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

  13701 Hutton Drive, Suite #102 Farmers Branch, TX 75234

  
• 

  West Shore Home

  108 Pidgeon Bay Rd Summerville, SC 29483-3469

  
• 

  West Shore Home, LLC

  742 N Hall of Fame Dr Knoxville, TN 37917-6721

  
• 

  West Shore Home, LLC

  1210 Scholastic Way Chesapeake, VA 23323

  

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:09/09/2025

  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.

  07/31/25 we had a shower install done by Westshore homes. The installers tore out the bathroom with no problem reinstalled all of their own plumbing equipment. They then put a showerpan in there and my husband saw it and came and got me and we stopped the job immediately. We advised them that it was only supposed to be a rubber strip for wheelchair access as I am disabled. The reason I had to replace the shower was because I had already fallen and smashed a shower pan. The installer called their boss and told them this was not the shower I ordered.I told the installers again they said wed get a call And the salesman called me and argued with me. He then said he would call me back but never did. The installers and their boss decided to finish the shower because they couldnt leave us without one. You cannot take a shower in studded walls and insulation. The installers even said that we could go so far as to possibly call another contractor to do the job and that Westshore home would have to pay. The installers did also say they had seen this before and that West Shore Home needed to make it right. They said they noted all our objections and that we did not need to sign the completed form which we did not. A few weeks ago somebody from Westshore called and said that we still needed a shower rod that they had not given it to us so we let them bring it and install it and my husband told them that we were very unhappy and this is not the shower we ordered and they tell us they would let their bosses know. We have made multiple calls and never get anything back and the job has not been done to our satisfaction. The only thing really highly discussed with the salesman is just having the rubber strip across the bottom of the floor so a wheelchair could just roll over it.That is all I cared about. I did not want another shower pan to fall on and smash again. I am considered disabled by the federal government.We never signed or dated a completion certificate (Intentionally.)

  Business Response

  Date: 09/19/2025

  West Shore Home (West Shore) is committed to addressing every customer concern promptly and efficiently. On June 27, 2025, West Shore met with the customer and entered into an agreement for a shower-to-shower conversion designed to provide a lower threshold for improved safety and accessibility. The selected low-barrier shower pan was installed on July 31, 2025. On August 15, 2025, West Shore returned to install a tension shower rod. During the scheduling call for this service, the homeowner expressed dissatisfaction with the height of the new shower pans threshold. To resolve the concern, the branch Installation Manager met with the homeowner on September 19, 2025. Together, they agreed to replace the shower base with one featuring a lower threshold. West Shore is currently sourcing all necessary materials for the re-installation and will contact the homeowner to schedule the earliest possible installation date.

  Customer Answer

  Date: 09/22/2025

  [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:09/09/2025

  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.

  Complaint Against: Westshore Homes (Ocala, **)Purchase Amount: $32,000+Service: Bathroom ******************************** Replacement We hired Westshore Homes for a full bathroom remodel and new windows, paying over $32,000. The work was incomplete, substandard, and the company has failed to resolve the issues despite multiple attempts to contact them.Issues with Work Performed:A hole was punched through a wall into another room during installation.Every window was replaced except the bathroom window the very room they remodeled.The bathroom floor is uneven and improperly installed.The molding does not touch the floor, leaving visible gaps.The shower is missing parts because the crew did not bring the necessary supplies.Workers were rude and disrespectful to my wife during installation.We reported these issues immediately. Westshore admitted they made a mistake in the contract and promised to fix the situation. Since then, the Ocala manager has completely ignored all communication no calls, emails, or follow-ups.Desired Resolution:Complete installation of the bathroom window.Proper repair of bathroom floor and molding to professional ****************** and installation of missing shower parts.Formal acknowledgment of unprofessional conduct by staff.Refund or credit for incomplete/defective work if repairs are not performed.We invested a significant amount of money and have been left with an unfinished, poor-quality bathroom and ignored by management.

