ComplaintsforRhino Shield of New England

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  House painted in 2018 by Rhino Shield. Started to notice peeling on one side and back of house early 2023. Sent email and pics to them in March 2023. Never heard back. Made several calls but no answers. Left a message at one time and no return call. Made another attempt in June 2023 and finally got someone on the phone by the name of *********************. Sent him my original email that I sent in March 2023 that he claims they never received and pictures. He stated he would come out to look but never came. I tried several times to email and call with no response. Here we are in 2024 and still the same. No response when emailing and no one answers the phone when calling Rhino Shield. I would like this repaired this year! I'm tired of trying to contact them with no response. This is unacceptable.

  

  Business response

  03/18/2024

  The Rhino Shield of New England production department is still in its winter shutdown and will resume scheduling as of April 1. In the absence of the production team, the office manager monitors all voice messages. There have been no voice messages received from the client during the off season. Upon review of the client's account, her request is currently in the service queue and will be scheduled for a site visit by a member of the production team upon their return to the office.

  Customer response

  04/01/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   have left messages on their phones before and never received returned phone calls so I do not leave messages anymore. That is why I call several times until I get a person on the phone.  I am a very busy person working several jobs I don't have time to leave messages and wait for return calls because I am not in a position to answer when they call back.  
  
  I would appreciate you reopening the claim until this is resolved.  
  
  I will call Rhino Shield today and leave a message so this way it is logged that I left one.  Today is Friday, March 29, 2024.
  
  Thank you,
  *******************;  

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paint service provided in June 2017. Several issues with the paint failing were noticed this past Fall. With the 25 year warranty, I filed for repair on 8/19/22, followed up with e-mails, and talked to an employee on 11/01/22. The employee ****** confirmed that my claim was in the system and that they would call me back when they were able to schedule, but were very busy. I've continued to call every few weeks but no one will return my call. I would like confirmation of when my repairs can be scheduled, or a refund of the original cost.

  

  Business response

  10/04/2023

  Client was sent a response on September 18, 2023. He is aware his request for service was approved and his project is in the queue awaiting a service date assignment. Due to the unprecedented amounts of summer rains this season, all new projects and service appointments are on a backlog. A member of the production department will be back in touch with the client as soon as a service date is assigned.

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rhinoshield painted my house in the Spring of 2020. We signed a contract with them on 1/24/2020.We paid ******** for their services which included their extended warranty of ***************************************** Feb 2023 with pictures of a peeling/cracked area on my house. It was explained to me that it's their offseason, so I'd need to check back in the Spring. I have been in contact with their warranty department 8 times beginning in April 2023. Each time I am told my repair is in queue but they can't give me a targeted date. Since then the issue has only grown. I want my warranty honored in a timely fashion and my paint repaired. I have been patient and certainly understand the weather is a factor but at this point their inability to contact me with any real information after 7 months leads me to believe their warranty is a scam.

  

  Business response

  09/06/2023

  Due to the extraordinary amount of precipitation we have all experienced in New England this spring and summer, it has been extremely difficult to schedule any outdoor project, especially painting projects. Rhino Shield honors its warranty on all projects and in fairness to all clients, the production department practices strict adherence to a first come, first served scheduling policy. The production department at Rhino Shield has been responsive to the client's request for service. In fact, per the production administrative assistant, the client's service is scheduled for next week - the week of September 11, 2023 - and she has been made aware of this appointment.

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paint is bubbling and a very rough finish

  

  Business response

  07/27/2023

  The client's complaint was received by the Rhino Shield production department and arrangements were made between the client, the production department and crew to have the crew return to address the issue of concern. There was a miscommunication between the client and the production department leading the department to believe the issue had been resolved. It was brought to the attention of the department this week that the issue remains outstanding. The department and client are in communications to schedule a mutually agreeable date for the crew to return.

