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

  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:09/08/2023

  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.

  Hired West Shore homes for tub to shower conversion. They said one day to do it. Started job on 8/30 after I spoke with their DC on 8/27 about work order errors to be corrected. Was told they’d correct & send out another work order by email. Which wasn’t done causing the 8/30 install ended up halted do to inaccurate product & information on the work order. It’s been a week an a half and still no installation date! They aren’t even trying to call me to make things right. I’m the only one doing the calling. Other than the finance company.

  Business Response

  Date: 09/20/2023

  We sincerely apologize to **************** for her frustration. Our General Manager personally took ownership and we have resolved all issues to her satisfaction. 

• Initial Complaint

  Date:09/08/2023

  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.

  Not receiving a response to several messages and emails after **************** stated he will get back to me after the replacement install to discuss compensation for my wife and I inconvenience.

  Business Response

  Date: 10/05/2023

  We sincerely apologize to ****************** for the breakdown in communication. This rests squarely on the shoulders of West Shore Home. We own it and we sincerely apologize. Our General Manager immediately reestablished communication with ****************** and we have resolved all issues so that he is completely satisfied with the outcome. At West Shore Home we are not perfect, but we will always stand by our customers and do the right thing. 

• Initial Complaint

  Date:08/30/2023

  Type:Customer Service 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.

  Sales man did not leave a business card after visiting on a Friday afternoon and giving us a quote for a bathroom conversion from bathtub to walk-ing shower. He said he will email me the quote over the weekend as the "promotion" I was receiving was over on Sunday August 20th. Over the weekend I did not get any email and I could not contact anyone as he did not leave a card. On Monday I called to the company to say that we were interested and never received the quote. Salesman sends the quote on Monday August 21st and we set up an appointment for Thursday August 24th to seal the deal. When the salesman comes on Thursday August 24th our quote was $1,000 higher than the quote we received on Monday August 21st. When we said it was not our fault he could not spell correctly my email and send the information within time, he said that he could not help. Then, he bullies us and asks if we would like to proceed with the paperwork. My husband has a chronic condition and this bathroom remodel is a medical necessity. To avoid creating a hostile environment for my husband, we moved forward, but I called and I filed a complaint to the company on Friday August 25th. Everyone who I spoke to seemed ashamed of the situation and apologetic but so far the sales manager has never called or contacted me. Everyone I spoke felt that this can be fixed by granting us the original price for the remodel since it was not our fault. I was given the salesman manager phone number and there is no way to talk to him or leave a message. I was told in three days I will hear something. It is Wednesday night and I really think I should not be the one reaching out to fix a terrible situation that I did not cause. Not leaving a business card and spelling the email wrong are mistakes on their end not ours and we should not have to be spending time on this.

  Business Response

  Date: 09/13/2023

  We apologize to ****************** for the breakdown in communication. Her frustration is understandable. At West Shore Home we always do the right thing and we have done so for ******************. We have agreed to move forward with her project for the original price quoted to her. We are excited to provide her with a new bathroom of her dreams! 

  Customer Answer

  Date: 09/13/2023

  [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.  It would have been better that the branch in Atlanta responded to my complaint before I had to reach out to this point, but I am glad at the end and after some effort they finally chose to do the right thing.
  
  Regards,
  
  *************************
  
  

• Initial Complaint

  Date:08/28/2023

  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.

  West Shore Home Tampa began a 1 day install that included a door and storm door. The delivery and install included a door lock and hardware. The first install date was August 9th. The door did not lock by key so we could never use the keys to lock or unlock door from the outside, the storm door was never installed although they had it delivered with the entry door. We paid over 14,000 for this door. On August 17th, they were supposed to be herein the morning. It was the day after my husbands heart surgery and he was in the ICU. I came home for the install and after having to call Westshore Hone, I was told their tech was running at least 2 hours behind. I had to reschedule. I was supposed to be contacted by management to resolve the ongoing issues. I never received a call. I asked to be given the phone number of their corporate headquarters to get the issue escalated, and was refused. Today August 28th the tech came back out and tells me he can’t install the door because it won’t fit. They have to send a manager out who happens to be at a company meeting while the state of Florida is getting hit in the next 18-24 hours with a major hurricane. This has been one problem after another. They have let me down, did not deliver on their one day installation, and I believe my disappointment with this company will also warrant a bad review. I would like this taken care of once and for all. I also believe a significant refund of at least 10% is due. And the door I ordered is not the same door I received and believe I did not get what I paid for.

