Rhino Shield

Mr [redacted] was not present on 5/to meet with our salesperson The agreement attached reflects only his spouse's signature as he was not present to sign Mr [redacted] premise that the carpentry was included is refuted by this same agreement The agreement states that the carpentry is "ballparked" at to 1400, the quotation will be confirmed by the carpenter and is to be paid directly to him The agreement does not state in any terms that the wood change is included in the agreement price for the Rhino Shield work to be completedThe unfortunate part of this is the carpentry was significantly more than "ballparked" This was due to the interior damage to his home that could not be seen until the exterior rotted trim boards were removed The carpenter removed the trim boards on the chimney and discovered the OSB board behind them were rotted as well The vinyl siding was removed from the chimney, the OSB boards replaced, the vinyl siding was reinstalled on the new boards and THEN the new cedar trim was installed..The garage frame trim boards were removed and the header of the garage frame was rotted as well The garage header and frame were replaced, THEN the new cedar trim was installed Two major flaws in his home were discovered, repaired properly and were included in the wood replacement form authorized by his signature Clearly, there was an understanding the "ballpark estimate" fell short of including either of these items The work was completed and the carpenter was paid directly as the agreement dictated.Mr [redacted] insistence that this work was included in the Rhino Shield has no merit After reviewing this with him, I decided the only conclusion was to refund his initial deposit for the Rhino Shield work and cancel the agreement There was no Rhino Shield work started so a full refund was sent to his residence Mr [redacted] received carpentry services from an independent contractor that we recommend An agreement was signed and they paid him for his completed work

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meIn regards to the amount received from the insurance company, the additional amount was for cleof the overspray on windows, brick etc

Complaint: [redacted] I am rejecting this response because: I don't feel it is my responsibilty to spend more money to resolve an issue that is due to poor preperation of the body of the house in the first placemoisture issuses because no one came out inspect my home for close to monthsa cracked and open surface will in fact soak up water like a sponge.Sincerely, [redacted]

Multiple service requests on a single property are very rare This is why we have now taken additional steps to help identify possibly underlying issues The one major discovery we came across was the homes extremely high moisture levels If simply re-coating the area was the solution we would have done so immediately, but until the root cause of the problem is corrected any additional coating is a futile exercise On multiple occasions we recommended the homeowner bring in an experienced third party inspector of his choosing to assist in the matter Once the moisture issues are corrected we will work with the homeowner to re-coat the areas in questionThank you

Complaint: [redacted] I am rejecting this response because:It is correct that my wife did met with the representative from Rhino Shield in July to discuss the issues we are having with the Rhino Shield product [redacted] , the representative, did agree that the paint was peeling, but claimed that it was due to the wood and not the paint My wife NEVER agreed with this assessment I was home at the time of his initial inspection, but I was on a business call Shortly after my call, my wife let me know what had been said and the rude nature of how it was delivered I called him back within an hour of him leaving my house He did not answer, so I left a message for him to return my call, which he NEVER did I tried to call again, but never heard anythingI waiting 2-weeks and decided to try to contact Rhino Shield via social media, since my calls were not being returned I did receive a call the very next day after my message on Facebook [redacted] left a message that morning, I returned it within 20-minutes of his call I left another message, never heard from him Tried again in the afternoon by leaving another message I finally connected with the office manager who scheduled a meeting on the 14th The area that the paint is peeling is where the sun hits the side of the house more frequently than the other sides The warranty states that we are protected against peeling, which is exactly what the paint is doing Because the Rhino Shield coating is thicker than most paint, I believe with the exposure to the heat, it is pulling up the paint from the wood If it were in fact the wood (substrate) then I would see this on other parts of my house In addition, the representative stated to my wife that this "happens on one out of every ten jobs." If that is the case, I suspect something faulty with the product or the way that it is applied That was never mentioned when this was sold to usOnly that the product came with a year warranty against chips, cracks and PEELING From what I am seeing on my house, the Rhino Shield is peeling I do not accept the claim that it is the wood that is failing My expectation is that they honor the warranty Sincerely, *** ***

I am rejecting this response because: During the "salesmen's " presentation not once did he say that we had a prexsiting condition He knew that there was rustThat was why we were considering using them His big sales pitch was the warranty and how it would be covered for years According to MrH [redacted] we were suppose to ask the salesman if it was a prexisting conditionEven though our salesmen kept assuring us about the warranty My suggestion to MrH [redacted] is that he have a training session with his salesmen about what you say about prexsiting conditions.Mr H [redacted] is right, I am a nice person until a company that we put our faith in ended up getting screwMrH [redacted] keeps saying they will help us if we have a problem The problem with that he will want to be paid for fixing something that we were told was covered and already paid for.I wrote this the day I recieved this but think I hit the wrong button and it did not det submittedHopefully this will go through