  Business Response

  Date: 09/19/2025

  At West Shore Home (West Shore), we are committed to resolving customer concerns with urgency, transparency, and care.  In this instance, on June 16, 2025, a pre-installation appointment was conducted to verify the scope of work and ensure all purchased items were accurately documented. Our pre-installation technician reviewed the window measurements with the customer. During this walkthrough, tje customer indicated that the bathroom ******************** was not to be included in the project.  The technician reviewed the contract and confirmed that the bathroom window was not included, which was consistent with the customers prior acknowledgment.  On August 1213, 2025, installation was scheduled and completed for the full bathroom remodel, eight windows, and a patio sliding glass door. During the installation, the customer inquired about the bathroom ********************, which was not part of the contract.  Following the installation, West Shore's Design Consultant visited the customer's home to clarify the confusion regarding the bathroom window. During the visit, he initiated a change order to include the window and promptly communicated with our Ocala ordering team to begin the procurement process, ensuring the window would be received as quickly as possible.  On August 28, 2025, the customer contacted ********************** expressing dissatisfaction with certain aspects of the installation and requested a call from a manager. Our Installation Manager failed to follow up in a timely manner. On September 23, 2025, the General Manager reached out to the customer and left a voicemail. He returned the call the following day, and we scheduled a visit for West Shore to assess the customer's concerns and compile a punch list of items requiring attention.  As a gesture of goodwill and to address the inconvenience caused, West Shore committed to ordering and installing the previously omitted bathroom window at no cost to the customer.  We are currently awaiting delivery of the window and remain in active communication with the customer to ensure this matter is resolved to his satisfaction. West Shore Home remains dedicated to providing a positive customer experience and appreciates the opportunity to make this right.

  Customer Answer

  Date: 09/22/2025

  Consumer Rebuttal to West Shore Home Response
  
  I am happy with the  "suggested" outcome of West Shore fixing their mistakes, but I want the record to reflect the facts accurately.
  
  1. Bathroom Window Misrepresentation
  West Shore states that during the June 16, 2025 pre-installation appointment I indicated the bathroom window was not to be included. This is false. At no point did I exclude this window. The bathroom window was always part of my understanding of the project, and I have repeatedly stated this. If their contract documents failed to capture it, that is an internal error on their partnot a decision I made. To suggest I acknowledged its exclusion is a misrepresentation.
  
  2. Timeline of Events
  
  Installation occurred August 1213, 2025.
  
  The issue of the bathroom window was only raised after installation began, when I noticed it had not been addressed.
  
  Their Design Consultants later visit and change order do not reflect my intent but rather West Shores attempt to fix an omission after the fact.
  
  3. Failure of Follow-up and Service
  I contacted West Shore about the issue starting August 12th and called every few days requesting an ugrent managers call. Their own response admits that the Installation Manager failed to follow up in a timely manner. This was not a minor delayit was a complete lack of accountability. From the day of installation onward, we attempted to contact West Shore multiple times, calling every few days and leaving messages. We also have recorded voicemails left on West Shores side beginning from the very day the work was done. I am happy to provide phone records to verify this.
  
  4. Bathroom Window Measurements
  Despite claiming the window was excluded, West Shore sent three different people to my home to measure that very window. I have the appointment times and the text confirmations from West Shore for each of these visits and am happy to provide them. Their own actions contradict their claim that the bathroom window was never part of the project.
  
  5. Goodwill Gesture
  West Shore claims that providing the bathroom window at no cost was a gesture of goodwill. I reject this framing. The bathroom window was always part of the work as I understood it. Correcting their omission should not be spun as generosity.
  
  
  6. Current ***************start="165" data-end="168"> West Shore states they remain in active communication. This is misleading. Communication was sporadic, delayed, and only occurred after my repeated outreach and after I filed an active BBB complaint. Until this review was opened, my phone calls and messages meant nothing. We called every few days, left multiple voicemails, and I have records to prove it. In fact, I also have multiple emails from West Shore telling me I would need to pay for the bathroom window. At no point prior to this complaint did management acknowledge their mistake or proactively reach out to resolve it.
  Conclusion
  
  I am satisfied that West Shore is correcting the issues and will complete the project, but their BBB response attempts to rewrite the facts. The reality is:
  
  The bathroom window was never intentionally excluded by me.
  
  West Shores own records prove they measured the bathroom window three times.
  
