ComplaintsforWest Shore Home LLC

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  West shore installed a shower for us and we have had to have them come back 3 times already because the clear caulking they installed turns brown after a few months. they came back 2 times and tried to fixe it. they are coming tomorrow to repair it again. E ach time we cannot use our shower for up to 48 hours. Its the only full bathroom we have in the house and is a big inconveniance for us each time we have to have them come back and make repairs. we asked them to take it out and see why it does this but the refuse to do that. We think we should be compensated for their mistake and our inconveniance

  Business response

  01/25/2022

  We apologize for the frustration **************** has experience with some discolored spots in his caulking. It is highly unusual for an issue like this to reoccur but that is why we offer the best warranties in the industry. If an issue arises with a West Shore Home project we always stand by our customers and make it our top priority. We will take all necessary steps to ensure **************'s issues are resolved and he is 100% satisfied. 

  Business response

  04/18/2022

  We are going to stand by *** ****** and honor his wishes. We are going to install a completely new bathroom for him to ensure he is 100% satisfied with his project. 

  Customer response

  04/20/2022

  [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,
  
  ****** ******

  they are going to replace the entire unit on4/25 .

  we will see if they problem is resolved in a month or 2 after the replace it

• Initial Complaint

  12/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife & I contracted Westshore Homes for a new shower. Unfortunately, I couldn't be present when they came to give us a quote. Price was over 10K!! NOT including shower door or glass surround & that cost was with 20% off that they offer if you sign deal that day!! The previous shower was already demoed prior to them coming out to install so hard work was already done! After install, I was most unpleased by the craftsmanship of work, materials used, and all around the overall finished project. In 8 hours they installed 2.5 acrylic panels and ahower fixtures; no glass or door, unfinished drywall work and just an overall extremely poor job. The shelf on the half wall is sagging, which will hold water, and the back wall panel is bowed out, which will create an issue for any glass installer. Not to mention, these are supposed to be seamless panels cut to size. They did not measure correctly, one panel was too short, so they piece milled it together. In doing so, they used random trim pieces along the length of the wall in an effort to hide the seams. Trim pieces will also creat a problem for glass Install. I called WSH & spoke with project manager & lead manager, both were very arrogant on the phone, and said well your wife signed a contract and that I was basically out of luck. I refuse to pay over $10,000 for a project with such inferior material, cheap quality, and such little yet poor labor and time. I would like to have them come out and remove the shower install and give us our refund. I went as far as asking for the CEO, Mr. W******'s email/contact info, in which I was denied. This company is a scam, not to mention their customer service is by far the worst I have ever dealt with. They do not care about their customer at all. Their goal is to pressure you to sign the contract THAT DAY (hence the one time promotional discount of 20%) and if you do, then they've got you right where they want you!! Afterwards, your satisfaction is no longer a concern.

  Business response

  12/20/2021

  **************'s statements are not accurate. ****************'s wife purchased a project from us without his knowledge and now he simply does not want to pay. We take great measures to ensure our customers are involved with every step of designing a project that meets all of their needs. We then have multiple steps in our process to confirm the custom products they have ordered. **************** spent quite a bit of time with us designing her project. She then applied for, and agreed to, financing terms with a third party lender to ensure we could install the project she designed. 

  Customer response

  02/08/2022

  We have been in contact with the ******** which is the company that holds the loan, we did the financing option because our builder was supposed to pay for it under our home warranty but they have not released any funds because we are waiting on a resolution which is going against us since the loan is in our name and we do not feel comfortable neither does our builder in releasing any funds for an incomplete project and inferior product . 
  ******** said we should call west shore and keep asking for the next person up, Like the boss of the guy we have dealing with before i started this complaint, In his exact word the supervisor said that is "not happening" as we asked for the next person up and they said that was the CEO Mr. W***** which we can not get a hold of.
  Please help, This has been going on for over 3 months, we have a shower that does not work and is incomplete. we are 100% unsatisfied with their product and installation and want it removed or i can remove it and to cancel the loan, our home builder agrees with this as well since they are the ones that are paying for the project in the end.
  
