ComplaintsforRhino Shield of Cleveland and Northern Ohio

• Initial Complaint

  04/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2019 had Rhino Shield applied to my home and large garage it is T 111 wood and also my soffit gutters and down spots After a very long wait for the crew to arrive they started preparing the home and showed up 3 different times with 3 different colors of brown paint after much frustration I decided to ask them to change the color to a grey blue color It turned out much bluer than I would like At present time the rhinoshield is peeling of of my House and mostly the garage and trim including gutters and downspouts I have been contacting Rynoshield for years although the office said that I only tried contacting them last July I was given a 25 year warranty and am to this day waiting for them to fix the damage they made to my home I have contacted 3 painting company’s that tell me that they can’t fix the rhino shield I have contacted a attorney that tells me it would be to expensive to take this to trial Myself and many others don’t know how this damages can be fixed without covering up the damage

  

  Business response

  04/23/2024

  On March 27th **** (our service/production manager) sent Ms. ****** an email stating that we would get out to do her service in approx 4-6 weeks. We were waiting on the weather to get a little better so that we could service the areas that needed addressed. We are currently at the 4 week mark and Ms. ****** has already been scheduled for the week of April 29th.

  

  Business response

  04/30/2024

  Rhino Shield sent a crew out to do the necessary repairs on Ms. ******'s house on April 27th. At that time she had told **** our production manager that the whole house needed re-done. We explained to her that it was not necessary to redo the whole house and we were more than willing to do the areas that needed repaired that day. Ms. ****** refused the repairs and would not allow us to do any work.

  Customer response

  05/06/2024

  [[BBB transcription via email; see attachments]]

   

  This is *** ****** complaint #******** I feel that no resolution  to my complaint is far from being resolved  and feel it is requiring further actions After my original complaint I did receive a call from ****** ****** the project manager for Rhino Shield in a prompt  timeline after many years of of contacting many people associated with the ********* coating company I had many things happen in my personal life including my Husbands death unexpectedly at age 56 in January 2020 and my special needs Brother in Law having major heart problems and needed much assistance to place him in a assisted living facility  ****** called me the morning of April 27 2024 telling me listen to what ****** the head of the sub contracted painting crew for Rhino Shield .When the crew arrived ******  assessed the condition of my home and the unattached two stall garage . He informed me that he was not going to get paid for what he called a total redo on the project. He had been shown a very few pictures and was told to only scrap prime and paint those areas only. He informed me that what he was contracted to perform would not even come close to fixing the is***s because the  damage to my entire home and garage is too extensive . ****** called ****** and said that he was to only patch up small areas. ****** asked me to call ****** myself which I did .I called ****ua and tried to have the same conversation that I have been trying to converse with him many times. I had told him many times that we needed to come up with a solid plane because I didn't feel that his 10 minute visit over a Month ago was even being heard by him.I had asked him many times that I would like to discuss the damage to my home and I asked him repeatedly to be present when the painting crew arrived and was told that he refused to meet with me any further. He just kept shouting at me wanting me repeatedly to say that I was refusing the service which I repeatedly told him that ****** had told me that his service would not fix the damage to my home and garage because Rhino Shield  was only paying him for a couple of hours service .****** informed me that the every surface of my house and garage would need scraped power washed take down the downspouts which he pointed out still had one of the many brown colors that were applied to my residence and caulking between the groves of the T11 wood.  ****** gave me his phone number and I think he  wanted  me to hire his crew myself.I told him I had already paid for this job already. I have enclosed a quote  to put siding over the damaged wood because I have been advised by 3 different painting contractors that the t111 wood is too damaged. I will be getting a different quote from another contractor within a few days that also after viewing my damage that that is my only option. I met with the owner  of ********** builders last year and his is also writing up his assessment and recommendations for a solution which is siding although I love the wood look on my home it is my only solution. I wouldn't refuse the service but ****** pulled them from my service. I have enclosed many pictures and have many more of the damage to most of my home gutters. The shutters of my home are not even attached to my home and the overhang is still brown. The original Rhino Shield project lasted the entire summer and the detached garage    was never power washed and in ******s opinion was never primed  

  
  

  

  Business response

  05/07/2024

  Per the conversation Ms. ****** had with **** he stated that Rhino Shield would not re-coat the entire home when the entire home does not need it. We pulled our service crew off of your project because you refused our services. We offered many times to service the troubled areas which Ms. ****** would not allow us to do because she insisted the entire house needed to be redone. Overall, there are only a few areas that need to be serviced. Once again, we would be more than willing to service the areas needed if Ms. ****** would allow it. 

