Business Profile

Roofing Contractors

CMR Construction & Roofing

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Pattern of Complaints

Complaints

This profile includes complaints for CMR Construction & Roofing's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

209 total complaints in the last 3 years.
19 complaints closed in the last 12 months.

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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:03/23/2023
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 have been waiting since February 17, 2023 for my roof to be installed. All the prep work was done but tiles are just sitting on my roof. The workers came out on this date passed and could not do the job as the supervisor noticed that the tiles were 3 different shades. I have not heard from anyone in this company as to what is being done to rectify this situation. The manager I spoke with only gave me the run around and no answer as to the solution. They also did some damage to my house while piling up the tiles on my roof. I also have their building supplies all over my yard and driveway. All I want is to be treated fairly and get the service that I paid for.
Business Response
Date: 04/04/2023
*** and the customer entered into the contract to install her roof on January 3, 2023.Unfortunately, *** was not able to submit the order on January 10, 2023, as we were waiting for the *** to sign off on the customers tile choice. The customer selected a tile that was scheduled to have an ***** week wait time (timeline provided to *** by the manufacturer, Westlake), however we received notification that the tile was ready to be picked on February 9 (***** week ahead of what was communicated to *** from the manufacturer). On February 10, 2023, *** began construction and put the roof into dry in status. On February 12th the dry in inspection was sent to *** County and approved and the tile was loaded shortly thereafter. On February 17, 2023, *** arrived on-site to install the tile. However, during the pre-install quality control inspection that is completed by the *** Supervisor, it was noticed that the tile had color variations. *** immediately contacted ******** and made them aware of the issue. The customer was advised that this problem has to be dealt with by the manufacturers claims process, and it may take several weeks to work out,however *** is available at any time to answer any questions while she was waiting. The customer called about two weeks into the claims process and asked if *** had an update. The manufacturer factory representative stated the claims process was still going on, which the customer was notified and provided with the manufacturer factory representative cell phone number. At this time, the *** representative checked in with the customer to see if there were any additional concerns. There was concerns that were provided to *** form the customer until *** was notified of the complaint. Since the complaint was posted, the customer was difficult to get a hold of to correct any of the issues that were stated outside of the material.

*** works hard and is diligent on making sure that we keep the property clean and left as it was when we arrived. *** has time stamped photos showing the project remaining clean and tidy throughout the process. On February 20, 2023, At The customers request, we moved the pallet of materials from one side of the driveway. At the time we received the complaint due to the statement that materials were left, ***   removed the pallet of materials to house them at our *** facility until further determination was made regarding the tile, and immediately received a call from the customer asking why we took the materials.   T

Unfortunately we are in a post ****************** and there are many things that are out of ***s control. We do our due diligence to not only buy from the best suppliers that we can, but even then things can go wrong. Westlake Tile is one of the largest concrete tile manufacturers in *****************.

*** prides itself on customer service and taking care of our customers. Perhaps this review should be put against the tile manufacture instead of us.. *** will continue to work with the customer and answer any questions that they may have, however we are waiting on the manufacturer to come up a solution for the tile. Our promise to our customers is that at the end of this process you will have a quality product that will protect your home for years to come.
Customer Answer
Date: 04/05/2023
Complaint: 19641453

I am rejecting this response because:

Regards,

***********************
I was in contact with both CMR and Westlake tiles regarding this issue. CMR representative stated that it is the problem of ******** and that they cannot do anything to help resolve this problem. The Westlake representative stated on April 3, 2023 that she had passed on my information to the head of the ************************** and I was to receive a call back from the woman that same day to discuss this matter. No one has responded yet from Claims and that is not acceptable. Both companies have all my contact information and could have reached out to me through all those avenues. As for me being hard to get ahold of is not accurate. They say that thats have called me but they never leave a message so I must not be of any importance to them. They did remove the pallet from my driveway but did so without informing me. The left a bunch of material piled up on the side of my house and it is all rusting from the sprinkler system as they placed it next to the sprinkler.
i would like the tile that is currently sitting on my roof that is not correct removed as it is an eyesore and will cause damage if there is any high wind. Also, I would like better communication and transparency from both Westlake and CMR. I understand that there are circumstances beyond my control such as living with Hurricane *** but that is not an excuse for not trying to settle this matter and for keeping me updated.
I feel that CMR should be taking care of this matter as they are under contract with Westlake just as I am under contract with CMR. The tile manufacturer gave me the option of using the current, incorrect color tile and then having it painted to match. My HOA doesnt recommend this method and I feel like that is not the right way to do things as I paid for the correct tile and am waiting for someone to be honest with me and tell me what my other options are. I am hard if hearing and a widow but that is no reason for anyone to ignore me and continue to give me the runaround about what can be done. CMR states that it is a Westlake problem but it really should be in the hands of both parties to take action and inform me what is happening. I dont feel comfortable or valued by either party in any way, shape or form. All I get is promises that are not kept and phone calls that no messages are left for me if I am unavailable.
I would appreciate someone who earnestly wants my business and to see me a happy customer to help me. I have not gotten any respect from either party. To convey to me honestly what my options are is not that much to ask for but yet, no one seems to be willing to take responsibility for this situation. I dont feel that I should be taking a complaint to Westlake because they work directly with CMR. I also would like to use a different tile vendor as Westlake does not consider me to be of importance as no solution given when there is a problem. I cant ask for a refund because I am under contract and CMR would not release me from any obligation. All I want is better communication and the roof that I paid for. None of which is happening at present.

