Complaints
This profile includes complaints for Erie Home's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 358 total complaints in the last 3 years.
- 118 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:01/06/2025
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.
We hired Erie home to correct our foundation, move our sump pump to a new location so the old one could be sealed off to make a safe play room for our special needs foster kids and waterproof our basement. Sense the beginning of this project we have had nothing but issues, we were lied to about them moving and sealing off the sump pump they have installed I beams incorrectly and the had to ripped them out and reinstall them, they have incorrectly installed the new sump pump causing our basement to flood and had to replace the brand new one, the old sump pump still has water going to that instead of the new one that we were charged to installed and move, the water proofing material that was installed leaks causing flooding and has had to be repaired multiple times and is still leaking. They ripped our electrical out and crawl space door off and just left it like that when the job was supposed to be completed they didn’t finish trenching the whole basement and ignored it until I complained, no water runs to the new sump pump unless the old one floods which it has been constantly sense the new one has been installed. They refused to come back and fix any issues unless we signed a work completed form. They have cause more damage to our basement than repair. Our basement has been flooding sense December 20th and we called to put in a work order they still have not come to fix the problems even though it’s been a full two weeks, I have photo and video of all the issues. I will gladly mail or send the the links to view on YouTube as the files are so large from the amount of footage.
Business Response
Date: 01/10/2025
An opportunity was initiated by ***** ****** on 11/9/24,
where she reported seepage, small cracks, and the use of a dehumidifier in her
unfinished basement. A sale was made, and installation was scheduled, with
preinstallation work on 12/2/24 (including 7 wall braces and an air unit) and
installation beginning 12/4/24.
During installation, it was determined that the existing
sump basin could not be eliminated due to pre-existing drainage, condensation
lines, a washing machine, and a water softener. A damage waiver acknowledging
this was signed by ****** ********* on 12/7/24. All contracted work was
completed, excluding items listed in the waiver. ***** signed off on
completion, and ****** was later contacted for additional signatures.
On 12/9/24, ***** called customer service expressing
dissatisfaction, requesting discharge lines to extend 150 feet from the house,
which was outside our scope. She also raised concerns about mold, which was
clarified as lime residue. On 12/13/24, we decided to replace her existing sump
pump at no cost, tying it into the existing discharge line. Various service
items were completed on 12/16/24, and the customer signed a satisfaction form.
***** contacted us again on 12/17/24 regarding a wall leak.
We returned on 12/18/24, addressed her concerns, and obtained her signature of
satisfaction. Additional work is scheduled for 1/24/25. Subsequent calls were
noted on 12/20/24 and 12/26/24.
On 1/4/25, following her report of 12 inches of standing
water, the installation manager and field supervisor investigated. No evidence
of water or damage was found. It was determined that a tripped GFI circuit
breaker caused by a frozen existing discharge line (not installed by Erie)
prevented the additional sump pump from functioning properly. Photos of the
discharge lines, which were routed around a children's playground, were
documented on 1/4/25.
On 1/7/25, Erie Home was onsite attempting to recreate the
reported leak from 12/26/24, but as of 10:30 AM, the issue could not be
simulated.
Throughout this process, Erie Home has gone above and beyond
to address the customer’s concerns, with each step thoroughly documented. We
remain committed to resolving outstanding issues and ensuring customer
satisfaction.Customer Answer
Date: 01/14/2025
Complaint: 22763959
I am rejecting this response because: they have not completed the job the are scheduled to return to our home home on January 24th because they still have not completed the original work, they have to trench most of one whole wall that haven’t even been touched by them, they have refused and ignored multiple requests for service records and they have also ignored the fact they have already had to replace the sump pump they installed incorrectly that caused flooding in our basement.
Sincerely,
****** And ***** *********Business Response
Date: 01/23/2025
Erie Home will be out to the home on 1/24.Initial Complaint
Date:01/02/2025
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.
