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

  
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  West Shore Home

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

  
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  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:03/16/2023

  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.

  Below is my ****** review. After posting the review we had some action. The install manager came to our home and his exact words were "wow, this really is a bad job". After the we spoke with the GM who kept trying to reschedule to "Fix" the bathroom. we stated that after 2 tries we didn't want that we just wanted compensation. Now I am waiting almost a week again and continue to get blown off for a response. We spoke Monday at 0915, set up a time to talk today between 12-1 and I've heard nothing. I feel that this company is putting their needs first and not listening to our very valid complaints. "We chose Westshore home after extensive research, and multiple in home consultations. We were pleased with the initial responsiveness and the one day guarantee. After the consultation we had our project booked 6 weeks out. When the day for installation arrived we were so excited. The gentleman out were friendly, not the most professional, but efficient. After 4 hours of demo the started the new install. During this they found that the tub had bubbling. We overheard one of them say, “let’s just leave it and get done. That is why we have a guarantee.” Luckily the other gentleman said no that is bad service. They then left and headed to the warehouse where they texted and said they had a tub in good shape and would be back tomorrow. Next morning came and we received a phone call from the general manager. He informed us that the tub was actually the wrong tub and they needed to order one. I had to call twice for updates until our tub finally came in 9days later. One of our phone calls I asked about compensation due to the hassle of not having a bath/shower in our house for over a week, and having to take and extra two days off work. His response “we will absolutely talk about compensation.” The next day another very nice gentleman was sent out alone to finish the project. He was a very nice man and diligently worked. However, he should not have been sent to do this project solo. 12 hours later he finally finished the install. After he left we found our house a disaster inside and out. The wrong tile was put up. There was debris everywhere, caulking on our hardwood floors. Multiple broken tiles on our bathroom floor (that we had to tear out and replace), parts of the shower left without caulking and spots in the brand new shower cracked and covered with mounding. Two days later I texted general manager asking for a good time to chat. His text message had the read receipt yet I got no response. Two voicemails later and several calls I still have not received a call or text back. And that is the main reason I decided to write this horrendous review, to get a response. When you set out to do a big home project that costs roughly $14000 you expect near perfection. Especially from a company that has over 20,000 5 star reviews and a one day guarantee. However, we feel we had an experienced that just kept getting worse. We are not unreasonable people, we understand things happen. But a company with this reputation should check tubs before they leave the warehouse so that the can stick to their one day guarantee. They should be prompt and communicative when things go wrong and work hard to fix the problem. And they should check in with customers who have had issues and are not getting that 5 star guarantee this company so proudly boasts about."

  Business Response

  Date: 03/22/2023

  We apologize to ************** but feel this complaint deserves a more detailed explanation. When inspecting the materials to install her project we discovered the bathtub was sent to us with a defect from the manufacturer. We offered two solutions to remedy the situation. We offered to install a slightly different style tub that we could install that same day. We also offered to ship the same style tub from one of our other locations. The second option would take a couple of days. ************** decided the second option was the one she wanted. We received the new bathtub and immediately executed a beautiful installation. Addressing her claims about the wall patterns. We installed exactly what ************** selected as an option when designing her project. After the installation was completed ************** decided she would like a subway tile wall pattern instead of the one she selected and requested we provide this upgrade free of charge. We agreed to this request because we wanted to go above and beyond for her considering there was a delay in completing the installation of her project. Subsequently she contacted us again stating she did not want the upgraded wall pattern installed and demanded a 70% reduction in her project price. We have done everything possible to stand by ************** as a West Shore Home customer. We take tremendous pride in providing the best customer experience in the industry. When an issue does arise, it becomes our top priority, and we always take all necessary steps to ensure our customers 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 am rejecting this response because:I've been speaking with ***************************** regarding my complaint. I did NOT change my mind with the tile as the incorrect order was initially placed (the first wrong doing in this nightmare). Secondly when having a guaranteed time of install you should check your product for defects prior to installation. 
  when returning to our home to inspect our complaints, the general install manager said oh wow, this job was very poorly done. So this response is absolutely infuriating. This company only cares about its back end and not the customer. 
  ******* has been very accommodating, the only part of this process that has gone well with good communication and customer service. We have our reinstall for the correct tile to be done on the 17th, I'm weary about this due to what an awful experience this has been so far. 
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 04/21/2023

  We have heard ****************** follow up and have responded in True West Shore Home fashion. We have communicated with her at the highest levels of management to ensure there were no oversights in resolving all of her concerns. ************** has expressed to us that we stood by her as our customer and she is now 100% satisfied.

• Initial Complaint

  Date:03/07/2023

  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 purchased several windows (approximately $22,000) from them when they were owned by ********* Window. I called to request additional plastic snap-in tilt latches for my windows, and I was told that it would be a $150 technician charge. I explained that I did not need a technician as these are inexpensive pieces that are easy to pop in. I also explained that in the past they would mail me these pieces in a standard envelope. I am simply requesting these inexpensive pieces without having to pay an exorbitant, unnecessary 'install' fee.

