We are extremely disappointed with the…
We are extremely disappointed with the customer service we have received from Rhino Metal Structures. Our project began on December 30, 2024, and as of May 2, 2025, we still do not have the proper paperwork to complete the permit process. Our original salesperson, Kevin Gonzales, was no longer with the company as of February 11, and we were not assigned a replacement to continue assisting us. We reached out and spoke with Leyma Fermin, who informed us they were still waiting on engineering. On February 25, we emailed a request for an update—we received no response. By February 28, out of growing frustration, we requested our deposit be returned, citing the lack of communication. We were later told the engineering calculations had been forwarded to us on February 26. This was inaccurate. While we did eventually receive a set of plans, they were incomplete. On April 25, we again contacted Rhino Metal Structures, asking to speak with Leyma Fermin. At the request of the permitting office, we needed specific building specifications to be clearly highlighted or circled on the provided documentation. We were assured this would be done "within an hour" or "by the end of the day." Seven days later, it is still not done. Each time we follow up, we receive a new excuse: Leyma is "at lunch," "went home sick," "left for the day," or today, that she has "been out all week." Meanwhile, we are in limbo, unable to proceed, and losing money daily due to the delay. At this point, we are requesting a full refund of our deposit. This experience has been unprofessional, disorganized, and highly frustrating. It feels as though Rhino Metal Structures is indifferent to the impact their inaction is having on our project. Proceed with caution if considering working with this company.
By Susan T.