Complaints

This profile includes complaints for Rhino New York, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Rhino New York, LLC

  99 Wall St Ste 1504 New York, NY 10005-4301

  
• 

  Rhino New York, LLC

  30 Cooper Sq Fl 4 New York, NY 10003-7120

  
• 

  Rhino New York, LLC

  598 Broadway 10th Fl New York, NY 10012

  
• 

  Rhino New York, LLC

  252 1st Ave New York, NY 10009-2629

  

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:04/22/2025

  Type:Product 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 first policy with Rhino was for 8.66/mo. When I renewed my lease at my apartment complex, my second term with Rhino was for 8.66/mo. I am on my third lease now and realized I am being charge *****/mo with Rhino and I never agreed to that price hike of about 40/mo. I was not contacted about a price increase and did not digitally sign anything even though the policy documents say I did in September 2024. I feel like a 450% price increase should require some form of consent from the seller in a situation such as this. On top of that, the monthly rent on that document is incorrect. I am unable to call, unable to use the "contact us" feature on their website. I tried to click contact us then it took me to a log in page, although I was already logged in. Upon reaching that page it said my login information was not correct. I created a new password for their support page and it seems like there is something wrong with their website as it takes me to a page that says I am not authorized to access this page. I eventually tried emailing their support email address and it redirected me to the unavailable contact us feature on their website. A day later a representative by he name of ***** emailed me back and let me know that it is due to "current market trends". The resolution I would like would to be reimbursed for the overcharge. I wouldn't mind if they keep what I owe through the end of my current contract, but I would like the overpayments refunded to me and my rate readjusted to the 8.66/mo as it has been. Or at the very least a better explanation of why the price has gone up so much and why the policy document has incorrect information such as my current rent. It is just upsetting that there is no direct way to contact this company.

  

  Business Response

  Date: 04/23/2025

  Hi *******,

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

  Since your landlord is no longer an active Rhino partner, your property now falls in the most expensive pricing tier relative to its risk profile. However, you still have the option to renew your coverage should you wish to maintain continuity with your Rhino enrollment in lieu of posting a traditional cash security deposit. We will not enroll new renters at this property, but existing Rhino customers can renew as needed.

  We apologize for any frustration or confusion this may have caused. Please let us know if you have any additional questions.

  Best,

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

• Initial Complaint

  Date:04/11/2025

  Type:Product 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 renters insurance was canceled and I moved out of my apt and they continued to charge me. I've left many emails to get a refund. There is no phone number on there site to try and talk with someone. Please help me get my refund back.

  

  Business Response

  Date: 04/23/2025

  Hello ******,

  Thank you for reaching out concerning your recent interaction with Rhino. 

  After review of your account and past requests, I can confirm a refund of $339.50 was issued on 4/9/25. An email was sent to ***************************** to confirm this, and I have attached a screenshot of this email for your review.

  If you have not received this refund that was sent to a **** ending in ****, you can provide the *** tracking number to the bank associated with this card and they will be able to track the status and make sure you receive these funds. The *** for this transaction is ************************

  We apologize for any frustration this may have caused. If you have any further questions, please do not hesitate to contact us.

  Best,

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

   

• Initial Complaint

  Date:03/31/2025

  Type:Delivery 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 was billed for security deposit insurance on a policy that was canceled. I have not lived at that address in over a year. I have tried to reach out to the company and I have not received an email back to resolve the issue. However I did receive a generic email asking if I was happy with the service I received with my problem.

  

  Business Response

  Date: 04/23/2025

  Hello *******,

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

  We want to apologize for any inconvenience caused by your recent experience. Upon review of your account, we see that your policy was successfully cancelled and a refund for $184.19 was issued on 03/31/2025.

  Because we did not receive a cancellation request from you prior to the one that was recently submitted and approved, we would be unable to backdate your cancellation any further.

  That being said, your account is now closed and you will not be billed going forward.

  Please let us know if we can help with anything else.

  Best,

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

   

   

• Initial Complaint

  Date:03/28/2025

  Type:Product 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've been living at my apartment for the past 2 years and I've used Rhino as security deposit insurance instead of paying an actual cash security deposit. My lease renews in April and I was informed that my premium for the year would increase over 300% from what I paid last year. My payment option has been set to my debit card for the past 2 years but now I'm trying to change it to my credit card and the website won't let me do that. I go to "update payment method" and enter in my credit card information and hit "save payment method" and then a pop-up comes up that says "Are you sure you want to update payment?" and I click "Yes, update payment" and then it says "Processing..." and the page freezes until the website times out. I've submitted a support ticket and got a response from ***** whom told me "We have escalated this to our Product team for further review," and then got back to me a day later informing me that the Product team has requested that I update my payment information again, which I did, and got the exact same result as last time. I responded to ***** and got no answer.Additionally, I have decided to renew my lease for 6 months instead of a full year, and Rhino gives me no option to change my coverage. I submitted another support ticket in regards to that, and received an unhelpful response from ***** that I basically have to pay the full ammount and then just trust that my property manager will adjust the lease's terms on his end and then I'll get a refund from Rhino.

