ComplaintsforErie Construction Mid-West, LLC

• Initial Complaint

  09/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  09/17/2024

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

  Customer response

  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

  09/26/2024

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

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  08/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  09/10/2024

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

  Customer response

  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

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  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 response

  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 *** ******

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 2023 Erie Home took our metal roof off and put asphault fiberglass shingles on along with underlayment. In April of 2024 we had become aware that there are depressions in different areas of the roof. When you walk on it you can feel a giving below your feet. We contacted them and they came out to look at the roof. They said they would have someone else come out . That person came out and saw some shingles that weren't adhered and told us to give it a month to see that they do. We called them again about the depressions and we were told after July fourth holiday they would come out and address the problem. I have called them a few times in August and have not gotten any answers from them.They told me in the beginning after looking in the attic and assessing it, that they could replace our metal roof with the asphault fiberglass. I had concerns for the difference in material and they assured me that it wouldn't be a problem. With the weather we get here we want the roof to be able to hold up against it.

  

  Business response

  09/10/2024

  Erie Home apologizes for any inconvenience this may have caused. Erie Home will be out to the home on 9/13 to rectify the concerns. 

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/16/2024 I reached out to ERIE HOME to have my basement waterproofed. The salesman came out and sold me the job on false promises. A few that was promised was a new dedicated circuit be ran, After the install i was told that ERIE HOME doesn't do that. Another was that my old sump put would be DEMO'd and filled in since they were making a new one. Never done and they refuse to do it now. The only excuse i got from ******* ***** (a install manager) was "We run into this issue a number of times where sales over promises on things that's outside of our line of work. However there were changes made overhead that should fix these issues moving forward." When they came to do the work, they damaged some of my HVAC ducts, that was resolved only after weeks to get them out there. They also took property from the house by mistake, which also took WEEKS to get replaced. The Sump pump wasn't installed correct or working properly, the Dehumidifier wasn't installed correct or working properly, The tape on the walls was falling off and frankly still won't stick to this day (probably due to the high humidity), They left garbage including leftover lunch and a dirty shirt that was hung on a water line in my basement... Now, the ongoing issue I'm having is that the humidity in my basement has NEVER gone below 85% and sticks at 90% almost all the time. My basement is still wet in areas and seeping water in areas. I have made so many complaints and phone calls but can never get in contact with someone who will fix my problem. I've been told everything from Forman quit... to busy... Install manager quit... "Installation manager won't answer so i left a message with the regional manager" who still won't call me back. Its been almost three months since i started complaining about the wet basement. I waited initially because i was told it could take a little extra time for the concrete to dry and thats why it was still wet.. Hopefully this can get their attention and they'll call me back.

  

  Business response

  09/04/2024

  Erie Home apologizes for any inconvenience this may have caused. Erie Home came out reboot the humidex and addressed the other concerns the customer had. Erie Home is in contact with the customer to confirm the changes made have resolved the issues. 

  Customer response

  09/14/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  Erie came out and reset the humidex. They also relocated the controller upstairs (which was required by the installation manual in the first place). It was originally installed in the basement next to the humidex, this was the incorrect installation. I have been monitoring the levels and the humidity is still high and won’t turn off the Humidex from its higher fan setting. I have talked with Humidex and tried to diagnose the issue. After talking with Humidex and reading over the installation manual, I found multiple issues with the installation from Erie. Most concerning was that the height of the Humidex is to be installed no greater than 6 inches from the floor. Mine was installed 11” from the floor by Erie. Humidex stated to me that this could be a big cause of the high humidity issue. I also ran through a few other things with Humidex that showed improper installation per the installation manual. I would have relayed this all to Erie, but they never reached up to me after they came out and just reset the unit. I was told when they left that they would follow-up since I am still having wet floor and humidity issues. There was no follow-up contact from Erie. In conclusion to this, I found out the Humidex was improperly installed, basement is still wet in areas, humidity is still over 80% consistently and Erie has made no attempt to follow-up on these issues like they have stated.
  
  
  Sincerely,
  
  ***** ******
  

  

  Business response

  09/25/2024

  Erie Home went out to the home today and will be actively working to address the concerns. 

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a representative from **** Roofing come to our home to discuss a new roof. At this time we signed a contract and the new roof was installed on in January/ February of 2024. Upon completion we noticed significant damaged done to our siding. We contact the installation manger *************************** who then reached out to the third party company that installed the roof. We were asked as homeowners to get three estimates for the damage and submit them. We did that and when given a check for the damages the check bounced and we were told the third party company went bankrupt and Erie roofing would try to get out money. Now in August we still have not received any compensation for the damages done to our home. We have had multiple phone conversations with Erie Roofing.

