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.
- 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:10/30/2023
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.
I called to receive a quote for a roof replacement on a historic property I own. I actually thought the product was a superior product and exactly what I was looking for. I decided to move forward and gave a $13,000 deposit. The financing options took 3-4 weeks and went from 10 years (verbal) to 20 years (on paper) with a payback of over $300k at %10 interest. I did not like the loan perameters and made it known immediately. It was however, several weeks past the 3 day grace period. I was going to include the cost of roof in my construction loan for the spring and requested my deposit be returned. The manager, ******* *******, has not returned a single correspondence since I made that know several weeks ago. I would have moved forward with the roof purchase with my own financing had I not been ghosted by this company. Multiple emails, texts and calls, ignored. All in an attempt to keep the $13,000 deposit. Now I no longer have any desire to conduct business with this individual, much less this company. This is no way to conduct business. I would certainly think negative reviews and complaints would do more damage than the return of someone’s deposit.
I am seeking the return of my initial deposit as no work was conducted at all. I have also received no documentation but do have a copy of my check.
Business Response
Date: 11/02/2023
Erie Home apologizes for any inconvenience this may have caused. Erie Home did send out the check but went to the customers other property. Erie Home has cancelled that check and we are resending to the correct location.Customer Answer
Date: 11/08/2023
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,
******* *****Initial Complaint
Date:10/18/2023
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.
I purchased a new metal roof that was supposed to have a warranty and be done by professionals. I live in a very old small house and have never had problems, but I wanted a new roof that would last 50+ more years. I was talked into a horrible compounding loan, which I paid $5,000 down payment, and all the monthly payments, even if I pay extra, only get taken for the DAILY compounding interest. Besides the money portion, about 3 months ago I started noticing some brown spots on my ceiling (I guess the roof is leaking) & immediately called Erie Home to get someone to come look and fix it. Ive called multiple times over the last 3+ months, with continued promises that someone will call me to come look and I never receive any phone calls, emails, nothing. Ive tried email the company, calling the 800#, just more empty promises. Im fed up paying $30,000+ for a leaky roof.Business Response
Date: 10/30/2023
Erie Home apologizes for any inconvenience. Erie came to the home on 10/23 and addressed all the concerns. Erie Home has been trying to get a hold of the customer since then to ensure no other issues have arose but have not been able to make contact.Initial Complaint
Date:10/18/2023
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.
Our names are ********* and ***** ****** and back in May of this year we had two
Erie salesmen come out to look over our basement and give us a quote on a drain tile and sump
pump installation. We were given a quote and put down money for the job in the amount of
$5000.00. We were given the installation manager’s number and went ahead and called him to
set up a time and date for this install to start. We were scheduled for the install to start July 26th
and the prep work to be started on the 25th of July.
On Monday July 24th when we had not heard from anyone from Erie regarding time of
arrival for the prep or the work to be started, we called the installation manager and left a
voicemail. We received a text message at 4pm that evening from ***** the installation manager,
stating work will not begin as scheduled because of the team who is supposed to do the install
is finishing up another job and we would be pushed back a few weeks. We stated that this was
unacceptable and to tell us at 4pm on the day before the work is to start and that we had to
contact him to find out. We had completely uprooted our lives, entire basement, and schedule
to make sure they had what they needed to start. The manager stated he was out of the office
and just got back from vacation that day, but we feel if we hadn’t reached out that Monday that
we wouldn’t have heard anything from Erie at all until no one showed up the next day to prep
or the 26th to start the job. ***** gave us the option to be the next ones to be started the next
week. We begrudgingly agreed.
The next day the prep team came out and prepped the basement for install and installed
the dehumidifier. ***** called me (*********) and stated that there is change of plans, the
installers are coming out today (July 25th) to start demo and should be done Friday the 28th of
July. The team arrived at approximately 1030 and introduced themselves to me (*********) and
then looked over the basement for what all was going to be done that day. The crew started
working on the basement Tuesday July 25th
. The prep team completed all they were required to
do to the best of our knowledge, and we were pleased that the install team showed up a day
early to start the install process.