  

  Business Response

  Date: 04/23/2025

  Hello *****,

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

  Upon review of your previous communications, it looks like your payment method issue was resolved on 03/27/25. We apologize for any frustration this may have caused.

  In regards to the increase in price on your policy, we confirmed with our Risk & Underwriting team that your renewal premium is accurate. For reference purposes, we note that our proprietary pricing plan involves pricing individual risk factors such as your credit score, income, rent, and your landlords requested coverage amount. Based on over five years of data, our pricing now generally includes more robust pricing criteria which may consider market conditions, your individual risk factors, and the risk profile of your landlord and the property itself. This sometimes results in higher premiums much like any other insurance product in the market. At Rhino, we want you to make the best financial choice for your move-in or renewal process, and reiterate that a Rhino policy is entirely optional. If you decide to opt out, please make alternate arrangements with your landlord to satisfy any lease requirements.

  Lastly, it looks like your term end date was successfully updated to 05/31/2025. You should have received an email letting you know that your policy was cancelled, and how much your refund will be. If you did not receive this, we would recommend checking your spam/junk as it can sometimes land there in error. So you know, this refund will not process until after your cancellation date, so be on the lookout once this date passes.

  We hope this answers all of your questions. Please let us know if we can help with anything else.

  Best,

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

  Customer Answer

  Date: 04/29/2025

  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:

  First of all, who is *****? You answer my complaint and you don't even get my name right. My name is ***. My email that I used for my account is *************************** The fact that you refer to me as ***** shows that you don't give a **** about your customers. 

  And yes, I received the email on April 23rd confirming that my policy was successfully cancelled and I will be receiving a refund of $345.81 sent to my original payment method. I have not received this refund yet. Please verify that this has been sent.

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

• Initial Complaint

  Date:03/26/2025

  Type:Product 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.

  They will not refund a security deposit and insurance for the future. I fulfilled my 2 year lease. Will no longer need this but am forced to pay ******** for the future that doesnt exist.

  

  Business Response

  Date: 04/23/2025

  Hello ****,

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

  Renters are only able to submit one cancellation request for their policy, and the cancellation request submitted on Mar 25, 2025 was denied by your property manager, ******************************.

  To rectify this, you would need to reach out to your property directly. If they agree to cancel the policy, they will need to reach out to Rhino directly to cancel the policy for you. They can reach Rhino Support at ***************************, or you can CC your property manager on past email threads to have them approve cancellation directly as an alternative option.

  We apologize for any frustration this may have caused.

  Best,

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

• Initial Complaint

  Date:01/28/2025

  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 obtained Rental Security Deposit from Rhino. My brother, who passed away, paid the deposit using his card. Now I have moved and Rhino Support refuses to issue a check to me, stating it has to be returned by to the account used. My brother is dead, I don't know what bank he used, and even if I did he lived in another state. I have explained this to a Support person, who refuses to give me a contact number to anyone else i can speak to. She states they only communicate by email. What company will not speak to their customers and why can't a check be issued instead of returning the money back to an account you know is closed? I'm just asking for the company to review the situation and return the money to me.

  

  Business Response

  Date: 04/23/2025

  Hi ********,

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

  We wanted to provide additional clarity on our process and what next steps can look like. Our refunds are automatically processed by our payment system, and we are unable to send this refund to a card other than the one that was charged. 

  That being said, it looks like the refund (for $284.49) processed successfully through our system, so we would not be able to issue you a paper check for your refund at this time.
  
  We would recommend reaching out to the bank associated with the card that was refunded (a **** ending in 9887 and they should be able to track the refund using the *** number: ***********************. I would recommend asking to speak to their escalation line, as they will have more insight in to specific details regarding this refund and will be able to determine what next steps are needed. 

  We apologize for any frustration this may have caused and we are very sorry for your loss.

  Please let us know if you have any additional questions.

  Best,

  Tori & Team Jetty

  Customer Answer

  Date: 04/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I still believe the company needs to change their policies to benefit the customer. 
  
  Sincerely,
  
  ******** ******
  
  
  
   
  
  

• Initial Complaint

  Date:12/17/2024

  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.

  I moved out of my apartment back in February of 2024, where in incurred move out charges that were to be paid by RHINO. The property manager was in contact with RHINO where that were advised that RHINO would be paying over $700 of the cost. The office had the worst time following up with RHINO! A few months later I was sent a balance from RHINO which at the time I was under the impression RHINO had sent the check to the property. I began making payments to RHINO to cover the paid balance. I am nearly done making payments to RHINO and I received a notice of collections from the property owner that the balance was NEVER settled! I am trying to contact RHINO and the customer service is TERRIBLE! There is no phone number and this is an URGENT matter! RHINO NEVER SENT THE PROPERTY THE FUNDS YET THEY HAVE BEEN RECEIVING PAYMENTS FROM ME RELIGIOUSLY! I am beyond upset that I have basically been scammed! And to make matters worse I am looking for even a legal number and there isnt one! RHINO NEEDS TO MAKE THIS RIGHT IMMEDIATELY!!! The worse service ever!