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rhino shield painted my house back in June of 2008. The cost of the project was $12,000. Although extremely expensive at the time, I was sold on the lifetime warranty. Shortly after the application we discovered bubbles in the paint filled with water. After contacting **** and *** the owners, *** came out and inspected the house. Rhino Shield honored the warranty and sent a crew of painters out to strip the paint which included sanding the clapboards. That was done in the summer of 2009. The following year we had the same problems. *** came out again and they repainted and sanded clapboards. The sanding destroyed my clapboards leaving sanding swirls in the wood and cracks in the middle. In 2014 same problems again. They found many trim boards were rotted and needed replacing similar to other complaints on the BBB website. We paid for the trim boards and labor although it was done piece-meal. Instead of replacing a full board they used pieces which didn't match up and were caulked together. The clapboards were split from all the sanding and the splits were filled with caulking and paint was applied again. At that time *** told me he would not come back to my house. We didn't want them back either. Our clapboards were destroyed, they got paint on my gas grill, beige paint on my new white **** deck railings, paint on my fence and over spraying on the foundation. The decision to go Rhino instead of Vinyl was the worst decision I've made as a homeowner. I called in ********************************************************* as they requested. On June 7th 2023 I called and sent in pictures. I spoke to *** who was going to discuss the problem with ***. On June 22nd I did receive an email from *** requesting my phone number. I emailed both my cell and home phone and have yet to receive a call back. I would like a full refund as this product did not work on my home. The workers then destroyed my clapboards so a repainting and caulking would not work. I just want Maintenace free siding I thought I purchased.

  

  Business response

  07/26/2023

  Rhino Shield of New England co-owner, *************************, met with ************** on site to explain the measures that were already taken to provide the service she seeks. It was observed by both ************** and ************** that the clapboard siding is cracking and releasing from the substrate of the home and is unrelated to the application of Rhino Shield. ************** and ************** fully discussed the the project and came to a mutual resolution. There is no outstanding issue at this time. Complaint is resolved.

  Customer response

  08/03/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Paint service provided in June 2018. Several issues with the paint failing were noticed this spring. With the 25 year warranty, I filed for repair on 5/9/22 with a **** letter, followed up with e-mails, and talked to an employee on 5/31/22. The employee ********************* confirmed that my claim was in the system and that they would call me back when they were able to schedule, but were very busy. I've continued to call every couple weeks but no one will return my call. I would like confirmation of when my repairs can be scheduled, or a refund of the original cost.

  

  Business response

  10/12/2022

  Our Service Manager has reached out to our customer and explained the Warranty claim process and both are in agreement to have the work done in 2023. 

  Customer response

  10/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed, but may need to open a new complaint in 2023 if communication does not continue or if the warranty work is not completed.
  
  Regards,
  
  *****************************

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have attached a more complete timeline. In Oct 2017 we contracted with RhinoShield of New England to provide their processs to our home. Work on the project was from 11/08/17-11/21/17 for a total of $$47,500. The Lifetime Warrantee was a major part of our decision. On 10/5/21 we contacted Rhinoshield because there were several white spots bleeding through the dark brown paint. Between 10/5/21 and 7/28/2022 there have been 21 voice and email communications between our Rhino Shield point of contact, ********************* and ourselves. ****************** stated up front an inspector needed to review our work to see if it was covered and then if so, the problem would be rectified. For over 10 months ****************** has not been able to get an inspector to visit our home or render a decision on warrantee coverage.

  Customer response

  09/09/2022

  I have not heard from the business in response to my complaint.

  

  Business response

  09/12/2022

  Rhino Shield had emailed our customer during the summer, as our Field Supervisor was scheduled to go her home and assess the issues.  Unfortunately our Field Supervisor suddenly passed away and it's been very difficult to

  replace him, due to the fact that we are a season business and will be shutting down in the next month or so.  Please note that we are sending a representative out this week to take care of our customer's issue(s).  We are very sorry

  for the delay in service.
  

  Customer response

  09/17/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The business has contacted me, an inspector did arrive and reviewed the issue, he stated the work was covered under warrantee (with some exceptions which we understood) but I am still waiting for the business to complete the process by confirming the inspectors decision and committing to a work date. 
  
  Sincerely,
  
  *************************** 

  

  Business response

  09/21/2022

  Our crew met with the customer last week and they settled on a price and discussed when the work would be performed.

