Complaints

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  Erie Home

  3516 Granite Cir Toledo, OH 43617-1172

  
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  Erie Home

  1 Wholesale Way Cranston, RI 02920

  
• 

  Erie Home

  2166 Brighton Henrietta Town Line Rd Ste C Rochester, NY 14623

  
• 

  Erie Home

  1247 N Church St Ste 8 Moorestown, NJ 08057

  
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  Erie Home

  19 Industrial Ave Mahwah, NJ 07430

  

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

• Initial Complaint

  Date:10/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Erie Home to tear off and put a new roof on my home. I chose them for many reasons, including but not limited to: They are a national company with lots of experience in roofing; the salesperson assured me that their workers only do roofs, have lots of experience, and are well-taken care of; therefore, they stick around a long time. The salesman also told me about their proprietary materials which, when comparing the samples I was shown to the samples I had from other roofers, appeared to be of better quality. My roof is what the salesman called "complex;" therefore, my roof was priced at over $60k. I put the required 50% down with the remainder to be paid upon completion. The work was done 9/7-9/8 by crew who arrived in a truck bearing the name of another roofing company. Just before sunset on 9/8, the foreman showed up, said the crew would be wrapping up the job and cleaning up that night. He had me walk around and look at the roof. I asked him about the warped and curling shingles, and I was told that they should flatten out in the sun. I asked about this a few times and each time, I was told the sun would flatten them out. The crew worked until well after 9 PM, in the dark, by the light of their iPhones. Saturday morning, the crew showed up again. I was surprised because I was told they would be done Friday. I had to leave. When I returned home, I sat in my driveway and cried. The crew came back Saturday to put the flashing on the house. The flashing was a hideous color that did not match the house or roof. The installers punched holes in the fascia, dented the fascia, dented the downspouts on my gutters, broke of pieces of the wood on my house, and in the bright sunlight, the extremely poor workmanship was blatantly obvious. Everyone, including a roofing inspector, is appalled by the very poor workmanship and the damage to my home. A PM from Pittsburgh did come by to take pictures on 9/13. I haven't heard anything since then.

  

  Business Response

  Date: 10/12/2023

  Erie Home apologizes for any inconvenience this may have caused. Erie Home will be out on 10/21 to address all Erie related concerns. 

  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: 11/09/2023

  [BBB Transcription via Duplicate complaint] 

  This is a complaint related to complaint #********. The new roof was installed in September, and after I called **** to complain, I learned that I am legally obligated to allow them to make right on the job. When I didn't hear from them, I filed my original complaint and then allowed **** to make right on the mess they made of my roof and home. **** contacted me and told me someone would be out on 10/21. No one showed up and no one called to say they were not coming. On 10/24, they showed up unannounced and from 10/24-26, they attempted to make things right. Sadly, the roof looks no better in some places and worse in others. The ONLY improvement was the piece of flashing in the front under the bedroom windows. Other than that, they managed to make a bigger mess of my home. I've attached a couple pictures of the attempt to make the roof right. Every single one of the "eyebrows" is a mess and there is damage to the fascia as well. I've had a roofing inspector come out and he said this roof is completely unacceptable. He was appalled by the damage to my home, as is everyone else who has seen it. My neighbors have asked me who did my roof so they can make sure they don't hire them. Two other roofers have stated that they would need to start all over because if the roof looks this bad on the outside, there's no telling how bad things are underneath. At this point, I just want my money back so I can hire a real roofer as well as all the other contractors that I will need to repair all the damage that has been done to my home: fascia, gutters, soffit, etc. I will now have to wait until spring to get a real roofer to come and fix everything and I can only pray that I will not have any interior damage due to the mess that they have made. NOTE: I have only attached three pictures, but you can look back at the prior complaint to see the original damage and compare these to the attempt to make things right. The end result is totally unacceptable.

  

  Business Response

  Date: 11/17/2023

  Erie Home apologizes for any inconvenience this may have caused. Erie Home is actively working with the customer to resolve any **** related issues.  

  Customer Answer

  Date: 11/17/2023

   
  Complaint: 20675925
  
  I am rejecting this response because:  I would like this to remain open until the issues are resolved.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:09/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of work done being a roof tear off and replacement to include gutter guards was 8/2/23. All of what was promised by the salesforce never was performed. Also we had several cleanup issues that included blowing off paint on our deck. We were made to sign in duress to "start the warranty" but was in turn found out so Erie could secure that our loan would go through with their financing company. We then agreed after complaining to a price reduction and signed it with the hoped knowledge of having previous issues the gutter guards and other areas would be fixed. The gutter guards were installed and the work was very very subpar. Erie is using a sub contractor to redo the gutter guards and demand I am there to supervise that (why do I need to be there when they are professionals)? I have documented pictures of all the issues from the whole project and now combining with those problems they can not even get best service to have properly install the gutter guards? I really do not want them to come and fix anything since they have not done anything right and I feel it will lead to more headache and my time. I contracted with them thinking I would be glad to have a highly reputable company do the work and thought paying a higher price would make it turn key with no problems and their offered warranty sounded great. I was very wrong from the start as to the planned start date we were to have 2 days notice and that didn't happen ( I assume that since we agreed to what I believe to be 3 times what a roof replacement would cost they started so we wouldn't back out). We initially agreed to $76,000 for an in the industry termed a 50 square roof, and renegotiated it to now $61,873. One of the biggest promises was only Erie employees would be doing the work and all of it has been sub contracted out leading to sub par in my opinion work and as it happened on the roofing part as I watched not getting what was promised there was a language barrier to be able to relay that

  

  Business Response

  Date: 10/04/2023

  Erie Home apologizes for any inconvenience this may have caused. Erie Home came out to the home on 10/3 and addressed and corrected all outstanding issues with the roof. 