After the first day everything went downhill and continued to go downhill throughout
the next 7 weeks of this install process. Every day while the installers were here working, they
consistently did not show up at the time they stated they would or gave no start time for the
next day, while working the workers constantly tripped breakers in our home every few minutes
putting wear and tear on our junction box and all electronics. Workers seemed to not have a
solid plan as to what was going to get done each day and throughout the days worked. At the
end of each day workers did not clean up their work area for example: garbage such as bottles,
cans, and food containers were left scattered all over the floor throughout the basement and
driveway and on the stairs, tools, supply’s, coolers were left on the premises in and outside of
the home. They left all windows open in the basement and all the lights on without informing us
and we would have to constantly check to make sure all lights were turned off and windows
were shut even after multiple reminders to please turn off the lights, close the windows and
pick up after themselves.
The Erie sales team sold this installation to be finished in 3 days. No one ever stated this
could take weeks or even over a month to complete. On the fourth day Friday July 28th the team
came out to work and we knew that the job was far from being done. I noticed around 1pm
after the crew had come back from lunch, I didn’t hear any work or music in the basement. I
investigated and found all the windows open, lights on, and all tools and trash everywhere. I
texted the foreman and he called me stating there was an emergency at another job, and they
had to go tend to that. He informed me they would not be back until next week. We understand
emergencies happen, but communication was very poor.
The next week progress was made but with 5 to 7 men working, the workers didn’t seem
to have a solid plan of action every day and this job was moving very slowly. The trenches were
still being dug and concrete was still being busted up. On Wednesday August 2nd the foreman
advised us that they were jack hammering and had busted our gray water drainpipe. On
Thursday they came out with material to try to fix this but was unable to. The foreman had
informed ***** and ***** had a plumber from fond du lac calls us that day to schedule the
repair for Friday morning at 0830. The foreman stated he would be back the next day (Friday
August 4th) to finish up the job where there was still so much to do such as pouring concrete,
installing drain tile, putting up the walls and the finishing touches like remounting our electrical
boxes and piping appropriately to the wall and cleaning all the walls and floor free from
concrete splatter.
Friday morning August 4th the plumber came on time and was able to repair the pipe.
While the plumber was on site the foreman was contacted about videoing the rest of the pipe
to make sure nothing else had been broken. No reply was ever made. We had not heard from
the foreman **** or the manager at all. 1pm rolled around and the manager called ***** to
make sure the repair was completed. During the conversation ***** had stated that someone
had dropped a bag of stone on the pipe and that’s how it broke which conflicts with what we
were told. Who lied?? Lying is not acceptable! ***** was also informed that “No one was
coming to work on the house that day (Friday) at all and that **** told ********* yesterday they
weren’t coming out and they would be back Monday.” This was lie when **** promised
*********, he would be out to finish up the job and do overtime, if need be, to finish the job.
Week 3 of the job nothing was completed that week. We were texted by the installation
manager a handful of times about when there were people to come out and work, but no one
showed up. There were some people from Ohio come out to look over the job who did not give
out business cards. The day they came ***** had a doctors appt she couldn’t reschedule so my
mom **** came out to wait for them to arrive. When they arrived, she introduced herself and
told them when they were done down in the basement inspecting to come talk to her with
anything they have. When these men were done, they did not come find my mother and she
found them talking to our son outside who had no idea the extent of what was going on with
this job and was not who was needed to be informed on this matter. At this point we had
contact with a man from New York by the name of *****. We showed him all the pictures we
took, sent him all correspondence we had with the foreman **** and the installation manager.
He set up a date and time to come meet us at our home that next week to inspect and figure
out what they were all going to need to complete this job to our satisfaction.
Week 4 ***** comes to our home around 8 am on Monday August 14th to inspect the
work that has been done so far and make a list of what needs to be done. ***** informs us that
it shouldn’t take more than a day to complete but may take up to three days and he was hoping
when he arrived that day all the work would have been completed or at least people would
have been at our house working. No one could come out tell Wednesday August 16th
. That day
fell through, we don’t really know why but we were informed the workers could come out that
Friday August 18th to finish the job. ***** and I had plans to go out of town that weekend for
our daughter’s birthday and a race we were in that weekend in Illinois that couldn’t be
rescheduled, so there was no work completed that week either. ***** informed us that *****
should be in contact with us this week pertaining to dates that the team could come out the
next week to finish up the job. ***** reaches out Friday August 18th asking if August 23rd would
work. We agreed to the team coming out on the 23rd of August to finish and was informed by
***** a QA guy was also coming out to see it that everything gets finished.
Week 5 the team comes out on Wednesday August 23rd with the QA guy but doesn’t
complete the job. Thursday August 24th the foreman and one other arrive and do not have the
mixer for the concrete and then state they must go wash walls at another job in Sheboygan and
informed us they would try to get back that day to wrap everything up. They never came back.
