Electronic Restoration Services, Inc.

The attached form details the replacement to restoration cost analysis. This form shows that we saved the insurance company almost 60% which is the total savings we advocate in our literature and communications with the insurance companies. I spoke to the insurance adjuster and she said we have bent...

over backwords for the homeowner. Please also note that we normally make refunds to the insurance carrier but since the homeowner has exceeded their policy limits, they are looking to ERS for a stipend. Mrs. [redacted] specifically indicated we owed $4000 which is ridiculous.The homeowner claims the following:* there were additional missing and broken items - response: our delivery report, which the homeowner signed off on, did not identify any missing or broken items.* items that were significantly overcharged - response: the attached report summarizes the replacement value to restoration cost. As you can see, some items are more time consuming to restore though 95%+ of the items were restored below replacement value. Overall, the insurance company saved almost 60%. Our agreement with the insurance carriers is that there will be a overall significant savings. We don't guarantee the restoration to replacement cost savings for every individual item. Some items are more sooted and more difficult to restore than others.* we were overcharged for the re-delivery - response: our analysis indicated that when considering rush, pick up and delivery trips, we lost $87. I'll be happy to share that analysis which I did with the homeowner.* We have tried repeatedly to work this out with the owner [redacted]. However, he has been very difficult, threatening us with lawyers, etc. - We have spent an enormous amount of time with this homeowner (as have other contractors we found out). Response: Last time I spoke to the homeowner, I suggested we were at an impasse and maybe we should let our attorneys handle the discussion going forward. This was certainly not a threat but only a suggestion. I refuse to meet their demand of $4000.* our dryer--which is under ERS warranty--has water in it after running a complete cycle - Response: dryers are not hooked up to water so it's not possible there was a leak. There could have been liquid build up from the washing machine in the cycle.In summary - we were hired by the insurance company to restore the electronics, which we did. Our processes are ISO compliant which means we use best practices for our electronics restoration processes. Many times homeowners would prefer replacement over restoration but our obligation is to restore to pre-peril condition, which we did.