Business Profile

Baths

West Shore Home, LLC

Complaints

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

Customer Complaints Summary

368 total complaints in the last 3 years.
165 complaints closed in the last 12 months.

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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:09/07/2024
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.
A cutoff tool was used, which I am told is the wrong tool to remove old windows. This left cuts in the vinyl siding of the home on every corner of every angle of every window (10 4=80). There are 80 cuts in the vinyl siding of our home 1/2 inch to one in wide, over-cut on each window, minimally. Some windows have more damage as in bigger holes at the corner, and/or wide strips down the side of the window with vinyl having been cut leaving the underneath exposed (house/wood) to the elements. I do not believe the sides have been addressed even yet, but the corners have been filled with clear sealant for the time being. The white trim on the exterior of the house is not uniform. That is to say it is different lengths and shapes on each window depending on the person that did that window. Some meet in an L shape and are solid; some have slits, some do not meet and some extend past each other (drip edging). This is very apparent on windows right next to each other. The s**** holes inside the home are still exposed with no covers. The ripped screen the came torn has still not been replaced. Now, there is red tape on the outside of my home while they "decide" How to repair the damage. I believe parts are backorder supposedly for three weeks, the idea is a three inch drip edge, which is not going to work. My home value was to go up with this ****** investment, however, I believe this has just ruined our home. We are now three weeks behind on our appraisal. The calls I have made for the General Manager to call me have gone unreturned
Business Response
Date: 09/12/2024
We definitely owe Ms. ******* and apology. Our General Manager was out of the country for an extended period and did not receive her messages. Upon his return this Monday he immediately contacted Ms. ******* to apologize and let her know the path forward. We have Ms. ******* scheduled for 9/16 and our General Manager will personally ensure any and all issues are addressed and Ms. ******* is 100% satisfied. It is rare that issues arise on West Shore Home projects. When they do we always stand by our customer until they are completely happy with the outcome.
Customer Answer
Date: 09/12/2024
[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: 22253300

I am rejecting this response because:
The General Manager absolutely did not call Monday so you are posting false statements.