Friday August 25th the workers came to finish up the work. Around noon ***** was asked to
come inspect the work completed and sign off on a job finished. Many issues were pointed out
to the foreman by ***** that were still not completed to a safe standard. The workers left by
1pm with none of these issues completed and left a cooler, a bucket full of concrete and
plywood behind.
Week 6 no workers came out Monday August 28th like we thought seeing we did not sign
off work completed on Friday. Tuesday August 29th, we contacted ***** as to why no one was
coming out to finish this job. He stated to us that he was informed by the foreman that we
signed off on the work and that the job was complete. We called him and sent him photos of
everything that was still not done. ***** informed us he was unhappy about this and would
come out Thursday August 31st to inspect and see what he would all need to finish this job once
and for all. ***** did come on August 31st to inspect and mind you this was the first time ever
meeting him. He informed us he would be out Tuesday Sept 5th to complete this job. *****
called ***** September 1st and left a voicemail stating he could not come out on Tuesday
September 5th as planned due to conflicts with training on a new inventory system lasting
Tuesday through Thursday. We texted him on Friday Sept 1st that Friday September 8th would
work but we would need the job to be done by 5pm because we had another engagement to
attend to.
Week 7 today is September 8
th; we are both home and haven’t heard anything from
***** pertaining to him coming to finish what needs to still be finished. We texted him last night
September 7th and we have yet to receive any answer. The time now is 10:00am on September
8
th and we tried calling him. The phone went straight to voicemail. Voicemail was left. As of 1pm
***** talked with ***** regarding the no show no call of ***** to fix all that is to be fixed and
complete the job. ***** informed ***** that ***** had quit, and ***** was under the
assumption that our job was complete which is not the case. All correspondence and photos
with time stamps have been kept on our person to show proof.
This whole process with Erie Basement Solutions has been very unsatisfactory. During
this process so far, we have noticed and felt our job had not been a priority with this company
from the day we were told by ***** they would have to push back our install date. ***** and I
are EMTs and have a flexible schedule but if we had been a family of 9 to 5 workers this
company would have forced us to take vacation time or missed work and pay for their lack of
due diligence in completing this work in a timely manner. We are horribly disappointed in the
lack of communication, punctuality, accountability, and overall lack of pride in the company’s
work performed. This whole family, dogs included, have felt the anxiety, stress, and emotional
roller-coaster this company has put us through. Due to this stress and anxiety on our dogs we
had to clean up many vomit and bathroom messes and the dogs refused to eat most days. We
all felt our home was held hostage and we were super patient with this process, but this all was
horribly unfathomable. ***** and I knew we couldn’t have performed this project on our own
and believed that we could trust this company with our project. We have been proven wrong
and had been throughout this whole process. Due to this company not completing this project
in a timely manner we have lost money with our business in the matter of hemming dresses for
people’s weddings that we had to send them elsewhere and projects for three weddings that
were coming up etc. We could not do our laundry for over a month in our own home and had to
use our money to do laundry at the local laundromat.
***** and I had lost an opportunity to further our careers by attending school to
become Advanced Emergency Medical Technicians and a boost in pay because this company
had not yet finished, and we felt we wouldn’t have been able to focus on school with the
uncertainty of scheduling on the company’s part. Our focus and availability had to be to see this
project completed. ***** and I were unable to make our workouts at the scheduled time at the
gym we have a membership at, forcing us to hire a personal trainer who had a more flexible
schedule spending more money to work out to keep ourselves in shape and good health for our
careers and this was a big part of our mental health. So, with paying for a personal trainer and
still paying for this membership at the gym that was a lot more money we had to spend than we
didn’t intend on because of the lack of communication on when the workers were to be at our
home and just with the entire job being a huge stressful situation it was hard for us to sleep
well. After the initial 3 days of this install process due to the lack of communication and
punctuality we were made to standby most days for the workers to show up in turn missing
workouts, rescheduling appointments that could be rescheduled and inconveniencing extended
family to standby on the days we couldn’t reschedule an appointment. With that being said, we
are asking for compensation from this company in the amount of the total quoted and due of
$29,665.00 to not be ***** and my burden to pay and for our money down in the amount of
$5,000 be returned to us in full.Business Response
Date: 10/30/2023
Erie Home apologizes for any inconvenience this may have caused. Erie Home is still actively trying to resolve any outstanding issuesInitial Complaint
Date:10/17/2023
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.
