Complaints
This profile includes complaints for Erie Home's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 362 total complaints in the last 3 years.
- 121 complaints closed in the last 12 months.
If you've experienced an issue
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:01/24/2024
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.
Erie home damaged my master bedroom ceiling during an initial inspection, consultation, and sales pitch. The gentleman fell through the MBR ceiling during an attic inspection. Within 2 weeks the hole was patched but paint and texture did not match. 4 weeks out it was repainted but texture is visibly blemished. Erie has said they will restore the ceiling to its original condition but has not done so. We’ve now had no-show contractors that are of lesser quality than the “white glove” salesmen that initially damaged the ceiling.
Business Response
Date: 02/02/2024
Erie Home apologizes for any inconvenience this may have caused. Erie Home went out and fixed the error and just waiting on a painter to correct the paint job.Customer Answer
Date: 02/05/2024
Complaint: ********
I am rejecting this response because:
-The ceiling is not restored to its original condition.
-I have taken personal vacation time from work to meet the contractor’s schedules which is of cost to me
-The various contractors have left damage and mess in my home
Sincerely,
******** *******Business Response
Date: 02/13/2024
Erie Home has reached out to the customer and will be having the customer get bids on the correction. Erie Home then will send a check to cover the cost.Customer Answer
Date: 02/22/2024
Complaint: ********
I am rejecting this response because:
I had a discussion with regional management and agreed to their resolution. They have notified me that the resolution and payment are in process. At this time the issue is unresolved.
Sincerely,
******** *******Customer Answer
Date: 03/06/2024
[BBB Transcription via Email]
My complaint remains unresolved. I have not received the payment promised by Erie home and they have been unresponsive to my requests for update. I have repair service scheduled this week that I will likely have to postpone since I have not received payment. May you please re-open this claim? Thanks
Business Response
Date: 03/14/2024
Erie Home will be mailing out a check today 3/14. We apologizes for the miscommunication.Customer Answer
Date: 03/15/2024
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.Check received, repairs rescheduled, thank you.
Sincerely,
*******************************Initial Complaint
Date:01/22/2024
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.
We were willing to spend the extra money on the roof based solely because they told us that the roof would have snow and ice guard installed. And that it would not long have the large ice problems. As you can see in the pics the ice is worse than before. The only reason we went and were willing to pay so much more than other roofing companies is because this would take care of the hazardous ice from the roof. It has not and it is worse than before! If I attach a heater to the roof it will void ******* contract. So that is not an option. The sales man guaranteed that it this would get rid of the ice build up. That is just a sales ploy and a lie.Business Response
Date: 01/30/2024
Erie Home apologizes for any inconvenience this may have caused. Erie Home came out and did a full inspection and found that the ***** vent in the front of the house needs plugged off, soffit vents need opening all over the house. Customer agrees to being responsible for adding insulation, opening soffit vents up and plugging off ***** vent in the front of home. Erie Home agreed to adding the 4 can vents for the attic spaces on the second floor.Initial Complaint
Date:01/18/2024
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.
Salesman came to my home to review my roof. Talked up metal roofing then it was obvious it was extremely expensive.
Quoted fiberglass roofing. Discussed warranty etc. no cancellation terms were discussed. I attempted to cancel the following week and was told I only had 3 days to cancel and I was too late.
When signing the contract it was done on a pad. I signed and initialed the first spot in the document. It was discovered the system kept that signature digitally. The salesperson completed all remaining signatures without discussion or explanation.
The contract should be void based on that fact. I received no copy of the contract until well after the cancellation deadline.Business Response
Date: 01/22/2024
Erie Home apologizes for any inconvenience this may have caused. Erie Home has spoke with the customer, cancelled the project, and will be refunding the down payment.Customer Answer
Date: 01/22/2024
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:01/16/2024
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 them come out and put a brand new roof and almost all new decking in September 2023. In October, we called them back because the leak around the chimney they assured us it was fixed January 8 **** went up to the attic, and the chimney is leaking around. All four sides now called him three times. No one has called me backBusiness Response
Date: 01/24/2024
Erie Home apologizes for any inconvenience this may have caused. Erie Home came out on 1/22 and made all the necessary repairs.Initial Complaint
Date:01/16/2024
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.
