ComplaintsforWest Shore Home LLC

• 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

  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

  06/15/2023

  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,
  
  *************************
  

• Initial Complaint

  05/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had west shore homes come out to do an estimate for my bathrooms. They quoted me a price I signed a contract bit I changed my mind a week or two later. They told me that of I want to cancel I would have to pay a cancellation fee which is 35% of the cost. They agent did not inform me of this at time of the consultation. Now I am having to pay over $8000 for no work. I am trying to call them back to at least get one bathroom done since they want me to pay this fee. I am not able to get anybody to answer.

  Business response

  05/24/2023

  We have spoken with ************** and have her project scheduled for installation. We were able to redesign her project to be more conducive to her budget and we are excited to install a beautiful new bathroom for her! 

• Initial Complaint

  05/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  During the quote the salesman told me the a window kit was and additional $300. When I asked what kind of window I would get, he told me a standard slide up and down frosted window. 05/19/2023 was the date of the install, and as the install was finishing I asked when he would install the window. I was told the window kit was just the framing around the window by him. When I called the salesman he denied saying I would get a window even though he said it in front of myself, my pregnant fiance, and her mom. I have been trying to resolve this issue with them and was finally able to talk the the district manager ****. He claimed the salesman was new and misunderstood. Then proceeded to try and sell me a window of upwards of $600 even after I spent close to $13,000 just to have the shower area redone. I attached and image of the window below. All I want is the window replaced like the salesman said I would.

  Business response

  05/24/2023

  We certainly apologize to ************** if there was any miscommunication regarding a window. ************** actually contacted us a week before his installation and it was explained at that time that he did not purchase a window from us. ************** then said he would purchase and install a window from ****** if we would trim the window with our acrylic when we installed the bathroom. We absolutely wanted to provide ************** with the best experience possible so we happily agreed to his request. ************** ended up deciding not to purchase the window and we executed a perfect installation of his project. We would like to genuinely thank ************** for being part of the West Shore Home family and once again apologize for the miscommunication. 

  Customer response

  06/15/2023

  [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:
     I don't know if the company is confusing the timeline or if they are blatantly lying, as I didn't get a call a week before the installations and the conversation, they are speaking of took place the week after the install on May23rd with the district manager. So, I'll let me clear a few things up with the timeline. 
  May 19th (The day of installation) :
     A little after 8am the installer arrived and showed me the walls and the tub asking if they looked right. The faux grouting on the walls was not as noticeable as it was in the images the salesman showed me, and though disappointing, it wasn't problem enough for me to cancel the install. I was more upset that the salesman over emphasized the incline on the back of the tub to which I attempted to contact him over SMS. It took two hours before he got back with me. In that time, I decided that it didn't matter anymore, and I needed install to happen because the installer had already started the demo, and this was my only functioning bathroom. 
     Sometime after 1pm the installer had started installing the new materials which should indicate that the bathroom had been fully demo'd. I was a tad confused as to why he was putting plywood up before removing the old window, but I don't do home remodels, so I opted to let him do it his way. In the meantime, I ran to ********* on my lunch break to get my pregnant fiancé and I lunch. Upon my return I saw the installer cutting into the siding. I went and checked the progress in the bathroom and the old window was still installed. I questioned the installer at this point asking him when he would remove the old window because I didn't want the new siding to be damaged when he’d be removing the old window. To which he said, "I didn't get a window", this was the last straw for me because I was paying $13,000 for a shower and the installer wasn't going to put in a window. I decided at that point to call the salesman to clear thing up asap and have a window brough out immediately before the installer stared putting up the siding. At 1:47pm I called my salesman . When speaking to him, he told me he never promised me a window and that he has sold dozens of window kits and they never come with a window. This was an absolute lie as we were outside at the time in front of my fiancé and my mother-in-law when the conversation took place. When we were speaking about the window kit, I asked him what they would install, glass block or a standard window in place of the existing window. He even went as far as measuring the window from the outside of the house. To which he replied, "Just a standard, slide up and down, frosted window". Frustrated with the salesman I hung up and contacted the company directly at (************ at 3:57pm. It took me a while before calling because I was busy with a project at work. They were actually very kind on the phone, and I ended up speaking with the sales manager. He told me he understood my frustration and wanted to put me in contact with the district manager, but it wouldn't be until next week because it was a Friday afternoon, and he may have already gone home.
  May 22nd (Three days after install) :
     At 12:33pm I called West Shore again at (************ to see when the District manager would call. They told me to wait until tomorrow and call back if he hasn't gotten back with me by then. I then got a missed call from ###-###-#### to see how the installation went. It was standard procedure for them and had nothing to do with the district manager.
  May 23rd (Four days after install) :
     At 1:17pm I got a call from the district manager. During the call he came across as apathetic and careless of the situation. He made the excuse that the salesman was new and that he didn't understand that the window kit did not include the window. Then he proceeded to try and sell me a $600 window. He told me if I measured the existing window, he could bill me for it and have someone out to do the installation. I told him I would need to speak to my fiancé and call him back. I called him back at 1:30pm and declined the purchase and told him that I may need to take legal action if this isn't resolved, as I have already paid 3x what it would have cost to have any other installer do my shower. The only reason I went with them was for the lifetime warranty, to be sure that it was done right, and because I wanted to have a nice clean shower for my son who is due in November. The only response I got was "Okay, I'll let our lawyers know". Since then, I have left a google review, filed a complaint with the BBB, and filed a dispute with ********.
  Conclusion :
     All in all, I have been scammed out of a substantial amount of money through lies and deception. The salesman will do anything to get a customer to sign the paper, including lying to a pregnant couple. Frankly I am very disappointed with the company. Please look over the call and text records I’ve submitted, as well as the pictures of the installation and tell me if it looks like a $13,000 job. On top of that the caulk work looks horrible and the windowsill is slanted. It is supposed to be level horizontally but be graded toward the tub, so water doesn't pool. But the installer did the best he could without installing a new window so I signed his papers so he could go home. Here's a quick list of the salesman's lies.
  Salesman's Lies :
  1. The siding would be 1inch thick (It is only 1/2 and inch thick)
  2. He could remove the 2inch closure on the right side of the shower (installer said they couldn't)
  3. The siding did not look like it did in the images (more deception than a lie)
  4. The incline on the tub wasn't as pronounced as in the images
  5. He told me the soffit would be removed, but it wasn't in the installer’s notes. Luckily, I caught it in time.
  6. My subfloor under the tub is dirt and I was told it would be concreted (No concrete was put down; they stacked the tub on 2 pieces of plywood)
  7. Obviously the thing that was the last straw... I never got a window like I was promised.
  So much for "Quality".
  
