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Business Profile

Baths

West Shore Home, LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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

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    Customer Complaints Summary

    • 367 total complaints in the last 3 years.
    • 170 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/05/2023

      Type:Order Issues
      Status:
      Answered
      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 had an in-home consultation for a walk-in shower to be installed in my master bathroom. I was told that the project would take 2 days maximum however upon receiving the contract after I’d requested, I then came to realize that it would take 6-10 weeks to start the project and another 6-10 weeks to complete the walk-in shower. Some additional concerns I discovered in the contract include the following: 1. The need to have a permit made available was neither discussed nor is it within reason of what I am willing or able to do. 2. I do not consent to physically preparing my property for the contracted work as I am unable to do so. 3. No contract was made available to me until several days later which caused me to not be able to exercise my right to cancel the contract without any penalty.

      Business Response

      Date: 01/17/2024

      *************'s statements are not accurate. Depending on the amount of customization within a project it could potentially take 6-10 weeks for the custom materials to be made. The vast majority of our installations are much quicker than 6-10 weeks. It would not have taken an additional 6-10 weeks as *** **** stated. Installation would have been completed in one day. That said, we never want our customers to feel pressured or have a lack of understanding about all aspects of the project. We have cancelled *** ****'s contract at his request. 

    • Initial Complaint

      Date:11/30/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 a sales person came to our house. We ordered 5 windows that open and close, and a 6ft. picture window, and a new insulated interior/exterior door. November 16th the installation crew showed up but with no big picture window. Instead they had 3 small picture windows. They were told that a big window could not be installed because it was a load bearing wall. We requested windows that open if not the window we ordered. We were never contacted and told that they made a change in windows and why. They put in the door which swings out. It is supposed to swing in so a screen door can be installed later. We were never contacted regarding the door either. I've tried to talk to west shore about this and am told I'm not going to get different windows or a door because it would cost them to much money and it's my oversight because I initialed the **** that said the product was put in. I was never allowed to read anything and still don't have any copies of anything. They are refusing to correct their mistakes. We even offered to go ahead and keep the smaller windows if they would change the door and knock a little off the price as we paid extra for the big picture window we can't get.

      Business Response

      Date: 12/18/2023

      We apologize for ******************** frustrations but his complaint requires some explanation. We are not able to install the large picture window because the wall it is to be installed in is a load bearing wall. We are required to install windows that are correct for such a wall. Our General Manager is working directly with **************** to address the door issue. Although **************** clearly purchased a door with an outswing we absolutely want to stand by our customer to ensure they are 100% satisfied. Our General Manager will continue to personally work with **************** to find an appropriate solution. 

    • Initial Complaint

      Date:11/28/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Transaction date: October 11, 2023 West Shore Home - Bathroom Initial project delayed due to being misled/misinformed by Sales Manager Request price adjustment

      Business Response

      Date: 12/18/2023

      It is true there was a delay in completing the ******** project. Once demolition was completed it was discovered there was extensive floor rot that needed to be addressed. The rot was extensive enough that it compromised the structural integrity of the installation. At West Shore Home we pride ourselves on our craftsmanship and quality. We simply could not install the ******** project until the floor rot was addressed. We have since performed a beautiful installation for the Alstons. 

      Customer Answer

      Date: 01/08/2024

      Will this complaint be posted on the BBB complaints website against West Shore Homes?

    • Initial Complaint

      Date:11/28/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 have been trying to get a call back from this company for over two weeks. Now our salesman was fired, who came out to do the estimate the first crew arrived and started building the bathroom for a handicap person that you couldnt even open the door all the way they proceeded with the work all day, realizing the bathroom door wouldnt open fully without contacting anyone. I had to call supervisor they came out the next day to fix it and my question is why wasnt this done the It became a two day Install. Anyone with any experience couldve seen this was a problem the first day and shouldve called someone to come out and take a look. I believe we were taken advantage of because my father passed away and we were quoted extremely high prices of $13,000 just to replace a tub I would Go with another company I dont feel this job is worth the money.

      Business Response

      Date: 11/30/2023

      We apologize for the frustrations ******************** experienced because his project ran into a second day. There was a high degree of customization with his project and we felt the extra time was needed to ensure perfect craftsmanship. With ********************** permission his project did extend into a second day, but it turned out absolutely perfect.

    • Initial Complaint

      Date:11/27/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 called me. I did not call them. Very high pressure, aggressive sales tactics. Said no at least 5 different times. Persisted. Left house but came back minutes later. Eventually caved and signed contract on October 20, 2023. I was not provided with a copy of the contract I signed. Sent telegram within 3 business days (October 23, 2023) to cancel contract but they refused to honor. Trying to extort a 35% cancellation fee from me when legally I did notify them of my intent to cancel. I did verify with American Telegram that the telegram was delivered on October 23rd, but West Shore Home claims that it was not received until October 26th. I am a senior citizen and I sincerely feel that I am being preyed upon by very unscrupulous people.

      Business Response

      Date: 11/30/2023

      We apologize for ************************ frustrations. There was a delay in receiving her telegram but we have cancelled her project with absolutely not penalties. 

