West Shore

Mr& Mrs [redacted] , I sincerely apologize for the situation you've described, it is totally unacceptableI have been in contact with two different manufacturers and I would like to send a manager out to your home to present a solution to this issue and give you complete satisfaction and peace of mindWe would like to offer you a completely new bay window from a different manufacturer and have it installed at a date and time that works best for both of you If you could please give me a call at ###-###-#### I will be happy to get the ball rolling Again, I apologize for the stress but I can assure you that we will make this more than right I look forward to hearing from you at your earliest convenience Tom A***

Good morning, [redacted] I have escalated your case to our Director of Sales, and he would like to come out to visit your home and speak to you directly to resolve your caseWhen would be a great time for him to do so? Tom Al*** Marketing StrategistDirect: ( [redacted]

Our Director of Operations, David S***, has been in repeated contact with the customer to find solutions to the issues listed belowI'm not sure it's fair for this complaint to be posted, as we are currently working on finding these solutionsI will update once we have found a proper solution

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 voiceWe 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 ConsultantsTiming 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 choiceOur purpose is to bring happiness to your home by giving you the best experience possible with West Shore, whether we partner or notI'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 endYour information was Red-flagged in our system, so that we know not to call again.Sincerely,Doug F

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 voiceWe 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 ConsultantsTiming 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 choiceOur purpose is to bring happiness to your home by giving you the best experience possible with West Shore, whether we partner or notI'm sorry that we failed in our attempt to do so for youPlease 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 endYour information was Red-flagged in our system, so that we know not to call againSincerely,Doug F

[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]

As per our phone conversation, I still haven’t received the dinner for 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 days and I still haven’t received it.Thanks, [redacted] ***Bethel Park, PA ***Complaint [redacted]

Good morning, We find this complaint to be unfounded and request that it be removedThe basis of the complaint seems to revolve around an issue with the licensing of our installation teamIn our line of work, as licensed plumber is not requiredHowever, 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 contractMr [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 year old 2xa 1x10.” This is patently false, as we have never, and would never jeopardize the structural integrity of our customer’s homeYou 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 placeThe 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 plumbingFurthermore, 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***, to let him know about his displeasureJason replied within minutes asking what we could do to make it right, which was ignoredI have included a copy of that email as wellAt 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 contractWe will not be refunding the total cost of the project, but are open to hearing from Mr [redacted] about how we can make it rightThanks, Tom A*** From: [redacted] [mailto: [redacted] ] Sent: Thursday, March 31, 9: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, Mar 14:00:+0000Subject: Fwd: RE: [redacted] tub /showerJason K***Director of SalesDIRECT: ###-###-#### [redacted] WEST SHORE---------- Forwarded message ----------From: "Jason K***" < [redacted] >Date: Wed, Mar 16, at 8:AM -0700Subject: RE: [redacted] tub /showerTo: " [redacted] " < [redacted] >Cc: "B.JW***" < [redacted] >Hello ***,We have received a copy of your letterAt West Shore, it is our utmost priority to bring happiness to your home and ensure the highest quality of workmanshipWe would simply like to know what you would like us to do? We are more than willing to work with youWe would like to be afforded the opportunity to make this rightGiven the chance, I am sure we couldPlease contact me at your earliest convenience I look forward to hearing back from you and bringing a solution that would address your concernsBest regards,Jason K***Director of SalesDIRECT: ###-###-#### [redacted] WEST SHORE-----Original Message-----From: [redacted] [mailto: [redacted] ] Sent: Wednesday, March 16, 11: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, 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 dayA work week later a representative from wssb came out to inspect my plumbing as the salesman did notUpon entering my basement I asked the representative a plumbing question and he did not answer and told me he was not a plumberShocked, I asked him if the men to replace my tub shower were plumbers, he assured me they weren'tI 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 days Well, nothing changed for a week, until this non plumber from this non plumbing company showed up to inspect my plumbingemployees later I got a Jason K [redacted] on the phone to explain my problem He insisted on coming to my houseWe talked, the first thing I told him is that I don't want to proceed with a company that hasn't one licensed professional plumberAfter 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 replaceThe 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 initiatedFeeling some kind of satisfaction I began to practice my guitar, noticing a saw saw going pretty aggressive in my basement for some timeThis is when the wssb employee Corey or Cory was cutting in to my floor joist which is directly under the tubHe cut a inch swath the width of my 2x10, rendering it a 1xas to make more room for the drainSeems a plumber would have moved the drain an inch instead of taking it out of my year old joistThe fresh cut is obviousSo 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 basementI 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 onTwo representatives Luis Toro and another man were sent out to witness these complaints and nothing has been done as of 3/15/I would like them to mark my bill as paid and take me out of their computers and files