Disclosure: I represent the actual customer, Mrs. ******** *****, who has given me power of attorney in this matter.
Mrs. ***** signed a Custom Remodeling Agreement with Erie Home on 7/20/23 to essentially do a roof-over. The agreement listed 8 specific tasks to be completed with additional details listed in the transferable warranty that was part of the contract. About noon on 8/10/23, Mrs. ***** was told by the installing contractor that the work had been completed and she needed to sign a completion certificate, which she did. For the record, Mrs. ***** was 80 years old at that time, was unable to climb a ladder and is vision impaired. She was incapable of inspecting the work and even if she could, does not have the knowledge required to certify the work done was complete and proper.
Later that afternoon, I inspected the work and found the following general deficiencies:
1. New shingles had been installed on a wet roof immediately after a thunderstorm the day before.
2. Workmanship was shoddy with bowed shingles and flashing, damaged siding, improper ridge vent installation, buckled underlayment, improper flashing securement, excessive shingle overhang, improper and incomplete drip edge installation and uncollected debris.
3. Some of the components installed were not those shown during the sales presentation, particularly the pipe boots and ridge vents.
4. Some of the components were improperly installed, most notably the radiant barrier synthetic underlayment and the ridge vents.
5. Some components called for by the contract were not installed, including step flashing and replacement decking.
6. No inspection of the roof deck was made. No evaluation and inspection of the ventilation was made. Preparation, including basic measurements, were not made. Wavy sections of roof deck were not investigated.
Three followup calls and five letters to Erie Home starting on 8/11/23 have not been answered. Some of many photos are attached.Business Response
Date: 10/30/2023
Erie
Construction takes these complaints seriously and dispatched to the customer’s
residence to inspect the issues being cited. In the name of customer
satisfaction, Erie offered to fully redo the roofing work and set forth an
11-point scope of work to completely rework the site under supervision of a
regional manager and at no cost to the customer. The customer, through her
power-of-attorney, did not agree with the way in which Erie proposed to redo
the work and, most notably, insisted a portion of the house siding be removed
and replaced. Erie does not work in siding, nor was siding ever park of its
initial scope of work. Nonetheless,
Erie is working with the power-of-attorney and is scheduling an inspection in
an ongoing effort to reach a resolution on a proposed remedial plan.Customer Answer
Date: 10/30/2023
Complaint: ********
I am rejecting this response because:The response form Erie Home is grossly misleading. No one insisted siding be replaced. What I did insist was that sidewall step flashing be properly installed which would require those siding panels at the bottom edge of the sidewall be removed and replaced only if damaged. This also applies to two sections of head wall. The Erie Home offer also failed to address two major contract requirements of the contract; one that the attic space be properly ventilated and second the radiant barrier be properly installed. Erie Home has never inspected the attic or made the calculations to determine the amount of required ventilation. Erie Home has never addressed the radiant barrier specified in the contract. The radiant barrier that was installed was not in accordance with any accepted standards or practices and is totally ineffective as installed. There are other issues as well that bear on whether or not Erie Home intends to install the roof properly. I had also requested the cut sheets for the components to be installed. I was told they would be forthcoming but I'm still waiting. This bears to the issue of whether or not the contract and warranty component specifications are being honored, which they were not in the original installation. One thing we have agreed on is the roof that was installed must be removed.
