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

  230 Second Ave, Suite 130 Waltham, MA 02451

  
• 

  Erie Home Basement Solutions

  24 Industrial Park Cir Rochester, NY 14624

  
• 

  Erie Home

  121 West Dudley Town Road Unit F Bloomfield, CT 06002

  
• 

  Erie Home

  19 Industrial Ave Mahwah, NJ 07430

  

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

• Initial Complaint

  Date:11/11/2024

  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.

  Removal of roof and installation of new roof and gutters-10/14-10/19 2024.
  BECAUSE OF ERIE’s carelessness, lack of communication, and substandard work, we now have additional work and costs.
  Siding which HAD been in tremendous shape is gouged, cracked, broken, and scraped in MULTIPLE places with patches of replacement siding. These problems were needless and could have been prevented with proper, careful removal of shingles. After repairs, irreparable faults remain-permanent black asphalt scrapes, holes, slits and cracks on white siding. Because of siding damage, will water be directed away from the wood underneath? Only time will tell.
  The old roof was simply scraped off to the ground. Bushes were broken and flower beds were pulverized-no regard for our personal property! Friends, family, and neighbors are appalled with Erie’s work!
  Erie and their subcontractor KNEW we had specific requirements. We depend upon our gutters for our cistern’s water supply. The NEW gutters are a much lower grade than what was removed! Both the workers and the Erie personnel ignored our requests! Mistakes were addressed twice, yet the gutters have poorly caulked gaps and holes, and unprotected areas. Flanges are bent, and wood behind the gutter is compromised. This new system is totally unacceptable and forces us to replace the gutters.
  Communication and supervision were vastly inadequate. Owners had to find omissions and request remedies. WE ARE EXTREMELY CONCERNED ABOUT POTENTIAL UNSEEN PROBLEMS. THE QUALITY OF THE ERIE HOME WORK IS VASTLY INFERIOR.
  Siding which had been FLAWLESS needs to be replaced!
  The NEWLY INSTALLED GUTTERS must be replaced!
  
  Where is the quality we paid for?
  
  ERIE has proven that their workers are incapable of fixing these faults. Every time they return, there is new damage! Thus, we don’t want the crew to return. We want them to accept financial responsibility for their incompetent, sloppy work!
  
  *** *** *** **** * ******* **** **** ** ***

  

  Business Response

  Date: 11/22/2024

  Erie Home sincerely apologizes for any inconvenience this situation may have caused. We value our customers and take all concerns seriously. We are pleased to confirm that we have successfully made contact with the customer to discuss their concerns in detail.
  

  To ensure the matter is resolved to the customer’s satisfaction, Erie Home has committed to addressing the reported damages. Additionally, we will be taking care of the gutters as part of our resolution efforts.
  

  Our priority is to deliver the quality and service our customers deserve, and we remain dedicated to seeing this process through to a satisfactory conclusion. If the customer has any additional concerns or questions, our team remains readily available to provide support. Thank you for your patience and understanding as we work toward resolving this matter.

  Customer Answer

  Date: 11/25/2024

  
  
  Complaint: 22537962
  
  
  
  I am rejecting this response because:  While Erie has said they will be accountable, they are sending their insurance representative to set a value for the repairs Monday, December 2.

  Therefore, the problem is not yet resolved.  At Erie's request, we have contracted a local siding company to complete the work before the end of 2024.
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:11/11/2024

  Type:Sales and Advertising 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.

  Original meeting with Sales week of October 28, roof replacement started on 11/7/24. For this work, I have paid 10% down ($4.560) with remaining balance to be paid when work is complete. We purchased Erie solution based on promises from the sales call. Among those, 1) some type of skirting around the house as prior roof is torn off to catch all nails and debris. Crew that came does not do that, said they would get MOST nails and this has allowed some debris to blow around the neighborhood. 2) Was told that crew is required to be certified by Erie to be able to install an Erie roof and that they wear Erie shirts to the job site. None wore Erie shirts and when I asked about Erie Certification, a crew member had no idea what I was talking about. This crew may be doing a good job, I can't tell until the roof leaks whether or not install was done correctly. I can say that the crew leader knows what he is doing and so I want it to be known, this complaint has nothing to do with him or his crew. I have heard quite a bit of yelling to crew members that are making mistakes and while I'm happy the leader is paying attention and making sure that things he sees being done incorrectly are repaired, it is unsettling. I also heard one crew member calling out for more felt repeatedly, something that an Erie crewmember would not ask for as using an upgrade for felt underlayment is a selling point for Erie. 3) Ridge vent on the dormers was not communicated to the crew even though it was recommended by sales and confirmed by the installation member that has not been around to manage or even check in. I was able to tell the crew leader and he is in process of fixing that. I reached out to ***** and ******, notifying them of these issues and I have been ignored.

  

  Business Response

  Date: 11/21/2024

  Erie Home apologizes for any inconvenience this may have
  caused. Our Regional Sales Manager and Regional Installation Manager have made
  multiple attempts to reach the customer through phone calls and an in-person
  visit. Unfortunately, despite these efforts, we have been unable to establish
  contact with the customer at this time. We remain committed to addressing any
  concerns and are available to assist when the customer is ready to connect with
  us.
  

  Thank you for sharing your concerns. We appreciate the
  opportunity to address them and provide clarification. Erie Home is committed
  to delivering quality service and ensuring customer satisfaction. While we
  understand your frustrations, we would like to provide additional context
  regarding the points you raised:
  

  Debris
  and Nail Cleanup: Our crews take precautions to minimize debris during
  roof installation and clean up thoroughly at the end of the project. While
  it is not possible to catch 100% of nails and debris during the initial
  removal process, we aim to ensure the area is left in a clean and safe
  condition. If you have specific concerns about debris, we encourage you to
  bring them to our attention so they can be addressed promptly.
  Crew
  Certification and Apparel: All crews performing installations for Erie
  Home are trained and qualified to meet our standards. While not all crews
  wear Erie-branded shirts on job sites, this does not reflect their
  qualifications or the quality of their work. We understand your concern
  regarding the perception of professionalism and will pass along this
  feedback to our operations team for consideration.
  Ridge
  Vent Installation: We apologize for any miscommunication regarding the
  ridge vents on the dormers. While this should have been communicated to
  the crew in advance, we are glad to hear that the crew leader has taken
  the necessary steps to address and resolve this matter. Ensuring that all
  components are installed as promised is a top priority for us.

  Customer Answer

  Date: 11/22/2024

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

  Erie Home apologizes for any inconvenience this may have caused. Our Regional Sales Manager and Regional Installation Manager have made multiple attempts to reach the customer through phone calls and an in-person visit.           RESPONSE            (I have been in communication regularly with regional sales manager.  His message to me is that my concerns are irrelevant, with only the incorrect communication regarding Erie shirts being the only issue.  My last message to him stated that I am unable to access my voice mail, so if someone else called or has left a message, I have not heard from them.  There has been no response in the last couple of days since.  The in person visit was me driving to their office to pay the balance of my bill.)                               Unfortunately, despite these efforts, we have been unable to establish contact with the customer at this time. We remain committed to addressing any concerns and are available to assist when the customer is ready to connect with us.
  
