Information and Alerts

Pattern of Complaints

BBB files indicate that CMR Construction & Roofing has a continued pattern of complaints concerning customer service issues, contract issues and billing/collection issues. Consumers allege that once their roof tiles are removed and prep work is done there is then an extended time period before roof work is completed, if at all. Some of these complainants also state tiles and materials are left cluttering their home place during these extended wait times.

Consumers further allege experiencing limited to no communication from the company citing numerous attempts to communicate with CMR Construction & Roofing, LLC through emails, calls, and texts which go unanswered. Consumers allege once CMR Construction & Roofing, LLC receives their required payments, expected dates of production are not communicated in a clear and timely way. Complainants also allege a request for refunds, billing adjustments, and/or cancellations are either not addressed or denied unless a significant financial penalty is paid. Complainants also allege liens being placed on their home due to CMR Construction & Roofing not paying their creditors.

Alert

In April 2023, BBB began investigating CMR Construction & Roofing of Texas, LLC’s business practices. This investigation was prompted by a large volume of complaints and customer reviews received by BBB. Based on an evaluation of the consumer complaints and customer review data, BBB’s file conditions indicate that this business has a pattern of complaints and customer reviews concerning alleged unreasonable delays in services, customer service issues, and contract issues.  
As of March 2025, BBB conducted a follow-up pattern of complaints investigation and concluded that the pattern previously noted persists.  
The business continues to generate recurring consumer concerns reflecting a pattern of poor service, communication breakdowns, and operational inconsistency. Customer allegations include:

1.Customer Service Issues: Customers allege they experience limited to no communication from the company citing numerous attempts to communicate with CMR Construction & Roofing, LLC through emails, calls, and texts which go unanswered. 
Complaints have alleged rude or harassing treatment from staff.

2.Service Issues: Consumers allege goods or services for which payment has been made have not been delivered after an unreasonable delay.
Customers allege work performed is significantly incomplete or below acceptable industry standards.  For example, once their roof tiles are removed there is an extended period (up to three years) before roof work is completed as contracted, if at all. 
Customers allege CMR fails to provide detailed estimate or breakdown of repair costs when requested.
Customers report an unreasonable delay in providing refunds, billing adjustments, and/or cancellations, these requests are allegedly ignored or denied unless a significant financial penalty is paid. (25% cancellation fee)

3.Contract issues: Complainants allege they were unaware of the 25% cancellation fee, alleging they were not advised of this at the time of signing the contract; furthermore, alleging the contractual clause is in an obscure place in the contract and not clearly stated.
Customers allege the 25% cancelation fee is unreasonable due to the long delay in service and that no date of completion is contractually provided by CMR. 

In April 2023, CMR Construction & Roofing of Texas responded with the following response to the issues identified in BBB’s pattern letter:
We appreciate your email dated April 17, 2023, and the patterns of complaints that the Better Bureau Business (“BBB”) has received over the last 12-month time period. CMR Construction & Roofing (“CMR”) appreciates you bringing this to our attention and the partnership that it reflects between the BBB and CMR. CMR has been working on continuing to refine our processes to support our team and provide quality service to our customers. Below are responses to the concerns that are mentioned in your email:
As you are aware, even prior to Hurricane Ian there was a serious supply chain crisis resulting in material delays/shortages. The turnaround time for material was already delayed by several months. Post- Hurricane Ian, those delays increased tremendously, not only for the weeks the factories were shut down after the hurricane, but then again the amount of orders that were increased.
CMR has currently put into place additional individuals to monitor all of our customer communications to handle the tremendous increase in call volume, and to resolve those issues that are causing frustration with the customers. We have streamlined several of our processes to ensure that our 4555 Radio Rd, Naples, FL 34104 Office: 855-766-3267 I Fax: 855-376-6326 License #CCC1327587 teams have more direct communication with our production department to help mitigate any confusion with projects and timelines
As with any contract, there is a cancellation policy. The cancellation policy is on the back of the contract with “CANCELLATION” bolded, which we hope and encourage everyone to read the contract. While it is our process to communicate at a high-level that there is a cancellation policy to our customers, there are times where that may not happen or it may not be remembered that it happened. CMR only enforces the cancellation policy when it has incurred expenses on behalf of the customer, materials have been ordered, and/or work has begun. The vast majority (if not all) of the cancellation requests are tendered after CMR has performed significant work on the customer’s file. Therefore, CMR contends that it is entitled to compensation for the time/expense incurred. That said, CMR is always willing to let a customer cancel, as long as it is cancelled in accordance with the cancellation policy.

As a result of the March 2025 Investigation findings, BBB submitted a written request to the company seeking additional information, including how they intend to address the continuing pattern identified within consumer complaints and customer review data. BBB will update this profile with any additional information, including business responses, when available.