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

  9414 Highway 62 Charlestown, IN 47111

  
• 

  West Shore Home

  834 Rivit St Greenville, NC 27834-0846

  
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  West Shore Home, LLC

  1210 Scholastic Way Chesapeake, VA 23323

  
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  West Shore Home, LLC

  2495 Boulevard of the Generals Bldg A Norristown, PA 19403-5236

  

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:08/02/2025

  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.

  The final width of the shower did not follow the foot print of the original tub and shower making the shower very narrow.The final dimensions were not discussed with me and it would make sense that the shower dimensions would be the same as the old shower.An additional piece had to be added to cover the floor where the old tub was. I have no complaints with the installation team and their work which was done extremely well. I dont know what you will be able to do to rectify this issue but I would strongly suggest that your sales team should be better trained in regards to the measurement process concerning existing foot prints and the new installation in regards to relaying this information to the customer

  Business Response

  Date: 08/11/2025

  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 new ********************** space was two inches smaller than the original and that the difference was not communicate to him properly. West Shore's Philadelphia General Manager spoke with the Customer and was able to satisfy his concerns by offering a redo of the job with the expected size shower pan. The Customer expressed satisfaction with the plan for a redo and appreciated West Shore reaching out to address his concerns.
  

• Initial Complaint

  Date:08/01/2025

  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 have had several problems since going with this company. We purchased a door, frame, and screen door for around $7000. We have had several problems occur during this time and many ongoing visits with them coming back out to replace, redo, and readjust. This last incident was very frustrating. They advertised quality and satisfaction but fail in that department. I couldn't even get anyone to call me back. I kept calling several times but never a return call. They missed the whole door seal in my screen/glass door. They are supposed to be the experts. One night I opened my door to let the dogs out before going to bed and a whole river of water came gushing in that had been trapped between the doors, all over my hardwood floors. The response was, no response... they didn't even return my call from the details i left with the night services 24 hour team! Towards the end of the next day I had to call again and leave another message. A month now I am still waiting on another replacement. I asked if I could have an upgraded door for all the troubles,calls,and time I have put in dealing with their satisfaction ?? guarantees.but they said no it would cost me another $2000. Ridiculous not even a credit of some sort having had to deal with all the lies and garbage for the amount of money and time wasted. I think I deserve a refund, an upgraded screen/glass door, or my account taken care of in some way. Its pouring out right now and I have to stuff a big bath towel in between the doors, shut it just right, wring it out after it rains each time and wipe everything off to prevent rust. I want and deserve Customer Satisfaction after trusting this companywith my funds! Even the manager that came out to inspect the door to see the door said that (the specialist should have caught this. I still have the defected door and its been since June 12th almost 2 months I've been dealing with just this latest issue .

  Business Response

  Date: 08/19/2025

  West Shore Home (West Shore) takes all customer complaints seriously and is committed to resolving them promptly and thoroughly. In this case, West Shore completed an entry door installation project on May 14, 2024, under a contract signed on April 9, 2024. Since installation, West Shore has serviced the entry door on multiple occasions. On June 13, 2025, the customer contacted ********************** regarding an issue that arose outside of the Peace of Mind warranty period. West Shore responded on June 16, 2025, and successfully scheduled a follow-up service appointment after speaking with the customer on June 17, 2025.  The Assistant Installation Manager met with the customer on June 20, 2025, and determined that the storm door had a manufacturer's defect, allowing water to infiltrate the home. A replacement unit was ordered, and installation is scheduled for August 18, 2025.
  The General Manager will follow up with the customer after the service is complete to confirm that the work has been completed to their satisfaction and that the issue 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: 23688796
  
  I am rejecting this response because:
  Although the business finally came yesterday, August *******, to install the updated screen/storm door, I believe that the mistake made by not properly inspecting the door to begin with should have been caught by the technician.  It is their profession as door specialists who should have clearly seen it was missing the door seals.. I believe I should have gotten the new door as paid for originally , not a manufacturer defective one. Many months later. I need to be compensated in some way for the trouble it has been. 
  
