Complaints

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:07/12/2023

  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.

  Description: I contracted with Rhino Shield to Paint a Gazebo and other structures and then the house. I asked for 1 to be billed under our business so they wrote 2 seperate contracts with 2 separate deposits. The gazebo was completed in 2021 and I finally just a month ago got them to come back and fix it as it was peeling and had been peeling since the beginning of 2022. In the meantime the other project was put on hold because the home was cedar and there were so many boards that needed replaced at their cost that it didn't make sense to replace the rotted boards. Literally half of the house would have needed to be replaced. So we replaced with a vinyl siding and Tom B*** quoted me a price to paint my trim using my $2000 deposit and I would pay an additional $1900 this was on June 24th 2022. Months of trying to get this scheduled and was told Chris would call me. I called and texted Tom frequently from June to Oct 27th asking for this Chris guy call me. I started up again in March. I called the office and asked Chris to call me. I told the foreman who spoke english for Chris to call me. They were at my house daily for a week. I asked him daily. He said he told him. Tom B*** said he told him. He has ignored me and wants to honor the contract despite the condition. They were counting on replacing all those boards at an added cost. At this point since he won't honor what the other owner Tom, offered which was use the $2000 deposit plus the $1900 and have them paint my trim, then I just want my deposit back. Refusing to talk to me is childish and the other owner is differing everything to Chris, so I do not want to deal with this anymore.

  

  Business Response

  Date: 07/14/2023

  In response to Mrs. H******’s complaint, our office contacted her and told her that we cannot give her the deposit back nor can we paint her trim for an additional 1900.00. We did offer to apply her 2000.00 deposit and lower her contract down to our minimum of 7500.00. She has refused to allow us to do this.

  

  Business Response

  Date: 07/21/2023

  In response to Mrs. H******'s complaint, the office has contacted her to make an attempt to resolve this matter. We offered to lower the price of the original contract as a good faith gesture and work with her on coating just the trim on her house for a fraction of the original contract price she signed over 2 years ago. Mrs. H****** would not agree to this so therefore we have no choice but to cancel the contract with no refund due to her.

  Customer Answer

  Date: 10/09/2023

  10.9.2023 BBB received notification from consumer that business has addressed her complaint.
  
  

  
  

• Initial Complaint

  Date:12/14/2022

  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 contracted Rhino shield to paint our building. We ended up having a color change, so they had to mix a new batch for us at the cost of $600/bucket came out to $2400. We never received the original paint we paid for. We either want 6 buckets of paint that we paid for or a refund for that paint, either resolution will be satisfactory.

  

  Business Response

  Date: 12/22/2022

  We are sorry for the delay in getting back to the customer regarding the refund or return of the original color that was initially decided on. We have since talked to the customer and made arrangements for them to pick up their product.

  Rhino Shield does not typically keep the product when the customer orders a color then change their mind, we dispose of it accordingly. The job was finished towards the end of the season, so we had not yet disposed of it, therefore the product will be returned to the customer. 

  Customer Answer

  Date: 01/05/2023

  I accept the business's response to resolve this complaint.
  Regards,
  ********* *** ****

• Initial Complaint

  Date:11/10/2022

  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.

  paid them $29,887 in 2014, was told by **** ******** that all damage (including wood pecker) would NOT ONLY NOT OCCUR B/O their product, but if it did it would be fixed and covered by warranty.

  

  Business Response

  Date: 11/18/2022

  The first time ******** ******* called Rhino Shield was on November 10, 2022, at 1:33 pm. She called regarding some bubbling that was occurring on her house that she paid 29,000.00 for (I have attached the contract for you to review in which she paid 19,000.00 not 29,877.00) she also stated that in addition to the bubbling there were holes do to wookpecker damage. I proceeded to tell her that Rhino Shield would enter her information into the computer and that we would be out there to perform the service on her house as soon as possible. I also stated that she her house was completed on May 19th, 2014 and informed ******** that she is well past her 2-year labor warranty as stated on the contract she signed. I also told Brigitte that woodpecker damage is not written on the Rhino Shield contract because it is not covered as this is not a result of our product failing. I also told her that we would supply the product for 25 years but told her we would have to charge her for the labor that we would work with her on the charge to keep it minimum to help her out. ******** continued to argue with me about the woodpecker damage and I suggested that she read the contract that she signed. She mentioned that her sales representative **** ******** told her that woodpecker damage is covered by Rhino Shield, and this is not so. None of the Rhino Shield representatives would ever make such a statement.

  I once again told her that we would get someone out there to look at their house as soon as possible. This was not acceptable to ********, she demanded we have someone out there the next day. At that time all our crews were currently on other jobs, and this was impossible. She also insisted that the owner call her that day and I said I would give him the message but could not guarantee a return call that day but certainly the next day. This was not good enough for her either. ******** continued to argue with me for well over 10 minutes and called me a least another 5 times that day. The last time we spoke I told her that Rhino Shield will be more than happy to come out and assess the areas that need repaired and service them in the spring because as of now the weather is not permitting us to continue working. She did not want to hear that and threatened to call her lawyer and proceed to hang up on me.

   Regards,

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

  Customer Answer

  Date: 11/20/2022

  I accept the business's response to resolve this complaint as I do not have the energy or finances to fight this. Shame on us for not hiring an attorney before we signed the warranty and believing in the sales pitch. Shame on Chris C***** (owner) and his total lack of response. When I called the office, the weather was perfect for outdoor painting and repair. His lack of adequate staffing to perform the repairs should not be my concern. I believe that Rhinoshield intentionally misrepresented the product and they implied warranties that were not in writing. Additionally, the original bill was for over $29,000, but we were given a "discount."  Please advise if you need to see that paperwork. 

  
  

  Regards,
  
  ******** *******