale parts stores in town, I knew the correct part, had they picked it up earlier, should only be about $35.
I called Cougar the following day and inquired if a technician would be coming back out with the correct capacitor so it did not look like someone had jerry rigged the unit back together. I was told by the very nice secretary that yes, someone would be back to fix the system correctly. After all I did spend over $10,000 for the unit five years earlier, I wanted it fixed to its original specs. I received a call back by the owner within a few days to advise they would not be back to fix the problem. She rudely said, "well does it work?" Which I said yes, but I want it back to its original specs so the next repair won't involve two capacitors. Her reply was"its adequate for today's standards". I didn't spend over $260 for an adequate fix. I expected more from Cougar, after all their web site states customer satisfaction is their top priority, well I guess not! I'm not exaggerating that she used the word adequate at least six times during this conversation. The conversation ended with me being very pissed off and her stating they would not be back to fix this. Well, within a few days she called back to say they would be ordering the right part and would come out to fix the problem.
In the interim I called several other HVAC company's to inquire about this adequate fix, which I learned would only cause more heart ache for the next technician. Knowing the right part was here in Spokane I expected a quick turnaround. Nope, 3 weeks later I had to call to inquire of the delay. The technician finally came out and corrected the previous repair job.
Moral of the story, if you want an "Adequate" HVAC unit, call Cougar Mechanical.

Cougar Mech has been servicing my HVAC for about 9 years. They didn't install it but they did install the zoning equipment and electronics. I have the furnace and A/C serviced annually and replace my filters every few months. There have only been a couple times that I needed some minor parts replaced or cleaned. I have never had a problem scheduling or dealing with any of the employees.

Cougar Mechanical - Spokane, WA. Our experience was very favorable. The service tech,[redacted] was very knowledgeable, and found the problem right away. The fee was reasonable for the time and work involved.

Review: I was talked into a larger heat pump than I needed in order to receive an rebate from Inland power. I was told by the salesman that I was preapproved for the rebate so I decided on a 14 Seer pump instead of the 13 that I wanted because of the price. With the rebate the cost would have been the same for either heat pump. The install was on May 5th and the inspection was performed on June 2nd by a Cougar inspector and a Inland power person. I was told the rebate would take about 6 weeks to receive. After this time I started to check with Inland Power and was told they couldn't find my paperwork. Forward 1 1/2 months to 3 Sept I'm told by an Inland rep, [redacted] that this was not eligible for a rebate. So now I've spent $1000. that I didn't need to since I was told that the 13 Seer was big enough for my home.

Business

Response:

Unfortunately we have no control of issuing rebates and this complaint probably should have been sent to Inland Power. We told the customer we would try; however, it was Inland Power's final decision.

Consumer

Response:

I realize that Inland Power has the final say so for their rebates, but why would the salesman tell that I was pre-approved when in factI was not. Like I stated before I wanted the smaller of the two units but in order to receive the rebate I would have to install the largerof the two which was a 14 Seer.With all this said, I spent $1000.00 more than I needed to. As for paperwork I never received any from the company or the workers evenafter asking for a copy. When the tech showed up to run the test on the system he wouldn't give me a copy of the test. He did sayeverything was ok.The only thing I have to prove this are the two copies of the cashier checks. One for the down payment and the other for final payment.If the salesman can deceive the buyer into something they don't need what else with this product are they lying about.As a senior citizen I could have used that $1000.00 some where else.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

Business

Response:

Attached is the contract which was emailed to [redacted] on 4/24/2015 providing both of his options we gave to add a heat pump. Let the record show that there was a $299 cost difference between the 2 options, not $1,000 that the customer is stating.

I can't recommend them. The job was completed late and the unit is not cooling the entire house as I was told it would. There was also damage done to an air purifier unit I own, without an offer from them to fix it or replace it. Once I find the replacement part I will send them the receipt, but I am very unhappy that I am expected to find the parts and fix the damage myself. Talking to the owners only makes me feel more taken advantage of