  Customer Answer

  Date: 10/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The repairs are not functional.
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 10/16/2023

  Erie Home will be going back to the home and doing a full inspection this week based on the customers availability. 

  Customer Answer

  Date: 10/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Dear BBB,
  
   
  
  I indicated I wanted to outline the whole experience with getting my roof replaced and here is an approximate timeline and the sale and installation that occurred.
  
   
  
  I found the company through a Facebook add that I checked out as I perceived them to be a larger reputable company.
  
   
  
  I have had many experiences with smaller local contractors that turned out that they could not perform as advertised or promised for various reasons so my thoughts were I wanted a company with more resources and experience to do my roof.
  
   
  
  So on July 25, 2 salesman had made an appointment to review our roofing needs and they came at about 5pm when I got home form work to review the scale of putting on a new roof.  ( **** ******** and ******* *******)
  
   
  
  They asked if they could climb on the roof and if we had attic access and I said yes…. They proceeding for about a half hour and then asked if my wife was home and I said yes…. They said they wanted to speak to both of us.
  
   
  
  I took them to our deck table and chairs on the back deck and they proceeding on their sales pitch.
  
   
  
  They had several sales samples and their smaller laptop computers to use to make their sales presentation.
  
   
  
  They proceeded to advise us our roof was in much needed repair and we even had a small hole in the back area…they also indicated our attic was not getting proper ventilation if any and that we had “Ambering” of our trusses potentially weakening them and that needed attention real soon.
  
   
  
  They also indicated that the rest of the roof and underlayment was in really good condition.
  
   
  
  The sales Pitch:
  
   
  
  They proceeded to advise how Erie was the best in the area and that they owned their own shingle making factory and that their shingles ( an exclusive shingle of the thickest and best materials available) could only be put on by them and that the company and shingle factory was based in Toledo Ohio.
  
   
  
  They showed us several samples of the competition shingles and how there’s was so much thicker and stronger and weather resistant.
  
   
  
  They asked us if we wanted a metal roof instead… I said quote us both (shingle and metal).
  
   
  
  So they calculated on their laptops for a few minutes and said that a metal roof would be $146,000 and a shingle roof would be $85,000.
  
   
  
  We said we couldn’t afford the metal.
  
   
  
  They asked me if I knew what a shingle roof should cost and I said no more than $50,000.
  
   
  
  (( The Ohio range in roofs is from $350 low end to the high end with the best shingles and underlayment of $800 per square ( a square covers 100 square feet) and my roof calculated to 50 square so at the Ohio average should not be more than $40,000.
  
   
  
  They said ok and went on with their sales pitch saying that the $50,000 was for a 20 year warranty roof and there’s was guaranteed for 30 years with yearly inspections and any flaws or problems they would fix it immediately.
  
   
  
  Their sales pitch included:
  
   
  
  Metal valleys would be installed in all valleys and that they had an exclusive metal with double ridging that proved fully rain and water resistant and they had a colored metal cover fitting inside the lower ridging that would match the color of whatever shingles we chose.
  
   
  
  They also indicated that the only people on our roof would be employees of Erie roofing company because all other companies will use any laborer they can find and call them roofers or the other companies would put young inexperienced roofers on the jobs. We asked several times that the only people on the roof would be exclusively only Erie employees and they guaranteed us that yes that would be case.
  
   
  
  Their exclusive installation to ensure they sell the best that each and every shingle would have a minimum of 6 nails with the best roofing nails available.
  
   
  
  They would give us 2 days of notice before any activity would begin so we could remove and secure any items that we felt could shake off the walls during the roofing process and any other things like garage access etc.
  
   
  
  They also said all the drip edge would be replaced with the color of our choice which we chose white.
  
   
  
  They also said that they would use vacuums for all cleanup and there would be no trace at all that they were even there.  They also told the story they stand behind that fact, that one customer a week after they installed a roof that a customer got a nail in there car’s tire and they replaced the tire.
  
   
  
  They asked us if we had any box vents and we said yes at least 2 and they said that with their exclusive roof vent caps we would not need any box vents so they were going to eliminate the roof box vents and we agreed.
  
   
  
  So they proceeded to have us sign and they asked our credit rating and we told them… they got our social security numbers and went on to have us sign an agreement.
  
