Complaints
This profile includes complaints for Erie Home's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 361 total complaints in the last 3 years.
- 119 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:05/17/2024
Type: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.
We were planning to have Erie do the roofing on the house, my mom was asked how much she felt comfortable putting down and she said $500. Within the next day or two I noticed not only did they cash or deposit the $500 but they pulled an extra $500. After seeing this happen we decided against doing business with the company and called to request a refund. My mom was told the refund was being processed and it just depended on the bank as to when the refund would be received. There was a refund for $500 but not for the additional $500 they withdrew. We called and sent messages multiple times, being directed to the local ******************* I spoke to a lady who was supposed to look into the situation and call us back. Never heard back and ever since, our messages have been ignored. No work has ever been done and we would appreciate the remaining $500 being deposited back into the account. This all started back in June and theres been plenty of time for the company to check into the situation. ************************* is who originally got approved for the roofing and whose account the $1000 was taken out of. I didnt want to involve the BBB but I have no other choice at this point.
Business Response
Date: 05/29/2024
Erie Home apologizes for any inconvenience this may have caused. Erie Home has reached out to the customer to rectify the issue but have not been successful at contacting the customer. ********************** only shows 1 payment of $500 which was already refunded to the customer.Initial Complaint
Date:05/02/2024
Type: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.
Almost $34K - and this roof looks TERRIBLE! This is a small house...We paid much more than any other roofing company would charge to install the same IKO Dynasty Premium Laminate Performance Shingles - Architectural Fiberglass - but we agreed to this because of the 30 year warranty. Aside from the nightmares with their scheduling mishaps, when they finally showed up, they worked well past dark to finish this roof in one day. I would have been happy if they finished it in 7 days! The work was sloppy at best. We refused to sign off on their work until we were happy. The shingles were uneven and not level at the edge of the roof, and their install manager encouraged me to change the gutter guards. I chose to order directly from *****, and they promised to install them at no extra charge. They helped just a little - but not completely. After sign off - I found that they had missed installing the gutter guards on one small part of the house. The gutter guards are sold in full case packs, so we should have had more than enough to complete the installation, but no extra materials were left at the jobsite. The Install manager came to the jobsite to install the remaining gutter guards, and agreed that there are parts of the roof that were not installed properly, and were buckling. He was going to try to speak with his superiors to replace some parts of the roof.I was informed today that no action will be take by ****. They will come to finish installing the gutter guards, but that's it.Business Response
Date: 05/14/2024
Erie Home apologizes for any inconvenience that this may have caused. Erie Home is schedule to come to the home 5/16 to complete a redo of the roof.Initial Complaint
Date:05/01/2024
Type: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.
In the fall of 2022, we had Erie install a 50 year roof on our house. A year later, I saw water in our attic from the roof leaking. In January 2023, a tech came and told me that the chimney flashing was done incorrectly. The solution was to apply lots of silicone. The roof is still leaking. On April 9th, I called Erie and told them I wanted the issue fixed correctly. I was promised a call back with a date for work to be done. That was three weeks ago. I have received no calls and my roof continues to leak. I wish I had never used this company.Business Response
Date: 05/10/2024
Erie Home apologizes for any inconvenience this may have caused. Erie Home went out to the customer house on 5/2 to do an investigation of the portion of the roof that is leaking. After investigation it was determined that the leak is coming thru a hole around the top of the chimney. It was suggested that homeowner have a mason grout that area. Should the leak persist following this intervention, our team will revisit the site to conduct a further assessment. Additionally, during our inspection, all flashing was examined and subsequently resealed. Customer signed a Service Completion as well. Both signed Completion & picture of the chimney are attached showing the hole.Initial Complaint
Date:05/01/2024
Type:Status:ResolvedMore 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.
