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

  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:11/21/2023

  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.

  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:

  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 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,
  
  ***********************
  

• Initial Complaint

  Date:11/13/2023

  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 Westshore come in and provide us an estimate or replacing our shower. We explained what we wanted. He said oh, yes we can provide this, we can't do the glass, but here are a few companies that we have worked with before that can come in and get it done as soon as we get our part done. It said it would be about 2 weeks and we would be able to get a schedule for install. It was over a month before install, once we did, the glass companies recommend told us they didn't know what they were talking about. Westshore said oh, yes frameless glass will work with our product. The glass companies said no. When we get glass installed, we were told oh, no you loose your warranty since someone else put in the glass. We were without a shower for 2 months and nothing Westshore told us was true. I would never recommend this company to anyone. I'd have respect for them, if they told us they couldn't provide what we wanted, instead of saying yes, yes, yes and then after install we find out all lies.

  Business Response

  Date: 01/31/2024

  ******** – **** – We sincerely apologize for any miscommunication with *** ****. We regularly have semi-frameless, custom glass enclosures installed on our shower units. *** **** thought a totally frameless shower enclosure would be installed. We own this as our oversight in explaining the difference between semi-frameless and frameless glass enclosures.

• Initial Complaint

  Date:11/11/2023

  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.

  We talk to a sales person for over two hour never did they tell us if you cancel you must do it in three day. They never told us if you do cancel we would be charge 35% of the job which is about $5000.00. Nobody ever show up at our place to do the job. They never told us that the interest would be another $14,000. They keep sending Email and letters to us in the mail. I also ask them when they would be able start they said it would be about a month call back two day later said they could start in two day we said not able to start on that day had to wait two more day we call them back and told them we want cancel all together. they total job and interest would have been about $28,000. My wife and I only live on Social Surety.

  Customer Answer

  Date: 12/14/2023

  We have not heard any thing from West Shore Home since you sent the complaint to them. It has been about 3 month since the first meeting on Mon 9/18/23. On 9/28/23 was the last time talk to or heard any thing from West Shore Home, If we here any thing else i will get back to you I wish I would have check with the B.B.B. before I ever talk to West Shore Home I would  never had any dealing with them.

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

  Business Response

  Date: 01/17/2024

  ******************** has never been a customer of West Shore Home. We have never designed anything for him, nor have we sold any projects to him.

• Initial Complaint

  Date:11/08/2023

  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 November 17, 2021, ***************************, Design Consultant from West Shore Home, came to my home to give me a free estimate for the replacement of 14 windows. On November 17, 2021, I gave the company check #*** in the amount of $5,091.00 as a down payment for the installation. The windows were installed on February 14, 2022. On February 16, 2022, I paid West Shore Home the balance of $11,880.00 with check #***. There is no account, order or tracking number indicated on the original contract with West Shore Home. The building permit number is *****************.On November 8, 2023, my cousins husband, a former independent contractor in the state of NY, visited my home to perform a few minor indoor and outdoor home repairs. He walked around my home and was shocked and appalled at the shoddy, inferior, unprofessional workmanship of the new windows which West Shore Home had installed just 1 year and 10 months ago. He told me that because my house has vinyl siding, there should be J-channel trim around all of the windows. As contractors know, vinyl siding expands and contracts which is why J-channels are used around windows to catch and divert water from leaking behind the windows and the siding. As a single female home owner who has no knowledge about window installation, I was extremely upset when he began walking around the house, showing me the windows from the outside and explaining to me how the installation was done and how it should have been done. He told me that the West Shore Home window installers had removed the existing J-channels from 10 of the 14 windows. He said that they did not re-attach the J-channels and that they used latex caulking instead to seal the window edges up to the vinyl siding. As I inspected the windows, I saw that all of the caulking was very messy and that some spaces existed between the caulking and the window edges. I also saw that the missing J-channels had created open gaps above and below the windows which was allowing water and bugs to get behind the siding and window edges. I am now extremely worried about water getting behind the windows and seeping into the walls of my home. At the time of the installation, it was imperative that West Shore Home replace the J-channels around my windows so that my home does not have any water damage or pest infestation in the future. I was offered no options during the installation of the windows and none of the installers informed me that the J-channels were being removed from my home and never replaced. The latex caulking that was used is an unacceptable alternative to the use of J-channels since the caulking has many gaps and has created a gruesome eyesore and mess around each window while leaving gaps which allow water and insects to get behind the siding. I have attached photographs of my home before the West Shore Home window installation. Those photos indeed clearly show that there were J-channels on every window of my home. I have also attached photographs of the new windows to illustrate the missing J-channels, shoddy workmanship, messy latex caulking and gaps around the windows. The warranty on my windows states that the “Service Labor Warranty shall be for 3 years from the date of original installation.” I have not contacted West Shore Home at this point in time because I just discovered the substandard workmanship and the missing J-channels. Again, I am a single woman living in my home with no knowledge about window installation. I feel that an acceptable remedy should be that West Shore Home remove the inferior latex caulking from around every window and install J-channels around every window to restore the original way that the windows were installed.*************************** ******************************** ************ ****************** Window Installer: West Shore Home ******************************************************************************************** ************ www.WestShoreHome.com

