Complaints
This profile includes complaints for Erie Home's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 362 total complaints in the last 3 years.
- 120 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:10/31/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In September 2022, representatives from Erie Roof came to my home and did a presentation to have a roof installed. After the presentation, my husband and I decided to have a new roof installed at our home at *** ******* ****** **** ******** **. The installers came to my home and started installing the new roof. First the installers came late in the day and didn't finish to dark. The installers wanted my husband to sign the paperwork. My husband refused to sign the paperwork because we couldn't see the work the installers had done in dark. The next day my husband and I looked at the roof and I was very unhappy with the work done. There were lumps in the roofs and the shingles were very sloppy put on. I looked across the street at my neighbor's house who had their friend install their roof and it looked very professionally done. I had my son and my sister come to my house to look at the roof and they couldn't tell that it had just been installed. The presentation that the representatives gave and the work that was done does not add up. The roof installed looks nothing like the pictures that the representatives show me. The value of the work is not worth the money. I should not have been charged more than $2000 for the labor, parts and installation of the roof, The ads and the representative presentation is a scam and a fraud. I am very unhappy with the installation and the cost of the roof. I will have to my son or hire someone else to install the roof properly and professionally. I would like for the company to either have someone else come out and install the roof or charge me a different price for the roof. Also, I think the representatives needs to show the customers the actual roofs they have installed because clearly the pictures and presentation that was shown to my husband and I are not from their company. I had another man come out and give me an estimate and he stated it would cost me $7000 for everything. I plan on having him redo this job before December.
Business Response
Date: 11/08/2022
Erie Home apologizes for any inconvenience this may have caused. Erie Home reached out to the customer on 11/2 and the customer stated they would send pictures of the area of concern. Since this communication Erie Home has not heard back from the customer. Erie has tried to make contact but has only been able to leave a voicemail. Erie is will to address any Erie related concerns but has been unsuccessful contacting this customer.Customer Answer
Date: 11/30/2022
Complaint: ********
I am rejecting this response because I submitted the pictures to the company as they asked me to. Since submitting the pictures, I have not heard from the company since. I have attempted to call them several times and have not received a call to date.
Sincerely,
****** ******Business Response
Date: 12/07/2022
Erie Home has left multiple messages with Mr. ****** (the actual contract holder). Prior to completion paperwork being signed we had addressed all concerns with Mr. ****** and he was satisfied with the work completed. Erie Home has not received any pictures of any issues at this time. If you would like to forward any pictures to ****************************, we would be more than willing to review this and address any concerns.Customer Answer
Date: 12/07/2022
Complaint: ********
I am rejecting this response because I spoke with my husband (Mr. ******) and he stated that Erie Home has not called or left any message on his phone or in his email. Although, my husband is the contract holder, Erie Home used my income and ran my credit after I asked them not to. Erie Home did address concerns with my husband and he stated to them that I was very unhappy with the roofing job. I have sent several pictures to Erie Home and thy keep stating they have not received the pictures. The representative that I spoke with about the roof, stated to me that he had some concern about the roofing job after he came over to the see the roof because there dips in the middle (claimed they put some extra roofing, but obvious they didn't) and on the front and on the side of the house the shingles are not nailed down. The shingles and used!!! As I stated before this was a very unprofessional roofing job. I am trying to work with Erie Home to resolve to this matter, but the company is not responding to me by phone or email.
Sincerely,
****** ******Business Response
Date: 12/13/2022
Erie Home has attached our contact record and details for the dealing of this complaint. As of 12/13 we still have not received any pictures of any issues:
SALE DATE: 09/06/2022
INSTALLED ON: 09/24/2022
COMPLETION DOCS SIGNED: 09/28/2022
COMPLAINT PLACED: 10/31/2022
09/26/2022
*** reached out to the contract holder, Mr. ******, because they refused to sign the completion
documents because his wife had questions concerning the roof. She had an issue with the length
of shingle overhang on the edges, areas ‘not lying flat’ (where the singles butt up to each other),
and a dip in the roof”.
09/28/2022
*** went to Mr. ******s home to look at the issues brought up by his wife, Mrs. ******. ***,
our installer, and Mr. ****** walked around his home addressing each concern and providing an
adequate explanation that the work was completed properly, and according to his signed
contract. The installation manager also pointed out that we replaced more decking than stated in
his contract as well as refastened other existing decking to ensure it was more rigid and stable.
