Complaints

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  West Shore Home (WSH) in Mechanicsburg, PA installed ******* Windows in my house on 3/8/2023. Beginning 3/9 through 5/31 I placed phone calls and email regarding extreme condensation to the point the windows were dripping wet with air coming in. Reps came to the house only to install additional fuzzy weather stripping, which didn't fix the problem. Now with colder temps, as of 10/9 had to start wiping down the windows. WSH requested a video of the windows being wiped down to show the manufacturer the wetness is on the inside and not the outside, which was submitted on 10/24. WSH called on 11/2 to advise there is nothing that can be done since there is no seal issue as the wetness is not between the panes of glass. I should not have this issue with brand new windows costing $9,321.00. I would like to file a complaint against the installation company, WSH and the window manufacturer, ******* Windows and want the windows replaced with windows in working order.I have a the video but am unable to download and I've kept a log of dates that I've called and/or emailed along with dates reps were at the house.

  Business response

  11/13/2023

  We sincerely apologize for ******************** frustration. We have done everything possible, including directly involving the manufacturer of her windows, to diagnose any issues that may be present. This is a topic that is scientific and has no direct answer. The windows are performing more efficiently than her previous windows as evidenced by the condensation. The glass pulls the most heat to the center and with it being one of the highest thermal ratings on the market shows the windows are extremely efficient at keeping  the interior climate stable, and the outside elements from infiltrating the house. To prove this point, we can take clear glass with no argon gas and the customer won't see condensation. That's because the glass is nowhere near as highly rated. Sometimes it's hard for people to understand it but that means the windows are working effectively.  

  Customer response

  11/26/2023

  Having to wipe down wet windows is not an indication of efficient windows.  I will contact West Shore Home regarding this issue when there is ice on the inside of the windows this winter.  Thank you for your assistance in this matter. 

  -*** *******

   

• Initial Complaint

  10/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a new tub installed including the surround and shower doors. The installer informed me that the shower hose was defective and they would replace. After the 24 hour wait I was able to use the tub. The following issues were discovered AND reported to Westshore on 9/28/23; Scratch in the bathtub, scratches on the wall surround, plastic in the bathroom drain that appears to be from underneath the drain, shower doors not hanging evenly, the grab bars caps are not secured and spin. I can’t get anyone to come out and check these issues. They keep telling me the shower hose is out of stock & once it’s in someone will be out. The shower slider hose in question is available at Lowes. On top of all of that Westshore was paid in full over 16,000 dollars and I can’t even get them stand by there warranty .

  Business response

  11/09/2023

  We sincerely apologize to ************** for the issues and we are absolutely standing by her as our customer. Our General Manager has personally taken ownership of her project and all issues are being addressed. We promise that ************** will be 100% satisfied with her experience. Issues arise with less than 1% of West Shore Home projects. When they do we will always do what is right and stand by our customer. 

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Installed exterior door job *- ******. Damage paint on exterior wall next to door installed. Was told of damage, sent pictures. Ignored request to paint damage area. Electronic dead bolt lock. When order given asked that this be reinstalled. When door insinuation made was told whole in door wear lock goes not large enough. Design Consultant *************************** never mention lock may not be able to reinstalled . Door mfg was called. they acknowledged is there door. Said West Shore should call them to determine if lock could be installed Warrantee not effected Told West Shore West Shore did nothing

  Business response

  11/08/2023

  We have heard ***********'s frustration and responded in true West Shore Home fashion. Our Director of Installation personally visited ************** and successfully installed his electronic lock. At West Shore Home we take great pride in always standing by our customers to ensure they are 100% satisfied.

  Customer response

  11/13/2023

  [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

  10/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  They keep making an appointment to have canceled twice on so I don’t like unprofessional I keep getting so waste of my time to keep having to make appointments so will not do it again

  Business response

  11/21/2023

  We apologize to ************ for having to reschedule his design consultation. We would also like to thank him for allowing us into his home to show him all of our design options. 

  Customer response

  11/22/2023

  [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

  10/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 10/10/23 I had a Westshore rep come to our house to discuss new doors. I agreed to have (3) doors total installed at the cost of $10K plus. After discussing recent financial issues with my significant other, I called on 10/16/23 to cancel or possibly postpone the job (since I was told the price quote was good for 1 year.) I was called back by a sales manager & told they would charge me a 35% cancellation fee because I was past the cancellation period! It's only been 6 days! I was never told about a cancellation period or fees. The company rep has the contract on his tablet & only highlights the parts they want you to focus on. I had my bathrooms done years ago & did not have an issue. Best believe they will NEVER get my business again. They practice predatory sales tactics. A cancellation fee after 6 days time is insane & unreasonable. I will be looking into the legalities of this fee.

