West Shore Window & Door, Inc.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Hello [redacted],   I apologize for the miscommunication. I did want to let you know that the check was sent to you via certified mail within the 10 day time frame. If you need anything else, please don’t hesitate to reach back out to us.   Thanks!   Tom

**. and [redacted], 
We're saddened that you feel unsatisfied with your experience so far with West Shore. As you know, we have been in continuous dialogue with you both from the time of your initial consultation all the way through the time that you filed the above...

complaint with the Revdex.com. We would like to reiterate our goal of completing the work for you, with the styles and options you like, for a price you feel comfortable with. However, we do feel to address several issues. 
On Tuesday, February 2nd, we agreed a contract for the sale and installation of two entry door systems and 18 windows in your home. This contract included a three day right to rescission period, which ended Saturday, February 6th.
On Wednesday, February 3rd, [redacted] called Gerald and left a voicemail requesting a breakdown in costs for the total project. 
On Thursday, February 4th, Gerald sent an itemized breakdown in cost to [redacted] for the project. 45 minutes later [redacted] called Gerald and asked him to remove the doors from the project, but to "go ahead and place the order on the windows." Gerald went out to the [redacted]'s home that same afternoon to amend the original contract reflecting the wishes of the [redacted] to remove the doors from the project, which was signed by both Cheryl and Gary.
On Monday, February 8th, at 8:00am, West Shore's finance department processed the [redacted]'s credit card for 10% of the purchase price and started the order process, as the rescission period had closed. At 9:00am [redacted] called Gerald and requested that he "put the order on hold" because they weren't sure if they wanted full screens or half screens. Gerald called back after his meeting and let [redacted] know in a voicemail that the screen decision wouldn't influence the production of the windows and that our service manager would be reaching out to schedule their pre-installation inspection in the near future. At 2:30pm, [redacted] called Gerald back and left a voicemail asking him to cancel the order completely. 
At this point, Gerald escalated the call to his supervisor, Jason, because the contract was now out of the rescission period, the financing underwritten, and the order processed. Jason reached out to the [redacted] and scheduled to visit with them on February 10th to discuss options which would bring the costs down on the project. 
On Wednesday, February 10th, Jason visited the [redacted] residence and had a candid discussion with them, asking if this was solely an issue of price, or if anything else was concerning them. **. [redacted] reiterated that this was just about pricing. At this point, Jason went back to the office to discuss options with the company owner on how they could lower the price of the project. 
On Thursday, February 11th, Jason called the [redacted] to set up a meeting to discuss the solutions that he had come up with, but the [redacted] weren't willing to hear the options and ceased communications with West Shore
The point that we're trying to stress is that West Shore had been in constant communication with **. and [redacted] throughout the process and, in stark contrast to the levied stance of "high-pressure sales tactics," we were and still are more than willing to offer as much assistance as possible, even this late in the game. We'd like to resolve this issue amicably, but are unable to do so if the other party isn't willing to reciprocate communication.

Hello **. and [redacted],
 I want to first start off by apologizing for any
miscommunication that there may have...