Mr. ****** agreed then signed the completion forms.
10/31/2022
BBB Complaint placed:
“In September 2022, representatives from Erie Roof came to my home and did a presentation to
have a roof installed. After the presentation, my husband and I decided to have a new roof
installed at our home at *** ******* ****** **** ******** **. The installers came to my
home and started installing the new roof. First the installers came late in the day and didn't finish
to dark. The installers wanted my husband to sign the paperwork. My husband refused to sign the
paperwork because we couldn't see the work the installers had done in dark. The next day my
husband and I looked at the roof and I was very unhappy with the work done. There were lumps
in the roofs and the shingles were very sloppy put on. I looked across the street at my neighbor's
house who had their friend install their roof and it looked very professionally done. I had my son
and my sister come to my house to look at the roof and they couldn't tell that it had just been
installed. The presentation that the representatives gave and the work that was done does not add
up. The roof installed looks nothing like the pictures that the representatives show me. The value
of the work is not worth the money. I should not have been charged more than $2000 for the
labor, parts and installation of the roof, The ads and the representative presentation is a scam and
a fraud. I am very unhappy with the installation and the cost of the roof. I will have to my son or
hire someone else to install the roof properly and professionally. I would like for the company to
either have someone else come out and install the roof or charge me a different price for the roof.
Also, I think the representatives needs to show the customers the actual roofs they have installed
because clearly the pictures and presentation that was shown to my husband and I are not from
their company. I had another man come out and give me an estimate and he stated it would cost
me $7000 for everything. I plan on having him redo this job before December”
-Mrs. ******
11/02/2022
After attempting to contact Mrs. ****** by phone 3 times our installation manager received a
call back from her and I (the admin) was present for the 30-minute conversation. She could not
identify any specific structural issue with the work done other than her friends and family did not
notice the new roof immediately. *** explained to Mrs. ****** that he cannot fix opinions or
preference, but if she would send him pictures, he would fix anything that is wrong. Since she
could not explain any actual issues with the work *** asked that she email him photos of the
areas of concern so that he could try and help. He provided her with his cell phone then texted
her his e-mail and confirmed that she had received the text.
12/01/2022
When our office received no further communication with Mrs. ****** the installation manager
attempted to contact her multiple times over the past few weeks with no answer.
12/07/2022
Still no response or evidence provided by Mrs. ****** and her BBB complaint was rejected.Initial Complaint
Date:10/31/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In the process of replacing our roof, the installers damaged our pre-existing Gutter Helmet. Per Gutter Helmet, the damage is so extensive that the only solution is to replace it in its entirety. I have been in contact with Erie on the last 45 days to get it resolved. They are wanting to settle of 50%, but that is unacceptable. Please let me know what other information you require.Business Response
Date: 10/31/2022
Erie Home apologizes for any inconvenience this may have caused. Erie Home is on site today 10/31 installing gutter protection.Initial Complaint
Date:10/25/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Erie Metal Roof started my roofing job in March of 2021. 90% of roof was installed. Roof was never finished and I have been in touch with 2 different administrators over this time period of March 2021 to date 10-24-2022. No resolution date has been given. They have received their money and my roof was never finished. It looks terrible, original roof is red and new roof is black. I just want it finished. I am worried about area not done leaking this winter. No one has returned my phone calls since August 2022.Business Response
Date: 11/02/2022
Erie Home apologizes for any inconvenience this may have caused. The section of roof that was not completed was not in the original contract. Erie Home will be doing that section of roof within the next two weeks depending on the arrival of material.Customer Answer
Date: 11/02/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ********Initial Complaint
Date:10/24/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had a roof put on my home about 3 years ago from Erie construction. In those 3 years i had multiple problems with the roof. It leaked into my home causing water damage to multiple rooms. It took 4 months for them to fix the issues. Then in september of this year a hole was noted in the same roof, allowing birds to fly into my home. Many calls were placed again. I had to call and lie and say i need a new roof estimate in order for anyone to listen to me and see the damage. They then found out it was their company that was at fault for such a terrible job. I have an estimate for repairs needed , caused by the roof leaking again and the company will not respond to my lawyer or myself. The fax number for the estimate does not work and noone will return a call. Meanwhile i have mold and mildew building up waiting for repairs to be done. I have a daughter with severe asthma , she should not be continuously exposed to this. But the company will not reply to me. They make every excuse and make promises they will not honor. The absolute worst customer service I have ever expierienced.Customer Answer