  Business response

  11/03/2023

  We have heard ******************** concern and responded in true West Shore Home fashion. Our Director of Customer Service personally reached out to **************** to discuss any issues and **************** has decided to move forward with his project. We are excited to install the best entry doors in the industry with the best warranties in the industry for ***************** 

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Sept.2022, we had a walk in shower put in, we started getting black spots on the causing, I called but never received a call back I even called jacksonville fl. Then I called the loan office they said to keep calling the Ocala office, I received a promotion text I test back telling them my problem, they never text back just kept sending me advertisements, I send another text a lady by the name of ******* ********, text said they had been calling & texting me but never reached me UNTIL NOW AFTER MY WARRENT RUN OUT ,, NOW THEY WANT TO CHARGE ME OVER A HUNDRED DOLLARS TO COME. Plus charge over a hundred dollars an hour to work on it. After the first hour. I am going to have to get this taken care as my husband is in his last stage of COPD ,, PLEASE HELP US

  Business response

  10/17/2023

  Even though ************************ warranty has expired, and we have no record of him calling us, we have decided to stand by our customer and perform this service as a courtesy to him. 

• Initial Complaint

  10/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Showed master shower to West Shore rep & wanted it duplicated in guest bath. After all West Shore installed the master bath! The shower pan is not the same in guest bath. Have talked to West Shore multiple times and last contact with them was told Id have to pay additional money for the pan I requested (which matches the master bath that I showed them). This is not a solution to installing the wrong shower pan!

  Business response

  10/17/2023

  At West Shore Home we are always looking for ways to provide more variety and better quality to our customers. The shower pan we installed for ************** almost 4 years ago is not the same shower pan we install today. 

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 28, 2023, two employees from West Shore Homes installed an exterior door as scheduled. During the process of installing the door, there was damage to the interior wall behind the door. Apparently one of the employees opened the door too forcefully and the door knob made a hole in the drywall. They covered it with spackle and told me it would be okay. The next morning the spackle was cracked and the hole was visible. I had not used the door. I am disabled and live alone. I called the customer service line and left a message but I have not heard from them. I had suggested that they take some amount off of my bill or to send someone to come and fix the problem correctly. I am not able to fix the wall myself and I do not want to spend more money to pay someone else to fix the problem that they created. I am frustrated because I felt like they do not want to make it right. I had planned to use them again to replace another door but I will be using another company. The commercials on television say they will take care of their customers but it did not happen in my case.

  Business response

  10/17/2023

  We sincerely apologize to **************** for the breakdown in communication. At West Shore Home we always stand by our customers to ensure they have  a great experience. We are more than happy to repair any drywall damage for ****************.

• Initial Complaint

  09/29/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was not told by salesman my finance charges would be accrued from time I signed my first contract untill my first bill after my windows are installed. I recieved my first bill unknowing there is a $500 + finance charge already on it !!! Redicklous.If i had known that I would of paid the bill! Plus I still have a cracked window the crew installed.It broke on the truck and they installed it anyways and that was months ago. They told me the window arrived at the warehouse in in July and it's September now. Last week on Sep 22 on my 2nd order of sliding glass doors & windows they were installing my last sliding door. My daughter and her one year old and her 2 other small children were at my home I was at work. They had to cut the tile out. Apparently whatever v er they use to shield the DUST WAS ON THE TRUCK THE WORKERS HAD TO GO BACK TO TAMPA TO GET A FORGOTTEN ITEM. TILE DUST IS ALL OVER MY HOUSE FLORIDA ROOM . I SOENT 8 HOURS AFTER THEY LEFT CLEANING UP DUST TO MAKE MY PLACE LIVEABLE MOPPING WIPING WASHING VACCUME FURNITURE ETC. MY AC FILTERS THAT WERE CHANGED 2 DAYS PRYOR WERE COATED WITH TILE DUST.THIS IS INEXCUSABLE. I CALLED Thursday morning to speak to a manager the employee said the manager would call me.That employee said he was not comfortable giving me his last name??? Wtheck well here it is Friday nite no manager has called me as of yet! I would like a refund of the finance charges that I was charged before any work was even done. Compensation for the 8 hours and plus I had to clean up the tile dust mess after I worked all day. 

  Business response

  10/20/2023

  We sincerely apologize to ****************** for the frustration. We have diligently worked with her and resolved all issues. Her installation is perfect and inspection has been passed. Our General Manager is continuing to work with ****************** to address the issue with dust, and to help in any way he can with questions regarding financing. West Shore Home we have issues arise with less than 1% of our projects. When an issue does arise it becomes our top priority and we stand by our customer until they are completely satisfied.

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New front door was installed 8/28/2023. Installer informed me I needed my security company to install my smart lock from old door. Scheduled my security company to arrive 9/12/2023. Security company was unable to install the smart lock due to close proximity of dead bolt lock. West Shore offered no type of resolution.

  Business response

  10/16/2023

  We apologize to ****************** for his initial frustration with his smart lock. On 9/15 ****************** let us know that he was able to successfully install his smart lock.  

*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. ↩