ComplaintsforWest Shore Home LLC

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

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

  Business response

  08/14/2023

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

  Customer response

  08/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************
  

• Initial Complaint

  07/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  06/29/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  06/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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. 

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  03/01/2023 West Shore Homes Sales representative ***************************** met with us and reviewed the desired project in our bathroom remove garden tub, remove tile that is in the area to be replaced, replace walk in shower (expand the area in new one, replace pony wall, wrap around wall where garden tub was located) After a couple of follow up visits (make measurements and verification) we signed the contract with free installation included and a discount. We opted to go with 12 months no interest, no payment.West Shore Homes does not do tile installation and glass work, we had to fend for ourselves to hire contractors to do the work which we accomplished and scheduled to have done after their work was completed.4/11 -4/12 West Shore Homes did the demo and initial installation there was a scheduled service call for 4/24 to do some minor repairs cover up the exposed parts of the wall and to resolve the cap on the pony wall to fit properly.On 4/13 contractor for the glass came in to do the measurements and pointed out that the pony wall was not plumb that the top of it was 1.5 off alignment We contacted West Shore Homes (*********************** service manager) and have been trying to get the following installation errors resolved since.Right side of shower stall edge has waves, not plumb,Pony wall not plumb Pony wall cap needs to be fixed Several other minor repairs that they have done There has been problems with them getting the materials to complete the job and they are having internal communication issues in conveying the scope of work. I have provided details and pictures of all the items that need to be resolved.West Shore Homes is not responsive to our inquiries or keeping us posted regularly on what is being done.

  Business response

  07/10/2023

  We sincerely apologize to ************** for the issues associated with his project. Our General Manager and Director of Customer Service immediately got involved as soon as we were aware of his experience. We have resolved all of ****************** issues to his complete satisfaction. at West Shore Home we have issues arise with less than 1% of our projects. When issues do arise they immediately become the most important thing and we will always stand by our customers to ensure they are happy with the outcome. 

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had asked West Shore Home to come to my house for an estimate to replace a peeling bathtub with a walk in shower. The salesman measured my tub and gave me an estimate of roughly 18k and said it was good for a year. I told him I would wait a year. Then a day or two later, I got a call from West Shore that they wanted to send someone to my house to give me a lower estimate. They said they would knock 5k off so I applied for financing and got it. They said I could wait a year to start paying on the loan so I signed the contract on 5/9/23. They sent an installer named ***** two weeks later. ***** was installing the shower upstairs while I was working downstairs. When I went back up hours later, he had already taken out the tub and installed the shower walls and shower pan. I noticed there was about a 3 or 4 inch gap in the floor where the vinyl sheet flooring was cut from where the tub had been. The shower pan did not go all the way to where the tub had been so there was a gap. I asked ***** if he had cut my flooring. He said no and that the shower pan they gave me was a 32 inch pan and they should have given me a 34 inch pan. So he put a 4 inch ugly piece of white crown molding over the gap from the tub. I complained to his manager ****** that it didn't look good and the pan was too small. He came to my house and said they wouldn't replace pan. They sent a man named **** to put matching crown molding on gap. **** said he was the fixer they use to correct mistakes of installers. He didn't tell me the small pan was too small before caulking it in the shower.I stood in shower a few days ago and it is too small with door closed. I met with ****** a second time and asked him to replace pan. He said it wasn't their fault and it was measured correctly, but it doesn't go to edge where tub was. Now I just want a refund. They are dishonest and do substandard work. My shower is not like pics on their site. I lost several inches from shower due to small pan. I was cheated.

  Business response

  06/22/2023

  We have heard ****************** concerns and responded in true West Shore Home fashion. We have addressed all of her concerns to her satisfaction and provided complimentary upgrades to her project for the frustration. We sincerely apologize for the breakdown in communication when designing her project. At West Shore Home we have issues arise with less than 1% of our projects but when they do we always stand by our customers, always do the right thing, and always ensure that at the end our customers are 100% satisfied.

  Customer response

  07/06/2023

  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. 

  The company re-installed the shower so my complaint is resolved.
  
  Regards,
  
  *************************
  

• Initial Complaint

  06/06/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We have not received a cancellation email from this company. We were pressured into signing on the spot to get the "deal" with no time to read a 37 page agreement that was sent to an email AFTER signing an ipad box with no context. The salesman never offered for us to read the agreement nor did he mention the 37 page document or cancellation fee. We cancelled 2 months before install and they are telling us we owe 35% of the 11K. We want to cancel and move on from this company.

  Business response

  06/23/2023

  Our Director of Customer Service has spoken with ****************** and we have cancelled her contract at her request.

  Customer response

  07/06/2023

  [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 as long as we are not held responsible for any cancellation fees.
  
  Regards,
  
  *************************
  

*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. ↩