We met with *** ******* of Erie Construction Mid-West, Inc. on September 18, 2018 and signed a contract for a new roof on November 30, 2018. The roof was installed the week of Christmas 2018. In July of 2024 we noticed drywall in our garage peeling around the chimney. We called Erie, and they came out, checked the roof, and found that they hadn't installed flashing at the back of the chimney and installed flashing around the rest of the chimney incorrectly. They fixed these issues, and told us to get estimates on the repairs needed in the garage and attic. We did what they requested. A team from Erie came out, took pictures, and said they would contact their insurance company. After multiple phone calls, ********** Insurance came out, took pictures, and told us the original installer was the person who should be held accountable along with his insurance company. ********** Insurance has told us several times they have attempted to get ahold of this person but have not been successful. Erie never told us they use subcontractors to install their roofs, we have a lifetime guarantee on the roof, and we believe Erie should be fixing this problem, which includes the peeling drywall, damage to insulation, mold, damage to a support beam, and possibly more. We want this issue fixed. We have been going back and forth with them now for 6 months. They need to take care of this.Business Response
Date: 01/10/2025
Thank you for bringing your concerns to our attention. At
Erie Home, we take pride in the quality of our work and our commitment to
addressing customer concerns. We sincerely apologize for the frustration and
inconvenience this situation has caused and want to provide clarity regarding
the issue.
Upon being notified of the concerns with the chimney
flashing, Erie Home promptly addressed the issue by inspecting the roof and
completing the necessary flashing repairs. We also requested that you obtain
estimates for the additional repairs to your garage and attic, which we
understand were completed and submitted. Additionally, our team worked with
********** Insurance to document the damage and assess the situation.
We would like to clarify that Erie Home does utilize
qualified contractors to assist with installations, and all work is overseen to
ensure compliance with our standards. Erie Home remains committed to rectifying
the situation and ensuring a resolution. However, at this time, we must wait
for the insurance company to address the matter. We appreciate your patience
and understanding as we work through this process, and we will continue to stay
engaged to ensure the issue is resolved as quickly as possible. If you have any
questions or need further assistance, please do not hesitate to reach out to
us.Business Response
Date: 01/21/2025
Thank you for bringing your concerns to our attention. We
sincerely apologize for any frustration or inconvenience you have experienced.
At Erie Home, we strive to maintain open and transparent communication with all
our customers, and we regret that we have fallen short of your expectations in
this instance. Erie Home is diligently working to address and resolve the
outstanding issues to ensure a satisfactory outcome.Customer Answer
Date: 01/21/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22756648, and find that this resolution is satisfactory to me.
Sincerely,
******** ****Initial Complaint
Date:12/27/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
- ERIE installed new shingle roof over existing in March 16, 2024.- Job Total ****** was paid in three installments by Early June 2024 - ERIE committed to provide "Complex Roofing System that Addresses Current Roofs Problems"- Issue arised in early September during inspection by Terminix with whom I have an ongoing rodent exclusion contract. As part of the contract Terminix initially sealed any potential roof entries by rodents and then routinely checked the seal's condition. During September 2024 inspection ******** reported that all seals previously installed were removed and urgent reseal is required. Reseal cost was $1,083. - I contacted ERIE (who removed the seals during new roof installation) requesting refund, which they agreed to provide. However, it has been over three months of promises to deliver and excuses for not getting it done. At this point I am totally frustrated with the unprofessional behavior of the company and ask BBB to assist in resolving this issueBusiness Response
Date: 12/30/2024
Erie Home apologizes for any inconvenience this may have caused. We would like to confirm that a check will be mailed to the customer on January 3rd. If you have any further questions or need additional assistance, please feel free to reach out to our customer service team. We appreciate your patience and the opportunity to resolve this matter.Initial Complaint
Date:12/17/2024
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 have a clearly posted No Soliciting sign on my home and door. I work at night so I have to sleep during the day. A door to door salesman from Erie Homes twice ignored these signs, trespassed onto my property and loudly banged my door to sell me their services. Isn't it illegal to ignore these signs?Business Response
Date: 12/17/2024
Thank you for bringing this matter to our attention. We sincerely apologize for any disturbance or inconvenience caused by our representative visiting your home. Erie Home respects homeowners privacy and strictly trains our team to comply with posted No Soliciting signs and local solicitation regulations.