  Thank you for sharing your concerns. We appreciate the opportunity to address them and provide clarification. Erie Home is committed to delivering quality service and ensuring customer satisfaction. While we understand your frustrations, we would like to provide additional context regarding the points you raised:
  
  Debris and Nail Cleanup: Our crews take precautions to minimize debris during roof installation and clean up thoroughly at the end of the project. While it is not possible to catch 100% of nails and debris during the initial removal process, we aim to ensure the area is left in a clean and safe condition. If you have specific concerns about debris, we encourage you to bring them to our attention so they can be addressed promptly.                   RESPONSE           (The issue is that I was told that something would be used to catch everything coming off the roof, which was a lie.  I initiated this complaint before the job was finished.  Since, I have cleaned up my property as well as the neighborhood where debris and wrapping blew during installation.  I found over 200 nails on my property.  Erie did offer to come back for clean up, but it had already been completed)
  Crew Certification and Apparel: All crews performing installations for Erie Home are trained and qualified to meet our standards. While not all crews wear Erie-branded shirts on job sites, this does not reflect their qualifications or the quality of their work.  RESPONSE      (If this were true, the person that I asked would have been familiar with the Erie training and certification process and he was not.)                                                      We understand your concern regarding the perception of professionalism and will pass along this feedback to our operations team for consideration.
  Ridge Vent Installation: We apologize for any miscommunication regarding the ridge vents on the dormers. While this should have been communicated to the crew in advance, we are glad to hear that the crew leader has taken the necessary steps to address and resolve this matter. Ensuring that all components are installed as promised is a top priority for us.
  At this point, it is unlikely there is anything that can resolve this issue. 

   

  CONCLUSION  -  I may have a perfectly installed roof, it is just that my experience during installation does not instill that confidence and the communication with the office does not give me the confidence that the warranty will be honored should my roof fail.   I do not believe that any commission should be paid for this project and I certainly don't want to be the one providing those funds since their lies is what led me to signing with Erie.  I was told that the reps either do not receive or only receive a small commission for projects.  I do not believe that to be a true statement either as I researched a job advertisement which clearly shows a commission plan. 

   

   

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

  

  Business Response

  Date: 12/03/2024

  Thank you for your detailed feedback. We sincerely apologize for any frustration you experienced during your roof installation process. At Erie Home, we take all customer concerns seriously and are committed to addressing them transparently and professionally.
  
  We appreciate you sharing your interactions with our Regional Sales Manager and other team members. While we understand your concern regarding communication, we acknowledge the importance of ensuring clarity and responsiveness in all interactions. We regret any misunderstanding or lack of timely follow-up and are committed to improving this aspect of our service.
  
  We understand your frustration regarding the cleanup process. While our crews strive to minimize debris and ensure thorough cleanup during installation, we regret that the methods used did not align with your expectations based on prior conversations. We appreciate that you took the initiative to clean up your property and surrounding areas and acknowledge your dissatisfaction despite our offer to revisit for additional cleanup. Your feedback has been shared internally, and we will review our processes to prevent similar situations in the future.
  
  We ensure that all installation teams are trained and qualified to meet Erie Home’s standards of quality. We regret that the crew member you spoke with was unable to provide clarity about the certification process, and we acknowledge that this may have impacted your confidence in the installation. Your feedback will be shared with our operations and training teams to ensure better communication and understanding among our crews regarding their training and qualifications.
  
  We apologize for any oversight or miscommunication regarding the ridge vents on the dormers. While this issue was addressed during installation, we recognize that it should have been communicated more effectively to the crew in advance. Ensuring all work is completed as promised remains our top priority, and we appreciate your patience as this was resolved.
  
  We understand your concern about the long-term confidence in your roof and the warranty provided. Please rest assured that Erie Home stands by the quality of its materials and workmanship, and our warranty is designed to protect you in the unlikely event of any issues. We encourage you to reach out to our customer service team at any time for clarification on your warranty or assistance with future concerns.
  
  We recognize your concern regarding the sales process and commission structure. While we cannot discuss internal compensation details, we strive for transparency in all interactions with our customers. Your feedback regarding the sales process will be reviewed internally to ensure we continue to provide accurate and honest information to all customers.
  In conclusion, we deeply regret that your experience did not meet your expectations, despite our efforts to deliver a high-quality roof installation. Your concerns have been heard, and your feedback will guide us in improving our processes moving forward. Should you have any additional questions or require further assistance, please do not hesitate to reach out to us directly.

• Initial Complaint

  Date:11/04/2024

  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.

  I was approached at my address by a solicitor from Eerie Homes on 10/31/24. He immediately asked, as soon as he finished explaining who he was, what time on Saturday he could schedule an appointment. I told him we would be out of town, but I would like information. I told him my husband and I would talk over when we would both be free for an inspection and quote and get back to him. We exchanged information. I got a phone call today 11/01/24, confirming my appointment time for 6pm on 11/02/24. I immediately told the scheduler that no appointment had been made. She said that she was under the impression that someone was at my house yesterday. I said yes, but i never scheduled an appointment with them. The scheduler said she would cancel it. Now I am worried that someone will come by while I am out of town and start perusing the property while I am gone! This is absolutely unacceptable.

  

  Business Response

  Date: 11/04/2024

  Thank you for bringing this matter to our attention, and we sincerely apologize for the miscommunication and the concern it has caused. At Erie Home, we take your privacy and peace of mind seriously, and we understand how unsettling this situation must be. Our records indicate that one of our representatives did visit your home on 10/31/24 to introduce our services. It appears there was a misunderstanding regarding the scheduling of an appointment. We acknowledge that our representative should not have scheduled any appointment without your explicit confirmation. Upon receiving your call on 11/01/24, our scheduler promptly canceled the appointment as requested. We want to assure you that no one from Erie Home will visit your property without your permission or while you are out of town. We respect your property and your preferences, and we will not conduct any follow-up visits or inspections unless explicitly scheduled and confirmed by you. Please accept our apologies for this inconvenience, and if you have any further concerns or questions, we encourage you to reach out to us directly at **************. We would be happy to assist and address any additional issues.

• Initial Complaint

  Date:10/15/2024

  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 Construction installed a roof on my home on September 07, 2024. Part of the agreement was they would replace any decking (plywood) if needed. The roof was replaced, in which, the roofers left a flat spot where water collects, which seeps through the shingles and leaks behind the stucco wall. This over time will damage the inside of the wall. I have reached out to the Installation manager and he continues to give me excuses for the issue to be resolved. The roof cost was $13, 179.00. I would like help getting the issue resolved.

