Complaints

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:01/19/2025

  Type:Service or Repair 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.

  In June of 2015 I hired Rhino Shield of New England to apply their special formula ceramic paint and primer for my newly shingled house at ********************************************************************** There was minimal prep required because the siding was new. With the contract, came a warranty good for the life of the original owner. In 2019, the paint job was fading drastically in some areas, but not others. It was not the typical uniform fading you would expect with age. I contacted the company, and after many phone calls and letters they eventually came out and agreed to paint the street sides of the house only. The house is on the corner, so thats two sides. The crew came out and completed the work in a timely manner. About two years ago, I noticed the paint beginning to fade in a similar uneven manner again. I was hoping it would not get worse, but in the fall of 2024, I decided to put it another warranty claim for the same reason. There is also now some cracking and peeling on the trim work. None of the trim was repainted in 2019.The directions on the warranty explain that all warranty claims have to be put in writing, and mailed to a certain address. I sent two letters to this address registered mail, and they both came back to me. I found their new address on line, and sent a registered letter there. That letter was also returned. Of course I left a voicemail at every extension on their phone number. Nobody from the company has returned my call. I am hoping you can help me resolve this matter. Thank you. Sincerely,***** ******

  

  Business Response

  Date: 05/28/2025

  Rhino Shield was unaware that this customer was in need of warranty service as we did not receive any of the correspondence from the customer. We have since contacted the customer after this complaint was received and have initiated the warranty process.

• Initial Complaint

  Date:09/30/2024

  Type:Customer Service 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.

  I purchased the Rhino Shield product for my home in 2011. The contract I have from Rhino Shield offers a lifetime warranty on my purchase. My home has chips all in the paint all around the house. The white borders are specifically cracked and chipped along with the grey house portion. I reached out to Rhino Shield and spoke to *** who asked me to email him photos to ***************************************************** I emailed *** 7x over the past month and have not gotten a response. I know my emails are being received because at one point I got an out of office reply during his vacation. Numerous calls to the company have been unsuccessful.With such a high cost product that claims to have great warranties, I am extremely disappointed in the fact that no one has gotten back to me

  Customer Answer

  Date: 10/13/2024

  I have not heard from the business in response to my complaint.
  

  It has been 2 additional weeks since filing with the BBB in addition to the numerous emails and calls to this company. 

  
  

  

  Business Response

  Date: 05/28/2025

  The initial communication issue with the customer that was mentioned had been resolved and early in our 2025 season we began conversation with the customer. On 5/6/2025 we met with the customer at their home and reviewed the areas being claimed under warranty. The majority of the areas that have been claimed under warranty have been approved and set up for service. There is one area of the customers home that has significant rot due to a faulty gutter which would not be covered by the warranty. The customer understands that this area is to be replaced in order for us to perform a recoating service. Other areas of the house exhibit accumulation of surface residue and water streaking. The customer was advised and agrees to replaced the rotted wood and perform a routine house cleaning. Once that has been done, our service crew will be able to perform the approved warranty work in addition to coating the areas of wood replacement. We look forward to working with the customer to get the claim closed as soon as possible.

  Customer Answer

  Date: 06/04/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response to does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as 

  *** came out and checked my house and he was very pleasant and helpful.

  At this point in time I am just waiting for the new paint job to be completed. My contractor will be finishing replacing the wood by June 27 I am just waiting on rhino shield to schedule a date to come out and repaint my home at which point I will be happy to update this complaint as completed and resolved.
  

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:03/15/2024

  Type:Service or Repair 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.

  House painted in 2018 by Rhino Shield. Started to notice peeling on one side and back of house early 2023. Sent email and pics to them in March 2023. Never heard back. Made several calls but no answers. Left a message at one time and no return call. Made another attempt in June 2023 and finally got someone on the phone by the name of *********************. Sent him my original email that I sent in March 2023 that he claims they never received and pictures. He stated he would come out to look but never came. I tried several times to email and call with no response. Here we are in 2024 and still the same. No response when emailing and no one answers the phone when calling Rhino Shield. I would like this repaired this year! I'm tired of trying to contact them with no response. This is unacceptable.

