ComplaintsforRhino Shield of North Carolina

• Initial Complaint

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  - April 7th 2023 my wife and I met with sales rep from Rhino Shield.- Rep quoted $8000 in work to be completed at a future date to be confirmed - We paid $800 in deposits after be pressured to make the deal that day our we would loose the discounts being offered and pressured us to make payment with CASH.- Work to be completed was prep and painting of siding and around windows and doors using rhino shield ceramic coating - I am seeking to receive in full or would even consider a partial refund for the $800 deposit - The contract states we had three days to cancel this and receive a refund but does not state this includes weekend days. I called the week after to cancel after having second thoughts and was told the three days has passed and would have to forfeit the money paid. I asked if there was anything that could be done even a partial refund and was told the owner would have to call me. I had to call multiple times before receiving a call weeks later from owner who tried to tell me they could not cancel since paint was already mixed which was not true since we had not even confirmed the color yet. The owner then offered to extend until next year and I asked if there was anyway to get a refund and he said he would get back with me. I yet again never heard back and called multiple times with no return call. I spoke with office person about my account and they said it was marked to be done the following year and that was all they could tell me.- I feel this is very poor experience with customer service in an attempt to take advantage of client and keep deposit paid. Additionally the high pressure sales tactics in hind sight was a poor experience also. I am left without receiving any service and effectively cheated out of $800 by this provider.I would greatly appreciate assistance from the Better Business Bureau resolving this issue even if only a partial refund and hope to ensure other clients do not experience these issues.

  

  Business response

  11/15/2023

  Mr. ******* claims and story are completely misleading and leaning towards lying. He did order a project from ** on 4/7/23 with a date of 4/11/23 to cancel and receive a full 100% refund. Our phone records and documentation show **************** called our office on 4/24/23. He told us he had to pay taxes and had vehicle expenses and would like to schedule the installation in **** if possible, he also stated he knew he was passed his rescission period. 
  On 5/11/23 **************** called our office again, 17 days after his last call, and told us he was having a new roof put on and new plastic siding installed and he didnt need Rhino Shield. Again, now 1 month after his order, he is expecting a refund of some sort. 
  I guess Im the one who is confused. 
  1. Which story is true;

  a. Financial problems

  b. Vehicle expenses 

  c. Buying new roof 

  d. Buying plastic siding 

  I know what is actually true. The fact that we follow laws. We dont break laws. The law states that if **************** canceled properly within his recission period he would have received 100% of his deposit back. No Questions. No hassle. 
  But he didnt. 
  Now he is making up a story about a HIGH PRESSURE SALE, which turned into a HIGH PRESSURE DEPOSIT, from a company that wont buy his different stories. 
  I am sympathetic to many things. Lying is not one of them. 
  In conclusion, **************** and his many stories will not be receiving a refund. Not even a partial refund. 
  
  

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  July, 2022 Rhinoshield of ** began a job to the tune of $13,000. The warranty implies 25 year warranty .Our attemps to contact a young man by the name of ***** at ************ have been futile. The last contact we have had with ***** was 11/11/22 @ 3:39PM. HIs reply was, " I have put your info in our system, I will let you know when you are next on the list". We have a bubble and several places where the Rhinoshield is cracking and peeling. The 25 year warranty "guarentees" this not to happen. There has been NO SERVICE after the sale. My husband and I are retired and money does not grow

  

  Business response

  06/21/2023

  I apologize for the matter getting to this level. ******************* is being called today to schedule service.  She was calling a cell phone number to an employee who no longer works with our company.  I can only wish that future customers will call our office as we schedule all installs and any services from our office.  That number is ************** or **************.  

