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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Submit a Complaint

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:03/25/2024
Type:Service or Repair 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.
April 20 21Met CMR ************************* to start processApril 26 21 Signed docs with ********* to start roof claimApril 29 21Marte ********** group conversationMay 3 21 ******************* intro as attorney relations from CMRMay 19 21Law send insurance demand letterJun 1 21 ************************* CMR new contactMay 11 22New contact for CMRMay 25 22Settlement reached with insuranceJune 1 22 Email with **** to determine colorJun 6 22 Check released for ***** in ******'s name and CMR's nameJune 15 22Check sent to CMR and ***** returned by CMR to ****** June 15 22Documents to fill out HOAAug 18 22All docs submitted to HOANov 22 - Feb 23HOA approval processMar 1 23Permit application signed and sent to CMRMar 30 23Needed to pick new color as previous no longer optionApr 20 23New contact assigned *********** 21 23 Waiting for update Permit completeJuly 19 23Permit dropped off at homeSep 8 23CMR states waiting on productionSep 25 23Arienne states 5-8 month lead time been 5 months since order placed should be around Dec 23Oct 17 23Cody reaches out again for color changeDec 8 23CMR sends doc for color change brought up 2 months beforeDec 12 23Update again waiting on productionDec 31 23Angela new contact Jan 26 24Spoke to **** who mentioned should know timeline by next weekJan 31 24Contact **** to get updateFeb 7 24Update with nothing newFeb 23 24Contact again and nothing newFeb 29 24 Request cancellation and refundMar 4 24Send request again and now **** is out of office
Business Response
Date: 03/27/2024
CMR spoke with the client today. We apologize for the delays. We have moved around the schedule and have them in the queue for 2-3 weeks for the tearoff and dry in. Again we apologize for any inconvenience.
Customer Answer
Date: 03/27/2024
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. If CMR fails to comply with the timeline mentioned in their response, I will re-open my complaint.

Regards,

*****************************
Initial Complaint
Date:03/25/2024
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 had my roof replaced by CMR in 2022. The whole process was terrible and communication was terrible. Since they replaced the roof I have had 3 roof leaks. Each time it has taken an unreasonable amount of time for them to respond and fix the issue. The roof leaked for the 3rd time last night in the same place that was already supposed to be repaired by CMR. I need my ceiling, wall, and roof repaired once again.
Business Response
Date: 03/25/2024
CMR has not received any leak calls from this client since the warranty repair was done 2 years ago. Since then the roof has gone through a Cat 5 hurricane and is since out of warranty. CMR is willing to come investigate the issue but we dont feel this warrants a complaint because we have not been informed there was a leak until the BBB complaint.
Initial Complaint
Date:03/20/2024
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.
I was solicited by CMR Construction and our neighborhood has a non-solicitation policy. They wanted to inspect my roof and then later said if I signed up they could help put me *************** and get it repaired. THEY NEVER at any time gave me a quotation. During negotiation between my lawyer and the ***************** I needed that information. Finally we agreed to a settlement because we didn't want to wait for a lawsuit because Farmers was leaving Fl and our roof would not pass inspection to get insurance. After CMR found out we settled for $42,000 they wanted to cancel or we had to pay them $80,000! I soon found out I could get a better deal with a better roofer for $61,500. They charged me $10,000 to get out of their elusive contact. (after they tried to charge me $13,000) They even tried to charge me 25% of the deductible and that's just plain wrong and maybe illegal). Because of their deception I want my $10,000 back. My roof is now complete thanks to Castilla Roofing...
Business Response
Date: 03/20/2024
The customer signed a mutual release and agreed to the amount and agreed not to file a complaint. See attached. This should be completely removed from the BBB.
Customer Answer
Date: 03/20/2024
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. Just a communication problem I guess...

Regards,

*******************
Initial Complaint
Date:03/19/2024
Type:Order 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.
Paid a deposit 2/2023 for material ordering for my roof and my roof is yet to be started. It has been over a year. Signed the contract 11/2022. Now it seems like everyone is avoiding my calls (**** and *************************), and I have no faith that it will ever get done. I would like to have my deposit back since the last I spoke to anyone, they had not even ordered my materials. The point of replacing my roof is to not have any further problems in my home and we are over a year in and they can't even get the permit together. **** was my salesperson and he is no longer with the company. Feels like I am being scammed and I would like either the project to get started in a timely fashion or my money back so that I may go with another company.
Business Response
Date: 03/19/2024
CMR has been in contact with the client and the issue is that we are battling with the county to get the permit approved. We have been going back and forth for months. As soon as we have the permit released from the county, we will be starting.
Customer Answer
Date: 03/19/2024
Complaint: 21454145

I am rejecting this response because the permit was not my issue. The issue is te ordering of my materials for the roof. It has not been done and I paid over a year ago.

