Complaints

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

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

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  West Shore Home, LLC

  3 Crossgate Dr Hampden Township, PA 17050-2459

  
• 

  West Shore Home

  1203 N New Hope Rd Raleigh, NC 27610-1413

  
• 

  West Shore Home

  9414 Highway 62 Charlestown, IN 47111

  
• 

  West Shore Home, LLC

  3405 Merchant Ct Wilmington, NC 28405-2149

  
• 

  West Shore Home, LLC

  1210 Scholastic Way Chesapeake, VA 23323

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/26/2023

  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.

  My windows and sliding patio door were originally installed January 2004 by ********* Windows. West Shore took over the company and the warranty. They have done other repair work on these windows. 2 parts on the side of one of my windows are broken and the window will not stay open. I called West Shore to have them repair the window. They stated I had to file a claim to ****** as West Shore does not carry the parts. I 've not had to this in the past. I did file the claim with ****** and they denied it. I contacted West Shore and was told to file the claim again. ****** denied it again stating the information they were given showed the window and parts were not Alside. I contacted West Shore yet again and they said they did not have my original invoice, therefore they did not have information about the parts. They told me to file another claim with ****** and gave me some measurements and dimensions to try. Again ****** denied the claim. I asked how this was going to be resolved and they were unsure. I asked if they were going to install a new window and was told that would not happen. Meanwhile I have a window under lifetime warranty that is still broken and no one seems to be able to repair it

  Business Response

  Date: 11/03/2023

  While we understand ******************** frustration this is not a warranty issue with West Shore Home. **************** did not purchase her windows from us, nor did we install them. We have also never had a partnership with ******* as a manufacturer. Any warranty she would have on her windows would be through the manufacturer, *******. Even though she is not our customer we have genuinely tried to help **************** and we will continue to offer any assistance we can. We again apologize that ******* had decided not to honor their warranties. 

  Customer Answer

  Date: 11/06/2023

  [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: *******' Windows changed their name to West Shores Homes   Since they changed their name they have honored their warranty many times. This occasion they told me they did not carry the parts for the windows anymore and I have to file a claim with the manufacturer, *******. I am now filing a complaint with Consumer Protection 

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

• Initial Complaint

  Date:10/26/2023

  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.

  They keep making an appointment to have canceled twice on so I don’t like unprofessional I keep getting so waste of my time to keep having to make appointments so will not do it again

  Business Response

  Date: 11/21/2023

  We apologize to ************ for having to reschedule his design consultation. We would also like to thank him for allowing us into his home to show him all of our design options. 

  Customer Answer

  Date: 11/22/2023

  [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:10/16/2023

  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.

  On 10/10/23 I had a Westshore rep come to our house to discuss new doors. I agreed to have (3) doors total installed at the cost of $10K plus. After discussing recent financial issues with my significant other, I called on 10/16/23 to cancel or possibly postpone the job (since I was told the price quote was good for 1 year.) I was called back by a sales manager & told they would charge me a 35% cancellation fee because I was past the cancellation period! It's only been 6 days! I was never told about a cancellation period or fees. The company rep has the contract on his tablet & only highlights the parts they want you to focus on. I had my bathrooms done years ago & did not have an issue. Best believe they will NEVER get my business again. They practice predatory sales tactics. A cancellation fee after 6 days time is insane & unreasonable. I will be looking into the legalities of this fee.

  Business Response

  Date: 11/03/2023

  We have heard ******************** concern and responded in true West Shore Home fashion. Our Director of Customer Service personally reached out to **************** to discuss any issues and **************** has decided to move forward with his project. We are excited to install the best entry doors in the industry with the best warranties in the industry for ***************** 

• Initial Complaint

  Date:10/13/2023

  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.

