Complaints

This profile includes complaints for West Shore Home, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  West Shore Home, LLC

  3 Crossgate Dr Hampden Township, PA 17050-2459

  
• 

  West Shore Home

  961 Primrose Ct Lexington, KY 40511-1242

  
• 

  West Shore Home, LLC

  4744 Bridgeway Ave Columbus, OH 43219

• 

  West Shore Home, LLC

  220 Charis Dr Moody, AL 35004

  
• 

  West Shore Home, LLC

  1320 Appling St Chattanooga, TN 37406

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October of 2022, we got a new shower installed from West Shore Homes and loved it, but it's all great until something breaks. I asked for a permanent shower curtain bar but they installed a spring loaded bar. Yesterday the heavy (metal) bar fell on my head. I immediately called and asked for someone to come and install a permanent bar that I had asked for. The person answering the phone could only read a script that required me to sign a form consenting to pay a $150 trip charge. In my pain and suffering, I would think that would not be necessary. Today my head, neck and back are sore from this. After paying over $15,000 for a shower, this should not be happening.

  Customer Answer

  Date: 01/23/2024

  West Shore Homes came out today and fixed the issue and did not charge me. Please remove my complaint or mark resolved satisfactorily. Your help is appreciated.

  Business Response

  Date: 01/24/2024

  We sincerely apologize for the miscommunication with **************. He curtain rod is still covered under warranty and we are happy to replace it with a fixed/mounted curtain rod. We have already visited ****************** home and installed a fixed curtain rod at no charge. We again apologize for the miscommunication. At West Shore Home we will always stand by our customers when an issues arises. 

  Customer Answer

  Date: 01/25/2024

  [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

  Date:01/16/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am 87 years old. I broke my leg, and I need some new accessibility features in my shower. I wanted to replace the glass door and add a seat and a shelf. I was looking for a company to upgrade my shower. On Friday January 12, 2024, a representative from West Shore Home came to my home. He agreed to do work on my shower, and he asked that I pay a down payment of $5,382.00. I paid him via check, which he cashed immediately. Over Martin Luther King Jr. Day weekend, I decided that I no longer wanted West Shore Home's services. I called to cancel. The customer service representative on the phone told me that my down payment could not be refunded because I did not request a refund within three business days. I was unaware that there was a time limit to receive a refund. I never saw this time limit in writing. Furthermore, the three days between January 12 and January 16 were all holidays because of Martin Luther King Jr. Day weekend. I feel that West Shore Home has swindled me out of $5,382.00. I would like my money back as soon as possible. 

  Business Response

  Date: 01/22/2024

  ******************** is a bit confused about her dates. She purchased a project from us on 1/9/2024. On 1/16/2024 she requested to cancel her project. Even though she is clearly outside the cancellation period of her contract we are understanding of her situation. We have agreed to cancel ********************'s project. 

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ON 06/06/23 we had a salesperson ******* ***** come to our home late afternoon to start working on on pricing to replace our tub to walk in show, and replace an outside French Door with a solid Door frame, and storm door brown in color, as well as replacing our Front door with a solid door, including storm door. Replacing the French Doors off the Patio with Left door 1/2 solid on bottom, and 1/2 glass on Top, the Right door was suppose to be full Glass pane with Storm Doors for both doors. we worked on this until about 8:30pm, been at it almost 4 hours. ******* was tired, and we were, no one had dinner, and ******* had a Long way to Drive home. things were confusing we had to sign his tablet ,without reading anything ,he said he would email me a copy, I never received. the Back doors were wrong both were 1/2 solid bottoms, and 1/2 glass, not the right one full glass pane .trim was really dark brown, not matching the other 2 doors. I received a phone call from West Shore to install everything on 7/7/23, I explained we, our son, and me just brought my husband home from the Hospital, he was admitted on 7/4/23 with a 9mm kidney stone, and he was in pain, the Dr, only put a Stent in, he was in pain. then they said 7/17/23 I said he was going back to another Dr, to go back in the Hospital to have the Kidney stone Lasered. I don't remember who I spoke to Mary, I do recall several times, I just couldn't make them understand how serious this was with my husband, the Stone was blocking the Ureter on the Rt. side stopping urine from going out. All they cared about was getting the job done and get their money, and this was a cash deal no finacing or 1 year, no intrest. we are seniors on Low income, saved a long time for this job, as I fell out of out bathtub several times, fractured some ribs, and my Rt hand. I needed the walkin shower with the grab bars, along the wall not at an upwards angle. on 9/22/23 was the date West shore gave us to do the whole job, on a Friday, the replacement double french doors were both the same ,when the Rt side was suppose to be all glass. I stayed in the front Bedroom, and didn't watch what was going on until after it was done, except the Forman came to me ,said his boss Walker wanted to talk to me. the Storm doors didn't fit ,that they would have to order the, and it would take 6 weeks. Walker wanted the rest of the money, I gave him a partial. ***** ******** is his name also. Mean to me They cane to in stall storm doors, screens missing. Had to was for them, now **** said it will cost us $5,000.00 to put the glass door, that was their fault. still working on fixing the storm doors. This has been a Nightmare. My husband almost died from Sepsis ,and the Harrisment from ***** ******* caused me to be a Nervious wreck. for 44 years we have been married, and the 2023 was the worse year of out marriage, Westshore has been a total nightmare, and still are not finished.

