Complaints
This profile includes complaints for Erie Home's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 362 total complaints in the last 3 years.
- 120 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:08/20/2024
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.
I had a roof installed by Erie Home this past week reference R064-061926 on Friday-Saturday, August *****, 2024. I was impressed with the quality of the product and the warranty that was provided, and the presentation and photos shown to me that day and eventually, provided to me. It provided me a detailed a list of what was required to make my roof an investment, based on the cost. While I thought the price was high, based on the sales pitch and materials to be used, I was willing to pay the premium over the average roofing contractor to make sure I had a roof that lasted, unlike my last roof. While they indicated that this would be a one-day job, it was fine that it was not, but I was not prepared for the response provided, when I asked about the damage identified inside of my attic that I was assured, needed to be repaired and was part of this package that I purchased. Initially, the crew chief indicated that they did not complete any work inside of my residence. I promptly, called my salesperson, *************************** and she indicated that she would speak with the crew chief, and it would be addressed. Unfortunately, the crew chief went into my attic and claimed that he did not see any damage as previously identified by *******. I reluctantly, signed my contract as completed but knew, that I would be writing a complaint via BBB seeking redress and eventual repair of the boards identified in my attic. Unfortunately, the pictures were sent as a ****** file and it won't allow me to attach it. But I'm sure ******* can provide them as she just sent them to me today, August 15, 2024.
Business Response
Date: 09/03/2024
Erie Home apologies for any inconvenience this may have caused. Erie Home came out and repaired the board that was cracked.Initial Complaint
Date:08/16/2024
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.
The date that my husband and I signed the contract for Erie Construction was on 04/25/2024 I gave the gentlemen that came out to my house a $500 check for the deposit for the company to start repairing my roof. The nature of my dispute is that my contract, that I signed with the company ,states that Erie is to replace all decking with ********** and the company only patched my roof. I have tried calling every number that I have for the company and its employees without an answer. I haven't heard anything from the company since June when I received an email from someone in the company main office in ****. Its states that if we don't make an payment that the company would put a lien against my house. I have had the payments in the bank every month to make the payment. We have financing through Good Leap. I finally got a hold of someone at Good Leap and they say they are taking the first payment on August 28, 2024. My problem with that is that Erie Construction states that they were going to put a lien against my house if a payment is not made when it was Good Leap is lagging to take the payment out of my bank. The crew that was at my house ended putting holes through four of my ceilings. ***************************** came out and stated that they would fix my ceilings the next day. The crew wanted my husband to sign a paper that states that the job was complete. My husband wouldn't sign the paper because the job was not complete. They told my husband that ***************************** would be coming back in the next couple of days to resolve our issues, but we have not seen or heard from the company or ***************************** since. I have pictures showing where the roofing crews when through my roof and where anyone can see that the roof was patched and not fully replaced, *****************************, that came to my house the day that the crew came out to my house, stated that his company would be out in couple of days to pick up the extra OSB decking that was not used. The decking is still in my yard.Business Response
Date: 08/28/2024
Erie Home apologizes for any inconvenience this may have caused. Per the signed contact agreement with the customer "Erie to furnish and install decking with OSB where applicable". Erie Home did fulfill this contractual agreement. Erie Home has offered to come out and repair the holes as well as pick up the extra material, however the customer has denied Erie enter on the property. Erie Home stand willing and ready to rectify the concerns.Customer Answer
Date: 10/23/2024
Complaint: 22149858
I am rejecting this response because: Consumer called to report they never received our emails so she called back to respond. She said she never refused Erie Construction coming over. Erie was supposed to come out the day after they finish the job to pick up the materials. They never came out. She has called them several times to set up a time for them to come out. No one returns her calls. Her phone # is ************. She's also trying to make payments to ******************* which is through Erie Construction, however they're not taking out the monthly payments. She needs help to resolve Good Leap's issue.