  We called every few days from the day of installation onward, left multiple voicemails, and even have recordings showing West Shore did not respond.
  
  They mishandled documentation, avoided calls, and failed to follow through on management commitments.
  
  Their attempt to portray this as goodwill is misleading.
  
  

  Customer Answer

  Date: 10/02/2025

  I responded on 9/22 . Please see my ********** case should bro be closed. Weatshore has responded and is working to make this right but the work is NOT YET completed.

• Initial Complaint

  Date:09/09/2025

  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.

  I received a advertisement in my mail box from Westshore Homes and Renovations and it had buy one get one free and free installation so I reached to them for a quote. I was left a home from my father when he passed away and wanted to remodel the two bathrooms master and the spare. I wanted a new shower in the master bathroom flooring in both vanities in both and toilets in both bathrooms. So the quote was ******. I was asked to put down over ****** dollars deposit because they said that if I cancel they may get stuck with the merchandise in their warehouse and may not sale if for over ten years. Well I started pricing the items because when I started thinking about it ****** for two small bathrooms just seemed steep and realized that I also didnt receive the free installation or the buy one get one free as stated in the advertisement I started feeling taken advantage of. So I called them to cancel the project and when the seller called me back the same person who sold it to me said that I needed to let them come and do the shower atleast because they were going to keep my money. Highly upset I didnt know what to do so I said to myself Well atleast I will still get the shower I wanted so told him we'll if your going to keep my money and said I dont feel is right but if your keeping my money then I guess I agree. Well he ended changing the whole shower too I ordered, to something I did not want at all. I ordered gray and white walls with black matte shelves and the rain shower head and a seat ***** Chase completely changed it to plain white shower stainless steel shelves plain **** shower head and no seat . I would not have agreed to that at all. So I invite these people into my home from a card out my mailbox doesn't honor what it said at all made me put down over ****** dollars tell me I cant have my money back dont let me just get the merchandise. I offered that too they dont do that but they do keep your deposit agree to the shower and its all changed too

  Business Response

  Date: 09/19/2025

  West Shore Home (West Shore) takes all customer concerns seriously and is committed to addressing them promptly and thoroughly. In this case, a bathroom installation was completed on June 24, 2025, under a contract originally signed on June 3, 2025. Following the sale, the customer reached out to the Design Consultant. At the time of purchase, the customer received the promotional offer that included the 1-week flash sale price. After further discussions with the Design Consultant, the customer elected to make additional adjustments to the project.  West Shore accommodated these changes after the rescission period, and a signed change order was executed to amend the original contract. 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 met with the customer on September 16, 2025, to review the matter in detail. During this meeting, 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.

• Initial Complaint

  Date:09/04/2025

  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.

  very disappointed We ask them for a patio door replacement, they came and took measurements, and we paid them $1,798 deposit, that was on April 11, 2025.When they brought the door a month later , it did not fit , it was 2 inches wider , they took the door back with them , and took another measurements . We waited another month , did not hear from them,We contacted them to see the status of our order , they informed us that the order been canceled.We been trying to get our deposit back since with no luck .

  Business Response

  Date: 09/11/2025

  West Shore Home (West Shore) is committed to resolving all customer concerns in a timely and transparent manner.  In this case, West Shore met with the customer on April 11, 2025, and a contract was signed for an exterior door project. On May 20, 2025, the customer informed ********************** that the door trim size did not meet the customers expectations and required new measurements. West Shore was unable to source the customers requested changes to the trim sizes with the manufacturer. The customer declined to move forward with the project despite the product being clearly documented in the contract signed on April 11, 2025. Nevertheless, West Shore has resolved this matter with the customer.  The General Manager spoke with the homeowner on September 11, 2025. West Shore has worked with the homeowner to find a solution that was agreeable to both parties and the issue has been resolved.
  
  

  Customer Answer

  Date: 09/19/2025

  **** with West Shore contacted me last week , and he agreed to refund the deposit of $1,987 via the credit card used for this transaction or by sending a cashier check .

   

  Customer Answer

  Date: 09/19/2025

  [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:09/02/2025

  Type:Billing 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.

