CPR Restoration and Cleaning Service, Incorporated

Dear *** ***,First let me apologize for the delay you experienced in resolving this issue, and for the inconveniences you have outlined in your complaintI have prepared the attached settlement release based on your proposed resolution for the full compensation of $(Eight Hundred
and Fifteen Dollars)Upon receipt of the signed release we will forward payment within one weekFor the fastest processing, I would suggest emailing the signed document to my attention at ***@cprrestoration.com or sending it to the below noted fax numberOnce received I will confirm and provide check processing dateIf the mailing address differs from what is noted on the settlement release, please advise and we will update our records.
If you have any additional questions or concerns please feel free to contact me directly
Regards,
Debbie M***
CPR Restoration
Phone ###-###-####
Fax ###-###-####

Good afternoon-Please feel free to call our Legal Department Peter F* (###-###-####), and they will be able to provide copies of your signed Certificate of Satisfaction and answer any other questions that you may haveThank you so much!

It was a pleasure speaking with you! Thank you for sending over the complaint. Over the past several weeks we have reached out to *** *** both via email and by phone, and received her complaint a couple of days ago on 11/29/After investigating this further with our Regional
Manager and Supervisors and obtaining additional information, we discovered that ***’s mother (not *** herself) is the tenant at this propertyWe have a statement from *** ***’s mother that she was present the entire time that CPR Restoration was in her property doing work and nothing was damaged by anyone working for CPR Restoration. Please let me know what else is needed in order to resolve this dispute. Hope to hear from you soon! All the best, Jenny L***Human ResourcesCPR Restoration & Cleaning Services

my parents house burned down on christmas in new yorkworst experience ever, especially with the company CPRThey came in and removed things and damaged other property as well, property that was not even damaged and salvageableThe best part was how THEY URINATED AND DEFACATED in our toilets and damaged themwhen we came to see the progress of everything at the home, we found the toilets to be unflushable filled with their wastedisgusting and unacceptableI have pictures and everything, that I wish I could postDO NOT EVER UTILIZE THEMAfter this ordeal is over, I will definitely seek further counsel

[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]
Complaint: ***
I am rejecting this response because:
I have contacted my insurance adjuster and *** *** will not pay the bill The authorization work order was for the removal of the carpet There are charges on my bill for services that were not rendered For example, CPR did not extract any water from the carpet but charged me $ CPR did not vacuum the carpet but charged me $ CPR charged me one hour for a technician but charged me hours for cleaning & remediation supervisory in the amount of $ Why do I have to pay for a supervisor to watch the technician work and why am I being charged for hours and not hourAlso my condo association called CPR so why do I have to pay an emergency service call fee of $ when I made an appointment two days in advance.There are other problems that I have with the bill but the above are the most important I have attached a email conversation with CPR the display there unwillingness to work with the customers They have threaten to sue me and put a lien on my condo because I believe the bill is inaccurateI am more than happy to pay for services rendered If the bill was presented to me before the work was done, I would have never approved the removal of my carpet Paying $to remove a carpet seems a little exorbitantI have also attached an email cancelling my appointment with CPR but they still showed upI just want to pay a fair price for the services rendered.
Regards,
*** ***

This complaint has been prompted by the legal action taken against [redacted] due to collections issues. The issue is already being addressed by our attorney at [redacted].  Please remove this complainn from our account since the matter is already a legal issue. Regards,Debbie...

M[redacted]

[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 as Answered] I am rejecting the business response because it is false! They never spoke to my mom and there is no way they got a statement from my mother saying so. Yes, my mother is the leasehold er of the property but I reside with her and the items broken are mine! The company is lying and if they spoke to my mom, why are they unable to tell me my mother's name?! It does not matter who is the tenant of the apartment, what matters is that their company broke my items inside the apartment when they came to do work and they are liable!!!!
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

This complaint appears to be a legal issue. The client has obtained an attorney to address her allegations and has a significant balance remaining on her account. We have attempted to make resolution, but at this point await attorneys response to address both issues; claimants allegations of damage...

and supporting documents for their value, and our outstanding balance.

