Complaints

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:05/26/2025

  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.

  3/2025
  
  Contracted with Kangorue Home Solutions to replace an outside deck after filing an insurance claim for damage due to a fallen tree! I had expressed concern regarding the selection of wood with contractor prior to attaching it to the frame. I spoke with contractor throughout the process but to no avail. Upon completion of the outside deck, I expressed concerns about the quality of workmanship that did not meet the expected standards based on the total cost of the completed project.
  
  Contractor offered to ‘patch’ items on punch list…. to bleach out rust stains on wood from nails and replace a few select boards that showed signs of decay.
  Was not willing to bring deck to the expected quality of industry standards! When contractor was asked to cease makeshift patching, he threatened to place a lien on my property.
  
  Contractor has not addressed concerns by line items that I submitted! Instead he has responded with empty rhetoric that fails to show his willingness to adequately correct the shoddy work! This contractor, seemingly, accepts a substandard quality of his finished work. He has been paid 2/3 of the total amount. At this point, I am not sure if he is capable of providing quality workmanship! After a threat of a lien on my property, I have no desire for him to step onto my property again! He has demonstrated that he is not capable of meeting acceptable industry standards of workmanship for a deck. His failure to adequately resolve the issues demonstrate the necessity to seek the services of another professional builder with the 1/3 remainder of the funds! I would not recommend this company for the construction of a deck.

  Business Response

  Date: 05/26/2025

  At Kangorue Home Solutions, we take pride in delivering quality work and open communication with all of our clients. We regret that this project has reached a point of dispute and want to take a moment to clarify the situation.
  
  This deck replacement project was completed on April 29, 2025, and it passed final inspection through the city. All work was performed using materials approved by the client’s insurance carrier, including pressure-treated lumber, which matched the original deck structure. The estimate and scope of work were thoroughly discussed in advance and followed industry standards for insurance-related reconstruction.
  
  After project completion, the client raised concerns regarding certain aesthetic elements, including minor surface staining and deck board layout. We offered multiple solutions, including replacing affected deck boards and treating the rust stains, and we remained open to walking the site again or collaborating with any third party the client wished to involve. The client later instructed us to stop all work and remove materials from the site as we were visiting to start replacing the deck boards.
  
  To date, only a small portion of the contract has been paid, despite completion and passed inspections. Our efforts to resolve this matter amicably have not been met with payment or final direction. Our notice of lien was not a threat, but a legal remedy available to contractors under state law when payment is unjustifiably withheld.
  
  We remain open to resolution, but we must also protect our legal and professional rights. We encourage any prospective clients to review our long-standing record of completed projects and satisfied customers, and we are happy to provide references and documentation upon request.

  Customer Answer

  Date: 06/01/2025

  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, too, regret that Kangorue Home Solutions final product did not meet the industry standards of quality workmanship commensurate with the final cost of $28,175.12.  It was made perfectly clear on April 21, at 1:50 [prior to construction] that the boards being laid out for the decking had very large knots in the majority of the boards and the outside edges of boards.  This eventually would lead to weaken boards that affect the overall strength and durability of the decking.  The concern was that the weaken boards with splits or cracks would create a less uniform appearance, also. The immediate response I received back was totally unrelated to the points being made.  There was an implication that the boards had been nailed and in place, which was not the case at this time.  That same day, at 2:11, he was informed that the board had only been laid but not yet nailed in a permanent position. There was no response to my specific concerns.  This was my first indication that there was a problem….prior to boards being nailed.  I have dated text msgs. to document all communications with contractor.
  
  
  The following day, April 22, he attempted to justify the substandard boards by indicating that knots, splits and decay in the boards were what my insurance had paid for.. ($28,175.12?).  Again, there was no response to address my concern about durability, strength and the asthestics of the decking.  Each time I engaged with the contractor with my concerns, there was no discussion nor answers/solutions only generalities and rhetoric from the contractor’s perspective not my immediate concern.
  
  
  On April 28, it was indicated that the final inspection had taken place with the inspector and my insurance company would be notified!  There was no mention of a customer/client walkthrough nor a punch list.  There was no request on my part for a walkthrough because  the contractor indicated there were final cleanup and touch ups yet to be done.  I took him at his word because I wanted to give the contractor an opportunity to bring everything to proper closure!  
  
  
  On April 29, at 6:11 pm, the contractor texted to inform me that his team had completed all the remaining final touches and cleaning and had submitted everything to insurance company!  There was no mention of a walkthrough but he did extend an invitation to contact him if I needed anything!
  
  
  On May 2, I inquired about dark areas around the decking boards.  As it turned out, the nails used in the decking were not rust proof, thus, the stains were from rusting.  The contractor, again, offered a generic answer and to stop by if I would like.   At this point, I offered to prepared a punch list.
  
  
  On May 8, contractor indicated that some of my concerns had been addressed ( no mention of which ones).  
  
  
  On May 9, contractor responded to my punch list with either a generic answer filled with rhetoric or with “I will review”.  
  
  
  On May 13, contractor erroneously stated in an email that rust-resistant nails were used throughout the construction.  There are visible rust stains throughout the decking boards!  Contractor even came out in an attempt to scrub and bleach rust stains out of a few boards!  He would have to explain why he was bleaching rust stains if the nails were rust-resistant!  
  
  
  On May 15,  2 days later, the bleached rust stains were still in place.  The contractor and an installer showed up to mark and replace a few boards with the intentions to come back later to use a stronger chemical to attempt to remove the rust stains from the remaining boards.  Contractor offered no guarantee as to whether this would prove to be a permanent solution!
  