  

  Business Response

  Date: 10/25/2024

  Erie Home understands the customer’s concerns regarding the roofing and gutter installations, and we apologize for any inconvenience experienced. We would like to clarify that the scope of work initially did not include new decking. After the roof installation, the customer reported a leak, which our inspection revealed was draining off the side of the roof rather than penetrating the stucco. However, we understand that the customer found this result unsatisfactory. In response, we promptly sent our installation partner to make adjustments to the roof. When our gutter installation team was on-site, they shared an alternative approach with the customer. We acknowledge that the customer has since reported additional concerns, and while the original installation team has had a brief delay due to personal reasons, we have arranged to address this issue comprehensively. On Tuesday, October 29th, our team will replace the decking and redo the front portion of the home’s roofing. We are committed to ensuring the customer’s satisfaction and to delivering a solution that meets our high standards for quality and durability.

• Initial Complaint

  Date:10/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction - 8/22/24 NUMEROUS FALSE STATEMENTS made by Erie representative.MISREPRESENTATION OF INSTALLATION PROCESS CAUGHT IN THE ACT TRYING TO RIP ME OFF and deny me the installation job as stated in the contract ATTEMPTED TO OVERCHARGE ME when they were caught trying to rip me off.RETALIATORY ACTIONS DURING INSTALLATION by install crew. Following being caught trying to rip me off, took intentional, hostile actions to get even because they had to do the work as promised.DAMAGE TO MY HOME in the form of cracked ceiling in 3 different rooms, 2 broken light fixtures and damage to outdoor audio system AS A DIRECT RESULT of install crews retaliation.MASSIVE MESS INTENTIONALLY LEFT IN MY ATTIC by install crew as further actions of retaliation.HOSTILE ATTITUDE AND TREATMENT TO ME BY INSTALL CREW, refusing to answer simple questions.POOR WORKMANSHIP OF FLASHING INSTALLATION, leaving black sections on white trim.MATERIALS AND GARBAGE LEFT IN MY DRIVEWAY FOR OVER A WEEK, and picked up only when I called and demanded they come and take it away. MANIPULATION, HIGH PRESSURE TACTICS, PRICE GOUGING AND BILKING of senior citizens, charging more than double the price that top, local roofing companies ch ******* the identical product and services.The actions of this company, who promised a worry-free roof replacement resulted in a permanent unease about the product and installation, leaving us feeling taken and forever wondering what other damage they committed that we CANNOT see, hidden underneath the shingles. And, (shame on me for not checking them out better) the gut-wrenching revelation afterward when we found out wed been so grossly overcharged.TWO STATEMENTS to consider, one from THEIR OWN SENIOR CREW LEADER, and another from a roofing company inspector afterward:CREW LEADER: Referring to the roof and job midway trough their work, This is bad. Its ALL bad.ROOFING COMPANY INSPECTOR: Im sorry, but you were swindled.

  

  Business Response

  Date: 10/25/2024

  Erie Home apologizes for any inconvenience this may have caused. To ensure a thorough review, we have arranged for a third-party inspector to visit the home next week to assess the project. While Erie Home notes that the reported interior damages appear to be pre-existing, we are committed to addressing these repairs to support our customers satisfaction. Additionally, our team will conduct a complete clean-up in the attic space next week.

  Customer Answer

  Date: 10/29/2024

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

  More lies, more dodging the truth about the treatment to us and our home, particularly as seniors, done by the salesman and installers. 
  
  Nice try, ****. The damage they NOW claim to be pre-existing occurred in no less than six different rooms of the home, all consistent with the result of dropping heavy objects onto the roof. Fixtures broken away from the wall and ceiling, NUMEROUS cracks in various room, severed wires; all new since they came and did the roof. The mess in the attic they volunteered to clean up is indicative of the careless and hostile behavior of the installers. No way to try to blame that one on us, guys. And, if ********* responsible for the damage, why an offer to come and fix it when the Regional Install Manager was here? He said hes even got a special guy from ******* hed like to bring up to do the work.This is another perfect example of how **** operates. Lies, lies and more ******* it any wonder theyve now backtracked and acted as though they had nothing to do with the damage?
  
  We were promised a crew of 8 qualified installers who could answer all our questions. What we got was 3 young, inexperienced Hispanic men (one, a teenager) who couldnt speak a word of English. **** is doing their level best to play the legal game instead of making this right: "Deny, deny, deny.Say the damage was already there. Offer to put band aids on the wound and act concerned. After 348 formal complaints to the BBB, theyve obviously gotten their playbook perfected.  And, at a billion dollars in sales annually,theyve got the money to hire the slickest attorneys to back them up.
  
  We were home and witnessed first-hand the retaliatory carelessness and hostility of their installers once we caught Erie Home trying to make more profit by breaching their spoken and written contract stating existing wood would be "Replaced". Once caught in the act, they quickly delivered the correct, more expensive wood and proceeded to remove the old wood. The manner in which they operated from that moment on clearly demonstrated their unhappiness with having to do the extra work and expense that they were obviously and dishonestly trying to turn into more profit. 
  
  Id like to add that they are involved in at least one lawsuit locally with another customer they shafted. Many people have come forward to tell me their own version of an Erie horror story since I formally made my complaint.
  
  The last man who visited our home, ******* ******** **** promised to get back with us in 2 to 3 days. In typical Erie fashion, weve never heard another peep from him and its now been 8 days. However, more revealing to the nature and truth about our Erie Experience are the words Mr. ******** said directly,face-to-face to both my wife and I on 10/21/24, YOURS IS NOT AN ATYPICAL SITUATION. He went on to describe in detail how hes had to travel as far as *******, **** and ***** to try to solve these kinds of issues. He referred to all of us as Customers in distress. What was billed, in his own words, as a visit to "come to a settlement" was nothing more than a fact-finding visit to try to find things they could use against us. Mr. ******** came right out and talked about how he was trying to read us and our body language just as he did in his former days as an officer with the ***, where by the way, he says he only made $55,000 and then, earned more than double that as soon as he got out of law enforcement.Congrats ****! Nice to hear how you and all the corporate employees are making so much money of the backs of those people you *******. Now both he AND the original salesman sat in our living room and bragged about how much Erie Home pays them. His visit to our home wasn't to help. His visit was to see what they could get away with.
  
  THERE IS MORE, but unless and until Erie is ready to own up to the damage and more importantly, the false advertising and outright lies about what they promised to deliver to us as their customers, weve no intention of trusting a single word that comes from their mouths, nor allow another lying member of their staff, or anyone they send, to step foot on our property.

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

  Customer Answer

  Date: 11/07/2024

   
  Complaint: ********
  
  I am rejecting this response because more details are warranted for the BBB to have a clear, factual timeline of events and details:

  In response to Eries message to the BBB regarding our case, further details are now vital in order to shine a light on their attempts to reframe the narrative, divert the focus of attention away from their misdeeds, and deceptively exonerate themselves from their actions.
  
  Three days ago, 11/4/21, the ************************* Inspector came to our home to do a final inspection after having been notified by an Erie representative that the job was completed. THIS NOTIFICATION CAME ONLY AFTER MY COMPLAINT WITH THE BBB WAS FILED. UP TO THAT MOMENT, THEY WERE IN DELINQUENT STATUS WITH THE CITY BUILDING INPECTORS OFFICE.
  