  Business Response

  Date: 01/24/2024

  Thank you for bringing these issues to our attention, and I assure you that we are committed to making things right. We value your business and the trust you have placed in West Shore. I want to express our deepest apologies for the distress you have been through, and we genuinely appreciate your patience and understanding as we work towards a swift resolution.

• Initial Complaint

  Date:01/11/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a salesman out at the request of my husband, named ****, who represented Westshore homes. He gave us the presentation and told us all about their product and took measurements to replace our existing shower in our main bathroom. He told us that we were able to cancel at any time up until the time that the workers actually started the project and we gave them the money he said that was the way it was in Florida. He also told us that the good thing about their company is that they file any *********************** paperwork to claim some reimbursement for a disabled veteran , like my husband, and that we did not have to file the paperwork ourselves. We agreed to have the project done and he gave us one paper that I will attach to this complaint. He said that would we he said that we would receive the documents about the sale in the email . We have never received any documents from the company. Regarding this project. He did send paperwork through a company to help us pay for it called green sky, and we did get approved. The only phone call we received was from a woman who called to schedule the project . I did call shortly after **** left, I called the number that he gave me for himself. I reached his voicemail and I left a voicemail asking him to return my call which he never did on his voicemail. He also indicated that I could call the company, which I did , and I told them that I would like to speak to **** because I had changed my mind and wanted to put a shower pole across the top of the shower room. I spoke with a woman and she said that she would have *********** call me which he never did ,I knew that the installation was scheduled for January 16 and a couple weeks ago I called Westshore to see what was going on with our *********************** paperwork because I had never heard anything from them about submitting the paperwork or that they had received any documentation back from the VA. The gentleman I spoke to told me that they did not submit any paperwork! He said that we had to do that ourselves! I have since been on the phone with four different people who keep telling me that were going to hear back from them after they look into this situation. I have heard back from no one however yesterday my husband received an email from their legal department wanting us to pay $5500 as a restocking fee because of our cancellation! We have not formally cancelled this transaction. However, I did say that the installation was cancelled until we got to the bottom of what was happening with this entire fiasco.

  Business Response

  Date: 01/25/2024

  We sincerely apologize to **********************. This was absolutely an error on our part. Our Design Consultant was not as versed in VA requirements as he should have been. We have since provided additional training to ensure there are no future miscommunications. We have also cancelled ************************** project at her request and waived all cancellation and restocking fees. At West Shore Home we will always own our mistakes and we will always do the right thing to resolve them. 

• Initial Complaint

  Date:01/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  West shore stated that they could not get a credit score due to a block being on my credit so therefore they could not provide services. They in return sent someone out to remodel my shower the employee stated that they got approval to move forward with the shower. Paper work that wad provided after service was a fraudulent. Signature that someone signed that could have caused My interest rate to be a assumption due to not having the ability to review my credit once I paid it off the interest rate was ridiculous high. For a person with my credit score. This is predatory lending. After being over priced already for the service

  Business Response

  Date: 01/10/2024

  ******************** complaint is very confusing. We were able to provide some great financing options for **************** and financing for her project was approved with a third party lender. We have since performed a perfectly executed installation and **************** now has the brand new bathroom of her dreams! 

• Initial Complaint

  Date:01/02/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 13, 2023 I met with a West Shore Home representative, *************************, in my new home. Following his presentation, I accepted his third quote for a new shower. A transfer of $4135 was deducted from my bank account, which took all of 5 minutes. However, in speaking with my son, I am 74 year old widow, he advised me that the bathroom needed more than just the shower. At around 2pm I’m Dec 14th, I called the main Charlotte number and cancelled the project. At that time I asked to be refunded my deposit. The man at the main office told me it would be returned within 2-6 days, or a check would be issued within that period. On December 24th I contacted Daniel Palmer and he stated he would contact the head office and get it taken care of. It is now January 2, 2024 and I have contacted the office and Mr. Palmer a tota of 5 times to no avail. I am still owed the sum of $4135. I want my deposit returned immediately. 

  Customer Answer

  Date: 01/09/2024

  The business issued a refund 3 days after the complaint was filed.         I called them the day of the complaint explaining that  I had written to you.  Obviously, this encouraged them to respond.

  Business Response

  Date: 01/10/2024

  We sincerely apologize for ********************** frustration. Her deposit has been fully refunded as she was within her three day cancellation period. There may have been a delay in her bank processing the refund. 