been. 
It is our soul goal to leave every encounter we make with homeowner’s as
pleasant as possible.  We are a great
company, with a great reputation. 
After the Design Consultant met with you on Saturday
10/18/14, you decided to purchase our products and service.  The day you signed the contract and
authorized a credit card charge of $1000 as the deposit on your purchase, you
also signed a credit application for [redacted], a charge slip highlighting
the terms and agreement as well as a What’s Next After Your Purchase Form,
going over what to expect and the installation timeline.  Please see attached documents.
Because your home is governed by an HOA, this contract is
contingent upon getting an approval for your project.  We work with several HOA’s and typically don’t
have many issues getting projects that are within their guidelines approved.
On Monday, 10/20/14 the consultant reached out to the HOA
Rep and played a bit of phone tag, but finally connected on 10/22/14.  The HOA rep told the consultant what he
needed from him in order to present the project to the board and that the board
meeting itself wasn’t until 11/17/2014. 
This meeting would be held to approve or reject the home improvement
project.  The consultant was prepared to
gather the necessary info and get it to the HOA rep at some point before the
meeting on 11/17/14.  On 11/7/14 the
consultant was made aware that the HOA rep needed this info sooner than later
so that he could meet with the HOA’s Architectural Designer to see if the
project could even work; prior to submitting it into the board meeting on
11/17/14.  The consultant gathered all
the necessary info and handed it to his manager, who then handed it to the HOA
rep on Tuesday 11/11/14, which was still plenty of time in advance of the board
meeting per the HOA rep. 
The consultant told you there will be an estimated 8 to 10
week turnaround on the windows provided we get an approval ASAP from your
HOA.  Your contract highlights 8 to 10
weeks and so does the What’s Next form. 
The gentleman that handles the pre-inspections met with you
on 10/29/14 about your project and discussed with you the two ways that windows
can be installed.  He mentioned a
replacement window which sits inside the existing frame, and he also mentioned
a new construction install, which in that case we would replace everything that’s
there.  There are no additional funds
required, that was mentioned because the HOA has to approve which way it needs
to be done.  It was merely a courtesy and
that’s the only reason it was mentioned to you. 
The [redacted] card was only used to make the down
payment for your purchase, which the information was written on the front of the
contract that you signed.  Did you
discuss with the consultant on how you were going to pay the remaining balance?  There’s a [redacted] credit application
completed and signed with your signature as well as a charge slip with the
terms and agreement of this inquiry for credit to pay for the project. 
On Friday, November 7, 2014 the HOA rep connected with you
stating that the board meeting is coming up and they have not received the info
from the consultant and that’s when you decided that you wish to cancel the
project.  The consult reached out to you
letting you know that things are in order and that you have passed the rescission
period.  He assured you that things are
moving along and that we couldn’t move forward until we got the approval by the
HOA.  You were adamant about cancelling
and that’s when the consultant got his manager involved.  The Manager tried reaching out to you to
discuss the project and any concerns that you had up to that point.  You told him that you didn’t believe he was a
manager and that he was not being truthful about his name and that we were
intentionally delaying the install and you hung the phone up on him.  The manager then reached out to the HOA rep on
11/11/14 and met with him, hand delivering the documentation that was needed to
get an approval on the project.  The HOA
rep let the manager know that everything was in order on our part and that you
needed to sign off on a form authorizing the architect to review your project,
so that he can confirm what we turned in and you refused to sign that
form.  There is still four days left
before the HOA board meeting takes place and we would love to move forward with
your project should we get an approval from the HOA, which he himself went
through this same process to get his windows replaced. 
Please reach out to me with direct with any questions or
concerns.
My best,
Orlando C.,
Customer Service Manager
[redacted]

[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: [redacted]
I am rejecting this response because as I have stated before I believe West Shore misrepresented it self in the sale and install of this product. Before the install of the shower I never had the issue I have now. The salesman stated to myself that I would hear no noise once the shower was installed. Till this date West shore has not come up with any viable solutions other than they keep saying they are working on this.
Regards,
[redacted]

As per our phone conversation, I still haven’t received the dinner for 2 card.  According to the company response on 7/13, they were going to mail the card immediately.  I don’t know where they are mailing it from/to, but it’s been 8 days and I still haven’t received it.Thanks,[redacted]Bethel Park, PA [redacted]Complaint [redacted]

Hello! I'm not sure where the misunderstanding is coming from. We received your signed certified letter in the mail today and the refund will be going out tomorrow via ACH.

Good morning, We apologize for the misunderstanding and will be returning the funds to you you. Our controller said he'll be reaching out to you this morning to ensure that everything is worked out in very quick fashion. Thanks,Tom

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  there is an outstanding issue regarding weatherstripping on one of the windows.  We were asked to text a picture to them so they could order part if necessary and make only one trip out.  The picture was texted to Jeremy at [redacted] on wednesday morning.  We have heard nothing back from them.  I called him this morning and left a message.  As of right now, we have not had a return call or acknowledgement regarding the photo.
Regards,
Randy Fulmer

Hello [redacted],
Thank you for taking my call the other day.  I really appreciate...

your understanding of the
miscommunication that we recently experienced together.  Now that we have been made aware of and have
been able to address the concern that was mentioned in the complaint, it makes
me feel better that we are now on the same page and are thankful that would
could explain why the capping had to be installed the way it was.
Please know that it is our primary concern to take care of
all concerns and/or issues on the first call. 
Should there be any further questions, please feel free to call me
Orlando ###-###-####
My best,
Orlando C.