Respectfully,

**********************;
Business Response
Date: 04/10/2023
CMR completely sympathizes and understands the frustration from this customer, warranty issues are never easy regardless of the product. It should be noted that CMR is also frustrated with the situation. Westlake ********** is an elite product, and rated amongst the best tiles in the marketplace today, but as with any product there is always a chance for deficiencies and or errors. ******** seems to be handling this situation appropriately but the timeline of events is not up to the standards of the client. Unfortunately, we are at the mercy of the manufacturer here and have to go through this process to get to the ultimate end goal of a Beautiful new tile roof free of defects. As such, we are doing everything in our power to expedite this unfortunate situation. However, we don't make the tile and so we must jump through the hoops that the manufacturer sets before us. This is not a broken toaster that we are taking back to the store, this is an extremely high end and expensive roof, and the manufacturer has the right to complete their due diligence before simply agreeing to replace all of the materials. That said, we are the line in the sand who are, and will continue to, hold this manufacturer responsible until such time that we have the correct materials in place so that we can install them. Regarding communications, we have been as transparent and honest as is possible in this situation where we do not own the process. We are a customer to this supplier, and while they are obviously working with us to make this "right", there is still a process and the fact that the homeowner is frustrated will not, and does not, make things happen any faster. Unlike 99% of other roofing companies in the nation, we not only pay people to keep our customers informed, but we also log those attempts and or contacts. This file is full of both. We sincerely regret that this customer does not feel valued, and that is far from the truth, but at the end of the day we are trying to get her toaster replaced so that we can complete her project. When there is nothing to report, there is nothing to report. We don't get responses everyday from the manufacturer, and so we don't, can't and shouldn't have to call the customer everyday and leave a message with no new information. Please note that we too have a lot riding on this material being addressed, we too want to complete this installation and we have a serious financial interest besides our real concern for the customer, but we also understand that there is a process and so are trying to work within those constructs in order to keep the investigation and discussion moving in a positive direction. As such, we will continue to immediately reach out to the customer with every communication we receive from the manufacturer. We hope this explanation is sufficient enough to end this response war, it does not seem fair that we are having to deal with a negative BBB complaint that will effect and haunt us for years, over an issue that is in the middle of being resolved, and that there is NOTHING we can do beyond what what we are doing to make it happen any faster. This complaint is from a place of pure frustration, and we are very sorry about that and understand it, but this BBB battle is hurtful to CMR when we have done and will continue to do everything in our power to resolve an issue that is not of our making.
Customer Answer
Date: 04/10/2023
Complaint: 19641453

I am rejecting this response because:

Regards,

***********************
WestLake Tile and *** Roofing do not need to contact me everyday when there is nothing to report. I do not expect that as they have other customers to take care of. I do not appreciate however, the pressure of being forced to take the easy option out for them which is to have the roof put on with the mismatched tiles and then tinted to match. The week of April 3, 2023, that is all that was being presented to me. The Westlake representative and one of the *** managers called and tried to coax me into an option that I do not want. The process was explained to me and I was encouraged to do that as the roof would last longer according to the representative. I explained that the *** does not recommend painted tiles but they were not taking "NO" for an answer as they kept mentioning it.
My roof is not a toaster and I do not find that comparison amusing in any way shape or form. Also, this complaint is not a war as stated by ******* is only to be shown some respect and contacting me when they say there are going to contact me instead of me wondering what if scheduled meetings produced some ideas. *** and Westlake do not value me as a customer. If they did, we would not be in this situation of me filing a complaint in order to get some response and to get their attention. I have been told that I matter but then get calls trying to get me to take the easy way out. I did not pay for tinted tiles nor do I want them, .
As I said before, I understand that there are circumstances beyond my control in regard to the tile being manufactured and thus, the time frame of having the roof installed. It should not be that hard to come up with a game plan and present it to me. I want that plan in writing and then I will drop the complaint after receiving the plan signed and notarized. I regret that this is my stipulation but it could have all be avoided if I was contacted the week following the discovery of the discolored tiles and then made aware and given the choice of what my options were. I should not have to fight to get a product and service that I paid for. I did choose *** to do my roof but they are the ones that chose Westlake, not myself. Therefore, I feel that it is their responsibility to get things back on track. I would like to switch tile manufacturers but was told that it is too late for that option.
Again, the only thing I want is to be communicated with and have a new roof over my head. It does not appear that will happen before hurricane season starts on June 1st so I am stuck and can lose more than the plywood or whatever they laid down in preparation of the roof installation . Mother Nature is not a force to go up against and I do not want anymore damage as a result. My chances are greater that something happens as there is no tile protecting me during this time of year. I do not want to drag this complaint on but ams forced to do so as I was not being valued and I was forgotten about as soon as they discovered there was a problem. I should have been notified the first business day after the discovery and I was not, Instead, I have to do all the calling and have gotten absolutely nowhere with *** and WestLake.
Customer Answer
Date: 04/10/2023
Complaint: 19641453

I am rejecting this response because:

Regards,

***********************
WestLake Tile and *** Roofing do not need to contact me everyday when there is nothing to report. I do not expect that as they have other customers to take care of. I do not appreciate however, the pressure of being forced to take the easy option out for them which is to have the roof put on with the mismatched tiles and then tinted to match. The week of April 3, 2023, that is all that was being presented to me. The Westlake representative and one of the *** managers called and tried to coax me into an option that I do not want. The process was explained to me and I was encouraged to do that as the roof would last longer according to the representative. I explained that the *** does not recommend painted tiles but they were not taking "NO" for an answer as they kept mentioning it.
My roof is not a toaster and I do not find that comparison amusing in any way shape or form. Also, this complaint is not a war as stated by ******* is only to be shown some respect and contacting me when they say there are going to contact me instead of me wondering what if scheduled meetings produced some ideas. *** and Westlake do not value me as a customer. If they did, we would not be in this situation of me filing a complaint in order to get some response and to get their attention. I have been told that I matter but then get calls trying to get me to take the easy way out. I did not pay for tinted tiles nor do I want them, .
As I said before, I understand that there are circumstances beyond my control in regard to the tile being manufactured and thus, the time frame of having the roof installed. It should not be that hard to come up with a game plan and present it to me. I want that plan in writing and then I will drop the complaint after receiving the plan signed and notarized. I regret that this is my stipulation but it could have all be avoided if I was contacted the week following the discovery of the discolored tiles and then made aware and given the choice of what my options were. I should not have to fight to get a product and service that I paid for. I did choose *** to do my roof but they are the ones that chose Westlake, not myself. Therefore, I feel that it is their responsibility to get things back on track. I would like to switch tile manufacturers but was told that it is too late for that option.
Again, the only thing I want is to be communicated with and have a new roof over my head. It does not appear that will happen before hurricane season starts on June 1st so I am stuck and can lose more than the plywood or whatever they laid down in preparation of the roof installation . Mother Nature is not a force to go up against and I do not want anymore damage as a result. My chances are greater that something happens as there is no tile protecting me during this time of year. I do not want to drag this complaint on but ams forced to do so as I was not being valued and I was forgotten about as soon as they discovered there was a problem. I should have been notified the first business day after the discovery and I was not, Instead, I have to do all the calling and have gotten absolutely nowhere with *** and WestLake.
Initial Complaint
Date:03/23/2023
Type:Order Issues
Status:
ResolvedMore 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.
CMR Roofing came to my home to provide a quote on my roof and had me sign a Contract for Services and Assignment of Insurance Benefits. Their agent, ***********************, provided an estimate of $102,000 and told me they would get the insurance company to cover everything but my deductible. My insurance company provided me with a contractor who would do the same work for approximately $34,000 less and has refused to come to an agreement with CMR to cover their estimate. Meanwhile, I am without roof repair because CMR won't do the work without the insurance company agreeing to their extreme quote nor will they release me from the contract to have someone else complete the work. The damage occurred 6 months ago and we're headed into another hurricane season. We need CMR to complete the work they committed to do and I will be the deductible as I committed to do. Failing that, I need CMR to release me from the contract so I can get this done. I believe ******* law required CMR to provide a start date for the work and begun substantial within ********************************** the contract can be canceled. We simply want the contract and Assignment of Benefits canceled.Policy #: BFL668413-00 Claim #: CEL32590870 Date of Loss: 09/28/2022 Sales Team Lead: *********************
Business Response
Date: 04/04/2023
CMR is currently working with a representative of the customer to come to an amicable solution that works for both parties.Unfortunately, not all roof systems are equal, and CMR is not in control with what the insurance company determines to pay. In this situation, there is a specific clause, "right to repair" in the homeowners policy that eliminated many integral line items that CMR feels are an important as part of the scope of work. We want to provide the best roof system for the customer and will continue to work with customers representatives to determine a solution.
Customer Answer
Date: 04/05/2023
Complaint: 19641035