  Prior to my complaint, and a full seven weeks after completion of the job, Erie is just now showing interest in an inspection as stated in their BBB response. However, the inspector informed me that **** HAD FULL KNOWLEDGE THAT THEY WERE REQUIRED TO CALL FOR A FIRST INSPECTION PRIOR TO COMPLETION, TO ALLOW THEM TO INSPECT THE ROOFING WOOD INSTALLATION, ALONG WITH THE ************ PROTECTIVE LAYERS REQUIRED PER THE CITY CODE. **** DID NOT CALL FOR THAT FIRST INSPECTION. THEY PROCEEDED WITHOUT IT, ESSENTIALLY PREVENTING ANYONE FROM SEEING THE WORK THAT WAS REQUIRED TO BE INSPECTED BEFORE MOVING FORWARD TO FINISH THE ****
  
  The Inspector viewed the damage to the ceiling in the assorted rooms of the house. He did indicate that the fixtures broken away from both ceiling and walls, as well as the cut wires in the soffit area and poor facia work, seemed to be the result of the roofing installers. BUT, SINCE **** NEVER CALLED FOR HIM TO DO THE FIRST INSPECTION AS REQUIRED BY THE CITY CODE,HE HAS NO PRIOR FRAME OF REFERENCE.
  
  
  THIS ISSUES AT HAND:
  The stated definition of a BBB Accreditation is commitment to integrity, ethical business practices and customer service and, its invitation is to be a part of the BBB community of trustworthy businesses.  A trustworthy business MUST BE, by definition, a business whose WORDS can be trusted, whose actions are ethicalnot just one who proves they will offer band-aid solutions to the problems they create after having betrayed those words. Words matter.
  
  THE FOLLOWING CANNOT BE UNDERSTATED, BYPASSED,DISREGARDED, MINIMIZED OR EXCUSED: Integrity and ethical business practices are what this case IS ALL ABOUT. Erie has and still is demonstrating that their strategy is clearly to avoid accountability for their words, both written and spoken, and to redirect attention away from legally punishably behavior to cheap and easy answers like offering to clean up messes in attics.
  
  Specifically, in our case, Erie has told numerous, SERIOUS LIES TO US, TRIED TO CHEAT US, AND EVEN TRIED TO DOUBLE-DOWN ON CHEATING US. (more on this later) First, the following quotes taken from their own website describe what they offered and promised to us. These words cannot be ignored or dismissed, and they should be held accountable to them:
  
  Team of experts
  Ensure that youre delighted every step of the way
  Unbeatable service
  Expert Installation
  You can expect white-glove service from start to finish
  Hassle-free installation
  Most trusted
  
  These are their words, their promises to us, the BBB, and the public at large.
  
  In response to their advertising and sales invitation, what my wife and I received were the very opposite of those things:
  
  The installation crew were not EXPERTS, as evidenced by both the sloppy work and damage to our home. The team of eight we were told would be coming were a team of only three, consisting of two young men (20s) and a teenager who was unable reinstall a simple piece of facia, nor clean up trash correctly. None of the three could speak English.
  We were not only NOT DELIGHTED, we were shocked, fearful, intimidated, distressed, unhappy, disappointed, and angry. These sentiments are as real for us today as the day it occurred.
  The service was not only, NOT UNBEATABLE, it was DEPLORABLE. Once I caught them trying to cheat me, their behavior of the installers turned to hostile and loud. We found ourselves on the receiving end of physical retaliation to our home on the part of the installers. This is what caused the damage. It was not preexisting as the latest Erie story goes.
  The installation was far from EXPERT and more aptly could be described as cheapest available.
  WHITE-GLOVE SERVICE, as we all know, is a term to describe the utmost care and concern, along with the ability to be inspected with a white glove and finding not even a trace of dust. The promise of White-glove service we were told to expect from **** was a complete and total fabrication, as evidenced by the mess they left in our driveway for over a week, and far more so in our attic. Of even more significance is not only the LACK of care and concern for our property, but the intentional abuse of it.
  The HASSLE-FREE INSTALLATION they promised was nothing less than a battle to receive what was contracted. They tried to get away with not-doing what we already paid an additional $15,000 for them to do.
  MOST TRUSTED as we know, is their way of saying, most-sales.  Should not most trusted instead be measured by criteria like the company with the least number of formal complaints to the BBB?
  
  As eluded to above, the greatest unethical action perpetrated by representatives of Erie was not the false advertising, but the attempt to deceive and cheat us. THEY'VE DEMONSTRATED THE CLEAREST EXAMPLE OF DECEPTIVE BUSINESS PRACTICES. This is what occurred:
  
  THE **** SALESMAN, *******, spent much time in our home describing how bad the old wood on our roof was, and HOW IMPERATIVE IT WAS THAT WE HAVE THE FOLLOWING WORK DONE AT AN ADDITIONAL COST TO US OF $15,000. THE OLD, BAD WOOD, NAILS AND ALL, WOULD HAVE TO BE REMOVED, WHICH AS HE DESCRIBED IS A *** REQUIRING MUCH EXTRA LABOR AND MATERIALS. WE WERE TOLD THAT IF WE DID NOT DO THIS, THE NEW WOOD, IF OVERLAYED ON TOP OF THE OLD, WOULD TRANSFER ITS DEFICIENT PROPERTIES TO THE NEW. THIS WOULD INCLUDE, THE SAGGING BETWEEN ROOFING JOISTS, THE LEAKING OF WATER DESCRIBED AS ZEBRA-STRIPES WHICH HE DOCUMENTED WITH HIS CAMERA, AND, THE POTENTIAL FOR UNSEEN MOLD GROWING THERE.HE WAS ADAMANT ABOUT THIS POINT.
  
  THE FOLLOWING IS WHERE THE ATTEMPT TO DECEIVE AND CHEAT US WAS UNCOVERED.
  
  The day before the work began, a lumber company delivered a pallet of 7/16 thick wood underlayment. We had no reason at that time to question the thickness of this wood.
  
  The following day, when the grossly-misrepresented installation crew arrived, they began by first removing the old shingles. Then, while we were inside, unaware, THE **** BEGAN TO LAY THE 7/16 WOOD OVER TOP OF THE OLD,BAD WOOD WHICH, AS THE SALESMAN REPEATEDLY STATED, WAS TO BE REMOVED FIRST!
  
  THIS IS THE COMPLETE OPPOSITE OF THE PLAN OUTLINED IN THE LENGTHY SALES-PITCH FROM SALESMAN *******, WHO EXPLAINED IN DETAIL HOW THE EXTRA LABOR AND MATERIALS TO REMOVE AND THEN REPLACE THE OLD WOOD, WOULD ADD $15,000 TO THE TOTAL COST.
  
  As it happened, I went outside to look at their progress.This is when I discovered the installers were in the process of laying down wood. THEY HAD ALREADY NAILED DOWN ABOUT SIX SHEETS OF 7/16 ********* ON TOP OF THE OLD, BAD WOOD THAT WAS SUPPOSED TO HAVE BEEN REMOVED FIRST. I shouted for them to stop, which they did seem to understand.
  