   
  
  They proceeded to tells us it would be $85,000 and we said no we can’t afford that…. They said well let us look a little harder… they huddled for a minute on their laptops and said well we have a deal for you…. they asked what our zip code was and we told them…. They said well then it looks like you qualify in this area then for a promotional “gutter guard installation” too that is a $9,600 value for free….and we can do all of this $76,000… and they said they could only offer this today and it would be higher if they had to come back and we probably wouldn’t get the gutter guard at all thrown in.
  
   
  
  We were happy we were done ( 3 hour sales presentation) so we signed and thinking we had signed a good contract with finally a reputable company.
  
   
  
  So we indicated we were taking a weekend vacation and would not be home for 4 days… they said no problem and we agreed where in our driveway to drop materials with us showing them specifically where the pallets of items would not interfere with our daily lives.
  
   
  
  We went on our vacation and arrived the following Sunday night with the pallets of items dropped off, unfortunately the pallets were not where we said but we worked around them.
  
   
  
  The following Monday morning at 6am they were there tearing off the roof…… no call no communication for the 2 day notice.   Our dog was in a tizzy ( and now is skittish to different noises and we are treating her with medication) and we had not prepared the house for the potential vibration. 
  
   
  
  My daughter who is staying with us for a short stint called me and said they were on the roof.  So I immediately advised my work I needed to come home and see the work in progress. This is the first day of 4 days now for the this roofing project I have missed time at work and the potential issues for missing work and the makeup time I am having to still do.
  
   
  
  Upon my arrival everything looked smooth other than the dog in a tizzy which we tried to settle her down…. We would have kenneled her off site if we had warning knowing that this would be hard on her with all the noises.
  
   
  
  As I reviewed the tear off of the single layer of shingles I saw that a lot of the smaller materials was not being caught on a tarpaulin and seeing those chunks going into the grass and our flower beds and stone landscaping thinking they promised vacuuming and total clean up that this would be a tough task for them. I also notice that all of the little stone particles breaking away from the old shingles showering everywhere that the only way for those to be picked up would be a total inch by inch vacuuming.
  
   
  
  So the next day they were set to start putting on the drip edge and the shingles with the underlayment.  I went to work and reported to work I needed to leave early to check on my new roof installation.  
  
   
  
  I arrived at about 10am that Tuesday August 1st and the first thing I noticed was that there was no metal valleys and they had already had each valley completed.   I called the number of the gentleman they said was our Site Manager ( **** *****).
  
   
  
  He said our salesman didn’t sell you metal valleys since they haven’t installed those in 15 years…. I said we had 1 hour of the 3 hour sales pitch about how we would get metal valleys and the little insert matching our shingles and the double ridging was an Erie exclusive.  He said no no no there wouldn’t be metal valleys and the salesman should have never said any thing about metal valleys….  I said well we are not getting what was promised and he said not to worry that they now use a “California” cut that was better…. I said I don’t think so since my old metal valleys had been there for 29 years with no problems…. He said let me assure you, you don’t want metal valleys since they rust and this new cut is better…. I said ok but I am skeptical.
  
   
  
  So as I watched the roofers continue I notice that 2 of them who were nailing in the shingles were only using 3 to 4 nails per shingle.   So I called **** ***** back and he said you don’t need 6 nails per shingle since there was on over lap and they were getting the 6 nails with the overlap… I said **** I want 6 nails as promised.   He said you don’t need it but I will get it to happen.   So I waited and watched all the guys on the roof and not a one got a call or text…so 30 minutes later I called **** again….he said is the site leader there?  I said how would I know?  He said go see if the big brown truck is there.. I said why?  He said he is the leader and you can tell him….  I looked and no big brown truck… he said ok let me try to reach him…. 30 minutes later I called **** and said well??.... because every shingle going on was not to the agreed deal and me thinking this can leave my roof suspect to inferior application…. He said he talked to the leader and they were now using 6 nails per shingle….. I looked and the 2 were still not using 6 nails….  I called **** back… he said go see the site leader he is there and he just talked to him and he drives the big brown truck…. Me thinking why do I have to do this and what did I contract here??......so again I looked and the only vehicles there were 2 white vans…. So I called **** back…. He said well I talked to the site leader and he fixed it… I said **** the site leader is not here… and the 2 are still just using 3 to 4 nails… he said well you lead people at your work and you know how some employees just won’t do what you ask them….  I am thinking again what did I get into….. I said **** this is suspect work in my opinion… he said it will be just fine and the overlapping will take care of it…. Then he said well, let me help you out… when this is all over I will take you and your wife to dinner of your choice….  I said that would be a really nice for you to do and I would take him up on it sometime…. I said I am not cheap but I liked local.
  
   
  
  So the guys on the roof were not finished and needed to go to the second day… the one gentleman that could speak English asked me if he could park their trailer overnight and I said of course.
  
   
  
  So me knowing I am not getting what I paid for I went to work early and left again early missing more work the next day to “supervise” the job since the leader was not there the day before.
  
   
  
  When I got there the next morning all most all of the shingles were installed and they only had the half of the garage area to finish and then the roof vents and edge caps.
  
