Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/04/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a renters deposit insurance policy with this company that expires on April 4th 2024. My apartment complex is no longer using this company for deposit insurance. I keep getting emails that my deposit insurance policy will auto renew and theres no way for me to stop it from renewing on the website and they have a number to call but no one answers the phone so theres no way for me to stop this money from coming out of my account. I need the company to please stop the auto renewal. Please help.

  Business Response

  Date: 03/05/2024

  Hello *****,

  Thank you for reaching out to us regarding your recent Rhino experience. We are happy to assist you. 

  Upon review. We can confirm you submitted an opt out for your policy renewal and that your Rhino policy will not renew. Your policy will expire on April 3, 2024. No further action is required of you.

  If you need to reach out support team, please reach out via our chatbot. You can access the support chat bot by visiting the Rhino website or through our ******************* We have live agents who are available to assist you via live chat from 10am-5pm EST Monday through Friday.

  Customer Answer

  Date: 03/07/2024

  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

  Date:01/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had the worst experience as a tenant at one of CMCs properties. I signed up to move in to this property along with my fianc and from the beginning it was horrible. The then leasing manager (**********) was not equipped to fulfill her role and it showed immediately. After the hassle of getting everything in order I was finally prepared for move in. I had my mother, step father and friends to assist. We arrived to a unit that had not been cleaned in years. Air vents caked up with dust, holes in the drywall, food and dishes in the oven, a hole in the tub, trash on the floor, red pubic hair in showers and toilet, dirt as well in shower and toilet, warped drawers with mold, filthy carpet with toenail clippings everywhere, nails drilled in the balcony for Christmas lights Id assume, filth everywhere in the laundry room, lifting lvp flooring, doors that wouldnt properly shut, missing light fixtures, stains on countertops, left over food particles in the fridge and microwave, a broken dishwasher and garbage disposal, previous tenants ****************** in drawers, no grease traps under microwave and the list goes on but Im running out of characters. When I made the office aware of this they seemed reluctant. I was provided a refund on the cleaning fee.. thats it from this so called luxury apt. Ive stayed in luxury apts, this isnt one. The gates dont work, youll be harassed by local businesses because the janky valet trash service they use ********** your trash in their dumpster (I have the voicemails and ring footage for proof) their maintenance do not wear uniforms so if you get a knock at your door at 1am from a guy in a blue t shirt and jeans that you cant recognize he may or may not be an employee of theirs (again I have video proof) amenities may or may not be available during your lease (i.e. the ************** that was down for 18months) and did I mention how my move in form listing all of this was conveniently misplaced but I had to go and find out?

  Business Response

  Date: 01/19/2024

  Good morning. 

  ************** took out a policy with RHINO.  The RHINO contract is a policy in lieu of a security deposit.   RHINO is the corporation contacting **************, not CMC.  A Claim was submitted to RHINO to cover some of the moveout costs, but we have not even processed his final paperwork yet.  We have not received any communication from RHINO yet with regards to what portion of the filed claim they are choosing to honor.  At this point, ************** has not received any Moveout Paperwork from us.  Once we receive the paperwork from RHINO and process his moveout, we will be sending ************** a detailed Moveout Statement which itemizes any charges he may be responsible for.  ************** was made aware that his paperwork has not yet been completed in an email sent to him on 1/19/24 @ 10:10am:  

  "Hello, Rhino is a service that is offered in lieu of paying a security deposit. Even though Rhino has reached out about your policy, we have not yet received paperwork to determine the final move out charges. Once paperwork is received from the property and Rhino, we will send you the final move out statement to the address you provided. All communications regarding disputes need to be in writing for record-keeping purposes."

  Thank you.
  

  Customer Answer

  Date: 01/19/2024

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

   Complaint: ********

  I am rejecting this response because:

  Ive used Rhino before and never received an unsolicited bill. However, this may be how CMC handles business. I cant accept this until I receive the final notice from them that theyre referencing. 

  Regards,

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

  Customer Answer

  Date: 02/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I say this because all theyve said is what theyll try to do. Meanwhile I have documentations proving that the unit was in horrific shape when I moved in yet no one seems to or seemed to care. I look forward to hearing what their actual resolution is. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 03/12/2024

  Hello ******,

  Thank you for following back up. 

  Our recovery team sent you correspondence via email on February 22, 2024 with information regarding your dispute resolution and offer to settle. 

  Please check your email for further details. 

• Initial Complaint

  Date:11/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rhino is charging me for multiple claims where as the management is only charging me one claim. This needs to be corrected immediately, I have reached out to them on multiple occasions now I am getting fed up, I have not lived there a full year and I am still being harassed.