  

  Business Response

  Date: 03/18/2024

  The Rhino Shield of New England production department is still in its winter shutdown and will resume scheduling as of April 1. In the absence of the production team, the office manager monitors all voice messages. There have been no voice messages received from the client during the off season. Upon review of the client's account, her request is currently in the service queue and will be scheduled for a site visit by a member of the production team upon their return to the office.

  Customer Answer

  Date: 04/01/2024

  Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   have left messages on their phones before and never received returned phone calls so I do not leave messages anymore. That is why I call several times until I get a person on the phone.  I am a very busy person working several jobs I don't have time to leave messages and wait for return calls because I am not in a position to answer when they call back.  
  
  I would appreciate you reopening the claim until this is resolved.  
  
  I will call Rhino Shield today and leave a message so this way it is logged that I left one.  Today is Friday, March 29, 2024.
  
  Thank you,
  *******************;  

• Initial Complaint

  Date:09/08/2023

  Type:Service or Repair 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.

  Paint service provided in June 2017. Several issues with the paint failing were noticed this past Fall. With the 25 year warranty, I filed for repair on 8/19/22, followed up with e-mails, and talked to an employee on 11/01/22. The employee ****** confirmed that my claim was in the system and that they would call me back when they were able to schedule, but were very busy. I've continued to call every few weeks but no one will return my call. I would like confirmation of when my repairs can be scheduled, or a refund of the original cost.

  

  Business Response

  Date: 10/04/2023

  Client was sent a response on September 18, 2023. He is aware his request for service was approved and his project is in the queue awaiting a service date assignment. Due to the unprecedented amounts of summer rains this season, all new projects and service appointments are on a backlog. A member of the production department will be back in touch with the client as soon as a service date is assigned.

• Initial Complaint

  Date:08/29/2023

  Type:Service or Repair 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 painted my house in the Spring of 2020. We signed a contract with them on 1/24/2020.We paid ******** for their services which included their extended warranty of ***************************************** Feb 2023 with pictures of a peeling/cracked area on my house. It was explained to me that it's their offseason, so I'd need to check back in the Spring. I have been in contact with their warranty department 8 times beginning in April 2023. Each time I am told my repair is in queue but they can't give me a targeted date. Since then the issue has only grown. I want my warranty honored in a timely fashion and my paint repaired. I have been patient and certainly understand the weather is a factor but at this point their inability to contact me with any real information after 7 months leads me to believe their warranty is a scam.

  

  Business Response

  Date: 09/06/2023

  Due to the extraordinary amount of precipitation we have all experienced in New England this spring and summer, it has been extremely difficult to schedule any outdoor project, especially painting projects. Rhino Shield honors its warranty on all projects and in fairness to all clients, the production department practices strict adherence to a first come, first served scheduling policy. The production department at Rhino Shield has been responsive to the client's request for service. In fact, per the production administrative assistant, the client's service is scheduled for next week - the week of September 11, 2023 - and she has been made aware of this appointment.

• Initial Complaint

  Date:07/26/2023

  Type:Service or Repair 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.

  Paint is bubbling and a very rough finish

  

  Business Response

  Date: 07/27/2023

  The client's complaint was received by the Rhino Shield production department and arrangements were made between the client, the production department and crew to have the crew return to address the issue of concern. There was a miscommunication between the client and the production department leading the department to believe the issue had been resolved. It was brought to the attention of the department this week that the issue remains outstanding. The department and client are in communications to schedule a mutually agreeable date for the crew to return.

• Initial Complaint

  Date:06/29/2023

  Type:Service or Repair 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.

