ComplaintsforRhino New York, LLC

• Initial Complaint

  07/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have an incorrect balance amount for **** ************ ******** ** ***** *or the Security Deposit Policy Number: *************. The balance Rhino has on the account is the value of $1380. This amount was originally charged to Rhino. ****** Homes refunded $895 to Rhino on 6/13/2024 after removing incorrect charges. My balance is $485. I would like my balance updated on the Rhino website so I can pay it and not get sent to collections. I have spoken with ****** Homes and they have reimbursed the $895 to Rhino.

  Customer response

  07/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company rhino deals with insurance for rental properties. I had a policy that ended up expiring due to my property, not being able to change the information in the document they submitted, causing the price. I was supposed to pay higher than it had been Previous years. I tried to explain this information to the company, but they did not want to take my claim serious. I asked to speak to a supervisor multiple times and was either ignored or had my chat close

  

  Business response

  07/12/2024

  Hello ***,

  Thank you for reaching out to us regarding your recent Rhino experience. 
  

  In regard to your policy, you stated that your policy expired due to the property manager changing information. With a Rhino policy, information can not be changed for a renewal until after the policy renews. The property manager has 14 days to make any changes after the renewal. 
  

  Our records show that your policy expired due to your renewal charge failing on your policy. You received communication on 6/14/2024, 6/19,2024, 6/24/2024, and 6/28/2024 to inform you of your failed payments and that if payment was not processed in time, your policy would not renew. 
  On 6/29/2024, we provided you with communication confirming that the policy expired and that you would need to reach out to your property manager. 
  

  Regarding your pricing increase, Rhino has made changes to our pricing model to make it more accurate. Rhino considers multiple factors when pricing every insurance policy. Which include but are not limited to rent amount, coverage amount, payment history, claims history, and market trends. These factors enable us to accurately provide the most affordable quote and payment options that you qualify for. We will not be able to revisit the pricing decision at this time.
  

  If you have any further questions, please feel free to reach out.
  

  
  

• Initial Complaint

  06/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My previous landlord, Imagine ***************** filed a claim against me and collected $1350 for Loss of Rent due to failure to provide a 60 day notice. I have counter-disputed the claim with evidence that Imagine **************** rep is not being truthful and that I have already beat a court case against them. I do not want to pay for something I am not responsible for. Rhino is contacting me in the actual email exchange where I responded with evidence regarding my claim, saying that I have failed to respond and that they will send me to collections. I have forwarded and resent the email twice. This is unacceptable. How can you not see a response in the actual email exchange?? I sent a separate email outside of the exchange as well. Directly to ************************************* I am not dodging the payment and do not deserve to have my perfect credit record ruined because Rhino is being negligent to my case. I have a perfect paying record with every single company I do business with. I demand a response and fair treatment as a customer.

  

  Business response

  07/17/2024

  Hello ****,

  Thank you for reaching out to us regarding your recent Rhino experience. We apologize for any inconvenience you may be having in regard to your claim. 

  Upon review, the Leader of the Recovery Team has reached out to you in regarding to your dispute and requested more information from you that supports your dispute. Once that information has been received, they will be happy to assist further. 

  Please check your email and respond as soon as possible. If you have any further questions, please reach out to ************************************.

   

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented from ********** in ************** the home at address ************************************* ** *****. The rental **mpany caprock 21 refused a cash deposit and would only accept a deposit insurance policy from Rhino Insurance. I have since moved out and have received a bill from Rhino for $2,429.82. This total is for a cleaning fee, a rekey the locks fee, replacing both toilets and refloorimg the entire unit. $1888.82 is the **st of the repairs and cleanup after alone. The policy claims to **ver $5000 but are refusing to **ver this bill due to "excessive wear and tear". I emailed the rental **mpany asking what was going on and they then sent me a **py of all the fees as well as my move in sheet. On my move in sheet I noted the floor was not level and was broken and separating as well as both toilets were loose. I did not cause these damages and I have paper work showing this. I have sent this to Rhino and they have responded claiming they will cut the bill in half and still want over $1200. The policy again, was for $5000 but they are refusing to **ver. Caprock will no longer respond to my emails. I paid 1400 in fees for the policy. I believe I owe Rhino nothing as the issue should be **vered under my policy

  

  Business response

  06/21/2024

  Hello ****,

  Thank you for reaching out to us regarding your recent Rhino experience. 

