ComplaintsforKangorue Home Solutions, LLC

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was contacted by ***** in response to my online request for local professionals on Houzz.com. After our meeting, during which we discussed my project requirements, it was evident that ***** understood the task. The primary focus was devising a layout design for the basement kitchen area. I also sought guidance on project's scope of work once the blueprint was ready. We reached an agreement on project fees.Although ***** provided an informal contract that appeared pricier than other quotes, I proceeded based on his verbal commitments and his somewhat generic emails. His flexible approach while discussion further influenced my decision.To initiate the project, I transferred 50% of the fee via Zelle. Project commenced gradually, with my persistent texts/reminders due to my tight schedule. However, when it was time to create the kitchen area design****** presented me with a rudimentary rendering that lacked scale and disregarded specific requests and measurements. Subsequent revision was inadequate, showing impractical placement of appliance blocking the way. without waiting for exact feedback, he sought the remaining payment without giving any bills or invoices that would validate the work previously done. Disappointedly, ***** pursued payment before gauging my response.Not attempting to clarify the project's trajectory, considering the evident to shortcomings, he prematurely discussed legal actions like collection and involving legal counsel. Request for presenting the agreed layout and one revision again to discuss shortcomings were met with silence. Upon expressing my reluctance to pay the remainder due to the lack of billing and absence of a usable kitchen plan, ***** escalated the situation by threatening to place a lien on the property. Despite now being in contact, he persisted in his stance. In summary, my experience with ***** has been disappointing.His talk is empty, professionalism, and ability to deliver on agreed-upon terms have been severely lacking.

  Business response

  08/31/2023

  It was a pleasure to work for miss ***** on this project . We sent very clear guidelines of the consultation services we would offer to her and she seemed to understand. We coordinated a structural engineer and did a walkthrough with him to find the correct path to fixes issues pertaining to her projects. We provided a scope of work. WE also measured every aspect of her basement to provide ,as she said, her design for her kitchen but she also wanted a design for the whole basement. We provided a quote of all remaining work as we said we would. All of our designs were to scale we measured every wall, doorway, outlet, plumbing placement, light placement windows, and even items she had to finish the space in her garage , including kitchen cabinets, range hood, Tiles, appliances. and used these measurements in our rendering. Ms. ***** stated she did not want to see the kitchen and wanted to close off an opening in the design we made sure of that. To not interfere with access to plumbing or having a sink or appliance directly next to another (other than the dishwasher and sink) we were limited with our options. Based on our expertise we submitted a design to ms. ***** which she responded:

  "Hi (name redacted), I have a question - so what happens to the walkway space, I will just block it and not use it even?? the one where the fridge is? we are not to use the niche?  
  After I looked at the other view I actually have reservations for blocking that space completely, now that I saw that wall on the other side I actually prefer to keep the walkway somehow. Do you mind moving the fridge to the alternative location to see how it will fit that space. 
  Thanks,
  ***** "

  We responded that we would discuss and send a new rendering and she replied:

  "yes, thanks, i thought it would be recessed into that walkway space, not just blocked as a straight wall. But in any case, to be honest, i think i prefer to leave the opening now, in your rendering i saw that i really don't like the dead wall by the under stair storage, so please lets move the fridge to the other wall :) it will also allow for natural light between spaces to travel better.  That's my thinking :)
  
  Also as i am reviewing the potential scope/budgeting i must say i won't be able to commit to that. But once we figure out the layout and plumbing and my bottom/top cabinets count, and ready to put walls in, I will consider getting help with that. 
  
  This week i am intending to finalized teh wet question/issue with the builder and move on hopefully. And i also intend to put wall insulation myself where no more waterproofing (or plumbing) work is needed. "

  This was our final Task to complete the Consultation agreement. Which again there's nothing here that shows me she had concerns with our services or had many unanswered questions as all of her questions were answered and Ms. ***** had open access to communication lines with us.

   

