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 Atten A/P Mechanicsburg, PA 17050-2459

  
• 

  West Shore Home

  834 Rivit St Greenville, NC 27834-0846

  
• 

  West Shore Home, LLC

  3405 Merchant Ct Wilmington, NC 28405-2149

  
• 

  West Shore Home, LLC

  2519B Vacation Dr Myrtle Beach, SC 29577-6640

  
• 

  West Shore Home

  425 Franklin Gtwy SE STE 520 Marietta, GA 30067-7736

  

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:10/07/2025

  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.

  West Shore installed a shower remodel for us. We have called them twice about problems with it. Theyve sent people out twice. They have worked on the shower. We still have a problem and I have been calling for going on three weeks . They want me to pay a $125 service fee. I dont think I should have to have this fixed. Since they did not install it right or something.They keep telling me they will call me back to make an appointment. But theyre not. The shower door at the shower head. Slides open about an inch and a half. While were taking a shower. Can you please help us?

  Business Response

  Date: 10/14/2025

  West Shore Home (West Shore) is committed to resolving all customer concerns in a timely and transparent manner.  In this case, West Shore installed a shower per contract with the homeowner back in July of 2022. In July 2025, the homeowner contacted West Shore with a concern regarding the shower which was serviced on 8/26/25. The Homeowner was not charged any fees for this service. On 9/25 the customer reached out to ********************** again with a concern regarding her shower doors. On 10/13/25 service was completed to the homeowners satisfaction as confirmed via a phone conversation between the General Manager and the homeowner. No fee was charged as this service was related to the initial service provided on 8/26/25

• Initial Complaint

  Date:10/03/2025

  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.

  My husband is a Disabled Vet. The VA is considering him for ***** ***** to make bathroom handicap accessible. We explained this to the salesman, During conversation the salesman assured all we needed to do is submit paperwork he will give to us to get access to grant , stating he has done many of these remodels for VA.The price is $12,000 for shower replacement only. My husband signed a screen on a tablet to get pre approved for financing for the amount and was told upon receipt of VA funding we could send that payment in, and we would be responsible for the $6000.00 and away the young man went after the approval for financing came. My husband reread VA paperwork, it stated to not start work till they approve ****** this young man knew this and disregarded the requirement, so my husband requested to postpone the install till we get approved for the $6800.00. The young man said it could not be postponed it would have to be completely canceled, my husband asked him, to cancel it for him.The company called saying my husband signed a contract and cannot cancel, yet no work has been done and we only got paperwork yesterday, 2 days later than promised.This is a Strong Arm practice and we are willing to go to court, we will also report to VA Administration the practices this company is ********* can a company hold you to an unread contract two days after signature without doing the work? How many disabled elderly people have they done this to. I do intend to make them famous by sharing our experience.

  Business Response

  Date: 10/16/2025

  West Shore Home (West Shore) takes all customer concerns seriously and is committed to resolving them promptly and professionally.  On September 26, 2025, our Design Consultant met with the homeowners to review the project scope, pricing, and available financing options. Following this discussion, a financing application was submitted for pre-approval, and the customer signed **********************'s standard contract to secure their installation. Subsequently, the customer informed ********************** that they were seeking funding through a VA ***** and wished to postpone the project until those funds were approved. The customer was advised that the project could not be placed on indefinite hold and would need to be canceled if they chose not to proceed at that time. Although the contract was beyond the rescission period, our General Manager personally spoke with the customers to better understand their circumstances and ensure a proper resolution. As a result, West Shore Home agreed to honor the customers request to cancel the contract in full. No work was performed, and the customer will have no financial obligation associated with this project.