First, West Shore Window and Door delivered to me a quality product that was expertly installed. The installers, Ryan and Jake, were everything you'd want installers to be--prompt, courteous, knowledgeable, polite, respectful, patient and professional. Couldn't ask for a better experience.
If there is one knock I have against this company, it is the high-pressure sales tactics utilized by the salesperson. I made it clear to him that I was taking bids and wanted to speak with other companies. He immediately went into the "Hey, this is the best offer you're going to get for this product, and only way you'll get it is if you sign NOW!" mode. I am ashamed to say that I fell for this tactic. As good as I feel about the windows, the sales experience left me feeling bad.
But I do want to emphasize that the work and product were as promised. When I've had to call the company, the office staff was extremely courteous and eager to be of assistance. The only advice I might give anyone else is this; don't call them FIRST. Talk to other companies THEN talk to West Shore. Trust me, you'll feel better about yourself afterwards.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
this is a timed response and my wife is not here to consult at this time 
Regards,
[redacted]

December 21, 2015Dear [redacted]:On behalf of West Shore, I apologize for not placing your account on the Do Not Call List, the first time we heard frustration in your voice. We only reach out to those homeowners that show interest by entering your information into a sweepstakes or by asking for a...

free estimate/consultation from one of our Design Consultants. Timing is everything and that's why we make a conscious effort to stay in contact if we are not able to connect with the homeowner.Our goal is to someday earn your business, by partnering with you on the home improvement project of your choice. Our purpose is to bring happiness to your home by giving you the best experience possible with West Shore, whether we partner or not. I'm sorry that we failed in our attempt to do so for you.Please know that when you asked to be removed from our database on December 14, 2015, it was clear that you were looking for the calls to end. Your information was Red-flagged in our system, so that we know not to call again.Sincerely,Doug F

Good morning, We find this complaint to be unfounded and request that it be removed. The basis of the complaint seems to revolve around an issue with the licensing of our installation team. In our line of work, as licensed plumber is not required. However, when Mr. [redacted] requested that...

