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, LLC

  742 N Hall of Fame Dr Knoxville, TN 37917-6721

  
• 

  West Shore Home

  425 Franklin Gtwy SE STE 520 Marietta, GA 30067-7736

  
• 

  West Shore Home

  460 Rodi Rd Pittsburgh, PA 15235-4547

  
• 

  West Shore Home, LLC

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

  

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:08/01/2023

  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.

  May 2023 WSH installed bathtub with no payment for one year (Advertise as part of their promotion). Finance company seeks monthly payment 30 days after installation. Request WSH honor deal they offered.

  Business Response

  Date: 08/10/2023

  ************************ loan terms were agreed upon between himself and a third party lender, not West Shore Home. While we helped to facilitate the loan application we do not provide loan terms. ******************** received his loan documents from his lender more than a month before his installation providing him with more than ample time to review his loan terms and dispute any terms he did not agree with. 

  Customer Answer

  Date: 08/11/2023

  [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:
  The company's sales person stated during the process that she would get us approved with a lender and that there would be no monthly payment for a year as stipulated in their add.  She then provided us with the contract to sign again stipulating that this is a no payment for a year and that all we had to do was agree to the contract.  The document we received from the lender we did not read as we thought and agreed with the sales person that the payment would not start for a year.  Now they are saying that the loan was with a third party and they had nothing to do with it.  We did not seek out a third party to pay for the procedure, it was done by the sales person.  So we were suckered into this contract and WSH home is trying to get off the hook.  Can the BBB refer us to a lawyer to have this issue resolve.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:07/31/2023

  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.

  AppoxMay 21,2023 west shore homes agent arrived to give me and my husband a consult about putting in a shower. Because I had tried previously and my credit was not good enough. So he and my husband went over colors . I said I don’t want anything over 11,000. So my husband pick out what he liked. The agent told him the deal won’t last for the discount, I’am gonna give you. You have up to a year to decide when u want to get it done. So my husband said oh well we can finance it. So him and my husband got together and he said he would leave and check his credit. He left for about 30 minutes. Came back and said he was not approved. So he talk to me about trying to get it finance. I said ok we got a year maybe. I can put a deposit down. I gave him my debit number he withdrew 4,777.00 out my account. I told him that’s it he said well you’ll have a year when they finish the job. Then you’ll can pay the rest. I will contact your husband back in three days. That was on a Friday. Monday we did not hear back from him. About a month later. Someone call and said they want to set up an appointment to install the shower. I said not right now we not ready. They said we will give you some more time. I said we wii call you when we get the money, he said we have a year. The next month they call again. A few weeks later someone call again. I told them look. Just give me my money back. I spoke to someone and they said u only have 3 days to get your money back. It’s to late. The person that came and seen us that friday who was supposed to get back with us that Monday. Did not contact us until a month later. They said if I finance it I could get my money back. I let **** run my credit he said he will get back with me tomorrow n 15 minutes. I will let you know rate her it was approved. **** call me on July31, I returned his call he said that he need to get with me to sign some papers. I told him that I will do it. Just put my money back in my account. I try to be honest. They just don’t want to give me my money. I have not sign a contract with them. They in a hurry and could not wait until I get my money to pay for the Job. I just want my money back .

  Customer Answer

  Date: 09/06/2023

  I have not heard anything else since my last conversation. 

  Customer Answer

  Date: 09/06/2023

  This was of my credit denial letter.

  Business Response

  Date: 09/11/2023

  We apologize to **. ***** that she is frustrated however this will now be the third time she has cancelled a project with West Shore Home. Each time we have incurred considerable expense to purchase her custom materials. 

  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:
  
  They lying u think i’am gonna just put 4,777.00 on something and not wanting my work done and also, that was your second time coming out for my  Bathroom if my credit was not rejected. I would have gotten it done the first. There was no contract he said he would get back with us . You don’t just do a person any kind of way pressuring them!!

  Regards,That’s a copy of my credit denial letter 
  I will take it to the next level all I want is to get my money back. 
  My bathroom need to be done,  I don’t want make it hard for anyone I just want to done right.

• Initial Complaint

  Date:07/31/2023

  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.