Sincerely,
****** *******Business Response
Date: 10/29/2024
Thank you for your feedback. We want to clarify a few key points regarding this situation.
Our records show that we attempted multiple times to pick up the materials after the job was completed. Unfortunately, on more than one occasion, our team was turned away upon arrival. We understand that there may have been a miscommunication, but we did make genuine efforts to resolve the issue by returning to the property. We have documented communications,including the refusal of service, and we are happy to review this further with the customer.
Regarding the payment issue with ******************** we understand the urgency. However, it's important to clarify that the loan cannot be activated until the customer signs the final completion paperwork. As of now, the customer has refused to sign the necessary documents, which is preventing the loan process from moving forward. We are happy to address any concerns regarding the completion of the project, but we encourage the customer to complete this step so we can proceed with the resolution.
Erie Home is scheduled to have a crew on-site next Wednesday 11/6 to complete the necessary roof repairs and gather any remaining materials for compliance. Erie Home looks forward to resolving this matter promptly and appreciate the opportunity to bring this project to completion.
Initial Complaint
Date:08/15/2024
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.
On May 21, 2024, we met with ******* Self, Erie Home’s Representative, and received a quote for a new asphalt roof. He gave us a quote for $49173.00, which we gave him a check for $10,000.00 on deposit.
On May 30, 2024, their roofing crew, whose leader was *******, came and stripped the roof, made some minor repairs, installed ice and water shield, accessories,( including drip edge, pipe boots, and flashing), and premium synthetic underlayment. When the roof was totally installed and the area cleaned up on May 30, 2024, we gave ******* a Check for $39,173.00.
The check was not cashed at our bank, it wasn’t presented to the bank. Instead they used the routing number on the check to remove $39,173.00 on August 12, 2024 and a second time on August 14, 2024. These events caused our banking account to go negative. This is going to cause some service fees which we would normally not have.
We contacted the bank first and they are stopping all activity with Erie, but the second withdrawal is already in process, which the bank can’t stop.
We contacted Erie’s Customer care at ************, the number on the contract. ***** *******, Erie’s customer Rep., took the call. I explained the situation. He checked their records and found that they did file both of those transactions with our bank. He said he took care of the 2nd transaction, however, it won’t clear our bank account for 3 to 5 days. He said it was just a clerical error. I explained to him, they had no authority to electronically to take money from our account as we gave them a check not authority to go into our bank account. Plus by taking it twice electronically, which they had no authority to do so, appeared more like fraud and not a clerical mistake. I, also explained by their actions they put us in a bind. We will be billed for NSF fees plus additional problems with our debtors. These fees should be paid by them. He said he would put a chit in for that and contact them when those fees come in.Business Response
Date: 08/27/2024
Erie Home apologies for any inconvenience this may have caused. Erie Home was able to make contact with the customer and rectify the issues.Initial Complaint
Date:08/13/2024
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.
We purchased a new roof with a lifetime warranty. It has been leaking for months now and has caused interior water damage. They keep telling us they will repair it when “a crew is available “ but it has been months and still not repaired.
I have reached out to corporate headquarters and still no responseBusiness Response
Date: 08/26/2024
Erie Home apologizes for any inconvenience this may have caused. Erie Home will be on site tomorrow 8/27 to do a full inspection.Customer Answer
Date: 08/27/2024
Complaint: ********
I am rejecting this response because: there has been several people out to look at the roof over the last several months with the most recent being last week. He stated they will be back either Thursday or Tuesday Sept 3rd with materials to repair the roof. If at that time the repair is actually done I will be satisfied and feel the complaint is completed but I have no intention to withdraw the complaint until the job is actually done.
Sincerely,
***** ******Initial Complaint
Date:08/12/2024
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.