New residential roof with tear-off was installed by Erie Home on 7/7/2023. The installation appeared to home owner to correspond to the materials promised in the sales pitch. I called Erie Home on 3/18/2024 as per warranty to inform the company of water damage showing on the ceiling of the kitchen. Company sent the original contractor who installed the roof to inspect the job. He found no defects from visual observation, and to investigate further, he opened up the roof and cut an access hole into/through the OSB sheathing. He found that the sheathing was moist on the exterior side and WET with mold growing on the interior side of the OSB. The take away lesson is that the new roof install compromised the ventilation under the roof sheathing and allowed excessive condensation to soak through to the kitchen ceiling. A company service manager and private home inspectors have agreed with this assessment. The company, Erie Home has not communicated any action and remedial work to repair the damage to the roof sheathing, the ventilation system and the kitchen ceiling.Business Response
Date: 05/10/2024
Erie Home apologizes for any inconvenience this may have caused. Erie Home had a crew out on Monday (5/6) and cut into the roof and could not find any obvious leaks. There has been some condensation that has caused the stains on the ceiling. Erie Home is going out in the next couple of days to remove and replace the ridge vent, 4 square of decking, 4 square of underlayment and 4 square of shingles. Erie Home is going to fix drywall when we make sure this fixes any and all water problems.Customer Answer
Date: 08/12/2024
Erie Home replaced my roof July 2023. The roof subsequently leaked. We have a 10 year warranty. We had to open a BBB claim in April 2024 before they would respond and come to fix the roof. They fixed it May 2024. They promised to come back and paint the water damaged ceiling. I did not hear from them. I reached out to them, and they asked me to get estimates which I did and sent to them. Again, I have not heard from them. I have reached out several times and there is no response. They are not disputing that it is their responsibility to paint it, they just ignore the customer once they have their money. This company has very poor communication skills.Business Response
Date: 08/19/2024
Erie Home apologizes for any inconvenience this may have caused. Erie Home has received the invoice and will be mailing out the check this week.Customer Answer
Date: 08/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************Initial Complaint
Date:05/01/2024
Type:Status:ResolvedMore 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.
Two guys came out to look at roof, ***** and *******. Took pictures leaned a latter up against my house and only inspected the edge. Wouldn't go up on the roof because he said it was too wet, roof was dry. When it was time to talk finance I was informed that both home owners had to be here. Ok fine, we rescheduled for when my husband was home. They both went through the whole sales pitch. We decided to go ahead with the contract and put $100.00 on it. As we were sitting on the porch they told us we were approved and congrats. I then get text messages from ***** asking for proof of homeownership, which I provide. But since it's a owner finance situation apparently Medallion bank didn't want to do it anymore. Ok fine no problem, I told them there was nothing more I can do and just cancel everything and thank them for their time. I then received a call from ******* saying that he could get us approved for 16,500 if we can come up with the different from almost 30,000. I told him no we can't and to cancel everything. I thanked him and hung up. Now I have received a credit card for 16,500. After I told them to cancel everything and they didn't do it. So now I have this account on my credit that I had to cancel and now my score will drop because of it. I called *** and asked why was this authorized after I told ******* no and to cancel everything. *** tried to tell me that the contract I signed gave them authority to do it. The contract I signed was for Medallion Bank(the ones to already approve me and then backed out), NOT for Synchony credit card. Especially after I told them to cancel everything after Medallion bank back out, they took it upon themselves to try another place without my permission. I want my $100.00 back and they need to stop applying to other places when the customer states to cancel everything. I already called Synchrony and told them I did not authorize for anyone to apply to them.Business Response
Date: 05/03/2024
Erie Home apologizes for any inconvenience this may have caused. The card that was sent out was sent out prior to the cancellation of the project. Erie Home has canceled this project and all monies are being turned and was sent out today 5/3/2024.Customer Answer
Date: 05/06/2024
Complaint: ********
I am rejecting this response because:When I was called and said that Medallion bank don't want to do it, I said to cancel everything then. Then when ******* said he COULD get me approved I said no and to cancel it. When I received the cards I actually called ***eick and he told me that he didn't get around to canceling it to the following week and to just use the cards. I told him no because i didnt authorize them. So it did not get canceled when I asked which in turn these cards were apparently sent out.After I told ******* no the previous week. Now I am going have this on my credit report. Today on May 6th I checked my account and I have 2 transactions, 1. Charging $100 and 2. Refunded $100. Why am I getting charged again and only refunded once? These resolutions need to be met, 1. Get synchrony off my credit report, so it doesn't show and 2. Refund my money!! I am unable to screenshot my bank account due to security reason to show the transactions.
