Twelve Points Air Duct Cleaning

I had selected Twelve Points based on what appeared to be straight forward pricing and their availability. In their original message, they had quotes the Bronze Level pricing, which included a base rate and pricing for additional vents. Based on this, I thought I had an understanding of what the pricing would be and that there were would be no other surprises. I had requested their availability and was asked no other questions, so our appointment was confirmed.

Upon arriving to the home, Rupert had advised that based on the furnace, the pricing would then be doubled. While I understand the logic based on the conditions, this should have been vetted in the original messaging before booking the appointment. In fact, other vendors did vet this in their Service Request correspondence, and I had selected Twelve Points based on the pricing model that I was provided. As I had I was working on a tight timeline, the fact that they had already made the trip out, and would not be able to book any other jobs for that day, we agreed upon a slightly lowered price than double, however, this was still significantly higher than other vendors who had quoted the jobs correctly.

In general, I thought I was satisfied with his service, as he continued to tout what I perceived to be basic services, such as clearing debris, that he said he provided that other companies do not. I should have requested photos inside the vents, as other companies often provide upon job completion, as nearly a month later, I was experiencing issues with my furnace unable to reach temperature at night, leaving it freezing within the house. Upon inspection, I realized that the furnace filters were filthy as there were not changed, so airflow was restricted, causing a drop in temperature. Others had mentioned that most duct cleaning companies will replace the filter at time of cleaning. A MERV 8 filter costs $3-4 from the Big Box Hardware stores, so it's not unreasonable to include them, especially at a job of this price.

I can get over the price increase onsite, as I mentioned, while unhappy with it, we ultimately agreed on a price. However, having my furnace become unusable by not including something as basic as a $4 filter, it was another disappointing realization where they had just not my expectations.