I am extremely disappointed with my Erie fiberglass roof installed 6/10/24. There are gaps in the shingles over the gutters and lumps in some of the shingles. When this was pointed out to the project manager, his response was this is an old house. My home is a 1975 brick ranch. These gaps and lumps did not exist prior to the installation of the new roof. I have numerous pictures pre and post to support my complaint. Another very serious issue is, I was not provided with any paper work until 7/1/24.I was locked out of the online files. My request to obtain any documents were not returned until I filed a complaint with ****.After paying a total of $44, 875 I was certain to get a roof that reflected that amount. Instead, the installation is very poor. In addition, how am I to be confident in an 30 year warranty when I am not able to get a response calling Erie customer support.As a 75 year old consumer I feel exploited and plan to pursue additional advice. I would warn any potential Erie consumers to be careful, there are lots of unprofessional behaviors. Unfortunately, for me this has been an extremely expensive mistake!Business Response
Date: 08/26/2024
Erie Home apologies for any inconvenience this may have caused. Erie Home came out and performed a full inspection on Friday. Erie Home spoke with the customer and went over all the concerns.Customer Answer
Date: 09/02/2024
Complaint: ********
I am rejecting this response because:As mentioned in the response from Erie,
I had an inspection visit by the Project Manager on 8/23/24. The Project Manager took pictures from the rooftop which he shared with me. The rooftop pictures do not show the numerous gaps as observed from the ground view.
The Project Manager proceeded to explain why the gaps were there. He said some of the gaps would improve once they have settled. Also, he stated he would make a follow-up visit in a couple of months. It is still very unsettling, due to the fact that my original roof did not have any of these issues, which I have pictures to document.
The rate of $45,000, should have insured a professionally installed roof, and not one that requires numerous follow-up inspections resulting in the same outcome.
There are other issues mentioned in my original complaint that still remain unaddressed by Erie’s response.
The first issue was not receiving any paperwork for my project signed on 5/10/24 until 7/1/24. This was a result of the combination of being locked out of the online files, and the lack of response to numerous requests made to staff to send me paperwork in a timely manner. This prevented me from having the opportunity to review and examine the contract within the 3-day period.
Once I received the paperwork, on 7/1/24, I asked for an explanation of the $45,000 amount, which has yet to be addressed. In addition, there is still a less than professional appearance of my roof from all angles.
The key issue of not receiving an itemized and detailed breakdown of the $45,000 charges incurred is crucial to the resolution of this case. This extraordinary amount far surpasses comparable vendors estimates for a project of this size, including the warranty.
As a senior citizen, I resent the fact that my consumer rights have been violated to such a degree. I spent 30-plus years of my career advocating for children and families. Now, my voice and actions are needed to expose companies like Erie Roofing, who appear to be preying on the elderly.
It would take most senior citizens the rest of their lives to make up the difference between the price Erie Roofing charges versus the market rate from comparable vendors. Erie Roofing’s rate is more than double, and they failed to provide any explanation.
As stated in my original complaint, I feel I have been exploited by Erie Roofing and seek additional assistance. I would appreciate the opportunity for BBB to provide mediation and/or arbitration to help me resolve this matter, which has caused me significant anguish.
Thank you again for your assistance.
Sincerely,
***** ******Business Response
Date: 09/17/2024
Erie Home has visited the customer’s home multiple times to address concerns and explained that the gaps in the roof would improve once it has fully settled. Our records show that the original contract was emailed to the customer on May 10, 2024, at 6:17 PM to *********************** Additionally, a contract amendment was sent on May 24, 2024, which outlined a change in the scope of work and included the final price for the roof.
The customer signed the completion paperwork on June 10, 2024, confirming that the work was completed to her satisfaction. Regarding the request for a price breakdown, please note that Erie Home does not provide a fully itemized breakdown, as our quote is comprehensive and covers all aspects of the project.Customer Answer
Date: 09/20/2024
Complaint: ********
I am rejecting this response because:They refused to address many of my issues highlighted in the initial complaint:.poor installation of the roof over the gutters,causinggaps. This will Not be corrected by visits only.•lack of any paperwork until 2 months after thecontract, even after numerous requests.•failure to provide a breakdown of the $45,000 claiming ‘Comprehensive’ expenses.Erie Roofing has been a grave disappointment to meThe quality of work is very poor. The management is very unprofessional. The lack of transparency on the extreme market rate difference warrants further investigation.As stated in previous correspondence, I feel I have been exploited by Erie Roofing. I am a 75 year old individual and I have never experienced the injustice Erie Roofing has caused me. My hopes are to warn potential buyers of Erie’s tactics.
