ComplaintsforWest Shore Home LLC

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 17 they installed a new shower, which I am very pleased and happy with it. The work was harder than expected and there were some damages to some of the back walls that it was fixed right away with no problem. My complain is that I installed a brand new storm door and it was damage during the demo and installation of the new walk in shower. I sent pictures to some supervisor and the guy who fixed the walls took more pictures and send them also. Every time that they call to follow up with the patch work I asked about the door, but they always ignore my question or give me an excuse. Now that the walls are repaired, my storm door is still damage and apparently nobody cares. You are a license and insured company so do something about my door. It has scratches all over the frame, the low e glass is damage and scratch and there are fingerprints all over the frame and the glass because they did not have the care to clean their hands covered with glue or whatever they were using before touching the door. There is no way that this will be fix with some paint, and I don't think you can change just the glass, so I want the door to be replaced for a new one because my new door looks like it went to war which means it is not fixable just putting some "*******" to it.

  Business response

  07/15/2022

  We are happy to hear that *************** loves her project and we would like to thank her for being a West Shore Home customer. We have also resolved the issue with her storm door. We have ordered a new door for her, and we will install it for her once it arrives. West Shore Home will always stand by our customers to make sure they are 100% satisfied.

• Initial Complaint

  07/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  January 10 2022 Date of installment Amount $ 10,000 West Shore Home LLC Replacement Bathtub and Shower the install was different from what I ordered the installer put things in the way that they wanted not the way it was supposed to have been done. I have reached out countless times to the Sales Manager no one has called me back therefore no one is trying to resolve the issue. With this company, I was just revenue and I want things to be made right now.

  Business response

  07/19/2022

  We have heard **. ******* concerns and we have responded in true West Shore Home fashion. **. ***** is definitely not just revenue to us, she is part of the West Shore Home family. Our General Manager has personally contacted her and resolved all of her concerns. **. ***** was concerned that her bathroom walls were installed to the height of her ceiling when her contract stipulated the walls should have only extended to a height of 88 inches. This was a mistake on our part and we own that. We have reached a resolution to fix the issue that **. ***** is 100% satisfied with.

  Customer response

  07/26/2022

  [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

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  West Shore Home put a walk in tub in my home. The workmanship was shoddy. Concrete board behind tile had gaps, shelving, towel rack was not placed as asked, measurements were not done correctly to install evenly the smaller racks that were put in (they are crooked). The did not advise that they would put no flooring under the tub, it is sitting on concrete. I have damage to my home including chipped paint, paint that bled during painting, broken marble tile flooring. The job was done in April. The scheduling to finish up the repair to painting, placement of additional towel rack and shelving was scheduled for June 9th. When I called to request some compensation they said that the repair had not been scheduled. They pushed the repair out to July 1. This project has been done absolutely unprofessionally leaving damage to my home and an unfinished project over three months later.

  Business response

  06/23/2022

  We have addressed all of ******************** complaints to her complete satisfaction. We have stood by her in true West Shore Home fashion and she has expressed that she wants the BBB to remove her complaint.

  Customer response

  06/23/2022

  Better Business Bureau:
  
   Satisfaction has been received from repair services provided by westshore home. An agreement for compensation for damages and inconveinancs that have incurred during the course of this transaction has been negotiated and the outcome is acceptable upon payment.   I request resolution and removal of this complaint.   Thank you.  *****************************
  
  Regards,
  
  *****************************
  

• Initial Complaint

  06/07/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On May 21st I had different companies come to give me an estimate on a bathroom remodel for the shower this was all pending being able to refinance my home to make home improvements however during this process the first company that came to visit westshore homes they're sales Representative ***** give me information on a remodel and which I repeatedly let him know that I would let him know if it was something we were interested in I wanted to lock in the special of no money down no interest for a year if I could still get that after we found out whether I'd be able to refinance or not I told him by the 1st of January I would know come to 1st of January I called the office and let them know that my refinance did not go through but unfortunately this is something we're going to have to put on the back burner and I was informed by a manager that I signed a contract that I needed to schedule this it would be in my best interest to get it done or they're going to charge me a 33% reshelving fee because they went ahead and did the measurements and process the equipment and supplies they needed to do my bathroom without even having a contract from me I told them that this was all pending refinance I never agreed to anything they said well the best thing we can do is send you to our accounting and we will be getting the 33% or it would be smart of me to go ahead and go through with the shower remodel. Needless to say my refinance did not go through like I said and this is fraud and I feel like I'm being taken advantage of because they knew this was all new for me and I look like an easy target maybe