  I called the company immediately, got voicemail, left a message. About a half hour later, I received a return call from the local installation manager, ***. He said that he would have a second pallet of wood delivered right away and instruct the installers to begin removing both the wood they had just installed, and then the old wood. I asked the obvious question, What is the 2nd pallet of wood needed for?  HE THEN EXPLAINED THAT THE 7/16 BOARD THEY SENT THE DAY BEFORE WAS NOT ADEQUATE BECAUSE, AS THEYD NOW BE REMOVING THE OLD WOOD, IT WOULD HAVE TO SERVE AS THE ONLY SOURCE OF SUPPORT. HE WENT ON TO ADD THAT IT IS THEIR STANDARD PRACTICE TO USE THE THICKER, *** INSTEAD, BECAUSE IT NEEDS TO HAVE GREATER STRENGTH TO SUPPORT THE ROOF BY ITSELF.
  
  Just minutes later, the original salesman by the name of *******, called and attempted to talk me out of this change of plan, and, stop the action that *** had just put into motion.
  
  Ive since heard stories of how **** had a reputation for taking advantage of unwitting senior citizens, but I had no idea how far this young man was willing to go. HE ACTUALLY BEGAN TRYING TO CONVINCE ME THAT THE CHEAPER WOOD LAYERED ON TOP OF OLD, BAD WOOD, WOULD NOW SUDDENLY BE AN ADVANTAGE TO ME! HE SAID THAT THEY NORMALLY PLACE THE NEW WOOD OVER TOP OF THE OLD WOOD BECAUSE IT ADDS TO THE STRUCTURAL STRENGTH OF THE ROOF. THIS IS THE VERY SAME MAN WHO SPENT HOURS EXPLAINING WHY IT WAS IMPERATIVE THAT WE REMOVE IT FIRST BEFORE INSTALLING THE NEW WOOD. I WAS FLABBERGASTED TO HEAR HIM DO A COMPLETE, 180 DEGREE ABOUT-FACE IN HIS BLATANT ATTEMPT TO DECEIVE US, AGAIN.  AND, AS IF THIS WASNT ENOUGH OF AN OFFENCE,HE THEN WENT ON TO TELL ME THAT IF I WANTED TO HAVE THE OLD WOOD REMOVED AND REPLACED WITH THE NEW WOOD (NOW ON ITS WAY TO MY HOUSE) THAT HE WAS GOING TO HAVE TO CHARGE US MORE!!! 
  
  WHEN THAT DIDNT WORK, HE THEN TRIED TO USE A SCARE TACTIC ON ME BY SAYING THAT IF THEY REMOVED THE OLD, BAD WOOD, AND THEN INSTALLED THE NEW, THICKER WITHOUT IT, IN 10 TO 12 YEARS THEIR *** MAY BEGIN TO SAG BETWEEN THE ROOF JOISTS. HE FINISHED HIS ARGUMENT BY SAYING THAT THEY COULD DO IT FOR ME IF I STILL WANTED TO, BUT IT WAS GONNA TO COST ME EXTRA.
  
  IT WASNT BAD ENOUGH THAT HE WAS CAUGHT RED-HANDED TRYING TO CARRY OUT THIS FRAUD, HE HAD THE **** TO ATTEMPT TO GET EVEN MORE MONEY OUT OF ME TO COVER THE EXPENSE OF DOING WHAT ID ALREADY PAID THE EXTRA $15,000 TO HAVE THEM DO. IS THIS HOW THE **** SALES STAFF APPROACHES ALL SENIOR CITIZENS??
  
  Are these the actions of a BBB A+ rated business?
  
  I restated again that the new wood and its replacement costs were already what they were contracted to do. Then, in a last-ditch effort to persuade me, HE ATTEMPTED A GUILT-TRIP TACTIC BY SAYING THAT HE (PERSONALLY) WOULD EAT IT AND THAT THEY WOULD PROCEED WITHOUT CHARGING ME MORE.
  
  WHAT FOLLOWED THEN WAS A DRAMATIC SHIFT IN THE BEHAVIOR OF THE THREE INSTALLERS.
  No doubt, this change in plan added more, unexpected labor to their day. The job that was meant for eight installers to complete in one day, was now being piled on a small crew of only three. They began tearing off the old wood in an obvious, frustrated, careless manner that communicated their objection to having to do the extra labor as ordered. This is what caused the incredible mess left in our attic.
  
  I do not know what the three installers were told either before, during or after the job, but our house became the target of their anger. Maybe this was their way of demonstrating to **** their displeasure at being underpaid, as was stated by their crew leader, *******. A man in his 60s who spoke English and Spanish, he arrived a few hours after the work began and WAS OPENLY VOCAL ABOUT HIS DISPLEASURE WITH **** AND THAT THEY HADNT GIVEN HIM A RAISE IN RATE SINCE 2002. ALL THEY CARE ABOUT IS THE MONEY, HE TOLD ME.
  
  The roofers were independent contractors hired by ******* it possible that our home happened to get caught in the crossfire of an ongoing ill-will situation between Erie and one of their less than happycontractors?
  
  As the day progressed, the violent actions being perpetrated on the rooftop got louder and louder. When we observed a crack had formed in the living room ceiling, I called ******* into the house to take note of it.He looked, went outside, and spoke something to the installers in Spanish.  The violent crashes stopped immediately. Then after a pause of about fifteen minutes, the extreme crashing sounds resumed. It was at this point that my wife and I became fearful of what these angry strangers might do to our house, or worse - to us, if we complained again.
  
  Following this, two other telling statements were made by the crew leader, *******. One was (at approximately 4PM) the comment he made in response to my asking him how the job was coming. (By this time, about half the wood had been removed/replaced and shingles had begun to be installed.) HIS REPLY WAS, ITS BAD. I ASKED, WHAT?? ITS ALL BAD, HE RESPONDED, SHAKING HIS HEAD. I figured Id better be quiet because tensions seemed to be reaching a boiling point. Later, he said hed spoken to his boss, who was upset and said, NOBODYS GONNA MAKE ANY MONEY ON THIS DEAL. 
  
  Its clear by this onsite-crew-leaders statements, that the job was not going well, and the companys primary concern was the loss of extra profit after having been caught in the deception.
  
  End of Day #1 - They did not complete the work, and had to schedule a second crew to finish the job the next day.  On Day #2, a second, three-man crew arrived with one who said he could speak English. This trio was even more hostile than the first in that they would not even look at me, nor respond to a question I asked about the rainfall overnight on the unfinished job. They also left their big pile of garbage behind, attempting to conceal it behind the pallet of the 7/16*** wood left behind in my driveway. ******* arrived later, took the pile of garbage away and stated that someone would be back to pick the up the *** wood on the following day. I tarped the wood to protect it from the rain.
  
  ******* came the following day to get his sign offdocument completed. I hesitated, thought about it, but signed it in fear for what might happen if I did not. I had seven, local roofers who were outwardly angry and knew exactly where I lived, and that my wife and I lived alone.
  
  ******* did not take the pallet of wood away that day. It was removed eight days after the job, and only after I called to complain that it was still there.
  