Sincerely,
***** ******Initial Complaint
Date:08/05/2024
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.
We went with this roofing company knowing they cost more than others solely because of the warranty they offered. This warranty would be voided if another contractor did any work on our roof. We had a hail storm and we called erie immediately after the storm( the storm was on Memorial Day 2024) they sent a field technician and he looked at the roof and when asked if it would be covered he said yes, and a gentleman named ****** would call and set appointment to get measurements. After a week I called the field technician because I hadnt heard from ******. A couple days later I was contacted and an appointment was made. ****** never showed up and my calls and texts to him were unanswered. As the time went by I think it was 4 weeks of silence from ******, I needed to get my roof on a roofers schedule due to the damage and afraid of a roof leak, I signed a contract with another contractor, knowing this would void the warranty with erie. What I am asking for help with is recouping the value of warranty from ****, since they put me in a position that left me no choice but to use another contractor.Business Response
Date: 08/16/2024
Erie Home apologizes for any inconvenience this may have caused. Erie Home has came to a mutual agreement with the customer.Customer Answer
Date: 08/19/2024
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:08/05/2024
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.
We needed emergency repairs/ replacement of the flat roof above the garage shortly after buying the house. **** quoted us $8000 just for the garage roof, which was ridiculous to start with. They took advantage of us needing the repairs quickly before we left to my daughters Army Graduation. This was in September 2023.The new roof was started on by 2 men, half through the day, one of them left, leaving the other behind to finish the work. And i felt so bad because he couldn't understand English very well. But we did provide pizza and water for him. The other man returned after 9pm to pick up the other man who had been sitting in the yard waiting for over 2 hours.We left 2 days after the new roof was put on, we were gone only 5 days, we returned to it storming and water pouring from the ceiling of the garage again. We called and they sent the same 2 guys out. To repair that leak.We were told we were getting gutter guards, but we didnt. And the drip **** did not cover the wood at all.April 2024, 7 months later another leak, same spot. So we called, got no response, we texted, no response, so I left a comment on their ******** ad about getting free gutter guards explaining about the continuing issues and not getting those free gutter guards. To which they messaged me back about the issues. Same time we also emailed the superiors of the project manager who was not contacting us.The project manager ******************* calls finally and was irritated that we contacted his bosses. He comes out a couple days later and says he will have someone out next day and that the drip **** was supposed to look like that.2 weeks go by and not one phone call or person showed up. So we contacted the superiors yet again to which the regional manager ********************* called. He sent the same guys out, and had the proper drip edge put on and the gutter guards that wasn't put on 7 months prior. We requested a refund and have been ignored and now theres a new leak in a new spot.Business Response
Date: 08/13/2024
Erie Home apologizes for any inconvenience this may have caused. Erie Home came out on 8/8 and corrected the issues.Customer Answer
Date: 08/19/2024
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.When *************** and I had texted about the situation I had mentioned that I would've liked to be home when any repairs were made.
A couple of days later *********************** showed up when I was at work. Thankfully, my family was home at the time so he could do the work. He did repair the roof as he saw fit.
As of this time we're in a drought so it hasn't rained at all and can't see if the repairs have, in fact, been effective.
But regardless, they did have someone out quickly to remedy the situation.
Sincerely,
*******************Initial Complaint
Date:08/05/2024
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.