  Sept.2022, we had a walk in shower put in, we started getting black spots on the causing, I called but never received a call back I even called jacksonville fl. Then I called the loan office they said to keep calling the Ocala office, I received a promotion text I test back telling them my problem, they never text back just kept sending me advertisements, I send another text a lady by the name of ******* ********, text said they had been calling & texting me but never reached me UNTIL NOW AFTER MY WARRENT RUN OUT ,, NOW THEY WANT TO CHARGE ME OVER A HUNDRED DOLLARS TO COME. Plus charge over a hundred dollars an hour to work on it. After the first hour. I am going to have to get this taken care as my husband is in his last stage of COPD ,, PLEASE HELP US

  Business Response

  Date: 10/17/2023

  Even though ************************ warranty has expired, and we have no record of him calling us, we have decided to stand by our customer and perform this service as a courtesy to him. 

• Initial Complaint

  Date:10/11/2023

  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.

  Showed master shower to West Shore rep & wanted it duplicated in guest bath. After all West Shore installed the master bath! The shower pan is not the same in guest bath. Have talked to West Shore multiple times and last contact with them was told Id have to pay additional money for the pan I requested (which matches the master bath that I showed them). This is not a solution to installing the wrong shower pan!

  Business Response

  Date: 10/17/2023

  At West Shore Home we are always looking for ways to provide more variety and better quality to our customers. The shower pan we installed for ************** almost 4 years ago is not the same shower pan we install today. 

• Initial Complaint

  Date:10/10/2023

  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.

  My complaint is mostly based around the deceptive nature in the sales tactics used by the sales representative working my project. I had my project consultation on 7-15-23. When we were going over the cost of the project, ***** (the sales representative) gave me the impression that my project would be financed with the promotional offer: No money down, No payments, and 0% Interest for a year Yes, it is true that when we were submitting for finance options, he did state that I qualified for a different plan with lower interest. That was really the only detail he gave me. So I was under the impression that my interest rate was going to be 9% after the first year when the promotion rolled off. When we were going through the process to set up and accept the financing plan it was very rushed. He was swiping through his I-Pad very quickly having me sign and initial things. When I was getting a link sent to my phone again I was very rushed to just accept the link, initial, and sign. I took a picture of the project plan we had wrote up, and everything indicated 0% and no-payments. I had attempted to reach out several times. By phone and by email. Each time I was put on a hamster wheel unable to speak with a member of management or the finance team. I have not received responses to any of my emails. One time I was given a fake email address to forward my complaint to.I did speak to a ****** via phone -and she stated she was going to get in contact with a manager or finance person to reach out to me. Instead, I received a call back from ***** the very source of the issue. The only he would say is that he told me all the terms of the offer I qualified for. When I asked him why we would not have updated the project plan to reflect the new numbers he just repeated that he told me about the low monthly plan. Yes, although we reviewed a monthly payment amount and interest rate I was under the assumption that all that started after a year promo

  Business Response

  Date: 11/16/2023

  We apologize to **************** for any confusion in his financing terms. **************** agreed to and signed for loan terms with a third-party lender. Both West Shore Home and the third-party lender have been in constant communication with **************** to explain any misunderstanding in his financing terms. **************** did not qualify for a no interest, no payment loan and that is why he agreed to the loan terms he currently has. 

• Initial Complaint

  Date:10/02/2023

  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.

  On September 28, 2023, two employees from West Shore Homes installed an exterior door as scheduled. During the process of installing the door, there was damage to the interior wall behind the door. Apparently one of the employees opened the door too forcefully and the door knob made a hole in the drywall. They covered it with spackle and told me it would be okay. The next morning the spackle was cracked and the hole was visible. I had not used the door. I am disabled and live alone. I called the customer service line and left a message but I have not heard from them. I had suggested that they take some amount off of my bill or to send someone to come and fix the problem correctly. I am not able to fix the wall myself and I do not want to spend more money to pay someone else to fix the problem that they created. I am frustrated because I felt like they do not want to make it right. I had planned to use them again to replace another door but I will be using another company. The commercials on television say they will take care of their customers but it did not happen in my case.

