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

  1203 N New Hope Rd Raleigh, NC 27610-1413

  
• 

  West Shore Home

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

  
• 

  West Shore Home, LLC

  3405 Merchant Ct Wilmington, NC 28405-2149

  
• 

  West Shore Home

  108 Pidgeon Bay Rd Summerville, SC 29483-3469

  

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:08/18/2025

  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.

  So we got our Shower installed they said the caulk would last and is strong enough for space. It's already deteriorating and it hasn't been that long it's turning black and showing Mold we tried to contact this company they wouldn't even add a Shower door after spending $****** Dollars for just a shower they wanted even more money to add a door. We just want this to get fixed but they have refused to come out when we try to contact them they never reach back out. We feel that we got ripped off after looking at other Bathroom remodeling jobs it's looking like we could have had a full bathroom remodel for ****** and all we got was a molded shower ?? with a poor shower head and no door installed.

  Business Response

  Date: 08/25/2025

  West Shore Home (West Shore) takes all customer complaints seriously and works diligently to resolve them. In this case, the Customer was displeased that the caulk was compromised, and they believed they had ordered shower doors but did not receive them.  On 8/25/25, West Shore's ***************************** called and set up a service for new doors and new caulk and was able to satisfy the customers concerns. The General Manager also spoke with *** *****, who expressed satisfaction with the plan and appreciated West Shore reaching out to address his concerns.

• Initial Complaint

  Date:08/17/2025

  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.

  West Shore Home LLC remodeled a shower for me on July 7-8, 2025. The lead installer, ****, said he dug down 2 1/2 feet but couldn't find the shower pea trap. He said he would splice. I said no as I didn't want the 1964 piping to present a later problem. He told his assistant to "get another one off the truck." I presumed that meant a new pea trap. Thirty minutes later, he showed me an old ***** pea trap in his work bucket, saying that was mine. He finished the job on the second day. I paid in full and requested a copy of the final inspection paperwork be mailed to me on the closeout form.On July 23, 2025, I hadn't received that confirmation so I sent a certified letter to the ************** office at *************************************************************** to the general contractor of record, ******** ******* for ******************* Permit HC-BTR-**********. **** confirmed tracking receipt at 2:50 p.m. on July 25, ******* of August 17, 2025, I have not heard from West Shore. I want to be reassured the install was done properly with a new shower pea trap and request that pictures taken on the job are mailed to me with the proof of passing final inspection.The cost of this job was $16,574.

  Business Response

  Date: 08/28/2025

  West Shore Home (West Shore) takes all customer complaints seriously and works diligently to resolve them. In this matter,  the customer informed ********************** that she is happy with the outcome of the project but requests the permit filing documents, final inspection results and pictures of the new plumbing. West Shore emailed the customer the permit filing with the county and the final inspection paperwork from the virtual inspection, but West Shore Home does not have pictures of the new p-trap as the inspection is virtual. 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: 09/02/2025

  [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: 23757996
  
  I am rejecting this response because West Shore has not provided photographs to document that a new shower pea trap was installed. Further, the general manager said he would come by to inspect the tiny width of the shower pan where a person stands, which is only 22 inches wide. The general manager did provide the final inspection proof.

  
  Regards,
  
  ***** *****
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 09/12/2025

  West Shore Home (West Shore) takes customer complaints seriously and believed that this issue was resolved as the ** had provided the inspection paperwork to the Customer and had a visit to the house scheduled. The visit has since taken place on September 10, 2025, and a plan that is satisfactory to all parties has been agreed upon to address the pan size and has been scheduled for November 11, 2025, to accommodate the customers work schedule.

  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:08/15/2025

  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.

  August 5, ****** ******* with West Shore came out to give us a price on a new shower. He was a very aggressive salesman. He talked to us about pricing, then we decided to buy it. He has us sign & initial several pages. Never telling us what we had signed. After going over our finances over the following weekend we realized we didn't have the $ to pay for it. We called to cancel, the lady said we had signed that we couldn't cancel after 3 days. They're now charging us 35 percent for canceling. We never got paperwork to read. **** made us feel uncomfortable when he took pictures of our credit card. He said he sent it but it never came thru our email. Can you please help us. My husband is 80 & I'm 76. We don't have a way to pay this.

