Complaints

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

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West Shore Home, LLC has 43 locations, listed below.

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  West Shore Home, LLC

  3 Crossgate Dr Hampden Township, PA 17050-2459

  
• 

  West Shore Home

  834 Rivit St Greenville, NC 27834-0846

  
• 

  West Shore Home, LLC

  12031 Westhall Dr STE A Charlotte, NC 28278-7117

  
• 

  West Shore Home

  961 Primrose Ct Lexington, KY 40511-1242

  
• 

  West Shore Home, LLC

  1720 NW 4th Ave Suite 100 Ocala, FL 34475-9087

  

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:12/20/2023

  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 October 30th and 31st 2023 West shore home did a bathroom conversion of my home. A week later the county building inspector officer advised me the work did not pass inspection. I contacted West shore on November 17 2023 regarding this issue and was told their master plumber would call me. I didn't hear back from anyone so I called again on November 21st and they said a representative would come to my home on November 28th to take pictures of the work and submit it to the county. On the morning of November 28th West shore called me and informed me they no longer need the pictures and the work had passed the inspection I requested they send me a copy of the inspection report showing it had passed. I didn't receive copy of the information. I called again on December 12th and was told a West shore representative would call me that day. I called again on December 14th and left a message on their customer service recorder asking for a call back. I still have not heard back from them. I want this company to provide me with proof that the building inspector has indeed issued a certificate verifying the work has passed the final inspection.

  Business Response

  Date: 12/22/2023

  We apologize to ************ for the delay in getting her inspection report to her. We are diligently working with the county to get her that copy. Our Director of Permitting will continue to work with ************ to ensure we provide her with a copy of the passed inspection. 

• Initial Complaint

  Date:12/14/2023

  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.

  October 12, 2022, The salesman offered a discount, he then ******* me and shot the price up. Stated that the company would not allow him to give the discount and then asked if he could offset the difference by making a donation to my nonprofit, because he felt bad. FOOLISH I agreed, the price went even higher. Then the high pressure sales tactics went into high gear. Was I an IDIOT? Yes!! Was it right? NO! I called the company and complained and received absolutely no reply!!

  Business Response

  Date: 12/18/2023

  We certainly apologize for any confusion regarding the pricing for ****************** project. We have clarified everything with him and have since performed a perfectly executed installation of his project. We would like to sincerely thank ************** for being part of the West Shore Home family. 

• Initial Complaint

  Date:12/14/2023

  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.

  They were hired to put in a shower. We signed the contract for close to $13,000. We do not have a door coming out of our bedroom into our bathroom. There is a way to walk to the vanity and then when you turn right, our tub is there. They were not going to clean up anything. We couldn't clean it ourselves. We couldn't afford to have it cleaned. The only thing they were going to clean was the shower. All the debris from the work would be all over our bed, furniture, and floor. We told them we did not want them to do the job because we couldn't afford to have everything cleaned.

  Business Response

  Date: 12/15/2023

  ********************** is not a West Shore Home customer. We have never installed anything in her home. She did request a design consultation with us but decided not to move forward with the project. We are not sure why ********************** would claim we damaged her home when we have never performed any work for her. 

• Initial Complaint

  Date:12/08/2023

  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.

  Still waiting for contract promised to email me that day but never did. Please see explanation below

  Business Response

  Date: 12/12/2023

  We sincerely apologize for any frustration the ********* have experienced. They did not purchase a project from us but we will definitely reach out to clear up any confusion. 

• Initial Complaint

  Date:11/30/2023

  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.

  In October a sales person came to our house. We ordered 5 windows that open and close, and a 6ft. picture window, and a new insulated interior/exterior door. November 16th the installation crew showed up but with no big picture window. Instead they had 3 small picture windows. They were told that a big window could not be installed because it was a load bearing wall. We requested windows that open if not the window we ordered. We were never contacted and told that they made a change in windows and why. They put in the door which swings out. It is supposed to swing in so a screen door can be installed later. We were never contacted regarding the door either. I've tried to talk to west shore about this and am told I'm not going to get different windows or a door because it would cost them to much money and it's my oversight because I initialed the **** that said the product was put in. I was never allowed to read anything and still don't have any copies of anything. They are refusing to correct their mistakes. We even offered to go ahead and keep the smaller windows if they would change the door and knock a little off the price as we paid extra for the big picture window we can't get.

  Business Response

  Date: 12/18/2023

  We apologize for ******************** frustrations but his complaint requires some explanation. We are not able to install the large picture window because the wall it is to be installed in is a load bearing wall. We are required to install windows that are correct for such a wall. Our General Manager is working directly with **************** to address the door issue. Although **************** clearly purchased a door with an outswing we absolutely want to stand by our customer to ensure they are 100% satisfied. Our General Manager will continue to personally work with **************** to find an appropriate solution. 

• Initial Complaint

  Date:11/28/2023

  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.

