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

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

  
• 

  West Shore Home

  108 Pidgeon Bay Rd Summerville, SC 29483-3469

  
• 

  West Shore Home, LLC

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

  
• 

  West Shore Home LLC

  8080 Villa Park Dr Henrico, VA 23228-6500

  

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:12/12/2022

  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.

  We had a Rep. to come to our home for a shower upgrade on December 2, 2022.The product selections were very nice. We decided to put a down payment on the the work for $3799. After futher discussion we decided to cancel the contract because it was too pricey for our small shower. We called our Rep. on December 4, 2022 and cancelled. He assured us that he would get with the office and have our refund processed immediately. It is now December 12, 2022 and we still not received a refund. We have called and left numerous messages and were told the corporate office would be calling us to process the refund. We asked for their number to contact them directly but no one seems to have the number. All we asked is that you make this right by refunding our money immediately. You have a good product so why risk your reputation by prolonging our refund request. We are certainly well within our rights and your termination period to get those funds placed back in our account. Please resolve this matter immediately. ** and ********************

  Business Response

  Date: 12/19/2022

  We apologize to ******************** for any delays. We have cancelled her contract and processed the refund of her deposit. 

  Customer Answer

  Date: 01/06/2023

  This has been resolved , thank you.

• Initial Complaint

  Date:11/27/2022

  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 decided to upgrade our shower because of our disabilities. Told it was going to be safe but unfortunately poor advertising. "PAN NOT SLIP RESISTANCE". DISABLE Senior did injure themselves.

  Business Response

  Date: 12/02/2022

  We apologize to ***************** that her shower base did not meet her expectations. We have reached out to ***************** and offered to apply an anti-slip coating to make her shower safer for her. 

• Initial Complaint

  Date:11/25/2022

  Type:Delivery 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 July 5, 2022, I entered into a contract with Westshore for a shower and bathtub renovation. Upon the completion of the contract, I was told that it usually takes about 8 weeks for the components of the renovation to be delivered and it was recommended that I schedule out to accommodate that time. The next day I was called to schedule the installation and I scheduled it for September 7th, which was 9 weeks later. On September 3rd, I received an email stating that they were experiencing delays with their supplier and did not have a new delivery date. I was told in the email that I would be contacted in the coming weeks to schedule my installation. The email also said that their current lead time was 8-12 weeks from the time of sale. So, it was my understanding that I was still going to get a delivery date within that time frame. During the week of October 17th, Westshore was running a special that was televised stating that they were guaranteeing delivery of any sale by Thanksgiving or it is free. This had me questioning why hasn’t anyone contacted me about my sale item and it had been well over 12 weeks. On October 20th I called Westshore schedulers to find out what was going on with my order. On October 24th, I called Westshore back to find out what was going on. After some runaround, a scheduler call me back to say that the missing item was coming from Myrtle Beach. I asked for a manager to call to discuss my issue. **** ****** called me. I explained my issue and he first said that the delay was because my tub was custom-made. This was never mentioned before. However, when Chad saw that it had been 16 weeks, he mentioned that my order was over Westshore’s acceptable time. I told him that this was unacceptable.

  Business Response

  Date: 12/02/2022

  We certainly apologize to ****************** for the delay in her installation. The supply issues at the manufacturer level are not common, and were beyond our control. Her project has been installed. 

  Customer Answer

  Date: 12/15/2022

  [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:
  1. I was told by the scheduler that the tub was at the warehouse, but was not checked in.  So, this wasn't a timing issue it was an issue with a West Shore employee not doing what they were supposed to do.  I was also not told about the extended amount of time it was going to take past the 12 week maximum I was just about guaranteed when I made my order.

  2. Since I've gotten my  shower installed, I've had someone to come to fix it several times.  The issues are: The glass frame was installed incorrectly, there was leaking, the glass is warped, the bath floor pops and creaks and parts were not sealed.  At the last visit, I was told by the West Shore repairman that the entire shower needs to be ripped back out and reinstalled.  So, this issue has completely escalated. Now, my family and I need to be inconvenienced again with a total redo due to the shower not being installed correctly.

  This is not acceptable!  I know that my original complaint was about timing of the install, but this has now ballooned to into a much larger issue.
  
  Regards,
  
  *************************

  Customer Answer

  Date: 01/05/2023

  The entire shower needs to be ripped out and redone. This work is scheduled on 1/16. The work of the shower includes taking out the walls, tub,, shower head, faucet and glass doors that were put in initially incorrectly. Then they have to recut the walls and reinstall new parts. 