This business installed a new roof on my home in Jan 2023 with a 50 year garentee and not been responsive to my requests for assistance with leaks. I have two leaks in my roof that I reported to both local representatives of Erie and the office in Ohio. My estimate would be 15 calls with no help from the company. I went into my attic for the first time since the roof installation and my exhaust fan for the attic has been covered up and so no fan to remove 100 plus degree air. This company simply does not respond to requests for help from customers. Please help.Business Response
Date: 08/15/2024
Erie Home apologizes for any inconvenience this may have caused. We have ordered the attic fan and expect to install it on August 16th.Initial Complaint
Date:08/01/2024
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.
On May 28, 2024- ErieHome Waterproofing salesman was shown our basement, where the main problem was located- with buckets and large plastic container in area to collect water during heavy rain. He told us they could waterproof our basement without much issue. During this he even stated they would go around our fuel tank, because I told him- I can't move that (later I had to pay $500 to move) We are given some ridiculous price of $36,260- our entire home is only 1200 square feet. We scoff at the price, then he crunches some numbers and gives us their best price of $29,722- still insane- small basement. There is never an itemized list of exactly what we were paying for, but he did the hard sell- "This price is only available today, etc." My wife was onboard, which she hasn't been when attempting other services for waterproofing- but they do put up a good sale's pitch, while tearing down every competitor: "They do such cheap work," "We've had to repair their work many times," "I see how they can be so inexpensive with the service and products they provide," and "We will get this done in 2-3 days max." Against my better judgement and definitely buyer's remorse hit home instantly- we did agree to this inflated figure- 30k!!! Practically 3000 dollars/100 sq ft.
Fast forward to June and they have probably been to my house 8-9 times, I still have water pouring into my basement, I have a sump pump, battery backup, and air filtration unit running on an outlet with 3-4 extension cords powering the devices (I'm sure that's up to code). They broke up my clay tile and then did not hook a drain back into "their" system- so a condensation line from my AC unit caused that detached drain to overflow- 1st time they had to come back. They just left my house for the 4th additional time & after being here 5 minutes and no clue as how to fix. The issue is the main water source that allows water into the basement. The WHOLE reason for the waterproofing. So many more issues...Business Response
Date: 08/14/2024
Erie Home apologizes for any inconvenience this may have caused. Erie Home will be back at the home at to continue our investigation.Customer Answer
Date: 08/19/2024
Complaint: ********
I am rejecting this response because:
Erie Home has been to my home 3 additional times and the problem is not better than when they started. They slapped quickcrete on a wall that water is running into and then lazily used spray foam on cracks. That wall will eventually bust from the pressure- as seen and heard in the video (unfortunately the video is too large to submit- was sent to Erie Home supervisor) They attempted to add a 4 inch extension to my sump pump rather than plum the thing correctly. When asked about that, I was told " my bad, we didn't have the concrete demo tool." I was never told it was a temporary fix and they only cared because they were caught. That is exactly who Erie is- dishonest, unprepared, unprofessional and they'll leave stuff broken and undone if allowed. When informed their last 5 minute lazy effort of spray foam and concrete didn't help- I was told they fulfilled their contract and even went above and beyond. My wet basement, 30k dollars, having our basement held hostage for 3 months waiting on them to fix it, and the 12+ days people have had to take off work and stick around for them to be hours late, not do anything (probably 3 or 4 occasions) or leave after 5 minutes of "trying something" and saying "I don't think that's gonna work, but....." say they have not even come close to fulfilling anything. I question if anything they have done is right and no longer trust their word or their work. Really didn't want to get litigation involved, but that seems like the only route left to take. Erie refuses to fulfill their contract of waterproofing our basement and I think at this point- I don't want them cobbling up my home anymore or missing more work for 4 guys to stand around and say they don't know what to do.