  Regards,
  
  ***** *******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 08/27/2025

  At West Shore Home, it is never our intention for our customers to receive a defective product or to experience an extended timeline in having an issue resolved. We value the feedback and take the concerns seriously. At this time, the installation is completed, and the door is fully operational; however, we acknowledge the impact this process had on the customer.  The General Manager and ***** ******* spoke over the phone on 8/26/25, coming to an agreement on future handling. Following a conversation with the General Manager, the customer confirmed they are satisfied with the resolution. We appreciate the opportunity to resolve this concern and remain committed to delivering a positive experience for our customers.

• Initial Complaint

  Date:08/01/2025

  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.

  4/22/2025 contracted with West Shore Homes to install a new shower in my master bath. Project costed over $15,000 dollars. Job was poorly done which resulted in two leaks from the installation which damaged the sub-floor, ceiling support beams and dry wall ceiling on the first floor. Since repairing the leaks, they have been neglectful in repairing the damage to the ceiling. Each attempt by a West Shore associate was poorly done so the company reached out to a third party to correct the damages. This only resulted in the attempted repairs to be more BOTCHED. I am still being informed that a new company will reach out to me to correct the problem, as of today 8/1/2025 no one has reached out to me, and my ceiling is still not repaired or painted. Need my home damages caused by West Shore completed.

  Business Response

  Date: 08/20/2025

  West Shore Home (West Shore) takes all customer complaints seriously and works diligently to resolve them. In the case, there was unintentional damage to the ceiling in the home as a result of the original installation.  West Shore hired a 3rd party to repair the ceiling, and the job was not completed to the homeowner's satisfaction.  West Shore then sent the 3rd party back to redo the work, and it was still not completed to the satisfaction of the homeowner. West Shore continued to work with the homeowner to find a solution that was agreeable to both parties and the issue has been resolved.

  Customer Answer

  Date: 08/21/2025

  [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: 23686119
  
  I am rejecting this response because:  West Shore Home is premature stating that a solution between both parties have been resolved.  The offer for a resolution from West Shore Home is under review and consideration by me and no instrument at this time has been signed off by either party only presented by West Shore for me to consider.  

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

  
  

  Business Response

  Date: 08/29/2025

  At West Shore Home (West Shore) we are committed to resolving customer concerns with urgency, transparency, and care.  West Shore will be completing all repairs for the customer on 9/9/2025.  That day, a service technician scheduled to re-caulk the shower and replace the drain cover. Upon completion of this service, the job will be completed. In addition, West Shore Home and the customer have come to terms for time and inconveniences caused by service appointments. 

  Customer Answer

  Date: 09/05/2025

  [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:07/28/2025

  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 17 windows installed by this company on 7/17/25. The installers were fantastic but while putting the rooms back together, I noticed a problem. My window sash on 3 windows would only raise up to 11 max heighth and that I need 13 heighth to put my window units back on my windows. I contacted **** who was the lead installer and he called **** his supervisor. About an hour later, **** called me back and said it was what it was. He stated things werent going to be exactly the same after install. I was livid and told him that excuse was unacceptable especially after paying $20k for new windows. A few hours later, a ***** ********* called me back and stated the same thing. This type of customer service is unacceptable. When our sales *** come to see me, he didnt say that we wouldnt be able to put our window ac units back in our windows. No one has reached out for a resolution. They sent me emails about buying floor ac units instead of trying to resolve the sash issue so my window acs can go back in my windows. I wouldve never bought these windows had I have known. *** also sent the ceo emails and no response either.

  Business Response

  Date: 08/19/2025

  West Shore Home (West Shore) takes all customer concerns seriously and is committed to resolving them promptly and thoroughly. In this instance, a window installation project was completed on July 17, 2025, based on a contract signed on June 17, 2025.  At the time of installation, the customer raised certain concerns, which were immediately addressed. The General Manager personally reached out to the customer on the day of installation to ensure their concerns were heard and addressed. On July 24, 2025, West Shore provided the customer with several options to resolve the issue with a follow up email on July 25, 2025, to continue working toward a satisfactory outcome. The General Manager reached out to the customer again on July 29, 2025, at which time the customer informed ********************** that he had successfully installed his existing window units into the newly installed windows. West Shore Home remains committed to delivering quality service and ensuring customer satisfaction.