  Customer response

  09/28/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

  9/28/22. Rhinoshield completed all work today. Very satisfied with the outcome. 

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our home in June 2021. The house is under warranty with Rhino Shield for exterior paint (warranty documentation attached). We contacted Rhino Shield in August 2021 to have chipping paint fixed under the warranty. Over the past year, we have tried repeatedly to have Rhino Shield honor the warranty and fix the peeling paint. At first, they didn't reply. Then they told us we had to repair certain sections of damaged trim before they would consider fixing the paint (approximately 20% of the total trim). So we had every inch of damaged trim they noted replaced in November 2021. We provided photos and documentation that detailed the trim replacement (in attached emails).Since then, we have continued to contact Rhino Shield and ask that they fix the peeling paint according to the warranty and their stipulation that we replace damaged trim. Over the last 8 months, they have ignored our emails, then told us their schedule was already filling up for Spring/Summer, then told us it was too early to schedule, then told us their prices went up, then told us they were already booked up, then told us they weren't ready to schedule or start warranty work, then ignored us, then said they'd be in touch soon to send someone out, then never followed up, despite our repeated attempts to contact them. Attached you will find email exchanges and warranty documentation. I am also attaching a few photos as examples of trim that is peeling but not otherwise damaged (e.g., didn't need to be replaced but does need to be sanded and painted by Rhino Shield). We have wasted hours and hours of time and have been waiting for Rhino Shield to honor our warranty for nearly a year. If they can't paint the trim this summer, we'd like to understand other options, specifically monetary, since we will need to pursue a net-new paint job/company.Thank you for your review and assistance in resolving this situation.

  

  Business response

  07/07/2022

  Rhino Shield has been in constant communication with this customer. Our field supervisor walked around their home with them in the fall of 2021 and identified areas that would not be able to be coated without being replaced. A significant amount of communication attempts by the customer were sent during the winter when the office was closed and crews were not active. Most recently on June 15th, 2022 they were provided with the following update:
  
  
  I understand that you are very eager to have this completed. We are in the process of getting through the warranty work that was received prior to your request. Please be patient and know that we have this in our queue to work. Once our service crew is finished with the round of work they currently have in process I will send them your way to walk around and we can work on a price and get started for you.
  
  
  
  It is important to note that service is not on demand and we are serving customers that have made requests prior to theirs. The customer is requesting work to be formally scheduled, but we do not schedule service work out in the future as weather and other factors can impact this. This service being requested is also billable and is excluded from the warranty. If the customer wishes to contract with another company, they are free to do so and are not obligated to work with Rhino Shield. Rhino Shield will be honoring the warranty and the last update provided to the customer still stands. As they were informed, their request is in the next round of work assigned to our service crew.

  Customer response

  07/07/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  As Rhino Shield noted, we have been constantly reaching out to them since 2021. We had the trim fixed that the field supervisor noted in the Fall of 2021. So it is very frustrating that we are still somehow not in the queue to have warranty work done when we have been trying to schedule with Rhino Shield for almost a year. So, while work is not done on demand, it does not make sense that there is so much warranty work ahead of us that they are still unable or unwilling to schedule us. This is particularly true as Rhino Shield noted they were closed for much of the time we reached out, when they said they weren't able to schedule any work, yet they are already completely booked up. It does, however, cause concern that Rhino Shield has more warranty work than they can keep up with, as that does not bode well for the quality of the work or product. It would seem we are not the only customers with these concerns, based on the other complaints and reviews on BBB and other sites. Furthermore, we would expect to have 2021 pricing honored, as again, the customer should not be penalized for the company's inability to keep up with their own work. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

  

  Business response

  07/13/2022

  Much of what the customer has said in their recent response are assumptions and are untrue. As we stated before, there are others that
  we must serve first that have contacted us before this customer. The customer is in our next round of work being assigned to the service crew
  as they were previously informed.

  Customer response

  07/13/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  What is untrue? We have heard many times there are others before us. What is unclear is, a) how are we still not scheduled after trying to get on the calendar with Rhino Shield for almost a year; b) why did Rhino Shield tell us earlier this year that they were not able to schedule anyone yet, but now they are currently booked up; and c) what is the point of having a warranty with Rhino Shield?