• Initial Complaint

  Date:09/29/2025

  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 had both bathroom showers redone 5 years ago. The biggest thing that sold us on getting them redone 5 years ago was was the "lifetime" warranty and the promise that these showers would be waterproof and not allow water to get behind them. Well, one of the showers had an issue and water got behind the shower panels. I fought back and forth trying to get the panels warrantied and replaced by West Shore in *****, **. After a lot of back and forth, they sent someone out to "inspect". After more time had passed, they approved 1 out of 3 walls to be replaced. After they sent the worker to come replace it, we pushed to have the other 2 walls replaced as well. We knew there was water that got behind these "waterproof" shower panels. The caulking at the bottom would not stay attached, we had multiple service calls prior to fix our caulking and they never looked into why it would do this. We told them my husband had to peel off the caulking at the base of the shower pan because it was black behind it, but all they offered was to come out for a $100+ charge to redo caulking. When we were fighting to get the panels warrantied, their story kept changing from the initial "we can replace them for the service fee charge of $700+" to then "that was wrong information from a new worker and we have to approve everything". Until finally they did approve the 1 wall. Now, because of the water damage behind the panels I have had to pay a separate contractor to open the walls up to correct the water damage and now I am down a shower that after only 5 short years, I am still paying on. I have tried to buy the shower panels to match the other shower I had done at the same time, so that they continue to match, but they referred me to their manufacturer, who tells me I can only go through West Shore to get these products. I would like my showers to match, as that is what I paid for, and am still paying for. West Shore sent someone to give me a quote, but they want to charge another 13k.

  Business Response

  Date: 10/15/2025

  West Shore Home (West Shore) is dedicated to addressing every customer's concern promptly and efficiently. On July 22, 2025, the customer contacted our office with concerns that water might be getting behind the walls of their shower. A service inspection was scheduled for July 25, 2025, with one of our Install Managers to assess the issue. During the inspection, a slight bow was observed in one of the shower walls; however, it could not be determined that this was caused by water intrusion.  As a courtesy, we informed the customer that we would waive the service fee and replace the affected wall panel to ensure there was no water behind the panel. We also explained that if any water damage was discovered during the process, we would replace all three panels. Upon removal and inspection, no water damage was found, so only the single bulging panel was replaced.

  During the inspection, it was determined that the wall and shower pan were not level, which caused the panel to bulge at the bottom. This led us to conclude that the bulge had been present since the original installation and was not caused by any failure in the sealant. The service was completed on September 4, 2025, and the customer signed the completion certificate confirming that the work was satisfactorily performed. 
  

  After the service was completed, the customer continued to request that we sell them an additional set of wall panels for installation by another contractor. As we are unable to sell individual components to third parties, these requests were declined. The General Manager reached out to the customer to discuss his concerns in detail. During our conversation, he confirmed that there was no evidence of water damage behind the walls and that the odor he noticed was later determined to be caused by the insulation rather than by any water intrusion.

  West Shore promptly addressed the customers initial concern, performing a full inspection, replacing the affected wall, and verifying that no water damage was present. The customers subsequent decision to completely gut the shower and replace the insulation occurred after our service was completed. Given these circumstances, we believe our company has fulfilled all obligations and resolved the original issue appropriately.
  

  
  

• Initial Complaint

  Date:09/29/2025

  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.

  West Shore was contracted to re-do two bathrooms at a cost of over $35,000. They did NOT complete the work. They did not adhere the back of the shower, install two grab bars of trays, did not provide nor install shower head, nor install shower doors. They are a no show to the appointment to complete work. They did not call and are not giving me a date for completion. I cancelled other contractors to accommodate their completion appointment date. I have company coming and no bathroom for them to use.

  Business Response

  Date: 10/16/2025

  West Shore Home (West Shore) is dedicated to addressing every customer's concern promptly and efficiently.  West Shore Home ******************* has been in regular contact with the customer to provide updates regarding this project. We informed the customer on 9/29/25 that we were unable to service their appointment due to multiple unforeseen installer absences. Our first contact with the customer regarding the service was on 9/29/25 through our scheduling department. We were informed the customer was upset about the cancellation and was going to make a complaint with the Better Business Bureau. The General Manager of the Columbus branch contacted the customer to resolve the problem. After explaining the reason for the cancellation, the customer was very understanding and then we rescheduled the appointment for October 10. West Shore completed the service on October 10, and the Columbus General Manager followed up with her on October 15 to ensure her satisfaction.