  Business Response

  Date: 09/11/2023

  We sincerely apologize to ************** for the issue with her storm door and handle. We were not able to install the storm door on the same day we installed her entry door due to county inspection requirements. We have ordered a new handle set for her entry door. Once we receive and install the handle set we will then be able install the storm door. Our General Manager and Director of Installation are personally owning ************** situation and we will ensure she is 100% satisfied once everything is completed.

  Customer Answer

  Date: 09/12/2023

  [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 it does not do anything to resolve the situation. 
  1.  The door was installed but the door cannot be unlocked from the outside. Nor can it be locked from the outside.   
  2.  They were aware of this issue on the day of installation but never ordered a core replacement  They waited until the installer came out a second time only to tell me the core needed to be ordered. I believe if the order dates were compared, you would see the notify date and order date do not match. 
  3.  When the installer came out the 3rd time he said the opening was not measured properly and it would not be installed that day. 
  4.  They guarantee the customer to be satisfied. Yet they don’t address that at all in their response. 
  5.  They also guarantee installations in 1 day. Yet it isn’t done. It has been 1 month. 
  
  Regards,
  
  ***********************
  

  Customer Answer

  Date: 10/11/2023

  I received a phone call from West Shore home on September27th stating that they wanted to schedule the rest of the install of our order. The date was for today October 11th. They never showed nor called. When I called back to find out what the problem was this time they said they didnt have us scheduled for a delivery. I said I had received a call for which I saved the data from the call. When I told the person who I spoke to that we were to be on the schedule today and he said there was nothing scheduled and he only received my account today. Then I asked to speak to a manager and he told me the person was on his way to the office and he would call me. He didn't. I received a call from the lady who originally called me on September out of the blue just telling me I misunderstood what she said and she did not make an appointment for which she most certainly did. She all but call me a liar and threatened to pull the recording from that day and I told her that is great because it would prove who is lying. I also told her I wanted her to come get her door and bring me a check for 14000 and bring me back my old door and reinstall it.  I am not satisfied, not even 50 percent. 

  Business Response

  Date: 10/20/2023

  We have resolved all of **************** issues to her satisfaction. ************** has requested a different color of storm door than the one she ordered and we have agreed to do this for her as a courtesy for her frustrations. Even though ************** had some issues with the locks on her entry door we stood by her as our customer and she is now a completely happy West Shore Home customer. 

  Customer Answer

  Date: 10/23/2023

  [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 have not received the new door.  I have not received the core lock so I believe that the business has not resolved my complaint.
  
  Regards,
  ***********************
  

  Customer Answer

  Date: 12/07/2023

  Please close this case/complaint. Mutual resolution reached. Thank you, ***********************

• Initial Complaint

  Date:08/25/2023

  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.

  I hired West Shore Homes to renovate my master bathroom shower. The installation was scheduled to take 1-2 days to complete. The original installation date in March 2023 had to be rescheduled morning of because too many installers called in sick. The next install date was scheduled for March 31, 2023. The renovation was not completed that day and was a disaster. Since that date, West Shore installers, service techs and install manager has been to my home 7 additional times and I’m still having issues. I have pictures, text conversations, West Shores has many recorded calls where I’ve had to follow up, question how all issues will be resolved, ask to be referred to regional managers (only had gotten to speak with install manager), I have begged for them to make this job right. And…..still it’s not. Even though job has been not been completed, they turned the job cost over to the financing company and I’ve been having to make payments on a job that’s not been properly completed. I’ve had to take time off from work to be here to meet them and be onsite during construction. Oh and…..they have now uninstalled and reinstalled the shower twice. Today, while painter was here, we had to spend time cutting out silicon caulk from around shower edges because the installer used caulking that can’t be painted. ??. So, when paint is brushed on it pulls back. I’ve had to pay a trim installer to fix trim that was ruined by West Shore, now having to pay painter extra to cut out bad caulk, recaulk, sand and fix West Shore bad caulking, and I’ve had to be away from work 7 different times over 5 months! I need assistance with getting help from West Shore senior management to make this right. I’ve been extremely patient but at this point I now want to be reimbursed for their unsatisfactory work, the stress and inconvenience of not being able to use the shower, money I’ve had to pay other workers to fix what they’ve messed up and for my time away from work. Thank you.