Sincerely,
******* *********Business Response
Date: 11/06/2023
Erie is ready, willing and able to honor its warranty
consistent with the warranty terms and industry standards. The issue is
homeowner’s agent appointed by the homeowner under a power-of-attorney document
does not agree with the way in which Erie Home intends to carry out its
remedial work as a roofing contractor. Erie’s scope of work was designed to
address current issues and areas of concern, but the work cannot be completed
until the homeowner’s agent agrees with the defined scope of work. Discussions are
ongoing in an earnest effort to find an agreed-upon scope of work that is
acceptable to the agent of this homeowner. Erie Home is not attempting
to “mislead” as charged in the response—there is a concern to carry out the
scope of work as demanded by the customer’s agent that portions of the siding
will indeed be damaged given its current state and will therefore need to be
replaced, leading to discussions concerning matching the color of siding and
other related issues. Erie is not able to publicly disseminate its proprietary
cut sheets as is further being requested.Customer Answer
Date: 11/10/2023
Complaint: ********
I am rejecting this response because:It is apparent from Erie
Home’s response that they view me, as agent for the homeowner, as
the issue and an obstacle to reaching a satisfactory agreement, that
is “satisfactory” to them.
The
homeowner appointed me as her agent for good reason. She is 81 years
old and has limited knowledge of roofing. She paid more than double
the average price for a roof-over that was so poorly done that even
Erie Home has proposed it be removed right down to the deck. She was
duped into signing a completion form by the job foreman who outright
lied that the work was completed. She was incapable of making an
inspection and accepted the foreman’s word.
I
inspected the roof for her, taking photos that showed the workmanship
was extremely poor, was not done according to standards and that
major provisions of the contract has not been satisfied. She
appointed me as her agent because I’m a good friend, a retired
engineer and represent her at no cost. I’m doing this because she
is a good friend and I detest companies that take advantage of people
because of their ignorance.
My
first contact with Erie Home prior to being appointed agent was by
phone with their installation manager the day after the roof was
allegedly completed. He said it didn’t matter that the homeowner
signed the completion form since he had to do a final inspection.
That was to be done at the end of the following week. It never
happened and that is when it became apparent she needed an agent to
represent her. This type of unresponsiveness by Erie Home is common
to many of the complaints made against Erie Home. They simply don’t
respond until you go public.
As
her agent, I wrote to Erie Home five times, twice by certified mail
and four of those times requesting they contact me. They never did.
I called twice, got an answering machine and requested a call back.
There was no response. I decided the only way to get their attention
was to make a public complaint through the BBB. Within hours of that
complaint being posted, I received three phone calls from Erie Home
employees, all claiming they had not received any of my letters or
phone calls. Curiously, not one of them, to this date, has ever
requested copies of those letters.
I
have documentation, including handwritten notes by their salesman,
telephone logs, e-mail correspondence, transmittal letters, photos,
the contract and warranty to back up everything I say. It is Erie
Home that is attempting to redefine the scope of work to avoid
compliance with the contract and warranty requirements. It is Erie
Home that is insisting I accept substandard work to make this
complaint go away.
Erie
Home is harping on the issue concerning the vinyl siding. I met with
their project manager from Birmingham on October 30. He told me and
the homeowner that he believed the siding could be safely removed. A
week later they are saying it can’t. Whether it can or can’t
doesn’t matter since the bottom panels must be removed to properly
install the step flashing and head wall flashing in accordance with
accepted standards. The siding issue is nothing more than a red
herring to distract attention from other more costly requirements of
the contract that were not done, one being proper installation of a
radiant barrier, which they have never addressed and continue to
evade.
Erie
Home now claims that the component manufacturer’s cut sheets I
requested are “proprietary”. Manufacturers publicly distribute
their cut sheets so customers know what they are buying. The cut
sheets identify the manufacturer, the product, its properties which
may include dimensions, material and color, typical applications and
installation instructions. For some reason, Erie Home doesn’t want
me to know what components they use. The claim the cut sheets are
“proprietary” is utter nonsense.
I
am forced to conclude from my experience with Erie Home that they
have engaged in a pattern of delays, deception and evasion with no
intent of honoring their contract and acting in good faith. There
have been other issues as well including an unannounced visit to
remove evidence of their neglect. Erie Home claims they knew nothing
about this visit, but the circumstances suggest otherwise. I don’t
want any further dealings with Erie Home. Their verbal assurances
are meaningless and their written agreements are untrustworthy. As
far as I’m concerned, their proposal for remediation isn’t worth
the bytes expended to write it. It is time to escalate this
complaint to the appropriate enforcement authorities, Which is
underway.