• Initial Complaint

  Date:09/25/2025

  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 August 25th West Shore Home installed a walk-in shower, replacing an existing bathtub. After completing the install the installer informed us that the doors would not stay shut and did not meet up correctly against the wall, rendering the shower unusable. He said he would put in a work ticket and they would come out and fix it another day.The following day I called West Shore Home to follow up with them about the issue and they informed me the soonest appointment they had to correct the issue was over a month away, on September 25th. Additionally, while trying to see if the shower could be used in the meantime, we discovered the shower head they installed provided minimal water pressure and was unsuitable for showering. After several calls back to the customer service line I was able to have them send a plumber out to look at the water pressure/shower head and the shower head was replaced with a new shower head that I had to purchase myself.On 25 September 2025 the service technician came out to our house to look at the shower. He was totally uninformed about the issue we were having. Upon looking at the shower he determined that the doors weren't just installed incorrectly (backwards) but that the entire shower would need to be re-installed. He also stated that they were "backed up, so it could be a while before they were able to do it." At this point, I have instructed the financing company I used for this project to hold all payments to the business until the issue has been resolved. If they for some reason complete payment before the shower has been correctly installed I will take legal action.

  Business Response

  Date: 10/15/2025

  West Shore Home (West Shore) takes every customers concern seriously and is committed to resolving issues promptly and professionally. In this case, a shower replacement was completed on August 25, 2025, under a contract signed on July 21, 2025. However, additional service was required. At that point in time, the next available appointment for service work was scheduled for September 25, 2025. We understand and regret the customers frustration with this delay. On September 25, 2025, a service technician inspected the shower and determined that a full redo was necessary. The ******************* Service Manager maintained direct communication with the customer and reviewed all concerns to ensure alignment on next steps. A complete redo was performed on October 3, 2025, and all necessary repairs were successfully completed at no additional cost to the customer.  A follow-up conversation confirmed that the customer was satisfied with the resolution and final results.

• Initial Complaint

  Date:09/16/2025

  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.

  Im really disgusted by the lackluster job that these clowns at Westshore did with our bathrooms. Its currently 9:50pm and Im trying to watch a movie with my son and then suddenly I I hear things falling onto the floor from upstairs. I go up to the bathroom to discover 3 bottles on the floor of the shower along with a shelf that is falling down. Someone could have been seriously injured. This is completely unacceptable! I want this issue resolved immediately! I expect monetary compensation as well. I invested a lot of money into this project and I have been thoroughly unimpressed with the amount of problems that I have encountered from day one. Can someone please help?

  Business Response

  Date: 09/29/2025

  At West Shore Home (West Shore), we are committed to resolving customer concerns with urgency, transparency and care. In this instance, the customers bathroom project was installed on January 18, 2024. On January 26, 2024, the customer reported that the shelves were not flush, the caulking line was thicker than preferred, and a grab bar cap had detached. On February 8, 2024, a service technician returned, reinstalled the shelves, re-caulked, and secured the grab bar covers at no charge. On March 28, 2024, the customer again reported that a grab bar cap continued to detach. On April 12, 2024, a service technician replaced two grab bars and sealed the caps with silicone at no charge. On April 15, 2024, the customer posted on ******** expressing dissatisfaction with the timeliness of service and questioned whether the grab bars had been replaced. On April 17, 2024, West Shore's General Manager contacted the customer and resolved the complaint.  On September 14, 2025, the customer called ********************** at 10:21 p.m. Unfortunately, this call was handled after hours by a third-party answering service and was not forwarded to the appropriate department. On September 16, 2025, the customer filed a ******************** complaint. On September 18, 2025, West Shore's **************** Representative reviewed the concerns, ordered new shelves and grab bars, and advised that installation would be scheduled once the parts were received. On September 19 and September 22, 2025, multiple contact attempts were made via phone, text, and email, including outreach from West Shore's General Manager. On September 22, 2025, the customer responded and requested service on either September 24 or September 26 after 2:00 p.m.  On September 24th West Shore's Installation Manager replaced two grab bars and 3 corner shower shelves. The customer inspected and authorized a certificate of completion for the prescribed work.  West Shore Home values our customers and stands behind our work. We regret the inconvenience caused by these issues and the delay in properly routing the September 14th call. Replacement parts were ordered, and service was completed at the customers convenience and at no charge. We remain committed to ensuring that the customers concerns are fully resolved and that he is satisfied with the completed project.

• Initial Complaint

  Date:09/11/2025

  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.