  I was ill for a few weeks following that day, whether related or not Ill never be sure. (Heart/Diabetes) But after I started feeling better, I began to really survey the damage and got the strength and courage to contact Erie about what happened.
  
  As mentioned in my first response to Eries statement,******* ******** came to our house. He tried to sound sympathetic, explaining,and I quote, that YOUR SITUATION IS NOT ATYPICAL. (PLEASE READ THAT AGAIN) He gave several examples of some of his longest road trips to resolve large problems.He went on to describe how some peoples complaints were frivolous, like installing the wrong color, etc., unlike ours where customers were sincerely in distress. IF THE REGIONAL INSTALL MANAGER ADMITTED TO MY WIFE AND I THAT OUR EXP****NCE IS NOT ATYPICAL, GIVEN THEIR REPUTATION WHICH IVE NOW BECOME FAMILIAR WITH, IN ADDITION TO THE ALREADY 350+ BBB COMPLAINTS FILED IN THE LAST THREE YEARS ALONE, IM AT A LOSS TO UNDERSTAND HOW ANY COMPANY WITH THIS RECORD CAN BE WORTHY OF AN A+ RATING.
  
  The salesman made their BBB rating the central theme of his presentation. We took it as an endorsement worthy of trust. That trust has been shattered by Erie, and we are trying to have faith that after this case is resolved, it will be restored.
  
  Mr. ******** knew prior to his visit that we were seeking a refund of some kind and he stated that given what happened he would talk to his superiors and see what he could so. HE SAID, SEVERAL TIMES, GIVE ME TWO OR THREE DAYS TO SEE WHAT I CAN DO AND ILL GET BACK WITH YOU, OK?  TODAY REPRESENTS TWO-AND-A-HALF WEEKS SINCE HIS VISIT, AND, IN CONSISTENT FASHION FROM ****, THAT TOO WAS NOT THE ******
  
  How many lies spoken from the lips of how many different levels of representatives of this company, is necessary to establish their true level of trustworthiness? Whatever that number is, it seems clear that they have surpassed that, and then some.
  
  That Erie is now trying to deny all fault for the damage that occurred that day, should not come as a surprise to anyone.  Regrettably for them, its hard to pin the mess in my attic on someone else, but please make note of how they are carefully avoiding the explanation of how and why it occurred. To escape accountability for the actions of their employees, its now evident that their strategy, despite the facts, is to deny fault of any kind, and steer the conversation away from the criminal attempt to deceive us into paying an extra $15,0000, and all that followed as a result of being caught in the act of doing it.
  
  
  SUMMARY OF EVIDENCE:
  
  The Regional Install Manager, ******* ******** openly stated, YOUR SITUATION IS NOT ATYPICAL, WHICH REFLECTS THAT THESE KINDS OF INCIDENTS ARE COMMON TO ERIE CONSTRUCTION. BY THEIR OWN ADMISSION, THIS IS HOW THEY OPERATE, AND FAR FROM THE TRUSTWORTHY STANDARD BBB MEMBERS ARE REQUIRED TO UPHOLD.
  **** VIOLATED THE ***** BUILDING CODE INSPECTION PROCESS, TWICE, failing to call for the first inspection BEFORE COMPLETING THE *** AS REQUIRED, thereby eliminating the possibility that their workmanship and evidence of any sort of damage to our home could be seen because of the installation of the shingles. **** was also required to call for the final inspection on September 1st and failed to do so. They now have complied and contacted the City, a full TEN WEEKS late and only after my filing this complaint. Is not full compliance with local building codes a mandatory, minimum requirement to hold an A+ rating with the BBB?
  The salesmans statements were clear about the need to REMOVE AND THEN REPLACE THE OLD WOOD, AND SERVED AS THE CORNERSTONE OF HIS EXPLANATION FOR THE ADDITIONAL $15,000 COST. HE FURTHER STATED THAT IF OUR ROOF DID NOT REQUIRE THE REMOVAL OF THE OLD WOOD, THE TOTAL COST FOR THE *** WOULD BE APPROXIMATELY $22,000. (OUR COST WAS $38,086.00)   THE WORD, REPLACED APPEARS TWICE ON THE CONTRACT. NO WHERE DOES IT SAY, OVERLAYED, ADDED TO OR INSTALLED ON TOP OF.
  THE CHEAPER, IMPROPER WOOD WAS ORDERED AND DELIVERED PRIOR TO THE ***, REVEALING A DIFFERENT PLAN OF ACTION THAN THAT WHICH WAS STATED BY THE SALESMAN AND WRITTEN IN THE CONTRACT.
  IMMEDIATELY FOLLOWING GETTING CAUGHT IN THE ACT, THE SALESMAN CALLED AND COMPLETELY CONTRADICTED HIS OWN NARRATIVE, (LYING YET AGAIN) TRYING TO CONVINCE ME THAT THE CHEAPER WOOD LAYERED ON TOP OF OLD, BAD WOOD WOULD NOW SUDDENLY BE AN ADVANTAGE TO US. SO WHY DID HE CHARGE US THE EXTRA $15,000 IF WE DIDNT NEED IT???
  THE SALESMAN DOUBLED-DOWN ON HIS CHARADE WHEN TELLING ME THAT THE NEW, THICKER WOOD, IF INSTALLED WITHOUT THE SUPPORT OF THE OLD, BAD WOOD UNDERNEATH, WOULD BE INSUFFICIENT AND MAY BEGIN TO SAG IN ***** YEARS.  I immediately called *** (Erie Local Install Manager) about the salesmans statement regarding the inadequacies of the wood hed just told me minutes before was now on its way to my house for installation.  *** STATED THAT THE SALESMANS WORDS WERE NOT TRUE, and that this is what they always use to install directly over open studs. (Without any other wood support underneath)
  On 11/4 during his final inspection visit, I asked the City Building Inspector if the statement from the salesman regarding the wood sagging in ***** years was correct. He stated flatly that this was not true, and that the new, wood with our 16 on-center-studs was the correct thickness to use, and, would support the roofing without any issues further proof of the salesmans attempt to deceive us.
  IN A LAST-DITCH EFFORT TO INCREASE **** PROFITS AND HIS OWN COMMISSION, THE SALESMAN ALSO MADE TWO ATTEMPTS TO CHARGE US EXTRA FOR THE NEW WOOD AND LABOR WED ALREADY PAID FOR, THE *** HE SOLD US. THIS IS FRAUD, PLAIN AND SIMPLE. He finally backed off when I emphatically reminded him again that this was what they were contracted to do.
  THE **** OF EIGHT THAT WAS PROMISED BY THE SALESMAN WAS GROSSLY MISREPRESENTED. NOT ONLY WERE THEY INEXP****NCED, BUT RATHER A **** OF ONLY THREE YOUNG GUYS WITHOUT THE ABILITY TO COMMUNICATE IN ENGLISH. THEY WERE ANYTHING BUT EXPERTS. I was promised that there would be someone present from the start I could speak to, to ask questions specifically about things like my soffit issue BEFORE they began the job. What we got instead were three workers who could only reply to my questions with, No English.
  The installation and behavior of the workers occurred exactly as described. As mentioned earlier, the statements from their crew leader regarding how bad it all was and how upset at not making the money they expected, capsulizes both the outcome and the motive behind it.
  On the fifth day following the work, I called *** to ask when they were going to get this wood Id tarped for them out of my driveway. He stated he didnt know it was there and that, Worst case scenario, itll be out of there by Thursday. Not surprisingly, on Friday, the eighth day after the job, a truck came and removed it. Yet another in a long list of untruths.
  