  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: 23666788
  
  I am rejecting this response because:
  
  The business said it was what it was. They didnt offer any way to resolve this issue nor did they send a technician out for us to try and resolve issues together. I had to modify windows myself to reach my goal. West shore did nothing to help resolve issues together. Still requesting refund of three windows. 
  Regards,
  
  ****** *****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 08/28/2025

  At West Shore Home, it is never our intention for our customers to receive dissatisfaction with the fulfilled contract. We value feedback and take concerns seriously. At this time, the installation is completed, and the windows are fully operational; however, we acknowledge the impact this process had on the customer.  The General Manager and the customer spoke in person on 8/28/25, coming to an agreement. We appreciate the opportunity to resolve this concern and remain committed to delivering a positive experience for our customers. 

  Customer Answer

  Date: 09/10/2025

  [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: 23666788
  
  I am rejecting this response because:
  Her offer was an insult to me. $3000
  
  Regards,
  
  ****** *****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 09/15/2025

  At West Shore Home, it is never our intention for a customer to feel dissatisfied once a contract has been fulfilled. We value customer feedback and take all concerns seriously. On 9/12/2025, our General Manager spoke directly with the customer and provided a resolution. Both parties agreed to the outcome, and the matter has been fully resolved.

  Customer Answer

  Date: 09/18/2025

  [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:07/25/2025

  Type:Product 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 purchased impact resistant double front doors from Westshore Homes Wednesday February 19th, 2025 for $18,871.00.The first set was hung crooked, frame is crooked, threshold is bent and trim was cut to short. Also paint was missing on the doors. We are now on set 3 that were supposed to be delivered. The installers said they were so badly damaged they wouldnt even hang them. Now the manager is charge was supposed to call us back. We are now being ignored. They have the money but are not following through w the delivery of our custom we ordered. The damaged ones are hung improperly and now hurricane season is here. Please HELP!

  Business Response

  Date: 08/11/2025

  West Shore Home (West Shore) is committed to resolving all customer concerns in a timely and transparent manner.  On 7/29/2025, the West Shore's *********************** spoke with the Customer regarding concerns about their entry door.  During the conversation, the Customer inquired about compensation, and **********************  mutually agreed on a resolution in the amount of $2,887, to be provided once the project is completed to the Customer's full satisfaction.  To ensure the best possible outcome, West Shore committed to having both an Installation Manager and General Manager on site during installation. On 8/6/2025, the General Manager provided the customer with an estimated delivery date of 8/12/2025 and scheduled the installation for 8/15/2025, pending delivery. The Customer confirmed they were satisfied with this plan and the project is currently awaiting installation.  Our priority remains delivering the highest quality service and ensuring the Customers complete satisfaction with their finished project.

• Initial Complaint

  Date:07/22/2025

  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'm being charged a cancellation fee for a product installation that I was put in duress to purchase but I did not give them any of my banking information so I declined to do the installation but now they're going to try to charge me 35% cancellation fee which is $5,616.65.I'm in **** disabled veteran on a fixed income and I cannot afford that when they did not disclose that information or tell me anything about a cancellation fee and then they wanted to basically be bullies and tell me they're going to get their money either way out of me.

  Business Response

  Date: 08/12/2025

  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 July 14th, 2025, and a contract was signed for a bath installation project. Per the Customers request, the contract was subsequently canceled by the Customer on July 20th, 2025. At that time, we reminded the Customer of the 35% cancellation fee and offered to delay the installation until November to accommodate his travel plans, which were the stated reason for his cancellation. The Customer declined the accommodation and stated he was not advised of the cancellation fee, despite this being clearly documented in the contract he signed on July 14th.  Notwithstanding the clear contract language, West Shore agreed to release the Customer from his contractual obligation and cancellation fee to resolve this issue amicably.