  Thank you!
  ***************************

  Business response

  02/09/2022

  The statements of ****************** are untrue, and this has become a legal matter. Please do not post his response as they are defamatory. ****************** has a valid contract, valid loan application, and an installed project. Subsequent to the installation ****************** called us and said that his wife bought the bathroom without his knowledge, said he was not going to pay for it, and demanded a full refund. When we explained our stance, he then said he had numerous complaints with the quality of workmanship. We have offered to address any concerns he has but he has refused to allow us to do so. West Shore Home stands ready and willing to address any concern in workmanship that he has but he is unwilling to communicate with us to that effect. He simply does not want to pay for the project. 
  
  Mark D*********
  West Shore Home

• Initial Complaint

  11/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sept 18, 2021, I met with sales rep G. M****** to discuss bathroom shower installs for 2 of my rentals. The salesman offered his best price of 8900 for the 2. I asked 3 different times if this price was correct and was assured it was; he gave me the usual song and dance sales pitch, (meaning they wanted to do the installs of my remaining units) hence why the price was so good; however it was at least 1500 higher than even the highest high end installer (** **********, etc.)My 1st mistake was not immediately reviewing the contracts because the salesman pulled a bait n switch. He charged me the full 8900 for EACH bathroom instead of the promised combined total. He credited me 1000 on one rental & charged me full price on the other.installs were completed Oct 5 & 6 2021. just a week or so after the installs I got calls and texts from my tenants with issues with both sidewalls of the showers coming loose from the wall.; caulking pulling loose, with posterior drywall and studs becoming exposed (a real threat of water damage)One shower did not go all the way up to the ceiling; instead stopping at the crown molding (un caulked and unprofessional-looking) & the shower bar was installed too high and too far out; allowing water to drip onto the floor and down into my HVAC vent. They had someone come out and make the repairs, then on Oct 29th I started to get calls and texts from the salesman, then his manager asking me to please "resign" the loan documents because the finance co. needed to separate the addresses After some back and forth with the salesman and the upper management team is when I caught the" bait and switch" on the contracts.. I immediately contacted the mgr Mr P. W******** and I was not happy at all with what this salesman did. granted, I should have reviewed the contracts, but this guy lied to my face. all that Mr w********* could offer was a disingenuous "I'm sorry you feel that way'" ,"you did sign the contracts, sir" boiler plate scammer BS

  Business response

  11/24/2021

  ************'s comments are not an accurate representation of his experience. ************ signed two separate contracts for two separate properties with full knowledge of the cost and scope of work. At West Shore Home we are fully transparent in our pricing and never misleading with our customers. Each contract requires multiple signatures by the customer to verify the details of the project, and the cost associated with the project. ************ is simply trying to avoid payment now that the installations have been completed.  

• Initial Complaint

  11/19/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  A West Shore Home consultant come out and provided presentation on a bathroom renovation, took measurements and quoted a price of $16,000+, He ran my credit without telling me it would be with two different companies, I was approved, he then also explained it would take a couple of months before starting the job, I told him I needed to think about it before starting because of the length of time and the cost. I called back the next day and cancelled the contract, which was within the 3 day waiting period, then I start getting notifications that two new trade lines were added to my credit one with ********* ***** Finance for $12,000+ and one with ********* Home $4,329 after investigating I found out the these were the companies I was approved for financing with and West Shore Home did not call them to cancel the contract so I had to call both companies explained that I cancelled contract with West Shore Home and disputed both charges with both companies, they are both informed that they would contact West Shore Home so we all are waiting to get a response from West Shore and for the companies to get money back from West Shore Home and I am waiting for all of this to be cleared up.

  Business response

  11/29/2021

  West Shore Home works with multiple lenders to provide great financing options to our customers. We worked diligently with ******************** to find lenders that were willing to approve her financing. When ******************** decided she did not want to move forward we immediately cancelled her project with absolutely no cost to her.   

• Initial Complaint

  11/04/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I had a sales rep come to my mobile home/trailer October 25,2021 to give me a quote to change my bathtub to a shower. A quote was presented, 11k, and I reluctantly accepted the cost proposal. The loan term was presented, 16 yrs at $99/month. Legally I have 3 days to cancel the contract without penalty. I called the West Shore office the morning of October 26th at 830am. I spoke with customer service, requesting the project work order to be cancelled. I was asked why I was cancelling the project. I cited that I live totally on social security, and at some point I will need to purchase another vehicle for transportation. A 16 yr lending note would land me well into my 80's. To refinance the note through my local bank is not an option when I live solely on SS. I Received a call back from another customer service rep 3 days later, stating the project would be cancelled with out penalty. I requested an email confirming this cancellation. However, instead a credit check was run on me, and I received a loan packet from the lending agency, Greensky. I have received no confirmation of this project being cancelled. This is totally unacceptable, and very poor customer service.