Regards,

*************************
Business Response
Date: 03/19/2024
All of the materials are ordered. The issue is we cannot start until we have the permit. Of which the approval of the permit is out of CMRs control.
Customer Answer
Date: 03/19/2024
Complaint: 21454145

I am rejecting this response because I was told the permit has been approved. That is as of today. So where are the supplies? And show proof that MY supplies were ordered. Im not believing that they were ever ordered because *** been told that many times its an issue with production.

Regards,

*************************
Business Response
Date: 03/19/2024
As of today, 3/19/2024, the permit has not been approved. It is public record that can be searched.
Customer Answer
Date: 03/20/2024
Complaint: 21454145

I am rejecting this response because: I was told by ***** that it was. I have it in email from yesterday. Im am fully aware of it being public record as I have called several times to check on the status of it in the past. Maybe you should communicate with your team to be on the same page and not give out false information. Back to my main point, where is the proof that my materials have been ordered?

Regards,

*************************
Business Response
Date: 03/20/2024
As of today 3/20/2024, CMR cancelled the revision to the permit and reinstated the original permit. The customer is currently number 4 in the queue for removal. Looks like we should be there in about 3-4 weeks to remove the roof and prep it for the install.
Customer Answer
Date: 05/14/2024
Complaint: 21454145

I am rejecting this response because: this was the same information you provided March 2024. We are now in May 2024 and still nothing. Not to mention, no one is taking my calls, responding to my texts or emails.

Regards,

*************************
Business Response
Date: 05/20/2024
CMR has been in contact with the Homeowner and they are on the schedule for this week. Homeowner is having the gutters removed this week so we can start. Sorry for the delay.
Initial Complaint
Date:03/18/2024
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 am the owner of a property in ************, ** (*************************************************************) and I hired CMR Construction and Roofing to replace my roof in December of 2022. The roof was damaged due to Hurricane ***. Ultimately, the roof was not replaced until October 2023 however they did not thoroughly complete the job. Initially, the *** representative was responsive and would ask whether I saw any other damage such as ceiling leaks given the delay in the repair. There were no signs of leaking in the home until July 2023 and even after being notified about the issue they made not attempts to fix the issue. Instead, after repairing the roof they threaten me with legal action when I advised I would check the work out in the next week. They knew I did not live in ************ full time. So instead of giving me an opportunity to review their work, they threatened me to issue payment. I've attached supporting documentation along with a written statement about my ordeal. At this point, I have another contactor who is willing do finish the work but *** will not respond to my requests to send a written release to my insurer so they can work with another company.
Business Response
Date: 03/18/2024
CMR is highly confused by this complaint. The work that CMR was contracted to do was all completed and the work has been paid in full. We were not contracted for anything outside the roof. The customer was paid for soffit and fascia repairs. I just spoke to the client and she was not aware that those repairs were her responsibility. The interior damages were also before we completed any work. I explained all of this to the client and gave her the contact information for a reputable ****** and soffit company. She is going to reach out to them. All of the work CMR was contract for was completed and paid in full. The client still has the deductible in the amount of $7270 to complete the soffit, fascia and interior repairs. Based on the photos she should easily be able to handle that. We request this complaint be removed entirely as it is not really directed at CMR rather just confusion on the client's part.
Initial Complaint
Date:02/28/2024
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.
01/28/22 (on or about) our home suffered roof damage;10/22 selected CMR Construction & Roofing [LIC. CCC1327587] to replace our roof;10/10/22 advised CMR of our roof tile selection: ******************* C/T Slate 900 1FMCS0084;11/09/22 agreed to AOB for $96,064.39 "Estimate" to be paid to CMR in four (4) installments;12/2022 (in or about) CMR withdrew $24,016.10 to order the selected roof tiles.WE HAVE NOT HEARD FROM CMR SINCE DECEMBER 2022 AS TO WHEN THE WORK WILL BEGIN! In response to emails and phone calls to CMR since early 2023, inquiring as to the "status" of our project, we have been getting told that the roof tiles we selected had not been "released" by the manufacturer. This has been going on for TWO (2) FULL YEARS.2/07/2024 After a few efforts to get the tile manufacturer to speak, reluctantly and because he felt sorry for us, we were told by the "Territory Manager for Westlake Royal Roofing Solutions" (our roof tiles' manufacturer) -- ************** -- that the order for our roof tiles was filled in 2023 and that the tiles "have been in our warehouse." By inference, our tiles have been ready for installation since June or July, 2023.Phone messages left on CMR's opaque answering system, as with emails to CMR (progressively more urgent) are now answered by a person named "*************************" (the most current contact person for us, after 6 or 7 of her predecessors "no longer work for CMR"), who advises she has "relayed all of [my] messages and have asked upper management to respond."Another call this morning, in advance of this complaint, remains unanswered.
Business Response
Date: 02/28/2024
CMR spoke with the client today and went over all of the issues stated here within. While there was an extended lead time with the ************* and some issues with the handling supplier, that tile has now become discontinued. The customer has been sent a similar color and style tile to replace the original order which they are going to review for approval. If that tile is approved as a suitable replacement, the tearoff will commence in 4-5 weeks weather permitting and the tile can be procured in 8-12 weeks. While we realize this is not the ideal situation and apologize for the delays, we feel this is the most efficient and productive way we can move forward. We will work diligently to regain the confidence in the customer with this proposed timeline of the project. We look forward working with the client in a positive way.