I am rejecting this response because: We were told by a CMR **** ********************** that we could cancel the contract to expedite the repair of the roof in keeping with the endorsement which requires us to use the insurance company's contract. CMR was notified of this endorsement via email multiple times by the insurance company last month. We are awaiting written proof of the cancelation of that contract and this will be resolved when both our insurance company and I receive that.

Regards,

*******************************
Initial Complaint
Date:03/17/2023
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.
CMR has left my home with no roof tiles, just the *** inlaid installed and no gutters since October 1st. They said the *** is rated to last 180 days. We are almost at 180 days and the *** remains exposed after two hurricanes and tropical storms. They have not delivered the tiles they said tiles would be delivered by 12/28/22, and most likely sooner. After failing to deliver the tiles by 12/28/22, and no call explaining why, I contacted CMR and was told, in writing, they were "released" on 01/18/23 and would be delivered within two weeks. The tiles were not delivered and again no one from CMR contacted me to explain why. The subcontractor doing the roof work told me on 03/13/23 they contacted CMR and were told that they are checking on the release date for the tiles had been released on 01/18/23. The project manager says he and his manager have inquired with CMRs ********************* repeatedly as to the delivery of the tiles, and he says they will not return his calls, and said that CMR is concentrating on customers that have had the tiles delivered! The Project Manager said he cannot do anymore for this project and that I should contact CMR Corporate, which is basically impossible for me to do. I called their offices in Lantana, *********, *****, and Texas, all use answering services and have not returned numerous calls. The answering service won't reveal the name or phone number they relay messages to. I have informed CMR that the *** is almost at the end of its rated uncovered life, my property is getting damaged from no gutters for over 5 months. My screen lanai has been torn since the dry-in as they say they repair it after the tiles are installed. I have raccoons entering lanai because of this. I have paid $23,000 of the $46,000 contract price. This company has effectively abandoned this contract as they will not return calls, will not explain their repeated failure to deliver the tiles to the house for the subcontractor to install.
Business Response
Date: 03/28/2023
We apologize the communication on this project has failed and are working towards rectifying this situation by keeping the lines of communication open with the customer to complete their project.
As stated by the customer, the tiles were not released on December 28, 2022. The release date got pushed back to February. The manufacture delays are something CMR is constantly dealing with right now,which causes an extra layer of complexity when trying to schedule and coordinate projects.
We understand the concerns the customer has regarding the **** and are working on the necessary steps to addressing the situation. CMR will be applying additional PNS at its own large expense, in an effort to do everything right for this customer. Upon the install of additional **** the tile will be scheduled for delivery with the install following thereafter. It is our goal to have this project completed and closed out within the 4 weeks, weather permitting.
Customer Answer
Date: 03/29/2023
Complaint: 19614548

I am rejecting this response because:
I am pleased that finally the business has submitted its overdue response. Evidently, even after complaints that this business has failed terribly at delivering on its contractual obligations in a timely fashion, it ignores the time constraints imposed by the BBB in responding to complaints.
Nevertheless, I will look at its response as a positive, however, by no means is this response a resolution to my complaint. Even in attempting to convince that the problems are behind us and they will be completing this project in a timely fashion, it fails to state the real truth on what has transpired and seems to take no responsibility for the failure to complete the project.

The business states that part of rectifying this situation is by keeping the lines of communication open with the customer to complete the project. The business still refuses to give me a date when they will be here to re-start working on my roof. They misstate the tile delivery, or rather failure to deliver, dates and issues. On November 1, ***************** writing that the tiles would be delivered on 12/28 with a strong chance that that date would be moved up sooner. When the tiles did not arrive, the business did not call me to alert me that they were not going to deliver. I had to reach out numerous times to learn that they now say that the tiles were released on January 18, 2023, not February as the business states in its response. When the tiles were not delivered in January, the business did not contact me to let me know that they would not be delivered, and in fact simply just ignored all my calls. I have now been told by CMR and the sub-contractor who is doing the roof work, that the tiles are in CMRs possession on its property, however, the response does not say this. Does the business have possession of the roof tiles or not?

It is understandable that there are issues with tiles being delivered later than expected, however, that does not excuse why the business tore off my old roof and gutters over six months ago if they did not have the tiles ready to be installed. Now the business is saying the *** issue will be rectified at its own large expense. Who else would be responsible for necessitating this other than the business?

I am remaining hopeful that CMR corporate has decided that it is in its best interest to have this job completed to the satisfaction of the customer. I am all for putting these problems behind me, however, to do that I need to see results, not hollow promises. So far only the latter has been put forth.

