Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an invoice from the company for 2 technicians for 6 hours each. The 2 technicians showed up on 02/26/24 at 9:39am, one spoke English and just observed while the other didn't speak any English, he started working on the basement at 10:00am and was done by 10:16am. Both technicians packed up the truck and left at 10:36am. I emailed the company twice for clarification since I was being charged for 6 hours, no response. I called on 03/01/24 and was told that the invoice was correct, 1 hour of work, 2 hours commute time multiplied by 2 technicians, that would bring us to 6 hours total. I emailed the company again requesting that they review my invoice since I was being charged for 12 hours.
  2 techs x 6 hours = 12 hours total @ $110 = $1,320 (Invoice)
  I was also charged a vehicle charge for 2 hours of $290.00.
  Nobody explained why I'm being charged for the commute time on top of the vehicle charge or why I was being charged for 12 hours. Instead they sent me an invoice and requested the remaining balance be paid asap.

  Business Response

  Date: 04/08/2024

  Hi,

  My name is Joseph Ercolano, I am the 2nd generation owner of Ercolano Cleaning & Restoration.  Since this complaint was brought to my attention a couple weeks ago (3/26/2024 or so).  I have personally tried to reach out to the client with a couple voice mails and no response as of yet.  Our office did discount her invoice as of 3/7/2024 and it does seem her complaint was filed on 3/1/2024.  We were NOT AWARE of the complaint at the time of invoice changes on 3/7/2024. 

  Ercolano prides itself  helping as many property owners as possible especially during what we call CAT events.  Heavy rains when we receive over 200 calls in a 24hr [period of flooded basements.  In this case we try to help as many as we can get there water out and dry the structure to prevent mold.

  In this case like always without insurance coverage we supply a upfront estimate to do the job. This is attached.  Once the job was completed weeks later the invoice was sent and the homeowner asked for a line item invoice.  We do not change our invoice or writing of estimate once a contract is signed but she said it would really help her as ********** is paying her back (not sure why ********** would be involved) So we put it in the invoice format she attached in her complaint.  Once we sent that she had issues with the time spend on the job site and travel charges?

  The estimate was given upfront and contract signed, we tried to help this homeowner as we always do and always will.  Customer satisfaction is our main priority as well as helping property owners during terrible events. 

   

  I believe this compainet is addressed, If not the homeowner can reach out to me directly. ********** Joe

   

  Thank you,

  Joe Ercolano

• Initial Complaint

  Date:10/10/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a fire in my house. Ercolono was supposed to do restoration. Found out the company had no license to work in Massachusetts but he took the money from money mortgage company now I'm homeless. Have no money for repair

  Business Response

  Date: 10/29/2023

  Dear BBB,

  Mr ******* Hired us to perform emergency mitigation (cleanup &drying of structure) after a fire which we have been paid in full for.  He also Hired us to store and clean his contents inside the home (we have not been paid for this) our office and myself have been reaching out to your cellphone for past three months as we still have your contents in our facility being stored.  I also got your email on Oct 4th asking for help.  I sent 2 mails back and also called your cell phone 4 times no answer. (email correspondence attached).  I the owner Joseph Ercolano got involved in this project after mitigation was completed.  Mr. ******* hired a public adjuster, and my office notified me the public adjuster was sending wrong and untrue documentation to his Morgage company basically trying to get the Morgage company to send the money from insurance company to him and not us.  This is when I personally reached out to Mr. ******* and let him know we were going to have to file alien on his home to insure the mortgage company sent us the funds that was settled with Mr. ********* insurance company.  I explained the public adjuster being fishy and Mr. ******* explained the public adjuster's contractor said there was not enough money, and he was going to take out a loan to finish the repairs.  I knew the estimate provided by Mr. ********* insurance companies and I explained to him there was no reason to take out a loan as we can do the repair job for him with no problem with the monies paid by insurance.  Mr. ******* said, " I will get estimates and call you if he has any questions.  Mr. ******* is a great man and he trusted in the wrong public adjuster and contractor.

  I hope Mr. ******* did not give a dollar to that contractor because if he didn't, he will be fine in putting his home back together.

  As for the improper licensing and certification, Mr. ******* and his public adjuster filed a claim against Ercolano business insurance for improper licensing.  Ercolano insurance spoke to Mr. ********* insurance, and this claim was quickly denied.  All permits were sent to MR ********* public adjuster.  

  Mr. ******* you know I was always here to help you!  I warned you against your public adjuster and his contractor.  The truth is we have been in business for 40 years and do thousands of claims a year and have never ever had this problem and then 2 jobs with this public adjuster and same contractor this same thing happens to Mr. ******* and another customer in ***********.  Luckily their other customer fires the public adjuster and went with us to finish the repairs.

  We want to get Mr. ******* his contents and I would love to talk to him to see if there is a way, we can help him with this situation.

   

  Thank you,

  Joe Ercolano