• Initial Complaint

  Date:07/18/2025

  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 placed an entry door order on 3/21/2025. The door we order cost $8811.00. The door we purchased was a very nice door. We chose a color with the salesman and he included a photo of what we would be getting. We agreed that it was what we wanted. When the door arrived it was a very dark color, we had ordered a Knotty Alder light toned door. They convinced me to let the installers install the door since they were there and they would replace the door slab. Very easy to do if the door frame was already installed. I called several time and spoke to ****** ****** and was told the slab had been ordered. I was told this over several weeks. He quit taking my calls and I got a call from ******* ******* who was stating the door we had was the color we selected and that "you cannot go off of the color samples, they are never close". He agreed to come down and meet with us. After being accused of trying to take advantage of them several times he stated that the company ****** does this but as a onetime deal they would replace the door slab. He had two different color wheel type samples. When I picked up the one that we originally chose the first door from he said I needed to look at the other color samples. We did and we chose a different color and was reminded again that the color samples are not exact but would be close!!! When to door came in it was a much cheaper door than the 8 thousand door we ordered. The frame was much smaller as was the door. There was no follow up to see if the door was ok from *******. He knew he had supplied a much cheaper door, maybe a $2k dollar door at best. I have not contacted them but would like to get this issued resolved. I am pretty sure ******* knew he was cheating us and laughing all the way to the bank. I would like to get the door we ordered in the correct color or get a full refund and they can have this door back when we get a different company to install a door for us. Thank you

  Business Response

  Date: 08/06/2025

  West Shore Home (West Shore) takes all customer complaints seriously and strives to resolve them promptly.   West Shore completed the installation of the new door on 4/30/25, and the Customer noted the door was a darker shade than he expected.  West Shore agreed to replace the door with a lighter version which more closely matched his expectations based on his discussion with our design consultant.  We completed the door installation and took only 50% of the contracted cost, with the remaining amount due upon installation of a lighter door.  *** ******* agreed and was satisfied with this arrangement.  On 5/8/25, our branch general manager met with *** and Mrs. ******* and reviewed all door colors they could select from.  The ******* agreed on a new door color that matched their cabinets' decor.  On 6/25/25, West Shore Home installed the new door, along with a new frame and slab. *** ******* confirmed he was happy with the new door to our installation team, as well as our customer service team who followed up post installation.  West Shore Home is committed to quality work and customer service to ensure satisfaction with every job we contract. 

  Customer Answer

  Date: 08/07/2025

  [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: 23620028
  
  I am rejecting this response because: Part of the story from West Shore is correct but I never agreed that the door was correct. The door installed is a much cheaper door than the one we purchased and they installed. It is not as thick or heavy as the first door, the door frame is much thinner and the door is not the quality we purchased. I believe they knew this when they ordered and installed this door. I would like to resolve this matter as soon as possible and put this behind all parties involved. If they would have installed the correct color as shown in the photos the salesman showed us we would not be going through this. I also found it odd when the guy came to our house to resolve this that he had two different rings of color samples. When I went to choose a color from the original sample we chose from he said we could not choose from those color samples. It is not the door we paid for. All I want is what I paid for and this door is not that. This is a much cheaper door. I am going to ********** to price out this door. They carry the same brand. Please fix this.
  
  
  Regards,
  
  ****** ***** *******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 08/20/2025

  West Shore Home (West Shore) takes all customer concerns seriously and is committed to resolving them promptly and thoroughly. In this instance, on 8/18/25 the General Manager reached out to the customer based on the response from them to determine what the specific issues were with the door.  On 8/19/25 the General Manager went out to visit with the customer again and it was agreed upon that they would like to have the original color door back. As of 8/20/25, a request has been made to our customer service team to reorder that door and satisfy the customer's concerns. ********************** remains committed to delivering quality service and ensuring customer satisfaction.

• Initial Complaint

  Date:07/17/2025

  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.

  Please please help me unsubscribe from your emails assp.

  Business Response

  Date: 07/25/2025

  West Shore Home (West Shore) takes all customer complaints seriously and strives to resolve them promptly.   We have verified that our internal systems have ***** ******* on our Do Not Contact list for email and phone.  ************* team has also verified all third-party marketing vendors are scrubbing their information from their databases.  If the Customer receives any additional contact from West Shore Home or its affiliates, they should reach out to us directly at **********************************************************.
  
