Golden City Jewelers

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Since Rhino Shield continues to make vehemently statements about my complaint, here is a restated summary of the complaint and our exchanges, with the actual facts:Rhino Shield painted my house with their product in I was very satisfied with the work at that time By 2012, the paint began to fade and discolor on of sides of the house We filed a warranty claim in late 2012/early They honored their lifetime warranty by repainting the sides of the home, to my satisfaction.By the fall/winter of 2016, the paint began to fade and discolor on the same of sides of the house, in the same manner as before I filed a warranty claim in early They came to inspect the home unannounced, so I was not able to meet with their inspecting agent When I called to follow up, I was told we would be contacted to schedule our repainting On May 25, 2017, I receive the following e-mailed note from Rhino Shield: As you can tell by the weather we are receiving and the weather we had been receiving, scheduling has been difficult for usBeing a weather dependent business has its downsides, and we are really feeling the effects this yearWe are doing our best to keep things movingWith that being said, we are experiencing delays up to - weeksWe assure you, your service is important to us and we are working our hardest to make sure we can accommodate you as soon as possibleWe do apologize for any inconvenience this may cause you, because we know how frustrating it has been for usHaving heard nothing further by early September, 2017, I replied to their e-mail, then followed up with a call the next day to inquire about my scheduling status On 9/6, I received the following response via e-mail:The service was closed out a non-warranty item as the streaking you're experiencing is due to the screws that mount the shutters are rusting which has caused the stainingThere is also streaking isolated to areas underneath the windows which is a flashing issue and not paint relatedIf you can repair the flashing around the windows, and replace the screws for the shutters with stainless I can set you up for service for our at-cost rate.I happened to be home at the time, so I went outside to inspect both the shutters and the window flashing My shutters are installed with plastic pins, which where installed by Rhino Shield after they painted (both times) Therefore, “rusting” is not the cause of the “streaking” referenced The window flashing is in perfect condition and is coated with the paint that they applied to the flashing above the window crowns The home was built in 2002, using modern materials There is nothing wrong with the flashing It has been covered with Rhino Shield-applied paint since 2007, and again in Furthermore, the “streaking” they referenced, which is actually fading and discoloration, is NOT limited to only under the shutters and windows It is consistent across out of the sides of the home, including the south-facing side of the home with no windows or shutters Their response is wholly untrue, which I pointed out via an e-mail response I then submitted my complaint via Revdex.com protocols.On 9/7, Rhino Shield responded via e-mail stating:The streaking is in straight lines on your home from the water runoff, if there was an issue with the product there would not be water staining on the siding, it would be a uniform fadeWe've serviced your home for this exact same issue in the past and it's clear that re-coating is not the issue; this is why your claim has been denied to be covered under warranty When you figure out how to resolve the runoff issues I will be happy to set you up for service but at this time I cannot service your home.Here, we have an admission that the house was serviced for the “exact same issue” in 2013, but an accusation that the issue this time is “water staining” versus fading In fact, the fading is “uniform” across the house in that the fading is consistent between the paint strokes from the sprayer they used to apply the paint The paint is faded substantially between the overlap of the sprayer strokes, and less faded where the strokes overlap I also was surprised that Rhino Shield would state their product couldn’t withstand water without staining, when it’s an exterior house coating product and their advertisements claim superior water resistance when compared to traditional paint products On 9/I initiated my complaint via the Revdex.com website.On 9/Rhino Shield responded to the complaint, stating:The front of the house is not fading, it has water staining directly under the window/shutters (see photo) The remaining three sides of the home that are in full sun all day look greatWater streaking is not something that is covered under the warrantyWe agree that we fell short notifying the customer of the status of his warranty/service and we could have done better.We requested customer make necessary repairs to correct the cause of the water streaking, i.e., check gutter (which have indications of overflow), check window flashing (crown molding), and check shutter hardwareWe offered to cover the cost of some of the materials, however customer would be responsible for laborHere, we have additional claims First, the fading is not limited to the front of the house, as I stated above It’s out of sides Opposite of their claim, it is the sun-exposed sides of the house that are fading I am satisfied with the condition of the (north-facing) shady side of the home Second, I was not notified to check my gutters and I DO NOT have compromised gutters My gutters are checked and cleaned several times per year Again, as I stated above, the south-facing side of my house has is a gable-end, therefore NO GUTTERS, also NO WINDOWS and is in the same faded condition as the front and rear sides of the home Rhino Shield NEVER OFFERED to cover the cost of any of the materials They denied the claim due to "rusted screws" and widow flashing (painted with their product)That claim is vehemently and I have maintained copies of all of my correspondence with Rhino Shield Under their warranty, Rhino Shield is responsible for cost of materials and labor I did not accept their response and provided additional photos of all affected sides of the home as reference to my dispute of their response.On 9/Rhino Shield replied again, stating:Our policy for any service issue is recoating If recoating would solve the issue, we would however we cannot come out every couple of years and recoat the house at our expense when the homeowner does nothing on their end to solve the issue We try to guide the customer into what could be the cause of the water streaking This is one side of his house only, and as he stated, we already recoated that side free of charge and it was not the solution.If recoating is the policy, then we are on the same page I am asking for Rhino Shield to recoat the affected sides of my home Stating that you “cannot come out every couple of years and recoat the house” is refusing to stand behind your product that is not durable enough for my home I have done what is required “on my end” by meticulously maintaining my home My neighborhood is subject to restrictive covenants that require me to do so, or else my neighbors may take legal action against me for failing to do so The restrictive covenants include requiring me to maintain a suitable painted finish on my home, which is why I hired Rhino Shield in – to ensure I would “never paint again” per their advertising claims.They state it’s “one side of the house only” which is a vehemently claim (see prior submission of photos of sides of the home) They, in fact, coated all affected sides of the home in 2013, not the one side they claim When they did, the house looked good again, but this time for only a few years Furthermore, since my shutters are held in with plastic pins, my window flashing is coated with Rhino Shield paint and my gutters are clean with no compromises, then we must agree that I have addressed all of their concerns I guess at this point, we all agree that the house is ready to be recoated and only dispute who should pay? Perhaps now it's clear that we have a Rhino Shield warranty claim they need to honor.Rhino Shield offers a paint product with a lifetime warranty My home was only years old when they applied the original application, to which only an original application of stain had been applied when the home was constructed They stated at the time the siding and trim were in like-new condition and I should expect a lifetime of satisfaction from their product with such a good material base underneath For whatever reason, the paint they used on my home is not standing up to nature’s element, which appears to be mostly sun-induced fading, since the shady side of the home still looks good to this day If “water staining” were the cause, then I would expect the least sun-exposed side to be worst The paint product they applied to my home is fading from sun exposure and that is covered under their warranty If they continue to make statements about the situation and/or refuse to honor their warranty, then I request to proceed with arbitration.Thank you Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

