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

  
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  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:04/28/2023

  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.

  DISHONEST SALES REPRESENTATIVES! My boyfriend and I had a VERY dishonest experience with one of their sales representatives. We'd just bought our new home last October and were in need of a quote for a bathroom remodel. We met with the design consultant who showed us different styles along with financing options that we would need given our new home purchase. He offered a completely fabricated option in order to close his deal since we were hesitant based on the amount. He said we would have a 10 year interest free option to give us the flexibility we needed in order to get it paid off in a reasonable amount of time (we are talking a 15k JUST shower remodel.) During his presentation and having us initial terms based on his dishonestly we now come to find out it was all lies! If you choose to finance, a month after installation is when you start to get notifications of your upcoming payments and what to expect. Which at that point the remodel is done and you're stuck! I reached out to this rep by email to only have it bounce back to then find out he was no longer with the company. Now we cant even address it with him to confirm the offer we were given and the interest is accruing immediately! Sadly there were options that would have given us atleast a year interest free but he chose dishonestly to seal his deal. Also, we have another bathroom we would have liked done in the future and WESTSHORE HOMES has ABSOLUTELY LOST OUR BUSINESS and that of anyone we know looking for similar work done. After speaking with their sales manager and financing company they have all washed their hands of this misrepresentation of their business and have zero compassion towards helping us out. BE VERY CAREFUL who you do business with at westshore and ask questions! Confirm terms and dont be as trusting as we were!

  Business Response

  Date: 05/12/2023

  We sincerely apologize to **************** and she is correct that our Design Consultant made a mistake. At West Shore Home we will always own our mistakes, stand by our customer, and do everything possible to rectify the situation so that our customers are satisfied. We are actively working with **************** and her lender to provide her with loan terms that are more conducive to her budget. We have found a solution that she likes and we will ensure that she gets the loan terms that she was expecting. 

• Initial Complaint

  Date:04/22/2023

  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 tub shower combo installed on 4/17. I was told to wait at least 24hrs before I used it. I did not cut the water on until 4/19. When I cut the water on I noticed the water pressure was extremely low from the tub spout. I switched it up to the shower and it was also a trickle. I thought maybe this was due to new pipes, so I let it run for about 10 minutes to see if something was wrong. My other shower has good pressure like my old shower so I know its something wrong with this new shower and tub combo. I call the ***** number and reach customer service. They have the service department call me back to schedule. Someone was to be out between 9:30-10:30 am on 4/21. As of today, no one has come out or even called me. I called the ************** number at 12:13pm, 2:47pm, and 2:52pm. I left a message the first 2 times. I even text the number that reached out to me yesterday at 10:51am to see when someone was to come out. No one has so much as sent an email to let me know whats going on. I feel as if Im being ghosted and doing research, this is an above average cost for just a tub/shower combo installation, so my expectation for above average service is warranted.

  Business Response

  Date: 04/25/2023

  There may have been a delay in West Shore Home receiving this complaint but we have **************** scheduled for service and will ensure all issues are resolved. 

• Initial Complaint

  Date:04/19/2023

  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.

  Purchased front door for 7,500.00 dollars four doors had defects they changed the door four times had the manufacturer rep even come look at the door no one denied that the doors had defects they took pictures and apologized for the inconvenience the last door was installed on 2-2-23 I told them you can still see daylight on bottom of one side of door they said it looked as if the weather strip was a cut a little short they said no problem to replace then the adjustable striker come loose so in order to lock the door you have to pull the door in to lock it I adjusted it and it keeps loosening so I took it off and put a fixed plate that came in box but it doesn’t hold the door tight enough to the frame so know I can see light at the top and bottom of door I told them I also wanted a storm door they told me they would take care of me on the door for all my inconvenience so I called the sales person to get a price I finally got a hold of him and gave me a price of a little over 1400.00 dollars that also included a 30% off they send to everybody on your next purchase I told him that the manager told me he would take care of me for my troubles he said he didn’t have the authority to give a discount so I called several times text and sent email finally had another sales person call me he said he wasn’t authorized to give discount said he would get back to me also told him about the issues with weather strip and door striker he finally gets back to me and said the manager said the storm door would be over 1700.00 dollars some discount the price went up I called both of them with no response I am done all I want is the weather strip and the adjustable door striker fixed I will call some other company for a storm door also the door after 2 months sounds like a door in a horror movie worst experience ever.

  Business Response

  Date: 04/28/2023

  ********************** has definitely had a frustrating experience, and it has been just as frustrating for West Shore Home. The issues with his door were the result of multiple defects caused by production errors with the manufacturer. Understanding how important this is we have stood by ************************** side at the highest levels of leadership every step of the way to ensure we are doing everything possible to correct every issue. Our General Manager has made this his top priority and has personally been working with **********************. We have been able to remedy all issues with ************************** door. Because of this experience we have agreed to provide ********************** with a storm door free of charge. ********************** has expressed that he is now 100% satisfied and truly appreciates how we have stood by him. 