  Business Response

  Date: 08/25/2025

  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 August 8, 2025, and a contract was signed for a bath installation project. Per the Customers request, the contract was subsequently canceled by the Customer on August 11, 2025. At that time, we reminded the Customer of the 35% cancellation fee. The customers declined to move forward with the project and stated they were not advised of the cancellation fee and the financing terms, despite this being clearly documented in the contract they signed on August 8.  Nevertheless, West Shore has resolved this matter with the Customer.

  Customer Answer

  Date: 08/27/2025

  [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:08/15/2025

  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 started off with great expectations from this company Went down hill fast Sent wrong materials manager had to bring product out Workmen were not qualified to do this work Had issue after issue redos after redos Different calls to different managers people sent out to evaluate situation still had a mess Finally got some satisfactory work Then started second bath sent same guy hacked up the second bath really good The managers never stayed on top of job had to call call call I have a forty thousand dollar hack job in two bathrooms I know I am not the only one this has happened to someone should step in and put a stop to their adds about hiring qualified workers and giving great three day service my Three month nightmare is not over Still waiting on vanity to be fixed and still worried about what might be under all the hacked up cut up and glued up mistakes

  Business Response

  Date: 08/28/2025

  West Shore Home (West Shore) takes all customer complaints seriously and works diligently to resolve them. In this matter, West Shore went to the customers house for installation on 5/20 -5/21 and 5/27 with a visit by West Shore's master plumber on 5/28. The customer informed ********************** that she was unhappy with the outcome of the project, so West Shore sent an Installation Manager to the customer's residence on 6/10 followed by a visit from the service team on 6/17 to address the issues. Thereafter, the customer informed ********************** of issues with another bathroom and West Shore is working to resolve those issues.  West Shore continues to work with the customer to find a solution that is agreeable to both parties. In the meantime, West Shore has ordered a new vanity which has a delivery date of 9/8, at which time the General Manager will go with the service team to supervise the vanity install.

• Initial Complaint

  Date:08/14/2025

  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.

  April 2024 - West Shore removed old door and installed new door October 2024 - Noticed door was harder to open and close March 2024 - Door becoming harder to open and close 6/25/25 called West Shore to initially adjust door because it was very hard to open and close. Later called again to have door inspected as well as the door was actually separating from the wall and there was a noticeable lean from top left to bottom right which was causing separation.7/16/25 - this was the earliest they could come out. Inspector agreed that the door was installed incorrectly and even though the one year labor warranty ran out, they agreed that this was installed incorrectly and would not cost me anything to reinstall. The earliest they could schedule me was 8/14. Meanwhile we have had large ants coming in the house through where the door had separated from the wall. In some locations I can fit my whole thumb through which made it very easy for the ants to come in. I have tried to seal with foam to prevent them from coming in, but they were still able to enter. Told West Shore about this, but they could not come earlier than 8/14.8/14/25 - they were scheduled to start at 8AM and received a call 8:03AM that the whole crew was "sick" and would have to reschedule. Very suspicious that they called at the time they were to begin work that they could not make it. They said they will reschedule to Saturday. Told the lady that this is an issue due to the ants coming in. Received another call at 1:44PM that they would not be able to come Saturday and that they would put me on a "wait list" for sometime in September. So not only did they install my $8,000 door incorrectly, they can't seem to come and fix their mistake. I told them if I did not get a call that they could come soon, that I would file a complaint.I've uploaded the invoice for the door installation which was promptly paid upon receipt.I am now worried about my pets due to insecticide for ants.