On 10/11/23, we hired Erie Home Basement Solutions (EH) to put in a waterproofing system. The job was completed on 11/29/23. There were many issues found over the next few weeks, including damage to a window, carpet; shoddy workmanship with poor attention to detail; radon mitigation system rendered ineffective with protentional health risks, no cleanup at all.Gaps between edge of **** Cove and wall: Per radon specialist, it will need to be sealed off and made airtight. Drainpipe hole to the outside left open-we fixed it. Most of PVC pipe connections came apart and were reglued by the us. Pipes in crock were not connected; crock was still dry 1 week after installation and had gravel/rocks in it. The extra length of electrical cords found stuffed in there (where water would be). EH was notified on 12/14/23. Appt made for 12/18, and they were a no-show. Two workers came out on 12/19, fixed the sump pump but were unable to do anything about the damaged window. They spoke to EH, and we are to get the window fixed and **** would pay for it. Asked that EH be advised of the mess that was not cleaned up, and the unlevel cement issue. The crew unevenly cut our carpet/pad nearly the length of the room and pulled it back. There was no attempt to protect the carpet from the gravel, rocks, cement, or dirty boots. The metal carpet trim at the threshold was dented in several places. This whole area will need to have new carpet and pad installed.Dry wall was damaged when plastic coverings were removed, which were taped to the ceiling. Downspout for ***** trough: Pulled securing bracket out of brick; brought black corrugated ***** downspouts for white ************ on stairway walls and in track of chairlift.Discrepancy between what salesman said would happen and how it was done (or not done): Outside cracks in brick not sealed, no dust mitigation system used.Business Response
Date: 01/25/2024
Erie Home apologizes for any inconvenience this may have caused. Erie Home is more than willing to address any concerns but customer has stated that they do not want any contact from anyone from Erie Home. Please reach out to our customer service team at ************** and we would be more than happy to assist.Customer Answer
Date: 01/28/2024
Complaint: 21147361
I am rejecting this response because there has not been any resolution to matter.We would accept email communication from the company as how they propose to address the issues. We did stop by the window store, and the installer is to call us this week (1/29/24) with an estimate for repairs. We are still in process of cleaning up ourselves, most importantly sealing all the gaps to prevent radon leaking back into the basement. There have been countless hours that have been dedicated to this by my husband and myself since December of last year, and it is still not close to being completed.
Sincerely,
***** + *******************Business Response
Date: 02/06/2024
Erie Home was able to make contact with the ******`s. Erie Home will be out on 2/13 to address concerns.Initial Complaint
Date:01/04/2024
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.
We electronically signed a contract on 12/22/23 with Erie for a roof replacement. We did not receive a copy of the contract, only an emailed copy of the loan doc with a 2-page work order at the end of it. No discussion was had about the cancellation policy during the sales pitch either. On 12/29/23, we spoke to ****** to go over project details. On 12/30/23, we emailed Erie local branch manager ** **** to say we wanted to cancel the job. ** pushed to speak with us about moving forward with the job (also via email on 12/30). We repeatedly indicated that we were not interested in moving forward with the job, but he insisted on speaking with us anyway. When I spoke to ** on 1/2/24 he still did not mention the cancellation policy, and I still had no idea what it was or that it even existed, since neither my husband nor I had received a copy of it or been told of it. He was clearly angry and I said multiple times that there was nothing personal about the situation, that we were just looking to cancel and get our deposit back. It was one of the more unprofessional conversations I have ever been involved in, but ** ultimately said he would get back to us with information on the cancellation policy. ** emailed a copy of the Remodeling Agreement at 4:45 pm on 1/2/24 - this was the first time we had seen this document. It outlined the cancellation policy and included forms that had to be signed and mailed to Erie in Ohio. I called the Erie Midwest customer service line on the morning of 1/3/24 to check on cancellation status. ****** had no record of the cancellation and transferred me to **, who began the conversation accusing me of saying that he had been unresponsive and unreachable, which I had not indicated to ****** at all. During this conversation, after calling my husband and me dishonest and saying he wouldn't want to work with us anyway, he agreed to cancel and refund all of our money. We called customer service again in the afternoon to check the cancellation status and asked what next steps should be. We agreed with CSR **** that we would send in the cancellation request form. If ** had moved forward with cancellation when initially requested, we would have only been a day outside the window during a busy holiday week, but now we're over a week out. This morning (1/4/24) I woke to the sound of a forklift dropping project materials off at 6 am. I had to let the driver know that the project was cancelled, so clearly ** did not cancel as he indicated he would. My car is currently parked at the end of our driveway to prevent dumpsters or anything else from being dropped off. Update, 8:15 am 1/4/24: The dumpster wasn't cancelled either - I just had a knock on the door because the driver couldn't get up the driveway. Very nice man, as was the earlier delivery driver.Business Response
Date: 01/05/2024
Erie Home apologizes for any inconvenience this may have caused. Erie Home has cancelled the project and started the refund process. The payment will be returned to the credit card within 3-5 business daysCustomer Answer
Date: 01/11/2024
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.Our deposit has been refunded, and the loan company confirmed that Erie canceled our application and loan on 1/8/24.
Sincerely,
******* *******Initial Complaint
Date:12/22/2023
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.
Its been 3 months since we recently got a roof installed sometime in October 2023, and the moon roof in our hall way recently started leaking from the corner areas. We have reached out to both the sales rep and ****************** for the job and its been a huge handle trying to get someone to come look at the leak. ****************** keeps no showing for appointments he makes with us and forgetting, what kind of business is this that forgets about previous customers? The leak also caused interior damages which we informed them about so not sure if that is why we are being ignored continuously.Business Response
Date: 01/03/2024
Erie Home apologizes for any inconvenience this may have caused. Erie Home came out to the home and repaired the leak and is monitoring for any additional issues.Initial Complaint
Date:12/18/2023
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.