a licensed plumber be present during installation, we hired a Master Plumber (see invoice attached) at no charge to Mr. [redacted]. On the invoice you will find charges from the Master Plumber to West Shore for the following services: “replace well tank gauge, service well tank,” and “check copper piping.” All of these services were performed for Mr. [redacted] at no cost even though they are beyond the scope of the work that we perform AND were not requested at the time of the writing of the contract. Mr. [redacted] continues his complaint by stating that our “un licensed plumber cut through the middle of my floor joist directly under the tub rendering my 60 year old 2x10 a 1x10.” This is patently false, as we have never, and would never jeopardize the structural integrity of our customer’s home. You can see in the attached photo that the plumbing that we installed doesn’t even utilize the cut in the floor joist, so there would be no benefit to us placing a cut in the first place. The attached file also shows a photo taken by our pre-installation manager which demonstrates the poor condition of the plumbing in Mr. [redacted]’s home and notes that we use caution with the existing plumbing. Furthermore, Mr. [redacted] checked and signed off that he “reviewed overall application and installation of bathroom project” in the Bathroom Completion Certificate (attached) which states that the customer has “found the workmanship of both labor and material to be satisfactory” and signed off on the financing of the project.   Before Mr. [redacted] placed a complaint with the Revdex.com, he wrote an email to our Sales Manager, Jason K[redacted], to let him know about his displeasure. Jason replied within 20 minutes asking what we could do to make it right, which was ignored. I have included a copy of that email as well. At this point, we believe Mr. [redacted] simply doesn’t want to pay for the project that he signed a contract for and is throwing multiple accusations at us in an effort to get out of the contract. We will not be refunding the total cost of the project, but are open to hearing from Mr. [redacted] about how we can make it right. Thanks, Tom A[redacted] From: [redacted] [mailto:[redacted]] Sent: Thursday, March 31, 2016 9:32 AMTo: Tomas A[redacted] <[redacted]>Subject: Re: Request for Information---------- Forwarded message ----------From: Jason K[redacted] <[redacted]>To: Tomas A[redacted] <[redacted]>Cc: Date: Thu, 31 Mar 2016 14:00:35 +0000Subject: Fwd: RE: [redacted] tub /showerJason K[redacted]Director of SalesDIRECT: ###-###-####[redacted]WEST SHORE---------- Forwarded message ----------From: "Jason K[redacted]" <[redacted]>Date: Wed, Mar 16, 2016 at 8:23 AM -0700Subject: RE: [redacted] tub /showerTo: "[redacted]" <[redacted]>Cc: "B.J. W[redacted]" <[redacted]>Hello [redacted],We have received a copy of your letter. At West Shore, it is our utmost priority to bring happiness to your home and ensure the highest quality of workmanship. We would simply like to know what you would like us to do?  We are more than willing to work with you. We would like to be afforded the opportunity to make this right. Given the chance, I am sure we could. Please contact me at your earliest convenience.  I look forward to hearing back from you and bringing a solution that would address your concerns. Best regards,Jason K[redacted]Director of SalesDIRECT: ###-###-####[redacted]WEST SHORE-----Original Message-----From: [redacted] [mailto:[redacted]] Sent: Wednesday, March 16, 2016 11:03 AMTo: Jason K[redacted] <[redacted]>Subject: [redacted] tub /showerJason, this is a copy of a letter I am sending to Revdex.com and the office of attorney general as I am waiting a building inspector.wssb =West Shore Shower and BathFebruary 3, 2016 my wife and I signed contracts with wssb to remove and remodel tub as my faucet was dis functional so we proceeded to top of the list, as cold water was filling my tub by the day. A work week later a representative from wssb came out to inspect my plumbing as the salesman did not. Upon entering my basement I asked the representative a plumbing question and he did not answer and told me he was not a plumber. Shocked, I asked him if the men to replace my tub shower were plumbers, he assured me they weren't. I told my wife this information as she went to work and I began my quest to opt out of this contract.Contract states no change after 3 days . Well, nothing changed for a week, until this non plumber from this non plumbing company showed up to inspect my plumbing. 5 employees later I got a Jason K[redacted] on the phone to explain my problem . He insisted on coming to my house. We talked, the first thing I told him is that I don't want to proceed with a company that hasn't one licensed professional plumber. After much talk he promised to provide (at wssb expense) a licensed plumber to take care of my original inquiry (a pressure valve) which he did replace. The plumber answered another question or two and was finished.At that time, the hot and cold were already cut and fit with shut offs.Which was the first thing the wssb employees initiated. Feeling some kind of satisfaction I began to practice my guitar, noticing a saw saw going pretty aggressive in my basement for some time. This is when the wssb employee Corey or Cory was cutting in to my floor joist which is directly under the tub. He cut a 5 inch swath the width of my 2x10, rendering it a 1x10 as to make more room for the drain. Seems a plumber would have moved the drain an inch instead of taking it out of my 60 year old joist. The fresh cut is obvious. So now i'm nervous to take a bath in a brand new tub and i'm faced with the cost of having a structural engineer or home inspector come to my basement. I am to will this house to my son and I don't want it to fail inspection because of this wssb employee incision.Furthermore the new faucet is not tight to the tub and crooked and one of the shut off valves is positioned where you can't turn it off as it is on. Two representatives Luis Toro and another man were sent out to witness these complaints and nothing has been done as of 3/15/2016 I would like them to mark my bill as paid and take me out of their computers and files.

Hello, West Shore had already processed the order for a brand new shower for [redacted] on 6/29/16. The new shower is scheduled to be installed on Saturday, 7/16/16. When I called [redacted] he agreed to remove this complaint since West Shore had already started the process of replacing the...

shower, which was exactly what he was looking for in a resolution.

**. and [redacted]. [redacted], 
On February 4th, you requested to remove the doors from your order, which was completed without hesitation. Amending an order doesn't change the rescission period. When you asked to cancel the rest of the order on February 9th, the rescission period had closed and work had been started and the financing underwritten. 
Just to comment on the social media reviews which were cherry picked to portray us badly, we have provided links below to our online reviews. Our mission is and always has been bringing happiness to every home and we're thrilled that the communities in which we work agree with us. That's why we have hugely favorable scores:
[redacted]
With all of that being said, we will cancel your job out of rescission, eat the administrative, financing, and production costs associated with it, and refund the deposit. We will need you to sign the cancellation form, which can be completed at our office or your home.  
If you have any questions, please don't hesitate to reach out 
to me either at [redacted]@westshorehome.com or ###-###-####

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

I would like to say what a great job Ryan, Jake, and Toby did in installing my windows and doors. They were polite and professional employee installers. I would highly recommend West Shore window. Thanks again for an outstanding job.

Mr. and Mrs. [redacted],
At this point it seems like we've reached an impasse. Our suggestion would be to have a mutually agreed upon inspector come out to take a look at the work that was performed along with the floor joist in question and we'll take it from there based on his report. If this is something that you'd like to pursue with us please let us know and we will get the ball rolling. 
Thanks!
Tom A[redacted]