   
  
  I noticed one of the gentleman on the ground cleaning a roof vent and I asked what he was doing…( because they committed to eliminate the roof box vents and I was wondering why they were cleaning one) .. he didn’t understand so I got my phone out and used my translator… he said translated back on my phone to ask the guy on the roof…  I yelled up to the roof and pointed to the vent he gave me a hand gesture yes or no… I hand gestured back no and used the throat cutting sign to not put it back on……  ( the new roof cap vent was supposed to handle the venting and the roof (box) vents were to be eliminated). Well again I am wondering does anyone here know what is supposed to be done and how to do it properly???  So I called **** again and outlined what I just had to do…about no box vents and he said he would check….. he called me back and said they sent him a picture of this vent and it was a mechanical vent… I said I didn’t know that and that it needed to be put in…. he said ok and he would take care of it to be installed then…. “ (Picture attached) “…. So at this point I thought great… and went on my day then at home…  an hour later I was inspecting their work and noticed that the mechanical vent was not installed… so I called **** and he said oh it was installed… I said **** I am looking right at it and it is not installed…..he said I told them since it was mechanical ( it is the vent for my kitchen oven and microwave) that it needed installed…I said **** I am looking right at it and is not….. he said well most newer homes now they do not vent them out but just into the attic area any way, to avoid more holes in the roof that could leak…… I said well if you think so….  ( I told him this a this point since my frustration level was causing me to feel sick)…   and I wanted them finished and for sure not to put another hole in my roof that I was thinking could only be another problem.  So now when we run the fan at varied times we hear noises from where debris has fallen down the pipe. I asked my fire department friend about this and if this could be a problem and he said of course if you had a stove fire and the fan was on not going outside but into your attic and say any hot ash got up the pipe you could have an attic fire.  I am going to have to figure this one out….
  
   
  
  So the crew had finally finished and was getting packed up and there was still pieces of shingles from the tear off and some nails and shingle backing liners and the little pieces of stones from all the tear off all over the yard, the deck , the sidewalk and the landscape rocks.  So I called **** and he said they will clean it up… so they walked around and got most of the bigger items but no all the littler pieces…. So I called **** and he said well you’re the customer tell them what you want done…. I said why do “ I “ have to tell them to do the job that was promised… he said go ahead and show them and tell them exactly what you want… so I tried to translate to the guys exactly what I wanted but it was a struggle… I had to even get on my own hands and knees and show them how to pick the items out of the grass and then showed them the stuff on the deck… I asked them when they were going to vacuum.  They showed me leaf blowers and said they do not have any vacuums… I said you are supposed to vacuum… the guy shook his head… and pointed to their leaf blowers and said “ no vacuum”….. just this… and he showed me the leaf blower again.. then they started blowing the little sand particles everywhere…  and when they got onto the deck the leaf blower power was so strong they started to blow the paint off the deck floor…… I was in shock…. So I said stop…. I called **** and he said they have to clean it…. I said it was supposed to be vacuumed and they are blowing the paint off… he said well tell them what you want…. I want it done right….
  
  So now I have paint off my deck exposing my boards and deck to the elements for potential weathering and who knows what else …mold, structural damage. Etc…   **** asked me if the site manager was there and for me to tell him what I wanted done….. I said he wasn’t there.. he said is the big brown truck there and I said no… he said he will call him and find out what is going on…. **** called me back and said he was on his way…. ( me thinking why he wasn’t there again for the whole thing)…. So about 2 hours later the site manger showed up and he could speak English….( ***** ******** who is part of the SUB CONTRACTOR doing the job…. Not Erie Roofing…. This company is called Roofing and Remodeling Group LLC) He asked me what was going on… I said I am very, very upset and nothing was going as promised… I showed him the stuff in the grass and the team was going around trying to pick the items up out of the grass…. I said I was promised gutter guard and he said I wasn’t… I said why not.. he said it wasn’t on his install sheet… He said he could do it tomorrow….I said no!!... I wanted Erie Roofing to do it not a sub contractor……   so he said my guys are saying you are very particular in what you want I said….*****…
  
  $76,000 I should get a turn key job…. He said yes you should and I see why you are expecting this… he said but here is my contract sheet with Erie and this is all we are supposed to do… the roof and that is it for $5,800… he went on to look at the deck and said oh… I said yeh oh!!  He said they never use vacuums and only leaf blowers and he was sorry…. So he talked to his team some and then they proceeded to crawl around even more and clean up… they also unfortunately took out abrasive hand cleaner from there truck and cleaned spots of something off the house exterior walls and now the walls have spots that are miss colored on the vinyl siding ( picture attached)…  so they eventually packed up and left….
  
