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:08/12/2023

  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 commenced service with Canadian Linen at the launch of my small business in January 2023. Right from the start, we experienced several issues with the services, including billing mistakes almost every week, missed deliveries (which we were then always billed for), and a general lack of effective customer service. Staff were either constantly rotating or the employee turnover rate was very high. Regardless, the services were very inconsistent as a result of the constant changes.
  
  We began making complaints early on, often by phone but also by email. In June 2023 I had had enough and sent an email to Canadian Linen, with the following phrase included: “If you are able to come up with a better solution, I would like to know what you can do for me. Otherwise, I would like to begin the process to cancel our services with Canadian Linen.”
  
  Over the coming weeks, Canadian Linen attempted to resolve our issues by sending a rep to visit the store (one I had never met before). They were finally taking it seriously. We were refunded some money for services previously mis-charged, and told that the issues would be resolved. I continued to monitor the situation going forward.
  
  Unfortunately, the issues continued with missed deliveries, mis-charges and inconsistent service. So, at the beginning of November, I told Canadian Linen that we would be discontinuing services with them.
  
  I was told immediately that I would not be allowed to do so without a 60 day notice so that they had a chance to resolve the issues. I told them that I had given my notice back in June, to which I was told that I did not use the correct language, so it did not count. I replied asking for clarification on the language they was referring to, but received no response.
  
  The services continued with no further communication. At the end of November, I asked the delivery team to collect their items but was refused. We have not received service from them since, but I continue to be billed by them weekly.

  Customer Answer

  Date: 10/12/2023

  These are the invoices that have been sent to me for NOT RENDERED services. The last date that Canadian Linen serviced our business was on Thursday, November 23rd. I have paid all RENDERED service invoices. Canadian Linen has not serviced our business since November 23rd, but they continue to send invoices. I have told them I will not be paying the invoices, as our services have stopped. They have refused to close our account.

  Business Response

  Date: 28/12/2023

  Hello,

  There were some service issues through the summer that were resolved and credits were issued. We are attempting to resolve any outstanding issues. A contract is in place, and service has been refused since the mentioned date in November.