• Initial Complaint

  Date:12/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  West Shore Home installed a basic shower in my bathroom on December 12 and 13, 2023. I watched one of the installers walk to the side of my house passing the front door. I didn't notice anything until the following day when I walked out and saw water running from my outdoor water spicket. The water had been running all night out into the street. The following day, I informed them of the situation, the young man apologized and he walked upstairs. After installing the shower, they did not stay long enough to ensure the product was secure and worked properly. The young men had been gone ten minutes, my husband heard water dripping from the kitchen ceiling which is under the area where the shower renovation had taken place. He turned the water off from the street and informed them immediately about the incident. They returned and said the rubber seal that connects to the drain pipe was leaking. They fixed the problem and took pictures of the kitchen ceiling which was damaged and sent them to their boss. Their supervisor came on the 13th and assessed it and went to ********** and brought back a bucket of **** paint, roller, and paint tarp and tried to paint the ceiling which was too wet. All it did was remove the popcorn coating from the ceiling to his roller. He then began to scrap off a large section of the ceiling which was saturated with water. He said he would have someone come out and remove the sheetrock and replace it. The next day, I tried to use the shower and noticed the shower head was leaking and the water control knob was installed incorrectly. The hot and cold were reversed. On December 15, a different guy came out and fixed all the issues. He asked if anyone reached out about the kitchen and the response was no. He said he would call and have a third party to fix it. I have not heard from West Shore Home concerning my kitchen situation and had people over for the holidays. I contacted West Shore Home and left a message and no one has returned my call.

  Customer Answer

  Date: 01/26/2024

  West Shore Home came out and repaired the ceiling and everything is back in order.

• Initial Complaint

  Date:12/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 30th and 31st 2023 West shore home did a bathroom conversion of my home. A week later the county building inspector officer advised me the work did not pass inspection. I contacted West shore on November 17 2023 regarding this issue and was told their master plumber would call me. I didn't hear back from anyone so I called again on November 21st and they said a representative would come to my home on November 28th to take pictures of the work and submit it to the county. On the morning of November 28th West shore called me and informed me they no longer need the pictures and the work had passed the inspection I requested they send me a copy of the inspection report showing it had passed. I didn't receive copy of the information. I called again on December 12th and was told a West shore representative would call me that day. I called again on December 14th and left a message on their customer service recorder asking for a call back. I still have not heard back from them. I want this company to provide me with proof that the building inspector has indeed issued a certificate verifying the work has passed the final inspection.

  Business Response

  Date: 12/22/2023

  We apologize to ************ for the delay in getting her inspection report to her. We are diligently working with the county to get her that copy. Our Director of Permitting will continue to work with ************ to ensure we provide her with a copy of the passed inspection. 

• Initial Complaint

  Date:12/17/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Two weeks ago I signed a contract with the organization. In our original agreement, they stated they would do the entire bathroom for the price quoted. When the contractor called to verify the date of service and stated the materials they ordered, I attempted to clarify if the estimate included re-tiling my bathroom floor. The contractor stated the estimate was for installation only redoing my shower/tub and toilet. I advised the contractor that I was told my entire bathroom would be redone. The contractor stated only the shower, tub, and toilet were going to be installed for the price quoted. The price quoted was over $15,000 and with interest included $21,000. I advised the contractor that the price quoted for the services were not acceptable and I was told that they would redo my entire bathroom.I asked the organization to terminate my contract and was told that I would be charged a $3,000 restocking fee.When questioning how much the charge for restocking the material, I was told if I did not pay the fee, they would send it to collections.There was no labor performed at my home, so the charge of $3,000 was unreasonable and overpriced. I would like the $3,000 restocking fee dismissed and no further contact with this organization.

  Business Response

  Date: 01/31/2024

  ******** Banks We certainly apologize for any misunderstanding with ************** project. West Shore Home does not work with tile, and we do not do full bathroom remodels. ************** contract could not have been more clear about what he was purchasing. At West Shore Home we are a company built on integrity and ethics. We have agreed to cancel ************** contract even though ************** should have been fully aware of exactly what he was purchasing.

• Initial Complaint

  Date:12/14/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  October 12, 2022, The salesman offered a discount, he then ******* me and shot the price up. Stated that the company would not allow him to give the discount and then asked if he could offset the difference by making a donation to my nonprofit, because he felt bad. FOOLISH I agreed, the price went even higher. Then the high pressure sales tactics went into high gear. Was I an IDIOT? Yes!! Was it right? NO! I called the company and complained and received absolutely no reply!!

  Business Response

  Date: 12/18/2023

  We certainly apologize for any confusion regarding the pricing for ****************** project. We have clarified everything with him and have since performed a perfectly executed installation of his project. We would like to sincerely thank ************** for being part of the West Shore Home family.