We were aware that this customer was unhappy with the situation and solutions offeredWe always work in good faith with all of our customers, take pride in our reputation and if recoating an area can resolve an issue we are happy to do soAs of today, we have not received a demand letter from the customer or his attorney.This Revdex.com complaint OMITS the actual issue regarding the home as recoating will not rectify the issue The customer’s issue is knot bleed-through on the clapboard siding of his homeThe owner of the company personally spoke with the customer about this issue The oils in the knots on the clapboard siding bled through the paint over time, and this is something the company cannot control Unfortunately, this customer’s siding has dozens of such areas with dozens of knots Any home professionally constructed has CLEAR siding without knots and pre-primed trim is usedThis is done so because of knot bleedthroughThe customer’s home unfortunately was sided with knotty clapbaords which is very uncommon and was unknown to the company and the owner going into our contract The company does not warranty against knot bleed through and the customer signed off to that effect.With that being said, we did go outside the warranty and offered to repaint the front of the home for approximately 1/10th of the contract price This was just to cover labor and we would provide the product free of charge.We also offered to deliver product to the homeowner free of charge so they could address any issues themselves.We are as frustrated as the customer, have dealt in good faith to resolve the customer’s issues and take offense that he is using the Revdex.com to tarnish the company’s good name and defame us on a public website by withholding the actual problem

Our policy for any service issue is recoating If recoating would solve the issue, we would however we cannot come out every couple of years and recoat the house at our expensewhen the homeowner does nothing on their end to solve the issue We try to guide the customer into what could be the cause of the water streaking This is one side of his houseonly, and as he stated, we already recoated that side free of charge and it was not the solution