  Rhino shield painted my house back in June of 2008. The cost of the project was $12,000. Although extremely expensive at the time, I was sold on the lifetime warranty. Shortly after the application we discovered bubbles in the paint filled with water. After contacting **** and *** the owners, *** came out and inspected the house. Rhino Shield honored the warranty and sent a crew of painters out to strip the paint which included sanding the clapboards. That was done in the summer of 2009. The following year we had the same problems. *** came out again and they repainted and sanded clapboards. The sanding destroyed my clapboards leaving sanding swirls in the wood and cracks in the middle. In 2014 same problems again. They found many trim boards were rotted and needed replacing similar to other complaints on the BBB website. We paid for the trim boards and labor although it was done piece-meal. Instead of replacing a full board they used pieces which didn't match up and were caulked together. The clapboards were split from all the sanding and the splits were filled with caulking and paint was applied again. At that time *** told me he would not come back to my house. We didn't want them back either. Our clapboards were destroyed, they got paint on my gas grill, beige paint on my new white **** deck railings, paint on my fence and over spraying on the foundation. The decision to go Rhino instead of Vinyl was the worst decision I've made as a homeowner. I called in ********************************************************* as they requested. On June 7th 2023 I called and sent in pictures. I spoke to *** who was going to discuss the problem with ***. On June 22nd I did receive an email from *** requesting my phone number. I emailed both my cell and home phone and have yet to receive a call back. I would like a full refund as this product did not work on my home. The workers then destroyed my clapboards so a repainting and caulking would not work. I just want Maintenace free siding I thought I purchased.

  

  Business Response

  Date: 07/26/2023

  Rhino Shield of New England co-owner, *************************, met with ************** on site to explain the measures that were already taken to provide the service she seeks. It was observed by both ************** and ************** that the clapboard siding is cracking and releasing from the substrate of the home and is unrelated to the application of Rhino Shield. ************** and ************** fully discussed the the project and came to a mutual resolution. There is no outstanding issue at this time. Complaint is resolved.

  Customer Answer

  Date: 08/03/2023

  Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:10/10/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Paint service provided in June 2018. Several issues with the paint failing were noticed this spring. With the 25 year warranty, I filed for repair on 5/9/22 with a **** letter, followed up with e-mails, and talked to an employee on 5/31/22. The employee ********************* confirmed that my claim was in the system and that they would call me back when they were able to schedule, but were very busy. I've continued to call every couple weeks but no one will return my call. I would like confirmation of when my repairs can be scheduled, or a refund of the original cost.

  

  Business Response

  Date: 10/12/2022

  Our Service Manager has reached out to our customer and explained the Warranty claim process and both are in agreement to have the work done in 2023. 

  Customer Answer

  Date: 10/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  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, but may need to open a new complaint in 2023 if communication does not continue or if the warranty work is not completed.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:08/30/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I have attached a more complete timeline. In Oct 2017 we contracted with RhinoShield of New England to provide their processs to our home. Work on the project was from 11/08/17-11/21/17 for a total of $$47,500. The Lifetime Warrantee was a major part of our decision. On 10/5/21 we contacted Rhinoshield because there were several white spots bleeding through the dark brown paint. Between 10/5/21 and 7/28/2022 there have been 21 voice and email communications between our Rhino Shield point of contact, ********************* and ourselves. ****************** stated up front an inspector needed to review our work to see if it was covered and then if so, the problem would be rectified. For over 10 months ****************** has not been able to get an inspector to visit our home or render a decision on warrantee coverage.

  Customer Answer

  Date: 09/09/2022

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 09/12/2022

  Rhino Shield had emailed our customer during the summer, as our Field Supervisor was scheduled to go her home and assess the issues.  Unfortunately our Field Supervisor suddenly passed away and it's been very difficult to

  replace him, due to the fact that we are a season business and will be shutting down in the next month or so.  Please note that we are sending a representative out this week to take care of our customer's issue(s).  We are very sorry

  for the delay in service.
  

  Customer Answer

  Date: 09/17/2022

  Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The business has contacted me, an inspector did arrive and reviewed the issue, he stated the work was covered under warrantee (with some exceptions which we understood) but I am still waiting for the business to complete the process by confirming the inspectors decision and committing to a work date. 
  
  Sincerely,
  
  *************************** 

  

  Business Response

  Date: 09/21/2022

  Our crew met with the customer last week and they settled on a price and discussed when the work would be performed.

  Customer Answer

  Date: 09/28/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  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,
  
  ***************************

  9/28/22. Rhinoshield completed all work today. Very satisfied with the outcome.