ComplaintsforWest Shore Home LLC

• 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:

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

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We talked to salesman on 4/19/2023 and paid the deposit. They originally said about 6 week to install. Called and said they had opening on 4/21/2023. Went with the install date and they came out on did all the work in 1 day. Within a few days the shower leaked and we called the care team. They send out a plumber that checked the plumbing install was not leaking. It was not. I worked for a home builder for 25 years and have enough experience with building that even I could see that on the opposite side of the plumbing, the tract the sliding door is on was not properly done. They agreed to send out a new door kit and fix the issue. The problem is that the leak was on the 2nd floor and damaged my ceiling below it. Now they refuse to fix my ceiling stating the plumber did not see anything. Unless he removed the shower pan completely (which he did not) he would not have seen the damage on the opposite side. They refuse to cover the problem they caused. It's not a major fix, but I would like my house back where it was before they started. Terrible customer care team. I could never recommend they as I now have to take the time to chase this down. Do what is right West Coast, you broke it so fix it!!!

  Business response

  05/18/2023

  ********************** claims that West Shore Home cause drywall damage are not accurate. The damage was in no way caused by West Shore Home. I have attached a photo of the entire area clearly demonstrating the damage is from a previous drywall repair. At West Shore Home we will always own our mistakes and make things right. We did not cause the damage ****************** is claiming. 

• Initial Complaint

  04/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  DISHONEST SALES REPRESENTATIVES! My boyfriend and I had a VERY dishonest experience with one of their sales representatives. We'd just bought our new home last October and were in need of a quote for a bathroom remodel. We met with the design consultant who showed us different styles along with financing options that we would need given our new home purchase. He offered a completely fabricated option in order to close his deal since we were hesitant based on the amount. He said we would have a 10 year interest free option to give us the flexibility we needed in order to get it paid off in a reasonable amount of time (we are talking a 15k JUST shower remodel.) During his presentation and having us initial terms based on his dishonestly we now come to find out it was all lies! If you choose to finance, a month after installation is when you start to get notifications of your upcoming payments and what to expect. Which at that point the remodel is done and you're stuck! I reached out to this rep by email to only have it bounce back to then find out he was no longer with the company. Now we cant even address it with him to confirm the offer we were given and the interest is accruing immediately! Sadly there were options that would have given us atleast a year interest free but he chose dishonestly to seal his deal. Also, we have another bathroom we would have liked done in the future and WESTSHORE HOMES has ABSOLUTELY LOST OUR BUSINESS and that of anyone we know looking for similar work done. After speaking with their sales manager and financing company they have all washed their hands of this misrepresentation of their business and have zero compassion towards helping us out. BE VERY CAREFUL who you do business with at westshore and ask questions! Confirm terms and dont be as trusting as we were!

  Business response

  05/12/2023

  We sincerely apologize to **************** and she is correct that our Design Consultant made a mistake. At West Shore Home we will always own our mistakes, stand by our customer, and do everything possible to rectify the situation so that our customers are satisfied. We are actively working with **************** and her lender to provide her with loan terms that are more conducive to her budget. We have found a solution that she likes and we will ensure that she gets the loan terms that she was expecting. 

• Initial Complaint

  04/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a tub shower combo installed on 4/17. I was told to wait at least 24hrs before I used it. I did not cut the water on until 4/19. When I cut the water on I noticed the water pressure was extremely low from the tub spout. I switched it up to the shower and it was also a trickle. I thought maybe this was due to new pipes, so I let it run for about 10 minutes to see if something was wrong. My other shower has good pressure like my old shower so I know its something wrong with this new shower and tub combo. I call the ***** number and reach customer service. They have the service department call me back to schedule. Someone was to be out between 9:30-10:30 am on 4/21. As of today, no one has come out or even called me. I called the ************** number at 12:13pm, 2:47pm, and 2:52pm. I left a message the first 2 times. I even text the number that reached out to me yesterday at 10:51am to see when someone was to come out. No one has so much as sent an email to let me know whats going on. I feel as if Im being ghosted and doing research, this is an above average cost for just a tub/shower combo installation, so my expectation for above average service is warranted.

  Business response

  04/25/2023

  There may have been a delay in West Shore Home receiving this complaint but we have **************** scheduled for service and will ensure all issues are resolved. 

• Initial Complaint

  04/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Purchased front door for 7,500.00 dollars four doors had defects they changed the door four times had the manufacturer rep even come look at the door no one denied that the doors had defects they took pictures and apologized for the inconvenience the last door was installed on 2-2-23 I told them you can still see daylight on bottom of one side of door they said it looked as if the weather strip was a cut a little short they said no problem to replace then the adjustable striker come loose so in order to lock the door you have to pull the door in to lock it I adjusted it and it keeps loosening so I took it off and put a fixed plate that came in box but it doesn’t hold the door tight enough to the frame so know I can see light at the top and bottom of door I told them I also wanted a storm door they told me they would take care of me on the door for all my inconvenience so I called the sales person to get a price I finally got a hold of him and gave me a price of a little over 1400.00 dollars that also included a 30% off they send to everybody on your next purchase I told him that the manager told me he would take care of me for my troubles he said he didn’t have the authority to give a discount so I called several times text and sent email finally had another sales person call me he said he wasn’t authorized to give discount said he would get back to me also told him about the issues with weather strip and door striker he finally gets back to me and said the manager said the storm door would be over 1700.00 dollars some discount the price went up I called both of them with no response I am done all I want is the weather strip and the adjustable door striker fixed I will call some other company for a storm door also the door after 2 months sounds like a door in a horror movie worst experience ever.

  Business response

  04/28/2023

  ********************** has definitely had a frustrating experience, and it has been just as frustrating for West Shore Home. The issues with his door were the result of multiple defects caused by production errors with the manufacturer. Understanding how important this is we have stood by ************************** side at the highest levels of leadership every step of the way to ensure we are doing everything possible to correct every issue. Our General Manager has made this his top priority and has personally been working with **********************. We have been able to remedy all issues with ************************** door. Because of this experience we have agreed to provide ********************** with a storm door free of charge. ********************** has expressed that he is now 100% satisfied and truly appreciates how we have stood by him. 

  Customer response

  04/28/2023

  [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

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello, On Monday, April 10, 2023, we had West Shore Homes install a new shower for my dad who suffered a stroke, and it was a complete disaster. The cost of the shower that I agreed to pay was $27,891. I was told by the salesperson that we might have scratch on the floor. The install included a shower that my dad get into with is wheelchair and that is not case. He cannot even use his walker because of the whole in floor. The put multiple holes the floors and we the bathroom is in worst shape them before and the bench in shower is already falling apart and not safe to use. I was told the window we be tinted and that was not true. I need to hire a contractor to fix this mess and flooring. I called West Shore Homes today and explained the matter and said I would not pay the amount we need to move fast to fix the issued, the representative made it seem that I still have even though I need to get everything fixed to keep my dad safe.

  Customer response

  04/17/2023

  please note I have resolved this issue. Please close this matter. Thank you. ***** 

• Initial Complaint

  04/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Westshore home has continued to send advertisements via mail to my residence .I asked them not to due to the fact that i did not need any of their home remodeling offers.I was told that they cannot stop sending mail to my residence. That is ridiculous because most companies have a do not contact option .I am asking for an end to any contact from westshore home.

  Business response

  04/24/2023

  We do not have record of **************** in our systems so the mail he is receiving is not a targeted marketing campaign. The mail he is receiving is a mass mailer that goes out to all residences in his area highlighting some of the fantastic offers we have at West Shore Home. We will do everything possible to try to prevent his specific address from receiving any more promotional material. 

*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. ↩