Complaints

This profile includes complaints for Erie Home's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Erie Home has 93 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Erie Home

  3516 Granite Cir Toledo, OH 43617-1172

  
• 

  Erie Home

  1 Wholesale Way Cranston, RI 02920

  
• 

  Erie Home

  2166 Brighton Henrietta Town Line Rd Ste C Rochester, NY 14623

  
• 

  Erie Home

  12 Jupiter Lane, Suite 2 Albany, NY 12205

  
• 

  Erie Home

  20 Leonberg Rd Bldg D Cranberry Township, PA 16066

  

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: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. 

• Initial Complaint

  Date:09/11/2024

  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.

  April 12 Erie began work on encapsulation of the crawlspace at our home, ****************************************. They cleaned up the debris in the crawl space and installed the Humidex air circulation unit to seal and waterproof the area. The unit installed was supposed to reduce the humidity by drawing out the damp air.The monitor to the unit did not register below 90 per cent humidity for weeks before we called and asked them to send someone out and inspect the installation for a probable cause. We called 3 or 4 times after that until finally the *** told me to call the manufacturer of the Humidex. Upon speaking with them, they determined 2 floor vents had not been installed. The crew was unaware that the vents should have been installed. We also did not receive any paperwork nor instruction manuals which the manufacturer provided. With that established the manufacturer felt the need to send a training team to ****. Erie then sent a crew to our home out to install the floor vents. I have spoken with thr district manager, ******* at length about the installation issues and he first said it was left up to the customer (which we were not asked if we wanted the floor vents) then changed his story to say the crew was on a need to know basis and had not been told about installing the vents. I found in dealing with *******, that his story would change and I didnt find to be credible. He refused any refund as the work had been completed. I was looking for a refund because I had to basically find out how to install the unit and let them know it had not been done correctly.

  

  Business Response

  Date: 09/23/2024

  Erie Home apologizes for any inconvenience this may have caused. Erie Home will be out to the home tomorrow 9/24 to address some concerns. 

• Initial Complaint

  Date:09/09/2024

  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.

  The salesman spent a couple of hours here convincing us that Erie Home was a reputable company that used only company-employed workers who were factory-trained and would only use Erie Metal Roofs material. I was promised I would have two weeks before the installation manager called to schedule the job. He failed to tell me that I already had ridge vents and didn't need to replace them. All I needed was the installation of an attic fan. Two young men in a private car drove up a few days later and sat in their car. They eventually produced paperwork with a list of things they were to do. They didn't speak English, so communication was abysmal. Eventually, the "manager " arrived and said he would return with papers for me to sign later. He came back in a hurry and said he would send pictures. That's the last I saw of anyone. In my mind, they robbed me of $6000. I'm disabled and can't even get on the roof to see what damage they did. I called their ************** And they had me contact a person in ******* who told me "once I signed the paper, they had me".

  

  Business Response

  Date: 09/20/2024

  Erie Home apologizes for any inconvenience this may have caused. Erie Home has came to a mutual agreement with the customer.  

• Initial Complaint

  Date:09/06/2024

  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.

  Our roof was replaced by Erie Home on 6/5/24 to 6/6/24 and the new venting was inadequate to keep the attic no more than 10 degrees above ambient as promised, in fact it was as much as 40 degrees above ambient. They agreed to fix the problem and amended the contract on 6/25/24 to add a roof exhaust fan but are not coming back out to get the corrections made. They do not return calls and the last communication I received was on 8/7/24 saying the new fan was due in on 8/16/24. I asked for them to call if that was delayed but I have gotten no calls and it’s now 9/5/24. The attic has been hotter than it should be all summer resulting in having to run our AC more than we should. Often it is still too warm in our master bedroom which is directly below the poorly vented attic area.

  

  Business Response

  Date: 09/17/2024

  Erie Home apologies for any inconvenience for the delay. Erie Home has came out and installed the solar fan. 

  Customer Answer

  Date: 09/17/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I would like some reimbursement for the trouble and cooling cost associated with the poor initial design and nearly 3 month delay during the hottest part of the summer while waiting for correction. I am partially satisfied that at least the exhaust fan was installed last week.
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 09/26/2024

  Erie Home has came to a mutual agreement with the customer.  

• Initial Complaint

  Date:09/04/2024

  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.