  Date shower installed - 6-19-2023 As advertised the shower was installed in one day. However the safety seat that was installed was coming apart. Everyday it opened up leaving a huge gap in the seat. We did not feel comfortable sitting on the seat. Also the first time my husband used the shower he almost slipped because the floor was so slippery. We got the shower installed for our safety and this shower was anything but safe. I called West Shore and they sent out a gentleman on July 10 to fix the seat which he did. The materials needed to fix the floor were on order but had not been received yet. We now have another appointment scheduled for August 1 to fix the flooring. We paid $16,251 for this project. We have not been able to use the shower everyday due to the issues with the install. West Shore has made no offers of compensation for our inconvenience and not being able to use the shower full time. I would like to mention that all of the employees I have spoken with have been very courteous and apologetic.

  Customer Answer

  Date: 09/06/2023

  We have not heard from West Shore homes after this complaint was filed 

  Business Response

  Date: 09/11/2023

  We sincerely apologize to **************** for the issue with her seat and slippery floor. We have worked closely with **************** and resolved both issues to her satisfaction. 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 customer, do the right thing, and ensure they are satisfied with the outcome. 

  Customer Answer

  Date: 09/12/2023

  [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:07/19/2023

  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.

  A West Shore Design Consultant came to my home on 7/13/23 to give an estimate on a bathroom remodel since my daughter planned to move in with me. When he arrived, he gave an extended presentation on the project itself as well as the materials used to replace the tub. The estimate was originally for $17,119 which he got down to $13,081 with multiple discounts. I paid a down payment of 30% on the project, which amounted to $3924. I was given a folder with limited papers in it (it did NOT include a copy of the contract or refund policies). I contacted the Design Consultant on 7/17/23 to inform him my daughter was no longer moving in with me and asked for the project to be cancelled and also asked for a refund. I was told that I could cancel the project, but I had to pay a re-stocking fee of 35% of the original estimate. So instead of a refund, I will now have to pay an additional $654 on top of the $3924 deposit. I did not receive a copy of the job cancellation policy, nor was a 35% re-stocking fee discussed. The attached document was emailed to me on 7/19/23 to explain the additional amount I owe.

  Business Response

  Date: 07/24/2023

  We apologize to **************** for the frustration resulting from her daughter's change in plans. Our General Manager contacted **************** to discuss her project and at her request we have cancelled her contract with absolutely no penalties. 

  Customer Answer

  Date: 07/24/2023

  [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 West Shore stated my "frustration" was with my daughter moving out.  That is not a true statement.  I have attached an email that I sent the West Shore Design Consultant regarding my frustration with their dishonest business practices regarding refunds on deposits.  I was never told about the 3-day deadline for refunds when I met with the Design Consultant (nor the 35% re-stocking fee) and was then told I owed $654 on top of my deposit of $3924 since I canceled the project past the 3-day period (I cancelled on the 4th day).  I spoke to the sales manager (***********************) on 7/21/23, and he stated that there was a miscommunication between the Design Consultant and myself - that I actually did cancel the project within the 3-day period (which isn't true).  Very dishonest business practices at play.  
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:07/13/2023

  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.

  This ordeal started Feb 1-2, 2023. Originally contracted to replace 2 showers in my mobile home-Master Bath and spare bathroom. I've had no issues with the spare bathroom as it was a "standard shower" replacement. The master bath has been nothing but a migraine headache. Originally the drain basin was a left side drain. The basin was not draining correctly and there was always a puddle in the shower days after a shower. West Shore Homes had damaged the vapor barrier beneath my home and when questioned about it, they said I had to have it repaired. I told them no-you damaged it, you fix it or pay someone to fix it. It still isn't fixed, which lead us to discover the really disturbing issue that I'm primarily complaining about now-structural damage. WSH has been to my house several times to replace/redo the basin. Last time was on May 18, 2023, they installed a "center drain basin". WSH workers had to cut and reposition the plumbing, which should have warranted a County Inspection (permit) due to reposition and structural change. It did not happen. Shortly after this last re-install, a contractor was sent out to quote the repair on the vapor barrier. This contractor pointed out some questionable areas of concern, like structural damage to a joist and improperly installed fernco and pvc to ABS pipe. I called the County Inspector out to inspect and he confirmed the areas of concern and wrote up a correction notice. WSH should pay to have the corrections made as outlined in the correction notice, as well as pay to have the vapor barrier completely fixed under my mobile home, according to code. They already have a quote from an insulation company, and this insulation company can also repair the plumbing issues. WSH should pay off the remaining financial obligation for this botched job, as "time served" for them not holding up to their end of the bargain-advertisement, without cancelling my lifetime warranty, as well as refund my deposit, & missed wages.

