Nu-Era Services FAQ - Expert Solutions

How Do I Get My Personal Property Back?

You must make an appointment to retrieve your personal property. You can do so by clicking here You MUST bring a valid ID with you to retrieve your vehicle and possessions. ***WALK IN WILL NOT BE SEEN***

Why Are You Touching My Personal Property?

Pursuant to New York State statute 425, we are legally obligated to complete an accurate inventory of such personal effects or property and secure such property for up to 30 days.

Why Do I Have to Pay to Get MY Personal Property Back?

Please understand that there is a hard cost for us to inventory, and store your personal property while it is in our possession.

I Paid My Finance Company, and a Release Has Been Sent to You. Why Do I Have to Wait to Get My Vehicle Back?

Please understand that we have a contractual obligation to your finance company to process your vehicle post-repossession thoroughly. This is not limited to a Vehicle condition report, inventory of all personal belongings in the vehicle, pictures, inventory list of personal property, and a vid inspection. Furthermore, your vehicle is very likely to be blocked in by other vehicles.

We require at least a 24-hour notice to be able to properly process the vehicle and pull the vehicle to make it accessible for redemption.

My Vehicle Just Got Repossessed, What Do I Do Now?

If you are trying to redeem your vehicle, you will have to get in contact with your finance company and make arrangements with them. Your client decides whether you get your vehicle back or how long it stays on our lot.

If you are only trying to retrieve your personal property, please go to www.nueraservices.com and click on the "make an appointment” tab.

Why Are Your Business Hours Listed as Monday Through Friday From 8:00 – 4:00, but I Can Only Make an Appointment From 9:00 – 3:00?

We start and stop our appointment times an hour before to ensure we have enough time in the day to handle all our paperwork. We understand it can be a huge inconvenience to people, but it is necessary for us.

Why Didn’t You Notify Me Before You Picked Up My Car or Knock on My Door at the Time of Repossession?

Please understand that collateral recovery can be very dangerous to the Recovery Agent performing the repossession. All of our Agents are trained to avoid any contact while performing their duties to ensure their safety.

Why Can’t I Take the Property Out of the Car Myself?

While that would save us a lot of time and money, unfortunately, it is not possible. Aside from the liability of allowing people on our lot, we are under the state to make an inventory of the belongings and store them for 30 days.

How Did You Open My Car Without a Key?

As a Professional Recovery Agency, we use lockout tools that allow us to gain access to your vehicle.

How Do You Dispose of Important Documents Such as Birth Certificates and Social Security Cards?

As part of our inventory process, we put all documents that contain Non-Public Information (NPI) in a separate bag with the rest of your stored property. If the property is not redeemed after the 30 days, we use a third-party shredding company to come and destroy all the NPI property or any sensitive information.

I Have Aftermarket Products, Such as Wheels, on My Vehicle. Can I Retrieve Them?

If your aftermarket product is attached to the vehicle, it stays on the vehicle. NES will not inventory anything that is permanently attached to the vehicle.

Where Are You Storing My Personal Property? Is It Secure?

All personal property is stored in a secure area that is always locked and monitored with security cameras. Only management has access to the room.

How Many Days Does My Vehicle Stay on Your Lot?

NES does not control how long a vehicle stays on our lot. Your finance company determines when the vehicle will leave our lot.

Can You Mail Me My Personal Property?

NES does not mail personal property. Your property will have to be picked up at our location with a valid ID. You must make an appointment to personal property. You can do so by clicking here ***WALK IN WILL NOT BE SEEN***

Can You Deliver My Car Back to Me?

NES does not deliver vehicles back to customers. All redemption needs to be done at our facility. You must make an appointment. You can do so by clicking here ***WALK IN WILL NOT BE SEEN***

What Forms of IDs Do You Accept?

NES only accepts valid state/government-issued identification. School/work IDs will not be accepted.

I Can’t Make the Appointment to Pick Up My Personal Property, Can I Send Someone Else in My Place?

NES will allow for your personal property to be picked up by someone else, with a signed authorization form giving permission to the person to pick up the personal property in your place. A copy of your ID will be needed as well.

I Can’t Make the Appointment to Redeem My Vehicle, Can I Send Someone Else in My Place?

NES does not release vehicles to anyone other than the customer on the account unless indicated otherwise on the release from your finance company.

What Type of Payment Do You Accept?

NES accepts cash, money order, cashier’s check, and credit/debit cards (a 4% convenience fee will be added to all credit/debit card transactions) paying in cash, please make sure to bring the exact amount.

My Name is on the Loan, Why Aren’t You Showing That in Your System?

If your name is on the account, and we do not have a record, please reach out to your finance company and have them put your name, so we can release the vehicle/property back to you.

I’m Running Late, Will I Lose My Appointment?

If you are running late, we will still accommodate you, you just might have to wait a little longer.

My Medication and/or Car Seat Are in the Car, Do I Still Need an Appointment?

If you have medication in the car and you cannot wait, please call our office for further instructions.

Where Can I Request a Copy of the Documentation I Am Signing?

Please reach out to your finance company for a copy of your signed documents.

How Do I Get Directions to Your Facility?

Once your appointment has been confirmed, the address will be sent to you.

I Have the Address to Your Facility, How Do I Get There?

We recommend using Google Maps for accurate directions.

Why Does It Say You “Can’t Find My VIN” at Any of Your Locations?

Vehicles can take up to 24 hours to process. The unit may not be processed when you are attempting to schedule the appointment. Please try again in a few hours.

Frequently Asked Questions on Nu-Era Services and Policies