We take this complaint seriously and will be addressing the matter internally to ensure our representatives follow proper procedures. It is never our intention to cause disruption or discomfort in the communities we serve.
Again, we apologize for the inconvenience and appreciate you making us aware of the situation.Customer Answer
Date: 12/19/2024
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:12/16/2024
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 sales *** from **** came to our door this week and tried to get me to sign up for a quote for a new roof, because they were giving others in our neighborhood quotes. He said that the quote would be free if I signed up immediately, but otherwise it would cost us $500 to get a quote. However, we got a quote from **** earlier this year, for free. Their website has a big button on the front page that says ************************************ seems to be lying to people to pressure them into doing business with them.Business Response
Date: 12/16/2024
Thank you for bringing this to our attention. At Erie Home,we are committed to providing transparent and professional service. We want to clarify that Erie Home does not charge for roof inspections or estimates. All estimates are provided free of charge, as indicated on our website and in our marketing materials.
We take allegations of misleading information very seriously and will be reviewing this matter internally to ensure our representatives are following company policies and providing accurate information during their visits.
We apologize for any confusion or frustration this experience may have caused. If you have any additional details about the interaction, such as the date or the representatives name, please reach out directly to Erie Home at **************.
Initial Complaint
Date:12/10/2024
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.
To Whom it may concern. I am writing to file a formal complaint against ***** **** ******** ********** regarding a pumping system that I was pressured into purchasing. As a senior citizen on a fixed income, this purchase has caused me significant financial strain, and the to make matters worse, the system is faulty and does not work as promised. Despite multiple attempts to resolve this issue with ***** **** Basement Solutions. I have received no satisfactory response. The system was never needed, and my attempts to seek assistance or a refund have been ignored. I kindly request the intervention of the Better Business Bureau to facilitate a resolution in this matter.Business Response
Date: 12/19/2024
The business reached out to the consumer directly and confirm a refund will be issued. The consumer wants to leave this complaint open until the refund is in her hands.Customer Answer
Date: 12/19/2024
Better Business Bureau:
I have reviewed the response made by the business directly to myself in reference to complaint ID 22500623 and find that this resolution is satisfactory to me. They confirm they will refund me the monies I paid them. However, I don't want the complaint closed until I have received the full refund.
Sincerely,
****** ********Initial Complaint
Date:12/09/2024
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.
Unqualified personal installed roof.
I’m left with dents in the installed metal roof due to the untrained personal installing the material.
4 attempts have been made to take dents out but unfortunately their process also created more dents at other spots.
The roof line had to be adjusted.
I had a water leak around the chimney a couple weeks after the new roof was installed.
Caulking was added but I’m still waiting for a better solution than caulking to prevent future issues.
My rain cutters got damaged during the roof installation and leave guards taken off.
After numbers requests and reminders to Erie that their work was not completed and items in the contract are outstanding Erie subcontracted a cutter installer to install gutter which is acceptable.
Outstanding work for rain cutter leave guards was attempted again after numbered times to contact Erie to complete the contact.
Erie subcontracted a company again to install the rain gutter leave guards.
Product got installed incorrect during dark hours in the evening with phone flash lights.
The above process is now ongoing for one year without an acceptable solution.
Erie came on site with regional personal inspecting their work - I showed em the remaining dents and poor rain gutter and leave cover installation.
I’m still waiting for a solution but am not willing to continue to have unqualified personal work on our home!