  Business response

  11/15/2021

  *** ********s project was cancelled with no penalty on 10/26/2021. The credit check and paperwork she received were from her initial loan application on 10/25/2021.  

  Customer response

  11/24/2021

  [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

  11/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a sales manager show us pictures of bathrooms and I wanted marble. He never in the 11/2hrs did he tell us the product was acrylic not marble. The commercials never say anything about acrylic. They are false and misleading. They advertise 1day install, mine was two and could not use it another 24 hours for it to sit. You would think for $16,000 it was marble not marble looking. The gentleman Chad who is some type of manager was condescending, he says well that's all we sell is acrylic. I asked how am I supposed to know that nowhere does it say that, not even the commercials. Misleading, we also had wall damage which they said they would repair however its wallpaper and will cover the one wall. I am at witts  end and cannot seem to be able to talk to corporate. Please help so they don't do this to others. Thank you.

  Business response

  12/02/2021

  We would like to apologize for *********************'s frustration. We sell a custom made acrylic product that is the best on the market, and we back our products with the best warranties in the industry. We take great steps to ensure our customers are intricately involved in every phase of the design process. We also show our customers the products before we ever install them. We have been in contact with ******************** at the highest levels of leadership and our Regional General Manager is personally working with ******************** to bring her project to a place where she is completely satisfied. 

• Initial Complaint

  09/30/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ****** (****************)To:you (Bcc) + 1 more Details ******* and Owner Poor quality does not meet our expectation, showed the sales my master bathroom shower as a sample of what I expected. Will not pay until quality concerns our addressed. 10K for plastic. No tile, no door. You did not live up to buyers expectation. The tactic just speaks to the quality of work/product you provided.************************* ************ cell -----Original Message-----From: ***************************** <******************************************************>To: ****** <****************>Sent: Mon, Sep 27, 2021 8:10 am Subject: RE: Dispute poor quality workmanship customer satisfaction ****************-After speaking with the General Manager we will not change our position, the balance of your bath installation is due in full. You signed a contract and initialed the work order for what was installed. Thank you, ***************************** | Asset Recovery Corporate Office |Finance| Accounting ****************** Mechanicsburg, PA ****** Email: *****

  Business response

  10/01/2021

  *************** statements are inaccurate and misleading. We provided a perfectly executed installation of his project. At West Shore Home we take great pride in providing our customers with a great experience and the best products. Our customers are intricately involved in the design process. Our customers pick all of the custom products and design the project exactly to their specifications. At the completion of the design process we provide our customer with a picture of exactly what the bathroom will look like and check, and then re-check, with the customer that the specifications are exactly what they want.At each step in this process we request the customers signature to confirm the specifications, which **************** did. We also keep the customer involved at every step of the installation of the project. We show them the materials before we begin the installation and have them inspect the work as we progress.At the completion of the installation we thoroughly inspect the project with the customer and when they are satisfied with the results, we request a signature confirming customer satisfaction. **************** was satisfied with his project and signed the final form confirming his satisfaction. After the installation of the project and confirming with **************** that he was satisfied, he stated very simply that he could no longer afford the project and was not going to pay. **************** statements about the scope of work, the products used, and the installation are untrue. Therefore, we can only deduce that ****************' complaint is an attempt to avoid payment.

• Initial Complaint

  09/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In July of this year 2021, I signed a contract for a Tub to Shower conversion, having to finance with ***** *** Loans. On August 30 and August 31, 2021 two workers by the names of: *** and **** took 2 days to remove my tile, tub and Bath Fitter Wall system. This created a huge mess in my home that I a Senior Citizen with many health problems had to clean up. I asked to have a Glass Shower door put in when I made the purchase with the sales person ***********************, who told me I COULD NOT HAVE A SHOWER DOOR, he never stated why? So a Shower Curtain Rod was installed, ( BUT IT WAS PUT UP WAY TOO HIGH AND CROOKED)making the bathroom floor slippery and unsafe. We have called numerous times to ALL THE PHONE NUMBERS LISTED FOR WEST SHORE leaving messages and no one returns our calls? Friday, Sept. 17th someone came and stated his Manager will call me to rectify my problems, but I have not heard from anyone since! When will this job be COMPLETED CORRECTLY AND FOR MY SAFETY!

