Rhino Shield

Mr. [redacted] was not present on 5/8 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 1200 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 completed. The 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.

If we were a "take the money and run" kind of company, we would have not returned year after year and provided service to your property at our expense.On July 14, 2015 you requested that we send someone out to your home and do a full inspection.  We did just that.  It has been discovered that you have a significantwater issue.   Again, we ask that you get a 3rd party Inspection on your home.

Complaint: [redacted]I am rejecting this response because: I think they are missing my piont. What i'm saying is the house was never inspected for moisture when when the product was sold to me at the price of 16,000.00. The house was never inspected for moisture on any of the repair visits previously. If this was a problem when the product was sold, why was not brought to my attention then. I feel it was take the money and run! Every repair that has been done to house has not had an issue since. That tells me that there theory about moisture is probably incorrect. It's not the same areas that are the problem.Sincerely,[redacted]

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 place. moisture issuses because no one came out inspect my home for close to 3 months. a cracked and open surface will in fact soak up water like a sponge.Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Regards,
[redacted]In the phone call to Theresa she said RS does do wood change.  Had she said RS does NOT do wood change I wouldn't be having this problem. I did not need RS to "refer" a carpenter since they are a painting company. I needed a roofer and I didn't ask RS  to refer one. I found a roofer all by myself and I would have found a carpenter too.  If RS does not do wood change they sure fooled me.  At least now RS is no longer being disingenuous saying they had NO involvement in any of the wood change. Instead they are now calling that involvement a "review." A "review" of something they do not do. Interesting. Why didn't I get a name for this so-called referral on day one? If I had I wouldn't be having this problem.  The "review" was more specific than general right down to the size of the cedar shake. It was a very precise "review".  Including Tom buying the wood at 84 Lumber. I did not ask Tom for a 'ballpark" figure. Tom called it a ballpark figure because he explained he buys the wood at a discount and the price could change as I noted in my original complaint.  Its funny that "together Tom and I estimated the cost." That's a first. Who knew a customer could help with the estimate. I would have estimated it much lower by the way! I WAS THE CUSTOMER.Making my point that there was no separate agreement presented or signed. The "review" by Tom was mostly verbal.  EXCEPT for the part of the Rhino Shield painting contract where Tom wrote "need some cedar repair. Sides and back prior to work starting." It also says RS will utilize its best effort to prepare the surface for application. Standard WOOD charge to be paid directly to crew--cost of materials plus 3.50/ft labor". I guess I was fooled again. Reading that in the contract I saw no need for a separate contract. I was duped into believing RS was in charge of both jobs. Especially since I didn't get that outside referral they keep talking about. I take offense with RS insinuating I "evidently requested extra work". So far from the truth. As Tom wrote in the contract the back and the sides needed replaced. The crew had no idea what needed done. Believe me if I had hired them they would have known what to do. I NEVER requested extra work. I only wanted them to do what Tom said they would do and wrote it in the contract.  And they weren't doing that. I called Tom and told him I wanted them to finish what they started and leave. Tom said he would get them on the same page but it would cost more and he would split the extra cost with me. I told him no. Just tell them to leave. It was that bad. He then said he would "eat" the extra cost and the crew would do the job the way it was supposed to be done. Not to worry. NO ONE but TOM said to pay them 3200. Contrary to RS math the price didn't go UP from 2450 to 3200 because I requested extra work. It actually went DOWN from 5000 to 3200. They'll have to ask Tom why. Maybe that's when he realized the cedar shakes didn't cost 175 a bundle. I don't know. RS makes it sound like they came out AFTER the wood change was done. Again so far from the truth. RS was present the entire time taking ownership of the entire job. I am insulted that RS is making me sound unreasonable about the quality of the wood. That I want a "smoother" appearance. No I want wood on my house that doesn't need filled with caulking! In conclusion RS insists they referred a general contractor for the wood change thus absolving themselves. I disagree but this ambiguity can be easily and quickly cleared up if RS would very simply tell me precisely WHEN they gave me said referral and WHO exactly that person was they referred. Claiming that you gave me a referral and actually giving me a referral are two different things. Its very simple. You either DO wood change or you DON'T.  You either refer a contractor or you don't. To continue to muddy the water is tiresome and is in my opinion bad business. And maybe address the price discrepancy.

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.

We request the proof of payment for the wood change.  If what [redacted] is stating, that she contracted with Rhino Shield for the wood change, then the payment for the service rendered would be to Rhino Shield. The comment that she thought she contracted with us will be refuted.  If she had contracted with Rhino Shield, she would have paid Rhino Shield.  This is what occurred on our painting agreement.  The comment in the notes referring to wood needing replaced is so that we know work needs to be done before beginning our work.  If she were having gutters replaced, a new roof, a new door, new shutters, etc., it is noted there so the crew is aware of it.  We often provide referrals to all of these services.  Not once, has anyone claimed we were responsible nor liable for the referral of a service that we do not provide.  She paid Mr. [redacted] yet claims she did not know she did business with him. Puzzling......  Tell us why here...

