Complaints

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

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  Rhino Shield NE

  Durham, CT 06422-1905

  
• 

  Rhino Shield NE

  1132 New Britain Ave Hartford, CT 06110-2413

  

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:09/04/2024

  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.

  ************ ********* *** was hired to etch, fill, sand and paint our home with Rhinoshield paint, per contract. The contractors spoke limited English so when they started to power wash our 70 year old house and we tried to stop them, they continued. They unevenly power washed our home to the point you can see sprayer marks, they went down to bare wood releasing lead paint chips on our property, making the wood grain indented in many spots, making nail holes bigger and making other nail holes stand out. We called the rep several times where he advised them to sand, fill, keep sanding then primer. This was done but very limited. My house looks like it’s sided with cottage cheese, the indentations in the paint and wood are very evident from the excessive power washing. They now claim to be done despite our dis-satisfaction, their disregard for the contract we signed with them, and want the remainder of the bill totaling $13,000. We need to pay someone to repair our home after the damage they’ve done and I’m extremely upset!!

  Business Response

  Date: 09/18/2024

  Dear Better Business Bureau Representative,
  We are writing in response to the complaint filed by **** *****. We have
  reviewed the details of the complaint and would like to clarify the situation
  based on the terms of our contract and the work completed.
  Scope of Work
  Our contract with **** ***** clearly outlines the scope of work to be
  performed. It is important to note that the scope she referred to in her
  complaint does not align with the agreed-upon terms. For instance, the term “etching,”
  which was mentioned in her complaint, is not a part of our processes or
  terminology and is not included in our contract.
  The agreed-upon preparation process included the application of a chemical
  stripper and scraping, which is intended to remove as much of the existing
  product as possible and, where feasible, bring the surface down to bare wood.
  We then perform power washing to remove any chemical residue before priming.
  Addressing the Customer’s Concerns
  When **** ***** and her husband expressed concerns about the preparation
  process, our field supervisor promptly met with them the following day. During
  this meeting, he reviewed our standard process and, as a courtesy, instructed
  the crew to sand the surface more extensively. **** ***** provided her approval
  for the work before we began priming.
  The ****** went out of town for the Labor Day weekend near the completion of
  the project and scheduled a time with our crew to close out the job. Our field
  supervisor was also present during the closing visit, at which point the ******
  expressed dissatisfaction with the final result.
  Efforts to Resolve the Issue
  Following this, our office reached out to **** ***** to discuss the areas she
  was unhappy with and asked for her input on what could be done to address her
  concerns. We also requested photos of the specific areas of concern. **** *****
  sent us the photos, but by that time, she had already filed a complaint with
  the BBB.
  We are committed to resolving this matter and have scheduled a meeting with
  Mr. and **** *****, our field supervisor, and one of our owners, Patrick F****,
  on September 20, 2024, at 11:00 AM to discuss a mutual resolution.
  Payment Discrepancy
  It is important to note that the ****** have not made the scheduled primer
  payment as outlined in their contract. Both the primer payment and the final
  completion payment remain due. The project scope is complete and 50% of the
  contract price remains outstanding.
  We remain confident that through open communication and our willingness to
  address the ******' concerns, we can reach a resolution that satisfies both
  parties. We appreciate the BBB’s assistance in facilitating this process and
  look forward to a positive outcome.

• Initial Complaint

  Date:12/08/2022

  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.

  RhinoShield paint application at our home does not meet basic worksmanship standards. We have drips, runs, orange peel, and large areas where the trim was not caulked where it meets the clapboard. Windows and trim were given only basic prep that failed to remove much of the existing peeled paint. Brand new trim - done entirely in ****, is now covered in drips and runs and orange peel finish. We are already seeing cracks form in the paint. I raised these issues to RhinoShield months ago, starting just a week after they “finished” our project. I shared photos. They committed to come back on site to address the problems. I have this in writing from them. This was in June of ‘22. I have tried unsuccessfully to schedule time with them to get the repairs done. It is now December and all we have heard is excuse after excuse - and promise after promise - with no attempt to put a crew on site to address the issues and resolve. The original sales person has never given us the courtesy of a return call or email, the project manager Joe doesn’t answer the phone and is slow to respond to emails. Nothing about this has been the “premium” paint job they promised. Also - They left behind the “special” paint they use - and the trim paint was in a can of ******** ***** white trim. They told me they just “reused” an empty can to give us the leave behind paint.

