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

  3 Crossgate Dr Hampden Township, PA 17050-2459

  
• 

  West Shore Home, LLC

  742 N Hall of Fame Dr Knoxville, TN 37917-6721

  
• 

  West Shore Home

  425 Franklin Gtwy SE STE 520 Marietta, GA 30067-7736

  
• 

  West Shore Home

  460 Rodi Rd Pittsburgh, PA 15235-4547

  
• 

  West Shore Home, LLC

  2495 Boulevard of the Generals Bldg A Norristown, PA 19403-5236

  

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:01/31/2023

  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.

  We have contacted the business numerous times for one item for my father's HISSA grant. The company keeps informing me I will be contacted within 24 to 48 hours. I am still waiting months later. All we are waiting on are the renderings from bath to shower.

  Business Response

  Date: 03/06/2023

  We sincerely apologize for any lack of communication with ****************. Our General Manager will immediately reach out to her and provide any necessary information. 

• Initial Complaint

  Date:01/26/2023

  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 12/27 2022 we have a bath tub converted to a shower pan today on 1/26/2023 there is water shooting out from behind the shower head this project cost us over $12,000 and less than a month later it's leaking

  Business Response

  Date: 01/27/2023

  We sincerely apologize to ****************** for the issue with his shower head. We became aware that he had a minor issue with water spraying where the shower head is connected to the shower neck. We immediately scheduled him for a same day service and corrected the issue. 

• Initial Complaint

  Date:01/25/2023

  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.

  I contacted Westshore in December regarding a bathroom project. a previous contractor started job but could not finish timely due to need for custom shower floor pan. When the Westshore sales rep came out to my house, I told him time was of the essence for this project because I didn't want to be in the house for months without a shower. He assured me it could be done quickly.They had me on the schedule for the next week, but then sale rep contacted me and said he put order in the system wrong and that they could not do installation as scheduled because of the need for a custom floor pan. So , instead of installation being completed in December, they gave me an estimated installation date of February 13th. If he would have given me the correct estimated completion time when he came out to my home, I would have never entered into agreement as time was of the essence for the completion of this project.I contacted Westshore yesterday and told them I could not move forward with project due to extenuating circumstances. This morning a Company Representative contacted me threatening me with penalties and a 35% restocking fee. Why would I need to pay a restocking fee for a project they are not even prepared to complete in a timely fashion?The representative was very threatening and kept trying to intimidate me and force me to meet with a company representative in order to cancel contract due to lack of performance.I want company to cancel contract with no penalty to me since they could not perform service in timely manner. I do not want any further contact from company.This is very disappointing because the lady and man on the tv commercial and very nice and they come and do job in a single day, but they could not provide me the service they advertise and now they want to exploit me further.PLEASE HELP

  Business Response

  Date: 01/30/2023

  ************** requested to cancel his project more than a month after purchase. All of his materials have been manufactured and delivered. His project is 100% custom made materials to fit the unique floor plan of his bathroom. We are not able to repurpose any of the materials we made for **************. While we understand ****************** frustration we have spend a considerable amount of money making his materials. West Shore stands ready and willing to install his project should he opt to do so. 

  Customer Answer

  Date: 02/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  When the West Shore sales rep originally contacted me, he came to my house and saw that I had previously contracted with another company to do install but they were having delays with materials.  I thold him time was of the essence adn I did not want my bathroom torn up for several months waiting for install.  He told me he could have it done within the next week or so and I agreed to move forward with West shore as a replacement contractor.  However; after they gave me an original install date, the sale rep contacted me after the 72 hour window to cancel and told me that he put the numbers in the order wrong and that they needed to give me another install date.  This was deceptive and not in good faith.  The revised date they gave me was 10-12 weeks away in February.  If he had told me the soonest he could do it was February upfront, I would have never pursued a West shore product because of lack of timeliness. I was already waiting for a vendor to complete the job several weeks in the future.

  I told the sale rep that time was of the essence at several points during our discussion. Each and every time he agreed he could get the job done quickly.

  Unfortunately, West Shore did not honor their word and they were not able to complete the job quickly.  In the interim, the original contractor was able to come back and complete the job and I am completely satisfied with the finished product that was over $5,000 less than the price West Shore quoted me.  I was willing to pay the extra money to have the job completed quickly, but West Shore could not deliver as promised by the sales rep.

