ComplaintsforRhino Metals, Inc

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a Bighorn **** Cubic Feet safe, manufactured by Rhino metals and equipped with SecuRam digital keypad lock, purchased at ****** in February 2018.Less than a month ago, I tried to open the safe and it failed to open. Following the instructions, I replaced the battery with fresh one (twice), and double-checked my combination. I then followed up with Rhino Metals customer service. They provided me with a master key combination for the safe - which did not work either. The customer service representative kept blaming the issue on "a bad battery", and/or wrong serial number that I provided.Upon researching the problem on the internet, I discovered that this is a common problem of malfunctioning SecuRam keypads, used by Rhino Metals, as well as ****** Safe - with customers being locked out of their safes and unable to retrieve their valuables. Yet, the customer service representative failed to mention this as the most likely culprit.He also falsely claimed in his email that the keypads are only covered by a 12 month warranty - even though their own website clearly states that the keypads are covered by a limited lifetime 5-year warranty (see ***************************************************************). Both documents are attached.I would like to stress that the issue is not merely with their defective product and their failure to provide a warranty service. The problem is that I lost access to all my valuables stored inside the safe, with no apparent way to access them. I was trying to open the safe to retrieve my US passport required for international travel. I was unable to do so (obviously), and was forced to cancel the trip on a short notice - to a great personal inconvenience and monetary loss.I request from Rhino metals to ship a replacement for the defective keypad and electronic lock, so I can attempt to open the safe and retrieve my property.

  Business response

  04/03/2023

  Although the customer purchase date was in excess of 5 years and product was no longer covered by warranty, we will reach out to the customer and offer the parts requested. 

   

  Please update the contact email for Rhino Metals to ********************************** to ensure timely responses. 

   

  Best regards,

   

  ************************* | President/COO

  Rhino Metals, Inc.

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