While
we have repeatedly expressed our sympathy’s for the damages discovered to [redacted]’s,
ceramics we do dispute our responsibility. CPR Restoration was contacted to
provide cleaning of the storage units, by the owner of the facility. Mrs.
Ellmer herself is not among CPR’s...

clients.
When
initially contacted for the claimed damages an inspection was arranged to
review the goods claimed. At that time, we arrived at the storage facility, and
were asked to inspect the contents of the boxes we had to repackage after the
original fire/smoke loss. While services were provided to the storage units as
indicated, a small portion of the boxes stored in [redacted]’s unit were found
to have sustained damages from the fire and/or fire suppression, which required
repacking. At the time of inspection each of these boxes were opened, and no
damages were found to the contents of these goods. From outside of the unit
itself, goods were brought by [redacted] and family to the facility from
offsite. It was then explained that the goods in question were from plastic
storage containers previously packed by (presumably by the [redacted]), that had
not been repacked, or even opened by CPR Restoration. These goods were
transported from the storage facility, to [redacted]s home and at that time
the damages were discovered.
[redacted] valued these goods at $2000.00 and demanded nothing less than this value
as compensation for the damages to goods we were not responsible for packing,
and whose damages were not discovered until after handling by another party.  The condition of the contents of these
packages was entirely unknown at the time of our services, was not altered by
our services, and was moved under the control of another party.  Under the circumstances, we cannot assume
responsibility for the claimed damages.Regards,Debbie M[redacted]

CPR Restoration would not be deterred or alter our service plan based on a city project (we quite often work directly for city/township and public divisions), and our website does not include information about free estimates of any kind (www.cprrestoration.com). Estimates that require site...

inspection and/or contaminant evaluation (such as a sewage or mold loss), are provided at a great expense to our company, and often accompany a fee. In the event we are contracted for the services, we customarily reduce our invoice by the value of the estimate cost. The estimate value was initially provided verbally, with the written estimate provided on 3/25 (enclosed for reference), and no 24 hour commitment was provided.Another receipt for the estimate services will be forwarded for [redacted] records. Since a free estimate was not offered by us, we cannot provide a refund for these services rendered. Regards,Debbie M[redacted]

[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]
 Complaint: [redacted]
I am rejecting this response because: Payment was made by my insurance company based on services rendered. The estimated bill was adjusted because it contained erroneous charges. All of those charges were deducted from the initial bill except for the protection of contents claim estimating $50.70. I requesting pictures from the company of their claim, but under no circumstance did their claim hold true. There was no evidence that plastic was used to cover the contents in the basement. I called the company again and spoke with **. [redacted] who informed me that she had no other pictures of proof. I find that the picture above is inconclusive of the claim that the contents in question were covered with plastic. Especially since everything in plastic bags seen in the picture were already packed in plastic bags before the incident.Regards,[redacted]

[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] Complaint: [redacted]I am rejecting this response because:  I do not accept their response.  They did not open any of the containers only boxes but they still had to move the containers out of the storage unit in order to clean it.  In doing so they were careless when moving the containers so it is CPR's responsibility.  We had nothing to do with moving everything out of the storage unit.  Therefore I will lower my price and I still want at least $500.00 for the damages that were made.  Again we were not the ones who moved the containers. Regards,[redacted]

Our offices were just informed of this matter today after a call was received from [redacted]. She has indicated that she's reached out to the Opertaions Manager (not the owner) John F[redacted] prior to this, and she has since been in contact with him to review her concerns and...

resolution. The services described were initially provided in January, and upon completion of each, a Certificate of Satisfaction was signed by [redacted]. These services included not just cleaning, but remediation services  (including equipment rental). While many of the concerns are items that needed to be addressed closer to the date of services, as a matter of customer satisfaction we have arranged to have technicians return to address cleaning of the ducts.For your reference, I have included two Certificates of Satisfaction for the services provided.

Good afternoon-We were called and authorized to do the work at [redacted]'s residence. We have on file a Work Authorization and and Certificate of Completion both signed by the homeowner. Letters were sent out to homeowner on 03/27/2017, 04/03/2017, 04/17/2017 and 04/24/2017. In addition to...

communication via letters, phone calls were made to the homeowner on 03/23/2017 and 04/10/2017 with no response by the homeowner in any manner. Please let me know if copies of signed documents are needed. File has been sent to our Legal Department for collection ([redacted].Please let me know if there are any further questions. Thank you!