  We understand that your purchase of our product did not meet your expectations. A Rhino ************************** policy acts in lieu of an upfront security deposit, freeing up money for renters at move-in. However, renters remain responsible for satisfying the obligations of their lease, such as paying rent on time and keeping the home free from damage.
  

  When renters purchase a Rhino ************************** policy, they are agreeing to Rhinos terms and conditions and are also agreeing to and entering into a  Tenant Acknowledgement Agreement, both of which are provided to renters for review prior to purchase. Your Tenant Acknowledgement Agreement states the following in Section A.5.: The payment of Premium under this Agreement is not a security deposit, and is not insurance for my benefit. I will not receive the Premium payment back at the end of the Bond term. 
  Additionally, the purchase of Rhino ************************** policy does not relieve renters of their obligations to pay rent and for any damages incurred to the rental. Section A.5.1 states The issuance of a Bond to the Tenant pursuant to the Lease Rental Bond Program under this Agreement will not under any circumstance relieve me of my obligation to pay rent for the apartment or of any other obligation under the Lease Agreement.
  

  If a renter fails to pay rent or required fees, or incurs damages at the property that would have been eligible to be deducted from a security deposit, the Rhino claims team evaluates the claim brought by the landlord. If the claim is approved, the renter is then responsible for reimbursing Rhino the approved amount. Section 4.1.1 states: I agree and commit that I will then be obligated to pay the Insurer the amount of the claim up to the Bond Coverage Amount (the Tenant Reimbursement Amount) independent of any rights or obligations I may have under the Lease Agreement. Payment of such Tenant Reimbursement Amount will be due to the Insurer no later than sixty (60) business days from the notification for reimbursement by or on behalf of the Insurer. A copy of your Tenant Acknowledgement Agreement is attached for your review.
  

  We see that you have worked with our recovery team on disputing your charges, please follow up with them at ************************************ for your next steps.

  If you have any further questions, please dont hesitate to contact us.
  
  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have tried over and over to dispute a charge against my security deposit. I have sent 40 times the ledger they ask. All I get is an email that says this will be updated. Then today I get its being sent to collections, Scambling I try to set up a payment plan and it won't let me. I try to chat.email call I get nothing but a generic email, PLEASE HELP ME

  

  Business response

  06/07/2024

  Hello *****,

  Thank you for reaching out to us regarding your recent Rhino experience. 

  We sincerely apologize for the inconvenience you experienced with the claims dispute process with us. We understand that there was a technical issue that prevented payments from being submitted. We have corrected this issue and you should now be able to submit a payment. We once again apologize for the frustration this may have caused. 

  Please check your email as our recovery team has reached out to you for next steps.

• Initial Complaint

  05/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Rhino keeps renewing my insurance policy automatically and charging me monthly. Even after cancellations the policy comes back every 6 months and starts up again. I cannot remove my bank account details from their account portal. They never pickup any phone calls The contact us page with love chat is a broken link Id like them to stop charging me, I havent lived at that property for over a year!

  

  Business response

  06/07/2024

  Hello ******,

  Thank you for reaching out to us regarding your recent Rhino experience. 

  We want to sincerely apologize. We see where you spoke with a support team associate and requested cancellation previously. The policy was canceled and you were refunded, however there seemed to have been an error in the system that renewed your policy. The policy was canceled and we have processed your refund for the amount of $15.67 to your payment method used. Your refund will be received within 5-10 business days of the processing date, but could be received sooner depending on your financial institution. 
  
  We once again sincerely apologize and you should not have any further charges nor should a policy renew. If you have any further questions, don't hesitate to reach out. 

• Initial Complaint

  05/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I tried to cancel my policy for renters insurance but it was denied by my property manager as i filed to early but the property manager posted on there site for me and SayRihno the date of my final day living there after witch it should be cancelled 1/10/2024 with a screenshot I have of this on there site. (the option to try and cancel again was removed as the date was posted of my final day) After said date the did not cancel but renewed the policy and proceeded to take month every month after and when confronted told me they had no information of cancellation.

  

  Business response

  05/21/2024

  Hello ******,

  Thank you for reaching out to us regarding your recent Rhino experience. 

  We apologize for an inconvenience that *** have been caused in regard to your cancellation request and refund. We have reached out to your *************************** and they provided further information. We have adjusted your refund and and you will receive an additional ($55.22) to the card ending in (****).
  

  The full amount should be posted to your account within 5-10 business days.
   
  We once again apologize for the delay and any confusion, we hope that you can use Rhino again in the future. 