Date: 10/24/2022
It is not in litigation, quite honestly the lawyer has done nothing to help.Business Response
Date: 11/01/2022
Erie Home apologizes for any inconvenience this may have caused. Erie Home is working with the customer to rectify the issues. We will be sending out the check once paperwork has been signed.Initial Complaint
Date:10/19/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
They want me to sign a letter of completion or they said they will put a lien on my home. Contract has drip edge, they didn’t install, instead they want to discount bill . Color is not what the sales man showed us . We are willing to accept a discount for that, they refused. They did agree to install my vents, which is per contract. However they want me sign letter of completion, before they finish the work.Business Response
Date: 10/31/2022
Erie Home apologizes for any inconvenience this has caused. Erie Home is actively working with the customer to address any Erie related concerns. At this time we are awaiting the inspection report.Initial Complaint
Date:10/17/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I signed a contract with Erie Construction for a roof and wrote a check for a $1,000 deposit but cancelled within the allowed time period by ******** ********* *** on 09/04/2022. (**************)
Since then I have tried to contact them by mail through a correspondence which required a signature; it was ignored. The Post Office never sent confirmation that it was received. Also, I contacted the company on ** but my messages were sent to mailer demon.
It is long past the date that my money should have been refunded.
****** ** *******Business Response
Date: 10/18/2022
Erie Home apologizes for any inconvenience this may have caused. Erie Home has processed the cancellation and refund will be sent out this week.Customer Answer
Date: 10/19/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *******Initial Complaint
Date:10/14/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Erie came out on 9/26 to give me an estimate on my roof. We liked what we heard and signed a contract and put down $15,000. After a lot of thought we decided not to go through with the roof but instead cancel the job and instead sell the house and move out of state. After reading the contract it said I had 3 days to cancel. According to the contract I had to send a letter or a telegram to the corporate office by midnight 9/29 which I did and got a signature from their home office. The contract also states I would receive my deposit of $15,000 within 10 days. I have called the ****** office and their ******* ** offices everyday and finally got through to a *** **** who said it was a mixup and the check is on its way but could not supply me with a ***** tracking number or when the check would arrive. I followed their rules or cancel I would expect them to do the same.
Sincerely
******* ******Business Response
Date: 10/17/2022
Erie Home apologizes for any inconvenience this has caused. Erie Home spoke with the customer on 10/12 and informed the customer that his check was being mailed out via *****. We spoke with the customer on 10/14 that we did finally have a tracking number of ************ and is set to be delivered 10/18 before 8 pm.Customer Answer
Date: 10/24/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* ******Initial Complaint
Date:10/11/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
A representative from this business in ********* ** came to my home to conduct a roof inspection and to provide an estimate for roof replacement. The rep spent one hour doing an inspection and taking photos. He then spent one hour showing me photos and conducting his "sales pitch". After two hours of time, I had other appointments to attend to. At that time, the rep said he would send me the photos and an estimate for the roof replacement. This morning I received a call from their headquarters wanting to set a time for a followup appointment to go over an estimate. I asked if they could send the estimate and photos electronically. I was informed that this company does not provide any electronic or hard copy documentation of their estimate or inspection results. They stated that they would only provide the estimate verbally in person. I fail to understand how a company can provide an oral estimate and the consumer ever document any discrepancy in the work performed.Business Response
Date: 10/17/2022
Erie Home apologizes for any inconvenience this has caused. It is Erie Home`s policy that we do all quotes in person that way there are no discrepancy's and any questions can be asked at that time. Erie Home would be more than to come back out to the home and provide the quote.Customer Answer
Date: 10/17/2022
Complaint: ********
I am rejecting this response because: The salesperson who came to my home specifically said he would email the quote and photos to me for a metal roof and an asphalt shingle roof. He never once said it had to be done in person. Due to this false representation by the salesperson, I reject the response. I do not wish to pursue this issue as I feel it is counter-productive. I do not think I would ever get resolution to the issue and do not trust the company to accurately respond to any future communications.Thanks to BBB for trying to resolve my concerns.