  ****************;

  President

  Customer response

  06/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The problems began when the RhinoShield work scheduler forced us to start the project before we left for vacation. RhinoShield contractors then proceeded to rush the repair work and application as we were leaving on vacation. First, there is the issue with lifting nail heads and board separation. Second is the damaged caused to our gutters. Third is the faulty application of the ceramic coating. Most concerning was approximately 3 weeks after completion we discovered water damage to our kitchen floor. We had a licensed plumber discover that our kitchen drainpipe had been cut by a power saw. We were never informed that any such event had occurred by the contractors repairing the siding. This occurred in April 2022. During the restoration several other, non-claim related incidents were discovered. These included a nail puncture of an internal electrical wire that showed signs of arcing, a nail puncture in the breaker panel millimeters away from the input junction box and several places where nails were driven into the siding boards and not securely to the frame. November 2022, we had the final city/county inspection on the restoration of this incident. We were left with the costs associated with dining outside the home, the costs of a continuity test to ensure we didnt have further shielded fire dangers and gutter replacement. Damages outside covered homeowner insurance exceeded our normal living costs by thousands of dollars. In late October, a representative finally responded to the comments letter accompanied with their survey sent to us in April and returned promptly. No level of accommodation has been presented to us from Rhino Shield for our losses. This is even after we were promised that the company was going to provide relief for our added expenses, make necessary repairs for damage to exterior and to reapply the ceramic coating as needed.

  

  Business response

  01/05/2023

  This claim is being handled from the crew's insurance company.  I informed the insurance company of this matter weeks ago and just recently spoke to *************************** insurance company to make sure they are moving forward in settling this claim for ***************************.  When *************************** are ready for the exterior to be serviced, they just need to call our office.  Our number is **************, we are waiting for this matter to be settled and look forward to servicing this home, so it looks marvelous.

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

  Customer response

  01/06/2023

   
  I am rejecting this response because: When we met ******* from RhinoShield in October, he acknowledged that the siding should be inspected and checked for secure to frame installation.  Re-application of the coating for all areas that show inferior application (streaks) and what repairs / replacement as discovered during inspection of the siding.  Replacement of the front gutters after obtaining an estimate, which we did.  The cost of this replacement was $400 and we submitted an invoice.  This invoice will not be part of the insurance subrogation claim.  He also agreed for us to have an electrical continuity test performed for the entire dwelling and that he would pay for these services.  The costs of this service was $500 and an invoice was submitted. This invoice will not be part of the insurance subrogation claim.  ******* contacted us in early December after these services were performed and that he would bring us a check for $900.  We have not yet seen that reimbursement.  He also stated that he wanted to make us whole for out-of-pocket expenses not covered by our insurance carrier.  Primarily outside dining.  We estimate this expense to be over $5,000.  After 3 weeks of these expenses, $450, they were no longer covered by our insurance carrier and will not be part of the insurance subrogation claim. We have not yet seen this accommodation.

  We were not directed to call to schedule the exterior repairs and re-application of the coating as needed until now.  We were told by ******* that he would be calling us to schedule these repairs.  Now that we know, we will be contacting RhinoShield to make arrangements.

  
  

  

  Business response

  01/18/2023

  We have *************************** job in our service log and will be out to service the paint job that they contracted with ** shortly.  I will be handling all the correspondence in this matter myself and will assign the correct personnel to service the job.  We can expect this to happen in the next few weeks weather permitting.

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

  President

  Customer response

  01/23/2023

   
  I am rejecting this response because: There is no mention of the reimbursement of funds as previously detailed.  We need adequate notification before the date of contractor arrival for necessary repairs / replacement of improperly installed siding and reapplication of the product that has been acknowledged.  In addition, we expect to be greeted with a cashiers check for the $6,000.00 that was offered when the RhinoShield representative, *******, first showed at our residence for the gutter replacement, the whole home continuity test (invoices provided) and reimbursement of out of home dining for 5 months due to this loss.  We need these terms agreed to via this Complaint by the RhinoShield representative for documentation before we can accept the response from the company.
  
  

  

  Business response

  01/23/2023

  We will correct any issues with the coating that was contracted. We have a company check for $900 waiting to reimburse for the gutter and electrical work.
  The issue of 5 months of meals is not something we ever agreed to pay. 
  When you are ready to schedule the service of the coating please contact my office and speak to me. 