  Customer response

  05/10/2024

   I am rejecting this response because:
  
  I have submitted many photos to show the damage done to the integrity of my t11 wood siding.There is virtually not one wall of my home and mainly the two car unattached garage. I met with ****** the project manager for Rhino Shield on March 12 2024. He only stayed for less then 1/2 hour and he refused to acknowledge the extent of the damage to my surfaces.  I had contacted many times and advised him that he damage had become worse since his visit and asked repeatedly to have him visit again and that we could come up with a plan and he refused  to do so . He called me the morning of April 27 and I can only called it bullied me shouting at me and once again refused to meet with me.He told me to just lisen to ****** the paining sub contractor .When ****** arrived he informed me that he was only getting paid to patch a few areas and was only getting paid for a few hours of work which I would not be saticfied with because the whole project is a total redue. When I contacted **** he started shouting at me and pulled the crew saying that I am not getting a total redue because I believe he knows that that is not possible because of the extensive damage done to my wood .I would like to met with **** again with a mediator to find the true answers if my wood can even be saved . I have be advised by 3 paint contractors that it can not be repaired and I am recieving  a new quote today to have my home and gagage sided to hide the damgage done .I have read other BBB complaints against this company and it seems to be a pattern to bully thier customers as I feel I have been .At this time I am asking for a total refund so I can put it toward the cost of the siding so I will not be dealing with a company that I believe know that my wood is to badly damaged and can not be fixed 

   

   

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We decided to make the investment in our home and hired Rhino Shield to do the work and paint it. We have a solid brick home that was built in ****, and has 69 windows. October 24th was the first day that they were here. They spent about 2 hours power washing the house, and were not able to reach all of the brick without scaffolding, so they just didn't do those areas at all. Next thing I know the windows are all being taped. They never got up on ladders to scrape any loose paint that needed to be removed. They never checked around all of the windows to see if they needed scraped, or re-caulked. No prep work other than power washing and taping off the windows. Once the windows were taped they began priming. The crew leader, *****, came by to pick up our paint and trim colors, then left to go get the paint. He returned a little while later. The crew worked until 6p. or so this first day. The 2nd day they were here, October 25, they finished up with spraying the primer, on the south and east end of the house. Then switched over to the paint, after I signed off on the colors, and began with painting on the north east end of the house. After a couple of hours, they started removing the plastic from the windows, again on the north-east end of the house, and a couple of crew members began painting all of the trim work. They worked here *********** 7pm. On day 3, October 26, they finished up the painting, and were still working on the trim work. in the afternoon, around 2:30p, a young girl knocked on the door. She was the daughter of the crew leader. She said they would be finished today and wanted paid. I gave her a check for 'half' as per instructions from my husband, but told her that ***** would have to come back and do a 'walk around' with my husband to inspect the work. I informed her that my husband would be home on Friday evening, and wrote down his cell number for her dad to call him directly to set up a time for the inspection. On Friday, Oct. 27, they showed up in the morning again, did some clean up work, then knocked on the door. They asked if ***** was here, and I told them he would be home after 6p. So they left, eventually. My husband, *****, met with ***** on Saturday Oct. 28, and was not pleased at all. So he went around with the guy, took pictures and showed him the things they did not do, and ***** said they would 'fix it'. So they came back on Oct. 31 and Nov. 1st to work on things. ***** comes home on Friday, Nov. 2, and is still not happy with the work, so he calls and talks to the supervisor from Cleveland office. This guy, ****, comes down, and walks around with my husband, and they are talking and taking pics. He tells's *****, I will have them come back. At this point, my husband just wants to cut ties, and asks for our money back. **** tells ***** to let them come one more time, and if he's not happy then they will refund us. (Note: this entire work crew could not speak any english, except for ***** and his daughter.)

  

  Business response

  12/18/2023

  In response to the complaint from Mr. and Mrs. ******* Rhino Shield has addressed all their complaints and completed their houuse. We apologize for any incoveniences, this is very unusual for Rhino Shield to have these complaints. The Toward's have signed the completion form and paid Rhino Shield in full.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted Rhino Shield to do siding on my home; my home is an older home. I only wanted to them to repair the siding on the left side of my home, however the contractors advised that I do the entire home. I am 80 yrs old and live alone, and cannot do home repairs myself. I trusted their advice and was given two estimates. I gave them $1000 upfront as a deposit before receiving the 2nd estimates because they advised they could get started right away. The first estimate was $12k, and I told them I could not pay that amount. They then gave me a 2nd estimate for $9k, which I still could not afford. They then offered to finance the rest of the charges, however I did not qualify for their financing through ************ At this time, I wish to receive my deposit back because I feel that I was mislead and no work was completed, or agreed to be completed.