  Customer Answer

  Date: 02/08/2023

  I want to update my complaint. After West Shore Home came to do a complete redo of the shower installation they initially did in November on January 16th, I found another issue. I took my first shower on the 18th and found that they had installed the wrong-sized doors. So, they have to come to my house again on February 15th to remove these doors and install the correct ones. This is another inconvenience for my family that would take 2 more hours. 
  
  Best regards,
  *************************

  Customer Answer

  Date: 03/17/2023

  I had a bathtub and shower installed in November 2022. I started having issues with the glass and shower tub immediately afterward. The glass doors were clinking together and would not fully close. Water was also leaking to the outside of the tub. The shower tub was also making a loud popping sound. In December, a technician said the entire shower had to be replaced. In January, the shower was replaced, which took another 8 hours out of my family's time. After the replacement of that shower, we realized the new doors were too big and we had to slide into the shower. I had to contact West Shore again to get the doors replaced. This happened a couple of weeks later in February. So, this shower took a total of 3 months to be replaced.

  I'm looking for a refund, but I do not expect a full refund. The bathtub was installed correctly. However, the shower debacle is unacceptable.

  Business Response

  Date: 04/11/2023

  We sincerely apologize for the frustrations ****************** has experienced. While we have issues with less than 1% of West Shore Home projects, we recognize we are not perfect every time. One of the things that makes West Shore Home the best remodeling company in the nation is how we respond when an issue does arise. Standing by our customers until they are 100% satisfied is just as important as any aspect of a project. We have done this for ******************, and we will do this for every one of our customers.
   
  Thank You,
  
  *******************
  
  Director of Customer Service

  Customer Answer

  Date: 04/11/2023

  [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:
  
  Though West Shore home made things right that should not include an entire redo of the showers. They had to rip out their own work to fix THEIR mistake. When they came back to fix the nick in the bathtub or when they ran I we my lights in my yard or even when the water was leaking out of the shower…those are normal issues they should make right. However, the s**** up with the shower is totally on West Shore and I am getting the impression that they do not want to take responsibility for their mistake. Them coming back was extremely inconvenient for my family. My husband works night and could not sleep and I had to move around my schedule. If only 1% of their customers have issues with their services, then they need to step up and do what's right. The way they are handling this is unacceptable.

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

• Initial Complaint

  Date:11/22/2022

  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.

  Westshore just installed windows in my home on 11/3/22. ***** from Westshore Home promised me that his installation team would properly trim (cover) over the wood around my windows. The installation team did NOT do this and I have called and left 8 messages for ***** in the last two weeks. He called me last week, left a message, said it was a direct line, which it wasn't, and I haven't heard from him since. I spent $17,000 with WSH now and $4,000 in the past, and for them to completely ignore me and not follow through with their promises is not only disappointing, but it's unacceptable. The trim that they did install is very sloppy. They need to come fix the problem and give me what ***** promised me!

  Business Response

  Date: 12/01/2022

  Our sincerest apologies to **************** for the lack of communication. ***** has contacted her and we are addressing all issues. 

• Initial Complaint

  Date:11/21/2022

  Type:Billing 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.

  I wanted to get a new window in my home and saw the constant commercials on TV from West Shore Homes. I contacted them and on Dec 17, 2021, I met with one of their sales people in my home. I told him I was looking to replace the window in my living room. I decided to replace all of the windows as the monthly price was affordable He told me that the project should be completed by end of March 2022. One of the windows is a half moon window. There were several delays but after 8 months they came and installed August 17th. There were 4 men who came and after cutting the old windows out they realized that the half moon was not going to fit. They main installer figured a way to make the window work and guaranteed it was air tight and insulated. The whole installation was a chaotic mess! Next morning the half moon was all fogged up and moisture bound. I called their office and the installation supervisor & main installer came the next day. He apologized and said he would need to order a new window & would expedite the delivery. That was on August 19. I told him my first payment was due on Nov 19 and I wanted the install completed before then. As of mid Oct still no new window. I called them for a status and was told the window was due in on Oct 6 and they were holding Oct 17 date for install and would call and confirm. I finally contacted them for a status and found out that the supervisor had transferred to another location and the installer was no longer with the company! The new manager called back and said the window was in and set for install Oct 17. The day before the manager called and stated that the window was damaged and he had expedited another order which would take 4 weeks to Nov 16. No status as of Nov 14 so sent a text to the manager who called and said window was in and I should receive a call to schedule the install. As of Nov 21, I am still waiting and am now making payments on an unfinished job. It will be one year on Dec 17!