  Business Response

  Date: 03/16/2023

  Even though **************** has never been a customer of West Shore Home, and we have no warranty obligations to her, we will always try to help someone in need if we can. We have reached out to manufacturer of her windows and will gladly supply her with the tilt latches.

• Initial Complaint

  Date:02/27/2023

  Type:Product 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 ordered hurricane shutters from ************ in St. Petersburg, Florida. In the interim, their assets were purchased by West Shore Home. West Shore Home did the install. One of the hurricane shutters is not the same as the others. The one shutter has a crank rollup/roll down. We did not order this type of shutter, It is old technology. We need a shutter that we can just push up and down. This shutter requires the use of a ladder and is very difficult to orchestrate. We are senior citizens so it is more difficult for us. I have sent letters and made phone calls. Both companies refuse to address the issue. Our contract states that we ordered the easy rollup/rolldown shutter. I have contacted the West Shore main office in Pennsylvania. Still no response. Note the contract states rollup/rolldown on the kitchen window.

  Business Response

  Date: 03/30/2023

  While we understand **************** frustrations we installed exactly what she contracted for and purchased from her former company. 

  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 am rejecting this response because: The Contract called for ****** shutters on the front of the house and roll down shutters on the rest of the house.  One of the roll downs they installed has a crank that had to be used to roll down.  READ THE CONTRACT.  I DID NOT ORDER ANY CRANK ROLLDOWNS!
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:02/25/2023

  Type:Product 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 2/14 West Shore did estimate for a shower. I cancelled on 2/16. Talked to representative, and was told refund in 2 -3 days. Received email on2/22 , 6 days later that refund was issued. As of today 2/25, 10 days later, I have not received my refund. All this is done electronically. I feel as a penalty for not using their company they are holding the refund longer than necessary. I feel people should be aware of this unprofessional tactic.

  Business Response

  Date: 03/01/2023

  The *****'s contract was cancelled without penalty and a refund was issued immediately. The delay in getting the deposit back was her banks processing timeline. 

• Initial Complaint

  Date:02/23/2023

  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.

  My elderly mom signed an agreement with west shore home. They never gave her the agreement they ran her credit through multiple lenders which she didn’t want. On day 7 she wanted to cancel they said ok no problem. A week or so later now they can’t cancel they need to send a sales manager to her home to cancel. What type of disgusting practice is this they are sending him out to pressure her to keep the deal the deal is lost. We want it canceled immediately. They want a 35% recision fee the project was 15,000 just for a shower so near 6,000 just to cancel just 7 days after the agreement how despicable. We want the agreement cancelled at no cost.

  Business Response

  Date: 03/17/2023

  *** *******'s comments are inaccurate. We have allowed her mother to cancel her contract with absolutely no penalty. We requested to have our Sales Manager visit her mother not to pressure her, but to see if we could restructure her project to a design that was a better fit for her budget. 

  Customer Answer

  Date: 04/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:At the time of my complaint it wasn’t cancelled and they threatened 35% fee. I have the sales manager on tape admitting this. Now as of the time as westshores response this maybe true. The last rep that called me said he couldn’t talk to me unles I get my attorney to prove poa and my elderly mom doesn’t want to call in and get talked in to signing up for something else.However I believe I have our answer now…
  
  
  Regards,
  
  
  
  ***** ******* 
  

• Initial Complaint

  Date:02/21/2023

  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.

  Got a shower installed from this company on January 24, 2023. This install included a shower glass door, shortly after the Sliding Shower Door Bottom Guide fell off. I called ************ and waited to be transfered to the service department but the lady could not connect me. She said that the will call within 24 hours (that never happened). I still are waiting for the call. Amazing how fast I got a call back after visiting their web page for the sale but the service department (after the job is done and the money collected) can use some improvement.

  Business Response

  Date: 03/01/2023

  We apologize for any delay in addressing ************** concerns but we have contacted him and have him scheduled for service. We will make sure we resolve any concerns he may have and ensure he is 100% satisfied with the outcome. 

  Customer Answer

  Date: 03/10/2023

  [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. 

  I got contacted by ***************** and *************************** on 2/22/2023, the issue was resolved the same day they contacted me to my satisfaction.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:02/16/2023

  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.

  My mother signed a contract with Westshore Homes 12/14/22 to have a new shower installed. My mother is 70 years old and her mental health has declined so I now have POA over her finances. In getting things in order I requested the signed contract to determine why her shower cost so much. They sent me the attached contract. I was flabbergasted when there was no itemized pricing on the contract, just a total. I contacted them again requesting an itemized bill and they are stating they cannot provide me one. This is not right. They cannot answer how much materials cost, how much labor costs nothing just that my mom owes over $15,000 for a one day bath install. The original price was $19204 with a labor discount of $3313 but they can't tell me how they got the discount. Please help me get some answers as this does not seem fair to not have to disclose the costs associated with the contract.