• Initial Complaint

  05/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was a tenant at ********************************* and I ended my lease September 2023. Rhino was my security deposit company. Instead of paying a security deposit, I made monthly payments to them. When I moved out, the maintenance company said that I had $3300 in damages to pay. I negotiated and agreed to pay them $1000. I have completely paid the balance and no longer have a balance with them. Rhino has still been charging me a monthly fee of $46.86 since I moved out in September. They have sent me an email showing that the $1000 has been paid in full, which I can provide, but Rhino continues to charge my bank account month after month. I have emailed them to stop charging me and they said that I need to have the maintenance company contact them to make it stop. When I contact the maintenance company, they tell me that I need to contact Rhino. I simple want them to stop charging my bank account and for them to refund my 8 payments of the $46.86 that I made to them since I moved out. I can provide you with all of our emails if needed.

  

  Business response

  05/21/2024

  Hello ******,

  Thank you for reaching out to us regarding your recent Rhino experience. We are happy to assist you with your questions regarding your policy cancellation and claim.

  Upon the request for your policy

  cancellation, it was denied due to an open claim filed on your policy reported on November 8, 2023. Because the claim was not paid until March 19, 2024, we were unable to cancel your policy with an effective date prior to your claim payoff date. 

  According to your electronically signed bond, your policy cannot be canceled if their is a valid claim filed, therefore we could only cancel your policy as of the date the claim was paid. 

  Your policy was canceled and you were refunded based on the date of March 19 for the amount of $120.49. You should receive your refund within 5-10 business days. 

  If you have any further questions, please let us know. 

• Initial Complaint

  04/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Rhino is attempting to collect a fraudulent balance billed from my old apartment. They are not even attempting to resolve or investigate my issue. I moved out in January, my lease ended March 15. I gave proper notice. HOWEVER, the apartment REBILLED me and ADDED OVER $1000 of charges on March 16. I have been going back and forth with the apartments and Rhino but they are not listening to me. The apartments complex has sent in their request of adjustment to their central office but RHINO has not bothered contacting them to confirm this. The statement literally shows that they charged $800+ of rent on the 16th. *** would ONE day past the 15th be that much money? Also, they sent me documentation that someone from the office went in on the 16, 17, AND 18th and added/modified my dates. THis is so unprofessional an dnot okay. I am attaching many documents to this, as all the email thread of communication.

  

  Business response

  05/06/2024

  Hello *******,

  Thank you for reaching out to us regarding your claim. We are happy to assist. 

  We have received your emails and have reached out to your property manager to confirm the information you provided. As of today, we have not received a response back. You may have the property managers email us directly to speed up the process. 

  We are working as diligently as possible, however attempts for response from your property manager have not been returned yet. Once we have the necessary information from them, we will make adjustments as needed. 

  We appreciate your patience in this matter. If you have any further questions, please reach out to us at ************************************.

  

  Business response

  05/06/2024

  Hello *******,

  Thank you for reaching out to us regarding your claim. We are happy to assist. 

  We have received your emails and have reached out to your property manager to confirm the information you provided. As of today, we have not received a response back. You may have the property managers email us directly to speed up the process. 

  We are working as diligently as possible, however attempts for response from your property manager have not been returned yet. Once we have the necessary information from them, we will make adjustments as needed. 

  We appreciate your patience in this matter. If you have any further questions, please reach out to us at ************************************.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In the month of April, we placed a security deposit of $1,350 on a house before being able to view the rental. Once viewed we realized it was not for us, so we found a different house with the same company. Instead of being able to move the funds and pay the difference, we had to put down a new deposit of $1,650 and request for the $1,350 back via funds transfer. Thr site stated the bank would receive the funds 1-3 business days. I am now on business day 8 waiting on our $1350 to be returned to us and all the keep saying is 5-10 business days even though their site clearly says 1-3. They now have $3,000 of our money and you cannot actually speak to anyone and continue to give the same robot answer. We needed this money as our moving funds and still do not have. This is misconstrued on their site and now I am concerned if we will ever receive our funds back.

  

  Business response

  05/06/2024

  Hello *******,

  Thank you for reaching out regarding your recent Rhino experience.

  We sincerely apologize for the delayed processing time of your refund. We understand how frustrating it can be and we are working to ensure the correct turnaround times are displayed. We can confirm that your refund has been processed and returned to you as of April 24, 2024. 

  If you are still having issues, please reach out. 

  Customer response

  05/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

*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. ↩