  Customer Answer

  Date: 01/01/2023

  The installation is still not complete.  They are having to come back again to complete the job.  There are still issues with the installation which they are suppose to fix when they come back.

  I am also waiting on the general manager to contact me as he stated he would to discuss the proper compensation for this whole experience.

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

  Business Response

  Date: 01/11/2023

  We would like to sincerely apologize to ******************** for her experience as it is not one that we strive to provide our customers. As difficult as it has been for her we have stood by ******************** and done everything possible to ensure she is now 100% satisfied. Some of the issues were the fault of West Shore Home, and some were beyond our control. Never the less we own the entire situation as our fault and have now corrected everything. Our General Manager has personally stayed in contact with ******************** throughout this ordeal and upon completion of the installation took some additional steps to ensure we have made things right for her. 

  Customer Answer

  Date: 01/13/2023

  [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:11/17/2022

  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.

  On 7/9/2022, I entered into a contract to finance a tub to walk-in shower only. The total amount, including financing, was $14,681. The sales rep, Eric M******, GUARANTEED that as a veteran, the VA (veterans administration) would pay $7,000 ($3,500 when paperwork was submitted to the VA, then the VA would send the remaining $3,500 to me upon completion and photos were sent so I could pay the finance company). However, the VA director, ***** ******, told me approval was NOT GUARANTEED. Had the process been done correctly, I would only be approved for $6,800 but I needed to go through my doctor first. ***** (VA rep) told Eric on a 3 way call that Westshore was providing false information to veterans saying the VA would pay $7,000. Additionally, ***** (VA rep) advised Eric, as a Westshore rep, on 3 way call, that he was providing outdated paperwork and was breaking HIPPA laws. When I asked Eric to put in writing that I was guaranteed the $7,000 from the VA, he stated he couldn't because he was not the one cutting the check. Further, he stated out of all the veterans he has worked with, all but one was approved because that person put down the remodeling was "luxury" vs a disability. Eric also provided two separate estimates to give to the VA: one estimate which included shower doors and the other without shower doors. These estimates are dated on two separate dates but the price is the same for both. This was done because Eric said the VA does not approve for shower doors so he advised me to take a picture of the shower before the doors were installed showing a picture that a shower curtain was hanging. I would then send photos of the finished product to the VA along with the application and then the VA would mail me the remaining $3500 to pay the finance company. The whole process was wrong, but I was following the instructions given by Eric which is costing me $7,000 more than what he guaranteed me. As a retiree and disabled veteran, I cannot afford a $7,000 error.

  Business Response

  Date: 11/29/2022

  We have heard ******************'s concerns and responded accordingly. We have addressed the necessary issues internally. Our Director of Customer Service has personally worked with ****************** to find a solution with his financial concerns. At West Shore Home we pride ourselves on our integrity and we will always do what is right. The solutions we have put in place for ****************** have ensured he is 100% satisfied with the outcome. We would also like to extend the utmost gratitude for *******************'s service to our country! 

• Initial Complaint

  Date:11/13/2022

  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.

  I purchased a tub-to-tub replacement from WestShore Home on 9/16/22. The one-day installation took place on 10/6/22. I noticed the installers placed my new tub out of the box on the concrete driveway (leaning on their truck) for no apparent reason?! I was appalled to say the least because there’s written instructions in my work order to ‘not lay any materials that will be going into house on the ground’. Also the obvious reason that damages could occur! After they left, I did further inspection and noticed the entire caulk job was carelessly applied and missing in required places. It was apparent the job was rushed to meet the daily goal! The look resembled something applied by a toddler! I requested correction for full caulk replacement on or about 10/7/22. Management arrived on 10/21/22 which was another day taken from my job for their inspection. The same manager arrived on 10/31/22 to make repairs. I noticed he got into my new and freshly cleaned tub with his filthy cowboy boots on. I observed him receiving and making numerous calls and going outside a lot. I also heard him say on numerous occasions that he had to do a full caulk replacement. I took this to mean that he was frustrated and he asked me on several occasions who did my install. After spending the majority of my work day here (mostly on the phone) he told me he had to leave! Even though it was obvious he was also in a hurry and didn’t address all the caulk issues. Upon me signing off that he came, he notated ‘the customer was unhappy with caulk job’ and that I had to schedule yet another appointment. I would give the company an F for the job merely due to the caulk job and lack of professionalism and concern. Also, he didn’t even arrive with proper materials as I had to loan him my caulk finishing tool and it peals off very easy. This means it will fail quickly! It is all about appearances, eliminating chances of mold and that I spent $13,661 for a professional 1-day install as advertised.