Sincerely,
******* ******Initial Complaint
Date:10/10/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I hired Erie Construction to put on new sub-facia, facia and the to reroof my home. As I have worked in roofing and carpentry most of my life, I hired them expecting a professional job. I did pay almost half down to get started and the date they gave us to start was 3 weeks from when I signed the contract. I heard no communication from them for a month. After calling several times with no answer, they finally called me back and got started after a month and a half. Communication has constantly been an issue with our contacts for the job not answering when we called.
But everything went downhill once they started working as the first crew they sent almost hit my pregnant daughter-in-law with a shingle, and they did hit my son's car leaving a scratch in the paint. The crew didn't put any tarps down to catch stuff and also left very bad looking facia, and didn't replace the sub-facia (which was in the contract). They tried to get us to sign that we were satisfied with the service which we weren't.
To try and fix the very bad looking facia and uneven roof, they sent another crew out to fix it by redoing the work. At first they were doing alright while the foreman was here, except they still didn't put a tarp down to catch falloff and didn't run a magnet to pick up nails. The foreman was there the first day but didn't return the next day. The crew didn't start working on the sub-facia or facia until after they started the roof, which should have been done before they did any roofing. They had no carpenter on their crew to do the sub-facia and that left the sub-facia looking very bad and wavy. The main reason we hired them was to replace the sub-facia and facia in addition to the roof. I tried to get the crew to stop while I called the company (which again wouldn't answer until several hours later) and when I asked them to pause they just packed up and left with the roof half done. I went through and picked up over a dozen nails from my driveway after they left.Business Response
Date: 10/20/2022
Erie Home apologizes for any inconvenience this has caused. Erie Home came out to the home and addressed the concerns.Customer Answer
Date: 10/22/2022
Complaint: ********
I am rejecting this response because:
They did not address all of the problems that they caused. After months of contracting them the some of the problems still exist and there is new damage that they caused.
Sincerely,
*** ********Business Response
Date: 10/25/2022
Erie Home has been out to the home and addressed all concerns. Erie Home has reached out to the customer to address any follow up concerns the customer may have and the customer stated he was not happy that we are not carpenters. Erie has also offered a refund for any other issues. Attached are pictures of the completed work done.Initial Complaint
Date:10/07/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Started 7/1/22 hired Erie roofing to put on a metal roof. Somehow the guy ordered shingles to begin with. When they showed up we were not at home but we called them asap. They came out and made another order for the metal [ Mediterranean Tile] style. So the dumpster and roofing material sat in my yard for over a month. When I called on 8/22/22 to find out about my roof. I was told the metal was in and they called me back that day to say they would either be there on the 24th or 25th to do the roof. They showed up on the 23rd at 7:30am and no one knocked on the door or anything. Woke me up with someone on my roof making noise, and my daughter calling me to tell me people were on my roof. She lived across the street at the time. And when I asked what was going on, the guy didn't speak english. When my husband showed up he was upset and told them to get down. and that it was again the wrong material, they said they could not stop because they had already started. I didn't have time to move my statues outside away from the house or cover my plants, so my plants were destroyed and smashed and some of my statues were broken. They said it was not there problem. That day the contractor that was here had called **** the manager. This man got on the phone with my husband and was cussing him out because it interuptid his vacation, even his wife was cussing on the phone. They didn't have enough plywood and didn't want to go get it, cause it would come out of their pocket and it was getting late. They asked my husband to go get it first and then asked if he had any. We did but thought we were going to get it's worth taken off the roof. Didn't happen. Were messy when cleaning up. Nobody new what was going on most of the time. Put dents in metal while installing. Then tried to hide them. When we went to their office they were nice until we brought out the pics and the warrenty, which is void because of the dents. They beat us up inside and outside the office. NOT HAPPY.Business Response
Date: 10/17/2022
Erie has reviewed this matter carefully and has determined
that the work was completed pursuant to a written agreement with the
homeowners. Erie inspected the work with a Senior Installation Manager on
September 27 to ensure the correct materials were used pursuant to the written
agreement, and to ensure there was no damage to the premises. An Erie employee
filed a police report against the Complainants for threatening behavior on
September 29. Erie has formally referred this matter to its General Counsel.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.