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] The business has again not been fully truthful about the situation In their initial response to me, they stated via e-mail: The service was closed out a non-warranty item as the streaking you're experiencing is due to the screws that mount the shutters are rusting which has caused the stainingThere is also streaking isolated to areas underneath the windows which is a flashing issue and not paint relatedIf you can repair the flashing around the windows, and replace the screws for the shutters with stainless I can set you up for service for our at-cost rate.The above is vehemently false, as my shutters are held on with plastic grip pins and the flashing on top of my window crowns is painted with their paint product There is absolutely no exposed flashing The streaking is on every section of the house, including the side of the house with no gutters and no windows The attached photos are from different sides and areas of the house, front, side and back It is consistent across the sun-exposed sides of the house They are making statements in their response againFurthermore, my gutters are checked and cleaned regularly In fact, the only gutter that ever has been blocked and overflowed is on the shady (North) side of the house where the paint looks the best The business is not being truthful in their response I quote from their e-mail: "We've serviced your home before in the past for this reason you've filed a claim with us and re-coating has not resolved the issueI'm sorry but I cannot process this as a covered warranty claim." Since the product in question is paint that comes with a "Lifetime Warranty" for finish and durability and is advertised to withstand water better than competing products, their response is fully unsatisfactory They admit that the product was already defective once They repainted with the same exact product, leading to the same exact failure Simply because the product has now failed 2x in the span of years does not remove them from their warranty obligation Regards, [redacted]

We understood the customer's circumstances and we re-quoted the job where we came to an agreement. This complaint is a bit confusing to us, howeverwe will refund the customer the remainder of their deposit in the amount of $1,500.00. We hope this settles their issues

We contacted customer and met onsite at the property.All areas of concern were gone overSome areas were correctable under warranty and we are re-coating.Some areas of damage were not under our control, these were discussed.We are all in agreement and are currently onsite performing the
corrective work on all areas

RevDex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** * *** ***

We were aware that this customer was unhappy with the situation and solutions offered. We always work in good faith with all of our customers, take pride in our reputation and if recoating an area can resolve an issue we are happy to do so. As of today, we have not received a...