  Business Response

  Date: 09/11/2023

  We sincerely apologize to ****************. Her experience was not the one we strive to provide all West Shore Home customers. Our General Manager and Director of Installation personally took ownership of her situation and we have resolved all of her issues. Because ******************** situation is so rare, happening on less that 1% of West Shore Home projects, We wanted to show **************** just how important she is as a customer. We provided her quite a few upgrades to her project free of charge. 

  Customer Answer

  Date: 09/12/2023

  I would like for West Shore Homes to provide a written list what they plan to provide to me free of charge prior to me accepting anything.  I would like to see a $$ figure of what these upgrades are to my bottom line.  All the project issues have not been completed as of yet so I shouldnt be asked to agree to any type of settlement until Im satisfied with the job Im paying for.  Thank you.   

  Customer Answer

  Date: 09/14/2023

  Complaint: ********

  I am rejecting this response because:
  
  9/14/2023
  After meeting with another install manager today, negotiation for compensation for all of my time away from work to meet installers/ managers (at least 8 times now and 3 of those times were full days away from the office), inconvenience of being without a shower for 6 months, cost of having to have wallpaper removed, mudding/sanding of walls and paint because of damages during installs must take place.  The meeting today boiled down to two options, living with the shower the way it is and being dissatisfied with a $16,000.00 renovation or allowing you to try to fix one more time by tearing out a shower wall to fix the raw trim piece.  The 2nd option will cause more damage to the divider wall between shower and tub, recaulking, additional wall trim repair and mudding/sanding/paint on wall and ceiling.  And…..this doesn’t even address the caulking around shower shelves (all 4, top and bottom) turning orange and the water has not been turned on in the shower at all.  Install manager had no solution for this!  I’m very disappointed and regardless of which option I decide to take, I feel as though considerable  compensation for a very poorly executed shower renovation should be offered to me and my family.  
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:08/24/2023

  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.

  On 07/01/2023, my fiancé signed a contract with West Shore Home to get a shower remodel done. The cost of the project is around $12,791. They came to our condo on 08/07/2023 to complete the shower remodel. They were unable to find the water shut off valve for our unit so they left. This gave us time to attempt finding out how to get the water shut off to our unit. After some time, we had trouble getting the information we needed to get our water shut off. After this time, we decided that we did not want to do a full shower remodel so we wanted to cancel. When speaking with West Shore Home about cancelling, we were told that there is a fee to cancel a project which is 35% of the total cost of the project. Which means we have to pay $4,476.85 to cancel the project. This detail of the contract was not said to us while we were signing the paperwork. We don't believe that it cost this much money for the cost of materials for this project. Also, there was no labor put into this project. This is a quote from the contract cancellation section. "Late Cancellation Customer understands that Customer has 3 business days to cancel this Agreement. Customer agrees that if Customer wants to cancel this Agreement after those 3 days, Contractor does not have to allow that. Customer agrees that if Contractor does allow cancellation, that Customer will have to pay to Contractor a late cancellation fee equal to 35% of the purchase price or actual incurred costs, whichever is greater, in order to cover Contractor's labor, administrative, and material costs. In the event of late cancellation, Customer authorizes Contractor to charge the late cancellation fee to the credit card provided on Customer’s Credit Card Authorization Form. In the event Customer obtained financing for the work, Customer authorizes Contractor to seek payment from the financing company to pay the late cancellation fee." Please help us with this situation.