  West Shore Homes visited my home in regards to replacement of a corner shower. The salesman, Mr. ******** ******, inspected the shower and the surrounding floor, and then quoted a total price of over $14,000 for the **********. Morrow made deceptive promises in which he knew, or should have reasonably known, that the company would not be able or willing to fulfill. A reasonable person would believe that these statements, which are outlined below, are in contradiction to the written contract. The contract was signed by me, but only after Mr. ****** engaged in high pressure sales tactics to convince me to sign the document on his computer when he knew that I did not have a chance to read the fine print because he stated that he would refuse to honor the current offer if I waited until the next ******. Morrow promised that 1) there would be no additional costs associated with the project, and 2) that the project would be complete in one day. Neither of these have taken place, because the company has now stated that I must hire a third party to fix the water damaged floor surrounding the shower that Mr. ****** had inspected before making the statements. He also should have known that the project could have no been completed in a single day, as the likelihood of an inspector not approving the project did ******** addition, West Shores employees cut holes in my ceiling, causing damage to an antique cedar chest, other household items, carpet, and I had to hire a professional cleaner to go behind them and clean up their mess. They also damaged my laminate flooring, and I have photos of this.I am a 94 year old elderly woman who has been hospitalized this year with a head injury. I am also taking medication which could effect my judgment. I believe that I have clearly been taken advantage of in this matter. I believe that it is in the best interest of both parties for West Shore to refund my deposit of $4,435 and for both parties to part ways amicably.

  Business Response

  Date: 09/29/2025

  West Shore Home (WSH) takes all customer concerns seriously and is committed to resolving them promptly and thoroughly. In this instance, a West Shore Home Design Consultant conducted a sales appointment on August 04, 2025. The customer purchased a ********************** and began moving forward with the process. However, on the day of installation the installation was stopped by the plumbing inspector due to a soft spot in the floor adjacent to the shower. West Shore Home was directed to pull off the job until repairs were made and reinspected. Such repairs are not part of the contract between West Shore and the customer. The customer was asked to have the repairs made and once repairs were completed to reach back out and WSH would return to finish the shower installation. On September 9, 2025, the homeowner called in to express her concerns and stated she no longer wanted to move forward with the installation due to added time, cost of repairs and certain concerns about the companys sales process. The General Manager personally reached out, speaking with the customer on five separate occasions to address their concerns. During one of the latter calls, September *******, both parties agreed it was in their best interest to remove the shower, refund the deposit and amicably part ways. On September 23, 2025, *** sent a team out to remove the shower, address any additional concerns and end the contract. The General Manager spoke with the customer afterwards to follow up and ensure her requests were met. He reiterated how West Shore Home cares about our customers and remains committed to delivering quality service. The homeowner stated she was satisfied with the results and ended the call amicably.  

• Initial Complaint

  Date:09/10/2025

  Type:Product 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 contracted with the company for a $3400 new door. The installation team came with the door and discovered it was too small. They were very apologetic, the person in charge of the location and the delivery team called me to apologize as well. They told me that they would put in a rush order. The door replacement had major financial implications for me at that time and the original installation date met those obligations.The door manufacturer, ******, took full responsibility for the error. The rush order for a standard door and frame took over four weeks. In the meantime, West Shore came out and replaced the trim on one side of the door. I tried to contact the sales agent who I had been communicating with before the wrong door was installed. After apologizing for the error, he never responded to any forms of communication. I did not know the delivery date until the week of the delivery.When they installed the door, opening in the wrong direction. I did not see a reason to create an issue. I had already waited more than two months. The trim that had not been previously replaced looked terrible. The installation team said that I should try painting it. Instead, I sent a picture to their office and another team came out to fix it. The price I paid was never adjusted for the 4+ week delay and sloppy installation. After the sales agent ghosted me, I spoke with customer service over and over again. No one knew the status of the door and I never received any response about a price adjustment. An apology is nice and appropriate but so is compensation and communication for a significant delay.

