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

  12 Jupiter Lane, Suite 2 Albany, NY 12205

  
• 

  Erie Home

  6057 Corporate Dr Ste 1E East Syracuse, NY 13057

  
• 

  Erie Home Basement Solutions

  2215 E Waterloo Rd Ste 105 Akron, OH 44312

  
• 

  Erie Home

  3520 Sudachi Dr Dayton, OH 45414

  

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:03/24/2023

  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.

  Hi, I had an Erie roof put on 2020, since then my roof has leaked, I've called multiple times and had many come out and look. They are stating it's my siding, my roof did not leak before they put on their roof, i thought i was
  upgrading my home and would not need a roof the rest of my life with an 15 year warranty, the one' who have came out have been rude to no extent, one guy named Avery even told me they would not keep fixing my roof.
  They have even fixed the inside of my home and now there are spots where it was fixed, this isn't the only leak. it seems to be by my dormers.
  I've been talking to a ***** ******** and he will not return my call after he told me to get another roofing company to come and look, that company told me that Erie did not replace my flashing , which was in my contract to replace all. Please help!

  

  Business Response

  Date: 03/27/2023

  Erie Home takes customer complaints serious. In the matter involving Mrs. ******, Erie
  has been out to the residence 10 times for multiple different leaks which have
  nothing to do with the roof and/or the labor and material provided by Erie to
  the roof. For instance, Erie discovered Mrs. ******’ skylight had a hole in it;
  debris in her siding is causing a leak; and in one case Mrs. ******’ complaint
  of a bathroom leak which was verified as her bathtub overflowed. Erie offered
  to remove the j channel and replace the flashing on the roof there to show that
  Erie’s work is not the cause of her issues. We have attempted to articulate
  this to Mrs. ****** who ardently refuses to accept this explanation. 

  Customer Answer

  Date: 03/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I put this roof on to better my home. My Roof DID NOT leak before Erie put their roof on, so I'm asking what their guys did to either my siding or roof, I had another roofer out just to look and they told me the flashing was not replaced and shouldn't already be popping up nails. You can hear it drip when it rains in my bedroom. I am blaming the workers for not putting the roof on right or doing something to my siding when they tore my roof off, Also I want new flashing put on.
  
  
  
  Sincerely,
  
  
  
  ********* ******

  

  Business Response

  Date: 04/06/2023

  Erie Home does disagree with the
  customer’s characterization of events; nonetheless, an Erie employee has spoken
  with the customer directly, including on March 29 and 4/6 to address the matter
  further… 

  Customer Answer

  Date: 04/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Yes they have been in contact with me but no one has even came by, I've talked to a ****, and sent him pictures of inside that needs to be fixed and the flashing, Now I'm told it could be my windows, when my Roof Did Not leak before. I was asked to say all is fine, I will only when my roof is fixed and my inside also. I'm so frustrated.

  I tried to answer this on my phone and could not. I had to wait to get to a computer, thanks for understanding
  
  
  
  Sincerely,
  
  
  
  ********* ******

  Customer Answer

  Date: 10/27/2023

  [BBB Transcription via Duplicate Complaint]

  A roof was put on in 2020, this roof has leaked from day one, Ive called many times, **** has came out with no help in fixing the problem. It states in my contract that all flashing was to be replaced, which none has been. Ive had many roofing contractors out to look and each state that the roof was put on wrong without replacing the flashing . Eries *************** has been in contact but with no help from him. Ive also been told my roof has a 15 year warranty and 45 life span which I was told is false. I would like my roof replaced with the right roofing supplies and all flashing replaced like I paid for!! And money back to fix the inside! The inside is getting worse each day it rains! I feel **** took advantage of a single older female without helping the situation get better! My roof did not leak before this roof was put on! I thought I was upgrading my home for the rest of my life and this has caused nothing but anguish and my interior to be ruined! Im asking for help in getting my roof fixed please

  

  Business Response

  Date: 11/02/2023

  Erie Home is actively working on a resolution with *****************  

• Initial Complaint

  Date:03/21/2023

  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.