Customer Answer
Date: 02/29/2024
Complaint: 21359667

I am rejecting this response because:
As I advised CMRs new Director of Operations when he called me (after 2+ years of CMR ghosting us, but right after receipt of my complaint): until we see work starting here, we have no trust in CMR; and, I advised CMRs ********************** precisely how CMR might regain our trust. And its not with promises.
Regards,

**************************, Esq.

Business Response
Date: 02/29/2024
CMR understands the clients concerns. We have a proposed plan in plan and are determined to adhere to that. We have already sent over all of the promised items to implement the proposed plan. That was done within a couple of hours of the conversation yesterday. New samples should be there next week.
Customer Answer
Date: 02/29/2024
Complaint: 21359667

I am rejecting this response because: The "sample" tile(s) subject of CMR's proposed replacement "plan" are not the style we chose and PAID for in December 2022.
As we must now, due entirely to CMR's dilatory conduct, we will consider a replacement roof tile that *** be of a slightly different color -- albeit, we had the house painted 2 years ago and selected the Paradise Island Tan Flat C/T specifically to go best with our home's color! (I can send the photos of our 2022 array of the samples against our newly painted home) -- but we're not going to accept an entirely different "style" roof tile.
If CMR honestly intends to complete this project, for which in excess of $96,000.00 was deposited into a non-interest bearing account (2 years ago), and in excess of $23,000 was withdrawn by CMR immediately to purchase the roof tiles we selected, they will send us samples for replacement that are the same flat style we selected.
I have communicated earlier today with CMR's *******************, regarding our rejection of his proposed replacement roof tile. It is a "shake" style roof tile we don't like and specifically chose not to use; which is why the five (5) roof tile samples we took home in October ********************************** *******, *******, all were simple, flat concrete tiles. Until we see progress consistent with a commitment to do the work we contracted with CMR to do, and to do it with materials as reasonably close to what CMR originally contracted with us to do, this complaint will remain unresolved.

Regards,

***********************
Business Response
Date: 02/29/2024
CMR still has committed to the timeline proposed. The tearoff and dry in is scheduled for 5 weeks from now. That is the first action step as far as production. We will work with the client to get a suitable tile since the original selection is now discontinued. We apologize for the circumstances of the ordering of the tile. However, we cannot change what has occurred and can only improve and handle it in a positive way moving forward.
Customer Answer
Date: 02/29/2024
Complaint: 21359667

I am rejecting this response because: We're not accepting "promises" from CMR anymore. After waiting patiently for more than a full year, we were advised (by ******************? or ****************?) that the work would commence December 2023. It didn't happen, no one from CMR contacted us to explain what was going on, and our repeatedly regular requests for the status of our "contract" with CMR never were answered; until I filed this complaint.
PLEASE DO NOT CLOSE OUT THIS COMPLAINT until CMR honors our 2022 "Agreement" and materials we already paid for are delivered.
Thank you for your intervention.

**************************
Initial Complaint
Date:02/23/2024
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.
Insurance settlement check was sent to CMR construction. I have had no response to my inquiries about when my tile roof will be replaced. What can I do if CMR is out of business.
Business Response
Date: 02/27/2024
CMR is alive and well. The customer's tile has just become available. We have it on the schedule to get started in the next 2-3 weeks. We apologize for the delay and understand the frustration. As with many customers in *******, the wait for the tile can be frustrating to say the least. Now that the tile is ready, it should go quickly from here. We thank the customer for their patience during this project.
Initial Complaint
Date:02/23/2024
Type:Order 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.
After the hurricane ********** solicited people in the area to fix their roofs. This has been almost 2 years ago. The roof has never been repaired. Had attorneys involved. CMR refused to sign a release letter so I can receive my checks from the insurance company at this point CMR has not done anything to repair the roof ********************* will not release my checks until Cmr signs are released form. Cmr also has stopped paying people after theyve gotten their checks they dont do the job, so Im just trying to get my money out of the insurance company to get ******* repaired.
Business Response
Date: 02/27/2024
The customer received the insurance approval in August of 2023. The customer also has a concrete tile roof. The insurance company approved to replace "like for like" on the roof. We sent the customer a catalog for the available concrete tile. The customer then informed CMR that he would like to upgrade to Brava composite **************** is an upgrade from his current material on the home. When we provided the cost to the client, they accused CMR of ********* the contract and talked about cancelling. We then came to the agreement for concrete tile and proceeded to get all of the necessary documents needed to start. For almost 3 months we reached out to the client leaving voicemails, emails, and texts. After 3 months of no response we received a cancellation letter from the client. We would love to fulfill the contract for the original agreed terms and if the customer wants the upgrade, we would like to provide that to them at the specified upgrade cost. In the event the customer wants to cancel their contract with CMR, we would expect the cancellation fee be fulfilled.
Customer Answer
Date: 02/28/2024
Complaint: 21336136