  Business Response

  Date: 09/23/2025

  West Shore Home (West Shore) takes all customer concerns seriously and is committed to addressing them promptly and thoroughly. In this case, a door installation was completed on March 7, 2025, under a contract originally signed on January 6, 2025. We appreciate the customer bringing their concerns to our attention. It is never our intention for a customer to feel misled or dissatisfied with their experience. Our General Manager spoke with the customer on September *******, to review the matter in detail. During this conversation, both parties came to a mutual resolution that the customer was satisfied with.  We value all customer feedback and use it as an opportunity to strengthen our processes and communication. We are pleased this matter has been resolved and now consider it closed.
  
  

  Customer Answer

  Date: 09/26/2025

  [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:09/10/2025

  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 hired this company to remodel two bathrooms. Not only were they overpriced but the quality of materials are not worth the cost. They did not do the job exactly liked we agreed to. We have been back and forth with this company to get them to make the proper corrections and we keep getting the run around. Its like now that they have been paid they dont care. In one bathroom they apparently measured our original cabinet wrong and gave us a much shorter cabinet, so not only have we lost counter too space but you can see were the old cabinet was attached on the wall, also there is an area on the front of the cabinet that is messed up. We were told that the new cabinet would be the exact same size as our old one. We have called and spoke to several people requesting to speak to a manager and they always tell us one will call us back and they never do. We keep having to explain the problems to whoever answers the phone instead of a manager, The person that answered the phone took our info and later they sent an installer out that had no clue what was going on he had a larger counter top with him but it was to wide for the bottom cabinet, so we missed work and lost money and it still wasnt taken care of. We are going on over two months now and we still have nothing made right. Its very disappointing that this company doesnt seem to want to listen to their customers and fix the problem. We are now consulting with a lawyer to see what our options are.

  Business Response

  Date: 09/29/2025

  West Shore Home (West Shore) is dedicated to addressing every customer's concern promptly and efficiently. On May 27, 2025, West Shore met with the homeowner for a design consultation, during which a home remodeling agreement was signed for two full bathroom remodels. The work was scheduled to take place over four days, from July 7 to July 10, 2025. During the installation of the hallway bathroom, it was discovered that the new vanity base and top did not match the dimensions of the original unit removed during demolition. On August 27, 2025, a second attempt to install a replacement vanity base and top was made, but the dimensions were again incorrect. On September 9, 2025, the Installation Manager met with the homeowner to verify the measurements and confirm the correct size needed. At that time, it was agreed that a new vanity and base would be reordered to meet the homeowners expectations. West Shore attempted to contact the homeowner on September 23, 2025, using the phone numbers provided at the initial consultation, leaving voicemails to provide an update and request a return call. As soon as the new product arrives, the homeowner will be scheduled for service at the earliest available date.

• Initial Complaint

  Date:09/10/2025

  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.

  In August, we had a shower installed by Westshore Homes. Since installation, the shower has been leaking. We had a repairman come out, but he said the wall was not level when the shower was installed, and therefore he could not fix the issue. We then scheduled an appointment with a manager to review the problem. However, the manager later said he did not need to come out, and that it simply needed repair.Despite this, the earliest date the company will send someone to repair the shower is September 23. In the meantime, we continue to deal with a leaking shower that was improperly installed just weeks ago. This has been very frustrating and unacceptable, especially given the cost of the project and the lack of urgency from the company in addressing the issue.We are requesting that Westshore Homes resolve this matter promptly and properly.

  Business Response

  Date: 09/29/2025

  West Shore Home (West Shore) is committed to addressing every customer's concern promptly and efficiently. On June 7, 2025, West Shore met with the homeowner for a design consultation, during which a Custom Home Remodeling Agreement was signed for a new shower. The work was scheduled for August 1213, 2025. At the conclusion of the project, it was noted that trim needed to be installed in front of the shower pan, and a service ticket was created. This work was completed on August 14, 2025. On September 4, 2025, West Shore returned after the homeowner reported that water was escaping from the shower during use. West Shore's service technician attempted to adjust the shower doors but was unable to fully resolve the issue. It was determined that the side walls would need to be redone, and the door reinstalled. The Division Director of Operations spoke with the homeowner on September 18, 2025, and service was scheduled for September 23, 2025. Upon arrival, our Installation Manager was informed that the homeowner was unavailable and would need to provide a new date. West Shore Home remains prepared to complete the necessary service as soon as the homeowner confirms a new appointment.