  On 2/27/2023 erie sent out Mr *** to give a quote. He opened my attic and got on my roof he took pictures. I have had cancer and am on medication for pain management and other medical problems. He showed me pictures of wet wires holes in the attic and wet wood, told me I had a fire hazard and said if it wasn't fixed I may have a fire. I have ptsd and my husband used to handle all this before he passed in 2013. Mr *** pushed and pushed I told him I needed to speak to my son-in-law and he said "then we need to just stop". He wouldn't give me a quote but he scared me about having a fire. I'm 74 and can't lose my home. I'm on ssi and am still paying my cancer treatment bills. He talked me into signing because if I didn't he was sure my house would catch fire. He asked what I could afford I said maybe $200/mo the payments came to $265 he never explained the contract. I can't read fine print and he never explain the contract to me. I called on day 3 to cancel and spoke with Mr *** he would not let me he said "you know it has to be done or you will have a fire". I was worried and scared of having my house burn he took off 5000.00 instead of canceling it. I told my daughter and son-in-law when I saw them after their medical problems were over and they told me he should have let me out of the contract. My daughter looked in the attic and she had a mold guy and contractor come out and they said everything is dry, no mold and nothing is wet or leaking, no holes in the attic or on the roof. I'm angry, I'm upset that Mr *** scared me for no reason and I'm upset the company called left a message to drop material off I never called back yet they said I did, and they said they spoke with me several times throughout the week. They lied. We declined the material and I signed a cancelation notice 3/16/23 my agent dropped off on 3/17/23. I also wrote and signed and had a witness sign to having Angela and Sean be my agents for the houses needs on 3/9/23 then on out.

  

  Business Response

  Date: 03/21/2023

  Erie Home apologizes for any inconvenience. This contract was cancelled back on 3/14/2023.

  Customer Answer

  Date: 03/22/2023

  
  
  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.
  
  
  However I would appreciate a copy of the canceled contact thank you. 
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:03/20/2023

  Type:Customer Service 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.

  transanction date 3/ 17/ 23
  I am trying to cancel my new roof because after they left I found out they were lying about there competitors pricing... I immediately called them back the same day to cancel under my 3 day in home sale law....there answer to this is to keep me on hold for 3 days to prevent me from speaking to the person who handles this.......... could you please help me.....

  

  Business Response

  Date: 03/20/2023

  Erie Home cancelled this job on 3/17/2023 when the initial phone call was made. 

• Initial Complaint

  Date:03/16/2023

  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.

  At first they came out and quoted us an outrageous price given our house is only 1,400 sq ft. My wife and I talked it over and decided to cancel it.. so I did. They sent the salesman and some kind of manager back out to talk us back into it.. they lowered the price a little and added in some things they would do for the price like fix a broken rafter. . we shook hands on the deal and they left. Then months later when the metal got here.. they sent a bunch of guys out that couldn’t even speak English. One of them pulled me outside to sign some paperwork which I had no idea what I was signing and he obviously couldn’t explain it to me.. all I got from him that I could understand was that they couldn’t leave for the day until I signed it. So I did. They didn’t fix anything else they were supposed to and also left damage to our ceilings.. leaving cracks and nails being driven out from when the house was built. They left a pile of stuff in our back yard that I don’t know what to do with and can’t do anything with since I’m disabled with heart and back problems.. I can’t even move the stuff. So I’m left having to pay $32k+ for 1,400 sq ft of metal roofing.. a still broken rafter.. messed up ceilings.. and a pile of stuff they left in my back yard. I wish I would’ve done some more digging and never went with this company. Even the financing company we went through said they’ve heard nothing but bad things about them. I’ve tried contacting them directly on cell numbers I was given and through the company themselves.. still have not received a call back about anything. I just feel like this is whole thing was a scam and they just stole money from us.. especially when we learned there is a company about 20 miles from us that makes the same kind of metal and could’ve done the job for less than half the price. Left me feeling like paying name brand pricing for a Chinese knockoff. Our whole experience has been horrible. Now I’m gonna be paying on this crap for 15 years.

  

  Business Response

  Date: 03/20/2023

  Erie Home apologizes for any inconvenience this may have caused. Erie went to the home 3/16 and 3/17 and fixed the rafter that was cracked. 

  Customer Answer

  Date: 03/20/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and they did fix the rafter but our ceiling is still left with damages in several spots. 
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:03/10/2023

  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.