  Business Response

  Date: 11/24/2023

  Hello *******,
  

  Thank you for reaching out to us regarding your Rhino Experience. We would love to assist your with your concerns. 
  

  Upon review, you have an active claim with Rhino that was paid out to your property manager. If you are providing payment directly to your property manager, please reach out to our
  Recovery team at ************************************ with any documentation you *** have that supports this. Once all supporting documents have been provided, we will review and provide you with an update as soon as possible.
  

  We apologize for any frustration that *** have been caused. 

• Initial Complaint

  Date:04/17/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The judgement was rendered to defendant for eviction/possession they did refuse any rent owed and now there third party Rhino LLC security deposit insurance is trying to charge me for a security deposit which they a aware that indigo apartment management file the the eviction and chose to not accept rent payments owed from emergency rental assistance due to them file for possession to evict myself they forfeit the two months rent owed. Not to mention the problem I had documented in the apartment on check list three days into my lease It had not been repaired but I was told they would have adjuster come look at it didnt put two together until I noticed they were trying to pass my needed repairs off as damage from a storm which didnt occur. These problems were there prior the rust inside bathroom sink and chip parcelin/ enamel inside bathtub and old appliances were advertised as renovated apartments couldnt be further from the truth. After moving in I watch the maintenance people move appliances from apartment someone moved out of and put into another apartment now I learned where all these roaches were coming from which when I reported this on there tenant portal they try to put up a paper later announcing to other tenants pest problems like other tenants were responsible when you clearly see people constantly moving out as soon as they move in. This company is harassing me to pay something when the apartment management broke the lease not I.

  Business Response

  Date: 04/24/2023

  Hello *******,

  Thank you for reaching out to us regarding your Rhino experience. We would like to take a look at your concerns.

  You will need to file a formal dispute with Rhino. To do so, please provide us with the following information: 
   
  1. A statement providing specific details of your dispute. Be as thorough as possible.
  2. Supporting documents, such as photos, videos, emails, text messages, invoices, etc. 
  3. Once all supporting documents have been provided, we will review and provide you with an update as soon as possible.
   
  Please feel free to disregard any automated emails you may receive in the interim. 
   
  We will be happy to assist should you have any additional questions or concerns

• Initial Complaint

  Date:11/14/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My lease ended in August 2022. ****************** billed Rhino for $143.42 for the final utility bill. Rhino contacted me and said they had paid ****************** on my behalf and that I owed Rhino $143.42. On August 26, 2022, I made a credit card payment to Rhino for $143.42. On or about November 7, 2022, my credit report shows a collection for $143.42. I spoke to *************************** at ****************** and she showed me that payment had been received on September 7, 2022. Rhino filed a false collection action against me through ********** Systems.

  Business Response

  Date: 11/15/2022

  Hi *******,
  

  Thank you for reaching out to Rhino in regards to your recent experience with a collections agency.

  We want to apologize for any miscommunication you may have received. Your account was not sent to collections by Rhino. Additionally, we do not work with ********** Systems. Your account is on record with Rhino as paid and you do not owe Rhino any further payments.

  You may reach out directly to the collection agency to be provided the information of who the creditor that submitted your account to collections may be.

  If you have any additional questions or concerns that we can help you with, please reach out to us at ***********************************.
  

  
  

  Customer Answer

  Date: 11/22/2022

  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

  Date:06/08/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I looked at a duplex in a nearby town and I looked at the website the property management company recommended (RHINO) for security deposit insurance. After looking at the property we decided it was in too poor a shape, so we looked some more and found a nice apartment with another company. THEY also used RHINO, and sent us a link to sign up for security deposit insurance, and renter's insurance. I went through the process, paid over $400, but when I received confirmation of coverage, RHINO had inserted the address of the duplex we had rejected. RHINO tells me I can only REQUEST cancellation, but the original property management company for the duplex will have to approve the cancellation. In the meantime I'm out $222, AND have to pay for new coverage here, AND if the property management company does NOT approve, RHINO will be keeping my money for no service.

  Business Response

  Date: 06/27/2022

  Hello *******,

   

  Thank you for reaching out to us regarding your concerns. We appreciate you taking the time out to provide feedback regarding our services as well. 

   

  Upon Review, It looks as if your policy was canceled and a refund of $222.42 was processed on June 11, 2022. Can you please let us know if you did not receive this refund. 

   

  In regards to the mistaken address, there was a technical error on our end that did not correctly update the address when you applied for the new property. We apologize for this and are working diligently to ensure this does not happen again. Please know that all your feedback and concerns will be shared with the appropriate parties so that we can prevent others from this experience. 

   

  If you have any further questions, please reach out to us at ***********************************