I respectfully request that the BBB keeps this complaint open and monitors the progress, if any, towards resolution of the complaint.
Regards,

*************************
Business Response
Date: 04/14/2023
CMR has been subjected to delays in tile availability that are beyond our control. We work hard to sequence our projects in the most efficient manner possible. It is necessary to tear the roof off and have it prepped for tile delivery before the tile is ready to be shipped as the tile manufacturers only give us a 7 day window to pick up the tile once it is made. If we dont pick the tile up, we lose the order. We absolutely wish the tile manufacturers would provide more flexibility on this window, but again, we are at their mercy. We tore the roof off, dried it in, and prepped it for tile delivery in anticipation of the tile being ready as originally indicated by the tile manufacturer. When the tile availability was delayed, we had to take steps to install new PNS (at our expense, although not due to our actions). This step requires additional permitting and inspections. We understand the customers frustration with this process, and CMR is frustrated too. Wed like to remind reviewers that ************************** and costliest hurricane to affect mainland US in history) occurred on September 27th, and has caused unprecedented disruption in already stressed supply chains, which have been well documented in the media. These delays cost CMR money to deal with, as evidenced by the fact that we have to incur the significant expense of applying new PNS. It would be within CMRs contractual rights to pass this cost to the customer as the cost was not due to CMRs actions, but in the interest of trying to provide the best customer service possible, weve never tendered this request. We wish the customer would recognize this token of good will. We do apologize for the apparently inadequate communication during the holidays and thereafter. We commit to better communication thru the completion of the project. Currently, the new PNS application is scheduled to happen next week (weather permitting), now that we have received approval from the ******************* to move forward with that application. Once the inspections have been approved, tile delivery and install will be scheduled shortly thereafter.
Customer Answer
Date: 04/14/2023
Complaint: 19614548

I am rejecting this response because:
*** continues to use tile availability as the cause of these problems. We all understand that there are issues with tile deliveries. Some companies are worse than others, however the contractor, ***, is responsible to be aware of this and work with the customer to get the job done in spite of delivery delays. In my development alone (138 homes) there have been many homes that have received new tile roofs and these jobs were started much, much later than my home, and they have been completed for months now. *** never discussed any problem with tile deliveries at all, no less any increased delays with the manufacturer of the tiles I selected. In fact, it supplied documents that stated an approximate time for delivery of tiles. That period ended a long time ago. I would have been more than happy to select a different tile from a different manufacturer if there was a greater issue in delivery from the one I did select. *** did not ask for this, it continued to give me delivery dates, failed to meet them, and did not bother to inform me of the delay. All *** did do was fail to show up with the tiles, and then refuse to return numerous calls from me to ask what happened? It is ***s responsibility to schedule the tear-off and installation of the new tiles appropriately. It is its responsibility to reasonably determine when they will be getting delivery of the tiles. If the tile company gives them 7 days notice of tile delivery, then once that notice is received, they could schedule and accomplish the tear-off of the old roof and gutters. To do this portion over six months ago, during hurricane season, is inexcusable.
*** continues to apologize for the apparently inadequate communication during the holidays and thereafter. The inadequate communication is neither apparent nor has it ended. On March 24th, one week after filing this complaint with the BBB, I was called by a *** representative who said that *** was going to add a layer of underlayment as the underlayment on the roof had expired. He said this will be scheduled for the following week and I will receive a call in the beginning of the week to schedule. Once underlayment was installed the tiles would be delivered to my home and installed. I asked if *** had the tiles and he responded that it did. I said I cant believe you have the tiles but refuse to deliver them. He said they did not want to deliver them to my house so as not to take up my whole driveway while they add the underlayment. I accepted his explanation and rather than argue. I thought it would be best to just let *** proceed the way this representative said it would. No one has called to schedule the additional underlayment installation, and *** not return any of my calls since the March 24th call I received, asking why they havent scheduled me. Prior to the citys April 6th approval I contacted the *** representative that called me on March 24th to ask where we were at, as the following week had come and gone with no one contacting me. Not only did they not contact me, the *** representative failed to return three calls over the two-week period. So much for improving contact with the customer.
***s position on who should be responsible for the costs of adding additional underlayment is not only preposterous, but quite self-serving. I will not comment on its claim that It would be within ***s contractual rights to pass this cost to the customer as the cost was not due to ***s actions, other than to state not only is this false, it is self-serving. The need to add to the underlayment is due to ***s inaction.
*** writes We wish the customer would recognize this token of good will. For starters, accepting responsibility, instructing your representatives to return calls, and getting on with this job would be a good start towards your customer recognizing any token of good will on its part, as opposed to continual failure to communicate with its customer and blaming others for its shortcomings. Misstating the terms of the contract, stating it could pass on the costs of correcting its negligence to its customer, does not create good will.
*** still hasnt stated it its replies to my complaint that it is in possession of the tiles, even though on March 24th the *** representative told me over the phone they have my tiles and this was confirmed on March 28th by the subcontractor (who is actually doing the roof work). I will offer *** this: I prefer looking forward rather than backwards. ***, contrary to what it tries to convince you in its replies here, is totally in control of completing this project. It has the city's approval to install the additional underlayment, and it claims it has the roof tiles on its property. This project needs to and should be completed in the next two weeks.
As for now I am rejecting the business response as it does not constitute settlement of my claim. Once my roof is completed, and if done properly, at that point I will withdraw my complaint.
Regards,

