ComplaintsforWest Shore Home LLC

• Initial Complaint

  09/21/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  The company won’t honor the contract for making repairs. Right after we did a contract, they changed names and another company took over. Now they say they will not honor the agreement and want to charge us for repairs. They are essentially the same company and do the same work, they just changed the name. They still have my contract on file. They went from New Bath to West Shore Homes right in the middle of our work.

  Business response

  09/30/2022

  While we understand **************'s concerns, she is not a customer of West Shore Home. Her project was sold and installed by a different company. 

  Customer response

  10/06/2022

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

• Initial Complaint

  09/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  on or around 8-17-22, I contracted with sales rep on a laptop to get a shower redone. I received no copy of contract. so everything was just "explained to me verbally". On 8-25-22 I received devasting news about my health. after discussing my misfortune with my 82 year old husband, we decided to cancel the contract with westshore. On 9-9-22 a different rep came to inform me that I was still liable for 35% of the contracted price. I was flabbergasted to say the least. This is the first time I had ever been told of the 3 day clause to cancel. I have dealt with weatshore in the past and never told of that clause.

  Business response

  09/20/2022

  We certainly understand ******************'s position, but her statements are not accurate. We offered to cancel ********************'s contract with absolutely no penalties if she would provide proof that she was ill. At that point she became hostile and refused to provide proof, or communicate with us any further. We have already had all of the custom made products for ******************'s project made at considerable expense to us. At West Shore Home we pride ourselves on integrity and we are still willing to cancel *****************'s contract with no penalties if she is willing to provide proof that she is ill.

  Business response

  12/06/2022

  ****************** cancelled her project well outside of the cancellation period clearly outlined in her contract. We are upholding the terms of the contract to recoup the money we have already spent to make her custom materials for her project. Should ****************** decide to continue with her project we would be more than happy to proceed.

  Customer response

  12/06/2022

  [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:

  it refuses to cancel this order and threatening to seek payment while practicing horrible customer service.

  I want it publicly noted that any senior citizen should be "Buyer Beware" of this company.  Their practices and lack of good customer service should be advertised.  I will make it my personal mission . while I am on this earth, to make sure no other person is abused by this company. I also hope the BBB refuses to give this company a good rating, as it does not deserve it.
  
  Regards,
  
  *************************

• Initial Complaint

  09/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was told that my contract included a detachable shower head by the salesperson that visited my home. The contract only had item numbers and no pictures. The salesperson sent me photos of what he described as being on the contract. The photos showed the detachable shower head. Upon install, they put in a standard shower head. I contacted the company immediately and they told me the detachable shower head was not in the contract but I could pay over $500 to upgrade if I wanted to. I was purposely mislead to sign a contract that was not what we agreed upon. Bait-and-switch.

  Business response

  09/19/2022

  We would like to apologize to **************** for any confusion regarding his shower head. At West Shore Home we have the utmost integrity. We would never intentionally mislead a customer. We have reached out to **************** and are providing him with a detachable shower head. 

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  4-2-22 we signed agreement with West Shore Home to redo our shower in the bathroom. Agreement for completion date 8-12 weeks. Last day of May they called and said the were having supply chain problems and didn't have our shower door. On 6-13 & 6-14 they were here doing. remodel. We inspected saw a flaw in the material on the back wall. Installer said they could replace it but would have to order material. It is now 8-31-22 and no repair. We had issues with the ceiling; took pictures sent on 6-23-22. It was the middle of August when someone came and putted up some holes. We have called left msg. Never returned!!! ( I even sent email to the Financial Co. ( ***** ***, Alpharetta, GA) who works with West Shore. Nothing!! ) Around 8-17; my husband called West Shore, talked with Alex. He asked to talk w/ Mgr. she said she would give him msg: my husband told her if they were willing to reimburse us some money for our incomplete job we would because we are Senior Citizens and are dealing with some health issues. No Contact from them yet!

  Business response

  09/13/2022

  The Regional General Manager of Texas has personally contacted the customer and a service is scheduled for 9/14 to address all issues. Regardless of supply chain delays West Shore Home strives to provide timely communications with our customers. In this case we did not keep the customer informed and the Dallas team takes extreme ownership to find solutions to improve. Since establishing contact on 9/10 actions have been taken to resolve the communications gap and to restore our customer’s trust in West Shore Home.   