  Purchase the roof and the window in 2017, and have had repetitive problems since the installment with leaking and the window cracking up,
  
  He has been over multiple times to fix the problems and the last visit was January 25, 2023.
  
  They came and looked at it after repetitive phone calls not being returned, had to go directly to the office and try and find someone on January 19, 2023.
  
  The resolution was to give a brand new roof to correct the problems, I have since January 25, 2023 attempted to reach multiple times via phone call or get to the office. No buzzer on the door to be able to get into the office.
  
  ***** sent me a text on February 23, 2023, I am out of town currently and will contact tomorrow. However, he did not contact me since.

  

  Business Response

  Date: 03/20/2023

  Erie Home apologizes for any inconvenience this may have caused. Erie meet with the customer and they are unavailable till 3/23-3/24, when we will go out and address any Erie related concerns. 

• Initial Complaint

  Date:03/03/2023

  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.

  ErieHome installed a roof for us on Jan 28, 2023.
  We paid them 26,000 for fiberglass shingles. The Field Representative showed us an example of the shingles that were to be installed on our roof, told us they had professional roofers..not subcontractors..which they were subcontractors, and they had 2 bundles of shingles that were left over..they were very thin, cheap shingles, not the ones that we thought we were purchasing.
  They were supposed to send us a 2000.00 visa card within 30 days after roof was installed, which we have not received. It was a rebate amendment We called but they won't answer unless you want a roof installed.
  Our reference number is
  ***********
  We would like them to send us the rebate as told they would

  

  Business Response

  Date: 03/10/2023

  Erie Home apologizes for any inconvenience this may have caused. Erie Home has processed the check and sending out via Fedex with tracking number **** **** ****.

  Customer Answer

  Date: 03/15/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ********* ******

• Initial Complaint

  Date:03/02/2023

  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.

  I can't afford what they are trying to do to me. My husband has a terminal illness. They are very pushy people. I ask them to leave once and they returned uninvited. They need to leave me alone. Not very good business practice. They quoted me a price of 110,000.00 for a roof. I paid them 6000 now they say I have to pay another 6000 to cancel the contractor

  

  Business Response

  Date: 03/03/2023

  Erie Home apologizes for any inconvenience this may have caused. Erie has contacted the customer and cancelled the contract and sending a refund check. 

  Customer Answer

  Date: 03/09/2023

  
  
  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:03/01/2023

  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 my basement waterproofed by Erie and it has not been a great experience. During the process, the workers decided to CUT pipes that were connected to the sink in my laundry room unbeknownst to me. I only found out when they were completely done and I went to do laundry. When I called Erie about it, I spoke to someone named ***** who was in charge of the project. He apologized and stated he would come out to see the problem. He also mentioned that his workers did explain to him that they would need to cut the pipes, but no one spoke to me about it because I would have told them I would have another company come complete the project. ***** stated that they would take care of the problem and have the workers come back out and replace all of the pipes, fix the issue, and would have a plumber come and check everything.
  
  The worker, ****, did in fact come back on that same day to resolve the issue. However, there was a part that was bent and he stated he needed to return it to the store. He said that he would be in contact to come back within the next few days to complete the setup. That was 3-4 weeks ago! I have since reached out to them and was told that they have been so busy and would call back when he got to the office. Well, that call never came. I sent an inquiry to them on 2/26/23 at 7AM and still have not heard back from anyone regarding this issue. So, not only are the pipes still not fixed but I also have not received any communication regarding this issue. Also, in that same inquiry, I mentioned to them that the pump system continuously fails with no reason. This was just completed, we should not be having any issues. I would not recommend this company for basement waterproofing due to the carelessness of the employers and communication skills. Please choose another company that is reputable and has great reviews.

  

  Business Response

  Date: 03/10/2023

  Erie Home apologizes for any inconvenience this may have caused. Erie went to the home on 3/3 and address all concerns with the customer. 

• Initial Complaint

  Date:02/22/2023

  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.