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 anything. I waiting 2-3 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 20-30 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 us. Only that the product came with a 25 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,
[redacted]

This is a copy of what I sent to Rhino Shield directly:
I am writing to express my pleasure with Rhino Shield of New England, who painted my home in September of 2016.
In 2007 unfortunately my family used another “permanent” painting company, which company turned out to be a sham, as well as their “permanent” paint. I had to do something, since the house was peeling. After hearing the radio ads for a long time, I called Rhino Shield of New England and I had the pleasure of meeting with the District Manager for my location, Steve Augeri. Steve was well aware of the previous company that I had used and the disaster they left their customers in. Steve assured me that Rhino Shield of New England was the real deal. Although hesitant about doing this again, I trusted Steve and I also checked out the company’s reputation and reviews. Steve worked with me to find the best way for me to afford this and also gave me peace of mind. After my first meeting with Steve, I felt like I had a new friend, a very kind man. The paint crew that performed the work was excellent and so accommodating to my concerns and trepidation with this process and they did a terrific job in a short amount of time. Andrea, the Office Manager, was excellent as well, answering any questions I had and supporting me throughout the process.
I can honestly say that I highly recommend Rhino Shield of New England and I am very grateful to them for the way my home looks now, beautiful.
I am sending a big “THANK YOU” to everyone at Rhino Shield of New England!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]I have always known that RS did not make a referral for the wood change. So in an attempt to put an end to this back and forth I challenged RS to clarify by telling me exactly when they made the alleged referral. RS responded in detail but not that detail. Apparently they did not want to admit they never made the referral. It was an easy question to answer. I gave them the chance to back up their referral claim and they can't do it. Simply because it never happened. Tom would have been the person to give the referral as he was the only person I spoke to from RS. Once in July and once in late August (re scheduling). I appreciate his honesty because he knows and I know he never offered a referral for the wood change. This proof of no referral changes everything because RS absolves themselves of responsibility for the wood change by saying they refer you to someone else. That would be acceptable as a standard business practice. BUT that is not what happened here. And now without that referral RS can no longer make that claim of no responsibility for the wood change. So this complaint is indeed properly placed. Without the execution of a referral it is without a doubt clear that I had no involvement with Patrick regarding the wood change. I never heard of him in my life until the job started. Therefore any subsequent details i.e. payment/materials etc are now moot. From the very beginning everything involving the wood change was solely between Tom and Patrick who are both RS employees. Patrick painted my house for RS. This responsibility is and has always been 100% Rhino Shield.

Rhino shield was installed at our residence in 11/2013 . Several areas show peeling,warping,and chipping . We have notified [redacted] on numerous occassions and asked for repair. He has failed to respond and repair this product which is under warranty . We have made numerous requests to no availProduct_Or_Service: Rhino Shield ceramic house coatingDesired SettlementWe would like for the company to complete the repairs .

An exterior paint product and service was warranted for 25 years. Within 1 year it began to crack and peel. Company not responding to calls for repairContracted with Rhino Shield to paint exterior of our home with their ceramic coating warranted for 25 years against cracking or peeling (April, 2012) with salesman [redacted]. Painting was completed on June, 2012, and payment was made in full. Within a year, painting surface was deteriorating, and company returned to fix. Within another year the paint was again cracking and peeling. For eight months I have been asking them to return. Company made promise to address problem in Spring 2015, but never came. They again promised to come in Sept 2015 but now they will not return my phone calls. My home is pictured on their website home page, labeled "Tarboro" at http://www.rhinoshieldnc.com.Desired SettlementMy first request is for them to provide the quality of product and service that they contracted to provide and warranted. If they are unable to do that (and it appears that they cannot or will not), then a full refund of payment is requested.

Review: approximatley 5 years ago rhino shield applied there product to my home. every year since they have been out to do repairs. this year I called again in july to inform them of more peeling problems. after numerous e-mails, someone finally did an inspection, when no one was home. I emailed again and I was informed that the inspector was there the week before. no one ever contacted me. they now claim it is my problem because of moisture content in the wood is too high. never in any other previous issues was this brought up. the fact the the peeling occured in july and has been exposed to the weather for months leads me to believe moisture content would be high. they claim they are not home inspectors, but now after 5 years they are checking moisture content. the house was never checked for this when they were selling me the product, or when I had issues in previous years.Desired Settlement: repair the issues and stand by there warranty

Business

Response:

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.

Consumer

Response:

Review: [redacted]I am rejecting this response because: I think they are missing my piont. What i'm saying is the house was never inspected for moisture when when the product was sold to me at the price of 16,000.00. The house was never inspected for moisture on any of the repair visits previously. If this was a problem when the product was sold, why was not brought to my attention then. I feel it was take the money and run! Every repair that has been done to house has not had an issue since. That tells me that there theory about moisture is probably incorrect. It's not the same areas that are the problem.Sincerely,[redacted]

Business

Response:

If we were a "take the money and run" kind of company, we would have not returned year after year and provided service to your property at our expense.On July 14, 2015 you requested that we send someone out to your home and do a full inspection. We did just that. It has been discovered that you have a significantwater issue. Again, we ask that you get a 3rd party Inspection on your home.

Consumer

Response:

Review: [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 place. moisture issuses because no one came out inspect my home for close to 3 months. a cracked and open surface will in fact soak up water like a sponge.Sincerely,[redacted]