  Business Response

  Date: 07/19/2023

  We have heard ************************ concerns and apologize for the issues and frustration she is experiencing. Our General Manager is personally working with her to address all of her concerns. We have agreed to pay a third party to repair the vapor barrier and and address any other concerns she may have. ******************** is our top priority and we will not rest until she is 100% satisfied. 

  Customer Answer

  Date: 07/19/2023

  [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:07/07/2023

  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 had a bathtub removed and a shower installed on May 23, 2023. At the time of installation the contractor wrapped the material around the corner of the shower and butted it against the closet door. This was not in contract and I told him we didn't like the way it looked and that wasn't the way it was to be done. The contractor didn't say anything and kept doing what he was doing. I called salesman, *************, and he said it was not in contract to be done that way. I relayed this information to contractor. On May 26 I called and reported this issue to company. On June 14 a representative came and looked at shower, agreed it wasn't to be done that way and took pictures. The rep stated someone would be back in touch with us. On June 26, having not heard from company, I again called West Shore and was assured that someone would be in touch with me. Still no call. On July 3, I called service department and left message to return call back and still no return call. On July 6 I called at 8:30 AM and was told someone would call back. Called again after no return call and on hold 30 minutes, hung up and called a different number, at 11:46 am, left phone number and no return call. At 4:33 PM called again and transferred to service dept., left name and phone number and still no return call. This needs to be resolved immediately. I want to finish remodeling bathroom and can't move on until this is resolved.

  Business Response

  Date: 07/12/2023

  We apologize to ************** for the delay in completing his project. The issues that need to be addressed are outside the work listed in his contract and require us to hire a third party to complete. Our General Manager has personally visited ************** in his home to assure him everything will be done to his total satisfaction.

• Initial Complaint

  Date:06/29/2023

  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 believe I was the victim of false advertisement, deceptive trade practices, and elder law financial exploitations.in February 2023, someone came to my door and tried to sell me a new bathroom. They promised to remodeled my shower making it a walk-in. They told me it would cost $10K. They also promised free installation. I made a nonpayment of $3255. The company then came to my home to install the shower, but they told me they could NOT install the shower because I needed a new window. I refused to let them put a new window in. Now they are calling me to see when I am putting in a new window so they can start installing the shower. I cannot afford to put a new window in so we are at a standstill. I fill like the sales person told me one thing and now the company is telling me another. They also sent the contract via email and I don't know how to use the computer to review the contract. I would like all or a portion of my down payment since the job cannot get done. I have written and submitted a cancellation letter to the company and no one has gotten back to be in order to resolve this issue. I would like to work something out with the company so I dont have to worry about this anymore.

  Business Response

  Date: 07/17/2023

  ******************** statements are misleading and not accurate. **************** needed to install a new window to ensure that West Shore Home could safely install his shower without the possibility of water leaking in through his old window. At West Shore Home we always go above and beyond to provide a world class experience. When **************** expressed he could not afford a new window we offered to install one at no charge to him but he refused. We did everything possible to install ******************** shower for him as he was in need of one. When **************** refused we agreed to cancel his contract and refund his deposit. 

• Initial Complaint

  Date:06/26/2023

  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.