---------- Forwarded message ---------- From: Orlando C [redacted] Date: Mon, Nov 3, at 10:AM Subject: FW: West Shore Window To: " [redacted] ( [redacted] )" < [redacted] >Good morning ***, Per your request, I have attached a copy of the contract and a copy of the product order form that was signed by [redacted] and submitted to [redacted] The order form highlights the replacement tub and the parts that she has received Please call at your convenience to discuss Also, I received the below email from [redacted] Friday evening Scroll further down to see her name and the time and date stamp of the email I agree this is not going to go any further I will cancel this Revdex.com issue This has been at rest for months and it shall remain so I sent an email to Revdex.com Thank you as always [redacted] Thank you, Orlando C [redacted] Human Resources Rep [redacted] , PA [redacted] ###-###-#### FAX ###-###-#### [email protected] From: [redacted] [mailto: [redacted] ] Sent: Friday, October 31, 10:PM To: Orlando C [redacted] Subject: Re: West Shore Window I agree this is not going to go any further I will cancel this Revdex.com issue This has been at rest for months and it shall remain so I sent an email to Revdex.com Thank you as always [redacted] On Wednesday, October 29, 4:PM, [redacted] < [redacted] > wrote: I sent the email from my phoneI went on the web site for this company, they only make liners to go over existing tubs On Wednesday, October 29, 11:AM, Orlando C [redacted] wrote: Hello [redacted] ***, I am sending this email so that you can have my email address handy to respond to Per our conversation, I am expecting a picture from you this after showing a label on our product that states this is a liner and not to be used without a tub My direct line is ###-###-####, should you have any concerns Thank you, Orlando C [redacted] Human Resources Rep [redacted] , PA [redacted] ###-###-#### FAX ###-###-#### [email protected]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf 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]

Mr& Mrs [redacted] ,I sincerely apologize for the situation you've described, it is totally unacceptableI have been in contact with two different manufacturers and I would like to send a manager out to your home to present a solution to this issue and give you complete satisfaction and peace of mindWe would like to offer you a completely new bay window from a different manufacturer and have it installed at a date and time that works best for both of youIf you could please give me a call at ###-###-#### I will be happy to get the ball rollingAgain, I apologize for the stress but I can assure you that we will make this more than rightI look forward to hearing from you at your earliest convenienceTom A***

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

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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf 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

I do not want to continue this issue This is not worth it to me case # [redacted] This has been a mistake.---------- Forwarded message ----------From: [redacted] < [redacted] >Date: Fri, Oct 31, at 10:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: "[email protected]" I need to cancel this complaint # [redacted] ***

**and *** [redacted] , On February 4th, you requested to remove the doors from your order, which was completed without hesitationAmending an order doesn't change the rescission periodWhen 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 reviewsOur mission is and always has been bringing happiness to every home and we're thrilled that the communities in which we work agree with usThat'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 depositWe 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 ###-###-####

**and *** [redacted] , On February 4th, you requested to remove the doors from your order, which was completed without hesitationAmending an order doesn't change the rescission periodWhen 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 underwrittenJust to comment on the social media reviews which were cherry picked to portray us badly, we have provided links below to our online reviewsOur mission is and always has been bringing happiness to every home and we're thrilled that the communities in which we work agree with usThat'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 depositWe 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 doorsThey were polite and professional employee installersI would highly recommend West Shore windowThanks again for an outstanding job

Hello, West Shore had already processed the order for a brand new shower for [redacted] on 6/29/The new shower is scheduled to be installed on Saturday, 7/16/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