  Mrs. ***** has a hard time being available because she had a lot of personal obligations that limited our access to the home. As you can see from the email she sent when she accepted the consultation quote( I will place this below this paragraph) Once we were unable to access the home so many time due to Ms ***** not being available we did leave the floor open to her to reach out with any question or concerns. She never mentioned any concerns to us seemed very thankful and was very kind. 2 weeks after we completed our consultation agreement and on July 26th we requested our final payment to which she sent a simple text stating "Hi *****, I am trying to find words to respond respectfully- and I will be email." and we responded "okay thanks for getting back to me and if you have any questions please let me know". To which we received no response, Nearly one month later on 8/21/2023 after Ms. ***** not responding to our phone calls or text We forwarded over a standard protocol Collection Letter as our final attempt the receive payment that would be due on that Friday 8/25/2023. We did not hear from Ms. ***** until Thursday 8/24. She spoke nothing on the Payment and wanted an offline version of the design and what exactly we changed as previously she wanted changes (previous changes requested in emails above). By the time Friday came and nearly passed without hearing from Ms. ***** we proceeded with ,again, standard protocol filing a mechanics lien . Near the end of the business at 4:32pm Ms. ***** sent us a very long email stating her dissatisfaction with our services which was a huge surprise to us as she never voiced any concerns the few questions she did have were answered quickly and she seemed very happy with our work and thankful to have us help. Because of our initial walkthrough with Ms. ***** we Discounted our services and even completed 5 additional hours over our agreed service hours which we did not charge for because we genuinely wanted to help. Ms. ***** never once indicated directly to us that that she had concerns or didn't understand. In fact when we were able to get multiple visits in her home she usually walked with us and had small talk shared ideas and was always kind and pleasant. Ms. ******* very Long and threatening email was responded to addressing every single concern individually. I reason we are so surprised is that if she would have voiced any concerns to us we would have addressed them and been there to walk her through getting those questions answered but she really had none until over a month after we completed our agreement and request payment. I understand it can sometimes be unsettling getting a collection letter but this is standard we had not heard from Ms. ***** after numerous attempts and were just following normal procedure.

   

   

  " Hi *****,
  as I said on the phone I am ready for your project consulting fee but with the condition that this will be the amount for your services for those steps that you outlined to help me with this project, to steer it the way it should really go. Say the design and the consults of the next steps etc. as we discussed. I just don't believe it can be done in 10 hours but we will try our best to be efficient and respect your time. I just don't want to run out of time prematurely because a lot of jobs and tasks depend on other people's schedules and they more often than not don't meet timelines anyway. So I am flagging that upfront as it is really difficult to and if you are ready to be a bit flexible, I am happy to be working with you. 
  
  
  I will zelle 50% of 2500.00 now before we start, and the second 50% upon completion as you said. And I am looking forward to this creative process. 
  
  
  Thank you again for taking on this challenging situation, I appreciate it.
  Regards,
  ******

  Customer response

  09/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint. The businesse's reply fails to resolve any of concerns and, in fact, reinforces my dissatisfaction. I understand that as a consumer I was fooled by this business. They had an opportunity to execute a professional project, communicate effectively with their client, and fulfil their promise of an ergonomic plan for the kitchen space as the main request of project. Instead, they provided a lengthy BBB response after being confronted with my list of shortcomings, rather than addressing my complaints directly. Key concerns still include: lack of billing for an hourly project despite an advance payment; failure to provide a promised kitchen plan, absence of a comprehensive design to scale and minimal documentation. I reiterate, it was an hourly project but no billing was provided even as of today, after requests, but demands to pay in full and a collection letter. Advance was provided to Kangorue Home Solutions in good faith as a personal courtesy practice with contractors, though it was unnecessary because no materials or labour were ever planned to be involved. No design and one "review" paperwork was finalized and even draft prints were not provided; structural engineer engaged without upfront cost confirmation; Kangorue Home Solutions have never done any alterations, improvements, any construction labour on the house and never provided any material to me. What was done were discussions, three visits to the home based on their availability, one of them was a walk through with the engineer (was supposed to be an independent third party task to inform the direction of the project), walk-around pressure-washer test of the exterior of the house, 14 very short points of work "scope' with no timelines, deliverables, that could be used for the project jobs, and a basic design rendering that did not reflect main issues of the space nor reflected the real scale where it was essential; and - also their quote for finishing the basement (in the amount $55,000) which I rejected. I answered questions about my preferences for the project many times to both people from Kangorue, including directly by email. They are unable to provide an adequate design work despite taking on this task. Notably, accessibility to my house was never an issue, as I fully accommodated their schedule. Their statements are plainly false.

  Even after this complaint, when they had a chance to show their good faith effort to resolve the issues, they still double downed and have not provided any supporting documents. This situation reflects a lack of commitment to delivering quality services but an access of commitment to mislead and demand payment for unqualified job. They also post their website address freely on a lot of online platforms, including on this platform, however that website domain doesn't even exist. Their diligence has to be questioned not only by consumers. 

  But unfortunately to me as a consumer, in this case the contractor just thought he could get away with misleading, unqualified and half-done undocumented job because I am civil and pleasant and patiently wait to see the results and the bills. This means I will have to find a way to resolve this by legal and transparent means using this BBB tool so other consumers have an understanding of how Kangorue Home Solutions really do business.     

  Again, I reject their response. 
  
