Complaints

This profile includes complaints for Rhino New York, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Rhino New York, LLC

  99 Wall St Ste 1504 New York, NY 10005-4301

  
• 

  Rhino New York, LLC

  30 Cooper Sq Fl 4 New York, NY 10003-7120

  
• 

  Rhino New York, LLC

  598 Broadway 10th Fl New York, NY 10012

  
• 

  Rhino New York, LLC

  252 1st Ave New York, NY 10009-2629

  

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:05/29/2025

  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.

  We used rhino living out in **. Our property management company at the time Homeriver let us know they were ending business with rhino but because we used them we could continue to. Turns out they were ending business with rhino because they were taken over by Bridgehomes. We are military and ended up moving out before our lease ended and we submitted our information to end the rhino but they declined it because the property management company hadnt approved it. We moved out in October of 2024. The company couldnt approve it because it was still showing Homeriver. This has not been resolved (bridgehomes submitted a claim instead of requesting cancellation) rhino owes ME money from the time I moved out. But since bridgehomes never resolved the issue and rhino does not have customer support the resolve the issue Im just out of the money and now owing rhino money. I dont mind rhino taking the claim money out of what Im owed but the fact that there is no one to resolve this is unacceptable smh. I was in constant contact with bridgehomes and then nothing but I guess they got their money so its cool for them.

  

  Business Response

  Date: 06/05/2025

  Hi *******/*******,

  Happy to help!
  

  We will reach out to the property manager who denied the request to follow up on this request. If they don't respond within 7 business days, we will proceed with cancelling your policy. If the previous property manager provides the new property managers contact information, we will reach out to them to confirm this cancellation.

  Look out for an update from our team shortly!

  Best,

  Tori & Team Rhino

  Customer Answer

  Date: 06/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me I have attatched the bridge home information, I have also attached the original amount we would have been owed, however with bridge homes filing the claim I do understand that amount will be adjusted. 
  we would have been refunded ******* but with bridge homes filing the claim post move out for ****** I should only be getting ****** thank you for acknowledging this.

  
  
  Sincerely,
  
  ******* *****
  
  
  
   
  

  
  

• Initial Complaint

  Date:05/27/2025

  Type:Product 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 have been charging me from July of 2024 up to April of 2025 for the service I haven't subscribed for and without my knowledge and consent. According to agreement number ************** they were "providing" security deposit insurance for the rented property which I wasn't even renting because I purchased a house and moved in July of 2024. Yet, they were charging up until April 2025. I want full refund for $71.5 that I paid for nothing.I contacted by email but they said, quote: "Refunds are based on the date the cancellation is submitted, they cannot be backdated."So this looks like a scam scheme to me - silently extend the policy without client's knowledge and consent and charge money automatically hoping that client won't notice or notice too late, when extra money already charged.

  

  Business Response

  Date: 06/05/2025

  Hi ******,

  Happy to help! 

  Per our policy, a renter is responsible for cancelling their policy when they've moved out. If we do not receive a request prior, the cancellation will be effective as of the date the request was submitted, and we are unable to backdate this cancellation.

  We apologize for any confusion this may have caused. Please let us know if you have any additional questions.

  Best,

  **** * **** *****

• Initial Complaint

  Date:05/21/2025

  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.

  Misleading marketing, misleads consumers to believe they are an insurance company. In reality, they offer a service where you pay a monthly premium in lieu of a security department at a PARTNERED apartment complex. The monthly premium does nothing to insure the payer of the policy. As stated on their website, they take claims made by the apartment complex and pay the complex and turn to you to collect 100% of anything paid. They are essentially a debt collector for the apartment complex. It is unethical to market yourself as insurance when in reality they are a third party business charging monthly premiums to the customer and providing no benefit to the customer. Nothing is being insured by them. It is a scam to take advantage of individuals. I had the means to place a security deposit, but was strongly encouraged by my apartment complex to use them (collusion?). I paid 4 years of premiums totaling 600$. It is more advantageous for the apartment complex as they can file any claim against the resident (I did not miss a payment in 4 years), yet it is marketed as insurance. I was scammed out of 600$ over 4 years only to still have to pay everything a deposit would have covered. How does this qualify as deposit insurance? The claim that they help renters save money is a lie. A security deposit is traditionally refunded in full minus any move out charges. Instead I have paid premiums for 4 years and still have to pay my move out charges in full. It is unethical to the highest degree and a scam. They have no phone number to contact them either.