Sincerely,
******* *********Initial Complaint
Date:10/10/2023
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.
Paid 3 times the price and didn’t get the metal roof advertised. Then I’m stuck with the worst bank in the USA that has troubles finding an automatic effing payment.Business Response
Date: 10/10/2023
Erie Home apologizes for any inconvenience this may have caused. Erie Home sold this roof in 2021 and have not heard anything till this complaint. When the roof was sold in 2021 the customer agreed to the pricing and signed legal documents stating they agreed to the pricing. Erie Home always allows for a three day right to rescission. As for the comment regarding the bank, that is something that you would have to take up with the lender. The customer always has the right to refinance with another company of their choosing.Customer Answer
Date: 10/10/2023
Complaint: ********
I am rejecting this response because:
Completely over priced and NEVER got the actual metal roof they advertised.
Sincerely,
******* ******Initial Complaint
Date:10/09/2023
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.
Back in May of 2023 two salesmen came to our home, looked at our basement and sold us on their water proofing system. We were told we would hear from the project manager ***** in the next 7-10 days. I did not receive a phone call until August 2nd when he told me his prep crew would be at our home and August 9th at 12:30 to install the air system. Two men showed up at 12:30 on the 9th and were here for a couple hours, installed an air system in our basement and said more guys would be coming in a couple days. They also said we needed to have our hot water heater & washer and dryer disconnected at our own expense which we were never told. I was not happy with the lack of communication and the fact that ***** had never been to our home as the salesmen told us, to let us know what needed to be removed from our basement for this project. I called to complain and was connected with ******* the regional manager. On August 15th the appointment time came at 2:00 but nobody came. I called again, spoke with ***** and asked if this was a scam? *******, ***** and ***** were at a different site but said they'd be here in 1 hour. They did show up an hour later, looked our basement over and said they needed to put in 9 steel beams which was not in the original contract. ******* and ***** told ***** these steel beams should be included at no additional cost to us, so the job was done right. On August 28th and 29th a crew of 3 guys showed up and installed their system. In the process they poked a hole in a gas can, broke some of my outside decorations, removed a basement window and never replaced it. They left piles of debris and rocks, they unplugged our freezer and we lost over $600.00 worth of meat, bread, ice cream, vegetables etc...and the sump pump they installed has never worked, and our gutters never got cleared out. I have called and complained to their corporate office and to ******* the regional manager. They finally did clean our gutters out, but the sump pump still doesn't work! I have taken off 6 days from work to get this project completed and it still isn't done. I want the pump fixed or replaced immediately and I want financial reimbursement for all my time and their lack of communication and lack of follow through.Customer Answer
Date: 09/25/2023
We had $600.00 worth of food in our freezer that they unplugged and did not tell us about so the food thawed and started to rot when it was found by us 4 days later.
I've had to take off 6 days from work to be at my home for them to come do work of which I'm not making money.
Business Response
Date: 10/23/2023
Erie Home apologizes for any inconvenience this may have caused. Erie Home is sending out a refund check for the issues.Customer Answer
Date: 10/23/2023
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,
********* ******Initial Complaint
Date:10/09/2023
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.
Erie Homes visited our home on Monday October 1, 2023 to give us an estimate for a metal roof. I was not home when representative ****** arrived but I was present when he left. I got home on the tail end of the presentation. My husband told me the cost would be 29,000 for a fiberglass roof. I adamantly said that is too much. ****** said you can pay it in installments. I looked at him and said for how long, 10 or 15 years. He replied 15 years. I then asked ******, If it would be paid off if something happened to my husband, because I can't afford to pay it. He grinned. I asked my husband if he already signed anything. ****** said, we're running his credit first. The next day the credit was approved. Wednesday Oct 4th, My husband met ****** at the bank, he signed a contract and gave a $4000.00 deposit. He asked for a written contract so we could review it together. All he got was a finance agreement. I looked on website to get an estimate for square footage and to get information the promotion we were supposed to get. The company responded within 5 minutes, they wouldn't give any information over the phone. The rep said we qualified for the promotion I called Erie Homes back on friday Oct. 6th @ 3:45pm and told them, we already have an estimate with you all, I looked at the papers from Erie and I would like to cancel. I gave them my husband's name and our address. I showed my husband all of the complaints on BBB. ****** didn't inform him of a 3 day cancellation, restocking fee. On Sunday Oct 8, My husband called several numbers and each person gave him a different answer. My husband is a 64 yr old disabled veteran. ****** buddied up to him as a fellow Army and Navy veteran that he could trust.