   
  
  So I asked **** what could be done… he said the regional manager will come out to discuss this situation…… **** said he described the situation to him…… they set a date for 8/7/2023… when I got home from Work ( had to leave a little early to be there) …. **** and a gentleman by the name of ********* ******* was there looking things over with my wife…… we introduced ourselves and ********* asked me what was going on… I said I have not got anything I was promised…and the deck needed repaired…. He said he looked at that and said the deck was older and it was not a big deal.. I said it is… paint seal had been removed and it could lead to a full replacement… he said what would that cost a and said an estimate I got was $38,000 plus…. He said no way.. said yes and then I said there is sand all over the place and now in the grass and it could lead to people getting it on their shoes and carrying it and scratching our new hardwood floors…. He said that is ridiculous… I said it is not and I would probably have to call in ******** to clean it up and who knows what that would cost… I said we did not get metal valleys and he said we don’t do metal valleys… I said we were promised them…. Then **** said I told you we do not do metal valleys… I said I don’t care I wanted metal valleys of what I paid for and didn’t get….. ********* said well this is better….. even so I said we are not getting what was promised….. I then said why didn’t we have only ERIE employees on our roof…. He said they contract that out…. I said well again what was not promised…… he then said ok what will make all this go away… I said re-do the contract for $56,000 and install the gutter guard… he said you are getting the gutter guard.. I said good then $56,000 … he said no way.. we can’t go that low…. I said an average roof in Ohio at the high end is $800 a square and this roof is 50 squares… so even $40,000 is fair….. he said I don’t where you got that number but we have more than that in the roof and we can’t go lower than $1,250 -per square.  He looked a this note book and said ok… we can do $66,000 this is my final offer and said I am going to my car and let you and your wife discuss it….  So my wife and I said ok to each other but still unhappy thinking they could do more but I said I wanted them done and out of here and she did too and not to touch anything of ours again after they do the gutter guard…  so I said to her the gutter guard will be better since they know we are very unhappy….. she agreed…. And we walked to his care to say ok…. I said ok to *********.. then he asked if we was military or had military in our family and we said yes … he said ok I can take more off the project….down to $61,873… I said ok we will sign that contract with still the gutter guard to be installed and he said yes that’s it.  We signed it and shook hands and even took him to our garden and shared pickles with him since he drank pickle water and gave him a sunflower to take home…
  
   
  
  Then the gutter guard issue is still going on even to this day 10/16/2023 of incomplete and inferior workmanship…. I just got a call this morning from the gentleman putting on the gutter guard saying his boss ****? Called him ( I assume form the BBB claim) that the work is not done yet to my satisfaction…  I told him no and he needs to get with **** to get it straightened out…
  
   
  
  Looks like another email will follow with more pictures… the files are too large for e-mail…
  
   
  
  Sincerely,
  
  ****** ********
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 10/25/2023

  Erie Home has came to a settlement agreement with Mr. *******. 

  Customer Answer

  Date: 10/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I have agreed to A plan... but they need to PERFORM AS PROMISED.....Knowing Erie needs to respond to these inquiries the statement resolved is yet to be determined.   The plan is to replace the house gutters since the last gutter guard install ( agreed by **** on the phone with me yesterday that Erie had ..quote)... "REALLY MESSED THIS ONE UP" and the gutters have multiple screws in it that was way too many screws.

  So currently it is agreed that as soon as possible before it gets too cold a team will come and install 5" gutters and a new gutter guard.   Also discussed with **** of Erie that the roof has not settled yet and there is spots where the roof shingles are not laying flat.  He said well they should have and i said yes..... he asked how long the roof had been installed and I said since August 1st.. he said well definitely they should have laid down with the heat.  I said yes but there is at least 50 spots where they are not... he said well he will also get his roof assessment team out to look at that too to replace the bad ones....  

  For me that will bring a question into this "replace" the bad ones..... the bad ones are on the bottom..... so as a roof goes on the first ones down are the bottom ones... and everything lays up to the top one on top of the other starting with the bottom ones...  if one fixes the bottoms one how can you not break the integrity of all the ones going one by one to the top....????   Shingles get hardened after application and will break when moved or stretched... so this "fix" for me is very questionable.. I do not want "patches" on my newly installed roof!!!

  Also **** and I discussed that there is several "at time of installation" caps that were installed that are broken.. he said he did not see those in the pictures I sent but they are clearly there in my Emails... so he said ok then the roof assessment team will look at those also... but again they start on the bottom too and a new roof should not have to be "patched" if it was put on properly from the start.  We did not pay for "patches" .  

  ****** ********

   

   

  
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:09/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a new roof installed with a 30 year warranty 7/2019 ! I have had leaks and water damage in my house that they have sent people out to look at roof and promised Id hear from someone about my inside damage I have not ! I have more leaks thst need fixed they need to resolve the issue of poor installation of *******

  

  Business Response

  Date: 10/04/2023

  Erie Home apologizes for any inconvenience this may have caused. **** has spoke with the customer and he does not have an active leak. He was going out of town but we have him scheduled for an inspection for when he returns 10/9-10/11 pending his availability

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20656009
  
  I am rejecting this response because:
  They were to call and schedule a time to come out and fix my damaged drywall last week I have not heard from them - they told my husband they would come Monday or Tuesday of this week to fix my damaged drywall in the house . 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/18/2023

  Erie Home came to the home today 10/18. We are waiting for three invoices for the damages done so that we can take care of that. 