  

  Business Response

  Date: 06/11/2025

  Hello,

  We sincerely apologize for any confusion about how our product worked.

  Rhino ************************** is a deposit alternative replacement program that helped you cut costs and save money at your move in.

  Rhino's ************************** product replaces cash security deposits with smart, affordable insurance so renters can maintain control of their cash. Instead of a large upfront cash security deposit, renters can sign up with Rhino for a low-cost policy that secures the home for the property owner in case of a covered loss, such as excessive damages or unpaid rent.

  Renters who opt for the ************************** will not receive their premium payments back at the end of the lease. Rhino security deposit insurance replaces the need for a large security deposit and your payments are not refunded at the end of your lease. Rhino ************************** fulfills the same requirement as a cash deposit and is typically a lower-cost option designed to save more of your hard-earned cash during the move-in process. It is not a traditional security deposit.

  Again, we do apologize for any confusion about how Rhino ************************** worked. Please let us know if you have any additional questions

• Initial Complaint

  Date:04/22/2025

  Type:Product 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.

  My first policy with Rhino was for 8.66/mo. When I renewed my lease at my apartment complex, my second term with Rhino was for 8.66/mo. I am on my third lease now and realized I am being charge *****/mo with Rhino and I never agreed to that price hike of about 40/mo. I was not contacted about a price increase and did not digitally sign anything even though the policy documents say I did in September 2024. I feel like a 450% price increase should require some form of consent from the seller in a situation such as this. On top of that, the monthly rent on that document is incorrect. I am unable to call, unable to use the "contact us" feature on their website. I tried to click contact us then it took me to a log in page, although I was already logged in. Upon reaching that page it said my login information was not correct. I created a new password for their support page and it seems like there is something wrong with their website as it takes me to a page that says I am not authorized to access this page. I eventually tried emailing their support email address and it redirected me to the unavailable contact us feature on their website. A day later a representative by he name of ***** emailed me back and let me know that it is due to "current market trends". The resolution I would like would to be reimbursed for the overcharge. I wouldn't mind if they keep what I owe through the end of my current contract, but I would like the overpayments refunded to me and my rate readjusted to the 8.66/mo as it has been. Or at the very least a better explanation of why the price has gone up so much and why the policy document has incorrect information such as my current rent. It is just upsetting that there is no direct way to contact this company.

  

  Business Response

  Date: 04/23/2025

  Hi *******,

  Thank you for reaching out to us regarding your recent Rhino experience.
  

  Since your landlord is no longer an active Rhino partner, your property now falls in the most expensive pricing tier relative to its risk profile. However, you still have the option to renew your coverage should you wish to maintain continuity with your Rhino enrollment in lieu of posting a traditional cash security deposit. We will not enroll new renters at this property, but existing Rhino customers can renew as needed.

  We apologize for any frustration or confusion this may have caused. Please let us know if you have any additional questions.

  Best,

  **** * **** *****

  Customer Answer

  Date: 05/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Hello, 

   

  My complaint was not resolved.  I got an answer from the company which was "We upgraded you to the highest tier since your apartment is no longer a partner with Rhino". I am sorry but a business should not take advantage of their customers and a price increase of 450% should be addressed to the consumer and not automatically renewed.  My complaint was not resolved because I never was refunded my money.  All I got was a bandaid type response. I don't want to settle for an apology and I feel like customers are being taken advantage of besides me.  I don't know if it is because there is a time limit on matters like this but I never marked this complaint as resolved and would like to re-open it if possible so I can take it further.

   

  Best,

  *******

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* *******
  
  
  
  
   
  

  

  Business Response

  Date: 06/05/2025

  Hi *******,

  Happy to help!

  Upon review of your account, your policy was cancelled as of 05/12/25 and a refund of $5.31 was issued to a **** ending in ****. If you have not received this refund, you can provide this ARN tracking number to your bank and they can use this to locate your refund: ************************

  We apologize for the negative experience. Please let us know if you have any additional questions.

  Best,

  Tori & Team Rhino

• Initial Complaint

  Date:04/11/2025

  Type:Product 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.

  My renters insurance was canceled and I moved out of my apt and they continued to charge me. I've left many emails to get a refund. There is no phone number on there site to try and talk with someone. Please help me get my refund back.

