Complaints

This profile includes complaints for Rhino Roofers: San Antonio Roofing Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Rhino Roofers: San Antonio Roofing Company has 2 locations, listed below.

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  Rhino Roofers: San Antonio Roofing Company

  4949 N Loop 1604 W Ste 250 San Antonio, TX 78249

  
• 

  Rhino Roofers: San Antonio Roofing Company

  1311 Chisholm Trail Rd Ste 401 Round Rock, TX 78681-2970

  

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:01/30/2025

  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.

  We chose to go with Rhino Roofers although they were the most expensive. We did not know they subcontract their work, as the brochure provided to us does not state that and shows a picture of their employees. If we had known the work was subcontracted, we would have gone with a much cheaper roofer. ****************** shingles can be purchased with warranties elsewhere. The final product we are completely unsatisfied with and have had to contact our insurance company, send them pictures, and also get 2 building inspectors. We have also contacted the city of **********************************************, and ***** ******** *******. It appears as if our roof will need to be completely replaced. We have been advised by our insurance company not to pay any more money until the work is completed to our satisfaction. Some of the promises in their flyer are "We will build a tough roof following the strictest Industry Standards, We adhere to the highest safety standards, We are insured so that if anything goes wrong, you're made whole, We will make the process as Easy and Stress free as possible. Dealing with this company has not been stress free. The work was done with workers not wearing PPE, it has been subcontracted, a 3800 sq foot roof started and finished 1 one day, the shingles have ripples and buckling, along with other notes. We were in no hurry to get the job done. We are trying to work with the company but the owner yelled at my wife that he will put a lien on our home if we don't pay within 90 days. We have advised our insurance company. The excuse is that the weather caused the shingles to not set down. If the weather is the problem, why did they install the new roof in cool weather? The picture of the shingles on the ***** Corning website shows that the shingles must lay flat. The owner of Rhino Roofers stated ****************** representative will look at the workmanship/craftsmanship along with the shingles. We are not satisfied with the workmanship/craftsmanship.

  

  Business Response

  Date: 02/18/2025

  We certainly want the ********* to be happy with their final product and are not sure what else we can do to make her happy. It is always our goal to provide a 5-star experience. 
  
  Let me address the several concerns ******** ******** have expressed.

  Subcontracting work: The vast majority of roofing companies, including the most reputable in the country, use subcontractors. The subcontractors we work with are the best in the city and, consequently, we pay a much higher rate for their services than most roofing companies pay their subcontractors. These crews are highly coveted and work almost exclusively for us. We do not just go find any crew available. We do not advertise use of subcontractors nor do we promote that our crews are in-house ** employees. Along with working with the best subcontractors, we always provide an on site project manager who is a Rhino Roofers employee to ensure a quality build and experience.

  Could have gone with a much cheaper roofer: This was a roof paid by their insurance company due to damage found on their roof from a storm. The ******** personal out-of-pocket expense for this roof was their insurance deductible. They would have paid that same deductible whether they went with Rhino Roofers or any other roofing company. The only way they could have paid less is if they went with a roofing company that covered their deductible, which is illegal in the state of ******

  ***** Corning shingles can be purchased with warranties elsewhere: Not entirely untrue. However, as a trusted Platinum Contractor with ******************, we are able to provide warranties that exceed the coverage of most other roofing companies. Further, the product is not the shingles. The final product is a well constructed roof that stands the test of time and can be backed by ****************** warranty. We use a build process called "Total Protection Roofing System" that uses the proper components to allow for the better than average warranty by the manufacturer.

  Had to hire 2 inspectors: It may help to resolve this matter if the ********* provided the results of both those inspections as both inspectors found the roof to be well built.

  Built in 1 day: We use highly experienced crews that know how to build to our standards. The crew uses twice as many installers as an average crew and has multiple nailers. Because of this we are able to replace most shingle roofs in one day. We do this as a benefit to our customers and I'm not sure we've ever had a complaint, prior to this one, how quickly we're able to finish the project.
  