  Business response

  09/30/2021

  We would like to sincerely apologize to ***** for her issues. When we make a mistake we own it and will always do what is right to stand by our customer and rectify the situation. We have been in contact with ***** at the highest level of leadership in Philadelphia. Our General Manager has personally been in communication with her and is overseeing the remainder of her project. We are addressing all of her issues, including providing her with a shower door at no cost to her. The customer experience is of the utmost importance to us and we will go above and beyond to ensure that ***** receives the experience she deserves as a West Shore Home customer. 

  Customer response

  11/15/2021

  
  West Shore Home finally got in contact with me and had there Service Manager, Ray and General Manager Barry V******* come out and have the entire shower removed and replaced with all new walls, shower pan floor, shower head, rails and a glass shower door two weeks ago, on October 22nd and because of the long wait and bad work done credited me for $1000.00 of the balance due. Thank You Hopefully all will be good now! ***** * *******

• Initial Complaint

  09/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  WestShore Homes entered into a contract with my parents on 8/19/2021 who are in there late 80s for a walk-in shower for $99 monthly. My parents received a letter in the mail from 2 creditors that they were denied credit for the installation of the shower. At that point they were under the impression that the shower was not going to be installed until Westshore Homes showed up one morning to install the shower. Westshore Homes had not communicated with my parents that they were eventually approved with another lender for the install. Come to find out they were approved with another creditor with a 14.99% interest rate which my parents were going to be paying a lot more for the shower than they expected than the $99 monthly fee. My parents concluded after discussing with myself and my brother that the walk-in shower was not affordable with their limited income. My parents are being charged $3600 which is 35% of contract price to cancel. They should not be responsible for the entire 35%.

  Business response

  10/04/2021

  West Shore Home is proud of the fact we do not discriminate and are honored to bring happiness to our customers regardless of age. When a Design Consultant visits a potential customers home they always ask if others need to be involved to avoid situations where a power of attorney exists, or the customer would like additional support. In this case the homeowners did not request the involvement of their son or daughter. West Shore Home can help our customers with great financing options. This complaint is misleading in stating that the customer "came to find out" or was surprised by the terms of a finance option. West Shore Home can find finance options for almost all our customers, but the legal agreement is strictly between the customer and the finance company. The ***** agreed to, and signed for, the terms of 14.99% interest and a higher monthly payment after being denied funding by other finance companies. West Shore Home would never schedule the installation of a project unless the customer themselves picked the date of installation and were approved for financing. The ***** agreed to the financing terms with full awareness of what they were, and the Reeds picked the date of installation. It is not accurate to say that we simply showed up to install their project without communicating with them. The ***** then denied the installation once their children became involved. A clause in our contract requires a fee for late cancellations to recoup our loses in purchasing custom material. The Reeds entered into a contract with West Shore Home with zero money down. After the three days right of rescission West Shore Home purchased the custom material from the manufacture. West Shore Home stayed in consistent communication with the ***** and worked diligently to find a financing option they would be approved for. Once financing was in place, we stayed in consistent communication with them to schedule the installation of their project. At West Shore Home we pride ourselves on our integrity and we would never do anything to "take advantage" of our customers.

• Initial Complaint

  09/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contracted with West Shore Home on 05/27/2021 to have full window and slider door replacement - included 6 windows and 1 slider door.Work scheduled to commence 08/18/2021.Work moved up to 08/11/2021 and completed that day.It was noted on the day of installation and brought up to the work crew and called to the corporate office that NO PERMIT was pulled for the work as per the contract. To this day, there is no evidence of them pulling the permit for window replacement and it is noted that permits are required when windows are replaced with different glazing than the originals. Secondly, it was noted on the day of install and confirmed on the day following install that at least 5 of the 6 windows and the slider door were not functioning properly. The window sashes did not seal completely at the top or bottom within the frame and had visible air gaps. The slider door is very difficulty to slide open and closed. 5 windows need replacing and the slider still needs to be adjusted.

  Business response

  09/15/2021

  All permits have been requested, approved, and received for ******* project. Our General Manager has personally been in contact with ***** and we are addressing all of her concerns. At West Shore Home we pride ourselves on integrity and we always stand by our customers. The customer's experience is extremely important and we will ensure that ******* project exceeds all of her expectations.

*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. ↩