*************************
Initial Complaint
Date:03/16/2023
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.
We contracted with CMR in May of 2022. We gave them an endorsed check from our insurance company for $77,00. Our tiles were promised in 4 months. We are now in our month 9, and our tiles were released on 3/8 from the manufacturer, but CMR had to go get them. They had one week to procure them or our tiles get released to the next person in line. We tried to stay in communication with CMR management, but they are not calling back and have said through text only that it is escalated to the **** but still no resolution. I just posted this on NEXTDOOR: We settled with our insurance company for a new roof from ****. We signed contracts with CMR in May of 2022 and ordered our tile. They didn't place the order for our tile until July. At that point in time, they had $40,000 of our insurance money. We were told it would be a 4 month delivery. We are now in month 9 and we still don't have our tile. Our tile order was finally released from the manufacturer (Westlake Building Supplies) on 3/8, but CMR's tile distributor **** Supply) won't release the tile to them (I assume because they are not paying their bills on time). We contacted the supplier and they won't let us pay for the tiles to have them delivered. *** Supply says they cannot discuss anything about CMR with us. In the meantime, we have been without a roof for 5 months (only a membrane). *** made us place a new order (they wouldn't let us have the tiles that CMR ordered in July) which might take another **** months to get. I am beside myself. And now, CMR is not getting back to us. We have not resolution to this issue. They have $40K of our insurance money, but we have not received $40k of work.
Business Response
Date: 03/28/2023
CMR has been able to connect with Mr. and *********************** and are working very hard towards an amicable solution.
Initial Complaint
Date:03/07/2023
Type:Billing Issues
Status:
ResolvedMore 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.
My mother had been having leaks since the hurricane. In 2020, a sales rep for CMR was working in the area and knocking on doors. He spoke to my mother who is her late 70's and for whom English is her second language and helped her file a claim to get the roof repaired. She was informed, should she cancel the contract at the time of signing, the fees she would incur would be $5K, her insurance deductible. Her insurance company denied her claim and CMR referred her to a law firm in which she hired ****** and Pintaluga P.A. Her insurance company refused to pay the full amount for the roof replacement and the attorneys went to CMR to notify them of the decision of her insurance company. CMR stated that her contract is being canceled. CMR stated that she needed to pay 25% of the proceeds that the insurance company agreed to pay for the roof damage. This would amount to a total of $6,312.50. I contacted CMR on her behalf and asked about the additional charges of $1312.50, I was informed that the contract stated that there was a 25% clause in the back. No initials were placed next to these clauses. My mother DID NOT cancel the contract. I called and stated she still needed the roof, they informed me that they normally do not work directly with customers replacing roofs. They are higher in cost than most companies and suggested I look elsewhere for the roof replacement. Basically they just scam people into claims and receive money for them for breach of contract and the attorneys they recommend? Indeed they gave a ************ of $41K when every other company came in at approximately $33K. I read the contract and it stated in the contract it would be 25% of material listed in specifications and materials. There was nothing listed in the section with any amount of money. I would be happy to pay the $5K my mother was told she had to pay, but I believe the company is tackling on fees they claimed to have disclosed and likely unbeknownst to my elderly mother.
Customer Answer
Date: 03/07/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*********************************
Initial Complaint
Date:02/27/2023
Type:Billing Issues
Status:
ResolvedMore 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.
Dear Better Business Bureau,I am writing to file a formal complaint against CMR and Roofing Company for their unethical business practices. Specifically, I am concerned about the company's charging of a cancellation fee of $6375, even though I do not owe them any cancellation fees.CMR and Roofing Company convinced me to submit a claim with my insurance company for wind damage to my property. However, the claim was ultimately rejected by the insurance company, who claimed that the damage was due to wear and tear rather than wind damage. Despite this, CMR and Roofing Company consistently called me and convinced me to hire the ***** law firm, which they recommended to handle my case.The ***** law firm then filed an intent to file a lawsuit, and my insurance company ultimately offered me $30,000 in compensation, of which $24,400 is my portion after the lawyers fee. However, I do not owe any cancellation fees to CMR and Roofing Company, as they cannot replace my roof for $24,400.I have attempted to discuss this matter with CMR and Roofing Company, but they have been unresponsive and uncooperative. I feel that their charging of a cancellation fee is unreasonable and unethical, and I believe that they are attempting to take advantage of **** urge you to investigate this matter and take appropriate action to prevent CMR and Roofing Company from engaging in similar deceptive and unethical practices in the future. Thank you for your attention to this matter.*********,******************* ************
Business Response
Date: 03/09/2023
It is never CMR's intention to mislead any of our customers and strive for transparency in our communication and evaluation of the project. Upon inspecting Mr. ****** property it was determined that this roof had sustained damaged from wind, and entered into a contract with the customer. Unfortunately, the outcome of the claim process was not what either party had preferred. At this time, CMR and ************** have reached a mutually agreeable resolution, and we consider this matter closed.
Customer Answer
Date: 03/10/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*******************
Initial Complaint
Date:02/16/2023
Type:Product 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.
Tis complain is against CMR Construction & Roofing **** ********. ****** **. ***** On 12/13/2022 ************************* came in to our house and we signed a contract for a new roof for the amount of $19,171.63 and give him a check for the amount of $5,000.00 as a deposit he told us will have a new roof in about 2 to 3 weeks.they send us paper to sign via email on 12/22/2022 an also for the amount of $19,171.63 then on January this other Guy came ion to our house to do another inspection and on January 11/2023 this ********************* send us a email with a new estimated of$43,105.65 and told us that it was summited to our insurance for review,we call him right away to let him know why was this outrageous increment on pricing he say it was a mistake I immediately send him a email on Jan. 13/2022 to let him know we do not approve this new estimate and that I have called my Insurance and they have not received anything from CMR I told him not to go forward with this job and that we wanted to cancel the contact because they have laid to us and there is no way the price will go up more than double in a couple of weeks. He never answer or called back we received another email from ************************* on 01/23/2023 to let us know they have cancel our job, So i ask her when are we getting our deposit back never got a response back I have email everyone almost every day made several phone calls every day even email CMR direct to there web page asking for our deposit back we have not hear nothing back I even drove down last week to there office spoke with the manger he only give me his name no last name and telephone number ************ and have not hear from or any one else, we just want our deposit back and some one to contact us .it has been more that 2 months and we still need our roof and with out the money we are not going to be able to do it we need our $5,000.00 deposit back ASAP
Business Response
Date: 02/24/2023
It is not our goal or intent to hide anything within our processes, and on the contrary, we try very hard to be fully transparent. That said, we have evidently failed in that clarity and transparency for this customer and for that we apologize.

As such, we will attempt to clear up the process and the current condition of the project below.

This customer is absolutely correct when he states that he received an estimate from our sales representative on the spot (12/13/2022) for $19,171.63. This immediate estimate is legally required by the state of ** and is/was created utilizing only surface visible components, and unfortunately, a lack of all necessary information. At the time of the inspection the sales representative may not have access to actual square feet,specific information on shingle brands, thicknesses, location charges, and underlayment types, etc. However, because this estimate is required by law,we do our best to supply a rough estimate for the items that can be seen. This is why our contract is very clear that we intend to complete this roof for insurance proceeds, and not for the rough draft amount. This allows both of us (CMR) and the insurance carrier time to assess the actual sizes, materials, and other specifics required to install a roof in *******. Further, our contract requires every customer to sign and initial that they understand that this contract is for insurance proceeds. Please note that this contract was no different, and this customer both signed and initialed these areas of the contract accordingly.

After the contract was signed, we informed the customer and then completed a full inspection of the roof which included accessing the underlayment, confirming shingle thickness, type and brand,including required code issues, freight, etc. to ultimately reach a real scope of work for the replacement of the roof. As soon as we had the accurate line items compiled, we submitted them to the customers insurance company and to the customer himself. Here is where the confusion may rest, this was in no way an invoice or request for payment, this was an estimate only, with the cost of every single action item (scope) being obtained directly from the insurance industries/companies preferred software. We did not change or create any prices at all, we simply input the line items that would be required to complete this project and the insurance software determined a cost for each of those items.Our estimate is intended to ensure that the customer, and their carrier, have full knowledge of the items required to replace this roof as determined by an actual roofing contractor who is aware of the codes, and special access or other real world considerations.

Ultimately the carrier will work with the customer and or us, and determine what they will and will not pay for, thus insurance proceeds which is what our legal contract with this customer allows for.

To be clear, we are not asking for anything extra.We are simply going to install this new roof for the insurance proceeds plus the customers legally owed deductible and not a ***** more. No out of pocket money will be requested of this customer beyond the legally owed deductible for the scope of work approved by the insurance company, and the carrier will ultimately decide what it will and will not include in the settlement.