  Business Response

  Date: 11/21/2023

  As ************ states in her complaint she did not make us aware of any issues. Now that we are aware we have a less than satisfied customer we have engaged accordingly. Our General Manager, Director of Installation, and Regional Customer Service Manager are all working diligently with ************ to ensure we address any and all issues. At West Shore Home we always stand by our customers and do what is right. ************ has the best warranties in the industry and we will not rest until she is completely satisfied. 

• Initial Complaint

  Date:11/06/2023

  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.

  June, 2023 that is half the issue we never got a copy of the contract. The work that was done did not cost 12991.00. That bathroom is such a small bathroom it should have been 5k at the most. Also when they were putting in the pluming they didn't tell me that I had floor rot. I could have fallen through it was that dangerous. They could definitely see it when putting in the shower. I am 72 years old and I feel like they robbed me and probably other elderly people with that stupid commercial that is on TV. I would like a refund and the bill completely written off off or finish there job. You really need to look into this company they are getting rich off of stealing from the elderly.

  Business Response

  Date: 11/21/2023

  We would first like to genuinely thank ******************** for being part of the West Shore Home family. At West Shore Home we offer the best products and warranties on the market, and because of our one day installations there is minimal interference to your daily schedule. We understand that home remodeling projects are a big decision and can be expensive. At West Shore Home we stand by our customers no matter what to provide a value and experience that is unmatched. 

  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: 

  please see attached correspondence regarding my rejection. 
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 01/18/2024

  I received an email from them for a final inspection, what I don't get is that it has been over 6 months since the shower was put in. My kids will not let them in my house for the inspection it should have been done months ago. I have attached the email. I don't even know who they would call for the inspection. At the time the guys that put in the shower didn't even let me know I had floor rot which the could clearly see from that room. Another reason my kids will not let them in my house. This has been very frustrating and they comment are just excuses for them to steal and get away with robbing seniors. 

  Respectfully, 

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

• Initial Complaint

  Date:11/02/2023

  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.

  West Shore Home (WSH) in Mechanicsburg, PA installed ******* Windows in my house on 3/8/2023. Beginning 3/9 through 5/31 I placed phone calls and email regarding extreme condensation to the point the windows were dripping wet with air coming in. Reps came to the house only to install additional fuzzy weather stripping, which didn't fix the problem. Now with colder temps, as of 10/9 had to start wiping down the windows. WSH requested a video of the windows being wiped down to show the manufacturer the wetness is on the inside and not the outside, which was submitted on 10/24. WSH called on 11/2 to advise there is nothing that can be done since there is no seal issue as the wetness is not between the panes of glass. I should not have this issue with brand new windows costing $9,321.00. I would like to file a complaint against the installation company, WSH and the window manufacturer, ******* Windows and want the windows replaced with windows in working order.I have a the video but am unable to download and I've kept a log of dates that I've called and/or emailed along with dates reps were at the house.