The services, and billing arrangements for this have been preformed at the written authorization and satisfaction of [redacted]. As agreed, the invoice for these service would be paid by his insurance carrier (who did receive the invoice prior to [redacted] as is customary). Enclosed is a copy of...

the Work Authorization, including the authorization for direct billing to the insurance carrier that [redacted] provided, as well as the Certificate of Satisfaction. Additionally I have included a copy of the correspondence between our internal Account Manager, and [redacted]'s Claims Adjuster confirming that payment has been approved for this work. As part of our normal course of business, CPR has negotiated the invoice for our services with the carrier, and submitted an original estimate of $1115.98, and we have each agreed to a value of $1017.84 for this work.I believe this is a simple misunderstanding as to the process for insurance claims. We have provided service for multiple occupants in this building, as well as the building owners themselves, each with varying degrees of coverage. While we have tried to explain the complexities of such billing, there are many parties involved and it is relatively easy to become confused or concerned about the risk of out of pocket expenses. The  enclosed should support that our work was done as authorized, to a satisfactory degree, and in a manner that complies with the authorized billing parties requirements. Debbie M[redacted]

This complaint has been prompted by the legal action taken against [redacted] due to collections issues. The issue is already being addressed by our attorney at [redacted] [redacted].  
Please remove this complainn from our account since the matter is already a legal...

issue. 
Regards,
Debbie M[redacted]

[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]
 Complaint: [redacted]
I am rejecting this response because: I signed the release trusting that this company actually did the work they said they did it is unfortunate these days that no one can be trusted. It was 18 days before I actually moved back into my home finding a lot of things missed by CPR cleaning. I called and text message  John F[redacted] Operations Manager about the complaint and he completely avoided me. So I called CPR and spoke w Gene yesterday and he has handled the problem. This could of been resolved by Mr. F[redacted] and the complaint could of been avoided.  A professional business approach would of been to call me and  get the issue resolved. My complaint is to make sure this company does not get away with doing this to someone else. Gene at CPR is having the cleaning company come back out to re clean the duck work. Michele the cleaning manager for CPR on the job should of done a walk threw to make sure nothing was missed but honestly they were only here from 9:30 AM to 2 PM which was really not enough time to clean the whole house properly. I feel I have been totally  taking advantage of. I will accept the apology from CPR as long as the [redacted] company comes back out and re cleans the duck work I signed the release form because I had great faith in Mr. F[redacted] at the time and trusted his people would do a great job. The job was somewhat performed and a certain person not sure of her name was very good at the areas she cleaned. It is very upsetting to feel like nobody wants to do the job and do it right yet they got paid top dollar to do it.
Regards,
[redacted]

While
we have repeatedly expressed our...

sympathy’s for the damages discovered to [redacted]’s,
ceramics we do dispute our responsibility. CPR Restoration was contacted to
provide cleaning of the storage units, by the owner of the facility. Mrs.
Ellmer herself is not among CPR’s clients.
When
initially contacted for the claimed damages an inspection was arranged to
review the goods claimed. At that time, we arrived at the storage facility, and
were asked to inspect the contents of the boxes we had to repackage after the
original fire/smoke loss. While services were provided to the storage units as
indicated, a small portion of the boxes stored in [redacted]’s unit were found
to have sustained damages from the fire and/or fire suppression, which required
repacking. At the time of inspection each of these boxes were opened, and no
damages were found to the contents of these goods. From outside of the unit
itself, goods were brought by [redacted] and family to the facility from
offsite. It was then explained that the goods in question were from plastic
storage containers previously packed by (presumably by the [redacted]), that had
not been repacked, or even opened by CPR Restoration. These goods were
transported from the storage facility, to [redacted]s home and at that time
the damages were discovered.
[redacted] valued these goods at $2000.00 and demanded nothing less than this value
as compensation for the damages to goods we were not responsible for packing,
and whose damages were not discovered until after handling by another party.  The condition of the contents of these
packages was entirely unknown at the time of our services, was not altered by
our services, and was moved under the control of another party.  Under the circumstances, we cannot assume
responsibility for the claimed damages.
Regards,
Debbie M[redacted]

Review: CPR was contracted to perform flood abatement work on my Mother's [redacted]) house at [redacted] after Hurricane Sandy. During the work in November a water pipe for the baseboard heating in the living room was damaged causing further water damage although CPR did not contact us about this. When the damage was discovered, a plumber replaced the pipe at a cost of $400. Over the last 3 months I have been in contact with CPR at least a dozen times by phone and email. They agreed 6 weeks ago to cover the cost of the plumbing repair, but have yet to do so despite 4 more phone calls on my part and at least 3 promises of immediate payment on their part. I have been handling this issue for my mother who is 85 years old and has poor hearing and congestive heart failure. I have sent the plumbing bill to CPR on 2 occasionsDesired Settlement: please pay [redacted] $400 for the plumbing repair.