  

  Business response

  09/04/2024

  Erie Home apologizes for any inconvenience this may have caused. Erie Home is actively working to address the concerns.  

• Initial Complaint

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After the newer Champaign branch of Erie sent an amateur crew out that damaged our roof and home, through a lot of back and forth and showing them our extensive documentation, they finally agreed to send a second crew to completely redo the botched first job in January 2024. Our attached contract amendment shows that Erie acknowledged they are responsible for damage to our siding, window screens, and adding colored silicone to the cap nails. Part of the damage to our siding included 3 different j channels meant to help protect our windows from water damage. We also contacted Erie again in June to let them know the second set of shingles they installed in January have now warmed up and started to ripple only 5 months after install, which they said can happen when they are installed too tight in cold weather. We have tried many times to ask both the local and regional installation managers when we can expect resolution and continue to get the run around, promises of someone coming out to properly inspect extent of damages, repair dates that never happen, and continued excuses. At this point we are tired of being the ones to continually reach out to Erie to see if they are ever going to come back and finish the job they put in writing, and do right by its customers. We have everything documented through pictures, texts, and contracts. The next step we have is litigation but we are hoping it will never have to come to that.

  

  Business response

  09/03/2024

  Erie Home apologies for any inconvenience this may have caused. Erie Home stand willing and ready to address the concerns. We have attempted to resolve the problem twice now but unfortunately the customer has been on vacation and did not want the work completed. Please contact customer service at 1-************ to schedule an appointment. 

  Customer response

  09/03/2024

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

  I have received no communication from Erie asking for dates/times to resolve the issue. On 09/29 I have doorbell footage showing a conversation with an Erie rep from Indiana explaining that he was told to just show up and start working. We were out of town on vacation and would have LOVED any kind of actual communication beforehand to schedule work. We told the man that he was welcome to go into our garage and find a piece of extra siding to color match and then please CONTACT US to let us know when they wanted to come work after labor day. There has not been 2 attempts to remedy this at all and it's insulting that you would even respond with that. WE HAVE TRIED MULTIPLE TIMES to get a remedy over several months now. And you sending a guy to our house with ABSOLUTELY NO COMMUNICATION BEFOREHAND just reinforces how badly your company communicates with its customers. You have both homeowners phone numbers, CALL THEM.

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

  

  Business response

  09/12/2024

  Erie Home will be at the home on Tuesday 9/17 to address the concerns. 

  Customer response

  09/17/2024

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

  Erie representatives showed up today to inspect. They did fix broken j-channels around our windows and screens that were ripped from falling materials.

  However, now they are setting a date to come back next week to rip off half of the roof on the front part of our house due to severe rippling that cannot be easily fixed. The person inspecting found bubbling in the ice/water shield at the roof line by gutters and wants to rip off the entire front part of our roof to inspect further and redo it correctly. ****** the Champaign Erie rep also said that Erie is no longer using their old "premium underlayment" that was put on our house less than a year ago, and now prefers a cheap asphalt paper as their underlayment that he left a sample of. So only 1/2 of the front of our roof will now have a different underlayment. They guessed maybe our porch roof might need venting, and suggested putting 2 big metal box roof vents very noticeably on the front of our porch roof which will look horrible. But as the Erie rep inspecting stated to us on a phone call, he is not sure that is actually the issue. He just thought maybe it might help but obviously will be unsightly and should be a last resort. So we are seeking another general contractor to come and assess other potential venting options for our porch roof IF it is even needed.

  So on 09/25 a new Erie crew is supposed to come tear off and redo this Erie roof FOR A THIRD TIME IN LESS THAN 10 MONTHS!! The first roof was the most poorly executed roof we and everyone we showed pictures to had ever seen. The second roof looked way better than the first for 4 months before it started rippling. Guess we'll see how this third roof goes.

  I will not ever be satisfied with Erie and the absolute nightmare they have put us through. They actually wrote in our contract amendment after the 2nd roof that we had to take down all of our online reviews, which any reputable business would never do as customers have a right to share their experiences with other potential customers.

  But I will not sign off as satisfied on this complaint until the new roof is on and our general contractor confirms that the third Erie crew did it correctly.

  ******* *******

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  09/03/2024

  Erie Home apologies for any inconvenience this may have caused. Erie Home came out and repaired the board that was cracked. 

*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. ↩