demand letter from the customer or his attorney.This Revdex.com complaint OMITS the actual issue regarding the home as recoating will not rectify the issue.  The customer’s issue is knot bleed-through on the clapboard siding of his home. The owner of the company personally spoke with the customer about  this issue.   The oils in the knots on the clapboard siding bled through the paint over time, and this is something the company cannot control.  Unfortunately, this customer’s siding has dozens of such areas  with dozens of knots.  Any home professionally constructed has CLEAR siding without knots and pre-primed trim is used. This is done so because of knot bleedthrough. The customer’s home unfortunately was sided with knotty clapbaords which is very uncommon and was unknown to the company and the owner going into our contract.  The company does not warranty against knot  bleed through and the customer signed off to that effect.With that being said, we did go outside the warranty and offered to repaint the front of the home for approximately 1/10th of the contract price.  This was just to cover labor and we would provide the product free of charge.We also offered to deliver product to the homeowner free of charge so they could address any issues themselves.We are as frustrated as the customer, have dealt in good faith  to resolve the customer’s issues and take offense that he is using the Revdex.com to tarnish the company’s good name and defame us on a public website by withholding the actual problem.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Our policy for any service issue is recoating.  If recoating would solve the issue, we would however we cannot come out every couple of years and recoat the house at our expensewhen the homeowner does nothing on their end to solve the issue.  We try to guide the customer into what could be the cause of the water streaking.  This is one side of his houseonly, and as he stated, we already recoated that side free of charge and it was not the solution.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. 
Since Rhino Shield continues to make vehemently false statements about my complaint, here is a restated summary of the complaint and our exchanges, with the actual facts:Rhino Shield painted my house with their product in 2007.  I was very satisfied with the work at that time.  By 2012, the paint began to fade and discolor on 3 of 4 sides of the house.  We filed a warranty claim in late 2012/early 2013.  They honored their lifetime warranty by repainting the 3 sides of the home, to my satisfaction.By the fall/winter of 2016, the paint began to fade and discolor on the same 3 of 4 sides of the house, in the same manner as before.  I filed a warranty claim in early 2017.  They came to inspect the home unannounced, so I was not able to meet with their inspecting agent.  When I called to follow up, I was told we would be contacted to schedule our repainting.  On May 25, 2017, I receive the following e-mailed note from Rhino Shield:  As you can tell by the weather we are receiving and the weather we had been receiving, scheduling has been difficult for us. Being a weather dependent business has its downsides, and we are really feeling the effects this year. We are doing our best to keep things moving. With that being said, we are experiencing delays up to 6 - 8 weeks. We assure you, your service is important to us and we are working our hardest to make sure we can accommodate you as soon as possible. We do apologize for any inconvenience this may cause you, because we know how frustrating it has been for us. Having heard nothing further by early September, 2017, I replied to their e-mail, then followed up with a call the next day to inquire about my scheduling status.  On 9/6, I received the following response via e-mail:The service was closed out a non-warranty item as the streaking you're experiencing is due to the screws that mount the shutters are rusting which has caused the staining. There is also streaking isolated to areas underneath the windows which is a flashing issue and not paint related. If you can repair the flashing around the windows, and replace the screws for the shutters with stainless I can set you up for service for our at-cost rate.I happened to be home at the time, so I went outside to inspect both the shutters and the window flashing.  My shutters are installed with plastic pins, which where installed by Rhino Shield after they painted (both times).  Therefore, “rusting” is not the cause of the “streaking” referenced.  The window flashing is in perfect condition and is coated with the paint that they applied to the flashing above the window crowns.  The home was built in 2002, using modern materials.  There is nothing wrong with the flashing.  It has been covered with Rhino Shield-applied paint since 2007, and again in 2013.  Furthermore, the “streaking” they referenced, which is actually fading and discoloration, is NOT limited to only under the shutters and windows.  It is consistent across 3 out of the 4 sides of the home, including the south-facing side of the home with no windows or shutters.  Their response is wholly untrue, which I pointed out via an e-mail response.  I then submitted my complaint via Revdex.com protocols.On 9/7, Rhino Shield responded via e-mail stating:The streaking is in straight lines on your home from the water runoff, if there was an issue with the product there would not be water staining on the siding, it would be a uniform fade. We've serviced your home for this exact same issue in the past and it's clear that re-coating is not the issue; this is why your claim has been denied to be covered under warranty.  When you figure out how to resolve the runoff issues I will be happy to set you up for service but at this time I cannot service your home.Here, we have an admission that the house was serviced for the “exact same issue” in 2013, but an accusation that the issue this time is “water staining” versus fading.  In fact, the fading is “uniform” across the house in that the fading is consistent between the paint strokes from the sprayer they used to apply the paint.  The paint is faded substantially between the overlap of the sprayer strokes, and less faded where the strokes overlap.  I also was surprised that Rhino Shield would state their product couldn’t withstand water without staining, when it’s an exterior house coating product and their advertisements claim superior water resistance when compared to traditional paint products.  On 9/7 I initiated my complaint via the Revdex.com website.On 9/8 Rhino Shield responded to the complaint, stating:The front of the house is not fading, it has water staining directly under the window/shutters (see photo).  The remaining three sides of the home that are in full sun all day look great. Water streaking is not something that is covered under the warranty. We agree that we fell short notifying the customer of the status of his warranty/service and we could have done better.We requested customer make necessary repairs to correct the cause of the water streaking, i.e., check gutter (which have indications of overflow), check window flashing (crown molding), and check shutter hardware. We offered to cover the cost of some of the materials, however customer would be responsible for labor. Here, we have additional false claims.  First, the fading is not limited to the front of the house, as I stated above.  It’s 3 out of 4 sides.  Opposite of their claim, it is the 3 sun-exposed sides of the house that are fading.  I am satisfied with the condition of the (north-facing) shady side of the home.  Second, I was not notified to check my gutters and I DO NOT have compromised gutters.  My gutters are checked and cleaned several times per year.  Again, as I stated above, the south-facing side of my house has is a gable-end, therefore NO GUTTERS, also NO WINDOWS and is in the same faded condition as the front and rear sides of the home.  Rhino Shield NEVER OFFERED to cover the cost of any of the materials.  They denied the claim due to "rusted screws" and widow flashing (painted with their product). That claim is vehemently false and I have maintained copies of all of my correspondence with Rhino Shield.  Under their warranty, Rhino Shield is responsible for cost of materials and labor.  I did not accept their response and provided additional photos of all 3 affected sides of the home as reference to my dispute of their response.On 9/13 Rhino Shield replied again, stating:Our policy for any service issue is recoating.  If recoating would solve the issue, we would however we cannot come out every couple of years and recoat the house at our expense when the homeowner does nothing on their end to solve the issue.  We try to guide the customer into what could be the cause of the water streaking.  This is one side of his house only, and as he stated, we already recoated that side free of charge and it was not the solution.If recoating is the policy, then we are on the same page.  I am asking for Rhino Shield to recoat the 3 affected sides of my home.  Stating that you “cannot come out every couple of years and recoat the house” is refusing to stand behind your product that is not durable enough for my home.  I have done what is required “on my end” by meticulously maintaining my home.  My neighborhood is subject to restrictive covenants that require me to do so, or else my neighbors may take legal action against me for failing to do so.  The restrictive covenants include requiring me to maintain a suitable painted finish on my home, which is why I hired Rhino Shield in 2007 – to ensure I would “never paint again” per their advertising claims.They state it’s “one side of the house only” which is a vehemently false claim (see prior submission of photos of 3 sides of the home).  They, in fact, coated all 3 affected sides of the home in 2013, not the one side they claim.  When they did, the house looked good again, but this time for only a few years.  Furthermore, since my shutters are held in with plastic pins, my window flashing is coated with Rhino Shield paint and my gutters are clean with no compromises, then we must agree that I have addressed all of their concerns.  I guess at this point, we all agree that the house is ready to be recoated and only dispute who should pay?  Perhaps now it's clear that we have a Rhino Shield warranty claim they need to honor.Rhino Shield offers a paint product with a lifetime warranty.  My home was only 5 years old when they applied the original application, to which only an original application of stain had been applied when the home was constructed.  They stated at the time the siding and trim were in like-new condition and I should expect a lifetime of satisfaction from their product with such a good material base underneath.  For whatever reason, the paint they used on my home is not standing up to nature’s element, which appears to be mostly sun-induced fading, since the shady side of the home still looks good to this day.  If “water staining” were the cause, then I would expect the least sun-exposed side to be worst.  The paint product they applied to my home is fading from sun exposure and that is covered under their warranty.  If they continue to make false statements about the situation and/or refuse to honor their warranty, then I request to proceed with arbitration.Thank you.
Regards,
[redacted]