  Business response

  06/15/2022

  See attached 

• Initial Complaint

  06/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had a shower replaced by west shore homes in April of 2022, it was supposed to be a 1 day installation, it took 2 days which was fine and not the problem. Because it took two days I personally wasn't there on day two, but my husband was and The fixtures I had chosen where not installed, a different color was installed. When I return I called and said wrong fixtures were installed. I was informed for 700 more they could change them. I just paid 13 thousand to have it done. The sales person used codes for finishes, which were similar to what we had chosen. We were never shown the breakdown for tiers or how the pricing came to be. We were emailed papers that were signed late the night before on a tablet. Looking over the paperwork the codes to us ment bronze, which had been our choice. Other choices had been thrown out there to make the project less expensive. But the difference was only a couple hundred dollars so we went back to the original. The sales person put the wrong finish down, then the company would not make right on the mistake. To say the least every other fixture in our bathroom is bronze except the shower which is nickel

  Business response

  06/08/2022

  We apologize to *******************, but we don't understand why she is upset. It took us two days to do this install because her bathroom was an add-on and it was 2/3 concrete slab and the other 1/3 was sand, which we had to remove and fill with concrete. We had to wait for it to dry before we were able to install her project. We also rebuilt 3 walls for them at no charge and fixed an existing water leak. This caused us to run into the second day. All this extra work that we did is not mentioned in her review. The fixtures in her previous bathroom were chrome and at the time of sale she requested brush nickel fixtures. 6 days after her installation she called and requested oil rubbed bronze fixtures. To make this requested change we offered her a discounted rate. We quoted her a discounted price for this change because we already paid for brushed nickel fixtures because that is what they ordered at the time of sale.  That's when ******************* decided to keep the original brush nickel fixtures that were on the contract. West Shore Home truly went above and beyond for *******************. We performed a tremendous amount of labor free of charge to be able to install her project for the price quoted on her contract. We also offered a discounted rate to change her fixture color.

• Initial Complaint

  05/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a walk-in tub installed on 17 February 2022 and they could not get it to stop leaking and mention they would have to call the manufacture. Then on the 21st of February another technician came out and was able to get it to stop leaking which lasted for about 2 weeks. Then it had a major leak that damaged the drywall in the ceiling downstairs from the tub. We called them and they sent another technician out to review it who said they would need to order a longer screw. It took them about 6 weeks to get the screw and another 2 weeks before they could schedule a technician. That technician showed up and said the screw they ordered is still too short and now they need a seal. I have had the tub for 3 months and was only able to use it for 2 weeks. Now I cannot even get a manager to call me to discuss how they are going to resolve it. I called last week when the technician said they had to order more parts and ask to talk to a manager. A salesperson called me back and said that they understand my frustration and a manager would call me the next day. I did not get a call so I called them again and was told that the one manager was in a meeting and the other one was at an install but one of them would call me back. It has been 2 days and still have not had a call. I do not have another full bathroom in my house and if I would not have paid extra for the shower head I would be sitting down trying to wash off with a wand. Also the shower portion is not very comfortable to use for 10 weeks straight as there is not much room to move around. It is nice for a quick shower ever once in awhile but not a long term solution for a new tub that will not stop leaking.

  Business response

  05/31/2022

  We sincerely apologize for *** *****'s frustration. Our General Manager has personally contacted her, and we have resolved all issues with her walk-in tub. We will be returning to address any issues with drywall and we will make sure that *** ***** is completely satisfied. 

  Customer response

  06/14/2022

  [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 all of the issues are not resolved.  The general manager did call me and they did work on the walk-in tub which I verified that it did not leak however I called the general manager on the 6th of June and left a message.  The tub is leaking again although I was able to get it to stop long enough to take a bath.  In order to get it to stop I have to use my weight to push down on the door.  After following up today another employee called me and set up an appointment for them to come back out and get the manufacture on a video conference to try to resolve the issue.

  Also I find it ridiculous that I had to file this complaint for the general manager to initially call me.  Even after he did call me he mentioned that once he received the screw from an overnight shipment from the manufacture he would let me know a time for the tub to be repaired.  The next day at 3 pm when I still had not heard from him, I called him and was told by another employee that he was able to get the screw from ****'s.  So I waited almost 3 months for them to buy a screw from ****'s that only temporarily fixed it.
  
  Regards,
  ****** *****

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  West Shore Homes came out to quote me on a bathtub replacement. The salesman reassured me the tub was in stock & scheduled a time to complete the work with in a week. I paid a 3rd down ***** on that day. I received a call that the tub wasn't in ********** needed to be rescheduled, we rescheduled for a week later, I again received a call that they couldn't make ******* was rescheduled for May 28th. I again received a call on Monday thar they couldn't come on the 28th so I asked to cancel the order & to be refunded. They scheduled an appointment for a manager to come out & speak with me on Tues May 27th at 1:00. After taking off from work & waiting an hour, I called at 2 pm to see where they were & was advised by one person that the manager had been double booked & couldn't make it to me & different person called & advised that the manager had an emergency. Today 4/28 when I called I was advised by ***** at West Shore Hones that he had accidentally double booked. I just want my $ back & now they are telling me to call them on Sat.I was mislead into paying a 3rd down & promised a job to be done, that's been rescheduled 3xs each of which I took off work to meet them & then an appointment to cancel where no one called me to advise they weren't coming & left me sitting & waiting for a no call, no show.