  
  This was not an acceptable approach to solve my immediate problem so I requested by a text that the work be halted, at the same time, requesting possible dates to meet with a third party.  (documented in a text msg) Contractor never responded backed with any possible dates, yet, he claimed he was not given an opportunity to participate in a third-party meeting. At this point, I felt the contractor had been given every opportunity to equitably replace the decking boards rather than to perform ‘patched’ or makeshift workmanship!  
  
  
  May 19, I sent an email informing contractor that I had the project assessed my another professional deck builder and I no longer needed Kangorue Home Solutions services.  At this time, I offered to pay a total of $14,030.69 to end  services.
  
  
  Later, the same day, the contractor submitted a request to be paid in full, stating the deck was completed  and had passed final inspection.  Implying that the inspection approval was indicative of the acceptable quality of the decking boards.  
  
  
  On May 20, an email was sent by contractor substantiating one proposal to correct everything on paper yet the boards he marked onsite for replacement do not line up with the same narrative.  In other words, the contractor is stating one thing in his email yet has plans to follow his original marking on boards to be patched!   
  
  
  On May 21, contraction made a final request for payment, to cover what is considered completed work.  Again, stating intent for  deck boards replacement, failing to note if all or some will be replaced, considering all the boards are showing signs of dark spots due to the failure to use rust-resistant nails.
  
  
  On May 27, I submitted to contractor a list of 16 items that still needed his attention.  These were ‘after the fact’ items that were left unnoticed.. ie.  downspout draining, water pooling after a rain, noticeable gaps/spacing between boards, uneven deck boards, loose top rail, nails jutting out, holes around the footers, no descending handrails etc.
  
  
  The ultimate solution offered by the contractor is unacceptable based on the deck’s total costs of $28, 175.12.  Contractors have options to select or reject boards when paying full price.  When bargain bunks are purchased, the chances for large knot, splits and some decay are to be expected. 
  
  
  The contractor offered to replace a total of 14 boards out of approximately 40 boards, each board averaging 2 or more large knots, splits and or signs of decay!  I am suggesting all deck boards be replaced, not only because of large knots, splits and decay but considering rust resistant nails were not used to secure the board!  The rust spots are in every deck board.  When contractor was asked about future guarantee that bleaching would permanently solve the problem, the contractor was reluctant to do so, therefore, no written guarantee was offered!  The previous boards that he attempted to bleach, continued to show signs of rust stains within 2 days of his removal process!
  
  
  On May 24, I mailed a personal check to Kangorue Home Solutions for $14,545.00. Note,  $4,030 had already been given to contractor prior the construction.  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  Regards,
  
  
  
  ********* *******
  
  

  Business Response

  Date: 06/19/2025

  Thank you for the opportunity to provide clarification regarding *** ********* complaint and her rejection of our prior response.
  We stand behind the work completed by Kangorue Home Solutions and dispute many of the claims made in the most recent submission. The deck replacement project at *** ********* property was completed on April 29, 2025, passed all required city inspections, and was constructed using standard pressure-treated lumber and rust-resistant nails, in accordance with the insurance-approved estimate and the scope provided.
  Regarding Materials:
  The decking materials used were approved by the homeowner's insurance provider and matched the specifications of the original deck.
  The pressure-treated boards selected are commonly used in residential deck construction and fall within standard grading for such projects.
  While knots are a natural feature of pressure-treated lumber, the boards were not structurally compromised, and no decay was present at the time of installation.
  *** ******* expressed concern about knots during installation, and we informed her the materials were standard and consistent with what was covered. At no point were we instructed to stop work or upgrade the materials at her cost.
  Regarding Rust-Resistant Nails:
  Galvanized nails were used, which are rated for outdoor use and are considered rust-resistant.
  We have acknowledged her concern about surface stains and offered both in-person inspection and corrective measures, including chemical treatment of the stains and replacement of identified boards.
  We also scheduled a follow-up site visit, marked specific boards for replacement, and offered further chemical cleaning—despite the fact that the project had already passed city inspection.
  Regarding Communication & Punch List:
  We maintained consistent communication with *** ******* via phone, email, and text.
  A walkthrough was not scheduled by the client, but we offered multiple times to meet in person and walk the project.
  Upon receipt of her punch list, we responded with specific solutions and attempted to schedule corrective work.
  *** ******* then requested that we halt work and declined our efforts to coordinate with the third-party contractor she referenced. Despite this, we expressed openness to such a meeting but never received a confirmed time or location.
  Regarding Payment and Resolution Attempts:
  The total project cost was $28,175.12, and we have received a total of $18,575.69, leaving a remaining balance of $9,599.43.
  Given the project was completed and passed inspection, and the client refused additional corrective efforts, we filed a mechanics lien as permitted by law to secure the outstanding balance.
  We offered a settlement of $20,000 by May 29 (less than the full contract amount) in good faith to avoid legal proceedings and release the lien.
  The client did not accept this offer and instead submitted partial payment with no signed agreement or resolution proposal.
  Summary:
  *** ******* has declined reasonable solutions, declined site visits, refused additional repair efforts, and issued partial payment despite the project passing inspection and being declared complete. We have made multiple documented attempts to resolve this matter amicably, and only escalated to legal measures after all other options were exhausted.

• Initial Complaint

  Date:08/28/2023

  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.

  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

  Date: 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 Answer

  Date: 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.