  

  Business response

  07/14/2023

  We are sorry to hear that **************** feels he was misled, Rhino Shield does not finance our customers, this is handled by an outside source. If he was unsure of his ability to secure a loan for the project he could have contacted a lending institution prior to signing a contract with us to avoid this problem. The office contacted him and offered to extend his contract until **** to allow him more time to gather the money together but he did not agree to this.

  

  Business response

  07/14/2023

  We are sorry to hear that **************** feels he was misled, Rhino Shield does not finance our customers, this is handled by an outside source. If he was unsure of his ability to secure a loan for the project he could have contacted a lending institution prior to signing a contract with us to avoid this problem. The office contacted him and offered to extend his contract until **** to allow him more time to gather the money together but he did not agree to this.

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Summer of 2021 we paid $25,000 + $ 200 of wood repair and replacement for Rhino Shield paint. Rhino Shield assured us that the paint would "restore" the current wood and protect it for years to come, they agreed a handful of the Cedar Shake shingles would need replaced and offered to do it for an additional cost ($200 labor $9 a foot and material cost). Last year (22) we called to have them come out and fix several chipped spots, they asked that we wait until April of this year (23). A team of 2 was sent out with paint brushes to fix the "chipped" paint and after tearing off several pieces of wood they made the decision to not paint and state that all of the wood was "rotted" and needed replaced. We are asking Rhino Shield to make right of the situation and fix the spots they tore off along with any additional spots that are compromised. We are willing to work with this company but within reason. We have invested over $25k into the siding for it to not hold up in less than a years time. If Rhino Shield is unable to assist with the repair further we are asking for a refund, but Ideally we are asking for our siding to be repaired and as good as new.

  

  Business response

  05/26/2023

  Tell us why here...We got in contact with ****************** explaining to her that there is a substrate issue with her current cedar shake siding. We let her know that the cedar shake siding is very fragile and would need replaced. We tried to explain to her that she must have misunderstood the representative in thinking that he would have said that Rhino Shield would restore the cedar.This is not something that any of our representatives would say. We offered to replace and repair the siding for her at her expense and then we would send a crew out there to recoat the house at No Cost even though the cedar wood damage is no fault of Rhino Shield or our product. She replied No to our offer.  Rhino Shield even offered to come out and do some touch *** for her until we came to an agreement but she would not allow that or even discuss it any further with us. As we told her we are willing to work with her and do a follow-up service on some needed areas, but we cannot repair, replace, and install the wood at no charge.
  

  Customer response

  05/30/2023

   I am rejecting this response because: We were assured the wood on the back side of the house was in optimal condition to paint. Rhino shield replaced a portion of the wood on the left side of the home, but assured us the back was fine. Tell us why we would only replace a portion of the wood and not all of it? Rhino shields sales representative told us the paint would preserve the wood and make it like new again. He additionally told us we will have a historic crew working on our property due to the uniqueness of the home. Had we known that all of the wood would need replaced we would have gone with new siding rather than paint. Additionally the crew they brought out to do touch-*** tore large portions of the wood off the house after being advised to not touch it until their sales manager could come out to the home and see it. Even on the good wood there are large chips in the paint that should not be coming off. The crew that came out agreed that a majority of the paint would need redone. I am very ***et with the lack of care we have received since the start of this project. 
  
  
  

  

  Business response

  06/05/2023

  When we met with ****************** to go over what wood she wanted replaced we did exactly as she asked at that time. We have told her that we would honor our warranty and do any touchups that are needed on the areas where the wood does not need replaced but she has not allowed Rhino Shield to do that. We cannot replace the wood for free but have offered to come back out at no charge to ****************** and recoat the wood once she has replaced it. Our representatives never tell our customers that our product would make the wood look like new again, nor do they say it restores rotten wood; that is just not possible. It is written on the back of the contract the customer signed about pre-existing conditions and substrate failures not being warrantied by Rhino Shield. We are trying come to an agreement on with ****************** but she is not willing to let ** come out to do the service needed.
  

  Customer response

  06/05/2023

   I am rejecting this response because: Attached is one of many areas of wood that crew responsible for touch-*** was advised not to touch until after speaking to management. The sales management was also advised to not authorize the removing or picking of any wood. I have both before and after picture of the same area of wood dated less than 3 hours apart. As a part of the warranty the company guaranteed a 25 year non-prorated warranty, which includes any and all touch ***. 

  At this point it is clear the company is unwilling to honor their original repairs and promises that the wood was ok and good to be painted. I would instead like a credit return/discount off the original ~$25,500 paid to rhino shield and repair of the paint. I will use the credit to pay for a different company to come out and repair/replace the wood in question.  

   

  
  

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