  Business Response

  Date: 08/25/2025

  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 April 3, 2024, under a contract signed on March 1, 2024.On June 25, 2025, West Shore was notified of a service issue with the door. A door adjustment was completed on July 16, 2025. On August 15, 2025, the Installation Manager met with the customer and determined that the entire unit would need to be reset to prevent future concerns. A service appointment was scheduled for August 21, 2025, at which time the door was reset and made operable.  During the visit on August 21, 2025, the Installation Manager advised the customer that a full frame replacement would be required. The frame has since been reordered, and West Shore is currently awaiting the estimated arrival date of the material. The General Manager and Installation Manager have remained in continuous contact with the customer and will continue to provide updates until all service work is completed to the customers satisfaction.
  

  Customer Answer

  Date: 08/27/2025

  
  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.  Installation Manager was responsive and reset the door so it's actually opening and closing better than the original 2024 installation.  He also taped the space between the door and the drywall to prevent ants from coming in the house.  It mostly worked, but a few are still getting in so will be great when the door is re-installed correctly.  General Manager also called to confirm status and resolution.
  
  Regards,
  
  ******** De La Rama
  
  

• Initial Complaint

  Date:08/11/2025

  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.

  In 2023 Westshore home installed a new walk-in shower in my bathroom. We had issues with mold in the caulking they came and replaced it once. The issue returned. I called to have them come fix it and they want to charge me $150 just to come look at it. being that we paid over $10,000 for this shower we should not have mold within 2 1/2 years and we shouldnt have to pay for them to come out and fix it

  Business Response

  Date: 08/19/2025

  At West Shore Home, we are committed to treating every customer with fairness and respect. As part of our service commitment, and per our contract, we provide complimentary service for the first 12 months following installation. During this time, we addressed the shower door and caulking concerns multiple times at no cost to the customer.  After the first year, a standard service fee of $125 applies. While all installed products remain covered under their respective warranties, this fee helps offset fuel and labor expenses associated with sending a service team to the home. This policy allows us to continue providing timely service while recognizing that issues arising years later may not be directly related to the original installation.  Our goal is always to ensure customer satisfaction, and we remain committed to standing behind both our products and workmanship.

• Initial Complaint

  Date:08/08/2025

  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.

  Sales person (****** *****) used unethical sales tactics in order to make a quick sale. The lowered the original quote if we agreed to the quote before she left. We asked for time to consider the quote. She refused and left. When we tried to speak to someone in authority, we were given the run around. We were even told that the supervisor did not have a phone. My mother is 87 years old and her partner is 88 years old and has advanced Alzheimer's. I feel as though she was taken advantage of because of her age. We did not accept the offer.

  Business Response

  Date: 08/12/2025

  West Shore Home (West Shore)  takes all customer concerns seriously and is committed to resolving them promptly. According to our records, a West Shore Home Design Consultant met with the homeowner on August 14, 2025, for a shower/bath appointment. The Design Consultant went through the appointment and explained opportunity costs and West Shore's Initial Visit Price (***) . The next day the Customer called ********************** **************** requesting a call back from management.  The Sales Manager called to address any concerns. The Sales Manager professionally reviewed how the *** process works with the Customer; thanked her for her feedback and expressed that West Shore may not be the best option for her project at this time and wished her well. The Customer called the customer service line again and requested a call from the General Manager (**) who responded that day, August 15, 2025. The ** listened to her feedback and explained again how the *** works. The ** then clarified opportunity costs and that everyone gets the same pricing with the same opportunities. The customer stated she understood, and the call ended amicably.

  Customer Answer

  Date: 08/12/2025

  The company stated in the last message that the manager spoke to my mother on August 15, 2025. Unless we live in another dimension, nobody can speak to anyone on a date that hasn't occurred yet. I am typing this on August 12, 2025. The conversation did not end on a positive note. They are lying. We no longer want the shower installed. My desired outcome would be that ****** ***** and ******* **** send a written apology to my mother. If that doesn't happen, I will demand that their A+ rating be removed. 

