Cougar Mechanical

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.

I had another company out to my home to fix my furnace. The other company told me I needed a new unit, there was nothing they could do to fix this one. I had Cougar Mechanical out for a second opinion and they had my furnace running by the time they left my house. :)
The technician was very knowledgeable and courteous. The office staff was very friendly. I will definitely recommend Cougar Mechanical.

I’ve let them know that I am not satisfied with the work that was done. My job was completed late and there was damage to my air purifier unit. No offer to repair or replace the unit. It’s up to me to find parts and fix it then send them the receipt. I feel they over promised and under delivered. I would not recommend.