Installation was signed off to customer satisfaction June, 2017 Despite what is stated we have returned to the home on four separate occasions always in a timely manner. This particular project we have over 70 emails, multiple phone calls and return trips. We are doing our utmost to satisfy this...

customer. Per our last site visit we consider the matter closed.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. . 
The business has again not been fully truthful about the situation.  In their initial response to me, they stated via e-mail: The service was closed out a non-warranty item as the streaking you're experiencing is due to the screws that mount the shutters are rusting which has caused the staining. There is also streaking isolated to areas underneath the windows which is a flashing issue and not paint related. If you can repair the flashing around the windows, and replace the screws for the shutters with stainless I can set you up for service for our at-cost rate.The above is vehemently false, as my shutters are held on with plastic grip pins and the flashing on top of my window crowns is painted with their paint product.  There is absolutely no exposed flashing.  The streaking is on every section of the house, including the side of the house with no gutters and no windows.  The attached photos are from different sides and areas of the house, front, side and back.  It is consistent across the 3 sun-exposed sides of the house.  They are making false statements in their response again. Furthermore, my gutters are checked and cleaned regularly.  In fact, the only gutter that ever has been blocked and overflowed is on the shady (North) side of the house where the paint looks the best.  The business is not being truthful in their response.  I quote from their e-mail:  "We've serviced your home before in the past for this reason you've filed a claim with us and re-coating has not resolved the issue. I'm sorry but I cannot process this as a covered warranty claim."  Since the product in question is paint that comes with a "Lifetime Warranty" for finish and durability and is advertised to withstand water better than competing products, their response is fully unsatisfactory.  They admit that the product was already defective once.  They repainted with the same exact product, leading to the same exact failure.  Simply because the product has now failed 2x in the span of 10 years does not remove them from their warranty obligation.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
 Thank you for re sending the response from the business to my complaint.   I appreciate it since I never received it.    As instructed I am writing to reject the reply to complaint [redacted].  Two reasons, the first is that there are several crown molding boards that I was informed was covered by warranty by there representative.  Second,  the representative did mention some trim board that he felt was compromised even though he never went up on the roof to see it close up.  I did have my contractor actually up on the roof evaluating the area and he said the board were in fact fine and there would be no reason to replace them.  I have informed them that the contractor said it was fine.  They just want me to replace it so it will not be covered by warranty.  They are trying to get out of honoring the warranty.  The area that were replaced required painting in was less than 50 square feet and they wanted $1200.  This is an outrageous sum for the amount of painting required.  When I rejected the estimate, the company then said none of the work was covered by warranty.  So I reject their reply.  Please reopen my complaint as we discussed on the telephone.--[redacted]Sent from my [redacted]
Regards,
[redacted]

The project was completed to the customer's satisfaction in 2007.  In 2013, we serviced the home without hesitation.  As it is uncommon for a home to require two services, we had an inspector look at the home.   The front of the house is not fading, it has water staining directly...

under the window/shutters (see photo).  Per the warranty, there is a $100.00 service fee for inspections/service outside of warranty, this was waived. The remaining three sides of the home that are in full sun all day look great. Water streaking is not something that is covered under the warranty.  We agree that we fell short notifying the customer of the status of his warranty/service and we could have done better. We requested customer make necessary repairs to correct the cause of the water streaking, i.e., check gutter (which have indications of overflow), check window flashing (crown molding), and check shutter hardware. We offered to cover the cost of some of the materials, however customer would be responsible for labor.