  Customer Answer

  Date: 04/28/2023

  [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:04/12/2023

  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.

  Hello, On Monday, April 10, 2023, we had West Shore Homes install a new shower for my dad who suffered a stroke, and it was a complete disaster. The cost of the shower that I agreed to pay was $27,891. I was told by the salesperson that we might have scratch on the floor. The install included a shower that my dad get into with is wheelchair and that is not case. He cannot even use his walker because of the whole in floor. The put multiple holes the floors and we the bathroom is in worst shape them before and the bench in shower is already falling apart and not safe to use. I was told the window we be tinted and that was not true. I need to hire a contractor to fix this mess and flooring. I called West Shore Homes today and explained the matter and said I would not pay the amount we need to move fast to fix the issued, the representative made it seem that I still have even though I need to get everything fixed to keep my dad safe.

  Customer Answer

  Date: 04/17/2023

  please note I have resolved this issue. Please close this matter. Thank you. ***** 

• Initial Complaint

  Date:04/10/2023

  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.

  Westshore home has continued to send advertisements via mail to my residence .I asked them not to due to the fact that i did not need any of their home remodeling offers.I was told that they cannot stop sending mail to my residence. That is ridiculous because most companies have a do not contact option .I am asking for an end to any contact from westshore home.

  Business Response

  Date: 04/24/2023

  We do not have record of **************** in our systems so the mail he is receiving is not a targeted marketing campaign. The mail he is receiving is a mass mailer that goes out to all residences in his area highlighting some of the fantastic offers we have at West Shore Home. We will do everything possible to try to prevent his specific address from receiving any more promotional material. 

• Initial Complaint

  Date:04/01/2023

  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.

  Prior and during signing of sale to be financed I was told by the salesman that we would have no interest for the 1st two years. Once payments started coming in December of 2022 I started calling west shore they promised I would get a phone call back before 5pm that day well that day never came along with the other multiple calls and never got a call back. I juT call this past Friday and was told a regional manager would call me before the end of that day. No return call yet. I want the original promise of 1st 2 yrs interest fee.

  Business Response

  Date: 04/05/2023

  We have had numerous conversations with **************** regarding the statements about her loan. It is important to note that her loan is with a third party lender, not West Shore Home. We have also worked with her lender to provide her with additional copies of her loan paperwork with her signatures to show her exactly what she agreed to with the lending company. If **************** has a dispute with her loan she will need to work with the lending company because she took out the loan with them, not West Shore Home.

• Initial Complaint

  Date:03/30/2023

  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.

  On March 20,2023 the salesperson ***** came to our home and gave a pitch about a tub to shower conversion from his company West Shore Home. He told us the cost would be $12,000+ and on an ipad he had me check some boxes but he did not read the details in the paragraph nor tell us the exact time limits we had if we changed our mind on the project. He told us the installers were running about 8 weeks out in getting to our installation but we could call for an appointment and he would see if we could get it done earlier. So I called and got an appointment to have the conversion done April 20, 2023. However, this morning (March 30, 2023) I called to cancel our conversion and ***** informed me I now owed a 35% restock fee "due to the late notice". This is over $4,000!!!!!! We are seniors, this is deceptive and we need help!!!!

  Business Response

  Date: 03/30/2023

  We can certainly understand ************************ frustrations but we have already spent considerable money in making her custom materials for her project. If ******************** would like to move forward with her project we stand ready to install a beautiful new bathroom for her. 

• Initial Complaint

  Date:03/29/2023

  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 an estimate to have my windows replaced in Dec. or Nov. of 2022. by West Shore. The sales person came and gave me the estimate and the living room window was left opened night because he did not close it. I did not realize it until the next morning. I brought it to his attention the next day and he thought it was funny. I did not see the joke. They replaced the windows on 2-27-23. One of the workmen was standing on my brand new toilet without a drop cloth and scratched it but they replaced it. They also broke my siding in two places and left broken glass in my shower and in my bedroom. I did not realize there was broken glass in the shower until I went to take a shower and found myself stepping on shattered glass. I also stepped on the broken glass in the bedroom. Fortunately for Westshore and myself I did not cut up my feet. They offered a settlement of $400.00 and wanted me to sign an aggreement. Two of the items in the agreement was that they were not admitting to anything and the other was that I was not to make any disparaging remarks about them. I refused to sign it. They told me that we would discuss it furthure when the job was completed with the siding which was completed on 3-22-23 and I have not heard anything from them. I have pictures of the glass left in my bedroom. *** the person who came out took pictures of the glass found in the shower. I do not understand how this place is still in business. It is as though they prey upon people.