Sincerely,
********* ******Business Response
Date: 05/09/2024
Erie Home once again apologizes. The method of payment was refunded in the amount of $100 on 5/2/24; I have attached that documentation. As for the credit, we tried to get customer approved through SYNC, since they do not own the home. The SYNC card is not activated unless customer completes the work and signs a SYNC completion certificate - so a card will not show on her credit report.Customer Answer
Date: 05/09/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
********* ******Initial Complaint
Date:04/30/2024
Type: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.
April 2024. I was contacted by Erie roofing. I agreed to let them install a roof for me. They said materials would be here in a week. It took two weeks.
They broke my hot tub cover during the installation. I literally caught one of the crew walking on it. Which they reimbursed me for.
The worst part is the sales rep ordered the wrong color for my roof and they are refusing to do anything about it. I am going to be selling my house and am now out the cost of materials to change the color of my house because the roof matches the existing colors. I ordered a grey and black roof and got a rust and black color. Almost a burgundy terra cotta tint to it. I wanted the blue to go with the new home colors and was pressured out of it by their sales people . I chose a grey that was equal parts grey and black. It gave it a 3d look.
They are refusing to discount or do anything about it as of April 30th. It has now been two weeks dealing with this since install. At first the sales rep said they couldn’t see the red. Now they admit to it but say that’s what I ordered. Oh and to top it off they took the extra shingles that I paid for so I had no proof. Luckily I had put some in the garage.
They also tried to get me to sign off on the job. And tried to tell me they wouldn’t pay for my hot tub cover unless I signed off on it.Business Response
Date: 05/13/2024
Erie Home apologizes for any inconvenience this may have caused. Erie Home installed the shingles that were signed for in the contract. The customer signed up for shingles in the color Glacier. Attached is a picture of the roof being installed.Customer Answer
Date: 06/04/2024
I got a letter here saying that you have an updated response from Erie Construction. The updated response is exactly word for word and the last letter that was sent to me, just minus the pictures. Matter of fact, it even said, attached is picture of the roof being installed, which there are none. The previous pictures did not show any pictures of the roof being installed. They were black and white, and they showed some random pictures of shingle packets that weren't mine as a matter of fact because yeah those were all put in a garbage dumpster's bin and hauled off to the dump the next day. So wherever those pictures came from they didn't come from my job site. Long story short it says you hear that I received the shingles that were signed for in the contract. Well here's the Human error. The salespeople did not select the proper ones. When we were signing the contract, there was no picture nor description of what I was signing for other than what the salespeople had selected. What they had selected was not what I asked for. It was not the colors that I asked for. They showed me several swatches, pictures of shingles. I chose what I wanted. Unfortunately, due to human error, they selected the wrong thing in the computer. That again is not my fault. It is human error done on the part of the **** representatives. Again, I have reached out to them. I have made an offer to them as a potential starting point for negotiation and I was told to go on sand. They have not communicated and or spoke with me at all. The finance company ******** has reached out to them and they lied to ******** and said they have been in contact with me which they have not. All through this basically Erie made a mistake. We're human. It happens. But yet they are not willing to accept the fact that their sales reps made a mistake. Their sales reps are standing firm and lying on the fact that this is what I asked for when it is not. As I explained in my last message, I had already bought materials for color changes on my home, for all my trim, my gutters, my soffits, downspouts, everything else, which I basically have now lost all that money because those colors will not match the roof. Again, Erie has not made any contact or communication with me, and also, no. The colors that I requested are not what I was given, regardless of what the contract says. The contract does not show any color. It has a color name. Me as a general ******** individual, being told, yes, this is what you asked for, blah, blah, of course, I'm going to take that *** face value that yes, this is the color that I picked out. This is what I asked for. When the shingles were installed, it is not what I asked for, plain and simple. So that is my issue. That is my complaint, along with the fact that *** has not been in contact with me. They have not done anything to even attempt to negotiate or try to make this better. And their statement of, I receive what I signed for in the contract, glacier is not what I asked for. Again, there is no color swash in their contract to verify what I asked for. I was at the salesperson's mercy at that point. They made a mistake. They're refusing to own up to their mistake, hence the problem and the complaint.Business Response
Date: 06/13/2024
Erie Home is in active communication with the customer and working towards a resolution.Initial Complaint
Date:04/30/2024
Type:Status:ResolvedMore 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 Erie Construction install my roof with the promise of a 15 year 100% warrantee. I am still under that warrantee. I had shingles blow off the roof back in March and I am trying to get them to repair it. I called them and they sent someone out but that person said he couldn't repair it so he left and said he would be back. He never came back and that was over a month ago. I've called again and after several calls he said they can't free up a crew to come out and repair it. He has no idea how long it will take to get someone out here and they are back logged and he has a stack of jobs just like this waiting. Couldn't even tell me if he even was going to be back to repair it. At this point I don't believe he will be out here to repair it. So I am left with a roof missing shingles.Business Response
Date: 05/10/2024
Erie Home apologizes for any inconvenience this may have caused. Erie Home has a crew scheduled for Saturday 5/11 to do the repair on the roof.Customer Answer
Date: 05/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************Initial Complaint
Date:04/26/2024
Type: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.
