Complaints

• Initial Complaint

  11/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Vendor requested an initial deposit to do work on my home. Funds provided to the vendor were from an insurance claim from State Farm Insurance. The vendor has not done any work or provided the scope of work update and payment terms upon completion of the work. Vendor has not returned any calls or emails and has had the deposit money from me for almost 12 months.

  

  Business response

  11/20/2024

  CMS Roofing and Restoration did receive funding for this project and pulled a permit to do the initial scope of work from the insurance company. The initial 6-7 month delay was because of Statefarm avoiding the claim, CMS was in continuous communication with Mr. ****. We spoke to Mr. **** multiple times, in the past 12 months and have logs to prove that accordingly, see attached log which reflects only a few of the call logs. 
  

  The City of Cleveland took almost 4-5 months to issue Mr ****** permit due to him being located within the historic district. Once we were finally able to get the permit issued with multiple calls and conversations with the building department, Mr ****, stated he wanted his full roof & siding approved through insurance not just the partial repair which were ready to perform the work for. with the permit that was finally issued. CMS went back to Statefarm multiple times to try to work with them to get Mr. **** what he had requested. After almost 2 months of negotiations CMS was successful in getting the siding repair approved for a full siding replacement. Statefarm said they will not approve roof and will only pay for the repair, they feel the shingles match in color according to the ITEL recommended match. Three weeks ago we informed Mr. **** that Statefarm was sticking to their ground with their decision and had advised him that he would need to get involved to move this along further. We have attempted to reach out to Mr. **** and are being sent to voicemail. We are more than happy to proceed with his project the way it stands with what Statefarm has approved but Mr. **** has stated multiple times he wants more approved yet we are not the final decision, Statefarm is. We are more than willing and able to schedule this project immediately as it has been approved through insurance.
  

  In regards to a refund, CMS has not been neglectful in communicating with Mr. **** or with Statefarm. If it is Mr. ****’s decision to cancel the contract after we have gotten his siding fully approved, it is his right. Our contract reads he will then owe 15% of the agreed upon scope. Please see the attached contract. Please have Mr. **** contact our office at ************ so we may proceed accordingly.  See Line 12 of the Contract.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A tree fell on our home in June 2022 during the derecho storm. State Farm was insurance and instructed us to call CMS Roofing and Restoration. At first, everything went well. We had them come out for an estimate and inspection. The sent us a bill which we paid for the estimated charges. After a month a so, our contact was no longer with the company. We switched to another project manager, which also left the company several months later. We went through this 4 times and delayed the work done on our home. Fast forward to March there was a small repair made. However, it was a repair that was not within the scoop of the work that insurance provided for us. Therefore, we found ourselves delayed another month. The contractor who approved the work was let go from the company. I called and spoke with the owner and asked for a refund so we could move on with a different company on the roof. She agreed and apologized and mentioned she would put my refund in the mail at the end of the week. This was in the beginning of April 2024. I have still not received the refund as of May 31, 2024. I have called many times on my personal device and I believe my phone is now flagged. I called on my work device and they did pick up the phone, and told me to hold then hung up on me. At this point, I have 22 days to complete my repairing my roof before my claim expires.

  

  Business response

  06/12/2024

  Thank you for your patience as we reviewed your concerns. We have received your calls and did let you know we had to review the file in order to properly address this issue. CMS made several requests to ********* to clarify where in the estimate it states to replace the front elevation shingles that were damaged. Please see the attached picture as to the damage they are stating is "no damage". We see a section on the scope that replaced 20 shingles but it is not designated as which slope that is. The back slope of 10.82SQ was replaced due to storm damage as well  but the 20 shingle replacement was and should've been corrected as the front elevation.  After our research we have found that the repair made to your home was on the specific areas of damages presented to ********* where shingles had been blown off from the storm on the front elevation. ********* made a mistake on the estimate. At this time, we are more than willing to issue you a credit for what our company has received lesser the 20 shingles that were replaced. We did communicate this with you as well as we had instructed you to file a claim with the ******* Department of Insurance, as they have not responded to any of our communications regarding. We have multiple screenshots regarding the unanswered messages. At this time we would advise you to contact ********* to address the issue of them correcting the elevation for the 20 shingle repair to be the north slope. This was the area in need of repair due to obvious storm damage caused by the wind of that storm date. Please see attached email to ********* asking them to clarify the estimate with the front slope repair to be input for the shingle repair to correct the matter. Please call our office at ************* for further assistance and updates for your credit to be issued. 