Ms*** contacted Rhino Shield to provide an exterior painting service. She asked if we could also do wood repairs. Theresa explains that we can provide a reference to a carpenter but we do not do the wood change ourselves. Ms*** and Theresa scheduled a convenient time to
receive an estimate Ms*** met and contracted with our General manager, Tom, on July 18, 2017. I’m attaching the agreement to review. During the meeting, Tom reviewed the variance in the two transactionsThe Rhino shield transaction was very clear to Ms*** as to the work performedOur agreement is concise on what is to be done and provides a price for the Rhino Shield service only. It clearly states that any wood change is paid directly to the crew. Ms *** agrees in her statement. She asked Tom to provide her a “ballpark” idea of the wood repair cost. Tom reviewed the process of material and laborTogether, they “estimated” approximately $There was no agreement between Rhino Shield and Ms*** regarding the wood repair; none presented nor signed We referred a general contractor, who had successfully done wood repair for previous clients. He is not an employee, nor does he represent himself as one. Rhino Shield had no involvement in this transactionWhen the wood repair was complete, the actual total was $3200. Evidently, Ms*** had the contractor do additional wood repair in another areaShe admittedly paid this directly to the contractor who purchased the materials and performed the workMs*** apparent dissatisfaction NOW is very puzzling to us. She requested extra work and paid them when they were done After the wood was complete, Rhino Shield came out and started our work. We completed the project September 23, 2017. Ms*** signed a completion form and paid the balance in full of our agreement. I’m attaching a copy of the check and the dated and signed completion form Ms*** is requesting that we be responsible for work we did not perform nor were we paid forWhile we are not carpenters, the materials used and the quality of the work is done well If it wasn't, we would not have begun our processMs*** would like the brand new cedar shake to have a "smoother" appearance as the existing shingles that have been painted and weathered for yearsWe have provided her with the contractor’s name, address, and phone number that she did business with She told me she had this information already. We are responsible for our work that we were paid for. There is an area at the peak of her house that appears “lighter”. It now sounds as there is any area needing some additional caulkWe have assured her that we will remedy any/all Rhino Shield issues in the spring when the weather is permitting

*** Mrs and Mr *** did purchase a project from us on 3/25/in the amount of $8343. Our project was completed on 6/21/16. Customer paid for project and signed completion certificate saying we finished job to their satisfaction. Upon reading our warranty we mailed to
them they questioned the exclusion of rust under our obligation. We do not warranty rust, we use a rust inhibitor on those areas and prime and coat over them. Mrs*** expressed to me how educated she is with a masters degree and how she has been in business for a long time. My questioning to this situation is she never asked to see a warranty while she had our rep there, she didn't read our contract that explains we do not warranty pre existing conditions. But now wants us to be responsible for her rust. We have never and will never warranty rust. Rust is rotten metal and we surly did not cause this and we will not warranty it. However I did express to Mrs***, just like everyone of our customers, that if something ever were to arise and she needed help we would not abandone her. We will be there to help. She wanted me to do something I will not do, warranty her rust. But I will be there if she needs any help down the road. Mrs*** seems like a nice woman but I will not run a business based on what customers feel. Dan H***

Revdex.com spoke with Dan on the phone regarding the complaint. He explained that he is in the process of resolving the complaint. He went a visited the consumer today and Dan explained that he had to get his subcontractor insurance adjuster involved. He is trying to expedite resolving
this for the consumer because he knows that he is going out of town for the winter

***Our service department has the service order and it is scheduled in the next few weeks. Mr *** was aware that we did receive it and we have been fighting the weather this spring. I assure you that we will handle Mr ***'s issues asap. Daniel H***

I was told by my painter that his insurance company sent the Rothacher's a check for $3,on 1/3/18. This amount exceeds the estimate to fix the complaints issues and therefore this matter should be over as far as I am concerned. If there is anything else that I need to do for the Rothachers please let me know. Dan H***

This complaint is improperly placed. The customer has clearly defined their issue is with the wood change. The contractor who the customer did business with is:*** ***
*** *** *** ***
*** ** ***
***We have provided this information to the customer in December. The customer told us she already had this information. This contractor was paid by the customer for the wood replacement. Rhino Shield(Tom) provided guidance on the rough estimate and during the process was contacted and provided assistance when issues arose. Tom is very conscientious about providing good customer service. It appears that in an effort to assist the customer through the wood replacement process; the customer feels that we are somehow responsible for the work performed. Our contract merely reflects that there is work to be done before our work can start. Rhino Shield did not perform the service. Rhino Shield did not purchase the materials used. Rhino Shield did not receive any monies from the customer for materials or labor with regards to the wood change. As stated earlier, Rhino Shield will contact the customer this spring and address any issues with the service that we performed