  Business Response

  Date: 11/13/2023

  We sincerely apologize for ******************** frustration. We have done everything possible, including directly involving the manufacturer of her windows, to diagnose any issues that may be present. This is a topic that is scientific and has no direct answer. The windows are performing more efficiently than her previous windows as evidenced by the condensation. The glass pulls the most heat to the center and with it being one of the highest thermal ratings on the market shows the windows are extremely efficient at keeping  the interior climate stable, and the outside elements from infiltrating the house. To prove this point, we can take clear glass with no argon gas and the customer won't see condensation. That's because the glass is nowhere near as highly rated. Sometimes it's hard for people to understand it but that means the windows are working effectively.  

  Customer Answer

  Date: 11/26/2023

  Having to wipe down wet windows is not an indication of efficient windows.  I will contact West Shore Home regarding this issue when there is ice on the inside of the windows this winter.  Thank you for your assistance in this matter. 

  -*** *******

   

• Initial Complaint

  Date:10/30/2023

  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.

  Hired to install exterior door and storm door. Had 1 day guarantee on work. Door was installed. Storm was wrong size. Was told it would take two weeks for new storm door to be installed. Not the 1 day promised. It took 4 weeks for install and three calls to customer service. In that 4 weeks, west shore sent the project bill to financing without job being finished. Received a bill before door project was finished. Now have Received a second bill with INTEREST added in illegally. Door still sticks and does not close fully. This is an unfinished job. Asked for a 25% discount due to the time and inconvenience of having no storm door for an additional 4 weeks. Have Received NO discount on the $5660 cost of installation and material while West shore was in breech of contract.

  Business Response

  Date: 11/09/2023

  We certainly apologize for the delay in completing ************** installation. Her storm door arrived in an incorrect size from the manufacturer. We installed her entry door perfectly and immediately began working directly with the manufacturer to expedite the production and shipping of a new storm door for **************. We were able to significantly shorten production time of her door and it is now successfully installed. At West Shore Home our customers are like family. Even when issues arise that are beyond our control we will always stand by our customers until they are 100% satisfied. 

  Customer Answer

  Date: 11/16/2023

  [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:
  Company stated that they would stand by customer until they are 100% satisfied.  I AM NOT 100% SATISFIED. I was refunded NO money due to breech of contract and the delay incurred.  They broke the law by sending the bill to their collection/finance department several weeks before job was finished.  
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:10/28/2023

  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.

  Had a new tub installed including the surround and shower doors. The installer informed me that the shower hose was defective and they would replace. After the 24 hour wait I was able to use the tub. The following issues were discovered AND reported to Westshore on 9/28/23; Scratch in the bathtub, scratches on the wall surround, plastic in the bathroom drain that appears to be from underneath the drain, shower doors not hanging evenly, the grab bars caps are not secured and spin. I can’t get anyone to come out and check these issues. They keep telling me the shower hose is out of stock & once it’s in someone will be out. The shower slider hose in question is available at Lowes. On top of all of that Westshore was paid in full over 16,000 dollars and I can’t even get them stand by there warranty .

  Business Response

  Date: 11/09/2023

  We sincerely apologize to ************** for the issues and we are absolutely standing by her as our customer. Our General Manager has personally taken ownership of her project and all issues are being addressed. We promise that ************** will be 100% satisfied with her experience. Issues arise with less than 1% of West Shore Home projects. When they do we will always do what is right and stand by our customer. 

• Initial Complaint

  Date:10/27/2023

  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.

  Installed exterior door job *- ******. Damage paint on exterior wall next to door installed. Was told of damage, sent pictures. Ignored request to paint damage area. Electronic dead bolt lock. When order given asked that this be reinstalled. When door insinuation made was told whole in door wear lock goes not large enough. Design Consultant *************************** never mention lock may not be able to reinstalled . Door mfg was called. they acknowledged is there door. Said West Shore should call them to determine if lock could be installed Warrantee not effected Told West Shore West Shore did nothing

  Business Response

  Date: 11/08/2023

  We have heard ***********'s frustration and responded in true West Shore Home fashion. Our Director of Installation personally visited ************** and successfully installed his electronic lock. At West Shore Home we take great pride in always standing by our customers to ensure they are 100% satisfied.

  Customer Answer

  Date: 11/13/2023

  [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,
  
  *******************