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In March 2023 I had my roof inspected by CMS roof and restoration for missing shingles and possible replacement of roof whereby it was discovered I had wind damage. On approximately April/May I contracted with CMS roof and restoration to replace by existing shingle roof with a metal roof. The roof was replaced in August 2023. After the roof was replaced, I discovered on inspection of the roof that the roofers erroneously drilled holes in some of the metal sheets of the roof and several pieces of ridge vent and then filled the holes with caulk, CMS roofing also painted my furnace stack causing problems inflow venting to my furnace resulting in my furnace problems (this was the reason I was on the roof). Since the caulk will eventually fail and will result in premature failure of the roof. I contacted the project manager/sales rep from CMS roofing and restoration in December 2023 and he was supposed to come out and evaluate the roof. Which never occurred. I then communicated again in February 2024 and several times in March 2024 for remediation of this issue with the project manager/sales rep. His response was that he was working with his manager and crew leader to get them out to my home to examine the roof. On April 5, 2024, I contacted the project manager/sales rep and he informed me he no longer is employed by CMS roofing and restoration. I have made many calls since and have yet to receive a call back from this company or proper repair of my roof.

  

  Business response

  06/12/2024

  Thank you for your inquiry and we would like to schedule a time to address this concern. Our office will be in touch this week to schedule a time to inspect the roofing areas in question and schedule any repairs that are deemed necessary. Please feel free to call our office at ************* with any questions. We will be in touch by the end of this week to come out and inspect. 

  Customer response

  06/12/2024

  As I have asked in the past ,I need to be present during the inspection of the roof considering this company allowed obvious faulty workmanship in the past. My phone number is ************. 

  Customer response

  07/01/2024

  [[BBB transcription via phone call]]

   

  Consumer has stated they have called and left messages multiple times. The business has yet to schedule or come out. 

  

  Business response

  07/18/2024

  We completely understand and respect that you need to be at your residence during the time of inspection and repairs, we prefer that as well. Please call our office at ************ so we may schedule a time that works with your schedule and one of our managers on the team. We hope to remedy this issues as soon as possible. 

  Customer response

  07/24/2024

  I left a voicemail with CMS roofing as I have had in the past would like this complaint to stay open until I have some response. Thanks

   

   

  Customer response

  07/24/2024

   I am rejecting this response because: *********** has my name, address and phone number since they worked on my house. I have left many messages with my name and phone number. They could easily call me. I again have left messages on their voicemail with my name again and phone number. 
  
  
  

  Customer response

  07/26/2024

  I did call this business 1 minute after I received their response from the BBB. I left a voicemail like I have in the past with my phone number. Again they have not contacted me. It is frustrating when a company has your information from installing a roof, and the customer has called them multiple times, leaving a phone number, address and a detailed message, without them responding. Then they ask the BBB for me to call the company to talk to a project manager, which I have and again I leave a detailed voicemail and still no call back. One big circle of nonsense.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  CMS roofing and Restoration alleged my insurance company, ***** ****, reached out to them about Wind and Storm damage done to my roof in June 2022. Throughout the entire process (which began in late fall of 2022) I was lied to and misled by the company, and the project manager ***** ******. The first, and only, estimate given was below the checks worth ***** **** issued. I was told by ***** ****** and a Claims Agent I would have money leftover belonging to me. They did a botched job on the roof, which I have proof of though it is not letting me attach the videos and pictures, that they refused to fix. In addition to never turning in an updated or second estimate to myself or ***** ****’s claim department, they tacked on an extra $300 plus dollars for unforeseen gutter extensions. I spoke with a ***** **** Claims representative today which stated I am not responsible for the added costs, and they never received the claim for additional funds. I do not believe I owe them out of the final check from ***** **** as well, since no notice was given to me or ***** **** for the increase in the first estimate.

  

  Business response

  11/20/2023

  [BBB transcription via email]

   

  CMS invoiced ***** **** for additional chimney flashing in the amount of $398.21 which they approved. The money being invoiced and owed is from the insurance scope in which the client paid lesser the amount of $934.74.  ********* communicated she could only pay us $10,000 for the final payment, she claimed this was all she had and could not pay us because she had to pay for tires. This is considered insurance fraud, taking insurance money to pay for something other than what the insurance agreed to pay for. CMS did inform her it was unacceptable and that we would move forward with legal proceedings to collect. We are not charging the client for anything outside of what the insurance company covered.
  