Finally, as this customer has stated, we did receive his deposit in the amount of $5,000.00. This of course will be credited towards the customers legally owed deductible ($6,110.61), leaving an out of pocket balance of $1,110.61.

We hope this response clears up any confusion, and we are looking forward to hopefully installing this customer's roof. Note that should the customer still want to be released from the legally signed contract,there is a cancellation clause included in the contract. However, as always, it is our preference and our sincere hope that we are simply allowed to fulfill our responsibilities within the contract and allowed to install this roof.

Customer Answer
Date: 02/27/2023
Complaint: 19418505

I am rejecting this response because:
First of all CMR response mentions that the second estimate was sent to our ****************** That is the first lie, because after we received that outrageous new estimate we called our Insurance. They told us they never got anything from CMR. As well CMR did not mention that in the contract it states if our Insurance does not cover the job, CMR can put a construction lean on our house and we will be responsible for the remaining payment. Our insurance company only gave us $19,677.00 to repair our roof. There is no way we could afford the remaining payments, that is why we canceled right away after getting the second estimate. We also had other companies giving us quotes. None of them were more than $23,000.00 to repair our roof. We were never informed why the second estimate was doubled compared to the original estimate we signed for. We feel CMR wanted to take advantage of the situation and is still lying to this day. We canceled within their allotted time of cancellation after their getting their ridiculous second estimate. But they decided to keep our $5,000 deposit after doing zero work on the roof. This company seems to be hurting the already hurt people from the hurricane. Holding our money hostage as our roof continues to leak everyday.
We need our deposit back so we can get another company that has good integrity and morals to fix our roof. CMR should have an F grade on the BBB based on our interaction with them. Most people have compassion after a major disaster. Them on the other hand, try to take advantage of people in the worst situations. We will attach documents that show we signed a contract with an estimate of $19,171.63, along with another companies quote we denied since CMR had the better deal.
We relied on the BBB because you posted this Company. CMR as honest and professional, things that they do not have at all.
So we just want our deposit of $5,000.00 back ASAP and nothing else to do with CMR.

Regards,

*************************;
Business Response
Date: 03/14/2023
We have exhausted all efforts to come to a solution with this customer. We would be interested in having the BBB mediate if that is the appropriate next step.
Customer Answer
Date: 03/15/2023
Complaint: 19418505

I am rejecting this response because:
I have call almost every day and send emails and no one has answer my phone calls or emails I only had a Lady call me last week from CMR
and keep on telling me I will not get my money back nothing else, so there was no negotiation at all with me, we just want our deposit of $5,000.00 back
there is no reason why CMR does not wanted to give our deposit back they never did any work on our house and we cancel the outrageous new estimated of $43,000.00
the very next day we got it, if you see was more than double the price that is not acceptable.

Regards,

***************************
Business Response
Date: 03/24/2023
Thank you for this opportunity to explain our process, and our contract.
This customer signed the attached contract on 12/22/2022 and never mentioned anything about cancelling said contract until January of 2023,when he began to discuss cancelling verbally. Based on the highlighted sections in the contract, the customer has 3 days to cancel, not three weeks. And we did not receive this request formally in writing until the middle of February, and this too is a requirement of the contract.
We initially received his deposit and began the roofing process by obtaining the required building permit, as well as the *** (Notice of Commencement).
Our agreement (per the contract) is Insurance funds, of which $19,719.17 was approved for the roof and gutters by the carrier in this instance (Customer was approved for over $40,000.00 in total for other repairs and interior work by his insurance provider, but those are not our concern as we are only addressing the roof and gutters).
Once the customer decided to cancel (because he said he had contracted with a new contractor) we recommended that he view the legally binding contract and consider that the new contractor may not be cheaper once cancellation fees are factored in.
This customer still wanted to cancel after knowing there would be fees, and so we sent a check via ***** to the customer in the amount of $207.10, which represents the overpayment from the $5,000.00 he initially sent us. (Per the contract, 25% of the approved payment from the insurance company is owed if the customer cancels prior to material delivery).
Regarding the supplement request to the insurance company, please note that our contract states that we will install this roof for insurance proceeds, and so this supplement is necessary considering that the carrier omitted and or ignored many necessary items and actions on this roof (scope). We have not, and do not plan on billing the customer for the difference in the estimate that was sent to the carrier. We simply have to explain the necessary scope to the carrier and that way they know what was missed, and so can agree to our supplement for additional scope items.There is no slide of hand, or misrepresentation, there are simply items missing from the insurance estimate, and we are trying to get those items added fairly. NO INVOICE HAS BEEN CREATED OR SENT TO THE CUSTOMER FOR ANY OTHER AMOUNT.
Last note on this, we are not charging a percentage of our estimate and what would likely be paid for by the carrier, we are only keeping the cancellation fee due us based on actual money approved from the carrier for roof and gutters only.
Contracted price $19,171.63 25% cancellation fee $4,792.90 Refund amount $207.09
Thank you for the opportunity to provide the response. We would ask that the numbers presented above in our response be deleted prior to posting.

Customer Answer
Date: 03/29/2023
Complaint: 19418505

I am rejecting this response because:

we have express our self numerous times;

* we did sign a contract for the amount $19,719.17 on 12/22/2023 that was the amount approve by our Insurance company
that the salesman ***********************; say that will do it for that price and will be done in 2-3 weeks and we give him a deposit for $5,000.00

On Jan- 11/2023 this new salesman ********************* send us the other outrageous estimate (not mention in the Business reply) of $43,105.65
more than double of the amount we sign the contract and we told him there is no way we can afford that amount and our insurance company
did not got anything regarding this new estimate that we already send al prove in our last email, we cancel verbally the same day 01/11/2023 and send emails to every one in the Company ,
because no one from CMR was returning our calls or emails on 01/13/2023

that is the reason why we cancel the job, not like CMR is telling we cancel because we hire another company that tell you they are lying again,
we did hire another company because our roof still leaking and it needs to be repair but that was after we did not hear nothing for 2 months from CMR

my question is why is CMR never mention or told us the reason the new estimate when more than double the price, they never told us
we did not had that kind of money that is the reason why we cancel the job, we where on the time limit to cancel after the second estimate
we have no idea why CMR does not refund our deposit if we are right and they are just lying

we just need our deposit of $5,000.00 back that is our right, CMR has no right to keep something that it does not belong to them
they never did any work on our house

we just nee justice for people not for big lying companies like CMR .

