Complaints

This profile includes complaints for Erie Home's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Erie Home

  3516 Granite Cir Toledo, OH 43617-1172

  
• 

  Erie Home

  1 Wholesale Way Cranston, RI 02920

  
• 

  Erie Home

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

  
• 

  Erie Home

  20 Leonberg Rd Bldg D Cranberry Township, PA 16066

  
• 

  Erie Home

  Harrisburg, PA 17112

  

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:06/16/2023

  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.

  had a tub surround installed 8-2017 have had various issues with this install? 12-20 the back wall of the surround came loose from the tile, was not properly glued. called and they fixed, but forgot to bring the proper caulk was to be grey, brought white, not happy, 2-21 water got under the liner and was unstable to take a shower. called came out to find that the drain was causing the problem not properly installed again. 5-23 called to tell them that we have water under the liner AGAIN. waited to hear from them. Called again 6-2 for any info no one ans left message. **** for the service called 6-5 wanted to come and see, he came 6-6 and inspected took pictures and said he will get back with us. called 6-10 **** for update, left message. 6-12 again called corp office 1-************ talked with ******, she said she would relay message someone to call me back. never called. 6-15 called corp. again spoke to ****, she got **** on the phone regional mgr , he said he would investigate on this and call back with in 5min, hours later he called, L/M I called when got home and he did not ans.1-************. called him 6-16 he told me that the issue was not covered under the warranty and could not do any about it. I said now what should I do? Sorry. so I said OK good by. Now this project was 7000.00 and should not have that many issues. I will never recommend this company to anyone. I posted a complaint on Facebook, and got a response from a person who just live a few houses from us who had Erie install windows, and they had issues with them also. We are seniors and 7000.00 is a lot of money only for 6ys installed. **** ****

  

  Business Response

  Date: 06/20/2023

  Erie Home apologizes for any inconvenience this may have caused. Erie went out to the home in 12/2020 when the customer advised the caulk was failing, at this point the caulk was out of warranty as the tub was purchased in 2017 and the caulk is covered for 1 year after purchase and no harsh chemicals are to be used. We did an inspection and found harsh chemicals were being used but as a one time courtesy we recaulked the tub. Customer called again in 2/21 and advised of a bubble between the tub liner layers, after inspection we found the tub was being overflowed due to slashing and roughhousing. We did at this time as a courtesy pull the drain and vent and drained the water from the layers and resealed and reinstalled everything. We also informed the customer at this time that he has now voided his warranty for the continual use of harsh chemical and failure to maintain the caulking around the base and wall kit per the warranty.  

  Customer Answer

  Date: 06/22/2023

  [BBB Transcription via Email]

  Hi, I downloaded some pictures of the tub issues. there was a video but the file was to large so I could not do it. the soap area was where the water came in after a investigation. I took out the caulk and found the large space about 1/4 in size not even meeting the wall panel it is cut crooked. Had to clean it and re caulk  We had to slit the liner to get water out, the video showed that very good, the black line you see is the mold that is stuck under the liner. we do not know what the issues re going to be when they tear out the walls and replace??  These guys did not know how to install these tub surrounds. I do not think they do many of these. I know a little about improvement stuff and watched videos DIY. Thanks **** ****

  Customer Answer

  Date: 06/23/2023

  [BBB Transcription via Email]

  ********, I forgot to respond to the last letter. They said we were using harsh chemicals, and roughhousing ?? well that is funny were 68 yrs and roughhousing that caused it to fill up with water? We only used MR Clean scrubbing pads, those are safe for anything.Well I do not want them to touch anything!! There will be more pictures coming when they tear out the old tub but will not be for 8-12 wks? I just hope there is no rot,mold. **** ****

  

  Business Response

  Date: 06/27/2023

  Erie Home does apologizes for the inconvenience, however Mr. **** has voided his warranty.  

  Customer Answer

  Date: 06/27/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they told me the warranty was not valid when I talked to them. So what was I going to do with water in the tub? Had to get it out somehow. Well i know that in no way will I ever have them do any work for me or recommend to any one. Case closed, **** ****  we got taken for a ride!! 
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:06/16/2023

  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.

  Hijacked my email address to send advertisements to my email, so they wouldn't automatically go to my junk folder. It is an incredible violation of privacy for someone else to originate emails from my email address. I got 2 such emails in the same day from them. That is a super shady and despicable way to advertise.

  

  Business Response

  Date: 06/19/2023

  Erie Home apologizes for any inconvenience this may have caused. Erie Home has sent this to the marketing team to have removed and usually takes 24-48 hours for it to take affect. 