Sincerely,
***** ******Business Response
Date: 08/28/2024
Erie Home stands willing and ready to rectify the concerns. Erie Home has attempted to contact the customer but have been unsuccessful.Customer Answer
Date: 08/29/2024
Complaint: ********
I am rejecting this response because:
It is an absolute lie. Erie Home has not reached out to me one time since their lazy and unsuccessful attempt of making a mess with quickrete and spray foam in my basement and around my house. I've attached the bullish text message exchange from the supervisor- stating they've went above and beyond and water coming into my basement is not their responsibility or obligation. That's the last correspondence I've had with them until the insincere BBB response. I'll be glad to have this go to arbitration or court.
Sincerely,
***** ******Business Response
Date: 09/06/2024
Erie Home has reached out several times to the phone number ************ and also sent an email yesterday 9/5 at 6:13 pm to *************************.Customer Answer
Date: 09/06/2024
Complaint: ********
I am rejecting this response because:
It is more Erie Home lies. The only correspondence is the 6 pm email yesterday and my personal information being shared here- that is my phone number and email, but they know that. All my unanswered emails, unreturned phone calls, and lack of calls or voicemail on their behalf. I would like this situation to go to an arbitrator, Erie willfully does the least amount possible with patch jobs that are insufficient. Taking time off work for them to not do anything is not an option anymore. We allowed numerous good faith efforts for a resolution without ever fixing the problem.
Sincerely,
***** ******Business Response
Date: 09/19/2024
Erie Home has met with the customer. The area that is leaking was not apart of the original scope of work. Erie Home will be replacing the area of concern in the next week.Customer Answer
Date: 09/19/2024
Complaint: ********
I am rejecting this response because:
This area was in the original contract and I attached the contract with the area circled as proof. The area in question stays wet and Erie Home is attempting to stop the problem from the outside, which isn't something they typically do- but have not been able to stop this area from getting wet with multiple previous attempts. This is not a charitable act, we are customers that paid 30k for a 2-3 day basement waterproofing and assured it would be waterproof and able to be finished- 4 months later that is not the case. We were told the salesman was let go from the company due to over promising and the project manager no longer worked for the company due to poor performance. The gentleman that came to our house recently was apologetic and seemed very knowledgeable. Where we stand today is a plan to schedule a solution in 2-3 weeks. Hopefully that will make the basement water free and allow all parties to move on. Giving us our basement back and bringing this saga to a close......until the next leak. Difficult to judge the remaining waterproofing with a draught.
Sincerely,
***** ******Initial Complaint
Date:08/01/2024
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.
My main issue is that I personally had to complete/fix the work since the contractor was unable to fix the issue after multiple visits. The entire process from start to finish was a headache and will not have Erie Homes return for any future projects. Second and Third install teams were very nice even though the quality of work was not.Date of purchase: 09/15/2023 Gutter install team didn't notify they were showing up.10/18/2023: Installed the wrong size gutters, didn't install gutter guards, and there were numerous installation issues.Second install team showed up to fix installation issues and install gutter guards.06/10/2024: Had issues with water overflowing the gutters and getting between gutter and house.06/18/2024: Third install team came out, noted that second team installed the wrong gutter guards. They also didn't bring the correct guards, had to reschedule.06/21/2024: Third team came out a second time and replaced the gutter guards.07/08/2024: Still had issues with water getting between gutter and house. After personal inspection I noted to the builder that they did not use any back screws on the guards so they are just falling into the gutters.Third team came out a third time, attempted to fix the installation of the guards but had difficulty due to the poor installation of the gutters themselves. Preceded to state that Erie doesn't normally install the back screws and stated that if there are any more water problems that silicone will be used to fix it.I spent the next couple of days removing and installing the gutter guards myself, per installation instructions, since it seems Erie contractors are unable to. Erie is already 2x-5x more expensive than most, to then also have to do the work yourself is unacceptable.Business Response
Date: 08/09/2024
Erie Home apologizes for any inconvenience you may have experienced. We have conducted a comprehensive inspection of the job site and identified the areas that require attention. Our team will be returning within the next two weeks to address these concerns and complete the necessary work to meet our quality standards.
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