  I am attaching the insurance scope correlating with the final balance which is significantly past due. In addition to the scope , we have attached the gutter work which was completed along with the repair service that is being claimed wasn't completed. This service took place on 2/16/23. We understand that the client is unhappy that we are pursuing the funds that are owed. This is the third time the client has attempted to arrange for a payment plan that CMS denied. Making false complaints out of anger will not stop us from pursuing the debt owed. 
  
  CMS believes there is some confusion in regards to what is owed and what services were rendered/completed.
  
  We advise the client to continue to communicate with the legal counsel of CMS prior to suit being filed.
  
  Respectfully, 
  
  The CMS Team

  Customer response

  11/20/2023

   I am rejecting this response because:
  
  I never received any further check from ***** **** totaling 398.21. This complaint was not filed out of anger; it is completely factual on my part and based on my experience. According to my calculations, I would only owe 536.50 to CMS from the insurance claim check. The added 398.21 is not my responsibility according to ***** ****. If CMS would send me an itemized invoice, I would gladly turn the gutter extension part into ***** **** to make sure they send a check totalling 398.21 for the gutters. With all due respect, the estimate given was under the amount ***** **** was giving, which is what I went by. It was not intentional insurance fraud, despite what CMS is claiming. I will gladly work on payments for the $536.50 I owe from the original claim, but not the gutters, as an agent informed me last Thursday they were not my responsibility to pay.

  Customer response

  11/21/2023

   I am rejecting this response because:
  I spoke with a ***** **** Claims representative today, and they are re-opening the claim and doing their own investigation into it. The last invoice the claims department received was on December 22,2022, not January 19, 2023 as dated on the most recent invoice CMS submitted to BBB. A representative from ***** **** will be reaching out directly to CMS to gather more information and resolve this issue the way they see fit.

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  CMS was brought in by our insurance company's loss-mitigation service to provide emergency tarping and tree removal when a tree fell on our house in July. Following their performance of that work, we hired them to complete the exterior and interior repairs, for which they were paid the entirety of our insurance settlement. Since then, their communication has been entirely absent or severely lacking. They repaired the roof and rafters and time will tell whether that was done well. At that time, *****, the sales manager, told us that a soffit wouldn't be left hanging open 'forever' before the gutter would be installed, as we were worried that it was exposed to the elements and potentially wildlife. *****, **** and the home office then completely ignored multiple requests for a timeline for 4 weeks only to then give us a mere 55 minutes' notice of the gutter company's arrival. They then did a sloppy, wholly unacceptable job, also leaving behind the old gutter. I complained to *****, who sent them back out. They did slightly better work and sneakily left without my final approval, still leaving the old gutter behind. Since then, we have grown tired of CMS' poor communication and have no choice but to have another company complete the repairs, as it's been 4 months of frustration and mistreatment. They invoiced the insurance company for the final repair cost of the roof and gutters. The insurance has issued payment in the amount of $4571.27. As CMS will not be completing the interior work, I've deducted $2469.23 from that amount, which is what they were paid for the interior work. We thus owe them $2102.04, which we will pay when they remove the old gutter. I contacted *****, one of the owners, and have heard nothing from him in two weeks. All we want is to be done with CMS and carry on with the task of having the work completed by a company that is actually responsive and professional.

  

  Business response

  11/27/2023

  Unfortunately there was some confusion in regards to the insurance proceeds released, **. ***** and our Supplement Manager discussed thoroughly on 11/20/2023 and came to an understanding of what was owed versus what was completed. The client released their final balance owed on Monday 11/20/2023. This file is now considered complete, please close complaint. 

   

  Customer response

  11/28/2023

  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.

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Last summer, July, 2023, a tree was blown over in a storm, and it damaged my roof and gutter. State Farm, my insurer sent over CMS roofing, a man named *****, to estimate repair cost, which they did at $1505 or so. ***** said that CMS could do the work, and sent over some paper work for me to sign. I signed the documents and ***** came by and insisted I pay up front. He **** me think the work would be done imminently, and so I gave him the check from the insurance company, which was for $1005 or so. This was in September. Since then I called CMS twice, the first time ***** called back and said the work would be done the following week. But it wasn't. I called back today and no one at CMS is answering the phone. I want my money back so I can hire a reputable roofer who will prioritize a small job like this.