      Customer Answer

      Date: 12/05/2023

      [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:11/25/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      At the beginning of the project, the crew arrived to our home unprepared which resulted in a delay. On the day of the first installation we were promised a call from the manager due to the condition of the materials that had arrived yet to this day we've yet to be contacted about it. When I followed up on this, the manager had no idea what I was referencing. After the initial installation, West Shore delayed scheduling the return visit to replace the installed damaged material. Once scheduled, the crew arrived without all needed materials. We requested that once everything has arrived, the work could be corrected. Inspite of the West Shore guarantee of same day service it took 3 visits over the course of several months to complete our project. However, the inconveniences and dishonesty didn't stop there! I later contacted West Shore due to the material discoloring. I was promised a call to schedule which didn't happen so I had to call back some days later to request the service visit. I was informed, "the service department must have missed it" so I resubmitted the request. It was at this service visit that we learned we'd received incorrect information at our sales appointment!! We requested a tub-to-tub installation but was informed that only a shower could be provided. When we learned that this was not true I contacted the service manager, ***, immediately about this falsely provided information. He agreed to have the sales manager contact me within 2 days. He didn't call. I called Rob again. Finally after my last call with the sales manager he informed that a new CEO was transitioning to the local office from out of state. He promised to speak with him and call me back. I have yet to receive a call from him although ample time for transition has passed. West Shore has taken advantage of us and is actively ignoring my attempts to have this resolved! *** has confirmed that our request for a tub can be completed yet West Shore management hasn't taken the steps to.

      Business Response

      Date: 12/27/2023

      We sincerely apologize to ****************** for the miscommunication in designing her project. We are not sure how an oversight like this occurs but no matter the reason at West Shore Home we will always stand by our customers. We have ****************** scheduled to remove her shower and install a newly designed bathtub project. We will stand by ****************** until she is 100% satisfied with the outcome.


      *******************
      Director of Customer Service

      Customer Answer

      Date: 01/02/2024

      [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 considering the project is scheduled to be completed January 2024 by the installer requested by name and Westshore has promised that our wall design will not change.

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

    • Initial Complaint

      Date:11/24/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Damage occurred during installation. Installers sloppily cut wood door trim without permission, hit the trim with sledgehammer, used abrasive clearer on bathroom walls therein damaging paint, installed incorrect and much lower priced shower head vs what I paid for, sloppy work on base with the potential to cause subfloor damage from water. Ive contacted the company and salesman and am getting the run around.

      Business Response

      Date: 12/01/2023

      We sincerely apologize to ************************ for her frustrations. This is the first we have been made aware of any issues with her project and we responded in true West Shore Home fashion. Our installation manager immediately called ************************ and then personally visited her. Our Installation Manager and General Manager are personally working with ************************ and we will ensure she is 100% satisfied. At West Shore Home we have issues arise with less than 1% of our projects. When an issue does arise we will always stand by our customers. 

    • Initial Complaint

      Date:11/22/2023

      Type:Order Issues
      Status:
      Answered
      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.
      My elderly father reached out to West Shore Home to look into having a shower replaced in their home. ***************************** came to their house and gave them a quote of $3,000 to have the shower repaired. My father gave the card number to ***** and they withdrew the $3,000. They then reached back out to West Shore with ideas for additional upgrades in their shower. They quoted him an additional $4,000 for upgrades. They considered the options and told ***** they were no longer interested in the shower as it was too costly. ***** the next morning charged my elderly father's card an additional $1,074 dollars without the approval of my father. We have been able to stop the $1,074 unapproved charge and this company is refusing to refund the $3,000 deposit. This is theft from an elderly individual after the request of cancellation of the project. We are requesting the additional $3,000 be refunded and warn all those interested in doing business with this organization to be warned as it is a fraudulent scam that preys on the elderly.

      Customer Answer

      Date: 11/30/2023

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

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

      Avon, IN

                  *****

      Business Response

      Date: 12/07/2023

      While we understand ******************** concern West Shore Home already has a considerable amount of money invested in his project. **************** purchased his project from ** on 10/25/2023. All of his custom materials have already been ordered, produced, and received by us. This material is specifically custom to ******************** project. We would love nothing more than to install a beautiful new bathroom for **************** and we stand ready to do so should **************** decide to move forward. 

    • Initial Complaint

      Date:11/21/2023

      Type:Order Issues
      Status:
      Answered
      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.
      Business has been out to our home 5-6 times to try and fix shower doors in the past year. A complete shower install was completed in 2022. First repair was a leaky drain that was installed incorrectly that leaked into the crawlspace. They have been unable to keep our shower doors from sliding open after closing them the other 5 times. The shower doors are loose and a little water does splash out from the bottom. Requesting a partial refund on this install

      Business Response

      Date: 11/30/2023

      We sincerely apologize to ****************** for the frustrations with his shower door. We have stood by him as our customer and been able to resolve all his issues. 

      Customer Answer

      Date: 12/05/2023

      [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: the issue with the shower doors have not been fixed, but the BBB may close out this complaint. As of today the shower doors still are not staying closed. I will contact the company directly to schedule a conference on how we proceed. They have been unable to resolve this issue after being out here 5 times.

      Regards,

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

    • Initial Complaint

      Date:11/15/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 homes is sending my flyers in the mail. and will not remove from the list. when i contacted them about being removed i was told to email the hr department. i did that. they did not get back to me for days. i had to reach out again and threaten to contact the bbb, before they did anything. once they contacted me back they said i had to provide a picture of the flyer to be removed from the list. i do not have access to a camera phone. also the flyer did not mention anything about having to a take a picture and send it in, or anything else regarding being removed from this list.i simply want to stop receiving ads from this company and they will not take me off.

      Business Response

      Date: 11/21/2023

      We apologize to ******************** for the additional mail. These are not offers addressed specifically to ********************. They are general mailers highlighting our most recent offers and promotions. We have removed ******************** from all West Shore Home mailing lists.

      Customer Answer

      Date: 11/29/2023

      [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,

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

    West Shore Home, LLC is BBB Accredited.

    BBB accredited business seal

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