• Initial Complaint

  Date:09/25/2023

  Type:Order Issues
  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 paid almost 25,000 to Erie Home to repair my basement walls, water proof my basement and replace any damaged downspouts. I was also promised an 18 month same as cash loan. The project was quit a month ago, but never finished. The downspouts were never replaced. I was told which ones needed replaced and that I had to do it myself, even though I paid Erie Home to do it. The 18 month same as cash loan is a traditional loan, which I told the representative I do not, will not and have never done a traditional loan. He assured me before the project it was an 18 month same as cash loan. When Erie Home came out to fix the loan they tried to charge an extra 4,000+ dollars, which was not agreed to so I did not sign the paperwork. I was told I would be getting 4 more I beams free of charge for all the things that were promised by the representative that were not done. This is the extra 4,000 dollars they tried to add on to the loan. There is still a huge hole in the basement wall to the exterior of the house that has not been repaired. The basement floor cement was supposed to be smoothed out because it is put down choppy and uneven. I want my basement fixed properly and I refuse to pay this company until they complete the services I paid for.

  

  Business Response

  Date: 10/09/2023

  Erie Home apologizes for any inconvenience this may have caused. Erie Home will be out on 10/12 to address the concerns.  

  Customer Answer

  Date: 12/14/2023

  [BBB Transcription via Duplicate Complaint]

  Erie Home is coming out tomorrow for the 3rd time to do a complete tear down and redo on my basement. They have ruined many items in my basement with their recklessness. Not to mention the pain and suffering I have had to endure cleaning up for a month after each time they come out. My 18 month same as cash loan was put on a credit card with *****% interest. They will not fix this problem unless I pay more money. I have had to supply all the plastic to cover my belongings and cover it myself, which takes hours to thoroughly cover. They never put in a new breaker for the sump pump because they dont have an electrician at this time. They said I have to find and pay someone myself, when it is part of the service of putting in a sump pump. I have spent many hours trying to get this job done correctly and Erie Home keeps royally messing it up. At this point I want them to finish what they are doing and give me my money back for pain and suffering. Or at least correct the loan and deduct the amount Im going to have to pay an electrician to finish the job. Also deduct the amount I will have to pay to have new downspouts put in because that was also quoted in what I paid for. I havent gotten several services I paid for and they have excuses why they cant do it. I do not feel I should pay full price for a job only half done and not done correct. Alert **** should pay for damaging my TV and soaking and ruining numerous electric devices in the basement.

  

  Business Response

  Date: 12/18/2023

  Erie Home has went out to the home and addressed all the outstanding issues. 

  Customer Answer

  Date: 12/22/2023

   
  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:09/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contacted Erie Home and they came out to demonstrate their "fiberglass" roof. What they showed us was a "rigid" fiberglass system. This is NOT what was put on our roof. When we contacted them is because we had a "wave" on our roof, our shingles were still good. When they sent their crew out, they just showed up at our house, threw ladders up and started tearing off our old shingles. Didn't introduce themselves or anything. They didn't lay down tarp they way they were supposed to, they threw shingles and debris all in our driveway and blocked our front porch to where we couldn't even get out if we wanted to. They only had two people that spoke English. They didn't even have a property manager or supervisor to oversee anything. They threw bundles of shingles on our roof so hard that it bounced our chandelier in our house off the hook, and it landed on our dining table breaking it! Then we were sitting on our front porch watching them and they started ripping our gutters off! My husband was hollering at them to stop because those weren't supposed to be touched. Only one gutter was to be installed between the deck roof and main roof and that was included with roof by sales rep ********************************** Not only did they damage our gutters but they ruined our gutter guards as well. My husband told them put it back but it was now warped and didn't lay right. Now when it rains it gushes and they are full of debris and trash left by roofers. They didn't do underlayment as promised, as our original roof wasn't vented properly and that's why it needed replaced. There was a "wave" in our roof line and it was still there when they finished roof. They also used corregated board and painted it black to cover it up. Never told us about rotten fascia boards either. They knew it needed to be redone & said so. *********************** prop manager as much as said so. Had me send pic after looking at it himself. Was offered $1000 frm Corp to repair deck roof. Said would be fix before first pay due!

  

  Business Response

  Date: 09/29/2023

  Erie Home apologizes for any inconvenience this may have caused. Erie Home will be out on Wednesday October 4th to do a full inspection and address all outstanding concerns. 

  Customer Answer

  Date: 10/08/2023

   
  Complaint: 20620713
  
  I am rejecting this response because: It's not that I'm "rejecting it", I'm waiting to see what happens. I didn't want the case to close automatically and only had 10 days. They came and inspected but I am still waiting to see what happens with my roof, gutters and damage done to my deck ceiling etc. I had to pay another roofer because I got no response from them for months, we were ghosted! I want to know the issue is resolved to my satisfaction before I agree and close the case. I just don't want to "accept" and say all is good and maybe it doesn't turn out the way I want it too. Yes, they responded and want to make it right but that's all that's happened so far and this isn't my first rodeo! We notified them the roof was damaged since day one, that was **** 27,2023 and didn't get a reply til we reported here. So yes, we are a little hesitant. The roof needs to be replaced, and yet no supplies have been delivered or anything. So we'll see.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/17/2023

  Erie Home is still actively working to address ************`s concerns. 