  In summer of 2022 we needed a new roof. We did a lot of research and had a couple of companies come over and give us an estimate. Our Erie sales rep was **** ********. Went through the pitches, inspected our roof and identified a few things (all which we already knew) and had samples of the product. The price was our biggest concern, when we told him no due to the price, he was able to knock $12k off and that was a low as they could go. He also mentioned if we did choose to finance there was currently a promotion of interest free for 5 years. Being that this was our 3rd estimate, the best "looking" metal roof we seen thus far and 5 hours into this ordeal, we said yes. We began the paperwork, he went through and did a great job (or so we thought) going through everything. He walked us through our financing, we had good credit so he said the interest rate was in line. When we asked him about the 7.99% APR, he said that was the interest after the 5 years is up, reminded us that payments start 3 months after the job is complete, to provide extra time. Being that we planned on paying it off way before the 5 years was up, we went ahead and signed off on the financing. Fast forward to the payment, 3 months after the job is done we get confirmation from the bank that our loan payments will begin. After we reviewed everything we noticed we were being charge interest we spoke with a rep there and She said that was not what the paperwork stated and to reach out to the sales rep that filed it. After repeatedly trying to contact ****, he finally called back and I informed him on the issue. He informed us that there was never a promo of 5 years interest free nor did he recall ever saying that. After going back and forth with him on the phone, I asked him to forward our information and have his manger contact us by Friday of next week. Friday came and went, still no response, not even sure if he did notify his manger of our conversation.

  

  Business Response

  Date: 03/07/2023

  Erie Home apologizes for any inconvenience this may have caused. Erie Home is currently working with the customer to come to a resolution. 

  Customer Answer

  Date: 03/23/2023

  [BBB Transcription via Phone]
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Business said they were trying to find a solution and its been about 3 weeks. I have not heard back from him. 
  
  
  
  Sincerely,
  
  
  
  *** ********

  

  Business Response

  Date: 03/31/2023

  Erie Home went to the home on 3/30 and resolved the leak. Erie will continue to monitor for any further issues. 

  Customer Answer

  Date: 03/31/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: monitoring the leak situation, and pending billing issue outcome. 
  
  
  
  Sincerely,
  
  
  *** ********

• Initial Complaint

  Date:02/21/2023

  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.

  On August 15, 2022, an Erie Home salesman came to my home to provide a presentation of their roof services. During the presentation, the salesman indicated their Overlay Package would be best fit for my home and the cost is $10,000. I indicated that I did not want to proceed because I was currently working with another company to update parts of the roof that had experienced weather wear and tear as well as gutter replacement. However, the salesman indicated per Erie Home process, in order for roof installation to occur, they would assess the condition of the roof and if updates are required, they can make the updates and include it in the total price. However, since I already began working with another company they would offer me a rebate of $3,000, but in the Erie Home contract, they would add the cost of the roof repairs into the total amount of the "Overlay Roof" installation. The caveat was, that there would be a $852 interest charge added. To move forward, the salesman indicated he needed to obtain approval from management and proceeded to call the Corporate office. He indicated that management had approved the rebate and the interest charge to proceed. I indicated that I would need an itemized scope of work document and was informed this is not provided by the company. Instead, I could write the details out and the salesman would sign. I agreed, and wrote out the details and signed the document. The salesman, however, wrote his name and phone number on this document and indicated that my understanding was correct. Please note: my family member was also present at the time. After Labor Day, Erie Home contractors came to install the roof, but I did not receive any rebate. I called the salesman numerous times and he indicated I would receive my rebate. Over 6 months have gone by since the signing of the contract and a rebate has not been received. Now, the salesman is no longer with the company and Erie does not want to honor the rebate promise. Total: $13,852.

  

  Business Response

  Date: 02/23/2023

  Erie has no evidence,
  documentation or notes reflecting any promised rebate was given to this
  customer.

  Customer Answer

  Date: 02/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This rebate was promised at the time of the presentation, approved by management and and was signed by your representative. The copy has already been provided to Erie and needs to be honored or contract needs to be re-adjusted to remove the additional 3,852 dollars - which is a direct reflection of the rebate and interest approved by Erie Management. Please note: it is on record that this representative promised a rebate and was witnessed by an additional member at the time of presentation.
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 02/28/2023

  Erie requested all documentation the homeowner has to prove
  the alleged rebate. There is no signed documentation, nor is there any record
  in Erie’s system relating to a promised rebate. After an internal
  investigation, Erie found no evidence of any rebate promised, nor any grounds
  to give a rebate.