  About 3 weeks ago this company did a job for me. I had applied for financing and was told by the design representative that I could pay by check upon completion of the job and the finance paperwork would be destroyed. Well, they cashed my check and sent in the finance paperwork, so they got paid twice. When I call, I can get no answers. They also overcharged me. The design representative mentioned a markup on price due to financing but when I paid the total account, the price I was given to pay was including the mark up.

  Customer Answer

  Date: 09/08/2025

  According to the finance company that West Shore sent loan paperwork to, apparently, they have had their money reimbursed. One issue still remains, the overage I was charged and was told would be charged for maybe having to finance the job to help offset, apparently, company expenses on the offer of financing. 

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

   

  Business Response

  Date: 09/22/2025

  West Shore Home (West Shore) sincerely apologizes for the confusion regarding payment processing. The customer originally elected to finance their project. However, a personal check was collected on 8/14/25. The financing company then funded the project on 8/18/25, which resulted in a duplicate payment. Upon review, West Shore immediately took corrective action. On 8/22/25, the funds received from the financing company were returned in full, and we have confirmed that the customers financing account now reflects a zero balance. Regarding the customers concerns about pricing, our General Manager reached out directly to review and clarify the account details. A resolution was provided, and the customer confirmed their satisfaction with the outcome. We regret the inconvenience this situation caused and appreciate the opportunity to address and resolve the matter.

  Business Response

  Date: 09/22/2025

  West Shore Home (West Shore) executed a change order to expedite the refund due to the customer, which was sent on 9/19. The customer and ********************** have come to agreement, and all parties are satisfied.

  Customer Answer

  Date: 09/26/2025

  This complaint has been resolved to the happiness of all involved. West Shore was easy to work with to get this resolved and responded timely to all inquiries. 

   

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

  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. West Shore was easy to work with and timely in their responses to my inquires. 
  
  Regards,
  
  ***** *********
  
  

• Initial Complaint

  Date:08/29/2025

  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.

  We originally ordered two doors from West shore homes. Our sales *** was amazing and I really hate that I have to file a complaint he gets lumped into. Our doors arrived on the first install date with the back exterior door being measured wrong (after 3 separate measurements before ordering). Mistakes happen and we politely agreed to waiting for the reorder. We waited almost two months for delivery and install. After taking another day off from work, the door arrived and they reordered the front door and not the back door. The install people left and it took three days for anyone to call me about anything regarding it even after talking to to the call center to try to find out what was happening. I spoke with the regional manager ******* of the Tampa Bay Area who apologized over and over but could seem to care less about the inconvenience it cause me and my fiance. I had to ask about a discount or compensation for the inconvenience not once but twice on behalf of your company. He advised me they would reorder the door and would install it within a day or two of arrival. Guess what. Radio silence. I have been the only one doing all the work to get information about my doors. After finding out the doors were delivered(I had to call) they tried to schedule two and half weeks out. They are aware of the schedule conflicts we have and gave us all dates we work and would have to call off. Again its our problem to correct west shore homes complete lack of customer care and incompetence. No manager will return a call. Just a scheduling person. Honestly prolly one of the worst home improvement experiences weve had. I cannot recommend anyone to use this company if you want prompt customer care.

  Customer Answer

  Date: 09/14/2025

  Terrible caulking and painting, exposed nail.  Caulk work super thick some areas and thin in others. Didnt even caulk the top span. Still waiting for a manager to call back. Terrible work. Terrible customer service. Terrible business 

  Business Response

  Date: 09/16/2025

  At West Shore Home (West Shore) we are committed to resolving customer concerns with urgency, transparency, and care.  West Shore completed all repairs for the customer on 9/15/2025.  That day, an installation manager fixed the caulk on top of the door and showed the customer the functionality of the handle set. Upon completion of this service, the job was completed. In addition, West Shore resolved all other outstanding matters to the customer's satisfaction.

• Initial Complaint

  Date:08/26/2025

  Type:Billing 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 Monday August 25, 2025 I had new double pained windows installed. The next morning all the new windows installed had condensation in the windows. I Called the company that morning, sent pictures to the company at their request and now they claim they are reviewing it and not getting back to me. The total bill was $4,991.00 which is paid in full. Now I have brand new windows that has condensation and West Shore Home does not seem to be standing behind the quality of their product. All they seem to care about is the sale of their product and money in their pocket.