  

  Business response

  11/09/2023

  I am not certain as to when ********************* wrote this message but we have spoken and insured her that her repair will be tentatively starting tomorrow. The representative, *******************, has also spoken to ********************* to inform her of this update. 

  Customer response

  11/10/2023

   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.

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Damage was done to the house during a storm on Mar 25th 2023. ***** **** assigned the claim to ******* ****** *********, who in turned assigned it to CMS Roofing and restoration. To date only partial repairs have been completed. CMS has been paid in full since July 10. I have made and documented many phone calls and have been given countless reassurances up to and including Friday 9/15/23. Many times my calls have not been returned. Commitments have been made but not followed through on. The house was damaged almost 6 mths ago, (The claim was filed with the insurance company within days of the occurrence.) CMS has been PIF more than 2 months and yet the repairs have not been completed.

  Customer response

  09/23/2023

  Attached is the contract with CMS. Hopefully you also received the ***** **** claim form describing the work. Please advise. Thank you.

   

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

  Customer response

  10/02/2023

  Complaint ID ********

  The repairs were completed on Saturday, Sept. 30, 2023. Thank you.

   

   

  ****** ******* 

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had our siding replaced a year ago and it is still under warranty. We recently had a piece of siding tear off and called CMS to have it repaired. We called the company to fix it. While we waited for a response, we had a rare storm that blew in from the south (as opposed to from the west) and water began to leak in from above the two windows in our living room, both on the left-hand side of the window. ***** came by and fixed the piece and we shared that water was coming in from above the two living room windows in the exact same piece, so we suspected it was improperly installed siding causing the leaks (and because two windows rarely fail at the same time in the exact same place). He did a brief visual inspection and said there was no way to tell if it was the siding or the windows. Since then, the same piece of siding has come loose, and another storm has moved in from the south and the leaking has occurred in the exact same place. While we do plan on replacing our windows, if it is a defect in the siding installation around the windows the problem will continue. We would greatly appreciate CMS responding to our calls (over 10 by now over a month's time), coming out to fix the continued problem with our siding and getting a ladder and inspecting the siding around the two windows.

  

  Business response

  05/12/2023

  [BBB Transcription via Email]

   We have performed an inspection on the following property *** ***** *** **** ******* ** ***** on the following issues, one being front lower windows water leak and one panel of vinyl siding that was damaged. 
  
  Upon inspection of the vinyl siding, the piece that was damaged was cut too short and was not fitting into the J channel. The vinyl siding was replaced with a new piece and measured correctly across it properly a channel see image of one panel that was changed.
  
  Upon inspection of the two lower windows, the client states water is coming in from the windows only when they have heavy rainfall. We revised both windows. The seal around the outside of the window and the metal flashing above the window found no access points for water to penetrate the window frame. I did inspect both windows and the seal around the glass is compromised. Found a foreign object (screw) within the seal of the left window. Please see the following images. We removed the shutter and panels to see if the decking was wet and it was not. We also verified that it was sealed properly and it is. 
  
  In conclusion the flashing above each window and seal around each window when Siding was installed has not been compromised and is not the cause of water coming in through the windows. Client has stated that he is aware that he needs new windows throughout the whole home. Do you have any further questions? Please feel free to reach out.

  Customer response

  05/13/2023

  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.

• Initial Complaint

  04/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My home had windstorm damage to the siding On February 2, 2023 I signed an agreement for CMS to represent me to my insurance company with the hope of getting a full siding replacement. I paid them $1800 at that time Since then I've only heard from them when I've called them and then I get nothing but excuses about the status of the claim or getting things moving I went back on a verbal agreement with another contractor for just repairs because of the great sales job by CMS unfortunately their follow through has been nothing literally

  

  Business response

  04/17/2023

  At this time, we have communicated with ****** **** that we will be returning his funds due to his dissatisfaction. Unfortunately, we are no more than an advocating services and we have no control in regards to the final decision any insurance company decides to make. In this situation, his insurance company did not provide a full replacement and his contract is now null and void (As reads in his contingency agreement attached). 