  Business Response

  Date: 04/27/2023

  We apologize to ************** for the issues she mentions in her complaint. At West Shore Home we strive to provide the best customer experience in the industry. When an issue does arise we will always stand by our customers until they are 100% satisfied. We have done this with ************** and all issues have been resolved. 

  Customer Answer

  Date: 04/27/2023

  [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 do not know what has been resolved in their minds. I would like to kow how the issue of me stepping on shatter glass in my shower and bedroom has been resolved. They think it was resolved in thier minds because they offered me 400.00 and wanted me to sign something saying that they were not admitting to anything and they don't want me to say anything disparaging about them which I refused to sign.  
  
   Regards,
  ***********************
  
  that th
  

• Initial Complaint

  Date:03/23/2023

  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 West Shore Home, to complete a walk in shower, in December 9th.2022. I the installation was completed with in the one day. I had West Shore Home, to return to fix a leak on bottom of shower door rack. West Shore Home, sent a repairer, to fix the on Dec. 19th. West Shore Home, to redo and replaced the front panel or tiles, the should have been fixed at that time. West Shore Home return in February to replaced front panel of Shower, the leak still not stop. Today is March 23th.2023, and i still have the same leak from Day one. I would like a partial refund.

  Business Response

  Date: 04/05/2023

  While we certainly apologize to ************************, it has been very difficult to address any concerns because of issues outside of the control of West Shore Home. We have immediately addressed any concerns she brought to our attention, but communicating with her has been a challenge. The leak she is referring to is not actually a leak. It is water escaping underneath her shower door because she is not allowing the necessary time for the sealant to cure. We have been very detailed in explaining the requirements for the sealant to cure, and each time those instructions have not been followed. 

  Customer Answer

  Date: 04/09/2023

  [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, infomed me to allow , 24 hours each time. Which i did.  Each time West  Shore Home, sent someone here to fix the problems, they cause more issues. My shower Door's still has goog on them, I have asked WSH, to please replace or send someone back to clean them. I'll spoke with WSH, management, and he hung up on me, with no resolution. I paid WSH, over, $13000.00, too come in my home and install a walk in shower,
  
  Regards,
  
  *********************************
  

• Initial Complaint

  Date:03/20/2023

  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.

  1/3/2023 Signed contract 2/27/2023 2/28/2023 Install complete. Found multiple things wrong with the install.3/1/2023 Tried to contact the company. No response. I was told it would be 24 to 48 hours.3/2/2023 No contact from company. I had to drive to their office. I spoke with the install manager and he scheduled someone to come look at the bathroom.3/3/2023 Employee verified issues.3/4/2023 Noticed sewage smell from tub drain. Tried to contact the company again but was told it would be 24 to 48 hours.3/5/2023 I let the install manager know.3/6/2023 Master plumber came to the house and verified the issue. They started planning to change out the tub and the walls.3/8/2023 I was informed there were no replacement tubs.3/13/2023 Installed missing P-Trap. 3/15/2023 I found water dripping from the ceiling below the new tub. I shut off the water and found the new water line they installed for the tub was leaking. This caused damage to my wall and ceiling. I now have 3 separate holes from improper installation. I have no date of when the new tub will be in.3/16/2023 Someone came out and repaired the leaking water line.3/17/2023 Another company had to come out to dry out the upstairs closet wall and the downstairs kitchen ceiling from the leak. We were not able to use part of the kitchen or the closet due to their equipment taking up space.3/18/2023 They came back out to remove the equipment.3/20/2023 They came back out to assess the damage and remove parts of the damaged drywall. The actual repair is not scheduled until the following Saturday. Still no update on when the new tub will arrive.3/20/2023 After using the tub and shower I found more water coming through the kitchen ceiling hole. I found the overflow drain is not secure and water leaks around the entire drain.I requested a call from someone higher up in the company than the people I have been dealing with. It has been three business days and I still have not received a call or update.

  Business Response

  Date: 03/29/2023

  We have heard ************** frustrations and sincerely apologize. Our Director of Customer Service and General Manager personally got involved to ensure we were able to provide the most appropriate and expedient solutions. We were able to work directly with the manufacturer to expedite all materials and have resolved all issues. Issues arise with less than 1% of West Shore Home projects. When they do we make it our highest priority and we always stand by our customers until they are 100% satisfied. 

  Customer Answer

  Date: 04/06/2023

  [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 can not accept this response yet. The bathroom has been fixed but the damages caused by the initial install have not been fixed yet. The repair company has made contact with me and we are working it out but I do not consider the issue resolved until all repairs are made. The Director and General Manager have been very helpful and I appreciate their effort. This is still a work on progress.
  
  Regards,
  
  *******************
  

  Business Response

  Date: 04/20/2023

  We absolutely understand ************** position and we will continue to stand by him as our customer until everything is resolved and he is 100% satisfied.