  Customer response

  09/22/2022

  [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,
  
  ******* And *********************
  

• Initial Complaint

  08/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  It cost 11,798.07, the work was done on the 12th of August. There was not suppose to be a payment due for 18 months. They let a finance company called ***** *** take over and have already sent me a bill for September. I have called many times to get this taken care of to no avail. I guess since they have been paid by ***** ***, they are not interested in the repairs to my home. They are suppose to come and install a shelf in the shower, because they did not have everything to do the complete job. They left my home filthy with dust and sheet rock debris. Their commercial is false advertising.

  Business response

  09/08/2022

  We apologize for ********************'s concerns and we already have him scheduled to address any and all issues related to his project. Our Director of Customer Service has personally been in contact with him and will ensure all service matters are fixed to his satisfaction. *******************'s concerns with his loan terms are with a 3rd party lending company, and are unrelated to West Shore Home. That said, we still want to do everything possible to help him. We are working with some other lenders we have relationships with to provide him with loan options that might work better for him. At West Shore Home we will always stand by our customers and do everything possible to ensure they are 100% satisfied. 

• Initial Complaint

  08/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 3/3/22 West Shore Homes was hired to install a door/storm door.$ 2300.00 down payment was paid . On 8/19 west shore returned with a storm door that did not fit and incorrect trim. I told the crew to leave and they informed me a project manager will be calling me. Spoke with this manager who I have never met and I told him i no longer feel confident they can do the job. I left my house to run an errand and the work truck stayed at the bottom of the drive. Manager said he could not address why the door was incorrect since he wasn't there that day. when I returned home after a lengthy, high pressure conversation this work truck was still at my house even though I told them to leave. Their response "we cant leave until they tell us". I told this manager I am canceling this job and I wanted a refund. He said he didn't handle that . I will have to speak to yet another manager. On 8/23 West Shore Homes "Jake" another manager whom I have never met ,called me to request permission to be let into my community. I. did not schedule this appointment . He said "someone in your house made this appointment." This is an absolute lie! This is yet another example of this companies high pressure tactics and bullying . I can not fully express the amount of phone calls dealing with many many layers of people representing this company and yet cannot explain why there product took 6 months to get only for it to be incorrect and now wanting more money to simply cancel this project.

  Business response

  08/30/2022

  While we apologize to ****************** for her frustration the only issue with her project was the trim for her door. At the design stage of her project we explained to ****************** that she had custom made trim and that we would not be able to pre-order that trim. We planned for this issue and were prepared to custom make the trim on-site during the installation of her project. The storm door for her project was the ************ and we would have been able to successfully install it. As *******************'s complaint states we were in constant communication with her. Our General Manager personally contacted her to assure her that we could perform a successful installation. Even though we assured ****************** we were able to install her door she refused and opted to cancel her project. We stand ready and willing to install her door should she change her mind. 

• Initial Complaint

  08/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On August 10, 2022, Heather D with Westshore Homes give me an estimate ($11,711) . to have a walk in shower installed.. I told Heather that I would like time to talk with family and friends. and to arrange for the money since I DID NOT WANT TO FINANCE. Heather said that the quoted price was good only for that day. I FINANCED because I thought that was final. About 4 days later I saw the ad again on TV. At the end, he stated the THE QUOTED PRICE WAS GOOD FOR ONE FULL YEAR. I called Heather and told her about the TV ad and she told me it would be a 35% charge to cancel. I will be 80 years old in September ( so much for financing)

• Initial Complaint

  08/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a shower installed on August 16, 2022, by West Shore Homes Bath and Showers, I have no problem with the installation, However, the problem is with the material used. They hung what seemed to be plexiglass instead of Glass. I was falling in the bathroom and grab a hold of the shower door and it gave me no support because the glass bent and as there was no support on the bottom. This glass is hanging by the top like curtains. I was afraid it was going to break so I released it and fell on the floor. I called West Shore homes to inform them of the problem in hope they would correct it, I was told by a lady name ***** that the manager said they would come out and take down the doors and I could hang shower curtains instead but would still be responsible for the cost of the doors. I'm a senior and I try to make purchases that will help maintain my health and not put me in jeopardy of losing it. I feel this type of doors is very unsteady for me and hope they will consider how we can remedy this situation. However, they seem to think I have no choice from the statement I was given by ***** from the manager. I have since placed a temporary hold on their invoice for payment until we can work this out.

  Business response

  08/24/2022

  We are happy to hear that ************** likes her new bathroom. We have also heard her concerns about the shower door and are addressing them. Our General Manager is personally working with her to explore all options available. At West Shore Home we will always stand by our customers to ensure a great experience, and that they are 100% satisfied. 

