ComplaintsforRhino Shield by Georgia Coatings

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We originally had our home painted by Rhino Shield (Georgia Coatings) completing on 10/21/2015. It/ I have a 25 year warranty on this paint. What was not mentioned to ** is that the paint does not adhere to wood. It does adhere to Hardiplank. Mid year 2021, I began calling to get a representative to come view how the paint on the wood was flaking off. It was all around the roof edges. As yet, no representatvie has come to my door representing this company. I would like to know how do we move forward?The warranty was mainly for the paint, I guess. It is supposed to be the greatest and best. That is not so, IT DOESN'T LAST 25 YEARS. I did have other issues that same summer and had two contractors come out. I did request paint for the first and second contractor. The second contractor was from Terminx. I called and began requesting help on how to keep the warranty in place if another company painted. We resolved all this, and I do have emails from July 25, 2021 stating that the paint would be warranted if painted by Benco.As I had been calling for the past two/three months in the Summer of 2021, I finally gave up on requesting help from Rhino Shield. The customer service department is very good at excuses, evading the issue, telling me "your builder must have used preprimed wood: that's why the paint is peeling" Not good enough! The painters should have know how to prime and paint all wood regardless of any what if's.I have begun calling again for an appointment and again have been delayed. I was given the date of 6/20/2023 at 4pm, They did locate us in their database. I am now back to having the Service Technician evaluate. If he arrives, he must come to my door and annouce his presence on my property. I want to know how to resolve these issues of an over exaggerated cost for paint that is not worth the warranty given to **.At this point I do not recommend this company or product to anyone.

  

  Business response

  06/15/2023

  Tell us My question is.... if we never came out there, how do I have all these photos from 2021.  Attached are a few of the photos we have out of the 15 in the file.   Every contract has a 2 year full labor warranty which is in your printed warranty and on the back of everyone's contracts.  That expired in 2017.  So, there is a labor charge.  I still do not know who you have been calling for the last years.  You have our email address you could have sent a message if you were not getting a response by phone.  I don't know who you have been talking to about the wood not being primed originally, that is why we sand and scrape if need be and then use our aps and topcoat.  And if it needs to be done again, we will do what needs to be done.  Maybe Benco told you that????  We would have not known that Benco wasn't taking care of anything else on the list unless you had told us he wasn't.  I don't see anything in any of our emails to say you needed the other touch *** done.  We have never gotten a call or email from you until you sent in a request for an appointment.  
   
  Attached are a few notes we have with the photos of the work you were needing to have done when you first called.  
  We will send our project manager out again and have him knock on the door to let you know he is there. 

   

   

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