  P.S.
  
  I cannot submit the SMS messages because it BBB only allows up to 5 images.
  Regards,
  
  *********************

• Initial Complaint

  05/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a representative come to give me an estimate and signed a contract. Giving him a signed check for deposit. I canceled the contract on the 2 nd business day and they will not send my money back. They cashed my check the day I signed the contract It has been 11 days since they cashed my check

  Business response

  05/24/2023

  ***************'s statements are not accurate. She cancelled her project 6 days after signing the contract and we fully refunded her deposit to her immediately. There was a delay in the funds being returned to her because of processing times with her personal bank. 

• Initial Complaint

  05/15/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  my name is *******, I am writing this for my mother who is 74 years of age and has health issues. While I was in Mississippi, tending to business, my mother seen a commercial about getting bathrooms done in a day and called to have someone come out and give her a quote. A gentleman by the name of **** came out and gave her a quote of around $17,000 to do a lot of work in one day in her bathroom. she told him on that day that she had medical bills and issues and would have to think about it and he told her that she had up to a year to schedule or decide if she wants to do it. He had her sign paperwork on his computer, which she already is not really good with and she reiterated with him that she has a lot of medical bills and wasn’t sure if she was going to be able to do it and trusted him. With me being in Mississippi. She knew she had to run it by me and my brothers so we could look at what Work was being done and how much things were. A lady called to schedule it .My mother told her to cancel it because she knew after figuring out all her finances that she couldn’t afford it but the lady that called just said to her how about we push it out a few weeks and we will see if you can afford it then. My mother again is 74 and doesn’t know how to really say no to people when they’re pushy so she agreed figuring I would be back. The lady called back a few weeks later and by this time I had spoken to my mother and told her absolutely not because one of my other brothers is a contractor and worst case is we could do the work for much less. Well when she told her to just cancel it and the lady just acted like she didn’t hear my mom she then told her well will put you off a few more weeks but instead my mom received a letter stating that there was a 35% cancellation fee. That total is over $5500 for work that will not be done which my mom had no clue that, there was a cancellation fee especially at 35%. This sounds very much like them trying to take advantage of the elderly. 

  Business response

  05/18/2023

  Our Director of Customer Service personally spoke to ******************. After speaking with her we have decided to cancel her contract with absolutely no fees. Although the terms of her contract were violated, and technically ****************** should have been charged a fee, West Shore Home is a company built on ethics and integrity and we always do what is right.

• Initial Complaint

  05/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  They won't stop calling. I entered a ******** giveaway and they've called my phone multiple times a day every day since. Its been weeks. Please stop calling me. I wouldn't even take something free from this business at this point.

  Business response

  05/18/2023

  We have place ****************** on our do not contact list. 

  Customer response

  05/31/2023

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

*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. ↩