Complaints

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

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West Shore Home, LLC has 45 locations, listed below.

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  West Shore Home, LLC

  3 Crossgate Dr Hampden Township, PA 17050-2459

  
• 

  West Shore Home

  1203 N New Hope Rd Raleigh, NC 27610-1413

  
• 

  West Shore Home

  13701 Hutton Drive, Suite #102 Farmers Branch, TX 75234

  
• 

  West Shore Home

  3845 Gateway Centre Blvd #300 Pinellas Park, FL 33782-6116

  
• 

  West Shore Home, LLC

  1210 Scholastic Way Chesapeake, VA 23323

  

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:01/23/2024

  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.

  In October of 2022, we got a new shower installed from West Shore Homes and loved it, but it's all great until something breaks. I asked for a permanent shower curtain bar but they installed a spring loaded bar. Yesterday the heavy (metal) bar fell on my head. I immediately called and asked for someone to come and install a permanent bar that I had asked for. The person answering the phone could only read a script that required me to sign a form consenting to pay a $150 trip charge. In my pain and suffering, I would think that would not be necessary. Today my head, neck and back are sore from this. After paying over $15,000 for a shower, this should not be happening.

  Customer Answer

  Date: 01/23/2024

  West Shore Homes came out today and fixed the issue and did not charge me. Please remove my complaint or mark resolved satisfactorily. Your help is appreciated.

  Business Response

  Date: 01/24/2024

  We sincerely apologize for the miscommunication with **************. He curtain rod is still covered under warranty and we are happy to replace it with a fixed/mounted curtain rod. We have already visited ****************** home and installed a fixed curtain rod at no charge. We again apologize for the miscommunication. At West Shore Home we will always stand by our customers when an issues arises. 

  Customer Answer

  Date: 01/25/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:01/16/2024

  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 am 87 years old. I broke my leg, and I need some new accessibility features in my shower. I wanted to replace the glass door and add a seat and a shelf. I was looking for a company to upgrade my shower. On Friday January 12, 2024, a representative from West Shore Home came to my home. He agreed to do work on my shower, and he asked that I pay a down payment of $5,382.00. I paid him via check, which he cashed immediately. Over Martin Luther King Jr. Day weekend, I decided that I no longer wanted West Shore Home's services. I called to cancel. The customer service representative on the phone told me that my down payment could not be refunded because I did not request a refund within three business days. I was unaware that there was a time limit to receive a refund. I never saw this time limit in writing. Furthermore, the three days between January 12 and January 16 were all holidays because of Martin Luther King Jr. Day weekend. I feel that West Shore Home has swindled me out of $5,382.00. I would like my money back as soon as possible. 

  Business Response

  Date: 01/22/2024

  ******************** is a bit confused about her dates. She purchased a project from us on 1/9/2024. On 1/16/2024 she requested to cancel her project. Even though she is clearly outside the cancellation period of her contract we are understanding of her situation. We have agreed to cancel ********************'s project. 

• Initial Complaint

  Date:01/03/2024

  Type:Billing 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.

  West shore stated that they could not get a credit score due to a block being on my credit so therefore they could not provide services. They in return sent someone out to remodel my shower the employee stated that they got approval to move forward with the shower. Paper work that wad provided after service was a fraudulent. Signature that someone signed that could have caused My interest rate to be a assumption due to not having the ability to review my credit once I paid it off the interest rate was ridiculous high. For a person with my credit score. This is predatory lending. After being over priced already for the service

  Business Response

  Date: 01/10/2024

  ******************** complaint is very confusing. We were able to provide some great financing options for **************** and financing for her project was approved with a third party lender. We have since performed a perfectly executed installation and **************** now has the brand new bathroom of her dreams! 

• Initial Complaint

  Date:01/02/2024

  Type:Sales and Advertising 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.

  On December 13, 2023 I met with a West Shore Home representative, *************************, in my new home. Following his presentation, I accepted his third quote for a new shower. A transfer of $4135 was deducted from my bank account, which took all of 5 minutes. However, in speaking with my son, I am 74 year old widow, he advised me that the bathroom needed more than just the shower. At around 2pm I’m Dec 14th, I called the main Charlotte number and cancelled the project. At that time I asked to be refunded my deposit. The man at the main office told me it would be returned within 2-6 days, or a check would be issued within that period. On December 24th I contacted Daniel Palmer and he stated he would contact the head office and get it taken care of. It is now January 2, 2024 and I have contacted the office and Mr. Palmer a tota of 5 times to no avail. I am still owed the sum of $4135. I want my deposit returned immediately. 

  Customer Answer

  Date: 01/09/2024

  The business issued a refund 3 days after the complaint was filed.         I called them the day of the complaint explaining that  I had written to you.  Obviously, this encouraged them to respond.

  Business Response

  Date: 01/10/2024

  We sincerely apologize for ********************** frustration. Her deposit has been fully refunded as she was within her three day cancellation period. There may have been a delay in her bank processing the refund. 

• Initial Complaint

  Date:12/28/2023

  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.