**** roofing came out and tore our old roof off on July 28th, they replaced the entire roof in 1 day then pressured my wife into signing the finish paperwork with no inspection and to sign it before I got home to look at the work. They also prefilled on the paperwork a 5 out of 5 for clean up rating. I told her under no circumstances to sign until I could inspect it. I found they did not change out the rotting wood on the back porch or the plywood that was warped from water having got to it on the front of the house. The roof cap was not installed straight and looked very poorly done. They ripped a $600 satellite dish off the roof instead of taking the mounting screws out. The did not replace flashing in spots the salesman said they would add it to. They failed to glue down the shingles in several spots which they advertise that they do. They failed to seal several ventilation boots. They did not clean up large chunks of wood from the rotted portion of wood that they knocked out and were left on the porch. We found about 20 roofing nails around the yard including stepping on one and it punctured my foot. We found a roof scraper in our trees. They left the plywood that they were supposed to use to replace the rotting and warped wood with, leaning on the side of our house. We were then threatened that they would put a lean on our home if we did not sign the completion paperwork. We were promised the Lamborghini of roofs and got nothing but poor quality and headache. We tried to reach out to have them fix the roof and it took 2 months before a regional manager contacted us and informed us that team was no longer with them and they would make it right. 3 months later and they still have not made it to my house to see what to do to fix everything and continue rescheduling constantly. They also have not done anything to reimburse the damages done to my satellite dish or the pain and suffering I dealt with from stepping on a roof nail.Business Response
Date: 12/21/2023
Erie Home apologizes for any inconvenience this may have caused. **** came out to the home on 12/20 and addressed all outstanding concerns that the customer had and the customer signed all completion paperworkCustomer Answer
Date: 01/16/2024
[BBB Transcription via Duplicate complaint]
Erie homes returned to my home to finish roof repairs due to their incompetence to roof it correctly the first time. They told me they would be sending rain gutter installers out as stated in the contract between December 26th and the first of the new year. They did not do this and my previous BBB complaint expired on December 31st. I signed completion contracts specifically writing on the top gutters have not been installed. I also spoke with ****** and he stated they would apply a $1000 discount after over 6 months of headaches and fighting to have my roof done correctly. I had to take a day off to ensure the roofers did a proper job as well. They never addressed I had a nail stab me in the foot because the original roofers failed to clean up properly. They sent all paperwork to the bank stating the job is done and payment is to be received and have ignored all contact with me despite me texting several individuals about having the contract finished and the rain gutters completed. This company is extremely shady and should not be dealt with unless absolutely forced to!! The only way to get them to contact or correct their actions is a BBB report.
Business Response
Date: 01/23/2024
Erie Home apologizes for any inconvenience this may have caused. Erie Home plans to have a Regional Install Manager on site to discuss the issues next week.Initial Complaint
Date:12/14/2023
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 Erie Basement Systems install in our new house a week before we moved in September 2023. Work was done but the Washer drain outlet in the concrete floor was blocked as the Erie company workers plugged it with concrete cement while installing the system.
We went to use the brand-new washing machine. first time. water drain is completely blocked and washing machine excess water flows all over the floor floods the basement.
Erie was contacted twice by me and was supposed to fix the problem yesterday Dec 13th and was not done. Erie keeps avoiding the problem or never calls back like they promise.Business Response
Date: 12/26/2023
Erie Home apologizes for any inconvenience this may have caused. Erie Home will be out to the home on 1/4 to address any concerns.Initial Complaint
Date:12/13/2023
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.
When the crew came to complete the $17,000 construction we were told they would put drapes up and tarp all areas that could be ruined. The company did not drape or tarp appropriately and ruined a large gym floor. I contacted Erie and they then had the project lead call me to correct the issue, his name is *****. I was told by ***** via phone and text messages, which I have attached, that Erie will replace my entire gym floor. I sent them pictures and measurements for the floor area. I have had to call *****, Erie Home, text multiple times to get any responses and any plan for my flooring to be replaced. I have been promised several time I would be called with a plan and they don’t call me. I have been promised several time they would bring me the flooring to be replaced. I had someone from Erie Home bring me 5 packages of the flooring and it requires 17 packages total to replace. I told the person delivering the packs that it was not even close enough to the amount I need. The person delivering told me that ***** told me that was all to bring.
I just want them to replace my gym floor like I was promised they would. I have even shared the Home Depot website link where they can get the flooring and have it shipped to my house for free, still not response from ***** or Erie Home. I still don’t have the flooring either.
The finance company the Erie Home uses has also been trying to help me get my floor replaced and has contacted Erie Home, they are not getting anywhere with them either.
I have paid a lot of money to this company and still am not able to put my basement back together because they ruined my flooring. Please help me get the replacement flooring so I can move on with my life and be done with this.Business Response
Date: 12/13/2023
Erie Home apologizes for any inconvenience this may have caused. Erie Home will be overnight the check for the replacement mats with tracking number ************Customer Answer
Date: 12/15/2023
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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