  Customer Answer

  Date: 06/20/2023

  
  
  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:06/16/2023

  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.

  Today June 15,2023 I watched a TV advertisement on a revolutionary roof. I went online to request a quote. I provided personal contact information but didn’t receive anything.
  
  Instead, I received a call. The lady took my information again, and asked name, how long I owned house, the age of my roof, home size, address, email and phone number. Again.
  
  I thought I’d get the promised quote. Instead, I was told they were booked in my area so unavailable but that I would be notified. I still thought I’d receive an estimate or a thank you with contact. But again, received nothing.
  
  In afternoon I went to website, chatted live where I provided my email and first name, hesitant to give my personal information again. The person wanted more and I asked why the couldn’t look me up to not repeat everything. I for her name and direct contact. She refused and gave me general number—It’s absolutely frustrating to give my information multiple times but be unable to get a real name and direct work. That was too much to ask. I asked for a supervisor or head of sales/advertising name or number. She refused, said dint have it and ended chat twice.
  
  I went back to website & called their 800 number. I again gave my name and number, hoping for status or next steps. Remarkably they weren’t able to find a thing on me, and yet another lady proceeded to request all my other information with the same line of questions. I refused.
  
  Alarmed, I went to website no office in Texas yet advertising locally. Why they advertise when they can’t service, promise something they don’t deliver, and lie about where they do business after collecting l this information is disturbing.
  
  I want this company to delete my information and ti never contact me. If they don’t respond or I receive a call, I will report them to the television station where advertised. That’s abusive, careless and very least disrespectful. I will never give my business to this company.

  

  Business Response

  Date: 06/21/2023

  Erie Home apologizes for any inconvenience this may have caused. Erie Home has removed any information and will add to the do not contact. 

  Customer Answer

  Date: 06/21/2023

  
  
  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:06/09/2023

  Type:Billing 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.

  Erie Home and Erie Construction Mid-West LLC had two salesmen come out to our house and give us an estimate on a price for a new roof. The two men who came out showed us the samples of the products they would be using and how they were made specifically for their company. Which is untrue because the products used for our roof are the standard products that any roofing company can buy. The products they make are shipped from their warehouse straight to our door to ensure they were not handled by anyone else, therefore ensuring the quality of their materials. We were told they DO NOT subcontract, but that also was untrue because we had a crew of men, with no company name on their truck, or clothes, and didn't speak any English show up. They tore off the old shingles and put new ones on in one day! Because no English was spoken, I couldn't communicate any concerns. The office for Erie was closed this day also because they set the work date on a holiday. I couldn't contact anyone. No one from Erie Construction or Erie Home has showed up while the work was being done or after. They sent out the manager for the crew they subcontracted but he is only the manager of the work that was done, not the company in charge of ripping us off. Those two salesmen that showed up that day led us to believe the roof price, total package, everything included was going to be 40,000. Nothing extra! That was already asking too much for shingles on our 1200 sq ft home! We signed paperwork with the impression that we were signing for monthly payments of 410.35 for 8 years. When looking in the contract after the work had been done I saw where the price with financing comes to 73,000! I did not sign for that! I have called them to negotiate a price change and I'm threatened with a lien on my home. All I'm asking is to change the price to the price to 40,000 with financing already included. Even that is giving them too much money! No other company I spoke with has estimated even half that price!

  

  Business Response

  Date: 06/19/2023

  Erie Home apologizes for any inconvenience this may have caused. Per the signed bank docs by the customer they were aware of the interest and the total amount that would be paid. Customer does have the accessibility to go out and get their own financing and pay the balance due to the lender. 

  Customer Answer

  Date: 06/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am rejecting this response because: About those "per signed bank docs"... We were lied to and led to believe that financing, cost of materials and cost of labor, would all be part of the 40,000. The two double-dealing salesmen that were here used a bait and switch move to make the sale. I was contacted by Erie to remove my complaint. My complaint is here to let other people know that Erie is capable of doing to them what they have done to me. A shingled roof for a 1200 sq ft home should never cost 40,000 and then 73,000 with financing! Come on now, you're not roofing with gold! They will claim their materials are different and special to just their company. The shingles they used are IKO shingles, and any roofing company has access to them. They claim their underlayment isn't found anywhere else but through them. It's a synthetic underlayment and that same material can be found through Owens Corning, Dupont, Epilay, GAF, etc. Erie has their name on the underlayment that was used, but keep in mind that the average cost for that same synthetic underlayment is no higher than 5.00 per square foot roof. For a roof my size that would total around 6,000. The average shingle install for a 1200 sq ft roof, on the high end, is 15,000, UNDERLAYMENT INCLUDED. Even if it wasn't included but added onto the 15,000 that still wouldn't equal 40,000!!!! But here we are, duped by Erie, and the only thing I can do is shout out a warning to anyone else who might decide to do business with them. They are pricing their services WAY above it's worth! If I could finance again to pay off this smug company, I would. But unfortunately I am unable. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 06/21/2023