  Customer Answer

  Date: 08/28/2025

  As of 8/28/25 West Shore Home has sent a service representative, and the problem has been resolved.

  Customer Answer

  Date: 09/29/2025

  New problems with West Shore Homes, new windows. When I went to open windows for air I then realized the screens don't fit. There are gaps on the sides and bottom corners of where the screens get inserted into the frame. Any bugs can fly or crawl in. This is the second problem I have had with the windows. Also a damaged window part was installed. I called today to make the complaint to the company because my windows are useless now, and the soonest they can get here is a week from now. The first problem I really felt never got answered completely, and now with the new problems I am really disgusted, brand new windows and they put a damaged part in. Now I can't even use the windows to get fresh air in the house, I opened the windows and fruit flies flew in under the screen where the gaps are.

  Business Response

  Date: 10/02/2025

  West Shore Home (West Shore) takes all customer concerns seriously and remains committed to resolving them promptly and thoroughly. In this case, on 9/11/2025, the customer contacted ********************** with concerns that her screens were not fitting properly. That same day, West Shore scheduled a service visit. West Shore's Assistant Installation Manager conducted the site visit on 9/18/2025 and confirmed that one of the screens had a noticeable bow along the sides.  On 9/22/2025, the service team placed an order for a replacement screen and waited to receive a confirmed drop date before updating the customer. **************** followed up on 9/29 and left a message informing her that the replacement screen was scheduled to be dropped off on 10/29.  The General Manager made a follow-up call on 10/1, during which the customer expressed dissatisfaction with the windows overall. In an effort to resolve the issue, West Shore Home offered to reorder all the windows she had purchased from us using a different manufacturer. However, she declined that offer.  Ultimately, *** The customer agreed to a resolution involving a partial refund and the reordering of one screen and one window stop.  The customer is satisfied with the outcome with the West Shore Home.

  Customer Answer

  Date: 10/02/2025

  I am questioning what they mean by "partial" when I talked to *** from West Shore Home, he said half of the total cost $4,991.00 and half would be $2,495.50 and that is what we agreed on over the phone plus as he mentioned the screen and stopper. If that is what they meant by "partial" meaning half as discussed on the phone I agree. I just want confirmation about the amount. 

  Customer Answer

  Date: 10/03/2025

  [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. As long as it is half of the total 
  amount of the window's cost as agreed on over the phone with *** from West Shore Homes Oct.1,2025.
  Regards,
  
  ******** ****
  
  

• Initial Complaint

  Date:08/26/2025

  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.

  Remodel my bathroom with a lifetime warranty on parts,contact west shore about an issue I'm having with the faucet and handle they installed,they refused to even send anyone out to even look at the bath room, saying I'm out of warranty, when I paid $5,000 to have a lifetime warranty on parts.

  Business Response

  Date: 09/11/2025

  West Shore Home (West Shore) is dedicated to resolving all customer concerns promptly and efficiently. In this instance the customer signed a contract on 2/19/2019 for a tub to shower conversation. On August 12, 2025, the customer contacted ********************** reporting a leaking tub spout that was originally purchased and installed in 2019. As the item was outside of the warranty period, we advised the customer to reach out to their own plumber to address the issue. On August 25, 2025, the customer informed us that they had hired a plumber, but the plumber declined to service the tub spout due to concerns that it would void their warranty.  As such and as a courtesy to the customer, ********************** has agreed to perform the service. Our General Manager will arrange a meeting with the customer to assess the situation and determine the nature of the required service. Following this assessment, West Shore will schedule an appointment for our master plumber to return and complete the necessary repairs. We remain committed to providing excellent customer service and resolving this matter promptly.

  Customer Answer

  Date: 09/22/2025

  Thank you so much for helping getting this resolved , the problem has been taken care of 

• Initial Complaint

  Date:08/25/2025

  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.