  WE ARE LEFT TODAY IN A STATE OF INJUSTICE, HAVING CAUGHT THEM RED-HANDED TRYING TO RIP US OFF TO THE TUNE OF $15,000 OR MORE. THAT THEY WERE CAUGHT BEFORE BEING ABLE TO FINISH THE ACT AND THEN FORCED TO MAKE GOOD ON THEIR WORD DOES NOT EXCUSE NOR EXONERATE THEM FROM BOTH GUILT AND ACCOUNTABILITY. IN ADDITION, WE NOW RESIDE IN A PERMANENT STATE OF WORRY ABOUT UNSEEN DAMAGE NOT ONLY TO THE ROOF, OR THINGS WE HAVENT YET DISCOVERED IN THE ATTIC, BUT THE SUPPORT SYSTEM THROUGHOUT THE HOUSE. OUR HOUSE WAS ASSAULTED,INTENTIONALLY, BY ANGRY MEN WHO HAD TO MAKE GOOD ON BEHALF OF ****S DECEPTION WHEN **** WAS CAUGHT IN THE ACT. 
  
  This roofing project began as an effort to upgrade our home, to pass on to our kids a good house with a good roof. (We are both retired seniors.) What it turned into instead is a lifelong doubt and concern.  Ive now heard from several credible,independent sources that **** has been targeting seniors like this for 20 years.
  
  RELIVING THIS EXP****NCE HERE IN THIS COMPLAINT PROCESS IS DIFFICULT ON ITS OWN. THE TRAUMA OF THAT DAY, WHAT **** DID, AND ITS ONGOING IMPACT, IS AS REAL AS THE ROOF ITSELF.
  
  To the BBB:
  Erie Home/Erie Construction should be held accountable for their attempt to ******* us out of at least $15,000. This can accurately be described as a case of large-scale fraud. They must also be held accountable for verbal and written contracts both public and private. Advertising is a verbal contract, which is why false advertising is a punishable offence.Statements made by their employees are legal, verbal contracts just as well.When they violate them as they so clearly did in our case, they should be held to account. I formally request that their status as an A+ trustworthy BBB member be revoked because they have clearly demonstrated not to practice the standards set forth therein. I hope that you will be a part of putting a stop to this kind of attempt to take advantage of seniors.
  
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 11/20/2024

  Thank you for sharing your detailed feedback with us. We understand that this experience has been challenging, and we take your concerns seriously. Erie Home strives to provide quality service and transparency, and we regret that this situation has caused distress.
  
  At this time, Erie Home is actively investigating the claims brought forward. We remain in communication with the customer and have scheduled an inspection for Wednesday, November 27th, to further address the concerns. We are committed to resolving this matter promptly and professionally.

  Customer Answer

  Date: 11/27/2024

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

  An inspection was requested by Erie again and scheduled for Dec. 4th. One of their contractors is supposed to come along. I have no objection.
  PLEASE NOTICE THAT ANY MENTION OF THE PRIMARY ISSUE AT HAND HAS BEEN CAREFULLY AVOIDED BY ERIE HOME. Repairs of the damage and sloppy job is an incidental action they've mentioned to complete, although none of that has yet been scheduled to happen. That will the completion of the job and covered under their warranty. This IS NOT A RESOLUTION, but rather an expected, required action on their part.

  
  THE RESOLUTION of this case will only come when Erie addresses the (minimum) $15,000 overcharge deception that certain individuals in their direct employ attempted to carry out. In the attached pictures of the roof provided by Erie, you can see that the 'cover up' began and 5-7 pieces of new wood had already been laid upon/atop the old wood. This is the point at which I stopped them.  The other rooftop picture shows the process underway of removing the old wood and installing the new, thicker wood. This proof of the deception they undertook.

  The picture of my attic still doesn't capture how devastation the mess they intentionally left behind truly is - not to mention what it's going to do to my plans for new attic insulation (yet to be determined).

  NO RESOLUTION TO THIS CASE HAS BEEN REACHED.

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

• Initial Complaint

  Date:10/14/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The salesmen that came to the house explained that the product they had in hand is what would be used, however when the job was done, it was a lesser product. They also overestimated the number of plywood sheets that would need to be replaced - but not all were used, then wanted to pick up extra sheets (and not reduce the cost). I have made several calls - as has the finance company covering the finance loan, but no one from Erie customer service has made any effort to rectify the problem at all. It’s funny how the business made call or text repeatedly prior to completion, yet once the job was completed and I began asking questions, no one of company importance is willing to reach out to me.

  

  Business Response

  Date: 10/23/2024

  Erie Home has been in regular contact with the customer regarding the extra material left over after the roof installation. During the project, we identified and replaced sections of damaged decking, and there was some plywood left over from the job.

  Initially, the customer expressed a desire to keep the plywood since it was paid for as part of the materials used.
  

  However, a few weeks ago, the customer reached out and requested that we retrieve the leftover plywood as he no longer wanted it. Our team promptly visited the property, but upon arrival, neither the customer nor the materials were present. We left a message for the customer at that time.
  

  On Saturday, we spoke directly with the customer again, and during the conversation, he expressed that he now wishes to keep the materials, provided that he is not reimbursed for the "extra" plywood. It seems there may have been some misunderstanding, as we have been in contact with the customer multiple times over the last two weeks, and have been actively working to address his requests.
  

  At this point, given the ongoing communication and our attempts to meet the customer's needs, we believe we have done everything possible to resolve the situation. We remain open to further discussions if any clarification is needed.

  Customer Answer

  Date: 10/24/2024

  
  
  Complaint* ********
  
  
  
  I am rejecting this response because: the issue of the product (drip-edge) that I was initially shown by the salesman versus the drip edge that was installed has not been addressed. I was told that the drip edge which is used with metal roofs is what would be installed and would cover the fascia of my house, however, that’s not the case. I made calls to the salesman once the product was delivered-prior to installation- once he heard my complaints, he offered no resolution and even began ignoring or blocking my calls and texts. I then spoke with a foreman who seemed to blow me off by responding with “well, I don’t know why he told you that”.  

  Then regarding the extra plywood - Erie would be welcome to the product if they reimburse us for the unused sheets that were included in our cost. No wonder we were told that their estimates are so good that if they underestimate, there’s no additional cost for the additional product. But, if I’m still expected to pay for the products and the job, I may as well keep the extra sheets (I am paying for them, after all.)

  I tend to disagree with Erie in their phone records. I have spoken several times with a representative from GoodLeap, who financed the job, and they report they have reached out to Erie in hopes of getting these issues settled, but I haven’t been contacted by anyone identifying themselves as an Erie representative to resolve this. Even after reaching out to home office. I began trying to get some resolve immediately (the job was completed in early June), but have had to resort to different means to even be heard.