  Shingles are rippled and buckled: This is normal during cold weather months. When asphalt shingles are installed in cold weather, their sealant may not activate and fully seal until warmer temperatures arrive. The asphalt in the shingle stays a bit rigid and relaxes and fully seals in warm weather. I believe both inspectors shared this with her. Asphalt shingles, by code, can be installed in temperatures as low as 40 degrees Fahrenheit. But, when below 60 degrees will tend to not lay flat until temps get in the 70s+ for 2 weeks straight.
  
  Yelled at ********************* it is unlike ***** to yell at anyone, I apologize if he did. I will tell you it is frustrating when we know we did the right thing and Mrs. ******** has seemed to look for every excuse not allow us to be paid for the work when we and 2 experienced inspectors have told her that the roof is properly built.

  They have been trying to work with us: Mr. ******** has never spoken with anyone from our company that I know of. Mrs. ******** had only expressed all of the complaints listed above which are unfounded. 

  We will place a lien on their house if we are not fully paid for the work: Yes. We will. It is our policy and we very rarely have to exercise this option and hope to not have to do so in this case. We are not in business to build quality roofs, affirmed by 2 independent inspectors in this case, and not get paid for our work. 

  The final complaint is they are not satisfied with the workmanship/craftmanship; however, our project manager and 2 independent inspectors (both hired by Mrs. ********* have reported that the roof is built correctly and the only issue is a temporary cosmetic issue from the shingles not laying fully flat until the roof receives 2 weeks of warm weather.
  
  Also, we did offer to have an ***** Corning quality inspector to come inspect their roof and she refused as she claimed they work for us. They don't. They're just as interested in ensuring quality as we are because they are backing the warranty and do not want to have to pay that out if a roof was improperly built.

  Again, if the ******** would like to provide the results of both of their independent inspections I believe this would resolve this matter.
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/21/2024

  Type:Service or Repair 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.

  Rhino roofer did two projects to the house on November 2022, Rhino install a new roof that project turn out O.K and is done. The next project was the gutters on April 27, 2023 they came out to install the gutters just to one side of the house. The man were going to come back and install the gutters on the other side of the house never came back or call for them to install the gutter. The gutters that were installed on the other side of the house. It fell apart in six months. Total estimate was ********* but the gutters were ********. I emailed Rhino on August 10, 2023 to let them know about the gutters got NO RESPONSE!! another email On October 30, 2023 Let them know how much longer to install the gutters got NO RESPONSE!! another email On February 5, 2024 if the job was ever going to get done or something NO RESPONSE!! On February 9, 2024. I called Rhino ***** answer I told her my situation so she said she will call me back in 15 minutes-later to let me know that *** the manager was in charge of the gutters department that he was going to call me on Monday, February 12, 2024. *** did not call or got NO RESPONSE. I just want to resolve if Rhino will be finishing the job if not get a refund or a partial refund I would like to solve this issue please. Thank you

• Initial Complaint

  Date:05/31/2023

  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.

  Since my roof replacement it keeps leaking at one of the vents. I have water coming down onto my indoor AC unit. I had Rhino out before and they told me they failed to seal it the first time. Apparently it has been leaking as I found water in the utility closet and for the last two weeks I have had a bucket under it to catch the water. I called and left my information and NO ONE has called back. My old Roof DID NOT LEAK!!!! It was just old. Why is the NEW ONE LEAKING???????

  

  Business Response

  Date: 05/31/2023

   

  ******,

  We're so sorry you're dealing with this and we are always available to help. It's unlike us to not take calls during normal business hours or return calls, especially when one of our customers is unhappy. I'm in the process of investigating what may have happened.

  Just as importantly, I understand ***, our Production Manager, called you this afternoon and we're scheduled to be out their tomorrow afternoon after 4:30p. I can assure you we will resolve this issue and hopefully make you happy.

  Ultimately, we want you to be completely happy with your roof and are committed to ensuring that happens.

  We're confident *** and the team will get this resolved for you quickly. Please reach out to me directly should you have additional concerns.

  Looking forward to getting this resolved.