  Erie Home does apologize for any inconvenience this may have caused. Erie Home does have a 3 day rescission policy that allows for customer to cancel their contract. The contract and financing documentation was all signed by the customer stating they understood the terms of the loan. Erie has explained to the customer that she will only pay $73,00 if she makes the minimum payment for the term of the loan (180 months) with the interest that does accrue. Customer does have the option to secure her own financing through a different bank of her choosing and repay the balance to the lender. 

  Customer Answer

  Date: 06/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: We can go back and forth about what Erie ASSUMES I knew that day. And stop waving around the stupid contract to try and prove I saw the noose that was about to be slipped around my neck. Maybe you should put the finance charges on the same page where the customer signs so that "sign here" isn't the only thing they see. That way I could've sent your boys packing immediately! I keep thinking back and wishing I should've grabbed that tablet and scrolled up to see the total price before signing! Or checked my email before the three day cancelation period was up. Or checked the BBB, or called another company for a price comparison. But I didn't. And this whole time Erie still can't budge on the price. Customers need to know that 40,000 before any financing is a ridiculous price for shingles! Call anyone else before Erie! Call four of five people before Erie! Then call Erie for an estimate. You will see for yourself the price gouging!  Even if I were to finance through " a bank of my choosing" I'm still paying INTEREST that charges me more than the 40,000!! The only blessing would be that I would be done with Erie! But unfortunately I'm not able to and so we're stuck together for 15 years! We were lied to about EVERYTHING Erie says they are. But what do they care anyway? They still walk away with 40,000, the bank walks away with 33,000 in interest and I'm the sucker who just called for an estimate on a new roof. Enjoy your cruises, enjoy your boats, enjoy all your luxuries at my expense. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:06/09/2023

  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.

  After being pressured into a sale we reluctantly agreed hoping we would recieve better quality and service for their expensive price. Everyone prior to the install was really great (probably just to get the sale). We were unsure of the drip edge color we wanted. The install manager *** said "no problem we will bring both colors, hold them up, and you can tell us which one you want. They only brought black and installed it without asking. Theres many appearance issues I don't think we should be looking at for the price we paid. Examples are ugly shingle cuts in valleys, exposed nails, some have clear silicone but easy to see from ground, and drip edge hanging an inch past the facia. Whats worse there are nails to low and exposed with no sealant. I have contacted and sent pictures many times. We are now going on 4 months from install and all I get is a run around. *** keeps saying he will get someone out and never does. I really hoped I could say "yes I paid more money but it was worth the quality work" that's not the case at all. I could have paid half as much and had a way better job. With this service I can't expect them to ever honor their warranty. I really just want a new roof done correctly and beautifully, but I dont think this company has the capability of doing that. They have a beautiful metal shingle product I almost bought for twice as much. Thank God I didnt.

  

  Business Response

  Date: 06/20/2023

  Erie Home apologizes for any inconvenience this may have caused. Erie Home went to the home today 6/20 and re-did the drip and and corrected the caulk. 

  Customer Answer

  Date: 06/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Our cameras do not show any activity of the company coming to our residence. There was 1 person home who saw no one. When I personally got home I looked at the roof from the ground and 2nd floor windows that overlook portions of the roof. Nothing looks different. Drip edge looks the same, the nails in the top rows still have clear caulk. Most importantly the nail that was to low and could cause leaks is still there. They would probably need to ask us where that nail is to fix it. I'm extremely  frustrated  that now it seems this company is completely  lieing about any attempt to fix the problem. I will also be contacting  the attorney General.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 06/27/2023

  Erie Home apologizes for the inconvenience. Erie Home will be on site Friday and Saturday 6/30-7/1 weather permitting.   

• Initial Complaint

  Date:06/05/2023

  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.

