Complaints

This profile includes complaints for Red Rhino - The Pool Leak Experts's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Red Rhino - The Pool Leak Experts has 11 locations, listed below.

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  Red Rhino - The Pool Leak Experts

  3945 Davis Rd Lake Worth, FL 33461-3609

• 

  Red Rhino - The Pool Leak Experts

  555 8th St Daytona Beach, FL 32117-3497

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  Red Rhino - The Pool Leak Experts

  10108 NW 53rd St Sunrise, FL 33351

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  Red Rhino - The Pool Leak Experts

  2555 Porter Lake Dr Sarasota, FL 34240-7865

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  Red Rhino - The Pool Leak Experts

  8110 Cypress Plaza Dr Jacksonville, FL 32256-4403

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:03/22/2023

  Type:Sales and Advertising 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.

  On 8/27/21, Red Rhino Leak Detection (Red Rhino) replaced my cracked pool skimmer (including a leak at the skimmer throat) for $2,395, Order #****** (the First Replacement). After the First Replacement, I traveled but upon my return home realized that the pool had lost about half of its water. A Red Rhino technician later determined that the work from the First Replacement needed to be redone. On 9/16/21, Red Rhino completely redid the skimmer replacement (e.g., again breaking deck tiles) Order #****** (the Second Replacement). Eight months after the Second Replacement, I contacted Red Rhino about pool leakage. Via email on 5/26/22, ****************, a Red Rhino Account Manager, stated: We do not service the ********** area anymore. We would advise you to reach out to your pool service for assistance. On 6/2/22, ****** shared why Red Rhino vacated the state, stating: Starting in 2022, we began focusing on our operations in *******. Given Giglios guidance, I sought other vendors to address my ongoing leaking issues (at incremental costs) and, by 3/8/23, was informed by two (2) pool specialists that I needed to replace the skimmer to fix the leaking issues. In re-reviewing my Red Rhino paperwork from 8/27/21, I now realize that when ****** informed me that Red Rhino vacated ********** and redirected me to seek resolution elsewhere, I was still within the one-year warranty period from the First Replacement (and Second Replacement) (the Dispute). On 3/8/23, I contacted ****** about the Dispute; and, on 3/9/23, ******************, a Red Rhino *********** Manager, offered a cash refund of $2,395 (the Refund), which I received and deposited. On 3/22/23, my bank informed me that the Refund amount was rescinded by JPMC, Red Rhinos banker. In addition, I paid $127.54 to a third-party vendor for the replacement pool deck tiles and pavers used for the First Replacement and Second Replacement. Ill need to repurchase tiles/pavers for future skimmer replacement work.

  Business Response

  Date: 04/13/2023

  To Whom It May ******************** communication concerns complaint #******** and provides a description of how we handled the issue.
  
  On 22 March 2023 "The Customerconcerned in Complaint #********contacted our Accounts Payable Coordinator (APC) via email, informing that a refund check had not cleared, and that they were very disappointed. Our APC was gone when this email was received. The next day, 23 March 2023, our APC responded, informing the customer we would be in touch, that day, while we worked on determining the issue.
  
  Later that day, our APC called the Customer and asked if we could send an ACH payment, since it would deposit into the ************** account immediately. However, the Customer was very concerned and did not trust the check would go through. Instead, the Customer indicated they desired a cashiers check. Our APC said we would reach back out once it was confirmed whether that was possible.
  
  Our APC then spoke with our ***, who explained why the check bounced: Our company utilizes Positive Pay for fraud protection. This means we tell the bank the amount of each check, the check number, and name on the check. If any customer attempts to deposit a check without that information, it will not go through. Positive Pay, was not used when we initially operated in **********. The reason the original check failed was that Positive Pay was not submitted when we sent it, so the check was rejected, and the Customer was unable to obtain the funds. The *** told our APC we could print a normal check and overnight it to the Customer, due to the sensitivity.
  
  Our APC called the customer back on 23 March 2023, informed about the original reason for the failed deposit, and asked if we could overnight a normal check. The customer asked our APC to confirm there would be no issues and that we would get it to them tomorrow. Our APC confirmed this and overnighted a new refund-check, as well as provided the Customer with tracking information. The second check was for the full, original check-refund amount, plus an additional $50 for a stop-payment fee incurred by the customer. The check was mailed on 23 March 2023, a Thursday. According to ***** Tracking, the check arrived at the Customers house on 24 March 2023 at 11:11 AM, a Friday.
  
  Our APC called the Customer on 27 March ******* following business day after the check was deliverto ensure the check was received. The Customer answered that they would let us know in a week. Our APC answered that we could see the check was delivered, and wanted to ensure it was deposited. The Customer answered that the new check had been deposited but wanted to ensure it went through and would let us know in a week. Our APC monitored the check and saw that it cleared the bank on 27 March 2023, having been successfully deposited into the ************** account.
  
  Kindest regards,
  
  *****************************
  Chief Financial Officer

• Initial Complaint

  Date:02/25/2023

  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.

  1. Told me over phone that leak patches are backed by 60 days warranty.2. Tech came, patched leaks > told me there were patches already in place so he cannot patch it anymore. Pool was still leaking,3. Called the office and they sent another tech. Pool was still leaking and they broke the drain cover in this visit.4. Called them again to complain abt the drain cover and they came to fix drain cover but told me the cover was old. It was intact before they touched it.5. Made the pool dirty and cloudy. Now I have to spend money to bring the pool back to its good condition. Not to forget pool is stil leaking.Very disappointed with their service. Didnt fix my leak, didnt honor the 60 days patch warranty, made the pool dirty and cloudy full of algae. I paid >$450 for them to come ruin my pool and break the drain cover.

  Business Response

  Date: 02/28/2023

  Good Morning,

  Thank you for reaching out and expressing your concerns with your experience using Red Rhino. I submitted our internal notes, our findings report and an email thread that you have on going with our Branch manager, we want to do everything possible to ensure you are satisfied. 
  
  We have been out here 3 times as our report shows, our goal and intentions are to temporarily patch leaks until a customer can do the proper repairs a pool will need in order to fully resolve the issues, as epoxy is a temporary solution and not a long term fix in the pool industry, the long term fix are proper repairs.  A detailed leak report has been sent to the customer as well as an appropriate repair quote to properly fix the issues. Our manager has been trying to reach and speak to you so that we can come to a resolution for you, we value your business and do not intend to leave you unsatisfied. 

  Please reach out at your earliest convenience to our Branch manager who will be the one decision maker to help you resolve any concerns and issues you have experienced. His name is ***************************** (Branch Manager *******) Cell: ************ Email: ********************************************************* 

  
  
  

• Initial Complaint

  Date:01/15/2023

  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 hired them before covid to fix a leak. I paid $1200 for them to repair skimmer leak. I called them back a week after repair to tell them it looks like pool is still leaking. Tech came back and stated there is no leak. I was still noticing leak, I finally call them back and tell them leak is still there because I waited so long they charged me again for detection. To make a long story short they came to my home about 6 times to try and detect leak they finally said it was my over spill in spa. Did a terrible patch job stated included (no fee) I thought the problem was resolved but, the pool is still leaking. The water drops right under skimmer. I believe they owe me a refund or need to find the leak. They have also requested valves changed to help leak that I hired pinch a ***** to replace. *** spent a lot of money and STILL loosing water :0(I can research specific dates if needed.

  Business Response

  Date: 08/29/2024

  I don't thinking we never responded to this back in 2023. But this issue was handled. we did aa free leak detection and got the water to hold and not leak and we redid some work without being asked to because it was not to our standards by a technician who is no longer with the company.