  Transaction date: October 11, 2023 West Shore Home - Bathroom Initial project delayed due to being misled/misinformed by Sales Manager Request price adjustment

  Business Response

  Date: 12/18/2023

  It is true there was a delay in completing the ******** project. Once demolition was completed it was discovered there was extensive floor rot that needed to be addressed. The rot was extensive enough that it compromised the structural integrity of the installation. At West Shore Home we pride ourselves on our craftsmanship and quality. We simply could not install the ******** project until the floor rot was addressed. We have since performed a beautiful installation for the Alstons. 

  Customer Answer

  Date: 01/08/2024

  Will this complaint be posted on the BBB complaints website against West Shore Homes?

• Initial Complaint

  Date:11/28/2023

  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 have been trying to get a call back from this company for over two weeks. Now our salesman was fired, who came out to do the estimate the first crew arrived and started building the bathroom for a handicap person that you couldnt even open the door all the way they proceeded with the work all day, realizing the bathroom door wouldnt open fully without contacting anyone. I had to call supervisor they came out the next day to fix it and my question is why wasnt this done the It became a two day Install. Anyone with any experience couldve seen this was a problem the first day and shouldve called someone to come out and take a look. I believe we were taken advantage of because my father passed away and we were quoted extremely high prices of $13,000 just to replace a tub I would Go with another company I dont feel this job is worth the money.

  Business Response

  Date: 11/30/2023

  We apologize for the frustrations ******************** experienced because his project ran into a second day. There was a high degree of customization with his project and we felt the extra time was needed to ensure perfect craftsmanship. With ********************** permission his project did extend into a second day, but it turned out absolutely perfect.

• Initial Complaint

  Date:11/27/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They called me. I did not call them. Very high pressure, aggressive sales tactics. Said no at least 5 different times. Persisted. Left house but came back minutes later. Eventually caved and signed contract on October 20, 2023. I was not provided with a copy of the contract I signed. Sent telegram within 3 business days (October 23, 2023) to cancel contract but they refused to honor. Trying to extort a 35% cancellation fee from me when legally I did notify them of my intent to cancel. I did verify with American Telegram that the telegram was delivered on October 23rd, but West Shore Home claims that it was not received until October 26th. I am a senior citizen and I sincerely feel that I am being preyed upon by very unscrupulous people.

  Business Response

  Date: 11/30/2023

  We apologize for ************************ frustrations. There was a delay in receiving her telegram but we have cancelled her project with absolutely not penalties. 

  Customer Answer

  Date: 12/05/2023

  [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:11/25/2023

  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.

  At the beginning of the project, the crew arrived to our home unprepared which resulted in a delay. On the day of the first installation we were promised a call from the manager due to the condition of the materials that had arrived yet to this day we've yet to be contacted about it. When I followed up on this, the manager had no idea what I was referencing. After the initial installation, West Shore delayed scheduling the return visit to replace the installed damaged material. Once scheduled, the crew arrived without all needed materials. We requested that once everything has arrived, the work could be corrected. Inspite of the West Shore guarantee of same day service it took 3 visits over the course of several months to complete our project. However, the inconveniences and dishonesty didn't stop there! I later contacted West Shore due to the material discoloring. I was promised a call to schedule which didn't happen so I had to call back some days later to request the service visit. I was informed, "the service department must have missed it" so I resubmitted the request. It was at this service visit that we learned we'd received incorrect information at our sales appointment!! We requested a tub-to-tub installation but was informed that only a shower could be provided. When we learned that this was not true I contacted the service manager, ***, immediately about this falsely provided information. He agreed to have the sales manager contact me within 2 days. He didn't call. I called Rob again. Finally after my last call with the sales manager he informed that a new CEO was transitioning to the local office from out of state. He promised to speak with him and call me back. I have yet to receive a call from him although ample time for transition has passed. West Shore has taken advantage of us and is actively ignoring my attempts to have this resolved! *** has confirmed that our request for a tub can be completed yet West Shore management hasn't taken the steps to.

  Business Response

  Date: 12/27/2023

  We sincerely apologize to ****************** for the miscommunication in designing her project. We are not sure how an oversight like this occurs but no matter the reason at West Shore Home we will always stand by our customers. We have ****************** scheduled to remove her shower and install a newly designed bathtub project. We will stand by ****************** until she is 100% satisfied with the outcome.

  
  *******************
  Director of Customer Service
  

  Customer Answer

  Date: 01/02/2024

  [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 considering the project is scheduled to be completed January 2024 by the installer requested by name and Westshore has promised that our wall design will not change.
  
  Regards,
  ******************
  

• Initial Complaint

  Date:11/24/2023

  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.

  Damage occurred during installation. Installers sloppily cut wood door trim without permission, hit the trim with sledgehammer, used abrasive clearer on bathroom walls therein damaging paint, installed incorrect and much lower priced shower head vs what I paid for, sloppy work on base with the potential to cause subfloor damage from water. Ive contacted the company and salesman and am getting the run around.

  Business Response

  Date: 12/01/2023

  We sincerely apologize to ************************ for her frustrations. This is the first we have been made aware of any issues with her project and we responded in true West Shore Home fashion. Our installation manager immediately called ************************ and then personally visited her. Our Installation Manager and General Manager are personally working with ************************ and we will ensure she is 100% satisfied. 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 customers.