  **********************;

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

   

   

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2020, we called Rhinoshield in *********, they sent their expert out to evaluate whether Rhinoshield would work for our house. The representative that evaluated our house said it would work well even though we expressed our concern that our house was 100 years old. The representative said that our house was appropriate for their product.He explained that when the crew came out, they would let us know if we needed any repairs for rotten wood. The crew came out in November 2020, found some rotten wood in 2 places and repaired it. They completed the installation and we received our 25 year warranty. In January 2022, I found cracking and peeling on 3 walls. I called *** and he came out 2 weeks later. He informed me that there was a problem with the wood on our house and that we would need to replace it. He sent a crew out to evaluate it. The crew showed up on June 13 and said that the Rhinoshield would continue to peel due to the age of the wood, not because it was rotten. Our entire house is wood. The fact that this was evaluated to begin with should have been where they let us know that the product was not appropriate for our home and we would have gone a different route. They didnt say this, in fact, they were happy to take our $18,000.00 and now expect us to replace the wood on our house each time this product peels. With the response we have gotten so far, we suspect that this company will not honor the warranty moving forward. Today is July 18, 2020, still no appointment to address the places the crew peeled off of our house. The resolution we would like to have is our money refunded so we can protect our home from the elements.

  

  Business response

  07/28/2022

  ************** entered into a contract with Carolina Ceramic Coatings, Inc. on 7/11/20. Job was completed to customers satisfaction on 8/18/20. I looked at the service and obtained samples of the wood failure and have them in my possession.  I spoke with ************** on 6/27/22 to discuss the plan of action and was told that she did not want to pay for her wood failure.  On this phone call she made it clear to me that I should pay for her wood replacement.  I understand the frustration that a 100 year old home causes and the repairs that need to be done as I deal with them on a regular basis with many homeowners.  I offered to send one of my installation managers to visit the situation and was told that she would be gone for 3 weeks in August and would return September 4th.  So, on my schedule we have ************** service to be addressed in September.  I told ************** this and her accusation that I would not help is not true.  Running a business in the days of COVID-19 were and are challenging.  We continue to always do the right thing.  Whether a customer agrees with that or not is their own opinion.  ****************** home will be inspected when she returns in September of this year and we look forward to helping in this matter.

   

  Respectfully

  *** Hoey 

  Carolina Ceramic Coating Inc

  Customer response

  07/29/2022

   
  Complaint: 17582598
  
  I am rejecting this response because:    After discovering the issue in January and informing ************ of this issue, he came out, looked at the walls, took some photos and left.  I am unaware of any part of the Rhinoshield that he took with him.  In June 2022, **************** crew came to the house and looked at the issues.   This is the same crew that installed the Rhinoshield in 2020 so I was familiar with them.   His crew informed me that with the peeling, even if they repaired it, it would be 6 months and they would have to return to repair more of the peeling.  They verified that the wood is old, but it is not rotten.  When the crew came out to install the Rhinoshield in 2020, they actually repaired two spots on the house before they installed the Rhinoshield, so they were aware of locations where the wood was not in good condition.  One was under a porch where we had had the shingles repaired and his crew fixed the wood under the porch prior to installing the Rhinoshield  The other was on a dormer where some wood was rotten.  Both were repaired and the Rhinoshield was installed.  There were no other issues.  When I spoke to ************ at the end of June, ************ insisted that we would have to replace all of the wood where the Rhinoshield was failing.  We refuse to do this because the wood is not rotten and their "expert" reviewed the house prior to us signing the contract and gave it the go ahead.  I called the crew in July to see if they were on the books to come out to repair the Rhinoshield and they told me that they had not heard from ************ in regards to returning to our house to complete repairs.  If Rhinoshield cannot evaluate a home properly, they should not advertise that they can give advice on the appropriateness of this product for a home.  We paid $18,000.00 for this product and now he wants us to pay more for them to fix what they warranty against?  This is a joke.
  
  Sincerely,
  
  *************************

  

  Business response

  07/29/2022

  I refuse to get into a war of words.  I stand by what I said in my response.  In September it will be reevaluated.

• Initial Complaint

  06/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired RinoShield to paint house in early 2021. Planned to be there certain date but actually 2 weeks late which crated huge problem for me being there. The people painting house could not get their vehicle fixed for that 2 weeks. This should have been a huge warning to me because RhinoShield was not using their regular employees but rather some people fresh off the caravan from ***************. None had actually done any painting before, only cleaning of the houses prior to painting. Of course I did not know that at the time. I was informed of that by an employee of RhinoShield. Anyway, my wife wanted a grey house. She only had 2 inch sample squares to choose from and picked foggy nights, which even sounds grey. What we got was a Smurf Blue. I mean our house looks like a huge Blue Smurf D*** sticking out in the ***** for rural NC. I know colors can look different vs their sample but this is ridiculous. Of course by this time my wife was beginning to not feel safe by herself at home. The 3 men working could not speak any english and could not read or write in any language. They did none of the fixes or repairs that were supposed to be done because they could not read the instructions. I would have signed or paid anything to get these **** legs out of our yard. Everyone needs to be warned of the people and tactics used by RhinoShield. They are not worth the double or triple the cost you have to pay especially when they are using third world **** legs as employees.I was hoping the Awful Smurf Blue would tame a little bit over this year but has NOT. I would like to obtain some actual GREY paint or coating from RhinoShield and have my own painter paint my house the desired GREY. I do not want any RhinoShield **** leg illegal aliens in my yard. I'm sure they will say you can't paint a second coat over what is there because they would want to s**** us out of even more money. That is not true and I already have someone lined up to paint my house GREY.

