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Let me first address the issue of not "hiring" us. Thumbtack indicated that you "hired us" on February 18 and posted your review on the same day, February 18, with no "Review Text", just the two-star rating, leading me to believe we actually had not done any work for you. The lead information provided by Tumbtack was incomplete, no address, no phone number, no job details, etc. so I had no way to correlate your review and the work that was done weeks ago. I apologize but based on the information provided I didn’t think you were really a customer. Next, I'll address the price being different from the quote. Because your lead information was incomplete, we posted a standard "starting at bid" and asked you to call us so we could discuss your project in detail. We believe in upfront pricing and have hundreds of online reviews frequently thanking us for charging less than originally quoted. But this Thumbtack "standard response" is given to someone with 10 vents or 40 vents. It’s a starting point, so the customer will call and discuss the project. It's simply not possible to give an accurate quote when we don’t know if it’s a manufactured home, condo, single family home, ducts in the floor, ceiling etc. Our computer system shows the initial telephone quote was created by Ben and agreed to by you, BEFORE any work was performed. Regarding the smell. We offer two odor removal treatments, neither of which are designed to remove urine smell. The first is an EPA registered product called EnviroCON that kills bacteria, mold, and other common odor-causing micro-organisms. The second is Smoke Odor Kill and it's designed to remove odors after a fire, but it works quite well on tobacco and marijuana smoking odors too. Your issue however was urine inside your ducts. EnviroCON is not a masking agent, it simply kills the germs, bacteria, and mold that can cause odors. I wasn't there, but our normal course of action on urine in the ducts is to recommend replacement of the ducts. We have several HVAC installation companies we work with and recommend. I'm not sure how the miscommunications took place, but I know that with urine issues 95% of the time we recommend replacement of the ducts. I know that some customers request that we try cleaning first, as duct replacement is much more expensive. According to our system notes, Devin removed used condoms, shirts and all kinds of items from the ductwork that clearly don't belong inside the air ducts. We took photos of the alien objects and it looks like you requested copies of them by email, so I won't post them here. As for Ben not returning your call, I'll take the blame for that. I'm Ken and Ben has had a number of emergencies that have taken him out of the office since January. He's a primary caregiver for his wife's grandparents and has needed to be gone most of this week as well. No need to go into details but he’s been gone sometimes for days at a time and I was supposed to be covering for him. I sincerely apologize that I didn't know you were expecting a callback. If replacement is not an option, we do have odor absorbing products including, activated carbon and others that we could try, but according to Air Duct Cleaning standards, you just can't remove concentrated urine odors. Hot soapy water and bleach simply aren’t compatible with air ducts. NOTE: we change our $200 Stage 3 HEPA filter regularly and we replace our Stage 1 & 2 HEPA filters daily. Our Stage 3 filter was only a few days old and had to be replaced after doing your job because it became infused with a concentrated urine smell. I'm sorry any lack of communications on our part. I’m also sorry that we weren't able to fix your problem, but clearly, the issue with your ducts is not typical. Most homes ducts never become contaminated with urine, used condoms, etc.! As for warning others to be careful before hiring us; we've been in business since 1991 and have over a thousand 4 and 5-star reviews. Providing excellent customer service is very important to us. We would be happy to refer you to a couple of HVAC companies that can replace your ducts. Additionally, if you would like to try the odor absorbing materials to see if they help, please give us a call. The Roxy Odor Neutralizer absorbs odors naturally and lasts for years. You place it in the ducts (normally for a month or more, but you can try leaving it for just a few days) and then it's "recharged" by placing it in the Sun. I'm not promising that it will work on strong urine odor, but your welcome to try. I would recommend placing 4 of them in the urine contaminated duct. They normally sell for $9.99 each, but I will provide them for you FREE of Charge. Again, Roxy is a natural alumino-silicate earth mineral that naturally absorbs odors. Once the rocks are “full” of odor, simply remove the packages from the duct and place them in the sun to “release” the absorbed odors. They can be used repeatedly for years. They really work, but I’m not sure how effective they would be on stale urine smell. I can be reached at 916-462-2425 ext. 100 my name is Ken