  Business Response

  Date: 09/22/2023

  While we understand ****************** frustration our contract language could not be more clear on this matter. We are charging the exact amount of the cost we incurred to manufacture her custom materials for her project. We would absolutely prefer not to charge the cancellation fee and install her custom designed shower should ************** decide to move forward. 

• Initial Complaint

  Date:08/18/2023

  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.

  Contracted for step in shower with seat to accommodate mobility issues with family member . Seat was motivating reason for contract which was made clear to salespeople. Installation crew installed shower but did not have correct seat so shower lacks a seat and is not effective for reason it was purchased. Numerous calls to company has not been returned with any confirmation when issue will be resolved. The company has cashed the check. The sales pitch created the impression the company was proactive to resolve and respond to customer issues . This has not been my experience.

  Business Response

  Date: 09/04/2023

  We would like to thank ****************** for taking the time to express his concerns. When a West Shore Home customer has an issue we will always stand by them to make sure they are 100% satisfied. We have installed his fold down seat and installed additional grab bars as a courtesy. At West Shore Home the most important thing is giving our customers a great experience and ****************** could not be happier with his new shower.

• Initial Complaint

  Date:08/06/2023

  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.

  Had West Shore Home come to do tub to shower job. The installer did an great job on install however after waiting the 24 hrs to use new shower, was totally disappointed. The shower base was so slick that myself and my husband were scared of falling. We are both in our 70s with both having total knee replacements. I called service dept. about this and their solution was put down a shower mat. This is unacceptable for the price paid and was also told my sales person that the base was non slip. On second call to service, they said they would send out service guy to paint some kind of stuff on shower base. The service guy came, a very nice young man, a said he did not recommend using that product, that the company would not guarantee it or replace it if the started coming off or yellowed. He suggested cleaning base with vinegar water to remove cleaner that was used to wipe down after install which I did. He also asked if sales person showed us the different show bases that were available, which he did not do. After cleaning with the vinegar water, the shower base is still too slick. I feel like West Shore Home did not do their job in giving options for shower base and misled us on the shower base that was installed. Please help with this problem.

  Business Response

  Date: 08/14/2023

  Upon learning ****************** wasn't happy with her shower base we offered the following options as a solution and free of charge. Installation of our anti slip kit option (we set proper expectations about wear and tear), extra grab bars as a customer courtesy, and she could pick out any bath mat online that we would pay for and install. ****************** refused the slip kit and told our service tech she was going to purchase her own bath mat. We will again reach out to ****************** and offer her the options that are available to her.  

  Customer Answer

  Date: 08/14/2023

  [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: This,to me, is an unacceptable solution to the problem. Ask stated earlier, the price paid for tub to shower conversion should have a non slip shower pan.  The solutions they are offering are only a band-aid to the problem of the slick shower pan. I know of other customers of theirs that have non slip shower pans in the conversions so I don't understand why that option is not available to me.
  
  Regards,
  
  *****************************, to 
  s
  
  

  Customer Answer

  Date: 09/05/2023

  in reference to West Shore Home complaint, I an happy to report that the problem has been resoled to my complete satisfaction and in a very timely manner..They went above and beyond in taking care of the problem  Because of their attention of taking care of the problem, i will highly recommend them.  Their service and installers were very prompt and courteous and did a great job on the repair.  No other action is required.