  Business response

  05/05/2022

  We sincerely apologize to **** for her experience. Even though the delays were beyond out control there is no excuse and we own this as our mistake. We have cancelled her project at her request and refunded her deposit.

• Initial Complaint

  04/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had work done by West Shore Homes last November and was told that the work I was having done was 50 0ff labor ,,charges no interest for two years. I believe it to be a scam , as I have already $250 interest in my first two payments.

  Business response

  04/26/2022

  **. *******'s issue is with the promotion he received from a third party lending company. Not with West Shore Home. That said, we will always try to help our customers, and we have strong relationships with our business partners. We have been able to facilitate an arrangement between **. ******* and his lending company to get him a promotion that is 24 months with no interest. **. ******* also did receive the 50% off installation promotion with West Shore Home. Our Director of Customer Service personally worked with **. ******* to ensure we were able to help him and that he is 100% satisfied. 

  Customer response

  05/08/2022

  [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:They to help 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  West Shore Home was brought in to do a shower/tub remodel. Their original install was in November 2021 and was done incorrectly in a multitude of different ways. One of the things they did was break tile that was remaining in the bathroom. They came back in a month a fixed the other things that were wrong with the install however our broken tile remains. They informed us that they would need to get a third party tile company involved to fix the problem. The third party tile company was unable to replace the broken tile. West Shore was unable to provide other options to help fix the problem. I informed them that the 2 options we propose to the is that they cover replacing all of the tile in the bathroom (not just the broken pieces) OR they can reduce the price of the remodel by $3000 (the original price of the install was over $10k). I was told that they were raising our concern and proposal to the corporate level and have heard NOTHING back. What was advertised as a 1 day bathroom remodel has turned into a 5 month (and growing) nightmare.

  Business response

  04/13/2022

  We would like to sincerely apologize to ******************** for his experience. We take an immense amount of pride in the quality of our work and that is why we have an A+ rating with the BBB. Errors in workmanship happen in less than 1% of our jobs, but when they do we own our mistakes and work diligently to ensure we provide an experience to our customers where they are 100% satisfied. We have owned this at the highest levels of leadership and our Director of Customer Service has worked personally with ******************** to ensure we have met all of his expectations. We have resolved all of his concerns with West Shore Home workmanship, and hired a tile company to repair any damage to his tile. We would like to thank ******************** for being a West Shore Home customer and for giving us the opportunity to stand by him to resolve this matter.

  Customer response

  04/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory.
  
  Regards,
  
  *********************
  

• Initial Complaint

  03/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 15,2021 We had seen advertisement for West Shore Homes for remodel showers and bathrooms. So we contacted rep from West Shore Homes he came out and we decided to have are showers redone and so west shore homes came out to do the install and from the time of install was one problem and disappointment after another they where never on time and they left the bathroom a mess day after day and we had to call them several times to come out and fix problems that they had made that wasn't even in the contract the installers took it upon themself to make changes and leave the bathroom with holes that should have never been done but we worked with them at there time and Pase and finally wasn't satisfied but satisfied enough to except there unprofessional business and then was shocked when are son moved a cabinet and behind the cabinet was holes that was made by the installers because the wall is connected to the bathroom shower we where so shocked and disappointed and then shortly after we came a cross that incident the shower in the second bathroom started cracking and mold has set up and so we tied to contact west shore homes and they have informed us we never had showers installed and never did business with them instead of going round and round with them we decided that the next step was better business bureau my wife and I are 80 years old and can not take on the mental headache of fighting for the correct installed that we are now paying for and the amount $20,000 dollars and we feel that we where taken advantage by west shore homes. and we know that west shore homes pride themselves as a reputable company that does the best bathroom installed ever what we are asking for is for west shore homes to come out and rectify the problems that they created and treat us like there advertisement on a day to day bases and stand behind the guarantee of service and there credibility of (THE REST OF PROBLEM DESCRIPTION IN UPLOADED SUPPORTING DOCUMENTS

  Business response

  04/04/2022

  We would like to apologize to ****************, but we are having a hard time understanding the reason for his review. *****************'s project was installed in September of 2021. We were made aware of 2 issues at the finish of the installation. Both issues were rectified immediately. We have had no contact from **************** since September of 2021. We have attempted to contact **************** almost daily since he filed this review, but we have had no success establishing communication. In addition to calling and emailing ****************, we have personally gone to his home in hopes of contacting him. We have left business cards at each of our visits but he still has not contacted us back. West Shore Homes takes great pride in standing by our customers. That is why we offer the best warranties in the industry. We will continue to try to establish communication with **************** and we stand ready and willing to address any concerns he may still have.

*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. ↩