? I am rejecting this response because: During the "salesmen's " presentation not once did he say that we had a prexsiting condition? He knew that there was rustThat was why we were considering using them? His big sales pitch was the warranty and how it would be covered for years? According to MrH*** we were suppose to ask the salesman if it was a prexisting conditionEven though our salesmen kept assuring us about the warranty? My suggestion to MrH*** is that he have a training session with his salesmen about what you say about prexsiting conditions.Mr H*** is right, I am a nice person until a company that we put our faith in ended up getting screw.? MrH*** keeps saying they will help us if we have a problem? The problem with that he will want to be paid for fixing something that we were told was covered and already paid for.I wrote this the day I recieved this but think I hit the wrong button and it did not det submittedHopefully this will go through?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. In regards to the amount received from the insurance company, the additional amount was for clean-up of the overspray on windows, brick etc.

I am rejecting this response because: During the "salesmen's " presentation not once did he say that we had a prexsiting condition.  He knew that there was rust. That was why we were considering using them.  His big sales pitch was the warranty and how it would be covered for 25 years.  According to Mr. H[redacted] we were suppose to ask the salesman if it was a prexisting condition. Even though our salesmen kept assuring us about the warranty.  My suggestion to Mr. H[redacted] is that he have a training session with his salesmen about what you say about prexsiting conditions.Mr H[redacted] is right, I am a nice person until a company that we put our faith in ended up getting screw. Mr. H[redacted] keeps saying they will help us if we have a problem.  The problem with that he will want to be paid for fixing something that we were told was covered and already paid for.I wrote this the day I recieved this but think I hit the wrong button and it did not det submitted. Hopefully this will go through

I am rejecting this response because: We signed paperwork sent by the insurance company to accept their proposal for the damages. However, today in the mail I received a letter from the insurance company stating that the insurance company is continuing their investigation into this matter. I have not received payment for this claim so as far as I am concerned it is not a resolved matter until I do receive payment.

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID 12141916, and find that this resolution is satisfactory to me. I have one question, what if they do not do the work in a few weeks like they said. I have not talked to them since last November.  [redacted]

Multiple service requests on a single property are very rare.
This is why we have now taken additional steps to help identify possibly underlying
issues.
The one major discovery we came across was the homes
extremely high moisture levels.
If simply re-coating the area was the solution...

we
would have done so immediately, but until the root cause of the problem is
corrected any additional coating is a futile exercise.
On multiple occasions we recommended the homeowner bring in
an experienced third party inspector of his choosing to assist in the matter.
Once the moisture issues are corrected we will work
with the homeowner to re-coat the areas in question. Thank you.

Mrs [redacted] called to set an inspection early July. I went to the appointment and met with Mrs [redacted] (Mr [redacted] was not present)She showed me a couple spots on one wall and the  inspection revealed that the substrate was failing and not the product. After showing her the wood was attached to the...

product she agreed. I explained we could reapply if the [redacted]'s covered the labor with any siding replacement they may want and as " good faith" gesture I would cover the products and even respray the whole wall to insure a good color match. More than fair on our part Mr [redacted] called the office and left a message wanting a better explanation. I returned his call the next day with no success and figured he got home and saw what was explained to Mrs [redacted] and realized the siding was failing. Got a message from corporate that Mr [redacted] was trying to post negatives on the Facebook page this morning today 7/29. Reached out to Mr [redacted] and left a message explaining the situation and he could set another inspection for better clairification and he  did so for 8/14 at 11am. This complaint is dated 7/28 and was received at 4:53pm on 7/29, not sure why the delay?

We did receive the customers request in July for a service inspection on his home. We did an onsite inspection prior to this reply and we did wave a fee due to the delay. We make every effort to get to all service inspections as soon as possible. The service request came in July which is the height...

of our season and the service was scheduled in order with others received. We did exchange 8 emails with the customer regarding this service in between his initial call and the day we arrived. We are a service oriented company and pride ourselves on taking care of our customers. Obviously in this situation even though we had many emails between us we had a breakdown in communication.  We always analyze what brings a customer to this level of frustration and will incorporate changes in our processes to avoid this in the future. The main issue we deal with is that we are a weather dependent company and if there is rain a few times throughout the week we can lose the entire week of work due to letting the homes dry out on the next warm day. We do our best to notify customers of the delays and this season was very much off and on rain which caused a lot of delays.