  

  Business response

  06/15/2022

  My name is *************** President of Rhino Shield of **.  I personally met with Mr. and ********************* on 1/15/21 to discuss their project.  On this date Mr. and ********************* decided to order their home to be coated with Rhino Shield.  They asked for a May 2021 install as noted on their paperwork.  They also went outside with me to look at their home and the color choices.  They were clear on their color choice and the month they wanted it done.  We scheduled the job the last week of May 2021 and my crew arrived and completed the project to the satisfaction of the customer, as noted a signed completion form stating their satisfaction and full payment.  

  The biggest complaint I am reading is that ******************** does not like the color he chose.  I am not going to get into a debate on his selection but will explain the following as facts.

  1. The color chosen was made to the closest formulation and matches his choice.

  2. My crews all speak English.

  3. My crew on this particular job is a **** citizen.

  4. This crew had finished 83 installs prior to this job with 80 5-star reviews.

  5. Rhino Shield can be painted or coated over with a second coat.  Warranty is voided if not done by an authorized Rhino Shield dealership.

  6. I keep all documents of all jobs done and in ************************ folder is his signed approval of the color, his signed satisfied completion form, his signed checks for full payments upon completion.

   

  These facts cannot be disputed. 

   

  The inconsistencies in his complaint about numerous things that are not true tend to tell me he just doesn't like the color HE chose and didn't bother to say anything till a year later. 

  I can help with product if he would like someone else to paint his home.  The warranty will be voided and there is a charge for new product.  That being said, I am always willing to help when someone needs help.  Please review these facts and respond at your convenience.

   

  Yours truly

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

  President Rhino Shield of **

   

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired Rhino Shield to paint house. Was promised information twice that I never got. The owner treated me discourteously on the phone. The amount of overage paint was in excess of 10 gallons at $500.00 dollars per 5 gallon container. I asked for itemized statement showing charges of materials vs labor which they will not send. They claim the extra paint was not charged in my contract price, but somebody paid for it and I dont imagine it was the company. Then they sent the paint crew back to my house and demanded that I return the unopened 5 gallon container, which I reluctantly did. POOR business operations in my opinion.

  

  Business response

  03/25/2022

  In response to ************************* complaint,

  The issue of excess paint on the job and how it was handled seems to be the main focus of this complaint.  Our product comes in 5 gallon buckets. The coverage rate is 100 feet per gallon.  ********************* picked 2 colors for her project.  There was some left over product in each bucket as usual.  We leave some for each customer in case they need any touch up down the road.  On our contract with all our customers item # ** states we will over-ship each job to avoid delays and remove excess materials and restock the product.  When I spoke to ********************* about this and how our business operates across the entire ************* she did not like the response.  I cannot be held responsible how customers take the truth.  I told ********************* the truth and she complained about the truth.  She like any customer was charged for her square footage on the job NOT by the bucket.  I feel this is the most honest approach to doing business and if some people feel differently that is their prerogative. 

  As hearing that ********************* wasn't happy with the paint on the door I sent the crew back to her home to make any corrections.  ******** made the necessary correction to the handprint ******************** accidently put in the paint on the door. ******** was instructed to remove the excess materials at the time as per our business practice. I highly doubt my crew, who gets rave reviews from my customers, DEMANDED the excess paint. 

  I think our business operates very efficiently and in this instance we completed the project on January 28th 2022 and ************************* service was completed on February 2nd 2022.  Thats what I call good business and that's what we offer to all our customers.

   

  Yours truly,

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

  President

*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. ↩