I had a similar experience detailed by Jon H. I bought a Carrier Infinity System in July of 2006 from this company which included installation of vents and air ducts. In august of that year complained air flow did not seem to be adequate and above the unit installed in crawl space the floors were cold. They did come out and checked it with a service fee of over $60.00 and did nothing to resolve the problem. In 2008 called to complain that the outside heat pump was making more noise than I've experienced with heat pumps at my other former residences. When they told me I had to pay a service call fee for them to even come out I called a competitor who came out stated the insulation above the crawl space was never replaced and the ducts below the home had section's missing on the initial install. The noise was related to the unit having to work harder than it needed to. Asked [redacted] to help with the fix by paying half of the 200.00 fix to replace the installation and seal up the ducts. Basically the response was not customer friendly at all - in fact downright rude. This last summer the Heat Pump completely failed. Called them and was told $85.00 bucks to even come out. Called [redacted] (a certified HFAC company) who came out the next day and stated the compressor had failed but it was still under warranty as Carrier had had a number of problems with it (10 year replacement on the part). Called [redacted] back and told them the compressor was bad per [redacted]. Very rudely by what I've since found out is a female co-owner that in no way would they accept a diagnosis by a competitor. OK, so I told them come out and tell me what is wrong! Guess what - Compressor bad. Charge 85.00 bucks + wrong tax (Spokane City instead of Spokane County). And then told had to pay an additional 1800 to have the compressor replace or 1800 to have the entire unit replaced plus they wanted the full MSRP for the unit (2500 more than Carrier would re-imburse). When I pointed out the carrier site stated 1/2 that amount in the warranty documentation online for parts and 1/2 the labor amount they wanted) I was called a liar by the same woman. Grrrr... Already screwed once in 2006 not about to let it happen again in 2015. Had [redacted] install a full unit replacement for the 1900 that carrier said they would pay for labor + the upgrade to a better system with a higher rating. [redacted] - you have really messed up! My family is one of the largest in Spokane with two of them very successful developers. The female co-owner should be regulated to other than customer calls. Her rudeness will cost you many thousands dollars in lost revenue in the future.

Review: We contacted Cougar Mechanical for routine maintenance on our air conditioner and heater. We were told we would need specially ordered filters for our heater, we would be contacted when they arrived to install them; that was 20 May 2013, we paid $431.54 and as of 16 June 2013 we have not received our filters. Additionally, due to the cooler temperatures this week we turned our heater on. The heater is now loud, sputters and sounds like we have motorcycles revving their engines in our home. My husband has called the company several times the past two weeks, asked for the owner to call him and no one is returning our calls.Desired Settlement: We would like a partial refund for the heater maintenance as it appears our air conditioner is working properly. We desire to use a different company to fix this error so that this situation does not turn into a health problem or do permanent damage to our existing heaters. We'd like to use a company who cares about their customer service enough to call us back.

Business

Response:

Cougar Mechanical was in touch with Mr. Maple last week to schedule for a technician to come out and review the situation. The customer was taking a test and declined the service and has not called to reschedule. The customer paid for the yearly maintenance of their HVAC equipment and the filters were not included in the price. However, we will be happy to get the customer his special filters. We will not pay for another company to fix the air conditioners; however, we will be happy to have our technician check out the situation. If the equipment malfunction is related to the service completed in May then there will be no charge. However, any parts that need to be replaced are not related to the yearly maintenance and will be the customer's financial responsibility for our flat rate for the repair.

Please let us know how the customer would like to proceed.

Thank you~

Business

Response:

As indicated in the first response, we would be happy to come and see what the issue is with the heater and if it's related to maintenance than there would be no charge. However, if it's not related to the maintenance than this would be a billable charge. We are not willing to provide a refund for the service of the furnace because we have not had the opportunity to evaluate the situation. We attempted to schedule an appointment with a return call; however, the service was declined and no return call was made to reschedule the appointment.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID 9585110, and find that this resolution is satisfactory to me at this time. Cougar Mechanical is scheduled to look at the furnace in question this afternoon.

Regards,

Tammie Maple

Cougar Mechanical was very quick getting to us when our thermostat went haywire this winter and heated the house to 85 degrees when it was set at 62 while we were gone. [redacted]serviced the furnace and determined an inexpensive part should to be ordered, but our thermostat was acting normal again while he was here. He told us to call if it happened again so they could come out when it was acting up so it would be easier to troubleshoot. Sure enough it acted up again one evening and we purchased a new wifi thermostat that we tried unsuccessfully to install ourselves. [redacted]helped us connect a wire to the new wifi thermostat when he returned with the new part. He was very polite, knowledgeable and helpful. We have been customers for many years and plan to continue our relationship for many more years.