Electronic Restoration of Northern New Jersey & Hudson Valley

Thank you for the opportunity to respond to this complaintERS provided restoration services for electronic and appliance items that were involved in a water claim loss at [redacted] s former residence [redacted] The initial invoice Issue of missing items The specific items identified by [redacted] in her complaint have never been in my possessionWe removed the items listed on the attached receipts from the insured residence and from one of her contractors’ warehouse where they had been moved by another partyThe receipts signed by [redacted] and the contractor’s representative show what items were removed from these two premisesThe items [redacted] alleges are in my possession are not on either of these signed receiptsShe is aware these items are at her contractor’s locationI have attached an email from the contractor stating they have the itemsIncorrect Invoice ERS was aware at the time that we needed to get these items in order to service them for [redacted] We had put them in our estimate so we could get them covered for her under her insuranceThe items were incorrectly moved from the estimate to the final invoiceWhen [redacted] pointed this out to me, I immediately refunded the amounts charged for service of these itemsDelivery/Setup of items Two large appliance items were not installed – the dishwasher and the microwave [redacted] had moved out of the home from which we had uninstalled the appliancesWhen we arrived with all her items the kitchen was not ready to have the items installedSpecifically the cabinets were not drilled so the connections could be madeERS of Northern New Jersey & Hudson Valley [redacted] My folks are not qualified to work on cabinetsSince this is out of items returned her statement that she did not receive the services is more than a bit disingenuousSome further context for youThe original invoice for my services was $4,I forgave $1,of to help [redacted] and to get some money for my servicesAs it turned out she was not covered by insurance and would have to pay out of her own pocketThe reason I did not further pursue getting the items in question was they were not covered so the insurance company told me not to do any more work [redacted] should ask her contractor that did the structure work to locate the items in their warehouseI have attached an email from Liz the office manager stating she has the itemsAny questions please don’t hesitate to contact meThanksSincerely, Tim M [redacted]

Thank you for the opportunity to respond to this complaint. ERS provided restoration services for 20 electronic and appliance items that were involved in a water claim loss at [redacted]s former residence [redacted] The initial invoice Issue of missing items The specific items...

identified by [redacted] in her complaint have never been in my possession. We removed the items listed on the attached receipts from the insured residence and from one of her contractors’ warehouse where they had been moved by another party. The receipts signed by [redacted] and the contractor’s representative show what items were removed from these two premises. The items [redacted] alleges are in my possession are not on either of these signed receipts. She is aware these items are at her contractor’s location. I have attached an email from the contractor stating they have the items. Incorrect Invoice ERS was aware at the time that we needed to get these items in order to service them for [redacted]. We had put them in our estimate so we could get them covered for her under her insurance. The items were incorrectly moved from the estimate to the final invoice. When [redacted] pointed this out to me, I immediately refunded the amounts charged for service of these items. Delivery/Setup of items Two large appliance items were not installed – the dishwasher and the microwave. [redacted] had moved out of the home from which we had uninstalled the appliances. When we arrived with all her items the kitchen was not ready to have the items installed. Specifically the cabinets were not drilled so the connections could be made. ERS of Northern New Jersey & Hudson Valley [redacted] My folks are not qualified to work on cabinets. Since this is 2 out of 20 items returned her statement that she did not receive the services is more than a bit disingenuous. Some further context for you. The original invoice for my services was $4,746.50. I forgave $1,200 of to help [redacted] and to get some money for my services. As it turned out she was not covered by insurance and would have to pay out of her own pocket. The reason I did not further pursue getting the items in question was they were not covered so the insurance company told me not to do any more work. [redacted] should ask her contractor that did the structure work to locate the items in their warehouse. I have attached an email from Liz the office manager stating she has the items. Any questions please don’t hesitate to contact me. Thanks. Sincerely, Tim M[redacted]

Complaint: [redacted]
I am rejecting this response because:some items were pickup at my house in my presence and some where picked up by ERS from [redacted] per Liz at the at [redacted] when I spoke with her back in2/16.  The invoice emailed to me by ERS was generated by ERS- why would the items be listed on their invoiced as being serviced by ERS if the had no possession of the items. I was billed for servicing the items.  It seems strange that a reputable company would charge for servicing items that were not in their possession.  There was no mention from ERS confidently chargede for servicing the items until I manually checked the items returned and noted them missing.  Not only did ERS charge me for servicing items they claim the do not have in their possession they failed to perform , setup and on site testing clearly listed on their invoice.  It seems to me that ERS does not stand by anything listed on their invoice but the monetary compensation they billed for.  [redacted]   
Regards,
[redacted]