  It continues to be our understanding that Rhino Shield is not able to honor warranties. In addition to the fact we have been reaching out for almost a year and Rhino Shield is still not able to even give us an idea of when they can perform the work, they have said that their prices are going up and it is increasingly sounding like they will be charging for most of the work needed.

  It seems clear Rhino Shield is not able to handle the amount of work needed by their customers. We cannot go through another winter with chipping paint because Rhino Shield is unable to perform its duties as a business. 

  Thank you.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May 2010, met with *********************** of Rhinoshield concerning house trim, Work began late June. June /July 2014, Piant peeling from faux chimney. Separation of paint appeared with water collecting behind it, visibly ballooning on front stoop fascia board, No response from company. Drip edging dome by *********************** to mitigate water damage..Continued significant peeling at various locations of house trim. Contacted Rhinoshield fall 2022, via *********************. Promised to visit to assess. Never did so. 6/22/22, 2 unidentified males, non English speaking, arrived in oversized white pick up truck, door panel with blue insignia. Declined and called Rhinoshield. Call returned with 3 way conversation. Extremely contentious. A person identifying self as *******, the president of the of the company, (unknown to me) initially refused to provide his last name, asking me if I wanted his Social Security#. I wanted the warranty honored. I wanted to protect my home and avoid water damage. I wanted honorable business dealings.

  

  Business response

  07/07/2022

  Rhino Shield received a warranty claim from this customer and we sent a service crew out to assess for coverage and make the necessary repairs, if any. Unfortunately, the crew was turned away because they were not white.                                        ******** was able to speak English, despite the claims made by the customer. The customer demanded to see documentation of citizenship from the crew. Rhino Shield does not accept this type of discrimination and
  is currently in the process of reviewing the warranty claim for next steps.

  Customer response

  07/12/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Please attach estimate for repairs of Rhinoshield work. Name of painting contractor has been redacted.
  
  Many thanks
  
  ************************* 

  

  Business response

  07/18/2022

  As stated in our last response, Rhino Shield is currently in the process of reviewing the warranty claim for the next steps.

  Customer response

  07/19/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  06/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I attached 3 images where 2 show clear warrantee issues confirmed by Rhino Shield in Nov 2020. The third image shows clapboards I replaced because paint failures not covered by warrantee. The clapboards were ready for paint in July 2021, and I did not push for service from Rhino Shield until carpentry was complete (7/2021). I attached many pictures to enable Rhino Shield to separately prepare an estimate for non-warrantee work.Rhino Shield suggested a fresh topcoat for the front of the house, and I could see enough fading from the sun exposure that many touch-*** with fresh paint would not match. A topcoat for the front of the house makes sense. Rhino Shield estimated $8,400 for the topcoat to include the fresh clapboards (I accept my responsibility for the replaced clapboards). Rhino Shield apparently does not consider fading to be covered by warrantee.After a full year and several emails without service, I offered to prep and apply the Rhino Shield product at my expense while also giving up the right to future warrantee claims. Other painting companies see the condition of my house, and they have provided unsolicited estimates.My last request was for Rhino Shield to fix the obvious warrantee issues only, and I have not heard back after several weeks.Rhino Shield needs to remedy its inability to honor its warrantees, and I am willing to provide labor and/or hire other paint companies for all work beyond current and obvious warrantee obligations. In exchange for my 'right' to future (lifetime?) warrantee claims, I ask only for helpful guidance so my house paint can be maintained without the high cost, high effort, and major delays of Rhino Shield service.

  

  Business response

  06/30/2022

  Rhino Shield has been in communication with the customer and we are working on getting their warranty claim resolved.  As noted by the customer, they have a request that falls outside of warranty. Rhino Shield provided options for service and a quote to have a fresh top coat over the whole house outside of warranty if they wish. This was just an option presented to the customer and not part of the warranty claim. The customer does not have to accept this option. Rhino Shield is fulfilling its warranty with the customer. We continue to be in discussion with the customer.
  
  
  

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