thank you

***************************
***********************;



Regards,

***************************
Initial Complaint
Date:02/16/2023
Type:Billing 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.
This company just wants to collect cancellation fees. It's how they make their money. I signed a contract where CMR agreed to do the job for insurance settlement amount. I'd previously asked if there was a minimum and was told no; that as long as the insurance company agreed on a new roof, it'd be enough. After I received the insurance check, CMR told me it's not enough and I need to pay a cancellation fee. I told them to complete the job for the settlement amount per the contract. I had to email & call multiple times. No response/call back.Finally I reached my Salesperson and he said I had to pay a cancellation fee or the additional costs out of pocket. I told him that's not what the contract says and if CMR didnt want to do the job, I'd let them out of the contract without me paying a fee. He declined because the cancellation fee is whats important to them. They didnt do any remediation work, so I dont owe them for that. He said I owe them an administrative fee for the estimate. I said that's false since the estimate was free. Next he said I should pay them something out of gratitude for getting insurance money. I said no. He then threatened me, saying unless I agreed to pay something, CMR wouldn't endorse my check and we'd go to litigation. Its been almost 2 months and CMR still hasnt signed my check.They dont care about my roof. This is happening a lot. Theyre trying to get money any way they can. Their first option is a cancellation fee, then overcharging for remediation. They charge $2000 to apply a tarp, which should be $300. Finally, they extort money by refusing to endorse checks.DONT USE THIS COMPANY. You dont need a contract or even an estimate to file an insurance claim. Other companies will do a free estimate without a contract. If you do sign with CMR, get everything in writing. Don't let them be a signer on the insurance check. Don't let them do remediation. Don't fall for their lies/intimidation. You likely don't owe them anything.
Business Response
Date: 03/03/2023
Unfortunately, this customer is not wanting to honor their agreement, and CMR has no control over that. CMR agrees to do the roof for what the insurance company pays, but only when the customer doesnt accept a low settlement. These terms are clearly detailed in the agreement signed by the customer.

Now the customer expects CMR to build the roof for a price that CMR didnt agree to.

CMR incurred costs pursuing this file and performing work on the property. We are only seeking to recover the amounts agreed to by the customer and be made whole.
Customer Answer
Date: 03/03/2023
Complaint: 19413973

I am rejecting this response because:
Their assertions are not true. I was told there was no minimum acceptable amount. I specifically asked about that before I signed. If they had been honest up front and said they wouldn't honor the contract if the settlement was under a certain amount, then I would not have signed the contract. Additionally, they did not perform any work or remediation on the property. They once again are making false claims in an attempt to get money they are not due.

Regards,

*******************************
Business Response
Date: 03/28/2023
The claim this customer has made about being told CMR could build his roof, no matter what settlement he accepted, is simply not true. CMR agrees to do the roof for what insurance pays, but only when CMR approves the settlement value. There are apparent costs for every roof replacement and in this instance the customer unilaterally accepted the settlement value, that did not sufficiently cover these costs, without CMRs agreement. Therefore, the agreement for CMR to do the work for insurance proceeds plus applicable deductible becomes null and void.
Furthermore, CMR has incurred costs over the two years since this customer employed our services. These costs include, but are not limited to, field inspections, estimation and measurement reports,customer follow-up and administration costs.
Customer Answer
Date: 03/28/2023
Complaint: 19413973

I am rejecting this response because:
I'm growing increasingly frustrated with this. *** is lying about what happened. The contract says in plain writing on the first page under special instructions that the roof will be completed for the price approved by the insurance company. It does not mention a minimum. The *** representative directly told me there was no minimum when I asked. If that was not the case, they shouldn't have told me that and shouldn't have put it in the contract. As evidenced by the numerous other complaints, their main goal appears to be to collect money for not doing work. They use not signing the insurance check as leverage to get money, as indicated by the threat from my project manager / sales person. If they knew they were in the right, they would sign the check right away. They can't be paid anything until the check is signed anyhow. I had another *** representative tell me I should just give in because they will continue fighting me. He said collecting these cancellation fees is how they make their money and how they became such a big company. I wouldn't be surprised if they were hit with a class action lawsuit.

Regards,

*******************************
Initial Complaint
Date:02/13/2023
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.
We contracted with CMR roofing prior to hurricane. Our insurance company approved the work needed and checks were sent in September. We gave CMR 25% of the money 2 months ago. After multiple phone calls we finally got the dry in done over a month ago. We are still waiting. Every person we talk to has a different excuse and we feel like they are lying to us. In the meantime the stuff on the roof is leaking and staining our stone patio, sides of house, its a mess. They also told us in January they needed another payment before they could order our shingles. The following day the shingles were delivered to our driveway. Were thinking we may need an attorney.
Business Response
Date: 02/24/2023
We completely sympathize with the customers frustration.This home is located in an area that was hit hard by Hurricane ***, causing incredible back logs for construction permitting and inspections in the area.Currently, we have an inspection scheduled for the dry-in process, however due to the large influx of the necessary inspections scheduled for the ******************, the inspections are 30+ days out. To show the client good faith however,we have delivered the roofing material to this home, outside of alignment of the contractual payment policy, so that we would be able to install the roof as soon as the city inspection is complete. Again, we understand the frustration that this customer has, and are working diligently with the city building departments schedule. Upon inspection, we will be able to continue completing the replacement of this roof. We hope this explains the delays and proves that we are completely invested, even to the point of delivering the expensive materials, to this home. We too anxiously await the inspection so that we can complete this install for our customer.
Customer Answer
Date: 04/06/2023
Complaint: 19389014

I am rejecting this response because:
CMR using the hurricane and permitting delay is not a very good excuse.
We contracted with them in March of last year. We had approval and the insurance money in the bank by the end of August. They were aware and we were told that they had us on schedule for mid to late October to have our roof complete. After the hurricane we contacted them to at least tarp our roof before more damage occurred. That took two weeks. In that time we were assured that we were first in line as we were already on their schedule and supplies had been ordered prior to hurricane.

We were concerned with all of the roof work needed in our area that supplies would be short, workers were in demand and that permitting would be very delayed. Even with all these obstacles we were assured that our roof was a priority because we were supposed to get done prior to hurricane. We gave them money in November. Multiple phone calls occurred over the next two months. We finally were dried in mid-January. Ive already explained all of the untruths through this process. The inspector finally came out March *************************** Our shingles went on today, April 5. My husband had to clean up the drive way this evening because all of the excess supplies and workers garbage was left in our drive way.

The inconvenience alone has been very stressful. According to our paperwork the supplies (shingles, nails) was to be placed in the field next to our house. They delivered all their supplies the beginning of January and placed the in the driveway in front of the garage to the right side. All of my stores inventory is in the garage since the hurricane, which is why we asked specifically that they not place the supplies in the driveway. Ive had to maneuver around the roofing supplies since January!!!