Business

Response:

This issue has been resolved. Upon receipt of the agreed release, payment was issued for the requested $400.00. This payment (check number #[redacted]) was mailed on March 15th, 2013.

Review: I hired CPR for water damage restoration. While doing the water damage repair, CPR had to remove my gas range and placed it back in position, when doing so damaged the legs to my range. Mr. Steve M[redacted], the supervisor on the job at the time, and I and spoke on the phone about this, and Mr. M[redacted] advised that since their company was so far away, that his boss (Dave S[redacted]) recommended that it would make sense to have an appliance repair person fix the problem and then send CRP the bill, at which time they would reimburse me. Mr. M[redacted] took full responsibility that the damage to the range was due to the neglect of the CRP employees.

Since Mr. M[redacted] was scheduled to come back for additional work, I thought that it may be cheaper just to order the legs online and have them put in when Mr. M[redacted] came back to complete the job. ( Just tried to make it easier for everyone involved) However, when Mr. M[redacted] tried to replace the range legs, it could not be done. He said that he was afraid that it would further damage the range. Therefore, I called an appliance repair company ([redacted] Appliance) to fix the legs. They advised me that the metal was damaged beyond repair and that the legs could not be installed.

I have receipts for the purchase of the range legs, along with copies of the invoice for the service call in this regard. Also, when CPR workers moved and put my dryer back in place, they crushed the venting, so while the repair guy was there for the range, I had him fix the venting in avoid having a fire hazard with the damaged venting connected to my dryer.

I have photos that I took of the damaged legs of the range, and the crushed dryer venting, along with an invoice from [redacted] Appliance for $121.60 which I have paid. The cost of the legs to the range is an additional $42.56 out of pocket.

It is noted on the receipt from the appliance service rep that the range metal cannot be repaired.

I sent all receipts via mail and electronic mail to CRP on January 15, 2014, I never heard anything from them. I called them, no call back, I asked that my contact, Dan W[redacted] of [redacted] NJ, who recommended CRP, speak with them and get this rectified...still no response. I emailed them again in June, and have yet to hear any sort of response from CPR. Mr. W[redacted] did advise that he would forward my email along to CPR personally as he thought that this situation had already been rectified, and still I have heard nothing from CRP.

I have copies of all correspondence, emails, receipts and contracts if you would require copies of any of these documents, please advise.

CRP was paid thousands of dollars for the work that they did at my home. I am shocked at the way this situation has been handled.Desired Settlement: I have put $165.00 out of my pocket in an effort to fix the stove, along with the venting behind my dryer. CPR’s guys have damaged the stove beyond repair. My daughter is a baking and pastry arts student, and I cannot have a stove that is not level, as that leads to cakes and pastries that are not level. There is also a concern that the wobbling range will, over time, loosen the gas line, creating a fire/explosion hazard. This is completely unacceptable. I am seeking not only reimbursement of the $165 out of pocket expense but also expect to be reimbursed the cost of a new gas range. I have priced similar models at an area Home Depot and believe a fair price for a new gas range comparable to mine falls somewhere between their most basic model ($400) and their more well-equipped model ($900), so $650. Fair compensation for this bungled job by CPR is $815. I am not asking for installation charges or even the new gas line and accessories which will need to accompany that installation, as I do not want to enter into a protracted negotiation with CPR. I just want CPR to make me whole, and to do so, that number is $815.

Business

Response:

Dear [redacted],First let me apologize for the delay you experienced in resolving this issue, and for the inconveniences you have outlined in your complaint. I have prepared the attached settlement release based on your proposed resolution for the full compensation of $815.00 (Eight Hundred and Fifteen Dollars). Upon receipt of the signed release we will forward payment within one week. For the fastest processing, I would suggest emailing the signed document to my attention at [redacted]@cprrestoration.com or sending it to the below noted fax number. Once received I will confirm and provide check processing date. If the mailing address differs from what is noted on the settlement release, please advise and we will update our records.