  

  Business Response

  Date: 04/23/2025

  Hello ******,

  Thank you for reaching out concerning your recent interaction with Rhino. 

  After review of your account and past requests, I can confirm a refund of $339.50 was issued on 4/9/25. An email was sent to ***************************** to confirm this, and I have attached a screenshot of this email for your review.

  If you have not received this refund that was sent to a **** ending in ****, you can provide the *** tracking number to the bank associated with this card and they will be able to track the status and make sure you receive these funds. The *** for this transaction is ************************

  We apologize for any frustration this may have caused. If you have any further questions, please do not hesitate to contact us.

  Best,

  **** * **** *****

   

• Initial Complaint

  Date:03/31/2025

  Type:Delivery 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 was billed for security deposit insurance on a policy that was canceled. I have not lived at that address in over a year. I have tried to reach out to the company and I have not received an email back to resolve the issue. However I did receive a generic email asking if I was happy with the service I received with my problem.

  

  Business Response

  Date: 04/23/2025

  Hello *******,

  Thank you for reaching out to us regarding your recent Rhino experience. 

  We want to apologize for any inconvenience caused by your recent experience. Upon review of your account, we see that your policy was successfully cancelled and a refund for $184.19 was issued on 03/31/2025.

  Because we did not receive a cancellation request from you prior to the one that was recently submitted and approved, we would be unable to backdate your cancellation any further.

  That being said, your account is now closed and you will not be billed going forward.

  Please let us know if we can help with anything else.

  Best,

  **** * **** *****
  
  

   

   

• Initial Complaint

  Date:03/28/2025

  Type:Product 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've been living at my apartment for the past 2 years and I've used Rhino as security deposit insurance instead of paying an actual cash security deposit. My lease renews in April and I was informed that my premium for the year would increase over 300% from what I paid last year. My payment option has been set to my debit card for the past 2 years but now I'm trying to change it to my credit card and the website won't let me do that. I go to "update payment method" and enter in my credit card information and hit "save payment method" and then a pop-up comes up that says "Are you sure you want to update payment?" and I click "Yes, update payment" and then it says "Processing..." and the page freezes until the website times out. I've submitted a support ticket and got a response from ***** whom told me "We have escalated this to our Product team for further review," and then got back to me a day later informing me that the Product team has requested that I update my payment information again, which I did, and got the exact same result as last time. I responded to ***** and got no answer.Additionally, I have decided to renew my lease for 6 months instead of a full year, and Rhino gives me no option to change my coverage. I submitted another support ticket in regards to that, and received an unhelpful response from ***** that I basically have to pay the full ammount and then just trust that my property manager will adjust the lease's terms on his end and then I'll get a refund from Rhino.

  

  Business Response

  Date: 04/23/2025

  Hello *****,

  Thank you for reaching out to us regarding your recent Rhino experience.

  Upon review of your previous communications, it looks like your payment method issue was resolved on 03/27/25. We apologize for any frustration this may have caused.

  In regards to the increase in price on your policy, we confirmed with our Risk & Underwriting team that your renewal premium is accurate. For reference purposes, we note that our proprietary pricing plan involves pricing individual risk factors such as your credit score, income, rent, and your landlords requested coverage amount. Based on over five years of data, our pricing now generally includes more robust pricing criteria which may consider market conditions, your individual risk factors, and the risk profile of your landlord and the property itself. This sometimes results in higher premiums much like any other insurance product in the market. At Rhino, we want you to make the best financial choice for your move-in or renewal process, and reiterate that a Rhino policy is entirely optional. If you decide to opt out, please make alternate arrangements with your landlord to satisfy any lease requirements.

  Lastly, it looks like your term end date was successfully updated to 05/31/2025. You should have received an email letting you know that your policy was cancelled, and how much your refund will be. If you did not receive this, we would recommend checking your spam/junk as it can sometimes land there in error. So you know, this refund will not process until after your cancellation date, so be on the lookout once this date passes.

  We hope this answers all of your questions. Please let us know if we can help with anything else.

  Best,

  **** * **** *****

  Customer Answer

  Date: 04/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  First of all, who is *****? You answer my complaint and you don't even get my name right. My name is ***. My email that I used for my account is *************************** The fact that you refer to me as ***** shows that you don't give a **** about your customers. 