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

  Managing Partner

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

  Customer Answer

  Date: 06/10/2023

  Complaint: 20124710
  
  I am rejecting this response because: Although you sent someone out they failed to bring a LADDER and could not even get on the roof. They then setup a time to come out and repair, KNOWING I wanted to be there. The time was set for 5PM... and to my HORROR they came to my home and proceeded to cut a hole in my roof , enter my property without my permission, never even bothering to give me a quick call or text. , I was to be home to make sure that what i was told previously without someone being on my roof was what was actually wrong and to be there INSIDE the home to PROTECT my AC Condenser unit, which wasn't done. I was left with a gaping hole in my ceiling, letting in HOT air from the Attic and debris all over my AC condenser unit. Which I was left to vacuum the debris off of it myself, purchase a cleaning product and try and repair the damage done by Rhino Roofers. Had they just done what they said they were going to do, I would have been home, made sure the unit was protected  and the hole sealed until they could get a drywall person out, but no, seem the only consistency is they never do what they say they are going to do. And here I am once again sitting around on a Saturday waiting for the repair people who were suppose to be here half an hour ago. Do you think my time is not valuable? This makes THREE appointments to fix something that should have been taken care of the day you put my NEW ROOF on. I was here at the house that day. But no one mention the vents.  Yes, Rhino will apologize, and yes, they will come out every time you call and say they will fix it. but it takes three or four try's before they actually do fix it...but after 9 months and I believe 6 or 7 trips out here I am still dealing with their incompetence. And what makes it double wrong is they just drop the ball and make the customer pursue the fix... This is my LAST time trying.  Its not like I am asking for anything other than what I paid for.... 40 minutes now waiting. And now I am being told they will be here by three AN HOUR LATER than scheduled, An hour I could have been doing the things i need to get done on a weekend. NO RESPECT..
  
  *****************
  
  *************************

  

  Business Response

  Date: 06/12/2023

   

  We will continue to attempt to resolve ******************** issues if she'll allow us. While the project hasn't gone perfectly well, we believe we have worked in good faith and effort in helping resolve issues with her home. The most recent service call was related to an old leak stain she had in a closet that appeared to be from the old roof. We performed tests to determine there were no leaks in the new roof we installed. We decided to not debate it and agreed to have a drywall crew come in to repair some drywall at our expense.  We're not a drywall company. So, we relied on our contractor network and she is correct in that they were, unfortunately, late. However, they were working on replacing the drywall, taping, floating, texturing and painting.  This is a very long process as there are materials (plaster and texture) that need to be applied and allowed time to fully dry (cure) before the next step can be completed.  She became frustrated and forced the crew to leave before they completed the job.  The newly installed roof looks great and is in excellent shape and carries our warranty. It is ultimately our goal to get her to a place where she's happy, again if she'll allow us to do so.

  Customer Answer

  Date: 06/12/2023

  Complaint: 20124710
  
  I am rejecting this response because: The leak was not related to the old roof since your company removed the old roof and that's when it started leaking. You came out previously for the same issue and I was told by your employee that you failed seal around the vents. Now you have changed the story to its because of the old roof. So your employees are liars as well or they just don't know what they are doing and just say anything???  I had NO water entering my home with the old roof and I do have the Home Inspectors report from the purchase of the home not even a year prior to you putting the new roof on it. NO LEAKS! The issue I have is I paid over ten thousand dollars for a new roof and a fence, NINE months ago, and it has been NON-STOP problems since. Four times you came out to fix the gate and finally just rebuilt it and put in new post and then you had to take down all 120 feet of fence because you put it up incorrectly and it was falling down. And then three times for the roof. And you don't understand why I am upset??? I did my job which was to pay you over ten thousand dollars, How about you do your job, do right and we can all move on. You have been here so many times my neighbor asked me if I was having an affair with someone from Rhino Roofers. You have zero respect for me and my time and the right to enjoy my home. When I spoke to ******************************* he said " I am not sure what exactly you want me to do? Reschedule for a more convenient time?" Thats hilarious... You mean a day where I can just sit and wait for your employees to decide to show up? It was already scheduled for a convenient time. YOUR company failed to show and then failed to bring the materials and then failed completely. Leaving me to clean up Rhino roofers mess once again. I would think after NINE months of me taking pictures of your shoddy work, and keeping a journal of every date, time, person i spoke to.... you would choose to make it right. But nope. You chose instead to threaten me on the phone. Remember that? I do because I recorded it. You threatened to hang up on my because I was upset at 8PM and your crew was still not done having disrupted my life for the last 6 hours. UNCONSCIENABLE!