I am rejecting this response because:
First of all CMR is lying about trying to contact me. Theyve made a few phone calls and thats about as far as I forgot when they did make the phone calls I initially asked them for samples. They never sent samples of the roof that they were talking about so at that point I had no idea what they were going to give me. I asked them on several occasions for samples, and they never sent them after year of not hearing from CMR to get my roof repaired. I proceeded with my attorney or a settlement which insurance company they had sent checks out. I told the attorney to hold the checks through the fact that *** had not responded back to me as far as samples the type of work they were going to do , no response whatsoever I have documentation stating the times that I have sent or contacted CMR about samples go back to the Cmr had many opportunities to rectify this. They had no contact with me and they couldnt supply samples and no one could give me any answers and I sent them a cancellation letter for Breacher contract , its been almost 2 years since the first initial contract was drawn up. It should not take two years to have this job repaired.
Regards,

*************************
Business Response
Date: 02/28/2024
The communication with the client is documented in our CRM. We have numerous email, calls and texts for over 3 months with no response. A couple of the emails that went out were brochures to the client requesting which tiles the client wanted samples of. There was no response. Again, the client then asked for an upgrade that we informed him would be an upgrade. Regardless of the prior disagreement on communication the fact of the matter is we are ready, willing and able to start and complete the project whichever way the client would like to go but we need direction on the client which option he would like to go with:
1. Build the roof for the insurance proceeds including deductible with a like, kind and quality concrete tile.
2. Build the roof with the Upgraded ********** for the above price plus the upgrade fee for Brava.
3. Customer cancels the agreement with us for the applicable cancellation fee.
Ultimately, we feel that this is not really a matter necessary for the BBB because it boils down to a pricing disagreement more than anything. We feel that the overall complaint is handled and at this point it is a matter of trying to come to an amicable agreement moving forward.
Customer Answer
Date: 02/28/2024
Complaint: 21336136

I am rejecting this response because: again, to reiterate Cmr does not have all the facts I did respond I was not told of what Roofing materials they were going to use just the name of a company They never produced the materials nor did they send the samples due to the representatives, so CMR continues this pursuit and I have no alternative but to see them in court and thats the direction we will go because I have all the proof, the phone calls and emails stating that they couldnt send me the samples. Nor tell me what type of roofing product they were using nor what type of procedure in replacing the roof. And via ******* state law no contractors can solicit owners after a disaster but CMR were walking up and down the streets with contracts in hand promising the can get you roof replacement right of way. Ive exhausted every avenue to have a release letter executed so I can receive my checks from the insurance company which at this point the checks have went past *********************************************************************************************************************************** court

Regards,

*************************
Initial Complaint
Date:02/22/2024
Type:Order 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 will not pay supply bill of $14,672.00 to srs distributions, so therefore they put a lien on **************** and are going to file foreclosure procedures. Mind you she's 90 years old and lives in a house thats paid for. You cant get any answers from cmr. The people that have helped us at least get the roof finished have been fired. Just want the d*** bill paid and the lien removed
Business Response
Date: 02/26/2024
CMR completely understands the frustration with the lien. Unfortunately, due to there being an open balance from the Client to CMR, the lien was placed. We have reached out to the client with a viable solution to clear the lien. We hope to resolve this matter quickly, but ultimately until the final balance is paid, the lien will remain in place.
Initial Complaint
Date:02/19/2024
Type:Service or Repair 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.
We signed a contract October 8, 2022 for a roof replacement caused by hurricane ***. It is going on 18 months and our roof is not completed. We have made over 50+ calls, emails, texts to representatives of CMR Roofing and Construction. There are no definitive dates for completion stated in the contract. They removed the old roof and never installed the new one. The temperatures in our house are very hot in the summer and very cold in the winter due to our roof having no tiles. We want a completion date to finish the roof by end of March 2024 or a release without penalty from the contract to complete our roof before leakage and further damage to our home occurs.
Business Response
Date: 02/26/2024
CMR has spoken with the client and have put together a schedule for install. There is no further issues other than items that will be completed during the install.
Customer Answer
Date: 02/27/2024
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,

*************************************

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CMR Construction & Roofing is NOT a BBB Accredited Business.