  Customer Answer

  Date: 12/05/2023

  [BBB Transcription via Duplicate Complaint]

  I had submitted photos on prior complaint and Erie came out to repair the damaged roof that was not done right since day one. *************************** their project manager has gone above and beyond to try to get this resolved. But we have come to a stand still yet again. They repaired our roof but left trash and debris all over our attic. We keep getting the runaround on making us whole on what we went through to begin with. We had no way of contacting anyone, didn't know til after the fact that both project managers had been fired. Since no one would return our calls we had hired another roofer to repair our roof, they in turn cut metal to our home measurements. We had to pay for that out of our pocket and we cannot use that metal roof. We got our deposit back from ******** Roofing minus the metal roof which was $3951.53. We also paid an attorney $5000.00, paid for a new chandelier because ours got broken when the first roof was done and the roofers dropped a bundles of shingles on our roof. We kept getting told we would be reimbursed, never happened. Our covered deck is damaged from 1.5 inch nails coming through and causing the ceiling to split where they came through. That never got repaired and will cost us over $3500 to repair. They didn't want to compensate us like we would like they offered to take $12,000.00 off of our financing. ******** told us he would be back within 2 wks with a contract to resign and that never happened. We have texted and called him, keep being told he's working on it and it's up to the corporate office. This has been going on since June and we just want it done and be made whole again. We are out a lot of money for their mistakes and lack of communication. None of this is our fault and we shouldn't be punished or be at a loss for their lack of communication.

  

  Business Response

  Date: 12/13/2023

  Erie Home apologizes for any inconvenience this may have caused. Erie Home has not received any estimates for the $3500 in damage for the Tiki Bar. Erie Home will gladly take care of these damages once we have received the estimates. As for the down payment to the other roofing company, Erie Home is not liable for that for that as the customer only reached out to an old Manger who was no longer with the company instead of the **************** team, which is on all contracts and contact information that was given to the customer. 

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20620713
  
  I am rejecting this response because: I did not just contact the "project manager's" that were fired and had no idea they were fired! There was no communication with this company what so ever. I contacted the main office in *********** and left messages with the assistant ***********************, left text messages with ********************************* which was the salesperson, he could've responded and told us who to contact. All we knew was the project managers, and the office in ***********. We were only asking to made "whole" again, not asking for anything more than what was done to our home. All we wanted was our roof replaced and we got a damaged roof, a damaged tiki bar roof which ***************** has seen not by just the pictures. This whole thing has just been one big nightmare and all we wanted was a roof replacement plain and simple. Not only that I included copies of receipts of my broken chandelier which they promised to replace and didn't. I can easily get an estimate for the tiki deck damage. No one will communicate, we feel like after they repaired the roof we got ghosted. We spent a lot of money that we shouldn't have had to spend if they had done our roof right in the first place. We shouldn't have had to even contact another roofing company. We had no clue that the project manager's were fired or the office assistant either. With that being said, someone should've followed up after emails and calls left at the *********** office. We notified them since day one that our roof was installed that we had problems! Had it been done right the first time, we wouldn't even be here! I've never seen such a nightmare of a job in my life.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid over $20,000 for a roof and it’s leaking and they won’t come and fix it

  

  Business Response

  Date: 09/18/2023

  Erie Home apologizes for any inconvenience this may have caused. Erie came to the home and inspected the chimney and determined that the fumes that were coming from the house was through his bathroom vent that was not connected to the outside. Also, throughout the inspection there was compromised mortar joints that cause the chimney to let in water. Chimney crown and joints need to be serviced.

• Initial Complaint

  Date:09/08/2023

  Type:Service or Repair Issues
  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.

  Date of contract - 8/10/2023 for the purpose of providing a new roof to the house.
  
  Our dispute. Upon completion of the roof, damage was noted to the siding/trim in areas where they worked and in areas they installed. As well as miscellaneous items such as loose "string" handing from under the shingles, and palate of materials lest over.
  
  Discussion has gone back and forth for ~2 weeks without resolution.
  
  They sent a subcontractor's worker out to work towards resolution once. Due to language barrier I was unable to clearly communicate the issues with him nor understand what he was working on, and he left without any inspection or review of remaining issues.
  
  Since then Erie has repeatedly submitted the job to the financing company as complete despite my repeated conversations informing them of the remaining issues.

  

  Business Response

  Date: 09/20/2023

  Erie Home apologizes for any inconvenience this may have caused. Erie Home came to the home on Monday 9/18 and addressed the concerns the customer had. 

  Customer Answer

  Date: 09/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: while Erie has resolved the issue on the siding of the house, they have yet to resolve the "string" and the palate of materials they left behind.  They have also not picked up the leftover materials from their remediation.
  