  

• Initial Complaint

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction originally conducted and signed agreements in November of 2021 for scope of work for two rental units in a duplex. Made addendum's due to structural adjustments not being made on buyers part, and revised slight changes on original agreement. Upon contractors "completion" of work, both images and videos were sent to contractor of unfinished work that we wanted corrected prior to the final invoice being paid. Contractor would not come back to units to finish and work and requested amount be paid regardless or work being completed or not. Attempted to call and discuss with contractor several times but contractor was very aggressive and would not discuss project with buyers.

  Business response

  10/25/2023

  This complaint from ****** ***** is completely invalid. I have never done work for a ****** *****. The address **** **** ****** is not a valid address that I ever worked in and also the phone number is not one that I have in my contacts or estimate tool. There was no contract uploaded and the images aren’t any work we have done . The details with this complaint are very limited and do not have much detail on how this could possibly be our workmanship.

  Customer response

  10/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  you have absolutely entered into a contract with ****** ***** as you entered in to the contract with ** ********** and rentals for the property at ****** ******. Your claims that you’ve never done business with me is completely false and accurate as listed by the attached agreements and revised quotes. you were well aware as we have had many conversations together of our dissatisfaction at the time of service and with the failure to complete the work as agreed-upon.

   

  we also have documentation via email of the work that was to be completed under a reasonable expectation per our agreement. If you want to continue in this debate, we will be more than happy to take further legal action.

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

  Business response

  10/26/2023

  Good afternoon,
  The contract for ****** was entered between ourselves and ***** ****** not with a ****** or ** ********** directly (which I’ve show on the contract attached). So I apologize if I didn’t recall this project. On this project we have a very limited scope of work as there was already tools onsite from another contract whom was working with project also. 
  We had 3 contracts agreed to, upon working on these apartments we noticed some structural damage. ***** let us know he would like to investigate and would pay for ceiling drywall demo which he understood would be deducted once we had an agreed upon quote for structural repairs. We completed the demo and provided an estimate. They agreed to the estimate, we let them know we will continue work as usual but it would be 50% down and 50% upon completion with the contract signed, he said he would send it over. We started work on the structural scope of work. The next day in the late afternoon we had a call which he wanted to cancel the structural scope of work although we already had started work and paid a structural engineer and the demo for inspecting the damages. Typically we do not allow agreed work that has started to be canceled but to maintain rapport . 
  
  
  Upon our completion of the remaining contracts on December 13th we anticipated our payment within 24 hours as stated on our terms otherwise a 10% penalty charge per day would be assessed on the outstanding invoices. We did not hear back until December 24th 2021 ***** voiced concerns and sent pictures over with work he felt was unfinished.(I have attached these text as well) We both agreed to schedule a time to discuss but being this was around Christmas the calls kept getting delayed by ***** and rescheduled. Finally after a lot of attempts at scheduling calls we had waited long enough and sent a text stating:
  
  
  We will need to make it today, although I do not believe a call will be necessary. Obviously, there may be aspects or details either party may feel warrant their feelings or position, we are people in business and time is money. To that same point, my position is quick resolution to some mutual satisfaction without any further delay is best. With that in mind, I am offering the following as a resolution in lieu of investing any more of either of our time:
  -We will waive job# 271.
  ($609.07), given your concerns you expressed, and not pursue any interest as outlined in our agreed upon terms prior to starting work.
  -We ask that you,
  Paid the remaining invoices for jobs# 251 & 253, $4114.60 in total by EOB 1/4/22
  Agreeing to these terms would also be both parties interested, and relieve from any further obligation from both parties to the other in this matter.
  Given the all aspects of things as a whole, especially considering relationships and timelines, I believe this to be a fair and swift conclusion to this scenario.
  1 look forward to hearing back from you soon. Thank you both for your time.
  
  
  We had come to a settlement which was Reducing the cost of one of their contracts $609.07 and waiving the 10% daily penalty for unpaid invoices($472.37 daily outstanding invoices). Considering we finished on December 13th and have a 24hour grace paid to by by  and I was paid there after on jan 4th 2022. Interest started accruing on December 15th. If we had not released them of paying interest the total interest accrued would have been $9919.71 as well as the dismissal of the contract $609.07 totaling $10,528.78 owed to us on January 4th. But again to maintain rapport we were willing to settle to insure the release of both parties obligations in this matter. After discussing this in a phone call on January 4th and coming to this settlement ***** asked again for my bank account information and sent over the payment that day and requested an invoice.

  Customer response

  10/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I am unsure where the breakdown is in the definition of "completion" as outlined in the agreement. Interest wouldn't accrue since the work wasn't completed. That is an irrelevant piece of information as per the original images clearly show the lack of the "completion" of agreed upon "painting and finishing". As business owners, regardless that by your standards of what you deemed the work to be "completed" it was not. At this point, we are not looking for any additional money, just to make aware the unethical practices by your company to save others from future schemes like this one. 
  
  
  

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