Now we are waiting for the gutters and soffit to get done. We have been requesting information on the company scheduled to place the gutters/soffit since November so we could pick the color and design. We still do not know who is scheduled to install. Nor do we know what they are installing.

So you see, using the hurricane and permitting delay as an excuse does not even begin to provide any comfort or closure to this horrible experience!! Just for information, in a two block radius of our home there have been 12 houses that have had their entire roof redone. Each only taking two weeks from removal to finish. Ours took 3 months just from dry in and we are still not done.

Sincerely,
***** and *******************
Business Response
Date: 04/20/2023
The roof, gutters and soffit are complete. We understand there were multiple delays due to the reasons that were mentioned previously (city permitting and material delays).

We understand there were statements stated by the customer: material delivery, trash and effects of the hurricane. CMR apologizes for the inconvenience of the material in the driveway. CMR requested the materials to be delivered to the empty lot, which is what the customer requested. However, the material supplier didnt feel comfortable placing it in a empty lot, therefore the materials were placed in the customers driveway. The customer mentioned that there was trash that was left in the driveway after the installation of the roof. This is true, however it was left so another representative could pick it up that evening. While we apologize for the inconvenience of the trash, there was intent for the trash to be picked up that evening. Finally, while the customer cannot understand why the hurricane affects us, it is nonetheless a reality. Many of our employees lost all of their belongings, we lost vehicles and equipment, and we have hundreds and hundreds of emergency calls to respond to. We apologize for the delays, but we were victims of the storm as well.
We hope the customer is happy with their beautiful roof.
Customer Answer
Date: 04/20/2023
Complaint: 19389014

I am rejecting this response because:
The roof has not passed final inspection. The gutters and soffit are not done. Weve spoken with the ************* multiple times and still do not even have the name of the company who is going to install the gutters and soffit so we can decide on color.
Regards,

*******************
Business Response
Date: 05/04/2023
The roof is completed. The gutters remain to be installed, however the timeline of the gutter installation is currently being impacted by the customers decision on the soffit, which is not part of the work that was originally contracted with CMR. As of March 22, 2023, CMR provided the information of the company that would be installing the gutters, as the customer was wanting some additional soffit work to be completed simultaneously with the installation of the gutters. It is important to note that the soffit work is not part of the work originally contracted with ************* is our understanding that the customer is in discussions with the company installing the gutters to determine their soffit choices. Upon the customer making a decision about the soffit, the gutters will be installed. Once the gutters and potential soffit work are installed, the project will be complete
Customer Answer
Date: 05/09/2023
Complaint: 19389014

I am rejecting this response because:
The Soffit and Gutters are not done.
Regards,

*******************
Initial Complaint
Date:01/26/2023
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.
October 2021, returned home and found a leak in my home, **ntacted insurance ** and they replied with your roof is old its not our problem. I hired an independent to access the damage and he agreed that is was the insurance **mpany problem. I **ntacted CMR roofing and they **ncurred and we filed a claim and I hired an atty. ******* in August of 2022 a judgement was made in my favor as to the roofmy insurance **mpany FedNat declared bankruptcy and I have to wait for my money. In the meantime my HOA wants the construction Debris removed form my roof. I paid CMR roofing ********* in October for the job to be **mpleted by December 1, 2022. NOTHING since has happened. This process has gone on for 16 months and I paid for said roof and need some help.Thank you
Business Response
Date: 02/01/2023
CMR is so proud that this customer trusted us to assist them with their roof, we truly care about them and this project, and regret the delays experienced to date. As the complaint implies, we started this process well over a year ago, but it was not until early November 2022 that we received the "go ahead" and subsequent deposit instructing us to start the project. Pre Hurricane *** this project would have required no more than a few weeks to a month maximum to complete, as materials were readily available. However, after Hurricane *** every physical component associated with a roof in ** became extremely difficult to obtain as a result of material and labor shortages and shipping issues in this part of the state.

Please know that CMR was, and is, committed to having this customer's roof completed within the next few weeks. We have communications from the supplier explaining that the appropriate materials should be delivered in February, and likely somewhere around mid-month, at which time we (CMR) will make this customer's roof a priority.

We are truly sorry for delays that this customer has experienced as well as any hardships that this may have caused them, and we will do everything within our control to quickly resolve this issue and install this roof as quickly as possible.
Customer Answer
Date: 02/03/2023
Complaint: 18901167

I am rejecting this response because:
The Deposit(?) in question was a payment in lieu of insurance claim which was approved by **************** and then declared bankruptcy. I paid MY money as I was given a promise that the work would be done by mid December at the latest. Here it February and I was given promise after promisr that this would be completed. My HOA is on my back and threated me with fines if I don't get the roof fixed. I believe BECAUSE of the track record of CMR and many promises broken that this is just another ploy on their part.

Regards,

*************************
Business Response
Date: 02/14/2023
CMR is and has continued to do everything within our control to resolve this issue. As stated previously, before Hurricane *** the timing to obtain materials and labor was different than post - hurricane, and CMR continues to work diligently to work within the guardrails that has been presented and communicated the same.

CMR has received notification that the delivery date of the roofing materials is scheduled for on or around February 14, 2023, which aligns with the time period that we have previously stated and communicated with the customer for several weeks. Upon receipt of the materials, CMR will make this customers roof a priority.
Customer Answer
Date: 02/14/2023
Complaint: 18901167

I am rejecting this response because:
After dealing with my ***************** who decided to leave ******* and then declare bankruptcy, I paid CMR out of my pocket $13,125.00 on or about November 04,2022 and since that time i was promised time after time after time after time that all would be done and completed by mid December. Here we are in mid February and still no roof. I was promised again last week and surprise ..............nothing. I was truly hoping that the BBB could help me in this manner.

Regards,

*************************
Business Response
Date: 02/25/2023
As stated previously on February 1, 2023, CMR is and has been committed to completion of this customers roof, and communicated with the customer regarding timelines for material. As communicated in both of our responses (February 1 & February 14, 2023), the materials were delivered to the ******************* on February 14, 2023, and we made this roof a priority by working diligently and quickly to install the roof, which began on February 15, 2023 and was completed on February 20, 2023. We understand the customers frustrations with the delay in the materials, but the delay was out of CMR's hands. However throughout the process we continued to communicate the timing of each step and have met those dates. The roof turned out beautiful and hope the customer is enjoying it as well.

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CMR Construction & Roofing is NOT a BBB Accredited Business.