  

• Initial Complaint

  Date:07/14/2025

  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.

  On or about July 8th 2025 West Shore workers arrived to start contracted Window/Door and Shower/Flooring/Vanity installation services. Window/Door crew completed job in an excellent manner.Within 20 minutes Shower employee told me a valve broke and asked where the water shut off was? I went downstairs and observed water gushing down through my dining walls and ceiling onto my flooring. Employee tried to clean up the mess with rags and advised the manager was alerted, was sent a video of the damages and would contact me in regards to the damages. Shower employees came to work 7.9.25 and I asked employee where is the manager? Employee advised he would remind him again. Shower employees continued to install shower/flooring/vanity. After speaking to the employee I called West Shore. After speaking to someone the usual transfer and leave a message to voice mail took place. Since 7.9.25 I have called West Shore several times to advise of the damages to my property and report Shower employees did not show up for work 7.10 and 7.11.25 without notice. No contact from West Shore management until 7.11.25 afternoon and was advised of the situation. Called to follow up 7.14.25 got the usual viocemail.

  Business Response

  Date: 07/25/2025

  West Shore Home (West Shore) takes all customer concerns seriously and is committed to resolving them promptly and effectively. In this instance, West Shore was contracted to do a full bathroom remodel. During our installation, a waterline ruptured in the demolition phase causing a leak which damaged the walls and ceilings below the bathroom. Mitigation of the moisture has been completed by restoration specialists and the expense will be covered by West Shore. The General Manager visited the home on 7/16 to assess the damage. During that visit the General Manager assured the Customer that ********************** would correct all problems from the initial installation. West Shore is currently scheduling our team to complete the bathroom and repair the drywall damage now that everything has dried properly.

  Customer Answer

  Date: 07/25/2025

  [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: 23596329
  
  I am rejecting this response because:
  
  
  Regards,
  
  ********* *****
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 07/25/2025

  More Information..

  Since BBB was contacted, West Shore been responsive and greatly enhanced their lines of communications. I am very satisifed with the improved efforts to communicate and set restoration and bathroom remodel in motion.  The invoice for the water damage mitigation was sent to West Shore a few days ago, so it is too early to check that off. West Shore indicated their contracted restration company has been advised to contact me  No work has been completed for the restoration of my dining room or to finish the original bathroom remodel.   .

  Customer Answer

  Date: 07/25/2025

  More Inf

  Since BBB was contacted, West Shore been responsive and greatly enhanced their lines of communications. I am very satisifed with the improved efforts to communicate and set restoration and bathroom remodel in motion.  The invoice for the water damage mitigation was sent to West Shore a few days ago, so it is too early to check that off. West Shore indicated their contracted restration company has been advised to contact me  No work has been completed for the restoration of my dining room or to finish the original bathroom remodel.   ormation...

  Business Response

  Date: 08/01/2025

  West Shore Home (West Shore) has authorized payment of the invoice from the third-party mitigation company as promised to the Customer. Our restoration contractor has visited the site and has promised a quote for West Shore Home and proposed time of repair for all drywall issues by Monday 8/4/25. The General Manager left a voicemail with Mr. ***** offering him Wednesday 8/6/2025 as a date to complete all work in the bathroom and the date was accepted by the customer via text. The projected completion of the entire project is before Wednesday 8/20/25.

  Customer Answer

  Date: 08/21/2025

  [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: 23596329
  
  I am rejecting this response because:

  West Shore management has contacted me on a regular basis to update. West Shore indicated they had contracted a third party contractor to replace the water damaged bathroom wall and dining room ceiling. As of this writing (08/21/25) the third party contractor has contacted me, however the repairs/replacement has not started yet.
  