• Initial Complaint

  Date:08/02/2023

  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 taking care of my sick sister. I had the business come talk to me about a walk-in shower in march of 2023. my sister passed away April 9th, 2023. I called the business on April 10th, 2023. The day after my sister passed away to tell them I didn't need the shower because my sister passed away. They insist I had to get the shower. I also told them to hold off because I was looking into a program that was going to help me get in a walk-in shower for free if I qualify for it. But West Shore Homes told me I had no choose and I had to get it done through them because they had already brought the materials. I never told them to get the materials. They have been to my house 4 times to fix the shower. The first time it was install the back wall had came off from the foundation. The second times they sent a young man to fix the back wall and he put glue all over the back wall and the the caulking wasn't smooth. Also water was coming out the shower door and on to the floor. The third time they sent another young man to fix the mistake off the other man. He told me that back wall had came off again and the wall where the shower head and where you turn the water off and on at had came off also. And today they sent other man out and he is currently working on it now. I had thought I was dealing with West Shore Homes. But there is a third party I wasn't aware about called *************. ************* sent me a letter saying I owe them $11,858 for the total price of the shower. I thought I was dealing with West Shore Homes Only. They said this wasn't the right price and it going to be more because they are charging me interest everyday. I'm a senior and disable and I cant afford this. I need help. The shower still is not fixed right and today they are working on it for the 4th time and i don't know if it going to right after this. Please help me.

  Business Response

  Date: 08/10/2023

  We sincerely apologize to ****************** for her frustrations and issues. At West Shore Home we have issues arise with less than 1% of our projects. When issues do arise we take great pride in standing by our customers in their time of need and ensuring they are 100% satisfied with the outcome. We have worked diligently with ****************** and resolved all of her issues to her satisfaction. 

  Customer Answer

  Date: 08/29/2023

  West Shore Home has been to my home 4 times and the job isn't done yet this makes the fifth time the wall has come from the foundation. West Shore Home has been paid by ****** ****** for the job, I wasn't a wear at the time that a third party wear involved. I'm a disable senior with a set income, now this third-party ****** ****** is sending me letters for $ 11,858.50 for a job that's not done. The last time West Shore Home was at my house was August 2, 2023 which made the fourth time they work on my shower, and the wall has come from the foundation again' I called West Shore Home, no-one answer I left a message for some-one to please call me . Still nothing, I'm still getting letters from ****** ****** for payment . I'm afraid these people will try to take my home. PLEASE HELP. The shower is still off the foundation I don't know to do, what should have taken one day turns out to be a couple of months. I've tried to get InTouch the news peoples, but no luck, I've also wrote to BBB before, and no word back from them as well. PLEASE HELP. Worried Disable Senior living on a pension. My name is ***** ******* my phone number is###-###-#### PLEASE CALL ME.I have all the letters from ****** ****** wanting money from me for a job that's not done. Please help I've tried to get InTouch with the News peoples, no success. Please help me to get InTouch with 5on your side please. I not good with computers so I don't know to down or upload documents, but I do have the letters requesting payments.
  
  Desired Resolution:
  Finish the Job

  Business Response

  Date: 09/11/2023

  We sincerely apologize to *** ******* as her experience is not the one we strive hard to provide all of our customers. At West Shore Home we have issues arise with less than 1% of our projects. When an issue does arise we will always own it and stand by our customer until they are completely happy with their experience. Our General Manager is personally overseeing *** ********s issue and she is our top priority. 

• Initial Complaint

  Date:08/01/2023

  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.

  We contracted with West Shore Home to remove and replace a bathtub/shower combination in a bathroom on the second floor. In the process, our downstairs bathroom first had a lot of sawdust on our downstairs toilet. Then a slow dripping leak has been coming through the exhaust fan ever since they were here. There was no leak in this area before, however, West Shore is denying they caused the issue. They are refusing to take responsibility.

  Business Response

  Date: 08/14/2023

  After receiving the initial complaint from the customer we reached out to schedule a service appointment to assess the source of the leak, and both appointments were completed on 8/1/23 and 8/2/23 respectively. After testing the shower unit in the home, it was discovered that there was no apparent link between the installation of West Shore Home's product and the leak. The customer requested that we not open up their ceiling for further inspection. As such there was no evidence that the installation of the shower was leading to the leak. West Shore Home has scheduled a follow up service appointment to replace their toilet paper holder as requested (scheduled 8/16/23,) and we have reached out to the customer today in order to determine if further action is required regarding the issue. 

  Customer Answer

  Date: 08/15/2023

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