Regards,

******* *******

Customer Answer
Date: 09/18/2024
They did not complete the repair
Customer Answer
Date: 11/06/2024
Has not been repaird yet
Business Response
Date: 11/26/2024
West Shore Home (West Shore) has been working diligently with the Customer to resolve these issues. **********************'s Assistant Installation Manager, Installation Manager, General Manager, Assistant Installation Manager from another branch and Regional General Manager for ******* have all worked with the Customer at various times and have presented numerous proposals to the Customer. As of the date of this response, the Customer has agreed with our Regional General Manager that West Shore will install Azek trim as a frame around the windows and add new J-channel to each. In addition, West Shore is replacing two windows that were not part of the original project free of charge. West Shore believes that this resolution appropriately addresses the Customer's concerns.
Initial Complaint
Date:09/05/2024
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.
I made the arrangements for west shore to replace all my windows in my house approximately 26 On March 8, 2024. They already had measurements from the gentleman coming the first day, but they needed to send out someone else to do more measurements. Then I had to wait some time to get someone else to call me to schedule the windows to be put in the guys to put the windows in they realized that some of the windows were still off. They were unable to complete the project in the two days I was told me it would take. I waited for them to call me back, but when we went by, and I saw that no one was going to call me called the customer service line and spoke with a woman named ***** from scheduling at 4:07 pm on May 11th who proceeded to give me a date of completion more than a month away. I felt like this was too much therefore I called. ***** the manager 3 times on 6/13 left message no response.***** called me at 0905 on 6/14 and we spoke for about five minutes as I explained my situation. Talked to ***** after he called me at 1440 and he told me he was going to get with ********** and get me an earlier date then what they first quoted which would be July 20th Spoke with ***** the next day who gave me date of June 19 th to finish the project this will be the fourth time this company has come to my house. Workers return June 19 th only to again not be able to finish the job. I was told countless times the measurements are off. Every time a team comes to the house they have to re-measure, this time they didnt bring enough windows to complete the job. I am unable to continue as I tried already and I was ************************************************************************** as an attachment. I will leave you with this if youre reading this and youre considering a job with Westshore I beg you to look somewhere else this company will not take care of You check the attachment.
Business Response
Date: 09/09/2024
We owe ****************** a genuine apology. The statements in his complaint are accurate and we own the measurements as our error. Issues arise with less than 1% of West Shore Home job. Unfortunately, issues did arise with Mr. ********* project. ****************** has our word we will stand beside him until he is 100% satisfied. Our Installation Manager and General Manager are personally overseeing the remaining work to ensure there are no more delays. We have ****************** scheduled for installation on 9/23 and this time it will be perfect.
Customer Answer
Date: 09/23/2024
Today is Sept 23, 2024 and it was supposed to be the last day of install, however I got a call today from the installer, *****, informing me that the only one window was in and the job would not be able to be completed. Seems like this company once again took the opportunity to s**** me again. Once more is that I received two calls on Friday telling me my appointment for Monday was still good. I have names and number but at the point Im exhausted.
Customer Answer
Date: 09/27/2024
In the time this company has taken to complete a proposed two day job Ive watched several houses, on my ever day route to work, built completely. I truly wish I never heard of this awful company. They say they will do what they can to accommodate me after the admitted to doing me wrong then turn right around the very next chance they get at f*** me over again. Thanks a lot *****, ****** ****** ******** ******** and whoever wrote that bogus message to me as a response. You need to do better! At first I didnt want to **** anyone off so I was overly pleasant and understanding because I just wanted my job completed, but here we are encroaching on a year of this S*** and Im still dealing with these people and Im sick of it. BTW my window leaks every time it rains and its been raining allot lately so now I have to worry about mold, wood rot, and general structural failings. Again thanks a lot now youve cost me even more money. Anyone who sees this needs to run far away from this company, I am a honest family man and retired Marine who works in an elementary school teaching PE and health to children, trust me when I tell you ************ is not what you want.
Customer Answer
Date: 10/09/2024
Wow. So thats it. They get to treat customers like this we tell you and then nothing happens. Then what good are you!
Initial Complaint
Date:09/05/2024
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.
I reached out to West Shore Homes (M**** S*****) for the 1st time July 30, 2024 about my life time warranty and windows needing replaced. I scanned all documents and they confirmed receipt of documents. ***** then said she would be in touch about scheduling an appointment. I have tried to reach out multiple times and she stopped answering all correspondence on August 9th. I have reached out via phone, email and ******** trying to resolve my issues. No one will return a call to schedule and fix my windows that are still under warranty. **************** is nonexistent and I believe it is because it would be a nonpayment transaction. I feel like a month plus is more than adequate time to return and schedule my replacements.
Business Response
Date: 10/08/2024
We sincerely apologize to Ms. Terry. This was absolutely a breakdown in communication on the part of West Shore Home. As soon as we received this complaint our General Manager immediately reached out to her. We have resolved the warranty concern and have her products on order.

Mark Deary

Director of Customer Service

Inside Operations

Customer Answer
Date: 10/19/2024
My issue is not resolved. West Shore finally reached out but I am still in need of windows actually replaced. I was told by technician it would take 4-6 weeks for windows to be ordered. Then I was told by manager 4-6 months. I am still not receiving clear communication or windows replaced. I am in a waiting period as it has only been approximately 4 weeks
Customer Answer
Date: 11/06/2024
West Shore came out on November 4, 2024 and (finally) replaced my warranty windows. Both installers that I dealt with were extremely efficient and cleaned up after themselves. The biggest issue I have had was customer service in scheduling and returning calls. I still have 2 screens to be fixed and that is scheduled as well.
I am happy to close this long process and have my windows fixed
Initial Complaint
Date:09/03/2024
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.
My wife and I entered into a contract with West Shore Homes for a shower remodel on 10 August 2024 for the amount of $17,391. Although the contract states that we only have three business days to cancel the contract, during the signing process this was not covered and we were informed and led to believe that we could cancel at any time. On 29 August 2024 I contacted West Shore homes to cancel the installation as the cost was no longer feasible due to a developing family situation. On 3 September 2024 I received an email from West Shore Homes stating that I am going to be charged $6,086.85 for the effort gone into preparing the job. As I have not received any products or work from this company, and because I feel that we were misled about the cancellation process, I do not believe that we should have to pay this cost
Business Response
Date: 09/11/2024
We have cancelled Mr. ******** contract at his request.
Customer Answer
Date: 09/12/2024
[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: 22232311

