ComplaintsforRhino Roofers

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,
  
  ***** ******

• Initial Complaint

  08/23/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Earlier today, 21 August 2021, Rhino Roofers trespassed on my property and left a card on my front door. I have 3 signs on my front door saying NO SOLICITING. SEE ATTACHED PICTURE FOR MY FRONT DOOR. Please explain why and no further contact.

  

  Business response

  08/23/2021

  We are sorry we seem to have upset Ms. ********** to the extent she would file a complaint with the BBB.  We believe we honored her request by not knocking on her door or ringing her doorbell and disturbing her.  We, in fact, instruct our salespeople to be respectful and honor "no soliciting signs" and not disturb homeowners with such signs on their homes. Our salesperson would have not knocked on her door or rung her doorbell and would only have left a card if they noticed that her roof showed signs of damage to the extent that she could use our help. 

  Customer response

  08/23/2021

  Complaint: ********
  
  I am rejecting this response because: My signs say NO SOLICITING. Putting a card on my door is soliciting so that response is NOT ACCEPTABLE.
  
  Regards,
  ******** **********

*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. ↩