  
  
  Regards,
  
  ********* *****
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 08/29/2025

  West Shore Home management has been in regular contact with the customer to provide updates regarding the project. We informed the customer that a third-party contractor was contracted to complete the necessary repairs to the water-damaged bathroom wall and dining room ceiling. As of August 21, 2025, the third-party contractor had contacted the customer directly, but the repairs had not yet started. We can confirm that the drywall repair has been scheduled to begin on September 2, 2025. West Shore Home will continue to monitor progress closely and remain in communication with the customer until the repairs are fully completed to their satisfaction.
  
  

  Customer Answer

  Date: 09/12/2025

  [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: 23596329
  
  I am rejecting this response because:

  West Shore management has contacted me on a regular basis to update. West Shores third party contractor started repairs (great work thus far) to replace the water damaged bathroom wall and dining room ceiling. Unfortunately a leak from the shower was observed and reported to West Shore management, thus suspending the third party contractors completion of the project. The West Shore General Manager and Master Plumber responded promptly to correct issues (great work as well). As of this writing (09/12/25) waiting to get back on the third party contractors schedule for completion of bathroom wall and dining room ceiling.
  
  
  
  
  Regards,
  
  ********* *****
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 09/23/2025

   West Shore Home (West Shore) takes all customer concerns seriously and remains committed to resolving them promptly and thoroughly. In this case, a third-party contractor is scheduled to return on September 23, 2025, to complete the drywall repairs on the bathroom wall and dining room ceiling. Once the work is finished, West Shore Home will follow up directly with the customer to confirm satisfaction and ensure the repairs meet Mr. ****** expectations.

  Customer Answer

  Date: 09/29/2025

  More  West Shore management hired a second third party contractor to finish the drywall repairs/painting to my bathroom wall and dining room. The second third party contractor started work on Tuesday 9.23.25 and completed work in a satisfactory manner on Saturday 9.27.25.Information...

  Customer Answer

  Date: 09/29/2025

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

  Customer Answer

  Date: 09/29/2025

   BBB...Thank you for providing this forum to air consumers concerns and seek resolution from service providers.  I greatly appreciate it!
  

• Initial Complaint

  Date:07/13/2025

  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.

  We had a complete shower remodel and it had to be completed twice. The shower door that they installed had to be replaced twice and they had to make several service calls to our home , four times. The last time they came, they left the old shower door in front of our garage. We had to call them to have them come pick it up. This was done in January of 2023.Our shower door still does not operate correctly and I was told the next time they had to come out, there would be a service charge. I didnt feel it was worth it as they couldnt get it fixed after four times.

  Business Response

  Date: 07/25/2025

  West Shore Home (West Shore) takes all customer complaints seriously and works diligently to resolve them. In response to this matter, West Shore has agreed to complete the necessary service to the customers ********************** door free of charge. No service fee will be applied for this visit.  A representative from our team will be contacting the customer directly to schedule the service and ensure the issue is properly addressed. We appreciate the opportunity to resolve this concern and remain committed to delivering a positive experience for our customers.

  Customer Answer

  Date: 08/04/2025

  I have not heard from the company as stated in the previous email so I had assumed I needed to wait for a response.

  As of this date, I have not heard from anyone.

  August 4th, 2025.

  Thank you.

  Business Response

  Date: 08/13/2025

  West Shore Home (West Shore) takes all customer complaints seriously and works diligently to resolve them. In response to this matter, West Shore has agreed to complete the necessary service to the customers ********************** door free of charge. No service fee will be applied for this visit.  A representative from our team will be contacting the customer directly to schedule the service and ensure the issue is properly addressed. We appreciate the opportunity to resolve this concern and remain committed to delivering a positive experience for our customers.

  Customer Answer

  Date: 08/15/2025

  [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: 23594529
  
  I am rejecting this response because:
  I have heard nothing from no one at this company.
  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 08/25/2025

  West Shore Home (West Shore) takes all customer complaints seriously and works diligently to resolve them. In response to this matter, West Shore will be visiting the customers home on Wednesday, August 27, 2025, to install a new shower door. No service fee will be applied for this visit. A representative from our team will ensure the installation is completed properly and that the issue is fully addressed. We appreciate the opportunity to resolve this concern and remain committed to delivering a positive experience for our customers.

  Customer Answer

  Date: 08/26/2025

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