I am rejecting this response because: My contract was already cancelled prior to my submission of the complaint. I am asking them to cancel the 35% "convenience fee" that they are attempting to charge me for the cancellation of the contract, and/or provide an itemized invoice that details what they are asking me to pay for.

Regards,

****** ******
Initial Complaint
Date:09/03/2024
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 June 28,2024.west shore home installed a walk in shower.on September 1st I found the water is draining onto the ground,sewage not connected.i have called 8 times.i know it was Sunday and then a holiday.this company has 40 offices.no one on call.i called after 8 am on September 3rd.still can't get past the sales team.i only have one bathroom.i want this fixed.now I'm concerned about mold and my foundation.i have no idea how long this has been open and draining on the ground.no concrete slab foundation.
Business Response
Date: 09/03/2024
We are sorry that ************** was not able to reach a West Shore Home representative on a Sunday night or holiday. We immediately called her first thing Tuesday morning and addressed her issue.
Initial Complaint
Date:09/02/2024
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.
We contacted West Shore homes in July about doing a bathroom remodel. We decided to go ahead with the project and use their services. We where told that this would be a 2 to 3 day project. Well we are now almost 3 months into this project and the bathroom still isn't finished. They still haven't given up the right vanity. And there are some other odds and ends that need to be handled. The finish installation has been scheduled and cancelled 2 twice, with this last cancellation saying it could be 4 to 6 weeks before they get out here to finish. And we can finish what we need to do to get done until they get done. This is almost a 27 thousand dollar job. And we've called and complained to **** in the area customer service and we have talked to ***** in ************** and was supposed to have heard something from a guy named ****** but no one will call us back. We just want out bathroom finished. Our next step is to get a lawyer.
Business Response
Date: 09/09/2024
We genuinely apologize to ************** for the delay. We have been able to work with her lender to pause any loan payments and we Have *** scheduled for installation on 9/17.
Initial Complaint
Date:08/30/2024
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.
Called West Shore Homes to get a quote that was good for a year with no interest on payments, as advertised. Sales *** delivered presentation. Price quoted was over $20,000 good for 1 year. In order to get us the best price, applied a few discounts but no senior citizen discount received. *** gave us a few monthly payment options and we picked the one we were comfortable with. After plugging in information into an **** to get best price, final price for ripping out fiberglass shower unit and ***lacing with acrylic sheets with glass door was $17,561 (twice what I was guessing it might be). We had to apply for financing that night to get that quote. While working with ***, no mention was made of cancellation policy or terms (that include 35% cancellation fee). To get best price required my personal information for financing (hard hit on credit). I never signed anything! Financed by me personally but my husband was guided through initialing boxes on ***s **** while I attended to our dogs dinner in the same room. I asked if we were getting a contract and she said she was getting to that. Financed in my name but I never read anything about cancellation. Not given to us verbally or in writing until the deal was done and the *** emailed a 31 page contract to us. Without a working printer, it took several days to get a copy to read through and learn of post 3 day 35% cancellation fee. This would cost us over $6,000 for nothing. I called West Shore 5 business days later and was told someone would return my call the next day but they did not. That was 3 weeks before scheduled job. I called back again 6 business days later to cancel. Was informed that we would have to pay a 35% fee. Lender (nationally know bank) sent papers stating consumer must receive cancellation terms written and orally if sale is made in the home. Neither my husband or I saw or heard anything about a 35% cancellation. Researching company now reinforces decision but fee should not be legal.
Business Response
Date: 09/04/2024
We have cancelled Ms. *********** contract at her request.
Customer Answer
Date: 09/12/2024
I am satisfied that West Shore cancelled contract but not sure if that means no 35% cancellation fee will be charged. I would like some verification of no cancellation fee charged to me from West Shore Home.
Customer Answer
Date: 09/20/2024
[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: 22218403

