ComplaintsforRhino Shield

• Initial Complaint

  09/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I met w/***** ********, General Manager for the N.C. area, one week before Thanksgiving, November 2021. I listened to his information, asked questions and decided what parts of my home I wanted painted. At the very beginning, I said two things: #1) I was not in any hurry. #2) I live in a very conservative gated community so it is IMPERATIVE that I have time to get the color approved by my Home Owners Assn (HOA) & their Architectural Review Committee (ARC). Dave said that no problem; they've delt with that before. We settled on a price & I reminded **** that I could not/would not sign the contract unless I had time to get the color chosen approved. Again, he said that isn't a problem. I signed the contract & didn't think it was strange (@ the time) that I was not given a color deck. Jump forward to January 11th or 12th: I got a call f/Dave saying the 'prep-crew' was on their way (f/Chicago) to start repairs & preparing my home. I didn't see anything unusual about that, thinking they'd give me a color deck @ that time. The crew arrived and started work on my home, f/~two full days. @ the end of the first day I was given a color deck & was told, 'You need to pick the color by tomorrow morning!' To summarize they painted my home without time f/me to get approval f/the HOA & ARC! **** was assigning the cost of moving his crew f/Chicago to N.C. to my job & since there was nice weather f/~one week, he used my home as the starting point. The HOA & ARC did not accept the color (which is unimportant) because it was 'not approved'. I had to have my home repainted w/an approved color. All of this could have been avoided if **** -&- Rhino-Shield had stood by their promise to give me time to get the color I chose approved. I relied on the company to do what it promised to do; give me time to get the color I chose approved by the ARC. Beyond my apologies to the HOA & ARC I had to incur the cost of another paint job, which **** & Rhino-Shield caused.

  Business response

  10/06/2022

  This complaint is absurd.  Mr. ****** let us come to his home, let my crew work on his home for days, picked a color like all customers do, let us paint his home, and signed off on the job and paid for it in full. He also told my crew he was not worried about his HOA and would deal with them when he had to.  My crew did an outstanding job and his home looked tremendous.  We cannot be held responsible for a homeowner not doing what they were supposed to do.  We work with 100's of HOA's and Mr. ****** did nothing to pick his color with them for over 2 months after ordering his project from us.  If he wasn't ready, or had questions about the color situation he NEVER expressed any of this to us.  Six months went by after we completed his project and still NO CONCERN about his HOA.  Not until they contacted him was he ever concerned with his situation, and now he is trying to put the blame on us.  His choice to paint over Rhino Shield because of his mistake is his choice not ours.  We did the job we were contracted to do.

   

  Sincerely

  ****** ****

  President

  Customer response

  10/06/2022

  
  Complaint: ********
  
  I am rejecting this response because:  It is fictitous. 

  Their claim that it is my fault is also incorrect, since I was very clear that I had to submit the color choice to my HOA/ARC f/approval.  I stated that fact to their salesperson twice, (the week before Thanksgiving, 2021),  The facts are:  #1)  I was in no hurry to have my house painted, -&- #2)  I would not sign the contract unless they understood I had to have the color approved by my HOA/ARC.  The salesperson said that wasn't a problem (so I would sign the contract).

  They, R.S., threw me under the bus; they needed to move their staff into N.C. So my house became the reason during a mild temperature spell in January.  They gave me a color deck after the first day (of 2) prepping my home .. & said I had 24 hours to choose a color.  That was not was I (or they) agreed to!

  I trusted them; followed their lead. I expected to be sent a color deck, w/a tentative date f/the crew to start the prep work.  I was in no hurry to have my home painted .. and had no problem with them doing the prep work, which included replacing almost 100 shingles on my siding.  I never expected to be given an ultimatum; having 24 hours to pick a color so the crew could continue.
  

  I was called on o1/11/22 (or 1/12/22) & was told they would arrive to PREP my home the next day.  I'd never been given a color deck to choose a color & didn't think I'd see a color deck until they were ready to paint (sometime into the future), as per our agreement.  This entire mess would never have happened if RS (& specifically the salesperson) had kept his promise to provide time to get the color approved. They knew this was very important & even admit it, since they work with other HOA's/ARC's.

  My next step will be to sue them in court since they have NO defense.

  Sincerely,
  
  **** ******

  Business response

  10/07/2022

  I am not going to get into a war of words.  I have done my due diligence on this matter, have spoken to all individuals involved and have confirmed their sides to what happened.  I stand by my last response.  I have all documentation and   statements on record.  

  Truly

  *** ****

  President Rhino Shield of NC

   

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