  I had to have an AC company come out and inspect my condenser, I had to purchase cleaner, twice and i have missed work multiple times because of your inconsiderate employees. And all this time, for 9 months I have been understanding, cooperative and pleasant, trying to work with you to resolve this.

   I want reimbursement and a personal apology from *****. I think $1000.00 will cover it, all of the expense paid out of my pocket, time off of work and mental anguish and the disrespect from your employees.
  

   

  
  Regards,
  
  *************************

• Initial Complaint

  Date:10/18/2022

  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 Roofers staff provided an estimate to replace the roof on my home. On 10 October 2022 Rhino Roofers was given a deposit check of $2,279.00. I was told that a tarp would be put on my roof to prevent rain from entering my home until the roof is replaced. On 12 October 2022, I received a text reading, "our production manager gus, will call you today and set the build date. I just got with him to make sure we get you set up". I text explaining I was in a mandatory all training and would be available after 6 and he (**) responded, "Ok I;; have him call you after 6". At 10 p.m. I text ** advising that I have been waiting for 4 hours and no one called to schedule a time and day to replace my roof. At 10:19 p.m. ** text, "I will ensure they call you first thing in the am. They got a little behind, but we will definitely call you tomorrow." On 14 October 2022, ** text, " Production knows to call you 1st thing Monday to schedule asap". 17 October 2022, I text ** that he has received over $2,000 from me over a week ago and I asked for my roof to be fixed before it rained again and now water is pouring into my kitchen. No one responded. There is no tarp on my roof. I am now being ghosted by Rhino Roofers after giving them the check for $2,279.00.

  

  Business Response

  Date: 10/20/2022

  While we disagree with *******' allegations we do agree that the best resolution is to refund her deposit and wish her well in working with another contractor.   

• Initial Complaint

  Date:08/09/2022

  Type:Service or Repair 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.

  Rhino Roofing came out and replaced my roof on my home and shed on July 28, 2022. I thought they did an exceptional job. The following day when I entered my shed I noticed debris and nails on the floor. I cleaned up inside the shed I didn’t know how that got on the floor inside the shed since the workers were on top of the roof. I wasn’t going to make a fuss about because it was just my shed. On ****** 4th I pulled the string to lower stairs to enter my attic. When I open the stairs granules fell onto my carpet. I was thinking I hope what happened in the shed didn’t also happen in my attic. I entered my attic to see granules in the acoustic blown installation, on top of the A/C heater/furnace and also in the walkway. I also saw pieces of black paper along with the plastic wrapping that was around the packets of shingles. I immediately placed a call to **** ******* with Rhino Roofers and asked how would that get into my attic, the granules, black paper and shingle wrapping. I then told him that’s not the only place that it was, it was also in my shed but I had cleaned up the floor but not the shelves. **** mentioned that he wasn’t sure how that happened but he would let *** one of the supervisor at Rhino Roofers would give me a call. I let **** know that I was upset about my attic, I hadn’t been about the shed but this now made me upset about both. I mentioned to **** that I felt they did a good job but this made it appear that they didn’t care about the quality of work they performed. I sent **** videos of granules and trash in my attic and shed. **** then passed that information onto ***. I spoke with **** at 8:06 am on Thursday morning *** called me at 10:08 am. *** said he would send one of his guys out to pickup the debris and clean. I mentioned to *** that I didn’t know if the granules would damage my acoustic blown installation and you can’t vacuum it up. I told *** I would need to make some calls to installation companies to see if my installation was damage

  

  Business Response

  Date: 08/19/2022

  Mr. ******, we are extremely sorry for this issue, the inconvenience, and the bad feelings it's caused. We're committed to doing what we need to do to make you happy with the outcome. Please call ***** **********, at your convenience, at ************. It seems he's tried to reach you a few times but gets voicemail.

   

  The granules, nails and other debris can get into your attic and shed when the penetrations (pipes, exhaust vents) are removed before the old shingles are removed. We're working on a solution to try to minimize or prevent his in the future.

   

  Looking forward to working on a solution for you.

  Customer Answer

  Date: 08/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17687221, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** ******