  On 03/28/24 I finished signing all contract documents for the replacement of my roof due to wind damage. An official itemized estimate was not provided at time of the contracts being signed. A few days prior to the repair, i requested detailed photos be taken of the repair in progress and showing the decking on the front and back of the home to help support a supplement payout from my insurance. The project manager stated he would come out to the job and make sure the photos were taken. On 04/05/24 the replacement was completed, the project manager never arrived to take the requested photos but a different roofer was taking photos throughout the repair. After the repair was completed, I requested a copy of the photos taken and an itemized invoice to show what exactly I paid for and the cost of the materials/labor. For months I would not receive a response to my inquiry. I was then told that the project manager that was supposed to have come out to the job, left the company days before installation. I later also discovered that the regional manager who had made promises to me to provide the requested items was also no longer with the company. I am being told that I am not allowed to receive any kind of an itemized invoice showing any pricing information and the photos that were taken during the installation cannot be provided either. This information is necessary for me to receive an accurate payout from my insurance company for the damages to my roof. I paid Erie over $45,000 and I am now in a financial situation without these documents to help acquire the proper insurance claim payout. Insurance cannot properly reimburse me without knowing pricing points and won't pay me for the back half of the house without visual photos or documentation to show that the back half was replaced. It has been 5 months of constant calls and emails and still no resolution. All they've given is a hand scribbled initial estimate with barely any information on it.

  

  Business Response

  Date: 09/17/2024

  Erie Home apologizes for any inconvenience this may have caused. Please note that Erie Home does not provide a fully itemized breakdown, as our quote is comprehensive and all-encompassing. However, we will be emailing the customer an insurance form that contains all relevant roofing-related information for their records. Additionally, Erie Home sent all project-related photos to the customer last month for their review.
  Should you have any further questions or require additional clarification, please don't hesitate to reach out.

• Initial Complaint

  Date:08/30/2024

  Type:Product 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.

  Got roof completed on 6/12/2024. Job number *********** Financed amount $18,517.05 included fascia. Upon completion of roof, we were informed that the fascia could not be replaced without damaging the trim, so we would receive a refund of $760 within 5-8 weeks. We never received the refund and have called multiple times and each time with the same answer of we don't know someone will call you within two days. It has been multiple weeks of calling and receiving this promise of a call back and nobody has yet to be able to call me back or even give me an answer of where my refund is.

  

  Business Response

  Date: 09/10/2024

  Erie Home apologizes for any inconvenience this may have caused. Erie Home mailed out the check on 9/6. 

  Customer Answer

  Date: 09/11/2024

  
  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:08/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last year we bought a new roof with the company. We asked about the warranty and feel it was greatly misrepresented. We paid a large amount for our roof under the pretense that the roof was under warranty against any issues and to just call them if there was an issue with the roof. We asked specifically about the limitations of the warranty and were informed it was covered for weather and anything under the warranty. This included them coming out for 10 years to address issues-covered, though the shingles had much longer warranty. We agreed to an expensive $30,000 roof only because of the warranty(advertised and voiced to us, thinking that it would be beneficial if something were to happen. We contacted the company after the hail storms and they informed us that the roof was not covered by any act of God. We are a one income family and would not have agreed to a roof this expensive if the salesmen didn't pressure us into signing after assuring us the roof would be covered. Our insurance company is providing us funds for a new roof, due to all the hail damage, but that means we just spend $30,000 for a 1 year roof. I feel hurt and lied to that they would come in, engage with our children, and tell us this HUGE lie that is now costing a ton of money for nothing. Money that we could have used for so many things for our family is just taken by their deceit. Overly priced for a roof with what they are saying is covered. Upon finding out they will come out and fix it if we paid them for all, this is not okay.

  

  Business Response

  Date: 09/11/2024

  Erie Home apologizes for any inconvenience this may have caused. Erie Home is actively working towards a resolution with the customer and customers insurance. 

  Customer Answer

  Date: 09/17/2024

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

  We were told they would get something set up with the insurance company and call us back.  We have yet to hear anything back and another company is stepping forward to complete work.  Disappointed with how this company has handled our issue.

  
  Sincerely,
  
  *********** And *** ******

  

  Business Response

  Date: 09/26/2024

  Erie Home did contact the insurance company and provided the documentation request. However, the customer had already contacted another company and paid a down payment. 

  Customer Answer

  Date: 09/28/2024

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

  The company did reach out to the insurance company, but the insurance company expressed they were not going to give any more money for a roof because the amount Erie wanted to get for it was too high.  We had not heard from the company about what was happening with the insurance company until I made a response to BBB. The company did attempt to find a way to fix the problem, but it wouldn't have worked based on the amount they talked with the insurance company.  Overall not satisfied with this company.  They didn't want to help until a BBB complaint was made, which was too little too late. 

  
  Sincerely,
  
  *********** And *** ******

  

  Business Response

  Date: 10/09/2024

  We sincerely apologize for any frustration you experienced during your interactions with us. It was never our intention to cause any delays or communication gaps regarding your insurance claim. While we did attempt to work with your insurance company, we understand that the outcome did not meet your expectations, and we regret that our efforts fell short. Your experience does not reflect the level of service we strive to provide, and we are committed to improving our communication process moving forward. We understand that the resolution was not satisfactory, and we appreciate you bringing this to our attention through the BBB.

  Customer Answer

  Date: 10/09/2024

  
  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, as much as it can.
  
  Sincerely,
  
  *********** And *** ******