  West Shore Home installed a basic shower in my bathroom on December 12 and 13, 2023. I watched one of the installers walk to the side of my house passing the front door. I didn't notice anything until the following day when I walked out and saw water running from my outdoor water spicket. The water had been running all night out into the street. The following day, I informed them of the situation, the young man apologized and he walked upstairs. After installing the shower, they did not stay long enough to ensure the product was secure and worked properly. The young men had been gone ten minutes, my husband heard water dripping from the kitchen ceiling which is under the area where the shower renovation had taken place. He turned the water off from the street and informed them immediately about the incident. They returned and said the rubber seal that connects to the drain pipe was leaking. They fixed the problem and took pictures of the kitchen ceiling which was damaged and sent them to their boss. Their supervisor came on the 13th and assessed it and went to ********** and brought back a bucket of **** paint, roller, and paint tarp and tried to paint the ceiling which was too wet. All it did was remove the popcorn coating from the ceiling to his roller. He then began to scrap off a large section of the ceiling which was saturated with water. He said he would have someone come out and remove the sheetrock and replace it. The next day, I tried to use the shower and noticed the shower head was leaking and the water control knob was installed incorrectly. The hot and cold were reversed. On December 15, a different guy came out and fixed all the issues. He asked if anyone reached out about the kitchen and the response was no. He said he would call and have a third party to fix it. I have not heard from West Shore Home concerning my kitchen situation and had people over for the holidays. I contacted West Shore Home and left a message and no one has returned my call.

  Customer Answer

  Date: 01/26/2024

  West Shore Home came out and repaired the ceiling and everything is back in order.

• Initial Complaint

  Date:12/20/2023

  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 October 30th and 31st 2023 West shore home did a bathroom conversion of my home. A week later the county building inspector officer advised me the work did not pass inspection. I contacted West shore on November 17 2023 regarding this issue and was told their master plumber would call me. I didn't hear back from anyone so I called again on November 21st and they said a representative would come to my home on November 28th to take pictures of the work and submit it to the county. On the morning of November 28th West shore called me and informed me they no longer need the pictures and the work had passed the inspection I requested they send me a copy of the inspection report showing it had passed. I didn't receive copy of the information. I called again on December 12th and was told a West shore representative would call me that day. I called again on December 14th and left a message on their customer service recorder asking for a call back. I still have not heard back from them. I want this company to provide me with proof that the building inspector has indeed issued a certificate verifying the work has passed the final inspection.

  Business Response

  Date: 12/22/2023

  We apologize to ************ for the delay in getting her inspection report to her. We are diligently working with the county to get her that copy. Our Director of Permitting will continue to work with ************ to ensure we provide her with a copy of the passed inspection. 

• Initial Complaint

  Date:12/17/2023

  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.

  Two weeks ago I signed a contract with the organization. In our original agreement, they stated they would do the entire bathroom for the price quoted. When the contractor called to verify the date of service and stated the materials they ordered, I attempted to clarify if the estimate included re-tiling my bathroom floor. The contractor stated the estimate was for installation only redoing my shower/tub and toilet. I advised the contractor that I was told my entire bathroom would be redone. The contractor stated only the shower, tub, and toilet were going to be installed for the price quoted. The price quoted was over $15,000 and with interest included $21,000. I advised the contractor that the price quoted for the services were not acceptable and I was told that they would redo my entire bathroom.I asked the organization to terminate my contract and was told that I would be charged a $3,000 restocking fee.When questioning how much the charge for restocking the material, I was told if I did not pay the fee, they would send it to collections.There was no labor performed at my home, so the charge of $3,000 was unreasonable and overpriced. I would like the $3,000 restocking fee dismissed and no further contact with this organization.

  Business Response

  Date: 01/31/2024

  ******** Banks We certainly apologize for any misunderstanding with ************** project. West Shore Home does not work with tile, and we do not do full bathroom remodels. ************** contract could not have been more clear about what he was purchasing. At West Shore Home we are a company built on integrity and ethics. We have agreed to cancel ************** contract even though ************** should have been fully aware of exactly what he was purchasing.

• Initial Complaint

  Date:12/14/2023

  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.

  October 12, 2022, The salesman offered a discount, he then ******* me and shot the price up. Stated that the company would not allow him to give the discount and then asked if he could offset the difference by making a donation to my nonprofit, because he felt bad. FOOLISH I agreed, the price went even higher. Then the high pressure sales tactics went into high gear. Was I an IDIOT? Yes!! Was it right? NO! I called the company and complained and received absolutely no reply!!

  Business Response

  Date: 12/18/2023

  We certainly apologize for any confusion regarding the pricing for ****************** project. We have clarified everything with him and have since performed a perfectly executed installation of his project. We would like to sincerely thank ************** for being part of the West Shore Home family. 

• Initial Complaint

  Date:12/14/2023

  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.

  They were hired to put in a shower. We signed the contract for close to $13,000. We do not have a door coming out of our bedroom into our bathroom. There is a way to walk to the vanity and then when you turn right, our tub is there. They were not going to clean up anything. We couldn't clean it ourselves. We couldn't afford to have it cleaned. The only thing they were going to clean was the shower. All the debris from the work would be all over our bed, furniture, and floor. We told them we did not want them to do the job because we couldn't afford to have everything cleaned.

  Business Response

  Date: 12/15/2023

  ********************** is not a West Shore Home customer. We have never installed anything in her home. She did request a design consultation with us but decided not to move forward with the project. We are not sure why ********************** would claim we damaged her home when we have never performed any work for her. 

• Initial Complaint

  Date:12/08/2023

  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.

  Still waiting for contract promised to email me that day but never did. Please see explanation below

  Business Response

  Date: 12/12/2023

  We sincerely apologize for any frustration the ********* have experienced. They did not purchase a project from us but we will definitely reach out to clear up any confusion.