  I have nothing against West Shore, but they just didn't deliver on what they promised me....a quick and speedy installation within a week.  Once they failed to meet the time constraints of the project, I considered our agreement null and void .

  So now it is wrong for West Shore to try and bully me out of money for a job not  completed within the stated time frame.   The sales rep already knew the job was under contract with one of their competitors.  He took pictures of my bathroom with no bathtub in it.  He took a picture of the other company's sales rep business card.  If you say you can come do the job faster, then come do it.  However, if you say you can do it faster than a competitor who has already started the project, but you can't, then you failed to deliver as promised knowing time was of the essence.

  I wish you all the best with your future endeavors, but you shouldn't promise customers things you can't deliver. That's not right.

  It's unfortunate that you spent considerable time on this project, but the parameters of our agreement did not afford you considerable time to complete this project. When you trying to steal business that is under contract with a competitor, how do you think you can take considerable time?  I told the sale rep I wanted job done ASAP and he said it could be done within a week.

  I am so sorry for any misunderstanding and didn't mean to cost you any lost time or money.  This is my first time dealing with contractors, but you all do this for a living.  Given the fact that your sales rep knew all the facts I have described above, I hope West Shore would be willing to resolve the situation in a more customer friendly manner.

  Regards,
  
  ***********************

• Initial Complaint

  Date:01/23/2023

  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.

  We had a shower installed everything was great till I realize the caulking was turning pink the company sent someone out. For the gentleman to tell me that it was the wrong caulking in the 1 st place. Also reported that I had a small crack in the shower pan. They didnt want to fix it because if they fix it they have to take the whole shower and redo the whole entire shower over. This has been going on since December . 5 different People have came out to my house since January 5 2023 and nothing has been completed the bathroom we cant even use we called told them that there was a leak water is on the floor. Its turning the floor into mold, mold on the ceiling above the shower. We didnt have these problems when we had our old shower, I have called over and over and over to ask to speak to a GM and she keeps telling me hes out of town, so apparently there is only one GM in the Charleston location. I want to speak to a manager and hes never available. Never have missed a payment never have been late. Make double payments each month. I totally regret getting a new shower. We want this shower fixed They dont want to fix it because they will have to redo the whole entire shower.

  Business Response

  Date: 01/31/2023

  We apologize to **************** for her frustrations. Our ************************* Manager is working with her to address all of her concerns. At West Shore Home we will always stand by our customers and we have offered **************** several options to resolve her issues. We will continue to work with **************** until she is 100% satisfied. 

• Initial Complaint

  Date:01/18/2023

  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.

  **** came and replaced the bottom piece of my back door (purchased and installed by West Shore) that was lifting up. After he left, I couldn't dead bolt the lock. This wasn't the first time it had to be fixed and I never had any problems with the other men who fixed it before. **** was then sent to fix it when I requested **** not to come back since he spent very little time supposedly fixing the problem. **** did fix the problem and pointed out the gap in the top of the door. This was in June of 2022. I have missed work at least twice when promised **** would be coming with the last appointment being set by West Shore for December 8th. I called twice that day when **** didn't show up as scheduled for 1300. Messages were left at 1430 and 1600 with no response. To my surprise, I than received a call the week of December 19th from ***** (? manager) who stated he had been ill and was just getting around to contacting me. We arranged for him to call me on 12/28 around 1100 after he reviewed my file and confirmed the material was available. I waited at home and ***** never called as promised. I have since attempted to call ***** at least weekly since to no avail. He gave me his number at his first contact *************) and all I get is his message to which I leave my name and number. Needless to say, I am very disappointed since six months with no satisfaction.

  Business Response

  Date: 01/27/2023

  What Ms. is saying is not entirely accurate. We have maintained consistent communication with her at all levels of management within the company. We already have her scheduled for service on her door. We are servicing her door as a courtesy. Her dogs have caused extensive damage to her door and this would not normally be covered. Even though ********************** issues are not covered by warranty we are still standing by her because that is what we do at West Shore Home. 

  Customer Answer

  Date: 02/02/2023

  [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:01/07/2023

  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.