  Customer Answer

  Date: 08/12/2025

  How on earth did ****** ***** visit our home on August 14, 2025, when today is August *******? They aren't even knowledgeable enough to read a calendar. If they are this incompetent, consider the load of c*** they have been dishing out. This is ridiculous. 

  Customer Answer

  Date: 08/12/2025

  [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: 23721755
  
  I am rejecting this response because:

  Their version of what happened is not true. In the response they sent, they indicated that the sales representative visited us on August 14, 2025. That date has not happened yet. They made us an offer that we were pressured into taking. We were told that the offer was off the table. This is aggressive sales tactics. My mother is 87 years old and ****** attempted to bully and pressure her into taking the offer. When we declined the offer and told her that she was pressuring her, she became visibly angry and stormed out. I will not tolerate such a disrespectful verbal attack against my mother. I have no intention of dropping this complaint until their A+ rating is removed. 
  
  
  Regards,
  
  ****** *******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 08/21/2025

  West Shore Home 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 07, 2025. There was no contract signed, or agreement made with the customer. However, the next day the customer raised certain concerns about the companys sales process. The General Manager personally reached out, speaking with the customer on three separate occasions to address their concerns. The General Manager worked through each of the trepidations explaining in detail the companys promotional discounts and opportunity costs. Also, the General Manager explained that the design consultant was a previous customer service representative who had received multiple company awards and was always acting in the customers best interest. The General Manager reached out to the customer again on August 19, 2025, at which time the customer informed ********************** that she didnt believe a resolution was possible. The General Manager addressed each of her concerns again, spent extra time to ensure no detail was missed and ended the call amicably reiterating how West Shore Home cares about our customers and remains committed to delivering quality service.  

  Customer Answer

  Date: 08/22/2025

  All I asked is for them to send a written apology to my mother. I guess they think they are too good to do that. In my opinion they are just out to make money, nothing more. 

  Customer Answer

  Date: 08/22/2025

  How much did they pay the BBB to get the complaint closed. 

• Initial Complaint

  Date:08/07/2025

  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.

  Had shower installed 2/1/24 they were done in 1 day as they advertise. Leaking pipes 2/2/24 they came and fixed that. 2/9/24 came back to replace shower pan it had a big bubble in it so that was a total reinstall was going well then my mom fell fractured her hip I don't use that shower I have my own but I was cleaning the shower noticed the water puddling and noticed the silicone they put in is falling off I called 7/24/25 to tell them and they said your out of warranty I said ok but I think someone should come look at the ******* ship that your staff did they sent some of 7/28/25 the gentleman took pic and said yes I see the work and I see the shower pan puddling but I have to send the photos to manager. They called8/1/25 and said yes it's a total redo but your out of warranty so it will cost you labor ****** I asked her to send it to the manager she called 8/4/25 and said the shower pan is covered under lifetime warranty but you have to pay for labor ok I said this will be my 3rd shower pan so why should I pay all the labor there response it's out of warranty I but if I do this I get a new warranty oh no she says your out of your warranty. I said this is a brand new install or redo why should I keep paying for the faulty shower pan and the workers workmanship.I do have pics.The pics I dropped blue dye in the shower you can see where it stays, the mold in the corner which now can effect the green board the chaulking around the window which can damage the green board also.Thank you ******

  Business Response

  Date: 08/20/2025

  West Shore Home (West Shore) is committed to addressing all customer concerns with urgency and care. In this case, a shower/bath installation was completed on February 8, 2024, following a contract signed on January 27, 2024.  On April 22, 2024, our Installation Manager conducted an on-site inspection in response to the customers report of water pooling in the ********************** pan. At that time, we informed the customer that we would perform a full replacement. This work was completed under warranty on May 2, 2024.  On July 24, 2025, the customer contacted us again regarding similar pooling issues. A service technician was dispatched to inspect the shower pan, and it was determined that the issue had recurred. While the labor warranty had expired, the product remained covered under the manufacturers warranty. We explained to Ms. ***** that a labor fee would typically apply for another replacement.  However, as a gesture of goodwill and in recognition of her continued trust in West Shore, we have agreed to waive the labor fee and proceed with a full shower replacement. All necessary parts are currently in stock, and we are actively coordinating with Ms. ***** to schedule an installation date that accommodates her availability.  West Shore Home remains dedicated to delivering quality service and ensuring customer satisfaction.