I am rejecting this response because:
I am satisfied that West Shore cancelled contract but not sure if that means no 35% cancellation fee will be charged. I would like some verification of no cancellation fee charged to me from West Shore Home.

Regards,

**** *********
Initial Complaint
Date:08/26/2024
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.
Most awful company for quality and customer service I ever been associated with. They never consulted me about anything the day of installation. As a result, a second crew had to come and demolish the first one and install another. The first one was NOT built to code, promoting mold. They had allocated 2 days, but rushed it into 6. No one ever contacted me to follow up. Only after I threatened to go to court, did they contact me, after the first shower. They agreed to redo the job months later, after the threat of court action. I am somewhat satisfier with the 2nd shower, but not entirely. The quality of the work is second rate. Im just happy to be rid of them. On top of that I used the ******************************************************************** with, *******, has never contacted me or serviced the account. I dont even know if I owe anything! Buyer beware !
Business Response
Date: 10/04/2024
While we apologize that Mr. Reeves was frustrated some of his comments are extremely misleading. That said, we care more about our customers at West Shore Home than anything else. Because of this core value we agreed to install a new shower to accommodate for some of the pre-existing issues present in Mr. Reeves bathroom.

Mark Deary

Director of Customer Service

Inside Operations
Initial Complaint
Date:08/24/2024
Type:Customer Service 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'm receiving multiple phone calls and text messages a day from this company wanting to offer free quotes for bathroom and kitchen remodels or getting a new roof put on the house. I have told them multiple times that I am not interested and to take me off their call list. They call from several different numbers.
Business Response
Date: 08/27/2024
We have placed ************** on our do not contact list.
Initial Complaint
Date:08/22/2024
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.
On August 15, 2024, I signed a contract with West Shore Home for a bath tub replacement. On the same day, I paid a $3,438 down payment. The next day, after "sleeping on it" I decided that to cancel. On August 16, 2024 I called and cancelled the project. I cancelled the project within the time frame stated on my contract so I would not incur a penalty. That same day, I requested a cancellation confirmation be sent to my email address so I can have it for my records. The person I spoke to agreed. Hours later, I still had not received a cancellation confirmation in my email, so I called again and requested it. The person I talked to the second time confirmed that a message had been sent to someone else within the West Shore Home company requesting a cancellation confirmation, but she would send another message. On August 17, 2024 I still had not received the cancellation confirmation, so I called again and the West Shore Home employee said that she would send another message (to the finance department) requesting the document be sent to my email. She said that they ( the finance department)were not working that day. Fast forward to August ******* and I still have not received a cancellation confirmation in my email from West Shore Home. I have checked my inbox and my spam folder. A cancellation confirmation is something that West Shore home should provide to their customers when they cancel a project. It shouldn't be something that I (or other customers) should have to request repeatedly and still not receive nearly a week later. This incident says a lot about West Shore Home as a company.
Business Response
Date: 08/22/2024
We have canceled Ms. Hills contract at her request.
Customer Answer
Date: 08/23/2024
[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: 22179091

I am rejecting this response because: I did not receive the documentation I have been asking for. I have repeatedly asked for a cancellation confirmation be sent to my email address. I would like it to be dated on the day that I cancelled, which is Friday August *******. I would like the document sent to my email so I can print it and have it for my records.

Regards,

******* ****

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