  I signed a contract with West Shore home representative ******************************, on November 14, 2022. The shower installation was completed on Thursday,, November 17, 2022.I was pleased with the job and contacted the local office for a copy of my contract. The offer on tv was free installation and 18 months with no interest. After 3 attempts to receive a copy, I received one in the mail on December 31, 2022.The contract was not the one I signed so I requested same. The sales rep sent me a copy of a contract by email, same as the one mailed. I texted him I wanted the one signed at my home and did not hear back. I called on Tuesday, January 3 and requested to speak to a manager and after 10 minutes waiting, was told he or the sales rep. would call.. i called again on January 6 and was told again the sales manager *************************** would call. My dispute is due to the amount I have been charged and length of time to pay with no interest. They are billing me $12,891 and the contract the rep. completed at my house was $7,000 plus. I don't recall exact amount. ** ******* showed me the price of $12,891 and then I told him I could not pay $12,891 and that is when he showed me the discount, bringing it down to $7,000+.

  Business Response

  Date: 01/11/2023

  ****************** not only signed a contract for $12,891 but she signed separate loan documents with a third party lender for that same amount. The amount of $7030 was a quote for a separate project she contacted us about in January of 2019. 

• Initial Complaint

  Date:12/29/2022

  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 11/9/22 ********************* did a presentation in my home on updating my shower. I called Westshore because of their commercial on TV. Nothing down and no payment until 2023. He never discussed that part of the deal so he proceeded to show me what He had to offer. At closing of the presentation he told me what it would cost me and asked for a 1400 dollar down payment. He quoted me a price of 12,000 dollars and said he could not install a shower door with the installation. I thought about it and being a widow 73 yr old woman I didn't want the problem trying to get the door installed on my own. On 12/7/22 I call to cancel the order. He refused to return my down payment because I would need to pay them a 35% restocking fee. I feel like I have been taken advantage of and misled during this whole ordeal. If I did not qualify for the deal that was offered I should have been told that upfront. I really would like to have my money refunded to me. HELP PLEASE! Thank you!!

  Business Response

  Date: 01/10/2023

  We have been able to work with ****************** and she has decided to move forward with her project. The only reason we were not able to provide a shower door for ****************** is because of the size of her shower. The length of her shower is to small for the shower door options we offer.

• Initial Complaint

  Date:12/29/2022

  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.

  I bought a stand up shower and it is leaking into my bathroom and also into hallway when I take a shower I have called several times and have talked to customer service but they haven't sent nobody out yet and its been over three months now since I heard from anybody I want this fixed right 

  Business Response

  Date: 12/29/2022

  The leaking that *************** is referring to is not an issue with the product or installation of her shower. Water is escaping under her shower curtain. We have only one record of *************** contacting us and that is very recently. That said, at West Shore Home we will always stand by our customers and do everything possible to address any concerns. We are reaching out to her immediately and find a solution for her. 

  Customer Answer

  Date: 01/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: you all have Ben advertising with the doors and I feel like I’m paying all of this money for this stand up shower they should of installed doors to not jus the shower I wouldn’t have that problem if it came with doors 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:12/24/2022

  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 paid West Shore Homes around $12,000 to build us a custom shower. The person representing West Shore Homes did a horrible job on explaining their products to us. We were wanting a seat added to our shower. The only one he told us about was the bench seat. Later after the installation, one of the workers said that they had corner seat that could be added. West Shore Homes sent out another one of their workers and he said that it had to be installed before the shower was finished. Had we known about the corner seat beforehand we would have had this installed, I spoke with West Shore Homes, and they were wanting to charge us an extra $2,000 to add the seat plus pay for the corner seat. We told them that we were willing to pay for the seat but not their mistake of not telling us about the corner seat. One wall was cut 1/2 inch too short and instead of replacing it, they just filled it in with caulking. It's been over a year, and we still haven't heard from them. We would appreciate anything you can do to help us resolve this issue.

  Business Response

  Date: 01/03/2023

  We have heard ****************** concerns and we have responded in true West Shore Home fashion. Our General Manager has personally contacted her and we are going to provide all options necessary to address ****************** concerns and ensure that she is 100% satisfied. At West Shore Home we are the best contractors in the industry and we will always stand by our customers until they are happy. 

• Initial Complaint

  Date:12/22/2022

  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.

  Consumer states West Shore Home should honor warranty from business it acquired.

  Business Response

  Date: 01/09/2023

  **************** has never been a customer of West Shore Home. 

  Customer Answer

  Date: 01/17/2023

  When I bought the life warranty from *** **** I thought it would be a warranty for life time, even though they bought them out that they would still honor the warranty that I had paid for, for life.  
  

  Regards,

  
  

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