• Initial Complaint

  07/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased shower install with window, front door with storm door and windows.First off the shower install was a disaster. Main wall (side) is shorter then the front and back walls making the top uneven ( was later made to look even with silicone). Silicone used keeps molding. (Told it was the local water, dirt behind silicone...) Have gotten silicone replaced only for it to mold again (on the inside) within a month. Say they will just keep coming back and fixing it but for me NOT to have anyone else do. Mold growing from under the hardware that I cannot clean, water drips out of shower head on and off all day. Shower walls are now coming loose from wall and gaps between walls and flooring. Bad fit all around. Window in shower-caulk molding and pulling apart, shrinking. Same with window in 1/2 bath. Several cracks and splits around windows, (walls, trim, ledges) due to rough removal of old windows. Black shoe mark left on new shower floor from bathroom window install. Front door will not fully shut and seal unless you push against it very hard. Door will lock but you can see light on the side and have to force it closed. (Was told this was due to vacuum between door and storm door but this is leaving the house with storm door still open).All issues can be "fixed" but so far it is only a temp. fix plus a day of missed work. Was told Warranty will be voided if I get someone to fix that will do it right. Never had mold issues like this with tub and shower they took out. ****** search states cheap caulk being used. All these issues I would not expect from a company that charges so much for their products and services. Expected so much more for the price. Company comes back and "fixes" issues at the expense of my losing a day of work.

  Business response

  08/08/2022

  We sincerely apologize to ****************** for her issues. Less than 1% of West Shore Home project have issues arise, but when they do we will always stand by our customers to correct them. Our General Manager is personally in contact with ****************** and will oversee the service work until she is 100% satisfied. 

• Initial Complaint

  07/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  4/26/22 West Shore Home presentation on shower installation for an 81, 83 yr. old. Nathan M. did presented and we specifically asked several times if their showers were safe, not slippery; assured us they are! Website says "ANTI-SLIP PROTECTION- We hired and paid $13,881. 7/11 Shower was installed/completed at 9:15 p.m. told not to use until after 7/12 9:15 p.m. 7/13 Parents finally take a shower- Mom uses it- SHE SLIPPED immediately. Then Dad has to use it and HE TOO SLIPPED. They don't have another accessible shower to use. 1:59 p.m. IMMEDIATELY called West Shore reported incident and agent was not helpful. Transferred to Keisha- Manager her solution-"Install more grab bars so they can hold on to". Asked to speak to her supervisor and was given the name of Alex S. Regional manager. That he would be calling- STILL WAITING ON CALL. 2:37 p.m. Called Nathan M. and Left Voice Mail of incident (He sent txt. @ appt. will call when done) 6:17 p.m. Nothing yet- I texted Nathan M. 7:56 p.m. Nathan M. called us, after explaining incident and asking for resolution- his response was for me to purchase Shower Mats at ******* and place them in the shower. My Husband was present for this call. We told him this was not acceptable. He agreed to reach out the next day with further information- has yet to call back. 7/14/22 9:01 a.m. Called Co. to follow up on managers not calling. Spoke to Nika. Reported Nathan M./Keishas remarks. Told a regional manager would call. 9:43 a.m. Tyler called; coming at 11:00 to apply an anti- slip adhesive. THEIR SOLUTION TO THIS. 11:00 a.m. Tyler arrived; adhesive applied. (CAN'T USE IT UNTIL SAT. PARENTS STILL CAN'T SHOWER) ASKED TO SPEAK W/SUPERVISOR- Rob H. (TYLER ASSURED ME HE WOULD CALL ME THAT DAY) TOLD MORE UNREASONABLE REASONS ABOUT INSTAL 4:53 p.m. Called office- no call backs yet. Kimberly would report it to Rob H. AGAIN 6:49 p.m. Text to Nathan- asked about how He agreed to call us back. NO CALL BACK EITHER 7/15 NO MANAGER CALLS YET

  Business response

  07/15/2022

  We certainly apologize that *********************'s parents slipped in the shower. This is not a common issue with our product. *********************'s parents are West Shore Home customers and that is very important to us. We will always stand by our customers. Our Regional General Manager has personally contacted them and we are exploring all options to help her parents. We have presented them with a number of different solutions, including replacing the shower with one manufactured by one of our other suppliers. We will continue to work with The *********'s until they are 100% satisfied with the outcome.  

  Customer response

  07/19/2022

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

*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. ↩