Pictures of the poor craftsmanship attached.Business Response
Date: 12/17/2024
Erie Home apologizes for any inconvenience this may have caused. Our Regional Installation Manager has been in contact with the customer to address the outstanding gutter installation. At this time, Erie Home is awaiting a quote from the customer to proceed with the installation. We remain committed to resolving the matter promptly once the necessary information is received.Customer Answer
Date: 12/19/2024
Complaint: 22653979
I am rejecting this response because:I am acquiring a quote from an external company as per Erie’s reply.
As soon as I have the quote I will communicate with Erie.I do not agree to close this case
Sincerely,
**** **********Initial Complaint
Date:12/04/2024
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.
An Erie salesperson came to my house, went into the attic, showed me some pictures saying the beams are all rotten and the roof is going to cave in any moment. They told me if I did not get it taken care of immediately it is going to cost me more because water will be coming inside the house and I believed them. I got scared because I was leaving the country and I didn’t want to take any chances. The price they gave me was $36,012, which I thought was very high but when they said they had to do a lot of work I said okay. They came and fixed the roof but didn’t finish the job. When I called them no one answered my call. I got in touch with my insurance company. They went into the attic and took pictures of the same places that the Erie sale person told me was rotted and where they said the roof would collapse. The insurance agent said that what the Eire sales person told me was not true. I have been calling them to send me and insurance company the original pictures they took but no one is responding to my request. I believe this company should be investigated because they deceived me. This job was done in October and I am still not able to get in touch the company. It’s like they no longer exists.Business Response
Date: 12/16/2024
Erie Home apologizes for any inconvenience this may have caused. We have spoken with the customer and scheduled a visit to correct the gutter issue. As part of our ongoing communication, we have already provided the customer with initial photos and will be sending additional pictures once the gutter correction has been completed. We remain committed to ensuring the customer’s satisfaction and appreciate their patience as we work to resolve this matter.Initial Complaint
Date:11/26/2024
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.
Incredibly aggressive and pushy salesmanthey were in our home for three hours and we felt strong armed to sign a contract. Please consider this an official written statement to cancel the contract regarding R043-076221.Business Response
Date: 11/26/2024
Thank you for bringing your concerns to our attention. We apologize if your experience with our representative made you feel uncomfortable or pressured. At Erie Home, we strive to ensure that all customer interactions are professional, respectful, and transparent, and we regret that this was not the experience you had.
Erie Home has cancelled your contract. If you have any further questions or require additional assistance, please feel free to contact us directly.
Initial Complaint
Date:11/25/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
08/20/2024 2 salesmen came and inspected and give us a verble quote was more than we could afford. They went to a fiberglass asphalt shingle and spent 4 hours trying to convience us that we "needed " .it. After taking e sig. From both of us to be used if we agreed with the quote price and terms of conditions we could docusign to have a contract. We never got a quote or docusign for any document. We got a siigned contract from erie sept 26 2024. 16 days after roof was installed and demand of full payment. Not one of erie employees had a copy of cotract in hand. Docusign investigated and informed me that envelope ID # was invalid and if i didnt sign the contract my self to ask the company how they sent me a contract with my sig. On it . The contract said i was left and agreed to all terms and was verbaly told about the 72 hour cancellation on the date it was first written 08/20/2024. Emailed to me from customer support sept 26 2024. On sept 24 email sent said my quote was ready to docusign. On EPA lead paint document is marked that the home was built after 1978 when in fact it stated house was built in 1925 at the top of page. According to the MISSOURI HOME IMPROVEMENT FRAUD ACT. IT IS ILLEGAL CONTRACTOR TO MISREPRESENT FACTS. USE DECEPTION.OR CHARGE UNREASONABLE AMOUNTS. MISSOURI LAWS STATES CONTRACTOR AND HOME OWNERS SHALL HAVE A COPY OF CONTRACT IN HAND BEFORE STARTING WORK. I DID NOT DOCUSIGN OR see the contract that has my signature on it. The 2000 down was ernist money to hold lower quote until i abtained 2 more quotes and refuable if i didnt take erie bid. Your salesmen faild to use my home owners insurance in there quote. Your employ that collected sign off papers didnt have contract either but demanded full payment and left 3 installers copy and 1 customer copy.. Your bid never got past verble quote. Erie deposited 2000 check 08/22/2024. Like there was a contract signed.Business Response