We had the company come out and give us an estimate in January 2024. Originally they stated the work would be complete in March. Something changed two weeks later and they decided they could come out then. The crew who came out to do the work were not at all competent. They dropped cement in my yard and all over my driveway. They dropped cement down my basement stairs, and they installed the sump pump and left the line running out of my house and into where my pool goes. I called to make a complaint with the company. The install manager called me back and was very responsive. He sent out a quality inspector, who agreed that the work was done wrong and they would come fix the errors. They came and re ran the line for the sump pump underground and out of the way. But they left the cement and the wall covering how it was, despite the quality inspector saying they may have to tear it up. It hasn't been four months and the cement is cracking all over my basement. I called to let them know of the issues and they said they would have someone call me by the end of the business day on Friday, April 19, 2024. It is now April 25th and I have yet to hear from anyone. I am beyond disappointed. I would NEVER recommend this company.Business Response
Date: 05/07/2024
Erie Home apologizes for any inconvenience this may have caused. Erie Home is going out Friday May 10th to fill in the cracks.Initial Complaint
Date:04/22/2024
Type: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 put A $5,000.00 down payment on a roof from Erie. The total cost was over $22,000. for a 17 square roof tack over. Cornerstone shingles - IN STOCK. I had 2 additional requests...extend an existing pipe through the roof and remove a roof exhaust fan that was leaking. When the Install Manager called to go over the order he didn't mention my 2 requests. I told him about the pipe extension... he responded "we don't do that". When I told about the exhaust fan he responded "we don't do that, we're roofers not electricians". I told him the sales person told me this would be done...He said "What else did this guy promise you? Do I have to mow your lawn and walk your dog?" I DON'T NEED THESE SARCASTIC REMARKS AND DISRESPECT. WHEN SOMEONE CALLED TO SCHEDULE A SHINGLE DELIVERY I TOLD THEM TO FORGET IT...THEY DON'T WANT TO DO WHAT I REQUESTED. THERE WAS NO SPECIAL ORDER INVOLVED - THESE WERE STOCK SHINGLES. I HAVE ASKED FOR MY MONEY BACK AND SENT 2 LETTERS. I JUST WANTED TO WALK AWAY AND FORGET IT .. BUT THEY WANT TO DO IT THE HARD WAY. AT THIS POINT I DON'T WANT THEM ON MY PROPERTY AND WOULDN'T TRUST THEM TO DO THE JOB .. OR ANY JOBBusiness Response
Date: 04/25/2024
Erie Home apologizes for any inconvenience this may have caused. Erie Home has cancelled the job and the refund will be mailed out 4/26/2024.Initial Complaint
Date:04/16/2024
Type:Status:ResolvedMore 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.
On Saturday 4/13/2024 we had an appointment to get an estimate for 3:00 pm. The salesman was 3 hours late. We really like the project Idea and we wanted to do it. I said we wanted to do. The man wanted a check that day and we didn't have the funds in the bank. He said just postdate the check they would not cash it till the day it was postdated on. My gut said no but we went ahead. They called and said they accidently cashed the check Monday 4/15/2024. I said no they called back and said it was taken care of. I woke up 4/16/2024 to our bank account over drafted. We called the bank and them. I found out from our bank we are not allowed to postdate checks. That only the company can stop it at this time. Guess what They have a policy against that.Business Response
Date: 04/25/2024
Erie Home apologizes for any inconvenience this *** have caused. Erie Home did speak with the customer and offered to cover any overdraft fees that *** have occurred. Erie Home does apologize that this has occurred.Customer Answer
Date: 04/26/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************
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