  Business Response

  Date: 03/17/2023

  We provide our customers with a contract that has an overall breakdown of the project price, but not a breakdown of each individual single part. Similar to buying a car, the dealership does not provide how much the seat costs, gas pedal costs etc. We apologize for the frustrations but we performed a perfectly executed installation of a beautiful new shower for ******************** mother and she was extremely happy with the finished product. 

• Initial Complaint

  Date:02/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Westshore Home replaced an existing one piece shower with a new shower on July 8 2022. When they removed the old shower from the opening they broke the walls corner beads loose and protruding from the wall. They also broke 4 ceramic tiles. Instead of repairing the walls & tiles, they installed the new shower partially over broken tiles & left the corner beads protruding from the walls. When I would not pay the installation crew they sent the manager out to look at the problem. They wanted to do a patch and cover up job. I told them that the only way to fix the problem was to remove the new shower, repair damaged walls and floor tiles and install a new shower. The bathroom repair was completed on December 15 2022. It took Westshore Home a total of 160 days to correct their shoddy instalation. They refused to do any compassion. I don't recommend Westshore Home to anyone.
  .

  Business Response

  Date: 03/22/2023

  *** ******* complaint is extremely misleading. The minute he made us aware he was not satisfied we immediately took action to address any and all issues. The reason for the delay in completion, and the reason for a second installation, was *** ******* demanded we install a larger shower free of charge. In order to do that we had to completely reorder all his custom materials and that takes time. We successfully completed the second installation and he expressed that he loved the finished product. *** ******* then demanded we also refund all of his money or he would be filing a BBB complaint. Plain and simple that is extortion. As we always do at West Shore Home we stood by *** ******* and went above and beyond to ensure he was completely satisfied with his project.

  Customer Answer

  Date: 03/23/2023

  [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 did not ask for a larger shower. I asked them to remove the shower, repair the damaged walls and to replace the broken ceramic floor tiles. I asked for a adjustment on the price, not the whole price.

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

• Initial Complaint

  Date:02/09/2023

  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.

  Job # *-****** Initial Sales visit 9/27/2022. Asked to cancel contract because we were told they could not remove bulkhead and install glass doors, but the company refused to cancel the contract without doing so in person leading us to a Second Sales visit 10/20/2022, where they promised now they could remove the bulk head and updated our order to include new features and materials. Shower/bath supposed to be installed Friday, November 25, 2022. Company canceled the day before (we stayed in town for the Thanksgiving holiday specifically for the shower installation) and rescheduled installation for Monday, December 12, 2022. Paid over $15,000 for new shower install. Recap of issues with current installation: Incorrect tile size installed. Glass door fell off already; were NOT frosted glass doors. Requested highest quality shower head available, rainfall shower head NOT installed. Metal shelves, wanted matching stone shelves. Messy grout lines. Ceiling wasn't installed correctly according to Installation Manager, **** ***** (shower ceiling stopped prior to the new wall). No ceiling light installed. Tried to resolve issue with ****** *******, Sales Manager whom we believe to be partially at fault for ordering incorrect supplies and **** *****, Installation / General Manager who came out to home to review work completed and promised all our concerns would be addressed and new shower installed because shower ceiling was installed incorrectly and poor caulking work performed. This never happened, taking matter to Attorney General because glass door fell off shower track onto our 12 year old son while he was attempting to exit the shower standing there naked holding the entire door in his hand screaming for help. We are now requesting reimbursement for labor costs. West Shore Home's BBB score is A+ rating due to their attempt to resolve matters, but the total complaints filed speak for themselves; 145 complaints in 3 yrs and 77 complaints in 6 m, 1.75/5 stars.

  Business Response

  Date: 03/17/2023

  ************************ numbers are exactly right. We have had 77 complaints in the last 6 months. During that same 6 month period we installed over 26,000 projects. That means that we had issues arise with 0.003% of West Shore Home projects. We take a tremendous amount of pride of getting things perfect the first time. We sincerely apologize that *** ******** is part of that very small minority that has an issue but we have stood by him to correct everything so he is satisfied. While we strive for excellence it is impossible to be perfect in the world of construction. There is always the possibility that an unforeseen issue may arise. When that does happen we will always stand by our customers to make sure they get the experience they deserve as a West Shore Home customer. 

• Initial Complaint

  Date:02/02/2023

  Type:Product 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 January 16th Westshore come to our home and measured our shower and we planned on having them remodel it. We made a deposit of over $4,000. On January 17th we cancelled because it was really out of our price range. We notified the person who came to my house and I also submitted a cancellation form. A few days later we did receive an email from a member of Westshore and he offered us a much lower estimate but we declined because we had already gone a different route. As of today, 2/2/23, after MANY called and texts, we have not received our deposit back.

  Business Response

  Date: 02/03/2023

  At ******************** request we have cancelled her project and refunded her deposit. We refunded the deposit immediately upon receiving her request for cancellation. The reason for the delay is it can take 2-6 business days for her bank to process the electronic transaction.