  Customer response

  04/17/2023

   Fast talking 

  No communication 

  Con
  

  
  

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had our roof replaced last year. The company did a great job, and we are very satisfied with the roof. The issue is our gutters were beat up by the roofers and haven’t drained properly since. The roofing company told us the gutters would probably get beat up and our homeowners insurance would probably cover it We began looking to replace the gutters and when we talked to the company I told him what the roofing company said and he told me it’s ridiculous that they except me and my insurance to be responsible for fixing the damage they caused. He said they carry insurance to cover things like that and I should not have to pay a deductible and have my rates go up for filing a claim to repair damage they did while replacing my roof. I have reached out to the company twice through their website, so everything is in writing, but haven’t heard anything back. It has been at least three weeks since my first attempt to contact them, but they have not responded. I’m including pictures of our house with the old roof and pictures of the new roof and damaged gutters. One of the damaged gutters is on my garage which we did not replace the roof on. I am including a screen shot of my second attempt to contact the roofing company, as well as the quote the gutter company gave us showing the cost to replace the damaged gutters.

  

  Business response

  03/21/2023

  After receiving the complaint in regards to the gutters issues, we opened an internal investigation on the subject. Our findings are as follows: 

  1. The services performed at this client's property was for roof replacement only, hence our scope of work did not include anything to do with the gutter trade. We also know this to be factual as this particular project was awarded to ******* ******** from a raffle campaign for a "free roof giveaway".

  2. The client signed a what to expect form please see attached supporting document for Exhibit A. On this particular document, the client knowingly signed and acknowledged that the work to be performed on the property holds no liability risk to the aesthetics of gutters and other artifacts as listed on the what to expect form. Refer to Line Item #10 on the what to expect form attached where it states, "Precautions are taken to prevent gutter damage; however, there are instances when damage to gutters is unavoidable, especially on very steep roofs or ones that are completely surrounded by gutters. Your homeowners insurance should cover any major damages that may occur."

  In conclusion, CMS Roofing and Restoration denies and declines any type of responsibility for this clients findings. 

  Should the office of the Better Business Bureau need any other information to this case please feel free to reach out. It is always our interest to protect our integrity. 
  

  Customer response

  03/21/2023

   I am rejecting this response because: damage was done to my gutters by the workers. I understand what they say, but I feel that this does not reflect the integrity the company states they work with. They ran over bushes I had planted and was told they would replace them. The damage done to my gutters is more than cosmetic, they do not function properly and did prior to the roofing job. No precautions were taken to avoid damaging my gutters. The company is responsible for the damage to my gutters and needs to make it right. They carry insurance and their insurance needs to cover the damage to my property.
  
  
  

  

  Business response

  03/29/2023

  CMS Roofing and Restoration respectfully would like to reiterate that on April 11th, 2022 “******* ********” signed an expressed and implied document titled “What to Expect”. Which is an actual form signed and acknowledged by ******* ********. In addition, we would also like to point out that line item number (10) on said document reads as follows, “Precautions are taken to prevent gutter damage; however there are instances when damage to gutters is unavoidable, especially on very steep roofs or ones that are completely surrounded by gutters. Your homeowners insurance should cover any major damages that may occur” (again see attached supporting document). Mr. ********’ signature is a representation of one’s self, hence by signing the “what to expect” document, Mr. ******** was fully aware of any “potential” damages that could occur. The purpose of this document is solely for the interest of all parties integrity and code of ethics. Hence it’s a full disclosure of the terms. We would also like to reiterate that we did not do any gutter work at this property/project. Our scope of work was solely for the roof elevation ONLY. In addition, our investigation for this subject was very thorough and CMS Roofing and Restoration is standing on our conclusions that we are not responsible for the alleged damages to the gutters. As for the landscaping portion, this is nothing that we were able to establish as being owed to the client or otherwise being the responsible party for the alleged landscaping damages nevertheless, as a company that hold the code of ethics if Mr. ******** has something in writing supporting his accusations CMS Roofing and Restoration would be willing to review it for further determination, however, if there is nothing in writing our organization will not honor hearsay as our contract and contingencies state that anything promised outside of the agreement in writing would also have to be done in writing. Hence, all of our clients are aware of this when they sign and acknowledge their Contingency Agreement

  Customer response

  03/30/2023

   I am rejecting this response because:
  
  The companies response is unacceptable for a professional business. They give themselves permission to damage property. I have talked to other gutter, roofing and construction businesses about the situation, and they all agree that the insurance carried by the company should be responsible for the damage they did to my gutters, and explained how their companies would have worked to prevent gutter damage. Again, the damage goes beyond cosmetic and as a result damage is being done to the rest of my house.

  
  

  Other damage they did to my property, I was told they would take care of. The document they refer to does not excuse their damage of my property, and it is not acceptable for me to be expected to be responsible financially for their negligence.

*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. ↩