  On 1/18/2023 entered into a contract for a new roof. Two salesman came and told my wife and me the process. We were told that the installers were trained by Erie. (they contracted out to a company that seemed had little experience) The day of install, they damaged the siding on my house. They destroyed the gutter caps and damaged my gutters. They damaged and dented the roof flashings. The sheathing is not attached in some areas beneath the roof. Overall the roof looks very sloppy and hastily done. Some of this was conveyed to Erie the day of the install. Two managers came out and then a regional manager. The first stated "they looked like they were rushing but we will fix any issues. Next supervisor comes out and says "we'll work on it until you are satisfied". Finally the regional manager says he is trying to work with me to resolve any issues. None of these issues were resolved. Any issue I pointed out to the last two they stated, "it looks good to them" I was told they would send a 3rd party to look at the roof. That never happened so I had a professional inspection done confirming my issues and more. They all told me a check would be issued to fix the gutters. Each one saying it was in the mail. Then according to the first manager, "they want me to sign the completion statement before they do anything. The regional manager states, "sign the completion then we will handle this under the warranty". The warranty is for the roof not the damages. I would sign once they fix my damage and the other issues. They are applying pressure to meet a completion deadline and leaving me stuck paying for the roof and the damage they have caused. Totally unfair, totally overpriced, and totally misrepresented.

  

  Business Response

  Date: 06/05/2023

  Erie would like the
  opportunity to gain access to the site with a third-party inspector to review
  and verify the areas of concern in an effort to reach a resolution.

  Customer Answer

  Date: 06/07/2023

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

  I have sent business documentation listing concerns including statements from business representatives.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 06/08/2023

  Erie Home is seeking
  to have an inspection to move this forward to resolution if the homeowner
  permits

• Initial Complaint

  Date:05/23/2023

  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.

  Had new roof and gutters installed in February. They came to door randomly and after 4 hours of their sales pitch we ended up agreeing to it due to their warranty and all their promises. Since then there has been a hail storm and damage to the roof although they reiterated wind and hail proof and how great their company is since it's local and they will take care of things promptly. I have been trying to get them to assess the damage and fix the problems since beginning of April with no luck. Yet I get phone calls daily from erie wanting to do a free estimate on my roof in hopes of getting another job and false promises. On top of that after multiple inspections from insurance the roof wasn't installed correctly to begin with and we have bubbling along the edges of roof where shingles are buckling.

  

  Business Response

  Date: 06/05/2023

  Erie Home apologizes for any inconvenience this may have caused. Erie Home came to the home on 5/30 and completed the work. 

  Customer Answer

  Date: 06/05/2023

  
  
  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:05/18/2023

  Type:Billing 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 were charged $8,638.00 for a dumpster that cost less then $500.
  The salesman was very aggressive and gave us 5 minutes to decide on if we were going to take his one time only offer, so we hurriedly looked up their BBB rating and decided we would take the offer, the agreement was he was sending us a breakdown of the invoice when he got back to his truck (that never happened).
  The roof was put on a week early while we where out of town and I had to request an invoice again for my insurance claim and that’s when we discovered the price we had paid for the dumpster (price gouging at its finest!).
  The dumpster was still in our driveway and it had a phone # on it, that’s how I found out the cost for renting it.
  I have tried to resolve this matter with several people with no one getting back to me, ******* ******** (very nice, and I’m sure just doing her job) she was the last one I spoke to and I told her I was going to file a complaint if no one got back with me (that was on May 1st.

  

  Business Response

  Date: 05/31/2023

  Erie Home apologizes for any inconvenience this may have caused. Erie Home has spoke with the customer and come to a mutual agreement. 

• Initial Complaint

  Date:05/15/2023

  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.

  Erie caused extensive water damage (and possibly mold) to our home due to negligence during the roofing job. Company has claimed they will repair, but it making the process so cumbersome that it is nearly impossible.

  

  Business Response

  Date: 05/26/2023

  Erie Home apologizes for any inconvenience this may have caused. Erie Home is actively working on getting the estimate to correct the issues. 

• Initial Complaint

  Date:05/12/2023

  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.

  Re: Job# **********
  New roof put on and completed August 2021
  Roof leaked damaging ceilings in living room, master bedroom. and bathroom.
  Communicated many many times with different people - all indicating it would be taken care of. The personnel turnover was unbelievable. I texted with many different managers.
  They finally came out and caulked the roof and replaced an undersized plumbing roof vent pipe. Now I have to check the caulking every year.
  They then came out and looked at the damage and figured out the cost (they did not tell me any of that information). They kept saying that they would be coming out but never showed up.
  Roof is not leaking but damage from very poor installation is still present.

  

  Business Response

  Date: 05/22/2023

  Erie Home apologizes for any inconvenience this may have caused. Erie has came out and assessed the situation. We are actively working with the customer to schedule time for this week to rectify any issues.   

  Customer Answer

  Date: 05/22/2023

  
  
  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,
  
  
  
  **** *****