  Business Response

  Date: 11/21/2022

  We sincerely apologize to ************ for her experience. Our General Manager has personally spoken with her to assure her we will address the caulking issues at a time that works best for her. We have also addressed the issues with our personnel internally. At West Shore Home we pride ourselves on the experience we provide our customers. ************ did not receive the West Shore Home experience and we will make sure we go above and beyond for her to rectify that.  

  Customer Answer

  Date: 12/02/2022

  [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:11/11/2022

  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.

  Westshore Homes completed an installation on Nov. 4th. 2022. Prior to the installation, I met with the Charlotte rep and told him I saw the special on TV with 24 months deferred payments. He stated they were running that option and I told him that is what grabbed my attention and we proceeded with a quote. He told me that once the deferred time was up, I would may payments of $218 for 130 months. The day after they completed the install, I receive a bill that is due in Dec. 2022. I called the ************* and they said to call West Shore Homes, because they set it up that way. I couldn't believe I was bamboozled by West Shore Homes company. They falsely advertised something but set me up with immediate payments. I called the local sales rep, ***** and he has amnesia about what we discussed on this TV advertisement of 24 months deferred. I feel I was scammed and setup. I am contacting legal representation for signing an agreement under false pretenses.

  Business Response

  Date: 11/17/2022

  *************'s statements are not accurate. ************ was declined by multiple lenders for a loan. She was able to get approved by two of the lenders we can offer to a customer with limited options. Each loan plan was clearly explained to her and she selected the loan terms she felt would work best for her. Our Design Consultant left paperwork with ************ that also clearly outlined the loan terms she selected. In addition to that the lender she selected called her to confirm the terms she selected before processing the loan application. At West Shore Home we pride ourselves on our integrity and we would never mislead a customer to get a loan approved. 

• Initial Complaint

  Date:11/11/2022

  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.

  Signed a contract with Westshore Home in September for a bathtub removal and a walk in shower install Day before install they canceled (November 8th 2022) now it’s not scheduled until December 27/28 They said it was due to the tub being cracked I am without a shower in my master bathroom for over a month and a half

  Business Response

  Date: 12/02/2022

  We sincerely apologize to ******************. Her tub was damaged during shipping from the manufacturer. We are doing everything possible to expedite getting a new one but it is a custom made product. That is the reason for the delay. If we are able to get her tub made and shipped earlier we will mover her installation date up. 

  Customer Answer

  Date: 12/05/2022

  [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:this was not what I was told when I got the call stating my tub would not be installed on the day scheduled I was told the tub cracked while they were doing an inspection of the tub.  Additionally I was not made aware of this issue  until the day before the tub install I had taken time off work and also had my old shower ripped out so I am now left without a shower in my bathroom over the holidays 

  saying sorry isn't good enough in this case I ask for compensation due to the hardship this has out on my family and ask that this company revamp their policies regarding scheduling and installing 

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

• Initial Complaint

  Date:11/08/2022

  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.

  Got a new bathroom installed. First they forgot to hook up a pipe to the drain, it flooded my laundry room in our finished basement, ruined my dryer. They sent us 500 for that to be fixed and sent workers to fix the pipe. They were supposed to come fix our flooring twice already and we were canceled on. They're supposed to come this Friday 11/11/22 told us they would send us another 500 check for loss wages on needing to be home from work since they have no more weekend availability. I called today told them we are not staying home if they don't hold up their end of their bargain. For the money we spent on that bathroom this damage never should of happened in the first place. They're trained experts so we were told, so why would they not check their work in the first place or they would of known they forgot to hook up a drain pipe, then my basement wouldn't of flooded. I'm tired of the run around with them and regret ever using this business. The bathroom was done in July and we are now in November with lifted flooring still. In the attached pictures you will see where it wasn't connected, the wet flooring I cleaned up and the soaked drywall.

  Business Response

  Date: 11/21/2022

  At West Shore Home we have issues arise with less than 1% of our projects. We take great pride in our workmanship. When a issue does arise we will always stand by our customers and make sure we resolve them. We have addressed the issue the ********* have mentioned and they have expressed they are 100% satisfied with the outcome.