  Business Response

  Date: 12/13/2022

  We are in receipt of our customer's complaint.  Please note that our company shut down for the season at the beginning of November and this is the first we are hearing of this.  We are sorry for the issues our customer is having and we will work to resolve all of their issues in the spring.  I believe the reason we did not know of this is because our Field Supervisor passed away of a heart attack very suddenly and we have been unable to replace him as our company is a seasonal one and we shut down November through March.  Also our production manager is not longer working for us, and we have yet to fill his position.  I went over our customer's complaint with one of the owners today and I can assure you that we will be in touch with the customer once we start up our season, which is all weather-dependent and we will make sure he is taken care of.  We apologize for their troubles. 
  

  Customer Answer

  Date: 12/27/2022

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

   

  Your note back to me went in my spam folder, and I did not find it until now.

   

  I wanted to reply to Rhino Shield New England.

   

  I do not understand how Rhino Shield can say that they are unaware of the issues.  I have more than 5 months of emails between Rhino Shield and myself - detailing my concerns with their work - and replies from them saying that they would be sending someone to make the repairs.  I do not understand how they can simply "shut down" for the season and not have a staff on hand to call and speak to customers about their complaints and issues - and begin scheduling their work plan for the coming year.  The worksmanship at our home is simply terrible and our concerns have gone unanswered for months - and they provide only a two sentence reply?  The original sales person who sold us the work has also failed to reply to voice mails or emails - so this indicates the sales person, the district supervisor, and the project coordinator have all "disappeared".

   

  I find their reply completely unacceptable. This house paint job cost north of $40,000 and they have done nothing to make their deficiences right.

   

  *****

  Business Response

  Date: 12/27/2022

  We are truly sorry for the communication cutoff between our customer and our Production Assistant.  Our production assistant went out on sick leave at the beginning of October and we did not have access to the emails or voice mails between he and our customer.  Please note that Rhino Shield closes down for the winter every year the first week in November and opens back up the beginning of April (weather permitting). We cannot paint in the cold weather.  The office staff and the painters to home for the winter.  Our office is staffed with an administrator on Tuesdays and Thursdays during the shutdown for any issues our customers may have.  Rhino Shield will put you at the top of the list in the spring to take care of all the issues on your home.  Please call our office in mid April to get scheduled.  We are a great company, we've been in business for almost 20 years and we take care of our customers.  Again, we apologize for your frustration.
  

  Customer Answer

  Date: 05/22/2023

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

   

  I would like to let you know that Rhino Shield has done NOTHING to remediate this issue - though they promised to do this in their reply to the complaint with the Better Business Bureau.

   

  What are my next steps?

   

  Thank you

   

  *****

  Business Response

  Date: 07/13/2023

  The production team at RhinoShield of NE has been in consistent contact with Mr. *********** and has been working on addressing several tasks needed to ensure the his satisfaction. When Mr. *********** contacted Rhino Shield of NE during the winter months (no painting takes place in the winter), the office was operating with a quarter of the staff and on a 2-day/week schedule. The reduction in staff and operational hours contributed to the communication delay reported by Mr. ***********. Since reopening with increased staff and operational hours, and with the warmer and less precipitous weather, Rhino Shield of NE has been able to schedule and complete projects. As of the writing of this response, much of Mr. ***********'s concerns have been addressed (mostly in the month of June 2023) and it is expected that the remainder of the items will be completed in July 2023.

  Sincerely,

  Rachel K*****
  Office Manager

  Rhino Shield of New England

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