  The subcontractor left on the 18th without any review of the work done, nor notifying me they were headed out and this meant I did not have a chance to point out the items they missed.  I still have yet to review the issues with a fluent English speaker with the subcontractor during daylight hours.

  Attempts to work with the company since the 18th (verbal communication on the 19th, 20th, 21st, 22nd, and 25th) have led to a couple days when they said they/the subcontractor would be out/contact me (22nd, 23rd, 26th) only for them to not contact me nor send anyone to the house as of this writing.  The issue as initially presented remains unresolved.  Erie has submitted the job as complete through financing again despite my informing them on aforementioned calls the job remains incomplete.
  
  
  
  Sincerely,
  
  
  
  **** ******

  

  Business Response

  Date: 09/27/2023

  Erie Home spoke with the customer today 9/27 and all outstanding issues were addressed today during the final clean up. 

  Customer Answer

  Date: 09/27/2023

  
  
  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:09/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 08/29/2021 ***** ********* we gave them a check for 5000. the deal fell threw.
  Now no are answering our calls. there was no worked performed just a sales pitch.

  

  Business Response

  Date: 09/07/2023

  Erie Home apologizes for any inconvenience this may have caused. Erie Home is getting the check in the mail today and will be overnighted with Tracking number **** **** ****.

• Initial Complaint

  Date:09/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February of 2023 we decided to go with Erie Construction to roof our home. We were told that the work could be completed in about 2 to 3 days. We were also told that the contractors would remove the lower portion of the siding were it meets the roofing material, install the flashing, trim the siding to allow for the added thickness of the metal roofing material, and reinstall the siding. This was supposed to be standard practice for their installation. This is not how the work was done and as a result they damaged the siding on our home and reinstalled the siding by putting screws through the face of the siding which will allow water to get through to the wall. There were many other issues with the install such as empty screw holes where a screw was installed and then later removed, roof panels that were cut too short leaving a gap between the sky light flashing and the panel, bent aluminum soffit where the contractors had tried to force the roofing panels under the soffit without trimming the parts for clearance, the aluminum fascia was cut poorly for the rain to drain. After I had brought up all of these issue up to the contractor lead it took many months for them to send out contractors to fix all of these issues so that I could sign off on the final paper work. I told them that I wasn't signing the papers until the work was complete. Erie kept sending contractors to my home to fix other contractors issues without any clear direction as to what they were supposed to do and wanted my wife and I to get on the roof to show them what needed to be fixed. Eventually, once the roofing issues were fixed, we were told that we needed to sign the paper work for the roof and they would give us two amendments. One to come fix all of the damage that they did to the siding and the second one was for them to come and install the gutter system. Erie had the gutter system done in about a week after signing but we are still waiting for the siding to be fixed now in Sept. 2023.

  

  Business Response

  Date: 09/18/2023

  Erie Home apologizes for any inconvenience this may have caused. Erie Home has received the siding and will be reaching out to the customer to schedule the repair.

  Customer Answer

  Date: 09/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was told by an Erie representative that came out to the house to look at the damage to the siding that the siding was in on the 8th of September and that they would be contacting us soon to set up a time to make sure the siding matched the existing siding. The Erie representative was adamant that we would be unhappy with the siding no matter what they did because it would not match the color nor the texture. Erie damaged the siding while replacing the roofing and should be held responsible to fix what they damaged even if that means that they have to replace all of the siding. They need to do whatever it takes to make it match. Erie's first response to the BBB was on the 18th stating that they would be contacting us, 10 days after they already told me that. It is now September 26th and we still have not been contacted by this company to schedule anything. In my experience with dealing with Erie, they never contact us to schedule work. We have always had to reach out to them to get them to come back out to the house to finish work.
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 10/03/2023

  Erie Home has an appointment with Mr ****** for 10/4 for him to inspect the new siding to make sure it matches to his specification. Once approved by the homeowner Erie will return to the home and install the new siding. 

• Initial Complaint

  Date:08/30/2023

  Type:Customer Service Issues
  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.

  The transaction took place Tuesday, August 22, 2023. It was a proposed roof replacement. After 4 hours in the home, long past our willingness to be awake, the salesman explained about the 3 day right of recission, and had us complete a credit application for the roof job.
  
  Less than 12 hours after he left our home I texted and called him to cancel and rescind the deal. He called back, argued, making insulting remarks and then promised to bring over the form to rescind the sale. I let him choose the day and time of the appointment. on the second day of the 3 day right to rescind the deal, he called to say that he could not (or would not) come to the appointment which he selected.
  
  His behavior has been totally unacceptable, and I suspect that he will not allow us to rescind the order, even though we have informed him and the office manager of the company of our desire to cancel the deal.

  

  Business Response

  Date: 09/06/2023

  Erie Home apologizes for any inconvenience this may have caused. Erie Home cancelled this contract on 8/25 when they learned the customer wanted to cancel and all monies have been returned to the customer. 

  Customer Answer

  Date: 09/08/2023

  
  
  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,
  
  
  
  Dr. ****** *****