  Hired West Shore Home to replace 12 old windows in my home with the promise of professional service and a job done right. Windows were ready in a months time and install date was set for June 16, 2023. Cost of project was approximately 20k. Company had promised me job would only take a day to complete. After the work of the day was done the install crew left us with the appropriate paperwork and gave us a date for inspection from our county. Upon further observation of our newly installed windows I found broken glass throughout the perimeter of my home, a broken promise to the no break policy West shore promised to uphold. I cleaned this up myself along with trash from installation. Looking closely at the windows I observed some were missing hardware and screws, screening was torn, and the frame of the windows were very messy with caulking. I contacted the company about these issues before our inspection to avoid having it fail. They sent out another installer to complete the missed work that I described to customer service. The second installer assured us he had looked over every window and everything was completed. The next day, the county inspector came and failed the project. Still missing hardware and missing proper materials outlined in the job necessary for it to pass. Upset with the incompetence of West Shore Home, I asked customer service to see what was being done to get this finished correctly ASAP. They were reluctant to tell me they have not yet ordered the hurricane fabric needed to pass inspection amongst other problems with the project thus far. I am now waiting additional weeks for this to be delivered. I spoke with West Shores general manager. He assured me I was top priority and would have this looked into. Otherwise Ive been dismissed and am dissatisfied with the quality of service West Shore Home has provided from their in house install teams which is the frontline of the company. This has not at all met the standards WSH claims to provide.

  Business Response

  Date: 06/28/2023

  We sincerely apologize to ****************** as we definitely did not provide the experience he deserves as a West Shore Home customer. When we make mistakes we always own them and do everything necessary to rectify all issues. Our General Manager has personally taken over ********************** project and we will not rest until he is 100% satisfied. While we have issues with less than 1% of our projects, when an issue does arise we will always stand by our customers to show them how much West Shore Home cares about every aspect of their project.

  Customer Answer

  Date: 07/14/2023

  [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:

  West Shore Home promised the project would take one day. After the many issues and empty promises to resolve them I am still waiting for the project to be completed. There are still stickers for permitting on the windows, unsealed and unfinished. Unacceptable. According to the company the project now wont be completed until after 2 months of the start date waiting for parts they did not order that were necessary to pass inspection.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:06/24/2023

  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 have recently noticed what appears to be black mold in the caulking and have also noticed that the caulking is now peeling away from the shower wall. There is also a weird smell in the bathroom as if something rotten was covered up. This shower is not even one year old. Also, the installers failed to install the grab bars due to the glass not being installed yet. We have been working on getting the funds to help with the shower glass because they supposedly cannot install a glass that is like a half wall above the bath tub. This is definitely not the work that has been advertised on national television.

  Business Response

  Date: 06/27/2023

  We apologize to ************** for her service issue. ************** made us aware that she had an issue on 6/26. We immediately scheduled a warranty service visit and will address all issues to ensure she is 100% satisfied. While we have issues with less than 1% of our projects, we also have the best warranties in the industry for those rare times an issue does arise. 

• Initial Complaint

  Date:06/20/2023

  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 Friday, March 24th, 2023, West Shore Homes came into my house to install a new shower for the agreed price of $16,691.00. Account number is **************. The installers arrived at my house approximately at 9am to begin a process that ended up taking the company six days for full completion. They also put acrylic over our bathroom tile without consulting if we were going to remove it and notched a large hole around the exhaust fan allowing moisture to enter and create mold. At roughly 5:45pm, instead of finishing that day, the installers said they "didn't feel like finishing today" which brought the project to the next day. My partner and I made an agreement with West Shore that a plumber would be out the next morning, Saturday, March 25th, 2023 by 9am. They were a no call, no-show so with many attempts to call the company, when we got a hold of *****, customer service, he said someone would get back to us within 24 hours. ****, general manager, called back that evening and I scheduled someone to come out Monday morning to finish our unfunctional shower. We are now three days with no shower. He finished the shower and we scheduled someone to come back out to fix the hole in the ceiling and fix our basement ceiling from water damage they created. We have now waited four days with an unfunctional shower and besides installation day, we have a combination of five days of missed work between my partner and I because of this company. They offered us $800 off for the inconvenience, I asked for more off to suffice for the missed work since my pay at work from time missed is greater than the amount offered, and they declined it. Today is June 20th, 2023, only 87 days since installation and we have rust on our shower head, which we called to get replaced. We have the silicone deteriorating and paint chipping. The floor is unlevel and not allowing water to drain, uneven doors, and loose handles; inadequate product for what they promised.

  Business Response

  Date: 06/26/2023

  We sincerely apologize to **************** for the issues he had with his project. While we have issues arise with less than 1% of our projects, this is not the experience we strive to provide all West Shore Home customers. Our General Manager is personally working with **************** to ensure that once all issues have been addressed he will be 100% satisfied with the outcome.