  Business Response

  Date: 08/20/2025

  West Shore Home (West Shore) is committed to addressing all customer concerns with urgency and care. In this case, a shower/bath installation was completed on February 8, 2024, following a contract signed on January 27, 2024.  On April 22, 2024, our Installation Manager conducted an on-site inspection in response to the customers report of water pooling in the ********************** pan. At that time, we informed the customer that we would perform a full replacement. This work was completed under warranty on May 2, 2024.  On July 24, 2025, the customer contacted us again regarding similar pooling issues. A service technician was dispatched to inspect the shower pan, and it was determined that the issue had recurred. While the labor warranty had expired, the product remained covered under the manufacturers warranty. We explained to Ms. ***** that a labor fee would typically apply for another replacement.  However, as a gesture of goodwill and in recognition of her continued trust in West Shore, we have agreed to waive the labor fee and proceed with a full shower replacement. All necessary parts are currently in stock, and we are actively coordinating with Ms. ***** to schedule an installation date that accommodates her availability.  West Shore Home remains dedicated to delivering quality service and ensuring customer satisfaction.

  Customer Answer

  Date: 08/30/2025

  [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,
  
  ****** S *****
  
  

• Initial Complaint

  Date:08/06/2025

  Type:Customer Service 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 hired Westshore homes on September 21, 2024 to install a custom door at my Home residence **************************************************************************************. Date of actual installation was December 20, 2024 I let the holidays go by and by December 27, 2024. I was sending pictures emails and text messages to provide visual complications with the door wrong coloring of the door casing. I was then provided multiple appointment times whereas I took off of work sat here all day and had multiple no-shows. I have all emails photos. Text messages to provide the proper documentation between this company and myself I have been lied to this entire time And have been paying on a door that is still incorrect. I have missed out multiple days of work financially affecting my family I ask the loan be paid back entirely and I get paid for the days that I missed from work waiting here as they were no-shows. As well as my door being horribly installed with incorrect color casing , not being attached to my home being a danger with the sharpness of these metal edges. This entire time. Today is August 6, 2025.

  Business Response

  Date: 08/19/2025

  West Shore Home (West Shore) takes all customer concerns seriously and is committed to addressing them promptly and thoroughly. Our records indicate that the customer contracted with ********************** on September 21, 2024, for the installation of a custom door, which was completed on December 20, 2024. The customer reported concerns regarding the color of the door capping and other installation-related items on December 23, 2024.  Our team made multiple attempts to schedule follow-up service visits to address these concerns, and we understand there were instances where the customer experienced delays and missed appointments due to logistical challenges. Additionally, access to the customers home was difficult due to the terrain in the North Carolina mountains.  Since receiving this complaint, our local management team has reviewed the project and service history in detail. We have reordered the correct casing materials and scheduled a service appointment to complete the work at no charge to the customer.  ********************** is committed to completing the service promptly and ensuring the finished project meets both our quality standards and the customers expectations. This service is scheduled for August 22, 2025, and a representative from our management team will remain in contact with the customer until the matter is fully resolved.

  Customer Answer

  Date: 08/19/2025

  [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: 23708961
  
  I am rejecting this response because:
  I have been lied to by almost all personal in the company and was not attended to in a timely matter. I have taken off multiple days from work and been paying for a door I have not been fully satisfied with since day one. The fact is they had over eight months to resolve this yet have only now since I stated I would be reporting them to the BBB been trying and can now make it up my road. They have cancelled on me so many days with every excuse. My road has always been accessible and we have everyone from contractors to cars drive the road daily with no problem. Even the initial install there were no issues . I am willing to negotiate a partial repayment on the loan and for my loss of wages due to their incompetence. 
  