  A reasonable solution for me would be for Erie to offer me a reasonable refund for the purchase of the extra sheets of plywood (I believe there are at least 7 sheets leftover) - I would be happy for them to pick it up (once the refund has processed) and for the drip edge that I was shown (the stronger and wider version) to be installed in place of what was installed initially. There’s a customer expectation that when a salesperson shows a product, that’s what you should receive and if not, the company should stand behind the customer that was misled by what their salesperson may have misspoke or promised in error.
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 10/30/2024

  Erie Home has reached a mutual agreement with the customer. As part of this resolution, Erie Home has offered a rebate check to cover the cost of any unused plywood.

  Customer Answer

  Date: 11/07/2024

  
  
  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:10/10/2024

  Type:Order 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.

  Ive attempted two different emails to send in writing, within the 72 hours and gettinginability to forward emai responses I sent this:Good morning,My husband and I were given an estimate for a roof replacement on Oct 8, 2024. The appointment was at 6pm and the salesman didnt leave my home until 10:30pm. I asked him to give us until Friday, Oct 11 and walked him to his car not realizing that when I went to take a shower, he returned with another quote which caused my husband to agree. The starting quote was $47,000, then $39,000 and last quote was $33,000; this is way too much to replace the roof and I had already told the salesman that I was feeling badgered.After much review, I definitely do NOT want the expensive roof and am canceling, in writing, this contract as of today, October 10, 2024@ 0356.Thank you,***** and ******************* **************************************************** ************ ************ I also gave a $500 deposit which I would like returned.

  

  Business Response

  Date: 10/21/2024

  Erie Home sincerely apologizes for any inconvenience this may have caused. We would like to confirm that the contract has been officially canceled, and the full down payment has been refunded to the customer. If there are any further concerns or questions, please do not hesitate to reach out to us, and we will be happy to assist.

• Initial Complaint

  Date:10/07/2024

  Type:Sales and Advertising 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 found this business online to do a complete roof repair, when a representative from the business by the name of ***** came to my home, we discussed $16,000 for the cost of my roof repairs, when we were done he had me sign the contract on his phone. when the work was almost done, I received a copy of the contract showing the total cost was $60,000 instead of the original $16,000. I spoke with a a manager and told him this amount was unacceptable and that I am on social security and could not afford that amount, he then laughs and said you signed it and that was the end of our conversation, I have even tried to contact ***** and he&#**;s hung up on me.

  

  Business Response

  Date: 10/21/2024

  Erie Home sincerely apologizes for any inconvenience this situation may have caused. Our goal is always to ensure complete customer satisfaction, and we strive to provide clear communication throughout every step of the process.
  
  In this case, Erie Home conducted a sales presentation at the customer's home, with both the customer and her son in attendance. After a detailed discussion of the project scope and associated costs, the agreed-upon price for the work was set at $60,746. This price was clearly outlined in the contract, and as per standard procedure, the customer initialed next to the agreed price (please see the attached documentation for reference).
  
  Following the signing of the contract, the customer reached out to our team and spoke with both the Regional Sales Manager and the Sales Manager. During these conversations, the entire contract, including the pricing and terms, was thoroughly reviewed with the customer to ensure clarity and understanding.
  
  We would also like to highlight that, in accordance with industry standards and legal requirements, every customer who signs with ********************** is granted a three-day right to rescind the contract, allowing for ample time to reconsider the terms and ask any further questions.
  
  Once again, we apologize for any confusion or frustration,and we remain committed to resolving any outstanding concerns in a fair and transparent manner. Should there be any further questions or if additional clarification is needed, we are more than happy to discuss this matter further.

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were told that at time of shaking hands on contract if they find anything (for example lead paint - their example) that they would cover it. Come to time of actually doing the job they said they found issues with the facade and will need to rewrite the contract, we told them we will have to think on it. Within 48 hours of that conversation their contractors were starting work on our roof tearing things off, we called them and they said we would handle numbers on Monday (I had someone who could do some of the work that they were saying needed a new contact, but this action took away that choice of ours). The contract stated we were getting gutters and roof vents, neither of which has happened, they damaged siding in the process and didnt lay the flashing correctly. We have reached out multiple times and havent gotten any responses. We are almost a week after finishing the roof and still no gutters or flashing. They also left a bunch of nails in the driveway and a brush pile of nails in front of our main garage door

  

  Business Response

  Date: 10/14/2024

  Erie Home apologizes for any inconvenience this may have caused. We can confirm that our team visited the home and successfully installed the turtle vents as agreed. Additionally, upon review, we verified that gutters were not included in the original contract.

  Customer Answer

  Date: 10/14/2024

   
  Complaint: 22385621
  
  I am rejecting this response because:
  Although turtle vents were installed, ***** assured us that we would be contacted within the week, last week, to get gutters since the original contract didnt have gutters, but the original contract was for asbestos removal, and we were told that you guys dont do that, so we had to redo about 3 contracts and the most current one is attached. We had people over who got nails in their shoes this weekend, and we still have damage done to the house with shingles pulling up on the sides. We have someone coming out and looking at them Tuesday. This whole company has been unprofessional and unwilling to work with us since I, ****, have been putting the complaints in since Im a co-borrower but everyone decides not to call me and instead calls Dakota who sleeps during the day since he works 3rd shift. We have gone 2 WEEKS without gutters, and its rained in those 2 weeks. This has been a mess and the work isnt worth the money. Also the paperwork you sent out was not correct since you guys decided to leave my name off of it. 
  Sincerely,
  
  **** *********

  

  Business Response

  Date: 10/23/2024

  Erie Home has made arrangements to return to the property to install the gutters as outlined in the original agreement. We understand that the customer is currently in the process of working on and painting their fascia, and we want to ensure that the gutters are installed to their complete satisfaction. Once the customer has completed their work on the fascia, Erie Home will promptly schedule the gutter installation at a time that is most convenient for the homeowner. We are committed to ensuring that the installation process is seamless and that the final result meets both our high standards and the customer's expectations. Should there be any additional concerns or adjustments needed, Erie Home remains available and ready to assist throughout the process.

• Initial Complaint

  Date:10/03/2024

  Type:Order 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.

  The company came to estimate the roof work. They sell over-priced materials and services and fool the customers with the warranty and quality service they promise. The cost of the roof is tripled which does not worth the money. **** runs customers' credit with multiple lenders without a full disclosure. They never explain to the customer that they will take the property as collateral and put a lien on the property. They put the customers in debt with tripled prices and even can turn people homeless because they put a lien on their personal property with unreasonably high cost of repairs. It is a very unreliable, dishonest company that scams people. When the application with **** is canceled, they don't notify the lender, and the customer gets harrassed by the lender to proceed with the loan that never was finalized. Had a very bad experience with ***** ********* from **** who has zero honesty and no professional conduct.

  

  Business Response

  Date: 10/14/2024

  Erie Home apologies for any inconvenience this may have caused. Erie Home has cancelled the project.