  

  Business Response

  Date: 12/27/2024

  Hello ******,

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

  Upon review, the claims check has been reissued several times over the past few months. The most recent reissue date was December 17, 2024. We apologize for the delay but we do ensure we process and mail payments in a timely manner. 

  Our claims and recovery teams are email only and do not accept phone calls. They have a large scale of claims processing daily and answer emails as quickly as possible. 

  We hope that the property receives the check and settles the collection with you as soon as possible. 

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

• Initial Complaint

  Date:12/06/2024

  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.

  On 11/14/23 Rhino billed me over $900 and covered me for 12 months on a 16 month lease. It was deposit insurance and they did not properly even cover for me moving out. On top of that they stated that they no longer serviced my area when renewal came up. So essentially I paid them for nothing at all. This company is shady and they do not even have an easy way to contact them as I called several numbers and their "chat with us" button does not even appear to be on their website. If you are looking to BBB to see if this company is ever actually going to pay out or support you I would look anywhere else. I have worked for the insurance industry for years and I can confidently say there is not a worse company that exists. Rhino owes me my money back as there was actually no coverage and I cant even communicate with them to complain or get my money back- no telling how this would have worked if I actually had to use their "policy" that I never actually could access. ****************. Cannot provide account number as I believe they just took my money and never actually provided anything.

  

  Business Response

  Date: 12/18/2024

  Hello *******,

  Thank you for reaching out. We apologize that you are having issues with your policy. We are unable to locate a previous policy in your name with your email address, we are only able to locate an invitation in which you applied for a policy and was denied.

  Please note that our customer support team does not have a direct email address or a chat feature any longer. You must reach out via our support inquiry option on the bottom right hand corner on *******************************. Our team will be happy to assist you. We look forward to hearing from you.
  

  
  

• Initial Complaint

  Date:12/05/2024

  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.

  Rhino ************************** has been trying to withdrawal money from our bank for two years. Under the initial agreement, they were to assist with move-in security deposit, but if we did not move-in to that location, contract would be cancelled. We did not move-in to location. It is difficult to reach an actual person associated with Rhino. My Rhino account shows cancelled, but they still try to pull money from our account. Furthermore, they never returned money we did pay upon the application stage. Again, two years now trying to get in touch with them and trying to get them to stop bothering us. Thank you.

  

  Business Response

  Date: 12/18/2024

  Hello *******,
  

  Thank you for reaching out. We apologize that you are having issues with your policy and reaching our customer support team. I'm unable to locate a policy in your name so we are unable to reach out to you directly. Please note that our customer support team does not have a direct email address. You must reach out via our support inquiry option on the bottom right hand corner on *******************************.

  Our team will be happy to assist you. We look forward to hearing from you.
  

  
  

• Initial Complaint

  Date:11/14/2024

  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 rented an apartment that required renters insurance, and my property manager specifically said to use Rhino. Everything was fine, I left that apartment and moved to another state and the policy expired in 2023. (I have email proof of this.) I recently got a charge to my credit card for $182 for a renewal of a policy I did not consent too nor ask for for *********. I obviously log in to my old Rhino account and they say there is an $800 claim against me as well. (Which is funny because there was an alert on my account that I couldnt renew the policy until that claim was paid- so how did it get renewed a year later?) I spoke to my property manager over two weeks after I moved out and he said everything was FINE. This is deliberate fraud. This cant even be a mistake as the policy was restarted by its self a year after it expired. I have picture/screenshot proof of everything and I will HAPPILY get a lawyer to get this all taken care of.

  

  Business Response

  Date: 11/20/2024

  Hello ********,
  

  Thank you for reaching out regarding your recent Rhino Experience. We are happy to assist you with your questions and concerns. 
  

  We see that you have referenced an auto-renewal on your policy with Rhino. The referenced policy is a ***************** Policy that was not canceled upon your move-out. The policy that you stated was canceled was your ************************** Policy. These are separate policies and in turn, must be canceled separately. The ************************** Policy was canceled proactively due to a claim filed by your property manager. 
  

  Upon review, you did cancel your renter's insurance policy as of November 14, 2024, and you should receive a refund within 5-10 business days of that date. 
  

  As for the claim filed on your account, should you wish to file a dispute, you may do so by emailing our ******************* at ************************************ They will be happy to assist you with any questions or concerns you may have. You may also contact your Property Manager with any questions or clarification you may need. 
  

  If you have any questions, don't hesitate to reach out.