Date: 12/04/2024
Erie Home sincerely apologizes for any inconvenience this situation may have caused. Erie Home notes that the price, product, installation date, and all other facets of the sale for labor and materials were contained in a written, signed agreement. The homeowner further initialed directly next to the contract price. This agreement contains a three-day notice of cancellation provision that would allow the customer an opportunity to timely cancel for any reason if, for example, the customer obtained a quote he found more competitive. Erie Home stands by its products and services, and respectfully doubts the customer could obtain the same materials in the same quality and grade, and with the same warranty for the price being alleged. Final payment in the form of a check was received and deposited by Erie Home on September 17, 2024.Customer Answer
Date: 12/04/2024
Complaint: 22599300
I am rejecting this response because:
I received that document that has my signature on it the initials are not mine ther was no finance . I signed a e signature on sales man plastic pad supposed to docusign if I agree . Docusign told me to ask erie how my signature got on the paper because the envelope id # is invalid. I didn't get a three day notice of cancelation or a copy until 09/23 /2024 .I ask everybody that I could installers . Delivery driver and the only erie employ that collected final payment. Nobody answers emails and the number I found on the document went to jewry company. Every part of the written agreement was sent here by erie and the initialed part on front page isn't mine and the signed part would have been put there by docusign if I signed it. It went straight to spam and when I found it didn't let me do anything have erie conta t docusign. There sales man didn't show or have me sign any written part and I didn't initial the lead paint box either. Have erie explain why there name isn't on the lines below the signatures we supposably put there. I paid because they demanded. The front page is I agreed with everything and was verbally told about cancelation 3 day. I would think a company that size would not be aware there wasn't a contract sent to them or me but they didn't let that stop them. If docusign didn't put our signature on it and the number on top ages is invalid who pasted the signatures on the document and made it a contract. According to missouri law there has to be a contract in customers Han and installers hand before any work is started. I paid 3 x what the other bids was. And why didn't they check with my home owners insurance. That was suppose to be a quote and if I agreed with there term and conditions I could docusign it . There sales tactic are not to listen. I ask for aquote for metal roof that's why they where here and told them I needed 3 quotes. Not a 4 hour sales pitch. And told them in the driveway that my wife had nothing to do with it. I'm 69 years old and I think there is some investigation erie should have done before talking to me. Not satisfied with 500 offered . High presure sales tactics. Over priced job . And no real contract. Initials are forgery. Lead paint sheet is not signed by company. My house was built 1925 and I never stated that I thought it was built after 1978. The return of a reasonable amount of what I paid is what I want not a short line telling me I had the contract 08 20 2024.
Sincerely,
***** ******Business Response
Date: 12/09/2024
Erie Home sincerely apologizes for any inconvenience this
may have caused. Mr. and Mrs. ****** entered into a contract with Erie Home on
August 20, 2024. A signed copy of the contract was emailed to both
************************ and ************************ at 5:04 PM on the same
day.On August 22, 2024, the customers contacted our Customer
Service team requesting the lender’s phone number, which was provided.
Following the successful completion of the roof installation, the customers
signed the completion certificate on September 10, 2024, confirming the work
was completed.Additionally, on September 19, 2024, our Customer Care team
reached out to the email addresses on file for a follow-up. The customer
responded, confirming that the installation was completed to their
satisfaction. During this communication, the customer requested another copy of
the contract, which was promptly sent to the email addresses on file.Regarding the Lead Safe documentation, both the customer and
the Installation Manager signed the appropriate Lead Safe checklist on 9/10,
acknowledging that the home was built in 1925, as reflected in the signed
documents. A copy of the signed Lead Safe checklist has been included for
reference.
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