Complaints

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Canga redo ******* through a claim through my homeowners insurance with Hanover. I was due $5300 from recoverable depreciation, which I never received. I asked for itemization of all work done, and that was never provided. I have learned that they have been scamming clients and are under lawsuit by former employees.

  

  Business response

  03/27/2024

  Customer was under contract with ******************************************* for $27,403.41.  The total amount the insurance claim was for was for that exact amount.  Canga did all work according to the insurance estimate provided for the exact money paid for on the claim.

  The insurance company issued 2 checks - 1 for ********* which was collected on 6/30/23 and the second which was for $5,442.37 and collected after the work was completed on 8/11/23.  We explained to the customer that the check of $5,442.37 he was insistent on keeping was meant to be endorsed and given to Canga because he still had an outstanding balance.  We explained this whole process to the customer before we even started work.  We also mentioned he had a $2,000 deductible that he owed which we explained before work was done, to which he said he would pay after the work was completed.  He refused to pay his deductible after the work was done.

  In summary, the check the customer is accusing us scamming was for his balance that he owed and was under contract for.  We made it very clear before we started work that the first check for $********* was not all the money, and that an additional check would be issued from the insurance after the work was completed. The customer is upset because he wanted to keep the $5,442.37 check on top of not paying his deductible

  Canga Restoration

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Came out for roof damaged .They originally did not find any . About 2 weeks later inside is leaking in living room and stair way ! Call **** to come back out and reinspect. He was more worried about getting our money for claim because State farm Denied..he said he would reinspect but was to busy texting on his phone !! He was doing a job across the street so total forgot to do our reinspection. We caught **** before he left never went on the roof just took a few photos in the house ! Now my inside is getting worse raining in my living room ruining ************* ! I called said we told him we didnt want a tarp ! Why would We say that ! I went from 1 bucket in my living room to 3 now ! All I want is a new claim resubmitted with original photos stating the roof damage was missed in original inspection !

  

  Business response

  03/27/2024

  **** originally came back to inspect roof and told customer he did not find any storm related damage so a claim to insurance wouldnt make much sense.  Explained to customer that the damage is a result from wear and tear from wear the flat roof meets the pitched roof, the tar connecting the two was deteriorating.  Customer insisted on filing a claim so we proceeded with that.

  Insurance denied claim and customer asked for me to come back out and try again and reinspect and see if there was anything we can do to fight the claim.  **** was never texting on his phone, he was reviewing the photos he took of the roof on his phone and reviewing the claim that had been denied to explore options.  Customer was interested in a retail estimate to pay for the roof out of pocket so he was texting his production team to come up with a proper detailed estimate for the customer.  All this was explained to the customer.  

  Customer agreed to retail estimate provided by Canga for a full roof replacement and signed a contract and financed the work with our 3rd party finance company.  **** asked if they wanted the concerned area of the roof to be tapped until we could install, and the customers husband, ***** made it very clear to **** that it would not be necessary.  

  Perhaps less than a week later, ***** called **** complaining of a leak and wanted us to come out and fix it.  **** came out and took additional photos in hopes of sending it to insurance and maybe getting it covered.  **** yelled at **** about why we did not tarp the roof and I explained that ***** insisted it wasnt necessary.  

  Shortly after **** left, **** left a poor review about Canga on the BBB.  **** called ***** asking why and Chucks response was yeah she is a little crazy and emotional right now, Im sorry man.  **** explained that he had done everything ***** had asked and didnt feel it was fair to get a poor review as a result and asked ***** to talk to **** about taking it down.  ***** insisted that his wife was emotional and did not want to get involved.  

  Canga sympathizes with the customers money troubles and how they want their insurance company to pay for the leak but we cannot force the insurance company to do anything.  We also cannot provide tarping services for potential leaks if the customer declines them.  Furthermore, we cannot be held responsible for any leaks for work we had yet to do, especially when mitigation services were offered to customer and declined.  

  
  

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had our siding done by Canga restoration in June, during installation they disconnected our ring and porch light. When the company went to put the ring and porch light back on our house, they weren't working. The siding company came out two times to try to fix it and ****** from the office came by to try to fix the ring. We paid $260.00 for the ring, plus $225 to install the ring. The repair man from the siding company and ****** thought the ring was battery operated and needed to be charged, but we have the Ring Pro 2 and it's only hard wired. Canga said to have our electrician come out and fix it, but our electrician only accepts cash as a form of payment, therefore **** (the manager) and ****** ******** manager) said they couldn't pay cash; it had to be a check. My electrician wouldn't be an option in that case so we left it at they would find an electrician to come out and fix the issues. ****** came with her significant other, who works for the company ( I don't know his name), along with the electrician. The electrician's diagnosis was it wasn't anything the company did and he doesn't know how it happened. Our ring and porch light were both working prior to the siding installers removing them and when they were finished and put the ring and porch light back on, they weren't working. I'm still astonished by the way the company is handling this! How can they say the siding installers weren't responsible. If they didn't feel responsible why would they send the siding guys out twice and ****** once? Personally, I believe that was their plan with their electrician, to have him say it wasn't the companies fault. I was under the impression the electrician was here to fix what the siding installers broke, but to my surprise, that wasn't the case. It would have been so easy to do the right thing. That is the part, that's so strange to me. So much effort went into arguing and try to evade fixing the issue.

  

  Business response

  03/27/2024

  Customer said ***** came out with her significant other which requires context.  **** is the General manager of the company, who happens to be in an intimate relationship with *****.  **** introduced himself as the general manager and never as her significant other.  

  We told the customer we could not pay cash and it had to be check because we didnt want to be involved in any under the table transactions.  We explained this to the customer and offered to find an electrician for her.  

  The diagnosis made by the electrician was made very clear.  He told the customer she had a blown transformer and that was the direct cause as to why her porch lights and doorbell were not working.  

  After the electrician explained this, the customer became visibly upset, even irate saying she needs a second opinion from her electrician and insisted Canga pays for it.  We reiterated to her we cannot do under the table transactions so we dont deal directly with in cash.  We also agreed on an electrician with the customer and paid for one, we were not gonna pay for a second just because she wasnt happy with the diagnosis.  

  We sent out people from our company twice because we werent sure if we did cause the issue and wanted to do our due diligence and make sure.  Once it became clear we werent sure exactly what was causing this issue, the customer and ******************** agreed to seek an electrician.  

  Worth mentioning that the customer had an outstanding balance to ******************** for the work we performed at the time of this issue.  She insisted several times she would not pay us until the issue was fixed, even after the electrician told her it was nothing Canga did and was due to a blown transformer she had.  

*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. ↩