  And yes, I received the email on April 23rd confirming that my policy was successfully cancelled and I will be receiving a refund of $345.81 sent to my original payment method. I have not received this refund yet. Please verify that this has been sent.

  Sincerely,
  
  ****** *********
  
  
  
  
   
  

• Initial Complaint

  Date:03/26/2025

  Type:Product 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.

  They will not refund a security deposit and insurance for the future. I fulfilled my 2 year lease. Will no longer need this but am forced to pay ******** for the future that doesnt exist.

  

  Business Response

  Date: 04/23/2025

  Hello ****,

  Thank you for reaching out to us regarding your recent Rhino experience.
  

  Renters are only able to submit one cancellation request for their policy, and the cancellation request submitted on Mar 25, 2025 was denied by your property manager, ******************************.

  To rectify this, you would need to reach out to your property directly. If they agree to cancel the policy, they will need to reach out to Rhino directly to cancel the policy for you. They can reach Rhino Support at ***************************, or you can CC your property manager on past email threads to have them approve cancellation directly as an alternative option.

  We apologize for any frustration this may have caused.

  Best,

  **** * **** *****

• Initial Complaint

  Date:01/28/2025

  Type:Product 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 obtained Rental Security Deposit from Rhino. My brother, who passed away, paid the deposit using his card. Now I have moved and Rhino Support refuses to issue a check to me, stating it has to be returned by to the account used. My brother is dead, I don't know what bank he used, and even if I did he lived in another state. I have explained this to a Support person, who refuses to give me a contact number to anyone else i can speak to. She states they only communicate by email. What company will not speak to their customers and why can't a check be issued instead of returning the money back to an account you know is closed? I'm just asking for the company to review the situation and return the money to me.

  

  Business Response

  Date: 04/23/2025

  Hi ********,

  Thank you for reaching out to us regarding your recent Rhino experience. 

  We wanted to provide additional clarity on our process and what next steps can look like. Our refunds are automatically processed by our payment system, and we are unable to send this refund to a card other than the one that was charged. 

  That being said, it looks like the refund (for $284.49) processed successfully through our system, so we would not be able to issue you a paper check for your refund at this time.
  
  We would recommend reaching out to the bank associated with the card that was refunded (a **** ending in 9887 and they should be able to track the refund using the *** number: ***********************. I would recommend asking to speak to their escalation line, as they will have more insight in to specific details regarding this refund and will be able to determine what next steps are needed. 

  We apologize for any frustration this may have caused and we are very sorry for your loss.

  Please let us know if you have any additional questions.

  Best,

  Tori & Team Jetty

  Customer Answer

  Date: 04/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I still believe the company needs to change their policies to benefit the customer. 
  
  Sincerely,
  
  ******** ******
  
  
  
   
  
  

• Initial Complaint

  Date:12/17/2024

  Type:Sales and Advertising 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 moved out of my apartment back in February of 2024, where in incurred move out charges that were to be paid by RHINO. The property manager was in contact with RHINO where that were advised that RHINO would be paying over $700 of the cost. The office had the worst time following up with RHINO! A few months later I was sent a balance from RHINO which at the time I was under the impression RHINO had sent the check to the property. I began making payments to RHINO to cover the paid balance. I am nearly done making payments to RHINO and I received a notice of collections from the property owner that the balance was NEVER settled! I am trying to contact RHINO and the customer service is TERRIBLE! There is no phone number and this is an URGENT matter! RHINO NEVER SENT THE PROPERTY THE FUNDS YET THEY HAVE BEEN RECEIVING PAYMENTS FROM ME RELIGIOUSLY! I am beyond upset that I have basically been scammed! And to make matters worse I am looking for even a legal number and there isnt one! RHINO NEEDS TO MAKE THIS RIGHT IMMEDIATELY!!! The worse service ever!

  

  Business Response

  Date: 12/27/2024

  Hello ******,

  Thank you for reaching out to us regarding your recent Rhino experience. We are happy to assist you with your claims question.

  Upon review, the claims check has been reissued several times over the past few months. The most recent reissue date was December 17, 2024. We apologize for the delay but we do ensure we process and mail payments in a timely manner. 

  Our claims and recovery teams are email only and do not accept phone calls. They have a large scale of claims processing daily and answer emails as quickly as possible. 

  We hope that the property receives the check and settles the collection with you as soon as possible. 

  If you have any further questions, please feel free to reach out.