  To Whom It May Concern,My name is ******** *****, and I am writing to formally address my extreme dissatisfaction with the bathroom project that began on July 9th and was scheduled to be completed by July 11th. Today is August 25th, and the project remains incomplete.From the beginning, I was told this would be a 3-day total remodel, yet nearly three months later, my family of four has been forced to share one functioning bathroom because the other remains unusable. The lack of communication, professionalism, and follow-through from your company has been unacceptable.I have made numerous phone calls in an effort to get updates. Each time I call, I am transferred to multiple people, only to be told that a manager will email me. To date, I have not received a single email. On one occasion, a technician came to my home, looked at the unfinished bathroom, and unprofessionally asked me, What do you want done to it exactly?Additionally, my childrens bathroom vanity-which I was told would arrive by August 19th-is still missing. I called on August 19th, 20th, and again today, and no one has been able to provide me with any concrete information regarding its status.This experience has caused significant inconvenience and frustration for my family. I have documented photos of the unfinished work that was marked as complete by your technician.I am requesting that a manager contact me directly and immediately regarding the completion of this project. If I do not receive communication and resolution promptly, I will be left with no choice but to pursue legal action.This project cost me over $35,000 with a $10,000 down payment.

  Business Response

  Date: 08/28/2025

  At West Shore Home (West Shore)  we are committed to resolving customer concerns with urgency, transparency, and care. We appreciate the opportunity to address this matter and provide the following summary of events regarding Ms. ****** installation project.  In this instance, a shower and bath installation was scheduled and completed with service between July 9 and July 11, 2025. During the installation, it was noted that the vanity top did not fit properly.  On July 15, 2025, our **************** team attempted to contact Ms. ***** to inform her that replacement parts had been ordered. A voicemail was left, as we were unable to reach her directly.  A follow-up call was placed on July 21, 2025, during which another voicemail was left requesting to schedule a service appointment.  Ms. ***** returned our call and scheduled the service visit for July 29, 2025. During that appointment, our service technician confirmed that a new vanity top would be required and initiated the order.  On July 31, 2025, **************** left a voicemail notifying Ms. ***** that the necessary parts had been ordered and that we would follow up once a delivery date was confirmed. On August 15, 2025, Ms. ***** contacted us for an update, and we provided an estimated delivery date of August 19, 2025.  On August 27, 2025, our Branch Installation Manager and Assistant Installation Manager visited the home and completed the installation to the customers satisfaction.  We are pleased to confirm that the project has been completed in full. We value Ms. ****** patience throughout this process and -remain committed to delivering high-quality service and support to all our customers.

  Customer Answer

  Date: 09/04/2025

  [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: 23794580
  
  I am rejecting this response because I was told this project would be completed in 3 days, however it was not. The lack of communication within the company is unacceptable. The professionalism with the technicians is unacceptable. The condition my bathrooms in my home were left before the actual technician came out is unacceptable and highly frustrating. The voicemails that were left were informing that the parts for the bathroom project was not yet in. 
  I called the company multiple times myself for updates in regards to when the parts would be in. No one was able to direct me to a manger and no one was able to answer why I did not receive an email from a manger when I asked. I then asked a customer service representative for a mangers email and he in turn gave me HRs email. This is the only way I was able to communicate with a manger directly. 
  I am highly upset that it had to come to those terms and conditions. 
  Regards,
  
  ******** *****
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:08/25/2025

  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.

  Had door installed in june after a cancellation, a piece of trim was damaged notified company and they said they had to order part. Part came in and in last seven weeks installation was canceled three times.last time , today August *******with new date set for September ******* not gauranteed .

  Business Response

  Date: 09/08/2025

  West Shore Home (West Shore) regrets the challenges the customer has experienced and understands the frustration expressed.  We sincerely apologize for the inconvenience you have experienced regarding the completion of your install. At the time of the original installation, the necessary trim work was found to be damaged from the vendor, which unfortunately caused delays. Compounding this, the busy summer season and staffing challenges impacted our scheduling, and we regret that this led to multiple reschedules.  Please know this is not reflective of how we strive to conduct business or how we want to be perceived by our valued customers. Our General Manager has personally reached out to apologize and ensure your concerns are being handled with priority. The management team is committed to completing your service on 9/10/25, and we greatly appreciate your patience and understanding as we work to make this right.