  Business Response

  Date: 10/17/2023

  We sincerely apologize to **************** for the breakdown in communication. At West Shore Home we always stand by our customers to ensure they have  a great experience. We are more than happy to repair any drywall damage for ****************.

• Initial Complaint

  Date:09/29/2023

  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 was not told by salesman my finance charges would be accrued from time I signed my first contract untill my first bill after my windows are installed. I recieved my first bill unknowing there is a $500 + finance charge already on it !!! Redicklous.If i had known that I would of paid the bill! Plus I still have a cracked window the crew installed.It broke on the truck and they installed it anyways and that was months ago. They told me the window arrived at the warehouse in in July and it's September now. Last week on Sep 22 on my 2nd order of sliding glass doors & windows they were installing my last sliding door. My daughter and her one year old and her 2 other small children were at my home I was at work. They had to cut the tile out. Apparently whatever v er they use to shield the DUST WAS ON THE TRUCK THE WORKERS HAD TO GO BACK TO TAMPA TO GET A FORGOTTEN ITEM. TILE DUST IS ALL OVER MY HOUSE FLORIDA ROOM . I SOENT 8 HOURS AFTER THEY LEFT CLEANING UP DUST TO MAKE MY PLACE LIVEABLE MOPPING WIPING WASHING VACCUME FURNITURE ETC. MY AC FILTERS THAT WERE CHANGED 2 DAYS PRYOR WERE COATED WITH TILE DUST.THIS IS INEXCUSABLE. I CALLED Thursday morning to speak to a manager the employee said the manager would call me.That employee said he was not comfortable giving me his last name??? Wtheck well here it is Friday nite no manager has called me as of yet! I would like a refund of the finance charges that I was charged before any work was even done. Compensation for the 8 hours and plus I had to clean up the tile dust mess after I worked all day. 

  Business Response

  Date: 10/20/2023

  We sincerely apologize to ****************** for the frustration. We have diligently worked with her and resolved all issues. Her installation is perfect and inspection has been passed. Our General Manager is continuing to work with ****************** to address the issue with dust, and to help in any way he can with questions regarding financing. West Shore Home we have issues arise with less than 1% of our projects. When an issue does arise it becomes our top priority and we stand by our customer until they are completely satisfied.

• Initial Complaint

  Date:09/25/2023

  Type:Customer Service 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.

  9/18/23- Westshore homes came out to remodel by shower and bath. I was told by **** that they would wrap my tub. I was told by the contractor that it wasn't on this work order. Now they are saying they can't wrap the tub when the contractor that was there said that they can do it. I paid 13,800.00 for just my shower! If I was told upfront that they couldn't wrap the tub I wouldn't have when with they job. There was no breakdown of this price sent even though I requested it on several occasions and you still want me to pay the full price for half the work.

  Business Response

  Date: 10/10/2023

  We apologize to **************** for the breakdown in communication between the sales and installation process. We are more than happy to wrap her tub in our custom virgin acrylic so that it matches her beautiful new shower. 

  Customer Answer

  Date: 10/11/2023

  [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:
  I sent a text message to my Rep ****** on 10/6 regarding some issues I was noticing with the remodel. I told him that I would like someone in management to come out and see the issues I was having. I also sent pictures to him. As of 10/11 I still haven't heard from him regarding my text. I need these issues taken care of before they are back out to finish what was not done. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:09/19/2023

  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.

  New front door was installed 8/28/2023. Installer informed me I needed my security company to install my smart lock from old door. Scheduled my security company to arrive 9/12/2023. Security company was unable to install the smart lock due to close proximity of dead bolt lock. West Shore offered no type of resolution.

  Business Response

  Date: 10/16/2023

  We apologize to ****************** for his initial frustration with his smart lock. On 9/15 ****************** let us know that he was able to successfully install his smart lock.