  Regards,
  
  ***** ****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 08/29/2025

  West Shore Home regrets the challenges the customer has experienced and understands the frustration expressed. The General Manager has been in contact with the customer and has presented two resolution options. At this time, the customer has indicated they are reviewing these options with their spouse and will provide an answer by the end of the week. We remain committed to working with the customer to reach a fair resolution and will move forward promptly once we receive their decision. 
  

  Customer Answer

  Date: 09/14/2025

  [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: 23708961
  
  I am rejecting this response because:
  My husband and I signed an agreement document on August 30th 2025 and it included us receiving a refund check in the amount of $6,060 which we have not received yet. I would like to know as to why two weeks later we have nothing yet. 
  
  Regards,
  
  ***** ****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 09/23/2025

  West Shore Home (West Shore) takes all customer concerns very seriously, and we regret the frustrations the customer has experienced.  In this case, the original reimbursement check was issued via standard mail. After learning the customer had not received it, we immediately placed a stop-payment on that check to prevent any issues. A replacement check has since been reissued and sent to the customer via ***** Overnight to ensure timely and secure delivery. Our team remains committed to resolving this matter and ensuring the customer is satisfied with the outcome.

  Customer Answer

  Date: 10/01/2025

  [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:08/04/2025

  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.

  On May 14, 2025 I had a consultation with West Shore and purchased a master bedroom bathroom remodel and a bathtub replacement for my guest bathroom scheduled for June 30th through July 2nd. On the first day the employees left early to assist another worker. The next day I advised that the ceiling was missing in the master bathroom which I was told later that it should have been the first thing added. Once work was supposedly completed. The following is what I found:1) Cold water pressure almost nonexistent in faucet of new tub. They had to remove the wall to find the mistake that was made during installation. 2) Master bathroom shower head leaking. 3) Walk in shower had water leaking on the floor because they failed to add silicone to the side and bottom frame. 4) New vanity doors uneven and left door rubbing against the wall because side panels were missing. They had to remove and reinstall. 5) Toe kick missing. 6) A section of the new flooring missing. 7) Sliding door handles were missing and had to wait a day to install. 8) Baseboard not flushed against the new shower. 9) Leaked drops of some kind of liquid on my hardwood floors. Pictures attached. 10) Shower head in the master bathroom leaks at odd hours.Not sure what training these employees received but the amount of errors on this job shows some incompetence.. I showed the ** all my issues on 7/11/25 and this was after a call on 7/5/25 along with a miscommunication on West Shores part that resulted in a no show. I can send additional photos if needed but the ** saw the issues and the additional employees who were sent to make the corrections took pictures.I am still waiting on the piece for my flooring and my hardwood floors are going to have to be professionally cleaned. I am requesting money for refinishing this area.I received a call today (which should have been made weeks ago) checking to see if everything had been fixed. Ironically this complaint was going to be sent in today any way.

  Business Response

  Date: 08/14/2025

  West Shore Home (West Shore) takes all customer complaints seriously and is committed to resolving them promptly and thoroughly. In this instance, the customer entered into a contract with ********************** on May 15, 2025 for a full bathroom remodel. The project was completed on July 2, 2025. Shortly after installation, the customer raised several concerns regarding the quality and completeness of the work performed. The General Manager met with the customer on July 11, 2025, at which time all issues were reviewed, and a resolution plan was agreed upon. On July 19, 2025, West Shore returned to the customers home to perform a one-wall redo in the bathroom. During this visit, it was determined that additional work was required on the flooring. A follow-up service appointment is scheduled for August 19, 2025 to complete these repairs. The General Manager has maintained direct communication with the customer, confirming that the agreed-upon resolutions address the concerns raised. West Shore remains committed to ensuring all aspects of the complaint are fully resolved to the customers satisfaction.
  
  

  Customer Answer

  Date: 08/14/2025

  [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,
  
  ******** *******