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Southern Alberta & East Kootenay

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Consumer Complaints

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Rhino Exteriors

Phone: (403) 921-4742Fax: (403) 420-1205

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)BBB Closure Definitions
07/21/2014Problems with Product / Service | Read Complaint Details
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Complaint
I hired rhino exteriors in Feb 2012. Before they were hired they informed me that that they were certified installers. During the installation I questioned them on how the siding was installed and house wrap was installed. They informed me that the house wrap was being installed on recommendation of a building envelope specialist that they use. They also informed me that the nailing of the siding does not have to be according to the hardies installation that i had seen. These were the concerns due to the siding. The crew that installed soffit and fascia were completely unskilled and incompetent. I raised these concerns and they assured me that things would be fixed. Unfortunately I paid them in April of 2012. They did come back and fix a few things but work was not complete. They did come out in approximately April of 2013 and assured me they would finish the job. During this time I started to question there methods. I spoke with the envelope specialist about there practices and he informed me that what they told me was not accurate. I also spoke with the hardie rep and again what they informed me was not correct. In summary . Rhino exteriors has not only displayed poor quality of work they have also not installed the materials according to manufacaturers recommended practices. When I mentioned this to Rhino exteriors they informed me that they stand behind there work. Later I was informed that the warranty on there work is 2 years. If the materials were installed correctly the material has a 30 year limited warranty. After looking at the warranty from the manufactuer I would be surprised if I would have any support if issues due to the installation practices. Not to mention I paid Rhino exteriors in April 2012 and as of January of 2014 have not completed the work they assured me would be done.

Desired Settlement
I want Rhino Exteriors to make appropriate repairs so it looks like a proffesional installed the material. I do not want anymore quick fixes or unskilled labor. If materials need to be replaced then Rhino exteriors is responsible. Before any work is to be done i would like a ****** rep to be present to discuss how this work to be done and installed properly.
With regards to the questions I raised during installation about the integity of there work. At the time they assured me that they were installing the material correctly. If this is the case then I would like Rhino exteriors to provide me with a letter explaining that the building envelope of our house has not been compromised by not taping the vertical and horizontal seems of the builidng wrap as they insisted on doing. This letter needs to be signed by Rhino Exteriors and the building envelope specialist (company name and contact information). With regards to the siding I would like the ****** rep to come out and look how the siding and trim was installed. I would then like the ****** rep to provid a signed letter saying that the warranty on the siding has not been voided due the installation practices of Rhino Exteriors.

In summary there are essentially the two parts. The repairs to be done properly. ******* had already agreed to (other than how the repairs to be done). The two letters will provide me with confirmation that the work was done to manufactures specifications as I requested of Rhino Exteriors.

Thank you

** *****

Business Response
12/02/14
Rhino Exteriors
7:46 PM (12 hours ago)

to me
Case# XXXXXXX

Here are the details as I know them.
** ***** Hired us to install the product he had purchased from Totem in Strathmore (I believe).
We asked him to take back the Fascia Board that he had because it was the incorrect product for what he wanted to do. He was not able to do that so we made due with what we had. We suggested a different install to make the finish nicer, he declined. The entire job he complained about how his Framer had screwed so many things up and we would have top improvise in a few areas to make it work. We were able to make it look very nice. He paid us a large portion of the bill on completion and asked us to come back after his satellite was installed (again, it was I while ago but I think it was a satellite).
We sent him another bill for $500.00 after we fixed the mess left by the satellite installer which he has not paid.
I spoke to him and was very upfront with the policy of our company not to continue relationships with people that didn't pay their original invoices.
I never asked him for the cash, I wanted him to realize he needed to pay and do so, he still has not. I have spoken to the ***** ****** rep and he has told me that he will not come out and look over the job with us. **so that he will not act as an expert in bringing this dispute to an end. We have no intention of doing more work or any warranty work for ** ***** because he has not paid his invoices in Full.

In Conclusion:
He has not paid his final bill
We installed the product he wanted installed as he instructed us.
He complained that the issues were with the framer he had hired.
****** will not participate in this dispute.
I have attched a copy of the unpaid invoice to this email.


Consumer Response
(The consumer indicated he/she did not accept the response from the business.)
please see attached file

Final Business Response
21/08/14
******,
This seems reasonable. Please let us know what comes of the inspections

Industry Comparison| Chart

Siding Contractors, Fence - Sales, Service & Contractors, Windows - Cladding, Windows & Doors - Installation & Service, Eavestroughs, Roofing Contractors- Commercial, Roofers, Deck Builder, Home Renovations-Exterior

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

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