My husband suffers from severe depression and this is taking a great toll on his mental health.Business Response
Date: 10/20/2023
Erie Home apologizes for any inconvenience this may have caused. Erie Home has been trying to make contact with the customer, but unfortunately they have they do not want to make contact with Erie.Initial Complaint
Date:10/05/2023
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.
Project worked on and "completed" on 9/14/2023 (Thursday)Project was seemingly going along as scheduled. Dumpster and materials dropped off before the job. **** arrives and starts with no notification to us. We were advised ******* would knock on our door and talk to us about the project. No one in the crew spoke English so we couldn't talk with them at all. ******* arrived knocked on back door, not front door so we weren't able to acknowledge him before he traveled back to his *****************, an hour away. At first glance, the roof does look good (hasn't rained hard yet), although unknown to us is that the gutter guards were never installed as part of the original agreement (Have the box of them that was left after excess materials were picked up). Not only that, gutter damage was caused by the ladders used. And minor damage was caused to our tent netting in the back yard. I do have pictures of everything stated. The ******* came out a couple days after to review the work and do sign offs. He said **** is good at taking care of their customers, etc, etc and that the gutter situation would be fixed asap. I have tried to reach the ******* and the person in charge of him. No replies from person in charge. The ************************, stated in his replies before he stopped replying that someone else would be handling. And that he would reach out once he knew more. Still no responses. I can provide documents, screenshots of damage and gutter guards, and phone numbers for **** to reach out internally. I just want the job done so i can move onto my next house project.Business Response
Date: 10/17/2023
Erie Home apologizes for any inconvenience this may have caused. Erie Home has been in communication with *********** and hoping to have the issues resolved by the beginning of next week.Initial Complaint
Date:10/03/2023
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.
Me and my wife made a downoayment to lower our monthly payment only to find out the office messed up and never put the down payment in the loan so now I'm trying to get this fixed no one in the local office is doing anything and it's been very frustrating and Ill never recommend this company to anyone they are a big scam and no one can fix anythingBusiness Response
Date: 10/12/2023
Erie Home apologizes for any inconvenience this may have caused. Erie Home sent the corrected loan documents and have corrected the issue.Customer Answer
Date: 10/12/2023
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,
***** *****Customer Answer
Date: 11/03/2023
[BBB Transcription via Duplicate Complaint]
So when I thought this company fixed my loan they never did and the loan company is waiting for an response and never gotten one so now im making another complaint since this is the only way i can get things fixed fast so here we go again with this
Business Response
Date: 11/10/2023
Erie Home apologizes for any inconvenience this may have caused. Erie Home found that there was a missing signature. Erie Home has corrected this.Initial Complaint
Date:10/02/2023
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.
08-18-2023 Erie Construction was paid 34,000 for a roof that they guaranteed to be completely done by a professional and trained crew. During the job I watched a worker drink beer, fall off the roof, and make many other unprofessional acts. The ridge caps look like they were ripped apart rather than cut. Siding has over spray on it. Flashing looks very novice. Was told I had a 30 year warranty at the sales pitch but after roof was done I was informed I only had a 10 year warranty. And worst off all I was told I wouldn't have to start paying finance company for 3 months after the roof was done and would be given 3,500 rebate check. The loan is due the 12 of October and still have not got rebate check and can't get an answer from the people that are supposedly over that part. So now I have a bill I can't afford because they would rather make the sale than put their customers best interest first. I told them I can't swing the bill on my checks and would have to use the rebate check to pay it up until I got my Taxes to pay it up again. I'm 2 weeks away from a seemingly perfect credit score being ruined!Business Response
Date: 10/05/2023
Erie Home apologizes for any inconvenience this may have caused. Erie Home will be sending out the check tomorrow 10/6 with tracking **** **** ****
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